# $ + K HelpPlus Manager Contents
{bml j_bullet.bmp}Overview
General
{bml j_bullet.bmp}Assigning Rights to Users
{bml j_bullet.bmp}Exiting HelpPlus Manager
{bml j_bullet.bmp}Getting Help
{bml j_bullet.bmp}Knowing When a Trouble Ticket Arrives
{bml j_bullet.bmp}Starting HelpPlus Manager
{bml j_bullet.bmp}Using LAN Support Center
{bml j_bullet.bmp}Using the Status Bar
{bml j_bullet.bmp}Using the Toolbar
Working with Trouble Ticket Databases
{bml j_bullet.bmp}Closing a Trouble Ticket Database
{bml j_bullet.bmp}Creating a New Trouble Ticket Database
{bml j_bullet.bmp}Creating a SQL Server Database
{bml j_bullet.bmp}Deleting a Trouble Ticket Database
{bml j_bullet.bmp}ODBC Notes
{bml j_bullet.bmp}Opening an Existing Trouble Ticket Database
{bml j_bullet.bmp}Printing a Trouble Ticket
{bml j_bullet.bmp}Running Another Program
{bml j_bullet.bmp}Setting Up for Printing
Viewing the Trouble Ticket Database
{bml j_bullet.bmp}Arranging Database Windows
{bml j_bullet.bmp}Displaying Multiple Views of the Same Database
{bml j_bullet.bmp}Refreshing Database Windows
{bml j_bullet.bmp}Searching for Trouble Tickets by Category
{bml j_bullet.bmp}Searching for Trouble Tickets by Sender
{bml j_bullet.bmp}Sorting Trouble Tickets
{bml j_bullet.bmp}Viewing Open and/or Closed Trouble Tickets
Working with Individual Trouble Tickets
{bml j_bullet.bmp}Closing a Trouble Ticket
{bml j_bullet.bmp}Copying a Trouble Ticket
{bml j_bullet.bmp}Deleting a Trouble Ticket
{bml j_bullet.bmp}Entering Resolution Notes
{bml j_bullet.bmp}Reopening a Trouble Ticket
{bml j_bullet.bmp}Selecting a Trouble Ticket
{bml j_bullet.bmp}Showing a Trouble Ticket
Configuring Incoming Trouble Tickets
{bml j_bullet.bmp}Configuring Incoming Trouble Tickets (Overview)
{bml j_bullet.bmp}Deleting Categories
{bml j_bullet.bmp}Setting Up EMail Echoing
{bml j_bullet.bmp}Setting Up New Categories
{bml j_bullet.bmp}Using the Beep as an Alarm
Dialog Boxes
{bml j_bullet.bmp}Dialog Boxes

# $ K + Dialog Boxes
Advanced Configuration Dialog Box
Configure Incoming Tickets Dialog Box
EMail Echo Address Dialog Box
HelpPlus Configuration Options Dialog Box
LAN Support Center Dialog Box
New Category Dialog Box
New Trouble Ticket Database Dialog Box
Open Trouble Ticket Database Dialog Box
Other Files Dialog Box
Print Dialog Box
Print Setup Dialog Box
Resolution Notes Dialog Box
Run Dialog Box
Search by Category Dialog Box
Search by Sender Dialog Box
Trouble Ticket Dialog Box
View Dialog Box 
Workstation Information Dialog Boxes

# $ + K Overview
HelpPlus Manager lets the Help Desk administrator create and maintain a database of Trouble Tickets (problem reports) sent by users of HelpPlus.
HelpPlus Manager uses the Open Database Connectivity (ODBC) API to access the database engine. You have the option of using the Microsoft Access database engine, which is distributed with the HelpPlus package, to build and maintain the Trouble Ticket database. Or you can use SQL Server. (You can also use another database engine if ODBC drivers are available for the database and if the database is capable of supporting HelpPlus’ database types.)
When you install HelpPlus, you can build the Trouble Ticket database as a part of the installation process. Or you can wait and build the database later.
Categories of Trouble Tickets
When a user sends a Trouble Ticket, he or she must assign the Trouble Ticket a category from a list established by the Help Desk administrator.
The primary planning task of the Help Desk administrator is to configure incoming Trouble Tickets. You must set up the Trouble Ticket categories that will be available to HelpPlus users. You can set up categories for applications, departments, special projects, etc.
For each category, you can specify what information about the configuration of the sender's workstation to send with the Trouble Ticket. This information describes how the workstation is configured for DOS, Windows, and/or Network operation.
For each category, you can also specify that copies or notification of Trouble Tickets be sent by EMail to specific users. These users may be specialists assigned to a category of problems or managers who need to be informed of problems reported by their employees. Lotus cc:Mail, Microsoft Mail, and Novell MHS are supported.
Maintaining Trouble Tickets
You can maintain a Trouble Ticket in the database in the following ways:
{bmc bullet.bmp}	View the Trouble Ticket.
{bmc bullet.bmp}	Change the Trouble Ticket's category.
{bmc bullet.bmp}	Enter resolution notes.
{bmc bullet.bmp}	Close the Trouble Ticket.
{bmc bullet.bmp}	Reopen the Trouble Ticket.
{bmc bullet.bmp}	Delete the Trouble Ticket.
Using Multiple Databases
HelpPlus Manager is primarily intended for use with a single Trouble Ticket database. When you use a single database, the task of setting up users to access the database is fully automated.
You also have the option of setting up multiple Trouble Ticket databases. In this case, you must manually set up each user to access the appropriate database. For further information, see ODBC Notes.
LAN Support Center
If you have installed McAfee's LAN Support Center, you can configure HelpPlus Manager to send Trouble Tickets to the LAN Support Center database as well as the Trouble Ticket database. For further information, see Using LAN Support Center.

