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helpnet.txt
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1995-07-09
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HelpNet! V .9
Copyright 1994, Enlighten Development.
Friday, June 5, 1995
CompuServe: 73650,165 (primary access)
For Comments and Bug reports needing to be sent through
the mail, please send to:
Enlighten Development
1109 S. Kernan Street
Appleton, WI 54915
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HelpNet! is a 32-bit Helpdesk application that not only Logs Call
Tickets, but has an extensive query engine for Problem Resolutions
and Clients. Some of its features include:
32-bit multi-tasking, multi-threaded Database queries.
NETWORKABLE! Unlimited amount of Users on a LanServer Network.
FoxPro Database Compatibility.
Call Ticket Logging.
Time Tracking on a Per Call Ticket basis.
Problem Resolution Lookups.
THREE LINKED levels of Categories to choose from in describing a problem.
32,000 character limit on both Problem Description and Resolution.
EMAIL Enabled! Lotus Notes, and CC:Mail via the VIM Standard.
(Sends out Questionaires and retrieves replies and appends them to
the problem resolutions).
IN/OUT board for Specialists.
Automatic Call Escalation.
And MORE, much more...
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I. General
HelpNet! provides an IS Manager with a simple, straightforward
way to create and maintain a Help Desk system suited for ANY
type of NETWORK or Application. The reporting feature is perfect
for management to get an idea of what problems are occuring and
where. The problem resolution queries save HOURS of time so
you don't have to "re-invent the wheel". If a problems been fixed
before, then the resolution is just a mouse click away!
II. BETA Version.
1. This copy of HelpNet! is FULLY functional with a few minor updates
needing to be completed - HOWEVER, Tickets in the Call Ticket
Datafile are limited to 600 (However, this isn't so major of a
limitaion as you can Archive the Call Tickets and Enter more).
We are sending this version out to get a few responses as to how
the end user agrees with the Interface, as well as the
functionality of the application.
NOTE: Although in BETA, this copy of the HelpNet! has been FULLY
tested to ensure that Data Integrity will not be an issue. It is
currently being used by multiple companies as their sole Help
Desk Application without a SINGLE problem in the last year.
Among a few of the descrepencies you will note are:
Site Configuration Screen:
- The "Hours worked" are not used in anything
within the HelpNet! Application at this time.
It is planned that they be used for the
Automatic Escalation feature. Currently, If
you Escalate your calls, the calculations are
done using 12:00am to 12:00pm. One option we
are looking in to is to perhaps allowing for the
hours worked to be configured PER Speciailist
rather than a particular Site. let us know what
you think!
Reports:
- A few reports are not finished yet. Any ideas
from you on what type of reports are important
to your organization will be most appreciated.
Specialist Setup:
- Paging is currently unsupported, so the EntryField
for the Pager Number has been disabled.
Client Information:
- Sorting is not functional yet.
Resolution Lookup:
- Time Tracker is not enabled for lookups on Tickets
listed in the Resolution Container.
Miscelaneous:
- Online Documention is incomplete. Sorry about
that, but more documentation is on the way, watch
the bulletin boards for an update to the
documentation soon... (If you require any
assistance in the mean time, please feel free to
contact us Via the aformentioned CompuSever ID).
And again, the basic format of our help files
will be consistant with what is currently
available. If you have any comments on it, please
let us know.
- Title Bar Colors are not effected by the changes
made in the HelpNet.INI file.
- Container Colors will NOT function under OS/2 2.11.
(This is a bug in OS/2 2.11 - they will work fine
under OS/2 2.0, 2.1 and 3.0).
Currently under development for this release of HelpNet!:
Routing:
- The ability to have multiple databases is a must,
so the routing capabilities are almost complete.
Allowing Call Tickets to move from one Database to
the next.
Documentation:
- Much, much more documention on how to both
implement the Help Desk as a whole, and how
to apply the HelpNet! application as it was
meant to be used.
Currently under development for the Next major release of HelpNet!:
Mulitmedia capabilities:
- Voice integration on Problem Descriptions and
Resolutions.
- Playing AVI files to help with demonstrations.
- Client Information is being expanded to include
MUCH more information (Equipment, Applications,
Pictures and Business cards).
- Better EMAIL Integration. Allowing End Users without
OS/2 to use either cc:Mail or Lotus Notes to open a
Call Ticket.
- And any MAJOR changes you feel would make this
application the Best Help desk package available
today!
And again, if you find ANYTHING you think could be done better or
something you believe should work, but doesn't - let us know and we
will rectify the situation.
PRICING:
FOR A LIMITED TIME: The HelpNet! application will go for the LOW price of
just $3995.00 per Database. This price reflects the
problems you may have running the BETA version as
well as the FREE upgrade to the completed version when
it is released. Considering the Multi-user capabilities
to this system, and the fact that UNLIMITED users are
supported we feel this is the BEST 32-bit OS/2 Help
Desk system you will find for the price!
A Maintence agreement is also available, allowing for unobstructed updates to
future Major releases of the HelpNet! application.
Have a question, comment or complaint regarding HelpNet! ?,
please feel free to get in touch with us Via CompuServe at ID 73650,165.