HDServer Modules User Manual
Contents
1. 1 Myou wil be scheduling this rule un check the Do not schedule Rule must be run manually checkbox 2 It you woul tke to run the rule manually at any time click the Run Rule bution In the pop up confirmation window click the OK button 3 Select either the Hourly or Daily radio button depending upon how tien you wouid ike to sun the rule a It you choose Hourly enter a value for Run every Hours and Minutes b It you choose Daily enter the time to run the rule n the Run the rule at this time field Then select the radio bution tor Every days and enter a number OR the aco button fr Every Day 4 As noted on this screen Scheduling a rule wil not cause it to run unless HOAutoEscalate senice has been started Click the Start Service button to start the service 5 If you wouid ike the rule to run during business hours oniy check the Run the rule during business hours only checkbox 16 When your rule has been configured to your satisfaction cick the OK button in the bottom right comer ot the Rule configuration window Editing a Rule To edita rale 1 Select the rule from the list and click the Edit button an the toolbar You can also double click the rule Bath actions wil open the Rule Configuration Edit window 2 Complete the necessary changes in each tab 3 Gick the OK button in the bottom right comer of the window when finished Deleting a Rule To delete a rule 1 Select the ru2. aes Taree ENE iva eae Faas CE Sp aa There are two tabs under the Rule Actions tab People to Notify tab and the Change Fields Tab People to Notify Tab To select people to notily 1 Check the appropriate checkboxes for those you would ike to be notified Assigned User Requester who reported the Issue Issue Subscribers or User who created the Issue Allpeopie checked will appear in the grid below the checkboxes RT FP enny user entered te ime ony Raqaeeruna pertes ne ine 1 Metty User created he ee TF not anene etme te wae e alee ai zi TER na O DOO O PREIA C Notice daye mi mm Mae amp waiye EB vapecicealadesses G Neti Growa Find User nd Raves De 2 nthe Notitcaion Frequency column of the grid select the radio button for a single notiication Notify Once ar multiple notifications Notify Every 3 Ifyou selected Notity Every enter the numberof days hours and minutes between notifications in the days hh and mm fields 4 Enter a number tor maximum notiications in the Max field it you would like to limit the number ot notifications tor a given persan 16 HDServer Modules User Manual Selecting specific people to notity Below the selection grid is a raw of buttons for selecting specifie people to notily Notify specific email aditresses a Notiy Group Find User Find Requester Delete
3. Using these options will alow you to select a much more specific user or group of users To enter specific amail addresses click the Notity specific email addresses button This wil open the NatilyEmaiAddress window Torena noise aar e aes Tiana Tin Fanaa a oam Ponce oore mn mm ak ii Cwen ES a a Came 1 Ener the emailaddress of he person you would he to notiy in the Email Address fisd 2 Cick the Add Address button 3 Enter the notilication trequeney lor the individual as described above 4 ick he OK buton when all addresses have been entered and configured 17 HDServer Modules User Manual To notty a group of people click the Natty Group button This wil open the Select Group window 1 Selec the group you wish to notily You can select multiple groups by holding the Ctr key white clicking 2 Gick the OK button whan the desired groups have been selected 3 The groups you selected wil now be in the grid Enter the notification frequency information as described above 18 HDServer Modules User Manual It you would tke to notity a specific user or users but you dont have the contact information cick the Find User button This wil open the User Details window 1 Enter the information you know inthe Full Name Logon Name andlor Primary Email files 2 Cick he Search button Or click the Clear Search button to start over Any resis wil appear in t
4. sas aa ee om Tee ee Te TORT D n ey 46 HDServer Modules User Manual To use the HDSync Tool you wil need to be familar with the folowing Define Domain Provide HOSyne with the information necessary to access your Active Directory 1 Define Help Desk Authority Security Groups i you choose to use security groups you Wil need to deine the permissions and priorities thal characterize each group Define Rules Define the rules by which your Active Directory users wil be imported into the Help Desk Authority database the security groups they are to be added to and the AD Information about them you wart fo import Sot Synchronization Schedule If you want to execute the synchronization on a Scheduled basis you wil need fo establish a synchronization schedule The folowing sections wil provide the details required to implement each o these steps Creating Security Groups It you plan to use security groups it is a good idea to define the groups in Help Desk Authority prior to synchronizing your Active Directory Use the instructions below to create security groups and assign priv eges to them You do not need to assign users at this time as the synchronization wil take care of that To Create a Security Group Add the Security Group 1 In Help Desk Authority click the Administration button in the toolbar then under Security in the navigation pane select Groups and Privilege
5. ton 45 HDServer Modules User Manual HDSyne User security and permissions In the Help Desk Authority sulte are controlled by assigning users login rights and privileges Many users of the Help Desk Authority sulte rely on security groups fo make the management of login rights easier Security groups are based on your criteria and you determine the permissions assigned to each group This lows you to assign security and permissions for a group ot Users based on function location or your prelerrad organizational scheme HOSync allows you to incorporate users from your Active Directory user groups into Help Desk Authority as an individual user or into security groupe Integration into security groups is rules based You specily the HDSync rules that designate which Active Directory entities should be associated with particular Help Desk Authority security groups For example you might specity that the AD Active Directory group Help Desk Users should have access io the full Heip Desk Authority product and be given the application privilages defined in the Help Desk Authority security group Help Desk Users Integration of your AD users as individuals is similar to the integration into security groups although you don t assign the users to a security group Later you wil have fo assign permissions to these users on an indvidual basis The synchronization can be on demand or on a scheduled basis eee ee
6. Ine Company name of Titan was entered When you cick on Search all instances where the Company Name cid contains Titar wil be found Seacn Tema EO EOUFANY NANE cova Fa 7 Search Features z P mane P Fuzzy Sonohing The three Search Features are explained in the table below Feature Description Stemming AGW a FSRATRTCAT varaton ol a word Wo appear Th Wd TE results For example it you were searching for the word assign the Search would also find assigns and assigned Phonic Finds words that begin with the same letter and sound alike For example if you entered pie the search results would display pier land peer On the other hand it you entered hole the search results would display hole but not whole This is because even though the words sound alike they begin with diferent letters Fuzzy Searching Enables you to find words that may be misspelled Adjust the fuzziness on a scale of 1 through 10 using the tack bar to the right ot tha feature 10 represents the highest degree of misspeling 33 HDServer Modules User Manual HDMail HDMall expands your Issue Management capabilties by automatically converting emails arriving at your Help Desk into Help Desk Authority Issues When you receive incoming mais trom the Customers that you serve you can choose to have the emails held in a queue for individual review or the
7. attachments 3 Check the Case Sensitive Index checkbox if you wouid lke to create a case sensitive Index Under this option words with the same speling but diferant capitalization would be treated as individual words ie Printer printer and PRINTER If you leave this checkbox unchecked it will reat all words spelled the same as one word 4 In the Index Files Location section Select he location for your index fe in the Index Location field You can use the browse button to locate the folder on your local machine or network I the location you choose wil be on a network browse to the folder and 28 HDServer Modules User Manual n select it then click the Network button to generate the UNC path Note that i you have configured this location in Help Desk Authority under System Option 5 Ciick the E Index button in the toolbar to generate the index Indexing Complete will appear inthe bottom of the window whan the index has finished building Ck the E Save button in the toolbar to save these index settings ick the SaF Serves bution in the toolbar to start the HOSearch service The button sat chango to Sb Br and wil be used to slop Ire HDSearch servies at any ban 8 Selecting the amp Help button will open the HDSearch User Manual in PDF Scheduling an Index HDSearch gives you tha option to automaticaly index your database andlor fle attachments according 1o a schedule thal you define The schedule can be de
