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Help Desk Software

Knowledge . Efficiency . Management

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Resize the window so you can see all the fields, either by dragging a corner of the window or using one of the options from the Window menu. Please note, you may have renamed "Job", "Problem", "To Do" and "Solution" using the Tools Menu, System Options, Terminology Insert Problem and Solution from Knowledgebase Clicking this will display a list of knowledgebase items, selecting one will insert the values into this Job. If the Solution field is not available (because the job status is not "closed") then only the Problem will be copied from the knowledgebase. Problem Enter a description of the problem in the field labeled Problem e.g. 'Hard disk is making a strange noise'. To Do Enter a description of any actions that must be carried out before a successful completion of this Job e.g. 'Check if there is a backup of this user's data'. Status Either Open, On Hold or Closed. Time/Money Spent You can specify how much has been spent on this Job in terms of both time and money. The Time Spent field will automatically increment for each minute you have this window open. If you wish (and you have the appropriate privilege), you can overwrite this with your own value (after which it will stop increasing automatically).

Contact You must specify which individual raised this problem. The system uses a hierarchy of: Customers Departments Contacts Click the drop-down list to show a list of all Contacts (the database has one contact initially) and select one. Depending on your chosen Organization Structure, the Customer and/or the Department information may not be shown If you have opted to use search boxes instead of drop-down lists, you will see a box you can type into. You may type a full or partial Surname or Forename. Shortly after you move to one of the other fields, the system will try to identify the contact precisely and complete the rest of the contact information for you. If there are several possible matching contacts or none, the system will display a list of matching contacts. You can also search for a Contact by clicking the Search button (labeled "..."). Asset If you wish to record which Asset is causing the problem, select it from either the drop-down list or the search box. |f you are using drop-down lists, you will see an additional button (labeled "#"), which allows you to choose which Assets are shown in the drop-down:

Assets assigned to this Contact Assets owned by this Contact's Customer All assets If you have opted to use search boxes instead of drop-down lists , you will see a box you can type into. This works the same way as the search box for Contact. You can enter a full or partial Asset number, Description, Manufacturer, Model Number or Serial Number and the system will attempt to find the closest match. Category This is always shown as a drop-down list, with a button labeled "+" to allow you to add a Category. If you have specified Category-specific Priorities, changing the Category may mean a change in Priority. Priority This is always shown as a drop-down list, with a button labeled "+" to allow you to add a Priority. If you change the Priority, the system may wish to change the target date/time - to disable this functionality, select Tools, Personal Preferences. In the Jobs section, uncheck the box named "Reset Target Date/Time when change Priority". Actioned By Select the Operator who carried out this Action. If you only have privileges to see your own Jobs (see Operator Window) then this drop down will be disabled. Pass To If someone else should deal with this Job next, select the Operator. It defaults to the logged in Operator.

Target

This is the target date and time that the job should be completed by. When you log a new job the target time is determined by the Priority chosen, but you may change the value. Actioned At This defaults to the current date and time, however you may alter the value. Custom1/23/4 Optional. These fields may have renamed (see custom fields). You may enter up to 255 characters or select an item from the drop-down. Display the Job Sheet report for this Job when saved The job sheet is designed to be printed and completed on-site by an engineer, it is input to the system when they return. If you understand html, you can modify this report yourself Notes If you need to add more extensive notes, click the Notes tab on this window and enter them there. Anything you type into the Notes will be moved to the History when you save.

Linked Files Click this tab to edit the files that are linked to this Job. NB any changes to the links are saved even if you cancel the main Job Window. History This shows the complete audit trail of everything that has happened to this Job. You cannot edit the History and it will be empty for new jobs. Mail Contact, Mail Pass-to Determines if an e-mail is sent to the Customer Contact and the Operator which this Job has been assigned to. Preview Message Check this if you wish to see the e-mail before it is sent. Save Button Saves all your changes and closes the window. Save and Create Child Job Just like the Save button, in addition it will create a Child Job with this Job as its parent. Macro Window This window allows you to add/edit a new Macro. The following fields are available Public Check this box if you wish to share this macro with other Operators. They will not be able to amend/delete this macro. Find Word Enter a short word that will use to invoke this macro. You may not use spaces, full stops or commas. The word must be unique - i.e. no other macro from any other operator can be the same. Case insensitive

Replace With Enter the phrase or paragraphs that you want the system to replace the Find Word with. System Macros There are four built-in macro words which are used to insert date and time information: LDT: Long date & time LD: Long date SDT: Short date and time SD: Short date The date/time formats are derived from your Windows settings. Operator Window This window allows you to add/edit helpdesk Operators. The following fields are available: Name This is how the Operator is identified by the system. It is also the name they will log into the system with.

Password This must be entered twice to change the password. E-Mail Address If you are using Outlook to send email and the Name (above) is in your Address Book, you may leave this blank. If you do enter an e-mail address, you may enter multiple e-mail addresses separated by a semi-colon (;). Maintenance Privileges These specify whether or not this Operator can Add/Edit/Delete records in the helpdesk. The Active Operators privilege determines if this Operator can log out a currently logged in Operator (see Licenses). Job Privileges These privileges relate to Jobs. Most are obvious, although some need further explanation: Change Contact Without this privilege, this Operator cannot amend the selected Contact for an existing Job. Edit Time Spent The Time Spent value on the Action Job window automatically increments for each minute the window is open. If the Operator has this privilege they may overwrite the value.

May see all Operator's Jobs Without this privilege, the Operator can only see and action Jobs which have been assigned to them. Override Customer Contract Expired Without this privilege, when a Customer's support contract expires - either by date or they have used up all their New Jobs allowance, you will not be able to add/action Jobs for this Customer (see Customer window) System Options Privileges These privilege control access to the System Options from the Tools menu. Views Privileges This determines if the Operator is able to define one of their views as a Template. Custom1, Custom2 These two fields may have been renamed (see custom fields). You may enter up to 255 characters. Can see data relating to the following Customers By selecting anything other than "All Customers", you will restrict this operator to only seeing data related to the chosen customer, (N.B. This also affects those reports with "Customer" in their title, but not any others).