HDAccess User Manual - HDAccess: Web
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1. re enter your new password 5 Click the Submit button 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 O m aE 1 AUH ocriptLogic Announces Help Desk Authority 9 0 fools 12 HD Access 9 0 User Manual A QUEST SOFTWARE COMPANY Clicking on the headline will open the Message Board window to display the text of the current headline and message Mozilla Firefox oO _ http sl pa vistults2 hdaccess MessageBoard MessageDisplay aspx Msgld 1 MESSAGE ADDED ON VM WHEN DOES IT APPEAR The Help Menu HD Access Help Contact Us Company Website HDAccess Help Selecting HDAccess Help from the Help menu will open the HDAccess User Manual in PDF format the manual you are currently reading 13 HDAccess 9 0 User Manual A QUEST SOFTWARE COMPANY Contact Us Selecting the Contact Us option from the Help menu will open the Contact Us window as shown below Company Address Seript Logic Corporation 6000 Broken Sound Parkway NW Boca Raton oida 3487 2 7427 United States of America 561 686 2400 Email info scriptlogic com Done Company Website Selecting the Company Website option will open the company s website in a new browser window 4 it M LOGIC 14 HDAccess 92. 2011 3 25 45 PM 000 00 00 Adam Cox Blah blah blah blah Activity Total Time minn Add Note 3 Inthe Notes section you can view existing notes on the issue or you can add notes to the issue with limitations To view a note highlight the note in the issue list and click the View Note button This will open a View Note window The fields cannot be edited in this window Click the Close button when finished viewing the note 4 To adda new note click the Add Note button This will open the Add Note window The issue number will automatically be in the Issue No field In the large text field enter the text of your note Click the Save button when the note is complete 5 The Activity Total Time is updated from the notes automatically and cannot be edited Attachments File Name File Name O O O O O OOOO OOOO OO zipo 6 Inthe Attachments section you can view attachments that have been added to the issue To view an attachment select it from the File Name list and click the View button This will open a new window with the attachment such as an image or the application best for viewing the attachment such as Word or Acrobat 7 To add an attachment click the Browse button and select the file you wish to attach from the File Upload window Click the Open button to close the File Upload window Click the Attach File button to attach the file to the issue The attachment will now be included in the File Name list 8 When y
3. E gee 15 Tee can 8 a E qa A E S E E E S EE 15 Tieke th E scopes E E E E O T 16 PAINS L TTT 17 Kaa Locic 3 HDAccess 9 0 User Manual eae ee 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 Browser Requirements HDAccess e Microsoft Internet Explorer 7 8 9 e Mozilla Firefox 3 6 4 e Google Chrome 11 e Apple Safari 5 4 HDAccess 9 0 User Manual A QUEST SOFTWARE COMPANY Logging into HDAccess When you initially open HDAccess in your web browser the Requester Login window is displayed Requester Logon Name aco go Password rese Register Forgot Logon Name and or Password Click here f you are a Help Desk Authonty Administrator 1 Enter your user name in the Requester Logon Name field 2 Enter your password in the Password field 3 Click the Submit button In some cases the links for Register and Forgot Logon Name and or Password will not be visible The presence of these links is dependent upon the specified settings of the administrator 5 HD Acce
4. open the Add Note window To view a note select the note and click the View Note button 4 If you would like to attach a file or files to the new Issue click the Browse button in the Attachments section to locate the file you wish to attach and then click the Attach File button to attach the selected file 5 When your new issue has been completed click the Save button P Submit New Issue The Submit New Issue window can also be opened by clicking the Q button View Issues Add Notes This second option View Issues Add Notes is simply a link back to the main issue list If you are searching the knowledge base for example this link will bring you back The Knowledge Base Your help desk provider maintains a collection of information including troubleshooting information documents articles based on previously resolved issues and frequently asked questions for sharing within their organization This knowledge base can be thought of as accumulated wisdom regarding their help desk experience Each element in the knowledge base is referred to as an article and will have a unique article ID You can access the knowledge base if the HDAccess administrator allows it and the Knowledgebase button in your toolbar is enabled The knowledge base can also be opened with the button ait LOGIC 10 HDAccess 9 0 User Manual A QUEST SOFTWARE COMPANY HDAccess Web Based Help Desk Software Requester Service Software Mozilla Firefox File E