# $ K + Starting HelpPlus Manager
To start HelpPlus Manager, choose the HelpPlus Manager icon from the HelpPlus group box.
The HelpPlus Manager application window is displayed. Here is a sample window:
{bmc hpmgrsam.bmp}
The HelpPlus Manager application window contains one or more Trouble Ticket database windows. The database window contains summary information about each Trouble Ticket received from a workstation. Each row includes:
{bmc bullet.bmp}	The sender's network ID.
{bmc bullet.bmp}	The date and time the Trouble Ticket was generated.
{bmc bullet.bmp}	The status of the Trouble Ticket--open or closed.
{bmc bullet.bmp}	The category of the Trouble Ticket.
{bmc bullet.bmp}	A brief description of the problem reported in the Trouble Ticket.
Related Topics
Using the Toolbar
Using the Status Bar

# $ K + Using the Toolbar
The Toolbar is a row of buttons representing frequently used HelpPlus Manager commands.  Instead of using the menus, you can choose a Toolbar button to execute a command.
You can toggle the display of the Toolbar on and off by choosing the Toolbar command from the Options menu.
Toolbar Buttons
Button	Description	
{bmc new.bmp}	Creates a new Trouble Ticket database. See Creating a New Trouble Ticket Database.	
 {bmc open.bmp}	Opens an existing Trouble Ticket database. See Opening an Existing Trouble Ticket Database.	
{bmc run.bmp}	Runs an application. See Running Another Program.	
 {bmc sortdate.bmp}	Sorts the Trouble Ticket database by date and time. See Sorting Trouble Tickets.	
{bmc sortsend.bmp}	Sorts the Trouble Ticket database by sender. See Sorting Trouble Tickets.	
 {bmc sortcat.bmp}	Sorts the Trouble Ticket database by category. See Sorting Trouble Tickets.	
 {bmc showtt.bmp}	Shows the contents of the selected Trouble Ticket. See Showing a Trouble Ticket.	
{bmc close.bmp}	Closes or reopens the selected Trouble Ticket(s). See Closing a Trouble Ticket and Reopening a Trouble Ticket.	
 {bmc delete.bmp}	Deletes the selected Trouble Ticket(s). See Deleting a Trouble Ticket.	
{bmc copy.bmp}	Copies the selected Trouble Ticket to the Windows clipboard. See Copying a Trouble Ticket.	
 {bmc newwin.bmp}	Opens a new database window, providing an additional view of the Trouble Ticket database. See Displaying Multiple Views of the Same Database.	
{bmc cascade.bmp}	Cascades database windows--arranges them in an overlapping stair-step pattern. See Arranging Database Windows.	
 {bmc tile.bmp}	Tiles database windows--arranges them in a non-overlapping tile-like pattern. See Arranging Database Windows.	
 {bmc icon.bmp}	Arranges the icons at the bottom of the HelpPlus Manager application window. See Arranging Database Windows.	
 {bmc refresh.bmp}	Refreshes the information displayed in the database window. See Refreshing Database Windows.	
{bmc print.bmp}	Prints the contents of the selected Trouble Ticket. See Printing a Trouble Ticket.	
 {bmc help.bmp}	Displays the Contents of the HelpPlus Manager online help. See Getting Help.	

# $ K + Using the Status Bar
The Status Bar appears at the bottom of the HelpPlus Manager application window. The Status Bar looks like this.
{bml statbar.bmp}
The Status Bar tells you how many items are currently selected in the Trouble Ticket database.
When a menu is displayed or Toolbar button pressed, the Status Bar provides a description of the currently selected item.
The Status Bar also indicates when the Caps Lock, Num Lock, or Scroll Lock key is on.
You can toggle the display of the Status Bar on and off by choosing the Status Bar command from the Options menu.

# $ K + Knowing When a Trouble Ticket Arrives
When a Trouble Ticket is received and added to the Trouble Ticket database, you are notified in one of the following ways:
{bmc bullet.bmp}	If the HelpPlus Manager window is open and active, a message box notifies you of the new Trouble Ticket.
{bmc bullet.bmp}	If the HelpPlus Manager is open but inactive, the frame of the HelpPlus Manager window flashes.
{bmc bullet.bmp}	If the HelpPlus Manager is running minimized (iconized), the HelpPlus Manager icon flashes.
You can also configure HelpPlus Manager to beep when a Trouble Ticket arrives. See Using the Beep as an Alarm.

# $ K + Exiting HelpPlus Manager
To exit HelpPlus Manager, choose the Exit command from the File menu.

# $ K + Getting Help
HelpPlus Manager provides extensive Help that describes how to configure and maintain individual Trouble Tickets and the database that contains them.
To display the Table of Contents for the HelpPlus Manager Help, choose Contents from the Help menu or choose the following button from the Toolbar:
	{bmc help.bmp}.
To search an index of HelpPlus Manager keywords, choose Search for Help On from the Help menu.
For information on Microsoft Windows Help, choose How to Use Help from the Help menu.
For the version number of the product and copyright information, choose About from the Help menu.
Context Sensitive Help
When you request context-sensitive Help, HelpPlus Manager displays a particular Help topic, based on your current activity.  Context-sensitive Help is provided for each HelpPlus Manager dialog box. For Help on the current dialog box, choose the Help button.

# $ K + Creating a SQL Server Database
Before you can create a Trouble Ticket database in a SQL environment, you must create the physical SQL Server database that is to contain the Trouble Ticket information.
To create a SQL Server database: 
1.	Create a physical empty database on the SQL Server machine.
2.	Create a HelpPlusSYS user ID with Olympics as the password. For guidance, see the script sqlservr.sql, which is in the same directory as HelpPlus Manager.
3.	Install the ODBC driver for SQL Server.
After creating the SQL Server database, you can proceed with the creation of the Trouble Ticket database as described in Creating a New Trouble Ticket Database.
Note: To drop a SQL Server database, use the sample script drophelp.sql as a guide.

