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OS/2 Help File
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1995-09-05
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51KB
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1,610 lines
ΓòÉΓòÉΓòÉ 1. Copyright ΓòÉΓòÉΓòÉ
Welcome to HelpNet! Copyright (c) 1994-1995. Enlighten Development
ΓòÉΓòÉΓòÉ 2. Installation ΓòÉΓòÉΓòÉ
Installation Instructions for HelpNet!:
1. First Time Installation.
2. Network Workstation Installation.
ΓòÉΓòÉΓòÉ 2.1. First-Time Install ΓòÉΓòÉΓòÉ
First-Time installation instructions:
1. Insert the HelpNet! Install diskette into drive A: .
2. At an OS/2 Command Prompt change to drive A: and type INSTALL.
A: <ENTER>
INSTALL <ENTER>
3. Enter in the required information.
4. Press OK.
Note: You may wish to read the Database Considerations section of this
reference for information regarding Support Tables during the
Installation Process.
ΓòÉΓòÉΓòÉ 2.2. Network Install - Workstation ΓòÉΓòÉΓòÉ
Network Installation Procedures:
1. At an OS/2 Command prompt, change to the drive and directory in which the
HelpNet! system has been installed.
2. At the prompt, type HNINST.
3. Enter the User Name in the entry field provided.
4. Press OK.
Note: This type of installation can also be used to Recreate the HelpNet!
icons on the users Desktop, or re-initialize the User Preferences
file.
ΓòÉΓòÉΓòÉ 3. Logging in to the HelpNet! application ΓòÉΓòÉΓòÉ
o After starting the application, enter your Name (case Insensitive) and
Password.
Note: If this is your first time logging in to the system, your password
has been set to HELPNET. If this is the first time logging in after the
initial installation of the application, you must enter SUPERVISOR (Case
sensitive) as the User Name and HELPNET as the Password.
o Press the OK pushbutton or press the Enter key to initiate the login.
o If you get an INVALID password and are unable to login, contact your Help
Desk personnel and have them reset your password.
o After a successful login, the Main Menu will appear and you may begin
working with the HelpNet! system.
ΓòÉΓòÉΓòÉ 4. How do I? ΓòÉΓòÉΓòÉ
Select an item from the list below for a brief tutorial on how to,
Basic Functions
o Add a Call Ticket.
o Search for a Call Ticket.
o Configure HelpNet!
o Change my Password.
o Find past resolutions.
Administrative Functions:
o Add a Specialist.
o Add a Client.
o Add an Outside Customer.
o Configure this Site.
o Add Support Data:
- Priority
- Severity
- Problem Categories
- State
- Department
- Specialist Group
- Server Types
- Servers
- CPUs
- Monitors
- Operating Systems
- Printers
- Applications
- Peripherals
- Adapters
o Archive Call Tickets.
o Reindex Tables.
o Use Automatic Call Escalation.
o Check for Follow Ups.
o Database Maintenance.
ΓòÉΓòÉΓòÉ 4.1. How do I Change My password? ΓòÉΓòÉΓòÉ
From the Main Menu, select HelpDesk followed by Change Password...
From there:
o Enter in your current password in the entry field entitled Current
Password.
o Enter in your New Password in the entry field entitled NEW password.
o Retype your password in the entry field entitled Retype Password.
o Press the OK pushbutton.
ΓòÉΓòÉΓòÉ 4.2. How Do I Add a Specialist? ΓòÉΓòÉΓòÉ
The following procedures depict how you add a NEW specialist when you are at
the Specialist Setup screen:
Note: You must have Administrative Access to set up a New Specialist. If you
don't have these rights, your Help Desk Personnel can set this up for you OR
you may log in to the HelpNet! system under the name SUPERVISOR.
o From the Main Menu, select Adminstration - Specialist Setup to open the
Specialist Setup screen.
o In the Enter New Specialist Entry field, enter the First and Last name of
the NEW Specialist.
o In the Password entry field, enter the password the New Specialist will use
to log in to the HelpNet! System.
o In the Phone Number entry field, enter the Phone Number of the New
Specialist, with or without the Area code.
o In the Ext entry field, enter the Extension of the New Specialist.
o If the specialist has a Numeric pager, enter the Pager number in the
entryfield provided.
o Select the Access Priviledge for the New Specialist. Access priviledges
are setup under the Site Configuration.
o Select the skills of the New Specialist. To do this, hold the <CTRL> key
down while selecting the Categories you wish linked to the New Specialst.
Note: In order for a Specialist to list on the Call Ticket when all of the
Categories are selected, he MUST be linked to each of the selected
Categories.
o Select the Save push button. As the Specialist is saved, the links to each
of the categories will be deselected. Simply double click on the Saved
Specialist to reload the linked categories.
o You have now Added a New Specialist.
ΓòÉΓòÉΓòÉ 4.3. How Do I Add a Client? ΓòÉΓòÉΓòÉ
Select the HelpDesk item from the Main Menu, then select Client Information.
This will bring up the Client Information screen.
From here:
o Press the RIGHT mouse button and select New from the Popup menu. This will
bring up the Support Edit Client window.
o Select the Salutation that best fits the new client.
o Enter the First and Last Name fo the client in the field entitled Name.
o Enter the Initials of the Client in the field entitled Initials. (Optional)
o Enter the UserId of the Client in the field entitled UserId.
o Enter the Title of the Client in the field entitled Title. (Optional)
o Select the Department in which the Client works in the Drop down box
entitled Department.
o Enter the Phone number where the Client can be reached in the field
entitled Phone.
o Enter the Extension of the Client in the field entitled Ext. (Optional)
o Select the State in which the Client resides in the drop down box entitled
State.
o Enter the Name of the client as it appears in your Email system in the
entry field entitled Email Name. (This field may not be present if the
Email module is not installed).
o Use the mouse to select the Tab entitle System Info on the right of the
Notebook control. (You may also press the pagedown key or click on the
right arrow in the lower right hand corner of the notebook.)
