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by Simon Jones

Admin Area Help

This page contains links to help articles on configuring and managing your Vivantio system. The list follows the structure of the Admin Area to make finding help as easy as possible. Hover on a heading below to see a list of options, click one to navigate to the area of interest. Once there you will see a brief description of what is in that area and further links to the help article available.

Alternatively you can click here to search all articles.

The Set Up Area allows you to configure the System Features available in your Subscription, control your license usage, the hours of your business and how you are sending emails from your system. It also gives an overview of system issues in the System Health section.

Global Settings

Features

Third Parties

User Management

Licensing

Single Sign On

Users

Groups

Roles

Out of Office

Security

IP Ranges

Vivantio Support Access

Working Time

Working Time Plans

Working Time Exceptions

Localization

System Health

Outgoing Email

Email to Ticket

Queued Reports

Message Queue

Purge Request

Outgoing Email

From Address

SMTP Settings

Email Signatures

Outgoing Deny List

Themes

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This area contains information on setting up Integrations with your email, local Active Directory or Azure, 3rd Party integrations, as well as Importing Data and linking to3rd Parties via Webhooks & Web Methods.

Email to Ticket

Mailboxes

Subject Filter

Sender Allow List

Sender Deny List

Sender Rules

Content Replacement

Email Templates

Import Data

Downloads

Active Directory

Centra Stage

CentraStage

JIRA

Credentials

Ticket to Issue Mapping

Webhooks

ADO

ADO	Ticket to Work Item Mapping

Salesforce

Credentials

Import Tasks

Windows Azure

Features

Tenants

Webhooks

Web Methods

OpenID Connect

Features

SAML SSO

Features

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This area contains information for configuring the Vivantio Teams Bot.

Configuration

Vivantio Teams Bot

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This area contains information regarding the different System areas you have available. You can rename the system areas as well as disable or create additional areas. There is also information for configuring your Home Area.

Configuration

System Areas

Home

Queues

Tabs

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This area covers all the different Ticketing Areas you have within your System. Each Ticketing area can be configured the same or differently based on the features you enable. Using the Permissions you are able to restrict access to each of the ticketing areas by specific teams. Meaning only those users you grant access will be able to see and work with Tickets within that ticket area.

Ticket

Features

Configuration

Priorities

Impacts

Statuses

Ticket Categories

Attachment Categories

Note Categories

Custom Fields

Permissions

Data Permissions

Process Permissions

Queues & Tabs

Queues

Tabs

Highlighting

Templates

Ticket Templates

Note Templates

Internal Emails

External Emails

Workflow

Business Rules

Routing Rules

Escalation Rules

Trigger Rules

Scheduled Events

Surveys

Surveys Home

Questions

Surveys

Themes

Email Templates

Custom Forms

Fields

Forms

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Using the Assets area of the system can be for recording physical assets or any other use where you want to link items to your customers or callers.

Assets

Features

Configuration

Statuses

Attachment Categories

Custom Fields

Relationship Types

Permissions

Data Permissions

Process Permissions

Lists & Tabs

Lists

Tabs

Highlighting

Scheduled Events

Custom Forms

Fields

Forms

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Clients or Customers are the external companies you are supporting or these could be used for internal departments or divisions. You can link assets and callers to these Clients.

Clients

Features

Configuration

Statuses

Attachment Categories

Custom Fields

Permissions

Data Permissions

Process Permissions

Lists & Tabs

Lists

Tabs

Highlighting

Custom Forms

Fields

Forms

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Callers or End users are the people who you are supporting and are the people who will be raising tickets within your system.

Callers

Features

Configuration

Custom Fields

Attachment Categories

Permissions

Data Permissions

Process Permissions

Lists & Tabs

Lists

Tabs

Highlighting

Custom Forms

Fields

Forms

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Locations or Sites are for identifying the physical buildings or departments within your Clients. You can link Callers to Locations and the Locations to your Client records.

Locations

Features

Configuration

Custom Fields

Attachment Categories

Permissions

Data Permissions

Process Permissions

Lists & Tabs

Lists

Tabs

Highlighting

Custom Forms

Fields

Forms

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This area allows you to set up how you maintain your Articles within the system.

Articles

Features

Configuration

Attachment Categories

Themes

Permissions

Data Permissions

Process Permissions

Lists & Tabs

Lists

Tabs

Highlighting

Custom Forms

Fields

Forms

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The Self Service Portal is a highly configurable area where you are able to build an area that your Callers can access their own tickets, raise new tickets and update existing tickets. You can also expose Articles as Self Help guides. It is also possible to create a full Service Catalogue to enable your customers to request items or services you provide.

Features

Single Sign On

Email Templates

Roles

Appearance

Theme

Header

Footer

Page Customization

Ticket Areas

Tickets

Queues

Data Permissions

Process Permissions

Assets

Lists

Data Permissions

Process Permissions

Articles

Lists

Data Permissions

Process Permissions

Reports

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Build Dashboards and maintain the access of these and the reports available within the System. We have an extensive Report Catalogue as well as a Custom Report Builder application that allows you to create your own reports.