User Guide Help Desk Technology International Corporation 2013

NOTICES ServicePRO Training Guide Edition October, 2013 HelpSTAR and ServicePRO are registered trademarks of Help Desk Technology International Corporation. This publication may not be reproduced, stored in a retrieval system, or transmitted in any form without the written permission of Help Desk Technology International Corporation. Trademarks ServicePRO, HelpSTAR, Help Desk Technology, and the Help Desk Technology International Corporation logo are registered trademarks of Help Desk Technology International Corporation. Unless otherwise provided in this document, marks identified by, and SM are registered marks, trademarks, and service marks respectively of Help Desk Technology. All other trademarks are the property of their respective owners. Microsoft, Microsoft Office, Windows, Excel, Visio, Windows NT, NET are either registered trademarks or trademarks of Microsoft Corporation in the United States and/or other countries. Adobe Reader is either registered trademarks or trademarks of Adobe Corporation in the United States and/or other countries. Customer Support For additional support information, visit us at: www.serviceprocloud.com Call us at: 1-800-563-4357, Option 3 for Technical Support ii ServicePRO User Guide

Table of Contents 1 WELCOME TO SERVICEPRO TRAINING... 2 The Evolution of Request Management... 2 The Concept behind Queue Folders... 4 Service Request Automation... 5 Service Request Workflow... 6 Classic Workflow... 6 Flexible Workflow... 8 Tips and Best Practices... 8 2 SERVICE REQUESTS... 12 Submitting New Service Requests... 12 End Users Submitting Service Requests via the Web Portal... 12 End Users Submitting Service Requests via Email... 15 Support Reps Submitting Service Requests via ServicePRO... 15 Submitting New Project Requests... 19 Support Reps Submitting Project Requests... 20 Tips and Best Practices... 22 Working with Service Requests... 24 Service Requests page... 24 Workspace... 24 Screen Sharing... 26 Other Views Tab... 42 Requested By Me... 42 Opened, Updated and Closed... 43 Timesheet View... 44 In Service View... 45 3 SERVICEPRO USER INTERFACE... 48 Login... 48 Active Directory Integration... 49 Windows Interface... 50 File Tab... 52 Email Inbox... 53 iii ServicePRO User Guide

ServicePRO User Options... 55 4 SETUP/ADMINISTRATION... 69 ServicePRO Objects Tab... 69 Manage Companies... 69 Manage Organizational Hierarchy... 73 Manage Users... 77 Manage Teams... 86 Manage Roles... 88 Manage Categories... 91 Manage Products... 95 Manage Assets... 100 Manage Vendors... 105 Manage Manufacturers... 109 Tips and Best Practices... 111 Administration Tab... 113 To Queue (ServicePRO Enterprise Only)... 113 Role Based Access Control (ServicePRO Multi-Division Only)... 114 Merge Duplicates Task Group... 117 Merge Users... 117 Merge Companies... 119 Import... 121 Tips and Best Practices... 136 Re-Activate Objects... 136 Deleting an Object... 136 License... 137 Purge... 138 Missing a section for the new Purge by Folder option... 139 Shutdown... 139 Users Currently Logged On... 141 Concurrent User Sessions... 142 Configuration Tab... 142 Active Directory Sync... 143 System Email Accounts... 148 User Email Accounts... 151 iv ServicePRO User Guide

System Text Messaging Account... 154 Encryption... 156 Priority Escalation... 161 System Options... 166 Business Hours... 175 Auto Discovery... 177 Set Charge Rates... 177 Customize... 177 5 SERVICEPRO TODAY... 180 Announcements... 180 Today s Meetings/Appointments... 183 Action Items... 183 Support Rep Chat... 183 Using Chat... 184 6 COMMUNICATIONS... 192 Communication Types... 193 Alerts... 193 Reminders... 195 Meetings... 195 Messages... 195 Chat... 198 Emails... 198 Documents... 198 7 CALENDAR... 201 Creating New Appointments... 203 Creating New Meetings... 205 Working with Calendars... 206 Views Tab... 207 8 DOCUMENTS... 211 Documents Toolbar... 213 9 ASSETS/CONFIGURATION... 217 Compliance and Documentation... 218 v ServicePRO User Guide

Discovered Hardware... 218 Discovered Software... 221 License Compliance... 223 Auto Discovery... 226 Configure Discovery Schedule... 226 Configuring the Client Audit Add-In... 229 Configuring your Login Script to Perform the ServicePRO Audit... 229 Current Workstation... 230 Query Designer... 232 My Queries... 234 Purchasing Tab... 236 Toolbar Overview... 236 Logging New Purchase Requests End User... 238 Logging New Purchase Requests Privileged User... 239 Purchasing Tasks Group... 241 In Dispatch... 241 Approve... 242 Place Order... 244 Receive... 247 Void Purchase Order... 248 Purchase Requests... 249 POs... 250 Administer Task Group... 251 Purchase Order Options... 251 10 KNOWLEDGE MANAGEMENT... 253 Find Best Solution... 253 Create New Best Solution... 255 Best Solutions Listing... 256 Published Globally... 257 Published Internally... 257 Draft... 257 Deactivated... 257 Suggested Solution... 257 vi ServicePRO User Guide

Tips and Best Practices... 261 11 CUSTOMIZE TAB... 265 Custom Object Designer... 265 Quick Request Templates... 276 Projects and Project Templates... 278 How to Add a Child Request... 278 How to Merge Requests... 280 How to Remove a Request from a Project... 285 Project Template Designer... 287 Manage Existing Project Templates... 293 Business Rules for Inbound Email... 295 Toolbar Overview... 296 Creating an Email Business Rule... 298 Notifications Tab... 303 Business Rules Service Requests... 308 Updating an Existing Request Toolbar Overview... 309 Creating a New Request Business Rule... 310 Memo Templates... 318 Creating New Memo Templates... 318 Editing Memo Templates... 320 Deleting Memo Templates... 320 12 DATA ANALYSIS... 323 Standard Reports and Custom Reports... 323 Charts... 323 Dashboard... 327 Queries... 330 SLA Performance... 336 Organizational Hierarchy Load... 337 Support Rep Load... 338 Team Load... 339 13 SERVICEPRO REPORTS... 342 Standard Reports... 342 Service Requests Reports... 344 vii ServicePRO User Guide

Request Review Reports... 344 Support Rep Performance Reports... 345 Queue Reports... 346 Support/Cost Billing Reports... 346 Request Resolution Reports... 347 End User Satisfaction Reports... 347 Overdue Reports... 347 Purchasing/Asset Reports... 348 Purchasing Report... 348 Asset Reports... 348 License Compliance Reports... 349 Project Request Review Reports... 349 Workstation Reports... 349 Workstation Support Report... 349 Listing Reports... 349 Audit Trail Reports... 350 HelpSTAR Logins Report... 350 HelpSTAR Objects Report... 350 Creating Custom Reports... 351 Custom Report Designer... 352 Saving the Report... 357 Emailing the Report... 357 Running Reports... 358 Custom Listing Reports... 359 Custom Asset Reports... 359 14 BEST PRACTICES FOR YOUR HELP DESK... 364 Creating a Procedures Manual... 364 Help Desk Design Considerations... 364 Managing the Help Desk... 365 Tips and Best Practices... 365 Tips and Best Practices General... 365 Tips and Best Practices Setup/Admin... 366 Tips and Best Practices Service Requests... 366 viii ServicePRO User Guide

Tips and Best Practices Knowledge Management... 368 Tips and Best Practices Database Administration... 368 Tips and Best Practices ServicePRO Customization... 368 Tips and Best Practices Data Analysis... 369 15 SERVICEPRO END USER WEB PORTAL... 374 Web Portal Web Portal Options... 374 Web Portal... 375 Web Portal ServicePRO Greeting... 375 Web Portal Knowledge Base... 375 Knowledge Base End Users... 375 Web Portal Web Portal Customization Utility... 378 A SERVICEPRO PASSWORD RESET UTILITY... 384 Part 1: Password Reset Utility Administration... 384 Part 2: End User Password Reset Utility Registration... 390 Part 3: Resetting a Windows Password via the Utility... 392 Part 4: Resetting a Windows Password via the ServicePRO... 399 Part 5: Password Reset Utility Reports... 404 B SERVICEPRO SEARCH... 406 Basic Search Phrase Rules... 406 Wildcard Matching ( * )... 406 Boolean Operators... 407 Examples of Invalid Search Phrases... 407 C CRITERIA OPTIONS FOR RULES AND REPORTS... 408 Queue Folder Options... 408 Time Statistics Options... 408 Project Options... 409 Priority Options... 409 Service Statistics Options... 410 User Satisfaction Options... 414 Requester Options... 414 Support Rep Options... 415 Alerts Options... 415 Memo Options... 416 ix ServicePRO User Guide

Reminder Options... 418 Appointment/Meeting Options... 418 Service Request Options... 418 Purchase Request Options... 419 D ROLES INDEX... 421 Data Access Roles... 421 Request Roles Manage... 421 Request Roles Workflow... 422 System Management Roles... 423 x ServicePRO User Guide

1 Welcome to ServicePRO Training Welcome to ServicePRO training. The following section introduces important Help Desk concepts. The Evolution of Request Management This short section introduces the concepts from which ServicePRO evolved. It also explains the terms within the software. An antiquated process of request management is shown in the figure below. A D E Dispatch B C Figure 1 Antiquated Process of Request Management Model Key Players and Concepts A. End Users B. Receptionist/Dispatch C. Sticky Note D. Job Board E. Support Reps 2 ServicePRO Training Guide

A End Users Have problems Call Dispatcher with their problems Sometimes, a message or note is left for the receptionist B Receptionist/Dispatch Receives calls and retrieves voicemails from end users Details problems on sticky note Places sticky notes on job board C Sticky Notes Details problems encountered by end users A new one is filled out every time an end user has a problem and is placed on the job board In ServicePRO, sticky notes = Service Requests In ServicePRO, Receptionist s desk = In Dispatch In ServicePRO, notes on the job board = In Queue D Job Board Centralized location for sticky notes Notes are removed as jobs are taken by Support Reps E Support Reps Provide technical support to the end users Review the job board and remove sticky notes when starting to work on problems In ServicePRO this Service Request = In Service 3 ServicePRO Training Guide

The Concept behind Queue Folders The typical job board design included a few problems. First, it was difficult for Support Reps to establish which tasks needed to be completed before others. By establishing priority, a Service Desk can assess and rate tasks in the order they need to complete them. ServicePRO uses four levels of priority: Critical, High, Medium, and Low. The job board evolved to include these four tiers. Four rows were added to the job board. Now, notes are organized based on the urgency of the task needed to be completed. Another problem with the typical job board was that Support Reps had to go through all the problems on the board to find tasks they could work on. When Reps had only a few tasks, this was not an issue. However, when Reps had a hundred tasks, even with the addition of priority, it was still very inefficient. To combat these inefficiencies, columns were added to the job board. Using columns helped clarify which Support Rep needed to complete specific tasks. At this phase of the evolution, Support Reps were able to see tasks that were assigned to them along with the order in which they needed to be completed. A drawback to assigning requests directly to Support Reps is that not all tasks are equal. Some problems can take several hours to resolve, while others might require only a few minutes. As a result, some Reps became overwhelmed and backlogged. Some tasks can be completed by several different Support Reps because these Reps have similar skill sets. However, because tasks were being assigned to individuals and not to Support Reps of a shared skill-set some jobs were delayed, even when another Support Rep might have been available to work on it. To overcome this issue, the Help Desk began using generic, skill-based queues. These queues or holding areas can be based on skill set, skill levels, or even geographical areas. Support Reps are then assigned to each queue based on their skill set and areas of responsibility. Support Reps can be associated with multiple queues, allowing them access to all the tasks that they can work on. This ensures that the first available Support Rep can start work on the highest priority task. Using this system, tasks are never stagnant and Reps are never overwhelmed. As Support Reps complete tasks, they close them. 4 ServicePRO Training Guide

Service Request Automation Service requests are the fundamental building block for all ServicePRO activity. They are equivalent to the sticky notes in the antiqued process of Request Management. A new service request is created for each new activity or job to be performed. Figure 2. New Service Request screen 5 ServicePRO Training Guide

Service Request Workflow The Service Request Workflow is the process in which a service request is appropriately prioritized, forwarded, scheduled as necessary then resolved and closed. Comprehending the service request workflow is crucial to understanding how ServicePRO works. For this reason we are going to spend a little time looking at a workflow diagram and discussing how the workflow relates to your real-life application of ServicePRO. 2 3 1 4 5 Figure 3. Service Request Workflow Classic Workflow A typical service request flows through all of the states in a step-by-step fashion, in an efficient process. 1 2 User has a Problem Something is not working to expectations. User submits a service request. In Dispatch All requests submitted by end users go directly to Dispatch. Requests submitted by privileged users - who do not have the Dispatch privilege or users who are unsure of the proper workflow - also go directly to Dispatch. ServicePRO automatically re-assigns a request when a Support Rep is deleted from ServicePRO. 6 ServicePRO Training Guide

The Dispatcher sets the priority, checks necessary details, and forwards the request to the appropriate queue. Requests In Dispatch compare to the sticky notes sitting on the receptionist s desk, in the Evolution of Request Management that were waiting to be prioritized and placed on the job board. 3 4 5 In Queue Requests waiting to be serviced by the next available Support Rep are considered In Queue. These requests are essentially waiting in line. ServicePRO s auto-escalation raises a request s priority automatically based on how long it has been waiting. The next available Support Rep selects the request from the top of the list. By default, the top of the list shows the most critical and oldest request, which is the next request to be worked on. Support Reps can simply right-click on a request and select Take Ownership when they start working on the requests. When requests are waiting In Queue they compare to the sticky notes waiting on the job board in the Evolution of Request Management. In Service Closed When a Support Rep has taken ownership, they assume responsibility for the task as well as the work required to complete it. Here the Support Rep can update and work on the request. When the issue has been resolved, the Support Rep can close the request. If a Support Rep is unable to resolve the issue, it can be placed back In Queue for another Support Rep to resume the work. When the Support Rep has completed the task or resolved the problem, the request is closed. ServicePRO s approval ratings allow you to gather feedback on the quality and timeliness of service from your end users. 7 ServicePRO Training Guide

Flexible Workflow ServicePRO enables a request to bypass or repeat any workflow step as the situation requires, as shown in the figure below. Figure 4. Flexible Workflow Tips and Best Practices To minimize distractions for your Support Reps, ensure that incoming phone calls are handled by one or more Dispatchers. For non-critical issues, end users should submit their own requests via email or the Web Portal. End users can call in directly if they feel an issue is critical. If an issue is critical, the Dispatcher can pass the request directly through to a Rep. Ensure that your Dispatchers have clear guidelines regarding the routing and prioritization of requests. Analyze the skill sets of your support Reps and identify what kind of issues they will be resolving before establishing your queues. If more than one Support Rep is assigned to a queue, encourage the Reps to take ownership of a request on which they are working. This removes the request from the view of the other Support Reps. 8 ServicePRO Training Guide

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Help Desk Technology Corporation ServicePRO Service Requests

Training 11 ServicePRO Training Guide

2 Service Requests Submitting New Service Requests Service requests are the foundation of Service Desk activity. When you have your queues and categories established, the service requests provide all the information required to monitor and report on the Service Desk. Service requests can be submitted via three channels: End users submit requests via the Web Portal. End users email requests to the Help Desk. Support Reps submit requests on behalf of end users. End Users Submitting Service Requests via the Web Portal End users can submit service requests over the Internet using ServicePRO s Web Portal. When end users log in to ServicePRO via the Web Portal, they see a different look than they see in the normal ServicePRO user interface. The interface they use looks similar to the one shown in the figure below. 12 ServicePRO Training Guide

Figure 5. End user Web Portal Home Tab. 1. To log a service request using the Web Portal, launch your browser from any computer. 2. Navigate to the URL set up by your company where you will find the Web Portal login screen. 3. Log in to the ServicePRO Web Portal: enter your user name, password, and language. 4. Click Login. (You can skip this step if your system administrator has synchronized your site s user logins with Active Directory). 5. To log a service request, simply click on the New Service Request icon. A pop-up appears where you can select New Service Request or New Purchase Request. By default, the New Service Request radio button is selected. 6. From the drop-down in the pop-up, you must also select the Request Type, such as an Incident. A page similar to the one shown below appears. 13 ServicePRO Training Guide

Figure 6. End User Web Portal New Request Tab. 7. In this example, you would select a value from the Category drop-down list, enter a name in the Request Title field, and enter other pertinent information in the Memo field. 8. You could also modify the value in the Urgency field if needed. (The availability of these fields will depend on the non-privileged user options selected during the Web Portal Installation.) 9. If the Attachment feature has been enabled, you can attach files to your request by clicking on the Attach icon. 10. You can schedule a reminder for yourself by clicking on the Reminder icon. 11. You can also select a different custom request type (if any have been created) by clicking on the Request Type drop-down list (currently showing Generic Service Request ). 12. Click the Save button at the bottom of the window or the Save icon to submit your request. A dialog box appears to confirm that your request has been logged. 14 ServicePRO Training Guide

End Users Submitting Service Requests via Email End users can email a request to the Service Desk. For ServicePRO to process email service requests, the administrator must have set up a system email account. See page 148 for more on System Email Accounts. Only emails sent to the configured email accounts will be received by ServicePRO. For example, your email account could be support@mycompany.com. ServicePRO scans each incoming email to determine the sender s email address then scans the database to match the email address with a user record. When an email is sent to your Service Desk s email address, the following occurs: Each new request is automatically logged in ServicePRO and placed In Dispatch. The email subject becomes the service request title. The email message becomes the service request memo. The requester receives an automatic response confirming receipt of the request and the reference number gets assigned. Updating Requests Submitted via Email To update their requests, users can simply reply to the automatic response received from ServicePRO. This ensures the update is attached to the proper request. Support Reps Submitting Service Requests via HelpSTAR ServicePRO A Support Rep can submit a service request through the ServicePRO interface. 15 ServicePRO Training Guide

1 2 3 4 5 6 7 8 Figure 7. Adding a Request for a Privileged User. Each request has eight task/information areas: 1. Ribbon Toolbar 2. Title 3. General Information 4. Workflow 5. Notification 6. Schedule 7. Importance 8. Memo 16 ServicePRO Training Guide

1 Ribbon Toolbar When creating new requests, you have the following options: Save click this option to submit or save edits to a service request Attach File add a document or file to this service request Schedule Send a reminder to yourself or other Support Reps (depending on your Roles). It will be delivered at the date and time you set. You can also create new appointments or meetings to add to calendar for the related request or set recurrence on a service request. Quick Message Send an message to another support rep within ServicePRO Screen Sharing Initiate a screen sharing session to remotely assist an end user Find Click on the Find>Suggested Solutions option to search the knowledge base for a suggested solution. ServicePRO searches based on principal words in the service request title, and/or category then displays a list of suggestions that facilitate self help. Requester Details View a requester s user, organizational unit or company s properties. 2 Title A brief description of the problem. The title is visible in all ServicePRO tables. It should contain error numbers when relevant and be as descriptive as possible. This field can assist technicians in obtaining relevant information quickly. 3 General Information Request Type Select the type of request you want to add. By default, the request type will be Generic Service Request. Based on the Service Desk needs, you can create different request types, using custom fields, such as, new employee, or change management. Requester The default requester is the person logging the request. Users with Submit Roles can use the Requester drop-down list to search for the names of requesters who requires service, and log requests on their behalf. Category This required field is a drop-down list for categorizing the request. Select the category that best fits the request. Asset ServicePRO s Asset Allocation function associates requesters assets with their requests. ServicePRO can then identify troublesome assets. 4 Workflow Folder This field helps you select one of two locations in the Help Desk for a request: 17 ServicePRO Training Guide

Dispatch: Move the request to the In Dispatch folder, to be reviewed by the Dispatcher. Queue Folder: Forward the request to a specific queue folder Close This option allows you to indicate that work is completed and this request should be closed. First Call Resolution This option allows you to specify that a service request was resolved during first contact. Assign Work This field allows you to set the owner of the request by placing it in Service. Ownership can be assigned to a user and/or a team. Responsibility This field allows you choose the individual that is responsible for this request. 5 6 Notification Notification Type This menu allows you to select the history type included in an Automatic Email Update. From This field allows you to set the System Email Account that an Automatic Email Update is sent from. See page 148 for more information on System Email Accounts. CC Recipients This field list CC recipients, and as well as allows you select additional recipients. Schedule Begin Work This field provides four scheduling options: ASAP: Work needs to begin as soon as possible. Schedule: Work is scheduled to begin at a future date and time. Suspend: No work is required at this time; however, the request cannot be closed. Waiting for Response: More information has been requested. When that information is received, the request will resume and you will receive an alert. Due By Use this field to schedule the request when the work should be completed. The value for this field can be ASAP, or a specific date and time. For example, if you have new employees starting next Monday, you could schedule the Due By date for Friday so an alert will notify you to set up workstations for them or complete other preparatory work on Friday. 7 Importance Urgency Select from four levels of urgency (Critical, High, Medium and Low). Urgency defined by the end users indicates to Support Reps how users view the importance of an issue. Priority Select from four levels of priority (Critical, High, Medium, and Low). Priority is normally set by a Dispatcher or a Support Rep submitting the request. This is the field ServicePRO uses to prioritize workflow. 18 ServicePRO Training Guide

8 Memo Time Worked Time accumulates while the New Request window is open. When solving a problem over the phone, or when Support Reps leave their desks to work on a request, the timer automatically tracks time spent. Update the request when the work is complete. ServicePRO lets you manually override elapsed time by directly entering a date and time in the Time Worked field. You can specify the time worked and select a different date if necessary. Time Code Associated with each Support Rep s hourly rate, the time code indicates whether the charge for the request is a standard or overtime rate. Private Memo When this box is checked, the memo is not visible to anyone but the Support Reps. This hides sensitive or confidential information from end users. Private memos are not visible on the Web and are not emailed, even if Email Current Memo has been selected. Memo Use this area to provide a complete description of the problem, details of the work by Support Reps, and specifics about the problem resolution. It is extremely important that Support Reps update requests with the problem resolutions. This helps build an historical knowledge base that can be easily searched by end users, thus enhancing self-help. Memo templates can be used by clicking this Memo Templates Icon. See Memo Templates on page 318 for more information. Rich Text Editor You can format Text added in the Memo field of a request using the Rich Text Editor. You can alter the size, font style and color of text in inserted memos. Also, you can insert images and tables directly into the memo field of a request and viewed in a request's history. To submit a request, complete the following process: 1. From the Service Requests page, click the Create New Item in the New task group of the toolbar. 2. Select the type of request: Service Request, Project Request, Purchase Request, Quick Request. 3. Enter data in the fields as described above. 4. When you finish, click the Save icon in the Ribbon Toolbar. ServicePRO displays a confirmation dialog box that says: Your Request has been logged as reference number ####. The request is sent to the queue, Support Rep, or Dispatcher as selected. Submitting New Project Requests Managing projects can be time consuming and tracking progress can be difficult. By using ServicePRO projects, you can group many tasks together that belong in a particular project. Many organizations use ServicePRO projects for multi-task projects such as change management, and new employee setup. You can create templates for repetitive tasks Support Reps have two methods for submitting new Project Requests: Submit project requests via the Web Portal. Submit project requests using the Windows Client. 19 ServicePRO Training Guide

Support Reps Submitting Project Requests A project request is similar to a service request, with one exception: the project request includes a Project Requests panel as shown in the figure below. 1 Figure 8. Adding a Project Request. 1 Project Requests The Project Requests panel provides a tree view of all requests associated with the selected project. Logging a project request is also very similar to logging a service request. 1. From the Service Requests page, click on the Create New Item icon. Select the Project Request menu option. You will see a list of all the projects that have been created by your administrator using the Project Template Designer. Refer to page 278 for more information about the Project Template Designer. 2. Select the Project Type you want to open. A request form appears as displayed in the figure above. 3. Note the similarities to the Service Request window. On the Home tab, the groups and tasks are the same. 4. Enter data in the fields as described on page 15, Support Reps Submitting Service Requests via service. You will notice that some fields are already populated, which are typically set as the defaults when the project template is created. 20 ServicePRO Training Guide

5. All service and purchase requests associated with the project are created and forwarded as defined in the project. NOTE: If you close a parent request, all child requests are also closed. TRY IT Submitting Service Requests Web Portal (End User) 1. Log on to the Web Portal as Bob Stevens. 2. Indicate the urgency of your request. 3. Specify a due date for the request (if applicable) and set a reminder alert. 4. Enter a detailed memo describing the problem and the events that led up to the problem (include error number/message). 5. Submit your request and make note of the reference number Exercise End User Submitting Requests via the Web Portal. TRY IT Submitting Service Requests Support Rep (Privileged User in ServicePRO) 1. Create a new request. 2. Forward the request to a queue. 3. Select an appropriate category. 4. Indicate the urgency as given by the requester then indicate the true priority of the service request. 5. Define scheduling parameters of your choice (Begin Work), as well as time worked. 6. Enter an appropriate and detailed title for the request. 7. Enter a detailed memo describing the problem and the events that led up to the problem. 8. Submit your request and make note of the reference number. Exercise Submitting a Request as a Support Rep. 21 ServicePRO Training Guide

Tips and Best Practices Requesters Request Title When entering new requests on behalf of an end user, privileged users must be sure not to designate themselves as the requester. In the Editing & Printing work area of the My User Options window (discussed on page 64), you can set ServicePRO to prompt you to select a requester using the Find a User window (the Submit privilege is required). Remember, you can import your users with the Active Directory Synchronization. Request Title is a very important field in your ServicePRO database. It is used for reporting and searching purposes. We recommend that you define standards on how to title your requests, so the Request Titles can assist your technicians in obtaining relevant information quickly. Titles are included in reports and queries. The better the information in the title, the more meaningful the report. Using the search tool on titles is faster and more relevant than searching for descriptive words entered in the Memo field. Error codes should be a standard part of request titles. 22 ServicePRO Training Guide

Urgency and Priority Begin Work Time Worked Reference Number Train Dispatchers to assign priority based on their knowledge of the requests currently in the system, plus any other guidelines. The requester s urgency should also be considered, but is less important than the first two points. Establish Policies for assigning priority. It is advantageous from a customer relations standpoint to inform your end user community about the guidelines so they will understand why they are not always given preference. As an example, here at ServicePRO our guidelines state that for any situation in which our client s Help Desk is down and none of their Support Reps can work, the request is critical and given top priority. In another case, in which only one workstation has a problem but everyone else is running smoothly, the request is given a medium priority. Set the Begin Work field to Waiting for Response if you are waiting for information from requesters. ServicePRO notifies you with alerts when requesters update their requests with their replies, and the begin work state also then changes to ASAP. You can also use the Begin Work field to schedule a request for a specific date, at which time ServicePRO notifies you with alerts and changes the begin wait state to ASAP. Manually manipulating the Time Worked field can be useful if Support Reps must leave the office to perform work then must enter their time upon return. Of course the optimal method of handling this situation is to have your Support Reps access ServicePRO via the Web Portal while they are away and update their requests in real time. Provide your end users with the reference number for their requests if they call on the telephone for service (if they log their own requests into ServicePRO web portal, ServicePRO provides the reference number automatically). If you can train your end users to always provide request numbers when inquiring about their requests, it greatly reduces the Dispatcher s search time. Whenever you call Help Desk Technology you will be given a reference number. Take note of it because we will ask for it in future communications. Searching Service Requests Although ServicePRO provides flexible methods of searching the database, the most efficient searches are done with the request number and title. If your titles have a logical structure, as guided by your policies, your Support Reps can then quickly access pertinent data as your knowledge base grows. 23 ServicePRO Training Guide

Working with Service Requests Service request workflow follows the basic steps listed below: 1. Requests submitted by end users are automatically forwarded to In Dispatch. 2. The Dispatcher receives alerts. 3. The Dispatcher examines each request, assigns a category and priority, and forwards it to the appropriate queue. 4. Alerts are issued to all Support Reps assigned to that queue. 5. The first available Support Rep takes the request from the queue, assumed responsibility for the request, and accepts the request into Service to ensure that no other Rep begins work on it. Service Requests page The Workspace task group provides you with access to features that you need to work with service requests. Workspace The Service Requests page displays a list of all open requests that are assigned to you, requests you are responsible for and requests for which you are the owner. If you have been assigned the Data Analysis role, you can view the workspaces of other Support Reps. These requests can be in any one of the following statuses: In Dispatch Users with the Dispatch privilege are assigned to the In Dispatch folder, which lists both service and purchase requests. When a request is submitted by a user, it automatically goes to the In Dispatch folder. This helps you view all requests that are In Dispatch so that you can assign them to specific queues to be worked on by Reps. In Queue If you are a Support Rep, this section will display a list of all requests in the queues to which you are assigned. Multiple Support Reps can be assigned to a single queue, and a single Support Rep can be assigned to many queues. When Support Reps are ready to work on a request, they must move that request into their In Service folder, so that only one Support Rep works on a request at any given moment. In Service If you are a Support Rep, this section will display a list of all requests for which you are currently responsible in your In Service folder. No other Support Rep can work on this request because the In Service folder is your individual folder. 24 ServicePRO Training Guide

1 2 3 4 4 5 Figure 9. Service Requests page The Service Requests page contains six work areas:. 1. Service Requests tabs 2. Ribbon Toolbar 3. Folder List 4. Workspace List 5. Preview Pane 25 ServicePRO Training Guide

1 Service Request tabs ServicePRO provides you with many tools, sorted into tabs. 2 My Workspace Modify the service request listing Other Views Select from a collection of the request views including other workspaces and timesheet views Service Requests Tools for creating and updating request Ribbon Toolbar When working in the My Workspace tab, you have the following tools at your disposal: 3 Workspace Grid Parameters Select the type of information that will be displayed in the Request List section Preview Pane Select the location of the Preview Pane, and the order that information should be displayed Show Select whether requests in subfolders should be displayed Default Settings Save your changes as the current default view, or reset the view to its initial default settings Queue Folders Manage queue folders and view from the workspace Folder List View all the queue folders to which the Support Rep is assigned. 4 Workspace List This section displays all the requests in the queue folder you selected from the Folder List that meet all the parameters set in the Workspace Grid Parameters task group. 5 Preview Pane View request details for the request highlighted in the Request list. View memo updates on the Activity Stream tab, or view the Properties tab for request properties. Screen Sharing Overview Screen Sharing in ServicePRO has a wide range of features for remote viewing sessions. Ability to switch participant of remoteassist for the presenter of the session. 26 ServicePRO Training Guide

Ability to share keyboard and mouse controls. Ability to access one or more remote desktops Ability to initiate a file transfer from remoteassist. Ability to initiate a chat via remoteassist. Ability to remotely lock or unlock screen via CTRL+ALT+DELETE command. Ability to remotely launch a reboot of a machine and reconnect once rebooted. Screen Sharing is currently not supported for Mac OSes. Downloading, Installing and initiating Screen Sharing Initiating Screen Sharing To access Screen Sharing, you must be viewing a Service Request. 1. Select Screen Sharing from the Ribbon. If the software is not installed, you will be prompted with the following message: Figure 10. Screen Sharing prompt message 2. Selecting OK will initiate a download for ScreenSharingClient.exe. This will allow you to install ChoreografRDS.exe. 3. Open the setup file. 4. A command prompt window will open, and Screen Sharing will automatically be installed to the directory listed above. A message saying HelpSTAR Screen Sharing Client files are successfully installed will confirm installation. Close the windows. 5. Select Screen Sharing from the Ribbon at the top again to initiate it. 6. A Send Email window will open, resembling Outlook s Send Message window. A stock message for inviting a user to a Screen Sharing session will be present by default. For the From dropdown field, select HelpSTAR Technical Support (swservice@helpstar.com) to proceed. 27 ServicePRO Training Guide

Figure 11. Send Email An Email will be sent out to the selected viewer stated in the To field. Starting a Screen Sharing session When starting a session via the e-mailed link, the viewer will be brought to this page: Figure 12. Screen Sharing Session page The ServicePRO.Presenter opens automatically when you initiate the Screen Sharing service request. The viewer will need to click the click here to start session button on the page to start up the ServicePRO.Viewer application. The Presenter has the option to select the display, under the Share Screen button. This is applicable for those who have multiple monitors present and only wish to display one. 28 ServicePRO Training Guide

Viewers will be given the option to select the display they wish to view by hitting Select Display. Figure 13. Select Display Select the appropriate Display name you wish to show through Share Screen or Select Display. Joining a session as a Viewer Viewers will be provided a link via e-mail, or it may show up in their ServicePRO Inbox provided the presenter has provided an e-mail link. Figure 14. Joining a session as a Viewer Viewers will be prompted to enter a name upon entering the page for the purposes of the Screen Sharing session. Figure 15. Name prompt Using the ServicePRO Viewer The viewer shows the contents of the screen. It can be resized manually by dragging the window borders or adjusted in the Options/Settings menu. 29 ServicePRO Training Guide

Figure 16. Viewer window 30 ServicePRO Training Guide

Presenter Interface Figure 17. Presenter interface Presenter View Ribbon The Presenter ribbon contains 5 options: Figure 18. Presenter View Ribbon Initiate Chat Presenters and viewers can speak via an instant messaging interface. Transfer File(s) This allows the user to send files to anyone selected in the attendee list. Allow Keyboard Mouse Give keyboard and mouse control of another terminal to the presenter. Change Presenter The organizer will start the session as the presenter but may select any user in the list and set them as the new presenter. 31 ServicePRO Training Guide

End Session Only the organizer may end the session. Others may leave the meeting but only the organizer may end the session. If the organizer leaves the session without ending the session, the session will end Attendee List The attendees tab shows all of the viewers in the session as seen below: Figure 19. Attendees List Each name has a radio button beside it to allow the user to be selected for ribbon options. The log tab shows the time of each action taken during the session including: Connections Disconnections Presenter changes Organizer changes File transfers Chat This area allows you to chat with other attendees. 32 ServicePRO Training Guide

Figure 20. Chat Each chat message will indicate the time it was sent (with colored text), the person who sent the message (with bolded text), and the chat text. 33 ServicePRO Training Guide

Presenter Options and Controls This section contains: The Session ID This ID may be given to others to join the session as a viewer Share Screen This is grayed out for non-presenter attendees. Select Display This allows you to show your screen to decide which of the displays you wish to view. This option should only be available if there are two or more screens. Figure 21. Display options Options This will bring up the options window. Viewer Interface Viewer Ribbon The viewer ribbon contains only three options, leaving out Allow Keyboard Mouse and Change Presenter from the Presenter version: Figure 22. Viewer ribbon Initiate Chat Presenters and viewers can speak via an instant messaging interface. Transfer File(s) This allows the user to send files to anyone selected in the attendee list. End Session Only the organizer may end the session. Others may leave the meeting but only the organizer may end the session. If the organizer leaves the session without ending the session, the session will end. Attendee List The attendees tab shows all of the users in the session with both the organizer and presenter as seen below: 34 ServicePRO Training Guide

Figure 23. Attendees List Each name has a radio button beside it to allow the user to be selected for ribbon options. The log tab shows the time of each action taken during the session including: Connections Disconnections Presenter changes Organizer changes File transfers Viewer Options and Controls Figure 24 Viewer controls This section contains: The Session ID this ID may be given to others to join the session as a viewer Share Screen This is grayed out for non-presenter attendees. Select Display This allows you to show your screen to decide which of the presented displays you wish to view. This option should only be available if there are two or more screens being presented. Figure 25. Select Display Options This will bring up the options window. Chat This area allows you to chat with other attendees. 35 ServicePRO Training Guide

Figure 26. Chat Log Each chat message will indicate the time it was sent (with text colored), the person who sent the message (with text bolded), and the chat text. File Transfer When the File Transfer button is clicked, the person clicking on the file will see a standard windows file select window. Figure 27. File Transfer dialog After files are selected, provided the file size is not over the pre-set limit, the sender and the receiver of the file will see a prompt. Sender View Once the receiver accepts the file, the sender will see a progress bar through to completion for each file being transferred. Arrows next to each file indicate they are being uploaded. 36 ServicePRO Training Guide

Figure 28. Choreograf Transfers Initiate Chat Presenters and viewers can speak via an instant messaging interface. Transfer File(s) This allows the user to send files to anyone selected in the attendee list. Allow Keyboard Mouse Give keyboard and mouse control of another terminal to the presenter. Change Presenter The organizer will start the session as the presenter but may select any user in the list and set them as the new presenter. End Session Only the organizer may end the session. Others may leave the meeting but only the organizer may end the session. If the organizer leaves the session without ending the session, the session will end Receiver View When the file is sent, the receiver will see the following: Figure 29. Receiver View transfer files If the user accepts the files, the files will begin to transfer files to the users default download location configure within their saved screen sharing options (shown later in document). If the default location has been set, it should be asked for at this point. Once the receiver accepts the file, they will see a progress bar through to completion for each file being transferred. Arrows next to each file indicate they are being downloaded. 37 ServicePRO Training Guide

Figure 30. Transferring file progress bars Screen Sharing Options The Options button at the bottom of the session console will display the following: 38 ServicePRO Training Guide

General Tab Figure 31. Screen Sharing options General tab The first tab, General, allows you to set: Whether or not chat logs should be saved and where they should go If Screen sharing should stop after a certain duration of time (only available to presenters) The default folder for incoming file transfers 39 ServicePRO Training Guide

Display Tab Figure 32. Display tab The second tab, Display, allows you to set: The colors quality of the display. The resolution of the display. The sharing area (full screen or enclosed area) Installing Screen Sharing Service If the system will need a reset, the organizer has the option to install a service on the presenter s machine. To do this, you will need to install a service. On the presenter s machine, right-click the icon for the session in the task tray and select Install Service. 40 ServicePRO Training Guide