8. menu select the format you would like to use for the report 10 Check the Run Add Report once finished checkbox you would like fa immediately add 2 report or reports to the new schedule This wil open the Add New Scheduled Report Instance Wizard window after you have finished configuring the schedule 11 Check the Send report output as attachment to following email recipients checkbox it you wouid ike to include a copy of the report as an attachment in the notlication email 63 HDServer Modules User Manual 12 It you would like to send a fink to the report fie ony and not an attachment check the Skip attachment and send only the path of the output file generated checkbox 13 It you have checked either ofthese options you wil see a list of recipients below The delault email adress determined in the Report Scheduler Configuration process wil be the only email in the list You can add recipients to the list by following the steps below 2 Gick the Email Address bution Tris wil open the Email Address pop up window Enter an email address in the Email Address field and cick the OK button b Gick Ihe Group button This wil apen the Group window Select a group or groups from th list and cick the OK butlan c Gick the User button This wil open the Users window Select a user or users and cick the Select bution a Cick the Requester button This wil apen the Requester window Select a Requester or Raquestors and click the A
9. Editor window 2 Gick the Add button to open the HOSyne Directory View window aceon 3 Gick the Add button in the Domain panel to open the Connect to New Domain window Tma Enter the domain name in the Domain Names Enter the user name in the Username fs Enter the password in the Password fiid Enter the server name inthe Server Name il Enter the NetBIOS name in the NetBIOS Name field Ck the Test Connection bution to insure that al information has bean entered corectly and a connection can be established 48 HDServer Modules User Manual EqTaioai Domain ane aaea wemmer mw senername Reve nomos nama porr O Cien conection scene It you test the connection and it falls the results willbe Connection failed it you try to save a domain wih faing connection information i does a test when you click the OK bution a message wil be displayed saying Could not connect to damain as specified Continue anyway If you continue anyway the name of the domain v ll be added to tha directory but you wil not be able to connect 10 ithe connection has been established cick the OK bution to finish Additional domains can be added by repeating the add process Define Rules Once you have defined your domain and security groups you are ready to define your synchronization fulas in the HDSync Directory View window expand any isted domain holding the AD entity you d ike to ap
10. Number feid enter the port number for your email server I you have selected POPS from the Protocol drop down menu 10 wil be automatically populated into this field It you have chosen IMAP from the Protocol drop down 143 willbe automaticaly populated into this field 7 t you wil be using SSL check the Use SSL checkbox E Cick the Test Connection button to verity that your settings are correct 351 HDServer Modules User Manual Next complete the Mail Server Send Emai section 1 In the Mail System Dese Field enter a description for the mail system you wil be using for HDMal Inthe Sender s Name tieid enter the name that you would ke to appear in the From ine ofthe outgoing emai n the Email Address field enter the email address that the mail wil be sent rom In the Mail Server field enter the name of your outgoing mall server In the Port Number feid enter the port number used by your outgoing mail server It using SSL for outgoing mal check the Use SSL checkbox ik the Test Connection buton to verify that your settings are correct It your server requires authentication check the My server requires authentication checkbox 9 Enter your user name and password in the proper fields You can also check the Use receive mail username and password checkbox to automatically populate these fields 10 It you will be using Microsoft Outlook check the Use Outlook checkbox The Receive Email Tab When em
11. Ou Sra ime Faw om tone ro A nute is comprised of three components Conditions that oll HDAutoEscalate what must occur wihin Halp Desk Authority for a resulting Rule Action to be triggered Rule Actions which tell HDAutoEscalate what to do when the specied Conditions are mat The Schedule that tells HDAutoEsealate when to execute the rule 9 1 HDServer Modules User Manual To create a rule you must open the Rule Configuration window Click the button In the toolbar The Rule Configuration Add window is shown below m EA SE Ca fener e i pei ome i Ea erent Sg Defining a Rule When you open HOAutoEscalata the rules that have been defined for your organization wil be displayed in the rule ist that comprises most of the window Listed wil be the rule name when i was last un when the nex run is scheduled and s activefinaciive status To Define a New Rule 1 Open the Rule configuration Add window as shown above by clicking the Ald button 2 nthe Rule Name fiid enter a name for the new rule This is required The remaining steps for Rule configuration are dened in the four sections below each corresponding to lab in the Rule configuration Add window 10 HDServer Modules User Manual The Conditions Tab As discussed earlier a Condition must be met in order for
12. Package Label software applications as approved banned or with other custom category labels to determine which computers are running banned applications or have specific software packages installed Software Compliance Manage software licenses and see whether installed software exceeds the number ot valid censes on a company s computers a Obtain an aray ot valuable information about an organization s computers including views ot hardware and sottware in use Troubleshooting capabilties Instantly view critical infomation concerning a company s computer systems through search and reporting tools 3 and system changes to any computer between Starting HDAsset There are two ways to access HDAsset functions and features within Help Desk Authority The HDAssat menu The icons on the main Help Desk Authority toolbar fone Setup Modes Heb Donus J Roots oey E mersostoud GB nove IRh aarneraton gP Hosen Nenia Edene Aaa tree ruarries hrat C Fade mom Ee LEAL ae STE TeaueNo Requester Te joceivodDas wes l sumena L Adam Coe Irae santa 07 2 Fol Mere Het E 2 Hemena s 78 6AM ee 2 Atm Com renner ne BETA A asme Intaobon ow aare AM Function Description Import Audi Fies impor tes rom an Asset aud Hardware Master Opens tre Hardware Master window providing a comprehensive istat at hardware components insted or contigued on austog wo
13. any ofthe word one or more entered in the Search Request pane All Words Finds instances containing each and avery word entered inthe Search Request pane Boolean Language Boolean search requests consist of words or phrases linked by And Or and Not When you select the Boolean Language option the And Or and Not buttons are enabled The Fields button in the Search Terms section is also enabled Click on And Or and Not when appropriate to compose your Boolean search statement For mara information see Boolean Searches in the section that follows Boolean Searches When you se sct the Boolean Language option initially Help Desk Authority enables the Fields button to the right o the Search Terms field When you begin typing in tha text of your Search Terms the remaining And Or and Not buttons are enabled When you cick on the shown below FRE buton Hep Desk Auer wi display a Fields List window et one Sos eee Seer The Fields List window displays al elds defined in your Search Index You can use these fields when performing a search by cicking on the teld in the Ist and then clicking on OK Your selection wil appear Inthe Search Request window as shown in the example below 321 HDServer Modules User Manual Seach Tema EUFLRAETWE cosa ma Within the parentheses following the word contains you can enter text that you want to find For example
14. be sent to a User of Customer but that User or Customer does not have an email address in their Help Desk Authority record then obviously an email cannot be sent You may or may nol want a record writen to your Message Log evary time this occurs t may be valuable information but depending an whether or not you review the message log eguariy and take action fo enter the missing email addresses this could cause a high number ot entries 1o be written to the log 8 HDServer Modules User Manual es Rules HDAutoEscalate centers on rules A rule is one or mara Conditions pertaining to an Issue thal cause fone or mora Rule Actions to occur For example a rule might stipulate the folowing Condition Rule Action If the Priority is Urgent and the Category is Hardware send an email to Bob HDAutoEscalate is designed to act on Issues and only Issues An HOAutoEscalate Condition is true for one issue at a ime Aule Acions are riggered one at a time for each Issue Inat meets the condition For each HDAutoEscalale rule the condition wil be evaluated against each Issue in the Help Desk Authority database andthe Rule Acton wil be tiggered fr each Issue found to meet the condition The main window of HDAutaEscalate is comprised of the menu tree in the lett pane a toolbar and the Fules Ist in the large pane below the toolbar To retresh this ist at anytime click the OP Reieshi bution onenn Oa ocr
