Configure Help Desk Premier Single Sign On with IIS 7.5 Because of changes in IIS with the release of 7.5 the process to successfully configure single sign-on (SSO) may have changed for you based on your IIS configuration. This article assumes a working knowledge of IIS and Windows server configuration. Configure IIS To configure IIS […]
Read More →Installing Help Desk Premier The above video will give you a 10 minute overview (with sufficient detail) of how to install Help Desk Premier on a server or desktop operating system. Highlights of the video include: System Requirements Installing SQL Express to use as your database Installation Wizard Database Configuration (key takeaway – do […]
Read More →Ticket Types Client queries can be sorted into Types. Examples include Requests, Problems, Incidents and so on. Define your?Types via?Administration ? Ticket Configuration???Types. Click?Add?to add a new Type, or click on the name of a Type to edit it.
Read More →Ticket Status The Status of a ticket is a way to explain where the Ticket is in the resolution process. Examples include?New,?Awaiting User,?Resolved?and?Assigned. Each Status is assigned a Phase:?Open,?Suspended,?Pending?or?Closed. Phases tell the system whether to stop the clock on a Ticket. Define your Status options via?Administration ? Ticket Configuration???Status. Click?Add?to add a new Status and […]
Read More →Ticket Task Types Tasks are steps which the Technician must take to resolve or close a Ticket. Define your Task Types via?Administration ? Ticket Configuration?? Task Types. Click?Add?to add a new Task Type, or click on the name of a Task Type to edit it.
Read More →Categories Client queries can be defined into different Categories to group them for resolution and/or Reports. For example, on an IT help desk, you may want to identify whether a user query is related to Hardware or Software, or to a particular product. Categories can also be broken down further into Subcategories. Define your […]
Read More →Tickets are created in response to client queries or problems. Tickets include information regarding such as the Impact on the organisation, Urgency of the query and the Priority. Use the Ticket Configuration menu to configure the terms and settings for Tickets. Access the Ticket Configuration menu items via?Administration ? Ticket Configuration. Impact The Impact of […]
Read More →Custom Templates Use Custom Templates to define fields that appear on the forms Requesters and Technicians use. You can set fields as ?required? and set default values for the field when it appears that particular form. Templates can be easily customised using drag and drop, and they can be cloned for re-use. Custom Templates can […]
Read More →Custom Fields Use Custom Fields to tailor Help Desk Premier to your team and your workflow. Custom Fields can be set to a certain data type, length and default value. Custom Fields can be used with the following entities: Ticket Asset People Organization Ticket Task Change Request Change Request Task Launch the Custom Fields editor […]
Read More →System Settings The System Settings screen contains a range of general configuration settings. Access this screen via?Administration ??General Configuration ??System Settings. General tab Rows per Page?sets the default number of rows shown in lists throughout Help Desk Premier. It accepts a number between 5 and 100. Send email as?selects HTML or Plain Text format for […]
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