# $ K + Creating a New Trouble Ticket Database
When you install HelpPlus Manager, you can create a Trouble Ticket database as an integral part of the installation procedure.
After installation, you can also create a new Trouble Ticket database.
To create a new Trouble Ticket database:
1.	Choose the New command from the File menu or choose the following button from the Toolbar:
	{bmc new.bmp}
	The New Trouble Ticket Database dialog box is displayed.
2.	Enter the name of the database.
3.	Select the ODBC driver. Access is installed with HelpPlus. SQL Server is also supported if you have installed the driver and created a database as described in Creating a SQL Server Database.
4.	Specify whether to configure all workstations to send Trouble Tickets to this database. If you have one Trouble Ticket database, you should choose this option. If you want to set up multiple databases, see ODBC Notes.
5.	Choose the OK button.
Trouble-Shooting Note: Before you can create an Access database, the following entry must be in the autoexec.bat file on the machine where HelpPlus Manager is installed.
	SHARE /L:500
The Share program resides in the DOS directory. It is assumed that the DOS directory is on the path. The SHARE statement must be after the PATH statement and before any statement that starts Windows.
Also the following entry must be in the config.sys file:
	FILES=50
Related Topic
{bml j_bullet.bmp}Deleting a Trouble Ticket Database

# $ K + Opening an Existing Trouble Ticket Database
When you start HelpPlus Manager, the database windows that were open the last time you used the program are reopened.
If you need to open another Trouble Ticket database:
1.	Choose the Open command from the File menu or choose the following button from the Toolbar:
	{bmc open.bmp}
	The Open Trouble Ticket Database dialog box is displayed.
2.	Select the database you want to open.
3.	Choose the OK button.
If you want to open another window so that you can have a different view of the same database, see Displaying Multiple Views of the Same Database.

# $ K + Closing a Trouble Ticket Database
To close the database (or current database if you have more than one open), choose the Close command from the File menu (or from the Control Menu of the current database). 

# $ K + Deleting a Trouble Ticket Database
To delete a Trouble Ticket database:
{bmc bullet.bmp}	Use the ODBC option on the Windows Control Panel to delete the ODBC links for the database.
{bmc bullet.bmp}	If the database is an Access database, delete the database files from the HelpPlus\DATABASE directory.
	If the database is a SQL Server database, adapt and run the script drophelp.sql, which is installed with HelpPlus Manager.

# $ K + Assigning Rights to Users
HelpPlus users must have the following rights to the HelpPlus\DATABASE directory:
{bmc bullet.bmp}	Create Directory/File
{bmc bullet.bmp}	Erase Directory/File
{bmc bullet.bmp}	File Scan
{bmc bullet.bmp}	Modify Directory/File
{bmc bullet.bmp}	Read From File
{bmc bullet.bmp}	Write To File
Use the appropriate network software to assign these rights.
Note: This directory is created if you create a Trouble Ticket database as an Access database.

# $ K + Using LAN Support Center
If you have installed McAfee's LAN Support Center, you can configure HelpPlus Manager to send Trouble Tickets to the LAN Support Center database as well as the Trouble Ticket database.
To configure HelpPlus Manager to send Trouble Tickets to the LSC database:
1.	Choose the LAN Support Center command from the File menu.
	The LAN Support Center dialog box is displayed.
2.	Enter the path to the LAN Support Center database in the text box.
	OR
	Choose the Browse button and use the Browse dialog box to interactively select the path.
3.	Choose the OK button.
Note: To turn off support for LAN Support Center, clear the text box and choose OK.
LAN Support Center uses the Novell Btrieve Record Manager as its record manager.  For more information on configuring Btrieve for use with LAN Support Center, refer to the following:
•	“Btrieve Configuration Options” in Chapter 2 of the Using LAN Support Center guide.
•	Appendix D, “Using Brequest”, in the Using LAN Support Center guide.
•	The readme file provided with LAN Support Center.

# $ K + Printing a Trouble Ticket
You can print the contents of a Trouble Ticket by using either the File/Print command or the Print button in the Trouble Ticket dialog box.
To print the contents of a Trouble Ticket:
1.	Select the desired Trouble Ticket from the database window.  (If multiple Trouble Tickets are selected, the first selected Trouble Ticket is acted upon.) Then choose the Print command from the File menu or choose the following button from the Toolbar:
	{bmc print.bmp}
	OR
	Choose the Print Button from the Trouble Ticket dialog box.
	The Print dialog box is displayed.
2.	If you want to change the printer or printer settings, choose the Setup button and see Setting Up for Printing.
3.	Change these print options as desired:  Print Quality (depending on your printer) Copies, and Collate Copies.
4.	Choose OK.
Note: The only available Print Range is all of the contents of the Trouble Ticket.

# $ K + Setting Up for Printing
To set up your printer:
1.	Choose the Print Setup command from the File menu.
	OR
	Choose the Setup button from the Print dialog box.
	The Print Setup dialog box is displayed.
2.	Select the default printer or another specific printer.
3.	Select the orientation of the paper--portrait or landscape.
4.	Select the desired paper size and source, depending on your printer.
5.	If you want to change the settings for your printer, choose the Options button.  One or more dialog boxes specific to your printer will be displayed.
6.	Choose OK.

# $ K + Running Another Program
To start an application from HelpPlus Manager:
1.	Choose the Run command from the File menu or choose the following button from the Toolbar:
	{bmc run.bmp}
	The Run dialog box is displayed.
2.	Enter the command to execute--file name of the program and optionally the path to the file.
	OR
	Choose the Browse button and use the Open dialog box to interactively select the path and file name.
3.	Optionally enter a directory to change to when the program starts.
4.	Indicate whether to run the program minimized.
5.	Choose the OK button.

# $ K + Viewing Open and/or Closed Trouble Tickets
To limit the database window to open Trouble Tickets, choose the Open Tickets Only command from the View menu.
To limit the database window to closed Trouble Tickets, choose the Closed Tickets Only command from the View menu.
To display both open and closed Trouble Tickets, choose the Both Open and Closed command from the View menu.
Hint: You can combine the display of open and/or closed Trouble Tickets with searches by sender and category to further limit the display of Trouble Tickets in the database window.
Related Topics
Searching for Trouble Tickets by Sender
Searching for Trouble Tickets by Category

