Editing Help Desk
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In Help Desk, you can enter articles about common problems and solutions to build up your knowledge base. You can then search this knowledge base to quickly reference the problem and solution. | In Help Desk, you can enter articles about common problems and solutions to build up your knowledge base. You can then search this knowledge base to quickly reference the problem and solution. | ||
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[[File:HelpDesk_DetailsSettings.jpg]] | [[File:HelpDesk_DetailsSettings.jpg]] | ||
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<br>1. Go to '''Help Desk''' > '''Help Desk'''. | <br>1. Go to '''Help Desk''' > '''Help Desk'''. | ||
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<br>2. Click '''New'''. | <br>2. Click '''New'''. | ||
| − | <br>3. '''Details and Settings''' tab | + | |
| + | <br>3. '''Details and Settings''' tab – | ||
<br>a. ''' Title''' – The title should identify the problem in the article. | <br>a. ''' Title''' – The title should identify the problem in the article. | ||
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<br>b. '''Product''' – Type the product with the issue. If you click Search in Help Desk, you can sort and filter by this field. Make sure Product is a column in your search window. | <br>b. '''Product''' – Type the product with the issue. If you click Search in Help Desk, you can sort and filter by this field. Make sure Product is a column in your search window. | ||
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<br>c. '''Version''' – If applicable, enter the version this article addresses. | <br>c. '''Version''' – If applicable, enter the version this article addresses. | ||
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<br>d. '''Article #''' - When you save the article, this number is assigned by SME. | <br>d. '''Article #''' - When you save the article, this number is assigned by SME. | ||
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<br>e. ''' Date''' – The date you created the article will be populated here. | <br>e. ''' Date''' – The date you created the article will be populated here. | ||
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<br>4. '''Problem tab''' – enter a description of the problem. | <br>4. '''Problem tab''' – enter a description of the problem. | ||
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<br>5. '''Solution tab''' – enter the solution to the problem. | <br>5. '''Solution tab''' – enter the solution to the problem. | ||
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<br>6. '''Stored Documents tab''' – Click New to browse for a file you want to link to the article. | <br>6. '''Stored Documents tab''' – Click New to browse for a file you want to link to the article. | ||
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<h3>Find articles in Help Desk module</h3> | <h3>Find articles in Help Desk module</h3> | ||
Use the Search button in Help Desk to see a list of all articles. You can sort and filter the articles on the columns in the search window. | Use the Search button in Help Desk to see a list of all articles. You can sort and filter the articles on the columns in the search window. | ||
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[[File:HelpDesk_Search.jpg]] | [[File:HelpDesk_Search.jpg]] | ||
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