Copyright: Copyright © CNET Information Systems Ltd 1996-2001


A Sample Map View

In this sample view the options have been chosen to display connections between all main nodes.

The kilostream circuits have been configured to show in different colours to private wire or leased line circuits.  Sub-nodes appear as unnamed green blocks.

These options can be changed using the tool bar buttons.  Other options include showing sites where there are outstanding requests


Access Method

Each device type can have an access method by which devices of this type are controlled.  It refers to an entry in the access type table which is maintained on the Access type setup screen.  For example many routers can be accessed by telnet.  Novell file servers can be accessed using RCONSOLE.  PCs controlled via PCAnywhere or the open source VNC program.

When a device is selected on a site diagram, the menu option 'access' can be chosen as shown below:

This uses a combination of access method and unique data values of that device to form an access string.  The user is allowed to edit this and then execute it.

For example a IP router may be accessed on port 23 with the string 'Telnet 145.004.004.033  23'.  NetHelpDesk allows this to be pre-defined, giving semi-skilled staff easy access to devices.

Two types of access are defined:

One is called 'control' on the menu which uses the access type defined for the equipment type.

The other is called 'ping', and is mainly used for IP networks and pings the device selected.  This uses access type 0 and is common to all devices.

You can create your own access type definitions by using the Access type setup screen.


Action/outcomes
Setup Action/Outcomes

When a technician performs an action, an outcome or status change can be logged against the request.  NetHelpDesk provides some standard actions, but allows you to define the actions, outcomes and status changes yourself, if required.

This screen allows the list of valid actions/outcomes to be maintained.  For each action the effect on the status of the request is defined.  If there is no effect then leave the field blank by pressing the 'no change' button.

When a technician selects an action the new status will be set to the value of the new status field chosen here.

An example of using this feature is where a series of steps or work flow has to occur in order to approve a change request.  You can define the actions and status values that the change request goes through during the approval process.  The list by status view of requests can then identify requests that are in the different states.


Add New area
Add New Client / Area

A new area or client can be created using this screen.  Think carefully about how you want to name areas and sites. Don't repeat area names in site names, for example..


Add New site

A new site is created using this screen.  Select which area the site is in and enter its main phone number.

If you added the site via the map view, then it appear at the top left hand corner as a major-node.  Select the site and move it to the required position and then edit the site details.

If you added the site view the main screen tree view, then it will appear under the area / client in the tree view.

The main phone number is optional and is displayed when no number is entered for a user at the site.


Add a New request / fault
Add a new request / fault  report

To enter a new request or fault report:

either:

On the main NetHelpDesk screen select a site and user and click on the new request button.

or

On the site diagram, select the faulty item then choose new request from the edit menu.

or

On the main NetHelpDesk Screen click on the 'paste from clipboard' button to take a request from the windows clipboard.  Typically this will be for E-mail requests that have been copied to the clipboard.

The new request screen will be displayed:

The following fields are available:

User Name/Area/Site name -(non editable - chosen on previous screen)

Phone Number - can be overridden if required

Symptom / request details

Section assigned to

Technician assigned to

Seriousness

Categories

Date Occurred

Estimated man hours to fix

Request Type

Show on Web

Reported By

Device Details/Users Equipment

Email a Confirmation - used to send the user a confirmation by email. Uses NHserver program.

The SLA that applies field is a display only field.  The SLA is determined by the site that has been selected or an overriding value set in the NetHelpDesk options screens.

Fill in the fields and optionally make an estimate of the man hours it will take to fix it.


Add an External File button
Add an external document or image wizard

This wizard allows the user to add an external document or image to the the selected item.

The wizard first asks if a new or existing file is to be used.  A web document can also be chosen.

Next the wizard asks for the name of the file.  It lists the files in folders referred to by existing folder codes.

Select the folder which contains the file from the list of pre-defined folder.  If a new folder is required go to the setup screen.

A list of files in that folder will be displayed.  Select a file and the description will default to the file name.  Optionally enter a description of the file contents if the filename is not descriptive enough.

The special folder 'W' refers to all http:// documents.  There is no validation of the address.

Finally you can enter a description of the file on the 3rd wizard screen.  If the file is a .txt or .bmp file then you can choose to view the file with the internal NetHelpDesk viewer.  Otherwise the file is opened using the associated Windows program.


Add connector
Add a connector

The connector selection screen is displayed.  Choose the type of connector required.

The status line at the bottom of the diagram will then ask you to click on the A-end device followed by the B-end device.

If you click on the edge of the device, the connection will be made to that exact point.  If you click on the centre of the device (the normal way), then the connection will be made to the centre.

To make an off site / inter site connection, go to the A-end site first and click on the A-end device.  Now select another site using the main outline list or site history box, and click on the B-end device.

If you make a mistake the connection will not be added and you should repeat the process.

Offsite links show up on the map automatically depending on what options are shown on the map..


Add device
Add a device

Devices are added with this button.  A list of devices of one or all generic types is shown.  Select the one required and click on the diagram to place it at the required position.

The values of the data fields for the device can then be entered by right clicking on the device.


An abstract

A short, one line summary of the knowledge base entry which is displayed in lists of knowledge base entries.  It can be regarded as a summary.


Area
Area/Client

Sites can be grouped together into either areas or clients.  They then show up in the main screen tree view list grouped together.

A single organisation or company will normally have areas.  A network support company would normally have clients.

On the map, the area/client name can be selected to be displayed in place of the site name depending on the level of display detail.

Areas or clients are created on the main screen tree view using the right mouse at the top level, or by using the map view toolbar.


Border Colour

The colour of the rectangular border around devices.  The number is the Windows RGB colour number.  It is best selected with the colour choosing button.


Border Width

This is the width in pixels of the rectangular border drawn when bitmaps are not shown.


Categories

Two user definable categories exist in order to group requests together for statistical analysis.  The category 2 field is often used to say what kind of fault or request it is.  e.g.  supplier fault, amendment etc. .

The values of these categories are set up via the setup categories screen.


Change Management

NetHelpDesk allows change requests to be explicitly entered as a special type of request.  They can then be tracked and different status's can be assigned to them at different points in a change management cycle that you define.

For example you could configure NetHelpDesk to put all new change requests into a status called 'Awaiting Approval'.

You could then use an action called approve change to move the request from this status to the approved status once a change management board or committee has allowed the change.

When you clear the request you will be prompted to create a change log entry.

For urgent changes, that you cannot get approval for before carrying out the work, you could create a status called unapproved which will allow you to review these requests later.

See also adding a new request and viewing change log.


Charges setup screen

This screen is used to define the values of charges that can optionally be assigned to a request when it is cleared.

A description and default amount can be entered.  These are used when a call is cleared and charges are selected.


Charging Details

Optionally NetHelpDesk can keep track of charges for requests.

Two charging fields are stored for each request.  A charge code can be selected from the list set up in the charges setup screen.

The charge code has a charge amount associated with it.

An explanation of what each charge is for, and when to apply it, can be displayed by clicking on the question mark button besides each charge.

The charges are printed on the process report and available in the charges extract file.


Choose from list of devices

You can choose a device type from the entire list of device types or you can limit the list to just one group or generic type of device.

The generic type selection box is at the top of the screen.  This can be used to restrict the list to those of one type.  e.g. just modems.

To add new device types use the main screen tree view and right click at the appropriate level.


Clearance Details Field

These are the final clearance details.  You can choose to summarize all the actions that have gone before in a final statement of what the resolution was.  This is printed on the process list and shown when the cleared call is displayed on the screen.


Command Line Options

NetHelpDesk can be started using a named database by putting the name of the .udl file  on the command line or Windows shortcut.  e.g.:

d:\NetHelpDesk\nethdclient.exe  d:\NetHelpDesk\NetHDexample.udl

There is no need to specify a working directory as it is not used.  All file locations are specified in the main NetHelpDesk setup screen.


Confirmation by email

You can send the end user an email to inform him that his request has been logged into the database or that an action or clearance has occured.

Tick the box at the bottom of the new request, action or clearance screens to send an email.  The default state of this tick box is controlled by the settings at the area/client level.

If the box is ticked then a screen showing the contents of the email that will be sent is displayed.  The contents are made up of text that comes from the relevant message text that is set in the options/setup/messages function.

There is also the option to insert variables into the subject and body of the message that contain the values of fields in the request. For example if the body message text contains $fixbydate then this is replaced by the actual fix by date of the request.  The following list of variables is available and they are case insensitive:

$faultid

$fixbydate

$username

$symptom

$datereported

$dateoccured

$inventorynumber

$estimate

$section

$category2

$category3

$takenby

$datecreated

$datecleared

$clearance

$cleartime

$suppref

$elapsedhrs

$chargecode1

$chargeamount1

$chargecode2

$chargeamount2

$reportedby

$suppdate

$suppclear

Once you have accepted the contents of the email it will be queued for delivery by the NHserver program.  You schedule the frequency at which this program scans the database and sends the outstanding messages.

There are some special variables that instruct the system perform some useful functions.

$AUTOLOGIN

This can be used as part of a URL to make the web interface automatically log the user into the web interface so that they can see the status of the request.  For example, in the body text of the new request message you could enter:

  http://www.mycompany.com/helpdesk/$AUTOLOGIN

When this is picked up by the system, it will change it to the URL:

  http://www.mycompany.com/helpdesk/wb2.exe?F=autolog&U=0&id=x8x89s9x87s7s7

When the user clicks on this URL in his email client, it will automatically log him in to the web interface and display the request details.

$SATISFACTION

This can be used as part of a URL to make the web interface display a screen on which the user can enter the level of satisfaction to which the request has been satisfied.  This is an alternative to using the single character response email for the satisfaction survey.

See the autologin for usage details.

$NODETAILS

This instructs the system to stop automatically adding the details of symptoms and actions to the email.  They are normally added by default even if the $symptom variable has not been used.

This is for backwards compatibility reasons, and it can be turned off by using this variable.

The button on the email screen that says 'no details' has the same effect in that it removes the details from the email message when clicked.  If the $NoDetails variable is used then the no details button is hidden.

To use it, insert the variable in the body text of the message and it will prevent the details being added automatically.  In this way you can control the exact format of the message without having the system automatically add the details.


Contents
NetHelpDesk Help File - Contents  4.09

Overview

Starting NetHelpDesk and Logging on

Request and Fault Processing

Diagramming

Knowledge Base

Searching and Queries

Service Status

Order Entry and Stock Control

Setup / Options / Administration

Creating a New Database and Importing Data / LDAP / Active Directory

Web browser interface

Escalation and POP3 Email Interface - NHserver

Support and Contacts

While in NetHelpDesk - Press F1 at any time for help.


Create New Type of Device

This screen allows the creation of a new type.

This screen is accessed from the main screen tree view by right clicking at the appropriate level.

Select either a device or a connector type and enter its description.

Select the generic type group for this type.  You may need to create a new generic type first using the generic type setup screen.

Once created use the edit type screen to make further changes and define the fields to be stored for the device type.


Creating a New Database
Creating a New Database, Importing data - Active Directory / LDAP

There is an empty MS Access database which you can use to make new database by copying 2 files.

To create a new database first make a copy of the empty template database NetHDEmpty.mdb file using Windows explorer.  E.g. copy NetHDEmpty.mdb file to mydatabase.mdb.

Then make a copy of the MSAccessEmpty.udl file to mydatabase.udl and double click on mydatabase.udl file..  Adjust the database location to be mydatabase.mdb and exit the .udl file editor.

You now have a new database and a corresponding .udl file that points to it.

This has taken the current contents of the empty or initial database and copied them to the newly created database.

The empty database contains a number of pre-defined generic types, fields and device types.  It also contains one area/client, one site, and one user.  You can edit these items to reflect the items you require in every new database

Once created you can upsize the new database to SQL server if required, either now or at a later date.  See the installation instructions for details.

Importing from Active Directory / LDAP

Optionally you can choose to syncronise or import user details from an LDAP directory such as Active Directory.  To do this first set the default LDAP import query string on the setup screen, general tab.  This string will be used as the default for any new sites.

Then at site level, use edit site to set the query string as required.  Any users that match the query string will be regarded as being at that site.  You can then right click on the site in the tree view and choose to sync/import.  A screen showing the users allows you to further restrict who is imported.

You can set an LDAP filter if you need to have more control over which users are imported.  This is done as the end part of the LDAP string and uses square brackets.  Put the filter along with an 'and' condition inside [ ] at the end of the string.  E.g.

LDAP://CN=Users,DC=MyADdomain,DC=co,DC=uk[and department='alness']

The LDAP fields or attributes are matched to NetHelpDesk fields using the LDAP matching table in the setup screen.  This allows you to choose how the Active Directory fields are related to  the NetHelpDesk fields.

Importing Data from Excel Spreadsheets

Optionally you can read data from an excel spreadsheet into NetHelpDesk.  This can be done for user details and device details such as a spreadsheet list of PCs.

To do these functions first format the spreadsheet with the data in fields with column names that match the data field names used within NetHelpDesk.  See the 2 sample import spreadsheets to see the layour required.

For user details the column sequence must be exactly as it is in the sample spreadsheet. The column names are ignored.

For device details the spreadsheet can contain details of more than one equipment type.  Each time you wish to start a new equipment type, put a row showing its field names as they are called in NetHelpDesk for the device type you are importing.

The sample spreadsheet has two equipment types - PC and Router.

To use the spreadsheet, select the site name and either the requests or equipment view.  Then right click and choose import from spreadsheet.

It is best to validate the data first.  Duplicate users are not added.  Duplicate devices are added.  Once complete, refresh the site to see the imported users and devices.


Database Selection Screen

This screen allows the selection of the NetHelpDesk database.  Normally this would be hard coded as a command line parameter on the icon used to start NetHelpDesk.

Select the correct .udl file and choose OK.


Date Occurred

The date that the request was made or the fault occurred.


Date and Time Cleared

The date and time that the request was resolved.  You may wish to record the date when the user confirmed that it was resolved or the date when you believe it was resolved, depending on your agreements with users.


Date to Fix by

The date and time that the request should be fixed by.  Requests can be listed in fix by date order to help plan which requests are actioned first.

The date is calculated based on the date the request occured, the SLA and seriousness.  It can be amended by the re-date action.

