ADMIN PORTAL

The MINT Service Desk administrator is able to log in 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.

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It works almost the same as for Agent or Client, with one exception.

AS always it is not possible to change the “Login”, but the Administrator user is the only user who can change the ‘Email’.

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On the right side of the user “Picture”, you will also find a QR code for MINT Mobile app configuration. Once you have configured your MINT Service Desk system you can use this QR code to automatically configure your MINT mobile app (if you already downloaded and installed it on your mobile device).

At the bottom part of the ‘User profile’ view, below the section ‘User settings’ you will section with additional information that can be created and managed in Admin > Companies > User fields. By default, there is nothing, here, but once you create some fields there (‘User fields’), you (and all of the users) will see them here.

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NOTIFICATIONS

Below the ‘Profile’ button you will find another position: ‘Notifications’. Right here you see the list of notifications which were allowed for you to receive - as an admin you can change that in Admin > Notifications part of the system.

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If you don’t want to receive any of them simply unmark the correct position.

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DASHBOARD

After successful login to the admin account, you will see a 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 on-line 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 on the right side. If you want 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.

AGENTS

In this part of the MINT Service Desk system, you will find the tools that will help you configure Agents and their roles or allow you to set up some additional information for any kind of user.

AGENTS

In this place you, will be managing your Agents.

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If you want to create a new user, you need to click on the image307 button, located on the right side of the search box.

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, Company users, or Administrators).

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With every user, you can do a couple of things. One of them is that 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 image311 and in the next window change the role for the desired one. Please remember that, if you want to change the role from Agent type to e.g., Company user or Administrator type, you first need to unselect the current chosen one. In the following example, we have an Agent with the ‘Service Desk Agent’ Role.

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If we want to change it and grant the user a Company user type role, we need to unselect the ‘Service Desk Agent’ role and switch the tab to ‘Company users’.

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In this place, you need to choose and select one of the available Companies and one of its roles and click image314. Once you do that the user will disappear from the ‘Agents’ tab and be moved to the ‘Company users” tab.

If you like to add or change some information about the specific user, you can click on the image315 button. It will direct you to the ‘Edit user’ screen containing information about the user you just choose.

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Now, make any changes you like and click the image317 button.

ROLES

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

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In order to add a new Agent Role, click on the image339 button, located on the right side of the search field. It will open an ‘Add role’ window.

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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 image341 button.

If you like to add/change anything later for the role, you can use the image342 button.

If you want to get rid of any Agent role on the list just click image343 and confirm your choice by clicking YES on the confirmation screen. You will also be informed that role will only be deleted if it is not used in the system.

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USER FIELDS

In this section, you will be managing the additional fields that might contain additional information for every type of user.

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

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

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In the ‘User field’ section 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, at the bottom part of the view.

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Let us create some. First, you need to create a group for those attributes. Click on the ‘Add group’ field and type some name.

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Press ‘Enter’ on your keyboard to confirm the name. Once you do that a new field ‘Add attribute‘ will appear on the right side.

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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 User profile view.

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

If you want to remove anything just click on a basket icon image351 located on the right side. In the new window, you will be asked to confirm the action.

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

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Now, if you move to the ‘User profile’ section, at the bottom of the view you will see those additional attributes.

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COMPANIES

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

COMPANY MANAGER

In the ‘Company manager’ part you will see the list of all the companies that have already been configured. Mint Service Desk has one pre-defined company at the start. You can, of course, change its information.

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If you want to create a new company, simply click the image509 button, located on the right side of a search box. It will open a ‘Create new company’ form.

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INFORMATION

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

Once you finish click on the image511 button. The screen will be refreshed and you will notice that other tabs (‘Roles’, ‘SLA’, ‘Company users’) have been unblocked. Also on the right side, you will see a new block with some additional attributes (if you created them in Companies > Company fields).

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Now, while being in this part of the system, you can do a couple more things.

ROLES

The first one is that you can create a company ‘Role’.

To do that, just go to the ‘Roles’ tab and click on the image513 button. It will open a small window where you need to type the name for that new role and click the image514 button.

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That role can be later selected for a particular user under ‘Role management’ in the Settings > Users part of the system. It will be explained later in this guide.

SLA

In the next section called ‘SLA’, you can manage your SLAs/Services and add/remove any of them. Normally, once you created a new company, this tab will be empty and you have to add a new SLA.

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IIf you want to add any SLA you need to click on the image517button. Once you do that, on the right side a new section ‘SLA Details’ will appear.

Now you need to click on the ‘SLA name…’ field and select one of the already existing SLAs from the dropdown list. If you’re adding second/third etc. SLA to this company you will see that some positions on the list are dimmed and you cannot add them.

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Select one that is available and click image519.

If, on the other hand, you don’t want to use any of already existing SLAs, you can create a totally new SLA in this place.

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Just click the image521 button and a form for creating new SLA will be loaded.

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

COMPANY USERS

In the ‘Edit company’ view normally the last tab ‘Company users’ is empty (if you just created a new company). To see any customer here, you need to grant some users the correct role (customer role) among those available for this company. Only once you do that (for example, as mentioned a moment before, in the Settings > Users) 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 image526 button and in the next window (‘Role management’) 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 ‘Mint Service Desk’ and available for this particular Company Customer type role: ‘Customer.

