Partners. Brief Description:

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2 Partners

3 Partners Important: This part of the HelpDesk User s Guide is the Partner section, and contains information about the Partners role in the HelpDesk system. For other information, please refer to the introductory section of the User s Guide. Page number references contained herein refer to the page numbers in the complete User s Guide which contains all sections. Please NOTE: This application is fully customizable and renditions will vary based upon the individual needs of your specific organization. For explanatory purposes, this user's manual is based upon an example Help Desk, called the "911 Field Support Team." Your workflow, your actions and operations, as well as the look of your system, may vary based upon the conditions of the organization and environment in which you operate. However, the fundamental groundwork remains the same across variations in versions, and the processes described in this manual serve as an accurate guide. Brief Description: Partners become involved in the process of resolving an issue when a Team Member or an Administrator promotes the issue. When an issue is promoted, the Partner can choose to acknowledge (ack) the issue or to not acknowledge (nack) the issue. If the Partner does not acknowledge the issue, it is returned to the last owner of the issue (whoever promoted the issue). If the Partner acknowledges the issue, that Partner can answer or promote the issue. If the Partner promotes the issue, that Partner assigns responsibility to another partner, who has the option of acknowledging or not acknowledging the issue. If the Partner answers the issue, it is returned to the Team Member who originally submitted the issue. Konica Business Technologies 3

4 Partners Section One Main

5 Partners Main Please NOTE: The HelpDesk Tracker System is fully customizable and will vary based upon the particular needs of your organization. For explanatory purposes, this user's manual is based upon an example Help Desk, called the "911 Field Support Team." Overview The Main Menu is the one section of the system that stays with you wherever you navigate throughout the system. Links vary depending on role, as do the areas seen when links are clicked. Main The Main section of the Main Menu is the primary navigational tool for the system. Main contains links to the pages within the system with which you will likely most often be working. Wherever you are within the system, clicking on any of the links provided in the Main section of the Main Menu will take you to that section. Main Section Main Menu Konica Business Technologies 5

6 Partners Main Home Please NOTE: The look and layout of your Home Page may vary, based upon the specific, customized needs of your organization. Home Page Layout When you click on Home in the Main section of the Main Menu, you are taken to your personal Home Page screen from wherever you are in the system. The screen layout displays the Main Menu on the left. Headings for News, Inbox, and Tracker are displayed in the center of your Home Page. The items shown in each of these categories are your three most current items. For more information about the Home Page, please refer to the Home Page chapter. For more information about the functions contained within the Home Page, please refer to the chapters or sections specific to those functions. News In Box Three Most Recent Items Main Menu Tracker Konica Business Technologies 6

7 Partners Main News News provides you with important news and data posted to the system. If you have the privileges, you may post information and files for Team Members and Administrators to view, and attach files for others to read. Depending on the privileges associated with their role, Team Members and Administrators may also be able to post information and files. 1. Click on News in your Main Menu, the News heading in your Home Page, or All next to the News heading. All three actions will take you to your News Box. 2. There may be multiple pages through which you may navigate. To maneuver around the open pages, use the first, back, next and last selections displayed at the bottom of the screen. 3. Items in this box may be sorted according to your preferences. Click on the headings of the categories to sort this area by that heading's criteria. 4. To view the files associated with the Headlines in the News box, click on the link in the Link column next to that item s headline. Konica Business Technologies 7

8 Partners Main News (Continued) 5. If you have the privileges associated with your role, you can add an item to the News box. To Add an item to the News box, click on the Add link below at the bottom of the page. 6. If you wish to add a file, click Browse to select the file from your directories or enter the path of the file you would like to upload (Example: c:\mydocuments\demo911.html). 7. Click Upload when you have selected the correct file. The Link Name and Link To fields will automatically fill with the link to and name of the file you have uploaded. 8. Today's date will default in the When field. If you would like to change the date, use the year-month-day format. 9. In the Headline field, type the information you would like to post or a description of the file you are adding to the News Box. 10. At any point, you may click Reset to clear all fields. 11. Click Add to include your file to the News box. 12. Clicking Add will automatically return you to the News box. The file you have just added will now be included as the first file in the News box. 13. To delete a news item, click on the Delete link beside the headline of the item. IMPORTANT: The system will not support uploading files of 0 MB. The system supports a maximum file size of 5 MB. Konica Business Technologies 8

