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Support System- HelpDesk FAQ

What are the system requirements for using HelpDesk add-in?

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

How can I install HelpDesk add-in on SharePoint online?

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.

How can I install HelpDesk add-in on SharePoint server?

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.

Why we need to use HelpDesk add-in?

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

What are the user roles available?

Administrator
User

What Privileges does the administrator have?

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.

Can more than one person be administrator?

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

What Privileges does the User have?

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

Can more than one categories assigned to same user?

Yes

How can user identify which role is assign to itself?

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

How can I resolve ticket?

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

How can user identify which tickets are assign to user or submitted by user?

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

Can user modify the ticket details after submission?

Yes

How can we remove the app from office 365?

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

How to grant permission to users?

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:

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

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

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

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

Click on “Show Options”.

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

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

What if I delete myself from administrator role?

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:

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.

How to assign users with their roles into HelpDesk?

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.

How the ticket is assigned?

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

What are the system requirements for using IT Change Management add-in?

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

How can I install Office 365 IT Change Management add-in on SharePoint online?

How can I install Office 365 IT Change Management add-in on SharePoint server?

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.

What are the user roles available?

Administrator
System Engineer
User

What privileges does the administrator have?

An administrator can

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

What privileges does the System Engineers have?

An System engineer can

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

What privileges does User have?

A user can

View Dashboard
View Projects

Who all can create an events?

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

Who can download the app?

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

Do we need to be an administrator to view all the IT Change Management of the organization?

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

Can more than one person be administrator?

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

How can we remove the app from office 365?

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

How to grant permission to users?

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:

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

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

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

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

Click on “Show Options”.

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

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

What if I delete myself from administrator role?

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:

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.

How to assign users with their roles into IT Change Management?

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.

How can events are stored in IT Change Management?

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

Support System- Timesheet FAQ’s

What are the system requirements for using Office 365 Timesheet add-in?

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

How can I install Office 365 Timesheet add-in on SharePoint online?

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.

What are the user roles available?

Administrator
Manager
Employee

What privileges does the administrator have?

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

What privileges does a manager have?

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.

What privileges does an employee have?

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.

How can I assign a SharePoint user as manager or employee?

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.

How can I link an existing user to a manager?

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.

How can I change manager of an existing employee?

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

Can an administrator be a Manager?

Yes, an administrator may be a Manager.

Can I modify a rejected timesheet?

Yes, a rejected timesheet can be modified by submitter.

How can we remove the app from office 365?

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.

How many managers can approve the timesheet for the employees?

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.

How a Manager be notified if employee submits a timesheet?

An email notification is sent to manager.

How can I install Office 365 Timesheet add-in on SharePoint server?

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.

Who all can create the timesheet?

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.

Who can download the app?

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

Who all can create the User roles in Timesheet?

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.

Who all can see the employee reports?

The associated manager of the employe can see the employe report.
The administrator of the add-in can also see all the employee report.

Can we have Alternative managers of an employe ?

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

Can more than one person be administrator?

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

Do we need to be an administrator to view all the timesheets for the organization?

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

How can we delete the task or project of the System?

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.

If you found the email address null?

Login with Admin user.
Go to “Admin” section.
Click to “Sharepoint” present under “Admin center”.
Click on “User Profile” present in the left navigation.
Click on Manage User Profile.
Search for the desired user.
Edit the profile.
Check if the work email Id is present or not.
If the user Id is not present please add the ID.

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

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

How to update the version of the app ?

To Update the App version.

Login to your SharePoint site.
Open the site where SharePoint add-ins are installed and navigate to Site Contents.
Find the Sharepoint add-ins which needs to be updated. Ex. “Office 365 Timesheet”.
Hover on the app and click on the 3 dots to get the options
Click on Details option.
The message and “Get It” button will appear if new version of app is available.
Click on the “Get It” button.
Now a pop-up will appear for confirmation, click on “Trust It” button in the pop-up.
Wait for sometime to update the app. It might take few mins to update.
Wait a few moments and refresh the page. You will see that the App is updated.

Support System- Timesheet Knowledge Base

How To Grant Permission To The Users Or Group

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:

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

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

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

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

Click on “Show Options”.

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

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: –

Go to the site on which you have installed Office 365 Timesheet app.
Go to site settings.
Click on “Site Permissions” present under “User and Permissions”.
Click on “Create Group”.

Add users to the group.

Go to “Grant Permission”.

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

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

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

What if I delete myself from administrator role?

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:

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.