Admin help guides
Everything you need to configure and run your Vivantio system. The menu on the left mirrors the Admin area itself — open an area to see its guides, and they'll load right here on this page.
Features, licensing, users, roles and working time. Almost every other area depends on something configured here.
Tickets, assets, clients, callers, locations and articles each have their own features, custom fields, lists and permissions.
Pick a guide from the menu and it loads in the panel on the right. Use Open in new tab if you'd rather keep it open while you work.
Data permissions control what records a role can see; process permissions control what it can do.
What each area covers
Fourteen areas, in the same order as the Admin menu.
- Set up
- Set up holds the settings that apply to your whole Vivantio system: which features are switched on, licensing, users, groups, roles, security, working time plans, localization and outgoing email.
- Integration & API
- Integration and API connects Vivantio to the rest of your stack — mailboxes for email to ticket, Active Directory and Azure, Jira, Azure DevOps, Salesforce and CentraStage, plus webhooks and web methods for your own integrations.
- Teams bot
- Teams bot lets your Microsoft Teams users raise, update and track Vivantio tickets from inside a Teams conversation.
- System areas
- System areas are the top-level record types in your instance, such as Incidents, Requests and Problems. You can rename them, disable the ones you don't use, and add new ones.
- Ticket areas
- Ticket areas is where each ticket type is configured on its own: features, priorities, impacts, statuses, custom fields, templates, workflow, routing and escalation rules, surveys and permissions.
- Assets
- Assets records the equipment and other items you support, linked to the clients, callers and locations that use them.
- Clients
- Clients are the companies, departments or divisions you provide support to. Assets, callers and locations all link back to a client record.
- Callers
- Callers are the individual people you support — the end users who raise tickets, either directly or through the self-service portal.
- Locations
- Locations are the sites or buildings within a client, so tickets, assets and callers can be reported on by where they are.
- Articles
- Articles is where your knowledge base is configured: categories, themes, attachment categories, lists and who is allowed to read or publish.
- Self service
- Self service configures the portal your end users log in to — its theme, header, footer and pages, and which tickets, assets, articles and reports each portal role can reach.
- Reporting
- Reporting covers quick reports, the report builder, dashboards, charts, scheduled reports and FLEXGrid, along with the permissions that control who can run them.
- FLEX
- FLEX is the latest Vivantio interface. Features that exist only in FLEX, including FLEX Insights and FLEXGrid, are documented here.
- Passwords
- Passwords sets out the password requirements that apply to your users and the guidance to share with them.
Frequently asked questions
Common questions about configuring Vivantio, answered in one place.
The Vivantio Admin area is where you configure how the platform behaves for your organisation — which features are switched on, who can use them, how tickets are categorised and routed, what your self-service portal looks like, and how Vivantio connects to your other systems. Only users with an administrator role can open it.
Global features guide →New Vivantio administrators should start in Set up. Switch on the features you need under Global settings, then work through Licensing, Users, Groups and Roles so your team can log in with the right access. Configure your working time plans before any SLA or escalation rules, because those calculations depend on your business hours.
Working time plans guide →To add a user in Vivantio, go to Admin, then Set up, then Users. Create the user, assign the groups and roles that match their job, and confirm a licence is free under Licensing. Roles control what a user can see and do, so it is faster to get the role right once than to adjust individual users later.
Users guide →In Vivantio, data permissions control which records a role can see — for example only tickets belonging to their own client. Process permissions control what that role may do with a record, such as closing a ticket, editing a custom field or running a process. Both are set per area, so tickets, assets, clients, callers, locations and articles each have their own.
Data permissions guide →Email to ticket is configured in Vivantio under Integration and API. Connect your mailbox, then use the subject filter, sender allow list, sender deny list and sender rules to decide which incoming messages become tickets and where they are routed. Content replacement strips signatures and boilerplate before the message is saved.
Mailboxes guide →Yes — the Vivantio self-service portal is fully configurable under Self service. You can set the theme, header and footer, customise individual pages, and choose which ticket areas, assets, articles and reports your end users can reach. Portal roles and their permissions decide what each group of end users sees after logging in.
Portal theme guide →Vivantio automates ticket handling with three kinds of business rule inside each ticket area. Routing rules assign new tickets to the right team, escalation rules act when a ticket breaches a time target, and trigger rules react to a change on the ticket itself. Scheduled events handle recurring work that no ticket change drives.
Routing rules guide →System areas in Vivantio are the top-level record types in your instance, such as Incidents, Requests or Problems, and you can rename, disable or add them. Ticket areas are where each of those is configured individually — its features, priorities, statuses, custom fields, templates, rules and permissions.
System areas guide →Vivantio reports and dashboards are both built under Reporting. Quick reports handle simple extracts and the report builder covers anything more detailed, with folders and access control deciding who can reach each one. Dashboards combine charts built from the same data, and scheduled reports email results on a recurring basis.
Report features guide →FLEX is the latest Vivantio interface. Functionality that exists only in FLEX, including FLEX Insights and FLEXGrid, is documented separately from the classic interface so you can tell which guidance applies to the version you are using.
FLEX Insights guide →Raise a ticket with our support team and we'll point you to the right guide.
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