manuais HP SP1

Hp SP1 Manual do Utilizador (143 páginas)

Marca: Hp | Categoria: Software | Tamanho: 2.13 MB |

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Índice

Helpdesk Solution 5.6 SP1

1

User Guide

1

Contents

3

Contents

4

Document Conventions

6

Training

7

Preface

8

Introducing Helpdesk Solution

9

Features and Benefits

11

System Requirements

12

Chapter 2:

13

Requirements

14

Install Notification Server

18

Satellite Helpdesk

19

Helpdesk Solution Consoles

22

Workers and Worker Queues

23

Contacts

24

Work Items

25

Installation

27

Prerequisites

27

Helpdesk Setup

28

Click Next

30

Upgrading Releases

32

Uninstalling

32

Localization

33

3 Click Apply, then OK

34

Console Security

36

Administrators

37

End Users

38

Setting Permissions

39

Entry Points

40

Helpdesk configuration page

41

Licensing

43

User Interface

44

Chapter 6: User Interface

45

Helpdesk Worker Console

47

Common tasks

48

Toolbar Description

48

Item Count, Date and Time

49

The Worker Report

49

New Work Item

50

Work Item Page Description

51

Add New Work Item

52

View or Edit Work Items

53

New work item page

54

Link Work Items

56

Link Page Field Description

57

E-mail Messages

58

E-mail Page Field Description

59

Find Contact - New Work Item

61

Find Asset - New Work Item

64

Select Asset - New Work Item

65

Find Work Items

66

Find Work Items - Simple Tab

66

Using Queries

70

List Query

71

New Query

71

Modify New Query Search

72

Query Data Types

73

Query Parameter Replacement

76

Delete Queries

78

Last Query Results

79

Retrieve Queued Item

80

Contacts Home

80

View Contacts

81

Find Contacts

81

New Contact

82

Assets Home

84

New Asset

85

Assets

87

My Helpdesk - New Work Item

89

Sort Work Item List

89

Edit My Info

90

Work Item Request - NT User

91

Work Item Request - User

92

Work Item Request - Guest

92

Work Item History

93

Support for Pocket PC (PPC)

94

Administration

95

Chapter 7: Administration

96

Helpdesk Admin Console

97

The Admin Report

98

Run Admin Reports

99

Categories

100

List Categories

100

Edit Categories

101

Add New Category

102

Modify Category

103

Move Category

104

Copy Category

105

Delete Category

106

Routing Rules

107

List Routing Rules

107

Edit Routing Rule

108

New Routing Rule

109

Delete Routing Rules

111

Notify Rules

112

New Notify Rule

113

Edit Notify Rule

115

Delete Notify Rules

116

E-mail Templates

117

New Template

118

Edit E-mail Templates

119

E-mail Template Macros

120

Complex Macros

121

Mail Macros

121

Bulletins

122

Add New Bulletin

123

Delete Bulletin

123

View Source

124

New NS Source

125

New SMS Source

125

Edit Source

126

Import from Source

127

Configure Helpdesk

128

Delete Work Items

130

Page Items

131

Advanced Tab

132

Delete Contacts

133

Delete Assets

134

New Worker

135

Edit Worker

136

List Queue

137

New Queue

138

Notification Policies

140

Service Level Agreements

141

Troubleshooting

142

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