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formerly Help Desk Authority 9.1.3

1. Inkjet Printers CD Label Printers etc Once asset types have been determined you can create them in Help Desk Authority If you are unsure of the asset types you want to create you can edit or delete them at a later time For HDAsset users asset types are typically a breakdown of PCs and Servers that you are auditing such as Desktop Laptop Server etc Assets in HDAsset will have an asset type of Audited by HDAsset Likewise your asset types may also incorporate assets that are not auditable through HDAsset but are part of your company inventory such as phones or handheld devices It is important to note that each asset must be assigned an asset type Therefore you must create at least one asset type For example if you choose not to categorize your assets by type you can create one category called Asset and then assign this type to all assets that you create QUEST 2013 Quest Software Inc SOFTWARE ALL RIGHTS RESERVED Adding a New Asset Type Under Asset Management select Asset Types amp Requester Management Requesters Companies External Support RS Asset Management Asset Types Asset Manufacturers Asset Vendors Asset Templates E Issue Management Issue Templates Issue Activities Phone Issue Categories Printer Issue Sub Statuses Issue Types Scanner Priority Mapping Configuration System Options Message Board Email Templates
2. 7 Help Desk Authority Setup summary In this final step you will review your updates shown below After confirming your updates click the Finish button to save them Users to Create skuser Companies Companies to Create Bobby s Seafood Palace Requesters Requesters to Create Keith Stone ZaG eaaSagrev spec hea The summary screen will list all of the updates you have made in the wizard before saving and exiting If you are not satisfied with your changes you can go back and make any changes necessary When you are satisfied with the updates you have made click the Finish button to exit the Configuration Wizard QUEST 2013 Quest Software Inc SOFTWARE ALL RIGHTS RESERVED 55 Chapter 3 Administration Administration available through the Setup Menu in the Main Menu under Administration manages the items used in creating issues in Help Desk Authority Selecting Administration from the Setup Menu opens the Administration window as shown below with the sidebar navigation in the red frame Configuration Wizard be Administration Administration QA Requester Management Reguesters Requester Name City Companies External Support Requester Code State Asset Management Company Postal Code Asset Types Asset Manufacturers Email Country Asset Vendors Primary Phone Asset Templates Note You may enter partial or full search criteria above E Issue M
3. QUEST 2013 Quest Software Inc SOFTWARE ALL RIGHTS RESERVED 17 HDAccess Requester Validation Selecting this option from the HDAccess sub menu will open the Registered Requesters window as shown below Edit Any Requester who has gone to the HDAccess website and registered as a new requester will appear in this window Double click on the requesters email address to open the Requester Validation window shown below Requester Validation l0 x Full Name Willie Cundie Company Name ACME Ea J Primary Phone Email wcundie gmail com Login Name cundie j M View Company Issues Iv View department Issues m View Location Issues E Open Requester Setup Window after Validation Deny Delete Deny Retain be QUEST 2013 Quest Software Inc SOFTWARE ALL RIGHTS RESERVED 18 From here an administrator can approve the request by clicking the Approve button The request can be denied and deleted by clicking the Deny Delete button The request can be denied but retained for future consideration by clicking the Deny Retain button Clicking the Cancel button will close the window HDAsset The HDAsset menu option contains a sub menu that includes Hardware Master Software Master Microsoft Hotfix and Screen Savers All of these items are explained in the HDServer Modules manual The Help Menu The Help menu provides access to the Help Desk Authority documentation and ot
4. s sssssssrnnrsnrnnsrrnrenrsrrrrrnns 237 Knowledge Base Configuration ccccccccccceeseeeeeeeeeeeeeeeeeeeeeeeaaaaaes 242 TAC Key WONGS TAD eeraa E A E E E E 243 TAS Prenes TaD orriren nenna ia E E EROE EN S 243 Knowledge Base Categories ssssssssssssssnssnsresnsssnnesrnnesrrnesnsnene 244 Adding a Category isnstanotscescneesastusttsanaeoeeectsasinsemnavaeiaetaeewadens 244 FUNN aea ern E E A 244 Deleting a Category ssssssssenesrnnssnnnesnsnnsnsnnnnnnsnnenrnnennnneennnne 244 Creating Editing and Deleting Knowledge Base Articles 05 245 QUEST 2013 Quest Software Inc SOFTWARE ALL RIGHTS RESERVED Chapter 10 ADASSEE sisisieswasiwantersinanssastwarsetsiwiensiniweuactseweonasiwes 251 PASS Sl S E EE E EE E E E ET 251 THEA SST TOODE ersi E 251 The Asset Filter Pane sien sracetcaciapetciatnesdcacteGadeduteontdesdarednnataeenaien 292 THC ASSCe LICE GIG aea E E E E E 253 The Refresh PANG iveneosecatarcrcacamaenadetatssacanninedeimieamecunvenalwiawsnans 253 The Preview Pane dincececutiiarinmaredadeeioriactiunaneniadeaedeundencrnemanes 254 Creating a NEW ASSCE renierons A A EA 255 PORTGA AS SE a er ee ere ee 258 HardWare Ma Or enaa ces ci ania tietkaaasnes tne MeetNcaan 258 DOR Wale Ma CO aer E 261 Adding Updating and Deleting a Category s ssssssssssrsrrnrsrrenns 261 Adding Updating and Deleting a License Group sesesssssserersssn 262 Assigning and Un assigning Applications to a License
5. 13 Enter the primary phone number in the Primary Phone field 14 Enter the secondary phone number in the Secondary Phone field 15 Enter the mobile phone number in the Mobile Number field 16 Enter the fax number in the Fax Number field 17 Enter the email address in the Email field 18 The Manager field is retrieved from Active Directory and is only applicable for requesters synchronized from Active Directory QUEST 2013 Quest Software Inc SOFTWARE ALL RIGHTS RESERVED Or e SS ee O 63 19 When creating a new requester the Issue History drop down is grayed out as there are no current or past issues with a new requester This field can be ignored 20 Enter any comments regarding the new requester in the Comments field A sample of a completed General tab is below art Vandalay H Company Name vandala il Industries Y a Requester Code jisz va Location Name Title VP of Sales of Sales Address 1 3356 Flamingo Drive Secondary Phone Address 2 Mobile Number 888 988 3654 City Las Vegas Fax Number 558 224 6654 State Province nv Email avan vandalayind com Postal Code 89108 Manager not assigned Country jusa Issue History Go G Comments Sample requester QUEST 2013 Quest Software Inc SOFTWARE ALL RIGHTS RESERVED 64 The next tab in the Requester Add window is the Custom Fields tab If you have created any custom fields for requesters they w
6. Custom Fields Customize Window Layouts List Layouts g Security Users Groups and Privileges Note Enter full or partial search criteria and click Search 614 373 2702 408 678 5645 QUEST 2013 Quest Software Inc SOFTWARE ALL RIGHTS RESERVED 108 1 Click the Add button at the bottom of the window This will open the Asset Vendor Add window as shown below 2 Enter as much information as is available into the appropriate fields then click the OK button i Asset Vendor Add Vendor Name Scott s Products tit Phone No s88 658 5664 0 Address 1 558 aipha Ave Fax Number Address 2 PO Web URL http w w w alphaprod com City Las vegas st Main Email info alphaprod com state WV tti Cs SC S Postal Code 89134 Comments Inactive Cancel 3 The new asset vendor will now appear in the asset vendor list If you would like to edit or even delete an asset vendor at any time use the Edit and Delete buttons in the Asset Vendors window Asset Templates Asset Management gt Asset Templates Entering asset information can be a tedious task especially when many assets can share much of the same information You can avoid the repetitious chore of entering the same asset information over and over again by using asset templates You can define as many asset templates as you like On each template enter the information repeated from asset to ass
7. Column Name Column Type Column Name Column Length Column Label Default Value l Required C Yes No Selection Table I M Selection List Values Value Inactive 4 Once the asset type is complete click the OK button The asset will now appear in the Assets list in the Asset Types window 5 Note that custom fields in an asset type can also be edited or deleted using the Edit and Delete links in the Asset Type Edit window 6 If you would like to edit or even delete an asset type at any time use the Edit and Delete buttons in the Asset Types window QUEST 2013 Quest Software Inc SOFTWARE ALL RIGHTS RESERVED 104 7 lf you are attempting to delete an asset type that is in use you will receive a message like the one shown below Click the OK button and Help Desk Authority will automatically give the asset type an Inactive status If the asset type is Inactive it can be eliminated from queries drop down menus and reports Click the Cancel button to retain the asset type s Active status and to cancel the deletion request Asset Types 8 Ifthe asset type is not in use when you attempt to delete it Help Desk Authority will display a message like the one shown below Click the OK button to confirm the deletion or click the Cancel button to cancel it Asset Types QUEST 2013 Quest Software Inc A
8. ority Helpdesk Administrator File View Tools Setup Modules Help G NewIssue Q Requestes Companies Reports Gj Query MessageBoard GB HDAsset Administration cf HOServer Modules E Quest free Network Tools Knowledge Base O Aad F Ei O Delete E Ena D Print KB Configuration gt ge Search knowledge base tor word s oF phrase s Category eI Optonal Search slegornes Sub Category Optional 3 Reset Search for an of the words entered Product Optional Article ID Tite Date Created lt abade T of0 gt gt gt 0 items total Show 100 perpag 14 All Open Issues s Tech Support Queve 0 Closed Issue Notification QUEST 2013 Quest Software Inc SOFTWARE ALL RIGHTS RESERVED 236 Searching the Knowledge Base The section above the Knowledge Base article List is the search engine Search knowledge base for word s or phrase s 9 sai dll ts Category i ptonal Search Sub Category Optional l Reset Search for AI ofthe words entered Product Optional nn There are several options you can use when searching the Knowledge Base You can search on a word or phrase by entering that word of phrase into the textbox provided In the Search for drop down menu select either All of the words entered Any of the words entered or Exact Phrase You also have the option to search on an article Category Sub Category or Produc
9. 222 Select Asset Type Window Report used in Assets by Type Select Asset Type Asset Type Select the asset type from the Asset Type drop down menu Click the OK button Select Categories Window Report used in Application Installation Checklist SelectCategories Select Application Categories to include in the Report Available Categories Selected Categories Microsoft Products Other Products Scriptlogic Products Cancel Select the application categories you would like to use in the report by moving them from the Available Categories list to the Selected Categories list using the arrow buttons Click the OK button QUEST 2013 Quest Software Inc SOFTWARE ALL RIGHTS RESERVED 223 Select Audits Window Report used in Change Tracking E Select Audits Audits First and Latest From the Audits drop down menu select either First and Latest or Most Recent Two Click the OK button Hotfix Report Configuration Window Report used in Hotfixes z Hotfix Report Configuration Select KB articles to include in the report Select operating systems to include in the report u Available Hotfixes Selected Hotfixes Available Operating Systems Selected Operating Systems Microsoft Windows Serwer 2008 E Microsoft Windows Vista Busines Show computers with the selected hotfixes Missing Cancel First under the Select KB articles to include in the report section select the
10. Extended Error Log is currently disabled l Enable Extended Log Log Mes will be available in the folowing folder civ AcministratoriApo Data Roaming ndauthornvien Note If your Services are Nol running using Ihe same user account as HDAuthority application the log files will be located in the AppData fol cer ofthe corresponding user account For services running under Local System account Melog files will be availatie in the location below To troubleshoot any issues with Help Desk Authority 1 Click the Enable Extended Log button to turn on error logging 2 Launch the feature that you are having problems with and use it as you would normally 3 Open the error log location shown in the Diagnostic Tools window above where you will find log files that contain information that can help us find out the root cause of the problem For desktop application windows services error log files will be located under the user s roaming profiles under their AppData folder as shown in the screen above Note for web applications additional error messages are written in the event viewer s Application Log Although these error log files are primarily designed for interpretation by our customer support technicians and developers users may read the contents to perhaps resolve the problem before contacting support The cause of some problems may be self explanatory and may be resolved without a call to the Help Desk If you hav
11. KB2158563 and the corresponding article has opened from the Microsoft website Ipngrade your Internet experience Microsoft S Support Home Solution Centers 4dyvanced Search Buy Products September 2010 cumulative time zone update for Windows operating systems View products that this article applies to Expand all Collapse all Important This update supersedes and replaces update 981793 which was releasec 2010 This update also includes additional time zone changes that were signed in to l update 981793 was created If you have already deployed update 981793 read the descriptions of the specific tin changes that are addressed in this article to determine whether you must deploy this immediately If systems are not directly affected you can schedule deployment at th availahle annnartiiniti To narrow the list of hotfixes displayed use the search fields in the top pane of the Microsoft Hotfix list window The two fields available for the search are Hotfix Name and Microsoft KB article When searching using the Hotfix Name field any portion of the name can be entered as a search term For example searching on NET will return any hotfix with NET as part of the Hotfix Name FY Microsoft Hotfix List Search Microsoft Hotfix Hotfix Name net U Microsoft KB Article i Search Hotfix Name Article ID Installed Not Installed Microsoft NET Framework 1 1 Security Update KB2416447 M2416447 Microsoft NE
12. checkbox Then select either The logged in user or The following addresses radio button If you select The following addresses radio button enter the email address es in the field provided separating multiple email addresses with a semicolon 10 Click the OK button QUEST 2013 Quest Software Inc SOFTWARE ALL RIGHTS RESERVED 233 Editing a Widget To edit a widget do one of the following Select the widget you would like to edit from the tree view and click the 3 icon This will open the widget definition window Make your edits and click the OK button OR Double click the widget in the tree view This will open the widget definition window Make your edits and click the OK button OR Right click the widget in the tree view and select Edit This Widget This will open the widget definition window Make your edits and click the OK button OR From the widget click the icon This will open the widget definition window Make your edits and click the OK button Deleting a Widget To delete a widget do one of the following Select the widget you would like to delete from the tree view and click the a icon This will delete the widget OR Right click the widget in the tree view and select Delete This Widget This will delete the widget OR From the widget click the x icon This will delete the widget from the Dashboard but not from the tree view The widget is still available to add to the Dashboard
13. Tabs in the Issue Window The bottom pane of the Issue window consists of seven tabs as shown below Each tab will be explained in detail Note that if an icon on a particular tab has a green star affixed to it this indicates that the tab has been updated and contains information If the tab can contain only one piece of information it will simply display the green star If the tab can support multiple pieces of information a count in parentheses will follow the tab label T Product Contract Activity 2 AS Note 1 Activity 2 Resolution E Custom Fields 2 Migehments E Asset C Product Contract The Note Tab To add an activity note to the issue 1 Click the Add button This will open the Activity Note Add window 2 Select the activity type in the Activity Type drop down menu 3 Select the user applicable to the note in the Entered By User drop down menu 4 The Activity Date Time field will be automatically populated with the current date and time To override this you may select a date from the drop down calendar or simple enter a date and time into the field Help Desk Authority will convert your entry to the correct format of m d yyyy hh mm ss and AM PM 5 Inthe Time Spent section if applicable enter the time spent on this activity by using the Days Hours and Minutes fields 6 If there is a cost associated with the activity the cost will appear in the Cost field Note that this only occurs if
14. The Asset tab is the next tab in the Company Add window This tab is where you will assign assets to an individual customer Company Edit Company Name Frohman Sausage Company k Inactive Custom Fields BA Departments 8 Contracts ea Products fee Assets G Attach Asset Name Asset Type Asset Tag Requester Name QUEST 2013 Quest Software Inc SOFTWARE ALL RIGHTS RESERVED 93 To add an asset or assets to a new company follow the instructions below 1 Click the Add button This will open the Assets window e Epa Elfa El Canon Printer 1st Floor PRINTER3 i Canon PIXMA iP3000 Ph Canon Printer 2nd Floor Pri r Canon PIXMA P3000 Phe Cenon Printer wd Floor TEREZ i Canon PIXMA iP4000 Phe Canon Printer 4th Floor Pri Cany Canon PIXMA iPS000 Phe HF Printer 1st Floor i Hewlett Packard HP Lase Hewlett Packard HP Last Hewlett Packard HP Paw Hewlett Packard HP Pavi Sony Sony WAO VGC Ri Sony Sony VAIO VGC ARI Sony Sony VAIO VGC RI Sony Sony VAIO ViGC Fi Sony Sony VAIO VGN F Sony Sony VAIO VIGN FE Sony Sony VAIO VGN F Sony Sony VAIO VIGN FE Sony Sony VAIO VGN F ESEL Sony Sony VAIO VGN F S1350 ax Mach Sony Sony VAIO VGN F NOTEBOOKTS57 Toshiba Toshiba Satellite NOTEBOOK 541 Toshiba Toshika Satellite NOTEBOOKTS72 in i Toshiba Toshiba Satellite NOTEBOORSE27 Fax Mach Toshi Toshiba Toshiba Satellilt i M M a a o a
15. Titan Software Data wireless and voice support so when yo High 3 5 2009 11 23 Admin Open New Titan Software Office 2010 installation is required High 3 5 2009 11 34 Admin Open In Progr Titan Software Database appears to be corrupted High 3 5 200911 38 Help Desk Open In Progr ACME Products Email encyption CRAM MD5 was always sup Medium 3 5 200911 59 Help Desk Open New Titan Software Replacement toner needs installed by service While most users will create their own issue list layouts many users will use the default issue list layout shown below IssueNo Requester Issue Type Priority Received Date Summary Adam Cox Installation i 3 13 2008 11 07 AM My anti virus has expired on my laptop z gerreg GOE EEEN SERPS AEE TER Tre PA PE RAER E EE Adar Cox Question How 3 13 2008 11 10 M New employee needs network login privileges established Adam Cox Installation 3 13 2008 11 11 M Needs help installing MS Excel Terry Carrick Question How 3 13 2008 11 18 M am unable to connect to the email server Walter Cobb Hardware Failure High 3 13 2008 11 18 4AM Network connection is down Walter Cobb Software Bug Urgent 3 5 2009 11 10 AM Several links not working on the Intranet Site Henry Canova Hardware Failure Urgent 3 5 2009 11 16 AM Cisco Catalyst 2960 Switche needs replaced on the 3rd flo Henry Canova Installation High 3 5 2009 11 21 AM need Power Point installed on my PC
16. gt Organizing Queries Aside from the folder structure of query organization there are three other categories that queries can be placed in e Startup Queries Lal e Status Bar Queries e Favorite Queries W Startup Queries You can designate one query as a Startup Query This query will run upon the startup of Help Desk Authority To do this simply drag one query from the folder tree and drop it into the field in the Startup Queries section If an existing query is already set as a Startup Query simply dragging another query to the same location will replace it To remove the current Startup Query without replacing it select the query and click the A Status Bar Queries Las Status Bar Queries are those queries that will be stored on the Status Bar to be run at your convenience just by double clicking them You can designate up to four queries to be Status Bar Queries Simply drag a query from the folder tree and drop it into the Status Bar Query area You can change the order of the queries on the status bar by moving them up or down with the arrow buttons If you want to replace an existing Status Bar Query with another query you must first remove the query to be replaced Select that query and click the a This will remove it from the Status Bar Query list but it will not be deleted Favorite Queries Ww Any query can be saved as a Favorite Query Simply select a query and drag it to the Favorite Query
17. 0 General E Hardware D Desktop Laptop 2 Peripheral Keyboard Monitor Mouse Printer Server App Server Domain Controller Internet E Network I Administration 24 Email i Exchange Web Mail I Firewall B 2D Intranet HR Portal IT Portal LAN Routers 3 Cisco VPN Checkpoint Cisco DI Wireless ENED Software 2 Antivirus Norton Categories SOFTWARE Issue Category Add Category Name Time Sensitive W Inactive O n ok cancel _ 2013 Quest Software Inc ALL RIGHTS RESERVED 118 5 The new issue category will now appear in the issue category list as shown below You can add up to four levels of categories CO E E amp Requester Management Reauesters be i Companies External Support f amp Asset Management Poe a 3 gt Asset Types Asset Manufacturers D Delete Asset Vendors Asset Templates E Issue Management Issue Templates Issue Activities Issue Categories Issue Sub Statuses Issue Types Priority Mapping Configuration System Options Message Board Eo Email Templates ES 5 Portal Access Products 5D Password Reset Support Contracts Holidays Operating Hours Customization Custom Fields Customize Window Layouts List Layouts gf Security Users Groups and Privileges edit Categories 6 If you would like to edit or delete an
18. 166 To Find a Specific User or Group of Users Enter search criteria in at least one of the fields outlined in Steps 1 3 1 Enter the name or partial name of the user you are searching for in the Full Name field 2 Enter the logon name or partial logon name of the user you are searching for in the Logon Name field 3 Enter the primary email or partial primary email of the user you are searching for in the Primary Email field 4 Click the Search button To Add a User fl User Setup Add Full Name Donald Plaxico Inactive Primary Email dplax yahoo com 0 Primary Phone 412 256 9988 Alt Notify Email dplax gmailcom Secondary Phone 4122298848 IM Address dplax9 ts Mobile No 4126654554 IM System Yahoo Manager not assigned Login Name Allow Windows Login Password a i Allow Web Login Active Directory User Reset Password Account Locked 0 User Must Change Password Disable Single Sign on Last Logon Date 1 Click the Add button This will open the User Setup Add window 2 Enter the full name of the new user in the Full Name field This is the only required field when creating a new user Enter the primary email address of the new user in the Primary Email field 4 Ifthe user has an alternative email address enter it in the Alt Notify Email field Sa QUEST 2013 Quest Software Inc SOFTWARE ALL RIGHTS RESERVED 167 5 If the user can be contacted through
19. Description Due Date Phone Priority Received Date Resolution Resolved By Resolved Date Updated By Updated Date There are two tabs in the Knowledge Base Configuration window e Keywords Select the issue fields to be searched for keywords e Prefixes Set the list of prefixes for article names QUEST 2013 Quest Software Inc SOFTWARE ALL RIGHTS RESERVED 243 The Keywords Tab As shown in the screen shot above the Keywords tab provides a selection list allowing you to select the individual issue fields whose values will be scanned by keyword searches For example if you chose the Priority field to add to list and you turn an issue into a Knowledge Base article and that issue has a Priority of High the work High will automatically appear in the Keyword list for that article Move fields of your choice from the Available Items list to the Selected Items list by using the arrow buttons Use the double arrow button to move all fields Any field can be moved back and forth at any time Check the Make new KB Articles default to Internal use only checkbox if you would like all new Knowledge Base articles to be visible only in the Help Desk Authority application and not to customers through HDAccess The Prefixes Tab Every Knowledge Base article is assigned a number But simple numbers can be confusing when keeping track of articles So Help Desk Authority allows you to select as many pre
20. HP Printer 1st Floor HF Desk cep hones PRINTER3849 i Canon PIXMA iP3000 Photo Printer PRINTER2233 ince Canon Canon PUMA P3000 Photo Printer PRINTER amp 297 i i Canon PIXMA iP4000 Photo Printer PRINTER4205 Inset Canon Canon PIXMA P4000 Photo PRINTERT242 i jeden Packard Hewlett Packard HP LaserJet 1012 PRINTERG303 i Vandalay i Hewlett Packard HP LaserJet 1012 DESKTOPT996 jeaden Packard Hewlett Packard HP Pavillion a210 DESKTOP 231 k Hewlett Packard HP Pavillion a210 ASE292 opi Sony Sony Sony VAIO VGC RB30 Deskt ASSIS on Sony Sony VAIO VGC RBJ0 Deskt ASTI opi y Sony Sony VAIO VGC RB30 Deskt Sony Sony VAIO VGC RB30 Deskt AASGJT i Sony Sony VAIO VGN FS550 15 4 AATIT2 achi m Sony Sony VAIO VGN FS550 15 4 AAETH i On Sony Sony VAIO VGN FS550 15 47 BS3840 t Machi Sony Sony VAIO VGN FSS70 15 4 ESET chi Som Sony Sony VAIO VGN FS570 15 4 B5330 7 i Sony Sony VAIO VGN FS570 15 4 NOTEBOOKTS67 Fa i il Toshiba Toshiba Satellite M45x 5S NOTEBOOKTS41 F ib Toshiba Toshiba Satellite MASX SZ NOTEBOOK7S72 chi il Toshiba Toshiba Satellite M45x 52 NOTEBOOKS amp 27 Fax Machi shi Toshiba Toshiba Satellilte P25 S61 JE wom wm n amp w A aD D d e an e a d 2 Click the asset name on the asset you wish to add to the requester 3 The asset will now appear in the asset list under the Asset tab of the requester QUEST 2013 Quest Software Inc SOFTWARE ALL RIGHTS RESERVED
21. IV Billable issue History Go g y Comments A QUEST 2013 Quest Software Inc SOFTWARE ALL RIGHTS RESERVED 82 The next tab in the Company Add window is the Custom Fields tab If you have created any custom fields for companies they will appear under this tab In the example below a custom field called Company Level is presented as a required field The default value is 1 Another custom field is a checkbox called Preferred Company which has been checked We will cover more on creating custom fields in the Customization section of this chapter Company Edit Company Name Frohman Sausage Company Inactive tom Fields Esl Requesters A Departments Contracts Ce Products G Attach Company Level 2 Y Preferred Company y QUEST 2013 Quest Software Inc SOFTWARE ALL RIGHTS RESERVED 83 The next tab in the Company Add window is the Requesters tab Similar to the company s tab in the Requester Add window this tab is where you will link requesters to a company By default no requesters are listed They must be added To add a requester to be linked to the new company click the Add button Company Edit Company Name Frohman Sausage Company o Inactive w ep p Irra Custom Fields GQ Requeste ae Departments Y Contracts ea Products amp Attach RequesterName Email Primary Phone City State Province PostalCode Clicking the Add but
22. Inc SOFTWARE ALL RIGHTS RESERVED 230 Creating a Widget 1 2 Select the category for the new widget Click the ae icon if you would like to create a new graph widget or click the G icon to create a new gauge widget This will open either the Define Graph Widget window or the Define Gauge Widget window both described below The Define Graph Widget Window Tithe Graph Type K A xis 7 Y Axis Assigned Group F AZis assigned Group Allow axis rotation 3D graphs E nby INCU suts rmecorwed bebhaecen F and E Only include isswes found with the query OK 3 Enter the title you would like to use for the new widget in the Title field 4 Inthe Graph Type section use the drop down menu to select one of the 31 possible graph types available for your widget 5 Select the values you would like to use in the X Axis Y Axis and Z Axis drop down menus 6 In 3 dimensional 3D graphs you have the option of Axis rotation for each axis in the graph This allows you to manipulate the graph at any time to change the view of the data To enable this feature check the Allow Axis rotation 3D Graphs checkbox 7 If you would like to set a date range for the results presented in your graph check the Only include Issues received between checkbox then select the start date and end date for the range by using the drop down calendars 8 If you would like to refine the results of the graph by que
23. LAN WHOIS and WMI Scan A new feature in Help Desk Authority is the ability to completely customize the Toolbar You can add items remove items and arrange items in any way you like Adding an Item to the Toolbar To add an item to the Toolbar 1 Right click on an open area of the Toolbar and select Customize This will open the Customize window al ell Customize e Queres v Tapor go 2 Select the Commands tab QUEST SOFTWARE 2013 Quest Software Inc ALL RIGHTS RESERVED 21 Customize Toolbars Commands Options Categories Commands l File Unassigned View Tools Modules Setup Help Selected command 3 Under the Commands list select an item and drag it to the Toolbar You can add one item or several items Note that the Modify Selection button will not be available 4 When finished adding items to the Toolbar click the Close button Moving Items Around the Toolbar To move a toolbar item from one location to another 1 Hold the Alt key and click on the item you wish to move 2 While holding the Alt key drag the item to the preferred location You will see a vertical marker indicating the new location of the item Removing an item from the Toolbar To remove an item from the Toolbar 1 Hold the Alt key and click on the item you wish to remove 2 While holding the Alt key drag the item above or below the Toolbar When you see the x
24. Select the asset type for the new asset and click the Select button This will open the Asset Add window shown below QUEST 2013 Quest Software Inc SOFTWARE ALL RIGHTS RESERVED 198 ze Remote Suppen in Troubleshoot Ca Yew snapshot Asset Name Den5150 O00000 Asset Owner Requester Asset Type Name Desktop Computer F Requester Name Aici Lawson H Asset Tag de5150p6 Company Name Than Software inc FS a Issue History Go Lecation Name Department LC E inactrve Manufacturer Name Dell Vendor Name Columbus Office Products Model name Dimension Series Date Purchased 7102012 Serial Number HSSEFFSTB1Z 000 Price e49 00 Part No PO Sumber posas7s Entry Method Manual Comments 3 Enter the name of the asset in the Asset Name field 4 The Asset Type field will already be completed from the prior step This field is required 5 Enter any asset tag information in the Asset Tag field 6 If this is a new issue you can ignore the Issue History field 7 From the drop down menu select the Asset Owner This will usually be requester or company 8 Click the Requester Name field label This is a link that will open the Requester window Select a requester from the list of possible requesters 9 Once a requester name has been chosen the Company Name Location Name and Department fields will be automatically populated if they are populated within the requester
25. Warning Messages W Show contract warning messages Requester and Company Search Preference if Use drop down menus for requester and company on the issue window Hewlssue Assigned User iY When creating a new issue automatically set the assigned user to the user who is currently logged in Automatically check spelling when saving issue changes Dashboard Alerts Run dashboard alerts every q minutes Keep alert popups displayed for q S seconds Play local sound file for dashboard alerts on this computer Recent lesues Recent issues to display Refresh the status bar every minutes Reset Window Positions Resets all windows to their default size and position and clears any toolbar and menu customizations 1 Check the Show contract warning messages checkbox if you would like the user to be notified when a contract is about to expire 2 Check the Use drop down menus for requester and company on the issue window checkbox if you would prefer drop down menus over the search option 3 Check the When creating a new issue automatically set the assigned user to the user who is currently logged in checkbox if you wish to automatically assign the issue to the active user 4 Check the Automatically check spelling when saving issue changes checkbox if you would like to ensure accurate spelling in your issues 5 For Dashboard Alerts use the number fields for the frequency of alerts and the duration of
26. anue oia Inactive Issue Types Priority Mapping 2 Configuration System Options Message Board Email Templates Products Support Contracts Holidays Operating Hours Customization Custom Fields Customize Window Layouts List Layouts Security gt Users gt Groups and Privileges QUEST 2013 Quest Software Inc SOFTWARE ALL RIGHTS RESERVED 121 5 The new sub status will now appear in the list under the main sub status under which it was placed 6 If you would like to edit or delete an issue sub status at any time select the sub status and use the Edit or Delete buttons in the issue Sub Statuses window Issue Types Issue Management gt Issue Types Issue types let your help desk create a basis for the most common types of issues that occur in your business Creating an Issue Type 1 Click the Add button in the upper right corner of the window This will open the issue Type Add window 2 Enter the name of your new issue type in the Issue Type field 3 Click the OK button a Requester Management 2 Requesters Change Companies External Support TETEN w Asset Management r E Asset Types E Asset Manufacturers Guestion How To Asset Vendors Request for Informabon GD Asset Templates Service Request E Issue Management Task E issue Templates issue Activities ee lsaue Type Hame fuser erroe 8 issue Sub Statuses Issue Typ
27. database also QUEST 2013 Quest Software Inc SOFTWARE ALL RIGHTS RESERVED 277 Viewing Foglight NMS Information You can view the Foglight NMS data for a particular asset through the Asset Edit screen for the asset or for an asset associated with a particular issue through the Issue screen In the Asset Edit Screen To view the Foglight NMS data for a particular asset in the Asset Edit screen e Open the Asset Edit window for the asset Click the Asset Icon enter the asset name and click the OK button OR select the asset type of the asset and search for the asset see the note Filtering Foglight NMS assets below BE View Snapshot e Click the button to open the Foglight NMS page for this asset Note Filtering Foglight NMS Assets A device in Foglight NMS becomes an asset in Help Desk Authority Each device asset is assigned an asset type during synchronization If you do not know the asset name of the asset device use Asset Type in the Asset screen to display the list of assets with the requested asset type ote Supkon lr Troubleshoot Lag View Snapshot Asset Name SL PA 22V WCF Asset Owner Asset Type Name unknown F Requester Hame PO a a Asset Tag n Company Name E aa issue History Viewal o 8 Go Location Name Department Manufacturer Name Model name Date Purchased Serial Number Price Part Mo PO Number Entry Method Comments QUEST 2013 Quest Software Inc SO
28. manually override priority settings QUEST 2013 Quest Software Inc SOFTWARE ALL RIGHTS RESERVED 53 iv Automatically assign issue priorities based on impact and urgency Allow usersto manually override priority settings 2 Select the Priority you wish to shift up or down in importance 3 Using the and gt buttons below the Priority Map expand the selected Priority level to the appropriate Impact and Urgency levels Example In the screen shot below the Priority 2 High which intersects the Medium Urgency and the Affects Department Impact is selected Affects Business Affects Department Affects Sales Affects User Affects Group Urgent 1 Urgent 1 Urgent 1 Urgent High 1 Urgent 1 Urgent Medium 1 Urgent Low OB Clicking the button after selecting the above priority will change the Priority Levels of several Impacts and Urgencies by expanding the 2 High Priority level to the left Note also that this shifts the 1 Urgent Priority to the left resulting in a lower Priority for some Urgency Impact combinations Affects Business Affects Department Affects Sales Affects User Affects Group Urgent 1 Urgent 1 Urgent High 1 Urgent Medium QUEST 2013 Quest Software Inc SOFTWARE ALL RIGHTS RESERVED 54 Summary The final screen of the Configuration wizard is the Summary screen shown below
29. only those requesters associated with the chosen company will appear in the Requesters drop down menu If this option is not checked the entire population of requesters will be available Also if a requester that is not associated with the chosen company is selected the company name will change in the New 10 11 12 13 Issue window to reflect that requester There are three small icons next to the Requester field They are described below 3 View Requester This will open the Requester Edit window a Clear Requester This will remove the requester name from the Requester field Email Requester This will compose an email to the requester In the Location field if the location has not already been pre populated due to the requester selection use the drop down menu to choose the location In the Department field if the department has not already been pre populated due to the requester selection use the drop down menu to select the appropriate department In the Phone field if the phone number has not already been pre populated due to the requester selection enter the phone number In the Email field a value will automatically populate if the selected requester has an email address If not this field will contain no value The value that populates this field is an email link that can be used to send an email to the requester once the new issue has been saved In the Issue History drop down you can take a look
30. pop ups You can also choose to play a local sound file for alerts 6 Inthe Recent issues to display field enter the number of recent issues to display 7 If you would like the status bar to automatically refresh at certain intervals enter the number of minutes between refreshing in the Refresh the status bar every field QUEST 2013 Quest Software Inc SOFTWARE ALL RIGHTS RESERVED 174 8 Click the Reset Window Positions button to reset all Windows to their default size and position 9 Click the OK button when finished Groups and Privileges Security gt Groups and Privileges Help Desk Authority s security is structured around user groups Users in a group are all granted the same privileges for access to specific functions of Help Desk Authority A user can be a member of more than one group and specific privileges can also be granted at the user level for custom security options There are two tabs in the Groups and Privileges window e Groups e Privileges The Groups Tab The Groups tab is shown below Administration ka Requester Management n Groups Requesters Companies External Support Name eo lt a ai Asset Management 7 Asset Types Field calls from the internal employees regarding their computer equipment o dmir Person s responsible for managing the Help Desk Authority Software Bete Asset Vendors Asset Templates Issue Management Issue Templates Issue Activities Issue
31. section It will appear in any Favorite Query drop down To remove a query from your Favorites select the query and click the a QUEST 2013 Quest Software Inc SOFTWARE ALL RIGHTS RESERVED 204 The Conditions Tab The Conditions tab is where all queries are created and edited To open the Conditions tab either click the Add Query button on the Menu tab or select a query and click the Edit Query button At the top of the Conditions tab is a toolbar with four buttons Resets the query to its original state or an empty state fad Save s Saves the query in a designated location in the folder tree Run Query Runs the query and opens the Results tab Creating Editing a Query To create a new query 1 With the category of your choice selected click the Add Query button This will open the Conditions tab 2 Add a condition 3 Select a condition operand see Query Building you would like to add to the query 4 Click the Add Condition button 5 Modify the condition if necessary with operators see Query Building 6 Add more conditions if necessary 7 Run the query as a test This will open the Results tab 8 Ifthe query meets your expectations go back to the Conditions tab and save the query 9 To edit an existing query select the query in the Menu tab and click the Edit Query button This will open the Conditions tab for editing Change the query to your specifications and save 10 T
32. 68 The next tab in the Requester Add window is the Attachments tab If you would like to attach any files to a requester follow the steps outlined below 1 If you would like to browse your system for a file to attach click the Attach File button This will open up a Windows Explorer window Simply browse to the file you wish to attach then click the Open button The attached file will appear in the pane below the Attach buttons In our example an image file has been added as shown below Inactive Ve l O Attach File gt Attach Clipboard Attach URL Open With G3 Delete NHL Habs Goal Ho QUEST 2013 Quest Software Inc SOFTWARE ALL RIGHTS RESERVED 69 If you would like to attach a file that is currently on your clipboard click the Attach 2 Clipboard button In our example a Word document from the clipboard has been attached to this requester Requester Name Inactive Attach Filed Attach Clipboard p Attach URL Open With Delete Fy a NHL Habs Manual Goal Horn HDA Upg 4 wavyv 3 If you would like to attach a URL website address to a requester click the Attach URL button This will open the Attach URL window shown below Enter the web address in the Web Address field and the description in the Description field Both fields are required Attach URL Web Address https rally1 rallydev com simrally sp Description Rall
33. Article Number field is automatically populated when the article is created The Category and Sub Category drop downs are also user defined see later in this chapter They are optional fields but they will usually be completed Another optional field is the Product Name If the correct selection is available in the drop down it is recommended that you use it If the Internal Use Only checkbox has been checked the article is limited to internal technicians only If you click the Preview button the Preview tab will open to give you a visual of the article in HTML This is how it will look online when your customers view them through HDAccess QUEST 2013 Quest Software Inc SOFTWARE ALL RIGHTS RESERVED 238 The next five fields will be automatically populated if the article has been created from an issue and if the issue contains the information You can also enter text or HTML into these fields If you are using HDAccess and you would like to grant your customers the ability to view Knowledge Base articles online HTML provides a more user friendly view Also clicking on the field name will open a much larger text area in a new window Some users find this environment easier to work with when reading Knowledge Base articles The Title field will show the title of the article The Description field will contain a detailed description of the issue or problem The Cause field will show a list of factors that caused the probl
34. Daily f Every fi dayiaj ted Weekly m Eg t Ewer WeekDay T Monthly T Yeay Range of Recurrence siart 94 4 2012 f End after fi COC Mer ogs C Ered by pe Days in advance to enter 5 If you wish Help Desk Authority to create the issue automatically check the radio button labeled Automatically generate issue otherwise check the radio button labeled Prompt me before generating issue 6 Inthe Recurrence Pattern section click the corresponding radio button for Daily Weekly Monthly or Yearly 7 If you select Daily enter the number of days between recurrences or check the Every weekday radio button 8 If you select Weekly enter the number of weeks between recurrences then select the days on which the occurrence takes place 9 If you select Monthly you have the option of selecting the date that the occurrence will take place each month or you can select the first second third fourth or last day or specific day of each month or every x number of months if the exact date will change 10 If you select Yearly you can specify a single date for the occurrence to take place each year or you can select the first second third fourth or last day or specific day of a specific month if the exact date will change 11 You can also set a date range for your recurring issue in the Range of Recurrence section First select a start date then select either the number of total occurrences or
