2. Admin & Configuration Guide

This guide explains how administrators can configure the organization, regions, locations, users, roles, permissions, email integration, automation rules, ticket classifications, applications, and priority-based SLA settings.

Administrators should complete the initial configuration in the following sequence:

1. Set Organization Profile
2. Regions
3. Locations
4. Users
5. Assign Roles to Users
6. Assign Permissions to Roles
7. Email Configuration
8. Automation Rules
9. Categories and Subcategories
10. Applications
11. Priorities

note

Regions and locations should be configured before creating regional and facility users. This ensures that the correct region and facility can be assigned during user creation.

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2.1 Set Organization Profile

The Organization Profile contains the organization’s basic information, contact details, and public portal settings.

Administrators can update this information by clicking the Edit Profile button.

2.1.1 Basic Information

The Basic Information section contains the following fields:

Field	Description
Name	The official name of the organization.
Organization Suffix	A unique suffix used to generate the organization’s public portal URL.

2.1.2 Organization Suffix

The Organization Suffix is used as part of the generated Public Portal URL. The suffix will be included in the generated Public Portal URL.

2.1.3 Contact Information

Administrators can enter or update the following organization contact information:

Field	Description
Phone	The organization’s primary phone number.
City	The city where the organization is located.
State/Province	The state, province, or administrative area.
Address	The full address of the organization.

2.1.4 Enable the Public Portal

The Public Portal setting controls whether the organization’s public helpdesk portal is accessible.

To enable the Public Portal:

1. Open the organization details.
2. Enter a valid Organization Suffix.
3. Enable the Public Portal toggle.
4. Review the generated Public Portal URL.
5. Click Save.

After the Public Portal is enabled and the organization details are saved, the generated Public Portal URL becomes functional.

The URL can then be shared with facility users so that they can log in, create tickets, and view tickets for their assigned facility.

tip

Use the copy icon beside the Public Portal URL to copy the complete portal address.

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2.2 Regions

The Regions section allows administrators to create and manage the geographical or administrative regions used by the organization.

Regions must be created before configuring locations, regional users, and facility users.

2.2.1 Create a Region

To create a new region:

1. Open the Regions menu under Admin Panel.
2. Click Create Region.
3. Enter the required Region Name.
4. Click Save.

Examples of regions may include:

• Hhohho
• Manzini
• Lubombo
• Shiselweni

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2.3 Locations

The Locations menu is available under Facility Management.

Administrators can use this section to create and manage facility locations. Every location must be tagged to an existing region.

2.3.1 Create a Location

To create a location:

1. Open Facility Management.
2. Select Locations.
3. Click Add New.
4. Enter the required location information.
5. Select the appropriate region.
6. Enter any additional contact or reference information.
7. Click Save.

2.3.2 Region and Location Relationship

Each location must be associated with the correct region.

For example:

Region	Location
Hhohho	Hhohho Government Hospital
Manzini	Manzini Regional Hospital

This relationship ensures that:

• Facility users can be assigned to the correct facility.
• Regional users can manage tickets from facilities within their region.
• Tickets can be filtered by region and location.
• Reports and dashboards can present regional and facility-level information correctly.

caution

A location should not be created under the wrong region. The selected region is later used when assigning facility users and managing region-based ticket access.

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2.4 Users

The first major operational setup task is to create platform users.

Administrators should create the required regions and locations before creating users because regional and facility users require region-based assignments.

The platform supports four user types:

1. Facility User
2. Regional User
3. National User
4. Administrator

2.4.1 Users Page

The Users section contains two tabs:

• Team Members
• Facility Users

2.4.2 Team Members

The Team Members tab displays users with administrative, national, or regional responsibilities.

The following user types appear under Team Members:

• Administrators
• National Users
• Regional Users

2.4.3 Facility Users

The Facility Users tab displays users associated with specific facilities.

