# ACTIONS

note:
Need a site visit, but user is out today.


note:
23/05/2001 23:51  No lights on telco box.


note:
24/05/2001 07:16  Sounds like an external problem.


note:
User stored them on the finance server.  Called year03.doc and year03.xls.  User looking again.


note:
Still cant find documents, we will restore from tape.


note:
They need an authorization letter from manager


note:
Site visit needed, sounds like the things jammed.


note:
Could be related to the new hub we instsalled during the move.


note:
We will monitor this fault and see if others report it too.


note:
User will arrange a time for a meeting with the developers and me.


note:
27/05/2001 13:05  Ask Dell if this is possible, and how much it will cost.


note:
20/08/2001 17:46  Looks like a modem fault.


note:
Cisco, at: 20/02/2004 13:58. Ref: ci/999. Routers - New Style .


# Area

Amemo:
There is just one area in this example - for the whole of the UK.  It could have a number of areas if required.

Aannounce:
There will be downtime today at 22:00 to 22:15 while a UPS is tested.


# changelg

Chdesc:
Adjusted timout values on all IP stacks.

Chreason:
There were issues to do with the new E1 line at Liverpool.


Chdesc:
Installed new version of the payroll applicatoin.


# 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.


# Company

Cmemo:
Our sales account manager is Paul Defries


# control

Rcat2:
Fault
Amendment
Other
Fault User
Advice
Fault Supp
Install


# DEVICE

Dmemo:
Its located in the accountants cupboard - locked


Dmemo:
Note: This site is being recabled in August.


Dmemo:
The power at this site is unstable. 
Related to building works nearby.


# Faults

Symptom:
Cannot access sales system today.  Error message "server not found".


Symptom:
User would like extra memory as Excel goes very slow.


Symptom:
Printed output has smudges on it.  User has tried to clean rollers.


Symptom:
Telephone is making a buzzing noise all of the time.


Symptom:
Would like to have access to the corporate payroll system for cross checking purposes.


Symptom:
Please create a new shared folder on server.
I need access to it and so does Angela, but no one else.


Symptom:
Call waiting notification is not working today.  Several people have phoned and I didnt get told about them waiting for me.  I think Angela has this problem too.


Symptom:
Need help setting up Word headers.  Cant get page number to come out in the correct place.


Symptom:
Can't login, says invalid password, but its the one I always use.


Symptom:
Can't find documents I was working on yesterday.  Urgent!


Symptom:
Having a problem logging in today.  No one at the site can log in.


clearance:
Emailed User, talked him through setting up auto-recalc.

Satisfactioncomment:
Great.  Very efficient response and the technician seemed to know what he was doing.

InvoiceNote:
We need to invoice for this as its not covered by the SLA.

Put "Excel Advice" on the invoice.


Symptom:
Need a login id for new user starting next week.  Their name is Freda Andreas


Symptom:
Getting a message about timeouts when accessing the payroll system.  Was OK yesterday before the office move.


Symptom:
Sometimes my PC locks up when in the ISIS accounts package.  Once a week or so.


Symptom:
Need advice on choosing a suitable high volume printer for the new Ledger system.


Symptom:
Would like to have access to the new intranet system.


Symptom:
Problem with printing a large document.  Gets error 77 word basic message.


Symptom:
Having trouble creating an XML file with Office XP.

clearance:
Found similar problem on technet.  Took a long time as we haven't had the training course yet !


Symptom:
Need access to stores system from laptop.

clearance:
Setup shortcut and adjusted lan settings.


Symptom:
Need advice on creating a system for expense tracking.

clearance:
Advised user to use the MS Access wizard for now.  Get back to us if its not sufficient.  Close call.


Symptom:
Need assistance with accessing the Royal Banks direct banking service.  Keep getting disconnected.


Symptom:
Would like more disc space for new accounts package.


Symptom:
User needs advice about terminal services client.


# Kbentry

description:
Excel gives out of memory error -334567 when starting.

resolution:
Version 7 needs at least 32mb of RAM.  Increase RAM size or downgrade to version 6.

abstract:
Error message appears when starting Excel


description:
PC intermittent says boot disc not found when switched on.

resolution:
Hard drive starting to fail - replace it before its to late.


description:
User can't login at his PC.  An error message about invalid password is displayed.

resolution:
User had caps lock on.  Took off, check the lights on the keyboard.

abstract:
User cannot login - error message Invalid password


description:
When printing a linked spreadsheet we got the error -34678.

resolution:
The linked to files no longer existed.  Recreate them.

abstract:
Printing problems in Excel - Error -34678


description:
PC was not showing the toolbar with fonts on it

resolution:
Group policy setting had disabled the toolbar.  Adjust group policy and logged back in.


description:
The toolbar that has icons for font selection is missing from excel.

resolution:
Moved toolbar to the top and docked it.

The toolbar had been moved to the bottom of the screen.


description:
Visio diagram was embedded in an excel cell.  It wasn't showing up.

resolution:
PC was running very slow.  Added 64mb of RAM and worked OK.


# servstatus

sslastemail:
Backup Exec completed backup OK, 5.6gb Backed up to tape


ssmessage:
Disc Space problem - below limits 98.8mb free (requires 100mb)


# Site

Smemo:
There is a good courier service to this site.  But it is upstairs


Smemo:
This site is moving in december to a new office.


Smemo:
Difficult to get parked nearby and have access for large items of equipment.

They may be moving in June.


# EscMsg

EMfull:
NNNNYNNNNNAdamR     New Request. [ID:000029] 30/04/2003 10:46    All of UK:Gyl McDermott                 In Excel, user gets a word basic error code 81198 when saving the sheet.

  This Request is assigned to: AdamR


EMfull:
NNNNYNNNNNAdamR     Cleared. [ID:000001]     30/04/2003 10:46    All of UK:Angela Prescott               Cannot access sales system today.  Error message "server not found".

Clearance Details: Reset Router.  Cleared At: 30/04/2003 10:40

  This Request is assigned to: AdamR


# slahead

Slcost:
General SLA - used for us delivering services


Slcost:
Use for suppliers with whom you have agreements about how soon they will fix problems you have logged to them.


# MessageContent

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


# 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 (((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


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


