Space Settings (Account settings)

In the space settings section, the space administrator (acting as the owner) can update the name of the space, select the currency for displaying the financial information of the space, control the capabilities of the R-Service system used, and make other settings.

Strict confidentiality

In a space for which the strict confidentiality option is enabled, the access of specialists to the requests, problems, tasks and tasks of the project assigned to their teams is limited. The approving person (in the case of the approval task) has access to the entire workflow. A person with the role of project manager has access only to those projects for which he is the manager. The persons specified in the project task have access to the entire project.

If a request that has an internal comment and relates to a space that uses strict confidentiality is assigned to another space that has strict confidentiality disabled, then all specialists from the other space get access to the request but do not see the internal comment, even if this space belongs to the same head space (DA - Directory Account) as the space with strict confidentiality..

Internal comments and internal fields of UI extensions are visible in other support domains.

When this option is enabled, specialists from other support domains belonging to the same headspace will be able to see internal comments and internal extension fields. UI created in this support domain.

End User Privacy

If a space uses the end user privacy option, then users associated with such a space cannot have roles. Spaces with the end-user privacy option are intended for end users only. As a rule, such spaces are used in government, trade, and educational organizations to register citizens, consumers, and students. These persons cannot mention or be mentioned by others, cannot register requests on their own behalf or on behalf of others, cannot be key contacts or representatives of the customer, and cannot see other persons in this space.

It is preferable to use internal comments

When using this setting, comments created by experts in queries will be internal by default. To create public comments, specialists will need to manually switch the type of comment being created. This setting is enabled by default when using the strict privacy option.

External end users may mention others

When using this setting, individuals from an external organization can mention other individuals in the comments using the @ - mark function when working on the self-service portal. The option allows external end users to see other users.

Managing requests

This setting makes the fields and options in the request, task, and workflow forms typical for IT organizations. By default, a request is considered a request, not a request for change (RFC), request for information (RFI), or an incident. When using this setting, the "Influence" field is hidden, and when the request is completed, you do not need to specify the reason for completion. If the "Implementation" category is selected for the task template, the "Impact" field is set to "No", after which this field is hidden. The Influence field is always hidden in tasks and workflows.

Agile

This setup allows space specialists to install and use Agile boards, product backlogs, and Scrum. The R-Service system makes it possible to use sprints: you can start sprints on Agile boards and link the elements included in the sprint area.

Problem management

The setting makes the role of problem manager available. Problem managers identify and manage the causes of incidents in the R-Service system. If a problem is identified, you can add a request to an existing problem or create a new one. Opening a new problem from a request allows you to automatically add the necessary information to the new problem: manager, topic, service, influence, configuration items (CI).

Release Management

This setting makes the release manager role available. The release manager can merge changes into releases, coordinate their planning and monitor progress. Such functions can be useful if several changes are required to achieve a common goal, but they are implemented by different teams and affect different services.

Risk management

When using this setting, you can register risks in the R-Service system immediately after they are identified. Risks are associated with projects, services, and/or organizations that they may affect. Risks form the organization's risk register.

Configuration Management

This setting allows you to associate configuration items (CI) with request templates, requests, problems, task templates, and tasks. Reservations can be linked to a booking account, even if this setting is disabled.

Default organization

When using this setting, person can belong to only one organization. The person records created automatically belong to the default organization, as defined in the space settings. In this organization, you need to enable the ‘End User Privacy' option. The persons of such an organization are gathered together, but they cannot "see" each other in the R-Service system.

URL-support address

With this field, support organizations provide another way of communication if someone cannot access the R-Service system to send a request. Important: Specify the correct URL, even if this field is optional.

Currency

The default currency is selected in this field. It is used when specifying prices. All reports are displayed using this currency.

Language

The default language is selected in this field. It displays the user interface and all the translated terms from the section ‘Translations in the settings console. Each person has the option to set their preferred language (the R-Service system will be displayed on it). In the Service Desk console, the data is displayed in the language of the person indicated in the "Requested for" field, so that the Service Desk analyst can communicate with the initiators in their language.

Time zone

The field defines the default time zone for this space. Users can select their preferred time zone in their profile, which will display all dates and times (for example, decision time targets). Changing the time zone affects the space reports, but only the data that will be received later. At the same time, users may notice no changes or, conversely, sudden changes in reports during the time zone update period - this is caused by a time shift forward or backward. In addition, until the servers of the R-Service system process the update, the reports may take into account the old time zone (this happens within a short period after the time zone of the space is changed).

Time format

The default time format is selected in this field. Each person can set their own (preferred) time format.

Beginning of the week

Usually, Monday is set in this field. The specified day is the first day of the week for setting targets for registering working hours for the week.

The owner of the space

The person responsible for this space is selected in this field. Any administrator registered in this space can become the owner of the space.