1.1.1 ServiceWise Projects 1.1.2 Base Projects 1.1.3 Subproject Management
1.2 ServiceWise Administration 1.2.1 System-level Administration 1.2.2 Project-level Administration 1.2.3 Administrative Accounts and Access Controls
1.3 Team Representation and Management 1.3.1 Account types 1.3.2 Team groups 1.3.3 Group folders
1.4 Incident and Event Management 1.4.1 Incident Management 1.4.2 Incident Workflow 1.4.3 Incident Escalations 1.4.4 Incident Routing 1.4.5 Incident Escalation 1.4.6 Events in views
1.4.6.1 Event Management 1.5 Employee Management
1.5.1 Employee Web Portal 1.5.2 Tracking Email 1.5.3 Web Conversations 1.5.4 CTI Integration
1.6 Knowledge Management and Communication 1.6.1 TechExcel KnowledgeWise 1.6.2 Incident Knowledge Management 1.6.3 Automatic Knowledge Suggestion
1.7 Asset Management 1.7.1 TechExcel AssetWise 1.7.2 Asset Inventory Management 1.7.3 LANDesk and Microsoft SMS Integration 1.7.4 TechExcel AssetWise Discovery
1.8 Professional Services Management 1.8.1 Service Agreement Management 1.8.2 Professional Services Management
1.9 ServiceWise Add-On Modules 1.9.1 TechExcel ServiceWise LinkPlus
Chapter 2 System-Level Administration
2.2.1 Creating ServiceWise Base Projects 2.2.2 Creating New Work Projects 2.2.3 Copying ServiceWise Project Settings 2.2.4 Understanding Active and Inactive Projects 2.2.5 Active projects 2.2.6 Inactive projects 2.2.7 Backing Up ServiceWise Projects 2.2.8 Restoring Backed Up Projects 2.2.9 Creating Projects Based from Backed Up Projects 2.2.10 Deleting ServiceWise Projects
2.3 Managing Solution Templates 2.3.1 Installing Solution Templates 2.3.2 Viewing Solution Template Notes 2.3.3 Updating the Solution Template Configuration Document
2.4 Running the Go Live Wizard
Chapter 3 System-Level User Administration
3 Chapter 3 -- System-Level User Administration 3.1 Administering User Accounts at the System Level
3.1.1 Understanding the Support Member Manager 3.1.2 Support Member Manager controls 3.1.3 Creating and Editing User Accounts 3.1.4 Defining General User Data 3.1.5 Defining User Administrative Access Controls 3.1.6 Deleting User Accounts 3.1.7 Defining User Profiles 3.1.8 Emailing the ServiceWise Installer to Project Members 3.1.9 Managing User Licenses
3.2 Defining Team Member Contact Information 3.2.1 Defining User Autologin Settings 3.2.2 Defining User Pager Service Information 3.2.3 Defining User Mobile Service Information 3.2.4 Defining User Account Email Signatures
3.3 Importing and Exporting User Accounts 3.3.1 Importing User Accounts from Structured Text Files 3.3.2 Importing User Accounts from a LDAP Server 3.3.3 Filtering User Accounts in the LDAP Import Wizard
3.4 Administering System Team Groups 3.4.1 Creating System Team Groups 3.4.2 Assigning Users System Team Groups
3.5 Administering User Logins 3.6 Administering User Licensing
3.6.1 Loading ServiceWise Licenses 3.7 Managing Administrator Account Types and Access Controls
3.7.1 Creating System Administrator Account Types
Chapter 4 System-Level Tool Administration
4 Chapter 4 -- System-Level Tool Administration 4.1 Administering the ServiceWise Document Server
4.1.1 Configuring the ServiceWise Document Server 4.1.2 Viewing the Document Root Directory 4.1.3 Configuring Web Server Access to the Document Server 4.1.4 Configuring Client Access to the Document Server
4.2 Administering Email Error Handling 4.2.1 Defining General Email Error Tracking Settings 4.2.2 Creating Log Files 4.2.3 Define Email Service Messages 4.2.4 Defining Email Service Error Reports
4.3 Administering LinkPlus Integration 4.4 Administering System Messages
