Home

KronoDesk v1.1 User Manual

Contents

1. gt Assign Tickets to Me gt 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 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 e 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 e 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 e 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 KronoDesk T F Y rickypona L 4 i Home Page Knowledge Base Forums Reports Ticket List v New Ticket Display Current Filter ar Please fill out the following form and cl
2. 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 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 i oe enno A 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
3. This displays a list of all the open tickets assigned to the current user e Unassigned Tickets This displays a list of all the open tickets that are not assigned to any support agenis e My Opened Tickets This displays a list of all the open tickets that were opened by the current user e My Closed Tickets This displays a list of all the closed tickets that were opened by the current user e All Open Tickets This displays a list of all the open tickets regardless of who opened them or who they are assigned to e All Closed Tickets This displays a list of all the closed tickets regardless of who opened them or who they are assigned to e All Tickets This displays a 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 e 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 e 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 e 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 1 1 Filtering and Sorting The main ticket grid allows you to filter and s
4. book eee ee ee ee Ee My Assigned Tickets Author c Validatio The table i cannot td Clickin Cannot ir Ex orting Quote ha Unassigned Tickets ID Name TK2 Book titi TK12 2 Doesn t W5 TK13 Validation on the edit book page Linrary Catalog System The edit book page keeps throwing validation errors even where form filled out correctly Tuesdey January 31 2072 TK Book title is always marked as deactivated Library Catalog System When selecting the Book item once entered in the title field is disabled and cannot be changed Wednesday Jawan 18 2072 TK9 Cannot add a new book to the system Library Weh Portal When 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 2077 W FR4 Book Inventory Issues amp Questions Book Inventory System General discussians surrounding the use of the Book Inventory product This is appropriate forum for posting questions and issues to the community oalurday Janay OF 2077 FRS Book Inventory Enhancement Suggestions Book inventory System Discuss ideas and suggestions for customising and extending the Book Inventory product Saturday Janay OF 2077 W FRG 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 Satuni
5. gt Send to Development changes the status to Waiting on Development Mark as Duplicate changes the status to Duplicate 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 either 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 v Add Note 5 Add Note pr u ESS FEFFE ta onnon 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 STS O S Product Library Catalog System O V Type Sates Resolution Customer Issue Network Assignee ackVanStanten 0 Priority tertile Operating System windows XP Browsers Affected Multiple O Other Information Fot v sze v BZ U S SB ee pal enno A None at the moment Hosted System Target Date 2 1 2012 m Reviewed By System Administrator v Phone Extension 1556 The list of fields will include both standard fields that are par
6. Article Title Author ID Last Updated L Common error messages and their causes when Donna W 4 1 2010 sing the book inventory Harkness 12 00 00 AM Jack Van 1 21 2010 KB15 KB18 Stanten Jack Van Stanten Donna W Harkness Donna W Harkness Jack Van Stanten Donna W Harkness Jack Van Stanten 12 00 00 AM 1 20 2010 12 00 00 AM 1 10 2010 12 00 00 AM 4 1 2010 12 00 00 AM 2 10 2010 12 00 00 AM 1 10 2010 12 00 00 AM 3 24 2010 12 00 00 AM KB1 KB13 KB16 KB20 KB14 KB19 Each article is displayed along with the author date it was last updated number of views and the ID of the article Clicking on the article hyperlink will display the article details page KronoDesk gt KBi8 Back to Article List 2 Recommended processes for managing a book inventory by Jack Van Stanten on Wednesday January 20 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 incididun
7. gt 10 Forums Book Inventory Issues amp Questions 6threads 24 replies gt 18 Threads General discussions surrounding the use of the Book Inventory product This is appropriate forum for posting questions and issues to the gt 90 Posts community Last Post Rose T 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 Inventory product in specific situations environments Please do not pose general issues in this forum Web Portal Forums Web Portal Issues amp Questions 6threads 24 replies General discussions surrounding the use of the Web Portal product This is appropriate forum for posting questions and issues to the community Last Post Rose T Smith Web Portal Enhancement Suggestions Othreads 0 replies Discuss ideas and suggestions for customising and extending the Web Portal product Other Announcements 0 threads 0 replies General company and products announcements not related to a specific product General Q amp A 0 threads 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
8. 1 800 555 1312 toll free or 1 2123 555 1312 outside US MyCompany Inc Powered by KronoDesk v1 1 Beta en US UTC 4 View Full Site Sign In This version of the mobile home page is for unauthenticated users and simply lets them search the knowledge base by keyword or article ID IT also provides links for logging in as a registered user customer When you click that link you will be taken to the mobile login page D KronoDesk gt Support Login Login rickypond Password Keep me logged in Sign In MyCompany Inc Powered by KronoDesk v1 1 Beta en US UTC 4 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 Once you have signed in you will see the registered customer view instead D KronoDesk gt Support Outstanding support is the foundation of our company and we want your experience with our products to be exceptional from the start We dedicate more than half our technical resources to support and we make support a priority over all other work Search the Knowledge Base Enter the keywords or Knowledge Base ID in the text box below to search for matching KB articles l Fill Out a Help Desk Tick
9. 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 KronoDesk Home Paye Knowledge Base Forums Support Overview Recent Updates Search the Knowledge Base Review of SpiraTest by GetApp Enter the keywords or Knowledge Base ID in the text box b low to search for matching KB articles e Search 2 knowledge base by category 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 Library Catalog Forums Book Inventory Forums Web Portal Forums Library Catalog Issues amp Questions Book Inventory Issues amp Questions Web Portal tssues amp Questions Library Catalog Enhancement Suggestions Book Inventory Enhancement Suggestions Web Portal Enhancement Suggestions Library Catalog Best Practices Book Inventory Best Practices gt See Mor gt Forum Fill Out a Help Desk Ticket To submit a help desk ticket you first need to either register as a new user or slon n as an existing customer Recent Forum Posts Vile ists How do backup and maintain the web portal system What is my initial login and password for accessing the system gt Devoteam Joins Inflectra Partnership Program E s KronoDesk Scheduled for Release June 7th Spira v3 2 Patch 11 Now Available Commit Joins Inflactra Partnership Program Popular Arti
10. Email Address a valid email address that notifications will be sent to First Name your first name Last Name your last name Middle Initial your middle initial if applicable Culture Locale choose a specific culture locale for your user This will determine which language pack is used by the application and what date format is used Timezone choose a specific timezone for your user This will determine the timezone that dates will be displayed in the application 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 Login You need to enter a valid login for SpiraTeam that corresponds to your user This allows you to view Spiraleam incidents linked to a specific KronoDesk help desk ticket Spira Api Key You need to enter the Spiraleam RSS token also Known as the API Key for the SpiraTeam user specified above Avatar Each user in KronoDesk can have a small graphic icon called an avatar associated with their account This icon will be displayed next to forum posts ticket comments etc You can click on the Browse button to change your avatar or R
