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Help Desk Authority 9.0 - User Manual for Web

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1. 11 Help Desk Authority for Web 9 0 User Manual A QUEST SOFTWARE COMPANY The Issue Asset List 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 Options Issue No Requester Location Priority l Received Date 1 Adam Cox Incident Kansas City High 3 13 2010 11 07 35 AM My anti virus has expired on my laptop a 3 Adam Cox Incident Kansas City High 3 13 2010 11 10 14 AM New Employee needs Network Login Privilege B 9 Henry Canova Service Request Kansas City Medium 1 5 2011 11 21 54 AM I need Power Point installed on my PC to con a 10 Walter Cobb Service Request Kansas City High 1 5 2011 11 30 36 AM Unable to import excel files into the accountir 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 Data Entry The data entry windows in Help Desk Authority for Web 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 for Web data entry forms are accessed through the Administration window accessed via the Admin icon in the Toolbar When you select a command a selection window is p
2. a Company E Requester 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 button Click the OK button 133 Help Desk Authority for Web 9 0 User Manual A QUEST SOFTWARE COMPANY Select Deleted Issues To Be Reported Window Reports used in Deleted Issues e Select Deleted Issues To Be Reported Mozilla Firefox 20000000 http sl pa 220wcfA hdweb Reports SelectReportActwity Types aspx ReportDesc RptDeletedlssuesSkReportld 108 Select Deleted Issues To Be Reported Available Users Helpdesk Administrator John Smith Mary Jones lorgio oprejwelu Deleted Between 1120111 lell 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 Select Issue Type Window Reports used in e Due Dates by Company e Due Dates by Group El Select Issue Type Mozilla Firefox J http sl pa 22vwcfl hdweb Reports SelectissueType 77 Select Issue Type All Issues Select the Issue type from the Issue Type drop down me
3. a Clicking the Add button opens the New Custom Field window Enter the column name for the field in the Column Name field Select the column type from the Column Type drop down menu Enter the column length in the Column Length field Enter the label for the column in the Column Label field gt Oo 29 5 checkbox 44 Help Desk Authority for Web 9 0 User Manual A Qi Click the Yes or No radio button depending upon if the field is required or not If the field will be a selection table drop down menu check the Selection Table aa LOGIC JEST SOFTWARE COMPANY g To determine values for the selection table click the Add button This will open the Custom Field Value window a al Custom Field Value Mozilla Firefox xX a http sl pa 22vwefl hdweb setup Customfields frrr T Custom Field Value Value 2TB Fl Inactive h Enter a selection value in the Value field and click the Save button i Repeat the above step for each entry in the selection table j Click the Save button in the New Custom Field window when finished 45 Help Desk Authority for Web 9 0 User Manual A QUEST SOFTWARE COMPANY Asset Manufacturers When tracking and auditing Assets it is important to know who manufactures them Help Desk Authority for Web 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
4. 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 The Asset tab is the next tab in the Requester Add window This tab is where you will assign Assets to an individual Requester Edit Requester Requester Name Edwin Williams Inactive y 8 General Custom Fields HDAccess uAssets Attachments Contracts Y Products Current Default Asset None Set Selected as Default HP Printer Desktop Computer HP Printer HP Scanner Desktop Computer 1 3 of 3 total m 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 from to add to the Requester If the new Requester information has not yet been saved you will be presented with an alert informing you that a save is required Click the OK button If this alert does not appear proceed to step 2 2 Click the Asset name on the Asset you wish to add to the Requester 3 The Asset will now appear in the Asset list under the Asset tab of the Requester 23 Help Desk Authority for Web 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 outli
5. 2 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 In the 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 lt 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
6. Priority Mapping Configuration O System Options Message Board Products Support Contracts Holidays Operating Hours va Customization Custom Fields List Layouts gf Security 5 Groups and Privileges 87 Help Desk Authority for Web 9 0 User Manual Find a User ABE EAJ CSI CEJ RKE CEN FEN CGA EA Create New User John Smith Mary Jones 1 3 of 3 total El ES ECO ES MA lt Previous Next gt o Last gt gt TN E E FS EC E Options Full Name Primary Email Primary Phone Logon Name Helpdesk Administrator jsmith mjones Edit User Options A QUEST SOFTWARE COMPANY 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 To Find a Specific User or Group of Users Enter search criteria in at least one of the fields outlined in Steps 1 3 Find a User Create New User Edit User Options 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 88 Help Desk Authority for Web 9 0 User Manual A QUEST SOFTWARE COMPANY To Add a User
7. 2 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 3 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 4 Check the When the Status of an Issue changes and the Issue no longer has the Closed Status reset the ResolvedBy and ResolvedDate checkbox if you would like these two fields to reset when they are no longer valid 5 For Dashboard Alerts use the number fields for the frequency of alerts and the duration of pop ups 6 Click the Save button when finished EdildLocic 95 Help Desk Authority for Web 9 0 User Manual A QUEST SOFTWARE COMPANY 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 more 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 Groups and Privileges Groups Privileges Select a Group Name Description EveryOne Privileges Revoked from Group Users not in Group C
8. E Sunday Monday E Tuesday E Friday Saturday Monthly Yearly Range of Recurrence Start 8 10 2010 v End after 0 Automatically generate Issue Prompt me before generating Issue E Wednesday E Thursday occurrences End by 7 10 2011 Days in advance to enter 0 14 Click the Save 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 53 Help Desk Authority for Web 9 0 User Manual A QUEST SOFTWARE COMPANY 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 O E Quick Tasks Help Logout a Requester Management Issue Activity Types Companies Asset Management Called Requester No Asset Templates Emailed Requester No Asset Types On site visit No Asset Manufacturers Part ordered No Asset Vendors Remote support session No E Issue Management Requester Note No Issue Templates Technician Note No Issue Activity Issue Category Issue Sub Status Issue Types Priority Mapping dy Configuration 1 7 of 7 total lt lt First lt Previous Next gt Last gt gt System Options Message Board Products E Support Contracts Creating an Issue Activit
9. 1 1 of 1 total Save Cancel To add related Article click the Add button This will open the Select Related Article window Select an Article from the list by clicking on the Article ID The Article will be added to the current Article as a related Article To remove an Article from the related Articles list select the article and click the Remove button The Article will no longer be directly related to the current open article ait LOGIC 157 Help Desk Authority for Web 9 0 User Manual A QUEST SOFTWARE COMPANY 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 email the Article by clicking the Email 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 Edit Article OO Oe ee __ A Knowledge Base Maintenance KBAtide Details Keywords Related Arties Preview A Data Mapping from Active Directory to BridgeTrak 7 x database Description The following fields are currently being imported from Active Directory to BridgeTrak Cause Resolution Related Articles 20070126144004 Data Mapping from Active Directory to BridgeTrak 7 x database T a 158 Help Desk Authority for Web 9 0 User Manual A QUEST SOFTWARE COMPANY
10. Enter the license key in the License Key field 5 To Import a license key click the Browse button and browse to the correct ini file containing your license key data Once you have selected the correct file click the Import button 6 To validate your license key click the Validate button If your key is valid you will receive the following pop up message o Your license is valid Prevent this page from creating additional dialogs 7 Click the OK button 8 To reset all fields click the Reset button The Directories Tab The Directories tab is used for setting the directories for Attachments Search Index and Reports Attachments C Program Files ScriptLogic Corporation Help Desk Authority HDAuthority Attach HDSearch Index C Program Files ScriptLogic Corporation Help Desk Authority HDAuthority Index Reports C ReportsDir Verify Directories Each of the three fields will be automatically populated with the correct paths of the folders you have previously selected in the Windows version of Help Desk Authority If they are still blank go to Administration gt Configuration gt System Options in the Windows version of Helo Desk Authority and select the correct folders The next time you open this window in Help Desk Authority for Web these fields will be populated 67 Help Desk Authority for Web 9 0 User Manual A QUEST SOFTWARE COMPANY The Email Configuration Tab The Email Settings tab contains the field
11. Add Asset e aes poste a PALL DA RBS NOS ES ES MEN EER BED ENE ESO TICA ERS EM A ECH PS Hee ERG ea ES ES EE ES ES EE Be Options Asset ID Description Audited Computer Part Number Serial Number Comments HP Printer No Konica Laser Printer HP Scanner Canon Printer 1st Floor 6367 2437 9697 Canon Printer 2nd Floor 4143 8160 6853 Canon Printer 3rd Floor 6017 2425 8428 Canon Printer 4th Floor 7724 2584 2873 HP Printer 1st Floor 5801 0172 4258 Ora nN arin AU FN HP Printer 2nd Floor 2664 1408 3737 pa o HP Desktop Receptionist 85675 76372 H a HP Desktop Secretary I 69724 86370 H N Sony Desktop JN 378 292 H QJ Sony Desktop MP 224 669 ea gt Sony Desktop PN 196 017 uw Sony Desktop RO 724 292 pa m Sony Notebook AB 438 962 y y y y y y y y y y y y y y J A t mm mem ma 4 b 1 20 of na Fined ar Dn E Automatically refresh aa A Refresh 585 total Zs MrS Previous Next gt Last gt gt Per Page aie 5 Minutes 2 Click on an Asset to associate it with the Company 3 If you would like to create a new Asset to add to the company click the Create New Asset button This will open the Asset Add window explained later in this manual 4 You can also select an Asset by using the button to access the context menu shown below Choosing Select will add the Asset to the Company Choosing Delete will delete the Asset a Select Dele
12. Click the Upload button once you have selected the report to add The report will be added to the list Check the Report available for viewing from the Issue Window checkbox if you would like this report to be available for viewing from the Issue window Click the Apply button when all reports have been added 69 Help Desk Authority for Web 9 0 User Manual A QUEST SOFTWARE COMPANY 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 each time that field changes value For example in the Selected Fields list below in the right pane there are twelve fields selected for tracking If each one of these fields had a change in value within an Issue twelve new Activities would be created within that Issue System Options System Options General License Directories Email Configuration Report Settings guield Tracking When Issue fields change you can generate Issue Activity records to track those changes Select the fields that you want to track from the list below Available Fields Selected Fields Asset Assigned Group Contract p Assigned User Department Category Due Date Company Location Requester Phone Description Priority Impact Product Build Issue Type Product Name Status Product Version Sub Status Received Date Summary Resolut
13. Available Users i Selected Uone Helpdesk Administrator John Smith Issue Types Mary Jones Priority Mapping Ej Configuration System Options Message Board Products Support Contracts Holidays Operating Hours ij Customization Custom Fields Issue List Layouts Security Users Groups and Privileges 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 50 Help Desk Authority for Web 9 0 User Manual A QUEST SOFTWARE COMPANY Creating an Issue Template 1 Click the Create New Template button in the upper left corner This will open the Add Issue Template window as shown below Add Issue Template Issue Template General Description Resolution Recurrence Requester 2 w Category j lr Company w Sub Categoryil wW Issue Type l_a v Sub Category 2 E Priority i 4 Assigned Group e Impact DO Assigned To e Urgency E Dependent on Parent Related Templates z Summary Cancel 2 There are four tabs in the Issue Template Add window General Contains basic information most likely to be repeated in recurring Issues Description A large text field for the description of the Issue Resolution A large text field for
14. Issue Types ni IS Configuration By default Help Desk Authority for Web is installed with four pre defined Issue Statuses Open Closed Pending Suspended In the Issue Status drop down menu select one of the above Issue Statuses to view the Sub Statuses below them To edit a Sub Status select it and click the Edit button This will open the Edit Issue Sub Status window as shown below Edit Issue Sub Status Issue Sub Status Issue Status Closed Sub Status Resolved Inactive 57 Help Desk Authority for Web 9 0 User Manual A QUEST SOFTWARE COMPANY 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 Inthe Issue Status drop down menu choose the Issue Status under which your new Sub Status will fall 2 Click the Add button This will open the Add Issue Sub Status window 3 Enter the name of your new Issue Sub Status in the Sub Status field 4 Click the Save button Issue Sub Status Issue Status Closed Sub Status Issue Resolved F Inactive OGIC 58 Help Desk Authority for Web 9 0 User Manual A QUEST SOFTWARE CO
15. 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 Reset Resets the Query to its original state or an empty state Li Save Saves the Query E Save As Saves the Query in a designated location 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 Query 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 a test This will open the Results tab 8 If the Query meets your expectations go back to the Query 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 Query 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 Delete 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 p
16. Note that Help Desk Authority does not come with any pre defined holidays Each holiday recognized by your organization must be added individually a Requester Management Holidays List Requesters Companies Requester Validation Options Holiday Name Start Date End Date ES Asset Management Memorial Day 2011 gt Asset Templates Independence Day 2011 7 4 2011 7 4 2011 Asset Types Labor Day 2011 9 5 2011 9 5 2011 Asset Manufacturers Veterans Day 2011 11 11 2011 11 11 2011 Asset Vendors Thanksgiving 2011 11 24 2011 11 24 2011 E Issue Management Christmas 2011 12 25 2011 12 26 2011 Issue Templates O New Year s Day 2012 1 1 2012 1 2 2012 Issue Activit MLK Jr Day 2012 1 16 2012 1 16 2012 Issue Category Presidents Day 2012 2 20 2012 2 20 2012 Issue Sub Status Memorial Day 2012 5 28 2012 5 28 2012 Issue Types Priority Mappin o See 1 10 of 24 total lt lt First lt Previous Next gt Last gt gt Configuration System Options Message Board Products Support Contracts Holidays Operating Hours i Customization Custom Fields List Layouts gf Security Users Groups and Privileges 78 Help Desk Authority for Web 9 0 User Manual A QUEST SOFTWARE COMPANY Adding Editing and Deleting Holidays To add a Holiday 1 Click the Create New Holiday button This will open the Holiday Add window 2 Enter the start date in the Start Date
17. Select the widget you would like to delete from the tree view and click the A 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 t amp l icon This will delete the widget from the Dashboard but not from the tree view The widget is still available to add to the Dashboard 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 You can move a widget to any location you like by clicking the title bar and dragging it to a new location If you would like to re size a widget grab it by the handle in the lower right corner of the widget and size the widget to the desired height and width 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 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 A sample message is shown below Help Desk Authority for Windows amp Web z Read the message The buttons to the left of the Message board can be used to stop or start the automatic sc
18. Status O Issue Types gt Priority Mapping 3 Configuration System Options O Message Board Products Support Contracts Holidays Operating Hours E Customization gt Custom Fields Issue List Layouts SS es Buzard s Bullfrogs Buzard s Bullfrogs a Titan Software Inc Kansas City 913 258 4981 titan com Henry Canova Terry Carrick Walter Cobb See All 101 1 2 of 2 total lt lt First lt Previous Next gt Last gt gt 20 Per Page gf Security Users gt Groups and Privileges 27 Help Desk Authority for Web 9 0 User Manual A QUEST SOFTWARE COMPANY Searching for a Company There are several ways to search for a Company from the Company 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 Find a Company Company Name Main Phone Postal Code Company Code City 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 Although you can search for a company using any of the available criterion it is not necessary to enter any data at all To attain 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 C
19. 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 Save button 117 Help Desk Authority for Web 9 0 User Manual A QUEST SOF ETA O WARE COMPANY 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 SA In the Product Information section use the Product Name drop down menu to select a Product or use the 2 icon to open the Select Product window You will be presented with a list of Products that are currently assigned to the Company or the Requester Use the selection box next to the Product you would like to attach to the Issue and select either Assign to Requester or Assign to Company 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 To attach a Contract 1 qn 10 11 12 13 In the Contract Information section
