Self-Help Desk Feature: Complete Notes Integration
Domino Directory Integration
When you pick Requestor and Assignee names on Problem Reports and Service Requests, you do so from the standard Domino Directory dialog box. Users can pick names from their personal address books (including a mobile directory catalog), or from any corporate directory on the Domino Server.
If you use a contact manager system to store user or customer names, you can easily configure the Domino Server to treat the database as another address book from which users can pick names.
Notes Mail Integration
Requestors can be alerted via email when the status of their Problem Report or Service Request changes. Users also use Notes mail in these ways:
- A Send Document button on every document and on the Search Results page lets users annotate and forward the results page to any other user.
- A Copy Into action button on Forum and Problem Report/Service Request documents allows help desk personnel to create new Tips and FAQs from the information without rekeying.
- A Send Link action button lets users send a doclink to any document using the standard mail Bookmark form. Help desk workers can use this feature to proactively send out an introduction to the database or point a user to the contents of a particular document rather than rekeying the information in a memo. This helps orient users to the Self-Help Desk database so they can refer to it for other problems they may have.
- Send email to the requestor of a Problem Report/Service Request. The email can be from your personal mail database or can be a "tracked" email, which is stored in the Self-Help Desk database.
Lotus Instant Messaging integration
Self-Help Desk includes the Instant Contacts list on the Home Page and presence awareness is enabled in all forms and views:
Right-click any name with a green square next to it (user is online and active) to start an instant message.
Welcome Page Integration
Users can include a "mini" version of the About document in their Welcome Page:
This "mini" version is designed to fit into the smallest window frame on the Welcome Page. The URL of the page to include in your Welcome Page is "notes://server/database/WelcomePageMenu?openpage".
Bookmark Integration
You can choose to have a bookmark to the Self-Help Database added to users' Bookmark Bar. This happens automatically when the user first opens the Self-Help database. If the user moves the bookmark, a new one is not added.
Database Icon/Bookmark Title Integration
When you define the application title inside the Application Settings, the new name is automatically displayed on the database icon or bookmark.
Subscriptions Integration
Self-Help Desk includes a $Subscription form for use when creating a subscription to the database.
Support for Mobile/Remote Users
Users can create a replica copy of the database on their local hard drives before going on the road and work on the local replica until they are ready to replicate changes.