The calculation of the fix by date takes into account the working days and office hours defined in the NetHelpDesk setup screens.

For example if a request of seriousness 1 occurs at 18:45 on a friday night and the SLA  says that this must be fixed in 3 hours then a fix by date of 12:00 Monday is set.  This is because saturday and sunday are working days and 18:45 is after hours on Friday.  09:00 is the start of the day (all values shown are defaults and can be adjusted).


Delete Item

When deleting items it is best to delete any connectors that attach to it first.  The delete key on the keyboard can also be used.

Confirmation is requested of a deletion as there is no undo facility.


Description of query

The description of the query is used when selecting a query from the list.


Device Details/Users Equipment

Optionally you can relate a device to this request.  It may be a users PC or a router for example.  The drop down box lists the 4 items of equipment that the user normally uses.  You can select one of these.  Or you can list all of the items at the site using the list  button.

Having selected a device, you can add it to the user's list of equipment with the add button or show its details with the details button.


Device Number

The internal system number for the device which has been identified as being related to this request.

It is not too useful to the user but does indicate that a device has been identified.

It is set by using the identify option on the site diagram screen.

It could be used in combination with the site and area/client number to make a unique inventory number for each device.


Diagram Setup Options

These options apply to site diagrams.

Auto edit mode - when a site is entered it is available for updating.

Grid Size - snap to grid sector size.  A multiple of 16 is best.

Offsite Symbol size - size of the offsite.bmp (globe) and distance from device at site.

Print settings - landscape /portrait.

Enlarge fonts when printing  - by this factor. 1=no change, 2= double size.

Space around diagram - 10 pixels is default to keep diagram from edge of paper.

Top of diagram - X,Y co-ordinate of the top left hand corner - relative to top.

Bottom of diagram - X,Y co-ord of bottom right hand corner - relative to bottom.

(i.e. distance top and bottom corners are from edge of diagram)

Page/diagram borders - width of border at edge of page and edge of diagram.

Map show bitmap - shows the map bitmap at the lowest zoom level.


Diagramed at Site

Site diagrams are normally stored at the site they describe.  If the site diagram is not stored for this site then enter the site number at which it is stored in the field called 'Diagramed at site'.  When a user selects to view this sites diagram then NetHelpDesk will automatically bring up the diagram of the proper site.

This allows you to have several site names, but amalgamate them on one diagram.


Diagraming
Diagramming

Each site can have a site diagram.  On the site diagram you can show all the devices and connections that exist between them.  Optionally, you can store non-diagrammed devices at a site.

All of the diagrams are stored in the database and you can use the map view function to see how the sites interconnect at a global level.  You only define connections between sites once, and the map view is automatically created for you.

If you want to hold the details of several smaller sites on just one diagram there is the option to cross reference a site to another site.  Choose edit site details and enter the site number of the site where you intend to store the diagram.

Viewing a Site Diagram

either:

From the map window, double click on a site or use toolbar site diagram button

   or

Select a site on the main NetHelpDesk screen site list box and click on the diagram toolbar icon

  or

From the request window, click on the diagram icon.


Disc Space Checking

As many network managers know, running out of disc space is the cause of service interruptions.  In this example of a WMI (Microsoft's Windows Management and Instrumentation) script we show how to interface your scripts to NetHelpDesk's service status reporting system.

The script shown below is scheduled to run on a server using the NT/W2K scheduling mechanism.  When it runs, it uses WMI to gather information about disc space and compares it to hard coded values in the script.

If the remaining disc space is too low, a fault status message is sent.  If the remaining disc space is acceptable, then an 'OK' status message is sent.

These messages are sent using the NetHDSendStatus command line program.  The program must be available on the path of the system it is running on, and this can be accomplished simply by copying it to the winnt folder.  The command line parameters define which SMTP server is used to send the email and what service is being reported on.

When the message is received by the NHserver program, it is matched against the service definition identification rules in order to find which service it relates to.  Then the status rules are examined to determine if the status is OK or a Fault.  If the status is a fault, then optionally a help desk request is created.

The WMI script is shown below and is also in the installation folder.  It refers to a service ID 00004 which is set up in the example database at the Liverpool site.

' This script checks that the amount of free space on c: drive is 250mb.

' It could check other discs too.  Version 1.1

Dim WshSHell

set WshShell = CreateObject("WScript.Shell")

dim s1,s2

dim fs1

for each Disk in GetObject("winmgmts:").InstancesOf ("CIM_LogicalDisk")

 d=disk.deviceid

 if d="C:" then

  fs=Disk.freeSPace

  fs=fs / (1024 * 1024)

  fs1=round(fs,0)

  s1="SERVER1-C-has-" & fs1 & "-mb-free"

'  wscript.echo s1

  if fs<250 then

     WshShell.Run("NetHDSendStatus service=00004 status=FAULT smtpserver=localhost smtprecipient=helpdesk@cnetis.co.uk subject=SERVICESTATUS message=DiscSpaceProblem")

  else

     WshShell.Run("NetHDSendStatus service=00004 status=OK smtpserver=localhost smtprecipient=helpdesk@cnetis.co.uk subject=SERVICESTATUS message=DiscSpaceOK")

  end if

 end if

next


E-mail requests

There are two ways to interface incoming e-mail requests to NetHelpDesk.

1.  The optional service status module will take in e-mails direct from an POP3 server and put them into the database.  The subject and body of the messages are used to form the symptoms.  The users email address is matched to the user list and used to log the request to a site / user.  Unmatched emails are logged to the General User.

2.  E-mail requests can be copied to the Windows clipboard and then pasted into NetHelpDesk using the 'paste' button on the main screen.  This is provided for backward compatibility.

A set of template files determines which fields are pasted into the NetHelpDesk fields.  Each line of the e-mail template starts with a user defined string and a ':'.  Any data after the ':' is put into the NetHelpDesk field.

The order of strings in the e-mail request is not relevant, except that the symptom field must be last and can be on more than one line.

If a user does not exist at a site the the option to create one is given.


Edit Area Details
Edit Area/Client Details

The details of the area or client are edited on this screen.  A memo field exists for free text notes.  The internal NetHelpDesk area number is shown at the bottom right hand corner.

An announcement field is also present that allows a message to be displayed to end users in the web interface at the top of the service status page.

Optionally new requests can be assigned to technicians based on the Area/Client which has made the request.  See the POP3 interface for details.

Frequently asked questions are entries from the knowledge base which end users can list and read.  In order to group knowledge base entries into lists, use the KB entry screens.  In order to give end users from a selected Area/Client access to these FAQ lists use the tab called "FAQ List Allowed Access".  The FAQ lists on this tab will appear in the end users Web interface view of FAQ lists.  In this way you can create FAQ lists for each Area/Client and also more general lists available to anyone.


Edit Sections

Sections allow you to divide the help desk up into groups of technicians each of which deal with their own requests.

One section does not see the other sections requests.

The list of sections is displayed and items can be added or deleted.


Edit Site details

This details of each site and its related documents and services are shown on this screen.

Fields such as the address and contact name fields can be listed.  The fields that appear are defined in the NetHelpDesk field name setup screen.

The tabs at the bottom of the window allow selection of screens for

General Information

External documents

User info

Services at a site

A Memo screen

The fields on the general screen include:

Site Name

Area

Sub-Node

Diagramed at Site

In use by

Site Number

User defined site level fields

Incoming EMail Domain

LDAP import String

If the site diagram is not stored for this site then enter the site number at which it is stored in the field called diagramed at site.  When a user selects to view this sites diagram then NetHelpDesk will automatically bring up the diagram of the proper site.


Edit Type Definition

Each device and connection type has a definition. Click for sample type edit screen.  This defines the fields that are stored for the type, which generic type it belongs to, and which external documents are related to the type.  Changes made here affect all of the diagrams of sites that hold items of the selected type.

When you start to use NetHelpDesk you should decide if you want to have a device type for each manufacturer's version of a piece of equipment or not.  If you want to have a unique device call say ABC's UTP repeater then create a device type for it.  You may decide to have a device type called UTP repeater and then use a data field manufactured by to identify who produces it.  It depends on what level of detail you require.  NetHelpDesk will allow either.

The fields on the screen include:

Type Description

Generic Type

Border Width

Border Colour

Manufacturer

Supplier

Access Method

Separate tabs allow changes to:

Fields and Layout

External Documentation

Memo Information


Edit Users Details

This screen allows the user details to be edited.  The user can be deleted if required.

There are a number of user defined fields should you need extra information.

You can record details of which site devices the user normally uses.

Fields include:

Network login name - this is a text field that can be used to record the users login name to your network.  It is not used by NetHelpDesk at all.

Web Password - this is the value that the end user has to enter to gain access to their requests via the web interface.  End users enter their full user name on the web interface login screen.

Active Directory Link - this shows links to a Microsoft Active directory entry.  (see LDAP sync)


Edit device details

Devices have various properties.  Most are user defined fields that relate to that type of device.  These are defined on the edit type screen.

The fields on the screen include:

Non-diagrammed

Inventory Number

User defined data fields

There is a Memo screen for free text notes about the device.

The PC Info screen displays information extracted automatically by an auditing program that has been run on the device.


Email Rules Setup

As part of the email and service status interface, a set of text strings can be maintained to define what type an incoming email message is.

By default all service status messages have the word 'SERVICESTATUS' in their subject line.

And inventory information has the word 'INVENTORIZOR INFO FOR:' in its subject line.

If a match is not found in the email rule table, then the email is treated as a help desk request.

To make the system flexible, you can change these values and this will probably be required by non-english speaking users for whom the words have little meaning.

On the email rule setup screen you can decide if the rule is enabled and what the strings in the various parts of an email have to be in order for the email message to be classed as the chosen type of message.

List of default Service Types and email rules:

The 'old style' rules are included for backward compatibility.

Sample rule:

This screen states that if the incoming email comes in on either of the two POP3 addresses, and contains the word 'SERVICESTATUS' in its subject line, then the email is to be treated as a Service status message.

It will then be processed by the service status identification rules as defined for each service in the database.


Escalation Facility
Escalation and POP3 Email Interface - NHServer

The escalation facility and the POP3 email interface are contained within the single program called NHServer.exe.  This runs on a PC or a server and scans the database for important events, and scans incoming email for new requests and service events.

You don't need to use these features if you don't want to.  You can run the program all of the time, or as a scheduled task when required.

Escalation

The escalation facility will keep its eye on the NetHelpDesk database and inform technicians of various events that have taken place so that they can react to them.

For example if a new call is logged then you can choose to inform all technicians of this event.  Or you can just inform the technicians in the section, or just the technician initially assigned to the request.

Similarly events such as a call becoming overdue or cleared can be notified to technicians.

Also,you can choose to be informed of changes in service status such as a network link failing or virus alert being issued by your virus checking software. (Requires service status module.)

There are two ways of notifying technicians.

A.  By E-mail - An SMTP e-mail message is sent to the technician detailing the event.  The technician uses his e-mail program to view the message.

B.  By POP-UP message box - A tool tray icon can be made to change colour, beep or pop-up a message box when an event occurs.  The message pops up on a designated PC for each technician and requires the tool tray escalatorclient.exe program to be running.

The type of action that occurs is defined for each technician using the technicians setup screen.  A fine degree of granularity can be set to try to control the level of messaging which can be intrusive and counter productive if not set at an appropriate level.

You can optionally choose to send notification messages to a primary and secondary technician when requests for a selected Area/Client come in.  See below for details.

Client Program

To use the POP-UP method, the technician's PC needs to run the NhEscalatorClient.exe program located in the NetHelpDesk programs folder.  Simply startup this program in the PC's startup group.

Server Program

There is a program called NhServer.exe located in the NetHelpDesk programs folder that needs to run in order to carry out the escalation process.  It scans the database at the frequency you choose.  You can run this on a server or a workstation and leave it running minimized on the task bar.  Once configured, you could run it as an NT service on an NT server or Workstation using the SRVANY command available in the NT Resource Kit.

There are two command line parameters available.  The first is the name of the .udl file.  The second can be 'AUTO' or 'ONCE'.  If this is set to 'AUTO', then the program immediately starts scanning when activated.  If it is set to 'ONCE' it runs once and exits.  This is for use with the NT task scheduler.  If neither value is chosen, you have to click the 'Start Scan' button manually.

The use of the 'ONCE' parameter and the NT/W2K task scheduler seems to be an effective way to run the NHserver program as it can be fine tuned to schedule around your backup and other tasks.

Sample screen shots are shown below of the configuration 1 and 2 tabs:

To set the parameters for the escalation system, run the NhServer.exe program without the parameter 'AUTO', and set the values required.  Then click on save settings to save them to the PC's cnet2.ini file.

First Config Tab:

Set the POP3 parameters for incoming requests.  This will be the name of the POP3 server at your site, and a username and password that is allocated by your POP3 administrator to the helpdesk email account.  See below for more details about the POP3 interface.

You can scan up to two POP3 servers.  If you only wish to scan one, leave the second server fields blank.

Set the SMTP parameters for outgoing emails from the escalator and the acknowledgements of users requests.  This will be the name of the SMTP server that you connect to for sending emails.  Set the address which you wish the email to appear to have come from.  If the SMTP server requires that you authenticate before sending an email enter the username and password too.

Second Config Tab:

Set the values required for the new requests that are created from incoming emails such as who they assigned to way in which unmatched email addresses.are handled.  See below for details of the POP3 Interface.

Having set these, tick the check boxes that enable the functions you require in the 'features and settings boxes'.  If you are unsure of the correct values for the parameters it is sensible to check the boxes one at a time and verify that the function is working as expected.

You can also test out the messaging functions by using the test message options on the following screen:

An option to clear out any unsent or aborted messages is available on the server screen.

The status of services is displayed on the escalator screen too:

POP3 Email Interface

The POP3 interface is part of the NHserver program.  It scans a defined POP3 mailbox on a mail server of your choice.  Typically you would create an email address such as helpdesk@xxx.co.uk which you inform users about.  End users should send their requests and problems to this email address.  The POP3 interface then scans the mailbox associated with email address to retrieve and process messages.

To report a problem, users simply email this address.  The subject and body of the email are used to create a new request in the database.  For backward compatibility it is possible to format the message using a template, but this is probably more trouble to implement.  Attachements can optionally be processed and stored in a folder that has the name of the helpdesk request id.