11. gt My Assigned Tickets gt Unassigned Tickets gt My Opened Tickets gt My Closed Tickets IDAY Name Y Opener Y Product AY Priority AY Assignee AY Created Date 4 Status A Y TK ay v Any y TK4 4 Not able to add new author Bernard P Tyler Library Catalog System TK13 Validation on the edit book page Rose T Smith Library Catalog System TK2 Book title is always marked as deactivated Rory Jones Library Catalog aw il Em Donna W 17 Dec 2011 Harkness Open Jack Van Stanten 6 Dec 2011 Assigned 18 Jan 2012 Open gt All Open Tickets gt All Closed Tickels gt All Tickets E System Bernard P Tyler Book Inventory System Martha Noble Library Catalog System Library Catalog System Library Catalog System Book Inventory System Library Web Portal Library Web Portal Bernard P Tyler Library Catalog System Library Catalog System Library Web Portal Library Catalog System Book Inventory System Donna W Harkness Donna W Harkness Jack Van Stanten Donna W Harkness Donna W Harkness Jack Van Stanten Donna W Harkness Donna W Harkness Donna W Harkness 24 Nov 2011 Waiting on Development Waiting on Development Assigned 4 User expeciations from old client app Operations gt Assign Tickets to Me gt Assign Tickets to User
12. Filename AY Size AV Last Updated AV ID av Ae ee A ee Show 15 v rows per page 4 lt 4 Displaying page 1 of 0 gt gt 4 1i 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 Screenshat gt Paste image from clipboard Description 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 TKT Rafresh Author cannot be updated after sat Product Library Catalog System Cnoatod Saturday October 01 201145400 AM hy Rose Sith Shahin Asslqneed Doseription When seleciing lhe Autor field and changing A upon saving he Author heki will r
13. Please do not pose general issues in Tag Cloud this forum accessing backups book 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 The Recent Posts and Statistics widget will also be filtered to only include threads posts from the current category The Tag Cloud will show tags from all categories 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 Seah ee rickypond Home Page Knowledge Base Help Desk Reports Forum Home Most Popular Forums gt Library Catalog Forums gt Library Catalog Issues amp gt What is my initial login and gt 2 password for accessing the Library Catalog Issues amp Questions tan A Subscribe gt How do l access the library catalog General discussions surrounding the use of the Library Catalog product This is appropriate forum for posting questions and issues to the community system for the first time 1 19 2010 gt Start New Thread How do
14. backup and maintain the Threads library system 1 23 2010 l gt How do install the library catalog Replies Views system onto my computer 1 9 2010 gt When I access the system get an HTTP 500 error any ideas 3 4 2010 How do install the library catalog system onto my computer Lz 4 4 Rose T Smith Saturday January 09 2010 7 00 00 PM Last Reply Rose T Sn How do access the library catalog system for the first time Statistics Martha Noble Tuesday January 19 2010 7 00 00 PM Last Reply Rose T Smith p gt Threads 6 gt Replies 24 When I access the system get an HTTP 500 error any ideas Henry J Cooper Thursday March 04 2070 7 00 00 PM Last Reply Rose T Smith When login to the system get an HTTP 404 error what s causing this Bernard P Tyler Tuesday February 09 2070 7 00 00 PM Last Reply Rose T Sm 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 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 ca
15. 2003 ai Cance gt a You can change the name description body tags and assigned categories for the article Once you are 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 Name Description Fon v sz v BZ u fi e ennof be egnom Tas 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 sort direction arrow Y Attachments gt Add New Delete Refresh Apply Filter Clear Filter cE ee ee Li is Y rows per page ll 4 Displaying page of 0 gt h To add a new document attachment to the article click on the Add New hyperlink and the foll
16. Add New Attachment Type i Screenshot URL Description 3 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 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 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 4 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 SpiraTeam RSS To
17. 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 together with widgets that display recent posts a tag cloud and summary statistics KronoDesk Search lt a _ rickypond F Home Page Knowledge Base Forums Help Desk Reports Customer Forums Recent Posts Home Page gt Forums gt How do backup and maintain the Welcome to the MyCompany customer forums where you can discuss MyCompany products with others and contribute t
18. description and meta tags for 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 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 Tagged Forers Library Canpess Forres gt Lany Citass sins gt How do access the libra library catalog x3 How do access the library catalog system for the first time 0 accessing x2 Subscribe Statistics hi 2 Martha Noble Started 1 79 2010 Tuneciy January 19 200 Last Rep y 24 2010 Replies 4 Lorem ipsum dolor st amet consectetur adipisicing elit sed do eusmod tempor incididunt ut labore et dolore magna aliqua Lorem ipsum dolor sit amet Views 51 consectetur adipisicing eft sed do eiusmod tempor incididunt ut labore et dolore magna aliqua Lorem ipsum dolor s amet consectetur adipisicing elit sed go eiusmod tempor incididunt ut labore et dolore magna aliqua Tags library catalog accessing gt Heply Quote Edi Delete 4 Replies ry Ricky Pond Lorem ipsum dolor sit amet consectetur adiprevcing eli sed do usrnod tempor wordedul ul labore et dolore magna abqua Lorern psum dolor sil arit consectetur adipisicing eiit sed do ciusmod tempor incididunt
19. 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 1 1 Tag Cloud The tag cloud displays a list of all the tag names associated with forum threads in the system The size of the font is proportional to the number of threads associated with the tag Clicking on a tag name will take you to the following page that lists all the threads that have been tagged with the specific tag KronoDesk Search 9 Si Du tickypond Home Page Knowledge Base Forums Help Desk Reports Tagged Threads Statistics lt lt Back to Forums Home gt Threads 6 Tag Cloud Replies Views accessing backups book inventory database error The following threads have been tagged with iis j 7 D w a When I access the system get an HTTP 500 error any ideas 4 4 F y Lorem ipsum dolor sit amet consectetur adipisicing elit sed do eiusmod tempor incididunt ut labore web server iis error by Henry J Cooper Thursday March 04 2010 7 00 00 PM EXTENSIONS noinosrsr Ws When I access the system I get an HTTP 500 error any ideas K a install library catalog Lorem ipsum dolor sit amet consectetur adipisicing elit sed do
20. on Customer 1 5 Jun 2012 Created Ricky Pond Ticket Note Can you try restarting the IIS application pool Show s v rows per page 4 lt Displaying page 1 of 1 gt gt The change history displays the date that each change was made together with the fields 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 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 Ricky Pond Name Ricky Pond Login rickypond Email Address donotreplyi1 kronodesk net Member Since Thursday December 31 2009 Culture Locale English United States Timezone Eastern Daylight Time UTC 4 Roles gt Manager Spira Login Spira Api Key gt Edit Profile Change Password gt Account Home gt Edit Profile gt Change Password My Threads Thread Replies My Replies Replies What is my initial login and password for accessing the system Rory Jones Thursday July 01 2010 Last Reply Rose T Smit How do backup and maintain the web portal system Martha Noble Monday July 19 2010 Last Reply Rose T Smit
21. or just tickets for a specific product Clicking on the Display Data Grid link will display the underlying data that is being used to generate the graph In addition clicking on the Download Data as CSV link will export the datagrid into Comma Separated Values CSV format that can be opened in MS Excel Some browsers also support the ability to save the graph as an image file JPEG PNG and GIF formats 8 6 Ticket Custom Graphs The ticket custom graph widget shows how many tickets are currently in the system The number of tickets is displayed according to the criteria that you specify You can specify the type of data displayed along the x axis and the ticket information that is used to group the data When you first open the graph you will be asked to pick the field that you would like to display on the x axis and the field that you would like to group the data by Once you have chosen the appropriate fields the graph will be displayed Ticket Custom Graphs a ald Ticket Custom Graphs Low Medium High Critical Assigned Closed Duplicate Mon lsue Open Waiting on Custonveanting on gt Display Data Grid Save As JPEG BMP PNG a In the illustration above the x axis represents the ticket status and the individual bars are grouped by the priority of the ticket Each data value can be viewed by positioning the mouse pointer over the bar anda tooltip will pop up listing the actual data value Clicking on t
