Starter Guide V 1 - IT service management · By clicking on the ticket line, you can visualize a preview of that ticket. To immediately open a ticket, click on the ticket number in

FULL SERVICE MANAGEMENT SOLUTION PROVIDER

C2 ATOM – Starter Guide V 1.6

Created by: C2 Enterprise Reference: DOC-0000006EN - Version: 2.4

Last Update: 08/01/2018

COMPLETE AND INTEGRATED SERVICE MANAGEMENT SOLUTIONS PAGE | 2 OF 30

Table of Contents

1. C2 ATOM Introduction ............................................................................................................................ 4

2. Main Screen Presentation ....................................................................................................................... 5

2.1 Menu ............................................................................................................................................. 6

2.2 Quick Search .................................................................................................................................. 6

2.3 Creating Tickets ............................................................................................................................. 6

2.4 Display Panel ................................................................................................................................. 7

2.5 Tickets and Tasks Grid ................................................................................................................... 7

3. Environment Configuration ...................................................................................................................... 9

3.1 Creating an Enterprise / Sub-Enterprise ....................................................................................... 9

3.1.1 From the Menu Service Desk / Enterprises .................................................................... 10

3.2 Creating Resources ...................................................................................................................... 11

3.2.1 From the Menu Management / Resources ..................................................................... 11

3.3 Creating Clients ........................................................................................................................... 13

3.3.1 From the Menu Service Desk / Clients ............................................................................ 13

3.3.2 From the rapid ticket creation bar ................................................................................... 13

3.3.3 From the ticket................................................................................................................. 14

3.4 Creating Custom Field ................................................................................................................. 14

3.4.1 From the Menu Management / Custom Fields .............................................................. 15

4. Catalog Management ............................................................................................................................ 16

4.1 Defining a Service Catalog ........................................................................................................... 16

4.1.1 Steps for Defining a Service Catalog ................................................................................ 16

4.2 Creating your Catalog in C2 ATOM.............................................................................................. 17

4.2.1 Steps for creating your catalog in C2 ATOM .................................................................... 17

4.3 4.3 Creating a form in C2 ATOM ................................................................................................. 18

5. Messaging ............................................................................................................................................. 18

5.1 Management / Parameters ......................................................................................................... 19

5.2 Interaction / Messaging .............................................................................................................. 19

5.3 Management / Resources ........................................................................................................... 19

6. Ticket Management ............................................................................................................................... 20

6.1 Creating a Ticket .......................................................................................................................... 20

6.1.1 Steps for Creating a Ticket ............................................................................................... 20

6.1.2 Steps for creating a ticket using the buttons ................................................................... 21

6.2 To Modify a Ticket ....................................................................................................................... 23

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7. CMDB .................................................................................................................................................... 24

8. Creating InterActions ............................................................................................................................. 25

9. Options .................................................................................................................................................. 27

10. Introduction to the MOBILE ................................................................................................................... 27

10.1 LOGIN screen ............................................................................................................................... 27

10.2 Ticket List ..................................................................................................................................... 28

10.3 Menu to select a Filter or Queue ................................................................................................ 29

10.4 Filters and Queues ...................................................................................................................... 29

10.5 Menu to see the basic ticket information ................................................................................... 30



1. C2 ATOM Introduction

The objective of this document is to present the C2 ATOM functionalities and explain how they can be used to efficiently manage your services.

This image shows the elements that compose the C2 ATOM structure. It is a simple one with an easy navigation.



2. Main Screen Presentation

Request management is the main function of C2 ATOM. When connecting to the application C2 ATOM, you directly access the main ticket screen. It is from this screen that most of the request management is done. From the main screen, you can:

• See tickets and tasks

• Follow-up on your tickets

• See tickets that are exceeding the limit date or on the verge of

• Open tickets for you or your clients

• Print the summary of a ticket or of the ticket list

• Return to initial configuration of the grid

Number Description

1 Menu

2 Application Authentication and Disconnection

3 Ticket Creation

4 Advance Search

5 Display Panel

6 Tickets and Tasks Grid

7 Quick Search

NOTE: This main tab can never be closed.