Figure 33. Install Service menu By installing the service, the machine will stay connected to the meeting after a reboot with the screen automatically shared and the keyboard/mouse control re-given to the user who had it last. This allows the organizer to reboot the machine without the need to re-establish a session. After reboot, if the person with control needs to log into the machine, they may need to send a Ctrl+Alt+Del. The service should detect this and send the person with keyboard and mouse control the following prompt: Figure 34. Action Required prompt To uninstall the service, on the presenter s machine, right-click the icon for the session in the task tray and select Uninstall Service. Figure 35. Uninstall Service prompt 41 ServicePRO Training Guide

Ending/Exiting the session Closing the Interface window will exit the user from the session and kill the screen sharing application on that user s machine. If the organizer closes their window, all screen sharing will be stopped, all attendees will be removed from the session, and all attendees will receive a message informing them the session has ended. Other Views Tab Requested By Me This window found on the Other Views tab of the Service Requests page, is used to view the requests currently assigned to you (the logged in user). Figure 36. My Requests Window. 42 ServicePRO Training Guide

Opened, Updated and Closed If you are a Support Rep, this section will display a list of all requests that have been opened, updated, or closed during a specified date range. Figure 37. Request by Date Window. 43 ServicePRO Training Guide

Timesheet View When clicking this icon, you are able to view a list of memo entries made throughout a specified date range, for a specific Rep. Every time a Support Rep creates/updates a request, their timesheet is updated. The timesheet will show which request, the amount of time the update took, and when the changes were made. Figure 38. Timesheet Window. 44 ServicePRO Training Guide

In Service View If you are a Support Rep, this icon will display a list of all requests in your service. If you were assigned Administer, Update All, or Report Roles this icon will display a list of all requests that are in service for all Support Reps. Figure 39. In Service Window. 45 ServicePRO Training Guide

ServicePRO User Interface 46 ServicePRO Training Guide

3 HelpSTAR ServicePRO User Interface ServicePRO features a graphical user interface designed to help you easily navigate the many features and functions provided by the application. The interface extensively uses graphic elements to identify and activate specific features. ServicePRO also has an auto-upgrade feature that ensures you always have the latest software. When you launch ServicePRO, the program checks the network server \INSTALL directory to see if a newer version exists. If a newer version is available, the files are automatically copied to the local workstation. Login 1. Enter the User Name and Password to log in to ServicePRO. NOTE: The default password is helpstar. Figure 40. Login Window 2. Clicking on the drop-down button enables you to choose from a number of systems to log into. 3. When you have entered your information, click on the Login button to access the system. 48 ServicePRO Training Guide

NOTE: Using the drop-down feature, you can see the different systems available to you, so if you had different login information set up for your ServicePRO account and your domain account, you must ensure that you use the proper user name and password when you log in to ServicePRO or your domain. For example, Bob Stevens could have two sets of login information. His ServicePRO account User Name could be Bob Stevens and his password could be helpstar. His domain account User Name could be BS and his password could be emerald. He would have to know that he needs to use the right information to access each specific system. Active Directory Integration If your organization has ServicePRO integrated with Active Directory, you are automatically recognized as the user currently logged into the workstation; so you do not need to enter a user name and password. Figure 41. Logging in with Active Directory Integration 49 ServicePRO Training Guide

Check the Don t display login screen again checkbox if, for subsequent logins, you want to bypass the login screen and be automatically logged into ServicePRO. Windows Interface The ServicePRO Today Page is shown in the figure below. Several of the main elements of this page are discussed in the following sections. 1 2 3 4 Figure 42. ServicePRO Today page The interface elements described in this section include: 1. File Tab 2. Home Tab 3. Ribbon Toolbar 4. Status Bar For more information about the other elements in the ServicePRO Today Page refer to page 180. 50 ServicePRO Training Guide

1 File Tab The File Menu allows access to common functions and provides easy access to active ServicePRO windows. These features include Email Inbox, User Options and Setup/Administration. 2 Home Tab The Home Tab provides access to software features and functions for different areas of your service desk. Options on the Home tab consist of task-oriented work areas such as Service Requests and Calendaring. 3 Ribbon Toolbar The Ribbon Toolbar organizes features into logical task groups accessed by icon controls for each tab. A quick glance at the group headings shows you the type of tasks that can be accessed by clicking on the icons displayed within a task group. 4 Status Bar The Status Bar provides you with a numerical count of the following communications items: Alerts requiring your attention. Overdue requests. Requests currently in Dispatch. Requests currently in the queues assigned to you. Request currently in your In Service. Messages that you have received requiring your attention. Reminders that have been sent and require your attention. 51 ServicePRO Training Guide

File Tab The File Tab allows access to common functions and provides easy access to active ServicePRO windows. The File Tab is at the top left corner of all ServicePRO windows. Click on the File Tab to open the following window: Figure 43. File Tab Find Enter search criteria to find a specific ServicePRO objects. New Items Create a New Service, Purchase, Project, or Quick Request. Dashboard See the Dashboard section of this chapter for more information Recent Displays list of recently viewed requests, documents and appointments Setup/Administration See the Chapter: Setup/Administration for more information Knowledge Management See the Chapter: Knowledge Management for more information Data Analysis See the Chapter: Data Analysis for more information Email Inbox See the Email Inbox section of this chapter for more information User Options Click on this button to view or modify your ServicePRO user options. See the User Options section of this chapter for more information 52 ServicePRO Training Guide

Email Inbox Using the Email Inbox, incoming emails can be easily brought into ServicePRO for creating or updating requests and projects. 1. From the File tab, click on the Email Inbox option to display the window shown below. Figure 44. Email Inbox Window 2. The left pane shows the messages in your inbox. You can view the details of those messages in the right pane. Right-click a message to expand its details or to discard it. When you discard messages, they disappear from the window and are deleted (based on options defined in your User Options.) Adding a New Item from a Message 1. Select the email you wish to bring into ServicePRO. 2. Click on the appropriate icon from the Create New section of the ribbon. Options include: new service request new purchase request new project new quick request 53 ServicePRO Training Guide

Updating a Service Request from a Message To update an existing request with an email do the following: 1. Select the email you wish to bring into ServicePRO 2. Click on the Update Request icon on the ribbon. This will display the following window: Figure 45. Find a Request 3. By default, the window will display a list of requests where the sender of the selected email is the requester however you may also show all requests from the sender s company Organizational Unit. If the request to be updated is not found in either of these lists you may use the Advanced Find or Find by Request Number to find the request. 4. Select a request by either double clicking on the request or by clicking on the Select & Link button on the Quick Access Tool bar. This will bring up the request in a Detailed Update mode with the email contents pasted in the memo area, as below: 54 ServicePRO Training Guide

Figure 46. Updating a Request ServicePRO User Options When you click on the User Options icon on the File page, the User Options window opens as shown below. Use the User Options window to define your personalized view of ServicePRO. You can change options such as your current password, window colors, and many more to customize the operation and view to your liking. General Page The General page provides access to various options that define how your ServicePRO view will look and operate. 55 ServicePRO Training Guide

Figure 47. User Options Window General Page Defaults Avatar You can add your image to your profile so that it can be displayed in the memo entries. Simply click on the Change button to open a dialog box to locate the image you want to upload. Spell Check Enable or disable automatic spell checking of service requests and best solutions. Loading ServicePRO Choose your default ServicePRO window when logging into ServicePRO. Select whether you want to bypass the Active Directory login screen. Auto Refresh Request List Options Set whether you want the new requests in your workspace to appear in the priority color when new requests appear in the workspace. Colors are set using the Colors page. The Defaults page allows you to set your personal default queue and service folder. The default queue specifies the location within which new requests created by you will be placed. The default service folder specifies the queue folder a request will move to when you take ownership of a request that is not in a folder on which you do not have the Support Rep role. 56 ServicePRO Training Guide

Figure 48. User Options Window Defaults Page 57 ServicePRO Training Guide

Colors The Colors page allows you to set the background colors for the following: Priority Priority Undefined Critical Requests High Priority Requests Medium Priority Requests Low Priority Requests 58 ServicePRO Training Guide

Security The Security page helps you set or change your password and passphrase. Figure 49. User Options Window Password/Encryption Page ServicePRO Login Password Change your ServicePRO password. Encryption Passphrase/Settings Create or change your encryption/decryption passphrase. Change the interval for how long your passphrase will be remembered. Set encryption to default for attachments. Communication The Communication page allows you to set how you would like to be notified of Alerts, Reminders, and Quick Messages. Pop Up A message box will appear on the screen indicating that you have received a new communication. This message will also appear upon logging into ServicePRO if any communications have not yet been viewed. Status Bar A flashing indicator appears on the status bar on the bottom of the ServicePRO Today page when the communication is received. System Tray A ServicePRO logo will appear within the Windows System Tray when the communication is received. Desktop Alert A small pop up appears just above the Window System Tray when the communication is received. 59 ServicePRO Training Guide

Figure 23. User Options Window Communication Page Email The Email page helps you define the parameters that dictate how your email service will perform. 60 ServicePRO Training Guide

Figure 50. User Options Window Email Page My Email Account Configure your email account so you can email service request details and check the emails in your inbox. Email Signature Configure your email signature. When this is configured and you send an email, your signature will automatically be inserted into the email. Default Sent Email Account specify a default email account that is used for the Send Email option. Email Inbox Configure options for using email inbox. Three options available are: Select whether you want to allow others to check your emails. Display notification messages when new emails arrive. Set ServicePRO to check for new messages. Set the default action for Email inbox messages that have been marked for deletion Set the number of emails you want ServicePRO to download when you click on your email inbox. Set to 0 to download all the email in your inbox. 61 ServicePRO Training Guide

Text Messaging The Text Messaging page helps you define settings to optimize your text messaging performance. Figure 51. User Options Window Text Messaging Page My Text Messaging Settings Enable or disable messaging. Enter your device s email address. Text Messaging Events Select the events that will send request updates to your device. 62 ServicePRO Training Guide

Calendar Figure 52. User Options Window Calendar Page The Calendar page allows you to set up calendar synchronization between ServicePRO and Outlook. Select which Outlook calendar you wish to export to and/or which Outlook calendars you wish to import in ServicePRO. 63 ServicePRO Training Guide

Editing & Printing The Editing & Printing page helps you define basic parameters for handling service requests and purchase orders. Figure 53. User Options Window Editing Options Page Service Request This section helps you define three parameters for handling service requests: Select whether you want to the Find a User window to auto launch when opening a new request. Set the default for your memos to Private. Select the Default Request Type (window) for a new request. Purchase Order When saving a purchase order, select if you want to be prompted to print the purchase order, prompted to Email the purchase order, or forego prompts entirely. Refresh Timer Settings The Refresh Timer Settings page allows you to set refresh rates for various areas of ServicePRO performance. These rates can be set based on whether ServicePRO is Onsite or Offsite. 64 ServicePRO Training Guide

Figure 54. User Options Window Refresh Timer Settings Page Under Network Settings, set the maximum amount of hops and/or network response time before a user in ServicePRO is considered Offsite. There are two parameters that the user can set (either one of them OR both) When the Maximum number of hops is greater than certain number When the Round trip time is greater than certain ms 65 ServicePRO Training Guide

Setup/Administration 67 ServicePRO Training Guide

4 Setup/Administration The Setup/Administration section of the File tab provides options for performing object management, system administration, system configuration and for customizing system objects and workflow. ServicePRO Objects Tab Manage Companies Companies are organizations external to your own. Add a company record to associate with each external user. Companies can be specified as vendors, manufacturers, and other user types created via custom fields. If your Help Desk provides support exclusively to users within your company, you need not set up additional companies. Adding New Companies Follow these steps to add new companies into ServicePRO. 1. From the ServicePRO Objects tab, click on the Manage Companies option. 2. Click on the New Company icon. The New Company window appears. 69 ServicePRO Training Guide

Figure 55. The New Company Window. 3. Enter the Name of the company. This field is required. 4. Select whether the company being added is a manufacturer and/or a vendor. The Manufacturer and Vendor checkboxes are only visible to asset administrators or administrators. a. The Manufacturer Company Type is a company that creates a product and/or offers a service. The Manufacturer flag is used for reference purposes. b. The Vendor Company Type is a company that sells the manufacturers product/service. 5. You can select both manufacturer and vendor when a company makes the product/service and also sells it (for example, Dell makes and sells its products). 6. To place a purchase order with a vendor, classify the company as a vendor company type. When a company is designated as a vendor, a Vendor Products tab appears in the New Company window so you can add their products or services as shown in the figure below. 70 ServicePRO Training Guide

Figure 56. The New Company Window--Vendor Products Tab 7. You can continue adding products by clicking on the Next button after each entry. When you have entered all the products that this vendor offers, click the Save button. The window returns to the General tab. 8. If you created your own custom company types via custom fields, you can select them from the other drop-down list. 9. Enter all applicable contact information for the company in the fields provided. 10. Click the Save icon in the Toolbar to save the record. Managing Existing Companies Users with the HelpSTAR Administrator privilege can add, update, or de-activate a company as needed. 1. From the ServicePRO Objects tab, click on the Manage Companies option. The Find a Company window will appear as shown below: 71 ServicePRO Training Guide

Figure 56. Find a Company 2. In the Define Criteria work area, select criteria from the Search and Match drop-down lists and enter a value in the Value field to help you narrow the list presented in the table below this work area. For example: Search: Name Match: Starts With Value: AC Entering tells the system to search for all companies whose names start with the letters AC. In the figure above, the search would return a table listing only ACME Widgets Co and ACE Support Services, Inc. 3. Click on the Find button. The search results will be displayed in the table. 4. When you refine your list enough, select the company you need to update or modify by double-clicking on that company s name. The company properties will be displayed in a new window. Company properties will appear with a Home toolbar that includes two task groups as shown in the figure below. 1 2 Figure 57. Company Properties Window Home Toolbar The Home toolbar includes two task groups: 1. Management 72 ServicePRO Training Guide

2. History 1 Management Update Edit company information. Print Print the company properties. Output to Text File Save company properties to a text file in a specified location. Company History View the company s request history. 2 History Contact History View a history of recent correspondence made with the company. Request History View a request history from this company. You can also highlight the product in the Find a Company window and use the Home toolbar icons in that window to access features that will help you add new, update, de-activate, and so on. TRY IT Company #1 1. Add your own company name. 2. Complete the address, phone numbers, and other contact information required. 3. View all new companies added by using the Manage Existing Companies option on the HelpSTAR Objects tab. Company # 2 1. Now add another company, perhaps one of your key clients. 2. Complete as many fields as you can. Exercise. Adding a New Company. Manage Organizational Hierarchy The Organizational Hierarchy area of ServicePRO allows you to create and edit your company s organization units (OUs), dispatch folders and queues folders. Organizational Units OUs are subdivisions of a company. OUs are useful for reporting purposes, to monitor resource usage, and they can be reviewed to determine how to allocate costs. Please Note: Internal users must be associated with an OU. 73 ServicePRO Training Guide

Dispatch Dispatch contains all of the requests submitted by your end users (via email or the web portal) and acts as a container for the issues submitted to your support desk. From this area, a user with the dispatch role on this folder will review a request, ensure that sufficient information is available to assign the request to a queue, as well as assign the priority of the request. Generic Folders Generic folders are waiting areas where service requests are stored until a Support Rep can work on them. Generic folders optimize workflow and group Support Reps with similar skills, thereby increasing the level and availability of service. Generic folders have a many-to-many relationship. Support Reps can have roles on more than one generic and each generic can have more than one Support Rep assigned to it, as shown below: Support Reps Brian Donnelly Folders Administration Cathy Smith Bob Stevens Development Technical Support Support Reps should only have the support rep role on folders that contain service requests that they are qualified to service and fall within their job description. Adding New Objects to the Organizational Hierarchy Use the following steps to manually add new OUs, dispatch folders, and generic folders to ServicePRO. 1. From the ServicePRO Objects tab, click on the Manage Organizational Hierarchy option. 2. Click on the New menu item. 3. Select the OU/folder type a. If you are creating an new OU, select organizational unit b. If you are creating a Dispatch folder select dispatch. Here, you may also choose to allow requests to be closed and/or approved within this folder. c. If you are creating a generic queue, select generic. Here, you may also choose to allow requests to be closed and/or approved within this folder as well as what wait state(s) are permitted on the requests within this folder 4. Click the Save icon in the Toolbar to save the new OU or folder. Managing Existing OUs and Folders Users with the HelpSTAR Administrator privilege can add, update, or de-activate an OU as needed. 74 ServicePRO Training Guide

1. From the ServicePRO Objects tab, click on the Manage Organizational Hierarchy option. The Organizational Hierarchies window appears as shown below. Figure 58. Organizational Hierarchies Window 2. In the Define Criteria work area, select criteria from the Search and Match drop-down lists and enter a value in the Value field to help you narrow the list presented in the table below this work area. For example: entering Search: Name Match: Starts With Value: AC tells the system to search for all OUs and folders whose names start with the letters AC. In the figure above, the search would return a table listing only the Accounting OU. 3. Click on the Find button. The search results will be displayed. Designate an OU as a Service Center OUs may be designated as a Service Center by selecting the OU and clicking on the Designate as Service Center button on the ribbon. 75 ServicePRO Training Guide

Designating an OU as a Service Center allows folders to be placed under the specified OU and creates a dispatch folder specific to the OU. Figure 30 displays a list of OUs and folders. The OU Tech Support has been designated as a Service Center and now is able to have a dispatch and sub-folders. TRY IT 1. Add an OU named Collections 2. Add a queue (a waiting line for service requests) that you know would be useful in your own company or organization. 3. View all new OUs and folders added by clicking on the Organizational Hierarchy icon found in the Manage task group on the ServicePRO Objects tab. Exercise Adding a New OU and folder. 76 ServicePRO Training Guide

Manage Users ServicePRO serves two types of users: privileged users, and end users. Privileged Users These users are either granted or are part of teams which have been granted one or more roles within ServicePRO. Requirements 1. Must be enabled to log in to ServicePRO. 2. Requires a named or concurrent User License End Users Also known as non-privileged users, end users have not been granted any roles within ServicePRO. ServicePRO services two types of end users: 1. Interactive End User A user who can log in to ServicePRO and use the Web Portal. This user can send email directly to ServicePRO. 2. Non-interactive End User A user who does not have access to ServicePRO. These users must contact the Help Desk via telephone, or in person. 77 ServicePRO Training Guide

Adding New Users Complete the following steps to manually add new users to ServicePRO. 1. From the ServicePRO Objects tab, click on the Manage Users option. 2. Click on the New User icon. The New User window opens. It contains three tabs as shown in the figure below. Main Tab Figure 59. The New User Window 1. In the User Type field, select the type of user you are adding. By default, it will be Generic User. If you created custom types via custom fields, you can select them from the User Type drop-down list. 2. In the Name field, enter the user s full name. This name must be unique. If multiple users have the same name, enter additional information to distinguish one from another. For example, enter the users OUs in parentheses after their names. 78 ServicePRO Training Guide

3. Each user must be associated with an OU or company. Select one of the following user types: Internal User must be associated with an OU. Select the OU from the OU drop-down list. External User must be associated with a company. Select the company from the Company drop-down list. 4. Enter Contact and Workstation information in the remaining fields. Logins/Emails Tab 1. Click on the applicable radio button to indicate whether users are allowed to log in to ServicePRO. Privileged users must have logins enabled. 2. If logins are enabled, you can enter a password for the users in the Password field. If you do not enter a password, the default password helpstar is automatically assigned. Figure 60. New User Window--Logins/Email Tab 79 ServicePRO Training Guide

3. Click the applicable radio button to indicate whether email is enabled for users. This determines if ServicePRO is able to process emails to and from specific users. 4. If email access is enabled, enter the user s primary email address in the Email Address field. 5. The Post Office Path field is an optional field used for reference purposes only. 6. If applicable, enter a Text Messaging Email Address. This address is required to send a message to the user when specified events occur. 7. Check the Send updates via email checkbox to enable email notification to users when their service requests are updated. The Support Rep can determine whether this notification is sent. However, an email update will send the request history by default. Secondary Emails Tab On this tab, any secondary emails for this user. Emails sent to ServicePRO from these accounts will be logged with this user as the requester. Figure 61. New User Window Secondary Emails Tab 80 ServicePRO Training Guide

Memo Tab ServicePRO uses two types of memos: Inventory Memo Used in older versions of ServicePRO to store the results of the computer audit. ServicePRO now stores this information in the Discovered Hardware or Discovered Software windows, discussed on page 218. This remains a part of the software for backwards compatibility. Support Rep Privilege User Memo Used to enter any additional information for the user. The Support Rep tab helps you define options and hourly rates for a Support Rep. Figure 62. New User Window Support Rep Tab In the Options work area, select and define all applicable options: 81 ServicePRO Training Guide

Open Quota Restricts the number of requests that a Support Rep can take ownership of at any given time. Ideally, a Rep should have only one active request In Service at a given time. If progress on a request is halted (for example, while waiting for a part, or waiting for end user input), the request should be suspended or scheduled for a later time/date, or set to Waiting for Response. Max Pick Quota This quota is designed to force the Support Rep to select from the top of the queue based on a FIFO (first in first out) queuing discipline. Requests are listed in order of priority then by the time that they were logged (oldest first). This option prevents Support Reps from accepting requests that are not high on the priority list. A Max Pick Quota of 1 restricts Reps to the first request. Set the Max Pick Quota to a number higher than 1 to let Support Reps exercise discretion as to which request they accept. A Max Pick Quota of 3 would allow the Support Rep to accept any of the top three service requests. Eliminate the quota by setting it to a very high number (999). In the Hourly Rates area, enter charge rates for the Support Rep. These charges calculate the cost of the support your Help Desk is providing: Effective Date The date the charge rates are effective. Cost The hourly rates incurred by your company (salary, benefits). This field is intended for reference only and is not used in any reporting calculations. Charge Rate (1 3) Charge Rate 1 is a standard rate. Use the other charges for overtime rates. The "Retroactively update actual charges in the database" checkbox is not relevant when setting up Support Reps. If in the future you set new hourly rates for the Rep, check this box to automatically recalculate cost and charge amounts based on a previous "Effective Date. Saving the User Click the Save icon in the Toolbar to save the new user. Grant Access When saved, ServicePRO offers the option of setting roles for new users. This can be done now, or at a later time. User roles determine the type and scope of functions that a given user can perform within ServicePRO. If users are interactive (that is, they have logins enabled), you will be asked if you want to assign roles for those users. TRY IT 82 ServicePRO Training Guide

1. Add an Internal user. 2. Assign this user to one of the OUs you created in the OU exercise. 3. Enter information you want to add then click the Logins tab. 4. In the Logins area, select Enabled. 5. Select Disabled for the user s email. 6. Click Save. 7. Repeat steps 1 4 in the exercise above for a second user. 8. In the Email area, select Enabled for the user s email. 9. In the Email Address field, enter the Client Email address of your choice. 10. Click Save. Exercise Adding End Users. Managing Existing Users Users with the HelpSTAR Administrator privilege can add, update, or de-activate a user as needed. 1. From the ServicePRO Objects tab, click on the Manage Users option. The Find a User window appears as shown below. Figure 63. Manage HelpSTAR Users 83 ServicePRO Training Guide

2. In the Define Criteria work area, select criteria from the Search and Match drop-down lists and enter a value in the Value field to help you narrow the list presented in the table below this work area. For example: Search: Name Match: Contains Value: Price This tells the system to search for all users whose names include the name Price. In the figure above, the search returned a table listing only Robert Price. 3. Click on the Find button. The search results will be displayed in the table. 4. When you refine your list enough, select the user you need to update or modify by doubleclicking on that user s name. The user properties will be displayed in a new window. User properties will appear with a Home toolbar that includes two task groups as shown in the figure below. 1 2 3 4 Figure 64. User Properties ribbon The Home toolbar includes three task groups: 1. Manager User 2. History 3. View 4. New 1 Manage User Task Group Update Update user information. Print Print the user s properties. Output to Text File Save the user properties to a text file in a specified location. 2 History Task Group Contact History View a history of recent correspondence made with the user. 84 ServicePRO Training Guide

Request History View all support requests submitted by the user for a specified date range. You can also highlight the product in the Find a User window and use the Home toolbar icons in that window to access features that will help you add new, update, de-activate, and so on. 3 3 View Company/OU Properties View the properties of the Company or OU this user is associated with. 4 3 New Request Create a new request with this user as the requester. Applying Named License to Users To ensure a support person will be able to log into the system at anytime, they must be allocated a named license. Users without a named license but who have been assigned roles may only log into the system when concurrent logins are available. Complete the following steps to allocate a named license to a user. 1. From the ServicePRO Objects tab, click on the Manage Users option. The Find a User window appears. Figure 65. Find a User Window In the Define Criteria work area, select criteria from the Search and Match drop-down lists and enter a value in the Value field to help you narrow the list presented in the table below this work area. For example: entering Search: Name Match: Contains Value: Price tells the system to search for all users whose names include the name Price. In the figure above, the search returned a table listing only Robert Price. 85 ServicePRO Training Guide

2. Click on the Find button. The search results will be displayed in the table. 3. When you refine your list enough, select the user, click on the Manage Apply Named License icon. Manage Teams ServicePRO teams allow you to group users together to not only simplify role assignment but provide the ability to set team ownership on a request Adding Teams Complete the following steps to manually add Teams to ServicePRO. 1. From the ServicePRO Objects tab, click on the Manage Teams option. 2. Click on the New Team icon. The Team window opens. It contains three tabs as shown in the figure below. Figure 66. Add/Update Team. 86 ServicePRO Training Guide

3. In the Name field, enter the team s name 4. To add users to this team, click on the Add New button. 5. Select the users you wish to add to the team. Saving the Team Click the Save icon in the Toolbar to save the new user. Managing Existing Teams Users with the HelpSTAR Administer role can add, update, or de-activate a user as needed. 1. From the ServicePRO Objects tab, click on the Manage Teams option. 2. The Find a Team window appears as shown below. Figure 67. Manage HelpSTAR Team. 3. In the Define Criteria work area, select criteria from the Search and Match drop-down lists and enter a value in the Value field to help you narrow the list presented in the table below this work area. For example: entering Search: Name Match: Contains Value: Admin tells the system to search for all teams whose names include the name Admin. In the figure above, the search returned a table listing only Administration. 87 ServicePRO Training Guide

4. Click on the Find button. The search results will be displayed in the table. 5. When you refine your list enough, select the team you need to update or modify by double-clicking on that team s name. The team properties will be displayed in a new window. Team properties will appear with a Home toolbar that includes one task groups as shown in the figure below. Figure 68. Home Toolbar Task Groups. The Home toolbar includes one task group: Manage Team Task Group Manage Roles Update Update user information. Print Print the team s properties. Output to Text File Save the team properties to a text file in a specified location. ServicePRO allows team and roles to be granted one or many roles within the system. If there is a collection of roles that are often granted to users and/or teams, you can consolidate them using Custom Roles. Adding Roles Complete the following steps to manually add Roles to ServicePRO. 1. From the ServicePRO Objects tab, click on the Manage Roles option. 2. Click on the New Role icon. The Roles window opens. 88 ServicePRO Training Guide

Figure 69. The New Role Window. 3. In the Name field, enter the role s name. 4. Select which roles will be allowed when the Role Defined Role is granted. Saving the Team Click the Save icon in the Toolbar to save the new role. Managing Existing Roles Roles with the HelpSTAR Administer role can add, update, or de-activate a role as needed. 1. From the ServicePRO Objects tab, click on the Manage Roles option. The Find a Role window appears as shown below. 89 ServicePRO Training Guide

Figure 70. Manage HelpSTAR Roles. 2. In the Define Criteria work area, select criteria from the Search and Match drop-down lists and enter a value in the Value field to help you narrow the list presented in the table below this work area. For example: Search: Name Match: Contains Value: Support This tells the system to search for all roles whose names include the name Support. In the figure above, the search returned a table listing only Regular Support. 3. Click on the Find button. The search results will be displayed in the table. 4. When you refine your list enough, select the role you need to update or modify by double-clicking on that role s name. The role properties will be displayed in a new window. Role properties will appear with a Home toolbar that includes two task groups as shown in the figure below. Figure 46. Manage Role task groups. The Home toolbar includes one task group: Manage Team Task Group Update Update role information. Print Print the role s properties. 90 ServicePRO Training Guide

Output to Text File Save the role properties to a text file in a specified location. Manage Categories Categories are assigned to all service requests for reporting and analysis purposes. Historical reporting by categories can reveal unreliable hardware, service requirements, or training requirements. Adding New Categories Use the following steps to manually add new categories to ServicePRO. 1. From the ServicePRO Objects tab, click on the Manage Categories option. 2. Click on the New icon. The New Category window appears as shown below. Figure 71. The New Category Window. 1. In the New field, enter the name of the category. 2. Select the category type. Category types can be created via custom fields. 3. Click the Save icon in the Toolbar to save the category. TRY IT 1. From the ServicePRO Objects tab, click on the Categories icon in the Manage task group. 2. Add two new categories of your choice, used to classify each service request. 91 ServicePRO Training Guide

3. When completing this exercise, consider the types of problems you frequently encounter at your own Help Desk. Exercise Adding Categories. Managing Existing Categories Users with the HelpSTAR Administrator privilege can add, update, or de-activate a category as needed. 1. From the ServicePRO Objects tab, click on the Manage Categories option. The Find a Category window appears as shown below. Figure 72. The Find a Category Window. The window shown above has two category groupings: Active Category Structure Appears on the left side (currently used to classify requests). 92 ServicePRO Training Guide

Available Categories Appears on the right side (currently unused). Adding Categories to Existing Lists To add a category to the Active Category Structure list: 1. Select a category from the Available Categories list. 2. Drag and drop it to Active Category Structure Figure 73. Making a Category Active. The category will now be added to the Active Category Structure list. Figure 74. Active Category Structure. 93 ServicePRO Training Guide

To place a category under a Service Center OU and/or create a sub-category, you can drag and drop the item to an existing active category or OU. Figure 75. Making a Sub-Category Active. The added item automatically creates a new sub-category. Figure 76. Active Category Structure with Sub-Categories. Removing Categories from Lists To remove a category from the Active Category Structure list: 1. Select the Item you want to remove from the Active Category Structure list. 2. Drag and drop it to the Available Categories list. 3. Right click the mouse over a category to display a task menu such as new, update, de-activate. Tips and Best Practices for Categories The optimal number of categories is 5 20. However, if you have a detailed classification scheme for service requests, this number could be higher. Having 100 or more categories makes it difficult to classify requests, and can have an impact on reporting. If your categories are too specific, each category will contain very few requests, making analysis difficult. Typical ServicePRO installations use 10 15 categories. Categories can closely resemble queues and could even be identical to queues. (The difference is that queues are not used to classify service requests.) 94 ServicePRO Training Guide

Manage Products Products are items that can be purchased from a vendor, including hardware and software. You require the Asset Administer privilege to add or modify products. NOTE: You must have products in your database to use ServicePRO purchase requests and purchase orders. Users can enter purchase requests for products linked to a vendor. Adding New Products Use the following steps to add new products such as software and hardware into ServicePRO, and to link them to vendors and manufacturers. Support Reps and end users can then submit purchase requests for these products. 1. From the ServicePRO Objects tab, click on the Manage Products option. 2. Click on the New Product icon. The Add Product window will appear. It contains two tabs, Main and Vendor, as shown in the figure below. Main Tab Figure 77. Add Product Window. 1. In the Type field, select the type of product you are adding. By default, it will be Generic Product, but two other options are provided (Hardware or Software). If custom product types have been created via custom fields, these will be included in this drop-down list. 95 ServicePRO Training Guide

NOTE: The software type is used when documenting software discovered through a network audit, allowing you to associate discovered software with the software products in your database to ensure license compliance. 2. In the Name field, enter a unique name for the product. 3. Select the product s Manufacturer. 4. In the Memo field, enter any additional information about this product. Vendor Tab Products can be assigned to a specific vendor. Users can enter the product vendor and price in the window shown below. The Asset Administer privilege is required to use this feature. This window helps you add or select vendors that offer this product, as well as enter a cost for each product in the Price field. Figure 78. Add Product Window--Vendor Tab. You can add as many vendors as needed clicking on the Next button after each entry. After you click on the Next button, an Ellipsis icon appears in the More column as shown in the figure below. 96 ServicePRO Training Guide

Click on this icon to open a new window to help you enter vendor information such as vendor contact, support, warranty information, and maintenance information. Figure 79. Add Product Window--Filled Vendor Tab. When you have entered all the products that this vendor offers, be sure to click the Save icon in the Toolbar to save the new product. Managing Existing Products Users with the HelpSTAR Administrator privilege can add, update, or de-activate a product as needed. 1. From the ServicePRO Objects tab, click on the Manage Products option. The Find a Product window appears as shown below. 97 ServicePRO Training Guide

Figure 80. The Find a Product Window. 2. In the Define Criteria work area, select criteria from the Search and Match drop-down lists and enter a value in the Value field to help you narrow the list presented in the table below this work area. For example: entering Search: Name Match: Starts With Value: K tells the system to search for all products whose names start with the letter K. In the figure above, the search would return a table listing only Keyboard. 3. Click on the Find button. The search results will be displayed in the table. 4. When you refine your list enough, select the product you need to update or modify by double-clicking on that product s name. The product properties will be displayed in a new window. Product properties will appear with a Home toolbar that includes Manage Product task group as shown in the figure below. Figure 81. Manage Product Options. The following tasks can be accessed by clicking on the corresponding icons: Update Update product information. 98 ServicePRO Training Guide

Print Print the product properties. Output to text file Save product properties to a text file to a specified location. You can also highlight the product in the Find a Product window and use the Home toolbar icons in that window to access features that will help you add new, update, de-activate, and so on. Products as Assets When products are received via the purchase order process they become assets and are automatically allocated to the users, OUs, companies, other assets, or the Inventory for which they were ordered. You could have some products that will not be allocated for example, expendable items such as printer cartridges or paper. In this case, you can create a Consumable product type via custom fields. Non-allocated items do not become assets and are not tracked by ServicePRO when they are received. If your organization keeps an inventory of products (for example: keyboards, monitors, and hard drives), you can allocate spare assets to Inventory. In this way, your spare products will be tracked by ServicePRO and you can reallocate these assets to users, OUs, and so on when they are needed. 99 ServicePRO Training Guide

Manage Assets ServicePRO manages assets that can be attached to users or OUs. Adding New Assets This function helps you create a new asset then helps you allocate the asset to a user, company, OU, or inventory. 1. From the ServicePRO Objects tab, click on the Manage Assets option. 2. Click on the New Asset icon. The New Asset window appears as shown below. Figure 82. New Asset Window. 3. In the Asset Type field, select the type of asset you are adding. By default, it will be Generic Asset, but two other options are provided (Hardware or Software). If custom asset types have been created via custom fields, these will be included in this drop-down list. 4. You must enter a unique name for the new asset in the Name field a required field. 5. Enter other information that you can provide to describe the asset. 6. Enter the Quantity of assets that you want to add. 7. In the Memo field, enter additional information about the asset. 100 ServicePRO Training Guide

8. Click Save in the Toolbar. If a quantity greater than 1 was entered, the window shown below appears. This window will be populated with a new line item for each asset Figure 83. Quantity Definition Window. 9. Double-click on each line item to edit the information that needs to be changed (for example, serial number, allocation, and more). A drop-down list panel will be displayed as shown below to help you edit the existing values. 101 ServicePRO Training Guide

Figure 84 Drop-down Panel 10. Click the Save button in the drop-down list panel to save each line item entered. 11. Click the Save button at the bottom of the window to save the asset information added. 102 ServicePRO Training Guide

Managing Existing Assets Users with the HelpSTAR Administrator privilege can add, update, or de-activate an asset as needed. From the ServicePRO Objects tab, click on the Manage Assets option. The Find an Asset window appears as shown below. Figure 85. The Find an Asset Window. 1. In the Define Criteria work area, select criteria from the Search and Match drop-down lists and enter a value in the Value field to help you narrow the list presented in the table below this work area. For example: entering Search: Name Match: Contains Value: key tells the system to search for all assets whose names include the word key. In the figure above, the search returned a table listing two keyboards. 2. Click on the Find button. The search results will be displayed in the table. 3. When you refine your list enough, select the company you need to update or modify by double-clicking on that company s name. The company properties will be displayed in a new window. Company properties will appear with a Home toolbar that includes the Manage Asset task group as shown in the figure below. Figure 86. Home Tab--Manage Asset Task Group. Click on the related icons to perform the following tasks: 103 ServicePRO Training Guide

Update Update asset information. Print Print the asset properties. Output to Text File Save the asset properties to a text file to a specified location. Asset History View a list of all requests linked to this asset. You can also highlight the product in the Find an Asset window and use the Home toolbar icons in that window to access features that will help you add new, update, de-activate, and so on. TRY IT 1. Create a new Asset. 2. Enter a quantity greater than 1. 3. Click the Save icon. 4. Enter unique information for each item. 4. Allocate at least one of the assts to yourself. 5. Click Save. 6. View the Assets you have just created. Exercise Adding an Asset. 104 ServicePRO Training Guide

Manage Vendors A vendor record should be added for each external company from which your organization will be purchasing products or services. Add New Vendors Use the following steps to add new vendors into ServicePRO. 1. From the ServicePRO Objects tab, click on the Manage Vendors icon. 2. Click on the New item. The New Vendor window appears. It includes two tabs, Main and Vendor Products, as shown in the figure below. Main Tab Figure 87. New Vendor Window Main Tab. 1. Enter a unique Name for the vendor you want to add. This field is required. 105 ServicePRO Training Guide

2. Click on the appropriate Company Type checkbox (or select from the Other drop-down list) as defined below: Manufacturer Describes a company that creates a product and/or offers a service. Vendor Describes a company that sells the manufacturers product/service. Other This drop-down list is populated with company types that have been created via custom fields. 3. Enter the contact information for the vendor. 4. In the Memo field, enter any additional information about the vendor. Vendor Products Tab The vendor company type is used in relation to purchase orders because requested products must be associated with a vendor. When a company is designated as a vendor, a Vendor Products tab appears in the New Vendor window as shown below. Figure 88. New Vendor Window--Vendor Products Tab. 106 ServicePRO Training Guide

This window helps you select products/services that the vendor provides. 1. Add a value for each product in the Price field. 2. Add products by clicking on the Next button after each entry. 3. When all products have been entered for this vendor, click the Save button at the bottom of the window. Managing Existing Vendors Users with the HelpSTAR Administrator privilege can add, update, or de-activate a vendor as needed. 1. From the ServicePRO Objects tab, click on the Manage Vendors option. The Find a Vendor window appears as shown below. Figure 89. The Find a Vendor Window. 2. In the Define Criteria work area, select criteria from the Search and Match drop-down lists and enter a value in the Value field to help you narrow the list presented in the table below this work area. For example: Search: Type Match: Equal to Value: Vendor This tells the system to search for all companies listed as type vendor. In the figure above, the search returned a table listing all vendors currently found in the database. 3. Click on the Find button. The search results will be displayed in the table. 4. When you refine your list enough, select the vendor you need to update or modify by double-clicking on that vendor s name. The vendor properties will be displayed in a new window. Vendor properties will appear with a Home toolbar that includes two task groups as shown in the figure below. 107 ServicePRO Training Guide

Figure 90. Management Task Groups. Management Task Group Update Edit vendor information. Print Print the vendor properties. Output to Text File Save vendor properties to a text file in a specified location. Company History View the vendor s request history. You can also highlight the product in the Find a Vendor window and use the Home toolbar icons in that window to access features that will help you add new, update, de-activate, and so on. 108 ServicePRO Training Guide

Manage Manufacturers Manufacturers are companies that create a product. A manufacturer record should be added for each manufacturer user that you will be purchasing products from. Adding New Manufacturers Use the following steps to add new manufacturers into ServicePRO. 1. From the ServicePRO Objects tab, click on the Manage Manufacturers option. 2. Click on the New Manufacturer icon. The New Manufacturer window appears as shown below. Figure 91. The New Manufacturer Window. 109 ServicePRO Training Guide

3. Enter the Name of the manufacturer you want to add. This field is required. 4. Select whether the manufacturer you are adding is also vendor or other Type. Manufacturer Describes a company that creates a product. By default, this field is selected. Vendor Describes a company that sells the manufacturers product. Other This drop-down list is populated with types created via custom fields. 5. Enter the contact information for this Manufacturer. 6. In the Memo field, enter any additional information about this Manufacturer. 7. If you selected the Vendor checkbox, the Vendor Products tab appears. This tab helps you specify the products associated with the Vendor. 8. Click the Save icon in the Toolbar to save the Manufacturer. Managing Existing Manufacturers Users with the HelpSTAR Administrator privilege can add, update, or de-activate a manufacturer as needed. 1. From the HelpSTAR Objects tab, click on the Manage Manufacturers option. The Find a Manufacturer window appears as shown below. Figure 92. The Find a Manufacturer Window. 110 ServicePRO Training Guide

2. In the Define Criteria work area, select criteria from the Search and Match drop-down lists and enter a value in the Value field to help you narrow the list presented in the table below this work area. For example: Search: Type Match: Equal to Value: Manufacturer This tells the system to search for all companies of type manufacturer. In the figure above, the search returned a table listing all manufacturers currently stored in the database. 3. Click on the Find button. The search results will be displayed in the table. 4. When you refine your list enough, select the manufacturer you need to update or modify by double-clicking on that manufacturer s name. The manufacturer properties will be displayed in a new window. Manufacturer properties will appear with a Home toolbar that includes two task groups as shown in the figure below. Figure 93. Manage Manufacturer Options. The Home toolbar includes one task group: Management Task Group Update Edit company information. Print Print the company properties. Output to Text File Save company properties to a text file in a specified location. Company History View the company s request history. You can also highlight the product in the Find a Manufacturer window and use the Home toolbar icons in that window to access features that will help you add new, update, de-activate, and so on. Tips and Best Practices When adding users, we recommend that you allow them to submit requests on their own behalf (via email or the Web Portal). Otherwise, your Dispatcher will be required to log every problem for the end users. This is time consuming and can reduce the Dispatcher s availability. Queues are for workflow; categories for reporting. To determine what queues should be created, consider what issues are being resolved by your Help Desk staff. When setting up categories, determine what metrics you need for reporting. Use ServicePRO to indicate staffing requirements based on how quickly requests are being resolved. 111 ServicePRO Training Guide

Administration Tab To Queue (ServicePRO Enterprise Only) This function helps you assign Support Reps to queue folders. Use the window shown below to match a Support Rep s skills to the skills required to service the queue. Figure 94. Assigning Support Reps to Queues. From the Administration tab, go to the Assign Reps task group and click on the To Queue icon. This window has two main work areas: Queue Folders A list of all queues active in ServicePRO. Support Reps A list of all Support Reps active in ServicePRO. 1. To assign a Support Rep to a queue, click on the Support Rep name then drag and drop it to the queue folder. 2. Click on the Save icon in the Toolbar. 113 ServicePRO Training Guide

Role Based Access Control (ServicePRO Multi-Division Only) Role based access control (or RBAC) allows you to restrict access to requests in the system. You can specify who can perform what actions on requests within what queues. For example: We can specify that members of the sales team can only view public transactions on requests in tech support while having full update and view rights on the sales requests. Managing Roles Managing roles is a matter of knowing the whos, the whats, and the roles you wish to implement. The whos refer to the people and teams. The whats are the OUs and folder. The roles are the roles you wish to assign. The order in which the whos, whats, and roles are set is up to you and what you are trying to implement. For example, you can select the Administration OU, select the Data Analysis role, and then select teams and users you would like to have that role on that OU. You could have also first chosen the Data Analysis role, selected a user or team and then selected the OU and folders on which you would like them to have this role. Complete the following steps to assign and mange roles within ServicePRO. 1. From the Administration tab, click on the Role Based Access Control option. 2. The Role Based Access Control window opens. It contains one tab as shown in the figure below. Figure 95. RBAC Management Options 3. Select the desired starting point by clicking the People, Organizational Hierarchy, or Roles icon from the Views task group. This will display the selected objects within the box on the left. For Example: selecting People will display all Teams and Users. 4. Select the team, user, folder, or role you wish to start with. If you are unable to find the object, utilized the search options on the ribbon. 5. Once selected, the main area of the windows will display two tabs (a third tab will be displayed regarding team membership if a user or team was selected in step 4). Choose a tab and select an object. For example: If you have selected a team or user, you can choose the Organizational Hierarchy tab and select the OU or folder. Notice that some objects on this tab may be bolded. This conveys which objects already have roles set. 6. Click the check box(es) of the appropriate objects. For example: With a team and folder selected, you can select the desired roles. Note: Allow Entire Sub-tree will grant the role to the selected OUs or folder as well as all others below. 7. Click the Save icon in the Toolbar to save changes. 114 ServicePRO Training Guide

Figure 96. Role Based Access Control Window TRY IT Grant Access to Users and Teams 1. Grant access for the Team Leads (Peter Adams, James Wilson, and Robert Chase) to view only pubic information on all of the requests under the Human Resources division. 2. Grant Support Rep, Submit, and Data Analysis privileges to the users below on the corresponding folders: a. Grant the above rights to James Wilson on the Coding folder. b. Grant the above rights to Henry Dobson on the Testing folder. c. Grant the above rights to Amber Volakis on the Payroll folder. d. Grant the above rights to Linus Caldwell on the Network folder. 3. Grant access for the QA team to be able to update any request in the Feature Request folder. 4. As a follow up to question 3: Make sure the QA team can change the requester of those Feature Requests as well. 115 ServicePRO Training Guide

Exercise Role Based Access Control. 116 ServicePRO Training Guide

Merge Duplicates Task Group The Merge Duplicates task group helps you merge two existing user or company records, thus eliminating duplicate records. Merging records combines any existing request history for the specified user or company, making this option useful in resolving properties or history. Merge Users This function helps you combine two user records when a duplicate record was created. When you click on the Save Merge icon, all objects associated with the user to be merged (for example, requests, attachments, assets, and so on) will be merged with the record of the main user. WARNING: When you click on the Save in the ServicePRO database. icon, the user to be merged will no longer exist Follow these steps to merge users: 1. From the Administration tab, click on the Merge Users link. The Merge Users window appears as shown below. Figure 97. Merging Users. 2. Click on the Company Name drop-down list to select the company that has the users you want to merge. 3. Enter search criteria in the Define Criteria section. NOTE: To create a new company, click on the New Company icon. 4. Double-click the company you want to select or highlight it and click the Select Company icon. The Merge Users window returns. 5. Click on the Main User drop-down list and click on Find User 6. Enter the search criteria in the Define Criteria section (if needed) to find the user you want to retain. 7. Double-click on the user you want to keep in ServicePRO. The Merge Users window returns. 8. Click on the User to be Merged drop-down list and click on Find User 117 ServicePRO Training Guide

9. Enter search criteria in the Define Criteria section (if needed) to find the user whose record you want to merge with the main user. 10. Double-click on the user you want to merge (then removed from the system). The Merge Users window returns. At this point, both fields should be populated similar to the illustration shown below. 11. Before saving, ensure that the Main User field shows the user you want to retain, and that the User to be Merged field shows the user who will be removed. WARNING: When you click on the Save icon, the user to be merged will be moved to the de-activated users section.click on Save icon when you are certain these two users are the users you want to merge. Also, ensure that the Main User field is populated with the user that you want to remain in ServicePRO. 12. A confirmation pop-up window appears informing you that The users were merged successfully. 118 ServicePRO Training Guide

Merge Companies This function helps you combine two company records when a duplicate record has been created. All objects associated with the company to be merged will be combined with the records of the main company. All existing users or request history for the company to be merged will be added to the main company. WARNING: When you click on the Save icon, the company to be merged will be moved to the de-activated companies section. 1. From the Administration tab, click on the Merge Companies icon. The Merge Companies window appears as shown below. Figure 98. Merge Companies Window. 119 ServicePRO Training Guide

2. Click in the Main Company field and the Find a Company window will appear as shown below: 3. Enter search criteria in the Define Criteria section (if needed) to find the company you want to select. 4. Select the company you want to retain in your system by double-clicking on it or by highlighting it and clicking on the Select Company icon, to select the company. NOTE: If you want to create a new company, click the New Company icon. 5. The Merge Companies window returns with the main company listed. 6. Click on the Company to be Merged field. 7. Enter the search criteria in the Define Criteria section (if needed) to find the company you want to select. 8. Select the company that you want to be merged into the main company by double-clicking on it, or by highlighting it and clicking on the Select Company icon. NOTE: If you want to create a new company, click the New Company icon. 9. The Merge Companies window returns with both fields populated similar to that shown below. 10. Before saving, ensure that the Main Company field displays the company you want to retain, and that the Company to be Merged field displays the company that will be de-activated. WARNING: When you click on the Save icon, the company to be merged will be moved to the de-activated companies section. 11. Click on the Save icon when you are certain these two companies are the companies you want to merge. 12. A confirmation pop-up window appears stating that The companies were merged successfully. 120 ServicePRO Training Guide

Import This utility helps you import users and assets into your ServicePRO database from an ASCII text file. You can select the fields it will import into ServicePRO when reading your unique source text. Figure 99. Import Welcome Window. If you are importing internal users, you must associate them with a default OU, or import their OUs from the source file. If you are importing external users, you must associate them with a default company, or import their associated companies from the source file. If you have created custom fields for users, companies, OUs, or assets in your ServicePRO database you may also import data into these fields. 121 ServicePRO Training Guide

WARNING: We strongly recommend that you back up your ServicePRO database before importing data. If you do not correctly define your field mappings, the utility will overwrite existing data and you will need to restore the database. Use this utility when getting started with ServicePRO to eliminate the need to manually enter data that is already stored elsewhere. In addition, the utility can be used on a continual basis, allowing you to periodically import user or asset records from other management systems in your organization (for example, accounting and contact management). If your organization has implemented Active Directory Services, you can configure ServicePRO to import groups of users from the Active Directory. Refer to Active Directory Sync on page 143 for more details. Import Requirements 1. The Import utility can only import ASCII files that is, files formatted as plain text. 2. All ServicePRO fields have a limited number of character spaces available (for example, phone numbers are allowed a maximum of 20 characters). Any imported data exceeding the maximum field length will generate an error. 3. Any headings, line spaces, and other anomalies in your source file will have to be removed, or they too will be imported or cause errors. 4. There is one exception: the Import utility automatically removes double quotation marks from imported fields to address a problem that commonly occurs when importing a CSV (comma separate values) comma delimited file from Excel. Any field in the resulting ASCII file that includes a comma in the text is automatically saved with opening and closing double quotation marks around that field. 5. *CRITICAL* If you set the Import Utility to overwrite any duplicate/existing users it encounters then you may very likely overwrite existing users in the database and their privileges will be changed (stripped away). In which case, no one may be able to log into ServicePRO. Storing Your Import Settings The Import utility will allow you to save your settings for a future import. Once you have mapped your fields (discussed on page 69), you will be prompted to save a copy of your settings. You can save these settings locally on your machine. It will be saved in.xml format and can be moved to another workstation if you wish to import from another machine. The next time you open the Import utility, you will be prompted with the option to select a file. Using the Import Utility To run the utility, you must first install it from the shared INSTALL directory on the ServicePRO server by running HSImportUtil.exe on your PC. It can then be launched from the icon on the Desktop or from the Start Menu. The Import Utility will lead you through the following steps: 1. File Selection 2. Mapping source file Data to ServicePRO Fields 3. Setting Default Values 4. Previewing Incoming Data 5. Record Handling 6. Import Summary 122 ServicePRO Training Guide

Each step is described in more detail in the following sections. Back Up Your Database WARNING: We strongly recommend that you back up your ServicePRO database before importing data. If you do not correctly define your field mappings, the utility will overwrite existing data and you will need to restore the database. 123 ServicePRO Training Guide

Step 1: File Selection Selecting the proper file is the first step in configuring the utility to import data into ServicePRO. Figure 100. File Selection for Import Utility. 1. Use the Source File field and Browse icon to locate the ASCII text file that contains the records to be imported. The source file must be a flat file containing one record for each user or asset being imported. If you want to import users company or OU information, this data must also be contained in the user records. 2. Formatted ASCII data may utilize various field delimiters. Use the Field Separator drop-down list to select the appropriate delimiter (comma, tab, semicolon, space or other). If you select "Other," you must enter the specific delimiter (for example, $) in the text field to the right of the drop-down list. A common form of delimited text contains commas as field delimiters with double quotation marks enclosing the text fields. You can disregard the double quotation marks because the Import Utility automatically removes them from imported fields. 3. Use the Import Type drop-down list to select the appropriate import type (Internal Users, External Users, or Assets). 124 ServicePRO Training Guide

Internal users belong to your organization (generally your employees) and must either be associated with a default OU in the ServicePRO database, or the associated OUs can be imported along with the internal users. External users belong to outside organizations (generally your clients) and must either be associated with a default company in the ServicePRO database, or the associated companies (and related information) can be imported along with the external users. Assets require only the asset name to be in the source file, but other related fields may be included as well (for example, serial number, acquisition date, and so on). 4. If your organization has created custom fields for users then you may select an appropriate value from the User Type drop-down list to import data into the fields associated with that type. 5. When you select an Import Type (Internal Users, External Users, or Assets) the bottom drop-down list will change dynamically (to OU Type, Company Type, or Asset Type respectively). Click on the value needed from this list for your particular type. When importing internal users, "Generic OU" will be the only selection for OU type unless your organization has created custom OU types, in which case you may select one of these types and import data into the custom fields associated with it. When importing external users, you may select "Generic Company," "Vendor," or "Manufacturer" as the company type. You can also choose a custom company type if you want to import data into any custom fields that are associated with that type. Similarly, when importing assets, you may select "Generic Asset," "Hardware," "Software," or "Workstation" as the asset type. You can also choose a custom asset type if you want to import data into any custom fields that are associated with that type. If you have selected a custom OU, company, or asset type, any custom fields associated with that type will be available for selection when you go to the next step of mapping file data to HelpSTAR fields. NOTE: When importing external users, you can select a specific company type if you want to import data into custom fields associated with that type. Step 2: Mapping Source File Data to ServicePRO Fields Mapping the source file data to the correct ServicePRO fields is the most important step in the import process. When the mapping is complete, the source file data will be displayed in a grid, with each column representing a field in the incoming source file. During the mapping process, you can examine the file data to ensure that the source file is correct. 1. Click on the Map To column header and select an appropriate ServicePRO field for each field you want to import, as shown in the figure below. Each ServicePRO field requires a specific type of data (for example, alphanumeric, 125 ServicePRO Training Guide

numeric, date, and so on). If the source file data is not an appropriate type for the selected ServicePRO field then the file data entries are displayed in red. Figure 101. Mapping Fields. 2. In the Default cell, you can enter a default value for a field. The default value is imported each time a null value is encountered for that field in the source file. 3. Cells in the Default row are grayed-out when they require unique values, as in the User Name. 4. Every import has required fields. For internal or external users, the source file must at the very least contain a User.Name field. 5. If the source file does not include an OU.Name or Company.Name field, you will be prompted to select a default value when you click Next. NOTE: If the source file splits user name information across two fields commonly, First Name, Last Name map the First Name column to the User.Name field and the Last Name column to the User.Last Name field. 6. Click Next when you have completed the field mapping. If you are importing external users and Company.Name has not been mapped, you will be prompted to select a default company for the new external users. If you are importing internal users and OU.Name has not been mapped, you will be prompted to select a default OU for all the user records. 126 ServicePRO Training Guide

If your source file contains information that doesn t belong in the HelpSTAR database, a field mapping will not be selected for that column. If you want to remove a field mapping, select [None] from the drop-down list at the head of the appropriate column. Similarly, if you are importing External Users and Company.Name has not been mapped, either select a default OU for all the user records and click Next, or click Back and map the appropriate column to the Company.Name field. In the latter situation, if a company in the source file is not already in the HelpSTAR database, it will be created during the import. Step 3: Setting Default Information You are allowed to set default values for various fields during the import. Every imported User or Asset will automatically be assigned the default value you enter for a field. When importing users, "ServicePRO" is automatically assigned as the default password but you can change this to whatever you prefer. By default, the User Login is enabled and Email is disabled but you can change these settings if you want to. Figure 102. Set Default Information. 127 ServicePRO Training Guide

Custom Fields If you have created custom fields for an object, they will be shown under the tab(s) you have created for them. You can click on the tab(s) if you want to set default values for any of these fields during the import. Custom fields will be grayed-out if mapped (data will be imported into it) or if they reference data from another ServicePRO object (a default value is not applicable). Step 4: Preview Incoming Data Prior to performing the import, you are given the opportunity to review the incoming data to ensure that your field mapping is working properly. For example, when importing Users, the top section of the form shows user information, while the bottom shows OU or Company information. Figure 103. Previewing Incoming Data. Data to be imported from the source file is shown in bold text and the default values to be imported are shown in regular text. If there are custom fields associated with Users or the Company (or Companies) or the OU, you can review their incoming data by clicking on the user defined tabs. Navigation Buttons The Next Record and Previous Record buttons in the bar at the top of the window allow you to browse through the records in your source file if desired. 128 ServicePRO Training Guide

When importing Assets you can review the incoming data in the same manner as for Users except that there are no Company or OU records to be concerned with. 129 ServicePRO Training Guide

Step 5: Record Handling Prior to starting the import, you must define the appropriate Record Handling parameters when existing records are encountered in the ServicePRO database. Figure 104. How to Handle Existing Records. The record handling parameters shown above will be applied every time an instance of User.Name, User.Email Address, or Company.Name in the source file exactly matches an existing record in the HelpSTAR database. Other field information can differ although the records actually relate to the same User or Company. You can specify one of three actions for handling such instances when they are encountered: Auto Overwrite The record s User and/or OU fields in the source file will overwrite the corresponding fields in the ServicePRO database. Keep Old Values Data from matching records in the source file will not be written to the ServicePRO database. 130 ServicePRO Training Guide

Prompt to Confirm or Modify You will be prompted to select an appropriate action. We recommend that you select this action unless you are certain that you want to overwrite existing records. 131 ServicePRO Training Guide

Prompt to Confirm or Modify When you select this action, the system will prompt you each time an existing User or OU record is encountered in the HelpSTAR database. If a duplicate User.Name or User.Email Address is found, you will be presented with a form similar to the one shown below. Figure 105. Confirm/Modify Information. The window provides you with three actions for dealing with duplicate users: Add New, Update, and Skip. Add New This action adds a new user record to the ServicePRO database. You will take this action when the record being imported is indeed a different User than the one currently existing in your database. As shown in the graphic above, the new user "Marge Jones" is not the same person as the existing "Marge Jones" they are associated with different OUs. But before you can add this new user you must modify her name because ServicePRO does not allow duplicates. A second instance of "Marge Jones could be added as "Marge Jones_2" or "Marge Jones Shipping" to distinguish it from the existing record. Update This action updates the existing User record with the data being imported. Skip This User s record will be skipped and not added to the database. 132 ServicePRO Training Guide

Existing Companies If you have selected "Prompt to confirm or modify" for existing companies and a matching record is found, you will be presented with a window like the one shown below. Figure 106. Confirming Operations for Existing OU. This window provides you with similar functionality for companies as with duplicate users (described above), and includes an additional function Import Users. Import Users If the new company is the same as the existing one and you don t need to update the existing company record then you can select "Import Users" to import all of the new OU s users and associate them with the existing company in the HelpSTAR database. Importing Assets If you are importing assets, the record handling is similar to that for users but there are no company or company records to be concerned with. After you have selected the appropriate record handling parameters, click the Start button to commence the import. 133 ServicePRO Training Guide

Figure 107. Record Handling 134 ServicePRO Training Guide

Step 6: Import Summary When the import is complete, a summary window will be displayed. The following example shows the summary of a User Import. Figure 108. Import Summary. The contents are self-explanatory. The summary for an Asset Import will be similar (but with no reference to company or OU records). If any records are rejected during the import then an error file will be created in a temp directory for the user logged into the machine. For example, for Bob Stevens, this error log will be created in: C:\Documents and Settings\bstevens\Local Settings\Temp The file will be named according to the date and time it was created and be given the.err extension. An example of this would be for April 1, 2009 at 5:00 pm, the file generated would be called 412009170000.err. This file will show all rejected records in ASCII format. An error log file will also be created if the is a database connection failure when logging into the web portal. This error log file will be created in the Logs folder of the ServicePRO directory. 135 ServicePRO Training Guide

Tips and Best Practices Back up your database prior to the Import. There is no roll-back after data has been imported. Before using the Import Utility, invest a little time perfecting the import file. If all fields are delimited properly, and all headings and un-used fields are removed, the import should run smoothly. Re-Activate Objects 1. From the Administration tab, under Re-Activate ServicePRO Objects, Select the object you need to restore. 2. From the Re-activate window, search for the object you want to re-activate in the Define Criteria work area. 3. Click on the Find button. Use a different screenshot with actual company names and not the values shown in this screen Figure 109. RE-Activate Window. 4. The results will be displayed. 5. Highlight the item and click on the Re-activate icon. Deleting an Object When you delete an object it is permanently removed from the database and cannot be retrieved. NOTE: If a Support Rep is deleted and has service requests in either In Service or their Support Rep Specific Queue, these requests will be routed to dispatch for reassignment. 1. From the Administration tab, go to the Re-Activate task group click on the Re-Activate Objectslink. 2. Select the object to be deleted. 3. From the window that opens you can use criteria to find the object or scroll the list. 4. Highlight the item then click on the Delete icon. 136 ServicePRO Training Guide

License ServicePRO licensing uses access codes, which are unique identifiers (numbers) for each HelpSTAR database. These access codes, hence, the licenses are stored within the data base they are associated with. It is important to back up the HelpSTAR database on a regular basis. If a re-installation is required, the backup of the database will contain the licenses. Send Access Code To license ServicePRO, the Access Code associated with the database needs to be sent to Customer Service. From the Administration tab, go to the License task group and click on Send Access Code. If email settings are configured the Access Code is automatically sent to ServicePRO Customer Service via email. If email settings are not configured, a message box will provide required steps. Update License An XML containing licenses will be sent from ServicePRO Customer Service via email. License installation instructions will be contained within that email. From the Administration tab, go to the License task group and click on Update License. Follow the instructions received via email to successfully install the license. About ServicePRO About ServicePRO provides key information regarding this ServicePRO installation. From the Administration tab, go to the License task group and click on About ServicePRO. The current version of ServicePRO, Access codes and Customer ID number are displayed. For license details, click on the License Info button. For installation information such as installation paths to ServicePRO components click on the Installation button. The Tech Support button provides contact information for HelpSTAR Technical Support. 137 ServicePRO Training Guide

Purge The Purge feature is a utility that helps you reduce the size of your database by permanently deleting old requests. Using the Purge utility requires HelpSTAR Administrator privileges. WARNING: We strongly recommend that you back up your HelpSTAR database before running the Purge function. When the requests are deleted, they are removed completely from the HelpSTAR database and cannot be reactivated. After you have backed up your database and are certain that you are ready to purge your system of old requests, complete the following steps. Using the Purge Utility 1. Prior to using this (or any) HelpSTAR utility, be sure that you have backed up your database 2. From the Administration tab, click on the Purge icon. Figure 110. Purge Date Selection. 3. Select a date on the calendar. All requests before this date will be deleted permanently. 4. Click on the Purge button. 138 ServicePRO Training Guide

5. HelpSTAR will ask: Are you sure you want to purge all the closed requests prior to <date>? 6. Ensure the date is correct then click on the Yes button. 7. When the purge is complete, ServicePRO will confirm: All requests closed prior to (the date you selected) are purged. Your database size will decrease, and the purged requests will no longer exist. 8. Click on the OK button to close the dialog box. Missing a section for the new Purge by Folder option Shutdown This utility allows a ServicePRO Administrator to shut down ServicePRO from any Windows client. When the shutdown is initiated, users will be given a warning that they will be logged off of ServicePRO within nine minutes, allowing them time to save their work. When the nine minutes has elapsed, users will be automatically logged off if they haven t already done so. The ServicePRO shutdown can be cancelled any time within the nine-minute warning period. Using the Shutdown Utility 1. From the Administration tab, go to the Maintenance task group and click on the Shutdown icon. 2. ServicePRO will display a confirmation dialog box asking: Are you sure that you want to shut down ServicePRO? 3. If you are ready to initiate this utility, click on the Yes icon. 4. For all users logged into ServicePRO, the following warning flashes at the top of the ServicePRO Today Page to warn them that the system is shutting down and that they should log off. Figure 111. Shutdown Warning Message. 5. On the Setup/Administration tab, go to the Maintenance task group and you should notice that the Shutdown icon now reads Terminate Shutdown. 6. Click on the Terminate Shutdown icon to cancel the shutdown; otherwise, the shutdown will proceed. 139 ServicePRO Training Guide

Users Currently Logged On Use this icon to see which users are logged on to ServicePRO. This is helpful if maintenance needs to be done and all users need to log off. Figure 112. Users Currently Logged On. 1. From the Administration tab, click on the Users Currently Logged On link. 2. Refresh as needed to determine who is logged on at any given moment. The user list will show User name, Location, Last Communication, and Application Name (version of ServicePRO). 141 ServicePRO Training Guide

Concurrent User Sessions Use this icon to see which concurrent users are logged on to ServicePRO. Figure 113. Concurrent Users Currently Logged On. 1. From the Administration tab, click on the Concurrent User Sessions link. 2. Refresh as needed to determine which concurrent users are logged on at any given moment. The user list will show User name, Location, Last Communication, and Application Name (version of ServicePRO). 3. Select the appropriate action for the ribbon. These include: 1. Send Message Send the selected user a custom pop-up message 2. Log Off With Time Out Force the selected user to be logged off after asset amount of time 3. Log Off Force the selected user to be logged out immediately Configuration Tab 142 ServicePRO Training Guide

Active Directory Sync ServicePRO s Active Directory Synchronization and Import Utility allow you to quickly import users from other applications, or directly from your Active Directory database. ServicePRO can be configured to import users and related user data from Active Directory. You can also schedule the update of user information from Active Directory on a regular basis. Always take the following precautions when importing data: If you already have existing users in ServicePRO it is optimal if their user names are identical to the user names being imported from ADS, otherwise they could be created as new users, thus creating duplication. If there are discrepancies between existing ADS and ServicePRO user names, you can remove the user name mapping and use the email addresses as a key field mapping. If the Organizational Unit field is populated in ADS, you should map it to the ServicePRO Organizational Unit field. You must also select a default ServicePRO Organizational Unit for new users. New users will be associated with this default Organizational Unit in instances where a Organizational Unit value has not been specified or mapped, or is otherwise empty in Active Directory. 1. On the Configuration tab, click on the Active Directory Sync option to configure import parameters. 2. Each tabbed window is discussed below. 143 ServicePRO Training Guide

Import Settings Tab 1. In the Domain Type work area, click on the radio button that defines the domain from which you want to import users (Trusted Domains or Forest). You can select a single Active Directory domain or multiples domains. 2. From the Import Users from the following Active Directory Groups/Units work area, select the source of the users you want to import. The default value is "All Users In Your Current Domain." To change this setting, click Edit. For example, you can import users from different units or groups into specific Organizational Units. Figure 114. Domain and ADS Fields. 3. If the Organizational Unit field is not populated in Active Directory, click the cells in the Select Organizational Unit and/or Select Team columns to specify the Organizational Units and/or with which the users will be associated, as shown below. 144 ServicePRO Training Guide

Figure 115. Selecting Organizational Units. Field Mapping Tab By default, only user names are imported. 1. To import additional user data such as Telephone Number, Email Address, and Organizational Unit highlight a field name in the ADS Field column then click on the Add button as shown below. 145 ServicePRO Training Guide

Figure 116. Mapping ADS Fields. 2. To select a key field or primary key in which ServicePRO should import user data, click on the checkbox in the Use as Unique Identifier? column next to the desired field. ServicePRO uses the unique identifier to prevent creating duplicate users and to import data in relation to this key (such as name). 3. Select a default ServicePRO Organizational Unit for new users from the Default Organizational Unit When ADS Organizational Unit is Empty drop-down list. New users will be associated with the default Organizational Unit when an Organizational Unit value has not been specified in Active Directory. 146 ServicePRO Training Guide

Schedule/Import Now Tab 1. To run an Active Directory import immediately, click the Import Now button. 2. Select Enable in the Import Schedule settings if the Active Directory import should run automatically at the specified scheduled times. 3. Specify if the import should daily or weekly. 4. Enter the import frequency. 5. When an Active Directory import runs, a log files is created to record any errors that occurred during the import. The log file can include new user and updated user data by click on the applicable checkboxes. 6. To clear the Active Directory log file of older entries, enter a value in the Clear log every field. Saving Settings and Running the Import Click OK when you have finished configuring the import parameters. When the scheduled time arrives, ServicePRO will scan the Active Directory and import new and updated user information. Imported users are added as end users with their ServicePRO logins enabled. If the users email addresses are included in the import, their ServicePRO email logins will also be enabled. Tips and Best Practices ServicePRO does not synchronize its passwords with passwords associated with Active Directory credentials with ServicePRO and AD authentication. ServicePRO maintains a separate set of passwords. ServicePRO uses pass-through authentication to determine that a user is logged into a workstation using their Active Directory credentials and will log the user in automatically. It is important to select at least one field as a key field when importing users via Active Directory synchronization. When selecting a unique identifier, select a field that should not be duplicated. A good example of a unique identifier is a user name or email address typically fields that should not be duplicated among user accounts. The more complete the Active Directory database is, the more information can be automatically populated into ServicePRO fields. ServicePRO can be configured to import groups of users and related fields from Active Directory; and you can synchronize the update of user information from Active Directory on a regular basis. 147 ServicePRO Training Guide

System Email Accounts ServicePRO's System Email Accounts processes incoming email requests, sends request history updates to users, and creates new requests on behalf of users. Configuring a System Email Account 1. From the Configuration tab, click on the System Email Accounts option. The Configure System Email Accounts window appears as shown in the figure below. Figure 117. System Email Accounts Window. 2. To create a new account, click on the New button. 3. To modify an existing account, highlight the account in the Profiles table then click on the Update button. The window changes to include the tabs as shown below. 4. The Account Setting tab is active by default. 148 ServicePRO Training Guide

Figure 118. Configure System Email Accounts Window Account Setting Tab. 5. Click the tabs to configure the settings for the account. You can configure: Account Setting Enter email account information and test the settings entered. Reply Messages Create custom reply messages. Reply emails are sent to requesters for all incoming emails. For specific events, such a message failure or logged request confirmation, you can create the text that will appear in emailed responses. The Reply Messages tab features a Rich Text Editor to allow you to customize formatting of emails sent to requesters. Outgoing Request Updates Configure messages sent to users when their requests are updated. The Outgoing Request tab features a Rich Text Editor to allow you to customize formatting of outgoing request updates to requesters. Attachments Set the options for processing attachments. By default, email attachments are ignored. You can specify if attachments should be processed and attached to a service request. In addition, specific file types can be blocked if you do not want ServicePRO to process them. Block List Block requests containing specific text in the subject line (such as Out of Office ). Emails containing the blocked text will not be processed by ServicePRO. 6. Click the Test Account Settings button (as shown in the image above) to confirm if ServicePRO can successfully connect to the system email account entered. 7. Click on the Save button to save your settings. You will be taken back to the Configure System Email Accounts window where your new settings will be added to the Email Accounts list. 149 ServicePRO Training Guide

8. If multiple accounts are entered, the first account you configure is the "Default" system account. 9. If you want to users to submit email requests to different email addresses, click the Add button to add accounts. This will open another Account Settings window. 10. Set the Scanning Interval to specify how often the StarWatch service should scan for incoming email and updates to service requests. 11. The Issue Alert checkbox is enabled by default and will sent alert messages in the event that a system email account stops working. 12. The Announce if Email Possessing Stops checkbox is enabled by default and will sent alert messages in the event that a system email account stops working. 13. The System Account Monitoring Status shows if the mail has stopped processing due to a bad email. Click on the Disabled button if you want to stop this function. 14. Click on the OK button after you confirm your settings. The StarWatch service will process email according to your configuration. The following requirements apply to the system email accounts: The system email accounts function with SMTP/POP3, GroupWise, Lotus, IMAP or Microsoft Server (MAPI) compliant email systems. A ServicePRO mailbox must be created on the mail server for each system email account you create. The StarWatch service must be running to process incoming and outgoing email. ServicePRO will only processes email requests that it can find a matching email address for in the database (unless you are using the business rules). Ensure that all users submitting email requests have their email enabled and their email address entered correctly. System email accounts can be configured to process attachments. Tips and Best Practices Use the options under the Attachments tab to indicate whether attachments should be included with the incoming email message or ignored. You can also filter certain types of attachments, such as.bat and.exe files. By default, a system email account will block incoming email starting with "RE", "FW", or "UNDELIVERABLE" in the subject line (the character strings can be modified under the Block List tab). You should always send a reply message to the requester regardless of whether the email request was successful. 150 ServicePRO Training Guide

User Email Accounts You must configure the User Email Accounts settings to: Mail Server Settings Enable ServicePRO s Email Inbox feature. Allow Support Reps to send email from their local accounts while updating a request. Allow administrators to send the access code for their ServicePRO licenses. 1. From the Configuration tab, click on the User Email Accounts option. 2. Click on the Mail Server Settings icon to open the Configure User Email Settings window shown below. Figure 119. Mail Server Settings Window. 3. ServicePRO allows you to configure multiple email servers. Click on the New icon found just above the Configure Server(s) list. 4. Complete the Mail Server s Settings form or each specific mail server. 5. Give each server a unique Configuration Name. 6. Click on the appropriate radio button to select whether the email system is POP3/SMTP, EWS (Exchange Web Services) or Internet Message Access Protocol (IMAP) server: 151 ServicePRO Training Guide

POP3/SMTP Specify the POP3/SMTP server names. If you are using the default settings for the server ports and domain, do not enter information into these fields. EWS Simply select EWS and enter the ESW URL only. IMAP Specify the SMTP server name and port, IMAP server name and port along with other requirements for accessing the server. 7. Click on the Save icon just above the Configure Server(s) list to save the changes for each specific email server you configure. 8. Click on the Save icon in the Toolbar when you are done configuring all your email servers. 152 ServicePRO Training Guide

Configuring User Email Accounts 1. From File > Setup/Administration, go to the Configuration tab and click on User Email Accounts. The Configure User Email Settings window appears as shown below. Figure 120. Support Rep Email Account Settings. 2. Select the Support Rep whose email account you want to configure. 3. Enter your Support Reps local email account information in the Email Account Properties work area. The fields in this area might already be populated with this information: It can be entered when adding a user (from the Email work area of the User Information: Logins tab) It can be entered by the Support Reps themselves from their personal user options. 4. Click on the Test Account Settings button to check the settings. 153 ServicePRO Training Guide

System Text Messaging Account ServicePRO messaging enables Support Reps to receive text messages from the system based on certain events. For example, you can configure the system to send a Support Rep a text message if a request arrives In Dispatch or when a request in their queue/service is updated. Configuring the System Text Messaging Account 1. From the File > Setup/Administration > Configuration tab, click on the System Text Messaging Account option. The Configure System Text Messaging Account window appears as shown below. Figure 121. Configuring the System Text Messaging Account. 154 ServicePRO Training Guide

