Documentation - Using Huru Helpdesk
By default, all Huru users have the authority to view problems they entered into the system. Rep and admin-level users can also see other problems in the system.
The detail information about existing problems can be viewed by clicking the problem title on one of the list views, or by using the 'View Problem #' Control Panel option. Note that the fields displayed and enabled 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 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.
- The problem must be saved before changes can be printed.
- Notes can be added as desired.
- If the administrator has enabled file attachments, a file can be attached. See Attaching Files article for more information.
- Any note shown that is marked as 'Private' is only displayed to rep and admin-level users
- To mark a note private, check the 'Hide new note from end user' box under the note you are adding.
- The IP address of the person responsible for the addition of a note is recorded by the system and displayed with the note. The address is only displayed for re and admin-level users.
- Multiple problem notes are displayed in chronological order.
- Huru does not lock the problem record in any way. This means that two users could, potentially, have the same problem open at the same time. If they both save the problem, the problem detail information saved last will overwrite the data saved first. Because they are save independent of the problem record, all notes will be saved.
Once you are done entering your desired problem data, click the Save button on the button bar to save the problem to the system.
To cancel your changes before they are saved, click the Close button on the button bar.