2.1 Menu

The menu allows you to manage the application and its features. For example, manage resources, customers and businesses, view the dashboard and access the portal.

NOTE: The menu display may differ depending on the rights of each resource.

2.2 Quick Search

This function allows you to do a quick search on the following items:

• Ticket number

• Client name

• One word of the Summary

NOTE: the use of the symbol # (hash) before the ticket number to open the ticket directly (Ex. #00202502).

2.3 Creating Tickets

This section represents the toolbar that allows you to create new tickets. (See Ticket Creation section)



2.4 Display Panel

This menu is mainly for the administrator, but some functions may also be used by everyone.

2.5 Tickets and Tasks Grid

The ticket grid allows you to easily view active tickets. It is also possible to modify the visible grid columns by adding or removing them.

CHAT: Ability to start a conversation with another resource. Also, shows how many resources and clients are connected.

GROUPS: Ability to quickly view the members of a resource group.

QUEUES: We select the desired queues, to see only the tickets that belong to them. The number represents the number of tickets and if it is bold, a new one.

FILTERS: Custom filters can be created, but we can also use the default ones already present under Statistics.

STATISTICS: Some fixed filters (default) of the system (they cannot be modified).



NOTE: By default, only the tickets and active tasks are displayed in the grid.

You can filter the information displayed under the grid under all the different buttons. We have 4 different views available:

• Ticket Grid

• Calendar

• Kanban

• Gantt

We then have 2 types of notes represented by buttons and which filter our different views (left buttons, at the top of the grid).

• Tickets, Tasks

• Open, Closed, Draft (this is the status of the ticket)

P.S. The “Tickets, Tasks, Open, Closed” buttons can be used together (e.g. to filter anything).



By clicking on the ticket line, you can visualize a preview of that ticket.

To immediately open a ticket, click on the ticket number in the grid.

3. Environment Configuration

3.1 Creating an Enterprise / Sub-Enterprise

Because a catalog needs to be associated with an enterprise, the enterprise creation is the first step in the environment set up. Therefore, if you have many departments / sites or divisions, you can create enterprise subdivisions (sub-enterprises) to group clients. It is also possible to create new enterprises, to deactivate one or modify their information (Ex. Addresses). After that, you can associate clients to one or more enterprises.

NOTE: It is essential to assign a catalog to your business, so that all customers have access to the range of requests they are allowed to.



3.1.1 From the Menu Service Desk / Enterprises

It is possible to create subdivisions by creating a new enterprise and dragging and dropping it under another existing enterprise. It will then become its parent.



3.2 Creating Resources

Resources are users of the solution C2 ATOM. They are responsible for the ticket management and support clients and their requests.

3.2.1 From the Menu Management / Resources

To create a resource, you need to fill the basic information and assign an Enterprise and a Security Group.



NOTE: Resources can be both a client and a resource. A customer that was created from the client menu can be converted as a resource and vice versa.



3.3 Creating Clients

The clients are the end users of the application (also called Requestor / Applicant). Each customer associates a company, giving them access to catalogs or specifying a custom catalog. It is also possible to give them access or not to a Portal.

3.3.1 From the Menu Service Desk / Clients

To create a client, you need to fill the basic information and assign an enterprise or a specific catalog.

3.3.2 From the rapid ticket creation bar



3.3.3 From the ticket

NOTE: Customers can be imported with a .CSV file or manually created under the management section.

3.4 Creating Custom Field

A custom field allows you to add information to a request. You can create or deactivate a field. Here are the types of custom fields that are available:

• Application

• Attachments

• Button

• Checkbox

• CI

• Client

• Date & Time

• Decimal

• Email

• Enterprise

• External Data

• External Web Page

• Geolocation

• Integer

• Label

• List

• Memo

• Multiple CI

• Multiple Client

• Multiple List

• Rating

• Reservation

• Resource

• Schedule

• Sequence number

• Text

• Url

The Client, Resource and CI types are autocompleted lists, based on the item of the same name in the application.



