PUU Helpdesk

6.3 Analysing impact using relationship maps An important part of managing CIs is the ability to understand relationships between them. This informatio...

7. Working with contracts The Dworkin Contract Management module lets you manage contracts established with third party vendors. Here’s how the Contrac...

7.1 Adding new contracts Dworkin helpdesk supports three contract types: Lease, Maintenance and Software License. Here’s how you create a new contract...

7.2 Tracking contracts You can track your contracts by filtering them according to their status. 1. Click on the CMDB tab and click on Contracts. The...

8. Working with the knowledge base A knowledge base is exactly what it sounds like: a shared collection of tried and tested solutions ...

8.1 Adding categories The solutions in your knowledge base are broadly grouped under categories. This makes it easier for both customers and agents to ...

8.2 Adding folders The various categories in your knowledge base, are further divided into folders. This is how you add new folders under existing ca...

8.3 Creating solution articles Dworkin Knowledge Base solutions are grouped under a three tier hierarchy: Categories – Folders –Solutions. Here’s how ...

8.4 Tagging and editing visibility In order to make it easier to locate and search for individual solutions, you can add tags when you create new solut...

8.5 Organising articles You can reorder and reorganise your articles, folders and categories anytime you need to. 1. To reorder the categories in y...