Helpdesk Operators

You should be at the 'Maintenance' page. If not, select 'Maintenance' from the drop-down list at the top of the page.

Helpdesk Operators are the people who use the helpdesk system. Scroll down until you can see the section entitled 'Helpdesk Operators'. You should see two links, 'Existing Helpdesk Operators' and 'New Helpdesk Operator'.

Click the 'Existing Helpdesk Operators' link. This will take you to the 'Helpdesk Operators Maintenance' page. At the top of the page is a 'Selection Options' box. This allows you to search for a particular Helpdesk Operator, specify the sort order of retrieved records and limit the number of records displayed per page.

We wish to retrieve all Helpdesk Operators, so leave the 'Containing' entry field empty and click the Retrieve button. You should see at least one record retrieved.

Each Helpdesk Operator has:

• Name - this identifies the Helpdesk Operator.
• E-mail - The system needs to know the Operator's e-mail address if you are using any of the e-mail functionality.
• Custom Fields - These are two Custom Fields, which you may have renamed from the Maintenance page. These are provided so that you can store information which is particular to the way you run your business.
• Edit link - If you have the appropriate privileges, this link will be displayed.
• Delete link - If you have the appropriate privileges, this link will be displayed.

Editing

Click the 'Edit' link. This will take you to the 'Edit Helpdesk Operator' page. You will see a number of additional fields displayed:

• Password - this is needed for the Operator to access the helpdesk. If you are editing an existing Operator, the password will not be displayed. Leave it blank to keep the existing password or enter a new password to change it.
• Privileges - You can control which parts of the system each Operator has access to by switching on and off the privileges shown here. For example, if you wished your Customers to have more access than the Guest user provided, you could define an Operator with just those privileges you wanted, then tell them the Operator name and password to log in with.

Most privileges are self-explanatory, some need further explanation:

• Change Contact - Without this privilege, this Operator cannot amend the selected Contact for an existing Job.
• Edit Time Spent - The Time Spent value on the Action Job window automatically increments for each minute the window is open. If the Operator has this privilege they may overwrite the value.
• May see all Operator's Jobs - Without this privilege, the Operator can only see and action Jobs which have been assigned to them.
• Override Customer Contract Expired - Without this privilege, when a Customer's support contract expires -either by date or they have used up all their New Jobs allowance, you will not be able to add/action Jobs for this Customer.
• Can see data relating to the following Customers - By selecting anything other than "All Customers", you will restrict this operator to only seeing data related to the chosen customer, (N.B. This also affects those reports with "Customer" in their title, but not any others).
  

Make any changes you wish then click the Update button.

The system will display a message confirming the update was successful or any error messages if there was a problem.

Click the Back button on your browser until you return to the 'Helpdesk Operators Maintenance' page, then click the Refresh button on your browser, or click the Retrieve button on the page, and you will see the changes you have made reflected in the retrieved records.

New

Now click the 'New Helpdesk Operator' link, this will take you to the 'New Helpdesk Operator' page, which is identical to when you were editing a Helpdesk Operator, except that all the entry fields are empty. Give your new Helpdesk Operator a name then click the Update button.

Deleting

Move back to the 'Helpdesk Operators Maintenance' page and click the Retrieve button, your new Helpdesk Operator will be included in the retrieved records. Click the Delete link. This will display the 'Update Helpdesk Operator' page with a Delete button which allows you to confirm the deletion. Click this button now and the system will display a message confirming the deletion was successful or any error messages if there was a problem.

Move back to the 'Helpdesk Operators Maintenance' page and click the Retrieve button, the Helpdesk Operator you have just deleted will not be included in the retrieved records.

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