Note: This entire page is optional.
o At the System Info page, select the computer that the client uses in the
drop down box entitled Computer.
o Enter the Serial number of the computer in the entry field entitled Serial
No. directly below the Computer drop down box.
o Select the Monitor that the Client uses in the drop down box entitled
Monitor.
o Enter the Serial number of the monitor in the entry field entitled Serial
No. directly below the Monitor drop down box.
o If any printers are attached or used locally, follow these steps:
1. Select the printer in the drop down box entitled Printer.
2. Select the Port it is attached to in the drop down box entitled Port.
3. If it is a network printer, Check the box entitled Network.
4. Press the Add pushbutton under the container in the group entitled
Printers.
5. Repeat Steps 1-3 for any additional printers up to Three total.
o Use the mouse to select the Tab entitle Lan Info on the right of the
Notebook control. (You may also press the pagedown key or click on the
right arrow in the lower right hand corner of the notebook.)
Note: This entire page is optional.
o If the system is connected to a Server via a LAN, follow these steps:
1. Select the server the Client is attached to using the drop down box
entitled Server.
2. Press the Add pushbutton under the container in the Group entitled
Servers Connected to - Max 4.
3. Repeat Steps 1-2 for up to Four servers.
o Enter the Requester name for the clients computer in the field entitled
Requester Name.
o Enter the Cable No of the cable that runs to the Clients system.
(Optional).
o Enter the Network Interface Card address of the Clients system in the field
entitled NIC Address.
o Use the mouse to select the Tab entitle Applications on the right of the
Notebook control. (You may also press the pagedown key or click on the
right arrow in the lower right hand corner of the notebook.)
Note: This entire page is optional.
o For any applications the Client uses, follow these steps:
1. Select the application the client uses in the drop down box entitled
Application.
2. Enter the Serial Number of the copy of the application that the Client
uses in the field entitled Serial No.
3. Press the Add push button under the container in the group entitled
Applications.
4. Repeat steps 1-3 for all applications up to Six.
o Use the mouse to select the Tab entitle Notes on the right of the Notebook
control. (You may also press the pagedown key or click on the right arrow
in the lower right hand corner of the notebook.)
Note: This entire page is optional.
o Enter any additional information that you may wish to keep on file for the
Client. Limit is 65536 characters.
ΓòÉΓòÉΓòÉ 4.4. How do I Add an Outside Customer? ΓòÉΓòÉΓòÉ
ΓòÉΓòÉΓòÉ 4.5. How Do I Add a Call Ticket? ΓòÉΓòÉΓòÉ
The following procedures depict how you can enter a NEW Call Ticket when you
are at the Call Ticket screen:
o Use the Main menu, Select HelpDesk, and then Call Ticket - Open/Close.
This will bring up the Call Ticket Screen. You may also use the push
button on the Title Bar of the Main Menu.
o Check the Origination Time to make sure the Date and Time stamp is what you
want for the Call Ticket Origination Date and Time. If not, either Press
the Orig push button or press the down arrow on the combo box to bring up a
calendar which will allow you to select a date. You may also enter
directly into either the Date entry field or the Time entry field.
o Select wether the ticket is an OUTSIDE call or an INSIDE call. HelpNet!
defaults to an INSIDE call - if you want your ticket to depict a problem
with an OUTSIDE caller, then press the Outside call check box in the Client
Information section of the screen.
o Press the Name push button. There are two options here:
1. INSIDE CALL
- A window will popup requiring you to select a Client Name. Either
double click with the left mouse button on the name you wish to
choose or highlight the name by clicking once and pressing the
Select push button. The Select Name window will dissappear and your
Ticket will be populated with the information regarding the
selected user.
2. OUTSIDE CALL
- The Phone Book window will popup allowing you to select any one of
the Outside customers entered to be selected for this Ticket. You
may either double click with the left mouse button on the Customer
you wish to select, or highlight the customer by clicking once with
the left mouse button on the customer you wish to select, and
pressing the Select push button. The Phone Book will dissappear and
your Ticket will be populated with the information regarding the
selected customer.
o Select the Problem Categories that best describe what the Ticket is
regarding:
1. Press the down arrow on the drop down box labled 1. A drop down list
will show you which items for this category are selectable. Click once
with the Left mouse button on the item you wish to depict for category
one. After selecting the item, category two will populate with items
that have been linked to category one and the drop down box will appear
allowing you to select category two.
2. Click once with the left mouse button on the item you wish to depict
for category two. After selecting the item, category three will
poulate with items that have been linked to category two and the drop
down box will appear for category three allowing you to select the next
category.
3. Click once with the left mouse button on the item you wish to depict
for Category three. After selecting the item, the Assigned To combo
box will poulate with specialists that have been linked to ALL THREE
categories.
Note: If Linking has been turned off (By pressing the check box
entitled Linking, next to the Assigned To drop down box) then
the Assigned To drop down box will poulate with ALL specialists
entered in the database.
o Select the Specialist you wish to assign to this Call Ticket by clicking
once on the name with the left mouse button.
o Select the Severity of the Call Ticket by pressing the down arrow on the
combo box entitled "Severity" and clicking once with the left mouse button
on the severity you wish to use.
o Select the Priority of the Call Ticket by pressing the down arrow on the
drop down box entitled "Priority" and clicking once with the left mouse
button on the priority you wish to use.
Note: After selecting the Priority, the entry field Priority Time will
automatically be populated with the Time alotted for this ticket to
be completed. This information is entered when adding Priorities
under the Support menu.
o Enter the Problem Description by either:
1. Entering the information directly into the Area provided.
2. Pressing the Expand push button directly above the Problem Description
Entry Box. This will bring up an EXPANDED entry field that allows more
text to be displayed.
Note: You are limited to 32,000 characters for both the Problem
Description and Problem Resolution.
Note: You may press the Stamp push button to incorporate a Specialist Stamp in
the entry box.
o Enter the Problem Resolution:
1. This is the same as entering the Problem Description.
Note: Entering a Resolution is not neccessary in any case - unless you
are CLOSING the call Ticket.