15. emails sent These emails are identifed by the Issue No Natiticaion Date and Time Email address and Notlicaton Frequency The Field Change Tab The Fld Change Log tab consists of the Issue number Date and Time and Remarks for each change in a field relating 1o the rule This log canbe cleared by clicking the Clear Log bution Help To access the HDAutoEscalate documentation click the S Help button This will open the latest version of he documentation The Help menu in the main menu provides other options for seeking assistance such as a link to the Contact Us page on the ScriptLogic website a ink to the SeeptLogic website itself and an About window tor HDServer Modules Ha Contacte Senpttogic Website Aout HDServer Moduler 27 HDServer Modules User Manual HDSearch The HDSearch query tool expands the capabilties of Help Desk Authority by providing immediate search results that can encompass your entire database of Issues Knowledge Base Articles and fle Siachments 1 you choose you can even include your entre Help Desk Authority database Requesters Companies Assets etc By creating a search index that contains all text in the Help Desk Authority database you can instantly find critical intormation for you and your Customers When the search index is created words that are oo common fo be useful in a search if and the ete are automatically eliminated The search index enables HDSearch to quic
16. is Rule Action to take piace A Condition may consist ol any combination of the flowing seven event 1 An Issue satisfies the criteria of a Help Desk Authority Query An Issue has passed its due date A specified amount o ime has passed since the Issue has been apen There has been a change in a specified field for a Help Desk Authority Issue A specified Activity has been entered in Help Desk Authority for the Issue An Issue status changes A specitied Asset type is assigned to an Issue An Issue Satisfies the Criteria ofa Help Desk Authority Query Queries are an integral part of Help Desk authority They search and retrieve Issue data based upon Certain conditions Once a Query has been defined in Help Desk Authority can be used in HDAutoEscatate as a conditon To create a condition based upon a Query 1 Selact a Query from the Issues meeting this query s criteria drop down menu as shown below a Jansen AsupedLzer icenen Ete ane An Open Issue Has Passed its Due Date This Condition acts on the Due Date field in an Issue The top lett of the Conditions tab shows the following checkbox To create a condition based upon an open past due Issue 1 Check the checkbox labeled Trigger action when an Issue is open and past its due date as shown below trigger action when an eeue iopen and past i due A Specified Amount of Time Has Passed Since the Issue Has Been Open This Condition ac
17. og of al emails processed by HDMal To search the Email History Lag for emai in a specifie ime interval select the Start and End dates from the Start Date and End Date drop down calendars Ihen cick the Search bution CA sao ce owe sarane tnaa z ecca Tanien Eaa Conad Meose ae sues ooed Deion aasan ossa a o o a a asam osan 0 o o 0 0 asan 1028 8 a o 0 o o Te A C An entry is automaticaly posted in the Email History Log table whenever HDMail checks for incoming emalis as specited on the Receive Emal tab An entry is also made each ime you manually check for incoming emails by clicking the Check Now button For more information see Service Schedule in this user s manual 43 HDServer Modules User Manual The email History Log contains the folowing information Column Description Processed Darema The data and ine tate Incoming emal message was processed Toral Ema The tatal nba of armala hat were processed ae date and ine splayed 1n the Processed Date Time clin Erais Corvera The number of emali trat were converied io Issues atthe dale and me Saplayed in he Processed DateTime calum Messages i ueue The number ot emali trat ware placed in th Emai Queue athe dale ard ime splayed inthe Processed Dat Time cola These emais have not yet been convened lesuee Teuer Appendad The number ot sues ha have an amal response appended t
18. that the Login name wil be automatically populated in the Issue You will need to enter a default password in the Password fiid a Check the User cannot change password checkbox if you wish to withhold that priviege b Check the User must change password at next login checkbox if you wil be requiring the user to set his or her own password upon frst login c Select which Issues the Requester wil be allowed to view and click the appropriate checkboxes for View Company Issues View Department Issues and or View Location Issues When you have completed all tour tabs in the Email configuration Setup window click the OK bution 39 HDServer Modules User Manual n The Email Queue It you want to review the email messages coming into HOMail before they are converted to Issues you can retain them in the HDMail Email Queue Here they can be evaluated Individually to determine which Smali massages should be converted to Issues in Help Desk Authority Emaii wating to be converted to issues will appear in the email queue as shown above To check for new mai click the Cheek Mail button in the toolbar When you manually check for mal you wil be presented with the following pop up results window BD check Ma messages appended mra nse Nate that if you receive emal through the scheduled service you will not receive this notification If your mall service h
19. Cick the Run button in the toolbar Upon successful completion of the synchronization the message Manual Run Completed Successfully on wii display It here is a problem completing the synchronization an eror message wil display such as Manual Run Faled Synchronization aborted Licenses required io perform Scheduling a Synchronization Open HDSyne in the HDServer Modules Open the Synchronization Schedule window by clicking the Schedule bution in the tootbar Check the Allow the Service to Run on a Schedule checkbox Select the schedule type in the Schedule Type drop down menu Select the start date trom the Start Date drop down calendar Enter the ime you wouid ike the synchronization ta run in the text box next to the Start Date It you selected hourly as the schedule type enter how often you would lite to run the Synchronization in the Every _ hour s selection box 8 Ifyou selected Daily as the Schedule type select how many days you would ke between uns in the Every _ day s feld or select Every Weekday 9 Ifyou selected w eky as the schedule type Select how many weeks you wouid ike between synchronizations then select the day or days you would ike it to run by checking the corresponding checkbox next to the day You can usa the Select AII button fo select all the days or clear your selections with the Select None bution 10 Ifyou selected Monthly as the schedule type select the day ot the month in
20. Ear ocic ui Help Desk Authority HDServer Modules User Manual Help Desk Authority 9 0 201 1ScriptLogic Corporation ALL RIGHTS RESERVED ScriptLogic the ScripiLogie logo and Point Click Done are trademarks and registered trademarks of ScriptLogic Corporation in the United States of America and other countries AI other trademarks and registered trademarks are property of their respective owners Eata 21HDServer Modules User Manual Contents Contents Overview HDAutoEscalate Email Settings Message Log Settings Rules Defining a Rule Editing a Rule Deleting a Rule Running a Rule The Rule Log List HDSearch Creating a Search Index Scheduling an Index Using HDSearch in Help Desk Authority Viewing Search Results Refining a Search HDMail Configuration The Mail Server Tab The Receive Email Tab The Auto Response Tab The Issue Defaults Tab The Email Queue Reviewing Email in the Queue The Email History Log The Email Log HDSyne_ Creating Security Groups Defining the Domain Define Rules 3 HDServer Modules User Manual To Define a Rule 50 Editing a Rule 53 Deleting a Rule 53 Setting Rule Priority 53 Run the Synchronization Rules 53 Running a Rule Manually s4 Scheduling a Synchronization s4 HDAsset 55 Starting HDAsset 56 Network Sean s7 The NetworkScan Toolbar 38 Scanning a Network 38 Report Scheduler 62 Configuration 62 Adding a Schedu
21. The tabs on the left are the tables that are searched and the total number of results in each table wil be in parenthesis next to the table name To view results from another table click that lab and the results window wil show any results that correspond to that table 301 HDServer Modules User Manual You can also look deeper into your results by clicking on a result and then clicking the View button note that you can also just ouble cick ona resul Depending upon the type of resul you wil be presented With a diferent container for your data See the table below for more information Table Containing the Window Opened Result Issues Companies The Company recordin the Company window Roquesters The Requester record in the Requester window Assets The Asset record in the Asset window KBase Articles The Knowledge Base article Miscellaneous Depending on the result you wil see the area of Help Desk Authority wera the informatioon was ound Attachments The actual fle attachment wil open tor viewing Refining a Search There are three sections in HDSeareh tor refining your search Search For Search Features Search Terme Search For C anv 31 1 HDServer Modules User Manual Select Any Words All Words or Boolean Language with the appropriate radio button Al three are explained below Option Description Any Words Finds instances containing
