ADMIN PORTAL

The MINT Service Desk administrator is able to login on the same page as all the users. The system will lead you to the default administration panel ‘Dashboard’ where you will find some general information like the number of active agents, latest updates, etc.

PROFILE

If you click on “Profile” it will lead you to the section where you can change your personal data. It works almost the same as for Agent or Client, with one exception.

It is not possible to change the “Login”. However, the Administrator user is the only user who can change the ‘Email’.

On the right side of the screen, you will also see some custom created fields with additional information. You can create and manage those fields and attributes in Admin > Users > Schema Creator.

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DASHBOARD

After successful login to admin account, you will see Dashboard view that contains some general information such as:

  • number of Assets, Tickets, and Agents,
  • number of Agents currently used within your Subscription type,
  • Agents who are currently inline and using the system,
  • latest Tweets from Twitter to be up to date with latest changes and updates,
  • the status of Mint SD configuration, which needed to be done before you started the proper work with the system. If you missed any of the steps you will notice that in this place.

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One thing worth explaining in more detail is the ‘Configure your Service Desk” section. During your first login to the Mint Service Desk system, you had to follow some required steps like e.g. creating an Agent account.

If you have missed any of those steps, right here you will notice that – there will an empty check-box one the right side. In order to go to the particular place in the system the missed position refers to, just click on that position on the list. The system will direct to the right place.

QUEUES

The queues in MINT Service Desk are “containers” of tickets. You can define your queues based on resolution teams, departments, logical units, process, and workflow interaction teams. In order to define your queue structure and have it configured you will have to use functions available in the “Queues” section.

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As you already noticed the default view, will show you the ‘Structure & Relations’ tab. The second one is ‘Rights & Roles’

Structure & Relations

At the bottom of this view you will find one button image157. It is used for creating and adding a new queue to the structure. Once you click on this button a new position will appear right below the last one already existing.

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Now, you only need to type the right name for this queue and either hit ‘enter’ on your keyboard or click on the image159 button.

Once a new queue has been created, you can do several things with it.

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The first one is that you can add a sub-queue by clicking on the image161button and adding a sub-queue in the same way as you did it with the main queue.

Each queue that also has sub-queues will be displayed by default with those sub-queues hidden. In order to see them you must expand the queue by clicking on image162button. Then you will see the queue along with its sub-queues just like on the following screen.

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If you want to change the name of any queue, just click the image164 button, change the name, and hit ‘Enter’ or click the image165 button.

In order to delete a queue, click on the image166 button and in the new window click ‘Yes’.

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Remember that you can always change the position of each queue and sub-queue in the structure. To do that just click the image168 button next to the position you want to move. Now, while holding the Left Mouse Button just drag and drop this position to the plane you want it to be. Releasing the Left Mouse button will put this position in the newly chosen place.

Last, but not least, for each queue and sub-queue, you can configure ‘auto-responses’. Those are the automated messages that will be sent by the system in the Ticket Details communication section. You can add two of the: first when a new Ticket is created, second when a Ticket has been closed.

To do that, click the image169 button. In the new window select one of the auto-responses available from the list and click on the image170 button.

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The detailed information of how to create custom auto responses will be described later in this guide, in Channels >Templates section.

Right & Roles

The second tab is the place where you manage rights for viewing or editing Ticket information within a particular queue and sub-queue.

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If you want to change rights, first you need to select one position from the list of available General types of roles. They can be e.g. ‘Agent Roles’ (if you have more than one created in Agent Roles section) or ‘Company Roles’ (located in Companies > Company Manager section, separately for each company in ‘Role’ part of company’s details).

After you do that, from the second list you need to select a particular type of Role for which you want to change the right.

The screen below shows the situation when we’ve decided to select ‘Agent roles’ and then one particular role: ‘MintSD Agent – Poland’, which means that we will be able to change the rights for an Agent responsible for Tickets that comes from Polish customers regarding the MintSD system.

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Now we can change the rights by selecting some check-boxes located on the right side of each queue.

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There are two types of rights in the Mint Service Desk:

  • Read – allows the user only to view the content of the Tickets on a queue
  • Update – allows the user to make changes in the content of a Ticket on a queue. For example Agent will be allowed to answer the client (to create a message in the communication section).

Please notice that when you select the ‘Read’ it will be selected, but the ‘Update’ will not be selected.

However, when you select ‘update’ it will also select ‘Read’. Update means that you can view and change the content of a Ticket.

Once you finish making the changes, you need to click image175 button, otherwise, when you try to leave this part of the system it will inform you that you have some unsaved changes.

SERVICES

The next section of the Admin Portal is “Services” where you’ll be able to create and manage your Services, SLA, and their parameters as well as Ticket priorities.

Service Manager

In this part of a system, you can add and manage all of your Services.
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In order to start adding a new Service, you need to click on the image177 button, located on the right side, next to the search field. You will see that a new section has been opened.

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Now you need to type a name for your Service (‘Service name’) and select a ‘Queue’ e.g. a name of the Country for which the Service will be available. Those two things are required (fields are marked with *).

You can also select Ticket Types for this particular Service you’re creating right now. When you finish, just click on image179 button.

If you want to make some changes in already existing Service, you can do it by clicking on the image180 button. If you want to delete any of the services, just click on the image181 button.

When you have plenty of Services on the list, you will have to use some additional navigation options, located below the list of Services, for moving between pages or for changing the number of Services that can be displayed on one page.

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On the left side, you have the navigation buttons, while on the right side you can change the number of Services per page. Those options are available in many places in the Mint Service Desk.

The attribute columns can be added or removed in the section “Set column properties” on the right side by clicking on the image183 button. Once you do that you will see a small window, where you can select the desired information you want to see on the assets list. Making any changes in ‘Set column properties’ is automatically saved, so you won’t lose anything once you go to any other part of the system.

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Also, you can look for a specific assets by using the section “Search” field. Whatever you type here will be searched for, depending on the things you marked in the ‘Search by’ section of the ‘Set column properties’ window.

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SLA

In this part of a system, you can add and manage all of SLA, including parameters, calendars, and priorities.

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In order to start adding a new SLA, you need to click on the image187 button, located on the right side, next to the search field. You will see that a new section has been opened.

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Now you need to type a name for your SLA (‘SLA name), select at least one ‘Company’ from the list of available ones. Mint Service Desk has one company pre-defined.

The next thing you need to do is to select one or more ‘Service’ from the list. You can also add a new one by clicking on the image189 button on the right side. It will open the same window that is presented in the Service manager while creating a new Service.