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If we want to change it and grant the user an Agent type role, we need to unselect ‘Customer’ and switch the tab to ‘Agents’. Take notice that one you have unselected ‘Customer’ the Agent tab became available.

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In this place, you need to choose and select one of the available Companies and their roles and click the image529 button. Once you do that the user will disappear from the ‘Customers’ tab and be moved under the ‘Agents’.

COMPANY FIELDS

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

In the ‘Company fields’ part you can create an additional group of fields for filling up (or selecting from the list) with even more information.

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Those additional fields will be later visible in the ‘Company Manager’ section in the ‘Edit company’ view.

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Let’s add some new fields. First, in the default view of the ‘Company fields’, you need to create and name a new group (for example ‘ Contact’). Click on the empty field ‘Add group’.

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Type some name and press ‘Enter’ on your keyboard to confirm the name. Once you do that, on the right side you will see a new field ‘Add attribute’.

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Now, let’s 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…”.

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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.

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

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Now, if you go to Companies > Company manager section and click on image537 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 USERS

In this part of the system, you will be managing the users. By default, the view will be set to the ‘Company users’ tab and you will see the list of all company users.

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If you want to create a new user, you need to click on image540 button, located on the right side of the search box. This button is available for you in three tabs of the 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).

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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 image544 button and in the next window change the role for the desired one.

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Please remember that, if you want to change the role from Company user type to e.g. Agent user or Administrator type, you first need to unselect the current chosen one. Only then the other tabs inside ‘Role management’ will be unblocked.

Once you change the role and click image546 the user account will be moved to a different tab (in the ‘Company users view), depending on your choice.

One last thing worth mentioning is that when you save the account without any role chosen, it will be moved to the ‘Unassigned’ tab.

TICKETS

QUEUES AND PERMISSIONS

The queues in MINT Service Desk are “containers” of tickets. You can define your queues based on resolution teams, departments, logical units, processes, 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 ‘Queue structure’ tab. The second one is ‘Queues permissions’.

Queue structure

At the bottom of this view, you will find one button image319. 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 image321 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 image323 button 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 image324button. 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 image326 button, change the name, and hit ‘Enter’ or click the image327 button.

To delete a queue, click on the image328 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 image330 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.

To assign parameters to queue, click the image748 button. In the new window select one of the parameters available from the list and click on the image332 button.

To create new parameters click on image749, fill in the required fields (Parameters name, Calendar, Response time, Resolution time) and any other if you want, then click on the image332 button.

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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 image331 button. In the new window select one of the auto-responses available from the list and click on the image332 button.

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

Queue permissions

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 the Agent Roles section) or ‘Company Roles’ (located in Companies > Company users section, separately for each company in ‘Role management’ > Company users tab.

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: ‘Service Desk Agent’, which means that we will be able to change the rights for this particular role.

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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 image337 button, otherwise, when you try to leave this part of the system it will inform you that you have some unsaved changes.

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. You will also set custom Statuses for your Ticket Types and unique Ticket number pattern.

TYPES

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.

TICKET TYPES

It is the default view when you go to the ‘Types’ part of the system.

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At the bottom of this view, you will find one button image801. It is used for creating and adding a new ticket type 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 image321 button.

If you want to change the name of any already existing ticket type, just click the image326 button, change the name, and hit ‘Enter’ or click the image327 button.

In order to delete a ticket type, click on the image328 button, and in the new window click ‘Yes’.

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TICKET TYPES PERMISSIONS

The second tab is the place where you manage rights for viewing or editing Ticket information. You can do this separately for each Ticket Type you currently have.

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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.

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They can be e.g. ‘Agent Roles’ (if you have more than one created in Admin > Agents > Roles section) or ‘Company Roles’ (located in Admin > Companies > Company Manager section.

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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.

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The screen below shows the situation when we’ve decided to select ‘Agent roles’ and then one particular role: ‘Service Desk Agent’, which means that we will be able to change the rights for this particular role.

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

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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
  • Update – allows the user to make changes in the content of a Ticket. 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 image398 button, otherwise, when you try to leave this part of the system it will inform you that you have some unsaved changes.

STATUSES

Mint Service Desk includes the feature “Statuses”. 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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If you want to create some statuses first you need to choose the Ticket Type they will be connected with.

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Once selected you need to add a couple of new statuses by clicking on the ‘Add new’ button.

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Now you have to name each status by adding ‘Value’ (any text) and select ‘Status type’ from the available list. At any moment you can add new status – just click the ‘Add new’ button. To delete any of the positions use the image403 button.

For each status, you can also select a custom color. Click on the image404 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.

One last thing in this part of the system is that for any of the statuses you can select ‘Stops SLA’. It means that when a Ticket enters this particular status (either automatically or manually when an Agent changes the status) SLA timer for this ticket (if there is a Service along with SLA attached) will be stopped.

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Once you finish, in order to save your changes, use the image408 button.

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 image501. 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 image503 button.

To delete any of the positions use the image504 button on the right side.

If you want to save your changes, make sure you are done with everything and use the image505 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 image506 button and move (drag & drop) the desired priority to the new place.

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CUSTOM FIELDS

TICKETS STRUCTURE

Here 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 the Ticket type name.

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If you want to see the full content of a Ticket Type you need to click the image356 button, located 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, the 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 the empty field ‘Add ticket name’, type the desired name, and hit ‘Enter’ on your keyboard.

