Novell OPEN WORKGROUP SUITE SMALL BUSINESS EDITION 9.3 - ADMINISTRATION 10-2007, Manual

Page 1: ...vell w w w n o v e l l c o m novdocx en 26 August 2007 Helpdesk Administration Guide Open Workgroup Suite Small Business Edition Helpdesk 9 3 O c t o b e r 2 0 0 7 A D M I N I S T R A T I O N G U I D...

Page 2: ...rt or re export to entities on the current U S export exclusion lists or to any embargoed or terrorist countries as specified in the U S export laws You agree to not use deliverables for prohibited nu...

Page 3: ...l Trademarks For Novell trademarks see the Novell Trademark and Service Mark list http www novell com company legal trademarks tmlist html Third Party Materials All third party trademarks are the prop...

Page 4: ...novdocx en 26 August 2007...

Page 5: ...19 2 1 1 User Directions for Submitting a Helpdesk Ticket 20 2 1 2 User Directions for Searching for a Helpdesk Ticket 21 2 2 Technician Role 22 2 2 1 Technician Add New Incident 22 2 2 2 Technician D...

Page 6: ...6 Helpdesk Administration Guide novdocx en 26 August 2007...

Page 7: ...stions about this manual and the other documentation included with this product Please use the User Comments feature at the bottom of each page of the online documentation or go to www novell com docu...

Page 8: ...8 Helpdesk Administration Guide novdocx en 26 August 2007...

Page 9: ...rver operating system and the base component eDirectory you can install the Helpdesk application from the NOWS Admin GUI 1 Log in to the NOWSBE Admin GUI with the sbsadmin login name and password 2 Cl...

Page 10: ...user to be used for your LDAP services The proper format is to use commas and not periods to separate the login ID and its context information LDAP Base Organization The base context your Helpdesk app...

Page 11: ...en 26 August 2007 6 Click Next to continue your Helpdesk installation 7 Specify the settings for your Helpdesk environment Helpdesk Administrator User Name The login ID for the default administrator o...

Page 12: ...ess would be support yourdomainname com Helpdesk Database User Name The name of the user on your database server that will have full access to this database instance Helpdesk Database Password The pas...

Page 13: ...636 then enter a 1 here to enable SSL LDAP Bind DN The fully distinguished name for the proxy user that will be used for your LDAP services The proper format is to use commas and not periods to separ...

Page 14: ...MySQL User The user that will be used to manage the database It needs full privileges MySQL User Password The password to which the MySQL User is linked 4 Click Next to continue your Helpdesk install...

Page 15: ...ur employees to see when they log into your Helpdesk application Helpdesk Admin E Mail The address to be used when users submit tickets and from which responses from Helpdesk are addressed An example...

Page 16: ...incident s status Helpdesk Send User Close Keep the default of 1 to activate notification Change to 0 to not notify users of a change in their incident s status to Close Helpdesk Web Helpdesk Page The...

Page 17: ...poll for incidents submitted by e mail Helpdesk Ticket Sleep Time The interval in seconds the system polls for new incidents submitted through the Helpdesk interface 8 Specify the additional Advanced...

Page 18: ...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...

Page 19: ...s new queues and modify system configurations as needed NOTE You can assign combinations of the roles above to grant the access your staff needs For example you can grant an administrator the Administ...

Page 20: ...rver Problems pertaining to account setup on the server Workstation Problems pertaining to your issued laptop or desktop 3 In the Priority field select the appropriate rank for your problem Fatal Lost...

Page 21: ...t 2 Sort tickets by clicking the following headings ID Date Priority Status or Technician Assigned 3 Click Details to see specifics on your chosen Helpdesk ticket You are directed to the View Incident...

Page 22: ...is granted the basic Helpdesk access along with added access to the Technicians panel Therefore technicians can view both the Incidents panel and Technicians panel when they log in to Helpdesk The Kn...

Page 23: ...ptop or desktop 5 In the Assign a Technician field you can specify a technician s name to allocate the incident 6 Select the appropriate Priority field Fatal Lost capability to critical systems Critic...

Page 24: ...incident 2 Narrow your search by selecting the queue level that corresponds with the desired helpdesk ticket 3 The Date Range menu allows you to narrow your search by selecting the time frame within...

Page 25: ...me it takes technicians to close a helpdesk ticket The Knowledge Base is where Technicians have access to search all Helpdesk tickets by the incident description queue and date This enables technician...

Page 26: ...nel is where you have access and create queues settings and assign roles if you choose not to do so directly in eDirectory As an administrator you have access to all other sections on the Helpdesk A H...

Page 27: ...n a timely fashion 2 4 2 Creating and Assigning Queues 1 Go to your Helpdesk link and log in as an administrator 2 Click the link labeled Queues from the Administrator menu panel 3 Click Edit on a new...

Page 28: ...tabase is pre populated from eDirectory If there are specific changes that you want to make in your Helpdesk settings this is where you make them As an Administrator it is important to note the follow...

Page 29: ...Administration 29 novdocx en 26 August 2007 Figure 2 3 Helpdesk Settings...

Page 30: ...r example you can grant Administrators the Administrator role and the Reporter role so they can assist users and track their technical staff s efficiency 1 Log in by specify your Helpdesk username and...