Global Search

Global search empowers users to locate services, requests from their history, knowledge base articles, and more. This feature can be enabled in the admin page under "Settings."

Global search identifies:

• Available services by name, service item name, and description.
• Available incident reporting domain names and their categories by name and description.
• User’s previous incident reports by subject and ID.
• User’s past requests for service by name and ID.
• Knowledge Base articles from Tips and Tricks by their keywords.

Note: Disabling the ticket ID in the UI does not influence the search results.

Enabling Efecte Chat for Service Management

Efecte Chat for Service Management can be activated in ESS by configuring the Installation ID and Space ID of the corresponding Efecte Chat environment. For comprehensive guidance, please consult the Efecte Chat for Service Management documentation.

Enabling Chat (Legacy)

This setting pertains only to the legacy chat feature, which is not accessible for new customers. Note that this does not enable Efecte Chat for Service Management or Giosg Multi-Room chat.

Enabling Giosg Multi-Room Chat

Giosg chat configurations are located in two primary areas within the Self-Service admin. Chat can be toggled on or off based on the site under the "Sites" section.

Connection settings to ESM are adjustable in the "Chat configuration" area of the "Settings" section.

For additional details, refer to the chat configuration guideline document.

Enabling User Sign-Out

To facilitate multiple users sharing the same computer, Efecte Self-Service includes a sign-out feature. This requires configuration changes by Efecte professionals. In the "Setting" tab, admins can specify a tenant-specific sign-out page that users will be redirected to after signing out. Efecte recommends directing users to the Efecte Self-Service sign-in page.

Note: This feature is only supported in the Efecte Cloud environment.

Setting Maximum File Size

The "Maximum file size" option specifies the largest allowed total file size for attachments in a Service Request or an Incident Report. Although the default limit is 20 MB, Efecte suggests setting this as low as feasible.

Note: The maximum file size must not exceed the limit set in the Efecte Service Management tool. Ensure you verify the maximum file size in ESM before making modifications.

Enabling Tips & Tricks

Tips & Tricks offer a platform for publishing knowledge base articles from Efecte Service Management to Efecte Self-Service. Detailed configuration instructions are in the “Configuring Tips&Tricks” document. Administrators control the visibility of the Tips & Tricks option from the "Settings" tab. Moreover, users can rate articles they've read, and data on the number of reads is collected for reporting in Efecte Service Management.

Enabling Announcements

To display recent news and announcements on the homepage, activate this feature in the "Settings" tab under "Announcements."

Messages are dispatched from external systems, like Efecte Service Management, and any active announcements are prominently displayed on the homepage.

The table below outlines the supported HTML tags for Announcements that can be set in the Service Management tool.

Supported HTML tags for Announcements (and for Tips & Tricks):

• <em>, <i>: Italic
• <strong>, <b>: Bold
• <u>: Underline
• <ol> & <li>: Ordered list
• <ul> & <li>: Unordered list
• <a href=”https://www.example.com”>: Hyperlink
• <a href="https://www.example.com" target="_blank">: Hyperlink (opens in a new window)
• <br>: Line break
• <p>: Paragraph
• <span>, <span style="color: #ff9900;">: Inline elements grouping for font colors
• <img src=”http://www.example.com/pics/cats/123abc.jpg” />: Image link

Enabling Feedback to Ideas

To showcase new ideas or changes for user voting and commenting, ensure the proper configuration is in place in the connector. Visibility for ideas can be toggled by selecting the “Like My Idea enabled” box.

For more on configuring Feedback to Ideas, consult the latest Efecte Service Management Connector document.

Efecte Service Management Connector Configurations

In the "Settings" tab, various features related to the Efecte Service Management interface can be regulated. Visibility of resolution text, support personnel, and ticket numbers (in both overview and detailed views) for service requests and incidents are managed here. Additionally, toggles for enabling incident commenting and service request commenting are available.

Note: Commenting must also be activated in the settings of the utilized support channel for changes to be effective.

Proper mapping of these fields with Efecte Service Management attributes is accomplished either through the administrative UI (for incidents) or directly in the Efecte connector XML file (for Service Requests).

Cancellation of Service Requests and Incident Reports

Efecte Self-Service allows users to cancel requests, e.g., those made inadvertently. This cancellation option is accessible for both service requests and incident categories and is exclusive to the Efecte Service Management connector.

The mechanism is identical for incidents and service requests. In the Support Channel configuration for Efecte Service Management, the cancellation option is a checkbox. When selected, a “Cancel” button appears for requests that are either initial or in progress. The default status set for cancellations is "Cancelled," with the first status in the list used for communication (default: 08 - Cancelled by customer).

Deleting Service Requests and Incidents

Requests for deletion of existing service requests and incidents can be made either as a one-time action or as a recurring nightly task.

Criteria for deletion can be based on:

• Request type: Service requests or Incidents.
• Status type: Initial, In Progress, or Final.
• Time: Older or newer than a specified number of days.

Given the implications, this function is not available for direct execution by admins. Please contact the Efecte Service Desk for more information.

NOTE: Once deleted, tickets cannot be restored as they are permanently removed from the database.