Advanced Settings

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• Language: Global language for the system, each user can have a language defined and this prevails over the value defined here.
• Sitename: Name of the site, visible in the title of all windows and in the subject field of all messages.
• Enable error lor: File with the error log integria.log .
• Timezone for Integria IMS: Defines the time zone.
• List of IP addresses with access to API: List of IP addresses with access to the API separated by commas. A * means “any”.
• API password: Password needed to make requests via API.
• First day of the week: First day of the week for calendars and other uses of the application.
• URL update manager: Integria IMS update server address.
• Login hash password: Used to generate a unique URL to be used for pre-authentication.
• Enable HTTPS access: Configure Integria IMS to use HTTPS and thus encrypt communications.
  • When activating the HTTPS protocol and increasing security in the transport layers, it will be necessary to add a verification of the OpenSSL certificate. To do this, the following line must be added to the php.ini file:

openssl.cafile=/etc/ssl/certs/certificate_name.ca-bundle

• Access port: Configure the server access port number, default value 80.
• Public access to server: Public access URL to the server, it can be an IP address or a URL address.
• CSV encoding type: Default encoding type for .csv files (see Separator data in CSV)
• Enable Update Manager checks: Enables Integria IMS update notifications available.
• Maximum direct download size (MB): Defines the maximum size of a file to download in the application.
• Max. upload file size: Defines the maximum size of a file to upload to the application. If you have a lower size in the system (php.ini) this limit may not be respected.
• Max. Upload file size in CRM (MB) and Max. Upload file size in incidents (MB): Defines the maximum size of a file to upload to the application in the ticket and CRM sections.
• Separator data in CSV: Data separator in CSV files, default value is the comma , .
• Temporary directory of pdfs: Directory to store temporary files in PDF type reports.
• Hide version: Hide the version in both the footer and the login screen.
• Show modal last time logged: Shows each user the date and time of their last login (modal form).

From version OUM 103 onwards, the Theme token is available, both for general configuration and at user level. The light theme, Default (Light), is set by default as the global theme and for users that global theme is set by default. Unless otherwise specified, all other configuration values refer to that particular light theme. For the dark theme (dark theme) specific tokens have been set.

• Favicon: It allows you to set an icon (generally 16 by 16 pixels) as a favorite.
• Block size for pagination: Number of elements per page in listings. It is recommended to use low values to avoid performance impact .
• Global dashboard (welcome message): It allows to place a dashboard as initial screen (optional).
• Font for ITSM: Font type, both for the interface and for PDF files.
• Global search limit: Number of items that will appear in listings when any search is used.

• Min. size password: Minimum length that the password must have.
• Password must have numbers: The password must contain numbers.
• Password must have symbols: The password must contain symbols.
• Password expiration (days): Password expiration time, in days.
• Force password change on first login: Force password change on first login.
• User blocked if login fails (minutes): User blocking time, in minutes, when the login failed (after the retries configured in the next field).
• Number of failed login attempts: Number of failed login attempts.

• Show ticket owner and Show ticket creator: Show ticket creator and show ticket owner in ticket listing and search views.
• Max. tickets per search: Maximum number of tickets per search, this limits the results in ticket search to avoid performance hits. Between 200 and 500 is recommended.
• Enable quick edit mode: Allows you to quickly edit some elements of the ticket (owner user, criticality, status) without going into full edit mode.
• Show user name instead of ID in the ticket search: Show the real user name instead of the identifier in the ticket search.
• Format date: Two date format options, long yyyy/mm/dd h:m:s (default option) and approximate (for example: 1 day, 2 hours).
• Completion date WU: Checking this option will show the Completion Date field in the Workunits (WU) of the tickets. This date can be different from the Workunit creation date.
• Sort work units by completion date: Sort WU by completion date (in the WU list of a ticket).
• Most recent comments at the bottom: When enabled, the most recent comments and the input field to add new ones will be displayed at the bottom of the incident view.

