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: : : : : : : : : : : : : : : : : : : : : : : : : : : : : : : : : : : : : : KeepTrak 1.0 Problem Tracker (c) 1993 Scott MacLean : : : : : : : : : : : Table of Contents 1 INTRODUCTION................................................1 1.1 What is KeepTrak?.......................................1 1.2 KeepTrak Structure......................................2 1.3 Network Support.........................................2 1.4 Hardware Requirements...................................2 2 INSTALLATION................................................2 2.1 File List...............................................2 2.2 Setup...................................................3 2.2.1 Definition File...................................3 2.2.2 Identifiers.......................................3 3 INITIAL OPERATION...........................................5 3.1 Startup.................................................5 3.2 Help Screens............................................6 4 SUPERVISOR FUNCTIONS........................................7 4.1 Database Manipulation...................................7 4.1.1 Client Database...................................8 4.1.2 Problem Database..................................9 4.1.3 User Database.....................................9 4.1.4 Pick Lists.......................................10 4.1.5 The Note Sheet Editor............................11 4.2 Reassign Problem.......................................12 4.3 Select Current Client..................................12 4.4 Change Current Client ID...............................12 4.5 Print Current Client...................................13 4.6 Reports................................................13 5 USER FUNCTIONS.............................................14 5.1 Problem Editor.........................................14 5.1.1 Edit Existing Problem............................15 5.1.2 Open New Problem.................................15 5.1.3 Close Out Problem................................15 5.1.4 Reopen Closed Problem............................15 5.1.5 Reassign Problem.................................15 5.2 User Open Problem Report...............................16 5.3 Client Open Problem Report.............................16 5.4 Edit Client Record.....................................16 5.5 Print Client Record....................................16 5.6 Soundex Search.........................................16 6 NETWORK USE................................................17 7 TROUBLESHOOTING............................................17 8 REGISTRATION...............................................18 8.1 How to Register........................................19 8.2 Support................................................19 9 TECHNICAL..................................................19 Index.........................................................20 KeepTrak 1.0 Problem Tracker (c) 1993 Scott MacLean Page 1 =========================================================================== 1 INTRODUCTION 1.1 What is KeepTrak? Welcome to KeepTrak, the versatile database-driven organizational tool. KeepTrak was originally written to keep tabs on clients, client com- plaints, and service personnel in a service industry environment. It has an internal database to hold your client list, a database for client com- plaints or problems, and a database for service personnel. Just what does KeepTrak do? KeepTrak is very efficient at handling many routine and often mishandled tasks: - Managing a complete and up-to-date client listing, including data con- cerning individual client contacts, installed products or equipment, and a full file of notes, all of which can be edited at any time. Toss away your Rolodex file and Post-It Notes, KeepTrak can replace them all. - Managing client calls, complaints, problems, and service calls. KeepTrak works on a database of "problems," each of which dealing with a single problem for a single client. When a client calls with a problem, it is entered directly into the database. The problem remains "open" in the database until the problem has been resolved or eliminated, at which time it is "closed." Users can work on problems, adding notes as the work progresses. Closed problems remain in the database for future reference, and should the problem arise again, it can be reopened. - Managing service personnel. Each system user has their own code and own set of problems. When a problem is entered into the system, it is as- signed to one user, who can either work on the problem, close the problem, or reassign the problem to another user. - Reporting - full reports can be run on individual clients or users, show- ing both open and/or closed problems, and activity reports. Are a client's problems not being solved? Is a user not working to full poten- tial? Be on top of the situation before it becomes a serious issue. - Security - only authorized users can access KeepTrak, keeping your con- fidential client database and problem data confidential. - Full accountability - if a client demands to know what is being done, it is easy to produce a full report describing what has been done, when, and by whom. Simplifies your billing process, as individual problems can be itemized piece by piece. - Ease of use - KeepTrak's simple menu system is designed so that even com- puter illiterate people can learn to use KeepTrak in a matter of minutes. Full context-sensitive help screens are available everywhere in the sys- tem by pressing the F1 key, telling you exactly what is expected. Vir- tually no system maintenance is required, the system manager is respon- sible only for the addition of users and the occasional deletion of clients, problems and users. KeepTrak 1.0 Problem Tracker (c) 1993 Scott MacLean Page 2 =========================================================================== 1.2 KeepTrak Structure KeepTrak is essentially a manager system for