Home

KronoDesk v1.0 User Manual

1. Library Catalog 6 Dec 2011 ystem validation on the edit book page Rose T Smith Assigned Show 8 v rows per page Operations Assign Tickets to Me Assign Tickets to User Unassign Tickets If you want to undo the filter simply click the Clear Filter hyperlink and the complete list of tickets will be displayed 6 1 2 Context Menu KronoDesk M provides a handy shortcut for performing frequent operations on the ticket list Simply hover the mouse over the ticket grid and click the right mouse button This brings up the context menu 2 Author cannot be updated after set Assign Tickets to Me Assign Tickets to User deactivated Unassign Tickets You can use this to perform the following operations Assign Tickets to Me If you select ticket s in the main grid and then click this option it will assign the selected tickets to your user Assign Tickets to User If you select ticket s in the main grid and then click this option it will allow you to assign the selected tickets to a specific customer agent Unassign Tickets If you select ticket s in the main grid and then click this option it will return the ticket to the unassigned list 6 2 Create New Ticket If you click on the hyperlink to Create New Ticket the system will display the new help desk ticket entry page Ticket List New Ticket Display Curent Filler 7 Please fill out
2. 4 Displaying page 1 a of 0 gt gt Last Updated 2 2 2010 Article ID KB9 Views 7 Tags install x 9 web server x 5 iis x 2 windows 2003 x 1 Operations Edit This Article Create New Article Delete This Article This page displays the following information Article List The navigation pane consists of a link that will take you back to the article list as well as a list of the other articles in the same category as the current one This is useful as a navigation shortcut you can quickly switch between the articles by clicking on the navigation links without having to first return to the article list page The navigation list can be switched to either display all the articles in the category or just those that match the current filter Knowledge Base Article This is the main part of the page and displays the name short description and long description of the knowledge base article If you click on the Subscription icon to the right of the article title the article will be added to your list of subscribed knowledge base articles Whenever a change is made to the article you will receive an email notification e Article Info This information pane displays the unique ID assigned to the article the date it was last updated and the number of times that it has been viewed Tag
3. Opener A Y Product A Y Priority A V Assignee Created Date A V Status AV TK Any v TK4 4 Not able to add new author Bernard P Tyler Donna W Harkness Library Catalog System 17 Dec 2011 Open TK13 validation on the edit book page Rose T Smith Jack Van Stanten Library Catalog System 6 Dec 2011 Assigned TK2 Book title is always marked as deactivated Rory Jones Library Catalog System 4 User expectations from old client app Bernard P Tyler 48 Jan 2012 Open Donna W Harkness Book Inventory System Operations gt Assign Tickets to Me gt Assign Tickets to User gt Unassign Tickets 4 Cannot log into the application Martha Noble 24 Nov 2011 Waiting on Development Donna W Harkness Library Catalog System 4 Author cannot be updated after set Rose T Smith 14 Dec 2011 Waiting on Development Jack Van Stanten Library Catalog System 1 Oct 2011 Assigned 4 Session handlin Rose T Smith Donna W Harkness Library Catalog System 15 Sep 2011 Waiting on Customer 4 Database not backing up correctly Rory Jones Donna W Harkness Book Inventory System 4 The tables get cutoff on low res modes Martha Noble 16 A
4. Search the Knowledge Base Enter the keywords or Knowledge Base ID in the text box below to search for matching KB articles Search Or browse the knowledge base by category Q Ask a Question in the Forums Search the forums for an answer to your question or ask a question if you can t find the answer Web Portal Forums Web Portal Issues amp Questions Web Portal Enhancement Suggestions Library Catalog Forums Library Catalog Issues amp Questions Library Catalog Enhancement Suggestions Library Catalog Best Practices See More Forums Fill Out a Help Desk Ticket If you cannot find an answer in our Knowledge Base or Support Forums fill out a Help Desk Ticket A support engineer will respond to you shortly Book Inventory Forums Book Inventory Issues amp Questions Book Inventory Enhancement Suggestions Book Inventory Best Practices Recent Forum Posts More Posts gt How do I backup and maintain the web portal system Whatis my initial login and password for accessing the system gt What is my initial login and password for accessing the system gt How do backup and maintain the book inventory system gt When access the system get an HTTP 500 error any ideas Open Tickets View All ID Name Product Created Date Status Library Catalog System 14 Dec 2011 Library Web Portal 27 May 2011 Waiting on Customer Library Catalog System 12 Apr 2010 Open
5. How to upgrade your library catalog installation to the latest version Recommended security settings to ensure that the library system is secure Common error messages and their causes when using the book inventory Recent Articles More Articles Common error messages and their causes when using the library system Best practices when using the library catalog system Common error messages and their causes when using the book inventory Best practices when using the book inventory system Common error messages and their causes when using the web portal Subscribed Threads More Posts This version of the home page contains all the widgets in the public version with the following addition e Subscribed Threads This widget displays a list of the support forum threads that your user is currently subscribed to This allows you to keep track of specific topics that are of interest In addition when logged in the various widgets can be repositioned and customized To reposition minimize or close any of the widgets simply click on the Modify Layout Settings link and that will switch the dashboard into edit mode where you can drag and drop them into different positions minimize close or edit the settings KronoDesk Search je geom Dashboard Settings Knowled Modify the properties of the Widget then click OK or Apply to apply your changes Edit Widget Settings 8 Rows To Disp
6. Inventory product in specific situations environments Please do not pose general issues in this forum Web Portal Forums 2 5 Web Portal Issues amp Questions 6threads 24 replies General discussions s the use of the Web Portal product This is appropriate forum for posting questions and issues to the community Last Post R mith Web Portal Enhancement Suggestions 0 threads 0 replies Discuss ideas and suggestions for customising and extending the Web Portal product Other Announcements Othreads 0 replies General company and products announcements not related to a specific product General Q amp A Othreads 0 replies This is the place for any general questions that are not tied to a particular product Each category will be displayed together with the list of active forums in the category Each forum will be displayed along with the number of threads and replies in the forum as well as information describing the last post made in the forum If the forum is highlighted in green it means that there is at least one new thread or reply in the forum that you have not already read If the forum is in grey it means that there are no new forums or replies since the last time you visited 5 2 Category Details If you click on the name of a category it will bring up the category details page KronoDesk Search Home Page Knowledge Base Forums Help Desk Category Home Forums gt Library Catalog Forums Library Catalog For
7. Suggested training for users of the book inventory system a Suggested training for users of the web portal system 2 How to configure and install 115 on Windows 2003 and V Show 15 rows per page Displaying page 1 aof 2 pi Copyright 2006 2012 MyCompany inc All Rights Reserved en US Tel 1 800 555 1212 Help Desk Legal Notices Privacy Policy This page consists of a category selector a tag cloud and the main knowledge base article grid Each of these is described in turn below 4 1 1 Category Selector The top left hand pane displays a hierarchical list of the various knowledge base categories that have been setup in the system Clicking on the expand icon will expand the child categories and clicking on the name of the category will display the list of articles in the category in the main pane to the right If you want to search across all the categories just click on the All Categories link and the main article grid will display a list of all the articles in the entire system The screenshot below illustrates how the grid will look when you have selected a specific category KronoDesk Search Home Page Forums Help Desk Categories Refresh Knowledge Base Articles Refresh All Categories Displaying 1 8 out of 8 Articles gt Apply Filter Clear Filter Create New Article Book Inventory Articles Article Title A Y Author A Y Last Updated AV Views AY 5 amp Book Invent ory News Artic
8. any artifacts that include either of the two words book and name in the name or description Searching on book name will only return items that have that exact phrase in either the name or description 3 4 Register for New Account When you click on the hyperlink to register a new account the system will display the following dialog Register New Support Account Use the form below to create a new account Account Information Login Email Address First Name Last Middle Initial E Confirm Password Passwords are required to be a minimum of 6 characters in length Password Question 0000000000 Password Answer You need to enter the following fields Login the username that you d like to use in the system This has to be unique e Email Address a valid email address that notifications will be sent to First Name your first name e Last Name your last name e Middle Initial your middle initial if applicable e Password enter your desired password twice to ensure that you have entered it correctly Password Question Answer enter a question that only you will know the answer to together with the matching answer to that question Once click the Create User button the system will create a new user in the system Depending on how the administrator has configured the system you may get a welcome email that provides you with a copy of your chosen login informa
9. columns You sort the column by simply clicking on the arrow in the header row To filter a column you simply choose a value or enter search text in the appropriate control in the second row of the grid the one with the grey background and then click Apply Filter to apply the filter Open Tickets Refresh New Ticket Create New Ticket Display Options My Assigned Tickets Unassigned Tickets My Opened Tickets My Closed Tickets All Open Tickets All Closed Tickets 0 Opener Product Priority AV Assignee A Y Created Date A V Status AV TK Any Y Library Catalog v Any v Any v m Multiple TK1 4 Author cannot be updated after set Rose T Smith Library Catalog System TK2 4 Book title is always marked as deactivated Rory Jones Library Catalog System TK4 4 Not able to add new author Bernard P Tyler Library Catalog System TK3 e Cannot log into the application Martha Noble Jack Van Stanten 1 Oct 2011 Assigned S 18 Jan 2012 Open Se Donna W Harkness 17 Dec 2011 Open S Jack Van 12 Apr 2010 Open Library Catalog All Tickets System Stanten Jack Van Stanten TK13
