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README.TXT
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1994-06-27
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******************************************************************************
LAN Support Center v3.01
******************************************************************************
READ.ME CONTENTS
Section 1. Licensing 7. Archive/Restore
2. Installation 8. Crystal Reports
3. Investigate (Launching) 9. Import/Export
4. TSR's 10. Node Address
5. Btrieve & Brequest 11. Disabling Message Box
6. Btrieve VAP/NLM 12. Trouble-Shooting
13. Product Enhancements
1. LICENSING
Licensing is on a per/HelpDesk user basis. Each simultaneous support
person requires an individual user license of LAN Support Center (LSC).
2. INSTALLATION
To install LAN Support Center, run the setup.exe from either File Run
or File Manager in Windows. If you are installing on a Novell network,
also make sure that you're using the current versions of IPX and NETX
shells. Versions of IPX that are supported are v3.10 and NETX v3.26,
v3.32 along with IPXODI v2.10 & 2.12 and LSL v2.01 & 2.05.
You may Install LSC on your local drive C: as well. The Install will
default to C:\LSC.
You may also run LSC from your Local Drive without being logged into
a network. First run the USEBTR.BAT file from the C:\LSC directory
and then run Windows. You do not have to load the Local Btrieve
everytime to do this. Running LSC will automatically load Btrieve for
you.
BASIC INSTALL- Allows you to install with little input.
CUSTOM INSTALL- Allows you to Install with options.
UPGRADE INSTALL- Converts your old data from a previous version of LAN
Support Center v2.02 into the new database for Windows.
CONVERSION INSTALL- Converts multiple LSC v2.02 database files into the
directory where LSC v3.01 is currently installed. You must have v3.01
of LSC already installed before running this install.
If you're upgrading from a previous version of LSC, make sure that you
have enough disk space available before running the Install. When the
conversion is in progress, Btrieve needs to create preimage files
which use up disk space depending on the size of your database.
NOTE: Before you run the Upgrade Install you must first load the
Brequest /D:17000 prior to running Windows and the Upgrade
Install. You cannot open a DOS box from Windows and load
Brequest, you must load it at the DOS prompt.
If you want to install LSC in a directory several directories deep,
you must change to that directory before running the Install.
For Example: change to the directory F:\APPS\WINAPPS\LSC before running
the Install. Place the disk in drive A: or B: and type setup.
You may want to backup your old database files before you start the
Install.
NOTE: Before running LSC.EXE you must first run USEBRQ.BAT if using
Brequest in the F:\LSC directory, or USEBTR.BAT for Btrieve.
You only have to do this once before running LSC. The default
is already setup for running Brequest.exe because it runs faster
than the client based Btrieve.exe.
3. INVESTIGATE
To allow LSC to launch NETremote, Sitemeter, LAN Automatic Inventory
or Fusion from Investigate, a search drive mapping should be made to
where the application files reside on your network. Please refer to
your Novell manuals for further information on setting up network
search drives.
In order to get the Username: and Station Address: you must have a
Ticket open at that time. Make sure that there is a Node I.D. filled
in for that particular ticket.
4. TERMINATE AND STAY RESIDENT PROGRAMS (TSR's)
We don't usually recommend that you run any other TSR's with LSC except
for Btrieve or Brequest which normally take up 45k of RAM in
conventional memory. You may use DOSKEY, SETVER, SMARTDRV, NAV and
CCMAIL NOTIFY when using LSC.
5. BTRIEVE AND BREQUEST
If you are using Btrieve client based version, we recommend using
ver. 5.10a or later If you're using the Server Based version of
Brequest, we recommend using v6.10a or v6.10c and that the Btrieve.nlm
v6.10a is loaded on the server.
Suggestions for loading Btrieve or Brequest upon login:
Create a batch file called BRQ.BAT (Brequest) or BTR.BAT (Btrieve).
Then place the exit command on the last line in your lo4gin script
Example: EXIT "BRQ.BAT" Contents of Batch File: BRQ.BAT
Endbtrv
Brequest /d:17000
It will execute BRQ.BAT when logging into the network automatically.
6. BTRIEVE VAP/NLM
Versions of the VAP/NLM you should use are v6.10a or later. The latest
version of the Btrieve.nlm is v6.10a and Bspxcom.nlm v6.10a. The latest
version of the Btrieve.vap is v5.15.
7. ARCHIVING/RESTORING TICKETS
To Archive tickets to a Local drive C: you must have the Client Based
Btrieve loaded. Using Brequest, the server based btrieve will not allow
you to archive or restore tickets from a Local drive.