three databases: Client, Problem and User. The main database is the Problem database. It holds all the different problems which are entered into the system. Each problem is linked to one client, and one user. While problems can be reassigned from one user to another, a problem can not be reassigned to another client. The system does all internal housekeeping automatically and quickly - most of the time, you will not be aware that it is going on. Linked to every problem and every client is a "note sheet." This sheet is simply a "scratch pad" which can be modified by users, and contains notes about the in- dividual problem or client. In the case of a client, it could contain in- formation about sales information which had been sent, while problem "notes" would normally contain chronological information about the problem. The actual databases themselves are contained in six files, and each note sheet is a separate file. All these files are easily backed up and re- stored, and can be moved from system to system without hassle. 1.3 Network Support It is expected that KeepTrak would normally operate in a network en- vironment, where the program and database would be on a network server, and users would access KeepTrak from a workstation. KeepTrak was designed for, and has been fully beta-tested in such an environment. However, it is also at home running on a stand-alone, non-networked PC. 1.4 Hardware Requirements KeepTrak requires an IBM or IBM compatible PC XT, 286, 386 or 486 with a minimum of 480K of free RAM and a hard drive. Both color and monochrome monitors are supported, although KeepTrak looks considerably better on a color monitor. KeepTrak fully supports a mouse, and you can use the mouse throughout KeepTrak if you wish. If your PC has extended memory, KeepTrak will use it for temporary storage. KeepTrak requires the use of DOS 3.3 or higher. For maximum functionality, DOS 5.0 is highly recommended. 2 INSTALLATION 2.1 File List KeepTrak is supplied with the following files: KEEPTRAK.API Application Interface file KEEPTRAK.EXE Executable KEEPTRAK.HLP Help screen file KEEPTRAK.DEF Setup/settings file QSORT.EXE External sorting routine REGISTER.EXE Registration utility REGISTER.FRM Registration form KeepTrak 1.0 Problem Tracker (c) 1993 Scott MacLean Page 3 =========================================================================== These files should be copied into an appropriate directory, the direc- tory "\KEEPTRAK" is suggested. You will also need to create a directory to store your note sheets, "\KEEPTRAK\SHEETS" is recommended. If KeepTrak is on a floppy in the A: drive, the following commands will install it properly: C:\> md\keeptrak C:\> md\keeptrak\sheets C:\> cd\keeptrak C:\KEEPTRAK> copy a:*.* 2.2 Setup 2.2.1 Definition File All the operational parameters of KeepTrak are defined in the file KEEPTRAK.DEF. This file must be edited with the use of a text editor or word processor. If your PC has DOS 5.0, it can be edited by using the com- mand: C:\KEEPTRAK> edit keeptrak.def The format of the KEEPTRAK.DEF file is an identifier, followed by an "=" sign, followed by a variable. Any line beginning with an apostrophe is assumed to be a comment, and is ignored. An example of a couple lines of KEEPTRAK.DEF would be as follows: ' PRINTER: Name of printer output device PRINTER=LPT1 ' PAGELEN: Number of lines per printer page PAGELEN=60 The first line is preceded with an apostrophe, and is ignored. The next line tells KeepTrak that whenever it is printing a report, to send it to device LPT1. A similar format is used for the remainder of the file. 2.2.2 Identifiers Identifier: PRINTER Default Value: LPT1 PRINTER defines which device KeepTrak will send all report data to. If desired, a filename can be substituted here, and all reports will be printed to disk. KeepTrak 1.0 Problem Tracker (c) 1993 Scott MacLean Page 4 =========================================================================== Identifier: BOL Default Value: (none) BOL stands for "Beginning of Line," and represents characters which are sent to the printer at the beginning of each line. It can be used to put the printer into normal, condensed or draft mode, among other functions. Control characters can be specified by preceding them with a carat symbol. For instance, a CTRL-F (ASCII 6) would be specified as "^F". To send an ESC (Escape) character, specify "^[". Identifier: PAGELEN Default Value: 60 PAGELEN defines how many lines will be printed on a report before a page eject is issued. For most printers, this value will remain at 60, but some laser printers will require this to be changed to 55. If you get extra pages printed, this value should be changed. Identifier: COLOR/MONO Default Value: n/a This identifier tells KeepTrak whether to display it's menus and screens in color or in monochrome. If you are using a color monitor, the word "COLOR" should appear, otherwise, the word "MONO" should be used. Identifier: EDITOR Default Value: INTERNAL KeepTrak allows you the option of using an external text editor instead of the internal editor. The only limitation to using an external editor is that it may only allow 70 characters per line. KeepTrak will cut off any text on a line past 70 characters. To use an external editor, specify the name here. The editor must be able to accept a path and filename as a com- mand line parameter. To use the (default) internal editor, specify the name "INTERNAL" here. Identifier: SHPATH Default Value: \KEEPTRAK\SHEETS\ This is an extremely critical setting. SHPATH specifies the path where KeepTrak should look to find "note sheets" for both clients and problems. If the directory specified does not exist, KeepTrak will fail with a fatal error. A drive may also be specified, ie. "C:\NOTE\SHEETS\". Identifier: REGNAME, REGCODE Default Value: Unregistered These settings should never be altered. Any tampering with either of these settings will cause KeepTrak to stop working until they