22. ail messages 1 The fest field is Interval to check mail for Auto Processing In Minutes Enter a value inthe textbox This field is required 2 On the same line is the Cheek Now button Clicking the Check Now button wil force HDMail to check for email messages 3 You can choose ta Check mail only during business hours by checking the checkbox 4 Cick the Start Service button to begin interval email checking The Auto Response Tab Atter teling HDMail to automaticaly respond to the emails it receive response wil be This is done by creating an auto tesponse message 1 Check the Enable Auto Response checkbox if you wil be using an auto responder If not leave the box unchecked 2 Enter the subject line of your auto respondar in the Subject field 3 Enter the body of your auto responder email in the Body text box You can insert one ot seven diferent Issue fields in the body of the email using the Insert Field bution 4 You can include the Issue number in the subject by checking the Include Issue Number in the subject check box 5 Ityouwant to stop HDMail rom sending an auto esponse while you are already processing reply to an Issue check the Do not send an auto response when processing a reply toan existing issue checkbox 6 Inthe Defaut text to appear in all mails you can separate new content rom existing content in Requester replies HDMall wil ignore the text or existing content below tis detaul text w
23. al is received HDMail processes each message according to the settings that you define on the Receive Email tab of the Email Configuration Setup window shown below TE Era Configurator Setup Astomstaty conver emas i T swp messages wen sunjeerscomtaming O C e I tam ncopy at moneaeon savor Fn Moxnur Rows alowed in Enan Misery oa T procona termare cnet E IT sup anaenment i me naemen sxe exzeecn EEEE Ke OE se l atm arene s n I use veame termes ncaa to pat requester te Prete a een C Tae amming i Mites I check mai oniy dang 36 1 HDServer Modules User Manual Converting Email to Issues Email massages received through HOMall can be processed in one of two ways Select the appropriate aio button fr each 11 The email messages can be held in a queue so that you can review each one betore converting it to an Issue in Help Desk Authority It you want to review all Issues coming into HDMail betore deciding whether or not they should be converted into Issues choose the Store all received email in a queue for manual review and processing racio button 12 The emaii messages can be automatically converted into Issues in Help Desk Authority by selecting the Automatically convert email into Issues radio button and selecting one of the following options trom the Convert drop down menu a Only email rom recognized email address Custome
24. as not been started chek the Start Service button on the toolbar The bution wil change te Stop Service and wil be used to stop the scheduled email service The email queue wil show all maii received based on the rules you have set up in the Email Configuration window Emails wil only appear in the queue i they have not been converted into an Issue Each email in the queue wil display Issue number the email is regarding an existing Issue the 401 HDServer Modules User Manual ea date and time ofthe email who the email is trom the subject of the emai the number of attachments and any recipients who also received the emai oc Reviewing Email in the Queue To review a message in the Email Queue select it and cick the Open button on the toolbar you can also double click the emailin the queue to open i HDMall wil display an Email tals window ike the one shown below foo a Eee Ts oe eee acs Sen eo The Emaii Deals window shows the actual email message In this window you can edit the subject and body a the message You can also view or remove any attachments from the message To view an attachment doubi cick on it and the fle wil open To delete an attachment select and press the Delete key on your keyboard 41 HDServer Modules User Manual In adition you can use the toolbar in this window to do any of the following create issue Conver te anal messa
25. been reached Trigger notilication based on your defined issue actions such as Issue Escalated Issue assigned or Issue Exceeds Time Automatically generate Issue reports and send them fo your Requesters and Help Desk Authority Users Because HDAutoEscalate actually accesses the Help Desk Authority database and manipulates data according to your Conditions and Rules Actions e Issue escalation it is important that only one Rule is run at a time For this reason permissions to use HDAutoEscalate shouid be given to administrators only Help Desk Authority gt Administration gt Security gt Groups and Privileges Grant Modules HD AutoEscalate Access By using only one computer Rule conficis willbe eliminated 6 HDServer Modules User Manual n Em Settings In order for HDAutoEscalate to automatically generate and send email messages Emaii settings must be established To establish your email setings open HOServer Modules HDAutoEscalate Email Settings HDAutoEscalate wil dispiay the Email Settings window shown below ee e Senerstmunnairess roneo outgoing Mal server paier vor tumor PE F anysererreaures ntnernieion ee Foe mous Act for ou Et Metin CI 1 Inthe Sender s Name field enter the name that wil appear on the From line in HDAutoEscaiate emaii notitications 2 Enter a valid email address in the Senders Email Address field This wil be the ema
26. dd button 2 To delete any recipients select the recipient and cick the Del 14 Gk the Finish button when the schedule complete 15 You can edit a schedula by selecting it trom the schedule ist and clicking the Edit Schedule button on the toolbar or by double clicking the schedule in the st 16 Ta delete a schedule select i irom the list and cick the Delete Schedule button on the foobar bution 641 HDServer Modules User Manual n Adding Reports to a Schedule Once your new schedule has been configured you can add a report or reports to it i you checked the Fun Add Report once finished checkbox inthe previous sel of steps the Add Naw Scheduled Report Instance Wizard window will now be open Iit is nat cick the Add Report bution on the toolbar to open the window Flow the steps below to add a report to the schedule 1 Select a report trom the tree view list ot reports Aas New Shel Report stance Waard Sac died raort oineludsin te schoe ERESI 5 O iner Gupies 5 G lene Saeren 50 Sever CorparyRensola 50 Caen cones erie Sagor Contra a o iniaa tape O Kroniese Ee 5 Q Marier Tatie Pareri 9 Poanes O Gates 2 Click the Next button 3 Select rom Active Inactive or Allin the Include Activerinactive Data drop down menu Gick the Next bution 65 HDServer Modules User Manual Aso ceded Tapon aa WEE Sn tervetractve saia hint
27. e 61 HDServer Modules User Manual n Report Scheduler Raport Scheduler is an HOServer Moduls that enables Users to add reports 1o a schedule and run them at pre set dates and times This greatly reduces the work of manually running requently used report And reduces the possibilty of forgetting fo run a needed raporl Configuration Bolore setting up a schedule of reports itis important that you configure the Report Scheduler to run to the specifications of your help desk 1 Repo Serea Configunion roar FacsraennSepomeneD Dan ATOR tn nwon en E e sapa eara bov a mje 1 iick the Configuration link in the Report Scheduler menu This wil open the Report Scheduler Configuration window 2 Inthe Generated Report Path led browse to the location where you would ike to store the output ofthe reports A default location wil automaticaly populate this el but t can be changed 3 Check the Run report schedules only during Business hours checkbox it you want to eset the running of reports tothe business hours as delined in Help Desk Authority 4 nthe Default Email Address foi enter a defaut emaii address that wil receive report notiication emais You wil have the opportunity to set up ists ol recipients when you Bult the schedules Enter the subject forthe report notification emailin the Subject feid Enter the body ofthe emai in the Body fiid Glick the OK button when finished
28. er te te Po 4 View the Report Crier por 5 Ifyou woul keto add more than one report to the schedule check the Add another report once finished checkbox 6 Gick the Finish button The report is now added to the schedule 7 To edit a report select a report and cick the Edit Report button in the toolbar or just double click on te report 8 To delete a report select it and click the Delete Report button on the loolbar Summary Click the Preview button to see a quick preview of the Running the Schedule To activate the schedule simpiy click the Start Service button on the toobar This begins the process and all scheduled reports wil run whan scheduled Ater licking the Start Service bution it changes to 2 Stop Service bution Use this button whenever you need to stop the schedules from running Refreshing the Schedule List The schedule list shows the schedule name trequency the party who modified it last and the ast time it ran These items change on a regular basis i you have multiple schedules and reports running in your organization To track these you can use the Refresh button on the toolbar to make sure all information Inthe schedule list is up to date 66 HDServer Modules User Manual
