Enhanced Help Desk

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 ShowRightHandPanel System Parameter

• 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 ShowOutStandingJobs System Parameter

• 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

Helpdesk Type

The Enhanced Helpdesk form can be configured to select the type of Helpdesk being raised. It can be configured to be a:

• Simple Helpdesk Form: This will prompt the helpdesk user to enter a free text description of the Helpdesk Request. No Triage Questions will be shown on the form. The free text description field will be mandatory in this case.

• Triage Question Based: Where the Helpdesk user will be prompted with Questions & Answers to capture the Request details in a predefined structured way. No free text description is available on the form in this case.

• Triage Question Based with free comments: This option will provide the user to capture the description of the Request using both the strctured Question sets as well as the free tex description field.

Helpdesk type selection can be controlled by the HelpDeskType System Parameter.

When using the option 3 above, Triage Questions as well as 'Comments', the 'Comments field' will be set mandatory according to the following rule: The Triage Questions link to a standard job and that standard job has a blank Job description defined.