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LAN Support Center Copyright 1994, McAfee, Inc. All rights reserved. ================================== Part One: Using LAN Support Center ================================== 5.0 Setup and Administration The previous chapter provided an overview on accessing LSC ticket data. This chapter discusses the setup and administration of the LSC parameters. 5.1 Introduction The LAN Support Center setup and administrative procedures require minimal effort on the part of the LSC administrator. For those aspects of the system which do need to be maintained, the procedures for doing so are simple and intuitive. LSC setup and administrative procedures include the following: o Assigning support staff logins and granting rights o Setting up account IDs o Setting up company IDs o Defining the database labeling scheme o Maintaining qualification lists o Defining the types of problems to be tracked o Archiving and restoring tickets o Printer setup and administration NOTES: a - LSC can be used immediately after installation. b - There should be one LSC administrator primarily responsible for the features discussed in this chapter. 5.1.1 What's in this Chapter The following chart describes the sections in this chapter: SECTION DESCRIPTION Database Labeling Provides procedures for customizing the LSC database labels to satisfy the requirements of your support environment. Staff Membership and Security Provides procedures for assigning LSC login names, passwords and access rights. Account IDs Provides procedures for setting up LSC accounts. Also provides procedures for editing and deleting account information. Company IDs Provides procedures for setting up LSC company data. Also provides procedures for editing and deleting company information. Qualification Lists Provides a description of the LSC qualification databases. Also provides procedures for adding, modifying and deleting items in any of the database lists. Archiving and Restoring Tickets Provides procedures for moving a group of selected tickets into an historical database. Also provides procedures for restoring archived tickets into the current database. Printer Setup & Administration Provides procedures for defining the printer on which you want to generate LSC reports and for setting print parameters. 5.2 Database Labeling The LSC database labeling scheme greatly affects the way support data is entered, retrieved and compiled during report generation. The database labels are used to categorize the ticket information, and as a result, database planning and labeling becomes an important factor in your installation and use of LSC. Planning the LSC database labels should begin with a review of your organization's current support procedures. For example, after the evaluation, you might discover that a label or field called COMPANY is more applicable then the default label called DEPARTMENT. Further, you might find that SITE should be used in place of the FIRST NAME field. NOTES: a - Before modifying the database labels, review several of the pre-defined reports supplied with LSC. Reviewing the reports will help you determine if your organization requires database label changes. Chapter 8 of this manual presents the procedures for generating and customizing LSC reports. Also refer to section 8.5 entitled "Sample Reports" to view several illustrations of the pre-defined LSC reports. b - Any changes made to the database labels are also reflected in the reports. LSC provides a default labeling scheme which can either be tailored to satisfy the requirements of your support environment or can be used without any modification. After careful planning, the labels in the Label Options dialog box can be modified to reflect your support tracking requirements. NOTES: a - The fields which have a down arrow button represent LSC "qualification lists" (discussed in detail in section 5.6). Changing the name of one of these fields also changes the name of the associated qualification list. b - In all qualification lists except Priority, entries can be added, removed or modified. (Even if the Priority label is changed, the predefined Priority-type names can only be edited.) 5.2.1 Customizing Database Labels Use the following procedure to customize the ticket label names. 1. Choose the Label Options command from the Administration menu. The Label Options dialog box displays showing the currently defined labels for each field in the LSC ticket database. 2. Make the appropriate changes to 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. NOTES ON MODIFYING LABELS: a - Press the <TAB> key to move the cursor quickly from field to field in the Label Options dialog box. b - Labels can consist of any typed characters. The new label name must fit in the field space provided (i.e., the fields do not scroll). c - The following fields are linked to the Account ID field: First Name, Last Name, Phone, Department and Network Address. For example, assume that the following information is entered for a new ticket: Account ID=BLUE RIBBON, First Name=MARY, Last Name=JONES, and Department=SALES. In this case, the next time that BLUE RIBBON is entered into the Account ID field, then MARY, JONES and SALES will automatically display in the First Name, Last Name and Department fields, respectively. These fields remain linked even if their label names are changed. (Accounts are set up using the procedures in section 5.5.) d - The Product Category field is a sub-field of Problem Type. For example, a Problem Type might be entered as "Software." Related Product Categories might then be entered as "Spreadsheets" and "Word Processors." These fields remain linked even if their label names are changed. (Product Categories are defined using the procedures in section 5.6.2.) 