Introduction to Web Help Desk - Infodesign Copy



Web Help DeskUser GuideVersion 1.3Contents TOC \o "1-3" \h \z \u 1.Introduction to Web Help Desk PAGEREF _Toc406142278 \h 6Definitions PAGEREF _Toc406142279 \h 6Navigation Tips PAGEREF _Toc406142280 \h 62.Tech User Functions PAGEREF _Toc406142281 \h 8How to Access and Log into Web Help Desk PAGEREF _Toc406142282 \h 8Reset your Password PAGEREF _Toc406142283 \h 9Search for a Client PAGEREF _Toc406142284 \h 10Create a Client Profile PAGEREF _Toc406142285 \h 11Restore an Inactive Client PAGEREF _Toc406142286 \h 13Create a New Ticket for a Client PAGEREF _Toc406142287 \h 14Assign a Ticket to another Tech User PAGEREF _Toc406142288 \h 19Meaning of Status Types PAGEREF _Toc406142289 \h 20Assign a Ticket to a User in Different Tech Group PAGEREF _Toc406142290 \h 21Edit a ticket PAGEREF _Toc406142291 \h 23What you can Edit in the Ticket PAGEREF _Toc406142292 \h 24Add a Note to a Ticket PAGEREF _Toc406142293 \h 25Search for a ticket PAGEREF _Toc406142294 \h 26Customise the ‘My Tickets’ view PAGEREF _Toc406142295 \h 27Re-assign a Ticket to another User PAGEREF _Toc406142296 \h 29Close a Ticket PAGEREF _Toc406142297 \h 31Re-assign Multiple Tickets to another User PAGEREF _Toc406142298 \h 32Escalate Support for a Ticket PAGEREF _Toc406142299 \h 33Link Related Tickets PAGEREF _Toc406142300 \h 343.Reporting PAGEREF _Toc406142301 \h 38Run a Report from the Templates PAGEREF _Toc406142302 \h 38Export Report Data: Create a Column Set PAGEREF _Toc406142303 \h 394.Manager Functions PAGEREF _Toc406142304 \h 42Set Tech User on Vacation PAGEREF _Toc406142305 \h 42Setup Re-assigned Tech Work Schedule PAGEREF _Toc406142306 \h 44Locate an FAQ PAGEREF _Toc406142307 \h 46Edit an FAQ PAGEREF _Toc406142308 \h 475.Have questions? PAGEREF _Toc406142309 \h 49Document Control SheetFile NameWeb Help Desk – User Guide – Version 1.2File LocationP:\02 Project Delivery\Ops\Open Projects\SRCS0047 Web Help Desk Rollout- TSS Functional Service Desks\06A Process Documents\1..User and System SupportDocument OwnerPeter Hall or Katrina WithersCurrent Version #1.2Version HistoryDateAuthorVersionSummary of changes4/11/14M Reich0.1Compilation of draft6/11/14M Reich1.0Changes from first review7/11/14M Reich1.1Updates and amendments12/11/14M Reich1.2New topics added (see below)9/12/14M Reich1.3Add Reset Password and TroubleshootingChange TypeItemAdded topicsRestore Inactive ClientReporting – Run a report from templatesReporting – Export Data by column setLocate and edit FAQsLink Related ticketsAssign Ticket to User in Another Tech GroupAmendmentMoved managerial topics to own section.DisclaimerThe use of the Web Help Desk is subject to Confidentiality Agreement as applies to TSS services that use personal or customer information.Web Help Desk is not a document storage or content management system. Information that is commercial and in confidence should be adequately stored or backed up.Author:Matilda Reich, Technical WriterDate:October 2014Version:Version 1.2Reference:ReferenceDivision:Strategic Reform & Customer Service Review date:November 2014Introduction to Web Help DeskThe Web Help Desk (WHD) is an online ticketing system to log customer enquiries related to Transport Shared Services (TSS). (These enquiries were formerly made through the individual Help Desks of the four TSS service areas.) WHD tracks requests, enquiries, and issues, in a single system with a suite of easy to set-up reports. When enquiries are not able to be immediately answered by the TSS hotlines, they can be centrally queued by WHD through its ticketing system. The topics in this User Guide are generally ordered in a sequence that logically flows how help desk enquiries are logged and managed.The last section called Self-Help Troubleshooting covers common system performance issues you may encounter, many of which can be addressed by the user. Before logging a request with WHD, check the suggestions in this section to see if you can rectify the performance issue yourself.DefinitionsTermMeaning in WHD SystemClientA Transport Cluster Agency customer for whom a ticket is createdTechA TSS User to whom the ticket is created by or assigned to resolveTech GroupThe work group that the Tech belongsLocationTransport Cluster Agency nameDepartmentDivisionOrg UnitBranchBold field namesIf a WHD table field name is bolded, this means it is a mandatory field. Navigation TipsTermMeaning in WHD SystemClick once to return to previous screenUse your browser forward and back buttons to move to previous or next screen.Click once to open an editable version of a tab or pane.Where this icon appears (either in blue or grey colour), click it to display an explanation or a tip.Some panes have these arrows which you can click to expand or collapse the contents of that field.