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JTAG HELPDESK &Ticketing System Manual

Version 1.0

Contents What is in the package? ...................................................................................................... 3

HelpDesk Pro ............................................................................................................................... 3

Helpdesk Commerce ................................................................................................................... 3

Installation........................................................................................................................... 3

INSTALLATION OF JTAG HELP DESK ........................................................................ 4

CONFIGURATION ............................................................................................................ 7

General: ....................................................................................................................................... 8

Setting user access to helpdesk ................................................................................................... 8

Agreement: .................................................................................................................................. 9

Notification of users .................................................................................................................... 9

USER MANAGER ........................................................................................................... 10

Creating a New User: ................................................................................................................. 10

New user is created now. .................................................................................................. 12

Edit and Delete: ......................................................................................................................... 12

Permissions Manager ................................................................................................................ 14

New Permission: ........................................................................................................................ 14

User Setup: ................................................................................................................................ 15

Permission Matrix:..................................................................................................................... 16

Edit and Delete: ......................................................................................................................... 17

CATEGORY MANAGER: .............................................................................................. 17

New Category: ........................................................................................................................... 18

Enable Category on Frontend .................................................................................................... 19

Edit and Delete: ......................................................................................................................... 19

TICKET VIEWER ............................................................................................................ 20

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DATABASE MAINTAINCE ........................................................................................... 20

Setting Menu Option ......................................................................................................... 21

CLIENT PANEL .............................................................................................................. 23

SIGN UP: .................................................................................................................................... 23

LOGIN: ....................................................................................................................................... 24

MAIN MENU: ............................................................................................................................. 24

HELP DESK: ................................................................................................................................ 25

SUBMIT NEW TICKET’S: ............................................................................................................. 25

TICKET’S ..................................................................................................................................... 26

ASSIGNED TICKETS ..................................................................................................................... 26

ADD USERS: ............................................................................................................................... 26

Search ........................................................................................................................................ 27

To Add a ticket to Knowledge Base ........................................................................................... 27

Add Any Article to knowledge base .......................................................................................... 29

The email settings ............................................................................................................. 29

Automatic Email Processing: Cron Job ............................................................................ 35

ABOUT ............................................................................................................................. 36

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What is in the package? HelpDesk Pro

1. Helpdesk Pro 2. JCron – This is a simplified version. 3. Install.txt - Install instruction

Helpdesk Commerce 1. HelpDesk Commerce 2. JCron – This is a simplified version. 3. VirtueMart 1.1.3 - last version 4. Install.txt install instruction

Installation This first thing you should do is to open the package and install Jcron or in the case of the Commerce edition you should install the VirtueMart as well. These are supporting components which support our component. They are open source and you have not pay for these components. Follow the instruction of installation component on Joomla to install the two components. If the components are not installed then chances are that they are already installed o your systems. After the installation of the above components you can then proceed with the installation of the JTAG Helpdesk

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ADMIN PANEL

INSTALLATION OF JTAG HELP DESK

1. To install the ‘JTAG HELP DESK’ component, go to the Joomla admin and click on the menu option Extensions. In the menu bar, rollover your mouse to the install/uninstall option.

2. After clicking on install/uninstall click on Install on the next page and select the location

of the package on your local drive.

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3. Click on browse button and give the path of the file in your computer for installation of

‘JTAG HELP DESK’ source file.

4. After providing the path, click on Update Files & Install Button to complete the

installation of ‘JTAG HELP DESK’ source file.

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5. If the installation goes successful, you will find the following message of ‘Installation

Component Success’.

Installation is completed.

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CONFIGURATION

1. After completing Installation of ‘JTAG HELP DESK’ now move to the setting interface, click on the components link in the menu bar, and click on ‘Jtag Helpdesk’.

2. On the main interface of window, click on configuration’s option to start managing the

software.

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General: The first option is general settings where you can set the global setting which includes Language, Date Format, Short Date Format, Message Box Editor, Message box Tips, Message box Height, Message box Width, Icon Set, FrontPage ticket, Sub page Tickets, Enable Highlighting, Highlight Text, Default Message, Default User (company name/individual), Name and Copyright is non-editable and predefined by author.

Setting user access to helpdesk The second option is ‘Users’ in which you can set the users that will have access to the helpdesk on the frontend.

To allow all users on the system to use the helpdesk features you should set the “Allow All User Access” to yes. “Import User” will import users from the Joomla installation to the Jtag Helpdesk and you can later grant further access to them.

