HarePoint HelpDesk for SharePoint. For SharePoint Server 2010, SharePoint Foundation User Guide

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HarePoint HelpDesk for SharePoint

For SharePoint Server 2010, SharePoint Foundation 2010

User Guide

Product version: 14.1.0 04/10/2013

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2 Introduction | HarePoint.Com

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HarePoint.Com | Introduction 3

Table of Contents

Introduction ... 4

User Console ... 5

Ticket Life Cycle from the User Point of View ... 5

Request Creation ... 6

Request Form Fields ... 7

Monitoring Your Request Status ... 9

List of Requests ... 9

User Request Page ... 10

Technician Console ... 11

Toolbar ... 11

Menu ... 15

User Request Page ... 20

Main Sections of User Request Page ... 21

New Request Dialog ... 24

New Request Form Fields ... 24

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4 Introduction | HarePoint.Com

Introduction

HarePoint HelpDesk is the product that allows you to create and effectively manage the system for processing requests from your customers and employees, get accurate and up-to-date information on the number of incoming support requests and technical support service load, and assess and improve technical support service performance.

You can create a new request by using either of the following methods:

1. By E-mail: When the User sends an E-mail message to the relevant E-mail address and HarePoint HelpDesk will create a new request. Received messages and all attachments are stored by HarePoint HelpDesk in EML format.

2. Through Technician Console: The specialist of the technical support service may create a request on behalf of the User, for example, when accepting a request by phone. Later the User can continue working with his request independently through User Console on a web-site or via E-mail.

3. Through User Console: the User generates a request to the technical support service by completing a special request form available on the web-site.

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HarePoint.Com | User Console 5

User Console

User Console is designed for sending a request through the web-site to the technical support service. HelpDesk features the most user-friendly and intuitive User Interface through which anyone, even not familiar with the system, can send a support request without reading a help file or a manual. The request creation form is fully customizable and can be placed on a page of corporate portal or any site created in SharePoint 2010/2013.

Ticket Life Cycle from the User Point of View

1. Request creation. Provision of information concerning request subject 2. Receipt of reply and clarifying questions if necessary

3. Provision of additional information if necessary 4. Closing the request

If the issue described in the query is resolved at step 2, step 3 is optional. However, if additional information is required for resolving the issue, it may be necessary to repeat step 2 and step 3 as many times as

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6 User Console | HarePoint.Com

Request Creation

To create a new request or view a list of your own requests and replies to these requests use a special Web Part that should be placed on a page of a web-site. The Web Part includes a list of requests with the

possibility to view queries and replies on-line or in a new window and allows you to create a new request by clicking Create request button. By default there are two such buttons – at the beginning and in the end of the list of requests. Any of these buttons can be disabled in Web Part Settings. To create a new request click Create request button.

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HarePoint.Com | User Console 7

Request form will appear. Please fill in the form to create a request (Request form fields can be customized and extended on the page of HarePoint HelpDesk Settings):

Request Form Fields  Subject

This field is mandatory. Request Subject is displayed in the list which can be viewed both by the User and the Technician. The field is usually used to provide a short description of the problem.  Priority

Dropdown menu allows you to choose priority level of the issue associated with your request.  Category

Dropdown menu allows you to choose category of the issue associated with your request.  Product

Dropdown menu allows you to choose a product your request is associated with.  Description

Use this field to enter the text. You can format your text with the help of Editing Tools. The field is used to provide more detailed description of the issue.

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8 User Console | HarePoint.Com  Attachments

List of attachments to the request, links to delete attachments, and a link to Add attachments dialog:

List of permitted file formats and maximum attachment size limit can be set on the page of the Product Settings.

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HarePoint.Com | User Console 9

Monitoring Your Request Status

List of Requests

Created request will appear in the list. Fields of the List of Requests:

ID

Request Identifier.  Subject

Request Subject specified at the creation of the request. This field is an active link to user’s request page.