10. is in grey it means that you have already viewed the thread and that there are no new replies since the last time you visited If you click on the orange RSS icon you can subscribe to the current forum in an RSS compatible newsreader If you click on the Subscription icon to the right of the RSS icon the forum will be added to your list of subscribed forums Whenever a new thread is posted or a new reply occurs you will receive an email notification 5 3 1 Starting a New Thread If you are logged in as an authenticated user you can click on the Start New Thread hyperlink to create a new forum thread Start New Thread Forums gt Library Catalog Forums gt Library Catalog Issues amp gt Start New Thread Thread Library Catalog Issues amp Questions General discussions surrounding the use of the Library Catalog product This is appropriate forum for posting questions and issues to the community Please fill out the form below to post a new message in this forum Ricky Pond Subject Tuesday June 05 2012 Font y Sze V BZ Tae ee EJ C o A Subscribe to this thread Post Message Cancel You need to enter the subject and description of the new thread Once you are satisfied with your submission you should click the Post Message hyperlink to add the new thread to the forum If you would like to subscribe to the new thread and thereby
11. other fields in the book record potentially overwriting data The field that get changed are 4 Not able to add new author Validation on the edit book page 9 Book title is always marked as 9user expectations from old client apr 9 Cannot log into the application Author cannot be updated after se 9 session handling 9 Database not backing up correctly 9 The tables get cutoff on low res mod Cannot add a new book to the syster Permissions not updating when char The homepage hangs whilst loading 9 Section 508 compliance Doesn t let me add a new category validation on the edit book page 1 Author Biography 2 Author URL 3 Author Index 4 Pet of Author Fridav December 16 2011 9 11 00 AM bv Rickv Pond gt Add Note 3l gt Ticket Fields gt Dates amp Times gt Attachments gt History gt Incidents This page is made up of three areas the left pane is the navigation window where you can quickly jump to other tickets as well as execute workflow transitions see below the upper part of the right pane contains the ticket name and description and the bottom part of the right pane displays panels that contain information associated with the ticket Add Note This panel lets you add a new comment note to the ticket Ticket Fields This panel displays the various ticket attributes that can be set Dates amp Times This panel displays key
12. the administrator this will display a list of recent news items from the company s website made available by an RSS newsfeed Positioning the mouse over the title will display a popup tooltip containing the long description of the news item Recent Forum Posts This widget displays a list of the most recent forum posts that have not yet been answered The list includes the name and date of the post and positioning the mouse over the title will display a popup tooltip containing the long description of the post Subscribed Threads This widget displays a list of the support forum threads that your user is currently subscribed to This allows you to keep track of specific topics that are of interest 3 3 Global Search KronoDesk includes a global search bar that can be used to search across products and artifact types for items that include the entered keywords in either the name or description field gt Modify Layout Setti My Assigned Tickets TK3 cannot TKS Clicking TK14 e Quote ha Unassigned Tickets Search Results following 34 results match your keyword s book TK13 Validation on the edit book page Library Catalog System edit book page keeps throwing validation errors even where form filled out correctly Tuesday January 31 2012 e TK Book title is always marked as deactivated Library Catalog System When selecting the Book item once entered in the title field
13. v Author cannot be updated after set 9 validation on the edit book page v The tables get cutoff on low res modes TK3 TK5 TK7 TK21 TK14 v Cannot log into the application 2 Clicking on link throws fatal error 9 Cannot install system Oracle 3i 9 Exporting data to excel 9 Quote handling issues throughout Product Library Catalog System Library Catalog System Library Web Portal Library Catalog System Book Inventory System Book Inventory System Book Inventory System Book Inventory System Opener Rose T Smith Rose T Smith Martha Noble Martha Noble Rose T Smith Martha Noble Rose T Smith Rory Jones Created Date 1 Oct 2011 6 Dec 2011 27 May 2011 12 Apr 2010 25 Jan 2010 2 Sep 2009 8 May 2009 31 Jan 2009 Status Waiting on Customer Assigned Waiting on Customer Open Open Assigned Waiting on Development Assigned Last Updated 5 Jun 2012 31 Jan 2012 1 Jul 2011 4 Jun 2010 1 Mar 2010 15 Sep 2009 10 May 2009 18 Mar 2009 gt Review of SpiraTest by GetApp Devoteam Joins Inflectra Partnership Program res gt KronoDesk Scheduled for Release June 7th gt Spira v3 2 Patch 11 Now Available gt Commit Joins Inflectra Partnership Program Recent Forum Posts More Posts We need a better way to search in the catalog Unassigned Tickets View All Created Date Status 18 Jan 2012 28 Oct 2010 Product Library Catalog System Last Up
14. KronoDesk 69141 B L T 1 dil Version 1 0 0 Inflectra Corporation Date October 18th 2012 inflectraZ Contents 1 Introduction 2 1 1 Improve Customer Satisfaction 2 1 2 Optimize Customer Support 2 2 Functionality Overview 3 2 1 Dashboards 3 2 2 Knowledge Base 3 2 3 Support Forums 3 2 4 Help Desk Ticketing 3 2 6 User Account Management 4 2 7 Miscellaneous 4 3 Home Page 6 3 1 Customer Home Page 6 3 2 Employee Home Page 10 3 3 Global Search 10 3 4 Register for New Account 12 3 5 Sign In to Account 13 4 Knowledge Base 15 4 1 Article List 15 4 2 Article Details 16 4 3 Article Attachments 19 5 Forums 22 5 1 Category List 22 5 2 Category Details 23 5 3 Forum Details 23 5 4 Thread Details 25 6 Help Desk 28 6 1 Ticket List 28 6 2 Create New Ticket 30 6 3 Ticket Details 33 7 User Profile 40 7 1 Edit Profile 40 7 2 Change Password 41 Legal Notices 42 1 Introduction KronoDesk is an integrated customer support system that includes help desk ticketing customer support forums and an online knowledge base in a single user interface KronoDesk includes a powerful and flexible help desk ticketing system that can be quickly and easily tailored to meet your support needs With support for custom fields and workflows you can create different support processes for your different products KronoDesk M provides a knowledge base and online support forums making your cus
15. Library Web Portal 25 Sep 2009 Assigned Assigned Assignee Last Updated Waiting on Development Donna W Harkness 12 Jan 2012 1 Jul 2011 Jack Van Stanten 4 Jun 2010 Donna W Harkness 15 Nov 2009 15 Sep 2009 TK19 Cannot log into the application TK15 The tables get cutoff on low res modes Jack Van Stanten TK3 cannot log into the application TKIT 9 Editing the date on an author is clunky Book Inventory System 2 5 2009 Jack Van Stanten TK7 V Cannot install system on Oracle 9i gt Review of SpiraTest by GetApp Devoteam Joins Inflectra Partnership Program E gt KronoDesk Scheduled for Release June 7th gt Spira v3 2 Patch 11 Now Available gt Commit Joins Inflectra Partnership Program Popular Articles More Articles gt How to install the library catalog system onto a server Best practices when using the web portal system How to upgrade your library catalog installation to the latest version Recommended security settings to ensure that the library system is secure Common error messages and their causes when using the book inventory Recent Articles More Articles Common error messages and their causes when using the library system Best practices when using the library catalog system Common error messages and their causes when using the book inventory Best practices when using the book inventory system Common error
16. arate systems for help desk tickets support requests and forum posts Using the customizable agent dashboard they can view all their assigned tickets monitor incoming forum posts and check for new tickets all from the same Screen To reduce the time and effort spent dealing with routine enquiries the agents can use KronoDesk to create knowledge base articles FAQs whitepapers and forum posts to document common problems and the possible solutions 2 Functionality Overview This section outlines the functionality provided by KronoDesk in the areas of help desk ticketing customer support forums online knowledge base and user account management 2 1 Dashboards When a customer first accesses KronoDesk they are taken to the KronoDesk Customer Homepage This page is designed to provide them with an easy to use starting point for resolving their support issue They are provided with tools for searching the online knowledge base asking questions in the support forums and a link to create a help desk ticket The dashboard also includes recent knowledge base articles news updates and recent forum posts so that they can keep on top of recent development and contribute back into the support community For customer service agents the Employee Homepage provides them with a consolidated view of their assigned tickets any tickets not current assigned recent forum posts and current news updates so they can see all inbound requests from cus
17. d New Attachment dialog is displayed click on the radio button to switch it to Screenshot Add New Attachment Fie URL Screenshot Screenshot gt Paste image from clipboard Description a gt Upload Cancel To upload a screenshot first copy the image to your computer s clipboard e g on Windows computers the PRINT SCREEN button captures the current page and adds to the clipboard Once the image is in the clipboard click on the Paste image from clipboard hyperlink and the item will appear in the preview window You can then fill in the optional description field and click Upload to attach the image to the article 5 Forums The KronoDesk support forums provide the next level of support to customers Where a fully codified knowledge base article has not yet been synthesized and created by the support agents the support forums provide a place where users can search for existing messages concerning the same problem The support forums thereby provide a community where customers and support agents can post replies to common questions visible to the entire community 5 1 Category List When you click on the Forums option in the global navigation you will be taken to the forum home page that displays a list of all the categories and associated forums KronoDesk Search 16 Home Page Knowledge Base Forums Help Desk Customer Forums Home Page gt Forums suide
18. dated 18 Jan 2012 8 Nov 2010 ID Name Opener Subscribed Threads More Posts Book title is always marked as deactivated Rory Jones Open gt How install the library catalog system onto my computer TK12 Doesn t let me add a new category Library Web Portal Bernard P Tyler Open gt How do access the library catalog system for the first time gt How do I backup and maintain the library system Whatis my initial login and password for accessing the system This dashboard is personalized to the current user and can also be customized by clicking on either the Modify Layout Settings or Add Items to Dashboard hyperlink By default this home page includes the following customer agent widgets My Assigned Tickets This widget displays a grid containing the most recent open help desk tickets that have been assigned to you Each ticket is displayed along with the name of the product it relates to the customer who opened it the date it was created its current status and the date that it was last updated Unassigned Tickets The widget displays a grid containing the most recent open help desk tickets that are not currently assigned to any customer support agent Each ticket is displayed along with the name of the product it relates to the customer who opened it the date it was created its current status and the date that it was last updated Recent Updates If enabled by