There are various options to do with the way in which incoming emails are matched to the NetHelpDesk area/client, site and user and lists.  You set these options in the config 2 screen.  The idea is to take the incoming email address and match or relate it to a NetHelpDesk user.  If a match cannot be made, then either a new user is created, or a catch-all user can be used.

The email address used to send the email is matched to the Nethelpdesk user list. Each NetHelpDesk user has an email address field on the user details screen.  If an exact match is found the request is logged against that user.  If no match is found you can:

a)  First choose to try to match the incoming email domain name to the sites in NetHelpDesk.  Each site has a field that contains the email domain name for that site.  If a match is found then the email is presumed to be related to that site and thus to a particular client.  For example, you can use the site edit screen to set the email domain name for Client One/Site One to be 'acme.co.uk'.  Then if an email comes in from 'john@acme.co.uk' it will be associated with the site called Site One.

b)  If there is no match to the email domains, then you can choose to allocate all of the unmatched emails to a selected site.  So all of the unmatched emails will go to that site.  You can also choose which user name at that site should receive the emails.  Since every site has a system user called 'general user', you may wish to use that user for unmatched emails.

c)  Optionally you can create new NetHelpDesk users for unmatched email addresses.  They will be created under the site which you have selected by the rules above.  When the user is created you can choose to just use the 'name' part of the email address, or to use the whole email address as the user name.

Optionally the email is acknowledged and the user informed of the request id.  This can be turned off at the user level on the user details screen.

In the following sample screen shot, two help desk request messages have been received from users via email.

Confirmation Messages are also optionally sent for requests that are entered via the Windows client.  If the checkbox 'confirm by email' is ticked on the new requests screen, then the NHserver program will send an email to the user confirming his request.

The content of the message is controlled via the 'message' option button in the setup screen of the main NetHelpDesk program.  A sample screen shot is shown below of the message types that can be amended as required:

The technician that the new request is assigned to is controlled seperately for the email interface.  New requests that are entered via the Windows Interface and the Web Interface are assigned based on settings in the Windows interface new requests setup screen.  For incoming emails the settings are set on the config tab of the NHserver program.

The requests can be assigned to one technician or you can choose to assign them based on the Area/Client for which the request is based.  This option is chosen in the technician assigned to box.  If you choose to assign based on Area/Client then you must configure each Area/Client using the edit area/client screen shown below:

Each Area/Client can have a primary and secondary technician.  You can choose to assign requests to that technician.  You can also choose to be notified of any requests for that Area/Client.

If you want to assign by Area/client, remember to choose that option in the NHserver technician box on screen config 2.  If you want the Windows and Web Interfaces to also use that assignment method, then choose that in the Windows setup new request screen too.


Estimated man hours to fix

This is a resource tracking field that holds the estimated number of man-hours required to resolve the problem.  The statistics screens make use of this value.

If an estimate is not possible then use the default estimate button to assign the system default value.  This enables you to tell the difference between an estimate and a case where no estimate has been made yet.


Exclude Requests cleared now

This option is included so that you can see how long it takes to clear calls in the trend analysis selection.  Select the option to show number of days outstanding and exclude those cleared now.


External Bitmap and text file definition
External documents, images and web sites

NetHelpDesk can refer to external files such a bitmap drawings, photos or document text files.  In this way your entire documentation of the network can be linked into NetHelpDesk making it available at a click of a button to all users of NetHelpDesk.  Web sites can also be linked to creating a single list of useful web sites for support staff instead of holding them in each technicians browser favorites list.

NetHelpDesk has the option of keeping these external files in subdirectories which are referred to by folder reference codes.  The advantage of this is that you can move the folder to another location and only have to change the NetHelpDesk location once.  If absolute file names were used then you would have to change each reference.  It also saves storage space.

The mapping of folder codes to physical folder names is done on the NetHelpDesk setup screen.

The external documents are viewed from the site diagram screen using the toolbar button view external files or from the main screen treeview using a right mouse at the required level.  Both sites and device types can have document lists.  To view all the documents use the main screen search/ list all documents menu item.


External Document Folders

Folder codes are mapped to physical folder names on this screen.  This makes changing the location of a set of documentation easy.

A special logical directory number called W is used to refer to http:// documents on the Internet/Intranet.  When a document is in the W folder it is accessed using the current web browser.

You can refer to external Word documents, images or web documents.

Double click on a code to edit it and change an used code to add a new folder.

You may decide to have a single folder for all documents or you may decide to have a folder per client or department.  You can integrate to your existing folder structure.


External Help desk due date

The due date assigned by an external / corporate help desk.  (Obsolete.)


External Help desk number

The reference number assigned by an external / corporate help desk.  (Obsolete)


Field Name to search

You may choose to search for all types of equipment that have a particular field name.  e.g. All equipment that has a field called circuit reference number.


Field to sort by

Select which field to sort by.


Fields to show

Select which fields are to show on the query.  There are a few automatically generated fields:

Other End - shows the area and site name of the other end of connections.

Group field names - Shows the value of the field for group fields.


Fit to screen

This adjusts zooming so that entire site is visible in the window.


Force text to display

NetHelpDesk attempts to not clutter the screen with too much text if the zoom level is not capable of showing text without it crossing over itself.

However you can override NetHelpDesk and force text to be displayed using this option.


Full details

Full details of the knowledge base entry such as a problem description or symptoms.


General setup options

The fields on this first setup screen describe the location of NetHelpDesk files and give access to the various lists of technicians, actions and other user definable lists.

The fields include on this first setup screen include:

Top Level Description

Enter the value that you wish to appear at the top of the main screen's hierarchical list.  This is normally 'Area' or 'Client' depending on whether you are supporting one client with multiple areas, or multiple clients.

Directory for bitmaps

Enter directory name of the folder that holds the generic and other bitmaps.

File name of Map bitmap

Enter file name of .bmp used for the map background.  Normally in the above directory.

Directory for PC Info files

A directory where PCInfo files are stored.  These files are optionally gathered by an optional external program that runs on each PC and stores them in the PCInfo folder.

Selection Buttons

The buttons allow selection of the various user definable lists including:

Technicians

Generic Types

Action/outcomes

SLA - Service Level Agreements

Charge codes

Status

Field Names

Access Types

Workdays

Sections

Categories

Service Types

Messages - confirmation messages and WEB HTML.


Generic Type

Device types can be grouped into generic types.  For example the generic type 'modem' may contain 'Amstrad sm2400', 'Racal Comlink VI' and 'USR 56.6K' modems.

When adding devices, the generic type can be used to list just device types of one generic type.

The generic type details screen allows some system fields to be defined to indicate which generic types are note fields, and horizontal/vertical ethernet segments.  Use the NetHelpDesk setup screen to define these.

Generic types also have a bitmap associated with them which is displayed if the type has no unique bitmap defined for it.  The name of the bitmap file is created by using the first 8 characters of the generic type description plus '.bmp'.  So make the first 8 characters unique.


Generic Types
Setup Generic Types

Generic types are groupings of device types.  For example 3com hubs and HP Hubs can be grouped into the generic type 'Hubs'.  A single bitmap can be assigned to the generic type and list boxes are made more navigable by selecting generic types before device types.

The details of generic types are entered on this screen which has the following details:

Description

e.g. modem, hub, PC

This is a connector

If the device is a connector check this box.

Note:  Thin and Thick wire ethernet (10base2, 10base5) is treated by NetHelpDesk as a device not as a connector.  At first that may seem odd, but when you analyze it further the ethernet segment is a best thought of as a device which is connected to other devices.  Drop leads and T-pieces do the connecting.  Ethernet segments are also used to represent networks which physically use hubs and UTP cabling to connect them.

Orientation of Ethernet LAN cable and NOTES

This radio box allows you to specify 2 things for special devices.

If the generic type is a NOTE then check the NOTE button.

If the generic type is an Ethernet LAN cable then you can decide if it is drawn as a vertical line or a horizontal line.

NetHelpDesk comes with some predefined thin and thick wire LAN cables and NOTES.  These should not be adjusted.


Go to Other End

If an offsite connector is selected then this button goes to the site at other end of connector.

Press it again to come back to the original site.


Identify faulty Item

Select the request which you are dealing with.  Then click on the site diagram window.  Select the device or connector which you wish to identify as being related to the request and click on the identify button.

If an identification has already been made a warning is issued and you can override this and re-identify the item.

The item is now linked to the current request.  Pressing the show equipment button on the request window will show the details of the item.

This can be used to identify faulty circuits or devices that need amendments carried out on them.


In use by

When a site is being edited by a user it is marked as being in use by that user.  Only one user should actively make changes to a site at a time.  Warning messages are issued if more than one user attempts to edit a site.

This field can be used to resolve conflicts that occur.


Include archived requests

If an archive has been run then requests that are relevant may have been removed to the archive. Use this check box to process the archive file as well  It will take longer.


Include non-external HD requests

This toggles the exclusion of calls which haven't come from an external help desk.  The default is to include them.  i.e. all requests.

(obsolete)


Incoming EMail Domain

This field is set a site level.  It is used to match incoming POP3 email requests to a site.  Enter the domain part of the email address you wish to associate with thsi site.  e.g.  enter 'acme.co.uk'  in order that emails from john@acme.co.uk are matched to this site.


Inform external help desk of progress

If you are interacting with an external or corporate help desk then NetHelpDesk will keep track of the details from it and you have the option of informing the external Help desk of progress.

Checking this box will stop that information flowing back to the external help desk.  So when the call is cleared for example no activity will be shown on the external help desk process list.

(Obsolete)


Installing NetHelpDesk

If you are installing NetHelpDesk for evaluation purposes or as a single user system, you can choose to install it on a single PC.

If you are expecting multiple users of the system, it is more effective to install the software onto a server and arrange for all users to load the programs from the server instead of from their PCs.

The Web interface to NetHelpDesk is installed separately, after the Windows client.

You need to install the Microsoft MDAC ADO software to use MS ACCESS or MS SQL Server databases.  A version is included on the CD, but it can also be found on the http://www.microsoft.com/data web site. If you don't install MDAC, you will be informed when you run the system or the following error message may be displayed:

The program has performed an illegal operation.  Exception EIntfcasterror in nethelpdesk.exe. Interface not supported.

ADO - What is it ?

A layer of software is required to access databases.  There have been various Windows standards for this database access layer and NetHelpDesk supports the most recent standard called Microsoft OLE DB via ADO (Active Data Objects).  This is replacing ODBC.

You may well find that you already have ADO on your PC as Microsoft ship it with the operating system and newer versions of Internet Explorer.  The ADO software is included on the CD and can be installed if necessary by clicking on the mdac_typ.exe file on the CD and following Microsoft's instructions.

Once you have ADO installed you can create and edit .udl files.  These are Microsoft Universal Data Link files.  They contain the details of what type of database is used, where it is located, and what username and password to use.  To edit  .udl files, double click on them.  They can be copied using Windows Explorer and then edited as required.

Single PC Installation:

NetHelpDesk is installed in the usual Windows fashion.  Place the NetHelpDesk CD in the drive and browse the CD's contents.  Find the NetHelpDesk Windows Client setup folder and select the setup.exe program by double clicking on it.

Follow the on screen instructions.  By default NetHelpDesk is installed in the C:\program files\NetHD folder.  If you choose a different folder then you will need to configure the .udl file that indicates the database location.  This is done by double clicking on the appropriate .udl file or using the edit udl file menu item in the NetHelpDesk program group available from the Windows start menu.

Remove the CD and store safely.  Click on the NetHelpDesk example icon to commence using NetHelpDesk. There is a database called NetHDexample which contains some sample device types and sites.  Login as user AdamR with a password of 'ar'.  This is case insensitive.

When you are familiar with NetHelpDesk concepts you can create a new database in order to start entering your organisation's network information.   Copy the empty database named NetHDempty.mdb and its .udl file to create a new database and then adjust the new .udl file appropriately.

Installation on a Server:

Create a shared folder on the server that will hold the NetHelpDesk programs.  On each PC that uses NetHelpDesk, map a drive to this shared folder.  For example, create a folder called NetHDsystem and share it.  Then map a drive letter, for example T:, to the shared folder from each technician's PC.  For simplicity, it is easier for all PCs to use the same drive letter.  You can use pure UNC names, rather than drive letters if you wish.

Once installed, you can create shortcuts on each technician's PCs to point to the T:\nethdclient.exe program in the shared folder.  If you specify the name of a .udl file as the command line parameter then that database link file will be used automatically when the program is started.

Upsizing to SQL Server

In order to get the NetHelpDesk database tables into SQL Server, you simply upsize the MS Access database tables to SQL server using the MS Access upsizing wizard.  This caters for all versions of SQL server and allows you to upsize from shared file systems at anytime.

Another option is to use the SQL Server Enterprise Manager to restore the empty or example databases from the SQL Server 7 backup file image that is included on the installation CD.  This requires a little more SQL server knowledge.

There are various combinations of SQL Server and MS Access versions that you may own.  Examples of 2 combinations are shown below.  Please feel free to contact us for assistance with the process.

Remember to schedule a backup cycle for the SQL Server database.  Enterprise Manager has tools for this.  Check that the backup is working.

Combination One: SQL Server 7 and Access 2000

A.  To run the upsizing wizard, first go to a computer with MS Access and the wizard installed.  Access 2000 includes the upsizing wizard as an optional part of its installation.

B.  Use Access to open the MS Access database you wish to upsize.  For example, the NetHDexample.mdb file. Select the menu option Tools, Database Utilities, Upsizing wizard.

C.  The upsizing wizard will then ask if you want to create a new SQL database or use an existing one.  Unless your SQL Server administrator has pre-created a database for you, select to create a new one now.

D.  The wizard will then ask which NT server the SQL database is to be stored on and what name you want to give it.  e.g.  NTserver1 and NetHDexample.  You will also need to have a valid SQL user name that has create table permissions in SQL server.  Users and permissions are created using SQL Server Enterprise Manager.

E.  Once you have filled in those details the wizard presents you with a list of tables that can be upsized.  Choose all of them.