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Once you selected or create a service you can add some ‘Priorities’ that will be available for the tickets related to this SLA. Those priorities will be available to choose from on the ‘Create new ticket’ screen.

The last thing you can add to your SLA is ‘Parameters’. You can either select one available from the list (if you already created any) or click on the image191 button on the right side. It will open a new window where you can create your new parameters for the SLA.

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The detailed process of creating Parameters will soon be explained in the ‘SLA parameters’ section of this guide.

When you finish, just click on image193 .

PRIORITIES

In this part of a system, you can add and manage all of the priorities which can be added to SLA rules.

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At the bottom of this view, you will find one button image195. It is used for creating and adding a new priority to the structure. Once you click on this button a new position will appear right below the last one already existing.

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Now, you only need to type the right name for this queue. If you want to delete the name of the parameter you’re creating, click on the image197 button.

To delete any of the position use the image198 button on the right side.

If you want to save your changes, make sure you are done with everything and use the image199 button located in the bottom right corner of the view.

Changing the order the priorities are displayed is done in the same way as it was in the Queue section. Just use the image200 button and move (drag & drop) the desired priority to the new place.

SLA PARAMETERS

In this part of a system, you can add and manage all of the SLA parameters which can be added to any of the SLA (in the SLA section, while creating or editing an SLA).

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In order to add a new set of parameters, you need to click on the image202 button, located on the right side, next to the search field. You will see that a new section has been opened.

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In this place, you need to type the name for your set of parameters (‘Parameters name) and select a ‘Calendar’ from the list. If you don’t see any Calendars available you need to create at least one in the Calendars section – it will be explained later in this guide.

Second, very important thing, that needs to be done here is setting an ‘Escalation times’. You can add more than one ticket Type and Priority for which Escalation times will be used.

You can also add a second or third (or more) Escalation times by clicking the image204 button.

For each response time you need to specify 3 levels of reminders:

  • Response time: the time during which the Agent must respond to the new ticket.
  • Update time: the time within which the Agent must answer to any new message after the communication has been started. Time is counted separately for each message.
  • Resolution time: the time (counting from the moment Agent responded to the new ticket) within which Agent must resolve the Ticket.

In every of those 3 escalation times, you must specify the moment when the Agent (or any other person you choose) receives a notification that “time is running out” for an Agent to make an action.

For example 10 % 240 min means that 24 minutes before time runs out (10% out of 240 minutes) an Agent will receive a notification.

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The first field (10 %) means a percentage of the whole time available for the agent. The second field (240 min) specifies the whole time an agent has to make a specific action before the timer ends and SLA conditions will not be fulfilled.

If you want to send the notification for more than one person you can also add more positions in the ‘Select notification targets…’ field.

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When you finish, just click on the image207 button to complete the process of creating SLA parameters.

TICKETS

In this section, you can configure the whole structure for Tickets. Step by step you can create, edit or delete: ‘Ticket types’, ‘Groups’ (of attributes), as well as single ‘Attributes’ along with their values.

SCHEMA CREATOR

In this part of the system, you can customize the structure for Ticket Types as well as change rights for viewing or making any changes to ticket types or their attributes.

STRUCTURE & RELATIONS

The default view for this section is ‘Structure & Relations’, where you can customize the whole structure for Ticket Types along with its groups of Attributes and single attributes.

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By default, the content of each Ticket Type is hidden and you only see Ticket type name.

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If you want to see the full content of a Ticket Type you need to click image210 button, located right on the left side of the ticket type name.

TICKET TYPES

You can create different ticket types like “Question” or “Complaint”, ‘1st level of support’ and also types for ITSM processes like: “Service Request”, “Incident”, “Problem” and “RfC” (Request For Change). Out of the box, MINT Service Desk includes two main types: “Service Request” and “Incident”. Of course, you can change their names.

To add a new Ticket type just click on empty field ‘Add ticket name’, type the desired name, and hit ‘Enter’ on your keyboard.

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If you want to rename already existing ticket Type just click on its name, make some changes and click Enter.

If you want to remove it just click on a basket icon image212 located on the right side. In the new window, you will be asked to confirm the action.

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Click ‘Yes’ and ticket Type will be removed. Remember that deleting a ticket type means also deleting all custom Groups of attributes and single attributes that you have added to this Ticket type.

GROUPS

Creating and editing groups works almost the same as it is for Ticket types.

In order to create a new group click on an empty field ‘Add group’ and type the desired name.

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Now click enter on your keyboard. Try to save the changes by clicking image216 on the right side of the screen. You will see information saying “Group must have at least one attribute”. Before you’ll be able to save a group you need to create at least one attribute.

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To change the name of the group just click on it, type a new one, and accept the change by clicking enter.

To remove the group use the basket icon image218on the right side. Please notice that along with a group you will delete attributes that are inside this group.

ATTRIBUTES

Attributes are the fields that you will use to add detailed information for your tickets. Each group must have at least one attribute because without it you won’t be able to save a new, fresh group.

Adding and editing attribute name as well as removing whole attribute work the same way as for ticket types and groups.

However, after typing and accepting a name for the attribute you will have to choose attribute type, decide if you want to be able to search by this attribute in the list of tickets (‘Search filter’ check-box) or be able to select more than one value of the attribute (‘Multichoice’ check-box).

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MINT Service Desk includes a lot of different types of attributes. While selecting ‘Attribute type’ you can choose it from the long list.

The available types are “Pool”, “Integer”, “Date”, “Real Number”, “Text”, “Relation”, “Date Scope”, “Num Scope”, “Geolocation”, “Text area”, “Regex” and “Dictionary”.

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INTEGER

This type allows you to enter an integer number which is the number without fractional components. For example 1, 6, 77, and not 1.2, 6.5, 7.6.

GEOLOCATION

This type of field allows you to define locations by latitude and longitude. The user (Agent or client) needs to type the name of a place and select one from the list.

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Then he will be able to either click on image222 to be directed to Google Maps webpage with information about this location or click image223 if he wants to delete the name of the place.

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DATE SCOPE

This type of field allows you to create a date range like: “Date from” and “Date to”. You can specify each of those dates with a simple calendar.

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NUM SCOPE

This type of field allows you to choose a value from the defined range.

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You won’t be able to save any changes until you specify all of the information: minimum and maximum value, as well as a ‘Step’. To do that click the image227 button. Now, in the new window define those values and click image228.

