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4. DEVICE TYPES Now you can define device types within each generic type. You may have a 3Com Hub and an HP Hub under the generic type of UTP Hubs. You create the new types by using equipment treeview on the main NetHelpDesk screen. This will allow you to define the manufacturer of the device and what fields of data you wish to keep about the device. You may wish to keep the IP address or File server name for devices. You can also choose to display a different bitmap or graphic if you want to make different devices easy to distinguish on diagrams. Each type of device or connector can have its own individual fields (e.g. Inventory Number, IP Address, File Server Name). You are not limited to preset field names for all devices. 5. INDIVIDUAL DEVICES and CONNECTIONS You now add devices to your site diagram and connect them up. Display the site diagram screen and choose the add device menu item or icon and select the device you wish to add. Position it on the screen as required. A grid will help line things up. You can turn the snap to grid off if you like. Once added, use the right mouse button to edit the data fields for the device. When you have two devices added, you can join them with a connector by using the add connector icon or menu item. Select the type of connector and click on the devices at each end. 6. SUPPLIERS You can enter details of suppliers who manufacture devices and who you log help calls to. You can slowly add items to the supplier screen as and when you need to contact them. Or you could enter all details in one go. 7. USERS AT SITES Each time a new user at a site makes a request or logs a call you can quickly add them to the database. In this way, the user list is built up as needed. It may be easiest to put all your site and area names in first, to get a logical structure to your database. If you have a spreadsheet or file of sites and users that you wish to import to NetHelpDesk, please contact our support team who have various importation tools available. 8. KNOWLEDGE BASE The easiest way to start this is to ask support staff to make an entry once they have fully cleared a call. At this time they can re-assess the symptoms and actions they took to make a useful entry for other staff. The review features allow you to review the data periodically and enforce standards and quality of the knowledge base. 9. USER DEFINABLE PARAMETERS NetHelpDesk is customisable to meet the needs of your organisation. The setup screens allow you to define a number of parameters and values. You should review the default values that have been set. You may need to add extra actions, outcomes, and status values or rename them to suit your procedures. Final Note Encourage staff to update NetHelpDesk each time they install new equipment or change equipment at a site. Install NetHelpDesk on a portable PC and update the details on site. |
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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. |