35. Edit 2 Asset Management Asset Types Asset Manufacturers Create Asset Asset Vendors a Asset Templates E Issue Management Delete Issue Templates Issue Activities Issue Categories Issue Sub Statuses Issue Types gt Priority Mapping 2 Configuration gt System Options Message Board Email Templates Products gt Support Contracts Holidays Operating Hours Customization Custom Fields Customize window Layouts List Layouts f Security Users Groups and Privileges 6 If you would like to edit or delete an asset template at any time use the Edit and Delete buttons in the Asset templates window QUEST 2013 Quest Software Inc SOFTWARE ALL RIGHTS RESERVED 110 Issue Management Issues are items that are tracked from inception to closure issues track information on reported incidents including e Who reported the issue e To whom the issue was assigned e The issue category priority and status e The assets involved e The actions taken toward the issue s resolution e Time spent and associated costs Accurate issue records will help you to optimize resolution time better manage your workloads and facilitate communication with your customers Helo Desk Authority s issue management enables you to e Link related issues with dependencies assets vendors manufacturers requesters etc promoting easy and logic
36. Enable Active Directory single sign on for HDAccess HDAccess v Display administrator fink on HDAccess lopin page Please choose format for timestamps User Name Format DaterT ime Format admin l 112012 3 19 00 PM QUEST 2013 Quest Software Inc SOFTWARE ALL RIGHTS RESERVED 128 The first section of the General tab is Time spent for an Issue will be determined by these options You have three options Issue Time Entered Total Activity Time sum of all Activities entered Sum of Issue Time and Activity Time QUEST SOFTWARE Issue time Is a field in the Issue window It represents the total time spent on an issue This option can be used in lieu of activity time The issue timer with this option will appear like this Lz 000 00 02 39 As activities are entered each one will have a time assigned to it by the user Using this option totals the time entered for all activities The issue timer with this option will appear like this amp 001 o5 00 This option will use the sum of both issue time entered and total activity time The issue timer with this option will look like this Lz 000 03 oe 00 SB Ze 001 08 0 2013 Quest Software Inc ALL RIGHTS RESERVED 129 The next section of the General tab is a list of checkboxes all of which are covered below Start the issue timer automatically Starts the issue timer whenever a
37. FAD aene n E 204 Query BuildiNg sirrsirerirreiririreninat itinn PARNA EAEAN EENAA 205 Query Elements sssssssssssssnnsssnnessnnssnsnrsnsnrnnssrnnsssenesnsnesnsnene 205 aroUpIN erinin E E E E EEE Eaa 207 Chapter 7 REDOMS cisiveinciacscwanarensananrasecnsewersinnenansnnresusesewennswress 209 Standard Reports ccccecccesseeeeeeceeeeeeeesceeesssnnanneeeeeeesseeeeegueanaannegs 211 Report PrOMPUS tincenassetetuacacrcuneoncestacentesexeesnietaccwcasumconadeteernnads 214 CO TON REDOC ieieeceergicecceneareiin rei unsameciinetawceuaceccsiineteedeenideeeene 225 Configuring the Reports Directory ccccccccceeeeeeeee seen eeeeeeeeenees 226 Adding a CUSTOM REPO wri iescinpccawisstnniwncteiiea a 226 Chapter 8 The Dashboard s ssssss2222222222 22u2220u2220u2220 2022 20 228 Widgets and Widget Categories s sssssrsrrsnsrrsrrnrerrnrerrnnrrrnrsreno 229 Creating Widget CateQOrieS ccccc cece cece eee eeeeeeeeeeeeeeeeeeeeeeeeneas 229 creating ca Widg E msione 230 Editing a Widget aiaa a A 233 Deleting a Widget ssssssssssssssssnnssnnnsnnsnrnnsnsnnsnrenenrnnesrnnesnnnne 233 Re Sizing and Arranging Widgets s ssssssssssrsrrnnsrrnnenrrrsrrrnes 233 The Message BOarGierininrernreeiross rnini ninr kar NNA RNE E 234 Chapter 9 The Knowledge BaSe sssssssusu2222522u22222222 2020 20 235 Searching the Knowledge BaSe sssssnssrsnrnrsrrnrsrrnrsrrnrrrrerenrnnne 236 Reading a Knowledge Base Article
38. Group 263 Software Master Product Table iisisiiisisisisinisrrisinisirisinisicidinisisis 264 ACTOS ORG FOUN oee vaativn wuvene nen E T E E E E E A 266 FE E VE a a E A a E E E OT 268 PCD OMS PE E EE E E E E E 269 Running a Standard HDAccess Report s sssssssssrrnrsrrnrrrrrrsneenns 270 Pi TY Cal RED OTE girrrrondii eorne a E A 271 The Report View Toolbar ssssssssssnssssnsssnnsssnnenrnnennnnennrnrensnrns 272 Chapter 11 Foglight NMS Integration ccccccesesnnnnsseseeeeeeenees 276 Viewing Foglight NMS Information ssssssssssnssrnnsnrsnnnrsrrnrerenrenrnns 277 Viewing the Network MapS ssssssssssssnnsrrnnsnrnnsnrnnennrrrnrerennenrnnr 280 Chapter 12 Troubleshooting Help Desk Authority s00005 282 QUEST 2013 Quest Software Inc SOFTWARE ALL RIGHTS RESERVED 10 Introduction Help Desk Authority keeps your support center running smoothly and efficiently by automating all aspects of issue management Help Desk Authority offers maximum flexibility accessibility and scalability required for fast paced support operations How To Use This Manual This manual is intended as both a guide to using Help Desk Authority and a reference to any issues or questions you might have regarding the application Detailed step by step instructions for all tasks will be provided along with screen shots for each step There are also several important notifications throughout this manual Notes wi
39. Knowledge Base articles to use in the report by moving the available articles from the left pane to the right pane using the arrow buttons Next under the Select operating systems to include in the report section select the operating systems to use in the report by moving them from the left pane to the right pane using the arrow buttons In the Show computers with the selected hotfixes drop down menu choose either Missing Installed or Both Click the OK button QUEST 2013 Quest Software Inc SOFTWARE ALL RIGHTS RESERVED 224 Select Date Range Window Reports used in e Modified KB articles e New KB articles Select Date Range End Date 149 2011 Select the start date for the date range from the Start Date drop down calendar Then select the end date from the End Date drop down calendar Click the OK button Select Sort Criteria Window Reports used in e Issue Details e Issue Summary E Select Sort Criteria isl issue Number Select the criteria you would like to sort by from the Sort by drop down menu Click the OK button QUEST 2013 Quest Software Inc SOFTWARE ALL RIGHTS RESERVED 225 Custom Reports To accommodate the custom reporting needs of our users Help Desk Authority allows access to customer reports through the report writing software Crystal Reports Your organization can design custom reports that pull data from the Help Desk Authority database tables Th
40. LEJL add Edit amp Delete FP Hide System Types Cancel QUEST 2013 Quest Software Inc SOFTWARE ALL RIGHTS RESERVED 184 The Issue Window Toolbar At the top of the New Issue window is the issue window toolbar as shown below In the table following each icon is explained Note that using the ALT key will allow you to use keyboard shortcuts for toolbar items Each keyboard shortcut is noted in the table below gt Iz _ E co g Delete Resolve E KBase g E Mail ea Subscribers B Report a S Move forward or backward to the next or last issue Save the issue ALT S E Copy Create a copy of this issue For more information see The ssues Toolbar section in Chapter 4 Issues ALT C Delete the issue ALT D Give the issue a status of Closed ALT R Add the issue resolution to the Knowledge Base ALT k ie E Mail Email details about the issue based upon a pre defined email template ALT M Manage HDMail Subscribers Opens the Subscription Management window for the issue The primary requester will automatically be subscribed to the issue For more details see Subscription Management below Alt key Open a Report window for the issue generally for printing ALT P we Place the issue into an issue folder ALT F The Issue Timer To the right of the Issue window toolbar is the issue timer When working on issues you will often have the need to keep track of the amount of
41. Master table for the selected component The Computer List window will open as shown in the graphic below Windows User Titan Software Microsoft Winde 3 12 2009 9 46 To view the details of the component installed in a particular computer select the computer of interest and click the View button in the Computer List window The Asset Edit window for the computer will open Select the Hardware tab and the component to display the computer specific info QUEST 2013 Quest Software Inc SOFTWARE ALL RIGHTS RESERVED 260 The hardware details can also be displayed directly from the Hardware Master table by double clicking a component or selecting the component and clicking the View button A Hardware Details window will open to display the hardware details Hardware Type Manufacturer InteWR Core TMj2 Duo CPU E6550 2 33GHz Capacity Units Revision Hardware Info QUEST 2013 Quest Software Inc SOFTWARE ALL RIGHTS RESERVED 261 Software Master The Software Master window is accessed from the HDAsset menu Software Master allows you to track all software applications installed on the audited computers in your enterprise It also enables you to manage licenses The Software Master details window is divided into two panels the software category tree and the software master Product table The Product table displays essential information regarding each individual software package including
42. OK button f Department Add Department Name Administration Inactive QUEST 2013 Quest Software Inc SOFTWARE ALL RIGHTS RESERVED 88 In our example we have created five departments for our new company Company Edit Company Name Frohman Sausage Company Inactive D a ee i SS a Fe a ee y Custom Fields R3 Requesters UA Departments 4 Contracts ea Products G Attach Department Nam Accounting Administration Marketing Production Sales Next we will edit a location Highlight the department you would like to edit and click the Edit button This opens the Department Edit window which is exactly the same as the Department Add window except for the name Edit the department name and click the OK button to save The edited department will now appear in the department list To delete a department simply click the department name in the list to highlight it then click the Delete button QUEST 2013 Quest Software Inc SOFTWARE ALL RIGHTS RESERVED 89 The next tab in the Company Add window is the Contracts tab If you would like to link a contract to the new company follow the steps below 1 Click the Add button This will open the Company Contract Add window 2 Under the General tab select the contract you wish to assign to the company from the Contract List drop down menu 3 Enter the reference number in the Reference No field if necess
43. OR If the issue number is 57 Let s take a more complex example Suppose you want to see all issues within a certain due date range that also contain either one of two different Priorities This would be fairly complicated to do without grouping conditions QUEST 2013 Quest Software Inc SOFTWARE ALL RIGHTS RESERVED 208 Example 2 A query with two sets of grouped conditions Conditions Due Date v is Greater ThanorEq 4nm01012004M v And Y Due Date Is Less Than or Equal f 6 30 2010 12 00 AM La e e e Ae And Z Priority v Equals ii Urgent M 4 Or ted Priority v Equals v 2 High v This query will return all issues with a due date between and including January 1 2010 and June 30 2010 AND have a Priority of 1 Urgent or 2 High The issue must meet the group of Due Date conditions AND the group of Priority conditions in order to be returned Represented another way If the Due Date is between 1 1 2010 and 6 30 2010 inclusive AND The Priority is either 1 Urgent Or 2 High Example 3 A query with two sets of grouped conditions plus a single condition nc a ee ee 7 FF lt Due Date Is Greater ThanorEq wf 1M20101200AM A And Y Due Date v fis Less Than or Equal _ i 6 30 2010 12 00 AM y ana i fey lro leas wif Urgent O lo Z In this final example this fairly complex query groups two groups into a single group then adds one more c
44. Printer 1st False 6367 2437 9697 1 16 1921 2 38 AM Canon Printer 2n False 4143 8160 6853 1 16 1921 2 38 AM Canon Printer 3rd False 6017 2425 5428 1 15 1921 6 57 PM Canon Printer 4th False 7724 2504 2873 1215 1921 6 57 PM HP Frinter 1st Flo False 5801 0172 4258 1 13 1921 8 24 AM HP Printer 2nd FI False 2664 1 408 3737 1413 1921 8 24 AM HP Desktop Rece False 89675 76372 1 13 1921 9 07 AM 2 3 4 5 6 f 8 a 3 Co The Refresh Pane The refresh pane is located between the issue list pane and the preview pane The refresh pane describes the contents of the issue list pane in overall detail Page 1 of 1 78 items total Show 100 Per Page on e The first section displays the page number you are on and how many pages of results there are You can jump to any page by using the drop down menu e The third section gives the total number of results from the query e The fourth section displays how many results to display per page You can enter any number from 1 to 999 999 by using the up and down arrow buttons or by entering in a te number manually The refresh icon _ next to the per page count can be used at any time to update the issue list The Preview Pane The preview pane shown below presents the user with a selection of details from the selected asset Asset Canon Printer 3rd Floor Asset Type Printer Tag PRINTERS297 Part Number 77248 Requester Manufacturer Canon Company Model Flexicon Se
45. Producti Info Manufacturer info Comments Inactive QUEST 2013 Quest Software Inc SOFTWARE ALL RIGHTS RESERVED 146 Support Contracts Configuration gt Support Contracts In Help Desk Authority support contracts are the service agreement terms that you set up with your customers for supporting the products or services that you sell to them After defining your support contracts in Help Desk Authority they can then be linked to companies that purchase your products and services or to individual customers who you service independently from a company Support contracts can also be linked to issues when your customers call into your Help Desk Authority You can choose from support contracts based on e Duration Usually an annual agreement e Service minutes Contract is based upon hours minutes used e Support issues Contract is based upon a set number of issues In the Support Contracts window you can search for a support contract You can also add edit and delete support contracts Er Administration ga Requester Management gt Requesters Contract Name FO Companies External Support g Asset Management Note Enter full or partial search criteria and click Search gt Asset Types Asset Manufacturers Asset Vendors Asset Templates E Issue Management 100 Issues Contract Issue Templates Issue Activities Issue Categories gt Issue Sub Statuses gt I
46. Products Support Contracts Holidays Operating Hours Customization Custom Fields Customize Window Layouts List Layouts Security Users Groups and Privileges Firewall Firewall Computer Server Notebook Computer QUEST SOFTWARE 101 2013 Quest Software Inc ALL RIGHTS RESERVED 102 1 Click the Add button This will open the Asset Type Add window 2 Add oan t nE Name mole I inactive Custom Fields Add Edit Column Type Column Label Default Value Required Close 2 Enter the Asset Type Check the Inactive checkbox if you would like to set this asset type to inactive You can always activate it later QUEST 2013 Quest Software Inc SOFTWARE ALL RIGHTS RESERVED 103 3 If you would like to add custom fields to this new asset type click the Add link as shown below Note that your new asset type must be named and saved before adding custom fields The Add link will not be active until an asset type name has been entered To save your asset type before adding custom fields click the OK button then re open the new asset type using the Edit button in the Asset Types window shown above This will open the Custom Field Add Asset Type window Complete the appropriate fields to set up the custom field and click the OK button Name I inactive amam LY QL Custom Fields Custom Field Add Asset Type Sox Add Edit T
47. Report View Seles bem DADEA Bm D awad owes pb ae E 50 isch iat CS 0 ee IA OS ISAT RR Ee oe ae ee Ise aa Ist sh eat ee Se ee tA IG ea tes E Ie 1set 1 PN Created 3 7 2011 3 22 42 PM Hardware Installations Page 1 of 16 CDROM Standard CD ROM drives PLDS D D RW DH 16465S ATA Device ee feo ted u ee on ee oe A i ne oer ed Ne ie oto ee ee oe or ON oe Ie Oe a ee One e Computer Name Device Serial Number Compag 193 CONTROLLERS Standard IDE ATA ATAPI controllers IDE Channel Computer Name Device Serial Number Compag 193 CONTROLLERS Intel Intel R 82371AB EB PCI Bus Master IDE Controller Computer Name Device Serial Number Compaqg 193 CPU Intel Intel R Core TM 2 Duo CPU E6550 2 33GHz Computer Name Device Serial Number Compag 193 DESKTOP MONITOR STANDARD DESKTOP MONITOR Default Monitor Computer Name Device Serial Number Compag 193 Compag 193 DIMM STANDARD DIMM unknown model Computer Name Device Serial Number Compag 193 NIMM GTANNARN NIMM fiunknoawn modell QUEST SOFTWARE Date Installed 3 11 2009 3 29 12 PM Date Installed 3 11 2009 3 29 12 PM Date Installed 3 11 2009 3 29 12 PM Date Installed 3 11 2009 3 29 12 PM Date Installed 3 11 2009 3 29 12 PM 3 11 2009 3 29 12 PM Date Installed 3 11 2009 3 29 12 PM 2013 Quest Software Inc ALL RIGHTS RESERVED 272 The Report View Toolbar Report View Baa fn dep Print G5 l
48. SOFTWARE ALL RIGHTS RESERVED 86 Next we will click the Add button and the Location Add window opens The Location Add window is exactly like the Location Edit window After adding a new location click the OK button In our example two additional locations have been added Now three locations appear in the Location list on the Locations tab Company Edit Company Name Frohman Sausage Company Inactive een Es ee RG e r Custom Fields a Requesters G Locations 03 Departments Contracts Ce Products G Attach LocationName Address 1 Address 2 City State Province PostalCode Country era ae ASES PSN PT T E T TEST Pittsburgh 87795 Mars Ad Pittsburgh Tampa 11125 Liberty B Tampa Next we will delete a location To do this simply click on a location to highlight it then click the Delete button A Confirm Deletion of Location alert opens Click the OK button The location has now been deleted QUEST 2013 Quest Software Inc SOFTWARE ALL RIGHTS RESERVED 87 The next tab in the Company Add window is the Departments tab Here you can add edit or delete departments in a company By default there are no departments listed in the window as shown below Delete To add a department to your new company follow the steps below 1 Click the Add button This opens the Department Add window 2 Enter the name of the department in the Department Name field 3 Click the
49. SOFTWARE ALL RIGHTS RESERVED 33 Instructions The first folder field is the storage location for any attachments used in Help Desk Authority Any type of file or clipboard item can be attached to requester asset or issue record as well as to Knowledge Base articles An attached file is automatically copied to the Help Desk Authority attachments directory The original file remains in the location from where it was retrieved Clipboard items are automatically assigned a filename and stored in the Attachments directory The Attachments directory may be included in the search index when using HDSearch This will provide access to all attached files Help Desk Authority s query and Knowledge Base features only search the Help Desk Authority database of information HDSearch has the capability of searching your Help Desk Authority database as well as any file attachments 1 Use the browse button Ls to locate the folder to be used for storing attachments The next directory to be configured is the HDSearch Index Each time an HDSearch Index is run the file created is stored in the directory specified in the Search Index field on the Directories tab 2 Use the browse button to locate the folder to be used for storing HDSearch Indexes The final directory to be configured is used for storing Custom Reports 3 Use the browse button to locate the folder to be used for storing custom reports 4 Click the Next button when finished to
50. SOFTWARE ALL RIGHTS RESERVED 76 7 Click the OK button when finished An example is below Product Name Track Financial Manufacturer Track Software Corporation Product Information Tracking system for financial departments Manufacturer Information Reference No Comments E Inactive QUEST 2013 Quest Software Inc SOFTWARE ALL RIGHTS RESERVED 7 After a product has been linked to a requester the product will appear in the list on the Products tab as shown below A product in the list can be edited or deleted by selecting the product then using the Edit button opens the Requester Product Edit window or the Delete button To finish setting up a new requester 8 Decide if the requester will initially be active or inactive If inactive check the Inactive checkbox to the left of the Requester Name field Otherwise leave the box unchecked 9 The new requester will appear in the requester list on the main screen of the Administration window when Requesters is selected in the navigation pane 10 Requesters can be modified or deleted at any time by using the Modify and Delete buttons located at the bottom of the window QUEST 2013 Quest Software Inc SOFTWARE ALL RIGHTS RESERVED 78 Companies Requester Management gt Companies In Help Desk Authority companies are the entities that employ your requesters Not all reques
51. Select button If it is not available then the Company Name field will not require input If you wish this asset to be inactive initially check the Inactive checkbox 10 In the bottom half of the Asset Add window there are three tabs The first tab is the General tab Select the manufacturer s name from the Manufacturer Name drop down menu 11 Select the model from the Model drop down menu QUEST 2013 Quest Software Inc SOFTWARE ALL RIGHTS RESERVED 12 13 14 15 16 17 18 19 20 21 96 Enter the serial number in the Serial Number field Enter the part number in the Part No field Select the vendor name from the Vendor Name drop down menu Select the date purchased in the Date Purchased drop down calendar Enter the price in the Price field Enter the PO number in the PO Number field Enter any applicable comments in the Comments field Under the Custom Fields tab complete any custom fields that may have been created if necessary Under the Attachments tab attach any files that might be necessary for this particular asset When finished entering all necessary information click the OK button The asset will now be linked with the new company Below is a sample of a completed Asset Add window EF Remote Support 780 Troubleshoot Se View Snapshot Asset Name Canon e400 Asset Owner Company Asset Type co pier Y i Requester Name A a Asset Tag frase Company Name Issue
52. Status Bar QUEST 2013 Quest Software Inc SOFTWARE ALL RIGHTS RESERVED 183 You may also double click on a query in your status bar to open the corresponding list of issues Creating a New Issue The main function of Help Desk Authority is issue management From creation to resolution issues are tracked and updated through the various tools the application has to offer When your help desk receives a call most of the time it will be for a new issue The Issue Window 6 New Issue In the main window with issues selected in the Navigation pane click the icon Or in the main toolbar click the Q New Issue iggy Alternately you can choose File gt New gt New Issue from the main menu This will open the Issue New window where the represents the issue number of the new issue An example of the window is shown below fe Issue Number 22 New e d E Save E co G deters Resove B kBase HY Emai CH Subscribers EJ Repon E Eas 00 00 00 00 E Company lt Type company name gt ef a Received On W28 2013 11 43 03 AM so Priority Requester lt Type requester name I E E Status Open Impact Poo F Location sub Status Urgency fo F Department I Category I Assigned Group Phone Issue Type i Assigned User Helpdesk Administrator Email Related Issues 0 Due Date Issue History EI Go Dependent On Parent Age Summary Description N latg i
53. The Asset screen is shown below Help Desk Authority Setup Sax Assets In this step we will enter assets Asset records allow you to keep track of information about items for which people may request support and later track their issue history a Undo Changes Asset Tag Asset Type Serial Number Add New asset Import assets using HDAsset E Asset Name Asset Tag Averatec Notebook HR1 NOTEBOOK4498 Brother Fax Admin 2 FAXTS576 Canon Fax Sales 1 666 006 FAX3496 Canon Printer 1st Floor 6367 2437 9697 PRINTERS849 Canon Printer 2nd Floor 4143 86160 6853 PRINTER2233 Canon Printer 3rd Floor 6017 2425 4286 PRINTER6297 Canon Printer 4th Floor 7724 2504 2673 PRINTER4205 Canon Scanner C31 7526 6124 9726 SCANNER6396 Casio Printer Admin 4 T2652 PRINTER2325 Skip to Finish QUEST 2013 Quest Software Inc SOFTWARE ALL RIGHTS RESERVED 47 Instructions To add an asset follow the instructions below 1 Enter the name of the asset in the Name field required 2 Select the asset type from the Asset Type drop down menu required 3 Enter the asset tag information in the Asset Tag field An asset tag can be any information about the asset such as a model number or a style type 4 Enter the serial number of the asset in the Serial Number field if applicable Click the Add New Asset button 6 If you would like to import multiple assets using HDAsset click on the Import assets using HDAsset lin
54. a Be 2 QA amp 100 BOBA iste Backward Forward EEEE S N Wet I OSA E E ee E E Ir ee ee Nee E vee aE ee AE a AA Sa sat I E ise E O tam 4 a The Report View toolbar above displays at the top of HDAsset reports generated in Help Desk Authority This Toolbar contains standard icons for viewing displaying the report output printing or searching for information in a report Hover your mouse over the icons and a tool tip will identify unfamiliar icons Graphic Reports Options E Report View BAR Ein p Print h l aa 2 Q amp 100 8 Bir Backward Forward CP QE Tee cee Renn cae is Graphic reports generally display as a 3D bar graph followed by a data table which displays the data used to create the graph The following options are added to the Report View menu bar for graphics reports Graph Type Graph Type Graph Type allows you to change the graphic from the default Bar 3D to any of those shown in the Graph Type drop down list The new report will be created when you select the type of graph you need awo E BarsD Bar2D 4reasD Area LinesD Line Doughnut3D Doughnut QUEST 2013 Quest Software Inc SOFTWARE ALL RIGHTS RESERVED 273 View Options View Options Graph and Text The Graph option will create a report with only the graph Graph Likewise the Text option will only have the table containing the Text data used to create the graph Graph and Text is the default G
55. an existing company click the Company Name link This will open the Companies window as shown below C mpany Hame City Company Code Stabe Email Demain Postal Cfa Main Phone Search p Mote Enter tuil or partial search criteria and click Search QUEST 2013 Quest Software Inc SOFTWARE ALL RIGHTS RESERVED 61 To select a company you can search on several search criteria or you can simply click the Search button for a complete list of available companies to attach to the new requester In the example below the Search button was clicked and the list of companies was presented Gd Companies Company Maree es City O Company Code Pr State D Email Domain e Postal Code E Main Phone o Search Reset Mote Enter tull or partial search criteria and click Search 913 250 4981 ate Con ae ne Add select pancel From here you can Select a company by highlighting the company name by clicking it and pressing the Select button OR Create a new company by clicking the Click here to create a new Company link This will open the Company Add window where a new company can be created See the next section Companies for full details on creating a new Company QUEST 2013 Quest Software Inc SOFTWARE ALL RIGHTS RESERVED 62 3 In our example anew company Mark Inc has be
56. an end date 12 In the Days in advance to enter field enter the number of days in which you would like to be notified before the scheduled issue occurs For example if you enter a 2 in this field and you have a recurring issue that is due to be opened on August 6 when you login to Help Desk Authority on August 4 you will be notified that an issue is due to be open on August 6 QUEST 2013 Quest Software Inc SOFTWARE ALL RIGHTS RESERVED 114 13 In the example below the recurring issue is automatically generated and occurs every two weeks on Monday and Saturday beginning on 8 10 2010 and ending on 7 10 2011 I Generate issue based on a recu ming schedule Recurrence C Automatically generate issue G Prompt before generating issue Recurrence Pattern C Daily Recur every 2 week s on Weekly E Sunday wr Monday E Tuesday E Wednesday Monthly E Thursday E Friday wr Saturday Yearly Range of Recurrence Start 10 5 2011 Endafter 10 occurences End by 4 6 2012 Days in advance to enter _ 14 Click the OK button 15 If you would like to edit or even delete an issue template at any time use the Edit and Delete buttons in the Issue Templates window QUEST 2013 Quest Software Inc SOFTWARE ALL RIGHTS RESERVED 115 Issue Activities Issue Management gt Issue Activities Issue activities are the various steps taken to address and resolve issues By creatin
57. at all issues for the selected company or requester This is not a field that will retain your selection It is a reference tool to be used when the field is created or edited To view the selected issue history click the Go button This will open a new issue list window containing those selected issues The Issue No on the top of the window will be automatically populated with the new issue number In the Received On field use the drop down menu to select a date from the drop down calendar Initially the date and time will be automatically populated with the current date and time Both the date and time values can be edited or entered directly in the field if a change is necessary You can enter the date and time in any format you like Both values will automatically reset themselves to the correct format of m d yyyy and hh mm ss AM PM QUEST 2013 Quest Software Inc SOFTWARE ALL RIGHTS RESERVED 14 15 16 17 18 19 20 21 22 23 186 The Status field will be automatically populated with a value of Open This can be changed by using the drop down menu and selecting a value This field is required If this issue requires a sub status use the Sub Status drop down menu and select a sub status from the list In the Category field select a category from the drop down menu The field label for the Category field is also a link that will open the Issue Categories window You can select a category
58. can ignore the Issue History field 7 From the drop down menu select the Asset Owner This will usually be requester or company 8 Click the Requester Name field label This is a link that will open the Requester window Select a requester from the list of possible requesters 9 Once a requester name has been chosen the Company Name Location Name and Department fields will be automatically populated if they are populated within the requester information QUEST 2013 Quest Software Inc SOFTWARE ALL RIGHTS RESERVED 257 Tabs in the Asset Add Window The bottom pane of the Issue window consists of three tabs as shown below Each tab will be explained in detail JS General S Custom Fields E Attachments The General Tab 1 Select the manufacturer name from the Manufacturer Name drop down menu 2 Select the model type from the Model drop down menu 3 Enter the serial number in the Serial Number field 4 Enter the part number in the Part No field if applicable 5 Select the vendor name from the Vendor Name drop down menu 6 Inthe Date Purchased field select the date from the calendar drop down 7 Enter the price in the Price field 8 Enter the purchase order number in the PO Number field 9 The Entry Method field will be completed automatically and cannot be edited 10 Enter any comments you would like to make in the Comments text box The Custom Fields Tab lf there are any custom fields in the issu
59. company 1 To add a product to the product list click the Add button This will open the Company Product Add window Company Edit Company Name Frohman Sausage Company VG z L La y erpeneesgerreeeresnseseenenneseeneg B Custom Fields a Requesters Eal Departments B Contracts K3 Products Product Name Reference No PO No QUEST 2013 Quest Software Inc SOFTWARE ALL RIGHTS RESERVED 91 2 Select a product from the Product List drop down menu as shown below required C Company Product Add Product List Product Name x Track CS X Track Financial Manufacturer Bagels asic X Track Purchasing Product Information x_Track QA X Track Sales Manufacturer Information Reference No PO No Comments inactive 3 The Product Name Manufacturer Product Information and Manufacturer Information fields will be automatically populated with the product data Enter a reference number in the Reference No field if needed Enter a purchase order number in the PO No field if needed Enter any comments in the Comments field Click the OK button when finished The product is now linked to the company ey fF A product in the list can be edited or deleted by clicking on the product to highlight it and then using the Edit button opens the Requester Product Edit window or the Delete bution QUEST 2013 Quest Software Inc SOFTWARE ALL RIGHTS RESERVED 92
60. menus the menu commands are displayed in the top section of the pane and will remain there until you make another menu selection This design allows all users to have individual custom navigation capabilities for the tasks they perform most often Customizing the Navigation Pane When initially installed the Navigation pane contains the following menus Issues Assets Dashboard Knowledge Base Network Maps To customize the Navigation pane to display a different set of menus perform the following steps 1 Click the down arrow in the bottom right corner of the pane Show More Buttons 3 Dashboard Show Fewer Buttons Navigation Pane Options E Knowledge Base Network Maps 2 To add buttons to the bottom of the stack select Show More Buttons 3 To remove buttons from the bottom of the stack select Show Fewer Buttons 4 To select certain buttons to add select Add or Remove Buttons and then click on the buttons to be added or removed in the sub menu 5 To change the order of the buttons in the stack select Navigation Pane Options This will open the Navigation Pane Options window as shown below QUEST 2013 Quest Software Inc SOFTWARE ALL RIGHTS RESERVED 24 Navigation Pane Options Display buttons inthis order Assets Dashboard Move Down Knowledge Base Network Maps Cancel 6 To organize the button stack in the Navig
61. of the Preview tab is the Related Articles section If there are related articles listed you can select one to view by clicking on the name of the article Knowledge Base Maintenance KB Article Related Articles Previer New employee needs network login privileges established DESCRIPTION Article ID KB102 CAUSE Review Date 1 31 2011 RESOLUTION Print Article URL DESCRIPTION Login privileges need to be reset for the new user by the end of the week CAUSE New employee RESOLUTION Login privileges granted by Admin URL http Awww_scriptlagic com products help desk authority datasheet Help Desk_Authority_Enterprise pat Related Articles Email Article QUEST 2013 Quest Software Inc SOFTWARE ALL RIGHTS RESERVED 242 Knowledge Base Configuration The Knowledge Base can be configured with several options that will make it a more effective tool for your business To configure the Knowledge Base click the KB Configuration link located above the Knowledge Base article categories as shown below HELP DESK AUTHORITY Knowledge Base KB Configuration Categories Ss Hardware S Hardware Upgrades rA Printare This will open the Knowledge Base Configuration Window Knowledge Base Configuration Sele Please select which issuefields should be used as default keywords when an issue E transferred tothe knowledge base Available tems Selected tems Suminary Created User
62. r Ss amp QUEST 2013 Quest Software Inc SOFTWARE ALL RIGHTS RESERVED 94 2 Click the New Asset button in the upper right corner of the window This will open the Asset Types window Please select an asset type for the new aaset a Show inactive Asset Types QUEST 2013 Quest Software Inc SOFTWARE ALL RIGHTS RESERVED 95 3 Select the appropriate asset type and click the Select button This will open the Asset Add window SP Remas Suppen in Teublashoss 1G Jew Snapehet Asse Name Asset Owner Asset Type Name Requester Name Asset lag Company Mans issue History Location Name Department Manufacturer Name Yendar Name Model mante Date Purchased Serial Number Price Port Mo PO Number Entry Metivod Comments OK Cancel 4 Enter the asset name in the Asset Name field 5 The Asset Type field will be populated based upon your selection from the Asset Types window However you can change it here if necessary 6 Enter the asset tag information in the Asset Tag field 7 Inthe Asset Owner drop down menu select Company 8 Since you are adding a new company the Requester field is unavailable Click the Company Name field label link Then click the Search button to locate the new company if it has been previously saved during the creation process If the company is available click the name and then click the
63. range by checking the Actual Date radio button or you can use a specific recent date with the Relative Date radio button QUEST 2013 Quest Software Inc SOFTWARE ALL RIGHTS RESERVED 213 Start Date End Date ActualDate 1 20 2011 1 20 2011 C Relative Date de Date Type fs seeic It should be noted here that date ranges are now inclusive of their start and end dates In previous versions of Help Desk Authority these dates were excluded from the range Also keep in mind that many reports will be prompting you for additional information before running the selected report In some cases this includes the option of setting an additional date range that is unrelated to the Date Type date range option Neither of the two date ranges will override the other since they are referring to different elements of the report 5 If available complete the Include Active Inactive Data drop down menu The selections are explained below All Data Include records with both an Active and an Inactive designation Active Data Only Include only those records with an Active designation Inactive Data Only Include only those records with an Inactive designation 6 Click the Run Report button QUEST 2013 Quest Software Inc SOFTWARE ALL RIGHTS RESERVED Report Prompts 214 Depending upon the report that you choose to run Help Desk Authority may prompt you for addition
64. release the item and it will be removed Resetting the Toolbar After making changes to the Toolbar you may find the need to simply re set it to the default settings 1 Right click on an open area of the Toolbar and select Customize This will open the customize window 2 Select the Toolbars tab 3 Click the Reset button 4 When prompted for confirmation click the OK button 5 Click the Close button to close the customize window QUEST 2013 Quest Software Inc SOFTWARE ALL RIGHTS RESERVED 22 The Issue Search The Issue Search is located to the right of the toolbar as shown below Issue 5562 Entering an issue number in the search box and clicking the Open button will open the issue in a separate Edit Issue window The Navigation Pane Help Desk Authority s Navigation pane allows the display of menus and commands that are accessed most frequently The Navigation pane is customized on a per PC basis so each PC can have individualized menus displayed Upon installation the Navigation pane is set up as shown in the example below Issues Query Ma r 2 Public E E Default All Open Issues Open Unassigned Issues Tech Suppor Queve E HDAutoEscalate Rules Private m System E Default QUEST 2013 Quest Software Inc SOFTWARE ALL RIGHTS RESERVED 23 The bottom section of the pane shows the menus available for display When you select one of these
65. the automatically selected Priority setting if the Allow users to manually override Priority settings checkbox has been checked in the Priority Mapping section of the Administration window In the Assigned Group field select the group assigned to the issue if applicable from the drop down menu In the Assigned User field select the user assigned to the issue from the drop down list If an assigned group has been selected the only users available in the Assigned User drop down menu will be members of that group The Assigned User field label is also a link that will open the Skills Based User window To locate users in the Skills Based User window select a Category Skill from the left pane then a Skill Level from the right pane Click the Refresh button All users matching the selected criteria will be listed in the Users list pane QUEST 2013 Quest Software Inc SOFTWARE ALL RIGHTS RESERVED 187 24 In the Due Date field select the appropriate due date for the issue from the drop down calendar Both the date and time values can be edited or entered directly in the field if a change is necessary You can enter the date and time in any format you like Both values will automatically reset themselves to the correct format of m d yyyy and hh mm ss AM PM 25 The Age field will be automatically populated by Help Desk Authority 26 The Related Issues link will open the Related Issues window If you would like to establis
66. the Urgency by selecting it then clicking the a button When prompted for confirmation click the Yes button To edit the Urgency select it then click the button or simply double click the name of the Urgency 5 To change the order of your Urgencies select one and use the or keys to arrange them Adding a Priority 1 Inthe Priorities text field enter the name of the new Priority then click the button 2 The Priority will now be visible in the Name column of the Priority list 5 very Low 1 Urgent 2 High 3 Medium 4 Low 3 You can delete the Priority by selecting it then clicking the a button When prompted for confirmation click the Yes button To edit the Priority select it then click the button or simply double click the name of the Priority Editing a Priority is different from editing an Impact or Urgency In a Priority not only can you edit the name but the default due date can also be edited as shown below Issue Priority Edit Priority Name Urgent a Inactive Default Due Date Due Hours 4 Due Minutes lo Set due date based on 24 7 schedule and ignore business hours and holidays QUEST 2013 Quest Software Inc SOFTWARE ALL RIGHTS RESERVED 125 5 To change the order of your Priorities select one and use the or keys to arrange them Adjusting the Mapping Grid To adjust Priorities up or down in the Priority Mapping grid 1 Check the Automa
67. the cost is based on days hours or minutes Customers with yearly or monthly contracts one set price will not see an amount in the Cost field 7 Ifthe cost for this activity is billable in general billable outside of a support contract or when the existing contract is based upon time spent per incident check the Billable checkbox Enter the text of the note in the Note field Use the Pa if you wish to spell check the note 10 Click the OK button when finished The new note will now be seen in the note list under the Note tab as well as the activity list under the Activity tab 11 To edit a note select the note and click the Edit button or double click the note itself Edit the note and click the OK button when finished 12 To delete a note select the note from the list and click the Delete button In the confirmation pop up window click the OK button 13 To hide all system generated activities from your list check the Hide System Types checkbox QUEST 2013 Quest Software Inc SOFTWARE ALL RIGHTS RESERVED 189 Activity Note Add Activity type Fi Note Entered By User Helpdesk Administrator Minutes Activity Date Time 10 7 2011 1 35 54 PM r Cost 5129 Calculate Billable Sample note The Activity Tab To add an activity to the issue 1 2 3 4 11 12 Click the Add button This will open the Activity Note Add window Select the activity type in the A