3. Choose the OK button to save the changes. The Label Options dialog box closes, and all Ticket windows will reflect the new labels. NOTE: Labels can be modified after issuing and saving tickets; however, all ticket data reflects the database labels that are present when the ticket is saved. For example, if a ticket is saved with JOHN in the First Name field and the First Name label is later changed to Company, then the same ticket will have JOHN in the new Company field. 5.3 Staff Membership and Security Every LSC support staff user must be assigned a unique ID and password which defines the LSC activities he or she can perform. The unique ID also determines the first three characters of all tickets created by the user. (For more information on the ticket numbering scheme, refer to the discussion in section 4.3.1.) Before LSC is launched, the user must provide a valid user name and password combination. When a user successfully logs into LSC, the LSC application window displays. Defining LSC staff users and assigning unique IDs and passwords is an on-going action performed by the LSC administrator. In addition to adding and removing users, the LSC administrator is responsible for granting user rights and modifying those rights if the users' support responsibilities change. NOTES: a - The commands available from the Administration menu are enabled only for those users who are granted the appropriate rights. For example, if Dan is not given the right to Setup Staff, then the Setup Staff command on Dan's Administration menu is disabled. b - Changing the default LSC login name and password (i.e., LSC and LSC) is highly recommended. 5.3.1 Adding Support Staff Use the following procedure to add new support staff members and define their rights within the LSC environment. 1. Choose the Setup Staff command from the Administration menu. The Setup Staff dialog box displays listing the initials of the defined LSC staff members. 2. To add a new staff member, choose the Add button. The Add Staff dialog box displays. 3. Enter the new staff member's information. Enter the following information for the new LSC user: o Staff Initials - Enter a unique code for the new user's LSC login name. A maximum of 3 characters can be entered. o Full Name - In the field space provided, enter the new user's full name. This is an optional field. o Enter New Password - Enter the new user's 8 character password. This is an optional field. The typed information displays as asterisks for password protection. o Verify New Password - Verify the 8 character password entered in the above field by re-entering the new user's password. This must exactly match the password entered in the Enter New Password field. The typed information displays as asterisks for password protection. o Rights Granted For Qualification Lists - Place a checkmark next to each qualification list the user is able to modify. For example, if a new user is to be restricted from modifying any of the qualification lists, then do not check any of the qualification list items in the Add Staff dialog box. NOTE: When a user is restricted from modifying a qualification list, the user is unable to add/edit entries via the Qualification Lists dialog box or the Ticket window. For example, if Dan is not given the right to modify the Problem Type list, then he cannot edit the Problem Type qualification list entries (via the Administration/Qualification Lists command). Dan also cannot enter a new problem type into the corresponding field of a Ticket window. In this case, Dan can only select existing entries from the Problem Type field drop-down list. o Rights Granted For Actions - Place a checkmark next to each LSC action the user is allowed to perform. Rights for the Edit Tickets and Delete Actions options can be further defined to include one of the sub-categories. For example, a new user might be allowed to edit only the tickets assigned to him or her. NOTES: a - Having only one "LSC Administrator" who is given the right to Setup Staff and Define Label Options is recommended. b - By default, all rights are enabled when adding a new user. 4. Choose the OK button. The Add Staff dialog box closes, and the initials entered for the new staff member are listed in the Setup Staff dialog box. 5.3.2 Maintaining Support Staff As staff positions and responsibilities change, the LSC support staff information must be maintained. For example, assume that Mary receives a promotion to Support Manager. As a result of Mary's promotion, her LSC rights may be modified to allow for ticket deletion, report generation and archiving/restoring ticket databases. Use the following procedure to delete or edit an existing support staff member's information. 1. Choose the Setup Staff command from the Administration menu. The Setup Staff dialog box displays listing the initials of the defined LSC staff members. 2. To delete a staff member, highlight the staff member's name in the Setup Staff dialog box and choose the Delete button. The message "Delete the Staff selected?" displays. Choose the Yes button to delete the staff member. 3. To edit a staff member's information, highlight the staff member's name in the Setup Staff dialog box and choose the Edit button. The Edit Staff dialog box displays. 4. Edit the staff member's information. This box is identical in form and usage to the Add Staff dialog box with the exception that the operations are performed for an existing LSC user rather than for creating a new user. 5. Choose the OK button. The Edit Staff dialog box closes. 5.4 Accounts IDs LSC accounts can be defined to identify companies, persons or events for which tickets are created. 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. The Ticket window has an Account ID field in which the account's identifying code or name can be entered to indicate that the ticket "belongs" to a specific 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 incorporate new procedures to 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 related account information is automatically entered. o Related account information includes an Account ID, First Name, Last Name, Phone, Department, Network Address and Company ID. NOTE: Assigning a Company ID to the account links the company data with the account data. Each time an account ID is entered on a ticket, the ticket's contact details information is automatically populated with the company data. Accounts are set up and maintained using the procedures in this section. 