F.  On the next screen you are asked if you want to have timestamps on the records - choose no.  Also you are asked if you want to link to the SQL tables from Access - choose no for this too.  (In Access 2000 this question is asked on the next wizard screen.)

G.  Finally click the finish button and the wizard will start the process.  It will create the tables, copy the data and create indexes.  If you need to repeat the process, you may wish to delete the tables using SQL Server Enterprise Manager first.

H.  Once complete, a report is produced and you can then use SQL Server Enterprise Manager to verify that the tables have been created in SQL Server successfully.  You can also check that the SQL user you intend to use for database access has the correct permissions to the SQL tables.

I.  Now create a new .udl file or copy one of the existing .udl files and adjust it to point to the newly created SQL Server database.  It must use the SQL server OLE DB driver that is selected on the first tab of the udl file editor.

J.  When you click on nethdclient.exe (with no command line parameters), it will list all of the .udl files in the current directory.  You can choose the newly created SQL Server .udl file.  Alternatively you can make the .udl filename the first command line parameter of a shortcut to nethdclient.exe in order to open it automatically.

Combination Two: SQL server 6.5 and Access '97

A.  Create the SQL Server Database

Create the required SQL Server database using SQL Server Enterprise Manager.  The following steps accomplish the creation of an SQL database called nethd.  Your organization may have its own standards with regard to database naming and creation.

1.  Login to SQL Server as user sa.

2.  Create a new database device called nethd size20mb.

3.  Create a new database called nethd using the device nethd.

4.  Create a user called nethd and give it access to the nethd database - permit all

5.  Edit the database and choose options - truncate on checkpoint and give user nethd all permissions.

The database is now ready to accept the upsized tables.

B.  Create ODBC DSN for the SQL Server DB.

On the PC that will be doing the upsizing from the MS Access databases, create an ODBC DSN that points to the newly created nethd SQL Server database.  This is done in Control Panel using ODBC32 Manager.  We suggest you call the ODBC DSN nethd and login in as the nethd user.  This is only a temporary requirement for the upsizing process, as ADO/OLE DB connection strings are used subsequently to access the SQL Server database, not ODBC.

C.  Run the Upsize Program

Access 97 has an add-on product called the SQL upsizing wizard.  This can be obtained for free from the Microsoft web site and a version is included on the installation CD.

The MS Access upsizing wizard asks for the ODBC DSN of the pre-existing SQL server database to which the Access tables will be upsized.  It will prompt you to login to SQL server using the nethd username and password.   Choose all tables and click the upsize button.  Once complete, check that SQL Server now has the database tables that you upsized.

D.  Edit the .udl file

Now create or copy and edit the sample .udl file.  This specifies the SQL Server name, username and password that are used to connect to SQL Server database.  There is a sample .udl file called SQLserv1.udl in the NetHelpDesk programs folder.

E.  Run NetHelpDesk

Finally run Nethelpdesk.exe from the program files location and choose the .udl file that you have just edited.  You can make this filename a command line parameter to Nethelpdesk.exe so that it does not prompt you each time you run it.

For support see the section entitled: Technical Support Contacts


Installing the Web Interface

Once you have installed the Windows client you can install the Web Interface module. This is available as an optional purchase and allows Web browser users access to the system.

The Web Interface runs on Microsoft's IIS web server software, or suitable web server, and uses a cgi executable called wb2.exe to generate HTML pages.  It has been tested with IIS 4 and 5.  IIS 4 is available for free from Microsoft in the NT4 option pack.  IIS 5 is standard issue with Windows 2000.

The IIS interface is very similar in both IIS4 and IIS5, so instructions are shown just for IIS5.

First, run the setup program for the web interface located in the NHWebInterface folder of the CD.  This will install a folder called c:\NHweb by default and is best on a NTFS partition.

The folder contains the wb2.exe file.  It also contains a sub folder called diag which contains the published site diagram images that web users can view.

It also contains a file called cnetweb.ini.  The first line of this tells wb2.exe where the logs folder is located.  Normally c:\nhlogs.  If you install to a different drive or path, adjust this file.  If you don't then IIS will give 'Internal error' instead of the web pages.

A folder called c:\nhlogs is created that holds an error message log file and temporary variables for each web user’s sessions.  This folder also contains the .udl file used for locating the database for the web interface.  It is called nhdatabase.udl and can simply be a copy of the .udl file you use for the Windows interface.  Or it can be a different .udl file if you wish to replicate the database to an alternative server, for example.

The logs folder also contains an error.log file which has details of errors and end user logins.

Note - The installation program only creates a read.me icon.  It does not copy any example databases for testing.  Use the databases you have used with the Windows interface.

Once you have installed the system, the following actions are required to make the web site operational.

A.  Create the IIS web site

This is done using the IIS manager program that is located in the option pack, Internet Information program group on NT4, or in the Administrative Tools, Internet Services Manager in Windows 2000.

Right Click on the web server and choose new web site.  A wizard will start and guide you through the process.  First enter a descriptive name.  e.g. NetHelpDesk Web Interface.  Then choose the IP address that you wish this to appear on - or leave blank for all IP addresses present on the server.  Enter the TCP/IP port number you wish to use for the web site.  Normally this is port 80.  If this is already in use on your server for another web site choose another port number such as 8080.

Enter the path of the root of the web site.  Browse to the c:\nhweb folder where the wb2.exe file is located.  Allow executables to be used on the web site by checking the appropriate tick box.

The web site should now be created and may be in a stopped state.  Use a right mouse click to start the web site when ready.  Before starting however, make the following adjustments by right clicking and choosing properties:

Documents:  enable default document - change to just wb2.exe.  This will display this page first when entering the web site.

See the IIS help file for an explanation of these settings.

B.  Give Execute permissions for IIS

By default, the folder c:\nhweb will have execute permission to all users as NT gives these permissions by default.  If this is not the case, or you wish to tighten security, use Windows explorer to set the permissions on the folder to be RX (read and execute) for the IIS user.  The IIS user is generally of the format IUSR_xxxx where xxx is the server name.  This is the user that is used by IIS to execute code and needs RX access to appropriate folders such as c:\nhweb.  NHlogs needs write access.

C.  Test the web interface

Using a web browser, type in the address of the web site you have just created.  The NetHelpDesk login screen should appear.  You can enter any valid NetHelpDesk login name at this point.  The type of access is controlled by the settings in the Windows based NetHelpDesk Client's setup screen.  Each NetHelpDesk user can be a technician with full control or be the person responsible for one Area/Client.  Individual end users do not need to logon to check the status of their own calls.

D. Appearance of Web Pages

The appearance of the web pages can be controlled via the Windows client.  Use options / setup / messages.  There are entries for the different states of the web site.  Adjust the HTML code carefully as required.  You will see that there are phrases such as REPLACEMENU that are non-HTML code.  These are replaced at run time by the system and create HTML for the menu etc.  Some experimentation may be required to achieve the effect you require.

E.  Trouble Shooting

If things don't work, use the NT event log to diagnose errors.

Check the NT security settings of the folders that IIS needs access to.

Check that the cnetweb.ini file correctly indicating where the logs folder is.

Check the .udl file by using the test connection button in the .udl editor program.

Check that you have set the default web page to be wb2.exe.

Look in the IIS logs in the winnt\system32\logs folder.

Look at the c:\nhlogs folder for error messages.

Test access to the area1.gif file rather than to the wb2.exe by entering http://servername:80/area1.gif in the browser's address box.

Contact our support desk, which can provide general help on default installations.


Inventory Number

The inventory number is a system maintained field (as opposed to user defined) that can be used to store a numeric number for each device in the NetHelpDesk database.

Searches can be made on inventory number.  It is can be used to identify non-diagrammed devices such as keyboards for example.

It is displayed on screens that list items and that show device details.


KB entry full details
Knowledge Base Entry - full details

Each knowledge base entry contains a number of fields.

The abstract field holds a short summary of the knowledge entry.

The full details field holds a complete description of the symptoms.

The resolution field holds details of the way the problem was resolved.

To navigate through the knowledge base use the red arrow key to advance to then next entry on the list of matches.

The re-index button re-indexes the whole database if required.


Knowledge Base

The NetHelpDesk knowledge base allows you to build up a simple, searchable text database of faults and their resolutions that can help in resolving problems that recur.  Instead of knowledge being held primarily in your support staff's memories it can be kept in the NetHelpDesk database.  If support staff leave, or are sick the knowledge is still accessible.

Entries is the knowledge base consist of:

An abstract

Full details

Resolution

Created by

When

Xref to other knowledge base entry

Xref to type of equipment

Review dates

Actions that can be carried out are:

Make a new knowledge base entry

Searching the knowledge base

External Documents, Images and Web Sites

NetHelpDesk also allows external documents, images and external web sites to be referred to.  These form part of the knowledge base that support staff can gain organized access to via the system.  To list all of the documents in the system use the main menu search - list all documents menu item.  To list documents that relate to one site or equipment type, choose the site in the left hand tree view and then use the right mouse to show its documents.

New documents can be added via the site edit and equipment type edit buttons.


Knowledge Base options

NetHelpDesk allows you to review the knowledge base entries periodically.  The number of days between reviews of the accuracy of entries in the knowledge base is set here.


LDAP import String

This is set at Site level.  When syncronising to an LDAP directory such as Active Directory, this string is used to query the directory and locate all users regarded as being at this site.

The string is in two parts.  The first is the 'from' part of the LDAP query.  The second part in square brackets is the 'where' filter.  The filter always says 'where objectclass=user' and so you need to add an 'and' should you need to filter by other criteria.

Sample strings are:

LDAP://CN=Users,DC=MyADDomain,DC=co,DC=uk     - This would select all users in the entire Active Directory user container.

LDAP://OU=Inverness,DC=MyADDomain,DC=co,DC=uk    - This would select all users in the Inverness Organisational unit.

LDAP://CN=Users,DC=MyADdomain,DC=co,DC=uk[and department='alness']  - This would apply a filter based on some criteria of your choice.


List All items

Used in conjunction with list devices and list connectors.  Used to control if diagramed items and non-off site connectors are shown.


List Documents

This list shows all external documents for all equipment types and sites.  Double click on the required document to start the external files viewer.

Alternatively you can go to a site and highlight a device and use the show external files button.


List Non-diagramed Devices
List Non-diagrammed Devices

Non-diagrammed devices are shown in list form using this button.

The non-diagrammed items are shown first, followed by connectors then diagramed devices.  Any fields defined as visible are listed too.  Inventory numbers are listed for all items.

Double clicking on a device will edit its details and make it the current device.  In this way a non-diagrammed device can be edited to make it diagramed if required.


List change log entries at the Area/client or site
List Change Log Entries for an Area/client or site

This list shows all the changes at the selected Client/Area or site.

The sort order can be adjusted by clicking on the column headers.

Double clicking on an entry will bring up the details screen shown below:

Software changes can show details of modules, dates applied to testing servers and release ids.  Typically a group of modules will be called a release.


Lists ethernet addresses
List ethernet addresses

Ethernet addresses can be kept in a separate ethernet address table.  This can be updated from query results or manually maintained or updated by scanning PC's configuration files.

The list screen allows you to search for an address or user name.

(obsolete)


Logon Screen

This screen validates the NetHelpDesk user.  The user name entered is used to keep track of who did actions, who made knowledge base entries and to whom requests are assigned.

If you have entered a value in the default login name field on the NetHelpDesk PC setup screen, then this will be displayed.

Enter the valid password for the user name and click on OK.   Passwords and user names are not case sensitive, but the user name is displayed with case sensitivity.


Lookup by External Help Desk ID

Enter an external help desk ID in the field next to this button and a search will be made for this id.

(obsolete)


Lookup by Request ID

Enter a request ID in the field next to this button and a search will be made for this id.


Main Menu

The main NetHelpDesk menu allows the selection of the following functions:

FILE	Show request statistics  (Runs a separate program)

Login as a new user

Run process reports and archive old requests

New - displays instructions on adding new items

Exit

SEARCH	Quick Find

Run Query

Setup Query

List Documents

List all service status's

List changes in last 7 days

OPTIONS	Setup

Include hidden and intrasite

HELP	Contents

About - shows version number


Main NetHelpDesk Screen

This screen is shown on startup and acts as the navigational centre for NetHelpDesk.  From it, users can go to the various NetHelpDesk functions by using the side menu bar, toolbar, menu or tree view selection list.

Some NetHelpDesk functions start with the user selecting the required site or user in the tree view selection list.  This can be expanded and contracted as required in normal Windows style.  The left side bar menu is used to choose the type of information you wish to view – requests, changes, equipment etc.  The tree view selects the site or technician etc.  Once the required site or user has been selected, the user can click buttons that list items or add new items to the system.  Clicking the right mouse button on the treeview shows context sensitive menus.

The buttons for adding new items are at the bottom of the screen on the left and are described below:

 This button allows the creation of a new request.  Select the site and user making the request.  Alternatively right mouse click on treeview on a selected user.

 This button allows the creation of a new change log entry.

At the bottom of the screen there is a button that will print the details currently shown in the left hand list.  The spreadsheet icon [image] exports the current list to an excel spreadsheet.

Two check boxes allow the inclusion or exclusion of cleared requests in the list.

A filter box allows you to restrict the display to just one area/client.


Main Toolbar

The left hand side menu bar makes the overall selection of information you are interested in.  Select requests for help desk request, change log to view changes etc.  The top toolbar allows access to views of the information, diagrams and the knowledge base.

Each button will show a 'tool tip' if the cursor is left on it for a second or so.

The first six buttons select the contents of the treeview and the way the information is sorted and selected.  The next buttons display diagrams, knowledge base and show the map.  The final button exits NetHelpDesk.

List by sites -click to list all areas/clients in the left hand tree view.

List requests by date - list requests by date ranges

List by technician - list request by who is assigned to them.

List by seriousness – requests by seriousness.

List by status – requests by status.

List by equipment – see requests, changes, devices by equipment type.

Show Site Diagram – shows diagram of selected site.

List change log entries at the Area/client or site

Show Overall Map

Search Knowledge Base

Process reports / archive


Make a new knowledge base entry

Press the 'new entry button' on the main knowledge base search screen and fill out this screen.

All of the text fields are searched for the users selected text when the search function is chosen.


