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Basic concepts - Business entities

Basic concepts used in HelpMaster - the business entities

The following main entities types are used to describe and work within your business environment.  The main entities that HelpMaster uses are :

Clients

 Clients are people.  They are the people that use your business as a service, and they are also the people who provide that service - the people that work for your company's helpdesk or service desk.  HelpMaster has been designed with the definition that a client represents a physical person - not a company, or a site.  

Each job that is logged within HelpMaster is associated with at least one client.   Multiple clients can be linked to each job.

 

Staff members / Skillgroups

When a client is designated as a "Staff" type, this means that they become a queue holder within HelpMaster.  In other words, they are a staff member that works in your organization to provide support to your clients.  Staff can logon to HelpMaster and log, edit and use the full power of HelpMaster (subject to security permission)

A skillgroup is a group of staff members.  Staff members may belong to one or more skillgroups.

 

Sites

A site can be either the physical or logical description of either an office, building, organizational structure or other place where your clients or staff reside or work.  Once sites have been created, you can link clients to the site.  Linking clients to sites is a powerful way to produce meaningful helpdesk statistics and workflow.  Think of sites as collections of clients.

Sites can be created into a hierarchical list that can be multiple levels deep.  This can be used to map organizational structures, associated companies, or other structured company information.

 

Jobs

A job is the main entity within the HelpMaster suite.  It is work order, or trouble ticket  that defines and stores all the information about  the problem or issue that a client may have.  A job is always associated with at least one client and can be linked to a site, assets, knowledge base articles, and even other helpdesk jobs.  Once a job has been "logged" for a client, any number of "Actions" (see below) can be added to the job.  A job has a natural life cycle that includes creation, modification, resolution and closure.  A job is always "Assigned" to either a technician, or to a skillgroup to be worked upon.

 

Jobs can be viewed via the desktop, or the web interface

Jobs can be automatically created or updated via the Email Manager when the originating source is email

Jobs can be escalated and changed via the Priority Manager

Jobs can be linked together in a parent / child relationship to support complex workflows and project management.
Jobs can be linked together in a simple relationship.  This is good for cross-referencing similar jobs.

 

Actions

An Action is a discrete unit of work that can be added to a job.  An action contains details such as what occurred, who did it, how much it cost, how long it took, when it was done and other details.  Common actions that are performed on a job include reassignment, changing the job status, closing a job, or acknowledging a job.  If you perform the same type of action frequently, it is a best practice to create an Action Template.

 

Assets

An asset is a piece of equipment that may be used by a client, or belongs to a site. An asset may represent the item that is the cause of a helpdesk call.  An asset may be linked to a helpdesk job, a client, a site or a knowledge base article.

In addition to be able to be linked to other entities, an asset may be "checked out" for service/maintenance.  This allows a business to keep track of maintenance history for equipment.

 

Knowledge base articles

A knowledge base article is a document that contains valuable information about problems, issues or other relevant information to your organization.  Knowledge base articles can be linked to other entities and are an important entity in the resolution and pro-active support that you can provide your clients.