• Disable ticket score: Disable ticket score.
• Enable IW to change creator: Enable IW to change creator, users with that access bit will be able to change ticket creator.
• Editor adds a WU on ticket creation: A Workunit (WU) is added automatically when creating a ticket.
• Allow to change the ticket type: Allow to change the type of ticket, if it is deactivated it will not be possible to change the type once created.
• Allow to configure the date/time when creating it: Allow to define the time and date of the ticket at the time of its creation.
• Ignore user defined by the group for the owner: Allows you to ignore the user defined by the group for the owner.
• Ticket type required: Forces to choose a ticket type.
• Ignore creator user by default: If enabled, it allows the default creator user to be ignored and must be specified manually.
• Allow to change creator and owner: Allow the modification of the creator user and the owner user.
• Allow external users to modify their tickets: Allow external users (not grouped) to modify their tickets.
• Ignore group template for the issue creator: Ignore group template for the issue creator.
• Creator can see every user: The creator user will be able to see all users, even from other groups.
• Automatically assign ticket: Based on the group assignment rules, allows to auto assign ticket
• Issue editor is the first editing user: If checked, the ticket editor user will always be set asthe user who first edited the ticket.
• Change to assigned status if owner adds a note in the ticket: Change the assigned status if the owner adds a note in the ticket.

• Automatically close ticket: Number of hours after which a ticket will be closed automatically.
• Ticket WU default time: Default value used when entering a work unit, in units of hours. Example: 0.25 will be 15 minutes.
• Sending email when managing WU: Sending email when managing WU.
• Default internal work units: Default internal work units.
• New WU are always public: Activation of comments as always public.

• Check closed tickets when running workflow rules: This option is used for Workflow rules to process closed tickets.
• Days to check closed tickets: If the previous field is marked, the tickets closed in the last XX days will be taken into account.

Except for tokens 1 and 2, all the others are active by default.

1. Masking email addresses: Mask email addresses. With this option enabled, email addresses that are in the ticket content will not be displayed.
2. Send all attachments for each issue update by email: Sending all the attachments associated with the ticket in each update made by email.
3. Send email for each created ticket: Send email for each ticket creation.
4. Send email for each closed ticket: Send email for each closed ticket.
5. Send email for each update of the issue status: Send email for each update of the ticket status.
6. Send email for each update of the issue owner: Send email for each update of the ticket owner.
7. Send email for each update of the issue priority: Send email for each update of the ticket priority.
8. Send email for each update of the issue group: Send email for each update of the ticket group. This configuration can be general or specific by group. In order for it to be specific by group, it is necessary to configure it in the edition of the group itself.
9. Send email for each update of the issue in other fields: Send email for each update of any of the other fields of the ticket.
10. Send email for each created work unit: Send email for each created Workunit.
11. Send email for each added attachment: Send email for each added attachment.
12. Send email for each validated work order: Send email for each validated work order.

Status and Resolution

Ticket status labels and resolutions can be modified. It is important to take into account that even if the label changes, the logic associated with the states remains the same, so the SLA rules, Workflow, or colors of the tickets according to their status (new/closed) will remain the same.

Weekends are working days

Non-working days are used to define local/national holidays, etc. They are not taken into account in the SLAs (except those that also include holidays), and they are displayed differently in the calendars.

Special day

Select a day from the calendar and press the Add button to add it as a special day. After having added it, it will appear listed below along with the other additions, next to each item there is a trash can icon where you can click to delete the corresponding special day.

Sending mail (email) is used, for example, when there is a change in a ticket or an SLA is breached.

Receiving emails is only necessary if you use the creation and management of tickets by email.

• Notification period: Notification period, minimum time in hours that must pass between two SLA notifications.
• System email from address: Email address from the system, it will be the sender that will be used when sending emails from Integria IMS.

If left blank, it will try to use a local mail system postfix/sendmail (if enabled).

The common fields, independent of the encryption type (except when OAuth 2.0 is used in the Encryption field), are:

• SMTP Host: Location of the post office.
• SMTP Port: Port number to send mail.
• SMTP user: Username.
• SMTP password: User password.