4.4.1 Defining System Welcome Messages 4.4.2 Defining System Warning Messages 4.4.3 Managing User Sessions
4.5 Administering System Time Zones and Time and Date Formats 4.5.1 Defining Date and Time Formats 4.5.2 Defining System Daylight Savings Settings
4.6 Administering CTI Integration 4.6.1 Installing and Configuring CDC for ServiceWise Integration 4.6.2 System-Level Integration Configuration 4.6.3 Enabling CTI Integration 4.6.4 Enabling and Defining Keyboard Shortcuts for Outgoing Calls
4.7 Administering the TechExcel Search Engine 4.7.1 Installing the TechExcel Search Engine 4.7.2 Configuring Search Engine Settings 4.7.3 Indexing Multiple-selection List Controls
4.8 Managing ServiceWise Admin Reports
Chapter 5 Project-Level Project Administration
5 Chapter 5 -- Project-Level Project Administration 5.1 Understanding Project Administration
5.1.1 Project definition 5.1.2 Incident definition and GUI customization 5.1.3 Project member administration 5.1.4 Workflow administration
5.2 Managing Project Properties 5.2.1 Updating Project Names 5.2.2 Updating Project ID Prefixes 5.2.3 Making Projects Active or Inactive 5.2.4 Enabling Web Uploading 5.2.5 Enabling the Employee Web Portal 5.2.6 Support Knowledge Building in ServiceWise Web 5.2.7 Enabling Web Conversions 5.2.8 Defining the Display Format of Names 5.2.9 Defining Incident Description Field Sizes 5.2.10 Defining Project Time Zones 5.2.11 Defining Date and Time Formats
5.2.11.1 Date Formats 5.2.11.2 Time Formats
5.2.12 Managing ServiceWise Windows Client Sessions 5.2.13 Defining List View Refresh Options 5.2.14 Defining Employee Quick Search Settings 5.2.15 Defining Incident Quick Search Settings
5.3 Managing Optional Project Features 5.3.1 Enabling or Disabling Optional Features 5.3.2 Understanding Optional Features
5.4 Managing Project Administrators 5.4.1 Adding and Removing Project Administrators
5.5 Managing Account Types 5.5.1 Understanding Account Types
5.5.1.1 Account types and privileges 5.5.1.2 Account types and workflow 5.5.1.3 Account types and project security
5.5.2 Understanding Light Account Types 5.5.3 Creating Account Types 5.5.4 Editing Account Types 5.5.5 Deleting Account Types
5.6 Managing Account Access Controls
Chapter 6 Incident Administration
6.2 Configuring General Support Incident Properties 6.2.1 Renaming Support Incidents 6.2.2 Defining the Status Control as Read-only 6.2.3 Enabling Co-owner Events 6.2.4 Configuring Employee Access to Support Incidents
6.3 Administering Controls 6.3.1 Administering System Controls 6.3.2 Administering Custom Controls 6.3.3 Understanding Control Types 6.3.4 Understanding Control Customization Options 6.3.5 Defining Control Labels 6.3.6 Defining the Control Type of Custom Controls 6.3.7 Defining Team Member Access Rules 6.3.8 Defining Employee Access Rules 6.3.9 Defining Options in Selection List Controls 6.3.10 Defining Parent-Child Relationships Between Controls 6.3.11 Customizing Autogrow Combo Box Controls 6.3.12 Customizing Combo Box Controls 6.3.13 Customizing Dropdown List Controls 6.3.14 Ordering Options in Selection List Controls 6.3.15 Customizing Multiple Selection Controls 6.3.16 Customizing Data Grid Controls 6.3.17 Customizing Single-line Text Box Controls 6.3.18 Customizing Multiple-line Text Box Controls 6.3.19 Enabling Multiple-line Text Box Time Stamping 6.3.20 Customizing Check Box Controls 6.3.21 Customizing Date-Time Controls 6.3.22 Defining Team Member Access Rules 6.3.23 Defining Employee Access Rules
6.4 Administering System Pages 6.4.1 Customizing the Incident Detail Panel 6.4.2 Adding the Link Page to the Incident Detail Panel 6.4.3 Customizing the New Incident Manager 6.4.4 Managing the Incident List Window Indicators 6.4.5 Customizing the Description System Page 6.4.6 Customizing the Current Status Page 6.4.7 Customizing the History Page
