Helpdesk Administration 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.


This guide is intended for Helpdesk administrators.


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 and enter your comments there.

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.

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 (®, ™, etc.) denotes a Novell trademark. An asterisk (*) denotes a third-party trademark.