# $ K + Searching for Trouble Tickets by Sender
To limit the database window to Trouble Tickets from a particular sender:
1.	Choose the Search by Sender command from the View menu.
	The Search by Sender dialog box is displayed.
2.	Enter the sender's identifying information, which appears in the From box in the HelpPlus Trouble Ticket dialog box. This is usually the sender's network ID. The DOS wildcard * is supported.
	Note: To ensure finding a match, put the wildcard character (*) at the beginning and end of the sender's identifying information. Additional descriptive information may have been appended to the sender's network ID in the database.
3.	Choose OK.
If a search criterion is selected in the Search by Sender dialog box, the Search by Sender command in the View menu has a check mark next to it.
Undoing the Search: To display the Trouble Tickets for all senders, enter * or nothing in the Search by Sender dialog box and choose OK.
Hint: You can combine the display of open and/or closed Trouble Tickets with searches by sender and category to further limit the display of Trouble Tickets in the database window.
Related Topics
Viewing Open and/or Closed Trouble Tickets
Searching for Trouble Tickets by Category

# $ K + Searching for Trouble Tickets by Category
To limit the database window to Trouble Tickets of a particular category:
1.	Choose the Search by Category command from the View menu.
	The Search by Category dialog box is displayed.
2.	Select the desired category.
3.	Choose OK.
If a specific category is selected in the Search by Category dialog box, the Search by Category command in the View menu has a check mark next to it.
Undoing the Search: To display the Trouble Tickets for all categories, select All Categories from the Search by Category dialog box and choose OK.
Hint: You can combine the display of open and/or closed Trouble Tickets with searches by sender and category to further limit the display of Trouble Tickets in the database window.
Related Topics
Viewing Open and/or Closed Trouble Tickets
Searching for Trouble Tickets by Sender

# $ K + Sorting Trouble Tickets
You can sort Trouble Tickets by date/time, sender, or category.
To sort Trouble Tickets by...	Choose this command from the View menu...	Or this command from the Toolbar	
Date/Time (most recent first)	Sort by Date/Time	{bmc sortdate.bmp}	
Category	Sort by Category	{bmc sortcat.bmp}	
Sender	Sort by Sender	{bmc sortsend.bmp}	

# $ K + Displaying Multiple Views of the Same Database
HelpPlus Manager lets you have several views of the Trouble Ticket database open at the same time. For example, you may want to display a view of the database in which only open Trouble Tickets are visible and another view of the database in which the closed Trouble Tickets are shown.
Each view of the database is contained in a database window.  Database windows can be moved, resized, maximized to fill the entire screen, minimized to an icon, or restored.
To open a new window to contain another view of the database, choose the New Window command from the Window menu or choose the following button from the Toolbar:
	{bmc newwin.bmp}
The names of the currently open database windows are displayed at the bottom of the Window menu. To switch to another open database window:
{bmc bullet.bmp}	Choose the window name from the Window menu.
	OR
{bmc bullet.bmp}	Click inside the window.
	OR
{bmc bullet.bmp}	Hold the [Ctrl] key down and press [Tab].

# $ K + Refreshing Database Windows
The Trouble Ticket database is queried every 60 seconds for new Trouble Tickets and the display refreshed if necessary. However, you can see the most recent data immediately by choosing the Refresh command from the Window menu or by choosing the following button from the Toolbar:
	{bmc refresh.bmp}
When you close or reopen a Trouble Ticket, the database display is updated immediately.

# $ K + Arranging Database Windows
To display the database windows in a stair-step arrangement, choose the Cascade command from the Window menu or choose the following button from the Toolbar:
	{bmc cascade.bmp}
To display the database windows in a tiled arrangement, choose Tile from the Window menu or choose the following button from the Toolbar:
	{bmc tile.bmp}
To neatly arrange the icons of minimized database windows at the bottom of the HelpPlus Manager window, choose Arrange Icons from the Window menu or choose the following button from the Toolbar:
	{bmc icon.bmp}

# $ K + Selecting a Trouble Ticket
You select Trouble Tickets from the database window.
To select a Trouble Ticket, click on the row containing the Trouble Ticket.
You can select multiple Trouble Tickets by clicking on each Trouble Ticket you want to select.
A Trouble Ticket remains selected until you deselect it by clicking on it.

# $ K + Showing a Trouble Ticket
To display the contents of a Trouble Ticket:
{bmc bullet.bmp}	Double-click on the desired Trouble Ticket.
	OR
{bmc bullet.bmp}	Select the Trouble Ticket you want to display and choose the Show command from the Ticket menu. (If multiple Trouble Tickets are selected, the first selected Trouble Ticket is used.)
	OR
{bmc bullet.bmp}	Select the Trouble Ticket you want to display and choose the following button from the Toolbar:
	{bmc showtt.bmp}
The Trouble Ticket dialog box is displayed. You can use this dialog box to:
{bmc bullet.bmp}	Review the Trouble Ticket.
{bmc bullet.bmp}	Change the category of the Trouble Ticket. Select a new category from the Category list box.
{bmc bullet.bmp}	Enter resolution notes as described in Entering Resolution Notes.
{bmc bullet.bmp}	Print the Trouble Ticket as described in Printing a Trouble Ticket.
{bmc bullet.bmp}	View DOS, Windows, or Network information for the sender's workstation at the time Trouble Ticket was sent. Choose the DOS, Windows, or Network button, to display the Workstation Information dialog boxes. Note: The Workstation Information topics are contained in another Windows Help file. To return to this topic, you must press the Back button at the top of the Help window or press the History button and choose "HELPPMAN:Showing a Trouble Ticket" from the list.
{bmc bullet.bmp}	View any other text files or run any program files that were sent with the Trouble Ticket. Choose the Other Files button to display the Other Files dialog box.
Choose the OK button when you have finished using the Trouble Ticket dialog box to enter resolution notes or change the category.

# $ K + Entering Resolution Notes
You can enter and maintain notes about a particular Trouble Ticket. Since these are usually notes pertaining to the resolution of the problem reported in the Trouble Ticket, they are called resolution notes.
To enter or update resolution notes for a Trouble Ticket:
1.	Display the contents of the Trouble Ticket:
{bmc bullet.bmp}	Double-click on the desired Trouble Ticket.
	OR
{bmc bullet.bmp}	Select the Trouble Ticket you want to display and choose the Show command from the Ticket menu. (If multiple Trouble Tickets are selected, the first selected Trouble Ticket is used.)
	The Trouble Ticket dialog box is displayed.
2.	Choose the Resolution Notes button. The Resolution Notes dialog box is displayed.
3.	Enter any notes pertaining to the Trouble Ticket. You can edit the text as you would in any basic Windows text editor. Use the scrollbar to scroll up and down as needed.
4.	Choose  the OK button to return to the Trouble Ticket dialog box.