5. this manual you may have the need to make changes on some of the information in the issue Your issue will be opened in a View Modify window as shown below This is where the changes can be made View Modify Issues Needs help installing MS Excel Issue Number 4 Summary Needs help installing MS Excel Description Needs help installing MS Excel Status Open Sub Status Assigned Priority Medium Due Date Issue Type Request for Information Category Software Sub Category 1 Office Sub Category 2 Excel Asset Assigned Group Help Desk Received On 3 13 2010 11 11 15 AM Resolved Date Updated By Helpdesk Administrator Updated Date 1 31 2011 2 42 56 PM E Resolution E Requester Details Requester Adam Cox Department Phone 913 258 4981 Location Kansas City Activity Type Date Time Time Spent l Entered By Activity Billable Activity Note Activity Total Time 00 00 00 Add Note Attachments Select ne Attach File 1 To update any field click the Z icon This will open the field for editing 2 Make the change you require and click the icon to save the change and close the field or xt to cancel the change and close the field with the previous value intact 17 HD Access 9 0 User Manual A QUEST SOFTWARE COMPANY Activity Bilabie Re Cost Requester Note 3 21 2011 5 19 12 PM 000 00 00 Adam Cox This is a sample not Requester Note 3 21 2011 3 19 31 PM 0000 00 00 Adam Cox Look at this Anoth Requester Note 3 21
6. 0 User Manual EaTaLocic Viewing Issues After logging in as a requester HDAccess will display the View Issues window From this window you can search for issues and view them in the Issue list You can also open issues in a View Modify Issue window where you can edit them as well as read add activity notes and add attachments The Search Pane Timeline Status All lssues lt Open or Pending lt The Search Pane allows you to search through your Issues to find the ones you are particularly interested in By using the search field criteria you are able to pinpoint just the issues you would like to review Each field is described in the following table Field Description From this drop down menu you can select to view the issues you have submitted or all issues reported by your company department and or location depending on the options that the HDAccess administrator has selected Select issues from the past 1 7 30 60 or 90 days Choose from All Open Closed Pending or Suspended Enter the Issue number you would like to view More Search Criteria Opens the More Search Criteria window and allows you to further refine your search by specifying up to three additional fields upon which to search See screen shot below More Search Criteria To refine your search choose any all the three fields and specify the criteria in the element s which will shown on the right side Issue Type Priority As
7. A QUEST SOFTWARE COMPANY www scriptlogic com 1 800 813 6415 MT Help Desk Authority HDAccess User Manual Help Desk Authority 9 0 aA LOGIC Www scriptiogic com 1 800 81265415 EMEA 44 01628 516410 APAC 61 0 3 8352 BRDU A UST GOT COMPA 2011 Senptlogic Corporation All nghts reserved SenptLogic and the ScnptLogic logo are registered trademarks of ScnptLogic Comporaiion m the United States and or other countries The names of achual companies and products mentioned herein may be the trademarks of their respective owners 2011 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 2 HDAccess 9 0 User Manual eae ee Contents AS TUS ots sande ses sens pees sass ees ee sas ass eee es Goss eeeen ese E ese seen eee 3 ET 4 Drow d Roa OTE S e E A E E T 4 Loco MeD ACOE En E E E E EE E A 5 Resisternne tor HDACCOS gee ne E re ee Aa E ee eee 6 Forgot Logon Name and or Password sese 7 Tne HDAccess WorkSpace scrise enn E a r re E Eo i 8 K Reen eT Gemereener serene T E T ee E 9 The TSS S Men ecirar A E E seta ndeataulereetequesmsestennducedess 9 WAC IK WO e e e EE TATE A A T AE E T AN E TSE 10 Te LOOL N T TTT 12 Te A PM TTT 13 KET E E E E E E E E E E E A A
8. dit View History Bookmarks Tools Help RS CX _ http localhost hdaccess 2 Most Visited HDAccess Web Based IA Rally KA Rally x HDAccess Web Based Help Desk x wer Issues Knowledgebase Knowledge Base Search Article ID Category Yv Search or Search For Search In All of the words entered w Full Text Using the Knowledge Base Search window you can find e All articles belonging to a particular category e All articles belonging to a particular sub category e All articles pertaining to a particular product e All articles that satisfy a combination of these criteria e A specific article identified by the article ID To search the knowledge base 1 Enter the article ID or select other search criteria from the drop down menus or enter keywords or phrases to search on 2 Click the Search button 4 iM LOGIC 11 HDAccess 9 0 User Manual EaTaLocic The Tools Menu Change Password Message Board Change Password In HDAccess a user can change his or her password at any time All fields are required Old Password leseceeeces New Password Contim Password k Under the Tools menu select Change Password This will open the Change Password pop up window 2 The Old Password field will be pre populated with your current password 3 Inthe New Password field enter a new password 4 Inthe Confirm Password field
