OS/2 Shareware BBS: OtherApp/OtherApp.zip/supdemo.zip/LICENSE.INF

OS/2 Help File | 1995-01-25 | 19KB | 393 lines

ΓòÉΓòÉΓòÉ 1. Running the HODstar Supporter Demonstration Product ΓòÉΓòÉΓòÉ

This demo shows many of the features of HODstar Supporter and is not a true
tutorial.  As you browse the demo, note the following features:

o Multiple database engine support
o Administrator control of support staff access
o Ability to view and associate network resources to customers and their calls
o Automatic refresh of lists, profiles, and monitors
o Automatic alarming of calls, either new or ongoing
o True multi-threaded, multi-tasking performance
o Complete configuration of call types, event types, search keys, refresh
  times, and alarm times
o Clearly established enhancement path


ΓòÉΓòÉΓòÉ 2. Installing and Running the Demo ΓòÉΓòÉΓòÉ

Use the information in this chapter to install and run the demo version of
HODstar Supporter.


ΓòÉΓòÉΓòÉ 2.1. Demo and Product Overview ΓòÉΓòÉΓòÉ

HODstar Supporter is a facility to both track your customer calls, and to model
your network.  These features work together. Essentially HODstar Supporter is a
combination of two products. Your help desk staff can start taking calls almost
immediately. Modeling your network takes preparation.

HODstar Supporter is object-oriented.  Your network is composed of objects.
For example users, printers, and machines are all basic building blocks of your
network.  HODstar Supporter organizes these objects into lists.  Each list in
turn shows you a full profile for each object in that category, and shows you
what other types of object relate to that profile.

For example, printers are shown as a list of the actual printers your network
uses.  By opening a profile for one of the printers in the list, you can
quickly see what that printer does for your network.  Just as importantly from
that profile you can see how that printer relates to each objects.

This demo includes a database of objects for a small network, and an INI file
for a client machine.  Normally you would build your own database and model
your own network, after first building your own INI file.


ΓòÉΓòÉΓòÉ 2.2. Installing the Demo ΓòÉΓòÉΓòÉ

Make sure you are in the same directory as the source installation path.  This
is diskette 1 for users installing off diskette, and the temporary path
containing all files for users installing off their hard drive.

 1. Run the INSTALL.EXE Program

    This routine installs either from diskette or from a single directory on a
    hard drive.  Merely copy both diskettes to a temporary directory if you
    want to install from hard drive.

 2. Configure the INSTALL Screen

    Read the 'license' (actually just an information file in the Demonstration
    version).

    Make sure that the drive and path specified have at least 4MB free, and
    that you are able to copy files to that path (only relevant to network
    users).

 3. Select the INSTALL Button From the INSTALL Screen

    If installing from diskette you will be prompted at one point to switch
    diskettes.  Users installing from hard drive will not see this prompt. When
    the installation is done, read the final message.

Close the Installation program when completed.


ΓòÉΓòÉΓòÉ 2.3. Starting the Demo ΓòÉΓòÉΓòÉ

Look for the newly-created HODstar folder.  This installation routine defaults
to opening this folder for you.

 1. Logon to HODstar Supporter

    Run the 'Supporter Control Panel'.  At the logon prompt specify 'HODSUPER'
    for the User ID field, and 'PASSWORD' for the password field. You are now
    active as a Supervisor, the highest security level, on HODstar Supporter.

The HODSUPER ID should only be used when first setting up your support system.
After creating your actual administrator and supervisor IDs delete or downgrade
the access for the HODSUPER ID.

The Control Panel must be active and the user logged-on before running any
other Supporter module.  The one exception to this requirement is the Supporter
Maintenance Panel.  The Maintenance Panel is normally made available only to
administrators and Supervisors.


ΓòÉΓòÉΓòÉ 2.4. Listing Resources ΓòÉΓòÉΓòÉ

You are now ready to list all network resources by their object category.  In
this example we will look at lists of Groups.

Look for the 'Groups Resource List' object in the HODstar folder. Double-click
on this icon.

As the Group Resource List comes up it sets itself up to automatically refresh
as often as you specify, and when refreshed will show you all Groups defined in
your database.  You can also view groups just by network once you have fully
modeled your network.

Click on any entry and, while keeping the left mouse button held down, drag the
mouse pointer so that it selects two or more entries. When selected, release
the left mouse button and click once on the right button.  This will popup a
menu of options.  The popup menu can also be displayed by clicking once on the
Resources drop down menu from the action bar.

Select CHANGE from the popup menu.  This will start one or more Profile
notebooks for the selected Groups.  Move on to the next section.


ΓòÉΓòÉΓòÉ 2.5. Profiling Resources ΓòÉΓòÉΓòÉ

Once the Profile notebooks are displayed, you can move between pages by
clicking on that page tabs, or by using the Page Up/Page Down keys. Note that
pages are organized into major sections using tabs on the bottom of the screen.
Each major section in turn is made up of minor sections with tabs to the right
of the notebook.  Minor sections may contain pages without tabs.

