ADHOC
------------------------------Ad Hoc Reports--------------------------
This option gives you the ability to design and create your own reports.
You decide what information is included or excluded, and you decide  how
the information should appear on the report. This allows you to  build
reports on-the-fly for just about any situation.
Ad Hoc Reports Screen
The Default Column Headers are automatically created for you. They
are derived from the following three screens: the Service Request
Detail Screen, Technician Hours and Activity Screen, and Project
Screen.  They represent the fields where information is stored in
each respective  screen.
Getting Started
The thing to remember is that you are designing a report from
scratch.  You determine the width of the report, the fields to be
used, the  type and order of information to be processed, and so
forth. The process  of creating Ad Hoc Reports is outlined on the
following text.
Tip:   It may be helpful to design some reports on paper first.
Column Headers
The first items to select are the Column Headers. The Column Headers
that you choose are printed at the top of the report and determine
what information is included in each column. The first one you select
will be column number 1, which is the left-most column.
The available headers are listed in alphabetical order, with their
respective Field Widths (in characters). You can use them or enter
your own Custom Column Headers.
[Spacebar]
Use the navigational keys to highlight the field that you want as
Column Header number 1. Mark the highlighted field by pressing [Space
Bar] Toggle Column Order.
A "1" will appear on the screen. The [Space  Bar] marks and unmarks
fields one at a time.
Note:  When you unmark numbers that precede higher ones, the order of
the  numbers becomes disjointed, i.e. 2, 3, 5, 6.  This is OK,
however.  The result is, in this example: field 2 will be column 1;
field 3,  column 2; field 5, column 3; and field 6, column 4.
Tip:  You can avoid a disjointed numbering sequence by unmarking the
columns  in order, from highest to lowest. Then, when you begin re-
ordering  the columns, the numbering sequence will not be disjointed.
Custom Headers
With the first field still highlighted, you can enter a Custom Column
Header, by pressing [F4] Edit. If you do not enter a Custom Header,
the Default Header will be used. Each Custom Header is limited to  a
maximum of 20 characters.
The Column Widths at the right of the screen indicate the width of
each Column Header. If no Custom Column Header is entered, the
default  value is used. If a Custom Column Header is entered, the
Column Width  will reflect the new Header.
Report Width
The Report Width field in the lower right corner represents the total
width of the report. It contains the total number of characters
within  the selected Column Widths, plus one space per Header to
allow space  between columns on the report.
Next, highlight the field you want to use as column 2, and press
[Space  Bar]. A "2" will appear.
Repeat this process until you have marked and ordered all of the
fields  that you want to include as Column Headers for the report.
Keep track  of the Report Width.
The type of paper that is installed on the current printer will
determine the maximum report width you can use.
So far we have chosen, ordered, and created our custom Column
Headings.
[F7] Sort Order
Now determine the vertical order in which you would like records to
appear in each column. Do you want them ordered by Date, Name, etc.?
And do you want them listed in ascending or descending order?
Note:  Ad Hoc Reports allow sorting only on the fields selected for
the Column  Headers of the report. If no sort order is chosen, the
records will  be sorted automatically on the first column in
ascending order.
When you have decided upon an order, select [F7] Sort Order.  The
available commands are listed at the bottom of the screen.
The first field will be highlighted and denoted with an "A" in the
right-most column. This is the default setting: column 1 is
automatically set to Ascending when no sort orders have  been chosen.
The sort type for Descending is "D".
In this example, records are sorted in ascending order by SR Category
and by Project Name. Ascending order is from lowest to highest, A  to
Z, first to last. Descending order is the opposite.
Press [Space Bar] to change the Sort Type of the highlighted entry
from "A" to "D" to " ", each time you press  it. If left blank, the
current field will not be used as a sort field.  If you would like to
sort by another header, highlight that header  and press [Space Bar].
Repeat this until you have marked each header that you want to sort
by; then press [Esc] to exit.
[F9] Totals/Subtotals
Now decide when and where to calculate totals, how to group records,
and what records to count.
Highlight each numeric field you want totals calculated for and press
[F9] for each one. A "Y" will appear for each marked field.
Next, determine if you want subtotals calculated for any group of
records. Highlight each field that you want to group records by, one
at a time, and press [F8] for each one.
Groups will automatically be separated on the report by a blank line.
You can also have groups printed on separate pages.
There are two rules to keep in mind when you are selecting the Group
By fields and the Total On fields. First, a Group By field must be
one of the Sort By fields that you have already selected. Second,  a
Total On field must be numeric. If you select a field that is not
acceptable, you will get a message stating that you must select
either  a sorted field or one that is numeric.
If you want to count any records, highlight each field that you want
to count on, one at a time, and press [F10] for each one. A Y" will
mark the selection. The number of records counted is printed after
each group of records. A grand total for each selected field will
also be printed at the end of the report.