6.5 Administering Custom Pages 6.5.1 Adding and Removing Controls to Custom Pages
6.6 Administering Function Pages
7 Chapter 7-- Advanced Incident Administration 7.1 Administering Incident Linking
7.1.1 Understanding Incident Linking 7.1.2 Defining Referential Link Types 7.1.3 Defining Parent-Child Link Types
7.2 Managing the Web Conversation Page 7.3 Administering Incident Workflow State Display Order 7.4 Managing Incident Priority
7.4.1 Understanding the Incident Prioritization Page 7.4.2 Enabling Incident Prioritization 7.4.3 Defining Priority Value Management 7.4.4 Incident property definitions 7.4.5 Incident time factors 7.4.6 Granting Incident Prioritization Access Controls
7.5 Administering the Change Log
Chapter 8 Interproject Copying and Linking
8 Chapter 8 -- Interproject Copying and Linking 8.1 Understanding Interproject Copying and Linking
8.1.1 Administrating Standard Interproject Actions and Linking 8.2 Enabling and Configuring Interproject Copying and Linking
8.2.1 Enabling Target Projects 8.2.2 Enabling Interproject Copying 8.2.3 Enabling Interproject Linking 8.2.4 Enabling Workflow State Editing 8.2.5 Enabling Incident Owner Editing 8.2.6 Defining Default Owners in Target Project 8.2.7 Work Description Editing Rules 8.2.8 Title and Description Editing Rules 8.2.9 Defining Concatenated Incident Title Prefixes 8.2.10 Defining Default Account Type Access Rules 8.2.11 Defining Default Subprojects
8.3 Mapping Incident Property Fields 8.3.1 Manually Mapping Incident Fields 8.3.2 Automatically Mapping Incident Fields 8.3.3 Defining Mapped Field Choices 8.3.4 Defining Default Field Values for Unmapped Fields
8.4 Administering Linked Issue Employee Web Portal Settings 8.4.1 Displaying Linked Issue Info in the Employee Web Portal 8.4.2 Displaying Linked Issue Info in the Web Conversation Page 8.4.3 Defining Applicable Incident Workflow States 8.4.4 Defining Applicable Link Types 8.4.5 Defining Title for Linked Issue Data 8.4.6 Adding Linked Issue Information Fields
Chapter 9 Incident Workflow Administration
9 Chapter 9 -- Incident Workflow Administration 9.1 Understanding ServiceWise Project Workflow 9.2 Administering Incident Workflow
9.2.1 Defining the Project Workflow Model 9.2.2 New Section 9.2.3 Creating, Editing, and Deleting Workflow States 9.2.4 Defining Applicable Owner Workflow Rules 9.2.5 Action Performer Default Owner Rules 9.2.6 Defining Incident Access ("Who Can Change" Workflow Rules) 9.2.7 Defining Read-Only Field Workflow Rules 9.2.8 Defining Invisible Field Workflow Rules 9.2.9 Defining the Mandatory Field Workflow Rules 9.2.10 Defining Default Submission States 9.2.11 Enabling Closed Event Restriction
9.3 Designing ServiceWise Graphical Workflow 9.3.1 Understanding Workflow Design Flowcharts 9.3.2 Adding and Editing State Nodes 9.3.3 Deleting Workflow State Nodes 9.3.4 Creating and Editing Transition Lines 9.3.5 Understanding the Graph Properties Manager 9.3.6 Customizing State Nodes 9.3.7 Customizing Transition Lines 9.3.8 Magnifying and Reducing Workflow Flowcharts 9.3.9 Saving Workflow Flowcharts
9.4 Administering Incident Routing 9.4.1 Enabling Incident Routing 9.4.2 Mandating Team Member Availability Incident Routing 9.4.3 Understanding Incident Routing Rule Criteria 9.4.4 Defining Workload Based Incident Routing Rules 9.4.5 Defining Skill-Level Based Incident Routing Rules 9.4.6 Defining Formula-Based Incident Routing Rules 9.4.7 Defining Incident Routing Rules
Chapter 10 Subproject Administration