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You can also look for a specific Ticket type by using the search field. Just type the name of the ticket Type you’re looking for 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 image358 located on the right side. In the new window, you will be asked to confirm the action.

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Click ‘Yes’ and the 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 image362 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 image364on 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. Without it, you won’t be able to save a new, fresh group.

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Adding and modifying attribute name as well as removing the whole attribute works 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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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 additional information (Place of the incident and incident description) about more than one incident, you can add a new attribute, rename it to ‘Description’ and mark ‘MultiChoice’, then select ‘Pool’ from the list of available types.

Now add two attributes, name them ‘Place of the incident” and ‘Impact level’ and as a type choose ‘Geolocalization’ and ‘Text area’.

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Now if the user (Agent or Client) will see the following attributes allowing to add incidents description one after another.

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To add another (second/third etc.) incident just click the image370 button and a new empty page will be opened allowing you to type those attributes once again but this time for the second incident. You can also delete any of them with the image371 button.

If you want to move between those ‘incidents’ use the navigation options image372.

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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 image375 to be directed to Google Maps webpage with information about this location or clickimage376 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 image380 button. Now, in the new window define those values and click image381.

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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 with a 1by 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 the 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.

DICTIONARY

This option refers to the dictionaries which can be added and configured in the “Dictionaries’ section. It takes a value from a predefined list of elements like a list to show in a dropdown field.

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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. Also, you can do this as well when creating (or editing) an asset if the Dictionary type attribute is attached to the selected Asset category.

Relation

With “Relation” you can create an attribute related to a Ticket type or Asset Category.

If you add a ‘Relation’ type attribute while creating the structure for Ticket Types (Admin > Tickets > Types) you will have to select one from already existing Ticket Types.

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If, on the other hand, you add a ‘Relation’ type attribute while creating the structure for Assets categories (Admin > Assets > Structure and permissions) you will have to select one from already existing Assets categories.

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Also, while doing that, you can select one of two available 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). Remember that, unlike when using the ‘Text area’, you will only have one line available for your typed text to be displayed.

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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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Also, you can enlarge this field, just grab the right bottom corner and drag it down.

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For each ticket type, you can also select a custom color. Click on the image404 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 ticket type and as a result, you will have colors for each ticket type.

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TICKET PERMISSIONS

The second tab is the place where you manage rights for viewing or editing Ticket information. You can do this separately for each Ticket Type you currently have.

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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.

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They can be e.g., ‘Agent Roles’ (if you have more than one created in Admin > Agents > Roles section) or ‘Company Roles’ (located in Admin > Companies > Company Manager section.

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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.

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The screen below shows the situation when we’ve decided to select ‘Agent roles’ and then one particular role: ‘Service Desk Agent’, which means that we will be able to change the rights for this particular role.

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Now we can change the rights by selecting some check-boxes located on the right side of each Ticket type. Please notice that you can also select/remove right for each Attribute as well.

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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
  • Update – allows the user to make changes in the content of a Ticket. 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 image398 button, otherwise, when you try to leave this part of the system it will inform you that you have some unsaved changes.

TICKET NUMBER FORMAT

In this place, you can set up your unique Ticket number pattern.

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The ticket number is built from a couple of parts, which you can easily change:

  • Prefix: a unique identifier for your company, for example for Mint it can be MT or MINT
  • Date format: means date when the ticket was created, for example in year/month/format
  • Third part is a simple number for Ticket. Please take notice that this number will be incrementing from 1 to xxx (the newest ticket) and it will not be reset each day. When you notice that the pull of available numbers is close to ending you can change it simply by changing the value of the Ticket counter size.

Also, at any moment you can look how the Ticket number would look like. Each time you make any changes it will be changed in real-time to show you the final result.

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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 (e.g. inside Ticket communication section), or even predefined messages which can be used by an Agent to speed up his work.

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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 image617 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).

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In the “Create Template” view you need to fill the “Name” (required) and add some “Description” if you like.

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.

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Sometimes you should use more than just the ‘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 choose one of two available ‘Template types’. Those are ‘System’ and ‘Custom Response’.

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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 image621 button.

After creating a new template, you can always either change anything in it (image622 button) or even delete it from the system (image623 button). Deleting the template does not delete any components which were used in that template.

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.

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Each template is built from a couple of 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.

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Now, in the ‘Create template component’ view you need to name your new component (‘Component name’) and choose a type (“Subject”, “Header”, “Body” or “Footer”).

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In the ‘Content’ section you can build the content of your component. You can use the Rich Text editor to give the desired format to your content. Also, you can add additional dynamic fields, which will automatically be filled with data from the system the moment the template (with this particular template component) will be used.

To do so, click the scissor button located right below the ‘Content’ section and from the dropdown menu select and add the dynamic fields you need.

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Once you finish just click the image613 button.

Remember that after creating a new component you can always either change anything inside it (image614 button) or even delete it from the system (image615 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.

DOCUMENT TEMPLATES

In this place, you can add Document templates in the form of external files to the MINT Service Desk system. Later, as an Agent user, you will be able to add those templates in the ‘Ticket Details’ view.

The default view shows the list of already uploaded Document templates.

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To add a new Document template simply click the button.

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Now, in the ‘Create document template’ put some name (‘Name’) for your template then select the Queues. Depending on your choice your template will be available to use only for tickets created in or moved to those Queues. If you want, you can also add some description (‘Description’).