‘tab’A part of the window you can switch between with a click, eg.‘pane’A window inside a tab that may be expanded or collapsed, eg. here the pane is expanded here the pane is collapsed.Appears in the top right of the Ticket Details tab. Click left or right arrows to display the next ticket in the list of search results.When you click this button it opens a Client Lookup tab. Since tickets are attached to Clients, WHD is designed to facilitate good practice by opening the Client search first. From there you can access the Client’s Ticket Details tab to check if a ticket has already been raised for this request. In this case, you could simply add a Note or check the Linked Incidents pane to see if the same request is received elsewhere.2.When you see a numbered sentence, this indicates the action to be taken by the User.Other sentences on a new line that are not numbered are generally FYI.Tech User FunctionsHow to Access and Log into Web Help DeskComplete a WHD New User Account Request form located at .....Email the form to tss.whdsupport@transport..au. (Turn-around time is usually 3 working days. If your need is urgent specify this on the form).Check your Inbox for an email from WHD Admin which will contain your User Name and Password.Open your internet browser and paste the following url: you open this link, save it in your browser Favourites.Note: The WHD Username and Password:will be issued to you prior to the system going ‘live’. are both case sensitive.At the WHD login screen, enter your User Name in the E-Mail field and enter the Password issued to you.Click Log In.The following Tool Bar displays:Main Menu Tool BarReset your PasswordYou can reset your password if you have forgotten it or would like to change it from the one issued to you. As the password is case-sensitive it is possible to enter it incorrectly. If you are unable to login to the WHD system after three attempts, do not continue trying to login or your account will be disabled. Warning: The system allows five attempts at login. If the User Name or Password are entered incorrectly after the fifth attempt, the system will lock you out.Stop after the third attempt fails and reset your password.From the Log In page, click .Enter your email address in the following dialogue box and Submit.To Change the Password Issued to you:Click the Setup icon from the Main Menu Tool Bar.Select Techs from the navigation buttons on the left.Click My Account. Click the symbol at the top left corner of the pane to make it editable. Enter your new password in the Password and Confirm Password fields.Scroll down and click Save.Search for a Client To find a Transport agency client: Click the button from the Main Menu Toolbar.The Search tabs display:In the Basic Search tab, search by any one or more of the fields Name, Email, Location or Department.The search results display underneath:To select the client you require, click in the Client Name column of the row.The following three tabs will display:Click the Ticket History tab to see all tickets created for this client.Create a Client Profile You can create a new client profile. But first, check if the client is already in the system.Click the icon from the Main Menu Tool bar to open the Basic Search tab.In the Location field, select a Client from the drop-down list then click Search.The search results display underneath showing all the individuals so far entered under the Client’s name.Scroll down the list. If the individual is not already there, click the button.The Client Info tab opens:You may need to click the icon to open an editable version of the Client Info plete all the mandatory fields. Click any white or blue info icons to get an explanation of a specific area of the form.Some form fields explainedE-MailCopy the agency-related email address from Outlook, this avoids any typo errors. If the client does not have a agency related e-mail address, a personal address can be used. If they do not have a personal email address, or do not wish to provide one, enter in *firstname-surname (all lower case) as their email addressUser NameCopy and paste email address into the user name field.PasswordThe password may be randomly set by the system, or you can type a password that is easy for the client to remember. Then the password will be issued to the Client via email.The Password and the User Name are used by the client to log into Web Help Desk to track, receive updates, and allow them to communicate