9 Partners Main Logoff Logoff when you have completed your current session and want to exit the system. 1. Click Logoff in the Main section of the Main Menu 2. You will be given a screen asking: "Are you sure you want to logoff?" If you click Logoff, you will be logged off the system. 3. You will be provided with a link to logon again. If you want to logon again, click on the link provided and you will be prompted to enter your User Name and Password again. 4. At any point, If you decide you do not want to Logoff, you can click on any other link in the Main Menu to continue using the HelpDesk Tracker System. Konica Business Technologies 9

10 Partners Main Inbox Inbox displays issues for which the Partner is currently the owner. These issues have been promoted to the Partner by a Team Member or Administrator Further, if the Partner promoted an issue that was not acknowledge by another Partner to whom the issue was promoted, the issue returns to the initial Partner s Inbox. 1. Click on Inbox in the Main section of the Main Menu, the Inbox heading, or All next to the Inbox heading. All three actions will take you to your Inbox. 2. There may be multiple pages through which you may navigate. To maneuver around the pages, use the first, back, next and last links displayed at the bottom of the screen. 3. Items in this box may be sorted according to your preferences. Click on the headings of the categories to sort this area by that heading's criteria. 4. To view an issue in your Inbox, click on the Issue Number to display the Summary Page of the item. Summary Page details can be found on page To exit your Inbox at any time, click on any other link within the Main Menu. Konica Business Technologies 10

11 Partners Main Tracker Tracker displays items that you have decided to track the progress of. If no items are currently in your Tracker, the screen will state "There are no items in your Tracker." The Tracker section allows for easy access to all of your assigned work issues and other issues in which you have a particular interest. Team Members, Administrators and Partners all may select issues to track in their Tracker. 1. Click on Tracker in your Main Menu, the Tracker heading in your Home Page or the All link next to the Tracker heading. All three actions will deliver you to your Tracker. 2. There may be multiple pages through which you may navigate. To maneuver around the open pages, use the first, back, next and last selections displayed at the bottom of the screen. 3. Items in this box may be sorted according to your preferences. Click on the headings of the categories to sort this area by that heading's criteria. Changed indicates when the status of the issue was last updated. Project indicates what type of project the issue is, helpful if your system is handling multiple projects at once. Issue shows the Issue Number of this issue. Type indicates what type of issue it is. Status shows how far along in the workflow the issue has gotten. Description offers a brief synopsis of the issue or question. Konica Business Technologies 11

12 Partners Main Tracker (Continued) 4. To view an issue in your Tracker, click on the Issue Number to display the Summary Page of the item. 5. The same Summary Page and Issue Menu appears whether you are viewing through your Tracker or your Inbox. Summary Page details can be found on page At any time, you may exit your Tracker by clicking on any other link in your Main Menu. Konica Business Technologies 12

13 Partners Section Two HelpDesk Call

14 Partners HelpDesk Call Search Please NOTE: The HelpDesk Tracker System is fully customizable and will vary based upon the particular needs of your organization. For explanatory purposes, this user's manual is based upon an example Help Desk, called the "911 Field Support Team." To search for an issue in the system, click the Search button in the HelpDesk Call section of your Main Menu. Here you will get a form in which you may enter information and search for a matching issue. Please NOTE: If you know the issue number of the issue for which you are searching, enter that information in the Open Issue field in your Main Menu instead of performing the search, as described in Section Four of this chapter. If you are searching for a specific issue, but you have a limited amount of information, use the search option. If you are searching to find an issue that is similar to an issue that a caller has raised, use the search option. 1. Click on Search in the HelpDesk Call section of your Main Menu. Konica Business Technologies 14

15 Partners HelpDesk Call Search (Continued) 2. Any information you enter in this box will increase your chance of returning matches to your search. You can also enter information in the Question/Issue Tab and the Comments Tab. The more information you enter in these Tabs, the more focused your search will be. 3. For best results, information entered into these fields should be as close as possible to the information for which you are searching. Leaving all fields blank will return all issues. Sample Search 1. As an example, we will search the system for issues involving z-folding. If another issue similar to the issue entered in our previous Sample Completed New HelpDesk Call (Chapter Five, Team Members: page 42 & 43) has been entered into the system and resolved, then we can use the information contained in the Answer to that issue to help resolve this new issue. In this example, we simply enter z-folding into the Description field of the Question/Issue Tab, and click Search to see the returned matches. Konica Business Technologies 15

