Novell OPEN WORKGROUP SUITE SMALL BUSINESS EDITION 9.3 - ADMINISTRATION... Manual de usuario

Novell

www.novell.com

novdocx (en) 26 August 2007

Helpdesk Administration Guide

Open Workgroup Suite Small

Business Edition Helpdesk

9.3

October 2007

ADMINISTRATION GUIDE

novdocx (en) 26 August 2007

Legal Notices

Novell, Inc., makes no representations or warranties with respect to the contents or use of this documentation, and

specifically disclaims any express or implied warranties of merchantability or fitness for any particular purpose.

Further, Novell, Inc., reserves the right to revise this publication and to make changes to its content, at any time,

without obligation to notify any person or entity of such revisions or changes.

Further, Novell, Inc., makes no representations or warranties with respect to any software, and specifically disclaims

any express or implied warranties of merchantability or fitness for any particular purpose. Further, Novell, Inc.,

reserves the right to make changes to any and all parts of Novell software, at any time, without any obligation to

notify any person or entity of such changes.

Any products or technical information provided under this Agreement may be subject to U.S. export controls and the

trade laws of other countries. You agree to comply with all export control regulations and to obtain any required

licenses or classification to export, re-export or import deliverables. You agree not to export or re-export to entities on

the current U.S. export exclusion lists or to any embargoed or terrorist countries as specified in the U.S. export laws.

You agree to not use deliverables for prohibited nuclear, missile, or chemical biological weaponry end uses. See the

Novell International Trade Services Web page (http://www.novell.com/info/exports/) for more information on

exporting Novell software. Novell assumes no responsibility for your failure to obtain any necessary export

approvals.

stored on a retrieval system, or transmitted without the express written consent of the publisher.

Novell, Inc., has intellectual property rights relating to technology embodied in the product that is described in this

document. In particular, and without limitation, these intellectual property rights may include one or more of the U.S.

patents listed on the Novell Legal Patents Web page (http://www.novell.com/company/legal/patents/) and one or

more additional patents or pending patent applications in the U.S. and in other countries.

Novell, Inc.

404 Wyman Street, Suite 500

Waltham, MA 02451

U.S.A.

www.novell.com

Online Documentation: To access the latest online documentation for this and other Novell products, see

the Novell Documentation Web page (http://www.novell.com/documentation).

novdocx (en) 26 August 2007

Novell Trademarks

For Novell trademarks, see the Novell Trademark and Service Mark list (http://www.novell.com/company/legal/

trademarks/tmlist.html).

Third-Party Materials

All third-party trademarks are the property of their respective owners.

novdocx (en) 26 August 2007

Contents 5

Contents

novdocx (en) 26 August 2007

About This Guide 7

1 Getting Started 9

1.1 Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9

1.2 Requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9

1.3 Installation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9

1.3.1 Basic Installation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9

1.3.2 Advanced Installation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12

1.3.3 Uninstalling Helpdesk . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18

2 Administration 19

2.1 Helpdesk User . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19

2.1.1 User Directions for Submitting a Helpdesk Ticket . . . . . . . . . . . . . . . . . . . . . . . . . . . 20

2.1.2 User Directions for Searching for a Helpdesk Ticket. . . . . . . . . . . . . . . . . . . . . . . . . 21

2.2 Technician Role . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22

2.2.1 Technician Add New Incident . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22

2.2.2 Technician Directions for Lookup Page. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24

2.2.3 Technician Directions for Knowledge Base . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24

2.3 Reporter Role . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24

2.3.1 Customizing a Search . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25

2.4 Administrator Role . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26

2.4.1 Queues . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26

2.4.2 Creating and Assigning Queues . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27

2.4.3 Event Viewer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27

2.4.4 Settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28

2.4.5 Roles . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30

6Helpdesk Administration Guide

novdocx (en) 26 August 2007

About This Guide

novdocx (en) 26 August 2007

About This Guide

Helpdesk provides an online resource for administrators to monitor incidents, check the status

incident tickets, allocate work, and personalize settings to best fit their company’s needs. This

allows Helpdesk users the reassurance that their incidents have been received by support teams.

