

Configuration

Desktop client

Connect history and documents

• Change the settings to True in AO_dragndrophelpdesk if you want history and documents to be connected to company and person limetypes.
• Change the attachAutoRelation config for the Quick Note add-on in the helpdesk.html Actionpad from false to true

Templates

The email reply function reqires templates to be used. These are not supplied as part of the addon, as the templates will differ from solution to solution. There are some requirements for them to work though.

• Templates need to follow a strict naming scheme that is tied to the language in use.
  • Naming: helpdesk_contact_LANGUAGECODE eg. helpdesk_contact_en_us or helpdesk_contact_sv
• Recipient must use fieldcode either from email field from the helpdesk table or the email field from the related person.
• The subject must contain the helpdesk number enclosed in [], eg. [1005].
  • This is required for the Drag'n'Drop function to be able to find existing tickets based on ticket numbers.
• Templates cannot be empty! Else they will fail and temporarily break all template use from the helpdesk card.

Views

Configure views for the explorers on the inspector to be the following. Include Person and Company if you connect history and documents to these limetypes.

• History
  • Date
  • Type
  • Note
  • Coworker
• Document
  • Type
  • Description
  • Document
  • Coworker

Suggested filters

Filters should be discussed with the client. Some suggestions are given here.

• "New tickets" - All tickets with status 1. Reported
• "New tickets - Warning" - All tickets with status 1. Reported and Reported date set to more than 24 hours ago.
• "Delayed tickets" - All tickets with status 2. Started and Started dated more than 2 days ago
• "Done tickets" - All tickets with status 3. Done

Web client

Views

helpdesk

Card

==== Title ====  
[[subject]]  
=== Main ===  
[[subject]]
[[description]]
[[helpdesktype]]  
[[coworker]]  
[[company]]
[[person]]
[[email]]
[[phone]]
[[helpdeskstatus]]  
[[helpdesknumber]]view(readonly)  
== Dates ==  
[[reported]]  
[[started]]  
[[done]]  
=== Relation Collections ===  
[[history]]  
[[document]]

List

== title ==  
[[subject]]  
[[helpdeskstatus]]  
== properties ==  
[[person]]

Search

== title ==  
[[subject]]  
[[helpdeskstatus]]  
== properties ==  
[[company]]  
[[person]]  

helpdesktype

Card

==== Title ====  
[[name]]  
=== Main ===  
[[name]]  
[[inactive]]  
=== Relation Collections ===  
[[helpdesk]]