29. esk anaray torwindows l f aas usor so ne sere ups E aR fer bew T company T peearane Ttae ate economies e ay foar z Posno smenronse Ree re ITTE F osati ace cect single wn on ae uote bead FF pp Overwrite data of existing Heip Desk amiy F Airan aeeoa oa ar et 5 TF eypan The Rove Doring vse Kier E CE 1 Locate and select the AD entity you want to create a rule for in the Active Directory tee AD Entities fr which rulas are already defined wil be in bold 2 In the Rule panel lick the Add button This wil open the Creating New Rule window 3 Use the Create Naw Rule Feld table to complete the Creating New Rules fields 4 Cick the OK bution at the bottom of the Create New Rule window lo save the new rule and cose the window 51 HDServer Modules User Manual Create New Rule Field Table Field Name Description Use Existing Rule asa Template It you want to use an existing rule as a template select the rule trom the Use Existing Rule as a Template drop down list Login Options Panel Syne Accounts As Inthe Syne accounts as drop down menu select Users Requester or Both Make accounts inactive in Help Desk Authorty In this drop down manu select from Deter to Active Directory or Never User Options Panel Alow Logins To In this drop down manu select from Help Desk Authority for Windows Help Desk Authority for Web and Help De
30. fined to run ata specifie ime on space days Since it uns as a service tis not necessary to have Help Desk Authority or the HOA Server Modules tunning 1 Click the E Schedule button in the toolbar This will open the Schedule window EA nae state P tvan T sowon Tei 2 Check the Enable Schedule checkbox 3 In the Time field enter the time of day or night you wouid Ike to schedule t to run This tied is required 4 Check the checkbox next ta each day that you would ike the schedule to run 5 Gick the Start Service button li wil change to read Stop Service and you wil use it to stop the service when you need to Using HDSearch in Help Desk Authority Atter your Search index has been created in HDSearch you can put it to use in Help Desk Authority to quickly find he information you need To launch HOSearch locate the search box in the upper right comer ot the window Enter your search word ar phrase in the search box and click the Search bution This wil open the HDSearch window 291 HDServer Modules User Manual Viewing Search Results Attar you have performed a search the HDSearch window wil open with the search resus From here You can refine your search perform a new search and review your search results per meae T semea mrs Prone E E Orosa sexe teme a ua Restart alee o E Your resuls are found in the resus window
31. ge oan Tagus When yau cick The Greate Tsau buron HDMal wil spay a message ike Generated Issue Number is 179 Gick the OK buton An Issue wil be created in Help Desk Auton with the number indicated The email message wi then be automaticaly emaved tom the Emal ueue lagoons issue Append he nal message wo an lave When you dick the Append fave buon he Append issue popup wil apen Enter the sue number you meh to append the Email and cick ine OK bunion The amail message wi pe appended to the Issue areny Senda reply othe emal message When you cick the Reply buron HOMal splays 2 Send Emal window Enter your reply then cick tne Send keon to send the epi Brepiy at Use is cont sand your vegy 10 al recipients othe gal emal romar Forward tre emal message Sang win is attachments to another address When You cick the Forward buon a Send Emal window wl open Enter te orang adress edit the message in any way that you ike hen cok n the Send ian osete Delete te emal message trom the queue winout any action When you cick the Delete burion HOMvaa w gieplay tne message Do you wen to delete the Ema Gick he OK button to conti ar ciek the Caneel bution 1o cancel t ein Pr a hard copy ofthe email meseage 42 HDServer Modules User Manual The Email History Log The Emal History Log window is accessed by clicking the EJ Lon button on the oobar t displays a
32. han processing customer replies The text might be something like Please do not type your response below this line 7 you woul ike to add content found in new replies fo an Issue you can Append to Issue Description by checking that checkbox 8 To remove auto generated heading data created by outlook check the checkbox labeled Strip out the standard Outlook heading fou must then define what the 38 HDServer Modules User Manual 9 To traat the new content in customer replies as an issue activity remove the check in the Append to Issue Description checkbox and check the Add an Issue Activity checkbox The Issue Defaults Tab When an Issue is created from an ema it may also auto fil certain tracking fields with detaul values By detaut the Issue Number Date Received and Open Status are automatically pre populated when an issue is converted trom an emali You can set defaults forthe Sub Status Assigned Group Assigned User impact Urgency and Prioriy fields 1 For each field you would ike to set fo a defaut select the default value trom the drop down Noto that i you are using the ITIL layout in HOAuthoriy you can select an Impact and Urgency forthe new Issue and a Priority wil be automatically assigned based upon the Priority Mapping grid 2 Check the Grant Requester Self Service Login Privileges if you wouid tke to automatically allow the Requester in the Issue to have access to HDAccess Note
33. he Schedule Name text box Select Hourly Daily Weekly or Monthly in the Schedule Type drop down menu In the Start Date drop down calendar select the starting date for the schedule Enter the stat time inthe text box flowing tha start date Set how often the scar aueit wil be run by selecting the number of weeks between scans then select the days ofthe week on which to run the scan by checking the appropriate checkboxes You can select all days withthe SelectAll button or clear all the checkboxes withthe Select None bution 6 When your new schedule has been completed click the OK button aeons Fb Sonane pae aam a TTA mey Fa eaa F enter tumbs F riani ivi P samir 601 HDServer Modules User Manual Sorting the Results of a Scan The results of a scan can be sorted and searched for easier viewing This is useful when a scan returns a large numberof results Each column of data can be searched and sorted in several ways by using the fiter row as shown below hame SIP O BE ACCESSTAMPA 10 Ciicking the icon withthe sort the sean rel wil display a drop down Ist of operators and condtionals you can use to 1 Selact an operator or conditional 2 nthe combo box select an operand ftom the menu or enter one manually 3 Ta clear the titer criteria click the icon to the right of the combo box 4 The columns can also be grouped by pinning them using the icon to the right at the column nam
34. he name grid below the search area 3 Select a person or several people from the list and click the OK bution The User Detalls window wil close and any names you selected tor notification wil now appear in the grid 4 Enter the notification frequency information as described above 191 HDServer Modules User Manual To otly a spect Requester or Requesters click the Find Requester button This wil open the Requester window cote ma Famme s3 25n 8i2 ecton Name fant i Preven E eta Stones Enter any search criteria that you know if you wish to search for a Requester Ciick the Search button Click the Reset bution to clear the search fields and start over Select any Requester or Requesters from the search resuls list and cick the Select button It you would ike to add a Requester click the Add button This wil open the Requester Add window Follow the instructions in the Help Desk Authority Users Manual for adding a Requester 5 Once your selected Requesters are visible in the grid you can configure their notification frequency information 16 When finished adding any people to natiy cick the OK button 7 To delete any names in the grid select the name and cick the Delete button pene 201 HDServer Modules User Manual The Change Fields Tab When an Issue s meets the specified condition you can direct HDAutoEscalate to aut
35. il address from where the noticalons are being sent a Inthe Outgoing Mail Server field enter the address ot your company s outgoing mall server this wil usually start with SMTP 4 Enter the correct port number in the Port Number field 5 Check the Use SSL checkbox it you wil be using SSL for your email 6 If your email server requires authentication check the My server requires authentication checkbox 7 It necessary enter the appropriate user name and password in the User Name and Password fields you woud Ike HDAutoEscalate to create an Issue Activity tor sach email notification check the checkbox 9 Use the Test Connection bution to make sure the settings you have entered are correct I thay are a Test Connection Suecesstu pop up alert wll notty you 71HDServer Modules User Manual Message Log Settings HDAutoEscalate wil write entries to its own Rule Log in order fo record the actions taken for a particular Pule and issue as well as to note any errors or exceptions that occurred during processing The Rule Log consists of three separate logs the Email Log the Feld Change Log and the Message Log The purpose of the Message Log is to record any exceptions that occur during rule processing errors actions that could not be taken because of missing email addresses etc The Rule Log is explained in ore detail in the Rula Logs section of this guide Depending on the number of Issues in your Help Desk Authori
