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The AccessAble Help Desk 2019 Desktop Application

The online help file can be viewed at:  https://accessablehelpdesk.com/winhelp and I think you will find the Videos page helpful.  But this page will give you an idea of the features and functions in AccessAble Help Desk 2019.

The AccessAble Help Desk was initially developed with the small to medium organization  in mind, where often a single person has to support the entire Information Technology community where he or she worked.  Multi user ready with user roles and permissions, the program can be used by multiple users logging in after different timesto the same computer, or a shared database with multiple users connecting to the same database on your LAN but from their own workstation.  Those who purchase a site license will also receive a link to download the optional browser based application.  This web interface is for your Intranet - if you don't have one you can setup IIS on most any Microsoft Windows computer and add the AAHD web pages in an hour or so.  Really.  It is possible to use the Web interface over the Internet, however, if you also want to use the desktop application you will have to use the MIcrosoft SQL Server
database on the back end.  This can be done with some Internet Service Providers, such as one of my favorites - Winhost.com

The screen shot below shows the desktop application for AccessAble Help Desk 2019 with the Support Requests grid open.

Grid showing Support Requests

The next screen shows the similar looking browser interface with the Support Requests screen open.  


The End Users are central to IT Customer Support.  In addition to being able to quickly enter as much (or as little) information as you would like to about your end users, tabs at the bottom of the end user details screen allow you to access related information such as Requests, Hardware, Software and any Incidents the person may have been asssociated with.  

Person Details Screen

The navigation bar along the left of the screen can be hidden to give you more room to view the grids, such as the end user list.  You can sort by clicking on the column headers, search for text, filter in a variety of ways.  You can also group data on one or more columns if you like and easilly export data from the grid without have to use a report to export the data, but you want reports?  We got those.  Keep Reading.  

Sample grid with hidden navigation bar next.
People Grid with Navigation Bar Hidden

In order to make data entry faster and easier, and more consistent, there are a variety of Lookup Tables that populate values in the main tables.  The look up tables
also allow you to quickly see related data easily. In the example lookup list in addition to a numeric field for Impact Rating, you can enter your own Impact Name
and a description that may helpful to those adding a record in selecting the appropriate value.  


Using Impact Rating as an example, when you are editing a Lookup Table item related items will be shown in a grid beneath the item you are editing.  You can use the tool bar items in this grid to Add a New child record, clone an existing child, Link or Unlink child items, and so on.  The tool bar at the top of the lookup detail screen will let you move forward or backward among Lookup Table items.



While some Lookup Tables will only show a single grid, others will show multiple grids because there are multiple related tables.  An example is the Location lookup table.  As shown below related items are People, Support Requests, Hardware and Incidents.  Some items in the grid below a Lookup Item will have a tool bar button to Show the Selected Item in a Report.  


Just like a "regular" grid you can open an item in a child grid by double clicking an item.  Example below.



Now the Incident Related to a Location also have items in a grid for items related to the Incident.  It's all related!  You get the idea.  About the related tables.  Some items are a 1 to Many relation ship.  For example, 1 Person may make many Requests for Support.  1 Department may have many People in the department, but 1 person will not be in more than 1 Department.  However, in other tables you may have a Many to Many relationship.  Incidents are different than Requests in this way.  While 1 Person may record many Incidents (because that's the job), many people may be related to that Incident - the Incident Response Team may include one or more technical staff memberss, a Legal department representative in some cases, or a Public Relations person, and so on.  At the same time each of those people may have many Incidents they respond to or are otherwise associated with the incidents.

The Link button on a grid makes it easy to select multiple related items.  When you click this link button (has a + sign on it) a grid will popup to let you choose one or more items.  You can hold down the Ctrl key while clicking mulitple items anywhere in the list or hold click on the first item in a list, then press and hold the Shift key while selecting many records in a row.  It is really pretty easy.



Note in the People Grid list when selecting people you can sort on Person Type to more easily find people of a certain type.

I have provided many lookup tables in this version of the AccessAble Help Desk but there are some instance where I did not include a related table, but instead provided some Predefined Values which will provide drop down values from which you can make a choice or enter a value not already in the list.  Using the Model Editor, described in the Help File, you can modify existing drop down lists or create your own.  I do highly recommend making copies of the Model files before editing them.  NOTE:  There is a separate model file for the desktop application and one for the web application.  

While I have always tried to make entering and updating data in AccessAble Help Desk, hopefully many will find the reporting capabilities to be well done.  Dozens of reports, many with charts, some with parameters are included as well as a variety of dashboards, some static but many interactive.  Included Report and Dashboad Designers will allow you to modify existing reports and dashboards as well as creating your own.







In addition to standard reports and charts - like Pie Charts...


... you can create fancy dashboards, either static or interactive, and easily export the dashboard to impress the Boss, and others.  

By the way, AccessAble Help Desk 2019 includes a role that you might call "Boss Mode".  You can install the program for your boss and give him a username and password.  When he/she logs the result is READ ONLY - but read everything if you like.  This means the boss can look at all the data you have in the system (users, hardware, software, News) but can't
mess anything up - I mean, can't add change or delete records.  Also in this version you can enable Auto Refresh in the Requests Grid.  This means the boss can sit there and watch requests as you and your staff (or minions as I like to call them) busily add and update requests from end users.  NOTE:  I included a user Named "Dash Riprock" with no password.  This account is a member of the Role "Dashboard Viewers" which allows users with Role to just view Dashboards.  I guess I didn't mention it yet but the AccessAble Help Desk 2019 includes Roles, Users and Permissions that will be useful to many.  However, if you are a lonely IT Person at a small organization then you may be the only person using the program and will do just fine using the provided Admin account for all your work. Just know that as your organization grows you will be able to install the program on mulple computers and add additional users, staff, etc.
without paying any additional per user costs.  Just send me kind thoughts.



This page should give you an idea of what the AccessAble Help Desk 2019 can do.  Why not download a fully functional 30 day trial version?





This is the Official Home Page for
the AccessAble Help Desk
Developed by Dennis Baggott
(c) 2018

ABOUT
Developed by somone who has ..
Been There, Done That!
An affordable program to help you manage
End User, Requests, Hardware, Software
and more.
Origin
Developed more than 10 years ago
based on requests by existing and
potential customers.
This version makes a good program
even better in many ways.
Microsoft Windows, Microsoft Access, Microsoft SQL Server, and Microsoft Office
are trademarks of MIcrosoft Corporation.
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