are restored to their original values. The REGISTER program will automatically modify these settings when proper registration codes are entered. KeepTrak 1.0 Problem Tracker (c) 1993 Scott MacLean Page 5 =========================================================================== Identifier: F2, F3...F10 Default Value: (none) When specified, these identifiers can be used to create macros. Function keys F2 through F10 can be defined. F1 is always the help screen key, and can not be defined. Commonly typed words and phrases can be used as a mac- ro, to reduce typing. The sequence "^M" inserts a carriage return into the macro. For instance, if a KeepTrak operator found themselves frequently typing "Washington" and "DC" into the client screen, a macro could be set up to automate the procedure. The line used to define such a macro would appear as "F2=Washington^MDC^M". The "F2=" specifies that it will be as- signed to key F2, and the macro definition indicates that when the F2 key is pressed, the word "Washington" will be typed, followed by a RETURN, then "DC" and another RETURN. 3 INITIAL OPERATION 3.1 Startup Starting KeepTrak is very simple. Type the command "KEEPTRAK" to in- itiate the program: C:\KEEPTRAK> keeptrak KeepTrak will display the title and registration data, and will ask for a user code: ⁄ƒƒƒƒƒƒƒƒƒƒƒƒƒƒƒƒƒƒƒƒƒƒƒƒƒƒƒƒƒƒƒƒƒø ≥ KeepTrak v1.0 ≥ ≥ (c) 1993 Scott MacLean ≥ ≥ ≥ ≥ This KeepTrak registered to: ≥ ≥ Unregistered Demo Copy ≥ ¿ƒƒƒƒƒƒƒƒƒƒƒƒƒƒƒƒƒƒƒƒƒƒƒƒƒƒƒƒƒƒƒƒƒŸ ⁄ƒƒƒƒƒƒƒƒƒƒƒƒƒƒƒƒƒƒƒø ≥ User Code: ______ ≥ ¿ƒƒƒƒƒƒƒƒƒƒƒƒƒƒƒƒƒƒƒŸ You will notice that at the bottom of the screen KeepTrak is telling you what it wants you to do. This is true for virtually every area inside the system. When KeepTrak is first started, the only user code in the sys- tem is for the system manager, or supervisor. The code for this user is "123456". It can be changed later if desired. Type this code in to log in as supervisor. When the code is typed, it will not be displayed on the screen. Instead, asterisks will be shown for security. KeepTrak 1.0 Problem Tracker (c) 1993 Scott MacLean Page 6 =========================================================================== If desired, the code entry screen can be bypassed by specifying the user code on the command line. In this case, we would begin by typing the command: C:\KEEPTRAK> keeptrak 123456 If the code is a valid, recognized code, KeepTrak will bypass the User Code entry screen and go directly to the main menu screen. 3.2 Help Screens Regardless of where you are in KeepTrak, pressing F1 will pop up a screen describing where you are, what KeepTrak is expecting you to do, and how to do it. Using these help screens, it is possible to learn KeepTrak in a matter of minutes, without referring to the documentation. When the F1 key is pressed at the user code entry screen, a help screen pops up as fol- lows: ⁄ƒƒƒƒƒƒƒƒƒƒƒƒƒƒƒƒƒƒƒƒƒƒƒƒƒƒƒƒƒƒƒƒƒø ∞∞∞∞∞∞∞∞∞∞∞∞∞∞User Code Entry Help∞∞∞∞∞∞∞∞∞∞∞∞∞∞ª ≥ ∫Enter the password you were assigned by the ∫ ≥ ∫supervisor. If you do not know the password, or ∫ ≥ ∫are starting KeepTrak for the first time, ∫ ≥ ∫consult your KeepTrak documentation. ∫ ≥ »ÕÕÕÕÕÕÕÕÕÕÕÕÕÕÕÕÕÕÕÕÕÕÕÕÕÕÕÕÕÕÕÕÕÕÕÕÕÕÕÕÕÕÕÕÕÕÕÕºƒƒƒŸ ⁄ƒƒƒƒƒƒƒƒƒƒƒƒƒƒƒƒƒƒƒø ≥ User Code: ______ ≥ ¿ƒƒƒƒƒƒƒƒƒƒƒƒƒƒƒƒƒƒƒŸ Sometimes a help screen will "pop up" on top of what you were working on at the moment. All help screens can be moved to uncover what is beneath it on the screen, by using the mouse. Place your mouse cursor on the move- ment bar at the top of the help screen, push and hold your mouse button, and "drag" the help screen to anywhere else on the screen. Releasing your mouse button will leave the help screen where you have moved it. Clicking the mouse on the "close" symbol in the top left corner of the help screen will close the help screen. Users without a mouse can press the ESC key to close the screen. Some help screens take up more room than can fit in a single window. These screens have text which can be scrolled up and down by using the cur- sor up and cursor down keys, or by clicking the mouse on the arrows on the right side of the help screen. KeepTrak 1.0 Problem Tracker (c) 1993 Scott MacLean Page 7 =========================================================================== 4 SUPERVISOR FUNCTIONS When the supervisor has logged into KeepTrak with the special "123456" code, the main supervisor menu will appear: ⁄ƒƒƒƒƒƒƒƒƒƒƒƒƒƒƒƒƒƒƒƒƒƒƒƒƒƒƒƒƒƒƒƒƒø ≥ KeepTrak v1.0 ≥ ≥ (c) 1993 Scott MacLean ≥ ≥ ≥ ≥ This KeepTrak registered to: ≥ ≥ ⁄ƒƒƒƒƒƒƒƒƒƒƒƒƒƒƒƒƒƒƒƒƒƒƒƒƒƒø ≥ ¿ƒƒƒ≥ Edit Client Database ≥ƒƒŸ ≥ Edit Problem Database ≥ ≥ Edit User Database ≥ ≥ Reassign Problem ≥ √ƒƒƒƒƒƒƒƒƒƒƒƒƒƒƒƒƒƒƒƒƒƒƒƒƒƒ¥ ≥ Select Current Client ≥ ≥ Change Current Client ID ≥ ≥ Print Current Client ≥ ≥ Reports ≥ √ƒƒƒƒƒƒƒƒƒƒƒƒƒƒƒƒƒƒƒƒƒƒƒƒƒƒ¥ ≥ Quit KeepTrak ≥ ¿ƒƒƒƒƒƒƒƒƒƒƒƒƒƒƒƒƒƒƒƒƒƒƒƒƒƒŸ Options in the menu can be selected by moving the selector bar up and down with the cursor keys, or by pressing the highlighted letter of the selection you want. When you have made your selection, press the RETURN key. Selections can also be made by placing the mouse cursor on the option you desire and clicking the mouse button. 