# CHARGECD

Note:
Enter the amount spent on materials such as cables, toner etc.
Round up to nearest 5 pounds.


Note:
A fixed rate for setting up a new Novell PC.


Note:
A fixed rate for adding a standard user.  Charge more if non-standard.


Note:
A general charge of 30 pounds per hour.
This is £30 an hour.


# control

Rcat2:
Fault
Amendment
Other
Fault User
Advice
Fault Supp
Install


# slahead

Slcost:
General SLA - used for us delivering services


Slcost:
Used for suppliers with whom you have an SLA.


# QVQuerySQL

QSQLSQL:
from (changelg left outer join uname on changelg.chdoneby=uname.unum) left outer join site on changelg.chsite=site.ssitenum


QSQLSQL:
from Kbentry left outer join uname on kbentry.whocreated=uname.unum


QSQLSQL:
from users left outer join site on users.usite=site.ssitenum


QSQLSQL:
from (((faults left outer join site on faults.sitenumber=site.ssitenum) left outer join uname on faults.Assignedtoint=uname.unum) left outer join tstatus on faults.status=tstatus.tstatus) left outer join area on site.sarea=area.aarea


# MessageContent

MSText:
Your new request has been added to our database, and will be dealt with soon.

The expected fix date is :$fixbydate.


MSText:
Thank you for using our services. You can reply to this automated email with more info.


MSText:
<TITLE>NetHelpDesk Not Logged in
End User Login
    
    
    
    
    
    
    
    
    
    
    
    
    
    
    
    
    
REPLACETRANS


MSText:
<TITLE>NetHelpDesk Not Logged in
Technician Login
Help

End User Login
    
    
    
    
    
    
    
    
    
    
    
    
    
    
    
    
    
REPLACETRANS


MSText:
<TITLE>NetHelpDesk
REPLACEBUILDMENU REPLACETRANS


MSText:
<TITLE>NetHelpDesk Client: REPLACEclient
REPLACEBUILDMENU REPLACETRANS


MSText:
<TITLE>NetHelpDesk Client: REPLACEclient
REPLACEBUILDMENU REPLACETRANS


MSText:
© 2001 NetHelpDesk All rights reserved.


MSText:
Welcome to NetHelpDesk


MSText:
The following action has been taken on your helpdesk request.


MSText:
Your request has been cleared.

It was cleared at:  $datecleared.


MSText:
Thank you for using our services. Please do not reply to this automated email.


MSText:
Your request has been cleared. Was it done to your satisfaction ? 

Reply by email with just a single number as the first character of the body of the email. Use 1 for excellent, 3 for acceptable, 5 for very poor.

Or use this web link to enter your answer: http://www.mycompanyx.com/$SATISFACTION


MSText:
Thank you for using our services. Please reply to this automated email.


MSText:
Example Global Message - All services are working OK today.


MSText:
Overview NetHelpDesk allows users and technicians to keep track of information related to their networks and application systems. It combines a helpdesk system with diagrams, documents and change control.The main functions are: Tracking faults and change requestsDisplaying diagrams and documentsSearching a knowledge baseKeeping a log of changes
For more help on individual functions click on the left hand menu bar on the main heading for each function shown in yellow. Logging In Logging in is the process of identifying yourself to the system in order that you can carry out the tasks you are allowed to. NetHelpDesk has up to three types of user:Technicians - these are the highest functionality people who can look at any request and take actions to resolve it.Administrative Users - these are staff, or members of your clients staff, who act as a go-between or co-ordinator between the technicians and the end-users. It is not necessary to have administrative users if your organisation does not need them.End Users - these are ordinary users who report faults make requests for amendments and changes. They either report them themselves, or directly to the technicians or to the administrative users at their site who log the details for them.
The logon process for technicians and administrative users requires them to enter a user name and password using the technician login screen.
End users need to enter their full name and an optional password on the end user login screen.


MSText:
Overview for End Users NetHelpDesk allows users to keep track of their computer problems and requests that are being resolved by IT support staff.The main functions are: Listing current and cleared helpdesk requestsViewing any service announcementsSearching a FAQ (Frequently asked Questions) listEntering new requests
Logging In On the end user login screen, enter your full name and the optional password and press the submit button.


MSText:
Help on NetHelpDesk Technician Overview NetHelpDesk allows users and technicians to keep track of information related to their networks and application systems. It combines a helpdesk system with diagrams, documents and change control.The main functions are: Tracking faults and change requestsDisplaying diagrams and documentsSearching a knowledge baseKeeping a log of changes
For more help on individual functions click on the left hand menu bar on the main heading for each function shown in yellow. Logging In Logging in is the process of identifying yourself to the system in order that you can carry out the tasks you are allowed to. NetHelpDesk has up to three types of user:Technicians - these are the highest functionality people who can look at any request and take actions to resolve it.Administrative Users - these are staff, or members of your clients staff, who act as a go-between or co-ordinator between the technicians and the end-users. It is not necessary to have administrative users if your organisation does not need them.End Users - these are ordinary users who report faults make requests for amendments and changes. They either report them themselves, or directly to the technicians or to the administrative users at their site who log the details for them.
The logon process for technicians and administrative users requires them to enter a user name and password using the technician login screen.
End users need to enter their full name and an optional password on the end user login screen.


MSText:
Help on NetHelpDesk Requests NetHelpDesk allows users and technicians to keep track of requests related to their networks and application systems.The main functions are: Listing current faults and change requestsAdding new requests and progressing current requestsClearing a request once resolvedSetting a filterKeeping a log of changes
New requests can be entered and new users can be created at a site.

The top toolbar icons allows you to:Set a filter to select which requests are displayedJump to the Knowledge Base search screenJump to the requests screenSelect which area/client to view

On the request detail screen there are icons that allow you to:Enter details of an action takenEdit the request detailsView and edit the users detailsClear a request


MSText:
Help on NetHelpDesk Invoices Optionally assign an invoice number to a request on the clearance screen.The main functions are: Listing requests with no invoice.Listing requests that have an invoice number.Listing unpaid invoices.
Enter an invoice number of "N/A" when not applicable.


MSText:
Help on NetHelpDesk Service Status Reporting The operational status of a clients network and services can be viewed using this sub-menu.The main functions are: Show status of networks or applicationsShow status of backup, virus checking and other daily tasksViewing alert messages such as new request notifications


MSText:
Help on NetHelpDesk Reports Various reports can be selected and viewed using this sub-menu.The main functions are: Show SLA statisticsShow a user defined HTML report


MSText:
Help on NetHelpDesk Inventory, Diagrams and Documents Details of inventory and diagrams of your or your clients networks can be viewed using this sub-menu.The main functions are: Show diagrams of networks or applicationsList Inventory details of items such as routers, servers and software.


MSText:
Help on NetHelpDesk Change Control NetHelpDesk allows a formalised log of changes to networks or applications to be kept and searched.The main functions are: List changes that have been madeEnter details of changes
Changes start out as change requests that are then logged into the change log system once significant changes have been made.  This differs from just searching previous requests as many requests do not result in a change to the system, but merely a restoration to its proper state.


MSText:
Help on NetHelpDesk Knowledge Base NetHelpDesk keeps a knowledge base of problems and faults so that you can learn from past experience to solve or re-solve problems.The main functions are: Viewing FAQ listsSearching the knowledge baseLinking to supplier information and other web sites


MSText:
Help Tips: Enter values into the fields above and press submit.