16 Partners HelpDesk Call Sample Search (Continued) 2. The system will return issues that contain the criteria entered for the search. Returned matches appear as shown below. 3. If the system returns more than one match, you may order them by the four category headings listed, (i.e., id, changed, status, description). Clicking on the heading will sort the returned matches, according to that heading's criteria, in descending order. 4. Clicking on the id number of a returned issue will bring you to the Summary page, where you can view the details and make changes to the issue. Details of the Summary page are described on page 146. Konica Business Technologies 16

17 Partners HelpDesk Call Browse Please NOTE: The HelpDesk Tracker System is fully customizable and will vary based upon the particular needs of your organization. For explanatory purposes, this user's manual is based upon an example Help Desk, called the "911 Field Support Team." To view all of the issues and questions that have been entered into the workflow, click Browse. Browse enables you to see a synopsis of each issue or question entered into the system. 1. Click Browse in the HelpDesk Call section of the Main Menu. 2. Navigate the Browse list with the first, back, next and last buttons beneath the list of issues. 3. Issues are sorted originally by the Issue Number automatically assigned when they are first submitted into the workflow. Clicking on the headings (i.e., issue, changed, status, description) will sort the issues, according to that heading's criteria, in descending order. 4. Clicking on the Issue Number of a returned issue will bring you to the Summary page, where you can view the details and make changes to the issue. Details of the Summary section are described on page 146. Konica Business Technologies 17

18 Partners HelpDesk Call Reports Please NOTE: The HelpDesk Tracker System is fully customizable and will vary based upon the particular needs of your organization. For explanatory purposes, this user's manual is based upon an example Help Desk, called the "911 Field Support Team." The Reports section of the Main Menu allows you to generate, view, print and save reports based upon information input into the workflow. There are several categories of reports and several formats from which to choose. The Reports that you will be able to access will vary based upon the privileges associated with your role. 1. Click on the Reports icon in the HelpDesk Call Section of the Main Menu. 2. Select the Report you would like to generate from the first drop down Menu. 3. Enter the dates that you would like the report to include, using the format provided in the on-screen example. Please NOTE: Date format for generating reports is Year-Month-Day. Konica Business Technologies 18

19 Partners HelpDesk Call Reports (Continued) 4. Choose the format in which you would like to generate the chosen report. Your choices are PDF (Portable Document Format), HTML (HyperText Markup Language) or CSV (Comma Separated Values). PDF is the format best for printing; HTML is the format best for reading onscreen; CSV is the format best for data manipulation with a database application, such as Microsoft Access or a spreadsheet application, such as Microsoft Excel. 5. At any point, you may click Reset to return to the system defaults and negate the changes you have made. 6. Once you have made the settings you would like to view or print, click Generate Reports. The following screen will appear: 7. Click here to view the report. The system will automatically open the application most suitable for viewing the report in the format you have chosen. From this application, you may print the report. Important: You must have Adobe Acrobat Reader to automatically open PDF reports. If you do not have Adobe Acrobat Reader on your system, you will be prompted to direct the system to a location where you would like Adobe Acrobat Reader downloaded. Konica Business Technologies 19

20 Partners Section Three Documentation

21 Partners Documentation Documentation The Documentation section is a central repository comprised of multiple directories where information and files can be stored. The quantity of links that you see and what they are called are based upon the customized requirements of your organization. In this example, we have four directories, General Info and Others. Since the processes for navigating the pages, adding information and deleting information are the same for each section, this manual will only cover one Documentation directory. 1. Click a Documentation link in the Main Menu of your Home Page. 2. Navigate the list with the first, back, next and last buttons beneath the list of issues. 3. Files are sorted originally by origination date, beginning with the most recent. Clicking on the headings (i.e., date, description, link) will sort the files, according to that heading's criteria, in descending order. 4. To access files already saved in Documentation, click on the link associated with the file. This will open the file within the browser you are using. 5. To delete files saved in the Documentation list, click Delete next to the link. Konica Business Technologies 21

