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First-tier and second-tier IT HelpDesk support is usually responsible for handling support tickets opened up by mobile end users. The HelpDesk is therefore primarily interested in views that provide overviews of users experiencing problems such that those issues can be proactively resolved. Web-client HelpDesk views are shown below:
Furthermore, detailed insight into specific users is also necessary when responding to direct user calls.
It can also be helpful in troubleshooting to be able to isolate users having issues to a particular BES Server, Exchange Server, Carrier, or even BES Agent ID. Views sorted by these parameters are shown below.
These view enable to HelpDesk admin to quickly identify the source of the issue. If it it’s user related (such as out-of-memory condition on the device), then the problem can be addressed and resolved by the admin. Infrastructure issues can be quickly isolated and escalated to the appropriate support level.
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