Product

Product specified at the creation of the request. Status

Request status.  Created

Date and time of request creation  Commented by

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10 User Console | HarePoint.Com User Request Page

User can perform the following operations on this page:  View information on the request

 Edit request text

 Edit request properties (Priority, Category, and Product)  Attach files

 Add a new message  Close the request

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HarePoint.Com | Technician Console 11

Technician Console

Technician Console Interface provides an employee of the technical support service with information concerning the requests and quick access to frequently used tools and sources of information.

Toolbar

The toolbar provides an employee of the technical support service with access to frequently used options. The Toolbar provides quick access to the following operations:

Create

Create a new request. Option is available in any context.

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12 Technician Console | HarePoint.Com  Edit

Edit your request. The option is available on the page of user requests or if one request is marked on the page with the list of requests by using a checkbox.

The button leads to Edit request dialog box.  Remove

Delete your request. The option is available on the page of user requests or if one or several requests are marked on the page with the list of requests by using checkboxes.

By clicking the Remove button on the page of user requests you will remove a current request. By clicking the Remove button on the page with the list of requests you will remove all checked requests.

Change status

Change a Request status. The option is available on the page of user requests or if one or several requests are marked on the page with the list of requests by using checkboxes.

Dropdown list allows you to choose a Request status.

If you change a Request status on the page of user requests, you will change a status of a current request.

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HarePoint.Com | Technician Console 13

By using this dropdown list on the page with the list of requests status will be changed for all requests which are marked in the list with the help of checkboxes.

Assign…

An employee of the technical support service is assigned to the query. The option is available on the page of user requests or if one or several requests are marked on the page with the list of requests

by using checkboxes.

Assign to… Option opens a dialog box for searching an employee to assign a request or requests.

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14 Technician Console | HarePoint.Com

By using this toolbar option on the page of user requests you will assign a current request to the selected employee.

By using this toolbar option on the page with the list of requests all requests which are marked in the list with the help of checkboxes will be assigned to the selected employee.

Open by ID

This option allows you to find a request by its ID. Option is available in any context.

By entering a Request ID into this field you will go to the page of user requests.  Search

Search for requests.

This search field allows you to type in any word or phrase and see all requests that contain that word or phrase. Search results will be presented as a list of requests and users that match the search details.

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HarePoint.Com | Technician Console 15

List of Requests

Menu

Menu of the Technician contains the following items:

Activities

Dropdown list of links to Tasks and Events with preset filters. Filters available for Tasks:

o All tasks (without filtering) o Active tasks

o By user (Tasks of the current user) o By date (due today)

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16 Technician Console | HarePoint.Com Groupings available for Tasks:

o By users o By user groups Filters available for Events:

o All events (without filtering) o Current events

Available forms to present Events: o Events in the form of calendar  Requests

This menu item leads to the list of requests. Dropdown menu items are preset filters for the list of requests. For example, by clicking My Open Requests link you will go to the list of open requests assigned to the user whose ID was used to log in. By clicking the link without using a dropdown list you will see the list of requests with Open and On Hold Statuses.

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HarePoint.Com | Technician Console 17

Available default filters: o All Items

All requests (without filtering). o Completed Request

Closed requests

o My Completed Requests

Requests closed by the current user. o My Not Responded Requests

Open not responded requests assigned to the current user. o My Open Or Unassigned

Open requests assigned to the current user or open unassigned requests o My Open Requests

Open requests assigned to the current user. o My Overdue Requests

Overdue requests assigned to the current user. o My Pending Requests

All requests with Open and On Hold Statuses assigned to the current user. o My Requests Due Today

All requests assigned to the current user response time for which is up today. o My Requests On Hold

Open requests assigned to the current user, that are being resolved. o My Resolved Requests

Requests assigned to the current user and marked as resolved. o Not Responded Requests

All not responded requests. o Open Requests

All open requests o Overdue Requests

All overdue requests. o Pending Requests

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18 Technician Console | HarePoint.Com o Requests Due Today

All requests response time for which is up today. o Requests On Hold

All requests that are being resolved o Resolved Requests

All requests marked as resolved. o Unassigned Requests

All requests assigned to no one. o User Requests

All requests created by the current user.

Solutions

By using a link without a dropdown list you will open the list of pages with solutions for resolved issues (All Pages link in the dropdown list).