3.4.1 From the Menu Management / Custom Fields

All there is to do to create a custom field is to complete the basic information, such as the name of the field that will appear on your form and the type.

Once customs fields are created, they are available and ready to be inserted into any Requests, Client Forms or a CI in the CMDB.



4. Catalog Management

Since C2 ATOM is built around a service catalog that is the intuitive core of the application and is an ideal management tool for technical resources that use it on a daily basis. It is the same with the standalone consumer services by customers - users through mobile self-service web portals.

4.1 Defining a Service Catalog

Define a service catalog is a fairly complex process. There are several ways to structure the information, depending on your needs as it is possible to define several catalogs and assign them to various enterprises. Customizable fields complete the definition of the different elements of the catalog.

4.1.1 Steps for Defining a Service Catalog

After completing the first 3 steps you will have a functional catalog.

1. Identify the requests; Verbalize requests based on what users are accustomed to ask

2. Grouping the request into services; A service is not just a sub-category or department in your company; it must be a service you offer to your customers to provide value by facilitating results.

3. Grouping services into categories; The first level of catalog management is the definition of the categories. A service catalog can be divided into several categories, according to the demands to manage. You can have as many categories as desired.

The following steps are used to further document applications according to your needs.

1. Identify and associate custom fields to requests

2. Identify and associate tasks to requests.

An Excel template can be used to help you brainstorm.



4.2 Creating your Catalog in C2 ATOM

There are three levels to a C2 ATOM catalog: category, services and request. Creating a catalog begins with the analysis of the services that you offer your customers, identify the services and the possible request they can submit from the C2 ATOM portal.

4.2.1 Steps for creating your catalog in C2 ATOM

1. Grouping services into categories. a) SERVICE CATALOG / CATEGORIES: Create your categories b) SERVICE CATALOG / SERVICES: Create your services and associate them to a category

2. Create you request template. (Meaning adding custom fields and tasks that will appear in each

request). a) MANAGEMENT / LISTS: Create your lists b) MANAGEMENT / LIST ITEMS: Populate your lists c) MANAGEMENT/ CUSTOM FIELDS: Create your custom field with the label that will

show on your form. d) SERVICE CATALOG / TASKS TEMPLATES: Create your tasks e) SERVICE CATALOG / REQUESTS: Create your requests with all the information that

must appear in the form such as custom fields and tasks. Subsequently, associate the request to a service.

3. Set your catalog and associate it with your clients.

a) SERVICE CATALOG / CATALOG: Identify what are the demands that will be accessible through this catalog.

b) SERVICE DESK / ENTREPRISES: Assign a catalog to an enterprise. c) SERVICE DESK / CLIENTS: Add one or more enterprise(s) to your client.

Here is an example of IT service catalog

NOTE: It is not necessary that your catalog is complete, to start the service management. You can identify some priority requests and add others over time.

It may be worth starting to create a private Category / Service / Request OTHER, in order to grasp the demands that cannot be categorized.



4.3 4.3 Creating a form in C2 ATOM

The forms are managed in the Service Catalog / Requests. Each catalog request can represent a form. In this request, you could create a form with custom sections and fields as well as a workflow with tasks to complete in a specific order (including one or more task approvals).

From the Management / Custom Fields menu, you can create custom fields and insert them into service catalog requests.

You can also create task templates that will be used in request workflows from the Service Catalog / Task Templates menu.

5. Messaging

In messaging, you must configure the IMAP and SMTP (POP removed for a security decision). Then:

• Associate a “default request” to the email account. This will be used as a template when creating the ticket by a new email.

• Associate an “email acknowledgment” template that will automatically be sent to the sender of the email.

• Once the email account has been configured, go to the next step.



5.1 Management / Parameters

By default, there is no email address in this option, but it is important to add one, because when sending an email from a ticket, you want the recipient to see your customized email address. The custom tag in the mailbox will also be identified in the email summary sent from the solution. So the emails you receive will be registered in the right ticket.

5.2 Interaction / Messaging

• If Custom SMTP is set to No, the system’s “default” will be used.