20. 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 aa LOGIC A QUEST SOFTWARE COMPANY 137 Help Desk Authority for Web 9 0 User Manual Select Company Window Reports used in e Assets by Company Select Company Mozilla Firefox 7 http sl pa 22vwefl hdweb Reports CompanyCustomer aspx Window 7 Company All Select the Company name from the Company drop down menu Click the OK button Select Asset Type Window Reports used in e Assets by Type Select Type Mozilla Firefox http sl pa 22vwefl hdweb Reports SelectType asp gt T Select the Asset Type from the Asset Types drop down menu Click the OK button 138 Help Desk Authority for Web 9 0 User Manual A QUEST SOFTWARE COMPANY Select Categories Window Reports used in e Application Installation Checklist Select Categories Mozilla Firefox Microsoft Products scr
21. 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 A ear Quick Tasks Help Logout fig Requester Management Prio rity Mapping Requesters gt Companies gt Requester Validation Q PE O ee ee cs HE Asset Templates Affects Business High Urgent x Impacts Urgencies Priorities Affects Group of Users Medium High Asset Types Affects User Low Medium Asset Manufacturers Low Asset Vendors ff J 3 B Issue Management i P gt Issue Templates Issue Activity Issue Category Issue Sub Status Issue Types Priority Mapping 3 Configuration System Options gt Message Board Products gt Support Contracts Holidays Operating Hours Y Automatically assign priorities based on impact and urgency E Allow users to manually override priority settings Affects Business Affects Group of Users Affects User Urgent Urgent i Customization Custom Fields List Layouts gf Security Users Groups and Privileges TALOGIC 60 Help Desk Authority for Web 9 0 User Manual A QUEST SOFTWARE COMPANY 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 Impacts Affects Sales Affects Gr
22. category select the category and click the 3 icon This will open the Graph Configuration or Gauge Configuration window where you can edit the various variables of the widget including the name 6 Make your edits and click the OK button when finished 7 To delete a widget category select the category and click the gt icon When prompted click the Yes button and the category will be deleted EdilldLocic 145 Help Desk Authority for Web 9 0 User Manual A QUEST SOFTWARE COMPANY Creating a Widget 1 2 Select the category for the new widget Click the Gy icon if you would like to create a new graph widget or click the ER 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 Graph Configuration Window Title Issues by Sub Status Graph Type Pie Chart l XAxis issue YAxis Sub Status a i L Only include issues received between A las e ha A Only include issues found with the query AH SSuES Uy Enter the title you would like to use for the new widget in the Title field In the Graph Type section use the drop down menu to select one of the 31 possible graph types available for your widget Select the values you would like to use in the X Axis Y Axis and Z Axis drop down menus In 3 dimensional 3D graphs you have the option of Axis rotation for each axis in the graph This allows y
23. code in the Postal Code field Enter the country in the Country field 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 Enter the title of the Requester in the Title field For example VP of Sales Enter the primary phone number in the Primary Phone field Enter the secondary phone number in the Secondary Phone field Enter the mobile phone number in the Mobile Number field Enter the fax number in the Fax Number field Enter the email address in the Email field 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 Enter any comments regarding the new Requester in the Comment field 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 We will cover more on creating custom fields in the Customization section of this chapter EdilldLocic 21 Help Desk Authority for Web 9 0 User Manual A QUEST SOFTWARE COMPANY 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 New Requester Requester Requester Name Inactive 8 General Custom Fields BunDAc
24. 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 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 Issue No v Iis Greater Than v Issue No v lis Less Than x 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 OGIC 107 He
25. 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 Computer Application List cs Computer Hardware List ES Computer Summary Report ES Graph Application Installations by Manufacturer es Graph Computers by Assignment B Hardware Installation List S Hotfixes fs Screen Savers O Knowledge Base cs KB Details 5 KB Self Service Statistics fs Modified KB Articles New KB Articles fs Related Articles O Master Table Reports 5 Asset Manufacturers 5 Asset Types 5 Asset Vendors S Departments es Issue Activity Types fs Issue Categories cs Issue Types Fs Priorities cs Sub Status Codes O Products ES Products B Products by Company Requester O Custom Reports A QUEST SOFTWARE COMPANY Standard Reports To run a standard Report 1 Click the Reports icon in the toolbar This will open the Reports window as shown below m Reports E O Issues 5 Billing Summary B Deleted Issues 2 Due Dates by Company B Due Dates by Group 5 Issue Detail by Company B Issue Detail With Activities B Issue Details B Issue Report by Assigned Person B Issue Summary B Issue Summary by Company B Issue Summary With Activities B Related Issues B Summary Calls by User B Summary Calls by Category Issues Graphical O Issues Statistical O Assets E Company Request
26. field and the end date in the End Date field These dates will usually be the same date 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 name for the holiday in the Holiday Name field 4 Click the Save 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 Add Holiday Holiday Add Start Date 5 8 2011 End Date 5 8 2011 w Holiday Name Mother s Day 2011 5 To edit a holiday select Edit Holiday from the selection box shown below This will open the Edit holiday window Make the necessary edits then click the Save button 6 To delete a holiday select Delete Holiday from the selection box shown below Y Edit Holiday Delete Holiday QUEST SOFTWARE COMPANY 79 Help Desk Authority for Web 9 0 User Manual Operating Hours Help Desk Authority for Web 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
27. in this chapter My Folders Dock Menu Close Me Public Folders Ga Private Folders aa LOGIC 99 Help Desk Authority for Web 9 0 User Manual A QUEST SOFTWARE COMPANY You will notice that some of the drop down menus in the main menu are dockable by using the Dock Menu option When you dock a menu you keep it open on the left side of the Issues list as shown below Options Issue No Req 1 Adan 3 Adan 9 Henr Cy Public Folders 10 Walte Private Folders In this screen shot the My folders drop down menu is now open and docked You can un dock it at any time by clicking the red X button If you hover your cursor over a folder you will see the following tooltip Right Click to Manage Folders Right clicking on a folder will present you with the following pop up menu View Issues New Folder Delete Folder Rename Folder Move Folder Public Folders Copy Folder Public Folders To better organize your Issues you can create folders under the Public folder and the Private folder To do this select New Folder from the pop up menu This will open the Add folder window Enter a name in the Folder Name field and click the Save button The new folder will now appear in the folder tree as shown below E Public Folders gt a Private Folders 100 Help Desk Authority for Web 9 0 User Manual A QUEST SOFTWARE COMPANY Once you create folders you can move Issues into thos
28. minutes Time 0 Days 0 Hours 0 Minutes Issue Activity 0 Min YS Company Titan Software Inc Y a q Received On 11 5 2011 wJ11 30 AM Priority hion w Requester walter Cobb w a a se Status Open y Impact affects Group of Users v Location Kansas City w Sub Status Assigned y Urgency Low v Department M Category Software w Assigned Group admin w Phone 913 258 4981 Sub Category 1 office v Assigned User Helpdesk Administrato Y Email weobb titan com Sub Category 2 Exe Due Date Wy Issue Type Service Request vw Manage HDMail Subscriptions Summary Unable to import excel files into the accounting database Description Unable to import excel files into the accounting database Y activity U resolution custom Fields amp attachments asset Y product Contract E Related Issues a ea pe Wk A ey Resolve Choosing this option will convert the Status of the Issue to Closed Add Issue to Folder As covered in the previous section My Folders selecting this option will allow you to move an Issue into an Issue folder for easy organization and management of Issues Delete Selecting this option will delete the Issue from the database You will be prompted by a pop up to confirm the deletion before the Issue is deleted 111 Help Desk Authority for Web 9 0 User Manual A QUEST SOFTWARE COMPANY Creating a New Issue The main function of Help Desk Authority is Issue ma
29. necessary Add any comments in the Comments field The Start Date and End Date fields will be automatically populated if the Contract is based upon duration lf 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 If 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 EdilldLocic 34 Help Desk Authority for Web 9 0 User Manual A QUEST SOFTWARE COMPANY The next tab in the Company Add window is the Products tab From this tab you can add Products to a Company The Products tab is shown below Company Company Name Buzard s Bullfrogs Inactive General Custom Fields GRequesters HLocations departments Contracts Wpemductsi Bassets Sattachments Product Name Reference no CT X Track Sales 1 2 of 2 total Save Cancel To add a product to a Company 1 Click the Add button This will open the Comp
30. of the PC is automatically detected when a workstation is audited and is found in the HDAsset computer details view Searching for an Asset Manufacturer The top of the Asset Manufacturers window contains the search function to locate manufacturers 1 To display the entire list of manufacturers click the Search button without entering anything in the Manufacturer Name field 2 To search for a specific manufacturer enter the name you are searching for in the Manufacturer Name field and click the Search button Adding a New Asset Manufacturer Under Asset Management select Asset Manufacturers Requester Management Asset Manufacturers Requesters Companies Requester Validation E Asset Management Asset Templates Asset Types Manufacturer Name Create New Manufacturer Options Manufacturer Name Adobe Asset Manufacturers Asset Vendors C Issue Management Issue Templates Issue Activity Issue Category Issue Sub Status Issue Types Priority Mapping 3 Configuration System Options Message Board Products Support Contracts Holidays Averatec Brother Canon Casio Compaq Corel Dell Wh Vy wv vy vy Epson a i jt nn oO h PJ M rr oO rr Y Sr Best Software Inc Next gt Last gt gt 1 Click the Create New Manufacturer button This will open the Add Asset Manufacturer window 2 Enter the new manufac
31. 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 In Help Desk Authority for Web you can define Issue Templates for Issues that occur frequently and contain common data You can then retrieve the template when entering 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 Priority Category Issue Type Assigned Group Assigned User Summary Description 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 Hel
32. resolution notes 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 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 51 Help Desk Authority for Web 9 0 User Manual A QUEST SOFTWARE COMPANY Edit Issue Template Issue Template General Description Resolution Recurrence enerate issue based on a recurring schedule Automatically generate Issue Prompt me before generating Issue o Daily Every 1 day s Weekly Every weekday i Monthly Yearly Range of Recurrence Start 11 10 2010 End after 10 occurrences End by Days in advance to enter 0 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 In the Recurrence Pattern section click the corresponding radio button for Daily Weekly Monthly or Yearly 7 If 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 Ifyou select Monthly you have the option of se
33. steps taken to resolve the problem The URLs field will contain any URLs with relevant information to the Issue ETA O 154 Help Desk Authority for Web 9 0 User Manual A QUEST SOFTWARE COMPANY The Details Tab The Details tab contains more detailed information regarding the Article Edit Article Knowledge Base Maintenance KB Artide Details n Keywords Related Articles Preview HDAccess Statistics Created User Last Used Date 4 29 2008 4 19 08 PM Created Date 4 14 2006 9 23 05 AM Read Count 3 Changed User Found Useful Count 0 Changed Date 4 14 2006 9 27 39 AM Not Useful Count 0 Status In Development Attachments Save Cancel The top eight fields on this tab are automatically populated Created User is the User who created the Article Created Date is the date the Article was created Changed User is the User who last updated the Article Changed Date is the date and time of the last change to the Article Last Used Date is the date that the Article was last viewed Read Count is the number of times the Article has been viewed Below these eight fields is the Status field This contains any information regarding the status of the Issue described in the Article Found Useful Count is the number of times a reader noted the Article as useful Not Useful Count is the number of times a reader noted the Article as not useful The bottom section of the tab is used for attachments To vie
34. tease kanee Beealasesasatinedesesansteeeecee 10 TRES SEAS ace tees weet cee entree ar stoads 11 INTA EUA el E E ove caneaeneratcne cre E 12 DA ie 12 E e E PO II EE E 13 CUI MAE sintio ceuta tada oia 15 N APP e In II II E E 15 HDA A o o Oi O ie pee pacientes ene case E ee see ced E ances dooneneeneenns 16 AENA Sle cae e nna ema natn senses A E ener A AET 16 Edit User OU A o Pe O E on TE 16 INCU VOU INFOS is ia E E E 16 FOO E EE E O O A A 16 AA A PE UU sau duaghenuscoraetauasalcasetecaseuieassteeneouss 17 Captar AOS a tt A E 18 Requester Mana Med adri po rindo napa coin 19 Requerir iio 19 COPA PM II e o PEO OE o E A A 21 Requestes y daO aa eE E E A E 39 ASSEM E10 e e II O E E reer an 40 AS E a Ee E E E E A E E E E 40 PRS Si Or A 42 MN Eo 5 Er E R Ernia ieii 46 SS A O e Un T E EE 4 3 Help Desk Authority for Web 9 0 User Manual A QUEST SOFTWARE COMPANY PSS a e eas scescauctoss ce sncbiasairalctactectoanasodctatoan R 49 ERE nye i sce seats E AE O A II E 49 BoA O T ch o os 54 Poue TIO q lo sass cote a E E eeu oadsseastel ence 39 E AAA E o E E EE 57 Pe a 8 Un o E E E A A E E nee 59 PROFIT Mapping sorna no tasa mensesemsaes 60 as E i tawcexsherouteesecceb 64 SAID O APRO AP ES HO sen snesncoee or igoeanesnees 64 MA MA 71 POUR cad 74 SPOE ONU Lor PPP PO ou tented voce PmPmP o A 76 TODAY e co 78 Operatine Hocico leeis 80 US CO TAT AC Opec wrt casey o5 a a e OA 82 Custom Pili ecatepec 83 A UP REO II E E 85 A e e oo E
35. use the Contract Name drop down menu to select a contract or use the e icon to open the Select Product window Select a contract type and use the selection box to Assign to Requester or Attach to Company In the 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 Cost field can be left blank Enter the reference number in the Reference No field if necessary Enter any comments in the Comments field If the contract is based on duration select the Start Date and End Date in the drop down calendars provided If the contract is based on service minutes enter the number of service hours and minutes in the Hours and Minutes fields then select the start date in the Start Date drop down calendar If the contract is based on total Issues enter the number of issues in the Contract Issues field then enter the Start Date and End Date in the drop down calendars provided Click the Product tab to link a Product to a contract From the Available Products list move products to the Products Linked to This Contract list with the arrow buttons Click the Save button when finished 118 Help Desk Authority for Web 9 0 User Manual A QUEST SOFTWARE COMPANY The Relate
36. v Requester Approved v v Whe gt lt lt lt lt F Filter activities by acitivity date 1 1 2011 v 5 17 2011 v OK Cancel 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 Available 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 136 Help Desk Authority for Web 9 0 User Manual A QUEST SOFTWARE COMPANY Select Date and Grouping Window Reports used in e Technician by Time Spent E Select Date and Grouping Mozilla Firefox http sl pa 22vwefl hdweb Reports SelectReportVersion aspx 7 7 Select Date and Grouping End Date 1 1 2011 5 17 2011 bl L include Activity Time Fl Include Issue Time Group By Company Requester Technician Activity Type
37. 1 Click the Create New User button This will open the Add User window User Setup Add Primary Full Name Phone Primary Secondary Email Phone Alt Notify Mobile Email Number IM Address Fax Number IM System Inactive IA Groups and Privileges Logon Name admin Allow Windows Login A Password e Allow Web Login Fl Allow Help Desk Authority for Web Lite Fl Active Directory User Account Locked m7 _ User must change Password Fl Disable Single Signon Last Logon Date 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 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 YahoolM AIM etc 6 Enter the primary phone number in the Primary Phone field 7 Enter the secondary phone number if available in the Secondary Phone field 2 89 Help Desk Authority for Web 9 0 User Manual A QUEST SOFTWARE COMPANY 8 Enter the user s mobile number in the Mobile Number field 9 Enter the user s fax number in the Fax Number field Below the basic user information
38. 2011 Ww 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 131 Help Desk Authority for Web 9 0 User Manual A QUEST SOFTWARE COMPANY Select Tracking Field and Minimum Percentage Window Reports used in e Percentage of Issues e Graph Computers by Assignment E Category Mozilla Firefox Select Tracking Field and Minimum Percentage Select Tracking Field Assigned To Specify the Minimum Percentage to appear on the O Report http sl pa 22vwetl hdweb Reports SelectTrackingField aspx 7 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 132 Help Desk Authority for Web 9 0 User Manual A QUEST SOFTWARE COMPANY Select Report Version Window Reports used in e Billing Summary EJ Select Report Version Mozilla Firefox E http sl pa 22vwefl hdweb Reports SelectReportVersion aspx 7 7 Select Report Version Select Version With Billing Details A Without Billing Details Group By
