Administration

The administration area groups system, user, ticket, communication, automation, CMDB, and integration functions.

• System and user management
  • System settings
  • Agents
  • Customers
  • Customer users
  • Groups
  • Program configurations
  • LDAP and Active Directory
• Ticket configuration
  • Queues
  • Dynamic fields
  • Services
  • Service Level Agreements
  • Customer services
  • Calendars
  • Ticket statuses
  • Salutations
  • Signatures
  • System email addresses
  • Response templates
  • Checklists
  • Ticket forms
• Email and communication
  • Email retrieval
  • SMTP delivery
  • Postmaster filters
  • Agent notifications
  • Automatic customer replies
  • Email encryption
  • Communication log
• Automation
  • Triggers
  • Scheduled rules
  • Automation jobs
• CMDB administration
  • Configuration Items
  • CMDB structure
  • CMDB CSV imports
• Data imports and time tracking
  • CSV imports for master data
  • Activity types
  • Time-accounting report
• Interfaces and extensions
  • REST API
  • Add-ons