36. kly locale and retrieve important information Note however that the information found with HOSearch will only be as accurate and up to date as the earch index you create If information in the Help Desk Authority database has been updated and you Rave not updated your search index the new information cannot be retrieved via HOSearch Tt is recommended that you update the search index on a regular basis If you choose you can set up a schedule to have HDSearch automatically create the Index You can access HOSearch inthe navigation bar ofthe HD Server Modules application Creating a Search Index When creating a search index there are several options available that wil give you more contral over your search results Each option is desorbed below HDSearch 1D Sereia Hep 1 Inthe Contents to Index section Enter the location of your SOL Server database in the MS SOL Server database field Check the Index All Tables checkbox it you would like the index to use all fables in your database It you do not check the checkbox the tables Indexed willbe Company Requester Issue and Knowledge Base 2 Enter the location of your attachments folder in the Attachments Location field you have previously defined this location in Help Desk Authority under System Options most cases the file path wil already be in the fieid and the fieid wll be grayed out Check the Index Attachments checkbox it you wouk Ike HOSearch to index your
37. kstatons Sofware Maier Opens the Sofware Waster window providing a at of satware sppiltons salad over an entre entre Microso Harn Displays a Uat ot al tre Micros updates at have been applied tothe audited computers on a network Sareen Savers Lissa screen saver stings or each usar wha has logged onta the audited computer 56 HDServer Modules User Manual Network Sean The NotworkScan window is the primary tool you use to inventory and audit the computers connected to your network Select Sean Network rom the Toots menu m a C raoe DEE v D mm O mman soenen D iam TED hd D oume mwn ard D osma estat etd Domm omoes tate Doomas ents woes D mn ee D smua wun meemi Domo O mus mapet D onm masa moogen Frenette D owe St id D wms mawo cart Doo O wms ested 571 HDServer Modules User Mar The NetworkScan Toolbar The NetworkScan window contains a toolbar at the top of the window for the most common tasks each al which are described inthe fable below Tool Function D san ean a network Tor audiabie Assets GETI is Aasens fr hardware sofware and saler ifort EE pt Tie a Asse tone time Dy aa Sean to Seneca Runs a scan on the scheduled date and ime E ae Skcte Competr Stns Ase elcid compuesto a scheded aah sama Ope he Schedles window een rps he aed morator Eel CSV ATC B ome in
38. le 63 Adding Reports to a Schedule 65 Running the Schedule 66 Refreshing the Schedule List 66 41 HDServer Modules User Manual Overview This document contains complet following instructions for the HOServer Modules Those modules consist of the HDAutoEscalate HDSyne 2 HDSaarch HDAsset Hosa Raport Scheduler This document can be accessed trom the Help menu of each Server module 51 HDServer Modules User Manual HDAutoEscalate HDAutoEscatate is a powertul Issue notiicaton and escalation tool for Issue management This Help Desk Authority companion taol allows you to define the criteria also known as Conditons to trigger scalatons or notificatons caled Rule Actions Collectively the Conditions and Rule Actions are called Rules Once your Rules have been established you can direct them to run automatically on a set schedule that you dafine or you can run them manually on an as needed basis Some examples of what HDAutoEscalate can be configured to do include Notily the Requester who reported the Issue when the Issue status changes Nolily the User who is assigned to the Issue when critical changes occur Automatically change field values within the Issue in Help Desk Authority when certain conditions are met Notity key people when there are changes to pertinent Issue fields in Help Desk Authority Notily the user or manager when the due date of an Issue has
39. le from the list and click the O Deet button 2 In the confirmation pop up window click the OK bution Running a Rule To run arule 1 Select the rule you wouid ike to run 2 Cick the ReRe bution 3 You wil receive a pop up confirmation tor the rule execution 25 HDServer Modules User Manual The Rule Log List Each ime a rule runs HDAutoEscalate records the results in the Rule Log List You can view the Rule Log List at any time Rules that resultin an emaii nolileaton are recorded in the Email Log Rules tha result in a field value change in an Issue are recorded in the Field Change Log Any exceptions that occur during the execution of a nule are recorded Inthe Message Log To view the Rule Log List or a rule select the rule and click the View Log button This wil open the Pule Log List window shown below sanoe aa a z nate anao mansa e Viewing the Rule Log List The Pule Log listis comprised ofa Search section and a 3 tab viewing section to view the results of the soarch To Search the Rule Log List The Rule Name tieid is automaticaly populated with the name of the rue Enter the Start Date and End Date in the drop down calendars Glick the Search bution Use the Reset bution to raset both date fields if you wouid ike to perform another search pepe 26 HDServer Modules User Manual The Email Log Tab The ist in the Emaii Log tab consists of
40. ly the rule to This window wil contain a list of all dined HDSyne Synchronization Rules and will be empty if you have not created any rules previously Each rule is named tor the AD Container tor which i was created You use HOSyne rules to specify which AD groups are to be imported Into Help Desk Authority and which securty groups HDA Groups thay are to be included inf any You wil also specify what AD Information to inude in the integration HDSync rules may be built for transferring Help Desk Authority user information including user name for your technicians HOSync Rules may also be written tor transferring customer information for organizations using Help Desk Authority for intemal support When building these rulas consider the following f the members of the AD group are identified as Help Desk Authority Users you must define which Help Desk Authority security groups they shoul belang to and whal login privileges they should have Ifthe members of the AD group are identified as Help Desk Authority Customers you must detine the Company they belong to i any 1 iese customers have HDAccess prvleges You must define what Issues they may see 49 HDServer Modules User Manual To Definea Rule F Senter 50 HDServer Modules User Manual Canister tve Ssaoy E ene T toa ovcon smesessuntea Ines Fer Dons aque opoo F atow agate pesca wn compon rep D
41. o them ar The dais 4 be dspiayed inthe Processed Daie Te column Deleted ases Te otal ube ot esues tnat wera deed fam te help desk ung be HOWE tte sue option at he date and ime displayed in tne Processed DateTime ola To delete any of the entries in the Emaii History table select the entry and cick the Clear button To delete all entries Irom the table cick Clear All button The Email Log Each entry in the Email History Log table has a corresponding Email Log These logs can be viewed by double clicking on the line item from the Emai History table or by selecting the ine item and then cicking the Details button Whan you cick the Detalls bution HOM wil display the Emal Log window Shown below E tog Lat fer ema mensage proceed 3 2011 27 PM cE CEA ae es saaman ue Test Ena Saaaon a27 PN Dee seothanargseotmocom Desert mater 44 HDServer Modules User Manual This displays a list of all of the emails that were received during the Email History datetime Ine ltem selected I shows the folowing information Column Description Emai DateTime The ate ara ime he message was received Teo Tha assigned Issue number the emal has been converted Fom The emal adaress of he sender Smeer The subject othe emal To delete an anit in the log select it and click the Delete button To delete ll entries In the Emall Log ck the Delete All
42. oess eve Type Changes ncrcosset Reausear cenae poaceens Stats Caged noacoasal sun staue cnanacd toaecens Summary Changed norcoaset ureseay cranaca cee Reaver ema romRequeser 13 HDServer Modules User Manual An Issue Status Changes The third tab in the Rule Configuration Add window is Issue Status Changes to Here you can trigger an action when the status af an issue changes fo a specified status and sub stlus T Teggeracton when he statuimus atatan su sosm 7d A Specified Asset Type is Assigned to an Issue Some Assets are more important than other Assets HDAutoEscalate will send notifications to all Stakeholders when Issues wih these Assets are assigned On the Type of Asset Assigned is ab select the Trigger action when the type of the assigned asset is check box and select he required asset ype in the drop down Ist rove seuon when metvoectitesesanedavsetis ad 14 HDServer Modules User Manual The Rule Actions Tab Alter your Rule Conditions are dained the next step is to establish what must occur when the Condition is met In HDAutoEscalate his is called a Rule Action A Rule Action can be one ar boih of ih following Sending an email message to spectod recipients Changing the value of selected fields in an Issue in Help Desk Authority EE TEE m T mem 1 nar sanaan o a mme 1 anc tn