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Now you need to add an external file which contains the prepared Document template. MINT Service Desk only supports one file format: .docx.

To create such a Document template, you need to use external software e.g., Microsoft Word or any other which can save the file in .docx format.

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While creating a template you can (and you should) use special placeholders. For example, if you use “{{Company}}” later in the system, when an Agent use such template the “{{Company}}” will be replaced with the Client’s Company Name.

For the purpose of creating a Document template, you can add the fields below.

No Placeholder Location/used in Description
1 {{PrintDate}} Ticket Details Date of creating a ticket .pdf preview.
2 {{TicketName}} Ticket Details > Details Ticket name/title.
3 {{TicketNumber}}   Ticket number.
4 {{Customer}}   Ticket owner’s name – a person who created the ticket.
5 {{Company}}   Company name of the ticket owner.
6 {{Status}}   Ticket current status.
7 {{Assigne}}   A person (Agent) assigned to the ticket.
8 {{Queue}}   Ticket Queue name.
9 {{TicketType}}   Ticket type name.
10 {{Priority}}   Ticket priority.
11 {{Service}}   Name of the chosen Service for the ticket.
12 {{Age}}   Ticket age (in hours or days).
13 {{TicketCreationDate}} Agent/Client Dashboard The exact date when the ticket was created.

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Below you can see how a prepared template document should look like.

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Placeholders are written in blue.

Now, when you have such a Document template ready you can upload it to the MINT Service Desk. In the ‘Files’ part click on the ‘Click to attach file’ field.

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In your system’s file explorer find, select and add your custom-made Document template. Once you do that you will see a file miniature in the ‘Files’ part.

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If you want to delete the file and add a new one you can do that by clicking the X button located at the top right corner of the file’s miniature the moment you move your mouse cursor over it.

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Once you decide that everything is in order click image634 button. After that, you will notice a new position on the list of available Document templates.

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Now Agent can use it while communicating with a Client, inside the ‘Ticket details’ view. It was already described in the Agent > Ticket Details part of this guide.

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.

SERVICES

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 image747 button. 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’) for which the Service will be available. Service name is required (field is marked with *).

You can also select Ticket Types and Default queue for this particular Service you’re creating right now. When you finish, just click on the image460 button.

If you want to make some changes in already existing Service, you can do it by clicking on the image669 button. If you want to delete any of the services, just click on the image670 button.

At the bottom of this view, you will find one button image684. It is used for creating and adding a new child to the services. Once you click on this button a new position will appear right below the last one already existing.

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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 the Services > SLA parameters part of this guide for more info.

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In order to add a new calendar, you need to click image484 button and you will go to the ‘Week definition’ screen along with the ‘Details’ section on the right side.

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

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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.

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If you’ve changed your mind and want to delete this time slot, just use image488 button. If you want to cancel the changes you made (before saving them), hit the image489 button.

Once you finish you need to click the image490 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. By doing that you can, in one move, select for example 5 days (Monday – Friday) support window within the same hours.

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If, while being in this newly opened window, you change Starting/ending hour or Starting/ending day and hit image492 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 image493icon 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.

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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 (‘Details’ data and support windows on ‘Week definition’ section) you can click on the image495 button. A new calendar will appear now on the calendars list.

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If now you will decide you need to make some adjustments to the time slots, click on the image497 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 image498 button and confirming your choice by clicking YES in the confirmation windows.

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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 image468 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 can do is to select ‘Service’ from the list of available ones.

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You can also add a new one by clicking on the image471 button on the right side. It will open the same window that is presented in the previously described ‘Services’ section while creating a new Service.

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Once you selected or created 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. Also, priorities can be created and managed in the ‘Priorities’ section of the system, which will be described soon in one of the chapters.

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 in the ‘SLA parameters’ section of the system) or click on the image473 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 image475 button.

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 image477 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 in the next part of this guide.

The 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.

For each Escalation 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.

You can also add more Escalation times by clicking the image479 button.

In every of those 3 abovementioned 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 must 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. You can also set the system to send up a notification for people with specific Role or even send a notification to everyone assigned to the chosen queue.

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When you finish, just click on the image482 button to complete the process of creating SLA parameters.

ASSETS

ASSETS OVERVIEW

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’ (time period when assets have been added). If you want to reset active filters, just click on the image432 button. You can also remove any selections (Categories, Filters, Attributes chose values) by clicking on image433 or image434 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. Those filters will be visible only if you check the option ‘Search filter’ while creating Asset structure (previous part of this guide).

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Click on the image437 button in order to see the whole list of available filters.

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Now you can select one or more filters, for example CPU Model. If you do this the list of results will be refreshed.

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Those filters are basically for attributes of the assets from selected categories. You can select more than just one of them and each time you select another one the result will be refreshed.

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If you want to see some more information on the list of assets (more columns) just use the image441 ‘Set column properties’ button. It was already described in the earlier parts of this guide.

Also, if you want, you can look for 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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In order to see the Asset information just click on its name. You will be moved to Asset details view.

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If you want to export asset into pdf file press image752 button.

Also, from this view, you can also move to ‘Edit asset’. Just click on the image444 button.

If, on the other hand, you need to access ‘Edit asset’ right from the ‘Asset overview’ list simply use the image445 button on the right side.

