Resource Dynamics, Inc.

Tele-Support HelpDesk Hot Tips

Question:

How can I set default values for an inquiry's category and/or product?

Answer:

1.  Have everyone exit HelpDesk.

2.  Open the TSHD32.ini file in your HelpDesk server directory (e.g X:\HelpDesk 2.2\Server\TSHD32.ini).

3.  Add the following text to the end of the TSHD32.ini file.  You can use a default category, product, or both, by entering the appropriate lines:

[INQUIRY]

DefaultCategory=X

DefaultProduct=Y

3.  Next, change X and Y to the category and/or product names.  MAKE SURE that you have assigned an existing category and product.  The names should appear exactly as they do in HelpDesk.

4.  Save the file.

NOTE:

  These will need to be modified if either the default category or default product is deleted.

Applicable HelpDesk version(s):

2.2