[F10] Conditions
Now determine what records you want to include on the report. Instead
of working with every record in the database, you can qualify the
records to report on. You may only want records within a certain Date
Range. You decide. The possibilities are left to your imagination.
When you first create a report, the conditions will not be set up
for you, as they are on the Condition screen. You will have to enter
them on your own.
The first entry you should make on the Conditions screen is the field
description. The fastest and easiest way to enter one is to use the
available Help List. To do so, leave the Default Column Header empty
and press [Enter].  The Help List will appear.
Use the navigational keys to highlight the entry you want, and press
[Enter] to enter your selection into the current field.
Now go to the next field Relation. Enter one of the Relations  that
are listed in the table. You can also leave the Relation  field blank
and press [Enter] to use the Help List.
Then go to the next field Condition. Enter a Condition that works
logically with the statement you are creating.
The Condition field is automatically formatted to accept only the
entries that relate to the current Default Column Header. You will
not be able to enter letters, for example, into the Condition field
if the current field is a Date field. Furthermore, you must enter
Conditions using only upper case letters. You may enter partial
entries  for some fields.
If you are only going to use one statement to qualify records, you
are through. If you want to add other fields, as in this example,
use the Logicals to string together each of the individual
statements.  The Logicals are: AND, OR, NOT, AND NOT, and OR NOT.
As mentioned before, there are several ways to qualify records. Once
you play around with the parameters and view the outcomes, you will
develop a good feel for what you are doing. The only rule to remember
with Logicals is that if you have more than one statement, one of
the statements must not have a Logical in order to signify  the end
of the conditions.
To create another statement, select [F2] Add. Repeat the above
procedures  for each of the parameters. When you have entered all of
the statements  you want, press [Esc]. The main Ad Hoc screen will
appear.
[C] Config. Print
After entering the conditions for your report, press [C] Config.
Print  to set up the remaining report options. When you press [C], a
menu  will appear which reflects the current printer selected when
you press  [Alt]-[P].
On the first line, enter the Report Title that will print at the top
of each page. If you would like each group that you selected earlier
with [F8] Group By to print on separate pages, enter a "Y" on the
second line.
The Page Width and Page Length must correspond to the type of printer
and size of paper you are using. Enter the page width and length (in
inches) on the appropriate lines.
Lastly, decide if you want the report to print in compressed print.
This can be useful if the report you designed has more columns than
the page will allow in normal print. Compressed print allows more
characters on a page.
If the current printer is set up as a Laser Printer under [Alt]-[P],
the Laser printer screen will appear.
Landscape allows you to print the report lengthwise on the page. This
is helpful when you are using several columns. If you select "N",
the report will print in portrait mode, just like the text on this
page.
Next, choose whether or not to print in compressed print. When
compressed  print and landscape are used together, a report up to 175
columns  wide may be printed on a page.
Keep in mind that reports must be less than 80 characters wide in
order to view them on screen.
At this point you have finished designing the sample Ad Hoc report.
Press [Esc] to return to the main screen.
You are now ready to choose the destination of your report.
Printing Reports
1. Printer
When you select PRINTER, the application will build the report
and send it to the current printer. Be sure the printer is on-line
and ready before you select this option.
2. Screen
Selecting the SCREEN option will display the first page of  the
report on the screen. You may then scroll through any additional
pages by pressing the spacebar once for each page. [Esc] allows
you to exit the report.
The report width must be less than or equal to 80 characters in
order to print to the screen. If it is greater than 80, you will
receive a message stating that the report is too wide to display.
3, dBASE III File
The DBASE III FILE option allows you to enter a destination  path
and filename for the report. Do not enter an extension. The System
will automatically add on a standard ".DBF" extension.
This file can then be used directly by dBASE III or dBASE IV.
4. ASCII Text File
When you select ASCII TEXT FILE, you are asked to enter a
destination  path and filename for the report. Do not enter an
extension. The System  will automatically add on a standard ".TXT"
extension.
This file can then be imported into any software that accepts
ASCII  file format.
5. Delimited ASCII Text File
Selecting DELIMITED ASCII FILE will display a message requiring
the user to enter a character that will separate the fields.  If
the program you are going to use requires a particular delimiting
character, select this option. Then enter the required character.
Then enter the desired path and filename for the report. Do not
enter  an extension. The System will automatically add the
standard ".TXT" extension.
This concludes the process of creating and printing an Ad Hoc report.
The next item to discuss is how to store and update report
configurations.
[S] Save Report
Sometimes you design reports that you like and use so much that you
want to save them for future use. Other times you begin to design  a
report and have to move on to other tasks before finishing.
Well, the great thing here is that you can save a report's
configuration and access it later.
Any time during the creation of a report you can press [S] Save
Report.  The System will ask you to enter a brief description for the
report,  which will be used to help you identify it later.
Also, each time you exit the Ad Hoc Report generator, you will have
the opportunity to save the current report configuration.
Retrieving Reports
Each time you access the Ad Hoc Report generator, you will be given
a fresh screen, with none of the parameters set. You can  either
create a new report from scratch or, if you have saved any  of your
previous configurations, you can access them by pressing [P].