4.1 Database Manipulation All three databases, and their associated note sheets can be edited by the supervisor. The first three options of the supervisor menu allow you to edit each database. When one of these options is selected, you will be presented with the database editing menu: ⁄ƒƒƒƒƒƒƒƒƒƒƒƒƒƒƒƒƒƒƒƒƒƒƒƒƒƒø ≥ Add New Record ≥ ≥ Delete Record ≥ ≥ Modify Record ≥ √ƒƒƒƒƒƒƒƒƒƒƒƒƒƒƒƒƒƒƒƒƒƒƒƒƒƒ¥ ≥ Return to Main Menu ≥ ¿ƒƒƒƒƒƒƒƒƒƒƒƒƒƒƒƒƒƒƒƒƒƒƒƒƒƒŸ "Add New Record" allows you to do just that - add new records into each database. A blank form will be presented, and you will be able to fill it out. This option would be used to add new users into the system when it is first started up. KeepTrak 1.0 Problem Tracker (c) 1993 Scott MacLean Page 8 =========================================================================== "Delete Record" will show you a pick list of available records. You may pick the one you wish to delete. KeepTrak will confirm your decision, then delete that record from the database. CAREFUL! It is possible to cause fair damage to the database by deleting clients which have problems linked to them. For this reason, when you tell KeepTrak to delete a client, it warns you that you may be about to orphan some problems. If this in fact happens, you can fix the problem by adding a new client with the same ID as the one you just deleted (information on IDs follows shortly). "Modify Record" will allow you to select a record from the same pick list used in "Delete Record." This time however, instead of deleting the record, you will be shown a completed form for that record, and permitted to modify it. When you are finished, the changes will be saved. 4.1.1 Client Database …ÕÕÕÕÕÕÕÕÕÕÕÕÕÕÕÕÕÕÕÕÕÕÕÕÕÕCustomer DatabaseÕÕÕÕÕÕÕÕÕÕÕÕÕÕÕÕÕÕÕÕÕÕÕÕÕª ∫ Client ID ∫ ∫ Name of Client ∫ ∫ ∫ ∫ Contact Name ∫ ∫ Contact Name ∫ ∫ Address ∫ ∫ Address ∫ ∫ City State Zip - ∫ ∫ Phone - - ∫ ∫ Fax Phone - - ∫ ∫ Installed Equipment ∫ ∫ ∫ ∫ Comments ∫ ∫ ∫ ∫ ∫ ∫ ∫ ∫ < OK > *NOTES* < Edit > ∫ »ÕÕÕÕÕÕÕÕÕÕÕÕÕÕÕÕÕÕÕÕÕÕÕÕÕÕÕÕÕÕÕÕÕÕÕÕÕÕÕÕÕÕÕÕÕÕÕÕÕÕÕÕÕÕÕÕÕÕÕÕÕÕÕÕÕÕÕÕº The client database form contains several "fields" where information is entered. The Client ID is a unique fifteen-character identification code. Every client should have a unique and distinctive ID which can be used to identify the client by name. For instance, "Smith, Rogers & Kent" could use an ID of "SMITH ROGERS KT". The Client ID is used to link all problems with their respective clients, as well as to index the clients and problems alphabetically, so it is important. Not so important is the client name, which can be entered as you wish. Contact Names are used to identify people at the firm which you normally deal with. It is important that you enter your contacts' names here, as this field will be used later for Soundex searches. To move from field to field, press RETURN or the TAB key. You can also move vertically between fields with your cursor up and down keys, or by clicking your mouse cursor on a field. Lastly, you can move directly to a field by holding down the ALT key and pressing the ap- propriate highlighted letter KeepTrak 1.0 Problem Tracker (c) 1993 Scott MacLean Page 9 =========================================================================== At the bottom of the screen are two options, "OK" and "EDIT". When OK is selected, the screen is saved and you will exit from the client entry screen. Selecting "EDIT" will move you into the editor where the note sheet can be viewed and changed. When a note sheet exists for the client being viewed, the notifier "*NOTES*" will show at the bottom of the screen. 4.1.2 Problem Database The standard problem data entry screen is very simple, with only one field: the description field. Once this field is filled in, the only other data to be entered is in the notes sheet. When a problem form is being filled in, a data screen will pop up displaying all pertinent information about that client from the client database. …ÕÕÕÕÕÕÕÕÕÕÕÕÕÕÕÕÕÕÕÕÕÕÕÕÕÕÕÕÕClient DisplayÕÕÕÕÕÕÕÕÕÕÕÕÕÕÕÕÕÕÕÕÕÕÕÕÕÕÕÕÕÕª ∫ Client: Smith, Jones & Son ∫ ∫Contacts: Karen Jacques, Jimmy Bailey ∫ ∫ Address: 1312 Main Street ∫ ∫ Suite 400 ∫ ∫ Philadelphia, PA 19102 ∫ ∫ Phone: 215-555-1212 Fax Phone: 215-555-2222 ∫ ∫ On Site: Dell 386, Canon printer ∫ ∫Comments: Customer is interested in purchasing another Dell computer ∫ ∫ ∫ »ÕÕÕÕÕÕÕÕÕÕÕÕÕÕÕÕÕÕÕÕ…ÕÕÕÕÕÕÕÕÕÕÕÕÕÕÕÕProblem DatabaseÕÕÕÕÕÕÕÕÕÕÕÕÕÕÕÕªÕÕÕº ∫ Client ID SMITH JONES Status Open ∫ ∫ Description Hard drive crashed ∫ ∫ Open Date 12-Dec-92 Open Time 1:12 pm ∫ ∫ Assigned To Joe Tech ∫ ∫ Close Date Close Time ∫ ∫ Closed By ∫ ∫ ∫ ∫ < Edit > < OK > < Reassign > < Close/Reopen > ∫ »ÕÕÕÕÕÕÕÕÕÕÕÕÕÕÕÕÕÕÕÕÕÕÕÕÕÕÕÕÕÕÕÕÕÕÕÕÕÕÕÕÕÕÕÕÕÕÕÕº There are four options on the bottom of the problem entry form. "Edit" and "OK" operate exactly as they do in the Client form - "Edit" allows you to edit the notes sheet, and "OK" saves your screen and exits. "Reassign" and "Close/Reopen" are available only to the supervisor - for regular users they are inaccessible. "Reassign" allows the problem to be assigned to a different user. Close/Reopen allows the supervisor to change the status of the problem from "Closed" to "Open" or vice versa. 4.1.3 User Database The user database is accessible only by the supervisor. It is used strictly to add or delete users from the system, or to change their names or passwords. It is a good idea to change passwords often in a well-used environment to prevent abuse. In a small business more or less immune from abuse, it is common to set the passwords to the user's first name. This is also the screen which would be used to change the supervisor's password. KeepTrak 1.0 Problem Tracker (c) 1993 Scott MacLean Page 10 =========================================================================== …ÕÕÕÕÕÕÕÕÕÕÕÕÕÕÕÕÕÕUser DatabaseÕÕÕÕÕÕÕÕÕÕÕÕÕÕÕÕÕª ∫ User Name ∫ ∫ User Password ∫ ∫ ∫ ∫ < OK > < Edit > ∫ »ÕÕÕÕÕÕÕÕÕÕÕÕÕÕÕÕÕÕÕÕÕÕÕÕÕÕÕÕÕÕÕÕÕÕÕÕÕÕÕÕÕÕÕÕÕÕÕÕº The user's name is just that - their first and last name. This is the name that will be displayed throughout the system, on problems and reports. The only place the password is used is in logging onto the system. 