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The web interface is an optional part of NetHelpDesk. It allows both
technicians and end users to gain access to a subset of the NetHelpDesk
information via a web browser. See the installation section for details of how to install it. Three levels of usage There are 3 different level of usage in the web interface to cope with the various levels of access which you may wish to give your technicians, clients and end users. These are: 1. End user facilities This is aimed at end users who want to be able to log a new request and also to see the status of their existing and cleared requests. They can also look up things in the FAQ lists and knowledge base. They also get to see the web announcement or notice board messages. Optionally each end user can see either just his requests, all of the requests at his site, or all of the requests for his area/client. The end user logs in using his full name as defined under the NetHelpDesk site name. The password is set on the user details screen. On that screen you also set if the user has access to just his request or all at his site. 2. Client or Administrative End User facilities If you wish to give greater access to the NetHelpDesk information than is provided by the end user facilities, then this level of access may be appropriate. Here the client or maybe a designated administrative or super end user in each area is given access by being set up as a technician in NetHelpDesk that is restricted to just one area/client. He can then see all of the requests and cleared calls and also inventory and change log information. He can also log calls and look up the knowledge base. To create a client or 'super end user' with these rights, add a technician and on the third tab, set the field 'restrict to one area/client' to be equal to the required area/client. You can then set the web menu options as required to give the required access to menu items. 3. Technician facilities A technician can login with his normal NetHelpDesk username and password to the web interface. He then gains access to the information defined on his technician details web menu screen. Technicians can also add action items and clear calls and make change log entries. Technicians can also carry out some administrative tasks such as adding a new end user using the admin functions shown at the bottom of the menu. How to use the web interface Point your web browser to the URL of the website where the web interface has been installed and a login screen will appear. You can switch from the technician login screen to the end user login screen by using the menu at the left hand side. You can click on the home button at the top left in order to return to the main login screen. Once logged in, the left hand menu will show the available functions. Remember to log out when you have completed the task. You will be timed out after 15 minutes of inactivity as a security measure. The screens contain the same information as the Windows interface and so the concepts of sites, users, requests and actions should all be familiar. Refer to the Windows help for details of what each of the fields contain. Navigate the screens using the menu items, icon buttons and hyperlinks. An example of the details of a request screen is shown below. At the top is the home button that effectively clears the current screen and shows the menu. Next to that are four buttons that allow you to a) set a filter on what requests are displayed b) jump to the knowledge base c) view the requests using the current filter d) change to another area/client The menu of available functions is shown down the left side and the rest of the screen shows the information requested. The request details screen has four extra buttons in the middle of the screen for actions taken, editing the request, viewing user details, and the clear button which is used to enter details of clearances. The menu is divided into sections. a) The requests section allows the listing of current and cleared requests in various sequences. New requests can be added. If the technician has admin level access to requests, he can add a new user too via the new request site selection screen. Details of users can be edited by clicking on the user icon in listings and the request details screen. b) The service status screens show the status of the services at each site. The alert screen allows access to any alert messages that have been defined as being created for that technician on the technician escalation setup screen. This allows web messages to be created for events such as a new request being entered. c) The reports menu contains the SLA stats screen that shows the statistics using the current filter. So set the filter before choosing this option, if necessary. You can either see a pie graph or a bar graph along with the actual figures. The 'other report' menu item is used to link to an html page into which you can insert html text or links to other pages if required. d) The inventory screen shows lists of items at sites by site or by equipment type. e) The changes screen lists changes in the change log and allows new entries to be made. f) The knowledge base screen allows searches to be made of the knowledge base and also gives access to the FAQ lists. |
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Our powerful help desk software system and web interface helpdesk help desk software allows your company to run a more efficient helpdesk. It comes complete with a knowledge base, change management, and inventory management. |