2. You may enter a follow up procedure at any time. you can do this by
pressing the "Follow Up" check box directly above the Problem
Resolution.
o Select the Lookup Importance for this Call Ticket. If you have entered in
a resolution, then select the appropriate importance.
o You may now SAVE your ticket by pressing the SAVE push button located in
the lower left corner of the Call Ticket Screen.
Note: After saving your Ticket, the SAVE push button is changed to an
UPDATE pushbutton. In order for you to enter a NEW Ticket, you must
select the CLEAR push button located near the lower right corner of
the Call Ticket Screen.
o You have now successfully entered in a Call Ticket!
ΓòÉΓòÉΓòÉ 4.6. How Do I Search For A Call Ticket? ΓòÉΓòÉΓòÉ
There are two ways of Searching for and viewing a Call Ticket.
First:
o From the Call Ticket screen, select the Ticket pushbutton.
o A window will pop up requesting a Ticket Number.
o Enter in the Ticket number of the Ticket you wish to view.
o Press enter.
Second:
o Bring up the Search for Call Tickets screen using one of the following
methods:
1. Select the HelpDesk item on the Main Menu, then select Search for Call
Tickets...
2. Select the pushbutton on the Title Bar of the Main Menu.
3. Select the Search pushbutton on the Call Ticket screen.
o Choose the criteria at the top of the screen that you wish to search for
tickets on.
o Press the List pushbutton in the lower left hand corner of the screen.
o A list of Tickets meeting your criteria will appear in the container in the
center of the screen.
o You can now view anyone of the tickets by pressing the RIGHT mouse button
and choosing View Ticket from the popup menu.
ΓòÉΓòÉΓòÉ 4.7. How Do I Find Resolutions? ΓòÉΓòÉΓòÉ
Select HelpDesk on the Main Menu of HelpNet!.
Select the Knowledge Base... menu item.
When the Knowledge Base window comes up, select the Category or categories you
wish to search on or enter in a key work or phrase.
Check the boxes next to the importance of which resolutions you wish to
display.
Push the List push button in the lower left hand corner of the screen.
From there, a list will appear of all of the Problem Descriptions that have the
same criteria you have selected.
To view the Resolution to a specific description, double click on that
description.
ΓòÉΓòÉΓòÉ 4.8. Add Support Data... ΓòÉΓòÉΓòÉ
ΓòÉΓòÉΓòÉ 4.8.1. How do I Add a Priority? ΓòÉΓòÉΓòÉ
From the Main Menu, select Support Tables, then select Priorities...
The Add Priorities window will appear and you may:
o Enter in the description of the NEW Priority in the field entitled Enter
Description.
o Enter in the turnaround Time in the entryfield provided in the Turnaround
Time group.
o Select wether the time represents Hours, Minutes, or Days by selecting the
appropriate radial button.
o Press the Add push button.
ΓòÉΓòÉΓòÉ 4.8.2. How do I Add a Severity? ΓòÉΓòÉΓòÉ
From the Main Menu, select Support Tables, then select Severities...
The Add Severities window will appear and you may:
o Enter in the description of the NEW Priority in the field entitled Enter
Severity.
o Enter in the Importance of the Severity in the entry field entitled
Importance.
o Press the Add push button.
ΓòÉΓòÉΓòÉ 4.8.2.1. How do I link Severities and Priorities? ΓòÉΓòÉΓòÉ
From the Add Severities OR Add Priorities window, Press the Link pushbutton.
The Link Severities window appears.
From there:
o Select a Severity listed in the LEFT list box.
o Select Any or ALL priorities in the RIGHT list box using the mouse.
o press the Update pushbutton.
Note: What occurs: The Selected Severity on the LEFT is linked to the
selected Priorities on the right. When the Severity is selected in the
Call Ticket windo, only the LINKED priorities will populate the Priorities
drop down box.
ΓòÉΓòÉΓòÉ 4.8.3. How do I Add Problem Categories? ΓòÉΓòÉΓòÉ
From the Main Menu, select Support Tables, then select Problem Categories...
The Add Problem Categories window appears.
From there:
o Select which category number you wish to add to by pressing the appropriate
Radio button.
o Enter the description of the New category in the entry field entitled Enter
Category.
o Press the Add pushbutton.
ΓòÉΓòÉΓòÉ 4.8.3.1. How Do I Link Categories? ΓòÉΓòÉΓòÉ
The linking of categories is actually the most complex procedure in the
HelpNet! system. But once it is understood, it becomes very easy.
Purpose:
When selecting categories on the Call Ticket Screen, once you select Category
1, the drop down box for Category 2 will populate with ALL categories that are
linked to the selected Category 1. In order for this to happen, you must save
the links in a separate data file. This is done be following these simple
procedures when at the Link Categories Screen.
o If you are linking Categories from Category 2, press the pushbutton
entitled Cat 1 in the upper left hand corner of the Link Categories screen.
This will populate the LEFT listbox with ALL Categories in Category 1 and
the RIGHT list box with all categories in Category 2.
o Double-click on any ONE of the categories listed in the LEFT list box. If
any links have been defined, the list on the RIGHT side of the screen will
have categories selected that are already linked to the selected category
on the LEFT.
o To link categories to the selected Category on the LEFT side of the screen,
simply HIGHLIGHT the categories you wish linked on the RIGHT side of the
screen.
o After selecting all of the categories, press the Update pushbutton to
update the Linking.
o To update links from Category 2, press the push button labled Cat 2 in the
upper left hand corner of the screen and follow the above procedures to
save the linking.
ΓòÉΓòÉΓòÉ 4.8.4. How do I Add a State? ΓòÉΓòÉΓòÉ
From the Main Menu, select Support Tables, then select States...
The Add States window will appear and you may:
o Enter in the TWO character representation for the state in the field
entitled Enter State.
o Press the Add push button.
ΓòÉΓòÉΓòÉ 4.8.5. How do I Add a Department? ΓòÉΓòÉΓòÉ
From the Main Menu, select Support Tables, then select Department...
The Add Departments window will appear and you may:
o Enter in the Description for the department in the field entitled Add New
Department.
o Press the Add push button.