39. E ananassae de cee eae cence ede snenda nemmec ese asacameeuae 87 PP cuties E E E E E 87 Groups and PEYO Sl 96 A A E ES OO III 99 The Issues Main Mell aoresnsanooiain tosca 99 My OCIS oscar lor loo nc 99 A e suse onsesteussasestecrenansaaearanncone 101 Conon O E a E EEN iaa 109 My LAVO MP A ona EE EEEE 109 DP PE CO E A A 110 OPN E i PARIO Ue Pe o uo Ge EO E O cases 110 Tae Pr DIT e A E E 110 The OPON M Pie E E E E 111 VOW D Cerere R E E E A EE E T 111 FR E E N ice E E EE E E 111 75 COLOM EU O T OG eee r E T A E II 111 rn A 111 4 Help Desk Authority for Web 9 0 User Manual A QUEST SOFTWARE COMPANY ie AU ING IS SUG e E E 112 MUS USS VY TN A e o UE II 112 fee Ge geri hear ll es kl ic aa 113 reu AU SSC asa sence PP E see PI see O EE AE 119 CTT FSS CU E E T ves ossmnasersamoonaoesstacaraieconsmadeassastencoesoamoneserennciene 120 TS PAGS 1S Mata MISIL carro ost iron 120 OE a ese 120 NE E E AS 121 PPO E E E EE EE A E A es 121 Marto ie n ie A A E A EE E nents nceensessa 121 Creatina NeW ta erate E E 122 Taps i the Asset Add Window esses ce sree sess caieg saareceten tis econo nE eN E e rE dicte ies 122 Eding an ASS rs peo 123 See IRC o i TEE PEE A E PRO O T T 124 a TR O S r E E E AE E A E E S 125 Ropo P 0 0 01 0 e E N 128 A PP 141 Cone Unie Tie Reno DIE ClOR asirio ocio 142 Adding a Custom Report ooocccnnccccconnnonccnnnnnnnnonnnonnnnnnnnnononnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnancnnnnnnns 143 Chapter o The Dashboar
40. Issue Activity gt o i 9 Issue Category Andrew Swanson Titan Software Inc aswanson titan com 402 673 5567 USA Issue Sub Status Anna Mardell Titan Software Inc amardell titan com 317 863 5727 USA Issue Types Arthur Flynn Titan Software Inc aflynn titan com 859 863 5448 USA Priority Mappin j x 3 m 2 id i Barbara Summerville Titan Software Inc bsummerville titan com 312 372 1059 USA 34 Configuration d Beverly Olson Titan Software Inc _bolson titan com 225 823 7803 USA System Options Message Board Brenda Ingram Titan Software Inc bingram titan com 303 678 5966 USA Products Brenda Jackson Titan Software Inc bjackson titan com 617 653 7120 USA Support Contracts Holidays 1 10 of 100 total lt lt First lt Previous Next gt Last gt gt Per Page GS gt Operating Hours Customization Custom Fields Issue List Layouts Security Users Groups and Privileges In the Administration window you can Manage Requesters and Companies Perform searches Manage Assets Manage Issues Configure the Helo Desk Authority system Customize Help Desk Authority Configure security In this section we will cover all of the above in detail 18 Help Desk Authority for Web 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 Requesters formerly referr
41. Ka iTaLocic A QUEST SOFTWARE COMPANY www scriptlogic com 1 800 813 6415 Help Desk Authority User Manual for Web Help Desk Authority 9 0 aA LOGIC Www scriptiogic com 1 6004136415 EMEA 44 011628 516410 APAC 61 013 8352 G00 A QUEST GOT COMPA 2011 Senptlogic Corporation All nghts reserved SenptLogic and the ScnptLogic logo are registered trademarks of ScnptLogic Corporation m the United States and or other countries The names of actual 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 Help Desk Authority for Web 9 0 User Manual Contents COMES torre TE VEE OU 1 Oia gos csc ate essence carer ise o e Pi O o A How TO Use Ens Nana e A biien Installation of Help Desk Authority for Web oocccccccccooonncccnnnnnncnononocnnnnnnnnnnonononnnccnnnnononnnannnnss IA E E A Browser Requirements britanica criada jac castaied Chapter 1 Navigating Help Desk Authority for Web oooocccncccccncnnnoncccnnnnnnnononanoncnnnnnnnnnnnanos MEA o UI IS 10 MS TOD AN soo ects ances hese sate endear tones eset encemenscansuelensinaetacatsousses
42. L window Click the Save button To finish setting up a new Company 1 Click the Save button in the Company Add window 2 Decide if the Company will initially be active or inactive If inactive check the Inactive checkbox to the right of the Company Name field Otherwise leave the box unchecked 3 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 4 Companies can be modified or deleted at any time by using the Modify and Delete buttons located at the bottom of the window OGIC 38 Help Desk Authority for Web 9 0 User Manual Baos Requester Validation When a Requester registers to use the HDAccess server module by using the Register link on the HDAccess sign on screen he she will be listed in a database for HDAccess users Each registered user must be approved or denied by the administrator This is done in the Requester Validation window i lg Requester Management Registered Requesters Reauesters Companies HANA AAA AAA Requester Validation David Binghamton kB Asset Management Curtis Mosier Red Flag Inc cmo redflag net cmosier Asset Templates Bill Stafford Stafford Steaks bs ssteaks com bstaff Asset Types Eric Blatz Blatz Hats bblatz blatz com bblatz O Asset Manufacturers Cindy Dokken Environmental Plastics cdokken ep com cdokken Asset Vendors 1 5 of 5 total lt lt First lt Pre
43. MPANY Issue Types gt Requester Management Issue Types Requesters Companies Requester Validation Incident Request for Information Asset Management Asset Templates Asset Types Service Request Asset Manufacturers Asset Vendors C Issue Management Issue Templates Issue Activity Issue Category Issue Sub Status Priority Mapping 4 Configuration 1 3 of 3 total lt lt First lt Previous Next gt Last gt gt System Options Mi se m 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 Add Issue Type Issue Type Service Call Inactive 1 Click the Create New Issue Type button in the upper right corner of the window This will open the Add Issue Type window 2 Enter the name of your new Issue Type in the Issue Type field 3 Click the Save button 59 Help Desk Authority for Web 9 0 User Manual Create New Issue Type Options Issue Type A QUEST SOFTWARE COMPANY 4 Inthe Options column of the Issue Type list you can use the selection box to edit or delete the Issue type y Edit Issue Type Delete Issue Type 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
44. OGIC 144 Help Desk Authority for Web 9 0 User Manual A QUEST 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 Widget 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 three graph widgets and one gauge widget 20 IR Ca Private Public 3 Help Desk Group Issues a Issues by Sub Status 5 Issues by Assigned User Gy Issues by Group amp Opened and Closed Same Day 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 Category Name field 4 Click the OK button o9 5 To edit the name of the
45. Order E Display in descending date order Cancel _ 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 Save button to save the sequence 13 To edit an existing message select Edit Message from the selection box as shown below This will open the Edit Message Click the Save button when finished 14 To delete a message select Delete Message g Edit Message Delete Message SCRIP 73 Help Desk Authority for Web 9 0 User Manual 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 Product
46. Select Users or Select Top X le 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 to 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 129 Help Desk Authority for Web 9 0 User Manual A QUEST SOFTWARE COMPANY Select Status Window Reports used in Graph Issues by Category and Status prior to the Category Selection window Graph Issues by Days of Week Graph Issues by Hours and Status Graph Issues by Month Graph Issues by User and Status prior to the User Selection window Issues by Hour Status and Priority a select Type Mozilla Firefox http sl pa 22vwetL hdweb Reports Selectlype asps Select Status Status Open a select Type Mozilla Firefox _ http sl pa 22vwefl hdweb Reports SelectType aspo Select Status E Open E Closed E Suspended Pending This window has only one field Status From the drop dow
47. This will open the Article in Edit view as shown below Edit View Delete To create a new Article click the Create New Article button This will open the New Article window It is identical to the Edit Article window Edit Article Keywords Related Articles Category Active Directory Integ Optional Article Number 93 Sub Category Optional An error occurred while parsing Entity name This error occurs when the end user clicks the Add button in Active Description Directory to define an Active Directory Rule This error occurs when there is a group name in the active directory with a Rename all the ACtive Directory Groups with a amp until a hotfix has Resolution Deen developed Internal Use Only Product Name v Optional Save Cancel There are five tabs in the edit window of a Knowledge Base article Each will be explained in detail below 153 Help Desk Authority for Web 9 0 User Manual A QUEST SOFTWARE COMPANY 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 not labeled 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 To add a prefix click the This w
48. Urgency and the Affects Group of Users Impact is selected Affects Business Affects Group of Users Affects User Urgent Urgent pS Clicking the button after selecting the above priority will change the Priority Levels of several Impacts and Urgencies by expanding the High Priority level to the left 63 Help Desk Authority for Web 9 0 User Manual A QUEST SOFTWARE COMPANY Affects Business Affects Group of Users Affects User Urgent Note also that this shifts the Urgent Priority to the left resulting in a lower Priority for some Urgency Impact combinations Configuration New in Help Desk Authority for Web 9 0 is the Configuration window We ve taken many elements of the application that are configurable and put them into one handy window with for easy navigation The items in the Configuration window are as follows e 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 e Message Board Create and manage Message board messages e Products Manage Products e Support Contracts Create and manage support contracts e Holidays Set and manage holidays e Operating Hours Set and manage the operating hours of the help desk System Options ve General License Directories Email Configuration Report Settings Field Tracki
49. Web 9 0 User Manual Extuocic Chapter 6 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 ORA BR HDAutoEscalate a Private Read the message CI Public ___4 C1 Help Desk Group Issues amp Issues by Sub Status Issues by Assigned U amp Issues by Group Opened and Closed Same Day GQ Testing Gadgets 00 EveryOneRdmirHelp Desk 00 Helpdesk Administraiohn Smith Mary Jones Automatically refresh every 3 Minutes Refresh Print 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 Automatically refresh every 3 Minutes Refresh In this example the Dashboard date in your widgets is scheduled to refresh every 3 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 If you would like to print the widgets on the screen click the Print button To view the Issue data from any widget click the widget anywhere in the window IATAL
50. acts Products Compan SOmpany ES Requester Code Location Name Title Department Primary Phone Address 1 Secondary Phone Address 2 Mobile Number City State Province Fax Number Email Postal Code Country Issue History A a Ei Comments ail LOGIC 20 Help Desk Authority for Web 9 0 User Manual EETALOGK A QUEST SOFTWARE COMPANY The first tab in the Requester Add window is the General tab Above the tabs is the Requester Name field To add a new Requester follow the steps below 1 2 18 Enter the name of the Requester in the Requester Name field In the 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 where you can select a Company or create a new one After selecting or creating a 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 To clear the Company information fields click the Enter the location name in the Location Name field if it isn t already populated If the new Requester is part of a Company department select the department name in the Department drop down menu Enter the address in the Address 1 and Address 2 fields Enter the city name in the City field Enter the state or province in the State Province field Enter the postal
51. acts 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 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 Eg Requester Management Support Contracts Requesters Companies Create New Support Contract Requester Validation gt Asset Management Asset Templates Asset Types Options Contract Name Contract Type lo Asset Manufacturers 1 Year Contract Asset Vendors 100 Hours Contract Service Minutes B Issue Management 100 Issues Contract nica al Issue Templates 1 3 of 3 total lt lt First lt Previous Next gt Last gt gt Issue Activity O Issue Category Issue Sub Status Issue Types Priority Mapping 3 Configuration System Options Message Board Products o Holidays Operating Hours E Customizat
52. agement Requesters 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 gt Issue Types Priority Mapping Configuration gt System Options Message Board Email Templates Products Support Contracts Holidays Operating Hours Customization Custom Fields Customize Window Layouts Issue List Layouts Security Users Groups and Privileges System Options General License Email Settings Field Tracking Issue Ticket Attachments Ic Program Files ScriptLogic Corporation Help Desk Authority Attach li UNC Path Search Index le Program Files ScriptLogic CorporationiHelp Desk Authority index mo UNC Path Reports lc Program Files ScriptLogic Corporation Help Desk AuthoritylReportsiRptFiles UNC Path Please select shared folders on a common network drive so that all Help Desk Authority users may properly access them 142 Help Desk Authority for Web 9 0 User Manual A QUEST SOFTWARE COMPANY Note that you can create a folder anywhere you like to contain the reports of Help Desk Authority However most help desks will share Reports including Custom Reports over a server The most common and preferred method is to provide a UNC path Each computer running the application will interpret t
53. ail address in the appropriate fields These are all required The Email Display Name field is optional 3 Check the My Server Requires Authentication checkbox if necessary and enter the user name and password in the appropriate fields 4 In the 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 5 Click on the miscellaneous tab to go to that tab or click the Save button if finished 94 Help Desk Authority for Web 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 Email Settings Miscellaneous Warning Messages V Show Contract Warning Messages Requester and Company Search Preference W Use drop down menus for requester and company on the issue screen New Issue Assigned User V When creating a New Issue automatically set the Assigned User to the User who is currently Logged in Issue Status Change When the Status of an Issue changes and the Issue no longer has the Closed Status reset the ResolvedBy and ResolvedDate Dashboard Alerts Run dashboard alerts every 1 Minutes Keep alert popups displayed for i 1 ES Seconds 1 Check the Show Contract Warning Messages checkbox if you would like the user to be notified when a contract is about to expire
54. ane 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 ETA O 104 Help Desk Authority for Web 9 0 User 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 Help 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 ls Less Than Is In and Is Between These would be considered primary operators There are a
55. ank 6 Inthe Contract Type section check the radio button next to the corresponding Contract type 7 If 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 8 If the Contract is to be based upon duration of time enter the number of months days and years in the text fields provided 9 Ifthe Contract is to be based upon a pre determined amount of support time enter the hours and minutes in the fields provided 10 Click the Save button when finished The new Contract will now appear in the Contract list 11 To edit a Support contract in the Support Contract list select Edit Contract from the selection box next to the Contract name shown below This will open the Edit Contract window Make the necessary edits then click the Save button EdilldLocic 77 Help Desk Authority for Web 9 0 User Manual A QUEST SOFTWARE COMPANY 12 To delete a Support Contract select Delete Contract from the selection box shown below iv Edit Contract Delete Contract 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
56. anual A QUEST SOFTWARE COMPANY Adding Editing and Deleting a Product To add a Product 1 Click the Create New Product button This will open the Add Product window 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 article 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 Click the Save button when you are finished creating the Product e o N O NDU Add Product Add New Product Product Help Desk Authority Name Manufacturer ScriptLogic ES KB Location Product Info Manage your help desk Manufacturer Pittsburgh office Info Comments Inactive 9 To edit a product in the product list select Edit Product from the selection box next to the product name shown below This will open the Edit Product window Make the necessary edits then click the Save button 10 To delete a product select Delete Product from the selection box shown below Edit Product Delete Product TALOGIC 75 Help Desk Authority for Web 9 0 User Manual A QUEST SOFTWARE COMPANY Support Contracts In Help Desk Authority for Web Support Contr
57. anual A QUEST SOFTWARE COMPANY The Groups and Privileges Tab The Groups and Privileges tab contains Group and privilege information of the new user g Login Grups and Privileges Comment Skill Available Groups Is a member of these Groups EveryOne si MEN aka Available Privileges Asset Add Asset Delete Asset Edit Asset Search AssetManufacturer Add AssetManufacturer Delete AssetManufacturer Edit AssetManufacturer Search AssetTemplate Add AssetTemplate CreateAsset AssetTemplate Delete AssetTemplate Edit AssetTemplate Search gt gt AssetTypes Add AssetTypes Delete X Guaranteed Privileges Revoked Privileges A A Vv A 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 lis
58. any Product window Select a product from the Product List drop down menu The Product Name Manufacturer Manufacturer Info and Product Info fields will be auto populated 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 Save button when finished The Product will now be associated with the Company co N das A Product in the list can be edited or deleted by selecting the product then using the Edit button opens the Company Product Edit window or the Delete button OGIC 35 Help Desk Authority for Web 9 0 User Manual Baos The Asset tab is the next tab in the Company Add window This tab is where you will assign Assets to an individual customer Edit Company Company Name Buzard s Bullfrogs Inactive General custom Fields GBRequesters B Locations Bi Departments WZcontracts Bproducts MBbAssets attachments Asset Name ___ Asset Type E RequesterName _ Active HP Scanner Desktop Computer 0 ges le 1 2 of 2 total lt lt First lt Previous Next gt Last gt gt 36 Help Desk Authority for Web 9 0 User Manual A QUEST SOFTWARE COMPANY To add an Asset or Assets to a new Company follow the instructions below 1 Click the Add button This will open the Add Assets window as shown below
