You can create any number of logins with a privilege of Engineer. These logins cannot access SupportDesk but calls may be assigned to them.
The software licence determines the number of logins that are able to enter the system at one time.
Click the Copy to New Login button to create a user with the same details as the current one. You will need to enter a name, security information and other individual details.
Details Tab
Login Dialogue, Details tab
Name This is a mandatory field for the input of a unique name for the
login. The login name is displayed in the Explorer panel at the main window when the login is accessing SupportDesk.
Tag This is a mandatory field for the input of a unique login reference.
When calls are displayed at the main window, assignees (the logins assigned to resolve calls) are referenced by their tag. If the login tag is modified, the tag against existing records is also changed.
Login Password
Specify the details that the login must enter at the SupportDesk Login window when accessing the system (the login and password are disabled for Engineer logins).
Privilege Select one of the radio buttons to specify the areas of the system
the login may access.
Supervisor Supervisors have access to all parts of the system.
Support Support logins may update customers, products, calls, contracts
and suppliers.
Analyst This is the default privilege for new logins and allows them to input
Engineer This privilege puts the login into the list of assignees that can be selected at the call dialogue. An engineer has no login and no password. Any number of engineers may be entered. Their creation is not restricted by the licence agreement.
WebGuest For those systems with the WebServer option to access
SupportDesk.
WebGuests do not have Windows access. Their ability to view data can be restricted by specifying a View.
You can access the Login Details dialogue via the Contact Details dialogue to make customer contacts into WebGuest logins. If the WebGuest radio button is selected, the Windows Enabled configuration box is disabled and WebServer Enabled is ticked automatically.
Group A group has no login and password. Groups are used in
conjunction with resource allocation records so that other logins can be made members of the group. Assigning a call to the group includes the call in lists for the group members until the call is allocated to a particular group member.
Configuration The following configuration check boxes can be used to fine-tune
the login’s level of functionality. The ones that are available depend on the login’s privilege setting.
Windows Enabled Tick this box if the login is to access SupportDesk via Windows. If the login is a WebGuest, (see Privilege above) only using the WebServer to access SupportDesk, then this check box is disabled.
Delete Records Records can only be deleted if this box is ticked. The login must
also have the appropriate level of privilege. For example, a login can only delete a customer record if the login has access to the Customer menu (a privilege of Supervisor or Support) and this box is checked.
View All
Calls/Activities
Tick this box if the login is allowed to see all calls and activities listed at the main SupportDesk window. Only calls entered by and assigned to the login may be modified, unless the following check box is also selected.
Modify All Calls Normally, a login may modify a call that has been input by or assigned to the login. (A Supervisor can modify all calls.) If this box is checked, the login is allowed to alter the detail of any call. Note, for all the calls to be listed at the main SupportDesk window, the previous check box must also be selected.
Modify Call Notes The notes text cannot be normally altered once the OK button has
been clicked at the call dialogue. After this time, the notes text can only be viewed. If you check this box, the login is allowed to amend or delete notes at any time.
Modify Dates Tick this box to allow amendment of call dates.
Access Reports Indicate if the user can add and maintain reports through the
Group Assignment Tick the box if the user can assign calls to any login group. If it is unticked, the user can only assign calls to logins within their own group.
Create Calls Leave this box ticked if the login is allowed to create new calls.
Preventing this activity is useful for restricting the functionality of WebServer logins.
Close Calls Leave this box checked if the login is allowed to close calls.
Assign Calls Leave this box checked if the login is allowed to assign calls.
Create/Amend
Customers/ Products
Indicate if the login can create or amend customer or product records.
Add to Kbase Tick the box if the user is allowed to add call details to the
knowledgebase so that they are available to others. Advanced
Permission (ITIL)
This entry is only available if the optional ITIL pack is installed. Tick the box to set specific access permissions for the login. All database and folder types are listed, showing the permissions for each one. Double-click an entry to change access permissions:
The login can undertake every action where the box is ticked.