43. omaticaly changa certain Issue fed values within Help Desk Authority This is done in the Change Fields tab as shown below oa wa SC nen J cam The fields shown here correspond with the Priority Category Assigned Group Assigned User Status and Sub Status elds in Help Desk Authority Select new values Irom the appropriate drop down menus tor the fields you wouid ike to be changed as result ot the Rule acon The Category field name is actually a button that will open the Issue Categories window shown below Di into the tree structure to find the exact category you would ike to use The path wil now be shown inthe Category fala 21 1 HDServer Modules User Manual et eT ww o suse Od The Custom Message Tab The Custom Message tab af the Rule Configuration Add window is used for setting up a custom notification email tha is sent when the action is triggered o OE Enot Tumpur nman changes anena NS O Tont to appari Sbjct mas of notes omat i ees nen eet aa Ta RG_SSU ras ee changes HPT SS_PROTT_D gt T inesse ne Na nine meet loa Ascetic ee Seti 22 HDServer Modules User Mar To contigure a custom email notlication message 1 Inthe Email Template drop down menu select a pre configured emal template 2 there are no pre configured email templates to choose trom or if you would ike to create a new one click
44. r logging in a isthe windows user contained in any ofthe applicable ties Yes this user wil be synced and allowed to login No the user wil nat be alowed to login It you select this checkbox this rule wil not be ane of the applicable rules Editing a Rule To edita rule select the rule in HOSyne and click the Edit button or double click the rule to open the Ealing Rula window Modity the necessary fields and click the OK button when finished Dele nga Rule To delete a rule select the rule in conirmation pop up alert Sett ing Rule Priority HOSyne and click the Delete button Gick the Yes bution in the To determine the order o priority among two or mare rules select a rule in the list than move it up or dow in priority with the Priority arrow buttons in the right porion o tha window Run the Synchronization Rules The anster of Active Directory data into Help Desk Authority can take piace by either running the defined rules manually or running them through the synchronization schedule You perform a manual Synchronization directly in the HDSyne window Unless you are running the rule on a manual or on an 2s needed basis you must specify when and how often the rules shouldbe run This is accomplished ia the Synchronization Schedule 53 HDServer Modules User Manual Running a Rule Manually 1 Select a rule to run or click the Run All button in the toolbar to run ll the rules 2
45. rs b Only email trom recognized email address or domain Customers or Companies AN email regardless ot email address ar domain Recognized emaii addresses reer to those email addresses or domains that are isted in the Help Desk Authority database and associated to a Help Desk Authority Customer or Gompany racord Choose This Option Result Oriy emal trom recognized emali sdaress Conver oniy hase amas coming rom customers Customers tne in 1e Heip Desk Auton database io Issues A unrecognized emalis wal be stot inthe as foe manual evew ana procesa ng Gry mal fam recognized emali adres oF domain Customers or Companies Convert oniy thase amas coming rom Customers or Comparses Gained in hs Heip Desk Aur databasa into issues Ureecognized Emate wil be Stored nthe queue Tor manual review and processing A eral regardless of emali adress or domain Conver a incoming emaile Irto issues the incoming amaa ena fom a Customer or Company Gained ne Help Desk Auton datapase he Customer and Company elds an the Issue record wil ote populated 13 You can fiter incoming emails by checking the checkbox labeled Skip messages with subjects containin 7 and entering characters into the text fl 14 Check the checkbox labeled Leave a copy of message on server i you would ike to do 15 i you checked the checkbox in the above step make sure you enter a value in the Remove trom
46. s 2 Inthe Groups and Privileges window on the Groups tab click the Add bution 3 Inthe Groups Add window enter the name tor the Group inthe Group Name field This field i required and it must be unique 4 Inthe Description fiad enter any pertinent information about the Group such as the Group s function within your organization This fed is required 5 Inthe Select window layouts panel drop down menus choose the layout for the Asset Company Requester and Issue windows that his group should see Sot the Group Privileges 1 Inthe Privileges panel select the privileges that you would lke to be revoked trom the group in the Privileges Allowed for Group window and move tham 1o the Privileges Revoked rom Group window Assign Users tothe Group 1 Inthe Users panel assign users to the group by using the arrow buttons to move the Users back and orth between the Users in Group ist and the Users not in Group lst 2 Glick an OK to save the Group Sot the Group Priority 1 Back in the Groups and Privileges window under the Groups tab set the priorty of each group by using the up and down arrow buttons onthe lt side of the window to move them 47 HDServer Modules User Manual ee Defining the Domain HDSync is an HD Server Modules component Start the HD Server Modules and select HDSyne in the navigation bar to bagin To detine your domain 1 Select Bp Contaure Rules trom the tree menu to open the Rule
47. server atter _ day s iid 16 Set the size of your email log by entering a value in the Maximum Rows al History log fld 7 HDServer Modules User Manual wed in Email Process Attachments The emails that you receive may Include fle attachments You can decide how you want ta handle fe attachments using the Attachments panel on the Receive Emal tab ofthe Email Configuration Setup window 1 you wouid like to process attachments check the Process attachments checkbox 2 It you checked the checkbox above you wil need to select a folder to contain the attachments in the Attachment fei clek the browse button and navigate to the folder of your choice Click the OK button when finished The tolder path wil now be displayed in the Attachment feld 3 You can fiter aut larger attachments by checking the Skip attachment if the attachment ize exceeds _ KB checkbox If you choose this option enter the largest emai attachment siza you wil alow in the space provided 4 You can also fiter out attachments wih certain fle extensions by checking the Skip attachments with the extensions checkbox I you choose this option enter the extensions you wouid Ike to fiter out Separate each extension by using commas 5 Check the checkbox labeled Use VCard attachments in emails to update requester data it you wouid ike to do so Service Schedule The service schedule allows you to define how often HDMail checks for em
48. sk Authority for Windows and Web Add user to groups Select the security groupe the users are to be added to trom the displayed list I you do not select a security group the users wil nol be included in a security group Requester Options Panel Associate wih company To associate the users with a particular Company click the checkbox and select tne Company from the drop down list Allow HD Access login To allow the customer HD Access check tha checkbox Alaw viewing of issues from other customers in the same Select one or more from Company Department and Location 52 HDServer Modules User Manual Create New Rule Field Table con t Field Name Description Data to Synchronize Panel Name format Selec your desired nama format from the drop down lit Available lt gt Selected Move feds trom Available to Selected to synchronize Disable Active Directory Single Sign on Select to disable single sign on Overwrite data of existing Holp Dask Authority accounts Information for active accounts wil be updated ifthe checkbox is checked Bypass this rule during When a user attempts to launch a Help Desk Authority application LiveSyne the following LiveSyne process occurs prior to the display ofthe login sereen forthe application Holp Desk Authority looks to see which rules are applicable to the domain of the use
49. the button to open the Email Template Add window 2 To edit the chosen template cick the 2 button to open the Email Template Edit window 4 The Text to appear in Subject area of notification email and This message will be sent in the body of the email and will appear before Issue report fields wil be pre populated with information trom the email template you have selected The only way to edit these fields is to edit the ema template 5 If you would keto configure global Accept Reject settings in this new Pule tar closed Issues cick the Global Accept Reject Issue Settings ink This will open the Accepi Reject Settings window lf you would Ike to skip this step go to the next section ihe Schedule tab ma E T EE e a 6 Enter the URL for HDAccess in the HDAccess URL field This field is require 7 Under Accept Action the Status field wil be locked and set at Closed You may enter a Sub Status trom the Sub Status drop down menu 8 Under Reject Action select the status that the Issue will be set to if you reject ihe Issue resolution You can select the status trom the Status drop down menu and a sub statue from the Sub Status drop down menu 9 Cick the Save bution 23 HDServer Modules User Manual The Schedule Tab You can choose ta run the new rule manually or set tto a schedule pl tentan ART bas
