Web Portal for Privileged Users

Overview: 

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

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

• Request #

• Request Title

• User

• Support Rep

• Company

• Organizational Unit

• Category

• Queue Folder

• Best Solution

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.

3.  

   

4.  

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:

• Alerts: HelpSTAR issues alerts to notify appropriate personnel when certain HelpSTAR Events occur.

• Overdue:  This view will list requests where a Due Date has been assigned and has reached or exceeded their Due Date.

   

• In Dispatch: This view will list all requests that have been logged that are awaiting prioritization and forwarding to the correct queue or person to be addressed.

• In Queue:  This view shows all requests currently awaiting service in any existing queue folders.  The requests in this view are sorted in order of priority to ensure that critical and high priority requests are handled first.

• In Service: The view will show all request that currently are assigned to you.  It will also allow a privileged user to see requests that are also assigned to other support reps.

•     Messages: This view will show all Quick Messages received from other Support Reps.

• Meetings: This view will show you any meetings that you have been invited to through HelpSTAR Calendaring.

• Reminders: View a list of notifications typically set by yourself or another privileged user to call attention to an item either immediately, or in the future.

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

• New Request: Log a New Service Request

• New Project: Log a New Project Request

• New Quick Request: Log a New Quick Request

Workbench

• Workspace: View all the requests in your Workspace. Your Workspace will display a listing of all open requests that are assigned to you.

• My Requests: View all requests in which you are the requester.

• Alerts: View a list of all your alarms, a notification to the appropriate Support Rep(s) that a request needs to be dealt with. For more information please see Alerts

• Reminders: A list of all the Reminders sent to you.

• Overdue: A listing of requests where a Due Date has been assigned and reached or exceeded that Due Date.

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

History

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

• User

• Company

• Organizational

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

• User

• Company

• Organizational Unit

Management Views

• Dispatch: View all the requests currently waiting in Dispatch. Dispatch contains all of the requests submitted by your end users (via email or the Web Portal) and acts as a container for the issues submitted to your support desk

• Queue: View all requests currently awaiting service in any existing queue folders.  The requests in this view are sorted in order of priority to ensure that critical and high priority requests are handled first.

• Service: View a listing of all requests in your service.  If you have the Administer Privilege, Update All Privilege or the Report Privilege, this button will display a listing of all requests that are in service for all support reps.

• Scheduled: This button will display a listing of all requests that have been scheduled for a future date for all support reps.

• Requests Opened: This button will display a listing of all requests that have been opened during a specified date range. For more information please see Request by Date Opened.

• Requests Updated: This button will display a listing of all requests that have been updated during a specified date range. For more information please see Request by Date Updated. 

• Requests Closed: This button will display a listing of all requests that have been closed during a specified date range. For more information please see Request by Date Closed.

• Timesheet: View a listing of memo entries made throughout a specified date range, for a specific rep. The timesheet will show which request was updated, the amount of time the spent on the update, and when the changes were made.

Data Analysis

• Queries: View standard pre-defined queries.  This includes queries that have been created and saved using the Query Designer as well as queries that other users have created and saved as "Public".

• Reports: View a library of standard reports related to service requests.  These reports will enable you to examine the current state of your help desk, measure historical performance and identify trends and weaknesses of your help desk. Only those with the Report Privilege will have this option.

   

   

   

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:

• • New Purchase Request: Log a New Purchase Request.

Data Analysis

• • Reports: View a library of standard reports related to purchasing.

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

•         
•         New Best Solution: Add a New Best Solution for your Knowledge Base, a searchable database of common problems and their solutions.

Views Solutions

• Published Best Solutions: View a list of all the Published Best Solutions in your Knowledge Base. Published best solutions are accessible by both support reps and end users.

• Draft Best Solutions: View a list of all the Draft Best Solutions in your Knowledge Base. Draft Best Solutions are only accessible to Support Reps.  If a best solution is to be made available to end users, it must be published.

• De-activated Best Solutions: View all the De-Activated Best Solutions your Knowledge Base.

• Find Best Solutions: Allows a user to search through published Best Solutions

Data Analysis

• Reports: View a library of standard reports related to knowledge management.  These reports are intended to measure historical performance, identify trends and weaknesses of your helpdesk through the use of Knowledge Management.  Only those that have been granted the Report Privilege will have this option.

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

• Add a New User: This function allows you to add new users manually into the HelpSTAR System. For more information please see Adding a New User.

• Manage Existing Users: Allows users with the Administrator Privilege to add, update, Assign Privileges, Assign to Queues or de-activate a user.

• Add a New Company: This function allows you to add new companies into the HelpSTAR System. The Asset Administer Privilege is required to designate a company as a manufacturer and or a vendor. For more information please see Adding a New Company.

• Manage Existing Companies: Allows users with the Administrator Privilege to add, update or de-activate a company.

• Add a New Category: This function allows you to add categories to the HelpSTAR system. Categories are assigned to all Service Requests for reporting and analysis purposes.  This allows you to organize requests based on categories you define for your company. For more information please see Adding a New Category.

• Manage Existing Categories: This function allows you to manage your categories which are assigned to all service requests for reporting and analysis purposes.  

• Add a New Organizational Unit: This function allows you to manually add a Organizational Unit into HelpSTAR.  Organizational Units are used to group users and assets.  Each user in HelpSTAR will belong to either a Organizational Unit (internal users) or a company (external users). For more information please see Adding a New Organizational Unit.

• Organizational Units: Selecting this button will allow users with the Administrator Privilege to add, update or de-activate an Organizational Unit.

Merge

• Merge Duplicate Users: This option allows you to combine two end user records in the instance that a duplicate record was created. When you click "Merge", all objects (e.g. requests, attachments, assets, etc.) associated with the second user will be merged with the record of the first user.  Then, the second user will no longer exist in the database. Please note that Privileged Users can not be merged in HelpSTAR.

• Merge Duplicate Companies: This option allows you to combine two company records in the instance that a duplicate record was created.  All objects associated with the ’Company to be Merged’ will be merged with the record of the ’Main Company’.  In doing so, the ’Company to be Merged’ will no longer exist in the HelpSTAR database.  Any existing users or request history for the ’Company to be Merged” will be added to the Main Company.

Re-Activate

• User: re-activate or permanently delete a user that has been de-activated

• Company: re-activate or permanently delete a company that has been de-activated

• Category: re-activate or permanently delete a category that has been de-activated

• Organizational Hierarchy: re-activate or permanently delete an organizational unity that has been de-activated

•  

  License

•  

• About HelpSTAR: This option will display your current HelpSTAR version.

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

• Charts: Select this button to generate charts for performance data such as Call Volume/Throughput and to identify your main problem areas.  There are several chart layouts that you may select from.

• Queries: Select this button to select and run your public or private queries.  You have the option to select from a wide range of criteria related to your help desk.

• Reports: HelpSTAR contains a library of Standard Reports, which allow you to examine the current state of your help desk, measure historical performance and identify trends and weaknesses of your help desk.

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

• New Account Sign Up: New users accessing the Web Portal are given the option to create a new account in HelpSTAR if not previously added.  This task will allow you to remove this button from the Web Portal is you do not want to allow users to create a new account in HelpSTAR.

• Greeting: Customize the welcome message that will appear on the top of the End Users Web Portal home page whenever they log into the Web Portal. T

• End User Tab Options: Choose which tabs will be available on the End Users Web Portal

Back to top 

See Also:

End Users Web Portal

HelpSTAR's Windows Client Interface

Assigning Privileges

Queues

Customizing the End User Web Portal