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Actions Guide

Imagine a product that lets you define what action buttons are called, and define what happens when you click them. Now imagine that functionality not costing your business hundreds of thousands in cash. Welcome to NetHelpDesk.

Action buttons can be added, edited and deleted as needed in the Tickets, Projects, and Opportunities areas of NetHelpDesk. The common thread with all of these areas is "Tickets", and Actions can be used across all three, restricted to certain areas, or restricted by Agent, Ticket Type or if Workflows are introduced.

1. Understanding Action Buttons

In the product’s standard setup, we have suggested some sensible options for action buttons within tickets. In the latest trial downloads from our website, we have also introduced standard Workflows, which may be useful for a standard ITIL workflow management, as standard. Click HERE to read the workflow guide.

Ultimately, all of the Action screens have the same structure behind them, and because of this, can be tailored to your exact requirements. Here we will show you how to use the Actions screen, and its many features. Action buttons can also have this screen switched off, so it will process a series of defaults, without showing the Agent this screen. We will cover this later on.

1.1 Understanding the Action Button Screen

In this screenshot, the Action screen has appeared for the standard "Email User" action button. The main parts of any action button are:

Actions 1

When creating an action button from scratch, the structure of that action button would be the same as this one. Areas A, C and D will always appear on the Action screen. Area B will only show when the Send Email To User option has been switched on. You will see in area D here, the option has been made visible and is ticked.

To edit this, go to N > Setup > Main Configuration > Action > Edit Action > Defaults Tab.

Actions 2

At the very top of the action screen, there is some information presented, to help you with where you are. In this screenshot, we can see that we are working on Ticket number or "Request ID 25", and "Customer 1" is the client, "Requestor 1" is the End-user, the Action button being used is "Email User", and the Summary of the ticket was "Issue with my Printer".

Actions 3

In Area A below this useful information, you will see the "Message" tab is active, and there are some basic Rich Text formatting options you would expect to see on an action screen, allowing you to change the font style, size and colour, Cut/Copy/Paste, Bold, Italic, Underline, and so on. There are other options to the right of this, which we will come back to later.

Actions 4

In Area B, the Email functionality allows an Agent:

There are clickable buttons here as well, leading to other functionality. However, as displayed here, all of these fields can be edited as required, and the screen can be cancelled at any time, to start from the beginning again.

Actions 5

In Area C, this is a free text box, to write your message to the end-user. It can be written in any style you would like, such as a standard email format you would use in Email clients such as Microsoft Outlook. You can include images and screenshots, add lists, and much more to this white box.

Whilst just being a big white empty square on your screen, programatically, this box is really important, and is referred to as $RICHACTIONNOTE. Email templates linked to action buttons can include this $variable, to populate with the text you write here. Again, we will come to this later on.

Actions 6

In Area D, the Action Button fields lists will appear at the bottom of the Action. Here, the "Status" and "Man Hours" fields have been chosen to display, and the "Send Email to User" option has been left to display. We can use these fields to set the status of the ticket after we have sent the email, and record the time we have taken to complete this activity. So, if it took us 2 minutes to write a quick email to Peter (in this example), we can record it here.

Actions 7

1.2 Understanding Action Screen Settings

Admin users can access the Action buttons setup in N > Setup > Main Configuration > Actions to see how these action buttons come together, and can be changed. Click "New" or "Edit" to see the Action button's settings.

Actions 8

In the Details tab, you can set some settings for the action button. These are:

Actions 9

Speak with anyone at NetHelpDesk should you need any further assistance, by clicking on contact in the main menu of our website.


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