Set Up Help Desk

The first time you run Help Desk, you are guided through the table setup process.

  • In OneStream, click OnePlace > Dashboards > Help Desk > Help Desk.

Create Tables and Launch Solution

The first time this solution is run, you are directed to the Help Desk Setup screen. 

NOTE: Prior to running the setup, ensure that the account being used to access SQL server has table creation rights on the SQL database to create the custom tables.

The first step of the setup creates all of the tables required for Help Desk.

  1. Click Step 1: Setup Tables.

    This step may be necessary when upgrading even if tables already exist. Help Desk does not drop any tables that already exist, but modifies table structures and adds new ones if necessary.

  2. When setup is complete, click Step 2: Launch Solution to open Help Desk.

Package Contents

The Dashboard Maintenance unit provides the user interface for Help Desk and includes the required dashboard groups, components, data adapters, parameters and files.

It is not recommended to rename any included Dashboard, dimension, member, etc. unless specified.

Business Rules: The following Business Rules are included:

HDK_HelperQueries

This is a Dashboard Data Set Business Rule. This rule provides helper queries for report listings, drill queries and reporting statistics that are used to create the Dashboards and provide reporting functionality.

HDK_SolutionHelper

This is a Dashboard Extender Business Rule that provides various helper functions for the Help Desk solution.  These helper functions include management of the solution setup, configuration settings, Email, Ticket Editor, and management of ticket attachments.

HDK_ParamHelper

This is a Conditional Parameter helper functions XFBR String Business Rule. This rule is used to provide conditional parameter processing functions that allow a parameter value to be interpreted and substituted with a different string. 

Database Tables: The following Database Tables are included:

XFW_HDK_ControlLists

This database table stores the Global Options settings for the Help Desk solution.

XFW_HDK_SupportTickets

This database table stores the Help Desk Ticket information.

XFW_HDK_TicketAttachments

This database table stores the Ticket Attachment information.

XFW_HDK_TicketCategories

This database table stores the information for the Ticket Categories created by Administrators for Ticket reporting and analysis.