Configuring Sections

Configuring Sections

This part of the documentation explains every section in a TekReady engagement —\nwhat it captures, why it matters, how to fill it in, and what its data controls\ndownstream in your ITSM tool.

Every section follows the same shape:

• One configuration page in the TekReady UI.

• The same four-state approval lifecycle (Draft → Submitted → Manager\n Approved → Final). See The Engagement Workflow for the rules.

• An optional Due by date so the team knows when delivery is\n expected.

• A full audit trail of every change.

Two sections are exceptions to the approval lifecycle: Workflows\nis a roll-up (approved per row, not section-wide), and Notes has\nno approval flow at all (edits land directly — see the Notes page for why).

The sub-pages below cover the sections in the order most engagements walk them.\nClick into the section you’re working on:

• Active Directory — field mappings and key-field roles\n that bridge AD to your ITSM tool’s user records.

• Email Responses — the canned reply templates customers see\n when a ticket changes state.

• Groups & Technicians — the technical groups that own\n incidents and requests, and the people in each.

• Service Levels — response and resolution targets,\n service hours, and holiday calendars.

• Priorities — the Impact, Urgency and Priority Matrix that\n drives every ticket’s P-level.

• Workflows — the per-row lifecycle steps for each request\n type.

• Defaults — the fall-back values used when a ticket\n can’t be otherwise classified.

• TSA Incoming Email — the email-to-ticket parser\n configuration for tickets created by email.

• Incident Categories — the symptom / fault classification\n every reported problem rolls up to. Supports a per-engagement prefix and a\n variable number of hierarchy levels per row, plus XLSX template\n download / upload for bulk editing.

• Request Categories — the service-request catalogue\n customers can ask for, with the same prefix + variable-level model as Incident\n Categories.

• Notes — free-text engagement notes split into\n HLD Notes (appear in the generated document) and Internal Notes\n (Tekwurx-only). No approval cycle. The generated document is the High-Level Design,\n produced as a Word .docx in your chosen language (English, French, German,\n Spanish or Italian) — see Generating & Downloading the HLD.

Integration sync

Once the Incident and Request category sections are Final, the catalogues can be\npulled by external ITSM tools. See Integrations — EasyVista catalog sync\nfor the JSON pull endpoints and EasyVista Easy Connect setup steps.