Documentation - Using Huru Helpdesk
By default, all logged in Huru users have the authority to create new problems. This right can also be given to anonymous users via the General Configuration.
Selecting the 'Submit new problem' Control Panel option will open a blank problem detail screen that can be used to create a new problem in the system. The fields displayed may be different depending on the authority level of the user, and the configuration of the system.
Most fields are self-explanatory. However, there are some details that need to be kept in mind:
- If the 'Select User' box is shown, the user information for any account selected overwrites any user information given above it.
- Any Contact or Classification information that is not given may be filled in by default values setup in the General Configuration.
- If the Status is set to CLOSED (or the equivalent status defined in the config), a solution to the problem must be entered in the Solution box at the bottom.
- Title and Description are required.
- Leaving 'Assigned To' set to 'Category Default' will assign the problem to the rep configured as the default rep for the selected Category.
- The problem must be saved before it can be printed.
- Notes can be added as the case is created if desired. Also, if the administrator has enabled file attachments, a file can be attached. See Attaching Files article for more information.
Once you are done entering your desired problem data, click the Save button on the button bar to save the problem to the system.