4.1.4 Pick Lists The pick list is a powerful searching aid which is used throughout KeepTrak to select clients, problems and users. Whenever KeepTrak needs you to select from a list of clients, problems or users, it will display the pick list: ⁄ƒƒƒƒƒƒƒƒƒƒƒƒƒƒƒƒƒƒƒƒƒƒƒƒƒƒƒƒƒƒƒƒƒƒƒƒƒƒƒƒƒƒƒƒƒƒƒƒƒƒƒƒƒƒƒƒƒƒƒƒƒƒƒƒƒƒƒƒƒƒƒø ≥ADALMAN LOVITE - Adalman, Lovite Et Al ≥ ≥ADKINS POTTS - Adkins, Potts & Smethurst ≥ ≥AMRAM HAHN - Amram & Hahn ≥ ≥BALCH BINGHAM - Balch & Bingham ≥ ≥BALLER HAMMETT - Baller Hammett Et Al ≥ ≥BARAFF KOERNER - Baraff, Koerner, Olender & Hochberg ≥ ≥BASTIANELLI - Bastianelli, Brown & Touhey ≥ ≥BELL SHORE - Bell, Shore & Rader ≥ ≥BINGAMAN HESS - Bingamen, Hess, Coblentz & Bell ≥ ≥BIRCH HORTON - Birch, Horton & Bittner ≥ ≥BORGE ZAMULA - Borge, Zamula & Smith ≥ ≥CARMICHAEL - Carmichael, Heidman & Levine ≥ ≥CURRY ANN LOUIS - Curry, Ann & Lewis ≥ ≥DAVIDSON GOOD - Davidson & Goodwin ≥ ≥DOLAN ERLER - Dolan, Erler & Johnson ≥ ≥DOMANSKI TURNER - Domanski & Turner ≥ ≥ERICS HOPE - Erics, Hope & Jones ≥ ≥FRANKS ULRICH - Franks & Ulrich ≥ ≥HENDERSON GARR - Henderson, Garr, Brazier & Taft ≥ ≥HEPWORTH PETT - Hepworth & Pettigrew ≥ ¿ƒƒƒƒƒƒƒƒƒƒƒƒƒƒƒƒƒƒƒƒƒƒƒƒƒƒƒƒƒƒƒƒƒƒƒƒƒƒƒƒƒƒƒƒƒƒƒƒƒƒƒƒƒƒƒƒƒƒƒƒƒƒƒƒƒƒƒƒƒƒƒŸ Much like the menu system, you make your selection by moving the selection bar with the cursor keys, and pressing RETURN when the bar is highlighting your choice. The Page Up and Page Down keys work to move quickly through the list, and Home and End allow you to quickly move to either end of the list. If you are using a mouse, moving the mouse cursor to your choice and clicking twice will make your selection. Another way to quickly find your selection is the Speed Search. If you type the first letter of the selection you want, the selector bar will jump to the first option that begins with that letter. In the lower right hand KeepTrak 1.0 Problem Tracker (c) 1993 Scott MacLean Page 11 =========================================================================== corner, you will see "Search:" and the letter you have typed. In our pick list example, let's assume you typed a "D". The bottom right hand corner will show "Search: D" and the selector bar will move to "Davidson & Goodwin." Now typing an "O" will add this to our list, so our bottom corner now shows "Search: DO" and our selector bar moves to the first selection beginning with "DO" which is "Dolan, Erler & Johnson." If this is our selection, we can now press RETURN. We have just scanned through the entire pick list and made our selection by pressing only three keys. While not as advantageous on small lists, when databases grow to several hundred or several thousand records, the speed search is essential. An important feature to note which is system wide for the supervisor and for regular users is a small dot which appears to the left of some problems when using the problem pick list. Those problems which appear with the dot are "Open" problems, those without the dot are "Closed" problems. Because the size of the database files is limited only by disk space, it is not possible to load the entire pick list into memory. For this reason, KeepTrak uses an intelligent "cache" algorithm which loads the most frequently and recently accessed records into memory, and reads the remainder from disk. For this reason, it is very beneficial to run a large disk cache in extended or expanded memory, such as SMARTDRV.SYS, as it will significantly speed up the operation of the pick lists. 4.1.5 The Note Sheet Editor The built in Note Sheet Editor is a fairly powerful text editor, used to enter and edit note sheet. Each note sheet can be up to 300 lines long, and is accessed by selecting the "Edit" button from a client or problem form. At the bottom of the edit screen are indicators showing the current insert mode, line number and column number positions of the cursor. Word wrap is employed, which keeps words from being split across lines, but this feature is active only when Insert mode is activated. Several keys are used to move around inside the editor: Key Action Cursor Keys Move cursor up, down, left or right Ctrl Left Move cursor to previous word Ctrl Right Move cursor to next word Page Down Move cursor down 20 lines Page Up Move cursor up 20 lines Ctrl Page Down Move cursor to bottom line If on bottom line, move cursor to bottom of text Ctrl Page Up Move cursor to top line If on top line, move cursor to top of text Home Move cursor to first character on line End Move cursor to last character on line Ctrl Home Move cursor to beginning of line Ctrl End Move cursor to end of line Insert Turn insert mode on/off KeepTrak 1.0 Problem Tracker (c) 1993 Scott MacLean Page 12 =========================================================================== Delete Delete character, if no characters, delete line Ctrl Insert Insert line at cursor Ctrl Delete Delete line at cursor When finished editing the note sheet, pressing the ESC key will save your work and return you to the data entry form. 4.2 Reassign Problem From the main supervisor menu, this option works the same way as it does from the Problem Editor screen. It allows you to take a problem which already exists, and reassign it to another user. This could be used when a problem moves from one user's domain to another's, or to simply redistribute workload. 4.3 Select Current Client When in the main supervisor menu, you can have one particular client selected as the "current" client. The only options the current client is used for are "Change Current Client ID," and "Print Current Client," both from the main Supervisor menu. Selecting this option will show you a pick list of available clients. When one client is selected, that client will become the current client, and this will be reflected at the bottom of the screen. 