Overview

The Help Desk template supports a typical Help Desk environment in which issues or requests are reported by end users and the Help Desk team resolves the issues or processes requests.

Quick Links

• Projects - describes the projects available in this template.
• Forms - explains the forms available in this template.
• Fields - provides details about the fields configured by default.
• Dependent Pulldowns - an example of how dependent pulldown fields can be used.
• Workflows - description of the workflow process.
• Charts - sample charts available in this template.
• Email - information about the default email notification rules.
• Security - a summary about the security model in effect.

Projects

A default project called "Help Desk" is available in this template and is visible to all user groups. This project can be customized and additional projects can be added via the Projects section.

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Forms

A default form called "Ticket" is available in this template, is associated with the "Help Desk" Project and is visible to all user groups. This form can be customized and additional forms can be added via the Forms section.

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Fields

The Ticket form contains the following fields. Note that you can customize the database by adding to or removing fields, or changing any pulldown menu values via the Fields section. Field names with an asterisk are required by the system and cannot be removed from any form(s).

PRN*	Numeric record identifier. Assigned at the time the ticket is created.
Title	A one line text summary of the problem or request. Set at the time the ticket is created.
Product*	Identifies the product for which the ticket has been reported. Set at the time the ticket is created.
Component	Identifies the component for which the ticket has been reported. Values displayed in this field depend on the value selected for the Product field. Set at the time the ticket is created.
Last Updated Date*	The date and time when the ticket was last modified. Set automatically as the ticket is processed through the workflow.
Platform	Describes the hardware or software platform where the problem occurs. An example is the operating system (e.g. Windows XP). Set at the time the ticket is created.
Request Type	Classifies the ticket. Some of the possible values are: Bug / Issue, Enhancement, Equipment Request, Feedback. Set at the time the ticket is created.
Severity	Describes how serious the problem is. Set at the time the ticket is created.
Description	Full description of the problem. Ideally describes the nature of the problem and how to reproduce the behavior. Set at the time the ticket is created.
Reported By*	Name of the user that reported the ticket. Initially set to the name of the current user logged in. Set at the time the ticket is created.
Date Reported	The date the ticket was created. Automatically initialized, and set at the time the ticket is created.
Workaround	Describes how to work around the reported problem. Set at the time the ticket is created.
Pending Issues	Describes what information or tasks are needed before a ticket can continue to be processed. Set by the Help Desk Engineer if issues arise that keep the ticket from being processed.
Status*	Current state of the ticket. Changes as the ticket is processed through the workflow.
Assigned To*	User the ticket is currently assigned to for processing. Set either manually or automatically during processing of the workflow.
Host Name	The host name of the machine of the user who reported the issue. Set automatically when the ticket is created using the AutoFill feature.
IP Address	The IP Address of the machine of the user who reported the issue. Set automatically when the ticket is created using the AutoFill feature.
Operating System	The operating system installed on the machine of the user who reported the issue. Set automatically when the ticket is created using the AutoFill feature.
Est. Close Date	Date when the issue or request is expected to be resolved. Set by the Help Desk Engineer when deciding how to process the ticket.
Priority	Describes the relative importance of handling this ticket compared to other tickets entered in the system.
Close Date	Date when the ticket was closed. Set by Help Desk when issue or request has been resolved. Automatically initialized to the current date/time.
Close Detail	Describes the details about how the issue or request was resolved. Set by the Help Desk when the issue or request has been resolved.
Deleted*	Denotes whether the ticket has been deleted.

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Dependent Pulldowns

The pulldown field Component is dependent on the pulldown field called Product, allowing the Component field to only display those values that correspond to the Product selected. The examples below illustrate the purpose of Dependent Pulldowns.

Example 1: When "Hardware" is selected in the Product field, the Component field displays the following option menu items:

• Computer
• Modem
• Monitor
• Other
• Printer

Example 2: When "Software" is selected for the Product field, the Component field displays the following option menu items:

• Our Browser
• Our Database
• Our Email
• Other

Details on setting up dependencies between pulldown fields can be found in the Customizing Pulldown Dependencies section of the Admin Guide.

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Workflows

It is assumed that tickets will be processed and moved through the workflow process by using the Task operation. A default workflow called "Help Desk Ticket Process" is available in this template and is associated with the "Ticket" Form and is in use in the "Help Desk" Project. You can customize the Help Desk Ticket Process workflow or add additional workflows via the Workflows section.

