Ports 22 and 161 need to be opened up for the assets that need to be discovered by tussom Discovery tool. Ensure that it has respective protocol like SNMP enabled and properly configured. If it is SSH, port 22 needs to be opened and access should be provided appropriately.

tussom offers following approaches to discover or scan assets - 

• SNMP
  
• SSH
  
• WMI
  

One can navigate to Service Config Management->CI Request Overview. All the requests used to create, modify or remove the CIs will be displayed here.

While creating Knowledge Base records, select Customer(s) who you would like to have access to. Once done, these Knowledge Base records will be visible only to the select Customer(s).

While creating new Knowledge Base records, one can select the Teams to which it will be restricted to. Once done, Support Agents of other Teams will NOT be able to view these Knowledge Base records.

Yes, while defining SLA, the SuperAdmin can set the SLA Type as Vendor. When done, these SLAs will appear while setting SLA Criteria for vendors.

Indeed. tussom offers to set SLA based on assets. It is optional. For instance, if an SLA is set based on Severity and Asset, it will compute SLA based on Severity and for that particular Asset which would be linked with ticket. However, if an SLA is set based on Severity only, SLA computed for any Assets linked with the ticket would be based only on Severity.

Yes, tussom offers a configuration screen to set Categories and Teams for which you intend to measure SLA compliance. Based on the roles and permissions, these dashlets displaying Category based SLA Compliance and Teams based SLA Compliance are displayed on your dashboard.

When a ticket is put in 'On Hold' status, the SLA gets paused. The Support Agent may start working on it after some time by updating the status from 'On Hold' to 'In Progress'. When he does so, the SLA gets resumed and the computation is considered for the remaining SLA time.

For instance, imagine a ticket is created at 9 AM and has a Response SLA of 4 hours. If the ticket is put 'On Hold' at 10 AM for 5 hours (till 3 PM), the SLA gets resumed from 4 PM and does not get violated if the Support Agent resolves it within next 2 business hours. Note that if there are holidays or weekends, the computation of SLA is done based on business hours, i.e, non-business hours are NOT considered for computing SLA.

Yes, one can navigate to tussom Dashboard to get a glimpse of costs that have been incurred by implementing Changes that were scheduled, approved and implemented successfully.