to the Tech Group assigned to the client’s ticket.Click Save.If you receive the following message:Go to the topic ‘Restore an Inactive Client’. It may be that the client already exists in the system but has been flagged as inactive.Restore an Inactive Client Click the icon from the Main Menu Tool Bar.Click the Advanced Search tab .In the first row of search fields select the parameters Client, then Last Name, then type in the surname in the empty box to the right of Contains.Click the + from the set of buttons. This will open another row of search fields.Select Inactive from the first drop-down list.Click Search.The search results will display rows of inactive clients with the surname ‘Bond’. It helps to define the search parameters to this level so you are not left with a huge list to scroll through to find your client.Click the name in the Client Name column of the search results to open the Client Info pane.Click the icon for an editable version of the Client Info pane.Click the Active Account check box at the top of the pane.Click Create a New Ticket for a ClientYou can only assign a created ticket to a Tech User who is in the same Tech Group as you.Click the icon from the Main Menu Tool bar then click the button.The tab opens:Search for the Client using the Name or Email fields. You can narrow the search by selecting from the drop-down lists in the Location and Department fields. Click the button.Note: If you search by only one or two fields, say First Name and Location only, the search results appear in the pane underneath.Click the row of the person you want. It opens the pane.Note: If you click the button at the end of the row, It opens an editable version of the Client Info pane where you can add additional information about the client, or amend the information. If you need to do this, don’t forget to click the Save button at the bottom right of the pane.The Assigned Client pane:Click the tab to create a new ticket for the client. The Ticket Details tab opens with some pre-populated information like today’s date and the Client’s name and location details in the pleting the pane Click the drop-down list in the Request Type field to select the nature of the request. (Note that you will only be able to assign a Tech to the tickets if you select the Request Type that relates to your work group).When you select the Request Type, an adjacent drop-down box displays to show more options under that choice. Note: For some Request Type selections, a third drop-down list appears to the right where you can select more specific information about the request type.Once the Request Type is selected, the Assign To field becomes available where you can assign your Tech Group, or yourself, to the Ticket. Click the appropriate radial dial.Next, type a note or request instructions in the Request Detail field.You can click the Add File button if you want to attach a supporting document to the pleting the pane The Notes pane can be used to enter more information about the request. Click the New button to display the text box.Type a note (more information) about the ticket. You can also attach a file by clicking the button and selecting a file from your computer.Click pleting the pane The only part of this pane that needs to be completed is the Contact Method. Click the dial to record the means by which the client made contact to pleting the pane The Status field is auto-populated with the status ‘Received’.Select the turn-around time for the issue to be resolved from the Priority drop-down list. (Check the SLAs for your service area, as a guide.)The Scheduled Date fields provide From and To where you can specify a date on which you want this issue to commence resolution and the deadline. Click the calendar icon to select dates. You can also specify the time of day you want to receive alerts about this ticket (as a reminder).Completing the pane From the Recipients pane, select to whom this ticket is addressed.Click Save, or Save & Email if you want to notifiy a recipient.Once you save the ticket, you will see the following message (at the top of the screen), advising that the ticket has been successfully submitted.Assign a Ticket to another Tech UserYou may need to assign another user to a ticket you created.Click under the Main Menu Tool Bar to display all tickets you have created to date.Your tickets are displayed in rows.To open the ticket you require, click the ticket number in the blue box (as indicated).The Ticket Details tab opens:Click the drop-down list in the Assigned Tech field and select another user from your Tech Group.If the change to the Assigned Tech