22. 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 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 What is 1 1 Answer Dre E a Je ee SUDMIT ILL ET You will be asked to provide the answer to your secret question If you successfully enter the 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 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 art
23. the system get an HTTP 500 error any ideas My Open Tickets iaw All ip Name Product Library Catalog System Library Web Portal Created Date Status 14 Dec 2011 27 May 2011 12 Apr 2010 Open 25 Sep 2009 2 Sep 2009 Assignee Last Updated Waiting on Development Donna W Harkness 12 Jan 2012 Jack Van Stanten 1 Jul 2011 Jack Van Stanten 4 Jun 2010 Donna W Harkness 15 Nov 2009 15 Sep 2009 TK19 cannot log inte the application TK15 The tables get cutoff on low res modes Waiting on Customer Library Catalog System Library Web Portal TK3 FI Cannot log Jito Ue Applicaton TKI S Assigned Assigned dhing the dele on an author is clunky TK W Cannot install sysiom on Oracle 9i Book Inventory System Jack Van Stantan Sign Out Help marthanoble q Recent Updates Review of SpiraTest by GetApp gt Devoteam Joins Inflectra Partnership Program me gt KronoDesk Scheduled for Release June 7th gt Spira v3 2 Patch 11 Now Available gt Commit Joins Inflectra Partnership Program Popular Articles More Sripiess gt How to install the library catalog system onto a server gt Best practices when using the web portal system gt How to upgrade your library catalog installation to the latest version gt Recommended security settings to ensure that the library system is secure gt Common eror messages and their causes when using the book inventory Recent Articles Mote
24. 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 e Recent Updates If enabled by 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 e 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 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 e Subscribed Articles This widget displays a list of the knowledge base articles 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 KronoDesk SSS 4 Home Page Search Results gt Modify Layoul Settiy The following 34 results match your keyword s
25. ul labore t dolore magna aliqua Lorem ipsum dolor St amet consectetur adipisicing elit sed do eiusmod tempor incididunt ul labore et dolore magna aliqua Meadar January t9 2010 gt Reply Quote Edi Delete H i Donna W Harkness Wecnescday January 20 2010 Lorem ipsum dolor sit amet consectetur adipisicing lit sed do Gusmod tempor ncodedunt ut labore et dolore magna aliqua Lorem psum dolor sil amet consectetur adiprsiang chi sed do eusmod tempor madiduni ul labore et dolore magna aliqua Lorem ipsum dolor sel amet consectetur adipising elit sed do eiusmod tempor medidunt ul labore el dolore magna aliqua gt Reply Quote Edit Deiete 2 Jock Von Stenten Tumeday Marth 23 2010 Lorem ipsum dolor sit amet consectetur adipisicing elit sed do enusmod tempor inciddunt ut labore et dolore magna aliqua Lorem psum dolor sit amet consectetur adipsicing eM sed do eusmod tempor incdiduri ul labore ef dolore magna aliqua Lorem ipsum dolor sa amet consectetur adiprsicing elit sed o Giusmod tempor incididunt ut labore et dolore magna aliqua gt Reply Quote Ede 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 information 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 curren
26. Articles gt Common error messages and their causes when using the library system gt Best practices when using the library catalog system Common error messages and thei causes when using the book inventory Best practices when using the book inventory system gt Common error messages and their causes when using the web portal Subscribed Threads More Poasi Useful Links gt Linki Link Link 3 This version of the home page contains all the widgets in the public version with the following additions e 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 e My Open 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 employ
27. KronoDesk KronoDesk User Manual Version 1 1 Inflectra Corporation Date October 28th 2013 inflectraZ 8 3 Ticket Open Count 44 Contents 8 4 Ticket Aging 45 8 5 Ticket Turnaround Time 45 1 Introduction 2 8 6 Ticket Custom Graphs 46 1 1 Improve Customer Satisfaction 2 9 Mobile Access 47 1 2 Optimize Customer Support 2 9 1 Mobile Home Page 47 2 Functionality Overview 3 9 2 Knowledge Base 48 2 1 Dashboards 3 9 3 Help Desk 49 2 2 Knowledge Base 3 2 3 Support Forums 3 2 4 Help Desk Ticketing 3 2 6 User Account Management 4 2 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 24 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 42 8 Reports 43 8 1 Ticket Progress Rate 43 8 2 Ticket Cumulative Count 44 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 tail
28. Name your last name e Middle Initial your middle initial if applicable e Culture Locale choose a specific culture locale for your user This will determine which language pack is used by the application and what date format is used e Timezone choose a specific timezone for your user This will determine the timezone that dates will be displayed in the application e Password enter your desired password twice to ensure that you have entered it correctly e 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 information 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 Logn a password P 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
29. a server Best practices when using the web portal system gt How to upgrade your library catalog installatian to the latest version gt Recommended security settings to ensure thal the library system is secure gt Common error massages and their causes when using the book inventory Recent Articles Alore Anioles 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 gt Best practices when using the book inventory system gt Common error messages and their causes when using the web portal Subscribed Threads More Pests This version of the home page contains all the widgets in the public version with the following additions 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 e Subscribed Articles This widget displays a list of the knowledge base articles 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 whe
30. ar 2010 Jack Van Stanten 24 Mar 2010 Jack Van Stanten 23 Mar 2010 Jack Van Stanten 93 Feb 2010 Donna W Harkness 1 Feb 2010 Donna W Harkness 1 Feb 2010 2 How to install the book inventory system onto a server Donna W Harkness 9 Jan 2010 2 How to troubleshoot IIS issues when using the book inventory system fot the fitsttime Donna W Harkness 93 Jan 2010 2 Ho w to configure and install IIS on Windows 2003 and Windows XP 2 How to configure and install IS on Windows 2008 and Windows Vista 7 Show 15 y fows per page Tag Cloud a a best practices DOOK INVENtOTY si sis error messages tags s INStalll issues library catalog processes wary training troubleshooting upgrades web portal web H 4 Displaying page 1 Copyright 2006 2012 MyCompany Inc All Rights Resorved en US Tet 1 400 555 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 font 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 docu
31. 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 Naming 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 Prefix Ariat Prei Poa oo R S SC SS 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 F Help Desk Ticket SpiraTeam 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
32. ata Grid Reset Zoom Save As JPEG BMP PNG In this version of the report the y axis represents the number of tickets and the x axis represents a specific week in the time span Each data point can be viewed by positioning the mouse pointer over the point and a tooltip will pop up listing the actual data value You can also filter the type of ticket being reported the product as well as change the date interval If you choose a smaller date range the x axis will switch from weekly to daily and if you choose a larger date range the x axis will switch to monthly Clicking on the Display Data Grid link will display the underlying data that is being used to generate the graph In addition clicking on the Download Data as CSV link will export the datagrid into Comma Separated Values CSV format that can be opened in MS Excel Some browsers also support the ability to save the graph as an image file JPEG PNG and GIF formats 8 3 Ticket Open Count The open ticket count chart displays the net number of open tickets in the system over a particular date range categorized by ticket priority either for all ticket types and or products or for a specific ticket type and or product Ticket Date Range Graphs Graph Name Ticket Open Count Product _an Type All Date Range 530 101 M Ticket Open Count 1 Critical High In this version of the report the