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After you do that a user (Agent or Client) will be able to select one particular value from the value range by moving the selector to the left or right.

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REGEX

With this type, you can choose one of the regexes defined and then while filling the value it has to match regular expression defined in the selected regex.

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For example, if you choose ‘email’ Regex, a user (Client or agent) will have to type the correct email address.

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DICTIONARY

This option refers to the dictionaries which can be added and configured in the “Dictionaries’ section.

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In the following example we have chosen a custom made ‘Software types’ Dictionary.

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Now the user (Agent, Client) has to choose the desired position from the list. He is able to do this either while creating a Ticket in ‘Create new ticket’ view (if he chooses a ticket type that has a ‘Dictionary’ type attribute) or (if he has the appropriate rights given by the admin) in ‘Ticket Details’ view.

Relation

With “Relation” you can create an attribute related to a Category (ticket type). This means that while defining a value for this attribute you can pick one of the Categories (ticket types) – in the following example we have chosen our custom ticket type: ‘Mint Bug’.

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You can choose one of two types of relations:

  • One to many
  • Many to many
TEXT

With ‘Text’ you can create a simple field where you can add some text (however with limited space to show).

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TEXT AREA

With ‘Text Area’ you can create a large field where you can add some text - more than just one line. A text area can hold an unlimited amount of text.

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If you want to extend the field vertically just use (drag & drop) image238 in the right bottom corner.

POOL

With ‘Pool” you can create more than one (as many you want) small groups of attributes.

For example: if you want to be able to add more than one user along with individual information regarding each of them (Name and Date of birth) you can add a new attribute, rename it to ‘Users’, then select ‘Pool’ from the list of available types.

Now add two attributes, name them ‘Name” and ‘Date of birth’ and as a type choose ‘Text’ and ‘Date’.

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The user (Admin or Client) will now see the following attribute allowing him to add users one after another.

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To add another (second/third etc.) ‘user’ just click the image241 button and a new empty page will be opened allowing you to type those attributes once again but this time for second ‘user’. You can also delete any ‘user’ with the image242 button.

If you want to move between those ‘users’ use the navigation options image243 .

One last thing regarding attributes is that after you save a new attribute you won’t be able to change the Type or additional information (for Relation, Regex, and Dictionary).

RIGHTS & ROLES

If you change default view and switch it to “Rights & Roles you will be able to select a specific user and grant him or remove his rights to Read (View) or Update (which means not only Update but Read as well – it will also be selected) any of the Ticket types, their attributes, and Tickets themselves.

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In the first field, you need to select one position from the list of available General types of roles. They can be e.g. ‘Agent Roles’ (if you have more than one created in Agent Roles section) or ‘Company Roles’ (located in Companies > Company Manager section, separately for each company in ‘Role’ part of company’s details).

After you do that, from the second list you need to select a particular type of Role for which you want to change the rights (for example Agents who support only polish users).

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Below you will also find a ‘Search ticket type…’ search box, where you can type the name of the ticket type that you are looking for, without the need to scroll the whole list.

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There are two types of rights in the Mint Service Desk:

  • Read – allows the user only to view the content of the Tickets on a queue
  • Update – allows the user to make changes in the content of a Ticket on a queue. For example, Agent will be allowed to answer the client (to create a message in communication section) or change Ticket Status.

Please notice that when you select the ‘Read’ it will be selected, but the ‘Update’ will not be selected.

However, when you select ‘Update’ it will also select ‘Read’. Update means that you can view and change the content of a Ticket.

If you want to change the rights for the whole Ticket Type you can select the ‘Read’ and/or ‘Update’ checkboxes located right next to the Ticket Type name.

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You can also change the rights for selected attributes. To do so, select checkboxes located right next to the attributes that you are interested in.

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Once you finish making the changes, you need to click image249 button, otherwise, when you try to leave this part of the system it will inform you that you have some unsaved changes.

STATUS SETS

Mint Service Desk includes the feature “Status Sets”, it helps you to create different states for your ticket types. Normally the defined processes for each ticket type also include different stages or status, sometimes they use the same states but also sometimes they are totally different, especially in ITSM where the status for Incident Management or Problem Management is different.

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First, choose and select the Ticket Type for which you want to define a set of statuses.

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Once chosen you will have to name each status by adding ‘Value’ (any text) and select ‘Status type’ from the available list. You can create more than one status – to add a new position you need to click image252 button. To delete any of the positions use the image253 button.

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For each status, you can also select a custom color. Click on the image255 button to open a small window where you can choose a desired color from the palette.

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Now repeat that for each status and as a result you will have colors for each status.

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Those particular colors will be visible for Agent and Client in the ‘Dashboard’ view, on the list of tickets, in the ‘Status’ column.

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Remember that you can create as many statuses as you want. Once you finish, in order to save your changes, use the image259 button.

ASSETS

In this section, you can configure the whole structure for Assets and manage the user rights to view or/and modify any asset. Step by step you will create, edit or delete: Asset ‘Categories’, ‘Groups’ (of attributes), as well as single ‘Attributes’ along with their values. You will also use ‘Asset Manager’ where you can manage all of the Assets in the system.

SCHEMA CREATOR

In this part of the system, you can customize the structure for Asset Categories, Groups of attributes, and single attributes with their values. Also, you will change the rights for viewing or making any changes to the aforementioned.

STRUCTURE & RELATIONS

The default view for this section is ‘Structure & Relations’, where you can customize the whole structure for Asset categories along with their groups of Attributes, single attributes, and their values.

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By default, the content of each Ticket Type is hidden and you only see Ticket type name.

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If you want to see the full content of a Ticket Type you need to click image262 button, located right on the left side of the ticket type name.

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CATEGORIES

You can create different Asset Categories like “Hardware-laptops” or simple “Software”. To add a new category just click on empty field ‘Add category’, type the desired name, and hit ‘Enter’ on your keyboard.

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If you want to rename already existing Category just click on its name, make some changes and click Enter.

If you want to remove it just click on a basket icon image265 located on the right side. In the new window, you will be asked to confirm this action.

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Click ‘Yes’ and Category will be removed. Remember that deleting a Category means also deleting all custom Groups of attributes and single attributes that you have added to this particular Category.

GROUPS

Creating and editing groups works almost the same as it is for categories.

In order to create a new group click on an empty field ‘Add group’ and type the desired name.

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Now click enter on your keyboard. Try to save the changes by clicking image269 on the right side of the screen. You will see information saying “Group must have at least one attribute”. Before you’ll be able to save a group you need to create at least one attribute.

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To change the name of the group just click on it, type new one and accept the change by clicking enter.

To remove the group use the basket icon image271on the right side. Please notice that along with a group you will delete attributes that are inside this group.

ATTRIBUTES

Attributes are the fields that you will use to add detailed information for your assets. Each group must have at least one attribute because without it you won’t be able to save a new, fresh group.

Adding and editing attribute name as well as removing the whole attribute works the same way as for categories and groups.

However, after typing and accepting a name for the attribute you will have to choose attribute type, decide if you want to be able to search by this attribute in the list of tickets (‘Search filter’ check-box) or be able to select more than one value of the attribute (‘Multichoice’ check-box).

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MINT Service Desk includes a lot of different types of attributes. While selecting ‘Attribute type’ you can choose it from the long list.

The available types are “Pool”, “Integer”, “Date”, “Real Number”, “Text”, “Relation”, “Date Scope”, “Num Scope”, “Geolocation”, “Text area”, “Regex” and “Dictionary”.

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Those types of attributes have already been described in the Tickets > Schema Creator >Ticket Types part of this guide.

RIGHTS & ROLES

If you change default view and switch it to “Rights & Roles you will be able to select a specific user and grant him or remove his rights to Read (View) or Update (which means not only Update but Read as well – it will also be selected) any of the Asset categories, Assets themselves or their Attributes.

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In the first field, you need to select one position from the list of available General types of roles. They can be e.g. ‘Agent Roles’ (if you have more than one created in Agent Roles section) or ‘Company Roles’ (located in Companies > Company Manager section, separately for each company in ‘Role’ part of company’s details).

After you do that, from the second list you need to select a particular type of Role for which you want to change the rights (for example Agents who support only polish users).

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Below you will also find a ‘Search category…’ search box, where you can type the name of the category that you are looking for, without the need to scroll the whole list.

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There are two types of rights in the Mint Service Desk:

  • Read – allows the user only to view the content of an Asset on a category
  • Update – allows the user to make changes in the content of an Asset on a category. For example Agent will be allowed to change the name of the asset or change the attribute’s values.

Please notice that when you select the ‘Read’ it will be selected, but the ‘Update’ will not be selected.

However, when you select ‘Update’ it will also select ‘Read’. Update means that you can view and change the content of an Asset.

If you want to change the rights for the whole Category you can select the ‘Read’ and/or ‘Update’ checkboxes located right next to the Category name.

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You can also change the rights for selected attributes. To do so, select checkboxes located right next to the attributes that you are interested in.

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Once you finish making the changes, you need to click image279 button, otherwise, when you try to leave this part of the system it will inform you that you have some unsaved changes.

ASSET MANAGER

This is the place, where all of the assets in the system are managed. Right here, you will find the list of all your assets, as well as the possibility to make any changes in any of them.

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Right here you can filter those assets by ‘Categories’ or by ‘Period’. If you want to reset active filters, just click on the image281 button. You can also remove any selections (Categories, Filters, Attributes chose values) by clicking on image282 or image283 button right next to each position.

You can also use some more advanced filters. In the lower part of the view, you will find (depending on chosen ‘Categories’) additional sections.

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Click on the image285 button in order to see the whole list of available filters.

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Those are basically attributes of the assets from selected categories. Now you can search for assets by choosing desired values within those available attributes.

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Each time you select any value for the attribute, the result list will be automatically refreshed. You don’t have to anything, just keep on choosing the values you’re interested in.

If you want to see some more information on the list of assets (more columns) just use the image288 ‘Set column properties’ button. It was already described in the earlier parts of this guide.

Also, if you want, you can look for a specific assets (for example by asset’s name) by using the section “Search” field. Whatever you type here will be searched for, depending on the things you marked in the ‘Search by’ section of the ‘Set column properties’ window.

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Now, if you want to see the details of any asset, just click on one of them or use image290button, and the system will move you to an ‘Edit Asset” screen which displays information and Asset’s attributes.

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As an Admin you can change all of the attributes and information including the asset ‘Categories’. What’s most important you can add or remove a user in the ‘Assigned users’ part. If you remove a user from this place, the moment he tries to view the Asset he will receive the information that his access right has been changed.

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NEW ASSET

On the top right side of the Agent portal, the bar menu displays the button of the feature “Create asset” that allows you to create new assets.

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Once you click on this button, a new asset creation form will be displayed. Now you can start adding a new asset to the system.

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Now, you need to put in the required information (marked with *): “Name” and select the right “Category” (or more than one if you want). you can also add a detailed “Description” or some additional attachments.

Now you need to decide which user should be assigned to this asset. You can select either Client, Agent, or even an Admin (there might a situation when there will be more than just one admin in your system, having different accesses and privileges).

Once all of the information is ready, click on the image295 button.

The screen will reload and you will see that some additional fields have been created on the right side. Those are additional attributes available for the particular Category of Assets. They can be created and managed by you in Assets > Schema Creator.

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Once you add that additional information, you can update the asset by clicking on image297 button.

A newly created asset will appear on your list of assets. Also, users assigned by you to this asset will be able to see it on their list in the ‘Asset’ section.

DICTIONARIES

As mentioned earlier, the definition of some attributes that you created before on the “Attributes” section for tickets and assets can be done here.

In this section, you can create a Dictionary and define all of its values.

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A Dictionary will be presented for the users in the form of the dropdown list, where the user can select one or more value from that list.

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In order to create a new Dictionary, click the “Add new value” image300 button, located on the right side, and the creation screen will be displayed.

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Now, type the name for your Dictionary e.g. “Computer Types” and then select one of the types available on the ‘Select type…’ dropdown list. In our example, we will choose the “Text” type.

There are more types of dictionaries types that you can use like: “Char”, “Checkbox”, “Date”, “Decimal”, “Email”, “Integer”, “Phone number” and “Time”.

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Once you to that, click on the image303 button and you will see that a view has been expanded and you can add the first value for your Dictionary.

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You can create as many values as you want (by pressing the image305 button).

Type the name for each value in ‘Value…’ text field and press ‘Enter’ on your keyboard. You can use a image306 button for this as well.