Chapter 1, “Getting Started,” on page 9

Chapter 2, “Administration,” on page 19

Audience

This guide is intended for Helpdesk administrators.

Feedback

We want to hear your comments and suggestions about this manual and the other documentation

included with this product. Please use the User Comments feature at the bottom of each page of the

online documentation, or go to www.novell.com/documentation/feedback.html and enter your

comments there.

Documentation Updates

For the most recent version of the Helpdesk Administration Guide and additional documentation,

visit the Novell Open Workgroup Suite Small Business Edition Web site (http://www.novell.com/

documentation/nows/).

Documentation Conventions

In Novell documentation, a greater-than symbol (>) is used to separate actions within a step and

items in a cross-reference path.

A trademark symbol (®, TM, etc.) denotes a Novell trademark. An asterisk (*) denotes a third-party

trademark.

8Helpdesk Administration Guide

novdocx (en) 26 August 2007

Getting Started

novdocx (en) 26 August 2007

Getting Started

Section 1.1, “Overview,” on page 9

Section 1.2, “Requirements,” on page 9

Section 1.3, “Installation,” on page 9

1.1 Overview

Helpdesk provides an online resource for administrators to monitor incidents, check the status

incident tickets, allocate work, and personalize settings to best fit their company’s needs. This

allows Helpdesk users the reassurance that their incidents have been received by support teams.

1.2 Requirements

When you choose to install the Helpdesk component on your NOWS-SBE server, all requirements

necessary to run Helpdesk are included in the installation. However, the eDirectoryTM and iManager

components need to be installed prior to the Helpdesk component.

1.3 Installation

After you have installed your NOWS-SBE server operating system and the base component,

eDirectory, you can install the Helpdesk application from the NOWS Admin GUI.

1Log in to the NOWSBE Admin GUI with the sbsadmin login name and password.

2Click the Add/Remove link.

3Locate the Helpdesk application in the list of components to install.

4Click the Install button.

5Choose to install the Basic or Advanced option.

Basic: Minimal configuration required by the administrator. Default settings are used.

Advanced: Options available to change configurations such as ports and logging levels.

1.3.1 Basic Installation

The Basic installation is a five-step process that configures your Helpdesk application with the

default recommended settings.

1Select the Basic option on the Installation Type page 2. Specify the settings for your LDAP

services. (LDAP is used for the user authentication and authorization.)

2After you have provided the information, click Next to continue your Helpdesk installation.

3Specify the settings for your LDAP services.

10 Helpdesk Administration Guide

novdocx (en) 26 August 2007

LDAP Host: Specify the IP address for your eDirectory server. In most cases this is the

same as the server which you are installing Helpdesk

LDAP Port: The default port for LDAP services is 389. However, this is a non-secure

port and all authentication should use a secure connection. Change this to port number

636, which is for LDAP over SSL.

LDAP SSL: The default is set at 0 because LDAP is not secure over port 389. If you have

chosen to use LDAP over SSL and changed the port to 636, then specify a 1 here to enable

SSL.

LDAP Bind DN: The fully distinguished name for the proxy user to be used for your

LDAP services. The proper format is to use commas and not periods to separate the login

ID and its context information.

LDAP Base Organization: The base context your Helpdesk application uses to

authenticate users. Typically it is the top of the eDirectory tree.

LDAP Password: The password to be used by the LDAP proxy user.

Helpdesk Object: The eDirectory Helpdesk object's fully distinguished name.

Admin FDN: The fully distinguished name of the eDirectory tree's admin user.

Admin User Password: The password you use for your eDirectory tree's admin user.

4Click Next to continue your Helpdesk installation.

5Specify the settings for your Helpdesk environment.

Admin User Password: The password you use for your eDirectory tree's admin user.

MySQL User: The user that will manage the database. It needs full privileges.