9. lt Access 9 0 User Manual EaTaLocic The HDAccess Workspace SCRIP B 4 Issues Timeli Status me Rae TTS ee New Employee n New Employee n Assigned High Incident My anti virus has My anti virus has In Progress High Incident Issue List T Print Selected Issues Print AIl Issues Page 1 y of 1 8 HDAccess 9 0 User Manual A QUEST SOFTWARE COMPANY The Toolbar The Toolbar contains four basic buttons three of which have drop down menus These are explained below The Issues Menu Submit New ssue View lssues4dd Notes Submit New Issue Opens the Submit New Issue window Submit New Issue Requester Details Requester Adan Con Department Phone 913 258 4981 Location kansas City Issue Details Priority Low Issue Type Incident Category Hardware SubCategory 1 De sktop Sub Category 2 k Asset Compag 193 Summary Machine wont boot S Machine has blue screen Description No Data To Display Attachments Attach File Save Close 1 The Requester Details section will be pre populated with your requester data The Phone field can be edited 9 HDAccess 9 0 User Manual A QUEST SOFTWARE COMPANY 2 Inthe Issue Details section use the drop down menus for Priority Issue Type Category Sub Category 1 Sub Category 2 and Asset The Summary and Description fields are required 3 Inthe Notes field you can add a note by clicking the Add Note button to
10. ou have completed editing the issue click the Save button 18 HD Access 9 0 User Manual A QUEST SOFTWARE COMPANY
11. set Compag 193 KaTALocic 15 HDAccess 9 0 User Manual ARE erence The Results Pane The Results Pane is a table containing all the issues that match the criteria you specified in the Search Pane The columns of the table are defined by the layout designed by the administrator The table is initially sorted by issue number but can be resorted according to the contents any column by clicking on the column name once to sort ascending twice to sort descending There are several ways to open any issue in a View Modify Issue window e Double click anywhere in the table row the issue is in e Click the Issue No link e Click the check box in the issue s row and click the View button When you have an issue open in the View Modify window you can edit the issue if necessary See the next section of this manual for detailed instructions on editing issues If there is more than one page of results use the forward and backward page buttons or select the page you want to go to in the Page of drop down menu Print Selected Issues _ Print All Issues To select an issue to print check the checkbox next to the issue then click the Print Selected Issues button You can select more than one issue to print Clicking the Print All Issues button will print all the issues KATA LOGIC 16 HDAccess 9 0 User Manual A QUEST SOFTWARE COMPANY Editing Issues After opening an issue to view as described in the previous section of
12. ss 9 0 User Manual A QUEST SOFTWARE COMPANY Registering for HDAccess If you are not yet registered to use HDAccess click the Register link This will open the Registration window as shown below Fields marked with an asterisk 1 are required FulName S L Company Name Phone M Emil Logon Name beas x Password ereer Confirm Password P O l z Home Enter your name in the Full Name field This field is required Enter the company name in the Company Name field Enter your phone number in the Phone field Enter your email address in the Email field This field is required Enter a logon name in the Logon Name field This field is required Enter your password in the Password field This field is required Re enter your password in the Confirm Password field This field is required Click the Submit button Se oe ay a 6 HDAccess 9 0 User Manual A QUEST SOFTWARE COMPANY Forgot Logon Name and or Password If you have forgotten your logon name or password click the Forgot Logon Name and or Password link This will open the Forgot logon name and or password window as shown below f you have forgotten your logon name andor password enter your email address below Your information will be emailed to you Email Address 1 Enter your email address in the Email Address field 2 Click the Submit button Your information will be sent to the email address you specify 4 it M LOGIC 7 HD
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