68. to complete a pres Walter Cobb Software Bug High 3 5 2009 11 30 4M Unable to import excel files into the accounting database Danica Lusher Software Bug High 3 5 2009 11 37 AM Email encyption CRAM MD5 was always supposed to hav Henry Canova Installation Medium 3 5 2009 11 58 AM Toner needs replace in the printer on the 1st floor QUEST 2013 Quest Software Inc SOFTWARE ALL RIGHTS RESERVED 181 The Refresh Pane The refresh pane is located between the issue list pane and the preview pane The refresh pane describes the contents of the issue list pane in overall detail All Open Issues Page 1 Of 3 gt gt gt 29 items total Show 10 Per Page pe Refresh every 10 minutes e The first section displays the name of the current query In the example above the query is All Open Issues e The second section displays the page number you are on and how many pages of results there are You can jump to any page by using the drop down menu e The third section gives the total number of results from the query e The fourth section displays how many results to display per page You can enter any number from 1 to 999 999 by using the up and down arrow buttons or by entering ina number manually The refresh icon S next to the per page count can be used at any time to update the issue list e The fifth and final section of the refresh pane indicates how many minutes will expire between automatic refreshes o
69. would like to track from the Select Tracking Field drop down menu Next select the minimum percentage of issues with this tracking issue that you would like to appear on the report by entering a number in the Specify the minimum percentage to appear on the report field Click the OK button Select Report Version Window Report used in Billing Summary Select Report Version Select Version With Billing Details Without Billing Details Group By Company Requester C Issue Number First decide if you want to include billing details in your report and select either the With Billing Details radio button or the Without Billing Details radio button Next select the item by which you wish to group the report using the Company Requester or Issue Number radio buiton Click the OK button QUEST 2013 Quest Software Inc SOFTWARE ALL RIGHTS RESERVED 219 Select Deleted Issues To Be Reported Window Report used in Deleted Issues Select Deleted Issues To Be Reported Available Users Selected Users Helpdesk Administrator Deleted Between 1 1 2011 171872017 First select the available users from the Available Users list and use the arrow buttons to move them to the Selected Users list Next select the start date and end date in the Deleted Between date range section Click the OK button Select Issue Type Window Reports used in e Due Dates by Company e Du
70. 1715 1921 10 1912 PM 14 All Open Issues 8 Tech Support Queue 0 Closed Issue Notification QUEST 2013 Quest Software Inc SOFTWARE ALL RIGHTS RESERVED 255 Creating a New Asset The process for creating a new asset is quite a bit different than creating a new Issue 1 Click the amp NewAsset button This will open the Asset Types window displaying all known asset types E Sow inactive Assat ypes 2 Select the asset type for the new asset and click the Select button This will open the Asset Add window shown below QUEST 2013 Quest Software Inc SOFTWARE ALL RIGHTS RESERVED 256 ze Remote Suppen in Troubleshoot Ca Yew snapshot Asset Name Den5150 O00000 Asset Owner Requester Asset Type Name Desktop Computer F Requester Name Aici Lawson H Asset Tag de5150p6 Company Name Than Software inc FS a Issue History Go Lecation Name Department LC E inactrve Manufacturer Name Dell Vendor Name Columbus Office Products Model name Dimension Series Date Purchased 7102012 Serial Number HSSEFFSTB1Z 000 Price e49 00 Part No PO Sumber posas7s Entry Method Manual Comments 3 Enter the name of the asset in the Asset Name field 4 The Asset Type field will already be completed from the prior step This field is required 5 Enter any asset tag information in the Asset Tag field 6 If this is a new issue you
71. 2 Independence Labor Day 2013 Veterans Day 2 Thanksgiving 2 Christmas 2013 mea 02 20 2012 05 28 2012 O7M04 2012 09 03 2012 11 11 2012 11 22 2012 12 25 2012 01 01 2013 01 21 2013 02 18 2013 05 27 2013 07 04 2013 09 02 2013 11 11 2013 11282013 12 25 2013 11711 2011 11242011 14 26 2011 0102 2012 062012 02 2012 05 28 2012 Uniyam Oona 2012 TAZX2012 11 22 2012 14 25 2012 0101 2013 01 21 2013 02 18 2013 05 27 2013 OF Me2013 09 02 2013 11 11 2013 11 28 2013 14 25 2013 Adding Editing and Deleting Holidays To add a Holiday 1 Click the Add button This will open the Holiday Add window 2 Enter the start date in the Start Date field and the end date in the End Date field These dates will usually be the same date When you click the drop down button you will be presented with a calendar Simply navigate to the day you would like to use for the holiday and click on it The date will be populated in the field You can also type the date into the field Enter a description for the holiday in the Description field 4 Click the OK button when finished The new holiday will now appear in the list ad When writing a description for your holiday it is a good idea to include the year This will enable you to set up multiple instances of the same holiday from year to year 2013 Quest Software Inc ALL RIGHTS RESERVED QUEST SOFTWARE 150 E Holiday Add Start Date 17
72. 26 2010 End Date 1172672010 Description Black Friday 2010 5 To edita holiday select the holiday and click the Edit button This will open the Holiday Edit window 6 Make any necessary changes then click the OK button 7 To delete a holiday select the holiday and click the Delete button Click the OK button at the prompt QUEST 2013 Quest Software Inc SOFTWARE ALL RIGHTS RESERVED 151 Operating Hours Configuration gt Operating Hours Help Desk Authority allows individual help desks to set their own hours of operation These hours will be taken into account when determining the age of issues where you have the option of excluding non working hours from the age calculation The Operating Hours window will present a list of days of the week along with start times and end times The list comes pre populated with all seven days of the week You will be able to adjust the times by following the instructions below J Administration ga Requester Management Requesters Companies External Support Asset Management Asset Types Asset Manufacturers Asset Vendors Asset Templates Issue Management Issue Templates Issue Activities gt Issue Categories Issue Sub Statuses Issue Types Priority Mapping Fi Configuration System Options Message Board Email Templates Products Support Contracts Holidays Operating Hou
73. 6 1921 2 38 4M Canon Printer 3rd False 601 7 2425 6428 1 15 1921 6 57 PM Canon Printer 4th False 24 2584 2873 1 15 1921 6 57 PM HP Printer 1st Flo False 5801 0172 4258 1 13 1921 8 24 AM HP Printer 2nd FI False 2664 1 408 3737 1413 1921 8 24 AM HP Desktop Rece False 85675 76372 1 13 1921 9 07 AM 2 3 4 5 6 8 9 cok Co The Refresh Pane The refresh pane is located between the issue list pane and the preview pane The refresh pane describes the contents of the issue list pane in overall detail Page 1 y ofi 78 items total Show 100 Per Page Pa e The first section displays the page number you are on and how many pages of results there are You can jump to any page by using the drop down menu e The third section gives the total number of results from the query e The fourth section displays how many results to display per page You can enter any number from 1 to 999 999 by using the up and down arrow buttons or by entering ina be number manually The refresh icon next to the per page count can be used at any time to update the issue list QUEST 2013 Quest Software Inc SOFTWARE ALL RIGHTS RESERVED 254 The Preview Pane The preview pane shown below presents the user with a selection of details from the selected asset Asset Canon Printer 3rd Floor Asset Type Printer Tag PRINTERS297 Part Number 77248 Requester Manufacturer Canon Company Model Flexicon Series Location Pittsb
74. Attachments Tab Use the Attachments tab to include any attachments necessary in the asset 1 To attach a file click the Attach File button browse to the correct file in the Open window and click the Open button The file will now be attached to the issue 2 To attach an Item or items on the clipboard click the Attach Clipboard button The file s from the clipboard will now be attached to the issue 3 To attach a URL click the Attach URL button This will open the Attach URL window Enter the Web Address URL in the Web Address field then enter a description in the Description field both fields are required Click the OK button when finished Note that you must include http with the URL 4 To open an attachment right click on the attachment and select the application you would like to use to open the file or select the attachment and click the Open With button then select the application of your choice 5 To delete an attachment select the attachment and click the Delete button then click OK at the prompt 6 Click the OK button when finished or select another tab to enter more information QUEST 2013 Quest Software Inc SOFTWARE ALL RIGHTS RESERVED 200 Editing an Asset In your daily support activities you will most likely open and update existing assets 1 Open the asset 2 If anything has changed in the top portion of the issue make those changes 3 You will often be adding notes or attachment
75. Categories Issue Sub Statuses gt Issue Types Priority Mapping E Configuration System Options Message Board Email Templates Products Support Contracts Holidays lt 2 Operating Hours Customization Custom Fields Customize Window Layouts List Layouts g Security gt Users E Groups and Privileges QUEST 2013 Quest Software Inc SOFTWARE ALL RIGHTS RESERVED 175 Creating a Group In the Groups tab 1 Click the Add button This will open the Groups Add window Describe the Group Select Window Layouts Group Name t T inactive Asset lt Detault gt Description al Company lt Default gt Requester Default lague Default gt Privileges Revoked from Group Privileges Allowed for Group Administration PriontyMapping Asset Add Asset Delele Asset Edi Asset Search AssetanutacturarAdd 45setVanufacturer Delete AssetWanufacturer Edit AssetManufacurer Search Assetlempate Add Users Abbot in Group Users in Group Helpdesk Administrator John Smith Mary Jones 2 Enter the group name in the Group Name field This field is required 3 Enter a description of the group in the Description field This field is also required 4 Inthe Select Windows Layouts section use the drop down menus to select your preferred window layout for assets companies requesters and issues 5 Inthe Privileges section of the Groups tab you can se
76. DAsset fh Administration cf HOServer Modules E Quest Free Network Tools Gj Public ELJ Default lssves By Assigned Group Issues By Assigned User x i issues By Company Issues By Department Issues By impact issues By Location Issves By Priority Issues By Status Issues By Sub Status Issues By Urgency Overdue issues By Technician issues By Assigned User Bes Inc Bi titer Sot gt 14 all Open Issues 8 Tech Support Queue 0 Closed Issue Notification The data in your widgets will automatically refresh in real time depending upon the interval you set manually At the bottom of the Dashboard is the Refresh information as shown below Refresh every 30 minutes Refresh Now In this example the Dashboard date in your widgets is scheduled to refresh every 30 minutes To change the number of minutes use the numeric up down field or simply type in any number between 1 and 999 You can force a refresh of the Dashboard at any time by clicking the Refresh Now bution To view the issue data from any widget click the widget anywhere in the window QUEST 2013 Quest Software Inc SOFTWARE ALL RIGHTS RESERVED 229 Widgets and Widget Categories The widgets are Graph and Query widgets meaning they present data in only one dimension or they present data from a specific query These widgets are created on the Widget Collections window Widgets can be categorized as Public o
77. Delete fs Screen Savers Knowledge Base Master Table Reports Products Custom Renorts Select Computers Date Type fan lt Al Data v Actual Date Relative Date Today include Active Inactive Data To select computers by query 1 Select the By Query radio button Click the Find button This will open the query Manager window Select the query Click the Select button Click the Run Report button oO SIS QUEST 2013 Quest Software Inc SOFTWARE ALL RIGHTS RESERVED 275 As an example suppose the head of the documentation team wants each of his team members to have the following applications installed on their computers Microsoft Word Adobe Professional HyperSnap Adobe Photoshop RoboHelp One solution is as follows 1 Create a software category called Documentation in the Software Master Details window and assign each of the required applications to the Documentation category 2 Create a custom asset field called asset_Department that will be required for all assets 3 Enter Documentation in the asset_Department field for each of the documentation computers 4 Create a query to find all computers with an asset_Department value of Documentation 5 Run the Computer Application Installation report and use this query to check and see if each of the computers have the required applications installed QUEST 2013 Quest Softwa
78. Edit Clase 2 Enter the name of the manufacturer and click the OK button 3 The new manufacturer will appear in the manufacturer name list 4 If you would like to edit or delete an asset manufacturer at any time use the Edit and Delete buttons in the Asset Manufacturers window QUEST 2013 Quest Software Inc SOFTWARE ALL RIGHTS RESERVED 107 Asset Vendors Asset Management gt Asset Vendors Help Desk Authority gives you the capability of assigning vendors to assets In this way you are able to track and maintain key information pertaining to the vendors that have sold assets to you For HDAsset users vendor information typically pertains to the vendors that sell or support your computer assets Adding a New Asset Vendor g Administration a Requester Management Requesters Vendor Name City Companies External Support Main Email OoOo O O State FO Gp Asset Management Asset Types Phone i SOSCSC S PostalCode sis gt Asset Manufacturers Asset Vendors Asset Templates Issue Management gt Issue Templates Issue Activities Issue Categories Issue Sub Statuses Issue Types Priority Mapping g Configuration System Options i 219 864 3116 sales sottwarewholesell gt Message Board i si Gainesville Fl 386 829 0575 sales wbei com Email Templates Products Support Contracts Holidays Operating Hours fg Customization
79. FTWARE ALL RIGHTS RESERVED 278 To view the Foglight NMS data for an asset associated with a particular issue from within the issue e Open the Issue Edit window by clicking the Issue icon entering the issue number and clicking the OK button OR use a query to generate a list of all Foglight NMS issues from which you can select the issue you are interested in see the Locate all Foglight NMS Issues note below e Click on the gl View Snapshot button on the Asset tab To locate all Foglight NMS Issues To help find Issues created by Foglight NMS you should create a query that uses the Origin field to find and display all Foglight NMS Issues To create this query 1 Open the Query Manager click the Query Manager icon in the toolbar select a folder and category to save the query in and click the Add Query button This will open the Conditions tab 2 Select Origin in the Fields available list 3 Click the Add Condition button then select Equals or In from the second drop down list 4 Select Foglight from the third drop down list S Query Manager Sa po Lo amp Reset led Save fl Save As Run Query New Query Issue Queries Public HDAutoEscalate Rules Fields available Con ditions oO Add Condition H h rigin Ifin rj a Category Company BTWebLite Contract ma Contract Instance Created Date Created User HDMobile Department HDWeb Description HDWin Du
80. Field tracking is used to generate activities within an issue based upon changing values in a particular field For every field selected for tracking a separate activity will be created each time that field changes value For example in the Selected Fields list below in the right pane there are eleven fields selected for tracking If each one of these fields had a change in value within an issue eleven new activities would be created within that issue When issue fields change you can generate issue activity records to track those changes Select the fields that you want to track from the list below Available Fields Selected Fields Assigned Group Assigned User Product Build Product Name Product Version Recened Date Resolution Note Fields with asterisks cannot be removed because they are being used by HDAutoEscalate Rules To move fields from the Available pane to the Selected pane 1 Select a field from the Available Fields list 2 Click the button to move the selected field to the Selected Fields list 3 To move a selected field back to the Available Fields list select the field and click the paion 4 To move allfields from one list to the other with one click use the and buttons QUEST 2013 Quest Software Inc SOFTWARE ALL RIGHTS RESERVED 133 HDAccess Activity Types Tab In the HDAccess Activity Types tab you will select from a list of available activity types the activity types you wou
81. Help Desk Authority Message Board located in the Top Pane of the Dashboard You can edit the Message Board to display any important messages that all Help Desk Authority users and HDAccess customers should see A good example would be a bulletin to notify users of a scheduled system downtime Multiple Headlines can be displayed and the display sequence can also be controlled The buttons to the left of the Message Board can be used to stop or start the automatic scrolling of the Message Board messages center button or to view the previous message left button or the next message right button in the sequence amp Requester Management Requesters Title View Option Start Date Time End Date Time Companies External Support Welcome to Help Desk Authority Help Desk Au 4 28 2011 12 00AM 12 31 2013 11 59 PM Q Asset Management Help Desk Authority for Windows amp Help Desk Au 1 1 2010 12 00 AM 12 31 2013 11 59 PM Asset Types HDAccess Help Desk Au 1 1 2010 12 00 AM 12 31 2013 11 59 PM Delete i oo HDMail Help Desk Au 1 1 201012 00AM 12 31 2013 11 59 PM set Vendors eae HDAutoEscalate Help Desk Au 1 1 2010 12 00AM 12 31 2013 11 59 PM E Issue Management HDSyne Tool Help Desk Au 1 1 2010 12 00 AM 12 31 2013 11 59 PM Issue Templates HDSearch Help Desk Au 1 1 2010 12 00 AM 12 31 2013 11 59 PM Issue Activities Issue Categories Issue Sub Statuses Issue Types Priority Mapping Configuration System
82. History Ga Location Name Department Manufacturer Name Canon Vendor Name Model Canon CanoScan d400F FI Date Purchased serial Number 5563 398 Price Pat No 115 PO Number Po44930 Remote Control as Canon Entry Method Manual Comments Once the new asset has been linked to the company you can edit or delete it using the Edit and Delete buttons QUEST 2013 Quest Software Inc SOFTWARE ALL RIGHTS RESERVED 97 The last tab in the Company Add window is the Attachments tab If you would like to attach any files to a company follow the steps outlined below 1 If you would like to browse your system for a file to attach click the Attach File button This will open up a Windows Explorer window Simply browse to the file you wish to attach then click the Open button The attached file will appear in the pane below the Attach buttons In our example an image file has been added as shown below Company Add _ Company Name tw bg inactive fr O Attach File Q Attach Clipboard Attach URL Open With Delete Fy Copy 1 of NHL Habs Goal Horn 4 wav QUEST 2013 Quest Software Inc SOFTWARE ALL RIGHTS RESERVED 98 2 If you would like to attach a file that is currently on your clipboard click the Attach Clipboard button In our example a PDF document from the clipboard has been attached to this requester Company Name tw bg inactive Attach F
83. Issue Templates Issue Activities Issue Categories Issue Sub Statuses Issue Types Priority Mapping Configuration System Options Message Board Email Templates Products Support Contracts Holidays Operating Hours Customization Custom Fields Customize Window Layouts List Layouts gf Security Users Groups and Privileges The Privileges tab in the Groups and Privileges window is used for information only At the privilege level it will tell you at a glance which users and which groups have this privilege revoked In the screenshot above the Asset Manufacturer Add window has been revoked for the user John Smith This privilege has also been revoked for the Help Desk Authority group To view information about a specific privilege select it from the Privilege Name drop down menu 2013 Quest Software Inc ALL RIGHTS RESERVED QUEST SOFTWARE 177 Chapter 4 Issues Issues are items that are tracked from inception to closure Issues track information on reported incidents including e Who reported the issue e o whom the issue was assigned e The issue category Priority and status e The assets involved e The actions taken toward resolution e Time spent and associated costs Accurate issue records will help you to optimize resolution time better manage your workloads and facilitate communication with your customers Help Desk Authority s issu
84. LL RIGHTS RESERVED SOFTWARE 105 Asset Manufacturers Asset Management gt Asset Manufacturers When tracking and auditing assets it is important to know who manufactures them Help Desk Authority enables you to capture and maintain manufacturer information as well as the model numbers for the items that they supply For HDAsset users the manufacturer of the PC is automatically detected when a workstation is audited and is found in the HDAsset computer details view Adding a New Asset Manufacturer Under Asset Management select Asset Manufacturers a Administration a Requester Management Requesters Companies External Support Gp Asset Management Asset Types Asset Manufacturers Asset Vendors Asset Templates Issue Management Issue Templates Issue Activities Issue Categories Issue Sub Statuses Issue Types Priority Mapping g Configuration System Options Message Board Email Templates Products Support Contracts Holidays Operating Hours Customization Custom Fields Customize Window Layouts List Layouts g Security Users Groups and Privileges QUEST 2013 Quest Software Inc SOFTWARE ALL RIGHTS RESERVED 106 1 Click the Add button This will open the Asset Manufacturer Add window w Asset Manufacturer Ad Manufacturer Manufacturer Name Inactive Manufacturer s Model
85. MICROSOFT SQL SERVER 2008 COMMON FILES Software Properties Product Manufacturer MICROSOFT CORPORATION Product Name MICROSOFT SAL SERVER 2008 COMMON FILES Product Version f 0 0 1600 22 lv License Aware QUEST 2013 Quest Software Inc SOFTWARE ALL RIGHTS RESERVED 265 The Installed Column The entries in the Installed column are links Click the number value in this column to open the Computer List window Double click on a computer in the list or select the computer and click the View button to open the Asset Edit window for the computer Computer List Computers where Software MICROSOFT APPLICATION ERROR REPORTING is installed Company Name HequesterName OperatingSyste Last Audit Date Microsoft windo 3 12 2009 9 46 Microsoft Windo 3 2 2017 12 05 ComputerName Owner SL P4 10 End User Double click a computer asset in the Computer list to open the Asset Edit window for that particular asset 2013 Quest Software Inc ALL RIGHTS RESERVED QUEST SOFTWARE 266 Microsoft Hotfix The Microsoft Hotfix list displays a list of all the Microsoft updates that have been applied to the audited computers on your network This list as shown below includes the Hotfix Name the Microsoft Knowledge Base article ID and both the number of network computers where the hotfix has been installed and the number where it has NOT been installed Above the list of hotfixes are search fi
86. Options Message Board Email Templates Products Support Contracts Holidays Operating Hours Customization Custom Fields Customize Window Layouts List Layouts Security Users Groups and Privileges Edit QUEST 2013 Quest Software Inc SOFTWARE ALL RIGHTS RESERVED 137 Note that there are two ways to get to this Message Board information The second way is from the Tools menu by selecting Tools gt Message Board gt Manage Message Board This opens the Manage Message Board window This window mirrors the view under Administration shown below The functionality between the two views is identical Manage Message Board Title View Option Help Desk Authority for Windows amp Help Desk Au HDAccess HDMail HDAutoE scalate HD Syne Tool HD Search QUEST SOFTWARE Start Date Time Help Desk Au 3 9 200912 004M Help Desk Au Help Desk Au Help Desk Au Help Desk Au Help Desk Au 3 9 2009 12 00 AM 3 9 2003 12 00 AM 3 9 2009 12 00 4M 3 9 2009 12 00 4M 3 9 2009 12 00 AM End Date Time 141 2010 11 59PM 14172010 11 59 PM 14172010 11 53 PM 1142010 11 59 PM 14172010 11 59 PM 14172010 11 59 PM Set Sequence 2013 Quest Software Inc ALL RIGHTS RESERVED 138 Creating Headlines and Messages in the Message Board 1 Click the Add button to the right of the headline list This will open the Message Add window F Messa
87. Quest Workspace Help Desk formerly Help Desk Authority 9 1 3 User Manual E QUEST SOF TVVARE Simplicity At Work Contacting Quest Software Email info quest com Mail Quest Software Inc World Headquarters 5 Polaris Way Aliso Viejo CA 92656 USA Web site www quest com Refer to our Web site for regional and international office information QUEST 2013 Quest Software Inc SOFTWARE ALL RIGHTS RESERVED 2013 Quest Software Inc ALL RIGHTS RESERVED This guide contains proprietary information protected by copyright The software described in this guide is furnished under a software license or nondisclosure agreement This software may be used or copied only in accordance with the terms of the applicable agreement No part of this guide may be reproduced or transmitted in any form or by any means electronic or mechanical including photocopying and recording for any purpose other than the purchaser s personal use without the written permission of Quest Software Inc Disclaimer The information in this document is provided in connection with Quest products No license express or implied by estoppel or otherwise to any intellectual property right is granted by this document or in connection with the sale of Quest products EXCEPT AS SET FORTH IN QUEST S TERMS AND CONDITIONS AS SPECIFIED IN THE LICENSE AGREEMENT FOR THIS PRODUCT QUEST ASSUMES NO LIABILITY WHATSOEVER AND DISCLAIMS ANY EXPRES
88. R_ D gt W Include direct HDAccess URL of the issue in the body You may also nghi click in the subject and message body Helds to add issue infomation to the template ok Cancel QUEST 2013 Quest Software Inc SOFTWARE ALL RIGHTS RESERVED 143 10 If you would like to add additional issue information at the end of the email select the Issue Report tab and follow the instructions below 11 In the Available Fields list in the left pane select the fields you would like to present in the email and use the arrow buttons to move them to the Selected Fields list 12 Use the up and down arrow buttons to order the selected fields Select the fietds thal you wish to appear in your issue report tems will appear in the same sequence as they are listed in the Selected Fields list Use the up and down amow keys to re sequence the fields Available Fields Selected Fields Activity Activity Billable Assigned Group Activity Activity Note T Contract Activity Time Spent Asset Assigned User mi i 2 E E Product Build Product Hame Product Version i 13 When you have finished creating the email template click the OK button 14 The email template will now be visible in the Template Name list From here you can edit an email template by selecting the template and clicking the Edit button or you can delete a template by selecting it and clicking the Delete button QUES
89. S IMPLIED OR STATUTORY WARRANTY RELATING TO ITS PRODUCTS INCLUDING BUT NOT LIMITED TO THE IMPLIED WARRANTY OF MERCHANTABILITY FITNESS FOR A PARTICULAR PURPOSE OR NON INFRINGEMENT IN NO EVENT SHALL QUEST BE LIABLE FOR ANY DIRECT INDIRECT CONSEQUENTIAL PUNITIVE SPECIAL OR INCIDENTAL DAMAGES INCLUDING WITHOUT LIMITATION DAMAGES FOR LOSS OF PROFITS BUSINESS INTERRUPTION OR LOSS OF INFORMATION ARISING OUT OF THE USE OR INABILITY TO USE THIS DOCUMENT EVEN IF QUEST HAS BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES Quest makes no representations or warranties with respect to the accuracy or completeness of the contents of this document and reserves the right to make changes to specifications and product descriptions at any time without notice Quest does not make any commitment to update the information contained in this document If you have any questions regarding your potential use of this material contact Quest Software World Headquarters LEGAL Dept 5 Polaris Way Aliso Viejo CA 92656 email legal quest com Refer to our Web site www quest com for regional and international office information QUEST 2013 Quest Software Inc SOFTWARE ALL RIGHTS RESERVED Table of Contents TREE O QU CTION icecscscenscnccaeonsescencmesnecucucssucuowsesuauesestsemenacaucewoesssancsceuss 10 NOW TO Use TIS MANU Aline tretecciiiedivaiomiadhinadivadordadiibatemuadoondatan 10 Installation of Help Desk Authority ccccccccccc
90. SKTOP8231 Worldwide Business Equipment Inc Sony Desktop JN AS8292 Electronic Warehouse Sony Desktop MP AS6362 Electronic Warehouse Sony Desktop PN Electronic Warehouse Sony Desktop RO Electronic Warehouse Sony Notebook AB AA7360 American Office Equipment Inc Sony Notebook GB AA5637 American Office Equipment Inc Sony Notebook MB AA1372 American Office Equipment Inc Sony Notebook SC AAG744 American Office Equipment Inc Sony Notebook CS BS3840 Columbus Office Products Sony Notebook GR BS8487 Columbus Office Products Sony Notebook KR BS3360 Columbus Office Products Tachihs NMatehanl Ssles 1 Ma NOATERNOKTEET Flartranirc alsrahancs oon DD oO amp Ww NH PS PPPP RTE TE F F F F F E C E C E C E F F F F F F E z F u x Page 1 vy of6 gt gt gt 533 items total Show 100 perpage GS Refresh HP Printer Asset Type Desktop Computer Tag HP Printer Part Number Requester Manufacturer Company Model Location Date Purchased 1 15 1921 10 19 12 PM 2 Preview jaa All Open Issues B Tech Support Queue Ko All Overdue Open Issues 0 My Recent Issues QUEST 2013 Quest Software Inc SOFTWARE ALL RIGHTS RESERVED 197 Creating a New Asset The process for creating a new asset is quite a bit different than creating a new issue 1 Click the NewAsset button This will open the Asset Types window displaying all known asset types E Show inactive Asset ypes 2
91. Status Bar Queries Undo Changes 2 All Open Issues H a Asset Queries Tech Support Queue E 9 Public Default El ca Private E Default Ga System r Favorite Queries an Undo Changes Default et eee ou may drag and drop any query into the box below to save it as a favorite f Asset Queries a B All Assets Issue Queries All Issues From Today All Overdue Open Issues My Issues From Today My Open Issues My Overdue Open Issues startu p status bar W favorite e m r There are three tabs in the Query Manager e The Menu Tab Where queries are categorized are managed e The Conditions Tab Where new queries are created by adding conditions e The Results Tab Where the results of queries are displayed Query Manager Conditions Results Each tab will be described in detail during this chapter QUEST 2013 Quest Software Inc SOFTWARE ALL RIGHTS RESERVED 202 The Menu Tab The Menu tab is where all queries are managed There are three main sections of the menu tab e The Toolbar e The Saved Queries section e The Startup Status Bar and Favorite Queries section The Toolbar Toolbar item Result O Add Category Click to add a new query category lel Rename Category Select a query category and click this button to rename Delete Category Select a query category and click this button to delete it Add Query Click to add a query Opens the Conditions tab fet Rename Query S
92. T 2013 Quest Software Inc SOFTWARE ALL RIGHTS RESERVED 144 Products Configuration gt Products After defining products in Help Desk Authority they can then be linked to companies that purchase them or to individual requesters who you service independently from a company Products can also be linked to issues when your requesters call into your help desk The Products window contains a search function to search for products a product list and the ability to add edit or delete products E Administration A Requester Management Requesters Product Name Manufacturer Companies External Support ie Asset Management ote Enter full or partial search criteria and click Search Asset Types Asset Manufacturers Asset Vendors Asset Templates X Track Financial B Issue Management Track HR Track Software Corporation Issue Templates X Track Purchasing X Track Software Corporation Issue Activities X Track GA X Track Software Corporation E on Issue Types Priority Mapping I Configuration gt System Options Message Board Email Templates Products Support Contracts Holidays Operating Hours Customization Custom Fields Customize Window Layouts List Layouts Security Users Groups and Privileges Show inactive products Searching Products To search for a product do one of the following 1 Enter the name of the product you
93. T Framework 1 1 Security Update KB979906 M979906 Microsoft NET Framework 1 1 Service Pack 1 KB867460 5867460 In a similar way entering a Knowledge Base article ID or part of one will return that particular Knowledge Base article or articles displayed in a results grid similar to that shown in the example above QUEST 2013 Quest Software Inc SOFTWARE ALL RIGHTS RESERVED 268 Click the Reset button to reset the Hotfix Name and Microsoft KB article text boxes This will also reset the Hotfix list to the default showing all hotfixes Screen Savers The Screen Savers window lists the screen saver settings for each person who has logged onto the audited computer This window displays the screen saver name user profile password and timeout for these screen savers The top panel of this window is the Screen Saver Search panel It allows you to search through the list of screen savers by the contents of any combination of columns to find entries that contain the search criteria Enter the search criteria and click the Search button to execute the search Click the Reset button to clear entered search terms and restore the default listing Screen Savers E m x Screen Saver Search Computer Name User Profile ScreenSaver Name Password Protection Computer Name ScreenSaver Name User Profile Password Protec TIMEOUT Compag 1 53 lagon scr GUser No SL P4 10 SSM aque scr SCRIPTLOGICSsharker No log
94. TS RESERVED 250 The Preview Tab The Preview tab displays the Knowledge Base article in HTML format just as it would appear in HDAccess From the Preview tab you can print the article by clicking the Print Article link You can also email the article by clicking the Email Article button Near the bottom of the Preview tab is the Related Articles section If there are related articles listed you can select one to view by clicking on the name of the article QUEST 2013 Quest Software Inc SOFTWARE ALL RIGHTS RESERVED 251 Chapter 10 HDAsset HDAsset by Quest is a powerful and innovative IT inventory management and PC auditing software application which is now fully integrated with the Help Desk Authority suite of issue management support center software HDAsset collects technical information about an organization s Windows computer systems and stores the results in a central database Use this data to perform queries create reports or see a comprehensive overview of all the systems within an organization View changes to the hardware software and system configuration of the computers within an enterprise Assets Help Desk Authority provides an excellent means for keeping an inventory of your organization s assets In addition to storing information such as serial numbers locations and manufacturers you can also capture key information about the vendors who have sold or who are leasing the assets to you I
95. The Undo Changes buiton can be used at any time to clear all the fields on this screen Example The requester s full name is entered into the Full Name field and the requester s email address is entered into the Email field Help Desk Authority Setup Requesters In this step we will create requesters These records contain information about the people requesting support They can also be used to track their support history a Undo Changes Full Name Keith Stone a Email KStone gibralter com Import requesters using HD Sync Add New requester Full Name Import requesters using HDimport Adam Cox Alicia Lawson Allan Brenthey Andrew Swanson Anna Mardell Arthur Flynn Barbara Summerville Beverly Olson Brenda Ingram Email acoxm titan com alawsonim titan com abrentley titan com aswanson titan com amardell titan com aflynng titan com bsummervilleg titan com bolson titan com bingram titan com Use the Delete key to remove selected new requesters or mark existing requesters for deactivation QUEST SOFTWARE Skip to Finish 2013 Quest Software Inc ALL RIGHTS RESERVED 45 The Add New Requester button is clicked and the new requester Steve L Requester is now visible in the requesters list F Help Desk Authority Requesters In this step we will create requesters These records contain information about the people requesting support They can also be used to tra
96. The category will appear in the category list Editing a category To edit a category 1 Select the category you wish to edit 2 Click the ZB icon to open the Category Value window 3 Edit the category name 4 Click the OK button when finished Deleting a Category To delete a category 1 Select the category you wish to delete 2 Click the Icon 3 The category will be deleted without a prompt QUEST 2013 Quest Software Inc SOFTWARE ALL RIGHTS RESERVED 245 Creating Editing and Deleting Knowledge Base Articles There are two ways to create a Knowledge Base article The first is from within an issue If you would like to create a Knowledge Base article from an issue click the amp B Addto KB icon on the issue window toolbar This opens the Knowledge Base Maintenance window with all of the relevant information from the issue already pre populated into the various fields and tabs in the article The second method is by clicking the add icon in the Knowledge Base toolbar This also opens the Knowledge Base Maintenance window but no fields are pre populated except for the Article Number field as soon as a prefix is selected The KB Article Tab T Knowledge Base Maintenance Related Ales Article Prefix KB gt Category Mobile Optional Article Number 103 Sub Category Optional C intemal Lae Oniy Product Name X Track QA Optional Title Mobile connection drops in 3G net
97. Users list to the Selected Users list using the arrow buttons Select and move any users you would like to see in the report After making your selections enter a value in the Minimum Percentage to appear on the report field This number indicates the percentage of records that you want to include in the report If you choose the Select Top X Values radio button enter the value of X in the field This number is based on the users that are used most often Click the OK button QUEST 2013 Quest Software Inc SOFTWARE ALL RIGHTS RESERVED 216 Select Status Window Reports used in e Graph Issues by Category and Status prior to the Category Selection window e Graph Issues by Month e Graph Issues by Received Days of Week e Graph Issues by Received Hours and Status e Graph Issues by User and Status e Issues by Received Hour Status and Priority E Select Status Open E Select Status Select Status Open Closed Pending Suspended This window has only one field Status From the drop down select the status you would like to use in the report and click the OK button You may be prompted for more information in another window after the Select Status window depending on the report you are running Notice that there are two versions of the Select Status window If you are running the Graph Issues by Received Hours and Status report you will be presented with the second version of
98. VED 79 Searching for a Company There are several ways to search for a company from the Companies screen You can search on a company using any criterion listed below or a combination of criteria to narrow your results if desired The search section of the Company screen is shown below Company Name 0 City 0 Company Code oo Stale PS Email Domain CP Postal Code PO Main Phone Search Reset Mote Enter full or partial search critena and click Search 1 Enter any known values for the company you are attempting to locate 2 Click the Search button 3 If you need to reset the form use the Reset button at any time Example Although you can search for a company using any of the available criterion it is not necessary to enter any data at all To attain a list of all available companies simply click the Search button The entire list of available companies will be presented in the search results window as shown below Administration QA Requester Management Reauesters CompanyName sts lt s City Companies External Support so A Dr mm amp Asset Management Asset Types Email Domain Postal Code Asset Manufacturers Main Phone Asset Vendors Asset Templates E Issue Management Issue Templates Issue Activities Issue Categories Issue Sub Statuses Issue Types Priority Mapping Ai Configuration System Options Message Board Email Templates P
99. a column name in the Column Name field This will be the name of a new column for the custom field within the database This is a required field 4 From the Column Type drop down menu select the type of data for the new field This field is required 5 Enter a numeric amount for the column length in the Column Length field This field is required 6 Enter the column label in the Column Label field This label will appear with the custom field This field is required QUEST 2013 Quest Software Inc SOFTWARE ALL RIGHTS RESERVED 154 7 There are two radio buttons for determining the requirement of the field If you wish the field to be required select the Yes radio button Otherwise select the No radio button 8 Inthe Selection List Values section you can add edit or delete values if the custom field will be a drop down menu To add values a Check the Selection Table checkbox b Click the Add button This will open the Custom Field Value window c Enter the value for the selection in the Value field d Click the OK button e Repeat steps b d for each additional value 9 Inthe Default Value field enter a default value that will be displayed if any in the field If the field will be a direct entry field enter the value If the field will be a drop down menu select the default value from the Default Value drop down menu 10 When the custom field has been created click the OK button The custom field will n
100. adencienedeocduredendeeusiieine recessed csunetas 163 CCU seared adame tad ecamedegecceotadedqnsdadueeendad ienedadedatedatetanadedscanedncss 165 USC ee rer et eer E S eee ee er err eer 165 Groups and Pl VilCGes via tacmriontncsiocs tapiraunamentaan tani anmuantaantaeniaons 174 Ch pter 4 ISSUCS piirini ranana 177 The ISSUES TOOlDal saccunemacsualevencus im auiaa colausieceuaa E e 177 The List Layout Menu ssssssssssssnssnsnssnsssnnsssnnsnsnnennnnesnnneennnrns 178 The Favorite Query MenU ssssssssssnsnssnsssensssnnensnnesnnnssnsnennsnnen 178 QUEST 2013 Quest Software Inc SOFTWARE ALL RIGHTS RESERVED TAC EXPOR MONO ian ee ee ee rr 179 View Separate Window ICON 1 ccc ccccccececceeeeeeeeee eee eeeeeeeeeseeaaaaanes 179 Tie TS uen PIL Pane a 179 THe FSSUCS SE GAG TETTE ETETE E E E 179 The Refresh PANS ainctiuntonainucs creccntimmansanisuadaniieudianddcnaninntanaueveuudon 181 The Preview PANG siacenansaiatacencicamnorndiadadennaceeeevedietanencawenennisteeenaned 181 The SlacUS Dal iccisenarsiundawalsintinentenusiniinediodia thie rieuadeeatenentan 182 Queries and The Status Bal cccccccsecsseuueeueeeeseuuceuueenseuuseuteenns 182 creating a NEW ISSUGu reniei inane ceneartacatneweses 183 The FSS WANG OW sesine E a NE 183 TO Create a NCW ISSUG merisier E a 185 EGUNO n ISSUC E EE E E E 192 Chapter 5 ASSCUS snsisnccsncracewtantsscctncnsnavseneeesweenteuasiunvendvanewenneuns 193 TACA SSE FOOD al riaa E 193 The Lis
101. al information after clicking the Run Report button by opening certain windows for completion These windows will be detailed in this chapter Category Selection Window Reports used in e Graph Average Time Spent By Categories e Issue Report by Category e Statistical Report by Category e Summary Calls by Category Select Categories E General E M Hardware E Desktop E Laptop S E Peripheral F Mouse E Printer S F Server F App Server oe E Domain Controller E Internet G E Email E Exchange fl Web Mail E Firewall 7 Intranet OHR Po Select All Select None Cancel In this window you can select your categories individually or click Select All or Select None to select or clear all of the items with a single click Selecting a category will automatically select any child categories After making your selections click the OK button QUEST SOFTWARE 2013 Quest Software Inc ALL RIGHTS RESERVED 215 User Selection Window Report used in Graph Average Time Spent By Users Select Users m Select Users Available Users Selected Users Helpdesk Administrator Minimum percentage to appear on the report e Yo Select Top X Values In this window you have two main selections Select Users or Select Top X Values If you check the Select Users radio button you will move users that are most frequently involved with your issues from the Available
