Click the links to the topics outlined below to learn more information:
|Name||This is a mandatory field for the input of a unique name for the login. The login name is displayed in the Explorer panel at the Main window when the login is accessing HotH.|
|Tag||This is a mandatory field for the input of a unique login reference. When Tickets are displayed at the Main window, assignees (the logins assigned to resolve Tickets) are referenced by their tag. If the login tag is modified, the tag against existing records is also changed.|
|Login/Password||Specify the details that the login must enter at the HotH Login window when accessing the system (the login and password are disabled for Engineer logins).|
|Default View||The Default View drop-down lists the views created. (Views are used to filter and order records at the Main window.) Select the view to be in effect when the login first enters HotH. (WebGuest logins are automatically locked into the ‘WebView’ view, but this can be altered.)|
|Exclusive||Tick this box if the selected view is the only view the login is allowed to have. This is especially useful for restricting the access of WebGuest logins.|
|Default Dashboard||From the dropdown, pick a dashboard to associate with the Login. It is possible for all HotH users to have their own unique dashboard displaying reports and widgets applicable to their role on the service desk. If this dropdown is left blank, then HotH will display the default dashboard for their login privilege. E.g. if the login is a ‘Support’ privilege, then HotH will display the dashboard that is named Support. If the login is a ‘WebGuest’ privilege, then HotH will display the dashboard named WebGuest. Etc.|
Permissions & Access Section
The following configuration settings can be used to fine-tune the login’s level of functionality. The ones that are available depend on the login’s privilege setting.
Make a selection to specify the areas of the system the login may access. These are:
|Windows Enabled||Tick this box if the login is to access HotH via Windows. If the login is a WebGuest, (see Privilege above) only using the WebServer to access HotH, then this tick box is disabled.|
|Delete Records||Records can only be deleted if this box is ticked. The login must also have the appropriate level of privilege. For example, a login can only delete a Customer record if the login has access to the Customer menu (a privilege of Supervisor or Support) and this box is ticked.|
|Modify Open Tickets Only||This box will normally be ticked so that the login can only modify Tickets that are open (outstanding). Untick it if they can also edit those that are closed.|
|Modify Ticket Notes||The notes text cannot be normally altered once the OK button has been clicked at the Ticket form. After this time, the notes text can only be viewed. If you tick this box, the login is allowed to amend or delete notes at any time.|
|Access Reports||Indicate if the user can add and maintain reports through the Report Designer.|
|Advanced Permission (ITIL)||This area is only available as part of the Enterprise pack. Tick the box to set specific access permissions for the login. All database and folder types are listed, showing the permissions for each one. Click a box to change access permissions:
The login can undertake every action where the box is ticked.
|Create Tickets||Leave this box ticked if the login is allowed to create new Tickets. Preventing this activity is useful for restricting the functionality of WebServer logins.|
|Assign Tickets||Leave this box ticked if the login is allowed to assign Tickets.|
|Create/Amend Customers/ Products||Indicate if the login can create or amend Customer or Product records.|
|View All Tickets/Tasks||Tick this box if the login is allowed to see all Tickets and tasks listed at the main HotH window. Only Tickets entered by and assigned to the login may be modified, unless the following tick box is also selected:|
|Modify Tickets/Dates||Tick these boxes to allow amendment of Tickets and Ticket dates.|
|Group Assignment||Tick the box if the user can assign Tickets to any login Group. If it is unticked, the user can only assign Tickets to logins within their own Group.|
|Close Tickets||Leave this box ticked if the login is allowed to close Tickets.|
|Add to Kbase||Tick the box if the user is allowed to add Ticket details to the knowledgebase so that they are available to others.|
Group/Team Membership Section
Select the Group or Groups (using CTRL + Click) to which the member belongs:
Groups are set up by creating a new Login and selecting Group from the Privilege dropdown:
|Folder||From the drop-down list, choose the start folder for the login (the folder that is automatically opened when the login accesses HotH). Tickets raised by the login are entered into the current folder.|
|Selection||All the available folders are listed. Click to select every one that the login is able to access.|
Tick the areas of the service desk that the login is allowed to access. To see the helpdesk Tickets, the login must have at least the Helpdesk box ticked. You can also select the login’s support level. This can be used when reporting to analyse the support level that Tickets required.
The fields in this section of the form are purely for narrative purposes. If the UK Post Code Integrator is installed, entering the post code and clicking the button will list matching addresses:
Activity/Job Costing Section
Enter the cost rates that apply for this login. These are used in job costing in preference to the rates set for the task category and Product, but not for the Customer.
|E-Mail Enabled||Only available with the E-Mail option. Tick the box if the login is allowed to send and receive E-Mail messages.|
|Attachments||If ticked, the login can attach documents to the e-mail and receive attachments on incoming mail.|
|Mail on Closure||Tick the box if the login is to send/receive an email when their Tickets are closed.|
|Self Acknowledgement||Leave ticked if the login wants to receive e-mails that have been automatically generated to him or her when that login has created the ticket. i.e., if a login creates a ticket and assigns it to his or herself, they will receive the notification email if this tick box is selected.|
|Server E-Mail Login||To indicate that this is the login for the mail read service (the current setting is shown).|
|Enter the login’s e-mail address here.|
|WebServer Enabled||Tick the box if the login is to have WebServer access. Logins can have both Windows and WebServer access.|
|Attachments||If ticked, the login can post and access attachments via the WebServer.|
|Access to Ticket Notes||Tick if the Login is allowed to read Ticket notes via HotH WebServer – useful for enabling or restricting access to notes for WebGuests.|
|Customer Lock-In||For use with HotH WebServer, to restrict the access of the WebGuest to a specified Customer’s Tickets. Leave blank if there is no restriction. If WebGuests are loaded from Active Directory, Customer Lock-In is set as default.|
|Lock onto Contact||Applies if a Customer lock-in is specified. Tick the box if the login can only see their own Tickets for the Customer or leave un-ticked to see all Tickets for that Customer.|
|Department Lock-in||Make a selection from the drop-down list if a WebGuest with this login can only access Tickets with a matching department or Group entered. Leave blank if access to all departments or Groups is allowed.|
This option is only available as part of the Enterprise pack. Tick the Telephony Enabled box if the login is allowed to use automatic dial out.
To enable the Availability tab, you must first navigate to Settings Cog > Your Company Settings > Configuration, and then select Availability Management .
The Availability tab on Login records allows you to enter the times in which individual logins will be available and unavailable to assign tickets to. The login will be displayed as unavailable or removed within the Assignee drop-down on the ticket screen in accordance with these entries.
|Add Working Day Times||Enter the hours in which the login will be working on the HelpDesk.
|Add Holiday||Enter dates of any scheduled holiday. The login will appear as (On Holiday) next to their name in the Assignee list to notify the ticket owner.|
|Unavailable||To remove the login from the Assignee drop-down altogether, select the Unavailable tick box on the Login Details tab. The login will disappear from the Assignee drop-down until this is deselected.