5.4.1 Adding Accounts Use the following procedure to add new LSC accounts. 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. 3. Enter the new account information. Enter the following information for the new LSC account: o Account ID - Enter a unique code or name to identify the new account. A maximum of 55 characters can be entered. For example, enter "Blue Ribbon" to identify the Blue Ribbon company account, or enter #3456 to identify the customer having account #3456. This is the only required field in the Add Account dialog box. o First Name - Enter the first name of the person assigned to the account. A maximum of 20 characters can be entered. o Last Name - Enter the last name of the person assigned to the account. A maximum of 20 characters can be entered. o Phone - Enter the phone number of the person assigned to the account. A maximum of 27 digits can be entered. o Department - Enter the department in which the person assigned to the account belongs. A maximum of 30 characters can be entered. o Network - Enter the network address of the person assigned to the account. A maximum of 20 digits can be entered in the following format: 8 digits:12 digits (the colon is required). o Company ID - Enter 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 ON ENTERING ACCOUNT INFORMATION: 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 - If you have changed the database labels for First Name, Last Name, Phone, Department or Network, then the changed labels will be reflected in the Add Account dialog box. c - The information entered in the First Name, Last Name, Phone, Department and Network fields is only added to the corresponding qualification list when the account is used in a ticket. For example, if the "ABC" account is set up with "Smith" in the Last Name field, then Smith is only added to the Last Name qualification list when a ticket is created for account ABC. 4. Choose the Save button. The Add Account dialog box closes, and the new account ID is listed in the Setup Account dialog box. 5.4.2 Maintaining Accounts Use the following procedure to delete or modify the information for an existing account. NOTE: Account ID data can also be modified from within the Ticket window. When account information is changed in the Ticket window and the ticket is then saved, a prompt displays giving you the option to update the account information. 1. Choose the Setup Account command from the Administration menu. The Setup Account dialog box displays listing all accounts. 2. To delete an account, highlight the account name in the Setup Account dialog box and choose the Delete button. The message "Do you wish to delete this entry?" displays. Choose the Yes button to delete the account. 3. To edit account information, highlight the account name in the Setup Account dialog box and choose the Edit button. The Edit Account dialog box displays. 4. Edit the account information. This box is identical in form and usage to the Add Account dialog box with the exception that the operations are performed for an existing LSC account rather than for creating a new account. 5. Choose the Save button. The Edit Account dialog box closes. 5.5 Company IDs Company IDs are unique names which identify the contact details of a company. Details include the company's address, fax number and Email information. Assigning company IDs facilitates data entry in the Contact Details dialog box. When an existing company ID is selected from the drop-down list, the related company information is automatically entered. Furthermore, a Company ID can be linked to an Account ID (refer to page 5-14). Each time an account ID is entered in a Ticket window, the ticket's contact details information is automatically populated with the company data. Company IDs are set up and maintained using the procedures in this section. 5.5.1 Adding Company IDs Use the following procedure to add new company IDs. 1. Choose the Setup Company command from the Administration menu. The Setup Company dialog box displays listing all companies that have been assigned IDs. 2. To add a new company ID, choose the Add button. The Add New Company dialog box displays. 3. Enter the new company information. Enter the following information for the new LSC company: o Company ID - Enter a unique code or name to identify the new company. A maximum of 40 characters can be entered. For example, enter "Blue Ribbon-TX" to identify Blue Ribbon's Texas office site. This is the only required field in the Add New Company dialog box. o Address Line 1 & 2 - Enter the address of the company. A maximum of 30 characters can be entered. o City - Enter the city in which the company is located. A maximum of 20 characters can be entered. o State - Enter the state in which the company is located. A maximum of 10 characters can be entered. o Zip - Enter the zip code of the company. A maximum of 10 characters can be entered. o Country - Enter the country in which the company is located. A maximum of 15 characters can be entered. o Fax - Enter the company's fax number. A maximum of 20 characters can be entered. o Email - Enter the company's Email information. A maximum of 50 characters can be entered. 4. Choose the Save button. The Add New Company dialog box closes, and the new company ID is listed in the Setup Company dialog box. HINT: An account is only linked one company ID. Therefore, for a company that has several locations, link the most frequently used location to the account ID. 5.5.2 Maintaining Company IDs Use the following procedure to delete or modify the information for an existing company. NOTE: Company ID data can also be modified from within the Contact Details dialog box. When company information is changed in the Contact Details dialog box and the Save button is chosen, a prompt displays giving you the option of updating the company information. 