Agent Portal Configuration

NSP provides a facility for Agent Portal Configuration.

Some of those settings are also available in User Profile for the Agent. If the setting is saved in User Profile it will override this Agent Portal setting. This setting is used only as default, for users not having saved an individual setting.

Timer:

NSP provide two different features to record time for activity in ticket page. Those features are helpful in analyzing how much time the Agents spend to solve the ticket.

•   Comment Timer record time for writing comments. The time spent is displayed in ticket page.

•   Work Log Timer record time the ticket form is open. You can automatically create Work Logs for time spent.

This setting is available also in User Profile.

Options provided to define settings for Timer:

•   Enable Comment Timer: Enabling this option adds timer to the ticket detail page. The timer will be displayed above the comment box. The timer will be used to record time spent on comment the ticket. If Enable Automatic Comment Timer is not enabled is the timer manually controlled. The Agent starts and stops the timer using a button in the ticket form.

•   Enable Automatic Comment Timer: You can enable this option to make the timer automatic. As soon as the agent enters text in the comment box in the ticket detail page the timer automatically gets started, and when he saves the comment the timer stops. Note that this can only be enabled if the timer is enabled using the first option.

•   Enable Work Log Timer: This option adds other type of timer, with the purpose to measure the time an Agent handles the ticket and create a Work Log for the measured time. The timer starts automatically when the ticket form is opened (both Restricted and Edit mode). When you close the form, or when you decide to save (button Save Work Log), a Work Log connected to the ticket is created (popup form is displayed where you define and save the Work Log).

Requester pre-selected recipient in direct mail:

Direct Mail is a mail sent from inside a ticket. When you click Mail button in ticket Comment tab a popup will be opened where the mail details should be defined. The message is also saved as a comment on the ticket. If this setting is set, the Requester of the ticket will be pre-selected as recipient of the mail (recipient and all other data could be edited in the popup). See section Ticket Comments.

•   Requester pre-selected recipient in direct mail: If checked, the Requester of the ticket is pre-selected when you send a direct mail from the ticket.

Settings for Restricted Ticket Mode:

Restricted Ticket Mode (also called Simple Mode) is a feature that could be used to minimize the opening time for a ticket. If Restricted Ticket Mode is in use only most common and important data for the ticket will be loaded in the first step, e g basic data for Ticket and Requester, and the Comment stream. Comments could be added in Restricted Ticket Mode, but if other ticket data should be edited or handled, e g Linked Tickets or CIs, Tasks, Work Logs or Merged Tickets, you need to select Edit, ,  in Restricted Ticket Mode form to open Edit Mode (Advanced Mode).

•   Disable Restricted Ticket Mode (open ticket directly in Edit Mode): If checked, full Edit Mode will be opened directly when you click a ticket in Dashboard or a Ticket View.

Knowledge base search setting:

NSP provides a feature to search for relevant tickets and Knowledge base articles in ticket detail page. This feature could be helpful to search for similarities while creating a solution for a ticket.

This section is divided in to three tabs; Subject, Description and Comment enabling you to define search setting for respectively. Search when you type in Subject or Description is valid only when creating a new ticket, and search when you type in Comment is valid only for already created tickets. Each tab contains three options to define search setting for the respective control:

•   Enable Forum search: Enabling this option starts automate search in knowledge base when you enter text in respective control. The search starts when you enter a space.

•   Enable Ticket search: Similar to search in knowledge base a search in ticket will be performed if this option is enabled.

•   Use Category filter in Ticket search: This option allows automate search for tickets based on matching Category. For example, if “Hardware” is written in comment box then tickets which have “Hardware” as Category is displayed in tickets result. Note that this option can be enabled only if Enable Ticket search is enabled using above option.

Tab Setting:

The following options are provided here to define setting for tabs in ticket forms.

•   Do not Close form when Save: Enabling this option will enable Agent to update the ticket without closing it. The ticket form will not be closed when Agent saves and changes the status of a ticket.

•   Open default form when clicking Add + tab: If this setting is chosen a click on the () button will immediately open the default ticket form. If this is not enabled then the user has to browse down in the Add + menu and select a ticket type.

•   Maximum open tabs allowed: This setting defines the maximum tabs Agent could have open at the same time at the top of the Dashboard page (tabs beside the  button).

Comment Setting:

•   Add new comments as public by default: Enabling this option set Public Reply as default reply for the comment box displayed in the ticket detail page. If this is not enabled then Internal Note will be set as default reply for the comment box.

•   Notification on incoming email as internal comment only: If enabled Email sent to ticket is registered as an internal comment. Notification will not be sent to End User. If not enabled Email/comment is registered as a public comment and End User will be notified. Exception: Emails sent by End User will always be registered as Public.

•   Height of ticket description field (pixels). Specifies the size (height in pixels) of the ticket Description field in ticket detail form.

Map:

The following settings are provided to define setting for map view displayed in Dashboard:

•   Show map: Enabling this option will display Heat map in Dashboard. If this is not enabled then a simple map will be displayed showing markers based on statuses of the tickets.

•   Select Ticket default color: Tickets in the Heat map will be displayed as selected color. Note that this option is disabled by default. You first need to enable Show map option to enable this option and after that you can select default color.

Session Timeout:

•   Session Timeout: Set timeout for inactive user. Agent will be automatically logged off after this time. Time is set in minutes (minimum 20 minutes). Different times are set for Named Users and Concurrent Users.

Ticket Identifier Prefix:

•   Ticket Identifier Prefix: If an incoming email concerns an already existing ticket, NSP has a function to find this ticket and redirect the email to the correct ticket. The email content will be added as a comment to the ticket. The Ticket Identifier Prefix together with Ticket Id in email subject redirects incoming email. To facilitate this function, the system automatically adds the prefix and the ticket id in the header of all outgoing emails that are sent from a ticket. Therefor if somebody replies to such an email it will contain the correct values without any manual input by the user.
NB: When this prefix once is set it is not advisable to change it.
NB: Do not use “ID” as prefix. This prefix could cause error when handling emails in MS Outlook.

•   Check for ticket identifier in email body (subject is always checked): If this checkbox is activated the system will search for the identifier prefix in both the email subject and body text. If not checked system search for prefix only in email subject.