59. ates O Asset T HDAccess Both 1 1 2010 12 1 2012 sset Types concertar HDMail HDAuthority 1 1 2010 12 1 2012 sset Manufacturers 9 Aaah andae HDAutoEscalate HDAuthority 1 1 2010 12 1 2012 iiss HDSync Tool HDAuthority 1 1 2010 12 1 2012 Issue Templates HDSearch HDAccess 1 1 2010 12 1 2012 Issue Activity Issue Category Issue Sub Status Issue Types O Priority Mapping S Configuration rua Options 1 6 of 6 total lt lt First lt Previous Next gt Last gt gt gt Products Support Contracts Holidays Operating Hours 14 Customization Custom Fields List Layouts Security Users Groups and Privileges 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 SCRIP 71 Help Desk Authority for Web 9 0 User Manual Creating Headlines and Messages in the Message Board 1 Click the Create New Message button to the right of the headline list This will open the Add Message window Add Message Add Message View Option Help Desk Authority w Title Headline Test Message Message This is a test This is only a test Start Date Time 5 6 2011 v 12 00AM mm dd yyyy hh mm End Date Time 5 25 2011 11 59 PM mm dd yyyy hh mm 2 Inthe View Option drop down menu sele
60. ation of a new Asset Message Board Posting Opens the Add Message window for the creation of a new message Knowledge Base Article Opens the Add KBase Article window for the creation of a new Knowledge Base Article Issue Template Opens the Add Issue Template window for the creation of a new Issue template SCRIP 15 Help Desk Authority for Web 9 0 User Manual HDAccess The HDAccess option displays the following sub menu Opens a new window containing HDAccess HDAccess Admin Opens a new window containing HDAccess for Administrators HDAccess Requester Validation Opens the Registered Requesters screen in Help Desk Authority for Web Change Password Opens the Change Password window and allows you to change your password for logging into Help Desk Authority for Web Edit User Options Opens the Edit User Options window where you can change your email settings warning messages Requester and Company Search Preferences New Issue Assigned User option Issue Status Change option and Dashboard alerts Network Maps Displays the Network Maps as defined in PacketTrap if PacketT rap has been integrated with Help Desk Authority for Windows Logout Logs the user out of Help Desk Authority for Web 16 Help Desk Authority for Web 9 0 User Manual A QUEST SOFTWARE COMPANY Help The Help menu located next to the Quick Tasks menu will allow you to access assistance in any way you like Menu Option Task Help De
61. 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 To add a summary to the Issue enter it in the Summary text field To add a description to the Issue enter it in the Description text field 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 Pinata Y remy testa custom te 1 attachments 18 aeset rrotc cotract netes oe The Note Tab To add an Activity Note to the Issue 1 2 3 4 10 11 Click the Add Note 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 Enter the time spent on this Activity by using the Days Hours and Minutes fields If there is a cost associated with the activity the cost will appear in the Cost field N
62. cess Assets S Attachments Contracts B Products Grant Requester HDAccess Login Privileges 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 Save Cancel 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 Ifthe 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 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 OGIC 22 Help Desk Authority for Web 9 0 User Manual Extuocic
63. cia Products 1 1 of 1 total 144 25 Help Desk Authority for Web 9 0 User Manual A QUEST SOFTWARE COMPANY To associate a Contract to a Requester 1 2 e O CON DO 10 11 12 Click the Add button This will open the Requester Contract Add window Under the General tab select the Contract you wish to assign to the Requester from the Contract List drop down menu The Contract Name field will self populate Enter the cost in the Cost field if known Enter the percentage of the contract to be used before a warning is issued in the Warning field Check the Warranty checkbox if this is a warranty contract 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 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 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 If desired this Contract can be linked to the Requester but not activated If you would like to
64. ct Help Desk Authority HDAccess or Both depending upon which Users you would like to see the message 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 6 Click the Save button when finished Although the message has been created and saved it must still be activated and set in sequence before it will appear in the rotation 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 72 Help Desk Authority for Web 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 Ej Set Sequence Mozilla Firefox 7 http sl pa 22vwetl HOWeb MessageBoard ChangeSequence aspx Set Sequence Start Date Time 1 1 2010 12 00 AM Help Desk Authority for Windows amp Web 1 1 2010 12 00 AM HDAccess 1 1 2010 12 00 AM HDMail 1 1 2010 12 00 AM HDAutoEscalate a E E E 1 1 2010 12 00 AM HDSync Tool El Display in Ascending Date
65. ctivity this option totals the time entered for all Activities The Issue timer with this option will Time appear like this sum of all Activities ere RA AS entered E Activity Total Time Days C Hours Minutes Sum of This option will use the sum of both Issue time entered and total Activity time The Issue Issue timer with this option will look like this Time and Activity Time J Issue Time 0 Days O Hours O Minutes 65 Help Desk Authority for Web 9 0 User Manual A QUEST SOFTWARE COMPANY 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 changed 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 whe
66. cts OProducts Assets Gatachments Sales 1 1 of 1 total lt lt First lt Pr Next gt Las st gt gt 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 Department Add Mozilla Firefox E http sl pa 22vwefl HDWeb Companies frmDepartment aspx CompanylD 13 amp DepartmentID 1 Department Name Administration E El Inactive 33 Help Desk Authority for Web 9 0 User Manual A QUEST SOFTWARE COMPANY 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 Company Company Name Buzard s Bullfrogs Inactive General custom Fields BRequesters Locations BiDepartments contracts Products Assets BAtachme Contract Name Contract Type 1 1 of 1 total 10 11 Save Cancel 114 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 The Contract Name field will be auto populated Enter the cost in the Cost field Enter the percentage of usage that will occur before a warning is issued in the Warning field Enter the reference number in the Reference No field if
67. d Issues Tab Under the Related Issues tab you can establish a parent child relationship between two or more Issues 1 2 PAPAS If the Issue will be dependent on a parent Issue check the Dependent On Parent checkbox Click the Issue Number link to view the Issue list Click on the number of the Issue you would like to relate to the current Issue The number will populate the Issue Number textbox Click the Link button to link the Issues This opens the Change Relationship window Select either Child or Parent for the Issue you are relating to the current Issue Click the Save button The Issues will now be related Use the selection box in the Options column at any time to View Edit the Issue change the relationship or remove the related 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 Save button when finished EdilldLocic 119 Help Desk Authority for Web 9 0 User Manual A QUEST SOFTWARE COMPANY Chapter 4 Assets Help Desk Authority provides an excellent means for keeping an inventory of your organization s Assets In a
68. d 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 ES 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 ES Summary Calls by Category O Issues 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 Issues by Week E Issues by Hour Status and Priority fs Percentage of Issues Issues Statistical B Activity Stats By Technician Requestor Activity Type B 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 124 Help Desk Authority for Web 9 0 User Manual O Assets B Assets by Company S Assets by Requester 5 Assets by type O Company Requester B Company Requester Listing O Contracts
69. d cost of the Issue and will be automatically updated with each new Activity in the Issue Total Cost fo Activity Total Time 0 o fo The Resolution Tab There are two methods available to resolve an Issue As discussed earlier you can click the Resolve Issue link in the selection box menu in the Issue list 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 1 116 Help Desk Authority for Web 9 0 User Manual Lets Click the red resolution button O This will populate the Resolved By and Resolved Date fields with the current user and the current date and time In the Resolution text area enter any notes that are applicable to the resolution Use the button to include the date and time of the note Click the OK button when finished or select another tab to enter more information ETA O WARE COMPANY 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 Issue 1 To attach a file click the Browse button browse to the correct file in the Open window and click the Open button 2 Click the Attach File button Th
70. d etc 144 Widgets and Widget Cate cor mccnsrin micaela cin iento dinamicas 145 Creating Widget Cale COMES tusnsespnoic aos icons 145 Fre AI VV TCS Ol cnt coco lero E cocrcotdicia 146 PS CNET VV ASC buscate concen 149 TVS a Wide ico 149 Re Sizing and Arranging Widgets oooonnnccnnnccnnnnnnonnnnnnnnnnnnnnnnnonnnnnnnnnnonnnnnnnncnnnnnnnnnnnannnnss 149 AVS TYNE SSAC CI OA AA e UE ER o seutetcieeiecess 149 Chapter f The KNOW ede BaS cate tee ecncascne sds cosesscnaaatasnt ed nire E E rE E EE anrr aini 150 Searching the Knowledge Dase cessisset adari ida prias 151 Reading a Knowledge Base Article ani cdo 152 Creating and Editing a Knowledge Base Article o ooooooonnncncnnncnononononcnnnnnnnnnonananononos 153 EsilldLocic WARE COMPANY 5 Help Desk Authority for Web 9 0 User Manual Introduction Help Desk Authority for Web keeps your support center running smoothly and efficiently by automating all aspects of Issue management Help Desk Authority for Web 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 for Web 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 No
71. ddition 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 It 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 Assets Main Menu The Assets main menu consists of several menus that you will use to view and update Assets Each drop down menu will be covered in detail in this chapter Queries Lal Py Cy PRIVATE Queries are organized in the Queries drop down menu As you can see Queries are grouped into folders similar to Issues Simply select a Query to run it and view the results in the Assets window Queries are added to the Queries drop down menu by using the Query Manager To access the Query Manager click the Query Manager link in the My Queries drop down menu For detailed information on using the Query Manager to build Queries see The Query Manager in Chapter 3 Issues 120 Help Desk Authority for Web 9 0 User Manual A QUEST SOFTWARE COMPANY My Layouts The My Layouts menu contains the default and custom layouts that you use to view Asset lists The menu will also contain a layout called All Fields in which all of the fields of an Asset ar
72. deactivate the Contract but retain the link to the Requester check the Inactive checkbox Click the Save button when finished Once a Contract is linked to a Requester it can be edited or deleted using the Edit or Delete buttons 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 Edit Requester Requester Name Anna Mardell Inactive 8 General Custom Fields HDAccess Assets B Attachments 4 Contracts lemia Product Name EAT CAT X Track Purchasing 1 2 of 2 total Ww 26 Help Desk Authority for Web 9 0 User Manual A QUEST SOFTWARE COMPANY To add a product to a Requester 1 2 3 SoS Click the Add button This will open the Requester Product window Select a product from the Product List drop down menu The Product Name Manufacturer Manufacturer Info and Product Info fields will be auto populated 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 Save button when finished The Product will now be associated with the Requester 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 1 Click the Save button i
73. dor Phone Buzard Software Sales Niaba 320 798 8245 Inactive Enter the vendor name in the Vendor Name field Enter the address in the Address 1 and Address 2 fields if necessary Enter the city in the City field Enter the state in the State field Enter the postal code in the Postal Code field Enter the phone number in the Phone Number field Enter the fax number in the Fax Number field Enter the website address in the Web URL field Enter the email address in the Main Email field Enter any comments in the Comments text area Check the Inactive box if this Vendor will be created but not activated at this time Click the Save button The Vendor will now appear in the vendors list OGIC 48 Help Desk Authority for Web 9 0 User Manual Exraiocic QUEST SOFTWARE COMPANY Issue Management Issues are items that are tracked 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 the Issue s 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 e Link related Issues with dependencies Assets Vendors Manufacturers Requesters etc
74. e 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 Start button The timer will run until you either save the Issue or click the Stop button 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 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 field is also a link that will open the Issue Company 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 There are three small icons next to the Requester field They are described below 3 View Requester This will open the Requester Edit window Y Clear Requester This will remove the Requester name from the Requester field
75. e Issues opened within the past checkbox then select the number of days in the days numeric up down field 4 Inthe Gauge Type section use the drop down menu to select one of the 7 possible gauge types available for your widget 5 Inthe 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 setting 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 147 Help Desk Authority for Web 9 0 User Manual A QUEST SOFTWARE COMPANY 6 Click the Alert Settings tab shown below Title Opened and Closed Same Day Gauge Settings V Issue an alert when the gauge rises above 20 Eissue s Y Show a desktop notification F Y Include a sound alert Pr Send an email notification to The logged in user 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
76. e Products Columbus OH 43085 614 373 2702 sales cop com gt Electronic Warehouse San Jose CA 95101 408 678 5645 sales electronicwarehouse com B Issue Management Infragistics issue Templates NetAdvantage Issue Activity Netsoft Issue Category Software Wholesellers Gary IN 46401 219 864 3116 sales softwarewholesellers com o AAA Worldwide Business Equipment Inc Gainesville FL 32601 386 829 0575 sales wbei com gt Issue Types o Priority Mapping 1 8 of 8 total lt lt First lt Previous Next gt Last gt gt 1 To display the entire list of vendors click the Search button without entering anything in the Vendor Name field 2 To search for a specific vendor enter the name you are searching for in the Vendor Name field and click the Search button 3 To narrow your search click the Show More Options drop down menu This will expand the search area of the window and allow you to search by name email city or state phone number and postal code 47 Help Desk Authority for Web 9 0 User Manual A QUEST SOFTWARE COMPANY Adding a New Asset Vendor 1 Click the Create New Vendor button at the top of the window This will open the New Asset Vendor window as shown below New Asset Vendor Vendor Name Address 1 13 Leda Dr Fax Number 320 887 7812 Address 2 Web URL www buzardsoft com City Irvine Main Email db buzardsoft com State CA Postal Code Comments Asset Ven
77. e 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 Save button when finished QUEST SOFTWARE COMPANY 81 Help Desk Authority for Web 9 0 User Manual Customization Every organization is different and has its own unique requirements We have designed Help Desk Authority for Web 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 two types of customizations available e Custom fields e Customize Windows Layouts so Quick Tasks Help Logout A Requester Management Custom Fields gt Requesters Custom Fields For gt Companies Please choose a Module from the drop down menu above in order to manage the Custom Fields for that Module Requester Validation Asset Management Asset Templates Asset Types Asset Manufacturers Asset Vendors E Issue Management gt Issue Templates Issue Activity Issue Category Issue Sub Stat
78. e 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 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 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 We will cover more on creating custom fields in the Customization section of this chapter 29 Help Desk Authority for Web 9 0 User Manual cs ETA O WARE COMPANY 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 Edit Company Company Name Buzard s Bullfrogs Inactive General custom Fields irequesters Locations departments Contracts Brroduts BAssets attachments Requester Name Email ___ PrimaryPhone City _ State Province _ Postal Code KY S
79. e file will now be attached to the Issue and will be placed in the attachments directory you ve previously configured 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 Save button when finished Note that you must include hitp with the URL 4 To open an attachment click on it The attachment will open in the default program you have selected You can also use the selection box to the left of the attachment and select View 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 The Asset Tab The Asset tab allows you to associate an Asset or Assets to the Issue if necessary 1 The Asset field label is a link Click it to open the Assets window 2 Use the Query controls in the top section of the Assets window to view the list of Assets available for this Issue 3 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 4 The name of the Asset should now be present in the Asset field To edit the Asset click the A icon To remove the Asset from the Issue click the T Icon 5 The remaining fields
