Ensuring the HelpDesk

Creation of reports to the HelpDesk by  user organizations that have signed contracts with VUMS LEGEND on the provision of HelpDesk services, and the processing of these requests by VUMS LEGEND workers.

• At the VUMS LEGEND Domino server Website - a single HelpDesk database has been created for all organizations. Reports from organizations are processed within this database, and access to documents is controlled on the basis of the visibility defined during registration. A Company Registration database is available for registration.
• Registration of workers takes place in two steps:

First, a VUMS LEGEND worker registers the administrator for the organization (this takes place in the Lotus Notes environment).

This administrator has the right to register workers of the organization who will have the right to create reports. This registration takes place in the Web search engine environment.

• Workers on the organization create reports and are answered in the Web search engine environment. Reports from organization workers can also be received (e.g., on the basis of telephonic information) by HelpDesk workers or VUMS workers. The HerlpDesk worker announces the report in the Web search engine environment, and a VUMS worker makes the announcement in the Lotus Notes environment.
• Solutions of comments by VUMS LEGEND workers is done in the Lotus Notes environment.

Creation of a report to HelpDesk by a user and the processing of these requests by defined groups of workers within the organization.

• This variant allows an organization to create in its own Domino server one of more HelpDesk databases to which users report via the intranet. In this case there must be a definition in the database a Public List of Addresses of a group of authors and processors for each created database, and in the database profile the group of authors must be listed.
• Workers of an organization create reports and receive answers in the intranet environment, and solutions of comments by workers of the organization (from the processor group) takes place in the same intranet environment, or can be realized in the Lotus Notes environment