If, while typing the name, you decide that you want to change it (before even saving the name) press the image307 button and the whole text will be deleted.

image308

After you saved the names for the values you can do a couple of things. You can rename the Value by pressing the image309 edit button, delete the Value by pressing image310 button.

image311

What’s more important is that you can create a ‘Child value’ for each Value. To do that press the image312 button on the right side of Value’s name. A new row will appear right below. You will notice that its position is not equal to the “parent” Value and it is moved a little bit to the right.

image313

Here, as well, you can create as many ‘Child values’ as you want.

image314

Once you’re done you can save your Dictionary by clicking on image315 button.

Every time you have a dictionary with ‘child values’ you can use some additional options to help you display them. Once you’re either in ‘Create new dictionary’ or ‘Edit dictionary’ view you can use Expand / Collapse buttons.

image316

The first one will show all of the ‘Child values” while the second will hide them and you will only see ‘Values’.

If you don’t want to see ‘Child values” of every Value that has them, you can expand and see ‘Child values’ of only one Value. Just press the image317 button in order to expand the list or the image318 button to hide it.

image319image320

Whenever you decide to change anything in any of the dictionaries, just click image321 button located on the right side of each dictionary on the list.

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REGEXES

Regexes = Regular expressions. They are very useful if you want to limit the values stored in a field in a way that only some specific information can be added. For example, if you have an “Integer” attribute then only numbers can be stored, or an “Email” attribute can only store a proper email address account.

image323

There are some “Regexes” already defined in the system, but you can always create new ones.

Click on “Add new value” image324 button, located on the right side, next to the search field and you will be moved to “Create New Regex” screen.

image325

Now, just type the “Name” of your regex and the allowed set of “Values”. You can also check the option “Is hidden” if needed. Press the image326 button and the new regex will appear on the list of available ones.

COMPANIES

If you provide support to many customers from different companies, in this section you are going to be able to manage them.

SCHEMA CREATOR

In the MINT Service desk we have pre-defined some fields where you can add some information about each company. Those are: ‘Name;, ‘VAT-ID’, ‘Address’’ and ‘Description.

In Schema creator you can create an additional group of attributes for filling up (or selecting) with even more information.

Those additional attributes will be later visible in the ‘Company Manager’ section under the details view of each company.

image327

First, you need to create a group for those attributes. Click on the ‘Add group’ field and type some name. Press ‘Enter’ on your keyboard to confirm the name. Once you do that a new field ‘Add attribute will appear on the right side.

image328

Now, add some attributes. First, in the ‘Add attribute field’ type a name and confirm it with ‘Enter’. On the right side, you will see a new field ‘Attribute type…”. Select one type from the dropdown list. You can also select a ‘MultiChoice’ check-box to allow selecting/adding more than just one Value later in the Company details view.

image329

You can add plenty of attributes for the group. In the following screen, you can a finished group with some important attributes already prepared.

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Now, if you go to Companies > Company section and click on image331 button on the right side of the company, you will see those additional attributes on the right side of the ‘Edit Company’ view.

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COMPANY MANAGER

In the main “Companies” section you will see the list of all the companies that have been already configured. Mint Service Desk has one pre-defined company at the start.

image333

If you want to create a new company, simply click the image334 button, located on the right side of a search box. It will open a ‘Create new company’ form.

image335

Type some basic information about the company: ‘Name’, ‘VAT ID’, ‘Address’, and description. You can also add a logo/picture – just click on the gray box ‘upload a photo’.

Once you finish click on the image336 button. The screen will be refreshed and you will notice that other tabs (‘Roles’, ‘SLA’, ‘Customer’) have been unblocked. Also on the right side, there is a new block with some additional attributes (if you created them in Companies > Schema creator).

image337

In this part of the system, while being on the company details screen you can do a couple more things. The first one is that you can create a company ‘Role’. To do that, just go to the ‘Roles’ tab and click on the image338 button.

image339

It will open a small window where you need to type the name for that new role and click image340 button.

image341

That role can be later selected for a particular user under ‘Role management’ in the Users > User Manager section. It will be explained later in this guide (Users > User Manager section).

In the ‘Edit company’ view normally the last tab ‘Customers’ is empty (if you just created a new company). In order to see any customer here, you need to grant the user the correct role (customer role) from this company. Only once you do that (like mentioned a moment before, in the Users > User Manager) you will see a customer here.

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Now you will be able to do a couple of things. You can Activate/Deactivate the user. Deactivating means that the user account will be locked and he will not able to log in.

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If you want to change the user role click the image345 and in the next window change the role for the desired one. Please remember that, if you want to change the role from Customer type to e.g. Agent or Administrator type, you first need to unselect the current chosen one. In the following example, we have chosen a Company ‘New company’ and available for this particular Company Customer type role: ‘New company role’.

image346

If we want to change it and grant the user an Agent type role, we need to unselect ‘New company role’ and switch the tab to ‘Agents’

image347

In this place, you need to choose and select one of the roles available and click the image348 button. Once you do that the user will disappear from the ‘Customers’ tab and be moved to the Users > User Manager section under the ‘Agents’ tab.

The last thing you can do in the ‘Edit company’ is that you can manage your SLAs and Services. Go to the ‘SLA’ tab. Once you created a new company this tab will be empty.

image349

In order to add any SLA you need to click on the image350button. Once you do that, on the right side a new part of the view ‘SLA Details’ will appear.

Now you can click on the ‘SLA name…” field and select one of the already existing SLAs from the dropdown list.

image351

If you don’t’ want to use any of already existing SLAs, you can create a new SLA in this place. Just click the image352 button and a form for creating new SLA will be loaded.

image353

The whole process of creating and managing SLA/Services/Priorities and Parameters has already been described in the ‘Services’ part of this guide.

CALENDARS

In this part of the system, you can create ‘Calendars’ – a weekly period definitions for e.g. support windows for your customer. Those calendars can be later added for each SLA parameter set. Please check Services > SLA parameters part of this guide for more info.

image354

In order to add a new calendar you need to click image355 button and you will see a ‘Week definition’ screen along with the ‘Details’ section on the right side.

image356

Let’s start with the ‘Details’. Right here you need to type the name for your calendar (‘Calendar name’) and choose a ‘Time zone’ that is correct for your location. You can also include some ‘Exclusions’ in case of Holidays/National days etc. when your support windows are not available for your customers.

image357

Now, in the main section ‘Week definition’ you can start adding support windows for each day of the week.

You can select a single one-hour slot just by clicking on the chosen slot. It will open a small window where you can change the starting and ending hours or even the starting and ending day.

image358

Once you finish you need to click image359 button.

If you’ve changed your mind and want to delete this time slot, just use image360 button. If you want to cancel the changes you made (before saving them), hit image361 button.