22 Partners Documentation Documentation (Continued) 6. If your privileges allow, you may add files to the Documentation list. Click the Add button beneath the Documentation list to add files to the Documentation. 7. Click Browse to select the file from your directories.or enter the path of the file you would like to upload (Example: c:\my documents\ Help.doc). 8. Click Upload when you have selected the correct file. The Link field will automatically fill with the link to the file you have uploaded. 9. Today's date will default in the When field. If you would like to change the date, use the year-month-day format. 10. In the File field, type the name of the file you are adding to the Documentation list. 11. In the Description field, type a brief one-line description of the file you are including in Documentation. 12. At any point, you may click Reset to clear all fields. 13. Click Add to include your file in the Documentation list. IMPORTANT: The system will not support uploading files of 0 MB. The system supports a maximum file size of 5 MB. Konica Business Technologies 22

23 Partners Section Four Open Issue

24 Partners Open Issue Open Issue The open issue option in your Home Page's Main Menu allows you to directly access the details of an issue by simply entering the issue number. Entering an open issue number in this box will bring you directly to the Summary Page containing information about that issue. Konica Business Technologies 24

25 Partners Section Five Working with an Issue

26 Partners Working with an Issue Summary Page Please NOTE: The HelpDesk Tracker System is fully customizable and will vary based upon the particular needs of your organization. For explanatory purposes, this user's manual is based upon an example Help Desk, called the "911 Field Support Team." 1. Every time you click on an Issue Number link, enter an Issue Number in the Open Issue box, or otherwise view an issue, the Summary Page and Issue Menu are displayed. It is from the Issue Menu that issues are moved toward resolution and closure. Main Menu Issue Menu Summary Box 2. From this page you have many options. You have the Main Menu on the left side of the screen, the Summary Box on the right, the Issue Menu in the middle. 3. At any time, you may select any option from the Main Menu and link to the pages as described in previous and following sections. Konica Business Technologies 26

27 Partners Working with an Issue Summary Page (Continued) 4. The Summary Box provides a brief synopsis of the issue. The categories contained in the Summary Box are as follows: A. Project: Describes what project this issue is associated with. In this case, all issues are part of the 911 Field Support HelpDesk project. B. Type: Describes what type of issue it is. In this case, all issues are HelpDesk calls. C. ID: Gives the ID number of the issue. This is helpful for searches and for directly accessing the issue through the Open Issue box in the Main Menu. D. Status: Tells you the stage of the system s workflow in which this issue presently is. There are several options that will appear in this field, described on the following page. A C D B Konica Business Technologies 27

28 Partners Working with an Issue Summary Page (Continued) 4. (Continued) Submitted - When an issue is first submitted into the workflow, Submitted appears in this row. Assigned - After the group administrator has reviewed the issue, he may choose to assign the issue to a team member. This means that he is giving responsibility for the issue to that team member. Assigned appears in this row. Open - When an issue has been assigned to a team member and acknowledged by that team member, but not yet answered or resolved, Open appears in this row. Reassigned - When an issue has been assigned to a team member by another team member Reassigned appears in this row. Promoted - If the responsibility for the issue has been given to a Partner by a Team Member or Administrator, Promoted will appear in this row. Answered - When a team member, administrator, or partner returns an issue to the team member who submitted the issue and the issue has been answered, Answered appears in this row. D Konica Business Technologies 3

29 Partners Working with an Issue Summary Page (Continued) 4. (Continued) Pending - When an issue is nearly completed but has yet to be closed by the initiating team member, Pending appears in this row. Closed - When an issue has been fully resolved and closed by the team member who submitted the issue, Closed appears in this row. Accepted - When an issue has been accepted by the administrator, but not yet assigned or promoted, Accepted appears in this row (administrators only). Rejected - When an issue is rejected by an administrator after initial submission by a team member, Rejected appears in this row. E. Owner: The name of the owner of the current owner of the project is in this row. This is person who is presently responsible for either resolving the issue or assigning or promoting the issue to some one who will resolve it. E D Konica Business Technologies 29

30 Partners Working with an Issue Summary Page (Continued) 4. (Continued) F. Last Change Date: Shows the date when the issue was last addressed. G. Submitted By: Shows the name of the team member who handled the call and submitted the issue to the administrator. H. Submitted On: Shows the date of origination for the issue. I. Brief Description: Provides a brief description of the issue. G I F H Konica Business Technologies 30