# $ K + Closing a Trouble Ticket
To close one or more open Trouble Tickets:
1.	Select the Trouble Ticket(s) you want to close.
2.	Choose the Close Ticket(s) command from the Ticket menu or choose the following button from the Toolbar:
	{bmc close.bmp}
3.	Answer Yes when asked to confirm the action.

# $ K + Reopening a Trouble Ticket
You can reopen Trouble Tickets you have closed.
To reopen one or more closed Trouble Tickets:
1.	Select the Trouble Ticket(s) you want to reopen.
2.	Choose the Re-Open Ticket(s) command from the Ticket menu or choose the following button from the Toolbar:
	{bmc close.bmp}
3.	Answer Yes when asked to confirm the action.

# $ K + Deleting a Trouble Ticket
To delete one or more Trouble Tickets:
1.	Select the Trouble Ticket(s) you want to delete.
2.	Choose the Delete Ticket(s) command from the Ticket menu or choose the following button from the Toolbar:
	{bmc delete.bmp}
3.	Answer Yes when asked to confirm the deletion(s).

# $ K + Copying a Trouble Ticket
You can copy a Trouble Ticket as text to the Windows clipboard and paste it in another Windows application, such as a desktop publishing system.
To copy a Trouble Ticket to the clipboard:
1.	Select the Trouble Ticket you want to copy. (If multiple Trouble Tickets are selected, the first selected Trouble Ticket is used.)
2.	Choose the Copy Ticket command from the Ticket menu or choose the following button from the Toolbar:
	{bmc copy.bmp}

# $ K + Configuring Incoming Trouble Tickets
When you configure incoming Trouble Tickets, you establish what information is to be sent with the Trouble Ticket and what users (if any) will receive copies of the Trouble Ticket. A separate configuration can be set up for each category of Trouble Ticket. As the HelpPlus Manager administrator, you can set up as many different categories as you consider necessary.
To configure incoming Trouble Tickets, choose the Configure Incoming Tickets command from the Options menu. The Configure Incoming Tickets dialog box is displayed.
Use this dialog box to:
{bmc bullet.bmp}	Create new categories for Trouble Tickets. See Setting Up New Categories.
{bmc bullet.bmp}	Delete categories of Trouble Tickets. See Deleting Categories.
{bmc bullet.bmp}	Determine what information is to be sent with the Trouble Ticket for the selected category. To send workstation configuration information, check the DOS, Windows, and/or Network options on.
	You can send additional information, such as specified sections of the sender's WIN.INI file, complete text files, and program files. You can also specify that a particular program be executed on the sender's workstation when a Trouble Ticket is sent. See Advanced Configuration dialog box.
{bmc bullet.bmp}	Set up EMail echoing for the selected category. EMail echoing delivers a copy of the Trouble Ticket to specific users (usually experts who are responsible for solving the problem or manager who needs to know about the problem). See Setting Up EMail Echoing.
When you have finished configuring incoming Trouble Tickets, choose the OK button.

# $ K + Setting Up New Categories
When you set up a category, you can make up a name, use the description of an executable file (or other file), or use the file name of an executable file (or other file). Before setting up categories, review the Overview.
To set up a new category:
1.	Choose the Configure Incoming Tickets command from the Options menu.
	The Configure Incoming Tickets dialog box is displayed.
2.	Choose the New button.
	The New Category dialog box is displayed.
3.	Enter the name of the new category.
	OR
	Choose the Browse button and use the Browse dialog box, to interactively select an executable (.EXE) file (or other file). If the file has a description associated with it (in the file header), the description is inserted in the Category box. Otherwise the file name is inserted in the Category box.
4.	Choose OK.
Mouse Shortcut:  Instead of Step 1, you can drag a file from the File Manager window over the Configure Incoming Tickets dialog box. When you drop the file, the New Category dialog box is displayed with the description of the file in the Category Name box. If the file does not have a description, the file name is inserted in the Category Name box.
Technical Note: When you set up a category for an executable file, both the description and module name (retrieved from the file header) are used to name the category. If you attempt to add a category whose description or module name already exists in the database, the new category is rejected.
Related Topic
Configuring Incoming Trouble Tickets

# $ K + Deleting Categories
To delete a category:
1.	Choose the Configure Incoming Tickets command from the Options menu.
	The Configure Incoming Tickets dialog box is displayed.
2.	Select the category to be deleted from the Category list box.
3.	Choose the Delete button.
4.	When prompted to confirm the deletion, answer Yes.
Caution: When you delete a category, the information associated with the category, such as EMail Echoing and Other Files, is deleted. The actual Trouble Tickets are retained.
Note: You cannot delete the (General) category.
Related Topic
Configuring Incoming Trouble Tickets

# $ K + Setting Up EMail Echoing
EMail echoing involves sending a copy of a Trouble Ticket to specific predefined users. These users may be specialists whose duties are to correct the problems reported in Trouble Tickets or managers who need to know that an employee's workstation has a problem. You can set up a specific EMail echoing profile for each Trouble Ticket category.
To set up EMail echoing:
1.	Choose the Configure Incoming Tickets command from the Options menu.
	The Configure Incoming Tickets dialog box is displayed.
2.	Select the desired category from the Category list box.
3.	If the category is (General), the two options under EMail Echoing are grayed. Proceed to the next step.
	If the category is anything other than (General), you must select one of the following:
{bmc bullet.bmp}	To use the same EMail echoing as the (General) category. If you make this selection, you have finished setting up EMail echoing for this category and can skip the remaining steps.
	OR
{bmc bullet.bmp}	To set up EMail echoing specific to this category. Proceed to the next step.
4.	Choose the Address(es) button.
	The EMail Echo Address dialog box is displayed. This dialog lets you identify the users to whom copies of the Trouble Tickets are to be sent. You can define users of Lotus cc:Mail, Microsoft Mail, and Novell MHS.
5.	Click on the Mailbox symbol for the desired mail system. A list of the users of that system is displayed.
6.	Select the users you want to be recipients of copies of the Trouble Tickets. The selected users are added to the Recipient Address(es) box.
7.	For each recipient:
{bmc bullet.bmp}	Indicate whether the sender of the Trouble Ticket is to be notified when the recipient opens the EMail message regarding the Trouble Ticket.
{bmc bullet.bmp}	Indicate whether the recipient is to receive notification that the Trouble Ticket exists in the database or the complete text of the Trouble Ticket. For a more detailed description of these two choices, see EMail Echo Address dialog box.
8.	When you have finished defining recipients, choose the OK button to return to the Configure Incoming Tickets dialog box.
Related Topics
EMail Echoing Flowchart
Configuring Incoming Trouble Tickets

