Quick start guide - Administrator Advanced

Before you begin

Once a basic configuration of HelpMaster has been achieved, the following concepts may be applicable.

Define Control Sets / Entity Items

Control Sets are similar to custom forms that can be created to capture custom data. Use Control Sets for Clients, Assets, Sites and Job.

Control Sets are flexible data-capture and storage feature that can be used for:

• Logging new tickets (capture additional and/or specific information)
• Storing additional data/information for Clients, Sites, Assets
• Expanding the natural data-capture and storage capabilities of HelpMaster

Control Set data can be used in workflow, reporting, custom job queues and more

Design and implement workflow

Workflow is a very powerful and flexible concept in HelpMaster. Use the workflow designer to build a business process from start to finish. Associate the workflow with a relevant Job Template, and anytime that template is used to create a new ticket/job, the workflow will automatically start and guide the agent the job is assigned to through the relevant process steps to complete the job.

Create Global Job Queues

Global Job Queues are a feature designed for better queue management.

Global Job Queues are used to further sub-divide default Skillgroup Job Queues into more granular, or targetted listings of jobs. Administrators can “push” custom job queues to staff members in Skillgroups so that they have visibility into jobs that may not have ordinarily had, or in a more structured and filtered way.

Define and tighten Application Security Roles and Skillgroup Job Roles

This step may be performed at a later time once a better understanding of HelpMaster features and functionality is learned.

Application Security Roles define the different roles and actions that staff can perform within HelpMaster. The “Administrator” role is created by default and provides full control of HelpMaster, however you may like to define other groups with more restrictions. HelpMaster staff are assigned to a security group.

Examples of security groups may include :

• Administrators - a built in security group. Allows unrestricted access to all areas of HelpMaster
• Power users - granted access to most features and screens within HelpMaster
• General users - limited in their access to logging, viewing and working with helpdesk jobs
• Restricted users - very limited to viewing only helpdesk jobs/tickets assigned to them - nothing else

See also Job Security Roles

Create Change Management Templates

Change Management is a core disciple in modern IT Service Management. Use the Change Management feature to define common changes in your environment, and then use a structured process to effect the change…or not.