Implementation Roadmap

This roadmap outlines the major steps in implementing an issue tracking system. Performing the steps in the sequence recommended here save time and simplify the process.

Step 1. Create a project

A project defines the fields, queries, sorts, layouts, and reports that you see in a Web view.

1    Create a new project.

2    Customize the fields in the project.

3    Edit and define the queries, reports, sorts, and layouts to match the set of fields defined in the project.

Step 2. Define user groups and create user accounts

1    Define user groups and set group permissions to control access to data and administrative features.

2    Create user accounts so people can log on. You can either import user accounts from Active Directory (or from a Windows domain), or create user accounts in Vector HelpDesk.

3    Assign users to groups.

4    Define work teams and assign users to work teams.

Step 3. Define and generate Web views

After you generate and test your Web views, you can perform more advanced customizations, such as defining workflow and notifications.

Step 4. Define field dependencies (optional)

Use the workflow editor in HelpDesk Web Admin to make the possible values in one choice list depend on the choice selected from another list.

You can apply changes made in the workflow editor without regenerating the Web view.

Step 5. Define a workflow (optional)

Use the workflow editor in HelpDesk Web Admin to define workflow rules to emulate your process. For example, you can enforce a sequence of steps by controlling the possible values of the Progress field.

You can also define rules that set the value of a field when another field changes. For example, you can define rules that assign an owner based on the problem area:

When (Problem Area = Outlook), then set this value: (Owner = Resident Outlook Wiz).

Step 6. Define Service Level Agreements

A service agreement is an agreement between the help desk and users. The service agreement defines a required level of service for the users.

A service agreements can be with individual users (contacts), with all users in a department, or all users in a company.

A service level is a guarantee of a certain level of service. For example, a basic service level may provide 9-to-5 service during the regular working week, while a more comprehensive service level might provide 24 hour service, 7 days a week.

Each service level has its own hours of service, target response and closure times for issues, and escalation rules.

Step 7. Import existing data (optional)

After you finalize the set of fields in a project, you can import information from existing databases.

Step 8. Define and set up notifications

You can define and set up notifications after you generate your Web views, but you should do this before people start using the Web views to submit issues.

Step 9. Go live

Make your Web views available for general use.

Step 10. System maintenance (ongoing)

You should regularly backup your projects, databases, Web views, and other system files.

You should also run the Repair and Compact utility (in the Tools menu of HelpDesk Admin) on a regular basis. Compacting Microsoft Access databases and files often is the best preventive maintenance.

Related Topics

Creating New Projects

Editing Fields

Defining Reports

Defining Queries

Defining Sorts

Defining Layouts

Importing User Accounts

Defining User Groups

Creating User Accounts

Users: Changing Group Membership

Groups: Adding and Removing Users

Assigning Users to Work Teams

Creating Web Views

About Workflow Rules

Defining a Workflow

Importing Issues

Defining Notifications

Pointing Users to Web Views

Backing Up

About the Repair and Compact Tool