When you select [P], a Help List of previously saved reports will
appear. Highlight and select the report you want. The System will
display the standard Ad Hoc Report generator screen, with the
corresponding  configuration.
You are free to change the report, send it to the printer, screen,
database file, or ASCII text file. You may want to use the same exact
settings over and over again. You may want to just change a date or
two each time.
The operating procedures are virtually the same as creating a report
from scratch. All of the Processing Screens and Function Keys are
the same. The difference is that previous reports already have
parameters set.
Saving a report that you have chosen from the list of previously
saved  reports involves a little more work than saving one that was
newly  created. When you exit from the Ad Hoc option or press [S],
the following  message will appear:
This Report Already Exists. Overwrite? (Y/N)
If you answer "Y", the previous report configuration will  be
overwritten with the current configuration. The description of  the
report will remain the same, but the date will change to reflect  the
date when the report was changed.
If you do not want to overwrite the report, press "N". Then  change
the report description so you can identify the new report from  the
old one, which will remain unchanged. The date will automatically  be
changed to reflect the date the new report was created.
This new report will be added to the list of saved reports. The next
time you need this report, you can select it from the previously
saved  reports list.
We have now finished the process of creating an Ad Hoc report. With  a
little practice, you will be creating and perfecting your own Ad  Hoc
reports in no time.
ADHOCC
Press [F10] Conditions to display the screen on the following page.
This screen is used to enter the conditions that you want to use to
qualify records.
for you, as they are on the Condition screen shown on the previous
page. You will have to enter them on your own.
are listed in the table below. You can also leave the Relation  field
blank and press [Enter] to use the Help List.
ADHOCS
When you have decided upon an order, select [F7] Sort Order. The
following  screen will appear, listing the fields you have selected
as headers.  The available commands are listed at the bottom of the
screen.
ADHOCT
HELP0000
What is LT HelpDesk?
LT HelpDesk is a Network Management Application for entering,
processing, & managing users' requests for Service and Support on
hardware or software needs.
Whom is it For?
LT HelpDesk is ideally suited for MIS Supervisors, Service
Technicians, and End-Users and can accommodate almost anyone who
manages service requests.
1. Organize & track service requests by User, Priority, Location,
Category, Project, Type, Date, Time, Man-Hour, etc.
2. Identify specific areas where additional User Training could
reduce the burden of End-User Support.
3. Relieve phone answering Bottle-Neck at Support Desk by allowing
Users to enter Service Requests directly into the system via
computers.
4. Create Custom Ad Hoc Reports regarding number of requests
serviced, time spent, number of back logged requests, etc.
5. Create Reports for Today's Service Requests and Open Service
Requests.
6. Enter Service Requests into the system via their own computer.
7. Monitor the progress of technicians as they respond to end-user
requests.
How Does it Work?
LT HelpDesk uses a menu-driven, function-key-oriented interface to
maintain databases of Categories, Projects, Service Requests,  etc.
It allows you to add, edit, find, delete, sort and print information
in a simple, easy manner.
---------------------------Access Levels-------------------------------
LT HelpDesk provides three separate access levels. They are designed to
give Supervisors, Users and Technicians access to the  options they
require to perform their particular tasks.
I. Users
Users enter and report on their own Service Requests. They are able
to view the Technician's progress as he responds to the their
requests.  Reports are functionally identical to the other two
levels, except  Users only see their own Service Requests. Users
cannot edit the Technician's  entries.
II. Technicians
Technicians can process Service Requests, maintain Hours &
Activities,  create Custom Ad Hoc Reports, and use LT HelpDesk's
Databases Utilities. Technicians cannot edit or change Users entries.
III. Supervisors
Supervisors can access all options, including the sensitive options
ones, like System Security, which allows you to determine who gets
to use the System and what access level they can use.
---------------------------Gaining Access-----------------------------
To gain access to LT HelpDesk, your name and password must be set up on
the System Security Screen in the Utilities  Module.  Once your name and
password have been set up, you can gain access to the System by entering
them into the System  Access Screen. (Passwords do not display when
entered.)
--------------------------Main Menu Options---------------------------
LT HelpDesk consists of several options to help you maintain, process,
and manage Service Requests. The Main Menu, illustrated below,  displays
the available options of LT HelpDesk and allows you to conveniently
access them.
Use the up or the down arrow keys to highlight a selection, and press
Enter to activate it. You may also press the key corresponding to the
first letter of the desired option.  If more than one option begins with
the same first letter, only the first listed option will  be activated
when  you press the corresponding letter. Options with MENU at the end
of their names take you to a sub-menu.
HELP1000
----------------------------Service Requests---------------------------
Users
The Service Requests Screen allows Users to add,  find, edit, delete,
print, and view Service Requests.
Note:  When you first access this module, the Service Requests Screen
will be empty. Your first step is to add Service Requests.
