Artezio Help Desk

Overview

Help Desk App will help to improve any service request process (IT support, office supplies and so on) in your organization using Open->In Progress->Resolved->Closed->Reopen status approach. The App is designed for the following user roles:

  • Users who can view requests – users who can create new requests and monitor own
  • Manager – a single user who manages the process. He can either perform the request or assign it to a certain performer
  • Performers – users who actually perform the request

The App allows only actions available to user depending on user’s role and current status of the request. Admin user can specify Manager, Performers group and Users who can view requests and modify email notification templates. Notes:

  • The app works in both online/on premise environments
  • App supports only English based host sites
  • Possible to change logo

You can add Artezio Help Desk at Microsoft Office Online Store.

 

Installation instruction

1. Open the App’s default page.

2. Click the Settings button in the right top corner of the page.

3. Select a group the members of which will be Performers within the App. Enter the Manager’s name. The Manager should be a member of the group specified for Performers.

4. Change Users who can view requests group to a group you find more suitable in your case (by default - Everyone except external users if exists or just Everyone). 

5. Click the Save button.

Additional Settings

1. Change Logo - allows users to change logo to a corporate one displayed on the app home page. Once user clicks on a link, modal popup is displayed that either allow to choose an image from local computer or SharePoint. Click on OK button to save the image as a logo.

2. Notification Settings - allows users to change notification templates used by the app. These fields are available to be used inside templates in {}: Id, Title, LinkTitle, RequestStatus, RequestPriority, AssignTo, Resolution, Comments, CreatedBy, Created, ModifiedBy, Modified.

Usage instruction

Available request statuses

The App allows changing the status of a request as it is shown in the diagram below:

UI

Main page

  1. New item – a link to create a new request.
  2. Search box – allows searching through requests on the current tab. The search works as exact word match. If you want to search for a part of a word, use * symbol (i.e. if you want to search through all words starting with nee, use nee*). It can take some time before a newly created request will be available in search results.
  3. Assigned to me – additionally, filters current tab requests to display only items assigned to the current user.
  4. Tabs – allow switching between different requests grouped into a tab by a specific criterion (status, assignee).
  5. Request – a line with the main information about the request.
  6. Item commands – when clicked, a list of available commands for an item is displayed.
  7. Settings – a link to the settings page.

Request details

  • Fields – depending on the user role and request status, a different set of request fields is displayed.
  • Comment field – a special field that provides a comments feature. If a comment entered, it’s saved after user’s clicks on the Save button. The user can edit or delete his own comments later on.

Additional notes

It may take some time to apply new permissions after a request is created or changed due to usage of a workflow service that is working in a background process. Please wait a little and repeat your action.

On-premise pre-installation requirements

1. Configure an environment for the Apps hosting

a. http://technet.microsoft.com/en-us/library/fp161236%28v=office.15%29.aspx

b. https://www.nothingbutsharepoint.com/sites/devwiki/articles/pages/configure-an-environment-for-apps-for-sharepoint-2013.aspx

2. Setup Workflow Manager 1.0 refresh

a. Open Microsoft Web Platform Installer

b. Type Service Bus into the search box

c. Click Add for Service Bus 1.0

d. Click Install at the bottom of the window and then click I Accept 

e. Wait for this to finish and click Finish

f. Type Service Bus into the search box again

g. Click Add for Service Bus 1.0 Cumulative Update 1

h. Click Install at the bottom of the window and then click I Accept

i. Wait for this to finish and click Finish

j. Now go back to the Web Platform Installer window

k. Type workflow into search box

l. Press Enter

m. Select Workflow Manager 1.0 Refresh

n. Click Add button 

3. Configure Workflow manager

a. http://technet.microsoft.com/en-us/library/jj658586%28v=office.15%29.aspx

4. Add app to the App Catalog (alternatively you can install it to a developer site for testing purposes). More info http://office.microsoft.com/en-001/sharepoint-help/use-the-app-catalog-to-make-custom-business-apps-available-for-your-sharepoint-online-environment-HA102772362.aspx and http://www.c-sharpcorner.com/UploadFile/anavijai/app-catalog-in-sharepoint-2013/

5. Provide app meta information

6. Add app to a site

How To
 

Create request

 

User actions

  1. Open app default page
  2. Click on new item link
  3. Fill fields
  4. Click Save

Expected results:

  1. The request has status Open
  2. The request is visible on the Active, Open and All tabs
  3. The manager should receive an email
  4. The request is assigned to the manager
  5. The rights are applied
    1. The manager – edit
    2. The user – edit
    3. The performers group – edit
    4. Everyone except external users - read

Manager actions

  1. Open the email
  2. Click on a request link in the email

Expected results:

  1. The manager is redirected to the request details page
  2. After clicking Close the manager should be redirected to default app page and can see the request in Active, Open and Assigned to me tabs

 