2. Click on the appropriate radio button in the Status work area to enable or disable text messaging event monitoring by the StarWatch service. 3. In the Interval & Alert work area, specify how often you want the StarWatch to Send outgoing text messages. This interval is used by StarWatch to monitor events in ServicePRO and when it encounters an event, it sends text messages to the configured recipients in response to the event occurrence. 4. Also in the Interval & Alert work area, click on the checkbox if you want StarWatch to Issue Alert if unable to send text messages. 5. Click on the Save button to save your changes. 155 ServicePRO Training Guide

Encryption Documents (or other items) attached to objects, such as Service Requests, in ServicePRO can be encrypted. Encrypting attachments ensures that only those authorized to review the information in the attachment, can do so. Encryption Settings for your Help Desk are managed here. From the Configuration tab, click on the Encryption option. The following window appears: Figure 122. Encryption Settings. Trustees A trustee is a privileged user who can decrypt any file in ServicePRO with the aid of another trustee. ServicePRO requires you to have a minimum of three trustees. A maximum of five can be set. Of these selected trustees, at least two are required to decrypt a file that they have not been selected to view. You can change this to three. Set the number of trustees you have decided upon. 156 ServicePRO Training Guide

Enforce Encryption By checking the boxes beside objects here, users who attach items to these objects will be required to encrypt them. Select the objects, if any, that your help desk requires encryption. Passphrase Indicate the minimum number of characters required for encryption passphrases. Obviously, the longer the passphrase, the more secure your encrypted files will be. Users will be required to enter this passphrase for each encrypted file they are authorized to open. Setting an Encryption Passphrase Before you can encrypt a file or be selected as a trustee, a passphrase must be set. To increase security, the passphrase is in addition to the password required to log in to ServicePRO. 1. To set a passphrase, click on the File Tab then click on the User Options button. The User Options window opens as shown in the figure below. 2. Click on the Security tab. Figure 123. HelpSTAR User Options Window Security Settings. 3. The passphrase must be a minimum of 12 characters. Enter the passphrase in the New Passphrase field. Enter it again in the Confirm New Passphrase field to verify the passphrase. 157 ServicePRO Training Guide

4. In the Remember Passphrase for field, specify the number of minutes that the passphrase will be stored in memory. This can eliminate the need to re-enter your passphrase when decrypting several files. ServicePRO will remember the passphrase for the specified amount of time, or until you log out. 5. Click on the Encrypt Attachments by Default checkbox to require encryption for any attachment made to a HelpSTAR object. A prompt will appear requesting selection of encrypted file recipients. These users will be trustees with appropriate permissions to decrypt such files. If system-wide encryption is enforced, this option will be grayed out. Encrypting Attached Files When encryption setup has been completed, file attachment encryption can take place. 1. Attach a file to an object. 2. Click the Encrypt File(s) button to open the Encrypt Attachments window as shown below. Figure 124. Encrypting Attachments. 3. The Attached Files(s) list displays all files that will be encrypted for the selected users. 158 ServicePRO Training Guide

4. A list of all users who have set their passphrase is displayed in the Available Users list. 5. Click on the users who can decrypt file(s) then drag and drop them from the Available Users list to the Encrypt File(s) For list. 6. When users have been selected, click OK to return to the Attachment Item window. Click the Save button to save and encrypt the attachments. 7. The encrypted files are listed under the Attachments tab in the object view and have a lock icon beside the attachment name. Decrypting Attached Files 1. When working with a service request, or other object, double-click a file attachment to decrypt it. 2. Enter your passphrase in the window that opens. 3. After entering the passphrase, a dialog opens requesting a location where the open file can be placed. 4. Select a location and the file will open. Trustee Decryption On occasion, it might be necessary to decrypt a file when none of the selected users for whom the file was encrypted are available for example, when an employee leaves the company. Decrypting files in this situation is called Trustee Decryption and requires a minimum of two trustees. 1. To perform a trustee decryption, one of the trustees must log in to ServicePRO and locate the file that needs decryption. 2. Click on the Update button to edit the object to which the file is attached. 3. Right-click the file you want to decrypt, and select the Trustee Decrypt menu item. 4. Each trustee has a designated area for selecting his name and entering his passphrase. 5. Enter user names and passphrases as needed then click Decrypt NOTE: If you have specified that a minimum of three trustees are required to decrypt the file then your form will appear with three frames requiring three trustees to enter their information.. Forgotten Passphrases If you forget your passphrase, you can create a new one with the assistance of two trustees. 1. To re-create your passphrase, click on the File Tab. 2. Click on the My User Options button. 3. Click on the Password/Encryption tab then click on the Forgot Passphrase button. 4. Two trustees are required to enter their names and passphrases. 5. After the other trustees enter their information, you can re-create your passphrase. 159 ServicePRO Training Guide

Changing Trustees To change a trustee, you must: Have the assistance of another trustee. 1. From the Customization tab, click on the Encryption icon. 2. Select a trustee name in the Trustees list then click the Remove button. 3. The assisting trustee must also enter his/her name and passphrase before the selected trustee can be removed from the Trustees list. 4. You must replace this trustee with another if you no longer have the minimum number of trustees. You cannot close this window until Trustees list contains the minimum number of trustees. 5. Click on the Save button when all requirements have been satisfied. Tips and Best Practices Ensure that you have at least three trustees who will not lose or forget their passwords. If an attachment is encrypted, the file will not be recoverable if you do not have the appropriate number of trustees to decrypt the file. 160 ServicePRO Training Guide

Priority Escalation Set the escalation intervals for base and current priorities for ServicePRO requests. 1. From the Configuration tab, click on the Priority Escalation option. The Configure Priority Escalation window appears as shown below. Figure 125. Configure Priority Escalation Window. 2. From the Home tab, there are three choices in the Create group: New, Edit and Delete. 3. Click New to create a new Configuration. 4. To Edit an existing configuration, select the configuration you want to edit from the Priority Escalation Groups work area then click on the Edit icon. The window changes to include the work areas shown in the figure below. 161 ServicePRO Training Guide

Figure 126. Configure Priority Escalation Window Escalation Matrix Work Area. 5. The Escalation Matrix work area helps you set the escalation intervals for every combination of Base Priority and Current Priority. Click on an icon in the matrix to set the escalation interval by days, hours, and/or minutes. a. Base Priority A request's original priority value when logged. b. Current Priority A request's most recent priority value 6. Click on the Save icon in the Toolbar to save your settings. You will be taken back to the Configure Priority Escalation window as it appears on page 161. 7. In the Status work area, enable or disable the database monitoring for auto-escalation performed by the StarWatch service. 8. In the Scanning Interval/Alert Settings work area, enter a number to indicate how often the StarWatch service should scan the database and evaluate requests for auto-escalation. 9. Click on the Issue alert if unable to escalate requests checkbox to receive alert messages in the event that priority escalation stops working. 162 ServicePRO Training Guide

Creating Custom Escalation Groups Custom escalation groups can be configured to run instead of the [Global] default escalation group, and multiple custom groups can be created. Different escalation interval settings can be applied to different types of service requests. These escalation interval settings can be applied to different types of service requests. When a group with a particular combination of Wait State and Request Status is created, this combination will not be available unless the current group is deleted. 1. From the Configuration tab, click on the Priority Escalation option. The Configure Priority Escalation window opens. 2. Click on the New icon. The Configure Priority Escalation window changes to include the work areas shown below. Figure 127. Escalation Group Work Area. 3. Enter a Group Name for the configuration. 4. The refreshed window helps the selection of a specific combination of Wait State and 5. Request Status to create a customized escalation group. 6. Choose from any combination of wait state and request status from the respective drop-down lists shown below. Figure 128. Escalation Group Wait State and Request Status Selection. 7. Click on the In Queue or In Service hyperlinks in the Apply to Requests which are drop-down list to select specific queues or support Reps for this custom escalation group. Selecting different queues allows the separation of escalation intervals. 163 ServicePRO Training Guide

Figure 129. Queue Selection. 8. Click on the Specific Queues radio button. 9. Drag the queues you want to include from the Available Queues list to the Selected Queues list. 10. Click on the OK button. The window changes to include the Escalation Matrix work area. 11. Enter the interval settings by clicking on the icons in the Escalation Matrix work area. 12. Click on the Save icon in the Toolbar to save the configuration. 13. A custom escalation group cannot be run when the Global group is enabled. In the Priority Escalation Groups work area, disable the Global group before enabling your custom group(s). 14. In the Status work area, enable or disable the database monitoring for auto-escalation performed by the StarWatch service. 15. In the Scanning Interval/Alert Settings work area, enter a number to indicate how often the StarWatch service should scan the database and evaluate requests for auto-escalation. 16. Click on the Issue alert if unable to escalate requests checkbox to receive alert messages in the event that priority escalation stops working. 17. After you have enabled the group(s), click on the OK button to run Priority Escalation. 164 ServicePRO Training Guide

Tips and Best Practices When using priority escalation, ensure that the Wait State value is set to ASAP; otherwise the StarWatch service will escalate scheduled and suspended requests. Properly designed escalation groups will assist your Support Reps by prioritizing their requests for them. If the escalation intervals are set too close together, all requests will be escalated before technicians can work on them, rendering the prioritization useless. 165 ServicePRO Training Guide

System Options Users with Administer privilege can update System Options to select default settings and other options for their Help Desk. Setting System Options 1. From the Configuration tab, click on the System Options option. The window shown below appears. General Tab The General tab contains six work areas, which are discussed in the following sections. Figure 130. Configure System Options Window. Default Request Type When a user creates a new service request, the Generic Service Request type is displayed by default. If a custom service request type has been created via custom fields, this can be specified as a system-wide default instead of the generic type. To specify this type, select the service request type from the Request Type drop-down list. An individual user can change the default request type locally in the User Options window. A user's local default will take precedence over a system-wide default. 166 ServicePRO Training Guide

Attachments ServicePRO compresses all attachments. By default, the maximum file size for an attachment is 10 Mb. Enter a new value in the System Options to change this value. Updates via Email Select whether the entire request history or just the current memo will be sent to the user when Email updates are turned on. Reports Select the maximum number of records a report may be generated for when automating a report. Concurrent User Sessions Maintenance by Support Reps Specify which actions Support Reps have access to when managing concurrent licenses. Datagrams Datagrams are communications from ServicePRO used to notify you of updates and upcoming events. They may be turned on or off here. 167 ServicePRO Training Guide

System Defaults Tab Figure 131. System Defaults Tab. On this tab, you can select default queue for requests where request will be placed unless otherwise specified. Also on this tab, you can set the Memo/Attachment Population Schedules. This will determine how often the list of searchable memos/attachments will be updated with actual memos/attachments. This helps to minimize search times for the HelpSTAR Search box. 168 ServicePRO Training Guide

Calendar Synchronization Figure 132. Calendar Synchronization On this tab, you can select options related to how your support reps can utilize Calendar Synchronization. The Calendar Synchronization tab contains 3 work areas: Microsoft Exchange Account for Calendar Synchronization Specify the service account that has access rights to all the support rep s calendars that should be synchronized with ServicePRO. Synchronize ServicePRO Calendar with Outlook Calendar Specify if your support reps have the ability to synch with their Outlook calendar. Once enabled, you can set the interval of how often that synchronization should occur. Calendar Precedence 169 ServicePRO Training Guide

Generic Types Tab Figure 133. Generic Types Tab. On this tab, you may choose to hide or rename any of the Generic object types within ServicePRO. 170 ServicePRO Training Guide

End User Portal Settings Figure 134. End User Portal Settings On this tab, you will be able to set a default configuration for the end user web portal. The End User Portal Settings tab has 5 work areas: New User Sign Up End users who are not in the HelpSTAR database can be given the option to add themselves and log in by clicking on the Create New Account link in the Web Portal s login page. To enable this feature, define the options shown in the figure above. 1. Click on the Allow new user to sign up through the web interface to enable the feature. 2. Click on the External User or Internal User radio button to indicate which type of user will be created when new users sign up through the Web Portal. 171 ServicePRO Training Guide

3. Click on the Save button in the header to save your changes. With this feature enabled, users logging in to the Web Portal can enter their names and login information. (Internal users would also select an Organizational Unit). When they enter the required information, they are added to the database and automatically logged in to the Web Portal. ServicePRO Greeting ServicePRO lets you add a message that end users will see on their home page whenever they log in to the Web Portal. This feature can be used as a bulletin board to keep users up-to-date on important issues. Please note that this area supports HTML coding for even more customization. Available Options Select which web portal options are available to end user on the web portal. These options include: 1. Submit New Request the ability to log a request for service or support 2. Open Request List the ability to view and update requests that are currently opened that they are the requester of 3. Request History the ability to see all requests that they have logged (closed and opened requests) 4. Alerts Messages the ability to view and update alerts and messages sent to you through ServicePRO 5. User Options the ability for an end user to update options to change their end user portal experience 6. Knowledgebase the ability to search and view public best solutions 7. Audit my workstation the ability to allow an end user to collect information regarding their workstation and send it to ServicePRO 8. Request Type Selection the ability to allow an end user to select a custom request type 9. End User Purchase Requests End User Purchase Requests This option allows you to set the ability for an end user to request an item for purchase. Request Fields Visible to End Users This option allows you to enable or hide the following fields for editing on a service request: a. Requester b. Category c. Asset d. Urgency e. Due By f. Move To g. Request Title SLA Tab A Service Level Agreement (SLA) describes the minimum performance criteria a provider promises to meet while delivering a service. Use the work areas in the SLA tab to define Service Level Agreement response and resolution times for your organization. These settings are used by ServicePRO s Dashboard charts (launched from the File Menu Dashboard option), as well as the SLA Performance and SLA Risk charts (launched from the File Menu Data Analysis option). See page 327 for more information on the Dashboard. The Service Level Agreement sub-node is shown below. 172 ServicePRO Training Guide

Figure 109. Configuring a Service Level Agreement. The two SLA charts available in ServicePRO show service request response and resolution times by priority. In the Service Level Agreement work area, enter the default SLA response and resolution settings for each priority level. The two SLA charts will then indicate how effectively your Help Desk is meeting its goals. Priority is defined as follows for each chart: Response Time Response Chart Priority refers to the current priority of both active and closed requests. Resolution Chart Priority refers to the current priority of closed requests. This sub-node helps you specify the service request state transition that constitutes a response. Your Help Desk s response time for each request will be the elapsed time between the two states. Select from any of the combinations shown in the figure below, except Queue to Queue, and Support Rep to Support Rep. Figure 110. Response Time States. Notes on Response Time Setting Response Time setting applies to four different charts SLA Response Time, Average Response for Category, Support Rep, and Queue (the latter two charts are only available using the Dashboard Designer). A reporting specialist can use the Dashboard Designer to change the default response time settings locally. This user s local settings will override the system-wide defaults. 173 ServicePRO Training Guide

The SLA settings also apply to the SLA Performance and SLA Risk charts, which can be launched from the Data Analysis tab. Purchase Order Options Tab Use the Purchase Order Options tab to automatically populate a purchase order with default information. Enter your company s shipping address and billing address here. You can also enter information for Ship Via, and Terms and Conditions. The text in these fields can be changed on the actual purchase order. Refresh Timer Settings Tab Figure 135. Refresh Timer Settings Tab. Much like User option settings, The Refresh Timer Settings tab allows you to set refresh rates for various areas of ServicePRO performance. These rates can be set based on whether the ServicePRO is Onsite or Offsite. Under Network Settings, set the maximum amount of hops and/or network response time before a ServicePRO is considered Offsite 174 ServicePRO Training Guide

Business Hours ServicePRO keeps track of the elapsed time that service requests are In Dispatch, In Service, In Queue, and In Suspense. The elapsed time is for efficiency reports, the Dashboard s Response and Resolution charts, and for the time interval setting in reminders. By default, ServicePRO assumes that your Help Desk is open all day, every day and will calculate intervals accordingly. However, your Help Desk s performance will be misrepresented if the elapsed time includes days or hours when your Help Desk is closed. Use the Business Hours function to set the actual hours that your Help Desk is open. Only those hours will be used in ServicePRO s elapsed time calculations. Setting Business Hours 1. From the Configuration tab, click on the Business Hours option. The Business Hours window opens as shown below. Figure 136. Business Hours Window. 2. In the Grid Properties work area, indicate the daily time range you want to display in the grid. 3. Each cell in the grid represents a block of time. The default time interval for each cell is 30 minutes. If necessary, change the Time Range Intervals. 4. To set your business hours, hold down the left mouse button and drag the cursor over the appropriate hours in the grid then release the mouse button. You can also click on the individual cells. Selected cells appear in blue. 5. To undo a selection, repeat step 4. The cell color returns to white. 175 ServicePRO Training Guide

Business Holidays Work Area Use the Business Holidays work area to set the specific dates that your Help Desk will be closed. The example in the figure below includes three holidays. 1. Click on the field immediately under Date to open a calendar. Figure 137. Business Holidays. 2. Select the date of the holiday. 3. Enter a description (for example, New Years Day). Click Enter to set the holiday date. 4. Repeat the process to set additional holidays. Saving and Clearing Business Hours 1. After you enter your business hours, click on the Save icon in the Toolbar to save them. 2. To clear business hours, hold down the left mouse button and drag the cursor over the appropriate hours that appear in blue within the grid then release the mouse button. You can also click on the individual cells. Cleared cells appear in white. 176 ServicePRO Training Guide

Auto Discovery From the Configuration tab, click on the Auto Discovery icon to open a window that helps you configure ServicePRO s network auditing function. See Network Audit Engine for more information. Set Charge Rates The Set Charge Rate function helps you define hourly charge rates for a selected Support Rep. 1. From the Configuration tab, click on the Set Charge Rates option. The Support Rep Charge Rate window opens as shown below. 2. Select a Rep from the Support Rep drop-down list. Figure 138. Support Rep Charge Rate. 3. Enter the date that the charge rates become effective in the Effective Date field. 4. Enter the rates in each of the following fields as needed. These charges calculate the cost of the support your Help Desk is providing: Cost Typically the costs incurred by your company (hourly rates or salary, and benefits). This field is intended for reference only and is not used in any reporting calculations. Charges 1 to 3 Charge 1 is typically your standard rate. Use the other charges for overtime rates. The Retroactively update actual charges in the database checkbox is used for existing Support Reps who have time logged in ServicePRO already (not for setting up new Support Reps). Check this box to automatically recalculate cost and charge amounts based on a previous effective date. Customize For information on the Customize tab, please refer to page 265 for ServicePRO Customization. 177 ServicePRO Training Guide

ServicePRO Today 178 ServicePRO Training Guide

5 ServicePRO Today The ServicePRO Today page welcomes users into the ServicePRO interface with the following: Announcements Today s Meetings/Appointments Action Items Figure 139. ServicePRO Today Page Announcements With the Announcements feature, a Help Desk Manager can broadcast general interest postings. The announcements feature uses a broadcast method that either privileged or non-privileged users can view. Users with HelpSTAR Administrator Role have full use of the Announcements window, and are the only users who can add, edit, and delete information posted here. Information, such as scheduled downtime, can be posted here to inform staff of upcoming events, changes, or maintenance. From the Announcements area, click the Manage button to open the Announcements window shown below to add new, edit, or delete announcements. 180 ServicePRO Training Guide

Figure 140. Message Board Window. 181 ServicePRO Training Guide

Announcements Toolbar The Announcements toolbar provides you with refined message control. Figure 141. Announcements Toolbar Task Groups. The Announcements toolbar includes two task groups: 1. Display 2. Announcement Display Task Group Click on the appropriate checkboxes to specify which announcements you want to view. Message Task Group All Users Announcement postings for both privileged and non-privileged users. Privileged Users Announcement postings viewable only by privileged users. Click on the appropriate icons to perform the related task: New Adding a new announcement. Edit Edit an existing announcement. Delete Delete an existing announcement. Reoccurrence-Schedule an announcement to be displayed again after a set interval of time TRY IT Creating an Announcement 1. Click on the Manage button from the ServicePRO Today. 2. Click on the New icon in the toolbar. 3. Enter relevant information. 4. Set the start date to the current date and time. 5. Viewing Your Posting 6. Log out and log back into ServicePRO. 7. Your new announcement will be displayed on the ServicePRO Today Page in the Announcements work area. Exercise Creating an Announcement 182 ServicePRO Training Guide

Today s Meetings/Appointments This displays the current day s calendar including Meetings and Appointments scheduled for today. See the chapter: Calendars for more information on appointments and Meetings Action Items This provides current counts of requests and communications. These same action items also appear in the status bar on the bottom right of the main ServicePRO Window. For more information on the views and communication see the chapters: Service Requests and Emails Communications Support Rep Chat With the Support Rep Chat feature, Support Reps can communicate with one another in real time. There are 2 work areas associated with ServicePRO s Chat feature: 1. Availability Settings 2. Invite a Support Rep to Chat 3. Chat Availability In the bottom left hand corner of ServicePRO Today, each Support Rep can specify their availability. By clicking on your name, you will have 3 options available: 1. Available 2. Away 3. Do Not Disturb Note: These are indicators of a Supper Rep s availability. If a chat message is sent to a user that has Away or Do Not Disturb set, it will be received. At the recipient s discretion, it can be ignored. Invite In order to initiate a chat, performing the following steps: 1. Select the Chat option available in the Ribbon Toolbar of ServicePRO Today. 2. In the Chat screen, a list of available support reps will be listed. By default, all available support reps will be checked to invite to your chat session. To de-select all users, click on the Select All option. 3. To pick a specific user, use the search or filter options in the invitation screens options located at the top of the window. 4. Enter a subject for the chat session in the Subject field. This field is required. 5. Once your user is selected, click on the Invite button located on the bottom right of the screen. 183 ServicePRO Training Guide

Work areas in Chat The chat module has 4 work areas: 1. Connections this will list the users that are present or have been invited to a chat session. In this area, you can also invite additional participants as well as leave the current chat. 2. Chat Time similarly to time worked, the duration of your chat session is being time. You can also manually change the duration of the chat session as well. 3. Thread the middle work area will record the conversation. 4. Memo Area chat messages can entered in the memo area and sent via the Send button Using Chat Overview The Chat option allows you to communicate in real time with other support reps all within the ServicePRO interface. When launched from a service request, the entire chat transcript will be attached the request and be viewable by any privileged users who look at the request in the future. Figure 142. Chat 184 ServicePRO Training Guide

Initiating a Chat Figure 143. Chat in Social menu To initiate a chat session, click on the Social button (located on the ribbon of a Service Request or of the Workspace) and click on Chat from the pop-up menu. Inviting Attendees Figure 144. Inviting Attendees The Invite window appears when initiating a chat session or when the Invite button is pressed within the chat window. Within this window, all support reps currently logged into ServicePRO will be displayed with one of the following icons showing their current availability. 185 ServicePRO Training Guide

Figure 145. Availability Check mark the Support Reps you wish and click on the Invite button. Note: If you are initiating a chat session, you will need to enter a subject for the session as well. Accepting a Chat Invitation Figure 146. Accepting a Chat Invitation When you have been invited to a chat session, you will receive a pop-up within your main ServicePRO window. Clicking the Accept but will join you to the session. 186 ServicePRO Training Guide

Chat Session Figure 147. Chat Session The Chat session window consists of 4 areas: Connections Options Dialog Box Text Entry Connections This area displays the avatar of anyone attending the chat session with each indicating their availability status. Options The options pane provides attendees with three options: 187 ServicePRO Training Guide

Invite This will bring up the invite window to invite other support rep to the session. Leave This logs the user out of the chat session and closes their chat window. Note: If the originator leaves the chat session, the session will end Chat Time This fields tracks the amount of time spent within this chat session. This time may be paused or manually entered if needed. Dialog Box Figure 148. Dialog box for Chat The Dialog box shows the complete list of everything done within the chat. This includes indications when support reps joined the session, left the session, as well as any messages sent. Text Entry The Text Entry area allows the support rep to enter in text they wish to be displayed in the chat. If the support reps wished to a comment that does not pertain to the session, they may click the Off the Record check box prior to clicking the Send button. This will add the message to the Dialog Box but it will not be included within the transcript that will be saved to the request. Ending a Chat Session To end a chat session, the initiator of the chat session can either close the chat window or click on the Leave button from within the Options pane. Once the session has ended, the request from which the chat session was initiated will be updated with the length of the session as well a transcript of the chat session. Clicking the transcript list will display the window shown above from which the transcript may be printed and/or the associated request may be viewed. 188 ServicePRO Training Guide

Communications 190 ServicePRO Training Guide

6 Communications The Communications Social page displays all Alerts, Quick Messages, Reminders, and Meetings that have been sent to you. 1 2 & 3 3 4 Figure 149. Communications page The Reminders window contains five work areas: 1. File Tab 2. Communications Tabs 3. Ribbon Toolbar 4. Emails & Communications List 5. Preview Pane 1 File Tab Quickly access commonly options such as Find, New Items, Email Inbox and User Options. 192 ServicePRO Training Guide

2 Communication Tabs The tabs of the ribbon are entirely based on the message selected. For example, when you highlight a reminder, ServicePRO displays different tabs than when you highlight a meeting. 3 Ribbon Toolbar Much like the tabs, the options on the ribbon are dependent on the message selected. 4 Messages List This section displays all the messages sent to the support rep. 5 Preview Pane View request details for the reminder highlighted in the Message list. Communication Types There are several types of communications shown on this page: Alerts Reminders Meetings Messages Emails Documents Depending on the type of communication selected, a different action tab will be shown. Below are examples of the communication types. Alerts ServicePRO issues alerts to notify Support Reps when certain ServicePRO events occur. Click on the Alerts icon to view a list of all the alerts that apply to you and the requests to which you are assigned. For example: When a service request or purchase request is dispatched to a shared queue folder, all Support Reps assigned to that queue receive an alert notifying them of the new request. When a service request is closed, all Support Reps assigned to that queue receive an alert notifying them that the request has been closed. 193 ServicePRO Training Guide

When you log in to ServicePRO, the Alerts Indicator in the status bar along the bottom of the ServicePRO window displays the number of alerts currently assigned to you. The action tab provides the following actions for alerts: Delete Permanently remove the highlighted alert. Alert List Parameters Select the type of information that will be displayed in the Alert List section. Preview Pane Select the location of the Preview Pane, and the order that information should be displayed Default Settings Save your changes as the current default view, or reset the view to its initial default settings. Events that Trigger Alerts The following table lists service request events and the recipients of the corresponding alerts. Table 1. Service Request Recipients and Corresponding Alerts. Service or Purchase Request Event New request arrives in dispatch. Request is placed in queue. Request passed directly to a support Rep. Request updated by another support Rep in "update all" mode, or by end user who initiated the requests. Request is not closed when its due date arrives. Request is resumed when its scheduled date arrives. Request is suspended. Request is designated as waiting for response. Request is closed. Request is auto-escalated. Purchase request is approved, partially approved or rejected. Alert Recipient All users with the Dispatch privilege. All support Reps assigned to the queue. Support Rep receiving the request. If request is in service: currently designated support Rep. If request is in queue: all Reps assigned to the queue. If request is in dispatch: all Dispatchers. If request is in service: currently designated support Rep. If request is in queue: all Dispatchers. If request is in service: currently designated support Rep. If request is in queue: all Reps assigned to the queue. NO ALERTS ARE GENERATED End user who initiated the request. End user who initiated the request. If request is in service: currently designated support Rep. If request is in queue: all Reps assigned to the queue. User who submitted the purchase request. 194 ServicePRO Training Guide

Reminders Reminders are messages that remind ServicePRO users of an impending task or event related to a request (such as an upcoming meeting or an achieved milestone), or ask a question for another Rep. Users who have been assigned Report Roles can send reminders to other Support Reps and themselves, while other ServicePRO users can only send reminders to themselves. The actions tab provides the following actions for reminders: Snooze Snooze the reminder and select a snooze time, from 5 minutes to 1 Week. Dismiss Permanently remove the highlighted reminder. Meetings Please see the Calendars chapter for more information on meetings. The action tab provides options to decline, accept, and propose a new time for the selected appointment or meeting invite. Messages Quick Message allows instant communication between ServicePRO users. When you click on the Quick Message icon on a request, a list (similar to the one shown below) drops down with the available recipients. Figure 150. Quick Message Options. Only the requester, or other privileged users, can receive a Quick Message. When a recipient is selected, you will be prompted with a window as shown below: 195 ServicePRO Training Guide

Figure 151. Send a Quick Message Window. Similar to a reminder, when a quick message is sent from a request, it will update the request with the Quick Message information. Figure 152. Quick Message Memo Update. By clicking on the View Entire Message Thread link, you can see a list of all messages and replies sent from this request as shown in the figure below. 196 ServicePRO Training Guide

Figure 153. Quick Message Thread View. ServicePRO prompts the recipient that a Quick Message has been submitted. A recipient can reply to the message, open the request, snooze the message, or dismiss it entirely by clicking on the appropriate icon on the Message Actions tab. 197 ServicePRO Training Guide

Figure 154. Received Messages Window. Chat These are chat threads that you have participated in. For more information on ServicePRO s chat module, see page 183. Emails These are emails attached to requests within your workspace. See the chapter: Email Inbox on page 53 for more information. Documents These are documents messages associated with requests within your workspace. See the chapter: Documents on page 211 for more information. 198 ServicePRO Training Guide

Calendar 199 ServicePRO Training Guide

7 Calendar Clicking on the calendar page displays the window shown below so you can view, update, or add appointments and meetings to your schedule. 1 2 3 4 5 Figure 155. Calendar Page. The Calendar window contains five work areas: 1. Calendaring Tabs 2. Ribbon Toolbar 3. Calendar Date Selection Area 4. Appointment/Meeting Display Area 1 File Tab Quickly access commonly options such as Find, New Items, Email Inbox and User Options. 201 ServicePRO Training Guide

2 Calendaring Tabs ServicePRO provides you with tools to create and access different calendar views. 3 Home Provides you with the tools you need to work on your meetings and appointments, and to view the calendars for other representatives. Views Provides calendar views of various objects Ribbon Toolbar When working in the Calendar, you have many tools at your disposal organized into four task groups: 4 New Add appointments and meetings to your calendar View Change the view to show the calendar only or add a preview Arrange Change the layout of the calendar Shared Calendars Check the boxes for the listed participants to view their calendars in the display area. Calendar Date Selector Area Use the calendars in this area to select the date on which you want to schedule, view, or update an appointment or meeting. The area displays two consecutive months for your convenience. Use the arrows above the top calendar to select the months and the year that you want to display. Click on the Today button to have ServicePRO display calendars for the current date. 5 Appointment Display Area By default, your own calendar is displayed in this area with your scheduled appointments and meetings. You can choose to display other representatives calendars by clicking on the View Calendars icon and selecting them from the list. 202 ServicePRO Training Guide

Creating New Appointments 1. Create a new appointment by selecting the date on which you want to schedule the event. 2. Highlight the time slot by clicking and holding down the left mouse and dragging the cursor to include the desired times. 3. Click Appointment in the ribbon. The Appointment window opens as shown below. Figure 156. Creating a new appointment. NOTE: If you are attempting to schedule a new appointment when all or part of the time is already allocated to another event, the message Conflicts with another appointment on the calendar will appear just above the subject entry line. 4. Define the options for the new appointment. Set the Show As item to display how you want the system to show your availability during the scheduled appointment. 203 ServicePRO Training Guide

5. Set the Reminder to determine when the system should send reminders to the attendees. 6. Set the Priority of the appointment. 7. Enter the number of the Request that correlates the meeting. Click on the magnifying glass icon if you need to search for the request number. 8. Click on the Synchronize with field if you want the appointment to be synchronized with the time and date the work begins, or synchronized with the date it is due. 9. Click on the Recurrence icon if you want to schedule an appointment that will recur over multiple days. 10. Enter the purpose for the appointment in the Subject line. 11. Define where the event will occur in the Location line. 12. Enter a message describing the appointment in the message area. Use the editing tools to format the message as you wish. NOTE: If you use the Invite Attendees feature in the Appointment tab, ServicePRO recognizes that you are essentially creating a meeting and changes the new appointment to a meeting. 13. If desired, click on Invite Attendees in the Actions task group. 14. Click on the To button to select the list of attendees you want to invite. 15. Click on the Send button to complete the scheduling of the appointment and to send an email to the attendees. The new appointment (or meeting) will automatically display in your calendar and all the calendars for the invited attendees. 204 ServicePRO Training Guide

Creating New Meetings 1. Create a new meeting by selecting the date on which you want to schedule the event. 2. Highlight the time slot by clicking and holding down the left mouse button and dragging the cursor to include the desired times. 3. Click on the Meeting icon in the ribbon. 4. The Meeting window appears as shown below. Figure 157. Creating a new meeting. 5. Define the options for the new meeting. Set the Show As item to display how you want the system to show your availability during the scheduled meeting. 6. Set the Reminder to determine when the system should send reminders to the attendees. 7. Set the Priority of the meeting. 8. Enter the number of the Request that correlates the meeting. Click on the magnifying glass icon if you need to search for the request number. 205 ServicePRO Training Guide

9. Click on the Synchronize with field if you want the meeting to be synchronized with the time and date the work begins or the date it is due. 10. Check the Private box if the meeting will be set for invited attendees only. 11. Click on the Recurrence icon if you want to schedule a meeting that will recur over multiple days. 12. Select the attendees from the To button. 13. Enter the purpose for the meeting in the Subject line. 14. Define where the event will occur in the Location line. 15. Enter a message describing the meeting in the message area. Use the editing tools to format the message as you wish. 16. Click on the Send button to complete the scheduling of the meeting and to send an email to the attendees. Working with Calendars Users can look at a representative s calendar to see the appointments and meetings scheduled. They can doubleclick on an appointment or meeting to see the details of that scheduled event. When someone clicks on a specific appointment or meeting, View and Update icons within the ribbon become active so they click on these icons to view or update the event as needed. When you do associate an appointment or meeting with a request, that event will be added to the history for the associated request. The system stamps the request history with the information that an appointment or meeting was made, when it was made, and includes the information typed into the memo. To see the actual appointment or meeting, you can click on the View Appt link shown in the history. When users are inside a request, they can also set up a meeting or appointment from within the request using the icons in the Communications task group. 206 ServicePRO Training Guide

Views Tab On this tab select an object to view a calendar based on a date field on that object. The example below shows an Asset calendar with the Filter View set to display assets based on acquisition date. Figure 158. Views Tab Filter 207 ServicePRO Training Guide

Documents 209 ServicePRO Training Guide

8 Documents The Documents page allows you to view and manage all of your documents within ServicePRO in one window. From this page, you not only can view the documents attached to requests in your workspace, but also those attached to the assets you manage. 1 2 3 4 5 6 Figure 159. Documents Page. The Documents page contains six work areas: 1. File Tab 2. Document Views tab 3. Ribbon Toolbar 4. Folder List 5. Documents List 6. Preview Pane 211 ServicePRO Training Guide

1 File Menu Quickly access commonly options such as Find, New Items, Email Inbox and User Options. 2 Documents Tabs ServicePRO provides you with many tools, sorted into tabs. 3 Home Customize the Documents work area Documents Views View Documents which meet specific conditions Ribbon Toolbar When working in the Home Tab of the Documents page, you have the following tools at your disposal: 4 Document Perform various actions with the selected document. Communication Open a Chat to discuss the document. Sort Order Select how you would like the documents sorted. Show Set additional display options for the documents. Folder List View all the queue folders to which you are assigned.. 5 Documents List This section displays all the documents attached to the requests within the queue folder you selected from the Folder List. 6 Preview Pane This section displays a preview of the selected document. You may also view document details as well as the trace logs noting what has occurred with this document. 212 ServicePRO Training Guide

Documents Toolbar 1 2 3 4 Figure 160. Documents Home Tab Ribbon. The ribbon of the Documents Home tab includes four task groups: 1. Document 2. Communication 3. Sort Order 4. Show 1 Document Click on the icon in this group to access the Best Solutions feature. Check Out Save a local copy of the selected document while also marking the file as Checked Out. This informs others that the file is currently being modified or reviewed by another user. Check In if you have checked out a file, click on the Check In icon to replace the selected document with your local copy. This not only marks the file as Checked In but will also display a memo box allowing you to enter notes regarding the changes made to this document, Undo Check Out If you have checked out a file, click on the Undo Check Out to mar the document as Checked In Waiting for Check Out If you wish to Check Out a file that is currently checked in, you may click on the Waiting for Check Out to be notified when the document has been checked in. Force Check In This will force the selected document to be checked in immediately. View This will display the currently selected document. Pin This will place a marker in the File > Recent > Documents tab, so that you can quickly find the document and navigate to it again. Delete This will delete the selected document Save As This allows you to save the selected document locally while leaving it Checked In Properties View the Properties of the selected document Encrypt Encrypt the selected document to only be available to select users. 213 ServicePRO Training Guide

2 3 Sort Order Here you may choose to sort the order of the documents to be displayed by Oldest first, newest first, or sorted by author Show Documents in Subfolders View documents. Project Tree View reports related to the usage and effectiveness of best solutions. 214 ServicePRO Training Guide

Assets/Configuration 215 ServicePRO Training Guide

9 Assets/Configuration The Assets/Configuration page helps you manage your organization's assets and purchases. The tabs on this page allow you to define assets, configure a schedule for the Network Audit Engine as well as create and manage purchase requests. Asset Management is useful in optimizing your IT resources and controlling your company's hardware and software expenditures. Also, managing assets is integrated with purchase order functionality to help you track your organization's IT equipment from requisition to the end of the product life cycle. 1 2 3 4 Figure 161. Asset Explorer Toolbar. The Asset Explorer Toolbar includes four task groups: 1. Create 2. Manage Assets 3. Find Assets 4. Data Analysis 1 2 3 Create Task Group Assets Create a New Asset. Manage Assets Task Group View Properties View the properties of the item selected in the asset tree view. Allocate Allocate (or re-allocate) the selected item to a company, Organizational Unit, user, asset, or to Inventory. De-Activate De-activate an asset. This will not delete the asset; but will remove it from views/search results. Find Assets Task Group Quick Find Click on this icon to find a specific asset listed in the asset tree view. When you click on the Quick Find icon, the Search for field and controls (shown below) appear just below the toolbar. 217 ServicePRO Training Guide

