IT Help Desk 2.5
Last updated on 2005-12-22

Using This Database - Domino Administrator

Quick Start

Sign the database template with a trusted id.
Create a new database from this template. It should be located on a Domino server.
Edit the Access Control List for the database.
- Give yourself manager access and all Roles.
- Give the Domino server Manager access, and all Roles.
- Give access to users and the "help desk team". Please refer to the table below.
Complete the Database Configuration settings.
- Open the new database, and click the "Work Requests" title in the upper-left (see Figure 1 below).
- Open the "Database Configuration". This option is only visible to users who have the [DatabaseConfig] role. (If you don't see this option, but think you have the correct access, try restarting Lotus Notes.)
- Complete all fields, and click OK.

Recommended settings for the Access Control List (ACL)

ACL Name	Access Level	Roles	Description
-Default-	Author + create documents + replicate or copy documents	none	Customers.
Help desk team	Author + create documents + replicate or copy documents	[HelpDesk]	Members of your help desk. They can view and edit all work requests.
Help desk managers (team leaders)	Author + create documents + replicate or copy documents	[HelpDesk] [DatabaseConfig]	Same as [HelpDesk] users, but they may edit the Database Configuration settings.
Global readers	Reader or higher	[GlobalReader]	By default customers can only view their own work requests. If you'd like a customer to be able to read all documents then grant this role. This allows them to view all documents, but not edit them. It is not necessary to assign this role to members of the [HelpDesk] team. It's a good idea to assign this role to Servers, if you have scheduled agents that interact with this database.

Who can read all documents?
Anyone with the [HelpDesk] or [GlobalReader] role.

Who can edit a document?
Assuming the user has Author access to the Database, they may edit a specific document when:

Their name is in the Customer, or Owner, or Also Notify field.
They are a [HelpDesk] user.

Who can read a document?
Assuming the user has at least Reader access to the Database, they may read a specific document when:

Their name is in the Customer, or Owner, or Also Notify field.
They are a [HelpDesk] user.
They are a [GlobalReader] user.

Database Configuration profile

Defines keywords used on the Work Request form.
Defines who should receive email when new requests are created.
NOTE: Lotus Notes clients will cache these database settings. The cache is refreshed when they completely close, and reopen the database. (settings are on a profile document)

For example, you can define the keyword choices, and the time-stamp format when history is added.

PLEASE NOTE: This new template is not backwards compatible with the old one. You must create a new blank database.
For the original template, go here:
http://www.automatedlogic.com/domblog.nsf/dx/DominoITHelpDesk1

There's also a Help Desk template over at OpenNTF.

Revision History - YYYY-MM-DD

2005-12-23
Version 2.5 posted.
Configuration Dialog Box. The owners and managers fields will now auto-sort by name. Also corrected a scrolling problem in the dialog box.
Fonts. Changed the Forms to use "Default Sans Serif" font instead of "Default MultiLingual". (I like the multilungual font, but it doesn't look good on the Mac.)
Time Stamps. Corrected a problem where the Date Close and Last Action dates were using the PC's clock instead of the Server's clock.
Reopen button. Clicking this button will now refresh the display.

2005-09-02
Version 2.4 posted.
Corrected a bug in the History field. File attachments added to "new history" were lost when appending to the "total history" field.

2005-08-11
Version 2.3 posted.
Added the option "Should all time stamps use the Server's clock?" to the Database Configuration. This is enabled by default. If you disable this option, the time stamp will use the user's clock. These forms were changed: Request, and ColorProfile.

2005-06-22
Original release.

More info

How to Sign the database with a trusted Lotus Notes ID.
Download the "itdeskXX.ntf" template to your local computer. Add it to your "notes/data" folder.
Open the Domino Administrator client. Select file > open server > local. Click on the "files" tab.
Locate the template. Expand the "tools" in the upper-right, and select Database > Sign.

Copyright (C) 2008 Automated Logic Corporation
1150 Roberts Blvd., Kennesaw, Georgia 30144 USA

This program is free software; you can redistribute it and/or
modify it under the terms of the GNU General Public License
as published by the Free Software Foundation; either version 2
of the License, or (at your option) any later version.

This program is distributed in the hope that it will be useful,
but WITHOUT ANY WARRANTY; without even the implied warranty of
MERCHANTABILITY or FITNESS FOR A PARTICULAR PURPOSE. See the
GNU General Public License for more details.

You should have received a copy of the GNU General Public License
along with this program; if not, write to the Free Software
Foundation, Inc., 59 Temple Place - Suite 330, Boston, MA 02111-1307, USA.

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IT Help Desk 2.5Last updated on 2005-12-22

Revision History - YYYY-MM-DD

More info

IT Help Desk 2.5
Last updated on 2005-12-22