102. al workflow e Route issues to personnel based on group status and expertise using the Skills Based Assignment feature e Apply your organization s hours of operation to accurately age and manage issues e Link issues to products you support and contracts you service Issue Templates Issue Management gt Issue Templates In Help Desk Authority you can define issue templates for issues that occur frequently and contain common data You can then retrieve the template when entering issues with similar information The repetitive data will be automatically duplicated each time the issue template is used When defining an issue template the following issue fields can be duplicated e Priority e Category e Issue type e Assigned Group e Assigned User e Summary e Description e Resolution After your issue template has been defined you can instruct Help Desk Authority to automatically create issues using the template according to a schedule that you define This is done via Help Desk Authority s recurring issue feature Recurring issues allow you to define an issue that will recur at a specified time interval The most common applications of this feature involve routine maintenance tasks that would be performed on a daily weekly or monthly basis For example the Information Systems department may define a Recurring issue to backup databases on a weekly basis A recurring issue is an issue template that runs on a user defined sched
103. ame for the external application in the Application Name field Select the Application Type by using the correct radio button EXE or URL Enter the path to the application in the Application String text box Click OK when finished The application will now be present in the Run External Application sub menu as well as the External Applications window in a list ale ad QUEST 2013 Quest Software Inc SOFTWARE ALL RIGHTS RESERVED 16 The Setup Menu The Setup menu assists in configuring the application with quick shortcuts to User Options the Configuration Wizard and the Administration window These items are explained in detail in other chapters of this manual User Options System Options Configuration Wizard Er Administration The Modules Menu The Modules menu option offers a quick shortcut to several different HDServer modules as shown below Modules EP HDServer Modules HDAccess d Gp HDAsset HDServer Modules This option opens the main HDServer Modules window HDAccess This option has a three item sub menu The first option on the sub menu is HDAccess This will open HDAccess in a browser window The second option is HDAccess Admin This will open HDAccess for Administrators in a browser window The third option is HDAccess Requester Validation which will be explained below ee HDServer Modules HD Access ES HDAsset HDAccess Admin HDAccess Requester Validation
104. an ge password Add New user Import users using HDSync P Full Name Login Name App Access Must Change PW Helpdesk Administrator Admin Windows and Web No John Smith jsmith Windows and Web No Mary Jones mjones Windows and Web No Use the Delete key fo remove selected new users or mark existing users for deactivation QUEST 2013 Quest Software Inc SOFTWARE ALL RIGHTS RESERVED 39 The new user is now visible in the user list as shown below Help Desk Authority Users In this step we will configure users who handle support requests w Undo Changes Full Name MW Allow Windows Login Login Name CT M Allow Web login Password M User must change password Add New user Import users using HDSyne H Full Name Login Name Must Change PW Active Steve K User skuser Yes John Smith jsmith No Mary Jones mjones No Use the Delete key to remove selected new users or mark existing users for deactivation T T T T T T T agosan Gd In the above example it is important to note that although the new user Steve K User was created he will not be listed as an active user until the Configuration Wizard has finished QUEST 2013 Quest Software Inc SOFTWARE ALL RIGHTS RESERVED 40 Companies Companies are the entities that employ the customers of Help Desk Authority Introduction Requesters are not always affiliated with a company but when they are pertinent company info
105. an instant messaging IM service enter the user s instant messaging address name in the IM Address field then enter the name of the IM service in the IM System field i e Skype Yahoo IM AIM etc Enter the primary phone number in the Primary Phone field Enter the secondary phone number if available in the Secondary Phone field Enter the user s mobile number in the Mobile Number field Enter the user s fax number in the Fax Number field 0 The Manager field is retrieved from Active Directory and is only applicable for users synchronized from Active Directory SS Below the basic user information fields there are four tabs in the User Setup Add window Groups and Privileges V Comment The Login Tab The Login tab contains the necessary login credentials and permissions of the user Groups and Privileges Comment Login Name Allow Windows login Password Allow Web Login Active Directory User i Account Locked User must change password Disable Single Sign on Last Logon Date 1 Enter the logon name in the Logon Name field 2 Enter the password in the Password field 3 Check the Allow Windows Login checkbox if the user will be allowed to login to Help Desk Authority for Windows 4 Check the Allow Web Login checkbox if the user will be allowed to login to Help Desk Authority for Web 5 Check the Active Directory User checkbox if the user will be a member of the Activ
106. anagement Issue Templates Requester Name CompanyName Email Issue Activities Issue Categories Issue Sub Statuses Issue Types Priority Mapping Ai Configuration gt System Options Message Board Email Templates Products Support Contracts Holidays Operating Hours Customization Requester Name Requester Code Custom Fields Title Company Name Customize Window Layouts Email List Layouts gf Security Users QD Preview Groups and Privileges Department Fax Number Location Name In the Administration window you can e Manage requesters and companies e Perform searches e Manage assets e Manage issues e Configure the Help Desk Authority system e Customize Help Desk Authority e Configure security In this section we will cover all of the above in detail QUEST 2013 Quest Software Inc SOFTWARE ALL RIGHTS RESERVED 56 Requester Management In this section we will cover methods of searching for and creating a requester or company Requesters Requester Management gt Requesters As described in the Requesters section of Chapter 2 requesters formerly referred to as customers in previous versions of Help Desk Authority are those individuals calling your help desk for assistance These are the actual individuals who you will be dealing with every day through your help desk The Requesters screen in the Administration window is shown below Adminis
107. anufacturer re Graph Computers by Assignment res Hardware Installation List kes Hotlines fs Screen Savers Knowledge Base Date Type Start Date End Date f Actual Date l Relative Date Include Active Inactive Data QUEST 2013 Quest Software Inc SOFTWARE ALL RIGHTS RESERVED 270 The standard HDAsset reports are available in the HDAsset Reports category of the Public folder in the Reports directory tree The standard HDAsset reports as of this writing are described in the following table Additional standard HDAsset reports may be added as necessary Report Description Application Installation Creates a list of all the software products contained in the selected Checklist categories that are not contained in computers included in the report Application Installation List This report displays a list of all applications installed in your network computers and the computers each application is installed in Application License Usage This report displays the number of licenses issued and the total number of licenses for each software package by category Change Tracking Change Tracking displays the changes found for each audited computer between the specified beginning audit and the specified ending audit Computer Application List This report lists all applications found in each audited computer Computer Hardware List Computer Hardware list is a list of all the hardware installed in each audit
108. ar Help Desk Authority Change Font Background e The Font Tab The first section of this tab displays the font the size of the font and the font style The second section of the Font tab displays a sample of the text with the parameters displayed These values can be changed Clicking the Change Font button will open the Font window From here you can change the font the font style and size the effects the color and the script Clicking the Background button will open the Color window From here you can select a new background color for the field These two windows are shown below Color Font style colors e Regular oo A Arial Black SE Cancel E Eo m O Arial Narrow O Arial Rounded MT Boh Bold Italic T E E O Arial Unicode MS bos EEE SE O Baskerville Old Face O Bauhaus 93 v ga g pe as E B B eo EERE E F Strikeout na Custom colors F Underline ae inn ff Ff HY Color LE Engg gg BB Black Script Westem hd Define Custom Colors gt gt QUEST 2013 Quest Software Inc SOFTWARE ALL RIGHTS RESERVED 162 ta Asset Asset Company Text Box e The Pointer Tab The fourth tab in the properties window is the Pointer tab When you mouse over a field the pointer will change to any value you select in this tab The Customize Layouts Window Toolbar The toolbar on the top of the Customize Layouts window is used
109. are searching for in the Product Name field or enter the name of the manufacturer in the Manufacturer field To narrow your search you can enter a value in both of these fields 2 Click the Search button OR 3 Without entering data into the Product Name or Manufacturer fields simply click the Search button This will present the entire product list QUEST 2013 Quest Software Inc SOFTWARE ALL RIGHTS RESERVED 145 Adding Editing and Deleting a Product To add a product 1 oS a aoe Sl SS 11 Click the Add button This will open the Product Add window Select the General tab Enter the name of the product in the Product Name field This field is required Enter the manufacturer name in the Manufacturer field This field is required In the KB Location field enter the URL of the Knowledge Base article for this product if one exists Under Product Info enter any pertinent information regarding the product Under Manufacturer Info enter any pertinent information regarding the manufacturer Enter any necessary comments in the Comment field If you would like to attach a file or files to the product select the Attachments tab From this tab you can attach a file a URL or anything on your clipboard by using the appropriate button You can also open or delete an attachment Click the OK button when you are finished creating the product _e Manutacturer lapple p
110. ars immediately above the Asset list Filter v Assigned User i fin z John Smith i Add Condition Joel Habib x E EM ih Apply Reset lt Click to add gt From this view the current query can be edited to suit your needs The controls are very similar to the Query window controls The button will remove the selected conditions from the query The Q Ati Su Neb button will add a new condition to the query The Apply button will apply the changes you have made to the existing query The Reset button will remove all conditions from the query QUEST 2013 Quest Software Inc SOFTWARE ALL RIGHTS RESERVED 195 The Asset List Grid The Asset list grid is the main area of the window when Assets is selected in the Navigation Pane The asset list grid lists all the asset that match the criteria of the current asset list layout You can display as much or as little information in the assets list as you like by customizing asset list layouts in the Administration window as discussed in the previous chapter The example below shows the default All Fields Notice the horizontal scroll bar at the bottom of the grid Sliding the scroll bar to the right will reveal much more data than is shown in the current view AssetID AssetDescripbon Audited Computer AssetPartNumber AssetSerialNumber AssetComments AssetDate Purchased Asset Price Konica Laser Printer False HP Scanner False Canon
111. ary Add any comments in the Comments field 5 The Start Date and End Date fields will be automatically populated if the contract is based upon duration If you are using another type of contract and you wish to include start and end dates select both dates from the Start Date and End Date drop down menus 6 If you wish to link any products to the contract click on the Linked Products tab of the Company Contract Add window Available products will be listed in the Available Products selection list Use the arrow keys to add or remove products to the Products Linked to this Contract selection list on the right 7 If desired this contract can be linked to the company but not activated If you would like to deactivate the contract but retain the link to the company check the Inactive checkbox 8 Click the OK button when finished r Company Contract Add Linked Products Contract List 100 Issues Contract p Contract Details Contract Description h 00 Issues Contract Cost lo Warning lo Warranty Reference No FRO 00 Comments This is a sample contract Contract Type Details Contract based on Number of Issues No of Support Issues hi 00 Start Date 8 13 2010 Remaining Issues h oo End Date 8 13 2011 Inactive QUEST 2013 Quest Software Inc SOFTWARE ALL RIGHTS RESERVED 90 The next tab in the Company Add window is the Products tab From here you can link products to a
112. as a top level control for your custom layouts D Open Internal k Save ful SaveAs Q Clear Fields From Layout SE Restore Opens the Open Window Customization window From here choose issue requester company or asset who s layout you wish to create or modify Layout Name The name of the current layout is displayed in this window To change the name simply place the cursor in this field and enter the data you wish Save Saves the layout with the name displayed and in the location of the last saved window layout Save As Opens the Save As window and prompts for a new name for the layout Clear Fields From Clears all fields from the current layout after a warning prompt Layout Restores the layout to the state prior to any edits QUEST 2013 Quest Software Inc SOFTWARE ALL RIGHTS RESERVED 163 List Layouts Customization gt List Layouts Issue and asset lists are used frequently throughout the Help Desk Authority application They provide a quick organized method for viewing groups of issues and assets Help Desk Authority generates an issue or asset list when you are e Viewing the contents of an issue or asset folder e Viewing the results of a query e Using the issue or asset search drop down menu on the toolbar e Viewing issue history via the Issue Asset Requester and Company windows Regardless of how you are viewing an issue or asset list you can always select the specific issue i
113. at the option is not currently available The File Menu The File Menu and functions are shown below J Newlssue Cirle Change Password Issue Template Change Database Ctrl D Asset Exit Message Board Posting Knowledge Article QUEST 2013 Quest Software Inc SOFTWARE ALL RIGHTS RESERVED 14 New The New menu option contains a sub menu with five separate tasks you can perform These include New Issue Issue Template Asset Message Board Posting and Knowledge Base Article Each of these items are described in detail later in this manual Change Password The Change Password menu option opens the Change Password dialog box shown below Here a user can change his password Existing Password Po New Password PO Confirm Password PO 1 Enter the existing password in the Existing Password Field 2 Enter the new password in the New Password field 3 Confirm the password by re entering it in the Confirm Password field 4 Click the OK button when finished Click the Cancel button to cancel Change Database The Change Database menu option will allow you to log out of Help Desk Authority to log back on with a new connection profile thus a different database Exit The Exit menu option will close the application The View Menu The View menu enables you to select the issue folders that will be visible in Help Desk Authority View Issue Folders gt Public Folders Private Folde
114. atically populated if the contract is based upon duration If you are using another type of contract and you wish to include start and end dates select both dates from the Start Date and End Date drop down menus 6 If you wish to link any products to the contract click on the Linked Products tab of the Requester Contract Add window Available products will be listed in the Available Products selection list Use the arrow keys to add or remove products to the Products Linked to this Contract selection list on the right 7 If desired this contract can be linked to the requester but not activated If you would like to deactivate the contract but retain the link to the requester check the Inactive checkbox 8 Click the OK button when finished P QUEST 2013 Quest Software Inc SOFTWARE ALL RIGHTS RESERVED 72 An example is shown below Contract Details Contract DescriP 409 Hours Contract 100 Issues Contract Referenc Comments Contract Type Details Support Contract Duration Start Date 10 5 2011 End Date 10 4 2012 Inactive Contract List E r e Contract Details Contract Description Cost fo Warming o fo Reference Ho Comments Contract Type Details Support Contract Duration Start Date 10 5 2011 E Inactive QUEST 2013 Quest Software Inc SOFTWARE ALL RIGHTS RESERVED iS Once a contract has been linked to a requester the contract name will appear
115. ation pane select a button by clicking on the name This will highlight the button for example the Assets button above Use the Move Up or Move Down buttons to change the location of the button in the stack Click the OK button when finished The List Grid The list grid is the largest section of the main window Displayed in this section will be issue lists Asset lists or Knowledge Base article lists depending on the selection in the Navigation pane The example below shows an issue list Created Date AssignedGroup Sub Status Company Description Medium 3 13 2008 11 09 Help Desk Open In Progr Titan Software Office 2010 will be installed on Requester s P ssssssssssssesssssesessssesssssrssetessssss seseratan Open In Prog Titan Software Expired Norton Anti virus on Dell laptop Wil Low 3 13 2008 11 10 Admin Open Assigned Titan Software Login privileges need to be reset for the new Low 3 13 2008 11 11 Help Desk Open Assigned Titan Software Requester requires assistance in Microsoft Of High 3 13 2008 11 18 Help Desk Open New Titan Software Requester is having POPS issues High 3 13 2008 11 19 Help Desk Open Assigned Titan Software Server issues have caused multiple connectio Urgent 3 5 200911 12 Admin Open ssigned Titan Software Intranet needs several broken links corrected Urgent 3 5 2009 11 21 Help Desk Open In Progr Titan Software Data wireless and voi
116. been chosen The description is the automatic default Three privileges have been added QUEST 2013 Quest Software Inc SOFTWARE ALL RIGHTS RESERVED 37 Users Users are the people within an organization who use the Help Desk Authority system Introduction When defining users there are several options for consideration e Capture all pertinent information about the user such as name email addresses and phone numbers e Assign a log on name and password e Setup login parameters e View the last time the user was logged into Help Desk Authority e Assign the user to pre defined groups e Permit or deny the user access to Help Desk Authority menus and functions e Assign a skill level to the user as it relates to issue categories Although the only required information about a user is his her full name Help Desk Authority will be able to provide a more complete profile when needed if more information is included when creating a new user The Users screen is shown below P Help Desk Authority Setup Users In this step we will configure users who handle support requests a Undo Changes Full Name TO V Allow Windows Login Login Name FO E M Allow Web login Password M User must change password Add New user Import users using HDSync wu Must Change PW John Smith jami Windows and Web Mary Jones jo Windows and Web Use the Delete key to remove salected new users or mark existing us
117. bib ap mmm nha eat nen i er retrace Add Condition Apply Reset Yv From this view the current query can be edited to suit your needs The controls are very similar to the Query window controls The i button will remove the selected conditions from the query The Q SoH SaleEn aie button will add a new condition to the query The Apply button will apply the changes you have made to the existing query The Reset button will remove all conditions from the query QUEST 2013 Quest Software Inc SOFTWARE ALL RIGHTS RESERVED 253 The Asset List Grid The asset list grid is the main area of the window when Assets is selected in the Navigation Pane The asset list grid lists all assets matching the criteria of the current asset list layout You can display as much or as little information in the assets list as you like by customizing asset list layouts in the Administration window as discussed in the previous chapter The example below shows the default All Fields Notice the horizontal scroll bar at the bottom of the grid Sliding the scroll bar to the right will reveal much more data than is shown in the current view AssetID AssetDescripbon Audited Computer AssetPartNumber AssetSerialNumber Asset Comments AssetDatePurchased Asset Price Konica Laser Printer False HP Scanner False Canon Printer 1st False 6367 2437 9697 1 16 1921 2 38 AM Canon Printer 2n False 4143 8160 6353 1 1
118. bove 1 Enter any known values for the requester you are attempting to locate 2 Click the Search button 3 Ifyou need to reset the form use the Reset button at any time Example In the Company field Titan has been entered After clicking the Search button the results all requesters connected to any company with Titan in the name are visible in the results section of the window Administration G3 Requester Management Requesters Requester Name City Tr Companies External Support Requester Code va Asset Management gt Company jTitan Postal Code es Asset Types Asset Manufacturers Email Country Asset Vendors Primary Phone Asset Templates Note You may enter partial or full search criteria above E Issue Management Issue Templates Requester Name CompanyName Email Issue Activities Issue Categories Issue Sub Statuses Issue Types Priority Mapping Configuration System Options Message Board Email Templates Products Support Contracts Holidays Operating Hours Customization Requester Name Requester Code Custom Fields Title Company Name Customize Window Layouts Email Department List Layouts Fin tans Location Name Security Users QD Preview Groups and Privileges QUEST 2013 Quest Software Inc SOFTWARE ALL RIGHTS RESERVED 58 Creating a New Requester If you need to create a new requester you can do s
119. ce support so when yo Io co iw D o le tI High 3 5 2009 11 23 Admin Open New Titan Software Office 2010 installation is required Lo Co High 3 5 2009 11 34 Admin Open In Progr Titan Software Database appears to be corrupted _ High 375 2009 11 38 Help Desk Open In Progr ACME Products Email encyption CRAM MD5 was always sup ar M Medium 3 5 200911 59 Help Desk Open New Titan Software Replacement toner needs installed by service Issue lists and Asset lists can be customized by using the custom list layout option located under Administration the Administration button Each list layout can be modified to fit the needs of the user QUEST 2013 Quest Software Inc SOFTWARE ALL RIGHTS RESERVED 25 The Status Bar At the bottom of the Help Desk Authority window is the Status Bar as shown below The Status Bar displays the queries that are open as selected in the Query Manager see Chapter 6 for more information 14 All Issues by Assigned 30 All Open Issues iao Open Help Desk Issues The Status Bar is described in greater detail in Chapter 4 Data Entry The data entry windows in Help Desk Authority are designed for simplicity and efficiency You will have control over the amount of information collected and very few fields are required Most Help Desk Authority data entry forms are accessed through the Administration window accessed via the Adm
120. cesenennnnseeeeeeeesenees 11 Chapter 1 Navigating Help Desk Authority ccceennseseeecennnnees 12 Eaa MGM Use tenecewes osacsu pean anuntecueccnecauauarsncuagen ticuaasnge suanseecunaneucesrasues 13 The File MenU sariren Ai EAEE EEA RERU 13 THE View Mont iiciin A O 14 TRE TOOS MENU sesinin E erste oka E E AEA 15 Tae SEWE MENU si scinceires sedan ac ass doobneanta tbe guaranty otcaednaince hivhaeschnaptaraiota acgensnwnactenneate 16 The Modules Menu x scsccstasti seers lanuieesordne nea inobe aoe sauMnesheuaae 16 TACAID MENU niise TE E N 18 TRO FOODOT agccauvendien a S EE E a EE E E E EA 19 CUSTOMIZING the OO al rienrririsinineienin ninde nie Ea a a 20 THG T6SUC SeA CN oaran paaa RAEE E AERAN 22 The Navigation Pane sssssssssssssssnssssnssesnsssnnessnnesnnnssnsnesnsnenneseene 22 Customizing the Navigation PAne cccccccceccceeeeeeeeseeeeeeeeeeeeeeneas 23 THE LEE Nd i E ea E e puateaseedeaentyvads 24 TE SU E a cece eee eee eee eee 25 Data EMU Y casacnttscotcetesaatexciacnncouusteotenianagcanerececatiuasusetovewianbecssacenued 25 olele suls pA r E E E E irae E E 27 Keyboard SHOrtCU S cs iccndauaesvotecadaesdns prasedsn nian ecasawstsnntar sen A 28 Chapter 2 The Configuration WIZalrd cccccccccccceeceeeeeeeeeeeeseeeeeeees 30 IAM OGU CUO ens E 30 Werme Cl Gee in hot vewis E testi codbepinxatvenest 31 Nea VIG QUION aaccecievacsu ater custecuacuunte aqiede csacuneceuscaucusueniuacenaueueuduaccua 32 DIPCClLONICS onncatacecsuswe
121. ck their support history Full Name Import uesters using HDSyne Add New requester Import requesters using HDImport Full Name Keith Stone Adam Cox Alicia Lawson Allan Brentley Andrew Swanson Anna Mardell Arthur Flynn Barbara Summerville Beverly Olson w Undo Changes KStonegigibralter com acox titan com alawson titan com abrentley titan com aswanson titan com aflynnigtitan com bsummervilleg titan com bolson titan com Use the Delete fey to remove selected new requesters or mark existing requesters for deactivation y cr AuG M aanSaxv QUEST SOFTWARE 2013 Quest Software Inc ALL RIGHTS RESERVED 46 Assets Help Desk Authority provides a means for keeping an inventory of an organization s assets In addition to storing information such as serial numbers locations and manufacturers key information about the vendors who have sold or who lease the assets to you can also be captured Asset types are now set up under Setup gt Administration opens the Administration window gt Asset Management gt Asset Types Introduction Inventory procedures can be expanded with the HDAsset module HDAsset is Quest s computer inventory application It will automatically perform network scans and computer audits of hardware software peripherals components and system information Adding individual assets can be done in the Configuration Wizard as outlined by the steps in this section
122. ckbox will automatically be checked Otherwise this field will always be unavailable 10 If the Active Directory User checkbox is checked the Disable single sign on can be checked or unchecked depending upon Administrator preference regarding this requester s use of single sign on If the Active Directory User checkbox is not checked this option will also be unavailable 11 The Last Login field will be automatically populated with the last login date and time of the requester QUEST 2013 Quest Software Inc SOFTWARE ALL RIGHTS RESERVED 66 For our example we will not be granting the requester access to HDAccess so we will leave all fields blank which is the default The Asset tab is the next tab in the Requester Add window This tab is where you will assign assets to an individual requester QUEST 2013 Quest Software Inc SOFTWARE ALL RIGHTS RESERVED 67 To add an asset or assets to a new requester 1 Click the Add button This will open the Assets window providing a list of assets to choose from to add to the requester If the new requester information has not yet been saved you will be presented with the alert shown below informing you that a save is required Click the OK button If this alert does not appear proceed to step 2 Il Dee cress HP Printer f Konica Laser Printer AP Scanner Canon Printer Jat Floor Canon Prinber dnd Floor Canon Printer wd Floor Printer 4th Fl
123. continue with the wizard or click the Skip to Finish button to jump to the closing screen of the wizard 5 To undo any changes you have made in all fields click the Unde Changes putton at any time QUEST 2013 Quest Software Inc SOFTWARE ALL RIGHTS RESERVED 34 Groups and Privileges Help Desk Authority s security is structured around groups Security permissions can easily be assigned to a group of users such as Technical Support or Help Desk Authority Introduction After establishing Help Desk Authority users in the database those users can then be assigned to a group Each security group is then given access to specified Help Desk Authority functions These functions are called privileges Viewing an issue list defining custom fields deleting issues and attaching files are all examples of privileges that can be assigned to a security group Users may also be assigned to more than one security group for multiple levels of security and access Instructions Below is the Groups and Privileges screen of the Configuration Wizard Groups and Privileges In this step we will configure security groups and their associated privileges Users can be added to security groups in the main application to simplify security and customization setup a Undo Changes Enter name here to add a new group Suggested Groups PED Group Name a 1 Support inistrative Group Descripti
124. ctivity Type drop down menu Select the user applicable to the note in the Entered By User drop down menu The Activity Date Time field will be automatically populated with the current date and time To override this you may select a date from the drop down calendar or simply enter a date and time into the field Help Desk Authority will convert your entry to the correct format of m d yyyy hh mm ss and AM PM In the Time Spent section if applicable enter the time spent on this activity by using the Days Hours and Minutes fields If there is a cost associated with the activity the cost will appear in the Cost field Note that this only occurs if the cost is based on days hours or minutes or if the cost is per incident Customers with yearly or monthly contracts one set price will not see an amount in the Cost field If the cost for this activity is billable in general billable outside of a support contract or when the existing contract is based upon time spent such as an hourly rate or if the cost is a set cost per incident check the Billable checkbox Enter the text of the note in the Note field Use the 4 if you wish to spell check the note Click the OK button when finished The new note will now be seen in the note list under the Note tab as well as the activity list under the Activity tab To edit an activity select the note and click the Edit button or double click the activity itself Edit the activity and click th
125. d another field on the layout but still partially visible right click on the field and select Bring To Front from the pop up menu This will place the selected field on top of the stack for easy access Send To Back If you would like to reach a field that is behind other fields and not visible enough for the Bring To Front option you can simple send the top field to the bottom of the stack repeating the step until the desired field is visible This is accomplished with the Send To Back option Remove This option will completely remove the field from the layout Remove Field and Label This option not only removes the field selected but also the label that accompanies it This saves you time and confusion when designing custom layouts Properties Selecting the Properties option will open a window displaying the properties of the selected field 8 Asset Asset Company Text Box Border Style Fixed3D iY Read Only Required QUEST 2013 Quest Software Inc SOFTWARE ALL RIGHTS RESERVED 160 e The General Tab Includes the Border Style drop down The default value will be the current setting of the field This style can be changed by using the drop down menu to select another style If this option is grayed out as it is in the case of combo boxes you will not be able to change the style Checking the Read Only check box will lock the field with one value that cannot be changed by the us
126. d if you choose Outlook those fields are locked 2 If you would like to route your outgoing email through HDMail check the Route outgoing email through HDMail checkbox 3 If you checked the checkbox in Step 2 above you also have the option to Allow HDMail to add Cc addresses as subscribers when processing incoming emails by checking the second checkbox If you have chosen to use SMTP there are some required fields in the SMTP Options section If not skip to Step 11 Enter the SMTP Server Name in the SMTP Server Name field This is required Enter the port number in the Port No field This is also required Check the Use SSL Default sSMTP port is 465 checkbox if you wish to use SSL Enter the email address in the Email Address field This field is required Enter an email display name in the Email Display Name field if desired 0 If your email server requires authentication check the My Server Requires Authentication checkbox and then enter the user name and password in the appropriate fields 11 If you would like to forward your issues by email without using attachments check the Skip attachments while forwarding an issue by email checkbox 12 In the Default Email Template drop down menu select a template you would like to use as the default for your outgoing mail ao Poe So QUEST 2013 Quest Software Inc SOFTWARE ALL RIGHTS RESERVED 132 The Field Tracking Tab
127. default is the maximum If there are selections that you don t want to include you can move them to the Available lists First move any unwanted activity types from the Selected list to the Available list using the arrow buttons Next move any unwanted Technicians from the Selected list to the Available list using the arrow buttons If you would like to set a date range for your data mark the Filter activities by activity date checkbox Then select a start date and end date for the date range with the drop down calendars provided Click the OK button Select Date and Grouping Window Report used in Activity Stats By Technician Requestor Activity Type Select Date and Grouping start Date IMR End Date Group By Company Requester f Technician C Activity Type User ID Include Activity Time Include Issue Time OK Cancel First select a start date for the date range using the Start Date drop down calendar Next select an end date for the date range using the End Date drop down calendar In the Group By section select grouping by Company Requester Technician or Activity Type User ID by selecting the appropriate radio button If you would like to include activity time in the report check the Include Activity Time checkbox If you would like to include issue time check the Include Issue Time checkbox Click the OK button QUEST 2013 Quest Software Inc SOFTWARE ALL RIGHTS RESERVED
128. ds meeting those criteria e Enter a specific name and then click the Search button to retrieve one record in particular e Click on the Search button to display all records in a table format Then scroll through the list and double click on any record for selection e Click the Reset button to clear the selection criteria This enables a new search After you select the desired record it can be edited or deleted by clicking the Edit button or the Delete button To create a new record click the Add button if one is available most management screens Help Desk Authority will display a data input form like the Requester Add window shown below A Requester Add equester Name nactive ae z Inacti ea Custom Fiad D HDAccess CompanyName ti Requester Code PO Location Name Pp Title FN Department Ps Primary Phone PO Address 1 PO secondary Phone PO Address 2 Pe Mobile Number PO ciy Fax Number oss State Province TT Email TO Postal Code o Country oNN Manager not assigmed Issue History Go 5 Comments P All required fields are flagged with a red asterisk Upon completion of the data entry form click the OK button The record will be saved and you will be returned to the previous screen QUEST 2013 Quest Software Inc SOFTWARE ALL RIGHTS RESERVED 27 Selection Lists Certain Help Desk Authority windows allow the selection of multiple items For example e The Groups and Pr
129. ductivity There are also several pre defined keyboard shortcuts To define keyboard shortcuts 1 Right click on the Toolbar and select Customize This will open the Customize window 2 Click the Keyboard button This will open the Customize Keyboard window Customize Keyboard Specify a Command Categories Commands All Commands About Help Desk Authorii Administration Asset Change Database Change Password Configuration Wizard Contact Us Customer Feedback Delete Folder Specify a Shortcut Currently assignedto unassigned Description QUEST 2013 Quest Software Inc SOFTWARE ALL RIGHTS RESERVED 29 3 Inthe Commands selection list select the command for which you would like to create a keyboard shortcut 4 Inthe Specify a Shortcut section drop down menu select the keyboard shortcut to associate with the selected command In the example above we have assigned the combination of Shift F1 to open the Administration window 5 Click the Assign button to complete the assignment 6 To remove a single assignment select the command in the Commands selection list then click the Remove button 7 To reset all assigned keyboard shortcuts click the Reset All button QUEST 2013 Quest Software Inc SOFTWARE ALL RIGHTS RESERVED 30 Chapter 2 The Configuration Wizard Introduction One of the biggest changes in Help Desk Authority 9 is the advent of the Configuration Wizard The Conf
130. e Directory 6 Ifthe account is to be locked check the Account Locked checkbox 7 If you would like the user to change his or her password upon first login check the User must change password checkbox 8 Check the Disable Single Sign on checkbox to disable single sign on for the user QUEST 2013 Quest Software Inc SOFTWARE ALL RIGHTS RESERVED 168 9 Complete all the necessary information in the four tabs explained below of the User Setup Add window 10 Click the OK button The new user will now appear in the User list The Groups and Privileges Tab The Groups and Privileges tab contains group and privilege information of the new user Available Groups ls a Member of These Groups HDA_Adming EveryOne Tech Support i Available Privileges Guaranteed Privileges Administration Priority Mapping AssetManufacturer Add AssetManufacturer Delete Revoked Privileges Assethlanutacturer Edit z Assethanufacturer Search AssetTemplate Add AssetTemplate CreateAsset AssetTemplate Delete AssetTemplate Edit 1 To assign the new user to a group select the group name in the Available Groups list on the left and click the button The group will now be visible in the Is a member of these Groups list on the right You can add more than one group to the list 2 To remove an assigned group from the user highlight the group on the right and click the button The group will be moved to the left and will no l
131. e they will appear here in the Custom Fields tab Complete any custom fields that are necessary The Attachments Tab Use the Attachments tab to include any attachments necessary in the asset 1 To attach a file click the Attach File button browse to the correct file in the Open window and click the Open button The file will now be attached to the issue 2 To attach an Item or items on the clipboard click the Attach Clipboard button The file s from the clipboard will now be attached to the issue 3 To attach a URL click the Attach URL button This will open the Attach URL window Enter the Web Address URL in the Web Address field then enter a description in the Description field both fields are required Click the OK button when finished Note that you must include http with the URL 4 To open an attachment right click on the attachment and select the application you would like to use to open the file or select the attachment and click the Open With button then select the application of your choice 5 To delete an attachment select the attachment and click the Delete button then click OK at the prompt 6 Click the OK button when finished or select another tab to enter more information QUEST 2013 Quest Software Inc SOFTWARE ALL RIGHTS RESERVED 258 Editing an Asset In your daily support activities you will most likely open and update existing assets 1 Open the asset 2 If anything has cha
132. e Date Email Account Origin Folder Impact jIssue No ssue Type Location Product Build Product Instance Product Version Sub Status Summary QUEST 2013 Quest Software Inc SOFTWARE ALL RIGHTS RESERVED 279 5 Click the Save As button 6 Enter the query name in the Query Name field and click the Save button again Save Query As gt Public a ig All lssues by Assigned User All Open lssues New Query Open Help Desk Issues a Private E Default Query Name PacketTrap Issues To run the query select query from the Toolbar expand the folder and category you created the query in select the query then click the Run Query button in the toolbar QUEST 2013 Quest Software Inc SOFTWARE ALL RIGHTS RESERVED 280 Viewing the Network Maps To view the network maps generated by Foglight NMS click the Network Maps button in the navigation pane as shown below This will display the list of Network maps for each location or organization from Foglight NMS Select the map you would like to view Network Maps Default Organization CHome Office gt Remote Location Quarantine Agents ScriptLogic 19 b h h Use the or buttons to adjust the map view The map will be presented in the selected view E s QUEST 2013 Quest Software Inc SOFTWARE ALL RIGHTS RESERVED 281 SL PA SC420 10 5 148 254 MIRA c
133. e Dates by Group Select Issue Type Select the issue type from the Issue Type drop down menu All Issues or Overdue Issues Click the OK button QUEST 2013 Quest Software Inc SOFTWARE ALL RIGHTS RESERVED 220 Select Company Requester Window Reports used in e Assets by Requester e Company Requester Listing e Issue Detail by Company e Issue Summary by Company e Products by Company Requester E Select Company Requester Company All requester i First select the company or All from the Company drop down menu Next select the requester or All from the Requester drop down menu Click the OK button Select Activities and Technicians Window Reports used in e Issue Detail With Activities e Issue Summary With Activities amp Select Activities and Technicians Available Activity Types Selected Activity Types Available Technicians Selected Technicians Called Requester Helpdesk Administrator Closed John Smith Email from Requester Mary Jones Email from User Joel Habib Email Sent Issue Reopened Requester Rejected Assigned Group Field Change Assigned User Field Change QUEST 2013 Quest Software Inc SOFTWARE ALL RIGHTS RESERVED 221 Unlike most selection lists in Help Desk Authority the lists in this window default with the selections in the Selected lists instead of the Available lists Most users will want a lot of detail in these two reports so the
134. e Directory Single Sign for HDAccess for HDAccess The next section in the General tab is HDAccess In the HDAccess URL field enter the URL for your HDAccess home page In the last section of the General tab you can choose a format for timestamps 1 Select a user name format in the User Name Format drop down menu 2 Select a date time format in the Date Time Format drop down menu QUEST 2013 Quest Software Inc SOFTWARE ALL RIGHTS RESERVED 130 The License Tab This tab holds the requester company and license information for Help Desk Authority Requester Steve Janes Company 4CE Drilling Company License Key DAOCEL42 VERS0 EVLO BSE1 BAE2 BRS1 CID200 CIR1 AXD1 USR YO SFF1 EXP83410202 SPS26090904 Validate IY Unlock to Edit Make sure the Unlock to Edit checkbox is checked if you wish to edit the fields Enter the requester name in the Requester field Enter the company name in the Company field Enter the license key in the License Key field To Import a license key click the Import button and browse to the correct ini file containing your license key data 6 To validate your license key click the Validate button If your key is valid you will receive the following pop up message Ae Se YS System Options Ed A Your license is valid 7 Click the OK button 8 To reset all fields click the Reset button The Directories Tab The Directories tab is used for setting the director
