Clicking Campus Tools, Helpdesk, Helpdesk Tools, Administrator Tools Edit Helpdesk Properties, Modify Groups allows you to specify the people and groups who can view and modify the helpdesk itself as well as who can view specific fields on the helpdesk ticket. This screen also displays when the helpdesk system administrator first creates a new helpdesk.
The groups that you can Edit and/or Delete are:
Administrator: This entry specifies the helpdesk administrator.
Worker: This entry specifies the current helpdesk worker(s).
Viewer: This entry defines the helpdesk viewers. Helpdesk viewers are the end users of the CNAV helpdesk system. These are the people who submit helpdesk requests. This may or may not consist of every person with a CNAV account. In most cases, on-campus CNAV users are able to submit helpdesk requests. However, not all institutions choose to allow helpdesk requests from off-campus users such as parents and alumni. Other institutions limit off-campus users to requests that deal with CNAV itself and use of college-provided email accounts. Exactly which users are authorized to submit helpdesk requests must be decided on a case-by-case basis for each helpdesk in accordance with the business practices at your institution.
Default owner: This entry specifies the default owner who is assigned to each new helpdesk ticket if the Owner field is left blank.
Default worker: This entry specifies the default worker who is assigned to each new helpdesk ticket if the Worker field(s) are left blank.
Default submitter: This entry specifies the default submitter who is assigned to each new helpdesk ticket if the Submitter field is left blank.
Default requestor: This entry specifies the default requestor who is assigned to each new helpdesk ticket if the Requestor field is left blank.
Resolution note user: This entry specifies who is allowed to view the ticket resolution note(s). The resolution note(s) explain in plain English how the problem was solved. Note fields are historical. Thus, a new Resolution note does not replace the existing note. Instead, it is added to the historical list of Resolution notes for that ticket.
Technical note user: This entry specifies who is allowed to view the ticket technical note(s). The technical note(s) record any technical procedures for reference by other helpdesk workers in addressing similar problems in the future. Technical notes are also historical.
Private note user: This entry specifies who is allowed to view the ticket private note(s). Private note(s) are used by workers to record information that they do not want the end user to see. Private notes are also historical.
To remove any of these groups, click Delete.
To modify a group specification, click Edit. CNAV will display the Group Chooser screen. Modify the group members as desired using the Chooser, then click Submit. CNAV redisplays the current screen.
After making all desired edits and deletions, click Submit.