home
***
CD-ROM
|
disk
|
FTP
|
other
***
search
/
Monster Media 1996 #14
/
Monster Media No. 14 (April 1996) (Monster Media, Inc.).ISO
/
business
/
hdhelper.zip
/
README.TXT
< prev
next >
Wrap
Text File
|
1996-01-21
|
8KB
|
174 lines
HelpDesk Helper
Thank you for trying the HelpDesk Helper. The version you are currently
looking at is a fully functioning demo that contains all the basic functions
available in the registered addition except reports. Otherwise, what
you are looking at now is the final demo that will be available for purchase.
Simple Solutions has provided you with a demo of the HelpDesk Helper with no
time restrictions on its use. Also, Simple Solutions is not responsible for
any damage that may result of your testing our product. Thank you again for
giving our product a look, and we hope to hear from you soon.
****************************************************************************
Installation Instructions :
A) IF YOUR DEMO DISKETTE ONLY CONTAINS THE FILE "HDHELPER.ZIP"
1) Make sure you have a blank formatted diskette or create a temporary
directory.
2) Type---> PKUNZIP HDHELPER A: or \directory
a) If you receive a response from DOS saying, "Bad Command" or "File
Name", you will need to put a copy of PKUNZIP somewhere
within your path. If you don't have a copy of this file it can be
found on CompuServe, American On-line, or any other BBS for download.
3) Load windows and choose "RUN" from the file menu.
4) Type ---> a:setup
5) Follow prompts.
6) If error message comes up, but installation continues let it finish and
try running the software. If it still fails call our offices and we
will be glad to send out a fresh installation of our latest version.
Operation :
A) Login Screen : The login screen is the first screen you will see when
loading the helper. It is used to determine the security level of
the individual using the system. (The DEMO needs to use "SA" for
login name and "100" for the password). The login screen is case
sensitive.
B) Problem/Solutions Viewer : The problem- solutions viewer is the first
screen loaded after the login screen (Which may change to an
individual login option in the future). This screen will list
all your known problems and solutions by category and offers you
the ability to search through this data by keywords of your
choice. This section will also display pictures or diagrams
assigned to this category in your little view window. To view
this picture on a greater scale just hold down your <ALT> <G> keys
(Notice that the "G" is underlined on the screen). Any underlined
letter means that the focus or action of a particular control will
occur when this letter is typed with an <ALT> key before it.
C) Logging System : Most of your work will probably be done in the logging
system because it helps you save current problems for a given
category. It tracks and further separates each category into
different sub-categories. These sub a combination of both. Once
you have chosen the category to track your incident under, you can
begin adding your problem and solution to it . ( The final release
will allow you to port problems and solutions from the Viewer and
Tree and export problems into the Viewer).
D) Logic Tree : The problem tree helps you organize your problems and
solutions into a logical problem solving sequence. To do this
effectively, the creator must know how to break the problem into
logical steps for solving it. An example would be the solution to,
" my printer will not print". A possible tree would look like :
Client Name --- Printers --- Not Printing --- Power Light --- Cable
- --- Power Switch
- --- Cable Connection
--- Strange characters --- Cable
--- Software
F) The Set-up screen : This screen allows each user to set-up certain options
allowed by their login. This means that every user can configure the
software the way they want it to be. This option can be turned off,
however, by pushing the security levels to 9 for every option.
****************************************************************************
HelpDesk Helper Version Information :
Changes in Version 2.0a :
* Added login name to the title bar so that users know who is logged on.
* Added self repair and database optimization to the opening screen.
This occurs when the first computer logs onto the database. If you are
using the system 24 hours a day I suggest that once a day you shut all
users down and reload the software.
* Fixed Email printer errors.
* Added automatic paging that uses your current employee phone numbers.
(DEMO does not include pager numbers)
* Added an automatic phone dialer that uses client-location phone
information. (Works - Needs improvement in detecting phone problems).
* Fixed client set-up screen.
Version 2.0 - Official Release :
* First release of revised software to the public.
* A complete help desk management tool for logging, tracking, solving, and
training.
* Logging System - Keep track of all incidents.
* Problem/Solutions Viewer - Look up past problems / solutions.
* Problem/Solutions Tree - Find solutions through logical steps.
* Escalation/Email - Escalate open incidents to higher level personnel.
* Report Generator (Not Included in Demo) - Find what problems are most
re-occurring.
* On-line Help System (Not Included in On-line DEMO, Included in Mailed
DEMO)
Version 1.0+
* First attempt, used and tested for 2+ years at a 10 - 20 user help desk.
* Exclusively a problem solutions viewer, it contains over 5000 records
spanning 30+ clients.
* Included modifications that tracked client hardware requirements and
service - maintenance contracts.
****************************************************************************
What You Get In The Registered Version !
Problem / Solutions Viewer :
* The ability to view multiple diagrams by category.
* Search for keywords in both problem / solution.
* Cut / Copy / Paste between clients.
Logic Tree :
* Cut / Copy / Paste between branches.
Logging System Reports :
*Call Detail Reports
*Call Total Reports by Client
*Call Total Reports by Location
*Call Total Reports by Type
*Call Total Reports by Time
*Call Total Reports by Employee
*Day of Week Call Analysis
*Client Mailing Labels
All reports allow you to specify search criteria. This criteria is by Client,
Location, Type, Employee, Date, Time, Incident Level, and Call Type.
Problem Viewer Reports :
*Viewer Detail Reports
*QuickLog ID Report
*Keyword Report
*Employee Mailing Labels
All reports allow you to specify search criteria. This criteria is by Client,
Type, Employee, and Date.
Paging :
* Keep track of pager numbers and messages.
Setup Options :
* Greater individual control over your environment (Based Customer Request)
* Globals / Defaults setup. Allows you to define global keywords, problem
types by client.
****************************************************************************
Thanks for trying the HelpDesk Helper and hope to hear from you soon.
Simple Solution Software
Vice President of Operations
Dale Wilson