Work 365 Help - Amazon S3 · Work 365 Help can be used to automate IT, HR and Admin help desk and service monitoring systems, Work 365 Help comes as a SharePoint hosted app for SharePoint-2013.
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2 DOs and DONTS`s..................................................................................................................................................2
3 Post installation activities/ settings .................................................................................................................3
3.1 Create a Separate site collection/sub-site ....................................................................................................................... 3
3.2 Add an app .................................................................................................................................................................................. 4
3.5 Users and Roles for the app .................................................................................................................................................. 7
3.6 Fill user registration form ....................................................................................................................................................... 8
3.7 Create ‘Automatic Assignment Group’. – deprecated as of version 4.1.0.1 of Work 365 Help ................. 9
3.8 Create request categories and sub-categories ............................................................................................................. 9
3.9 Agent Groups Creation and Assignment ....................................................................................................................... 11
4 Work 365 Help Config....................................................................................................................................... 14
4.1 Steps to navigate to Configuration Items: .................................................................................................................... 14
5.3 Email template changes to display Ticket ID ............................................................................................................... 16
6.1 Business Hours ......................................................................................................................................................................... 18
7.1 Steps to navigate to request details ................................................................................................................................ 20
8 Request History ................................................................................................................................................... 21
8.1 Steps to navigate to Request history .............................................................................................................................. 21
8.2 Request history screen .......................................................................................................................................................... 21
11 Create new request ............................................................................................................................................ 25
11.1 Steps to create new requests ............................................................................................................................................. 25
11.2 Create new request screen .................................................................................................................................................. 25
13 Knowledge base .................................................................................................................................................. 28
13.1 Creating a knowledge base article during ticket resolution .................................................................................. 28
13.2 Creating a knowledge base article from the settings section ............................................................................... 29
13.3 Manage knowledge base articles ..................................................................................................................................... 29
13.4 Search knowledge base articles ........................................................................................................................................ 30
13.5 Navigate to knowledge base list ....................................................................................................................................... 31
18 How to buy Work 365 HELP ............................................................................................................................ 36
Work 365 Help can be used to automate IT, HR and Admin help desk and service monitoring
systems, Work 365 Help comes as a SharePoint hosted app for SharePoint-2013.
Work 365 Help helps the users to create help desk tickets, see all their help tickets on one single
page.
Users can see the resolution history and various comments along with the name of the person who
has added the comments, comment date for the entire ticket lifecycle.
Users also get an email alert when a ticket is created and every HELP there is some action about
the ticket so that they are always informed about their ticket.
Administrators can set SLAs for various request types which ensures accountability and
transparency, Organizations can be professional as they can define email templates and assign
requests/tasks intelligently.
Work hours can be defined for people who will be working on the requests so you can meet
organizational/team SLAs.
This document will guide you step by step how to configure and use the product.
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2 DOs and DONTS`s
Have Work 365 HELP on a separate site collection/sub-site for better permissions
management.
Add categories and sub-categories as per your requirement.
Add business hours as per your requirements (if SLA feature is active).
Ideally have different Help systems for different functions
Don’t make changes to the email template variables.
Avoid making changes to request details and request history sections.
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3 Post installation activities/ settings
All the post installation activities that an administrator has to do after installing Work 365 HELP are
discussed in the below section.
3.1 Create a Separate site collection/sub-site
Create a separate site collection/Sub-Site for Work 365 HELP as all the app users would require
contribute access to use the app.
3.1.1 Create a new site collection
Steps for creating a new site collection are as follows:
Login as an administrator.
Go to Office 365 Admin section.
Click on SharePoint.
Click on new site collection
Give suitable name and URL to the site-collection
Specify other details
Click OK.
Image: Creating a new site collection
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3.1.2 Create a new sub-site
In case site collection is not feasible/allowed a separate sub-site can be created for Work 365 HELP,
Steps to create a sub-site are as follows:
Click on the settings gear ’ ’
Navigate to ‘View all site contents’
Give suitable name and URL to the sub-site
Have unique permissions for the sub-site as marked below.
Click OK.
Image: Creating a new sub-site
3.2 Add an app
Click on the settings gear -> click on site settings-> Click on ‘Site Contents’-> add an
app-> add Work 365 HELP
3.3 Create ‘Helpdesk Administrators’ group.
Create ‘Helpdesk Administrators’ group manually for the app to be functional, given below are the
steps:
Go to native site which has WORK 365 HELP.
Click on the settings gear -> click on site settings-> Click on ‘people and groups’-> click
on new-> Click on new group.
Create a new group with below configurations:
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Image: Creating Group Helpdesk Administrators
Click on the create button.
3.4 Create ‘Agents’ group.
Create ‘Agents’ group manually for the app to be functional, given below are the steps:
Go to native site which has WORK 365 HELP.
Click on the settings gear -> click on site settings-> Click on ‘people and groups’-> click
on new-> Click on new group.
Create a new group with below configurations:
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Image: Creating Group Agents
Click on the create button.
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3.5 Users and Roles for the app
User Role Permissions / Comments
Helpdesk Administrators
Administrators
Manage Helpdesk, Perform
post-installation config
setting and do various post
installation, Assign Tickets,
Create knowledge base
Articles, View
Knowledgebase articles,
Work on Tickets, View
reports.
Contribute/The group has
to be created manually.
Automatic Assignment
Group – deprecated as of
version 4.1.0.1 of Work 365
Help
Automatic Assignment
group members will be
automatically assigned
ticets, In case auto
assignment feature is
enabled, This group will be
sub-set of Helpdesk
Administrators Group. – This
group is now deprecated as
of version 4.1.0.1 of Work
365 Help
Contribute/This Group has
to be manually created.