33. ata Grid Save As JPEG BMP PNG This report can be filtered by the type of ticket and or product so for example you can see the aging of just support tickets or just tickets for a specific product Clicking on the Display Data Grid link will display the underlying data that is being used to generate the graph In addition clicking on the Download Data as CSV link will export the datagrid into Comma Separated Values CSV format that can be opened in MS Excel Some browsers also support the ability to save the graph as an image file JPEG PNG and GIF formats 8 5 Ticket Turnaround Time The incident turnaround time chart displays the number of days incidents have taken to be closed from the time they were first raised in the system The chart is organized as a stacked histogram with the count of incidents on the y axis and different turnaround time intervals on the x axis Each bar chart color represents a different incident priority giving a project manager a snapshot view of the turnaround time of project incidents by priority Ticket Snapshot Graphs Ticket Turnaround Time L Hone E 4 Low E 3 Medium E 2 High Wl i Critical 0 0 7 8 44 15 21 22 28 29 35 3642 43 49 50 56 57 63 6470 71 77 78 84 84 90 gt 90 gt Display Data Grid Save As JPEG BMP PNG This report can be filtered by the type of ticket and the product so for example you can see the turnaround time of just infrastructure tickets
34. cles More cee Hew 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 What is my initial login and password for accessing the system How do backup and maintain the book inventory system When access the system get an HTTP 500 error any ideas Recent Articles More Angles 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 rror 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 e 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 e 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 titl
35. e 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 separate 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
36. e 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 oe Name Author cannot be updated after set OLED Fat s _v e FF aa euno k 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 ahi reads bie a because changing the it w Mely several other fields in the book Py Notes Do A gt Upload Cancel This dialog lets you add a new incident to the linked instance of SpiraTeam You need to first choose the SpiraTeam 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 Spiraleam Once the incident has been added it will appear in the KronoDesk incident list 6 3 5 Ticket Notes This panel displays the list of notes that have been added to the h
37. e will display a popup tooltip containing the long description of the post e Recent Updates If enabled by 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 e 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 e 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 Home Paye Knowledge Base Forums gt Modify Layoul Sellings Add hiems to Dashboard Support Overview Search the Knowledge Base Enter the keywords or Knowledge Base ID in the text box below to searc
38. e you back to the knowledge base list page with the filter set to the tag name in question e 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 e 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 Name How to configure and install IIS on Windows 2003 and Windows XP 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 Bi U E 3 EEFE ba emOon 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 Tags web server iis install windows
39. ee home page illustrated below KronoDesk Home Paye Knowledge Base Forums gt Modify LayoulSellings Add Wfems to Dashboard My Assigned Tickets Vaw All Name Help Desk Lustomestiome Page Product Opener Created Date H Author cannot be updated after set 3 2 Valitiation on fhe adti book pagu The tables gel cutoff on low res modes Lannot log into ihe application Clicking on link throws fatal error Cannot install system on Oracte 9i 2 Exporting dats to excel 2 Quote handling issues hrougnour Unassigned Tickets View All Library Catalog System Library Catalog System Library Web Portal Library Catalog System Book Inventory System Book Inventory System Book Inventory System Book Inventory System Rose T Smith Rose T Smith Martha Noble Martha Noble Rose T Smith Martha Noble Rose T Smith Rory Jones 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 Custom er 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 Sign Out Help jackvanstanten Recent Updates Review of SpiraTest by GetApp Devoteam Joins Inflectra Partnership Program KronoDesk Scheduled for Release June 7th Spira v3 2 Patch 11 Now Available Commit Joins Inflectra Partnershi
40. eiusmod tempor incididunt ut labore ron password security web portal ErP kl lani by Henry J Cooper Monday May 31 2010 8 00 00 PM web server O When I access the system I get an HTTP 500 error any ideas Lorem ipsum dolor sit amet consectetur adipisicing elit sed do eiusmod tempor incididunt ut labore l wel server iis ita by Henry J Cooper Thursday June 24 2010 8 00 00 PM 9 9 When I login to the system I get an HTTP 404 error what s causing this Lorem ipsum dolor sit amet consectetur adipisicing elit sed do eiusmod tempor incididunt ut labore web server iis extensions by Bernard P Tyler Tuesday February 09 2010 7 00 00 PM When I login to the system I get an HTTP 404 error what s causing this i id Lorem ipsum dolor sit amet consectetur adipisicing elit sed do eiusmod tempor incididunt ut labore web server iis extensions by Bernard P Tyler Saturday June 19 2010 8 00 00 PM O When I login to the system I get an HTTP 404 error what s causing this e Lorem ipsum dolor sit amet consectetur adipisicing elit sed do eiusmod tempor incididunt ut labore ry web server ii extensions by Bernard P Tyler Saturday May 22 2010 8 00 00 PM O 5 1 2 Recent Posts This widget displays a list of the most recent forum posts in the system including the name and date of the post Position
41. 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 think you need to use P 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 t
42. elp desk ticket Each of the notes will contain the date time that the note was added the name and avatar of the submitter and the full text of the note v Ticket Notes Displaying list of notes Newest First Oldest First Refresh Rose T Smith Friday December 16 2011 5 46 00 AM Ah that means that the ME for the book are set to not allow author changes Ricky Pond Friday December 16 2011 4 11 00 AM Lam checking the checkbox however noticed that as soon as press the Save button the checkbox becomes unchecked before the page reloads Is it supposed to do that Rose T Smith Monday December 12 2011 2 34 00 AM 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 other fields in the book record potentially overwriting data The field that get changed are 1 Author Biography 2 Author URL 3 Author Index 4 Pet of Author You can sort the list of ticket notes by date either oldest first or newest first depending on your preference 6 3 6 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 a Change Y Change Date AV Action Y Changed By Y Field Name 4 Old Value 4 New Value Y c ee i ee 2 5 Jun 2012 Modified Ricky Pond Waiting
43. emove to switch your user back to the default image 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 Contirm New 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 current password and that the two instances of the new password match the system will change your password 8 Reports This section describes the reporting features of KronoDesk including an overview of each of the report types that are available When you click on the Reports tab on the global navigation bar you will initially be taken to the reports home page illustrated below KronoDesk a i i atia sie Home Page Knowledge Base Forums Help Desk Reports Ticket Date Range Graphs Graph Name Ticket Open Count 7 Product al Type ai Date Range 530 10 1 Ticket Open Count 12 1 Critica 0 May 30 11 Jun 30 17 gt Display Data Grid Reset Zoom Save As JPEG BMP PNG Ticket Snapshot Graphs Ticket Custom Graphs Graph Name Ticket Aging Product yas F Type ai X Axis Statu
44. er 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
