E_HELPDESK PC

FOREWORD

The E_HELPDESK_PC is an entity based on the Application type. Please refer to the Types of PC section for more information on PC Types.

The Common, Main View and Detached Views tabs are common to most configuration entities and further described in the Common Features section.

Request Types Categories

This is the content of the Request Types Categories tab:

This is where you can manage the different E-Helpdesk Request categories, sub-categories and types to be proposed when a user clicks on the Type button show below when filling in a query:

A dialogue pops up, inviting to use the navigation tree and select the appropriate request type:

Managing Types

A right-click with the pointer inserted at the desired node will open a dialog similar to this one (the disabled options may vary depending on the context):

Add Folder

Simply select the Add Folder command and type in the desired folder name.

Note: you can not create a folder more than 3 level deep from root level.

Add Element

Navigate to the folder in which you want to create an Element - that is, the label of the text as it will be made selectable in the pop-up described above and appear in the Type column:

Edit

Allows you to edit the selected node

Hide / Unhide

Use this command to respectively hide or show a given Folder or Element. A hidden item is indicated with a red cross:

Fake / Unfake

On some of the options in the E-Helpdesk the answer to the questions can be 'No'. Use the Fake function to ensure that when an AO selects that option, an error message is returned.

This can serve to let the requester know that a particular query should not be used for E-Helpdesk purposes.