Cinco-Desk
User Guide
Prepared for
CS 4311 Senior Project Design
Authored by
Kevin Harper
Ian Jenson
Kevin Kreutz
Mark Romero
John Sanders
Table of Contents
Introduction. 3
1.1 Purpose. 3
1.2 Scope of System.. 3
1.3 Glossary. 3
1.4 References. 3
1.5 Overview.. 3
Instruction Manual 3
2.1 Technicians. 3
2.2 Administrators. 5
2.3 Customers. 8
User Reference Manual 9
3.1 Error Messages. 9
Introduction
1.1 Purpose
This document is intended to provide technicians, administrators, and customers with an understanding of the basic configuration and functionality of the Cinco-Desk trouble ticket system. It also serves as a reference for system-specific terminology and services.
1.2 Scope of System
Cinco-Desk is a full-featured help desk trouble ticket management system. It is intended to facilitate both the help desk staff and the customer in efficient management and resolution of customer related IT issues.
1.3 Glossary
The following is a list of technical terms used throughout this document.
Administrator
Support staff who has complete access to the system.
Customer
Any person within an organization who is experiencing hardware or software difficulties.
Help Desk
A help desk is an information and assistance resource that troubleshoots problems with computers or similar products.
Technician
Support staff who resolves the problem in a submitted trouble ticket.
Trouble Ticket
A trouble ticket is an issue with software or hardware related to a customers trouble ticket computer, or other technologies.
Trouble Ticket System
A trouble ticket system is a computer software package that manages and system maintains lists of issues, as needed by an organization.
1.4 References
None
1.5 Overview
The remainder of this guide is divided into two parts: Section 2 and Section 3. Sections 2.1, 2.2, and 2.3 cover the basic procedures and functionality for technicians, administrators, and customers respectively. Section 3 provides an alphabetical list of known error messages and possible solutions.
Instruction Manual
2.1 Technicians
Creating a Trouble Ticket
Once you have logged into the system, you can create a new trouble ticket by following the steps outlined below:
1. Click to view a new, blank ticket.
2. Add a title and description of the problem to be addressed by the ticket.
3. Enter the username of the customer associated with this ticket.
4. Alter any settings associated with the ticket that the user is able to alter based on his/her permissions level.
5. Select a category to which the ticket will be associated.
5. Click to submit the ticket to the system for storage.
6. The customer receives an email stating that a new ticket has been opened.
Editing an Existing Ticket
Follow the steps outlined below to edit an existing ticket:
1. Select the desired ticket.
2. If desired, add a message to the ticket.
3. If desired, change any settings associated with the ticket.
4. If desired and authorized, enable email notification for the update.
5. Click to submit the changes to the system.
Filtering Trouble Tickets
Follow the steps below to filter existing tickets:
1. Technicians and administrators can choose to filter by priority and/or status by selecting the desired values from two separate drop down menus, or can manually enter technician, ticket, and customer Ids in the appropriate fields along with the open date or the close date of the tickets to be searched for. Any combination of the aforementioned items may be used for ticket filtering.
2. When the desired fields are set, the staff member must click the search button to view the resulting list of tickets.
Replying Using Canned Responses
Follow the steps below to reply to a ticket using a canned response:
1. The ticket to be replied to is selected from a list of tickets.
2. Below the reply text box should be a drop down list of all canned responses.
3. When a canned response is selected from the drop down, the reply box should be populated with text of the canned response
4. Click to send the response and store the changes in the system.
Attaching Files to a Ticket
Follow the steps below to reply to attach a file to a ticket:
1. Below the reply box should be a file upload box with a browse button.
2. When the browse button is click a file select dialog should be displayed.
3. After the file is uploaded, the file name should show up in the file upload box.
4. Reply text should be entered in the reply box before the ticket with attachment can be saved.
5. Click to save changes and update the system.
Escalating a Ticket
Follow the steps below to escalate a ticket:
1. Select the desired ticket.
2. If desired, add a message to the ticket.
3. Reassign the ticket to a higher level technician.
3. Click to submit the changes to the system.
Assigning a Ticket to a Specific Staff Member
Follow the steps below to assign a ticket to a staff member:
1. Select the desired ticket.
2. If desired, add a message to the ticket.
3. Reassign the ticket.
3. Click to submit the changes to the system.
Viewing the Knowledge Base
Follow the steps below to view the system knowledge base:
1. Click the knowledge base.
2. Filter ticket by desired category.
3. Click the desired ticket to view.
Changing the Category of a Ticket
Follow the steps below to change the category associated with a ticket:
1. Select an existing ticket to view its information.
2. Select a new category from the list of existing categories.
3. Click to save changes.
2.2 Administrators
Creating a Trouble Ticket
*refer to the steps outlined in Section 2.1
Editing an Existing Ticket
*refer to the steps outlined in Section 2.1
Email Notification
*refer to the steps outlined in Section 2.1
Trouble Ticket Filtering
*refer to the steps outlined in Section 2.1
Replying Using Canned Responses
*refer to the steps outlined in Section 2.1
Attaching Files to a Ticket
*refer to the steps outlined in Section 2.1
Escalating a Ticket
*refer to the steps outlined in Section 2.1
Assigning a Ticket to a Specific Staff Member
*refer to the steps outlined in Section 2.1
Filtering Trouble Tickets
*refer to the steps outlined in Section 2.1
Viewing the Knowledge Base
*refer to the steps outlined in Section 2.1
Changing the Category of a Ticket
*refer to the steps outlined in Section 2.1
View User Information
The administrator can search for information on a particular user by following the steps outlined below:
1. Click to view a list of all users.
2. The administrator can optionally filter users by doing any or all of the following:
a. Selecting a user group from a list.
