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Change Record Version Date Change Reference Author 4.1.0.0 2/3/2014 Release version IOTAP 4.2.0.0 3/11/2015 Release version IOTAP 4.3.0.0 8/2/2015 Release version IOTAP
Table of Contents 1 Introduction...1 2 DOs and DONTS`s...2 3 Post installation activities/ settings...3 3.1 Create a Separate site collection/sub-site... 3 3.2 Add an app... 4 3.3 Create Helpdesk Administrators group... 4 3.4 Create Agents group.... 5 3.5 Users and Roles for the app... 7 3.6 Fill user registration form... 8 3.7 Create Automatic Assignment Group. deprecated as of version 4.1.0.1 of Work 365 Help... 9 3.8 Create request categories and sub-categories... 9 3.9 Agent Groups Creation and Assignment... 11 4 Work 365 Help Config... 14 4.1 Steps to navigate to Configuration Items:... 14 Configuration items table... 14 5 Email Templates... 15 5.1 Steps to edit email templates... 15 5.2 Email template screen... 15 5.3 Email template changes to display Ticket ID... 16 6 SLA Configuration... 18 6.1 Business Hours... 18 6.2 Custom SLA`s... 19 7 Request Details... 20 7.1 Steps to navigate to request details... 20 7.2 Request details screen... 20 8 Request History... 21 8.1 Steps to navigate to Request history... 21 8.2 Request history screen... 21 9 Archive Requests... 22 9.1 Steps to archive requests... 22 9.2 Archive Requests Screen... 22 9.3 View Archived Requests... 23
10 View Requests... 24 10.1 Steps... 24 10.2 View requests screen... 24 11 Create new request... 25 11.1 Steps to create new requests... 25 11.2 Create new request screen... 25 12 Edit Requests... 26 12.1 Edit request steps... 26 13 Knowledge base... 28 13.1 Creating a knowledge base article during ticket resolution... 28 13.2 Creating a knowledge base article from the settings section... 29 13.3 Manage knowledge base articles... 29 13.4 Search knowledge base articles... 30 13.5 Navigate to knowledge base list... 31 14 Close/Reopen Requests... 32 14.1 Close/Reopen request steps... 32 15 Add comments... 33 16 Reports... 34 16.1 Steps to view reports... 34 16.2 Reports page... 34 17 Search Requests... 35 17.1 Search Steps... 35 18 How to buy Work 365 HELP... 36 19 License Management... 37 20 SharePoint App Update steps... 38
1 Introduction Work 365 Help can be used to automate IT, HR and Admin help desk and service monitoring systems, Work 365 Help comes as a SharePoint hosted app for SharePoint-2013. Work 365 Help helps the users to create help desk tickets, see all their help tickets on one single page. Users can see the resolution history and various comments along with the name of the person who has added the comments, comment date for the entire ticket lifecycle. Users also get an email alert when a ticket is created and every HELP there is some action about the ticket so that they are always informed about their ticket. Administrators can set SLAs for various request types which ensures accountability and transparency, Organizations can be professional as they can define email templates and assign requests/tasks intelligently. Work hours can be defined for people who will be working on the requests so you can meet organizational/team SLAs. This document will guide you step by step how to configure and use the product. IOTAP Page 1 of 40
2 DOs and DONTS`s Have Work 365 HELP on a separate site collection/sub-site for better permissions management. Add categories and sub-categories as per your requirement. Add business hours as per your requirements (if SLA feature is active). Ideally have different Help systems for different functions Don t make changes to the email template variables. Avoid making changes to request details and request history sections. IOTAP Page 2 of 40
3 Post installation activities/ settings All the post installation activities that an administrator has to do after installing Work 365 HELP are discussed in the below section. 3.1 Create a Separate site collection/sub-site Create a separate site collection/sub-site for Work 365 HELP as all the app users would require contribute access to use the app. 3.1.1 Create a new site collection Steps for creating a new site collection are as follows: Login as an administrator. Go to Office 365 Admin section. Click on SharePoint. Click on new site collection Give suitable name and URL to the site-collection Specify other details Click OK. Image: Creating a new site collection IOTAP Page 3 of 40
3.1.2 Create a new sub-site In case site collection is not feasible/allowed a separate sub-site can be created for Work 365 HELP, Steps to create a sub-site are as follows: Click on the settings gear Navigate to View all site contents Give suitable name and URL to the sub-site Have unique permissions for the sub-site as marked below. Click OK. Image: Creating a new sub-site 3.2 Add an app Click on the settings gear -> click on site settings-> Click on Site Contents -> add an app-> add Work 365 HELP 3.3 Create Helpdesk Administrators group. Create Helpdesk Administrators group manually for the app to be functional, given below are the steps: Go to native site which has WORK 365 HELP. Click on the settings gear -> click on site settings-> Click on people and groups -> click on new-> Click on new group. Create a new group with below configurations: IOTAP Page 4 of 40