Adding Service Requests
[F2] allows you to add Service Requests to the Service Requests
Screen. When you press [F2], the Service Requests Screen will change
to input mode and await your input.
The Service Request Number is automatically incremented for each new
Service Request. The Date and Time default to the current date and
time. Requester defaults to current users Access Name.
Enter the appropriate information into the corresponding fields. The
Service Request Category is the only field that must be filled. A
Lookup Table of Categories can be accessed by pressing [PgDn] with
the Status field empty.
Highlight and select the Category you want to use. When you have
entered  all of the information you want, press [PgDn] to add the
current Service  Request to the System.
Technicians
The Service Requests Screen allows Technicians to find, edit, sort,
print, and view Service Requests. It also allows Technicians to
access  the Hours and Activity Screen.
Note:  When you first access this module, the screen may be empty, as
shown  above. Service Requests must be added by Users or Supervisors
before  you can process them.
Processing Requests
[F4] Edit allows you to process Service Requests. When you press
[F4], the Service Requests Screen will change to edit mode and await
your input.
Project Number is the only field that must be filled. A Lookup Table
of Projects can be accessed by pressing [PgDn] with the Project
Number field empty.
Highlight and select the Project you want to use. When you have
current record to the System.
Hours per Activity
[F8] Hours allows you to maintain hours per activity. When you press
[F8], the Technician Hours and Activity Screen will appear.  Use the
standard keys to process records.
Supervisors
When Supervisors select Service Request on the Main Menu, the
following  screen will appear. The Service Requests Screen allows
Supervisors to manage Service Requests and access the Hours and
Activity Screen.
Note:  When you first access this module, the screen may be empty.
Service Requests must be added by Users or Supervisors before you can
process them.  Supervisors have access to all of the options listed
for User and Technician.
HELP2000
-------------------------------Projects-------------------------------
The Projects Screen allows Supervisors to add, edit, find, and delete
Projects.
Note: When you first install LT HelpDesk, the Projects Screen will be
empty. Before you begin using LT HelpDesk, you must add the Projects to
which you will assign Service Requests.
---------------------------Adding Projects----------------------------
[F2] Add allows you to add Projects to the Projects Screen.
When you press [F2], the Projects Screen will change to input mode  and
await your input.
The Project Number is automatically incremented for each new Project.
The dates for Date Entered, Assigned, and Date Started default to the
current date.
Project Status Code is the only field that must be filled. A Lookup
Table of Project Status Codes can be accessed by pressing [PgDn] with
Highlight and select the code you want to use. When you have entered
all of the information you want, press [PgDn] to add the current Project
to the System.
HELP3000
-----------------------------Lookup Tables----------------------------
What are Lookup Tables?
Lookup Tables allow Supervisors to create, maintain, and view lists
of valid Service Request Categories and Project Status Codes.
These lists provide LT HelpDesk with the data to perform input
validations on records that are entered into the Service Request
Module  and Projects Module. This is done by comparing the entries
made by  users in those two modules to what has been entered on these
Lookup  Tables.
In addition, these lists allow Users and Supervisors to look up and
select valid Service Request Categories when processing Service
Requests. Supervisors also have the ability to look up Project
Status Codes when processing Projects.
Service Request Categories
The Service Request Categories Lookup Table allows you to maintain a
list of valid Service Request Categories. You can add,  edit, find,
and delete categories, giving you the ability to customize the System
to meet your needs.
When you first install LT HelpDesk, the Service Request Categories
Screen will be empty, as shown above. Before you begin using LT
HelpDesk, you must enter the categories that will be used to
categorize Service Requests.
Project Status Codes
The Project Status Codes Lookup Table allows you to set up and
maintain  a list of codes for denoting the status of projects listed
on the  Projects Screen.
This Project Status Codes Screen is automatically set up with six
status codes. You are free to edit and delete these codes.
HELP4000
--------------------------------Reports-------------------------------
Reports are available to all three levels. They allow you to see which
service requests are due on the current day and which ones are still
not completed. In addition, Technicians and Supervisors have the ability
to create Ad Hoc Reports.
When you select REPORTS MENU on the Main Menu, TODAY'S SERVICE REQUEST
FORMS and OPEN SERVICE REQUEST REPORT. These two reports are identical
for all levels. Users, however, see only their own requests.
Supervisors and Technicians have access to a third report option,  Ad
Hoc Reports.
TODAY'S SERVICE REQUEST FORMS
This option allows you to print Service Request Forms for service
requests due on the current day.
When you select TODAY'S SERVICE REQUEST FORMS, LT HelpDesk will look
for any service requests listed on the Service Request Screen with a
Due Date on the current day.
If any service requests are found, one form for each request will  be
sent to the current printer.
OPEN SERVICE REQUEST REPORT
This option allows you to print a list of service requests that are
still open and have not yet been completed.
When you select OPEN SERVICE REQUEST REPORT, LT HelpDesk will look
for service requests listed on the Service Request Screen  with a
blank Completion Date.