10.1.1 Administering Subprojects 10.2 Defining General Subproject Settings
10.2.1 Customizing Subproject Terminology 10.2.2 Enabling Subprojects in Work Projects 10.2.3 Enabling Employee Assignment to Subprojects 10.2.4 Enabling Subproject Applicable Owner Controls 10.2.5 Restricting Incident Ownership to Subproject Members 10.2.6 Restricting Event Ownership to Subproject Members 10.2.7 Enabling Subproject Workflow Controls 10.2.8 Enabling Subproject Cost Budgets Controls 10.2.9 Defining Default Subprojects
10.3 Administering Subproject Status Definitions 10.3.1 Understanding Subproject Status Criteria 10.3.2 Defining Independent Subproject Status Settings 10.3.3 Defining Derived from Highest Ranked Incident Status Settings 10.3.4 Defining Derived from Lowest Ranked Incident Status Settings 10.3.5 Defining Linked to Incident Status Settings
10.4 Defining Subproject Priorities 10.4.1 Understanding Subproject Priority Criteria 10.4.2 Defining Independent Subproject Priority Settings 10.4.3 Defining Derived from Highest Ranked Incident Priority Settings 10.4.4 Defining Derived from Lowest Ranked Incident Priority Settings 10.4.5 Defining Linked to Incident Priority Settings
10.5 Defining Subproject Access Controls
Chapter 11 Email Integration Administration
11 Chapter11-- Email Integration Administration 11.1 Understanding ServiceWise Email Integration
11.1.1 Understanding System-Level Email Integration 11.1.2 Understanding Email Events and Event Templates
11.2 Managing Incoming Mail Server Settings 11.2.1 Enabling Email Autoretrieval in ServiceWise Projects 11.2.2 Enabling Multiple Team Email Accounts 11.2.3 Defining Team Email Accounts 11.2.4 Defining POP3 Email Server Settings 11.2.5 Defining MAPI Email Server Settings 11.2.6 Defining the Reply-to Address of Outgoing Email 11.2.7 Defining Reply To Email Addresses based on Employee Types
11.3 Managing Project Sending and Reply-to Addresses 11.3.1 Enabling Team Reply-to Addresses 11.3.2 Enabling Personal Email Addresses as Reply-to Addresses 11.3.3 Enabling Personal Email Aliases as Reply-to Addresses 11.3.4 Enabling Personalized Email Reply Name 11.3.5 Enabling Project Members to Choose Reply Addresses 11.3.6 Defining Email Notification Send From Properties
11.4 Managing the Outgoing Mail Server 11.5 Managing Email Templates for Manual Email Messages
11.5.1 Managing the Incident Email Template 11.5.2 Managing the Resend Email Template 11.5.3 Managing the Reply Email Template
11.6 Administering Email Incident Submission Settings 11.6.1 Defining Employee Groups 11.6.2 Enabling Email Field Mapping 11.6.3 Customizing Email Field Mappings Tags 11.6.4 Managing Email–Incident Field Mapping 11.6.5 Defining Email Field Mapping 11.6.6 Understanding Incident Email Submission Formats
Chapter 12 Event Administration
12.1.1 Events and incidents 12.1.2 Understanding Event Administration 12.1.3 Understanding Event Types 12.1.4 Definable event types 12.1.5 System event types
12.2 Defining General Event Settings 12.2.1 Renaming Events in ServiceWise Projects 12.2.2 Enabling the Calendar View
12.3 Managing System Event Templates 12.4 Managing Definable Event Templates
12.4.1 Creating Event Templates 12.4.2 Deleting Event Templates
12.5 Administering General Event Template Properties 12.5.1 Defining Start Dates and Due Dates 12.5.2 Defining the Event Template Scope 12.5.3 Defining the Prefix and Help Notes 12.5.4 Defining Event Number Restrictions 12.5.5 Defining Event Template Identifiers
12.6 Administering Global Event Templates 12.6.1 Defining Event Templates as Global Event Templates 12.6.2 Defining Global Event Template Access Controls 12.6.3 Displaying Global Events in Projects