Image: Creating Group Helpdesk Administrators Click on the create button. 3.4 Create Agents group. Create Agents group manually for the app to be functional, given below are the steps: Go to native site which has WORK 365 HELP. Click on the settings gear -> click on site settings-> Click on people and groups -> click on new-> Click on new group. Create a new group with below configurations: IOTAP Page 5 of 40
Image: Creating Group Agents Click on the create button. IOTAP Page 6 of 40
3.5 Users and Roles for the app User Role Permissions / Comments Helpdesk Administrators Administrators Automatic Assignment Group deprecated as of version 4.1.0.1 of Work 365 Help Agents Group Manage Helpdesk, Perform post-installation config setting and do various post installation, Assign Tickets, Create knowledge base Articles, View Knowledgebase articles, Work on Tickets, View reports. Automatic Assignment group members will be automatically assigned ticets, In case auto assignment feature is enabled, This group will be sub-set of Helpdesk Administrators Group. This group is now deprecated as of version 4.1.0.1 of Work 365 Help Agents group members will be automatically assigned tickets, In case auto assignment feature is enabled. In case auto assignment feature is disabled, Agents group will be assigned the Ticket instead of the Helpdesk Administrators group. Contribute/The group has to be created manually. Contribute/This Group has to be manually created. Contribute/This Group has to be manually created. Ticket Creators/Requestors Create tickets. Contribute/All the requestors need to have contribute permissions to the Work 365 HELP site, A group name Help Requestors can be created with contribute permissions. IOTAP Page 7 of 40
3.6 Fill user registration form Product registration allow us to know more about you! You need to perform below steps to complete the registration as a one time activity: Go to the native site which has Work 365 Help. Click on the Work 365 Help link Below form will appear User can download the user guide, visit forums, product page and Iotap Store and contact support team. Click on Submit once the form is filled Work 365 Help home page will now be accessible to you Note: User can access Work 365 Help home only if user have filled the registration form. User guide and other informations related to the product can also be accesed from the home page of the app by clicking icon. IOTAP Page 8 of 40
3.7 Create Automatic Assignment Group. deprecated as of version 4.1.0.1 of Work 365 Help Create Automatic Assignment Group group manually for the app to be functional, given below are the steps: Go to native site which has WORK 365 HELP. Click on the settings gear -> click on site settings-> Click on people and groups -> click on new-> Click on new group. Create a new group with below configurations: Image: Creating Group Helpdesk Administrators Click on the create button. [Note Automatic assignment group will be a sub-set of help desk administrators group; this group is required in case SLA feature is enabled] 3.8 Create request categories and sub-categories Following are the steps to edit/create categories and sub-categories. 3.8.1 Steps to navigate to categories and sub-categories: Click on the settings gear available on help desk app. You will find categories and sub-categories under Master Config section Add categories by clicking on the + button... IOTAP Page 9 of 40
Image: Create categories After categories are created, sub-categories can be created. Add sub-categories by clicking on the + button. Image: Create sub-categories You are done. Note: Work 365 HELP come pre-loaded with dummy categories and sub-categories, Add categories and sub-categories as per business requirement Please do not add duplicate Categories/Sub-categories IOTAP Page 10 of 40
3.9 Agent Groups Creation and Assignment Create a group for a Category/Sub-Category. E.g. IT Email Agents and assign it to the respective Category/Sub-Category as below: Go to native site which has WORK 365 HELP. Click on the settings gear -> click on site settings-> Click on people and groups -> click on new-> Click on new group. Create a new group with below configurations: Image: IT Email Agents Group Creation Image: Permissions for Group IT Email Agents Click on the create button. Assign the newly created group to the Category/Sub-Category Click on the settings gear available on help desk app. IOTAP Page 11 of 40
You will find a link Assign Agent Groups under Agent Groups Assignment section. Click the link to navigate to the page from where you can do the assignment as below: Image: Agent Groups Assignment link on Settings page Select the Category/Sub-Category and the group and click Save. Image: Agent Assignment Group page Now, when a ticket is created for this Category-Sub-Category, it will get automatically assigned to the members of the IT Email Agents group. Note: The Automatic Assignment flag (Settings Work 365 Help Config) does not control this Category-Agent group member allocation. After a group is assigned, click on the settings gear -> click on site settings-> Under Knowledge Base section, click on Enable Agent Groups permissions for Knowledge IOTAP Page 12 of 40
Base (visible if Knowledge Base is enabled), so that the members of this group get permission to add to Knowledge Base. Image: Enable Agent Groups permissions for Knowledge Base IOTAP Page 13 of 40
