Creating a Support Assistant Policy

 Creating a Support Assistant policy involves the following steps:

1. Configuring the Name and Options for the Support Assistant Policy

2. Configuring the Icon Users See on Their Desktops

3. Configuring the Context Menu Your Customers See

4. Setting an Uninstall Password for the Support Assistant

1. In Service Center, click Service Delivery > Policies > Support Assistant.

2. Click New.

3. In the Policy Name box, type a name.

4. Optionally, in the Description box, type a description.

5. Click Create.

6. Click the Settings tab.

7. Click Modify.

• In the Customizations area, select any or all the following:

  • Display icon in notification area If selected, displays the support assistant icon in the notification area, which is located on the right side of the taskbar by default.

  • Show service notifications If selected, notifications are displayed in the notification area, which is located on the right side of the taskbar by default. Notifications include whether Device Manager can communicate with Service Center. As well, if you hover the mouse over the icon, a message shows whether Device Manager can connect to Service Center.

  • Display service shutdown option in context menu If selected, allows your end user to use the context menu to shut down Device Manager. You may want to include this option so that end users can ensure no network traffic is generated by the Device Manager in billable environments such as a hotel.

  • Require user consent for remote access If selected, the end user needs to give consent for remote access. When selected, you'll see another box where you need to enter how long to wait for user consent. You also see the Message for Remote Session Consent box below. 

1. In the Branded Messages area, type the name of the service in the Service Name box.
   This is the name users see when they hover the mouse over the icon in the notification area. For branding purposes, you could use your business name for the service name.

2. In the Message for Remote Session Consent box, type a message that the user sees when you request a remote session.

3. In the Service Shutdown Menu Item Text box, type the text users will see in the context menu for the option to shut down the service.

By default, an operational icon appears in the notification area in the taskbar when the service is installed and running: 

Open	Operational icon	Shows when the service is communicating with Service Center.
Open	Fault icon	Shows when the service is not able to communicate with Service Center. This option is ignored by Support Assistant.

1. Do one of the following:

   • To change the Operational icon, select the check box beside Operational Icon and click Upload Custom Icon.

   • To change the Fault icon, select the check box beside Fault Icon and click Upload Custom Icon.

   You have the option of using only one icon. In this case, both Operational and Fault icon are the same.

2. Click Choose File, locate the icon file (ICO) you want to use and click Open.

   You can only upload icons that are 16 x 16 pixels. Do not use icons that contain a space character in the name.

3. Click Upload.

• Do one of the following:

  • To change the Operational icon, select the check box beside Operational Icon and click Use System Default Icon.

  • To change the Fault icon, select the check box beside  Fault Icon and click Use System Default Icon.

When users click the icon in the notification area in the taskbar, they will see the context menu for the service. You can customize the context menu to include any of the following items:

• A link to an email address.

• A text message.

• An option to submit a ticket.

• A link to a web page.

There are three options you can use to allow end users to submit tickets to Service Center. You can use a combination of all three.

• Predefined ticket A type of ticket that you create and configure and requires no additional information from the user. You set the ticket title, description, priority and severity. When users select this option from the context menu of Barracuda RMM. For example, you can use this type of ticket to help users request a callback.

• Basic ticket A type of ticket that asks users for one piece of information. Use this option if you want to prefill the ticket information but allow the user to provide a brief summary of their issue or even just provide contact information. You can customize the name of the box the user sees. For example, you can use this type of ticket to ask users for the telephone number at which they would like to be reached.

• Detailed ticket A type of ticket that asks users for a combination of three pieces of information: ticket title, description or priority. Use this option when you want the user to provide detailed ticket information. You can't customize the names of the boxes the user sees.

After a user submits a ticket, a ticket is created in Barracuda RMM. If a service desk integration is set up, the ticket is submitted to the Professional Services Automation (PSA) or service desk system as well.

When you set up options for end users to submit a ticket, the following information is sent to Barracuda RMM no matter what ticket option you use:

• URL of the device from which the ticket was submitted that you can use to go quickly to the target device.

• User ID (login name) of the person who submitted the ticket

The ticket is stored in a category called Service Requests and the status is set to New.

1. In Service Center, click Service Delivery > Policies > Support Assistant.

2. Click the name of the Support Assistant policy you want to modify.

3. Click the Settings tab.

4. Click Modify.

5. In the Context Menu area, click Add.

6. Select the Email button.

7. In the Menu Text box, type the text for the menu item.

8. In the Email Address box, type the email address.

9. To include a link to the device in the body of the email, select the Include link to device in message body check box.
   When you receive the e-mail and select this link, you will be taken to the device that submitted the ticket. If you are not already logged on to Service Center, you will initially be asked to log in before taken to the device. You may also want to open a ticket in Barracuda RMM to track the progress of this request.  

10. Click Add.

1. In Service Center, click Service Delivery > Policies > Support Assistant.

2. Click the name of the Support Assistant policy you want to modify.

3. Click the Settings tab.

4. Click Modify.

5. In the Context Menu area, click Add.

6. Select the Text button.

7. In the Menu Text box, type the text for the menu item.

8. Click Add.

A predefined ticket enables you to assign preconfigured values to the ticket boxes and provides a quick way for the end user to submit a ticket.

