When starting out HotH, the first area that needs to be configured is Your Company Settings.
This area contains general characteristics of your organisation and overall settings for processing HotH.
To find this, navigate to the Settings Cog >Your Company Settings:
You can leave most settings as the default for now, but be sure to enter you Name, Email, Office Hours and Public Holidays.
In the example below, 5 days means that your clocks on SLAs (Service-Level Agreements) will count the working week, from 9:00 to 17:30. Outside of these times (and any Public Holidays entered) the elapse time will not be counted.
For more information, see Your Company Settings.
It needs to be established which processes you are intending to implement; this will determine the Folders to be created.
Go to the Settings Cog > Folders to view the Folder Summary in your system.
The main processes in HotH are Ticket Management, Request Fulfilment, Problem Management, Change Management, Release Management and Operations Management.
It is not always necessary to create separate Folders for each individual process. For example, Ticket Management and Request Fulfilment can be combined for simplicity of end-user ticket logging. You may also wish to include Release Management within your Change Management process.
Also, if your organisation or business has multiple departments that have to be kept separate and operate in separate ways, then different Folders can be created for ticket logging for each department.
Each Folder can be set up with their own Process Type, Data Dictionary, Prefix, New Ticket Defaults, Forms, Dashboards etc…
For more information, see Folders.
Still haven’t found what you’re looking for? Contact email@example.com