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Help Desk Authority 9.0 - User Manual

1. Allofth ds entered Search for or the words entere A Product l Optional There are several options you can use when searching the Knowledge Base You can search on a word or phrase by entering that word of phrase into the textbox provided In the Search for drop down menu select either All of the words entered Any of the words entered or Exact Phrase You also have the option to search on an Article Category Sub Category or Product by using the dropdown menus for each To search the Knowledge Base 1 Enter the search criteria of your choice in the fields and drop down menus provided 2 Click the Search button 3 To clear all search fields click the Reset button 4 To seethe entire population of Knowledge Base Articles do not enter anything in the search fields Simply click the Search button Reading a Knowledge Base Article When you locate the Article or list of Articles you are searching for double click anywhere in the listing row of the Article to open the Article You can also single click the Article ID The Article will open as shown below Knowledge Base Maintenance PRE Arte 3 Related Articles Article Prefix Ke Category Network Optional Article Number fi 03 Sub Category Network Connectio Optional Internal Use Only Product Name X Track Financial Optional Title a a nn 3 218 HDAuthority 9 0 User Manual A QUEST SOFTWARE CO
2. The Status Bar At the bottom of the Help Desk Authority window is the Status Bar as shown below The Status Bar displays the Queries that are open as selected in the Query Manager see Chapter 6 The Query Manager for more information E All Issues by Assigned o All Issues from this year ias All Open Issues B Open Help Desk Issues Queries and The Status Bar From the Query Manager you can select which Queries will appear in the Status Bar In the above example four default Queries have been selected The Query name is preceded by the number of Issues in parentheses When you right click on any of these Queries Help Desk Authority will display the menu shown below 9 Open TR View Status Bar Issues Refresh Status Bar Edit Status Bar Sit LOGIC 167 HDAuthority 9 0 User Manual EETaLOGKC A QUEST SOFTWARE COMPANY Click on View Issues Display the Issues that satisfy the Query Refresh Status Run the Queries and refresh the Status Bar to reflect any new Issues that Bar have been entered Edit Status Bar Open the Query Manager where you can make any necessary changes You may also double click on a Query in your status bar to open the corresponding list of Issues Creating a New Issue The main function of Help Desk Authority is Issue management From creation to resolution Issues are tracked and updated through the various tools the application has to offer When your help desk receives
3. Asset Vendors Asset Templates lssue Management 11 11 2011 11 11 2011 11 24 2011 11 24 2011 Issue Templates istr 12 25 2011 12 26 2011 Issue Activities _ 0101 2012 01 02 2012 Issue Categories MLK Jr Day 20 01 16 2012 01 16 2012 gt lssue Sub Statuses Presidents Day 02 20 2012 02 20 2012 Issue Types Se ss ue Memorial Day 2 0528202 05 29 2012 Priority Mapping Configuration Independence 07 04 2012 O7 04 2012 System Options Labor Day 2017 0803 2012 0032012 Message Board Veterans Day 2 11 11 2012 11 12 2012 Email Templates Timken Products Support Contracts Holidays Operating Hours Customization Custom Fields Customize Window Layouts List Layouts gf Security gt Users Christmas 2012 New Year s Day MLK Jr Day 20 Presidents Day Memorial Day 2 Independence Labor Day 2013 Veterans Day 2 1122 2012 14 25 2012 0101 2013 01 21 2013 04 18 2013 05 27 2013 O704 2013 09 02 2013 11 11 2013 1122 2012 12 25 2012 O101 2013 0121 2013 02 18 2013 05 27 2013 07 04 2013 09 02 2013 11 11 2013 Groups and Privileges Thanksgiving 2 11282012 11 28 2013 12 25 2013 Adding Editing and Deleting Holidays To add a Holiday 1 Click the Add button This will open the Holiday Add window 2 Enter the start date in the Start Date field and the end date in the End Date field These dates will usually be the same date
4. Add window Enter the name of your new Issue Sub Status in the Sub Status field Click the OK button ernal Support gt Asset Templates Issue Templates issue Activities Issue Sub Statuses gt System Options Message Board Email Templates gt Products gt Support Contracts Holidays Operating Hours Customization Custom Fields gt Customize Window Layou gt List Layouts d Security gt Users gt Groups and Privileges 109 HDAuthority 9 0 User Manual A QUEST SOFTWARE COMPANY 5 The new Sub Status will now appear in the list under the Main Sub Status under which it was placed 6 If you would like to edit or delete an Issue Sub Status at any time select the Sub Status and use the Edit or Delete buttons in the Issue Sub Statuses window Issue Types Issue Management gt Issue Types Issue Types let your help desk create a basis for the most common types of Issues that occur in your business Creating an Issue Type 1 Click the Add button in the upper right corner of the window This will open the Issue Type Add window 2 Enter the name of your new Issue Type in the Issue Type field 3 Click the OK button amp Requester Management gt Requesters Companies External Support Rp Asset Management Asset Types Service Request Asset Manufacturers Asset Vendors Asset Templates E Issue Management
5. Adjusting the Mapping Grid To adjust Priorities up or down in the Priority Mapping grid 1 Check the Automatically assign Issue Priorities based on Impact and Urgency checkbox This allows for adjustments to the Priority Mapping grid Also if you would like to allow the user to override the Priority settings check the checkbox labeled Allow users to manually override Priority settings iv Automatically assign issue priorities based on impact and urgency Allow usersto manually override priority settings 2 Select the Priority you wish to shift up or down in importance 3 Using the and gt buttons below the Priority Map expand the selected Priority level to the appropriate Impact and Urgency levels Example In the screen shot below the Priority 2 High which intersects the Medium Urgency and the Affects Department Impact is selected Affects Business Affects Department Affects Sales Affects User Affects Group Urgent 1 Urgent 1 Urgent 1 Urgent High 1 Urgent 1 Urgent Medium 1 Urgent OP Clicking the button after selecting the above priority will change the Priority Levels of several Impacts and Urgencies by expanding the 2 High Priority level to the left Note also that this shifts the 1 Urgent Priority to the left resulting in a lower Priority for some Urgency Impact combinations Affects Business Affects Departmen Affect
6. Although the only required information about a Company is the full name of the business Help Desk Authority will be able to provide a more complete profile when needed if more information is included when creating a new Company The Company screen is shown below G Help Desk Authority Setup Companies In this step we will set up companies If you support requesters only within your own company you should enter its name here If you support external requesters you should enter all of their companies names Those requesters can later be associated with the companies a Undo Changes Import companies using HDimport WY OR ENTER MANUALLY BELOW Company Name Add New Company Hide the company field from Wu the issue window by default Company Name Active Buzard s Bullfrogs Yes Titan Software Inc Yes Use the delete key fo remove selected new companies or mark existing ones for deactivation T T T T T iu T i T lao 8ae ea es ey ee Siti LOGIC 34 HDAuthority 9 0 User Manual Ea TdLosic Instructions To add a new Company follow the steps below 1 Enter the new Company name in the Company Name field required 2 Click the Add New Company buiton 3 To add new Companies using the HDImport module click the Import Companies Using HDImport link 4 Click the Next button when finished to continue with the wizard or click the Skip to Finish button to jump to the closing screen of the wizard 5
7. 11 Click the Add button This will open the Contract Add window Enter the name of the new Contract in the Contract Name field This field is required In the Standard Cost field enter the cost per Contract incident hour etc In the Warning field enter a value from 1 to 100 When the Support Contract has been used down to this specified percentage the user will receive a notification that the Contract may soon expire If this is a warranty Contract check the Warranty checkbox The Standard Cost field can be left blank Enter any necessary comments in the Comments field In the Contract Type section check the radio button next to the corresponding Contract type lf the contract is to be based upon a set number of Issues enter the number of Issues in the Default Number of Support Issues text field If the Contract is to be based upon a duration of time enter the number of months days and years in the text fields provided If the Contract is to be based upon a pre determined amount of support time enter the hours and minutes in the fields provided Click the OK button when finished The new Contract will now appear in the Contract list EaTRLOGIC 134 HDAuthority 9 0 User Manual A QUEST SOFTWARE COMPANY Contract Add Contract ample Duration Contract Hame 22 ple Duration Contract l E son Warning bs Warranty Comments 500 for 6 months of service Contract Type Contract
8. 2 Select a product from the Product List drop down menu as shown below required Requester Product Add Product List Product Name MARG X Track CS Manufacturer Track Financial X Track HR Product information y Track Purchasing X Track QA X Track Sales Manufacturer Information Reference No PO No Commerts Inactive 3 The Product Name Manufacturer Product information and Manufacturer Information fields will be automatically populated with the product data 4 Enter a reference number in the Reference No field if needed Enter a purchase order number in the PO No field if needed 6 Enter any comments in the Comments field on 66 HDAuthority 9 0 User Manual A QUEST SOFTWARE COMPANY 7 Click the OK button when finished An example is below Requester Product Add Product List Den Keyboard l i Product Name pen Keyboard Manufacturer Pen Product information Black keyboard with number pad Manufacturer Information Reference No DKB 098 PO No fi 579 Comments Dell Keyboard for Vandalay i Inactive 67 HDAuthority 9 0 User Manual A QUEST SOFTWARE COMPANY After a Product has been linked to a Requester the product will appear in the list on the Products tab as shown below t Requester Edit Requester Name Art Vandalay 7 T Ta Custom Fields HDAccess Attachments H Contracts N G d ame Reference No
9. E Inactive 78 HDAuthority 9 0 User Manual East In our example we have created five departments for our new Company Company Edit Company Name Frohman Sausage Company Inactive Custom Fields Q Requesters EM Departments Contracts Products G Attach Department Nam Accounting ZL i Marketing Production Sales Next we will edit a location Highlight the department you would like to edit and click the Edit button This opens the Department Edit window which is exactly the same as the Department Add window except for the name Edit the department name and click the OK button to save The edited department will now appear in the department list To delete a department simply click the department name in the list to highlight it then click the Delete button 79 HDAuthority 9 0 User Manual East The next tab in the Company Add window is the Contracts tab If you would like to link a Contract to the new Company follow the steps below 1 2 r Company Contract Add Contract Details Click the Add button This will open the Company Contract Add window Under the General tab select the Contract you wish to assign to the Company from the Contract List drop down menu Enter the reference number in the Reference No field if necessary Add any comments in the Comments field The Start Date and End Date fields will be automatically populated if the
10. Issue Types Column Label Color_code zi PE Default Value Configuration System Options gt Message Board Required Yes No Email Templates Selection Table IV Products M Selection List Values Support Contracts Holidays Value C Sa Operating Hours Customization Custom Fields Delete Customize window Layouts List Layouts Ed Security Users inactive Groups and Privileges 2 Click the Add button This will open the Custom Field Add window 3 Enter a column name in the Column Name field This will be the name of a new column for the custom field within the database This is a required field 4 From the Column Type drop down menu select the type of data for the new field This field is required 5 Enter a numeric amount for the column length in the Column Length field This field is required 6 Enter the column label in the Column Label field This label will appear with the custom field This field is required 7 There are two radio buttons for determining the requirement of the field If you wish the field to be required select the Yes radio button Otherwise select the No radio button Sit LOGIC 139 HDAuthority 9 0 User Manual Ea TdLosic 10 11 12 13 140 HDAuthority 9 0 User Manual aa In the Selection List Values section you can add edit or delete values if the custom field will be a drop down menu To add
11. Open Window Customization window From here choose Issue Requester Company or Asset who s layout you wish to create or modify Layout Name The name of the current layout is displayed in this window To change the name simply place the cursor in this field and enter the data you wish Save Saves the layout with the name displayed and in the location of the last saved window layout Save As Opens the Save As window and prompts for a new name for the layout Clear Fields From Clears all fields from the current layout after a warning prompt Layout Restores the layout to the state prior to any edits 148 HDAuthority 9 0 User Manual A QUEST SOFTWARE COMPANY Issue List Layouts Customization gt Issue List Layouts Issue Lists are used frequently throughout the Help Desk Authority application They provide a quick organized method for viewing groups of Issues Help Desk Authority generates an Issue list when you are e Viewing the contents of an Issue folder e Viewing the results of a Query e Using the Issue Search drop down menu on the toolbar e Viewing Issue History via the Issue Asset Requester and Company windows Regardless of how you are viewing an Issue list you can always select the specific Issue information that you want to see This is accomplished via Issue list layouts New Layout Delete Layout B Rename Make Default Layout Available List Layouts S 0 Public List Layouts
12. Settings for the individual directory folders for Attachments Search index and Reports Email Settings Sets the default settings for email related to Issues including set up of an SMTP or Outlook server Field Tracking Settings for generating Issue activity records to track changes in select fields Issue Ticket Allows for the selection and creation of Issue Ticket Reports 115 HDAuthority 9 0 User Manual A QUEST SOFTWARE COMPANY The General Tab The General tab contains some of the more general settings in Help Desk Authority License Directories Email Settings Field Tracking Time spentfor an issue will be determined from these opti Issue Time Entered Total Activity Time sum of all activities entered C Sum of Issue Time amp Activity Time M Start the issue timer automatically when creating anew issue lzsue Ticket a When the Status of an Issue changes andthe Issue no longer has the Status of Closed reset the Resolved By and Resolved Date fields to blank Whenthe status of anissue changes to Closed Resolution must be entered Use Business Hours and Holidays when calculating the age of an Issue Iv Filter Requesters on issue Windows based on selected Company M Allow users to select an Issue Window Layout when creating new issues fromthe issue list toolbar M Enable Remote Support on Port S68 Enable Active Directory single sign on Does not include HDAccess Enable Active Direc
13. nenessssssseeeressssssssccreesssssssecreesssssssecreessssssseceressssss 218 Knowledge Baso Coni GUT AG ON ais cnconssaseuncestanccssosonassessaeeonswansnasessnseioesansuesenectacesoassaaseenateons 224 WASTING yy OS AD A E E E qn yc A E 223 We PPC CS T ae E A E A EE E ET 229 IO WIC ASS Base Cale OMICS eerren eean a a E AE E E E a E i 226 PRINS a E O O N ate sett cee E E EEE A A E A S 226 I CAVE ahs OT ar A O E Gnchsoadeusienel se senodasuuiencdenchd 226 De AA Oa eet a craae ct cm E E 226 Creating Editing and Deleting Knowledge Base Articles ceecccecccceeeeeeeseeeeeeeeeeeeeaes 227 Chapter 10 eB Sion ne TE 232 PSCC casera E A eect cine teases EA tees tence N A tenes ceest E 232 MMC ANSSCL POG AM a E E E 232 INS PS Sei tet P te nc segs ct tts ass shee ast acest ae ease sgsb eandaeeneess ebataetieance oebeeatee 233 AVS PASS E1 TSG CG a A E se A A E A E E E A 234 Tae Roa a EE e E E saacuacencecnennreeceeosesiuaeses 234 Tie Pe Ve AN er E E A EEE 235 CRS AU ING ASSE eara co psec anatase cs aisaleluactnatcoacessuatessantnche eseloeacteaiecssseseuewasoes 236 EN ASS ropes crests E E A E A 238 r ON E R A E EE A A S 238 O MaE e a E E E E E E 241 Adding Updating and Deleting a Categofy neesesssseeeeressssssseseerssssssssceresssssssseererssssss 241 Adding Updating and Deleting a License Group ccceccccccccccccssseeeeeeeeeeeeeaaeeneeeeeeeeeeeaas 242 Assigning and Un assigning Applications to a License Group ccccccss
14. To add an Activity Note to the Issue 1 2 3 4 11 12 Click the Add button This will open the Activity Note Add window Select the activity type in the Activity Type drop down menu Select the User applicable to the note in the Entered By User drop down menu The Activity Date Time field will be automatically populated with the current date and time To override this you may select a date from the drop down calendar or simple enter a date and time into the field Help Desk Authority will convert your entry to the correct format of m d yyyy and hh mm ss AM PM In the Time Spent section if applicable enter the time spent on this Activity by using the Days Hours and Minutes fields lf there is a cost associated with the activity the cost will appear in the Cost field Note that this only occurs if the cost is based on days hours or minutes customers with yearly or monthly contracts one set price will not see an amount in the Cost field lf the cost for this Activity is billable in general billable outside of a support contract or when the existing contract is based upon time spent per incident check the Billable checkbox Enter the text of the note in the Note field Use the spell check button if you wish to spell check the note Click the OK button when finished The new note will now be seen in the Note list under the Note tab as well as the Activity list under the Activity tab To edit a note select
15. AssetID AssetDescripton Audited Computer AssetPartNumber AssetSerialNumber Asset Comments AssetDatePurchased Asset Price Konica Laser Printer False HP Scanner False Canon Printer 1st False 6367 2437 9697 1 16 1921 2 38 AM Canon Printer 2n False 4143 8160 6353 1 16 1921 2 38 AM Canon Printer 3rd False 6017 2425 8428 1 15 1921 6 57 PM Canon Printer 4th False 7724 2504 2873 1 15 1921 6 57 PM HP Printer 1st Flo False 5801 0172 4258 1 13 1921 8 24 AM HP Printer 2nd FI False 2664 1 408 3737 1413 1921 8 24 AM HP Desktop Rece False 85675 76372 1 13 1921 9 07 4M 2 3 4 5 6 f 8 9 5 i The Refresh Pane The refresh pane is located between the Issue list pane and the preview pane The refresh pane describes the contents of the Issue list pane in overall detail Page 1 of 1 78 items total Show 100 Per Page on e The first section displays the page number you are on and how many pages of results there are You can jump to any page by using the drop down menu e The third section gives the total number of results from the Query e The fourth section displays how many results to display per page You can enter any number from 1 to 999 999 by using the up and down arrow buttons or by entering ina A number manually The refresh icon next to the per page count can be used at any time to update the Issue list EaTALOGIC 234 HDAuthority 9 0 User Manual A QUEST SOFTWARE COMPANY The Preview P
16. Dell Keyboard DKB 098 A Product in the list can be edited or deleted by selecting the product then using the Edit button opens the Requester Product Edit window or the Delete button To finish setting up a new Requester 8 Decide if the Requester will initially be active or inactive If inactive check the Inactive checkbox to the left of the Requester Name field Otherwise leave the box unchecked 9 The new Requester will appear in the Requester list on the main screen of the Administration window when Requesters is selected in the navigation pane 10 Requesters can be modified or deleted at any time by using the Modify and Delete buttons located at the bottom of the window Sit LOGIC 68 HD Authority 9 O User Manual A QUEST SOFTWARE COMPANY Companies Requester Management gt Companies In Help Desk Authority Companies are the entities that employ your Requesters Not all Requesters may be affiliated with a Company but when they are you can capture pertinent Company information that can be linked to your Requester records Although the only required information about a Company is its name the more information you enter the better Help Desk Authority will be able to provide a complete profile when you need it The Company screen of the Administration window is shown below Administration amp Requester Management Company Name City D Companies External Support gt Company Code State a
17. Enter the price in the Price field 17 Enter the PO number in the PO Number field 18 Enter any applicable comments in the Comments field 19 Under the Custom Fields tab complete any custom fields that may have been created if necessary 20 Under the Attachments tab attach any files that might be necessary for this particular Asset 21 When finished entering all necessary information click the OK button The Asset will now be linked with the new Company Below is a sample of a completed Asset Add window Asset Add T x M Troubleshoot 8 View Snapshot Asset Name Dell Mouse Asset Owner Company v Asset Type Hardware Other v Requester Name a F AssetTag DMO3 Company Name Frohman Sausage Company A gt issue History Gr Location Name Chicago Department accounting Inactive a o o e a yaa z E Paena Custom Fields attachments Manufacturer Name bel o l Vendor Name Netsot Model Dimension Series Date Purchased 352000 o l Serial Number llg58g4 Price 3 95 PartNo 889365 9 PO Number Pos8969 Entry Method Comments Once the new Asset has been linked to the Company you can edit or delete it using the Edit and Delete buttons Waa LOGIC 87 HDAuthority 9 0 User Manual East The last tab in the Company Add window is the Attachments tab If you would like to attach any files to a Company follow the steps outline
18. From here you can complete tasks in Requester Management Asset Management Issue Management Configuration Customization and Security HDServer Modules Opens a new window with a Navigation pane containing the Help Desk Authority Server modules including HDAutoEscalate HDMail HD Sync Tool and HDSearch SI360 Tools Opens a new window containing all of the tools included in ScriptLogic s sl360 Tools package The network monitoring tools included are Cisco Config DNS Audit Encrypted Credential Store Enhanced Ping EaTRLOGIC A QUEST SOFTWARE COMPANY Graphical Ping MAC Scan Network Discovery Network Inventory Ping Scan Port Scan SNMP Scan Switch Port Mapper Syslog Server TFTP Server Trace Route Traffic Jam Wake on LAN WHOIS and WMI Scan Customizing the Toolbar A new feature in Help Desk Authority is the ability to completely customize the Toolbar You can add items remove items and arrange items in any way you like Adding an Item to the Toolbar To add an item to the Toolbar 1 Right click on an open area of the Toolbar and select Customize This will open the Customize window e0 a 2 Select the Commands tab Customize Toolbars Commands Options Categories Commands File Unassigned VIEW Tools Modules Setup Help Selected command 3 Under the Commands list select an item and drag it to the Toolbar You can add one item or several items 4 When finished adding
19. If you would like to attach a URL website address to a Requester click the Attach URL button This will open the Attach URL window shown below Enter the web address in the Web Address field and the description in the Description field Both fields are required 3 Attach URL Web Address Ihttp Awww scriptlogic com products help desk authority Description Help Desk Authority information on the ScriptLogic website 4 Click the OK button A QUEST SOFTWARE COMPANY 60 HDAuthority 9 0 User Manual In our example a URL for Help Desk Authority on the ScriptLogic website has been added as shown below rs Requester Edit Requester Name art Yandalay be Custom Fields HDAccess BB Assets Attachments 5 Contracts B Products Attach File Attach Clipboard Attach URL Open With a a m hda_log BridgeTrak Help Desk Migration amp uthority 5 Added attachments can be viewed by selecting the attachment and clicking the Open With button or by simply double clicking the attachment 6 Added attachments can also be deleted by selecting the attachment and clicking the Delete button Siti LOGIC 61 HDAuthority 9 0 User Manual RETaLOGKC A QUEST SOFTWARE COMPANY The next tab in the Requester Add window is the Contracts tab From here you can associate a specific Contract to the new Requester Requester Edit Requester Name Art Vandalay x B Custom Fields a
20. Issues checkbox 9 If the new Requester has been created using HDSync the Active Directory User checkbox will automatically be checked Otherwise this field will always be unavailable 10 If the Active Directory User checkbox is checked the Disable Single Signon can be checked or unchecked depending upon Administrator preference regarding this Requesters use of single signon If the Active Directory User checkbox is not checked this option will also be unavailable 11 The Last Login field will be automatically populated with the last login date and time of the Requester 56 HDAuthority 9 0 User Manual EaTALOGIC A Qi JEST S OFTW ARE COMPANY For our example we will not be granting the Requester access to HDAccess so we will leave all fields blank which is the default The Asset tab is the next tab in the Requester Add window This tab is where you will assign Assets to an individual Requester re Requester Add Requester Name art Vandalay Inactive L Ta z rer AF Ta Ta Custom Fields D HDAccess Rp Assets G Attachments Y Contracts B Products Current Default Asset for This Requester None Set Selected as Default Clear Default Asset Name Asset Type Asset Tag Siti LOGIC 57 HDAuthority 9 0 User Manual Ea TdLosic To add an Asset or Assets to a new Requester 1 Click the Add button This will open the Assets window providing a list of Assets to choose fro
21. Priority v Equals i Urgent M Z Or ed Priority hd Equals Y 2 High Y This Query will return all Issues with a due date between and including January 1 2010 and June 30 2010 AND have a Priority of 1 Urgent or 2 High The Issue must meet the group of Due Date conditions AND the group of Priority conditions in order to be returned Represented another way If the Due Date is between 1 1 2010 and 6 30 2010 inclusive AND The Priority is either 1 Urgent Or 2 High Example 3 A Query with two sets of grouped conditions plus a single condition CONO E ee a a PESU M 7 A v Due Date w fis Greater Thanoreq 14201012004M vl A And v Due Date x lisLess Thanor Equal 6020101200 4M v land E aa ipioty Slua h e Sel ifor Priorty vilEquals 2 High Bland l company SSS Equals fitan Software nc x In this final example this fairly complex Query groups two groups into a single group then adds one more condition This Query will return any Issue where Titan Software Inc is the company and the Due Date of the Issues range from 1 1 2010 to 6 30 2010 and the Issue has a Priority of 1 Urgent or 2 High If the Due Date is between 1 1 2010 and 6 30 2010 inclusive AND The Priority is either 1 Urgent Or 2 High And the company Name is Titan Software Inc 190 HDAuthority 9 0 User Manual EETaLOGKC A QUEST SOFTWARE COMPANY Chapter 7 Reports Help Desk Aut
22. Screen Savers Screen Savers displays a list of screen savers by user for each computer Running a Standard HDAccess Report To run a standard HDAsset report 1 Expand the HDAsset Reports category and select the required report 2 Click the Run Report button 250 HDAuthority 9 0 User Manual A QUEST SOFTWARE COMPANY A Typical Report Hardware Installation List is a typical HDAsset report The hardware installed on your audited computers is listed with the name of the computers on which the hardware is installed the serial numbers of the device and the date the hardware was installed The following graphic displays page 1 of this report E Report View Seles fn dep Print G5 Ep a 2 QA Qe 100 B A iis ward Forward C Ci O ee eo ce aaa o ie ste a e e nee E ne ee e nee a ee a ee ee a nee e nfo Ce ote Ce Ee A e E e 8 Hardware Installations CDROM Standard CD ROM drives PLDS D D RW DH 1646S ATA Device Computer Name Device Serial Number Compag 193 CONTROLLERS Standard IDE ATA ATAPI controllers IDE Channel Computer Name Device Serial Number Compag 193 CONTROLLERS Intel Intel R 82371AB EB PCI Bus Master IDE Controller Computer Name Device Serial Number Compaq 193 CPU Intel Intel R Core TM 2 Duo CPU E6550 2 33GHz Computer Name Device Serial Number Compag 193 DESKTOP MONITOR STANDARD DESKTOP MONITOR Default Monitor Computer Name Device Serial Number Compag 193
23. Server issues have caused multiple connectio Intranet needs several broken links corrected Data wireless and voice support so when yo Office 2010 installation is required Database appears to be corrupted Email encyption CRAM MD5 was always sup Replacement toner needs installed by service Issue lists and Asset lists can be customized by using the custom list layout option located under Administration the Administration button Each list layout can be modified to fit the needs of the user The Status Bar At the bottom of the Help Desk Authority window is the Status Bar as shown below The Status Bar displays the Queries that have been defined in the Query Manager as Status Bar Queries see Chapters 4 and 6 for more information 14 All Issues by Assigned 30 All Open Issues iao Open Help Desk Issues 18 HDAuthority 9 0 User Manual A QUEST SOFTWARE COMPANY Data Entry The data entry windows in Help Desk Authority are designed for simplicity and efficiency You will have control over the amount of information collected and very few fields are required Most Help Desk Authority data entry forms are accessed through the Administration window accessed via the Administration icon in the Toolbar When you select a command a selection window is presented as shown in the sample Requesters window below amp Requester Management Requesters Requester Name 0 City FO gt Companies External S
24. Usually an annual agreement e Service minutes Contract is based upon hours minutes used e Support Issues Contract is based upon a set number of Issues In the Support Contracts window you can search for a Support Contract You can also add edit and delete Support Contracts Administration Requester Management Requesters Contract Name Companies External Support g Asset Management Note Enter full or partial search criteria and click Search button gt Asset Types Asset Manufacturers Asset Vendors Asset Templates E Issue Management 100 Issues Contract Support Issues Issue Templates Issue Activities Issue Categories Issue Sub Statuses Issue Types Priority Mapping Configuration gt System Options Message Board Email Templates Products Support Contracts Holidays Operating Hours Customization Custom Fields Customize Window Layouts List Layouts Security Users Groups and Privileges A QUEST SOFTWARE COMPANY 133 HDAuthority 9 0 User Manual Searching Support Contracts 1 2 OR Enter the name of the Support Contract you are searching for in the Contract Name field Click the Search button Click the Search button without entering text into the Contract Name field to see the entire list of Support Contracts Adding Editing and Deleting a Support Contract To add a new Support Contract 1 2 3 4 10
25. When you click the drop down button you will be presented with a calendar Simply navigate to the day you would like to use for the holiday and click on it The date will be populated in the field You can also type the date into the field 3 Enter a description for the holiday in the Description field 4 Click the OK button when finished The new holiday will now appear in the list When writing a description for your holiday it is a good idea to include the year This will enable you to set up multiple instances of the same holiday from year to year SCRIP 136 HDAuthority 9 0 User Manual Ea Holiday Add Start Date 11 26 2010 End Date 11 26 2010 Description Black Friday 2010 5 To edita holiday select the holiday and click the Edit button This will open the Holiday Edit window 6 Make any necessary changes then click the OK button 7 To delete a holiday select the holiday and click the Delete button Click the OK button at the prompt Operating Hours Configuration gt Operating Hours Help Desk Authority allows individual help desks to set their own hours of operation These hours will be taken into account when determining the age of Issues where you have the option of excluding non working hours from the age calculation The Operating Hours window will present a list of days of the week along with start times and end times The list comes pre populated with all seven days of the we
26. You will be presented with a list of contracts that are currently assigned to the Company or the Requester Highlight the Contract you would like to attach to the Issue and click the Save button The Product will now appear in the Product field If a reference number and a Contract type have been assigned to the Contract they will appear in the Reference No and Contract Type fields These fields cannot be edited When all fields and tabs have been completed click the OK button to save the new Issue Editing an Issue In your daily support activities you will most likely open and update existing Issues on a regular basis as you work toward the resolution of those Issues 1 2 3 Open the Issue If anything has changed in the top portion of the Issue make those changes You will often be adding Activities or Notes to Issues as you work toward a resolution Use the Activity and Note tabs to add these if necessary Click the OK button when finished EaTRLOGIC 176 HD Authority 9 0 User Manual A QUEST SOFTWARE COMPANY Chapter 5 Assets Help Desk Authority provides an excellent means for keeping an inventory of your organization s Assets In addition to storing information such as serial numbers locations and manufacturers you can also capture key information about the vendors who have sold or who are leasing the Assets to you lt is important to note that each Asset must be assigned an Asset type Therefore you mu
27. as defined in the Directories tab covered earlier in this section as shown below My Recent Documents F Desktop My Documents pE My Computer ia My Network Places DeFaultIssueTicket rpt DefaultissueTicket_Access rpt File name Files of type Custom epork rpt Crystal Reports rpt ed If all options you wish to set in the System Options window have been completed click the OK button to save them Select the Report you would like to add Click the Open button In the Name field below the Issue Report list enter a name for the new report Note that the file name of the report is already populating the File Name field Click the Save button Cancel The new Report will now be available in the Issue Report list for selection To arrange the way your report list appears in the Issue Ticket drop down menu of the Select Issue Ticket window select a report in the list and move it up or down in the list using the and buttons To delete a Report select the report and click the Delete button 122 HDAuthority 9 0 User Manual A QUE The Message Board Configuration gt Message Board In the Message Board window you can add edit delete and set the sequence of messages that will appear in the Help Desk Authority Message Board located in the Top Pane of the Dashboard You can edit the Message Board to display any important messages that all Help Desk Authority us
28. 12 05 Computer Hame Owner Company Hame SL PA 10 Double click a computer Asset in the Computer list to open the Asset Edit window for that particular Asset A QUEST SOFTWARE COMPANY 245 HDAuthority 9 0 User Manual Microsoft Hotfix The Microsoft Hotfix List displays a list of all the Microsoft updates that have been applied to the audited computers on your network This list as shown below includes the Hotfix Name the Microsoft Knowledge Base Article ID and both the number of network computers where the Hotfix has been installed and the number where it has NOT been installed Above the list of Hotfixes are search fields that can be used to narrow the list of Hotfixes displayed in the table The example below shows the default Hotfix List display Fy Microsoft Hotfix List Search Microsoft Hotfix Hotfix Name Hotfix Name Hotfix KB942288 Hotfix KB952287 Hotfix for Windows Media Format 11 SDK KB929399 Hottix for Windows Media Player 11 KB939683 Hotfix for Windows XP KB2158563 Hotfix for Windows XP KB915800 y4 Hotfix for Windows XP KB942288 3 Hotfix for Windows xP KB951830 Hotfix for Windows XP KB952287 Hotfix for Windows XP KB954550 y5 Hotfix for Windows xP KB961118 Article ID Installed NotInstalled KB942288 F KB952287 KB929399 KB939683 KB2158563 KB915800 v4 KB942288 v3 KB951830 KB952287 KB954550 v5 KB961118 The text in the Article ID Ins
29. 1416 1921 2 38 AM Canon Printer 3rd False 6017 2425 8428 1 15 1921 6 57 PM Canon Printer 4th False 7724 2504 2873 1215 1921 6 57 PM HF Printer 1st Flo False 5801 0172 4258 1 13 1921 8 24 AM HP Printer 2nd FI False 2664 1 408 3737 1413 1921 8 24 AM HP Desktop Rece False 89675 76372 1413 1921 9 07 AM 2 3 4 5 6 z 8 a A o EaTALOGIC 178 HDAuthority 9 0 User Manual A QUEST SOFTWARE COMPANY The Refresh Pane The refresh pane is located between the Issue list pane and the preview pane The refresh pane describes the contents of the Issue list pane in overall detail Page 1 of 1 78 items total Show 100 f Per Page Po e The first section displays the page number you are on and how many pages of results there are You can jump to any page by using the drop down menu e The third section gives the total number of results from the Query e The fourth section displays how many results to display per page You can enter any number from 1 to 999 999 by using the up and down arrow buttons or by entering ina A number manually The refresh icon next to the per page count can be used at any time to update the Issue list The Preview Pane The preview pane shown below presents the user with a selection of details from the selected Asset Asset Canon Printer 3rd Floor Asset Type Printer Tag PRINTERS297 Part Number 77248 Requester Manufacturer Canon Company Model Flexicon Series Location Pit
30. 29 30 31 to the Issue You can also add Requesters and users to the Subscription list by selecting them from the drop down menus To remove an individual from the list click the red X icon next to the name Click the Save button when finished The Related Issues link will open the Related Issues window If you would like to establish a parent child relationship between two or more Issues you can do so in this window If a single Issue is present in the list and you would like to add an existing Issue as its child click the Add Existing button enter the Issue number and click the OK button If you would like to add an existing Issue as the parent to the Issue in the list click the Insert Existing button enter the Issue number and click the OK button To use new Issues as parents or children use the Add New and Insert New buttons You can also edit or remove an Issue To add a summary to the Issue enter it in the Summary text field To spell check your entry use the Pa button To add a description to the Issue enter it in the Description text field To spell check your entry use the green checkmark button To place a time stamp on your entry use the time stamp button Tabs in the Issue Window The bottom pane of the Issue window consists of seven tabs as shown below Each tab will be explained in detail tes Note cr Activity a Resolution B Custom Fields B Attachments BB Asset B Product Contract The Note Tab
31. 9 0 Helpdesk Administrator DER File View Tool Setup Modules Heb lt Main Menu ee Toolbar amp New Issue 2 Open Issue Reports SS Query D Message Board amp HDAsset E Administration ay HDServer Modules P i350 HELP DESK AUTHORITY New A Edit Resolve Delete D Email F Folder B Report All Fields Favorite Queries Export 2 E Issue No Origin Status Sub Status Description arch Issues 1 Closed Closed Resolved Expired Norton Anti virus on Dell laptop Will be instructing Requester on how to install updated version Fold men roti Closed Office 2010 will be installed on Requester s PC Closed Resolved Query Manager Closed Closed Resolved Login privileges need to be reset for the new user by the end of the week B Default EJ Titan ca Private E Defaut Open Open Assigned Requester requires assistance in Microsoft Office 2010 installation Open Open New Requester is having POP3 issues Issue Asset List Closed Closed Resolved Server issues have caused multiple connections to fail Closed Closed Resolved Intranet needs several broken links corrected ca System B T Open Open lIn Progress Data wireless and voice support so when you are ready to deploy these you have one network that sur efau io jo Iw ID o Ie ko Ih Closed Closed Resolved Office 2010 installation is required io Closed Database appears to be corrupted Closed Email encyption CRAM MD5 was