If any service requests are found, an Open Service Request Report
will be sent to the current printer.
HELP5000
------------------------------Utilities-------------------------------
What are Utilities?
Utilities allow Supervisors and Technicians to perform various
routines  that affect the operation of LT HelpDesk. Included are
tools  to reindex databases, set up printer configurations, and
establish  system security.
For Technicians
Technicians have access to all of the Utilities except for System
Security, which is reserved for Supervisors. The  available Utilities
for Technicians are shown below.
For Supervisors
Supervisors have access to all three Utilities, as illustrated below.
System Security gives Supervisors the ability to determine who uses
LT HelpDesk.
Reindex Databases
In the event of an abnormal shut down to the System from power
failure  or hardware malfunction, certain disruptive things may
happen internally  to LT HelpDesk, preventing it from operating
correctly.
If you know there has been a power failure or other abnormal shut
down to the System, you will know to select Reindex Databases when
the System is turned back on.
In some cases, however, you may be unaware of an abnormal shut down.
An indication that something disruptive has happened will be seen  in
the way LT HelpDesk processes records users may be unable  to Find
records that exist or Print reports with accurate information,  etc.
Tip:  Running Reindex Databases periodically optimizes the
performance of  LT HelpDesk. It removes records that have been
flagged for  deletion by the [F5] Delete process.
When you select REINDEX DATABASES, you will be asked the following
question:
Are You Sure You Want To Reindex The Databases? (Y/N)
If you would like to continue, press "Y". The following  question
will appear. Press "N" to return to the Utilities  Menu.
Is Everyone Else Out Of The System? (Y/N)
LT HelpDesk must have exclusive use of each database in order  to
properly reindex it. For this reason, everyone must be out of the
System to complete this process. Answer "Y" if you are the only one
using LT HelpDesk.
All Databases
If you select ALL DATABASES, the System will begin reindexing  every
LT HelpDesk database.
Selective Databases
An index is usually corrupted if power failure or a computer error
occurs while that database is in use. Choose SELECTIVE DATABASES  and
reindex the database or databases that you were using at the time.
Move the highlight bar to the database you want to reindex and press
[Space Bar] to select it. An asterisk will appear in the Selection
column, as shown below. Repeat this process for each database you
wish to reindex. Press [F9] to reindex all selected databases.
Printer Configuration
LT HelpDesk is automatically set up to accommodate six standard
printer configurations for reports and printouts. They are referred
to as System printers. In addition, LT HelpDesk allows  you to add,
edit, and delete printer configurations for other Custom  printers.
Adding Custom Printers
1. If you want to use a printer that is not listed on the Printer
Configuration  Screen, use [F2] Add, and add the printer to the
list. All new printers  are referred to as Custom.
2. When you select [F2], the Printer Configuration Screen changes
to  input mode, as shown below, and waits for you to enter
information.
3. Consult your printer's Manual for the appropriate Compress
code, Reset  Code, Landscape Code, etc.
4. Repeat this process for each printer you want to add. Then edit
and  delete printers as necessary.
Note:  The Printer Configuration Screen allows you to maintain
printer escape  codes for common printers. To utilize these codes
once they have been  entered, use the [Alt]-[P] command and select
the name of the printer  that you want to use. This will not
physically attach your workstation  to the printer, but it will
configure your printouts to print properly  to the current printer.
Use the standard method at your site to attach  to a printer.
System Security
System Security allows Supervisors to set up and maintain the list
of persons authorized to access LT HelpDesk. Only the persons  listed
on the System Security Screen, illustrated below, will be able to
access the System.
In addition, as described in Features, LT HelpDesk provides access on
three different levels. System Security enables Supervisors to
determine who gets to access which options.
When you install LT HelpDesk, there will be three users set  up to
access the System, one for each Access Level: Supervisor, User,  and
Technician. These names are listed without a First Name or Password.
To access the System using one of these names, only enter the Last
Name as it appears on the System Security Screen.
Note:   One of the first things you will need to do after you install
LT HelpDesk will be to add users to the System Security Screen, using
[F2] Add.
Adding Users
[F2] Add allows you to add Users to the System Security Screen.
When you press [F2], the System Security Screen changes to input mode
and awaits your input.
Enter the appropriate information into the corresponding fields.
Access Level is the only field that must be filled (with 1, 2, or 3).
Changing Access Levels
By pressing [Alt]-[S] on the Main Menu, LT HelpDesk allows  you to
change the current Access Level without having to exit the  System.
This gives you the ability to operate LT HelpDesk on  any level.
HELPIDX
System to complete this process. Answer "Y" if you are the  only one
column. Repeat this process for each database you  wish to reindex.
Press [F9] to reindex all selected databases.
HELPPRT
When you select PRINTER CONFIGURATION on the Utilities Menu,  the
following screen appears.
to  input mode, and waits for you to enter information.
