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Work 365 Help

User Guide

Change Record

Version Date Change Reference Author

4.1.0.0 2/3/2014 Release version IOTAP



Table of Contents

1 Introduction .............................................................................................................................................................1

2 DOs and DONTS`s..................................................................................................................................................2

3 Post installation activities/ settings .................................................................................................................3

3.1 Create a Separate site collection/sub-site ....................................................................................................................... 3

3.2 Add an app .................................................................................................................................................................................. 4

3.3 Create ‘Helpdesk Administrators’ group.......................................................................................................................... 4

3.4 Create ‘Agents’ group. ............................................................................................................................................................ 5

3.5 Users and Roles for the app .................................................................................................................................................. 7

3.6 Fill user registration form ....................................................................................................................................................... 8

3.7 Create ‘Automatic Assignment Group’. – deprecated as of version 4.1.0.1 of Work 365 Help ................. 9

3.8 Create request categories and sub-categories ............................................................................................................. 9

3.9 Agent Groups Creation and Assignment ....................................................................................................................... 11

4 Work 365 Help Config....................................................................................................................................... 14

4.1 Steps to navigate to Configuration Items: .................................................................................................................... 14

Configuration items table .............................................................................................................................................................. 14

5 Email Templates................................................................................................................................................... 15

5.1 Steps to edit email templates............................................................................................................................................. 15

5.2 Email template screen ........................................................................................................................................................... 15

5.3 Email template changes to display Ticket ID ............................................................................................................... 16

6 SLA Configuration ............................................................................................................................................... 18

6.1 Business Hours ......................................................................................................................................................................... 18

6.2 Custom SLA`s ............................................................................................................................................................................ 19

7 Request Details .................................................................................................................................................... 20

7.1 Steps to navigate to request details ................................................................................................................................ 20

7.2 Request details screen .......................................................................................................................................................... 20

8 Request History ................................................................................................................................................... 21

8.1 Steps to navigate to Request history .............................................................................................................................. 21

8.2 Request history screen .......................................................................................................................................................... 21

9 Archive Requests ................................................................................................................................................. 22

9.1 Steps to archive requests ..................................................................................................................................................... 22

9.2 Archive Requests Screen ...................................................................................................................................................... 22

9.3 View Archived Requests ....................................................................................................................................................... 23

10 View Requests ...................................................................................................................................................... 24

10.1 Steps ............................................................................................................................................................................................. 24

10.2 View requests screen ............................................................................................................................................................. 24

11 Create new request ............................................................................................................................................ 25

11.1 Steps to create new requests ............................................................................................................................................. 25

11.2 Create new request screen .................................................................................................................................................. 25

12 Edit Requests ........................................................................................................................................................ 26

12.1 Edit request steps .................................................................................................................................................................... 26

13 Knowledge base .................................................................................................................................................. 28

13.1 Creating a knowledge base article during ticket resolution .................................................................................. 28

13.2 Creating a knowledge base article from the settings section ............................................................................... 29

13.3 Manage knowledge base articles ..................................................................................................................................... 29

13.4 Search knowledge base articles ........................................................................................................................................ 30

13.5 Navigate to knowledge base list ....................................................................................................................................... 31

14 Close/Reopen Requests .................................................................................................................................... 32

14.1 Close/Reopen request steps ............................................................................................................................................... 32

15 Add comments ..................................................................................................................................................... 33

16 Reports .................................................................................................................................................................... 34

16.1 Steps to view reports ............................................................................................................................................................. 34

16.2 Reports page ............................................................................................................................................................................. 34

17 Search Requests .................................................................................................................................................. 35

17.1 Search Steps .............................................................................................................................................................................. 35

18 How to buy Work 365 HELP ............................................................................................................................ 36

19 License Management ........................................................................................................................................ 37

20 SharePoint App Update steps ........................................................................................................................ 38

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1 Introduction

Work 365 Help can be used to automate IT, HR and Admin help desk and service monitoring

systems, Work 365 Help comes as a SharePoint hosted app for SharePoint-2013.

Work 365 Help helps the users to create help desk tickets, see all their help tickets on one single

page.

