User manual

Phoenix
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User Manual www.RealmCtrl.com
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Figure 43: The Phoenix
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Online Help System
10.3.8. The Help Desk Manager is accessible only to those users who have the
“Technician” privilege set on the Users Tab (see section 9.2). For all other users,
the link will not be visible on the main menu. The Help Desk Manager is a simple
means by which the Media Center staff can track trouble tickets and close them
when they have been serviced, along with some notes regarding the action(s) taken
to resolve the issue. When trouble tickets are closed, all users with “Technician”
rights are copied with an e-mail notification, as is the user who submitted the ticket.
This assumes that all pertinent individuals are saved in Phoenix with an e-mail
address and that the eNotify system is enabled (see sections 9.2 and 9.5).
Figure 44: The Help Desk Manager Page
10.3.9. The Help Ticket Service Page
See above for information regarding this page. For a screenshot, see Figure 45:
The Help Ticket Service Page.