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Customer Training DeskCenter Professional 2008
Date: 02.06.2008 - 14:50
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DeskCenter .WEB
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With DeskCenter® .WEB, the DeskCenter® Management Suite offers you a powerful web frontend for the helpdesk module. Thereby, all functions of the helpdesk are available to all end users and helpdesk users of your organization. Helpdesk tickets can be created, solutions can be searched in the Knowledge Base and the inventoried computer data can be displayed. The user’s login can take place by Windows authentication or manually.
DeskCenter® .WEB is based on modern Microsoft NET 2.0 technologies.
System Data
If a remote access to the inventoried data is required, the Management Suite provides a web view in the browser.
All detected systems are sorted in a tree structure according to groups or domains. For each system, all hardware and software data as well as the attached asset data are displayed.
With the help of our search tools, systems can be found very fast. Furthermore, the right system integrated in the DeskCenter® Management Suite offers you the possibility to manage the user access rights. Therewith, only users that have the necessary rights can access the data.
Creating Tickets
DeskCenter® .WEB offers two possibilities to create helpdesk tickets. Users can create own tickets in the web and access their history. The First Level Support can create tickets using the web interface for any user or system. Thereby, it can access all data that are available in the ticket system of the DeskCenter System Manager. According to the ticket status, tickets are color-coded in the overview.
Knowledge Base
In the DeskCenter® System Manager, solutions to well known problems can also be saved using the Knowledge Base. Using the web interface, all end users and helpdesk users can access the ticket’s solution in the Knowledge Base. Thereby, all articles are displayed in a tree structure and can be chosen directly with the search function. The search function works like many web search engines. Thereby, solutions can be found fast and directly.
You can decide at any time, which solution should be published in the web application. Of course, the import of data into the Knowledge Base is always possible.