Helpdesk Maintenance

Overview
Helpdesk Maintenance in LinkSOFT provides the essential tools for configuring, organising, and managing the foundational data and rules that underpin the entire Helpdesk module. This ensures that support operations are standardised, efficient, and aligned with an organisation's service delivery objectives. It covers the setup of classification systems, templates, and automated processes to streamline issue resolution and information accessibility, supporting effective communication and continuous improvement in customer and internal support.

Here are the key features and functionalities housed within Helpdesk Maintenance:

Priority, Category, and Group Maintenance: This core functionality allows users to define and manage various priorities, categories, and groups for Helpdesk cases. These classifications are vital for organising issues, determining their urgency, and directing them to the appropriate support teams. The system facilitates setting a configurable "Time allowed to complete" for each combination of priority, group, and category. This feature automatically marks cases as overdue if they exceed the defined time limit. Even deleted categories and groups remain visible in the main display, although they are excluded from edit forms, ensuring a comprehensive historical view.
Escalation Rules: Helpdesk Maintenance enables the creation and administration of escalation rules. These rules automate actions when cases are not addressed within specified timeframes or when they meet other predefined criteria. The documentation for these rules is also maintained and updated within this section of the Helpdesk module.
Document Templates: The module supports the creation and management of document templates, which are used for standardising various communications and case definitions within the Helpdesk system. These templates are crucial for ensuring consistency in information gathering and client communication. The system includes controls to prevent deleted templates from appearing as active options in the case editor.
Scheduled Tasks Management: Helpdesk includes a robust Scheduled Tasks functionality. This feature is used to define, document, and schedule routine tasks that specific positions are required to fulfil. It ensures consistency in business operations and provides a detailed audit trail for all important activities. To enhance control and prevent unauthorised changes, administrative locks can be applied to these scheduled tasks.
Knowledge Base Management: Helpdesk Maintenance facilitates the active management of the Knowledge Base. This allows users to publish specific cases and project-related information, making it easily searchable and accessible to both internal staff and external clients. This feature is instrumental in promoting self-service support and efficient knowledge sharing across the organisation.
Functional Points Tracking: The module provides the capability to maintain a list of functional points for each menu item within LinkSOFT. These functional points can then be linked to individual Helpdesk cases as "Related Items" to track specific testing and development activities. This helps in clearly defining the scope of testing, managing the status of these tests, and providing an auditable record of their outcomes.
General Configuration & Usability: This maintenance area also focuses on overarching usability and configuration aspects. It ensures consistency in menu naming and field labels throughout the Helpdesk application to improve user understanding. A Document Footer Note can be added to Helpdesk cases for consistent messaging. Furthermore, the system manages document sizes within Helpdesk cases to prevent slow loading times, especially over slower internet connections. For auditing and accountability, the system traces and records users who change the "Logged by" field on Helpdesk cases.

Maintenance contains the following menu: