V-Requester Add-in for Microsoft Outlook

Transcription

1 V-Requester Add-in for Microsoft Outlook User Guide This document will guide in configuring and using the V-Requester for Microsoft Outlook. Copyright 2014 V-Link Page 1

2 Contents Introduction... 2 Configuring the Add-in... 3 Settings... 3 Serivce Desk Plus Connection... 3 URL... 3 API Key... 4 Options... 4 Enable notification... 4 Debug... 4 Working with the add-in... 5 Create Request... 5 View Request... 5 Values of the request... 5 Description... 5 Working with notes... 6 Add a note to a Request... 6 Introduction This guide will walk through the configuration of the V-Requester add-in for Service Desk Plus. The V-Requester is designed for the end user (Requester) to be able to contact the help desk and monitor the status of the request directly from Outlook. Unlike the V-Technician that is used to manage and work with requests and create requests directly from . is a mission critical system and Requester usually are using the mail client so they feel it simple and easy to request help with issues directly from the environment they are working so much with. and because V-Requester is designed to use templates the IT department has already defined the requests get handled more quickly because more information is included in the request. Copyright 2014 V-Link Page 2

3 Configuring the Add-in Initial configuration requires a URL to the Service Desk Plus help desk portal and an API key you need to ask your Administrator to provide you with the information needed. Settings Open up an message, click on the Service Desk Tab Click on the Settings button Service Desk Plus Connection URL Enter the URL provided by your administrator. Copyright 2014 V-Link Page 3

4 API Key Your administrator needs to generate an API key for you in Service Desk Plus an administrator need to login to the Service Desk Plus portal Go to Admin Technicians. Click edit on the Technician that needs an API key Click on Generate API key and save the changes Once both URL and API key have been entered close the window and save changes. Connection from the add-in and Service Desk Plus is now enabled. This is the address of the requester. In most cases there is only one profile in use so that will be selected. But if more than one exists then you must select the correct address that should be used to assign with the request Options Enable notification This enables balloon notifications when a request is created, modified or deleted. Debug You can enable debugging for the add-in and select what to do with the logs. Copyright 2014 V-Link Page 4

5 Working with the add-in Create Request Select a template to use! Templates are defined in Service Desk Plus and the end user must select a template to be applied to the request about to be created. Click on Create Request, a windows will be opened for the end user to enter information relating to this request using the description of the Template Once that has been done the request is created in Service Desk with all fields assigned from the template for example Category, Group, Technician, and Priority View Request Values of the request A Technician can change the values of a request but not the requester for example by using V- Technician or the Service Desk Plus Portal Description If you click on Description you can view the request description. Request Updates If a user selects the he was located on then the request gets loaded with live information. Also the service desk sends a reply or any information that has the ID(##123456##) of the request then the request details are displayed Copyright 2014 V-Link Page 5

6 Working with notes Add a note to a Request To assign a new note to a request click on Add a note in the Menu You can also click on notes Type in the note and close the Form and you will be prompted if you would like to save Copyright 2014 V-Link Page 6