ΓòÉΓòÉΓòÉ 4.8.6. How do I Add a Specialist Group? ΓòÉΓòÉΓòÉ
From the Main Menu, select Support Tables, then select Specialist Group...
The Support - Specialist Group window will appear and you may:
o Enter in the Description for the Group in the field entitled New Group.
o Press the Add push button.
ΓòÉΓòÉΓòÉ 4.8.7. How do I Add Server Types? ΓòÉΓòÉΓòÉ
From the Main Menu, select Support Tables, then select Server Types...
The Support - Add Server Types window will appear and you may:
o Enter in the Description for the Server Type in the field entitled New
Server Type.
o Press the Add push button.
ΓòÉΓòÉΓòÉ 4.8.8. How do I Add Servers? ΓòÉΓòÉΓòÉ
From the Main Menu, select Support Tables, then select Servers...
The Add Server window will appear and you may:
o Enter in the Name of the server in the field entitled New Server Name.
o Enter the Domain name for the Server in the field entitled New Domain Name.
(Optional)
o Select the Server Type in the drop down box entitled Type.
o Press the Add push button.
ΓòÉΓòÉΓòÉ 4.8.9. How do I Add CPUs? ΓòÉΓòÉΓòÉ
From the Main Menu, select Support Tables, then select CPUs...
The Add Machine window will appear and you may:
o Enter in the Description for the CPU in the field entitled New Machine.
o Press the Add push button.
ΓòÉΓòÉΓòÉ 4.8.10. How do I Add Monitors? ΓòÉΓòÉΓòÉ
From the Main Menu, select Support Tables, then select Monitors...
The Add Monitors window will appear and you may:
o Enter in the Description for the Monitor in the field entitled New Monitor.
o Press the Add push button.
ΓòÉΓòÉΓòÉ 4.8.11. How do I Add Operating Systems? ΓòÉΓòÉΓòÉ
From the Main Menu, select Support Tables, then select Operating Systems...
The Add Operating System window will appear and you may:
o Enter in the Description for the department in the field entitled New
Operating System.
o Press the Add push button.
ΓòÉΓòÉΓòÉ 4.8.12. How do I Add Printers? ΓòÉΓòÉΓòÉ
From the Main Menu, select Support Tables, then select Printers...
The Add Printer window will appear and you may:
o Enter in the Description for the Printer in the field entitled New Print
Server. (optional)
o Enter the name of the printer in the field entitled New Printer.
o Press the Add push button.
ΓòÉΓòÉΓòÉ 4.8.13. How do I Add Applications? ΓòÉΓòÉΓòÉ
From the Main Menu, select Support Tables, then select Applications...
The Add Applications window will appear and you may:
o Enter in the Description for the Application in the field entitled New
Application.
o Press the Add push button.
ΓòÉΓòÉΓòÉ 4.8.14. How do I Add Peripherals? ΓòÉΓòÉΓòÉ
From the Main Menu, select Support Tables, then select Peripherals...
The Add Peripherals window will appear and you may:
o Enter in the Description for the Peripheral in the field entitled New
Peripheral.
o Press the Add push button.
ΓòÉΓòÉΓòÉ 4.8.15. How do I Add Adapaters? ΓòÉΓòÉΓòÉ
From the Main Menu, select Support Tables, then select Adapters...
The Add Adapter window will appear and you may:
o Enter in the Description for the Adapter in the field entitled New Adapter.
o Press the Add push button.
ΓòÉΓòÉΓòÉ 4.9. How do I Check Follow Ups? ΓòÉΓòÉΓòÉ
ΓòÉΓòÉΓòÉ 4.10. How do I Maintain the Database? ΓòÉΓòÉΓòÉ
Maintaining the Database is of vital importance and should be done
approximately every 1000 tickets. Response time can be improved and maintained
when you follow these steps:
1. Archive Call Tickets around every 30 days, depending on how your response
time is.
2. Re-index the datafiles when possible AFTER you archive Call Tickets.
Note: This improves repsonse time to end-users because the CALLTICK
datafile is the only datafile normally scanned for tickets. The CALLPRGE
datafile is for keeping data on-line for Reporting purposes. (The data in
the CALLPRGE datafile CAN be changed and updated, but most of the
processing is done through the CALLTICK datafile). So keeping the CALLTICK
datafile Re-indexed and packed will greatly improve performance no matter
HOW large the actual database becomes.
ΓòÉΓòÉΓòÉ 4.10.1. How Do I Archive Call Tickets? ΓòÉΓòÉΓòÉ
The following procedures depict how you Archive Call Tickets when you are at
the Archive Call Tickets screen:
Note: You must have Administrative Access to Archive Data. If you don't have
these rights, your Help Desk Personnel can set this up for you OR you may log
in to the HelpNet! system under the name SUPERVISOR.
o From the Main Menu, select Adminstration- Archive Call Tickets. This will
open the Archive Call Tickets Screen.
o Enter the data from which you wish to Archive all CLOSED Call Tickets. The
date searched for is the Origination Date of the Call Ticket. You can
enter this date directly into the Entry Field, or press the down arrow to
the right of the entry field to open the HelpNet! Calendar. From the
Calendar, you can select the date.
o Press the Begin push button to begin the archiving of the Call Tickets.
CAUTION:
THIS OPERATION IS DISK INTENSIVE! DO NOT HIT CONTROL-ESCAPE DURING THE
PROCESS OF ARCHIVING RECORDS AS IT MAY CORRUPT YOUR CALL TICKET DATA FILES!
o The status bar near the bottom of the window will inform you of when the
operation has completed.
ΓòÉΓòÉΓòÉ 4.10.2. How Do I Reindex Database Tables? ΓòÉΓòÉΓòÉ
The following procedures depict how you Reindex Database Tables when you are at
the Reindex Tables screen:
Note: You must have Administrative Access to Reindex Database Tables. If you
don't have these rights, your Help Desk Personnel can set this up for you OR
you may log in to the HelpNet! system under the name SUPERVISOR.
o From the Main Menu, select Adminstration - Reindex Tables to open the
Reindex Tables Screen.
o Select which tables you wish to Re-index and Pack by checking the box next
to the tables desired.
o Press the Start Push button.