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The Default Group is the group that all users will belong to by default.

Agreement: With this option you can select if the user will be presented with an Agreement or not before he can use the helpdesk features. You can use an article ID published in Joomla as the agreement document to be read and agreed upon by the users. After that you can define the name of the button to continue. By default it is “continue”

Notification of users The next options specify who will be involved during ticket and after ticket processing. You can select Notify relevant User.

Notify Email is the sender email used by Jtag Helpdesk.

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USER MANAGER

After configuring now move to User Manager, in that option you can create, manage and delete the users.

Creating a New User: 1. To create new users there is an option on the upper right corner “New” click on it

and it will open create new user option.

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2. In New User panel you have the option to select users, group and enter

Organization.

After choosing your options in creating new user, click on save button in upper right corner.

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New user is created now.

Edit and Delete: You can edit you created user very easily by simply clicking on username.

Here you can change the user rights and company name, but user name is non editable.

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Delete option is situated in right column of edit window, here you have three different options 1) Do Not Delete, 2) Remove Users Tickets (recommended when deleting), 3) Remove users tickets and replies to other tickets.

Note: Deleting a user here will remove their tickets system account, not their Joomla/Mambo account. If you have all user access turned on they will still be able to access the tickets as the default group.

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Permissions Manager In Permission manager you can see what kind of rights allotted to a group.

New Permission: In Permission option you are able to create new user, by simply right clicking on upper right corner of permission window.

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On Clicking New button the new window will open, where you have future options to create new group, you can enter the Name of New Group and Add Image for specific group.

after completing the process of creating new group, the option of permission manager open in which you can user the kind of right, User Setup and Permission Matrix.

User Setup: In that phase you allow user group what kind of permission they have, the option you can multiple check from checkbox function is, View, Make, Edit, Delete.

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Permission Matrix: In Permission matrix you can allow users a Multiple Permissions for Quick Update and two options in Category, 1) Default Category, 2) Test, from where you can select different permission as per requirement.

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Edit and Delete: You can edit you delete groups very easily by simply pressing a right click on created group, the new page will open with following options for Remove or Edit choose whatever is preferably required by the situation, there is four available options are, 1) Delete Group (default for editing), 2) Remove User from group, 3) Remove user from group and delete users tickets (recommended when deleting), 4) Remove users from group and delete users tickets and replies to other tickets.

Note: Deleting a user here will remove their tickets system account, not their Joomla/Mambo account. If you have all user access turned on they will still be able to access the tickets as the default group.

CATEGORY MANAGER: In Category Manager you can create multiple categories which is suited with tickets, there is by default category which can be use for those tickets which not have sufficient or required category.

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New Category: In New Category you can create a new category group in which you can choose according to tickets which can be generate by the groups/users. In new category you can enter a desired name, and description which is relevant to the category name, and image for the category.

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Enable Category on Frontend When you first create a category you will notice that it does not appear on the front page. This is because the permission must be set first. To do this, follow the following steps:

1. Click on the permissions manager 2. Click on the group to assign permissions (if you have not create a workgroup then

create the workgroup) 3. On the “User setup set what the user can do. 4. On the permissions matrix set the permission for the categories 5. See attached image.

You can also do this when creating a new permission group

Edit and Delete: You can edit or delete a category very easily by just right click of your mouse on the created category, it will open the page of edit and delete function, in edit function you can rename category, change description and replace image, for delete the image show in below image that you can Delete All tickets from category by using that you are able to delete all ticket and the relevant category.

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TICKET VIEWER In Ticket Viewer function you can check the status of Open, Closed and Dead Tickets which generated by user or user group, that function is only viewable you can not delete or modify tickets from that function.

DATABASE MAINTAINCE

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By using Database Maintaince function you can view Orphan User, Orphan permission sets, Orphan tickets, Orphan Messages, Missing permission sets, Permission set format, User permission format and Total Action performed..

Setting Menu Option

1. To add Jtag Helpdesk to your menu on FrontPage go to the joomla main menu and click on the “Menus” menu.

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2. On the screen that appears click on “new” to create a new menu.

3. Click on the Jtag Helpdesk to see the two menu options. a) Show all Jtag Helpdesk will display the JTag helpdesk menu b) Knowledge base for Jtag Helpdesk will show menu to the knowledge base.

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4. Follow the normal Joomla process for creating menu and you are done.

