Initial Operation
In order to assist with request management, Octopus can add reminders to incidents, service requests and tasks. The reminder will trigger a notification to the user that created it at the date and time programmed in the reminder. These reminders are visible from the Reminders module...
In Octopus the work done by Octopus users, approvers and external users is done within activities.
This is an essential part of Octopus and this article describes how it works and the different modes of activities.
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User Training
Incident Management - ITIL® Process
This article explains the efficient creation steps of an incident in a context where a user calls to address his needs to the Service Center.There is more than one way to create an incident in Octopus. The creation upon a phone call requires a quick reaction from the call center analyst, so every...
The advanced search can help find specific informations. The access to the advanced search is available from every module.
Each Octopus user can set their own notification preferences.
It is possible to modify the notifications of another Octopus user provided that you have the rights to administer Octopus.
This article includes each type of notification, its description and scope.
In Octopus there are several places where you can edit text. The most used place is in the activities of various types of requests, such as incidents and service requests.
This article explains how to use the tool.
All types of request can be created in Octopus by an assignee (and those designated as visible for the self-service Web application may be submitted directly by the user).
In the past, the access level of an Octopus user was determined by the selection of permissions from a list of all the permissions available. The modification of the permissions had to be done manually for each Octopus user.
From version 3.8 and beyond, we are introducing the notion of...
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