Default View The Default View pull-down lists the views created. (Views are
used to filter and order records at the main window.) Select the view to be in effect when the login first enters SupportDesk. (WebGuest logins are automatically locked into the ‘WebView’ view, but this can be altered.)
Exclusive Tick this box if the selected view is the only view the login is
allowed to have. This is especially useful for restricting the access of WebGuest logins.
Default Folder From the pull-down list, choose the start folder for the login (the
folder that is automatically opened when the login accesses SupportDesk). Calls raised by the login are entered into the current folder. To create folders, refer to “Folder Management” on page 8.
Selection All the available folders are listed. Click to select every one that
the login can access.
Login Management Tick the areas the login is allowed to access. To see the help desk
First/Second/
Third Line Support
Use the radio buttons to indicate the login’s support level. These can be used when reporting to analyse the support level a call required.
Dictionary Specify the Data Dictionary to be activated for this login. By this
means, different dialogue field prompts can be set for different logins.
Comms Channel Indicate the normal method of communication for this login. If you
choose SMS or SMS @ Night, any email messages are automatically re-routed to an SMS third party.
News Enter any message that is to be displayed to the user at login.
AutoSpell Check Indicate if text entries by this login to the call, notes and
knowledgebase dialogues are to be spell-checked automatically. If not, spelling can be checked on request.
Archived Use this check box to archive logins that no longer access
SupportDesk. Their login is released and their name removed from current lists.
Rec. Notifications Tick the box if notifications of expiry breaches or when warning and action times have been exceeded are to be displayed as pop- ups. If unticked, these details are still available from the
noticeboard (described in the User’s Guide).
Info Tab
Login Dialogue, Info tab
Most of the fields on this form are purely for narrative purposes. If the UK Post Code Integrator is installed, entering the post code and clicking the button will list matching addresses.
Rate per Hour/Day Enter the cost rates that apply for this login. These are used in job costing in preference to the rates set for the activity category and product, but not for the customer.
Options Tab
Login Dialogue, Options tab
E-Mail Enabled Only available with the E-Mail option. Tick the box if the login is allowed to send and receive E-Mail messages.
In addition, the following options may also be set.
Documents If ticked, the login can attach documents to the e-mail and receive
attachments on incoming mail. Self
Acknowledgement
Leave ticked if the login wants to receive e-mails that have been automatically generated to him or her.
E-Mail Enter the login’s e-mail address.
WebServer Enabled Tick the box if the login is to have WebServer access. Logins can
have both Windows and WebServer access.
Access to Call Notes Tick if the WebGuest is allowed to read call notes via SupportDesk WebServer.
Customer Lock-In For use with SupportDesk WebServer, to restrict the access of the
WebGuest to a specified customer’s calls. Leave blank if there is no restriction.
Lock onto Contact Applies if a customer lock-in is specified. Tick the box if the login can only see their own calls for the customer or leave unticked to see all calls for that customer.
Department/Group Lock-in
Make a selection from the pull-down list if a WebGuest with this login can only access calls with a matching department or group entered. Leave blank if access to all departments or groups is allowed.
Telephony Enabled Only available with the Telephony option. Tick the box if the login is allowed to use automatic dial out.
5
Defining Public Holidays
When calculating the elapsed time for a call, SupportDesk takes into account the office hours defined through Company Configuration. It will also disregard any public holidays you define here.
At the View menu, choose Database and then Public Holidays. You can also select
from within System Management at the Explorer panel to list existing entries. You can add, edit and delete public holiday details.
Public Holidays input
Enter or select the date of the holiday and input its description. Tick Archive for a holiday that is in the past and no longer required. If you operate in different countries, select the one in which the holiday applies.
6
Writing Scripts
This option applies for LDAP so that you build multiple LDAP scripts and connect to different Microsoft Active Directory and eDirectory servers.
Select Scripts from the System Management section of the Explorer panel to list existing scripts. You can then amend a script or add others.