What Are the Common Administration Tasks in ABM Service?
This page lists the tasks the system administrator, ABM user number 1, does most often, grouped by the screen they are done on. Every one starts from the ABM Service menu: open it with Menu on the Home screen, or Navigation menu at the top of the filters panel on the Calls, Customers or Scheduler screen, and look under Administration.
How do I find and hand over the administration screens?
The administration screens are under Administration in the ABM Service menu, and only ABM user number 1 has them.
- Find the administration screens — open the ABM Service menu and choose Database, Sign-in or Customer sign-ins under Administration; it is the same in the ABM Service desktop app. Full steps: What Does the System Administrator Do in ABM Service?
- Make somebody else the administrator — ABM Service has no setting for it: the Administration menu always belongs to ABM user number 1, so the job goes with that sign-in. Full steps: What Does the System Administrator Do in ABM Service?
- Explain to a colleague who opened an admin page — anybody other than user 1 sees the heading This page is for the system administrator and one sentence saying the screen is user 1's, which means they followed a link meant for you; nothing was shown or changed. Full steps: What Does the System Administrator Do in ABM Service?
How do I apply the database changes ABM Service recommends?
Recommended database changes are applied on the Database screen, under Administration in the ABM Service menu, at a quiet moment.
- Apply the recommended changes — on the Database screen, select Apply under the list of changes, such as Apply 3 changes, and wait while it counts through them. Full steps: How to Apply Recommended Database Changes
- Choose a good time — apply them when few people are working, because each table is locked for a few seconds while its change is made; nothing breaks while they wait. Full steps: How to Apply Recommended Database Changes
- Stop part of the way through — select Stop after this one on the Database screen; the change in progress finishes and no more start; carry on with Apply the remaining while you are still on the screen, or Apply with the new count after you have left it. Full steps: How to Apply Recommended Database Changes
- Get rid of the banner at the top of every screen — apply the last waiting change on the Database screen; the banner has no close button and goes by itself. Full steps: What Is the Recommended Database Changes Banner?
- See what was applied before — open History on the Database screen for every change applied or attempted there, newest first. Full steps: Using the Database Screen
- Retry a change marked Not done — read the reason on its line on the Database screen; a busy table is retried later with Apply the remaining, and a change refused by SQL Server goes to your support team with the exact sentence. Full steps: Why Was a Database Change Not Applied?
- Deal with The database is being updated — wait a moment and select Try again; only when it says the database could not be brought up to date do you send the whole sentence to your software supplier's support team or IT contact. Full steps: What Does "The Database Is Being Updated" Mean?
How do I control how people sign in over the web?
The authenticator app rule and resets are on the Sign-in screen, under Administration in the ABM Service menu.
- Turn on authenticator apps for everybody — on the Sign-in screen, choose Required under Authenticator app; it is saved at once and people meet it at their next sign-in over the web. Full steps: How to Choose Whether People Need an Authenticator App
- Ease people in first — choose Optional on the Sign-in screen so anybody may set one up from Authenticator in their menu, then change to Required later. Full steps: How to Choose Whether People Need an Authenticator App
- Make everybody meet a new rule today — changing the setting signs nobody out, so ask whoever looks after your ABM Service server to restart it, which ends every web sign-in. Full steps: How to Choose Whether People Need an Authenticator App
- Turn authenticator apps off again — choose Off on the Sign-in screen; nobody is asked for a code, and what people set up is kept for later. Full steps: How to Choose Whether People Need an Authenticator App
- Reset somebody who lost their phone — on the Sign-in screen, select Reset beside their name in the People list, then Reset it. Full steps: How to Reset Someone's Authenticator App
- See who has set one up — read the People list on the Sign-in screen: each name says Set up on a date or Not set up. Full steps: How to Reset Someone's Authenticator App
- Get back in after losing your own phone — your own row has no Reset, so ask whoever looks after your ABM Service server to clear it; the ABM Service desktop app does not ask for codes meanwhile. Full steps: How to Reset Someone's Authenticator App
How do I give a customer access to the Customer portal?
Customer portal access is set up on the Customer sign-ins screen, under Administration in the ABM Service menu.
- Create a sign-in for a customer — on the People tab, press Add someone, fill in Email, Name and the accounts under Customers, and press Create the sign-in; the customer then sets their own password with Set your password. Full steps: How to Give a Customer Access to the Customer Portal
- Link a sign-in to a head office's several sites — pick each account under Customers, or choose An SQL filter for a customer group and press Preview before saving. Full steps: How to Choose Which Customers a Sign-in Reaches
- Let a customer log or edit calls — open their sign-in, tick Log a call or Edit their calls under What they may do, and press Save. Full steps: How to Set What a Customer May Do on the Customer Portal
- Show or hide balances and invoices — tick or untick See balances and See account history under What they may do on their sign-in, and press Save. Full steps: How to Set What a Customer May Do on the Customer Portal
- Choose which calls a customer sees — set Call statuses they may see and Call types they may see on their sign-in, or leave them As the defaults. Full steps: How to Choose Which Call Statuses and Types a Customer Sees
- Explain why a customer cannot see a call they logged — a new call is Open, so it shows on their list only if their sign-in may see that status. Full steps: How to Choose Which Call Statuses and Types a Customer Sees
- Change the settings for every customer — select the Defaults tab, change what you need and press Save the defaults, which signs every customer out. Full steps: How to Set the Customer Portal Defaults
- Hide old calls from every customer — set Do not show calls logged before on the Defaults tab and press Save the defaults. Full steps: How to Set the Customer Portal Defaults
How do I manage an existing customer's sign-in?
Changing, resetting, switching off and deleting a customer's sign-in all start with Open on their line on the People tab of the Customer sign-ins screen.
- Find a customer's sign-in — type part of their name or email address into Search by name or email on the People tab. Full steps: Using the Customer Sign-ins Screen
- Reset a customer's password — open their sign-in, type the new password in New password and And again under Set their password, and press Set the password. Full steps: How to Set or Reset a Customer's Password
- Switch a customer back on after Forgot password — confirm with them that they asked, then open their sign-in, tick Access granted and press Save. Full steps: How to Set or Reset a Customer's Password
- Stop a customer signing in — open their sign-in, untick Access granted and press Save; this can be undone. Full steps: How to Turn Off or Delete a Customer Sign-in
- Delete a sign-in — press Delete and then Delete it on the opened sign-in; a sign-in that has logged calls cannot be deleted, so untick Access granted instead. Full steps: How to Turn Off or Delete a Customer Sign-in
- Change the email address a customer signs in with — change Email on their sign-in and press Save; their password stays the same. Full steps: How to Turn Off or Delete a Customer Sign-in
- Work out why a customer cannot sign in — ask for the exact message they see on the Customer portal's sign-in page and match it to the fix on their sign-in. Full steps: Why a Customer Cannot Sign In to the Customer Portal
- Fix "No customer account is linked to this sign-in" — open their sign-in, pick their accounts under Customers, and press Save. Full steps: Why a Customer Cannot Sign In to the Customer Portal