19. dates related to the ticket e g when it was opened when it was last updated and when it was closed Attachments This panel lets you view the existing documents links and screenshots attached to the ticket as well as add additional items e History This panel shows you the change history for the ticket Incidents If you have the integration with SpiraTeam enabled this panel will display a list of product incidents defects bugs change requests etc related to the current ticket Each of these panels is described in more detail below The navigation pane consists of a link that will take you back to the ticket list as well as a list of the peer tickets to the one selected This latter list is useful as a navigation shortcut you can quickly view the peer tickets by clicking on the navigation links without having to first return to the ticket list page The navigation list can be switched between four different modes The list of tickets matching the current filter e The list of all tickets irrespective of the current filter e list of tickets assigned to the current user The list of tickets opened by the current user When editing an existing ticket the fields that are available and the fields that are required will depend on your stage in the ticket workflow For example an open ticket might not require an Assignee whereas an assigned ticket typically would The types of change allowed and the email not
20. e gt Update User You can update the following fields on this page Login the username that you d like to use the system This has to be unique Email Address a valid email address that notifications will be sent to First Name your first name e Last Name your last name e Middle Initial your middle initial if applicable e RSS Token used to allow you view secure KronoDesk RSS newsfeeds from outside the system Password enter your current password if you plan on changing the password question answer If you don t need to change the password question answer you can leave this blank Password Question Answer enter a question that only you will know the answer to together with the matching answer to that question Spira Api Key you need to enter the SpiraTeam RSS token for your user so that your user can view SpiraTeam incidents linked to a specific KronoDesk help desk ticket Once you are satisfied with the changes you can click Update User to commit the changes 7 2 Change Password If you click on the Change Password link you can update your password Change Password Change Password Use the form below to change your password Account Information Confirm Mew Password Passwords are required to be a minimum of 6 characters in length You need to enter the old password and the new password twice Assuming that the old password matches your curr
21. e correct password answer the system will generate a new random password and email it to you Forgot Password Your Password Has Been Sent To You gt Return to Account Home If for any reason you do not receive an email with your new password you need to contact the administrator of your installation to have them manually reset your password 4 Knowledge Base The KronoDesk M online knowledge base provides the first level of support to customers Instead of having to constantly respond to the same routine enquiries and support requests customer support agents can use the built in knowledge base to create articles related to different topics categories and products Knowledge base articles can be linked to multiple categories and also tagged with meta tags to make searching easier by customers The system includes full rich text editor so that articles can be formatted with lists tables different text styles and embedded hyperlinks 4 1 Article List When you click on the Knowledge Base option in the global navigation you will be taken to the main knowledge base page KronoDesk EG Categories Refresh Home Page Forums Help Desk Knowledge Base Articles Refresh All Categories Displaying 1 15 out of 28 Articles gt Apply Filter Clear Filter Create New Article Article Title A Y Author AY _ Last Updated AV Views AY B Library Catalog Articles M C3 Misc Articles Web Portal Articl
22. ent password and that the two instances of the new password match the system will change your password Legal Notices This publication is provided as is without warranty of any kind either express or implied including but not limited to the implied warranties of merchantability fitness for a particular purpose or non infringement This publication could include technical inaccuracies or typographical errors Changes are periodically added to the information contained herein these changes will be incorporated in new editions of the publication Inflectra Corporation may make improvements and or changes in the product s and or program s and or service s described in this publication at any time KronoDesk and Inflectra are either trademarks or registered trademarks of Inflectra Corporation in the United States of America and other countries Microsoft Windows Explorer and Microsoft Project are registered trademarks of Microsoft Corporation All other trademarks and product names are property of their respective holders Please send comments and questions to Technical Publications Inflectra Corporation 8121 Georgia Ave Suite 504 Silver Spring MD 20910 U S A support inflectra com
23. er click one of the save icons to commit the changes or Refresh to discard the changes and reload the ticket from the database 6 3 1 Add Note This panel allows you to add a new comment note to the help desk ticket Add Note d Add Note 5 You need to enter the note text in the rich text box and click the Save icon to add the note to the ticket 6 3 2 Ticket Fields This panel displays all the fields associated with the help desk ticket Ces Product Library Catalog System O v Type Sales O w Resolution Customer Issue Network YI Assignee Van Stanten v Priority 1 Critical vi Operating System Windows Y Browsers Affected Multiple v Other Information vse m iis aa e nod None at the moment Hosted System Target Date 2120012 Reviewed By System Administrator Phone Extension 1556 Response Time mins The list of fields will include both standard fields that are part of the system and any custom fields defined by the administrator of the system Depending on the product selected and the status of the ticket different fields may be visible enabled and or required Required fields are indicated in bold type with an asterisk next to their name 6 3 3 Dates amp Times This panel displays the key dates associated with the ticket Curren
24. es n n B ommon error messages and them est practices when using the library catalo ommon error messages 1 est when using the book iny ommon error messages and est practices when using the w atabase maintenar tce plans for our products Donna W Harkness Donna W Harkness Donna W Harkness Donna W Harkness Donna W Harkness Donna W Harkness Jack Van Stanten Jack Van Stanten 31 Mar 2010 31 Mar 2010 31 Mar 2010 31 Mar 2010 31 Mar 2010 31 Mar 2010 24 Mar 2010 23 Mar 2010 23 Mar 2010 KB19 23 Mar 2010 17 KB27 9 Feb 2010 117 9 Feb 2010 KB12 Jack Van Stanten 9 Feb 2010 KB20 Jack Van Stanten 9 Feb 2010 KB28 Donna W Harkness 1 Feb 2010 KB9 Jack Van Stanten Jack Van Stanten Jack Van Stanten Jack Van Stanten yw to upgrade your book inventory installation to the latest version Dati How to upgrade your library catalog installation to the latest version He Tag Cloud Ho best practices DOOK messages faqs iis insta issues library catalog processes c training troubleshooting upgrades web portal web m ntm ma ow to upgrade your web portal installation to the latest version ac 2 2 a 2 2 2 2 2 2 2 Recommended security settings to ensure that the library system is secure 4 Suggested training for users of the library catalog system 2
25. et dolore magna aliqua think you need to use Subscribe to this thread gt Post Reply Cancel In Response To Martha Noble Thursday March 25 2010 Lorem ipsum dolor sit amet consectetur adipisicing elit sed do eiusmod tempor incididunt ut labore et dolore magna aliqua Lorem ipsum dolor sit amet consectetur adipisicing elit sed do eiusmod tempor incididunt ut labore et dolore magna aliqua Lorem ipsum dolor sit amet consectetur adipisicing elit sed do eiusmod tempor incididunt ut labore et dolore magna aliqua You need to enter the description of your reply to the original post The original post or reply will be displayed inside a grey box You can delete some of the text inside the box so that you can make it clear which part of the original message you are responding to Once you are satisfied with your submission you should click the Post Reply hyperlink to add the new response to the thread If you would like to subscribe to the thread and thereby get notified when someone replies make sure to check the Subscribe to this thread box before submitting 5 4 3 Editing a Thread Reply When you click on the Edit hyperlink it will display the following dialog Edit Thread How do access the library catalog system for the first time ul Lorem ipsum dolor sit amet consectetur adipisicing elit sed do eiusmod tempor incididunt ut labore et dolore magna a
26. get notified when someone replies make sure to check the Subscribe to this thread box before submitting 5 4 Thread Details If you click on the name of a thread in the thread list it will bring up the thread details page Thread Forums gt Library Catalog Forums gt Library Catalog Issues amp gt How do I access the libra How do access the library catalog system for the first time EJ t Martha Noble Thursday March 25 2010 Lorem ipsum dolor sit amet consectetur adipisicing elit sed do eiusmod tempor incididunt ut labore et dolore magna aliqua Lorem ipsum dolor sit amet consectetur adipisicing elit sed do eiusmod tempor incididunt ut labore et dolore magna aliqua Lorem ipsum dolor sit amet consectetur adipisicing elit sed do eiusmod tempor incididunt ut labore et dolore magna aliqua Reply Quote Edit Delete 4 Replies Ricky Pond Martha Noble Tuesday January 19 2010 7 00 00 PM Lorem ipsum dolor sit amet consectetur adipisicing elit sed do eiusmod tempor incididunt ut labore et dolore magna aliqua Lorem ipsum dolor sit amet consectetur adipisicing elit sed do eiusmod tempor incididunt ut labore et dolore magna aliqua Lorem ipsum dolor sit amet consectetur adipisicing elit sed do eiusmod tempor incididunt ut labore et dolore magna aliqua Reply Quote Edit Delete Donna W Harkness Ricky Pond Wednesday January 20 2010 7 00 00 PM Lorem ipsum dolor sit amet consectetur ad
