Service Express

Configuration Guide



























Your Company Information Here

Table of Contents



Introduction	3
Basic Configuration Process	3
Flow for Configuration	5
Editing Positions	6
Editing Employees	7
Editing Ticket Types	8
Editing Ticket Status	9
Editing Problem Types	10
Editing Problem Priorities	11
Entering Customers	12
Worksheets	13
Ticket Type Worksheet	14
Ticket Type Problem Worksheet	15
Ticket Type Problem Status Worksheet	16
Ticket Type Problem Priority Worksheet	17
Positions Worksheet	18
Work Flow Worksheet	19





Introduction

This document describes the set up of the application.

Be sure to read the Process Guide to see how the application would be used by a user within the company.

The Site User Guide will describe the use of the product by the company's customer's user's base.

If you are reading the text version of this document, PDF files with images, tables, hyperlinks, and diagrams are available from Amduus.
Basic Configuration Process

During installation, a super user account is created allowing login to the application.  This super user will have access to the configuration screens for  the application.  Access to the screens are achieved by logging into the web site for internal users and accessing the configuration pages.








Flow for Configuration


Editing Positions
Positions represent a group of people who perform the activities to be done on a ticket for a given status.


Editing Employees


Editing Ticket Types


Editing Ticket Status


Editing Problem Types


Editing Problem Priorities




Entering Customers















Worksheets

These work sheets should help you pre-plan your configuration.

Photocopy or cut and paste them into working documents you can use.





Ticket Type Worksheet

Ticket Type

Ticket types are an overall process of interaction between
the user and the company.

Type:


Business Function Of Type














Process Owner:

E-Mail:

Phone:



Copyright 2001 Amduus Information Works, Inc.


Ticket Type Problem Worksheet

Ticket Type Problem

Interactions between the company are sub-categorized
as problems  Each problem as a resolution process defined
by statuses (See Status Work Sheet) 

Type:

Problem:


Description of Problem Code














Process Owner:

E-Mail:

Phone:


Priority:


Copyright 2001 Amduus Information Works, Inc.


Ticket Type Problem Status Worksheet

Ticket Type Problem Status

Interactions between the company are sub-categorized
as problems  Each problem as a resolution process defined
by statuses (See Status Work Sheet) 

Type:

Problem:

Status:


Description of Status Code














Process Owner:

E-Mail:

Phone:


Position to handle Status:


Copyright 2001 Amduus Information Works, Inc.


Ticket Type Problem Priority Worksheet

Ticket Type Problem Priority

Ticket problems can be prioritized. 

Type:

Problem:

Priority:


Description of Priority Code















Copyright 2001 Amduus Information Works, Inc.


Positions Worksheet

Positions

Positions are used to assign a ticket of status "n" to
an employee for solution. 

Position:


Duty of Position















Name
E-mail
Employee:


Employee:


Employee:


Employee:


Employee:


Employee:




Copyright 2001 Amduus Information Works, Inc.


Work Flow Worksheet

Work Flow

Work flow defines the order statuses are cascaded to, as well the position to
 handle that  status.

Step:

Type:

Problem:

Status:

Position:


Action to be taken














Decision
Jump to Step














Copyright 2001 Amduus Information Works, Inc.