Assign request

 

Manager actions

  1. Click Edit Item in the request’s context menu
  2. Input performer name into Assign to field
  3. Click Save

Expected results:

  1. The manager can change request status to in progress, resolved and closed states
  2. The performer should receive an email
  3. The request is assigned to the performer
  4. The performer can see the request  in Active, Open and Assigned to me tabs

 

Set request to in progress state

 

Performer actions

  1. Open the email
  2. Click on a request link in the email
  1. Click Edit Item in the Manage section
  2. Select In progress state from the list of statuses
  3. Add a new comment
  4. Click Save

Expected results:

  1. The performer can change request status to in progress, resolved and closed states
  2. The user should receive an email
  3. The manager can see the request only in Active and In progress tabs
  4. The performer can see the request in Active, In progress and Assigned to me tabs

User actions

  1. Open the email
  2. Click on a request link in the email

Expected results:

  1. The user is redirected to the request details page
  2. After clicking Close the user should be redirected to default app page and can see the request in Active, In progress and All tabs

 

Set request to resolved state

 

Performer actions

  1. Click Edit Item in the request’s context menu
  2. Select Resolved state from the list of statuses
  3. Add a new comment
  4. Select resolution
  5. Click Save

Expected results:

  1. The performer can change request status to open, resolved and closed states
  2. The user should receive an email
  3. The manager can see the request only in Active and Resolved tabs
  4. The performer can see the request in Active, Resolved and Assigned to me tabs
  5. The rights are applied
    1. The manager – edit
    2. The user – edit
    3. The performers group – read
    4. Everyone except external users - read

User actions

  1. Open the email
  2. Click on a request link in the email

Expected results:

  1. The user is redirected to the request details page
  2. After clicking Close the user should be redirected to default app page and can see the request in Active, Resolved and All tabs

 

Set request to reopened state

 

User actions

  1. Open app default page
  2. Click Edit Item in the request’s context menu
  3. Select Reopened state from the list of statuses
  4. Add a new comment
  5. Click Save

Expected results:

  1. The user can choose reopened and closed statuses of the request
  2. The request is displayed in Active, Reopened and All tabs
  3. The manager should receive an email
  4. The request is assigned to the performer
  5. The rights are applied
    1. The manager – edit
    2. The user – edit
    3. The performers group – edit
    4. Everyone except external users - read

Manager actions

  1. Open the email
  2. Click on a request link in the email

Expected results:

  1. The manager is redirected to the request details page
  2. After clicking Close the manager should be redirected to default app page and can see the request in Active, Reopened and Assigned to me tabs

 

Set request to closed state

 

User actions

  1. Open app default page
  2. Click Edit Item in the request’s context menu
  3. Select Closed state from the list of statuses
  4. Add a new comment
  5. Click Save

Expected results:

  1. The user can choose in progress, resolved and closed statuses of the request
  2. The request is displayed in Closed and All tabs
  3. The rights are applied
    1. The user – edit
    2. permissions inherited from list

 

Comments

 

User actions

  1. Open app default page
  2. Click Edit Item in the request’s context menu
  3. Add a new comment
  4. Click Save

Manager actions

  1. Open app default page
  2. Click Edit Item in the request’s context menu
  3. Add a new comment
  4. Click Save
  5. Repeat step 2-4

Expected results:

  1. The manager can edit or remove only own comments

 

Assign to me button

 

Manager actions

  1. Open host site settings
  2. Go to site permissions
  3. Go to Owners group
  4. Add two users to the group  (performer1 and performer2)
  5. Open app default page
  6. Click on the request
  7. Input performer1 name into Assign to field
  8. Click Save

Performer2 actions

  1. Open app default page
  2. Click Edit Item in the request’s context menu
  3. Click Assign to me in the Actions section
  4. Click Save

Expected results:

  1. Assign to me link should be enable in the Actions section
  2. After clicking the link performer2 user name should appear in Assign to field value
  3. The request is assigned to the performer2

 

Helpdesk links app part tests

 

A new request link

  1. Create a new web part page
  2. Add Helpdesk Links web part to the page
  3. Open the web part properties
  4. Expand Miscellaneous section
  5. Select Show a new request link checkbox
  6. Click Ok in properties window
  7. Click Save in ribbon
  8. Click Create a new request link in the web part

Expected results:

  1. The user is redirected to the requests page
  2. A new request modal dialog is displayed

Requests link

  1. Open created web part page
  2. Open the Helpdesk Links web part properties
  3. Expand Miscellaneous section
  4. Select Show requests link checkbox
  5. Click Ok in properties window
  6. Click Save in ribbon
  7. Click Requests link in the web part

Expected results:

  1. The user is redirected to the requests page

 

Additional notes

It may take some time to apply new permissions after the request is created or changed due to the workflow service running  the  background. Please wait a little and then repeat your action.

 

custom software development, offer