Basic settings of the i-net HelpDesk

The setup already fills all dialogs with sample terms, which serve as a suggestion and for a quick comprehension of the program. For example, the names of the resources "First Level Support", the location "Headquarters", preset statuses and priorities - and so on - are available.

For the operational use of the i-net HelpDesk - as well as for the presentation to colleagues - the company-typical designations should be used, to promote the recognition effect and thus the acceptance by the colleagues. You are welcome to make use of the support of the i-net software team for this purpose.

The basic settings are made in the Web-supported Configuration. Among other things, the settings for the connection to the database, the LDAP and the email setup are located here. In the Ticket values configuration, values are prepared for ticket processing:

The employees of the company who provide support are divided into dispatchers and resource members. The main task of a dispatcher is to perform presorting of requests. Dispatchers need the appropriate permission in UserManagement to do this. A resource member is responsible for processing a ticket. With the help of Resources different fields of work can be distinguished.

The web-based interface provides a multitude of additional applications, which are relevant for the operation of the INETAPP server. The most important ones are mentioned here: User and Group management, Maintenance as well as Diagnosis and Statistics.

Advanced settings

In ticket processing, similar - or the same - workflows will often occur. The i-net HelpDesk provides the following supporting functions for this purpose:

  • Autotexts - templates that can be directly inserted as text snippets during processing. A signature is also an Auto Text and is inserted directly when starting to edit a ticket.
    • Auto Texts can be configured in the Configuration → Templates → Auto Texts section.
  • Quicktickets - frequently recurring tasks that that are applied to a ticket can be pre-defined and thus re-used over and over again.
  • Series tasks - regularly recurring tasks that are processed in separate tickets. Series tasks are triggered on a scheduled basis.
  • Workflows - a sequence of recurring tasks. A workflow consists of several sub-steps, where a new ticket is automatically created and must be processed to advance in the workflow.
    • Workflows must be configured in the desktop application Menu → Workflow.
  • Processes - are also a predefined sequence of recurring tasks, but they refer to only one ticket to which a process is applied.
    • Processes must be configured in the desktop application Menu → Processes.
    • Note: The process plugin must be enabled.