SmarterTrack 9.x Help
This documentation is for a product that is no longer supported by SmarterTools.

General Settings

Administrators will use this section to adjust any general system settings, including company information, currency format, the default skin, and the map provider.

To access this section, click the settings icon. Then expand the System Settings folder and click General Settings in the navigation pane. The general settings will load in the content pane and the following tabs will be available:

Options

Use this tab to specify the following system settings:

  • SmarterTrack Base URL - The URL for the SmarterTrack portal.
  • Server Friendly Name - The name of the server.
  • Locale for Currency - To specify the format in which currency is displayed for cost calculation reports, select the appropriate option from the list. By default, the locale is set to English (United States).
  • Spell-check Dictionary - Select which dictionary SmarterTrack will use to check for spelling errors from the list.
  • Default Time Zone - Select the time zone SmarterTrack will use as the default from the list. More often than not, this time zone should match your current location. However, it can be adjusted to account for offices in other geographic locations.
  • Default Skin - Select which skin SmarterTrack will use as the default skin from the list.
  • Color Scheme - Select the color scheme SmarterTrack will use as the default for the portal and management interface.
  • Allow employees to override default skin - Checking this box will allow agents to override the default skin.

Colors

Use this tab to modify the default color schemes for various parts of the SmarterTrack management interface. Note: For information on customizing the color scheme for the customer-facing portal for your brands, see the section on Brand settings. The color options are:

  • Primary Color: - This is the background color for the title bars as well as the number badges that denote the number of items across the management interface. (E.g., the number of tickets). The default is #055E8A.
  • Secondary Color: - This is the background color for the button bar in the content and navigation panes. (E.g., New, Actions). The default is #222222.
  • Link Color: - This is the color for any links, headers and numeric indicators that appear in the content and navigation panes. (E.g, column headers). The default is #0088CC.

To revert a color back to its default, you can either re-type the default color code as listed above, or simply delete the custom code and save your changes. When a color field is left blank, SmarterTrack will simply revert the field back to its default.

Features

Use this tab to enable to the following features:

  • Enable employee chat rooms - Checking this box will allow employees to view and use chat rooms within the management interface. By default, this setting is enabled. For more information on chat rooms see the Chat Rooms page.
  • Enable employee instant messenger - Checking this box will allow employees to view and use the instant messenger within the management interface. By default, this setting is enabled. For more information on chat rooms see the Instant Messenger Overview page.
  • Enable simultaneous login to the portal and management interface - Checking this box will allow employees to log in to both the portal and management interface at the same time. By default, this setting is disabled.
  • Enable confirmation when an agent is the last to go inactive for a group/department - Checking this box will display a confirmation box to the last agent to log out of a department or group letting them know, and havign them acknowledge, that they are the last agent to log out.

Call Logs

Use this tab to enable the following features when using SmarterTrack Communicator:

  • Purge recordings After - This settings allow you to automatically purge recorded phone calls after a certain number of days or after reaching a certain storage limit. This helps save disk space on the SmarterTrack server. By default, this is set to 30 days. Note: This setting will only affect agents using SmarterTrack Communicator as it automatically records calls.
  • Purce Recordings After - This setting will automatically purge recorded calls after they reach a certain size. By default this is set to 2000MB (2GB). Note: This setting will only affect agents using SmarterTrack Communicator as it automatically records calls.
  • Enable personal calls - Checking this box allows agents to make persoanl calls from SmarterTrack Communicator.

Files

Use this to specify the types of files that can be uploaded to SmarterTrack.

  • Allowed extensions for document uploads in HTML editor (one per line) - These are the file types that agents can attach to tickets. In general, agents should be able to attach any file type to a ticket. To allow this, simply add an asterisk (*). However, there may be times when administrators will want to limit file attachments to simply images or documents. To restrict agents to specific file types, add the extensions here, one per line, and include the dot. (I.e., .JPG not simply JPG)
  • Allowed extensions for end user file uploads (one per line) - These are the file types that customers and end users can upload to agents when submitting tickets from the portal. In general, it's a good idea to limit customers from uploading file types that may prove harmful, such as program files. To restrict end users and allow only specific file types, add the extensions here, one per line, and include the dot. (I.e., .JPG not simply JPG)

Custom CSS

SmarterTrack allows administrators to stylize their portal and/or the management interface with fully customizable CSS. Note: To modify SmarterTrack's styles, it is strongly recommended that you have a good understanding of cascading stylesheets and how to modify them.

To modify a style, you should first use a Web browser like Chrome to inspect the element that you want to modify. (Using FireFox's Firebug plug-in will work as well). By inspecting the element you will see the class used and any styles associated with the class. You can then create a version of that style yourself, and them paste it in the box to override the default. Realize this will happen wherever that style is used, so changing one style can affect both the portal and the management interface.

To revert back to the default style, simply remove your custom style from here and save your changes.

Security

Use this tab to enable various password requirements for registered users. These settings give administrators greater control over the initial level of security for their systems and helpdesks.

Enable password reset - When checked, this setting allows agents, managers and administrators to reset their passwords from the management interface login screen. Clicking the link and filling out the username and CAPTCHA will send an email with a password reset link to the email address associated with the username. Note: If using external providers or active directory authentication, this feature should not be enabled.

Enable brute force protection - When checked, this setting enables SmarterTrack's brute force protection. Therefore, if a "user" attempts to log in to SmarterTrack more than 10 times in 5 minutes they are locked out for 5 minutes. After 5 minutes they are able to attempt additional log ins.