You can also select a bigger time slot than just one-hour. Just click on one place and, while holding the Left Mouse Button drag the mouse cursor in any direction (vertically and horizontally).

Once you release the Left Mouse Button, the selected area will be marked and you will see the beforementioned window.

image362

If, while being in this newly opened window, you change Starting/ending hour or Starting/ending day and hit image363 button, the window will be closed and the previously selected area will be updated according to the changes you made.

If you want to make some changes in already created and saved time area you can do in two ways.

The first one is that you can click on the icon located in the bottom right corner of each separate time area and while holding the Left Mouse Button change the size of that time area.

image364

The second one is that you can always click on any of the time areas and the previously mentioned window will be opened allowing you to choose time ad day range.

When you decide that everything is as it should be you can click on the image365 button. A new calendar will appear now on the calendars list. If now you will decide you need to make some adjustments to the time slots click on the image366 button and you will be moved to the calendar edition view.

If you decide that any of the calendars is not needed anymore, you can get rid of it by clicking the image367 button and confirming your choice by clicking YES in the confirmation windows.

image368

USERS

In these sections you will be able to manage all of the users within the system.

SCHEMA CREATOR

In the Mint Service Desk, each user has some pre-defined fields which are used for holding some information such as ‘Fist name’ or ‘Phone number’. Those default information is available for viewing in the ‘Profile’ part of the system.

If you click on the round icon (or round picture if you’ve uploaded one in your profile) it will open a dropdown menu. Click on ‘Profile’.

image369

In Schema creator you can create an additional group of attributes for filling up (or selecting) with even more information. Those additional attributes will be later visible in the aforementioned ‘Profile’ section.

Let’s create some. The procedure is basically the same as it was with additional attributes for the company info (Companies > Schema Creator section of this guide).

After you finish creating an Attribute group and their attributes you will have a ready structure. It can be like the one on the following screen. Remember that you can create more than just one of the attribute groups.

image370

Now when you go to the ‘Profile’ section of your user account you will see those additional attributes on the right side.

image371

USER MANAGER

In this place you will be managing all of the users: Agents, Administrators, Customers, and ‘Unassigned’ users as well.

image372

If you want to create a new user, you need to click on image373 button, located on the right side of the search box. This button is available for you in three tabs of Users section: ‘Agents’, ‘Customers’, ‘Administrators’. You won’t be able to create a new user while being in the ‘Unassigned’ tab.

Once you do that you will be moved to the ‘Create user’ form, where you need to put in some information regarding the new user. Depending on the role you choose for that user, he will be later shown on a different tab (Agents, Customers, or Administrators).

image374

With every user, you are able to do a couple of things. You can Activate/Deactivate the user. Deactivating means that the user account will be locked and he will not able to log in.

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You can also change the user Role. Just click the image377 and in the next window change the role for the desired one. Please remember that, if you want to change the role from Customer type to e.g. Agent or Administrator type, you first need to unselect the current chosen one. In the following example, we have chosen a Company ‘New company’ and available for this particular Company Customer type role: ‘New company role’.

image378

If we want to change it and grant the user an Agent type role, we need to unselect ‘New company role’ and switch the tab to ‘Agents’.

image379

In this place, you need to choose and select one of the roles available and click image380. Once you do that the user will disappear from the ‘Customers’ tab and be moved to the Users > User Manager section under the ‘Agents’ tab.

If you like to add or change some information about the specific user, you can click on the image381 button. It will direct you to the ‘Edit user’ screen containing information about the user you just choose.

image382

Now, make any changes you like and click the image383 button.

AGENTS ROLES

In this section, you will be able to add new and manage already existing Agents Roles.

image384

In order to add a new Agent Role, click on the image385 button, located on the right side of the search field. It will open an ‘Add role’ window.

image386

Right here you need to name your new Agent Role and decide what type of actions you want to allow this agent to make.

You can choose and allow an agent to do one or more things:

  • Edit customer – means that an agent will be able to change the Customer assigned to the ticket
  • Edit company – means that an agent will be able to change the Company assigned to the ticket
  • Edit asset user – means that an agent will be able to change the user assigned to the asset.

Once you finish click image387 button.

If you like to add/change anything later for the role, you can use the image388 button.

If you want to get rid of any Agent role on the list just click image389 and confirm your choice by clicking YES on the confirmation screen. You will also be informed that role will only be deleted if it’s not used in the system.

image390

CHANNELS

In this section, you will find all the configuration options needed for the different communication channels included in MINT Service Desk. You will create email accounts, email filters, and custom templates (along with their components) which will be used by the Agents or system.

ACCOUNTS

The ‘Accounts’ section handles the different communication accounts in the system. Right here you will be able to configure all the email accounts you want to have in the system for incoming and outgoing emails.

All the accounts that have already been configured in the system are displayed on the list.

image391

To add an email account click the button located on the right side of the search box.

Now, in the ‘Create account’ you must fill up the required information: ‘Account name’, select the correct ‘Channel” (Email).

Now you need to select at least one (or more if you want) ‘Outgoing queues’ – when an Agent writes a message in the Ticket which is in the selected ‘Outgoing queues’, this email account will be used as a ‘Sender’ of this message.

Once you selected ‘Outgoing queues’ you need to choose one ‘Incoming queue’ – it means that when a client creates an email and send it on your email address (which will be specified very soon in this part of the guide) the Ticket will be created only in this chosen ‘Incoming queue’.

image392

Once you finish click on the image393 button.

On the next place you will need to fill up some more information: ‘User name’ – the address of email box (e.g. support@company.com) and ‘Password’ – the password for the aforementioned email box.

image394

The rest requires some technical details so if you are not sure what to put in or choose, please contact your IT admin.

Now, please click on the image395 button. If you entered the correct information a new email box will be saved and you will see it on the list.

image396

However, if you made any mistake with the email box details (server addresses, protocols, security settings) you might receive the following error message.

image397

Of course, you can click the image398 button and save this account, however, it will not work properly. You will need to contact your IT admin and ask for assistance. Until you fix the problem you will also see an additional warning icon image399 on the list (in the ‘Error occurred’ column).

image400

Once you have a working email account added to the system you can use the image401 button in order to manually force the retrieval of messages from this email box.

