KronoDesk Migration and Integration Guide Inflectra Corporation

Transcription

1 / KrnDesk Migratin and Integratin Guide Inflectra Crpratin Date: September 24th, 2015

2 0B Intrductin B1. Imprting frm Micrsft Excel B1.1. Installing the Micrsft Excel Add-In B1.1. Cnnecting t KrnDesk B1.2. Chsing the Artifact Type B1.3. Exprting Data Cnfiguring the Lkups B28B Exprting Tickets Changing the Imprt/Exprt Optins B33B Legal Ntices BIntrductin KrnDesk is an integrated custmer supprt system that includes help desk ticketing, custmer supprt frums and an nline knwledge base in a single user interface. KrnDesk includes a pwerful and flexible help desk ticketing system that can be quickly and easily tailred t meet yur supprt needs. With supprt fr custm fields and wrkflws yu can create different supprt prcesses fr yur different prducts. KrnDesk prvides a knwledge base and nline supprt frums. making yur custmers mre self-sufficient with rutine issues s that yur supprt persnnel can fcus their time n the critical issues and cmplex enquiries. This guide utlines hw t migrate data t/frm ther tls int KrnDesk. This guide assumes that the reader is familiar with bth KrnDesk and the apprpriate tl being discussed. Fr infrmatin regarding hw t use KrnDesk, please refer t the KrnDesk User Manual. Each f the sectins cvers a different tl s we recmmend using the table f cntents n the left t lcate the tl yu re lking t either integrate r migrate frm, then read the installatin and usage instructins. Page 1 f 8 Cpyright , Inflectra Crpratin This dcument cntains Inflectra prprietary infrmatin

3 1B1. Imprting frm Micrsft Excel The web-based interface f KrnDesk is ideal fr managing yur cmpany s supprt desk. Hwever when first standing up the system, yu may have legacy help desk tickets already in anther system r in an Micrsft Office dcument (e.g. Excel), it is useful t be able t lad in a batch f such legacy help desk tickets, rather than having t manually enter them ne at a time. T simplify this task, KrnDesk cmes with a Micrsft Excel Add-In that can exprt help desk tickets frm a ppulated Excel sheet int KrnDesk. 6B1.1. Installing the Micrsft Excel Add-In The first thing yu need t d is t g t the KrnDesk Add-Ons and Dwnlads page f the Inflectra Website (it can be fund in the KrnDesk sectin), and dwnlad the MS-Office Add-Ins installatin package: MS-Office 2010 Add-Ins these are cmpatible with Micrsft Office 2010 and They can cnnect t KrnDesk v1.1 r later. They als require Micrsft.NET 4.0. This installatin package will install the add-ins fr Micrsft Excel nt yur lcal PC Yu can cnnect t either a clud-hsted r n-premise versin f KrnDesk. If yu dn t have the crrect versin f Micrsft.NET installed r sme f the necessary prerequisites, yu will be given the pprtunity t install them when yu first run the installatin package. Once yu have the Excel Add-In installed, the secnd thing yu ll need t dwnlad is the KrnDeskImprtTemplate Excel Sheet. This spreadsheet cntains the necessary pre-frmatted clumns that are needed fr the Add-In t easily recgnize the data and knw hw t handle it. Once yu have dwnladed the template, please duble-click n it t pen it up in MS-Excel. Yu will ntice that there is an additinal ribbn entry under the Add-Ins tab in Excel which is used fr imprting/exprting data t/frm KrnDesk: This ribbn allw yu t cnnect t KrnDesk, and perfrm the imprt/exprt. The prcess fr using this tlbar is described belw: 7B1.1. Cnnecting t KrnDesk The first thing yu need t d is t click n the [Cnnect] buttn t specify the infrmatin used t cnnect t yur instance f KrnDesk: Page 2 f 8 Cpyright , Inflectra Crpratin This dcument cntains Inflectra prprietary infrmatin

4 Please enter the fllwing infrmatin int the dialg bx: KrnDesk URL: Please enter the web address that yu use t access KrnDesk in yur brwser. This is usually f the frm r Make sure that yu remve any suffixes frm the address (e.g. Default.aspx). User Name: Please enter the username that yu use fr lgging in t KrnDesk Passwrd: Please enter the passwrd that yu use fr lgging in t KrnDesk Remember Passwrd: If yu are using this Add-In n a private cmputer, yu can check this ptin t have the system remember yur credentials lcally. Please d nt use this ptin n a public cmputer and it will cmprmise the security f yur KrnDesk installatin. Once yu have entered the necessary infrmatin, please click [Cnnect] t authenticate with the server. If the lgin infrmatin is invalid, yu will see an errr message appear, therwise yu will be cnnected and the list f prjects and artifacts will be ppulated. If yu want t end yur sessin, yu shuld just click the [Discnnect] buttn and the Add-In will clse yur cnnectin. 8B1.2. Chsing the Artifact Type Once yu have successfully cnnected t KrnDesk, yu shuld nw chse the apprpriate Artifact in the system that yu will be imprting / exprting (currently nly Tickets are supprted): The artifact chice will match the name f the Excel sheet in the template, s if yu are ging t be exprting Tickets, yu shuld chse Tickets frm the drpdwn list and then click n the Tickets tab inside the Excel imprt template. Once yu have selected the artifact, there are three buttns that yu can nw use: Exprt: Clicking this buttn will take the data in the spreadsheet and use it t add/update items in KrnDesk. Imprt: Clicking this buttn will retrieve the data frm the KrnDesk server and use that t ppulate the spreadsheet. [This is currently nt available in the Add-In] Clear: This buttn allws yu t quickly clear the data in the imprt template while leaving all the necessary headings and ther infrmatin that the Add-In needs t be able t imprt/exprt data. Page 3 f 8 Cpyright , Inflectra Crpratin This dcument cntains Inflectra prprietary infrmatin