4 Work 365 Help Config Work 365 Help config contains core settings required for the app to function, it come pre-loaded with default values, however these can be changed easily if required, the following table will explain all the configurable items in detail: 4.1 Steps to navigate to Configuration Items: Click on the settings gear available on help desk app. Navigate to Work 365 Help Config under Master Configuration section. Configuration items table Item Description Pre-Configured Value Page Size Archive HELPspan(days) SLA for Active to Resolved State Duration(hh.mm) SLA for Resolved to Closed State Duration(hh.mm) Determines the number of tickets that can be viewed on a single page. 20 Decides tickets to be archived, the attribute indicates no. of days prior to the current date. 30 This is a default SLA (hrs.) For requests to move from active to resolved state; Admin can over-ride the default SLA and define category specific SLA in the Custom SLA list. Note: HELP format is hh.mm and cannot be changed. 4 This is a default SLA (hrs.) for requests to move from Resolved to Closed state; Admin can over-ride the default SLA and define category specific SLA in the Custom SLA list. Note: HELP format is hh.mm and cannot be changed. 4 Active Label Resolved Label These labels are fixed and should not be changed. Active Resolved Closed Label Closed App Header App header is the header/title of the app. Work 365 Help Page Size Knowledge Base Attachment Size (MB) Automatic Assignment SLA Page Size Knowledge Base Search This attribute determines the number of knowledgebase items that can be viewed on a single page. 20 the attribute determines size of each attachment associated with a request in MB`s. 10 Automatic assignment attribute is responsible for automatic routing of tickets, When set to Enabled all the tickets will be assigned to people present in Agents group in an alphabetical order (round robin fashion). Disabled When Enabled ; SLA for the tickets are calculated based on SLA active, SLA Closed and Custom SLA list. Disabled This attribute determines the number of items that can be viewed on a knowledge base search page. 20 IOTAP Page 14 of 40
5 Email Templates Work 365 HELP comes with pre-defined notification emails for all the actions that take place in system. 5.1 Steps to edit email templates Click on the settings gear available on help desk app. Navigate to email templates Click on and then click on edit item. The line item will be available for editing Make changes to the email body Click the save button. 5.2 Email template screen Image: Email templates Note: Work 365 HELP does not recognize new email templates, you can only change the existing email templates. Email body can be edited carefully, Special care needs to be taken relating to the attributes marked in [ ], make sure that these attributes are not changed. You can change the other part of the email body as well as signature as per your convenience. IOTAP Page 15 of 40
5.3 Email template changes to display Ticket ID Make the below changes viz. Remove Helpdesk Administrators in the message and add Ticket ID:[ID] to the email template Email Body column as shown below(highlighted) IOTAP Page 16 of 40
Note: The above changes to the email template need to be done only after the SharePoint app is upgraded from the Microsoft store. IOTAP Page 17 of 40
6 SLA Configuration Work 365 HELP has the following features under SLA Configuration, Note this is only applicable when the SLA feature is enabled in the Work 365 Help Config. 6.1 Business Hours Business hours of the company/help function can be defined under business hours section, SLA calculation logic will consider the business hours to determine SLA. For example Business hours can be defined in the following way: Image: SLA Masters->Business hours Click on the + button to make new entries. Note: Business hours list is required to be filled when the SLA feature is enabled in the Work 365 Help Config Business hours need to be configured by the administrator, Work 365 HELP does not have pre-configured business hours also HELP format should be hh.mm explicitly else it would not be recognized. IOTAP Page 18 of 40
6.2 Custom SLA`s Default SLA will be set in Work 365 Help config-> Config Hours-> SLA Active duration, SLA close duration, to create custom SLAs particular category follow the below steps: 6.2.1 SLA configuration Click on the + button to add a new SLA item. Fill the below SLA form and click on Save. SLA: Add new item Note: Please define SLAs for active to Resolved and Resolved to Closed states only. IOTAP Page 19 of 40
7 Request Details All the requests logged into Work 365 HELP will be available under request details list. It is an import audit feature also the data can be exported to Excel for various reporting and compliance audits purposes. 7.1 Steps to navigate to request details Click on the settings gear available on help desk app. Navigate to Request details 7.2 Request details screen Image: Request details screen Note: Admin can create/edit/delete data in the request details list, hence advisable to do such activities only if required and with caution. IOTAP Page 20 of 40
8 Request History All the actions relating to all requests will be available in the request history list. 8.1 Steps to navigate to Request history Click on the settings gear available on help desk app. Navigate to Request history 8.2 Request history screen Image: Request history screen Note: Admin can create/edit/delete data in the request history list, hence advisable to do such activities only if required and with caution IOTAP Page 21 of 40
