ProFM Helpdesk User Manual
Contents
1. FREE B i084 ICENSE 3 11 2013 1 7 0 1 171 FREE Oo 1082UNLIMITED 4 11 2010 fi LICENSE Chouse license later 10 11 12 If the required data are completed click Save The operator will receive an e mail about the creation of the client in any case The e mail will include a link where the reporters that belong to the client can send their request Back to Inbox Archive Report Spam Beete more Actions w ProFM Helpdesk New client 17t x vintomailer vintocon com to me 2 VINTOCON ProFM Helpdesk Dear Operator below you can find data of the client you created Name Sunset Ltd Description site publisher firm on the ground oor Contact person Peter Johnson Contact phone number 06 60 123 123 Contact email address pjohnsonrequester qmail com y pol http testseryer vintocon com helpdesk p By clicking on the link in Entry point you ll read http tkestserver vintocon com helpdesk p 4 Fbfc4d 1 Gr 95928802ac a2s2bedc If you select Send Notification about the Creation of the Client the contact person will also get a notification about the creation of the client which will also include the above mentioned link If the system allows for requests by people other than the contact person the link can be forwarded to the reporters that belong to the client After the creation of the client you will return to the operator s page where you can immediately2. The colors of the lines containing certain events are related to the statuses of them highlighting the solution levels of the events 7 Choose bd or click on the identification number of the event to recall the details of the event Click on the button to print out the details to printer or pdf Click on button in the header and the filtered list will be printed Handling Requests 1 LJ N Eg 2 co ly The operator can follow on the summary screen which requests require action There are two summary charts one that shows the requests according to clients and one that shows the requests according to users Both charts comprise five columns with certain numbers in their rows Icons mean the status of the request as the following New requests Due jobs Drawn jobs Overdue jobs Complete requests CLIENTS Name co 0 j E oy n E et te CT A CEL C002 Optoprima Hungary Ltd oS eee ee ee C003 Bord Technology Ltd 4 The first column shows the new reports In the chart that shows the requests according to clients the row of each client contains the number of new requests received from the given client 5 In the following example the row of Sunset shows two new requests By clicking on the number you can view the two requests REQUESTS Status Declared request Client Deadline Repairman Page 1 1 Listed 1 2 Total 2 Registered 2 In progress 0 Complete 0 6 If you clic
3. 6 Then by returning to the operator s site you can see that the previous two new requests were reduced to one and three jobs appear in the Due Jobs column CLIENTS _ NEE zN Ur a o oo TALE Te RRR on RSE rn Dp 7 That is because the second column contains the due work or work in progress Commencement of Work 1 If you wish to sign in as a maintenance person keep at hand the e mail received from the system about the creation of the new user with a right of maintenance Dear Hammer Mathias the request status with the reference number 1004 has changed as follows Status New request gt Requested Requester Franklin Kingston Text The handtowel ran out ay o helpdesk vintocgn com Entry point 5 0786d86b amp r bb1 a c 68bd15558q 0C31B894 http helpdesk vintocon com p 0786d86baer bb 1 53b64a amp c 68bd 1 555 amp q 0C31 B89 You may inquire about the actual status of the request by clicking on the link in Entry point The following letter was sent by the automatic E mail service of vintoCON Kft Please do not answer nor reply to the sender If you have any remarks or comments please send your opinion to support vintocon com Best regards vintoCON Kft ww w vintocon com info vintocon com 2 Click on the link provided in the sign in point in the e mail 3 The maintenance personnel can view the current works assigned to them on their own interface 4 The wo
4. e mail service In this case the system will send any notification about new requests and required modifications to both the cell phone and the e mail address 3 In this case select Maintenance right User data Lastisumame Soiaieisrelnelion User name Password Repeat password E mail address Role 1 Operstor nd notification on generated user V Notifications about Requests Operators only License Status Id Product End date Clients Operators Staffs More 30 days FREE ogn 109 ICENSE 3 11 2013 0 1 0 1 4 1 FREE O I0S2UNLIMITED 4 11 2010 LICENSE i Chouse license later 4 Select Send Notification and click Send 5 The newly established user receives a notification that the system operator created a user with his or her name and the user also receives the data that are required for signing in ProFM Helpdesk Dear Hammer Mathias ProFM Heldpesk system operator created the following user by this E mail address Full name Hammer Mathias User name mhammerm Password mhammer Role Repairman Entry point http testserver vintocon com helpdesk p 4 bfc4d1 amp r 5 eb4ctc http hestserver vintocon comfhelodesk p 47bFe4d 1 r S 7 ed4cFc 6 By clicking on the sign in point specified in the e mail you get to the sign in page where you have to provide your user name and password that you received in the e mail 7 Managing licenses You can assign Clients