Este manual sirve para los siguientes modelos

Tabla de contenidos

Otros manuales de Software de Novell

Novell

Novell OPEN ENTERPRISE SERVER 2.0 SP2 - DOMAIN SERVICE FOR... Manual de instrucciones

Novell

Novell SP2 - S Manual de instrucciones

Novell

Novell IDENTITY MANAGER 3.6.1 - NULL SERVICE AND LOOPBACK SERVICE... Manual de usuario

Novell

Novell LINUX ENTERPRISE SERVER STARTER SYSTEM Manual de usuario

Novell

Novell DST - READ ME 03-2007 Manual de usuario

Novell

Novell SENTINEL 6.1 SP2 - 02-2010 Manual de usuario

Novell

Novell ZENWORKS NETWORK ACCESS CONTROL 5.0 - ... Manual de usuario

Novell

Novell POLICIES IN IMANAGER 3.6.1 - 06-05-2009 Manual de usuario

Novell

Novell ACCESS MANAGER 3.1 SP2 - SSL VPN USER GUIDE... Manual de usuario

Novell

Novell EVOLUTION 2.6 Manual de usuario

Novell

Novell DATA SYNCHRONIZER - 07-2010 Manual de usuario

Novell

Novell IDENTITY AUDIT 1.0 - GUIDE Manual de usuario

Novell

Novell ENHANCED SMART CARD METHOD 3.0.1 - INSTALLATION... Manual de usuario

Novell

Novell NETWARE 6-DOCUMENTATION Manual de usuario

Novell

Novell LINUX ENTERPRISE DESKTOP 11 - KDE Manual de usuario

Novell

Novell ZENWORKS 10 CONFIGURATION MANAGEMENT SP3 - COMMAND LINE UTILITIES REFERENCE 10.3... Manual de instalación y operación

Novell

Novell SENTINEL 6.1 SP2 - INSTALLATION GUIDE... Manual de usuario

Novell

Novell ZENWORKS 10 CONFIGURATION MANAGEMENT SP3 - COMMAND LINE UTILITIES REFERENCE 10.3... Manual de usuario

Novell

Novell GROUPWISE 7 ASYNC GATEWAY - INSTALLATION AND... Manual de instrucciones

Novell

Novell GROUPWISE 7 - SECURITY POLICIES Manual de usuario

Novell

Novell OPEN ENTERPRISE SERVER 2 SP2 - STORAGE SERVICES AUDITING CLIENT LOGGER UTILITY REFERENCE... Manual de servicio

Novell

Novell GROUPWISE 8 - WEBACCESS Manual de usuario

Novell

Novell GROUPWISE 7 - POST OFFICES Manual de usuario

Novell

Novell GROUPWISE 7 - SECURITY POLICIES Manual de usuario

Manuales populares de Software de otras marcas

COMPRO

COMPRO COMPROFM Manual de usuario

Muratec

Muratec OFFICEBRIDGE ONLINE Manual de usuario

Oracle

Oracle Contact Center Anywhere 8.1 Manual de usuario

Adobe

Adobe 65007312 - Photoshop Lightroom Manual

Avaya

Avaya NULL One-X for RIM Blackberry Manual de usuario

HP ProLiant BL420c Manual de usuario

PS Audio

PS Audio PowerPlay Manual del propietario

Brady

Brady LOCKOUT PRO 3.0 Manual de servicio

Avaya

Avaya Interaction Center Manual de usuario

Texas Instruments

Texas Instruments TI-83 Plus Silver Edition Manual

Oracle

Oracle Application 9i Manual de usuario

Acer

Acer RDM Manual de usuario

Canon

Canon Vixia HF21 Manual de usuario

Canon

Canon ZR950 Manual de usuario

Samsung

Samsung Auto Backup Manual de usuario

Polycom

Polycom Vortex EF2201 Instrucciones de instalación y funcionamiento

Brocade Communications Systems

Brocade Communications Systems Brocade 8/12c Manual de usuario

Lexmark

Lexmark Apps Manual de servicio