General

Base URL

This is the base URL for the frontend application. All links created (for emails etc.) will be prefixed by this URL.

Organization name

The name that will be shown in the top menu

Enable manager approval functionality

Enable this setting if you want to enable functionality to require user manager approval for selected services or bundles before its provisioning (this is controlled on individual services / bundles).

Require manager of manager approval

By default the manager approval is required only for team members, not for line managers. Enable this setting if the manager approval is also required for line managers.

Hourly labor cost

The average labor cost per hour to calculate amount of saved money by executing services.

JWT expiration time

The number of hours it takes for Bearer tokens (issued for every user on authentication to Serviceboard) to expire. Default is 24 hours.

License

Outgoing Mail

This section helps you to configure your SMTP server. This server will be used to send all outgoing emails.

Secrets Store

Serviceboard provides two options for managing and storing your secrets which are used to authenticate to your integration services:

Internal Store

The secrets are securely stored and encrypted in your database and decrypted only when used (e.g. provisioning a service).

Azure Key Vault

Only non sensitive data is stored in your database for better user experience when working with Serviceboard, however the secrets itself (such as passwords, tokens, api keys etc) are stored in Azure Key Vault and are fetched only during service execution.

How to configure Azure Key Vault for Serviceboard.

LDAP Integration

This section helps you to configure your LDAP server. LDAP is the Lightweight Directory Access Protocol. It’s a hierarchical organization of Users, Groups, and Organizational Units - which are containers for users and groups. Every object has it’s own unique path to it’s place in the directory - called a Distinguished Name, or DN.

Manage the LDAP settings by navigating to Administration → Security → LDAP Configuration.

LDAP configuration

The following settings are available:

Server Details

User Search & Filters

User Attribute Mappings

Groups Synchronization

Test Connection

Tests ability to connect to your LDAP server. Also tests ability to authenticate test-user and shows result of mapping-test-user’s meta-data. You need to save the LDAP configurations above in order to test it. Note: test-user credentials are not saved in DB.

Users

User management section helps you to view and manage users by navigating to Administration → Security → Users.

Serviceboard provides roles model to empower users to perform certain actions. The following roles are available:

• Admin - Can manage permissions across the entire organization and other administrative functions available.
• Project Creator - Can create and manage owned enterprise projects.
• User - Can log in to the application, browse non restricted enterprise projects, manage projects with privileged access and consume available services.

Role can be changed from the user detail page.

Groups

Group management section helps you to view and manage groups for your organization by navigating to Administration → Security → Groups.

If you enabled the groups sync from LDAP, they will be automatically fetched and made available in Serviceboard. However, you also can create internal groups directly in Serviceboard.

Secrets

Secrets are used to authenticate to REST APIs of your integrations or external field inputs. Navigate to Administration → Security → Secrets to manage secrets.

Serviceboard currently supports the following secret types:

• Username/Password
• Token
• Bearer Token

Categories

Project Categories help you organize projects into meaningful buckets and used later for filtering or configuring default form values.

Navigate to Administration → Projects → Categories to view or create a new project category.

Fields

Fields is a feature which allows administrators to add additional information when creating a new enterprise project. You can manage the fields from Administration → Projects → Fields.

Fields can be set as optional/required, hidden/visible and can depend on each other.

Field Types

The following field types are available:

• String
• Text
• Number
• Single Select
• Multi Select
• Checkbox
• Radiobutton
• Date
• External (fetch data in real-time via REST API)
• Group Picker
• User Picker (fetch users from LDAP)

Default Values

Default values help you to prefill selected field values when a user is creating new enterprise project. This is especially useful for hidden fields. Default values can be defined globally or per Project Category.

Terms of Use

Terms of Use helps you define responsibilities of users owning an enterprise projects.

Navigate to Administration → Projects → Terms of Use to manage terms of use for enterprise projects.

Integration Templates

Navigate to Administration → Templates → Integrations to manage integration templates.

Integration templates helps you to define and manage integration definitions. An integration in Serviceboard is represented by a system (e.g. Jira Cloud, Sharepoint, MS Teams or any other system that provides REST API).

As the name describes, we are defining a system in general (e.g. Jira Cloud), not a specific instance of Jira Cloud yet.

This way, you can have just one integration definition and reuse it for as many systems or environments of the same type as you need, without reinventing the wheel again.

Service Templates

Navigate to Administration → Templates→ Services to manage service templates.

Service templates helps you to define and manage service definitions.