Figure 162. Quick Find Options. 1. Enter a key word or two (or more) to help locate the asset. 2. If more than one item contains the key word(s), click on the Find Next button to locate the next matching item. Filter When you click on this icon, the Define Criteria work area (shown below) appears just below the toolbar. Figure 163. Filter Options. The Search By drop-down list includes the following parameters: Name Tag Serial Number Bar Code Product Vendor Cost Acquisition Date PO Number Allocated to Company Allocated to User Allocated to Asset Allocated Inventory You can specify that the Match should contain, start with, end with, or equal the Value that is entered. When you click on the Find button, the asset tree view will display only those assets that meet the filtering specifications. 4 4 Data Analysis Task Group Reports View standard reports related to assets. Compliance and Documentation The Compliance and Documentation tab on the Assets/Configurations Page provides access to features that help you link audited hardware to new or existing assets, or link audited software to a product. These features help track existing hardware and software licenses by linking assets to service requests. Discovered Hardware When a network audit has been completed a discovery of an organization's workstations, the scanned data can be associated with workstation assets stored in your database. In ServicePRO, a workstation is an asset that has been 218 ServicePRO Training Guide

assigned the default type of "Workstation." You might have already created or imported these assets, or you can create the assets from the audited workstation data. 1. From the Compliance and Documentation tab and click on the Document Discovered Hardware icon. The Document Discovered Hardware window opens as shown below. Figure 164. Document Discovered Hardware Window. 2. The lower left pane shows the workstation assets currently stored in your ServicePRO database. The right pane shows a list of the workstations (according to the computer names that were scanned) discovered during the audit. If you do not want to associate specific workstations with assets, drag them to the Ignore icon in the top left pane. (If needed, you can return them to the Discovered Hardware list by expanding the Ignore node in the tree view and dragging them back to the Discovered Hardware list. 3. To add a workstation to ServicePRO as an asset, drag it to the Create New Asset icon. 4. A New Asset window, with the workstation asset type already selected, opens as shown below. 219 ServicePRO Training Guide

Figure 165. New Asset from Discovered Hardware. 5. The Name field is populated with the computer name. 6. The Serial Number is populated with the information from the audit. 7. The Allocated To field is set to Inventory by default, but you can change this if needed. 8. The remaining fields are optional and can be modified as needed. 9. Click on the Save icon in the Toolbar to save the workstation asset. Workstations Already in the Database If you already have workstations stored in your database (for example, imported, or added from purchase orders), they will be shown in the lower left pane of the Document Discovered Hardware window. If they correspond to audited workstations, drag the audited workstations to the matching assets on the left. If you are unsure about a particular asset, you can right-click the mouse on it to view its properties. Removing a Hardware/Asset Association If you want to remove a discovered hardware/asset association, right-click the mouse on the asset in the asset tree view (shown below) and click on the Clear Association menu item. 220 ServicePRO Training Guide

Figure 166. Removing Hardware/Asset Association. Discovered Software After you have audited your workstations, you can use the Discovered Software feature to check your license compliance. Before you can do this, you must associate the discovered software to software products in your ServicePRO database. 1. From the Compliance and Documentation tab click on the Discovered Software icon. The Document Discovered Software window shown in the figure below opens. Figure 167. Document Discovered Software Window. 2. The lower left pane shows the software products data currently stored in your ServicePRO database. The right pane lists the software discovered during the audit. The list includes all installed programs found under the Add or Remove Programs settings of an audited workstation. 3. Because the discovered software is based on the installed programs found under the Add or Remove Programs setting of each audited workstation, the list can include programs (for example, updates, hot fixes) that you do not need to document. Drag the unwanted software aliases to the Ignore icon in the upper left pane. You can return them to the Discovered Software list by expanding the Ignore node in the tree view and dragging them back into the list. 4. If a corresponding software product for the discovered software is not listed, drag the discovered software to the Create New Product icon in the upper left pane to create a new product. 5. A New Product window, with the software product type already selected, opens. 221 ServicePRO Training Guide

Figure 168. New Product from Document Discovered Hardware. 6. If applicable, select a manufacturer for the product from the Manufacturer drop-down list. 7. Click on the Save icon in the Toolbar to save the new product. Software Already in the Database If you already have software data stored in your database (for example, added from purchase orders), it will be listed in the lower left pane of the Document Discovered Software window. If the data corresponds to audited software, drag the audited software to the matching products. If you are unsure about a particular product, you can right-click the mouse on it to view its properties. Removing a Software/Product Assignment If you want to remove a discovered software/product assignment, right-click the mouse on the product in the product tree view (shown below) and click on the Remove Assignment menu item. Figure 169. Removing Software/Product Association. 222 ServicePRO Training Guide

License Compliance The License Compliance feature helps you compare the instances of installed software discovered by network audits with the corresponding software assets stored in your ServicePRO database. Before you can view whether you are compliant, you must: Add software assets to the ServicePRO Database. For example, if you have five Adobe Reader licenses, you would add them as assets. Document discovered software to associate it with the software products data currently stored in your ServicePRO Database. When completed, you can see if you are compliant with your own software licenses. 1 2 3 4 Figure 170. License Compliance Window. The License Compliance window contains four distinct work areas: 1. Home Toolbar 2. License Compliance Work Area 3. Installed On Work Area 4. Software Assets List 223 ServicePRO Training Guide

1 Toolbar Figure 171. License Compliance Parameters Toolbar. The toolbar helps you select which results you want to view based on the following parameters: Available Licenses You own more licenses that you have installed. For example: You have purchased nine licenses for Norton Anti-virus, but you have installed only seven of those nine. No Licenses Available The number of installed software instances is equal to the amount of licenses your company has added as assets. License Deficiency You own fewer licenses than you have installed software instances. For example, you purchased five Microsoft Office licenses, but you installed 34 copies. By default, all three parameters are selected. 2 License Compliance Work Area This work area provides you with an overview of the products you own, along with the number of copies you have installed. Figure 172. License Compliance Window. Owned The quantity of a specific software product that has been added to ServicePRO as an asset. Installed The number of instances of the software found by the audit. Difference The number of product licenses owned minus the number of instances installed. If the value displayed in the Difference column is a negative number, it indicates that you are not compliant. One of two situations is likely: Your organization has installed more versions of the software than were added as assets. You have not added all licenses of that product as assets in ServicePRO. If the value displayed in the Difference column is 0, it indicates that you have installed instances using all of the purchased licenses. 224 ServicePRO Training Guide

If the value displayed in the Difference column is greater than 0, it indicates the number of valid instances that can be installed before you need to purchase more licenses. 3 Installed On Work Area This work area provides you with information regarding the instance location of the installed product highlighted in the License Compliance work area. It also provides you with the name of the installed software and the version installed. Figure 173. Installed Software Information. Click on the workstation name to open the Discovered Items window for that workstation. Figure 174. Discovered Items Window. This window displays more information regarding the software and hardware installed on that workstation. 225 ServicePRO Training Guide

4 Software Assets This work area provides information such as who the software is allocated to, the allocation type, and asset name regarding owned software. For each item selected in the License Compliance work area, the related number of assets are displayed in this work area. Figure 175. Software Assets List. An item appears in this work area each time for the number of owned software instances. If items are listed in the Allocated To column, you can click on the item to view its properties. In the Asset Name column, you can click on the link to view its properties. Auto Discovery Using the Network Audit Engine, you can remotely collect detailed hardware and software information about the machines on the networks you manage. This information will then be automatically stored in the ServicePRO database. The Audit Service uses Windows Management Instrumentation (WMI), which is built into the Windows operating system. So no additional software is needed on the machines to audit them. Configure Discovery Schedule To audit network machines, you first need to configure and schedule the Audit Service. When the scheduled time arrives, the Audit Service will start scanning the machines specified in the configuration. The Audit Service uses the Audit service logon account to connect to the network machines and gather the hardware and software details using WMI. The collected data can be viewed in the Discovered Hardware or Discovered Software windows. 1. From the Auto Discovery tab, click on the Configure Discovery Schedule icon. 2. Click on the New icon in the Discovery Schedule task group. The window shown below opens. 226 ServicePRO Training Guide

Figure 176. New Discovery Schedule Configuration (by Domain Tree) 3. In the General work area, give the audit a name and enter a brief description. 4. In the Schedule work area, indicate how frequently the audit will run. 5. In the Workstation Selection work area, choose how the workstations will be selected for discovery. The drop-down list contains the following choices: Domain Tree Selected by default, this view displays the network machines in the domain you selected when configuring the service. You can click the checkbox(es) to select the domain, organizational unit, group, or specific machines in each collection. Machine Name or IP Address The window refreshes and displays an entry field for specifying the machines you want to scan. You can enter workstation names, domain names, or IP addresses. Use semicolons to separate the entries. IP Range The window refreshes and displays an entry field for specifying the IP Range of the machines you want to scan. 227 ServicePRO Training Guide

Figure 177. New Discovery Schedule Configuration (by IP Address) 6. Close the window. You will be prompted to save your settings. Repeat the process to schedule separate settings for different groups of machines. 7. Your new discovery schedule configuration will be active by default (that is, the audit service will scan the workstations according to the schedule you have set). To stop a specific configuration schedule, select it and click the Stop button. To restart a paused schedule, click the Start button. NOTE: In ServicePRO, a workstation is an asset that has been given the Workstation asset type. If you have added workstations to your database, you should associate them with the audited workstation data. You can document the discovered software to associate it with the software 228 ServicePRO Training Guide

products in your ServicePRO database. This will allow you to check your software License Compliance. Configuring the Client Audit Add-In The discovery schedule can be set up to scan the machines or retrieve information from a client audit add-in installed on the machine. To do this, you first need to install the Audit Client on the machines that you want to audit. You can run the installation from the following location: \HELPSTAR\HLPSTRCS\HSAuditClientCS.EXE The Audit Service uses the NT service logon account to connect to the network machines and gather the hardware and software details using WMI. When the client is configured and running on the target machine, you must schedule the Audit Service from a HelpSTAR ServicePRO selecting the target machines from the domain tree. When the scheduled time arrives, the Audit Service will initiate the audit process, and the target machines will send the information to ServicePRO. The collected data can be viewed in the Discovered Hardware or Discovered Software windows Configuring your Login Script to Perform the ServicePRO Audit HelpSTAR ServicePRO provides a means of auditing a machine using a login script. This is ideal for machines not on a trusted domain or those that are not constantly powered on. In order to audit machines that are not in a trusted domain, they must be able to connect to the workstation hosting your ServicePRO network installation. The audit script must be configured so that the first part points to the executable file "HdtcAudit.exe" that will audit the workstation, and the second part points to the "Scan" folder where the audited data will be written to an XML file. In the following examples of login scripts, the mapped drive "T" hosts the HelpSTAR ServicePRO network installation. Start T:\HelpSTAR\Hlpstrcs\Scan\HdtcAudit.exe /Path:T:\HelpSTAR\ Hlpstrcs\Scan Note: The Network Audit Service must be running and have ALL rights to the "Scan" folder. You must configure the Network Audit Service to scan the audited data in the XML file created by "HdtcAudit.exe". To do this you must edit a value in the file "AuditService.exe.config", which is located in the "AuditService" directory on the machine where you Installed the Network Audit Service e.g. C:\HelpSTAR\HLPSTRCS\Modules\AuditService. Open this file in Notepad and locate the following line: <add key="hsfilescan" value="0"/> Change the value to "1" to enable the file scan function. Now the Network Audit Service will scan the XML file once a day for new audited data. If you want the Network Audit Service to scan the XML file more frequently than once a day, open "AuditService.exe.config" in Notepad and locate the following line: <add key="hsfilescantimer" value="0"/> 229 ServicePRO Training Guide

By default, the value "0" sets the scanning interval to once a day. You can replace this value with 1, 2, 3, etc. to set the interval to hours i.e. 1, 2, 3, etc. hours. Current Workstation Click on this icon to run an audit on the workstation where you are currently logged in. This audit identifies and displays all hardware and software currently installed on your workstation. 1. From the Auto Discovery click on the Current Workstation icon. When the audit completes, the Discovered Items window appears, as shown below, displaying the audit results for your machine. These results include the following information: Summary This page lists general information regarding your workstation such as computer name, processor speed, operating system, and IP Address. Device Drives This page lists all devices connected to your system along with their information; similar to Window s Device Manager. Disc Drives This page displays the disk drives (local and network) accessible from your computer. Printers This page displays all printer devices installed on your workstation. Communication Settings This page displays information about your communication ports. Installed Software This page displays all software installed on your workstation. 230 ServicePRO Training Guide

Figure 178. Discovered Items Window. 231 ServicePRO Training Guide

Query Designer 1. From the Assets/Configuration page, go to the Discovered Items task group and click on the Query Designer icon. The Discovered Items Properties window opens as shown below. Use this window to create a custom query to filter and view information regarding items discovered in an audit. Figure 179. Discovered Items Properties Window Query Designer 232 ServicePRO Training Guide

2. From the Request Field Selection tree view, click on the fields you would like your query to filter, as shown in the figure below. Figure 180. Query Designer--Field Selection. 3. The Design and Preview work area contains two pages: Design Query and Preview Query Results. 4. On the Design Query page, click on the desired filed in the Criteria column to define criteria for the request field item. The Selection Criteria window opens as shown in the figure below. 5. Enter the criteria for your query. Figure 181. Query Designer--Selection Criteria Window. 6. In the Selection Type work area, click on the And or Or radio button to select the operator you want to use to combine your search strings. In the example in the figure above, the query will find all the Drives with the name C: OR D: 7. Click on the OK button. 8. Click on the Preview Query Results page to view all items matching your query. 9. You can then perform one of the functions listed below: Name Enter a name if saving the query. Refresh Results Refresh the results on the Preview Query Results page. Save Save the query. Print Results Print the query results. Export Results to MS Excel Export the results to Excel for further analysis or modification. 233 ServicePRO Training Guide

My Queries From the Assets/Configuration page, go to the Discovered Items task group and click on the My Queries icon to open the Query Listing window, as shown below. This window helps you create new, run, update, or delete an existing discovered item query. Figure 182. The Query Listing Window. 234 ServicePRO Training Guide

TRY IT 1. Create an asset. 2. Allocate the asset to yourself. 3. Submit a service request for a problem asset (the one you created) and link the request to this asset. Exercise Creating an Asset. TRY IT Workstation Auditing 1. From the Assets/Configuration page, click on the Audit My Workstation icon in the Document task group to audit your workstation. Allocate a Scanned Workstation to a User 1. From the Assets/Configuration page, click on the Discovered Hardware icon in the Document task group. 2. Locate your workstation in the Discovered Hardware pane and drag it to the Create New Asset icon. 3. In the New Asset window, click on the Allocated To drop-down list and click on the User menu item. 4. In the Find a User window, locate and highlight your user name and click on the Select User icon in the Home toolbar to allocate the workstation to yourself. 5. In the New Asset window, click on the Save icon in the Toolbar to save the new asset. Exercise Auditing a Workstation. 235 ServicePRO Training Guide

Purchasing Tab The Purchasing tab provides access to the features and functions needed to add, update, and view purchase requests and purchase orders. Purchase requests enable users to request products in the same manner that they request support. The following conditions apply: Users with Asset Administer or Submit Roles can enter purchase requests on behalf of other users. When a purchase request has been created, it must be approved by a user with Purchase Approval Roles before a purchase order can be generated. When products are received, they become assets in HelpSTAR ServicePRO. These assets are allocated to users, Organizational Units, companies, or other assets for which they were ordered. Toolbar Overview The Purchasing tab, shown below, helps users with Purchaser Roles create and manage purchase requests through all states of the process approval, placing an order, and receiving an order. 1 2 3 4 5 Figure 183. Purchasing Toolbar. The Purchasing toolbar includes five task groups: 1. New 2. Purchasing Tasks 3. View 4. Administer 5. Data Analysis 1 New Task Group Purchase Request Create a new purchase request. 236 ServicePRO Training Guide

2 3 4 5 Purchasing Tasks Group In Dispatch Go to the In Dispatch view to find recently submitted purchase requests. Approve Approve or partially approve items requested in a purchase request. Place Order Place an order for items approved in a purchase request. Receive Specify an item as being received in ServicePRO. Void PO Void a purchase order. View Task Group Purchase Requests View purchase requests at different stages of the purchasing process. You can view purchase requests that are: In Dispatch, awaiting approval, approved, declined, ordered, and received. POs View opened, closed, or voided purchase orders. Also, use the search feature to locate a specific purchase order. Administer Task Group Products Add new products or manage existing products. Use the Manage Existing feature to edit or de-activate products no longer used by your company. Vendors Add new vendors or manage existing vendors. Use the Manage Existing feature to edit or de-activate vendors no longer used by your company. Assign Product/Vendor Use this option to associate a specific product to a vendor. Purchase Order Options Set default values for your company s shipping or billing address, mailing method, and terms and conditions. Data Analysis Task Group Reports View reports related to purchasing. 237 ServicePRO Training Guide

Logging New Purchase Requests End User 1. From the Home page, click on the New Service Request icon. The End User Request Type Selection dialog box opens. 2. In the dialog box, select the Purchase Request option. 3. If applicable, select the purchase request type using the Request Type drop-down list. Request types can be created via the Custom Fields feature. 4. The New Purchase Request window appears as shown below. Figure 184. New Purchase Request--End User. 5. Enter a name for the request in the Title field. 6. Enter a description of the requested purchase in the Memo field. 7. Click on the Add or Update button to select a product and the quantity desired. NOTE: The products must already have been added to the system to be listed in this panel for selection. 8. If you want to add another product, click on the line labeled Click here to add new item and enter new product details. 238 ServicePRO Training Guide

9. Enter the urgency and due by date (if applicable). 10. Click on the Save icon in the Toolbar. Purchase Request Status You will be notified via an alert when your purchase request is approved, partially approved, declined, or returned to you. You can check the approval status of your purchase requests with the My Requests feature on the Service Requests page. Logging New Purchase Requests Privileged User Users with Purchaser or Submit Roles can submit product purchase requests on behalf of other users. 1. From the Purchasing tab, click on the Purchase Request option. The New Purchase Request window shown below will be displayed. Figure 185. New Purchase Request--Privileged User. 2. If applicable, select the purchase request type using the Request Type drop-down list. Request types can be created via the Custom Fields feature. 3. To submit a purchase request on behalf of another user, click on the Requester drop-down list, and find or add a user. 4. Enter a name for the request in the Title field. 239 ServicePRO Training Guide

5. In the Importance work area, enter the User Urgency. 6. In the Scheduling work area, enter the Due By date (if applicable). 7. In the Current Location work area, enter where you want the request to be moved to by selecting a specific queue or Support Rep from the Move To dropdown list. 8. In the Memo work area, enter Time Worked and a description of the requested purchase in the Memo field. 9. Select requested purchase items from the Line Items panel. Click on the first line to select a product and the quantity desired. NOTE: The products must already have been added to the system to be listed in this panel for selection. 10. If you want to add another product, click on the line labeled Click here to add new item and enter new product details. (This feature is only available for privileged users. End users cannot add a new product.) 11. If you have Purchase Approval privilege, you can also provide additional data in the panel fields, such as Approved Qty and Urgency. 12. Click on the Save icon in the Toolbar. Purchase Request Status As a privileged user, you will be notified by an alert when purchase requests that you have created are approved, partially approved, declined, or returned to you. You can also check the approval status of all purchase requests in the system by going to the Purchasing tab and clicking on the Purchase Requests icon in the View task group. TRY IT 1. Log a purchase request on your own behalf. 2. Note the request number provided after you click on the Save icon in the Toolbar. Exercise Logging a Purchase Request. 240 ServicePRO Training Guide

Purchasing Tasks Group Use this task group to access features that help you perform common tasks such as approving a purchase order, placing an order, receiving an order, and voiding a purchase order. When a purchase request has been created, it must be approved by a user with Purchase Approval Roles. Before it can be approved, the request must be assigned to a user or queue. Privileged users will receive an alert when a purchase request has been forwarded to their assigned queues or to their In Service folder. Purchase requests In Dispatch are not eligible for approval. In Dispatch 1. From the Purchasing tab, click on the In Dispatch icon to view a list of requests currently In Dispatch. The list shows both service requests and purchase requests. This option helps you route requests In Dispatch to the appropriate queue or Support Rep. 2. Users must have Dispatch Roles to use this feature. TRY IT 1. From the Purchasing tab, click on the In Dispatch icon in the Purchasing Tasks group. 2. Double-click on the purchase request that you logged. 3. In the Request Details window, locate the Move To task group on the Home toolbar. 4. Click on Another Rep s Service. The Find a Support Rep window opens. 5. Select a user with the Purchase Approval privilege. 6. Update the information in the Memo field. 7. Click on the Save icon in the Toolbar. Exercise Dispatching a Purchase Request. 241 ServicePRO Training Guide

Approve 1. From the Purchasing tab, click on the Approve icon to open the Purchase Request Approval window as shown in the figure below. Use this window to approve or decline the entire request, and to update the request before approving. Figure 186. Purchase Approval Window. Approving or Declining a Request 2. From the Purchase Request Approval window, highlight the item in the Request Approval List that you want to approve or decline. Click on the Approve/Decline icon in the Approval View toolbar. A drop-down menu appears and presents you with three items to choose from: Approve All Line Items To approve the purchase in full, click on this menu item. Partially Approve To partially approve the purchase, click on this menu item. 3. The Update Purchase Request window opens with the cursor in the Approved Qty cell in the Line Items panel. 4. If the requested quantity is greater than 1, you can reduce that amount by entering a lower number. You can also change products. 5. If the total approved quantity is less than the requested quantity, the request will be considered partially approved. 6. Add a description of your action in the Memo field. 242 ServicePRO Training Guide

Updating a Request 7. Click on the Save icon in the Toolbar to save your changes. Decline All To decline the purchase in full, click on this menu item. 8. Close the Purchase Request Approval window when you have completed these steps. 1. From the Purchase Request Approval window, right-click on a request and select the Update Request menu item. The Update Purchase Request window opens to help you make your changes. 2. To change product information (including the approved quantity); double-click an item in the Product column of the Line Item(s) panel. You can also click on the More button for the corresponding item. 3. To change allocation, click the line item s More button and change the value in the Allocated To drop-down list in the Requested Item work area. 4. Click Save in the Toolbar. TRY IT 1. From the Purchasing tab, click on the Approve icon. 2. Highlight the purchase request that you logged. 3. Enter the Approved Qty. 4. Click on the Save icon in the Toolbar. Exercise Approving a Purchase Request. 243 ServicePRO Training Guide

Place Order When the purchase request has been approved, a user with Purchaser Roles is required to place purchase orders. Generating Purchase Orders from Purchase Requests 1. From the Purchasing tab, click on the Place Order icon. The Place Order window will open if purchase requests have been approved. 2. When multiple vendors sell the same product, the vendor associated with the lowest cost will be shown in the Approved Items panel. The bottom pane of the window provides a purchase order preview. Products sold by the same vendor will be grouped together in a purchase order. Figure 187. Selecting Approved Purchases. 3. Highlight an item then click on the Place Order button. The New Purchase Order window opens as shown below. 4. If applicable, select the purchase order type from the PO Type field. 5. Purchase order numbers (PO#) are automatically generated in sequence based on the date. If needed, you can change this number. 244 ServicePRO Training Guide

Figure 188. Placing a Purchase Order. 6. Modify the following order items as needed: To add new items from the same vendor, right-click on the item under the Product column then click New Line Item. To edit the price of an item, double-click a line item and edit the amount. To change allocation or part number, click on the More Info cell for the line item. If applicable, use the lower half of the window to enter tax, shipping charge, and discount information. If applicable, enter billing and shipping information on the Ship To/Bill To page. Shipping addresses are automatically entered if they have been configured in System Options. 245 ServicePRO Training Guide

7. Click on the Save icon in the Toolbar. Generating Purchase Orders Manually 1. From the Purchasing tab, go to the Purchasing Tasks group and click on the Place Order icon. 2. Click on the New Purchase Order icon. The New Purchase Order window will appear. 3. Purchase order numbers (PO#) are automatically generated in sequence based on the date. If needed, you can change this number. 4. By default, your name appears in the Approved by field as the purchase authorizer, but you can select any other privileged user in your company. 5. From the Vendor Name drop-down list, select a vendor for the products you want to order. 6. To add a product, click the drop-down list in the Product cell of the Line Items panel. Select the products you want to add to the PO. If applicable, you can also add a new product or assign an existing product to the vendor you have selected. 7. The default value entered in the Quantity cell is 1. You can change this number as needed. 8. The item s Price is entered automatically, but can be manually edited if needed. 9. By default, the product is allocated to Inventory. Click on the More Info cell for the item to change allocation information before you generate the PO. You can also change allocation after the purchase is received. 10. Click on the Save icon in the Toolbar. TRY IT 1. From the Purchasing tab, go to the Purchasing Tasks group and click on the Place Order icon. 2. Highlight the item that you logged. 3. Click on the Place Order button. 4. Review the new purchase order. 5. Note the PO number provided after you click on the Save icon in the Toolbar. Exercise Placing an order. 246 ServicePRO Training Guide

Receive When an order has been received, record its information using the Receive Order feature. The received items become assets in HelpSTAR ServicePRO, and by default are allocated to the requester of the initiating purchase request. The Asset Administer privilege is required to receive purchase orders. 1. From the Purchasing tab, click on the Receive icon. The Receive window opens as shown below. Figure 189. Receiving a Purchase Order. 2. All purchase orders waiting to be received are listed in the Receive panel. To receive the items in a purchase order, highlight the item under the PO# column. 3. Double-click the Received Qty column to enter the number of items received. Repeat this process for each product you are receiving. 4. When all products in the PO have been received, the system closes the PO. A received product becomes an asset allocated to the requester for whom it was ordered. 247 ServicePRO Training Guide

TRY IT 1. From the Purchasing toolbar, go to the Purchasing Tasks group and click Receive. 2. Highlight the purchase order that you created. 3. Enter the Received Qty, and click Save. Exercise Receiving a Purchase Request. Void Purchase Order Use this feature to void an open purchase order. 1. From the Purchasing toolbar, click on the Void PO icon. The window shown below appears. Figure 190. Void Purchase Order Window. 2. Open purchase orders are listed in the Void Purchase Order panel. 3. In the PO# column, highlight the purchase order you want to void then click on the Void PO icon in the Void PO View toolbar. 4. ServicePRO displays confirmation message. Click Yes to confirm that you want to void the selected purchase order. 248 ServicePRO Training Guide

5. To view voided purchase orders, from the Purchasing tab, click the on the PO icon in the View task group. 6. You can re-issue a voided PO by highlighting the PO you want to re-issue, and clicking on the Reorder Items button. 7. Update the PO and click on the Save icon in the Toolbar. Purchase Requests From the Purchasing toolbar, go to the View task group and click on the Purchase Requests icon to display a menu of purchase requests grouped by the following status: In Dispatch Purchase requests that have yet to be assigned to a queue. Awaiting Approval Purchase requests that have yet to be approved. Approved Purchase requests that have been approved. Declined Purchase requests that have been declined. Ordered Purchase requests that have been ordered. Received Purchase requests that have been received. Click on any of the menu items to open a window that displays the current list of purchase requests in the related state. 249 ServicePRO Training Guide

POs Use this feature to display a menu of purchase orders that are Opened, Closed, or Voided. You can also use the Find menu item to locate purchase orders by entering in relevant search criteria. Find Purchase Orders 1. From the Purchasing tab, go to the View task group and click on the POs icon in the View task group. 2. From the menu provided, select the Find menu item. 3. To shorten the list of orders displayed, select a filter parameter option from the Search field, as shown in the figure below. Certain parameters, such as PO Number, activate the Match field. Use these qualifiers with the Value field to search for a specific item. For example, you could search for PO Number Starts with 20130920. Figure 191. Find Purchase Order Window. Return to the Home > Purchasing tab. Click on the icons in the Purchasing toolbar to: Add a new purchase order. Print the PO or the entire grid. View purchase order details. 250 ServicePRO Training Guide

Administer Task Group Clicking on the icons in this task group opens windows that help you perform administrative purchase request tasks such as adding and managing products and vendors, or changing purchase order options. Figure 192. Administer Task Group. Purchase Order Options The Purchase Order Options feature helps you enter default values for billing/shipping addresses, mailing instructions, and terms and conditions. When placing a purchase order, similar fields in the New Purchase Order window s Ship To / Bill To page display the information entered in the Configure Purchase Order Options window. These fields can be edited as required. 251 ServicePRO Training Guide

Knowledge Management 252 ServicePRO Training Guide

10 Knowledge Management ServicePRO s Knowledge Management helps you create and maintain your database of best solutions. These Best Solutions provide your Support Reps and end users with a searchable knowledge base of commonly-encountered problems and their solutions. Support Reps can add new best solutions as they encounter and solve new problems. Users with HelpSTAR Administrator role can make the Best Solutions feature available to all users, thereby reducing the number of calls that need to come to your Help Desk. Furthermore, users with the HelpSTAR Administrator privilege can view and search draft and published articles. They can also add and update existing knowledge base articles. As your database grows, searching for historical requests takes longer. Too many results can be found for a search phrase, making it unclear which is the correct solution. The Best Solutions feature can help by: Building a list of common problems and their solutions. Building a concise knowledge base of solutions because they are stored separate and apart from the historical service request information. Find Best Solution The Find option will bring up a Find Best Solution window. This window allows you to set the filters for your Best Solution search. 253 ServicePRO Training Guide

Figure 193. Find Solutions. 254 ServicePRO Training Guide

1. In the Search Phrase field, enter the text you want to include in your search. 2. Click on the Search In checkboxes to include the items in the search. 3. Click on the drop-down lists in the Solution Properties work area set condition on who the solution was created by, the type of solution, it s location and/or its category 4. Within the Keyword(s) work area, select the keywords you want to include in your search. 5. Click on the Find button. 6. A list of solutions matching these criteria will appear. Create New Best Solution The Create New Best Solution option group invokes the New Best Solution window, which you use to add new best solutions to ServicePRO. Figure 194. New Best Solution Window. 1. In the Type field, select the appropriate Best Solution Type for this solution. These are configured within ServicePRO s Custom Object Designer 255 ServicePRO Training Guide

2. In the Title field, enter a brief and accurate problem description. This title will be seen in the Best Solutions list and should be relevant for search purposes. 3. Select the Location for this solution. This is the ServicePRO division that this solution belongs to. For example, if this was a solution on how to adjust the temperature in the office, the Location may be set to Facilities. 4. Select a Category for the best solution. 5. Keywords are optional. To add keywords, click on the Add button. 6. Select all applicable keywords from the list by dragging them from the Available Keywords list to the Selected Keywords list. 7. If this solution is related to another, select the related solution by clicking on the Add button adjacent to the Related Solutions field. Filter the list of solutions then select the related solution by highlighting it and clicking on the Add button. 8. Enter a detailed description of the problem in the Problem Description field. 9. Enter a detailed resolution for the problem in the Solution field. The Rich Text Editor allows you to alter the font style and size used in your resolution. 10. Click on the Save icon in the Toolbar. When you save, a message appears to indicate that the best solution is a draft. Best Solutions Listing The Best Solutions Listing option displays the solution listing window. This windows displays a list of draft internal and published solutions. Figure 195. Best Solution Listing. 256 ServicePRO Training Guide

Solutions exist in one of four states: Published Globally Globally Published solutions are available to all ServicePRO users. 1. From the Best Solutions Listing window, click on the Published Globally icon. 2. A list of Best Solutions currently Published Globally is listed. 3. From this view, a Published solution can be updated, un-published, deactivated or printed. Published Internally Internally Published solutions are available to all Privileged ServicePRO users. 1. From the Best Solutions Listing window, click on the Published Internally icon. 2. A list of Best Solutions currently Published Internally is listed. 3. From this view, a Published solution can be updated, un-published, deactivated or printed. Draft Draft solutions are only available to your Support Reps and will not be visible to your end users. 1. From the Best Solutions Listing window, click on the Draft icon. 2. A list of Best Solutions currently in DRAFT is listed. 3. From this view, a DRAFT solution can be updated, published, deactivated or printed. Deactivated Deactivated solutions are retired and no longer available to users. 1. From the Best Solutions Listing window, click on the Deactivated icon. 2. A list of Best Solutions currently Deactivated is listed. 3. From this view, a Deactivated solution can be updated, reactivated, printed or permanently deleted. Suggested Solution Suggested solutions are best solutions that are offered to requesters by Support Reps as a fast and efficient way to resolve the issued. In Update mode of a service request, a Rep clicks on the Suggest Solution button on the View tab to see which best solutions, if any, might resolve the user s issue. ServicePRO suggests solutions based on the category and title of the request. The list will be filtered to show solutions containing similar keywords to the title of the service request. Example of Suggesting a Solution For this example, we ll use a request entitled Change Default Printer that has been assigned the Hardware category. The following process demonstrates the use of suggested solutions for this type of problem. 1. On the Lookup/Search tab of the Update Request window, click on the Suggested Solutions button. A List of Solutions window similar to the one shown below opens: 257 ServicePRO Training Guide

Figure 196. Suggested Solutions List. 2. Click on the Filter button to perform a text search of the best solutions database for additional solutions, if required. 3. If you think that a solution will resolve the requester s problem, select it by double-clicking the solution. This action inserts a reference to the solution in the memo field, as shown below. 4. The reference is a link to the suggested solution and indicates whether it is Published or Draft. This is important for a Support Rep to keep in mind because non-privileged users can only view published solutions. 258 ServicePRO Training Guide

Figure 197. Suggest Solution Inserted into a Request. After the Support Rep updates the request, the requester can access the solution by clicking on the suggested solution when viewing an open request. Suggested Solutions via Email When a service request is given a suggested solution, and an automatic email notification is set for the request (via the Notification field on the request), a hyperlink will be included in the email. This helps recipients view the suggested solution via the Web Portal. If your organization has not installed the Web Portal, only the solution title will be included in the email. Tracking Suggested Solutions Whenever you close a service request that refers to one or more suggested solutions, you are prompted to indicate whether the request was resolved using a suggested solution, as shown below. 259 ServicePRO Training Guide

Figure 198. Tracking Suggest Solutions. 1. Select Yes then select which solution(s) resolved the request. This is for statistical purposes and is an important indicator of the success of the best solutions database/knowledge base in resolving requests. The relevant reports are described in detail on page 347. 260 ServicePRO Training Guide

TRY IT Build a Best Solution from Scratch 2. From the Knowledge Management toolbar, go to the New task group and click on the Best Solution icon. 3. Build a best solution from scratch. 4. Add two keywords to the solution. Build a Best Solution Based on a Service Request 1. Select a service request from one of your queues, and click on the New best solution icon. 2. Relate the new best solution to an existing one. Find a Best Solution 1. Use the Find Best Solutions feature to find your new best solution. Exercise Building Best Solutions. Tips and Best Practices When creating best solutions ensure that you include any error numbers in the title for easier searching. When entering the resolution to the problem, make sure that you break it down into steps or bullet points to ensure that the instructions are clear. If users have to read a long block of text, they are less likely to follow/understand the instructions. Use the Attachment feature to attach patch files or diagrams to help the Support Rep resolve the problem 261 ServicePRO Training Guide

HelpSTAR ServicePRO Customization 263 ServicePRO Training Guide

11 Customize Tab The Customize tab provides tools to tailor ServicePRO to meet the specific needs of any organization. Custom Object Designer Custom Fields are used to customize ServicePRO to better suit your requirements. You can add Custom Fields to any HelpSTAR object: Service Requests Purchase Requests Purchase Orders Users Organizational Units Companies Categories Assets Queues Products Best Solutions About Custom Fields The Custom Object Designer role is required to add and modify custom fields. There are no limits to the number of custom fields that can be added to ServicePRO. Every ServicePRO object has a default type, called Generic, that includes predefined ServicePRO fields. There are three main considerations when planning custom fields: Define the new type for the object to which you are adding the fields. Create a tab that will contain the custom fields and add the fields. By default, your first tab on an object will be created for you. Define the Roles required to view or enter information into the fields. NOTE: Plan custom fields carefully. We strongly recommended that you run a complete backup of your HelpSTAR database before adding custom fields. Adding Custom Fields Add the new object type. Add the tab where the fields will appear. Add the fields to the tab. 265 ServicePRO Training Guide

Adding the Type and Tab for a Service Request 1. From the Customize tab, and click on the Custom Object Designer option. 2. To add a new service request type, highlight the Service Request object in the Predefined Object tree. Then, click on the Add icon on the Update tab, Object Type group. You can also click on the Service Request option on the dropdown menu under the Add icon. 3. Under the Predefined Objects pane, the new object is added to the list under a generic name. To give it a new name, select the Rename Object option under the Object Type group of the Ribbon toolbar. The default name for the new type is New [Object Name]. 4. By default, the first tab in your object will be created for you. In the Properties pane of this tab, enter a name. Figure 199. Adding the New Type and Tab for a Custom field. Associate Categories to a Request Type When a Service Request type is created, you can specify which categories will be available when it is used. Associate Teams to a Request Type Service Request types can be associated with only specific teams. Only users within those teams will have the ability to log or view these types of requests. Adding Permissions to the Tab Setting permissions for tabs are based on user Roles. By selecting or de-selecting a user role, you can specify who can access a custom field. 266 ServicePRO Training Guide