135. e Message Board details take any one of the following steps e Move the cursor over any message that is displayed in the Message Board A Read the Message link will appear Click the Read the Message link to open the Message Board Details window HD Sync Tool Read the Message e From the Main Menu select Tools gt Message Board gt View Message Board S Query Manager Ctrl Q Q HDSearch esse SLES View Message Board Reports Ctrl R Manage Message Board E Quest Free Network Tools Run External Application Manage External Applications e From the Toolbar select Message Board gt View Message Board Ey Message Board View Message Board Manage Message Board QUEST 2013 Quest Software Inc SOFTWARE ALL RIGHTS RESERVED 141 The Message Board details will be displayed in the Message Board as shown below gt Message Board Message Board Jul 26 2010 Help Desk Authority Version 9 1 Coming Soon ScriptLogic is proud to announce the upcoming release of Help Desk Authority 9 1 Packed full of new features and updates version 9 1 will streamline your business even more than before QUEST 2013 Quest Software Inc SOFTWARE ALL RIGHTS RESERVED 142 Email Templates Configuration gt Email Templates Email templates can be used to save time that would ordinarily be spent on repetitive tasks such as notification emails for certain activities occurring in an issue Email te
136. e OK button when finished To delete an activity select the activity from the list and click the Delete button In the confirmation pop up window click the OK button QUEST 2013 Quest Software Inc SOFTWARE ALL RIGHTS RESERVED 190 13 To hide all system generated activities from your list check the Hide System Types checkbox Activity type g Note B ae Minutes Entered By User Helpdesk Administrator kd Activity Date Time 10 7 2011 1 50 29 PM Cost Calculate 7 Billable Under the Activity tab you will notice two counters Activity Total Time and Total Cost shown below These counters will track the time and cost of the issue and will be automatically updated with each new activity in the issue Activity Total Time 900 02 00 Total Cost The Resolution Tab There are two methods available to resolve an issue As discussed earlier you can click the Resolve button on the issue toolbar You can also click the button under the Resolution tab Both actions will populate the Resolved By and Resolved Date fields under the Resolution tab with the current user and the current date and time To resolve an issue from the Resolution tab 1 Click the red resolution button This will populate the Resolved By and Resolved Date fields with the current user and the current date and time 2 Inthe Resolution text area enter any notes that are applicable to the resolut
137. e button then click OK at the prompt 6 Click the OK button when finished or select another tab to enter more information The Asset Tab The Asset tab allows you to associate an asset or assets to the issue if necessary 1 2 The Asset field label is a link Click it to open the Assets window Use the query controls in the top section of the Assets window to view the list of assets available for this issue select the name of the asset you wish to associate with the issue by clicking on the name This will populate the fields in the Asset tab of the Issue window The name of the asset should now be present in the Asset field To edit the asset click the 3 icon To remove the asset from the issue click the a Icon The remaining fields Tag Asset Type Manufacturer Owner and Model will most likely be populated from the information in the Assets window These fields cannot be edited To change the values in these fields open the asset in the Asset window make the appropriate changes then click the OK button The Product Contract Tab The Product Contract tab allows you to attach a product and or a contract to the issue You can also attach a note in the bottom section of the tab if necessary To attach a product 1 In the Product section click the Product field label It is a link that will open the Select Product window 2 You will be presented with a list of products that are currently assigned to the company
138. e custom reports can be designed to your exact specifications and run within the Help Desk Authority interface However the Help Desk Authority filtering features query status and date filters are not available for use with reports that are custom designed with Crystal Reports The custom reports in Help Desk Authority will only work with Crystal Reports version 10 5 or higher If you are using an older version of Crystal Reports the custom reports you have created will not work with Help Desk Authority The custom reports can be accessed by selecting Custom Reports on the report tree as shown below Report Functions Run Report lssues Graphical lssues Statistical Knowledge Base Crystal Report Master Table Reports Functions Products Edit Delete Select Issues C By Query All Data peer Actual Date By Status Relative Date All Data Include Active Inactive Data The Add button is used to add additional reports to the Custom Reports category You do not need to select the Custom Reports category in order to use the Add button since all custom reports will be automatically inserted into the Custom Reports category QUEST 2013 Quest Software Inc SOFTWARE ALL RIGHTS RESERVED 226 Configuring the Reports Directory Although this topic has been covered earlier in this manual it is important enough to repeat You must specify a Reports directory in the System Op
139. e layout you can drag them from the left pane and drop them onto the layout wherever you like The items that are grayed out are already in the layout Required Fields a Asset seort oeeete C FE Asset Requester C abl Date Purchased CI E Location oveeee oeereee oveeee Bi D Vendor oveete lt Company A gt Company 2 Customer 3 To remove an item from the layout drag it to the left pane 4 Elements in the layout can also be re arranged in any manner you wish To move a field label or icon click and drag it to the desired location QUEST 2013 Quest Software Inc SOFTWARE ALL RIGHTS RESERVED 159 Field Properties More options are available by right clicking on a field or label Right clicking will bring up the pop up menu shown below Bring To Front Send To Back Remove Remove Field and Label Properties While you are customizing a window layout you might want to drag and drop several fields to the layout before arranging them At times a field or two may be dropped on top of another field either fully or partially When this occurs it may be difficult to find the field you are looking for when it comes time to arrange the layout This is where the first two options come in handy When fields are stacked in this manner they have a Z Index The Z Index is the relative position of a field in the stack Bring To Front When a field is behin
140. e management enables you to e Link related issues with dependencies promoting easy and logical workflow e Route issues to personnel based on group status and expertise using Skills Based Assignment e Apply your organization s hours of operation to accurately age and manage issues e Link issues to products you support and contracts you service The Issues Toolbar G New Issue E Copy Q Edit Resolve Delete Email Folder E Report amp Print 7o amp TE Create new issue Opens the New Issue window The sub menu allows you to create an issue from a template E Cam Copy issue Copies the issue as follows e Fields copied as is Impact Urgency Priority Requester Company Asset Location Department Issue Type Category Layout Assigned Group Assigned User Phone Product Contract Description Resolution and Custom Fields Summary copies with the original issue number appended to the beginning Created Date is the current date and Created User is the user who copies the issue If the original issue has an Open Status and a defined Sub Status it is preserved when copied otherwise the Status is Open with a blank Sub Status Due Date is newly calculated based on the Priority if applicable Fields set to blank Resolved By Resolved Date and Issue Time Fields not copied Notes Activities Subscription details Attachments and child issues and related issues However if the or
141. e no success in interpreting the contents of the error log you may contact the HDA Help Desk and provide the details of the error log QUEST 2013 Quest Software Inc SOFTWARE ALL RIGHTS RESERVED 283 Note In some cases the AppData folder is not visible by default You may need to change the View Options Show Hidden Files to make this folder visible When extended error logging has been enabled the button will change from Enable Extended Log to Disable Extended Log Once you no longer need extended logging remember to turn it off because it can cause the application to run slowly When extended logging is enabled the title bar of Help Desk Authority will be appended with the text Extended Error Log Mode and a pop up reminder will display in the notification area when you log on The Help Desk Authority Diagnostic Tools window is also available from the HDServer Modules with a list of all of the HDA services installed their statuses the option to start or stop services and a link to the Windows Services Console For more information see the HDServer Modules manual QUEST 2013 Quest Software Inc SOFTWARE ALL RIGHTS RESERVED
142. ed computer Computer Summary Report This report lists the general hardware software and network information discovered during the last audit of each computer Graph Application This graphic report displays the percentage of all applications installed Installations by Manufacturer as a function of manufacturer Graph Computers by This graphic report creates a graph of Number of Computers vs Assignment Tracking Field selected where Tracking Field is Customer Company Department Location or Domain Hardware Installation List Hardware Installation is a list of all installed computer hardware found in the network and the computers the hardware is installed in Hotfixes lists which Microsoft Hotfixes selected have been installed on which specified computers Screen Savers Screen Savers displays a list of screen savers by user for each computer Running a Standard HDAccess Report To run a standard HDAsset report 1 Expand the HDAsset Reports category and select the required report 2 Click the Run Report button QUEST 2013 Quest Software Inc SOFTWARE ALL RIGHTS RESERVED 271 A Typical Report Hardware Installation list is a typical HDAsset report The hardware installed on your audited computers is listed with the name of the computers on which the hardware is installed the serial numbers of the device and the date the hardware was installed The following graphic displays page 1 of this report E
143. elds that can be used to narrow the list of hotfixes displayed in the table The example below shows the default Hotfix list display FY Microsoft Hotfix List Search Microsoft Hotfix Hotfix Name Hotfix Name Article ID Installed NotIinstalled Hotfix KB942288 KB942288 Hotfix KB952287 KB952287 Hotfix for Windows Media Format 11 SDK KB929399 KB929399 Hotfix for Windows Media Player 11 KB939683 KB939683 Hotfix for Windows XP KB2158563 KB2158563 Hotfix for Windows lt P KB915800 4 KB915800 y4 Hotfix for Windows lt P KB942268 3 KB942268 v3 Hotfix for Windows lt P KB951830 KB951830 Hotfix for Windows xP KB952287 KB952267 Hotfix for Windows lt P KB954550 v5 KB954550 v5 Hotfix for Windows xP KB961118 KB961118 The text in the article ID Installed and Not Installed columns are hyperlinks Click on an entry in one of these columns to display the linked information The numbers in the Installed Not Installed columns represent numbers of computers Clicking on one of these numbers will open the Computer list window that will display a list of computers where a particular hotfix has or has not been installed QUEST 2013 Quest Software Inc SOFTWARE ALL RIGHTS RESERVED 267 Clicking on a designator in the Article ID column will launch a web browser to display the relevant Microsoft Knowledge Base article from Microsoft s Help and Support website In the example below we have selected article ID
144. elect a query and click this button to rename it A Edit Query Select a query and click this button to edit it opens the Conditions tab Run Query Select a query and click this button to run it opens the Results tab Delete Query Select a query and click this button to delete it Creating Editing a Query Category Queries are organized into categories These categories are arranged into folders in a directory The two main folders are Issue Queries and Asset Queries Both of these main folders contain two main folders Public and Private The Public and Private folders are system defined You can define as many sub categories under these two folders as you like Queries that are filed in the Public folder are available for anyone to use Queries that are filed in the Private folder are only accessible to the user who defined the folder QUEST 2013 Quest Software Inc SOFTWARE ALL RIGHTS RESERVED 203 To Create Rename or Remove a Query category 1 Choose a Main category for your query issue or Asset and then select the Public or Private folder Click the Add Category icon Enter a name for the new category Press Enter To rename a category either double click the category or select it and click the Rename Category icon Enter the new name and press Enter To remove a category select the category and click the Delete Category icon When prompted for verification click the Yes button oP a
145. em The Resolution field will list the steps taken to resolve the problem The URLs field will contain any URLs with relevant information to the issue The Details Tab The Details tab contains more detailed information regarding the article E Knowledge Base Maintenanc Self Service Statistics Created User i Last Used Date Created Date Read Count Changed User I Found Useful Count Changed Date Not Useful Count Status Attach File Attach Clipboard Attach URL Open With Delete QUEST 2013 Quest Software Inc SOFTWARE ALL RIGHTS RESERVED 239 The top eight fields on this tab are automatically populated e Created User is the user who created the article e Created Date is the date the article was created e Changed User is the user who last updated the article e Changed Date is the date and time of the last change to the article e Last Used Date is the date that the article was last viewed e Read Count is the number of times the article has been viewed e Found Useful Count is the number of times a reader noted the article as useful e Not Useful Count is the number of times a reader noted the article as not useful Below these eight fields is the Status field This contains any information regarding the status of the issue described in the article The bottom section of the tab is used for attachments To view these attachments select the attac
146. en created Click on the company name then click the Select button The company will now be attached to the new requester and the company information fields will be automatically populated with the existing company information as shown below To clear the company information fields click the a GA Requester Add Requester Name Adam Cox S Inactive CG General Custom Fields E HOAccess E Assets Attachments Contracts f Products Company Name Mark ne a Requester Code PO Location Name ae Title Pe Department Primary Phone Pe Address 1 Pe secondary Phone Pe Address 2 Pe Mobile Number Be Cityf 0 Fax Number sss sSCS State Province s Email i i Pid ts Manager not assigned Country Issue History Go Ei Comments a Enter the location name in the Location Name field if it isn t already populated If the new requester is part of a company department select the department name in the Department drop down menu Enter the address in the Address 1 and Address 2 fields Enter the city name in the City field Enter the state or province in the State Province field Enter the postal code in the Postal Code field Enter the country in the Country field Enter the requester code in the Requester Code field The requester code should follow your organization s guidelines for requester codes if they are available 12 Enter the title of the requester in the Title field For example VP of Sales
147. er Checking the Required check box will designate this field as one that is required A small red asterisk will be placed next to the field in the window denoting the requirement The record will not be saved unless all required fields have been completed f Asset Asset Company Text Box Width 256 Height 20 Tab Sequence 99 Text Alignment Pe e The Position Tab This tab includes several fields relating to the size position and alignment of the field The X and Y fields are the coordinates of the field in the window These can be changed for precise positioning The Width and Height fields give the exact dimensions of the field These can also be changed to alter the size of the field The Tab Sequence field displays the numeric value that determines the order of selection when the Tab key is used to move between fields For example the first field in the window will usually have a Tab Sequence value of 1 When the Tab key is pressed the cursor will jump to the field with the next highest Tab Sequence value The default value is 99 and it can be changed to move the item up higher in the Tab sequence if desired The Text Alignment field displays the alignment setting for the field The possible values are Left Right and Center QUEST 2013 Quest Software Inc SOFTWARE ALL RIGHTS RESERVED 161 Asset Asset Company Text Box anti Pointer Font Arial 6 25 Point Font Style Regul
148. er Name a z Password EE Change Password W Use email settings defined in system options Detault Email Template h Cancel 1 If you would like to use the email settings that you have already defined in the System Options check the checkbox labeled Use email settings defined in System Options Otherwise uncheck this checkbox and enter the email settings in the sections above this option 2 Choose between the Use Microsoft Outlook and SMTP radio buttons depending on which email method you will be using 3 If you will be using Microsoft Outlook select a profile to use from the Profile drop down menu This is the only field in this section and it is required 4 If you will be using SMTP enter the SMTP server name the port number and the email address in the appropriate fields These are all required The Email Display Name field is optional 5 Check the My Server Requires Authentication checkbox if necessary and enter the user name and password in the appropriate fields 6 Inthe Default Email Template drop down menu choose the template you would like to use or just leave the default lt Use System Options gt setting as is QUEST 2013 Quest Software Inc SOFTWARE ALL RIGHTS RESERVED 173 The Miscellaneous Tab The Miscellaneous tab contains information for warning messages search preferences issue preferences and dashboard alert options User Options EES
149. ers for deactivation Qf Skip to Finish QUEST 2013 Quest Software Inc SOFTWARE ALL RIGHTS RESERVED 38 Instructions To set up a new user follow the steps below 1 Enter the full name in the Full Name field required 2 Enter the chosen login name in the Login Name field required 3 Enter the chosen password in the Password field required 4 Ifthe new user will be using the Help Desk Authority application for Windows check the Allow Windows Login checkbox 5 If the new user will be using the Web enabled version of Help Desk Authority check the Allow Web Login checkbox 6 If the new user will be required to change his or her password check the User must change password checkbox 7 Click the Add New User button 8 To add new users from the Active Directory using HDSync click the Import users using HDSync link 9 Click the Next button when finished to continue with the wizard or click the Skip to Finish button to jump to the closing screen of the wizard 10 The Undo Changes button can be used at any time to clear all the fields on this screen Example First the data entry fields are completed and the Add New User bution is clicked fs Help Desk Authority Setup Users In this step we will configure users who handle support requests a Undo Changes Full Name Steve K User M Allow Windows Login Login Name iskuser 5 W Allow Web login Password r iv User must ch
150. es Q Friority Mapping Configuration O System Options O Message Board Email Templates E Products Support Contracts E Holidays Operating Hours i Custenzation Custom Fields Customize Window Layouts List Layouts g Security Users Groups and Privileges nective 4 The new issue type will now appear in the list under the issue Type list 5 If you would like to edit or even delete an issue type at any time select the issue type and use the Edit or Delete buttons in the issue Types window QUEST 2013 Quest Software Inc SOFTWARE ALL RIGHTS RESERVED 122 Priority Mapping Issue Management gt Priority Mapping Priority mapping is a feature that allows users to define levels of priority based on impact and urgency for every phase of the Issue lifecycle Priorities are automatically categorized on a scale from highest to lowest The scale is graphically represented on a color coded grid marked with Urgencies and Impacts j Administration amp Requester Management mpacts Requesters Companies External Support 2 Asset Management Name Asset Types Affects Business Asset Manufacturers Asset Vendors Asset Templates E Issue Management oso Affects Group of Users Affects User DE Bee D E gt Issue Templates Issue Activities Issue Categories Issue Sub Statuses Issue Types gt Priority Mapping s lt 5 Aut
151. et Then when adding asset records much of the information for the new asset will already be completed QUEST 2013 Quest Software Inc SOFTWARE ALL RIGHTS RESERVED 109 Creating an Asset Template 1 Click the Add button in the upper right corner of the window This will open the Asset Types window 2 Select the asset type that you will be creating a template for by clicking on the name of the asset type You can double click the asset type name or simply select it and click the Select button This will open the Asset Add window 3 The only required field when building an asset template is the Asset Type field When you select an asset type you will be prompted with the Asset Add pop up window notifying you that Changing the Asset type will change the Custom Fields Click the OK button to close this window 4 Enter the pertinent information in the appropriate fields This information will now be automatically included when this asset template is used to create a new asset Click the OK button 5 The new asset template has now been created and will appear in the asset templates list To create a new asset from this template select the template from the list and click the Create Asset button as shown below Also note that if no asset template is selected the Edit Delete and Create Asset buttons are grayed out ED Administration amp Requester Management Requesters Companies External Support i
152. f the issue list You can enter a number from 1 to 99 manually or you can use the up and down arrow buttons The Preview Pane The preview pane shown below presents the user with a selection of details from the selected issue Summary am unable to connect to the email server Description Requester is having POPS issues Issue No 3 Status Open Requester Jerry Carrick Received On 3 3 2008 11 18 04 AM Company Titan Software Inc Asset Last Activity Description has changed gt by Helpdesk Administrator 8 23 2010 11 36 22 AM 9 Preview You can toggle the preview pane on and off by clicking the 2 icon at the bottom of the page Turning off the preview pane will allow you to view more issues in the issue list Below is an example where the preview pane is hidden You can un hide the preview pane by clicking the J icon at the bottom of the page as shown below QUEST 2013 Quest Software Inc SOFTWARE ALL RIGHTS RESERVED 182 wa Help Desk Authority Helpdesk Administrator Lo j File View Tools Setup Modules Help Q New Issue Q3 Requesters Q Companies E Reports Query MessageBoard KB HDAsset fg Administration gP HDServerModules Quest Free Network Tools Issue Open Issues G New Issue C Copy Edit Resolve Delete I Email I Folder E Report amp Print Default My Open Issues Export Y O Requester Issue Type Location Prionty Received Date Summary Any Activity Type Q
153. fect immediately Name Affects Business Affects Department Affects Group of Users Affects User B E os O BDE oso E Automatically assign issue priorities based on impact and urgency Allow users to manually override priority settings Affects Business Affects Department Affects Group of Users Affects User Skip to Finish QUEST 2013 Quest Software Inc SOFTWARE ALL RIGHTS RESERVED 51 Instructions Adding an Impact 1 Inthe Impacts text field enter the name of the new Impact then click the G button 2 The Impact will now be visible in the Name column of the Impact list Affects Production Affects Business Affects Group of Users Affects User 3 You can delete the Impact by selecting it then clicking the a button When prompted for confirmation click the Yes button 4 To edit the Impact select it then click the button or simply double click the name of the Impact 5 To change the order of your Impacts select one and use the or keys to arrange them Adding an Urgency 1 Inthe Urgencies text field enter the name of the new Urgency then click the button 2 The Urgency will now be visible in the Name column of the Urgency list Urgencies Medium High 3 You can delete the Urgency by selecting it then clicking the a button When prompted for confirmation click the Yes button 4 To editthe Urgency select it then click the button or simply double click the name of
154. field The company code should follow your organization s guidelines for company codes if they are available 4 Enter the main phone number in the Main Phone field 5 Enter the main fax number in the Main Fax field 6 Enter the email domain in the Email Domain field 7 If you have previously set up an HDAccess layout that you would like to use for this new company select it from the HDAccess Layout drop down menu 8 Select the default location from the Default Location drop down menu if there is more than one location associated with this new company Locations are added in the Locations tab If you add a location when adding a new company you can go back to the General tab and select a default location By default this field is blank 9 When creating a new company the Issue History drop down is grayed out as there are no current or past issues with a new company This field can be ignored 10 Enter any comments regarding the new company in the Comment field QUEST 2013 Quest Software Inc SOFTWARE ALL RIGHTS RESERVED 81 A sample of the completed General tab is shown below Company Add Company Name Frohman Sausage Company K Inactive eral Custom Fields Eh Departments 2 Contracts Products RB Assets G Attach Company Information Company Code FROS Default Location Main Phone 388 658 5548 Main Fax 888 689 6231 Email Domain frohman com HDAccess Layout HDAccess Layout
155. fixes as you like A prefix can be any combination of character letter or number up to 32 characters long A prefix can be a user s full name or just initials for example Or a department number or name It can be anything that will help you organize and identify articles Knowledge Base Configuration Add prefixes for forming KB article IDs Prefix Marketing tt 0 a e 2 usa F Smith Make New KE Articles default to Internal use only QUEST 2013 Quest Software Inc SOFTWARE ALL RIGHTS RESERVED 244 To add a prefix to the list enter the value you would like to use in the Prefix field then click the Icon You can store as many prefixes as you like To delete a prefix click the a icon next to the prefix Knowledge Base Categories Knowledge Base articles are managed with categories The categories navigation is located in the navigation pane on the left side of the window as shown below Categories ae Hardware Upgrades cs Printers Network Network Configuration fs Network Connection Ss Server Issues SharePoint Server cs SOL Server IE Software Software Bugs fs Software Installations fs Software Upgrades Adding a Category To add a category or a sub category 1 Select Categories or another main category in the case of creating a sub category then click the P button This will open the Category Value window 2 Enter the name of the new category 3 Click the OK button
156. from the list and click the Select button or you can create a new category to use by clicking the Add button and then clicking the Select button to use the new category You can also create a sub category from this window You can add up to four levels of categories Categories can also be edited or deleted by using the Edit or Delete buttons In the Issue Type drop down menu select an issue type This field is required If the new issue is dependent upon a parent issue meaning the parent issue must be resolved before the dependent child issue is resolved check the Dependent On Parent checkbox In the Priority field select the appropriate Priority from the drop down menu In the Impact field select the appropriate Impact from the drop down menu This is a required field In the Urgency field select the appropriate Urgency from the drop down menu This is a required field You will notice that after selecting a Priority level your selection may be automatically changed when you select an Impact and or Urgency These automatic changes are based upon Priority Mapping settings covered in Chapter 3 In the Priority Mapping section of the Administration window if the checkbox labeled Automatically assign Issue Priorities based on Impact and Urgency is checked your previously selected Priority level may be changed To gain more control over Priority settings you will be able to go back to the Priority field and manually override
157. g common activity types to use in issue management you can quickly update an issue with a previously defined activity Creating an Issue Activity Type 1 Click the Add button in the upper right corner of the window This will open the Issue Activity Type Add window amp Requester Management Requesters Companies External Support 2 Asset Management gt Asset Types On site visit Asset Manufacturers Part ordered Asset Vendors Remote support session Asset Templates Requester Note E Issue Management Technician Note Issue Templates Issue Activities Issue Categories Issue Sub Statuses Issue Types Priority Mapping Configuration System Options Message Board Email Templates Products Support Contracts Holidays Operating Hours Customization Custom Fields Customize Window Layouts List Layouts Security Users gt Groups and Privileges QUEST 2013 Quest Software Inc SOFTWARE ALL RIGHTS RESERVED 116 Activity Tyee mane Inactive Prevent editing once this activity ia added to an issue E Display on Mote tab Mo cost C Cost per incident Cost per time spent Cost per Loys Hours Minutes Round change for actual tome spent i 2 Inthe Activity type field enter a descriptive name for the new activity type This field is required 3 A cost must be defined for your new activity type You have three c
158. ge Add Message Details View Option Help Desk Authority Title Headline ee Message a Start Date Time F End Date Time x 2 Inthe View Option drop down menu select Help Desk Authority HDAccess or Both depending upon which users you would like to see the message 3 Inthe Title Headline text field enter a unique title for the message Note that this will also be the headline that is displayed in the Message board This is a required field 4 Inthe Message text field enter the details of the message 5 Inthe Start Date Time and End Date Time drop down menus select the start and end dates of the message to set the duration These fields are required 6 Click the OK button to save the message and headline Although the message has been created and saved it must still be activated and set in sequence before it will appear in the rotation of messages in the Message Board Be sure to continue with the following steps to complete the process 7 Click the Set Sequence button in the Message Board window The Set Sequence window is displayed as shown in Step 8 QUEST 2013 Quest Software Inc SOFTWARE ALL RIGHTS RESERVED 139 8 Select the Help Desk Authority tab if the message is to be displayed in Help Desk Authority Ey Set Seq uence M Help Desk Authority Message Board Title 4 78 2011 12 00 AM Welcome to Help Desk Authority 1 1 2010 12 00 AM Help Desk Authority for W
159. h a parent child relationship between two or more issues you can do so in this window If a single issue is present in the list and you would like to add an existing issue as its child click the Add Existing button enter the issue number and click the OK button If you would like to add an existing issue as the parent to the issue in the list click the Insert Existing button enter the issue number and click the OK button To use new issues as parents or children use the Add New and Insert New buttons You can also edit or remove an issue 27 To add a summary to the issue enter it in the Summary text field To spell check your entry use the button 28 To add a description to the issue enter it in the Description text field To spell check your entry use the green checkmark button To place a time stamp on your entry use the time stamp button Subscription Management Subscribe Requesters Subscribe Users Primary Requester will be automatically subscribed Add Requester g Veet E tea lt Type user name gt Add Address gt Alicia Lawson gt John Smith 2 Andrew Swanson You can add additional requesters users and additional email addresses to the subscription list by selecting them from the drop down menus To remove an individual from the list click the red X icon next to the name Click the Save button when finished QUEST 2013 Quest Software Inc SOFTWARE ALL RIGHTS RESERVED 188
160. h more data than is shown in the current view QUEST 2013 Quest Software Inc SOFTWARE ALL RIGHTS RESERVED 180 Issue No Origin Sub Status Descripton Resolution Contract ProductName F Open In Progr Expired Norton Open In Progr Office 2010 will Open Assigned Login privileges Open Assigned Requester requi Open New Requester is ha Open Assigned Server issues h Open Assigned Intranet needs s Open In Progr Data wireless Open New Office 2010 inst Open In Progr Database appe Open In Progr Email encyption The issues list grid below contains seven fields and represents a more realistic view for the average user IssueNo Priority Created Date Assigned Group Sub Status Company Description 3 13 2008 11 08 i Open In Progr Titan Software CSET SARE CHEE ORE TARE PEGE TEES SE UT RN Low 3 13 2008 11 10 Admin Open Assigned Titan Software Login privileges need to be reset for the new Low 3 13 2008 11 11 Help Desk Open Assigned Titan Software Requester requires assistance in Microsoft OF High 3 13 2008 11 18 Help Desk Open New Titan Software Requester is having POPS issues High 3 13 2008 11 19 Help Desk Open Assigned Titan Software Server issues have caused multiple connectio Urgent 3 5 200911 12 Admin Open Assigned Titan Software Intranet needs several broken links corrected Urgent 3 5 200911 21 Help Desk Open In Progr
161. he above query will return all issues where the issue number is between but not including 12 and 36 OR and issue where the issue number equals 57 there is only one of course Although effective queries like this and others that are even more complex require something to make them simple This is where grouping comes in Grouping Grouping is simply joining two or more conditions together for simplicity To group conditions 1 Select the first condition to be grouped by clicking on it 2 Select the second condition to be grouped by using Shift click Both conditions will now be highlighted Note that you can only group adjacent conditions together If you want to group two conditions that are not adjacent in the list you can move a condition by clicking on the handle and dragging it to the desired location in the list 3 Click the Group button 4 To ungroup conditions select the group and click the Ungroup button Example 1 Grouping two conditions in a three condition query Or v issue No v Equals iad This is the same query from Example 4 in the last section and it will return the same result but in this case the first two conditions have been grouped together In a query like this grouped conditions are performed first before other conditions It may be helpful to think of the grouped conditions as being enclosed in parenthesis such as in a math problem If the issue number is greater than 12 and less than 36
162. her help resources as outlined below a Help Desk Authority Help Help Desk Authority Quick Start Guide Quest Free Network Tools Help Email Support Customer Feedback Contact Us About Help Desk Authority Hel D a 5 ia Diagnostic Tools Help Desk Authority Help This menu option will open the Help Desk Authority User Manual Help Desk Authority Quick Start Guide This menu option will open the Help Desk Authority Quick Start Guide to assist new users in getting started with Help Desk Authority Quest Free Network Tools Help This menu will open the Integration Guide Email Support This menu option will open a new email in your email editor that is addressed to the Help Desk Authority support team Customer Feedback This menu option provides a link to the Help Desk Authority customer feedback page on our website Contact Us This menu option provides a link to the Contact Us page on our website QUEST 2013 Quest Software Inc SOFTWARE ALL RIGHTS RESERVED 19 About Help Desk Authority This menu option opens a pop up window containing version and build information Diagnostic Tools This menu option opens a window for extended error logging to troubleshoot issues with Help Desk Authority See Chapter 12 for more information The Toolbar The Toolbar contains icons that enable you to access the commands that are used most frequently by Help Desk Authority users When you select a
163. hment and click the Open With button then select the appropriate application The Keywords Tab The keywords connected to the article are used for searching When a user types a word or phrase into the search box Help Desk Authority scans the keywords of articles to find matches Knowledge Base Maintenance EB Article Keyword Network connection is down Network Connection IF address QUEST 2013 Quest Software Inc SOFTWARE ALL RIGHTS RESERVED 240 The Related Articles Tab Often a Knowledge Base article will have articles that are similar or are related to the same issue By relating these articles searching the Knowledge Base for an answer to a problem will be easier In the article below with the Related Articles list shown there are two related articles When you see related articles like this you can select them from the Preview tab and read more on the related issue Knowledge Base Maintenance E6106 need Power Point installed on my PC to complete a presentation KB 104 need Microsoft Power Point installed on my PL QUEST 2013 Quest Software Inc SOFTWARE ALL RIGHTS RESERVED 241 The Preview Tab The Preview tab displays the Knowledge Base article in HTML format just as it would appear in HDAccess From the Preview tab you can print the article by clicking the Print Article link You can also email the article by clicking the Email Article button Near the bottom
164. hoices 4 No cost Check this radio button if there will be no cost associated with the activity type 5 Cost per incident Check this radio button if there will be one fixed cost per occurrence of this activity type Enter this cost in the text field provided 6 Cost per time spent Check this radio button if the cost associated with this activity type will be based upon the time spent performing the activity Enter a cost in the text field provided then specify that cost by entering a number in the Days Hours or Minutes text fields For example if you will be basing the cost on a rate of 25 hour enter 25 in the Cost per time spent field then enter 1 in the Hours field 7 You can also round the charge for actual time spent with the drop down menu to the right of the Cost Per Time Spent fields 8 Once this activity type is used in an issue making changes to it will potentially create confusion To avoid this check the check box labeled Prevent editing once this activity is added to an issue 9 Check the Display on Note tab checkbox if you would like the activity to be entered as a note also 10 Click the OK button 11 The new activity type will now appear in the activity type list 12 If you would like to edit or even delete an asset template at any time use the Edit and Delete buttons in the activity type window QUEST 2013 Quest Software Inc SOFTWARE ALL RIGHTS RESERVED Is
165. ies Priority Mapping lt lt Back Skip to Finish From this window you can set up e Directories e Groups and Privileges e Users e Companies e Requesters Assets e Email Options e Priority Mapping QUEST 2013 Quest Software Inc SOFTWARE ALL RIGHTS RESERVED 32 Navigation You can navigate through the wizard with the Back and Next buttons or with the icon slider shown below Aanand gE BJA vy With either navigation method you can move forward and backward at any time You also have the option of skipping various sections and completing the wizard by using the Skip to Finish button Most screens in the Configuration Wizard also contain a Reset button You can use this button to clear all fields at any time Directories The first step in the Configuration Wizard is the directory set up Here you can assign directories for Attachment Files Custom Reports and Search Index for users using the HDSearch module Introduction The Directories screen is shown below p Help Desk Authority Setup Directories In this step we will set up the directories for attachment files custom reports and the search index if you are using HO Search a Undo Changes Attachments Search Index C Program Files ScriptLogic Corporation Help Desk Authorify Common Folder indexes Reports C ReportsDir aa Skip to Finish QUEST 2013 Quest Software Inc
166. ies for Attachments Search Index and Reports Attachments C Program FiesiScrptLogic CorporationiHelp Desk Authority Common Fokler Atiach Search index C WProgram PiesiScrptLogic CorporationiHelp Desk Authorty Common Fokberiindexes Reports C WReportsDir amm Picase select shared folders on a common network drive so that all Help Desk Authority users may properly access them For each of the three fields browse to the folder location that you would like to use When finished click the Save button QUEST 2013 Quest Software Inc SOFTWARE ALL RIGHTS RESERVED 131 The Email Settings Tab The Email Settings tab contains the fields for configuring your email with Help Desk Authority Use Microsoft Outlook M Route outgoing emails through HDMail SMTP Allow HDMail to add Ce addresses as subscribers when Processing incoming emails SMTP Options SMTP ServerName A Port No 25 Use SSL Default a5MTP port is 465 Email Address ine o Email Display Name My Server Requires Authentication Usemame Paseword Default Email Template lt Default gt a Skip attachments while forwarding an issue by email Allow HTML content on emails applies to email features of entire Help Desk Authority suite 1 Select either the Use Microsoft Outlook or SMTP radio buttons depending on your preferred configuration Note that if you choose SMTP the SMTP options will need to be completed an
167. iew Tools Setup Modules Help Main Menu a oolbar Issue Search NewIssue Q9 Requestes Gj Companies Reports Q Query MessageBoard KB HDAsset a Administration gP HDServer Modules Quest Free Network Tools Issue Open Issues G New Issue Copy Z Edit Resolve Delete Email C Folder E Report amp Print Default Favorite Queries Export Y S okies Requester IssueType Location Priority Received Date Summary Any Activity Type Query Manager AdamCox Incident Kansas City High 3 13 2010 11 07 AM My anti virus has expired on my laptop New Issue Note On site visit A Adam Cox Incident Kansas City High 3 13 2010 11 10 AM New Employee needs Network Login Privileges established Issue Type Changed HDAutha Walter Cobb Incident Kansas City Urgent 1 5 2011 11 10 AM Several links not working on the Intranet Site New Issue Henry Canova Service Request Kansas City Medium 1 5 2011 11 21 AM need Power Point installed on my PC to complete a presentation Walter Cobb Service Request Kansas City High 1 5 2011 11 30 AM Unable to import excel files into the accounting database E Default HDAutoEscalate Rules ca Private E Default ca System E Default Issue Asset List New Issue IS ko Pm we I New Issue Navigation My Open Issues lt lt lt Page 1 Of 1 5 items total Show 100 perpage Ge Refresh Refresh every 0 minutes Summary Preview Pane Several links not working on the In