Users can see the resolution history and various comments along with the name of the person who

has added the comments, comment date for the entire ticket lifecycle.

Users also get an email alert when a ticket is created and every HELP there is some action about

the ticket so that they are always informed about their ticket.

Administrators can set SLAs for various request types which ensures accountability and

transparency, Organizations can be professional as they can define email templates and assign

requests/tasks intelligently.

Work hours can be defined for people who will be working on the requests so you can meet

organizational/team SLAs.

This document will guide you step by step how to configure and use the product.

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2 DOs and DONTS`s

Have Work 365 HELP on a separate site collection/sub-site for better permissions

management.

Add categories and sub-categories as per your requirement.

Add business hours as per your requirements (if SLA feature is active).

Ideally have different Help systems for different functions

Don’t make changes to the email template variables.

Avoid making changes to request details and request history sections.

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3 Post installation activities/ settings

All the post installation activities that an administrator has to do after installing Work 365 HELP are

discussed in the below section.

3.1 Create a Separate site collection/sub-site

Create a separate site collection/Sub-Site for Work 365 HELP as all the app users would require

contribute access to use the app.

3.1.1 Create a new site collection

Steps for creating a new site collection are as follows:

Login as an administrator.

Go to Office 365 Admin section.

Click on SharePoint.

Click on new site collection

Give suitable name and URL to the site-collection

Specify other details

Click OK.

Image: Creating a new site collection

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3.1.2 Create a new sub-site

In case site collection is not feasible/allowed a separate sub-site can be created for Work 365 HELP,

Steps to create a sub-site are as follows:

Click on the settings gear ’ ’

Navigate to ‘View all site contents’

Give suitable name and URL to the sub-site

Have unique permissions for the sub-site as marked below.

Click OK.

Image: Creating a new sub-site

3.2 Add an app

Click on the settings gear -> click on site settings-> Click on ‘Site Contents’-> add an

app-> add Work 365 HELP

3.3 Create ‘Helpdesk Administrators’ group.

Create ‘Helpdesk Administrators’ group manually for the app to be functional, given below are the

steps:

Go to native site which has WORK 365 HELP.

Click on the settings gear -> click on site settings-> Click on ‘people and groups’-> click

on new-> Click on new group.

Create a new group with below configurations:

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Image: Creating Group Helpdesk Administrators

Click on the create button.

3.4 Create ‘Agents’ group.

Create ‘Agents’ group manually for the app to be functional, given below are the steps:





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Image: Creating Group Agents


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3.5 Users and Roles for the app

User Role Permissions / Comments

Helpdesk Administrators

Administrators

Manage Helpdesk, Perform

post-installation config

setting and do various post

installation, Assign Tickets,

Create knowledge base

Articles, View

Knowledgebase articles,

Work on Tickets, View

reports.

Contribute/The group has

to be created manually.

Automatic Assignment

Group – deprecated as of

version 4.1.0.1 of Work 365

Help


group members will be

automatically assigned

ticets, In case auto

assignment feature is

enabled, This group will be

sub-set of Helpdesk

Administrators Group. – This

group is now deprecated as

of version 4.1.0.1 of Work

365 Help

Contribute/This Group has

to be manually created.

Agents Group Agents group members will

be automatically assigned

tickets, In case auto


enabled. In case auto


disabled, Agents group will

be assigned the Ticket

instead of the Helpdesk

Administrators group.

Contribute/This Group has

to be manually created.

Ticket Creators/Requestors Create tickets. Contribute/All the

requestors need to have

contribute permissions to

the Work 365 HELP site, A

group name ‘Help

Requestors’ can be created

with contribute permissions.

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3.6 Fill user registration form

Product registration allow us to know more about you!

You need to perform below steps to complete the registration as a one time activity:

Go to the native site which has Work 365 Help.

Click on the Work 365 Help link

Below form will appear

User can download the user guide, visit forums, product page and Iotap Store and contact

support team.

Click on Submit once the form is filled

Work 365 Help home page will now be accessible to you

Note:

User can access Work 365 Help home only if user have filled the registration form.

User guide and other informations related to the product can also be accesed from the

home page of the app by clicking ‘ ’ icon.

