Helpstar installation guide

This allows a user to automatically login into the Web portal interface using the same login used for the machine they are currently logged in to.

Items Visible to End Users - specify the fields available to end users when logging a new request. HelpSTAR will allow you to customize the look and feel of your. Net Web Interface. Once the Web Portal installation is complete, options to customize the Web Portal will be launched as shown below. You can complete your customizations at this stage. However, should you decide to customize or modify the theme of your web portal at a later time, you can launch the customization options from the following location:.

Note: For Internet Explorer, it is recommended to upgrade version 7. Company Logo - Upload your company logo to your Web Portal. Click on the Browse button to locate your image file. Click on the Open to insert the image. Note: this image must not exceed x 85 pixels. Color Theme - Select a basic color theme to match your company logo. Scroll through available options and click on the Select Theme button for your desired theme.

Click on the Return to Customization Options button to return to the customization options. Once you have returned back to the customization options, click on Next to continue with available options.

Select advanced colors to further match your company theme or logo. This viewer will allow you to preview the options selected for your customization. Click on Enlarge View to preview your Web Portal on a larger window. If selected, the Password Reset Installation will proceed, click on Next to proceed. You will be prompted to choose a Shared Folder for the Password Reset module.

When you click Browse, a window will appear which will allow you to select a folder or enter a network path. Click OK and then Next to proceed. The necessary database tables will be created for the Password Reset component and a dialog will appear when it has been completed. The confirmation will also provide web path for the Administration of this component. A confirmation will appear upon successful completion of the SharePoint Portal installation. A confirmation will appear upon successful completion of the Mobile Web Portal Installation.

Once the HelpSTAR application has been installed on the deployment server, you may proceed to install the Windows Client on other workstations. It is recommended to perform this installation prior to attempting the Windows Client installation on a workstation at this requires a reboot of the machine. The file location of the Windows Client installer must be shared in order for it to be accessible on other workstations besides the deployment server.

In the Properties window, click on the Sharing tab. On the Sharing tab, click on the Share button. Once the File Sharing window is opened, add everyone or the specific users you would like to install the Windows Client.

Click on the Share button when complete. On the Properties window, select the Security Tab. Specify if Microsoft. Prior to starting the Active Directory import, determine how users should be imported from Active Directory. For example, determine if users should be split into teams or OUs based on their Organizational Units or if they should be imported to a main OU for now.

Select a unique identifier that will have unique values in Active Directory. The following screen will appear:. Note that if Active Directory authentication is selected, HelpSTAR will automatically log the user in as the user they have logged into the workstation as. To import from specific Organizational Units or Groups in Active Directory and import users to Teams based on their OrganizationalUnit, perform the following:. Your Active Directory Tree Structure will appear.

Once a specific OrganizationalUnit has been selected, you can select a specific Team to import users to. Double click on the blank Select Team field next to the Organizational Unit added. Options available are:. The following prompt will appear:. Prompts will appear to update you the status of the import. Once users have been imported, you will receive a confirmation prompt.

A user instance listed under Users will not be bolded if rights are assigned via a team. For each service request in HelpSTAR, you must define a problem type to categorize the type of service you are providing to your end user. This will allow you to report on the frequency of services your Support Reps provide. Once the Find a Category window opens, you will see your Service Centers now listed under the Active Category Structure as shown below. To create a new category for my Service Center, highlight the desired Service Center.

Then, select New in the ribbon to create a new category. If you have existing categories that are under your root, you can simply drag and drop these categories to a Service Center. For example, to associate any Facilities categories with the Facilities Service Center, I can drag and drop these categories to the Facilities Service Center.

For example, you may want to create a Best Solution for Server Build requirements for your Network division. While this would be a useful Knowledge Base article for your Network team, it may have no relevance to users associated with your Human Resources division.

You can set a location on a Best Solution to set a restriction on which users can view a Best Solutions. Select the Best Solutions Listing option.

You can create a new Best Solution. However, in this example, we will edit an existing one. Click on the Edit option in the ribbon. Your Best Solution will open in update mode as shown below. To edit or add the Service Center this Best Solution should be associated with, click on the drop-down options of the Location field.

Click on OK to exit this window. Once you have selected a location and completed the contents of your Best Solution, click on the Save icon to confirm the changes. For example, I can allocate tables and chairs to the Facilities Service Center. You can now restrict Facilities to manage only assets that have been allocated to them. Then, highlight the Service Center where the assets are allocated. Under Roles, click on the Allow checkbox available next to Asset Administrator. Roles applied via a team will be combined with any roles applied on a user level.

Therefore, she has rights granted via team access as well as roles assigned to her from the previous version. Users with any roles granted, will be bolded. Click on a selected user and remove privileges from this specific user. This will mean only roles will be granted via team access. It is recommended to first grant access to this user from the team level prior to removing the access on a user level. The answer is yes! Once you create your Service Centers, your working groups are not restricted to work within their own Service Center.

For example, in a New Hire project, multiple requests can be routed to separate Service Centers for different tasks. The help desk might handle tasks associated to account creation in Active Directory and setting up an email account in Exchange. Facilities may handle the setup of a new cubicle. Human Resources may handle setting a user up in payroll.

All of these tasks are part of one project but multiple Service Centers can handle the tasks they are responsible for. You can even route existing requests between Service Centers. A user will not have access to that request once it lands in its new queue folder location unless they have roles assigned in its new location. If you are already upgraded to HelpSTAR Enterprise edition all that is required is a new set of license keys to unlock this feature in your current installation.

The ability to view all transactions updates, workflow changes, system generated updates in the history of a service request.

The ability to view only public properties on a service request reference number, title, status and time logged. The ability to route a service request to and from a dispatch folder to other queues you have access to. Automation Are your technicians constantly performing manual repetitive tasks? Service Catalog. Service Catalog Are you looking to streamline the service requests that are logged in your Service Desk?

Service Request Management Manage requests assigned to you and your team easily from one place. Easily create and manage service requests to effectively service your customers. Set alerts and notifications to keep your support reps and customers updated in real-time. Service Design Quickly and efficiently log new requests for common issues. Choose from multiple project templates to manage multi-task activities and automate standard processes.

Capture additional data to quickly resolve issues, lower resolution times and enhance reporting. Read More.