2.4.4 User Types and Access Scope

User Type	Access Scope	Required Assignment
Facility User	Create tickets, view ticket history, and reply to technicians.	Region and facility
Regional User	View regional tickets, self-assign, assign colleagues, resolve, escalate tickets and access technician dashboard.	Region
National User	Monitor all regions, reassign tickets, manage escalations, and access national reporting.	No specific region required
Administrator	Manage users, lookup tables, reports, dashboards, and system configuration.	Based on administrative responsibilities

2.4.5 Create a Regional User

When creating a Regional User, the administrator must assign the appropriate region.

Example:

Field	Value
User Type	Regional User
Assigned Region	Manzini

The user’s ticket access is then associated with the selected region.

2.4.6 Create a Facility User

When creating a Facility User, the administrator must assign:

1. A region
2. A facility located under the selected region

Example:

Field	Value
User Type	Facility User
Region	Hhohho
Facility	Hhohho Government Hospital

The facility selected for the user must belong to the selected region.

2.4.7 User Account Requirements

For every user account, the administrator must provide:

• A valid email address
• A valid password
• The correct user type
• The required region or facility assignment

Email Address

A valid email address must be entered for each user. The email address may be used for:

• User identification
• Login
• Password-related activities
• System notifications

Password

A password must be set for every user account.

The password must meet the platform’s password validation requirements.

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2.5 Assign Roles to Users

Administrators can assign service-wise roles to Team Members by clicking the Permission button in the team members list.

Roles are assigned separately for each platform service. This allows the same user to have different responsibilities across different services.

2.5.1 Select Services

The administrator first selects the services that the user should be able to access.

Available services include:

• Service Desk
• Facility Management
• Admin Panel

2.5.2 Assign One Role per Service

After selecting the services, the administrator assigns one role for each selected service.

Service	Available Roles
Service Desk	Admin, Supervisor, Expert
Facility Management	Facility Management Admin
Admin Panel	System Admin

2.5.3 Assign Roles to a Team Member

To assign roles:

1. Open the user’s permission option.
2. Select the required services.
3. Review the roles available for each selected service.
4. Select one role for each service.
5. Click Save.

The assigned roles determine the user’s service-level access. Feature-level access is controlled separately from the Permissions Management dashboard.

note

Assigning a role gives the user access based on that role. The exact features and actions available to the role depend on the permissions configured under Assign Permissions to Roles.

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2.6 Assign Permissions to Roles

The Permissions Management dashboard allows administrators to configure feature-wise permissions for each role.

This provides granular access control instead of assigning broad permissions across the entire platform.

2.6.1 Permission Configuration Process

To configure role permissions:

1. Open Permissions Management.
2. Select a service.
3. Select the role to configure.
4. Review the features available under that service.
5. Enable or disable the required actions.
6. Click Save.

2.6.2 Service Desk Permissions

Service Desk roles include:

• Admin
• Supervisor
• Expert

Service Desk features may include:

Feature	Available Permission Types
Ticket	View, Add, Edit, Threads, Assign, Close
Categories	View, Add, Edit, Delete
Applications	View, Add, Edit, Delete
Ticket Priority	Add
Ticket Reports	View

The available actions may vary according to the selected role.

2.6.3 Facility Management Permissions

The Facility Management service includes the Facility Management Admin role.

Available features may include:

Feature	Available Permission Types
Locations	View, Add, Edit, Delete
Facility Users	View, Add, Edit, Delete

2.6.4 Admin Panel Permissions

The Admin Panel includes the System Admin role.

Available features may include:

Feature	Available Permission Types
Users	View, Add, Edit, Manage Permission, Change Password, Deactivate
Regions	View, Add, Edit, Delete
Organizations	View, Edit
Permissions	Add
Mail Settings	View, Add, Edit, Delete, Configure Mail
Mail Templates	View, Edit
Automation Setting	Add

caution

Permission changes affect all users assigned to the selected role. Review the enabled permissions carefully before saving.

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2.7 Email Configuration

The Email Settings menu is used to configure mail accounts, service mappings, and email templates.

