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Help Desks Module v4.4 User’s Guide

HELP DESK MODULE USER’S GUIDE

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Help Desks Module v4.4 User’s Guide

Table of Contents Frequently Asked Questions ..........................................................................................................................................3 Q: Why don’t I see any Help Desks when configuring the Submit Help Desk Requests Island? .......................... 4 Q: Why is the Configure this Island action disabled when I access the Actions button on a Submit Help Desk Request island? .......................................................................................................................................................... 4 Q: Why don’t I receive any alerts when a user submits a request to a Help Desk that I am a technician of. ....... 4 Introduction ....................................................................................................................................................................5 Core Help Desk Module Concepts .................................................................................................................................5 Key Items .....................................................................................................................................................................5 Request ....................................................................................................................................................................5 Key People .................................................................................................................................................................. 6 Requestor................................................................................................................................................................ 6 Help Desk Owner ................................................................................................................................................... 6 Help Desk Technician ............................................................................................................................................ 6 Islands .........................................................................................................................................................................7 Submit Help Desk Request Island ..........................................................................................................................7 My Help Desk Requests Island .............................................................................................................................. 8 My Submitted Help Desk Requests Island ............................................................................................................ 8 Recommended Implementation Steps.......................................................................................................................... 9 Working with the Submit Help Desk Requests Island ............................................................................................... 10 Submitting a Help Desk Request ............................................................................................................................. 10 Configuring the Submit Help Desk Requests Island ................................................................................................ 11 Configuring the Submit Help Desk Requests Island (continued) .......................................................................... 12 Working with the My Submitted Help Desk Requests Island .................................................................................... 13 Viewing your Submitted Requests ........................................................................................................................... 13 Commenting on a Request You Submitted ............................................................................................................. 14 Reopening a Closed Request You Submitted........................................................................................................... 15 Working with the My Help Desk Requests Island ...................................................................................................... 16 Accessing Requests ................................................................................................................................................... 16 Page | 2

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Help Desks Module v4.4 User’s Guide

The Help Desk Request Details Page ....................................................................................................................... 16 Closing Requests ................................................................................................................................................... 17 Editing Requests.................................................................................................................................................... 17 Adding Comments to a Request ........................................................................................................................... 18 Moving a Request to another Help Desk ............................................................................................................. 18 Searching Requests ................................................................................................................................................... 19 Filtering Requests ..................................................................................................................................................... 19 Setting the Island Preferences ................................................................................................................................. 20 Setting the Default View for the Island ................................................................................................................... 21 Exporting My Help Desk Requests........................................................................................................................... 22 Creating and Managing Help Desks ............................................................................................................................ 23 Creating a New Help Desk ....................................................................................................................................... 23 Step 1: Name Details and Submit Button Text .................................................................................................... 24 Step 2: Selecting Owners ..................................................................................................................................... 24 Editing an existing Help Desk .................................................................................................................................. 25 Deleting a Help Desk ................................................................................................................................................ 25 Configuring Help Desks .............................................................................................................................................. 26 Configuring Custom Help Desk Fields ................................................................................................................... 26 Creating a New Custom Field ............................................................................................................................... 27 Editing or Deleting an Existing Field .................................................................................................................. 28 Assigning Technicians to a Help Desk .................................................................................................................... 29 Creating and Managing Help Desk Reports ................................................................................................................30 Creating a New Report..............................................................................................................................................30 Creating a New Report (continued) ......................................................................................................................... 31 Adding Filters to a Report..................................................................................................................................... 32 Working with an Existing Report............................................................................................................................. 33

Frequently Asked Questions

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Help Desks Module v4.4 User’s Guide

Q: Why don’t I see any Help Desks when configuring the Submit Help Desk Requests Island? A: Because you must be the owner of the help desk in order to see it in the drop down when configuring the Submit Help Desk Requests Island.

Q: Why is the Configure this Island action disabled when I access the Actions button on a Submit Help Desk Request island? A: Because you are not a Workgroup Manager or Assistant Workgroup Manager on the workgroup you are working in.