The dropdown list offers the following preset: Groupings: by author, by last editor; Filters: created by the Technician;

Sorting: by date of recent changes. Most recent on the top.  Contracts

The link to the list of concluded contracts.

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HarePoint.Com | Technician Console 19

Accounts

The link to the list of accounts the contracts are signed with.  Products

The link to the list of products.

The list provides information for the dropdown list, allowing you to select a product associated with the request at the creation of the request.

Reply Templates

The link to the list of reply templates.

Very often technical support specialists have to deal with the same issues several users are facing. Sometimes it is reasonable to prepare reply templates for typical queries.

Any text can be saved as a reply template. These templates may be added to a new message in reply to a query.

Knowledgebase

The link to the list.

Documents, texts, links can be added to the list to facilitate problem resolution process.  Recent Items

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20 Technician Console | HarePoint.Com

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HarePoint.Com | Technician Console 21

Main Sections of User Request Page  Information bar

provides the request info. All details concerning the request are displayed by clicking the appropriate button:

 Messages

Message is the major tool of communication between the user and the Technician. Apart from the message text itself you may attach documents and files to your message for transmitting necessary information.

Message sent from the Technician can be marked as resolution. And if the user provides no further information, the request may be closed.

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22 Technician Console | HarePoint.Com  Form for adding a message

The main part of the Form for adding a message is a text field. Toolbar of the Form provides access to the following possibilities:

o Marked as a resolution

If the Resolution check box is activated when sending a message, the request will be marked as resolved.

o Quick Reply

Quick Reply dropdown list allows you to choose and use one resolution template from the list of ready resolution templates. You can also save a new template.

o Attach file

Attach file button allows you to choose one file (or several files) from the computer to be attached to your message.

o Text Formatting

Copy and paste from Microsoft Word to the message, bold, italic, and underline fonts, links, alignment, and other tools allow you to make your message the way you want it.

HTML mode and preview mode are also available. o Lock for Edit

If you are busy with resolving the issue associated with the request, you can lock the request for other employees of the technical support service in order to prevent them from responding to such request and editing it. This allows not doing twice the same job. If the request is locked, no one can edit such request except you.

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HarePoint.Com | Technician Console 23

After texting, formatting, and setting your message send it by clicking on the Post Reply button.  Informer showing who has viewed the request

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24 Technician Console | HarePoint.Com

New Request Dialog

Creation of a new request on behalf of the Technician visually looks more complicated but provides you with more possibilities.

New Request Form Fields

Request info:  Status

Dropdown list allows you to choose a Request status from the following options: Closed, Open, On Hold, Resolved.

Product

Dropdown menu allows you to choose a product your request is associated with.  Priority

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HarePoint.Com | Technician Console 25

Level

Dropdown list allows you to choose an adequate request level. Level is used, for example, for determining the minimum qualification of the employee for resolving the issue associated with the request.

Mode

Dropdown list allows you to specify the channel through which the request was received.  Category

Dropdown menu allows you to choose category of the issue associated with the request.

Owner info:

Support Rep

Name of the employee to be assigned to the request.

Contact info:

User

Name of the user on behalf of whom the request is made.

Request activity:

DueBy Date

Responded Date

Response DueBy Date

Completed Date Request:

Subject

This field is mandatory. Request Subject is displayed in the list which can be viewed both by the User and the Technician. The field is usually used to provide a short description of the problem. Description

Use this field to enter the text. You can format your text with the help of Editing Tools. The field is used to provide more detailed description of the issue.

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26 Technician Console | HarePoint.Com  Attachments

List of attached files, links to deleted attachments.

Add attachment dialog will open when you click on Attach File button on the dialog toolbar:

After entering all necessary information send your request (OK button) to save it in the system or cancel your request (Cancel button) to delete it completely from the system.

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Edit Request Dialog

Edit Request dialog offers the same possibilities as the New Request Dialog, except for the following differences:

1. You cannot create a new request here but with the help of this dialog box you can change existing request info.

2. Description field and a text field are not included into the Edit Request dialog. However, if you need to edit your message attached to the request, you can edit this message on the page of user

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