The email configuration ensures that platform services can send and receive system emails using the correct SMTP and IMAP settings.

2.7.1 Email Configuration Overview

The Email Settings section displays all configured mail accounts with their current status and available configuration options.

Administrators can:

• Review active and inactive mail accounts.
• Add or update mail accounts.
• Configure SMTP and IMAP settings.
• Map mail accounts to platform services.
• Manage automated email templates.

2.7.2 Update Mail Settings

To configure or update a mail account:

1. Open Email Settings.
2. Select the mail account to update or create a new configuration.
3. Enter the SMTP details.
4. Enter the IMAP details.
5. Configure SSL options.
6. Enter the display name, email address, and password.
7. Set the account status.
8. Add optional notes.
9. Click Save.

2.7.3 Mail Setting Fields

Field	Description
SMTP Server	The SMTP server address used to send emails.
SMTP Port	The SMTP port number.
IMAP Server	The IMAP server address used to receive emails.
IMAP Port	The IMAP port number.
SMTP Use SSL	Enables SSL for outgoing email communication.
IMAP Use SSL	Enables SSL for incoming email communication.
Display Name	The sender name displayed to email recipients.
Is Active	Controls whether the mail configuration is active.
Email Address	The email account used by the platform.
Password	The password or mail application password.
Notes	Additional information about the mail configuration.

Example Gmail settings may include:

Setting	Example
SMTP Server	smtp.gmail.com
SMTP Port	587
IMAP Server	imap.gmail.com
IMAP Port	993

note

The correct server addresses, ports, passwords, SSL settings, and authentication requirements depend on the email provider.

2.7.4 Configure Mail Mappings

The Configure Mail option allows administrators to link a configured mail account to one or more platform services.

Available services include:

• Service Desk
• Facility Management
• Admin Panel

To configure mail mappings:

1. Open the configured mail account.
2. Select Configure Mail.
3. Review the selected email account.
4. Select one or more platform services.
5. Click Save.

A single configured email account may be mapped to multiple services where required.

2.7.5 Managing Mail Templates

The Mail Templates section is used to manage automated email templates for different services, roles and events.

Administrators can update:

• Template Name
• Email Subject
• Email Body
• Attachments

2.7.6 Edit a Mail Template

To edit a mail template:

1. Open the Mail Templates section.
2. Select the template to edit.
3. Select the appropriate Template Type.
4. Select the appropriate Role Type.
5. Enter or update the Template Name.
6. Enter or update the Email Subject.
7. Edit the Email Body using the rich-text editor.
8. Add attachments if required.
9. Review the Email Preview.
10. Click Update Template.

2.7.7 Rich-Text Email Body

The rich-text editor may provide formatting options such as:

• Bold
• Italic
• Underline
• Headings
• Bulleted lists
• Numbered lists
• Links
• Images
• Code or special content blocks

2.7.8 Dynamic Variables

Dynamic Variables are placeholders that are automatically replaced with real platform data when an email is sent. The actual variables available may depend on the selected template type and notification event.

2.7.9 Email Preview

The Email Preview panel displays how the email will appear to recipients.

Administrators should review:

• Subject
• Email body
• Dynamic variable placement
• Formatting
• Sender information
• Links

Use the preview before updating the template to identify formatting or content issues.

2.7.10 Attachments

Administrators can add attachments to a mail template.

A maximum of five files can be attached where supported.

2.7.11 Reset and Update

The template editor provides the following actions:

Action	Description
Cancel	Closes the editor without saving.
Reset Changes	Restores or removes unsaved changes.
Update Template	Saves the updated template.

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2.8 Automation Rules

The Automation page allows administrators to configure automated notification rules for platform services.

Automation rules determine:

• Which system events trigger notifications
• Which recipients receive notifications
• Whether email-based actions create tickets or messages

2.8.1 Select Service Type

Administrators first select the service for which the automation rules will be configured.

For example:

• Service Desk

After selecting the service, the system displays the email events available for that service.