CLIENT PANEL

SIGN UP:

At client site, after entering you must registered first, otherwise the application did not allow you to use it, it is easy to create an account by just simply clicking on the option, there you need to gave some information like your name, your desire user name, your email address and desired password, once you click on register button, system generated activation email sent in your given email account, open your email account and activate your account by click on provided

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link in activation email. Once you confirm your activation you are able to login and use the permissions which given to you by your administrator. Exp: if your administrator provide you guest permission which write and reply to your own tickets then you are only able to write a ticket or reply your own ticket, neither you can delete it or close it.

LOGIN: Once you completed your account activation, after that you can enter in the application and post the tickets as per your permissions allowed.

MAIN MENU: Once you login the Zackmo.com click on ‘HELP DESK’ or ‘SUPPORT CENTER’, In Help Desk you can create and reply tickets and in support you can ask about your problems and other issues (Entire Support).

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HELP DESK: In Help Desk Menu you can submit new tickets, reply tickets, assign tickets (for administrator) & add users (for administrator)

SUBMIT NEW TICKET’S: After entering in Help Desk the first menu is “Submit new Ticket’s” there you can mention your Ticket name and the category and Description about your ticket what you are creating for, and you select you priority level for you ticket and then click on “submit a new ticket” button once you press it your ticket will be forward to your administrator.

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TICKET’S After Submitting your ticket you can communicate about your ticket in “Ticket’s” Menu and discuss from that option. Administrator can assign the ticket to regarding group or user from here as well.

ASSIGNED TICKETS Once the Administrator assigned the ticket from “ticket’s” menu after submitted from user, user can view his/her ticket is assigned by whom from “Assigned Ticket” Menu.

ADD USERS: In “Add Users” Menu Administrator add users to desired group and add there details in description.

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Search In that option you can search your tickets by the ticket name, ticket creator name, priority, category, or assign to options.

To Add a ticket to Knowledge Base You can add the question and the responses in a ticket to the Knowledge base. To do this, lick on the green button on the right had corner of the ticket and then the ticket will be added.

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After that you can then edit the content to modify it to your taste or add additional information.

The end result is a simple Knowledge Base Article as shown below.

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Add Any Article to knowledge base You can add any article that is not related to a ticket to the knowledge base. To do this: 1. Go to the Edit KB tab

2. Click on the “Add item”

3. Type the title of the KB article and the information you want to add and click on “save” 4. You are done. You can then edit the entry anytime you want.

The email settings 5. The first thing you need to do to configure Jtag Helpdesk to send and receive email is to

create an email address using cpanel or other programs on your on your hosting. 6. Further, go to the Jtag helpdesk menus and click on the category manager, then click on

the category where you want to set the mail recipient as shown below. If no category exists then you should create one.

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7. Fill in the mail account details. This email account will receive the email sent to this category, any desktop email client configure as such will received email sent to this mail address and can send email to client on behalf of this address.

8. Ensure that you fill in the notification messages for emails.

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9. Go to the Permissions manager and you will see the groups already existing. Now create a new user group by clicking on “new” button if there is no existing group to use.

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10. Then open the new group or existing group you want to grant permissions to as below. Here you can set what each user group can do with the tickets. Click on the permissions matrix and set permissions accordingly.

11. Then click on the user manager and from the user list. Click on a user and assign that user to a group and to an organization if needed.

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12. Click on the Configure button go to the tab users. For the “allow all users access” set to yes to allow all registered users to send and get ticket per mail. Then assign the user to a default group.

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13. Click on the tab “ticket from email” and set the parameters.

a. “Notify relevant users” when set to yes will send a copy of the email to all involved in the ticket.

b. Audit ticket when set will escalate a ticket to the manager when ticket is not closed after a certain amount of time specified.

c. Write log will write all activities to a log file d. Show label “check mail for tickets when set to yes will show this label on the

frontend. e. Show label “conduct auditing” when set to yes will show this label on frontend.

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Automatic Email Processing: Cron Job For the email communication to work properly, you will need to setup the cron job using the Integrated JCRON Component. To enable JCRON do the following:

1. O the main Jtag Helpdesk menu Click on the Configure icon 2. Click on the “ticket from mail” tab 3. Answer yes on the “enable JCRON radio button. 4. Enable the mail Cron. This option determines the frequency the mail boxes will be

checked for emails from users 5. The next box under is the “audit Cron”. When you set this to yes, it will monitored to

see if the allocated time has elapsed and need to be escalated, here again you must set the frequency.

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ABOUT That shows what the version of Joomlatag Help Desk System is and about the main web site and the Libraries.