# $ K + EMail Echoing Flowchart
This flow chart summarizes the major tasks and decisions involved in setting up EMail echoing:
{bmc echo.bmp}

# $ K + Using the Beep as an Alarm
If you want your computer to Beep when an incoming Trouble Ticket is added to the Trouble Ticket database, choose the Beep command from the Options menu.

# $ K + New Trouble Ticket Database Dialog Box
Use this dialog box to define a new Trouble Ticket database.
Choose this...	To do this...	
Name	Enter a name for the database. The name can contain upper- and lowercase letters, numbers, special characters, and spaces. The name cannot begin with a number. This name becomes the ODBC Data Source Name and Description.	
ODBC Database Driver	Choose the ODBC driver. The Microsoft Access driver is installed with HelpPlus. HelpPlus also supports SQL Server, provided you have installed the SQL Server driver and built a SQL Server database, as described in Creating a SQL Server Database.	
Configure ALL stations to direct Trouble Tickets to this database	Send Trouble Tickets from all workstations to this database. If you have one Trouble Ticket database, you should choose this option.
Choosing this option causes an ODBC.INI file to be created for any new HelpPlus user or updated for any existing HelpPlus user. For further information, see ODBC Notes.	

Related Topic
Creating a New Trouble Ticket Database

# $ K + Open Trouble Ticket Database Dialog Box
Use this dialog box to open an existing Trouble Ticket database.
Choose this...	To do this...	
Installed ODBC Data Sources	Select the Trouble Ticket database you want to open.	

Related Topic
Opening an Existing Trouble Ticket Database

# $ K + Print Dialog Box
Use this dialog box to print the contents of the current Trouble Ticket. 
Choose this...	To do this...	
Printer	This area displays the currently selected printer.	
Setup	Display the Print Setup dialog box, which lets you select another printer or change the settings of the current printer.	
Print Range	This option is always set to All, which prints the entire Trouble Ticket.	
Print Quality	Select the desired print quality. The available choices depend on the type of printer currently selected.	
Copies	Enter the number of copies you want to print.	
Collate Copies	Collate multiple copies of the Trouble Ticket. 	
Note: This dialog box is also used to print a text file sent with a Trouble Ticket.

Related Topic
Printing a Trouble Ticket

# $ K + Print Setup Dialog Box
Use this dialog box to select another printer or change the printer settings.
Choose this...	To do this...	
Printer	Select the default printer or another installed printer. The list box displays all installed printers.	
Orientation	Select the paper orientation--portrait or landscape.	
Paper Size	Select the paper size. The choices depend upon the type of printer.	
Paper Source	Select the source of the paper being fed into the printer. The choices depend upon the type of printer.	

Related Topic
Setting Up for Printing

# $ K + Run Dialog Box
Use this dialog box to specify an application to run.
Choose this...	To do this...	
Command	Enter the path and file name of the program you want to run.	
Browse	Display the Open dialog box, which lets you interactively select the path and file name of the program you want to run.	
Change Directory	Optionally enter a directory to make current when you run this program.	
Run Minimized	Check this box on to run the application as an icon.	

Related Topic
Running Another Program

# $ K + Search by Sender Dialog Box
Use this dialog box to limit the database display to Trouble Tickets from a particular sender.
Choose this...	To do this...	
Please specify Sender Search Value	Enter the sender's identifying information, which appears in the From box in the HelpPlus Trouble Ticket dialog box. This is usually the sender's network ID.
The DOS wildcard * is supported. For example, if you have senders with the IDs ENGARP, ENGBAL, and ENGMOR, and enter ENG* as the search value, the Trouble Tickets from all three senders will be displayed.
Note: To ensure finding a match, put the wildcard character (*) at the beginning and end of the sender's identifying information. Additional descriptive information may have been appended to the sender's network ID in the database.	

Related Topic
Searching for Trouble Tickets by Sender

# $ K + Search by Category Dialog Box
Use this dialog box to limit the database display to Trouble Tickets of a particular category.
Choose this...	To do this...	
Select Category	Select the category for which you want to see Trouble Tickets. Select All Categories to display all Trouble Tickets of any category.	

Related Topic
Searching for Trouble Tickets by Category

# $ K + Trouble Ticket Dialog Box
Use this dialog box to view individual Trouble Tickets and related information, update the category of the Trouble Ticket, and enter resolution notes.
Item	Description	
From	Displays the identifying information for the sender of the Trouble Ticket. This information originates in the From box in the HelpPlus Trouble Ticket dialog box. It is usually the sender’s network ID.	
Date/Time	Displays the date and time the Trouble Ticket was sent.	
Status	Displays Open or Closed.	
Resolution Notes button	Press this button to display the Resolution Notes dialog box, which lets you enter notes about the resolution of the problem reported by the Trouble Ticket.	
Category	Displays the category the sender assigned the Trouble Ticket to. You can select a different category.
Note: If the Trouble Ticket was generated in response to a General Protection Fault (GPF) in an application and the application's description has been set up as a category, the category defaults to the application description. Similarly, when HelpPlus is running in Attach mode, the category defaults to the application description if one has been defined. For an explanation of Attach mode, see Running HelpPlus.	
Problem	Displays a brief description of the problem.	
Description	Displays a detailed description of the problem.
Note: If the Trouble Ticket was generated in response to a General Protection Fault (GPF) and Dr. Watson was running at the time of the failure, the description contains Dr. Watson information.	
DOS, Windows, and Network buttons	Choose these buttons to display DOS, Windows, or Network information about the workstation. The buttons display the Workstation Information dialog boxes. 
Help Navigation Note: The Workstation Information topics are contained in another Windows Help file. To return to this topic, you must press the Back button at the top of the Help window or press the History button and select "HELPPMAN:Trouble Ticket Dialog Box" from the list.	
Other Files button	Press this button to display the Other Files dialog box which lets you view text files or run program files sent with the Trouble Ticket.	
Print	Press this button to display the Print dialog box, which lets you print the contents of the Trouble Ticket. 	

