Users
Maintain application roles and account state. AgentHub AGENT and AGENT_SUPERVISOR are independent permissions; authentication remains with the identity provider.
Tenant setup
Configure the way your organisation works.
Manage people and teams alongside process settings, schedules and tenant presentation. Keycloak remains authoritative for identity and group membership; Microsoft Entra ID group administration depends on a separately configured and activated SSO connection.
One tenant.
Consistent working rules.
Administration establishes the people, assignment structures, workflow conventions, schedules and portal options used across ServiceHub, AgentHub and ExpertHub. Open the gear icon and choose the relevant standalone Settings page.
Tenant Setup and platform-admin have different scope.
Tenant administrators configure their own organisation. Cross-tenant provisioning and optional-module activation belong to the separate platform-admin console. Opening a Settings page does not grant every underlying write action.
Identity, membership and authority
work together.
Teams
Maintain membership for operational work, queues and scoped actions. Offering assignment teams and helpdesk boundaries depend on the right references.
Organizations
Maintain accountability and organizational team mapping, with separate priority-based organization SLA targets where needed.
Configure each process
according to its own rules.
Incident & Incident Tasks
Review independent status lists, ordering and supported pause/open/terminal behaviour. Validate restoration and timing after changes.
Problem and Request Management
Preserve investigation, Requested Item and task lifecycles. Request wrapper outcomes and fixed task state sets are not interchangeable with configurable ticket statuses.
Change Management
Configure exposed statuses and approval policies while respecting server-side eligibility, transition and scheduling controls.
Knowledge Management
Maintain Knowledge Base governance, audience and publication responsibilities. Service Desk Instructions retain separate Agent Supervisor rules.
Domain-manager page access does not imply universal status writes. Several status endpoints are administrator-only. The Service Catalog is maintained under Service Portfolio, rather than the legacy Request Settings location.
Different settings.
Different operational effects.
Schedules
Reusable weekly time patterns with timezone and overnight handling. Support, availability and maintenance contexts have different purposes.
Service-level targets
Offering and Organization targets are separate from runtime measurement records. New settings do not automatically rewrite existing SLA context.
Availability
Configure counting rules and committed scope, then rely on explicit Outage evidence. Report target, period and known calculation limitations.
Required maintenance windows combine as an intersection; blackouts accumulate. Availability policies follow Offering → Service → tenant precedence. Routing overrides follow another rule. There is no universal inheritance algorithm.
Choose the operating context.
Shape the tenant experience.
ITSM Lite and CSM Full
Select service-based or configuration-connected work and review individual CSM switches. Module activation and role permissions remain separate.
Switching views preserves existing CI/Instance data. Enabling flags does not discover resources or validate a dependency map.
Branding and preferences
Maintain the tenant logo for workspace/login branding and currency where exposed. The documented logo limit is 2 MB; changing currency does not convert historical amounts.
ServiceHub tiles
Configure Incident, Catalog Item, Request for Information and All Catalog Items entry points. Test ordering, in-portal flows and server-resolved tile routing.
AgentHub helpdesks
Configure supported team/mailbox channels, ownership and native live-chat routing. Verify scoped conversation access and independent AgentHub roles.
Add capability
with clear ownership.
When Asset Management is enabled, maintain the appropriate categories and equipment reference data, and have administrators govern lifecycle/operational status lists. Categories connect models, stock levels and employee profiles; some transition checks still depend on editable status names.
Configuration Management and Analytics retain their own activation and access prerequisites. Some policies are edited in their Service/Offering or module context rather than one universal Setup screen.
Save the setting.
Verify the business flow.
- UnderstandRecord the current value, reason, owner and dependent consumers.
- ChangeApply a scoped change with the appropriate tenant and action permissions.
- ValidateTest representative journeys, including restricted-role denials, and retain results and rollback decisions.
The documentation does not establish a universal clone-all-Settings export, automatic change log or complete tenant audit screen. Use your governance process for evidence and exceptions.
Follow the setup and acceptance checklistAdminister the tenant
with confidence in the result.
ADMINISTRATION GUIDE
Administer Knowledge and Asset reference settings
Govern publishing and equipment reference data while preserving domain-specific permissions.
ADMINISTRATION GUIDEConfigure access, teams and modules
Distinguish tenant Setup, application roles, AgentHub roles and platform-admin activation.
ADMINISTRATION GUIDEConfigure approvals, maintenance and availability policies
Apply the right resolution rule to each operational policy family.
ADMINISTRATION GUIDEConfigure mailbox and live-chat teams
Maintain multi-helpdesk channels, ownership and scoped conversation access.
ADMINISTRATION GUIDEConfigure Platform options, branding and ServiceHub tiles
Maintain operating views, feature switches and tenant presentation with clear scope.
ADMINISTRATION GUIDEConfigure process statuses without conflating lifecycles
Review Incident, Problem, Request and Change settings with their own task and transition rules.
ADMINISTRATION GUIDEConfigure schedules and service-level targets
Separate weekly time patterns, reusable targets and runtime SLA measurements.
ADMINISTRATION GUIDEMaintain users, teams and organizations
Establish identity, assignment membership and organizational accountability.
ADMINISTRATION GUIDEPlan tenant setup and validate configuration changes
Sequence initial setup and retain evidence for changes to operational behaviour.
Visible controls depend on release, role, operating view and module activation. Server-side checks govern authorization; hidden navigation alone is not the access boundary.
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come together.
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