1. Reported

   It is assumed that each Help Desk Engineer is assigned to a particular product or area of expertise. When a ticket is created, it is set to the state Reported, and assigned to a particular Help Desk Engineer based on the Product selected in the ticket. The user who reported the ticket can update it while it is in the Reported state (before a Help Desk Engineer begins working on it) using the Update Request transition. This transition allows the Reporter to add more information that may help the Help Desk Engineer resolve the issue. The same fields that are available to the Reporter on the Add or Submit pages are available in this transition. The Reporter must explain what was changed in the History Comment field.

   Each Help Desk Engineer reviews the incoming tickets and decides how to process each using a list of possible workflow paths. The Help Desk Engineer can choose one of the following:

   • Begin processing a ticket by selecting the transition called Start Processing Request. The Description field is presented for the Help Desk Engineer's reference. The Help Desk Engineer must enter an Estimated Close Date and can optionally set the Priority of the request. This transition will keep the ticket assigned to the Help Desk Engineer and place the ticket in the In Process state.
   • Close the ticket by selecting the transition called Close. The Description field is presented for the Help Desk Engineer's reference. This transition will place the ticket in the Closed state and assign it to TBD ("no one" since this ticket will not be processed any further). The Help Desk Engineer will be required to enter a reason the ticket was closed in the Close Detail field. The Close Date will be updated automatically.
   • Delay processing of the request by selecting the Hold Request transition. The Description field is presented for the Help Desk Engineer's reference. The Help Desk Engineer is required to enter a reason for the delay in the Pending Issues field and an Estimated Close Date. It is optional to set the Priority for the ticket. This transition will place the ticket in the On Hold state, but will still be assigned to the Help Desk Engineer.

   This is implemented by:

   Workflow Properties

   • Defining Reported as the Default Add State when a ticket is added
   • Assigning a Help Desk Engineer as the manager for the Reported and On Hold states for each Product e.g. Help Desk Engineer One (help_one) is the manager for the Reported and On Hold states for the Hardware Product

   Transitions

   • Defining a transition with New State set to Reported and New Assignee set to "<Same Assignee>"
   • Defining a transition to move a ticket to the In Process and On Hold states where the assignee is <Same Assignee>.
   • Defining transitions to move a ticket to the Closed state where the assignee is TBD.

   Task Fields

   • Configuring the History Comment (required) and the following optional fields to be presented during the Update Request transition: Title, Product, Platform, Request Type, Severity, Description, Workaround
   • Configuring Description (read only), Est. Close Date (required) and Priority (optional) to be presented during the task operation for the transition to the In Process state.
   • Configuring Description (read only), Close Detail (required) and Close Date (read only and initialized) to be presented during the task operation for the transition to the Closed state.
   • Configuring Description (read only), Pending Issues (required), Est. Close Date (required) and Priority (optional) to be presented during the task operation for the transition to the On Hold state.

2. In Process

   The Help Desk Engineer assigned to the ticket attempts to resolve the issue or request, then chooses one of the following transitions:

   • If the issue is resolved, the Help Desk Engineer can close the issue by selecting the transition Close. The Description field is presented for the Help Desk Engineer's reference. This transition will place the ticket in the Closed state and assign it to TBD ("no one" since this ticket will not be processed any further). The Help Desk Engineer will be required to enter a reason the ticket was closed in the Close Detail field. The Close Date will be updated automatically.

   • If the issue has not been resolved and the Help Desk Engineer needs to escalate the issue to a manager for troubleshooting assistance, the Escalate transition will be selected. The Description field is presented for the Help Desk Engineer's reference. The Help Desk Engineer is required to enter the reason for the escalation in the Pending Comments field. This will place the ticket in the Escalated state and will assign it to the Help Desk Manager.

   • If the issue cannot be processed until a later (e.g. because more information is needed or there is a delay to receive equipment needed to resolve the issue), the Help Desk Engineer can select the Hold Request transition. The Description field is presented for the Help Desk Engineer's reference. The Help Desk Engineer is required to enter a reason for the delay in the Pending Issues field and an Estimated Close Date. It is optional to set the Priority for the ticket. This transition will place the ticket in the On Hold state, but will still be assigned to the Help Desk Engineer.

