Remote Monitoring & Management Help

Installation Settings

The Installations settings section accessed from Settings, General Settings includes the following options. Once configured as required click Save Changes to apply:

General options

Auto-close tickets

If enabled, tickets will automatically be updated to a status of closed after a set period if there is no user responses. Choose from Never to 7 Days

Notify on closure

If enabled, when a ticket is updated to CLOSED via the quick edit drop down on ticket listings, a user will be notified of the ticket closure.

Enable Twitter integration

Enable Twitter functionality on the user front-end and the staff pages.

Localisation

Timezone

Select the region and offset from the drop-down

Date format

Choose the date format from: dd/mm/yyyy or mm/dd/yyyy (US)

Default language

This will also set the default language on the user front-end for your installation

Security

Force SSL/HTTPS connections

If enabled, this will redirect all staff over a SSL connection to ensure data is encrypted. Choose Staff area or Front-end

Two-factor authentication

If enabled, staff may configure their account with Google Authenticator where an authentication key generated by the application is required on login. If required, staff will be required to set up two factor authentication if they have not already done so. Select Disabled, Optional or Required

Front-end

User registration

Allows users to create new accounts on the web front-end. If required, only users who are logged in to the web front-end can raise tickets. Select Disabled, Optional or Required

Enabled features

Ticket priority

Allow front-end users to select the ticket priority. If disabled, all user-submitted tickets will default to medium.

Ticket creation CAPTCHA

If enabled, users who submit tickets from the self-service front-end will be required to enter a captcha to help prevent spam. This does not apply to staff ticket creation.

User knowledge base

Enable the Knowledge Base functionality on the user front-end.

Search engine indexing

If disabled, we will instruct search engines to exclude the front-end from their index.

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