The Beetil Blog
Blog » Archive for the ‘Hints and Tips’
Images can now be inline
August 18th, 2010 by Greg
You’ve always been able to upload attachments into text areas in Beetil. While that was good, it would have been even better if those images or attached documents could be put inline with the relevant text.
We’ve made some enhancements and now you can do exactly that - you can now place your attachments inline with [...]
How To: Multi-Tier Support with Beetil
April 21st, 2010 by Luke
We’re often asked if Beetil has multi-tier support built-in, and how to escalate an incident from first-level support to second-level support. I’ll outline a method we recommend to best implement this within Beetil.
In Beetil Admin, create a new group for each of the layers of support you want to provide. In the screenshot below you’ll [...]
Making Your Customer Portal Nice and Shiny
February 2nd, 2010 by Luke
We’ve received a lot of recent demand regarding the ability to customize the Customer Portal, so naturally, we listened to our customers and come up with a solution.
We recently rolled out the first phase of these changes.
You can now select from a range of beautiful shiny customer portal templates. Due to popular demand, we’ve [...]
Email Integration Is Here!
January 5th, 2010 by Luke
Our latest release of Beetil includes one of our most requested features we’ve received so far- Email Integration!
So now that it’s finally here and ready to use, just how do you use it? Let’s explain.
Every user has a unique mail api key and this key must be included when sending email to Beetil for [...]
Getting Started with Beetil Time
November 19th, 2009 by Luke
Incidents take time to fix, Problems take time to identify, Changes take time to complete, Releases take time to carry out, almost everything in Beetil has an element of time to it, which is why we’ve implemented Time Tracking into Beetil!
Read more to find out how to get started with Beetil Time Tracking!
Getting Started With Configuration Management
September 25th, 2009 by Dan
What servers do you have? What licenses do you have? What will be affected if you take this router out of service? Who uses this application? Where is it hosted? What’s causing me the most trouble?
These are all questions that configuration management is supposed to answer. [...]
Getting started with the Customer Portal
September 14th, 2009 by Dan
In today’s increasingly electronic world, customers expect demand self service capabilities, and they demand excellent customer service. As a result, the need to seamlessly interface with your customers is becoming an increasingly important requirement when considering service management platforms.
Beetil duly obliges with it’s customer portal.
Think of the Beetil customer portal as a [...]
Getting Started with Change Management
September 3rd, 2009 by Dan
How many times have we all heard that “the only constant is change”. Well, you’d better get used it. And you’d better get good at it. Because it’s here to stay.
Before we talk about how Beetil deals with change management, let’s take a step back and ask why we need change [...]
Getting Started with Problem Management
August 18th, 2009 by Dan
“Houston, we have a problem!”
Actually, it was more of an incident. But let’s not go there.
We like to think of problems as “things that you know are wrong” with particular systems or services. The idea behind problem management is to minimize the impact of these problems on the organisation.
To the newcomer, [...]
Getting Started with Incident Management
July 15th, 2009 by Dan
Incident Management is where most people tend to start out with their service management.
ITIL formally defines the primary goal of incident management process to be to restore a normal service operation as quickly as possible and to minimize the impact on business operations, thus ensuring that the best possible levels of service quality and availability [...]