Each field on the screen is identified by text next to it.  As you change any
field the field contents are highlighted in red, and the title of the Profile
notebook changes to remind you that there are unsaved changes.  Specific fields
such as telephone numbers and alias IDs are automatically formatted for you,

All objects include a notebook page just for long notes.  This page can hold up
to 3,072 characters (about two to three typed pages).

The next release of HODstar Supporter will provide programmable pages and
fields that you can define to fine-tune profile information to your
environment.


ΓòÉΓòÉΓòÉ 2.6. Showing Relationships Between Resources ΓòÉΓòÉΓòÉ

Your network objects relate to each other.  These relations are made as
assignments or associations existing as a result of an assignment.  For
example, a printer may be assigned to a User.  Therefore the User is dependent
on/associated with that assigned printer.

Assignments

Within the Profile notebook click on the Assignments page tab at the bottom of
the notebook.  This page permits you to assign other network resources to this
profile.  For example, you will want to assign one or more of your Users to be
a member of a Group.

Click on the REFRESH button to see what network resources are assigned to this
object.  A plus ('+') sign appears next to object categories that have
individual assignments.  Click on the plus sign to show each assignment for
that object category.  Note that you can delete and clear assignments once they
have been assigned.

Assignments can be made by selecting the 'Add From Category' button, or by
dragging one or more selected entries from a List object to this page.  For
example, you could add several Users to this Group by selecting them from the
'Users Resource List', dragging the selected entries to this page, and
releasing the mouse button.  Or you could select the Users object category on
this page, then click the 'Add From Category' button.

Not only can you see the relationships but you can also 'zoom in' on each
assignment to see the full details of the assigned resource. Click on an added
User, then select the 'View Profile' button to see how this works.

Changes are not permanent until you click the SAVE button.  Practice adding and
deleting resources.

Associations

Click on the Associations tab at the bottom of the notebook.  This page shows
you everything this object is assigned to (the previous page showed you instead
what was assigned to this object).

Associations are excellent for showing you who or what is impacted by this
object.  If this object were a printer, for example, and the printer were to
breakdown then you would use this page to get a feel for who to notify.


ΓòÉΓòÉΓòÉ 2.7. Using the Call Tracking System ΓòÉΓòÉΓòÉ

Now that you have a feel for how Supporter is organized, let's practice
tracking calls.

Essentially there are two parts involved in tracking a customer call. The first
is the call itself.  The second are the queues your support staff use to track
these calls.

Each call is actually a header identifying the call itself - what type of call,
who the customer is, and who last handled the call. Associated to this call
header are one or more events that describe what has been done with the call.
For example, the first event for all calls is the opening of the call.  Each
time work is done with the call, or the call is transferred, that is another
event.  Closing a call is its last event (though calls can be re-opened and
libraried).

As with all HODstar objects, Calls can be Listed and Profiled.  Most
productively, however, you will want to setup queues for your support staff.
Each queue is essentially a way to just list certain types of calls. Your call
dispatcher, for example, will probably use the ALLNEW queue optionally
installed from the Maintenance Panel.  This queue shows all new calls, and
alarms calls not acted upon within a specific time frame.

Alarming is how calls are kept from 'slipping-through'.  Supporter provides two
types of call alarms.  The first type is the New call alarm.  An alarm is
generated whenever a new call is not taken and acted upon within a time frame
you determine.  The second type is the Inactivity alarm - an alarm is generated
whenever an ongoing call is not acted upon within a time frame you determine.


ΓòÉΓòÉΓòÉ 2.8. Defining Queues ΓòÉΓòÉΓòÉ

You need to define a queue before your support staff can use them. From the
HODstar Folder, find the Queues Resource List object, and double-click its
icon.  After the list is displayed and the automatic refresh control setup,
look for the 'ALLNEW' queue, select it, and then select the CHANGE option from
either the popup menu or from the 'Resources' drop-down menu.

Once the Profile notebook is displayed, look over the options available to you.
Each option depends on the other.  Any call to be displayed must meet all the
specified criteria (this AND this AND this).

Note that each queue is either 'Active' (used to monitor current calls) or
'Library' (used to research calls using older, approved call reports).

By default, each queue monitors all call Event types.  You can select specific
Events to ignore.  For the ALLNEW queue, all call events except NEW and ALARMED
are ignored.

Note that you can monitor just calls assigned to a specific support group or
user.

The Monitor Override Defaults control how your queue monitor behaves once it is
active.  These options are set to defaults here, and can be overridden once the
queue monitor is started.  This permits your users to quickly scan for related
calls that normally would not appear in their queue.

Go to the 'Call Types' page.  On the left are listed all the Call Types you use
to organize your calls.  HODstar provides defaults but you can also add your
own types.  On the right are all the call types the queue monitor will ignore.
The default ALLNEW queue does not ignore any type of call, but for example you
may want to define a new calls queue just for LAN problems or for hardware
problems.