45. eserved en US Eastern Daylight Time UTC 4 Tel 1 800 555 1212 Help Desk Legal Notices Privacy Policy This page displays the following information e 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 e 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 e Tags This pane displays a 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 tak
46. et 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 If you prefer the phone MyCompany s support specialists are ready to assist you with your issue 1 800 555 1212 toll free or 1 212 555 1212 outside US My Open Tickets Name Status Assignee author cannot be updated after set Assigned Jack Van Stanten 1 Oct 2011 4 Clicking on link throws fatal error Open Jack Van Stanten 1 Mar 2010 bea Cannot add a new book to the Assigned Donna W system Harkness TK13 4 validation on the edit book page Assigned Jack Van Stanten 31 Jan 2012 Donna W Harkness Last Updated 29 May 2011 TK17 2 Session handling Waiting on Customer 17 Sep 2011 Waiting on Jack Van Stanten 10 May 2009 Development TK21 2 Exporting data to excel gt Create New Ticket In addition to the knowledge base keyword search the page will now display a list of open help desk tickets that your user has created You can click on the hyperlink of the ticket to view the details of the ticket You can also click on the Create New Ticket hyperlink to create a new help desk ticket 9 2 Knowledge Base When you enter a keyword into the knowledge base search box and click Search you will be taken to the page that lists the matching knowledge base articles ID KronoDesk gt Knowledge Base Displaying KB articles that match book Article
47. evert back lo wheal A wee originally Display Curent Miner m El Wot able to add new author Friday Decamber 16 2011 10 46 00 AM by Rose T Smith W Validation on the mdi beak pag Ah thal means thal ihe RY bor the book are get bo nol aor aulhor changes Aj Book We amp abuse marked as dard a erate tlw Pt Friday December 16 2019 9 14 00 AM by Ricky Pond eo d king the checibox however noticed that as soon as press the Save button the checkbox becomes unchecked belare the page reloads T Mahuas cores bor ripida altos aa H Session handling gt Add Nolte Database nol backing up correctly E The tables geleuf on bow nes med Ej Cannot add a new book to th ayaler Product z Tipy Sia H Permissions nol updating when char Resolution W The homepage hangs whilst kading T Section 508 compllance Doesn t let me add a new category Closed Dale H Vasdatian on the edit book pag ae nal Operating System 7 Browsers Affected imps Other information User much cick Uplate butan tec Ticket Flalds Assignes J Priotity Cries Feat vs Fay Esae hajo Mone si tha moment Hosted Shamim Target Daa 242 Reviewed By y Phone Extension 1656 Response Time mins k Atechmanis r Incidents Ticket Notes History 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 execu
48. gt Unassian Tickets S cannot log into the application 14 Dec 2011 li Author cannot be updated after set Rose T Smith 1 Oct 2011 Waiting on Customer Assigned Z Session handling Rose T Smith 15 Sep 2011 Rory Jones 16 Aug 2011 4 Database not backing up correctly Martha Noble Waiting on Customer i Assigned 4 The tables get cutoff on low res modes 27 May 2011 Rose T Smith 5 Apr 2011 4 Cannot add a new book to the system Waiting on Customer Waiting on Development 28 Oct 2010 Open Permissions not updating when changed 12 May 2011 Rory Jones 2 Apr 2011 heal The homepage hangs whilst loading Bernard P Tyler 4 Doesn t let me add a new category Martha Noble Jack Van 12 Apr 2010 Open Stanten Jack Van Stanten TK3 2 Cannot log into the application TK5 Rose T Smith 25 Jan 2010 Open 2 Clicking on link throws fatal error Show 15 7 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 e My Assigned Tickets
49. h What is my initial login and password for accessing the system Rory Jones Saturday July 17 2010 Last Reply Rose T Smith Mc When access the system get an HTTP 500 error any ideas Henry J Cooper Friday June 25 2010 Last Reply Rose I Smith 4 This page will display your user s name login email address date of registration culture locale timezone linked SpiraTeam login and RSS Token also known as the API Key avatar image 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 My Links Edit User Profile Please update y Login Emall Address First Name Lest Nome Middle initial our user s profile below rickypond donotreply 1 kronodesk net Ricky Pond Culture Locale Use appcanon Detmit Timezone RSS Token Use Appiratien Defaut CO6F494D CE6A 4B22 A1EC F7A6A5395900 gt Gonerelte Wee he What is 1 17 Uploed New De more than 100 in sine ard no larger than 190100 phen square Ox owes You can update the following fields on this page Login the username that you d like to use in the system This has to be unique
50. h for matching KB articles gt Or browse the knowledge base by category 2 Ask a Question in the Forums Search the forums for an answer to your question of ask a question if you can t find the answer Library Catalog Forums Book Inventory Forums Web Portal Forums Library Catalog Issues amp Questions Book Inventory Issues amp Questions Web Portal Issues amp Questions Library Catalog Enhancement Suggestions Book Inventory Enhancement Suggestions Web Portal Enhancement Suggestions Library Catalog Best Practices Book Inventory Best Practices gt See More Forums 9D Fill Out a Help Desk Ticket You do not have sufficient permissions to submit a help desk ticket Please contact supponDmycompany com to request that your user account be upgraded Recent Forum Posts Mure Posts How d backup and maintain the web portal system What Is my initial login and password for accessing the systam What Is my initial login and password for accessing the system How do backup and maintain the book inventory system When access the system get an HTTP 500 error any ideas Sign Out Help henrycooper Recent Updates gt Review of SpiraTest by GetApp Devoteam Joins Inflectra Partnership Program E gt KronaDesk Scheduled for Release June 7th Spira v3 2 Patch 11 Now Available Commit Joins Inflactra Partnership Program Popular Articles More Articies How to install the library catalog system onto
51. he Display Data Grid link will display the underlying data that is being used to generate the graph In addition clicking on the Download Data as CSV link will export the datagrid into Comma Separated Values CSV format that can be opened in MS Excel Some browsers also support the ability to save the graph as an image file JPEG PNG and GIF formats 9 Mobile Access This section describes the functionality available in KronoDesk when accessing the system from a mobile device such as an iOS smartphone tablet iPod Touch iPhone and iPad or an Android smartphone tablet Galaxy Nexus Droid Kindle Fire etc 9 1 Mobile Home Page When you access the main KronoDesk URL using a mobile device the system will detect that you re using a mobile web browser and automatically redirect to you the mobile home page ID KronoDesk gt Support Outstanding support is the foundation of our company and we want your experience with our products to be exceptional from the start We dedicate more than half our technical resources to support and we make support a priority over all other work Search the Knowledge Base Enter the keywords or Knowledge Base ID in the text box below to search for matching KB articles fF Fill Out a Help Desk Ticket To submit a help desk ticket you first need to sign in as an existing customer If you prefer the phone MyCompany s support specialists are ready to assist you with your issue
52. he library catalog system for the first time C SY O ees 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 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 New Ticket All Open Tickets gt Create New Ticket Displaying 1 15 out of 21 Tickets gt Apply Filter Clear Filter Refresh Display Options
53. he point and a tooltip will pop up listing the actual data value You can filter the report by the type of ticket and or product and also change the date range e g displaying only the infrastructure tickets for the date range If you choose a smaller date range the x axis will switch from weekly to daily and if you choose a larger date range the x axis will switch to monthly Clicking on the Display Data Grid link will display the underlying data that is being used to generate the graph In addition clicking on the Download Data as CSV link will export the datagrid into Comma Separated Values CSV format that can be opened in MS Excel Some browsers also support the ability to save the graph as an image file JPEG PNG and GIF formats 8 2 Ticket Cumulative Count The cumulative ticket count chart displays the cumulative total number of tickets logged in the system over a particular date range either for all ticket types and or products or for a specific ticket type and or product The report displays two data series one illustrating the total count of all ticjets the other the total count of all open tickets i e with status not set to a closed status Ticket Date Range Graphs Graph Name Ticket Cumulative Count 7 Product ai 7 Type All 7 Date Range 5 30 10 1 gaf Ticket Cumulative Count PES De O E a E Total Count 4 24 EEE May 30 11 gt Display D
