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.
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.
In this screenshot, the Action screen has appeared for the standard "Email User" action button. The main parts of any action button are:
A) Action Button menu tabs, with various functionality options.
B) The ability to use the action to send an email.
C) The white Rich Action Box, for free text which can include lists, screenshots, coloured formatting etc.
D) Action fields selected from the Actions Field List.
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.
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".
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.
In Area B, the Email functionality allows an Agent:
To send From a selected Mailbox (if more than 1 SMTP details have been added to the configuration, and are active). If you cannot see this field, go to the Options tab of the action button.
The To Address is populated with the End-users email address. From the top of the action screen, you will remember the End-user was "Requestor 1", and you can see Requestor 1's email is here automatically. If the end-user emails in from their email address, NHD will always use that email address for ongoing communications, until told to do otherwise.
The Carbon Copy and Blind Carbon Copy (CC, BCC respectively) email addresses you would expect to see in Email clients. If you cannot see BCC, go to the Options tab of the action button.
The Subject line, for you to either edit or add to the Email's subject.
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.
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.
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.
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.
In the Details tab, you can set some settings for the action button. These are:
Action Description - This is the text which will appear in the very first column of the Action grid, which records the history of actions. It can be different to the button's caption/label.
Status After Action - You can set the next status of the ticket, once the action has been added. It applies as soon as you click Save or Send on the action. To leave it blank, to force the Agent to think about what the status is, click the No Default Status, Must Choose.
System Use - There are list of system uses for Action buttons, and selecting them here will unlock or affect other parts of the program. Select once you are happy when you know their effect. If an action button does not allow you to delete it, it will be because the System Use is not set to "Not A System Action". Once it is, you will be able to delete the action button entirely.
Colour - Set a colour for the action entry in the Action grid history, to easily identify those actions in long lists.
Hide "Send Email to User" - Hide the checkbox that appears in Area D, as described above. It stops the Agents' ability to change the action to send an email or not.
Hide "Set Status to Closed" - Hide the checkbox that appears in Area D. It stops the Agents' ability to set that action button as the Closure action.
Do Not Show Screen - If you do not want the Action screen to appear at all, but for all of the settings in Details and Defaults tabs of the Action button set up to be applied to the ticket.
Force Assignment - If the ticket is currently set as "Unassigned", the Agent will need to assign the ticket before the Action can be applied to the ticket.
Do Not Show In Lists - Fully hides the Action button from all areas, but does not delete it.
Hidden outside of Workflows - The Action button will be active, but only available to Agents if added to a Workflow.
Force Note To Be Added - Stops the Agent from adding the Action without writing a note in Area C, the free text white box.
Start An Approval Process - Starts an Approval Process set up in Change Management option of the Main Configuration area. If used with "Do Not Show Screen" above, will start the approval process set here automatically, and not show the action screen following it. If "Choose at Start" is selected, it will ask the Agent which Approval Process to start from a menu of options you have added. If not, it is empty.
Override Response Behaviour - If using the Service Level Agreement (SLA) timings for Response, you can set the response automatically, ignore the automatic response, or make no change. This will be used in conjunction with the settings set in N > Setup > Main Configuration > SLAs > Respond Settings.
Button/Menu Caption - What label will appear under the Action button in the Ticket Details screen.
Button Image - The associated image for this particular button.
Sequence - The order action button appear in, can be set here manually, but usually ordered by dragging and dropping in the main Action List screen.
Hotkey (CTRL +) - Set a Keyboad shortcut to activate this action.
Speak with anyone at NetHelpDesk should you need any further assistance, by clicking on contact in the main menu of our website.