Installation

SYSTEM REQUIREMENTS

Mint Service Desk runs with Docker (a computer program that performs operating-system-level virtualization, this means that a virtual machine will be deployed in your server in order to have your MINT Service Desk up and running.

GETTING STARTED

Please remember that Docker Compose is needed for Mint Service Desk installation. In Windows it is included in Docker installer file by default, but in Linux you have to manually install it.

NETWORK AND PORTS

Application exposes two services which are available outside of docker network. This services by default occupies two ports. If you want to, you can modify them by editing the docker-compose.yml in a text editor

DNS SERVER

In order to expose Mint to the outside network the DNS server must be configured to point to these ports. Later, you will be prompted to specify this domain names.

DOMAIN NAMES

Domain names need to be provided in format protocol.

FIRST LOGIN

Type your previously defined Mint Web Client URL on your web browser and login with the default admin account credentials (remember to change it.

Web Interface

LOGIN PORTAL

The Mint Web Client URL leads you to the login portal, to ease the user management, all the users can login in the same page and the system will open the proper session based on the assigned role.

BASICS

All users have the same section to change their profile settings, after a successful login, you will find an action bar on the top, including the button to hide/show the bar on the left, the new ticket action button and the profile. 

CUSTOMER

The customer portal is a user-friendly interface where customers can see their tickets, create new tickets, check assets available and their own assigned assets.

AGENT

Agent dashboard will display he tickets that you are able to see based on the agent rights.

Administration

SETTINGS

The MINT Service Desk administrator will lead you to the administration panel where you will find all the needed option to configure, change or adjust the configuration and parameters of your system.

QUEUES

The queues in MINT Service Desk are “containers” of tickets, you can define your queues based on resolution teams, departments, logical units, process and workflow interaction teams.

TICKETS

You can define different ticket types in MINT Service Desk, you can create types like: “Question” or “Complaint”, also types for ITSM processes like: “Service Request”, “Incident”, “Problem” and “RfC”.

ASSETS

In order to start configuring your structure of the Asset Management in Mint Service Desk you need to configure your “Categories” that are the main classes that will contain “Attributes” and “Groups of Attributes”.

DICTIONARIES

“Dictionaries” is the section where you can define all the values that you will use on attributes, the most common example is for dropdown fields where you need different values to be displayed.

REGEXES

Regular expressions are very useful if you want to limit the values stored in a field in the way that only some specific information can be added. There are some “Regexes” already defined in the system, but you can create new ones.

COMPANIES

If you provide support to many customers from different companies, in this section you are going to be able to manage them.

USERS

The main section to manage all users is this one. You will find all your users here in four sections: “Agents”, “Administrators”, “Customers” and “Unassigned”.

AGENTS RIGHTS

This section includes the roles and rights definition that you will later assign to users. Each role includes the access that a user can have for tickets and assets.

CHANNELS

In this section, all the configurations needed for the different communication channels included in MINT Service Desk can be done here.

LOGGER

All the activity in MINT Service Desk is saved in log files so in order to track issues or check the activity you can look for what you need.