Q: Why don’t I receive any alerts when a user submits a request to a Help Desk that I am a technician of. A: Two possible reasons the first possible reason is that the Help Desk Owner did not select you as a technician to alert when configuring the Submit Help Desk Requests Island. See the Configuring the Submit Help Desk Requests Island section of this guide for more details. The second possible reason is that your personal alert settings may not be turned on for the help desk module. Make sure to check My Settings > My Preferences to ensure that the help desk alerts are turned on for your profile.

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Help Desks Module v4.4 User’s Guide

Introduction Passageways Help Desks Module enables you to take control of any request management system by streamlining request through your Passageways Employee Portal. This guide will show you how to configure and use this tool in your portal.

Core Help Desk Module Concepts There are some core concepts and terms that you should be familiar with when dealing with the Help Desk Module. These terms will give you a fundamental understanding of several of the terms used in the module and how they impact the functionality of the request management system in the Help Desk module.

Key Items The terms below cover the important items in the Help Desk Module. It is important that you are familiar with these terms and items when working with the Help Desk Module

Request A help desk request (also known as a ticket) is the foundation of the Help Desk Module. A Request is what a user submits to the help desk for resolution. The nature of the request is often related to the help desk that it is being submitted to. For example, a facilities help desk would receive requests for building repairs and maintenance, while a training help desk would receive request to perform trainings, produce training materials or update existing materials. Requests typically contain the information needed by technicians to complete the request.

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Help Desks Module v4.4 User’s Guide

Key People There are three main types of roles that you will want to be familiar with for the Help Desk module; Requestors, Help Desk Owners, and Help Desk Technicians.

Requestor The requestor is the user that has submitted a request to a help desk. This is the user who is alerted when the help desk technicians post public comments to the request and who receives alerts when the request is closed by a technician. A requestor can see all of the requests that they have submitted from the My Help Desk Requests Island. Requestors are typically the “end-users” or general staff members who have the requests that need to be completed.

Help Desk Owner A help desk owner is the user that is able to edit all details of a help desk. They are able to determine who the technicians of a help desk are, what custom fields a help desk will contain, and which technicians are assigned and alerted when new requests come in to a help desk. Help desk owners are the only users who can configure a Submit Help Desk Requests island with the help desk that they are an owner of. Help desk owners are often the managers of a particular request management system and are in charge of ensuring that requests are completed by the technicians of a help desk.

Help Desk Technician Help desk technicians are the users who are able to view edit and complete requests for the help desk that they are a technician of. Technicians are also the users who are alerted when a new request is submitted to a help desk that they are a technician of. Help desk technicians are often the individuals who actually be performing the tasks related to a requests.

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Help Desks Module v4.4 User’s Guide

Islands The help desk module has three islands that can be added to workgroup pages: the Submit Help Desk Requests, the My Help Desk Requests and the My Submitted Help Desk Requests islands.

Submit Help Desk Request Island The Submit Help Desk Request Island is the island used by requestor to submit their requests. Each of these islands is configured with a specific help desk. The Island displays a series of data fields used to capture information related to their request. A request must complete all of the required fields in order to submit their request.

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Help Desks Module v4.4 User’s Guide

My Help Desk Requests Island The My Help Desk Requests Island is where technicians can view and open all of the requests for the help desks that they are a technician of. The island displays open requests by default and can be configured to show a variety of request information.

My Submitted Help Desk Requests Island The My Submitted Help Desk Request Island is where a user can view all the requests that they have submitted to any help desk in the portal. The default view of the island shows the user all of the requests that they have submitted that are currently in an open status.

