![]() Leigh
Business Enterprises Ltd. |
LBE Web Helpdesk |
You should be at the 'Jobs Search' page, if not, select 'Jobs' from the drop-down menu at the top of the page.
The Selection Options box at the top of the page is normally displayed in Standard mode which means that you can search for a particular Job Id, or do a full text search on whatever phrase you enter. When doing a full text search, the system will look in the Problem, Solution, To Do and History of each Job for a matching phrase.
The standard search is fine most of the time but you may need something a little more powerful. Click the 'Advanced Search' link in the Selection Options box, the page will be re-displayed but now the choices available to you are much greater.
The leftmost column contains a drop-down list of opening brackets, these can be used to group together two or more rows of selection criteria.
The next column contains a drop-down list of items you may search for.
The third column is a drop-down list of operators e.g. 'Contains', 'Equals', 'Not Equals' etc.
The fourth column is where you type the value you are searching for.
The fifth column contains a drop-down list of closing brackets, these can be used to group together two or more rows of selection criteria.
The final column controls how 2 or more rows are joined together, either both conditions must be true (AND), or either one (OR).
Let's take a simple example first. Assume you wish to find all Jobs which were created after a particular date. On the first row, select Job Created Date Time, select 'Greater than' and enter a value of e.g. '27 June 1999 13:00' into the 'Search For' entry field. Leave all the other fields empty and click the Retrieve button. Assuming there are any jobs created after that date, they will be displayed below the Selection Options box.
Next we want to find all jobs created after that date which are not completed. To do this, move to the second row and select 'Job Completion Date Time' to search for, select 'Equals' and enter a value of 'NULL'. The default join of 'AND' is fine for what we want to do. Click the retrieve and it will only show uncompleted jobs which were created after this time.
Next, change the 'AND' on the first row to 'OR'. Now this will display any job created after date chosen plus all those Jobs which are uncompleted, regardless of when they were created.
Change the 'AND' back to 'OR' on the first row, and on the same row select a single opening bracket '(', on the second row select a single closing bracket ')' and 'OR'. Move to the third row and select 'Operator Assigned to Job:Name', select 'Contains' then enter a value in the Search For entry field. This will retrieve all those jobs where the name of the Operator currently assigned to the Job contains the value you entered, plus Jobs where the creation date is greater than the entered date AND the job is uncompleted.
Spend some time setting up various selection conditions until you are happy with the concepts.
Introduction
Files supplied with LBE Web Helpdesk
Installation
Installing the database
Un-installing
Your Choices - changing global.asa
Helpdesk Operators
Logging in as an Operator
Creating a new Helpdesk Job
Sending e-mail
Actioning an existing Job
Creating a child Job
Guests
Logging in as a Guest
Registering a new Guest
Logging Off