8. CRYSTAL REPORTS V2.0 PRO
We currently ship Crystal Reports v2.0 Pro with LAN Support Center in
order for you to create your own custom reports using our .DDF files
(Data Dictionary Files) that ship with LAN Support Center.
To print Queries along with a report, you must select the Print Option
from the Crystal Reports Tool Bar. Generating a Report to the screen
will NOT display the Query List for the specified report.
When generating a Report, the status of the report will display one
more record to the total of Tickets selected. This is because there
is a blank record included to the database which is used for Filtering
criteria. You will not be able to see this blank record at anytime
while you're adding or deleting tickets from the database.
9. IMPORT/EXPORT UTILITY
The Import/Export utility allows you to import an ASCII text file into
the LAN Support Center database. If you currently have an existing
database and you wish to import the data into the LSC database, you
must be able to export your data from your database to an ASCII file.
NOTE: The Local client based Btrieve or server based Brequest must
be loaded in order to run the utility.
To Import the data for Tickets and Actions, you must rename your
text fileto ITICKETS.TXT and IACTIONS.TXT so that the utility recognizes the
text files to be imported.
To Export data from the utility for Tickets and Actions, select
the fields that you want to include from the menu. Tickets and
Actions will exported to an ASCII file format with the filenames of
TICKETS.TXT AND ACTIONS.TXT.
Error messages will be logged into a text file called ERRORLOG.TXT which
will describe the Ticket# and error message you recieved for an error
when either Importing or Exporting database information.
10. NODE ADDRESS
To populate the Node Address field, you will need to type in the user's
Login Name in the First Name field. When you select the Node Address
field, the first network address at the top of the pull down menu box
will be the network address for the default fileserver you're logged into.
For multiple server attachments, you will have to exit to DOS and select
the network drive for that server and type userlist /a to view the node
address on that server. You can then Alt-Tab back into the LSC program
screen and select the appropriate node address for that user starting at
the top of the node address list.
11. DISABLE MESSAGE BOX FOR UPDATING ACCOUNT INFORMATION
To disable the message box for updating the Account Information when
changing or editing a new ticket without changing the Account ID
information, Add the following line to you're LSC.INI file:
[Account]
PromptAccountChange=NO
If you wish to enable the message so that it does update the Account ID,
simply change "NO" to "YES" in the above entry. The default setting is
set to YES.
12. TROUBLE-SHOOTING
If you receive an error message that the Brequester or Btrieve is not
loaded, check to see that you ran the USEBRQ.BAT file for running
Brequest or the USEBTR.BAT file for the Local Client Based Btrieve.
If you receive an error message "Call to Undefined Dynalink" when
running LSC with the VLM drivers on NetWare v3.12, make sure that you
run the workstation install from NetWare v3.12 install diskettes which
updates the Windows and DOS files.
When launching WLAI v3.0a or v3.1 from the Investigate using the server
based Brequest, you must create an NWUTIL.INI file using any editor and
copy it to your Windows directory. Include the following line in the
NWUTIL.INI file:
[Brequest]
Enabled=YES
Otherwise you will receive an error message from WLAI "Cannot Initialize
Local Btrieve" or "Brequester not running".
When "NO" is chosen, the Investigate will attempt to launch WLAI with
the Local Based Btrieve.
Be sure that you run the USEBTR.BAT file in the WLAI directory if you're
running the Local Based Btrieve, and USEBRQ.BAT for using the Server
Based Brequest.
When applying a Query for a Report, be sure not to use any "" quotes.
It will return an error " Error In Formula" from Crystal Reports.
In order to launch the Sitemeter Administration from the Investigate,
you must have a search path mapped to the SiteMeter v4.0 directory.
When using the Local Based Btrieve for running SiteMeter Reports, you
must include the following line to your WIN.INI file.
For Example: [Btrieve]
Options=/p:3072 /f:22 /t:Btr.trn /e
13. PRODUCT ENHANCEMENTS
The time required for a user to print a report on a single ticket has
been enhanced in response to user requests.
The time delay for opening a new or existing ticket has been been
enhanced in response to user requests.
When using a high resolution monitor, the Ticket Window is now sized more
appropriately.
*********************************************************************************
Customer Service Department
Send written comments to:
McAfee Associates, Inc.
766 Shrewsbury Ave
Building #2
Tinton Falls, NJ 07724
FAX# (908)576-8867
or by Internet: Customer_Service@Brightwork.com
or by Compuserve: Mail Box: 73500,1415
Forum: GO MCAFEE
or call the Technical Support line: (908)530-9650
from 8:30 am - 5:00 pm Mon. thru Fri. Eastern Time