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To delete asset, while being on the main ‘Asset overview’ view press image462 button located on the right side (right next to ‘Edit’ button. Then confirm the operation by clicking the “yes” button.

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If the asset is related to any of the Tickets in the system you will find it on the list once you click the image448 button while being inside ‘Edit asset’ view.

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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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ASSETS DEFINITION

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.

ASSETS STRUCTURE

First is the ‘Assets Structure’ tab, 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 the Ticket type name.

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If you want to see the full content of a Ticket Type you need to click image413 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-phones” or simple “Software”. To add a new category just click on the empty field ‘Add category’, type the desired name, hit ‘Enter’ on your keyboard, or press the ‘Save’ button.

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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 image416 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 image419 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 image421 icon on 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. 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 assets (‘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 >Types part of this guide.

ASSETS PERMISSIONS

If you change the default tab and switch it to second one: “Assets Permissions“ 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 and 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 Agents > Roles section) or ‘Company Roles’ (located in Companies > Company Manager section, separately for each company in ‘Role’ part of the company’s details).

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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.

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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 list of assets from a particular category and their details
  • Update – it gives the same rights as ‘Read’ but also allows the user to make changes in the content of an Asset in a category. For example, Agent will be allowed to change the name of the asset or change its 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 image430 button (located on the right side of the view), otherwise, when you try to leave this part of the system it will inform you that you have some unsaved changes.

CREATING NEW ASSET

On the top right side of the Agent portal, on the bar menu, you will find ‘Create Asset’ that allows you to create new assets.

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Once you click on this button, you will be moved to the ‘Create asset’ view.

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Now, you need to put in the required information (marked with *): “Name” and select the right “Category”. If you want you can also add a detailed “Description” or even some attachments (pictured, .pdf files, etc.).

As an Admin, you can assign the asset to a particular user, for example, a mobile device used by one of your agents.

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Once you fill up all the information, click on the image454 button.

The ‘Create asset’ view will be refreshed, and you will see that some additional fields have been created on the right side. Those are additional attributes available for the chosen Category of Assets. They can be created and managed by you in Assets > Structure and permissions part of the system.

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Once you add that additional information, you can update the asset by clicking on image456 button.

FIELDS SETTINGS

DICTIONARIES

As was mentioned before, the definition of each ‘Dictionary’ attribute type along with its values, can be done here.

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You can add/delete or modify Dictionaries and their values. Later such a dictionary will be presented for the users in the form of the dropdown list, where the user can select one (or more if ‘MultiChoice’ is selected in the attribute structure) value from that list.

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In order to create a new Dictionary, click the “Add new value” image661 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 dictionaries types that you can use: “Char”, “Checkbox”, “Date”, “Decimal”, “Email”, “Integer”, “Phone number” and “Time”.

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Once you to that, click on the image664 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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By pressing the image666 button you can add as many positions for your values as you want.

Type the name for each value in ‘Value…’ text field and press ‘Enter’ on your keyboard. You can use a image667 button for this as well.

If at any moment, while typing the name, you decide that you want to remove the whole position just press the image668 button it will be removed.

After you saved the names for the values you can do a couple of things. You can rename the Value by pressing the image669 edit button or delete the Value by pressing the image670 button.

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What’s more important is that you can create a ‘Child value’ for each Value. To do that press the image672 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.

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

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Once you’re done you can save your Dictionary by clicking on image675 button to create your new Dictionary.

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 the Expand / Collapse buttons.

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The first one will show everything, including ‘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 specific Value. Just press the image677 button in order to expand the list or the image678 button to hide it.

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Now, let’s go back to the main Dictionary list. Whenever you decide to change anything in any of the dictionaries, just click the image804 button located on the right side (‘Action’ column) 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.

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By default, MINT Service Desk has some “Regexes” already defined. However, if you like, you can always create new ones.

Click on the “Add new value” image736 button, located on the right side, next to the search field and you will be moved to the “Create New Regex” screen.

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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 image738 button and the new regex will appear on the list of available ones.

If, on the other hand, you would like to make some changes in already existing Regex, just click the image739 button located on the right side of the main view, in the ‘Action’ column.

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NOTIFICATIONS

TICKETS

In this section, you will all types of notifications that are available in the MINT Service Desk system. Those are system, email, and push. The main view shows the list of 8 pre-defined notification, available to use the moment you start using MINT.

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Let’s describe each of them.

New Article: notification will be sent to the user once there is a new message (Article) in the Ticket, for example, a new reply from the Agent or Customer.

New Comment: notification will be sent to the user when there is a new comment/internal message in the Ticket Details communication section. Those can be general internal messages send by the Agent (‘Internal channel’) or small internal messages regarding a particular Article (‘Internal Discussion’).

New Ticket: notification will be sent to the user, whenever there is a new Ticket in a Queue.

Pending reminder: notification will be sent to the user if he earlier set up a ‘Reminder’ inside the Ticket Details view, in the ‘Details’ section.

Queue Change: a notification will be sent to the user when the queue is changed.

SLA Expiration: notification will be sent to the user when time runs out (timer reached 0) for SLA parameter: Response time / Update time / Resolution time, within the Ticket that has SLA/parameters.

SLA Notification: notification will be sent to the user when the SLA Parameter timer (Response / Update / Resolution) reached the Escalation point. The user will know that he has little time before time runs out (timer reaches 0) and he needs to take immediate action.