Making best use of NetHelpDesk
Making the Best Use of NetHelpDesk

There are various ways of using NetHelpDesk to document your network and process requests.  Think about what sites and equipment you have in order to decide on a reasonable structure for your data.  The structure can be fine tuned later as your needs change.

The data model, below, shows how NetHelpDesk groups network information together.

Your organisation covers AREAS or supports CLIENT'S networks

AREAS/CLIENTS contain SITES

Sites have USERS

SITES have TYPES of DEVICES, CONNECTORS and SERVICES

DEVICES and CONNECTORS have FIELDS that contain data

Users at Sites make REQUESTS and report problems that become

a KNOWLEDGE BASE

DOCUMENTS relate to sites or equipment types

TECHNICIANS resolve problems using all the above data and keep it up to date in NetHelpDesk.

One way of starting the process of documenting your network and preparing to track requests is as follows:

1.  AREAS/CLIENTS

Sites are grouped either into Areas or by Clients.  NetHelpDesk can be used by:

A single organisation with a number of Areas and sites

or

A network support company that has a number of clients, each of whom has a number of sites.

Make a list of areas, regions or clients that can be used to group sites together.  Between ten and twenty areas will be a sensible number if you have more than one hundred sites.

If you have a particularly large number of sites in one town, consider making use of different areas to split the sites up into groups.  e.g. North London and South London.

If you have only a few sites, then you may not need to have more than one area.  Create an area called your company name or All Sites or Area One.

2.  SITES

Sites are normally readily identifiable.  If you have sites that have a large number of devices or contain devices linked by private circuits, consider making them separate sites.  Sites with more than a hundred devices are probably best split into two sites.

You may wish to think of departments within a site as being separate sites.  e.g. HQ-Finance and HQ-Sales.  You may be more interested in the network structure than the departmental functions.

Think about what data fields you wish to keep concerning each site.  Some fields are set up for you, but you can edit them or add others, as you require.  Most users want address details and the name of a site contact.  You may want to keep track of who is the out of hours contact.  Review the site data fields that NetHelpDesk comes with.  List the site fields using the setup screen and add any you require.

Once you have an idea of the sort of areas and sites you require, add them via the main screen treeview or go to the map view and choose the add area/client button.  Complete the screen and then add a site.  Optionally, fill in the default telephone number for all users at this site.  Once you have added the site, it will appear on the map screen in the top left hand corner.  Select it with the mouse and drag it to the position on the map you require.  Finally, choose edit site to complete the site entry.

Repeat this for other Areas/Clients and sites.

If you only want one area, use the edit area/client button to edit the Area One name that is pre-defined in the empty NetHelpDesk database.

3.  GENERIC DEVICE TYPES

Types of devices can be grouped together into a higher level group called a generic type  (e.g. Modems, Routers, PCs).  These generic types all end with a letter 's' to indicate that they are groups of devices.  The NetHelpDesk empty database comes with a number of generic types setup.  The empty database also contains one actual device type of each of these generic types.

Make a list of the kinds of devices that you have.  These will become the NetHelpDesk generic types.  You could have:

Modems

Bridges

Repeaters

PCs

PABXs

Servers

UnixBoxes

Cables

NetHelpDesk includes these generic types in the empty database as most companies require this grouping and have these kinds of devices.  You can easily edit these names if you require.  It's easier to edit the name than delete and add a new one.

Note: the bitmap or graphic that is displayed for a generic type has a filename of the generic type name truncated to 8 letters with +'.bmp' appended.  Spaces not allowed.  You can specify the bitmap for each individual device type if required.

You may prefer to record details at a lower level by manufacturer:

Racal Modems

Multitech Modems

Gandalf Bridges

Spider Bridges

3COM Routers

Olivetti PCs

IBM PCs

4.  DEVICE TYPES

Now you can define device types within each generic type.  You may have a 3Com Hub and an HP Hub under the generic type of UTP Hubs.  You create the new types by using equipment treeview on the main NetHelpDesk screen. This will allow you to define the manufacturer of the device and what fields of data you wish to keep about the device.  You may wish to keep the IP address or File server name for devices.  You can also choose to display a different bitmap or graphic if you want to make different devices easy to distinguish on diagrams.

Each type of device or connector can have its own individual fields (e.g. Inventory Number, IP Address, File Server Name).  You are not limited to preset field names for all devices.

5.  INDIVIDUAL DEVICES and CONNECTIONS

You now add devices to your site diagram and connect them up.

Display the site diagram screen and choose the add device menu item or icon and select the device you wish to add.  Position it on the screen as required.  A grid will help line things up. You can turn the snap to grid off if you like.  Once added, use the right mouse button to edit the data fields for the device.

When you have two devices added, you can join them with a connector by using the add connector icon or menu item.  Select the type of connector and click on the devices at each end.

6.  SUPPLIERS

You can enter details of suppliers who manufacture devices and who you log help calls to.  You can slowly add items to the supplier screen as and when you need to contact them.  Or you could enter all details in one go.

7.  USERS AT SITES

Each time a new user at a site makes a request or logs a call you can quickly add them to the database.  In this way, the user list is built up as needed.  It may be easiest to put all your site and area names in first, to get a logical structure to your database.  If you have a spreadsheet or file of sites and users that you wish to import to NetHelpDesk, please contact our support team who have various importation tools available.

8.  KNOWLEDGE BASE

The easiest way to start this is to ask support staff to make an entry once they have fully cleared a call.  At this time they can re-assess the symptoms and actions they took to make a useful entry for other staff.

The review features allow you to review the data periodically and enforce standards and quality of the knowledge base.

9.  USER DEFINABLE PARAMETERS

NetHelpDesk is customisable to meet the needs of your organisation.  The setup screens allow you to define a number of parameters and values.  You should review the default values that have been set.  You may need to add extra actions, outcomes, and status values or rename them to suit your procedures.

Final Note

Encourage staff to update NetHelpDesk each time they install new equipment or change equipment at a site.  Install NetHelpDesk on a portable PC and update the details on site.


Man Hours taken

The actual man hours used resolving the request.  Used for statistics and comparing estimated to actual.


Manual NT backup Service Checking

Some services need to be checked manually to ensure that they are working.  A nightly backup is an example of this.

It involves changing the tapes and checking the backup log for errors.

By defining a service for this you can tell the person responsible for these two tasks to make a manual entry into the NetHelpDesk service status system once he has completed the tasks.  That way a history of what has happened can be recorded and if he forgets then the service will show a status of 'unknown', prompting action.

Simply define a new service and set a checking interval of one day.

When the backup has been manually checked and the tapes changed, make a manual entry against the service saying what tape has been inserted and whether there were any errors in the backup.


Manufacturer

The company which manufactures the device type.  The list of companies is maintained using the supplier edit screen access by selecting from the main NetHelpDesk screen button suppliers.


Map View

NetHelpDesk creates the map view automatically from the details of inter-site connections that you have entered on the site diagrams.

There are options to display different levels of details on the map or to highlight sites that have requests outstanding.

Navigating around the Map

You can navigate around the map by using several methods:

Hold down the right mouse button, move mouse and then release button.  The marked area will then fill the screen.

Use the zoom/unzoom buttons on toolbar

Double click on a site to show its site diagram.

Map View Toolbar Functions

The toolbar enables the following functions:

Show site diagram

Edit site details

Add new site

No Zoom

Undo Zoom

Edit Area/client Details

Add new area/client

Toggle sub site display

Show Requests/faults

Show Names

Show Connections


Memo screen

Memo screens allow free format text to be stored against an item.  Memo text is not searchable.


New Request setup options

When a new request is created either through the Windows client, or via the Web Interface, the values for certain fields can be defaulted using this screen.

Different values can be chosen for ordinary requests, change requests and installation requests.

The way in which the technician is assigned is controlled by the drop down box on the row where the technicians are listed.  If you choose to 'use these values', then the named technicians are used.  If you choose to 'Use area/client settings', the values set for each Area/Client are used to assign a technician.  If you choose to assign to 'technician creating request', then the currently logged in technician is used.  As a fall back the values on this screen are used if no technician is assigned.

The status of a new request is initially set to the value shown in the initial status box.  Optionally you can choose to adjust that status to a different value based on whether the field 'user has been contacted' is ticked on the new request screen.  Some organizations want to use this option.

Also you can choose to amend the status when anyone opens up the request and presses the OK button.  In the screen shown above new requests start off at 'New, no contact', and when a technician opens the request and presses OK, it will change to 'Actionable'.


Next request on list

The main NetHelpDesk screen displays a list of requests.  This button moves the user to the next on the list.


Non-Diagrammed Devices

These are devices which you want to keep track of, but you don't need to know how they are connected.  They do not show up on the diagram but are available as lists of items at the site.  The details of these devices are edited in the same way as other devices.

They can be switched back to showing on the diagram by unchecking a check box at the device detail level.

For example a site may have 10 PCs, a UTP hub, a router and a Private Circuit.  You may decide that you don't want to keep track of which UTP port the PC's are plugged into and so don't need the PC's to appear on the diagram.  The UTP hub and router and circuit should appear and so you draw those on the diagram.  You can still keep track of details of each PC however and it fully participates in all other NetHelpDesk functions such as searching.

One use for non-diagrammed devices would be PC components such as monitors and keyboards which may have inventory numbers but you don't/can't keep track of which one is plugged into which PC.


Norton Anti-Virus Service Status

Symantec's anti-virus product can be configured to send emails when various service affecting events occur.  For example when a nightly scan has completed successfully, and when a virus is detected.

Simply configure the NAV AMS to send these emails to the NHserver mailbox and they will appear in the service status displays.  You may decide to treat any virus detection messages as new requests that appear as normal requests rather than as service status messages.


Order Entry and Stock Control

Optionally you can keep track of orders that users have placed for goods.

This could be for consumable items such as inkjet cartridges, floppy discs or software.

The system keeps a list of items that can be ordered and allows an order to be created based on the items selected.  A history of orders can be used to facilitate the addition of items to an order.

Stock Items

Items are grouped together using generic categories that you define in options/setup.  When creating a generic category use the tick box to indicate that the category contains items that can be ordered.

Items are created by first clicking on the main left hand  menu bar 'items', and right mouse clicking on the required category.  The item screen is shown.

The item details screen shows:

Item ID - assigned by user, or automatically assigned

Status - can be active or inactive

Generic Category

3 Descriptions

Notes

Quantity in stock, on-order and issued this year

Base price

Goods in units - the unit of measure used for receiving goods into stock from suppliers

Goods out units  - the unit of measure used for sending to the customer/user

In-Out Pack size - defines the number of goods out units in a single goods in unit.  In the example, we see that there are 10 single cartidges in one box of cartridges purchased from HP.

An item can be deleted if there are no orders for it in the system.  Or it can be made inactive using the menu bar.

Orders

Orders are created by using the 'new order' button at the bottom of the main screen, or by right mouse clicking on a user and choosing 'new order'.  The order entry screen is displayed as shown below on which items can be added.

New items are added using the 'add items' button.  The screen initially shows a history of all items ordered.  Click the tick-box to see all items.  Once added the items appear on the main order screen where the quantity can be changed.  To delete an item press the delete key on the selected item.

New items are ordered in the shipping unit of measure.  This can be overridden if a whole case or box of the item is required.

Once the order is entered, click on the 'print delivery note' button to print a delivery note and update the stock on hand.  The status of the order will change to completed.  To amend the order, use the file menu item to change the status of the order.

Receiving Goods In

Goods can be received into stock when they arrive from the supplier.  Either choose 'goods in' from the main file menu, or go to the item list and right mouse on the selected generic category.  Enter the amount of goods received and the stock will be updated by adding onto the current count.

To enter the initial value of stock, or do a stock take, tick the box at the bottom of the screen and the values entered will replace the value on file.  Enter a value of -1 to zeroize an item.

Regular Customer contact / call plan

The call plan screen is accessed via the search main menu item.  It lists out all sites that have not had a call for the number of days specified for that site.


Outline Selection List
Tree View  Selection List

The main NetHelpDesk screen has an tree view on the left hand side.  A single click will display information in the status bar at the bottom of the screen.  A double click will expand the outline and syncronise the right hand list. A right mouse click will present an context menu.

If a new site, area or equipment type is added then use the first three buttons on the toolbar to refresh the list.

Use the right mouse button on a site or user name to edit that user's details. or to edit the item selected.


Overview
Overview of NetHelpDesk

NetHelpDesk keeps track of your user's helpdesk requests and key information about your network.

NetHelpDesk organises information concerned with:

•	Sites and users

•	Requests and faults that users have reported

•	Actions taken to deal with requests

•	Resolved faults that become a knowledge base

•	Change requests and change management logs

•	Service level agreements and helpdesk statistics

•	Operational service status

•	Equipment inventory at sites and how it is connected

•	Leased lines and circuits between sites

•	Information, documents and pictures of types of equipment

•	Supplier details

•	IP addresses and other device details

The key to managing a network successfully is to have this information easily accessible and updateable.

NetHelpDesk is a multi-user system with security levels.  Data is stored in industry standard database tables in a variety of scalable formats including Microsoft Access and Microsoft SQL Server via ADO (OLE DB).

NetHelpDesk can run on any 32-bit Windows platform such as Windows NT, '95, '98, Windows 2000 or XP.  There is also a WEB browser based interface that can be used by users or technicians to track the status of requests and the status of systems.

Please consult the following sections to install the software and decide how best to use it in your organisation:

Installing NetHelpDesk - Windows client

Installing the Web Interface

Making best use of NetHelpDesk

Technical support contacts


Period

The period which the statistics cover.  This can be today, this week, this month or this year.

Weeks start on Monday morning at 00:01, just after midnight.

The values are relative to the setting of the 'today' field.  By changing 'today' to be 30/09/95 the statistics for September 1995 can be shown again.  Remember to include archived requests if the time period goes back after an archive has been done.


Phone Number

The Phone number of the user or main user at the site.  If an entry is not made for each user then the field called main phone number from site details screen is displayed.

The phone number field can be modified for each call if required.


Previous request on list

The main NetHelpDesk screen displays a list of requests.  This button moves the user to the previous on the list.


Print Diagram

The current site diagram is printed on the default Windows printer.  Ensure that the printer has enough memory.

Options are available to print the image at different zoom levels.  Advanced options allow further control over the image printed.