32. Although you can search for a company using any of the available criterion it is not necessary to enter any data at all To obtain a list of all available Companies simply click the Search button The entire list of available Companies will be presented in the search results window as shown below 3 _ Administration amp Requester Management Reguesters gt Companies External Support eS Asset Management gt Asset Types Asset Manufacturers Asset Vendors Asset Templates E Issue Management Issue Templates Issue Activities Issue Categories Issue Sub Statuses Issue Types gt Priority Mapping Zi Configuration System Options Message Board Email Templates Products Support Contracts Holidays Operating Hours Customization Custom Fields Company Name EEE Company Code is Email Domain Main Phone o O O Note Enter full or partial search criteria and click Search button City State Postal Code Company Name Email Domain Main Phone Titan Software titan com 913 258 4981 Company Titan Software Inc Email Domain titan com Customize Window Layouts List Layouts gf Security Users Groups and Privileges Company Location Preview Kansas City 70 HDAuthority 9 0 User Manual Main Fax Main Phone 913 258 4982 913 258 4981 A QUEST SOFTWARE COMPANY Creating a New Company If you need to create a new Company you can do
33. As described in the Requesters section of Chapter 2 Requesters formerly referred to as customers in previous versions of Help Desk Authority are those individuals calling your help desk for assistance These are the actual individuals who you will be dealing with every day through your help desk The Requesters screen in the Administration window is shown below Administration a amp Requester Management gt Requesters Requester Name City rT Companies External Support lt _ r 4 Asset Management j Company Postal Code Asset Types Asset Manufacturers Email Country Asset Vendors Primary Phone Asset Templates Note You may enter partial or full search criteria above a E Issue Management Issue Templates Requester Name CompanyName Email Issue Activities Issue Categories Issue Sub Statuses Issue Types Priority Mapping 4 i Configuration System Options Message Board Email Templates Products gt Support Contracts Holidays Operating Hours 4 Customization Requester Name Requester Code Custom Fields Title Company Name Customize Window Layouts Email Department List Layouts Fax Number Location Name 4 f Security Users QD Preview gt Groups and Privileges Yai TaLOGIC 46 HDAuthority 9 0 User Manual EETaLociC Searching for a Requester There are several ways to search for a Requester from the Requesters
34. Bee Default Ba Private List Layouts Available Fields Selected Fields Sort Fields Field Name Sort Direction SCRIP 149 HDAuthority 9 0 User Manual To create a new Issue list layout 10 Click the New Layout button New Layout Enter a name for the new layout in the space provided Select the fields to be used in the list from the Available Fields menu Select a field to be added and click the button to move it to the Selected Fields menu If you wish to move all available fields to the Selected Fields list use the button If you change your mind about a field you can move it back to the Available Fields list with the button To start fresh you can also move all selected fields back to the Available Fields list with the button Once the desired fields for your new layout are in the Selected Fields list you will have the ability to arrange them in any order you like To move a field in the order simply select the field and use the and buttons to move a field up or down in the order Once your selected fields are in the preferred order you will have the ability to order the data in each field by using the Sort Fields list Select the fields upon which you would like to sort the data then move them to the Sort Fields list using the button You can always move them back using the button Select Ascending or Descending from the Sort Direction drop down menu 4 The fields can
35. COMPANY 89 HDAuthority 9 0 User Manual In our example a URL for Help Desk Authority on the ScriptLogic website has been added as shown below Company Edit maii ma Name Frohman ia Company a p Copy 1 of Manual hda_logo_ HDAutho Spo 5 Added attachments can be viewed by single clicking the attachment to highlight it then clicking the Open With button or by double clicking the attachment 6 Added attachments can also be deleted by single clicking the attachment to highlight it then clicking the Delete button To finish setting up a new Company 7 Decide if the Company will initially be active or inactive If inactive check the Inactive checkbox to the left of the Company Name field Otherwise leave the box unchecked 8 The new Company will appear in the Company list on the main screen of the Administration window when Companies is selected in the navigation pane 9 Companies can be modified or deleted at any time by using the Modify and Delete buttons located at the bottom of the window 90 HDAuthority 9 0 User Manual East Asset Management Through Asset Management Help Desk Authority provides an excellent means for keeping an inventory of your organization s Assets In addition to storing information such as serial numbers locations and manufacturers you can also capture key information about the vendors who have sold or who lease the Assets to you If you choose you
36. Company Titan Software is available Companies Company Name Po City Company Code ee State fF Email Domain Cr lw Postal Code es Main Phone o E Note Enter full or partial search criteria and click Search button Company Name Email Domain City Titan Software titan com 913 258 4981 ompany Company Titan Software Inc Email Domain _ titan com Company Main Fax 913 258 4982 Location Kansas City Main Phone 913 258 4981 Q Preview ff From here you can Select a Company by highlighting the Company name by clicking it and pressing the Select button OR Create a new Company by clicking the Click here to create a new Company link This will open the Company Add window where a new Company can be created See the next section Companies for full detail on creating anew Company 51 HDAuthority 9 0 User Manual East 3 In our example anew Company Vandalay Industries has been created Click on the Company name then click the Select button Companies Company Name Company Code Email Domain Main Phone Postal Code Note Enter full or partial search criteria and click Search button Company Name Email Domain City Titan Software titan 913 258 4981 eeeceeccececcccecceccecccccccecceceecceccecccecececeeccececccceccecceceececcecceeeeceecceeeeceeee m p ae gid IAR a Company vandalay Industries Company 10l Main Fax Location Las Vegas 3 Previe
37. Compaq 193 DIMM STANDARD DIMM unknown model Computer Name Device Serial Number Compag 193 NIMM GTANNARN NIMM funknawn madelt 251 HDAuthority 9 0 User Manual Page 1 of Date Installed 3 11 2009 3 29 12 PM Date Installed 3 11 2009 3 29 12 PM Date Installed 3 11 2009 3 29 12 PM Date Installed 3 11 2009 3 29 12 PM Date Installed 3 11 2009 3 29 12 PM 3 11 2009 3 29 12 PM Date Installed 3 11 2009 3 29 12 PM Created 3 7 2011 3 22 42 PM A QUEST SOFTWARE COMPANY The Report View Toolbar Report View Seles fn dep Print G5 A Ep a 2 QA amp 100 BA iste Backward Forward Lf ERS ER Ree See aaa R The Report View toolbar above displays at the top of HDAsset reports generated in Help Desk Authority This Toolbar contains standard icons for viewing displaying the report output printing or searching for information in a report Hover your mouse over the icons and a tool tip will identify unfamiliar icons Graphic Reports Options E Report View BAR File View Graph Type Bar3SD v View Options Graph and Text d i Spin G5 A Ep m QA A 100 BOBA 12 Backward Forward LP QO Tee cee ann nna E Graphic reports generally display as a 3D bar graph followed by a data table which displays the data used to create the graph The following options are added to the Report View menu bar for graphics reports Graph Type Graph Type allows you to change the graphic from the def
38. Contract is based upon duration If you are using another type of Contract and you wish to include start and end dates select both dates from the Start Date and End Date drop down menus If you wish to link any Products to the Contract click on the Linked Products tab of the Company Contract Add window Available Products will be listed in the Available Products selection list Use the arrow keys to add or remove Products to the Products Linked to this Contract selection list on the right lf desired this Contract can be linked to the Company but not activated If you would like to deactivate the Contract but retain the link to the Company check the Inactive checkbox Click the OK button when finished nera Linked Products Contract List fioo Issues Contract a Contract Description h 00 Issues Contract Cost lo Warning 0 Warranty Reference No FROM 00 Comments This is a sample contract Contract Type Details Contract based on Number of Issues No of Support Issues h 00 Start Date 8 13 2010 Remaining Issues hi oo End Date 8 13 2011 l Inactive 80 HDAuthority 9 0 User Manual A QUEST SOFTWARE COMPANY The next tab in the Company Add window is the Products tab From here you can link Products to a Company 1 To adda Product to the Product list click the Add button This will open the Company Product Add window Company Edit Company Name Frohman Sausage Compan
39. Desk Aut Jri Welcome In this wizard we will set up some of the basic data required to use Help Desk Authority The wizard provides some suggestions for common values you may wish to use At any time you may choose to skip to the end of the wizard amd save or cancel to finish later You can re open this wizard at any time from the setup menu The following steps appear in the wizard Below are the standard images that represent them in the system They appear on the progress bar of this wizard as well Directories ey Requesters Groups and Privileges aie Assets Gi Email Options Companies lt lt Back Skip to Finish From this window you can set up e Directories e Groups and Privileges e Users e Companies e Requesiers e Assets e Email Options 25 HDAuthority 9 0 User Manual A QUEST SOFTWARE COMPANY Navigation You can navigate through the wizard with the Back and Next buttons or with the icon slider shown below 4 98 a8 S amp S Gv With either navigation method you can move forward and backward at any time You also have the option of skipping various sections and completing the wizard by using the Skip to Finish button Most screens in the Configuration Wizard also contain a Reset button You can use this button to clear all fields at any time Directories The next step in the Configuration Wizard is the directory set up Here you can assign directories for Attachments Repo
40. First select the field you would like to track from the Select Tracking Field drop down menu Next select the minimum percentage of Issues with this tracking Issue that you would like to appear on the Report by entering a number in the Specify the Minimum Percentage to appear on the Report field Click the OK button Select Report Version Window Reports used in e Billing Summary E Select Report Version Select Version i With Billing Details 0 Without Billing Details Group By Company C Requester f Issue Number First decide if you want to include billing details in your report and select either the With Billing Details radio button or the Without Billing Details radio button Next select the item by which you wish to Group the Report by using the Company Requester or Issue Number radio bution Click the OK button SCRIP 199 HDAuthority 9 0 User Manual EE RLOGK Select Deleted Issues To Be Reported Window Reports used in e Deleted Issues E Select Deleted Issues To Be Reported Available Users Selected Users Helpdesk Administrator Deleted Between 1772011 First select the available users from the Available users list and use the arrow buttons to move them to the Selected users list Next select the start date and end date in the Deleted Between date range section Click the OK button Sele
41. Help ere veme Query Message Board RB HDA Tools Setup When you select a menu item a list of commands is displayed For example when the Tools menu item is selected the following list of commands is presented Query Manager Ctri Q Message Board Reports Ctrl R 51360 Troubleshooting Tools Run External Application Manage External Applications The commands displayed in a menu are presented in several different ways e Alone The command is immediately executed when selected e Followed by an arrow gt Indicating a sub menu of additional commands e Preceded by a checkbox A check indicates that the option is enabled e Grayed out Indicating that the option is not currently available aa LOGIC 12 HDAuthority 9 0 User Manual Ea TdLosic The Toolbar The Toolbar contains icons that enable you to access the commands that are used most frequently by Help Desk Authority users When you select an icon from the Toolbar the command is executed in the same way it would be if chosen from a menu G NewIssue Z Open Issue Reports Query MessageBoard RB HDAsset Administration gF HDServerModules ff s1360 Tools The icons on the Toolbar perform the following functions Toolbar icon Function New Issue Opens a window for the creation of a new Q New Issue Issue Message Board View Message Board Manage Message Board amp B HDAsset Import Au
42. Import requesters using HDimport OR ENTER MANUALLY BELOW Full Name a Email Add New Requester 1 Import uesters using HDSync Alicia Lawson alawson titan com Allan Brentley abrentley titan com Andrew Swanson aswanson titan com Anna Mardell amardelh titan com Arthur Flynn aflynn titan com Barbara Summerville bsummerville titan com Lise the delete kay fo remove selected new requesters or mark existing for deactivation lt lt Back lext gt gt Skip to Finish ail LOGIC 37 HDAuthority 9 0 User Manual Ea TdLosic Instructions gt NS 8 Example Enter the full name of the Requester in the Full Name field required Enter the email address of the Requester in the Email field Click the Add New Requester button The Requester will now be visible in the Requester list in the lower portion of the Requesters screen To import Requesters using the HDSync module click on the Import Requesters Using HDSync link To import Requesters using the HDImport module click on the Import Requesters Using HDImport link Click the Next button when finished to continue with the wizard or click the Skip to Finish button to jump to the closing screen of the wizard The Undo Changes button can be used at any time to clear all the fields on this screen The Requester s full name is entered into the Full Name field and the Requester s email address is ent
43. Issue Templates Qee x issue Type luser Error Issue Activities Issue Categories Inactive Issue Sub Statuses Issue Types 9 Priority Mapping Configuration System Options Message Board Email Templates Products Support Contracts Holidays Operating Hours Customization Custom Fields Customize Window Layouts List Layouts Security Users Groups and Privileges Issue Type Incident Request for Information Issue Type Add 4 The new Issue Type will now appear in the list under the Issue Type list 5 If you would like to edit or even delete an Issue Type at any time select the Issue Type and use the Edit or Delete buttons in the Issue Types window 110 HDAuthority 9 0 User Manual East Priority Mapping Issue Management gt Priority Mapping Priority mapping is a feature that allows users to define levels of priority based on impact and urgency for every phase of the Issue lifecycle Priorities are automatically categorized on a scale from highest to lowest The scale is graphically represented on a color coded grid marked with Urgencies and Impacts 7 Administration G3 Requester Management mpacts Requesters gt Companies External Support 2 Asset Management Name Asset Types Affects Business Asset Manufacturers Asset Vendors Asset Templates E Issue Management Affects Group of Users Affects User Is
44. Issue and will be automatically updated with each new Activity in the Issue Activity Total Time 900 02 00 Total Cost The Resolution Tab There are two methods available to resolve an Issue As discussed earlier you can click the Resolve button on the Issue toolbar You can also click the button under the Resolution tab Both actions will populate the Resolved By and Resolved Date fields under the Resolution tab with the current user and the current date and time To resolve an Issue from the Resolution tab 1 Click the red resolution button This will populate the Resolved By and Resolved Date fields with the current user and the current date and time 2 Inthe Resolution text area enter any notes that are applicable to the resolution Use the button to include the date and time of the note and use the ea button to check the spelling of the note 3 Click the OK button when finished or select another tab to enter more information The Custom Fields Tab If there are any custom fields in the Issue they will appear here in the Custom Fields tab Complete any custom fields that are necessary aid LOGIC 174 HDAuthority 9 0 User Manual EETGLOGK A QUEST SOFTWARE COMPANY The Attachments Tab Use the Attachments tab to include any attachments necessary in the Issue 1 To attach a file click the Attach File button browse to the correct file in the Open window and click the Open button The file will now b
45. Issues by Week E Issues by Hour Status and Priority fs Percentage of Issues Issues Statistical B Activity Stats By Technician Requestor Activity Type cs Average Issues Per Week B Issue Count by Assigned Person and Status fs Issue Report by Category B Issue Yolume by Company Top 10 es Issue Yolume by Company Requester B Ratio of Solved Issues by Category B Statistical Report by Assigned Users B Statistical Report by Category B Statistical Report by Priority B Statistical Report by Priority SLA B Statistical Yolume by Assigned User 191 HDAuthority 9 0 User Manual O Assets B Assets by Company S Assets by Requester fs Assets by type O Company Requester B Company Requester Listing O Contracts cs Contract Remainder fs Contracts by Product f Support Contracts O HDAsset Reports S Application Installation Checklist es Application Installation List S Application License Usage f Change Tracking fs Computer Application List cs Computer Hardware List es Computer Summary Report B Graph Application Installations by Manufacturer es Graph Computers by Assignment B Hardware Installation List cs Hotfixes fs Screen Savers O Knowledge Base cs KB Details cs KB Self Service Statistics fs Modified KB Articles cs New KB Articles fs Related Articles O Master Table Reports fs Asset Manufacturers cs Asset Types B Asset Vendors cs Departments es Issue Activity Types fs Issue Categories cs Issue Types Fs Priorities cs Su
46. Oo Email Display Name PT E My Server Requires Authentication User Name ON Password ON Instructions 1 Select Use Microsoft Outlook or SMTP using the radio buttons 2 If SMTP is selected enter the SMTP Server Name in the SMTP Server Name field 3 Enter the Port Number in the Port Number field check the Use SSL checkbox if using secure email 4 Enter the Users email address in the Email Address field 5 Enter the desired display name in the Email Display Name field 6 If the email server requires authentication check the My Server Requires Authentication checkbox and enter the User name and password in the User Name and Password fields 7 Click the Next button when finished to continue with the wizard or click the Skip to Finish button to jump to the closing screen of the wizard 8 To clear all fields click the Undo Changes bution at any time 42 HDAuthority 9 0 User Manual Ea TdLosic Example Below is an example of a completed email set up k Authority Setup Email Options In this step we will set up preferences for sending emails from Help Desk Authority You may use your Outlook composer or Help Desk Authority s built in composer using SMTP a Undo Changes Use Microsoft Outlook SMTP SMTP Options SMTP Server Name mail sever com Port Number 250 Use 55L Default port for sSMTP is 465 E
47. QUEST SOFTWARE COMPANY The next section in the General tab is HDAccess In the HDAccess URL field enter the URL for your HDAccess home page In the last section of the General tab you can choose a format for timestamps 1 Select a User name format in the User Name Format drop down menu 2 Select a date time format in the Date Time Format drop down menu The License Tab This tab holds the Requester Company and license information for Help Desk Authority Requester Steve Jones rrrrrrrrrrr r C CC Nl Company 4CE Drilling Company License Key DAOCEL42 VERS0 EVLO BSH1 BAE2 BRS1 CID200 CIR1 AXD1 USRYO SFF1 EXP8341 0202 SPS26090904 Validate lv Unlock to Edit Make sure the Unlock to Edit checkbox is checked if you wish to edit the fields Enter the Requester name in the Requester field Enter the Company name in the Company field Enter the license key in the License Key field To Import a license key click the Import button and browse to the correct ini file containing your license key data 6 To validate your license key click the Validate button If your key is valid you will receive the following pop up message Oo Se SS System Options Ed A Your license is valid 7 Click the OK button 8 To reset all fields click the Reset button 118 HDAuthority 9 0 User Manual A QUEST SOFTWARE COMPANY The Directories Tab The Directories tab is used for setting the directories for A
48. The Undo Changes button can be used at any time to clear all the fields on this screen Example The new Company name is entered into the Company Name field Help Desk Authority Setup Companies In this step we will set up companies If you support requesters only within your own company you should enter its name here If you support external requesters you should enter all of their companies names Those requesters can later be associated with the companies a Undo Changes Import companies using HDimport WY OR ENTER MANUALLY BELOW Company Name Billy s Seafood Emporiur O Hide the company field from Wu Add New Company the issue window by default Company Name Active Buzard s Bullfrogs Yes Titan Software Inc Yes Use the delete key fo remove selected new companies or mark existing ones for deactivation a a I i T j T T T T A g eg ES g a p Skip to Finish 35 HDAuthority 9 0 User Manual East The Add New Company bution is clicked and the new Company appears in the Company list Companies In this step we will set up companies If you support requesters only within your own company you should enter its name here lf you support external requesters you should enter all of their companies names Those requesters can later be associated with the companies Undo Changes OR ENTER MANUALLY BELOW Company Name Hide the company field from bebe Compe a the issue window by
49. Troubleshoot Be view Snapshot Asset Name teese Asset Owner Requester Asset Type Desktop Computer Requester Name Steve Winfield et a Asset Tag 4885 Company Name Issue History I Go Location Name Department Manufacturer Name Vendor Name Model Date Purchased Serial Number Price Part No PO Humber Entry Method Manusi Comments 236 HDAuthority 9 0 User Manual Ea TdLosic oO Se Enter the name of the Asset in the Asset Name field The Asset Type field will already be completed from the prior step This field is required Enter any Asset tag information in the Asset Tag field If this is a new Issue you can ignore the Issue History field From the drop down menu select the Asset Owner This will usually be Requester or Company Click the Requester Name field label This is a link that will open the Requester window Select a Requester from the list of possible Requesters Once a Requester name has been chosen the Company Name Location Name and Department fields will be automatically populated if they are populated within the Requester information Tabs in the Asset Add Window The bottom pane of the Issue window consists of three tabs as shown below Each tab will be explained in detail JS General S Custom Fields r8 Attachments The General Tab 2 3 4 oF 6 7 8 9 1 Select the manufacturer name from the Manufacturer Name drop down menu Select the model type from the Model dr
50. Year Contract 100 Hours Contract 100 Issues Contract Wi vandalay 12 5 Hour arranty VYandalay 18 Month Reference Vandalay 25 Issues Comments Co Contract Type Details Inactive Requester Contract Add Contract List Vandalay 18 Month l i Contract Details Contract Description Warning fo Warranty B Reference No Comments This is atest contract Contract Type Details Support Contract Duration Start Date 8 9 2010 l End Date 21512012 Inactive 63 HDAuthority 9 0 User Manual A QUEST SOFTWARE COMPANY Once a Contract has been linked to a Requester the Contract name will appear in the Contract list as shown below rs Requester Edit Requester Name art vandalay be j Reference No Contract T ype Tv Vandalay 18 Month Contract Durati Once a Contract is linked to a Requester it can be edited or deleted using the Edit or Delete buttons Siti LOGIC 64 HDAuthority 9 0 User Manual East The final tab in the Requester Add window is the Products tab From this tab you can add Products to a Requester The Products tab is shown below rs Requester Edit Requester Name art Yandalay be L 77 Genel Gaston Feds Hoaas D Peace Product Name Reference No To add a product to a Requester 1 Click the Add button This will open the Requester Product Add window 65 HDAuthority 9 0 User Manual East
51. You may drag and drop any query into the box below to save it as a favorite Issue Queries gt All Open lesues Alllesues by Assigned User ee Asset Queries Basic Asset startup status bar Yqfavorite There are three tabs in the Query Manager e The Menu Tab Where Queries are categorized are managed e The Conditions Tab Where new Queries are created by adding conditions e The Results Tab Where the results of queries are displayed s Query Manager Each tab will be described in detail during this chapter SCRIP 183 HDAuthority 9 0 User Manual The Menu Tab The Menu tab is where all Queries are managed There are three main sections of the menu tab e The Toolbar e The Saved Queries section e The Startup Status Bar and Favorite Queries section The Toolbar Toolbaritem Resuit Select a Query and click this button to rename it i Edit Query elect a Query and click this button to edit it opens the Conditions tab S Run Query Select a Query and click this button to run it opens the Results tab Remove Query Select a Query and click this button to delete it Creating Editing a Query Category Queries are organized into Categories These Categories are arranged into folders in a directory The two main folders are Issue Queries and Asset Queries Both of these main folders contain two main folders Public and Private The Public and Private folders are system defined You
52. adjacent conditions together If you want to group two conditions that are not adjacent in the list you can move a condition by clicking on the handle and dragging it to the desired location in the list 3 Click the Group button 4 Toungroup conditions select the Group and click the UnGroup button Example 1 Grouping two conditions in a three condition Query Conditions lissue No v iis Greater Than v lissue No v fis Less Than v This is the same Query from Example 4 in the last section and it will return the same result but in this case the first two conditions have been grouped together In a Query like this grouped conditions are performed first before other conditions It may be helpful to think of the grouped conditions as being enclosed in parenthesis such as in a math problem If the Issue number is greater than 12 and less than 36 OR If the Issue number is 57 Let s take a more complex example Suppose you want to see all Issues within a certain due date range that also contain either one of two different Priorities This would be fairly complicated to do without grouping conditions EaTALOGIC 189 HDAuthority 9 0 User Manual A QUEST SOFTWARE COMPANY Example 2 A Query with two sets of Grouped conditions Conditions v Z v Due Date lls Greater ThanorEq 14 201012004mM v And Y Due Date lis Less Than or Equal vie 6 30 2010 12 00 AM v e Adede aaa aaa a a And v Z v
53. are already in the layout Required Fields A 2 Asset C EE Asset Requester r C fabi Date Purchased oeeeee CI E Location i Model Uwnet Bet Part Number EE Price A Company Code A R Company 5 Bg Company Color D F P 3 To remove an item from the layout drag it to the left pane 4 Elements in the layout can also be re arranged in any manner you wish To move a field label or icon click and drag it to the desired location 144 HDAuthority 9 0 User Manual EETALOGIC A QUEST SOFTWARE COMPANY Field Properties More options are available by right clicking on a field or label Right clicking will bring up the pop up menu shown below Bring To Front Send To Back Remove Remove Field and Label Properties While you are customizing a window layout you might want to drag and drop several fields to the layout before arranging them At times a field or two may be dropped on top of another field either fully or partially When this occurs it may be difficult to find the field you are looking for when it comes time to arrange the layout This is where the first two options come in handy When fields are stacked in this manner they have a Z Index The Z Index is the relative position of a field in the stack Bring To Front When a field is behind another field on the layout but still partially visible right click on the field and select Bring To Front from
54. based on Number of Issues Default Number of Support Issues i f Support Contract Duration fof Years of Months 0 IB Contract Service Minutes Hours Minutes Service Minutes Inactive 12 To edit a Support Contract click the Edit button This will open the Contract Edit window which is a duplicate of the Contract Add window Edit the Contract and click the OK button when finished 13 To delete a Support Contract select the Contract in the list and click the Delete button Click the OK button at the prompt Holidays Configuration gt Holidays Holidays are those days that are generally not included when tabulating time in a Contract Note that this can be adjusted Help Desk Authority allows you to configure your own set of holidays The Holidays window will present a list of all the holidays that have been defined Checking the Show Past Holidays checkbox will add holidays that have already past to the list Note that Help Desk Authority does not come with any pre defined holidays Each holiday recognized by your organization must be added individually either in the Configuration Wizard or via Administration Sit LOGIC A QUEST SOFTWARE COMPANY 135 HDAuthority 9 0 User Manual Administration 83 Requester Management Show Past Holidays Requesters Companies External Support i Asset Management Asset Types Asset Manufacturers
55. be prioritized in the Sort Fields list with the and buttons For example in the list below the Issues will be sorted first on Received Date Ascending then Issue Number Ascending and finally Summary Descending Sort Fields Field Name Sort Direction Received Date Ascending Y Issue No Sscending Descending v To delete a layout select the layout from the Available List Layouts list and click the Delete Layout Buon To rename a layout select the layout from the Available List Layouts list and click the Rename button To make a layout the Default layout select the layout from the Available List Layouts list and click the GE Make Default Layout button aTALOGIC 150 HDAuthority 9 0 User Manual A QUEST SOFTWARE COMPANY Security Help Desk Authority s security is structured around Groups A Group is a collection of users who are assigned specific security permissions Groups are named in a manner that describes the Group such as Technical Support or Help Desk After establishing Help Desk Authority users in the database they can be assigned to a Group Each Security Group is then given access to specified Help Desk Authority functions These functions are called Privileges For example viewing an Issue list defining custom fields deleting Issues and attaching files are Privileges that can be assigned to a Security Group users may be assigned to more than one Security Group Users
56. button to confirm the deletion 160 HDAuthority 9 0 User Manual A QUEST SOFTWARE COMPANY The Privileges Tab The Privileges tab is shown below Administration _ amp Requester Management Requesters Companies External Support RS Asset Management Asset Types Asset Manufacturers Asset Vendors Asset Templates E Issue Management Issue Templates Issue Activities Issue Categories Issue Sub Statuses Issue Types Priority Mapping Configuration System Options Message Board Email Templates Products Support Contracts Holidays Operating Hours Customization Custom Fields Customize Window Layouts List Layouts Security Users gt Groups and Privileges p Name Asset e Users With Privilege Revoked Groups With Privilege Revoked The Privileges tab in the Groups and Priviliges window is used for information only At the privilege level it will tell you at a glance which users and which Groups have this privilege revoked In the screenshot above the AssetManufacturer Add window has been revoked for the users Helpdesk Administrator and Joel Habib This privilege has also been revoked for the Management Group To view information about a specific privilege select it from the Privilege Name drop down menu 161 HDAuthority 9 0 User Manual A QUEST SOFTWARE COMPANY Chapter 4 Issues Issues are items that are tracked
57. button will remove the selected conditions from the Query The Q assinei button will add a new condition to the Query The Apply button will apply the changes you have made to the existing Query The Reset button will remove all conditions from the Query The Issues List Grid The Issues list grid is the main area of the window when Issues is selected in the Navigation Pane The Issues list grid lists all the Issues that match the criteria of the current Issue list layout You can display as much or as little information in the Issues List as you like by customizing Issue list layouts in the Administration window as discussed in the previous chapter The example below shows the default All Fields Notice the horizontal scroll bar at the bottom of the grid Sliding the scroll bar to the right will reveal much more data than is shown in the current view Issue No Origin Sub Status Descripton Resolution Contract Product Name Fc 1 Open In Progr Expired Norton Open In Progr Office 2010 will Open Assigned Login privileges Open Assigned Requester requi Open New Requester is ha Open Assigned Server issues h Open Assigned Intranet needs Open In Progr Data wireless Open New Office 2010 inst 2 3 4 5 6 i 8 9 wie oS Open In Progr Database appe Open In Progr Email encyption The Issues list grid below contains seven fields and represents a
58. buttons described in Chapter 7 under Selection Lists When finished creating groups and assigning privileges click the Next button Click the Next button when finished to continue with the wizard or click the Skip to Finish button to jump to the closing screen of the wizard To clear all fields click the Undo Changes buiton at any time SaTALOGK WARE COMPANY Example Help Desk Authority Setup Groups and Privileges In this step we will configure security groups and their associated privileges Users can be added to security groups in the main application to simplify security and customization setup a Undo Changes Enter name here to add a new group Tl Suggested Groups __ Add Administrative Group Group Name Admin x 2 Description Person s responsible for managing the Help Desk Authority Software Add Level 2 Support Add Level 3 Support Add Level 1 Support Available Privileges Selected Privileges AssetManufacturer Delete assetT emplate Edit AssetManufacturer Edit AssetManufacturer Search AssetTemplate Add AssetTemplate CreateAsset AssetTemplate Delete AssetTemplate Search AssetTypes Add AssetTypes Delete AssetTypes Edit AssetVendor Add j if T T ry FOE ee E A0 s aaoeay In the above example the suggested group Level 2 Support has been chosen The description is the automatic default Three privileges have been added 30 HDAuthority 9 0
59. can define as many Sub Categories under these two folders as you like Queries that are filed in the Public folder are available for anyone to use Queries that are filed in the Private folder are only accessible to the user who defined the folder 184 HD Authority 9 0 User Manual A QUEST SOFTWARE COMPANY To Create Rename or Remove a Query category 1 Choose a Main category for your Query Issue or Asset and then select the Public or Private folder Click the Add Category icon Enter a name for the new category Press Enter To rename a category either double click the category or select it and click the Rename Category icon Enter the new name and press Enter To remove a category select the category and click the Remove Category icon When prompted for verification click the Yes button oP a gt Organizing Queries Aside from the folder structure of Query organization there are three other categories that Queries can be placed in e Startup Queries Lal e Status Bar Queries e Favorite Queries WwW Startup Queries E You can designate one Query as a Startup Query This Query will run upon the startup of Help Desk Authority To do this simply drag one Query from the folder tree and drop it into the field in the Startup Queries section If an existing Query is already set as a Startup Query simply dragging another Query to the same location will replace it To remove the current Startup Query
60. can double click the Asset type name or simply select it and click the Select button This will open the Asset Add window The only required field when building an Asset template is the Asset Type field When you select an Asset type you will be prompted with the Asset Add pop up window notifying you that Changing the Asset type will change the Custom Fields Click the OK button to close this window Enter the pertinent information in the appropriate fields This information will now be automatically included when this Asset template is used to create a new Asset Click the OK button The new Asset template has now been created and will appear in the Asset templates list To create a new Asset from this template select the template from the list and click the Create Asset button as shown below Also note that if no Asset template is selected the Edit Delete and Create Asset buttons are grayed out R Administration Q Requester Management Requesters Companies External Support Edit Asset Management Asset Types Delete ae Asset Manufacturers Create Asset Asset Vendors Asset Templates E Issue Management Issue Templates Issue Activities Issue Categories Issue Sub Statuses Issue Types Priority Mapping 2 Configuration System Options Message Board Email Templates Products Support Contracts Holidays Operating Hours Customization Custom Field
61. contain additional information related to the immediate content where the note is found Notes are a reminder of important things to consider when performing a task or procedure in Help Desk Authority Alerts contain important information pertinent to the material discussed in the text They often accompany detailed instructions vital to a task or procedure in Help Desk Authority We recommend that you keep a copy of this manual close by for quick reference Help Desk Authority is a very intuitive application and this manual will assist you in discovering the powerful more detailed features that it has to offer To get you started please review our new Quick Start Guide EaTALOGIC 9 HDAuthority 9 0 User Manual A QUEST SOFTWARE COMPANY Installation of Help Desk Authority The Installation of Help Desk Authority now includes the Installation of the HD Server Modules Please see the Help Desk Authority Installation Guide nstallGuide HDAuthority docx and InstallGuide Upgrade to HDAuthority 9 0 docx for instructions and system requirements Waa LOGIC 10 HDAuthority 9 0 User Manual East Chapter 1 Navigating Help Desk Authority When you initially log into Helo Desk Authority the main window is displayed There are six regions of the window as shown below They are e The Main menu e The Toolbar e The Navigation pane e The List grid e The Preview pane e The Status Bar Help Desk Authority
62. custom fields that are necessary The Attachments Tab Use the Attachments tab to include any attachments necessary in the Asset 1 To attach a file click the Attach File button browse to the correct file in the Open window and click the Open button The file will now be attached to the Issue 2 To attach an Item or items on the clipboard click the Attach Clipboard button The file s from the clipboard will now be attached to the Issue 3 To attach a URL click the Attach URL button This will open the Attach URL window Enter the Web Address URL in the Web Address field then enter a description in the Description field both fields are required Click the OK button when finished Note that you must include http with the URL 4 To open an attachment right click on the attachment and select the application you would like to use to open the file or select the attachment and click the Open With button then select the application of your choice 5 To delete an attachment select it and click the Delete button then click OK at the prompt 6 Click the OK button when finished or select another tab to enter more information Editing an Asset In your daily support activities you will most likely open and update existing Assets 1 2 3 4 182 HDAuthority 9 0 User Manual tea Open the Asset If anything has changed in the top portion of the Issue make those changes You will often be adding Notes or Attac
63. default Use the delete key fo remove selected new companies or mark existing ones for deactivation i jla lac 8aea O6av Bask Spo 36 HDAuthority 9 0 User Manual A QUEST SOFTWARE COMPANY Requesters Requesters formerly referred to as customers in previous versions of Help Desk Authority are those individuals calling your help desk for assistance Introduction Requesters may or may not be affiliated with a Company If a Requester is affiliated with a Company a Company record should be created to attach to the Requester For more information on creating Company records see Companies in the previous section Although the only required information about a Requester is his her full name the more information you enter for that Requester the better Help Desk Authority will be able to provide a complete profile when needed If Help Desk Authority Users will be serviced within the organization they will also be designated as Requesters Therefore in addition to a User record a Requester record must also be created for each one For more information see the Users section earlier in this user s manual The Requesters screen is shown below Requesters In this step we will create requesters These records contain information about the people requesting support and can also be used to track their support history s Undo Changes H H 2