The fields for configuration inIIMS list are:

• SMTP queue retries: Retries to send the mail queue. If this number is exceeded, the mail in the queue will be marked as incorrect.
• Max. pending emails: Maximum number of pending emails. If this number is exceeded, it will display a warning in the system notice area to indicate that there may be a problem in sending emails.
• Max. emails sent per execution: Maximum number of emails sent per execution, thus limiting the maximum number of emails in each periodic execution of the maintenance script.

• Encrypted with STARTTLS:

• Encryption method: STARTTLS.
• SMTP Host: smtp.gmail.com
• Port: 587 (25 could also be used).

• SSL/TLS Encryption

• Encryption method: SSL/TLS
• SMPT Host: smtp.gmail.com
• Port: 465

• Encryption method: STARTTLS.
• SMTP Host: smtp-mail.outlook.com .
• Port: 587 (25 could also be used).
• Compatibility: Outlook.

• Encryption method: OAuth 2.0.
• User ID: User identifier.
• Client ID: Application identifier registered with Microsoft.
• Tenant ID: Allowed values are tenant ID for tenant ID or domain name, common for both Microsoft accounts and work/school accounts, organizations for accounts only professional or educational and consumers only for Microsoft accounts.
• Secret: User's private token.

• Encryption: None for sending without encryption or encrypted with SSL/TLS, SSLv2, SSLv3, or STARTTLS.
• Name: DNS name or IP address of the mail server.
• Port: Port on which the mail server is listening.
• User: User configured in the mail server.
• Password: Password configured for the user indicated above.

IMAP:

• POP/IMAP Host: imap.gmail.com
• POP/IMAP Port: 993
• POP/IMAP user: Email mailbox of the user.
• Select IMAP or POP: IMAP.
• Compatibility: Compatibility with Gmail.

POP:

• POP/IMAP Host: pop.gmail.com .
• POP/IMAP Port: 995 (POP)
• POP/IMAP user: Email mailbox of the user.
• Select IMAP or POP: POP
• Compatibility: Compatibility with Gmail.

To configure the “Management of email queues by groups” you must add a domain filter in the Email origin field that matches what is established here.

IMAP:

• POP/IMAP Host: imap-mail.outlook.com
• POP/IMAP Port: 993
• Select IMAP or POP: IMAP
• Compatibility: Compatibility with Outlook.

POP:

• POP/IMAP Host: pop-mail.outlook.com .
• POP/IMAP Port: 993 (IMAP)/995(POP) .
• Select IMAP or POP: POP/IMAP .
• Compatibility: Compatibility with Outlook.

To configure the “Management of email queues by groups” you must add a domain filter in the Email origin field.

IMAP:

• Name: outlook.office365.com valid for both POP/IMAP.
• Port: 993 (IMAP)/995 (POP).
• Protocol selection: POP /IMAP.
• Compatibility: Office 365.

POP:

• Name: outlook.office365.com valid for both POP/IMAP.
• Port: 993 (IMAP)/995 (POP).
• Protocol selection: POP /IMAP.
• Compatibility: Office 365.

To configure the “Management of email queues by groups” you must add a domain filter in the Email origin field that matches what is established here.

• Encryption: You can configure the POP/IMAP server without encryption or encrypted with SSL/TLS, SSLv2, SSLv3 or STARTTLS.
• Name: IP or DNS address of the POP/IMAP server.
• Port: Port number on which the POP/IMAP server is listening.
• User: User configured in the mail server.
• Password: Password configured for the user indicated above.
• Protocol: POP or IMAP.
• Compatibility: Others.
• Accept all certificates: Checked if you want to accept any certificate, even self-signed ones.

The emails sent by Integria ims are queued until the maintenance script sends them, by default every 5 minutes. To adjust this behavior there are a series of special parameters, as well as a queue manager for pending shipments.

• Email header: It will be used in any automatic email from Integria IMS. It does not support macros.
• Footer of the email: It will be used in any automatic email from Integria IMS. It does not support macros.

This system allows you to see the emails pending delivery and their status. We can also delete the current queue and/or resend those emails marked as invalid, and emails can be selected for said operation individually by selecting the associated box.