27. he library catalog system Recent Forum Posts More Posts Bx Common error messages and their causes when using the book inventory We need a better way to search in the catalog Best practices when using the book inventory gt How backup and maintain the web portal system system gt What is my initial login and password for accessing the system Common error messages and their causes Whatis my initial login and password for accessing the system when using the web portal gt How dol backup and maintain the book inventory system gt Or browse the knowledge base by category You can also add additional items to the dashboard by clicking Add Items to Dashboard and choosing the appropriate widgets from the list of additional widgets When logged in as a basic user the Support Overview widget will display a message letting you know that your role does not permit you to submit a help desk ticket If you need to be able to submit help desk tickets you will need to request that your administrator upgrade your user to a Customer role If you login to the system with a Customer account one that has the role of customer you will get the registered customer home page which is illustrated below Search KronoDesk gt Modify Layout Settings Add Items to Dashboard Knowledge Base Forums Help Desk Sign Out Help marthanoble Support Overview Recent Updates
28. hen click Upload The URL web link will be added to the attachment list for the ticket To add a new Screenshot attachment to the ticket click on the Add New hyperlink and when the Add New Attachment dialog is displayed click on the radio button to switch it to Screenshot Add New Attachment Type File Screenshot gt Paste image from clipboard mE gt Upload Cancel To upload a screenshot first copy the image to your computer s clipboard e g on Windows computers the PRINT SCREEN button captures the current page and adds to the clipboard Once the image is in the clipboard click on the Paste image from clipboard hyperlink and the item will appear in the preview window You can then fill in the optional description field and click Upload to attach the image to the ticket 6 3 5 History This panel displays the list of changes that have been performed on the help desk ticket artifact since its creation An example ticket change history is depicted below v History cdi Change Change Date AV Action AY Changed By AY Field Name Old Value A Y New Value a 0 2 5 Jun 2012 Modified Ricky Pond Status Assigned Waiting on Customer 1 5 Jun 2012 Created Ricky Pond Ticket Note Can you try restarting the IIS application pool Show 2 rows per page 2 Displaying page ea of 1 The change history displays the date that each change was made together with the fie
29. hey are assigned to My Assigned Tickets This displays a list of all the open tickets assigned to the current user Unassigned Tickets This displays a list of all the open tickets that are not assigned to any My Opened Tickets This displays a list of all the open tickets that were opened by the current My Closed Tickets This displays a list of all the closed tickets that were opened by the current All Open Tickets This displays a list of all the open tickets regardless of who opened them or Closed Tickets This displays a list of all the closed tickets regardless of who opened them e All Tickets This displays list of all the tickets regardless of their status who opened them or who they are assigned to In addition there is an Operations pane that is displayed for support agents and lets you perform the following tasks Assign Tickets to Me If you select ticket s in the main grid and then click this option it will assign the selected tickets to your user Assign Tickets to User If you select ticket s in the main grid and then click this option it will allow you to assign the selected tickets to a specific customer agent Unassign Tickets If you select ticket s the main grid and then click this option it will return the ticket to the unassigned list 6 1 1 Filtering and Sorting The main ticket grid allows you to filter and sort the ticket list by any of the displayed
30. ifications that are sent will depend on how the system administrator has configured the workflow Administrators should refer to the KronoDesk Administration Guide for details on configuring the ticket workflows to meet their needs Depending on the user s role and whether they are listed as the opener or assignee of the ticket displayed in the left hand side of the page above the navigation list is a set of allowed workflow operations Workflow Operations gt Unassign Ticket gt Propose Solution gt Request More Information gt Send to Development 45 Request More Information gt Not Reproducil 7 Waiting on Customer E L 1 These workflow transitions allow the user to move the ticket from one status to another For example the default workflow when the ticket is in the Assigned status you will be given the options to Unassign Ticket changes status to Open Propose Solution changes the status to Waiting on Customer Request More Information changes the status to Waiting on Customer Send to Development changes the status to Waiting on Development Mark as Duplicate changes the status to Duplicate VV VV Yy Not Reproducible changes the status to Non Issue After changing the status of the ticket by clicking on the workflow link you can then fill in the additional fields that are now enabled and or required Once you ve made the changes to the appropriate ticket fields you can eith
31. ion gt Upload Cancel To upload a screenshot first copy the image to your computer s clipboard e g on Windows computers the PRINT SCREEN button captures the current page and adds to the clipboard Once the image is in the clipboard click on the Paste image from clipboard hyperlink and the item will appear in the preview window You can then fill in the optional description field and click Upload to attach the image to the ticket 6 3 Ticket Details If you click on the hyperlink for a specific ticket in either the main ticket list page one of the user dashboards or the navigation sidebar you will be taken to the details page for the specific ticket Workflow Operations Support Ticket Details TK1 Refresh Author cannot be updated after set al Product Library Catalog System Created Saturday October 01 2011 8 34 00 AM Status Assigned gt Unassign Ticket gt Propose Solution gt Request More Information Send to Development gt Mark as Duplicate gt Not Reproducible Ticket List Display Current Filter v v Description When selecting the Author field and changing it upon saving the Author field will revert back to what it was originally Monday December 12 2011 7 34 00 AM by Rose T Smith When changing the Author field you must select the checkbox at the bottom next to the Save butt that reads Verify Changes because changing the Author will modify several
32. ipisicing elit sed do eiusmod tempor incididunt ut labore et dolore magna aliqua Lorem ipsum dolor sit amet consectetur adipisicing elit sed do eiusmod tempor incididunt ut labore et dolore magna aliqua Lorem ipsum dolor sit amet consectetur adipisicing elit sed do eiusmod tempor incididunt ut labore et dolore magna aliqua gt Reply Quote Edit Delete Jack Van Stanten Martha Noble Tuesday March 23 2010 8 00 00 PM Lorem ipsum dolor sit amet consectetur adipisicing elit sed do eiusmod tempor incididunt ut labore et dolore magna aliqua Lorem ipsum dolor sit amet consectetur adipisicing elit sed do eiusmod tempor incididunt ut labore et dolore magna aliqua Lorem ipsum dolor sit amet consectetur adipisicing elit sed do eiusmod tempor incididunt ut labore et dolore magna aliqua gt Reply Quote Edit Delete Rose T Smith Wednesday March 24 2010 8 00 00 PM Lorem ipsum dolor sit amet consectetur adipisicing elit sed do eiusmod tempor incididunt ut labore et dolore magna aliqua Lorem ipsum dolor sit amet consectetur adipisicing elit sed do eiusmod tempor incididunt ut labore et dolore magna aliqua Lorem ipsum dolor sit amet consectetur adipisicing elit sed do eiusmod tempor incididunt ut labore et dolore magna aliqua gt Reply Quote Edit Delete This page displays the subject and description of the thread together with a list of replies from different users Each reply will be displayed along with i
33. is disabled and cannot be changed Wednesday January 18 2012 9 9 Cannot add a new book to the system Library Web Portal When I click on the button to add a book enter the new information and click submit get a subscript out of range error Sunday May 29 2011 FR4 Book Inventory Issues amp Questions Book Inventory System General discussions surrounding the use of the Book Inventory product This is appropriate forum for posting questions and issues to the community Saturday January 01 2011 FR5 Book Inventory Enhancement Suggestions Book Inventory System Discuss ideas and suggestions for customising and extending the Book Inventory product Saturday January 01 2077 l FR6 Book Inventory Best Practices Book Inventory System Discussions of best practices for using the Book Inventory product in specific situations environments Please do not pose general issues in this forum Saturday January 01 2011 e TK28 Validation on the edit book page Book Inventory System edit book page keeps throwing validation errors even where form filled out correctly Wednesday September 08 2070 MG39 How do backup and maintain the book inventory svstem Book Inventon You can search for individual keywords by simply entering them in the search box and clicking the arrow button on the right You can search for phrases by enclosing the words in double quotes For example searching on book name will find
34. lay 5 Return to Normal View Adc x RecentUpdates v Support Overview Search the Kno Ce Enter the keywords or Knowledge Base ID in the text box below to search for matching KB articles Popular Articles More Articles gt Search gt How to install the library catalog system onto server Best practices when using the web portal O Ask a Question in the Forums system Search the forums for an answer to your question or ask a question if you can t find the answer gt How to upgrade your library catalog installation Library C F Book I F Web Portal F to the latest version icy Api qnc ipsam 2 gt Recommended security settings to ensure that Library Catalog Issues amp Questions Book Inventory Issues amp Questions Web Portal Issues amp Questions the library system is secure gt Library Catalog Enhancement Suggestions gt Book Inventory Enhancement Suggestions gt Web Portal Enhancement Suggestions Common error messages and their causes Library Catalog Best Practices Book Inventory Best Practices when using the book inventory See More Forums Fill Out a Help Desk Ticket Recent Articies 0 x You do not have sufficient permissions to submit help desk ticket Please contact support mycompany com to request that your user account be Common error messages and their causes upgraded when using the library system Best practices when using t
35. lds that were changed the old and new values and the person who made the change This allows a complete audit trail to be maintained of all changes in the system 6 3 6 Incidents The incidents panel displays a list of SpiraTeam incidents that are linked to the current help desk ticket If you see the following message it means that your user profile in KronoDesk has not been linked to an equivalent SpiraTeam user profile To fix the issue click on the user profile link and enter your opiraTeam RSS Token into your KronoDesk user profile This is described in more detail in section 7 1 Incidents You do not have a Spira API Key set on your user profile please update your profile so that you can view the Spira incidents that are related to this ticket Once your KronoDesk user is linked to a corresponding SpiraTeam user you will see a list of SpiraTeam incidents that were generated from the current ticket Incidents 3 gt Add New Incident Refresh ID Name Type Status Priority Severity Owner Last Updated Opener IN2 WB Not able to add new author Incident Assigned High null Joe P Smith Sat Nov 1 2003 Joe P Smith Medium 1 Critical Joe P Smith Tue Nov 4 2003 Joe P Smith INS Editing the date on an author is clunky IN21 VW Ability to associate multiple authors 1 Critical Fred Bloggs Mon Nov 17 2003 Fred Bloggs Low 1 Critical Fred Bloggs Tue Nov 25 2003 Fred Bloggs 7 IN28 Abi