9 Archive Requests Archive request section is used to archive closed tickets as per archival days defined Archive HELPspan (days) In the configuration items section. For example if the Archive HELP Span = 30 days then all the tickets form [today-30 Days], having status closed are the candidates for archival. 9.1 Steps to archive requests Click on the settings gear available on help desk app. Navigate to archive requests section Click on the Click here to Archive button All the closed requests will be archived as per the date mentioned below the archived button. 9.2 Archive Requests Screen Image: Archive Requests screen IOTAP Page 22 of 40
9.3 View Archived Requests Click on the settings gear available on help desk app. Navigate to Request details request configuration->archived requests to see a list view of archived requests. Image: Archived Ticket list IOTAP Page 23 of 40
10 View Requests All the users who have contribute permissions to the native site where the Work 365 HELP app is added will have permissions to view tickets/requests. Steps to view requests 10.1 Steps Navigate to Work 365 Help dashboard My tickets tab selected by default. Following are the filters available to filter requests: Assigned to Me: This filter when applied will show all the requests assigned to the current logged in user. Unassigned: This filter when selected will show all the unassigned requests. Open Requests: This filter when selected will show all the open requests. All: This filter when selected will show all the requests irrespective of status. Over Due: This filter when selected will show all the overdue requests (requests that have crossed the SLA). Closed: This filter when selected will show all the closed requests. Choose a filter and then, all the requests corresponding that filter will appear on the request dashboard. 10.2 View requests screen Image: view requests screen Double click on the request ticket to open the ticket. IOTAP Page 24 of 40
11 Create new request All the users who have contribute permissions to the native site where the Work 365 HELP app is added will have permissions to create new tickets/requests. Users associated with Helpdesk Administrators group will also be able to create tickets. After ticket creation the creator and Help Desk Administrators will get an email notification. 11.1 Steps to create new requests Navigate to Work 365 Help dashboard On the top portion of your screen you will find create new request section... fill in all the mandatory attributes viz. title,category,description,priority [Note: Attachment size is defined in the configuration items section, you can upload one or more attachments; Click the browse button and you will be able to add attachments] After filling all the attributes, click on the Create Request button. 11.2 Create new request screen Image: New request creation A notification email will be sent out after ticket creation and the new request will appear under My Requests on the creator`s dashboard as shown : Image: New ticket appears on the dashboard IOTAP Page 25 of 40
12 Edit Requests Creator of the ticket has the rights to edit the ticket unless it is actioned (i.e. if the status is Active-New); creator can only edit following attributes... title,category,description,priority ; Attachment. Help Desk Administrators group will be able to edit all the requests any HELP to change the status type, assignee and priority of the request. Comments can be added at any stage of the request by the creator/helpdesk Administrators until the request is closed. Request history can be seen by Creator as well as helpdesk Administrators. 12.1 Edit request steps Navigate to Work 365 Help dashboard Click on any request appearing on the dashboard A window will pop up, make desired changes to the request like change the status to resolved or assign it to someone. Notification email will also be triggered to notify administrators and creator of the request. 12.1.1 Request Dashboard Image: Request Dashboard [Note: users not part of Helpdesk Administrators group will see my requests, close requests tab] IOTAP Page 26 of 40
12.1.2 Edit Request pop-up Image: Edit ticket for helpdesk IOTAP Page 27 of 40
13 Knowledge base Knowledge base articles provide knowledge source to help desk administrators, so that these Knowledge base articles can be referred by Helpdesk administrators when they encounter similar requests. Knowledge base articles can be Helpdesk Administrators directly and also during a ticket resolution, this is further discussed in the following sections. 13.1 Creating a knowledge base article during ticket resolution Click on any request appearing on the dashboard. Change the status dropdown to resolved. Click on Add Resolution button. Fill in the required attributes viz. Knowledge base title,tags,resolution Click on the Save button Image: Create a Knowledge base article during request resolution IOTAP Page 28 of 40
