Settings Сonsole

Persons who have been assigned at least one role get access to the settings console to review the space of their organization. In this console, they can also view service categories, calendars, holidays and other options that have been defined for their organization's space.

Space (account) administrators or headspace (directory account) administrators can use this console to configure the space configuration. It is in the settings console that they manage service categories, calendars, holidays, etc. in the space. In addition, this console provides administrators with the ability to schedule and perform exports.

In the settings console, space administrators and auditors can view audit records and system logs.

Through the “Current Usage” view, space administrators, auditors, and Service Desk Managers can see the roles assigned to individuals in the space.

Only the owner of the space has access to several additional sections of the settings console: “Space Settings", “Legislation and Legal regulations", “Security” and “Password Policy".

The sections of the settings console are described in detail below.

Overview of the space (account)

This section provides an overview of the space where your person record is registered. In addition to the space configuration settings, the trust relationships established with the spaces of the RR Tech Service Management (R-Service) system of other organizations are also listed here.

Space (account) Settings

This section is accessible only to the administrator of the space, who is the owner. Here, the owner of the space can update the name of the space, select the default currency (all financial information of the space is displayed in the selected currency), the new owner, the default time zone (for creating reports for specific periods), the default language (all translations are displayed in it), etc.

Trusted spaces (accounts)

Through this section, you can manage trust relations with other spaces of the RR Tech Service Management (R-Service) system.

Here you can make roles available from the selected space (see Switch spaces) for trusted spaces, and trusted spaces can get permission to assign tasks to the selected space.

Support domains

This section is accessible only to the administrator of the space, who is the owner. Here, the owner of the space can create a structure of spaces by adding support domains to the head space.

Legislation and legal norms

This section is available to the owner of the space. It contains information about the RR Tech Service Management (R-Service) system, which is required for, for example, information security and data protection.

Safety

Using this section, you can limit the duration of an inactive user's session (in order for it to end automatically after the specified time). Here you can also specify the allowed file extensions that are attached to the records of the RR Tech Service Management (R-Service) system. This section is available only to the owner of the space.
The Security section also contains a Stopword field, which is a configurable list of prohibited words in comments (for example: "login", "password", etc.). If a comment contains words included in this list, a warning appears (its text can be configured in the field of the same name) about the impossibility of their use. In addition, the system does not allow you to post a comment with stop words. The list can be configured individually for the support domain, and the list can also be taken from the head space. Stopwords work for new comments (in the specialist's interface, on the self-service portal, as well as on the server, i.e. if they are created via the API) in various types of records: queries, issues, workflow and project tasks, releases, etc. Important: stop words are relevant specifically for comments. They are not checked, for example, in UI extensions and user fields. Stop words do not affect the rules of automation. Stop words are case-independent and are detected as parts of words (for example, the phrase "pass" listed will be detected in both the word "password" and the word "passing"). Phrases with spaces are supported (for example, "card data", "card information").

Single Sign-on (SSO)

The RR Tech Service Management (R-Service) system has the ability to configure, in which users do not need to log in separately to access it. At the same time, the RR Tech Service Management (R-Service) system uses the existing authentication mechanism in the organization to provide access to IT department employees and end users.

Detailed information about Single Sign-on (SSO) can be found in the developer documentation.

Password Policy

The password policy of the RR Tech Service Management (R-Service) system is a set of rules that enhance security and help users create strong passwords. This section is available only to the owner of the space.

SCIM Users

SCIM user records are created automatically when information about them is provided by the provisioning client.

Detailed information about SCIM can be found in the developer documentation.

SCIM Groups

SCIM group records are created automatically when information about them is provided by the provisioning client.

Detailed information about SCIM can be found in the developer documentation.

Certificates

The RR Tech Service Management (R-Service) system provides the ability to create certificates. After creation, the certificate can be linked to one of the single sign-on (SSO) configurations in the space of the RR Tech Service Management (R-Service) system (provided that the SAML protocol is used).

Space (account) design

Using the space design section, you can add and change the organization's logo, colors, fonts, etc., located on the screen of the RR Tech Service Management (R-Service) system and visible to customers of the organization's IT services. In this case, customers will be able to accurately determine the environment they are in, for example, by tracking the progress of their requests on the self-service portal.