Ticket closed: a notification will be sent to the user when the ticket is closed.

Remember that the user needs to have the correct rights (given by the admin) for Queues, Tickets Types to receive some of the notifications.

If you like, you can always add some new notifications. To do so click on the image548 button located on the right side of the main view.

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Now, in the new view, you can start the configuration of a new notification.

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General settings

First, you need to name the notification. It is required and without it, you will not be able to save the notification. You can also put some unique description or customize your notification by setting up a unique color or even an icon.

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If you decide to give a notification a unique icon you need to type its name in the ‘Notification icon’ field.

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MINT supports icons available in *https://fontawesome.com/icons?d=gallery*. Go there, find the desired icon and type its name in the ‘Notification icon’ field in the MINT Service Desk.

After you do that you will see an icon in two places, on the ‘Activities’ part of the Agent and/or Customer sidebar and in the “Ticket Details” view when you click the image554 Notification icon.

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There are also two important things you can do. First, you can set the notification status: on (image557) or off image558). Basically, it means activating/deactivating this notification.

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Secondly, you can choose which type of user will be able to see the notification.

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Events

Here you can select one, or more, events for which the user will receive a notification.

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For example, if you want to notify the user when any of SLA timers (for Response, Update, Resolution) has run out you should select the following events.

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Filters

Here you can select some notification filters.

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For example, if you want to send notification about a New article (‘Events’ = ‘New article’) to a person assigned to a Ticket (‘Receivers’ = ‘ticket.assigne’) you can leave it that way or put some filters.

However, if you want this notification to be sent only to one Agent you have to choose him from the ‘ticket assignee’ filter list.

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Now, if additionally, you want this notification to be sent only within the Tickets from one particular queue you can choose this queue from the ‘ticket.queue’ filter list.

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Remember that you can add multiple values for each filter.

Receivers

Here you can select the main target recipient of notifications. That can be for example Customer who created the Ticket (‘ticket.customer’), Agent assigned to the ticket (‘ticket.assigne’), people who are subscribing to the Ticket (‘ticket.subsribers), and so on.

When you click on ‘Select receivers…’ field you will see the list of available receivers.

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From that list, you can select and add one or more positions.

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Last, but not least, you should be aware that when you choose the ‘ticket.customer’ system will apply some restrictions.

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Channels

The last section of the process of creating a notification requires selecting a channel for which this particular notification will be used.

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MINT Service Desk system offers 3 channels:

  • System – notifications will be sent and visible within the system (‘Activities’ section on the Client/Agent sidebar),
  • Email – notifications will be sent on user email address available in the system,
  • Push – notification that is used specifically for the MINT Service Desk mobile application.

Apart from choosing the channel for notification, you can also create a name (‘Title’) and unique template for it (‘Template for:’).

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For example, when you’re creating a notification about the SLA clock expiration and inside the ‘Channels’ section you will add the title “SLA Expiration” and as a template, you put “Time’s out!” the final result will look like on the screen below.

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However, when you leave the ‘Title’ field empty, system will take the ‘Name’ (required field in ‘General setting’ part) and use it as notification title.

While creating a Title and Template you can use special Dynamic Fields. Once a notification is created and by the system, those fields will be replaced with correct data.

To add the Dynamic field, you need to click on the image572 scissors icon next to ‘Title’ or below ‘Template for:’ field.

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ASSETS

This section contains all the notifications for assets in the MINT Service Desk system. Those are system, email, and push. The main view shows the list of 3 pre-defined notifications, available to use the moment you start using MINT.

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Let’s describe each of them.

Asset Alert

Asset Alert & Reminder

Asset Reminder

Remember that the user needs to have the correct rights (given by the admin) for Assets to receive some of the notifications.

If you like, you can always add some new notifications. To do so click on the image548 button located on the right side of the main view.

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Now, in the new view, you can start the configuration of a new notification.

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General settings

First, you need to name the notification. It is required and without it, you will not be able to save the notification. You can also put some unique description or customize your notification by setting up a unique color or even an icon.

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If you decide to give a notification a unique icon you need to type its name in the ‘Notification icon’ field.

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MINT supports icons available in *https://fontawesome.com/icons?d=gallery*. Go there, find the desired icon and type its name in the ‘Notification icon’ field in the MINT Service Desk.

There are also two important things you can do. First, you can set the notification status: on (image557) or off image558). Basically, it means activating/deactivating this notification.

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Secondly, you can choose which type of user will be able to see the notification.

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Events

Here you can select one, or more, events for which the user will receive a notification.

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For example, if you want to set Alert or Remind the user about assets use one of the options from the list (Alert or Reminder).

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Filters

Here you can select some notification filters for assets.

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For example, if you want to send notification (‘Events=’ Alert or Reminder) about an assets to a person assigned to an asset (‘Receivers’ = ‘asset.assigne’) you can leave it that way or put some filters.

However, if you want this notification to be sent only to one particular Agent you have to choose him from the ‘asset.assignee’ filter list.

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Now, if additionally, you want this notification to be sent only within the Assets from one particular category you can choose this category from the ‘assets.category’ filter list.

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Remember that you can add multiple values for each filter.

Receivers

Here you can select the main target recipient of notifications. That can be for example user Assigned to asset or Category where the asset is located.

When you click on ‘Select receivers…’ field you will see the list of available receivers.