HELPSEC
on the System Security Screen, will be able  to access the System.
OPERPROC
OPERATING PROCEDURES FOR LT HELPDESK
====================================
Operating the LT HELPDESK SYSTEM is simple
To begin with, there are really only two things to learn.
1. How do you communicate with the System? (Input Phase)
2. How does the System communicate with you? (Output Phase)
Input Phase
Q.In general, how do you get the System to do what you want?
A.By pressing keys on the keyboard.
Q.How do you find and activate the options you need?
A.By using the arrow keys to highlight options and [ÄÙ] to activate
the highlighted one.
Q.How do you add records, then find, edit, delete, print, or sort
them?
A.By pressing Function Keys F2, then F3, F4, F5, F6, or F7, respect-
ively, throughout the System.  You will also use the standard
typewriter keys, arrow keys and other "Navigational" Keys.
Output Phase
Q.In general, how does LT HELPDESK display  records and instructions?
A.By using the screen on the monitor.
Q.How does LTH allow you to find and select routines?
A.By displaying a list (a menu) of the main modules, from which other
sub-menus and routines can be accessed by using the arrow keys
and [ÄÙ].
Q.How does LT HELPDESK allow you to add and process records?
A.By using computerized forms or lists, called "Processing Screens",
which consist of Input Screens and Display Screens.
Chapter Layout
This chapter begins with the Input Phase and focuses on what actually
happens when you press certain keys on the keyboard.  This is followed
by a discussion on the Output Phase - using Menus, Input Screens, and
Display Screens - which is followed by further operating procedures.
== Using Keys on the Keyboard ==
By using keys on the keyboard you will be able to add records, issue
commands, and ultimately control the operations of the entire System.
LTH actually does the work for you.  All you do is provide it with
information and instructions, using keys on the keyboard.
Four Types of Keys
------------------
* Alphanumeric Keys
* Navigational Keys
* Function Keys
* Special Keys/Hot Keys
- Alphanumeric Keys are standard typewriter keys and are used to enter
text and numbers into the System.
- Navigational Keys are keys which allow you to move the cursor about
the screen and access information in various locations.  They are
used in just about every operation.
For Menus:
[] Moves highlighted bar down one option.
[] Moves highlighted bar up one option.
For Display Mode:
[]    Moves cursor down one entry.
[]    Moves cursor up one entry.
[PgDn] Moves cursor down one page.
[PgUp] Moves cursor up one page.
[End]  Moves cursor to bottom of list.
[Home] Moves cursor to top of list.
For Input or Edit Mode:
[]   Moves cursor forward one field.
[]   Moves cursor backward one field.
[ ]   Moves cursor right one character.
[]   Moves cursor left one character.
[ÄÙ] Moves cursor forward one field.
- Function Keys are keys on keyboards labeled "F1", "F2", etc.  They
are used by many different software programs, to issue the commands
that determine the action(s) taken by the program.  They are the
principle means of getting the System to accomplish your goals.
Function Keys are normally used in conjunction with Processing
Screens, where they are listed at the bottom of the screen and
followed by a brief description - F1 Help.
== Using Function Keys ==
To activate one, simply press the key corresponding to the function you
want to perform.  The System will either complete the selected process
on its own or inform you of what happens next.
Function Keys [F1] through [F7] are standard throughout the System and
are used in many operations.  They allow you to add, edit, delete,
print or perform other "utility"-type functions on records.
In many cases, Function Keys [F8] through [F10] will be available.
These keys provide functions in addition to the standard keys.
This chapter concentrates on the general, System-wide operating proced-
ures of keys [F1] through [F7].
*[F1]Help displays reference information about the current operating
procedures.
When you select [F1], key assignments for Function Keys and
Navigational Keys will appear at the top of the screen; a scrollable
section of text will appear below.
Key(s)                     Purpose
---------------------------------------------------------------------
[Esc]        Deactivates Help and returns you to the previous screen.
[Ctrl]-[Home]Displays full screen of text.
[Ctrl]-[End] Displays Key Guide, with text below.
[O]          Displays standard, System-wide Operating Procedures.
[F6]         Prints Entire Manual or just the Current Module.
Navigational Scrolls through the text, line to line, page to page,
or start to end.
*[F2]Add allows you to add records.
Automatic Sorting
-----------------
Records on the screen are automatically sorted for you, based on the
current sort order, so you may add records at any position on the
screen.  You need not bother with finding a position to insert each
record; LT HelpDesk does it for you.
Entering Records
----------------
When you select [F2], the fields of the Input Screen will be cleared
to provide space for the new record.  The record will become "locked",
so that no one else can access it.  The cursor will be placed in the
first input field, and the System will be waiting for you to begin
entering information.  Enter the appropriate characters into the
corresponding field(s), using the Alphanumeric and Navigational Keys.
----------------------------------------------------------
Alphanumeric  Enters text and numbers into input fields.
[]           Moves cursor forward one field.
[]           Moves cursor backward one field.