5. pjohnsonrequester gmsail com Start 3 12 2010 Desdline 3 12 2010 price Fee price Total S rte S 5 Delivery reception of executed job Date Client Operator Repairman Reporting the Completion of Work 1 When the maintenance person finishes the work he or she simply has to change the report status to Reported and record the activity performed in the work description field Data of request Reference number 1004 Request declared on 3 11 2010 5 19 PM Client Status In progress New status leave original request v Requester reporting person E mail pjohnsonrequester gmail com Location Real star 12 201 B Real deadline 312 201 ff Job description itis necessary to refill handtowel The handtowel was refilled 2 The maintenance personnel may even return the work if they know for sure that they cannot carry it out This may happen when for example the report includes an incorrect address or the description of the problem is inaccurate On the operator s site the number in the column of the works to be closed will increase by one because the reported works have to be closed by the operator CLIENTS Licer Ise ir ifor matior 1s C001 Sunset Ltd C002 Optoprima Hungary Ltd C003 Bord Technology Ltd On the operator s site the third column contains the number of protracted works They are works that were commenced but not concluded by the scheduled d
6. see your newly admitted client License i 2 001 Sunset Ltd The numbers next to the clients pertain to the various status of the request belonging to the given client For a detailed description please see the chapter entitled Handling of Requests The clients data can be edited by clicking on the small pencil icon shown next to the client f C001 Sunset Ltd Eat The link through which the client s reporters can send their reports of breakdowns can also be reached on the editing page Entry point ittp testserver_vintocon com helpdesk Creating Users The system supports several kinds of work processes If the operator does not have a maintenance co worker he or she can operate the system on his or her own without the need to add other users to the system If however you would like the system to track which task is assigned to which maintenance person and also the status of the tasks it is recommended that the maintenance crew be entered as users 1 To add new users click New Person on the right hand side 2 Among the users information provide the first and last names user name contact addresses and what rights you wish to assign to the given user You can provide several e mail addresses in which case you have to separate them by semi colons or commas supported only in Premium Edition This option is most advantageous if for example the cell phone service provider offers mobile
7. the users and operators responses along with their times Data of request Reference number Request declared on Client Status New status Requester reporting person Phone E mail Location 1004 3 11 2010 5 19 PM C001 Sunset Ltd In progress leave original request vv leave original request Reported Returned pjohnsonrequester gmail com 208 If the report has been sent mistakenly or you know that it requires no actions and in fact should be deleted select Returned Since in order to track the history of reports we retain all of the requests it is not possible to delete any of them But even in this case the reporter of breakdowns can respond to the event as per Point 9 above In the former two cases the request will no longer be shown under any number in the summary charts because they require no further actions If you would like to view that request however use the Search function with the help of which you can choose from the entire pool of requests and organize the list according to various criteria CLIENTS ew stent L Retreat seer Proiect oropenes manage enses License informations Distribution of Work 1 If the reporter of breakdowns sees that a breakdown request requires action and a maintenance person is needed for the repair of the breakdown he or she may set the status of the request to Requested Data of request Reference
