CV Helpdesk User Manual

Introduction

• A Helpdesk System for SharePoint (SPFx) is a ticket management solution built using the SharePoint Framework (SPFx) that enables employees to submit, track, and resolve support requests directly within Microsoft SharePoint.

2. User Roles

• The system supports two user roles.
• Admin (Full control) (Manage Systems controls)
• Department Agents (Manage Assigned Tickets department wise)
• Normal User (Create Ticket & Track status)

3. Dashboard

• The Dashboard in CV Helpdesk provides a centralized view of tickets history & recent activities.
• The top navigation menu allows easy access to:
• Dashboard – Overview of all activities
• Tickets – Manage Tickets records
• Settings – Configure Default Email, departments and system behaviour

4. Create Ticket

• The New Ticket feature allows users to create and new ticket in the system.
• Users can access this feature by clicking the “+ New Ticket” button available on the Tickets tab.

5. Tickets

• The Tickets section provides a comprehensive list of all records available in the system. It enables users to view, search, and track details efficiently.
• Users can utilize the search and filtering functionality to quickly find specific records based on (Ticket Id, subject Title, requester name)
• View Ticket details by each user.

6. Settings

• The Settings section in CV Helpdesk allows to configure system behavior, manage email templates, departments & users and general application settings. This section ensures flexibility and customization based on organizational needs.

• 6.1 Email Template

• The Email Template section allows users to manage predefined email formats used for communication with system, users & assigned department users.
• Note: The Notifications feature is enabled through a Microsoft Power Automate solution separately from appsource.
  Departments
• The Departments section helps manage different departments with shared mail box, queue lead & users:
• Add new department: Add new department based on organization requirements with department name, related shared mailbox to communicate with user (must need), queue lead & SharePoint group (If already created, If not system will create automatically once department created)

• 6.3 General Settings

• The General section provides control over system-level configurations:
• Admin – Assign another user as administrator control for system-level configurations
• Ticket Form Fields – Configure & Manage Ticket form fields with visibility & required or not.
• Ticket Grid View Fields – Configure the visibility and Order of fields in the Grid.
• Ticket Export to Excel Fields – Configure the visibility and order of fields in the exported excel file.
• Tabs Taxonomy – Configure the text labels for header navigation tabs.
• Grid View Content Limit – Configure the Page size for grid.
• Ticket ID Prefix – Configure the prefix for Ticket Id.
• Date Format – Configure the date format used throughout the application.
• Flow ID – Enter Flow ID of CV Help Desk – IT New Email Arrive Flow. (Need to configure CV Helpdesk Automate & get flow Id from that)
• Header Configuration – Customize the header section of the application as Header Title, Header Options & Header Title Icon
• Default Webpart Display in Full Screen – Enable or disable full-screen view by default
• Show Solution Version Info– Enable or disable for show solution version at header section
• Show Tenant Info – Enable or disable for show Tenant name at header section

7. System Limitations – Free Version

• The Free Version of CV Helpdesk includes limited functionality.
• The following restrictions apply:
• Maximum 10 Tickets’ entries
• If a user attempts to exceed these limits, the system will display a Premium Upgrade popup.
• The free version provides limited functionality. To use the full feature of this solution, you need to activate or purchase a subscription.