Print Map

The current map is printed to the default Windows printer.  This can be set from the main NetHelpDesk screen using the printer setup button.

Ensure your printer has sufficient RAM memory to enable bitmap prints to be printed.


Print details

The details of the current request are printed on the selected printer.

Use the main NetHelpDesk screen print button to print a range of calls.


Print request option

You can print a hard copy of the request immediately if you wish.

Or print a line on the external help desk process list.

Or print nothing - the default.


Processing Reports / Archiving

This option allows a report to be run that shows significant events in the life cycle of a request.  It can be used as a paper based interface to an external or corporate help desk, or just as an offline reporting/checking tool.  Charging  details are listed on the report.

It also allows archiving of requests that have been cleared for a specifiable number of days.  This can improve performance for non-SQL databases, but still allows restricted access to the requests.

You need to have level 6 security access to use these functions.

The 3 options allow:

Print process report - best run when users are not in the system, as locked requests will be skipped over.

View report - view the above report in Notepad - use print option to send to printer.

Archive requests - Users must be logged out of NetHelpDesk before running this.  Select the number of days a call has to be cleared, before it is archived.

The special message field allows a few lines of text to be shown at the top of the report and can be used to summarize the current overall situation or pass other information as required.


Replace Device

This screen allows the user to replace one device type with another and to selectively transfer the data field across using drag and drop techniques.

The top grid shows the data in the current device.  The bottom grid shows the data as it will be stored in the replacement device.  Drag fields from the top to the bottom making them go into the new fields as required.


Report Selection criteria

This screen lets you choose the report selection criteria for user defined queries.

You can add several criteria in order to get ranges or multiple values.  All of the criteria are 'AND' ed together.


Reported By

This field can be used to record who reported the fault or request.  It is best to create the request using the user and site name where the request is required.  Then use this field if it has been reported by someone at another site.

For example some departments within your organization may have staff at HQ that attempt to resolve problems at their other sites first and only then report them to you.  You need to track where the problem is and who to tell once its fixed.


Request ID

All requests are assigned a system generated unique number.  This can be used to refer to a call by the user making the request and technicians.


Request Type

There are 3 request types available.

Normal requests - used for faults reports and other requests.

Change requests - used to track requests that need to go through a change management process.

Installation requests - used to track installations, planned work or equipment purchase.

Normal requests have their fix-by-date calculated based on the seriousness and SLA in effect.

Change and installation requests allow the technician to enter a fix by date.


  Request and Fault Processing

NetHelpDesk can keep track of faults, change requests and installation requests concerning your network or other systems.  The diagrams, knowledge base and access facilities in NetHelpDesk enable you to resolve faults and requests from within a single system.  Change requests and installation requests can be processed through a change management procedure you define.

New requests or details of faults are entered into NetHelpDesk and are assigned an incremental reference number.  The request can then be assigned to a technician who can enter details of actions taken to resolve the request.  Cross references to devices or connectors can be made and intelligent devices accessed via telnet, rconsole or a remote control program such as VNC all from within NetHelpDesk.  Related documents and the knowledge base can be referred to, again all from within NetHelpDesk.

Once completed, the request can be marked as cleared, charged for and printed on an audit report for further processing by a corporate help desk or charging system.

Old requests are archived to a history file to improve performance.

Statistics are produced by a separate program, which can be given to management who can view the current status graphically without giving access to detailed information.

The following functions can be carried out and are detailed in the on-line help:

Entering a new request / fault

Viewing and updating details

Taking actions to resolve fault

Examining Statistics

Processing reports / archiving


Request Setup Options

There are two screens of options that determine how requests are processed.

Single Section - check this if only one section or group of technicians is using the system. It means that re-allocated calls are automatically cleared rather than passed to another section.

Fix by days - lower/upper.  Allows control over what dates are used in the list faults by due date list.

Reports directory - directory that NetHelpDesk process lists are stored in.

Everyone use this SLA - if you just require one SLA for all users, choose it here.

For each of the three types of new request, (normal, change and installation), a different set of default values can be setup:

Default Section

Default Categories - categories it defaults to.

Default Technician - technician new faults default to.

Default Seriousness

Default Status - the initial status assigned to a new request


Resolution

Details of how the fault was resolved.  Preferably this should apply to as many cases as possible and not just one particular fault.  i.e. don't say 'reconfigured HQ router with address 123.33.33.33', but say 'reconfigured router with correct IP address'.


Restrict to one area/site

Optionally you can restrict the query to just one area/client or site.


Review dates

A date for review can be set so that the knowledge base entries don't become out of date.  You could review them every 3 months after creation for example.


SLA - Service Level Agreements

SLA's are agreements made between 2 parties to state what the required return to service time is for different categories of request.  SLA's can exist between users and the IT department and also between the IT department and any of its suppliers.

NetHelpDesk allows flexible SLA's to be defined and monitored. Each request is given a fix-by date automatically based on the applicable SLA.  Technicians can list the outstanding requests in order of fix-by date.  They can choose to work on those calls most likely to breach an SLA.

If a call is cleared within the time specified by the SLA then it counts in the SLA comply statistic.  If the call is not cleared with the required time (taking into account working days and office hours and holidays) then the call is classed as non-comply in the statistics viewer.

A non-compliant call is notified to the techician when the call is cleared.  He can choose to then take the action SLA Excuse which will exclude the call from the statistics.  A reason must be entered for this.  This allows non-compliant calls to not affect the statistic if a valid excuse is given.

MULTIPLE SLA's

In the simplest case only you may initially have one SLA is in place that should apply to all requests.  If so then set the NetHelpDesk control file option - Everyone use this SLA and enter the number of the SLA.

Now setup or examine the SLA selected and adjust the different seriousness or impact levels according to your SLA.

In the more complex situation you can have several SLA's each with its own settings for resolution times.  This is likely to be the case with multiple clients or suppliers who will have different SLA conditions applying.  Or it may be the case if you provide different levels of service based on how far away or important a site is.

If you use the multiple SLA option, the SLA number is set either at the site level or at the company level in the case of suppliers.

Editing SLA's

This is done using the following screen:

Click on the + sign to add a completely new SLA and assign it a number.

Enter the description and select the working days calendar - only one available at present.

Then double click on the table at the bottom of the screen to enter each seriousness record which you wish to have.

Each seriousness level you choose can have a description and you can say how many days or hours requests of this level of seriousness have to be resolved within to be classed as compliant.


SQL server backup Service Status

SQL server an be configured to send email messages on success or failure of the steps in a SQL backup or other SQL job.

Simply use the SQL server job editor to add steps at the required point to send appropriate service status messages.  For example on job step success you could send the 'OK' status message, and on job step failure you could send the 'Fault' status.


Sample Query
Sample Inventory Query

A sample query looking for IP addresses for any type of device.


Sample Request Detail

This screen shows details of a request:


Sample Statistics
Sample Statistics Screen

The request summary for a one month period shows the number of requests dealt with by category.  It shows a total of man hours spent compared to estimated hours.  It also shows how many calls complied with the SLA in place.

It can include archived calls and so can be run at any time to produce statistics on historical performance.

Changing the selection period of type of statistic or start date will require refreshing the data by clicking the refresh button.

The id's of the requests that fall into the various SLA categories are listed at the bottom of the screen in the middle.  Clicking on one of these brings up a details screen that allows the SLA compliance to be adjusted.

Other options include exporting the data to Excel and clipping the graph to the Windows clipboard.


Sample Diagram

This diagram shows devices and connections at the Newcastle site.  Off site links to other sites are shown with the globe symbol.


Scanning PC's configuration files

An add-on option for NetHelpDesk allows the scanning of PC configuration details files that have been stored in the PCInfo folder.  These files contain selected details of each PC's software and hardware configuration.

By scanning these and using them to update the NetHelpDesk database a simple, but effective method of looking at a PC setup is obtained.

The PCInfo files are created by running a small program periodically on the PC or server  A sample program is available on request.


Search
Search Requests

Requests can be searched using this function.  The following screen is used to select the field to search and the value to look for.

The active Requests database will be searched and the first matching request displayed.  Use the 'search next found' button to move to the next match.

A check box allows the search to include cleared calls.  To search archived calls select archived requests first, check the cleared box and start search.


Searching the NetHelpDesk database

The data stored in the NetHelpDesk database can be searched by means of standard reports, user-defined queries or by the quick find function.  The data on request and faults can also be searched using the request screen search functions.

Choosing the main menu option 'Search, run report of query' displays the following screen:

Standard reports are available with no setting up, but cannot be altered by you.  You can choose the area/site to report on when running a standard report.

User defined queries are defined and setup once, and can then be either re-run at a later time.  They are more flexible and you can choose the fields and conditions that the data must satisfy to appear on the report.

The user defined queries are of two type - inventory and non-inventory.  When you create a new report you are asked to choose what type it is.  Inventory queries can report on the user defined device and connection data and can lead to updatable lists of device data.  Non-inventory queries report on the other data in the database.

Inventory Queries

Sample Inventory Query results:

This screen shot shows the results of running the IP address query showing all of the devices with IP addresses.  The data can be updated using the Start Updates button, printed or saved to a .csv file.

For IP address fields there are extra options that allow you to list the highest and lowest IP addresses currently used.

The following functions can be carried out for Inventory Queries:

Setting up an Inventory Query

Viewing Inventory query results

User Defined Queries:

These queries let you specify the fields that are listed on the reports and have more control more over the query.

Editing the query is done using the following screen:

The fields include:

Description - any descriptive text.

Table to query - Choose the database table to be queried.

Report style - Group or List - Choose either a simple list report, or one grouped by the sort order fields.

Selection criteria - Choose the criteria for data to appear on the report.  To let the user choose at report run-time, select 'prompt user'.  The criteria are 'AND'ed together unless you choose to use 'OR' instead.

Field selection - Choose the fields that are to be shown on the report.

Sort Order - Select the fields on which the primary and secondary sorting is to occur.

Landscape - Choose between a landscape and a portrait report

Totals Only - Display only the totals and not detail lines.

When the user defined query is run, the results are displayed on a preview screen.  You can choose to print from this screen and scroll around the report as required.

As part of the setup screens, you can give a different descriptive names and display sizes to the fields in the database.  This facilitates non-english use of the system and allows you to call the report field names by your own names.  This is done in the 'options/setup/query fields' menu item.

Quick Find:

The quick find function searches all the NetHelpDesk data fields for a value. Although not as flexible as a full query, it can be used when a specific piece of data is being looked for quickly

All searches are case insensitive.


Searching the Knowledge Base

Enter the word, or words, you wish to search for and click on search.

Words in the first box are 'or' ed together.  The word in the second box is 'and'ed with the first box.  For example to find entries which have:

 the word   "wfw"   or the word   "novell"      but contain the word    ''server"

Use the following entries - first box: wfw novell,  second box: server.  The ones that have the word server are then highlighted in red.

Click on an entry to see its full details.

You can also list all the entries for a type of equipment and view all of the external documents and web sites in the system.


Section assigned to

NetHelpDesk supports the option to group technicians into support groups called sections.  Requests can then be assigned and tracked by each section independently of other sections.  You could chose to just have one section.

Sections are created in the Section setup screen. Technicians are assigned to sections using the technician edit screen.


Selection criteria

Optionally you can select based on values in fields.  Select the field name and then choose the way in which the field data is to be compared.  The options include:

Equal

Not Equal

Is Blank

Is not Blank

Contains

Doesn't contain

Then enter the value to be compared against.


Seriousness

Each request can be assigned a seriousness rating.  1 is normally the most seriousness.  Other levels are defined in the SLA setup screen.

The seriousness rating defines both the effect on users and a default elapsed time to resolve.  The new request screen has a drop down list of what the seriousness ratings mean at your site.  For example a rating of 1 means that 'Many users cannot work - fix in 3 hours'.

When a request is logged with a rating of 1 it's fix by date is set for 3 hours time.  After this it becomes overdue.  If you are using the escalation process, running in real-time, then the escalation messaging process will occur.


Service Status

NetHelpDesk can track and report  the status of services to technicians and end users.  The status of each service can be viewed either through the web interface, the Windows interface or as escalation messages that are generated when a service fails.  New requests can be raised when a service fails and you can track the actions taken to restore the service to operational status.

The use of this feature is optional. It is designed to be part of your well managed IT service in which you know what services are being provided to users and you can show that they are being monitored and provided reliably.

The definition of a service is quite broad and allows extensive customisation and integration into your operational systems.  A service is generally some application level process of interest to end users or some recurring task that you want to track and prove that it has been .  Examples include:

- A nightly batch job, such as a backup, virus scan, or disc space check..

- A frequently recurring check, such as a check of the status of a network link, or a check that a URL is operational.

- A manual task such as changing of the backup tapes in a server or periodically reviewing the list of valid users.

- Monitoring for warning messages from a third party utility or monitoring system and tracking that actions are taken to respond to the warning.

- Any task or job that you wish to report the success or failure of , and which may form part of your SLA.

Services are defined at the site level.  Use the edit site screen to add and edit service details.  See the service status definition screen for details of how to define a service.  See also the email rules screen that defines the types of emails that are processed by the NHserver program.

To view the status of services, click on the main vertical toolbar services button and select the required level in the main screen left hand tree view.   A check box allows the selection of only those services that might have a problem.   The Web Interface also displays service status.  See the service status viewing screen for details.

NetHelpDesk integrates with the third party software and systems that you currently have to bring the service status information into the helpdesk's pool of information and making it available to technicians and end users.  It works by receiving emails from your third party systems and processing those emails to update the NetHelpDesk service status database.

Defining a new service involves two tasks.  First define the service at the required site.  Then configure whatever third party monitoring or service status collection mechanism you are going to use to send emails to NetHelpDesk via your email server.  For example, if the service is a virus checking service then configure the virus checking program such as Norton Anti-Virus to send a service status e-mail on completion of a nightly virus scan to the NetHelpDesk server e-mail interface e-mail address.

If the third party service status gathering program does not have the ability to send an email directly as part of its functionality, then you can use the NetHDSendStatus.exe program to send the email.  In this way batch files, and other scripting tools can be used to write the status monitoring mechanism and you can integrate this mechanism into your existing batch processes or other systems.

