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Support System- HelpDesk FAQ

The Office 365 HelpDesk add-in is designed to work efficiently with SharePoint 2013, SharePoint 2016 and SharePoint Online (Office 365).

You can get the add-in from Office app store. You need to be logged in to SharePoint Online site as an admin. To view the step by step instructions for installing the add-in, please review the user manual at https://ignatiuz.com/products/HelpDesk-User-Manual.pdf.

  • You can install HelpDesk add-in by adding the add-in from app store.
  • Go to site content add an add-in and select add-in and install.

HelpDesk(SharePoint Add-ins) system keeps tracks of every support request within an organization.

  • Administrator can add users with predefined role.
  • Administrator can add categories & assign the user to particular category.
  • Administrator can only view all the tickets on dashboard which are submitted/assign to user.

Yes,there can be more than one administrator in the system.

Once user login to system, user can raised the ticket & can resolve the tickets which are submitted by other users.

When administrator adds the category, the particular user is assigned to the category & user will notify through mail with category name.

Administrator assign users category wise in system, only those users can resolve/closed the tickets.

On users dashboard “Submitted by & Assigned to” default filter is given.

To remove the app from the site please follow the below steps:-

  • Login to sharepoint using Administrator account
  • Click on setting icon
  • Go to contents
  • Locate HelpDesk app
  • Click the 3 dots on HelpDesk app – a popup will appear
  • Click on three dots appearing on the pop-up
  • A remove option will appear click on remove and the app will get removed successfully.

Support System- HelpDesk Knowledge

Not able to add users from “User Roles” section.

Enter the email address and select the desired user from the dropdown list.

Once you have installed HelpDesk app on your subsite, you need to grant permission to the users to whom you want to use the app. Now the first question which comes in your mind is:

How should I give permission to the users?
It is not tough, even if you are new to Microsoft office 365 or SharePoint it is very easy to grant permission to the users, once you have installed HelpDesk app by default your role will be of “Administrator”. Now just follow the steps mentioned below:

  1. Go to the site on which you have installed HelpDesk app.
  2. Go to site settings.
permission

Click on “Site Permissions” present under “User and Permissions”.

sitesetting

Click on “Grant Permissions” present under “Permissions”.

office

Enter the email address and select the desired user from the dropdown list.

invite-pepole

Click on “Show Options”.

show-option

Select the permission as ”Edit” or “Contribute” and click on “Share”

contribute

So now after completing above steps you are one step closer to use HelpDesk app.

Once you installed the HelpDesk app at your subsite, by default the app assigns you the role of administrator.

If you deletes yourself as a role of administrator, you will receive an error mentioned below:

helpdesk-add-in

Hence, we advise you never delete the administrator role, unless you have already assign a role of administrator to any other user.

If in the initial stage suppose by mistake you delete the administrator role, and there is no other administrator created, then the only solution is to remove the add-in and reinstall HelpDesk app.

Administrator needs to click on “Users” in left navigation after login to HelpDesk. Click on add button popup will appear then administrator can add user by selecting the role from dropdown.

new user

When administrator adds the category that time user is assigned as shown in below fig.

When other users login to system & want to raised any tickets then the ticket is assigned to the category assigned person.

When the person(Category assigned) is login to system ,person can able to see the assigned tickets & can takes the action(Resolved/Closed) on tickets.

Support System- IT Change Management FAQ

The Office 365 IT Change Management add-in is designed to work efficiently with SharePoint 2013, SharePoint 2016 and SharePoint Online (Office 365).

You can get the add-in from Office app store. You need to be logged in to SharePoint Online site as an admin. To view the step by step instructions for installing the add-in, please review the user manual at https://www.ignatiuz.com/products/IT-Change-Managemnet-User-Manual.pdf.

You can install Office 365 IT Change Management add-in by adding the add-in from app store.

Go to site content add an add-in and select add-in and install.

  • Administrator
  • System Engineer
  • User

An administrator can

  • View Dashboard
  • Assigned User role
  • Add Systems
  • Add Status
  • Add Project
  • Add Outage type

An System engineer can

  • View Dashboard
  • View User role
  • View Users
  • View Projects
  • Add new Events

A user can

  • View Dashboard
  • View Projects

Only System engineers can created the events that will be notified to the assigned person.

Only the administrator can download the app from app store on SharePoint.

Yes, administrator can view all the IT Change Management of an organization.

Yes, there can be more than one administrator in the system.

