Logging Jobs / Tickets

Logging Jobs / Tickets

A job is the main entity within the HelpMaster suite. It is work order or trouble ticketthat defines and stores all the information aboutthe problem or issue that a client may have. A Helpdesk job is always associated with at least one client and can be linked to a site, assets, knowledge base articles, and even other helpdesk jobs. Once a helpdesk job has been “logged” for a client, any number of “Actions” (see below) can be added to the job. A helpdesk job has a natural life cycle that includes creation, modification, resolution and closure. A helpdesk job is always “Assigned” to a either a helpdesk technician, or to a helpdesk Skill Group to be worked upon.

The way that your jobs are handled and processed can be adapted to suit business best-practices and procedures by using HelpMaster Job templates.

What is the work-flow of a job?

A job has a lifecycle that includes the following

  1. The job is logged
  2. The job is assigned to a staff member (helpdesk technician) for action
  3. The job is “Actioned”, that is, work is done for the job. The following actions may be performed to an active helpdesk job
    • Acknowledge job - Timestamps the helpdesk with a date when the job was acknowledged
    • Re-assign this job to someone else. Can be either another helpdesk technician, or another skillgroup
    • Change the status of this job
    • Add progress notes - Add general notes to the job
    • Resolve and close
    • Re-open job - Re-opens a closed job
  4. The job is closed.

How Jobs are Monitored

A Job is always assigned to a staff member or to a skillgroup, meaning that jobs can be tracked by who it is being worked on. By using the Explorer, you can see which staff member a job is assigned to, plus being able to view their workload and productivity. Reports can be run that can accurately display job life cycles and procedures, showing how well your helpdesk team is going!