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Help Desks Module v4.4 User’s Guide

Recommended Implementation Steps You can roll out the Help Desks Module in several different ways and each organization has their own take on implementing a new tool. We have provided some basic steps that you can follow to help roll out this module. Step 1: Set Module Properties Your first step in implementing the Help Desk Module is to go to the Module Properties and set the DefaultTechEmail module property. This module property determines the email address that will be used when a user causes an alert to be sent, but does not have an email address in their profile. This is often set as a generic “[email protected]” email. Step 2: Plan Help Desks to be created The second step in the implementation process is to plan out the help desks that need to be created and assemble the preliminary information for each of these help desks. The Help Desk tool is great for any form of request management that you may have in your organization. You will want to make a list of all the help desks you intend to create with the following information: 1. 2. 3. 4. 5.

Help Desk Name Description of the help desk Owner(s) of the help desk Technician(s) of the help desk Key information needed to close out the request

Step 3: Create Help Desks Once you have the list of help desks you would like to create, you will then want to create the help desks using the Manage Help Desks module tool. See the Creating and Managing Help Desks section of this guide for details on how to create new help desks. Step 4: Configure Help Desks Once the help desks have been created then the help desk owners can configure the help desks. This is done from the Configure Help Desks module tool. During this step the help desk owners will determine which individuals will be technicians of the help desk and what custom fields will be used for the help desk. See the Configuring Help Desks section of this guide for more details. Step 5: Add Submit Help Desk Request Islands to Workgroup Pages Now that all help desks have been created and configured it is time to allow users to submit requests to the help desk. This is done by adding the Submit Help Desk Requests Island to a workgroup page and configuring that island with the help desk. See the Configuring the Submit Help Desk Requests Island section of this guide for more details. Step 6: Add My Help Desk Request Islands to Workgroup Pages The last step is to add the My Help Desk Requests Island to workgroup pages. This gives technicians the ability to see any requests submitted to help desks that they are a technician of. Page | 9

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Help Desks Module v4.4 User’s Guide

Working with the Submit Help Desk Requests Island The Submit Help Desk Request Island is the island used by requestor to submit their requests. The island must be configured with a help desk in order for to receive requests. The same help desk may be configured to multiple Submit Help Desk requests island

Submitting a Help Desk Request When a user wants to submit a request to a help desk they should visit the workgroup page containing the Submit Help Desk Request Island that is configured with the help desk that they would like to send the request to. The user (requestor) must then fill in the form fields on the island making sure to complete any required fields. Once all necessary information has been entered then the user must click the submit button at the bottom of the island as shown below. Once submitted, the request is then available for technicians to view from the My Help Desk Requests Island and the requestor can view the request from the My Submitted Help Desk Requests Island.

1. Enter Subject

2. Enter Details

3. Confirm and Submit

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Help Desks Module v4.4 User’s Guide

Configuring the Submit Help Desk Requests Island When the Submit Help Desk Requests Island is first added to a workgroup page it will inform you that the island must be configured in order to allow users to submit requests to the island. It is important to note the text on the island indicating that you must be a workgroup manager and the help desk owner in order to configure this island for a specific help desk. If you meet both of these criteria then click the actions button on the island to proceed with configuration. 1. Click Actions

Clicking actions will take you to the island options. From here you will want to click the Configure this Island option. This will take you to the Configure Help Desk Request Submission Form page.

2. Configure Island

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Help Desks Module v4.4 User’s Guide

Configuring the Submit Help Desk Requests Island (continued) From the Configure Help Desk Request Submission Form page you will want to select a help desk for the island from the drop down. It is important to note that you will only see help desks that you are an owner of from this list. Once selected, you can then determine the default technician for the help desk. This default technician is automatically assigned to a request when it is submitted to the help desk. You will then want to determine which fields you would like to collect and determine their order on the Submit Help Desk Requests Island. The second to last step is to determine which technicians will receive an alert when a request is submitted to this island. Lastly you will want to click OK to save the configuration options. Once you have confirmed and saved, the island will then allow users to submit requests to the help desk.

3. Select Help Desk

4. Select Technician

5. Select and order Fields

6. Select Technicians

7. Confirm and Save

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Help Desks Module v4.4 User’s Guide

Working with the My Submitted Help Desk Requests Island The my submitted help desk requests island is where you can see all the requests that you have submitted to any help desk in the portal.