8. your registration We have sent the information necessary to continue to the submitted E mail address Please open your mail system You will shortly receive our mail from vintomailer vintocon com with the subject proFM Helpdesk Registration Please click on the link indicated in the mail E lgl From Subject Date Today 5 Next by clicking on the link given in the letter confirm the application for registration Confirming the application for registration 1 By clicking on the link given on the sign in page you again enter the web site Back to Inbox Archive ProFM Helpdesk Registration ox vintomailer vintocon com to me VINTOCON ProFM Helpdesk Dear future User We sent this mail because we received a request to use vintoCON s proFM Helpdesk fram this E mail address Recorded data Name Smith John Company s name Phone number 06 60 123 1234 1 E mail address jsmithoperator qmail com Date 4 10 2008 11 04 AM pol http testserv fy tintecon comhe http ihestserver vintocon comfhelpdesk p 47bFc4d 1 Facility Corporation We recorded the request By cli y start to generate an own datak Please print and read the following contracts carefully before using the software services offered by vintoCON Kit i Service Contract To view and print the contracts click on their links By clicking on the ACCEPT button you declare to ac
9. Operators and Repairmen to contracts in the project by signed in as Operator Click on the Manage licenses button In the Manage licenses window you can see former and available contracts MANAGE LICENSES Start date End date Clients Operator Staffs Order FREE LICENSE 11 2010 11 2013 07 1 FREE UNLIMITED LICENSE 3 11 2010 4 11 2910 Click on the Edit icon near the contract what you would like to modify The Licenses details table is opened Here you can assign to and get out Clients Repairmen and Operators from the contract by clicking on the blue arrow License details ld 1051 Produc FREE LICENSE Buy date W11 2010 3 37 PM Expiration date W11 2013 3 37 PM Licensed cients number Licensed clients Available cients Sunset Ltd Licensed operstors number 1 Licensed operators Available operators Smith John Licensed staffs number 1 Licensed staffs Available staffs Renewed Yes Reports of Breakdowns When a new client is established the system operator receives a letter that contains the client s data as well as a link through which the client s reporters can send their reports of breakdowns The operator can then inform the client s staff that if they click on the attached link they get to the breakdown reporting portal Another solution is that when the client is established the operator appoints a contact person and selects the option of sending him or her too a notification abou
10. ProFM Helpdesk Manual Brief User s Manual Contents REVICW tin ditacieceicintsus ence hucmncetee o Onan Oueieusueas aa a ts aa a a a aS 2 REOS AON iee EA Seine eonweurGal suis EAEE E OAA OAE 2 Sending the application for registration sssesessecesessecesescoeceseeceoeecesoeseecoeorececeoreeroreeeo 2 Confirming the application for registration sssessesesescsescscecesesceecseecesesceecseecesesceeesees 3 SISMING aa Oi E E EEEE E EE A E TE a a 5 Operator INte ACS erii E EE EE EEE E EEE NEOR 5 Creatina CUICIIVS recie nEs eE TEE T E TE E E T E RE N 6 CLC AIS U Era E E E RE 9 Reports OF IBF CAKGOW INS resres riesi Toone i EEE EEEE EEE TETE EEA EA E LEE OEO EEEE ER 11 Man GUNS REGUGSES serrure roce E E E EE E EEN EE 13 DTS CHAD EMCI OL WOTE ornare EE E A T A E A T E E O 16 COmMMENCEMENC OT WOLK sors deisel r aneu EEEE EE GOEREE 18 Reporting the Completion of Work ssssesessesesescecesesoeoesceosoesceeoesesosoreeeoeoeeeeoseeecoeoseeeoseeee 20 COSIMO OF RODO S aurs a a a a a a a e ea a 21 Properties OF tne ProjeC Enorcos E ar O EErEE 23 Canoyade SEENE neie REEE A A REER E EAEE 24 Review By means of the ProFM Helpdesk program you can manage your clients reports of breakdowns and distribute your maintenance crew s work The program differentiates between three different types of users e Operator who is fully authorized to handle the requests He or she admits each client as well as other users with right of ope
11. ate of completion CLIENTS s T C002 a ooo C003 Bord Technology Ltd a The fourth column shows the number of postponed works i e works that were not commenced by the scheduled commencement date CLIENTS Name C001 Sunset Ltd C002 Optoprima Hungary Ltd C003 Bore Technology td a Closing of Reports 1 As an operator enter the list of reports to be closed COMPLETE REQUESTS Text of request Status Declared request Client Start Deadline Reported 3 12 2010 9 22 AM C001 Sunset Ltd 3 12 2010 3 12 2010 BB 1007 The roof lesks 4006 The ceiling leaks 3 12 2010 9 22AM C001 Sunset Ltd 3 12 2010 3 12 2010 3 12 2010 3 12 2010 TY 1004 The handtowel ran out Reported 3 11 2010 5 19PM C001 Sunset Ltd Pa mgg 1 Listed 1 3 Total 3 Registered 0 In progress 0 Complete 3 9 prog p 2 Find the report mentioned in the example 3 Select Closed in the edit menu Data of request Reference number 1004 Request declared on 3 11 2010 5 19 PM Client C001 Sunset Ltd Status Reported New status Closed v leave original request Requester reporting person New request Requested Siete Returned E mail In progress Closed Location Cancelled Paes 4 Then write a response to the original reporter of the breakdown about the completion of the work Text The handtowel ran out Reply The handtowel is refilled Then click Save 6 If you selected No