4.4 Change Current Client ID There are some times when it is necessary to change the ID of a client. Normally the system does not allow you to change the ID once it is entered, but occasionally the need arises, when a company changes its name, or when an error is detected in the way it was originally input. If a current client was not already selected, KeepTrak will force you to select one before it will allow you to change the ID. KeepTrak will show the client's record display along with the current ID, and will ask you to input the new ID directly beneath it. Selecting "Convert" will cause KeepTrak to first change the ID in the client database, then scan through the entire problem database and change any problems found under the old ID. Selecting "Abort" will cause KeepTrak to exit to the main supervisor menu without doing the conversion. This utility has one more function: When one client buys another client and they become one company, you will normally want to transfer all the problems from one client to the other, and delete the original client from the database. To do this simply change the ID to that of an existing client. The system will recognize that the ID already exists, and after confirming your action, will transfer all the problems to that new client, then delete the old client from the database automatically. KeepTrak 1.0 Problem Tracker (c) 1993 Scott MacLean Page 13 =========================================================================== 4.5 Print Current Client Selecting this option prints all known information about the current client. A complete copy of the client database form is printed, along with the contents of the note sheet (if any) and a summary of all problems as- signed to that client, both open and closed. 4.6 Reports The powerful report generator routine in KeepTrak has been condensed down to one control screen. All options have a default when KeepTrak is started, but these options can be altered. When an option is altered, it will remain altered until the user exits from KeepTrak. …ÕÕÕÕÕÕÕÕÕÕÕÕÕÕÕÕÕReport OptionsÕÕÕÕÕÕÕÕÕÕÕÕÕÕÕÕÕª ∫ MM-DD-YYYY ∫ ∫ Beginning Date 01-01-1980 (˛) Open Dates ∫ ∫ Ending Date 12-31-1999 ( ) Close Dates ∫ ∫ ∫ ∫ Output To LPT1 ∫ ∫ All ∫ ∫ [X] Client ∫ ∫ [X] Problem ∫ ∫ [X] User ∫ ∫ ∫ ∫ [X] Open Problems [ ] Summary Page ∫ ∫ [X] Closed Problems ∫ ∫ ∫ ∫ < Print > < Abort > ∫ »ÕÕÕÕÕÕÕÕÕÕÕÕÕÕÕÕÕÕÕÕÕÕÕÕÕÕÕÕÕÕÕÕÕÕÕÕÕÕÕÕÕÕÕÕÕÕÕÕº - Beginning and Ending dates: When the report is run, only those records which have a date which falls between the beginning and ending dates will be printed. To the right of the date specifiers is a switch which tells KeepTrak whether to look at the "Problem Opened" dates or the "Problem Closed" dates when analyzing the beginning and ending dates. - Output To: When KeepTrak is started, it loads the default printer device from the KEEPTRAK.DEF file. The printer device can be changed here if desired. It does not have to be a device: you can specify a filename, and KeepTrak will print to the file. - Client/Problem/User Specifiers: These check boxes determine whether the report generator will print problems regardless of these categories, or whether it will only print specified problems. Selecting the "Client" box will cause KeepTrak to offer a client pick list. When you pick a client from this list, the client name will appear to the right of the switch, and the output of the report generator will include only problems belong- ing to that one client. Similarly, the generator can be set so that it KeepTrak 1.0 Problem Tracker (c) 1993 Scott MacLean Page 14 =========================================================================== prints only one specific problem, or problems belonging to one individual user. Selecting a check box which has been assigned a specific value will delete that value and cause it to return to the default "ALL". - Open/Closed Problems: Each of these check boxes determines whether the report generator will select problems which are open or closed. If the "open" check box is selected, open problems will be printed. If the "closed" check box is selected, closed problems will be printed. It can also be selected so that both open and closed problems will print. - Summary Page: If this check box is selected, the report generator will print a summary page at the end of the report detailing the oldest and newest problems, number of problems, and other summary data. When the desired options have been set in the report generator screen, selecting "Print" will cause KeepTrak to begin printing. While KeepTrak is printing, pressing the ESC (Escape) key will cause KeepTrak to abort the report after the current page is finished printing. 5 USER FUNCTIONS Users log into KeepTrak the same way that the supervisor does, except that instead of using the supervisor password, they use their own password. Once logged into KeepTrak, they are presented with the main User menu: ⁄ƒƒƒƒƒƒƒƒƒƒƒƒƒƒƒƒƒƒƒƒƒƒƒƒƒƒƒƒø ≥ Problem Editor ≥ ≥ User Open Problem Report ≥ ≥ Client Open Problem Report ≥ ≥ Edit Client Record ≥ ≥ Print Client Record ≥ ≥ Soundex Search ≥ √ƒƒƒƒƒƒƒƒƒƒƒƒƒƒƒƒƒƒƒƒƒƒƒƒƒƒƒƒ¥ ≥ Quit KeepTrak ≥ ¿ƒƒƒƒƒƒƒƒƒƒƒƒƒƒƒƒƒƒƒƒƒƒƒƒƒƒƒƒŸ 5.1 Problem Editor Selecting the Problem Editor moves you into a sub-menu, containing several options for the manipulation of problems. This is where the users will perform most of their work: ⁄ƒƒƒƒƒƒƒƒƒƒƒƒƒƒƒƒƒƒƒƒƒƒƒø ≥ Edit Existing Problem ≥ ≥ Open New Problem ≥ ≥ Close Out Problem ≥ ≥ Reopen Closed Problem ≥ ≥ Reassign Problem ≥ √ƒƒƒƒƒƒƒƒƒƒƒƒƒƒƒƒƒƒƒƒƒƒƒ¥ ≥ Return to Main Menu ≥ ¿ƒƒƒƒƒƒƒƒƒƒƒƒƒƒƒƒƒƒƒƒƒƒƒŸ KeepTrak 1.0 Problem Tracker (c) 1993 Scott MacLean Page 15 =========================================================================== 5.1.1 Edit Existing Problem This option allows the user to pick from a list of problems, similar to the supervisor's list. However, this problem list is a little different in that the only problems listed are those which are OPEN, and which are currently assigned to the user. Once the user selects a problem to edit, the editing screen is exactly the same as the supervisor's problem edit screen, except that he cannot select or use the "Close/Reopen" or "Reassign" buttons. When the user finishes editing the problem, pressing ESC (or selecting "OK") saves the changes and moves the user back to the problem pick list, so that another problem can be selected and edited. If there are no more problems to edit, pressing ESC will move the user back to the Problem Editor menu. 5.1.2 Open New Problem When a call comes in with a problem or complaint, this is the option used to enter that problem into the system. Once selecting the option, the user will be given a pick list of clients to select