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3.7 Create ‘Automatic Assignment Group’. – deprecated as of version

4.1.0.1 of Work 365 Help

Create ‘Automatic Assignment Group’ group manually for the app to be functional, given below are

the steps:





Image: Creating Group Helpdesk Administrators


[Note Automatic assignment group will be a sub-set of help desk administrators group; this group

is required in case SLA feature is enabled]

3.8 Create request categories and sub-categories

Following are the steps to edit/create categories and sub-categories.

3.8.1 Steps to navigate to categories and sub-categories:

Click on the settings gear available on help desk app.

You will find categories and sub-categories under ‘Master Config’ section

Add categories by clicking on the ‘+’ button...

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Image: Create categories

After categories are created, sub-categories can be created.

Add sub-categories by clicking on the ‘+’ button.

Image: Create sub-categories

You are done.

Note:

Work 365 HELP come pre-loaded with dummy categories and sub-categories, Add

categories and sub-categories as per business requirement

Please do not add duplicate Categories/Sub-categories

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3.9 Agent Groups Creation and Assignment

Create a group for a Category/Sub-Category. E.g. IT Email Agents and assign it to the respective

Category/Sub-Category as below:





Image: IT Email Agents Group Creation

Image: Permissions for Group IT Email Agents


Assign the newly created group to the Category/Sub-Category

Click on the settings gear available on help desk app.

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You will find a link ‘Assign Agent Groups’ under ‘Agent Groups Assignment’ section.

Click the link to navigate to the page from where you can do the assignment as below:

Image: Agent Groups Assignment link on Settings page

Select the Category/Sub-Category and the group and click Save.

Image: Agent Assignment Group page

Now, when a ticket is created for this Category-Sub-Category, it will get automatically

assigned to the members of the ‘IT Email Agents’ group.

Note:

The Automatic Assignment flag (Settings Work 365 Help Config) does not control this

Category-Agent group member allocation.

After a group is assigned, click on the settings gear -> click on site settings-> Under

‘Knowledge Base’ section, click on ‘Enable Agent Groups permissions for Knowledge

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Base’(visible if Knowledge Base is enabled), so that the members of this group get

permission to add to Knowledge Base.

Image: Enable Agent Groups permissions for Knowledge Base

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4 Work 365 Help Config

Work 365 Help config contains core settings required for the app to function, it come pre-loaded

with default values, however these can be changed easily if required, the following table will explain

all the configurable items in detail:

4.1 Steps to navigate to Configuration Items:

Click on the settings gear ’ ’available on help desk app.

Navigate to ‘Work 365 Help Config’ under Master Configuration section.

Configuration items table

Item Description Pre-Configured Value

Page Size Determines the number of tickets that can be viewed on a single page. 20

Archive HELPspan(days) Decides tickets to be archived, the attribute indicates no. of days prior to the current date. 30

SLA for Active to Resolved State Duration(hh.mm)

This is a default SLA (hrs.) For requests to move from active to resolved state; Admin can over-ride the default SLA and define category specific SLA in the Custom SLA list. Note: HELP format is hh.mm and cannot be changed. 4

SLA for Resolved to Closed State Duration(hh.mm)

This is a default SLA (hrs.) for requests to move from ‘Resolved’ to ‘Closed’ state; Admin can over-ride the default SLA and define category specific SLA in the Custom SLA list. Note: HELP format is hh.mm and cannot be changed. 4

Active Label These labels are fixed and should not be changed.

Active

Resolved Label Resolved

Closed Label Closed

App Header App header is the header/title of the app. Work 365 Help

Page Size Knowledge Base

This attribute determines the number of knowledgebase items that can be viewed on a single page. 20

Attachment Size (MB) the attribute determines size of each attachment associated with a request in MB`s. 10


Automatic assignment attribute is responsible for automatic routing of tickets, When set to ‘Enabled’ all the tickets will be assigned to people present in ‘Agents’ group in an alphabetical order (round robin fashion). Disabled

SLA When ‘Enabled’; SLA for the tickets are calculated based on SLA active, SLA Closed and Custom SLA list. Disabled