Viewing your Submitted Requests This island conveniently displays all requests that currently in an open status. The island also has filter options that allow to filter by ID, Subject, Date and Status to make finding submitted requests easier. In order to view the details of a request, simply click on the subject of the request to open the request details Filter Options

Open Details

The request details show all of the submitted information about your request including who the request is currently assigned to. In addition, the request has a journal that displays any comments or changes that have been made to the request.

Assigned Technician

Journal Details

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Help Desks Module v4.4 User’s Guide

Commenting on a Request You Submitted At any time you can add comments to a request that you submitted. This could provide additional information to the technicians about your request or could be used to request updates on the status of your request. In order to add a comment open the request details and then click the Add Comment button in the request toolbar. This will then allow you to enter a comment or attach additional files to your request. Make sure to click OK to confirm and save your comments.

1. Add Comment

2. Attach File

3. Enter Comment

4. Confirm and Save

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Help Desks Module v4.4 User’s Guide

Reopening a Closed Request You Submitted You can reopen a closed request at any time by opening the request details and clicking the Reopen Request button. This will move your request back to an open status for technicians to address.

1. Reopen Request

2. Enter reason

3. Select Options

4. Confirm and Save

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Help Desks Module v4.4 User’s Guide

Working with the My Help Desk Requests Island The My Help Desk Requests Island is where technicians can view and open all of the requests for the help desks that they are a technician of.

Accessing Requests In order to open the details of a request from the My Help Desk Request Island all the technician needs to do is click on subject of a request. This will open the Request Details page.

Open Request

The Help Desk Request Details Page The request details page is where the technician can close, edit, add comments to or move a requests.

Request Actions

Request Details

Request Journal

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Help Desks Module v4.4 User’s Guide

Closing Requests In order to close out a completed request. The technician must click the close request button and enter the amount of time taken to complete the request along with the resolution to the request. In addition, the technician may opt to alert the requestor that the request has been closed along with the resolution.

1. Enter Hours

2. Enter Resolution

3. Alert Options

4. Confirm and Save

Editing Requests Technicians can edit any of the details of requests in their help desks. This is often used to assign a new technician to a request or to edit other field details. A technician can opt to alert the requestor about the edit of their request as well.

1. Edit Fields

2. Alert Options

3. Confirm and Save

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Help Desks Module v4.4 User’s Guide

Adding Comments to a Request Technicians can communicate with a requestor about a request by posting comments to the request. The technician may also attach files to comment and alert the requestor about these additions to their request.

1. Attach File and Comment

2. Alert Options

3. Confirm and Save

Moving a Request to another Help Desk If a request needs to be moved to another helpdesk a technician transfer the request to other helpdesks by using the Move Request button. To move the request select the destination help desk by clicking the dropdown and selecting the new help desk. You will then be able to select which fields transfer to the new help desk.

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Help Desks Module v4.4 User’s Guide

Searching Requests You have the ability to search for requests from the My Help Desk Requests Island. From the Search field at the top of the island you can either enter the request ID number or words within the subject field. This will search through all tickets that you have access to. 1. Enter ID# or Subject

2. Click Search

Filtering Requests The My Help Desk Requests Island allows you to filter by several request attributes such as Help Desk, Status, and date range. To filter requests, first expand the filters option by clicking on the expand arrows, then configure the filters you want and then lastly click the Apply Filters to apply the filters you selected. 3. Apply Filters

2. Select Filters

1. Expand Filters

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Help Desks Module v4.4 User’s Guide

Setting the Island Preferences The My Help Desk Requests Island allow you to set a series of preferences that determine which requests are shown by default when viewing the island. This helps eliminate the need to filter requests for commonly accesses help desks. The set these preferences click on the actions of the island and then select the Set My Island Preferences option. This will then take you to the configuration screen where you will see list of all of the help desks you are a technician of. You can then determine the help desk requests that appear by default on this island and which fields will display when viewing the island.