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From that list, you can select and add one or more positions.

Channels

The last section of the process of creating a notification requires selecting a channel for which this particular notification will be used.

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MINT Service Desk system offers 3 channels:

  • System – notifications will be sent and visible within the system (‘Activities’ section on the Client/Agent sidebar),
  • Email – notifications will be sent on user email address available in the system,
  • Push – notification that is used specifically for the MINT Service Desk mobile application.

Apart from choosing the channel for notification, you can also create a name (‘Title’) and unique template for it (‘Template for:’).

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For example, when you’re creating a notification about the Assets reminder and inside the ‘Channels’ section you will add the title “Assets Reminder” and as a template, you put “Asset Reminder” the final result will look like on the screen below.

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However, when you leave the ‘Title’ field empty, system will take the ‘Name’ (required field in ‘General setting’ part) and use it as notification title.

While creating a Title and Template you can use special Dynamic Fields. Once a notification is created by the system, those fields will be replaced with correct data.

To add the Dynamic field, you need to click on the image572 scissors icon next to ‘Title’ or below ‘Template for:’ field.

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EMAIL

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.

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

Now, in the ‘Create account’ view you must fill up the required information: (fields marked with a *).

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 to 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’.

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Once you finish click on the image576 button to proceed.

Now, in the next view, you will need to select which email you’re using. You can choose:

  • Gmail
  • Yahoo!
  • Microsoft Office 365
  • Other.

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Once you do that, fill up the necessary information – it might require some technical knowledge so if you’re having some trouble here please contact your IT admin for some assistance or write to us: *support@mintsd.com*.

Once you finish, click on the image578 button to finish the process and save the new email account.

You will be moved to the list of existing accounts, where you will see a new position with some information about your new email account.

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

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Of course, you can click the image580 button and save this account, however, it will not work properly. It that case you need to contact your IT admin and ask for assistance. Until you fix the problem you will also see an additional warning icon image581 on the list (in the ‘Error occurred’ column).

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Once you have a working email account added to the system you can use the image583 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.

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If you want to edit an already existing email box, or just delete it, use the image585or image586 button, located in the ‘Action’ column of the ‘Accounts’ view.

EMAIL FILTERS

The main purpose of this section is to allow you to create a list of emails, from which you will not be receiving any messages. Those email addresses will be blocked.

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Adding a new address to the list is very simple. Just click the + button located on the right side of the main view.

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After you do that small pop-up window will appear asking you to type the address to be blocked.

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Type the address and click ‘Create’. You will see a new position with this address on the general list.

MESSAGE FILTERS

In this section, you can create as many filters for incoming messages as you need. They are needed to filter the incoming email text 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.

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To create a new message filter, click the image588 button located on the right side, next to the search field. You will be moved to the ‘Create filter’ form.

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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 the criteria, leave this option unchecked.

Now you need to specify the configuration of filters.

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

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

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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 must put what value exactly you want to match. You can type anything you want here.

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If you want to add additional criteria you can use the image594 button located in the bottom right corner. If you want to delete any, just use the image595 button.

Once you finish click the image596 button in order to save your new message filter.

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

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As a name we typed ‘Subject filter’, we also selected a ‘Poland - support’ queue and chose ‘Problem 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 - support’ queue and receive a ‘Problem’ Ticket Type

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

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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 (image600 button) or even delete it from the system (image601 button).

ADDITIONAL CHANNELS

FACEBOOK

This is place where you can configure Facebook account.

If you want to create a new Facebook application, you need to click on image684 button, located on the right side of the search box.

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Once you do that you will be moved to the ‘Creation Application’ form, where you need to put in some information: Ticket type, Queue, Application ID and Application secret.

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Go to Facebook for Developers *https://developers.facebook.com/* to get Application ID and Application secret. If you don’t have account, create one. Click My Apps and select Create App. Select Manage Business Integrations.

Fill out the below sections in the form: - ‘App Display Name’

  • ‘App Contact Email:’ – this is the mail of the person responsible for the application
  • ‘App purpose:’ – Select “Yourself and your own business”
  • ‘Business Manager account:’ – If you have a verified business account choose it from the list.

Click Create App ID.

Click Settings and then Basic.

Fill the information on this page:

  • Privacy Policy URL: (e.g., to your own website)
  • App Icon (you can download and use this icon)
  • Category: select Messaging
  • Data Protection Officer Contact Information you fill out with contact information of whomever is responsible for this in your organization
  • Select Add Platform -> Website -> Site URL = yourdomain.mintsd.com
  • Remember to Save Changes

After that you need to make sure that your Facebook Business Manager account (that will be connected to the app) is verified. To connect your Facebook Business Manager account to the app first, click Get Started (in the verification section).

Then choose which Business Manager account you want to connect to the app. This option is only available if you have admin access to it, which is a requirement to make the integration work.

If your Business Manager account is not verified, then follow the steps suggested by (you might be asked to sign a few documents). When it’s verified it will be shown in the app (see below).

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Copy App ID and App Secret and paste them to Mint and click Continue.

Once you finish, click on the image578 button to create a Facebook application.

KNOWLEDGE BASE

CATEGORIES

In this section of the system, you can build the structure for Knowledge Base categories that later will be used while creating new Knowledge Base topics or changing the localization of already existing ones.

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In the Knowledge Base section (available for Agent and Client on their sidebars) user will find the list of topics along with questions (and their answers) related to them.

