PC Direct 1995 May/PC Direct CD-ROM (May 1995).ISO/ipe/lsc301e/disk1/lsc1.txt

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LAN Support Center

The Easy-to-Use Problem Management System for Organizing Your Help Desk

By McAfee, Inc.

Windows Version
Document Release 1.0

For additional product or pricing information, please call or write:
McAfee Associates, Inc.
766 Shrewsbury Avenue
Jerral Center West
Tinton Falls, NJ  07724  USA
800-552-9876
FAX: [phone]

Outside the United States please call: 908-530-0440

For Technical Support please call: 908-530-9650
Between 9 am - 7 pm Eastern Time  Monday - Friday
FAX: [phone]
Compuserve: Go BRIGHT, Mailbox: 75300,1415
Internet: [e-mail]

Trademarks:
LAN Support Center (LSC) is a trademark of McAfee Associates, Inc.
Windows is a trademark of Microsoft
Crystal Reports is a trademark of Crystal Services
IBM is a trademark of International Business Machines Corporation
Btrieve, ELS, NetWare 386 and NetWare are trademarks of Novell, Inc.
All other trademarks apply.

Copyright 1994, McAfee, Inc.  All rights reserved.

The material in this book may not be reproduced, in whole or in part,
without prior consent from McAfee Associates, Inc.




=================
Table of Contents
=================

1.0  Introduction to LAN Support Center
1.1 About LAN Support Center
1.2 Help Desks
    1.2.1 The Problem
    1.2.2 The McAfee Solution
    1.2.3 The Cost
    1.2.4 Time Cost Savings
    1.2.5 Hidden Cost Savings
1.3 LAN Support Center's Features
1.4 LSC's Major Components
    1.4.1 LSC Console
    1.4.2 LSC Database Lists
    1.4.3 Reporting Module
    1.4.4 Import/Export Utility
1.5 License Explained
1.6 Environment
1.7 Technical Support
1.8 How This Manual is Organized
2.0  Installation and Configuration
2.1 Introduction
2.2 Before Installation
    2.2.1 LSC and NetWare
    2.2.2 Determining Version Numbers
2.3 LSC Installation Instructions
2.4 Basic Install Procedure
2.5 Custom Install Procedure
2.6 Upgrade Procedure
2.7 Conversion Procedure
    2.7.1 Upgrade Conversion Charts
2.8 Uninstalling LSC
2.9 Installation Troubleshooting
2.10 Btrieve Configuration Options
    2.10.1 LSC and Btrieve
3.0  Getting Started
3.1 Introduction
3.2 Planning Your LSC Database
3.3 The LSC Application Window
    3.3.1 Windows Terms
    3.3.2 Launching LSC
    3.3.3 Exiting LSC
    3.3.4 LSC Menu Bar
    3.3.5 LSC Tool Bar
    3.3.6 Using the Keyboard
    3.3.7 Help Facility
    3.3.8 LSC.INI File
3.4 Tutorial
    3.4.1 Customizing the Database
    3.4.2 Setting Up Accounts
    3.4.3 Defining Qualification List Entries
    3.4.4 Creating Tickets
    3.4.5 Viewing the Ticket Database
    3.4.6 Generating Reports
4.0  Ticket Data Display
4.1 Introduction
    4.1.1 What's in this Chapter
4.2 The View Tickets Window
    4.2.1 View Tickets Window Layout
    4.2.2 Scrolling Within the View Tickets Window
4.3 The Ticket Window
    4.3.1 The Ticket Numbering Scheme
    4.3.2 Assigning Account IDs
    4.3.3 Modifying the Ticket Window Labels
    4.3.4 Viewing Multiple Ticket Windows
    4.3.5 Associated Ticket Information
5.0  Setup and Administration
5.1 Introduction
    5.1.1 What's in this Chapter
5.2 Database Labeling
    5.2.1 Customizing Database Labels
5.3 Staff Membership and Security
    5.3.1 Adding Support Staff
    5.3.2 Maintaining Support Staff
5.4 Accounts IDs
    5.4.1 Adding Accounts
    5.4.2 Maintaining Accounts
5.5  Company IDs
    5.5.1 Adding Company IDs
    5.5.2 Maintaining Company IDs
5.6 Qualification Lists
    5.6.1 Modifying Qualification Items
    5.6.2 Managing Problem Type Sub-categories
5.7 Archiving and Restoring Tickets
    5.7.1 Archiving Tickets
    5.7.2 Restoring Tickets
5.8 Printer Setup and Administration
    5.8.1 Changing Print Settings
6.0  Work Tickets
6.1 Introduction
    6.1.1 What's in this Chapter
6.2  Creating Tickets
    6.2.1  Ticket Window Fields
    6.2.2  Creating New Tickets
    6.2.3  Cross-Referencing Tickets
    6.2.4 Deleting Tickets
    6.2.5  Printing Tickets
6.3  Maintaining Ticket Information
    6.3.1  Adding Ticket Action
    6.3.2  Editing Ticket Action
    6.3.3  Deleting Ticket Action
    6.3.4  Maintaining Contact Details
    6.3.5  Editing Dates
    6.3.6 Scrolling to a New Date or Time
    6.3.7  Moving to a New Date
6.4  Investigating
    6.4.1  Smart-Launching
7.0  Viewing Ticket Data
7.1  Introduction
    7.1.1  What's in this Chapter
7.2  Filtering the View Tickets Window Display
    7.2.1  Filtering the Ticket List
7.3  Sorting the View Tickets Window Display
    7.3.1  Sorting the Ticket List
7.4  Custom Ticket Views
    7.4.1  Creating Custom Ticket Views
    7.4.2  Maintaining Custom Ticket Views
7.5 Ticket Databases
    7.5.1  Viewing Historical Tickets
    7.5.2  Viewing Current Tickets
8.0   LSC Reports
8.1  Introduction
8.2  Using Pre-defined Report Style Sheets
    8.2.1  Printing Reports
8.3  Using Queries to Customize Reports
    8.3.1  Applying a Query to a Report
    8.3.2  Customizing Report Style Sheets
    8.3.3  Removing a Query from a Report
    8.3.4  Creating a New Query
    8.3.5  Editing a Query
    8.3.6  Deleting a Query
8.4  Adding New Reports
    8.4.1  Adding Reports
    8.4.2  Renaming Added Reports
    8.4.3  Deleting Reports
8.5  Sample Reports
    8.5.1  All Ticket Listings
    8.5.2  Averaging Reports
    8.5.3  Client Listings
    8.5.4  Closed Ticket Listings
    8.5.5  Open Ticket Listings
    8.5.6 Miscellaneous Reports
9.0 Introduction to Crystal Reports
9.1 About This Part of the Manual
    9.1.1 Special Notations Used in this Part
9.2 Starting Crystal Reports
    9.2.1 From DOS
    9.2.2 From Windows
    9.2.3 The Crystal Reports Registration Dialog Box
    9.2.4 How to Register Your Copy of Crystal Reports
9.3 Quick Start
9.4 About Crystal Reports
    9.4.1 How Crystal Reports Prepares Reports
    9.4.2 Databases that Work with Crystal Reports
9.5 The Crystal Reports Window
    9.5.1 Title Bar
    9.5.2 The Menu Bar
    9.5.3 The Button Bar
    9.5.4 The Status Bar
9.6 Right Mouse-Button Capabilities
9.7 Crystal Reports Report Windows
9.8 Getting Help with Crystal Reports
    9.8.1 Context Sensitive Help
    9.8.2 Indexed Help
10.0 Using Crystal Reports
10.1 Using Crystal Reports
10.2 Deciding on the Content of Your Report
    10.2.1 Purpose
    10.2.2 Readers
    10.2.3 Title
    10.2.4 Other Header Information
    10.2.5 Header Information Sources
    10.2.6 Data Types in the Header
    10.2.7 Footer Information
    10.2.8 Footer Data Sources
    10.2.9 Data Types in the Footer
    10.2.10 Report Body Data
    10.2.11 Body Data Sources
    10.2.12 Existing or Calculated?
    10.2.13 Data Types in the Body
    10.2.14 Groups
    10.2.15 Group Values
    10.2.16 Group Value Positions
    10.2.17 Grand Totals, Grand Total Averages, etc.
    10.2.18 Flags
    10.2.19 Flag Options
    10.2.20 Highlights
    10.2.21 Record or Group Selection
    10.2.22 Sorting
10.3 Developing a Prototype on Paper
10.4  Setting Up the Prototype Using Crystal Reports
10.5  The Report Editor
    10.5.1 Auto-Scrolling Capabilities
    10.5.2 Resizing Sections
    10.5.3  A Word about Databases, Records and Fields
    10.5.4 Records and Fields in Row/Column Reports
    10.5.5  Records and Fields in Data Block Reports
    10.5.6  Data Types
    10.5.7  Formatting, and Record and Group Selection
10.6  Building Your Prototype
    10.6.1 Selecting the Database(s)
    10.6.2 Entering and Positioning Data Fields
    10.6.3  Adding Text
    10.6.4  Entering Field Titles
    10.6.5  Printing and Reviewing
    10.6.6  Making Changes
    10.6.7  Placing Totals, Subtotals, and Other Group Values
    10.6.8  Moving Group Values
    10.6.9  Entering Formulas
    10.6.10  Formatting
10.7  Manipulating the Data with Formulas and Functions
    10.7.1  Formulas
    10.7.2  Functions
    10.7.3  How Functions are Used
    10.7.4  Function Syntax
    10.7.5  Entering Formulas and Functions
    10.7.6  The Fields Box
    10.7.7  Operators and Functions Boxes
    10.7.8  Order of Precedence
    10.7.9  Using Dates in Formulas
    10.7.10  The Formula Checker
    10.7.11  Developing Complex Calculations with Formulas
10.8  Grouping, Summarizing, and Sorting Your Data
    10.8.1  Grouping the Data
    10.8.2  Group Values
    10.8.3 Grouping Data with Crystal Reports
10.9  Summarizing the Data
    10.9.1  The Summarizing Process
    10.9.2  Selecting a Field to Total
    10.9.3  Selecting a Total Type
    10.9.4  Selecting a Field to Trigger a New Subtotal
10.10  Sorting
    10.10.1  Sorting by Record
    10.10.2  Sort Field
    10.10.3  Sort Direction
    10.10.4  Single Field Sorts
    10.10.5  Multiple Field Sorts
    10.10.6  Sorting Groups
10.11  Editing and Formatting the Data
    10.11.1  Selecting the Data
    10.11.2  Selecting the Action
    10.11.3  Entering the Specifics
10.12  Specifying Records/Groups to be Included
    10.12.1  Select Records
    10.12.2  Edit Record Selection Formula
    10.12.3  Select Groups
    10.12.4  Edit Group Selection Formula
10.13  Printing the Finished Report
11.0  Practical Crystal Reports
11.1  Practical Crystal Reports
11.2  Creating a Report
    11.2.1  Selecting a Database
    11.2.2  Selecting Additional Databases
    11.2.3  Linking the Databases
    11.2.4  Understanding the Invisible Grid
    11.2.5  Creating Margins
    11.2.6  Inserting Fields
    11.2.7  Selecting Fields to Move, Format, etc.
    11.2.8  Selecting Multiple Fields at One Time
    11.2.9  Spacing Fields
    11.2.10  Spacing Considerations
    11.2.11  Inserting Text (Titles, Labels, etc.)
    11.2.12  Selecting Text (To Delete, Change the Font, etc.)
    11.2.13  Aligning Text with Fields
    11.2.14  Inserting Blank Lines
    11.2.15  Deleting Blank Lines
    11.2.16  Changing Field and Text Fonts
    11.2.17  Highlighting Fields with Borders and Drop Shadows
    11.2.18  Centering Text, Field Values
    11.2.19  Inserting Page Headers and Footers
    11.2.20  To Insert Page Headers and Footers
    11.2.21 To Format Page Headers and Footers
    11.2.22  Inserting Page Numbers and Other Special Fields
    11.2.23  Grouping Data
    11.2.24  Simple Grouping
    11.2.25  Nesting Groups
    11.2.26  Summarizing Grouped Data
    11.2.27  Grouping and Summarizing Grouped Data
    11.2.29  Grouping and Summarizing Using Nesting Groups
    11.2.30  Creating Group Headers
    11.2.31  Multiple Groups for the Same Field
    11.2.32  Sorting Your Data
    11.2.33  Sorting by Record
    11.2.34  Sorting Groups
    11.2.35  Hiding Parts of the Report when Printing
    11.2.36  Selecting Records and Groups to Include on Your Report
    11.2.37 Generating a Selection Formula Automatically
    11.2.38  Creating a Selection Formula Manually
    11.2.39  Selecting Date Ranges
    11.2.40  Generating Your Own Selection Formula
    11.2.41  Selecting Page Orientation and Paper Size
11.3 Manipulating Text and Data
    11.3.1 Adding Text
    11.3.2 Copying Text
    11.3.3 Deleting Text
    11.3.4 Editing Text
    11.3.5 Moving Text
    11.3.6 Using the Tab Key
    11.3.7 Using Cut and Paste
    11.3.8  Moving Fields
    11.3.9  Moving Fields with a Mouse
    11.3.10  Moving Fields with the Arrow keys
    11.3.11  Deleting Fields
11.4  Working with Graphics and Graphic Enhancements
    11.4.1  Bit-mapped Graphics Concepts
    11.4.2  Inserting, Moving, and Deleting Graphics
    11.4.3  Sizing and Scaling Graphics
    11.4.4 Cropping Graphics
    11.4.5 Creating, Moving, and Formatting Lines
    11.4.6  Moving a Line
    11.4.7 Formatting a Line
    11.4.8  Resizing a Line
    11.4.9  Creating, Moving, and Formatting Boxes
    11.4.10 Moving a Box
    11.4.11  Formatting a Box
    11.4.12  Resizing a Box
12.0  Error Messages
12.1  LSC Error Messages
13.0  Btrieve Status Codes
13.1 Btrieve Status Codes
13.2 Client-Based Btrieve for OS/2 and Windows Status Codes
13.3 Btrieve Requester Status Codes
14.0  LSC File List
14.1  LSC Main File List
14.2  LSC Ticket Records Databases
14.3  LSC Administrative Databases
14.4 Pre-defined LSC Reports
14.5  LSC Dynamic Link Libraries
14.6  Crystal Reports v2.0 Files
15.0  Using BREQUEST
15.1 Using the Btrieve NLM
    15.1.1 Using the NLM with LSC
15.2 Using Brequest in a Login Script
15.3 Using the Btrieve VAP
16.0  LSC Import/Export Utility
16.1  Using the Import/Export Utility
    16.1.1 Importing Data into LSC
    16.1.2 Exporting LSC Ticket Data