[Ä]          Moves cursor right one character.
[Ä]          Moves cursor left one character.
[ÄÙ]         Moves cursor forward one field.
Automatic Defaults
To enable you to by-pass repeatedly entering frequently used
information, some fields on the screen (like "Date" fields) may
default to pre-determined settings.(e.g todays date)
For the most part, you will be able to change defaults after they have
been displayed on screen; occasionally, though, to safe-guard against
record disruption, you will not be able to change (or even access)
some default values.
Input Validations
To assure accuracy in the creation of records, certain fields must be
filled each time you add a record; some fields even require valid,
System-recognized entries.  When you select [PgDn], these entries are
validated by LTH before it stores each record.  If something invalid
is detected you will be notified and informed of what to do.  For more
details about setting up Validations, please refer to the chapter
entitled Validations. Validations will be listed in the chapter
devoted to the operation you are performing.
Processing the Current Record
-----------------------------
The System will wait until you press one of the keys listed at the
bottom of the screen before it will begin processing the current
record.  Until you do so, though, you are free to change or erase any
of your entries, without affecting the System.  As soon as you select
a key, LTH goes to work, performing one of the actions listed below.
Key(s)                                 Purpose
----------------------------------------------------------------------
[Esc] Aborts the current record and returns you to display mode,
without adding the record.   In Continuous Insert (see below),
all records created previously during the current Insert Mode
will be saved.
[PgDn]Validates your entries, then adds the current record to the
System.
Note:
-----
If you are accessing the last field of an Input Screen, any of the
following actions will produce the same result as pressing [PgDn]:
Pressing [PgUp].
Pressing [ÄÙ].
Pressing [].
Pressing [Ä] when the cursor is in the last space.
Entering a character into the last space.
*[F3]Search allows you to search for records.
When you select [F3], you will be asked to enter a search code (a date
or number, etc.) for the record(s) you want to locate.  The type of
search code used is determined by the current sort order (see [F7],
below).  You may enter one or more of the first few characters.  The
first matching record will become the current record.
Alphanumeric Allows you to enter the search code.
[ÄÙ]     Searches for any record(s) matching the entered character(s)
[Esc]     Deactivates Search and returns you to the previous screen.
*[F4]Edit allows you to change records.
Scroll through the list until you highlight the record you want to
edit; then select [F4].  Input Validations and operating procedures
are virtually the same as [F2] Add.  One record is edited for each
[F4] selection.
[Esc]  Cancels any changes just made and returns you to display mode.
All fields will be restored to their original states.
[PgDn] Validates your entries, adds the changes to the System, then
returns you to display mode.
*[F5]Delete allows you to delete records.
delete; then select [F5].  LTH will respond by asking if you are
certain you want to delete the current record.  An answer of "Y"
permanently removes the record; "N" saves it.  One record is deleted
for each [F5] selection.
If associated detail records exist for the current record, you will be
notified and asked whether you still want to delete the record.  A
response of "Y" permanently deletes the record and all related details
*[F6]Print creates a printout of the current record.
print; then select [F6].   When you select [F6], one of two things
will happen:
1. The printout will automatically be sent to the currently set up
printer, and you will return to display mode.
2. If associated detail records exist for the current record, you
will be asked if you would like to have them printed with the
printout.  A response of "Y" prints the current record and the
related details;  "N"  prints only the current record.
Setting Up Printers
-------------------
There are two levels for setting up printers:
a. Personal Printer Configuration, see [Alt]-[S], below.
b. System Printer Configuration, refer to the UTILITIES chapter.
*[F7]Sort allows you to change the order in which records are
displayed on the screen.
When you select [F7] a menu will appear, from which you can change the
current sort order.  In addition, the new Sort Order field(s) will
appear in the left-most column(s).
Sort Orders determine what type of search code is used when you
select [F3] Search.  If records are sorted by Project Number, for
example, when you select [F3], LTH will ask you to enter the Project
Number of the record you want to locate.
*Special Keys is the name used for various combinations of keys, like
[Alt]-[S], whereby you simultaneously press two keys  "Alt" and "S".
Also included in this category is the [Alt]-[T] key.
[Alt]-[C] Creating Change Requests.
This option allows you to enter LTH change requests. See "Change
Requests", below.
*Menus
A menu is a list of options from which you select the operation you
want to perform.  LTH uses menus to show you what options are avail-
able and allow you to quickly and easily access them, with just a
single keystroke.
An example of your menu:
MAIN MENU
ÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄ
³ SERVICE REQUESTS
³ PROJECTS
³ LOOKUP TABLE MENU
³ REPORTS MENU
³ UTILITIES MENU
Use the up or down arrow keys to move from option to option and [ÄÙ]
to activate the highlighted one.  [Esc] moves you backwards through
menus.  On the Main Menu, pressing [Esc] will prompt the box asking
if you want to Exit the System "Y" will take you out of LT HELPDESK
You may enter the first letter of an option name to quickly activate
the first matching option.
