Manage access to the Helpdesk

#Overview

From the projects console, you can manage who has the rights to open new requests on the Helpdesk.

The Help Desk is handled using another tool called JIRA Service Desk, managed from the projects console.

Helpdesk access is given per project.

Helpdesk access is made for each user by creating a separate account (the authentification is not shared with the Portal).

The project manager from the customer and system Integrator can both add and remove access to project support for the contacts of their company.

#Access the support in the projects console

  1. From the menu, go to Projects console / Projects and select your project.
  2. Open the Helpdesk tab
  3. On the Request sub-tab, you can see the information about your Jira Organization and the list of opened issues.
  4. To open the full issues list, click Open requests list in Jira.
  5. To open a new issue, click Open new request once the access given.

Support request tab

Note that only the last issues are displayed on the projects console.

#Add an access

Go to the User Access tab to see the list of contacts with support access.

  1. Click on the Add contact button
  2. Select a contact. The list contains the active contacts from your company with the profile Console User.
  3. Click on Add Contact access button to validate the creation.

Please wait a few moments for the change to be effective. The status will change from Pending activation to Activated once done.

Then the contact will receive a mail in order to activate his account on the Help Desk if he does not have one yet.

Add contact form

From the Project console, it is not possible to know if the user has activated the access when he received the new user account email.

#Remove an access

  1. Go to the User Access tab to see the list of contacts with support access.
  2. On the line of the user you want to remove the access, click on the Trash bin icon that appears on hover.

Please wait a few moments for the change to be effective. The status will be first in Pending deletion. Once done, the user will be removed from the list.

Support contact list deletion

#Get the log of the access changes

  1. From the menu, go to Projects console / Projects and select your project.
  2. Open the Helpdesk tab
  3. On the Activity Log sub-tab, you can see the history of all the access changes.

Activity log subtab


Be curious! Take a look at these related articles