Examples of how to do this are given for Norton Anti-Virus, SQL server backup, manual NT backup and disc space checking using Microsoft's WMI scripting system.

In general any 3rd party product which is able to send an email when an event occurs can be configured to let NetHelpDesk know the service status.


Service Status Viewing Screen

This screen shows the status of services.

The checkbox at the foot of the screen allows you to only display services that have problems.


Services at a site
Services defined at a site

The services that are related to a site are listed on this screen.  New services can be added and existing services can be amended.

Details of one service:

There are 4 tabs of information about each service.  The defaults are often sufficient, but you can adjust the values to fit in with the third party monitoring software that you are using.

The details tab has the following fields:

ID Number - this is the number should be used within the third party tool or batch scripts to identify the service being reported on.

Description - this is displayed in lists of services.

Parameters 1,2,3 - these are set for each service and have meanings dependent on what the type is.  For virus checking services the first parameter is the server name being checked.  For file transfer services the first parameter is the keyword associated with the service, the second is the destination file location.

Check Interval - this is the interval at which the check is expected to send an 'all is OK' message.  If the message doesn't arrive then it indicates that the state of the service is unknown.

Service Type - the type of service e.g. virus checker, disc space checker, URL checker.

Override - this is used to override the actual status with one set by the user.

Details Link - this is a link to more detailed information about the service.  It may be a URL or the name of a file preceded by the name of a viewing program such as 'notepad.exe'.

The identification rule  tab defines how the incoming service status email is linked to a service and has the following fields:

Rule is enabled - uncheck this if you want to temporarily disable this rule.

POP3 Server - which POP3 server the email arrived on.

Subject - a string that is found in the email subject.

Body  - a string that is found in the email body.

From Address  - a string that is found in the email from address.

To Address - a string that is found in the email to address.

The status rules tab defines how the system knows what the status of the service is, i.e. is it OK or a Fault and has the following fields:

Receiving any message means OK - this means that if any message is received, it is treated as being an indication that the status is OK.

Subject - a string that is found in the email subject indicating the status is OK.

Body - a string in the email body.

From Address  - a string in the email from address.

To Address  - a string in the email to address.

The same fields are repeated for the status of a fault, plus an extra field called 'create request on failure'.  This field lets you automatically create a new help desk request if the status of the service becomes a fault.

The Notes tab allows you to keep a descriptive note about this service.

A service can be in one of the following states and is indicated by the colours of traffic lights on service status lists:

OK - the NHServer program has received an email for this service that says it is OK.  It has been received within the time frame expected. (green)

Fault - the NHServer program has received an email for this service that says it has a problem and is faulty. (red)

Unknown expired - No email has been received telling the status of the service within the time frame expected.  So the service may be OK, but you don't know. (purple)

Overridden - You can manually override the status of the service as required. (An ! precedes status description)


Setting up a Query
Setting up an Inventory Query

Query's are initially setup and modified using this screen.  Here's a sample screen.

The fields that are available for selecting the data you require are:

Type to search    or    Field Name to search

Choose one of the above.  To change reselect press the NEW button.

Then the rest of the fields are filled in as follows:

Selection criteria

Fields to show

Field to sort by

Restrict to one area/site

Description of query

Press the SAVE button to save the query.


Setup / Options / Administration

NetHelpDesk can be customised in a number of ways and at different levels.  It allows each PC to have some preferences and to enforce global standards as well.

From the NetHelpDesk main menu bar, select options - setup.  Changes are only saved if made by an administrator level user. (except this PC's settings).

The tabs on the setup screen show the following:

General codes and folder setup options

Knowledge base options

Diagram setup options

Request setup options

New Request setup options

External document folders

This PC's settings


Setup Access Types

Access types define how a device is accessed when the access menu option is selected from the site diagram screen.  This allows devices to be highlighted with the mouse and then a function run against them.  e.g.  ping an IP device or Rconsole onto a Novell server.

The way in which a device is accessed is defined by the access type shown against each device type.

This screen defines how those access types work.

Text 1,2,3

This is the fixed text that is used to create the command line function.

Field 1,2,3

This is the field which variable data is taken from and appended to the command line function.

EG - to set up a command that would telnet a device on port 2048:

The Text1 field would be set to 'telnet'.

The field1 field would be set to 'ip address'

The text2 field would be set to '2048'.

When a device having this access type was highlighted the device's ip address would be extracted and the following command executed:   'telnet 192.33.44.55 2048'.


Setup Charge codes

Charges can optionally be made for requests.  When a request is cleared these details can be entered.  They are printed on process reports.

The details of charges are as follows:

Charge Code

A description of the charge.

Default Amount

The default amount charged

.

Note

A memo that can describe the charge in more detail and say when it is to be levied.


Setup Field Names

Field names are used to define what data is collected about devices and about sites.

Field Name

This is the name of the field.  e.g.  IP address, Site contact.

Field used as

Fields can be used at the site level or to describe equipment.  So IP address would be used for equipment and Site Contact for sites.

Validation rule

Fields that contain IP addresses can be indicated to NetHelpDesk so that it can process them intelligently.  Any fields you create that are IP addresses should be indicated here.  In the Query definition screen the option to list all fields that are IP addresses is given.


Setup Policy

The Policy details describe the seriousness / priority of a request and define what response is expected.

The screen has the following details:

Effect on users

This is a description of the effect of the request/problem on users.

Fix in

This is the number of hours or days that this request needs to be attended to in.

Fix In Units

This defines if the above field is hours or days.

Policy Sequence Number

This is the order in which policies are listed in the new request screen.  Generally 1 is highest priority and 9 lowest.


Setup Status

Each request has a status.  The meaning of the status code is defined on this screen. Each status code is associated with a bitmap that is displayed on the main NetHelpDesk screen.  The bitmaps have names such as status1.bmp, status2.bmp.  You can adjust these or create your own bitmaps.

The following details are shown:

Status Number

A number from 1 to 99.

Description

A description of the status.  e.g.  Waiting for User, Logged to supplier etc.


Setup Technicians

Each user that logs onto NetHelpDesk is known as a technician.

This technician screen contains the following details:

Technicians Name - e.g.  AdamR.

NetHelpDesk treats this as case insensitive and so you can use capitals to improve readability.  Keep it short so that logging on is quick and less error prone.  Maybe use the technicians network user name.

Password

Case insensitive, stored in encrypted form in the database.

Section

Each technician belongs to one and only one section.  Select it from the list.

If you have a technician that works for 2 sections, then create 2 users.

A technician can work for 'ALL' sections.

Startup Window

When the technician logs on the first screen that NetHelpDesk displays is called the startup window.  This allows you to force a technician to view a particular view of the database on startup.  This can be a list of requests assigned to him or maybe a list of urgent requests.

The values available here are shown in the same order as the main toolbar:

  AS - Area Sites

  EQ  Equipment

  CO  Suppliers

  FP   Requests in priority sequence

  FD  Request in date order

  FT  Requests by technician

  FS  Requests by status

  AM  Area Map

  KB  Knowledge base

Security / Access control

This defines what access the technician has to the data.

Level 6 allows administrative access which allows device type data to be edited and new users created.

Level 5 allows data and diagrams to be updated.

Level 1 allows read only access.

Level 0 allows no access.

Event Notification

If you are running the escalator service then messages will be produced when a significant event occurs.

Set the technicians PC name up in order to receive pop-up messages from the NHEscalator client.  Set the technicians e-mail address to receive e-mail notifications.

You can select the types of event that cause messages to be sent and the action that will occur.

E-mail - an e-mail is sent

Pop-up - the pop up message box is displayed

Tray Icon - the tray icon changes colour

Sound - a beep is made

Web message - a message is posted in the Web Interface Messages list

Web Interface Settings

These settings apply to the optional web interface module.

Restrict to one Web Client - this is used by the web interface to determine if the user is a technician with access to all areas/clients, or if the user is just restricted to one area/client.

Web Menu options - this list determines which web interface menu items are hidden.


Show Archived requests

Requests are archived once cleared for a specifiable number of days.  They can be viewed using the archive button which toggles the request details screen to viewing the archived requests.

Actions and changes cannot be made to archived requests.


Show Connections

This button toggles the display of inter-site connections.  The connections to sub nodes can be turned off.  Another state shows no connections.


Show Grid

The option to snap to a grid is available. The grid can be made visible to help position devices.

Grids never print on printed copies of diagrams.


Show Names

This button toggles the state of the name display between several states.  In one state the area name is shown, in another the site name is shown.  In another, no name is shown.


Show Requests/Faults

This button displays only the sites which have requests/faults outstanding.


Show midpoints

To select a connector you must click on the centre of the line.  To make this easier toggle the midpoint display on using this option.

Midpoints never print on paper copies of diagrams.


Show on Web
Show on the WEB

You can decide to not show an request in WEB browser based reports by unchecking this field.  When it is not checked then the request is not accessible via the WEB interface.


Show pictures and text files

Once external documents, pictures and web sites have been defined for each device type or site then this option is used to display them.

The drop down list box lists any external file descriptions that are defined and when one is selected the appropriate viewing program is launched.  Bitmaps are shown on the same screen and can be scaled to fit the screen if required by using the stretch check box.

New external files can be added by using the add a file button or going to the type edit screen.

If an external file is viewed using the internal NetHelpDesk viewer, then there is an option button to allow editing of the file.


Show site diagram
Show site diagram (from map)

This button allows the site diagram for the currently selected site on the map to be viewed.


Show type of request

This selects which requests are to be shown.  They can be:

Uncleared, still active

Cleared during the period

New calls that came in during period

New calls that came in and were cleared during period

Calls that existed before the period started

Calls that existed before and were cleared during the period

Another option allows the number of days that uncleared calls have been active to be shown.


  Site Diagram

The site diagram screen shows all of the devices at a site and how they are connected.  Here is sample screen:

Navigating around a Site

You can navigate around the site by using several methods:

Use the zoom in/out buttons on toolbar

Click with the right mouse on a part of the window with no device.  It will centre to that point.

Click with right mouse on blank space and hold down.  Move cursor and release after selecting an area.  This area will fill the	screen.

The initial zoom level and position on the diagram is stored when a user exits the site.  An option on the options menu allows you to either redisplay the diagram in the state it was last viewed or to make the diagram fit the screen.  This is set permanently in the NetHelpDesk setup screen.

Site Diagram Toolbar and Menu

The toolbar enables the following functions:

Fit to screen

Zoom out/In

Go to Other End

Add device

Add connector

Delete Item

Identify faulty Item

Print Diagram

Edit device details

Edit device type details

Show pictures and text files

Toggle bitmaps

List Non-diagrammed Devices - shows when there are any at the site

Site history list  - shows a list of sites you have seen since NetHelpDesk was started.

The Menu bar allows the following extra functions:

Edit Site details

Edit Area details

Enter new request for this site

Create new Type of device grayed out - use main NetHelpDesk menu item File/New Type

Replace one device with another type of device

Clear Site history list - clears the history list box

List devices at site

Access a device - telnet, rconsole, ping

Options:

Show midpoints

Show grid

Snap to grid

Force text to display

Selecting and Adding Items

The mouse can be used to select a device or connector at its midpoint.  Use the options menu item to turn on the display of midpoints, if required.

The selected device can then be moved.  For connectors, the A-end device and then the B-end device are requested.

Use the right mouse button to edit a device or use the toolbar edit device button.

Connections can be added either by clicking in the centre of the device or by clicking at a point on the outline of the device.  If the outline is clicked on, then the connection is made to that exact point.  If anywhere else is clicked on, then the connection is made to the centre of the device.


Site Name

Each site has a name and is used to identify the site in lists and reports.

The site name is edited on the site details screen.


Site Number

The internal number used by NetHelpDesk to refer to the site.  Used only when entering the diagramed at other site field.


Site history list

List of sites displayed during this NetHelpDesk session.  Allows the movement to another site which you have been to during the current NetHelpDesk session.  When you exit the program the list is cleared.


Snap to Grid

Grids allow easier alignment of devices.  Devices are centered at grid intersections.  The grid size is set in the NetHelpDesk setup screen.

You can change this option per diagram or permanently in the PC settings part of the NetHelpDesk setup screen.


  Starting NetHelpDesk and Logging on

Install NetHelpDesk first !

To start NetHelpDesk double click on one of the NetHelpDesk Client icons available from the Windows start menu or on a desktop shortcut that you may have created.

If you have entered a .udl filename on the command line of the shortcut that runs NetHelpDesk then this database will be opened and the NetHelpDesk logon screen will be displayed.  If you have not entered a command line name, then the database selection screen will be displayed.

Once logged in, the main NetHelpDesk screen will be shown.  The screen will be pre-filled with information that has been defined on the technicians profile setup screen.  This may be a list of areas, or a list of technician's names, or a list of requests outstanding.

Use the main toolbar or left hand tree view to navigate through the information as required.

If you are new to NetHelpDesk, then read the Overview and Getting Started sections.


Statistics

NetHelpDesk displays statistical summaries on a single screen to allow the current and historical state of request processing to be quickly assimilated.  Here is a sample.

To view the screen use the main NetHelpDesk menu option FILE...STATISTICS.  This runs a separate executable with a command line that contains the database .udl file and the current section name. (ALL for All sections)  e.g.

.  'c:\NetHelpDesk\stats.exe c:\NetHelpDesk\NetHDexample.udl CMS'.

You could choose to have a separate icon on manager's desktops to run the statistics viewer as a standalone program.

A message giving the option to show today's summary will be shown.  If chosen, the viewer will gather information on today's state.  Otherwise the selection screen will appear initially showing no data.

The screen allows selection by a number of fields, shown below.  You make your selection and press the refresh button.  If your selection can be shown without refreshing the data then it will be shown automatically.  Otherwise the status bar will tell you to refresh.  The on-line help details the following screen fields:

Show type of request

Period

Type of statistic

Today's date

Include archived requests

Exclude Requests cleared now

A button at the top right hand corner allows cycling between counts, estimates and actual figures on the graph.

Requests that have been cleared are shown as complying with the SLA or Non-Complying depending on whether they were cleared within the required time.  A count of those that have been excluded from the SLA, by use of the SLA excuse action, is given on the status line.

The ids of the requests that fall into the various SLA categories are listed at the bottom of the screen in the middle.  Clicking on one of these brings up a details screen that allows the SLA compliance to be adjusted.