1. Click on the Grant Access button in the Ribbon Toolbar under the Tab workgroup. 2. In the Update column on the Permissions tab, assign the user Roles required to update the data on the related tab. 3. In the View column on the Permissions tab, assign the user Roles required to view the data on the related tab. NOTE: When you select a particular privilege under the Update column, it is automatically selected and grayed out under the View column because users who can update a field must be able to view it. Add a Field to the Tab 1. From the Input Fields pane in the left panel, drag and drop a field type to be added. You can also doubleclick an Input Field to be added to your tab. 2. When a field is in focus, the Properties pane will reflect your new Custom Field. 3. Enter the new field s name in the Name field. 4. You can use the Description field to explain the field s purpose. This can be of value to other reps that look at the field in the future and need to understand why it was created. 5. Depending on the type selected, you have various options for field size and defaults. The table below provides more information about definitions and field options. 267 ServicePRO Training Guide

Table 2. Field Types, Definitions, and Options. Text Date Checkbox Dropdown Hyperlink Radio Button Type Definition Options Masked Entry A combination of numbers and text up to a maximum of 255 characters. Day, Month, Year. Note that this data type prompts a calendar to select a date from. Checkbox that helps for a single response of either checked or unchecked. A combination of options that are specified for your requirements A URL that a user can launch when updating or viewing an object s details. Allows for multiple selection of an options list Allows you to create a field with a specific format Single or multi-lined specify if the field should populate a single line or multiple lines. Size maximum number of characters Default available, but not typically applicable to this field type. Default the date the field was created or the current day s date; applies to new records only. Default select Checked = True to have the field selected by default for new records. Specify a series of text or numeric values that can be selected in a dropdown list Size maximum number of characters. Default a URL that is entered by default during data entry. Can add multiple radio button entries as required by form Examples include IP addresses, phone numbers Function Several formula fields for use Addition, multiplication and averages Lookup Box Create a find object field based on your existing HelpSTAR object tables Can be used with HelpSTAR user, category, Organizational Unit, etc. Numeric Numeric with Decimal Date & Time Integer, a numeric value with no decimal. Default available, but not typically applicable to this field type. A number with a decimal. Size maximum number of characters. Precision maximum number of digits to the right of the decimal point. Default available, but not typically applicable to this field type. Date and Time. Note that this Default the date the field was created data type invokes a calendar or the current day s date; applies to new that you can use to select a records only. date. 6. Click on the Required checkbox to make the field mandatory. Users will not be able to save a request or changes to an object if this field is not populated with a value. ServicePRO will ask that a value that can be entered as a placeholder for empty records. Click on the Validation checkbox to set rules for the type of data allowed in the field. When you select this option, the Validation Rule tab appears. See Validation Rules on page 270 for more information. 7. Click on the Index checkbox to index this field for faster searching. This feature should only be selected for fields that are frequently accessed in ServicePRO searches, queries, and reports. 268 ServicePRO Training Guide

8. The Trace checkbox (not shown below) is available only for service request custom fields. Click on this checkbox to have a trace memo created when the related field is changed. The trace memo stores the old and new values. The figure below shows example custom field properties. Before saving the custom field, follow the next procedure to define the user Roles required for entering and viewing data in this field. Adding Permissions to the Field Setting permissions for custom fields are based on user Roles. By selecting or de-selecting a user privilege, you can specify who can access a custom field. 1. Select a field in the design area of your tab. 2. In the Modify Field group, click on the Grant Access option to assign the user Roles required to update the data in the related custom field. 3. In the View column on the Permissions window, assign the user Roles required to view the data in the related custom field. Figure 200. Custom Field Permissions. 269 ServicePRO Training Guide

NOTE: When you select a particular privilege under the Update column, it is automatically selected and grayed out under the View column because users who can update a field must be able to view it. Validation Rules If you checked the Validation checkbox when adding a custom field, follow this procedure to define conditions that must be satisfied for data entered in the field. Multiple validation rules can be added. 1. Move to the Validation Rule tab for the custom field. 2. From the Match field, select the basis for the rule: a. Contains Data entered into the field must contain a specific value. b. Does not contain Data entered into the field cannot contain a specific value. c. Starts with Data entered into the field must start with a specific value. d. Ends with Data entered into the field must end with a specific value. 3. In the Value field, enter the required value. 4. Click Add to add the rule. 5. If this custom field requires multiple rules, repeat steps 2 and 3 to add the next rule. 6. Before clicking Add, choose a selection type: a. Or The default value. If you choose this operator, the data in the custom field can match any one of the specified rules to be considered acceptable. b. And If you choose this operator, the data in the custom field must match all of the specified rules to be considered acceptable. 7. Click Add to add the second rule. Removing Validation Rules To remove a rule, highlight the rule you want to remove from the list then click Remove. Dropdown Values A dropdown value is a custom field type that provides a list of values that a user can select from in the form of a dropdown list. To create a static dropdown list, complete the following process: 1. Select Dropdown option from the Input Fields pane and drag to your tab. 2. Enter a Name for the list in the Properties pane. 3. Specify the Type of field you want to create. Once your type is created, you will be prompted to enter your selections. 4. In the Data field, enter a value. 5. Click Add. 6. Repeat steps 4 and 5 until all values are added for the new field. 7. Click Save to save the values. Other Button Functions Lookup Values Remove Highlight a value and click Remove to delete it. Set as Default Sets the default value for the list. Rename Highlight a value and click Rename to rename it. The value is removed from the list and appears in the Value field. Enter the new name then click Add to add it to the list. Move Up, Move Down Highlight a value then click the Move Up or Move Down button to reposition the value in the list. 270 ServicePRO Training Guide

A lookup value is a custom field type that provides a list of values that a user can select from in the form of a dropdown list or find window. These lookup values are primarily in the created from HelpSTAR Database Provides a list of existing values in ServicePRO. To create a lookup list from existing ServicePRO values, complete the following process: 1. Select LookupBox option from the Input Fields pane and drag to your tab. 2. Select the HelpSTAR Object Type this lookup field will be searching. 3. Enter a Name for the field and a Description. Saving and Updating Custom Fields 1. Click Save to save a new custom field. Repeat the procedures above to add custom fields to the tab. 2. When you have added all custom fields, click Save to update all corresponding HelpSTAR object forms with the new fields. 3. You can also schedule custom fields for creation. When all changes have been made via the Custom Object Designer, you can choose to save all changes immediately, or schedule them to be created at a later time. Changing and Deleting Tabs and Custom Fields To modify, copy, or delete tabs you can either: Right-click the mouse on the tab to see available actions Use the toolbar features to complete the task needed Custom fields can be modified by clicking on the field you want to update then clicking on the appropriate icon (Properties, or Delete) from the Modify Field task group. 271 ServicePRO Training Guide

Referencing an Existing Field Use this function to have custom fields derive values from an existing ServicePRO field. For example, you could add a custom field that displays the requester s Organizational Unit, as described below: 1. From the Reference Fields pane, select an object and drag to your tab. 2. You will be prompted to select a specific object type. 3. Update the properties for this field in the Properties pane. 4. Save and update the custom field. NOTE: Reference fields can only be used to display data and cannot be updated. 272 ServicePRO Training Guide

Notes on Specific Types of Custom Fields Custom Fields for Assets Custom fields can be created for assets in the same manner as other HelpSTAR objects. ServicePRO includes three predefined asset types. You can add custom asset types as needed. You can add asset types to ServicePRO without creating custom fields for them. An asset type is added to a dropdown list of available types when creating or updating an asset. The Asset Type field can filter assets when you search for them. ServicePRO also generates two reports that group assets by asset type. Custom Fields for Products Custom fields can be created for products in the same manner as other HelpSTAR objects. ServicePRO includes three predefined product types: Generic Product, Hardware, and Software. When a product is received via the purchase order process, it can be allocated to the requester for whom it was ordered. For the allocation to occur automatically the product must be designated as a "Managed Asset" the default. You can define a product as Consumable. These products (for example, expendable items such as printer cartridges and paper) will not be allocated when they are received. Asset administrators can select this product type when creating products that they do not want to allocate when their orders are received. The Consumable Asset allocation, shown below, is available when you add a new product type in the Custom fields window. Figure 201. New Product Type. You can add product types to ServicePRO without having to create custom fields for them. These types are added to the list of product types that ship with ServicePRO, available when you add/update a product. 273 ServicePRO Training Guide

Custom Fields for Companies Custom fields can be created for companies in the same manner as other ServicePRO objects. Three default company types (Default, Manufacturer, and Vendor) are predefined in ServicePRO. You can define additional types and any company can be assigned multiple Company Types. If you define other company types, an Other drop-down list appears in line with the Manufacturer and Vendor checkboxes for Company Type as shown below. If you do not define other company types, the Other drop-down list does not appear. Figure 202. Company Type. Company types can be added to ServicePRO without creating custom fields for them. Companies can be sorted by Company Type when searching. 274 ServicePRO Training Guide

TRY IT Create a User Termination Request Type 1. Create a request type for User Termination 2. Add the following fields: a. User to be Terminated Have them choose a user from the HelpSTAR database b. Date of Termination c. Email Handling Have the option to select whether the email account will be: i. Deleted ii. A backup of the PST file created and the mail account deleted iii. Route the mail to a different e-mail address iv. NA (User does not have an email account) d. If routing, indicate email address to which emails will be routed e. An Approval Field 3. Ensure all fields are displayed for this request type for all users. 4. Ensure that any changes to the fields are recorded in the request history which option is set for this? Exercise Custom fields. Tips and Best Practices Carefully consider the fields that you require before creating custom fields. Make use of the Required and Validation properties to ensure that correct data is entered into the field. When a custom Service Request Type has been selected for a service request, the relevant fields and their values will be shown in the service request details. Custom fields created for service requests can be included when designing service request queries. 275 ServicePRO Training Guide

Quick Request Templates Use Quick Request Templates to pre-set workflow settings on commonly logged tasks or events. 1. From the Customize tab, click on Quick Requests Templates. Select New from the ribbon. The Quick Request Template designer appears as shown below. Figure 203. Quick Request Template Designer. 2. The window displays a view similar to a new service request form. The three areas in this window need to be completed Template Properties, General Information and Memo. 3. In the Name field, enter a name for quick request template. 4. From the Status dropdown, select whether it is Published, In Draft, or De-Activated. This determines if the template will be available. Select Published to make the Quick Request available for selection from the New task group on the Service Requests tab. 5. Enter the Objective for the quick request. 6. The Status radio buttons 276 ServicePRO Training Guide

7. In the General Information, Importance, Schedule and Folder work areas, enter information about the service request that will be created by this Quick Request template. The example above maintains most default values, but has the following specific values: Request Title Summarizes the nature of the request. Category Tracks the category for the request; usually used for reporting purposes. 8. If applicable, in the Memo field, enter a standard memo that will be added when the template is used. You may also set the default amount of time worked that will be applied to this request Recurrence If this request should be launched on a scheduled interval, select the Recurrence option to schedule the automatic creation of this request. The Recurrence scheduling window will appear as shown below: Figure 204. Request Recurrence Scheduler 1. Select the occurrence of the Quick Request by selecting the daily, weekly or monthly radio button. 2. Set the frequency of this Quick Request to occur once at a specified time or at a timed interval. 3. Specify a date range for which this Quick Request should be launched. 4. If these settings have been previously configured and need to be removed, click on the Remove Recurrence button to delete the recurrence configuration. 277 ServicePRO Training Guide

Projects and Project Templates In a help desk environment, there are many scenarios where several tasks are related to the completion of others. ServicePRO offers the ability to link these tasks together in a parent-child relationship. Prior to discussing the creation of Project Templates, let s first take a look at Ad Hoc projects. Ad Hoc Projects can be created quickly by linking dependent tasks to a parent request. How to Add a Child Request In this scenario, a service request was logged to address a printer issue. Figure 205. A Service Request In our example, while addressing this issue, it has been determined that the printer requires maintenance. A separate request needs to be logged to request maintenance on the printer. To add a related task, a child task can be added by performing the following: 1. Click on the Project icon of a service request. 278 ServicePRO Training Guide

2. Select New Child Request from the drop-down. Figure 206. Project Tab Options 3. A request will be launched in a separate window. Click on the Save icon when the request is completed. 4. A prompt will appear confirming the request has been logged. Figure 207. Logged Request Confirmation 5. When viewing this request, a project structure will appear in the left pane as shown below: 279 ServicePRO Training Guide

Figure 208. Parent-Child Service Requests How to Merge Requests At some point, you might discover that two logged requests are related. For example, an incident could have been reported that had been caused by another problem. In ServicePRO, you can merge a child request to a parent request at any time by completing the following process: 1. Click on the Project icon on a request. 2. Select Merge from the drop-down. 280 ServicePRO Training Guide

Figure 209. Merging Two Requests/Projects. 3. The Merge window prompt will appear. This window allows you to filter requests by the following options: Requester Requester Company Requester Organizational Unit Advanced Find Request Number 281 ServicePRO Training Guide

Figure 210. Find Request Filter. 4. When you have selected the desired filter, specify the Date Range that you want to requests to filter by: Figure 211. Date Range Filter 282 ServicePRO Training Guide

5. A list of requests will appear by the search filter selected. Highlight and click on the request to be merged. Figure 212. Filtered Requests to Merge 6. Notice the Hierarchy Details for Request panes at the bottom of the window. The parent request will appear in the left pane. To merge a request, select and drag the child request to the parent request. Figure 213. Merge Request Window. 283 ServicePRO Training Guide

7. When the request appears as a child request of the parent request, click on the Save icon to save the parentchild relationship. Figure 214. Merged Requests 284 ServicePRO Training Guide

8. When the request has been merged, the tree structure of the request will appear in the left pane of the Project tab in the Request Details window. Figure 215. Parent-Child Requests How to Remove a Request from a Project A request can be removed from a project at any point. To do so, perform the following: 1. From the Project pane, highlight a request in the tree structure to select it. 2. From the Project icon in the ribbon, select Split From Project. 285 ServicePRO Training Guide

Figure 216. Click on Split From Project icon to remove the request. 3. A message appears that a request has been removed from the project. Figure 217. Request Removed from Project Message NOTE: A parent request cannot be closed unless all child requests have been closed. To reopen a child request, the parent ticket must also be opened. 286 ServicePRO Training Guide

Project Template Designer ServicePRO s Project Template Designer creates a group of service requests and purchase requests to manage multitask activities, such as setting up new employees. Project templates ensure that tasks are automatically generated, prioritized and routed to the relevant queue or Rep. 1. From the Customize tab, click on the Project Templates option. Click on the New icon. The window shown below opens. Figure 218. Creating New Project Templates. 2. The three areas in this window need to be completed: a. Template Properties, b. General Information, and c. Memo. This will make up the first request in the Project Template known as the Parent Request. All subsequent tasks to be completed within this project will have their own requests knows as child requests. Child requests inherit their properties from the parent unless otherwise specified during creation. These requests contain all the activities that must be performed to complete the project. 3. In the Name field, enter a name for the project. 4. Enter the Objective for the project. 5. The Status radio buttons determines if template will be available. Select Published to make the project available for selection from the New task group on the Service Request tab. 6. In the General Information, Importance, Schedule and Folder work areas, enter information about the service request that will be created by this project. The example above maintains most default values, but has the following specific values: 287 ServicePRO Training Guide

Request Title Summarize the nature of the request. Category Tracks the category for the request; usually for reporting purposes. Folder Place in a queue folder that pertains to new employees. 7. If applicable, in the Memo field, enter a standard memo that will be part of the template. Adding a Folder to the Project Child requests can be grouped into folders for easier viewing and organization of tasks. Creating folders is not required when creating a project template. Figure 219. Project with Folders and Child Tasks. 1. From the Home Tab in the New Project Template Designer, go to the Folders group and click on Add to add a folder. 2. Enter a name for the folder. 3. Add a Child Request to the Folder 4. From the New Project Template Designer, click on the folder in the Project Tree where the Child Request is to be added. 5. In the Child Tasks Group, click on the New Service Request icon. A Service Request form is opened and the Request appears in the Project Tree. 6. In the Task Properties work area, click on the Instantly radio button so that the child request is to be created immediately; otherwise, click the After Event radio button. 7. Enter a title for the task. By default this will be the Request Title for the request. 8. By default, the child request inherits its properties from the parent. Applicable fields can be changed to suit requirements. 9. Continue adding folders and child requests until the project is complete. 288 ServicePRO Training Guide

Adding a Purchase Request Task It may be necessary to include a Purchase Request in a Project Template. To do so: 1. Highlight the folder or task to which you want to add the purchase request. 2. In the Child Task group, click on the New Purchase Request icon. A Purchase Request form opens and the Request appears in the Project Tree. 3. Adding a purchase request to a project is similar to adding a service request. The different fields are: Create After Event Click on the Items icon at the far right of the Memo: The Memo area switches to a Line Items grid, where you can add Products for purchase. Some of the columns in the grid are, as follows: Approved Qty enter a number for the quantity to indicate approval. Status All purchase requests have a status of pending or approved. Allocation Indicate the recipient of the items being purchased. When the After Event radio button is selected in the Task Properties work area, the child request will be created only after a specified event occurs. 1. When adding or updating a child task, click on the After Event hyperlink in the Request Properties work area. The window shown below opens. 289 ServicePRO Training Guide

Figure 220. Create Task After Window. 2. The left pane lists the tasks/requests in the project. The request to be created, in this case Setup Laptop, is listed as the header for the Selected Task. 3. To specify the event that a task should be created after, select the task in the left pane to which you want to apply criteria. In this example, the Setup Laptop event should not take place until the Create AD Account task is completed, so you would select the Create AD Account task. 4. For the selected task, next, specify criteria to apply to that event. Continuing the example from above, the Criteria field has been selected. See the example below. The criteria for the status of the request must be closed. 290 ServicePRO Training Guide

Figure 221. Selection Criteria for a Task. 5. Enter criteria in this window. 6. Click Ok to save the criteria. In the figure above, the criteria dictates that the selected task ( Create AD Account ) has a status of Closed before the event ( Setup Laptop ) begins. Project Template Designer Notification Tab From the Notification tab, requests in a project template can be set to generate alerts or send text messages, email, and reminders. Figure 222. Project Template Designer Window Notification tab When you configure a notification, you can save it as a template for other projects or business rules. If templates have been previously created, they can be selected from the Existing tab in the window. Alerts 1. Enter a Name for the alert template. 291 ServicePRO Training Guide

2. To select the alert recipients, highlight an item and click on the Assign button, or double-click on an item in the Select from field, which will move that item to the Alerts will be generated for field. 3. Click on the Save icon in the Toolbar to save changes. Text Messaging and Email 1. Enter a Name for the text message or email template. 2. Select the To and CC recipients using one of these two methods: Click on the To or CC button to select specific users. Click in the To or CC field to set the cursor in the target field then double-click on a To/CC Variable. Using variables helps send email or text messages to all administrators, all Dispatchers, or other ServicePRO users. 3. Enter a Subject for the message. 4. Click on the Add Trace Memo checkbox to have the system stamp a request confirming that a text or email message was sent. 5. Enter the message in the Body text field. Double-click variables to use them in the message. Reminder Configuring a reminder is very similar to configuring text and email messages except that no CC and Subject lines are used, and you must use the Schedule Type field to set a specific interval or time. From the Schedule Type dropdown, you can set: Interval (for example, 0 days, 2 hours, 0 minutes), Interval and Time (for example, 2 days after run date at 9:30 AM) Date and Time (for example, 06/30/2004 at 9:30 AM). Recurrence If this project request should be launched on a scheduled interval, select the Recurrence option to schedule the automatic creation of this project. The Schedule Task window will appear as shown below: 292 ServicePRO Training Guide

Figure 223. Request Recurrent Scheduler 1. Select the occurrence of the project by selecting the daily, weekly or monthly radio button. 2. Set the frequency of this project to occur once at a specified time or at a timed interval. 3. Specify a date range for which this project should be launched. 4. If these settings have been previously configured and need to be removed, click on the Remove Recurrence button to delete the recurrence configuration. Manage Existing Project Templates To update and manage existing project templates to keep them current: 1. From the Customize tab, and click on the Project Templates icon. 2. Select Manage Existing from the drop-down list that appears. The window shown below appears. 293 ServicePRO Training Guide

Figure 224. Updating Projects. 3. Highlight a project and use the toolbar icons to: Create Project Request launch the project New create a new project Edit edit the highlighted project Change Status change the status of a project - Published, In Draft, or Retired Launch a pre-existing Project 1. From Home tab, go to the Service Requests tab, click on Create New Item, and from the drop-down select Project Requests. 2. A list of published Projects Templates appears. 3. Select the project to launch. 4. Review and change any applicable fields in the project, or in any of its tasks/child requests. 5. Click on the Save icon in the ribbon to save your work. 6. All service requests and purchase requests associated with the project are placed in the relevant folder as defined in the project template. 294 ServicePRO Training Guide

TRY IT Create a Termination Project Template 1. Create a project template for User Termination using the User Termination request type created in the Custom Object Designer exercise, and add the following tasks: a. Approval Request Sent to Robert Chase immediately. b. Disable Active Directory Account Created after Robert s approval c. Delete Email Account Created after approval and only if required d. Backup PST file and Delete Email Account - Created after approval and only if required e. Re-route the mail to a different e-mail address - Created after approval and only if required Create an Email Password Reset Template 2. Create a Quick Request template for an Email Password Reset. Exercise Quick Request and Project Templates. Business Rules for Inbound Email The Email Business Rules window helps your organization automate standard operations and customize workflow related to incoming emails. 1. From the Customize tab, click on Inbound Emails under the Business Rules option. The Email Business Rules designer appears as shown below. 295 ServicePRO Training Guide

Figure 225. Creating an Email Business Rule. Toolbar Overview The Email Business Rules window includes an Options tab as shown below. 1 2 3 4 Figure 226. Email Business Rules Toolbar. The Options toolbar contains four task groups: 1. Update 2. Display 3. Rules more options display in the ribbon once you click on a child rule in the HelpSTAR Rules pane. 4. Folder 296 ServicePRO Training Guide

1 Update Task Group Save Save changes that have been made. 2 Display Task Group Define which rules you want to display: Running Rules Rules that are currently active. Paused Rules Rules that are currently not running. 3 Rules Task Group Note: More options display in the ribbon once you click on a child rule in the HelpSTAR Rules pane. All the options then available to you are, as follows: New Create a new business rule. Pause Pause the rule selected in the HelpSTAR Rules tree view. Rename Change the rule name for the rule selected in the HelpSTAR Rules tree view. Delete Permanently delete the rule selected the HelpSTAR Rules tree view. Copy Copy the selected rule to your Windows clipboard 4 Folders Task Group New Add a new folder to help organize business rules. 297 ServicePRO Training Guide

Creating an Email Business Rule Let s create a business rule for the following scenario: Oceanhouse, Inc. would like ServicePRO to monitor incoming emails from users requesting a change. When an email comes in with the subject change request, Oceanhouse would like a request to be created with a change analysis type. Also, when this request has been logged, the user should receive an email requesting they log in to the Web portal to fill in additional required fields. General Tab To create a business rule for this situation, complete the following process: 1. From the Options tab, click on the New icon in the Rules task group. A Design work area with four new tabs appear, as shown below: Figure 195. General Tab. 1. Enter a relevant name in the Rule Name field. 2. Briefly describe the rule s purpose in the Description field. 3. By default, a rule will automatically start running as soon as it is created. If you prefer that the rule not run upon creation, uncheck the Start Rule Upon Saving checkbox before you save the rule. 4. Use the checkboxes under the Monitor Selected Email Accounts work area to specify the email accounts that you want to monitor. You can select any account that has been set up by your administrator. 5. The radio buttons in the Process Email From work area allow you to select what kind of email the business rule will handle: A. Email from All Users. B. Email from users whose email address is in HelpSTAR (the default). 298 ServicePRO Training Guide

C. Email from users whose email address is not in HelpSTAR. If you select option A or C, a frame appears below the radio buttons, as shown in the following graphic. ServicePRO needs to know how unknown (new) users should be handled. Figure 227. Process Emails From Options. For handling email from users who are not in the HelpSTAR database, you can either select an existing user as the requester (the default), or you can create new requesters based on their email addresses. If you click on the Existing Requester radio button, a drop-down list appears to help you select an existing user or add a new user who will become the requester. When the rule runs, for each email message received from an unknown user, the rule designer creates a service request from the requester you have selected. If you click on the Create New User From Email Address radio button (as shown in the figure below), for each email message from an unknown user, the rule designer uses the display name to add that user to the HelpSTAR database, and creates a new service request from that user. If there is no display name, the rule designer uses the email address to create the new user name. Figure 228. Create New User Settings. 1. In the Settings work area, click on the Enabled radio button if you want to allow the new user to log in to ServicePRO (Windows and Web Portal the default password will be helpstar ). 2. Click on the appropriate User Type radio button to define whether the new user is Internal or External (the drop-down list just below helps you choose the appropriate Organizational Unit or company for the new user). 3. Check the Send updates via email box if you want ServicePRO to automatically send updates to the users. For our scenario, we want to set the following Process Email From options because users requesting a change might not necessarily be in the HelpSTAR database: 299 ServicePRO Training Guide

Conditions Tab This tab helps you specify the requirements that an email must meet for a business rule to run on it. Figure 229. Conditions Tab. Under Which condition(s) do you want to check?, click on one of the following: with specific words in sender s email address with specific words in subject with specific words in body with specific words in subject or body For our scenario, we will use specific words in the subject of the email. 1. In the Description work area, click on the underlined value to edit that value. (The underlined value is a hyperlink that will pop up a Search List window like the one shown below.) 300 ServicePRO Training Guide

Figure 199. Search for Specific Subject Words. 2. In the Add New field, add words or phrases that you expect to appear in the email s subject line. 3. Click on the Add button after adding each word/phrase to build the list of words and phrases shown in the Search List work area. For our scenario, we will add Change Request. 4. Click on the OK button when you have completed adding words. NOTE: You can add more than one item in the Search List if needed. 301 ServicePRO Training Guide

Workflow Tab The Workflow tab helps you define the best work flow, including routing, for a selected request. Figure 200. Workflow Tab. When an email meets all of the conditions that were set on the Conditions tab, a request is created and automatically inherits the characteristics you set in this tab. For our scenario, we use the Workflow tab to select a Change Management request type and forward it to the Customer Service queue. Also, we define the Priority of these requests as High and set the value for Begin Work to ASAP. 302 ServicePRO Training Guide

Figure 230. Request Fields. Notifications Tab The Notifications tab helps you set up notifications you want to send when this business rule runs. You can have multiple notifications for one business rule. 303 ServicePRO Training Guide

Figure 231. Notifications Tab. There are four types of notifications: Alert Send an alert to notify appropriate personnel for the request affected when this business rule runs. Email Send an email to a user for the request affected when this business rule runs. This section has two tabs: New Create a new email template Existing Select a pre-existing email template Text Messaging Send email messages to text messaging devices (that use SMTP (web) messaging) of users who have enabled this feature. Follow-up Schedule an automatic reminder for yourself, or other Support Reps. For our scenario, we will use email notification. In the Email tab, click on the New link in the Caption column. 304 ServicePRO Training Guide

Email Tab Figure 232. New Tab. Email Template New Tab Using this tab, you can configure a new email notification. Name Enter a relevant Email Template Name. From Select the System Email Account this notification should come from. To Click on the To button and select the recipient for the email notification. You can also select from a list of pre-selected options in the Variables For work area. This feature helps you select a group of people who will receive notifications without having to individually select each person. For example, you can send the email to All Dispatchers. CC Click on the CC button to select recipients who should receive a carbon copy of the notification. Again, you can also select from a list of pre-selected options in the Variables For work area. Subject Enter a subject for the email notification. You can also enter variables in your Subject field using the Subject/Body section in the Variables For work area. For example, if you want the request number to show in the subject, you would select the Reference number variable. Trace Memo You can select this option if you want a request to be stamped when this memo is added. 305 ServicePRO Training Guide

Allow Reply to Update Request Select this option if you would like the requester or support rep of this request to be able to update this request by replying to this email Format Select whether you would like the email to be sent in plain or rich text format Body Enter the email body for this notification. Variables can also be selected in the body that will be automatically populated to referencing a specific request. Variables For This work area helps you add variables for the following fields: To/CC Select a variable for additional (carbon copy) notification recipients. Subject/Body Add a variable (such as Reference number, Requester name, and more ) in the Subject or Body fields. Re-notification/Interval In this work area you define how often a notification can be sent to the user. Possible intervals include: No re-notification Click on this radio button when only one notification is required for the user. Every time the rules run Click on this radio button to send a notification upon each scheduled run of the business rule. Every Click on this radio button to specify the exact interval after the first notification in which the notification should be re-sent by entering values in the adjacent hrs and Min after fields. When you have completed entering in the new email template information, click on the OK button. This email template will be added to the Email Notification list. NOTE: You can send more than one notification for a rule. For our scenario, the Email Template window will be set as follows: 306 ServicePRO Training Guide

Figure 233. New Tab Filled with Example Data. When you have completed entering in the new email template information, click on the OK button. This Email Template will be added to the Email Notification list. Email Template Existing Tab 307 ServicePRO Training Guide

Figure 234. Existing Tab. From the Email tab of Notifications, click on New. The window above opens. Select the Existing tab, which has email templates that already exist. Click on the related button to perform these tasks: Edit Modify the highlighted template. Copy Create a copy of an existing template. A new template will be created to which you can make changes. Delete Delete the selected template. When you have completed entering the information for the first email notification, click on the OK button. You can add notifications as needed. To configure another email notification, click from the Email tab. Business Rules Service Requests Use Business Rules to automate standard operations and customize workflow. 1. From the Customize tab, go to the Design task group, click on the Business Rules icon and select For Requests from the drop down list that appears. The Service Request Business Rules designer appears as shown below. 308 ServicePRO Training Guide

Figure 235. Creating a Business Rule for Requests. 2. The window displays the current list of service request rules in the Service Request Business Rules tree view to the left of the window. 3. A detailed tree view for the selected rule appears in the main work area. Updating an Existing Request Toolbar Overview When an existing request rule is highlighted, the Service Request Business Rules window includes an Options tab as shown below. 1 2 3 4 Figure 236. Request Business Rules Toolbar. 309 ServicePRO Training Guide

The Options toolbar includes four task groups: 1. Update 2. Display 3. Rules 4. Folders 1 2 3 4 Update Task Group Save Save or cancel changes that have been made. Display Task Group Select which rules you want to see: Running Rules Rules which are currently active Paused Rules Rules which are currently not running Rules Task Group New Create a new business rule. Run Run the rule that is selected the HelpSTAR Rules tree view. Pause Pause the rule that is selected the HelpSTAR Rules tree view. Rename Change the name for the selected rule in the HelpSTAR Rules tree view. Delete Permanently delete the rule that is selected in the HelpSTAR Rules tree view. Folders Task Group New Add a new folder to help organize your business rules. Creating a New Request Business Rule Plan the Rule to be created. Determine the following factors: The workflow to be achieved. The type of notifications to be sent by the business rule. When and how often the business rule is to run. Let s create a business rule for the following scenario: Elizabeth Hawthorne, a Human Resources Manager at Oceanhouse, Inc., uses HelpSTAR occasionally. She wants to be informed when a request is forwarded to any of her queues. She has decided a business rule would best address her situation. She wants to set up a rule that would notify her when something is forwarded to her Support Rep Specific Queue. 310 ServicePRO Training Guide

General Tab To create a business rule for this situation, perform the following: 1. From the Customize tab, and click on the Business Rules icon and select For Requests from the drop down list that appears. 2. In the Options tab, click on the New icon, The Business Rule designer appears as shown below: Figure 237. General Tab. 3. In the General Tab, General area, enter a relevant name in the Rule Name field. 4. In the Description field, define the rule s purpose. 5. By default, a rule will run automatically upon creation. If you prefer that the rule not run upon creation, uncheck the Start Rule Upon Saving checkbox before saving the rule. 6. In the Schedule work area, select how often the rule should run. 7. When you complete these steps, click on the Conditions tab. Conditions Tab 1. In the Conditions tab, specify the requirements that a request must meet to run a business rule. 311 ServicePRO Training Guide

1 2 Figure 238. Request Field Selection, and Design and Preview. The Conditions tab comprises two work areas: 1. Request Field Selection work area. 2. Design and Preview work area. 1 2 Request Field Selection Select fields needed to define the criteria for a business rule to run on. In the Design and Preview section, further specify which status to filter. Design and Preview Displays the database fields selected in the Request Field Selection work area. View/set the following options: Caption Displays the fields selected in the Request Field Selection work area. Selection Define the conditions the business rule looks for. Go to the Preview Query Result tab to view which requests will be affected by your business rule. This provides confirmation that the business rule is set up correctly. If the result is not as expected, the business rule may require changes. 312 ServicePRO Training Guide

Workflow Tab Request and routing options are selected in the Workflow tab. All requests that meet the conditions that were set on the Conditions tab will automatically inherit the parameter values set in this tab. So for our scenario, if a request does go into Elizabeth s SRS queue, and business rules are running, that request will change to show the parameter values defined here. For example, if Priority is set to Critical from this tab, all requests that go into Elizabeth s SRS will be set to Critical. 1 3 5 4 2 6 Figure 239. Workflow Tab. The Workflow tab has six task/information work areas that mirror a request. Enter any updates to be made to all requests meeting the conditions of the Business Rule. 1. General Information 2. Importance 3. Folder 4. Schedule 5. Asset/Discovered Item 6. Memo 4 5 In the scheduling area, you can see a checkbox labeled Apply Business Hours. ServicePRO allows you to take into account business hours when setting the scheduling for your business rules. So when you check this box, your 6 313 ServicePRO Training Guide

scheduling will be set according to your business hours. So, for example, if you set the schedule using an interval of one business day, and the rule initiates on a Friday, and you do not work weekends, the rule will not take effect until the following Monday. For our example, in the Workflow tab of the business rule, we set Priority to High and Begin Work to ASAP. Notifications Tab The Notifications Tab is where notifications are set to take place when the business rule runs and affects a request. Multiple notifications can be set for one business rule. Figure 240. Notifications Tab There are four types of notifications from which to choose: Alert Send an alert to notify appropriate personnel for the request affected when this business rule runs. Email Send an email to a user (which you can select) for the request affected when this business rule runs. Text Messaging Send email messages to text messaging devices (that use SMTP (web) messaging) of users who have enabled this feature. Reminder Schedule an automatic reminder for yourself, or other Support Reps. 314 ServicePRO Training Guide

Email Template For our scenario, we will use email notification. In the Email tab, click on the New link in the Caption column. A new window opens so you can configure your email notification. Figure 241. Email Notifications. This window includes two tabs: New Create a new email template. Existing Select a pre-existing email template. Email Template New Tab Using this tab, you can configure a new email notification. Name Enter a relevant Email Template Name. From Select the System Email Account this notification should be sent from. To Click on the To button and select the recipient for the email notification. You can also select from a list of pre-selected options in the Variables For work area. This feature helps you select a group of people who will receive notifications without having to individually select each person. For example, you can send the email to All Dispatchers. 315 ServicePRO Training Guide

CC Click on the CC button to select recipients who should receive a carbon copy of the notification. Again, you can also select from a list of pre-selected options in the Variables For work area. Subject Enter a subject for the email notification. You can also enter variables in your Subject field using the Subject/Body section in the Variables For work area. For example, if you want the request number to show in the subject, you would select the Reference number variable. Trace Memo You can select this option if you want a request to be stamped when this memo is added. Allow Reply to Update Request Select this option if you would like the requester or support rep of this request to be able to update this request by replying to this email Format Select whether you would like the email to be sent in plain or rich text format Body Enter the email body for this notification. Variables can also be selected in the body that will be automatically populated to referencing a specific request. Variables For This work area helps you add variables for the following fields: To/CC Select a variable for additional (carbon copy) notification recipients. Subject/Body Add a variable (such as Reference number, Requester name, and more ) in the Subject or Body fields. Re-notification Interval In this work area you define how often a notification can be sent to the user. Possible intervals include: No re-notification Click on this radio button when only one notification is required for the user. Every time the rules run Click on this radio button to send a notification upon each scheduled run of the business rule. Every Click on this radio button to specify the exact interval after the first notification in which the notification should be re-sent by entering values in the adjacent hrs and Min after fields. When you have completed entering in the new email template information, click on the OK button. This email template will be added to the Email Notification list. NOTE: You can send more than one notification for a rule. For our scenario, if you want to send another email notification to Elizabeth s managers to inform them that she has requests in her queue, you could configure another notification. Email Template Existing Tab This window helps you select an email template that already exists. 316 ServicePRO Training Guide

Figure 242. Existing Tab. You can also perform the following tasks: Edit Modify the highlighted template. Copy Create a copy of an existing template. A new template will be created and you can make changes as needed. Delete Delete the selected template. 1. When you have completed entering the information for the first email notification click on the OK button. 2. You can configure a second notification if necessary. To configure another email notification, click. For our scenario, we only need to send one email to Elizabeth Hawthorne, so we can go ahead and save the business rule. When you save the rule, you will notice that click on this icon. Run is now active. If you are ready to run your business rule now, 317 ServicePRO Training Guide

TRY IT Create Business Rules 1. Create a rule to notify Robert Chase of Users Set to be Terminated Today 2. Create a rule to close any request that has been Waiting for Response for over 10 Days 3. Create a rule to notify the reps assigned to a queue if a High Priority request has been in queue for over two days. Exercise Business Rules Memo Templates Use the Memo Template Designer to create, edit or delete templates of predefined text that privileged users can insert into request memos and emails. The Administer privilege is required to create Memo templates. They can insert the template text when they log or update requests by right-clicking in the Memo field and selecting Memo Templates. Creating New Memo Templates 1. From the Customize tab, click on the Memo Templates icon. The Memo Templates designer opens as shown below. 318 ServicePRO Training Guide