36. le Any v Book inventory Technical d Common error messages and their causes when using the book inventory Donna W Harkness 31 Mar 2010 brary Catalog Articles 2 Database maintenance plans for our products Jack Van Stanten 24 Mar 2010 How to upgrade your book inventory installation to the latest version Jack Van Stanten 23 Mar 2010 L Recommended security settings to ensure that the library system ts secure Jack Van Stanten 93 Feb 2010 How to configure and install 115 on Windows 2003 and Windows XP Donna W Harkness 1 Feb 2010 2 How to configure and install 115 on Windows 2008 and Windows Vista 7 Donna W Harkness 1 Feb 2010 How to install the book inventory system onto a server Donna W Harkness 9 Jan 2010 How to troubleshoot 115 issues when using the book inventory system for the first time Donna W Harkness 9 2010 Show 1s v rows per page 4 Displaying page 1 Tag Cloud best practices DOOK inventory error messages tags IMNStalll issues library catalog processes training troubleshooting upgrades WED portal web t Copyright 2006 2012 MyCompany inc All Rights Reserved en US Tet 1 800 555 1212 Help Desk Legal Notices Privacy Policy 4 1 2 Tag Cloud The tag cloud displays a list of all the tag names associated with knowledge base articles in the system The size of the f
37. lines and FAQs Please note that while MyCompany employees try to maintain a presence on the forums they are not a reliable way to contact MyCompany If you require a timely response from MyCompany on a supported topic please file a help desk request For sales and licensing questions please email sales mycompany com Categories Library Catalog Forums Library Catalog Issues amp Questions 6threads 24 replies 7 General discussions surrounding the use of the Library Catalog product This is appropriate forum for posting questions and issues to the community Last Post Rose T Smith Library Catalog Enhancement Suggestions Othreads 0 replies Discuss ideas and suggestions for customising and extending the Library Catalog product Library Catalog Best Practices 0 threads 0 replies Discussions of best practices for using the Library Catalog product in specific situations environments Please do not pose general issues in this forum Book Inventory Forums Book Inventory Issues amp Questions 6 threads 24 replies General discussions surrounding the use of the Book Inventory product This is appropriate forum for posting questions and issues to the community Last Post Rose Smith Book Inventory Enhancement Suggestions 0 threads 0 replies Discuss ideas and suggestions for customising and extending the Book Inventory product Book Inventory Best Practices 0 threads 0 replies Discussions of best practices for using the Book
38. link and when the Add New Attachment dialog is displayed click on the radio button to switch it to URL Add New Attachment File 2 Screenshot URL mn gt Upload Cancel To add a URL web link simply enter the full URL in the top text box together with an optional description that will be displayed alongside the attachment then click Upload The URL web link will be added to the attachment list for the ticket 6 2 3 Adding a Screenshot Attachment When you first click on the Attachments panel it will display an empty list since there will no documents attached to a new ticket As you add documents web links and screenshots they will appear in this grid You can remove any items by selecting the checkbox and clicking Delete You can also filter and sort the attachments grid by entering a value into one of the filter controls or clicking on the sort direction arrow v Attachments gt Add New Delete Refresh Apply Filter Clear Filter V Filename AY Size AY Last Updated AV ID AY vb Show s rows per page M Displaying page 1 0 4 gt To add a new Screenshot attachment to the ticket click on the Add New hyperlink and when the Add New Attachment dialog is displayed click on the radio button to switch it to Screenshot Add New Attachment Type Screenshot gt Paste image from clipboard Descript
39. liqua Lorem ipsum dolor sit amet consectetur adipisicing elit sed do eiusmod tempor incididunt ut labore et dolore magna aliqua Lorem ipsum dolor sit amet consectetur adipisicing elit sed do eiusmod tempor incididunt ut labore et dolore magna aliqua This page lets you edit a specific thread or reply in the forum You can edit the subject and body of the message Once you are satisfied with your changes click the Save button to commit the changes 6 Help Desk The KronoDesk help desk ticket management system provides the final level of customer support When a customer cannot readily find the solution through either the knowledge base or support forums they can submit a help desk ticket through KronoDesk s help desk submission system The system allows them to quickly and easily enter the description of the problem attach any relevant documents or screenshots categorize the issue and then submit it for resolution by the support agents 6 1 Ticket List When you click on the Help Desk option in the global navigation you will be taken to the main help desk page Ticket 0 0 Open Tickets Refresh Create New Ticket Displaying 1 15 out of 21 Tickets Apply Filter Clear Filter Display Options My Assigned Tickets Unassigned Tickets My Opened Tickets My Closed Tickets All Open Tickets gt Closed Tickets All Tickets g ID AY Name
40. lity to delete multiple authors Enhancement INQ Na eer m m Hinh sll Alaw 796 INN Erad Rinanc Bug Assigned Closed 2 3 Enhancement Assigned 1 Critical 4 Enhancaman Duinlicata 1 Critical Each incident is displayed together with its incident ID name type status priority severity owner last update date and the name of the person who opened Clicking on the incident hyperlink will open up the incident in SpiraTeam in a new window This allows support agents to view the status of the incidents use it to determine when the ticket can be resolved because the underlying product issue has been resolved To log a new incident in SpiraTeam based on the current help desk ticket you need to click on the Add New Incident hyperlink which will open up the following dialog Add New Incident Project Library Information System T Author cannot be updated after set ERE When selecting the Author field and changing it upon saving the Author field will revert back to what it was originally Monday December 12 2011 7 34 00 AM by Rose T Smith When changing the Author field you must select the checkbox at the bottom next to the Save butt that reads Verity Changes because changing the Author will modify several other fields in the book ia LE EH UI iti 7 E T E B iin 2 gt Upload Cancel This dialog lets you add a new incident t
41. llowing dialog will be displayed Add New Attachment amp File URL Screenshot Filename Browse mn gt Upload Cancel To upload a document simply click on the Browse button locate the file on your local computer enter the optional description that will be displayed alongside the attachment and click Upload The document will be uploaded from your local computer into KronoDesk and will appear in the attachment list Note The system uses file extensions to identity the type of file so if your local operating system doesn t use file extensions you may want to rename the file before uploading e g changing MyDocument to MyDocument pdf to identity it as an Acrobat document 6 2 2 Adding a URL Attachment When you first click on the Attachments panel it will display an empty list since there will no documents attached to a new ticket As you add documents web links and screenshots they will appear in this grid You can remove any items by selecting the checkbox and clicking Delete You can also filter and sort the attachments grid by entering a value into one of the filter controls or clicking on the sort direction arrow 1 v Attachments gt Add New Delete Refresh Apply Filter Clear Filter mo ee LJ Show 8 v rows per page M Displaying page 1 0 4 n gt To add a new URL attachment to the ticket click on the Add New hyper
42. messages and their causes when using the web portal Subscribed Threads More Posts Useful Links gt Link 1 Link 2 Link 3 This version of the home page contains all the widgets in the public version with the following additions Support Overview This widget includes all of the information in the other versions of the home page but it will also include links for creating a new help desk ticket e Useful Links This widget simply displays a list of useful links that have been provided by the customer support agents MyOpen Tickets This widget displays a list of all the open help desk tickets logged by your user The list is displayed in descending date order The list includes the name of the ticket the product it relates to the status of the ticket and the customer support agent it is assigned to if any Positioning the mouse over the title will display the full description of the ticket together with any notes from the customer support agent 3 2 Employee Home Page When you first access the system whilst logged in as a customer support agent i e in the Employee role it will display the employee home page illustrated below Search KronoDesk Knowledge Base Forums Help Desk gt Modify Layout Settings Add Items to Dashboard Customer Home Page Sign Out Help jackvanstanten My Assigned Tickets View All Recent Updates ID Name TK1
43. ming Conventions On various screens in the system you will see lists of artifacts tickets articles etc together with a unique identification number In order to make it easier to recognize at a glance which type of artifact the identification number refers to KronoDesk uses a system of two letter prefixes which help identify the type of artifact being displayed The current prefixes used by the system are Artifact Ariact Pod PR In addition certain artifacts in the system are displayed with an icon that helps distinguish them from each other and provides additional context on the state of the artifact Artifact Description Knowledge Base Article Thread Message F Help Desk Ticket Incident Artifact has an Attachment 3 Home Page When you first access KronoDesk the system will default to displaying either the Customer Home Page or the employee home page The choice of default home page depends on whether you are logged into the system and if so what role s your user belongs to In either case you can switch from the Customer Home Page to the Employee Home Page by clicking the link at the top of the page assuming your user has permissions to see the other page 3 1 Customer Home Page When you first access the system without being logged in it will display the public version of the customer home page illustrated below KronoDe