Related Topic
Showing a Trouble Ticket

# $ K + Resolution Notes Dialog Box
Use this dialog box to enter resolution notes about the problem reported in the Trouble Ticket. This dialog box is displayed when you choose the Resolution Notes button in the Trouble Ticket dialog box.
Item	Description	
Edit box	Enter any notes pertaining to the resolution of the problem indicated in the Trouble Ticket.
You can edit the text as you would in any basic Windows text editor. Use the scrollbar to scroll up and down as needed.	

Related Topic
Entering Resolution Notes

# $ K + Other Files Dialog Box
Use this dialog box to view text files or run programs that were sent with the Trouble Ticket. This dialog box is displayed when you choose the Other Files button in the Trouble Ticket dialog box.
Choose this...	To do this...	
Files	Select the file you want to view or program you want to run.	
View	Display the View dialog box, which lets you review and print the selected text file.	
Run	Run the selected program.	
Save As	Display the Save As dialog box, which lets you save the selected text or program file under another name.	
Close	Exit this dialog box.	

# $ K + Configure Incoming Tickets Dialog Box
Use this dialog box to configure incoming Trouble Tickets for a specific category and to add and delete categories.
Choose this...	To do this...	
Category	Select the category you want to configure incoming Trouble Tickets for.	
New button	Display the New Category dialog box, which lets you create a new category of Trouble Tickets.	
Delete button	Delete the selected category.
Caution: When you delete a category, the information associated with the category, such as EMail Echoing and Other Files, is deleted. The actual Trouble Tickets are retained.	
DOS Information	Send DOS workstation configuration information with Trouble Tickets.	
Windows Information	Send Windows workstation configuration information with Trouble Tickets.
Note: To send WIN.INI information, you must choose the Advanced button. 	
Network Information	Send Network workstation configuration information with Trouble Tickets.	
Advanced button	Display the Advanced Configuration dialog box, which lets you specify sections of the sender's WIN.INI file, complete text files, and program files to send with the Trouble Ticket. You can also specify that a particular program be executed on the sender's workstation when a Trouble Ticket is sent.	
EMail Echoing	If the selected category is (General), these check boxes are grayed. If any other category is selected, you must decide whether to use the same EMail echoing as the (General) category or set up specific EMail echoing for the selected category.	
Address(es)	Display the EMail Echo Address dialog box, which lets you set up EMail echoing for the selected category. EMail echoing delivers a copy of the Trouble Ticket to specific users (usually experts who are responsible for solving the problem or managers who need to know about the problem).	

Related Topic
Configuring Incoming Trouble Tickets

# $ K + New Category Dialog Box
Use this dialog box to specify the name of a new category of Trouble Tickets. This dialog box is displayed when you choose the New button in the Configure Incoming Tickets dialog box or drag a program icon from File Manager and drop it on the Configure Incoming Tickets dialog box.
Choose this...	To do this...	
Category Name	Enter the name of the category.	
Browse	Displays the Browse dialog box, which lets you interactively select an executable (.EXE) file (or other file). If the file has a description associated with it (in the file header), the description is inserted in the Category box. Otherwise, the file name is inserted in the Category Name box.	

Related Topic
Setting Up New Categories

# $ K + Advanced Configuration Dialog Box
Use this dialog box to specify what other information is to be sent with the Trouble Ticket.
Item	Description	
Category	This item displays the selected category.	
WIN.INI Contents	Specify whether the contents of the sender's WIN.INI file should accompany the Trouble Ticket.	
Sections	If you check the WIN.INI Contents box on, you can specify that only certain section of the WIN.INI file be sent with the Trouble Ticket. Choose the Section button; then select the desired sections from the WIN.INI Sections dialog box. The sections you have selected are displayed in the Sections list box. Brackets [ ] around a section name indicate an optional entry.
If (All) is the first entry in the Sections list box in the Advanced Configuration dialog box, the entire WIN.INI file is sent, regardless of any other sections that may be in the list.
Note: The sections in the list box are not guaranteed to correlate with each sender's WIN.INI file. They are the sections of the current user's WIN.INI file. 	
Other Files	Enter the path and file name of any text or program files you want to send with the Trouble Tickets.	
Execute Command	Enter the path and file name of any program you want to execute on the sender's workstation after the Trouble Ticket is generated.	

Related Topic
Configuring Incoming Trouble Tickets

# $ K + EMail Echo Address Dialog Box
Use this dialog box to set up specific users to receive copies of Trouble Tickets via EMail. These users might be specialists who are responsible for correcting the problem or managers who need to be kept informed of problems with workstations.
Remember: You can set up separate EMail echoing for each Trouble Ticket category using the Configure Incoming Tickets dialog box.
Choose this...	To do this...	
{bmc mailbox.bmp}	Display a list of the users of the particular EMail system--Lotus cc:Mail, Microsoft Mail, or Novell MHS. You can select one or more users from the EMail dialog box.	
Activity/Notify Only	Send the user notification that a Trouble Ticket was generated. This notification includes an HPM file, which identifies the specific Trouble Ticket.	
	Note: If the user has access to HelpPlus Manager and the extension HPM is mapped to HelpPlus Manager in the [Extensions] section of the user's WIN.INI file, the user can display the Trouble Ticket. To do this, the user runs the HPM file using the facilities of his/her EMail system or File Manager. (The mapping of the HPM extension in the WIN.INI file occurs during setup.)	
Activity/Complete Copy of Ticket	Send the user a text file containing the entire Trouble Ticket (including any DOS, Windows, or Network information sent with the ticket).	
Return Receipt	Notify the sender of the Trouble Ticket when the user opens the EMail message pertaining to Trouble Ticket.	