For example, you can add a title called "Request Remote Assistance" and when an end user clicks this menu item, a ticket is automatically created and sent to Service Center.

1. In Service Center, click Service Delivery > Policies > Support Assistant.

2. Click the name of the Support Assistant policy you want to modify.

3. Click the Settings tab.

4. Click Modify.

5. In the Context Menu area, click Add.

6. Select the Ticket Submission button.

7. In the Menu Text box, type the text for the menu item.

8. In the  Confirmation Window Message box, type the message you want users to see after they have submitted a ticket. When users submit a ticket, they will see this message along with the ticket number.

9. From the User View section, select the Predefined ticket (no user input required) button.

10. From the Ticketing Field Configuration section, in the Title box, type the title of the ticket.

11. In the Description box, type a description of the ticket.

12. From the Priority list, select a priority.

13. From the Severity list, select a severity.

14. From the Assign To list, select to whom the ticket should be assigned.  
    The options in this list are the user accounts set up in Barracuda RMM.  

15. To send an email to the user account in the Assign To list, select the Email ticket to assignee check box.

16. Click Add.

A basic ticket requires some information from the end user. The box displayed to the end user can be either one line or multi-line.

The maximum number of characters that a user can enter in this box is 1024 characters.

For example, you can add a title called "Request Callback" so that end users can request a telephone call. Then the ticket can include a prompt for the telephone number of the user. In this case, you would clear the  Show multi-line text box for requested data check box to show a form box that is one line.

1. In Service Center, click Service Delivery > Policies > Support Assistant.

2. Click the name of the Support Assistant policy you want to modify.

3. Click the Settings tab.

4. Click Modify.

5. In the Context Menu area, click Add.

6. Select the Ticket Submission button.

7. In the Menu Text box, type the text for the menu item.

8. In the Confirmation Window Message box, type the message you want users to see after they have submitted a ticket.

9. From the User View section, select the Basic ticket information required from user button.

10. In the Label for Requested Data box, type the label the user will see in the ticket submission form.

11. Do one of the following:

    • To show a box that is a single line, clear the Show multi-line text box for requested data check box.

    • To show a box that is a multi-line box, select the Show multi-line text box for requested data check box.

12. From the Ticketing Field Configuration section, in the Title box, type the title of the ticket that is sent to Service Center.

13. In the Description box, type a description of the ticket that is sent to Service Center.

14. From the Priority list, select a priority for this type of ticket.

15. From the Severity list, select a severity for this type of ticket.

16. From the Assign To list, select to whom the ticket should be assigned.
    The options in this list are the user accounts set up in Barracuda RMM.

17. To send an email to the user account in the Assign To list, select the Email ticket to assignee check box.

18. Click Add.

A detailed ticket requires the end user to provide information before a ticket is submitted. For some boxes, you can choose to assign preconfigured values or you can ask the user to provide this information. By prefilling the boxes with information, you can help the end user know what information you're expecting. If the user doesn't replace this text, it's included in the ticket and sent to Barracuda RMM.

1. In Service Center, click Service Delivery > Policies > Support Assistant.

2. Click the name of the Support Assistant policy you want to modify.

3. Click the Settings tab.

4. Click Modify.

5. In the Context Menu area, click Add.

6. Select the Ticket Submission button.

7. In the Menu Text box, type the text for the menu item.

8. In the Confirmation Window Message box, type the message you want users to see after they have submitted a ticket.

9. From the User View section, select the Detailed ticket information required from user button.

10. Optionally, select the following check boxes.
    
    

    • Show Title When selected, shows a Title box when the user submits a ticket and asks the user for the title of the ticket. When cleared, you must enter the title in the Title box so that the ticket information can be complete in Barracuda RMM.

    • Show Description When selected, shows a Description box when the user submits a ticket and asks the user for a description of the ticket. When cleared, you must enter the description in the Description box so that the ticket information can be complete in Barracuda RMM.

    • Show Priority When selected, shows a Priority list when the user submits a ticket and asks the user to select a priority for the ticket. When cleared, select the default priority for all tickets.

11. From the Severity list, select a severity.

12. From the Assign To list, select to whom the ticket should be assigned.
    The options in this list are the user accounts set up in Barracuda RMM.

13. To send an email to the user account in the Assign To list, select the Email ticket to assignee check box.

14. Click Add.

1. In Service Center, click Service Delivery > Policies > Support Assistant.

2. Click the name of the Support Assistant policy you want to modify.

3. Click the Settings tab.

4. Click Modify.

5. In the Context Menu area, click Add.

6. Select the Web Page button.

7. In the Menu Text box, type the text for the menu item.

8. In the Web Page Address box, type the URL of the web page.

9. Click Add.

1. In Service Center, click Service Delivery  > Policies > Support Assistant.

2. Click the name of the Support Assistant policy you want to modify.

3. Click the Settings tab.

4. Click Modify.

5. In the Context Menu area, click the name of the context menu item you want to edit.

6. Make the desired changes.

7. Click Save.

1. In Service Center, click Service Delivery > Policies > Support Assistant.

2. Click the name of the Support Assistant policy you want to modify.

3. Click the Settings tab.

4. Click Modify.

5. In the Context Menu area, select the check box for the context menu item you want to move.

6. Click Move Up or Move Down.