1. Manuals
  2. Brands
  3. Novell Manuals
  4. Software
  5. OPEN WORKGROUP SUITE SMALL BUSINESS EDITION 9.3 - ADMINISTRATION...
  6. Manual

Novell OPEN WORKGROUP SUITE SMALL BUSINESS EDITION 9.3 - ADMINISTRATION 10-2007 Manual

Hide thumbs
Table of Contents

Advertisement

Quick Links

Download this manual
Novell
Open Workgroup Suite Small
Business Edition Helpdesk
w w w . n o v e l l . c o m
9 . 3
A D M I N I S T R A T I O N G U I D E
O c t o b e r 2 0 0 7

Advertisement

Table of Contents
loading
Need help?

Need help?

Do you have a question about the OPEN WORKGROUP SUITE SMALL BUSINESS EDITION 9.3 - ADMINISTRATION 10-2007 and is the answer not in the manual?

Questions and answers

Related Manuals for Novell OPEN WORKGROUP SUITE SMALL BUSINESS EDITION 9.3 - ADMINISTRATION 10-2007

Summary of Contents for Novell OPEN WORKGROUP SUITE SMALL BUSINESS EDITION 9.3 - ADMINISTRATION 10-2007

  • Page 1 Helpdesk Administration Guide Novell Open Workgroup Suite Small Business Edition Helpdesk w w w . n o v e l l . c o m 9 . 3 A D M I N I S T R A T I O N G U I D E...
  • Page 2 Further, Novell, Inc., reserves the right to make changes to any and all parts of Novell software, at any time, without any obligation to notify any person or entity of such changes.
  • Page 3 Novell Trademarks For Novell trademarks, see the Novell Trademark and Service Mark list (http://www.novell.com/company/legal/ trademarks/tmlist.html). Third-Party Materials All third-party trademarks are the property of their respective owners.

  • Page 5: Table Of Contents

    Contents About This Guide 1 Getting Started Overview ..............9 Requirements .
  • Page 6 Helpdesk Administration Guide...

  • Page 7: About This Guide

    Novell Open Workgroup Suite Small Business Edition Web site (http://www.novell.com/ documentation/nows/). Documentation Conventions In Novell documentation, a greater-than symbol (>) is used to separate actions within a step and items in a cross-reference path. ® A trademark symbol ( , etc.) denotes a Novell trademark.
  • Page 8 Helpdesk Administration Guide...

  • Page 9: Getting Started

    Getting Started Section 1.1, “Overview,” on page 9 Section 1.2, “Requirements,” on page 9 Section 1.3, “Installation,” on page 9 1.1 Overview Helpdesk provides an online resource for administrators to monitor incidents, check the status incident tickets, allocate work, and personalize settings to best fit their company’s needs. This allows Helpdesk users the reassurance that their incidents have been received by support teams.
  • Page 10 LDAP Host: Specify the IP address for your eDirectory server. In most cases this is the same as the server which you are installing Helpdesk LDAP Port: The default port for LDAP services is 389. However, this is a non-secure port and all authentication should use a secure connection.
  • Page 11 6 Click Next to continue your Helpdesk installation. 7 Specify the settings for your Helpdesk environment. Helpdesk Administrator User Name: The login ID for the default administrator of your Helpdesk application. Getting Started...

  • Page 12: Advanced Installation

    Helpdesk Tree: Name of your eDirectory tree. Helpdesk Download Path: The path from which all Helpdesk downloads occur. Keep the default to that ensure you receive updates from Novell. Helpdesk Upload Path: The path from which all Helpdesk uploads occur. Keep the default to ensure that you receive updates from Novell.
  • Page 13 LDAP Host: Specify the IP address for your eDirectory server. In most cases this will be the same as the server on which you are installing Helpdesk. LDAP Port: The default port for LDAP services is 389. However, this is a non-secure port and all authentication should use a secure connection.
  • Page 14 MySQL User: The user that will be used to manage the database. It needs full privileges. MySQL User Password: The password to which the MySQL User is linked. 4 Click Next to continue your Helpdesk installation. 5 Specify the settings for your Helpdesk environment. Helpdesk Administration Guide...
  • Page 15 Helpdesk Upload Path: This is the path from which all Helpdesk uploads occur. Keep the default to ensure that you receive updates from Novell appropriately. Helpdesk Title: The name you want your employees to see when they log into your Helpdesk application.
  • Page 16 Helpdesk Send User Queue Change: Keep the default of 0 to not notify users of a change in their queue association. Change to 1 to turn on notification. Helpdesk Send User Priority Change: Keep the default of 0 to not notify users of a change in the priority of their incident.
  • Page 17 Helpdesk Default Technician: Specify the default technician name for unassigned Helpdesk incidents. Helpdesk Technician Change E-Mail: Specify the e-mail address to be used to send notifications of reassignments of technicians Helpdesk Auto Helpdesk Auto Assign: Keep the default of 0 to not automatically assign incidents.