This section is used to edit the email templates that Integria IMS will use to compose emails as well as the templates for the subject of the message. The email templates are generic and are used for all groups.

To edit a template choose one and press the edit button. You can see that there are some special flags, like _sitename_ that we call macros. Macros are variables that will be replaced at the time of composing the message by a specific real value. The following macros are currently defined:

• _sitename_ : Site name, as defined in Setup.
• _incident_title_ : Title of the ticket.
• _username_ : Name of the user who receives the mail (login name).
• _fullname_ : Full name of the user who receives the mail.
• _incident_id : Ticket identifier.
• _url_ : URL of the ticket.
• _creation_timestamp_ : Date and time of ticket creation.
• _update_timestamp_ : The last time the ticket was updated.
• _owner_ : User who controls the ticket.
• _group_ : Group assigned to said ticket.
• _author_ : Creator of the ticket.
• _priority_ : Priority of the ticket.
• _status_ : Status of the ticket.
• _resolution_ : Resolution of the ticket.
• _time_used_ : Total time spent on this ticket.
• _incident_main_text_ : Main descriptive text of the ticket.
• _wu_user_: User who reports a unit of work.
• _wu_text_ : Text of the unit of work.
• _havecost_ : For reports of the project work unit exclusively.
• _taskname_ : For project reports only.
• _projectname_ : For project reports only.
• Custom field templates: This allows the name of the fields you add to be included as a macro when creating an object type, which will display the value of said field: _custom field name_.

This option is used to “hide” certain parts of Integria IMS from user groups. The following levels of visibility can be configured for each section and user group:

• Hidden: It will not be shown for those users who belong to the indicated group.
• Complete: Users belonging to the indicated group will have full access to the section.

Additional Information:

If a section does not have any visibility settings, by default access will be Full for all users.

Each section is associated with a profile, this being the one that is checked together with the user's group to find out if it has visibility or not, the associations are as follows:

• Projects ⇒ 'PR'.
• Tickets ⇒ 'GO'.
• Inventories ⇒ 'VR'.
• BC ⇒ 'KR'.
• File releases ⇒ 'KR'.
• Phonebook ⇒ 'AR'.
• People ⇒ Any profile.
• Work Orders ⇒ 'WOR'.
• Configuration ⇒ Any profile.

If the user is an administrator they will always have full access regardless of the menu visibility setting.

If a user has profiles in multiple groups that have different levels of visibility in a section, the visibility for that user in that section will be the least restrictive.

If a visibility level is created for a section by selecting all groups (group All), all settings for that section will be removed, leaving only the one entered.

This section controls both the inventory options and the remote inventory management (data processing sent by Pandora FMS agents to Integria IMS, without the need to install Pandora FMS).

• Duplicate Inventory Names: Allows the option to have inventory item names with the same name. Option disabled by default.
• CSV Import Support: If the option is disabled it allows CSVs to be displayed as a report showing the inventory items previously selected by the user as they appear in the list. By default it will be active to allow import.

Inventory data processing from Pandora FMS agents

• Default Owner: Default owner for those objects.
• Associated company, and associated user: Companies with access to those objects, and users with access to those objects.

Authentication type: LDAP, Active Directory, or local. Whether LDAP or AD is used.

Users of type admin will be the only ones that work “locally” without authenticating against LDAP, so that if there is a problem in the connection with LDAP for user validation, administrators will always be able to access the tool.

If the LDAP or Active Directory login is configured, Integria IMS will “ask” these platforms if the user exists and the password is correct, making a login attempt through an LDAP query. If successful, it will allow the user access to Integria IMS.

Settings:

• Session timeout: In seconds.
• Automatically create remote users: So that new users can access the tool from the first attempt if they have an LDAP/AD user. If it is not enabled, the user must already exist in Integria IMS, and the password must match the LDAP password.
• Auto create profile: Profile to assign to automatically created users.
• Autocreate group: Group assigned to the user created automatically, with the profile used in the previous field.
• Automatically create a blacklist: List of users, separated by commas, that will not be able to access.
• LDAP/AD Server: IP address or FQDN of the LDAP/AD server.
• Port LDAP/AD.
• LDAP version (LDAP only).
• Start TLS: Will use the Transport Layer Security (TLS) protocol in communications between client and server to encrypt communications.
• Base DN (LDAP only): Distinguished Name (DN) used by the LDAP server. For example: ou=People,dc=example,dc=com.
• Login attribute (LDAP only): Login attribute used by LDAP during the authentication process. Byexample UID (User Identification Code).
• Domain (AD only).