12.7 Administering Event Submission Access Controls 12.8 Administering Event Editing Access Controls
12.8.1 Administering Event Deletion Access Controls 12.8.2 Enabling Employees to Delete Events
12.9 Administering Event Attachment Rules 12.9.1 Managing Applicable Attachment Types 12.9.2 Defining Form-Based Event State Automation
12.10 Managing Regular Event Templates 12.10.1 Creating Regular Event Templates 12.10.2 Defining Closed Date Controls 12.10.3 Defining Elapsed Time Controls 12.10.4 Defining Event Template Scope
12.11 Managing Asset Operation Event Type Event Templates 12.11.1 Creating Asset Operation Event Templates 12.11.2 Defining Asset Operations 12.11.3 Defining Applicable Assets 12.11.4 Defining Event Template Applicable Asset Rules 12.11.5 Defining Price Schedules
12.12 Managing Autodiscovery Asset Event Templates 12.12.1 Understanding Asset Autodiscovery Event Asset Operations 12.12.2 Creating Asset Autodiscovery Event Templates
12.13 Managing Email Announcement Event Templates 12.13.1 Enabling Automatic Event Status Definition 12.13.2 Creating Email Sent Announcement Templates
12.14 Managing Email Received Event Templates 12.14.1 Creating Email Received Event Templates
Chapter 13 Employee Administration
13.1.1 Understanding Employee Administration 13.1.1.1 Employee view customization
13.2 Administering Employee View Customization 13.2.1 Defining Employee View Terminology 13.2.2 Defining Employee Dropdown List Size Limits 13.2.3 Enabling Support for Login Aliases 13.2.4 Customizing the Employee View Employee Page 13.2.5 Customizing the Employee View Team Page 13.2.6 Customizing the Employee View Incidents/Events Page 13.2.7 Customizing Employee View Custom Pages
13.3 Administering Common Email Addresses 13.4 Managing Employee Types
13.4.1 Creating Employee Types 13.4.2 Defining Employee Type Access Controls
13.4.2.1 Employee types and power users 13.4.3 Understanding Employee Type Base Project Access Controls 13.4.4 Understanding Employee Type Work Project Access Controls 13.4.5 Understanding Power Users 13.4.6 Defining Employee Applicable Projects
13.5 Administering Employee Management Access Controls 13.5.1 Defining Project Member Access Controls 13.5.2 Defining Employee Page and Team Page Access Controls
Chapter 14 Employee Web Portal Administration
14 Chapter14 -- Employee Web Portal Administration 14.1 Understanding the Employee Web Portal
14.1.1 Understanding Employee Web Portal Administration 14.1.2 Employee Web Portal access and security 14.1.3 Employee Web Portal GUI customization 14.1.4 Understanding Employee Web Portal and Project Types 14.1.5 Understanding the EWP and the ServiceWise Employee View
14.2 Defining General Employee Web Portal Settings 14.2.1 Enabling the Employee Web Portal 14.2.2 Reloading Web Settings 14.2.3 Defining Default Work Projects 14.2.4 Defining the Title of the Employee Web Portal 14.2.5 Defining Runtime Keys 14.2.6 System runtime keys The system runtime key 14.2.7 Base project runtime keys 14.2.8 Work project runtime keys 14.2.9 No runtime key 14.2.10 Enabling Incident List Reports 14.2.11 Displaying DevTrack Project Development Issues 14.2.12 Customizing the Employee Web Portal Logos 14.2.13 Displaying Multiple Projects to Employees
14.3 Managing Employee File Attachments 14.3.1 Enabling File Attachments in the Employee Web Portal 14.3.2 Defining Attachment File Size Limits 14.3.3 Defining Forbidden File Types
14.4 Managing Registration Controls 14.4.1 Enabling New Employee Self-Registration 14.4.2 Enabling Inactive Employees to Log Into the Web Portal 14.4.3 Defining New Employee Default Types 14.4.4 Defining Registration Methods 14.4.5 Defining Web Portal Registration Email Notifications