Self-service portal design

Administrators can use this section to customize the homepage, menu, and interface style of the RR Tech Service Management (R-Service) self-service portal.

Self-service Portal Settings

In this section, administrators can configure the functions available to supported users on the self-service portal.

Email Policy

In this section, for all notifications (emails) automatically sent by the RR Tech Service Management (R-Service) system by e-mail, you can specify the sender's name and the reply address. Before changing the response address, be sure to review the sender's security policy information.

Here you can also specify the email address to which hidden copies (Bcc) of each automatically created email will be sent. Such a setting may be necessary to comply with regulatory requirements or to provide administrators with a complete log of emails created by the RR Tech Service Management (R-Service) system.

In this section, you can also configure the RR Tech Service Management (R-Service) system to receive emails from individuals who have not yet registered in the space. In this case, when Mail API receives an email from an unknown sender, the RR Tech Service Management (R-Service) system registers a new account of the person. This setting can be limited to emails from certain Internet domains.

Using the "Allow email parameter #from:" option, you can allow the website to collect various information about the user and his email address, send them by email to the RR Tech Service Management (R-Service) system and create a new account of the person (if this customer is not yet known) and a new request. You must specify the sender of the email coming from this website and the authentication token. Both should be present in the incoming mail, for example:

#auth: ABC123x

#from: website-email@example.com

Letter design (email)

You can create email designs (one or more), then the notifications created by the RR Tech Service Management (R-Service) system and sent by email will contain a signature and layout corresponding to the corporate identity of the organization. In the future, these designs can be applied to specific email templates.

Letter templates (email)

The RR Tech Service Management (R-Service) system automatically sends out email notifications so that individuals receive timely information about important updates. Email templates can be used for each notification created by the RR Tech Service Management (R-Service) system. These templates can be customized and translated as needed.

PDF Designs

The RR Tech Service Management (R-Service) system has the ability to automatically create PDF files for each workflow or project manager.

You can also print the monitoring panels of the RR Tech Service Management (R-Service) system in PDF format.

In this section, you can customize and save the design of these PDF files.

Media Library

The media library contains all the media files of the space. These media files are published on a web server, so they can be included in query templates, knowledge base articles, letter designs, etc.

Alerts (broadcast)

Alerts can be sent to end users and specialists. In this section, you can create and update alerts.

Custom Links

You can use this section to add links to the Actions menu. By clicking the Actions button on the toolbar, users get access to these links and can use them.

Surveys

Developers and administrators of the space can create surveys to evaluate the services used by users. Surveys contain text and/or rating questions. They can be filled in anonymously in the "My Services" section of the self-service portal once a calendar month for each service.

UI Extensions

The RR Tech Service Management (R-Service) system allows you to create UI extensions and link them to query templates, workflow templates, task templates, projects, etc. The UI extension usually contains a number of fields in which the user is prompted to enter certain information. The Fragments feature allows you to create UI extensions without having to write code, but you can manually add HTML, JavaScript, and CSS code.

The UI Extensions section is available only to administrators of the space.

Custom Filters

If a custom field from the UI extension becomes "filterable", a filter is created, which allows you to apply the filter to views and reports using the values of the custom field. This section provides an overview of all custom filters created in the RR Tech Service Management (R-Service) system.

Custom Views

You can create custom views in this section. They are used to determine which entries can be selected in a custom suggestion field that is associated with a custom view.

Custom Collection

A custom collection creates a record type that is not available as standard in the space of the RR Tech Service Management (R-Service) system. In this section, you can manage these special record types.

Custom Collection Items

A custom collection item is an entry that is part of a custom collection. These special records are stored in this section.

OAuth Applications

OAuth applications are created in this section. They can be used by both regular web applications and machine-to-machine (for example, CLI) applications to access the API of the RR Tech Service Management (R-Service) system.

Webhook

Webhook is a way to "tell" the RR Tech Service Management (R-Service) system to call a script on one of your own web servers when a certain event occurs. They can be considered as push notifications or event observers. More information about the webhook can be found in the developer documentation.

Webhook Policy

A Webhook policy is created to cryptographically sign the payload of one or more Webhooks. In this section, you can manage Webhook policies to provide an additional layer of security for the payload that the Webhook sends.

Webhook Delivery

An entry is added to this section each time the payload is delivered to the URI (target server) via a Webhook. These records provide information about when the Webhook was delivered, what was included in its payload, whether the delivery was successful, and what the target server's response was.