168. iginal issue has a parent it is preserved QUEST 2013 Quest Software Inc SOFTWARE ALL RIGHTS RESERVED 178 Edit Issue Opens the Issue Edit window Resolve Resolve issue Marks the selected issue as resolved with a status of Closed Delete Issue Deletes the selected issue te Email Compose email Opens the compose Email window to send an email regarding the selected issue J Folder Add to folder Opens the Add Issue to Folder window Report issue Opens the Report View window i Print Print issue Prints the issue Next to the issues toolbar are three drop down menus described below The List Layout Menu Tester Layout ry Refresh Issue List Layouts This drop down menu allows you to choose which list layout to use In the example above you can choose from All Fields Default and a sample list layout called Tester Layout Select Refresh Issue List Layouts to make sure you have a complete list of all current issue list layout options The Favorite Query Menu LI All Issues From Today ig All Overdue Open Issues My Issues From Today My Open Issues My Overdue Open Issues My Recent Issues Refresh Favorite Queries This drop down menu allows you to determine which issues will appear in the issue list QUEST 2013 Quest Software Inc SOFTWARE ALL RIGHTS RESERVED 179 The Export Menu This drop down menu allows you to choose a format for export
169. igned User t Due Dates by Company Knowledge Base S Due Dates by Group rs KB Details Ss Issue Detail by Company A KB Self Semice Statistics S Issue Detail With Activities 2 Modified KB Articles rs Issue Details rs New KB Articles A Issue Report by Assigned Person res Related Articles Ss Issue Summary Master Table Reports A lssue Summary by Company A Asset Manufacturers S Issue Summary With Activities ro Asset Types S Related Issues rs Asset Vendors cs Summary Calls by User rs Departments cn Summary Calls by Category cn Issue Actvity Types rs Issue Categories rs Issue Types c Priorities A Sub Status Codes Products ks Products cn Products by Company Requester QUEST 2013 Quest Software Inc SOFTWARE ALL RIGHTS RESERVED Standard Reports To run a standard report 211 1 Click the Reports icon in the toolbar or from the Main menu select Tools gt Reports This will open the Reports window as shown below lssues Statistical Knowledge Base Master Table Reports Products ES ol ls AA H OoooocCcoceO Select Issues a Data Find By Status All Data Include Active Inactive Data QUEST SOFTWARE Report Functions Run Report Crystal Report Functions Edit Delete Date Type Actual Date Relative Date 2013 Quest Software Inc ALL RIGHTS RESERVED 212 2 The report categories are in tree structure Expand a category by clic
170. iguration Wizard enables you to configure many of the important settings of Help Desk Authority from one location This allows you to begin working with Help Desk Authority right out of the box Note that most of the time the items that can be set up in the Configuration Wizard will be set up under the Administration tab via the Administration window For detailed instructions on these items please review Chapter 3 Administration The Configuration Wizard is accessed from the Setup menu as shown below User Options System Options Configuration Wizard Er Administration QUEST 2013 Quest Software Inc SOFTWARE ALL RIGHTS RESERVED 31 Welcome Screen When the Configuration Wizard begins the Help Desk Authority Setup window opens as shown below This window will also appear on start up after installing Help Desk Authority 9 x for the first time Welcome In this wizard we will set up some of the basic data required to use Help Desk Authority The wizard provides some suggestions for common values you may wish to use At any time you may choose to skip to the end of the wizard and save or cancel to finish later You can re open this wizard at any time from the setup menu The eight steps in this wizard are shown below They are represented by the standard HDA icons that are used throughout the application Directories Ssl Requesters ey Groups and Privileges Assets OF Gig Email Options Compan
171. ile Attach clipboard Attach URL Open With Delete fm Copy 1 of Manual NHL Hab HDAcces 3 If you would like to attach a URL website address to a company click the Attach URL button This will open the Attach URL window shown below Enter the web address in the Web Address field and the description in the Description field Both fields are required Note that the web address must contain http Attach URL Web Address http Awww scriptlogic com products help desk authority Description Help Desk Authority information on the ScriptLogic website 4 Click the OK button QUEST 2013 Quest Software Inc SOFTWARE ALL RIGHTS RESERVED 99 In our example a URL for Help Desk Authority on the Quest website has been added as shown below O Attach File Attach Clipboard Q La m Copy 1 of Manual Zoom NHL Habs HDAcces Internet url Goal Horn 4 waw 5 Added attachments can be viewed by single clicking the attachment to highlight it then clicking the Open With button or by double clicking the attachment 6 Added attachments can also be deleted by single clicking the attachment to highlight it then clicking the Delete button To finish setting up a new company 7 Decide if the company will initially be active or inactive If inactive check the Inactive checkbox to the left of the Company Name field Otherwise leave the box unchecked 8 The new c
172. ill appear under this tab art Vandalay Cancel QUEST 2013 Quest Software Inc SOFTWARE ALL RIGHTS RESERVED 65 Following the Custom Fields tab is the HDAccess tab shown below If you will be granting HDAccess login privileges to the new requester take the following steps in this tab Requester Hame rt andain A y General E Custom Fields Grant Requester HDAccess Login Privileges Login Mame Password Cannot Change Password View Company lasues Must Change Password View Department issues E Active Derectory User B View Lacalion issues Disable Single Sign on Last Login 1 Click the Grant Requester HDAccess Login Privileges checkbox 2 Enter the login name in the Login Name field 3 Enter the password in the Password field 4 Ifthe changing of passwords will be handled by the Administrator and not the requester check the Cannot Change Password checkbox 5 If the requester will be required to change his password check the Must Change Password checkbox 6 If you want the requester to be able to view all company issues check the View Company Issues checkbox 7 If you want the requester to be able to view all department issues check the View Department Issues checkbox 8 If you want the requester to be able to view all location issues check the View Location Issues checkbox 9 If the new requester has been created using HDSync the Active Directory User che
173. in the contract list as shown below Once a contract is linked to a requester it can be edited or deleted using the Edit or Delete buttons QUEST 2013 Quest Software Inc SOFTWARE ALL RIGHTS RESERVED 74 The final tab in the Requester Add window is the Products tab From this tab you can add products to a requester The Products tab is shown below rs Requester Edit Requester Name art Vandalay L Z cerca Con Fens G Hoas C Product Name Reference No PO No To add a product to a requester 1 Click the Add button This will open the Requester Product Add window QUEST 2013 Quest Software Inc SOFTWARE ALL RIGHTS RESERVED 75 2 Select a product from the Product List drop down menu as shown below required wd m j 5 quester P D duct Add Product List Product Name x Track CS Track Financial Manufacturer x Track HR X Track Purchasing Product Information x_Track QA X Track Sales Manufacturer Information Reference No PO No Comments inactive 3 The Product Name Manufacturer Product information and Manufacturer Information fields will be automatically populated with the product data 4 Enter a reference number in the Reference No field if needed Enter a purchase order number in the PO No field if needed 6 Enter any comments in the Comments field oi QUEST 2013 Quest Software Inc
174. indows amp Web 1 1 2010 12 00 AM HDAccess 1 1 2010 12 00 AM HDMail 1 1 2010 12 00 AM HDAutoEscalate 1 1 2010 12 00 AM HDSyne Tool 1 1 2010 12 00 AM HD Search 1062011 12 00 AM njhdn E C Display in Ascending Date Order E Display in descending date order Use shift Up Down arrow keys to change sequence using keyboard ar 9 Check the checkbox in the Headline column to activate the message 10 If there are multiple messages in the window select the new message by clicking anywhere in the row then use the up and down arrow buttons to the right of the message list to set the sequence Note that the messages can be set to display in ascending or descending order by checking the appropriate checkbox located under the message list 11 If the message is to be displayed in HDAccess select the HDAccess tab and repeat Steps 9 and 10 12 When finished click the OK button to save the sequence 13 In the Manage Message window click the Close button 14 To edit an existing message select the message and click the Edit button This will open the Message Edit window Click the OK button when finished 15 To delete a message select the message and click the Delete button QUEST 2013 Quest Software Inc SOFTWARE ALL RIGHTS RESERVED 140 Viewing the Message Board Details As explained in the previous section you can create detailed messages to complete the headlines displayed in the Message Board To view th
175. information QUEST 2013 Quest Software Inc SOFTWARE ALL RIGHTS RESERVED 199 Tabs in the Asset Add Window The bottom pane of the Issue window consists of three tabs as shown below Each tab will be explained in detail Note that if an icon on a particular tab has a green star affixed to it this indicates that the tab has been updated and contains information If the tab can contain only one piece of information it will simply display the green star If the tab can support multiple pieces of information a count in parentheses will follow the tab label 3 Attachments 1 Attachments 1 The General Tab 1 Select the manufacturer name from the Manufacturer Name drop down menu 2 Select the model type from the Model drop down menu 3 Enter the serial number in the Serial Number field 4 Enter the part number in the Part No field if applicable 5 Select the vendor name from the Vendor Name drop down menu 6 Inthe Date Purchased field select the date from the calendar drop down 7 Enter the price in the Price field 8 Enter the purchase order number in the PO Number field 9 The Entry Method field will be completed automatically and cannot be edited 10 Enter any comments you would like to make in the Comments text box The Custom Fields Tab lf there are any custom fields in the issue they will appear here in the Custom Fields tab Complete any custom fields that are necessary The
176. ing an issue View Separate Window Icon The E icon will break out the issue list window into a separate window The Issues Filter Pane j The T icon next to the drop down menus opens the Issues Filter Pane In the example below the option has been selected to show the filter The filter appears immediately above the issue list Filter v Assigned User yi fin z john Smith Mri Add Condition 1 joel Habib o o zi apply Reset lt Click to add gt From this view the current query can be edited to suit your needs The controls are very similar to the Query window controls The button will remove the selected conditions from the query The Q aaeeeiai button will add a new condition to the query The Apply button will apply the changes you have made to the existing query The _ Reset button will remove all conditions from the query The Issues List Grid The issues list grid is the main area of the window when Issues is selected in the Navigation Pane The issues list grid lists all the issues that match the criteria of the current issue list layout You can display as much or as little information in the issues list as you like by customizing issue list layouts in the Administration window as discussed in the previous chapter The example below shows the default All Fields Notice the horizontal scroll bar at the bottom of the grid Sliding the scroll bar to the right will reveal muc
177. inistration icon in the Toolbar When you select a command a selection window is presented as shown in the sample Requesters window below amp Requester Management gt Requesters Requester Name City gt Companies External Support Requester Code P State P Baa Company P Postal Code P Asset Manufacturers Email Country Asset Vendors Primary Phone 0 gt Asset Templates Note You may enter partial or full search criteria above E Issue Management Issue Templates Requester Name CompanyName Email Issue Activities Issue Categories Issue Sub Statuses Issue Types Priority Mapping 2 Configuration System Options Message Board Email Templates Products Support Contracts Holidays Operating Hours Customization Custom Fields Customize Window Layouts i List Layouts E Fa ae Fax Number Location Name Requester Name Requester Code Title Company Name gt Users 9 Preview Groups and Privileges A significant change from Help Desk Authority version 8 3 to version 9 is the introduction of the Administration task group located in the Administration window A detailed explanation can be found in The Administration chapter QUEST 2013 Quest Software Inc SOFTWARE ALL RIGHTS RESERVED 26 At this point you can perform several tasks e Enter the selection criteria and then click the Search button to retrieve the recor
178. ion Use the button to include the date and time of the note and use the ea button to check the spelling of the note 3 Click the OK button when finished or select another tab to enter more information QUEST 2013 Quest Software Inc SOFTWARE ALL RIGHTS RESERVED 191 The Custom Fields Tab If there are any custom fields in the issue they will appear here in the Custom Fields tab Complete any custom fields that are necessary The Attachments Tab Use the Attachments tab to include any attachments necessary in the issue 1 To attach a file click the Attach File button browse to the correct file in the Open window and click the Open button The file will now be attached to the issue To attach an Item or items on the clipboard click the Attach Clipboard button The file s from the clipboard will now be attached to the issue 3 To attach a URL click the Attach URL button This will open the Attach URL window Enter the Web Address URL in the Web Address field then enter a description in the Description field both fields are required Click the OK button when finished Note that you must include http with the URL 4 To open an attachment right click on the attachment and select the application you would like to use to open the file or select the attachment and click the Open With button then select the application of your choice 5 To delete an attachment select the attachment and click the Delet
179. is comprised of one large text field Enter any notes or comments about the user here Groups and Privileges User is a part time employee Only call between Noon and 5 P M EST QUEST 2013 Quest Software Inc SOFTWARE ALL RIGHTS RESERVED 170 The Skill Tab The Skill tab contains the specific skills the user may specialize in as well as the skill level for each These definitions make it easier to assign an issue to a specific user who may be more qualified to handle the issue than another user El Categories iii General Category Di as ie El Deslaop Skill Level Basic tc t lt itsi s s s SY i Add S J Peripheral li Keyboard la Monitor A Mouse li Printer Ell Server IHl App Server ne Domain Controller iyi Internet Ej Network 8 H Email E Exchange iji Web Mail W Firewall Edit Remove To assign a skill to a user 1 Select a skill from the cascading list on the left The skill will then appear in the Category field on the right 2 From the Skill Level drop down menu select the skill level that applies to the chosen skill 3 Click the Add button The skill and skill level will now appear in the skills list on the lower right side of the window 4 To edit a skill level select the skill from the assigned skills list and click the Edit button This will open the Skill Edit window Select the new skill level from the Skill Level drop down menu the
180. issue category at any time use the Edit and Delete buttons in the Issue Category window QUEST SOFTWARE 2013 Quest Software Inc ALL RIGHTS RESERVED 119 Issue Sub Statuses Issue Management gt Issue Sub Statuses By default Helo Desk Authority is installed with four pre defined issue statuses e Open e Closed e Pending e Suspended These issue statuses cannot be changed but you are able to create sub statuses under each of these issue statuses You can name them anything you like to fit the operations of your help desk Below are some examples Status Possible Sub Statuses Research Assigned Call Back Pending Pending user Approval Waiting on customer Pending QA Action QUEST 2013 Quest Software Inc SOFTWARE ALL RIGHTS RESERVED 120 Creating an Issue Sub Status 1 Inthe Issue Status drop down menu choose the issue status under which your new sub Status will fall 2 Click the Add button in the upper right corner of the window This will open the issue Sub Status Add window 3 Enter the name of your new issue sub status in the Sub Status field 4 Click the OK button Companies External Support amp Asset Management Asset Types Asset Manufacturers Asset Vendors Asset Templates Issue Management Issue Templates Issue Status Open Oo Issue Activities Sub status name Deste tt t t Csi i i tsS gt
181. ivileges window allows for the selection of multiple privileges to be permitted for a group and multiple users can be assigned to that group e The Linked Products tab in the Contracts window allows the linking of multiple products to a contract e The Issue Report tab in the Email Template window allows the selection of multiple issue fields to define an issue report In addition to multiple selections certain windows will allow you to choose the order in which the selections appear An example of a selection list is below r Email Template Ada Activity Activity Billable Created Date Activity Activity Note Activity Time Spent Activity Date Time Activity Entered By Created User Department Description Impact Issue Type Location Origin QUEST 2013 Quest Software Inc SOFTWARE ALL RIGHTS RESERVED 28 ltems on each side of the list window can be moved to the opposite side by using the arrow buttons as described below pi Move selected item to the right gt Move all items to the right lt Move selected item to the left F Move selected item up one spot on the list Move selected item down one spot on the list Once all items are in the correct location click the OK button Keyboard Shortcuts For users who prefer to use keyboard shortcuts over mouse clicks Help Desk Authority now enables you to pre define fifty eight different keyboard shortcuts to increase your pro
182. k 7 Click the Next button when finished to continue with the wizard or click the Skip to Finish button to jump to the closing screen of the wizard 8 The Undo Changes button can be used at any time to clear all the fields on this screen on Example The Name Asset Tag Asset Type and Serial Number fields have been completed with the information regarding the new asset Help Desk Authority Setup Assets In this step we will enter assets Asset records allow you to keep track of information about items for which people may request support and later track their issue history a Undo Changes Name Asset Tag SRX Server SRX 221 Asset Type Serial Number Desktop Computer 11452 33654 Add New asset Import assets using HDAsset H Asset Name ial Nu Asset Tag Averatec Notebook HR1 NOTEBOOK4496 Brother Fax Admin 2 3 FAXT576 Canon Fax Sales 1 o66 006 FAX3496 Canon Printer 1st Floor 6367 2437 9697 PRINTERS349 Canon Printer 2nd Floor 4143 5160 6653 PRINTER2233 Canon Printer 3rd Floor 6017 2425 3426 PRINTER6297 Canon Printer 4th Floor 7724 25684 2673 PRINTER4205 Canon Scanner C51 7526 6124 9726 SCANNERG396 Casio Printer Admin 4 T2652 PRINTER2325 agyat bdk Sp to Fh The Add New Asset button has been clicked and the new asset is now visible in the Asset list QUEST 2013 Quest Software Inc SOFTWARE ALL RIGHTS RESERVED 48 Email Options The Email Options window enables you to configure prefe
183. king the before the category then select the report you wish to run i Assets Company Requester Contracts Custom Reports HDAsset Reports El Issues g gt Billing Summary r Deleted Issues cE Due Dates by Company 2 Due Dates by Group 3 If available Select Issues By Query By Status or All Data In the Select Issues section shown below select the issue data you would like to see in the report Select Issues c By Query k By Status All Data By Query Use the data resulting from a predefined Query in the report When you choose the By query radio button the Find button is enabled Clicking the Find button will open the Query Manager window where you can select the query you would like to use At report run time the query will be executed and the report will be generated using the data resulting from the query By Status Base the report only on issues with a particular status When you select the By Status radio button the drop down menu will be activated Select the status that you want to include in the report All Data Base the report on all issue data These options are only available in reports from the Issues category as well as the Percentage of Issues Report in the Issue Graphical category 4 Inthe Date Type pane if available select the Date Type You have three choices Date Received Date Resolved and Due Date You can set a date
184. l the hardware on Hardware Master a network oe Software Master Opens the Software Master oftware Master Details window allowing you to inventory the Microsoft Hotfix software of the network Microsoft Hotfix Opens the Microsoft Hotfix List Screen Savers window allowing you to examine a record of all Microsoft hotfixes and updates on the network Screen Savers Opens the Screen Savers window QUEST 2013 Quest Software Inc SOFTWARE ALL RIGHTS RESERVED is Administration EF HDServer Modules E Quest Free Network Tools Customizing the Toolbar 20 allowing you to view the screen saver settings on all audited asset computers in the network Administration Opens the Administration window From here you can complete tasks in Requester Management Asset Management Issue Management Configuration Customization and Security HDServer Modules Opens a new window with a Navigation pane containing the Help Desk Authority Server modules including HDAutoEscalate HDMail HD Sync Tool and HDSearch SI360 Tools Opens a new window containing all of the tools included in Quest s sI360 Tools package The network monitoring tools included are Cisco Configurator DNS Audit Encrypted Credential Store Enhanced Ping Graphical Ping MAC Scan Network Discovery Network Inventory Ping Scan Port Scan SNMP Scan Switch Port Mapper Syslog Server TFTP Server Trace Route Traffic Jam Wake on
185. ld like to be available for user dos the HDAccess portal To move activity types from the Available list to the Selected list simply highlight an activity type and use the arrow keys to move it from one list to the other Use the double arrow keys to move the entire group of activity types Select Activity Types to be visible for requesters in HDAccess portal Available Activity Types Selected Activity Types Requester Note Issue Reopened Requester Approved Description Changed HDAuthority Issue Type Changed HDAuthority Called Requester Closed Email from Requester Email from User Email Sent Emailed Requester New Issue Note On site visit Part ordered Remote support session Requester Rejected Technician Note Assigned Group Changed HDAuthority Assigned User Changed HDAuthority Category Changed HDAuthority Requester Changed HDAuthority Impact Changed HDAuthority Status Changed HDAuthority Sub Status Changed HDAuthority Summary Changed HDAuthority Urgency Changed HDAuthority QUEST 2013 Quest Software Inc SOFTWARE ALL RIGHTS RESERVED 134 The Issue Ticket Tab In the Issue Ticket tab it is possible to add new report templates for issue reports When a new report is added it will appear in the Issue Ticket drop down menu of the Select Issue Ticket window You can also change the order of the reports and delete reports from this tab Wy Default Issue Repo
186. le e Custom fields e Customize Windows layouts e Issue list layouts Custom Fields Customization gt Custom Fields Help Desk Authority allows you to create custom fields for assets companies customers and issues QUEST 2013 Quest Software Inc SOFTWARE ALL RIGHTS RESERVED 153 Creating Editing and Deleting Custom Fields To create a custom field 1 Inthe Custom Fields For drop down menu select Assets Companies Requesters or ISSUES COMPANIES ASSETS COMPANIES REQUESTERS ISSUES Custom Fields For ASSETS P Administration Q amp I Requester Management Requesters Companies External Support amp Asset Management Asset Types Asset Manufacturers Asset Vendors Asset Templates E Issue Management Column Name RG Column Name Issue Templates Issue Activities Issue Categories Issue Sub Statuses Issue Types Priority Mapping Configuration System Options Message Board Email Templates Products Support Contracts Holidays Operating Hours Customization Custom Fields Customize Window Layouts List Layouts ff Security Users gt Groups and Privileges Column Type Column Length Column Label Default Value Required Selection Table Selection List Values i Add Inactive 2 Click the Add button This will open the Custom Field Add window 3 Enter
187. lect which privileges to allow or revoke for your new group Select the privilege and use the arrow buttons to move it to the preferred list Allowed or Revoked 6 Inthe Users section of the Groups tab select users from the Users not in Group list and move them to the Users in Group list using the arrow buttons 7 Once your group has been created click the OK button 8 Once you have created several groups they can be prioritized within the group list The group highest in the list will always take precedence over lower groups Group priority is important when a user belongs to more than one group To prioritize a group select the group and move it up or down in the group list using the and buttons QUEST 2013 Quest Software Inc SOFTWARE ALL RIGHTS RESERVED 176 9 To edit a group select the group and click the Edit button This will open the Groups Edit window Make the edits to the group then click the OK button 10 To delete a group select the group and click the Delete button When prompted click the OK button to confirm the deletion The Privileges Tab Administration amp Requester Management Requesters Companies External Support E Asset Management Asset Types The Privileges tab is shown below i Name Asset e i Users With Privilege Revoked Groups With Privilege Revoked Asset Manufacturers Asset Vendors Asset Templates E Issue Management
188. ll contain additional information related to the immediate content where the note is found Notes are a reminder of important things to consider when performing a task or procedure in Help Desk Authority Alerts contain important information pertinent to the material discussed in the text They often accompany detailed instructions vital to a task or procedure in Help Desk Authority We recommend that you keep a copy of this manual close by for quick reference Help Desk Authority is a very intuitive application and this manual will assist you in discovering the powerful more detailed features that it has to offer To get you started please review our new Quick Start Guide QUEST 2013 Quest Software Inc SOFTWARE ALL RIGHTS RESERVED 11 Installation of Help Desk Authority The Installation of Help Desk Authority now includes the Installation of the HD Server Modules Please see the Help Desk Authority Installation Guide for instructions and system requirements QUEST 2013 Quest Software Inc SOFTWARE ALL RIGHTS RESERVED 12 Chapter 1 Navigating Help Desk Authority When you initially log into Help Desk Authority the main window is displayed There are six regions of the window as shown below They are e The Main Menu e The Toolbar e The Issue Search e The Navigation Pane e The Issue Asset List e The Preview Pane e The Status Bar e Help Desk Authority Helpdesk Administrator File V
189. lp Desk Authority version 9 now includes a Priority Mapping feature as described in detail earlier in this chapter under Issue Management gt Priority Mapping that conforms to ITIL Information Technology Infrastructure Library standards and best practices In short ITIL is a set of concepts and practices used for managing an IT organization Included in these practices is a method of assigning Priority to an item based upon Urgency and Impact With the addition of the Priority Mapping feature two additional fields are now standard in the default issue layout Impact and Urgency As a user you can chose to use this new method to automatically assign a Priority to an issue by assigning an Impact and an Urgency However if you prefer to simply use the Priority field alone you will need to create a custom layout Examples of each are shown below Notice the addition of the Impact and Urgency fields in the sample ITIL layout The Standard Layout Note the added Impact and Urgency fields A Issue Number 9 Edit e d E Save C coy E delete fesove GB KBase E Email CF Subscribers E Repor D Company EEA j a Received On V201 11 21 34 AM Priority Medium Requester Henry Canova j a a status Open by Impact Affects User Y i Location Kansas City k Sub Status Assian ed Urgency Low a i Department fae Category Software Office Power Assigned Group HDA Admins Pie a13 2584981 Issue Type Service Reque
190. ly select the A field and use the and buttons to move a field up or down in the order Once your selected fields are in the preferred order you will have the ability to order the data in each field by using the Sort Fields list Select the fields upon which you would like to sort the data then move them to the Sort Fields list using the button You can always move them back using the button Select Ascending or Descending from the Sort Direction drop down menu 7 The fields can be prioritized in the Sort Fields list with the and buttons For example in the list below the issues will be sorted first on Received Date Ascending then issue Number Ascending and finally Summary Descending Sort Fields Field Name Sort Direction Received Date Ascending Y Issue No Sscenading Summary Descending v To delete a layout select the layout from the Available List Layouts list and click the Delete Layout Bao To rename a layout select the layout from the Available List Layouts list and click the Rename button To make a layout the Default layout select the layout from the Available List Layouts list and click the SE Make Default Layout button QUEST 2013 Quest Software Inc SOFTWARE ALL RIGHTS RESERVED 165 Security Help Desk Authority s security is structured around groups A group is a collection of users who are assigned specific security permissions Groups are named in a manner
191. mplates can contain text and field values from issues Creating an Email Template 1 Click the Add button in the upper right corner of the Email Templates window This opens the Email Template Add window 2 There are two tabs in the Email Template Add window Select the Custom Message tab 3 Enter the email subject for your template in the Text to appear in Subject area of notification e mail text field 4 If you would like to include the issue number in the subject of the email check the Include Issue No in the subject checkbox 5 Inthe large text field enter the text that will make up the body of the email If you would like to use field data from the issue within your email follow the steps below 6 Click the Insert Field button or right click anywhere in the large text field 7 Select the field you would like to include from the pop up menu 8 Repeat these steps for any field data you would like to insert in your template 9 If you would like to include the URL of the issue in HDAccess in the email check the Include direct HDAccess URL of current Issue in the body checkbox T xt to appear in the subject of the email Your issue has been resobred Issue No issue Noe Text to appear in the body of the email before the issue report lngert Fields This email is to notify you that issue lt lS ISSUE _NO gt has been resolved as of lt S_RESOLVED_DATETIME by 5 RESOLVED _ EY _USE
192. n a contract Note that this can be adjusted Help Desk Authority allows you to configure your own set of holidays The Holidays window will present a list of all the holidays that have been defined Checking the Show Past Holidays checkbox will add holidays that have already past to the list Note that Help Desk Authority does not come with any pre defined holidays Each holiday recognized by your organization must be added individually either in the Configuration Wizard or via Administration QUEST 2013 Quest Software Inc SOFTWARE ALL RIGHTS RESERVED 149 RA Requester Management l Show Past Holidays Requesters Companies External Support i Asset Management Asset Types Asset Manufacturers Asset Vendors Asset Templates Issue Management Issue Templates Issue Activities Issue Categories gt Issue Sub Statuses Issue Types Priority Mapping EJ Configuration System Options Message Board Email Templates Products Support Contracts Holidays Operating Hours fg Customization Custom Fields Customize Window Layouts List Layouts g Security Users Groups and Privileges 11 11 2011 1124 2011 12 252011 0101 2012 MLK Jr Day 20 Presidents Day Memorial Day 2 Independence Labor Day 2012 Veterans Day 2 Thanksgiving 2 Christmas 2012 New Year s Day MLK Jr Day 20 Presidents Day Memorial Day
193. n an application from a license group right click on the group and select Un assign Application as shown below 0 are Master Details Software A Product Manufa All Software IEN D Microsoft Products MICROSOFT CC E Cranberry Office 20 ee aeaa A AS CL MICROSOFT NET FRAME MICROSOFT NET FRAME MICROSOFT APPLICATION ERRORE MICROSOFT SQL SERVER 2008 MICROSOFT CC MICROSOFT SQL SERVER 2008 SETU MICROSOFT CC L121 aArT AMI APL mN he AREA QUEST 2013 Quest Software Inc SOFTWARE ALL RIGHTS RESERVED 264 Software Master Product Table The Software Master Product Table displays the basic product and licensing information for each product application of the selected category license group or software package If you select a category that contains sub categories all of the software packages in the selected category and all of its sub categories are displayed The License Awareness Column The License Awareness column is important in tracking the total number of computers licensed to use a particular software package HDAsset maintains this count by summing the number of License Awareness instances set to Yes To modify the value of the License Awareness value for given software package 1 Double click the name of a software application in the Product table This will open the Software Detail window Check the License Aware check box Click the OK button amp Software Detail Software
194. n click the OK button 5 To remove a skill from the user select the skill in the assigned skills list and click the Remove button This will open the User Setup Add window Click the OK button To Edit a User 1 Select the user you wish to edit from the user list 2 Click the Edit button This will open the User Setup Edit window which is identical to the User Setup Add window 3 Make any changes necessary then click the OK button To Delete a User 1 Select the user you wish to delete from the user list 2 Click the Delete button This will open the Users pop up window QUEST 2013 Quest Software Inc SOFTWARE ALL RIGHTS RESERVED 171 3 Click the OK button The user will no longer appear in the user list The User Options The User Options window allows you to define even more options for a specific user The window contains two tabs e Email Settings Tab e Miscellaneous Tab QUEST 2013 Quest Software Inc SOFTWARE ALL RIGHTS RESERVED 172 The Email Settings Tab If you would like to set up custom email settings for a user instead of the settings defined in System Options the Email Settings tab is where you will define them Use Microsoft Outlook Microsoft Qutlook Options Profile ie te C SMTP SMTP Options SMTP Server Name PE j Port Ma im Use SSL Detault s M1 F port is 465 Email Address E E E Email Display Name i I My server requires authentication Us
195. n icon from the Toolbar the command is executed in the same way it would be if chosen from a menu Q New Issue Q Requesters Companies Reports Query MessageBoard RB HDAsset fx Administration gP HDServer Modules J Quest Free Network Tools The icons on the Toolbar perform the following functions Toolbar Icon Fumction New Issue Opens a window for the creation of a 5 PES Open Issue Opens a window prompting you for an aiit open issue number If a valid open issue number is entered you will gain access to the open issue Esl R Nee Requesters Opens the Requester window i aaa allowing you to search for a requester add a new requester and modify or delete an existing requester Perrin Companies Opens the Companies window P allowing you to search for a company add a new company and modify or delete an existing company Reports Opens the Reports window allowing you to perform any reporting function in Help Desk Authority Query Manager Opens the Query Manager window allowing you to create edit or delete issue queries and asset queries ESN Message Board View Message Board Opens the Message Board q window for viewing View Message Manage Message Board Opens the Manage Message Board window allowing you to create edit M Mess Board Re AET delete or sequence headlines and messages Hardware Master Opens the Hardware Master I window allowing you to examine al
196. neondataietacetneansapiadenaasiagestcstagesaaseeaetaaateectseswas 32 MOJU O eer EE EE EEO 32 ge aE e aan E E E T T 33 Groups and Privileges ssssssssssnssrsrnsnrnrrnrsrrnnsnrnrenrenenrrrenrrrennerren 34 QUEST 2013 Quest Software Inc SOFTWARE ALL RIGHTS RESERVED DING OGUCTION ee 34 ige gilea pe AE EE E E A E A E E 34 EXODO a A E S eT 36 SSS EA T TE TE T 37 MU OGWICEIOM eeen eon noa E E E 37 ME UC ON eaae a E E A EEEE EEEE EA son 38 E E E E E E E E A E E E E E E 38 COMPDAM O arira E EE E EE EE O 40 Uggs Ulcer et ete E E T ee ree 40 PM SUPICUONG pa cicsnceswiai tans tciNGenraes tad a E acanesiceuted 41 EXITOS cotcctangaanatrciaamat E T T T E T 41 sleali sc nE pe T TE E E T E E T E E ETT 43 piaga al ienke g Dra E E E T 43 Haeg tiesia ne a E A E E E T E T T T 44 Xe DIO arare ar r A 44 PS SOG T E E E T T E E E A E E 46 MOGUCU eree e a e a ea a pads 46 U O aaa E N 47 EX ANOS oa E EARN 47 EMA ODU GIS arne E E S a 48 DTC OGUGEION e nrenis coor sees tease pes eoer sees teeeesineceer ees 48 TASUPUICHOMN GS caviceuccinmcananuncussanen toss guarded au ecauscaudauvcudsanun tues T 48 EX All DIG AT E E E E E EE E E EE 49 PRONE Map DMC cacetecrseccounsiincesnedurdieascoceureiuadeeusateieareaumenuciunetecea 50 NIVEL OCRLICTIONT PTE ME E E oantodad otemacad TTT 50 M UCERO ui a E 51 a o O E 54 Chapter 3 Administration s2 2 2 5 2525222220200u202 25 205 55 Requester Malad Chie smsceuncevauder de egicaceeaue
197. new issue is when creating a new issue opened When the status of an issue changes If an issue status is changed from Closed the and the issue no longer has the status Resolved By and Resolved Date fields are no of Closed reset the Resolved By longer valid because the issue is not considered and Resolved Date fields to blank closed This option resets those fields when the status changes from Closed When the status of an issue changes Checking this box makes the Resolution field a to Closed resolution must be required field when an issue status is Closed entered Use business hours and holidays Selecting this option will include only normal business when calculating the age of an issue hours and holidays as defined by the user when determining the age of an issue Filter requesters on issue windows This option will display requesters in the Issue based on selected company window grouped by the selected company Allow users to select an issue window Enables users to create new issue window layouts layout when creating new issues from when creating a new issue from the issue list toolbar the issue list toolbar Enable remote support on Port Enables Desktop Authority Remote Management on the port entered Enable Active Directory single sign on Enables Active Directory Single Sign on but does not Does not include HDAccess include HDAccess Enable Active Directory single sign on Enables Activ
198. nformation that you want to see This is accomplished via list layouts D New Layout C Delete Layout Rename W Make Default Layout Available List Layouts El Issue List Layouts Public E per Private El Asset List Layouts aG Public FES Default Default Private sele che d Fiel ds E Sort Fields ee a Asset E Requester Assigned Group Issue Type Assigned User Location Category Priority Company Received Date Contract Summary g ca i g B a th m oO ai a a i HHH Folder Froduct Instance ad QUEST 2013 Quest Software Inc SOFTWARE ALL RIGHTS RESERVED 164 To create a new issue list layout 10 Click the New Layout button New Layout Enter a name for the new layout in the space provided Select the fields to be used in the list from the Available Fields menu Select a field to be added and click the button to move it to the Selected Fields menu If you wish to move all available fields to the Selected Fields list use the button If you change your mind about a field you can move it back to the Available Fields list with the button To start fresh you can also move all selected fields back to the Available Fields list with the button Once the desired fields for your new layout are in the Selected Fields list you will have the ability to arrange them in any order you like To move a field in the order simp
199. nge to the article e Last Used Date is the date that the article was last viewed e Read Count is the number of times the article has been viewed e Found Useful Count is the number of times a reader noted the article as useful e Not Useful Count is the number of times a reader noted the article as not useful Below these eight fields is the Status field Enter any information regarding the status of the issue described in the article The bottom section of the tab is used for attachments Use the buttons to attach a file a URL or the contents of the clipboard QUEST 2013 Quest Software Inc SOFTWARE ALL RIGHTS RESERVED 248 The Keywords Tab The keywords connected to the article are used for searching When a user types a word or phrase into the search box Help Desk Authority scans the keywords of articles to find matches In the Keywords section you can add as many keywords or phrases as you like Make sure they are relevant to the article so you can avoid bad search results Knowledge Base Maintenance Saks Keyword dd Network connection is down Network Connection IP address To add a keyword to the keyword list 1 Click the Add button This will open the KB Keyword window as shown below SEL Keyword bse A 2 Enter the keyword or phrase in the Keyword field Click the OK button The keyword or phrase will now be in the Keyword list 4 To edit the keyword click the Edit button
200. nged in the top portion of the issue make those changes 3 You will often be adding notes or attachments to assets Use the General and Attachments tabs to add these if necessary 4 Click the OK button when finished Hardware Master The Hardware Master window is accessed from the HDAsset menu The Hardware Master provides a comprehensive list of hardware components installed and or configured on all audited computers The Hardware Master window is composed of a navigation pane to the left and an interactive display panel on the right The table in the right panel of the Hardware Master window displays the Manufacturer Model Capacity Revision and number of computers in which the selected hardware is installed gi Hardware Master CORUM HM anufachwer Hodel Capacity Revizion Installed E oo Intel Intel R Core TMJ2 Duo CPU 2 33 6 1 11 2 wie Intel Intel R Pentium R 4 CPU 340G 3 39 F 4 3 1 H D DESKTOP MONITOR HE DIMM H E DISK DRIVES H E DISPLAY ADAPTER DAME PARTITION L FLOPPY DRIVE KEYBOARD HE MEMORY RAM H MOTHERBOARD H E NETWORK ADAPTER J NETWORK DRIVES H E PHYSICAL DRIVE H E POINTING DEVICE H PRINTER H E SOUND DEVICE HH SYSTEM BIOS H USB CONTROLLER HE WORKSTATION QUEST 2013 Quest Software Inc SOFTWARE ALL RIGHTS RESERVED 259 To display a list of the computers in which a hardware item is installed click the number link in the Installed column of the Hardware
201. o delete remove a query select the query in the Menu tab and click the Remove Query button The Results Tab The Results tab displays the results of the current query The Query Layout drop down menu allows you to choose the format in which the results will appear based upon pre defined issue list layouts Also in the Results tab is a Refresh pane similar to the Refresh pane in the Issue window In the upper right corner of the Results tab is the Export drop down menu QUEST 2013 Quest Software Inc SOFTWARE ALL RIGHTS RESERVED 205 Any set of query results can be exported to Excel HTML or as a CSV text file Query Building Building queries can be simple or complex depending upon your needs Building a query is not always intuitive especially if you have no database experience Help Desk Authority has simplified the process to allow even a beginning user to develop a wide range of queries without regard to complexity In this section we will cover the concepts you should be familiar with to build any query you desire Query Elements There are various elements to queries that will help you understand how they are built and how the different elements interact The first element is the operand The operand is the condition or element in the case of Help Desk Authority the operand is usually a field that is to be the subject of a comparison in order to produce a subset of data In Help Desk Authority some comm
