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

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1 HarePint HelpDesk fr SharePint Fr SharePint Server 2010, SharePint Fundatin 2010 User Guide Prduct versin: /10/2013

2 2 Intrductin HarePint.Cm (This Page Intentinally Left Blank )

3 Table f Cntents Intrductin... 4 User Cnsle... 5 Ticket Life Cycle frm the User Pint f View... 5 Request Creatin... 6 Request Frm Fields... 7 Mnitring Yur Request Status... 9 List f Requests... 9 User Request Page Technician Cnsle Tlbar Menu User Request Page Main Sectins f User Request Page New Request Dialg New Request Frm Fields Edit Request Dialg HarePint.Cm Intrductin 3

4 Intrductin HarePint HelpDesk is the prduct that allws yu t create and effectively manage the system fr prcessing requests frm yur custmers and emplyees, get accurate and up-t-date infrmatin n the number f incming supprt requests and technical supprt service lad, and assess and imprve technical supprt service perfrmance. Yu can create a new request by using either f the fllwing methds: 1. By When the User sends an message t the relevant address and HarePint HelpDesk will create a new request. Received messages and all attachments are stred by HarePint HelpDesk in EML frmat. 2. Thrugh Technician Cnsle: The specialist f the technical supprt service may create a request n behalf f the User, fr example, when accepting a request by phne. Later the User can cntinue wrking with his request independently thrugh User Cnsle n a web-site r via Thrugh User Cnsle: the User generates a request t the technical supprt service by cmpleting a special request frm available n the web-site. 4 Intrductin HarePint.Cm

5 User Cnsle User Cnsle is designed fr sending a request thrugh the web-site t the technical supprt service. HelpDesk features the mst user-friendly and intuitive User Interface thrugh which anyne, even nt familiar with the system, can send a supprt request withut reading a help file r a manual. The request creatin frm is fully custmizable and can be placed n a page f crprate prtal r any site created in SharePint 2010/2013. Ticket Life Cycle frm the User Pint f View 1. Request creatin. Prvisin f infrmatin cncerning request subject 2. Receipt f reply and clarifying questins if necessary 3. Prvisin f additinal infrmatin if necessary 4. Clsing the request If the issue described in the query is reslved at step 2, step 3 is ptinal. Hwever, if additinal infrmatin is required fr reslving the issue, it may be necessary t repeat step 2 and step 3 as many times as necessary in rder t ensure effective dialgue between the User and the Technician t reslve the issue. HarePint.Cm User Cnsle 5

6 Request Creatin T create a new request r view a list f yur wn requests and replies t these requests use a special Web Part that shuld be placed n a page f a web-site. The Web Part includes a list f requests with the pssibility t view queries and replies n-line r in a new windw and allws yu t create a new request by clicking Create request buttn. By default there are tw such buttns at the beginning and in the end f the list f requests. Any f these buttns can be disabled in Web Part Settings. T create a new request click Create request buttn. 6 User Cnsle HarePint.Cm

7 Request frm will appear. Please fill in the frm t create a request (Request frm fields can be custmized and extended n the page f HarePint HelpDesk Settings): Request Frm Fields Subject This field is mandatry. Request Subject is displayed in the list which can be viewed bth by the User and the Technician. The field is usually used t prvide a shrt descriptin f the prblem. Pririty Drpdwn menu allws yu t chse pririty level f the issue assciated with yur request. Categry Drpdwn menu allws yu t chse categry f the issue assciated with yur request. Prduct Drpdwn menu allws yu t chse a prduct yur request is assciated with. Descriptin Use this field t enter the text. Yu can frmat yur text with the help f Editing Tls. The field is used t prvide mre detailed descriptin f the issue. HarePint.Cm User Cnsle 7

8 Attachments List f attachments t the request, links t delete attachments, and a link t Add attachments dialg: List f permitted file frmats and maximum attachment size limit can be set n the page f the Prduct Settings. 8 User Cnsle HarePint.Cm

9 Mnitring Yur Request Status List f Requests Created request will appear in the list. Fields f the List f Requests: ID Request Identifier. Subject Request Subject specified at the creatin f the request. This field is an active link t user s request page. Prduct Prduct specified at the creatin f the request. Status Request status. Created Date and time f request creatin Cmmented by If the Technician has respnded t the request, their name is specified in this field. HarePint.Cm User Cnsle 9

10 User Request Page User can perfrm the fllwing peratins n this page: View infrmatin n the request Edit request text Edit request prperties (Pririty, Categry, and Prduct) Attach files Add a new message Clse the request 10 User Cnsle HarePint.Cm

