Help Desk

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Go Hands-On SharePoint 2003 (v2)
Go Hands-On SharePoint 2007 (v3)

The simple Help Desk solution has been enhanced to take advantage of the latest feature set. Using this solution, you can capture Help Desk requests, track their status, and drive the process through email notifications. This is a full-featured solution encompassing a full cycle of activities and processes of working on a Help Desk.

Design

This solution provides you with a full-featured Help Desk for your organization. From the submittal of a request through the complete life cycle, it provides the structure and task automation to make your Help Desk rich and productive.

The basic design is what CorasWorks calls an "applet" because it functions like a small application. It is one site that is used to process information - in this case, we are concerned with processing internal Help Desk requests.

This solution covers the full life cycle of a help desk request in the following stages:

Submittal of the requests and self-service, and the ability to distribute the self-service "workplace feature" to anywhere in your workplace that is convenient to users
The management of the assignment of the support request
The process of working on the request and the easy management of the work by support engineers with their tasks automated through preconfigured actions
The ability to turn a routine help request into a large Help Desk item with associated subtasks, and to track this work
The ability for management to view the status of the Help Desk through charts and reports that they can drill down to
The ability to automate the closing of Help Desk requests
The ability to assign Help Desk requests to a Knowledge Base process for approval and then to publish these articles to a Knowledge Base within the Help Desk or externally

A key part of this solution is the preconfigured actions that automate the tasks of driving the Help Desk processes. At any step along the way, you are able to use actions to bring others into the process through email notification. You can easily modify these actions or create your own actions to meet the specific needs of your Help Desk.

Feature Highlights

Simple tab and view interface, providing for a great number of views

Support request self-service by end-users

Ability to distribute the self-service to any and many places throughout your workplace

Custom lists for Help Desk requests

Preconfigured views that only need to be pointed to information in the workplace

Preconfigured actions to automate the work of support people

Actions to drive processes and to bring others into a request using email notification

Ability to escalate a support request into a "project" with subtasks for the request

Ability to easily create or modify actions to automate work

Extensive preconfigured charts for managing Help Desk work

Ability to submit resolved requests to a Knowledge Base process and publish the articles within the Help Desk or elsewhere in the workplace