Figure 243. Memo Templates Display. 2. From the Home Tab, go to the Memo Templates group. 3. Click on the New icon. The window shown below opens. 319 ServicePRO Training Guide

Figure 244. Memo Template Designer. 4. Enter a name for the template in the Name field. 5. Check or uncheck the Private Memo checkbox depending on who is to be allowed to view the memo. 6. Enter the text of the memo in Memo field. 7. To insert variables into your message, place the mouse cursor in the position in the text where you want the variable to appear then double-click the applicable variable in the Memo Variables list. The example shown above uses the variables {Requester} and {Request Number}. 8. Click the Save icon in the Toolbar to save your memo template. Editing Memo Templates To edit a memo template, select the memo you want to edit and click on the Edit icon. Make the changes required then click Save to save the changes. Deleting Memo Templates To delete, simply highlight the memo you want to delete and click the Delete icon. This will permanently delete the memo. 320 ServicePRO Training Guide

Data Analysis 321 ServicePRO Training Guide

12 Data Analysis The Data Analysis option provides access to various features that help you report on the status and contents of your HelpSTAR ServicePRO database. You can view standard reports, or you can create custom reports to rate the performance of your Help Desk. Standard Reports and Custom Reports For information on Standard and Custom Reports, see the chapter, HelpSTAR Reports Charts Charts provide a snapshot view of Help Desk activity. To create a chart, perform the following: 1. From the File tab, go to the Data Analysis option and click on the Charts icon. 2. From the folders list in the Request Charts panel, as shown in the figure below, click on a folder and then select the chart from the right panel. 3. Click on the Run button. This will open a new window allowing you to set the criteria and type for the chart. Figure 245. Chart Folders List. 323 ServicePRO Training Guide

Figure 246. Chart Designer. Chart Properties 1. In the Chart Designer panel, specify: Metrics to be represented on the chart. Grouping options. Set Data Filters to specify the data range you want to include in the chart. 2. In the Ribbon work area, specify: Name of the chart. Set Public or Private - the chart accessibility options. Set Chart Type. Set Advanced Filter as necessary 324 ServicePRO Training Guide

Click on the Preview button to create the chart as shown in the figure below. 3. Click Save button to save the result of your work. Figure 247. HelpSTAR Chart by Category. Once you have created a chart, you can adjust the chart presentation to suit your preferences using the buttons provided on the Visual Properties panel, as shown below. Figure 248. Visual Properties panel. 325 ServicePRO Training Guide

Visual Properties Panel contains Horizontal Grid Lines Enable your chart to display horizontal grid lines. Vertical Grid Lines Enable your chart to display vertical grid lines. 3D Specify that you want to view a chart in 3-dimensional format. Show Legend Specify whether the legend should be shown or hidden. Chart Type Specify the chart type that you want to use for the data. 326 ServicePRO Training Guide

Dashboard The dashboard is a selection of charts that provide an instant overview of Help Desk ServicePRO performance. A typical dashboard looks similar to the example shown in the figure below. Users must have Data Analysis Roles to open the Dashboard. Use the Dashboard Designer to select the charts that you want to appear on your dashboard and to configure the conditions for displaying data on each chart. 1. From the File tab and click on Dashboard The Dashboard appears as shown below. Figure 249. Dashboard Dashboard Toolbar Figure 250. Chart Actions group Chart Actions Create Chart: It takes the user to the Chart Designer, where the user can create a chart. Add Existing Chart: Select a Chart (Public or Private) to be displayed in the Dashboard 327 ServicePRO Training Guide

Figure 251. Existing Charts pop-up window Edit Chart: It takes the user to the Chart Designer, where the user can edit the chart. Delete: Deletes the Chart from the select area in the Dashboard Print Preview: It takes the user to a preliminary view of the Chart print. Print: Prints the selected Chart Copy to Clipboard: Copy the selected Chart in the Dashboard to the Clipboard Copy to Clipboard: View a full Dashboard version of the chart selected. There are predefined charts in the applications which can be selected to be displayed, or the user can create their own charts with the opportunities offered in the Chart Designer. As already mentioned above Charts can be declared public or private. Public Charts will be available for all the users, while private will only available for the specific user. 328 ServicePRO Training Guide

Dashboard Designer The Dashboard Designer option is no longer required in this version. You can edit and view charts that should appear in your dashboard from the same window. Jclick on the chart area, and.then click the button for Edit Chart. 329 ServicePRO Training Guide

Queries On the File tab, go to the Data Analysis option and click on the Queries icon. This will open the Query Listing window. Figure 252. Queries View. Click on the New Request Query icon to bring up the Query Designer Window. Queries can be created to filter and view specific data about service requests. You can save queries for future use and make them available to others. The Query Designer window is shown below: 330 ServicePRO Training Guide

Figure 253. Query Designer for Requests. The Request Field Selection work area provides a tree view of the database fields available to view or set conditions. Expand items and use the checkboxes to select the fields you want to use in the query. As fields are selected, they appear in a table in the Design and Preview work area. Use this table to refine your query by applying various criteria. You can also define a sort order for the data and specify whether fields should be hidden or shown in the query results. 331 ServicePRO Training Guide

Refining Request Queries 1. View the settings for any cell in the Design and Preview tables by clicking in that cell. 2. Click in a cell in the Caption column to change the field name that should appear in your query. 3. Click in a cell in the Show Field column to view or hide that field in the query result. Use the drop-down list in the cell and select Yes to view the field or No to hide it. Figure 254. Query Designer with Fields Selected. 4. Click in a cell in the Sort By column to sort the data in the column in ascending or descending order. Leave this value at None if you do not want to sort. 5. If you chose to sort your query (in the previous step), define the sort order for each query item by entering a value in the item s cell in the Sort Order column. For example, if you wanted to sort the query by Status then Category then Current Priority you would enter a 1 in the Sort Order cell for Status, a 2 in the Sort Order cell for Category then a 3 in the Sort Order cell for Current Priority. 6. Click in a cell in the Ask Criteria on Execution column to define whether you want to be asked for criteria for the related field when you run the query. 332 ServicePRO Training Guide

7. Click in a cell in the Selection column to enter criteria for the related field. A window similar the one shown below appears. Figure 255. Selection Criteria Window. 8. Click on the And or Or Selection Type radio button to select the operator you want to use to combine your search strings. In the example above, the search would find requests that are either In Dispatch or In Service. 9. The first Criteria field lists the field you are using in the query. 10. Use the next field s drop-down list to select Equal to or Not Equal to define whether the field contents should equal ( or not equal) the selected value. 11. Use the final drop-down list to select the value for which you are searching. 12. Click on the Add button. 13. Repeat steps 9 12 to add conditions. 14. To clear a condition, highlight it and click on the Remove button. 15. Click on the OK button to save your selection criteria. 16. The Design and Preview table now appears like the one shown in the figure below. Figure 256. Query Definition Grid. 333 ServicePRO Training Guide

As you design your query, you can test it by clicking on the Preview Query Results tab to view results as shown in the figure below Figure 257. Query Designer with Preview Results Tab. Double-click a request on the Preview Query Results tab to view its details. Saving Queries 1. When you are satisfied with the query, use the Name work area to enter a name in the Query field. 2. If the query should be available to other users with Report Roles, click on the Public radio button. 3. If the query should only be accessed by the creator, click on the Private radio button. Running Queries From the Data Analysis tab, go to the View group, click on the Queries icon and select Manage Existing from the drop list that appears. From here, you can run private or public queries: 1. Open the My Queries folder to view and run the queries that are private to you. 2. Open the Public Queries folder to view and run public queries. 3. Highlight and double click query you want to run. The results will display in a grid similar to that shown in the figure below. 4. Double-click on a request to view its details. 334 ServicePRO Training Guide

Figure 258. Query Results. HelpSTAR provides pre-defined queries. TRY IT 1. Create a query to show all of the open requests that are in queue, sorted in order of priority. 2. Save the query using your name appended with Query Exercise. Exercise Service Request Query. 335 ServicePRO Training Guide

SLA Performance From the Files tab, go to the Data Analysis option and click on the SLA Performance icon to view a count of requests in the current month that meet or exceed the Service Level Agreement (SLA) Response and Resolution times set for your organization. The SLA Response Time chart shows the ratio (in %) of service requests that meet or exceed the Service Level Agreement. Both active and closed requests are included, and they are grouped by their current priority. The SLA Resolution Time chart shows the ratio (in %) of service requests that have met or exceeded the Service Level Agreement when they were closed. The requests are grouped by their current priority. You can right-click either chart to modify the display and date range, and you can click each priority bar to view a density graph as shown in the figure below. 1. Go to File- Data Analysis Charts 2. Click New Chart button 3. In Chart Designer on the left panel set SLA Response Status or SLA Resolution Status 4. Set other fields as necessary 5. Click the Preview button Figure 237. SLA Performance Charts. 336 ServicePRO Training Guide

Organizational Hierarchy Load From the Files tab, go to the Data Analysis option and click on the Organizational Hierarchy Load icon to view the current workload for each queue in your Help Desk, including the average time that requests spend in each queue. For each queue folder, the numbers of Active, Scheduled, Suspended and Waiting for Response requests are shown, along with the Average Time in Queue. Figure 259. Queue Load Summary. 337 ServicePRO Training Guide

Support Rep Load From the Files tab, go to the Data Analysis option and click on the Support Rep Load icon to view the current workload for each Support Rep on your Help Desk, including the average time that requests spend in the Rep s service. For each Support Rep, the number of requests in the Rep s service will be displayed. Figure 260. Support Rep Load Summary. 338 ServicePRO Training Guide

Team Load From the Files tab, go to the Data Analysis option and click on the Team Load icon to view the current workload for each Team on your Help Desk, including the average time that requests spend in the Team s service. For each Team, the number of requests in the Team s service will be displayed. Figure 261. Team Load Summary. 339 ServicePRO Training Guide

HelpSTAR Reports 340 ServicePRO Training Guide

13 HelpSTAR ServicePRO Reports HelpSTAR ServicePRO provides several standard reports so you can view and analyze your Help Desk data. You can also create your own custom reports as discussed in Creating Custom Reports. on page 351. Standard reports help you to review and analyze Help Desk activity. With these reports you can quickly compile information about specific users, Organizational Units and/or companies that you support. ServicePRO uses Stimulsoft to generate all of its reports. ServicePRO reports and custom reports are accessed from the Data Analysis tab, which is described in the previous chapter. View and generate reports by clicking on the Reports icon in the View task group. Standard Reports 1. To open a list of standard reports, from the Data Analysis option, click on the Standard Reports icon. The Reports window opens as shown in the figure below. Figure 262. The Reports Window Showing a Sample Report. 2. The window includes a Standard Reports toolbar, a Report List work area, and a Report Sample display area. 3. The Standard Reports toolbar, shown in the figure below, provides access to each report type included in ServicePRO. 342 ServicePRO Training Guide

Standard Reports Toolbar 1 2 3 4 5 6 Figure 263. Standard Reports toolbar. The Standard Reports toolbar includes six task groups: 1. Service Request Reports 2. Purchasing/Asset Reports 3. Project Request Review 4. Workstation Reports 5. Listing 6. Audit Trail 1 Service Request Reports Task Group View and generate reports related to service requests. 2 Purchase/Asset Reports Task Group View and generate reports related to purchasing and assets. 3 Project Request Review View and generate reports related to review of all project requests. 4 Workstation Reports Task Group View and generate reports related to audited workstations. 5 Listing Task Group View a listing of ServicePRO objects. 6 Audit Trail Task Group View and generate reports related to user s login attempts and changes to ServicePRO objects. 343 ServicePRO Training Guide

Service Requests Reports To generate any report, complete the following process: 1. Click on an icon in the Standard Reports toolbar to view reports available in that category. 2. Expand the folders in the Reports List to view the reports in each category. The available reports in each category will be discussed below. 3. To run a report, highlight it. The Description area briefly describes the report. 4. In the Date Range work area, select the date range for the report using one of the following methods: select a predefined range from the drop-down list select your own date range from the date drop-down lists 5. Click on the Preview Report button in the Date Range work area. A sample report appears in the Report Sample display area as seen in. Request Review Reports This category helps you view information for requests in varying degrees of details. Line Item Summary Report For each request opened in the chosen date range, the Line Item Summary Report includes a one-line summary of the request. Date range is the only input required. All requests opened in the date range are included in the report. One line in report for each request, no memos are shown. Requests are listed chronologically. The report can be grouped as shown in the table below: Table 3. Line Item Summary Report Groupings. Report Group Status and Priority Company Organizational Unit Support Rep Category Description Grouped by Status/Priority. Scheduled/Suspended requests grouped separately. Grouped by Company/User. Grouped by Organizational Unit/User. Grouped by designated Support Rep. Only one designated Support Rep for each request. There will be no designated Support Rep until such time as ownership has been set on a request. Grouped by Category. Summary Report For each request only the header information is shown. The same groupings are available as in the Line Item Summary Report. The same results can be generated in the Line Item Summary Report. 344 ServicePRO Training Guide

Detailed Work Report For each request, the Detailed Work Report includes a summary of the request, and all related memos in chronological order. This report has the same groupings available in Line Item Summary Report and generates the same results. The key difference is that all memos are shown. Overview Report For each request, the Overview Report includes only the totals for the related report. So for example if you want to do a Request Review to see how many requests each Organizational Unit has logged, you can use this report. You would choose the Organizational Unit and date range and when you run the report you will see only the counts for the requests logged by Organizational Unit the report does not include any other details. The Overview Report is also available for the Timesheet report in Support Rep Performance. Here, the Overview Report tells you only the amount of time each support representative worked for the time period specified without including any further details. Support Rep Performance Reports Overview Timesheet Report - missing Summary Timesheet Report This report provides a summary of work completed by your Support Reps. Key features of this report include: Report is based on individual ServicePRO memos entered. Includes a one-line summary for each memo entry in the specified date range, including the following information: ref #, request title, requester, company/organizational Unit, memo date/time, and hours worked. Date range is the only input required. Memos are listed chronologically. The same results can be obtained outside of reports using the Timesheet view on the Service Requests tab. Detailed Timesheet Report This report provides a more complete outline of all work completed by your Reps than Summary Timesheets because it includes all memos made in requests for a specified date range. Key features of this report include: Each memo entry includes: ref #, request title, hours worked, requester, company/organizational Unit, memo date/time, memo type, and memo text. Groupings available and results are the same as Summary Timesheets. Key difference: memo information is shown. Support Rep Efficiency Report This report provides a one-line summary for each request closed during the reporting period. Support Rep Efficiency Ratio is the average of Hours Worked/Hours In Service for all requests closed during the reporting period. The ratio is most meaningful when taken over periods exceeding one week. The closer this ratio is to one, the more efficiently the Help Desk is running. Key features of this report include: Information provided includes hours worked, days in service, and the request s title. 345 ServicePRO Training Guide

Queue Reports Efficiency Report Factors that affect Support Rep efficiency statistics: Rep s tendency to leave requests opens overnight or over the weekend (thereby increasing the Days In Service). This is not indicative of the Rep s efficiency. Rep s tendency to work on several requests simultaneously (Hours In Service accumulates for all of them, while only one can be worked on at a given time). Reps should be encouraged (to the extent possible) to schedule requests that they are not currently working on using the Begin Work date field. Rep s tendency to overstate the actual time worked on a request. Efficiency = Hours Worked/ Hours In Service. Days In Service does not include Days Suspended / Scheduled. The Queue Efficiency Report lists, by queue, all requests that were closed within a selected range. Resource constraints can be determined by comparing waiting times amongst queues. If some queues consistently exhibit higher average waiting times, chances are that your operation should assign more Support Reps to these queues. Key features of this report include: Requests are grouped according to the last queue they were in (those that were never in a queue are omitted). For every request listed, you are shown: ref #, date opened, date closed, request title, priority, hours in dispatch, and days in queue. Average times by priority allow you to assess the effectiveness of your prioritization levels. Support/Cost Billing Reports Billing Report The Billing Report is similar to the Detailed Work Report, but billing information is shown and full memo details are not. Some key features of this report include: For each request, this report includes a summary of the request, plus a one-line summary for each memo in chronological order, including the memo date/time, author, hours worked, and related charges. Available by company or by Organizational Unit. Helps you provide detailed summaries of time worked and the associated costs for your customers. Can assist the Help Desk manager to identify areas that over-utilize or under-utilize Help Desk resources. Can also be used in conjunction with your internal accounting system to generate revenue for the Help Desk. Billing reports consider memos and time worked in a request that were given a billable time code. A billings rate report is also available by Support Rep. 346 ServicePRO Training Guide

Request Resolution Reports Summary First Call Resolution Report This report shows the number and percentage of service requests that have been designated by Support Reps as being resolved on first contact. The report includes the number and percentage of requests that were resolved on first contact by a suggested solution, which indicates the effect of best solutions on the first-call resolution rate. Detailed First Call Resolution Report Two reports provide detailed looks at requests that have either been resolved or not resolved on first contact. The reports include a comprehensive summary of each service request, and all related memos in chronological order. Summary Suggest Solutions Report This report shows the number and percentage of closed requests that were resolved by suggested solutions, which indicates the effectiveness your knowledge base has regarding the resolution of requests. The report is grouped by category, Support Rep, or queue. Not Resolved by Suggested Solutions Report This report provides the details of all closed requests that were not resolved by suggested solutions. It includes a comprehensive summary of each service request, and all related memos in chronological order. The report is grouped by category, Support Rep, or queue. End User Satisfaction Reports User Satisfaction Report This report provides results of user satisfaction ratings registered by requesters. Three user-satisfaction reports are available: by Queue, by Support Rep, and by Category. These reports break down (by count and by percentage) satisfaction levels with respect to both timeliness and quality of service. The reports include all requests closed in the specified date range. Satisfaction By Queue and satisfaction By Category Reports let you see how well your Help Desk is servicing particular request types. Satisfaction By Support Rep helps you see how each of your Support Reps is performing. Overdue Reports Overdue Report This report is essentially a Detailed Work Report that includes only overdue requests. It presents a summary of the details of all overdue requests, grouped by requester, and includes all related memos in chronological order. 347 ServicePRO Training Guide

Purchasing/Asset Reports Purchasing Report Within the specified date range, the report shows all products that have not been received or that have only been partially received. Products are grouped by vendor and within each vendor by purchase order number. Asset Reports This group includes three kinds of Asset Reports: Asset Allocation, Asset Cost, and Asset Support. Asset Allocation Reports This report set shows all assets acquired within a specific date range. This set includes five reports: Asset Cost Reports All Reports on all assets, including non-allocated assets; grouped by asset type. By Company Reports on all assets allocated to companies. Assets reflected in this report are those allocated directly to the company, not for the users assigned to them. By Organizational Unit Reports on all assets allocated to Organizational Units. Assets reflected in this report are those allocated directly to an Organizational Unit, not for the users assigned to them. By User Reports on all assets allocated to users. By Asset Reports on all assets allocated to other assets. These reports are available in summary and detail formats, as described below: Summary Using different groupings, you can view a summary of the asset cost allocation for each company/organizational Unit, or the overall expenditure by asset type. Detail This report shows a detailed breakdown of the cost of assets acquired within a specific date range. The report is grouped by asset type: By Asset Type By Company Shows the costs of assets allocated to companies. Assets reflected in this report are those allocated directly to the company, not the users assigned to them. By Organizational Unit Shows the costs of assets allocated to Organizational Units. Assets reflected in this report are those allocated directly to the Organizational Unit, not the users assigned to them. Asset Support Reports These reports allow you to identify your organization s most troublesome assets, or those that have incurred the highest support costs. The reports show all assets that have been associated with service requests via the Item field. You can select from reports that rank assets in descending order by those having: the most associated requests the most request hours worked the highest costs (hourly rates x time worked) 348 ServicePRO Training Guide

If your organization has defined asset types, you can run Asset Support Reports that group problem assets by asset type. License Compliance Reports Two reports let you compare the instances of installed software discovered by the Network Audit Engine with the corresponding software assets in your HelpSTAR database. One report shows the license compliance for all software products. One report shows only the software products where there is a discrepancy between the number of owned and installed software products. Project Request Review Reports These reports provide information on the projects that you have running within HelpSTAR. You can generate reports with two levels of detail on your projects: Summary Report Detailed Report The project summary report shows all the project types (starting with ad hoc projects (such as merging and child requests made on the fly) followed by the different templates used (new employee setup and so forth). For each project, the report shows the request number of the parent on the project, the details of that parent, how many children are underneath the parent, and how much time had been worked on the related request and all the children combined. This way you can see exactly how much time the support desk has put into this project. The detailed report provides the same information, but as its name implies with more detail. The detailed report also shows a breakdown of every single request related to the project. Essential, it provides details on the amount of time invested in each completed task within each project. Workstation Reports Workstation Support Report This report helps you view the support that was spent on assets belonging to your organization. You can select the asset support focus: By Request Count By Total Time Worked By Support Cost Listing Reports These reports do not require any date selection and generate immediately when you select them. They list all objects in your HelpSTAR tables: Company Listing Includes all company details including users of the company. Organizational Unit Listing Includes a list of users in within each Organizational Unit. User Listing Includes all user details Support Rep Listing Includes queue assignments. 349 ServicePRO Training Guide

Queue Listing Includes Support Reps assigned. Category Listing Includes category only. Workstation Listing Includes all workstations. Best Solutions Listing Includes all best solutions stored in the database. Assets Listing Includes asset of all types Team Listing Includes all teams and the users within them Password Reset Enrolled Users Password Reset Locked Out Users Audit Trail Reports Two different types of audit trail reports help you determine login activity and object change activity within HelpSTAR. HelpSTAR Logins Report Clicking on this icon produces a report for the login and logout activity (including failed attempts) made over a specified time period. You can specify All Dates or define more specific date ranges to report on the login and logout activity. The report shows you: Who logged in/out When the login/logout activity occurred Where the login/logout event occurred What version of HelpSTAR was used during the login/logout event If a login/logout attempt failed, you would see all the same information described above along with the addition that it was a failed attempt and whether the attempt was made using the ServicePRO client or web portal. HelpSTAR Objects Report This report helps you track changes and additions to the different objects used within ServicePRO including: Service Requests Purchase Requests Business Rules Project Templates Custom Fields System Email Accounts Best Solutions Users Companies Organizational Units Queues Categories Assets Products Roles, Teams For example, you can create reports to show activities on requests that were deleted, and who deleted the request. Using another example, you can create a report on Custom Fields (UDFs) to see: What actions were taken on UDFs When the action was taken What happened to the object Who took the action on the object 350 ServicePRO Training Guide

Creating Custom Reports Custom reports are: Based on templates derived from standard reports. Run from either the ServicePRO in or out of browser client or the Web Portal. The Custom Report Designer helps you create and modify your own selection criteria (filters) for most standard reports. Using the Custom Report Designer, you can control grouping, and set the report headers and footers. Within each report type, you can use any of the following features: New Design Design a new custom report based on a template of the selected report. My Queries Show the queries that you have created and marked as private. Use an existing query to generate a ServicePRO report. Public Queries Show all queries created by all users and marked as public. Use a public query to generate a ServicePRO report. My Reports Show all custom reports that you created and marked as private. Public Reports Show all custom reports created by any user and marked as public. For asset reports, you also can use the following features: New Search Create a new custom report based on search criteria. Open Searches List your private and public saved searches based on a specific object. My Reports List private reports based on a specific object. Public Reports List public reports based on a specific object. 351 ServicePRO Training Guide

Custom Report Designer 1. From the Data Analysis option, click on the Custom Reports icon. 2. Click on the New icon to access the designer. 3. Expand the folders as shown in the figure below. Figure 264. Custom Report Designer. 4. From the Custom Report Designer work area, select the option for your custom report. 5. Click New Design. When the option is selected, the Filters tab will appear. 352 ServicePRO Training Guide

Filters Tab 1. From the Filters tab, expand the folders in the Request Field Selection work area to view the fields available for inclusion in the report. 2. Select the fields that you want to use in the report by clicking on the corresponding checkbox. In the example shown below, the Time Logged and Assigned Priority fields have been added to the report. Figure 265. Custom Report Designer Filters Tab. 3. Click in the field name cell in the Caption column if you want to edit the caption that appears on the report. 4. Click in the Criteria cell in the Selection column for a field to enter selection criteria for the data that will appear in the report. A window like that shown in the figure below opens. Figure 266. Selection Criteria for Custom Reports. 353 ServicePRO Training Guide

5. Click on the And or Or radio button in the Selection Type work area to define the operator you want to use to combine your search strings. In the example above, the search will find requests with an assigned priority of Critical or High. 6. The first Criteria field lists the field you are using in the query. 7. From the next drop-down list, select Equal to or Not Equal to to indicate that the contents of the field should be equal to or not equal to the selected value. For fields such as text or numbers, the parameters presented in this list may vary depending on the criteria type. 8. From the final drop-down list, select the value you are searching for. 9. Click on the Add button. 10. Repeat steps 6 9 to add conditions. 11. Highlight a condition and click on the Remove button if you decide not to include it. 12. Click on the OK button to save the criteria. 13. Click on the Grouping tab. 354 ServicePRO Training Guide

Custom Fields Tab This tab will display available Custom fields that can be added to the Standard Report Template you are customizing. To add your Custom Fields, expand down to the desired field for your report. Check any fields that you wish to pull to your report via ServicePRO s Stimulsoft. Once selected, you can access these fields on the Layout/Preview tab of your report. Figure 267. Custom Report Designer-UDFs Tab 355 ServicePRO Training Guide

Grouping Tab The Grouping tab helps you modify the grouping and sort order of the report by selecting from the Available Groups list. 1. To add an item, highlight it in the Available Groups list then click on the Add button. You can also drag an item directly to the Selected Groups list. 2. To change the order of the selected groups, highlight the one you want to move and click on the Move Up or Move Down button (as shown in the figure below). Figure 268. Grouping Tab. 3. To change the data sort order for a group, click in the group s cell in the Sort Order column and change the value to Ascending or Descending as needed. 4. Click in the group s cell in the Page Break column to insert a page break in the report after each group. 5. The Grouping Example work area shows you how the report will be grouped. 356 ServicePRO Training Guide

Headers and Footer Tab The Headers and Footer tab, shown in the figure below, helps you edit the text displayed in your report s headers and footer. You can also specify whether you want to display page numbers and the preparation date. Figure 269. Headers and Footers Tab. Saving the Report 1. When you have entered all of the report parameters, click on the Save icon in the Quick Access Toolbar to save the report. 2. Enter a name for the report. 3. Click on the Public checkbox to allow users other than yourself to run this report. Emailing the Report 1. After you save your report, the Schedule and Email icon becomes available so you can configure the system to automatically generate and send emails to specified recipients each time the report is run. 2. Click on the Schedule and Email icon to open the Schedule and Email Reports dialog as shown below. 357 ServicePRO Training Guide

Figure 270. Scheduling and Emailing a Custom Report. 3. From the Schedule tab, define how often you want to run the report and the date range the report should cover. 4. From the Email tab, click on New to open the Email Template dialog. From there, you can create a new template that includes the names of the recipients and a supporting message, or you can choose from an existing email template. 5. Click on the Save and Exit icon to save the email template. 6. Click on the Save and Exit icon to save the new schedule for the custom report. NOTE: Automated reports can only be set on static criteria selection. Users cannot be prompted during execution to define report criteria. Running Reports 1. From the Custom Report Designer, locate the report that you want to run. They will be found in either the My Reports folder (contains reports you previously created) or the Public Reports folder (contains reports created by other users that are available to all users). 2. Highlight the report and choose one of the following actions: Preview Report View the report online before printing. The Preview window includes a print and export option. 358 ServicePRO Training Guide

Custom Listing Reports Comment: Custom Listing reports are generated in a similar manner to request reports. They allow you to: Report on other objects in ServicePRO (such as company, Organizational Unit, user, and so on). Use an advanced search window to filter on these objects, as shown in the figure below. Figure 271. Custom Listing Reports Filer Options. The other features (grouping and sorting, and more) are exactly the same as in the request reports. Custom Asset Reports Custom Asset reports are similar to Listing Reports. Custom Asset reports are based on the results of advanced search criteria with one exception: the Custom Asset Support Report can also be based on the equivalent template used in standard reports (that is, based on a query). 359 ServicePRO Training Guide

TRY IT Line Item Summary Report 1. Go to Data Analysis tab and open Standard Reports. 2. From the Standard Reports toolbar, click on the Request Review icon. 3. Select Standard Reports Line Item Summary By Category. 4. Create a standard Line Item Summary Report that displays all of the Service Requests that were opened yesterday grouped by category. Detailed Work Report 1. Go to Data Analysis tab and open Standard Reports. 2. From the Standard Reports toolbar, click on the Request Review icon. 3. From the Reports List, select Standard Reports Detailed Work Report By Organizational Unit. 4. Create a Detailed Work Report that shows all requests that were opened this week grouped by Organizational Unit. Billing Report 1. Go to Data Analysis tab and open Standard Reports. 2. From the Standard Reports toolbar, click on the Support Cost/Billing icon. 3. From the Reports List, select Standard Reports Billing By Company. 4. Create one Billing Report for this week grouped by company. 5. From the Reports List, select Standard Reports Billing By Organizational Unit. 6. Create a second Billing Report for this week grouped by Organizational Unit. Summary Timesheet Report 1. Go to Data Analysis tab and open Standard Reports. 2. From the Standard Reports toolbar, click on the Support Rep Performance icon. 3. From the Reports List, select Standard Reports Timesheet Summary. 4. Create a Summary Timesheet Report for requests opened this week. 5. Find your own results in the report and make note of the following: 6. Number of memos entered: 7. Total time worked (in hours): Exercise Generating Reports. 360 ServicePRO Training Guide

TRY IT Detailed Timesheet Report 1. From the Data Analysis tab, click on the Standard Reports icon. 2. From the Standard Reports toolbar, click on the Support Rep Performance icon. 3. From the Reports List, select Standard Report Timesheet Detailed. 4. Create a Detailed Timesheet for today and review the details for your memos. User Satisfaction Report 1. From the Data Analysis tab, click on the Standard Reports icon. 2. From the Standard Reports toolbar, click on the End User Satisfaction icon. 3. From the Reports List, select Standard Report User Satisfaction By Support Rep. 4. Create a User Satisfaction Report for this week, and review the quality and timeliness ratings for the Support Reps. Creating Custom Reports 1. Using the Custom Report Designer in HelpSTAR perform the following task: 2. Create a new custom report based on the Detailed Work Report. 3. Use a new query to filter the report. 4. Select the appropriate fields and criteria in the query to display all of the requests that were created yesterday. 5. Group the requests by Organizational Unit, user, and request number. 6. Add your own company name to the header. 7. Save the report as a public report with the name Summary of Yesterday s Requests YOUR NAME. Exercise Generating Reports. 361 ServicePRO Training Guide

Best Practices for Your Help Desk 362 ServicePRO Training Guide

14 Best Practices for Your Help Desk Creating a Procedures Manual Involve and inform Help Desk staff, management, and end users. Set out rules and guidelines to be followed. Periodically review and update procedures. Use a tool such as VISIO to diagram your desired workflow. Help Desk Design Considerations Opening Service Requests If possible, all of your end users should be interactive users so they can log their own problems. If you must field incoming telephone calls, consider training a receptionist or having a first level support person take the initial call, and open and dispatch the service request. When fielding incoming telephone calls, always ask the caller for their reference number, and when handling a new call, ensure that the requester is provided with a reference number. Dispatching Service Requests Decide how requests will be dispatched. Optimally, at any given time of the day, one specific person should be designated to dispatch requests, thus avoiding a situation where two Dispatchers attempt to dispatch the same request. Be sure to make provisions for when the designated Dispatcher is not available for extended periods of time. Decide how many queues, and which queues, need to be set up and given the skill sets of your Support Reps. Set guidelines for establishing priority. Specify acceptable turn-around times for various priority levels. Decide how frequently, if at all, requests can be passed directly to Support Reps, thus bypassing the queuing system. Accepting Service Requests Decide on levels for Max Pick and Open Quota for all of your Support Reps if you do not want to impose quotas, set them to 999. Require Support Reps to use the Accept method if you want to rigidly adhere to Max Pick quotas. Updating Service Requests Make it a job requirement that Support Reps log all of their daily activities into ServicePRO. Create a special timesheet service request for Support Reps to use when performing duties that fall outside the realm of conventional service requests. The timesheet service request can be used to keep 364 ServicePRO Training Guide

track of time spent performing daily maintenance and other such activities, and can be closed by the Rep at the end of each day, week, or month whatever suits your organization. Gathering Approval Ratings Solution Searching Decide if you want to gather approval ratings for all requests or just a subset of requests. Decide if you want to ask your end users to give approval ratings for their own requests, and instruct them how to do so if necessary. Nominate a librarian to perform a daily or weekly review of the service requests flowing through your Help Desk. The librarian should build Best Solutions for the appropriate problems. Encourage your end users to use the Best Solutions feature prior to contacting the Help Desk. Encourage your Support Reps to search Best Solutions first then historical requests before turning to another Rep for the solution to a problem. Managing the Help Desk Periodically review the activity flowing through your Help Desk, and look for areas of weakness. A concentration of requests within one category could indicate a need for end user training (for example, Microsoft Excel training). A build-up of service requests, or long waiting times in queues, can indicate a lack of expertise in those areas among your Support Reps. This can justify a request to upper management for more staff, or it can justify training classes for some of your Reps. Low user satisfaction ratings in specific areas can also indicate a need for more staff and/or training. Examine your Support Reps timesheets to ensure that they are indeed logging all activities, and to ensure that they are completing tasks in an appropriate length of time. Depending on the nature of your organization, you might want to use incentives to encourage your Support Reps to: be diligent about logging all requests provide top quality service complete the most service requests over a given time period Tips and Best Practices Tips and Best Practices General To minimize distractions for your Support Reps, ensure that incoming phone calls to the Help Desk are handled by one or more Dispatchers. 365 ServicePRO Training Guide

For non-critical issues, end users should submit their own requests via email or the Web Portal. End users can call the Help Desk directly if they feel an issue is critical. If an issue is critical, the Dispatcher can pass the request directly through to a Rep. Ensure that your Dispatchers have clear guidelines regarding the routing and prioritization of requests. Analyze the skill sets of your support Reps and identify what kind of issues they will be resolving before establishing your queues. If more than one Support Rep is assigned to a queue, encourage the Reps to take a request out of queue and into service to work on the request. This means that the Support Rep is taking responsibility for the request. It also removes the request from the view of the other Support Reps. Tips and Best Practices Setup/Admin The optimal number of categories is 5 20. However, if you have a detailed classification scheme for service requests, this number could be higher. Having 100 or more categories makes it difficult to classify requests, and can have an impact on reporting. If your categories are too specific, each category will contain very few requests, making analysis difficult. Typical ServicePRO installations use 10 15 categories. Categories can closely resemble queues and could even be identical to queues. (The difference is that queues are not used to classify service requests.) When adding users, we recommend that you allow them to submit requests on their own behalf (via email or the Web Portal). Otherwise, your Dispatcher will be required to log every problem for the end users. This is time consuming and can reduce the Dispatcher s availability. Queues are for workflow; categories for reporting. To determine what queues should be created, consider what issues are being resolved by your Help Desk staff. Determine what skill sets your Reps have before assigning them to queues. When setting up categories, determine what metrics you need for reporting. Use ServicePRO to indicate staffing requirements based on how quickly requests are being resolved. Back up your database prior to the Import. There is no roll-back after data has been imported. Before using the Import Utility, invest a little time perfecting the import file. If all fields are delimited properly, and all headings and un-used fields are removed, the import should run smoothly. Tips and Best Practices Service Requests Requesters When entering new requests on behalf of an end user, privileged users must be sure not to designate themselves as the requester. In the Requests work area of the My User Options window (discussed on page 64), you can set ServicePRO to prompt you to select a requester using the Find a User window (the Submit privilege is required). Remember, you can import your users with the Active Directory Synchronization. 366 ServicePRO Training Guide

Request Title Urgency and Priority Begin Work Time Worked Request Title is a very important field in your HelpSTAR database for reporting and searching purposes. If standards are set, it can also assist your technicians in obtaining relevant information very quickly. Train your Dispatcher and Support Reps regarding how to standardize titles. For example, here at Help Desk Technology, we preface each request title with a code for the edition, database, and version of HelpSTAR that the client is using. For example: AECS9.0 Cannot start StarWatch service. Where AE is the code for Advance Enterprise Edition, CS identifies a SQL database, and 9.0 is the version. So our technicians immediately know the client is running version 9.0 of our Advanced Enterprise Edition on a SQL database. Titles can be included in reports and queries. The better the information in the title, the more meaningful the report. Using the search tool on titles can be faster and more relevant than searching for descriptive words entered in the Memo field (each memo can include up to 64K bytes of information). Error codes should be a standard part of request titles. Train your Dispatchers to assign priority based on their knowledge of the requests currently in the system, plus any external guidelines. The requester s urgency should also be considered, but is less important than the first two points. Policies should be established for assigning priority. It will be advantageous from a customer relations standpoint to inform your end user community about the guidelines so they will understand why they are not always given preference. As an example, here at ServicePRO our guidelines state that for any situation in which our client s Help Desk is down and none of their Support Reps can work, the request is critical and given top priority. In another case, in which only one workstation has a problem but everyone else is running smoothly, the request is given a medium priority. Set the Begin Work field to Waiting for Response if you are waiting for information from requesters. You will be notified by alerts when requesters update their requests with their replies, and the begin work state will change to ASAP. You can also use the Begin Work field to schedule a request for a specific date at which time you will be notified by alerts and the begin work state will be changed to ASAP. Manually manipulating the Time Worked field can be useful if Support Reps must leave the office to perform work then must enter their time upon return. Of course the optimal method of handling this situation is to have your Support Reps access HelpSTAR via the Web Portal while they are away and update their requests in real time. 367 ServicePRO Training Guide