31 Partners Working with an Issue Issue Menu Please NOTE: The HelpDesk Tracker System is fully customizable and will vary based upon the particular needs of your organization. For explanatory purposes, this user's manual is based upon an example Help Desk, called the "911 Field Support Team." The actions listed in this section are contingent upon your privileges associated with the responsibility of your role with the system. The Issue Menu is the heart of the HelpDesk Tracker System. Here is where all of the workflow comes together. From this Issue Menu, Partners work with other members of the organization to resolve callers' issues. Overview The following is a description of the first eleven elements in the Issue Menu. These are broken apart from the bottom elements because they are the same on every Issue Menu, no matter what stage of workflow an issue is in, no matter who (team member, administrator or partner) is viewing the pages. Other options, which will always appear on the bottom of the Issue Menu, differ depending on the user and on the issue's current place in the workflow. For Partners, the actions that you are specifically concerned with are Ack, Nack, Promote and Answer. These options are discussed in detail beginning on page 157. Issue Menu Konica Business Technologies 31

32 Partners Working with an Issue Issue Menu (Continued) 5. Append Notes. Clicking on this link allows you to append a note of your own to the issue. Enter the information in the field and click Append. Your note will automatically be added to the issue's constellation of information and included in its history log. 6. Append File. If your privileges allow, clicking on this link allows you to append files to the issue. If you have a file that will be helpful in resolving the issue, click on this link to include it with the issue.click Browse to select the file from your system or enter the path of the file you would like to include with the issue. Clicking Upload will automatically include the file with the issue. The system will not support uploading files of 0 MB. The system supports a maximum file size of 5 MB. Issue Menu Konica Business Technologies 32

33 Partners Working with an Issue Issue Menu (Continued) 7. Delete File. Clicking this link will delete the file from the issue. If an file is no longer helpful or appropriate, use this link to delete it from the information associated with the issue. To delete the file, click on the Delete link beside the file that you would like to delete. You will be prompted to affirm your decision to delete the file. Click OK to delete the file. Click Cancel to return to the Delete files page. If you have deleted the only file associated with the issue, the page will show No files; to delete another file, repeat the steps above. 8. Subscribe. Clicking on this link enables you to subscribe to an issue. Subscribing to an issue brings you constant updates on that issue's status through your account. Your information is already part of your user profile, so you do not have to enter this information. Simply click Subscribe and you are automatically subscribed to the issue. Issue Menu Konica Business Technologies 33

34 Partners Working with an Issue Issue Menu (Continued) 9. Unsubscribe. Clicking this link allows to unsubscribe from that issue. If at any time you no longer want to receive updates on the status of an issue, you may unsubscribe from that issue. Simply click on Unsubscribe and you are automatically unsubscribed from that issue. 10. Track. Clicking this link allows you to add an issue to your tracker. Tracking is another way of keeping posted on the status of an issue. The issue is added to your Tracker and you may view it at any time by clicking on the issue id. Click Track to add the issue to your Tracker. 11. Untrack. Clicking this link allows you to remove an issue from your tracker at any time. If you no longer need a quick link to view an issue's status, use this link to delete it from your tracker. Click Untrack and the issue will be automatically removed from your tracker. Issue Menu Konica Business Technologies 34

35 Partners Working with an Issue Partner Specific Actions The following actions are specific to the role of Partners. 1. Ack. When an issue is promoted to a Partner, they chose whether to acknowledge that issue or not. Acknowledging the issue means that they accept responsibility for the issue and gives them options that further the issue in the workflow process toward resolution. For Partners, these options are Promote and Answer. 2. Nack. If the Partner to whom the issue is promoted does not acknowledge responsibility for the issue, they Nack the issue. This returns the issue back to the Team Member, Partner or Administrator who last acknowledged or accepted responsibility for that issue. This person then has the same options they had originally when they promoted the issue to the Partner, namely Assign, Promote, or Answer. Issue Menu Konica Business Technologies 35

36 Partners Working with an Issue Partner Specific Actions (Continued) The following actions are specific to the role of Partners. 3. Answer. If anyone knows the answer to the question or issue presented within a submitted issue, he may choose Answer to resolve the issue. Answering the issue automatically returns the issue back to the Team Member who initially submitted that issue. Enter the answer to the question or issue in the field provided and click Answer to automatically return the issue to the Team Member who submitted that issue. 4. Promote. When a Partner promotes an issue, it means giving responsibility for the issue to another Partner. When an issue is promoted to another Partner, he or she chooses to Acknowledge (Ack) or Not Acknowledge (Nack) the issue. Choose a Partner from the dropdown menu provided and click Promote to assign the issue to that Partner. You have the opportunity to include notes to the Partner at this time. Issue Menu Konica Business Technologies 36

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