HDAccess Help - Sierra Nevada College
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1. one from the drop down menu In the Required column check the checkbox if you would like the field to be required In the Read Only column check the checkbox if this field is to be read only and not editable In the Searchable column check the checkbox if you would like this field to be searchable by HDAccess in the Search pane In the Printable column check the checkbox if you would like to give users the ability to print this field In the Show On Submit Screen column if you would like the field to be present on the initial Issue creation screen containing the Submit button check this checkbox QUEST SOFTWARE 6 HDAccess Manual for Administrators comendo pr ESSE h Inthe Show On Modify Screen if you would like the field to be present on the Issue modification screen check this checkbox 4 If you have checked any fields to be deleted click the Remove button to delete them Click the OK button at the prompt 5 If you would like to add a field click the Add Fields button This will open the Add Fields window as shown below Regular Fields E 1 Fields E Assigned User E Company E Contract Created User E Requester Department F Location E Product Name E Resolved By Created Date E Phone E Product Build a The fields listed in the Regular Fields tab are the available fields not already included in your layout Check the checkbox beside each field you would like to add b If2. custom fields have been created they will appear in the Custom Fields tab Check the checkbox beside each field you would like to add Click the Save button when finished d Click the Close button to close the window at any time O PE QUEST SOFTWARE 7 HDAccess Manual for Administrators 6 If you would like to change the order of the fields in the layout click the Change Sequence button This will open the Change Sequence window shown below 2909 e Use up and down amows to change the sequence Use shit Up Down amow keys to change sequence using keyboard Sub Status Impact a Select a field from the list that you would like to move up or down on the list Use the blue up or down arrow buttons to position the field where you would like it Adjust any other fields you d like to change Click the Save button when finished Click the Close button at any time to close the window 7 When you are satisfied with the new layout click the Done button The new layout will be saved and added to the layout list that you see during the initial administrator login 8 If you would like to edit a layout select the layout from the list and click the Edit button This will open the Customize Layout window as before Make the necessary changes and click the Done bution 9 If you would like to delete a layout select the layout and click the Delete button Click the OK button on the confirmation pop
3. Fado www scriptlogic com 1 800 813 6415 thori HDAccess Administrators User Manual ul Help Desk Authority 9 1 1 QUEST SOFTWARE 3 wwwscriptlogiccom 1 800 813 6415 EMEA 44 0 1628518410 APAC 61 0 383526600 POWERED BY Nai d 2012 ScriptLogic Corporation All rights reserved ScriptLogic and the ScriptLogic logo are registered trademarks of ScriptLogic Corporation in the United States and or other countries The names of actual companies and products mentioned herein may be the trademarks of their respective owners 2012 ScriptLogic Corporation ALL RIGHTS RESERVED ScriptLogic the ScriptLogic logo and Point Click Done are trademarks and registered trademarks of ScriptLogic Corporation in the United States of America and other countries All other trademarks and registered trademarks are property of their respective owners QUEST SOFTWARE 2 HDAccess Manual for Administrators PowEReo Bv DEUR Contents EC INES pases ses ama sess nda soot pa SU O sens sass one soot esa sores debe sega na U tie Sooo sass debe pet Es res se 3 O AISO oh e E ee er ee ee re 4 Lo me into HDAC el mer emerreere rer tee ners cere tre eer ieee trek rey cre Nene perenne rt Mere teen rer cre weer reece er or et enter a 4 Te HDAC SS WV Oi SA O na E E E ae sauacenueue E a 5 TRC ON AE cess E E ee ae E E E E EE 5 DEC Toy OLS eee E E E E E A E AE E aindi aa asa 5 Moa BO e EE has E E E 8 OS UI 8 erase attic a A E da a 9 TTS
4. e one The General Tab The General tab contains information for company and email links as well as what to display when a user logs into HDAccess 1 Enter the company s general email address in the Email Link field 2 Enter any information about the company such as addresses and phone numbers in the Company Information field 3 Enter the URL of the company website in the Company Website field using http 4 Inthe checkboxes following check each item you would like to be displayed when a user logs into HDAccess The Logo Settings Tab This tab contains the links to the logos for the header and logon screen 1 Inthe Header Logo section click the Browse button to locate an image file of your logo that you would like to appear in the header of HDAccess Click the Select button To preview the image in the header click the Apply button 2 Inthe Logon Screen Logo section click the Browse button to locate an image file of your logo that you would like to appear on the logon screen Click the Select button Click the Apply button to finalize your choice 3 To restore the default logos at any time click the Restore Defaults button E Quest 1 SOFTWARE 11 HDAccess Manual for Administrators POMMERIEC Bv SL The Issue Activity Settings Tab In this tab administrators can select which activity types users will see when looking at Issue updates in HDAccess The fields and order of fields columns in the activity view
