Product Documentation

• To add an issue in the Helpdesk Area, click on the Add button in the main navigation bar
• Enter the Helpdesk area, and you will be presented with a screen similar to this. Please note that your administrator has the capability to alter the appearance of these screens.

  
  Add Issue screen

• For the ExtraView Add Issue screen pictured above, enter information in the various fields as appropriate, and then click the Submit button.

Note: Deselect the Generate Email box to disable automatic email generation. Select the name of a desired one-time automatic email recipient in the CC Email field. Click the Mailing List link icon to see the list of all current email recipients. This list will include users who are on an Interest List.

Note: Field names highlighted in red are required fields. Also, note that where field dependencies exist, a selection must first be made in the parent field’s selection list in order for the child field’s values to appear.

Adding File Attachments

ExtraView gives you the ability to add an unlimited number of file attachments to any ExtraView issue. Attachments can include anything from a screen shot with a particular error message to a document outlining the specifications for a particular software feature. ExtraView gives you the ability to attach any number of files of any type to any given issue.

From the Add screen, click on the Add Attachments button. A popup window will be displayed. You have the option of using either a standard uploader or ExtraView's Drag and Drop feature.

Drag and Drop File Upload

Simply place the file or image you wish to upload into the highlighted area, provide a description of the item, and click Upload. For more information about adding attachments, please refer to our Admin Guide.

Notification Options

Whenever issues are inserted or updated, email notification may be triggered to send information to users connected with the issue. These notifications are typically used to inform users such as the originator, the assigned to and the person who last updated the issue.

Interest lists allow users to subscribe to issues where they have a particular connection. These are a powerful feature of ExtraView, ensuring automatic notification of events to appropriate individuals within an organization. Interest lists can be defined within the Data Dictionary on any field that may have a list of values. For example, you may define an interest list that notifies individuals on all issues that have a severity level of critical, or you may define an interest list that notifies individuals whenever an issue affects a particular module.

To prevent ExtraView from sending an email when you add a new Helpdesk issue, simply uncheck the box labeled Generate Email.

Uncheck box for no email generation