Double authentication has been positioning itself for years as one of the best options to increase the security of a user account. Integria IMS incorporates this functionality by integrating with the Google® solution, called Google Authenticator®.

Requirements

First, to use this functionality, the administrator will need to enable double authentication in the authentication section of the IIMS Web Console global settings. It will also be necessary to have the code generator application on a mobile device that you own. To know where and how to download it:

You must have superadmin rights to access the configuration options. From the main menu go to Setup → Setup, then click Authentication configuration. Click on Activate double factor authentication.

Integria IMS will generate an authentication key and will also show it by means of a QR code.

Using the application you downloaded and installed, give back to IIMS for the resulting code. Click the Validate code button.

If the code is correct you will get something similar to this:

Your session will be closed and you must enter your credentials again and when they are validated you must enter the generated code, for that specific moment, and thus end the double authentication.

In case you need to reset the double auth code, use the Restart double auth code button. This can also be done from the People menu → Edit my user and also in User management for the rest of the users.

An email with a link will be sent to you and you will have 15 minutes to click on the link.

In the configuration section, you can find a tab for CRM administration:

You can activate or deactivate the automatic generation of invoice ID, and modify its structure:

In the Invoice ID pattern field, a text string is stored that will be used as a pattern to generate the identifiers. This pattern will contain a fixed and a variable part. The variable part must be numeric and will serve as the first element from which to calculate a sequence. The variable part will go between square brackets. The rest will be constant in all invoices.

Pattern example: 15/[1000]

In this case, the first three invoices to be generated will be 15/1000, 15/1001 and 15/1002.

The generation of invoice identifiers is applied only to invoices of type Sent.

You can also modify the data of your invoices, including the logo (to upload images, you can do it using the integrated file manager, in Settings → File manager), in the Custom logos folder .

In the CRM configuration section you can also change the name of the lead statuses to customize your pipeline.

Allows the system to specify how to manage historical information.

• Days for event deletion: Old events will be deleted from the indicated days. If the indicated value is zero 0, the data will never be deleted (this applies to all other options in this section).
• Days to delete closed tickets: Tickets with a closing date older than the indicated days will be deleted. The related data will also be deleted.
• Days to delete Work Units: Work hours older than the indicated days will be deleted, as long as they belong to disabled projects.
• Days to delete work orders: Work orders with an update date older than the indicated days will be deleted.
• Days to delete audit data: Audit data older than the indicated days will be deleted.
• Days to delete sessions: Sessions older than the indicated days will be deleted.
• Days to delete Workflow events: Old workflow events will be deleted from the indicated days.
• Days to delete old shared files: Uploaded files that are older than the indicated days will be deleted.
• Days to delete file tracking data: File tracking data older than the indicated days will be deleted.
• Days to delete backups.
• Days to delete invalid emails that could not be sent.
• Scheduled Report Deletion Days.

The Restore to default values option will restore the initial values of all the configuration parameters in this section.

• Users without completion of UT: List of users who do not have autocompletion of work hours, separated by commas.
• Work hours per day: To calculate metrics.
• UT Autofill (days): This feature will autofill UTs on unallocated days for all users except those listed in Users without UT completion. Days to auto-populate backwards from the current time. If not specified manually, the working hours will be auto-filled by default. The entered hours are not assigned to any task in any project, but to “Unexcused” hours. For example, if you set 15 days, these will be populated with the number of Work Hours per Day, for all days where the entered hours are less than that number, for the previous 15 days from the current date. .
• Default time for a project WU: When creating a WU, it will use that amount of time by default (in hours).
• Default currency.
• Total vacation days: Number of vacation days that will be used for the corresponding calculations in the vacation report section.