Those messages will be placed in the ‘Messages’ section, where you will be able to browse through them.

image402

If you like to edit an already existing email box, or just to delete it, use the image403or image404 button, located in the ‘Action’ part of the ‘Accounts’ view.

image405

FILTERS

In this section, you can create as many email filters as you need. They are needed to filter the incoming emails and e.g. create Tickets (from incoming email) in the right queue or to assign those Tickets a correct Ticket Type, once the specified conditions had been fulfilled.

image406

To create a new message filter, click the image407 button located on the right side, next to the search field. You will be moved to the ‘Create filter’ form.

image408

Right here you need to name your filter (‘Name’) and select the ‘Queue’ in which a Ticket will be created (from the email message sent). You can also specify the ‘Ticket type’ which will be added to the created Ticket (from the email message).

Next, you can select the check-box ‘Stop after match’. Check it if you want to match one (or more) of the criteria you are creating (those with additional ‘Match case check-box selected by you). If you want to match all of the criteria, leave this option unchecked.

Now you need to specify the configuration of filters.

image409

First, select the “Email Element” – it is the part of the email you want to filter from. You can choose between ‘Body’, ‘Subject’, From’ and ‘To’.

image410

Now, choose one ‘Operation type’ – it includes options to get the match and fit of your filters like: “Contains”, “StartsWith”, “EndsWith”, “IsEqual” and “MatchPattern”.

image411

For each of the criteria, you can select the ‘Match case’ check-box. It is related to the ‘Stop after match’ option mentioned before.

Finally, “Element Value” is the field where you have to put what value exactly you want to match. You can type anything you want here.

image412

If you want to add additional criterion you can use the image413 button located in the bottom right corner. If you want to delete any, just use the image414 button.

Once you finish click the image415 button in order to save your new message filter.

The following screen shows a new filter ready to be saved.

image416

As a name we typed ‘Subject filter’, we also selected a ‘Poland’ queue and chose ‘1st level of support’ Ticket type.

We have two cases here:

  • First one means that when an email subject contains the word “Help” a new Ticket will be created in ‘Poland’ queue and receive a ‘1st level of support’ Ticket Type

image417

  • Second means that when an email subject starts from the “Support” word a new Ticket will be created in ‘Poland’ queue and receive a ‘1st level of support’ Ticket Type.

image418

The first criteria have also a ‘Match case’ check-box selected. Because we also selected ‘Stop after match’ it means that when the email Subject contains “Help” the second criteria (Starts with “Support”) won’t need to be fulfilled to allow the filter to create a new ticket in the selected queue and with selected ticket type.

Remember that after creating a new message filter you can always either change anything inside (image419 button) or even delete it from the system (image420 button).

MESSAGES

In this section, you can see the whole activity from your email boxes. This means that the messages downloaded from the email boxes in the system will be displayed here.

image421

Like it was mentioned before (in Channels > Accounts) those messages can be force downloaded by using the image422 located in that part of the system. By default, messages are downloaded once every minute.

The one thing you can do with those messages, while being in a ‘Messages’ section is that you can use the image423 button located in the ‘Action’ column of each message.

image424

Using this button will force the system to once again try to process the message and create a Ticket from it.

Basically the ‘Reparse’ is used in case there are any problems with downloaded messages. One of those problems can be when a system downloaded the message and put it in the ‘Messages’ sections, but a new Ticket has not been created.

Those errors, as well as other activities like when a message was sent to a ticket, can be seen in this part of the system.

COMPONENTS

In this section, you can create template components from which you will later build whole templates e.g. ‘Thank you’ message sent by the system right after creating a Ticket.

image425

Each template is built from a couple types of components. In this section, you can predefine those components that you will later use in the next section.

MINT Service Desk has four types of components: “Subject”, “Header”, “Body” and “Footer”.

To create a new component, you need to click on the “Add new value” button.

image426

Now, in the ‘Create template component’ you need to name your new component (‘component name’) and choose a type.

image427

In the ‘Content’ section you can with the content of your component. Con use the Rich Text editor to give the desired format to your content. Also, you can add additional dynamic fields, which will automatically fill data from the system.

To do so, click Right Mouse Button on the ‘Content’ section and from the menu select and add the dynamic field you need.

image428

Once you finish just click the image429 button.

Remember that after creating a new component you can always either change anything inside it (image430 button) or even delete it from the system (image431 button).

By creating a set of components and later templates you can automate a lot of your work. That’s why you should always remember to use the right names to easily manage and handle many components.

TEMPLATES

In this section, you can view, create, edit, or delete all of the Templates available in the system. As mentioned before, a template is built from components (created in ‘Components’ sections).

Templates can be used for many cases: emails (e.g. confirmation of new account), auto-responses (inside Ticket communication section), or even predefined messages which can be used by an Agent to speed up his work.

image432

You can add as many templates as you like, along with all of your common answers and replies that you always use with your customers, etc..

Mint Service Desk has some already pre-defined templates for you to choose from.

If you want to create a new one, just click on the image433 button and you will be moved to the “Create template’ form. Always remember that before moving to create a new template you need to create the needed components (in ‘Components’ section).

image434

In the “Create Template” view you need to fill some fields like “Name”, “Description”.

Once you do that you need to select components from which your Template will be built. You can select four components: ‘Subject’, ‘Header’, ‘Body’, and ‘Footer’. ‘Body’ is required, the others are optional.

image435

Sometimes you should use more than just ‘Body’ component while building your Template. For example, when you’re creating an email template (e.g. for Email confirmation message) you should use the ‘Subject’ component in addition to ‘Body’. ‘Header’ and ‘Footer’ would also be great.

After selecting the components you need to select one of two available ‘Template types’. Those are ‘System’ and ‘Custom Response’.

image436

Select “System” for templates which the system will send automatically based on some activity.

If, on the other hand, you want to have a predefined template that your agents will use to manually answer your customers choose the “Custom Response” type.

Once you finish save your changes by clicking image437 button.

After creating a new template you can always either change anything in it (image438 button) or even delete it from the system (image439 button). Deleting the template does not delete any components which were used in that template.

API

In this section, you can view, create, edit, or delete all the API Clients for Mint Service Desk.

image440

To create a new API client click on the image441 button located on the right side, next to the search field.

image442

Now, in the ‘API’ view you need to enter some required information:

  • ‘Client id’ – API Client identifier,
  • ‘Client name’ – API Client name.

