Helpdesk issues are entered via the Helpdesk tab at the top of the Add Issue screen. When an issue is entered, information such as the Category, Title and Priority of the issue are provided. If no Status is set, the issue is set to New.
The different information for different types of issues are entered using the tabs entitled Computers / Assets, Telecom, Network, and Other.
Once an issue has been opened, it must next be approved, and this is done by updating the issue. The approver will set his name to the Approved By field. At the same time, the approver will typically assign the issue to someone, and set their name in the Assigned To field. The Assigned To field is required if the Status is anything other than New.
There is a feature of ExtraView set up within the Helpdesk area, that shows how additional issues may be created, depending on the Helpdesk issue being created. In this case, when a New Employee is selected from the tab field, and you enter the employee details, then three additional helpdesk issues are created, one to acquire a computer for the new employee, one to acquire furniture for the new employee and one to acquire a telephone. These issues are automatically assigned to a person within the team, and all the issues are automatically related to each other. Thus the originator of the issue to set up a new employee will have visibility of the progress of each task.
Adding a New Helpdesk Issue
Note from the screenshot that when a Requestor’s name is entered, the list of all the assets that they are assigned is placed on the screen.
After an issue is created, it is typically addressed by the Approver, who will update the issue with their approval, and by assigning the issue to the person who will be responsible for fixing the problem. This is shown in the next screenshot.
Approving and assigning an issue