App Store

In this section, you can activate standard integrations between the RR Tech Service Management (R-Service) system and other services.

Application Offerings

The application offerings provide integration between the RR Tech Service Management (R-Service) system and external systems. A vendor can set up application offerings in their space and publish them to trusted spaces, and trusted spaces can install applications using the applications section in their settings console.

Automation rules

This section contains all the space automation rules created for workflow templates, tasks, project templates, and project tasks.

Short URLs

In this section, experts can shorten long URLs to make them easier to share with others. Configuration managers and space administrators can view all short URLs addresses here, set or update the URI referenced by each short URL address, and reserve short URLs addresses. which can then be exported and used to create QR codes or NFC tags en masse.

Translations

Many record types, including UI extensions, can be translated in this translations section. The translation of these records ensures that they are displayed on the self-service portal in the preferred language of the end user.

Types of workflows

Types of workflows spaces of the RR Tech Service Management (R-Service) system are options for the “Type” field, visible by workflow managers in the workflow templates and workflows of the space (provided that at least one type of workflow is enabled). In this section, space administrators can manage the types of workflows.

Project categories

This section lists the project categories available to project managers in the space.

Project risk levels

This section lists the project risk levels available to project managers in the space.

Degrees of risk

This section lists all the degrees of risk defined for the space.

Categories of services

This section lists all the service categories defined for the space.

Product Categories

This section lists all the product categories defined for the space.

Effort classes

This section lists all the effort classes defined for the space.

Time Table Settings

In this section, you can manage timesheet settings for employees working in various organizations registered in the space.

Types of labor costs

In this section, you can manage the types of labor selected by individuals when registering their working hours.

Tags

Tags can be linked to queries. You can attach up to 10 tags to each query.

Calendars

This section lists all the calendars available for the space.

Holidays

This section lists all the holidays that can be linked to the calendars of the space.

Periods outside the office

All persons who have access to the interface of the RR Tech Service Management (R-Service) system with the role of a specialist can manage their periods outside the office in this section. They can register several periods outside the office for the time when they plan to be unavailable. Administrators in this section can create and update periods outside the office on behalf of persons registered in the space of the RR Tech Service Management (R-Service) system.

Activity Monitor

The Activity Monitor provides an overview of all persons registered in the RR Tech Service Management (R-Service) system.

It shows when these individuals last used the self-service portal or the specialist's interface, how many days ago they set the password for the RR Tech Service Management (R-Service) system, when they last used REST or GraphQL API in the system, when was the last time you updated your personal token to access the system, whether two-factor authentication was activated in the system.

The warning icon is displayed if the password of the user of the RR Tech Service Management (R-Service) system or the personal token is outdated for more than 90 days. The icon color changes from orange to red for users who have not updated their password or personal token for more than one year.

Current usage

This section lists all the active people who have one or more roles in the space. It displays the most up-to-date access information for each user.

Charged (Billable) users

This section is available only to administrators of the space. It is used to account for the use of licenses within the active space.

Export

In this section, you can export or schedule several types of records. This can be a full, partial, or gradual export. The Export Fields page explains how the export form can be used to launch or schedule exports.

Inbound email

This section lists all the emails received by this space. These emails can be viewed here by the administrators of the space.

Storage Policy

This section specifies the retention periods for the types of records containing personally identifiable information.

If the record is in the final state and remains unchanged during the first specified period (the period for moving to the archive), it is moved to the archive. Similarly, if an entry remains unchanged during the second specified period (the period for moving to the trash), it is moved to the trash. If an entry has been in the trash for 28 days, it will be permanently deleted.

Archived recordings can be viewed in Archive.

Deleted records can be viewed in Trash.

Audit records

This section displays a list of all audit records for all space records, presented in chronological order. The view can be limited to those audit records that have been created for a specific record type.

System logs

All authentication, import, export, task, and permission events are logged in the system logs. For example, if the user failed to log in to the RR Tech Service Management (R-Service) system, the log indicates exactly what happened. This option is especially useful for setting up Single sign-on (SSO). You can also view the results of the import or export in the system logs. Error messages (if any) can be opened from the log entries. The permission log shows which roles were added to or removed from individuals, when this happened, and by whom it was done.