Getting Started with. SupportDesk. House-on-the-Hill Software Ltd. SupportDesk Green

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1 Getting Started with SupportDesk House-on-the-Hill Software Ltd SupportDesk Green

2 Software Copyright House-On-The-Hill Software Ltd. All Rights Reserved. Manual Copyright House-On-The-Hill Software Ltd. All Rights Reserved. House-On-The-Hill Software Ltd. disclaims any liability for any damage including but not limited to corruption of data whether arising directly or indirectly from the use of software originated by House-On-Hill Software. All House-On-The-Hill Software programs are supplied 'as is' and House-On-The-Hill Software Ltd. does not warrant that the operation of the program will be uninterrupted or error free or that program defects will be corrected. Windows and MS-DOS are registered trademarks of Microsoft Corporation. House-On- The-Hill Software Ltd. acknowledges the use of other trademarks in this manual and respects the rights of the holders.

3 Contents 1 About this Document Organisation of the Documentation How to Use this Documentation Overview of SupportDesk Summary of Basic Functionality Other Modules ITIL Compliance Where Next? Setting Up SupportDesk Mandatory Set Up Optional Set Up Importing Data LDAP Integrator PC Audit Microsoft Outlook Further Help With the Setup...8 Index...i Getting Started with SupportDesk A-i

4 A-ii Getting Started with SupportDesk

5 1 About this Document 1.1 Organisation of the Documentation The SupportDesk documentation is supplied in both printed and online form, although these have differences in terms of presentation and appearance. It aims to give you an overview of the product and detailed operating instructions for its various operations. The complete documentation is provided in four parts. For the help text, these will appear as separate modules. In the case of the printed manuals, each will have an identifying letter that will prefix the page numbers for easy identification of the part. The different parts and their intended use are: A. Getting Started (this document) is provided for the Administrator and has an overview of SupportDesk. It also gives a brief introduction to setting up SupportDesk. Anyone who has just installed SupportDesk should familiarise themselves with its content before attempting to create any data. B. Using SupportDesk is intended for all SupportDesk users. It covers standard features of SupportDesk and describes standard processing that is generally available. C. Administrator s Guide is aimed specifically at those with Supervisor privilege and therefore have unrestricted access to SupportDesk and all its records. It describes how to set up maintain data and how to undertake other processing to monitor and control SupportDesk. D. User s Guide is provided for general users of SupportDesk who undertake specific tasks each day. It tells you how to update various records, log and progress calls and produce certain reports. A separate document is also supplied for the intranet-based WebServer application. 1.2 How to Use this Documentation If you are a new user, you may read through the supplied documentation either in its printed or online format to establish SupportDesk s structure and features. Subsequently, you may need information in order to undertake a specific task or to achieve a particular aim. In these cases, you will refer to a relevant topic to find required details. You should also look at the document entitled Using SupportDesk, which covers the standard processing features that are common to the application. The Help Menu chapter tells you how to use the online help. Both the printed and online versions of the documentation have a table of contents so that you can locate the topic you require. They additionally have an index so that you can look for particular words and phrases. Note: The input of general text data is often self-apparent and, if so, is not covered in this documentation. The significance and use of other fields are described. Getting Started with SupportDesk A-1

6 2 Overview of SupportDesk SupportDesk is a help desk administration system that can be installed at many different types of company. It is a modular system and is typically used for two main purposes: external support of customers and contacts internal support of users and assets. Central to the operation of SupportDesk is the main window. This can list various types of data, including: your customers (who may be internal users), the full range of products you support and those that comprise customers inventory contracts that exist for support provided to customers and by suppliers calls that have been logged and the activities that are being worked on. You can choose what the main window is to show and can alter its content and appearance by various methods (see Changing the Appearance of the SupportDesk Window in Using SupportDesk). The main purpose of SupportDesk is to log and progress calls received by the help desk. In order to achieve this, full information is recorded for each call, including who it is for, what it is about, who is dealing with it, etc. The type of call may determine the activity that is appropriate. Logins can access the KnowledgeBase and Quick Calls to obtain information that may be stored from previous calls on the same subject. Progress will be recorded, all relevant information input, and solutions entered on completion. A-2 Getting Started with SupportDesk