CAUTION:
THIS OPERATION IS DISK INTENSIVE! DO NOT HIT CONTROL-ESCAPE DURING THE
PROCESS OF ARCHIVING RECORDS AS IT MAY CORRUPT YOUR CALL TICKET DATA FILES!
o The status bar near the bottom of the window will inform you of when the
operation has completed.
ΓòÉΓòÉΓòÉ 4.11. How do I Configure this Site? ΓòÉΓòÉΓòÉ
ΓòÉΓòÉΓòÉ 4.12. How Do I Escalate Calls Automatically? ΓòÉΓòÉΓòÉ
The following procedures depict how you Escalate Call Tickets :
Note: To be efficient, the HNAESC.EXE utility should be run from the computer
or Server on which the HelpNet! database resides.
Note: If no icon is available for this utility, it can be run from an OS/2
window from the directory in which HelpNet! resides. More help is available
within the Escalate Application.
o
Note: Automatic Call Escalation will search for OPEN Call Tickets that
have not been completed within the time alotted them through the Priority
they have been given. Escalating them will escalate the PRIORITY ONLY of
the Call Ticket to the NEXT HIGHEST Priority.
Note: Call Tickets that have already been Escalated and have not been
looked at by the Assigned specialist will NOT be escalated again. NEW Call
Tickets will also not be escalated.
ΓòÉΓòÉΓòÉ 5. HelpNet! - Main Menu ΓòÉΓòÉΓòÉ
The Main Menu for HelpNet! alllows you to select from any of the following
Options:
o HelpDesk
o Reports
o Administration
o Support Tables
o Menu
o Help
ΓòÉΓòÉΓòÉ 5.1. Main Menu - Helpdesk ΓòÉΓòÉΓòÉ
Selecting this Menu Item will open the Call Ticket window allowing you to Enter
and Update Call Tickets.
ΓòÉΓòÉΓòÉ 5.1.1. CallTicket - Open/Close... ΓòÉΓòÉΓòÉ
Selecting this Menu Item will open the Call Ticket window allowing you to Enter
and Update Call Tickets. This has the same effect as the pushbutton on the
Title Bar.
ΓòÉΓòÉΓòÉ 5.1.2. Search for Ticket... ΓòÉΓòÉΓòÉ
Selecting this Menu Item will open the Call Ticket window along with the Search
window allowing you to search for Call Tickets from the entered criteria.
ΓòÉΓòÉΓòÉ 5.1.3. Knowledge Base... ΓòÉΓòÉΓòÉ
Selecting this Menu Item will open the Knowledge Base window allowing you to
search for resolutions regarding the selected criteria.
ΓòÉΓòÉΓòÉ 5.1.4. Specialist Availability... ΓòÉΓòÉΓòÉ
Selecting this Menu Item will open the Call Ticket Specialist Availability
window allowing you to use the IN/OUT board.
ΓòÉΓòÉΓòÉ 5.1.5. Client Information... ΓòÉΓòÉΓòÉ
Selecting this Menu Item will open the Client Information window alloing you to
enter NEW in-house clients, update and search for client Information based on
the selected criteria.
ΓòÉΓòÉΓòÉ 5.1.6. Time Tracker... ΓòÉΓòÉΓòÉ
Selecting this Menu Item will open the Time Tracker window allowing you to
Enter,view or Update Time Tracking data regarding Call Tickets.
This has the same effect as the pushbutton on the Title Bar.
ΓòÉΓòÉΓòÉ 5.1.7. Phone Book... ΓòÉΓòÉΓòÉ
Selecting this Menu Item will open the Phone Book window allowing you to Enter,
view and update data in the Phone Book regarding Outside Vendors and clients.
ΓòÉΓòÉΓòÉ 5.1.8. Configure HelpNet... ΓòÉΓòÉΓòÉ
Selecting this Menu Item will open the Configure HelpNet! window allowing you
to configure the HelpNet! application according to your needs.
ΓòÉΓòÉΓòÉ 5.1.9. Change Password... ΓòÉΓòÉΓòÉ
Selecting this Menu Item will open the Change Password window allowing you to
change your password.
Note: If you are curretnly logged in as the administrator, you will be capable
of changing ANY users password.
ΓòÉΓòÉΓòÉ 5.1.10. Login Email... ΓòÉΓòÉΓòÉ
If the E-mail option is installed, this Menu Item will open the E-mail login
window allowing you to login to your specified e-mail package.
ΓòÉΓòÉΓòÉ 5.2. Main Menu - Reports ΓòÉΓòÉΓòÉ
Selecting this Menu option will drop down the following Menu Items:
o Standard Reports
o Basic Data Lists
ΓòÉΓòÉΓòÉ 5.2.1. Standard Reports ΓòÉΓòÉΓòÉ
Standard Reports
ΓòÉΓòÉΓòÉ 5.2.1.1. Daily Open/Closed ΓòÉΓòÉΓòÉ
Selecting this Menu Item will open the Call Ticket window allowing you to Enter
and Update Call Tickets.
ΓòÉΓòÉΓòÉ 5.2.1.2. Incoming Call Analysis ΓòÉΓòÉΓòÉ
MenuItem -
ΓòÉΓòÉΓòÉ 5.2.1.3. Problem Category Analysis ΓòÉΓòÉΓòÉ
MenuItem - Problem Category Analysis
ΓòÉΓòÉΓòÉ 5.2.1.4. Response Time ΓòÉΓòÉΓòÉ
MenuItem - Response Time
ΓòÉΓòÉΓòÉ 5.2.1.5. Time Log ΓòÉΓòÉΓòÉ
MenuItem - Time Log
ΓòÉΓòÉΓòÉ 5.2.1.6. Monthly Category ΓòÉΓòÉΓòÉ
MenuItem - Monthly Category
ΓòÉΓòÉΓòÉ 5.2.1.7. Yearly Category ΓòÉΓòÉΓòÉ
Yearly Category
ΓòÉΓòÉΓòÉ 5.2.1.8. Yearly Specialist ΓòÉΓòÉΓòÉ
Yearly Specialist
ΓòÉΓòÉΓòÉ 5.2.2. Basic Data Lists ΓòÉΓòÉΓòÉ
Selecting this Menu Item will open the following Sub-Menu:
o Problem Category List
o Customer List
o Client List
o Priority List
o Severity List
o Department List
o State List
o Specialist List
o Specialist Group List
ΓòÉΓòÉΓòÉ 5.2.2.1. Problem Category List ΓòÉΓòÉΓòÉ
Selecting this Sub-Menu will open the Print Screen allowing you to print a
report listing all of the Problem Categories defined in the database.
