Difference between revisions of "Enhanced Help Desk"

Revision as of 11:50, 31 May 2017

Configuration Options

Each of the contact details elements are configurable with the ability to hide/show the field and also ability to set the mandatory requirements for the option.

Contact Details - System Parameters are controlling visibility and mandatory options for Contact Details fields.

Asset/Equipment Selection

The form allows for setting the preferred way of selecting the Asset/Equipment, the form can be configured so users can have one of the following 2 options:

• Selecting Asset/Equipment from Hierarchy or
• Using dynamic lookup field.

The end user can manually override the configured options above directly from within the Helpdesk form. For example, if the form is configured to select the Asset/Equipment from the Hierarchy, the user can untick the option and use the Dynamic lookup option. If the form is configured to use Dynamic lookup field, the form can also have two options for configuring the preferred method for selecting the Asset/Equipment from the Asset register:

• Select from a scan view list or
• Select from Tree view.

The Asset selection configurability can be controlled via Asset Selection - System Parameters

Right Hand Panel – Tab page

• The Enhanced Helpdesk form can be configured to display/hide a Right hand panel of the which consists of 3 tabs initially:
  • Outstanding Jobs tab: This shows a list of all Outstanding Work Orders against the selected Asset/Equipment
  • Attachments/Additional Info tab and
  • Picklist tab

• The Right Hand Panel can be either displayed or hidden depending on the configurable value within the following system parameter:

Name: FormDesignConfiguration\EnhancedHelpDeskForm\RightHandPanel\ShowRightHandPanel Description: When this parameter is set to TRUE, the Right Hand Panel will be visible on the Enhanced Helpdesk form. If set to FALSE, Null, or any other value, the Right Hand Panel will be hidden. Default Value-Out of the box: FALSE

• If the Right-hand Panel is configured to be visible, the Active tab will be the ‘Outstanding Jobs’ when the Helpdesk Form is launched.
• Outstanding Jobs tab will display a simple list of all outstanding work orders currently raised against the selected Asset/Equipment. This will help the user to quickly check outstanding work and decide if they need to carry on raising the HD request or maybe refer to existing jobs for updates.
• The ‘Outstanding Jobs’ tab can also be configured to be displayed or hidden according to the following system parameter:

Name: FormDesignConfiguration\EnhancedHelpDeskForm\RightHandPanel\ShowOutStandingJobs Description: When this parameter is set to TRUE, the ‘Outstanding Jobs’ tab will be visible on the Enhanced Helpdesk form. If set to FALSE, Null, or any other value, the Right Hand Panel will be hidden. Default Value-Out of the box: TRUE

• The Picklist tab visibility is not driven by system parameters. The Picklist tab will be visible if the Standard Job associated to the selected Question set has a predefined Picklist group attached to it.
• Attachments Tab will always be visible if the Right Hand Panel section is configured to be dispalyed on the Enhanced Helpdesk Form