80. e folders using the Issue selection box shown below Select Add Issue to Folder This opens the Add Issue to Folder window Select a folder and click the Save button The Issue is now added to the folder View Issue Resolve Add Issue to Folder Delete My Queries Dock Menu Close Query Manager El gt pubtic E Default All Open Issues O Open Help Desk Issues O All Issues by Assigned User O New Query O PacketTrap Issues O New Query y Default El gt PRIVATE Default Cy Default Queries are organized in the My Queries drop down menu As you can see Queries are grouped into folders similar to Issues Simply select a Query to run it and view the results in the Issues window Queries are added to the My Queries drop down menu by using the Query Manager To access the Query Manager click the Query Manager link in the My Queries drop down menu 101 Help Desk Authority for Web 9 0 User Manual A QUEST SOFTWARE COMPANY 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 u
81. e previous step 18 If a Sub Category is chosen 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 19 In the Issue Type drop down menu select an Issue type This field is required 20 In the Priority field select the appropriate Priority from the drop down menu 21 In the Impact field select the appropriate Impact from the drop down menu This is a required field 22 Inthe 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 selected Priority setting if the Allow users to manually override Priority settings checkbox has been checked in the P
82. e shown in the list view These layouts are managed in the List Layout Manager covered in the previous chapter under List Layouts Export The Export drop down menu allows you to export Asset lists or Query Results into CSV Excel or HTML formats While viewing the list you wish to export select the export format from the menu If you chose CSV or Excel as your Export format you will be presented with a pop up notification asking you if you d like to Open or Save the file If you select Save you will be prompted to chose the location If you select HTML as your Export format you will see the results presented in a web browser The Search Bar If your organization has a large collection of Assets in your help desk database it is often helpful to look at selected sub sets of Assets rather than the whole list This is where the search bar is useful Initially only the Asset Name and Asset Type fields are displayed along with a Search button and a Reset button Clicking the Show More Options link will reveal nine more optional search fields You can also use the alphabet row shown below Click a single letter and all Assets beginning with that letter will be displayed 121 Help Desk Authority for Web 9 0 User Manual A QUEST SOFTWARE COMPANY Creating a New Asset 1 Click the Create New Asset button This will open the New Asset window New Asset Asset Add ig Remote Support Asset Name Asset Owner As
83. ection List Value fields 12 To delete a custom field select the custom field and click the Delete button EdilldLocic 84 Help Desk Authority for Web 9 0 User Manual A QUEST SOFTWARE COMPANY List Layouts Issue and Asset Lists are used frequently throughout Help Desk Authority They provide a quick organized method for viewing groups of Issues and Assets Help Desk Authority generates a list when you are Viewing the contents of an Issue or Asset folder Viewing the results of a Query Using the Search drop down menu on the toolbar Viewing Issue History via the Issue Asset Requester and Company windows Regardless of how you are viewing a list you can always select the specific information that you want to see This is accomplished via list layouts Manage List Layouts List Layouts Manager List Layout E Issue List Layouts Br Public E Default Default E AI Fields ta Private E asset List Layouts Ely Public EN All Columns ta Private Available Fields Selected Fields Sort Fields No Data To Display To create a new list layout 1 Select the folder Issue list or Asset list Public or Private where you would like to store the new list layout 2 Click the New button This will create a new list layout to be named Enter a name for the new layout in the space provided 4 Select the fields to be used in the list from the Available Fields menu Select a field to be added and click the butt
84. ed 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 a Requester Management 5 Companies Requester Validation amp Asset Management Asset Templates Asset Types Asset Manufacturers Asset Vendors Issue Management 5 Issue Templates O Issue Activity Issue Category Issue Sub Status Issue Types Priority Mapping Configuration System Options Message Board Products Support Contracts Holidays Operating Hours zal Customization Custom Fields Issue List Layouts gf Security Users Groups and Privileges Find a Requester Alicia Lawson Allan Brentley Andrew Swanson Anna Mardell Arthur Flynn Barbara Summerville Beverly Olson Brenda Ingram q Sr Brenda Jackson 1 10 of 100 total 1 561 531 51 EL Company Name Titan Software Inc Titan Software Inc Titan Software Inc Titan Software Inc Titan Software Inc Titan Software Inc Titan Software Inc Titan Software Inc Titan Software Inc Titan Software Inc MESA AE alawson titan com abrentley titan com aswanson titan com amardell titan com aflynn titan com bsummerville titan com bolson titan com bingram titan com bjac
85. egories 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 Help Desk Authority for Web 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 It 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 a Requester Management Requesters gt Companies Requester Validation gt Asset Management Asset Templates Reset Typed Asset Manufacturers Asset Vendors C Issue Management Issue Templates Issue Activity Issue Category Issue Sub Status Issue Types Priority Mapping J Configuration System Options Message Board Products Suppo
86. er m Report Functions 3 Crystal Functions Select Issues siii All Data J ing By Status All All Data Include Active Inactive Data l Data Filter By Dates Date Type Actual Date Relative Date All z Start Date End Date Today v 125 Help Desk Authority for Web 9 0 User Manual A QUEST SOFTWARE COMPANY 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 5 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 Issue Summary B Issue Summary by Company cs Issue Summary With Activities T Issue Volume by Company Top 10 A a n 1 7 im If available Select Issues by Query Status or All Data In the Select Issues section shown below select the Issue data you would like to see in the Report Select Issues 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
87. fields there are four tabs in the User Setup Add window begin Groups and Privileges Comment Skill The Login Tab The Login tab contains the necessary login credentials and permissions of the user Login Groups and Privileges Comment Skill Logon Name admin Allow Windows Login E Password o SE Allow Web Login Allow Help Desk Authority for Web Lite Fl Active Directory User Account Locked E 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 Save button The new user will now appear in the User list EdilldLocic 90 Help Desk Authority for Web 9 0 User M
88. fragistics Model Dimension Series Date of Purchase Serial Number Price Part No PO Number Comments EdildLocic 40 Help Desk Authority for Web 9 0 User Manual A QUEST SOFTWARE COMPANY Creating an Asset Template 1 10 11 12 13 14 15 16 17 18 19 20 Click the Create New Template button in the upper right corner of the window This will open the New Asset Template window Enter the Asset name in the Asset Name field Select the Asset type that you will be creating a template for from the Asset Type drop down menu Enter the Asset tag information in the Asset Tag field if available The Issue History field will be grayed out unless you are editing an Asset template that has been used to create an asset in the past Select the Asset owner from the Asset Owner drop down menu The Requester Name and Company Name drop down menus below the Asset Owner field will be active or inactive depending upon what you have chosen for the Asset Owner If you have chosen Requester in the Asset Owner field enter the Requester name in the Requester Name field Click on the Requester Name link to select a Requester from the Requesters list If you have chosen Company in the Asset Owner field the Location Name and Department fields will be available after you enter the name of the Company in the Company Name field Click on the Company Name link to select a Company from the Companies list Under the General tab in t
89. he path literally Adding a Custom Report To add a Custom Report to the list of Reports 1 Click the Add button in the Crystal Functions section of the Reports window This will open the Add Report window shown below E Add Report Mozilla Firefox http sl pa 22vwetL hdweb Reports AddEditReport aspx mode Add Add Report Description Is Public Cancel 2 Click the Browse button and locate the custom report you would like to add 3 Enter a description for the Custom Report in the Description field This description will appear in the Custom Reports list 4 Click the Save button The Custom Report will now appear in the list under Custom Reports 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 Save 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 143 Help Desk Authority for
90. he Edit User window 3 Make any changes necessary then click the Save 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 Save button The user will 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 EdilldLocic 93 Help Desk Authority for Web 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 EmaiiSettingsy Miscellaneous Please enter the User Name SMTP Server Name Port Number Use SSL Default port for sSMTP is 465 Email Address Email Display Name My server requires authentication User Name Password SPARE V Use Email Settings defined in System Options Default Email Template lt Use System Options gt 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 near the bottom of the tab Otherwise uncheck this checkbox and enter the email settings in the sections above this option 2 Enter the SMTP server name the port number and the em
91. he bottom section of the window select the manufacturers name from the Manufacturer Name drop down menu Select the model from the Model drop down menu Enter the serial number in the Serial Number field Enter the part number in the Part No field Select the vendor name from the Vendor Name drop down menu Select the date of purchase from the Date of Purchase drop down calendar Enter the price in the Price field Enter the purchase order number in the PO Number field Enter any pertinent comments in the Comments field Under the Attachments tab link any relevant attachments to the template Under the Custom Fields tab complete any custom fields that are necessary Click the Save button The new Asset Template has now been created and will appear in the Asset Templates list To create a new Asset from a Template click the Create New Asset button from the Asset window then select Create Asset from Template then select the template Create New Asset Y Create New Asset Create Asset From Template P You can also chose an Asset template from the Asset Templates window and use the selection menu to edit or delete the template or to create a new Asset from the template Vv Edit Template Delete Template Create Asset 41 Help Desk Authority for Web 9 0 User Manual A QUEST SOFTWARE COMPANY Asset Types Before creating Asset records you should first decide how your Assets should be categorized These cat
92. hen Processing Incoming Emails by checking the second checkbox 9 Inthe Default Email Template drop down menu select a template you would like to use as the default for your outgoing mail SoS oN OGIC 68 Help Desk Authority for Web 9 0 User Manual Baos 10 If you would like to forward your Issues by email without using attachments check the Skip Attachments while forwarding an Issue by email checkbox The Report Settings Tab In this tab you will configure how reports will be viewed System Options Report Viewer Settings Report Viewer Html Viewer Issue Ticket General License Directores Email Configuration BepotiSettings Field Tracking System Options Name Default Issue Report Ga Geicte File Name 22 A Report available for viewing from the Issue QS Y Window aee cancel In the Report Viewer Settings section select either Html Viewer or ActiveX viewer from the Report Viewer drop down menu depending on which viewer you would like to use for viewing reports In the Issue Ticket section the box on the left displays the reports that will be viewed in the Issue ticket You can add more reports to this list by clicking the Add button This enables the Browse and Upload buttons on the right Click the Browse button to locate the report file rpt extension you would like to add Enter the Issue ticket name in the Name field before clicking the Upload button
93. hristopher Young Daniel Mummendey Douglas Hathorn Helpdesk Administrator Jeffrey Muschar Jillian Salamon Karunanidhi Kumar Kelley McGregor Vincent Ciotola Y A A Y Privileges Allowed for Group Asset Add Asset Delete Asset Edit Asset Search AssetManufacturer Add AssetManufacturer Delete AssetManufacturer Edit AssetManufacturer Search AssetTemplate Add Users in Group David Hoover Donald Buzard Scott Harker Timothy Melle 96 Help Desk Authority for Web 9 0 User Manual Save Cancel A QUEST SOFTWARE COMPANY The Groups are listed for easy management To edit Users and privileges in a group 1 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 A 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 Edit Groups window Make the edits to the Group then click the Save button To delete a Group select the Group and click the Delete button When prompted click the Save button to confirm the deletion To set the Privileges for each group select the group from the list then move and privileges you would like to revoke from the group from the Privileges Allowed for Group list
94. ial number in the Serial Number field 4 Enter the part number in the Part No field if applicable 5 Select the vendor name from the Vendor Name drop down menu 6 Inthe Date Purchased field select the date from the calendar drop down 7 Enter the price in the Price field 8 Enter the purchase order number in the PO Number field 9 The Entry Method field will be completed automatically and cannot be edited 10 Enter any comments you would like to make in the Comments text box The Attachments Tab Use the Attachments tab to include any attachments necessary in the Asset 1 To attach a file click the Browse button and browse to the correct file in the Open window then click the Open button 2 Click the Attach File button The file will now be attached to the Asset 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 Save button when finished Note that you must include hitp 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 Save button when fin
95. ill open the Add Article Prefix window shown below Enter the prefix you would like to add and click the Save button 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 lf 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 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
96. ion Custom Fields List Layouts gf Security Users Groups and Privileges Searching Support Contracts 1 Enter the name of the Support Contract you are searching for in the Contract Name field 2 Click the Search button OR 1 Click the Search button without entering text into the Contract Name field to see the entire list of Support Contracts 76 Help Desk Authority for Web 9 0 User Manual A QUEST SOFTWARE COMPANY Adding Editing and Deleting a Support Contract To add a new Support Contract 1 Click the Create New Support Contract button This will open the Add Contract window Add Contract Add New Contract Contract Name 50 Hours contract Standard Cost 750 Warning 20 F Warranty Comments Contract Type Contract based on number of issues Default number of support issues lo Support Contract Duration of Years of Months of Days Contract Service Minutes Hours Minutes Service Time sol lo Inactive 2 Enter the name of the new Contract in the Contract Name field This field is required 3 Inthe Standard Cost field enter the cost per Contract incident hour etc 4 Inthe 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 5 If this is a warranty Contract check the Warranty checkbox The Standard Cost field can be left bl
97. ion 29 Urgency Resolved By Resolved Date v Note Fields denoted with an asterisk cannot be removed because they are being used by a HDAutoEscalate Rule Save Cancel 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 button 4 To move all fields from one list to the other with one click use the and buttons TALOGIC 70 Help Desk Authority for Web 9 0 User Manual A QUEST SOFTWARE COMPANY The 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 Users 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 earch Quick Tasks Help Logout Eg Requester Management Manage Message Board Requesters Requester Validation View a a ion start Date Time pate Time y Asset Management a Help Desk Authority for Windows amp Web Both 1 1 2010 12 1 2012 Asset Templ
98. iority 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 Edit Priority Issue Priority Priority Name Urgent ij Fl Inactive The following time period is used to calculate a default due date for the issue Due Hours i Due Minutes 0 Set due date based on 24 7 schedule and ignore business hours and holidays Save Cancel 62 Help Desk Authority for Web 9 0 User Manual A QUEST SOFTWARE COMPANY 5 To change the order of your Priorities select one and use the ud or y keys to arrange them Adjusting the Mapping Grid To adjust Priorities up or down in the Priority Mapping grid 1 Check the Automatically assign 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 Fi Automatically assign priorities based on impact and urgency _ Allow users to manually override priority settings Select the Priority you wish to shift up or down in importance Using the and 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 High which intersects the Medium