Page Size Knowledge Base Search

This attribute determines the number of items that can be viewed on a knowledge base search page. 20

https://iotapqa-1133df7ce50934.sharepoint.com/sites/IotapQa/Work365Help/_layouts/15/listform.aspx?PageType=4&ListId=%7B4EDDC430%2DD9A8%2D407F%2D8BCE%2D7C6F575D4D65%7D&ID=11&ContentTypeID=0x0100EA513627775C44C8A03E1B2A1D380D9800A136E8ABBD0A8443804B058245564C0B

https://iotapqa-1133df7ce50934.sharepoint.com/sites/IotapQa/Work365Help/_layouts/15/listform.aspx?PageType=4&ListId=%7B4EDDC430%2DD9A8%2D407F%2D8BCE%2D7C6F575D4D65%7D&ID=11&ContentTypeID=0x0100EA513627775C44C8A03E1B2A1D380D9800A136E8ABBD0A8443804B058245564C0B

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5 Email Templates

Work 365 HELP comes with pre-defined notification emails for all the actions that take place in

system.

5.1 Steps to edit email templates


Navigate to email templates

Click on ‘…’ and then click on edit item.

The line item will be available for editing

Make changes to the email body

Click the save button.

5.2 Email template screen

Image: Email templates

Note:

Work 365 HELP does not recognize new email templates, you can only change the existing

email templates.

Email body can be edited carefully, Special care needs to be taken relating to the

attributes marked in ‘[ ]’, make sure that these attributes are not changed. You can

change the other part of the email body as well as signature as per your convenience.

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5.3 Email template changes to display Ticket ID

Make the below changes viz. Remove ‘Helpdesk Administrators’ in the message and add

Ticket ID:[ID] to the email template Email Body column as shown below(highlighted)

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Note:

The above changes to the email template need to be done only after the SharePoint app is

upgraded from the Microsoft store.

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6 SLA Configuration

Work 365 HELP has the following features under SLA Configuration, Note this is only applicable

when the SLA feature is enabled in the Work 365 Help Config.

6.1 Business Hours

Business hours of the company/HELP function can be defined under business hours section, SLA

calculation logic will consider the business hours to determine SLA.

For example Business hours can be defined in the following way:

Image: SLA Masters->Business hours

Click on the ‘+’ button to make new entries.

Note:

Business hours list is required to be filled when the SLA feature is enabled in the Work 365

Help Config

Business hours need to be configured by the administrator, Work 365 HELP does not have

pre-configured business hours also HELP format should be hh.mm explicitly else it would

not be recognized.

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6.2 Custom SLA`s

Default SLA will be set in Work 365 Help config-> Config Hours-> SLA Active duration, SLA close

duration, to create custom SLAs particular category follow the below steps:

6.2.1 SLA configuration

Click on the ‘+’ button to add a new SLA item.

Fill the below SLA form and click on ‘Save’.

SLA: Add new item

Note:

Please define SLAs for active to ‘Resolved’ and ‘Resolved’ to ‘Closed’ states only.

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7 Request Details

All the requests logged into Work 365 HELP will be available under request details list. It is an import

audit feature also the data can be exported to Excel for various reporting and compliance audits

purposes.

7.1 Steps to navigate to request details


Navigate to Request details

7.2 Request details screen

Image: Request details screen

Note:

Admin can create/edit/delete data in the request details list, hence advisable to do such

activities only if required and with caution.

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8 Request History

All the actions relating to all requests will be available in the request history list.

8.1 Steps to navigate to Request history


Navigate to Request history

8.2 Request history screen

Image: Request history screen

Note:

Admin can create/edit/delete data in the request history list, hence advisable to do such activities

only if required and with caution

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9 Archive Requests

Archive request section is used to archive closed tickets as per archival days defined Archive

HELPspan (days)

In the configuration items section. For example if the Archive HELP Span = 30 days then all the

tickets form [today-30 Days], having status closed are the candidates for archival.

9.1 Steps to archive requests


Navigate to archive requests section

Click on the ‘Click here to Archive’ button

All the closed requests will be archived as per the date mentioned below the archived

button.

9.2 Archive Requests Screen

Image: Archive Requests screen

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9.3 View Archived Requests


Navigate to Request details request configuration->Archived requests to see a list view of

archived requests.