5 Optins: This buttn allws yu t change sme f the imprt/exprt ptins. 9B1.3. Exprting Data The Excel Add-In is capable f exprting help desk ticket data frm the Excel template t KrnDesk Cnfiguring the Lkups The Excel template cntains a special Lkups sheet in the Excel wrkbk. Befre actually perfrming the exprt, yu shuld review this sheet t make sure the list f prducts, statuses, pririties and reslutins match yur instance f KrnDesk: Nrmally yu wuld need t change at least the list f Prducts (since it will have the three sample prducts by default) and depending n hw yu have custmized yur instance, yu will als need t adjust the statuses, pririties and reslutins (currently Type is nt used and can be ignred). T get the apprpriate list f prducts, statuses, pririties and reslutins, g t the Administratin sectin f KrnDesk and display the apprpriate screens. Fr example, fr prducts: Make sure that the prducts, statuses, pririties and reslutins in the Excel wrkbk match the ID and the value displayed in KrnDesk. Once that has been dne, yu are nw ready t exprt yur data. 24B28B Exprting Tickets T exprt tickets, first yu need t click n the Tickets sheet in the Excel wrkbk: Next yu shuld click n the [Clear] icn t first remve the sample infrmatin frm the spreadsheet. Once yu have the sheet ready fr exprt, yu need t either enter the tickets int this specially frmatted spreadsheet r cut and paste them in frm anther existing Excel sheet that yu ve been using t Page 4 f 8 Cpyright , Inflectra Crpratin This dcument cntains Inflectra prprietary infrmatin

6 manage tickets previusly (r frm the utput f anther tl). Then click [Exprt] and the new items will be added t yur instance f KrnDesk. The varius clumns that can be imprted/exprted, and the rules fr entering data are listed belw: Tkt # Ticket Subject Ticket Descriptin Prduct Status Pririty Reslutin Opener Assignee Creatin Date Clsed Date Cmment Stres the ID f the ticket. Shuld be left blank fr new items being added t KrnDesk The subject / name f the help desk ticket. The lng descriptin f the ticket. If yu want it frmatted, yu need t add HTML tags such as <b> fr bld The name f the KrnDesk prduct that yu want t assciate the ticket with. It needs t be ne f the values frm the drpdwn list. The status f the ticket. It needs t be ne f the values frm the drpdwn list. The pririty f the ticket. It needs t be ne f the values frm the drpdwn list. The reslutin f the ticket. It needs t be ne f the values frm the drpdwn list. The user that pened the ticket. Needs t be the ID f the user (e.g. user US00005 wuld be entered as just 5). If left blank, it will default t the user lgged in thrugh the Add-In. The internal user that the ticket shuld be assigned t Needs t be the ID f the user (e.g. user US00005 wuld be entered as just 5) The date that the ticket was lgged. If this field is nt ppulated, the current date is used instead The date that the ticket was clsed. D nt enter a value in this field if the ticket is nt in a clsed status. The descriptin f a cmment/nte that shuld be appended t the ticket. If yu want it frmatted, yu need t add HTML tags such as <b> fr bld. Nte that this field always appends, s if yu want t add tw cmments, just enter the first value and click [Exprt], then replace it with the secnd value and click [Exprt] Nte: the clumns that are required are listed in bld type Changing the Imprt/Exprt Optins Yu can change hw the imprt/exprt wrks by clicking n the Optins icn. This brings up the Optins dialg bx: Page 5 f 8 Cpyright , Inflectra Crpratin This dcument cntains Inflectra prprietary infrmatin

7 When yu imprt artifacts frm KrnDesk int MS-Excel, if they have a frmatted descriptin, by default all the HTML tags that are used t describe the frmatting will be laded int the Excel cell. This is useful if yu plan n making changes and then updating KrnDesk (since it will preserve the frmatting). Hwever if yu want t be able t mre easily read the descriptins in Excel and d nt plan n updating KrnDesk, yu can select the ptin t Remve the Frmatting, which will cnvert the descriptins t plain-text befre lading them int Excel. Page 6 f 8 Cpyright , Inflectra Crpratin This dcument cntains Inflectra prprietary infrmatin

8 2B 33BLegal Ntices This publicatin is prvided as is withut warranty f any kind, either express r implied, including, but nt limited t, the implied warranties f merchantability, fitness fr a particular purpse, r nn-infringement. This publicatin culd include technical inaccuracies r typgraphical errrs. Changes are peridically added t the infrmatin cntained herein; these changes will be incrprated in new editins f the publicatin. Inflectra Crpratin may make imprvements and/r changes in the prduct(s) and/r prgram(s) and/r service(s) described in this publicatin at any time. The sectins in this guide that discuss internet web security are prvided as suggestins and guidelines. Internet security is cnstantly evlving field, and ur suggestins are n substitute fr an up-t-date understanding f the vulnerabilities inherent in deplying internet r web applicatins, and Inflectra cannt be held liable fr any lsses due t breaches f security, cmprmise f data r ther cyber-attacks that may result frm fllwing ur recmmendatins. KrnDesk and Inflectra are registered trademarks f Inflectra Crpratin in the United States f America and ther cuntries. Micrsft, Windws, Explrer and Micrsft Prject are registered trademarks f Micrsft Crpratin. All ther trademarks and prduct names are prperty f their respective hlders. Please send cmments and questins t: Technical Publicatins Inflectra Crpratin 8121 Gergia Ave, Suite 504 Silver Spring, MD U.S.A. [email protected] Page 7 f 8 Cpyright , Inflectra Crpratin This dcument cntains Inflectra prprietary infrmatin