Desktop Application

Settings that only affect the Desktop Application.

Custom Dictionary Path

The i-net HelpDesk spell checker provides 3 interfaces - general, user and subject dictionary. See Spell Checker

Column to group by in the request tree

In the 'Orders' module, the order tree is displayed grouped by two levels. Here an additional field can be selected, according to which grouping can then take place. The fields from the 'Order' and the 'User data' are available. This setting is only used in the desktop client.

Splash-screen image file for the Java client

By default, i-net HelpDesk displays the supplied start screen after the program is started. You can replace this image with your own start image. All graphic formats are recognized. You define the size. For comparison: the supplied start image has a size of 600x400 pixels.

The start image you want must be in a location that is also accessible to the i-net HelpDesk server.

Note: The first image is hard-coded in the first startup file of the program. The second (customizable) startup image is reloaded later.

Java Client Max Heap Size (in MB)

Here you can set the max heap size (memory) of the Java client. The value is calculated in MB. If no manual value is set, the respective Java VM will decide about the size:

  • for a 32-bit Java VM, 256 MB is used by default.
  • for a 64-bit Java VM max. 1/4 of the total memory of the system is used

You shouldn't need to adjust this value under normal circumstances, but if a system needs to handle extreme amounts of data (e.g. >100k users, >100k tickets, etc.), and OutOfMemoryErrors happen on the client, you can set it high here.

Color Theme

The setting applies to all desktop applications.

Show the desktop application to the following users

Allows to show the desktop application to specific users:

  • All users - this also allows end users to open the desktop application from the start page.
  • Supporters only - only supporters can open the desktop application from the start page

End User / Customer

Settings that affect the end user in the Desktop Application.

Fields in "user data" tab are read-only

Provides the ability to offer certain field content from the user master data in read-only mode.

Set the title of an Auto Text as inquiry subject when inserting it

Applies only in the desktop application for supporters. The user should be supported by automatically inserting the name of the text module when composing a new query.

Auto-expand category tree at start up

Only available in the desktop application for supporters. The Category field is immediately displayed to the end user/customer as an expanded tree.

File Specifying Required Fields Based on Category

Applies only in the desktop application for supporters. Requirement is that the 'Category' field is shown in the 'Request' module of the end user/customer.

  • Problem: - Depending on a selected category, one or more additional order fields should be mandatory filled with an entry by the user.
  • Solution: - Create a text file and save it in a directory to which the HelpDesk server has access. The name of the text file can be freely chosen.

Contents of the text file, e.g. Conditions.txt, using an example.

----- snip -----
Hardware:=Order Free 2
Order*:=Order Free 3;Order Free 4

//Comment characters are two slashes.
//Placeholder for subcategories or following characters is the asterisk.
----- Snap -----

When the category 'Hardware' is selected, the field 'Order Free 2' is displayed. The field names can be renamed in the menu Options > Dialog modification tab > Order fields.

Note: The category 'HardwarePrinter' does not toggle the 'Order Free 2' field.

Selecting the 'Order' category will turn on both the 'Order Free 3' and 'Order Free 4' fields.

Note: The category 'OrderOffice' causes 'Order Free 3' and 'Order Free 4' to be displayed.

Dispatcher / Resource

Settings that affect dispatchers and resource workers in the Desktop Application.

Require privilege to "Manage Users and Groups" for changing user data

Here you have the option of allowing only those HelpDesk users who also have the Users and Groups permissions to change user data.