44. n arrow Attachments gt Add New Delete Refresh Apply Filter Clear Filter mp qwe vid p Show 2 rows per page 2 I4 4 Displaying page 1 To add a new URL attachment to the article click on the Add New hyperlink and when the Add New Attachment dialog is displayed click on the radio button to switch it to URL Add New Attachment File URL Screenshot URL Description gt Upload Cancel To add a URL web link simply enter the full URL in the top text box together with an optional description that will be displayed alongside the attachment then click Upload The URL web link will be added to the attachment list for the article 4 3 3 Adding a Screenshot Attachment When you first click on the Attachments panel it will display an empty list Since there will no documents attached to a new article As you add documents web links and screenshots they will appear in this grid You can remove any items by selecting the checkbox and clicking Delete You can also filter and sort the attachments grid by entering a value into one of the filter controls or clicking on the sort direction arrow Attachments gt Add New Delete Refresh Apply Filter Clear Filter 0 e zy Show 2 rows per page 2 n page of To add a new Screenshot attachment to the article click on the Add New hyperlink and when the Ad
45. nd password for accessing the system Rory Jones Saturday July 17 2010 Last Reply When access the system get an HTTP 500 error ideas Henry J Cooper Fnday June 25 2010 Last Reply This page will display your user s name login email address date of registration linked SpiraTeam RSS Token also known as the Key and a list of the roles that your user belongs to Underneath this section the system will display a list of forum threads and thread replies that you have posted You click on the hyperlinks to either edit your profile or change your password 7 1 Edit Profile If you click on the Edit Profile hyperlink it will bring up the following dialog Edit User Profile Edit User Profile Please update your user s profile below r Account Information Login rickypond Email Address postmaster inflectra com First Name Ricky Last Name Pond Middle Initial RSS Token CC6F494D CE6A 4B22 A1EC F7A6A5395900 gt Generate New Token Password Question What is 1 1 Answer Leave the Password Answer field empty if you do not want to change it You need to specify the current password if you want to change the password question answer Spira Api Key 7743A185 0F A0 4FB9 B558 D159C248DEFF A valid RSS Token used to access your instance of Spira Each Spira user has an RSS token configured in his her profil
46. nformation that describes whether the reply is a direct response to the thread itself or a reply to one of the other replies If you click on the orange RSS icon you can subscribe to the current thread in an RSS compatible newsreader If you click on the Subscription icon to the right of the RSS icon the thread will be added to your list of subscribed thread Whenever a new reply occurs you will receive an email notification Depending on your role you will see different operations available for the thread and each of the indivual replies e Reply this allows you to reply to the thread or a specific message see below Quote this allows you to reply to the thread or a specific message quoting the text see below e Edit this allows you to make changes to the thread or reply see below e Delete this will delete the thread or reply 5 4 1 Reply to Thread When you click on the Reply hyperlink it will display the following dialog Reply to Thread Forums gt Library Catalog Forums gt Library Catalog Issues gt How do 1 access the libra re How do access the library catalog system for the first time Ricky Pond Martha Noble Tuesday June 05 2012 Font v Sze v BZ U i e ee I3 6 2 Subscribe to this thread Post Reply Cancel In Response To Martha Noble Thursday March 25 2010 Lorem ipsum dolor sit amet consectetur adipisicing elit sed d
47. ng for users of the lil 2 Suggested training for users of the b la Suggested training for users of the w t How to configure and install IIS or Home Page gt Knowledge Base gt Book Inventory Articles gt Book Inventory Technical Articles Home Page gt Knowledge Base gt Library Catalog Articles gt Library Catalog Technical Articles Home Page gt Knowledge Base gt Web Portal Articles 2 How to configure and install IIS on Windows 2003 and Windows XP 3 by Donna W Harkness on Tuesday February 02 2010 Lorem ipsum dolor sit amet consectetur adipisicing elit sed do eiusmod tempor incididunt ut labore et dolore magna aliqua Lorem ipsum dolor sit amet consectetur adipisicing elit sed do eiusmod tempor incididunt ut labore et dolore magna aliqua Lorem ipsum dolor sit amet consectetur adipisicing elit sed do eiusmod tempor incididunt ut labore et dolore magna aliqua Lorem ipsum dolor sit amet consectetur adipisicing elit sed do eiusmod tempor incididunt ut labore et dolore magna aliqua Lorem ipsum dolor sit amet consectetur adipisicing elit sed do eiusmod tempor incididunt ut labore et dolore magna aliqua Lorem ipsum dolor sit amet consectetur adipisicing elit sed do eiusmod tempor incididunt ut labore et dolore magna aliqua v Attachments gt Add New Delete Refresh Apply Filter Clear Filter AY Size AY Last Updated AV Creator A Y ID AY z 400101 Show 2 15 rows per page gt
48. nment specific 2 4 Help Desk Ticketing The KronoDesk help desk ticket management system provides the final level of customer support When a customer cannot readily find the solution through either the knowledge base or support forums they can submit a help desk ticket through KronoDesk s help desk submission system The system allows them to quickly and easily enter the description of the problem attach any relevant documents or screenshots categorize the issue and then submit it for resolution by the support agents The customer support agents can use the help desk system to review incoming tickets assign them to themselves or other support agents as needed provide suggestions to the customer or escalate to the next level of support They can use the system to add notes to the ticket change the fields or ask for more information Any changes made to the ticket will be notified to the customer so that they re kept abreast of changes to their ticket In addition the customer can use their customer homepage to see list of their open tickets together to see at a glance what action has been taken and what recommendations have been made 2 6 User Account Management KronoDesk supports the management of an unlimited number of users which can be administered through the same web interface as the rest of the application and each user of the system can be given a specific role in the system In addition each user has a secure Acc
49. o eiusmod tempor incididunt ut labore et dolore magna aliqua Lorem ipsum dolor sit amet consectetur adipisicing elit sed do eiusmod tempor incididunt ut labore et dolore magna aliqua Lorem ipsum dolor sit amet consectetur adipisicing elit sed do eiusmod tempor incididunt ut labore et dolore magna aliqua You need to enter the description of your reply to the original post Once you are satisfied with your submission you should click the Post Reply hyperlink to add the new response to the thread If you would like to subscribe to the thread and thereby get notified when someone replies make sure to check the Subscribe to this thread box before submitting 5 4 2 Reply to Thread with Quote When you click on the Quote hyperlink it will display the following dialog Reply to Thread Forums gt Library Catalog Forums gt Library Catalog Issues amp gt How do access the libra re How do access the library catalog system for the first time Ricky Pond Martha Noble Tuesday June 05 2012 Fow v se v 12 ee JC o 20 Martha Noble Lorem ipsum dolor sit amet consectetur adipisicing elit sed do eiusmod tempor incididunt ut labore et dolore magna aliqua Lorem ipsum dolor sit amet consectetur adipisicing elit sed do eiusmod tempor incididunt ut labore et dolore magna aliqua Lorem ipsum dolor sit amet consectetur adipisicing elit sed do eiusmod tempor incididunt ut labore
50. o the linked instance of SpiraTeam You need to first choose the opiraTeam project from the dropdown list at the top The system will prepopulate the name and description of the incident with the ticket name and description You can edit this text or clear it completely and enter in custom content You then need to choose the incident type priority detected release and owner followed by values for any of the defined custom properties Once you are satisfied click Upload to add the new incident to SpiraTeam Once the incident has been added it will appear in the KronoDesk incident list 7 User Profile To update your user s profile view your list of posted threads replies or change your password simply click on your username in the top right of the application header The system will then display the user profile home page User Profile My Links Home Page Account Home Ricky Pond Edit Profile Change Password Name Ricky Pond Login rickypond Email Address Member Since Thursday December 31 2009 Roles Manager Spira Api Key 7743A185 0FA0 4FB9 B558 D159C248DEFF gt Edit Profile Change Password My Threads Thread Replies My Replies Thread What is my initial login and password for accessing the system Rory Jones Thursday July 01 2010 Last Reply How do backup and maintain the web portal system Martha Noble Monday July 19 2010 Last Reply t What is my initial login a
51. ont is proportional to the number of articles associated with the tag Clicking on a tag name will automatically filter the list of articles to find items that contain the selected tag 4 1 3 Article Grid The main article grid displays a list of articles in either the selected category or in all categories depending on the option you have chosen This list can be filtered and sorted and you can choose how many rows of documents to display on the page at one time Clicking on the name of the article will display the details of the article In addition if you position your mouse over the name of the article it will display a popup tooltip containing the long description of the article 4 2 Article Details When you click on the name of an article the article details page is displayed KronoDesk Search Sign Out Help rickypond Home Page Knowledge Base Forums Help Desk Article List Knowledge Base Article Article Info Display Current Filter 4 Common error messages and their c Best practices when using the library 2 Common error messages and their c L Best practices when using the book i 2 Common error messages and their c Best practices when using the web p 2 Database maintenance plans for our 2 How to upgrade your library catalog i 2 How to upgrade your book inventory 2 How to upgrade your web portal insti 2 Recommended security settings to e a Suggested traini
52. ount management section of the application where they can update their personal information manage their subscriptions and change their password information In addition to these administration functions each user has their own personalized dashboard view of all the pertinent and relevant information This feature reduces the information overload associated with managing such a rich source of information and allows a single customer and employee snapshot to be viewable at all times for rapid decision making 2 7 Miscellaneous 2 7 1 Artifact Relationships The sections above have outlined the different features and functions available in the system and have described the various artifacts managed in the system e g tickets articles forums threads etc To aid in understanding how the information is related the following diagrams illustrates the relationships between the different artifacts and entities Base m MESMOS aL Figure 1 The relationships between the various KronoDesk entities With these overall concepts in mind the rest of this help manual will outline the functionality in each of the KronoDesk screens and provide specific information on how to manage each of the artifacts illustrated above Note that this manual does not explain the Administration level functionality of the system for that please refer to the KronoDesk Administration Guide 2 7 2 Artifact Na