Service Types

Workspace

A service that results in creation of a workspace (e.g. Jira Project, Sharepoint Space..) and you can navigate to it by visiting a specific URL.

Automation

A service that just performs an action - automation (e.g. generate a report..).

Request

You can use the following format to use dynamic inputs (taken from what a user enters into the form):

param=#{fk_fieldkey}

Response

Process the data received on the response and store its values (e.g. in form of workspaces).

This is applicable only to the Workspace service type, and after each successful execution of the service, a new workspace is created in the section Home → My Workspaces or Projects → PROJECT NAME → Workspaces.

Additionally to dynamic inputs mentioned in the Request section above, you can use also JSON path or a fixed variable:

#{fk_integration_base_url} -> returns the URL of an integration instance
${$.xxx} -> parse the JSON response to get a value

Fields

Fields is a feature which allows administrators to add additional information when creating a new enterprise project. You can manage the fields from Administration → Templates → Services → SERVICE NAME → Manage Fields.

Fields can be set as optional/required, hidden/visible and can depend on each other.

Field Types

The following field types are available:

• String
• Text
• Number
• Single Select
• Multi Select
• Checkbox
• Radiobutton
• Date
• External (fetch data in real-time via REST API)
• Group Picker
• User Picker (fetch users from LDAP)
• Secret (hidden by default)

Default Values

Default values help you to prefill selected field values when a user opens a service form. This is especially useful for hidden fields. Default values can be defined globally or per Project Category.

Service Categories

Service Categories help you organize services into meaningful buckets and used later for filtering or configuring default form values.

Navigate to Administration → Templates → Services → Service Categories to view or create a new service category.

Integrations

Navigate to Administration → Catalog→ Integrations to manage integrations.

In compare to Integration templates, the integrations are the real instances of the given integration templates (e.g. your production instance of Jira Cloud running for example at https://SOMENAME.atlassian.net).

You can make integrations and all related services restricted and accessible only to authorized users or group of users.

Each integration has it’s business or technical owner, who the end users may contact in case of questions or asking for a access to restricted services.

Services

Navigate to Administration → Catalog → Services to manage services.

In compare to Service templates, the services are instances of real integrations and associated services (e.g. Jira Project, MS Teams channel, Trello workspace, Sharepoint space..).

You can make also individual services restricted and accessible only to authorized users or group of users.

Bundles

Navigate to Administration → Catalog → Bundles to manage bundles.

Bundles help you to organize multiple IT Services into a bucket for easier provisioning.

Service Dependencies

An IT Service can be dependent on execution of other IT Service in the bundle, wait for it’s response output and set input dynamically.

It helps you to minimize number of inputs and possible duplicated values to be filled by end user when requesting more IT Services in the bundle with same inputs.

Permissions

Same as integrations and services, you can make the bundles accessible only to authorized users or group of users.

Workers

Navigate to Administration → Scheduler → Workers to view active workers and work schedule for your organization.

A worker is virtual worker executing scheduled jobs. The list below represents available workers in Serviceboard:

Cron Jobs

Navigate to Administration → Scheduler → Cron Jobs to view cron jobs.

Cron Jobs execute jobs based on a defined schedule.. The list below represents available cron jobs in Serviceboard:

Jobs

Navigate to Administration → Scheduler → Jobs to view jobs.

Jobs are automated tasks scheduled for execution (run in background asynchronously). You can see only jobs scheduled in the last 30 minutes.

Example:

Activities

Navigate to Administration → Other → Activities to view or troubleshoot issues related to executing IT services.

Each IT Service execution shows the following information:

• Details - basic details about the IT Service execution

  • Project
  • Executed by
  • Started at
  • Completed at

• Inputs - inputs provided by end users

• Request - all details used for executing the REST API call

  • Method
  • URL
  • Secret
  • Body
  • Headers

• Response - HTTP response returned from REST API call

Audit Log

Navigate to Administration → Other → Audit Log to view audit logs of captured events by recording who performed an activity (empty if it was a system change), what activity, and how the system responded.

Example:

NPS & Feedbacks

Navigate to Administration → Other → NPS & Feedback to see and manage user feedback.

Net promoter score is a widely used market research metric that typically takes the form of a single survey question asking respondents to rate the likelihood that they would recommend a company, product, or a service to a friend or colleague.

Quick Links

Quick Links help you to manage sidebar navigation links (typically led to other systems) as a quick navigation for your end users.

Navigate to Administration → Add Link to create a new quick link.