How to Structure End Users

In Revelation Helpdesk there are two distinct groups of users – you and them. You are the support staff who will be distributing and acting on new tickets and they are the end users who will be the cause of new tickets. However, as we have seen above – the ‘end user’ may not necessarily be a person.

 

Above an end user there are three levels of hierarchy that look like this:

1. Client Type
   1. Client(s)
      1. Location(s)
         1. End User(s)

 

Client Type is a text name of up to [max #?] characters. When you create a client you must associate it with a client type so if you are not going to be using this feature you will need to create at least one as a default (you can even call it default J).

 

NOTE: You can filter the clients that a staff person can see when logging new tickets by client type.

 

Client is a text name (long), a text name (short – 15 characters), and a client type. You can attach documents to a client as well as a description.

 

Location is a far more complex entity. A location not only has a name but it is associated directly with a client. A location also has a physical address.

 

End User is configured to be a person. An end user is associated with a location and as a result, a client and a client type.

 

As you decide how to organize your end users in Revelation consider these questions:

 

 

Here are some common end user structures that are easily configured in Revelation Helpdesk.

 

School District

1. Change the phrase for "Client" to "School"
2. Change the phrase for "Location" to "Building"
   1. Each school becomes a client
   2. Each school can have one or more buildings on its campus
   3. Each building can have staff associated with it

 

IT Support Company

1. Phrases remain at default
   1. Each client is entered individually
   2. A client can have one or more locations
   3. Each location can have one or more people

 

Internal IT Department

1. Change the phrase for "Client" to "Department"
2. If all in one building, you can change the phrase for "location" to "Floor", otherwise it can remain unchanged
   1. Each department is treated as a large group
   2. Each department will have people working on different floors or in different locations
   3. Each person is tied to both a department and a physical location

 

Software Company

1. Change the phrase "Client" to "Customer"
   1. Each of your customers gets an entry
   2. Each customer can have one or more locations
   3. Each location can have one or more people

 

Nationwide Trucking Company

1. Change the phrase for "Client" to "Region"
2. Change the phrase for "Location" to "Depot"
   1. Each region around the country is treated as a group
   2. Within each region, each depot can be defined
   3. At each depot, each end user can be entered