To remove the app from the site please follow the below steps:-

  • Login to sharepoint using Administrator account
  • Click on setting icon
  • Go to contents
  • Locate IT Change Management app
  • Click the 3 dots on office 365 app – a pop-up will appear
  • Click on three dots appearing on the pop-up
  • A remove option will appear click on remove and the app will get removed successfully.

Support System- IT Change Management Knowledge

Not able to add users from “User Roles” section.

Enter the email address and select the desired user from the dropdown list.

Once you have installed IT Change Management app on your subsite, you need to grant permission to the users to whom you want to use the app.

Now the first question which comes in your mind is:

How should I give permission to the users?
It is not tough, even if you are new to Microsoft office 365 or SharePoint it is very easy to grant permission to the users, once you have installed IT Change Management app by default your role will be of “Administrator”. Now just follow the steps mentioned below:

  1. Go to the site on which you have installed IT Change Management app.
  2. Go to site settings.
permission

Click on “Site Permissions” present under “User and Permissions”.

sitesetting

Click on “Grant Permissions” present under “Permissions”.

office

Enter the email address and select the desired user from the dropdown list.

pepole

Click on “Show Options”.

show-option

Select the permission as ”Edit” or “Contribute” and click on “Share”

contribute

So now after completing above steps you are one step closer to use IT Change Management app.

Once you installed the IT Change Management app at your subsite, by default the app assigns you the role of administrator. If you deletes yourself as a role of administrator, you will receive an error mentioned below:

Add In

Hence, we advise you never delete the administrator role, unless you have already assign a role of administrator to any other user. If in the initial stage suppose by mistake you delete the administrator role, and there is no other administrator created, then the only solution is to remove the add-in and reinstall IT Change Management app.

Administrator needs to click on “Users” in left navigation after login to IT Change Management, Then administrator can add user by selecting the role from dropdown.

admin

Events can be Deployment, Outage & Maintenance. Events can be Added/Updated/Deleted by system engineer as shown in below fig.

events

Support System- Timesheet FAQ’s

The Office 365 Timesheet add-in is designed to work efficiently with SharePoint 2013, SharePoint 2016 and SharePoint Online (Office 365).

You can get the add-in from Office app store. You need to be logged in to SharePoint Online site as an admin. To view the step by step instructions for installing the add-in, please review the user manual at http://ignatiuz.com/products/Timesheet-User-Manual.pdf.

You can install Office 365 Timesheet add-in by adding an

  • Administrator
  • Manager
  • Employee

An administrator can add users, assigned role to user, add Projects and tasks.

  • Manager can add user as employee
  • Manager can assign role to user (Manager or Employee role)
  • Manager can approve/rejects timesheet submitted by employee.
  • Manager can add projects
  • Manager can add projects tasks.
  • Manager can have access to report.
  • Employee can fill new timesheet, save or submit timesheet.
  • Employee can add project tasks.
  • Employee can see view timesheet submitted by him.
  • Employee can have access to report.

If you are an administrator of 365 Timesheet add-in, then you can assign a SharePoint user as manager by using “User Role” from left navigation or you can assign a SharePoint user as employee by using “User” link from left navigation.

If your role is administrator or manager, then you can add/link existing user as employee to a manager by using “User” link given in left navigation. Here you can select employee and select manager.

If your role is administrator or manager, then you can change manager of an existing employee by using “User” link given in left navigation.

Yes, an administrator may be a Manager.

Yes, a rejected timesheet can be modified by submitter.

To remove the app from the site please follow the below steps:-

  • Login to sharepoint using Administrator account
  • Click on setting icon
  • Go to contents
  • Locate office 365 timesheet app
  • Click the 3 dots on office 365 app – a popup will appear
  • Click on three dots appearing on the pop-up
  • A remove option will appear click on remove and the app will get removed successfully.

Only one manager can approve the timesheet of the employee, if there is more than one manager then in that case the last manager which is assigned to the employee will get the authority for approval.

An email notification is sent to manager.

You can install Office 365 Timesheet add-in by going on Site contents.

  • Click on “Add lists,libraries and other apps” option.
  • And search for Office 365 Timesheet and click on “App details”.
  • You will get redirected on new page where “Add IT” button will be visible.
  • Click the button and add the add-in.
  • Employee and a manager who is also an employee of another manager can create their timesheet.
  • Admin can also create its own timesheet but for this admin should have its manager for approving and rejecting the timesheet.

Only the administrator can download the app from app store on SharePoint.

  • Only administrator of the Timesheet can create the User Roles for the application.
  • So it’s very important that Timesheet is used with at least one Administrator.
  • If Administrator is deleted then its cannot be retrieved again and the hierarchy of the site gets disturbed.
  • The associated manager of the employe can see the employe report.
  • The administrator of the add-in can also see all the employee report.

