Logging in to Joomla Administrator.

1. Go to the link http://www.globalgalaxyinfo.com/administrator/index.php 2. username : admin

password : ggifotech Creating New User.

1. In the Joomla menu go to Site

User Manager ( Do not make any changes to the user administrator ).

2. Click new on the top right corner of the web page. 3. Just enter the following details.

a. Name. b. Username. c. Email. d. New Password and Verify Password.

4. Read on the entire manual to know how to configure this user for

Optunus Helpdesk.

General Configuration

General Configuration
The General Configuration screen allows you to set general parameters for the application. The parameters are organized into categories to make them easier to find. Once you have made your desired changes, click the Save button to apply them.

Notifications
Parameters for system email notifications to users, reps and admins.

Notification Sender Name - sender name displayed in notification emails. Reply Address - email address users can reply to when responding to notification messages. Helpdesk Base URL - URL for links that are placed in notification messages. Email address to notify for all new cases - a single email address that will receive notifications of all new cases added to system (leave blank to disable this feature). Notify User on Case Update - sets whether to notify users when cases they entered are updated.

Defaults
Default settings for various fields and functions in system.

Default Priority - sets default priority given to new cases. Pager Priority - sets priority at which a notificaton will be set to the assigned rep's pager address. Default Status - sets default status given to new and reopened cases. Closed Status - defines the selected status level as closed in the system. Closed cases are filtered from most screens and cannot be altered. Default Department - sets the department that will be assigned to cases when a department is not given or the user doesn't have permission to set the department. Default Category - sets the category that will be assigned to cases when a category is not given or the user doesn't have permission to set the category. Default Language - sets default language for new users.

Permissions
Determines level of user authority necessary to use system functions and set form fields. Note that, if a user doesn't have the authority to view a field (see Displayed Fields section below), they will not be able to set it regardless of the permissions set here.

Allow Anonymous Cases - sets whether to allow non-registered users to submit helpdesk cases.
Allow User Select on New Cases - sets whether to provide a drop-down list of system users on the problem entry screen. Knowledgebase View Authority - sets who, if anyone, has rights to search the knowledgebase. Set Department - sets who has permission to set the department field on the detail form. If not set to 'Anyone', there must be a default department configured in the Defaults section above. Set Location - sets who has permission to set the location field on the detail form. Set Phone - sets who has permission to set the phone field on the detail form. Set Category - sets who has permission to set the category field on the detail form. If not set to 'Anyone', there must be a default category configured in the Defaults section above. Set Status - sets who has permission to set the status field on the detail form. If not set to 'Anyone', there must be a default status configured in the Defaults section above. Set Priority - sets who has permission to set the priority field on the detail form. If not set to 'Anyone', there must be a default priority configured in the Defaults section above. Set Rep - sets who has permission to set the assigned rep field on the detail form. If a user doesn't have permission to set this field, a default will be chose based upon the problem category. Set Time Spent - sets who has permission to set the time spent field on the detail form.

Displayed Fields
Determines which functions and fields are visible to which users on forms and views. Note that, if a user doesn't have the authority to view a field, they will not be able to set it regardless of the permissions set in the Permissions section above.

Show Department To - sets user level necessary to see the department field on the detail form. If not set to 'Anyone', there must be a default department configured in the Defaults section above. Show Location To - sets user level necessary to see the location field on the detail form. Show Phone To - sets user level necessary to see the phone field on the detail form. Show Category To - sets user level necessary to see the category field on the detail form. If not set to 'Anyone', there must be a default category configured in the Defaults section above. Show Status To - sets user level necessary to see the status field on the detail form. If not set to 'Anyone', there must be a default status configured in the Defaults section above. Show Priority To - sets user level necessary to see the priority field on the detail form. If not set to 'Anyone', there must be a default priority configured in the Defaults section above. Show Rep To - sets user level necessary to see the assigned rep field on the detail form. Show Time Spent To - sets user level necessary to see the time spent field on the detail form.

File Attachments
Permissions and settings for attaching files to case notes. Note that the file upload feature can be affected by the settings in the php.ini file. See File Upload vs. php.ini for further information.