54. ick the Submit button at the bottom of the page when you are ready to submit the ticket 1 Not able to add new author Validation on the edit book page 2 Book title is always marked as deaci Font Sze B 7z u amp 22 t s00 gt A 1 User expectations from old client apr ee 2 Cannot log into the application E Author cannot be updated after set E Session handling Database not backing up correctly Z The tables get cutoff on low res mod a Cannot add a new book to the syster 1 Permissions not updating when char Z The homepage hangs whilst loading 4 Section 508 compliance v Ticket Fields Z Doesn t let me add a new category Product Type Validation on the edit book page Please enter the name of this ticket Resolution Priority Operating System J Browsers Affected Other Information F Hosted System Target Date Phone Extension 1000 Response Time mins gt Attachments e Cancel Submit This page displays the following information e 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
55. icles 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 Search Home Page Forums Help Desk Categories Refresh Knowledge Base Articles Refresh All Categories Displaying 1 15 out of 28 Articles gt Apply Filter Clear Filter Create New Article 3 Book inventory Articles Article Title A Y Author AY Last Updated AV Views AY Library Catalog Articles i y _ Donna W Harkness 31 Mar 2010 6 Donna W Harkness 31 Mar 2010 6 2 Common error messages and their causes when using the book inventory Donna W Harkness 31 Mar 2010 Donna W Harkness 31 Mar 2010 Donna W Harkness 31 Mar 2010 Donna W Harkness 31 Mar 2010 Jack Van Stanten 24 Mar 2010 KBS Jack Van Stanten 23 Mar 2010 KB7 Jack Van Stanten 23 Mar 2010 K K519 w lo upgrade your web portal installation to the latest version Jack Van Stanten 23 Mar 2010 7 KB27 Recommended security settings to ensure that the library system is secure Jack Van Stanten 9 Feb 2010 KB11 5 Misc Asticies f mm
56. ing the mouse over the title will display a popup tooltip containing the long description of the post 5 2 Category Details If you click on the name of a category it will bring up the category details page rickypond KronoDesk Search i Home Page Knowledge Base Forums Help Desk Reports Category Home Recent Posts Forums gt Library Catalog Forums gt When access the system get an z 5 ri Library Catalog Forums sett eror any ideas 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 gt When login to the system get an customers HTTP 404 error what s causing this 2 9 2010 Forums gt What is my initial login and n password for accessing the Library Catalog Issues amp Questions o 6 threads 24 replies system 2 1 2010 General discussions surrounding the use of the Library Catalog product This is appropriate forum for posting questions and issues to the community a Last Post Rose T Smith istics Library Catalog Enhancement Suggestions 0 threads 0 replies gt 3 Forums Discuss ideas and suggestions for customising and extending the Library Catalog product gt 6 Threads gt 30 Posts Library Catalog Best Practices 0 threads 0 replies Discussions of best practices for using the Library Catalog product in specific situations environments
57. ken into your KronoDesk user profile This is described in more detail in section 7 1 v 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 v Incidents lt gt gt Add New Incident Refresh Name Type Status a Priority Severity Owner Last Updated Opener Worable to add new sithi Incident Assigned 2 High null Joe P Smith Sat Nov 1 2003 Joe P Smith i Edie daon an atitfiortes ilink Bug Assigned 3 Medium 1 Critical JoeP Smith TueNov42003 JoeP Smith _ Enhancement Assigned 1 Critical 1 Critical Fred Bloggs Mon Nov 17 2003 Fred Bloggs Enhancement Closed 4 Low 1 Critical Fred Bloggs Tue Nov 25 2003 Fred Bloggs i f Enhanraman t MMhnlinnta lA Pritiesnt 17 Miah meeli Tua Mau DE DAN Ernd Rianne 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 th
58. ket click the Submit button 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 cellohone network When you click on the hyperlink to view an existing help desk ticket the following page will be displayed D KronoDesk gt TK 1 Name Author cannot be updated after set Summary When selecting the Author field and changing it upon saving the Author field will revert back to what it was originally Friday December 16 2011 10 46 00 AM by Rose T Smith y Ah that means that the security settings for the book are set to not allow author changes Add Note Status Assigned No Operations Available Cancel gt Submit Ticket Fields Product Library Catalog System Type Resolution Customer Issue Network Assignee Priority Closed Date Operating System Windows XP Browsers Affected _ Multiple Other Information User much click Update button twice None at the moment Hosted System wd Target Date 2 1 2012 ra ii Phone Extension 1556 Response Time mins 5 69 Cancel Submit This page lets you view the current help desk ticket make changes to any of the fields and add a new note to be sent to the customer support agent working on the ticket The list of fields will include both standard fields that are
59. 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 HomePage EIST Categories Refresh All Categories e Book Inventory Articles SE Book Inventory News Article Book Inventory Technical G3 Library Catalog Articles m Msc Arniches O Web Portal Articles Knowledge Base Articles Refresh Search Forums Help Desk Displaying 1 8 out of 8 Articles gt Apply Filter Clear Filter Create New Article Article Title AY 2 Common error messages and their causes when using the book myentory 2 Database maintenance plans for our products 2 How to upgrade your book inventory installation to the latest version 2 Recommended security settings fo ensure thal the library system ts secure Author AY Last Updated av Views AY Any x pal Donna W Harkness 31 M
60. limited 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 Account 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 Knowledge Base a ee ee a Zh eo Zj 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
61. ments 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 5 Sign Out Help earch g KronoDesk Knowledge Base Article List X Display Current Filter y Common error messages and their c 2 Best practices when using the library rickypond Home Page Forums Help Desk Reports Article Info EJ Last Updated 2 2 2010 Article ID KB9 Views 7 Tags install x9 web server x5 windows 2003 x1 Knowledge Base Article 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 Common error messages and their c 2 Best practices when using the book i 2 Common error messages and their c 4 How to configure and install IIS on Windows 2003 and Windows XP by Donna W Harkness on Tuesday February 02 2010 Subscribe Lorem ipsum dolor sit amet consectetur adipisicing elit sed do eiusmod tempor incididunt ut labore et dolore magna aliqua Lorem ipsum dolor sit a
62. met 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 2 Best practices when using the web p 2 Database maintenance plans for our 2 How to upgrade your library catalog i 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 2 How to upgrade your book inventory 2 How to upgrade your web portal insti Recommended security settings to e 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 Operations gt Edit This Article la Suggested training for users of the lil Create New Article a Suggested training for users of the b gt Delete This Article Creator AV Any v Any v v Filename 4 Size AY Last Updated 4V oA s o m Show 5 15 rows per page IDAV L 4 lt Displaying page 1 of 0 gt gt la Suggested training for users of the w 2 How to configure and install IIS on W Copyright 2006 2013 MyCompany Inc All Rights R
63. n subscribe to the current forum in an RSS compatible newsreader If you click on the Subscription hyperlink underneath the forum title 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 In addition the Most Popular widget displays a list of the forum threads that have been most frequently viewed by users of the system Each thread 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 thread 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 KronoDesk e 2 rickypond Home Page Knowledge Base Forums Help Desk Reports 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 Wednesday October 30 2013 HEEE pal egoo Tags C Subscribe to this thread gt Post Message Cancel You need to enter the subject