64. easier to work with when reading Knowledge Base Articles The Title field will show the title of the Article The Description field will contain a detailed description of the Issue or problem The Cause field will show a list of factors that caused the problem The Resolution field will list the steps taken to resolve the problem The URLs field will contain any URLs with relevant information to the Issue SaTALOGK 219 HDAuthority 9 0 User Manual A QUEST SOFTWARE COMPANY The Details Tab The Details tab contains more detailed information regarding the Article Knowledge Base Maintenance f x KB Article Details Related Articles Self Service Statistics Created User Admin Last Used Date Created Date APO 1051 43 aM Read Count Changed User Admin Found Useful Count Changed Date 272011 11 0627 AM Not Useful Count Status Be Attach File Attach Clipboard Attach URL The top eight fields on this tab are automatically populated e Created User is the User who created the Article e Created Date is the date the Article was created e Changed User is the User who last updated the Article e Changed Date is the date and time of the last change to the Article e Last Used Date is the date that the article was last viewed e Read Count is the number of times the Article has been viewed e Found Useful Count is the number of times a reader noted the Article as useful e Not Useful Count
65. field is also a link that will open the Companies window You can search for a Company based on a set of criteria and then select a Company to use for this field 2 Select the name of the Requester associated with the Issue from the Requester drop down menu or type the Requester name in the field The field label for the Requester field is also a link that will open the Requester window You can search for a Requester based on a set of criteria and then select a Requester to use for this field EaTRLOGIC 169 HDAuthority 9 0 User Manual A QUEST SOFTWARE COMPANY If you have the Filter Requesters on Issue windows based on selected Company checkbox checked under Administration gt Configuration gt System Options only those Requesters associated with the chosen Company will appear in the Requesters drop down menu If this option is not checked the entire population of requesters will be available Also if a Requester that is not associated with the chosen Company is selected the Company name will change in the New Issue window to reflect that Requester There are three small icons next to the Requester field They are described below 3 View Requester This will open the Requester Edit window Email Requester This will compose an email to the Requester In the Location field if the location has not already been pre populated due to the Requester selection use the drop down menu to choose the location 8 Inthe
66. from inception to closure Issues track information on reported incidents including Who reported the Issue To whom the Issue was assigned The Issue Category Priority and Status The Assets involved The actions taken toward resolution Time spent and associated costs Accurate Issue records will help you to optimize resolution time better manage your workloads and facilitate communication with your customers Help Desk Authority s Issue management enables you to Link related Issues with dependencies promoting easy and logical workflow Route Issues to personnel based on Group Status and expertise using Skills Based Assignment Apply your organization s hours of operation to accurately age and manage Issues Link Issues to Products you support and Contracts you service The Issues Toolbar a New Issue Edit Issue Resolve Delete Issue cs Email Folder E Report Y Pi New Issue Create new Issue Opens the New Issue window The sub menu allows you to create an Issue from a template A Edit Issue Edit Issue Opens the Issue Edit window Resolve Resolve Issue Marks the selected Issue as resolved with a status of Closed Compose email Opens the compose Email window to send an email regarding the selected Issue L Folder Add to folder Opens the Add Issue to Folder window E Report Report Issue Opens the Report View window te Email Delete Issue Delete Issue Delete
67. hardware software and system configuration of the computers within an enterprise Assets Help Desk Authority provides an excellent means for keeping an inventory of your organization s Assets In addition to storing information such as serial numbers locations and manufacturers you can also capture key information about the vendors who have sold or who are leasing the Assets to you lt is important to note that each Asset must be assigned an Asset type Therefore you must create at least one Asset type For example if you choose not to categorize your Assets by type you can create one category called Asset and then assign this type to all Assets that you create The Asset Toolbar New Asset 2 Edit Asset Delete Asset Template E New Asset Add new Asset Opens the Asset Types window Next to the Asset toolbar are two drop down menus described below The List Layout Menu Ea All Columns aa we Refresh Asset List Layouts This drop down menu allows you to choose which list layout to use In the example above the only available selection is All Columns Select Refresh Asset List Layouts to make sure you have a complete list of all current Asset List Layout options 232 HDAuthority 9 0 User Manual A QUEST SOFTWARE COMPANY The Favorite Query Menu Ly Basic Asset This drop down menu allows you to determine which Assets will appear in the Asset list View Separate Windo
68. in HDAccess in the email check the RE COMPANY amp Email Template Add age Issue Report Text to appear in Subject area of notification e mail vour Issue has been resolved Issue No lt lssue No E This message will be sent inthe message body of the notification e mail and will appear before the issue report Insert Field Thie email is to notify you that Issue lt lS_ISSUE_NO gt has been resolved as of lt IS_RESOLYED_DATETIME gt by lt IS_RESOL VED_BY_USER_ID gt M Include Issue No in the subject M Include direct HDAccess url of current issue inthe body Note Right click in the message area to select from a list of issue Fields that can be automatically inserted into your e mail 10 If you would like to add additional Issue information at the end of the email select the Issue Report tab and follow the instructions below 11 In the Available Fields list in the left pane select the fields you would like to present in the email and use the arrow buttons to move them to the Selected Fields list 12 Use the up and down arrow buttons to order the selected fields Sit LOGIC 129 HDAuthority 9 0 User Manual EETALOGIC A QUEST SOFTWARE COMPANY amp Email Template Add Custom Message 4 Select the fields that you wish to appear in your Issue Report tems will appear in the same sequence as they are listed in the Selected Fields list Use the Up and Down arrow keys to resequenc
69. is the number of times a reader noted the article as not useful Below these eight fields is the Status field This contains any information regarding the status of the Issue described in the Article The bottom section of the tab is used for attachments To view these attachments select the attachment and click the Open With button then select the appropriate application 220 HDAuthority 9 0 User Manual A QUEST SOFTWARE COMPANY The Keywords Tab The keywords connected to the Article are used for searching When a user types a word or phrase into the search box Help Desk Authority scans the keywords of articles to find matches Knowledge Base Maintenance KB Article Pe Kev elated Articles Keyword Network connection i down Network Connection IP address 221 HDAuthority 9 0 User Manual EETALOGIC A QUEST SOFTWARE COMPANY The Related Articles Tab Often a Knowledge Base Article will have Articles that are similar or are related to the same Issue By relating these Articles searching the Knowledge Base for an answer to a problem will be easier In the Article below with the Related Articles list shown there are two related Articles When you see related Articles like this you can select them from the Preview tab and read more on the related Issue Knowledge Base Maintenance alk EJ Article ID KB B108 need Power Point installed on my PC to complete a presentation KB 104 need Mic
70. items to the Toolbar click the Close button Moving Items Around the Toolbar To move a toolbar item from one location to another 1 Hold the Alt key and click on the item you wish to move 2 While holding the Alt key drag the item to the preferred location You will see a vertical marker indicating the new location of the item 14 HDAuthority 9 0 User Manual A QUEST SOFTWARE COMPANY Removing an item from the Toolbar To remove an item from the Toolbar 1 Hold the Alt key and click on the item you wish to remove 2 While holding the Alt key drag the item above or below the Toolbar When you see the Xx release the item and it will be removed Resetting the Toolbar After making changes to the Toolbar you may find the need to simply re set it to the default settings 1 Right click on an open area of the Toolbar and select Customize This will open the customize window Select the Toolbars tab Click the Reset button When prompted for confirmation click the OK button Click the Close button to close the customize window oF ge IS The Search Feature The Search functionality of Help Desk Authority is located to the right of the toolbar as shown below network Entering text in the search box and clicking the Search button will open the HDSearch window as shown below This server module will allow you to search all of Help Desk Authority from one simple window containing very powerful search capa
71. must create at least one Asset type For example if you choose not to categorize your Assets by type you can create one category called Asset and then assign this type to all Assets that you create Ea TALOGIC 91 HDAuthority 9 0 User Manual A QUEST SOFTWARE COMPANY Adding a New Asset Type Under Asset Management select Asset Types amp Requester Management Reauesters Compare Etera Suppor Cab aia Fax Machine Firewall Asset Templates B inas Firewall Computer Server Issue Templates Hotebook Computar Issue Activities Phone Issue Categories Printer Issue Sub Statuses Issue Types Priority Mapping 4 Configuration gt System Options Message Board Email Templates Products Support Contracts Holidays Operating Hours 4 Customization Custom Fields Customize Window Layouts List Layouts 4 gf Security Users Groups and Privileges 92 HDAuthority 9 0 User Manual A QUEST SOFTWARE COMPANY 1 Click the Add button This will open the Asset Type Add window s Asset ype Add Asset Type Asset Type Inactive The following Custom Fields will appear only for this Asset Type Custom Fields Add Edit Delete Column Name Column Type Column Label Default Value Required 2 Enter the Asset type in the Asset Type field Check the Inactive checkbox if you would like to
72. no longer appear in the User list The User Options The user Options window allows you to define even more options for a specific user The window contains two tabs e Email Settings Tab e Miscellaneous Tab EaTALOGIC 156 HDAuthority 9 0 User Manual A QUEST SOFTWARE COMPANY The Email Settings Tab If you would like to set up custom email settings for a user instead of the settings defined in System Options the Email Settings tab is where you will define them r Lo f Use Microsoft Outlook Microsoft Outlook Options Profile C SMTP SMTP Options SMTP Server Name J j Port Number 7 I Use SSL Default sSMTP port is 465 Email Address 0 ses s sSs s s s sSS Email Display Name PO My server requires authentication User Name j Password D 5 User Options fx W Use email settings defined in System Options Default Email Template Use Syst ptio i 1 If you would like to use the email settings that you have already defined in the System Options check the checkbox labeled Use email settings defined in System Options Otherwise uncheck this checkbox and enter the email settings in the sections above this option 2 Choose between the Use Microsoft Outlook and SMTP radio buttons depending on which email method you will be using 3 If you will be using Microsoft Outlook select a profile to use from the Pro
73. of messages in the Message Board Be sure to continue with the following steps to complete the process 7 Click the Set Sequence button in the Message Board window The Set Sequence window will be displayed as shown in Step 8 125 HDAuthority 9 0 User Manual A QUEST SOFTWARE COMPANY 8 Select the Help Desk Authority tab if the message is to be displayed in Help Desk Authority P Set Sequence Help Desk Authority Message Board Head Lin Start Date Time Title 1027 2010 12 00 M Help Desk Authority Version 9 1 Coming Soon iz Display in Ascending Date Order fz Display in Descending Date Order Use shift Up Down arrow keys to change sequence using keyboard Check the checkbox in the Head Line column to activate the message 10 If there are multiple messages in the window select the new message by clicking anywhere in the row then use the up and down arrow buttons to the right of the message list to set the sequence Note that the messages can be set to display in ascending or descending order by simply checking the appropriate checkbox located under the message list 11 If the message is to be displayed in HDAccess select the HDAccess tab and repeat Steps 9 and 10 12 When finished click the OK button to save the sequence 13 In the Manage Message window click the Close button 14 To edit an existing message select the message and click the Edit button This will open the Message Edit window Clic
74. of the page Turning off the preview pane will allow you to view more Issues in the Issue list Below is an example where the preview pane is hidden You can un hide the preview pane by clicking the lt icon at the bottom of the page as shown below aid LOGIC 166 HDAuthority 9 0 User Manual EETGLOGK A QUEST SOFTWARE COMPANY File View Tools Setup Modules Help G NewIssue Open Issue Reports Query MessageBoard HDAsset Administration gP HDServer Modules J s1360 Tools HELP DESK AUTHORITY G New Issue A Edit Issue Resolve amp Delete Issue 2 Email a Folder Report IssueNo Requester Issue Type Location Prionty Received Date Summary 1 Adam Cox Incident Kansas City High 3 13 2010 11 07 AM My anti virus has expired on my laptop Adam Cox Incident Kansas City High 3 13 2010 11 10 AM New Employee needs Network Login Privileges establis Henry Canova Service Request Kansas City Medium 1 5 2011 11 21AM need Power Point installed on my PC to complete a pres E ig Default Walter Cobb Service Request Kansas City High 1 5 2011 11 30 AM Unable to import excel files into the accounting database Queries very Ma r cA Private Default ca System B Default z ofl gt gt gt 4 items total Show 100 PerPage G Refresh every Issue No Status Requester Received On Company Asset ae Activity test3 bv Helndesk Administrator 3 73 9011 4 11 34 PM 4 Preview
75. pre populated except for the Article Number field as soon as a prefix is selected The KB Article Tab Knowledge Base Maintenance BH ei Details Keywords Related Articles Article Prefix KB h Category Network Optional Article Number h 03 Sub Category Network Connectio Optional Internal Use Only Product Name Track Financial Optional Title Netvork connection is down j Description Server issues have caused multiple connections to fail Improperly mapped network drive ieme IP settings were re set and the problem was resolved There are five tabs in a Knowledge Base article This first tab shown above is the KB Article tab The Article Prefix drop down is populated with pre defined prefix choices that are compiled in KB Configuration described later in this chapter This prefix is paired with the Article Number below it The Article Number field is automatically populated when the article is created The Category and Sub Category drop downs are also user defined see later in this chapter They are optional fields but it is highly recommended to use these fields to enable easier searching Another optional field is the Product Name If the correct selection is available in the drop down it is recommended that you use it If you would like to limit the article to internal technicians only check the Internal Use Only checkbox Clicking the Preview button will pull up the Preview tab to p
76. so from the Administration window in the Companies screen Simply click the Click here to create a new Company link as shown below Note Enter full or partial search criteria and click Sear FORE ERR EERE EERE REET REET EERE EEE EEE EEEEE ESHER EEE E EEE EE EERE EEEEE EEE SESE REESE EEE EE EES EEE EEE EEE EEE EEE E EEE H ETE EE TEETER ETRE EHH LOE E EERE EEE EEE EEE EE EEE EEE EE EE EEE EE ELE EEEEEEEEEEEEEEEELEEEELEEEEEEEEEEEELEEEEEEEEELEEEEEEELELEEEEEEELEEEEEEEEELEEEELEEEELEEEEEEEEEEEEEEEE EEE EOD Vandalay Indust vandalyind com 888 562 3564 Clicking this link will open the Company Add window as shown below If a Company has been previously added this window will appear exactly the same but it will be called the Company Edit window Company Add Company Name Inactive i General Custom Fields Esl Requesters OI Departments 4 Contracts 3 Products G Attach Company Information Company Code Default Location l Main Phone Main Fax Email Domain HDAccess Layout HDAccess Layout Billable Issue History Fi y Commerts The first tab in the Company Add window is the General tab The Company Name field is located above the 9 tabs To add a new Company follow the steps below 1 2 3 Enter the name of the New Company in the Company Name field required If you would like the new Company to be inactive initially check the Inactive checkbox Ent
77. the Sub Category 2 drop down menu will be automatically populated with second level Sub Categories that are under the selected Sub Category if any exist The Sub Category 2 field will also become a link if an initial Sub Category has been selected that will open the Issue Categories window as in the two prior steps In the Issue Type drop down menu select an Issue type This field is required If the new Issue is dependent upon a parent Issue meaning the parent Issue must be resolved before the dependent child Issue is resolved check the Dependent On Parent checkbox In the Priority field select the appropriate Priority from the drop down menu In the Impact field select the appropriate Impact from the drop down menu This is a required field In the Urgency field select the appropriate Urgency from the drop down menu This is a required field You will notice that after selecting a Priority level your selection may be automatically changed when you select an Impact and or Urgency These automatic changes are based upon Priority Mapping settings covered in Chapter 3 In the Priority Mapping section of the Administration window if the checkbox labeled Automatically assign Issue Priorities based on Impact and Urgency is checked your previously selected Priority level may be changed To gain more control over Priority settings you will be able to go back to the Priority field and manually override the automatically sele
78. the pop up menu This will place the selected field on top of the stack for easy access Send To Back If you would like to reach a field that is behind other fields and not visible enough for the Bring To Front option you can simple send the top field to the bottom of the stack repeating the step until the desired field is visible This is accomplished with the Send To Back option Remove This option will completely remove the field from the layout Remove Field and Label This option not only removes the field selected but also the label that accompanies it This saves you time and confusion when designing custom layouts Properties Selecting the Properties option will open a window displaying the properties of the selected field 8 Asset Asset Company Text Box Border Style Fixed3D W Read Only Required e The General Tab Includes the Border Style drop down The default value will be the current setting of the field This style can be changed by using the drop down menu to select EaTRLOGIC 145 HDAuthority 9 0 User Manual A QUEST SOFTWARE COMPANY another style If this option is grayed out as it is in the case of combo boxes you will not be able to change the style Checking the Read Only check box will lock the field with one value that cannot be changed by the user Checking the Required check box will designate this field as one that is required A small red asteri
79. to notify all stakeholders of the problem When the ticket is resolved in Help Desk Authority the PacketTrap device alert that triggered the ticket is reset If an Asset is deleted from Help Desk Authority the corresponding device will be deleted from the Packet Trap database also EaTALOGIC 255 HDAuthority 9 0 User Manual A QUEST SOFTWARE COMPANY Viewing PacketTrap Information You can view the PacketTrap data for a particular Asset through the Asset Edit screen for the Asset or for an Asset associated with a particular Issue through the Issue screen In the Asset Edit Screen To view the PacketTrap data for a particular Asset in the Asset Edit screen e Open the Asset Edit window for the Asset Click the Asset Icon enter the Asset name and click the OK button OR select the Asset Type of the Asset and search for the Asset see the note Filtering PacketTrap Assets below e Click the RB Asset Edit ae View Snapshot button to open the PacketTrap page for this Asset Note Filtering PacketTrap Assets A device in PacketTrap becomes an Asset in Help Desk Authority Each device Asset is assigned an Asset Type during synchronization If you do not know the Asset name of the Asset device use Asset Type in the Asset screen to display the list of Assets with the requested Asset Type Asset Owner Asset Type Unknown Requester Name Asset Tag Company Name Issue History View All 0 Locatio
80. will be deleted 211 HDAuthority 9 0 User Manual aTALOGIC A QUEST SOFTWARE COMPANY Creating a Widget 1 Select the category for the new widget 2 Click the icon if you would like to create a new graph widget or click the vig icon to create a new gauge widget This will open either the Define Graph Widget window or the Define Gauge Widget window both described below The Define Graph Widget Window Define Graph Widget Title Graph Type a Area Chart T K Axis Y Axis ISSUE Z AXIS Allow Axis Rotation 3D Graphs Only include issues received between and Only include issues found with the query 1 Enter the title you would like to use for the new widget in the Title field 2 Inthe Graph Type section use the drop down menu to select one of the 31 possible graph types available for your widget 3 Select the values you would like to use in the X Axis Y Axis and Z Axis drop down menus 4 In 3 dimensional 3D graphs you have the option of Axis rotation for each axis in the graph This allows you to manipulate the graph at any time to change the view of the data To enable this feature check the Allow Axis rotation 3D Graphs checkbox 5 If you would like to set a date range for the results presented in your graph check the Only include Issues received between checkbox then select the start date and end date for the range by using the drop down calenda
81. without replacing it select the Query and click the a Status Bar Queries Las Status Bar Queries are those Queries that will be stored on the Status Bar to be run at your convenience just by double clicking them You can designate up to four Queries to be Status Bar Queries Simply drag a Query from the folder tree and drop it into the Status Bar Query area You can change the order of the Queries on the status bar by moving them up or down with the arrow buttons If you want to replace an existing Status Bar Query with another Query you must first remove the Query to be replaced Select that Query and click the A This will remove it from the Status Bar Query list but it will not be deleted Favorite Queries Ww Any Query can be saved as a Favorite Query Simply select a Query and drag it to the Favorite Query section It will appear in any Favorite Query drop down To remove a Query from your Favorites select the Query and click the x EaTRLOGIC 185 HDAuthority 9 0 User Manual A QUEST SOFTWARE COMPANY The Conditions Tab The Conditions tab is where all queries are created and edited To open the Conditions tab either click the Add Query button on the Menu tab or select a Query and click the Edit Query button At the top of the Conditions tab is a toolbar with four buttons on Reset Resets the Query to its original state or an empty state Li Save Saves the Query Save As Saves the Query in a designated loc
82. 1 15 1921 6 57 PM 1 15 1921 6 57 PM 1131321 8 24 AM 17131921 9 07 AM 17131921 9 07 AM 1 15 1921 7 55 PM 1151921 7 55 PM 1 15 1921 7 55 PM 1 15 1921 7 55 PM 1 15 1921 7 12 PM 17151921 7 12 PM 1151921 7 12 PM Per Page ue 3 The Asset will now appear in the Asset list under the Asset tab of the Requester 58 HDAuthority 9 0 User Manual A QUEST SOFTWARE COMPANY The next tab in the Requester Add window is the Attachments tab If you would like to attach any files to a Requester follow the steps outlined below 1 If you would like to browse your system for a file to attach click the Attach File button This will open up a Windows Explorer window Simply browse to the file you wish to attach then click the Open button The attached file will appear in the pane below the Attach buttons In our example an image file has been added as shown below rs Requester Edit Requester Name art Yandalay T7 T7 a 7 Tr Custom Fields amp HDAccess D Assets Attachments 5 Contracts B Products aff Attach File Attach Clipboard Attach URL Open With 59 HDAuthority 9 0 User Manual East If you would like to attach a file that is currently on your clipboard click the Attach 2 Clipboard button In our example a Word document from the clipboard has been attached to this Requester re Requester Edit Requester Name art Yandalay L Delete BridgeTrak
83. 57 HDAuthority 9 0 User Manual 5 Click the Save As button 6 Enter the Query name in the Query Name field and click the Save button again Save Query As gt Public 5 lg All lssues by Assigned User All Open lssues New Query Open Help Desk Issues C Private E Default Query Name PacketTrap IESues To run the Query select Query from the Toolbar expand the folder and category you created the Query in select the Query then click the Run Query button in the toolbar SCRIP 258 HDAuthority 9 0 User Manual Viewing the Network Maps To view the network maps generated by PacketTrap click the Network Maps bution in the navigation pane as shown below This will display the list of Network maps for each location or organization from PacketTrap Select the map you would like to view Network Maps Default Organization Home Office gt Remote Location Quarantine Agents ScriptLogic 13 b h te Use the or buttons to adjust the map view The map will be presented in the selected view F id LOGIC 259 HDAuthority 9 0 User Manual Ea TdLosic SL PA SC420 10 5 148 254 t MIRA copier pa scriptlogic local hi esx pa scriptlogic local 10 5 Unmanaged Switch U A of e Unmanaged Switch TITAN 10 5 146 142 E3 s 10 5 148 199 Unmanaged Switch 3 105448101 3 4ancadgoanoe 260 HDAuthority 9 0 User M
84. 59 PM 12 1 2012 12 00 AM 12 1 2012 12 00 AM 12 1 2012 12 00 AM 12 1 2012 12 00 AM Delete Set Sequence A QUEST SOFTWARE COMPANY Note that there are two ways to get to this Message Board information The second way is from the Tools menu by selecting Tools gt Message Board gt Manage Message Board This opens the Manage Message Board window This window mirrors the view under Administration shown below The functionality between the two views is identical Manage Message Board Title View Option Help Desk Authority for Windows amp Help Desk Au 3 9 200912 004M 1 1 2010 11 59PM gi TIATA E eee eeeeeeeeee eee eeeeeeeeen seat eeeeeeeeeeeees HDAccess HDSyne Tool Help Desk Au HDSearch Help Desk Au Pee EAL HD Mail Help Desk Au HDAutoE scalate Help Desk Au Start Date Time 3 9 2009 12 00 AM 3 9 2009 12 00 4M 3 9 2009 12 00 AM 3 9 2009 12 00 AM End Date Tme 1 1 2010 11 59 PM 14142010 11 59 PM 14142010 11 59 PM 1 41 2010 11 59 PM 14142010 11 59 PM Creating Headlines and Messages in the Message Board sst Set Sequence 1 Click the Add button to the right of the headline list This will open the Message Edit window Message Edit Message Details View Option MEAE Ea vh Title Headline Help Desk Authority for Windows amp Web A Help Desk Authority keeps your Support Center running smoothly and efficiently by automating all aspects of Issue Mana
85. 6 2 a Private aG Public A Help Desk Group Issues Help Desk Issues by Priorit Issues by Assigned User Issues by Group Issues by Sub Status Help Desk Issues by Priority Issues Assets Dashboard SS pal Refresh every 34 minutes HDAutoEscalate Woren A Woren In _ Open N Wisk Wohn Smi Mary Jone i Seareb Issues by Sub Status Sex g e The data in your widgets will automatically refresh in real time depending upon the interval you set manually At the bottom of the Dashboard is the Refresh information as shown below Refresh every 30 minutes Refresh Now In this example the Dashboard date in your widgets is scheduled to refresh every 30 minutes To change the number of minutes use the numeric up down field or simply type in any number between 1 and 999 You can force a refresh of the Dashboard at any time by clicking the Refresh Now bution To view the Issue or Asset data from any widget click one of the colored areas in the graph or chart This will present a breakout of that data in a list From this list you will be able to drill down into individual Issues or Assets 210 HDAuthority 9 0 User Manual AQ UEST SOFTWARE COMPANY Widgets and Widget Categories The widgets are Graph and Query widgets meaning they present data in only one dimension or they present data from a specific Query These widgets are created on the Wi
86. Admin Found Useful Count Changed Date A272011 11 0627 AM Not Useful Count Status Dennen Attach File Attach Clipboard Attach URL EaTALOGIC 228 HDAuthority 9 0 User Manual A QUEST SOFTWARE COMPANY The top eight fields on this tab are automatically populated e Created User is the User who created the Article e Created Date is the date the Article was created e Changed User is the User who last updated the Article e Changed Date is the date and time of the last change to the Article e Last Used Date is the date that the article was last viewed e Read Count is the number of times the Article has been viewed e Found Useful Count is the number of times a reader noted the Article as useful e Not Useful Count is the number of times a reader noted the article as not useful Below these eight fields is the Status field Enter any information regarding the status of the Issue described in the Article The bottom section of the tab is used for attachments Use the buttons to attach a file a URL or the contents of the clipboard The Keywords Tab The keywords connected to the Article are used for searching When a user types a word or phrase into the search box Help Desk Authority scans the keywords of articles to find matches In the Keywords section you can add as many keywords or phrases as you like Make sure they are relevant to the Article so you can avoid bad search results Knowledge Base M
87. CUSTOMER EXPERIENC a Sernptlogic Products EH Other Products MICROSOFT COR MICROSOFT MET Unknown S oftware Microsoft FS MICROSOFT NET FRAMEWORK 2 MICROSOFT COR MICROSOFT NET 3 530729 Software Microsoft MICROSOFT NET FRAMEWORK 3 MICROSOFT COR MICROSOFT APPL 12060125000 SoftwareSMicrosoft Note that you can also select a category and drag software applications from the Product table to a license group Using this option you can select more than one application by selecting an item then holding down the Shift key and selecting another item All items between the two selected items will now be selected and the entire group can be dragged and dropped into a license group To un assign an application from a license group right click on the group and select Un assign Application as shown below 0 are Master Details Software All Software N Microsoft Products MICROSOFT CC S Cranbery Office 20 OOOO O ooo on MICROSOFT NET FRAME MICROSOFT NET FRAME MICROSOFT APPLICATION ERRORE MICROSOFT SQL SERVER 2008 MICROSOFT CC MICROSOFT SQL SERVER 2008 SETU MICROSOFT CC EALE NAT ee Er Ar EA ARPA z Product Manufa 243 HDAuthority 9 0 User Manual A QUEST SOFTWARE COMPANY Software Master Product Table The Software Master Product Table displays the basic product and licensing information for each product application of the selected category license group or software package If yo
88. DAuthority 9 0 User Manual A QUEST SOFTWARE COMPANY Conn SE ATION a crssiscranigsaraacitvat A E E se 115 SY Ue OPIO oats sens ctse E ares ose eens aera E A caer ec muaadesue E 115 Tae WAG SSS BO d ocpa ce zac cas aac cence sat aes E E E E EE EAE 123 Poolt npe aa sense see ceaa A E E eva eseacnecdcorovassaunettseies 128 OCC e NE EE E E E S 131 SUPPO CONO a e e EE E E te eer etre cere rere 133 Hond oee en A ER E A E E E AEE E se E A 135 Operan HOU e E E EE N 137 CS FO IANO oi orn a E EE E E E E E E EA E 138 CS FO e oreo si st eee E E O E saassndicteavoesnaaces 138 Customize Wmdow a US accesses eae teen meee cece ESENE AEE 14 VSS TSC Lay US sc areca sees E E S acy E ser E EA E E E AE 149 No 7 1 A E A Se EE E ee 151 NSC iG AEE E E E E A AE EA E E EAE E E TT 151 COU SANG PVA CS ae cana E EE E E E E E 159 CROT eS USS a E E E 162 Tae aS Tool DI n E E E E E E E E EER 162 Toe Test May OU OO S E E E E 163 The Favorite Query Menu ccccsssssssccccccccceeesssseecccceesaaeessseeeecceessasaessseseceeesseaaaasseeseeees 163 LEEPER 163 View Separate Window Icon scssereccnencasnsxaomenncbesenaesanse scones dndusxaueeuuobaswdesansecevenerdedeoxaspeenckees 163 Tne Iss0es Filter Pant eessen nr E aE E E ESETE EES 163 Toe Bocs EEGI T seis 164 TERT SP ANG ea E E E EEA 165 TEPAT ING e a E R E E E E E E E veanebedesacaugnee 166 Ties auns Dii eee E EE EES E S 167 Queries and The Status Bat isciccescseasssecaccseveiosstase taacaesacwcasdes tate ionasusat
89. Department field if the department has not already been pre populated due to the Requester selection use the drop down menu to select the appropriate department 9 Inthe Phone field if the phone number has not already been pre populated due to the Requester selection enter the phone number 10 In the Email field a value will automatically populate if the selected Requester has an email address If not this field will contain no value The value that populates this field is an email link that can be used to send an email to the Requester once the new Issue has been saved 11 In the Issue History drop down you can take a look at all Issues for the selected Company or Requester This is not a field that will retain your selection It is a reference tool to be used when the field is created or edited To view the selected Issue history click the Go button This will open a new Issue list window containing those selected Issues 12 The Issue No field will be automatically populated with the new Issue number 13 In the Received On field use the drop down menu to select a date from the drop down calendar Initially the date and time will be automatically populated with the current date and time Both the date and time values can be edited or entered directly in the field if a change is necessary You can enter the date and time in any format you like Both values will automatically reset themselves to the correct format of m d yyyy and hh mm ss A
90. E AI ATE E AT 185 The c ondion WA ee E E 186 E JC a E A E A EO 186 The Reni TI ae E E 186 Query BOdiNo seseina E EE E a AEE S E S E ES EE A Ria 187 Smery Eee a a E eseloeasveciecssseaeens 187 CONDA tere E set E EE E E EE E A E A desve asessseners 189 CAC IRC P e E E E E 191 SA RE PON e E E 192 ROOT O E E E E E 194 CUS EON TS CIS e E E E E E R E TA 206 Configuring the Reports Directory sssseeesssssssseseerssssssseecerrsssssssserressssssssseereesssssseeeeres 207 Adding a Caston REPOTI sereset reran a E Eea A a E E EEE E S 208 Chaplet S The Dashboard dees seas seetencdeentocascte sas cosesscaaateeatdeesensaastunsecqsesosaaseasete seocerasstanceseseee 210 Widgets and Widget Cate COriesve ssswesadicusnenceosansisaguneanodsssesadidiendewesossmsedigapernedsawesedidantavetoeedes 211 Fr ENT Vy NU eeepc eee eee teen meee eae cease E 211 Ceann a Wd OT aea E TEE A 212 Poamne a Wid Ul cein E E E 215 BAE a e E E AE EA E EE E E 215 Re Sizing and Arranging Widgets ccccccccsssssssseeccccecccaeessseccccceesaaeesseeeeceeessseaaaseseeeees 215 RE COMPAN 6 HDAuthority 9 0 User Manual The IC SS cS Ot ee E E saacta teat ss snabacemateWasdenanasesceauns oe 216 Chapter 9 The Knowledge Base sci viiisute sereivconsdnclecbesainescandexdvevnssuvceacinndvebesadancendacdvcos suuleeaauaannetads 217 Scarchine the Knowledge Das ean c5 sseccchenerastaeshcnacenesatdtans ae a aa a a s 218 Reading a Knowledge Base Article
91. FTWARE COMPANY The Groups and Privileges Tab The Groups and Privileges tab contains Group and privilege information of the new user Comment is a member ofthese Groups EveryOne Available Privileges Guaranteed Privileges Asset Add Asset Delete E Asset Search AssetManutacturer Add Asset Edit AssetManufacturer Delete AssetManufacturer Edit Revoked Privileges AssetManutfacturer Search AssetTemplate Add AssetTemplate CreateAsset AssetTemplate Delete AssetTemplate Edit AssetTemplate Search bs o 10 11 12 To assign the new user to a Group select the Group name in the Available Groups list on the left and click the button The Group will now be visible in the Is a member of these Groups list on the right You can add more than one Group to the list To remove an assigned Group from the user highlight the Group on the right and click the button The Group will be moved to the left and will no longer be associated with the user To assign the new User to all available Groups click the button To remove all assigned Groups from a user click the button To assign a guaranteed privilege to the new user select the privilege from the Available Privileges list on the left and click the button The privilege will now be listed in the Guaranteed Privileges list on the right You can add more than one privilege to the list To remove a guaranteed privilege from the user select the guaranteed privilege fr
92. Helpdesk Administrator Admin jiorgio oprejweiu John Smith Windows and Web Mary Jones Windows and Web Use the delete key fo remove selected new users or mark existing ones for deactivation 32 HDAuthority 9 0 User Manual A QUEST SOFTWARE COMPANY The new user is now visible in the user list as shown below f Help Desk Autho rj y Setup Users In this step we will set up users These are the technicians who handle support requests Undo Changes Import users using HD Syne y OR ENTER MANUALLY BELOW Full Name Login Name Password M Allow Windows Login M Allow Web login M User must change password Add New User Login Name skuser Admin jsmith Windows and Web mjones Windows and Web Use the delete key fo remove selected new users or mark existing ones for deactivation T T To T T E R E A gj ey g gJ J lt lt Back Skip to Finish In the above example it is important to note that although the new user Steve K User was created he will not be listed as an active user until the Configuration Wizard has finished Siti LOGIC 33 HDAuthority 9 0 User Manual EETALOGIC A QUEST SOFTWARE COMPANY Companies Companies are the entities that employ the customers of Help Desk Authority Introduction Requesters are not always affiliated with a Company but when they are pertinent Company information can be gathered and linked to Requesters
93. Impact and Urgency fields Issue Number 9 Edit d a Save G Delete Resotve DB Add to kB Emi Repon J le Lz 000 00 00 00 E Company lirttmemiter tom it Received On 1 5 2011 11 21 54AM gt Priority medium ti Reguester Henry Canova a o Status opn o gt F impact Affects User F Location Kansas City Sub Status Assigned x Urgency kow o F Department fo Category Software Assigned Group admin ti Phone oi3 258 4981 Sub Category 1 Office Assigned User Helpdesk Administrator Email bcanova titan com Sub Category 2 Power Poit gt Due Date fo Issue History fy Go issue Type Service Request vf Age 147 days 3 hours 40 minutes e Manage HDMail Subscriptions Issue No Bk Dependent On Parent Related Issues 0 Summary need Power Point installed on my PC to complete a presentation Description need Power Point installed on my PC to complete a presentation Add E Eda Delete C n id LOGIC 142 HDAuthority 9 0 User Manual BaTaLocic To Customize a Window Layout 1 Select a layout that you would like to customize then click the Add button This will open the Customize Layouts window with a duplicate of the layout you will be customizing or creating Customize Layouts E Open Internal ke Save Lp SaveAss Q Clear Fields From Layout Se Required Field s 7 a E IssueManagement A fx Status a Asset amp E Save amp Delete Resolve Add to
94. KB S E Mail B Re olde C 000 00 00 o0 E Z 000 00 00 Asset ch Asset Comments Company lt Type Company Name gt ae x m z Issue No issue No Assigned Grou Assi ned Grou CI m Asset Company i p i a c3 e Asset Requester Requester lt Type Requester Name gt a z S Received On Received On Assigned User Assigned User 7 Asset Type Ei labi Date Purchased Location Location Status Status o f Due Date Due Date C E Location Manufacturer Department Department Y Sub Status Sub Status Age F SO CSsSS Model aes Phone Phone Priority Priority Manage HDMail Subscriptions i a5 Part Number ai i x m Email Email Issue Type Issue Type l Dependent On Parent ch Price Cc E Serial Number Issue History lissue History x Category Category 7 Related Issues Tag mI Vendor i Summary Summary Company BR mw y e e VS Contes VE a YO menens YE aoa YO roe YE reaa J a Company Comments Email Domain 2 Customer Address Address2 City Code Country Dept Email ostal Code Requester Requester Comments State Title A a Issue Age Assigned Group Assigned User Category Department 143 HD Authority 9 0 User Manual A QUEST SOFTWARE COMPANY 2 If you would like to add elements to the layout you can drag them from the left pane and drop them onto the layout wherever you like The items that are grayed out
95. KaTaLocic A QUEST SOFTWARE COMPANY www scriptlogic com 1 800 813 6415 ai Help Desk Authority User Manual Help Desk Authority 9 0 a ait LOGIC wew scniptlogic com 1 600 613 6415 EMEA 44 0 1628 516410 APAC 61 03 83526600 AGS S TA CORP 2011 Senptlogic Corporation All ng h s reserved SenptLogic and the ScnptLogic logo are registered trademarks of ScnptLogic Comporaiion m the United States and or other countries The names of achual companies and products mentioned herein may be the trademarks of their respective owners 2011ScriptLogic Corporation ALL RIGHTS RESERVED ScriptLogic the ScriptLogic logo and Point Click Done are trademarks and registered trademarks of ScriptLogic Corporation in the United States of America and other countries All other trademarks and registered trademarks are property of their respective owners SCRIP 2 HDAuthority 9 0 User Manual A QUEST SOFTWARE COMPANY Contents GS E A EE ese vc eset rec gee eta esea ve cosh etc gst es ec A eos 3 TATOU ise css ate casper sec E A A AA EE AATE A EE A A EE ATS 9 How To Us Dina Ma a A EA onan ace E EE 9 Installation of Help Desk AWthOrity iescisossriisisensniscenaaninsennerona arnan aa ai a oaii 10 Chapter 1 Navigating Help Desk Authority enssssssseeeresssssssseseeesssssssescresssssssescressssssseserees 11 TVR INCU EEEE ET E TETEA TTA AE TE 12 The VOOM DW enere EENET E E EE EEE E E E EENE EEE 13 Cu stomizin
