How to set up to use the HelpDesk window

The HelpDeskmodule is licensed, this means that you have to purchase this module to be able to use it. You will need to install a new serial-number to use this modulen.

This chapter contains descriptions of the changes you have to make in the database to be able to use HelpDesk.

Evatic Service

See Settings/HelpDesk

These settings are similar to the settings you do for the Project-module. Vi have chosen to use different symptom and actioncodes for the HelpDesk-module because we believe that HelpDesk and project will need different types of codes.

1. Enter symptom codes 1-4 (This is optional) (see also Symptom dependencies)

2. Enter action codes 1-4 (This is optional) (see also Action dependencies)

3. Enter priority codes

4. Create HelpDesk tree.

If a HelpDesk-job can not be solved in the HelpDeskmodule - it might needed to assign it to the service-technicians:

5. Select what node HelpDeskjobs is to be moved to when sent to service. You select nodes attached to different symptom-codes.

6. Enter HelpDesk teams.

7. Enter HelpDesk types.

See Settings/Project

You have to create servicearticles to be used in the HelpDeskmodule. For example: you will not need traveltime. Create a group of servicearticles for the HelpDeskmodule - for example code SUP.

8. Enter service articles.

See Settings/Technician

Remember to create the HelpDesk-tree before you create technicians.

9. Enter Technicians (Select “HelpDesk resource” and enter the information in the HelpDesk tab) Tip

See Settings/Contract/Contract-type

10. Enter contract types and select the option "HelpDesk".

Note! See also the advanced settings under Customer/Advanced tab/Advanced HelpDesk settings tab).

Evatic Admin

See Usergroup/User

11. Select “Type,User” for each of the users you register. Select technician and technician number from the dropdown.

See Settings/Company XXX/SUPPORT

12. Here you will find the available settings (see help, F1). The following settings are the ones you have to configure:

• DEFAULT_SERVICEARTICLES_CODE (se step 8 above)

• ORDER_TYPE (You can add new types in Evatic Service/Settings/Order/Order types)

• SUPPORT_ON_HOLD_PRIORITY_NODE (folder/node that is to be use for tasks that are put on hold)

A description of all settings in Evatic Admin is to be found in the Helpfile for Evatic Admin.