2.8.2 Configure Service Desk Events

Service Desk automation events may include:

Event	Description
New Ticket Alert	Sends an email when a new ticket is created.
Ticket Close Alert	Sends an email when a ticket is closed.
New Message Alert	Sends an email when a new message is added for the facility user.
New Internal Note Alert	Sends an email when an internal note is added for the technicians.
Ticket Assignment Alert	Sends an email when a ticket is assigned.
Overdue Ticket Alert	Sends an email when a ticket becomes overdue.
New Ticket via Email	Creates a ticket from an incoming email.
Message Added via Email	Creates a message from an incoming email.

2.8.3 Select Notification Recipients

For each event, administrators can select which user groups receive the email notification.

Recipient types may include:

• Organization Admin
• Admin
• Assigned Person
• Supervisor
• Facility User

2.8.4 Save Automation Rules

After configuring the events, recipients, and email-based actions:

1. Review all selected events.
2. Verify the selected recipients.
3. Click Save All Rules.

caution

Automation rules can send email to multiple users. Review recipient selections carefully to prevent unnecessary or duplicate email notifications.

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2.9 Categories and Subcategories

This settings is under Service Desk

Categories and subcategories are used to classify tickets according to the type of issue being reported.

A category acts as the parent classification, while one or more subcategories can be created under that category.

2.9.1 Create a Category

To create a category:

1. Open the Categories section.
2. Click Add New.
3. Enter the required Name.
4. Enter an optional Description.
5. Click Save.

2.9.2 Create Subcategories

Multiple subcategories can be created under one parent category.

To create a subcategory:

1. Open the Categories page.
2. Locate the required parent category.
3. Click the Subcategories button.
4. Confirm that the correct parent category is displayed.
5. Click Add New.
6. Enter the subcategory information.
7. Click Save.

note

A single parent category can contain multiple subcategories. Each subcategory remains associated with the category under which it was created.

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2.10 Applications

The Applications section allows administrators to define the applications that can be associated with tickets.

2.10.1 Create an Application

To create an application:

1. Open the Applications section.
2. Click Add New or the equivalent create option.
3. Enter the application Name.
4. Click Save.

note

Application names should be clear and easily identifiable by users when creating or managing tickets.

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2.11 Priorities

The Priorities section allows administrators to configure the SLA time for each ticket priority level. After the specified period has elapsed, tickets under that priority will be marked as Overdue.

Available priority levels include:

• Low
• Medium
• High
• Critical

2.11.1 Configure SLA Time

For each priority level, the administrator can configure:

1. A time unit
2. A numerical SLA value

Supported time units may include:

• Day(s)
• Hour(s)
• Minute(s)

2.11.2 Example Priority Configuration

Priority Level	Time Unit	SLA Value
Low	Day(s)	4
Medium	Day(s)	1
High	Hour(s)	12
Critical	Minute(s)	2

The values above are example settings and can be changed according to the organization’s SLA policy.

caution

Priority SLA settings affect ticket deadlines and overdue calculations. Ensure that the configured values match the organization’s approved service-level targets.

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2.12 Initial Configuration Checklist

Before the platform is made available to users, verify that the following configuration tasks have been completed:

• Organization information has been entered.
• A valid Organization Suffix has been configured.
• The Public Portal has been enabled where required.
• All required regions have been created.
• All facilities have been created under the correct regions.
• Team Members and Facility Users have been created.
• Valid email addresses and passwords have been set.
• Regional Users have been assigned to the correct regions.
• Facility Users have been assigned to the correct regions and location.
• Service-wise roles have been assigned to Team Members.
• Feature-wise permissions have been reviewed for each role.
• SMTP and IMAP settings have been configured.
• Mail accounts have been mapped to the correct services.
• Email templates and dynamic variables have been reviewed.
• Automation events and recipients have been configured.
• Categories and subcategories have been created.
• Applications have been added.
• SLA times have been configured for all priority levels.

After completing this checklist, the platform is ready for operational use according to the configured roles, permissions, workflows, and service-level rules.