96. M PM 14 The Status field will be automatically populated with a value of Open This can be changed by using the drop down menu and selecting a value This field is required 15 If this Issue requires a Sub Status use the Sub Status drop down menu and select a Sub Status from the list 16 In the Category field select a Category from the drop down menu The field label for the Category field is also a link that will open the Issue Categories window You can select a Category from the list and click the Select button or you can create a new Category to use by clicking the Add button and then clicking the Select button to use the new Category You can also create a Sub Category from this window Categories can also be edited or deleted by using the Edit or Delete buttons 17 If you would like to use a Sub Category for the new Issue use the Sub Category 1 drop down menu The Sub Category 1 drop down will be populated with all Sub Categories 3 4 9 a Clear Requester This will remove the Requester name from the Requester field 6 I gaT ocK 170 HDAuthority 9 0 User Manual A QUEST SOFTWARE COMPANY 18 19 20 21 22 23 24 20 26 27 28 171 HDAuthority 9 0 User Manual A QUEST SOF associated with the selected Category if any exist Also the field label for the Sub Category 1 field is a link that will open the Issue Categories window as in the previous step If a Sub Category is chosen
97. MPANY The KB Article Tab There are five tabs in a Knowledge Base Article This first tab shown above is the KB Article tab The Article Prefix drop down is populated with pre defined prefix choices that are compiled in KB Configuration described later in this chapter This prefix is paired with the Article Number below it The Article Number field is automatically populated when the Article is created The Category and Sub Category drop downs are also user defined see later in this chapter They are optional fields but they will usually be completed Another optional field is the Product Name If the correct selection is available in the drop down it is recommended that you use it If the Internal Use Only checkbox has been checked the Article is limited to internal technicians only If you click the Preview button the Preview tab will open to give you a visual of the Article in HTML This is how it will look online when your customers view them through HDAccess The next five fields will be automatically populated if the Article has been created from an Issue and if the Issue contains the information You can also enter text or HTML into these fields If you are using HDAccess and you would like to grant your customers the ability to view Knowledge Base Articles online HTML provides a more user friendly view Also clicking on the field name will open a much larger text area in a new window Some users find this environment
98. Medium High Name Urgent High Medium Low You can delete the Urgency by selecting it then clicking the a button When prompted for confirmation click the Yes button To edit the Urgency select it then click the button or simply double click the name of the Urgency To change the order of your Urgencies select one and use the or keys to arrange them OGIC 112 HDAuthority 9 0 User Manual BaT Locie Adding a Priority 1 Inthe Priorities text field enter the name of the new Priority then click the button 2 The Priority will now be visible in the Name column of the Priority list Name 1 Urgent 2 High 3 Medium 4 Low 3 You can delete the Priority by selecting it then clicking the a button When prompted for confirmation click the Yes button 4 To edit the Priority select it then click the button or simply double click the name of the Priority Editing a Priority is different from editing an Impact or Urgency In a Priority not only can you edit the name but the default due date can also be edited as shown below ff Issue Priority Edit Priority Name Urgent Inactive Default Due Date Due Hours i Due Minutes lo Set due date based on 24 7 schedule and ignore business hours and holidays 5 To change the order of your Priorities select one and use the or keys to arrange them aid LOGIC 113 HDAuthority 9 0 User Manual A QUEST SOFTWARE COMPANY
99. RD HE MEMORY RAM H MOTHERBOARD H E NETWORK ADAPTER J NETWORK DRIVES H E PHYSICAL DRIVE H POINTING DEVICE PRINTER H E SOUND DEVICE H 0 SYSTEM BIOS H USB CONTROLLER HE WORKSTATION 238 HDAuthority 9 0 User Manual A QUEST Manufacturer Hodel Capacity Revision Intel IntellA Coref TM Duo CPU 233 6 1 11 Intel IntellA Pentium A 4 CPU 3 406 3 39 F 4 3 RE COMPANY To display a list of the computers in which a hardware item is installed click the number link in the Installed column of the Hardware Master table for the selected component The Computer List window will open as shown in the graphic below Computer List Computers where Hardware Default Monitor is installed Computer Hame Owner Company Hame Requester Name OperatingSyste LaztAudit D ate SL FA 10 End User Microsoft Windo 3 2 2077 12205 Toshiba 008 Windows User Titan Software Microsoft Winda 3 12 2009 9 46 To view the details of the component installed in a particular computer select the computer of interest and click the View button in the Computer List window The Asset Edit window for the computer will open Select the Hardware tab and the component to display the computer specific info 239 HDAuthority 9 0 User Manual A QUEST SOFTWARE COMPANY The hardware details can also be displayed directly from the Hardware Master table by double clicking a component or selecting the component and clicking the View but
100. Requester in the Requester Name field This field is required Requester Add Company Name 2 Location Name Department SS Address 1 SSS S Address 2 B a City State Province Bo O O Postal Code p Country Go Issue History Go a Requester Code Title PO Primary Phone Secondary Phone Mobile Number Fax Number P Email PC Comments A 49 HDAuthority 9 0 User Manual A QUEST SOFTWARE COMPANY 2 Inthe Company Name field you can select a Company or create a new one To select an existing Company click the Company Name link This will open the Companies window as shown below Companies Company Name City Company Code State Email Domain Postal Code Main Phone Note Enter full or partial search criteria and click Search button Company Name Email Domain City Click here to create a new company rere Company Company Name value Email Domain Email Domain value Company Company Code value Main Fax Main Fax value Location Location value Main Phone Main Phone value 9 Preview Cancel ff 50 HD Authority 9 0 User Manual A QUEST SOFTWARE COMPANY To select a Company you can search on several search criteria or you can simply click the Search button for a complete list of available Companies to attach to the new Requester In the example below the Search button was clicked and the list of Companies was presented In this example only one
101. S G3 Requester Management Requesters gt Companies External Support E Asset Management Asset Types Asset Manufacturers Asset Vendors Asset Templates E Issue Management Issue Templates Issue Activities Issue Categories Issue Sub Statuses Issue Types Priority Mapping eB Configuration System Options Message Board Email Templates Products Support Contracts Holidays Operating Hours Customization Custom Fields Customize Window Layouts List Layouts gf Security Users Groups and Privileges J General E Hardware Desktop ta Laptop E B Peripheral Z Keyboard Monitor Mouse Printer E B Server Z App Server Domain Controller Internet SLD Network D Administration E Email C Exchange Web Mail J Firewall E 2D Intranet J HR Portal IT Portal G LAN Routers E Cisco VPN B Checkpoint J Cisco J Wireless EHD Software S Antivirus 5 Issue Category Add Category Name Time Sensitive a Inactive ae E Geant nl Categories 107 HDAuthority 9 0 User Manual YaaLOGIC A QUEST SOFTWARE COMPANY 4 The new Issue Category will now appear in the Issue Category list as shown below amp Requester Management Reguesters Companies External Support amp Asset Management Asset Types Asset Manufacturers Asset Vendors Asset Templates E Issue Management I
102. S Contracts 3 Products fee Assets amp Attach Asset Name Asset T ype Asset Tag Requester Name Modify Delete id LOGIC 83 HDAuthority 9 0 User Manual EaTiLocic To add an Asset or Assets to a new Company follow the instructions below 1 Click the Add button This will open the Assets window Assets Add A Edit QI Delete Templates Page vy of O column AT ASSET DESC value Tag value Requester value Company value Location value 84 HDAuthority 9 0 User Manual Seis Favorite Queries 7 AllColumns_ 7 A Al 0 items total 100 Per Page we rere Asset Type Asset Type value Part Number Part Number value Manufacturer Manufacturer value Model Model value Date Purchased Date Purchased value A QUEST SOFTWARE COMPANY 2 Click the Add button in the upper right corner of the window This will open the Asset Types window s Asset ypes Please select an Asset Type for the new Asset Asset Type Fax Machine Hardware Other Midware Notebook Computer Printer Scanner 85 HDAuthority 9 0 User Manual A QUEST SOFTWARE COMPANY 3 Select the appropriate Asset Type and click the Select button This will open the Asset Add window Asset Add AI Troubleshoot S8 View Snapshot Asset Name e Asset Owner Asset Type Hardware Other Requester Name Asset Tag Aaaa Company Name Issue History pv G Location Name Departm
103. Security gt users Administration amp Requester Management Requesters Full Name Logon Name Companies External Support Primary Email Fe amp Asset Management Asset Types Asset Manufacturers Asset Vendors Asset Templates E Issue Management Issue Templates Issue Activities Issue Categories Issue Sub Statuses Issue Types Priority Mapping 2 Configuration System Options Message Board Email Templates Products Support Contracts Holidays Operating Hours Customization Custom Fields Customize Window Layouts List Layouts Security Users Groups and Privileges Note Enter full or partial search criteria and click Search button In the users window a list of the users will be presented You can also perform a search to find specific users by using the steps below 151 HDAuthority 9 0 User Manual A QUEST SOFTWARE COMPANY To Find a Specific User or Group of Users Enter search criteria in at least one of the fields outlined in Steps 1 3 1 Enter the name or partial name of the user you are searching for in the Full Name field 2 Enter the logon name or partial logon name of the user you are searching for in the Logon Name field 3 Enter the primary email or partial primary email of the user you are searching for in the Primary Email field 4 Click the Search button To Add a User 4 User Setup Add Full Na
104. Through HDMail checkbox 119 HDAuthority 9 0 User Manual East oa a ee 11 12 If you checked the checkbox in Step 2 above you also have the option to Allow HDMail to Add Cc Addresses as Subscribers When Processing Incoming Emails by checking the second checkbox If you have chosen to use SMTP there are some required fields in the SMTP Options section If not skip to Step 11 Enter the SMTP Server Name in the SMTP Server Name field This is required Enter the port number in the Port Number field This is also required Check the Use SSL Default sSSMTP port is 465 checkbox if you wish to use SSL Enter the email address in the Email Address field This field is required Enter an email display name in the Email Display Name field if desired If your email server requires authentication check the My Server Requires Authentication checkbox and then enter the user name and password in the appropriate fields lf you would like to forward your Issues by email without using attachments check the Skip Attachments while forwarding an Issue by email checkbox In the Default Email Template drop down menu select a template you would like to use as the default for your outgoing mail The Field Tracking Tab Field tracking is used to generate Activities within an Issue based upon changing values in a particular field For every field selected for tracking a separate Activity will be created ea
105. User Manual EETALOGIC Users users are the people within an organization who use the Help Desk Authority system Introduction When defining users there are several options for consideration e Capture all pertinent information about the user such as name email addresses and phone numbers e Assign a log on name and password e Setup login parameters e View the last time the user was logged into Help Desk Authority e Assign the user to pre defined groups e Permit or deny the user access to Help Desk Authority menus and functions e Assign a skill level to the user as it relates to Issue categories Although the only required information about a user is his her full name Help Desk Authority will be able to provide a more complete profile when needed if more information is included when creating a new user The users screen is shown below Gi Help Desk Authority Setup Users In this step we will set up users These are the technicians who handle support requests s Undo Changes Import users using HDSyne yH OR ENTER MANUALLY BELOW Full Name x Login Name Password I Allow Windows Login M Allow Web login M User must chan ge password Add New User Full Name Must Change PW Helpdesk Administrator i No iorgio oprejweiu No John Smith Windows and Web No Mary Jones Windows and Web No Use the delete key to remove selected new users or mark existing ones for deactivation Skip t
106. WARE COMPANY 13 In the example below the recurring Issue is automatically generated and occurs every two weeks on Monday and Saturday beginning on 8 10 2010 and ending on 7 10 2011 S Issue Template Edit MW Generate issue based on a recurring schedule Recurrence C Automatically generate Issue f Prom pt me before generating Issue Recurrence Patter Daily Recur every p week s on Weekly Sunday MW Monday Tuesday Wednesday Monthly Thursday l Friday M Saturday Yearly Range of Recurrence Start 8102010 End after occurences End by 7 10 2011 Days in advance to enter Lad Cancel 14 Click the OK button 15 If you would like to edit or even delete an Issue Template at any time use the Edit and Delete buttons in the Issue Templates window Sit LOGIC 105 HDAuthority 9 0 User Manual EaTaLoGIC Issue Activities Issue Management gt Issue Activities Issue Activities are the various steps taken to address and resolve Issues By creating common Activity Types to use in Issue management you can quickly update an Issue with a previously defined Activity Creating an Issue Activity Type 1 Click the Add button in the upper right corner of the window This will open the Issue Activity Type Add window a amp Requester Management ae a Activity Type C Add Reauesters led Reques Companies External Support oR 4 amp Asset Management Emailed Requeste
107. a Call most of the time it will be for a new Issue The Issue Window In the main window with Issues selected in the Navigation pane click the ii 6 New Issue icon Or in the main toolbar click the icon Alternately you can choose File gt New gt New Issue from the main menu This will open the Issue New window where the represents the Issue number of the new Issue An example of the window is shown below issue Number 36 New e d F Save amp Resolve Add to KB 2 E Mail B Report B Folder YS ooo 600 00 Company lt Type company name gt W F Received On 1 14 2011 11 44 45 4M gt Priority 0 Requester lt Type requester name gt v B 2 Status open F impact o F Location Sub Status pg Urgency a Department fo 0 Category l Assigned Group o Phone PO Sub Category 1 Assigned User l Email Sub Category 2 o Due Date pw Issue History issue Type Age Issue No Manage HDMail Subscriptions E Dependent On Parent Related Issues Summary Description Note Text Entered by aiid LOGIC 168 HDAuthority 9 0 User Manual EaT Loci A QUEST SOFTWARE COMPANY The Issue Window Toolbar At the top of the New Issue window is the Issue window toolbar as shown below In the table following each icon is explained Note that using the ALT key will allow you to use keyboard shortcuts for toolbar items Each keyboard shortcut is noted in the table be
108. ail notification to checkbox Then select either The logged in user or The following addresses radio button If you select The following addresses radio button enter the email address es in the field provided separating multiple email addresses with a semicolon 10 Click the OK button 214 HDAuthority 9 0 User Manual A QUEST SOFTWARE COMPANY Editing a Widget To edit a widget do one of the following Select the widget you would like to edit from the tree view and click the 3 icon This will open the widget definition window Make your edits and click the OK button OR Double click the widget in the tree view This will open the widget definition window Make your edits and click the OK button OR Right click the widget in the tree view and select Edit This Widget This will open the widget definition window Make your edits and click the OK button OR From the widget click the icon This will open the widget definition window Make your edits and click the OK button Deleting a Widget To delete a widget do one of the following Select the widget you would like to delete from the tree view and click the Pi icon This will delete the widget OR Right click the widget in the tree view and select Delete This Widget This will delete the widget OR From the widget click the x icon This will delete the widget from the Dashboard but not from the tree view The widget is still available to add to the Dashbo
109. aintenance EB Article Keyword Network connection is down Network Connection IF address EaTALOGIC 229 HDAuthority 9 0 User Manual A QUEST SOFTWARE COMPANY To add a keyword to the keyword list 1 Click the Add button This will open the KB Keyword window as shown below Keyword User ID 2 Enter the keyword or phrase in the Keyword field Click the OK button The keyword or phrase will now be in the Keyword list 4 To edit the keyword click the Edit button to open the KB Keyword window make any necessary changes to your keyword or phrase then click the OK button 5 To delete a keyword select it from the list and click the Delete button When prompted for confirmation click the Yes button The Related Articles Tab Often a Knowledge Base article will have articles that are similar or are related to the same Issue By relating these articles searching the Knowledge Base for an answer to a problem will be easier In the article below with the Related Articles list shown there are two related articles When you see related articles like this you can select them from the Preview tab and read more on the related Issue Knowledge Base Maintenance Article ID B10 need Power Point installed on my PC to complete a presentation KB 104 need Microsoft Power Point installed on my PC 230 HDAuthority 9 0 User Manual A QUEST SOFTWARE COMPANY To add a related article t
110. always supposed to have worked but has not due to internal system inter Closed Closed Resolved Replacement toner needs installed by service company la IS El Open Open Assigned Update server to 8 GB of memory ec Open Open Assigned New Exchange Server needs inplemented Untitled Page 1 32 items total Show 100 Per Page Ra Refresh every O Summary My anti virus has expired on my laptop Preview Pane Navigation Pane Description Expired Norton Anti virus on Dell laptop Will be instructing Requester on how to install updated version Issue No 4 Status Closed Requester Adam Cox Received On 3 13 2006 11 07 35 AM Knowledge Base Company Titan Software Inc Asset Network Maps Laat Activity Issue Closed bw Helndesk Administrator 1979011 12 33 05 PM 2 Preview 17 All Issues by Assigned ken All Open Issues ke Open Help Desk Issues ka My Open Issues ec Status Bar Each region will be described in detail in the following sections Note that many tasks in Help Desk Authority can be accomplished through multiple methods Over time you will develop methods and custom screens that are the most efficient for your particular organization 11 HDAuthority 9 0 User Manual A QUEST SOFTWARE COMPANY Main Menu The Main menu displays the Help Desk Authority menus These menus contain all of the tasks available in Help Desk Authority DO n Desk Authority 9 0 Helpdesk Administrator Modules
111. anagement Requesters Companies External Support K Asset Management Asset Types Asset Manufacturers Asset Vendors Asset Templates E Issue Management Issue Templates Issue Activities Issue Categories Issue Sub Statuses Issue Types Priority Mapping Ai Configuration System Options Message Board Email Templates Products Support Contracts Holidays Operating Hours Customization Custom Fields Customize window Layouts List Layouts gf Security Users Groups and Privileges Requester Name Requester Code as Company fo Email Primary Phone E Note You may enter partial or full search criteria above Requester Name Company Name Email city State o Postal Code fe O Country o Requester Name Requester Code Title Company Name Email Department Fax Number Location Name 2 Preview In the Administration window you can e Manage Requesters and Companies e Perform searches e Manage Assets e Manage Issues e Configure the Helo Desk Authority system e Customize Help Desk Authority e Configure security In this section we will cover all of the above in detail 45 HDAuthority 9 0 User Manual A QUEST SOFTWARE COMPANY Requester Management In this section we will cover methods of searching for and creating a Requester or Company Requesters Requester Management gt Requesters
112. ands In the example above the Query will return all Issues where the Issue No operand is greater than operator 12 operand To add an operator to a condition select the condition and use the drop down menu to select an operator OR use the Not And and Or buttons If a particular operator is not available for the currently selected condition the operator will not appear in the drop down menu and if the button is clicked nothing will happen In the next example we will add another operator 187 HDAuthority 9 0 User Manual A QUEST SOFTWARE COMPANY Example 2 A Query condition with two operators Conditions Folder v Equals v Upgrade Project Y In this example we have added the NOT operator This Query will return all Issues where the Folder name does NOT equal Upgrade Project If you need a more complex Query to suit your needs you can add another condition Example 3 A Query with two conditions Conditions Folder v Equals v Upgrade Project v Folder v Equals v ikB Issues Y And NOT Y In this example we have added another condition to the previous example This Query will now return all Issues where the folder name does not equal Upgrade Project AND does not equal KB Issues Thus the Issue must meet both conditions to be returned in the Query Do not confuse this with the example below Conditions Folder Y Equals v Upgrade Project v Fol
113. ane The preview pane shown below presents the user with a selection of details from the selected Asset Asset Canon Printer 3rd Floor Tag PRINTER8S297 Requester Company Location Pittsburgh Preview You can toggle the preview pane on and off by clicking the icon at the bottom of the page Turning Asset Type Part Number Manufacturer Model Date Purchased Printer 77248 Canon Flexicon Series 14151921 6 57 36 PM off the preview pane will allow you to view more Assets in the Asset list Below is an example where the preview pane is hidden You can un hide the preview pane by clicking the 2 icon at the bottom of the page Help Desk Authority 9 0 Helpdesk Administrator File View Tools Setup Modules Help New Issue OpenIssue Reports Query Message Board HDAsset Administration HDServer Modules s1360 Tools 60 HELP DESK AUTHORITY Assets 2 Public B Default 235 HDAuthority 9 0 User Manual New Asset ZF Edit Asset Delete Asset Template amp Print AssetID Description 1 HP Printer HP Scanner ow st Do amp UN Konica Laser Printer Canon Printer 1st Floor Canon Printer 2nd Floor Canon Printer 3rd Floor Canon Printer 4th Floor HP Printer 1st Floor HP Printer 2nd Floor HP Desktop Receptionist Audited Computer Part Number Serial Number False False False False False False False False False False 16 HP Desktop Sec
114. anual A QUEST SOFTWARE COMPANY
115. ard when needed Re Sizing and Arranging Widgets The Dashboard comes with the ability to customize the views and layout of your selected widgets You can re size widgets re arrange them and place them anywhere you like To align all of your widgets to the invisible grid in the Dashboard right click in any white space of the Dashboard You will see the pop up menu below Align to Grid Copy Entire Dashboard Print Entire Dashboard Select Align to Grid Your widgets will now be aligned to the grid soaced evenly regardless of the sizes of each widget To copy the Dashboard to your clipboard for example to make a screen shot select Copy Entire Dashboard To print the Dashboard select Print Entire Dashboard EaTRLOGIC 215 HDAuthority 9 0 User Manual A QUEST SOFTWARE COMPANY To re size a widget Select any side or corner of the widget and hold down the left mouse button Drag the side or corner of the widget until it is the side you would like To move a widget Left click anywhere in the title bar of the widget or on the HB icon and drag the widget to any location on the Dashboard Note that you can place a widget partially or completely on top of another widget if you would like The Message Board The top pane of the Dashboard contains the Help Desk Authority Message Board You can edit the Message Board to display any important messages that all Help Desk Authority users and HDAccess customers shou
116. at is in use you will receive a message like the one shown below Click the OK button and Help Desk Authority will automatically give the Asset Type an Inactive status If the Asset Type is Inactive it can be eliminated from Queries drop down menus and Reports Click the Cancel button to retain the Asset Type s Active status and to cancel the deletion request 94 HD Authority 9 0 User Manual A QUEST SOFTWARE COMPANY Asset Types 8 Ifthe Asset Type is not in use when you attempt to delete it Helo Desk Authority will display a message like the one shown below Click the OK button to confirm the deletion or click the Cancel button to cancel it Asset Types Siti LOGIC 95 HDAuthority 9 0 User Manual Ea TdLosic Asset Manufacturers Asset Management gt Asset Manufacturers When tracking and auditing Assets it is important to know who manufactures them Help Desk Authority enables you to capture and maintain manufacturer information as well as the model numbers for the items that they supply For HDAsset users the Manufacturer of the PC is automatically detected when a workstation is audited and is found in the HDAsset computer details view Adding a New Asset Manufacturer Under Asset Management select Asset Manufacturers Administration a amp Requester Management Requesters Companies External Support 4 Asset Management D uf eS do Asset Templates a E I
117. ategory 1 issue Type fe Sub Category 2 Priority l Assigned Group EveryOne ins Impact fe Assigned User pw Urgency Summary 2 There are four tabs in the Issue Template Add window e General Contains basic information most likely to be repeated in recurring Issues e Description A large text field for the description of the Issue e Resolution A large text field for resolution notes e Recurrence Enables the generation of an Issue based on a recurring schedule 3 Complete the fields in the first three tabs with the information that will be repeated for new Issues using this template 103 HDAuthority 9 0 User Manual East 4 Inthe Recurrence tab check the check box labeled Generate Issue based on a recurring schedule if this will be a regular and recurring Issue 44 Issue Template Add Xene ate Issue based on a recurring schedule Recurrence O Automatically generate Issue Prompt me before generating Issue Recurrence Pattern Daily Every fi day s Week oon C Every weekday 3 Monthly EJ Yearly Range of Recurrence Start 1110 2010 End after 10 occurrences C End by Days in advance to enter _ 5 If you wish Help Desk Authority to create the Issue automatically check the radio button labeled Automatically generate Issue otherwise check the radio button labeled Prompt me before generating Issue 6 Inthe Recurre
118. ation HDSearch has the capability of searching your Help Desk Authority database as well as any file attachments 1 Use the browse button to locate the folder to be used for storing attachments The next directory to be configured is the HDSearch Index Each time an HDSearch Index is run the file created is stored in the directory specified in the Search Index field on the Directories tab 1 Use the browse button to locate the folder to be used for storing HDSearch indexes The final directory to be configured is used for storing custom Reports 1 Use the browse button to locate the folder to be used for storing custom Reports 2 Click the Next button when finished to continue with the wizard or click the Skip to Finish button to jump to the closing screen of the wizard 3 To undo any changes you have made in all fields click the A Undo Changes button at any time It is important to note that your Attachments folder can be ona local machine or ona server You can use a domain account or a Network Service account if the attachments are to be stored in a network folder Local System Account has more privileges on the local machine where as the Network Service account has more privileges on the network and less privileges on the local machine EaTALOGIC 21 HD Authority 9 0 User Manual A QUEST SOFTWARE COMPANY Groups and Privileges Help Desk Authority s security is structured around groups Security per
119. ation Requester Name Requester Code Custom Fields Title Company Name Customize window Layouts Email List Layouts gf Security Users QD Preview Groups and Privileges Department Fax Number Location Name Siti LOGIC 47 HDAuthority 9 0 User Manual EETaLociC Creating a New Requester If you need to create a new Requester you can do so from the Administration window in the Requesters screen Simply click the Click here to create a new Requester link as shown below Primary Phone Note You may enter partial or full search criteri tequesterName Company Name Click here to create a new Requester Clicking this link will open the Requester Add window as shown below If a requester has been previously added this window will appear exactly the same but it will be called the Requester Edit window rs Requester Add Requester Name gt Requester Code Location Name Title Department z Primary Phone Address 1 Secondary Phone Address 2 Mobile Number City Fax Number State Province Email A Postal Code Country issue History Go Comments sa The first tab in the Requester Add window is the General tab Above the tabs is the Requester Name field Siti LOGIC 48 HDAuthority 9 0 User Manual Ea TdLosic To add a new Requester follow the steps below 1 Enter the name of the
120. ation in the folder tree Run Query Runs the Query and opens the Results tab Creating Editing a Query To create a new Query 1 With the category of your choice selected click the Add Query button This will open the Conditions tab 2 Add a condition 3 Select a condition operand see Query Building you would like to add to the Query 4 Click the Add Condition button 5 Modify the condition if necessary with operators see Query Building 6 Add more conditions if necessary 7 Run the Query as atest This will open the Results tab 8 If the Query meets your expectations go back to the Conditions tab and save the Query 9 To edit an existing Query select the Query in the Menu tab and click the Edit Query button This will open the Conditions tab for editing Change the Query to your specifications and save 10 To delete remove a Query select the Query in the Menu tab and click the Remove Query button The Results Tab The Results tab displays the results of the current Query The Query Layout drop down menu allows you to choose the format in which the results will appear based upon pre defined Issue List Layouts Also in the Results tab is a Refresh pane similar to the Refresh pane in the Issue window In the upper right corner of the Results tab is the Export drop down menu Any set of Query results can be exported to Excel HTML or as a CSV text file EaTRLOGIC 186 HDAuthority 9 0 U
121. ault Bar 3D to any of those shown in the Graph Type drop down list The new report will be created when you select the type of graph you need Likewise the Text option will only have the table containing the data used to create the graph Graph and Text is the default setting Graph and Text Y Axis Tickmarks Y Axis Tickmarks Raw Numbers E Raw Numbers Percentage Y Axis Tickmarks gives you option of using the raw data or percentage for the Y Axis 252 HDAuthority 9 0 User Manual East Using HDAsset Computer Queries in Reports A number of standard HDAsset reports detail the distribution of software or hardware for a each computer included in the report Typically the default setting is to include all computers when creating these reports If you are interested viewing data from a smaller subset of your network computers you can do so by using an HDAsset Query to select the computers to be included in the report lf computer queries are allowed for the selected report the Select Issues frame at the bottom of the Reports window will change to Select Computers and the radio buttons in the frame will be enabled Reports Reports H lssues Graphical Issues Statistical H Assets O Company Requester Contracts HDAsset Reports Application Installation Checklist Application Installation List Application License Usage Change Tracking Computer Applicat
122. aving Specifythe Minimum Percentage to appear on the Report l Select Top X Specify Top X Value o In this window you have two main selections Select Categories or Select Top X If you check the Select Categories radio button you will move categories that are most frequently involved with your Issues from the Available Categories list to the Selected Categories list using the arrow buttons Select and move any categories you would like to see in the Report After making your selections enter a value in the Specify the Minimum Percentage to appear on the Report field This number indicates the percentage of records that you want to include in the Report lf you choose the Select Top X radio button enter the value of X in the Specify Top X value field This number is based on the Issue categories that are used most often Click the OK button 195 HDAuthority 9 0 User Manual A QUEST SOFTWARE COMPANY User Selection Window Report used in e Graph Average Issue Length by User E User Selection ie Select Users Available Users Helpdesk Administrator Specifythe Minimum Percentage to appear on the Report l Select Top X Specify Top X Value Selected Users Cancel In this window you have two main selections Select users or Select Top X If you check the Select users radio button you will move users that are most frequently involved with your Issues from the Available users list t
123. ays the font the size of the font and the font style The second section of the Font tab displays a sample of the text with the parameters displayed These values can be changed Clicking the Change Font button will open the Font window From here you can change the font the font style and size the effects the color and the script Clicking the Background button will open the Color window From here you can select a new background color for the field These two windows are shown below Color i Font style Basic colors Arial Black i Cancel O Arial Narrow O Arial Rounded MT Boh Bold Italic O Arial Unicode MS O Baskerville Old Face O Bauhaus 93 ha m Effects r Sample F Strikeout E Custom colors F Underline puta ATEEN Color E ne M BB Black Script Westem v Define Custom Colors gt gt 147 HDAuthority 9 0 User Manual EaT Loci A QUEST SOFTWARE COMPANY E Asset Asset Company Text Box ReeLeELGe Pointer 7 A e The Pointer Tab The fourth tab in the properties window is the Pointer tab When you mouse over a field the pointer will change to any value you select in this tab The Customize Layouts Window Toolbar The toolbar on the top of the Customize Layouts window is used as a top level control for your custom layouts D Open Internal ka Save faa Save As Clear Fields From Layout Restore Opens the
124. b Status Codes Products fs Products B Products by Company Requester Custom Reports A QUEST SOFTWARE COMPANY Standard Reports To run a standard Report 1 Click the Reports icon in the toolbar or from the Main menu select Tools gt Reports This will open the Reports window as shown below E Reports Reports Report Functions lssues Graphical Run Report lssues Shatistical Assets CompanyARequester Contracts HO Asset Reports knowledge Base Master Table Reports Crystal Report Products Functions Custom Reports HR HR E E OOoeoogeooococo Select Issues Date Type 4 By Query fa Data Find By Status All Data Include Active Inactive Data Sit LOGIC 192 HDAuthority 9 0 User Manual Ea TdLosic 2 The Report categories are in tree structure Expand a category by clicking the before the Category then select the Report you wish to run Issue Graphical Issues cs Average Issues Per Week T Billing Summary S Deleted Issues Due Dates by Company B Due Dates by Group fs Issue Count by Assigned Person and Status es Issue Detail by Company f Issue Detail With Activities c Issue Details T Issue Report by Assigned Person T Issue Report by Category cs Issue Summary B Issue Summary by Company cs Issue Summary With Activities T Issue Yolume by Company Top 10 A a i i 7 im 2 If available Select Issues by Query Status or All Data In t
125. based on days hours or minutes or if the cost is per incident customers with yearly or monthly contracts one set price will not see an amount in the Cost field 7 Ifthe cost for this Activity is billable in general billable outside of a support contract or when the existing contract is based upon time spent such as an hourly rate or if the cost is a set cost per incident check the Billable checkbox Enter the text of the note in the Note field Use the ea if you wish to spell check the note 10 Click the OK button when finished The new note will now be seen in the Note list under the Note tab as well as the Activity list under the Activity tab 11 To edit an Activity select the note and click the Edit button or double click the Activity itself Edit the Activity and click the OK button when finished 12 To delete an Activity select the activity from the list and click the Delete button In the confirmation pop up window click the OK button 173 HDAuthority 9 0 User Manual A QUEST SOFTWARE COMPANY Activity Note Add Activity Type Part ordered Time Spent Days Hours Minutes Entered By User Joel Habib Cost 25 00 Calculate W Billable Activity Date Time 17672011 9 50 41 AM 5 Ordered Intel i to replace bad CPU on Asus motherboard Under the Activity tab you will notice two counters Activity Total Time and Total Cost shown below These counters will track the time and cost of the
126. becdetadinesvcaasbecacasannsonens 167 Cea INC ISS OC doc ses cca E E E E 168 MS Leue WV 1G OW aie saeco a A E E 168 AN NS a a cease ec ace ee te ements el eens eee 169 Fe CIS AAS SUC eenen E cambanscngesnesed EE dou EE EEEa 176 Mae SS SIG seasons yoann cession EE E E E T E E S 177 Opa KO a e i o E E EE EE E E E EN T 177 meci Eron Me eA ao see todas oaaieensentsdeustonaieas 177 5 HDAuthority 9 0 User Manual A QUEST SOFTWARE COMPANY Toe Favorite Query MCU sss susutsvassnetasasesauctoaseicecbeusenlcuasasnmanesosauenatatencbncsaleuacdeanuesessuauaaese 177 View Separate Window Icon scaciciecace setwnnnauiinc s cise coannasircdlvonse suisineaasied vee swtanrantendlvcotecutseenasaaunctees 177 TEAS ET P e E E E A E E E A pe fosaasverasShauabcoet 178 TAG PS a EE Ged a E E E E E 178 MVS Ei E ANN rr E E E E 179 TVS VC EA e E oe ce aetna E E eo craace yeteaieeaeaoeenaeeenc 179 Creating a New ASS Cl sa siececmsasssnaasnacenaecagus norne r EEN EN EEE ENEE ENE 180 Tabs in the Asset Add Window cccccccccccccccccccccscccenssssssssssssseceececceceecesaaeeeeeesssssesees 182 Ponos ANY SS e a a E E E E EE A EEA TEE 182 Chapter 6 The Query Manage opesncreiiiiei iane e a a ae a aE E ore 183 Tae Meo iD E E E cnc ee eee 184 T EOOD e R T E E E E eee ede see 184 Creating Editing a Query Cate COL sennatscrucensscaanvessssasnncssavcvesssseunaneaeneessatananeseawiwetsisueweunes 184 Oi TN JTS sve sere cto E E EE E E E E 185 UAT sco or S E E A AE
127. bilities i HDSearch Search For Search Features f Any Words Stemming f All Words Phonic f Boolean Language Us it fot Fuzzy Searching Search Terms network Results Issues Companies Requesters Miscellaneous Attachments 15 HDAuthority 9 0 User Manual A Qi aa LOGIC JEST SOFTWARE COMPANY The capabilities of HDSearch will be explained in detail in the HDSearch user Manual Manual HDSearch docx The Navigation Pane Help Desk Authority s navigation pane allows the display of menus and commands that are accessed most frequently The navigation pane is customized on a per PC basis so each PC can have individualized menus displayed Upon installation the navigation pane is set up as shown in the example below HELP DESK AUTHORITY issues Queries Folders Query Manager B Default Ej Titan ca Private B Default ca System T Default 2 Assets E Dashboard gS Knowledge Base E Network Maps 1 The bottom section of the pane shows the menus available for display When you select one of these menus the menu commands are displayed in the top section of the pane and will remain there until you make another menu selection This design allows all users to have individual custom navigation
