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Lists Configuration

 
Deepser allows you to insert lists inside your DataBase to manage dynamically all coded data into the system.
The default installation of Deepser has 3 important default lists for the Service module:

  • Status: it is the status of the requests. It identifies if the request is new or if a team is working on it or if it is completed.
  • Priority: it is the importance of the request from the support team perspective, after an evaluation of the request.
  • Urgency: it is the importance of the request from the requester perspective.

 
To access the lists configuration, go to the item System > Tools > Lists

 

We will see the grid with all lists in the system.
To edit a list, for example Status, click on the row with the Status list in the grid.

 

We enter the form, in the List tab we see the “header” data of the list.

The fields have the following meaning:

 

Field Meaning
Code Unique code of the list. It is used internally. It is important not to modify this value for default lists because they are used internally by the system.
Name Name of the list. Descriptive field.
Compare List It is the name of a list we want to compare. This field is not usually used in Deepser, but it is useful for integration projects.
Compare List Self Exclusion It tells if the “Compare List” value are mutually exclusive. This field is not usually used in Deepser, but it is useful for integration projects.
Image Icon of the list.
Status If “Disabled” the list is not active.

The tab “Values” contains all the values of the list.
In this tab we can add or delete a single value of the list.

 
The tab “Classes” contains all the classes of values for the list we are editing.
Here we can update or delete classes.
Classes are sets of values, to identify values with common meaning. Talking about Status, we can group values that represents an “Active” request of the Service module, or all status that indicates a “Completed” request.

 
The tab “Permissions” allows you to define a set of rules to filter the lists based on the groups. Think about a working team that cannot close requests of the Service module, because we have a controller inside our organization that must check all the Operations before closing them.

 



 

Add a new Status

To understand better the lists, we provide an example.
We want to add a new status to manage an external support for our requests.
This is useful if we want to measure the response time or the working time of an external company to which we have given in outsourcing the management of certain types of requests.
Add a new Status from the tab “Values” and click on the button upper on the right “Add Status”:

 

The fields have the following meaning:

Field Meaning
Class Select Open (because the status will tell the system the request is still active and not completed)
Key Insert an ID (typically numeric) to identify the status. Insert, for example the value 9.
Label The name of the status, displayed on the select-boxes. Insert: “Sent to Supplier”.
Default No.
Image Leave empty.
Status Enabled

We have completed our configuration.
We can also create new priority levels or urgency levels the same way, to customize the tool to meet our service organization.

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