Administrator Guide

A guide for TicketLog Administrators

Administrators can view all the Settings screens.

Settings can be reached via the user's Service Desk list screen:

Or via the Service Desk's configuration menu and clicking Settings:

General settings

This is the General settings screen:

User settings

This is the User configuration screen:

From this screen you can add and remove users, resend invitation emails, and change a user's permission level. You can also select if users must be invited, or permitted to signup and join the service desk themselvs. The Accepted Domain(s) field can be used to restrict new users to use an email address that belongs to a specific domain, such as a company domain.

Add User

  • Click 'Add User' button

  • Enter email address and select a permission level in the following form:

  • Click 'Add user' to add user to the service desk

Remove User

  • Click the drop down arrow next to the user and select 'Remove user'

  • In the popup window, click 'Remove user' to confirm removal of the user

Change Permission Level

  • Click the drop down arrow next to the user and select 'Change permissions'

  • In the popup window, select the new permission level:

  • Click 'Save changes' to confirm the change

Notes:

  • You cannot remove yourself from a Service Desk

  • You cannot remove or change permission level of the Owner of a PRO Service Desk

Azure DevOps settings

This section of documentation requires updates to include details multi-forms and screenshots of new styling. For more details on multi-forms, visit this page.

This is the Azure DevOps configuration screen:

From this screen you must set the Organization URL and Project name for the Azure DevOps organization and project you want new tickets to be created in.

Other settings are optional:

  • The Work Item Type defaults to 'Issue' but may be set to any other work item type used by the Project.

  • The Tag will be added to all tickets created via TicketLog and defaults to 'TicketLog'

  • The Area Path can be set for new tickets. It defaults to empty.

Click Save & Authorize to complete the integration. If you are not already logged in to Azure DevOps, you will be prompted to login. You will then be prompted to accept the data sharing for integration.

Please note: Integrating with Azure DevOps can be challenging. We recommend completing this process while not logged in to Azure DevOps (consider using a Private or Incognito browser). This way, you can be sure which Azure DevOps user is attached as the integration use to TicketLog. For more details on this, or other potential issues and requirements, check out our Troubleshooting guide on Azure DevOps Authorization.

Custom field settings

This is the Custom Fields screen:

From this screen you can configure which additional fields from Azure DevOps you would like users to fill in when creating a new ticket. Here is an example of a custom field that might appear in the New Ticket screen:

For more details on how to work with Custom Fields visit this page.

Customization settings

This is the Customization screen, only available to TicketLog PRO subscribers:

Here is an explanation of how each customization option affects the Service Desk:

  1. Custom domain name

    • A custom sub-domain on your own domain. Please notify us which domain you want to use. You will need to add DNS records to your domain during setup.

  2. Page title

    • The Page title appears in the tab of the user's browser.

  3. Navbar title

    • This text appears across the top of each page of your Service Desk. Can be blank.

  4. Navbar image URL

    • This URL points to an image used in the top corner of each page of your Service Desk. It replaces the default TicketLog logo. Can be left blank for no logo.

  5. Navbar link URL

    • This URL is attached to the Navbar title and Navbar image as a hyperlink. Can be blank.

Requesting a custom domain name

Setting a custom domain name requires you to make a request the TicketLog team via our Contact page. Please let us know the service desk and domain name you would like configured.

In response, you will receive instructions to setup the following DNS records for your custom domain name:

CNAME

yoursubdomain -> ticketlog-cop.trafficmanager.net

TXT

asuid.yoursubdomain -> AE1C39A5008D19965A6876D763061A20789F28D5365F125A6A713DDF66D6C9CB

Once this is completed, let us know and we will complete additional steps to enable your custom domain name.

PreviousModerator GuideNextAzure DevOps Extension

Last updated