If you want to add a new category, simply click on the image637 button and a new empty field will appear.

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Type the name for the category and either click the image639 button or confirm the name by pressing ‘Enter’ on your keyboard.

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

The first one is that you can add a sub-category by clicking on the image641 button and adding a sub-category in the same way as you did it with the main one.

Each category that also has sub-categories will be displayed by default with those sub-queues hidden. To see them, you must expand the queue by clicking on image642button. 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 category just click the image644 button, change the name, and hit ‘Enter’ or click the image645 button.

In order to delete a category, click on the image646 button, and in the new window click ‘Yes’.

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Remember that you can always change the position of each category and sub-category in the structure. To do that just click the image648 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.

SURVEYS

This is the place, where all of the surveys in the system are managed. Right here, you will find the list of all your surveys and see the results of each one.

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If you want to create a new survey, you need to click on image684 button, located on the right side of the search box.

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Once you do that you will be moved to the ‘Survey Configuration’ form, where you need to put in some information: ‘Name’ and ‘description’ of your survey, ‘form type’, ‘question’ and two answers.

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Once you finish, click on the image578 button to create a new survey.

Now, with a newly created survey, as well as any other, you can do a couple of things. First, you can ’Deactivate’ the survey. Deactivating means that the survey will be locked and not available to use.

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Second, if you want to see results of the survey, you need to click on image759 button, located next to ’Deactivate’ button.

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In this view you can see ‘Creation date’, ‘Submittion date’, ‘Ticket’. But there is no section with the answers given. To see them you need to click image761 then choose the question you want to see.

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Now you can see answers.

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LOGS

MESSAGES

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

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Like it was mentioned before (in Channels > Accounts) those messages can be force downloaded by using the image606 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 image607 button located in the ‘Action’ column of each message.

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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.

LOG MANAGER

This is a very important section that is 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 “Logs” you will see that the default view is divided into many 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 into 20 different sections:

  • ‘Application environment’,
  • ‘Assets’,
  • ‘Authorization’,
  • ‘Cyclical tasks’,
  • ‘Dictionaries’,
  • ‘Drafts’,
  • ‘E-mail communication’,
  • ‘Entity extensions’,
  • ‘Facebook Channel”,
  • ‘Knowledge Base’,
  • ‘Notifications’,
  • ‘PDF Generator’,
  • ‘Queues’,
  • ‘Reports’,
  • ‘Repository’,
  • ‘Services’,
  • ‘SLA Escalation’,
  • ‘Surveys’,
  • ‘Tickets’,
  • ‘Translations’.

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 image720 or image721 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.

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Now, if you click on the image723 icon the section will expand, and you will see the list of those errors.

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In order to see the details of an error/exception, you need to click on the image725 icon located on the right side of each position on the list.

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If you click on the image727 icon the section will expand, and you will see default options allowing you to browse through logs.

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BROWSING THE LOGS

Click on the section you want to check. 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, ‘log20200918’ means that those are logs from 18.09.2020.

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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.

AUTHENTICATION BACKENDS

In this section you can configure your OpenID Providers and LDAP.

SETTINGS

GENERAL

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

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FILES

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

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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 ‘General’ part of the ‘Settings’ section.

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’ and‘ Reset password’.

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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). It was already described in Channels > Components and Templates parts of this guide.

Once you save a new template it will be available to choose from the dropdown lists.

You can set 2 types of email message templates.

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, 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’ on the login screen.

GLOBAL SETTINGS

In this place you can change some global settings such as: time zone, default language, tickets and articles preview options.

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Time Zone: the default time zone for the system.

Default language: the default language for system users.

Show preview: it allows you to choose if users, by default, should have the preview of tickets and articles enabled (checked box) or not (empty box).

TICKETS

In this place you can choose some additional settings for Tickets, for example set up the maximum size for Ticket attachment.

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Max. article attachment size (MB): it allows you to set the maximum size of an attachment in megabytes.

Extend ticket type color to ticket number: it allows you to extend the color to the ticket number. The effect of this setting can be seen on the dashboard. It is worth remembering that the ticket number will take the color that we set in Tickets / Custom fields / Tickets structure.

Hide services: it allows you to hide or show the service in the ticket preview.

API

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

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To create a new API client, click on the image699 button located on the right side, next to the search field. You will be moved to the ‘API’ view where you need to fill some necessary data.

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Enter the following 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.

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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 image702 button.

CREATING A BOT USER

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

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If you do that you will have 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.

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Now, you need to type ‘Email’ (the correct email address), ‘First name’ and ‘Surname’. Once you finish, click on the image705 button. You will see an additional window ‘One-time secret’.

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By default, the ‘Secret’ is hidden. To see its content, you need to click on the image707 icon. Now write down, remember, or copy the ‘Secret’. You also can click the image708 icon to copy the secret to your clipboard and paste it e.g., to some text editor.

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

Once you saved this secret just click image710 button and API Client (with Bot user) will be created.

After creating a new API Client, you can always either change anything inside it (image711 button) or even delete it from the system (image712 button).

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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’.

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Here, you can generate a new secret. Simply click the image715 button and copy/write down/memorize the secret just like you did when you were creating a Bot user.

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You can also delete any of them by moving the mouse cursor over one desired position. A new image717 button will appear. Just click on it and the secret will be deleted.

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