ΓòÉΓòÉΓòÉ 5.2.2.2. Customer List ΓòÉΓòÉΓòÉ
Selecting this Sub-Menu will open the Print Screen allowing you to print a
report listing all of the OUTSIDE customers defined in the database.
ΓòÉΓòÉΓòÉ 5.2.2.3. Client List ΓòÉΓòÉΓòÉ
Selecting this Sub-Menu will open the Print Screen allowing you to print a
report listing all of the In-house clients defined in the database.
ΓòÉΓòÉΓòÉ 5.2.2.4. Priority List ΓòÉΓòÉΓòÉ
Selecting this Sub-Menu will open the Print Screen allowing you to print a
report listing all of the Priorities defined in the database.
ΓòÉΓòÉΓòÉ 5.2.2.5. Severity List ΓòÉΓòÉΓòÉ
Selecting this Sub-Menu will open the Print Screen allowing you to print a
report listing all of the Severities defined in the database.
ΓòÉΓòÉΓòÉ 5.2.2.6. Department List ΓòÉΓòÉΓòÉ
Selecting this Sub-Menu will open the Print Screen allowing you to print a
report listing all of the Departments defined in the database.
ΓòÉΓòÉΓòÉ 5.2.2.7. States List ΓòÉΓòÉΓòÉ
Selecting this Sub-Menu will open the Print Screen allowing you to print a
report listing all of the States defined in the database.
ΓòÉΓòÉΓòÉ 5.2.2.8. Specialist List ΓòÉΓòÉΓòÉ
Selecting this Sub-Menu will open the Print Screen allowing you to print a
report listing all of the Specialists defined in the database.
ΓòÉΓòÉΓòÉ 5.2.2.9. Specialist Group List ΓòÉΓòÉΓòÉ
Selecting this Sub-Menu will open the Print Screen allowing you to print a
report listing all of the Specialist groups defined in the database.
ΓòÉΓòÉΓòÉ 5.3. Main Menu - Administration ΓòÉΓòÉΓòÉ
Selecting this Menu Option will open the following menu:
o Who's Logged In?
o Specialist Setup
o Follow Up
o Configure Site
o Automatic Call Escalation
o Import Data
o Archive Data Files
o Reindex Tables
ΓòÉΓòÉΓòÉ 5.3.1. Lock Database... ΓòÉΓòÉΓòÉ
Selecting this Menu Item will open the Who's Logged In? window allowing you to
view who is currently logged in to the HelpNet! system.
ΓòÉΓòÉΓòÉ 5.3.2. Specialist Setup ΓòÉΓòÉΓòÉ
Selecting this Menu Item will open the Specialist Setup window allowing you to
Add, update and view Specialists in the database.
ΓòÉΓòÉΓòÉ 5.3.3. Follow Up ΓòÉΓòÉΓòÉ
Selecting this Menu Item will open the Follow Up window allowing you to view
any follow ups defined for the selected specialist.
ΓòÉΓòÉΓòÉ 5.3.4. Configure Site ΓòÉΓòÉΓòÉ
Selecting this Menu Item will open the Configure Site window allowing you to
configure the way in which HelpNet! Operates at this particular Site.
ΓòÉΓòÉΓòÉ 5.3.5. View Escalation Log... ΓòÉΓòÉΓòÉ
Selecting this Menu Item will open the Automatic Call Escalation window
allowing you to run the automated call escaltion routine which will search the
OPEN tickets that have been viewed and if neccessary, escalate them to the next
highest Priority.
ΓòÉΓòÉΓòÉ 5.3.6. Import Data ΓòÉΓòÉΓòÉ
Selecting this Menu Item will open the Import window allowing you to import
data from a comma delimmeted ASCII file.
ΓòÉΓòÉΓòÉ 5.3.7. Archive Data Files ΓòÉΓòÉΓòÉ
Selecting this Menu Item will open the Archive Data Files window allowing you
to move data from the ACTIVE Call Ticket data file to the Purged Call Ticket
Data File.
ΓòÉΓòÉΓòÉ 5.3.8. Reindex Tables ΓòÉΓòÉΓòÉ
Selecting this Menu Item will open the Reindex Tables window allowing you to do
maintenance on the main Indexed tables in the database.
ΓòÉΓòÉΓòÉ 5.4. Main Menu - Support Tables ΓòÉΓòÉΓòÉ
Selecting this Menu option will open the following Menu:
o Priority
o Severity
o Problem Categories
o State
o Department
o Specialist Groups
o Server Types
o Servers
o CPUs
o Monitors
o Operating Systems
o Printers
o Applications
o Peripherals
o Adapters
ΓòÉΓòÉΓòÉ 5.4.1. Priority ΓòÉΓòÉΓòÉ
Selecting this Menu Item will open the Priority Support Table window allowing
you to enter update and delete Priorities in the Database.
ΓòÉΓòÉΓòÉ 5.4.2. Severity ΓòÉΓòÉΓòÉ
Selecting this Menu Item will open the Severity Support Table window allowing
you to enter update and delete Severities in the Database.
ΓòÉΓòÉΓòÉ 5.4.3. Problem Categories ΓòÉΓòÉΓòÉ
Selecting this Menu Item will open the Problem Category Support Table window
allowing you to enter update and delete Problem Categories in the Database.