128. ble lists First move any unwanted Activity Types from the Selected list to the Available list using the arrow buttons Next move any unwanted Technicians from the Selected list to the Available list using the arrow buttons If you would like to set a date range for your data mark the Filter Activities by Activity date checkbox Then select a start date and end date for the date range with the drop down calendars provided Click the OK button 202 HDAuthority 9 0 User Manual YaaLOGIC A QUEST SOFTWARE COMPANY Select Date and Grouping Window Reports used in e Technician by Time Spent Select Date and Grouping Start Date End Date feo 19 2011 Include Activity Time Include Issue Time Group By ie Company Requester l Technician t Activity Type User ID First select a start date for the date range using the Start Date drop down calendar Next select an end date for the date range using the End Date drop down calendar If you would like to include Activity time in the report check the Include Activity Time checkbox If you would like to include Issue time check the Include Issue Time checkbox In the Group By section select Grouping by Company Requester Technician or Activity Type user ID by selecting the appropriate radio button Click the OK button Select Company Window Reports used in e Assets by Company Select Com
129. capabilities for the tasks they perform most often ail LOGIC 16 HDAuthority 9 0 User Manual EETGLOGK A QUEST SOFTWARE COMPANY Customizing the Navigation Pane When initially installed the Navigation pane contains the following menus Issues Assets Dashboard Knowledge Base Network Maps To customize the Navigation pane to display a different set of menus perform the following steps 1 Sa Click the down arrow in the bottom right corner of the pane crrerererr Assets Dashboard Knowledge Base Network Maps Show Fewer Buttons Navigation Pane Options To add buttons to the bottom of the stack select Show More Buttons To remove buttons from the bottom of the stack select Show Fewer Buttons To select certain buttons to add select Add or Remove Buttons and then click on the buttons to be added or removed in the sub menu To change the order of the buttons in the stack select Navigation Pane Options This will open the Navigation Pane Options window as shown below Navigation Pane Options Display buttons inthis order Issues Assets Dashboard Move Down Knowledge Base Network Maps 17 HDAuthority 9 0 User Manual A QUEST SOFTWARE COMPANY 6 To organize the button stack in the Navigation pane select a button by clicking on the name This will highlight the button for example the Assets button above Use the Move Up or Move Down buttons t
130. cel First under the Select KB articles to include in the report section select the Knowledge Base articles to use in the report by moving the available articles from the left pane to the right pane using the arrow buttons Next under the Select operating systems to include in the report section select the operating systems to use in the Report by moving them from the left pane to the right pane using the arrow buttons In the Show computers with the selected hotfixes drop down menu choose either Missing Installed or Both Click the OK button SCRIP 205 HDAuthority 9 0 User Manual SE RLOGK Select Date Range Window Reports used in e Modified KB Articles e New KB Articles Select Date Range End Date Select the start date for the date range from the Start Date drop down calendar Then select the end date from the End Date drop down calendar Click the OK button Custom Reports To accommodate the custom reporting needs of our users Help Desk Authority allows access to customer Reports through the report writing software Crystal Reports Your organization can design Custom Reports that pull data from the Help Desk Authority database tables The Custom Reports can be designed to your exact specifications and run from within the Help Desk Authority interface However the Help Desk Authority filtering features Query status and date filters are not available for use with Reports that are custom designed wit
131. ch time that field changes For example in the Selected Fields list below in the right pane there are eleven fields selected for tracking If each one of these fields had a change in value within an Issue eleven new Activities would be created within that Issue When issue fields change you can generate issue activity records totrack those changes Select the fields that you wanttotrack from the list below Available Fields Selected Fields Assigned Group Assigned User 120 HDAuthority 9 0 User Manual A QUEST SOFTWARE COMPANY To move fields from the Available pane to the Selected pane 1 Select a field from the Available Fields list 2 Click the button to move the selected field to the Selected Fields list 3 To move a selected field back to the Available Fields list select the field and click the TA 4 To move allfields from one list to the other with one click use the and buttons The Issue Ticket Tab In the Issue Ticket tab it is possible to add new report templates for Issue reports When a new report is added it will appear in the Issue Ticket drop down menu of the Select Issue Ticket window You can also change the order of the reports and delete reports from this tab Default Issue Report 5 Delete Name File Name 121 HDAuthority 9 0 User Manual A QUEST SOFTWARE COMPANY To create a new Issue Ticket Report 1 Click the Add button This will open the Report directory
132. ck on the attachment and select the application you would like to use to open the file or select the attachment and click the Open With button then select the application of your choice SaTALOGK WARE COMPANY 5 Todelete an attachment select the attachment and click the Delete button then click OK at the prompt 6 Click the OK button when finished or select another tab to enter more information Editing an Asset In your daily support activities you will most likely open and update existing Assets 1 Open the Asset 2 If anything has changed in the top portion of the Issue make those changes 3 You will often be adding Notes or Attachments to Assets Use the General and Attachments tabs to add these if necessary 4 Click the OK button when finished Hardware Master The Hardware Master window is accessed from the HDAsset menu The Hardware Master provides a comprehensive list of hardware components installed and or configured on all audited computers The Hardware Master window is composed of a navigation pane to the left and an interactive display panel on the right The table in the right panel of the Hardware Master window displays the Manufacturer Model Capacity Revision and number of computers in which the selected hardware is installed ei Hardware Master CDROM H E CONTROLLERS EM CRU EJ intel DESKTOP MONITOR DIMM H DISK DRIVES H DISPLAY ADAPTER I DAME PARTITION HL FLOPPY DRIVE KEYBOA
133. ct Issue Type Window Reports used in e Due Dates by Company e Due Dates by Group Select Issue Type Select the Issue type from the Issue Type drop down menu All Issues or Overdue Issues Click the OK button 200 HDAuthority 9 0 User Manual Ea TdLosic Select Company Requester Window Reports used in e Issue Detail by Company e Issue Summary by Company e Assets by Requester e Company Requester Listing e Products by Company Requester E Select Company Requester Company all T Requester M First select the Company or All from the Company drop down menu Next select the Requester or All from the Requester drop down menu Click the OK button 201 HDAuthority 9 0 User Manual A QUEST SOFTWARE COMPANY Select Activities and Technicians Window Reports used in e Issue Detail With Activities e Issue Summary With Activities E Select Activities and Technicians Available Activity Types Selected Activity Types Called Requester Closed Email from Requester Assigned Group Field Change Assigned User Field Change Y Available Technicians Unlike most selection lists in Help Desk Authority the lists in this window default with the selections in the Selected lists instead of the Available lists Most users will want a lot of detail in these two reports so the default is the maximum Any selections that you don t want in these reports you will move them to the Availa
134. cted Priority setting if the Allow users to manually override Priority settings checkbox has been checked in the Priority Mapping section of the Administration window In the Assigned Group field select the Group assigned to the Issue if applicable from the drop down menu In the Assigned User field select the user assigned to the Issue from the drop down list If an Assigned Group has been selected the only users available in the Assigned User drop down menu will be members of that Group The Assigned User field label is also a link that will open the Skills Based User window To locate users in the Skills Based User window select a Category Skill from the left pane then a Skill Level from the right pane Click the Refresh button All users matching the selected criteria will be listed in the Users list pane In the Due Date field select the appropriate due date for the Issue from the drop down calendar Both the date and time values can be edited or entered directly in the field if a change is necessary You can enter the date and time in any format you like Both values will automatically reset themselves to the correct format of m d yyyy and hh mm ss AM PM The Age field will be automatically populated by Help Desk Authority The link for Manage HDMail Subscriptions will open the Subscription Management window for the Issue The primary Requester and the assigned User will automatically be subscribed SaTALOGK WARE COMPANY
135. d LOGIC 208 HDAuthority 9 0 User Manual EETaLociC To edit rename a Custom Report 1 Select the custom Report you would like to edit 2 Click the Edit button This will open the Edit Report window 3 Edit the description in the Description field 4 Click the OK button To delete a Custom Report 1 Select the custom Report you wish to delete 2 Click the Delete button 3 Click the Yes button when prompted The custom Report will no longer appear in the Custom Reports list Note that this does not actually delete the report It will still remain in the folder you configured to hold reports To run a Custom Report 1 Select the custom Report you would like to run 2 Click the Run Report button The custom report will run just like any Standard Report OGIC 209 HDAuthority 9 0 User Manual Eala ocie Chapter 8 The Dashboard The Help Desk Authority Dashboard provides an integrated visual representation of Issue data The Dashboard is comprised of graphical widgets Widgets are customizable and can be laid out based on each user s needs The top pane of the Dashboard above the widgets is the Message board covered later in this chapter yap Help Desk Authority 9 0 Helpdesk Administrator File View Tools Setup Modules Help G New Issue Open Issue Reports Query MessageBoard RB HDAsset ig Administration 7 HDServer Modules Q s1360 Tools HELP DESK AUTHORITY Dashboard 1
136. d below 1 If you would like to browse your system for a file to attach click the Attach File button This will open up a Windows Explorer window Simply browse to the file you wish to attach then click the Open button The attached file will appear in the pane below the Attach buttons In our example an image file has been added as shown below Company Edit Company Name Frohman Sausage Company ssi isti s SOSOSC S Inactive JC PM E Ng ee Copy 1 of hda_logo_ Spo 88 HDAuthority 9 0 User Manual East 2 If you would like to attach a file that is currently on your clipboard click the Attach Clipboard button In our example a PDF document from the clipboard has been attached to this Requester Company Edit a Inactive Company Name Frohman Sausage Company E Custom Fields Ez Requesters EA Departments 4 Contracts a Products ee SITTER ree Attach File i Attach URL L EEE If you would like to attach a URL website address to a Company click the Attach URL button This will open the Attach URL window shown below Enter the web address in the Web Address field and the description in the Description field Both fields are required 3 Attach URL Web Address http Awww scriptlagic comiproducts help cesk authority Description Help Desk Authority information on the ScriptLogic website 4 Click the OK button A QUEST SOFTWARE
137. d updates version 9 1 will streamline your business even more than before Email Templates Configuration gt Email Templates Email templates can be used to save time that would ordinarily be spent on repetitive tasks such as notification emails for certain Activities occurring in an Issue Email templates can contain text and field values from Issues Creating an Email Template 1 Click the Add button in the upper right corner of the Email Templates window This opens the Email Template Add window 2 There are two tabs in the Email Template Add window Select the Custom Message tab 3 Enter the email subject for your template in the Text to appear in Subject area of notification e mail text field 4 If you would like to include the Issue number in the subject of the email check the Include Issue No in the subject checkbox 5 Inthe large text field enter the text that will make up the body of the email If you would like to use field data from the Issue within your email follow the steps below Click the Insert Field button or right click anywhere in the large text field Select the field you would like to include from the pop up menu Repeat these steps for any field data you would like to insert in your template 2 oS Include direct HDAccess url of current Issue in the body checkbox 128 HDAuthority 9 0 User Manual If you would like to include the URL of the Issue
138. der v Equals v KB Issues Y In this case we used Or NOT instead of And NOT Using Or NOT means that only one condition must be met to return the Issue So if an Issue with a folder name of KB Issues came through this Query it would pass the first condition but not the second And since only one condition must be met this Issue would be returned in the Query In the prior example it would not be returned because it would have to meet both conditions 188 HDAuthority 9 0 User Manual A QUEST SOFTWARE COMPANY Example 4 A Query with three conditions Conditions ssue No v lis Greater Than v I 12 v fissue No v s Less Than v i 36 v lissue No v Equals x 57 Often you will want to return Issues that meet a very specific set of conditions For example the above Query will return all Issues where the Issue number is between but not including 12 and 36 OR and Issue where the Issue number equals 57 there is only one of course Although effective Queries like this and others that are even more complex require something to make them simple This is where grouping comes in Grouping Grouping is simply joining two or more conditions together for simplicity To Group conditions 1 Select the first condition to be grouped by clicking on it 2 Select the second condition to be grouped by using Shift click Both conditions will now be highlighted Note that you can only group
139. dget Collections window Widgets can be categorized as Public or Private Public widgets can be used by all users and Private widgets can only be used by the user who creates it Creating Widget Categories In the navigation pane of the Dashboard is a categorical list of widgets The two main folders are Private and Public Under each folder widget categories can be created Widgets can then be created and stored in each category In the sample below the category Help Desk Group Issues is listed under the Public folder and there are four widgets in this category Each widget is represented by an icon that varies depending on the type of widget selected The in the sample below there are two pie chart widgets and two column chart widgets CA Private Public Help Desk Group Issues Help Desk Issues by Priorit Issues by Assigned User Issues by Group Issues by Sub Status To create a widget category 1 Select the main category Public or Private 2 Click the icon to open the Widget Category window Enter the name of the new widget category in the Name field 4 Click the OK button 9a 5 To edit the name of the category select the category and click the 3 icon This will open the Widget Category window Edit the name in the Name field and click the OK button when finished 6 To delete a widget category select the category and click the a icon When prompted click the Yes button and the category
140. dit Files Hardware Master Software Master Microsoft Hotfix Screen Savers OO Es Administration EF HDServer Modules 780 51360 Tools 13 HDAuthority 9 0 User Manual Open Issue Opens a window prompting you for an open Issue number If a valid open Issue number is entered you will gain access to the open Issue Reports Opens the Reports window allowing you to perform any reporting function in Help Desk Authority Query Manager Opens the Query Manager window allowing you to create edit or delete Issue Queries and Asset Queries View Message Board Opens the Message Board window for viewing Manage Message Board Opens the Manage Message Board window allowing you to create edit delete or sequence headlines and messages Import Audit Files Opens the Manual Import window allowing you to import audit files Hardware Master Opens the Hardware Master window allowing you to examine all the hardware on a network Software Master Opens the Software Master Details window allowing you to inventory the software of the network Microsoft Hotfix Opens the Microsoft Hotfix List window allowing you to examine a record of all Microsoft hotfixes and updates on the network Screen Savers Opens the Screen Savers window allowing you to view the screen saver settings on all audited Asset computers in the network Administration Opens the Administration window
141. e above we have assigned the combination of Shift F1 to open the Administration window 5 Click the Assign button to complete the assignment 6 To remove a single assignment select the command in the Commands selection list then click the Remove button 7 To reset all assigned keyboard shortcuts click the Reset All button ail LOGIC 23 HDAuthority 9 0 User Manual A QUEST SOFTWARE COMPANY Chapter 2 The Configuration Wizard Introduction One of the biggest changes in Help Desk Authority 9 0 is the advent of the Configuration Wizard The Configuration Wizard enables you to configure many of the important settings of Help Desk Authority from one location This allows you to begin working with Help Desk Authority right out of the box Note that most of the time the items that can be set up in the Configuration Wizard will be set up under the Administration tab via the Administration window For detailed instructions on these items please review Chapter 3 Administration The Configuration Wizard is accessed from the Setup menu as shown below Setup User Options Configuration Wizard faa Administration L 24 HDAuthority 9 0 User Manual A QUEST SOFTWARE COMPANY Welcome Screen When the Configuration Wizard begins the Help Desk Authority Setup window opens as shown below This window will also appear on start up after installing Help Desk Authority 9 x for the first time iF Help
142. e attached to the Issue 2 To attach an Item or items on the clipboard click the Attach Clipboard button The file s from the clipboard will now be attached to the Issue 3 To attach a URL click the Attach URL button This will open the Attach URL window Enter the Web Address URL in the Web Address field then enter a description in the Description field both fields are required Click the OK button when finished Note that you must include http with the URL 4 To open an attachment right click on the attachment and select the application you would like to use to open the file or select the attachment and click the Open With button then select the application of your choice 5 To delete an attachment select the attachment and click the Delete button then click OK at the prompt 6 Click the OK button when finished or select another tab to enter more information The Asset Tab The Asset tab allows you to associate an Asset or Assets to the Issue if necessary 1 2 The Asset field label is a link Click it to open the Assets window Use the Query controls in the top section of the Assets window to view the list of Assets available for this Issue select the name of the Asset you wish to associate with the Issue by clicking on the name This will populate the fields in the Asset tab of the Issue window The name of the Asset should now be present in the Asset field To edit the Asset click the 3 icon To remove
143. e default Issue list layout shown below Issue No Requester Issue Type Priority Received Date Summary Henry Canova Software Bug i 3 13 2008 11 08 AM need Microsoft Power Point installed on my PC Adam Cox Question How 3 13 2008 11 10 M New employee needs network login privileges established Adam Cox Installation 3 13 2008 11 11 M Needs help installing MS Excel Tery Carrick Question How 3 13 2008 11 18 M am unable to connect to the email server Walter Cobb Hardware Failure High 3 13 2008 11 18 AM Network connection is down Walter Cobb Software Bug Urgent 3 5 2009 11 10 AM Several links not working on the Intranet Site Henry Canova Hardware Failure Urgent 3 5 2009 11 16 AM Cisco Catalyst 2960 Switche needs replaced on the 3rd fla Henry Canova Installation High 3 5 2009 11 21 AM need Power Point installed on my PC to complete a pres Walter Cobb Software Bug High 3 5 2009 11 30 AM Unable to import excel files into the accounting database Danica Lusher Software Bug High 3 5 2009 11 37 AM Email encyption CRAM MD5 was always supposed to hav Henry Canova Installation Medium 3 5 2009 11 58 AM Toner needs replace in the printer on the 1st floor The Refresh Pane The refresh pane is located between the Issue list pane and the preview pane The refresh pane describes the contents of the Issue list pane in overall detail All Open Issues Page 1 yof3 gt gt gt 29 items total Show 10 Per Page on R
144. e four tabs in the user Setup Add window 152 HDAuthority 9 0 User Manual A QUEST SOFTWARE COMPANY Groups and Privileges Skill The Login Tab The Login tab contains the necessary login credentials and permissions of the user ogin Groups and Privileges f Logon Name sbonjour V Allow Windows Login Password ananannane lv Allow Web Login Iv Allow Help Desk Authority for Web Lite Login Active Directory User Account Locked WV User must change Password Disable Single Signon Last Logon Date 1 Enter the logon name in the Logon Name field 2 Enter the password in the Password field 3 Check the Allow Windows Login checkbox if the user will be allowed to login to Help desk Authority for Windows 4 Check the Allow Web Login checkbox if the user will be allowed to login to Help Desk Authority for Web 5 Check the Active Directory User checkbox if the user will be a member of the Active Directory 6 If the account is to be locked check the Account Locked checkbox 7 If you would like the user to change his or her password upon first login check the User must change Password checkbox 8 Check the Disable Single Signon checkbox to disable single signon for the user 9 Complete all the necessary information in the four tabs explained below of the User Setup Add window 10 Click the OK button The new user will now appear in the User list 153 HDAuthority 9 0 User Manual A QUEST SO
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146. e the fields Available Fields Selected Fields Activity Activity Billable Issue No Activity Activity Note Issue Type Activity Activity Type Resolution Activity Cost Resolved Date Activity Date Time Activity Entered By Activity Time Spent Asset Assigned Group Assigned User Description Due Date Impact 13 When you have finished creating the email template click the OK button 14 The email template will now be visible in the Template Name list From here you can edit an email template by selecting the template and clicking the Edit button or you can delete a template by selecting it and clicking the Delete bution 130 HDAuthority 9 0 User Manual Ea TdLosic Products Configuration gt Products After defining Products in Help Desk Authority they can then be linked to Companies that purchase them or to individual Requesters who you service independently from a Company Products can also be linked to Issues when your Requesters call into your help desk The Products window contains a search function to search for Products a Product list and the ability to add edit or delete Products L Administration Py Requester Management Requesters Product Name Manufacturer eset EB Asset Management Note Enter full or partial search criteria and click Search button DEn gt Asset Types Asset Manufacturers gt Asset Vendors Asset Templates X Track Financial Issue Management X Track HR X T
147. ed from Closed the and the Issue no longer has the Status Resolved By and Resolved Date fields are no of Closed reset the Resolved By longer valid because the Issue is not considered and Resolved Date fields to blank closed This option resets those fields when the Status changes from Closed When the Status of an Issue changes Checking this box makes the Resolution field a to Closed Resolution must be required field when an Issue status is Closed entered Use Business Hours and Holidays Selecting this option will include only normal business when calculating the age of an Issue hours and holidays as defined by the user when determining the age of an Issue Filter Requesters on Issue windows This option will display Requesters in the Issue based on selected Company window Grouped by the selected Company Allow users to select an Issue Window Enables users to create new Issue window layouts Layout when creating new Issues from when creating a new Issue from the Issue list toolbar the Issue list toolbar Enable Desktop Authority Remote Enables Desktop Authority Remote Management on Management on Port the port entered Enable Active Directory Single Sign on Enables Active Directory Single Sign on but does not does not include HDAccess include HDAccess Enable Active Directory Single Sign on Enables Active Directory Single Sign for HDAccess for HDAccess 117 HDAuthority 9 0 User Manual A
148. edge Base KB Configuration Categories Sigs Hardware S4 Hardware Upgrades CA Printers This will open the Knowledge Base Configuration Window Knowledge Base Configuration Sele Feats Pb Please select which issuefields should be used as default keywords when an issue amp transferred to the knowledge base Available tems Selected tems SUMMAF Y Created User Description Due Date Phone Priority Received Date Resolution Resolved By Resolved Date Updated By Updated Date There are two tabs in the Knowledge Base Configuration window e Keywords Select the Issue fields to be searched for keywords e Prefixes Set the list of prefixes for Article names 224 HDAuthority 9 0 User Manual A QUEST SOFTWARE COMPANY The Keywords Tab As shown in the screen shot above the Keywords tab provides a selection list allowing you to select the individual Issue fields who s values will be scanned by keyword searches For example if you chose the Priority field to add to list and you turn an Issue into a Knowledge Base Article and that Issue has a Priority of High the work High will automatically appear in the Keyword list for that article Move fields of your choice from the Available Items list to the Selected Items list by using the arrow buttons Use the double arrow button to move all fields Any field can be moved back and forth at any time Check the Make new KB Articles d
149. efault to Internal use only checkbox if you would like all new Knowledge Base Articles to be visible only in the Help Desk Authority application and not to customers through HDAccess The Prefixes Tab Every Knowledge Base article is assigned a number But simple numbers can be confusing when keeping track of articles So Help Desk Authority allows you to select as many prefixes as you like A prefix can be any combination of character letter or number up to 32 characters long A prefix can be a user s full name or just initials for example Or a department number or name It can be anything that will help you organize and identify Articles Knowledge Base Configuration Add prefixes for forming KB article IDs Prefix Marketing ststi i aRD A e A usa J Smith Make New KB Articles default to Internal use only To add a prefix to the list enter the value you would like to use in the Prefix field then click the Icon You can store as many prefixes as you like To delete a prefix click the a icon next to the prefix 225 HDAuthority 9 0 User Manual A QUEST SOFTWARE COMPANY Knowledge Base Categories Knowledge Base articles are managed with Categories The Categories navigation is located in the navigation pane on the left side of the window as shown below Categories ze ace Hardware Upgrades cs Printers Ses Network Network Configuration es Network Connection Ses Server Issues SharePoint Se
150. efresh every 10 minutes e The first section displays the name of the current Query In the example above the Query is All Open Issues e The second section displays the page number you are on and how many pages of results there are You can jump to any page by using the drop down menu e The third section gives the total number of results from the Query e The fourth section displays how many results to display per page You can enter any number from 1 to 999 999 by using the up and down arrow buitons or by entering ina tes number manually The refresh icon next to the per page count can be used at any time to update the Issue list SCRIP 165 HDAuthority 9 0 User Manual e The fifth and final section of the refresh pane indicates how many minutes will expire between automatic refreshes of the Issue list You can enter a number from 1 to 99 manually or you can use the up and down arrow buttons The Preview Pane The preview pane shown below presents the user with a selection of details from the selected Issue Summary am unable to connect to the email server Description Requester is having POPS issues Issue No 5 Status Open Requester Terry Carrick Received On 33 2008 11 18 04 AM Company Titan Software Inc Asset Last Activity Description has changed gt by Helpdesk Administrator 8 23 2010 11 36 22 AM 3 Preview You can toggle the preview pane on and off by clicking the 2 icon at the bottom
151. ek You will be able to adjust the times by following the instructions below Administration QI Requester Management Requesters Companies External Support ae Asset Management Asset Types Asset Manufacturers Asset Vendors Thursday Asset Templates Friday E Issue Management Saturday Issue Templates Issue Activities Issue Categories Issue Sub Statuses Issue Types Priority Mapping Configuration System Options Message Board Email Templates Products Support Contracts Holidays gt Operating Hours Customization Custom Fields Customize Window Layouts List Layouts gf Security Users Groups and Privileges 137 HDAuthority 9 0 User Manual Ea TdLosic Editing Operating Hours To edit Operating Hours 1 Select the day of the week you would like to edit then click the Edit button This opens the Operating Hours window You can also double click the day 2 Check or un check the Closed No Operating Hours checkbox If checked the Start Time and End Time fields will be disabled If un checked you will be able to set the hours of each day to match those of your help desk 3 Enter a start time and an end time in the Start Time and End Time fields 4 Click the OK button when finished amp Operating Hours MONDAY Start Time e000 Akl End Time o6 00 PH Closed No Operating Hours Customization Every organization is d
152. ent Manufacturer Name Vendor Name Model Date Purchased Serial Number Price Part No PO Number Entry Method Comments Cancel 4 Enter the Asset name in the Asset Name field 5 The Asset Type field will be populated based upon your selection from the Asset Types window However you can change it here if necessary 6 Enter the Asset tag information in the Asset Tag field 7 Inthe Asset Owner drop down menu select Company 8 Since you are adding a new Company the Requester field is unavailable Click the Company Name field label link Then click the Search button to locate the new Company if it has been previously saved during the creation process If the Company is available click the name and then click the Select button If it is not available then the Company Name field will not require input If you wish this Asset to be inactive initially check the Inactive checkbox 10 In the bottom half of the Asset Add window there are three tabs The first tab is the General tab Select the manufacturer s name from the Manufacturer Name drop down menu 11 Select the model from the Model drop down menu 12 Enter the serial number in the Serial Number field 13 Enter the part number in the Part Number field 14 Select the vendor name from the Vendor Name drop down menu 86 HDAuthority 9 0 User Manual A QUEST SOFTWARE COMPANY 15 Select the date purchased in the Date Purchased drop down calendar 16
153. er is defined to receive a recurring Issue the issues if any are scheduled will be created when that specific user logs into Help Desk Authority To define users for creating recurring Issues 1 Select Issue Templates from the navigation pane This will open the Issue Templates window 2 Click the Define Users for creating Recurring Issues link at the top of the window next to the Create New Template button This will open the Users Recurring Issues window amp Users Recurring Issues Note Recurring Issues will be created when a designated Help Desk Authority User logs in and one or more Recurring Issues are due to be generated You may specify one or more Help Desk Authority Users whose login will trigger the creation of these Issues See the User s Manual for more details Available Users Selected Users Helpdesk Administrator Mary Jones Cancel 3 Using the arrow buttons move Users from the Available Users pane to the Selected Users pane These will be the Users who upon login trigger the creation of recurring Issues assigned to them 4 Click the OK button 102 HDAuthority 9 0 User Manual A QUEST SOFTWARE COMPANY Creating an Issue Template 1 Click the Add button in the upper right corner This will open the Issue Template Add window as shown below 64 Issue Template Add nerali Description Resolution Recurrence Requester Category ei Sub C
154. er the Company code in the Company Code field The Company code should follow your organization s guidelines for Company codes if they are available Enter the main phone number in the Main Phone field Enter the main fax number in the Main Fax field aa LOGIC 7 1 HD Authority 9 0 User Manual A QUEST SOFTWARE COMPANY 6 Enter the email domain in the Email Domain field 7 lf you have previously set up an HDAccess layout that you would like to use for this new Company select it from the HDAccess Layout drop down menu 8 Select the default location from the Default Location drop down menu if there is more than one location associated with this new Company Locations are added in the Locations tab If you add a location when adding a new Company you can go back to the General tab and select a default location By default this field is blank 9 When creating a new company the Issue History drop down is grayed out as there are no current or past Issues with a new company This field can be ignored 10 Enter any comments regarding the new Company in the Comment field A sample of the completed General tab is shown below Company Add Company Name Frohman Sausage Company Inactive eS aon en Company Information Company Code FROS Default Location l Main Phone 388 658 5548 Main Fax 888 689 6231 Email Domain frohman com HDAccess Layout HDAccess Layout IV Billable issue History 3 Fi 7 Com
155. ered into the Email field F Help Desk Authority Setup Requesters In this step we will create requesters These records contain information about the people requesting support and can also be used to track their support history Lise the delete key to remove selected new requesters or mark existing for deactivation a Undo Changes 1 Import requesters using HDSync H 2 Import requesters using HDimport H OR ENTER MANUALLY BELOW Full Name Alex Jones a Email ajones sparkles com Add New Requester Alicia Lawson alawsonim titan com Allan Brentley abrentley titan com Andrew Swanson aswansondatitan com Anna Mardell amardelkiititan com Arthur Flynn aflynn titan com Barbara Summerville bsummervilleg titan com i r M A S gseean Bay Skip to Finish aa LOGIC 38 HDAuthority 9 0 User Manual A QUEST SOFTWARE COMPANY The Add New Requester button is clicked and the new Requester Steve L Requester is now visible in the Requesters list ni Help Desk Aut ority Setup Requesters In this step we will create requesters These records contain information about the people requesting support and can also be used to track their support history Undo Changes 1 Import requesters using HDSync H 2 Import requesters using HDlmport H OR ENTER MANUALLY BELOW Full Name Email Add New Requester Alicia Lawson Allan Brentley Andrew Swanson Anna Mardel
156. ers and HDAccess customers should see A good example would be a bulletin to notify users of a scheduled system downtime Multiple Headlines can be displayed and the display sequence can also be controlled The buttons to the left of the Message Board can be used to stop or start the automatic scrolling of the Message Board messages center button or to view the previous message left button or the next message right button in the sequence amp Requester Management Requesters Title Companies External Support Help Desk Authority for Windows amp E Asset Management HDAccess Asset Types HDMail Asset Manufacturers Asset Vendors Asset Templates E Issue Management HDSearch Issue Templates Issue Activities Issue Categories Issue Sub Statuses Issue Types Priority Mapping Configuration System Options Message Board Email Templates Products Support Contracts Holidays Operating Hours i Customization Custom Fields Customize Window Layouts List Layouts gf Security Users Groups and Privileges HDAutoEscalate HDSync Tool 123 HDAuthority 9 0 User Manual View Option Help Desk Au Help Desk Au Help Desk Au Help Desk Aw Help Desk Au Help Desk Aw Start Date Time 1 1 2010 12 00 AM 1 1 2010 12 00 AM 1 1 2010 12 00 AM 1 1 2010 12 00 AM 1 1 2010 12 00 AM 1 1 2010 12 00 AM End Date Time 12 1 2012 11 59 PM 12 1 2012 11
157. file drop down menu This is the only field in this section and it is required 4 If you will be using SMTP enter the SMTP server name the port number and the email address in the appropriate fields These are all required The Email Display Name field is optional 5 Check the My Server Requires Authentication checkbox if necessary and enter the user name and password in the appropriate fields 6 Inthe Default Email Template drop down menu choose the template you would like to use or just leave the default lt Use System Options gt setting as is 157 HDAuthority 9 0 User Manual A QUEST SOFTWARE COMPANY The Miscellaneous Tab The Miscellaneous tab contains information for warning messages search preferences Issue preferences and dashboard alert options i User Options Warming Messages Show Contract Warning Messages Show Waring Messages if my screen resolution is too low Requester and Company Search Preference Use drop down menus for Requester and Company on the Issue screen New Issue Assigned User When creating a New Issue automatically set the Assigned User to the User who is currently Logged in Automatically spell check when saving issue changes Dashboard Alerts Run dashboard alerts every q Minutes Keep alert popups displayed for q Seconds Play local sound file for dashboard alerts on this computer Reset Window Positions Reset all Windows to their default size and p
158. g the three warning levels Green Yellow and Red with numeric intervals of your choosing Use the numeric up down fields after each level Note that Green is always the lowest level Yellow will not be able to be set to a value less than the value defined in the Green field A QUEST SOFTWARE COMPANY 6 Click the Alert Settings tab shown below i Define Gauge Widget Seles Title Oo gt W Issue an alert whenthe gauge rises above issue s Showa desktop notification Include a sound alert Send an email notification to f The logged in user l The following addresses Separate addresses with semicolons 7 If you would like specific alerts to trigger on different values in the widget check the checkbox labeled Issue an alert when the gauge rises above then enter a value in the Issue s numeric up down field that will trigger the alerts Note that you must check this first checkbox to create an alert If this box is unchecked all other options will be unavailable Also if you do elect to be presented with alert notifications you must select either Show a desktop notification or Send an email notification to or both 8 If you would like a desktop notification check the Show a desktop notification checkbox If you would like a sound alert to go with the desktop notification check the Include a sound alert checkbox 9 If you would like an email notification check the Send an em
159. g y Next gt gt i Sip te nick 28 HDAuthority 9 0 User Manual East To assign Privileges groups must first be created To add a new group or groups follow the steps below Enter a name for the new group in the Enter name here to add a new Group field and then click the green button OR Under Suggested Groups click one of the Add buttons to select that group suggestion The Group name is a required field In the Group Name drop down menu the new group name will appear after clicking the down arrow Add a description to the new group by entering text into the Description field This is not a required field but if multiple groups are being created a description is helpful If one of the suggested groups is used the description will be automatically created Note that the description can be edited regardless of the method used to create the new group The next step is to assign privileges to the group By default new groups are not assigned privileges automatically They must be added for each group However note that if the suggested group of Administrative Group is used all available privileges are assigned as this will usually be a top level security group To assign Privileges 1 2 29 HDAuthority 9 0 User Manual Camm Make sure the current group is in the Group Name drop down menu Select privileges listed in the Available Privileges pane and move them to the Selected Privileges pane using the arrow
160. g your own selections for drop down menus Help Desk Authority also gives you the capability to tailor the actual layout of the Issue customer Company and Asset windows The main Customize Window Layouts window consists of four tabs as shown below Clicking on a tab will allow you to customize that particular layout e Issue e Requester e Company e Asset Layout Name ITIL Layout 141 HDAuthority 9 0 User Manual Ea TdLosic The Standard Layout and ITIL You will note that version 9 0 now includes a Priority Mapping feature as described in detail earlier in this chapter under Issue Management gt Priority Mapping that conforms to ITIL Information Technology Infrastructure Library standards and best practices In short ITIL is a set of concepts and practices used for managing an IT organization Included in these practices is a method of assigning Priority to an item based upon Urgency and Impact With the addition of the Priority Mapping feature two additional fields are now standard in the default Issue layout Impact and Urgency As a user you can chose to use this new method to automatically assign a Priority to an Issue by assigning an Impact and an Urgency However if you prefer to simply use the Priority field alone you will need to create a custom layout Examples of each are shown below Notice the addition of the Impact and Urgency fields in the sample ITIL Layout The Standard Layout Note the added
