Basic Procedures

All sections throughout the application use a uniform system for creating, editing and deleting elements. Whether you are working with requests, Customers, Items or Item Types, the procedure for creating, editing or deleting existing elements is the same.

Mandatory Fields

When entering details relating to any element throughout the system, required information is marked with a I.

I  Denotes Mandatory fields

Creating an Element

To create an element:

1. Navigate to the appropriate section
   For example, if you want to create a Customer, navigate to the User>Customers section.

2. Click in the upper left-hand corner of the list of Customers
   This will open a new Customer window.

3. Fill in the appropriate details

4. Click .

The new Customer now exists in the system and will appear in the list of Customers.
 

Editing an Element

To edit an element:

1. Navigate to the appropriate section

2. Click the Entry link in the list
   For instance, to edit a Customer, navigate to the User>Customers section and click on the Customer Name hyperlink. This will open up the Customer's Details screen.
   
   

3. Click in the upper-left corner of the window to enter Edit mode

4. Make the necessary changes

5. Click .
   The changes will now take effect and the User will be returned to the list.
    

Deleting an Entry

To delete an entry:

1. Navigate to the appropriate section

• Technicians do not have the ability to delete Incidents or Customers

2. Click the link in the list corresponding to the entry to be deleted
   For instance, to delete a Customer, navigate to the User>Customers section and click on the Customer you want to delete. The Information screen opens.
   
   

3. Click in the upper-left corner of the window to enter Edit mode

4. Click at the bottom of the section.
   The entry is now deleted and the User will be returned to the list.

Exporting to PDF and Excel

Most lists within the system can be exported to either PDF and/or Excel. This functionality is available wherever the PDF and/or buttons are visible.

• Tip: To customize the view of an Excel export, create a list view with the preferred columns, use the view and select the Excel button. See List Views for more information on customizing a list.

Formatting Print Views

For better formatted and more user-friendly hard copies of Help Desk Incident print views, enable the Print Background setting on your web browser. Using Internet Explorer the setting is found in: Internet Options>Advanced>Printing>Print background colors and images.