also means the Status of the Ticket has changed, hop to the tab. In the Status drop-down field, select the relevant status.Click Save.Meaning of Status TypesThe following definitions apply to the Status Type categories:Note:To assign a ticket to a user in another Tech Group, see the next topic, Assign a Ticket to a User in Different Tech Group.Assign a Ticket to a User in Different Tech Group You can assign a ticket to another user in a different Tech Group. This may be necessary if the subject of the enquiry may be more effectively (or relevantly) handled by a functional area outside your own.Click under the Main Menu Tool Bar to display all tickets you have created to date. This shows all the tickets you created and assigned to yourself as Assigned Tech.Note: if you created a ticket but assigned it to another tech user in your group, it won’t display in the My Tickets search results. You also cannot re-assign someone else’s ticket.Your tickets are displayed in rows.To open the ticket you require, click the ticket number in the blue box (as indicated).The Ticket Details tab opens:Click the Request Type drop-down list and select another functional area that applies to the subject of the ticket. Another field to the right may display (with another drop-down list) where you can narrow the Request Type search even further.The Assigned Tech field is context sensitive to the Request Type, so its drop-down values will change with your selection.Click the Assigned Tech drop-down list to display the refreshed list of Techs.Select the user you want to reassign the ticket.Click the green cross to expand the Notes pane. To inform the Ticket History, it’s good practice to note why ticket is being reassigned.Notes pane with available options:You may choose other options available to assist the reassigned tech user to continue with the ticket’s resolution, eg. click Add File to attach any supporting documents or record of work done to date.Click Save.Edit a ticketUnder the Main Menu Tool Bar, click Recent Tickets.All recent tickets are displayed.Note: You can only edit those tickets that are assigned to a Tech Group that you belong.If you try to edit another user’s ticket, the following message displays:To see only the tickets you have created and can edit, click .To open the ticket, click the relevant ticket number in the No. Row to open the Ticket Details tab.What you can Edit in the TicketAssigned Tech – change the user to which this ticket is assigned to resolve.Ticket Type – change the severity of the issue of the ticket by clicking one of the three ticket types: Escalate or Descalate – click the stairs and arrow, you can toggle from support levels and back again:Request Type – change the service area that the ticket’s issue is about.Add File – attach a supporting document that will provide more info to help resolve or close the ticket. The file size limit is stated when you click the Add File icon.Add a Note – You can add further information that helps to clarify, resolve or close the ticket, including the progress of the ticket’s resolution. This is useful when you return to the ticket later to take further action, or have re-assigned the ticket to another user. Click on the green plus sign to open the text field:Custom Fields – the contact method by which the client communicated, and a reason for closure of the ticket (when applicable).Add a Note to a TicketYou may want to add information to help progress the resolution of the ticket. Find the ticket by searching for the client first, or use the Search Ticket button.In the Ticket Detail tab, scroll down to the Notes pane.Click the green plus icon to expand the Notes text window.Type your notes in the open text pane.Click the Visible to Client button if you want the client to receive an email with your note. (Tick this field only if you want the customer to see those details.)If you want to attach a supporting document to the ticket, click the Add File button.Click the Save button in the Notes pane.Next, click Save at the bottom of the Ticket Details window.Search for a ticketClick the Search Tickets button from the Tickets tool bar.The Search tabs become available:Search for the ticket in the Basic Search tab.You have the option of searching by any one of the ticket fields. If you don’t have the ticket number handy, then a broader search can be done using the Date fields, Request Type, or Location, or Tech user to whom it was assigned.Click the Search button.The search results display underneath.Note: You will only be able to see tickets that are created by or assigned to your team. Tickets ToolbarThere are