[Note: Check the private checkbox to make KB available to people having access to private folder in the knowledgebase list] 13.2 Creating a knowledge base article from the settings section Click on the settings gear available on help desk app. Click on Create Knowledge Base available under Knowledge Base Configuration Section. Click on Add Resolution. Fill in the required attributes viz. Knowledge base title, tags, resolution Click on the Crate Knowledge Base. Image: Create Knowledge Base article 13.3 Manage knowledge base articles Click on the settings gear available on help desk app. Click on Manage Knowledge Base available under Knowledge Base Configuration Section. Edit /View desired knowledge base articles. IOTAP Page 29 of 40
Image: Manage Knowledge base articles. 13.4 Search knowledge base articles Click on knowledgebase search button available on Work 365 Help dashboard. Click on Knowledge Base search button. Type the search topic in the search box for example: Intranet. Hit the enter key and all the search results will be displayed below as shown in the below screen grab. Image: Shows Knowledge base search button Image: Knowledge base articles search results page IOTAP Page 30 of 40
13.5 Navigate to knowledge base list Click on the settings gear available on help desk app. Click on Knowledgebase List available under Knowledge Base Configuration Section. The list will have all the knowledge base articles. 13.5.1 Private folder in Knowledge base articles Private folder is a special folder available in the knowledge base list, during knowledge base creation the private check box can be checked to put knowledge base article in this folder. Articles available in private folder will be only accessible to authorized people and available in search results accordingly. Click on next to the private folder, which will open a popup again click on on the popup to check and add permissions. Image: Knowledge base private folder permissions. IOTAP Page 31 of 40
14 Close/Reopen Requests Close request is the last step which has to be performed by creator of the request. 14.1 Close/Reopen request steps Navigate to Work 365 Help dashboard Click on a resolved request(which has status-> Resolved-Resolved ) Click on Accept/Reject to Close/Reopen the request also mention the reason for rejection if the request is rejected. Image: My requests on Work 365 Help Dashboard Image: Close/Reopen Request [Note once the request is closed it is freezed for editing] IOTAP Page 32 of 40
15 Add comments Comments can be added by creator or helpdesk administrators until the request is closed. Here are the steps to add comments to the request. Click on the request. Navigate to the comment history section to add new comments. Click on save button. Image: Comment history screen IOTAP Page 33 of 40
16 Reports Report section has three reports which are described below: SLA based performance report: gives performance of each person in the help desk administrator`s group. Request count report: Gives count of request status transitions. Average request distribution report: gives distribution of status changes, total HELP, average HELP and count required for the request. 16.1 Steps to view reports Click on the settings gear available on help desk app. Navigate to reports section Click on the reports link. You will then be redirected to report details page where you will be able to see all the reports. 16.2 Reports page Image: Reports screen without SLA IOTAP Page 34 of 40
17 Search Requests Requests can be searched with the help of search box provided in the app dashboard, just type anything relating to the ticket, press enter and the search results will appear on the dashboard. 17.1 Search Steps Navigate to Work 365 Help dashboard You will see the search box on the ticket dashboard. Type a search query in the search box and hit enter key. Search results will be displayed on the ticket dashboard. Image: Search IOTAP Page 35 of 40
18 How to buy Work 365 HELP There are two modes of buying Work 365 HELP: 1) IOTAP store- Get benefits on pricing and support by buying Work 365 HELP from IOTAP store, click on the following link to buy from IOTAP: Buy from IOTAP store [Note: IOTAP will do license management for apps purchased from IOTAP store] 2) Microsoft app store- to buy from Microsoft app store click on the following link: Buy from Microsoft Store [Note: Administrators have to manage licenses manually if the app is purchased from Microsoft app store] IOTAP Page 36 of 40
19 License Management In case you buy/try from the Microsoft app store below are the steps to manage licenses: Click on the settings icon from the native site where the app is installed Go to : site contents Navigate to Work 365 HELP Click on Then click on licenses. Manage License Managers and users as shown below Image: License Assignment IOTAP Page 37 of 40
20 SharePoint App Update steps The below steps are to be followed if you already have Work 365 Help application version 4.1.0.0 installed and version 4.1.0.1 is available in the Microsoft store. Click on the settings icon from the native site where the app is installed Go to : site contents Navigate to Work 365 Help Click on and click on ABOUT Image: Site Contents App You will see the below screen that indicates a new version of the app is available. Click on GET IT Image: App About New Version IOTAP Page 38 of 40
Click on GET IT and the below popup is displayed Image: Update App Trust It You are redirected to the Site Contents Page where the below information is displayed for the app Image: App is being updated IOTAP Page 39 of 40
You can verify that the app is upgraded by clicking on and verifying that the version has incremented. Image: Updated app new version IOTAP Page 40 of 40