Web Portal for Privileged Users

Overview: 

 

The Privileged User Web Portal in HelpSTAR 2010 has been redesigned to resemble the Windows Client. 

 

 

         

 

 

  1. The Toolbar

     

     

    All options available to a Privileged User can be accessed via the Toolbar.  Click between the tabs to view the different options available for each tab.

     

  2. Home Page Tasks

     

     

     

    HelpSTAR Messages:

     

  3.  

    • HelpSTAR Messages are sent through the HelpSTAR messaging system. These include:
    • Alerts: Automatic messages triggered by events, such as requests arriving in dispatch that are being assigned to you, etc.
    • Reminders Typically set by yourself or a manager to call attention to an item either immediately or in the future.
    • Quick Messages Dialog threads between Support Reps, end users, and managers. Support Reps can send a message to colleagues who will receive an alert on their desktop and have the option to reply, snooze, etc.

     

    This section allows you to view all of the alerts, reminders, and quick messages that have been sent to you.

    See HelpSTAR Messages for more information.

     
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  5. Scheduled/Overdue:

     

    This section displays items in your workspace that have been scheduled for you to work on today, or ones that are overdue.

    See Overdue for more information.

     
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  7. My Workspace:

     

    This section allows you to view your workload. The workspace window displays requests that are either in your service or in queues to which you are assigned. If you are designated a dispatcher, requests in dispatch will also show up here.

    See Workspace for more information.

     
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  9. New Request:

     

    Use the option to quickly launch a new Service Request.

    See Adding a New Service Request for more information.  

     
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  11. My Custom Views:

     

    This section allows you to view custom views that you can create from existing standard HelpSTAR views. You can add / delete fields, add filters, and change sort order to suit your requirements.  You can also create entirely new custom views that give you complete flexibility in extracting, filtering and sorting, and presenting HelpSTAR information in a fashion that’s most productive for you.

    See My Custom Views for more information.

     
  12.  
  13. Audit My Workstation:

     

    Get an instant picture of the hardware and software installed on your PC – click on the "Audit My Workstation" button to receive a screen detailing your PC’s configuration.

    See Audit My Workstation for more information.

     
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  15. My Calendar:

     

     View your any appointments or meetings you have scheduled via the My Calendar view.  You can also view calendars of other support reps.

    See Calendaring for more information. 

     
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  17. Learn:

     

    Learn HelpSTAR – tutorials, demos, and instruction on making HelpSTAR easier to learn and implement effectively. The material includes a framework for implementing best practices based on ITIL, and on our company’s 18 years research and expertise in service desk software development, training, and consulting.

     

     

  18. Find Options

 

 

  1. Search In: Define what you would like to search for:

 

 

 

  1. Search For: Define the criteria of your search

 

 

  1. Announcements

     

    This section will allow you to view any Announcements that have been created via the Windows Client.  If specified, these announcements may also appear on the End User Web Portal.  Note: on the Privileged User Web Portal, Announcements can only be viewed not created or modified.

     

     

     

  2. Daily Calendar View

    This section will allow you to view your calendar appointments for the day.  Note: this view is read-only access.  You will not have the option to create or modify meeting appointments from this view.

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  5. Status Bar

 

On the Home Page of the Privileged Web Portal, each support rep will have a quick summary of any requests or messages that require their attention.  These options are also active links to other areas in HelpSTAR.

 

 

The options available in the status bar include:

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

HelpSTAR Tab Options

 

Service Request Tab

 

This tab allows users to manage service requests from creation to resolution.

 

 

 

 

The options available on the Service Request Tab include:

 

New

 

Workbench

 

 

History

  1. Request History: Choose from a drop down menu to view a history of all requests logged by:

 

 

  1. Contact History: Choose from a drop down menu to view a chronological view of all of the recent contact with a particular:

 

 

Management Views

 

 

 

 

 

 

 

 

 

Data Analysis

 

Purchasing Tab

 

The Purchasing tab allows users to create purchase requests and view reports related to purchasing in HelpSTAR.

 

 

 

The options available on the Purchasing Tab include:

 

New:

 

Data Analysis

 

 

Knowledge Management Tab:

 

The Knowledge Management tab allows users to update and manage your knowledge base of Best Solutions.

 

 

 

The options available on the Knowledge Management Tab include:

 

New

 

 

Views Solutions

 

 

 

 

 

Data Analysis

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Setup/Administration Tab

 

The Administration tab allows users with the Administrator Privilege to set up and configure options such as user privileges and queue assignments.  Also, it allows the option to perform maintenance functions (add new, edit, de-activate, re-activate, etc.) related to Users (including Support Reps), Companies, Organizational Units and Categories.

 

 

 

The options available on the Setup/Administration Tab include:

 

Manage

 

 

 

 

 

 

 

 

  1.  

Merge

 

 

 

Re-Activate

 

 

 

 

 

Data Analysis Tab

 

The Data Analysis tab allows you to run and customize Reports, generate Charts and Queries, in order to produce information about the operation and performance of your help desk.  The Report Privilege is required to access this tab.

 

 

 

The options available on the Data Analysis Tab include:

 

View

 

 

 

 

 

HelpSTAR Customization Tab

 

The HelpSTAR Customization tab allows you to enable or disable available options to your End Users on the Web Portal.

 

 

 

 

The options available on the HelpSTAR Customization Tab include:

 

Configure

 

 

 

 

Back to top 

See Also:

End Users Web Portal

HelpSTAR's Windows Client Interface

Assigning Privileges

Queues

Customizing the End User Web Portal