Help Desk Authority 9.0 - HDAccess User Manual
Contents
1. 12 HDAccess 9 1 1 User Manual Clicking on the headline will open the Message Board window to display the text of the current headline and message Mozilla Firefox E 7 ee enn x _ http sl pa vistults2 hdaccess MessageBoard MessageDisplay aspx Msgld 1 MESSAGE ADDED ON VM The Help Menu HDAccess Help Selecting HDAccess Help from the Help menu will open the HDAccess User Manual in PDF format the manual you are currently reading 13 HDAccess 9 1 1 User Manual Contact Us Selecting the Contact Us option from the Help menu will open the Contact Us window as shown below Company Address SwcriptLogic Corporation 6000 Broken Sound Parkway NW Boca Raton Horda 33487 2742 United States of America 561 86 2400 Email info scriptlogic com Company Website Selecting the Company Website option will open the company s website in a new browser window OUEST SOFTWARE 14 HDAccess 9 1 1 User Manual POWERED Br EE gree Viewing Issues After logging in as a requester HDAccess will display the View Issues window From this window you can search for issues and view them in the issue list You can also open issues in a View Modify Issue window where you can edit them as well as read add activity notes and add attachments The Search Pane View Timeline Status All lssues lt Open or Pending lt The Search Pane allows you to search through your Issues to fi2. 2010 11 11 15 AM Resolved Date Updated By Helpdesk Administrator Updated Date 1 31 2011 2 42 56 PM 2 Requester Details Requester Adam Cox Department Phone 913 258 4981 Location Kansas City Activity Type Date Time Time Spent Entered By Activity Billable ActivityNote Cost sid o00 00 00 Attachments Select File OUEST E SOFTWARE 9 HDAccess 9 1 1 User Manual POMERTES Bv DEUR Submit New Issue l amp Submit New sue l l Click the to open the Submit New Issue window Submit New Issue Requester Details Requester adam Cox Department Phone 913 258 4981 Location kansas City Issue Details Impact Urgency lssue Type Category Sub Category 1 Sub Category 2 Asset r Summary x Description Attachments Select File 1 The Requester Details section will be pre populated with your requester data The Phone field can be edited 2 Inthe Issue Details section use the drop down menus for Impact Urgency Issue Type Category Sub Category 1 Sub Category 2 and Asset The Summary and Description fields are required Note that these fields may vary depending upon the layout that is being used determined by the administrator In the Summary field enter any notes or details regarding the issue In the Description field enter a description of the issue If the Notes field is present enter any additional notes that are necessary or a If you would like to attach a file or files to
3. the Close button when finished viewing the note 4 To add a new note click the Add Note button This will open the Add Note window The issue number will automatically be in the Issue No field In the large text field enter the text of your note Click the Save button when the note is complete 5 The Activity Total Time is updated from the notes automatically and cannot be edited Attachments Select File _ Attach File File Name 6 Inthe Attachments section you can view attachments that have been added to the issue To view an attachment select it from the File Name list and click the View button This will open a new window with the attachment such as an image or the application best for viewing the attachment such as Word or Acrobat 7 To add an attachment click the Browse button and select the file you wish to attach from the File Upload window Click the Open button to close the File Upload window Click the Attach File button to attach the file to the issue The attachment will now be included in the File Name list 8 When you have completed editing the issue click the Save button E Quest E SOFTWARE 18 HDAccess 9 1 1 User Manual
4. the new Issue click the Browse button in the Attachments section to locate the file you wish to attach and then click the Attach File button to attach the selected file 7 When your new issue has been completed click the Save button 10 HDAccess 9 1 1 User Manual QUEST SOFTWARE POWERED ey ean The Knowledge Base Your help desk provider maintains a collection of information including troubleshooting information documents articles based on previously resolved issues and frequently asked questions for sharing within their organization This knowledge base can be thought of as accumulated wisdom regarding their help desk experience Each element in the knowledge base is referred to as an article and will have a unique article ID You can access the knowledge base if the HDAccess administrator allows it and the Knowledge Base button in your toolbar is enabled EJ L _http ocalhost ndaccess LIL coe Most Visited _ HDAccess Web Based 72 Rally _ Help Desk Authority _ SL Help Desk BU ScriptLogic Desktop Knowledge Base Search Article ID Category sub Ca Product Name t A Search Knowl Base for word s or Search For _ Search In All of the words entered Full Text Using the Knowledge Base Search window you can find e All articles belonging to a particular category e All articles belonging to a particular sub category e All articles pertaining to a particular