5. ing can also be set in this tab 1 Inthe Activity Types Setting section select available activity types from the left pane and move them to the right pane using the arrow keys Each type in the right pane will be visible to the user Each activity type can be moved back to the left pane at any time 2 Inthe Activity Fields Setting section check the checkbox next to each field name you would like the user to be able to view as a column header in the Activity section when viewing an Issue To change the order of the column headings using the arrow buttons The top most field will be in the left most column The Report Settings Tab The settings in this tab will configure how the reports appear in HDAccess In the Report Type section the Report Type drop down menu will default to Standard and will usually be unavailable for change The Viewer Type drop down menu will contain several ways a user can view a report in HDAccess Select the type you would like your users to use You can also select to add a graphic most often this will be your company logo to the header of the report To do this click the Browse button and select a logo Once the logo has been chosen click the Select button then click the Apply button To return to the original settings click the Restore Defaults button To remove any graphic selected as a report logo click the Remove bution When you are satisfied with the settings in all five tabs of the System O
6. mail address that the emails will be coming from in the From Email Address field This field is required 3 Enter the name of your SMTP server in the SMTP Server field This is required 4 Enter the port number in the Port Number field This is required If you will be using SSL the default port is 465 and you should check the Use SSL checkbox 5 If your server requires authentication check the My Server Requires Authentication checkbox 6 If you checked the checkbox in 5 enter the SMTP User Name and Password in the appropriate fields 7 Inthe Forgot Password Subject field enter the text you would like to use for that particular notification email s subject line 8 Inthe Forgot Password Message field enter the text you would like to use for that particular notification email s message 9 Inthe Requester Registration Subject field enter the text you would like to use for that particular notification email s subject line 10 In the Requester Registration Message field enter the text you would like to use for that particular notification emails message 11 In the Requester Approval Subject field enter the text you would like to use for that particular notification emails subject line 12 In the Requester Approval Message field enter the text you would like to use for that particular notification emails message 13 In the Signature Block field enter the default signature for the emails if you would like to includ
7. ms jo INST scsi ae OR RR S 12 SOFTWARE 3 HDAccess Manual for Administrators POWERED BY ET gene Overview HDAccess is a self help solution that gives you an easy online interface to your help desk issues and your help desk organization s knowledge base Through a standard internet connection and browser you can e Enter new issues e Monitor the status of your issues e Perform queries on your issues e Access the wealth of knowledge available in your provider s knowledge base To get started enter the URL of your provider s HDAccess site in your favorite browser Logging into HDAccess When you initially open HDAccess in your web browser the Requester Login window is displayed Click the Click here if you are a Help Desk Authority Administrator link at the bottom of the login window Help Desk Authority usemame 280 Password Sr Click here if you are a HD Access user 1 Enter your user name in the HD Authority User Logon Name field 2 Enter your password in the Password field 3 Click the Submit button This manual is written for administrators If you are a requester you will gain much more information from the HDAccess User Manual instead of the HDAccess Administrators Manual QUEST SOFTWARE 4 HDAccess Manual for Administrators POWERED Er The HDAccess Workspace Welcome to Help Desk Authority CU gi SCRIPTI Gi C Define Layouts Choose a layout Standard Layo