  • Page 18: Uninstalling Helpdesk

    Helpdesk Mail User Name: The user name of the designated helpdesk mail account. Helpdesk Return Address: The e-mail address used by the helpdesk for responding to user inquiries. Helpdesk Mail Provider: The type of mail service used by your company. Helpdesk Incoming Mail Port: The port that the server is listening on for incoming mail.

  • Page 19: Administration

    Administration There are four types of access that can be granted in the Helpdesk application. The role that is assigned dictates what a user can able to view. The four role types are: Helpdesk User: This role allows users to submit incidents and track them through completion. Technician: This role is for system engineers and technicians.

  • Page 20: User Directions For Submitting A Helpdesk Ticket

    Add New Incident page Figure 2-1 2.1.1 User Directions for Submitting a Helpdesk Ticket 1 On the Add New Incident page, click Add. In the Problem field, specify a description of your error. Be sure to write a detailed and accurate description of the problem. This allows for a speedier solution to be provided.

  • Page 21: User Directions For Searching For A Helpdesk Ticket

    5 Click Open Incident to submit the incident ticket. 2.1.2 User Directions for Searching for a Helpdesk Ticket 1 Click Lookup to check on a submitted incident ticket. 2 Sort tickets by clicking the following headings: ID, Date, Priority, Status, or Technician Assigned.

  • Page 22: Technician Role

    2.2 Technician Role The Technicians panel is where you add Helpdesk tickets and visit existing and competed Helpdesk tickets assigned to you. The Technician Add field allows you to specify the username you are submitting the helpdesk ticket for. To access the Technicians panel, you must be a helpdesk technician or administrator.
  • Page 23 3 In the Problem field, specify a description of your error and your solution. Be sure to write a detailed and accurate description so that other technicians can use your solution as a resource in the future. 4 In the Queue field, select the appropriate category for the problem. General: Miscellaneous problems.

  • Page 24: Technician Directions For Lookup Page

    2.2.2 Technician Directions for Lookup Page 1 Click Lookup to check on a submitted incident ticket. When you are on the Helpdesk ticket search page, you can change the order of the Helpdesk tickets by clicking Id, Date, Priority, Status, or Technician Assigned. 2 To access all submitted Helpdesk tickets, click Show All.

  • Page 25: Customizing A Search

    A reporter has access to the Incident and Reporter menu panels. The is a valuable tool to view how your business team members are performing. The Reporter can view the following statistics: Percentages of helpdesk tickets assigned to queues. Percentages of helpdesk tickets assigned to technicians. Average time it takes to close helpdesk tickets from different queues.

  • Page 26: Administrator Role

    2 In Queue drop-down menu, specify the queue level of the desired Helpdesk ticket. 3 In the Tech field, specify the name of the assigned Helpdesk technician. As you type the name of a technician, a drop-down field populates. Select the appropriate technician. 4 In the Status field, narrow your search by selecting the appropriate activity level of the desired helpdesk ticket.

  • Page 27: Creating And Assigning Queues

    Your Helpdesk application can be used for more than IT staff. You can create queues by department so that employees can submit requests and questions in one central location regardless of the destination of the request. For example: Sales and Marketing Human Resources IT Department You can mix and match configurations to find what works best for your business.

  • Page 28: Settings

    2 You can also search by queue or incident date. Click the respective drop-down menus and select the desired search item, then click Search. 2.4.4 Settings This database is pre-populated from eDirectory. If there are specific changes that you want to make in your Helpdesk settings, this is where you make them.
  • Page 29 Helpdesk Settings Figure 2-3 Administration...

  • Page 30: Roles

    2.4.5 Roles This is where Administrators can change the roles of users. You can assign combinations of the roles to grant the appropriate access for your staff. For example, you can grant Administrators the Administrator role and the Reporter role so they can assist users and track their technical staff’s efficiency.

This manual is also suitable for:

Open workgroup suite small business edition helpdesk 9.3

Table of Contents