1. Choose the Setup Company command from the Administration menu. The Setup Company dialog box displays listing all companies. 2. To delete a company, highlight the company name in the Setup Company dialog box and choose the Delete button. The message "Do you wish to delete this entry?" displays. Choose the Yes button to delete the company. 3. To edit company information, highlight the company name in the Setup Company dialog box and choose the Edit button. The Edit Company dialog box displays. 4. Edit the company information. This box is identical in form and usage to the Add New Company dialog box with the exception that the operations are performed for an existing LSC company rather than for creating a new company. 5. Choose the Save button. The Edit Company dialog box closes. 5.6 Qualification Lists The LSC database is made up of several lists which maintain and categorize ticket information. Most ticket information is obtained from or written to a "qualification list," which is used for data validation and for compiling ticket records. Qualification lists cannot be added to LSC; however, individual entries in most qualification lists can be added, modified and/or removed to reflect your own support environment. For example, by default LSC includes the entries INFO and PRODSTAT in the Issue Type qualification list. Your support environment may also require an Issue Type called REFERENCE. Many qualification lists directly correspond to the fields in the Ticket window. For example, there is a Priority qualification list which corresponds to the Priority field. When creating or editing tickets, the fields with a drop-down list let you select existing entries from the corresponding qualification list. This feature is important to maintaining the integrity and consistency of the LSC ticket data. Many of the qualification lists are populated with information upon the installation of LSC. The following table describes the contents and intent of each qualification list. QUALIFICATION DESCRIPTION DEFAULT ENTRIES LIST Action Code Code used to indicate the action taken REROUTED on a ticket. The TO_DO default entry SOLVED name cannot be edited or deleted. TELEPHONED TO_DO Department Departments or areas in which callers ACCOUNTING work (e.g., ACCOUNTING, SALES or ADMIN COST_CENTER#1, ABC CO). INT'L SALES MARKETING SALES TRAINING First Name First names of the callers. Issue Type Type of ticket for categorization INFO purposes (e.g., BUG, INFO). PROD STAT Last Name Last names of the callers. Network Address Network addresses of the callers. Priority Priorities that can be assigned to a URGENT ticket. The entry names in the Priority IMPORTANT list can only be edited: new entries NECESSARY cannot be added and existing entries DESIRED cannot be deleted. This is true even if the Priority label is changed. Further, the color display of the default priorities in the View Tickets window is as follows: Urgent=red; Important=pink; Necessary=green; Desired=brown. This is true even if the Priority entry names are changed. Problem Type Names used to describe and categorize the type of problems the callers are experiencing. This database has related sub-categories. Refer to the discussion in section 5.6.2 entitled "Managing Problem Type Sub-categories." NOTES ON THE QUALIFICATION LIST TABLE: a - The default qualification list names are listed in the table above. If you change the LSC database labels, your qualification list names also change. b - The term "caller" is used to represent the person for whom the ticket is created (e.g., the person requesting support, the person requiring a training class). c - The Assigned To category is not considered a qualification list because the entries that display in this drop-down field in the Ticket window are driven by the support staff users' initials listed in the Setup Staff dialog box. Similarly, the Account ID category is not a qualification list --the entries that display in this drop-down field in the Ticket window are driven by the IDs listed in the Setup Account dialog box. 5.6.1 Modifying Qualification Items The qualification list items provided with LSC can be customized to apply specifically to your organization. For example, you might want to modify the items in the Departments list so they specifically apply to your support environment. In addition to the Department names provided by LSC, you might want to categorize support calls by mail stops or cost centers. NOTES: a - Users are only able to modify the qualification lists that are checked in their user profile (i.e., the rights they were granted via the Administration/Setup Staff command). b - If a user is given the right to modify a qualification list, then the user can add entries to the list by entering the information directly into the corresponding fields of a Ticket window. When the ticket is saved, the new entry is added to the appropriate qualification list. For example, if user Helen has the right to modify the Department list, then Helen can save a ticket having QA in the Department field. Doing so will add QA to the Department qualification list without having to perform the procedure below. Use the following procedure to modify a database item. 1. Choose the Qualification Lists command from the Administration menu. The Qualification Lists dialog box displays. 2. Select a name 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. When a qualification list is selected, its items display in the List Items field. 