ΓòÉΓòÉΓòÉ 5.4.4. State ΓòÉΓòÉΓòÉ
Selecting this Menu Item will open the State Support Table window allowing you
to enter update and delete States in the Database.
ΓòÉΓòÉΓòÉ 5.4.5. Department ΓòÉΓòÉΓòÉ
Selecting this Menu Item will open the Department Support Table window allowing
you to enter update and delete Departments in the Database.
ΓòÉΓòÉΓòÉ 5.4.6. Specialist Groups ΓòÉΓòÉΓòÉ
Selecting this Menu Item will open the Specialist Groups Support Table window
allowing you to enter update and delete Specialist Groups in the Database.
ΓòÉΓòÉΓòÉ 5.4.7. Server Types ΓòÉΓòÉΓòÉ
Selecting this Menu Item will open the Server Types Support Table window
allowing you to enter update and delete Server Types in the Database.
A Server Type is actually the Operating System that is Running the Server. I.E.
UNIX, LAN SERVER, NOVELL...
ΓòÉΓòÉΓòÉ 5.4.8. Servers ΓòÉΓòÉΓòÉ
Selecting this Menu Item will open the Server Support Table window allowing you
to enter update and delete Servers in the Database.
ΓòÉΓòÉΓòÉ 5.4.9. CPUs ΓòÉΓòÉΓòÉ
Selecting this Menu Item will open the CPU Support Table window allowing you to
enter update and delete CPUs in the Database.
ΓòÉΓòÉΓòÉ 5.4.10. Monitors ΓòÉΓòÉΓòÉ
Selecting this Menu Item will open the Montiors Support Table window allowing
you to enter update and delete Monitors in the Database.
ΓòÉΓòÉΓòÉ 5.4.11. Operating Systems ΓòÉΓòÉΓòÉ
Selecting this Menu Item will open the Operating Systems Support Table window
allowing you to enter update and delete Operating Systems in the Database.
ΓòÉΓòÉΓòÉ 5.4.12. Printers ΓòÉΓòÉΓòÉ
Selecting this Menu Item will open the Printers Support Table window allowing
you to enter update and delete Printers in the Database.
ΓòÉΓòÉΓòÉ 5.4.13. Applications ΓòÉΓòÉΓòÉ
Selecting this Menu Item will open the Application Support Table window
allowing you to enter update and delete Applications in the Database.
ΓòÉΓòÉΓòÉ 5.4.14. Peripherals ΓòÉΓòÉΓòÉ
Selecting this Menu Item will open the Peripheral Support Table window allowing
you to enter update and delete Peripherals in the Database.
ΓòÉΓòÉΓòÉ 5.4.15. Adapters ΓòÉΓòÉΓòÉ
Selecting this Menu Item will open the Adapter Support Table window allowing
you to enter update and delete Adapters in the Database.
ΓòÉΓòÉΓòÉ 5.5. Main Menu - Menu ΓòÉΓòÉΓòÉ
Selecting this Menu Option will open the following Menu:
o View Title Bar
o Minimal
o Exit
ΓòÉΓòÉΓòÉ 5.5.1. View Title Bar ΓòÉΓòÉΓòÉ
When this menu option is selected, the Title Bar of the HelpNet! application is
switched between being removed and only the Menu appears across the Top of the
Screen to viewing all of the Title Bar.
ΓòÉΓòÉΓòÉ 5.5.2. Minimal ΓòÉΓòÉΓòÉ
Selecting this Menu Item will minimze the Title Bar of the Main Menu so that
only the Icon Bar is visible. To return to the Maximized Menu, press the
pushbutton on the Title Bar.
ΓòÉΓòÉΓòÉ 5.5.3. Exit ΓòÉΓòÉΓòÉ
Selecting this Menu Item will exit the HelpNet! Application. This has the same
effect as the Push button on the Title Bar.
ΓòÉΓòÉΓòÉ 5.6. Main Menu - Help ΓòÉΓòÉΓòÉ
Selecting this Menu Option will open the following Menu:
o Help Index
o General Help
o Using Help
o Keys Help
o Product Information
ΓòÉΓòÉΓòÉ 5.6.1. Help Index ΓòÉΓòÉΓòÉ
Menu - Exit
ΓòÉΓòÉΓòÉ 5.6.2. General Help ΓòÉΓòÉΓòÉ
General Help
ΓòÉΓòÉΓòÉ 5.6.3. Using Help ΓòÉΓòÉΓòÉ
General Help
ΓòÉΓòÉΓòÉ 5.6.4. Keys Help ΓòÉΓòÉΓòÉ
General Help
ΓòÉΓòÉΓòÉ 5.6.5. Product Information ΓòÉΓòÉΓòÉ
General Help
ΓòÉΓòÉΓòÉ 6. Call Ticket Screen ΓòÉΓòÉΓòÉ
From this screen you are able to Add, Update, View and Delete Call Tickets.
ΓòÉΓòÉΓòÉ 7. Search for Call Tickets Window ΓòÉΓòÉΓòÉ
This window when opened will allow you to select search criteria for Call
Ticket Lookups.
ΓòÉΓòÉΓòÉ 8. Specialist Availability ΓòÉΓòÉΓòÉ
This window when opened will list ALL of the Specialists currently defined
within the HelpNet! application. The list viewed consists of the Specialists
Name, Extension and whether or not they are currently available.
ΓòÉΓòÉΓòÉ 9. Resolution - View ΓòÉΓòÉΓòÉ
This window when opened will populate the screen with the Description and
Resolution of the selected Ticket. From this screen you may print out the
resolution for on-site reference.
ΓòÉΓòÉΓòÉ 10. Reindex ΓòÉΓòÉΓòÉ
This window when opened will allow you to do maintenance on all of the Indexed
tables in the database.
The following Tables can be Re-indexed:
o Call Tickets
o User Information
o Phone Book
o Problem Categories
ΓòÉΓòÉΓòÉ 11. Configure - HelpNet! Window ΓòÉΓòÉΓòÉ
The Configuration of your copy of HelpNet! can be acomplished by selecting
Configure HelpNet! under the Helpdesk item of the Main Menu. The window that
appears allows you to configure how HelpNet! operates on your PC.