99. iptlogic Products Other Products 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 Select Audits Window Reports used in e Change Tracking E Select Type Mozilla Firefox 7 http sl pa 22vwetl hdweb Reports SelectType aspo v7 Select Status Status First and Latest s a From the Audits drop down menu select either First and Latest or Most Recent Two Click the OK button 139 Help Desk Authority for Web 9 0 User Manual A QUEST SOFTWARE COMPANY Hotfix Report Configuration Window Reports used in e Hotfixes OIA Y Hotfix Report Configuration Mozilla Firefox http sl pa 22vwefl hdweb Reports HotfixReportConfiguration aspx Reportld 407 Select operating systems to include in the report w Select KB articles to include in the report w 940157 Ea Microsoft Windows Serve KB905866 E Microsoft Windows Vista E KB925902 KB929123 KB929399 KB929916 KB930178 KB930857 KB931099 KB931213 KB931573 KB933729 Show Computers with the selected hotfixes Missing v 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
100. ished 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 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 Save button when finished ETA O 123 Help Desk Authority for Web 9 0 User Manual A QUEST SOFTWARE COMPANY Chapter 5 Reports Help Desk Authority 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 hitp www crystalreports com The Standard Help Desk Authority Report Categories an
101. ity 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 A TALOGIC 108 Help Desk Authority for Web 9 0 User Manual A QUEST SOFTWARE COMPANY Common Queries en Issues My Issues from Today All Overdue Open Issues All Issues from Today The Common Queries menu simply contains the most common Queries you will be using Select the query you would like to run from the drop down menu and the results will be presented in the list My Layouts The My Layouts menu contains the default and custom layouts that you use to view Issue lists The menu will also contain a layout called All Fields in which all of the fields of an Issue are shown in the list view These layouts are managed in the List Layout Manager covered in the previous chapter under List Layouts 109 Help Desk Authority for Web 9 0 User Manual A QUEST SOFTWARE COMPANY Export Export to Specified Format OSV Excel HTML The Export drop down menu allows you to export Issue lists Asset lists or Query Results into CSV Excel or HTML formats While viewing the list you wish to export select the export format from the menu If you chose CSV or Excel as your Export format you will be presented with a pop up notification asking you if you d like to Open or Save the file If you select Save you
102. kson titan com lt lt First lt Previous Next gt Last gt gt s 4 u Y 913 258 49 207 655 7199 515 374 0161 402 673 5567 317 863 5727 859 863 5448 312 372 1059 225 823 7803 303 678 5966 617 653 7120 Create New Requester Y w x State Province Postal Code City KS 66101 USA Country Per Page uy 19 Help Desk Authority for Web 9 0 User Manual A QUEST SOFTWARE COMPANY Searching for a Requester There are several ways to search for a Requester from the Requesters 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 Find a Requester Note Enter full or partial search criteria and click Search button Create New Requester Requester Name Primary Phone Company Name City Emai State Province 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 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 Create New Requester button to open the New Requester window as shown below New Requester e Ma Requester Name Inactive General Custom Fields HDAccess B Assets Attachments Contr
103. lecting 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 EdilldLocic 52 Help Desk Authority for Web 9 0 User Manual A QUEST SOFTWARE 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 Edit Issue Template Issue Template General Description Resolution Recurrence Generate issue based on a recurring schedule _ Daily Recur week s every on Weekly
104. lp Desk Authority for Web 9 0 User Manual ExTdLocic A QUEST SOFTWARE COMPANY Example 2 A Query with two sets of Grouped conditions Conditions Y E y Due Date y Is Greater Than or Eq y 11112010 12 00 AM y E Aand _ Due Date v lis Less Than or Equal 6130 2010 12 00 4M x e AA And v Z v Priority y Equals i Urgent M Z Or v Priority v llEquals 1 High v 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 A A en A RS eee y aa Due Date v lisGremtertnanorEg wf 1n20101200AM xl A and DueDate v lleLessThanorEqual w 6 30 201012 004M y andy E A llrriorty Slua h e Sel ifor y Priorty wflEquais x l2 High and company ar Equals Titan Software Inc 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 Prior
105. lso 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 Mit A v Jissue No v ills Greater Than w a 12 Sr e Operands 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 105 Help Desk Authority for Web 9 0 User Manual A QUEST SOFTWARE COMPANY In the next example we will add another operator Example 2 A Query condition with two operators Conditions Folder y Equals v Upgrade Project v 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 w Equals v KB Issues v And NOT In this example we have added another condition to the previous example This Query will now re
106. ment of the field If you wish the field to be required select the Yes radio button Otherwise select the No radio button 8 Inthe Selection List Values section you can add edit or delete values if the custom field will be a drop down menu To add values EdildLocic 83 Help Desk Authority for Web 9 0 User Manual A QUEST 5 OFTW ARE COMPANY a b C d e Check the Selection Table checkbox Click the Add button This will open the Custom Field Value window Enter the value for the selection in the Value field Click the Save button Repeat steps b d for each additional value 9 Inthe 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 lf the field will be a drop down menu select the default value from the Default Value drop down menu 10 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 11 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 Save 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 Sel
107. n 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 Enable Remote Support on Port Enables Desktop Authority Remote Management on 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 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 30 Day Company Evaluation License License Key B1F4053A VER80 EVL1 BAC1 BAE2 BRV1 CID10 CIR4 AXD1 USR10 SRH1 ISU500 TMP30 SPS2010123 Y Unlock to Edit Import License da Validate 1 Make sure the Unlock to Edit checkbox is checked if you wish to edit the fields 2 Enter the Requester name in the Requester field EdilldLocic 66 Help Desk Authority for Web 9 0 User Manual A QUEST SOFTWARE COMPANY Enter the Company name in the Company field
108. n 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 Hours and Status Report you will be presented with this second version 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 130 Help Desk Authority for Web 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 a select Company and Active Inactive Mozilla Firefox http sl pa 22vwefl hdweb Reports CompanyCustomer aspx Window Select Company and Active Inactive Company All Active Inactive All 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 a Select Status and Date Range http sl pa 22vwcfl hdweb Reports Week 7 Status Open Start Date 1 1 2011 End Date 5 16
109. n the Requester Add window 2 Decide if the Requester will initially be active or inactive If inactive check the Inactive checkbox to the right of the Requester Name field Otherwise leave the box unchecked 3 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 4 Requesters can be modified or deleted at any time by using the Modify and Delete buttons located at the bottom of the window 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 ara Logout Q Requester Management Find a Company Requesters Note Enter full or partial search criteria and click Search button 4 Create New Company Requester Validation Asset Management Asset Templates O Asset Types Company Name Company Code City Email Domain State Asset Manufacturers Asset Vendors E Issue Management gt Issue Templates gt Issue Activity Issue Category Issue Sub
110. nagement From creation to resolution Issues are tracked and updated through the various tools the application has to offer When your help desk receives 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 Create New Issue button You can also click the down arrow button next to the Create New Issue button and choose from Create New Issue or Create Issue from Template Create New Issue Y Create New Issue Create Issue From Template This will open the New Issue window shown below New Issue Close Issue List New Issue 19 i Issue History y M keo Issue Actions so F Jage Issue Time 0 Days 0 Hours 0 Minutes Total Time Issue Activity 0 Days 0 Hrs 0 Min Companv o sf Received On 6 1 2011 w 12 22 Pm Priority w Requester Poo M Status open O Impact o Location y Sub Status y Urgency ban Department Po MA Category y Assigned Group ha Phone Sub Category 1 Po Ty Assigned User Helpdesk Administrato Email Sub Category 2 y Due Date Mizo Pm Issue Type v Manage HDMail Subscriptions Summary Description Cuad Y activity U resolution custom Fields attachments asset product Contract JU Related Issues Option Date Type NoteText ET 112 Help Desk Authority for Web 9 0 User Manual A QUEST SOFTWARE COMPANY The Issue Timer To the right of th
111. nd 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 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 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 If 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 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 Click the Save 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 an Activity select Edit Activity from the selection box menu under the Options column or click the note itself Edit the activity and click the Save button when finished To delete an activity select Delete Activity from the selection box menu under the Options column and click the OK button at the prompt to delete Under the Activity tab you will notice two counters Activity Total Time and Total Cost shown below These counters will track the time an
112. ned below If you would like to browse your system for a file to attach click the Browse button This will 1 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 Select File field 2 Click the Attach File button The file will now be attached to the Requester record and will appear in the attachments list In the example below an image file has been added Edit Requester Requester Name Cathy Gallagher Inactive 8 General Custom Fields HDAccess B Assets El atachments 4 Contracts Products Select File mW A QUEST SOFTWARE COMPANY 24 Help Desk Authority for Web 9 0 User Manual 3 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 Attach URL Attach URL Web Address www scriptlogic com Description Point Click Done Savel Cancel 4 Click the Save button The next tab in the Requester Add window is the Contracts tab From here you can associate a specific Contract to the new Requester Edit Requester X Requester Name Alicia Lawson F Inactive Y General Custom Fields HD Access 65 Assets Attachments DiConira
113. ng There are six different tabs in the System Options window They are e General General settings such as Issue time spent Issue status change options set up options for HDAccess and Remote Management and Time Date format e License Licensing information for the application including Requester and Company name as well as the current license key in use e Directories Settings for the individual directory folders for Attachments Search index and Reports e Email Configuration Sets the default settings for email related to Issues including set up of an SMTP or Outlook server e Report Settings Configures the Report Viewer settings and Issue ticket settings e Field Tracking Settings for generating Issue activity records to track changes in select fields 64 Help Desk Authority for Web 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 The first section of the General tab is Time spent for an Issue will be determined by these options You have three options Issue Issue time is a field in the Issue window It represents the total time spent on an Time Issue This option can be used in lieu of Activity time The Issue timer with this option Entered will appear like this B Issue Time 0 Days 0 Hours 0 Minutes Total As Activities are entered each one will have a time assigned to it by the user Using A
114. nsible for managing the Help Desk Authority Software ED 2 Gaze Privileges Revoked from Group Privileges A or Group Asset Add Asset Edit Asset Delete Asset Search AssetManufacturer Add AssetManufacturer Delete AssetManufacturer Edit AssetManufacturer Search AssetTemplate Add _ AssetTemplate CreateAsset AssetTemplate Edit AssetTemplate Delete AssetTemplate Search AssetTypes Add AssetTypes Delete Users not in Group E Helpdesk Administrator Yy Y A A John Smith Mary Jones A y Cancel Ad LOGIC 13 Help Desk Authority for Web 9 0 User Manual EXILE 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 up one spot on the list 23 Move selected item down one spot on the list Once all items are in the correct location click the Save button 14 Help Desk Authority for Web 9 0 User Manual A QUEST SOFTWARE COMPANY Quick Tasks Under the Search window is the Quick Tasks menu shown below It will allow you to jump to common tasks in Help Desk Authority for Web very quickly The New option displays the sub menu below meme New Opens the New Issue window for the creation of a new Issue Asset Opens the New Asset window for the cre
115. nu Issues Displays the Issue list and corresponding menu and filter options Assets Displays the Asset list and corresponding menu and filter options Reports Opens the Reports window allowing you to perform any reporting function in Help Desk Authority for Web for Web Siti LOGIC 10 Help Desk Authority for Web 9 0 User Manual Extuocid Dashboard Opens the Dashboard where you can view edit add and create custom widgets based on Queries Knowledge Base Opens the Knowledge Base window and allows you to search for KB articles Query Opens the Query window that is very similar to HAD for Windows Administration Opens the Administration window From here you can complete tasks in Requester Management Asset Management Issue Management Configuration Customization and Security The Search Feature The Search functionality of Helo Desk Authority for Web is located to the right of the toolbar as shown below ee E 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 for Web from one simple window containing very powerful search capabilities The capabilities of HDSearch are explained in detail in the HDSearch User Manual HD Search Search Request Total Results found 1 Options Company Name View Titan Software Inc titan com 913 258 4981
116. nu All Issues or Overdue Issues Click the OK button 134 Help Desk Authority for Web 9 0 User Manual A QUEST SOFTWARE COMPANY Select Company Requester Window Reports used in Issue Detail by Company Issue Summary by Company Assets by Requester Company Requester Listing Products by Company Requester E Select Company Requester Mozilla Firefox http sl pa 22vwefl hdweb Reports CompanyCustomer aspx Window T Select Company Requester Company All Requester All 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 135 Help Desk Authority for Web 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 r wy Select Graphical Reports Mozilla Firefox A http sl pa 22vwcfl hdweb Reports SelectActivitiesAndT echnicians aspx Inactive 2 amp Reportld 31 amp StartDate 1 1 2011 amp EndDate 5 17 2011 Select Activities and Technicians Available Activity Types Selected Activity Types Available Technicians Selected Technicians ia Closed a Helpdesk Administrato John Smith Mary Jones ae lorgio oprejweiu Email from Requester Email from User Email Sent Issue Reopened New Issue Note On site visit Part Ordered
117. nufacturers you can also capture key information about the vendors who have sold or who lease the Assets to you If you choose your 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 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 New Asset Template Asset Template Edit ig Remote Support Asset Name Dell Desktop Computer Asset Owner Requester Asset Type Desktop Computer Requester Name Allan Brentley Asset Tag company Mame Titan Software Inc Issue History View All 0 ea Location Name Department Inactive Mcm 2 Attachments 8 Custom Fields Manufacturer Name Dell Vendor Name In
118. o set up BridgeTrak Suite for use with SQL Se 0 How to add a date to a custom report 0 An error occurred while parsing Entity name 4 14 2006 9 23 05 AM Data Mapping from Active Directory to BridgeTrak 5 0 How to invoke the Report Designer in BridgeTrak fo 0 Known issues with the current version of Active Dire 0 SRH101 BridgeSearch automatically detects fields in the folli 0 AAA AXD101 Duplicated records apperaring in the CUSTOMERSt 0 la ota lt lt First lt Previous ext gt Last gt gt er Page utomatically refresh every inutes efres 1 10 of 72 total Next gt Last 10 Per P Automatically refresh 5 Minut Refresh 150 Help Desk Authority for Web 9 0 User Manual 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 eal earc Sub Category 5 Search For a a All of the words entered A E M 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 yo
119. on 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 EdildLocic 85 Help Desk Authority for Web 9 0 User Manual A QUEST SOFTWARE COMPANY 10 11 12 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 4 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 The fields can 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 Created User Ascending Category Ascending mE To delete a la
120. ote 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 If 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 Click the Save 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 Edit Note from the selection box menu under the Options column or click the note itself Edit the note and click the Save button when finished To delete a note select Delete Note from the selection box menu under the Options column and click the OK button at the prompt to delete EdilldLocic 115 Help Desk Authority for Web 9 0 User Manual A QUEST SOFTWARE COMPANY The Activity Tab To add an Activity to the Issue 1 2 3 4 10 11 Click the Add Activity 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 a
121. ou 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 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 calendars 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 Click the OK button when finished EdildLocic 146 Help Desk Authority for Web 9 0 User Manual A QUEST SOFTWARE COMPANY The Gauge Configuration Window There are two tabs in the Gauge Configuration window The first Gauge Settings is shown below Title Alllssues Re opened Alert Settings O Predefined Query Issue Reopened HDAuthority Query All Issues by Assigned User i 7 ayis J IV Only include issues opened within the past Gauge Type Vertical F Set wa rning levels Red 4 Yellow A 3 Green 0 o 0 i t pH I T e 1 1 Enter the title you would like to use for the new widget in the Title field 2 Using the radio buttons select between Predefined Query and HDAuthority Query then select the preferred Query for your results from the drop down menu 3 To narrow your results by recent date check the Only includ