161. gement t offers maximum flexibility accessibility and scalability required for todays fast paced support operations Date Entered 3 9 2009 12 24 PM Start Date Time 3 9 2009 12 00 AM v s End Date Time 1442010 11 59 PM l 2 Inthe View Option drop down menu select Help Desk Authority HDAccess or Both depending upon which Users you would like to see the message 124 HDAuthority 9 0 User Manual A QUEST SOFTWARE COMPANY 3 Inthe Title Headline text field enter a unique title for the message Note that this will also be the headline that is displayed in the Message board This is a required field 4 Inthe Message text field enter the details of the message 5 Inthe Start Date Time and End Date Time drop down menus select the start and end dates of the message to set the duration These fields are required S Message Edit Message Details View Option Help Desk Authority v Title Headline Help Desk Authority Yersion 9 1 Coming Soon Message ScriptLogic is proud to announce the upcoming release of Help Desk Authority 9 1 Packed full of new features and updates version 9 1 will streamline your business even more than before Start Date Time 10 7 201012 00 AM End Date Time 4141 2010 11 59 PM 6 Click the OK button to save the message and headline Although the message has been created and saved it must still be activated and set in sequence before it will appear in the rotation
162. group and select Update License Group Update the group information and click the OK button To delete a license group right click the name of the group and select Delete License Group oo Ep D 242 HDAuthority 9 0 User Manual A QUEST SOFTWARE COMPANY Assigning and Un assigning Applications to a License Group To assign a software application to a license group select and drag individual applications to the group Note that you cannot drag more than one at a time Software Master Details Ses Software Product Manufachse Product Name Product ersion License Group All Software A Al A A E Microsoft Products EET f Cranberry Office 20 9 MICROSOFT APPLICATION ERROR ey MICROSOFT SOL SERVER 2008 MICROSOFT COR MICROSOFT SOL Unknown Softwares Microsoft A MICROSOFT SOL SERVER 2008 SE MICROSOFT COA MICROSOFT SOL 10 0 1601 1 Software sMicrasott Py MICROSOFT SQL SERWER 2008 COM ry MICROSOFT SOL SERVER 2008 DATA Ey MICROSOFT SQL SERVER 2008 DATA Ey MICROSOFT SOL SERVER 2008 MANA ry MICROSOFT SQL SERVER 2008 MATT ry MICROSOFT SOL SERVER 2008 ASF Ry MICROSOFT SOL SERVER COMPACT ry MICROSOFT SOL SERVER COMPACT By MICROSOFT SOL SERVER MANAGEM Ry MICROSOFT SQL SERWER NATIVE CLI ry MICROSOFT SOL SERWER SETUP SU ry MICROSOFT SOL SERVER W55 WRITE ry MICROSOFT SQL SERVER W55 WRITE ry MICROSOFT ISUAL C 2005 REDIST ry MICROSOFT YISUAL STUDIO TOOLS F Ky MSeML 4 0 5P2 KB954430 v4 20 9970 i ey SQL SERVER
163. h Crystal Reports The Custom Reports in Help Desk Authority will only work with Crystal Reports version 10 5 or higher If you are using an older version of Crystal Reports the Custom Reports you have created will not work with Help Desk Authority The Custom Reports will be accessed from the Help Desk Authority interface as seen in the window below EaTALOGIC 206 HDAuthority 9 0 User Manual A QUEST SOFTWARE COMPANY Reports Report Functions Issues Graphical Issues Statistical Assets Company Requester Contracts HDAsset Reports Knowledge Base Master Table Reports Crystal Report H H amp amp amp amp amp amp amp amp Drag Functions Custom Reports m Sy Select Issues Date Type Start Date End Date Actual Date A PONT 4 INGIA include Active inactive Data v The Add button is used to add additional reports to the Custom Reports category You do not need to select the Custom Reports category in order to use the Add button since all custom reports will be automatically inserted into the Custom Reports category Configuring the Reports Directory Although this topic has been covered earlier in this manual it is important enough to repeat You must specify a Reports directory in the System Options of Help Desk Authority All Reports including the custom Reports will reside in the directory you specify This is done by going to the Administration
164. he Select Issues section shown below select the Issue data you would like to see in the Report Select Issues By Query fa al k By Status All Data By Query Use the data resulting from a predefined Query in the Report When you choose the By Query radio button the Find button is enabled Clicking the Find button will open the Query Manager window where you can select the Query you would like to use At report run time the Query will be executed and the Report will be generated using the data resulting from the Query By Status Base the Report only on Issues with a particular Status When you select the By Status radio button the drop down menu will be activated Select the Status that you want to include in the Report All Data Base the Report on all Issue data These options are only available in Reports from the Issues category as well as the Percentage of Issues Report in the Issue Graphical category 193 HDAuthority 9 0 User Manual A QUEST SOFTWARE COMPANY 4 Inthe Date Type pane if available select the Date Type You have three choices Date Received Date Resolved and Due Date You can set a date range by checking the Actual Date radio button or you can use a specific recent date with the Relative Date radio button Start Date End Date Actual Date 1 20 2011 1 20 2011 x Relative Date Date Type issn It should be noted here that da
165. he filter The filter appears immediately above the Asset list Filter v Assigned User yi fin z John Smith R Add Condition s oshab Bat apply Reset From this view the current Query can be edited to suit your needs The controls are very similar to the Query window controls The button will remove the selected conditions from the Query The eRe siie button will add a new condition to the Query The Apply button will apply the changes you have made to the existing Query The Reset button will remove all conditions from the Query The Asset List Grid The Asset list grid is the main area of the window when Assets is selected in the Navigation Pane The Asset list grid lists all the Asset that match the criteria of the current Asset list layout You can display as much or as little information in the Assets List as you like by customizing Asset list layouts in the Administration window as discussed in the previous chapter The example below shows the default All Fields Notice the horizontal scroll bar at the bottom of the grid Sliding the scroll bar to the right will reveal much more data than is shown in the current view AssetID AssetDescripbon Audited Computer Asset Part Number AssetSerialNumber Asset Comments AssetDatePurchased Asset Price Konica Laser Printer False HP Scanner False Canon Printer 1st False 6367 2437 9697 1 16 1921 2 38 AM Canon Printer 2n False 4143 8160 6853
166. he mobile phone number in the Mobile Number field 10 Enter the fax number in the Fax Number field 11 Enter the email address in the Email field 12 When creating a new Requester the Issue History drop down is grayed out as there are no current or past Issues with a new Requester This field can be ignored 13 Enter any comments regarding the new Requester in the Comment field Sit LOGIC 53 HD Authority 9 O User Manual A QUEST SOFTWARE COMPANY A sample of a completed General tab is below Requester Add Requester Name art Yandalay Inactive CompanyName Vandalay industries amp Location Name Las Vegas Department Address 1 3883 Flamingo Drive Address 2 i aa T State Province NY Postal Code fso Country USA Issue History Ga a Commens This is just a sample requester 54 HDAuthority 9 0 User Manual Requester Code foway ss s Title VP of Saes ss t Primary Phone 888 655 3987 Secondary Phone LC O Mobile Number 888 313 6541 Fax Number 888 655 9988 Email favandalay vandalayind com A QUEST SOFTWARE COMPANY The next tab in the Requester Add window is the Custom Fields tab If you have created any custom fields for Requesters they will appear under this tab In the example below a custom field called Customer Code is presented as a required field The default value is Green We will cover more on creating custom fie
167. hments to Assets Use the General and Attachments tabs to add these if necessary Click the OK button when finished SaTALOGK WARE COMPANY Chapter 6 The Query Manager Help Desk Authority gives you access to complete Issue history through Queries Queries allow you to specify selection criteria for any Issue field including custom fields For example you may want to search for Issues entered during a particular time period or Issues with a particular Status or containing a certain word in the Description Regardless of the search you specify you can save your Queries and run them at any time Saved Queries can also be used for reports ery To access the Query Manager click on the Quen icon in the Help Desk Authority toolbar You can also use the Main menu and select Tools gt Query Both methods will open the Query Manager shown below s Query Manager Saved Queries A Issue Queries E E Public E El a Private iB Defaut amp amp Asset Queries E 9 Public B Default El a Private TEI Default F Add Query ai Rename Query Edit Query w Aun Query Startup Queries You may drag and drop one 1 lssue query in the box below to be run upon startup of Help Desk Authority a cae Status Bar Queries iy You may drag and drop up tofour 4 lssue queries into the box below to store on the Status Bar All lesues by Assigned User All Open lssues Open Help Desk lssues Vy Favorite Queries
168. hority supplies a comprehensive library of reports to assist you in your Issue management procedures Help Desk Authority s standard reports were created with the report writer Active Reports by Data Dynamics For customers with unique needs who design their own reports with Crystal Reports is available you can design the reports you need to your exact specifications then launch them from the Help Desk Authority interface Please note that the Help Desk Authority filtering features Query status and date filters are not available for use with reports that are custom designed with Crystal Reports For more information see the Crystal Reports website at http www crystalreports com The Standard Help Desk Authority Report Categories and Reports are listed in tree form below O Issues gt Billing Summary Deleted Issues fs Due Dates by Company fs Due Dates by Group es Issue Detail by Company f Issue Detail With Activities f Issue Details B Issue Report by Assigned Person cs Issue Summary B Issue Summary by Company cs Issue Summary With Activities Related Issues cs Summary Calls by User E Summary Calls by Category O lssues Graphical B Graph Average Time Spent By Categories es Graph Average Time Spent By Users B Graph Issues by Category and Status fs Graph Issues by Days of Week fs Graph Issues by Hours and Status B Graph Issues by Month B Graph Issues by Requester fs Graph Issues by User and Status fs Graph
169. hown below 2 Enter as much information as is available into the appropriate fields then click the OK button Asset Vendor Add Vendor Name krill Products atti itst Phone Number 440 296 5587 0 Address 1 8831 Westen Blvd Fax Number 440 296 6592 Address2 Web URL fwwwkrilcom City Cleveland Main Email lsales krillcomn State OH s s Postal Code 56998 Commerts Inactive Te 3 The new Asset Vendor will now appear in the Asset Vendor list If you would like to edit or even delete an Asset Vendor at any time use the Edit and Delete buttons in the Asset Vendors window Asset Templates Asset Management gt Asset Templates Entering Asset information can be a tedious task especially when many Assets can share much of the same information You can avoid the repetitious chore of entering the same Asset information over and over again by using Asset templates You can define as many Asset templates as you like On each template enter the information repeated from Asset to Asset Then when adding Asset records much of the information for the new Asset will already be completed Yaa LOGIC 99 HD Authority 9 O User Manual A QUEST SOFTWARE COMPANY Creating an Asset Template 1 Click the Add button in the upper right corner of the window This will open the Asset types window Select the Asset type that you will be creating a template for by clicking on the name of the Asset type You
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171. ifferent and has its own unique requirements We have designed Help Desk Authority to meet the anticipated the needs of the user community Help Desk Authority has provided a means to capture the information typical to most help desk customer service environments However you also have the capability of creating your own fields to capture any type of data that you like This capability is provided via customization found under the Customization section of the Administration window There are three types of customizations available e Custom fields e Customize Windows Layouts e Issue List Layouts Custom Fields Customization gt Custom Fields Help Desk Authority allows you to create custom fields for Assets Companies customers and Issues EaTALOGIC 138 HDAuthority 9 0 User Manual A QUEST SOFTWARE COMPANY Creating Editing and Deleting Custom Fields To create a custom field 1 Inthe Custom Fields For drop down menu select Assets Companies Requesters or Issues COMPANIES s ASSETS COMPANIES REQUESTERS ISSUES amp Retest sincere Requesters Custom Fields For ASSETS Companies External Support amp Asset Management gt Asset Types Column Name Asset Manufacturers RG Asset Vendors Asset Templates E Issue Management gt Issue Templates Issue Activities Column Type Issue Categories Issue Sub Statuses E j Administration Column Name Column Length
172. in key information pertaining to the Vendors that have sold Assets to you For HDAsset users Vendor information typically pertains to the Vendors that sell or support your computer Assets Adding a New Asset Vendor a Q Requester Management Reguesters Vendor Name fC OE Companies External Support n ee a 4 2 Asset Management City State Asset Types Phone Number Postal Code Asset Manufacturers Asset Vendors Asset Templates Note Enter full or partial search criteria and click Search button 4 E Issue Management Waenlue tome City gt Issue Templates oe ow Issue Activities Columbus Offic Columbus Issue Categories 9 EEE A E IER Electronic Ware San Jose gt Issue Types Infragistics Priority Mapping NetAdvantage 4 Zi Configuration Netsoft gt System Options Software Whole Gary Message Board Worldwide Busi Gainesville gt Email Templates Products Support Contracts Holidays Operating Hours 4 Customization Custom Fields Customize window Layouts List Layouts 4 gf Security Users Groups and Privileges 98 HDAuthority 9 0 User Manual Phone Number 14 373 2702 sales cop com 408 678 5645 sales electronicwarehou 219 864 3116 sales softwarewholesell 386 823 0575 sales wbei com A QUEST SOFTWARE COMPANY 1 Click the Add button at the bottom of the window This will open the Asset Vendor Add window as s
173. ion List Computer Hardware List Computer Summary Report Graph Application Installations by Manufacturer Graph Computers by Assignment Hardware Installation List Hotfixes Screen Savers QO Knowledge Base Master Table Reports Products Custom Renorts ct Et j i Report Functions Run Report Crystal Report Functions Select Computers f By Query fan Data C By Status f All Data include Active inactive Data y To select computers by Query gi w O Select the By Query radio button Date Type an v Start Date End Date Actual Date 01 J Relative Date fi Ee Click the Find button This will open the Query Manager window Select the Query Click the Select button Click the Run Report button 253 HDAuthority 9 0 User Manual A QUEST SOFTWARE COMPANY As an example suppose the head of the documentation team wants each of his team members to have the following applications installed on their computers Microsoft Word Adobe Professional HyperSnap Adobe Photoshop Robohelp One solution is as follows 1 Create a software category called Documentation in the Software Master Details window and assign each of the required applications to the Documentation category Create a custom asset field called asset_Department that will be required for all assets Enter Documentation in the asset_Department field for each of
174. k the OK button when finished 15 To delete a message select the message and click the Delete button 126 HDAuthority 9 0 User Manual A QUEST SOFTWARE COMPANY Viewing the Message Board Details As explained in the previous section you can create detailed messages to complete the headlines displayed in the Message Board To view the Message Board details take any one of the following steps 127 HDAuthority 9 0 User Manual Move the cursor over any message that is displayed in the Message Board A Read the Message link will appear Click the Read the Message link to open the Message Board Details window Help Desk Authoy ion 9 1 Coming Soon Read the Message n l p f rT r tati E Foii From the Main Menu select Tools gt Message Board gt View Message Board Tools H Query Manager Ctrl Q Message Board gt View Message Board Reports Ctrl R Manage Message Board 2 s1360 Troubleshooting Tools Run External Application gt Manage External Applications From the Toolbar select Message Board gt View Message Board Message Board view Message Board Manage Message Board A QUEST SOFTWARE COMPANY The Message Board details will be displayed in the Message Board as shown below Message Board Jul 26 2010 Help Desk Authority Version 9 1 Coming Soon ScriptLogic is proud to announce the upcoming release of Help Desk Authority 9 1 Packed full of new features an
175. l Arthur Flynn Lise the delete key to remove selected new requesters or mark existing ones for deactivation rT T T T T 1 T T T a g y e Say Skip to Finish 5 39 HDAuthority 9 0 User Manual A QUEST SOFTWARE COMPANY Assets Help Desk Authority provides a means for keeping an inventory of an organization s Assets In addition to storing information such as serial numbers locations and manufacturers key information about the vendors who have sold or who lease the Assets to you can also be captured Asset Types are now set up under Setup gt Administration opens the Administration window gt Asset Management gt Asset Types Introduction Inventory procedures can be expanded with the HDAsset module HDAsset is ScriptLogic s computer inventory application It will automatically perform network scans and computer audits of hardware software peripherals components and system information Adding individual Assets can be done in the Configuration Wizard as outlined by the steps in this section The Asset screen is shown below j Help Desk Authority Setup Assets In this step we will enter assets Asset records allow you to keep track of information about items for which people may request support and later track their issue history w Undo Changes LLI Import assets using HDAsset OR ENTER MANUALLY BELOW Name g Asset Tag Asset Type Serial N
176. ld see A good example would be a bulletin to notify users of a scheduled system downtime Multiple Headlines can be displayed and the display sequence can also be controlled A sample message is shown below ScriptLogic Announces Help Desk Authority for Windows and Web 9 0 a m M The buttons to the left of the Message board can be used to stop or start the automatic scrolling of the Message Board messages center button or to view the previous message left button or the next message right button in the sequence For details on the configuration and management of the Message board see The Message Board under Configuration in Chapter 3 Administration EaTRLOGIC 216 HDAuthority 9 0 User Manual A QUEST SOFTWARE COMPANY Chapter 9 The Knowledge Base Help Desk Authority s Knowledge Base feature facilitates trouble shooting and problem solving capabilities by storing Issues that you choose in an organized reference library The information is automatically extracted from the Issue and written to the Knowledge Base You can also create your own items to store in the Knowledge Base The Help Desk Authority Knowledge Base is comprised of Knowledge Base Articles Knowledge Base Articles can be accessed via other Help Desk Authority products such as HDAccess unless they are designated for internal use only If an Article is designated for internal use only it will only be accessible by Help Desk Authority users He
177. lds later in this chapter re Requester Add Requester Name art Vandalay Inactive custom Fields amp HDAccess G Attachments Y Contracts Products Customer Code Green v Siti LOGIC 55 HDAuthority 9 0 User Manual East Following the Custom Fields tab is the HDAccess tab shown below If you will be granting HDAccess login privileges to the new Requester take the following steps in this tab Requester Add Requester Name art Vandalay g Logon Name Password Cannot Change Password View Company issues Must Change Password View Department Issues Active Directory User View Location Issues Disable single signon Last Login 1 Click the Grant Requester HDAccess Login Privileges checkbox 2 Enter the login name in the Login Name field 3 Enter the password in the Password field 4 If the changing of passwords will be handled by the Administrator and not the Requester check the Cannot Change Password checkbox 5 If the Requester will be required to change his password check the Must Change Password checkbox 6 If you want the Requester to be able to view all Company Issues check the View Company Issues checkbox 7 If you want the Requester to be able to view all department Issues check the View Department Issues checkbox 8 If you want the Requester to be able to view all location Issues check the View Location
178. le for this Product if one exists Under Product Info enter any pertinent information regarding the Product Under Manufacturer Info enter any pertinent information regarding the Manufacturer Enter any necessary comments in the Comment field If you would like to attach a file or files to the Product select the Attachment tab 0 From this tab you can attach a file a URL or anything on your clipboard by using the appropriate button You can also open or delete an attachment 11 Click the OK button when you are finished creating the Product oS a aoe Sl SS Product Add neral Attachments Product Hame Phone 0 z Manufacturer Apple KE Location http kb scriptlogic comiphone Product Info 365 Manufacturer Info i Inactive QUEST SOFTWARE COMPANY 132 HDAuthority 9 0 User Manual Support Contracts Configuration gt Support Contracts In Help Desk Authority Support Contracts are the service agreement terms that you set up with your customers for supporting the Products or services that you sell to them After defining your Support Contracts in Help Desk Authority they can then be linked to Companies that purchase your Products and services or to individual customers who you service independently from a Company Support Contracts can also be linked to Issues when your customers call into your Help Desk You can choose from Support Contracts based on e Duration
179. llows the linking of multiple Products to a Contract e The Issue Report tab in the Email Template window allows the selection of multiple Issue fields to define an Issue report In addition to multiple selections certain windows will allow you to choose the order in which the selections appear An example of a selection list is below i Email Template Add Custom Message A Select the fields that you wish to appear in your Issue Report tems will appear in the same sequence as they are listed in the Selected Fields list Use the Up and Down arrow keys to resequence the fields Available Fields Selected Fields Contract Department Created Date Created User Description Activity Activity Billable Due Date Activity Date Time Impact Issue No Location Origin Phone Priority Product Build Product Version Received Date Requester Resolution Resolved By Resolved Date 21 HDAuthority 9 0 User Manual A QUEST SOFTWARE COMPANY ltems on each side of the list window can be moved to the opposite side by using the arrow buttons as described below Move selected item to the right Move all items to the right Move selected item to the left Move all items to the left Move selected item up one spot on the list Move selected item down one spot on the list Once all items are in the correct location click the OK button View Menu Located in the Main menu the View menu enables you to select
180. low a Save S Delete Resolve Add to KB D E Mail B Report ia Folder Move forward or backward to the next or last Issue bl Save Save the Issue ALT S amp Delete Delete the Issue Resolve Give the Issue a Status of Closed ALT R ED Add to KB Add the Issue resolution to the Knowledge Base ALT K be E Mail Email details about the Issue based upon a pre defined email template ALT M Report Open a Report window for the Issue generally for printing ALT P ED Folder Place the Issue into an Issue folder ALT F The Issue Timer To the right of the Issue window toolbar is the Issue timer When working on Issues you will often have the need to keep track of the amount of time that is soent When you begin work on an Issue click the green start button 2 000 00 02 39 The timer will run until you either save the Issue or click the red stop button Lz 000 00 27 41 Help Desk Authority does not keep track of seconds when dealing with Issue time The seconds are rounded up or down to the nearest minute When you re start the timer the seconds will be reset to zero and the minutes will be rounded to the nearest minute The Issue timer is covered in greater detail in Chapter 3 Administration To Create a New Issue 1 Inthe New Issue window select the Company associated with the Issue from the Company drop down menu or type the Company name in the field The field label for the Company
181. lp Desk Authority 9 0 Helpdesk Administrator File View Tools Setup Modules Help New Issue OpenIssue Reports Query Message Board HDAsset Administration HDServer Modules a s1360 Tools W HELP DESK AUTHORITY Knowledge Base KB Configuration e 2s BridgeAccess 7 0 2s BridgeAuto Escalate 7 0 2 BridgeReceive 7 0 Elgg BridgeSearch 2 32 bit 2 BridgeTrak for Web 7 0 2 BridgeTrak for Windows 7 0 2s BridgeWeb Lite 7 0 2 ClDiscovery 2 Customizations 2 How To Add 7 Edit Delete GI Email B Print Search Knowledge Base for word s or phrase Search for All of the words entered Title An error occurred while parsing Entity name Category Optional Sub Category Optional Product r Optional Data Mapping from Active Directory to BridgeTrak 7 x database Known issues with the current version of Active Directory Duplicated records apperaring in the CUSTOMERS table after running the BridgeTrak Active Directory Integration Sync tool Users not populating in list box at bottom of AD Sync Define Group Window v ofl gt gt gt 5 items total 217 HDAuthority 9 0 User Manual Show 100 PerPage we A QUEST SOFTWARE COMPANY Searching the Knowledge Base The section above the Knowledge Base Article List is the search engine Search Knowledge Base for word s or phrase Category X Optional Sub Category Optional a
182. luded in the report Application Installation List This report displays a list of all applications installed in your network computers and the computers each application is installed in Application License Usage This report displays the number of licenses issued and the total number of licenses for each software package by category Change Tracking Change Tracking displays the changes found for each audited computer between the specified beginning audit and the specified ending audit Computer Application List This report lists all applications found in each audited computer Computer Hardware List Computer Hardware List is a list of all the hardware installed in each audited computer Computer Summary Report This report lists the general hardware software and network information discovered during the last audit of each computer Graph Application This graphic report displays the percentage of all applications installed Installations by Manufacturer as a function of manufacturer Graph Computers by This graphic report creates a graph of Number of Computers vs Assignment Tracking Field selected where Tracking Field is Customer Company Department Location or Domain Hardware Installation List Hardware Installation is a list of all installed computer hardware found in the network and the computers the hardware is installed in Hotfixes lists which Microsoft Hotfixes selected have been installed on which specified computers
183. m to add to the Requester If the new Requester information has not yet been saved you will be presented with the alert shown below informing you that a save is required Click the OK button If this alert does not appear proceed to step 2 New Asset 2 Edit Asset Delete Asset HS Template i Print Asset ID Description 1 HP Printer Konica Laser Printer HP Scanner Canon Printer 1st Floor Canon Printer 2nd Floor Canon Printer 3rd Floor Canon Printer 4th Floor HP Printer 1st Floor HP Desktop Receptionist HP Desktop Secretary Sony Desktop JN sony Desktop MP Sony Desktop PN Sony Desktop RO Sony Notebook AB Sony Notebook GB Sony Notebook ME HP Printer 2nd Floor PRINTER6303 Requester Company Location Pitts burgh Preview 2 Click the Asset name on the Asset you wish to add to the Requester Audited Computer Part Number Serial Number False False False False False False False False False False False False False False ofl gt Asset Type Part Number Manufacturer Model Date Purchased 6367 2437 9697 4143 8160 6853 6017 2425 4428 Tr24 25 2873 5801 0172 4258 69724 26370 378 292 224 669 196 017 724 292 438 962 Printer 355666 Hewlett Packard Dimension Series 1131921 6 24 00 AM 76 items total T Mi Come Fore Queries Eon Comments Date Purchased Show 100 Price 1 15 1921 10 19 PM 1 16 1921 2 38 AM 1 16 1921 2 38 AM
184. mail Address dlovits sparkles com Email Display Name David Lote M My Server Requires Authentication User Name dlove Password ee lao seaaeav 43 HD Authority 9 0 User Manual A QUEST SOFTWARE COMPANY Summary The final screen of the Configuration wizard is the Summary screen shown below 1 ip Bo a Set 2 _L _ Summary In this step you can review all of the updates you have made in the wizard before saving When you are satisfied with your choices you can click Finish to save them Requesters Requesters to Create Steve Bartowski T T T T T T rT T 40 ee 8av sama n Care The summary screen will list all of the updates you have made in the wizard before saving and exiting If you are not satisfied with your changes you can go back and make any changes necessary When you are satisfied with the updates you have made click the Finish button to exit the Configuration Wizard Siti LOGIC 44 HDAuthority 9 0 User Manual Ea TdLosic Chapter 3 Administration Administration available through the Setup Menu in the Main Menu under Administration manages the items used in creating Issues in Help Desk Authority Selecting Administration from the Setup Menu opens the Administration window as shown below with the sidebar navigation in the red frame Configuration Wizard Es Administration Administration A Requester M
185. me Steve Bonjour i Primary Phone 412 659 8874 Primary Email lsbonjour fleetwood con Secondary Phone 412 665 8314 Alt Notify Email lsboniour gmailcom Mobile Number 412 306 8569 2 IM Address sbonjour Fax Number 412 669 4448 2 IM System Skype Inactive Sain Groups and Privileges Skil Logon Name Allow Windows Login Password Allow Web Login Allow Help Desk Authority for Web Lite Login M Active Directory User Account Locked User must change Password Disable Single Signon Last Logon Date 1 Click the Add button This will open the User Setup Add window 2 Enter the full name of the new user in the Full Name field This is the only required field when creating a new user 3 Enter the primary email address of the new user in the Primary Email field If the user has an alternative email address enter it in the Alt Notify Email field 5 If the user can be contacted through an instant messaging IM service enter the user s instant messaging address name in the IM Address field then enter the name of the IM service in the IM System field i e Skype YahooIM AIM etc Enter the primary phone number in the Primary Phone field Enter the secondary phone number if available in the Secondary Phone field Enter the user s mobile number in the Mobile Number field 9 Enter the user s fax number in the Fax Number field Oe le Below the basic user information fields there ar
186. mems 72 HDAuthority 9 0 User Manual East The next tab in the Company Add window is the Custom Fields tab If you have created any custom fields for Companies they will appear under this tab In the example below a custom field called Company Level is presented as a required field The default value is 1 Another custom field is a checkbox called Preferred Company which has been checked We will cover more on creating custom fields in the Customization section of this chapter Company Edit Company Name Frohman Sausage Company a Company Level 2 Y Preferred Company Waa LOGIC 73 HDAuthority 9 0 User Manual East The next tab in the Company Add window is the Requesters tab Similar to the company s tab in the Requester Add window this tab is where you will link Requesters to a Company By default no Requesters are listed They must be added To add a Requester to be linked to the new Company click the Add button Company Edit Company Name Frohman Sausage Company Inactive Custom Fields GQ Requesters OJ Departments 4 Contracts G Products E Attach Requester Name Email Primary Phone City State Province Postal Code Clicking the Add button opens the Requester Add window that you are already familiar with Adding a Requester from this window is very similar to the basic add Requester procedure Simply complete
187. missions can easily be assigned to a group of users such as Technical Support or Help Desk Introduction After establishing Help Desk Authority users in the database those users can then be assigned to a group Each security group is then given access to specified Help Desk Authority functions These functions are called privileges Viewing an Issue list defining custom fields deleting Issues and attaching files are all examples of privileges that can be assigned to a security group users may also be assigned to more than one security group for multiple levels of security and access Instructions Below is the Groups and Privileges screen of the Configuration Wizard Groups and Privileges In this step we will configure security groups and their associated privileges Users can be added to security groups in the main application to simplify security and customization setup a s Undo Changes Enter name here to add a new group Add Administrative Group Group Name a Add Description Suggested Groups Level 1 Support Add Level 2 Support Add Level 3 Support Available Privileges Selected Privileges Asset Add Asset Delete Asset Edit Asset Search Assetianufacturer Add Assethtanufacturer Delete Assethlanufacturer Edit AssetManufacturer Search AssetTemplate Add AssetTemplate CreateAsset AssetTemplate Delete AssetTemplate Edit AssetTemplate Search AssetTypes Add
188. more realistic view for the average user 164 HDAuthority 9 0 User Manual A QUEST SOFTWARE COMPANY Issue No Priority Created Date AssignedGroup Sub Status Company Description Medium 3 13 2008 11 09 Help Desk Open In Progr Titan Software Office 2010 will be installed on Requester s P Low 3 13 2008 11 10 Admin Open Assigned Titan Software Login privileges need to be reset for the new Low 3 13 2008 11 11 Help Desk Open Assigned Titan Software Requester requires assistance in Microsoft Of High 3 13 2008 11 18 Help Desk Open New Titan Software Requester is having POPS issues High 3 13 2008 11 19 Help Desk Open Assigned Titan Software Server issues have caused multiple connectio Urgent 3 5 200911 12 Admin Open Assigned Titan Software Intranet needs several broken links corrected Urgent 3 5 2009 11 21 Help Desk Open In Progr Titan Software Data wireless and voice support so when yo High 3 5 2009 11 23 Admin Open New Titan Software Office 2010 installation is required High 3 5 2009 11 34 Admin Open In Progr Titan Software Database appears to be corrupted High 3 5 200911 38 Help Desk Open In Progr ACME Products Email encyption CRAM MD5 was always sup Medium 3 5 200911 59 Help Desk Open New Titan Software Replacement toner needs installed by service While most users will create their own Issue list layouts many users will use th
189. mp Asset Manageme PER a Types Email Domain Postal Code Asset Manufacturers Main Phone Asset Vendors Asset Templates C Issue Management Company Name Email Domain Main Phone Issue Templates Issue Activities Issue Categories Issue Sub Statuses Issue Types Priority Mapping Ai Configuration System Options Message Board Email Templates Products Support Contracts Holidays gt Operating Hours Customization Custom Fields Customize Window Layouts List Layouts Security Users QD Preview Groups and Privileges Note Enter full or partial search criteria and click Search button Company Email Domain Company Main Fax Location Main Phone Siti LOGIC 69 HDAuthority 9 0 User Manual EETaLociC Searching for a Company There are several ways to search for a Company from the Companies screen You can search ona Company using any criterion listed below or a combination of criteria to narrow your results if desired The search section of the Company screen is shown below Company Name i Company Code O O Email Domain itis Main Phone oOo O O Note Enter full or partial search criteria and click Search button state Postal Code fF 1 Enter any known values for the Company you are attempting to locate 2 Click the Search button 3 If you need to reset the form use the Reset button at any time Example
190. mp HDAccess bea Attachments yw Contract Contract Name Reference No Contract T ype To associate a Contract to a Requester 1 Click the Add button This will open the Requester Contract Add window 2 Under the General tab select the Contract you wish to assign to the Requester from the Contract List drop down menu 3 Enter the reference number in the Reference No field if necessary Add any comments in the Comments field P 5 The Start Date and End Date fields will be automatically populated if the Contract is based upon duration If you are using another type of Contract and you wish to include start and end dates select both dates from the Start Date and End Date drop down menus 6 If you wish to link any Products to the Contract click on the Linked Products tab of the Requester Contract Add window Available Products will be listed in the Available Products selection list Use the arrow keys to add or remove Products to the Products Linked to this Contract selection list on the right 7 If desired this Contract can be linked to the Requester but not activated If you would like to deactivate the Contract but retain the link to the Requester check the Inactive checkbox 8 Click the OK button when finished 62 HDAuthority 9 0 User Manual ARE COMPANY An example is shown below Requester Contract Add Linked Products Contract List l f Contract Details Contract Descripti 1
191. n Name Department Inactive Manufacturer Name Model Serial Number Part No Remote Control as Comments Vendor Name Date Purchased Price PO Number Entry Method 256 HDAuthority 9 0 User Manual A QUEST SOFTWARE COMPANY To view the PacketTrap data for an Asset associated with a particular Issue from within the Issue e Open the Issue Edit window by clicking the Issue icon entering the Issue number and clicking the OK button OR use a Query to generate a list of all PacketTrap Issues from which you can select the Issue you are interested in see the Locate all PacketTrap Issues note below SE View Snapshot e Click on the button on the Asset tab To locate all PacketTrap Issues To help find Issues created by PacketTrap you should create a Query that uses the Origin field to find and display all PacketTrap Issues To create this Query 1 Open the Query Manager click the Query Manager icon in the toolbar select a folder and category to save the Query in and click the Add Query button This will open the Conditions tab 2 Select Origin in the Fields available list 3 Click the Add Condition button then select In from the second drop down list 4 Select PacketTrap from the third drop down list _ y Gass O New Query Issue Queries Public Default Fields available Conditions Add Condition gt DYVin PacketTrap SCRIP 2
192. n of the Select Status window This version allows you to select more than one Status by using the checkboxes where the first version of the Select Status window only allows one selection via the drop down menu 197 HDAuthority 9 0 User Manual A QUEST SOFTWARE COMPANY Select Company and Active Inactive Window Reports used in e Graph Issues by Requester e Support Contracts E Select Company and Active Inactive Eg Company ActiveInactive There are only two drop downs in this window First select a company or All companies from the Company drop down menu Next select Active Inactive or All from the Active Inactive drop down menu Click the OK button Select Status and Date Range Window Reports used in e Graph Issues by Week E Select Status and Date Range Status Bea Start Date 1 1 2017 End Date 1 18 2011 First select the Status in the Status drop down menu Next select the start date of the date range in the Start Date drop down calendar Then select the end date of the date range in the End Date drop down calendar Click the OK button SCRIP 198 HDAuthority 9 0 User Manual Select Tracking Field and Minimum Percentage Window Reports used in e Percentage of Issues e Graph Computers by Assignment E Select Tracking Field and Minimum Percentage Eg Select Tracking Field Category Specify the Minimum Percentage a to appear on the Report