14.5 Managing Web Themes 14.5.1 Understanding System-Defined Web Themes 14.5.2 Importing Web Themes 14.5.3 Exporting Web Themes 14.5.4 Defining Default Web Themes 14.5.5 Creating New Web Themes 14.5.6 Editing Web Themes 14.5.7 Deleting Web Themes
14.6 Managing Employee Web Portal Field Access Controls 14.7 Managing Page Style Customization
14.7.1 Enabling the Employee Web Portal Home Page 14.7.2 Managing Employee Web Portal Announcements 14.7.3 Customizing the New Incident Page 14.7.4 Page title 14.7.5 New incident project selection header 14.7.6 New incident HTML link title 14.7.7 New incident submit help note 14.7.8 New incident based on incident template 14.7.9 Managing the Incident List Page
Chapter 15 Administering Web Forms
15 Chapter15 -- Administering Web Forms 15.1 Administering FormWise Web Forms
15.1.1 Enabling Web Activity Management (Web Clicks) 15.1.2 Enabling FormWise for Standard Forms 15.1.3 Enabling Employee Profile Questions 15.1.4 Defining the FormWise URL 15.1.5 Administering Web Points 15.1.6 Defining Web Points Access Controls
15.2 Administering FormWise E-mail Autoreply 15.2.1 Enabling E-mail Autoreply 15.2.2 Defining Server Information
15.3 Understanding the FormWise Information Schema 15.3.1 Web Clicks Manager
Chapter 16 System-Level Web Administration
16 Chapter16 -- System-Level Web Administration 16.1 Managing System-Level ServiceWise Web Settings 16.2 Defining Web Publishing Access Options
16.2.1 Defining Client Access 16.3 Administrating ServiceWise Web Support and System-Level Settings
16.3.1 Defining the System Runtime Key 16.3.2 Enabling Database Connection Pooling 16.3.3 Defining the Number of Records in ServiceWise Web 16.3.4 Defining ServiceWise Web Login Titles 16.3.5 Defining Web Welcome Message
16.4 Managing ServiceWise Web System Settings 16.4.1 Defining the Web Server Path for Employees 16.4.2 Defining the Web Server Path for Project Members 16.4.3 Enabling Project Member Logins Using Domain Accounts
16.5 Managing Multiple Web Server Support 16.6 Managing Interproject Switching
Chapter 17 Company Asset Administration
17 Chapter17 -- Company Asset Administration 17.1 Understanding Asset Inventory Administration
17.1.1 Understanding the Asset Inventory 17.1.2 Understanding Asset Definition and GUI Customization 17.1.3 Understanding System-Level Asset Properties 17.1.4 Understanding Category-Level Asset Properties 17.1.5 Understanding Template-Level Properties
17.2 Managing Asset Template Subassets 17.3 Managing Asset Template Breakdowns 17.4 Customizing the Description Page
17.4.1 Managing System Controls in the Description Page 17.4.2 Managing Custom Controls in the Description Page 17.4.3 Defining Usage And Quantity Tracking
17.5 Customizing the Value Page 17.6 Customizing the Support Plan Page 17.7 Managing Asset Custom Pages
17.7.1 Adding and Removing Custom Pages 17.7.2 Adding Custom Controls to Custom Pages 17.7.3 Adding Asset Definition Custom Controls
17.7.3.1 The Field Type attribute 17.7.3.2 Field Level attribute
17.8 Managing Product Upgrade Rules in the Asset Inventory 17.8.1 Defining Asset Upgrade Rules 17.8.2 Editing Asset Upgrade Rules
Chapter 18 Knowledge Administration
18.2 Managing Knowledge View Access Controls 18.3 Managing Editing Tools
18.3.1 Choosing an Editor 18.3.2 Defining HTML Editor Folder
18.4 Managing Email Announcements 18.4.1 Defining Email Blast Announcement Settings 18.4.2 Defining Criteria for Redundant Email Announcements 18.4.3 Enabling and Defining Email Announcement Engine Settings 18.4.4 Defining Employee Subscription Options