several ways to search for a ticket. To see them, hover your mouse over each ticket option to see the balloon text:Customise the ‘My Tickets’ viewYou can customise the view of your My Tickets screen in the following way;From the Tickets tool bar, click All tickets you have created display in rows underneath. At the far right of the row, to the right of the Column Set field, click the Edit Column Set button: The Edit Column Set pane opens with several options to customise your view:To create a customised view of your tickets, type My Work Tray in the Column Set field.To remove a column from the Selected Columns, click it, hold the mouse button and drag it back into the Available Columns box.The Available Columns box provides a range of columns to choose. Scroll down and click on the one you want, hold the mouse button, then drag it across into the Selected Columns box.Click Save.Your new column set appears as an additional selection in the Column Set drop-down list.Re-assign a Ticket to another UserWhen you create a ticket, or have been assigned a ticket, it’s possible to re-assign the ticket to another Tech user or Tech Group.Select an option from the Tickets tool bar.Find the ticket you require from the rows displayed and click the blue ticket number.This opens the Tickets Detail tab:Click the drop-down list in the Assigned Tech field, and select another Tech in your Tech Group to assign the ticket.Scroll down to the end of the screen and click Save.Note: There are three ways to re-assign a Ticket to another Tech User:Re-assignActionTo a Tech User in Your GroupClick the Assigned Tech field and select from drop-down list.To a Tech User in another GroupClick the Request Type drop-down list and select another category that is appropriate for the ticket issue. (This changes the list of names in the Assigned Tech drop-down list.)Select another Tech User from the Assigned Tech drop-down list.By Escalating or De-escalating the Ticket.In the Tech Group field, click the or buttons.This changes the level of support for the Ticket’s resolution and the corresponding list of names in the Assigned Tech field.Select a name from the Assigned Tech drop down list to re-assign the ticket. Close a TicketWhen a ticket has been resolved to the customer’s satisfaction, it must be closed in the system with a summarising note. Click the icon from the Main Menu Tool Bar. All your tickets are displayed underneath in the search results.Locate the ticket you wish to close and click the blue ticket number to open the Ticket Details tab.Scroll down the Ticket Details tab till you get to the Status & Schedule pane.Click the Status field and select ‘Closed’ from the drop-down list.The Custom Fields pane (directly above) changes its fields to reflect the new context.Click the dropdown list in Closure Reason and select the appropriate value.Enter notes about how/why the ticket was resolved in the Closure Comments box.Click Save.Re-assign Multiple Tickets to another UserWhen a Tech User is set to On Vacation, you need to re-assign some or all of their tickets to another user.Click Search Tickets from the tickets menu bar.The Basic Search tab opens:Select the Tech User from the Tech drop-down list and click Search to find all the tickets assigned to them. The search results are displayed underneath.To re-assign all the tickets, click the top check box (left of the ticket No. column) in the search results. It will flag all tickets.To re-assign specific tickets, click the blue ticket number to open the Ticket Details tab.Select the Tech User to reassign the ticket to from the Assigned Tech drop-down list.Scroll to the bottom of the tab and click Save.Escalate Support for a TicketTo escalate a Ticket to a higher level of support:Search for the ticket by the icon or icon.In the tab, scroll down to the pane.In the Tech Group field, click Escalate button until it toggles to the level of support required. Note: the Ticket Type field becomes available only after the created ticket is Saved.The list of names in the Assigned Tech drop-down list change accordingly.Select the Tech User from the Assigned Tech drop-down list.Change the Ticket Type, if required, by clicking Incident.If the ticket has been escalated to the highest level of support (ie. Manager) you may change the Ticket Type to Problem.Note: If more than one ticket is reporting the same issue/request, then it’s likely the Ticket Type (for those tickets) should be changed to ‘Incident’. It is possible then to link these tickets together so that any resolution will automatically update and close the linked tickets.See the topic: ‘Link Related