The IBN Issues and Help Desk feature provides entities with the capacity to effectively administer and manage all Help Desk and Issues related subjects within a centralized location.  We, at Mediachase, use this powerful tool to manage all support related incidents allocated to multiple issue boxes.  Here are some tips of how to use the Issues & Help Desk feature.

 

In order to access Issues/Help Desk, select Issues/Help Desk on the left navigation pane as shown below.  The IBN provides multiple views of existing issues and help desk related items, and the ability to view some or all of these items depends on the individual's position within the company.

 

As a help desk administrator, the following will be most useful in handling all issues:

1.    Select View by Issue Box and a drop down menu will appear of all existing Issue Boxes.  Select the specific issue/help desk box you would like to see.

2.    The controlled option to edit or delete an incident is on the right hand side of the window.

3.    You may create a new issue or import/export from and to an existing issue box.

 

You can access individual incidents by selecting the specific title/name of the issue (in blue) or by selecting the edit icon on the right.

 

 

The following screenshot is an example of a specific incident received from a customer. 

The numbered items are:

1.    Quick Tracking provides help desk/issues administrators with the ability to change the status of the incident and to assign the responsible individual with the particular incident.  The assigned individual will be notified via IBN Alerts or via email if properly configured.

2.    Option to add an existing email or add an internal message to the specific incident.

3.    The Send button records the added message or email to the history of the incident.

4.    Option to reply to, resend or delete a specific line item.

5.    Option to resend, mark as resolved, mark as workaround, or delete the message.

6.    The Actions drop down menu provides additional command options, such as add a ToDo, add resources, add timesheet items, and edit the incident.

7.    Adjust the current view settings.

8.    View details of the incident, such as time received and response times and dates.

 

 

For additional information on help desk/ issues management and administration, please visit http://docs.mediachase.com/doku.php?id=ibn:45:admin:chapter7

jason