202. o from the Administration window in the Requesters screen Simply click the Add button at the bottom of the window as shown below This will open the Requester Add window as shown below If a requester has been previously added this window will appear exactly the same but it will be called the Requester Edit window Requester Name Inactive Company Name DoS A Requester Code Po Location Name Tithe Department Primary Phone Address 1 Secondary Phone Address 2 Mobile Number City Fax Number State Province Email C Soz e cia Manager not assigned Country Issue History Go amp Comments a The first tab in the Requester Add window is the General tab Above the tabs is the Requester Name field QUEST 2013 Quest Software Inc SOFTWARE ALL RIGHTS RESERVED 59 To add a new requester follow the steps below 1 Enter the name of the requester in the Requester Name field This field is required Company Name 7 a Requester Code FO Location Name Title Department Primary Phone Address 1 Secondary Phone Address 2 Mobile Number City Fax Number State Province Email Postal Code Manager not assigned Country Issue History I Go E Comments a QUEST 2013 Quest Software Inc SOFTWARE ALL RIGHTS RESERVED 60 2 Inthe Company Name field you can select a company or create a new one To select
203. omatically assign issue priorities based on impact and urgency 2 Configuration Allow users to manually override priority settings System Options Email Templates Products Support Contracts Holidays Medium Operating Hours Customization Custom Fields Customize Window Layouts List Layouts gf Security gt Users gt Groups and Privileges QUEST 2013 Quest Software Inc SOFTWARE ALL RIGHTS RESERVED 123 Adding an Impact 1 In the Impacts text field enter the name of the new Impact then click the button 2 The Impact will now be visible in the Name column of the Impact list gp Th Affects Productionl eS Affects Business oge Affects Department Affects Sales Affects User B E Affects Group 3 You can delete the Impact by selecting it then clicking the a button When prompted for confirmation click the Yes button 4 To edit the Impact select it then click the button or simply double click the name of the Impact 5 To change the order of your Impacts select one and use the or keys to arrange them Adding an Urgency 1 Inthe Urgencies text field enter the name of the new Urgency then click the button 2 The Urgency will now be visible in the Name column of the Urgency list Medium High Name Urgent High Medium Low QUEST 2013 Quest Software Inc SOFTWARE ALL RIGHTS RESERVED 124 You can delete
204. omers should see A good example would be a bulletin to notify users of a scheduled system downtime Multiple Headlines can be displayed and the display sequence can also be controlled A sample message is shown below ScriptLogic Announces Help Desk Authority for Windows and Web 9 0 f a M The buttons to the left of the Message board can be used to stop or start the automatic scrolling of the Message Board messages center button or to view the previous message left button or the next message right button in the sequence For details on the configuration and management of the Message board see The Message Board under Configuration in Chapter 3 Administration QUEST 2013 Quest Software Inc SOFTWARE ALL RIGHTS RESERVED 235 Chapter 9 The Knowledge Base Help Desk Authority s Knowledge Base feature facilitates trouble shooting and problem solving capabilities by storing issues that you choose in an organized reference library The information is automatically extracted from the issue and written to the Knowledge Base You can also create your own items to store in the Knowledge Base The Help Desk Authority Knowledge Base is comprised of Knowledge Base articles Knowledge Base articles can be accessed via other Help Desk Authority products such as HDAccess unless they are designated for internal use only If an article is designated for internal use only it will only be accessible by Help Desk Authority users
205. ompany will appear in the company list on the main screen of the Administration window when Companies is selected in the navigation pane 9 Companies can be modified or deleted at any time by using the Modify and Delete buttons located at the bottom of the window QUEST 2013 Quest Software Inc SOFTWARE ALL RIGHTS RESERVED 100 Asset Management Through asset management Help Desk Authority provides an excellent means for keeping an inventory of your organization s assets In addition to storing information such as serial numbers locations and manufacturers you can also capture key information about the vendors who have sold or who lease the assets to you If you choose your inventory procedures can be expanded with HDAsset Quest s computer inventory application It will automatically perform network scans and computer audits of hardware software peripherals components and system information If you are an HDAsset user you can automatically generate comprehensive asset lists Assets can always be added manually but if you have a large number of assets that you want to track we recommend that you import them via HDAsset Asset Types Asset Management gt Asset Types Before creating asset records you should first decide how your assets should be categorized These categories are defined by setting up asset types The categories can be as broad as Hardware and Software or as specific as Laser Printers
206. on ecr SL P4 1 0 45 PNET Ho Toshiba 008 logon scr DONS Wdministratar Yes QUEST 2013 Quest Software Inc SOFTWARE ALL RIGHTS RESERVED 269 Reports Quest supplies a HDAsset library of standard reports to assist you in inventory management Each report has been written to help you monitor the software and hardware currently installed on each computer in you network as well as what software or hardware should be installed on each of your computers but is not Functionality has also been included to allow you to use the standard report writing software Crystal Reports to create custom reports However the Help Desk Authority filtering features query status and date filters are not available for use with reports that are custom designed with Crystal Reports For more information see the Help Desk Authority User s Manual Select the Reports icon from the Toolbar to launch the Help Desk Authority Reports window In this window predefined public and private reports can be run and report categories can be created EE Re ports Sie Reports Report Functions ESIE lssues Graphical lssues Statistical Assets Company A equester l Contracts BHDAsset Reports q Application Installation Checklist A Application Installation List Crystal Report re Application License Usage Functions A Change Tracking A Computer Application List fs Computer Hardware List 5 Computer Summary Report A Graph Applicaton Installations by M
207. on Add 2 Support Add Allowed Privileges Revoked Privileges Administration PriortyMapping Asset Add Asset Delete Asset Edit Asset Search AssetManutacturer4dd Assethanutacturer Delete Assethtanutacturer Edit AssetManufacturer Search AssetTemplate Add AssetTemplate CreateAsset Asset Template Delete QUEST 2013 Quest Software Inc SOFTWARE ALL RIGHTS RESERVED 35 To assign privileges groups must first be created To add a new group or groups follow the steps below 1 Enter a name for the new group in the Enter name here to add a new group field and then click the green button OR Under Suggested Groups click one of the Add buttons to select that group suggestion The group name is a required field In the Group Name drop down menu the new group name will appear after clicking the down arrow Add a description to the new group by entering text into the Description field This is not a required field but if multiple groups are being created a description is helpful If one of the suggested groups is used the description will be automatically created Note that the description can be edited regardless of the method used to create the new group The next step is to assign privileges to the group By default new groups are not assigned privileges automatically They must be added for each group However note that if the suggested group of Administrative Grou
208. on login trigger the creation of recurring issues assigned to them 4 Click the OK button QUEST 2013 Quest Software Inc SOFTWARE ALL RIGHTS RESERVED 112 Creating an Issue Template 1 Click the Add button This will open the Issue Template Add window as shown below a Issue i Add Prioty Company Impact Issue Type P Urgency Categor Assigned Group lEveryOne Dependent on Parent Related Templates Assigned User summary 2 There are four tabs in the Issue Template Add window e General Contains basic information most likely to be repeated in recurring issues e Description A large text field for the description of the issue e Resolution A large text field for resolution notes e Recurrence Enables the generation of an issue based on a recurring schedule 3 Complete the fields in the first three tabs with the information that will be repeated for new issues using this template QUEST 2013 Quest Software Inc SOFTWARE ALL RIGHTS RESERVED 113 4 In the Recurrence tab check the check box labeled Generate issue based on a recurring schedule if this will be a regular and recurring issue 3 Issue Template Add Ly J j ji ki f 7 i F enert issue based On amp returning schedule Automatically generate issue 0 Prompt me before generating issue Aecumnne Pattem
209. on operands are Issue No Status Contract Asset Requester and Impact The second and related element is the operator The operator is the element that defines the comparison In query building some common operators are Equals Is Greater Than Is Less Than Is In and Is Between These would be considered primary operators There are also secondary operators that are used when comparing two or more conditions Examples of secondary operators would be Or And and Not Example 1 A simple query condition Operators Conditions ie HT iissue No fis Greater Than Y i Operands In the example above the query will return all issues where the Issue No operand is greater than operator 12 operand To add an operator to a condition select the condition and use the drop down menu to select an operator OR use the Not And and Or buttons If a particular operator is not available for the currently selected condition the operator will not appear in the drop down menu and if the button Is clicked nothing will happen In the next example we will add another operator QUEST 2013 Quest Software Inc SOFTWARE ALL RIGHTS RESERVED 206 Example 2 A query condition with two operators Conditions Folder v Equals hd Upgrade Project v In this example we have added the NOT operator This query will return all issues where the folder name does NOT equal Upgrade Project If you need a m
210. ondition This query will return any issue where Titan Software Inc is the company and the Due Date of the issues range from 1 1 2010 to 6 80 2010 and the issue has a Priority of 1 Urgent or 2 High If the Due Date is between 1 1 2010 and 6 30 2010 inclusive AND The Priority is either 1 Urgent Or 2 High And the company Name is Titan Software Inc QUEST 2013 Quest Software Inc SOFTWARE ALL RIGHTS RESERVED 209 Chapter 7 Reports Help Desk Authority supplies a comprehensive library of reports to assist you in your issue management procedures Help Desk Authority s standard reports were created with the report writer Active Reports by Data Dynamics For customers with unique needs who design their own reports Crystal Reports are available You can design the reports you need to your exact specifications then launch them from the Help Desk Authority interface Please note that the Help Desk Authority filtering features query status and date filters are not available for use with reports that are custom designed with Crystal Reports For more information see the Crystal Reports website at http www crystalreports com QUEST 2013 Quest Software Inc SOFTWARE ALL RIGHTS RESERVED 210 The Standard Help Desk Authority report categories and reports are listed in tree form below Assets Issues Graphical A Assets by Company ts Graph Average Time Spent By Categorie
211. onger be associated with the user 3 To assign the new user to all available groups click the button 4 To remove al assigned groups from a user click the button 5 To assign a guaranteed privilege to the new user select the privilege from the Available Privileges list on the left and click the button The privilege will now be listed in the Guaranteed Privileges list on the right You can add more than one privilege to the list 6 To remove a guaranteed privilege from the user select the guaranteed privilege from the list and click the button The privilege will move back to the Available Privileges list and will no longer be guaranteed to the user 7 To assign all available privileges to the user click the button To remove all guaranteed privileges from the user click the button 9 To revoke a specific privilege or privileges from the user select the privilege from the Available Privileges list on the left and click the button The privilege will now appear in the Revoked Privileges list on the right g9 QUEST 2013 Quest Software Inc SOFTWARE ALL RIGHTS RESERVED 169 10 To remove a revoked privilege from the user select the privilege on the right and click the button The privilege will no longer be revoked for this user 11 To revoke all available privileges from the new user click the button 12 To remove all revoked privileges from the user click the button The Comment Tab The Comment tab
212. opier pa scriptlogic local we esx pa scriptlogic local 10 5 1848 Unmanaged Switch a a Unmanaged Switch TITAN 10 5 148 142 K3 s 10 5 148 199 Unmanaged Switch y 105448101 s 4ancaadagoane QUEST 2013 Quest Software Inc SOFTWARE ALL RIGHTS RESERVED 282 Chapter 12 Troubleshooting Help Desk Authority Help Desk Authority has the ability to enable extended error logging which will help users identify the cause of unexpected problems or errors Once extended error logging is enabled HDA will write detailed error logs regarding each feature Because extended error logging usually decreases the performance of the application it is disabled by default Users can enable this feature on a single machine as needed In order to turn on extended error logging for HDA components select Help gt Diagnostic Tools from the main menu This will open the Help Desk Authority Diagnostic Tools window as shown below wa Help Desk Authority Diagnostic Tools txtended Logging Ifyou are currently experiencing dificuldes with any of the festures of Meip Desk Authority enabling Extended Log could help us figure out the root cause ofthe problem Please turn on Extended Log by using the bution below and hen launch the same feature Mat you are having problems with Please make sure to turn off extendediog once itisno longer needed as running the application wh extended log turned on couldresuilt in applicaion siowness
213. or the requester Highlight the product you would like to attach to the issue and click the Select button QUEST 2013 Quest Software Inc SOFTWARE ALL RIGHTS RESERVED 192 3 The product will now appear in the Product field If a reference number and a PO number have been assigned to the product they will appear in the Reference No and PO No fields These fields cannot be edited 4 Enter the version number in the Version field and the build number in the Build field if necessary 5 To remove a product from the issue click the a icon To attach a contract 1 Inthe Contract section click the Contract field label It is a link that will open the Select Contract window 2 You will be presented with a list of contracts that are currently assigned to the company or the requester Highlight the contract you would like to attach to the issue and click the Save button 3 The contract will now appear in the Contract field If a reference number and a contract type have been assigned to the contract they will appear in the Reference No and Contract Type fields These fields cannot be edited 4 When all fields and tabs have been completed click the OK button to save the new issue Editing an Issue In your daily support activities you will most likely open and update existing issues on a regular basis as you work toward the resolution of those issues 1 Open the issue 2 If anything has changed in the top portion of
214. ore complex query to suit your needs you can add another condition Example 3 A query with two conditions Conditions Folder v Equals hd Upgrade Project v Folder Equals Y kB Issues Y 4 And NOT In this example we have added another condition to the previous example This query will now return all issues where the folder name does not equal Upgrade Project AND does not equal KB Issues Thus the issue must meet both conditions to be returned in the query Do not confuse this with the example below Conditions Folder ha Equals v Upgrade Project v Folder v Equals Y kB Issues In this case we used Or NOT instead of And NOT Using Or NOT means that only one condition must be met to return the issue So if an issue with a folder name of KB Issues came through this query it would pass the first condition but not the second And since only one condition must be met this issue would be returned in the query In the prior example it would not be returned because it would have to meet both conditions QUEST 2013 Quest Software Inc SOFTWARE ALL RIGHTS RESERVED 207 Example 4 A query with three conditions Conditions ssue No Y fis Greater Than y 12 l yi ssue No v fis Less Than w 1 36 lissue No v Equals 7 57 Often you will want to return issues that meet a very specific set of conditions For example t
215. ow be displayed in the custom fields list under the appropriate Custom Fields For category 11 To edit a custom field double click the field you wish to edit or select the field and click the Edit button This will open the custom field Edit window Make the edits and click the OK button Note that you cannot edit the Column Name Column Type or Column Length fields because these are actually changes taking place in the database You can change the Column Label Default Value and Selection List Value fields 12 To delete a custom field select the custom field and click the Delete button 13 To move custom fields up or down in the custom fields list use the and buttons to the right of the list QUEST 2013 Quest Software Inc SOFTWARE ALL RIGHTS RESERVED 155 Customize Window Layouts Customization gt Customize Window Layouts In addition to customizing fields for data entry and defining your own selections for drop down menus Help Desk Authority also gives you the capability to tailor the actual layout of the issue customer Company and Asset windows The main Customize Window Layouts window consists of four tabs as shown below Clicking on a tab will allow you to customize that particular layout e Issue e Requester e Company e Asset Layout Name ITIL Layout QUEST 2013 Quest Software Inc SOFTWARE ALL RIGHTS RESERVED 156 The Standard Layout and ITIL You will note that He
216. p is used all available privileges are assigned as this will usually be a top level security group To assign privileges 1 Make sure the current group is in the Group Name drop down menu 2 Select privileges listed in the Available Privileges pane and move them to the Selected Privileges pane using the arrow buttons described in Chapter 1 under Selection Lists 3 When finished creating groups and assigning privileges click the Next button 4 Click the Next button when finished to continue with the wizard or click the Skip to Finish button to jump to the closing screen of the wizard 5 To clear all fields click the Undo Changes bution at any time QUEST 2013 Quest Software Inc SOFTWARE ALL RIGHTS RESERVED 36 Groups and Privileges In this step we will configure security groups and their associated privileges Users can be added to security groups in the main application to simplify security and customization setup Undo Changes Enter name here to add a new group C Add Group Name HDA_Admins Add Description Help Desk Authority Administrators Group jpa Groups a a aaae Add Add Allowed Privileges AssetManufacturer Delete AssetManufacturer Edit AssetManufacturer Search AssetTemplate Add AssetTemplate CreateAsset AssetTemplate Delete AssetTemplate Edit i yw As HUaaeoagry In the above example the suggested group Level 2 Support has
217. product details license and installation information S Software Master Details Colm Product Manufachze Product Name Product ersion License Group LicenseAwa Installed 3 75 Software All Software Al Al Al A Al SED Microsoft Products MICROSOFT COR MICROSOFT VISU 9 030729 H i MICROSOFT NET FR x 4 MICROSOFT NET FR MICROSOFT APPLIC 4 MICROSOFT SOL SE MICROSOFT SAL SE 4 MICROSOFT SOL SE E MICROSOFT SOL SE 4 MICROSOFT SOL SE 9 MICROSOFT SOL SE MICROSOFT SAL SE 4 MICROSOFT SAL SE 4 MICROSOFT SOL SE E MICROSOFT SOL SE 9 MICROSOFT SOL SE MICROSOFT SAL SE 4 MICROSOFT SOL SE 4 MICROSOFT SOL SE 4 MICROSOFT SOL SE 9 MICROSOFT SOL SE 4 MICROSOFT SAL SE 4 MICROSOFT SOL SE 4 MICROSOFT SOL SE MICROSOFT VISUAL w MICROSOFT VISUAL 9 MSXML 4 0 SP2 KBS SOL SERVER CUSTO E5 g Scriptlogic Products H Other Products Adding Updating and Deleting a Category You can create a custom category tree by adding and deleting categories sub categories and license groups To add a category to the root or a sub category to a category 1 Right click on the root or category and select Add Category 2 Anew folder will appear with a blinking cursor inside the name field Enter the name of the category and hit Enter 3 To edit a category name right click the category and select Update Category Name then follow Step 2 above 4 To delete a category right click on the category and selec
218. r Affects Group Urgent 1 Urgent 1 Urgent High 1 Urgent Medium gt Configuration New in Help Desk Authority 9 is the Configuration window We ve taken many elements of the application that are configurable and put them into one handy window for easy navigation The items in the Configuration window are as follows e System Options Includes the most common settings for the application such as time settings and management license information directory settings email set up field tracking and issue reporting e Message Board Create and manage Message board messages e Email Templates Create and manage custom email templates e Products Manage products e Support Contracts Create and manage support contracts e Holidays Set and manage holidays e Operating Hours Set and manage the operating hours of the help desk System Options Configuration gt System Options General ectories Email Settings Field Tracking HDAccess Activity Types Issue Ticket There are seven different tabs in the System Options window They are e General General settings such as issue time spent issue status change options set up options for HDAccess and Remote Management and Time Date format e License Licensing information for the application including requester and company name as well as the current license key in use e Directories Settings for the individual directory folde
219. r Private Public widgets can be used by all users and Private widgets can only be used by the user who creates it Creating Widget Categories In the navigation pane of the Dashboard is a categorical list of widgets The two main folders are Private and Public Under each folder widget categories can be created Widgets can then be created and stored in each category In the sample below the category Help Desk Authority Group Issues is listed under the Public folder and there are four widgets in this category Each widget is represented by an icon that varies depending on the type of widget selected The in the sample below there are two pie chart widgets and two column chart widgets td Private Public EID Default Issues By Assigned Group Issues By Assigned User Issues By Company Issues By Department Issues By Impact To create a widget category 1 Select the main category Public or Private 2 Click the she icon to open the Widget Category window Enter the name of the new widget category in the Name field 4 Click the OK button 2 5 To edit the name of the category select the category and click the 3 icon This will open the Widget Category window Edit the name in the Name field and click the OK button when finished 6 To delete a widget category select the category and click the a icon When prompted click the Yes button and the category will be deleted QUEST 2013 Quest Software
220. raph and Text setting Y Axis Tickmarks Y Axis Tickmarks Raw Numbers Y Axis Tickmarks gives you option of using the raw data or Raw Numbers percentage for the Y Axis Percentage Using HDAsset Computer Queries in Reports A number of standard HDAsset reports detail the distribution of software or hardware for each computer included in the report Typically the default setting is to include all computers when creating these reports If you are interested viewing data from a smaller subset of your network computers you can do so by using an HDAsset query to select the computers to be included in the report lf computer queries are allowed for the selected report the Select Issues frame at the bottom of the Reports window will change to Select Computers and the radio buttons in the frame will be enabled QUEST 2013 Quest Software Inc SOFTWARE ALL RIGHTS RESERVED 274 Reports Reports Report Functions Issues Graphical Issues Statistical Assets Q Company Requester Contracts HDAsset Reports B Application Installation Checklist B Application Installation List gt Application License Usage Crystal Report fs Change Tracking Functions es Computer Application List fs Computer Hardware List B Computer Summary Report 6 Graph Application Installations by Manufacturer Edit B Graph Computers by Assignment fs Hardware Installation List fs Hotfixes
221. re Inc SOFTWARE ALL RIGHTS RESERVED 276 Chapter 11 Foglight NMS Integration Quest s Foglight NMS is a network management and application tool that allows you to e Monitor the performance of routers hubs switches servers and applications in real time e Capture traffic data for any device on your network e Monitor the health of VMware ESX servers and monitor the health of guest Virtual Machines e Provide advanced email and SMS alerts for devices including servers switches hubs routers and other network infrastructure gear e Monitor the health of your VoIP system The integration of Foglight NMS with Help Desk Authority allows you to synchronize the Foglight NMS device database with your Help Desk Authority asset database Quest Foglight NMS continuously monitors network hardware resources and their metrics When Foglight NMS detects a problem with a device it creates a device alert which in turn creates a new issue ticket related to the device or asset in Help Desk Authority HDAutoEscalate can be configured to look for tickets created for any particular type of asset including Foglight NMS asset types Customized notifications are then used to notify all stakeholders of the problem When the ticket is resolved in Help Desk Authority the Foglight NMS device alert that triggered the ticket is reset If an asset is deleted from Help Desk Authority the corresponding device will be deleted from the Foglight NMS
222. reco ansee totenevacmancradevances 56 CCU SS el oaa E EE 56 COMP GNI CS sxcntessotusteccet nese ss E EA AS 78 QUEST 2013 Quest Software Inc SOFTWARE ALL RIGHTS RESERVED AS CE Man GEN E eaa E EE 100 AS EE TYDES oan E E E acct 100 Asset Manufacture Sisansavanteascannae coeneasdubenteaevenanirenucueteneicund 105 PSSCE VY COONS cstgautevetecaseqnteasiepadenasecotdasiavadadniaontiuedetedanataeetaies 107 Asset Templates ccccccccces seen eeeeeeeeeeeesseeeeesennnaanneeeeeeseseeeeanaes 108 ISSUE Management ccvecccratuteccacaseeeouaietecnnsddarentadatedemsssenesenieiueswcasd 110 Issue Templates ccc ccc eeeeecceeeeeesenennneeeeeeeeeseeeegsennaanneeeeesnegs 110 DS SS FCS angen catenin E E E E E EE ERT 115 TSSUe Categor ES esnai A 117 IS SUS SUD GEITU SES enone E NE 119 I UG TY DGS ae E E E E EAA 121 PRHOMEY MAD DING tcscrsctcortanstecessentcoumsecswntesdeotanterendeeeteensaowutest 122 Sen GUPa WOM e EE 126 SY SCCM ODHONS sec choaerccchetusacancusredssGeecen a a a aaea 126 The Message Board ssssssssssssssnssnsnssnssennssennessenesnnnssnsnesnsnene 136 EMAN FADE S sts aE rE E N EAE A E A EEO 142 PEOGIICES seeserrs oriee a 144 SUPPOR CONU IC rra E 146 FIC CGY E EE A E E ES E E E E E 148 operand MOU S aroro E er ee ee ee 151 CU CONZA O e a E E E E E E Eaa E 152 CUSTOM FIEU e a E E E EE OEE 152 Customize Window LA YOUtS cc cece cece eeeeeeeeeeeeeeeeeeeeeeeeneas 155 USE ay GUUS saree seine tecrdendcensneneenn
223. rences for sending email from Help Desk Authority Introduction Help Desk Authority is capable of automatically sending email to requesters regarding issues The set up is very similar to setting up an email client m E 5 y Help Desk Authority Setup Smees Email Options In this step we will set up preferences for sending email from Help Desk Authority You may use your Outlook composer or the Help Desk Authority composer using SMTP a Undo Changes f Use Microsoft Outlook SMTP SMTP Options SMTP Server Name E T Port Number 25 Use SSL Default port for sSMTP is 465 Email Address Email Display Name TT B My Server Requires Authentication User Name Password Skip to Finish Instructions 1 Select Use Microsoft Outlook or SMTP using the radio buttons 2 If SMTP is selected enter the SMTP Server Name in the SMTP Server Name field 3 Enter the Port Number in the Port Number field check the Use SSL checkbox if using secure email 4 Enter the user s email address in the Email Address field 5 Enter the desired display name in the Email Display Name field 6 If the email server requires authentication check the My Server Requires Authentication checkbox and enter the user name and password in the User Name and Password fields QUEST 2013 Quest Software Inc SOFTWARE ALL RIGHTS RESERVED 49 7 Click the Next button when finished to continue with
224. ries Location Pittsburgh Date Purchased 1 15 1921 6 57 36 PM Preview QUEST 2013 Quest Software Inc SOFTWARE ALL RIGHTS RESERVED 196 You can toggle the preview pane on and off by clicking the icon at the bottom of the page Turning off the preview pane will allow you to view more assets in the asset list Below is an example where the preview pane is hidden You can un hide the preview pane by clicking the icon at the bottom of the page Help Desk Authority 9 1 Mary Jones File View Tools Setup Modules Help on anes aa Reports Gj Query gt MessageBoard RB HDAsset f Administration gP HDServerModules J s1360 Tools Issue Open Assets New Asset ZF Exit Asset Delete Asset amp B Template Print Eila AssetID Description Inactive Location Asset Tag Vendor 2 1 HP Printer HP Printer Konica Laser Printer Private HP Scanner B Defaut Canon Printer 1st Floor Pittsburgh PRINTER3849 Columbus Office Products 4 System Canon Printer 2nd Floor Pittsburgh PRINTER2233 Columbus Office Products B Defaut Canon Printer 3rd Floor Pittsburgh PRINTER8297 Columbus Office Products Canon Printer 4th Floor Pittsburgh PRINTER4205 Columbus Office Products HP Printer ist Floor Pittsburgh PRINTER7242 Electronic Warehouse HP Printer 2nd Floor Pittsburgh PRINTER6303 Electronic Warehouse HP Desktop Receptionist Pittsburgh DESKTOP7996 Worldwide Business Equipment Inc HP Desktop Secretary Pittsburgh DE
225. rmation can be gathered and linked to requesters Although the only required information about a company is the full name of the business Help Desk Authority will be able to provide a more complete profile wnen needed if more information is included when creating a new company The Company screen is shown below Yi Help Desk arii Companies In this step we will configure companies If your help desk is strictly for internal use you should enter your company s name here If you support external requesters you should enter each of their companies names Those requesters can later be associated with the companies a Undo Changes Company Name FO Hide the com pany field from the issue window by default Add New company Import companies using HDIimport u Use the Delete key to remove selected new companies or mark existing companies for deactivation A g Qf amp S g X y Skip to Finish Cancel QUEST 2013 Quest Software Inc SOFTWARE ALL RIGHTS RESERVED 41 Instructions To add a new company follow the steps below 1 Enter the new company name in the Company Name field required 2 Click the Add New Company buiton 3 To add new companies using the HDImport module click the Import companies using HDImport link 4 Click the Next button when finished to continue with the wizard or click the Skip to Finish button to jump to the clo
226. roducts Support Contracts Holidays gt Operating Hours Customization Custom Fields Customize Window Layouts List Layouts gf Security gt Users 2 Preview Groups and Privileges Note Enter full or partial search criteria and click Search button Company Titan Software Inc Email Domain _ titan com Company Main Fax 913 258 4982 Location Kansas City Main Phone 913 258 4981 QUEST 2013 Quest Software Inc SOFTWARE ALL RIGHTS RESERVED 80 Creating a New Company If you need to create a new company you can do so from the Administration window in the Companies screen Simply click the Add button This will open the Company Add window as shown below If a company has been previously added this window will appear exactly the same but it will be called the Company Edit window Company Add Company Name Company Information Company Code Default Location v Main Phone Ko Main Fax Email Domain HDAccess Layout HDAccess Layout Billable issue History Comments Cancel The first tab in the Company Add window is the General tab The Company Name field is located above the 9 tabs To add a new company follow the steps below 1 Enter the name of the new company in the Company Name field required 2 If you would like the new company to be inactive initially check the Inactive checkbox 3 Enter the company code in the Company Code
227. rs There are two areas for selection e Public folders e Private folders From this menu you can choose to activate or de activate Public folders and Private folders in the Issue Folders portion of the Navigation pane This option is located in the sub menu under Issue Folders as shown above QUEST 2013 Quest Software Inc SOFTWARE ALL RIGHTS RESERVED 15 The Tools Menu The Tools menu enables you to access key tools in Help Desk Authority All of these items with the exception of the last two are explained in detail in other sections of this manual View Message Board Ctri R Manage Message Board Ef Quest Free Network Tools Run External Application Manage External Applications Run External Application Help Desk Authority will allow you to run virtually any external application right from the Manu menu If you have added applications to the External Applications list see Manage External Applications below they will be present in the sub menu of Run External Application If no applications have been added the sub menu will be empty Manage External Applications This menu option opens the External Applications window shown below From this window you can add edit or delete external applications 4 External Applications Aoniicaon name Aplican Tye Stas OOO To add an application to the External Applications list Click the Add button This will open the External Application window Enter a n
228. rs Bd Customization Custom Fields Customize Window Layouts List Layouts g Security Users Groups and Privileges QUEST 2013 Quest Software Inc SOFTWARE ALL RIGHTS RESERVED 152 Editing Operating Hours To edit Operating Hours 1 Select the day of the week you would like to edit then click the Edit button This opens the Operating Hours window You can also double click the day 2 Check or un check the Closed No Operating Hours checkbox If checked the Start Time and End Time fields will be disabled If un checked you will be able to set the hours of each day to match those of your help desk 3 Enter a start time and an end time in the Start Time and End Time fields 4 Click the OK button when finished amp Operating Hours MONDAY Start Time 96 00 4M End Time 96 00 PM Closed No Operating Hours Customization Every organization is different and has its own unique requirements We have designed Help Desk Authority to meet the anticipated the needs of the user community Help Desk Authority has provided a means to capture the information typical to most help desk customer service environments However you also have the capability of creating your own fields to capture any type of data that you like This capability is provided via customization found under the Customization section of the Administration window There are three types of customizations availab
229. rs for Attachments Search Index and Reports e Email Settings Sets the default settings for email related to issues including set up of an SMTP or Outlook server e Field Tracking Settings for generating issue activity records to track changes in select fields e HDAccess Activity Types Use this tab to select activity types to be visible to requesters in HDAccess e Issue Ticket Allows for the selection and creation of issue ticket reports QUEST 2013 Quest Software Inc SOFTWARE ALL RIGHTS RESERVED 127 The General Tab The General tab contains some of the more general settings in Help Desk Authority S stem Option J Time spent for an issue will be determined using these options issue Time Entered Total Activity Time sum of all activities entered C Sum of issue Time amp Activity Time If Start the issue timer automatically when creating a new mauve When the status of an issue changes and is no longer Closed reset the resolved by and resolved date fields to Diank When the status of an issue changes to Closed resolution must be entered 7 Use business hours and holidays when calculating the age of an rssue 7 Filter requesters on issue windows based on selected company T Allow users to select an issue window layout when creating new issues from the issue fist toolbar Enable remote support on port Enable Active Directory single sign on does not include HDAccess
230. rt id add 1J Delete _ Name File Name Cancel QUEST 2013 Quest Software Inc SOFTWARE ALL RIGHTS RESERVED 135 To create a new Issue ticket report 1 Click the Add button This will open the Report directory as defined in the Directories tab covered earlier in this section as shown below My Recent Documents E My Network File name Custom eport rpt Z Places _ Files of type Crystal Reporte rpt Cancel 2 Select the report you would like to add 3 Click the Open button 4 Inthe Name field below the issue Report list enter a name for the new report Note that the file name of the report is already populating the File Name field Click the Save button The new report will now be available in the issue report list for selection 7 To arrange the way your report list appears in the Issue Ticket drop down menu of the Select Issue Ticket window select a report in the list and move it up or down in the list using the and buttons 8 To delete a report select the report and click the Delete button mo If all options you wish to set in the System Options window have been completed click the OK button to save them QUEST 2013 Quest Software Inc SOFTWARE ALL RIGHTS RESERVED 136 The Message Board Configuration gt Message Board In the Message Board window you can add edit delete and set the sequence of messages that will appear in the
231. ry check the Only include Issues found with the Query checkbox then select the query from the drop down menu 9 Click the OK button when finished QUEST 2013 Quest Software Inc SOFTWARE ALL RIGHTS RESERVED 231 The Define Gauge Widget Window There are two tabs in the Define Gauge widget window The first Gauge Settings is shown below 1 Define Gauge Widget Gauge Settings Alert Settings f Predefined Query p 0 HDAuthority Query iM Onbyinclude issues opened within the past day s Gauge Type Set Warning levels Red Yellow 2 Green Cancel 1 Enter the title you would like to use for the new widget in the Title field 2 Using the radio buttons select between Predefined query and HDAuthority query then select the preferred Query for your results from the drop down menu 3 To narrow your results by recent date check the Only include Issues opened within the past checkbox then select the number of days in the days numeric up down field 4 Inthe Gauge Type section use the large drop down menu to select one of the 7 possible gauge types available for your widget 5 Inthe Set warning levels section check the Set warning levels checkbox if you would like to set colored warning levels at certain intervals on your gauge If you choose this option continue with setting the three warning levels Green Yellow and Red with numeric intervals of your choosing U
232. s Company Name Hide the com pany field from the issue window by default Add New company Import companies using HDimport qu Use the Delete key to remove selected new companies or mark existing companies for deactivation r T T rT T T T T T 4eao0 M aeaeGQGxv QUEST 2013 Quest Software Inc SOFTWARE ALL RIGHTS RESERVED 43 Requesters Requesters formerly referred to as customers in previous versions of Help Desk Authority are those individuals calling your help desk for assistance Introduction Requesters may or may not be affiliated with a company If a requester is affiliated with a company a company record should be created to attach to the requester For more information on creating company records see Companies in the previous section Although the only required information about a requester is his her full name the more information you enter for that company the better Help Desk Authority will be able to provide a complete profile when needed If Help Desk Authority users will be serviced within the organization they will also be designated as requesters Therefore in addition to a user record a requester record must also be created for each one For more information see the Users section earlier in this user s manual The Requesters screen is shown below Help Desk Authority Se Requesters In thi
233. s cn Assets by Requester cn Graph Average Time Spent By Users en Assets by Type en Graph Issues by Category and Status Company Requester cn Graph Issues by Month en Company Requester Listing cn Graph Issues by Received Days of Week Contracts A Graph Issues by Received Hours and Status cn Contract Remainder cn Graph Issues by Requester 2 Contracts by Product A Graph Issues by User and Status 23 Support Contracts A Graph Issues by Week Custom Reports Kes Issues by Received Hour Status and Priority HDAsset Reports res Percentage of lssues fs Application Installation Checklist lssues Statstical Application Installation List fs Activity Stats By Technician Requestor Activity Type res Application License Usage Kes Average Issues Per Week Kes Change Tracking Kes Issue Count by Assigned Person and Status Kes Computer Application List Kes Issue Report by Category Kes Computer Hardware List Kes Issue Volume by Company Top 10 T Computer Summary Report T Issue Volume by Company Requester 5 Graph Application Installations by Manufacturer eS Issues By Department es Graph Computers by Assignment eS Issues By Type eS Hardware Installation List eS Rato of Solved Issues by Category Ss Hotfixes z Statistical Report by Assigned Users Ss Screen Savers T Statistical Report by Category Issues 2 Statistical Report by Priority c Billing Summary 2 Statistical Report by Priority SLA S Deleted Issues 2 Statistical Volume by Ass
234. s description will appear in the Custom Reports list 5 Click the OK button The custom report will now appear in the list under Custom Reports To edit rename a custom report 1 Select the custom report you would like to edit 2 Click the Edit button This will open the Edit Report window 3 Edit the description in the Description field 4 Click the OK button To delete a custom report 1 Select the custom report you wish to delete 2 Click the Delete button 3 Click the Yes button when prompted The custom report will no longer appear in the Custom Reports list Note that this does not actually delete the report It will still remain in the folder you configured to hold reports To run a custom report 1 Select the custom report you would like to run 2 Click the Run Report button The custom report will run just like any standard report QUEST 2013 Quest Software Inc SOFTWARE ALL RIGHTS RESERVED 228 Chapter 8 The Dashboard The Help Desk Authority Dashboard provides an integrated visual representation of issue data The Dashboard is comprised of graphical widgets Widgets are customizable and can be laid out based on each user s needs The top pane of the Dashboard above the widgets is the Message board covered later in this chapter Help Desk Authority Helpdesk Administrator o Eile View Tools Setup Modules Help Q Newlssue Requestes Gj Companies Reports Gj Query F MessageBoard GB H