Tickets’.Link Related TicketsWhen a ticket is first ‘opened’ it is saved as a ‘Service Request’ Ticket Type, by default. If the same request is received from more than one Client, each created ticket may be linked. Linked tickets that share a common problem can be closed simultaneously when the solution is found.The first step is to escalate each ticket by changing its Ticket Type to ‘Incident’.Note: The Ticket Type field in the Ticket Details tab only becomes available after you have Saved a ticket.To link tickets, one of the tickets will need to be escalated to a ‘Problem’ Ticket Type. It then becomes an umbrella to the other linked tickets. When the issue is resolved, you will only need to update and close the ‘Problem’ ticket and all linked tickets will automatically be updated and closed.Change the Ticket TypeClick Search Tickets from the tickets tool bar to find the tickets you want to link.Use the Search tabs to refine your search, or scroll through the search results below.Click the blue ticket number of the first ticket you want to link. It opens the Ticket Details tab.Tip: While you are in the Ticket Details tab, you can scroll through the tickets in your search results by using the left or right buttons either side of the ticket number.In the Details pane, change the Ticket Type to ‘Incident’.Click Save at the bottom of the Ticket Details tab.Perform steps 1 to 4 for the other tickets you want to link.Note: One of these tickets must be changed to ‘Problem’.Link ‘Incident’ Ticket to ‘Problem’ TicketOpen one of the ‘Incident’ ticket’s Ticket Details tab.2.Click the Problems tag on the right edge of the Ticket Details tab.The Problem Search pane opens:Enter the ticket number of the ‘Problem’ ticket in the No. field.Click Search. The Search Results pane (underneath) displays the Problem ticket.Click Link (in the Action column).Click OK to the following dialogue box:In the Ticket Details tab, a new pane opens (under Notes) showing the link to the Problem ticket:Scroll to the end of the Ticket Details tab and click Save.Repeat steps 1 to 7 for the other ‘Incident’ tickets you want to link to the ‘Problem’ ticket.Viewing the Linked TicketsTo view all the linked tickets, you need to open the ‘Problem’ ticket.Click Search Tickets and enter the ‘Problem’ ticket number in the Ticket No. field of the Basic Search tab.Click Search, then click the blue ticket number in the search results to open the Ticket Details tab.Scroll till you see the Linked Incidents pane. Here are the ‘Incident’ tickets linked to the ‘Problem’ ticket.Tip: If you made an error, click the bin symbol in the last column. It will un-link the ticket (whether you are in the Incident ticket or Problem ticket) Reporting Run a Report from the TemplatesYou can run a report from the library of report templates.Click the icon from the Main Menu Tool Bar.In the Reports window, specify the date range for the report by clicking Override Dates check box to replace the default (or last entered) dates. Enter your date range and click Save.Scroll to the report template you require and on the far right column of the row, select the output mode for the report:The choices are screen display, to print, or save to pdf file.Export Report Data: Create a Column SetYou can create customised tables, to export data to another application like Excel, by using the Column Set function.Note: To extract the column set data to another output such as a spreadsheet, you must perform this in a newer browser such as Chrome.Click Search Tickets from the Tickets tool bar.Enter parameters for the Basic Search pane such as Date ranges, whether you requires opened or scheduled tickets. Also select the Status and Request Type from the drop-down lists.Click Search.The search results display underneath..Go to the Column Set column at the right end of the search results.Click the icon to create a new column set.The Edit Column Set pane opens where you can name a new column set and select columns to include. The following image shows a new Column Set where ‘Historical Data Extract’ is entered in the field.Drag and drop from the Available Columns to the Selected Columns.Click Save.To export the data, click from the left side of the search results pane.Select Download TSV (tab separated values) files.A blank window opens, and at the bottom left of the pane you will see a file icon like this: .Select ‘Open’ from the options under the .The data opens as raw text in Notepad.Click File>Save As and save the data as a text file (.txt).Go to the txt file in your folder and right click it.Select Open With and Choose Program. (In some cases, the