7 As calls are resolved, the solutions may be transferred to the KnowledgeBase or as Quick Calls for use in other calls. A complete history of all calls may be built up so that you can generate statistics and reports. 2.1 Summary of Basic Functionality SupportDesk records extensive information about current and previous calls so that you can: see the status of all calls automate the progressing and reporting of calls highlight those that have priority or are overdue use previous calls as a basis for resolving problems assess performance against established targets produce management reports keep control of costs. SupportDesk provides complete control of the help desk function. Besides the major function of handling support calls, the information that SupportDesk records can be used to: generate and track purchase orders record and comply with contracts undertake Facilities Management tasks, such as scheduling preventative maintenance, for internal users. 2.2 Other Modules SupportDesk has various optional modules that provide additional facilities and may have been ordered as part of your system configuration: WebServer (described separately), enabling customers to log and access their calls and look at KnowledgeBase entries from remote locations Call Escalation, so that calls may be moved up to the next priority or service level automatically if action dates are exceeded SLA Monitor and Scheduler, to take snapshots of progress and to schedule regular reports and Quick Calls PC Auditor, for internal support, so that hardware and software details can be recorded automatically as inventory and licence agreements can be monitored Telephony, enabling contact numbers to be dialled automatically Mail, providing integration. Messages can be automatically generated to acknowledge logged calls and advice of call escalation. Customers can also be advised of solutions and attachments may be sent. Getting Started with SupportDesk A-3

8 CRM to enable the Sales Opportunity and Marketing Campaign functions LDAP Integration that obtains customer and contact details from existing internet directory services (e.g. Active Directory and NDS) Outlook Synchronisation so that calls and activities can be downloaded to Outlook, possibly transferred to a handheld device, and then loaded back to SupportDesk after update. These items are covered in detail in later sections of the documentation suite. 2.3 ITIL Compliance Note: SupportDesk can be configured to support ITIL methodologies. An optional ITIL pack can be installed that will enhance the effectiveness of the system, for those who have been ITIL trained. ITIL stands for Information Technology Infrastructure Library. It is a UK Governmentbacked initiative covering best practice for IT service management. SupportDesk has received PinkVerify ITIL accreditation for service support. One principle behind this feature is that several reported incidents may all result from the same underlying problem. You can therefore link several calls in order to identify a pattern. Once a problem is resolved, all these calls can be closed together and the same solution applied to each one. Within SupportDesk you can set up several folders to record calls and can specify different types, terminology and behaviour for each folder. This allows you to correctly categorise each call, making it easier to identify and link those that have similar features. The optional ITIL pack has several inbuilt features: separate pre-configured databases for Incidents, Problems and Change Management extended folder setup to include folder types (for Incidents, Problems, Change, FM and Project folders), call terminology (such as Incident) and the ability to define sub-folders multiple dictionaries so that each folder type can have its own dictionary extended category functionality allowing up to 30,000 category definitions, an additional urgency category, the ability to close linked records, force the linking of records and to restrict the update of current settings to authorised personnel only advanced permissions on login records. When ITIL is installed, the term configuration item is used instead of inventory. A full discussion of ITIL is beyond the scope of this document. For further guidance you may contact support@houseonthehill.com A-4 Getting Started with SupportDesk

9 2.4 Where Next? What I want to do: I am an Administrator and want to begin configuring SupportDesk from scratch I am an Administrator and I have a question about how to setup SupportDesk I am an Administrator and want to know more about one of the optional modules I am a standard level User and I have a question about using SupportDesk I want some general pointers on basic functionality I want to learn about configuring and using the WebServer I need to install the software I need to setup a new client machine Where I should go: Read the next chapter for guidelines Refer to the relevant section for your query in the Administrator s Guide Refer to the relevant section in the Administrator s Guide Refer to the relevant section in the User s Guide Refer to Using SupportDesk Refer to the WebServer User Guide Refer to the Technical Setup Guide Refer to the Technical Setup Guide Getting Started with SupportDesk A-5