==================================
Part One: Using LAN Support Center
==================================

1.0  Introduction to LAN Support Center

Welcome to LAN Support Center, McAfee's Windows-based problem
management system.

LSC is a member of McAfee's family of network administration and management
tools, a group of network applications that help you manage your LAN more
effectively.

1.1 About LAN Support Center

LAN Support Center (LSC) tracks support activities by allowing you to create,
maintain and retrieve tickets electronically.  Easily accessible windows
display vital information regarding the caller's equipment, software and
call history.  To help solve problems rapidly and identify recurring problem
areas, the LSC database gives you instant access to information regarding
help desk activity.

LSC also provides management with automated tools to supervise support
operations more efficiently.  Call histories, support procedure documents and
scripts can all be accessed easily to help staff rapidly identify and
diagnose problems.  Data in every help desk session can be consolidated to
analyze staff performance and response times.  Help desk issues and their
solutions can also be analyzed to identify recurring problem areas which may
need configuration adjustments or user training programs.

LSC is a sophisticated yet easy-to-use ticketing system based on a powerful
database technology.  Each organization can customize the LSC database field
labels, the ticket list information display and the information to be
included in reports.  This ability to customize LSC results in more
streamlined workflow.

LSC is a fully compatible Microsoft Windows 3.1 system.  Familiar Windows
techniques execute commands, scroll and select list information, and open,
close and move between multiple windows.  Entering, editing, cutting and
pasting functions are also consistent with Windows, minimizing required
training time.

The reports included with LSC provide management with valuable information
regarding staff response time, frequency of problem occurrence, and customer
support requests.  These reports can be customized to satisfy the
requirements of each organization.  LSC also includes Crystal Reports, a
powerful and easy-to-use custom report writer.


1.2 Help Desks

1.2.1 The Problem

The help desk is emerging as a central, corporate organization designed to
solve end-user computer hardware and software problems quickly.  With the
increasing reliance on computers in today's workplace, the effectiveness of
the help desk staff has direct impact on workstation user productivity and
organization profitability.  Automated problem management systems, such as
McAfee's LAN Support Center, can have a dramatic impact on how rapidly user
problems are resolved and can help managers record and understand data on
how the help desk is functioning.

Today's help desk organization faces numerous challenges.  As incoming call
volumes increase, the time required to log problems manually (i.e., write
down messages, problem descriptions and user configurations) negatively
effects productivity.  It is critical that calls are neither lost nor
follow-up activities misplaced and forgotten.  Thus arises the need to
analyze help desk operations in order to develop programs which minimize
user downtime.

Like all other corporate organizations, help desks are asked to do more with
less staff.  Valuable senior technical staff must be utilized wisely, and
junior staff must develop their support skills independently.  Within the
growing computer user population, perhaps the most critical demand of help
desks is to resolve problems faster than ever before.

1.2.2 The McAfee Solution

LAN Support Center is a powerful problem management system that tracks
support activities by creating a ticket for every support call.  LSC lets
you record all necessary details in easy-to-use screens that are fully
customized to your organization and individual support staff preferences.
By replacing manual procedures with sophisticated information management
functions that track a ticket until it is resolved, LSC dramatically improves
help desk operations.  Support staff spend less time with paperwork and more
time on actually solving problems.

1.2.3 The Cost

The justification for automating help desk operations consists of two
important elements.  First is the direct time saved by the help desk staff
in the performance of daily activities.  Second are the intangible costs to
corporate users and help desk departments that are incurred when users cannot
be supported as rapidly as possible.  Both cost saving elements are discussed
below.

1.2.4 Time Cost Savings

Help Desk Practices, a survey published by the Help Desk Institute about its
membership (Help Desk Institute, Help Desk Practices, A Survey of Help Desk
Insitute members (Colorado Springs, CO: Help Desk Institute, 1993)), confirms
the broad range of sizes of help desk organizations and user communities.  A
profile of a five person help desk organization is as follows:

Number of Employees:  5
Average annual salary and benefits (all help desk departmental
employees):  $35,000
Average hourly wage:  $17.00
Average number of users supported:  2,500
Average number of calls/month:  2,000
Cost/month (assuming 5 days/week of operation):
$35,000/12 x 5 employees:  $14,583/month
Average percentage calls resolved by the help desk:  71%
Average number of calls resolved by the help desk:  1,420
Cost/call/month:  $14,583/1,420 calls:  $10.20/call

LSC can increase the productivity of existing staff by over 20% in comparison
with manual systems.  These productivity increases are the direct result of
eliminating many of the labor-intensive activities connected with receiving
and following through on a support problem.  LSC eliminates the time required
to manually record details about the caller and the problem.  LSC
electronically displays configuration and call history information and can
help staff members retrieve existing solutions.  By capturing help desk
information electronically, problem data can be analyzed to identify
potential networking improvements that could eliminate future help desk calls.

The model below characterizes the hard cost savings that exist for automated
help desks with a 20% productivity increase at current calling rates.  At
20%, the cost per call savings can justify an additional employee.  More
importantly, productivity time savings can be the vital resource for those
help desks grappling with increasing demands to support new technologies and
manage changes to existing hardware and software installations.

        Help Desks with No Automation   Expected Savings with LSC
                        (20% savings)

# of Calls      1,420                           1,420
Calls/year:     17,040                          17,040
Cost/call:      $10.20                          $8.16
Costs/year:     $173,808                        $139,046
Savings/year:                                   $34,762

1.2.5 Hidden Cost Savings

LSC's most important benefit is its ability to free up staff time.  This
increases the number of end users served and makes time available to gain
expertise in emerging technologies.  According to the Help Desk Institute,
its members reported that the issues impacting help desk operations include
calls related to new technology support, new customers and changes and
upgrades to existing systems.  LSC gives your staff the time it needs to keep
apace with your growing user community and to stay on top of rapid
technological change.

By making your staff more effective, LSC reduces one of your corporation's
most critical hidden costs--lost worker productivity.  LSC provides support
staff with the tools to resolve calls rapidly and share information to
maximize technical expertise.  This "found time" can be used for any number
of activities, including the following:

o  application training to reduce the need for support calls
o  cross training to expand your users' knowledge base
o  keeping up with industry technology changes
o  planning for network expansions


1.3 LAN Support Center's Features

LSC automates ticket creation, problem management and the reporting
requirements of an active help desk.  LSC simplifies help desk operations by
eliminating the paperwork that slows down your response to support calls.
LSC's database maintains support information on-line and lets you quickly
view your caller's support history and search for similar problems, to
diagnose support problems rapidly.  To meet the individual needs of your
organization, you can customize many aspects of LSC: field labels, ticket
listings and the type of information stored and included on reports.

With McAfee's LAN Support Center, you can perform the following functions:

o  Track support activities by creating a ticket for every support call,
stored in a powerful ticket database.
o  Build, edit, display and select from lists of customized information
needed to create or manage a ticket.
o  Give staff and managers a snapshot of current support activities, all
active tickets and the status of any support problems.
o  Maintain user and equipment profiles on-line to rapidly display a
caller's configuration.
o  Assign up to four priority levels so urgent problems get quicker
attention and resolution.
o  Route calls to other or more qualified support technicians to get the
most productivity out of junior, senior and specialized technicians.
o  Automate record-keeping and reporting by electronically capturing the
entire history of the help desk session--including all ticket information,
actions taken and follow-up activities.
o  Sort, display and save any user-defined, cross section "view" of the
ticket database, to facilitate a particular job function.
o  Filter sections of the ticket database for display or reporting,
eliminating extraneous information.
o  Display multiple windows of ticketing or departmental information
simultaneously, and let users rapidly move between windows to create and
process a ticket quickly and accurately.
o  Display solutions to recurring or past problems to quickly resolve similar
situations.
o  Provide powerful query, sorting and reporting features to generate daily
and periodic performance reports.
o  Produce a variety of standard reports detailing support productivity and
help desk operations.
o  Utilize Crystal Reports, a powerful, flexible and easy-to-use report
generator to produce LSC information in an unlimited number of formats.
o  Store custom report formats for future use.
o  Archive and restore inactive tickets whenever necessary to utilize disk
space efficiently.
o  Support file importing and exporting to share data between LSC and other
applications.
o  Display on-line help information.
o  Protect against unauthorized access through log-in password security.

LAN Support Center integrates with the following applications:

o  Novell Btrieve Record Manager - LSC uses the fast and highly sophisticated
database system for database management.
o  Microsoft Windows 3.1 - LSC supports the familiar user interface to
minimize training time and maximize ease of use.
o  Other McAfee network management applications as follows:
    - LSC links to LAN Automatic Inventory for a comprehensive and
    accurate description of a user's hardware configuration.
    - LSC connects to SiteMeter to identify user software version and
    revision levels.  Support staff can also determine whether a user
    is "locked out" of a metered application due to licensing limits.
    - LSC accesses NETremote+ to run the user's workstation remotely,
    without leaving the help desk.


