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There are various ways of using NetHelpDesk to document your network and
process requests. Think about what sites and equipment you have in order to
decide on a reasonable structure for your data. The structure can be fine
tuned later as your needs change. The data model, below, shows how NetHelpDesk groups network information together. Your organisation covers AREAS or supports CLIENT'S networks AREAS/CLIENTS contain SITES Sites have USERS SITES have TYPES of DEVICES, CONNECTORS and SERVICES DEVICES and CONNECTORS have FIELDS that contain data Users at Sites make REQUESTS and report problems that become a KNOWLEDGE BASE DOCUMENTS relate to sites or equipment types TECHNICIANS resolve problems using all the above data and keep it up to date in NetHelpDesk. One way of starting the process of documenting your network and preparing to track requests is as follows: 1. AREAS/CLIENTS Sites are grouped either into Areas or by Clients. NetHelpDesk can be used by: A single organisation with a number of Areas and sites or A network support company that has a number of clients, each of whom has a number of sites. Make a list of areas, regions or clients that can be used to group sites together. Between ten and twenty areas will be a sensible number if you have more than one hundred sites. If you have a particularly large number of sites in one town, consider making use of different areas to split the sites up into groups. e.g. North London and South London. If you have only a few sites, then you may not need to have more than one area. Create an area called your company name or All Sites or Area One. |
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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. |