53. plays all the fields that need to be filled out when submitting the ticket The fields that are required are displayed in bold type with an asterisk next to the field name When you change the product name field that may change the workflow associated with the ticket If that happens you will see some of the fields change This is normal and allows the administrator to tailor the fields required to the type of product e g a web application may need you to enter the browser type whereas a mobile application would need to know the cellphone network e Attachments This section is described in more detail below in section 6 2 1 6 2 1 Adding a Document Attachment When you first click on the Attachments panel it will display an empty list since there will no documents attached to a new ticket As you add documents web links and screenshots they will appear in this grid You can remove any items by selecting the checkbox and clicking Delete You can also filter and sort the attachments grid by entering a value into one of the filter controls or clicking on the sort direction arrow v Attachments gt Add New Delete Refresh Apply Filter Clear Filter V Filename AY Size Last Updated AV Creator V ID il oe 8 8 rows per page M Displaying page 1 0 4 n To add a new document attachment to the ticket click on the Add New hyperlink and the fo
54. r this will display a list of recent news items from the company s website made available by an RSS newsfeed Positioning the mouse over the title will display a popup tooltip containing the long description of the news item Popular Articles This widget displays a list of the knowledge base articles that have been most frequently viewed by users of the system Each article is displayed with its title and date of publication Positioning the mouse over the title will display a popup tooltip containing the long description of the article Recent Articles This widget displays a list of the most recently submitted knowledge base articles that have been submitted into the system Each article is displayed with its title and date of publication Positioning the mouse over the title will display a popup tooltip containing the long description of the article If you follow the instructions and login to the system with a basic user account i e a user that does not have the customer role the dashboard will change to the basic authenticated user home page illustrated below KronoDesk Search Knowledge Base Forums Modify Layout Settings Add Items to Dashboard Sign Out Help henrycooper Support Overview Search the Knowledge Base Enter the keywords or Knowledge Base ID in the text box below to search for matching KB articles gt Or browse the knowledge base by category Ask a Question in the Fo
55. rums Search the forums for an answer to your question or ask a question if you can t find the answer Web Portal Forums gt Web Portal Issues amp Questions Library Catalog Forums Book Inventory Forums Library Catalog Issues amp Questions Book Inventory Issues amp Questions gt Library Catalog Enhancement Suggestions gt Book Inventory Enhancement Suggestions gt Web Portal Enhancement Suggestions Library Catalog Best Practices Book Inventory Best Practices See More Forums Fill Out a Help Desk Ticket You do not have sufficient permissions to submit a help desk ticket Please contact support mycompany com to request that your user account be upgraded Recent Forum Posts More Posts gt How do I backup and maintain the web portal system Whatis my initial login and password for accessing the system Whatis my initial login and password for accessing the system gt How do backup and maintain the book inventory system gt When access the system get an HTTP 500 error any ideas Recent Updates gt Review of SpiraTest by GetApp MOM Joins Inflectra Partnership Program gt KronoDesk Scheduled for Release June 7th gt Spira v3 2 Patch 11 Now Available 2 gt Commit Joins Inflectra Partnership Program Popular Articles More Articles How to install the library catalog system onto server Best practices when using the web portal system
56. s This pane displays list of the meta tags associated with the current knowledge base article as well as an indication how many other knowledge base articles have been tagged with the same keywords Clicking on the meta tag name will automatically take you back to the knowledge base list page with the filter set to the tag name in question Operations This pane is only visible for customer support agents and will display options for creating a new article deleting the current article or modifying the current article Attachments This section lets you attach documents links screenshots to an existing article This is explained in more detail in section 4 3 4 2 1 Editing an Article Clicking on the operation to Edit this Article will display the edit article popup dialog box Edit Article KB9 How to configure and install 5 on Windows 2003 and Windows Lorem ipsum dolor sit amet consectetur adipisicing elit sed do eiusmod tempor incididunt ut labore et dolore magna aliqua Lorem ipsum dolor sit amet consectetur adipisicing elit sed do eiusmod tempor incididunt ut labore et dolore magna aliqua Lorem ipsum dolor sit amet consectetur adipisicing elit sed do eiusmod tempor incididunt ut labore et dolore magna aliqua Bzuy Ezs iicid TN eenmro Lorem ipsum dolor sit amet consectetur adipisicing elit sed do eiusmod tempor incididunt ut labore et dolore magna aliqua Lorem ipsum dolor sit ame
57. sk Search Knowledge Base Forums Support Overview Recent Updates e Search the Knowledge Base Enter the keywords or Knowledge Base ID in the text box below to search for matching KB articles gt Review of SpiraTest by GetApp gt Or browse the knowledge base by category Ask a Question in the Forums Devoteam Joins Inflectra Partnership Program d gt KronoDesk Scheduled for Release June 7th gt Spira v3 2 Patch 11 Now Available Search the forums for an answer to your question or ask a question if you can t find the answer Library Catalog Forums Book Inventory Forums Web Portal Forums gt Commit Joins Inflectra Partnership Program Library Catalog Issues amp Questions Book Inventory Issues amp Questions Web Portal Issues amp Questions gt Library Catalog Enhancement Suggestions gt Book Inventory Enhancement Suggestions gt Web Portal Enhancement Suggestions Library Catalog Best Practices Book Inventory Best Practices Popular Articles More Articles How to install the library catalog system onto a server e Fill Out a Help Desk Ticket gt Best practices when using the web portal To submit a help desk ticket you first need to either register as a new user or sign in as an existing customer system How to upgrade your library catalog installation to the latest version Recommended security settings to ensure that the library system is secure Recent Forum Po
58. sts More Posts gt How do backup and maintain the web portal system Whatis my initial login and password for accessing the system Whatis my initial login and password for accessing the system gt How do I backup and maintain the book inventory system Common error messages and their causes when using the book inventory Recent Articles More Articles gt When access the system I get an HTTP 500 error any ideas gt Common error messages and their causes when using the library system Best practices when using the library catalog system Common error messages and their causes when using the book inventory Best practices when using the book inventory system Common error messages and their causes when using the web portal This version of the home page is neither personalized nor customizable and displays the following widgets Support Overview This widget walks you through the steps of getting your support issue resolved It provides a search box for searching the online knowledge base links to browse the support forums and a message that you need to first log in if you want to submit a help desk ticket Recent Forum Posts This widget displays a list of the most recent forum posts including the name and date of the post Positioning the mouse over the title will display a popup tooltip containing the long description of the post Recent Updates If enabled by the administrato
59. t consectetur adipisicing elit sed do eiusmod tempor incididunt ut labore et dolore magna aliqua Lorem ipsum dolor sit amet consectetur adipisicing elit sed do eiusmod tempor incididunt ut labore et dolore magna aliqua Tags web server iis install windows 2003 anode Cancel You can change the name description body tags and assigned categories for the article Once you satisfied with your changes you can click the Save button to commit the changes 4 2 2 Creating an Article Clicking on the operation to Create New Article will display the new article popup dialog box Create New Article Description Fon v BZ u oF 123 ee r3 316 A be ee rro i2 gs Ey Categories You need to enter the name description body tags and assigned categories for the article Once you are satisfied with your submission you should click the Save button to add the new knowledge base article to the system 4 3 Article Attachments 4 3 1 Adding a Document Attachment When you first click on the Attachments panel it will display an empty list since there will no documents attached to a new article As you add documents web links and screenshots they will appear in this grid You can remove any items by selecting the checkbox and clicking Delete You can also filter and sort the attachments grid by entering a value into one of the filter controls or clicking on the sor
60. t direction arrow Attachments gt Add New Delete Refresh Apply Filter Clear Filter ee mp ow vid p Show 2 rows per page 2 I4 4 Displaying page of O p h To add a new document attachment to the article click on the Add New hyperlink and the following dialog will be displayed Add New Attachment Type amp File URL Screenshot Filename Browse Description gt Upload Cancel To upload a document simply click on the Browse button locate the file on your local computer enter the optional description that will be displayed alongside the attachment and click Upload The document will be uploaded from your local computer into KronoDesk and will appear in the attachment list Note The system uses file extensions to identity the type of file so if your local operating system doesn t use file extensions you may want to rename the file before uploading e g changing MyDocument to MyDocument pdf to identity it as an Acrobat document 4 3 2 Adding a URL Attachment When you first click on the Attachments panel it will display an empty list since there will no documents attached to a new article As you add documents web links and screenshots they will appear in this grid You can remove any items by selecting the checkbox and clicking Delete You can also filter and sort the attachments grid by entering a value into one of the filter controls or clicking on the sort directio
61. the following form and click the Submit button at the bottom of the page when you are ready to submit the ticket 9 Author cannot be updated after set New Ticket 9 Book title is always marked as deac VNot able to add new author Font v Sce V BZ 8 2 525 2 Cannot log into the application 77777 5 E m uH Validation on the edit book page Ticket Fields Product Ubrary Catalog System Type Priority Operating System Browsers Affected Other Information Hosted System Target Date Phone Extension Response Time mins Attachments Cancel This page displays the following information Ticket List The navigation pane consists of a link that will take you back to the ticket list as well as a list of the other tickets in the same results list as the current one This is useful as a navigation shortcut you can quickly open related tickets by clicking on the navigation links without having to first return to the ticket list page The navigation list can be switched to display all the tickets in the list just those that match the current filter those that are assigned to you and those that were opened by you Ticket Name Description This section of the page allows you to enter the name and long description of your support issue The long description allows formatted text and can include lists tables and hyperlinks Ticket Fields This section dis