8. ptions window click the Save button You can close the window at any time by clicking the Close button The Help Menu e HD Access Help Contact Us Company Website About HoAccess HDAccess Help Selecting HDAccess Help will open up the documentation for HDAccess If you are logged in as administrator you will see the Manual for Administrators If you are logged in as a user you will see the User s Manual E QUEST SOFTWARE 12 HDAccess Manual for Administrators POwEREO br Peerage Contact Us Selecting the Contact Us option from the Help menu will open the Contact Us window as shown below bttp localhost hdaccess aspx ContactUs aspx Company Address ScriptLogic Corporation 6000 Broken Sound Parkway NW Boca Raton Florida 33487 2742 United States of America 561 686 2400 Email info scriptlogic com Company Website Selecting the Company Website option will open the company s website in a new browser window About HDAccess Selecting About HDAccess will open the About HDAccess window displaying the current build information 13 HDAccess Manual for Administrators
9. quired for todays fast paced support operations Jan 01 2010 HDAccess HDAccess is a self help solution for your Customers and Internal End Users It provides them with an online interface to your help desk offering user friendly navigation and easy access to their Issues and your organizations Hel Thy Settings Settings System Options System Options Selecting this option opens the System Options window as shown in the following sections QUEST i SOFTWARE 9 HDAccess Manual for Administrators POWERED Br ERES The Email Configuration Tab The Email Configuration tab contains the user s email and email server information as well as default email templates Email Configuration From Name luse scroptlogic com E From Email Address luser scroptlogic com SMTP Server lsmtp exteral scriptlogic local i Port Number 25 Ki Use SSL Default por for sSMTP is 465 My Server Requires Authentication SMTP User Name z Password Change Forgot Password Subject Passwiord reset e berbyver Forgot Password Message Requester Registration Subject Registration Request E bhember Requester Registration Message Requester Approval Subject Approved x Requester Approval Message dthbrtahb Signature Block 10 HDAccess Manual for Administrators 1 Enter the name you would like to appear in the From portion of your email in the From Name field This is required 2 Enter the e
10. up Message Board The Message Board allows system administrators to broadcast information of interest to all users at the same time The headline of each message will scroll in the Message Board headline window at the top of the HDAccess window as shown below Welcome to Help Desk Authority Read the Message QUEST SOFTWARE 8 HDAccess Manual for Administrators POWERIEO br ELESEN Clicking on the headline will open the Message Board window to display the text of the current headline and message Mozilla Firefox Mm localhost hdaccess MessageBoard MessageDisplay aspx Apr 28 2011 Welcome to Help Desk Authority Help Desk Authority 9 1 introduces a number of enhancements that significantly improve the usability of the product The Issue lifecycle and workflow are now more closely aligned with ITIL best practice recommendations for incident management Finally a number of new features have been added to improve the self service capabilities of the product and to help minimize the burden on IT staff For more information please visit http www scriptlogic com products help desk authority You can manage these messages using Administration Configuration Message Board Jan 01 2010 Help Desk Authority for Windows amp Web Help Desk Authority keeps your Support Center running smoothly and efficiently by automating all aspects of Issue Management It offers maximum flexibility accessibility and scalability re
11. ut Current default layout is ITIL Incident Layout The Toolbar The toolbar contains five options Define Layouts Message Board Settings Logout and Help These are explained below Define Layouts As an administrator the first window you will see upon login is the Define Layouts window as shown below Choose a layout ITIL Incident Layout standard Layout Preview Curent default layout is Standard Layout 1 The default layout will be noted below the buttons as can be seen above If you would like to change the default layout select a layout from the list and click the Set As Default button 2 Topreview a layout select the layout from the list and click the Preview button Creating a New Layout 1 To add a layout to the list click the Add button This will open the Customize Layout window as shown below OUEST SOFTWARE 5 HDAccess Manual for Administrators POWERED pr PESTE Em ms Issue No Summary EEE EE es we e E E e e EE DI e e EE feet Layout Name Printable E Modify Screen Oo JE seis a ola 2 Enter the name of the new layout in the Layout Name field at the top of the window 3 For each of the listed fields do the following a b In the Delete column check the checkbox if you would like to delete this field from the layout In the Default Value column enter a default value in the text fields provided or select
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