Overview

Within Vivantio, CLIENTS represent organisations or organisational units.

With the CLIENTS area enabled it is possible to group together CALLERS into logical or physical departments, or external customer organisations for ease of administration and provision of reports.

Against CLIENT records it is possible to record specific information; such as Account Status and attach files such as agreements. It is also possible to link knowledge base ARTICLES, such as self-help guides, and ASSETS, such as hardware, software or any item from the CMDB, and include alerts that will appear when a TICKET is logged against that CLIENT. Additionally, it is possible to control some TICKET attributes and behaviours by CLIENT, including having CLIENT specific PRIORITIES and CATEGORIES, and controlling what a CALLER is able to view through the Self Service Portal by which CLIENT they belong to.

The CLIENTS area was designed to manage those organisations or organisational units that Vivantio USERS are delivering services to. In particular, external customers, rather than customers that are internal to the service providers organisation. If services are being delivered to internal customers only it could be advantageous to disable the CLIENTS system area to make a simpler Vivantio ITSM instance.

Guidance 

It is very straight forward to change the label of CLIENTS in the admin area, to rename Client as Department or Customer for instance.

Admin Area > System Areas > Configuration > System Areas tab 

Select Clients and click the Edit button. Save when you have finished making your changes.

Admin Area > System Areas > Client > Features 

Client Features provides configuration for the Client area in Vivantio, there are a few options for configuration as detailed below. These options are with regards to the detail provided in the drop down boxes when selecting a Client. You also have the option to Mark attachments as private by default and whether those attachments need to be categorised.

Client Specific Priorities and/or Categories  

If you would like to enable client specific priorities and/or categories this is done in the Admin > Features area of each ticket through the options 'Filter Priorities by Client / Client Specific Priorities' and 'Filter Categories by Client / Client Specific Categories'.

Admin Area > System Areas > Select the Ticket Type > Features

Filter Priorities by Client / Client Specific Priorities

Tick the box to enable Priorities by Client, In the Client Record you can Add the Priorities that are for that Client only. These are separated from the main system Priorities.

Filter Categories by Client / Client Specific Categories

Tick the box to enable Categories by Client, in the Client record add the Categories individually by ticking the relevant boxes and separately from the default list in the Admin Ticket area 

CLIENTS ENABLED CLIENTS LOCATIONS and CALLERS represent real things, people and concepts within Vivantio, as defined in the diagram below. With the CLIENTS area enabled there are a set of specific relationships that can exists:   A CLIENT can have any number of CALLERS associated with it however a CALLER must and can only belong to one CLIENT A CALLER cannot be moved from one CLIENT to another   A CLIENT can have any number of LOCATIONS associated with it however a LOCATION must and can only belong to one CLIENT A LOCATION cannot be moved from one CLIENT to another A LOCATION can have any number of CALLERS associated with it however a CALLER can be associated to only one LOCATION (or no LOCATION at all) Within a CLIENT, a CALLER can be moved from one LOCATION to another

CLIENTS DISABLED With the CLIENTS area disabled the relationships between CALLERS and other objects become simpler. Please note that LOCATIONS can be renamed, potentially using LOCATIONS to record Departments or other organizational units.   Admin Area > System Areas > Configuration > System Areas > Location > Edit     A LOCATION can have any number of CALLERS associated with it however a CALLER can be associated to only one LOCATION (or no LOCATION at all) A CALLER can be moved from one LOCATION to another. Historic TICKETS will retain the LOCATION specified at the time of creation