Novell Open Workgroup Suite ADMINISTRATION GUIDE
Helpdesk Administration Guide
Novell
Open Workgroup Suite Small
Business Edition Helpdesk
novdocx (en) 26 August 2007
9.3
October 2007
www.novell.com
ADMINISTRATION GUIDE
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Contents
About This Guide 7
1 Getting Started 9
1.1 Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9
1.2 Requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9
1.3 Installation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9
1.3.1 Basic Installation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9
1.3.2 Advanced Installation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12
1.3.3 Uninstalling Helpdesk . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18
2 Administration 19
2.1 Helpdesk User . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19
2.1.1 User Directions for Submitting a Helpdesk Ticket . . . . . . . . . . . . . . . . . . . . . . . . . . . 20
2.1.2 User Directions for Searching for a Helpdesk Ticket. . . . . . . . . . . . . . . . . . . . . . . . . 21
2.2 Technician Role . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22
2.2.1 Technician Add New Incident . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22
2.2.2 Technician Directions for Lookup Page. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24
2.2.3 Technician Directions for Knowledge Base . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24
2.3 Reporter Role . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24
2.3.1 Customizing a Search . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25
2.4 Administrator Role . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26
2.4.1 Queues . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26
2.4.2 Creating and Assigning Queues . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27
2.4.3 Event Viewer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27
2.4.4 Settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28
2.4.5 Roles . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30
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Contents 5
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6 Helpdesk Administration Guide
About This Guide
Helpdesk provides an online resource for administrators to monitor incidents, check the status
incident tickets, allocate work, and personalize settings to best fit their company’s needs. This
allows Helpdesk users the reassurance that their incidents have been received by support teams.
Chapter 1, “Getting Started,” on page 9
Chapter 2, “Administration,” on page 19
Audience
This guide is intended for Helpdesk administrators.
Feedback
We want to hear your comments and suggestions about this manual and the other documentation
included with this product. Please use the User Comments feature at the bottom of each page of the
online documentation, or go to www.novell.com/documentation/feedback.html and enter your
comments there.
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Documentation Updates
For the most recent version of the Helpdesk Administration Guide and additional documentation,
visit the Novell Open Workgroup Suite Small Business Edition Web site (http://www.novell.com/
documentation/nows/).
Documentation Conventions
In Novell documentation, a greater-than symbol (>) is used to separate actions within a step and
items in a cross-reference path.
®
A trademark symbol (
trademark.
, TM, etc.) denotes a Novell trademark. An asterisk (*) denotes a third-party
About This Guide
7
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8 Helpdesk Administration Guide
1
Getting Started
Section 1.1, “Overview,” on page 9
Section 1.2, “Requirements,” on page 9
Section 1.3, “Installation,” on page 9
1.1 Overview
Helpdesk provides an online resource for administrators to monitor incidents, check the status
incident tickets, allocate work, and personalize settings to best fit their company’s needs. This
allows Helpdesk users the reassurance that their incidents have been received by support teams.
1.2 Requirements
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1
When you choose to install the Helpdesk component on your NOWS-SBE server, all requirements
necessary to run Helpdesk are included in the installation. However, the eDirectory
components need to be installed prior to the Helpdesk component.
TM
and iManager
1.3 Installation
After you have installed your NOWS-SBE server operating system and the base component,
eDirectory, you can install the Helpdesk application from the NOWS Admin GUI.
1 Log in to the NOWSBE Admin GUI with the sbsadmin login name and password.
2 Click the Add/Remove link.
3 Locate the Helpdesk application in the list of components to install.
4 Click the Install button.
5 Choose to install the Basic or Advanced option.
Basic: Minimal configuration required by the administrator. Default settings are used.
Advanced: Options available to change configurations such as ports and logging levels.
1.3.1 Basic Installation
The Basic installation is a five-step process that configures your Helpdesk application with the
default recommended settings.
1 Select the Basic option on the Installation Type page 2. Specify the settings for your LDAP
services. (LDAP is used for the user authentication and authorization.)
2 After you have provided the information, click Next to continue your Helpdesk installation.
3 Specify the settings for your LDAP services.
Getting Started
9
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