1.4 LSC's Major Components

The LAN Support Center software consists of one executable file and several
supporting components.  As an introduction to the entire product, this
section briefly describes each LSC component.  A complete list of LSC files
is provided in Chapter 14.

The LSC components are:
o  LAN Support Center Console (LSC.EXE)
o  LAN Support Center Database Lists
o  Reporting Module
o  Import/Export Utility

1.4.1 LSC Console

LSC.EXE is the LSC console and administrative program which provides access
to most LSC functions.  This main module is a Windows-based program and is
intended to be used by the support administrator and the support staff
members.

The administrative functions available from the LSC console include:
o  Setting up staff members and defining access rights
o  Customizing the LSC database labels
o  Maintaining the database lists
o  Archiving and restoring tickets

The support staff functions available from the LSC console include:
o  Generating tickets to track events
o  Maintaining ticket information and related activities
o  Modifying ticket views to speed support response time
o  Customizing and generating reports

1.4.2 LSC Database Lists

LSC is an integrated database system which tracks and manages all information
regarding ticket data.  Novell's Btrieve is used as the database record
manager.  LSC's major databases are:

o  Current Ticket Database - the group of tickets to which new tickets are
added.  There is only one current database at any time.

o  Historical Ticket Database(s) - a group of tickets that have been removed
from the current database.  These archived tickets can be loaded into LSC for
reference purposes; however, changes to the historical database tickets
should not be made.  There can be any number of historical databases.

o  Qualification Lists - the categorized lists of information entered into
LSC which act as reference aids to facilitate data entry and maintain the
integrity of the data files.

Chapter 14 provides a complete list of the LSC data and executable files.

1.4.3 Reporting Module

LSC is shipped with several pre-defined reports that represent reports often
requested by support desk management.  These reports provide valuable
information regarding ticket activity, staff response time, problem types,
and much more.

LSC's pre-defined reports can be customized to reflect individual reporting
requirements.  By applying filtering criteria (i.e., a "query") to a
pre-defined report, the report will only include the data in the LSC database that matches the
query constraints.  These customized reports can be saved for future use.

LSC also includes the Crystal Reports software, a powerful and easy-to-use
report generator.  With Crystal Reports, you can create and customize your
own reports using data from the LSC database.  Powerful calculation and
formatting features will help you generate more meaningful performance
monitoring and analytical reports.

NOTE: The Crystal Reports software is installed using the LSC install utility.
A Crystal Reports program icon is added to the MCAFEE Program Manager group.
Procedures for using Crystal Reports are presented in Part Two of this manual.

1.4.4 Import/Export Utility

The LSC import/export utility is a DOS application which enables the transfer of
ticket data into and out of LAN Support Center.  Upon installation, the
utility (LSCIMEX.EXE) is copied into the LSC program directory.

LAN Support Center ticket and action information can be exported into an ASCII
text file for use in another database application.  Similarly, data from
comma delimited ASCII files can be imported into LSC.

Because LSC 3.0 has a customizable interface, most data fields are not
restricted to a particular format.  The import/export utility will match the
field names in LSC even if they have been changed by the administrator.
The only fields that have a specified format are date and time fields.
All other fields may be of any type or format.

Procedures for using the import/export utility are discussed in Chapter 16.


1.5 License Explained

LAN Support Center (LSC) is licensed per user in accordance with the license
agreement included with this package.  An individual copy of LSC is required
for each person simultaneously using the product.  All database operations
are fully multi-user, and support staff members can share common data files.


1.6 Environment

The following minimum criteria must be met in order to run LAN Support Center:

o  386SX CPU
o  4 MB of RAM
o  Novell Btrieve Record Manager
o  Windows 3.1 in Enhanced Mode

NOTES:  a -  LSC can operate on Novell NetWare via IPX/SPX and is compatible
with NetWare 4.0 and NMS.
    b -  LSC will work with Client Based and Server Based Btrieve.
Server Based Btrieve (BREQUEST version 6.10) is recommended for increased
performance.  Refer to Appendix D for more information on using BREQUEST.


1.7 Technical Support

Please take this opportunity to mail in your Product Registration Card.
Mailing in your card enables us to notify you about upgrades, fixes,
enhancements and new products.

If you have a problem with LSC, call the McAfee Technical Support number
found in the front of this manual.

Before requesting support, please thoroughly consult this manual, the READ.ME
file, and any product update information included in your LSC package.

When requesting support be prepared with:

o  The version and serial number of your LSC product from the distribution
diskette label
o  The type of network hardware and operating system software you are using
o  The version of DOS you are using
o  Any TSRs loaded, including network drivers and memory managers, on your
workstation
o  A clear and concise statement of your problem

If you have not mailed in your Product Registration Card you will be required to
answer some questions over the telephone so our Technical Support Staff can
register your product.

NOTE: Support cannot be provided for problems related to the installation or
operation of your network.


1.8 How This Manual is Organized

This manual is organized in three parts:

o  Part One: Using LAN Support Center
o  Part Two: Using Crystal Reports
o  Part Three: Reference Guide

The individual chapters in each part of the manual are listed in the tables
below.

Part One: Using LAN Support Center

CHAPTER                                 DESCRIPTION
1.0 Introduction to LAN Support Center  Provides introductory information
                    about LSC, its requirements and how
                    to receive technical support.

2.0 Installation & Configuration        Provides complete installation
                    instructions and troubleshooting
                    information.  It also discusses the
                    configuration of Novell's Btrieve
                    record manager.

3.0 Getting Started                     Discusses the LSC interface and
                    provides a tutorial for the first
                    time LSC user.

4.0 Ticket Data Display                 Presents an overview of the various
                    windows that display the ticket data
                    maintained by LSC.

5.0 Setup and Administration            Describes the procedures for defining
                    the LSC database labels, assigning
                    staff membership and security,
                    managing the qualification lists,
                    archiving/restoring tickets and
                    configuring print parameters.

6.0 Work Tickets                        Describes the procedures for creating
                    and maintaining work tickets.

7.0 Viewing Ticket Data                 Discusses the various methods
                    available for viewing ticket
                    information.

8.0 LSC Reports                         Discusses procedures for generating
                    both pre-defined and custom reports.
                    Illustrates and discusses each report
                    type.


Part Two: Using Crystal Reports

CHAPTER                                 DESCRIPTION
9.0 Introduction to Crystal Reports     Provides a brief overview of Crystal
                    Reports to familiarize you with the
                    Crystal Reports screens, using the
                    mouse, error messages, and the help
                    facility.

10.0 Using Crystal Reports              Conceptually leads you through the
                    process of creating a report with
                    Crystal Reports. It suggests a
                    methodology for creating reports
                    starting with nothing more than a
                    one sentence statement of purpose for
                    the report.

11.0 Practical Crystal Reports          Contains a variety of report creation
                    topics and additional information on
                    the practical aspects of using Crystal
                    Reports to solve typical reporting
                    problems.

Part Three: Reference Guide

CHAPTER                                 DESCRIPTION
12.0 LSC Error Messages                 Lists the error messages associated
                    with LSC and provides explanations
                    for each.

13.0 Btrieve Status Codes               Lists the error messages associated
                    with Novell's Btrieve and provides
                    explanations for each.

14.0 LSC File List                      Lists and defines the files included
                    with LSC.

15.0 Using BREQUEST                     Provides recommendations on how to
                    setup and use BREQUEST.

16.0 LSC's Import/Export Utility        Provides instructions on using the
                    import/export utility.

This ends the introduction to LAN Support Center.  Refer to the next chapter
for installation and configuration instructions



2.0  Installation and Configuration

The previous chapter introduced LAN Support Center.  This chapter describes
the installation procedures for LAN Support Center and provides an
installation troubleshooting section.  It also discusses the configuration
of Novell's Btrieve record manager.

NOTE: Before continuing, use the DOS DISKCOPY command to make a
working copy of the LSC distribution diskettes.


2.1 Introduction

The following chart describes the sections in this chapter:

SECTION                         DESCRIPTION
Before Installation             Lists several requirements that must be met
                before installing the LSC software.

LSC Installation Instructions   Provides instructions on installing LSC.
                The options are: Basic Install, Custom
                Install, Upgrade and Conversion.  The
                procedures for each option are discussed in
                their separate sections in this chapter.

Uninstalling LSC                Provides procedures for removing the LSC
                software.

Installation Troubleshooting    Lists the messages that might display during
                the installation procedure.

Btrieve Configuration Options   Presents the alternatives for configuring
                the Btrieve Record Manager.


2.2 Before Installation

LAN Support Center can be used in either a stand-alone or a networked
environment.  In both cases, you must run Windows 3.1 in enhanced mode.

2.2.1 LSC and NetWare

For LSC installation and use on a Novell NetWare network, the following file
versions are recommended:

o  IPX version 3.10
o  NETX version 3.26 or greater
o  VIPX version 1.13
o  NETWARE.DRV version 2.02
o  VNETWARE.386 version 1.06
o  Windows version 3.1 (enhanced mode)

NOTE: If you are using ODI drivers instead of IPX, you must have the
following:
    - LSL version 1.2 or 2.01
    - IPXODI.COM version 1.2 or 2.1

The latest versions of these files can be found on Compuserve in Library 5 of
the Novell Libraries (GO NOVLIB; Lib 5). As of this writing, the current IPX,
NETX, and IPXODI are contained within the self-extracting file DOSUP9.EXE.

The current versions of the Novell support drivers for Windows (VIPX.386,
VNETWARE.386, NETWARE.DRV, etc.) can be found in the self-extracting file
WINUP9.EXE.

NOTE: As these drivers are updated and added to the Compuserve file, the
number within the Compuserve filename will increment.  For example, if
Novell were to release a newer IPX and add it to DOSUP9.EXE, the name would
change to DOSUP10.EXE.

2.2.2 Determining Version Numbers

You can determine the versions of the above software by using the following
methods:

o  To determine the installed version of IPX and the NET shell, use the
Novell NVER command.

o  To determine the version and mode of Windows, run Windows and choose the
About Program Manager command from the Program Manager Help menu.

o  To determine the version of your Novell Windows support drivers, use the
Novell VERSION command. For example, type:

    VERSION VNETWARE.386 <ENTER>

o  To determine the version of your IPXODI.COM file, use the Novell
VERSION command.  For example, type:

    VERSION IPXODI.COM <ENTER>


2.3 LSC Installation Instructions

This section provides the step-by-step instructions necessary to install LAN
Support Center.

Follow the steps below to install LSC.  You can exit the installation at any
time by choosing the Exit button in the lower right corner of the
installation screen.

1.  Run Windows 3.1 in enhanced mode.

2.  Place distribution diskette #1 in your floppy drive.

3.  Choose the Run command from the Program Manager File menu.

    The Run dialog box displays.

4.  In the Command Line field, enter the drive letter of the floppy drive
    where you inserted the distribution diskette.  Enter the SETUP command,
    and then choose the OK button.

    Upon choosing the OK button, a Log File named LSC300.LOG is created and
    placed in your local WINDOWS directory.  The Log File is an ASCII file
    listing the date, time and location of the LSC installation.

    The Log File also lists any errors that occurred during installation.
    If an error that prevents completion of the installation process occurs,
    the Log File automatically displays.



5.  If LSC finds an existing Log File, you are asked if you want to overwrite
    the old file.

    If you answer Yes to this prompt, the existing file is overwritten and
    the install program continues.  If you answer No, you are prompted to
    enter a new Log File name for this LSC installation.

    After responding to this message, the Install Options dialog box displays.