11 Technician Cnsle Technician Cnsle Interface prvides an emplyee f the technical supprt service with infrmatin cncerning the requests and quick access t frequently used tls and surces f infrmatin. Tlbar The tlbar prvides an emplyee f the technical supprt service with access t frequently used ptins. The Tlbar prvides quick access t the fllwing peratins: Create Create a new request. Optin is available in any cntext. The buttn leads t New request dialg. HarePint.Cm Technician Cnsle 11

12 Edit Edit yur request. The ptin is available n the page f user requests r if ne request is marked n the page with the list f requests by using a checkbx. The buttn leads t Edit request dialg bx. Remve Delete yur request. The ptin is available n the page f user requests r if ne r several requests are marked n the page with the list f requests by using checkbxes. By clicking the Remve buttn n the page f user requests yu will remve a current request. By clicking the Remve buttn n the page with the list f requests yu will remve all checked requests. Change status Change a Request status. The ptin is available n the page f user requests r if ne r several requests are marked n the page with the list f requests by using checkbxes. Drpdwn list allws yu t chse a Request status. If yu change a Request status n the page f user requests, yu will change a status f a current request. 12 Technician Cnsle HarePint.Cm

13 By using this drpdwn list n the page with the list f requests status will be changed fr all requests which are marked in the list with the help f checkbxes. Assign An emplyee f the technical supprt service is assigned t the query. The ptin is available n the page f user requests r if ne r several requests are marked n the page with the list f requests by using checkbxes. Assign t Optin pens a dialg bx fr searching an emplyee t assign a request r requests. Assign t me Optin assigns a request r requests t a current user. HarePint.Cm Technician Cnsle 13

14 By using this tlbar ptin n the page f user requests yu will assign a current request t the selected emplyee. By using this tlbar ptin n the page with the list f requests all requests which are marked in the list with the help f checkbxes will be assigned t the selected emplyee. Open by ID This ptin allws yu t find a request by its ID. Optin is available in any cntext. By entering a Request ID int this field yu will g t the page f user requests. Search Search fr requests. This search field allws yu t type in any wrd r phrase and see all requests that cntain that wrd r phrase. Search results will be presented as a list f requests and users that match the search details. 14 Technician Cnsle HarePint.Cm

15 List f Requests Menu Menu f the Technician cntains the fllwing items: Activities Drpdwn list f links t Tasks and Events with preset filters. Filters available fr Tasks: All tasks (withut filtering) Active tasks By user (Tasks f the current user) By date (due tday) HarePint.Cm Technician Cnsle 15

16 Grupings available fr Tasks: By users By user grups Filters available fr Events: All events (withut filtering) Current events Available frms t present Events: Events in the frm f calendar Requests This menu item leads t the list f requests. Drpdwn menu items are preset filters fr the list f requests. Fr example, by clicking My Open Requests link yu will g t the list f pen requests assigned t the user whse ID was used t lg in. By clicking the link withut using a drpdwn list yu will see the list f requests with Open and On Hld Statuses. 16 Technician Cnsle HarePint.Cm

17 Available default filters: All Items All requests (withut filtering). Cmpleted Request Clsed requests My Cmpleted Requests Requests clsed by the current user. My Nt Respnded Requests Open nt respnded requests assigned t the current user. My Open Or Unassigned Open requests assigned t the current user r pen unassigned requests My Open Requests Open requests assigned t the current user. My Overdue Requests Overdue requests assigned t the current user. My Pending Requests All requests with Open and On Hld Statuses assigned t the current user. My Requests Due Tday All requests assigned t the current user respnse time fr which is up tday. My Requests On Hld Open requests assigned t the current user, that are being reslved. My Reslved Requests Requests assigned t the current user and marked as reslved. Nt Respnded Requests All nt respnded requests. Open Requests All pen requests Overdue Requests All verdue requests. Pending Requests All requests with Open and On Hld Statuses HarePint.Cm Technician Cnsle 17

18 Requests Due Tday All requests respnse time fr which is up tday. Requests On Hld All requests that are being reslved Reslved Requests All requests marked as reslved. Unassigned Requests All requests assigned t n ne. User Requests All requests created by the current user. Slutins By using a link withut a drpdwn list yu will pen the list f pages with slutins fr reslved issues (All Pages link in the drpdwn list). The drpdwn list ffers the fllwing preset: Grupings: by authr, by last editr; Filters: created by the Technician; Srting: by date f recent changes. Mst recent n the tp. Cntracts The link t the list f cncluded cntracts. If it is cnvenient fr yu, yu can prvide and save infrmatin n cncluded cntracts in this list. 18 Technician Cnsle HarePint.Cm