No, only one manager can be associated to the employee for the timesheet approval.

Yes, there can be more than one administrator in the system.

Yes, administrator can view all the timesheet of an organization.

  • To delete the task and Project from the application user first needs to delete all timesheet consisting the same task and projects you want to delete. once all the timesheet is deleted then only the task and project can get deleted from the application.
  • Also if all the timesheet are approved then first you have to reject all the timesheet and then delete the timesheet in order to delete the task or project.
  • As all the associated task and project once used in the timesheet cannot be deleted.
  1. Login with Admin user.
  2. Go to “Admin” section.
  3. Click to “Sharepoint” present under “Admin center”.
  4. Click on “User Profile” present in the left navigation.
  5. Click on Manage User Profile.
  6. Search for the desired user.
  7. Edit the profile.
  8. Check if the work email Id is present or not.
  9. If the user Id is not present please add the ID.

OR

You can check with the settings of user with visibility email address.

  1. Go to User Profile
  2. Edit profile
  3. You will find an option as “People I follow”
  4. Just check that option and save the profile.

Support System- Timesheet Knowledge Base

Not able to add users from “User Roles” or “Employee Manager” section.

Enter the email address and select the desired user from the dropdown list.

Once you have installed Office365 Timesheet app on your subsite, you need to grant permission to the users to whom you want to use the app. Now the first question which comes in your mind is:

How should I give permission to the users?

It is not tough, even if you are new to Microsoft office 365 or SharePoint it is very easy to grant permission to the users, once you have installed Office 365 Timesheet app by default your role will be of “Administrator”. Now just follow the steps mentioned below:

  1. Go to the site on which you have installed Office 365 Timesheet app.
  2. Go to site settings.
permission

Click on “Site Permissions” present under “User and Permissions”.

sitesetting

Click on “Grant Permissions” present under “Permissions”.

office

Enter the email address and select the desired user from the dropdown list.

invite-pepole

Click on “Show Options”.

show-option

Select the permission as ”Edit” or “Contribute” and click on “Share”

contribute

The above steps looks simple and good if you have a small team, but what if the team size is large or in fact huge? Not to worry, the only tweak you have to do is create a group of those users and grant them permission of same “Edit or Contribute” and you are all done.

Steps: –

  1. Go to the site on which you have installed Office 365 Timesheet app.
  2. Go to site settings.
  3. Click on “Site Permissions” present under “User and Permissions”.
  4. Click on “Create Group”.
new-steps
groups

Add users to the group.

people-groups

Go to “Grant Permission”.

new-steps

Enter the name of the group and select from the dropdown list.

name-of-groups

Click on “Show Options”.
Select the permission as ”Edit” or “Contribute” and click on “Share”

permission-edit

So now after completing above steps you are one step closer to use Office 365 Timesheet app.

Once you have installed Office 365 Timesheet app at your subsite, by default the app assigns you the role of administrator.

After creating any other user roles other than administrator, and then you delete yourself (Administrator), you will receive an error mentioned below:

office-timesheet

Hence, we advise you never delete the administrator role, unless you have already assign a role of administrator to any other user.

If in the initial stage suppose by mistake you deletes the administrator role, and there is no there is no other administrator already created, then the only solution is to remove the add-in and re-install Office 365 Timesheet app.

To create “Manager” in timesheet it’s necessary that Administrator should create user role as manager via “User Roles” section.

user-role

Here only Administrator have the authority to add manager.

  1. Login as administrator.
  2. Go on User Role link.
  3. Enter user name.
  4. Select role as “Manager”.
  5. Click on “Save”.

As the manager is now created he\she can add an employee’s form their account.

  1. Login as “Manager”.
  2. Click on “User” link present in the left navigation.
  3. Enter employee name.
  4. Select associated manager for employee.
  5. Click on “Save”.
user

In Office 365 Timesheet app, only those reports can be fetched which are approved or are still in pending for approval state.

report

To generate a report please follow the steps mentioned below.

  1. Click on “Reports” link present in the left navigation.
  2. Select a “Manager”
  3. Select an “Employee”
  4. Select a “Project”
  5. Select a “Project Task”
  6. Select date range “From” and “To”
  7. Click on “Search”

A report according to the selected criteria will appear in the below grid.

A report for the entire year, month and week can also be generated by applying a relevant search criterion.

After generating a report, one can also export the report using the “Export data” link in various forms like (CSV, Excel, PDF).



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