6.  Select one of the following install options, and then choose the OK
    button.

    o  Basic Install - runs the install process with minimal user input;
    automatically creates the Program Manager group MCAFEE (if not found)
    containing the LSC program icon, LSC README file icon and Crystal
    Reports icon.  Refer to section 2.4.

    o  Custom Install - allows you to choose specific install actions:
    install LSC program files on the file server, serialize product
    executables, create the MCAFEE Program Manager group and the program
    icons, and install the Crystal Reports software.  Refer to section
    2.5.

    o  Upgrade - allows you to upgrade your existing LSC 2.02 software
    and database files with minimal user input.  Refer to section 2.6.

    o  Conversion - allows you to convert additional LSC 2.02 database
    files.  Refer to section 2.7.

    NOTE: The Conversion option allows you to convert multiple LSC 2.02
    database files.  Before choosing the Conversion option, the LSC 3.0
    software must already have been installed using the Basic, Custom or
    Upgrade install options.

    Refer to the appropriate section in this chapter for procedures regarding
    the selected option.


2.4 Basic Install Procedure

The Basic Install process automatically performs the following operations:

o  Installs the LSC software
o  Installs the LSC license
o  Installs the Crystal Reports software into the LSC program directory
o  Creates a Program Manager group MCAFEE containing the following
program icons: LSC 3.00, LSC README, Crystal Reports

Continue with the following steps to complete the Basic Install procedure:

7.  In the Enter Pathname dialog box, enter the full pathname to where the
    LSC files should be copied and choose the OK button.

    LSC will create the directory if it does not exist.  (LSC will only
    create one subdirectory level.)

    If LSC already exists in the specified directory, a prompt displays
    asking whether or not you wish to replace the existing copy of LSC.
    Choose the Yes button to overwrite the existing files, or choose the No
    button to abort the installation.

8.  The install program prompts you for each LSC program diskette.  Place
    the requested diskette in the floppy drive, and choose the OK button to
    continue.

9.  In the Enter Serial Number dialog box, enter the serial number of your
    LSC software and choose the OK button.

    The serial number is the last 7 digits located on the label of your
    distribution diskettes.

10. In the Enter Company Name dialog box, enter your Company Name and
    choose the OK button.

    The length of the Company Name must be between 1 and 20 characters.

11. In the Modification of WIN.INI dialog box, choose either the Yes or No
    button to continue.

    o  Choosing the Yes button - By choosing this button, your existing
    local WIN.INI file is backed up as WIN.BDI.  In the [Extensions]
    section of the new WIN.INI file, the following line is added:
        rpt=CRW.exe ^.rpt

    o  Choosing the No button - By choosing this button, your existing
    WIN.INI file is not modified.  The changes that need to be made to
    the WIN.INI file (listed above) are saved in the file named WIN.BDI.

12. Several messages display recommending that you modify your WIN.INI
    file (as in step #11 above), check the LSC log file, and review the LSC
    README file.  Choose the OK button after reading each message.

    To view the LSC log file, use any text-based program (e.g., Notepad).
    To open the README file, double click on the icon in the MCAFEE Program
    Manager group.


2.5 Custom Install Procedure

The Custom Install process gives you the option to perform any of the
following operations:

o  Install the LSC software
o  Serialize the LSC product executables
o  Install the Crystal Reports software
o  Create a Program Manager group MCAFEE containing the following
program icons: LSC 3.00, LSC README, and Crystal Reports (if installed)

Continue with the following steps to complete the Custom Install procedure:

7.  In the Custom Install Options dialog box, select the desired install
    option(s), and choose the OK button.

    Place a checkmark next to the install options you want to perform.

    The prompts which subsequently display depend on the install option(s)
    you select here.

8.  In the Enter Pathname dialog box, enter the full pathname to the LSC
    program directory and choose the OK button.

    If you are installing the software for the first time, then specify the
    full pathname to the directory in which the files should be copied.

    If you have already installed the software and you are installing the
    license or creating the Program Manager group at this time, then specify
    the full  pathname to the directory in which the LSC files already exist.

    LSC will create the directory if it does not exist.  (LSC will only
    create one subdirectory level.)

    If you have selected the "Install files to your desired drive" option and
    the LSC files already exist in the specified directory, a prompt displays
    asking whether or not you wish to replace the existing copy of LSC.
    Choose the Yes button to overwrite the existing files, or choose the No
    button to keep the existing files.

9.  The install program prompts you for the LSC program diskettes.  Place
    the requested diskette in the floppy drive, and choose the OK button to
    continue.

    The disks you are prompted for depend on the install options you selected
    in step #7 above.

10. In the Enter Serial Number dialog box, enter the serial number of your
    LSC software and choose the OK button.

    This prompt displays if you are installing the LSC software or the LSC
    license.

    The serial number is the last 7 digits located on the label of your
    distribution diskettes.

11. In the Enter Company Name dialog box, enter your Company Name and
    choose the OK button.

    This prompt displays if you are installing the LSC software or the LSC
    license.

    The length of the Company Name must be between 1 and 20 characters.

12. In the Modification of WIN.INI dialog box, choose either the Yes or No
    button to continue.

    This prompt displays if you are installing the Crystal Reports software.

    o  Choosing the Yes button - By choosing this button, your existing
    local WIN.INI file is backed up as WIN.BDI.  In the [Extensions]
    section of the new WIN.INI file, the following line is added:
        rpt=CRW.exe ^.rpt

    o  Choosing the No button - By choosing this button, your existing
    WIN.INI file is not modified.  The changes that need to be made to
    the WIN.INI file (listed above) are saved in the file named WIN.BDI.

13. Several messages display recommending that you modify your WIN.INI file
    (as in step #12 above), check the LSC log file, and review the LSC README
    file.  Choose the OK button after reading each message.

    To view the LSC log file, use any text-based program (e.g., Notepad).
    To open the README file, double click on the icon in the MCAFEE Program
    Manager group.


2.6 Upgrade Procedure

The Upgrade option installs the new LSC software and converts the existing
2.02 data files into the new format.

NOTE: Backup all existing LSC files before upgrading the LSC software.

The Upgrade from 2.02 install option automatically performs the following
actions:

o  Installs the LSC 3.0 software
o  Converts the LSC 2.02 data files to the 3.0 format
o  Installs the LSC license
o  Creates a Program Manager group MCAFEE which contains the following
program icons: LSC 3.00, LSC README, Crystal Reports (if installed)

You are also given the option to install the Crystal Reports software into
the LSC program directory and to convert additional LSC 2.02 databases to
the 3.0 format.

Continue with the following steps to complete the Upgrade procedure:

7.  In the Upgrade Install Options dialog box, indicate whether you want to
    install the Crystal Reports software.  Then choose the OK button.

    Note that the Crystal Reports software can be installed at a later time
    using the LSC Custom Install procedure.

8.  In the Enter Pathname dialog box, enter the LSC 2.02 source directory and
    choose the OK button.

    The source directory is the directory in which the existing LSC version
    2.02 files exist.  Specify the full pathname.

9.  In the subsequent Enter Pathname dialog box which displays, enter the
    destination directory and choose the OK button.

    The destination directory is the directory in which you want the new LSC
    3.0 files to be copied.  Specify the full pathname.

    If you entered your existing LSC 2.02 directory as the destination
    directory, then a message displays informing you that the LSC 2.02 files
    will be overwritten.  Choose the OK button to proceed with the upgrade,
    or choose the Cancel button to specify another destination directory.

10. The install program prompts you for the LSC program diskettes.  Place
    the requested diskette in the floppy drive, and choose the OK button to
    continue.

11. In the Enter Serial Number dialog box, enter the serial number of your
    LSC 3.0 software and choose the OK button.

    The serial number is the last 7 digits located on the label of your
    distribution diskettes.

12. In the Enter Company Name dialog box, enter your Company Name and
    choose the OK button.

    The length of the Company Name must be between 1 and 20 characters.

13. A message displays prompting you to convert the existing LSC 2.02 data
    files into the LSC 3.0 format.  Choose the Convert button to convert the
    LSC 2.02 data files.

    If you do not want to convert the data files at this time, choose the No
    button.  (You can later use the LSC Conversion option to convert the
    data files.)

    Upon choosing the OK button, the conversion routine begins.

14. After the database files are successfully converted, a prompt displays
    asking if you want to convert a subsequent 2.02 database.

    To convert another database, choose the Yes button.
    To exit the upgrade procedure, choose the No button.

15. If you answered Yes to the above prompt and wish to convert another
    database, you are prompted to enter the source directory.

    As in step #8 above, enter the full pathname to the directory in which
    the additional LSC version 2.02 database files exist.

    You can continue to execute steps #14 and 15 for each LSC 2.02 database
    you need to convert.

16. In the Modification of WIN.INI dialog box, choose either the Yes or No
    button to continue.

    This prompt displays if you are installing the Crystal Reports software.

    o  Choosing the Yes button - By choosing this button, your existing
    local WIN.INI file is backed up as WIN.BDI.  In the [Extensions]
    section of the new WIN.INI file, the following line is added:
        rpt=CRW.exe ^.rpt

    o  Choosing the No button - By choosing this button, your existing
    WIN.INI file is not modified.  The changes that need to be made to
    the WIN.INI file (listed above) are saved in the file named WIN.BDI.

17. Several messages display recommending that you modify your WIN.INI file
    (as in step #15 above), check the LSC log file, and review the LSC README
    file.  Choose the OK button after reading each message.

    To view the LSC log file, use any text-based program (e.g., Notepad).  To
    open the README file, double click on the icon in the MCAFEE Program
    Manager group.


2.7 Conversion Procedure

The Conversion option gives you the opportunity to convert any additional LSC
2.02 data files into the new 3.0 format.  These converted database files are
appended to the data files in your LSC 3.0 program directory.

NOTE: The LSC 3.0 software must be installed before choosing the Conversion
option.  Use the Basic, Custom or Upgrade install option to first install the
3.0 software.

Continue with the following steps to complete the Conversion procedure:

7.  In the Enter Pathname dialog box, enter the LSC 2.02 source directory
    and choose the OK button.

    The source directory is the directory in which the existing LSC version
    2.02 database files exist.  Specify the full pathname.

8.  In the subsequent Enter Pathname dialog box which displays, enter the
    destination directory and choose the OK button.

    The destination directory is your LSC 3.0 program directory.  Specify the
    full pathname. Upon choosing the OK button, the conversion routine begins.

9.  After the database files are successfully converted, a prompt displays
    asking if you want to convert a subsequent 2.02 database.

    To convert another database, choose the Yes button.
    To exit the conversion routine, choose the No button.

10. If you answered Yes to the above prompt and wish to convert another
    database, you are prompted to enter the source directory.

    As in step #7 above, enter the full pathname to the directory in which
    the additonal LSC version 2.02 database files exist.

    You can continue to execute steps #7 through 10 for each LSC 2.02
    database you need to convert.

2.7.1 Upgrade Conversion Charts

The following charts list the database fields that are converted when
upgrading from LSC 2.x to LSC 3.0.  The windows or dialog boxes on which the
LSC 3.0 fields appear are listed in parenthesis beneath the LSC 3.0 file name.