The final 'Alarms' page determines when calls alarm.  Each priority level can
be set to alarm after a specific number of minutes or hours pass since the last
update.  Not shown is the Priority 0 level - all level 0 calls alarm
immediately.  Note that alarmed calls can notify operators monitoring their
queues or can run any program of your choice to notify remote support staff.
You might use the HODstar Pager program to create a standalone program to
notify your offsite LAN Administrator for example.

Close the Queue Profile notebook, return to the Queue Resource list, and then
go on to the next section.


ΓòÉΓòÉΓòÉ 2.9. Trapping a Customer Call ΓòÉΓòÉΓòÉ

So you've modeled your network, defined your support staff, and setup call
queues.  Now you're ready for customer calls!  The following are the steps your
support staff take when they start for the day.

 1. Monitoring the Queue

    From the Queues Resource list, select the ALLNEW queue, then select the
    MONITOR button at the bottom of the list.  This activates the ALLNEW queue.

    Once the ALLNEW queue monitor is activated and its automatic refresh setup,
    the monitor will refresh and scan for any new calls. Again, a new call is
    one opened but not yet assigned to anyone. Any alarmed calls are also
    detected and shown to the operator.

    Since you're using the demonstration database you should have several calls
    alarming.  Note that the alarm here is both audible and visual. A beeping
    alarm brings the user to their PC, and the popup rises above any other
    running applications with a list of the calls alarming. The user can
    Acknowledge or open one or more of the alarmed calls. Or Ignore/Cancel the
    alarm and do nothing with the calls.  You could also have specified to run
    a program with passed call parameters upon an alarm.

 2. Viewing a Call

    Select one call and then click the ACKNOWLEDGE button. This brings you into
    the call header.

    Once the call is displayed, look over the different parts of the first page
    of the notebook.  Note that you are currently in a View mode.  Calls must
    be 'locked' before they can be updated.  This prevents your support staff
    from accidentally overwriting each other. Click on the 'LOCK' check box in
    the middle of the page, just above the General Call Description field.

    Your support staff identify the customer by just selecting the ADD FROM
    LIST button - this automatically fills in all related fields. Or they can
    type the customer ALIAS into the ALIAS field, and then select the REFRESH
    PROFILE button.  Note that these are the same buttons - they change what
    they do based on whether there is any data in the ALIAS field.

    Note that you can view the User's full profile as well as their resource
    assignments and associations from the call entry panel.

    Support staff can give a quick overview of the call in the Summary field -
    this field is displayed in all list objects and lets users browse calls and
    quickly understand their contents.

    The General Call Description field holds up to 3,072 characters (about
    two-three types pages).

 3. Browsing Call History

    Go to the next page in the Call notebook by clicking on the 'History' tab
    at the bottom of the notebook.  Then select the REFRESH button. This page
    shows you the current history of events for this call.

 4. Viewing a Call Event

    Select any one of the events, then click the VIEW button at the bottom of
    the notebook.


ΓòÉΓòÉΓòÉ 2.10. Reconfiguring HODstar Supporter ΓòÉΓòÉΓòÉ

Start the Support Maintenance Panel from the HODstar folder. User the
Page-up/Page-down keys to look over each page.

In your actual environment you would override automatic refresh times, database
settings, and other global options for Supporter from here.  These pages and
their options are fully explained in the online Supporter tutorial.


ΓòÉΓòÉΓòÉ 3. Summary and Additional Information ΓòÉΓòÉΓòÉ

In this demo you have:

o Installed the product
o Listed objects/resources
o Profiled these objects/resources
o Defined a Call Queue
o Monitored a Queue
o Viewed an Alarmed Call
o Viewed Call Events
o Overviewed Supporter Configuration

Contact HODstar Support Solutions to purchase a trial version of HODstar
Supporter and to receive a catalog of other HODstar products! Call our voice
line to place orders and to schedule faxes of catalog to you.

HODstar(TM) Support Solutions contact information -

  Voice orders: [phone]

  Electronic mail -
   FAX:     [phone]
   Internet:   [e-mail]
   Prodigy:   PMSH30A

  Overland mail -
   HODstar(TM) Support Solutions
   Sales and Services dept.
   417 Hovenkamp
   Keller, TX  76248-3422

We welcome money order, purchase order, and MasterCard/VISA.  HODstar offers
10% discount for cash orders.


ΓòÉΓòÉΓòÉ 4. Trademarks ΓòÉΓòÉΓòÉ

The following products are trademarks of HODstar(TM) Support Solutions:

o HODstar Monitor
o HODstar Supporter
o HODstar Pager
o HODstar Broadcaster
o HODstar Supporter
o HODstar Loader

The following products are trademarks of International Business Machines, Inc.:

o Database2 (DB2)
o Database 2/2 (DB2/2)
o Operating System/2 (OS/2)
o OS/2 LAN Server

Windows and Windows NT is a trademark of Microsoft Corporation.

Netware is a trademark of Novell Corporation.