*Display Screens
Display Screens allow you to view (not Add, Edit or Delete) records.
They are usually in the form of lists, displaying important details
about a particular group of records.  The "current" record is always
the highlighted record.
Most computer screens appear in display mode first and are, in that
way, considered "Display Screens."  When [F2]Add or [F4]Edit are
selected (if applicable), they change to input mode and are then
considered "Input Screens".
*Input Screens
Input Screens are for adding and processing records.  They are
essentially computerized forms with blanks (called fields), into which
specific information is to be inserted, using the Alphanumeric Keys on
your keyboard.
Use the Navigational Keys to access input fields and Special Keys to
process records.
*Processing Screens
LTH often combines the functions of Input Screens and Display
Screens.  These screens are referred to as "Processing Screens".
There are three types:
* Detail Screens
* Summary Screens
* Detail/Summary Screens
Each has a unique appearance, function, and set of operating proced-
ures.  The idea here is that you will be able to process every record
in the System by using only three types of Processing Screens.  The
types of records may change from module to module, but the operating
procedures stay the same throughout the System.
Like most computer generated screens, including menus, Processing
Screens always appear in display mode first, and you are expected to
initiate and control processes using the Navigational Keys, Function
Keys or Special Keys.
- Detail Screens use the same screen as both an Input Screen and a
Display Screen, detailing one record at a time.
In display mode, Detail Screens function as standard Display Screens
displaying one record at a time and allowing you to quickly find and
view the one(s) you want, using the Navigational Keys or [F3]Search.
When you select [F2]Add or [F4]Edit, the screens change to input
mode and you can add or edit records right on the same screen.
- Summary Screens operate the same way as Detail Screens, only instead
of detailing one record at a time, they contain a summary of related
records.
In display mode, Summary Screens function as standard Display
Screens, displaying several records at a time and allowing you to
quickly find and view the one(s) you want, using the Navigational
Keys or [F3] Search.  When you select [F2]Add or [F4]Edit, the
corresponding Detail Screen will appear, in input mode, waiting for
you to enter information.
- Detail/Summary Screens combine the operations of one Detail Screen
and one Summary Screen.
The Summary Screen at top lists the existing records.  The Detail
Screen at bottom details the record currently highlighted in the
Summary Screen. Use the Navigational Keys to highlight entries in
the Summary Screen and Function Keys to process the highlighted
record.  The Detail Screen is used for [F2]Add or [F4]Edit.
*Help Lists
Help Lists are Display Screens which are used during input mode to
help you select valid information to put into fields of Input Screens.
For example, if you are adding a record and select [PgDn], LTH will
check to make sure certain fields have been filled correctly.  If an
incorrect entry is found, you will be notified and given a Help List,
from which to have the System enter a valid one for you. Help Lists
are simply Validation Screens, reformatted to allow you to select
entries from them.
The System will automatically highlight the closest match to the
invalid entry (if any).   Use the standard Navigational Keys to
highlight other entries and [ÄÙ] to insert the highlighted entry
into the appropriate field.  [F3] Search will allow you to quickly
access an entry.
Instead of typing every single character of long records, it may be
faster and easier to use Help Lists.  Simply enter the information
you want into the screen, leave whatever field(s) you want blank,
then select [PgDn].  If any of the blank fields happen to be
"validated fields," a Help List will appear so you can quickly select
an entry.
*Entering Dates
Dates should be entered in the following format: mm/dd/yy.  If you
enter an invalid date, such as "44" for "dd", you will be notified
and required to enter a valid date before continuing.
Furthermore, the date and time are only as accurate as your computer
system's date and time.
*Screen Save Feature
If you are processing records and have not pressed any key for a while
the screen of your monitor will automatically be cleared and a snake
will move on and off the screen.  This is done to prolong the life of
your monitor.  To restore the screen simply press any key on the
keyboard.
*If A Database File Does Not Contain Records
A database is a normally large file of interrelated records.  When a
database file does not contain any records, though, some Function Keys
on the corresponding Processing Screen will be  inaccessible.  The
message "Database Contains No Records ... Press F2 to Add." will be
displayed at the bottom of the current screen, indicating that some
commands (like [F3] Search or [F4] Edit) are only applicable when
records exist within the database.
To gain access to all available functions, add records by selecting
[F2]Add.
*Creating LT helpdesk Change Requests
LTH is equipped with a self-documenting program whereby users can
request changes to the System.  Frequent users probably will see where
certain routines might be modified to suit their needs better. By
pressing [Alt]-[C] users will be able to enter change requests.
When you select [Alt]-[C], a screen will appear.  The Change Request
screen is a standard Detail/Summary Screen.  You are free to enter any
comments you like; there are no Input Validations.
* ALT-[S] will allow another person to login to LT helpdesk while some-
one is already in the system, If the newuser logins successfully
the main menu is prompted. If the login is unsuccessfull the previous
user is put back where he/she was before the process began.