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Spiceworks: Add Client

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Updated
ByFrank

Adding a New Client to the Ticket System

This document outlines the standardized configuration steps required when onboarding a new client into the Spiceworks Cloud Umbrella ticket system and associated support settings. Follow each section in order to ensure consistency across all client environments.

User Portal Configuration

  • Page Title
    • <client name> IT Help Desk by Umbrella
  • Form Message
    • When submitting your ticket, ensure that you provide all required information—especially the PC name and the timeframe during which the computer will be available.
  • Login Welcome Message
    • <client name> IT Help Desk by Umbrella
  • Page Announcements
    • Umbrella Support Line: 708-400-8855
  • Portal Authentication
    • Set authentication mode to:
      Email Authorization Required

Email Settings

  • Email Display Name
    • Set the display name to:
      <client name> IT Help Desk
  • Additional Settings
    • Ignore subjects containing (optional): Out of Office
  • Custom Email Footer
  • Custom Email Footer
If this is a time-critical issue, please call 708-400-8855 after submitting your ticket for immediate assistance.

How to locate your computer name: https://files.umbrellabs.com/help/computername.html

Categories to Add or Modify

  • Ensure the following categories exist for the client:
    • Email
    • Hardware
    • Maintenance
    • Network
    • Other
    • Phone
    • Printer
    • Software
    • Employee New Hire
    • Employee Termination

Monitors and Alerts

Employee Section Alerts

For all employee-related alerts:
Confirm PC Name, Category, Ticket #, and Organization are included in the Ticket Attributes section of each alert.

End User Section Alerts

Add the following header notice to end-user alerts:
Please ensure you provide the computer name, the best time for remote access, the steps required to replicate the issue, and screenshots when possible.

Additionally:

  • Add Category to the Ticket Attributes list.

Custom Attributes Setup

Add the following custom attributes in this exact order (order matters here):

  1. Computer Name – text_field
  2. Contact Number – phone
  3. Last Name – text_field
  4. First Name – text_field
  5. If a PC, when is the PC available for remote access? – text_field
  6. What are the steps to recreate the issue? – text_area
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