5. E E E PE E E E E 12 eA DM T 13 VAC E e E E E A E E ENEE EE E sence 15 Then an mP E E A E E E E 15 HR R SCS O ect E E E E A S E lt 0 doeweadeaneaanaseacs 16 Poa To 9 eps tie sree gence meee cae E E E EEE E E 17 SOFTWARE 3 HDAccess 9 1 1 User Manual POWERED er AS Overview HDAccess is a self help solution that gives you an easy online interface to your help desk Issues and your help desk organization s knowledge base Through a standard internet connection and browser you can e Enter new issues e Monitor the status of your issues e Perform queries on your issues e Access the wealth of knowledge available in your provider s knowledge base To get started enter the URL of your provider s HDAccess site in your favorite browser Browser Requirements HDAccess Microsoft Internet Explorer 8 9 Mozilla Firefox 6 7 Google Chrome 14 Apple Safari 5 QUEST SOFTWARE 4 HDAccess 9 1 1 User Manual POwEREO Br EST Logging into HDAccess When you initially open HDAccess in your web browser the Requester Login window is displayed Requester Login Name ga Password ister Forgot usemame andor password Click here f you are a Help Desk Authority administrator 1 Enter your user name in the Requester Logon Name field 2 Enter your password in the Password field 3 Click the Submit button In some cases the links for Register and Forgot Logon Name and or Password will not be visible The pre
6. WWW scriptlogic com 1 800 813 6415 HDAccess User Manual Help Desk Authority 9 1 1 QUEST SOFTWARE 3 wwwscriptlogiccom 1 800 813 6415 EMEA 44 0 1628518410 APAC 61 0 383526600 POWERED BY Nai d 2012 ScriptLogic Corporation All rights reserved ScriptLogic and the ScriptLogic logo are registered trademarks of ScriptLogic Corporation in the United States and or other countries The names of actual companies and products mentioned herein may be the trademarks of their respective owners 2012 ScriptLogic 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 OUEST SOFTWARE 2 HDAccess 9 1 1 User Manual POM ERE By PEDR Contents RTECS SEEE os so sin ses EEE os gues sessing ese ease sans goo seen ston se copese ssa E EET 3 EUN esse carson E sae deceit cna E eee EAE EE A A A A 4 SYR d eUT a E E A A E E O PE E 4 Eor eD NCCC E EEA ees wou EE A E EA E E AE J T rt Or TD CE a E E E 6 Forgot Logon Name and or Password sss 7 Tne HDAccess W OLKSO T 8 The TOOD C 8 The View Issues WW GOW rte cctesnse etie sede eotanseseannactencdeamtecstieceteusdanstshaxmanhersdeantecstadeteumeastsbexiatess 9 MVC KO WCC eT T 11 NS SSS CTC 0 cages ce ee E E EEE E EE 12 t KE R e E
7. d to you Email Address Done 1 Enter your email address in the Email Address field 2 Click the Submit button Your information will be sent to the email address you specify 7 HDAccess 9 1 1 User Manual The HDAccess Workspace Issues Knowledge Base View Search Pane Timeline Status iteri e wes G Ae r a G Gani ES ee Incident New Employee n New Employee n Assigned Affects User Medium My anti virus ha My anti virus ha In Progress Affects User Medium Incident Issue List at Print Selected Issues Print All Issues Page 1 v of 1 Check All Uncheck All The Toolbar The Toolbar contains two options Issues and Knowledge Base QUEST SOFTWARE 8 HDAccess 9 1 1 User Manual POWERED br PEE Sra The View Issues Window Selecting Issues in the Toolbar will open the View Issues window This is the main work area of HDAccess If you would like to view or modify an issue click the issue number of the issue under the Issue No column This will open the View Modify Issue window View Modify Issue Issue Number 4 Needs help installing MS Excel Issue Number 4 Issue Details Summary Needs help installing MS Excel Description Needs help installing MS Escel Status Open Sub Status Assigned Impact Affects User Urgency Low Priority Medium Due Date Issue Type Request for Information Category Software Sub Category 1 Office Sub Category 2 Excel Asset Assigned Group HDA Admins Received On 3 13
8. nd the ones you are particularly interested in By using the search field criteria you are able to pinpoint just the issues you would like to review Each field is described in the following table Field Description From this drop down menu you can select to view the issues you have submitted or all issues reported by your company department and or location depending on the options that the HDAccess administrator has selected Select issues from the past 1 7 30 60 or 90 days Choose from All Open Closed Pending or Suspended Enter the Issue number you would like to view More Search Criteria Opens the More Search Criteria window and allows you to further refine your search by specifying up to three additional fields upon which to search See screen shot below More Search Criteria To refine your search choose any all the three fields and specify the criteria in the element s which will be shown on the right side Issue Type Priority Urgent Asset Compag 193 OUEST SOFTWARE 15 HDAccess 9 1 1 User Manual POWERED Bv FEET gree The Results Pane The Results Pane is a table containing all the issues that match the criteria you specified in the Search Pane The columns of the table are defined by the layout designed by the administrator The table is initially sorted by issue number but can be resorted according to the contents any column by clicking on the column name once to sort ascending twice
