2.4 Administrator Role

To have access to the Administrator menu panel, you must be assigned the Administrator role. The Administrator panel is where you have access and create queues, settings, and assign roles (if you choose not to do so directly in eDirectory). As an administrator, you have access to all other sections on the Helpdesk.

A Helpdesk administrator has access to all other menu panels, as well as the Administrator panel. The Event Viewers page enables the administrator to have quick access to view all tickets submitted in Helpdesk regardless of the status.

2.4.1 Queues

Queues are divisions of tasks and can customized to fit your business needs. Typically, queues are set up and named for the teams to which the tickets will be assigned. For example:

  • Workstations: The queue for the team assigned to dealing with desktops.

  • Servers: The queue for the team assigned to handle servers.

  • Network: The queue for the team assigned to the health of the network.

Your Helpdesk application can be used for more than IT staff. You can create queues by department so that employees can submit requests and questions in one central location regardless of the destination of the request. For example:

  • Sales and Marketing

  • Human Resources

  • IT Department

You can mix and match configurations to find what works best for your business. Whatever configuration works for you and your staff, using this Helpdesk component assists you in getting questions and concerns to the right personnel and getting responses in a timely fashion.

2.4.2 Creating and Assigning Queues

  1. Go to your Helpdesk link and log in as an administrator.

  2. Click the link labeled Queues from the Administrator menu panel.

  3. Click Edit on a new queue. To specify the name, delete any existing name, then type the new name. To complete the queue name alteration, click Update.

  4. To designate a technician to a queue, click Edit.

  5. Under the Owner column, scroll down until you find the name of the desired technician, select the name, then click Update.

2.4.3 Event Viewer

The Event Viewer allows quick access to view all open, closed, or unverified queues. This is the most flexible queue management search available on Helpdesk.

  1. If the identification number of the desired ticket is known, specify it in the ID field, then click Search.

  2. You can also search by queue or incident date. Click the respective drop-down menus and select the desired search item, then click Search.

2.4.4 Settings

This database is pre-populated from eDirectory. If there are specific changes that you want to make in your Helpdesk settings, this is where you make them. As an Administrator, it is important to note the following setting items:

  • Data Password

  • E-Mail address where changes are sent

  • Default Global Technician

  • Incoming Mail Server

At the bottom of the Settings page you can specify if you want notifications. Use 1 for yes, or 0 for no.

Figure 2-3 Helpdesk Settings

2.4.5 Roles

This is where Administrators can change the roles of users. You can assign combinations of the roles to grant the appropriate access for your staff. For example, you can grant Administrators the Administrator role and the Reporter role so they can assist users and track their technical staff’s efficiency.

  1. Log in by specify your Helpdesk username and password in the fields provided, then press the Enter key on your keyboard.

  2. Specify the full name of the Helpdesk user in the Technician, Reporter, or Administrator fields.

  3. Click Add to the right of the perspective field.