1. Set Preferences

2. Set Default Help Desk

3. Set Fields to Display 4. Save and Confirm

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Setting the Default View for the Island You can also configure the My Help Desk Requests Island to display either “My Requests” or “All Requests” by default. This will show you either requests that are only assigned to you or all requests submitted to the help desk regardless of who is assigned the request. In order to configure this setting click the actions for the island and then select the Set my Help Desk Default View option. This will then allow you to set the radio button to the desired setting. Make sure to click ok to confirm and save.

1. Set Default View

2. Make Selection

3. Confirm and Save

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Help Desks Module v4.4 User’s Guide

Exporting My Help Desk Requests The My Help Desk Requests Island allows you to export the requests that are currently being displayed by clicking the Export button. This will then allow you to select which request fields you would like to export into the CSV file. 1. Export

2. Select Fields

3. Next

4. Download

5. Finish

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Help Desks Module v4.4 User’s Guide

Creating and Managing Help Desks The Manage Help Desks module tool is used to create, edit and delete help desks. This tool is typically only used by Portal Administrators as this module tool shows a complete list of all help desks in the portal.

Manage Help Desks

Creating a New Help Desk In order to create a new help desk from the Manage Help Desks module tool simply click on the New Help Desk button. This will take you to the Help Desk creation wizard.

New Help Desk

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Help Desks Module v4.4 User’s Guide

Step 1: Name Details and Submit Button Text The first part of creating a help desk is to enter in your help desk name and description. The name of your help desk should be distinct and easily identifiable. In addition to the name and description, you can set the text that will appear on the submit button of the Submit Help Desk Request Island.

1. Name

2. Description

3. Submit Text

4. Next

Step 2: Selecting Owners The second step in the Help Desk creation process is to select the owners of the help desk. These individuals have administrative rights over the help desk and its configuration. See the Help Desk Owners section of this guide for more details.

5. Select Owners

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Help Desks Module v4.4 User’s Guide

Editing an existing Help Desk You can edit an existing help desk by clicking the drop down next to the help desk name and selecting the Edit option from the drop down. This will take you to the edit page where you can modify the details about the help desk including its name, description and submit button text.

1. Dropdown

2. Edit

Deleting a Help Desk To delete a help desk simply click the drop down next to the help desk name and then select the Delete option. This will take you to a confirmation page asking if you are sure that you wish to delete the help desk. Click ok to confirm and delete. Keep in mind this will delete all help desk requests for the help desk as well.

1. Dropdown

2. Delete

3. Confirm Delete

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Help Desks Module v4.4 User’s Guide

Configuring Help Desks The Configure Help Desks module tool shows a user only those help desks that they are an owner of. A help Desk owner has the ability to configure these help desks. Configuration consists of the ability to determine who will be technicians for your help desk and what custom help desk fields will be used for the help desk.

Configure Help Desks

Configuring Custom Help Desk Fields The Help Desks module allows a Help Desk owner to add any number of custom fields to a help desk in order to help gather all of the necessary information to complete a request. In order to create, edit or delete custom fields simply click on the dropdown next to the help desk you wish to edit and select the Configure Custom Fields option. This will take you to the Configure Custom Fields page where you can access all help desk field information.

1. Dropdown

2. Configure Fields

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Help Desks Module v4.4 User’s Guide

Creating a New Custom Field A help desk owner can create any number of custom help desk fields to help gather all of the needed information for a request. There are four field types that can be selected; text box, drop down list, date chooser, and checkbox. In order to create one of these new fields simply click on the new field button enter your field name and then select the type of field that would best capture the information needed to resolve a request for your help desk. The field type selected will determine what

1. New Field

2. Field Name

3. Field Type

4. Configure

5. Confirm and Save

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Help Desks Module v4.4 User’s Guide

Editing or Deleting an Existing Field Current custom fields can be edited or deleted by selecting the button next to the field to make the change. If the help desk is already in use and information has already been submitted to the custom field the field cannot be deleted and there may be some properties of the field that cannot be edited.