193. nce Pattern section click the corresponding radio button for Daily Weekly Monthly or Yearly 7 lf you select Daily enter the number of days between recurrences or check the Every weekday radio button 8 If you select Weekly enter the number of weeks between recurrences then select the days on which the occurrence takes place 9 If you select Monthly you have the option of selecting the date that the occurrence will take place each month or you can select the first second third fourth or last day or specific day of each month or every x number of months if the exact date will change 10 If you select Yearly you can specify a single date for the occurrence to take place each year or you can select the first second third fourth or last day or specific day of a specific month if the exact date will change 11 You can also set a date range for your recurring Issue in the Range of Recurrence section First select a start date then select either the number of total occurrences or an end date 12 In the Days in Advance to enter field enter the number of days in which you would like to be notified before the scheduled Issue occurs For example if you enter a 2 in this field and you have a recurring Issue that is due to be opened on August 6 when you login to Help Desk Authority on August 4 you will be notified that an Issue is due to be open on August 6 aTALOGIC 104 HDAuthority 9 0 User Manual A QUEST SOFT
194. nu select the Asset Owner This will usually be Requester or Company 8 Click the Requester Name field label This is a link that will open the Requester window Select a Requester from the list of possible Requesters 9 Once a Requester name has been chosen the Company Name Location Name and Department fields will be automatically populated if they are populated within the Requester information 181 HDAuthority 9 0 User Manual A QUEST SOFTWARE COMPANY Tabs in the Asset Add Window The bottom pane of the Issue window consists of three tabs as shown below Each tab will be explained in detail SA S General S Custom Fields Ss Attachments The General Tab 2 3 4 s 6 7 8 9 1 Select the manufacturer name from the Manufacturer Name drop down menu Select the model type from the Model drop down menu Enter the serial number in the Serial Number field Enter the part number in the Part No field if applicable Select the vendor name from the Vendor Name drop down menu In the Date Purchased field select the date from the calendar drop down Enter the price in the Price field Enter the purchase order number in the PO Number field The Entry Method field will be completed automatically and cannot be edited 0 Enter any comments you would like to make in the Comments text box The Custom Fields Tab If there are any custom fields in the Issue they will appear here in the Custom Fields tab Complete any
195. o Finish 31 HDAuthority 9 0 User Manual East Instructions To set up a new user follow the steps below 1 Enter the full name in the Full Name field required 2 Enter the chosen login name in the Login Name field required 3 Enter the chosen password in the Password field required 4 If the new user will be using the Help Desk Authority application for Windows check the Allow Windows Login checkbox 5 If the new user will be using the Web enabled version of Help Desk Authority check the Allow Web Login checkbox 6 If the new user will be required to change his or her password check the User Must Change Password checkbox 7 Click the Add New User button 8 To add new users from the Active Directory using HDSync click the Import Users Using HDSync link 9 Click the Next button when finished to continue with the wizard or click the Skip to Finish button to jump to the closing screen of the wizard 10 The Undo Changes button can be used at any time to clear all the fields on this screen Example First the data entry fields are completed and the Add New user button is clicked In this step we will set up users These are the technicians who handle support requests w Undo Changes Import users using HD Syne a OR ENTER MANUALLY BELOW Full Name Steve K User a Login Name skuser Password esse ze M Allow Windows Login Allow Web login Add New User Full Name Login Name
196. o additional locations have been added Now three locations appear in the Location list on the Locations tab Company Edit Company Name Frohman Sausage Company Inactive B Custom Fields a Requesters J Locations gt Departments 5 Contracts Ce Products G Attach LocationName Address 1 Address 2 i State Province PostalCode aN aa rarer neers r pree taia Pittsburgh 8779S Mars Ad 15202 Tampa 11125 Liberty B Tampa 33613 sssesssssssesesssssssesssesssssssssssssssesssssssssssesssssssessssssssssses Next we will delete a location To do this simply click on a location to highlight it then click the Delete button A Confirm Deletion of Location alert opens Click the OK button The location has now been deleted 77 HDAuthority 9 0 User Manual East The next tab in the Company Add window is the Departments tab Here you can add edit or delete departments in a Company By default there are no departments listed in the window as shown below Company Edit Company Name Frohman Sausage Company amp Inactive Custom Fields ia Requesters Locations A Departments 3 Contracts B Products G Attach To add a department to your new Company follow the steps below 1 Click the Add button This opens the Department Add window 2 Enter the name of the department in the Department Name field 3 Click the OK button 2 Department Add Department Name Administration s
197. o an existing Article 1 Inthe Related Articles tab click the Add button This will open the Knowledge Base Search window 2 Use the search criteria to locate any related articles Related articles will appear in the Knowledge Base Search Result window list 3 Select any articles that you would like to relate to the base article and click the Select button 4 The article will now be listed as a Related article The Preview Tab The Preview tab displays the Knowledge Base article in HTML format just as it would appear in HDAccess From the Preview tab you can print the article by clicking the Print Article link You can also email the article by clicking the Email Article button Near the bottom of the Preview tab is the Related Articles section If there are Related articles listed you can select one to view by clicking on the name of the article OGIC 231 HDAuthority 9 0 User Manual A QUEST SOFTWARE COMPANY Chapter 10 HDAsset HDAsset by ScriptLogic is a powerful and innovative IT inventory management and PC auditing software application which is now fully integrated with the Help Desk Authority suite of issue management support center software HDAsset collects technical information about an organization s Windows computer systems and stores the results in a central database Use this data to perform queries create reports or see a comprehensive overview of all the systems within an organization View changes to the
198. o change the location of the button in the stack Click the OK button when finished The List Grid The list grid is the largest section of the main window Displayed in this section will be Issue lists Asset lists or Knowledge Base Article lists depending on the selection in the navigation pane The example below shows an Issue list Issue No Priority Medium Low Low High High Urgent Urgent High High High 3 4 5 5 8 3 ee pi Sane p Medium Created Date 3 13 2008 11 03 3 13 2008 11 10 3 13 2008 11 11 371372008 11 18 3 13 2008 11 13 3 5 2009 11 12 3 5 2009 11 21 3 5 2009 11 23 3 5 2009 11 34 3 5 2009 11 38 3 5 2009 11 53 Help Desk Admin Help Desk Help Desk Help Desk Admin Help Desk Admin Admin Help Desk Help Desk Assigned Group Sub Status Open In Progr Open Assigned Open Assigned Open New Open Assigned Open Assigned Open In Progr Open New Open In Progr Open In Progr Open New Company Titan Software Titan Software Titan Software Titan Software Titan Software Titan Software Titan Software Titan Software Titan Software ACME Products Titan Software Descripton Office 2010 will be installed on Requester s P Login privileges need to be reset for the new Requester requires assistance in Microsoft Of Requester is having POPS issues
199. o the Selected users list using the arrow buttons Select and move any users you would like to see in the Report After making your selections enter a value in the Specify the Minimum Percentage to appear on the Report field This number indicates the percentage of records that you want to include in the Report If you choose the Select Top X radio button enter the value of X in the Specify Top X value field This number is based on the users that are used most often Click the OK button 196 HDAuthority 9 0 User Manual A QUEST SOFTWARE COMPANY Select Status Window Reports used in e Graph Issues by Category and Status prior to the Category Selection window e Graph Issues by Days of Week e Graph Issues by Hours and Status e Graph Issues by Month e Graph Issues by User and Status prior to the User Selection window e Issues by Hour Status and Priority E Select Status Open E Select Status elect Status Open Closed Pending Suspended This window has only one field Status From the drop down select the Status you would like to use in the Report and click the OK button You may be prompted for more information in another window after the Select Status window depending on the Report you are running Notice that there are two versions of the Select Status window If you are running the Graph Issues by user and Status Report you will be presented with this versio
200. om the list and click the button The privilege will move back to the Available Privileges list and will no longer be guaranteed to the user To assign all available privileges to the user click the button To remove all guaranteed privileges from the user click the button To revoke a specific privilege or privileges from the user select the privilege from the Available Privileges list on the left and click the button The privilege will now appear in the Revoked Privileges list on the right To remove a revoked privilege from the user select the privilege on the right and click the button The privilege will no longer be revoked for this user To revoke all available privileges from the new user click the button To remove all revoked privileges from the user click the button 154 HDAuthority 9 0 User Manual A QUEST SOFTWARE COMPANY The Comment Tab The Comment tab is comprised of one large text field Enter any notes or comments about the user here Login Groups and Privileges Comment Sk User is a part time employee Only call between Noon and 5 P M EST The Skill Tab The Skill tab contains the specific skills the user may specialize in as well as the skill level for each These definitions make it easier to assign an Issue to a specific user who may be more qualified to handle the Issue than another user Shep iH General yt Hardware iA Keyboard iA Monitor ty Mouse iA Printe
201. op down menu Enter the serial number in the Serial Number field Enter the part number in the Part No field if applicable Select the vendor name from the Vendor Name drop down menu In the Date Purchased field select the date from the calendar drop down Enter the price in the Price field Enter the purchase order number in the PO Number field The Entry Method field will be completed automatically and cannot be edited 0 Enter any comments you would like to make in the Comments text box The Custom Fields Tab If there are any custom fields in the Issue they will appear here in the Custom Fields tab Complete any custom fields that are necessary The Attachments Tab Use the Attachments tab to include any attachments necessary in the Asset 1 237 HDAuthority 9 0 User Manual A QUEST SOF To attach a file click the Attach File button browse to the correct file in the Open window and click the Open button The file will now be attached to the Issue To attach an Item or items on the clipboard click the Attach Clipboard button The file s from the clipboard will now be attached to the Issue To attach a URL click the Attach URL button This will open the Attach URL window Enter the Web Address URL in the Web Address field then enter a description in the Description field both fields are required Click the OK button when finished Note that you must include http with the URL To open an attachment right cli
202. op panel of this window is the Screen Saver Search panel It allows you to search through the list of screen savers by the contents of any combination of columns to find entries that contain the search criteria Enter the search criteria and click the Search button to execute the search Click the Reset button to clear entered search terms and restore the default listing Screen Savers Screen Saver Search Computer Name ScreenSaver Name Wait Time g Minutes Computer Name ScreenSaver Name Compag 1 53 lagon scr SL P4 10 SSManque scr logon scr Toshiba 008 logon scr Reports User Profile Password Protection User Profile GUser SCRIPTLOGICSsharker SL PA 1TO ASPHET DONS Administrator Password Protec No No Ho Yes TIMEOUT ScriptLogic supplies a HDAsset library of standard reports to assist you in inventory management Each report has been written to help you monitor the software and hardware currently installed on each computer in you network as well as what software or hardware should be installed on each of your computers but is not Functionality has also been included to allow you to use the standard report writing software Crystal Reports to create custom reports However the Help Desk Authority filtering features Query status and date filters are not available for use with reports that are custom designed with Crystal Reports Select the Reports icon from the Toolbar to la
203. ore than one Group and specific privileges can also be granted at the user level for custom security options There are two tabs in the Groups and Privileges window e Groups e Privileges The Groups Tab The Groups tab is shown below rr e Requesters Companies External Support Description aie Asset Management Asset Types Field calls from the internal employees regarding their computer equipment Asset Manufacturers j Person s responsible for managing the Help Desk Authority Software fee Asset Vendors Asset Templates Issue Management Issue Templates Issue Activities Issue Categories gt Issue Sub Statuses gt Issue Types Priority Mapping F Configuration System Options Message Board Email Templates Products Support Contracts Holidays Operating Hours fg Customization Custom Fields Customize Window Layouts List Layouts g Security Users Groups and Privileges 159 HDAuthority 9 0 User Manual East Creating a Group In the Groups tab 1 Click the Add button This will open the Groups Add window Describe the group Select window layouts Group Name Asset lt Default x Description g Company lt Default Requester Default r Issue Default Inactive Privileges Privileges Revoked from Group Privileges Allowed for Group User 4ssethanufacturer 4dd Asse
204. osition Override if any of these settings are already configured by users Check the Show Contract Warning Messages checkbox if you would like the user to be notified when a contract is about to expire Check the Show Warning Messages if my screen resolution is too low if you would like the user to be notified of a screen resolution setting that is not optimal for Help Desk Authority Check the Use drop down menus for Requester and Company on the Issue Screen checkbox if you would prefer drop down menus over the search option Check the When creating a New Issue automatically set the Assigned User to the User who is currently Logged in checkbox if you wish to automatically assign the Issue to the active User Check the Automatically spell check when saving Issue changes checkbox if you would like to ensure accurate spelling in your Issues For Dashboard Alerts use the number fields for the frequency of alerts and the duration of pop ups You can also choose to play a local sound file for alerts Click the Reset Window Positions button to reset all Windows to their default size and position OGIC 158 HDAuthority 9 0 User Manual Barocc Groups and Privileges Security gt Groups and Privileges Help Desk Authority s security is structured around user Groups users in a Group are all granted the same privileges for access to specific functions of Help Desk Authority A user can be a member of m
205. pany Company Select the Company name from the Company drop down menu Click the OK button SCRIPTAI A QUEST SOFTWARE COMPANY 203 HDAuthority 9 0 User Manual Select Asset Type Window Reports used in e Assets by Type E Select Asset Type asset Types i Select the Asset type from the Asset types drop down menu Click the OK button Select Categories Window Reports used in e Application Installation Checklist SelectCatepories Select Application Categories to include in the Report Available Categories Selected Categories Scriptlogic Products gt OK Cancel Select the application categories you would like to use in the Report by moving them from the Available Categories list to the Selected Categories list using the arrow buttons Click the OK button 204 HDAuthority 9 0 User Manual EETaLOGKC A QUEST SOFTWARE COMPANY Select Audits Window Reports used in e Change Tracking Select Audits Audits Emit eee From the Audits drop down menu select either First and Latest or Most Recent Two Click the OK button Hotfix Report Configuration Window Reports used in e Hotfixes Hotfix Report Configuration re Select KE articles to include inthe report 1 Select operating systems to include inthe report Microsoft Windows Server 2008 E Microsoft Windows vista Busines Show Computers withthe selected hotfixes Missing r Can
206. r Asset Types On site visit Asset Manufacturers Part ordered Asset Vendors Remote support session Asset Templates Reguester Note a E Issue Management Technician Note b Statuses Issue Types Priority Mapping 4 Ai Configuration System Options Message Board Email Templates Products gt Support Contracts Holidays Operating Hours 4 Customization Custom Fields Customize Window Layouts List Layouts 4 gf Security Users Groups and Privileges 2 Inthe Activity Type field enter a descriptive name for the new Activity Type This field is required 3 A cost must be defined for your new Activity Type You have three choices 4 No Cost Check this radio button if there will be no cost associated with the Activity Type 5 Cost Per Incident Check this radio button if there will be one fixed cost per occurrence of this Activity Type Enter this cost in the text field provided 6 Cost Per Time Spent Check this radio button if the cost associated with this Activity Type will be based upon the time spent performing the Activity Enter a cost in the text field provided then specify that cost by entering a number in the Days Hours or Minutes text fields For example if you will be basing the cost on a rate of 25 hour enter 25 in the Cost Per Time Spent field then enter 1 in the Hours field 7 You can also round the charge for actual time spent with the d
207. r Specialist C Skill Level A Internet et Network Intermediat cecil _ Remove i Time Sensitive yt Software i Telephone 155 HDAuthority 9 0 User Manual Specialist A QUEST SOFTWARE COMPANY To assign a skill to a user 1 Select a skill from the cascading list on the left The skill will then appear in the Category field on the right 2 From the Skill Level drop down menu select the skill level that applies to the chosen skill 3 Click the Add button The skill and skill level will now appear in the skills list on the lower right side of the window 4 To edit a skill level select the skill from the assigned skills list and click the Edit button This will open the Skill Edit window Select the new skill level from the Skill Level drop down menu then click the OK button 5 To remove a skill from the user select the skill in the assigned skills list and click the Remove button This will open the User Setup Add window Click the OK button To Edit a User 1 Select the user you wish to edit from the User list 2 Click the Edit button This will open the User Setup Edit window which is identical to the User Setup Add window 3 Make any changes necessary then click the OK button To Delete a User 1 Select the user you wish to delete from the User list 2 Click the Delete button This will open the Users pop up window 3 Click the OK button The user will
208. r inventory procedures can be expanded with HDAsset ScriptLogic s computer inventory application It will automatically perform network scans and computer audits of hardware software peripherals components and system information If you are an HDAsset user you can automatically generate comprehensive Asset lists Assets can always be added manually but if you have a large number of Assets that you want to track we recommend that you import them via HDAsset Asset Types Asset Management gt Asset Types Before creating Asset records you should first decide how your Assets should be categorized These categories are defined by setting up Asset types The categories can be as broad as Hardware and Software or as specific as Laser Printers Inkjet Printers CD Label Printers etc Once Asset types have been determined you can create them in Helo Desk Authority If you are unsure of the Asset types you want to create you can edit or delete them at a later time For HDAsset users Asset types are typically a breakdown of PCs and Servers that you are auditing such as Desktop Laptop Server etc Assets in HDAsset will have an Asset type of Audited by HDAsset Likewise your Asset types may also incorporate Assets that are not auditable through HDAsset but are part of your Company inventory such as phones or handheld devices lt is important to note that each Asset must be assigned an Asset type Therefore you
209. r the selection criteria This enables a new search Sit LOGIC 1 9 HD Authority 9 O User Manual A QUEST SOFTWARE COMPANY After you select the desired record it can be edited or deleted by clicking the Edit button or the Delete button To create a new record click the Add button if one is available most management screens Help Desk Authority will display a data input form like the Requester Add window shown below rs Requester Add Requester Name Inactive L ee r To Va Ta Ta Tr amp General Custom Fields amp HDAccess G Attachments Y Contracts Products Requester Code Location Name Title Department Primary Phone Address 1 Secondary Phone Address 2 Mobile Number City Fax Number State Province Email TT Postal Code Country Issue History So Comments I All required fields are flagged with a red asterisk Upon completion of the data entry form click the OK button The record will be saved and you will be returned to the previous screen Siti LOGIC 20 HDAuthority 9 0 User Manual Ea TdLosic Selection Lists Certain Help Desk Authority windows allow the selection of multiple items For example e The groups and Privileges window allows for the selection of multiple privileges to be permitted for a group and multiple Users can be assigned to that group e The Linked Products tab in the Contracts window a
210. rack Software Corporation Issue Templates X Track Purchasing X Track Software Corporation Issue Activities X Track QA Track Software Corporation an leave Categories lok Sales E E on Issue Sub Statuses gt lssue Types Priority Mapping Fi Configuration System Options Message Board Email Templates Products Support Contracts Holidays Operating Hours Customization Custom Fields E Customize Window Layouts List Layouts g Security Users Groups and Privileges Show inactive products Searching Products To search for a product do one of the following 1 Enter the name of the Product you are searching for in the Product Name field or enter the name of the Manufacturer in the Manufacturer field To narrow your search you can enter a value in both of these fields 2 Click the Search button OR 1 Without entering data into the Product Name or Manufacturer fields simply click the Search button This will present the entire Product list 131 HDAuthority 9 0 User Manual Ea TdLosic Adding Editing and Deleting a Product To add a Product 1 Click the Add button This will open the Product Add window Select the General tab Enter the name of the Product in the Product Name field This field is required Enter the Manufacturer name in the Manufacturer field This field is required In the KB Location field enter the URL of the Knowledge Base artic
211. retary Desktop JN Sony Desktop MP Sony Desktop PN Sony Desktop RO Sanu Natehank AR 4 mI Asset Tag HP Printer HP Printer Requester Company Location Preview False False False False False Falee Asset Type Part Number Manufacturer Model Date Purchased 6367 2437 9697 4143 8160 6853 6017 2425 8428 7724 2584 2873 5801 0172 4258 2664 1408 3737 85675 76372 69724 86370 378 292 224 669 196 017 76 items total Desktop Computer 1 15 1921 10 19 12 PM Show 100 a 1 15 1921 10 19 PM 1 16 1921 2 38 AM 1 16 1921 2 38 AM 1 15 1921 6 57 PM 1 15 1921 6 57 PM 1 13 1921 8 24 AM 1 13 1921 8 24 AM 1 13 1921 9 07 AM 1 13 1921 9 07 AM 1 15 1921 7 55 PM 1 15 1921 7 55 PM 1 15 1921 7 55 PM 1 15 1921 7 55 PM 1 14 1991 7 1 PM Per Page fea A QUEST SOFTWARE COMPANY era 7 canes Faia eo 7153 Comments Date Purchased o as P Creating a New Asset The process for creating a new Asset is quite a bit different than creating a new Issue 1 Click the aad button This will open the Asset Types window displaying all known Asset Types 1 Asset Types Please select an Asset Type for the new asset Asset Type Desktop Computer Fax Machine Firewall Keyboards Notebook Computer Phone Printer 2 Select the Asset Type for the new Asset and click the Select button This will open the Asset Add window shown below Asset Add 750
212. review the article in HTML This is how it would look online in HDAccess aTALOGIC 227 HDAuthority 9 0 User Manual A QUEST SOFTWARE COMPANY The next five fields will be automatically populated if the article is being created from an Issue and if the Issue contains the information You can also enter text or HTML into these fields If you are using HDAccess and you would like to grant your customers the ability to view Knowledge Base ACES online HTML provides a more user friendly view To open a WYSIWYG HTML editor click the icon under the heading Also clicking on the field name will open a much larger text area in a new window Some users find this environment easier to work with when writing Knowledge Base Articles If you would like to spell check your articles click the Pa Icon In the Title field enter the title of the Article This is a required field In the Description field enter a detailed description of the Issue or problem In the Cause field enter the factors that caused the problem In the Resolution field enter the steps taken to resolve the problem In the URLs field enter any URLs containing relevant information to the Issue The Details Tab The Details tab contains more detailed information regarding the Article lt Knowledge Base Maintenance ails Related Articles Self Service Statistics _ Created User Admin Last Used Date Created Date APO 105143 aM Read Count Changed User
213. ring Issues with similar information The repetitive data will be automatically duplicated each time the Issue Template is used When defining an Issue Template the following Issue fields can be duplicated e Priority e Category e Issue Type e Assigned Group e Assigned User e Summary e Description e Resolution After your Issue Template has been defined you can instruct Help Desk Authority to automatically create Issues using the template according to a schedule that you define This is done via Help Desk Authority s Recurring Issue feature Recurring Issues allow you to define an Issue that will recur at a specified time interval The most common applications of this feature involve routine maintenance tasks that would be performed on a daily weekly or monthly basis For example the Information Systems department may define a Recurring Issue to backup databases on a weekly basis A Recurring Issue is an Issue Template that runs on a user defined schedule This schedule tells Help Desk Authority when and how often to create an Issue using the Issue Template to populate the Issue fields EaTRLOGIC 101 HDAuthority 9 0 User Manual A QUEST SOFTWARE COMPANY Defining Users for Creating Recurring Issues Help Desk Authority has the ability to create templates for Issues that recur automatically explained later in this section These issues can be automatically generated and assigned to certain individual users When a us
214. rop down menu to the right of the Cost Per Time Spent fields 106 HDAuthority 9 0 User Manual A QUEST SOFTWARE COMPANY 10 11 12 13 Once this Activity Type is used in an Issue making changes to it will potentially create confusion To avoid this check the check box labeled Prevent editing once this Activity is added to an Issue Check the Display on Note Tab checkbox if you would like the activity to be entered as a note also Check the Display on Note Tab checkbox if you would like the activity to be entered as a note also Click the OK button The new Activity Type will now appear in the Activity Type list If you would like to edit or even delete an Asset Template at any time use the Edit and Delete buttons in the Activity Type window Issue Categories Issue Management gt Issue Categories An Issue Category defines the general nature of an Issue In addition to defining categories you also have the option of creating sub categories where you may drill down as many levels as you like For example you may define a Category of Software Bug Under the Software Bug Category you may want to define sub categories of application names Creating an Issue Category 1 Click the Add button in the upper right corner of the window This will open the Issue Category Type Add window 2 Enter the name of your new Issue Category in the Category Name field 3 Click the OK button e
215. rosol Power Point installed on my PL aid LOGIC 222 HDAuthority 9 0 User Manual BaTaLocic The Preview Tab The Preview tab displays the Knowledge Base Article in HTML format just as it would appear in HDAccess From the Preview tab you can print the article by clicking the Print Article link You can also email the Article by clicking the Email Article button Near the bottom of the Preview tab is the Related Articles section If there are Related Articles listed you can select one to view by clicking on the name of the Article Knowledge Base Maintenance KB Article Related Articles P New employee needs network login privileges established DESCRIPTION Article ID KB102 CAUSE Review Date 1 31 2011 RESOLUTION Print Article URL DESCRIPTION Login privileges need to be reset for the new user by the end of the week CAUSE New employee RESOLUTION Login privileges granted by Admin URL http iwww_scriptlogic com products help desk authority datasheet Help Desk Authority _Enterprise_pdf Related Articles Email Article SCRIP 223 HDAuthority 9 0 User Manual Knowledge Base Configuration The Knowledge Base can be configured with several options that will make it a more effective tool for your business To configure the Knowledge Base click the KB Configuration link located above the Knowledge Base Article categories as shown below HELP DESK AUTHORITY Knowl
216. rs 6 If you would like to refine the results of the graph by Query check the Only include Issues found with the Query checkbox then select the Query from the drop down menu 7 Click the OK button when finished EaTALOGIC 212 HDAuthority 9 0 User Manual A QUEST SOFTWARE COMPANY The Define Gauge Widget Window There are two tabs in the Define Gauge widget window The first Gauge Settings is shown below 213 HDAuthority 9 0 User Manual i Define Gauge Widget Sele Title fo Gauge Settings Alert Settings f Predefined Query HDAuthority Query if Onlyinclude issues opened within the past day s Gauge Type Set warning levels Red Yellow ae Green 4 Cancel Enter the title you would like to use for the new widget in the Title field Using the radio buttons select between Predefined Query and HDAuthority Query then select the preferred Query for your results from the drop down menu To narrow your results by recent date check the Only include Issues opened within the past checkbox then select the number of days in the days numeric up down field In the Gauge Type section use the large drop down menu to select one of the 7 possible gauge types available for your widget In the Set warning levels section check the Set warning levels checkbox if you would like to set colored warning levels at certain intervals on your gauge If you choose this option continue with settin
217. rts and Search Index for users using the HDSearch module Introduction The Directories screen is shown below f Help Desk Autho D irectories In this step you can set the directory you will use to store your attachment files the directory for any custom reports and the search index directory if you are using HD Search a Undo Changes Attachments C Program Files ScriptLogic Corporation Help Desk AuthorifHDAuthority Attach Search Index C Program Files ScriptLogic Corporation Help Desk Authority HDAuthority index lca Reports C ReportsDir TT ne rd 3 g Yak Seayv ws Back Next gt gt Skip to Finish Siti LOGIC 26 HDAuthority 9 0 User Manual Ea TdLosic Instructions The first folder field is the storage location for any Attachments used in Help Desk Authority Any type of file or clipboard item can be attached to Requester Asset or Issue record as well as to Knowledge Base articles An attached file is automatically copied to the Help Desk Authority attachments directory The original file remains in the location from where it was retrieved Clipboard items are automatically assigned a filename and stored in the Attachments directory The Attachments directory may be included in the search index when using HDSearch This will provide access to all attached files Help Desk Authority s Query and Knowledge Base features only search the Help Desk Authority database of inform
218. rver SQL Server Software 2s Software Bugs Software Installations Software Upgrades Adding a Category To add a category or a sub category 1 Select Categories or another main category in the case of creating a sub category then click the P button This will open the Category Value window 2 Enter the name of the new category 3 Click the OK button The category will appear in the category list Editing a category To edit a category 1 Select the category you wish to edit 2 Click the B icon to open the Category Value window 3 Edit the category name 4 Click the OK button when finished Deleting a Category To delete a category 1 Select the category you wish to delete 2 Click the A icon 3 The category will be deleted without a prompt SCRIP 226 HDAuthority 9 0 User Manual Ac En QUEST SOFTWARE COMPANY Creating Editing and Deleting Knowledge Base Articles There are two ways to create a Knowledge Base article The first is from within an Issue If you would like to create a Knowledge Base article from an Issue click the D Add to KB icon on the Issue window toolbar This opens the Knowledge Base Maintenance window with all of the relevant information from the Issue already pre populated into the various fields and tabs in the Article The second method is by clicking the aad icon in the Knowledge Base toolbar This also opens the Knowledge Base Maintenance window but no fields are
219. s Customize window Layouts List Layouts gf Security Users Groups and Privileges 6 If you would like to edit or delete an Asset template at any time use the Edit and Delete buttons in the Asset Templates window 100 HDAuthority 9 0 User Manual A QUEST SOFTWARE COMPANY Issue Management Issues are items that are tracked from inception to closure Issues track information on reported incidents including e Who reported the Issue e To whom the Issue was assigned e The Issue category priority and status e The Assets involved e The actions taken toward the Issue s resolution e Time spent and associated costs Accurate Issue records will help you to optimize resolution time better manage your workloads and facilitate communication with your customers Help Desk Authority s Issue management enables you to e Link related Issues with dependencies Assets Vendors Manufacturers Requesters etc promoting easy and logical workflow e Route Issues to personnel based on group status and expertise using the skills based assignment feature e Apply your organization s hours of operation to accurately age and manage Issues e Link Issues to Products you support and Contracts you service Issue Templates Issue Management gt Issue Templates In Help Desk Authority you can define Issue Templates for Issues that occur frequently and contain common data You can then retrieve the template when ente
220. s Sales Affects User Affects Group Urgent 1 Urgent 1 Urgent High 1 Urgent Medium Ea TALOGIC 114 HDAuthority 9 0 User Manual A QUEST SOFTWARE COMPANY Configuration New in Help Desk Authority 9 0 is the Configuration window We ve taken many elements of the application that are configurable and put them into one handy window for easy navigation The items in the Configuration window are as follows System Options Includes the most common settings for the application such as time settings and management license information directory settings email set up field tracking and Issue reporting Message Board Create and manage Message board messages Email Templates Create and manage custom email templates Products Manage Products Support Contracts Create and manage support contracts Holidays Set and manage holidays Operating Hours Set and manage the operating hours of the help desk System Options Configuration gt System Options License Directories Email Settings Field Tracking Issue Ticket There are six different tabs in the System Options window They are General General settings such as Issue time spent Issue status change options set up options for HDAccess and Remote Management and Time Date format License Licensing information for the application including Requester and Company name as well as the current license key in use Directories
221. s for which people may request support and later track their issue history A Undo Changes Ww Import assets using HDAsset OR ENTER MANUALLY BELOW Name Microsoft SLX Server Asset Tag Model SLX55T Asset Type Firewall Computer Server l Serial Number 64526782 Add New Asset Asset Name Asset Type Serial Number 10 5 148 1 Switch 10 5 148 101 Unknown 10 5 148 102 Unknown 10 5 148 108 Unknown 10 5 148 111 Unknown 10 5 148 112 Unknown 10 5 148 113 Unknown Use the delete key to remove selected new assets or mark existing ones for deactivation BAao seeaaseayv The Add New Asset button has been clicked and the new Asset is now visible in the Asset list 41 HDAuthority 9 0 User Manual East Email Options The Email Options window enables you to configure preferences for sending email from Help Desk Authority Introduction Help Desk Authority is capable of automatically sending email to Requesters regarding Issues The set up is very similar to setting up an email client gt Help Desk Autho ity Setu Email Options In this step we will set up preferences for sending emails from Help Desk Authority You may use your Outlook composer or Help Desk Authority s built in composer using SMTP J Undo Changes Use Microsoft Outlook SMTP M SMTP Options SMTP Server Name a o Port Number 25 Use 55L Default port for sSMTP is 465 Email Address
222. s the selected Issue Next to the Issues toolbar are three drop down menus described below 162 HDAuthority 9 0 User Manual tea ren EaTRLOGIC COMPANY The List Layout Menu All Fields Default Tester Layout om Refresh Issue List Layouts This drop down menu allows you to choose which list layout to use In the example above you can choose from All Fields Default and a sample list layout called Tester Layout Select Refresh Issue List Layouts to make sure you have a complete list of all current Issue List Layout options The Favorite Query Menu A All Issues by Assigned User LY All Open Issues This drop down menu allows you to determine which Issues will appear in the Issue list The Export Menu This drop down menu allows you to choose a format for exporting an Issue View Separate Window Icon The E icon will break out the Issue List window into a separate window The Issues Filter Pane d The icon next to the drop down menus opens the Issues Filter Pane In the example below the option has been selected to show the filter The filter appears immediately above the Issue list Filter v Assigned User yi fin ad John Smith i Add Condition ees zl kahbe ER Apply Reset SCRIP 163 HDAuthority 9 0 User Manual From this view the current Query can be edited to suit your needs The controls are very similar to the Query window controls The i
223. screen You can search ona Requester using any criterion listed below or a combination of criteria to narrow your results if desired The search section of the Requesters screen is shown below Name 0 City PO Requester Code Pll State a Company Postal Code PO Email E Country C Primary Phone Note You may enter partial or full search criteria above 1 Enter any known values for the Requester you are attempting to locate 2 Click the Search button 3 If you need to reset the form use the Reset button at any time Example In the Company field Titan has been entered After clicking the Search button the results all Requesters connected to any Company with Titan in the name are visible in the results section of the window Administration amp Requester Management Reguesters Requester Name City Companies External Support Requester Code State Asset Ma ment nage CConoan frien Postal Code Asset Types Asset Manufacturers Email Country Asset Vendors Primary Phone Asset Templates Note You may enter partial or full search criteria above E Issue Management Issue Templates Requester Name CompanyName Email Issue Activities Issue Categories Issue Sub Statuses Issue Types Priority Mapping 2 Configuration System Options Message Board Email Templates Products Support Contracts Holidays Operating Hours Customiz
224. seeeeeeeeeeeeeeaes 243 SoftWare Master Product TaDle igsg cccracucocsiuoniocceecdenaierhasnerssucetsiounisectesdenigiemincerseucacsiouiacets 244 Microso ALOU ee A E E E E T 246 SE O E E E E E A E E E ncaundss 248 JELE DID Scere EE E EE E E E E E A E A EN 248 Running a Standard HDAccess Reportt ssessseeoenesssssssseeerssssssssserrresssssscererssssssseeereesssss 250 A Typical R pO esai E E S 251 TRER DORE Vie W MOOI Al eera r E EE A sees aeeds S 232 Chapter 11 PacketTrap Integration eeenessssssseeeeeessssssseseressssssssecressssssseesreessssssseseresssssssees 299 RE COMPAN 7 HDAuthority 9 0 User Manual Viewme Packet rap Informa ow seesinane E 256 Viewme the Network MaPSesere eri ciireco terra anneer rE EEE EEOSE EEE EETRI 239 8 HDAuthority 9 0 User Manual A QUEST SOFTWARE COMPANY Introduction Help Desk Authority keeps your support center running smoothly and efficiently by automating all aspects of Issue management Help Desk Authority offers maximum flexibility accessibility and scalability required for fast paced support operations How To Use This Manual This manual is intended as both a guide to using Help Desk Authority and a reference to any issues or questions you might have regarding the application Detailed step by step instructions for all tasks will be provided along with screen shots for each step There are also several important notifications throughout this manual Notes will
