Helpdesk Guidelines

The purpose of using Helpdesk to manage issues is an important part of the resolution process. Helpdesk allows us to clearly define the issue and provide technicians with sufficient information to diagnose and resolve the issue. The case log also serves as a future reference and can be used if the issue happens again. You can log cases at this link .

When logging a call, it is important that the call header contains complete and concise information about the request or issue. Technicians will have difficulty working on helpdesk cases that do not have sufficient information as this could lead to an incorrect solution which can be very time and cost intensive.

Below are some guidelines on what information is required in the case header when logging a call:

Example 1: New report is required to view Sales by Category

New reports should only be added if existing reports cannot provide similar information. Please go through existing reports to ensure that you cannot get the result you are expecting. Investigate if an existing report can be amended or parameters added to achieve the result.

Since this is a new report, it is important to define what input parameters are required and what is the expected layout of the report. Here are some details that must be in the case header:

1. List of parameters such as Company Selection, Inventory item, Inventory category etc

2. Create a sample layout in excel showing what the report should look like and place a screenshot in the header

3. Do you need groupings in the report? If so, state the grouping details

4. Any specific header or footer requirements?. Should some columns have totals? if so state the column names

As this is a new feature/change, this case MUST be assigned to the awaitingapproval queue.

Example 2: Leave shown in Payslips does not match with transactions in the ESS Leave screen.

In the case of payslip, mandatory things to ensure are

1. Name and ID of employee for whom its the issue.

2. State for what leave type is the issue.

3. State the date on the payslip and the date leave was taken.

4. Indicate the actual amounts of leave taken. Number of leave days stated in hours.

5. What is the variance in the leave as per payslip (include screenshot).

6. Include any other relevant information example if the medical certificate was handed for the case of sick leave.

This is a system issue and therefore must be assigned to development queue.

Example 3: Cannot log into Helpdesk to log a case.

1. Who is unable to login, is it a specific employee or the whole group.

2. What browser is been used?

3. What is the error message? (provide screenshot of error message)

4. Is the employee able to login in other sites using the same credentials.

Example 4: Ability to change the invoice total in POS and auto apply Discounts

How often should i update the Comments and what information should i put in the comments?

What other information is required before I submit a case

Environment details must be provided for all system issues.You can attach a screenshot of the server versions. Details on how to do this is at this link.

1. Server name, Server Operating system Version, Service Pack version

2. Database name, Database Version, Database Service Pack version

3. Client version, Operating system version, Service pack version

Who should the case be assigned to?

Helpdesk cases needs to be assigned appropriately in order for the issue to be resolved. Please use the following guidelines:

1. If this is a critical system issue, please assign to development

2. New features and change requests must be assigned to awaitingapproval queue

3. General help on systems can be assigned to management to allocate resource