You may configure the following:
o The default login name that will appear when loggin in to the HelpNet!
system.
o The directory of the database you will be using.
Warning: This field, if changed to a directory that does not contain a
valid database, can disable HelpNet! entirely. Please use caution when
changing.
o VGA or SVGA resolution. This will change the font size for easier
readability under higher resolutions.
o Time on Title Bar. You can choose wether you wish the Time to appear on
the HelpNet! Main Menu title bar.
o Container Colors. This option will allow you to turn the colors that
appear for Severity and Priority colors in container records.
Note: Under OS/2 2.11, Container colors do NOT function properly. You
must turn OFF container colors in order to see the records that are
displayed.
o Modem Settings. For use with Paging capabilities, you can select which COM
port your modem is connected to as well as a Dialing Prefix needed for an
outside Extension.
o You may select wether the Main Menu appears in Minimal mode or Maximized
mode upon login.
o You may select wether to search for Followup items upon logging in to the
HelpNet! system.
o You may select different colors for your screens and text.
ΓòÉΓòÉΓòÉ 12. Knowledge Base Window ΓòÉΓòÉΓòÉ
This window allows the user to search for problem Resolutions using criteria
defined for Problem Categories and key words.
ΓòÉΓòÉΓòÉ 13. Specialist Unavailable Window ΓòÉΓòÉΓòÉ
This window is displayed if the Specialist the current Call Ticket is assigned
to is marked as being OUT when the Ticket is saved. You can check for the
availibility of specialist using the Specialist Availibitity Window.
ΓòÉΓòÉΓòÉ 14. TroubleShooting HelpNet! ΓòÉΓòÉΓòÉ
Having problems with HelpNet!? Check this list of common erros and failures
for recommendations and fixes:
o Installation Fails:
- Be sure to fill in ALL data as required.
- The Installation uses the UNPACK utility supplied with OS/2. Make sure
it is installed and in your PATH Statement in yur Config.sys file.
- HelpNet! will NOT function on a system running LAN Requester 2.0 with
OS/2 2.1 or 2.11. The application appears to work fine, but nothing is
written to the Database, and the Database tables Cannot be created.
o HelpNet! won't Start!:
- Have you rebooted your system since the installation? The Install
utility creates an ENVIRONMENT variable called HELPNET. HelpNet!
requires this variable to be loaded in memory in order to read your
configuration files. Be sure The variable is in your path by type SET
at an OS/2 command prompt. If it is not, then check your Config.sys
file to be sure it was added. The Line should read something in the
order of:
o SET HELPNET=C:\DATA\HELPNET
- HelpNet! stays away from editing your config.sys as we understand the
limitaions your system has, therefore, in order for HelpNet! to run
properly, your LIBPATH Statement MUST include a .; somehwere. This
tells your system to search for DLLs in the CURRENT directory. If you
wish you may add the EXACT directory into which the HelpNet!
application resides to your LIBPATH and you won't have to worry about
where you run HelpNet! from.
- As stated above, your system MUST be able to search for DLLs in the
current directory. When Creating an ICON, you must then also make sure
that the WORKING DIRECTORY is set the directory in which HelpNet! is
installed.
o Lists Cannot Be Read:
- If you are running OS/2 2.11 (You may check this by typing VER at the
OS/2 command prompt), then Container Colors need to be turned off using
the HelpNet! configuration option under the HelpDesk menu Item on the
Main Menu. This is a Bug that has been reported to IBM and they will
be working on fixing it.
o HelpNet! Doesn't Save ANYTHING to the Database:
- HelpNet! will not function properly if you are running LAN Requester
2.0 on top of OS/2 2.1 or 2.11. The fix for this is to upgrade LAN
Requester to a Newer Version.
ΓòÉΓòÉΓòÉ 15. Database Access Error Listing ΓòÉΓòÉΓòÉ
Here is a list of ERROR CODES and what they mean:
GENERAL DISK ERRORS
o -10 Closing File
- An error occurred while attempting to close a file
o -20 Creating File
- This error could be caused by specifying an illegal file name,
attempting to create a file which is open, having a full directory, or
by having a disk problem
o -30 Determining File Length
- An error occured while attempting to determine the length of a file.
o -40 Setting File Length
- An error occurred while setting the length of a file.
o -50 Locking File
- An error occurred while trying to lock a file.
o -60 Opening File
- This problem is usually caused by specifying a file which does not
exist. Another possible cause is an attemp to open more files than the
operating system can handle.
o -70 Reading File
- An error occurred while reading a file. This could be caused by trying
to locate a non-existent record in the Database. Run the Re-index or
PACKDB utility on the suspect datafile.
o -80 Removing File
- An error occurred while attempting to remove a file.
o -90 Renaming File
- An error occured while attempting to rename a file.
o -100 Seeking to File Position
- - An error occured while attempting to position to a spot in a file.
o -110 Unlocking File
- An error occurred while unlocking part of a file.
o -120 Writing to File
- This error occurs when the dis is full.
DATA FILE SPECIFIC ERRORS
o -200 File is not a Data File
- This error occurs when attempting to open a file as a .DBF file, if the
file is not actually a true data file. If the file is a data file, its
header and possible its data is corrupted.
o -210 Unrecognized Field Name
- A Field does not exist in the Data File, you may have an out-of-date
Database.
o -220 Unrecognized Filed Type
- Same as -210
o -230 Record Length too Large
- The total record length is too large. Tha maximum is 65535.
INDEX FILE SPECIFIC ERRORS
o -310 Not a Correct Index File
- This error indicates that a file specified as an index file is not a true
index file. Some internal index file inconsistency was detected.
(Re-index the database)
EXPRESSION EVALUATION ERRORS
o -400 Comma or Bracket Expected
o -410 Expression not Complete
o -420 Data File Name not Located
ANY OTHER FAILURES SHOULD BE REPORTED IMMEDIATELY TO ENLIGHTEN DEVELOPMENT FOR
FURTHER INSPECTION.