50. the Day _ of every tieid or select the First Second Third Fourth or Last then day of the week inthe The _of every drop down menus Finally select which month s you wouid like the synchronization to run You can use the Select All button to select all the months or clear Your selections with the Select None bution 11 Gick the Start Service bution to kiek ofthe schedule 12 Select he OK button when nished 54 HDServer Modules User Manual ne HDAsset HDAsset by SeriptLogic is a powarlu and innovative IT Inventory management and PC auelting software application which is now fully integrated withthe Help Desk Authority suite of issue management support Center sofware HD Asset collects technical information about an organization s Windows computer Systems and stores the results in a central database Use this data lo perform queries create reports or Sae a comprehensive overview of ali the systems wihin an organization View changes to the hardware software and system configuration of the computers within an enterprise HDAsset uses remote auditing capabilites to inventory computing assets Windows computers can bo audited without user intervention or separate cient instal The audit database includes hardware and Software inventory system configuration and software licensing information Some of the benefits ot HDAsset include Change Tracking View hardware softwar any two audis Track Software by Status or
51. the ated Woman Scanning a Network There are two types of network scans in HDAsset manual scans and scheduled scans Performing a Manual Scan 1 Inthe Find Computers panel Select a domain trom the Domain drop down list or select the 1P Range racio bution and enter an IP Address range 2 Cick the Sean Network button to launch a Network Scan to generat a ist of auditable computers Find Computers pomaine Serpibge beat C w vanos OEO re EEO When a network scan is inated a series of successive status indicators display the real time status in the Network Scan window The number of computers found is displayed when the scan is complete 58 HDServer Modules User Manual Adding a Scan to a Schedule Upon successful completion af a scan the Add Sean To Schedule bution is enabled When a sean is Included ina schedule the computer willbe scanned and audited each time the schedule executes 1 Glick the Add Sean To Schedule button to add the scan to a schedule This opens the Choose Schedule window 2 Selecta schedule from the drop down list or click the New button to open the New Schedule window described below and create a new schedule fo which you can add a scan or audit 3 Gick the OK bution to add the scan to the schedule 59 HDServer Modules User Manual Creating a New Schedule The New Schedule Window To create a new schedule 1 Enter the name of the new schedule in t
52. tigger a Rule Action 121 HDServer Modules User Manual A Specified Activity Has Been Entered in Help Desk Authority for the Issue The resolution of an Issue can involve many actions In Heip Desk Authority these actions are called Actives Each Actvly that 1s performad to resolve an Issue is recorded on the Acti tab of the Issue Window Each Activity that is recorded usually involves a diffarant action In Help Desk Authority these actions are called Activity Types These Actvly Types are meant to serve as an audit tral of steps taken fo resolve a support request with Activity Types tacking actions from Help Desk Authority Users as well 2s HDAcoess customers Activity Types are intially defined via Setup Define Tables Issue Activity Types in Help Desk Authority Activity Types are completely customizable and wil change from instalation to installation The Issue Activity Type Condition wil begin at the time the Rul is first scheduled to run and continue forward Issues wih Actity Types thal were changed before the Rule is first scheduled 1o run wil not be alfected Alter Activity Types have been defined and then assigned to Issues in Holp Desk Authority they can then be used in HDAutoEscalate to define a Condition In the Issue Activity is entered tab aires focess Aeagnad aun Changed gt Woacoass Aeslned user cna DA ceras Ceregory Cooges PDA senna Desertor changed tosccess rowctCangee ncac
53. ts on the amount of tims an Issue has been open The top right of the Conditions tab shows the following checkbox T fartne etbuang engin erums ormara Oma Hore minute w E sel 11 HDServer Modules User Manual To create a condition based upon an issue that has bean open tor a specified amount of ime 1 Check the Trigger Action when Issue has been Open for the following length of time or more checkbox This wil activate the fei fr Days Hours and Minutes 2 Enter values forthe Days Hours and Minutas fields as necessary There Has Been a Change in a Specified Field for a Help Desk Authority Issue Because Conditions are tied to the tieids which comprise an Issue in Help Desk Authority changes in these elds can intiate an action in HDAuloEscalate By using the Trigger Action when these Fields Change tab you can specily which fields when changed should initiate an action sosuneaser Compare f pereto u si Te rore rore HE This tab contains two panes Available Fields and Selected Fieis The Avaliable Fields pane lists lds that are used in the Issue window in Help Dask Authorty The Selected Fields pane wil ist the fields you have selected upon which to buid your condition in the event of a change in he fields By selecting the filds trom the Available Fields pane you are teling HDAutoEscalate to check it there has been a change in the field value of the selected field A change wil
54. ty database as well as the number of Rules you have defined and the trequency al which you run them the Message Log has the potential to grow very large Each record writen to your Message Log is one row writan to your Help Desk Authariy dalabase To avoid unmanaged growth of your database you should speci a maximum number of cords ta be writen to your message log belore the log is pruned Pruning wil cause the oldest records Inthe Message Log to be deleted bringing the foal number of records down ta tha imi you designate To designate a maximum number of rows for your Message Log 10 Cick the Error Log Settings icon in the toolbar This wil open the Message Log Settings window 11 In the Maximum Rows allowed in Message Log text fiaid enter the number ihat will represent the maximum number of rows that can be writen before pruning of the database begins 12 There is also an option regarding whether or not a record should be writen to the Message Log ia Requester or User is missing an email address Check if appropriate Jesolo exe aan tuk prceesina Fer olvidar ee theo tra es ater ey be ha rece To asin mecsaosita GOAIT VE easton rn crerenng UMAS gm outta ALEME tore teen te resane anf ae seme Eb Enavayance Sine ture ot nse meanee esate unr See tre OM EE GAES nga BA SE tack oo ate enor ne terse ct tecnico oes scree ata It an HDAutoEscalate rule determines that an email should
55. with the configuration 62 HDServer Modules User Manual Adding a Schedule Now that Report Scheduler has boon configured you can bagin to set up schedules 1 Clk the Add Schedule button in he toolbar This wil open the Report Schedule Edit Wizard window 2 in Step 1 of iha wizard you will set the schedule run behavior Enter ihe name of your now schedule in the Schedule Name ieia a nthe Schedule Type drop down menu select Irom Houriy Daily Weekly or Monthly 4 Select the dale you would ike the schedule to begin from the Start Date drop down calendar Specify the ime in the adjacent feid 5 Inthe Every week s on field enter how olien the report wil run For example entering 1 wil sched the raport to run avery week Entering 3 will schedule the report to run very three weeks 46 Check the checkbox next to each day on which you would ike the report to run Use the Select All and Select None buttons to check each day or to clear your selections 7 it you wouid Ike your new schedule to be inactive check the Inactive checkbox This can always be unchecked at a later time to activate Ihe report schedule a Click the Next button to go fo Step 2 FP teren seue EWE i E eeue re SESE seme ETS E wn Fae menon FZ enay F tatey F vetenty F sty us ea Cei 9 In Step 2 you will set the output behavior ofthe report In the Output Format drop down
56. y can automatically be tumed into Help Desk Authority Tsues In adition whan emaiis are received you can automatically generate a response All of this can be set up to run without any User intervention Configuration When you log on to HDMail for the first time you wil be prompted to configure your mail server betore proceeding Click the Yes button This wil apen the Emaii Configuration Setup window This window has four tabs 341 HDServer Modules User Manual The Mail Server Tab In order to send and receive emails HDMall wil need to know certain details regarding your email Ee a Fa ee z Mai tem Dese RORDEERmERTean o p teot poes h User ame tser scrbo0pe com k Mal Sero mat se o00p com rama FR ot Number 0 T use sst Citem te ae en Ema eS EEE 1 sane TER ponn oar I 7 mest ihn A eee FF ty sey irs tention IF Uee receve ma ere and peeved feel ara Pomo een First complete the Mail Server Receive Email section 1 Inthe Mail System Dese field enter a description for the mal system you wil be using for HDMai 2 Inthe User Name field enter your user name olen this is a complete ema address 4 In the Password field enter the email password 44 In the Protocol drop down menu select the emali protocol supported by your email system 5 6 In the Mail Server field enter the name of your mail server Inthe Port
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