Allow File Attachments to Cases - sets what level of user has the authority to attach files to case notes. Set to 'Disable' to disable this feature. Allowed Attachment Extensions - a comma separated list of allowed file extensions. Each extension must be preceded by a period. Example: .jpg,.png,.txt Maximum Attachment Size - the maximum size, in bytes, of an attachment file. The Optunus Helpdesk maximum is 16,777,215 bytes (MySQL MBLOB datatype). PHP may be configured for more or less on the server based upon the settings in the php.ini file. See File Upload vs. php.ini for further information. Allow attachment download - sets what level of user has the authority to download attachments made to case notes. Auto-purge old attachments after - sets the number of days after which attachments will be automatically purged from the system. Attachment age is defined strictly by the date of upload, not the date the case was opened or most recently updated. Set this value to 0 to disable auto-purging of attachments.

The Departments screen allows you to create departments to which users, and cases, will later be assigned. Click the New button to create a new department. Click on the Department Name to edit the department.

Documentation - Configuration The Users screen allows you to add users to Optunus Helpdesk and define what rights they have within the application. After the initial installation, there will be no Optunus users. To add users to Optunus, you have to sync the Optunus users with your Joomla! site users. Click the Sync Joomla! Users button on the right to sync the Optunus users table with the Joomla! users table importing accounts into Optunus as necessary. No Joomla! user accounts will be altered. All imported users default to having no access rights in Optunus.

Click the Full Name of the user to edit the user details Editing User Details Because Optunus is integrated into the Joomla! user system, the users name and email information is managed via the Joomla! User Manager. You can click the Edit button above the Joomla! user information to edit these details. Fill out the desired information for the Optunus user and click Save. Details Most of the user details are self-explanatory. However, a few need a bit of clarification: Pager Address an email address to a text messaging device that will receive messages if an emergency case is assigned to this rep. Department a drop-down list of configured departments. If no departments have been configured, the list will be blank. User allows the user access to the Optunus Helpdesk application Rep defines the user as a support rep/technician in Optunus. Reps can be assigned cases and are able to view and edit most open cases in the system. Administrator defines the user as a Optunus administrator, allowing them to view and edit any reports in the system. Optunus administrators also have the right to administer the Optunus back-end configuration if they are configured for back-end access in Joomla! Note that all Joomla! Super Administrators are automatically Optunus administrators. View Reports allows the user to view the reports screen and generate reports.

Documentation - Configuration The Categories screen allows you to define the categories that problems will be assigned to, and the default support rep that will get cases in each category.

Click the New button to create a new problem category. Click on the Category Name to edit the category.

Edit/enter the name of the category. Select the default rep to be assigned to any new cases in the category. Click the Save button to apply your changes.
Priorities

The Priorities screen allows you to define the priorities that can be assigned to each case. The Optunus installation sets up several default priorities that you can add to, edit, or delete as necessary.

Click the New button to create a new priority.

Email Message Text (optional)

The Email Messages screen allows you to edit the text of the notification email messages that are sent to reps and users as cases are created and updated.

Click the Edit... link to change the text of the corresponding message.

Edit the subject and body text of the message as necessary. You can use any of the listed substitutions to place specific case data in the body of the message. Click Save to apply your changes.
Add a Menu Link

To create a menu link so that front-end users can access Optunus: 1) From within Joomla! administration, select your menu and create a new menu item.

2) In the "Select Menu Item Type" list, select Optunus Helpdesk --> CPanel -> Default Layout.

3) Set the rest of your menu details, including the Title and Access Level as desired. 4) Click Save.
The Control Panel

Documentation - Using Optunus Helpdesk The Control Panel is the main menu that all Optunus users use to access the system. The options available on the Control Panel will vary based upon the authority level of the user and the way the administrator has configured the system (see sample screen shots below). Control Panel Options Control Panel Options
Submit new problem View submitted problems

Anonymous

Users

Reps

Admins

Function

User can add a new case to the system Lists all problems submitted by the logged in user (open and closed)

View assigned problems

Lists open problems assigned to logged in rep/admin Lists all open problems in the system Lists open problems assigned to the selected rep/admin Lists problems with activity (status change or notes added) within the last X days Shows detail of problem # entered Deletes problem # entered Allows searching of all problems in the system and will show all problem detail Allows searching of problems in system marked as knowledgebase problems Shows list of users/reps/admins in system and whether they are currently logged in or not Allows user to edit their helpdesk contact information

View all open problems

View open problems assigned to... View all problems from last X days

View problem #

X X

Delete problem # Search problems

Search the knowledgebase

View In/Out Board

Edit your contact information

Reports

? X = Default option

Allows user to run system reports

? = Configurable option

Default control panel for userlevel user

Default control panel for administrator

The List View

Documentation - Using Optunus Helpdesk The List View is the main working view of the system. There are several different list views which show different subsets of problems in the system based upon the option selected in the Control Panel. The type of list currently being displayed is shown on the top-left of the list. Although the problems shown are different, the functions of the list view itself are the same. On most views, the list displays the title of the problem, the user that first entered the problem, the rep assigned to the problem, the date the problem was entered, the date the problem was last updated, the current priority setting of the problem, and the problem's status. Some of these columns may not be shown for certain lists or certain types of users.