12. cept the above contract and policy as binding In case you disagree with the terms and conditions contained in the contracts you do not accept unfortunately we can not offer this service to you By clicking the DO NOT ACCEPT button you can abort the registration process Your last surname First Smith Aorename John Your company s name Facility Corporation User name jsmith E mail address jsmithoperator qmail com Phone number optional 9 80 193 1934 1 By clicking on the ACCEPT button we ll generate your own database and a user with full access rights under the previously given user name Well send the password required to login to the above E mail address Here you can see that the second step was completed i e you confirmed the application for registration On this site you have an opportunity if necessary to change the name user name e mail address or telephone number You need only to read and accept the Service Contract and the Data Protection Statement By clicking Accept you enable the system to create your own database and to provide you with full scale access thereto with the user name specified at registration The password that belongs to the user name is generated automatically by the system and sent to you in an e mail Signing in 4 Registration confirmation registration process has ended We ve sent you a mail with the data of your own homepage for later logins B
13. is considered user client or project setting and is saved as that The current language of the interface also depends on that setting If a site requires user identification it is displayed in the language set for the given user If there is no such setting the project setting will be used If there is no project setting either the language set as favorite in the browser will be used If that language does not belong to the supported languages English Hungarian German the page is displayed in English If you are on the client s page you will use the language set for him or her on the sign in page the project s language is prevailing
14. k on the client s name Optoprima Hungary Ltd te TA eee a eo eee C003 Bord Technology Ltd 7 You can view the complete list of requests that the numbers in the client s row represent That is you will see 2 2 0 0 2 6 requests REQUESTS Text of request The handtowel ran out 1005 The radiator does not heat The window roller came off The ceiling leaks The roof leaks ra Ga 4003 The door lock went wre ng Declared request 3 11 2010 5 19PM Coo 312 20109 21 AM C001 Sunset Lid 3122010 3 12 2010 3 12 2010 9 23 AM Sunset Ltd 3 12 2010 3 12 2010 3 12 2010 9 22 AM Sunset Ltd 3 12 2010 3 12 2010 3 12 2010 9 22 AM Sunset Ltd 3 12 2010 wt shay 0 AS ARA DAR New request N1V2010 4 94 PV ea 1 lt i fL Falf a dP a PP Page 1 1 Listed 1 6 Total 6 Registered 2 In progress 2 Complete 2 Repairman Hammer Mathias 8 By opening the requests one by one the operator may choose between three options 9 He or she may simply respond to the request and by choosing the Closed status close the 10 11 Bo event The reporter of the breakdown may receive a notification about the change of the request status if that option was selected during the editing of the client after reading the notification the reporter may respond thereto In this case the reporter has to click Reply after opening the event then click Save The dialogue box contains a summary of
15. number 1003 Request declared on 3 11 2010 4 54 PM Client C001 Sunset Ltd S Status New request New status leave original request p Requester reporting person Phone K E mail Location 2 He or she then selects which maintenance person has to carry out the work and when the work is planned to be commenced and completed also he or she has to provide a brief description of the work to be done ssssesese Repairman Hammer Mathias pazmandi zsofia vintocon hu E Planned start 3122010 B Planned deadline 3 12 2010 B Job description 3 The operator sees whether the reporter of breakdown requested a notification about the change of the breakdown request data He or she may change or approve the notification request by selecting Notifying the Reporter of Breakdown 4 If you click Save the system will store the request with its new status 5 Depending on the setting the reporter of breakdown receives a notification about the change of the breakdown request data vintomailer vintocon com to me s JCON ProFM Helpdesk Dear Franklin Kingston the request status under your name with the reference number 1006 has changed as follows status New request gt Requested Requester Franklin Kingston Text The door lock went wrong http testserver vintpcon com helpdes You may inquire about the actual status of the request by clicking on the link http ftestserver vinto