Agents Group Agents group members will
be automatically assigned
tickets, In case auto
assignment feature is
enabled. In case auto
assignment feature is
disabled, Agents group will
be assigned the Ticket
instead of the Helpdesk
Administrators group.
Contribute/This Group has
to be manually created.
Ticket Creators/Requestors Create tickets. Contribute/All the
requestors need to have
contribute permissions to
the Work 365 HELP site, A
group name ‘Help
Requestors’ can be created
with contribute permissions.
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3.6 Fill user registration form
Product registration allow us to know more about you!
You need to perform below steps to complete the registration as a one time activity:
Go to the native site which has Work 365 Help.
Click on the Work 365 Help link
Below form will appear
User can download the user guide, visit forums, product page and Iotap Store and contact
support team.
Click on Submit once the form is filled
Work 365 Help home page will now be accessible to you
Note:
User can access Work 365 Help home only if user have filled the registration form.
User guide and other informations related to the product can also be accesed from the
home page of the app by clicking ‘ ’ icon.
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3.7 Create ‘Automatic Assignment Group’. – deprecated as of version
4.1.0.1 of Work 365 Help
Create ‘Automatic Assignment Group’ group manually for the app to be functional, given below are
the steps:
Go to native site which has WORK 365 HELP.
Click on the settings gear -> click on site settings-> Click on ‘people and groups’-> click
on new-> Click on new group.
Create a new group with below configurations:
Image: Creating Group Helpdesk Administrators
Click on the create button.
[Note Automatic assignment group will be a sub-set of help desk administrators group; this group
is required in case SLA feature is enabled]
3.8 Create request categories and sub-categories
Following are the steps to edit/create categories and sub-categories.
3.8.1 Steps to navigate to categories and sub-categories:
Click on the settings gear available on help desk app.
You will find categories and sub-categories under ‘Master Config’ section
Add categories by clicking on the ‘+’ button...
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Image: Create categories
After categories are created, sub-categories can be created.
Add sub-categories by clicking on the ‘+’ button.
Image: Create sub-categories
You are done.
Note:
Work 365 HELP come pre-loaded with dummy categories and sub-categories, Add
categories and sub-categories as per business requirement
Please do not add duplicate Categories/Sub-categories
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3.9 Agent Groups Creation and Assignment
Create a group for a Category/Sub-Category. E.g. IT Email Agents and assign it to the respective
Category/Sub-Category as below:
Go to native site which has WORK 365 HELP.
Click on the settings gear -> click on site settings-> Click on ‘people and groups’-> click
on new-> Click on new group.
Create a new group with below configurations:
Image: IT Email Agents Group Creation
Image: Permissions for Group IT Email Agents
Click on the create button.
Assign the newly created group to the Category/Sub-Category
Click on the settings gear available on help desk app.
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You will find a link ‘Assign Agent Groups’ under ‘Agent Groups Assignment’ section.
Click the link to navigate to the page from where you can do the assignment as below:
Image: Agent Groups Assignment link on Settings page
Select the Category/Sub-Category and the group and click Save.
Image: Agent Assignment Group page
Now, when a ticket is created for this Category-Sub-Category, it will get automatically
assigned to the members of the ‘IT Email Agents’ group.
Note:
The Automatic Assignment flag (Settings Work 365 Help Config) does not control this
Category-Agent group member allocation.
After a group is assigned, click on the settings gear -> click on site settings-> Under
‘Knowledge Base’ section, click on ‘Enable Agent Groups permissions for Knowledge
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Base’(visible if Knowledge Base is enabled), so that the members of this group get
permission to add to Knowledge Base.
Image: Enable Agent Groups permissions for Knowledge Base
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4 Work 365 Help Config
Work 365 Help config contains core settings required for the app to function, it come pre-loaded
with default values, however these can be changed easily if required, the following table will explain
all the configurable items in detail:
4.1 Steps to navigate to Configuration Items:
Click on the settings gear ’ ’available on help desk app.
Navigate to ‘Work 365 Help Config’ under Master Configuration section.
Configuration items table
Item Description Pre-Configured Value
Page Size Determines the number of tickets that can be viewed on a single page. 20
Archive HELPspan(days) Decides tickets to be archived, the attribute indicates no. of days prior to the current date. 30
SLA for Active to Resolved State Duration(hh.mm)
This is a default SLA (hrs.) For requests to move from active to resolved state; Admin can over-ride the default SLA and define category specific SLA in the Custom SLA list. Note: HELP format is hh.mm and cannot be changed. 4
SLA for Resolved to Closed State Duration(hh.mm)
This is a default SLA (hrs.) for requests to move from ‘Resolved’ to ‘Closed’ state; Admin can over-ride the default SLA and define category specific SLA in the Custom SLA list. Note: HELP format is hh.mm and cannot be changed. 4
Active Label These labels are fixed and should not be changed.
Active
Resolved Label Resolved
Closed Label Closed
App Header App header is the header/title of the app. Work 365 Help
Page Size Knowledge Base
This attribute determines the number of knowledgebase items that can be viewed on a single page. 20
Attachment Size (MB) the attribute determines size of each attachment associated with a request in MB`s. 10
Automatic Assignment
Automatic assignment attribute is responsible for automatic routing of tickets, When set to ‘Enabled’ all the tickets will be assigned to people present in ‘Agents’ group in an alphabetical order (round robin fashion). Disabled
SLA When ‘Enabled’; SLA for the tickets are calculated based on SLA active, SLA Closed and Custom SLA list. Disabled
Page Size Knowledge Base Search
This attribute determines the number of items that can be viewed on a knowledge base search page. 20