64. nar TA ce r ha Oc wt er ha Uhe ais A Common error messages and them causes when using the library sysiem Web artal Artirio lt Web Portal Articles a Best practices when using the Ebrary catalog system Best practices when using the book inventory system 2 Common error messages and lhe causes when using the web portal 2 Best practices when using the web portal system Database maintenance plans for our products w to upgrade your library catalog installation to the latest version 19 How to upgrade your boak inventory installation to the latest v Ho Tag Cloud si re book Suggested training f iota g of the ibrary catalog system P Jack Van Stanten 9 Feb 2010 KB12 INVENntOrTy so sns error Suanesiad falhia faf vinit afiha baak inventan wv ion Jack Van Stanten 9 Feb 2010 KB20 messages faqs iis install issues 2 Suggested training for users of the web portal system Jack Van Stanten 9 Feb 2010 KB28 library catalog How to configure and install US on Windows 2003 and Windows XP Donna W Harkness 1 Feb 2010 KB9 processes wows training troubleshooting Show 15 rows per page Wi d Displaying page 1 of2 pi upgrades web po rtal web SOV soon 2007 sanm me Copyright 206 2012 MyCompany Inc All Rights Reserved en US Tel 4 800 555 1212 Heip Desk Legal Notices Privacy Policy This page consists of a category selector a tag cloud and the main
65. ng 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 Ce v Attachments gt Add New Delete Refresh Apply Filter Clear Filter Ae es ee ee O Show 15 v rows per page 4 lt 4 Displaying page 1 of 0 gt gt 4 1 gt 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 Type 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 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 vV
66. o the MyCompany community For more information web portal system 7 18 2010 on our forums please see our Forum Guidelines and FAQs gt What is my initial login and password for accessing the 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 system 7 16 2010 gt Whatis my initial login and password for accessing the system 6 30 2010 Categories Library Catalog Forums fag Crows Library Catalog Issues amp Questions 6 threads 24 replies accessing backups book General discussions surrounding the use of the Library Catalog product This is appropriate forum for posting questions and issues to the inventory database error community Last Post Rose T Smith EXTENSIONS nocino ometor Ws Library Catalog Enhancement Suggestions 0 threads 0 replies Discuss ideas and suggestions for customising and extending the Library Catalog product install library catalog password security web portal 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 we b se rve r this forum Statistics Book Inventory Forums
67. og is displayed click on the radio button to switch it to URL Add New Allachment Type File URL Screenshot URL Description P T 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 Y Attachments gt Add New Delete Refresh Apply Filter Clear Filter ee ee e ee is Y rows per page ii lt Displaying page Sof h To add a new Screenshot 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 Screenshot Add New Atlachment Type File URL Screenshol Screenshot gt Paste image from clipboard Description eaae e gt Upload Cancel To upload a screenshot first
68. ole 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 Sear KronoDesk Home Page Knowledge Base Forums Help Desk gt Modify Layout Settiags Aud Heme lo Dashboard 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 D 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 Calalog Best Practices gt See Mure Forums Fill Out a Help Desk Ticket lf you cannot find an answer in our Knowledge Rase 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 ue Posts How do backup and maintain the web portal system What is my Initial login and password for accessing the system What is my initial login and password for accessing the system How do backup and maintain the book inventory system When access
69. ored to meet your support needs With support for custom fields and workflows you can create different support processes for your different products KronoDesk provides a knowledge base and online support forums making your customers 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 th
70. ort the ticket list by any of the displayed 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 New Ticket All Open Tickets Refresh gt Create New Ticket Display Options yY ID AY Name Y Opener 4 Product Y Priority AY Assignee 4 Created Date AV Status AV f T TK Any p y Library Catalog 7 Any 7 Any x ea Mutipley y gt My Assigned Tickets gt Unassioned Tickets a 1K1 Author cannot be updated after set Rose T Smith Library Catalog Jack Van 1 Oct 2011 Assigned System Stanten gt My Opened Tickeis gt My Closed Tickets TK2 2 Book title is always marked as deactivated Piy Jonin an tt writ ei stem gt AN Onan Tickets TK4 Not able to add new author Bernard P Tyler cone Catalog ee 17 Dec 2011 Open Slidset dirket TK3 Cannot toa into the application Martha Noble Library Catalog Jack Van 12 Apr 2010 Open gt All Tickets System Stanten L i 4 a F TK13 Validation on the edit book page Rose T Smith Library Catalog Jack Van 6 Dec 2011 Assigned Operations os System Stanten Show 15 rows per page al alal alh
71. owing dialog will be displayed Add New Attachment Type File URL Screenshol Filename 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 direction arrow Attachments gt Add New Delete Refresh Apply Filter Clear Filter Ei Show gt rows per page ld Displaying page fof 0 gt h To add a new URL attachment to the article click on the Add New hyperlink and when the Add New Attachment dial
72. p Program Recent Forum Posts More Posts ts We need a better way to search in the catalog Created Date 18 Jan 2012 ID Name Product Status Last Updated 18 Jan 2012 Opener Subscribed Threads More Posts TK2 lg i AA E ibrary Catalog System Rory Jones Open i F 2 Bonk title is always marked as deactivated y 9 y p How do install the library catalog system onto Library Web Portal Bernard P Tyler 28 Oct 2010 Open 8 Nov 2010 my computer TK12 Does let me add S new t alegory How do access the library catalog system for the first time How do I backup and maintain the library system What is 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 e 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 e 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
73. 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 Depending on the user s role and whether they are listed as the opener or assignee of the ticket displayed above the Add Note box is a set of allowed workflow operations Add Note Status Waiting on Customer gt Close Ticket gt Return to Support Submit Once you are happy with any changes click the Submit button to update the ticket and add the Note if the New Note section is populated 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 oth
74. re you can drag and drop them into different positions minimize close or edit the settings Search KronoDesk gt Returm to Normal View Adc Dashboard Settings ee s i Knowled Modify the properties of the Widget then click OK or Apply to apply your changes Edit Widget Settings gt 8 Rows To Display 5 Sign Out Help henrycooper x v Recent Updates Ga Search the Kno _ Enter the keywords or Knowledge Base ID in the text box below to search for matching KB articles Pra Sy Searc gt Or browse the knowledge base by category 2 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 gt 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 gt See More Forums 3 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 Book Inventory Forums gt Book Inventory Issues amp Questions gt Book Inventory Enhancement Suggestions Book Inventory Best Practices Popular Articles Move Articles How to install the library catalog system onto a server Best practices when u
75. s 7 Group By Priority y Ticket Aging Ticket Custom Graphs 31 ps 0 0 7 8 14 15 21 22 28 29 35 36 42 43 49 50 56 57 63 64 70 71 77 78 34 84 90 gt 90 Assigned Closed Duplicate Non lssue Open Waiting on CustorWeiting on gt Display Data Grid Save As JPEG BMP PNG gt Display Data Grid Save As JPEG BMP PNG Development The Reports page is a dashboard that contains the set of graph widgets configured by the current user By default the dashboard will display the Ticket Progress Rate Ticket Aging and Ticket Custom Graphs Each of the graphs is described in more detail in the sub sections below 8 1 Ticket Progress Rate The ticket progress rate chart displays the total number of tickets created and closed over a particular date range either for all ticket types and or products or for a specific ticket type and or product Ticket Date Range Graphs Graph Name Ticket Progress Rate y Product _an y Type Ai Date Range s30 10 1 Ticket Progress Rate GB Discovered Count E Closed Count May 30 11 un 30 1 jul 30 11 gt Display Data Grid Reset Zoom Save As JPEG B In this version of the report the y axis represents the number of tickets either created or closed in a 24 hour period and the x axis represents a specific day in the time span Each data point can be viewed by positioning the mouse pointer over t