62. ting attachment from a ticket simply click the Delete button and the attachment will be removed from the list Using the standard filter sort options you can also sort and filter the list of attachments to make it more manageable To attach a new document to the ticket you need to first click the Add New link to display the new attachment dialog box Add New Attachment Type File URL Screenshot Filename Browse mn gt Upload Cancel To upload a document simply click on the Browse button locate the file on your local computer enter the optional description that will be displayed alongside the attachment and click Upload The document will be uploaded from your local computer into KronoDesk and will appear in the attachment list Note The system uses file extensions to identity the type of file so if your local operating system doesn t use file extensions you may want to rename the file before uploading e g changing MyDocument to MyDocument pdf to identity it as an Acrobat document To add a new URL attachment to the ticket click on the Add New hyperlink and when the Add New Attachment dialog is displayed click on the radio button to switch it to URL Add New Attachment m m gt Upload Cancel To add a URL web link simply enter the full URL in the top text box together with an optional description that will be displayed alongside the attachment t
63. tion 3 5 Sign In to Account When you click on the hyperlink to sign in to an existing user account the following dialog is displayed Support Login support Login Please enter your username and password for accessing the support system Account Information m oo password 7 gt Forgot Your Password gt Sign Up For an Account You need to enter a valid login and password to access the system If you enter an incorrect login or password the system will display a validation message If you fail to login successfully after five 5 attempts the system will lock your user account for ten 10 minutes This is to prevent brute force attacks on the system 3 5 1 Reset Your Password If you have forgotten your password click on the Forgot Your Password hyperlink which will display the following dialog Forgot Password Forgot Your Password Enter your Login to receive your password Account Information Login 1 To reset your password you need to enter your login name and click the Submit button Then you ll be taken to the password question answer challenge screen Forgot Password Identity Confirmation Answer the following question to receive your password Account Information Login henrycooper Question Whatis 1 1 Answer 7 SUDMIT ILL ET You will be asked to provide the answer to your secret question If you successfully enter th
64. tly it shows the date that the ticket was opened and last updated 6 3 4 Attachments This panel displays the list of documents screenshots or web links URLs that have been attached to the help desk ticket The documents can be in any format though KronoDesk will only display the icon for certain known types v Attachments gt Add New Delete Refresh Apply Filter Clear Filter v Filename AY Size Last Updated AV Creator A V DO E Any 0 KB 12 Dec 2011 Jack Van Stanten 21 KB 12 Dec 2011 Jack Van Stanten penc 0 KB 1 Oct 2011 Rose T Smith GJ ErrorScreenshot gif 28 KB 1 Oct 2011 Rose T Smith Show 2 8 v rows per page 2 4 Displaying page of 1 gt 4 http downloads libraryinformationsystem ora serv Gh ExpectedBehavior jpg 3 E The attachment list includes the filename URL that was originally uploaded together with the file size in KB name of the person who attached it and the date uploaded In addition if you position the pointer over the filename and hold it there for a few seconds a detailed description is displayed as a tooltip To actually view the document simply click on the filename hyperlink and a new web browser window will open Depending on the type of file this window will either display the document web page or prompt you for a place to save it on your local computer To remove an exis
65. tomers more self sufficient with routine issues so that your support personnel can focus their time on the critical issues and complex enquiries This user manual outlines the features and functionality available in KronoDesk and demonstrates how to use the application to improve your customer satisfaction and optimize your customer support For information on how to install and administer KronoDesk please refer to the KronoDesk Administrative Guide 1 1 Improve Customer Satisfaction For your customers KronoDesk provides a single easy to use destination for all their support needs When they arrive with a problem question or enquiry KronoDesk will direct them to relevant knowledge base articles suggest helpful discussion threads and provide self service solutions so that they can find a wide range of immediate solutions and suggestions For those enquiries that do not match an existing article or have not yet been discussed in a support forum KronoDesk will direct the customer to log a help desk ticket The system provides an easy to use help desk submission form that gathers the appropriate information to ensure a speedy resolution of the problem The customer can use their personalized dashboard to view the status of their help desk tickets and provide additional information as requested by the support agents 1 2 Optimize Customer Support For your support agents KronoDesk eliminates the time and effort spent checking sep
66. tomers in one single place ensuring that they are able to monitor the support forums and help desk from a single screen 2 2 Knowledge Base The KronoDesk online knowledge base provides the first level of support to customers Instead of having to constantly respond to the same routine enquiries and support requests customer support agents can use the built in knowledge base to create articles related to different topics categories and products Knowledge base articles can be linked to multiple categories and also tagged with meta tags to make searching easier by customers The system includes full rich text editor so that articles can be formatted with lists tables different text styles and embedded hyperlinks 2 3 Support Forums The KronoDesk support forums provide the next level of support to customers Where a fully codified knowledge base article has not yet been synthesized and created by the support agents the support forums provide a place where users can search for existing messages concerning the same problem The support forums thereby provide a community where customers and support agents can post replies to common questions visible to the entire community This provides a faster turnaround for customers who can find immediate solutions to their issues and enables the support agents to focus their time on dealing customer issues that have not been previously encountered or customers issues that particularly complex or enviro
67. ug 2011 Assigned Jack Van Stanten Library Web Portal 4 Cannot add a new book to the system Rose T Smith 27 May 2011 Waiting on Customer Donna W Harkness Library Web Portal Permissions not updating when changed Bernard P Tyler 5 Apr 2011 Assigned Donna W Harkness Library Catalog System 12 May 2011 Waiting on Customer 4 The homepage hangs whilst loading Rory Jones Donna W Harkness Library Catalog System 2 Apr 2011 Waiting on Development Doesn t let me add a new category Bernard P Tyler Library Web Portal 28 Oct 2010 Open TK3 Cannot log into the application Martha Noble Jack Van Stanten Library Catalog System 12 Apr 2010 Open TK5 Clicking on link throws fatal error Rose T Smith Jack Van Stanten Book Inventory System 25 Jan 2010 Open Show 6 v rows per page This page displays on the left hand side a list of display options for viewing the help desk The available option will depend on your role in the system In general customers can only see their submitted tickets whereas customer support agents can see all the tickets in the system The following display options are available support agents user user who they are assigned to or who t
68. ums These forums provide help and support on the library catalog system that was developed to allow librarians to electronically track what books are on loan to various customers Forums Library Catalog Issues amp Questions 6threads 24 replies General discussions surrounding the use of the Library Catalog product This is appropriate forum for posting questions and issues to the community Last Post Rose T Smith Library Catalog Enhancement Suggestions 0 threads 0 replies Discuss ideas and suggestions for customising and extending the Library Catalog product Library Catalog Best Practices Othreads 0 replies Discussions of best practices for using the Library Catalog product in specific situations environments Please do not pose general issues in this forum This page displays the selected category together with a list of active forums in the category Each forum will be displayed along with the number of threads and replies in the forum as well as information describing the last post made in the forum If the forum is highlighted in green it means that there is at least one new thread or reply in the forum that you have not already read If the forum is in grey it means that there are no new forums or replies since the last time you visited 5 3 Forum Details If you click on the name of a forum it will bring up the forum details page KronoDesk Search Home Page Knowledge Base Forums Help Desk Forum Home For
69. ums gt Library Catalog Forums gt Library Catalog Issues amp Library Catalog Issues amp Questions EJ t General discussions surrounding the use of the Library Catalog product This is appropriate forum for posting questions and issues to the community Start New Thread Threads Thread Replies How do install the library catalog system onto my computer 4 Rose T Smith Saturday January 09 2010 7 00 00 PM Last Reply How do access the library catalog system for the first time Martha Noble Tuesday January 19 2010 7 00 00 PM Last Reply When I access the system get an HTTP 500 error any ideas Henry J Cooper Thursday March 04 2010 7 00 00 PM Last Reply When 1 login to the system 1 get an HTTP 404 error what s causing this Bernard P Tyler Tuesday February 09 2010 7 00 00 PM Last Reply How do backup and maintain the library system Martha Noble Friday January 29 2010 7 00 00 PM Last Reply What is my initial login and password for accessing the system Rory Jones Monday February 01 2010 7 00 00 PM Last Reply This page displays all the threads in the selected forum together with the number of replies to the thread the number of times the forum has been viewed and a description of the most recent reply to the thread If the thread is highlighted in green it means that there is either a new thread or there is at least one new reply that you have not already read If the thread

KronoDesk v1.0 User Manual

Contents

Download Pdf Manuals

Related Search

Related Contents