Help Desk System -
Request Detail
The Request Detail screen is for the Support personnel. It shows the details for only the support requests that match their support username. This screen shows all of the fields in the JDPHelpDesk table. All of the fields on this screen allow editing, except Call ID and Date. The support level person also cannot remove records.
The purpose of this screen is to give the support professional a place to edit all records, if necessary, and reassign the request to another support person. Once reassigned, it will appear in the result list of that support person when he or she logs in.
A similar screen layout is used throughout the Help Desk System. On the Request Detail screen, there is a Search Panel in the upper left, a result list on the lower left and the form to the right. The search panel is used by pulling down the lists, choosing the appropriate element and pressing the search button below it that has a picture of binoculars. Some search elements allow text entry to narrow the search.
The Request Detail screen uses a Result List instead of the tree structure used in the Self Help screen. The result list also let's you quickly sort through query results and load records. Simply double click on a record name in the result list at the left and the record details will populate the form. If no results are returned in to the result list, it means there are no requests currently assigned to that support person.
To edit a record, first double-click it. Then make changes and press Apply. To create a new entry, press the New button, enter the details and press Apply. To remove a record, double-click it in the result list and press Remove. The reset button will undo any changes you've made to a record before pressing Apply.
This screen uses two sub-tabs to organize the fields on the form. The sub-tabs are Employee Detail and Problem Detail. The fields on both sub-tabs represent a single record in the JDPHelpDesk table.
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