Related Topic
Setting Up EMail Echoing

# $ K +Save As Dialog Box
Use this dialog box to save a text or program file under another name. This dialog box is displayed when you choose the Save As button in the Other Files dialog box.
Choose this...	To do this...	
File Name	Enter the file name in the File Name box or select the file name from the list of files in the current directory.	
Save File As Type	Change the type of files displayed in the File Name list box.	
Directories	The Directories box lists the directory tree for the selected drive. Scroll through the list and double-click on the desired directory.	
Drives	Select the drive.	
Read Only	Save the file as read-only.	

# $ K +Open/Browse Dialog Box
Use this dialog box to interactively select the path and file name.
Choose this...	To do this...	
File Name	Enter the file name in the File Name box or select the file name from the list of files in the current directory.	
List Files of Type	Change the type of files displayed in the File Name list box.	
Directories	The Directories box lists the directory tree for the selected Drive. Scroll through the list and double-click on the desired directory.	
Drives	Select the drive.	

# $ K + HelpPlus Configuration Options Dialog Box
This dialog box is displayed during the setup process. It is also displayed when you start HelpPlus or HelpPlus Manager if your workstation is not configured correctly. Different options are available depending upon whether you are a Help Desk administrator running HelpPlus Manager (as well as HelpPlus) or an end-user running HelpPlus.
Option	Program	Description	
{bmc bullet.bmp}	Install ODBC files in the Windows SYSTEM directory to permit Trouble Ticket database activity.	HelpPlus and HelpPlus Manager	HelpPlus uses the ODBC API to access the Trouble Ticket database engine. Consequently, the ODBC driver and other files must be installed in the Windows SYSTEM directory on the HelpPlus Manager machine.	
{bmc bullet.bmp}	Install Access files in the Windows SYSTEM directory to permit Trouble Ticket database activity with the Access database engine.	HelpPlus and HelpPlus Manager	By default, HelpPlus uses the Access database engine (which is distributed with the product) to build and maintain the Trouble Ticket database. You also have the option of installing SQL Server, which is described in Getting Started with HelpPlus.	
{bmc bullet.bmp}	Install Netware files in the Windows SYSTEM directory to permit requests for Novell Netware workstation information.	HelpPlus	These files let you receive information about how your workstation is configured to operate on the network.	
{bmc bullet.bmp}	Add a Program Item to the Startup Group to launch HelpPlus in Attach Mode.	HelpPlus	Check this option on if you want to HelpPlus to start automatically when you start Windows and display HelpPlus menu items in the Help menu of any Windows application. For further information, see Running HelpPlus.	
{bmc bullet.bmp}	Define Trouble Tickets as MS Mail Custom Messages in MSMAIL.INI.	HelpPlus	Check this option on if you are want to add a HelpPlus Trouble Ticket command to your Microsoft Mail application window and use Microsoft Mail to send Trouble Tickets.
You can also use Microsoft Mail to review echoed Trouble Tickets. For further information about echoed Trouble Tickets, see "Setting Up the Trouble Ticket Database" in Getting Started with HelpPlus.	
{bmc bullet.bmp}	Create a Program Group and Program Items for HelpPlus Applications.	HelpPlus and HelpPlus Manager	Check this option on to create a group box containing the HelpPlus icons. This is useful if you are not running HelpPlus in Attach mode or if you are running HelpPlus Manager.	

# $ K + View Dialog Box
Use this dialog box to view and optionally print a text file sent with the Trouble Ticket. This dialog box is displayed when you choose the View button in the Other Files dialog box.
Use the scroll bar to move through the file.
Choose this...	To do this...	
Print	Display the Print dialog box, which lets you print the text file.	
Close	Exit this dialog box.	

# $ K + LAN Support Center Dialog Box
Use this dialog box to specify the path to the McAfee LAN Support Center database if you want Trouble Tickets to be sent to the LSC database as well as the Trouble Ticket database.
Note: This option is available only if you have installed McAfee's LAN Support Center package.

Choose this...	To do this...	
Text box	Enter the path to the LSC database.	
Browse	Display the Open dialog box, which lets you interactively select the path to the LSC database.	

# $ K + ODBC Notes
An ODBC.INI file resides on the Windows directory of the administrator (who runs HelpPlus Manager) and on each HelpPlus user's workstation. Among other items, this file contains the information required for a Trouble Ticket to be delivered to the Trouble Ticket database.
HELPODBC.INI
A file named HELPODBC.INI resides in the HelpPlus Manager directory. This file contains the most recent information about which database to send Trouble Tickets to and other HelpPlus-specific information. This file is created or updated when the administrator uses HelpPlus Manager's File/New command to create a new Trouble Ticket database and chooses to configure all workstations to direct Trouble Tickets to this database.
The alternative to this approach is for the administrator to use the ODBC option on the Control Panel on each user's workstation to set up the Trouble Ticket database. The Data Source Name must be HelpPlus Database; this string is case-sensitive.
How a Trouble Ticket Is Sent
When a user sends a Trouble Ticket, using HelpPlus, HelpPlus looks for the HELPODBC.INI file in the HelpPlus Manager directory. Upon finding HELPODBC.INI, HelpPlus creates or updates the ODBC.INI file in the Windows directory on the user's workstation, and sends the Trouble Ticket.
If HelpPlus does not find the HELPODBC.INI file, it looks for a [HelpPlus Database] section in the ODBC.INI file on the user's workstation, and uses this information to send the Trouble Ticket.
If HelpPlus does not find either file, it sends a message to the user, indicating that it cannot send the Trouble Ticket.
Multiple Trouble Ticket Databases
If you need to maintain Trouble Tickets on multiple databases, you cannot use the HELPODBC technology described above.
To set up multiple databases:
{bmc bullet.bmp}	If a HELPODBC.INI file exists in the HelpPlus Manager directory, delete (or rename) it.
{bmc bullet.bmp}	Use the File/New command in HelpPlus Manager to create each database and do not configure all workstations to direct Trouble Tickets to this database.
{bmc bullet.bmp}	Use the ODBC option on the Control Panel on each user's workstation to set up the Trouble Ticket database that particular workstation will write to. The Data Source Name must be HelpPlus Database; this string is case-sensitive.