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Helpdesk

Using Helpdesk Web Part

The Helpdesk web part provides several functionalities:
1. Create Request

  • Users must select a Category and Subcategory (both required). 

  • Users can add a short description, specify users in CC, and optionally upload attachments (files or images) relevant to the request. 

  • Once the required fields are filled in, the user can submit the request. 

  • Upon submission, an email notification confirms successful request creation with key request details. 

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2. Requested by me

This module displays all the requests submitted by the currently logged-in user. ​

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  • Users can search requests by Short Description using the search box. 

  • Category and Status can be filtered using their respective dropdown filters. 

  • An Export to Excel option is provided with two modes: 

    • Current View: Exports only the columns currently visible on the screen, as configured in the Edit View Columns settings. 

    • Default View: Exports all available fields, including those not selected in the current view. 

This enables users to efficiently track and export their submitted requests with flexible filtering and reporting options. 

3. Assigned to me

This module displays all the requests that have been assigned to the currently logged-in user. 

  • Includes visual analytics in the form of horizontal bar charts and pie charts to represent the number of requests assigned to the user. 

  • Filtering options are like the Requested by Me module: 

  • Short Description (via search box) 

  • Category and Status (via dropdowns) 

  • An additional dropdown filter is provided for refining results specifically by Priority. 

  • Users can export request data to Excel: 

    • Current View: Exports only the columns currently visible, as configured via the Edit View Columns setting. 

    • Default View: Exports all available fields, including those not currently selected for display. 

 

This module displays all the requests that have been assigned to the currently logged-in user. 

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4. Admin Components

This module includes features that are exclusively accessible to administrators.

When a user logs in with standard (non-admin) access, they can only see the following modules:

  • Create Requests

  • Requested by Me

  • Assigned to Me

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However, when a user logs in with administrator privileges, they gain access to three additional components that are hidden from regular users:

  • All Requests (Dashboard)

  • Settings

  • Report Request

 

These components provide administrators with enhanced visibility, configuration capabilities, and reporting functionality for managing the Helpdesk system more effectively.

4.1 All Requests

This module provides administrators with access to a comprehensive list of all requests logged in the Helpdesk tool.

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  • Visual Analytics: Displays request data using horizontal bar charts and pie charts, offering a clear and immediate overview of request distribution. 

  • Filtering Options: 

    • Period Selector: A dropdown allows users to choose predefined timeframes such as Week to Date, Last Week, Month to Date, Last Month, Last 3 Months, and Year to Date. Based on the selected period, the Start Date and End Date fields auto-adjust and can also be manually updated to fine-tune the results. 

    • Assigned To: A dropdown filter to view requests assigned to specific users. 

    • Short Description: A search bar to filter requests based on keywords in the short description. 

    • Category, Sub Category, Priority, and Status: Dropdown filters for refining the request list based on these parameters. 

  • Excel Export Options: 

    • Current View: Exports only the columns currently visible in the interface, based on the user’s selection in the Edit View Columns setting. 

    • Default View: Exports all request fields, including those not currently displayed. 

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4.2 Settings

The Settings module consists of two sub-components: Page and Category. These are used for administrative configuration.

  • The Page sub-component allows customization of the SharePoint interface, as well as editing the display names of Category and Sub Category.

  • The Category sub-component enables administrators to add or modify existing category entries.

4.2.1 Page

This sub-component allows the administrator to configure SharePoint UI settings. Administrators can choose to show or hide specific SharePoint interface elements such as the O365 navigation bar, Hub navigation bar, Comments section, and Page title. 

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Additionally, this section provides the ability to edit the display names of the Category and Sub Category used throughout the tool. 

4.2.2 Category

This section allows administrators to add, edit, or delete category items within the system. 

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There are two methods to add categories: 

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  • Item: Used to add a single category item. The administrator can either select from existing Category and Sub Category values or create new ones. The corresponding Common Issue and Responsible Person must also be provided (all fields are mandatory). After filling in the details, clicking the Add button and selecting Item will insert the entry into the list. 

  • Bulk Upload: Opens a panel where the administrator can download an Excel template, update it with multiple category items, and import the completed file using the Import Excel button. This enables bulk addition of entries to the Categories and Common Issues lists. 

 

Additionally, a list of existing category items is displayed, which can be filtered by: 

  • Search bar (for Common Issue or Category) 

  • Category dropdown 

 

Selecting an item from the list opens an edit panel, where the administrator can modify or delete the selected category item. 

4.3 Report Request

This module enables administrators to create support requests on behalf of others. For example, if Person A encounters an issue and reports it to the administrator, the administrator can log the request through the Report Request module on their behalf. 

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Required Fields: 

  • Category and Sub Category 

  • Reported By (e.g., Person A – the actual requester) 

  • Reported On (the date the issue was reported to the administrator) 

  • Short Description 

  • Priority 

  • Status 

  • Assigned To 

 

The Assigned To field is auto filled based on the selected Short Description, but the administrator can manually change it to assign the request to a different person as needed. 

Optional Fields: 

  • CC 

  • Detailed Description 

  • Attachments (supporting files or images) 

 

Once all mandatory information is provided, the administrator can submit the request. The request will then be logged under the name specified in the Reported By field and assigned to the person indicated in the Assigned To field. 

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