– For “On premise” clients, account registered in file C2AtomSettings.config.

– For “SaaS” clients, default account of C2 ATOM.

• If Custom SMTP is set to No, the messaging email address will override the default one. (file C2AtomSettings.config).

5.3 Management / Resources

In this section, each resource can have its own personalized email account to identify where the message comes from when that resource sends and email from a ticket.

If there are multiple email addresses identified in different locations, the email in the Parameter section will be the default account.



6. Ticket Management

6.1 Creating a Ticket

This section is the toolbar for creating new tickets.

6.1.1 Steps for Creating a Ticket

This section shows how to create a new ticket using the toolbar / search query.

1. Select the origin of the ticket.

2. Enter the name of the client in the appropriate field.

a. Select the desired client from the list.

b. To see all active client tickets, click on the magnifying glass on the right.



3. Enter the name of the request type in the appropriate field.

4. Subsequently, complete the fields for all sections in the newly created ticket.

6.1.2 Steps for creating a ticket using the buttons

Using the , you can create a new ticket:

1. If you selected a client in the toolbar, it will be selected for the ticket.

2. From the ticket, you can search to select a request (this action will categorize the ticket automatically).

a. Categorize = the ticket type (incident, problem, service request, change request, project), the client catalog, the category and the service.

b. These links can be made when managing service catalog requests (see Service Catalog ˃ Requests).



c. You can also press on to replace the request search bar by fields to categorize the ticket manually (the lists are filtered according to the service catalog configuration « catalog, category, service, requests ».)

d. You can create a ticket by selecting the ticket type with this button Then the fields for the categorization of the ticket will be “filtered” according to the type.



6.2 To Modify a Ticket

It is possible to modify a ticket by clicking on the edit button in the preview.

That way, information can be changed and saved.



7. CMDB

To be able to create a CMDB (Configuration Management DataBase) it is essential to create the folders in which can be found items (location, categories, processes etc.) and categories that identify the attributes of each item in the CMDB.

• Create folders, if necessary.

• Create categories and add attributes to each.



1. Create the inventory items manually or import a .CSV file

8. Creating InterActions

The InterAction module allows you to establish rules for automatic action execution, according to pre-established conditions. This way, you can customize your C2 ATOM application as needed.

1. First, set the target and the type of ticket on which the action must be asked.

The target of the action may be a ticket or CI. When it comes to tickets, we can determine what type of ticket interaction will apply. By default, if no ticket type is selected, the action will be applied to all tickets.



2. Subsequently, define under the CONDITION(S) section, the acceptance conditions for triggering the action of the process.

a) Used to do, in one interaction, groups of OR condition sets that are separated by a logical

function AND.

Two types of relation are available:

AND (default value): Equivalent to the logic function if, which means that the action will be performed only if all the listed expressions are valid.

OR: Equivalent to the logic function, if at least one condition is valid, the action will be performed.

b) Determining the expression(s) forming part of the condition. Select the origin (Client form or

ticket) of the field and the field itself on which the validation will be made, then enter the value that must be validated.

3. Finally, document the action to be made, when the condition is valid.

NOTE : The conditons functionality is also available at the CI and ticket searches



9. Options

This is where you manage the application's default language and password. You can create your filters that will allow you to quickly define how to visualize the information you need. Your Search Templates provide you with the ability to create custom search templates based on your desired conditions. This is also where you can create your grid templates by CI and by ticket. You can choose your preferences; for customer research, the general layout of your ticket grid as well as your tickets and CIs. You will find the Guided Tour in this section.

10. Introduction to the MOBILE

This document has for objective to display the functionalities of our C2 ATOM – Mobile application.

10.1 LOGIN screen

To reach this screen, you must call the following web link: https://app.c2atom.com/mobile

https://app.c2atom.com/mobile



10.2 Ticket List



10.3 Menu to select a Filter or Queue

10.4 Filters and Queues



10.5 Menu to see the basic ticket information

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Starter Guide V 1 - IT service management · By clicking on the ticket line, you can visualize a preview of that ticket. To immediately open a ticket, click on the ticket number in