Status

Each request has a status.  These are defined in the NetHelpDesk setup screen.  Examples are New - user not contacted, With Supplier, Cleared.

Requests can be listed by status in order to see all requests of a given status.  For example, all requests that need to be approved by change management.


Sub-Node

A site is either a major node or a sub-node.  The only difference relates to whether the site is shown at different levels on the map.  Sub-nodes are shown in green, major nodes in blue.


Supplier

The supplier which supplies the device type.  The list of companies is maintained using the company edit screen .


Supplier Edit Screen
Edit Supplier Screen

Details of each supplier or company you deal with can be entered here.  When a call is logged to a supplier these details can be referenced easily.


Suppliers reference number

If a request has been reported to a supplier then their reference number can be stored here.


Support and Contacts

For Support:

E-mail:   support@nethelpdesk.com

Telephone:  +44 (0) 1463 732556 for Reception / Admin  (in UK dial 01463 732556)

Fax: +44 (0)  870 458 1626.  (In UK dial 0870 458 1626.)


Symptom / request details

The free text description of the symptoms of a fault or details of a request.  You may wish to either enter exactly how the user describes the problem or an interpretation of it depending on the level of expertise of the person entering the request details.

These can be edited as the call progresses.

For change requests and installations, the details of the change or installation can be entered.


Taking actions to resolve fault

To resolve a fault or fulfill a request a number of actions may have to be taken.

Click on the new action button.

Select the type of action taken and any notes applicable. Some actions will request further information such as supplier reference number in the example below.

If the status has changed and is different to the one automatically selected the adjust the new status.

If the request is now completed click on the clear button and enter clearance details.

The date and time the action was taken can be entered too.  It defaults to the current time.

To send details of the action to an end user, tick the 'send email to user' box at the bottom of the screen.  This will send a confirmation email to the user.


Technician assigned to

Each request can be assigned to a technician.  They can be assigned to No-one and thus be actionable by anyone.

All calls can be acted upon by anyone and NetHelpDesk records the name of the technician taking the action.


This PC's Settings

The settings that apply to this PC are set here.

This allows each PC to be customised.

The fields include:

Default login name - allows a user name to be defaulted for each PC.

Diagram options - makes permanent changes to diagram options.

Request list options - makes permanent changes to request list options.


Todays date

Select a date which is used when selecting today or this week etc.

This allows the production of retrospective statistics.  You don't have to produce them on the last day of the month for example.  You can wait for a few days and then produce them but automatically exclude new calls and actions taken after the beginning of the next month.


Toggle Sub site display

Sub Node sites are displayed or not depending on the state of this toggle button.  Pressing the button makes the state cycle around two states.  In one state the sub nodes are displayed, in the other state they are not.


Toggle bitmap

Switches between displaying devices as bitmaps and rectangles.


Type Description
Equipment Type Description

This text field is the description of the device type and is displayed in lists, searches, and on requests where the device has been identified..


Type Edit
Type Edit sample screen

This screen shows the definition of the NT Server device type.


Type Fields and Layout

This screen allows the fields that are to be stored for this device type to be chosen, positioned and formatted.

New fields are chosen with the add field button.  The selected field is deleted with the delete field button.

The font size and colour of the selected field is chosen with the font size and colour buttons.

If you want the field to be stored, but not shown on diagrams click on the visible button.  The field is shown in gray if hidden.  It still functions like any other field for all other purposes.

The bitmap or metafile image that is used on diagrams can be chosen too.  If no bitmap is selected then the generic type bitmap for the device is shown if it exists.  Otherwise a rectangle is used instead.  All of the bitmaps or metafiles used by NetHelpDesk have to exist in the bitmap directory specified in the setup screen.  Existing bitmaps are only loaded once at startup time.  Bitmaps are displayed quicker, but metafiles scale and print better.

Note: the bitmap or graphic that is displayed for a generic type has a filename of the generic type name truncated to 8 letters with .bmp appended.  Spaces removed.  So the generic type 'X25 Switches' generates a .bmp filename of X25Swit.bmp.

You can choose not to display the type description if the bitmap is showing.  Normally bitmaps give enough idea of what the item type is and so a description is unnecessary.


Type of statistic

This determines how the statistics are broken down.  It can be

By Category

Seriousness

Technician

Area / Client


Type to search

The equipment type that you want to restrict the search to.  e.g.  Search Atto Routers.


User Name

The name of the user reporting a fault or making a request.


User defined data fields

Users have complete control over the data fields stored for each device type.  Use the fields editor in the NetHelpDesk setup screen to define the field names.  Then use the type editor to assign those fields to the device type.


User info

The user Information screen currently only holds the main site telephone number for the site.  This allows a single number to be stored for the site if all users have the same number.


Using Quick Query
Using Quick Find

The quick query allows easy access to data without setting up or using a query.

Enter the value to look for in the top box.  Use the radio buttons to select what to look in:

Item data - this means look through the device and connections field data for any item that has the selected value.

Inventory Number - looks for devices with the selected inventory number.

Fault Id - looks for requests or faults with the selected request id.

Click on the search button [image] and then select the required device or request.

NOTE:  for IP addresses it is best to enter them as normalised.  e.g. enter 126.001.003.004 not 126.1.3.4.


Viewing and Updating Request Details

NetHelpDesk requests/faults can viewed on this screen.  Here's a sample.

The fields on the screen are updated either by typing over, or by taking actions which then update the protected fields.  For example the Status field is changed from New, no contact to With User after an action is taken which results in the user agreeing to try something and call back.

BUTTONS

The following buttons all have tooltips that show a description when the cursor is left on them for more than a second:

Knowledge base lookup

Show Equipment

Show Site Diagram

Supplier Details

Search

Goto Next Found

Print details

Lookup by Request ID

Make Action

Next request on list

Previous request on list

Show Archived requests

FAULT DETAIL FIELDS

The following fields are available on the screen:

Request ID

Section assigned to

Technician assigned to

Status

Request Type

User name

Area

Site Name

Phone Number

Estimated time to fix

Reported By

Symptom of Fault/description of request

Date occurred

Who logged call

Date to Fix by

Show on Web

Categories

Inventory Number

Equipment type

Device Number

Supplier

Suppliers reference number

ACTIONS

For each action the following fields are stored:

Action/outcome

Note

Which Technician

When action was taken


Viewing query results
Viewing Inverntory query results

After the query has run the Inventory query results screen is displayed.

Query results are stored in a database table with the name RESnnnnn.  This name is displayed at the top of the results screen.  This allows you to import the results or manipulate them with any ODBC program.

The results can also be exported to a .csv format file by choosing the make .csv file button.

The appearance can be adjusted in several ways:

Change sort order by selecting the required radio button.

Change the column widths by moving the column bar in the field name box.

Changing the font size by cycling through them with the font size [image] button.

These changes are saved when the OK button is pressed.  They will be re-applied if the query is re-run/re-displayed.

The other buttons are used as follows:

Print - prints the results on the selected printer.

Start Updates - the values in the data fields can be updated using the query results.  This greatly simplifies the task of making updates to a large number of items.  Press start update and make the changes.  Press OK and the fields will be updated.  A warning is issued if data has changed since the query was run.

IP Info - Used with IP address list queries.  Select a field that has an IP address in it.  This button will then display information concerning that IP address - its class and the maximum and minimum host number for 3 sub masks.


Web browser interface

The web interface is an optional part of NetHelpDesk.  It allows both technicians and end users to gain access to a subset of the NetHelpDesk information via a web browser.

See the installation section for details of how to install it.

Three levels of usage

There are 3 different level of usage in the web interface to cope with the various levels of access which you may wish to give your technicians, clients and end users.  These are:

1.  End user facilities

This is aimed at end users who want to be able to log a new request and also to see the status of their existing and cleared requests.  They can also look up things in the FAQ lists and knowledge base.  They also get to see the web announcement or notice board messages.  Optionally each end user can see either just his requests, all of the requests at his site, or all of the requests for his area/client.

The end user logs in using his full name as defined under the NetHelpDesk site name.  The password is set on the user details screen.  On that screen you also set if the user has access to just his request or all at his site.

2.  Client or Administrative End User facilities

If you wish to give greater access to the NetHelpDesk information than is provided by the end user facilities, then this level of access may be appropriate.  Here the client or maybe a designated administrative or super end user in each area is given access by being set up as a technician in NetHelpDesk that is restricted to just one area/client.  He can then see all of the requests and cleared calls and also inventory and change log information.  He can also log calls and look up the knowledge base.

To create a client or 'super end user' with these rights, add a technician and on the third tab, set the field 'restrict to one area/client' to be equal to the required area/client.  You can then set the web menu options as required to give the required access to menu items.

3.  Technician facilities

A technician can login with his normal NetHelpDesk username and password to the web interface.  He then gains access to the information defined on his technician details web menu screen.  Technicians can also add action items and clear calls and make change log entries.

Technicians can also carry out some administrative tasks such as adding a new end user using the admin functions shown at the bottom of the menu.

How to use the web interface

Point your web browser to the URL of the website where the web interface has been installed and a login screen will appear.  You can switch from the technician login screen to the end user login screen by using the menu at the left hand side.  You can click on the home button at the top left in order to return to the main login screen.

Once logged in, the left hand menu will show the available functions.

Remember to log out when you have completed the task.  You will be timed out after 15 minutes of inactivity as a security measure.

The screens contain the same information as the Windows interface and so the concepts of sites, users, requests and actions should all be familiar.  Refer to the Windows help for details of what each of the fields contain.  Navigate the screens using the menu items, icon buttons and hyperlinks.  An example of the details of a request screen is shown below.

At the top is the home button that effectively clears the current screen and shows the menu.  Next to that are four buttons that allow you to

a) set a filter on what requests are displayed

b) jump to the knowledge base

c) view the requests using the current filter

d) change to another area/client

The menu of available functions is shown down the left side and the rest of the screen shows the information requested.  The request details screen has four extra buttons in the middle of the screen for actions taken, editing the request, viewing user details, and the clear button which is used to enter details of clearances.

The menu is divided into sections.

a) The requests section allows the listing of current and cleared requests in various sequences.  New requests can be added.  If the technician has admin level access to requests, he can add a new user too via the new request site selection screen. Details of users can be edited by clicking on the user icon in listings and the request details screen.

b) The service status screens show the status of the services at each site.  The alert screen allows access to any alert messages that have been defined as being created for that technician on the technician escalation setup screen.  This allows web messages to be created for events such as a new request being entered.

c) The reports menu contains the SLA stats screen that shows the statistics using the current filter.  So set the filter before choosing this option, if necessary.  You can either see a pie graph or a bar graph along with the actual figures.  The 'other report' menu item is used to link to an html page into which you can insert html text or links to other pages if required.

d) The inventory screen shows lists of items at sites by site or by equipment type.

e) The changes screen lists changes in the change log and allows new entries to be made.

f) The knowledge base screen allows searches to be made of the knowledge base and also gives access to the FAQ lists.


Who cleared it  - which technician
Who cleared the request

The technician who finally cleared the request.  Others may have worked on it but it is important to know who said it was cleared.


Who logged call

The technician who logged the call and took the details.  You may need to ask him for clarification.


Workdays

This screen defines which days and hours are considered to be working days as far as SLA's are concerned.  It allows the system to cope with a request coming in at 19:30 on a friday and not being resolved till 12:30 on the following monday.  The elapsed time is more than a day, but it is quite likely that you would not want this to count against an SLA as it occurred out of working hours and involved a weekend.

Holidays can also be defined, so that these are excluded from SLA conformance calculations.


Xref to other KB entry
Xref to another Knowledge Base entry

A cross reference to another entry in the knowledge base.


Xref to type of equipment

The equipment type involved in this entry.


Actions

Actions are taken to resolve a fault or fulfill a request.  NetHelpDesk allows you to record details of these actions so that everyone can see what has been done and when.  Quite often network problems take a few days to resolve and have interactions with suppliers.  It is important to keep track of the actions taken so that other staff can respond if suppliers phone back or staff go off sick.  Your clients and users can also be kept up to date with what is happening to their request via the WEB browser interface.

Another reason for recording actions is that NetHelpDesk automatically changes the status of the request depending on what action was taken.  You can define what the actions and state changes are using the action/outcome setup screen.

For example taking the action Logged to Supplier will put the request status to With Supplier.  All requests in that state can then be easily picked out and chased up as required.

Actions and outcomes are chosen from a standard list that you define for consistent recording of activities.

There are a number of pre-defined or system actions which should not be deleted or modified.  These actions trigger other events and prompts to appear.  These include:

Re-Date - to adjust the fix by date of the request.

Re-Open CLR call - to re-open a request which has previously been cleared.

Re-Allocate - To re-allocate a request to another technician.

SLA Excuse - used to indicate that a cleared call whose clearance time exceeds the SLA, should be discounted from statistics.  Prompts the user to enter a reason justifying this action.  e.g.  end user was on holiday when contacted.

Supplier says fixed - When a supplier says that a call has been cleared, the user is prompted to enter the time of this report so that Supplier SLA statistics can be produced.

Re-Print NEW call - to re-print the new request on the process list.

Re-Print CLR call - to print the clearance details of the request again on the process list.


Clearance details

Enter details of who cleared the call, how, and any applicable charges.

Optionally you can make a change log entry by using the 'log change' button.  A knowledge base entry can also be made once the full details of the problem have become clear.

The fields on the screen are:

Clearance details

Date and Time Cleared

Who cleared it  - which technician

Man Hours taken

Category

Charging Details


Notes

A field that allows free form entry of notes about a request.  Don't put information in here that belongs in fixed NetHelpDesk fields such as supplier reference number as it cannot be found as easily.


Off site / inter site connector

A connector that joins two sites such as a Kilostream circuit, a T1 circuit or leased line is referred to as an offsite connector.  The globe symbol is displayed at each end.


query results screen
Inventory Query Results Screen

This example shows the results of the query to find all devices with IP addresses.

The toolbar has buttons for:

Starting updates of the information

Choosing the secondary sort field

IP address class information

IP uniqueness check - checks to see if any 2 IP addresses are the same (sort in IP address order first)

Edit the selected device

Making a .CSV file from the results

Printing the results