Create Add-On Configuration

Adding an add-on configuration requires the following settings:

Type

There are three types of add-ons:

  • Menu item: The add-on is started via a menu item below the i-net HelpDesk button.
  • Action button: A button with a link to an external program is stored in the respective module toolbar. This URL can be passed a start parameter from the ticket data, e.g. the computer name, if the external program supports call parameters.
  • Tab Dialog: If the selected dialog has a tab dialog, the add-on will be included as another tab.

Note: You can only select one type for each add-on at a time. If an add-on is to appear both as a menu item and as an action button in a dialog, you must enter the add-on twice.

Dialog

In this field, select the dialog in which the add-on is to be included.

Important: Add-ons are exclusively supported in Java dialogs. Web dialogs like the knowledge base or the ticket list for customers/end users do not provide options for add-ons.

Title

This text is displayed in the client as the name of the menu item, tooltip or tab dialog (tab).

Class Name

The names of the Java classes are fixed and can be selected from a list box. A description and examples of their use can be found further down this page.

Image

At the type Action Button an individual GIF can be deposited, which must have a size of 24x24 pixels. If you leave the entry empty, the default GIF will be used. The entry is not required in every add-on.

Position

Determines the display position of the add-on depending on the selected type in the menu commands, toolbar or tab arrangement. The specification is not required in every add-on.

Execution Parameter

Instructs the add-on to consider a specific program, URL or parameter. If a column from the i-net HelpDesk database is used as a parameter, then the name of this column in the database must be used. Placeholders for HelpDesk columns must be used with the following syntax: <%column name%>.

The following classes are available for selection in the listbox:

  • AdditionalFields: additional fields are provided on a tab. This additional tab could be useful for extended user data, for example. The extended user data can be displayed in i-net HelpDesk in the modules Inquiries and Orders.
  • ChangeAction: Only available as icon in the module "Orders", detail view. Applicable only in the "Order" tab. Used to change editing steps (actions). Only actions from the "Edit" tab can be used.
  • ChangeReaTime: Only available as icon in the Orders, detail view. Applicable only in the Order tab. Used to edit processing times. Background: Sometimes a resource employee makes a mistake when entering processing times. This add-on provides a dialog with the possibility to reset the date and time (start and end) for a selected processing step. In addition, the name of the resource can be changed.
  • GeraetePool: Device data of a machine from a device pool can be displayed in a tab dialog. For this purpose you manage a device pool in the inventory module. Each machine is uniquely identified by its computer name. For a new request, the computer name of the "problem" device must be entered in the Identifier field. Now the data about the device can be viewed via a tab. In other words: The Identifier field of a request maps to the computer name in the inventory.
    • Note: If you enter only the first characters of the computer name in the Identifier field and add the percent sign % as a wildcard, then ALL devices with identical start in the Computer Name field will be listed in the tab dialog. For example, you could use "PRI-%" to display a listing of all print servers from PRI-01 to PRI-10.
  • Links: A preset URL is opened in a second browser window. Any column name from the tblUser table of the i-net HelpDesk database can be passed as a parameter, usually this will be the placeholder <%Computername%>. Other column names are: Last name, First name, Phone, Email, Room, Department, Cost center, Free1, Free2, Free3, Free4 and Free5.
  • MessageDeliverer: A kind of pure text chat between supporters who are currently logged in to i-net HelpDesk. However, it is also possible to send a message to logged in end users within i-net HelpDesk.
  • UserGeraeteMapping: Problem: Devices often cannot be mapped to a specific user because they are central components used by teams or basically by an external customer. Solution: Coupling 2 fields (ticket originator; device owner) to tab display Central Devices in this ticket. The first field comes from the User data tab of the ticket originator. The second field comes from the Inventory module, Device data tab of the device owner.
  • UserDevices: Installed by default after setup each as tab Inventory. On the one hand in the module Inquiries and on the other hand in the module Orders. In the Inventory tab, the ticket user's devices managed in the Inventory module can be displayed in the ticket.
    • Note: If you do not use the inventory of i-net HelpDesk, you can delete the 2 add-ons. As a result, the Inventory tab in the i-net HelpDesk client will no longer be displayed.
  • ProgramExecute: Any program can be started, a parameter can be passed.
  • ReportLink: Until now it was only possible to call the report Order_detail.rpt in the order processing via the Print button. The add-on offers the possibility to call any other report (which makes sense for this order) via another button.
  • SMS: On this tab you can view the computer data of the i-net HelpDesk user who made the request. This data is available in the MS software System Center Configuration Manager (SCCM). In the Select field, various views of the SCCM data are available for selection. The views have been compiled by i-net software.
    • Note: Prerequisite is a connection to the MS SQL database of SCCM. The connection is defined in Home > Configuration > General > Connections > Additional databases > Add database connection > Designation: SMS. The name of the connection must be SMS.
  • SMSDlg: Offers the selection from a list of all computer names. The menu item has no reference to a specific ticket.
    • Note: Note the requirement described in the previous item SMS.
  • TabList: A list with data from the external source is displayed on an additional tab. The reference field in i-net HelpDesk can be freely selected from the order, user or device data.
  • TreeFields: Tree structure with list. "TreeList" and "TreeFields" allow loading non-referenced data whose structure is mapped in a tree control. The records are then presented in a list ("TreeList" n-records per node) or in (optionally) editable fields ("TreeFields" 1-record per node).
  • AdditionalFields: A tab dialog with additional 3 fields (total 6 text fields; 1 memo field), which can be freely assigned with additional data for a ticket.
    • Note: If this add-on is included, then the 4 already existing free fields of the order are offered on THIS tab. Advantage: These 4 fields now extend over the entire width of the dialog.