9. product e All articles that satisfy a combination of these criteria e A specific article identified by the article ID To search the knowledge base 1 Enter the article ID or select other search criteria from the drop down menus or enter keywords or phrases to search on 2 Click the Search button _OUEST SOFTWARE 11 HDAccess 9 1 1 User Manual Poweneo m een 4 The Message Board i Message Board Clicking the Message Board button on the toolbar will open a new window displaying the toolbar messages See Message Board below for more details The Settings Menu 4 Settings Change Password Change Password In HDAccess a user can change his or her password at any time All fields are required Old Password sese New Password Contim Password k Under the Settings menu select Change Password This will open the Change Password pop up window 2 The Old Password field will be pre populated with your current password 3 Inthe New Password field enter a new password 4 Inthe Confirm Password field re enter your new password 5 Click the Submit button Message Board The Message Board allows system administrators to broadcast information of interest to all users at the same time The headline of each message will scroll in the Message Board headline window at the top of the HDAccess window as shown below Welcome to Help Desk Authority Read the Message M l QUEST e SOFTWARE
10. sence of these links is dependent upon the specified settings of the administrator 5 HDAccess 9 1 1 User Manual Registering for HDAccess If you are not yet registered to use HDAccess click the Register link This will open the Registration window as shown below Fields marked with an asterisk 1 are required Ful Neme S A Company Name fe A Phone P ball Logon Name egs x Password rees x Contim Password E S Home Enter your name in the Full Name field This field is required Enter the company name in the Company Name field Enter your phone number in the Phone field Enter your email address in the Email field This field is required Enter a logon name in the Logon Name field This field is required Enter your password in the Password field This field is required Re enter your password in the Confirm Password field This field is required Click the Submit button Oa ee a T a OUEST SOFTWARE 6 HDAccess 9 1 1 User Manual POMERTES Bv DEUR Forgot Logon Name and or Password If you have forgotten your logon name or password click the Forgot Logon Name and or Password link This will open the Forgot logon name and or password window as shown below Forg ot logon name and or password Mozilla Firefox http localhost hdaccess security ForgotPassword aspx Ff you have forgotten your logon name andor password enter your email address below Your information will be emaile
11. tegory Software Sub Category 1 Office Sub Category 2 Excel Asset Assigned Group Help Desk Received On 3 13 2010 11 11 15 AM Resolved Date Updated By Helpdesk Administrator Updated Date 1 31 2011 2 42 56 PM Requester Details Requester Adam Cox Department Phone 913 258 4981 Location Kansas City Activity Type Date Time Time Spent Entered By Activity Billable Activity Note Cost Activity Total Time 00 00 00 Add Note Attachments Select Fle Attach Fie JL view J 1 To update any field click the Z icon This will open the field for editing 2 Make the change you require and click the icon to save the change and close the field or Z to cancel the change and close the field with the previous value intact QUEST be SOFTWA 17 HDAccess 9 1 1 User Manual POWERED BY se 2 Activity Type Date Time Time Spent Entered By Activity Billable Activity Note a Requester Note 3 21 2011 3 19 12 PM 000 00 00 Adam Cox This is a sample not Requester Note 3 21 2011 3 19 31 PM 000 00 00 Adam Cox Look at this Anoth Requester Note 3 21 2011 3 25 45 PM 000 00 00 Adam Cox Blah blah blah blah Activity Total Time 00 00 00 Add Note 3 Inthe Notes section you can view existing notes on the issue or you can add notes to the issue with limitations To view a note highlight the note in the issue list and click the View Note button This will open a View Note window The fields cannot be edited in this window Click
12. to sort descending There are several ways to open any issue in a View Modify Issue window e Double click anywhere in the table row the issue is in e Click the Issue No link e Click the check box in the issue s row and click the View button When you have an issue open in the View Modify window you can edit the issue if necessary See the next section of this manual for detailed instructions on editing issues If there is more than one page of results use the forward and backward page buttons or select the page you want to go to in the Page of drop down menu view l Print Selected Issues Print All Issues To select an issue to print check the checkbox next to the issue then click the Print Selected Issues button You can select more than one issue to print Clicking the Print All Issues button will print all the SSUES QUEST SOFTWAR 16 HDAccess 9 1 1 User Manual aweton e T Editing Issues After opening an issue to view as described in the previous section of this manual you may have the need to make changes on some of the information in the issue Your issue will be opened in a View Modify window as shown below This is where the changes can be made View Modify Issues Needs help installing MS Excel Issue Number 4 Summary Needs help installing MS Excel Description Needs help installing MS Excel Status Open Sub Status Assigned Priority Medium Due Date Issue Type Request for Information Ca
Download Pdf Manuals
Related Search