LSC 2.x File: ACCOUNT.DAT       LSC 3.0 File: HLPDSK1C.DAT
                (Ticket window, Setup Account dialog box)
Account                         Account
First Name                      First Name
Last Name                       Last Name
Voice Phone                     Phone
Department                      Department
NetNumber + NodeAddress         Network Address

                LSC 3.0 File: HLPDSK1Z.DAT
                (Contact Details and Setup Company dialog
                boxes)
Account ID                      Company ID
Address 1                       Address 1
Address 2                       Address 2
City                            City
State                           State
Zip                             Zip
Fax Phone                       Fax #
Data Phone                      Email

LSC 2.x File: CAT.DAT           LSC 3.0 File: HLPDSK1G.DAT
                (Ticket window, Qualification Lists dialog
                box)
Category ID                     Problem Type
Full Name                       Product Category

LSC 2.x File: DEPT.DAT          LSC 3.0 File: HLPDSK1D.DAT
                (Ticket window, Qualification Lists
                dialog box)
Department                      Department


LSC 2.x File: PROBTYPE.DAT      LSC 3.0 File: HLPDSK1G.DAT
                (Ticket window, Qualification Lists
                dialog box)
"LSC 2.x"                       Problem Type
Problem Type                    Product Category

NOTE: Since the Problem Type in LSC 2.x allows 30 characters, it will be
converted to Product Category in LSC 3.0.  These product category
items will be the related items for the problem type entry of "LSC 2.x."

LSC 2.x File: CLASS.DAT         LSC 3.0 File: HLPDSK1G.DAT
                (Ticket window, Qualification Lists
                dialog box)
Class ID                        Problem Type
Full Name                       Product Category


LSC 2.x File: SUPPORT.DAT       LSC 3.0 File: HLPDSK1S.DAT
                (Setup Staff dialog box)
Support Person (initialized)    Staff Initials
Support Person                  Full Name
Password                        Password

LSC 2.x File: EXPERT.DAT
Trouble                         New Ticket & Edit Ticket
Reports                         Reports
Administration                  Setup Staff & Label Options &
                Qualification List

NOTE: The password in LSC 2.x will be truncated to the new length of 8
characters.  The conversion will determine staff initials for the Support
Person.  The corresponding rights for each support person will be
retrieved from EXPERT.DAT.

LSC 2.x File: TICKET.DAT        LSC 3.0 File: HLPDSK1H.DAT
                (Ticket window)
Account                         Account
First Name                      First Name
Last Name                       Last Name
Phone                           Phone
Department                      Department
NetNumber + NodeAddress         Network Address
Problem Type                    Product Category
Status                          Opened or Closed
Opened by or Assigned To        Assigned To
Opened Date                     Opened Date
Opened Time                     Opened Time
Closed Date                     Closed Date
Closed Time                     Closed Time

NOTE: If the Assigned to field in LSC 2.x is blank, then the Opened by field
will be converted to the Assigned to field in LSC 3.0.  The corresponding
ticket number in LSC 3.0 is a combination of the Assigned to initials, the
Ticket Date, and the Opened Time.  If the status is OPEN or ASSI, the
status will be Opened in LSC 3.0.  If it is CLOS or INAC, the status will
be Closed in LSC 3.0.

LSC 2.x File: TNOTES.DAT        LSC 3.0 File: HLPDSK1P.DAT
                (Ticket window)
Notes                           Problem Description

NOTE: The Notes field on the ticket is converted to the problem description
in LSC 3.0.


2.8 Uninstalling LSC

Use the following procedure to remove the LAN Support Center program.

Delete the LSC program directory.

All LSC executable files and data files will be erased.

NOTE: To move LSC to another location (e.g., from one file server to
another), use the Windows File Manager utility to move the entire LSC
program directory.  It is highly recommended that you first backup the
existing LSC program directory before moving it to another location.


2.9 Installation Troubleshooting

If you receive any errors while installing or upgrading LSC, display the log
file to view the errors and possible solutions.  The errors are listed here
for your reference.

A log file with the name LOGFILE was found. Do you wish to overwrite this
file?
    A prior version of the log file has been detected in your Windows
    directory.  Choose the Yes button to overwrite the existing log file,
    or choose the No button to specify a new log file name.

Are you sure you want to CANCEL installation?
    This message displays if you have chosen to cancel the installation.
    You must verify the decision by choosing either the Yes or No button.

Converting  LSC 2.02  databases requires LSC 3.00 files.  Setup could not
find LSC 3.00 files in your specified directory.  Please choose other
upgrade option instead.
    You must already have installed the LSC 3.0 software in order to
    convert LSC 2.02 databases.  Choose the OK button in response to this
    message.  Either choose another option to install the software, or
    specify a valid source LSC 3.0 program directory.

DRIVELETTER is an invalid drive. Choose OK to choose another drive.
    You have entered an invalid disk designation.  Correct the entry to
    continue.

Error calling DLL function.  This indicates that install was unable to find
PROGLIB.DLL or NETWARE.DRV didn't load or wasn't configured in your
SYSTEM.INI file.
    The install was unable to find a file necessary to continue the
    installation. Please confirm that your Windows environment is
    configured to run with NetWare (NETx 3.22 or greater) and that your
    Windows directory is not MAP ROOTed.  Also verify the following:
        - The shells are loaded.
        - The following line is included in your SYSTEM.INI file in
        the [386Enh] section:
            network=--vnetbios, vnetware.386, vipx.386
        - You have Write and Modify rights to your Windows directory.

Install did not find a copy of LSC 2.02 in DESIGNATEDPATH.  Please choose
another path.
    You have chosen to upgrade a previous copy of LSC; however, no copy
    exists in the designated directory.  Choose the OK button in response
    to this message, and enter a valid LSC 3.0 pathname.

Install found another, possibly older, copy of LSC.  Would you want to
upgrade this copy?
    Install found an older copy of LSC.  Choose the Yes button to
    upgrade the existing LSC files.

Not enough space on DISK to install LSC.  Please choose OK to try another
target disk.
    There is not enough space on your target drive.  Either choose
    another drive or make room on the target disk.

Please enter a company name with a minimum of 1 character and a maximum of
20 characters.
    The length of the company name must be between 1 and 20 characters.

Serialization Error: Install encountered a fatal error attempting to
serialize LSC.EXE.  Please contact McAfee Technical Support at [phone].
    The install was unable to serialize the executable. LSC cannot be run
    unless the executable is serialized properly.

The serial number you have entered is not valid. Please enter the last 7
digits of the serial number and password as they appear on the original LSC
diskette.
    You have entered an invalid serial number.

The target location must be different than the source.  Please specify a
different location.
    When transferring files, the source and destination must be
    different.

There is not enough space on DISKDRIVE to perform a complete install of LAN
Support Center.  Choose Yes to continue installing LAN Support Center.
Choose No to cancel the installation.
    Install detected that there was not enough space on the designated
    disk drive to perform a complete install.  Choose Yes to continue
    the installation if you are not transferring files or are copying
    over existing files with the same name.

This installation FAILED/ABORTED.  Please run Install again to be sure that
LSC is installed correctly.  Choose OK to exit Install and view the install
log file.
    If you received a FATAL ERROR or chose to abort the installation,
    you will receive this error and then the log file will be displayed
    automatically.

Unable to copy or decompress file: FILENAME.  Make sure that you have
permission to write to the designated path and that you have included the
drive letter.
    The install program was unable to copy or decompress the designated
    file from the source diskette.  Verify your rights and try the
    installation again.

Unable to create specified path: PATH.  Please enter a correct path such as
SUBDIRECTORY.
    The target path cannot be created.  Install can only create one
    layer of subdirectories.

Unable to create specified path: PATHNAME.  Please enter a correct path such
as SUGGESTEDPATHNAME.
    The target path cannot be created. The install can only create one
    layer of subdirectories.

You have entered WRONGDISK. Install needs LAN Support Center Disk
#CORRECTDISKNUMBER.
    You have put the wrong disk into the floppy drive.

Your entry is not a valid 7 digit number. If the serial number printed on
your original disk is LSC-300-XXXXXXX, please enter XXXXXXX as the serial
number.
    The serial number has been entered incorrectly.


2.10 Btrieve Configuration Options

LAN Support Center uses the Novell Btrieve Record Manager as its record
manager.  Btrieve is integrated with NetWare and offers an extremely high
performance mechanism for storing information.  In addition, Btrieve is the
basis for Novell's Network Management System (NMS), which allows McAfee to
integrate with this important management platform more easily.

There are two methods of implementing Btrieve:

o  Server-based - All data processing is done at the file server by the
Brequestor (the Btrieve NLM or VAP).  Each workstation communicates with
the NLM or VAP by loading BREQUEST.EXE in the local PC's memory.

o  Brequest uses 31-45KB of RAM, depending on the options specified. (Version
6.10 or greater is required when using Brequest with LSC.)  It is much faster
than the local Btrieve; however, it requires that the NLM or VAP be loaded on
the file server.

o  Client-based - Workstations perform all data processing locally.  Client-
based Btrieve is initialized automatically through the client-based
WBTRCALL.DLL file.

LAN Support Center is fully compatible with both methods of access.  It is
highly recommended that you use the server-based method, as this will improve
the performance of LSC's database access by at least 50% and by as much as 500%.

NOTES:  a -  General instructions for configuring the Btrieve NLM are
provided in Chapter 15.  Refer to your Novell documentation for details on
configuring Btrieve.
    b -  When running the Brequestor, BSPXCOM must also be loaded.
Refer to your Novell documentation for details on loading this program.

2.10.1 LSC and Btrieve

LSC is fully compatible with both Btrieve methods discussed in the above
section.  LSC provides two batch files which configure the program to run
with either server-based or client-based Btrieve.  Upon installation, LSC is
automatically configured to run with server-based Btrieve (i.e., the Btrieve
NLM or VAP).

If you are using local Btrieve instead of Brequest, then you must run the
USEBTR.BAT batch file before launching LSC.  This batch file renames several
files which instruct LSC to look for local Btrieve.

The USEBRQ.BAT batch file provided with LSC renames several files which
instruct LSC to look for Brequest.  (As mentioned above, this is the default
configuration upon LSC installation.)

NOTE: If you are using local Btrieve, you must run the USEBTR.BAT
file before launching LSC.  If you use server-based Btrieve later, you
must then run the USEBRQ.BAT file before launching LSC.

Both batch files are copied into the LSC program directory upon installation.

o  USEBTR.BAT - The batch file which renames certain files and instructs LSC
to look for local Btrieve.
o  USEBRQ.BAT - The batch file which renames certain files and instructs LSC
to look for Brequest.

NOTE: The LSC batch files only need to be run when you have changed the
Btrieve method being used.  They do not need to be run each time you launch
LSC.

This ends the chapter on LAN Support Center installation and configuration.
Refer to the next chapter for instructions on getting started with LSC.



3.0  Getting Started

Chapter 2 provided you with LSC installation and upgrade instructions.  This
chapter introduces LAN Support Center and presents a tutorial for the
first-time LSC user.


3.1 Introduction

The following chart describes the sections in this chapter:

SECTION                         DESCRIPTION
Planning Your LSC Database      Discusses the importance of planning the
                labels in your LSC database before using the
                LSC program.

The LSC Application Window      Provides instructions on entering and exiting
                LSC, selecting commands from the menu bar,
                using the tool bar as an alternative to the
                menu bar, and using LSC's on-line help
                facility.

Tutorial                        Describes the tasks associated with LSC's
                main features: tailoring the database labels,
                defining the qualification lists, creating
                tickets, viewing the ticket database, and
                generating reports.


3.2 Planning Your LSC Database

LSC's flexibility allows you to tailor the database to completely satisfy
your requirements.  LSC can be used in either an enterprise environment or
internally within a company.  For example, an enterprise environment may have
clientele for which they need to track support requests.  Using LSC
internally may facilitate a company's management of any number of events:
scheduled installations and upgrades, problem reporting, and even employee
training classes.

The software is installed with a default database labeling scheme.  Before
you begin using LAN Support Center, you should take the time to review the
default labels and determine whether or not they apply to your environment.
The database label names should reflect the event(s) you intend to track.