18.5 Defining Dynamic FAQs 18.5.1 Enabling and Defining Dynamic FAQ E-mail Server Settings
18.6 Customizing the Knowledge View 18.6.1 Customizing the Description Page 18.6.2 Customizing the History Page 18.6.3 Customizing the Resolution Page
18.7 Managing ServiceWise-RightAnswers Integration 18.8 Backing up the Document Files 18.9 Managing ServiceWise Autorecommendations
18.9.1 Expert keywords and expert keyword points 18.9.2 Employee and team member keyword ranking points 18.9.3 Keyword clicking points 18.9.4 Defining Expert Keyword Points 18.9.5 Defining Employee Ranking Rules 18.9.6 Defining Project Member Ranking Rules 18.9.7 Defining Search Engine Keyword Matching Points
Chapter 19 Service Agreement Administration
19 Chapter19 -- Service Agreement Administration 19.1 Understanding ServiceWise Service Agreements
19.1.1 Understanding ServiceWise SLA Management 19.1.2 Understanding ServiceWise Service Agreement Configuration
19.2 Administering Service Agreement General Properties 19.2.1 Enabling Service Agreement Support 19.2.2 Defining Service Agreement Access Controls
19.3 Administering Support Schedules 19.3.1 Adding Support Schedules 19.3.2 Deleting Support Schedules 19.3.3 Defining Support Schedule Support Times 19.3.4 Managing Support Schedule Holidays
19.4 Administering Service Agreement Statuses 19.4.1 Adding Service Agreement Statuses 19.4.2 Activating or Deactivating Service Agreement Statuses 19.4.3 Defining Service Agreement Status Messages 19.4.4 Adding Service Agreement Statuses 19.4.5 Activating or Deactivating Service Agreement Statuses 19.4.6 Defining Service Agreement Status Messages
19.5 Administering Service Agreement Templates 19.5.1 Creating Service Agreement Templates 19.5.2 Service agreement type
Chapter 20 Professional Services Administration
20 Chapter20 -- Professional Services Administration 20.1 Understanding ServiceWise Professional Services Management
20.1.1 Understanding Standard and Advanced Services 20.2 Enabling General Time and Service Management Features
20.2.1 Enabling Professional Services Time Tracking 20.2.2 Enabling Professional Services Cost Tracking 20.2.3 Enabling Professional Services Sales Tracking 20.2.4 Enabling Service Template Support 20.2.5 Enabling Time Usage Recording 20.2.6 Displaying the Billable Check Box to Employees
20.3 Administering Standard Professional Services Management 20.3.1 Adding Work Types 20.3.2 Editing Work Types 20.3.3 Deleting Work Types 20.3.4 Defining Account Type Hourly Rates 20.3.5 Defining Project Member Hourly Rates 20.3.6 Defining Project Member Hourly Rates 20.3.7 Defining Standard Service Management Access Controls 20.3.8 Understanding Standard Service Management Access Controls
20.4 Administering Advanced Time and Service Management 20.4.1 Defining Project Work Order Reports 20.4.2 Enabling Incident-level Cost Controls 20.4.3 Enabling Incident-level Sales Budgets 20.4.4 Enabling Event-level Cost Controls
20.5 Administering Service Templates 20.5.1 Adding Service Templates 20.5.2 Deleting Service Templates 20.5.3 Editing Service Template Work Type Settings 20.5.4 Defining Service Template Cost Calculation Methods 20.5.5 Defining Service Template Sales Calculation Methods 20.5.6 Defining Service Template Time Tracking Methods 20.5.7 Managing Service Template Units and Unit Quantities 20.5.8 Managing Service Template Sales Definitions 20.5.9 Defining Maximum Support Services Per Incident or Event 20.5.10 Defining Incident-based Service Templates 20.5.11 Enabling and Defining Service Template Time Rounding 20.5.12 Defining Service Template Access Controls 20.5.13 Understanding Service…