10 3 Setting Up SupportDesk When SupportDesk is installed, it needs to be correctly configured before it can be used effectively. The setting up of some data is mandatory since the system will not work without the necessary information. Other set up is optional because default settings are available. Below is an overview of each task but each is described in detail elsewhere. Anything that is input only once or is amended infrequently will generally be included in the Administrator s Guide. Data that is changing constantly, such as products and customers, is described in the User s Guide. 3.1 Mandatory Set Up There are several types of records that should be set up before SupportDesk will work properly. The various record types can be displayed by selecting from the explorer panel on the left hand side of the main window. Click New to create another record of the same type or double click an existing entry to view or update it. The processing at the main window is covered in Using SupportDesk. Below is a list of tasks and where to find information to help you set them up: Mandatory Setup Task Document Chapter Company Configuration: defines the general characteristics of your organisation and the overall rules for processing SupportDesk. Customers may be external companies that you support or individual internal users. Set them up by entering details, importing as CSV files or through LDAP Integrator. Contacts can be set up independently or linked to specific customers. Besides keying in the details, you can import as CSV files or through LDAP Integrator, or can obtain them through Microsoft Outlook. Products and Product Versions can be imported or keyed in. Inventory may be manually entered, imported or loaded from PC Audit files. Logins identify users of SupportDesk and specify allowed actions. Initially, there is one login with unrestricted access and you need to create others and determine what they can do. End customers who are permitted to access their own records using the WebServer can be allocated a Web Guest login via their customer or contact record. Administrator s Guide 3.1 User s Guide 7 User s Guide 9 User s Guide 6 User s Guide 8 Administrator s Guide 4 A-6 Getting Started with SupportDesk

11 3.2 Optional Set Up Certain records have standard or default entries and so will function without any specific set up. However, you may want to adjust records to improve your control within SupportDesk. These records are: Optional Setup Task Document Chapter Service Level Management_D2HLink_150: define your SLA structure and Call workflow. By default Calls are logged against a very basic SLA structure. Folders: by default all Calls are logged in a single folder. You can set up other folders to store different types of Calls separately (e.g. to comply with ITIL recommendations.) Data Dictionaries: by default all fields have standard names. You can remove, add or even change field names to reflect your company s terminology. Templates: customise the s that are sent out and read into your system. templates are very general in an uncustomised system. Administrator s Guide 3.3 Administrator s Guide 3.2 Administrator s Guide 3.5 Administrator s Guide 9 Other, less integral set up is also possible, such as creating activity types and defaults, classifying contacts and defining public holidays. These are also covered in the documentation. 3.3 Importing Data You can create all data manually by keying in the details of records. However, various other facilities are available to speed up the process. Much of the data you require may already exist on other systems. The Database menu has an Import CSV File function that imports and loads various types of data, which must be in the correct format (covered in the Administrator s Guide). The following data can be imported: Products Customers Inventory Contacts Calls Getting Started with SupportDesk A-7

12 Knowledgebase Suppliers 3.4 LDAP Integrator Customers and contacts may be loaded to SupportDesk through this standard internet directory service, which is described in the Administrator s Guide. The service can also be used subsequently to update these records. 3.5 PC Audit This function, described in the Administrator s Guide, collects information about all hardware and software for internal users that you support. The information can be loaded to SupportDesk to create inventory of each product. 3.6 Microsoft Outlook Details of contacts may be recorded in Microsoft Outlook. If so, you can synchronise with Outlook files and transfer the contacts to the SupportDesk database. Do this to set up and subsequently update your contacts database. This is described in Using SupportDesk. 3.7 Further Help With the Setup If you have recently bought the SupportDesk software then the package will include an initial support service. If you need help then you are welcome to get in touch with us by e- mail or telephone. Remember that the full documentation suite can be collected from the technical library, If you want some personal assistance then you might consider a training or consultancy session undertaken by one of our own consultants. This is often the most effective way to ensure your system is configured optimally for your needs. Please contact House-on-the- Hill for details. A-8 Getting Started with SupportDesk

13 Index A About this Document 1 Additional records 7 Auditor 3, 8 C Call Escalation 3 Company Configuration 6 CSV file 7 D Default entries 7 E 3 External companies 6 External support 2 F Further Help With the Setup 8 H How to Use this Documentation 1 I Import Format 7 Importing Data 7 Internal support 2 Internal users 6 Internet directory service 8 ITIL Compliance 4 Microsoft Outlook 8 Modular system 2 N New user 1 O Optional modules 3 Optional Set Up 7 Organisation of the Documentation 1 Other Modules 3 Outlook synchronisation 4, 8 Overview of SupportDesk 2 P PC Audit 8 PC Auditor 3, 8 S Setting Up SupportDesk 6 SLA Monitor 3 Summary of Basic Functionality 3 T Telephony 3 W WebServer 3 Where Next? 5 L LDAP integration 4, 8 LDAP Integrator 8 Link calls 4 Load data 7 Logins 6 M Mail 3 Mandatory Set Up 6 Getting Started with SupportDesk A-i

14 A-ii Getting Started with SupportDesk

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