16. ration and right of maintenance e Repairman who carry out the work in relation to the individual requests and e Requester who can report the individual breakdowns on the client s portal Registration The user can create his or her own operating portal during registration This includes a complete dedicated database and initially one user with complete right of operation Sending the application for registration 1 First go to http www cmmsservice com 2 Then click on the Take a try ProFM Helpdesk icon ProFM HELPDESK 3 Fill in the required information then click Send Three clicks to ease your work Please submit your name your company s name user name you want to use at login and E mail address Shortly you will receive an E mail from us indicating that your registration is complete In this mail you ll find an automatically generated password This password can be changed at any time later on Your last surname First Smith 7 forename John Your company s name Facility Corporation User name jsmith E mail address jsmithoperator gmail com Phone number optional 96 80 193 1934 1 4 The window that appears within a few minutes shows that the application for registration has been recorded by the system and that the letter necessary for the confirmation of the application has been sent to the e mail address given Three clicks to ease your work We recorded
17. rks assigned for the present day include the above mentioned work scheduled by the operator REQUESTS ae 1 Time Requester Client enzo D anzen jap o jao Text of request Status Declared request Requester Deadline Client The window roller came off In progress 3 12 2010 9 23AM Franklin Kingston 3 12 2010 1004 Ee aie Page 1 1 Listed 1 2 Totat 0 Registered 0 In progress 0 Complete 0 DUE JOBS FOR TODAY ID Text of request Status Declared request Requester Deadline Client 1008 The window roller came off In progress 3 12 2010 9 23 AM Franklin Kingston 3 12 2010 B im 1904 Thehandtowel ran or wn Ht d A Page 14 ee 1 2 Total 0 Registered 0 In progress 0 Complete 0 OLD DRAWN REQUESTS To commence the work set the status of the request and print the work order 1 Click on the pencil icon at the beginning of the row to edit the request 2 Change the status of the request to n progress then click Save Data of request Reference number 1004 Request declared on 3 11 2010 5 19 PM Client Status Requested New status In progress SS aT EE Phone TopaS R E mal 3 The request status changes and the color code also show that you are taking care of the request 4 You can print the work order by clicking on the work order icon E at the end of the row a VINTOCON ProFM Helpdesk Order of ad hoc job Statement of claim ID code 1004 C001 Sunset Ltd Franklin Kingston 022077789
18. t the creation of the client In this case the contact person either reports the breakdowns to the system or forwards the link received so that any person from the client can report breakdowns The reporters do not need to sign in or provide user name or password they simply need to click on the link received from the operator or the client s contact person and they can make the reports on the page shown 1 To make a report click on the link received in the e mail to get to the client s reporting site ProFM Helpdesk Free version SUNSET LTD Status Date and Time All 3 1 2006 95 1 2008 3 2 To make anew breakdown report select New Request Operator John Smith New request E mail jsmithoperstorgamail com a a Repairman Mathias Hammer sage lee a Phone 06205673233 E msil pjohnsonrequester gmail com Text The door lock went wrong O Reporting person requests notice 3 After providing the details click Send 4 You can see your newly sent report in the request list 9 10 REQUESTS ty ta to iD Text of request Status Declared request y ips 400 4 i P t 1903 Page 1 1 Listed 1 2 Total 2 Registered 2 In progress 0 Complete 0 You can set different filters in the top row of the request list as Status Date and time and Requester name Click on the underlined Headers of the list and the events will be placed in alphabetical order click again to reverse order
