Administration
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Your Helpdesk application can be used for more than IT staff. You can create queues by department
so that employees can submit requests and questions in one central location regardless of the
destination of the request. For example:
Sales and Marketing
Human Resources
IT Department
You can mix and match configurations to find what works best for your business. Whatever
configuration works for you and your staff, using this Helpdesk component assists you in getting
questions and concerns to the right personnel and getting responses in a timely fashion.
2.4.2 Creating and Assigning Queues
1
Go to your Helpdesk link and log in as an administrator.
2
Click the link labeled
Queues
from the
Administrator
menu panel.
3
Click
Edit
on a new queue. To specify the name, delete any existing name, then type the new
name. To complete the queue name alteration, click
Update
.
4
To designate a technician to a queue, click
Edit
.
5
Under the
Owner
column, scroll down until you find the name of the desired technician, select
the name, then click
Update.
2.4.3 Event Viewer
The Event Viewer allows quick access to view all open, closed, or unverified queues. This is the
most flexible queue management search available on Helpdesk.
1
If the identification number of the desired ticket is known, specify it in the ID field, then click
Search
.