In this section we must introduce the Integria IMS license. Once entered, we will press the Update license button so that Integria IMS verifies if it is valid.

If we click on the padlock we can see the details of our license.

If the maximum number of users allowed for the license is exceeded, user login will be automatically disabled.

Once the license is corrected or extended, we simply have to return to this section and click on the Allow login (login) button.

To activate the eHorus remote management system.

To activate ChatBot and configure the server and channels.

For the integration with GitLab we need an access token that belongs to a GitLab user with permissions to view the project tickets that interest us.

Creating personal access token in GitLab:

1. Login to GitLab.
2. In the upper right corner, select the avatar icon.
3. Edit profile.
4. Access tokens.
5. Enter name and optional expiration date for the token.
6. Select the desired areas.
7. Keep the personal access token in a safe place. After leaving the page, we will no longer have access to the token .

 We also need the URL of the project. Example:

https://example.es:8080/api/v4/projects/1/

And the base URL of the images to be able to load the images that contain the tickets in their description and in their comments. Example:

https://example.es:8080/artica/integria/

CoSee “Integria IMS Update”.

The file manager is used to upload and delete files to the internal system of Integria IMS. This is useful for conveniently uploading new logos or user avatars. It is also the easiest way to upload new files to the file distribution system integrated in Integria IMS. These files are located in the /attachment/downloads directory.

To upload avatar images, you can do so in the /images/avatars directory.

You can change the default icons in the /images directory.

Allows you to add small system news, which will be visible to all users when they enter. Useful, for example, to notify of changes in the platform or notices about interventions, disconnection of the service or others.

It is a direct interface against the system database, in SQL.

It will be possible to add and remove links that will be displayed in the Links section of the main menu.

History of events that have occurred in the system, such as the sending of scheduled reports, execution of cron tasks, system failures, etc.

This log will reflect all the actions of each user in each section. If someone modifies a customer's data, it will be known when and what was changed. If someone deletes an invoice, it will be known when and what invoice, and so on. Allows you to search for a specific substring.

Displays the error log (if it is enabled), useful for identifying possible system code errors. In the event of a query or ticket, you must provide the latest entries (by date) of this registry.

Allows you to change any text that appears in the Integria IMS interface for a personalized one.

In the interface there is a combo in which you can select the language you want to modify and a free field to search for the text. The search is carried out on the original language, which is English, all the translations are based on this language.

Define a home screen with links to specific sections of Integria IMS or external pages:

It can be visible either as a new section of the upper horizontal menu or as the Integria IMS home screen.

It is global to the system, appearing as the main one when logging in or clicking on the upper left logo of the tool. The editor allows us a high level of customization of the screen and the widgets to be displayed.

The backup section allows Integria IMS users to make backup copies of their attached files and their database manually or on a scheduled basis.

The first consists of a list of existing backups in your backup folder within the Integria IMS directory. From here you can delete a backup, download it to your machine or restore your Integria IMS system from a backup on the list (special care must be taken when performing this action as the backup will replace the database information with the one you had at that time). backup, making the information added between the backup and the system in its current state disappear).The second section allows programming so that, after a specific time, a backup of your Integria IMS system is made. For the creation of a backup schedule, you must include a name for the schedule, a backup mode (there are three modes, database only, attachments only, or both), a backup frequency (weekly by default), and a backup address. email to which notifications will arrive if something goes wrong with this backup. Also in the same section tendWe will make the schedule list available for editing or deletion, as appropriate.

The third and last section is in charge of performing manual backups at the moment, giving the possibility of creating a backup with the desired name and mode (and optionally an email address for error notifications) instantly without having to wait for a schedule. This backup will be created in your backup folder within the Integria IMS directory and will be available in the list of backups.

It also has the possibility of uploading our own previously downloaded backups, these must have the same structure that the tool generates to maintain consistency and not be previously in the database.

This is a highly sensitive functionality, we recommend always having the backups physically (in addition to their corresponding folder within the Integria IMS directory) to have a backup copy if something goes wrong in the system restore process to a previous version.

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