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Requests and Help Desk Features in Detail
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Configuring Requests and Help Desk

Requests & Help Desk Feature Management is used to setup and configure options that will be used by all Request Types. 

 

Before creating Request Types you will want to create values for the following:

  • Request Priorities – create standard list of priority values that will be used by all Request Types.
  • Request Statuses – create standard list of status values that will be used by all Request Types.
  • Task Types – create task type values for each Feature Component. 

 

If you will be using Work Orders you must also setup the following:

  • Work Order Types – create at least one type for each configuration you will need.  Note that multiple Request Types can use the same Work Order Type.
  • Work Order Templates – these are optional.  It is better to skip them until you are more familiar with how Requests and Work Orders operate.

 

An Administrator user interface provides the ability to enter new Requests, search for existing Requests, view Request details and edit Requests. The Administrator user interface also allows you to assign Tasks to Requests, attach documents to Requests, create Work Orders and much more.  You can control access to Request Types by making them Private and selecting Security Groups that may access them.


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