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Leigh Business Enterprises Ltd.
http://www.lbehelpdesk.com

LBE Web Helpdesk
Creating a new Helpdesk Job

You should be at the 'Jobs Search' page, if not, select 'Jobs' from the drop-down menu at the top of the page.

At the top of the page you will see a table entitled 'Selection Options' with a number of entry fields in it. Ignore this for the moment and click the 'Create New Job' link.

You will be taken to the 'New Helpdesk Job' page. There are a number of entry fields on this page, we will go through each of these in turn:

Job id

This is a unique identifier for each Job and is generated by the system. It cannot be edited. Because we are creating a new Job, this number is not shown.

Customer/Dept/Contact

Each job must be assigned to a particular Customer Contact. Contacts belong to Customer Departments which in turn belong to Customers. The drop down list displays all the available values for you to select from. Just to the right of the drop-down list is a button marked with a '+', this button allows you to add new values to the list. Click this button now.

A dialog box will be displayed which will prompt you for a new entry in the format 'Customer/Department/Contact'. You must supply all three values, separated by a '/' character. Type the following: 'My New Customer/All/Ms. J Smith' then click the OK button. The new value will be displayed in the drop-down list.

When we submit this Job for update, this will create a new Customer called 'My New Customer' with a new Department called 'All' and a new Customer Contact called 'Ms. J Smith'. If either the Customer name or Department (for that Customer) already exist it will just create a new Customer Contact.

Category

This allows you to categorize each helpdesk Job, which can help you in analyzing your helpdesk activity. You can add a new Category by clicking the '+' button.

Priority

Select a Priority from the drop-down list. Essentially this is just another classification for your helpdesk jobs, and should be used to determine the importance of each Job. You can add a new Priority by clicking the '+' button.

Which Asset do you think the problem relates to?

This is an optional entry. You can assign this Job to a particular piece of equipment or software etc. Each Asset belongs to a Customer and the drop-down list displays all Assets for all Customers. If you wish to add an Asset, you may click the '+' button and enter a new value in the format 'Customer Name/Asset No./Asset Description/Asset Type'. If the Customer name you specify does not exist it will be created. Asset Types allow you to categorize Assets (e.g. typical values are Monitor, Printer, Computer etc.), if the Asset Type you specify does not exist it will be created. The Asset No. and Description define the new Asset which will belong to the Customer you have entered.

Actioned at

Enter the date and time this Action was carried out. The system defaults to the current date and time at the web server which may or may not be the same as your time, depending on your geographic location.

To be completed by

This is the target completion date and time for the Job. The default value is determined by the default Priority and your Working Hours (see later).

Who carried out this Action?

Select the Operator who carried out this Action from the drop-down list. The selected value defaults to the name of the operator currently logged in, but may be changed if e.g. you are Actioning this job on behalf of another operator. You can add a new Operator by clicking the '+' button.

Pass this Job to Operator

It may be that another Operator needs to deal with this Job next, if so, select their name from the drop down list.

Time spent (this action)

You can keep track of how much time is spent on each Job by entering a value in these fields. Whatever is entered will be added to the running total for the Job.

Cost spent (this action)

This allows you to cost each Job, you might use this to keep track of e.g. the cost of any spares used in a repair job. The entered value will be added to the running total for the Job.

Problem

This is where you describe the nature of the Problem which has led to the creation of this Job.

To Do

Use this as a reminder for any outstanding actions you need to take.

Is this Job Completed?

Select Yes if this Action will complete or close the Job.

Solution

If the Job is completed, you should enter a brief description as to how it was solved. This is important as may enable Operators to solve similar Jobs in the future.

Notes

Use this to record any other information about the Job, e.g. machine setup. When you save, these Notes will be transferred to the Job History (see later).

Custom Fields

There are two Custom Fields, which you may have renamed from the Maintenance page. These are provided so that you can store information which is particular to the way you run your business.

E-Mail Fields

If these are not displayed, see Your Choices - changing global.asa. These check boxes determine who e-mail is sent to and the contents of the e-mail.

Cancel Button

If you decide not to update, click the Cancel button. The Job will not be updated, and any new values you added to the drop-down lists will not be sent to the database. If you are Actioning an existing Job, it will also clear the 'Currently Opened by' indicator on the Job, so that other Operators can see that no one else is working on it.

Update Button

When you have entered all the information, click the Update button. Please do so now. This will take you to the 'Update Job' page.

The Update Job Page

This page shows:

Next, please click the 'Edit and send the mail message' link.

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Main Help Introduction

Tutorial Part 1

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

Tutorial Part 2

Customer Information
Introduction
The Sample Customer
The Sample Customer's Departments
The Sample Customer's Contacts
Adding a Customer
Editing the Default Department
Editing the Default Contact
Adding more Customer Departments
Adding more Customer Contacts
Deleting a Contact
Deleting a Department
Deleting a Customer
Customer Assets
Maintenance
Introduction
Asset Types
Categories
Priorities
Helpdesk Operators
Working Hours
Custom Fields
Job History Order
Clearing Operator Activity History
Searching
Advanced Job Searching
Miscellaneous
Advanced Customization
Error logging