The following examples illustrate how companies can tailor the LSC database
labels for their individual purposes:

o  An insurance company uses LSC to track insurance claims.  They have
changed the default 'Department' field label to 'Policy Number.'  The 'Issue
Type' field is used to reflect the type of insurance held by the insured.
The 'Problem Type' and 'Product Category' fields are used to track the types
of claims being made.  The 'Cross Reference' field is used to maintain the
insured's policy number for cross-referencing purposes.

o  A software development company uses LSC to track new features to be
incorporated into their product upgrades.  They have changed the default
'First Name' field label to 'Product Name,' and the 'Last Name' field label
to 'Version Number.'  The 'Problem Type' and 'Product Category' field labels
are changed to 'Feature' and 'Module' to track the new feature request and
the module which must be modified.  The 'Assigned to' field is used to
indicate the programmer responsible for the new feature.  The 'Priority'
field reflects the urgency of the new feature.

o  A manufacturing company uses LSC to track customer support calls.  The
'Account ID' field is used to track the companies from which calls are being
received.  The 'First Name,' 'Last Name' and 'Phone' fields are used to track
data regarding the contact person for the account.  The 'Priority' field is
used to reflect the urgency of the support call.  (The URGENT priority
displays in red in the View Tickets window so the staff determine quickly
which tickets must be handled first.)

Defining the labels in your LSC database is an easy task.  The entire
database labeling scheme is defined in one straight-forward and intuitive
dialog box.  The steps for defining the LSC database are discussed in detail
in section 5.2 "Database Labeling."


3.3 The LSC Application Window

This section will familiarize you with the LSC application window.  In
addition to providing instructions for launching and exiting LSC, it also
discusses the menu bar, tool bar, and help facility.

3.3.1 Windows Terms

LAN Support Center should be used with a mouse.  Several Windows terms
regarding the use of the mouse are briefly defined below:

TERM            DESCRIPTION
Cancel Button   Choosing the Cancel button exits the current dialog box
        without saving any changes you made in this dialog box or
        executing a command you selected in this dialog box.

Choose          Click the left mouse button on an item to initiate an action.
        The item can be a menu, a command or a button.
        For example, "Choose the Administration menu."

Click           Press the left mouse button once.

Double click    Press the left mouse button twice in quick succession.

Icon            A graphic representation of a Windows object.  The object
        can be a program or a minimized window.

Point           Position the mouse with the tip of the screen pointer
        resting on the desired item.

Scroll          Use the scroll bars and buttons to move through a list of
        items.

Select          Mark or highlight an item by either clicking on it with the
        mouse or using key combinations.  For example, "Select
        a ticket in the View Tickets window."


NOTE: The remainder of this manual assumes that you are familiar with Windows.
Refer to your Microsoft Windows manual for information on the fundamental
operating conventions of the Windows environment.

3.3.2 Launching LSC

After successfully installing LAN Support Center, a McAfee group and an LSC
program icon are created on your Windows desktop.

Use the following procedure to launch LSC.

1.  If you are using LSC on a network, load the Novell Btrieve record manager.

    Ignore this step if you are using LSC in a stand-alone environment.

    Either server-based or client-based Btrieve can be used with LSC.  Server-
    based Btrieve is strongly recommended due to its increased database access
    speed.  If you are running server-based Btrieve, proceed to the next step.

NOTE: Upon installation, LSC is configured to run with Brequest.  If you are
running client-based Btrieve, LSC will automatically load the local Btrieve
for you; however, you must configure the LSC files to run with local Btrieve.
To do this, you must run the USEBTR.BAT file in the LSC program directory
before launching LSC.  For example, from within the LSC program directory,
enter the following command: USEBTR.

    Refer to section 2.10.1 for details on the batch files provided with LSC.

2.  Run Windows, and double click on the LSC program icon.

    If you are using Novell's local Btrieve, a message displays recommending
    that you use Brequest for increased database access speed.  This message
    will display when LSC cannot detect Brequest.  It will also display when
    LSC is configured to run with client-based Btrieve (i.e., by running the
    USEBTR.BAT file). To disable the warning message under all circumstances,
    place a checkmark in the "Disable warning message when Brequest isn't
    running" field in the message window.  (To re-enable the warning message,
    the LSC.INI file must be edited.  Refer to section 3.3.8 for more
    information on the LSC.INI file parameters.)

    Choose the OK button to continue the LSC program launch.  The LSC Login
    dialog box displays.

3.  Enter your login initials and password, and choose the OK button.

    After entering your login initials, press the <TAB> key to move the
    cursor to the Password field.  Then enter your LSC password.

NOTE: The default LSC login initials and password are LSC and LSC.  Changing
the default password or changing the rights given to the default login is
highly recommended.  The procedures for defining Staff Membership and
Security begin in section 5.3.

    Upon choosing the OK button in the LSC Login dialog box, the LAN Support
    Center application window displays.

NOTE: If previously you have launched LSC and saved the monitor configuration
upon exiting, there may be open ticket windows in your LSC application
window.  Refer to the following section entitled "Exiting LSC."

    The application window consists of the following items which are
    discussed in this section:

    o  The LSC menu bar
    o  The LSC tool bar
    o  Access to the LSC on-line help facility

3.3.3 Exiting LSC

Use the following procedure to end an LSC session.

1.  Choose the Exit command from the File menu.

    A dialog box displays prompting you to confirm the exit action.

2.  To save your monitor configuration, check the 'Save monitor
    configuration' option.

    Checking this option will save the configuration of any windows that are
    currently open in your LSC application window.  All open windows will be
    automatically restored upon starting your next LSC session.  For example,
    if the View Tickets window and three additional Ticket windows are open
    when you exit LSC and enable this option, then all four windows will be
    opened the next time you launch LSC.

NOTE: The column widths in LSC's View Tickets window can be modified.  Any
modified column widths are saved upon exiting LSC regardless of your response
to this exit prompt.

3.  Choose the OK button to close the LSC application.

3.3.4 LSC Menu Bar

To choose a menu, point to the menu name and click the left mouse button.

The general purpose of each menu item is defined below:

o  File Menu - Lists commands for printing reports, configuring global print
settings and exiting LSC.
o  Edit Menu - Lists standard editing commands for use when creating and
editing tickets.
 o  Administration Menu - Lists commands for setting up and maintaining the
LSC environment.  This includes staff setup and security, account setup,
company setup, database labeling and administration, qualification list
administration, custom view definitions and archiving/restoring tickets.
o  View Menu - Lists commands for selecting and managing the ticket display
of the View Tickets window.
o  Ticket Menu - Lists commands for creating and managing tickets and their
supporting information, as well as provides access to other McAfee LAN
management products.
o  Reports Menu - Provides access to pre-defined and custom LSC reports.
o  Window - Lists commands for arranging the open windows in the LSC
application area.  (This menu only displays when there are open windows in
the LSC application area.)
o  Help Menu - Lists commands for accessing LSC's on-line Windows
hypertext help facility.


NOTE: Holding down the left mouse button over a menu command causes the
function of the command to display in the LSC title bar at the top of your
screen.

3.3.5 LSC Tool Bar

LSC's tool bar buttons provide an alternative for accessing the most
frequently used LSC functions.

Instead of choosing commands from the drop-down menus, you can choose the
tool bar buttons to perform the same tasks.  For example, to create a new
ticket, you can either choose the New Ticket command from the Ticket menu
or you can choose the New tool bar button.  Both actions display a new Ticket
window.

The function of each tool bar button is described below:

o  View - Displays the View Tickets window which allows you to view a list of
related tickets and their corresponding actions.
o  Filter -  Displays the Filter Ticket List dialog box which enables you to
specify criteria of the tickets to be listed in the View Tickets window.
o  Sort - Displays the Select Sort Criteria dialog box in which you can
define the sort order of the tickets listed in the View Tickets window.
o  Refresh - Updates the display in the View Tickets window.
o  New - Displays a new Ticket window in which ticket information is entered
and maintained.
o  Edit - Displays the Ticket window associated with the highlighted ticket
in the View Tickets window.
o  Delete - Deletes the ticket data associated with the active ticket or a
highlighted ticket in the View Tickets window.
o  Print - Prints the ticket data associated with the active ticket or a
highlighted ticket in the View Tickets window.
o  Contact - Displays the Contact Details dialog box associated with the
active ticket or a highlighted ticket in the View Tickets window.
o  Previous - Displays the Ticket window of the previous ticket listed in the
View Tickets window.
o  Next - Displays the Ticket window of the next ticket listed in the View
Tickets window.
o  Investigate - Displays the Smart-Launch McAfee Applications dialog box
which provides access to other McAfee network management tools.
o  Action - Displays the Add Action dialog box for entering an action entry
to be associated with the active ticket or a highlighted ticket in the View
Tickets window.
o  Edit - Displays the Edit Action dialog box associated with the highlighted
action entry in the View Tickets window.
o  Delete - Deletes the highlighted action entry in the View Tickets window.
o  Report - Provides access to the LSC reporting module.

3.3.6 Using the Keyboard

LSC can be used with or without a mouse pointing device.  To use LSC without
a mouse, perform the following standard Windows keyboard actions to navigate
throughout the program.

o  Each menu item on the LSC menu bar has a keyboard mnemonic.  To choose
a menu, press the <ALT> key in combination with the underlined letter key.
For example, press the <ALT><F> keys to choose the File menu and display
its commands.

o  Each command also has a keyboard mnemonic.  Once the menu is displayed
(i.e., "dropped down"), press the underlined letter of the command you want to
choose.  For example, from the File menu, press <R> to choose the Print
Setup command and display the Print Setup dialog box.  Once a menu is
displayed, you can also use the <up/down arrow> keys to move the highlight
to a desired command and then press <ENTER> to select the command.

All keyboard mnemonics for use with LSC are listed on the Quick Reference
Card included in your LSC product package.

3.3.7 Help Facility

LSC's Help facility provides on-line assistance for using the LSC software.
To get information quickly about an LSC feature or procedure, choose the
Index command from the Help menu.

Choosing the Index command displays an index list of topics.  Choose the
topic for which you require assistance.

LSC's Help window is written in a standard Windows hypertext format.  This
means that you can jump from one topic to another simply by choosing topic
names from a list.  Several buttons display across the top of the Help window,
which allow you to both search for topics and view a list of the topics you
have visited.

For detailed information on using a Windows Help facility, refer to your
Windows documentation.

3.3.8 LSC.INI File

When the LAN Support Center software is installed, the LSC.INI file is
created and placed in the Windows directory of the local workstation.
Each time the program is launched, the LSC.INI file is referenced for
initialization and status information.

The file can consist of the following sections:

o  [ShowBrequestWarning] - This section indicates the status of the Brequest
warning message which displays upon launching LSC when LSC does not
detect the presence of the Btrieve NLM or VAP.  This section contains an
'Init=' line which indicates whether or not the warning is disabled (i.e.,
'Init=No' when warning is disabled; 'Init=Yes' when warning is enabled).

o  The warning message can be disabled by checking the "Disable message when
Brequest isn't running" field in the message window which displays when
launching LSC.  The only way to re-enable the warning message after it has
been disabled is to edit the LSC.INI file and enter 'Init=Yes' in this
section.

o  [ColumnWidth] - This section lists the widths of all columns in the View
Tickets window.  Column numbers 1 to 11 represent the columns of the ticket
list area in the window.  Column numbers B1 to B6 represent the columns in
the action list area of the window.  Column widths can be changed either by
modifying these numbers manually in the INI file or by using the mouse to
drag the column separator line directly in the View Tickets window.  (A
column width of 0 indicates that the column is hidden.)

o  [ShowBanner] - This section can be added manually to the INI file in order
to disable the About LAN Support Center dialog box, which displays upon
launching LSC.  To disable the About dialog box at start-up time, enter the
following:

[ShowBanner]
Init=No

o  [TicketScr_#] - There can be any number of these sections which indicate
the parameters and status of any open LSC windows upon exiting the program.
Ticket window number, field contents and position are indicated.  (The
"Ticket Number = -1" entry indicates the parameters of the View Tickets
window.)

