The customer is an organization or person requesting products and/or services. They can be internal and/or external to the organization.

This feature provides a variety of actions, such as 

Learn how to effectively manage internal and external clients requesting products or services with this comprehensive document. Discover the step-by-step process of accessing the Clients functionality, filling in mandatory fields, and saving changes for s

Registering Cause of Incidents

Registering a Client

Registering Company

Docs - CITSmart

CITSmart X PINK

What is CITSmart ?

Introduction to Platform

Untitled

IT Operations

Artificial Intelligence and Machine Learning

Request Management

Incident Management

Configuring Access Permission of Request/Incident Management

Configuring Approval Request via E-mail

Creating Template of Incident, Request, and Procedure

Creating, and then, Closing the Ticket

Creating Automatically a Ticket when Receiving an E-mail

Notification through delegated E-mail Ticket

Relating Group to the Contract

Relating Unit to the Contract

Analyzing Service Request Trends

Analyzing Event Trends

Approving a Ticket

Attending with Remote Support

Auditing a Ticket

Canceling Ticket

Capturing an Incident or Service Request

Changing SLA of a Ticket

Creating and Viewing Sub-Ticket

Generating Reports - Request and Incident Management

Creating Escalation Rule

Creating Ticket

Delegating Ticket

Desktop of the Service Desk

Directing the Ticket

Generating Report through the Panel of Charts and Reports - Request and Incident

Hierarchical Escalation in the Attendance

Linking other Functionalities to the Ticket

Locating a Ticket

Managing Team with Kanban

Printing Ticket

Reactivating Suspended Ticket 

Reclassifying Ticket

Registering Ticket Execution

Registering Ticket Occurrences

Registering Ticket Related

Registering Ticket Source

Registering Ticket via Template

Reopening Ticket

Scheduling Ticket Activity

Searching Ticket in the Advanced Mode

Suspending and Reactivating Multiple Tickets

Suspending Ticket

Validating and Closing the Ticket

Verifying my Tickets

Service Desk

Financial Management

Registering Financial Item

Financial Cost Calculation

Financial Item Category

Financial Reports

Registering Financial Cycle

Financial

IT Asset Management Functionalities

Service Assets

Service Continuity Management

Defining Service Continuity Policy

Continuity Test Calendar

Registering Continuity Plan

Registering Impact Analysis in the Continuity Business

Invoking Continuity

Registering Service Continuity Vital Functions

Defining Service Continuity Project

Registering Service Continuity Strategy

Registering Continuity Organizational Planning

Reviewing and Auditing Service Continuity

Registering Service Continuity Scope

Registering Service Continuity

Registering Risk Category

Registering Threat Category

Registering Continuity Risk

Registering Continuity Template

Defining Access Permission to Continuity Management

Registering Threat

Registering Continuity Test Registration

Registering Continuity Risk Evaluation

Registering Continuity Awareness

Continuity

Verifying Service Availability

Verifying Availability of Availability Group

Verifying CI Group Availability

Verifying Configuration Item Availability

Registering Availability Group

Availability

Registering Type of Capacity Indicators

Registering Capacity Indicators

Creating Capacity Reports

Capacity

Registering Nagios/Zabbix Connection

Registering Global Manager

Registering Nagios Manager

Registering Nagios Generic Manager

Registering Occurrence Category

Registering Notification Recipient

Registering Time

Registering Zabbix Manager

Registering Zabbix Generic Manager

Generating Reports - Event Management

Registering Event Notification

Creating Ticket from an Event

Creating a Problem from an Event

Creating a Change from an Event

Closing Occurrences and Actions of an Event

Registering Event Audit

Event Center

Internal Menu of Event Management

Viewing Event

Searching Event

Registering Inventory Manager

Registering Event Monitor Connection

Registering EPL Template

Setting Inventory Connection

Closing Event Occurrence

Event

Configuration Management Funcionalities

Registering Software Blacklist

Registering Financial Value of CI

Registering Definitive Media

Registering Characteristics

Collecting Hardware Data from MIB (SNMP)

Creating/Registering Type of CI Relationship

Creating Connection to Remote Access Server

Changing Group of Configuration Item

Verifying Configuration Item captured by Inventory (Agent)

Verifying Configuration Item History

Analyzing Configuration Item Impact

Verifying Processes related to the Configuration Item

Registering Cost per hour of Unavailability

Relating Configuration Item to a Service

Deleting Group of Configuration Item

Linking Calendar to Group of Configuration Item

Linking Demand Attributes to CI

Generating Report - Configuration Management

Exporting CMDB

Linking Service Level Agreement to CI Group

Registering Configuration Item 

See Map of Relationship of a CI

Verifying Execution Status of CI Inventory

Searching Configuration Item

Changing the Configuration Item Data

Registering Configuration Item Group

Registering Type of Configuration Item

Configuration

Generating Reports - Problem Management

Registering Problem Justification

Scheduling Problems Activities

Registering the Occurrences of the Problems

Relating Items to the Problem

Executing Problem

Suspending Problem

Canceling Problem

Advanced Problems Search 

Registering Problem

Creating Problem Portfolio

Problem

Additional Reports of a Change

Approving Change

Activities of the Change Planning Phase

Changes Desktop

Closing Change

Registering Reversion Plan of Change

Relating Items to the Change 

Generating Reports through the Charts and Reports Panel - Changes

Suspending Change

Registering Change via Template

Generating Reports - Change Management

Registering Change

Registering Change Occurrences

Calendar of Changes

Registering a Portfolio of Change

Registering Change Justification

Registering Template of Change

Canceling Change

Advanced Search of Closed Changes

Change

Configuring External Access to the Knowledge Portal

Refining Search in Knowledge Portal

Registering Image Category

Registering Subject

Notifying Responsible for the Knowledge Expiration

Registering Synonym

Storing Images in the Gallery

Creating Folder

Displaying and Searching for the Tags in the Knowledge Portal

Indexing Knowledge

Generating Reports - Knowledge Management

Creating Knowledge

Knowledge

22 Practices