   This is implemented by:

   Workflow Properties

   • Defining Help Desk Manager (help_mgr) as the manager for the Escalated state

   Transitions

   • Defining a transition to move a ticket to the Closed state where the assignee is TBD.
   • Defining a transition to move a ticket to the On Hold state where the assignee is <Same Assignee>.
   • Defining a transition to move a ticket to the Escalated state where the assignee is the manager of that state

   Task Fields

   • Configuring Description (read only), Close Detail (required) and Close Date (read only and initialized) to be presented during the task operation for the transition to the Closed state.
   • Configuring Description (read only), Pending Issues (required), Est. Close Date (required) and Priority (optional) to be presented during the task operation for the transition to the On Hold state.
   • Configuring Description (read only) and Pending Issues (required) to be presented during the task operation for the transition to the Escalated state.

3. Escalated

   The Help Desk Manager (help_mgr) decides how to proceed with the issue:

   • The issue can be sent back to the Help Desk Engineer by using the De-escalate transition. The Description field will be provided for help_mgr's reference. Comments to aid the Help Desk Engineer to resolve the issue must be entered into the Pending Issues field. Optionally, the Priority of the ticket can be updated. This will place the ticket back into the In Process state and assign it to the Help Desk Engineer who worked on the ticket when it was previously in that state.
   • The issue can be closed by using the Close transition. The Description field is presented for reference purposes. This transition will place the ticket in the Closed state and assign it to TBD ("no one" since this ticket will not be processed any further). help_mgr will be required to enter a reason the ticket was closed in the Close Detail field. The Close Date will be updated automatically.

   This is implemented by:

   Transitions

   • Defining a transition to move a ticket to the In Process state where the assignee is <Last Assignee for New State>
   • Defining a transition to move a ticket to the Closed state where the assignee is TBD

   Task Fields

   • Configuring the Description (read only), Pending Issues (required), Priority (optional) to be presented during the Task operation for the transition to the In Process state.
   • Configuring the Description (read only), Close Date (read only, initialized), and Close Detail (required) fields to be presented for the transition to the Closed state.

4. On Hold

   Processing was stopped for the tickets in this state. The Help Desk Engineer can resume processing of a ticket using the Resume Processing transition. The Description field will be provided for reference purposes and the Help Desk Engineer will have the option to update the Estimated Close Date and Priority fields. This will place the ticket in the In Process state and will remain assigned to the Help Desk Engineer. The Help Desk Engineer can close the issue by using the Close transition. The Description field is presented for reference purposes. This transition will place the ticket in the Closed state and assign it to TBD ("no one" since this ticket will not be processed any further). The Help Desk Engineer will be required to enter a reason the ticket was closed in the Close Detail field. The Close Date will be updated automatically.

   This is implemented by:

   Transitions

   • Defining a transition to move a ticket to the In Process state with New Assignee set to <Same Assignee>
   • Defining a transition to move a ticket to the Closed state and assigned to TBD

   Task Fields

   • Configuring the Description (read only), Est. Close Date (optional), Priority (optional) to be presented during the Task operation for the transition to the In Process state.
   • Configuring the Description (read only), Close Date (read only, initialized), and Close Detail (required) fields to be presented for the transition to the Closed state.

5. Closed

   Processing on these tickets has been completed.

Sample Saved Charts

A set of sample saved charts are included in this template. Click here to see details of these sample metrics.

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Email Notification

The Help Desk template is set up to notify users as follows:

On Add or Delete of a Record: The current assignee, the manager for the current state, and the reporter of the ticket are notified

On Change of State to Inactive: The user who reported the ticket is notified when a ticket is moved to a state where processing has stopped (any state included in the Inactive state group: Closed or On Hold)

On Change of Assignment: Both the current assignee and the manager of the current state of the ticket are notified

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Security

The Help Desk template assumes a very simple security model reflecting a workgroup situation where all users are able to see any ticket. This is implemented by setting Enable Record Visibility option under General Preferences in the Administration Task page to No.

In addition, the privileges related to editing the field of the tickets have been removed from users that are not managers or Admin. With this configuration, users can rely on the Task operation to move tickets through the workflow. This can be changed within the User Accounts section of the Admin page.

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