225. ser Manual A QUEST SOFTWARE COMPANY Query Building Building Queries can be simple or complex depending upon your needs Building a Query is not always intuitive especially if you have no database experience Help Desk Authority has simplified the process to allow even a beginning user to develop a wide range of queries without regard to complexity In this section we will cover the concepts you should be familiar with to build any Query you desire Query Elements There are various elements to queries that will help you understand how they are built and how the different elements interact The first element is the operand The operand is the condition or element in the case of Help Desk Authority the operand is usually a field that is to be the subject of a comparison in order to produce a subset of data In Helo Desk Authority some common operands are Issue No Status Contract Asset Requester and Impact The second and related element is the operator The operator is the element that defines the comparison In Query building some common operators are Equals Is Greater Than Is Less Than Is In and Is Between These would be considered primary operators There are also secondary operators that are used when comparing two or more conditions Examples of secondary operators would be Or And and Not Example 1 A simple Query condition Operators Conditions ite v fissue No v ills Greater Than zr all Oper
226. set this Asset type to inactive You can always activate it later Siti LOGIC 93 HDAuthority 9 0 User Manual Ea TdLosic 3 If you would like to add Custom Fields to this new Asset Type click the Add link as shown below Note that your new Asset Type must be saved before adding Custom Fields To save your Asset Type before adding Custom Fields click the OK button then re open the new Asset Type using the Edit button in the Asset Types window shown above This will open the Custom Field Add Asset Type window Complete the appropriate fields to set up the custom field and click the OK button i Asset Type Edit Asset Type Asset Type Keyboards inactive The following Custom M Custom Fields Add Edit Column Name Column Type Column Name Column Length Column Label Default Value Required C Yes Ho Selection Table f Selection List Values Inactive Once the Asset Type is complete click the OK button The Asset will now appear in the Assets list in the Asset Types window Note that custom fields in an Asset Type can also be edited or deleted using the Edit and Delete links in the Asset Type Edit window If you would like to edit or even delete an Asset Type at any time use the Edit and Delete buttons in the Asset Types window If you are attempting to delete an Asset Type th
227. sk will be placed next to the field in the window denoting the requirement The record will not be saved unless all required fields have been completed Asset Asset Company Text Box Width 296 Height 20 Tab Sequence 99 Text Alignment e The Position Tab This tab includes several fields relating to the size position and alignment of the field The X and Y fields are the coordinates of the field in the window These can be changed for precise positioning The Width and Height fields give the exact dimensions of the field These can also be changed to alter the size of the field The Tab Sequence field displays the numeric value that determines the order of selection when the Tab key is used to move between fields For example the first field in the window will usually have a Tab Sequence value of 1 When the Tab key is pressed the cursor will jump to the field with the next highest Tab Sequence value The default value is 99 and it can be changed to move the item up higher in the Tab sequence if desired The Text Alignment field displays the alignment setting for the field The possible values are Left Right and Center EaTALOGIC 146 HDAuthority 9 0 User Manual A QUEST SOFTWARE COMPANY ta Asset Asset Company Text Box Font Pointer Font Arial 25 Point Font Style Regular Help Desk Authority Change Font Background e The Font Tab The first section of this tab displ
228. sktop Computer HP Printer Part Number Manufacturer Model Location Date Purchased 1 15 1921 10 19 12 PM Preview Creating a New Asset The process for creating a new Asset is quite a bit different than creating a new Issue 1 Click the aaa button This will open the Asset Types window displaying all known Asset Types Asset Types Please select an Asset Type for the new asset Asset Type Desktop Computer Fax Machine Firewall keyboards Notebook Computer Phone Printer 180 HD Authority 9 0 User Manual A QUEST SOFTWARE COMPANY 2 Select the Asset Type for the new Asset and click the Select button This will open the Asset Add window shown below Asset Add ra Troubleshoot ga view Snapshot Asset Hame Steve s PC Asset Owner Requester r Asset Type Desktop Computer Requester Hame Steve Winfield ea 3 P GART AssetTag 44585 Company Name uci a Issue History Location Name lt ingta Department Inactive o ee O Manufacturer Name Y Vendor Hame Model Y Date Purchased Serial Number Price Part No PO Number Entry Method 3 Enter the name of the Asset in the Asset Name field 4 The Asset Type field will already be completed from the prior step This field is required 5 Enter any Asset tag information in the Asset Tag field 6 If this is a new Issue you can ignore the Issue History field 7 From the drop down me
229. ssue Management Issue Templates Issue Activities Issue Categories Issue Sub Statuses Issue Types Priority Mapping 4 eB Configuration System Options Message Board Email Templates Products gt Support Contracts Holidays Operating Hours 4 Customization Custom Fields Customize Window Layouts List Layouts 4 gf Security Users Groups and Privileges Manufacturer Name Adobe Averatec Best Software Inc Brother Canon Casio Compaq Corel Dell Epson Hewlett Packard IBM Lexmark Microsoft Minolta Panasonic Ricoh Samsung Sharp Electronics Sony Toshiba Xerox 96 HDAuthority 9 0 User Manual A QUEST SOFTWARE COMPANY 1 Click the Add button This will open the Asset Manufacturer Add window amp Asset Manufacturer Add Manufacturer Manufacturer Name x inactive Manufacturer s Model Add Edit Delete 2 Enter the name of the Manufacturer and click the OK button 3 The new Manufacturer will appear in the Manufacturer Name list 4 Ifyou would like to edit or delete an Asset Manufacturer at any time use the Edit and Delete buttons in the Asset Manufacturers window 97 HDAuthority 9 0 User Manual East Asset Vendors Asset Management gt Asset Vendors Help Desk Authority gives you the capability of assigning Vendors to Assets In this way you are able to track and mainta
230. ssue Templates Issue Activities Issue Categories Issue Sub Statuses Issue Types Priority Mapping i Configuration System Options Message Board a Email Templates pS 5 Support Contracts Holidays Operating Hours Customization Custom Fields Customize Window Layouts List Layouts gf Security Users Groups and Privileges Categories Portal Access Products 0 Password Reset Edit Delete 5 If you would like to edit or delete an Issue Category at any time use the Edit and Delete buttons in the Issue Category window 108 HDAuthority 9 0 User Manual A QUEST SOFTWARE COMPANY Issue Sub Statuses Issue Management gt Issue Sub Statuses By default Helo Desk Authority is installed with four pre defined Issue Statuses Open Closed Pending Suspended These Issue Statuses cannot be changed but you are able to create Sub Statuses under each of these Issue Statuses You can name them anything you like to fit the operations of your help desk Below are some examples Status Possible Sub Statuses Research Assigned Call Back Pending Pending User Approval Waiting on customer Pending QA Action Creating an Issue Sub Status 1 In the Issue Status drop down menu choose the Issue Status under which your new Sub Status will fall Click the Add button in the upper right corner of the window This will open the Issue Sub Status
231. st create at least one Asset type For example if you choose not to categorize your Assets by type you can create one category called Asset and then assign this type to all Assets that you create The Asset Toolbar New Asset 2 Edit Asset E Delete Asset Template New Asset Add new Asset Opens the Asset Types window A Edit Asset Edit Asset Opens the Asset Edit window ED Scan Network Scans the entire network for Assets PS Template Asset Templates Opens the Asset Templates window Next to the Asset toolbar are two drop down menus described below E Delete Asset Delete Asset Deletes the selected Asset The List Layout Menu la All Columns ce Refresh Asset List Layouts This drop down menu allows you to choose which list layout to use In the example above the only available selection is All Columns Select Refresh Asset List Layouts to make sure you have a complete list of all current Asset List Layout options The Favorite Query Menu LY Basic Asset This drop down menu allows you to determine which Assets will appear in the Asset list View Separate Window Icon The E icon will break out the Asset List window into a separate window 177 HDAuthority 9 0 User Manual A QUEST SOFTWARE COMPANY The Asset Filter Pane The g icon next to the drop down menus opens the Asset Filter Pane button In the example below the option has been selected to show t
232. sue Templates Issue Activities Issue Categories Issue Sub Statuses Issue Types Priority Mapping 3 Automatically assign issue priorities based on impact and urgency Ai Configuration s Allow users to manually override priority settings System Options gt Message Board Affects Business Affects Group of Users Email Templates Products gt Support Contracts Holidays Medium Operating Hours Customization Custom Fields Customize Window Layouts List Layouts gf Security gt Users Groups and Privileges Adding an Impact 1 Inthe Impacts text field enter the name of the new Impact then click the button 2 The Impact will now be visible in the Name column of the Impact list 4 Affects Production im Name Affects Business Affects Department Affects Sales Affects User Affects Group EaTALOGIC 111 HDAuthority 9 0 User Manual A QUEST SOFTWARE COMPANY You can delete the Impact by selecting it then clicking the button When prompted for confirmation click the Yes button To edit the Impact select it then click the button or simply double click the name of the Impact To change the order of your Impacts select one and use the or keys to arrange them Adding an Urgency 1 Inthe Urgencies text field enter the name of the new Urgency then click the button 2 The Urgency will now be visible in the Name column of the Urgency list
233. talled and Not Installed columns are hyperlinks Click on an entry in one of these columns to display the linked information The numbers in the Installed Not Installed columns represent numbers of computers Clicking on one of these numbers will open the Computer List window that will display a list of computers where a particular Hotfix has or has not been installed 246 HDAuthority 9 0 User Manual A QUEST SOFTWARE COMPANY Clicking on a designator in the Article ID column will launch a web browser to display the relevant Microsoft Knowledge Base article from Microsoft s Help and Support website In the example below we have selected Article ID KB2158563 and the corresponding article has opened from the Microsoft website JIpgrade your Internet experience Microsoft S Support Home Solution Centers Advanced Search Buy Products September 2010 cumulative time zone update for Windows operating systems View products that this article applies to Expand all Collapse all Important This update supersedes and replaces update 981793 which was releasec 2010 This update also includes additional time zone changes that were signed in to update 981793 was created If you have already deployed update 981793 read the descriptions of the specific tin changes that are addressed in this article to determine whether you must deploy this immediately If systems are not directly affected you can schedule deployment at
234. te ranges are now inclusive of their start and end dates In previous versions of Help Desk Authority these dates were excluded from the range Also keep in mind that many Reports will be prompting you for additional information before running the selected Report In some cases this includes the option of setting an additional date range that is un related to Date Type date range option Neither of the two date ranges will override the other since they are referring to different elements of the Report 5 If available complete the Include Active Inactive Data drop down menu The selections are explained below All Data Include records with both an Active and an Inactive designation Active Data Only Include only those records with an Active designation Inactive Data Only Include only those records with an Inactive designation 6 Click the Run Report button Report Prompts Depending upon the Report that you choose to run Help Desk Authority may prompt you for additional information after clicking the Run Report button by opening certain windows for completion These windows will be detailed in this chapter EaTRLOGIC 194 HDAuthority 9 0 User Manual A QUEST SOFTWARE COMPANY Category Selection Window Report used in e Graph Average Issue Length by Category E Category Selection f Select Categories Available Categories Selected Categories Administration Dell Desktop Employee Le
235. th availahle annartinitir To narrow the list of Hotfixes displayed use the search fields in the top pane of the Microsoft Hotfix List window The two fields available for the search are Hotfix Name and Microsoft KB Article When searching using the Hotfix Name field any portion of the name can be entered as a search term For example searching on NET will return any Hotfix with NET as part of the Hotfix Name ES Microsoft Hotfix List Search Microsoft Hotfix Hotfix Name net Q Microsoft KB Article i Search Hotfix Name Article ID Installed Not Installed Microsoft NET Framework 1 1 Security Update KB2416447 M2416447 Microsoft NET Framework 1 1 Security Update KB979906 M979906 Microsoft NET Framework 1 1 Service Pack 1 KB867460 5967460 In a similar way entering a Knowledge Base Article ID or part of one will return that particular Knowledge Base article or articles displayed in a results grid similar to that shown in the example above Click the Reset button to reset the Hotfix Name and Microsoft KB Article text boxes This will also reset the Hotfix list to the default showing all hotfixes 247 HDAuthority 9 0 User Manual A QUEST SOFTWARE COMPANY Screen Savers The Screen Savers window lists the screen saver settings for each person who has logged onto the audited computer This window displays the screen saver name user profile password and timeout for these screen savers The t
236. the fields as outlined in the Creating a New Requester section previously covered then click the OK button 74 HDAuthority 9 0 User Manual East As shown below a single Requester is found in the Requesters tab This Requester is now linked to the new Company Company Edit 75 HD Authority 9 0 User Manual A QUEST SOFTWARE COMPANY The next tab in the Company Add window is the Locations tab Here you can add edit and delete Company locations We will cover each of these activities In our example below there is one location Company Add Company Name Frohman Sausage Company VG J T Petree en Custom Fields Q Requesters amp ns LocationName Address 1 Address 2 City State Province PostalCode Country Little Rock 2931 Wolfe Drive Little Rock AR 72201 USA First we will modify the location by clicking the Modify Button This opens the Location Edit window Location Edit Location Name tthe Rock Address 1 2931 Wolfe Drive Address 2 City Little Rock State Province aR Postal Code 72201 Country JUSA Inactive After the location has been edited click the OK button Siti LOGIC 76 HDAuthority 9 0 User Manual Ea TdLosic Next we will click the Add button and the Location Add window opens The Location Add window is exactly like the Location Edit window After adding a new location click the OK button In our example tw
237. the Asset from the Issue click the a Icon The remaining fields Tag Asset Type Manufacturer Owner and Model will most likely be populated from the information in the Assets window These fields cannot be edited To change the values in these fields open the Asset in the Asset window make the appropriate changes then click the OK button The Product Contract Tab The Product Contract tab allows you to attach a Product and or a Contract to the Issue You can also attach a note in the bottom section of the tab if necessary To attach a Product 1 In the Product section click the Product field label It is a link that will open the Select Product window You will be presented with a list of Products that are currently assigned to the Company or the Requester Highlight the Product you would like to attach to the Issue and click the Select button The Product will now appear in the Product field If a reference number and a PO number have been assigned to the product they will appear in the Reference No and PO No fields These fields cannot be edited Enter the version number in the Version field and the build number in the Build field if necessary To remove a product from the Issue click the a icon EaTRLOGIC 175 HDAuthority 9 0 User Manual A QUEST SOFTWARE COMPANY To attach a Contract 1 4 In the Contract section click the Contract field label It is a link that will open the Select Contract window
238. the Issue folders that will be visible in Help Desk Authority View ha Issue Folders gt Public Folders Private Folders There are two areas for selection e Public Folders e Private Folders From this menu you can choose to activate or de activate Public Folders and Private Folders in the Issue Folders portion of the Navigation pane This option is located in the sub menu under Issue Folders as shown above 22 HDAuthority 9 0 User Manual A QUEST SOFTWARE COMPANY Keyboard Shortcuts For users who prefer to use keyboard shortcuts over mouse clicks Help Desk Authority now enables you to pre define fifty eight different keyboard shortcuts to increase your productivity There are also several pre defined keyboard shortcuts To define keyboard shortcuts 1 Right click on the Toolbar and select Customize This will open the Customize window 2 Click the Keyboard button This will open the Customize Keyboard window Customize Keyboard Specify a Command Categories Commands All Commands Asset Change Database Change Password Configuration Wizard Contact Us Customer Feedback Delete Folder Specify a Shortcut Currently assignedto unassigned Description 3 Inthe Commands selection list select the command for which you would like to create a keyboard shortcut 4 Inthe Specify a Shortcut section drop down menu select the keyboard shortcut to associate with the selected command In the exampl
239. the documentation computers Create a Query to find all computers with an asset_Department value of Documentation Run the Computer Application Installation report and use this Query to check and see if each of the computers have the required applications installed 254 HDAuthority 9 0 User Manual A QUEST SOFTWARE COMPANY Chapter 11 PacketTrap Integration ScriptLogic s PacketTrap is a network management and application tool that allows you to Monitor the performance of routers hubs switches servers and applications in real time Capture traffic data for any device on your network Monitor the health of VMware ESX servers and monitor the health of guest Virtual Machines Provide advanced email and SMS alerts for devices including servers switches hubs routers and other network infrastructure gear Monitor the health of your VoIP system The integration of PacketT rap with Help Desk Authority allows you to synchronize the PacketTrap device database with your Help Desk Authority Asset database ScriptLogic PacketTrap continuously monitors network hardware resources and their metrics When PacketTrap detects a problem with a device it creates a device alert which in turn creates a new Issue ticket related to the device or Asset in Help Desk Authority HDAutoEscalate can be configured to look for tickets created for any particular type of Asset including PacketTrap Asset types Customized notifications are then used
240. the note and click the Edit button or double click the note itself Edit the note and click the OK button when finished To delete a note select the note from the list and click the Delete button In the confirmation pop up window click the OK button EaTRLOGIC 172 HDAuthority 9 0 User Manual A QUEST SOFTWARE COMPANY E Activity Note Edit Activity Type Caled Requester k Time Spent Days Hours Minutes Entered By User Helpdesk Administrator F 2 0 Activity Date Time 1 6 2077 9 47 57 AM Cost 600 00 W Billable Hote Called Steve Winfield to assist with SOL Server set up The Activity Tab To add an Activity to the Issue 1 Click the Add button This will open the Activity Note Add window 2 Select the activity type in the Activity Type drop down menu 3 Select the User applicable to the note in the Entered By User drop down menu 4 The Activity Date Time field will be automatically populated with the current date and time To override this you may select a date from the drop down calendar or simple enter a date and time into the field Help Desk Authority will convert your entry to the correct format of m d yyyy and hh mm ss AM PM 5 Inthe Time Spent section if applicable enter the time spent on this Activity by using the Days Hours and Minutes fields 6 If there is a cost associated with the activity the cost will appear in the Cost field Note that this only occurs if the cost is
241. thtanufacturer Delete Assethanutacturer Edit Assethlanufacturer Search Users not in Group Users in Group 10 Enter the Group name in the Group Name field This field is required Enter a description of the Group in the Description field This field is also required In the Select Windows Layouts section use the drop down menus to select your preferred window layout for Assets Companies Requesters and Issues In the Privileges section of the Groups tab you can select which privileges to allow or revoke for your new Group Select the privilege and use the arrow buttons to move it to the preferred list Allowed or Revoked In the Users section of the Groups tab select users from the Users not in Group list and move them to the Users in Group list using the arrow buttons Once your Group has been created click the OK button Once you have created several Groups they can be prioritized within the Group list The Group highest in the list will always take precedence over lower Groups Group priority is important when a user belongs to more than one Group To prioritize a Group select the Group and move it up or down in the Group list using the and buttons To edit a Group select the Group and click the Edit button This will open the Groups Edit window Make the edits to the Group then click the OK button To delete a Group select the Group and click the Delete button When prompted click the OK
242. ton A Hardware Details window will open to display the hardware details Ei HardwareDetails Hardware Type HESA Lea Manufacturer STANDARD DESKTOP MONITOR Model Defaut Monitor Capacity Revision Hardware Info 240 HDAuthority 9 0 User Manual Ea TdLosic Software Master The Software Master window is accessed from the HDAsset menu Software Master allows you to track all software applications installed on the audited computers in your enterprise It also enables you to manage licenses The Software Master details window is divided into two panels the software category tree and the software master Product table The Product table displays essential information regarding each individual software package including product details license and installation information H Software Master Details les Software All Software T Microsoft Products MICROSOFT NET FR 4 MICROSOFT NET FR 4 MICROSOFT APPLIC 4 MICROSOFT SOL SE 4 MICROSOFT SOL SE 9 MICROSOFT SALSE 9 MICROSOFT SOL SE 4 MICROSOFT SOL SE 9 MICROSOFT SOL SE W MICROSOFT SOL SE 4 MICROSOFT SALSE MICROSOFT SOL SE MICROSOFT SAL SE E MICROSOFT SOL SE 4 MICROSOFT SOL SE 4 MICROSOFT SOL SE 4 MICROSOFT SALSE 9 MICROSOFT SOL SE 9 MICROSOFT SOL SE 9 MICROSOFT SOL SE 4 MICROSOFT SOLSE 4 MICROSOFT SOLSE 4 MICROSOFT VISUAL fey MICROSOFT VISUAL MSXML 4 0 SP2 KB9 Fy SOL SERVER CUSTO E3 g Scriptlogic Products H Other Prod
243. tory Single Sign on for HDAccess HDAccess HDAccess Url Preview m Display Administrators Link on HDAccess Login Page Please choose aformatfor timestamp User Name Format Date Time Format Actin 212112011 12 39 46 PM 116 HDAuthority 9 0 User Manual A QUEST SOFTWARE COMPANY The first section of the General tab is Time spent for an Issue will be determined by these options You have three options Issue Time Issue time is a field in the Issue window It represents the total time spent on Entered an Issue This option can be used in lieu of Activity time The Issue timer with this option will appear like this Lz 000 00 02 39 Total Activity As Activities are entered each one will have a time assigned to it by the user Time sum of all Using this option totals the time entered for all Activities The Issue timer with Activities entered this option will appear like this G gt 001 05 o0 Sum of Issue This option will use the sum of both Issue time entered and total Activity time Time and Activity The Issue timer with this option will look like this Time Lz 000 03 oe 00 SB Zp 002 8 0 The next section of the General tab is a list of checkboxes all of which are covered below Start the Issue timer automatically Starts the Issue timer whenever a new Issue is when creating a new Issue opened When the Status of an Issue changes If an Issue Status is chang
244. tsburgh Date Purchased 1 5921 6 57 36 PM Preview You can toggle the preview pane on and off by clicking the 2 icon at the bottom of the page Turning off the preview pane will allow you to view more Assets in the Asset list Below is an example where the preview pane is hidden You can un hide the preview pane by clicking the oe icon at the bottom of the page EaTALOGIC 179 HDAuthority 9 0 User Manual A QUEST SOFTWARE COMPANY File View Tools Setup Modules Help G New Issue Open Issue Reports Query MessageBoard Q HDAsset a Administration gP HDServerModules J s1360 Tools HELP Desk AUTHORITY New Asset 2 EsitAsset Delete Asset amp Template amp Print Assets Konica Laser Printer HP Scanner Canon Printer Ist Floor False 6367 2437 9697 1 16 1921 2 3 Canon Printer 2nd Floor False 4143 8160 6853 1 16 1921 2 3 Canon Printer 3rd Floor False 6017 2425 8428 1 15 1921 6 5 Canon Printer 4th Floor False 7724 2584 2873 1 15 1921 6 5 HP Printer 1st Floor False 5801 0172 4258 1 13 1921 8 2 HP Printer 2nd Floor False 2664 1408 3737 1 13 1921 8 2 HP Desktop Receptionist False 85675 76372 1 13 1921 9 0 HP Desktop Secretary False 69724 86370 1 13 1921 9 0 Sony Desktop JN False 378 292 1 15 1921 7 5 Sony Desktop MP False 224 669 1 15 1921 7 5 Sony Desktop PN False 196 017 1 15 1921 7 5 a 76 items total Show 100 Per Page Go bd Default 1 Private B Default HP Printer Asset Type De
245. ttachments Search Index and Reports Attachments Ic Program Files ScriptLogic Corporation Help Desk Authority Attach UNC Path Search Index ic Program FilesScriptLogic Corporation Help Desk Authority index Pr UNC Path Reports C ReportsDir UNC Path Please select shared folders on a common network drive so that all Help Desk Authority users may properly access them For each of the three fields browse to the folder location that you would like to use When finished click the Save button The Email Settings Tab The Email Settings tab contains the fields for configuring your email with Help Desk Authority Use Microsoft Outlook Route Outgoing Email Through HDMail SMTP Allow HDMailto Add Cc Addresses as Subscribers When Processing Incoming Emails C SMTP Options SMTP Server Name beooao o Oooo o Port Number J Use SSL Default sSMTP port is 465 Email Address 9 Email Display Name My Server Requires Authentication User Name SS Password pe E Skip Attachments while forwarding an issue by email Default Email Template lt Defauit gt l 1 Select either the Use Microsoft Outlook or SMTP radio buttons depending on your preferred configuration Note that if you choose SMTP the SMTP options will need to be completed and if you choose Outlook those fields are locked 2 If you would like to route your outgoing email through HDMail check the Route Outgoing Email
246. u select a category that contains sub categories all of the software packages in the selected category and all of its subcategories are displayed The License Awareness Column The License Awareness column is important in tracking the total number of computers licensed to use a particular software package HDAsset maintains this count by summing the number of License Awareness instances set to Yes To modify the value of the License Awareness value for given software package 1 Double click the name of a software application in the Product table This will open the Software Detail window 2 Check the License Aware check box 3 Click the OK button 5 Software Detail Software MICROSOFT SQL SERVER 2008 COMMON FILES Software Properties Product Manufacturer MICROSOFT CORPORATION Product Name MICROSOFT SQL SERVER 2008 COMMON FILES Product Version 10 0 1 600 22 lv License Aware 244 HDAuthority 9 0 User Manual Ea TdLosic The Installed Column The entries in the Installed column are links Click the number value in this column to open the Computer List window Double click on a computer in the list or select the computer and click the View button to open the Asset Edit window for the computer Computer List Computers where Software MICROSOFT APPLICATION ERROR REPORTING is installed Requester Hame OperatingSyste LastAudit Date Microsoft windo 3 12 2009 9 46 End User blicrosoft Windo 3 2 2011
247. ucts Product Manufachre Product Name Froduct Yersin License Group LicenseAwa Installed A A A A Al MICROSOFT COA MICROSOFT WIS0 3030729 Ho Adding Updating and Deleting a Category You can create a custom category tree by adding and deleting categories sub categories and license groups To add a category to the root or a sub category to a category 1 Right click on the root or category and select Add Category 2 Anew folder will appear with a blinking cursor inside the name field Enter the name of the category and hit Enter 3 To edit a category name right click the category and select Update Category Name then follow Step 2 above 4 To delete a category right click on the category and select Delete Category OGIC 241 HDAuthority 9 0 User Manual A QUEST SOFTWARE COMPANY Adding Updating and Deleting a License Group You may find it a useful practice to create license groups to software categories in order to better manage your licenses To add a license group to a category 1 Right click the category name 2 Select Add License Group This will open the Software License Group window Software License Group License Group Name Cranberry Office License Count 20 Enter the name for the new license group in the License Group Name field Enter the license count in the License Count field Click the OK button To update the name of the group or the license count right click the
248. umber Add New Asset Asset Name Asset Type Serial Number 10 5 148 1 Switch 10 5 148 101 10 5 146 102 10 5 148 108 10 5 148 111 410 5 148 112 10 5 148 113 Use the delete key fo remove selected new assets or mark existing ones for deactivation aa 6 av Next gt gt Skip to Finish 40 HD Authority 9 0 User Manual A QUEST SOFTWARE COMPANY Instructions To add an Asset follow the instructions below 1 Enter the name of the Asset in the Name field required 2 Select the Asset Type from the Asset Type drop down menu required 3 Enter the Asset tag information in the Asset Tag field An Asset tag can be any information about the Asset such as a model number or a style type 4 Enter the serial number of the Asset in the Serial Number field if applicable Click the Add New Asset button 6 If you would like to import multiple Assets using HDAsset click on the Import Assets Using HDAsset link 7 Click the Next button when finished to continue with the wizard or click the Skip to Finish button to jump to the closing screen of the wizard 8 The Undo Changes button can be used at any time to clear all the fields on this screen pi Example The Name Asset Tag Asset type and Serial Number fields have been completed with the information regarding the new Asset Help Desk Authority Se Assets in this step we will enter assets Asset records allow you to keep track of information about item
249. unch the Help Desk Authority Reports window In this window predefined public and private reports can be run and report categories can be created 248 HDAuthority 9 0 User Manual COMPANY E Reports Report Functions ssues Issues Graphical Run Report lssues Statistical Assets ComparyARequester Contracts HD Asset Reports A Application Installation Checklist T Application Installation List Crystal Report T Application License Usage Functions T Change Tracking T Computer Application List gt Computer Hardware List T Computer Summary Report 5 Graph Application Installations by Manufacturer T Graph Computers by Assignment fs Hardware Installation List kes Hotfixes gt Screen Savers Knowledge Bate Master Table Reports mE E E OHHH Select lssues Date Type a By Query All Data Find C By Status All Data Include Active Inactive Data il aff A207 Jri 249 HD Authority 9 0 User Manual A QUEST SOFTWARE COMPANY The standard HDAsset reports are available in the HDAsset Reports category of the Public folder in the Reports directory tree The standard HDAsset reports as of this writing are described in the following table Additional standard HDAsset reports may be added as necessary Report Description Application Installation Creates a list of all the software products contained in the selected Checklist categories that are not contained in computers inc
250. upport Requester Code 0 State P As Company Postal Code P Asset Types Asset Manufacturers Email Country Asset Vendors Primary Phone P Asset Templates Note You may enter partial or full search criteria above a Issue Management Issue Templates Requester Name CompanyName Email Issue Activities Issue Categories Issue Sub Statuses Issue Types Priority Mapping Configuration System Options Message Board Email Templates Products Support Contracts Holidays Operating Hours ig Customization Custom Fields Title Company Name Customize Window Layouts 9 TA EREE Email Department Pi Saai Fax Number Location Name Requester Name Requester Code oO Users 9 Preview Groups and Privileges A significant change from Help Desk Authority version 8 3 to version 9 0 is the introduction of the Administration task Group located in the Administration window A detailed explanation can be found in The Administration chapter At this point you can perform several tasks e Enter the selection criteria and then click the Search button to retrieve the records meeting those criteria e Enter a specific name and then click the Search button to retrieve one record in particular e Click on the Search button to display all records in a table format Then scroll through the list and double click on any record for selection e Click the Reset button to clea
251. values Check the Selection Table checkbox Click the Add button This will open the Custom Field Value window Click the OK button a b c Enter the value for the selection in the Value field d e Repeat steps b d for each additional value In the Default Value field enter a default value that will be displayed if any in the field If the field will be a direct entry field enter the value If the field will be a drop down menu select the default value from the Default Value drop down menu When the custom field has been created click the OK button The custom field will now be displayed in the custom fields list under the appropriate Custom Fields For category To edit a custom field double click the field you wish to edit or select the field and click the Edit button This will open the custom field Edit window Make the edits and click the OK button Note that you cannot edit the Column Name Column Type or Column Length fields because these are actually changes taking place in the database You can change the Column Label Default Value and Selection List Value fields To delete a custom field select the custom field and click the Delete button To move custom fields up or down in the custom fields list use the and buttons to the right of the list SaTALOGK WARE COMPANY Customize Window Layouts Customization gt Customize Window Layouts In addition to customizing fields for data entry and definin
252. w 52 HDAuthority 9 0 User Manual Email Domain Main Phone vandalyind com 005 364 6669 608 562 3564 Pid A QUEST SOFTWARE COMPANY The Company will now be attached to the new Requester and the Company information fields will be automatically populated with the existing Company information as shown below To clear the Company information fields click the a t Requester Add Requester Name art vandalay Inactive p T a i7 p GY General gt Custom Fields f HDAccess G Attachments 5 Contracts Products Company Name i VYandalay Industries a Requester Code C Location Name Las Vegas o l Title FO Department Lo Primary Phone E l Address 1 36563 Flamingo Drive Secondary Phone PO Address 2 Mobile Number oo City Las Vegas FaxNumber State Province Inv Email Ee Postal Code eat 09 Country usa Issue History e i amp S Comments rs 4 Ifthe new Requester is part of a Company department select the department name in the Department drop down menu 5 Enter the Requester code in the Requester Code field The Requester code should follow your organization s guidelines for Requester codes if they are available 6 Enter the title of the Requester in the Title field For example VP of Sales 7 Enter the primary phone number in the Primary Phone field 8 Enter the secondary phone number in the Secondary Phone field 9 Enter t
253. w Icon The E icon will break out the Asset List window into a separate window The Asset Filter Pane The icon next to the drop down menus opens the Asset Filter Pane button In the example below the option has been selected to show the filter The filter appears immediately above the Asset list Filter v Assigned User yi fin z John Smith R Add Condition z osha Bat apply Reset From this view the current Query can be edited to suit your needs The controls are very similar to the Query window controls The i button will remove the selected conditions from the Query The Q Se button will add a new condition to the Query The Apply button will apply the changes you have made to the existing Query The Reset button will remove all conditions from the Query SCRIP 233 HDAuthority 9 0 User Manual The Asset List Grid The Asset list grid is the main area of the window when Assets is selected in the Navigation Pane The Asset list grid lists all Assets matching the criteria of the current Asset list layout You can display as much or as little information in the Assets List as you like by customizing Asset list layouts in the Administration window as discussed in the previous chapter The example below shows the default All Fields Notice the horizontal scroll bar at the bottom of the grid Sliding the scroll bar to the right will reveal much more data than is shown in the current view
254. window then System Options under the Configuration heading as shown below 207 HDAuthority 9 0 User Manual Ea TdLosic a amp 2 System Options Field Tracking Issue Ticket Attachments C Program Files ScriptLogic Corporation Help Desk Authority Common Folder Attach amsn Search Index C Program Files ScriptLogic Corporation Help Desk Authority Common Folder indexes amas Reports CAReportsDir ansa Please select shared folders on a common network drive so that all Help Desk Authority users may property access them Holidays Operating E Customization Custom Fie Users Groups and Privileges Adding a Custom Report To add a Custom Report to the list of Reports 1 Click the Add button in the Crystal Report functions section of the Reports window 2 Browse to the location of the report you wish to add The report can be located anywhere A copy of this report will be moved to the folder you specified when you configured the Reports folder 3 Select the Report you wish to add and click the Open button This will open the Add Report window shown below S Add Report Crystal Report Super Report rot port Descripbon Super Report 1 4 Enter a description for the custom Report in the Description field This description will appear in the Custom Reports list 5 Click the OK button The custom Report will now appear in the list under Custom Reports i
255. y VG 2 Li Ver Tr tee or E Custom Fields A Requesters PA Departments 94 Contracts K oducts Product Name Reference No PO No id LOGIC 81 HDAuthority 9 0 User Manual Ea TdLosic 2 Select a product from the Product List drop down menu as shown below required Company Product Add Product List s Product Name Dell Keyboard X Track CS Manufacturer X Track Financial X Track HR Product information _ Track Purchasing X Track QA X Track Sales Manufacturer Information Reference No PO No Commerts Inactive 3 The Product Name Manufacturer Product information and Manufacturer Information fields will be automatically populated with the product data Enter a reference number in the Reference No field if needed Enter a purchase order number in the PO No field if needed Enter any comments in the Comments field Click the OK button when finished The Product is now linked to the Company a P A A Product in the list can be edited or deleted by clicking on the product to highlight it and then using the Edit button opens the Requester Product Edit window or the Delete button TA TALOGIC 82 HDAuthority 9 0 User Manual East The Asset tab is the next tab in the Company Add window This tab is where you will assign Assets to an individual customer Company Edit Company Name Frohman Sausage Company k Inactive Custom Fields BA Departments Y

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