The System Setup module's Local Help Desk Staff feature is used to enter and/or update the names of those employees at the agency who are designated members of the "local help desk staff" for the database. When a user sends a help desk ticket, that ticket will go to the users on this list (via the Messages module), who can then forward it on to Foothold Technology's Help Desk if assistance is needed.
For more information on the Help Desk process, including the role of the local Help Desk, click here.
Required Permissions
Unless you are a member of the "Executive Officer" or "System Administrator" user groups, use of the Local Help Desk Staff feature requires at least ONE of the following permissions:
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Display Executive Administration Buttons
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Permissions Data Entry
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Permissions Data Entry for All Staff and Layers
Permissions are assigned using the Permissions Maintenance feature. If you do not have access to that feature and need a permission listed here, please contact your supervisor or your local Help Desk for assistance.
Maintaining the Local Help Desk Staff List
To update the local help desk staff information, complete the following steps from the AWARDS Home screen:
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Click Administration from the left-hand menu, and then click System Setup. The System Setup fly-out menu is displayed.
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Click Local Help Desk Staff. The Local Help Desk Staff page is displayed.
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Make changes to the local Help Desk information as necessary, by doing one or all of the following:
- Add a staff member to the local Help Desk - To add a user to the local Help Desk staff list, click the Person drop-down arrow and select that user, then enter their email address in the Work Email field.
The Work Email field is linked to all other locations in AWARDS where work email can be recorded:
- Human Resources > Staff Information > Work Email
- Navigation Bar > your name > Password & Security > Work Email
- Navigation Bar > your name > User Settings > Notifications > Work Email
Entries or changes in any of the linked locations are applied to the other locations as well. When adding new members to the local Help Desk team, the work email address automatically populates if the selected staff member has one recorded in AWARDS.
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Update the email address for an existing member of the local Help Desk - To do so, replace the existing Work Email with the new email address.
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Remove a staff member from the local Help Desk - To remove a user from the local Help Desk staff list, click the Delete checkbox next to his or her name. He or she is removed from the list when UPDATE is clicked to save the local Help Desk information.
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Click UPDATE. The local Help Desk staff information is saved and the updated Local Help Desk Staff page is displayed.
The process of updating local Help Desk staff information is now complete.