Polar Help Desk Professional :: FAQ

Polar Help Desk FAQ Categories

1. Top FAQ
2. General FAQ
3. Installation FAQ
4. User Interface Customization FAQ
5. Users FAQ
6. Active Directory & NTLM Integration FAQ
7. Incidents and E-mail FAQ
8. Service Level Management (SLM) FAQ
9. Knowledge Base FAQ
10. Reports FAQ
11. Licensing FAQ
12. All FAQ In One Page FAQ

User Interface FAQ

Does Polar Help Desk support custom fields?

Custom fields are not supported in the current version of Polar Help Desk however it uses a system of Incident Templates. Incident Templates allow you to select predefined values that will be selected for each element on Incident Form. For example you can disallow your customers to see Group field and these Tickets will be assigned to the group that is defined in the template. Each role can have permissions to see different templates (e.g. your customers could see one set of templates and your employees other).

Can we adjust login page so it will incorporate in our website style?

Yes, you can

How can I put my company logo on the login screen?

We recommend that you add it to IncidentManagementDesktop\DesktopLeftMenu.aspx file.
You can add it above the line containing the following, so the new code would look like this:

< img src=logo.gif >
< uc1:TopMenuRight id="TMR" runat="server" >< /uc1:TopMenuRight >

If you wish to add a logo on the Login page please go to: Administration Desktop > General > View > Welcome Message and add a tag like this somewhere in the HTML source :

< img src=”logo.jpg” >

We sincerely advise you not to modify other pages since you could damage the software core functionalities. Furthermore you will encounter problems when upgrading to new version since the new version will not contain the changes you made. Therefore I encourage you to contact us with your interface requests. Your requests will be considered and we will be adding all features that can serve all customers.

Is there a way to modify the main login screen to remove your company information and the generic login information for Admin, Support and User?

You can change the welcome screen by exporting language file, editing it in a way you want it to be and then importing it again into Polar Help Desk. To export/import language file go to Administration and click on Language management.
When you export language file into xml, open that xml file in text editor (notepad) and search for string "Welcome to polar help desk", string is there and you can change it.

These are the detailed steps:

1. Export the language you want to upgrade (or change) to an XML file.
2. Edit the XML file by changing this string:
   <data id="LogIn_WelcomeLabel_Text">
   <value>Welcome to Polar Help Desk</value>

Instead of “Welcome to Polar Help Desk” put your desired welcome message. It is very important NOT to change the tag because it contains information of the language which will be updated later.
3. Import changed XML file the same way you would create a new language. Put this language as your default language and save the changes.

Our company information and link to our site cannot be moved.
Also this way you can change any other text value in Polar Help Desk.
We strongly advise not to modify other pages since you could damage the software core functionalities. Furthermore you would encounter problems when upgrading to new version since the new version would not contain the changes you made.

Is it possible to disable or remove the registration button at the login screen?

You could remove the register button on your helpdesk system by modifying the LogIn.aspx file :

1. Open LogIn.aspx Find and find the lines containing :
   <TD class="psFormCell">
   <asp:button id="ForgottenPasswordButton" runat="server" CssClass="psButton" Width="144px"></asp:button>
   <asp:button id="RegisterButton" runat="server" Width="80" CssClass="psButton"></asp:button>
   </TD>
2. To hide the register user button place an exclamation mark in the first line like this :
   <!TD class="psFormCell">

This way your users would not be able to self register but would need you to do the registration for them.
If you also enable the e-mail automation mode (without automatic user registration) the users that send an e-mail to your support site, and are not registered, would not be able to open an incident, nor using web interface nor e-mail. If they sent an e-mail to the support site it would be put on hold. You could also add some text to the login.aspx file to notify the unregistered users that they need to send an e-mail and some information or whatever might be necessary in order to open an account.

Can the helpdesk have multiple client interfaces?

Every customer has its own credentials that he uses to access the Help Desk through his/her web browser. At login he/she can see only their incidents and not the issues from other companies. However, if you would like somebody to have a possibility to see other incidents you can also set this up by modifying the permissions in the Administration Desktop.
So this all depends on your needs, using Roles you give different permissions to each group. If you would need some help in setting this up to tailor your requirements please let me know and I will be happy to assist you.