NOTE: To restore the default LSC.INI parameters, delete the LSC.INI file and
re-launch the program.  The LSC.INI file is re-created with its default
settings.


3.4 Tutorial

This tutorial provides a general overview on the use of LSC.  It assumes that
the Blue Ribbon company uses LSC to track and maintain incoming support calls
received from their customers.  Blue Ribbon is a supplier of computer
hardware.

The steps in this tutorial include the following:

1. Customizing the database labels to satisfy Blue Ribbon's help desk
requirements.
2. Setting up accounts.
3. Defining the qualification list entries to facilitate consistency in
the way the support staff enters ticket data.
4. Creating tickets to track incoming support calls.
5. Viewing the ticket database.
6. Generating reports which keep Blue Ribbon's management informed.

NOTES:  a -  LSC must be installed before beginning the tutorial.  If
you have not already done so, please refer to Chapter 2 for installation
instructions.
    b -  For instructions on launching LSC, please refer to section 3.3.2.
    c -  All LSC options and features mentioned in the tutorial are
discussed in detail in the subsequent chapters of this manual.

3.4.1 Customizing the Database

Blue Ribbon has thoroughly reviewed their support environment.  They have
determined that several default LSC database labels should be changed in
order to track required information and optimize the support provided to
their customers.

Use the following procedure to modify the default LSC database labeling
scheme.  (The procedure is discussed in detail in section 5.2.)

1.  Choose the Label Options command from the Administration menu.

    The Label Options dialog box displays.  This dialog box shows the current
    labels for each field in the LSC ticket database.

2.  Customize the labels.

    To change a label name, move the typing cursor into a field, delete the
    existing label and then type the new label name.

    Blue Ribbon wants the label changes that are listed in the table below.
    Replace the old labels with the desired new labels.

OLD LABEL       NEW LABEL
First Name      Acct #
Department      Company
Cross Reference PO Number

NOTE: Press the <TAB> key to move the cursor quickly from field to field in
the Label Options dialog box.

3.  Choose the OK button to save the label changes.

    The Label Options dialog box closes.  All Ticket windows will now
    reflect the new labels.

3.4.2 Setting Up Accounts

LSC accounts can be defined to identify companies, persons or events for
which tickets are created.  Each account is assigned an ID.  Account IDs
provide a means of categorizing tickets.  They also simplify data entry
because information related to an existing account ID you selected from the
drop-down list in the Ticket window is automatically entered.

The Blue Ribbon company wants to set up an LSC account for their customers
who require support.

Use the following procedure to add a new LSC account for Blue Ribbon.  (The
procedure is discussed in detail insection 5.4 entitled "Accounts IDs.")

1.  Choose the Setup Account command from the Administration menu.

    The Setup Account dialog box displays, listing all accounts.

2.  To add a new account, choose the Add button.

    The Add Account dialog box displays.

NOTE: The field names in this dialog box reflect the currently assigned
labels.  For example, the previous section of this tutorial listed steps
for modifying the default labels (e.g., "First Name" was changed to
"Acct #").

3.  Enter the account information for the Blue Ribbon customer named
    COMPUTERS, ETC in the appropriate fields.

    Enter the following information for the new LSC account:

FIELD           ENTRY           DESCRIPTION

Account ID      Computers, Etc. This is the unique code or name to identify
                the new account.  A maximum of 55 characters
                can be entered.  This is the only required
                field in the Add Account dialog box.

Acct #          0001            This is the account number for the customer.
                A maximum of 20 characters can be entered.
                (Note that this was the default First Name
                field.)

Last Name       Smith           This is the last name of the person assigned
                to the account.  A maximum of 20 characters
                can be entered.

Phone           [phone]    This is the phone number of the person
                assigned to the account.  A maximum of 27
                digits can be entered.

Company ID      COMP            This is the unique code or name which
                identifies the contact details to be attached
                to all tickets that are assigned the account
                ID. A maximum of 40 characters can be entered.


NOTES:  a -  Entering a Company ID in the Add Account dialog box links the
account data to the company data.  Each time the account ID is entered in a
Ticket window, all related company data is automatically entered in the
ticket's Contact Details dialog box. Refer to the procedures in section 5.5
for setting up Company IDs.
    b -  The Company and Network fields are left blank for the purposes
of this tutorial.

4.  Choose the Save button.

    The Add Account dialog box closes, and the "Computers, Etc." account ID
    is listed in the Setup Account dialog box.

5.  Repeat steps 2-4 to add another account for the Blue Ribbon company.

    Enter the following information for Blue Ribbon's "Paper Supply Company"
    account:

    FIELD           ENTRY
    Account ID      Paper Supply
    Acct #          0002
    Last Name       McGee
    Phone           [phone]
    Company ID      Paper Supply

3.4.3 Defining Qualification List Entries

LSC's "qualification lists" act as reference lists to make data entry easier
and also maintain consistency within the data files.  Selecting an item from
a drop-down list eliminates the time required to type the entry and ensures
that only the intended entries are included in the list.  The level of detail
entered in the LSC qualification lists affects how well you can monitor and
track your support efforts.

Blue Ribbon has decided that they want their support staff to select a
Problem Type from a pre-defined list instead of manually typing in a new
Problem Type for each new ticket.

NOTE: The procedure below provides instructions for defining entries in the
Problem Type qualification list.  To prohibit a user from adding entries to
a qualification list, define the appropriate security rights for the user.
Refer to section 5.3 for instructions on defining staff membership and
security.

Use the following procedure to define several entries for Blue Ribbon's
Problem Type qualification list.  (The procedure is discussed in detail
in section 5.6.2.)

1.  Choose the Qualification Lists command from the Administration menu.

    The Qualification Lists dialog box displays.

2.  Select the Problem Type database from the drop-down list associated with
    the Name of List field.

    Choose the down arrow button next to the Name of List field to view all
    qualification list names, and click on Problem Type.  When a qualification
    list is selected, all items defined for that list display in the List
    Items area.  (If you have not yet defined any Problem Type entries, then
    the List Items area will remain empty.)

3.  Define a Problem Type item by choosing the Add button to the right of the
    List Items area.

    The Add Item dialog box displays prompting you to specify the name of the
    new item.

4.  In the Add Item dialog box, type the new item name PRINTER and choose
    the OK button.

    The 'PRINTER' item is added to the List Items area and defined as a
    Problem Type.

5.  Define sub-categories for the PRINTER item by choosing the Add button to
    the right of the Related Product Category area.

    An Add Related Item dialog box displays prompting you to specify the name
    of the new sub-category.

6.  In the Add Related Item dialog box, type the new item name TONER and
    choose the OK button.

7.  Repeat steps 3-6 to add the following Problem Types and related
    sub-categories for the Blue Ribbon company.

    Before defining a sub-category, first highlight the item to which the
    sub-category should be related.  For example, highlight the MODEM item in
    the List Items area, and then add the related items 1200 BAUD, 9600 BAUD
    and INTERNAL.

    PROBLEM TYPES   RELATED CATEGORIES
    Drive           Floppy A
            Hard Drive
    Modem           1200 Baud
            9600 Baud
            Internal
    Printer         Cartridge
            Drum
            Toner

8.  Choose the Close button to close the Qualification Lists dialog box.

3.4.4 Creating Tickets

Information related to every support request that is received by Blue Ribbon
is entered as a "ticket."  Once created, a ticket is considered "opened" and
can be assigned to a specific support staff member who is responsible for
handling the ticket.  All follow-up activity performed regarding the ticket
is logged as ticket "action."  LSC's ticket tracking capabilities enable Blue
Ribbon to increase support response time, identify recurring support issues
and monitor all incoming requests for support.

Use the following procedure to create a new ticket and enter action details.
(The procedure is discussed in detail in section 6.2.2.)

1.  Choose the New Ticket command from the Ticket menu, or choose the
    New tool bar button.

    The Ticket window displays.  A ticket number is automatically assigned
    by LSC.  It is indicated in the title bar of the Ticket window and
    represents the LSC login user initials, year, month, day, hour, minute,
    and second of the ticket's creation.

    The ticket is automatically assigned to the staff member who logged in
    to LSC.  The ticket is automatically assigned an 'Urgent' priority and
    its status is 'Opened' on the current date and time (i.e., the current
    system date and time).

2.  From the Account ID field's drop-down list, choose PAPER SUPPLY.

    To display the drop-down list, click on the down arrow button associated
    with the Account ID field.

    Notice that when PAPER SUPPLY is selected, all related information
    previously entered for the Paper Supply account is automatically entered
    in the Ticket window fields.  For detailed information on the Ticket
    window fields, refer to the table in section 6.2.2.

3.  Specify additional information for this ticket.

    Enter the following information:

    FIELD                   ENTRY
    Priority                Desired
    Problem Type            Printer
    Product Category        Cartridge
    PO Number               123456
    Problem Description     Wrong model

4.  Choose the Add Action button in the Ticket window to enter activity
    performed for this ticket.

    The Add Action dialog box displays.

5.  Enter the action details.

    Each field in the Add Action dialog box is defined and discussed in
    detail in the table in section 6.3.1.  Enter the following information
    regarding the initial action performed for this ticket:

    FIELD           ENTRY
    Action Code     TO_DO
    Description     Send cartridge model #2400.
    Time Spent      00:10
    Initial Response        Yes

Note that the entry for the Action Code field can be selected from a
drop-down list.

6.  Choose the Save button in the Add Action dialog box to save the action
    information.

    The Add Action dialog box closes.

7.  Choose the Save button in the Ticket window to save the ticket.

    The Ticket window closes.

8.  For the purpose of the remaining tutorial steps, enter a second and
    third ticket having the following information:

Ticket #2:

    FIELD                   ENTRY
    Account ID              Paper Supply
    Account #               0002
    Last Name               McGee
    Phone                   333-555-5544
    Priority                Urgent
    Problem Type            Modem
    Product Category        1200 Baud
    PO Number               15647
    Problem Description     Modem not responding

Notice that LSC automatically completes many of the ticket fields based on
the selected Account ID.

Ticket #3:

    FIELD                   ENTRY
    Account ID              Computers, Etc.
    Account #               0001
    Last Name               Mitchell
    Phone                   516-999-3434
    Priority                Urgent
    Problem Type            Printer
    Product Category        Cartridge
    PO Number               98765
    Problem Description     Needs instructions on adding toner.

Notice that in ticket #3 the information for the Computers, Etc. account has
changed.  The Last Name entry changed from Smith to Mitchell, and the
account's Phone Number changed.  Because the account information was
modified, when you try to save the ticket, a message displays asking if you
want to update the account information.  Responding Yes to this message will
cause all future tickets to reflect the new information.  Responding No to
this message will save the modified data with this ticket only and not affect
any other tickets assigned to the account.  For the purpose of this tutorial,
choose the No button.

3.4.5 Viewing the Ticket Database

LSC's View Tickets window lets the Blue Ribbon staff members view detailed
ticket data at a glance.  As discussed in detail in section 4.2, the
information that displays in the View Tickets window can be customized.
Blue Ribbon is interested in viewing only those tickets that are assigned
an 'Urgent' priority.

Use the following procedure to display the View Tickets window and define
filter criteria.

1.  Choose the View tool bar button to display the View Tickets window.

    The View Tickets window displays, listing all tickets in your current
    ticket database.  Note that, by default, the tickets are listed in
    ascending ticket number order. Also, the URGENT ticket priorities and
    the TO_DO actions display in red for easy identification.

2.  To filter the tickets that display in the View Tickets window, choose
    the Filter tool bar button.

    You can also choose the Filter command from the View menu.  The Filter
    Ticket List dialog box displays.