122. oup of Users Affects User T 3 You can delete the Impact by selecting it then clicking the button When prompted for confirmation click the OK button 4 To edit the Impact select it then click the A button or simply double click the name of the Impact 5 To change the order of your Impacts select one and use the HE or keys to arrange them Adding an Urgency 1 Inthe Urgencies text field enter the name of the new Urgency then click the O button 2 The Urgency will now be visible in the Name column of the Urgency list Urgencies Medium Low GE SCRIP 61 Help Desk Authority for Web 9 0 User Manual 3 You can delete the Urgency by selecting it then clicking the button When prompted for confirmation click the OK button 4 To edit the Urgency select it then click the A button or simply double click the name of the Urgency 5 To change the order of your Urgencies select one and use the ud or keys to arrange them Adding a Priority 1 Inthe Priorities text field enter the name of the new Priority then click the O button 2 The Priority will now be visible in the Name column of the Priority list Priorities edo High Medium Low DE 3 You can delete the Priority by selecting it then clicking the button When prompted for confirmation click the OK button 4 To edit the Priority select it then click the A button or simply double click the name of the Pr
123. p Desk Authority when and how often to create an Issue using the Issue Template to populate the Issue fields 49 Help Desk Authority for Web 9 0 User Manual A QUEST SOFTWARE COMPANY Defining Users for Creating Recurring Issues Help Desk Authority for Web 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 User 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 PA Requester Management Requesters Define Users for creating Recurring Issues Companies O Requester validation EEC ee eee ee Asset Management Text issue Q Asset Templates gt Asset Types gt Asset Manufacturers Users Recurring Issues Mozilla Firefox Asset Vendors gt E Issue Management _ http sl pa 22vwefl HDWeb Issues RecurrenceUsers aspx status popup i Issue Templates Issue Activity Users Recurring Issues Issue Category 9 haue aih iatus
124. pecify Top X Value In this wndow 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 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 Issue categories that are used most often Click the OK button 128 Help Desk Authority for Web 9 0 User Manual A QUEST SOFTWARE COMPANY User Selection Window Report used in e Graph Average Issue Length by User E User Selection Mozilla Firefox _ http sl pa 22vwefl hdweb Reports SelectionWindowForGraphReports aspx WindowType 7 7 User Selection Select Users Available Users Helpdesk Administrata John Smith Mary Jones iorgio oprejwelu Specify the Minimum Percentage to appear on the Report A Select Top X Specify Top X Yalue In this window you have two main selections
125. pent with the drop down menu to the right of the Cost Per Time Spent fields 8 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 9 Check the Display on Note Tab checkbox if you would like the activity to be entered as a note also 10 Click the Save button 11 The new Activity Type will now appear in the Activity Type list 12 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 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 Quick Tasks Help a Requester Management Issue Categories Requesters Companies Requester Validation BS ca General iS Asset Management Hardware Asset Templates C3 Internet Asset Types el Asset Manufacturers Sofia Asset Vendors ca Telephone C Issue Management Time Sensitive gt issue Templates User Administration Issue Activity Issue Category Issue Sub Status gt Issue Types Priori
126. r the location has been edited click the Save button Next we will click the Add button again 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 two additional locations have been added Now four locations appear in the Location list on the Locations tab Edit Company Company Name Buzard s Bullfrogs Inactive General a S Custom Fields GRequesters tocationsi pepartments Contracts Products Bassets BAtachme Home Office 11 Scranton Place Tulsa Las Vegas Office 8893s Vista Ridge Las Vegas NV Lexington 10781 Gilmore Drive Lexington KY 44582 USA 89121 40502 USA Pittsburgh 33 Pearl Pittsburgh PA Address i Address 2 City o Province Postal Code Country ul 1 4 of 4 total lt lt First lt Previous ici ind Next gt Last gt gt 14 Locations can be deleted simply by selecting the location and clicking the Delete button 32 Help Desk Authority for Web 9 0 User Manual A QUEST SOFTWARE COMPANY 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 Edit Company Company Name Buzard s Bullfrogs Inactive General custom Fields Brequesters Diocations PIM PS Contra
127. reating a New Company If you need to create a new Company you can do so from the Administration window in the Company screen Simply click the Create New Company button to open the New Company window as shown below New Company Company Company Name Fl Inactive E Generali custom Fields Requesters Locations Departments Wcontracts DProducts Assets Attachments Company Code Location Main Phone Main Fax Email Domain HDAccess Layout HDAccess Layout qpr T Billable Issue History so Gi Comments 114 OGIC 28 Help Desk Authority for Web 9 0 User Manual EIIALOGC A QUEST SOFTWARE COMPANY 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 O 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 Enter 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 Enter the email domain in the Email Domain field If 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 Select th
128. resented as shown in the New Requesters window below New Requester Requester Name Inactive E a al Custom Fields amp HDAccess s Assets 18 Attachments 5 Contracts 8 Products T Company HE Requester Code Location Name Title Department Primary Phone Address 1 Secondary Phone Address 2 Mobile Number City Fax Number State Province Email Postal Code Country Issue History ae Liso Olly Comments SCRIP 12 Help Desk Authority for Web 9 0 User Manual 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 Selection Lists Certain Help Desk Authority for Web 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 allows 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 Groups and Privileges Groups and Privileges Person s respo
129. riority Mapping section of the Administration window 23 In the Assigned Group field select the Group assigned to the Issue if applicable from the drop down menu 24 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 ETA O 114 Help Desk Authority for Web 9 0 User Manual A QUEST SOFTWARE COMPANY 25 26 27 28 29 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 to the Issue You
130. rolling 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 2 Administration EdilldLocic 149 Help Desk Authority for Web 9 0 User Manual A QUEST SOFTWARE COMPANY Chapter 7 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 a oo Quick Tasks Help Logout Search Knowledge Base for word s or phrase Category earc Sub Category Search For ues All of the words entered eal Product 5 Knowledge Base Configuration Categories Create New Article Options Article ID Title Date Created KB101 brdgutil 0 www kemma com 20070126144004 9 14 2009 10 20 31 AM SOL101 How t
131. rt Contracts Holidays Operating Hours ia Customization 42 Help Desk Authority for Web 9 0 User Manual v Wi Wh VV aa 1 10 of 14 total lt lt First Asset Types Computer Copier Desktop Computer Fax Machine Firewall Firewall Computer Server Notebook Computer Phone Printer Router lt Previous Create New Asset Type Next gt Last gt gt Options Asset Type A QUEST SOFTWARE COMPANY To add a new Asset Type 1 Click the Create New Asset Type button This will open the New Asset Type window shown below 2 Check the Inactive checkbox if you would like to create the Asset Type without making it immediately available 3 Add any custom fields that you would like to include in the Asset type by clicking the Add link in the custom Fields section see Adding Custom Fields below New Asset Type Asset Type Asset Type Hard Disk External me Pl Inactive Custom Fields Add Edit Delete 1 1 of 1 total Column Name Column Type Column Label Default Value Required Inactive 43 Help Desk Authority for Web 9 0 User Manual A QUEST SOFTWARE COMPANY Adding Custom Fields New Custom Field Custom Field Asset Type Column Name DISK_CAPACITY Column Type Text my E Column Length 10 Column Label Capacity Default Value v Required Yes Selection Table V 1 4 of 4 total Inactive
132. ry Select a Query and click this button to run it opens the Results tab Delete 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 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 To Create Rename or Remove a Query category 1 oP 0 O 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 103 Help Desk Authority for Web 9 0 User Manual A QUEST SOFTWARE COMPANY The Query 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
133. s a Requester Management Products O Requesters Requester Validation amp Asset Management Product Name Manufacturer Asset Templates Asset Types Options Product Name Manufacturer Asset Manufacturers X Track CS Asset Vendors X Track Financial X Track Software Corporation j I t z a HESS ADA X Track HR X Track Software Corporation Issue Templates i o X Track Purchasing X Track Software Corporation Issue Activity z B X Track QA X Track Software Corporation Issue Category X Track Sales X Track Software Corporation Issue Sub Status 1 6 of 6 total lt lt First lt Previous Next gt Last gt gt gt lssue Types Priority Mapping 3 Configuration System Options Message Board Support Contracts Holidays Operating Hours za Customization Custom Fields List Layouts gf Security Users Groups and Privileges E 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 74 Help Desk Authority for Web 9 0 User M
134. s The Custom Reports in Help Desk Authority for Web 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 OGIC 141 Help Desk Authority for Web 9 0 User Manual Barocc The Custom Reports will be accessed by selecting Custom Reports at the bottom of the report tree as shown below Reports O Issues O Issues Graphical O Issues Statistical O Assets O Company Requester O Contracts O HDAsset Reports Q Knowledge Base O Master Table Reports 4 Prod OQ Custom Reports 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 window then System Options under the Configuration heading as shown below Help Desk Authority 8 5 Helpdesk Administrator ys 2 System Management amp Requester Man
135. s for configuring your email with Help Desk Authority for Web System Options System Options General License Directories Email Configuration Report Settings Field Tracking SMTP Options SMTP Server Name Port Number Use SSL Default port for sSMTP is 465 Email Address Email Display Name My Server Requres Authentication SMTP User Name Password soaa Route outgoing emails through HDMail Allow HDMail to add Cc Addresses as subscribers when processing incoming emails Miscellaneous Options Default Email Template lt Default gt E Skip attachments while forwarding an issue by email Save Cancel 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 7 If you would like to route your outgoing email through HDMail check the Route Outgoing Email Through HDMail checkbox 8 If you checked the checkbox in Step 7 above you also have the option to Allow HDMail to Add Cc Addresses as Subscribers W
136. sed for reports There are three tabs in the Query Manager e The Menu Tab Where Queries are categorized are managed e The Query Tab Where new Queries are created by adding conditions e The Results Tab Where the results of queries are displayed Each tab will be described in detail during this chapter Menu Query Results Add Category fi Rename Category Delete Category Add Query H Rename Query 7 Edit Query gt Run Query Delete Query Saved Queries El C Issue Queries El y Public E Default E g Default El a Private E Default E E Default E 3 System l Default El amp Asset Queries El py Public g Default El a Private Ej Default E Ca System 4 B Default Close The Menu Tab The Menu tab is where all Queries are managed There are two sections of the menu tab e The Toolbar e The Saved Queries section 102 Help Desk Authority for Web 9 0 User Manual A QUEST SOFTWARE COMPANY The Toolbar Toolbar Item Add Category Click to add a new Query category Rename Category Select a Query category and click this button to rename Delete Category Select a Query category and click this button to delete it O Add Query Click to add a Query Opens the Conditions tab Rename Query Select a Query and click this button to rename it A Edit Query Select a Query and click this button to edit it opens the Conditions tab Run Que
137. set Type Requester Name Asset Tag Company Name Issue History so Location Name Department DA Asset Inactive Genera Attachments Custom Fields Manufacturer Name Vendor Name Model Date of Purchase Serial Number Price Part No PO Number Comments Save Cancel Enter the name of the Asset in the Asset Name field Select the Asset type from the Asset Type drop down menu 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 8 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 DPTO N 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 A NES ye J F General Y Attachments Custom Fields EdildLocic 122 Help Desk Authority for Web 9 0 User Manual A QUEST SOFTWARE COMPANY The General Tab 1 Select the manufacturer name from the Manufacturer Name drop down menu 2 Select the model type from the Model drop down menu 3 Enter the ser
138. sk Authority Help Opens a PDF document containing the Help Desk Authority for Web User Manual Email Support Opens your email client and addresses an email to hdasupport scriptlogic com with a subject of HD Authority for Web Feedback Customer Feedback Opens the ScriptLogic Product Feedback Page for submitting your feedback on Help Desk Authority and other ScriptLogic products Contact Us Opens the ScriptLogic Contact Us page About Help Desk Authority for Web Displays the latest version and buld information as well as local and network database names being used SCRIP 17 Help Desk Authority for Web 9 0 User Manual Chapter 2 Administration Administration available through the Admin button on the toolbar manages the items used in creating Issues in Help Desk Authority Selecting Admin opens the Administration window as shown below with the sidebar navigation in the red frame search Logout Requester Management Find a Requester Requesters Companies Requester Validation Asset Management Asset Templates Dn DEY BES EOI NE DEI DE ERA CE NO CNI OS IR gt Asset Types 9 Asset Mahue Requester Name Company Name email Primary Phone State Province Postal Code Country Asset Vendors Adam Cox E Issue Management Alicia Lawson Titan Software Inc alawson titan com 207 655 7199 USA Issue Templates gt Allan Brentley Titan Software Inc abrentley titan com 515 374 0161 USA
139. st Kansas City Medium 1 5 2011 11 21 54 AM I need Power Point installed on my PC to con Walter Cobb Service Request Kansas City High 1 5 2011 11 30 36 AM Unable to import excel files into the accountir hy al Issue Asset List rst lt Previous Next gt Last gt gt Status Bar gt 108 Per Page Automatically refresh every 0H Minutes Each region will be described in detail in the following sections Note that many tasks in Help Desk Authority for Web can be accomplished through multiple methods Over time you will develop methods and custom screens that are the most efficient for your particular organization Sit LOGIC 9 Help Desk Authority for Web 9 0 User Manual Extuocid Main Menu The Main menu displays the Help Desk Authority for Web menus These menus contain all of the tasks available in Help Desk Authority for Web Options Issue No Requester Issue Type Location Priority 1 Adam Cox Incident Kansas City High 3 Adam Cox Incident Kansas City High ma a m a a we a sa e When you select a menu item a list of commands is displayed For example when the Common Queries menu item is selected the following list of commands is presented The Toolbar The Toolbar contains icons that enable you to access the commands that are used most frequently by Help Desk Authority for Web Users When you select an icon from the Toolbar the command is executed in the same way it would be if chosen from a me
140. te 5 After adding an Asset you can edit it at any time by using the Edit button to open the Edit Asset window You can also delete an asset by selecting it and clicking the Delete button 37 Help Desk Authority for Web 9 0 User Manual A QUEST SOFTWARE COMPANY The final tab in the Company Add window is the Attachments tab If you would like to attach any files to a Company follow the steps outlined below Edit Company Company Company Name Buzard s Bullfrogs Fl Inactive General custom Fields GRequesters Locations MiDepartments Wcontracts Products Bassets SVattactmes Select File Browse Options File Name Le s ipa TA 1 If you would like to browse your system for a file to attach click the Browse 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 Select File field 2 Click the Attach File button The file will now be attached to the Company record and will appear in the attachments list In the example below an image file has been added 3 You can also view an Attachment by using the 4 button to access the context menu shown below Choosing View will open the Attachment Choosing Delete Attachment will delete the Attachment iv View Delete Attachment 4 To attach a URL click the Attach URL button and enter the information in the Attach UR
141. ted 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 from 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 10 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 11 To revoke all available privileges from the new user click the button 12 To remove all revoked privileges from the user click the button EdilldLocic 91 Help Desk Authority for Web 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 This is a new User 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