76. s 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 Y Size AV Last Updated AV Creator AV ID AY m m A L_ Show 15 v rows per page i lt Displaying page fs of 0 gt gt gt To add a new document attachment to the ticket click on the Add New hyperlink and the following dialog will be displayed Add New Attachment Type File URL Screenshot Filename Browse Ba 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 selecti
77. s 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 environment 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 a 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 un
78. 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 customers 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 customer
79. sing 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 gt Common error messages and their causes when using the book inventory eH v Recent Articles More Ariicies x l gt Common error messages and their causes when using the library system gt Best practices when using the library catalog system Recent Forum Posts More Posts gt Common error messages and their causes gt We need a better way to search in the catalog How do backup and maintain the web portal system gt What is my initial login and password for accessing the system gt What is my initial login and password for accessing the system How do backup and maintain the book inventory system when using the book inventory gt Best practices when using the book inventory system gt Common error messages and their causes when using the web portal 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 r
80. sy January 0 2014 W TK26 Validation on the edit book page Book Inventory System The edit book page keeps throwing validation errors even where form filled out correctly Wednesday Senlember 66 2000 h 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 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 LastName ST Middle Initial m Culture Locale Use Application Default Y Timezone Use Application Default Password a Confirm Password Passwords are required to be a minimum of 6 characters in length Password Question Password Answer You need to enter the following fields e 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 e First Name your first name e Last
81. t 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 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 List Attachments ae ee ee M gt Add New Delete Refresh Apply Filter Clear Filter Y Filename Y Size Av Last Updated AV Creator A il m Any F 0 KB 12 Dec 2011 Jack Van Stanten T 3 i ExpeciedBehavior jpg 21 KB 12 Dec 2011 Jack Van Stanten 4 A amp error messdoe tt 0 KB 1 Oct 2011 Rose T Smith 1 Gb ErrorScreenshotoit 28 KB 41 Oct 2011 Rose T Smith 2 Show 15 rows per page gt Displaying page 1 of1 gt W 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
82. t thread in an RSS compatible newsreader If you click on the Subscribe hyperlink underneath the thread title the thread will be added to your list of subscribed threads Whenever a new reply occurs you will receive an email notification This Tagged widget displays a list of the meta tags associated with the current thread as well as an indication how many other threads have been tagged with the same keywords library catalog x3 accessing x Clicking on the meta tag name will automatically take you back to the thread search page where you can see a list of other threads that have been tagged with the same keyword Depending on your role you will see different operations available for the thread and each of the individual replies e Reply this allows you to reply to the thread or a specific message see below e 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 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 Font y Size Vi BZ
83. t 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 Last Updated 1 21 2010 Article ID KB18 Views 14 The article details page will display the name summary and body of the knowledge base article together with the ID number of views and date it was last updated The mobile version of the article will not display any attached documents to view those you need to use the full site instead of the mobile edition 9 3 Helo Desk When you click on the Create New Ticket hyperlink the following page will be displayed KronoDesk gt New Ticket Name Cd Summary Ticket Fields Product Please Select Type None Resolution Priority Operating System Please Select Browsers Affected Please Select Other Information Hosted System Target Date Phone Extension Response Time mins gt Submit This page lets you enter the name and long description of the help desk request underneath the name and description will be a list of 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 To submit the new tic
84. te 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 e Add Note This panel lets you add a new commeni note to the ticket e Ticket Fields This panel displays the various ticket attributes that can be set e Attachments This panel lets you view the existing documents links and screenshots attached to the ticket as well as add additional items e 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 e Ticket Notes This panel displays a list of comments added to the ticket together with the date time of the comment and the user s avatar image e History This panel shows you the change history for the 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 e The list of tickets matching the current filter e The list of all tickets irrespec
85. 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 existing 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 Ba 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
86. 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 e 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 e Ticket Fields This section displays 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 attachment
87. tive of the current filter e The list of tickets assigned to the current user e 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 notifications 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 Develanmen id Request More Information gt gt gt Waiting on Customer These workflow transitions allow the user to move the ticket from one status to another For example in the default workflow when the ticket is in the Assigned status you will be given the options to gt Unassign Ticket changes status to Open gt Propose Solution changes the status to Waiting on Customer gt Request More Information changes the status to Waiting on Customer
88. y axis represents the number of tickets and the x axis represents a specific week in the time span The exact count of each bar in the stacked histogram can be viewed by positioning the mouse pointer over the bar and a tooltip will pop up listing the actual data value You can also filter the type of ticket being reported the product the ticket was reported against as well as change the date interval If you choose a smaller date range the x axis will switch from weekly to daily and if you choose a larger date range the x axis will switch to monthly Clicking on the Display Data Grid link will display the underlying data that is being used to generate the graph In addition clicking on the Download Data as CSV link will export the datagrid into Comma Separated Values CSV format that can be opened in MS Excel Some browsers also support the ability to save the graph as an image file JPEG PNG and GIF formats 8 4 Ticket Aging The ticket aging chart displays the number of days tickets have been left open in the system The chart is organized as a stacked histogram with the count of tickets on the y axis and different age intervals on the x axis Each bar chart color represents a different ticket priority giving an IT service manager a snapshot view of the age of open tickets by priority Ticket Snapshot Graphs Ticket Aging 0 7 B 44 15 24 22 28 29 35 3 2 A9 50 56 57 63 64 70 71 77 TB B4 4900 90 gt Display D

Download Pdf Manuals

Related Search

Related Contents

    取扱説明書 - ヒビノプロオーディオセールス Div.  Piano di Sicurezza e di Coordinamento  Anexo III - Vol IV    IHCAT-RPCAR002 Rev01 Jun2010.cdr    Descargar - TIENDA OUTLET TODO PARA EL AGUA ORMO6  MAXON B 型 ワイヤレスシステム 仕 様 書  

Copyright © All rights reserved. Failed to retrieve file