Understanding the Interface #
Admin Menu Structure #
After activation, a Services section appears in the WordPress admin sidebar (within the DMSI DDLS admin shell). It contains the following pages.
| Menu Item | Purpose |
|---|---|
| Dashboard | 10 widgets showing contract status, hour usage, request activity, staff workload, alerts, revenue, SLA compliance, and satisfaction trends |
| Contracts | List and manage all service contracts |
| Requests | List and manage all service requests |
| Assets | List and manage customer assets (domains, SSL, hosting, custom) |
| Service Types | Define categories of service work |
| Templates | Manage response and message templates |
| SLA Templates | Define SLA response/resolution targets and business hours |
| Automations | Create schedule-based and event-based automation rules |
| Reports | View SLA compliance, contract performance, and request volume reports |
| Settings | Configure all plugin options across five tabs |
The Dashboard #
The dashboard is the default landing page for the Service Management section. It displays 10 widgets arranged in a grid.
- Contract Status – Count of active, expiring, and expired contracts
- Hour Usage – Aggregate used vs. remaining hours across active contracts
- Open Requests – Count of requests by status
- Staff Workload – Requests assigned per staff member
- Alerts – Contracts exceeding hour-usage thresholds and assets near expiration
- Revenue – Contract revenue summary
- SLA Compliance – Percentage of requests meeting response and resolution targets
- Satisfaction Trends – Survey response aggregates
- Recent Activity – Chronological log of recent events (new requests, status changes, notes)
- Quick Stats – Summary numbers: total active contracts, open requests, assets expiring soon
Settings Tabs #
The Settings page is divided into five tabs.
| Tab | Contents |
|---|---|
| General | Time granularity, default SLA template, request number starting offset |
| License | License key entry and activation status |
| Notifications | Toggle switches for all 11 email notification types |
| Alerts | Hour-usage thresholds (default 70% and 90%), asset expiration reminder days (default 7 and 30) |
| Escalations | Escalation trigger configuration and recipient settings |