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What is the Help Desk Console?
The Help Desk Console is a page where the Help Desk Analyst /Cloud Help Desk Analyst (for the Smart Onboarding product) or the I-9 Help Desk (for the Smart I-9 product) can perform various activities with respect to a user's to resolve issues related to users' account.
Why do you need to use the Help Desk Console?
The Help Desk Console is needed to perform these activities for system users:
- Resend a user's login information email.
- Lock a user's account.
- Unlock a user's account.
- Reset a user's password.
- Reset a user's e-PIN.
Who can access the Help Desk Console?
The only user who can access the Help Desk Console is the Help Desk Analyst for the Smart Onboarding product and I-9 Help Desk for the Smart I-9 E-Verify product.
How do you access the Help Desk Console?
There are 2 ways to access the Help Desk Console as an Help Desk Analyst/I-9 Help Desk:
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to access
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the Help Desk Console
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Access through Menu iconthe left navigation menu:
Click the Menu icon, and click menu icon in the top left corner of the page, then select "Help Desk Console" under the Consoles section from the navigation menu.
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Access through the Quick Links bar:
Click the "Help Desk Console" link in Quick in the Quick links bar under below the home page homepage image.
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What are the contents of the Help Desk Console?
The Help Desk Console page
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features the Search Filter, Quick Filter,
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and an "Export to Excel" button
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that allows for downloading
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search results and
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invitation details.
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The "Export to Excel" button
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is only
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visible if the logged-in
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user’s role (Help Desk Analyst/I-9 Help Desk) has been configured
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to allow data export.
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| Help Desk Console without "Export to Excel" option |
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Search Filter
When there are a lot of numerous new hire invitations in the system, it is efficient to use using the search filter options to helps quickly find locate a specific invitation or invitations that match particular criteria. Next to the field, you can change adjust the search option to specify how you want your text to be perceived.
| Field | Behavior |
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First Name |
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Last Name |
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| Start Date |
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In this example, the the search results are filtered by the New Hire's Start Date.
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Quick Filter
The Quick Filter is another way to quickly find a specific invitation or search for invitation detailsinvitations that meet certain criteria.
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Export to Excel
If If the logged-in user's role (Help Desk Analyst ) has been / I-9 Help Desk) is configured with export functionality, the user will find the "Export to Excel" button will appear in the console. Clicking By clicking this button allows , the user to can download the search result file results as an excel Excel file to the their local computer.
Note:
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The "Export to Excel" option is
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intended for downloading search results obtained
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using the search fields
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and will not
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work for results
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generated through the Quick Filter search.
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Note:
If no results are found for the search criteria,
thethe "Export to Excel" button will not
appearbe visible in the console.
A sample of the downloaded
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Excel file format is shown below.
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The search filters applied to
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generate the results
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are displayed
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in the top row of the file.
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Search results
Based on the search criteria selected in the Search Filter/Quick Filter, the invitation details display in the search results. Only the first 1000 rows can be seen in the search results. The details of the search results include the following fields:
| Field | Behavior |
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| Invitation ID |
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| Name | New Hire's full name |
| Start Date | Employment start date mentioned on the New Hire's invitation |
| Invitation Status | The status of the New Hire's invitation - Created, Launched, In Progress, Completed or Terminated. |
| Business Process |
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Process the New Hire's invitation belongs to |
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| View Process |
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Shows the process for that New Hire |
| View Historic Process |
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Shows the complete process history for that New Hire | |
| Info and Actions | Clicking |
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"Info and Actions" |
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opens tabs for New Hire information and process actions. The available actions will vary |
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based on the Invitation Status. |
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Navigating through search results
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Search results are displayed in pages, with each page
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showing 10 rows by default.
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You can change the number of rows displayed per page
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by selecting a different value
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from the "Rows per page" drop-down menu.
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To navigate through the search result pages, you
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can:
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- Use the "Previous" and "Next" buttons
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- Click on the page number tab or select
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- a page
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- from the drop-down menu and click
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- the "Go" button.
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Using this feature,
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you can easily navigate to any page
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within the search results and review information for any New Hire's invitation.
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In the example below, page "7" of the search results is accessed by clicking
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the "7" tab. To view the invitation
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details, process
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information, or perform actions related to a New Hire's account, click
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the corresponding links for the selected invitation.
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Clicking any of the links, except for "Info and Actions,"
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will open the corresponding details in a new window, while your search page remains open in the previous window.
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If you need to view additional information for the same invitation or access details for another invitation, simply return to your search page and click the corresponding console link, which will open the relevant details in a new window.
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However, clicking the "Info and Actions" link will open a pop-up page
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within the same search
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window to view information and perform actions.
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Once any actions are
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completed from the "Info and Actions" page, the related activity
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will open in a new window, and
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your search page will return to the first page.
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How do you to access invitation details?
Click on any invitation ID link in the console. This will display provide options to view the invitation and I-9 details based , depending on the progress of the New Hire's onboarding process.
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Note:
- The Onboarding Summary is specific to the Smart Onboarding product and is accessible for New Hire invitations with completed Employee Biographic Information activity.
- The I-9 Summary option appears only when the I-9 ID is generated for the New Hire's invitation i.e when Section 1 data is entered and saved/electronically signed by the New Hire.
Clicking on "Review Invitation" will open the details of the corresponding invitation.
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To access console actions for any invitation, click on the "Info and Actions" link associated with the corresponding invitation, and then select the "Actions" tab.
Based on The available actions will vary depending on the progress of the New Hire's onboarding process, the actions on the invitation will vary.
Below are the Help Desk Console actions when actions available when the invitation is has been launched:
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Note: The "Reset e-PIN" option will show up only appear in the actions only if e-PIN is enabled in organization's Authentication Preferences setupfor the organization.
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Help Desk Console actions for an in-progress invitation process:
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How to perform Help Desk activities via Elasticsearch?
Another alternative for performing way to perform Help Desk activities is via through Manage Accounts actions in Elasticsearch.
Click on the "Elasticsearch" iconicon, select "Manage Accounts" in the Category and enter the in the Category, and enter your search keyword. You can use any of the Manage Accounts related relevant search keyword options related to Manage Accounts, such as the employee's Invitation ID, Name, Email, Phone, Account Status, Product, Company, Business Unit, etc. In this caseexample, "Active" is used as the search keyword. This , which will display all invitations with an active status.
In the search results, click on "..." for next to any invitation and select the action you wish to perform. Depending The available actions may differ depending on the invitation status, the actions displayed for invitations may differ.
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