User manual NOVELL OPEN WORKGROUP SUITE SMALL BUSINESS EDITION HELPDESK 9.3 ADMINISTRATION GUIDE 10-2007

[. . . ] Helpdesk Administration Guide novdocx (en) 26 August 2007 Novell Open Workgroup Suite Small Business Edition Helpdesk 9. 3 ADMINISTRATION GUIDE October 2007 www. novell. com novdocx (en) 26 August 2007 Legal Notices Novell, Inc. , makes no representations or warranties with respect to the contents or use of this documentation, and specifically disclaims any express or implied warranties of merchantability or fitness for any particular purpose. Further, Novell, Inc. , reserves the right to revise this publication and to make changes to its content, at any time, without obligation to notify any person or entity of such revisions or changes. Further, Novell, Inc. , makes no representations or warranties with respect to any software, and specifically disclaims any express or implied warranties of merchantability or fitness for any particular purpose. Further, Novell, Inc. , reserves the right to make changes to any and all parts of Novell software, at any time, without any obligation to notify any person or entity of such changes. [. . . ] Helpdesk Status Change E-Mail: Specify the e-mail address to be used to send notifications of change to incident status. Helpdesk Priority Change E-Mail: Specify the e-mail address to be used to send notifications of a change to incident priority. 16 Helpdesk Administration Guide novdocx (en) 26 August 2007 Helpdesk Default Technician: Specify the default technician name for unassigned Helpdesk incidents. Helpdesk Technician Change E-Mail: Specify the e-mail address to be used to send notifications of reassignments of technicians Helpdesk Auto Helpdesk Auto Assign: Keep the default of 0 to not automatically assign incidents. Helpdesk Allow Technician Assign: Keep the default of 0 to not allow technicians to assign incidents. Helpdesk Check Sleep Time: The interval in seconds that the system uses to 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 Helpdesk configurations. Helpdesk Log Location: Directory location for log files on the server. Helpdesk Report Closure: Keep the default of 0 to not report on closed reports. Helpdesk Mail Digest: Keep the default of 0 to not send out a report of all incidents daily. Helpdesk Send Notification: Keep the default of 1 to send out notifications. Helpdesk Mail Password: The password used to log into the designated helpdesk mail account. Getting Started 17 novdocx (en) 26 August 2007 Helpdesk Mail User Name: The user name of the designated helpdesk mail account. Helpdesk Return Address: The e-mail address used by the helpdesk for responding to user inquiries. Helpdesk Mail Provider: The type of mail service used by your company. Helpdesk Incoming Mail Port: The port that the server is listening on for incoming mail. Helpdesk Database Password: The password of the database admin account. Helpdesk Database User Name: The login name of the database admin account. If they are correct, click Next to complete your Helpdesk installation. 11 After the installation has completed, click the Finish button. 1. 3. 3 Uninstalling Helpdesk 1 Log in to your NOWSBE server administration GUI with the sbsadmin login and password. 2 Click the Add/Remove link, then locate and select the Helpdesk component from the list of installed components. Confirm that you want to uninstall the component from your NOWSBE server. 4 If you do not plan to reinstall the Helpdesk application, you can clean up your user accounts by deleting the role information from the employeetype field in eDirectory. 18 Helpdesk Administration Guide novdocx (en) 26 August 2007 2 Administration 2 There are four types of access that can be granted in the Helpdesk application. The four role types are: Helpdesk User: This role allows users to submit incidents and track them through completion. [. . . ] 5 Press Enter on your keyboard to carry out the search. 2. 4 Administrator Role To have access to the Administrator menu panel, you must be assigned the Administrator role. The Administrator panel 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 Helpdesk administrator has access to all other menu panels, as well as the Administrator panel. [. . . ]