19 Accunts The link t the list f accunts the cntracts are signed with. Prducts The link t the list f prducts. The list prvides infrmatin fr the drpdwn list, allwing yu t select a prduct assciated with the request at the creatin f the request. Reply Templates The link t the list f reply templates. Very ften technical supprt specialists have t deal with the same issues several users are facing. Smetimes it is reasnable t prepare reply templates fr typical queries. Any text can be saved as a reply template. These templates may be added t a new message in reply t a query. Knwledgebase The link t the list. Dcuments, texts, links can be added t the list t facilitate prblem reslutin prcess. Recent Items Blck f links t recently viewed requests. HarePint.Cm Technician Cnsle 19

20 User Request Page 20 Technician Cnsle HarePint.Cm

21 Main Sectins f User Request Page Infrmatin bar prvides the request inf. All details cncerning the request are displayed by clicking the apprpriate buttn: Messages Message is the majr tl f cmmunicatin between the user and the Technician. Apart frm the message text itself yu may attach dcuments and files t yur message fr transmitting necessary infrmatin. Message sent frm the Technician can be marked as reslutin. And if the user prvides n further infrmatin, the request may be clsed. HarePint.Cm Technician Cnsle 21

22 Frm fr adding a message The main part f the Frm fr adding a message is a text field. Tlbar f the Frm prvides access t the fllwing pssibilities: Marked as a reslutin If the Reslutin check bx is activated when sending a message, the request will be marked as reslved. Quick Reply Quick Reply drpdwn list allws yu t chse and use ne reslutin template frm the list f ready reslutin templates. Yu can als save a new template. Attach file Attach file buttn allws yu t chse ne file (r several files) frm the cmputer t be attached t yur message. Text Frmatting Cpy and paste frm Micrsft Wrd t the message, bld, italic, and underline fnts, links, alignment, and ther tls allw yu t make yur message the way yu want it. HTML mde and preview mde are als available. Lck fr Edit If yu are busy with reslving the issue assciated with the request, yu can lck the request fr ther emplyees f the technical supprt service in rder t prevent them frm respnding t such request and editing it. This allws nt ding twice the same jb. If the request is lcked, n ne can edit such request except yu. 22 Technician Cnsle HarePint.Cm

23 After texting, frmatting, and setting yur message send it by clicking n the Pst Reply buttn. Infrmer shwing wh has viewed the request HarePint.Cm Technician Cnsle 23

24 New Request Dialg Creatin f a new request n behalf f the Technician visually lks mre cmplicated but prvides yu with mre pssibilities. New Request Frm Fields Request inf: Status Drpdwn list allws yu t chse a Request status frm the fllwing ptins: Clsed, Open, On Hld, Reslved. Prduct Drpdwn menu allws yu t chse a prduct yur request is assciated with. Pririty Drpdwn list allws yu t chse pririty level f the issue assciated with the request. 24 Technician Cnsle HarePint.Cm

25 Level Drpdwn list allws yu t chse an adequate request level. Level is used, fr example, fr determining the minimum qualificatin f the emplyee fr reslving the issue assciated with the request. Mde Drpdwn list allws yu t specify the channel thrugh which the request was received. Categry Drpdwn menu allws yu t chse categry f the issue assciated with the request. Owner inf: Cntact inf: Request activity: Supprt Rep Name f the emplyee t be assigned t the request. User Name f the user n behalf f whm the request is made. DueBy Date Respnded Date Respnse DueBy Date Cmpleted Date Request: Subject This field is mandatry. Request Subject is displayed in the list which can be viewed bth by the User and the Technician. The field is usually used t prvide a shrt descriptin f the prblem. Descriptin Use this field t enter the text. Yu can frmat yur text with the help f Editing Tls. The field is used t prvide mre detailed descriptin f the issue. HarePint.Cm Technician Cnsle 25

26 Attachments List f attached files, links t deleted attachments. Add attachment dialg will pen when yu click n Attach File buttn n the dialg tlbar: After entering all necessary infrmatin send yur request (OK buttn) t save it in the system r cancel yur request (Cancel buttn) t delete it cmpletely frm the system. 26 Technician Cnsle HarePint.Cm

27 Edit Request Dialg Edit Request dialg ffers the same pssibilities as the New Request Dialg, except fr the fllwing differences: 1. Yu cannt create a new request here but with the help f this dialg bx yu can change existing request inf. 2. Descriptin field and a text field are nt included int the Edit Request dialg. Hwever, if yu need t edit yur message attached t the request, yu can edit this message n the page f user requests by clicking n the edit icn in the right tp crner f the apprpriate message. HarePint.Cm Technician Cnsle 27

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