from. When the user has selected the client, KeepTrak will create a blank problem form, and allow the user to enter information into it. When the problem form is complete, selecting "OK" or pressing ESC will return the user to the Problem Editor menu. 5.1.3 Close Out Problem This option is used when a problem has been resolved, and it is ready to be closed. KeepTrak will allow the user to select a problem from the pick list, and ask if the problem shown is the correct one to close. If the users indicates that it is, KeepTrak will close the problem, mark it in the notes and add a close time and date to the problem's record. That problem will no longer show up in the user's "Edit Problem" pick list. 5.1.4 Reopen Closed Problem Sometimes a problem will recur after it has been closed. In this case, the user may wish to re-open a problem which was previously closed. Select- ing this option will display a pick list of closed problems belonging to that user. If a problem is selected, KeepTrak will change the problem's status to "Open" and mark it as reopened in the notes. The problem will now show up in the "Edit Problem" pick list, and can be edited. 5.1.5 Reassign Problem A user may wish to reassign a problem from themselves to another user. Selecting this option will allow them to do just that. KeepTrak will present the user with a problem pick list, where the user can pick which problem they wish to reassign. KeepTrak will then allow the user to pick the new user which the problem will be assigned to. Once KeepTrak reassigns KeepTrak 1.0 Problem Tracker (c) 1993 Scott MacLean Page 16 =========================================================================== the problem, that problem is then inaccessible to the original user. It disappears from their "Edit Problem" list, and can only be reassigned by the new user or by the supervisor. 5.2 User Open Problem Report Very similar to the report generator available from the supervisor menu, this report generator differs only in that it does not allow the user to select "Closed" problems to be printed, and is set to print only those problems assigned to that user. This report would normally be used to gen- erate a listing of outstanding problems which a user must take care of. 5.3 Client Open Problem Report This report generator is again very similar to the supervisor's report generator, except that the user must select a client from a client pick list first. Once they have selected a client, the report generator is locked into that client only, and cannot be changed. Like the User Open Problem Report, the generator is also locked into "Open" problems only, and only those problems assigned to that user. 5.4 Edit Client Record Identical to the client record editor in the supervisor menu, this op- tion allows the user to edit information about the client. This is neces- sary in case data (such as address or phone number) changes, or data which was not originally included becomes known. After selecting a client from a client pick list, the user is presented with a standard client form. When the user finishes with the form and exits, they are shown the same client pick list again, in case they want to edit another client record. If not, pressing ESC returns them to the main menu. 5.5 Print Client Record This function is identical to the "Print Current Client" option in the supervisor menu, except that the user is forced to select a client from a client pick list before the printing process begins. 5.6 Soundex Search One of the biggest problems in a text based database system which is being used by people who normally do a lot of business on the telephone is that often times names are not clearly heard, or the spelling is unknown. As well, a user may have forgotten the name of the client, and only remem- bers the contact that they normally deal with. The Soundex search gets around this problem by searching the client database for names which SOUND like the name given to search for. For instance, if you were searching for a contact named "Charles Garcia" and were unsure of how to spell "Garcia", you could do a Soundex search, specifying "Garseea" and the Soundex routine would find the correct record. When you select a Soundex Search, you are presented with the following screen: KeepTrak 1.0 Problem Tracker (c) 1993 Scott MacLean Page 17 =========================================================================== …ÕÕÕÕÕÕÕÕÕÕÕÕSoundex SearchÕÕÕÕÕÕÕÕÕÕÕÕª ∫ Name to Search For ∫ ∫ ∫ ∫ < Contacts > < Clients > < Abort > ∫ »ÕÕÕÕÕÕÕÕÕÕÕÕÕÕÕÕÕÕÕÕÕÕÕÕÕÕÕÕÕÕÕÕÕÕÕÕÕÕº Enter an approximate spelling of the contact or client name you are searching for. Try to make it as close as possible. It doesn't have to be spelled the same, but try to make it SOUND as much as possible like the name you are searching for. When you have entered the name, select the "Contacts" button to have KeepTrak search the contact field of the client database, or select the "Clients" button to have KeepTrak search the client name field of the database. If any close matches are found, a pick list will be shown displaying those matches. The user can pick one of the matches, and the client editing form will be displayed for editing. 6 NETWORK USE KeepTrak was designed to work well on a network. File contention is avoided by the use of a busy flag, so that two users cannot use the system at the same time. If a user attempts to log in while another user is using KeepTrak, they are given a message that another user is currently in KeepTrak. The user is given the option to wait, or to abort. If the user opts to wait, KeepTrak will automatically start as soon as the first user logs out. KeepTrak works well on a Novell server, and excels on peer-to- peer networks such as Lantastic. KeepTrak has been fully tested on Lantas- tic 4.1 with AE2 Ethernet adapters, and on Lantastic Z 4.1, using both serial and parallel communications. 