Image: Archived Ticket list

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10 View Requests

All the users who have contribute permissions to the native site where the Work 365 HELP app is

added will have permissions to view tickets/Requests. Steps to view requests

10.1 Steps

Navigate to Work 365 Help dashboard

‘My tickets’ tab selected by default.

Following are the filters available to filter requests:

Assigned to Me: This filter when applied will show all the requests assigned to the

current logged in user.

Unassigned: This filter when selected will show all the unassigned requests.

Open Requests: This filter when selected will show all the open requests.

All: This filter when selected will show all the requests irrespective of status.

Over Due: This filter when selected will show all the overdue requests (requests that

have crossed the SLA).

Closed: This filter when selected will show all the closed requests.

Choose a filter and then, all the requests corresponding that filter will appear on the request

dashboard.

10.2 View requests screen

Image: view requests screen

Double click on the request ticket to open the ticket.

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11 Create new request

All the users who have contribute permissions to the native site where the Work 365 HELP app is

added will have permissions to create new tickets/Requests. Users associated with ‘Helpdesk

Administrators’ group will also be able to create tickets. After ticket creation the creator and ‘Help

Desk Administrators’ will get an email notification.

11.1 Steps to create new requests


On the top portion of your screen you will find create new request section... fill in all the

mandatory attributes viz. title,Category,Description,Priority

[Note: Attachment size is defined in the configuration items section, you can upload one or

more attachments; Click the browse button and you will be able to add attachments]

After filling all the attributes, click on the ‘Create Request’ button.

11.2 Create new request screen

Image: New request creation

A notification email will be sent out after ticket creation and the new request will appear

under ‘My Requests’ on the creator`s dashboard as shown :

Image: New ticket appears on the dashboard

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12 Edit Requests

Creator of the ticket has the rights to edit the ticket unless it is actioned (i.e. if the status is

Active-New); creator can only edit following attributes... title,Category,Description,Priority ;

Attachment.

‘Help Desk Administrators’ group will be able to edit all the requests any HELP to change

the status type, assignee and priority of the request.

Comments can be added at any stage of the request by the creator/Helpdesk

Administrators until the request is closed.

Request history can be seen by Creator as well as helpdesk Administrators.

12.1 Edit request steps


Click on any request appearing on the dashboard

A window will pop up, make desired changes to the request like change the status to

resolved or assign it to someone.

Notification email will also be triggered to notify administrators and creator of the request.

12.1.1 Request Dashboard

Image: Request Dashboard

[Note: users not part of ‘Helpdesk Administrators’ group will see my requests, close requests tab]

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12.1.2 Edit Request pop-up

Image: Edit ticket for helpdesk

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13 Knowledge base

Knowledge base articles provide knowledge source to help desk administrators, so that these

Knowledge base articles can be referred by Helpdesk administrators when they encounter similar

requests. Knowledge base articles can be Helpdesk Administrators directly and also during a ticket

resolution, this is further discussed in the following sections.

13.1 Creating a knowledge base article during ticket resolution

Click on any request appearing on the dashboard.

Change the status dropdown to ‘resolved’.

Click on ‘Add Resolution’ button.

Fill in the required attributes viz. Knowledge base title,tags,resolution…

Click on the ‘Save button’

Image: Create a Knowledge base article during request resolution

IOTAP Page 29 of 40

[Note: Check the private checkbox to make KB available to people having access to private folder

in the knowledgebase list]

13.2 Creating a knowledge base article from the settings section


Click on ‘Create Knowledge Base ‘ available under Knowledge Base Configuration

Section.

Click on ‘Add Resolution’ .

Fill in the required attributes viz. Knowledge base title, tags, resolution…

Click on the ‘Crate Knowledge Base’.

Image: Create Knowledge Base article

13.3 Manage knowledge base articles


Click on ‘Manage Knowledge Base ‘ available under Knowledge Base Configuration

Section.

Edit /View desired knowledge base articles.

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Image: Manage Knowledge base articles.

13.4 Search knowledge base articles

Click on knowledgebase search button available on Work 365 Help dashboard.

Click on ‘Knowledge Base search button’.