Displayed at the very top of the list is the total number of problems found that fit the specific list being shown. To view the detail of a problem, simply click on the title of the problem you wish to see. The ^ or v next to a column heading indicates that the list is currently being sorted by that column - the ^ indicates accending, while v indicates decending. To change the order the list is sorted by, click the column heading you wish to sort by. The button bar at the top-right allows you to refresh the list (in case problems were added or changed since you first opened the list), print the list out in a print-friendly format, go back to the Control Panel, or enter a new problem into the system. Note that the print function will print a complete list of problems (without pagination) no matter the setting of the Display # box below the list. At the bottom of the list you can navigate pages to view more problems in the list, or change the setting to display more problems on a single page.

Entering a new problem

Documentation - Using Optunus Helpdesk

By default, all logged in Optunus users have the authority to create new problems. This right can also be given to anonymous users via the General
Configuration.

Selecting the 'Submit new problem' Control Panel option will open a blank problem detail screen that can be used to create a new problem in the system. The fields displayed may be different depending on the authority level of the user, and the configuration of the system.

Default new problem form for admin-level user Most fields are self-explanatory. However, there are some details that need to be kept in mind: y If the 'Select User' box is shown, the user information for any account selected overwrites any user information given above it. y Any Contact or Classification information that is not given may be filled in by default values setup in the General Configuration.

y If the Status is set to CLOSED (or the equivalent status defined in the

config), a solution to the problem must be entered in the Solution box at the bottom. y Title and Description are required. y Leaving 'Assigned To' set to 'Category Default' will assign the problem to the rep configured as the default rep for the selected Category. y The problem must be saved before it can be printed. y Notes can be added as the case is created if desired. Also, if the administrator has enabled file attachments, a file can be attached. See Attaching Files article for more information. Once you are done entering your desired problem data, click the Save button on the button bar to save the problem to the system.

Problem Detail

Documentation - Using Optunus Helpdesk By default, all Optunus users have the authority to view problems they entered into the system. Rep and admin-level users can also see other problems in the system. The detail information about existing problems can be viewed by clicking the problem title on one of the list views, or by using the 'View Problem #' Control Panel option. Note that the fields displayed and enabled may be different depending on the authority level of the user, and the configuration of the system.

Default problem detail for admin-level user Most fields are self-explanatory. However, there are some details that need to be kept in mind:

y If the Status is set to CLOSED (or the equivalent status defined in the

config), a solution to the problem must be entered in the Solution box at the bottom. y Title and Description are required. y The problem must be saved before changes can be printed. y Notes can be added as desired. y If the administrator has enabled file attachments, a file can be attached. See Attaching Files article for more information. y Any note shown that is marked as 'Private' is only displayed to rep and admin-level users y To mark a note private, check the 'Hide new note from end user' box under the note you are adding. y The IP address of the person responsible for the addition of a note is recorded by the system and displayed with the note. The address is only displayed for re and admin-level users. y Multiple problem notes are displayed in chronological order. y Optunus does not lock the problem record in any way. This means that two users could, potentially, have the same problem open at the same time. If they both save the problem, the problem detail information saved last will overwrite the data saved first. Because they are save independent of the problem record, all notes will be saved. Once you are done entering your desired problem data, click the Save button on the button bar to save the problem to the system. To cancel your changes before they are saved, click the Close button on the button bar.
The image cannot be displayed. Your computer may not have enough me

Adding problem notes

Documentation - Using Optunus Helpdesk Adding notes to problems is the primary way of tracking the status of problems and keeping rack of attempted solutions and other details. By default, the user who entered a problem, as well as rep and admin-level users have the ability add notes to cases. Several types of notes are automatically added to problems by the system as they are worked with. For example, when the status of a case is changed, a note is added showing the old and new statuses. The same is true for other Classification information located at the top of the problem detail screen. To manually add a note to a problem, simply enter the text of your note in the Enter Additional Notes box on the problem detail form, and save the problem.

