Schedule - Help Desk

Menu Selection: Document - Schedule - Help Desk

Purpose

This document allows the entry and completion of help desk items.

Prerequisites

Make sure that all help desk parameters are established (Parameters - Help Desk - Help Type, Parameters - Help Desk - Priority, Parameters - Help Desk - Product Type). The debtor to log the help desk item for must exist in the LILAC database, see Debtors - Account. The sales executive codes for the logger and the assignee must also have been created, see Parameters - Sales Execs.

Context

Use to enter in an task into the help desk. This allows inter and intra office communication. It allows phone calls, jobs and other various items to be logged and assigned to users. More than one task can be entered for each help desk item, if they are assigned to the same person on the same date. Once the main screen is filled in, click the Log button to enter the help desk item into the LILAC database. 

About This Screen

Head of the Document
Field Enterable? Instructions
Client Yes Type in the debtor’s key (or click the right mouse button) and select the key from the list.
Reference Yes Enter through this field to automatically generate a reference number, or type in the reference number you wish to use.
Date Yes Enter the date the item is to be logged in. This is automatically established from the working date.
Product Type Yes Type in the product type key (or click the right mouse button) and select the key from the list.
Help Type Yes Type in the help type key (or click the right mouse button) and select the key from the list.
Time No This field will be updated once the help desk item is logged.
Logged By Yes Type in the sales exec key (or click the right mouse button) and select the key from the list. This should correspond to the person entering in the help desk item.
Assigned To Yes Type in the sales exec key (or click the right mouse button) and select the key from the list. This should correspond to the person who is assigned to complete the help desk item.
Priority Yes Type in the priority key (or click the right mouse button) and select the key from the list.
Date Completed No Displays the date the help desk item was completed. This is updated when the Complete button is clicked.
Time Completed No Displays the time of day the help desk item was completed. This is updated when the Complete button is clicked.
Completed By Yes Type in the sales exec key (or click the right mouse button) and select the key from the list. This should correspond to the person whom actually completed the help desk item.

Lines of the Document
Field Enterable? Instructions
Request Yes Type in the debtor's request.
Ok Yes Tick this field once the debtor's request has been completed.
Action Yes Type in what was done in response to the debtor's request.

Transaction Processing

Button Description
Log Click the Log button to log the help desk item into the system. When the help desk item is logged the Time field will be updated to the current time. 
Fax Click the Fax button to fax a copy of the help desk item to the debtor whom it is logged against. 
Complete Click the Complete button to complete the help desk item. When the help desk item is completed the Time completed and Date Completed fields will be updated to the current time and date.  

From Here

Once a help desk item is logged, you can view the status of help desk items via Reports - Status - Help Desk.