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LBE Web Helpdesk
Priorities

You should be at the 'Maintenance' page. If not, select 'Maintenance' from the drop-down list at the top of the page.

Priorities are a way of classifying Jobs, doing so helps you to manage the order in which you deal with Jobs. Scroll down until you can see the section entitled 'Priorities'. You should see two links, 'Existing Priorities' and 'New Priority'.

Click the 'Existing Priorities' link. This will take you to the 'Priorities Maintenance' page. At the top of the page is a 'Selection Options' box. This allows you to search for a particular Priority, specify the sort order of retrieved records and limit the number of records displayed per page.

We wish to retrieve all Priorities, so leave the 'Containing' entry field empty and click the Retrieve button. You should see several records retrieved.

Each Priority has:

Editing

Click the 'Edit' link. This will take you to the 'Edit Priority' page. Make any changes you wish then click the Update button.

The system will display a message confirming the update was successful or any error messages if there was a problem.

Click the Back button on your browser until you return to the 'Priorities Maintenance' page, then click the Refresh button on your browser, or click the Retrieve button on the page, and you will see the changes you have made reflected in the retrieved records.

New

Now click the 'New Priority' link, this will take you to the 'New Priority' page, which is identical to when you were editing an Priority, except that all the entry fields are empty. Give your new Priority a name then click the Update button.

Deleting

Move back to the 'Priorities Maintenance' page and click the Retrieve button, your new Priority will be included in the retrieved records. Click the Delete link. This will display the 'Update Priority' page with a Delete button which allows you to confirm the deletion. Click this button now and the system will display a message confirming the deletion was successful or any error messages if there was a problem. N.B. you cannot delete an Priority if any existing Job has this Priority.

Move back to the 'Priorities Maintenance' page and click the Retrieve button, the Priority you have just deleted will not be included in the retrieved records.

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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