142. tes will 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 for Web 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 for Web We recommend that you keep a copy of this manual close by for quick reference Help Desk Authority for Web Is a very intuitive application and this manual will assist you in discovering the powerful more detailed features that it has to offer OGIC 6 Help Desk Authority for Web 9 0 User Manual Estaca Installation of Help Desk Authority for Web The Installation of Help Desk Authority for Web is automatic upon the installation of Help Desk Authority for Windows No additional steps need to be taken System Requirements The system requirements are outlined in the Installation manuals however we feel it is important to add browser requirements to this document since it is a web based version of Help Desk authority Browser Requirements HDAccess e Microsoft Internet Explorer 7 8 9 e Mozilla Firefox 3 6 4 e Google Chrome 11 e Apple Safari 5 HDWeb e Microsoft Internet Explorer 8 e Microsoft Internet Explorer 9 Compatibility View mode only e Mozilla Firefox 3 6 4 QUEST SOFTWARE COMPANY 7 Help Desk Authorit
143. teve J Lexington 40502 1 1 of 1 total Ww 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 the fields as outlined in the Creating a New Requester section then click the OK button ait LOGIC 30 Help Desk Authority for Web 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 are two locations Edit Company Company Name Buzard s Bullfrogs Inactive TS A A Home Office 11 Scranton Place Tulsa 44582 USA Lexington 10781 Gilmore Drive Lexington KY 40502 USA 4 1 2 of 2 total lt lt Firs lt Previous Sa Next gt Last gt gt mW First we will modify the location by clicking the Edit Button This opens the Location Edit window E Location Edit Mozilla Firefox C bttp sl pa 22vwefl HDWeb Companies frmLocation aspx LocationID 248t 7 Location Edit Location Name Home Office Address 1 11 Scranton Place Address 2 City Tulsa State Province OK Postal Code 44582 Country USA Siti LOGIC 31 Help Desk Authority for Web 9 0 User Manual Esta occ Afte
144. 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 126 Help Desk Authority for Web 9 0 User Manual A QUEST SOFTWARE COMPANY 4 Inthe Filter by Dates 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 Filter By Dates Date Type All y Start Date End Date Actual Date 1 1 2011 5 16 2011 v Relative Date It should be noted here that date 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 addi
145. 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 140 Help Desk Authority for Web 9 0 User Manual A QUEST SOFTWARE COMPANY Select Date Range Window Reports used in e Modified KB Articles e New KB Articles Select Date Range Mozilla Firef LEE O http fsi pa 22vwcfAl hdweb Reports Week 1 Select Date Range Start Date 1 1 2011 w End Date 5 17 2011 wt 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 for Web interface 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 Report
146. 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 email 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 148 Help Desk Authority for Web 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 Deleting a Widget To delete a widget do one of the following
147. 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 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 o A EdilldLocic 113 Help Desk Authority for Web 9 0 User Manual A QUEST SOFTWARE COMPANY 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 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 th
148. tional 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 OGIC 127 Help Desk Authority for Web 9 0 User Manual Extuocic 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 Category Selection Window Report used in e Graph Average Issue Length by Category E Category Selection Mozilla Firefox E e _ http sl pa 22vwetL hdweb Reports SelectionWindowForGraphReports aspx Window Type Category Selection Select Categories Available Categories Selected Categories Administration pS Antivirus E App Server Checkpoint Cisco Sl Domain Controller Email Employee Leaving Employee Move de Specify the Minimum Percentage to appear on 0 the Report Select Top X S
149. to handle the Issue than another user Login Groups and Privileges Comment Sk El Categories MN o o 7 O General Category Add Skill Hardware PORRA Internet Skill Level Bas c Y PTI lal Network Category Name Skill Level Blo sofware Telephone O Test Category O Time Sensitive E User Administration O Employee Leaving O Employee Move E O New Employee Logon Policy OQ Portal Access O Password Reset 92 Help Desk Authority for Web 9 0 User Manual 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 Skill 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 Save button 5 Toremove 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 Save button To Edit a User 1 Select the user you wish to edit from the User list 2 Click the Edit User Options button This will open t
150. to the Privileges Revoked from Group list using the arrow buttons 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 Creating a Group In the Groups tab 1 Click the Add button This will open the Groups Add window Add Group Groups Add Description Group Name Description Layouts Asset lt Default gt Company lt Default gt Requester lt Default gt e Issue lt Default gt Y Inactive 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 EdilldLocic 97 Help Desk Authority for Web 9 0 User Manual A QUEST SOFTWARE COMPANY 5 Inthe 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 6 Click the Save button when complete The Privileges Tab The Privileges tab is shown below Select a Privilege Privilege Name Asset Add Users With Privilege Revoked Groups With Privilege Revoked 7 The Privileges tab in the Groups and Privileges
151. turer name in the Manufacturer field This field is required 3 To add a new model to the Manufacturer first save the new manufacturer by clicking the Save button Next click the Create New Model button to open the Add Asset Model window aha 46 Help Desk Authority for Web 9 0 User Manual Enter the model name in the Model field Click the Save button A QUEST SOFTWARE COMPANY 6 Inthe Options column of the model list use the selection box to edit or delete a model Edit Model Delete Model 7 Back in the Asset Manufacturers list use the selection box in the Options column to edit or delete the manufacturer iv Edit Manufacturer Delete Manufacturer Asset Vendors Help Desk Authority for Web gives you the capability of assigning Vendors to Assets In this way you are able to track and maintain 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 Eg Requester Management Find an Asset Vendor Searching for an Asset Vendor The top of the Asset Vendors window contains the search function to locate vendors Requesters Requester Validation i amp Asset Management Asset Templates Options vendorName city state Postal Code __ Phone Number Main Email Asset Types American Office Equipment Inc Asset Manufacturers Columbus Offic
152. turn 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 v Equals v Upgrade Project v Folder v Equals v la 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 106 Help Desk Authority for Web 9 0 User Manual A QUEST SOFTWARE COMPANY Example 4 A Query with three conditions Conditions Y jissue No e lts Greater Than v 1 ssue No w fis Less Than v 36 issue No bd Equals x 57 nd 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
153. ty Mapping System Options MN thannaan Daared 55 Help Desk Authority for Web 9 0 User Manual A QUEST SOFTWARE COMPANY Creating an Issue Category Add Issue Category Issue Category Category Name Privatel l Inactive 1 Select a category in the list that will be the parent category for the new category If you are creating a parent category instead select the main Categories category in the list Click the Add button This will open the Add Issue Category Type window Enter the name of your new Issue Category in the Category Name field Click the Save button The new Issue Category will now appear in the Issue Category list 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 Clg ee TO TALOGIC 56 Help Desk Authority for Web 9 0 User Manual A QUEST SOFTWARE COMPANY Issue Sub Statuses Quick Tasks Requester Management ssue Sub Statuses Requesters Companies Requester Validation Issue Sub Statuses Asset Management Asset Templates Issue Status View All v 9 Asset Types Sub Status Open Assigned Ps Suspended Budget Hold Asset Manufacturers Closed Cancelled Open In Progress Asset Vendors Suspended In Review Open New a aan EDn Pending Research Issue Templates Closed Resolved Pending Waiting on Requester Issue Activity Issue Category Issue Sub Status gt
154. ur choice in the fields and drop down menus provided 1 Click the Search button 2 To clear all search fields click the Reset button 3 To see the entire population of Knowledge Base Articles do not enter anything in the search fields Simply click the Search button 151 Help Desk Authority for Web 9 0 User Manual A QUEST SOFTWARE COMPANY 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 If you use the Options selection box select View The Article will open as shown below Edit View Delete View Article How to set up BridgeTrak Suite for use with SQL Server Express 2005 Description Microsoft has released SQL Server Express 2005 which is a free version of Microsoft SQL Server This version of SQL Server is fully compatible with BridgeTrak Suite 8 0 There are various steps which must be taken to install SQL Express and make it accessible from computers on your network Cause Recolutinn Related Articles 20070126144004 ii you find this article to be useful Yes No 152 Help Desk Authority for Web 9 0 User Manual A QUEST SOFTWARE COMPANY Creating and Editing a Knowledge Base Article For a more detailed look at a Knowledge Base Article select Edit from the Options selection box
155. us issue Types Priority Mapping 4J Configuration System Options Message Board Products Support Contracts Holidays Operating Hours ig Customization Custom Fed List Layouts Security Users Groups and Privileges 82 Help Desk Authority for Web 9 0 User Manual A QUEST SOFTWARE COMPANY Custom Fields Help Desk Authority allows you to create custom fields for Assets Companies Requesters and Issues 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 2 Click the Create New Custom Field button to open the Add Custom Field window Add Custom Field Custom Field Assets Column Name Column Type Text Column Length Column Label Default Value Required Selection Table Inactive 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 require
156. vious Next gt Last gt gt E Issue Management Issue Templates Issue Activity issue Category Issue Sub Status Issue Types 0 0 0 0 Logout 1 To make sure the data in the list is current use the Refresh button at the top of the list to capture the latest data from the database 2 Toreview a registration single click on the name of the individual Requester This will open the Validate Requester window showing the details of the Requester as shown below Validate Requester Requester Validation Full Name Cindy Dokken si Company Name Environmental Plastics bil F z pr Primary Phone Email jedokken ep com Logon Name cdokken Y View Company Issues Pe WI View Department Issues LI View Location Issues E Open Requester Setup Window after Validation Deny Delete Deny Retain 3 To approve the Requester registration click the Approve button 4 To deny the Requester registration and delete the Requester click the Deny Delete button 5 To deny the Requester registration at this time but retain them as a Requester in Help Desk Authority click the Deny Retain button 39 Help Desk Authority for Web 9 0 User Manual A QUEST SOFTWARE COMPANY Asset Management Through Asset Management Help Desk Authority for Web provides an excellent means for keeping an inventory of your organization s Assets In addition to storing information such as serial numbers locations and ma
157. w these attachments select the attachment and click the Open With button then select the appropriate application 155 Help Desk Authority for Web 9 0 User Manual RE 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 Edit Article Knowledge Base Maintenance __KB Article Details Keyworts Related Articles Preview Keyword Gui Save Cancel To add keywords to the Article click the Add button This will open the Add Keyword window Enter any keyword you would like to add and click the OK button To edit any keyword click the Edit button make the edits and click the OK button To delete the keyword select the keyword and click the Delete button QUEST SOFTWARE COMPANY 156 Help Desk Authority for Web 9 0 User Manual 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 When you see related Articles you can select them from the Preview tab to read more on the related Issue Edit Article Knowledge Base Maintenance KBAtide Details Keywords RelatedArides o Preview Articier0 rie OOOO e www kemma com 20070126144004
158. will be prompted to chose the location If you select HTML as your Export format you will see the results presented in a web browser Open Issue If you know the number of an individual Issue you would like to view enter it in the Open Issue field in the main menu and click the Go button This will open the Issue window of the Issue you entered if it exists If the Issue does not exist you will be presented with a notification informing you that it does not exist The Filter Bar Filter by Status Al Y Priority Al oe 0 CECI You can narrow your Issue List with filters as defined in the table below Status Choose between All Open Closed Pending and Suspended Priority Choose between Urgent High Medium and Low Date Received Choose a value from the drop down calendar You can use any one filter or any combination of filters To clear your filters and start over click the Clear Filter button 110 Help Desk Authority for Web 9 0 User Manual A QUEST SOFTWARE COMPANY The Options Menu In the left most column of every Issue records is the Options menu shown below From this menu you can view an Issue resolve an Issue add an Issue to a folder or delete an Issue View Issue Resolve Add Issue to Folder Delete View Issue Selecting View Issue opens the Edit Issue window shown below Edit Issue Close Issue List aj Issue No 10 v Issue History Y sa Issue Actions y sa 3 Age 126 days 0 hours 14
159. 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 To view information about a specific privilege select it from the Privilege Name drop down menu In the Lists below you will see all Users with the privilege revoked and the groups with the privilege granted 98 Help Desk Authority for Web 9 0 User Manual A QUEST SOFTWARE COMPANY Chapter 3 Issues Issues are items that are tracked 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 e Link related Issues with dependencies promoting easy and logical workflow e Route Issues to personnel based on Group Status and expertise using Skills Based Assignment 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 The Issues Main Menu The Issues main menu consists of several menus that you will use to view and update Issues Each drop down menu will be covered in detail
160. 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 week You will be able to adjust the times by following the instructions below A Requester Management Requesters Companies Requester Validation 4 Asset Management Asset Templates gt Asset Types Asset Manufacturers Asset Vendors C Issue Management issue Templates Issue Activity Issue Category Issue Sub Status gt Issue Types Priority Mapping 34 Configuration System Options Message Board Products Support Contracts Holidays ia Customization Custom Fields List Layouts Security Users Groups and Privileges 80 Help Desk Authority for Web 9 0 User Manual Day Of Week Monday Tuesday Wednesday Thursday Friday Saturday Operating Hours Start Time 8 00 AM 8 00 AM 8 00 AM 8 00 AM 8 00 AM 8 00 AM End Time 5 00 PM 5 00 PM 5 00 PM 5 00 PM 5 00 PM 5 00 PM A QUEST SOFTWARE COMPANY Editing Operating Hours To edit Operating Hours Edit Operating Hour Operating Hours Tuesday Start Time AM v End Time 05 00 PM y Closed No Operating Hours 1 Click on the day of the week you would like to edit This will open the Edit Operating Hours window 2 Check or un check the Closed No Operating Hours checkbox If checked th
161. y Type 1 Click the Create New Activity Type button in the upper right corner of the window This will open the Add Issue Activity window Add Issue Activity Activity Type Requester Follow up No Cost Cost Per Incident Cost Per Time Spent cost per Days Hours Minutes Round Charge for Actual Time Spent e E Prevent editing once this Activity is added to an Issue Inactive Display on Note Tab 54 Help Desk Authority for Web 9 0 User Manual A QUEST SOFTWARE COMPANY 2 Inthe Activity Type field enter a descriptive name for the new Activity Type This field is required A pee must be defined for your new Activity Type You have three choices 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 s
162. y for Web 9 0 User Manual Chapter 1 Navigating Help Desk Authority for Web Logging on to Help Desk Authority for Web requires nothing more than your Logon Name and your Password Enter both as shown below and click the Logon button To reset the fields and start over use the Reset button gt Help Desk Management HELP DESK AUTHORITY 9 Logon Name admin Password ceoe e Copyright 1996 2011 ScriptLogic Corporation All rights reserved A GST Gor TWweAl COMPA When you initially log into Help Desk Authority for Web the main window is displayed There are six regions of the window as shown below They are The Main menu The Toolbar The Search window The Issue Asset list 8 Help Desk Authority for Web 9 0 User Manual A QUEST SOFTWARE COMPANY _ Help Desk Authority gt http sl pa 22vwcf1 hdweb fy le SB Googie Pla Most Visited _ HDAccess Web Based W Rally EJ Bookmarks Toolbar Mido o A 3 A afi F a E i amp AE gt E Logout My Folders My Queries Common Queries My Layouts Export Open Issue 4 Main Menu Create New Issue lv Filter by Status Al pate Options Issue No Requester Issue Type Location Priority Received Date Summary Adam Cox Incident Kansas City High 3 13 2010 11 07 35 AM My anti virus has expired on my laptop Adam Cox Incident Kansas City High 3 13 2010 11 10 14 AM New Employee needs Network Login Privilege Henry Canova Service Reque
163. yout select the layout from the List Layout tree and click the Delete button To rename a layout select the layout from the List Layout tree and click the Rename button To make a layout the Default layout select the layout from the List Layout tree and click the Make default Layout button When you have finished creating list layouts click the Save button OGIC 86 Help Desk Authority for Web 9 0 User Manual Baos 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 Helo 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 Search Quick Tasks Help Logout a Requester Management Requesters Companies Requester Validation amp Asset Management Asset Templates Asset Types O Asset Manufacturers Asset Vendors E Issue Management Issue Templates O Issue Activity O Issue Category Issue Sub Status Issue Types

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