Reference Number Provide your end users with the reference number for their requests if they call on the telephone for service (if they log their own requests into ServicePRO, the reference number will be provided automatically). If you can train your end users to always provide request numbers when inquiring about their requests, it will greatly reduce the Dispatcher s search time. Whenever you call Help Desk Technology you will be given a reference number. Take note of it because we will ask for it in future communications. Searching Service Requests Although ServicePRO provides flexible methods of searching the database, the most efficient searches are done with the request number and title. Defining policies that dictate a logical title structure allows your Support Reps to quickly access pertinent data as your knowledge base grows. Tips and Best Practices Knowledge Management When creating best solutions ensure that you include any error numbers in the title for easier searching. When entering the resolution to the problem, make sure that you break it down into steps or bullet points to ensure that the instructions are clear. If users have to read a long block of text, they are less likely to follow/understand the instructions. Use the Attachment feature to attach patch files or diagrams to help the Support Rep resolve the problem Tips and Best Practices Database Administration If you decide to store attachments in the MS SQL database, they will be included whenever you back up or move your database. However, the size of your database will increase proportionately with the use of attachments. If you elect to store attachments in the \Attachments folder, they will not affect the size of your HelpSTAR database. However, to preserve the attachments you must ensure that this folder is continually backed up. The database for HelpSTAR is the only object that cannot be recovered by a reinstall. Backups should be taken frequently and stored in a safe location off the database server. Test your backup restoration method on alternate SQL servers to ensure you can recover your data in a disaster recovery scenario. To switch to NT Authentication, you must be a member of the Systems Administrator role on SQL Server and be logged in exclusively to effect this change. After you make the switch you must also: Update the ODBC for the Web Portal. Reconfigure the Web Portal. Tips and Best Practices ServicePRO Customization It is very important to back up the HelpSTAR database before you create, edit or delete custom fields. 368 ServicePRO Training Guide

Carefully consider the fields that you require before designing your form. Make use of the Required and Validation properties to ensure that correct data is entered into the field. A user may not see all custom fields under a tab because the required View and/or Update Roles are configured separately for each field. When a custom Service Request Type has been selected for a service request, the relevant fields and their values will be shown in the service request details. Custom fields created for service requests can be included when designing service request queries. ServicePRO does not synchronize its passwords with passwords associated with Active Directory credentials. ServicePRO maintains a separate set of passwords. ServicePRO uses pass-through authentication to determine that a user is logged into a workstation using their Active Directory credentials and will log the user in automatically. It is important to select at least one field as a key field when importing users via Active Directory synchronization. When selecting a unique identifier, select a field that should not be duplicated. A good example of a unique identifier is a user name or email address typically fields that should not be duplicated among user accounts. The more thoroughly the Active Directory database is populated, the more information can be automatically populated into ServicePRO fields. ServicePRO can be configured to import groups of users and related fields from Active Directory; and you can synchronize the update of user information from Active Directory on a regular basis. Use the options under the Attachments tab to indicate whether attachments should be included with the incoming email message or ignored. You can also filter certain types of attachments, such as.bat and.exe files. By default, a system email account will block incoming email starting with "RE", "FW", or "UNDELIVERABLE" in the subject line (the character strings can be modified under the Block List tab). You should always send a reply message to the requester regardless of whether the email request was successful. Ensure that you have at least three trustees who will not lose or forget their passwords. If an attachment is encrypted, the file will not be recoverable if you do not have the appropriate number of trustees to decrypt the file. When using priority escalation, ensure that the Wait State value is set to ASAP; otherwise the StarWatch service will escalate scheduled and suspended requests. Properly designed escalation groups will assist your Support Reps by prioritizing their requests for them. If the escalation intervals are set too close together, all requests will be escalated before technicians can work on them, rendering the prioritization useless. Tips and Best Practices Data Analysis Reports If you want to run a report to see all the work done by a specific support representative during a certain amount of time (for example, week) base the report on all memo options authored by the representative and the date range worked. Because a request only has a support representative assigned to it if it is in 369 ServicePRO Training Guide

that person s service, a report that is based only a specific support representatives name would not show all the requests that that person actually worked on it would only show those in his service. Using this method, the resulting report will show all the work completed by the subject representative in the defined time period regardless of who was actually assigned the request. 370 ServicePRO Training Guide

HelpSTAR End User Web Portal 372 ServicePRO Training Guide

15 ServicePRO End User Web Portal The ServicePRO Web Portal provides access to various ServicePRO features and functions via the web. Figure 272. ServicePRO Web Portal. Web Portal Web Portal Options If you don t want to your end users to be able to access some of the options shown above, you can hide them. 1. From ServicePRO, select End User Web Portal Settings. 2. Uncheck the appropriate checkboxes to make the tabs unavailable. If you wish to prompt the end user to select a request type before logging a request, check the End User Request Type Selection box 374 ServicePRO Training Guide

3. Click on the Save button of System Options. The next time your end users log in to the Web Portal, they will not see the tabs you have hidden. Web Portal ServicePRO lets you add a message that end users will see on their home page whenever they log in to the Web Portal. This feature can be used as a bulletin board to keep users up-to-date on important issues. Web Portal ServicePRO Greeting 4. From ServicePRO, select End User Web Portal Settings. 5. Enter your greeting message. Please note that this area supports HTML coding for even more customization. 6. Click on the Save button. 7. When end users log in to the Web Portal they will see the message at the top of their home page. An example is shown below Figure 273. End User Web Portal ServicePRO Welcome. Web Portal Knowledge Base Knowledge base features are also available through the Web Portal. Knowledge Base End Users End users can only search or view articles that have been published. 375 ServicePRO Training Guide

Figure 274. Knowledge Base Search. 376 ServicePRO Training Guide

Web Portal End User Request History End users can view all requests they have ever submitted, regardless of the request s status. Figure 275. End User Request History Tab on Web Portal. 377 ServicePRO Training Guide

Web Portal Audit My Workstation End users and privileged users can perform a workstation audit through the web portal. This audit provides the same information as the Windows client audit. The information provided will be for the machine used to log in to the Web Portal. Figure 276. Audit My Workstation Tab on Web Portal. End User Audit End users simply have to click on the Audit My Workstation tab then click on the Click here to scan your workstation button. Audit results are displayed after a short period of time. Privileged User Audit Privileged users can click on the Audit My Workstation button from the My HelpSTAR in the Web Portal. Web Portal Web Portal Customization Utility The end user web portal in ServicePRO can be customized using the Web Portal Customization Utility. At any time, you can change the theme and/or banner image on the webportal. 8. Open the utility (WebUIThemeCustomization.exe) locked in the HSNET folder on the web portal s server. 378 ServicePRO Training Guide

Figure 277. Web Portal Customization Logo and Theme Selection 9. Click on the Browse button to choose an image that will be displayed as the top banner on the end user web portal. 10. Select the desired color theme for the site. At this point, you can click on the Preview Theme button to see a preview of the portal. 11. Click Next to continue 379 ServicePRO Training Guide

Figure 278. Web Portal Customization Color and Company Information Change 12. On this screen, you have the option to change individual colors. 13. Click on the Support Hours button to enter your helpdesk phone number. Email address and support hours. 380 ServicePRO Training Guide

Appendices 382 ServicePRO Training Guide

A HelpSTAR ServicePRO Password Reset Utility With HelpSTAR s ServicePRO Password Reset Utility, you can eliminate the most common type of request logged to your help desk. You can allow your end users to reset their password directly from the Windows interface. Furthermore, privileged users with the Access Control role can reset Windows passwords for users directly within ServicePRO. Part 1: Password Reset Utility Administration Before your end users can begin to use the Password Reset Utility functionality, you must first configure the utility for use. Note: only users with the Access Control role will be able to administer this utility. To administer the Password Reset Utility, perform the following: 1. On the HelpSTAR deployment server, open the following file: \HelpSTAR\HLPSTRCS\INSTALL\HSETUPCS.INI 2. Once this file is open, you will see a file similar to the one below. If the Password Reset Utility is installed, you will find the location for the Password Reset Administration page in the following entry: [HSPasswordReset] VirPath = Password Reset Administration Page 384 ServicePRO Training Guide

Figure 279. Hssetupcs.ini file Password Reset Administration Page 385 ServicePRO Training Guide

3. Copy and Paste this entry to a browser. The login page for Password Reset Administration will open. Enter your credentials and click on Login to begin. Figure 280. Login Page Password Reset Administration 386 ServicePRO Training Guide

4. On the Configure Settings tab, confirm the following settings: a) Questions & Answers: Number of Challenge Questions Specify the number of questions a user must correctly answer to reset their passwords. Characters to Answer the Question Specify the minimum length of characters required for each answer to a challenge question. Allow Hint Specify if you want to allow or block end users hints to complete their challenge questions. b) Block User: Block Users who fail Authentication Set the ability to block users from re-attempting to reset their password regardless of how many failed attempts they have made. Maximum number of invalid attempts Set how many attempts an end user has to reset their passwords. Also, set the time period that must lapse before an end user can make another attempt to reset his/her password. Block User for Set the time period a user is blocked from re-attempting a password reset. Figure 281. Configure Settings Tab 387 ServicePRO Training Guide

5. On the Manage Users tab, confirm the following settings: a. Administrative Users By default all privileged users with the Access Control role will be listed under the Primary Administrative Users list. These users are able to login to the Password Reset Administration page and make changes to the settings. Here, you can remove any users from this list to block them from being able to make any configuration changes to the Password Reset Utility. b. Registered Users View a list of users who have registered for the ability to reset their passwords. To remove a user from this list, highlight a user and click on Unregister. c. Locked Out Users View a list of users who have been locked out of the Password Reset Utility. To allow them to make another attempt, highlight a user and click on Unlock. Figure 282. Manage Users tab Note: The Manage Users tab will appear only for users who have been specified as Primary Administrative Users. Administrative Users will only have access to the Configure Settings tab upon login. 388 ServicePRO Training Guide

6. To save your settings, click on the Save button. Then, click on Logout to exit the Password Reset Administration page. 389 ServicePRO Training Guide

Part 2: End User Password Reset Utility Registration Before your end users can reset their Windows password via this utility, they must first complete a registration for the utility. There are 2 ways that your end user can register for the Password Reset utility: 1. Automatic Registration via Group Policy A Group Policy can be created to automatically launch the registration page once a user logins to a workstation. For more information on how the creation of this Group Policy, click on the following links: Granting Delegation to the Web Account Windows Server 2003 Installing/Uninstalling Client-Side Components Through GPO User Logon Script Windows Server 2008 Installing/Uninstalling Client-Side Components Through GPO User Logon Script 2. Manual Registration If you do not implement a Group Policy to automatically launch the registration, users can register manual. You direct your end users to register manually via the link mentioned in the Virtual Path referenced in Part 1: http://{virpath}/registeruser.aspx 390 ServicePRO Training Guide

To register for access to HelpSTAR s Password Reset Utility, perform the following: 1. Once the registration page is launched, you will see the window below: Figure 283. Password Reset Registration 2. Your login name/domain should be entered by default. Enter your current password. 3. Select the Challenge Questions that you will be prompted with should you need to reset your password. Provide an answer/hint to save changes. 4. Once you have completed entries, click on Save to complete the changes. 391 ServicePRO Training Guide

5. You will receive a confirmation page once your changes have been saved. Click on Close to exit the registration. Figure 284. Successful Confirmation of Registration Note: if a Group Policy has been implemented to push the Password Reset Registration, this registration tool will launch upon every login until the registration is completed. Part 3: Resetting a Windows Password via the Utility Once an end user has become a registered user for HelpSTAR s Password Reset Utility, they can reset their Windows credentials. Note that the following instructions are for environments where a Group Policy has been implemented for the Password Reset Registration. To reset your credentials, perform the following: 1. On the Windows login screen, click on the Forget Password link. 392 ServicePRO Training Guide

Figure 285. Windows Login Screen 393 ServicePRO Training Guide

2. Once the Log On to Windows prompt opens, click on the Forgot my password button. Figure 286. Windows Login Prompt Forgot my password option 394 ServicePRO Training Guide

3. You will be prompted to confirm your login credent ials. Click on Next to proceed. Figure 287. Password Reset 395 ServicePRO Training Guide

4. You will be prompted with the Challenge Questions selected in Part 2. Enter your answers correctly to proceed. Click on Next to verify your answers. Figure 288. Challenge Questions 396 ServicePRO Training Guide

5. Once the Challenge Questions and answers have been verified, enter and confirm your new password. Click on Reset to change your password. Figure 289. Confirm Password 397 ServicePRO Training Guide

6. Once your password has been successfully reset, you will receive a confirmation. Click on Close to exit the utility. Figure 290. Successfully changed password prompt 398 ServicePRO Training Guide

Part 4: Resetting a Windows Password via the ServicePRO The ability to reset a user s password has also been added to the ServicePRO. In order to be a Password Reset Administrator in ServicePRO, the following prerequisites are required: Active Directory Synchronization must be enabled and configured in ServicePRO. The Password Reset Administrator must be logged into ServicePRO using Active Directory pass through authentication. The Password Reset Administrator must be delegated the task of Reset user passwords and force password change at next logon in Active Directory. The Password Reset Administrator must be granted the Access Control role in ServicePRO. The Password Reset Administrator must be designated as a Primary Administrative User via the Password Reset Administration console (as shown on page 384). To reset credentials for another user, perform the following: 1. On the File menu of ServicePRO, click on the Find option. The following screen will open: Figure 291. HelpSTAR Find Object Screen 399 ServicePRO Training Guide

2. Click on a User search filter to find the user whose password you wish to reset. The Find a User window will open. Figure 292. Find a User Screen 400 ServicePRO Training Guide

3. Search for a user and highlight the desired user. To view a user s properties, double-click the user or select the User History button in the toolbar. The User Properties window will open. Figure 293. User Properties 401 ServicePRO Training Guide

4. In the Manage User task group, click on the Update option. Figure 294. User Properties Toolbar Options Manage User 5. In Edit User window select Logins/Email tab and in Logins section enter a new password. Click Save button to implement the changes. Figure 295. Reset Password Screen Note: Password complexity rules outlined in Active Directory will be enforced. 402 ServicePRO Training Guide

6. You will receive a confirmation prompt once completed. Figure 296. Confirmation Prompt 403 ServicePRO Training Guide

Part 5: Password Reset Utility Reports Once the Password Reset Utility is installed and has been used in your environment, you can then generate reports related to password resets. To generate reports, perform the following: 1. On the File Menu of HelpSTAR ServicePRO, click on the Data Analysis option. The following screen will open: Figure 297. HelpSTAR Data Analysis Screen 2. Select the Standard Reports option. 404 ServicePRO Training Guide

3. Once the Standard Reports window opens, select one of the two available reports under the Listing group: a. Password Reset Enrolled Users listing of any users who have completed the Password Reset registration. b. Password Reset Locked Out Users listing of any users who have exceeded allotted attempts to reset their passwords. Figure 298. Standard Report Templates 405 ServicePRO Training Guide

B ServicePRO Search Searching either Best Solutions or historical service requests helps you perform complex requests, based on the following rules. Basic Search Phrase Rules Searches are not case sensitive. AND, OR, and NOT Boolean operators may be used (see notes on Boolean operators on the following page). Parentheses ( ) may be used for grouping. Multi-word phrases must be enclosed in double quotation marks (for example, "MS Word"). Single-word phrases do not require double quotation marks (for example, PrintShop). Comma separators are not supported. Search results are as follows: The search phrase print could result in displaying records that contain print, printed, printers, printing, PrintShop, and so on. The search phrase print report could result in displaying records which contain print report, print reports, print reported, and so on. NOTE: Any phrase that has additional text between print and report (for example, printing reports ) would not be displayed unless the wildcard is used. Wildcard Matching ( * ) An asterisk (*) is used as a wildcard in ServicePRO searches. If you want to list all of the records in a particular file, you can use * as the search phrase alone, and all records will be returned. Adding * to the left side of a word will return right side partial matches, or would return phrases with additional text between words in a search phrase. For example, the search phrase *mail could return records that contain voicemail, email, priority mail, and so on. The search phrase print* report could result in displaying records that contain print report, printing reports, print standard reports, and so on. 406 ServicePRO Training Guide

Boolean Operators Boolean operators allow you to search for documents that contain exactly the words you are looking for. Boolean operators include AND, NOT, OR, and ( ). For these operators to work, they must appear with a space on each side. AND Records found must contain all words joined by AND. For example, to find documents that contain all the words "LaserJet" and "print" enter the following search phrase: LaserJet AND print OR Records found must contain at least one of the words joined by OR. For example, to find documents that contain the word "hard disk" or the word "harddisk" enter the following search phrase: hard disk OR harddisk ( ) Parentheses are used to group portions of Boolean queries for more complicated queries. For example, to find documents that contain the word "database" and either the word "Access" or the word "MSDE" enter the following search phrase: database AND (Access OR MSDE) Examples of Invalid Search Phrases printer jam (should be entered as printer jam ) hard disk OR harddisk (should be entered as: "hard disk" OR harddisk) Access, MSDE, SQL (should be entered as Access OR MSDE OR SQL) 407 ServicePRO Training Guide

Help Desk Technology Corporation ServicePRO C Criteria Options for Rules and Reports This section provides descriptions for the options to define the criteria when building business rules and reports. The options are displayed in tables organized by categories as seen within the Request Field Selection lists within ServicePRO. Queue Folder Options The following table lists Queue Folder options: Table 3. Queue Folder Options. Queue Queue Type Default Begin State Allowed Status Assigned to Rep Assigned to Team Option Description Example The name of the queue folder The Type of queue folder this is (Dispatch or Generic) When creating a queue, you have the option of setting the default wait state for request in that queue. That state is referenced here. Available status may be limited based on queue. This is a list of allowed statuses Names of users with the Support Rep role on this queue Names of teams with the Support Rep role on this queue A dispatcher places a request in a queue that sets the wait state to suspended by default. Time Statistics Options The following table lists Priority options. Table 4. Time Statistics Options. Time Logged Time Dispatched Time Due Time Closed Time Scheduled Option Description Example Date and time when request was logged Date and time when request was sent from a Dispatch folder to a Queue folder The Due By date and time for the request Date and time when request was Closed Date and time when request is scheduled to become active again

Help Desk Technology Corporation ServicePRO Option Description Example Time State Changed Date and time when any of the main tab properties were last changed If a support rep changes the priority of a request, moves the request to a different queue and saves the request; the time and date will be recorded as the Time State Changed. Project Options The following table lists Project options. Table 4. Alerts Options. Project Placement Option Description Example State whether a request is a project request, sub-project parent or a child request. Priority Options The following table lists Priority options. Table 5. Priority Options. Option Description Example Stated Urgency Urgency specified the requester. A user who is unable to print a document could open a request with an urgency of High. Assigned Priority Current Priority The priority initially specified by a Privileged user. Represents the last priority that was set. A dispatcher may set a priority of a request to Critical if the issue is affecting multiple people. Upon further investigation, the priority could be dropped to a Medium by a support rep. The assigned priority would then be Critical. A request priority may change many times during its lifecycle. 409 ServicePRO Training Guide

Help Desk Technology Corporation ServicePRO Service Statistics Options The following table lists Service Statistics options. The options are organized into subcategories. Table 6. Service Statistics Options. Option Description Example Request Originated By How the request was originated A user calls in a support rep logs the request on their behalf. This requests is originated by a Support Rep using the Desktop Client. Resolved on First Call A field for when a request was resolved on the first call. This is automatically set on requests that are open and closed in one step, but can be set when a support rep closes a request. A user calls in saying they forgot their password. A support rep opens a request, resets the password, and closes the request. The "Resolved on First Call" flag for this request is set to true. Last Queue Name Last Owned By (Rep) Request Closed By Request Responsibility Total Time in Service Time in Queue Time in Dispatch Time Active The name of the queue folder within which the request last resided. The name of the support rep who was the previous owner of this request. The type of user that closed this request. This will be equal to End User, Priv. User, or Business Rule. The name of the user responsible for the request The total time the request has been in all "In Services." The total time the request has been in all "Queues." The total time the request has been "In Dispatch." The total time the request has been open minus any time the request If a request is placed in the Tech Support queue and then moved to the Asset Management queue, the Last Queue Name is Tech Support. If a request is under the ownership of Mike, is escalated, and then placed under the ownership of Wendy; the Last Owned By will be equal to Mike. If a request was in Marco's service for 5 minutes and Chris' for 5 minutes, the Total Time in Service is 10 Minutes. If a request was in the Tech Support queue for 5 minutes and the Tech Level 2 queue for another 5 minutes, the Total Time in Queue is 10 Minutes. If a request originally sat In Dispatch for 5 minutes, was picked up and worked on by a rep, and placed back In Dispatch, the Total Time In Dispatch will be the previous 5 minutes plus the amount of time it has currently spent In Dispatch. A request is logged at 4:00 pm and suspended at 4:30 pm. The Total Time Active as of 5:00 pm is 30 minutes. 410 ServicePRO Training Guide

Help Desk Technology Corporation ServicePRO Option Description Example Time Open was suspended, scheduled, or waiting for response. The total time the request has been open including any time the request was suspended, scheduled, or waiting for response. A request is logged at 4:00 pm and suspended at 4:30 pm. The Total Time Active as of 5:00 pm is 1 hour. Time in Suspense Time Waiting For Response Hours Worked Total Costs Total Charges First Times Time To Dispatch Time To Queue The total time the request has been "Suspended" or "Scheduled." The total time the request has been "Waiting for Response." The total time the request has been worked on by a support reps. The cost of each support rep that worked on this request multiplied by their time worked on the request. Charges reflect the time spent on a memo multiplied by the support rep's charge rate for that time code. This field will show the total charges for all of the memo entries done by support reps. Amount of time between when the request was logged and when it was first placed In Dispatch. Amount of time between when the request was logged and when it was first placed In Queue. You schedule a request to become active at the same time tomorrow. The next day, the request becomes active. You then decided to schedule the request for 2 days from now. When the request becomes active, it will have a Total Time in Suspense of 3 days. You schedule a request to Waiting For Response. The next day, the requester updates the request and it becomes active. You send them a reply and set the request to Waiting for Response again. When the requester updates the request and it becomes active, it will have a Total Time Waiting for response of 3 days. A dispatcher takes 10 minutes to update and dispatch a request. The request is updated by a support rep who works on the request for 50 minutes before closing it. The request's Total Hours Worked is 1 hour. A support rep (who has a cost of $10) updates a request for 1 hour. Another support rep (who also has a cost of $10) works on the request for 2 hours. The totals cost is $30. A support rep (who charges $20 for time code 1 and $30 for time code 2) updates a request for 1 hour under time code 1. Another support rep with the same charges works on the request for 2 hours under time code 2. The totals cost is $80. If you want to report on how long it took for a request to be dispatched to a queue, set the criteria on this field. 411 ServicePRO Training Guide

Help Desk Technology Corporation ServicePRO Time To Service Amount of time between when the request was logged and when it was first placed In Service. If you want to ensure that requests are being responded to within 10 minutes, create a rule to notify you if this field is greater than 10 minutes. This is ideal for response SLAs. Time To First Memo By Support Rep Time To First Memo In Queue Time To Move From Queue To Service Time To Update In Service Current Time In Queue Amount of time between when the request was logged and when it was first updated by a support rep regardless of the request's location. Amount of time between when the request was logged and when it was first updated by a support rep. This applies to the only the first update when the request is in queue. Amount of time between when the request was logged and when it was moved from its first queue to a support rep's service. Amount of time between when the request was logged and when it was first updated by a support rep. This applies to only the first update when the request is in service. A request arrives in dispatch. After 5 minutes, a support rep forwards the request to a queue. After 10 minutes, the request is updated by a rep and routed to his in service. After another 5 minutes, a support rep updates the request. This field would state 5 minutes. This is used for a response SLA if you consider the first update to be the first response. A request arrives in dispatch. After 5 minutes, a support rep forwards the request to a queue. After 10 minutes, the request is updated by a rep and routed to his in service. After another 5 minutes, a support rep updates the request. This field would state 15 minutes. This is used for a response SLA if you consider the first routing to a queue to be the first response. A request is placed in the Tech Level 1 queue. It is picked up by a support rep who moves the request to his "In Service." He attempts to resolve this issue, but then needs to route it to the Tech Level 2 queue where it is picked up by another support rep. This will record the amount of time the request was in the Tech Level 1 queue before it was moved the first rep's service. A request arrives in dispatch. After 5 minutes, a support rep forwards the request to a queue. After 10 minutes, The request is updated by a rep and routed to his in service. After another 5 minutes, a support rep updates the request. This field would state 20 minutes. This is used for a response SLA if you consider the first time the request is placed in service to be the first response. Amount of time the request was in A request is placed in the Tech Level 1 its last queue. queue. It is picked up by a support rep who moves the request to his "In Service." He attempts to resolve this issue, but then needs to route it to the Tech Level 2 queue where it is picked up 412 ServicePRO Training Guide

Help Desk Technology Corporation ServicePRO by another support rep. This will note how long the request was in the Tech Level 2 queue. Time In Service Time Since Update By User Time In Waiting for Response Time In Suspense Time In Dispatch Amount of time the request was in its most recent Support Rep Service. Amount of time since a support rep last touched a request. Amount of time the request has most recently been waiting for response. Amount of time the request has most recently been suspended or scheduled. Amount of time since the request was last placed in dispatch. A request is placed in the Tech Level 1 queue. It is picked up by a support rep who moves the request to his "In Service." He attempts to resolve this issue, but then needs to route it to the Tech Level 2 queue where it is picked up by another support rep. This will note how long the request was in their service of the second support rep. If you want to be informed when a support rep has not updated a request in two days, create a business rule that checks if this field is greater than 2 days. You schedule a request to Waiting For Response. The next day, the requester updates the request and it becomes active. You send them a reply and set the request to Waiting for Response again. When the requester updates the request 2 days later and it becomes active, this field will indicate 2 days and not include any prior waiting time. You schedule a request to become active at the same time tomorrow. The next day, the request becomes active. You then decided to schedule the request for 2 days from now. When the request becomes active, this field will indicate 2 days and not include any prior suspended time. A request is placed in dispatch and is eventually dispatched to a support rep. This rep eventually works on the request and closes it. The requester feels this is not resolved and reopens the request having it once again land in dispatch. Reporting on this field will tell you how long it's been in dispatch since the requester re-opened it. 413 ServicePRO Training Guide

Help Desk Technology Corporation ServicePRO User Satisfaction Options The following table lists User Satisfaction options. Table 7. User Satisfaction Options. Option Description Example Timeliness Quality A range from Unrated to Excellent representing the requesters view on how quickly the resolution was received. A range from Unrated to Excellent representing the quality of work from the requester s perspective. A requester who feels that a request was resolved very quickly would set the timeliness to Excellent. A requester feels that the support member did not communicate the resolution in a manner that was easily understood may rate quality as Low. Requester Options The following table lists Requester options. Table 8. Requester Options. Option Description Example Requestor Name The name of the user requesting assistance. This name must be unique; that is, there cannot be another user with this name in the database.. This name appears in various places in ServicePRO: Request Properties Memo Workflow fields - requests Update User User Properties It is not necessary for this name to be unique. Mary logs a request for help with her printer. Mary is the requester. NOTE: This name appears in brackets when a Requestor Display Name, below, is also available. For it to appear in brackets the names must differ. Peter Adams has another name of Pete. Peter Adams is the Requestor Name, and Pete is the Requestor Display Name. The name appears in ServicePRO as - Pete (Peter Adams). NOTE: The Requestor Name, above, is in brackets, if it differs from the Requestor Display Name. Requestor Display Name Requester Company The company of the user requesting assistance. NOTE: If there is no Requestor Display Name (as entered in the Display Name field in the User Update window), then only the Requestor Name, above, displays. 414 ServicePRO Training Guide

Help Desk Technology Corporation ServicePRO Option Description Example Requester Organizational Unit Is Support Rep Requester Location Requester ID Requester Telephone Requester Extension Requester Email Address Requester Fax Name Requester IP Address The Organizational Unit of the user requesting assistance. A requester who is also a privileged user. The location of the user who is requesting assistance. The workstation ID of the user requesting assistance. The telephone number of the user requesting assistance. The extension number of the user requesting assistance. The email address of the use requesting assistance. The Fax number of the user requesting assistance. The IP address of the user requesting assistance. If Bob (tech) logs a request, he is the requester and also a support member. This is useful when looking for all tickets where the requestor is your support staff. Support Rep Options The following table lists Support Rep Options. Table 9. Support Rep Options. Support Rep Name Option Description Example Support Rep Telephone Support Rep Extension Support Rep Email Address Support Rep Fax The name of the support rep servicing the request. The telephone number of the support rep servicing the request. The extension number of a support rep. The email address of a support rep. The Fax number of the support rep servicing a request. Alerts Options The following table lists Alerts options. Table 10. Alerts Options. 415 ServicePRO Training Guide

Help Desk Technology Corporation ServicePRO Event Type Event Time User to be notified Option Description Example An event that will trigger an alert. The time at which the alert was triggered. The Privileged user who received the alert. Memo Options The following table lists Memo options. Table 11. Memo Options. All Memo Option Description Example Memo Time Logged The time in which a memo was logged. Memo Author The author of the memo. If Chris enters a memo into a request, the Date Worked The date and time work was performed. author for the memo would be Chris. A user can enter a memo selecting an earlier date as the date work was performed. An example of this is when you create a request after you complete a task in another location. Hours Worked The total duration of a memo. Mary is working on an incident for a total of 1 hour. While working on the issue, she has a related request opened in update mode. When she saves the update, the time worked be recorded as 1 hour. Time Code Costs Charges Trace Memo Manual Time Entry First Memo First Memo Time Logged Options 1 3 reflecting individual charge rates. The total cost to support an incident. The total billable amount for a memo entry. An entry signifying a change or action made within a service request. A means of recording the action taken regarding an incident or problem. This indicates if the time worked on the memo was manually entered The time in which a memo was logged. First Memo Author The author of the memo. If Chris enters a memo into a request, the author for the memo would be Chris. 416 ServicePRO Training Guide

Help Desk Technology Corporation ServicePRO Option Description Example First Memo Date Worked The date and time work was performed. A user can enter a memo selecting an earlier date as the date work was performed. An example of this is when you create a request after you complete a task in another location. First Memo Hours Worked The total duration of a memo. Mary is working on an incident for a total of 1 hour. While working on the issue, she has a related request opened in update mode. When she saves the update, the time worked be recorded as 1 hour. First Memo Time Code First Memo Costs First Memo Charges First Memo Trace First Memo Options 1 3 reflecting individual charge rates. The total cost to support an incident. The total billable amount for a memo entry. An entry signifying a change or action made within a service request. A means of recording the action taken regarding an incident or problem. Manual Time Entry This indicates if the time worked on the memo was manually entered Last Memo Last Memo Time Logged The time in which a memo was logged. Last Memo Author The author of the memo. If Chris enters a memo into a request, the Last Memo Date Worked The date and time work was performed. author for the memo would be Chris. A user can enter a memo selecting an earlier date as the date work was performed. An example of this is when you create a request after you complete a task in another location. Last Memo Hours Worked The total duration of a memo. Mary is working on an incident for a total of 1 hour. While working on the issue, she has a related request opened in update mode. When she saves the update, the time worked be recorded as 1 hour. Last Memo Time Code Options 1 3 reflecting individual charge rates. Last Memo Costs The total cost to support an incident. Last Memo Charges The total billable amount for a memo entry. Last Memo Trace An entry signifying a change or action made within a service request. 417 ServicePRO Training Guide

Help Desk Technology Corporation ServicePRO Last Memo Option Description Example Last Memo Manual Time Entry A means of recording the action taken regarding an incident or problem. This indicates if the time worked on the memo was manually entered Reminder Options The following table lists Reminder options. Table 12. Reminder Options. Time Scheduled Reminder Set By Reminder Set for Dismiss Option Description Example The time a reminder was scheduled to activate. The privileged user who created the reminder. The privilege user who receives the reminder. Dismissing a reminder will stop it from notifying you. Appointment/Meeting Options The following table lists Appointment options. Table 13. Appointment Options. Start Time User Subject Memo Option Description Example The time an appointment is set to start The user who set the appointment. The subject of the appointment. The memo entry explaining the reason for the appointment. Service Request Options The following table lists Service Request Options. Table 14. Service Request Options. 418 ServicePRO Training Guide

Help Desk Technology Corporation ServicePRO Option Description Example Category Asset Workstation Service Request Type Used to aid in the description of the specified incident. The item linked to the specified incident. The computer linked to specified incident. The type of request used for an incident. When opening a request regarding a printer issue, Rita should select the "printer" category. Rita opens a request because her sales software in not working. It s best she associates the software with a request via the Item field. Rita opens a request because her computer will not start. It s best she associates her workstation with a request via the Item field. Rita opens a "Tech Support" request for her printer issue. Purchase Request Options The following table lists Purchase Request options. Table 15. Purchase Request Options. Product Quantity Approval Status Approved Quantity Approver Allocated to User Option Description Example Allocated to Company Allocated to Organizational Unit Allocated to Asset PO# Purchase Request Type The item being requested The number of one particular item. The current approval status. This can be defined as: on approval declined partially approved pending received ordered The approved number of items. The privileged user who approved the purchase. Item assigned to an individual. Items assigned to a company. Items assigned to a Organizational Unit. Item allocated to another item. The given purchase order number. The type of purchase request used for the transaction. A purchase request is sent to Jill, a manager who can approve purchases. 419 ServicePRO Training Guide

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Help Desk Technology Corporation ServicePRO D Roles Index This section outlines the various roles that can be applied to a privileged user in ServicePRO. Data Access Roles Role Name Description Details Data Analysis Request View All Transactions Request View Full Summary Request View Public Summary Request View Public Transaction The ability to generate and customize reports in ServicePRO. The ability to view all Activity Stream transactions in the history of a request. The ability to view all Request Properties of a request. The ability to view only the public properties in the Request Properties of a request. The ability to view only public transactions in the history of a request This role is granted on the HR OU. The rep can now run reports on any requests stored under that OU. Any updates, workflow changes, or system generated updates will be visible. This includes private memos. As described. The public properties in the Request Properties are the following fields: Ref No, Title, Status, and Time Logged. View the memo updates of a request that are only viewable to the end users. No workflow changes, private memos etc. Request Roles Manage Role Name Description Details Delete Request Performance Rating Purchase Approval Purchaser Revise Memo The ability to permanently delete a service request in ServicePRO. The ability to rate the service received on a request on behalf of the requester The ability to approve items for purchase on a purchase request The ability to generate purchase orders and receive items ordered on a purchase order. The ability to edit previously entered memos and the time worked on a service request. Complete request deletion, nonrecoverable. Will be tracked in an audit trail report. Once the request is closed, the rep with this privilege is able to rate timeliness and quality on behalf of the requester. When a purchase request is submitted, this permission will be required to approve it for purchase order. Once the purchase order is approved, the rep with the purchaser right can then submit the order and receive it once it arrives. The rep can modify all memos on the service request. Old copies of memos will not be saved but it will be traceable in the audit trail. 421 ServicePRO Training Guide

Help Desk Technology Corporation ServicePRO Request Roles Workflow Role Name Description Details Dispatch Forward To* Move From* Pass Direct Submit Support Rep Update The ability to route a service request to and from a dispatch folder to other queues you have access to. The ability to route a service request to a selected Organizational Unit or Queue Folder The ability to move a request to another queue folder. The ability to set another Support Rep or Team as the owner of a service request The ability to add a new service request on behalf of another user. The ability to update and/or take ownership of a service request The ability to update a service requests without the ability to take ownership of a service request. The dispatch folder will become a part of your workspace and any requests in there can be moved into any folders you have access to. Any Queue or OU you have this role on you are able to put a request into. This does not put the queue/ou in your workspace. This allows you to see the contents of the queue and move requests from it to anything else in your workspace. Selecting this role puts the OU/Queue in your workspace. This role allows you to put a request into a Rep In Service. It will have to be in a queue that they have access to though. This role allows you to change the requester on a service request. This role makes the queues/ou that it is assigned to visible in the reps workspace. This comes with the Move From and Update Privileges. The rep is able to work on tickets but they are unable to put the request into their in service. They will also not have an inbox created for them. 422 ServicePRO Training Guide

Help Desk Technology Corporation ServicePRO System Management Roles Role Name Description Details Access Control Asset Administrator The ability to grant or deny roles to a user or team. The ability to create, modify, deactivate and delete assets. This will give the rep access to the Role Based Access Module where they can set all the above mentioned roles The rep will gain the Asset administration tab in their workspace and access to any assets stored within the OU that the role is assigned to. NOTE: Asset administrator is not required to view assets from within a service request. Data Analysis Designer HelpSTAR Administrator Project Designer Rule Designer Custom Object Designer The ability to access ServicePRO Stimulsoft report designer to customize reports. The ability to create, deactivate and manage all HelpSTAR objects excluding assets. NOTE: The Role of Asset Administrator (above) is required to manage assets. The ability to design and modify project and quick request templates. The ability to create, design and modify business rules. The ability to design and modify Custom fields for HelpSTAR Objects. As long as the rep still has Data analysis they can create custom reports. The Layout Preview tab will remain hidden unless this role is also assigned. This will also give you the ability to delete a public query or report. Objects include, but are not limited to, Users, Teams, Roles, Organizational Units, Categories, Companies, AD Sync, System Email accounts, Encryption, Business Hours, System options, memo templates etc. As described. As described. As described. 423 ServicePRO Training Guide