19. tification of Reporter the system will send a message to the reporter s e mail address about the closing of the report 7 The reporter receives a notification about the response to the report By opening the event the reporter can view the response in the dialogue box He or she may respond by completing the Response field and clicking Save Text The door lock went wrong Reply Thank youl Conversation Smith John 4 11 2006 11 26 AM The lock is exchanged Properties of the Project You can view and modify the properties of the project on the operator s main site CLIENTS This page shows the data of the user that created the project first and last names user name e mail address and telephone number the name of his or her company and the language of the project Apart from the user name and the company name all of the data can be modified Project properties Your last surname Smith First forename John Your company s name Facility Corporation User name jsmith E mail address jsmithoperator gmail com Phone optional 06 80 123 1234 1 Language of the Hungarian project German English Language Setting The textual components of the user interface can be displayed in any one of three languages English Hungarian and German The sites contain three buttons for the selection of the language Depending on which site you change the language it
20. to handle in the system Creating Clients 1 To create a client click New Client Project prop New client There is no client uploaded yet 2 Of the client s data only the code and the name are mandatory 3 In addition you can specify a the company logo badge that appears on the client s portal b acontact person who is assigned the tasks of operation by the given client c useful information can by means of the message board be provided to the reporters of breakdowns which is shown when a new event is created or edited see Reporting of Breakdowns d at the e mail notification you can set in what cases the system should send an e mail to the user with the given right if the given user later requires those notifications e Operators e mail subject At new request in the subject of Operator s e mail appears the text chosen by the Operator Copy the appropriate subject to the Operators e mail subject row In default you can choose between five choices Client name Status Requester Location Text If you would choose more than one subject you should copy the appropriate texts to the Operators e mail subject row The text between the signs are coming from Database the other texts written by the Operator will be appear without changes f the language of the Client As default the language of the project is selected g You can set the type of the License here Currently you can choose between
21. two possibilities Free license and Free unlimited license The free unlimited license allows unlimited rights for every roll for one month After one month this license can be extended for one more month free of charge The Free license can be used for 3 years and allows one right for every roll Operator Repairman Requester After the expiration date both of the free licenses can be extended by paying conversation For more information click the License information button Free version CORPORATION Name Sunset Ltd maximum oversili dimension of picture ts 180 x 50 po Bros Upload Contact personi Peter Johnson id O Send notification on generated customer Comment Book publisher on the ground floor Messsgebosrd Oper ator John Smith E mail jsmithoperator amail com Phone 06205648799 Repairman Mathias Hammer E mail mhammerrepairman gmail com Phone 06205673233 f gt Email Notification Status Requester Operator Repairman New request l E Requested oO oO 4 Returned oO 4 o In progress o O Reported o E o Cancelled o o Closed 0 oO Reply a oO Operators email ProFM Helpdesk New request subject ClientNeme Client name Stetus Status RequesterPerson Requester Location Location Text Text Language hungarian german english O romanian Entry point License Status I Product End date Clients Operators Staffs More 30 days
22. y clicking the Login button we ll guide you to this page in order to start using the The data required for signing in user name password is sent to you by the system in an e mail system The e mail includes a link to the sign in page in case you signed out from the program If you Stayed on the registration page you can get to the sign in page by clicking Sign In Keep the e mail sent by the system at hand and copy the data into the fields on the sign in page your database and the user with full access rights he User name Password Entry point Name Company s name _ ProFM Helpdesk Fr ProFM Management A FACILITY CORPO Login User name Password Click Sign In Operator Interface After signing in you get to the operator interface since the automatically generated user is given full scale authority i e he or she has a right of operation The operator interface helps your everyday work by providing information about the status of each request Your database has been generated successfully Your proFM Helpdesk ProFM ProFM Helpdesk Free version FACILITY CORPORATION at VINTOCON Management PERSONS There is no client uploaded yet Name At the time of the first entry there are no data yet in the system and only a pre defined user is shown in the users list The first task of the system operator is to admit the clients whose requests he or she wants
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