Edit or Delete

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Help Desks Module v4.4 User’s Guide

Assigning Technicians to a Help Desk Technicians have the ability to manage and resolved requests that are submitted to a help desk. In order to determine who the technicians for a help desk will be simply click on the dropdown next to the help desk you wish to edit and select the Choose Technicians option. This will take you to a user select tool allowing you to determine who the technicians of a help desk will be.

1. Dropdown

2. Choose Techs

3. Determine Technicians

4. Confirm and Save

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Help Desks Module v4.4 User’s Guide

Creating and Managing Help Desk Reports The help desk module allows portal administrators or users with access to the help desk reports section the ability to build custom reports from help desk information.

Help Desk Reports

Creating a New Report To create a new report click on the Add Report Button. This will then ask you to select a help desk to pull information from. Only one help desk may be selected at a time.

1. Add Report

2. Select Help Desk

3. Confirm

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Help Desks Module v4.4 User’s Guide

Creating a New Report (continued) Once you have selected the desired help desk you can then begin to build your report. Start by adding a name for your report. Then you can optionally make the report you are building public. This will make it available for anyone who has access to the Help Desk Reports tool. You will then want to select which columns of information you would like your report to display. Each of these columns are request fields from the help desk. You will can then optionally add filters to your report. See the Adding Filters to a Report below for more details on how filters work. Once you have configured your filters you will then want to click the Save Report button to complete your report.

1. Name Report

2. Determine Privacy

3. Select Columns

4. Select Filters*

5. Confirm and Save

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Help Desks Module v4.4 User’s Guide

Adding Filters to a Report While building a report you can add filters based on any of the fields of from your help desk. In order to add a filter. Click on the Available Fields drop down and select a field you would like to filter by then click the Add Filter button. This will then add the filter to the bottom of the page with the selected field name shown in bold. From here you will want to select a comparer. There are typically three comparer options: IN, IS, and IS NOT. The IN comparer typically lets you select multiple items to filter by. In the example of the Requestor field you could select multiple requestors to filter by. The IS comparer lets you select a single filter option. The IS NOT comparer lets you exclude a single filter option. It is often easier to think of Filters as a sentence describing how you want to the filter to function. Using the Requestor field filter the three options have been described below:   

IN – “Filter by Nathan Deno, John Doe, Jane Doe IN the Requestor Field IS – “ The Requestor IS Nathan Deno” IS NOT – “The Requestor IS NOT Nathan Deno”

1. Select Field

2. Add Filter

3. Select Comparer

4. Select Comparer Option

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Help Desks Module v4.4 User’s Guide

Working with an Existing Report Once you have an existing report you can access several options by clicking the dropdown next to the report name.     

Load – This runs the report and displays the report data Export – This will run the report and export the report data to a CSV file for download Edit – This option allows you to modify the report including columns, and filters Copy – This option copies a report and takes you to the edit screen where you may rename the copy and modify the report details. Delete – This deletes the report from the list of available reports.

Dropdown

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Help Desks Module v4.4 User’s Guide

Take Note! Information in this document, including URL and other Internet Web Site references, is subject to change without notice. Unless otherwise noted, the example companies, organizations, products, domain names, e-mail addresses, logos, people, places, and events depicted herein are fictitious, and no association with any real company, organization, product, domain name, e-mail address, logo, person, place, or event is intended or should be inferred. Complying with all applicable copyright laws is the responsibility of the user. Without limiting the rights under copyright, no part of this document may be reproduced, stored in or introduced into a retrieval system, or transmitted in any form or by any means (electronic, mechanical, photocopying, recording, or otherwise), or for any purpose, without the express written permission of Passageways, LLC. © 2014 Passageways, LLC. All rights reserved. The names of actual companies and products mentioned herein may be the trademarks of their respective owners. Last Updated October 16th 2014

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