User manual NOVELL OPEN WORKGROUP SUITE SMALL BUSINESS EDITION HELPDESK 9.3 ADMINISTRATION GUIDE 10-2007

[. . . ] Helpdesk Administration Guide novdocx (en) 26 August 2007 Novell Open Workgroup Suite Small Business Edition Helpdesk 9. 3 ADMINISTRATION GUIDE October 2007 www. novell. com novdocx (en) 26 August 2007 Legal Notices Novell, Inc. , makes no representations or warranties with respect to the contents or use of this documentation, and specifically disclaims any express or implied warranties of merchantability or fitness for any particular purpose. Further, Novell, Inc. , reserves the right to revise this publication and to make changes to its content, at any time, without obligation to notify any person or entity of such revisions or changes. Further, Novell, Inc. , makes no representations or warranties with respect to any software, and specifically disclaims any express or implied warranties of merchantability or fitness for any particular purpose. Further, Novell, Inc. , reserves the right to make changes to any and all parts of Novell software, at any time, without any obligation to notify any person or entity of such changes. [. . . ] Helpdesk Mail Digest: Keep the default of 0 to not send out a report of all incidents daily. Change to 1 to activate this notification. Helpdesk Send Notification: Keep the default of 1 to send out notifications. Change to 0 to deactivate this notification. Helpdesk Mail Password: The password used to log into the designated helpdesk mail account. Getting Started 17 novdocx (en) 26 August 2007 Helpdesk Mail User Name: The user name of the designated helpdesk mail account. Helpdesk Return Address: The e-mail address used by the helpdesk for responding to user inquiries. Helpdesk Mail Provider: The type of mail service used by your company. Helpdesk Incoming Mail Port: The port that the server is listening on for incoming mail. Helpdesk Incoming Mail Server: The address of your mail server. Helpdesk Outgoing Mail Server: The address of your mail server. Helpdesk Database Port: The port the database uses. Helpdesk Database Password: The password of the database admin account. Helpdesk Database User Name: The login name of the database admin account. Helpdesk Use SSL: Keep default of 0 if you will not be using SSL. Change to 1 if you have chosen to enable security. 9 Click Next to continue your Helpdesk installation. If they are correct, click Next to complete your Helpdesk installation. 11 After the installation has completed, click the Finish button. 1. 3. 3 Uninstalling Helpdesk 1 Log in to your NOWSBE server administration GUI with the sbsadmin login and password. 2 Click the Add/Remove link, then locate and select the Helpdesk component from the list of installed components. Confirm that you want to uninstall the component from your NOWSBE server. 4 If you do not plan to reinstall the Helpdesk application, you can clean up your user accounts by deleting the role information from the employeetype field in eDirectory. 18 Helpdesk Administration Guide novdocx (en) 26 August 2007 2 Administration 2 There are four types of access that can be granted in the Helpdesk application. The role that is assigned dictates what a user can able to view. [. . . ] The Event Viewers page enables the administrator to have quick access to view all tickets submitted in Helpdesk regardless of the status. 2. 4. 1 Queues Queues are divisions of tasks and can customized to fit your business needs. Typically, queues are set up and named for the teams to which the tickets will be assigned. For example: Workstations: The queue for the team assigned to dealing with desktops. Servers: The queue for the team assigned to handle servers. [. . . ]