JDesignerPro by BulletProof Help Desk System - Self Help


The Self Help area displays closed support requests from past users. It is made for Employees and support personnel alike to search for the solution to a problem that may have already been solved.

A similar screen layout is used throughout the Help Desk System. On the Self Help screen, there is a Search Panel in the upper left, a Tree Structure 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.

This screen uses two sub-tabs to organize the fields on the form. The sub-tabs are Problem Detail and Solution Detail. The fields on both sub-tabs represent a single record in the JDPHelpDesk table.

The Self Help screen uses the Tree Structure that is part of the JDesignerPro builder. It is a powerful way to quickly, visually sort through query results and load records.

To check if your problem has been solved in the past, simply choose one of the problem types, like Software, from the search pull-down in the upper left corner. Then press the Search button. The Help Desk System will search for all the problems based on the problem type and populate the tree. Then click on the plus sign in the tree to reveal the matching problems. Click on any of the record branches to see its details in the form.

None of the fields on the Self Help screen allow editing. This screen purposely masks the name and details of the person who originally made the request, to protect privacy. Only support requests that have a Status of "Closed" will appear here.


Copyright 1996-1998 BulletProof Corporation
http://www.bulletproof.com