Rep and admin-level users have the additional option of making a note private from the end user. Notes marked as private will only be visible to other rep and admin-level users. If the system is configured to allow file attachements to cases, you can upload and attach a file by clicking on the Browse button and navigating to the file you wish to attach. The administrator will likely have placed restrictions on the type and size of attachments. See the Attaching Files article for more information on this topic
The image cannot be displayed. Your computer may not have enough me

Attaching Files

Documentation - Using Optunus Helpdesk This feature is disabled by default and must be enabled by an administrator via the General Configuration. Optunus Helpdesk can be configured to allow users to attach files to problems. If this feature is configured, you can attach files from within the problem detail screen. Files are actually attached to notes, allowing multiple attachments to be made throughout the life of a problem. To attach a file, first enter a description of the file into the Enter Additional Notes box. Once a description is entered, click the Browse button below the box and navigate to the file you wish to upload.

Once you have selected your file, its path and name will appear in the 'Attach file to note' box. Simple save the problem to upload the file and attach it to the problem. Note: For security reasons, it is likely that the administrator will have configured restrictions on the type of file that can be uploaded, as well as its size. If these restrictions are violated, the note text you entered will be saved, but your file will not be attached. You will also receive an error

message stating "Error saving attachment" followed by the reason the attachment was denied.
The image cannot be displayed. Your computer may not have enough me

Closing a problem

Documentation - Using Optunus Helpdesk By default, closing a case can be done by any user that has access to the case (the originator, reps and admins). Once a problem has been closed, it can (by default) only be reopened by an admin. See the Re-opening a problem article for more info. Closing a case is a two-step process. First, the status of the case must be set to the "system closed status", which, by default, is called 'CLOSED'.

Next, you must enter a solution to the problem in the Solution box at the bottom of the problem detail screen.

Once the status has been set to closed, and a solution has been entered, Save the case to close it
The image cannot be displayed. Your computer may not have enough me

Re-opening a problem

Documentation - Using Optunus Helpdesk By default, only admin-level users have the authority to re-open problems.

To reopen a problem, first you must view the problem detail. This can be achieved by using the Control Panel 'Search problems' or 'View Problem #' options. Once the problem detail screen for the problem you desire to re-open is displayed, simply click on the Reopen button on the button bar.

This will immediately re-open the problem and set its status to New. A note will also be added to the problem indicating the change
The image cannot be displayed. Your computer may not have enough me

Delete a problem

Documentation - Using Optunus Helpdesk By default, only an admin-level user has the authority to delete a problem from the system. Once a problem is deleted, it cannot be recovered. To delete a problem, you must know the ID # of the problem. The problem ID# can be found at the top of the problem detail screen.

Once you have the number of the case you want to delete, go back to the Control Panel. Enter the number in

the Delete Problem # field and click the Delete button. A pop-up window will ask you to confirm that you really want to delete the requested problem from the system. Click OK to delete the problem, or Cancel to go back to the Control Panel without deleting the problem. Once a problem is deleted, it cannot be recovered.

The image cannot be displayed. Your computer may not have enough me

Adding a problem to the knowledgebase

Documentation - Using Optunus Helpdesk By default, only rep and admin-level users have the ability to add a problem to the knowledgebase. To add a problem to the knowledgebase, check the Enter in Knowledgebase box at the bottom of the problem detail screen.

This can be done anytime in the life of the case (if the case is already closed, it must be reopened in order to add it to the knowledgebase.) Once the checkbox is checked, simply Save the case to add it to the knowledgebase. It will now be visible to anyone that searches the knowledgebase
The image cannot be displayed. Your computer may not have enough me

Searching problems

Documentation - Using Optunus Helpdesk By default, only admin-level users have the authority to search all problems in the system. You can search all the problems in the database by clicking the 'Search problems' link on the Control Panel. The Search screen will be displayed.

You can set your search criteria however you want to limit the problems that will be returned. Some notes about the search criteria: y To return a list of all the problems in the system (with the given date range), leave all the search blank. y All text strings are case INsensistive. y The 'User Name' and 'View Problem #' fields are exact match fields, meaning that they will only find records that match the entered text exactly. y The start date of the search defaults to one year prior to the current date. y The 'Search Text' field is a substring search, meaning an entry of 'print' will find 'print', 'printing', 'printer', 'printed', etc. Once you have entered your search criteria, click the Search button on the button bar to run your query. You will sent to a list view of your results. This list view is just like other list views in the system, with the exception of the 'New Search' button. This button will return you to the Search screen to do another search.