b. Selecting a user type from a list.
c. Typing in a specific user name.
3. Click to view information about desired user.
Editing User Groups
An administrator can change which user group each user belongs to by following the steps outlined below:
1. Click to view a list of all users.
2. Select the user.
3. Select a different user group from the list of user groups.
4. Click to apply the changes.
Enabling/Disabling Email Piping
An administrator may enable or disable the email piping feature for a particular group by following the steps outlined below:
1. The administrator must select the group from the group list.
2. Add (or remove) a check mark to the box labeled 'enable email piping' to enable (or disable) this feature.
3. When enabling this feature, the administrator must enter a valid incoming mail server, email address, and authentication information in the appropriate fields provided on the dashboard.
4. The system verifies the mail server settings entered.
5. Click apply to save these changes.
Enabling/Disabling Email Notification
An administrator may enable or disable the email notification feature for a particular group by following the steps outlined below:
1. The administrator must select the group from the group list, and add (or remove) a check mark to the box labeled 'email notification' to enable (or disable) this feature.
2. Additionally, when enabling this feature, the administrator must enter a valid outgoing mail server and sender's address in the appropriate fields provided on the dashboard.
3. The changes will go into effect after the administrator clicks on the apply button.
Creating Canned Responses
Follow the steps below to create a canned response:
1. Click to view a list of canned responses.
2. Click to view a blank canned response.
3. Select a category for this canned response.
4. Enter the text of the canned response.
5. Click to save the canned response.
Editing Canned Responses
Follow the steps below to edit a canned response:
1. Click to view a list of canned responses.
2. Click to view the desired canned response.
3. Edit information pertaining to the canned response.
5. Click to save the canned response.
Deleting Canned Responses
Follow the steps below to delete a canned response:
1. Click to view a list of canned responses.
2. Click next to the desired canned response to delete it.
3. Click to save changes.
Creating a Custom Field
Follow the steps below to create a customer field:
1. Click to view a list of all custom fields in the system.
2. Click to view a new, blank custom field.
3. Select which category this custom field will be associated with.
4. Enter a name and description of this custom field.
5. Select whether this custom field will be a drop-down list, text box, radio button, etc.
6. If required, enter default values for this custom field.
7. Click to submit the changes to the system.
Disabling a Customer Field
Follow the steps below to disable a customer field:
1. Click to view a list of all custom fields in the system.
2. Click next to the desired custom field in order to disable the custom field.
3. Click to submit changes to the system.
Adding a Category to the System
Follow the steps below to add a category to the system:
1. Click to view a list of existing categories.
2. Click to view a new, blank category.
3. Add in the category's name and description.
4. Decide if the category will be published to the customer.
5. Click to save the changes.
Disabling a Category in the System
Follow the steps below to disable a category in the system:
1. Click to view a list of existing categories.
2. Click next to a category to disable it.
3. Click to save changes.
2.3 Customers
Creating a Trouble Ticket
Once you have logged into the system, you can create a new trouble ticket by following the steps outlined below:
1. Click to view a new, blank ticket.
2. Add a title and description of the problem to be addressed by the ticket.
3. Select a category to which the ticket will be associated.
4. Click to submit the ticket to the system for storage.
5. The customer receives an email stating that a new ticket has been opened.
Editing an Existing Ticket
Follow the steps outlined below to edit an existing ticket:
1. Select the desired ticket.
2. If desired, add a message to the ticket.
3. Click to submit the changes to the system.
Updating an Existing Ticket Via Email
Follow the steps outlined below to edit an existing ticket via email:
1. The customer opens an email pertaining to the ticket in question.
2. The customer does not alter the subject line (if the email client automatically adds Re:, this is fine).
3. The customer types in any new information they wish to supply at the top of the email, before any other text.
4. The customer sends the email.
5. The system updates the ticket using the email piping subsystem.
Re-Opening a Ticket
Follow the steps outlined below to re-open an existing ticket
1. Click reply to the email.
2. Do no alter the subject line (if the email client adds Re:, this is fine).
3. Add any new information above all other text in the body of the email.
4. Send the email.
5. The system will add the new message to the ticket and change the ticket's status to open.
Attaching Files to a Ticket
*refer to the steps outlined in Section 2.1
User Reference Manual
3.1 Error Messages
To be determined.