7 TROUBLESHOOTING Problem: When I try to save a note sheet, KeepTrak says "fatal error 76" and goes to DOS. Solution: The path specification in the KEEPTRAK.DEF (identifier SHPATH) is pointing to a directory which either does not exist, or is not acces- sible. Correct KEEPTRAK.DEF, or create the directory. Problem: I can only get 10 problems and clients into the system. I enter more in, but they disappear. Solution: It's time to register KeepTrak. Unregistered demonstration copies will only allow 10 records in each database. See section 8 for informa- tion on registering. KeepTrak 1.0 Problem Tracker (c) 1993 Scott MacLean Page 18 =========================================================================== Problem: When printing reports, every other page is blank, or every other page has two or three lines on it at the top, and the rest is blank. Solution: Your PAGELEN identifier value in KEEPTRAK.DEF is too high. Reduce the value to the number of lines your printer is capable of printing on each page. Problem: KeepTrak is giving me a "fatal error" and dropping to DOS. Solution: Consult the following error directory: Error Meaning 7,14 Not enough memory to run - remove TSR's or increase RAM 24,25,68 Something is wrong with the printer - check cabling 27 Printer is out of paper 57,71,72 Hard drive is defective, or network dropped off-line 61 Hard drive is full 67 "FILES" statement in CONFIG.SYS is not specifying enough files. Increase the value for "FILES" 69 Something is wrong with the serial printer - check cabling 70 Network refused access to a file that KeepTrak needs 73 DOS version not recent enough - change to newer DOS 75,76 Check SHPATH identifier path in KEEPTRAK.DEF, make sure it points to a directory that actually exists Other Serious fatal program error - report circumstances and error number to author 8 REGISTRATION KeepTrak is not free software. It represents many hundreds of hours of programming, debugging, beta-testing and documenting. It was written over the course of several months, and beta tested by the author and others on- site in a service oriented business for several months after that. After many suggestions, rewrites and additions, KeepTrak was ready for public release. The service department of our business can no longer survive without it. I think that if you give it a try, you'll find the same thing true. KeepTrak is professional software, written by a professional, for professionals. Unfortunately, there are a lot of unprofessional people out there who think nothing of using software which they have not paid for. For KeepTrak 1.0 Problem Tracker (c) 1993 Scott MacLean Page 19 =========================================================================== this reason, KeepTrak is limited in use: unregistered versions will only hold 10 records in each database. I feel this is enough data for you to get a feel for how the system works. If you disagree, and want to experience a fully operational system before you purchase, please write me, and I will supply you with a temporary registration code free of charge which will make KeepTrak fully functional for a period of one month. Commercial personnel management systems similar to KeepTrak retail through consultants and specialists for thousands of dollars. KeepTrak will supply you with considerable management power for considerably less. If you feel that KeepTrak is worth using in your business, I would encourage you to register. 8.1 How to Register Included in the distribution package is a file called REGISTER.FRM. Print this file out by typing the following command: C:\KEEPTRAK> copy register.frm lpt1 Fill out and mail the form to the address at the top, along with pay- ment as indicated. You will be rushed your unrestricted registration code which will make KeepTrak fully functional. As well, you will be shipped a 3.5" 1.44 megabyte diskette containing several other programs also written by myself, along with any updates to KeepTrak. 8.2 Support Registered users of KeepTrak will receive notice of all further up- dates to the program, and can order those updates on disk for $5.00 plus shipping. Full support is offered via BBS or mail for KeepTrak users. Mail any inquiries to the same address on the registration form. For BBS sup- port, 24 hours a day, 7 days a week, you can call the author's BBS no charge at (301) 353-0593, HST V.32/V.42bis. If you have a local PCPN BBS to you, you can contact the author on the network by sending a message to 115/SYSOP. Thank you for YOUR support. 9 TECHNICAL KeepTrak consists of over 4500 lines of code, written in Microsoft BASIC 7.1 Professional Development System. Parts of KeepTrak are handled by ProWindows(tm) PROFESSIONAL Library, (c) copyright 1988-1991 DSE Software Publishing. This top-rate third-party library makes complex development a snap, and comes highly recommended. More information on DSE ProWindows(tm) PROFESSIONAL can be obtained by writing: DSE Software Publishing Post Office Box 96 Willits, CA 95490-0096 KeepTrak 1.0 Problem Tracker (c) 1993 Scott MacLean Page 20 =========================================================================== Index Add record, 7 Network, 2, 17, 18 New problem, 15 Note sheet, 11, 13, 17 BBS, 19 Note sheets, 2, 4, 7, 9 Change client ID, 12 Overview, 2 Client database, 8 Close problem, 15 Color, 4 Pick lists, 10 Current client, 12, 13 Printer, 3, 4, 13, 18 Problem database, 9 Problem editor, 14 Database manipulation, 7 Delete record, 8 DOS, 2, 3, 17, 18 Reassign problem, 2, 9, 12, 15 DSE ProWindows, 19 Register, 4, 17, 18, 19 Reopen problem, 1, 9, 15 Report, 3 Editor, 4, 9, 11 Reports, 1, 13, 16, 18 Error, 18 Rolodex, 1 File list, 2 Setup, 3 Soundex search, 16 Speed search, 10 Hardware, 2 Startup, 5 Help screens, 6 Supervisor functions, 7 Support, 19 Identifier, 3, 17, 18 Initial operation, 5 Technical, 19 Installation, 2 Troubleshooting, 17 Introduction, 1 User database, 9 KEEPTRAK.DEF, 3, 13, 17, 18 User functions, 14 Macros, 5 Modify record, 8 Monochrome, 4 Mouse, 2, 6, 7, 8, 10