The Email and Attachments, Calendar, Auto-Inventory, Services, Escalations and Alerts, Reports Schedule, Auto-Ticket Schedule, Scheduled Maintenance, and any XML integration are all processed outside of the main NetHelpDesk interface, in a program called NHServer.
The NHServer program must be running a scan for any of the above functionality to work. There are several ways this can be achieved, most popular using the Scheduled Task functionality that comes with Microsoft environments. However, you do not need to use all of these features to use NHServer, and don’t need to use any at all to enjoy the wonderful benefits of the main NetHelpDesk interface.
When launching the NHServer program, you should see the following flash up, albeit very quickly, to confirm that the program is indeed connecting to the database. If it does not appear, the product may open but no data pulled through.
The Email processing procedure is part of the NHServer program. It scans the mailboxes you define on the mail servers of your choice. In the initial setup interview, you may have configured a primary SMTP mailbox for outgoing Emails, and primary POP3/MAPI mailbox for incoming.
Typically, NHServer processes all mailboxes specified in the main Windows Interface. It polls the specified mailboxes for any Emails sitting in the root of the Inbox as tickets in NetHelpDesk. Once it has processed, it moves the Email automatically to the Deleted Items, so it does not process it again.
Those Emails in folders from the Inbox are not processed at all, and are ignored.
To add more than the primary mailbox setup in the initial interview, go into N > Setup > Main Configuration > Email > Advanced Mailbox Setup to specify more than one mailbox.
Due to this process, in the beginning, it is useful to create a specific Email address for this function, and not one used for many other purposes.
Even if you don’t use one already, an Email address such as email@example.com would be useful, to give to end-users moving forward. End users would then send their tickets and problems to this Email address, and the NHServer interface would then scan the mailbox associated with that Email address, to retrieve and process messages, and create tickets.
Remember, that NHServer will process EVERYTHING that is in the root of the inbox. If you don't want NHD to create a ticket from the email, put it in a folder.
1. The subject and body of the Email are used to create the Summary and Details parts of a new ticket in the database.
2. Attachments are processed and displayed in the ticket in their own separate tab. These attachments can either be stored in a folder that has the name of the ticket ID, or in the database itself.
3. The Email format is rich text, so any embedded images remain in the Email body, and displayed as intended in the ticket. They are not stripped from the main Email body.
4. The Email address of the sender is the first thing to be matched in the NetHelpDesk user list. Each NetHelpDesk user has multiple Email address fields on the User Details screen. If an exact match is found, the new ticket is logged against that end-user’s account.
5. It may be that you don’t know the contact details of every user at the Customer, but you do know their domain names, at the site level, you can specify in the Email matching tab the domain name of the company, including multiples if necessary. All tickets will then be assigned to the General User at that site. If specified in more than one site, it will assign to the first site it matches.
6. If no match is found, then you can choose to allocate all of the unmatched Emails to a selected site. By default, there will be a Client and Site calledUnknown when you install NetHelpDesk. All of the unmatched Emails will go to that site’s General User. This can be changed in NHServer, on the Config 2 Tab. You can also choose which user name at that site should receive the Emails.
7. Optionally you can create new NetHelpDesk users for unmatched Email addresses. They will be created under the site which you have selected by the rules above. When the user is created you can choose to just use the 'name' part of the Email address, or to use the whole Email address as the user name.
8. Optionally the Email is acknowledged and the user informed of the ticket id. This can be turned off at the user level on the Customer or End-user details screen.
9. Confirmation Messages are also optionally sent for tickets that are entered via the Windows client. If the checkbox 'confirm by Email' is ticked on the new tickets screen, then the NHServer program will send an Email to the user confirming his ticket.
10. The content of the message is controlled via the 'Email Templates' option button in the setup screen of the main NetHelpDesk program.
11. The Agent that the new ticket is assigned to is controlled separately for the Email interface. New tickets that are entered via the Windows Interface and the Web Interface are assigned based on settings in the Windows interface new tickets setup screen.
12. The tickets can be assigned to one Agent, a section using Unassigned Agent, or you can choose to assign them based on the Area/Client for which the ticket is based.
13. Each Area/Client can have a primary and secondary Agent. You can choose to assign tickets to that Agent. You can also choose to be notified of any tickets for that Area/Client.
14. Optionally you can have specially formatted Emails that don’t become new tickets. Instead they can update the status of services, transfer files and contain details of a remote users inventory details. See Email rules for more details.
15. There are also Automation of Assigning rules, which allow Emails to be assigned based on specified criteria.
Should you have any questions regarding any steps in this guide, please speak with the NetHelpDesk Support Team.
NetHelpDesk is available on a range of devices with industry-leading functionality available throughout.