235. s step we will create requesters These records contain information about the people requesting support They can also be used to track their support history a Undo Changes Full Name Sass li INH Email Import requesters using HDSync H Add New requester Import requesters using HDImport QH Email Adam Cox acox titan com Alicia Lawson alawsond titan com Allan Brentley abrentley titan com Andrew Swanson aswansondititan com Anna Mardell amardel titan com Arthur Flynn aflynn ititan com Barbara Summerville bsummervilleg titan com Beverly Olson bolson titan com Brenda Ingram bingram titan com Use the Delete key to remove selected new requesters or mark existing requesters for deactivation QUEST 2013 Quest Software Inc SOFTWARE ALL RIGHTS RESERVED 44 Instructions 1 Enter the full name of the requester in the Full Name field required 2 Enter the email address of the requester in the Email field 3 Click the Add New Requester button 4 The requester will now be visible in the requester list in the lower portion of the Requesters screen 5 To import requesters using the HDSync module click on the Import requesters using HDSync link 6 To import requesters using the HDImport module click on the Import requesters using HDImport link 7 Click the Next button when finished to continue with the wizard or click the Skip to Finish button to jump to the closing screen of the wizard 8
236. s to assets Use the General and Attachments tabs to add these if necessary 4 Click the OK button when finished QUEST 2013 Quest Software Inc SOFTWARE ALL RIGHTS RESERVED 201 Chapter 6 The Query Manager Help Desk Authority gives you access to complete issue history through queries Queries allow you to specify selection criteria for any issue field including custom fields For example you may want to search for issues entered during a particular time period or issues with a particular status or containing a certain word in the Description Regardless of the search you specify you can save your queries and run them at any time Saved queries can also be used for reports ere To access the Query Manager click on the Quen icon in the Help Desk Authority toolbar You can also use the Main menu and select Tools gt Query Both methods will open the Query Manager shown below s Query Manager eS a m K Q Add Category Rename Category Delete Category Add Query E Rename Query g Edit Query Run Query 9 Delete Query saved Queries Startup Query an Undo Changes Issue Queries You may drag and drop one Issue query in the box below to be Public run upon startup of Help Desk Authority E HDAutoEscalate Rules E La Private E Default El ca System You may drag and drop up to four 4 Issue queries into the box E Default below to store on the Status Bar My Open Issues a cas
237. se the numeric up down fields after each level Note that Green is always the lowest level Yellow will not be able to be set to a value less than the value defined in the Green field QUEST 2013 Quest Software Inc SOFTWARE ALL RIGHTS RESERVED 232 6 Click the Alert Settings tab shown below 1 Define Gauge Widget Title g zl MV Issue an alert whenthe gauge rises above issue s Show a desktop notification p Include a sound alert Send an email notification to The logged in user i The following addresses Separate addresses with semicolons 7 If you would like specific alerts to trigger on different values in the widget check the checkbox labeled Issue an alert when the gauge rises above then enter a value in the Issue s numeric up down field that will trigger the alerts Note that you must check this first checkbox to create an alert If this box is unchecked all other options will be unavailable Also if you do elect to be presented with alert notifications you must select either Show a desktop notification or Send an email notification to or both 8 If you would like a desktop notification check the Show a desktop notification checkbox If you would like a sound alert to go with the desktop notification check the Include a sound alert checkbox 9 If you would like an email notification check the Send an email notification to
238. sing screen of the wizard 5 The Undo Changes button can be used at any time to clear all the fields on this screen Example The new company name is entered into the Company Name field p Help Desk Authority Setup Companies In this step we will configure companies lf your help desk is strictly for internal use you should enter your company s name here If you support external requesters you should enter each of their companies names Those requesters can later be associated with the companies a Undo Changes Company Name Bobby s Seafood Palace Hide the com pany field from the issue window by default H Add New company Import companies using HDIimport U Use the Delete key to remove salected new companies or mark existing companies for deactivation L _ a Bmoneaeaeake Spt Fish QUEST 2013 Quest Software Inc SOFTWARE ALL RIGHTS RESERVED 42 The Add New Company button is clicked and the new company appears in the company list 7 Help Desk Authority Companies In this step we will configure companies lf your help desk is strictly for internal use you should enter your company s name here If you support extemal requesters you should enter each of their companies names Those requesters can later be associated with the companies amp Undo Change
239. ssue Types Priority Mapping amp Configuration System Options gt Message Board Email Templates Products Support Contracts Holidays Operating Hours Customization Custom Fields Customize window Layouts List Layouts g Security Users gt Groups and Privileges QUEST 2013 Quest Software Inc SOFTWARE ALL RIGHTS RESERVED 147 Searching Support Contracts 1 2 OR Enter the name of the support contract you are searching for in the Contract Name field Click the Search button Click the Search button without entering text into the Contract Name field to see the entire list of Support contracts Adding Editing and Deleting a Support Contract To add a new support contract 1 Click the Add button This will open the Contract Add window 2 Enter the name of the new contract in the Contract Name field This field is required 3 Inthe Standard Cost field enter the cost per contract incident hour etc 4 Inthe Warning field enter a value from 1 to 100 When the support contract has been used down to this specified percentage the user will receive a notification that the contract may soon expire 5 If this is a warranty contract check the Warranty checkbox The Standard Cost field can be left blank 6 Enter any necessary comments in the Comments field 7 Inthe Contract Type section check the radio button next to the corresponding contrac
240. st Assigned User Helpdesk Administrator Email hcanova titan com Relsted Issues 0 Due Date k Issue History Fe Go Dependent On Parent Age lo days 0 hours 0 minutes summary need Power Point installed on my PC to complete a presentation Description need Power Point installed on my PC to complete a presentation QUEST 2013 Quest Software Inc SOFTWARE ALL RIGHTS RESERVED 157 To Customize a Window Layout 1 Select a layout that you would like to customize then click the Add button This will open the Customize Layouts window with a duplicate of the layout you will be customizing or creating gement gt E e amp Save e Copy amp Delete Resolve KBase S E Mail Subsenbers B Report B E Loo 00 00 00 E Ze Lol oo 00 Company 2 R Received On 4 4 2013 12 00 00AM_ Priority Reauester gt gt Status Impact Location Sub Status Urgency Department Category Assigned Group Phone Issue Type Assigned User Email Related Issues 0 Due Date 4 4 2013 12 00 00 AM Dependent On Parent Age Issue History Go Summary a a Description Ze Wate enp Coston Fle Resolved By Resolved Date 3 14 2005 12 00 00 AM Resolution A OK Cancel QUEST 2013 Quest Software Inc SOFTWARE ALL RIGHTS RESERVED 158 2 If you would like to add elements to th
241. sue Categories Issue Management gt Issue Categories 117 An issue category defines the general nature of an issue In addition to defining categories you also have the option of creating sub categories where you may drill down up to four levels For example you may define a category of Software Bug Under the Software Bug category you may want to define sub categories of application names Creating an Issue Category 1 Select a category in the list that will be the parent category for the new category If you are creating a parent category instead select the main Categories category in the list 2 Click the Add button in the upper right corner of the window This will open the Issue Category Type Add window 3 Enter the name of your new issue category in the Category Name field 4 Click the OK button A s QA Requester Management Requesters gt Companies External Support 2 Asset Management Asset Types Asset Manufacturers Asset Vendors Asset Templates E Issue Management Issue Templates Issue Activities Issue Categories Issue Sub Statuses Issue Types gt Priority Mapping i Configuration System Options Message Board Email Templates Products Support Contracts Holidays gt Operating Hours Customization Custom Fields Customize Window Layouts List Layouts gf Security Users Groups and Privileges QUEST
242. t Delete Category QUEST 2013 Quest Software Inc SOFTWARE ALL RIGHTS RESERVED 262 Adding Updating and Deleting a License Group You may find it a useful practice to create license groups to software categories in order to better manage your licenses To add a license group to a category 1 Right click the category name 2 Select Add License Group This will open the Software License Group window Software License Group License Group Name Cranberry Office p License Count 70 3 Enter the name for the new license group in the License Group Name field 4 Enter the license count in the License Count field 5 Click the OK button 6 To update the name of the group or the license count right click the group and select Update License Group Update the group information and click the OK button 7 To delete a license group right click the name of the group and select Delete License Group QUEST 2013 Quest Software Inc SOFTWARE ALL RIGHTS RESERVED 263 Assigning and Un assigning Applications to a License Group To assign a software application to a license group select and drag individual applications to the group Note that you cannot drag more than one at a time Software Master Details 5 as Product Manufactre Product Name Product Yersin License Group All Software Al Al Al Al i T Miot Prd a MICROSOFT COR MICROSOFT NET Unknown oa ae coset a Cranberr
243. t Layout Menu siarreriisiiriniinii a aA 193 The Favorite Query MenU ssssssssssssssssssssnssssnessnnessnnesnsnesnsnene 193 View Separate Window ICON ssssssssssssssssssssnssnsnesnssennesennessnnne 194 The Asset Search PAN Caiicerriniacorsentatondiniitoraretecontenimemitadkeontedoatans 194 The Asset Filter PONG tvaadenauvawencet wutenat vant vied aain Erai a 194 TRe ASSEE LISE GIG inatianrapameancen hee arin erimnnentgeencnomnntunatinakasumeniientan 195 Tie Rees PANG tueaaivuuken se vwnvantivuninatovarivacciuniwatiNuensatisamewesnienn 195 The PreViCW Pane ee E noise E dine EE REES 195 creating a NOW ASSel rracccnaveesccupcsesuceiesausaotesensuenynracvensnenosesatenan 197 Tabs in the Asset Add Window ssssssssssssssrssrrnnrrsrrrnrrnnrrsrrenne 199 Editing an Asset sssssssssssssssnssssnessnnessrnssnsrennssrnnesnnnrsnrnesnsnene 200 Chapter 6 The Query Manager ssssssss2 2 22 2222u222222220 2022 20 201 TRS MENU TaD ae E a e E a E 202 THe TOO AM ei sarin comin esavovidevarera usanivsebwartiaaevarnees 202 Creating Editing a Query Category ccccecccceeeeeeseeeeeeeeeeeeeeeees 202 Organizing Queries sssssrsrarsssrarnssnrunnnannnrannsnnannnnnnunnnannanann 203 Startup QUETO S si siereiri sinteis sinenion 203 QUEST 2013 Quest Software Inc SOFTWARE ALL RIGHTS RESERVED THe CONGINONS Faarene rans 204 Creating Editing a Query cceec cece cece eeeeeeeeeeeee ee eneeeeeeeneas 204 TERE CURE
244. t by using the dropdown menus for each To search the Knowledge Base 1 Enter the search criteria of your choice in the fields and drop down menus provided 2 Click the Search button 3 To clear all search fields click the Reset button 4 To seethe entire population of Knowledge Base articles do not enter anything in the search fields Simply click the Search button QUEST 2013 Quest Software Inc SOFTWARE ALL RIGHTS RESERVED 237 Reading a Knowledge Base Article When you locate the article or list of articles you are searching for double click anywhere in the listing row of the article to open the article You can also single click the article ID The article will open as shown below set Knowledge Base Maintenance Related Articles Article Prefix KB Category Mobile Optional Article Number 103 Sub Category Optional intemal e Oniy Product Name X Track QA Optional Title Mobile connection drops in 3G networks Description HDWeb service sometimes drops in a 3G network Er Cause IP routing a Resolution install iP routing patch The KB Article Tab There are five tabs in a Knowledge Base article This first tab shown above is the KB article tab The Article Prefix drop down is populated with pre defined prefix choices that are compiled in KB Configuration described later in this chapter This prefix is paired with the Article Number below it The
245. t is important to note that each asset must be assigned an asset type Therefore you must create at least one asset type For example if you choose not to categorize your assets by type you can create one category called Asset and then assign this type to all assets that you create The Asset Toolbar New Asset 2 Edit Asset E Delete Asset B Template Print Add new asset Opens the Asset Types window Next to the asset toolbar are two drop down menus described below The List Layout Menu la All Columns oe we Refresh Asset List Layouts This drop down menu allows you to choose which list layout to use In the example above the only available selection is All Columns Select Refresh Asset List Layouts to make sure you have a complete list of all current asset list layout options QUEST 2013 Quest Software Inc SOFTWARE ALL RIGHTS RESERVED 252 The Favorite Query Menu LW Basic Asset This drop down menu allows you to determine which assets will appear in the asset list View Separate Window Icon The E icon will break out the Asset List window into a separate window The Asset Filter Pane The a icon next to the drop down menus opens the Asset Filter Pane button In the example below the option has been selected to show the filter The filter appears immediately above the asset list Filter Assigned User 7 fin z John Smith v P Joel Ha
246. t type 8 If the contract is to be based upon a set number of issues enter the number of issues in the Default Number of support issues text field 9 Ifthe contract is to be based upon a duration of time enter the number of months days and years in the text fields provided 10 If the contract is to be based upon a pre determined amount of support time enter the hours and minutes in the fields provided 11 Click the OK button when finished The new contract will now appear in the contract list QUEST 2013 Quest Software Inc SOFTWARE ALL RIGHTS RESERVED 148 Contract Hame Sample Duration Contract Inactive Standard Cast 500 Warming las a Warranty Comments 500 for sik months of service Contract Type a Contract based on number of issues Default number of support issues lo gt Support Contract Duration 2 of Years E of Months E of Days bp O C Contract Service Minutes Hours Minutes Service Minutes Save Cancel 12 To edit a support contract click the Edit button This will open the Contract Edit window which is a duplicate of the Contract Add window Edit the contract and click the OK button when finished 13 To delete a support contract select the contract in the list and click the Delete button Click the OK button at the prompt Holidays Configuration gt Holidays Holidays are those days that are generally not included when tabulating time i
247. ters may be affiliated with a company but when they are you can capture pertinent company information that can be linked to your requester records Although the only required information about a company is its name the more information you enter the better Help Desk Authority will be able to provide a complete profile when you need it The Company screen of the Administration window is shown below amp Requester Management gt Requesters Company Name panies External Support Company Code Q Asset Management Email Domain gt Asset Types Main Phone Asset Manufacturers Oo Asset V Note Enter full or partial search criteria and click Search gt Asset Templates E Issue Management gt Issue Templates Issue Activities Issue Categories Issue Sub Statuses gt Issue Types Priority Mapping Configuration System Options Message Board Email Templates Products Support Contracts Holidays Operating Hours Customization Custom Fields Customize Window Layouts List Layouts City State Postal Code Company Name Email Domain Main Phone Titan Software titan com 913 258 4981 Security Users Groups and Privileges QUEST Company Vandalay Industries Company tr43g Location Preview SOFTWARE Email Domain vandalay com Main Fax Main Phone 888 365 8874 2013 Quest Software Inc ALL RIGHTS RESER
248. that describes the group such as Technical Support or Help Desk After establishing Help Desk Authority users in the database they can be assigned to a group Each security group is then given access to specified Help Desk Authority functions These functions are called privileges For example viewing an issue list defining custom fields deleting issues and attaching files are privileges that can be assigned to a security group Users may be assigned to more than one security group Users Security gt Users Administration Py Requester Management gt Requesters Full Name Login Name R neat Primary Email Ce fe Asset Management Asset Types Note Enter full or partial search criteria and click Search Asset Manufacturers Asset Vendors Asset Templates Issue Management Issue Templates Issue Activities Issue Categories Issue Sub Statuses Issue Types Priority Mapping Configuration gt System Options Message Board Email Templates Products Support Contracts Holidays gt Operating Hours Customization Custom Fields Customize Window Layouts List Layouts Security Users Groups and Privileges Edt Delete In the Users window a list of the users will be presented You can also perform a search to find specific users by using the steps below QUEST 2013 Quest Software Inc SOFTWARE ALL RIGHTS RESERVED
249. the Select Status window This version allows you to select more than one status using the checkboxes whereas the first version of the Select Status window only allows one selection via the drop down menu QUEST 2013 Quest Software Inc SOFTWARE ALL RIGHTS RESERVED 217 Select Company and Active Inactive Window Reports used in e Assets by Company e Graph Issues by Requester e Support Contracts Select Company Company KA Active lnactive All bial There are only two drop downs in this window First select a company or All companies from the Company drop down menu Next select Active Inactive or All from the Active Inactive drop down menu Click the OK button Select Status and Date Range Window Report used in Graph Issues by Week Select Status and Date Range Eg Start Date 17172011 End Date 1 19 2011 First select the status in the Status drop down menu Next select the start date of the date range in the Start Date drop down calendar Then select the end date of the date range in the End Date drop down calendar Click the OK button QUEST 2013 Quest Software Inc SOFTWARE ALL RIGHTS RESERVED 218 Select Tracking Field and Minimum Percentage Window Reports used in e Graph Computers by Assignment e Percentage of Issues Select Tracking Field Specify the minimum percentage T to appear on the report First select the field you
250. the Urgency QUEST 2013 Quest Software Inc SOFTWARE ALL RIGHTS RESERVED 52 5 To change the order of your Urgencies select one and use the or keys to arrange them Adding a Priority 1 Inthe Priorities text field enter the name of the new Priority then click the button 2 The Priority will now be visible in the Name column of the Priority list Priorities O m Very Low C 3 You can delete the Priority by selecting it then clicking the a button When prompted for confirmation click the Yes button 4 To edit the Priority select it then click the button or simply double click the name of the Priority Editing a Priority is different from editing an Impact or Urgency In a Priority not only can you edit the name but the default due date can also be edited as shown below Priority Name urgent 7 Inactive Default Due Date Due Hours lo Z Due Minutes lo Set due date based on 24 7 schedule and ignore business hours and holidays 5 To change the order of your Priorities select one and use the or keys to arrange them Adjusting the Mapping Grid To adjust Priorities up or down in the Priority Mapping grid 1 Check the Automatically assign issue priorities based on impact and urgency checkbox This allows for adjustments to the Priority Mapping grid Also if you would like to allow the user to override the Priority settings check the checkbox labeled Allow users to
251. the issue make those changes 3 You will often be adding activities or notes to issues as you work toward a resolution Use the Activity and Note tabs to add these if necessary 4 Click the OK button when finished QUEST 2013 Quest Software Inc SOFTWARE ALL RIGHTS RESERVED 193 Chapter 5 Assets Help Desk Authority provides an excellent means for keeping an inventory of your organization s assets In addition to storing information such as serial numbers locations and manufacturers you can also capture key information about the vendors who have sold or who are leasing the assets to you It is important to note that each asset must be assigned an asset type Therefore you must create at least one asset type For example if you choose not to categorize your assets by type you can create one category called Asset and then assign this type to all assets that you create The Asset Toolbar New Asset 2 Edit Asset E Delete Asset B Template Print New Asset Add new asset Opens the Asset Types window a Edit Asset Edit asset Opens the Asset Edit window PS Template Asset templates Opens the Asset Templates window G Print Print asset Prints the asset Next to the asset toolbar are two drop down menus described below Delete Asset Delete asset Deletes the selected asset The List Layout Menu B All Fields Default ET Test Layout Ge Refresh Asset List Layou
252. the wizard or click the Skip to Finish button to jump to the closing screen of the wizard 8 To clear all fields click the Undo Changes button at any time Example Below is an example of a completed email set up r Help Desk Authority Email Options In this step we will set up preferences for sending email from Help Desk Authority You may use your Outlook composer or the Help Desk Authority composer using SMTP a Undo Changes Use Microsoft Outlook f SMTP SMTP Options SMTP Server Name mail server com a Port Sumber 25 Use SSL Default port for sSMTP is 465 Email Address iars metallica com a Email Display Name Lars Ulrich V My Server Requires Authentication User Name Jiutrich Password T T T T As M aeaeSGarxy QUEST 2013 Quest Software Inc SOFTWARE ALL RIGHTS RESERVED 50 Priority Mapping The Priority Mapping window enables you to configure impacts urgencies and priorities Introduction Priority mapping is a feature that allows users to define levels of priority based on impact and urgency for every phase of the Issue lifecycle Priorities are automatically categorized on a scale from highest to lowest The scale is graphically represented on a color coded grid marked with Urgencies and Impacts es Help Desk Authority Priority Mapping In this step we will assign issue prioritities based on impact and urgency All changes take ef
253. tically assign Issue Priorities based on Impact and Urgency checkbox This allows for adjustments to the Priority Mapping grid Also if you would like to allow the user to override the Priority settings check the checkbox labeled Allow users to manually override Priority settings iv Automatically assign issue priorities based on impact and urgency Allow usersto manually override priority settings 2 Select the Priority you wish to shift up or down in importance 3 Using the and gt buttons below the Priority Map expand the selected Priority level to the appropriate Impact and Urgency levels Example In the screen shot below the Priority 2 High which intersects the Medium Urgency and the Affects Department Impact is selected Affects Business Affects Department Affects Sales Affects User Affects Group Urgent 1 Urgent 1 Urgent 1 Urgent High 1 Urgent 1 Urgent Medium 1 Urgent Low gt Clicking the button after selecting the above priority will change the Priority Levels of several Impacts and Urgencies by expanding the 2 High Priority level to the left Note also that this shifts the 1 Urgent Priority to the left resulting in a lower Priority for some Urgency Impact combinations QUEST 2013 Quest Software Inc SOFTWARE ALL RIGHTS RESERVED 126 Affects Business Affects Department Affects Sales Affects Use
254. time that is spent When you begin work on an issue click the green start button 2 000 00 02 39 The timer will run until you either save the issue or click the red stop button 2 ooo 00 27 41 Help Desk Authority does not keep track of seconds when dealing with issue time The seconds are rounded up or down to the nearest minute When you re start the timer the seconds will be reset to zero and the minutes will be rounded to the nearest minute The issue timer is covered in greater detail in Chapter 3 QUEST 2013 Quest Software Inc SOFTWARE ALL RIGHTS RESERVED 185 To Create a New Issue 1 In the New Issue window select the company associated with the issue from the Company drop down menu or type the company name in the field The field label for the Company field is also a link that will open the Companies window You can search for a company based on a set of criteria and then select a company to use for this field Select the name of the requester associated with the issue from the Requester drop down menu or type the requester name in the field The field label for the Requester field is also a link that will open the Requester window You can search for a requester based on a set of criteria and then select a requester to use for this field If you have the Filter Requesters on Issue windows based on selected Company checkbox checked under Administration gt Configuration gt System Options
255. tions of Help Desk Authority All reports including the custom reports will reside in the directory you specify Select the Administration window then System Options under the Configuration heading as shown below t it 9 1 Mary Jones Setup Attachments c Program Files ScriptLogic Corporation Help Desk Authority Common Folder Attach unas Search Index C Program Files ScriptLogic Corporation Help Desk Authority Common Folder indexes m Please select shared folders on a common network drive so that all Help Desk Authority users may properly access them 4 A C C C F F F F F F c C C C C C F F F F F F F E kd RE All Open Issues 9 Tech Support Queue 0 All Overdue Open Issues ko My Recent Issues Adding a Custom Report To add a custom report to the list of reports 1 Click the Add button in the Crystal Report functions section of the Reports window 2 Browse to the location of the report you wish to add The report can be located anywhere A copy of this report will be moved to the folder you specified when you configured the Reports folder 3 Select the report you wish to add and click the Open button This will open the Add Report window shown below QUEST 2013 Quest Software Inc SOFTWARE ALL RIGHTS RESERVED 227 E Add Report Crystal Report Description Super Report 1 4 Enter a description for the custom report in the Description field Thi
256. to open the KB Keyword window make any necessary changes to your keyword or phrase then click the OK button Sa QUEST 2013 Quest Software Inc SOFTWARE ALL RIGHTS RESERVED 249 5 To Delete a keyword select it from the list and click the Delete button When prompted for confirmation click the Yes button The Related Articles Tab Often a Knowledge Base article will have articles that are similar or are related to the same issue By relating these articles searching the Knowledge Base for an answer to a problem will be easier In the article below with the Related Articles list shown there are two related articles When you see related articles like this you can select them from the Preview tab and read more on the related issue Knowledge Base Maintenance Slee Article ID E6106 need Power Point installed on my PC to complete a presentation KB 14 need Microsoft Power Point installed on my PL To add a related article to an existing article 1 Inthe Related Articles tab click the Add button This will open the Knowledge Base Search window 2 Use the search criteria to locate any related articles Related articles will appear in the Knowledge Base Search Result window list 3 Select any articles that you would like to relate to the base article and click the Select button 4 The article will now be listed as a related article QUEST 2013 Quest Software Inc SOFTWARE ALL RIGH
257. ton opens the Requester Add window that you are already familiar with Adding a requester from this window Is very similar to the basic add requester procedure Simply complete the fields as outlined in the Creating a New Requester section previously covered then click the OK button QUEST 2013 Quest Software Inc SOFTWARE ALL RIGHTS RESERVED 84 As shown below a single requester is found in the Requesters tab This requester is now linked to the new company Company Edit QUEST 2013 Quest Software Inc SOFTWARE ALL RIGHTS RESERVED 85 The next tab in the Company Add window is the Locations tab Here you can add edit and delete company locations We will cover each of these activities In our example below there is one location Company Add Company Name Frohman Sausage Company Inactive Custom Fields RS Locations oa Departments 4 Contracts ea Products G Attach LocationName Address 1 Address 2 City State Province PostalCode Country Little Rock 2931 Wolfe Drive Little Rock AR 72201 USA First we will modify the location by clicking the Modify Button This opens the Location Edit window Location Edit Location Name tthe Rock Address 1 2931 wolfe Drive Address 2 City Little Rock State Province Postal Code Country Inactive After the location has been edited click the OK button QUEST 2013 Quest Software Inc
258. tranet Site Description Several links notworking on the Intranet Site Issue z Status Open Requester Walter Cobb Received Date 1 5 2011 11 10 18 AM Company Titan Software Inc Asset 3 Preview OO Status Bar Each region will be described in detail in the following sections Note that many tasks in Help Desk Authority can be accomplished through multiple methods Over time you will develop methods and custom screens that are the most efficient for your particular organization QUEST 2013 Quest Software Inc SOFTWARE ALL RIGHTS RESERVED 13 Main Menu The Main menu displays the Help Desk Authority menus These menus contain all of the tasks available in Help Desk Authority w Help Desk Authority Helpdesk Administrator Reports When you select a menu item a list of commands is displayed For example when the Tools menu item is selected the following list of commands is presented WA Query Manager HDSearch TE Message Board Reports Ctrl R oh Quest Free Network Tools Run External Application Manage External Applications The commands displayed in a menu are presented in several different ways e Alone The command is immediately executed when selected e Followed by an arrow Indicating a sub menu of additional commands e Preceded by a checkbox A check indicates that the option is enabled e Grayed out Indicating th
259. tration a amp Requester Management gt Requesters Requester Name City Tr Companies External Support ee EEE sate 4 Asset Management j Company Postal Code Asset Types Asset Manufacturers Email Country Asset Vendors Primary Phone Asset Templates Note You may enter partial or full search criteria above a E Issue Management Issue Templates Requester Name CompanyName Email Issue Activities Issue Categories Issue Sub Statuses Issue Types Priority Mapping 4 Configuration System Options Message Board Email Templates Products Support Contracts Holidays Operating Hours 4 Customization Requester Name Requester Code Custom Fields Title Company Name Customize window Layouts Email Department List Layouts 4 gf Security Users O Preview Groups and Privileges Fax Number Location Name QUEST 2013 Quest Software Inc SOFTWARE ALL RIGHTS RESERVED 57 Searching for a Requester There are several ways to search for a requester from the Requesters screen You can search on a requester using any criterion listed below or a combination of criteria to narrow your results if desired The search section of the Requesters screen is shown below Name Eo i l City n Requester Code ee es State Senne ll Company as Postal Code a Email E Country C Primary Phone Note You may enter partial or full search criteria a
260. ts This drop down menu allows you to choose which list layout to use In the example above the only available selection is All Columns Select Refresh Asset List Layouts to make sure you have a complete list of all current asset list layout options The Favorite Query Menu LI All Printers yy Refresh Favorite Queries QUEST 2013 Quest Software Inc SOFTWARE ALL RIGHTS RESERVED 194 This drop down menu allows you to determine which assets will appear in the Asset list View Separate Window Icon The E icon will break out the Asset List window into a separate window The Asset Search Pane The 8 icon next to the drop down menus opens the Asset Search Pane shown below Asset Name Asset Type Asset Owner Company Asset Tag Manufacturer l Requester Entry Method Model Location Vendor l Search Reset In the Asset Search Pane you can search for an asset using many different criteria 1 Complete each field upon which you will be basing your search either by entering a value directly or by using the drop down menus 2 Click the Search button 3 To reset all fields back to blank at any time click the Reset button To close the Asset Search Pane click the icon The Asset Filter Pane The Y icon next to the asset search icon opens the Asset Filter Pane In the example below the option has been selected to show the filter The filter appe
261. ty to view Knowledge Base articles online HTML provides a more user friendly view To open a WYSIWYG HTML editor click the aA icon under the heading Also clicking on the field name will open a much larger text area in a new window Some users find this environment easier to work with when writing Knowledge Base articles If you would like to spell check your articles click the ed Icon In the Title field enter the title of the article This is a required field In the Description field enter a detailed description of the issue or problem In the Cause field enter the factors that caused the problem In the Resolution field enter the steps taken to resolve the problem In the URLs field enter any URLs containing relevant information to the issue QUEST 2013 Quest Software Inc SOFTWARE ALL RIGHTS RESERVED 247 The Details Tab The Details tab contains more detailed information regarding the article ty Knowledge Base Maintenance Self Service Statistics Last Used Date Created Date Read Count Changed User Found Useful Count Changed Date Not Useful Count Attach File Attach Clipboard Attach URL Open With Delete The top eight fields on this tab are automatically populated e Created User is the user who created the article e Created Date is the date the article was created e Changed User is the user who last updated the article e Changed Date is the date and time of the last cha
262. uery Manager Adam Cox Incident Kansas City High 3 13 2010 11 07 AM My anti virus has expired on my laptop New Issue Note On site visit gt Default Adam Cox Incident Kansas City High 3 13 2010 11 10 AM New Employee needs Network Login Privileges established Issue Type Changed HD HDAutoEscalate Rules 7 Walter Cobb Incident Kansas City Urgent 1 5 2011 11 10 AM Several links not working on the Intranet Site New Issue Private Henry Canova Service Request Kansas City Medium 1 5 2011 11 21 AM need Power Point installed on my PC to complete a presentation New Issue A Default A System B Default Show 100 per page d Refresh Refresh every 0 minutes The Status Bar At the bottom of the Helo Desk Authority window is the Status Bar as shown below The Status Bar displays the queries that are open as selected in the Query Manager see Chapter 6 The Query Manager for more information E All Issues by Assigned o All Issues from this year ias All Open Issues B Open Help Desk Issues Queries and The Status Bar From the Query Manager you can select which queries will appear in the Status Bar In the above example four default queries have been selected The query name is preceded by the number of issues in parentheses When you right click on any of these queries Help Desk Authority will display the menu shown below 9 Open TTEA S view Status Bar Issues Refresh Status Bar Edit
263. ule This schedule tells Help Desk Authority when and how often to create an issue using the issue template to populate the issue fields QUEST 2013 Quest Software Inc SOFTWARE ALL RIGHTS RESERVED 111 Defining Users for Creating Recurring Issues Help Desk Authority has the ability to create templates for issues that recur automatically explained later in this section These issues can be automatically generated and assigned to certain individual users When a user is defined to receive a recurring issue the issues if any are scheduled will be created when that specific user logs into Help Desk Authority To define users for creating recurring issues 1 Select Issue Templates from the navigation pane This will open the Issue Templates window 2 Click the Define Users for creating recurring issues link at the bottom of the window This will open the Users Recurring Issues window Ea Users Recurring Issues Note Recurring Issues will be created when a designated Help Desk Authority User logs in and one or more Recuring Issues are due to be generated You may specify one or more Help Desk Authority Users whose login will trigger the creation of these Issues See the User s Manual for more details Available Users Selected Users John Smith Mary Jones Cancel 3 Using the arrow buttons move users from the Available Users pane to the Selected Users pane These will be the users who up
264. urgh Date Purchased 1 154921 6 57 36 PM Preview You can toggle the preview pane on and off by clicking the icon at the bottom of the page Turning off the preview pane will allow you to view more assets in the asset list Below is an example where the preview pane is hidden You can un hide the preview pane by clicking the icon at the bottom of the page Help Desk Authority Helpe esk Administrator View Tools Setup Modules Help l G NewIssue Qh Requesters Gj Companies C Reports Gj Query F MessageBoard GB HDAsset fh Administration ch HOServer Modules E Quest Free Network Tools Assets Oie E ea O a a CO lh dle Des AssetID AssetTag Asset Type Requester Company Manufachwer Model HP Printer Desktop Computer Desktop Computer Desktop Computer PRINTER3849 PRINTER2233 PRINTER8297 PRINTER4205 PRINTER7242 PRINTERS303 Hewlett Packard HP La DESKTOP7996 i Hewlett Packard HP Pa DESKTOP8231 Hewlett Packard HP Pa AS8292 i Sony VAIO VGC AS6362 Sony VAIO VGC Sony VAIO VGC Sony VAIO VGC Sony VAIO VGN Sony VAIO VGN E B Default HP Printer 1st Floor oon mone WH c i b oS b nt ad UA UN O Bx B38 A PEEECESEE SS Toshiba Notebook Sales 1 NOTEBOOK 7567 Toshiba Toshiba Satel Z 4 b Untitled lt lt lt Page 1 ofl gt gt gt 76 items total f page as Refresh Asset Type HP Printer Desktop Computer Tag HP Printer Requester Company Location
265. when needed Re Sizing and Arranging Widgets The Dashboard comes with the ability to customize the views and layout of your selected widgets You can re size widgets re arrange them and place them anywhere you like To align all of your widgets to the invisible grid in the Dashboard right click in any white space of the Dashboard You will see the pop up menu below Align to Grid Copy Entire Dashboard Print Entire Dashboard Select Align to Grid Your widgets will now be aligned to the grid spaced evenly regardless of the sizes of each widget To copy the Dashboard to your clipboard for example to make a screen shot select Copy Entire Dashboard To print the Dashboard select Print Entire Dashboard QUEST 2013 Quest Software Inc SOFTWARE ALL RIGHTS RESERVED 234 To re size a widget Select any side or corner of the widget and hold down the left mouse button Drag the side or corner of the widget until it is the side you would like To move a widget Left click anywhere in the title bar of the widget or on the HB icon and drag the widget to any location on the Dashboard Note that you can place a widget partially or completely on top of another widget if you would like The Message Board The top pane of the Dashboard contains the Help Desk Authority Message Board You can edit the Message Board to display any important messages that all Help Desk Authority users and HDAccess cust
266. works Description HDWeb service sometimes drops in a 3G network EJ Cause P routing TEJ Resolution Install IP routing patch S There are five tabs in a Knowledge Base article This first tab shown above is the KB Article tab The Article Prefix drop down is populated with pre defined prefix choices that are compiled in KB Configuration described later in this chapter This prefix is paired with the Article Number below it The Article Number field is automatically populated when the article is created The Category and Sub Category drop downs are also user defined see later in this chapter They are optional fields but it is highly recommended to use these fields to enable easier searching QUEST 2013 Quest Software Inc SOFTWARE ALL RIGHTS RESERVED 246 Another optional field is the Product Name If the correct selection is available in the drop down it is recommended that you use it If you would like to limit the article to internal technicians only check the Internal Use Only checkbox Clicking the Preview button will pull up the Preview tab to preview the article in HTML This is how it would look online in HDAccess The next five fields will be automatically populated if the article is being created from an issue and if the issue contains the information You can also enter text or HTML into these fields If you are using HDAccess and you would like to grant your customers the abili
267. y Cancel 4 Click the OK button 2013 Quest Software Inc QUEST SOFTWARE ALL RIGHTS RESERVED 70 In our example a URL for Help Desk Authority on the Quest website has been added as shown below Requester Name ed Inactive Attach File Attach Clipboard Attach URL Open With Delete 2 cm NHL Habs Manual Rally url Goal Ho HDA Upg 5 Added attachments can be viewed by selecting the attachment and clicking the Open With button or by simply double clicking the attachment 6 Added attachments can also be deleted by selecting the attachment and clicking the Delete button QUEST 2013 Quest Software Inc SOFTWARE ALL RIGHTS RESERVED 71 The next tab in the Requester Add window is the Contracts tab From here you can associate a specific contract to the new requester Requester Edit Requester Name Art Vandalay A EA General Custom Fields D HDAccess VE Assets QB Attachments CG on E ER Contract Name Reference No Contract T ype Inactive To associate a contract to a requester 1 Click the Add button This will open the Requester Contract Add window 2 Under the General tab select the contract you wish to assign to the requester from the Contract List drop down menu 3 Enter the reference number in the Reference No field if necessary Add any comments in the Comments field 5 The Start Date and End Date fields will be autom
268. y Office 20 A MICROSOFT NET FRAMEWORK 3 MICROSOFT COR MICROSOFT NET 3 5 30729 S oftware Microsotft MICROSOFT NET FRAMEWORK 3 MICROSOFT COR MICROSOFT APPL 12 0 6072 5000 Software Microsoit MICROSOFT APPLICATION ERROR Ry MICROSOFT SOL SERVER 2008 MICROSOFT COR MICROSOFT SOL Unknown Softwares icrosoftt RY MICROSOFT SOL SERVER 2008 SE MICROSOFT COR MICROSOFT SOL 10 0 1601 1 Software sMicrosoft ry MICROSOFT SOL SERVER 2008 COM Ey MICROSOFT SOL SERVER 2008 DATA Py MICROSOFT SOL SERVER 2008 DATA ry MICROSOFT SOL SERVER 2008 MANA ry MICROSOFT SOL SERWER 2008 MATI Ce MICROSOFT SQL SERVER 2008 ASF 0 MICROSOFT SOL SERWER COMPACT P MICROSOFT SOL SERWER COMPACT ry MICROSOFT SOL SERVER MANAGEM ry MICROSOFT SOL SERVER NATIVE CLI ry MICROSOFT SOL SERWER SETUP SU ey MICROSOFT SOL SERVER W55 WRITE ey MICROSOFT SOL SERVER W55 WRITE ry MICROSOFT VISUAL C 2005 REDIST ry MICROSOFT YISUAL STUDIO TOOLS F Fy MSeML 4 0 SP2 KB954430 v4 20 9870 ry SOL SERWER CUSTOMER EXPERIENC ca Senptlogic Products EH Other Products Note that you can also select a category and drag software applications from the Product table to a license group Using this option you can select more than one application by selecting an item then holding down the Shift key and selecting another item All items between the two selected items will now be selected and the entire group can be dragged and dropped into a license group To un assig

formerly Help Desk Authority 9.1.3

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