Programs list will already display at this point).But, if you get the following Windows pane, click the radial dial option ‘Select the program from a list’ and click OK.From the displayed list of Programs, select Excel and click OK. The data extracts into an Excel spreadsheet. Manager FunctionsSet Tech User on Vacation When a user is on leave, you can flag them as being on Vacation and then re-assign their tickets to another user.Click the icon from the Main Menu Tool Bar.Select Techs from the left navigation tabsClick Techs to open the search box.Find the Tech User by entering the Last Name in the field then click Search.Select the row from the search results and click the edit button.Scroll down the Account Info page, then tick the On Vacation radial dial.Click Save.The Tech User will now have [V] appended to his/her name in all drop-down lists.When the Tech user returns, you can de-select the On Vacation status.Setup Re-assigned Tech Work ScheduleSome staff work on flexible work schedules, so in addition to setting a user on vacation, you can set specific work hours for the re-assigned User.Note: this function is enabled only for a Team Leader or Manager User access.Click the icon from the Main Menu Tool Bar.From the left navigation menu, select Techs, then Techs from the drop-down list.In the Last Name field, type the surname of the re-assigned user and click Search.In the search results underneath, click the User’s name to open the Account Info tab.Click the icon to open an editable version of the Account Info tab.Scroll down the Account Info tab until you reach the Scheduling Setup pane.Click the Specify Work Schedule check box.The Work Schedule field opens with days of the week and time ranges.Select the specific days and Start and End Times for the re-assigned User on a flexible work schedule.Click Save.Locate an FAQSome customer enquiries can be answered by referring them to a FAQ. This is achieved by attaching a FAQ to a ticket or linking to an FAQ source.Click the icon from the Main Menu Tool Bar.The search pane opens where you can enter parameters to search for the FAQ.Select a subject category from the Category drop-down list.Select a sub-topic from the adjacent drop-down list.You can use the other Client information drop-down lists like Location and Department. The Contains field is useful to type in a definition or keyword to find all related FAQs on the subject.Click Search. The results appear underneath in rows.The last column in the search result rows contains the Q and A.Click the button to display the answers to the question that applies to each of the relevant Transport agencies.Edit an FAQLocate the FAQ using the search function. (see topic above).The search results are displayed in rows.Click the blue number in the No. column of the FAQ you require. Click the icon in the FAQ details pane to open an editable version of the FAQ.FAQ Form Fields ExplainedField NameDescriptionCategoryClassify the FAQ by selecting categories from 2 (or 3) drop-down lists. The categories start from a descending order from broad to specific, such as: service area > subject > specific topic.QuestionType the Question in the text box. You can format how it will appear on the Web Help Desk FAQ using the buttons as shown below. The last three buttons are used to attach a link, image or Google search field.AnswerPaste (or type) the answer and format its appearance using the buttons. Insert hyperlinks to link to FAQ sources.AudienceCheck the dial if you want the topic to be visible to all users or just Tech Groups.ApprovedService areas (business units/Tech Groups) are responsible for creating and loading their own FAQ sets. Such a process involves an approval (peer review) cycle. This box is ticked if the FAQ is formally approved.Expiration DateSome Answers may apply for a certain period of time. This may be the case for a situation or knowledge that is evolving and is subject to change. You can set an expiry date on the information by clicking on the calendar. The time of day fields will set an alert to the FAQ creator that the answer for this topic has expired and requires updating.After making the required changes click .Note: Create FAQs – is a feature enabled in WHD and Departments are responsible for creating their own suite of FAQs. If you are interested, contact the WHD Administrator at tss.whdsupport@transport..au.Have questions?If you have a question about Web Help Desk that is not covered in this User Guide, please send your enquiry to the following email:tss.whdsupport@transport..au ................
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