3.  Define the filter criteria so that only the 'Urgent' priority tickets
    will display in the View Tickets window.

    Many of the fields in the Filter Ticket List dialog box are identical to
    the fields in the Ticket window.

    Blue Ribbon is interested in viewing only those tickets that are assigned
    an 'Urgent' priority.  Therefore, check only the URGENT Priority option.
    (The Priority check boxes toggle when selected.  If an item has an 'x' in
    its check box, then select the item again to remove the 'x' and de-select
    the item.)

4.  Choose the OK button.

    The ticket information is filtered, and only those tickets that match the
    defined criteria will display in the View Tickets window (i.e., only the
    tickets that have an 'Urgent' priority).

3.4.6 Generating Reports

LSC provides pre-defined reports which accumulate and present ticket data in
an intuitive format.  These reports represent reports frequently requested by
support management and staff members.  The pre-defined reports can be
customized to accommodate individual reporting requirements.  In addition, LSC
includes the Crystal Reports software to be used for creating new reports for
incorporation into LSC.  Reporting is discussed in detail in Chapter 8 of
this manual.

Blue Ribbon is interested in tracking the type of problems their customers are
experiencing.  The pre-defined "All Tickets by Problem Type" report provides
Blue Ribbon with the information needed to identify the frequency and reason
for each Problem Type.  Blue Ribbon can use this information to eliminate the
problem.  For example, if the PRINTER problem type occurs frequently, then
perhaps the type of printers being distributed by Blue Ribbon are faulty, or
perhaps the customers need more training on printer installation.

Use the following procedure to generate the "All Tickets by Problem Type"
report.

1.  Choose the Reports tool bar button.

    You can also choose the Choose Reports command from the Reports menu.
    The Choose Report dialog box displays.

2.  Select the "All Tickets by Problem Type" report.

3.  In the Destination area of the Choose Report dialog box, select the
    Screen option.

    Selecting this option sends the report to a window on your screen.

4.  Choose the OK button to generate the report.

    The All Tickets by Problem Type report displays in a window generated by
    Crystal Reports. The buttons at the top of the window from left to right
    can be chosen for page scroll to first page, previous page, next page,
    last page, stop scroll, page magnification and route report to printer.
    (For detailed instructions on using the Crystal Reports software, refer
    to Part Two of this manual.)

5.  Close the report window by double clicking on the system menu button.

    The system menu button is shaped like a hyphen ( - ) and is located in the
    upper left corner of the report window.

This ends the LSC tutorial.  There are many other features and capabilities
that were not covered.  Please refer to Part One of this manual to become
familiar with the LSC features.



4.0  Ticket Data Display

Chapter 3 provided an introduction to LAN Support Center.  This chapter
provides an overview of the various windows which display the ticket data
maintained by LSC.


4.1 Introduction

The following windows display the ticket information maintained by LAN Support
Center:

o  The View Tickets window offers a general view of the tickets in the LSC
database.  Each LSC user can customize the information displayed in this
window in order to meet his or her ticket viewing requirements.

o  The Ticket window displays the details of an individual ticket.  New
tickets are created and existing ticket information is edited and maintained
from within this window.

The View Tickets window and the Ticket window are introduced and discussed in
detail in this chapter.

4.1.1 What's in this Chapter

The following chart describes the sections in this chapter:

SECTION                 DESCRIPTION

The View Tickets Window Provides an overview of the View Tickets window.
            Discusses the window layout, scrolling procedures
            and modifying the window contents.

The Ticket Window       Provides an overview of the Ticket window.  Discusses
            the ticket numbering scheme, modifying the field
            labels, viewing multiple Ticket windows and
            associated ticket information.


4.2 The View Tickets Window

The View Tickets window provides access to an entire database of tickets.
The View Tickets window is displayed in any of the following ways:

o  Choose the View tool bar button to display a list of the open/active tickets
in your LSC database.

o  Choose the Current Tickets command from the View menu to display a list of
the open/active tickets in your LSC database.

o  Choose the Historical Tickets command from the View menu to display a list
of tickets that have been archived into an historical database file.

Ticket information and related ticket actions can be viewed at a glance.

4.2.1 View Tickets Window Layout

There are two list boxes in the View Tickets window.

o  Ticket List - The upper area of this window lists the tickets in the LSC
database.  Double clicking on a ticket item displays the Ticket window in
which the ticket's information can be modified.

o  The information displayed in this list can be modified in the following
ways:
    - Define filter criteria to list only the tickets that match the
    filter criteria.  For example, choose the Filter tool bar button and
    check only the Urgent priority to view only those tickets that have
    been categorized as Urgent.   Refer to section 7.2 for detailed
    instructions.
    - Define another sort method to list the tickets according to the
    new sort criteria.  For example, choose the Sort tool bar button and
    select Last Name as the primary sort method to view all tickets
    ordered alphabetically according to the tickets' Last Name field.
    Refer to section 7.3.1 for detailed instructions.
    - View a group of tickets in an historical database.  Choose the
    Historical Tickets command from the View menu to access a list of
    tickets that have been archived.  Refer to section 7.5.1 for
    detailed instructions.
    - Resize the columns to modify their width.  By positioning the mouse
    pointer directly over a column separator line, the mouse cursor
    changes to a double-sided arrow.  Holding down the left mouse button
    and moving the mouse to the left or right will decrease or increase
    the column size.  If a user does not require a certain column of
    information, then the column can be completely hidden using this
    procedure.  The modified column widths are saved even when you exit
    LSC!

o  Action List - The lower area of this window lists the actions associated
with the ticket that is highlighted in the ticket list described above.
Double clicking on an action item displays the Edit Action dialog box in which
the action details can be modified.

4.2.2 Scrolling Within the View Tickets Window

Horizontal and vertical scroll bars are available in both areas of the View
Tickets window.  Both areas of the window contain scroll bar buttons.  The
Ticket List area contains up/down scroll bar buttons which allow you to
scroll through the ticket list.  The Action List area contains left/right
scroll bar buttons and a thumb button, all which allow you to view the action
information.

To facilitate movement within a large number of tickets, the Ticket List area
provides additional vertical scroll bar buttons.

o  Choose the top scroll up button to display the beginning of the ticket
list.
o  Choose the bottom scroll down button to display the end of the ticket
list.
o  Choose the lower scroll up button to page up through the ticket list
(i.e., move up several tickets as opposed to one ticket item at a time).
o  Choose the top scroll down button to page down through the ticket list.


4.3 The Ticket Window

The Ticket window is used for creating or editing a ticket.  The information
in the Ticket window is specific to the ticket being created or edited.  The
Ticket window is displayed in any of the following ways:

o  Choose the New Ticket tool bar button to enter new ticket data.
o  Choose the New Ticket command from the Ticket menu to enter new ticket
data.
o  Highlight a ticket in the View Tickets window, and choose the Edit Ticket
tool bar button to edit the ticket's existing data.
o  Highlight a ticket in the View Tickets window, and choose the Edit Ticket
command from the Ticket menu to edit the ticket's existing data.
o  Double click on a ticket in the View Tickets window to edit the ticket's
existing data.

A ticket window contains the fields regarding a specific "event" (e.g., a
support call).

4.3.1 The Ticket Numbering Scheme

When a new ticket is created, LSC automatically assigns a number to the
ticket.  The ticket number displays in the title bar of the Ticket window
and cannot be modified by the LSC user.

The ticket number is generated in the format IIIYYMMDDHHMMSS, which is
determined by the following information:

III =o  The LSC login staff initials of the user who created the ticket. This
can be up to three characters.
YY =o  The year in which the ticket was created.
MM =o  The month in which the ticket was created (from 01 to 12).
DD =o  The day in which the ticket was created (from 01 to 31).
HH =o  The hour in which the ticket was created (from 00 to 23).
MM =o  The minute in which the ticket was created (from 00 to 59).
SS =o  The second in which the ticket was created (from 00 to 59).

For example, the ticket number KEL931221143151 indicates that the ticket was
created on December 21, 1993 at 2:31:51 in the afternoon by the staff member
who has the initials KEL.

4.3.2 Assigning Account IDs

The Ticket window has an Account ID field in which an identifying code or
name can be entered to indicate that the ticket "belongs" to a specific
account.  An account can be any entity for which a ticket is created.  For
example, accounts may be created for each customer ("Mary Jones") or for each
organization ("Blue Ribbon Company").  Accounts are set up using the
procedures on page 5.4.

The benefits of assigning account IDs to tickets are as follows:

o  Assigning account IDs to tickets enables you to categorize the tickets
according to an account. For example, it might be helpful to list all tickets
that were created for the Blue Ribbon company.  By doing so, you can
determine the types of problems that Blue Ribbon is having and develop new
procedures which eliminate the problems.

o  Assigning account IDs to tickets facilitates data entry.  When an existing
account ID is selected from the drop-down list in the Ticket window, the
account information is automatically entered.  The fields associated with
Account ID are First Name, Last Name, Phone, Department, Network
Address and Company ID.

4.3.3 Modifying the Ticket Window Labels

The fields in the Ticket window represent the individual LSC databases.  For
example, LSC maintains a database of all First Names entered in the tickets.
The field labels can be modified to reflect the individual requirements of an
organization.  Using the label "PO Number" in place of "Cross Reference"
might be more meaningful to a support environment if incoming support calls
correspond to a purchase order number.

The procedures for modifying database labels are on page 5.2.

4.3.4 Viewing Multiple Ticket Windows

Multiple Ticket windows can be open simultaneously.  This allows the user to
compare information being maintained across any number of tickets.
Additionally, when multiple Ticket windows are open, the Edit menu commands
(i.e., Cut, Copy, Paste) facilitate cross-referencing and sharing information
among tickets.  The process of creating a new ticket is simplified by
displaying any number of existing tickets having similar information.

For example, assume that there are several known problems that your staff
should be aware of while providing support.  As a result, you have created
corresponding "BULLETIN" tickets which outline the known problems and list
their solutions (e.g., for each Bulletin ticket, Problem Type=BULLETIN and
Problem Category=SPREADSHEET:LOTUS).  By keeping all Bulletin Ticket windows
open, your support staff can quickly reference established solutions and
provide support.  Additionally, the Ticket window Cross Reference field can
be used to establish a relationship between any number of tickets.  This is
discussed in more detail on page 6.2.3.

HINTS: a -  When multiple Ticket windows are open or iconized, use the
Window menu commands to arrange them within the LSC application window.
b -  To cycle through the open Ticket windows, press the <CTRL><F6>
keys or <CTRL><TAB> keys.
c -  To use the keyboard to minimize or close the active Ticket window,
press the <ALT><hyphen> keys to open the Control menu and then
choose the desired command.  (The hyphen character is '-'.)

4.3.5 Associated Ticket Information

In addition to the information that displays in the Ticket window, the
following items can be associated with a ticket:

o  Action entries - These entries represent the actions performed in response
to a ticket. For example, if LSC is used to track training sessions, then
one type of action entry might be called PREPARE which describes the
preparation performed before the session.  In addition to tracking the
efforts of your support staff, the action entries can be used to accumulate
billable time spent on a ticket.  The procedures for creating and maintaining
action entries are discussed in section 6.3.1.

o  Company IDs and Contact details - Contact information includes the
company, address, and phone number of the person to contact regarding the
ticket.  For example, if LSC is used to track requests for support, then the
contact details should be used to maintain information for the caller
requesting support.  Contact details can be associated with a company ID.
When an existing company ID is selected from the drop-down list in the Contact
Details dialog box, the contact information is automatically entered.

This concludes the overview of LSC's ticket data display.  The procedures
for setting up company IDs are discussed in section 5.5.  The procedures for
maintaining contact details are discussed in section 6.3.4.  The instructions
for modifying the LSC ticket views are discussed throughout Chapter 7,
"Viewing Ticket Data."