The Issues tab allows administrators and agents with correct permissions to manage models, issues, and issue categories, and to create custom models. Access is granted by selecting the Administration tab in the left-hand navigation, then the Issue tab.
Key management capabilities include:
How to activate and deactivate models and issues
Creating and deleting custom models
Limiting visibility for models and model categories based on a user’s role
Permissions
The following permissions will allow users to perform the following actions:
Manage Issues: Reveals Issues under Admin on the left navigation and allows the user to view, create, edit, and delete ALL issues.
Managing Models & Issues
Models can be activated or deactivated by checking/unchecking the box on the left-hand side of each model.
Checking the box activates the model for ticket and asset creation.
Unchecking the box disables the model from ticket and asset creation.
Activating a model automatically sets all Issues in that model category to active. To manage these Issues, click the Issues button on the right-hand side of the model. A pop-up window allows you to select which issues to keep active or deactivate. Click Save to make the changes.
Creating a New Custom Model Category
To create custom model categories managed outside the default list, navigate to the Administration section and the Issues tab.
Steps:
Under the Models tab, click the Add Category button.
2. Enter the required information.
3. Select the roles that should have visibility of that Category.
4. Click Save.
Creating New Models
To create custom models outside the default list of software and devices, navigate to the Administration section and the Issues tab.
Steps:
Under the Models tab, click Add Model.
2. In the New Model creation pop-up window, enter the required fields: manufacturer, name, asset type, and category. You can optionally upload an image and control visibility.
3. Select the roles who should see the model during ticket submission, then click Save.
Once a new model is created, all global issues for that model category are automatically activated. To deactivate specific issues, select Issues on the right side of the model, unselect the issues, and click Save.
Creating Custom Models Issues
Custom model issues can be created and added to any model or model category.
To a single model: Click the Issues button to the right of the model.
To a group of models (category): Click the Issue button to the right of the model category. Scroll to Add New Issue and select the issue category and issue type from a default list.
If the existing categories and issues are not suitable, you can add custom issue categories and issue types using the Add New Category and Add New Issue Type buttons.
Deleting Locally Created Models
You can delete any custom models you created.
Procedure:
Click the Delete button to the right of the model.
A pop-up asks, “Are you sure you want to remove this model?” Click Yes.
A second pop-up asks for confirmation; click Yes to continue.
Deleting models is only available for custom-created models. You can not delete default models.
Limiting User Visibility for Models & Categories
Visibility for models or model categories can be limited so that certain users only interact with specific items.
Model Visibility:
Procedure: Click the Visibility button to the right of the model. A pop-up lets you select which roles have visibility into that model. Click Save.
For Example, students may only interact with one or two Chromebook models. You can limit their visibility to only show the current Chromebook models they interact with, instead of giving them access to enter tickets for all Chromebook models.
Model Category Visibility:
Procedure: Click the Visibility button on the right-hand side of the model category. Limit visibility based on the user’s role.
For Example: if teachers did not submit tickets for servers, you would not make the model category “servers” visible for teachers.
The pop-up message includes a link to “bulk update role visibility for nested active models instead, [click here]**.” After clicking, select the roles that should have visibility in the category, review the list of affected models, and click Save.
Provisioning, Network/Wi-Fi, and Other Requests Tabs
These tabs are designed for districts to capture requests unrelated to other assets. Management in this area includes:
Managing issues for each issue category
Creating and deleting custom issue categories
Activating and deactivating issue categories
Managing Issues and Issue Categories
You can control active or inactive issues under Provisioning, Network/Wi-Fi, and Other Requests by checking or unchecking the box to the left of each issue.
Checked box indicates active.
An unchecked box indicates inactive.
To deactivate an entire issue category, uncheck all the issues within that category. The option will no longer be available for ticket submission.
To add a default issue, locate the search bar below an issue category, search for the desired issue from the default list, and click Add.
Creating Custom Issues
New issues can be created and added to issue categories.
Locate the search bar under the issue category section.
Click the down arrow to the right of the Add button and select New Issue Type.
In the pop-up window, enter the name of the new issue and select Save. The issue will appear under the selected category.
Creating Custom Issue Categories
To create a new issue category under Provisioning, Network/Wi-Fi, and Other Requests:
Go to the Add Issue Category section at the bottom of the issue category lists.
Select New Issue Category and enter the name of the new issue category, and save it.
Custom Issue Category name cannot contain special characters such as & #
To save the issue category, you must first add an issue type.
Editing/Deleting Locally Created Issues
Locally created issues can be edited or deleted by selecting the Edit button located on the right side of the issue.
Editing/Deleting Locally Created Issue Categories
Custom-created issue categories can be edited or deleted. Hover over the category title (it changes to a blue color with a pencil icon). Click the title to open a pop-up with the option to edit the issue category name, change the associated icon, or delete it.
Once a category is deleted, this change cannot be undone.
The Ticket Wizards Tab
The Ticket Wizards (Types) tab lets you manage which ticket categories are visible on your site.
District-Wide Control: Selecting or unselecting any checkbox activates or deactivates the categories district-wide.
Role-Based Visibility: Use the Visibility buttons on the right side of the page to limit a category’s visibility by user role. Unchecking a box in the pop-up ensures users with that role will no longer see that category as a ticket submission option.
Site Layout Tab
The Site Layout tab provides a visual, hierarchical, and collapsible tree view of the site's entire issue configuration, ranging from Issue (Wizard) Categories down to Resolution Actions.
This tool is only accessible to Administrators and is not visible to other users.
The Site Layout view automatically respects and adapts to product-specific configuration settings.
The Site Layout view respects product-specific configuration.
Node Details:
Each node features a type-specific icon and color-coded indicator.
Icons on the right side of each node display counts for issues and tickets.
The "Acer C7 Chromebook" has 56 issues and 305 associated tickets to date.
Navigation Controls:
Expand/Collapse: Manage the view by expanding individual branches or using global controls to expand or collapse the entire configuration.
Refresh: Reloads the site layout data to display the most current configuration.
Search: Locate specific items within the structure.
Information Panel
Selecting a node opens a detailed information panel that provides context for the specific item.
Note: The details displayed on the information panel may vary depending on the node type.
Metrics: Depending on the selected node, the metrics can include total ticket count to date, issue counts, model counts, and children (count of sub-categories for the node, i.e., the number of issue categories for a selected model category)
Path: Shows the full configuration path.
Visibility: Provides role-based visibility information.
Total Children: The total count of all rows loaded under the node, which includes the site-enabled Models and/or Issues within that category.
Advanced Features
Legend: Provides definitions for all icons, color codes, and status indicators within the configuration tree to clarify hierarchy and visibility.
Role Filter: Allows admins to view the issue configuration from the perspective of different user roles. Visibility indicators indicate whether a role has access to specific issue categories, models, issues, or resolution actions, facilitating troubleshooting of permission and configuration issues.