The image cannot be displayed. Your computer may not have enough me

Searching the knowledgebase

Documentation - Using Optunus Helpdesk By default, only Optunus user-level users and above have the authority to search the knowledgebase.

You can search the knowledgebase by clicking the 'Search the knowledgebase' link on the Control Panel. The Search screen will be displayed.

Some notes about the search criteria: y To return a list of all the problems in the knowledgebase, leave the search text blank. y The 'Search Text' is case INsensistive. y The 'Search Text' field is a substring search, meaning an entry of 'print' will find 'print', 'printing', 'printer', 'printed', etc. y The knowledgebase search will find all problems in the system, that match your search text, no matter their current status (open or closed). Once you have entered your search text, click the Search button on the button bar to run your query. You will sent to a list view of your results. This list view is just like other list views in the system, with the exception of the 'New Search' button. This button will return you to the Search screen to do another search. In the list view, you can click on the title of a problem to view its details. Note that when you are viewing problem details as the result of a knowledgebase search, you will not be shown the problem contact or classification information. This is by design so that these details are kept private even if the knowledgebase search is enabled for general use.

The image cannot be displayed. Your computer may not have enough me

View Reports

Documentation - Using Optunus Helpdesk By default, no users have the authority to view reports. This authority is given to each Optunus user account seperately via the 'View Report' setting in the Edit User config screen. Clicking the 'Reports' Control Panel option will bring you to the report criteria screen, where you can choose what type of report you wish to run, and the date range you wish to run it for.

Once you have selected your report and set the desired date range, click the 'View' button on the button bar to run the report. The three reports currently available break down the problems in the system by department, by category, and by the currently assigned support rep.

The reports are fairly self-explanatory. The report system uses the Google Charts API to graph the data. Therefore client system must have access to Google for the charts to appear.

The image cannot be displayed. Your computer may not have enough me

The In/Out Board

Documentation - Using Optunus Helpdesk

By default, only rep and admin-level users have the authority to view the In/Out Board. The 'View In/Out Board' Control Panel option shows the current Joomla login status of Optunus users.

By default, the board only shows the login status of reps and admins. Clicking the 'Show All' button will display the status of all Optunus users. Which list is currently displayed is shown at the top-left of the list.

The image cannot be displayed. Your computer may not have enough me

Editing your contact information

Documentation - Using Optunus Helpdesk By default, all logged in Optunus users have the authority to edit their contact information. The 'Edit your contact information' Control Panel option allows you to change the information related to your Optunus Helpdesk account.

From this screen, you can change your phone numbers, pager address, location, department and the language that Optunus is displayed to you in.

Once you have made the desired changes, click the Save button on the buton bar. Because Optunus leverages your Joomla account, some of your acount information must be changed via Joomla. To change your account display name, password or email address, all of which are part of your Joomla account, click the Edit button next to the 'Joomla! user information' heading.
The image cannot be displayed. Your computer may not have enough me

User Types

Documentation - Using Optunus Helpdesk As far as Optunus Helpdesk is concerned, there are four different types or levels of users. All users, except anonymous users, must be logged into the Joomla site with a valid Joomla account. Ecepting this requirement, the four Optunus Helpdesk user types are completely independent of Joomla user levels. Each of the four user types will have different default Control Panel they will use to access the helpdesk and/or knowledgebase. They will also, by default, have different features available to them on the problem detail form. Anonymous users Anonymous users are people who haven't logged into the Joomla site, or that have logged in but whose accounts are not configured as Optunus Helpdesk users. If the administrator has configured Optunus for anonymous use, then these users will be given the option of submitting a new problem, or looking up a problem that they previously submitted. In order to view a previously submitted problem, an anonymous user must enter the email address they submitted the problem under as verification. This prevents users from entering arbitrary problem IDs. Users User-level users are those that have logged into the Joomla site and whose Joomla accounts have been configured as Optunus Helpdesk users. Because they are not anonymous, by default these users have more options than anonymous users. Along with being able to submit new problems, they can view a list of problems they have submitted in the past. Reps Reps are the technicians or case managers that can work with problems in the system. By default, reps can work with any open case in the system by adding notes, setting the case priority and status, and they closing cases. Admins Admins can do anything in the system that is enabled in the configuration. They can not only work with cases, like reps, but they can search the system for cases, delete cases from the system, and view recent system activity.

Default control panel for administrator