- 1INTRODUCTION
- 2SETTING UP A NEW SYSTEM
- 2.1The Organisation Structure
- 2.2Users
- 2.2.1Creating, Editing and Deleting Users
- 2.2.2Supporting Data
- 2.2.2.1Access Levels and User Groups
- 2.2.2.2Reporting Group
- 2.3The Strategy Map
- 2.3.1Overview - Flat and Complex Models
- 2.3.2Creating, Editing And Deleting Strategy Map Items
- 2.3.3Strategy Item Types
- 2.3.4StrategyMap Performance Target items
- 2.3.5Strategic Contributions
- 2.3.5.1Normalising Strategic Contributions
- 2.3.5.2Flat Strategy Map
- 2.3.6 Strategy Map Tags
- 2.3.6.1Overview
- 2.3.6.2Setting up data tags
- 2.3.6.3Attaching data tags to performance targets
- 2.3.6.4Reporting data tags
- 2.4Performance Indicators
- 2.4.1Overview
- 2.4.2Performance Indicator List
- 2.4.3Creating, editing and deleting Performance Indicators
- 2.4.4Perspectives and Indicator Types
- 2.4.5Performance Indicators Set Up Considerations
- 2.4.6Supporting data
- 2.4.6.1Performance Indicator Categories
- 2.4.6.2Performance Indicator Types
- 2.4.6.3Scorecard Perspectives
- 2.4.6.3.1How to use Perspectives
- 2.4.6.4Scorecard Perspective Categories
- 2.4.6.4.1How to use Perspective Categories
- 2.4.6.4Units of Measure
- 2.4.6.5Time Intervals
- 2.5Equation Builder
- 2.5.1Creating, Editing, Deleting Equations
- 2.5.1.1Measurements
- 2.5.1.2Parameters
- 2.5.1.3Equations
- 2.5.1.4Example Equation
- 2.5.1.5Attaching Equations to Performance Indicators
- 2.5.1.6Using Performance Indicators in an Equation
- 2.5.1.7Equation measurement workflow
- 2.5.1Creating, Editing, Deleting Equations
- 3PERFORMANCE TARGETS
- 3.1Overview
- 3.2Rules Governing Performance Targets
- 3.3Target Setup: Add/View Targets
- 3.4Target Setup: Target Creation Wizard
- 3.5Entering Target Measurements, Validation and Reporting
- 3.6Editing target fields and related objects
- 3.6.1Edit target fields
- 3.6.2Edit target measurements
- 3.6.3Edit target comments
- 3.6.4Edit target delegation
- 3.7Add/View Responsibility
- 3.8Editing target value for more than one measurer
- 3.9Ending targets
- 3.10TargetExport and Import
- 3.11Exporting Target Data
- 3.12Importing Performance Data (from Measurement Entry window)
- 4ACTION PLANNING
- 5ASSESSMENTS
- 6THE CONTROL PANEL
- 6.1Header Buttons
- 6.2Control Panel tabs: Overview
- 6.3Control Panel display
- 6.4Control Panel tabs
- 6.4.1Dashboard Tab
- 6.4.2Task Tab
- 6.4.2.1Measurement Tasks
- 6.4.2.2Validation Tasks
- 6.4.2.3Action Plan Tasks
- 6.4.3.4Assessment Tasks
- 6.4.3.5Measurement Planner
- 6.4.3Performance Targets Tab
- 6.4.4Reports Tab
- 6.4.5Staff and All Users Tab
- 6.4.6Action Plan Tab
- 7REPORTS
- 8SYSTEM MAINTENANCE
- 9HELP AND SUPPORT
Online Ticketing Support (Escendency Helpdesk)
Most Escendency support issues are resolved through an email ticketing system provided by a third party vendor, Triangle Solutions, and customised for Escendency. The ticketing system is located on the Escendency.com domain (also shared by the Escendency website) and can be accessed in the system from the Helpdesk link on the system menu or in a web browser using the following URL: http://www.escendency.com/onlinesupport/
Figure 1: Escendency online Helpdesk login screen
1. Setting up a User Account
New users can register an account simply by clicking on the Register link on the Helpdesk login screen and following the defaults (figure 2).
Figure 2: Registering as a first time user on the Escendency Helpdesk.
On clicking Submit if the user has followed the registration guidelines they will be flagged as submitted to the system and can start using the system immediately. They will also be sent a confirmation email.
Using the Helpdesk ticketing system
When a user logs onto the Helpdesk they will access the 'Support Tickets Manager' interface (figure 3).
Figure 3: Support Ticket Manager
To create a ticket, clink on the 'New Ticket' link (figure 4):
Figure 4: New ticket window
Once all the fields are filled in the ticket submit button can be filled in. The ticket will not be sent to Escendency support until the subject field is also filled in. Once the ticket is submitted it will be sent to Escendency support and logged in the right hand side of the ticket manager window for that ticket. All correspondence related to the ticket will be visible in this window (figure 5).
Note: Although a user will receive a response from Escendency support in their email inbox as well as in their Helpdesk account, it is requested that users use the helpdesk interface for correspondence about a particular ticket until that ticket can be closed. This is to ensure that the thread for each ticket is saved on the Helpdesk database for future reference and also for any tracking of issues or future knowledge base needs. It also means that Escendency support will be able to more efficiently resolve tickets.