Type the search topic in the search box for example: ‘Intranet’.

Hit the enter key and all the search results will be displayed below as shown in the below

screen grab.

Image: Shows Knowledge base search button

Image: Knowledge base articles search results page

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13.5 Navigate to knowledge base list


Click on ‘Knowledgebase List ‘ available under Knowledge Base Configuration

Section.

The list will have all the knowledge base articles.

13.5.1 Private folder in Knowledge base articles

Private folder is a special folder available in the knowledge base list, during knowledge base

creation the private check box can be checked to put knowledge base article in this folder.

Articles available in private folder will be only accessible to authorized people and available

in search results accordingly.

Click on ‘…’ next to the private folder, which will open a popup again click on ‘…’ on the

popup to check and add permissions.

Image: Knowledge base ‘private folder’ permissions.

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14 Close/Reopen Requests

Close request is the last step which has to be performed by creator of the request.

14.1 Close/Reopen request steps


Click on a resolved request(which has status-> ‘Resolved-Resolved’)

Click on Accept/Reject to Close/Reopen the request also mention the reason for rejection if

the request is rejected.

Image: My requests on Work 365 Help Dashboard

Image: Close/Reopen Request

[Note once the request is closed it is freezed for editing]

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15 Add comments

Comments can be added by creator or helpdesk administrators until the request is closed. Here are

the steps to add comments to the request.

Click on the request.

Navigate to the comment history section to add new comments.

Click on ‘save’ button.

Image: Comment history screen

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16 Reports

Report section has three reports which are described below:

SLA based performance report: gives performance of each person in the help desk

administrator`s group.

Request count report: Gives count of request status transitions.

Average request distribution report: gives distribution of status changes, total HELP, average

HELP and count required for the request.

16.1 Steps to view reports


Navigate to ‘reports’ section

Click on the ‘reports’ link.

You will then be redirected to report details page where you will be able to see all the

reports.

16.2 Reports page

Image: Reports screen without SLA

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17 Search Requests

Requests can be searched with the help of search box provided in the app dashboard, just type

anything relating to the ticket, press enter and the search results will appear on the dashboard.

17.1 Search Steps


You will see the search box on the ticket dashboard.

Type a search query in the search box and hit ‘enter’ key.

Search results will be displayed on the ticket dashboard.

Image: Search

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18 How to buy Work 365 HELP

There are two modes of buying Work 365 HELP:

1) IOTAP store- Get benefits on pricing and support by buying Work 365 HELP from IOTAP

store, click on the following link to buy from IOTAP:

Buy from IOTAP store

[Note: IOTAP will do license management for apps purchased from IOTAP store]

2) Microsoft app store- to buy from Microsoft app store click on the following link:

Buy from Microsoft Store

[Note: Administrators have to manage licenses manually if the app is purchased from

Microsoft app store]

http://www.iotap.com/add-ons/sharepoint-apps/help-and-service-desk-work-365

https://store.office.com/work-365-help-WA104379165.aspx?assetid=WA104379165

https://store.office.com/work-365-help-WA104379165.aspx?assetid=WA104379165

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19 License Management

In case you buy/try from the Microsoft app store below are the steps to manage licenses:

Click on the settings icon’ ’ from the native site where the app is installed

Go to : site contents

Navigate to Work 365 HELP

Click on ‘…’

Then click on licenses.

Manage License Managers and users as shown below

Image: License Assignment

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20 SharePoint App Update steps

The below steps are to be followed if you already have Work 365 Help application version 4.1.0.0

installed and version 4.1.0.1 is available in the Microsoft store.

Click on the settings icon’ ’ from the native site where the app is installed

Go to : site contents

Navigate to Work 365 Help

Click on ‘…’ and click on ‘ABOUT’

Image: Site Contents App …

You will see the below screen that indicates a new version of the app is available.

Click on ‘GET IT’

Image: App About New Version

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Click on ‘GET IT’ and the below popup is displayed

Image: Update App Trust It

You are redirected to the Site Contents Page where the below information is

displayed for the app

Image: App is being updated

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You can verify that the app is upgraded by clicking on ‘…’ and verifying that the

version has incremented.

Image: Updated app new version

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