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

Users FAQ

What is the difference between "service user" and "technician"?

For example users that are 'only' service desk users and do NOT fall under the e.g. 3 users in the license must satisfy 1 condition:
- they must be in Service Users Role (the group is not important).
- they can also be in any other role which only sees its own incidents and profile in the Help Desk left menu, and Knowledge Base Browse part.

The crucial difference between the 'supporter' and 'non-supporter' role is in the 'Incident Management Desktop' permission on Role Form - Items tab.
All users who have 'Incident Management Desktop' permission checked are counted in the concurrent license.

Is it possible to add roles to group, like in Windows? Actually, when I create a user, I have to add it in both a Role and a Group. It would be very nice if, when a user is a member of a group, he has the Role of the group that he’s member of.

Groups in Polar Help Desk are related with Incident Management, you can assign an Incident to a group of your technicians. Membership in a role gives your user rights to see elements in Polar Help Desk. Basically you will only need to have 3 roles (Administrator, Support Representative and Service User)

Why can’t I delete a Group or a Role? It is always saying to me that I can’t delete a Group or a Role, event if no user is member of the Group or has the Role.

We are working to complete the implementation of this feature but currently you want be able to delete Roles & Groups. If you really need to remove them we can provide you with instructions how to delete these manually from the database.

Can I setup Multiple Service User Roles?

Yes, you can achieve such functionality with Polar Help Desk. For more details look at the following guide.

How do I make a specific support representatives only view incidents that i assign to his group?

Support representatives view only incidents assigned to the groups they are members of. If your support representative, sees incidents of different groups, check what groups he is a member of and remove him from unnecessary groups.

Does or will Polar Help Desk allows grouping customer into Companies and then Departments?

You can group your customers into Companies using the category of Business Units.

What are Roles?

Roles are used to define a set of permissions. After a set of permissions for a certain role has been defined, specific users can be assigned to a group. For example, if you need a user who will take care of the articles in the Knowledge Base, you can define a role called: Knowledge Base Administrator.

What are groups?

Groups are used to determine what incidents your supporters can see. For example, if an incident is assigned to group B and supporter A is not a member of group B, he will not see incidents that belong to group B. If you wish for a group of users to see a set of incidents, then those users need to belong to the group these incidents were assigned to.

If one has different resellers and they internally have customers, would it be possible for a reseller user to see all their customer's incident details?

Yes, this can be adjusted by putting customers into appropriate business units and support representatives in appropriate groups. Reseller user will be able to see all their customers' incidents if the appropriate permissions are given to him (support representative privileges).

I forgot my Administrator password and the system does not send the new to the e-mail.

There is no mean to retrieve your password any more. You will need to manually change it in your Help Desk database:

1. Connect to your database with some tool (like Query Analyzer, Enterprise Manager...)
2. Execute the following command:
   UPDATE Users SET Password='D033E22AE348AEB5660FC2140AEC35850C4DA997' WHERE UserID=2

The above command will reset your administrator’s password to "admin".

I cannot disable the automatic creation of a new user, i.e. when somebody sends an email to the email address in question, he is immediately listed as new user.

You cannot automatically download emails to Polar Help Desk and generate incidents without creating a new user. In every Incident User field is required and therefore User must be created from the email so that Polar Help Desk can generate an Incident.