You also need to choose the desired scopes (‘Allowed scopes’). Those scopes specify the set of endpoints to which the API Client will also have access to.

image443

In the Mint Service Desk you have three available scopes to choose from:

  • ‘mint_api.assets’ – gives access to edition and viewing the MINT Service Desk assets
  • ‘mint_api.tickets’ – gives a possibility to view information about tickets, add comments and make other changes
  • ‘mint_api.user_restricted (Require user)’ – adds additional possibilities to the scopes mentioned above. It unblocks, among others, creating tickets and adding new articles

If you select ‘mint api.assets’ and/or ‘mint api tickets’ you will be able to save the new API Client. To do so just click the image444 button.

Creating a Bot

While creating an API Client you cal select the third ‘Allowed scope’: ‘mint_api.user_restricted (Require user)’ from the list of available scopes.

image445

If you do that you will need to create a Bot user. Bot account is a type of account on behalf of which requests that require a user are sent.

The moment you select the abovementioned scope a new part of API view ‘Create bot user’ will be loaded.

image446

Now, you need to type ‘Email’ (the correct email address), ‘First name’ and ‘Surname’. All of that information are required by the system if you want to create a Bot user.

Once you finish, click on the image447 button. You will see an additional window ‘One-time secret’.

image448

By default, the ‘Secret’ is hidden. In order to see its content, you need to click on the image449 icon. Now write down, remember, or copy the ‘Secret’. You also can click the image450 icon to copy the secret to your clipboard and paste it e.g. to some text editor.

image451

A secret is basically a key registered for the calling web service.

Once you saved this secret just click image452 button and API Client (with Bot user) will be created.

After creating a new API Client you can always either change anything inside it (image453 button) or even delete it from the system (image454 button).

When you decide to edit the content of API Client you will see that on the right side there is a new section called ‘Secrets’. Right here you will see the list of ‘Secrets’.

image455

You can delete any of them by moving the mouse cursor over one desired position on the list and you will see, on the right side, an image456 button. Just click on it and secret will be deleted.

image457

If you want to Create a new Secret just click the image458 button, write down/memorize/copy the new Secret and click image459.

SETTINGS

In this place of the system, you will find some subsections with configuration parameters you can adjust. There are four sections: ‘Files’ (default place after you go to Settings), ‘Templates’, ‘Accounts’, and ‘Logo.

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FILES

This is the default view once you go to the Settings part of the Admin Portal. Here you can change the sizes and limits for Avatar, Logo and Attachments.

image461

Max. avatar size (MB): the maximum size of an Avatar user can upload to profile information in the ‘User profile’ part of the account.

Max Logo size (MB): the maximum size of a logo (both: sidebar and login page) you can upload in the ‘Logo’ section of the ‘Settings’ part of the system.

Max. article attachment size (MB): the maximum size of each attachment that can be added to an Article (message) within Ticket conversation (chat).

Max. asset attachment size (MB): the maximum size of each attachment that can be added to an asset.

The abovementioned limits are specified in megabytes (MB). For each of them, you can set up the value between 1 and 5 (only positive integers are allowed by the system). 5 MB is the upper limit for each of them.

Limit for asset attachments: you can define the number of possible attachments that can be added to each asset in your Mint Service Desk system. You can set it up to 5 max.

TEMPLATES

In this place, you can select templates for email messages that are sent by the system. Those are: ‘Email confirmation’, ‘ Reset password’, New ticket notification’ and ‘Ticket changes notification’.

image462

At the very beginning of this guide, in the ‘Basics’ part, you already selected a template for the email confirmation.

Always remember that before selecting a new template here, first you need to create some components, then create a template (with those components). Once you save a new template it will be available to choose from the dropdown lists.

Email confirmation: right here you can select a template which will be used for the email sent to a user, right after he signed up to the Mint Service Desk, in order to confirm a new account.

Reset password: this template will be used for the email which will be sent to a user once he chose the option ‘Forgot my password’.

New ticket notification: this template will be used for the email sent to the user when a new Ticket has been created.

Ticket changes notification: this template will be used for the email sent to the user right after any changes occurred in the Ticket (e.g. new message from the Agent).

When a user (Client/Agent) decides he wants to receive a notification whenever new ticket has been created (‘New ticket notification’) or any new changes have been made in the already existing ticket (‘Ticket changes notification’), he can choose those options in his user profile view.

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ACCOUNTS

In this section, you can select an email account that will be used for actions described above in the “Templates” section. Those email accounts can be created in the Channels > Accounts part of Admin Portal.

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LOGGER

This is the last section used by the administrator of the MINT Service Desk. It’s very useful because it gives you all of the information and activity details required to track any issue. All of the activities are saved in log files. In order to track issues or check the activity, you can look for them in this section.

Once you go to the “Logger” you will see that the default view is divided into different sections representing different entities from the system. Thanks to that information are not mixed, and it will be easier for you to analyze them.

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The logs are divided in ‘Application environment’, ‘Authorization’, ‘Dictionaries’, ‘Assets’, ‘Tickets’, ‘Cyclical tasks’, ‘E-mail communication’, ‘Queues’, ‘Repository’ and “Translations”, “Entity extensions”, “Services” and ‘SLA Escalations’.

Each of them, of course, includes the logs from that section or group from Mint Service Desk. For example, if you want to look for any errors within your tickets you have to check ‘Tickets’ or if you want to check if everything is ok with your assets activity use ‘Asset’” and so on.

On the right bottom corner of each, you can easily check if everything is okay or if there are any problems. You will see either the image471 or image472 icon. The first one means that everything is in order, while the second one tells you that there is a particular number of problems here.

image473

Now, if you click on the image474 icon the section will expand and you will see the list of those errors.

image475

In order to see the details of an error/exception, you need to click on the image476 icon located on the right side of each position on the list.

If you click on the image477 icon the section will expand and you will see default options allowing you to browse through logs.

image478

Browsing the logs

Click on the section you want to use. From the available searching fields select the time period you want to look for using “Date from” and “Date to”.

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Now choose the ‘Level’ of logs you are looking for. You can choose between “Verbose”, “Debug”, “Information”, “Warning”, “Error” and “Fatal”.

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If you are looking for something in specific you can type in a single word or text in the ‘Search for log…’ field.

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The results will be displayed down below.

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If you want, you can save the results. At the bottom part of the result list, you will find the ‘Download’ button. Mint Service Desk will always save them in a .ZIP file format.

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Click on ‘Download’ and you will see a list of logs divided into single days. For example, 20200403 means that those are logs from 03.04.2020.

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Click on the one you want to download, choose the desired place to save the file in your system file explorer, and click ‘Save’. Once a file is saved you just need to extract the .zip file and you will have the logs in a form of a text document.