3. Modify the qualification list item information. Possible modifications include the following: o Adding an item - To add a new item to a list, choose the Add button. An Add Item dialog box displays prompting you to specify the name of the new item. Type the name and choose the OK button. The new item is added to the qualification list. o Editing an item - To edit an existing item in a list, highlight the item and choose the Edit button. An Edit Item dialog box displays with the selected item name. Make changes to the name and choose the OK button. The item name is updated. o Deleting an item - To delete an existing item from a list, highlight the item in the list and choose the Delete button. The item name is removed from the list. NOTES: a - The Priority qualification list items can only be edited: new entries cannot be added and existing entries cannot be deleted. b - Items for the Problem Type qualification list can be assigned sub-categories. For example, you might want to track the support calls related to printer problems. Related PRINTER sub-categories might include DRUM and CARTRIDGE. Refer to the discussion below entitled "Managing Problem Type Sub-categories." c - The TO_DO Action item is a special default item and cannot be edited or deleted. 4. To close the Qualification Lists dialog box, choose the Close button. 5.6.2 Managing Problem Type Sub-categories The Problem Type qualification list categorizes the types of problems monitored by LSC. To further categorize problem types and track your support efforts, detailed sub-categories can be assigned to the items in this list. These sub-categories comprise the Product Category list available from the Ticket window. For example, your support environment might monitor SOFTWARE problems. Monitoring the SOFTWARE problem type is helpful; however, creating a sub-category named WORD would allow you to monitor specific software problems concerning the Word program. Tracking the Word Software problem type might result in discovering a problem in the way in which the Word program is being installed across your network. It might also result in discovering that your users require more training in using the Word software. The level of detail entered in the Problem Type list and the related sub-categories affects the integrity and consistency of your LSC data. This list requires careful planning and attention. HINTS: a - To avoid having the support staff define sub-categories while creating tickets, define detailed problem type sub-categories. b - To track unusual/unidentified problems, create a problem type named UNDETERMINED. You can run a report listing all tickets assigned the UNDETERMINED problem type and update the field when the problem is identified. Use the following procedure to manage the Problem Type sub-categories (i.e., the related Product Categories). 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. The Qualification Lists dialog box displays. The Related Product Category field displays listing the sub-category items that pertain to the highlighted list item. 3. Define or modify the Related Product Category information. o Adding a Sub-Category - To add a sub-category to the highlighted problem type, choose the Add button in the lower area of the Qualification Lists dialog box. The Add Related Item dialog box displays, prompting you to specify the name of the new sub-category. Enter the name and choose the OK button. The new sub-category is added to the Related Product Category list. o Editing a Sub-Category - To edit an existing sub-category in the highlighted problem type, highlight the related product category item and choose the Edit button in the lower area of the Qualification Lists dialog box. The Edit Related Item dialog box displays with the selected sub-category name. Make changes to the name and choose the OK button. The sub-category name is updated. o Deleting a Sub-Category - To delete an existing sub-category from the Related Product Category list, highlight the sub-category name and choose the Delete button in the lower area of the Qualification Lists dialog box. The sub-category name is removed from the list. 4. To close the Qualification Lists dialog box, choose the Close button. 5.7 Archiving and Restoring Tickets As the LAN Support Center program is used, the number of tickets in the database continues to increase. To use disk space more efficiently, you might want to remove a group of selected tickets from the "current ticket database" and place them into an "historical ticket database." The above database terms are defined as follows: o Current Ticket Database - the group of tickets to which new tickets are added. The current ticket database is used on a daily basis and should consist of primarily active/open tickets. There is only one current database at any time. o Historical Ticket Database - 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. The process of archiving tickets moves the selected group of tickets into a user-defined historical database file. The information is still accessible from within LSC. By default, the LSC user works with tickets in the "current database." However, when researching and investigating support issues, it may become necessary to access tickets residing in an historical database. This procedure is discussed in detail in section 7.5.1 entitled "Viewing Historical Tickets." In addition to simply accessing archived tickets, LSC provides the ability to restore an entire historical database file. The process of restoring the file moves the entire group of archived tickets back into the current LSC ticket database. The procedures for archiving and restoring tickets are discussed in this section. 5.7.1 Archiving Tickets When identifying a specific group of tickets to be archived into an historical database, filter criteria can be specified. The filter criteria defines the group of tickets to be archived. For example, if your support environment only works with open tickets from within the last two months, then you might want to archive all closed tickets that are older than two months. If the current date is December 31, 1993, then the filter criteria of the tickets to be archived might include all Closed Tickets to 10/31/1993. In addition to defining the group of tickets to be archived, you have the option to either add the tickets to an existing historical database file or create a new historical database file. NOTE: For increased speed and database performance, keeping the number of tickets in an LSC database (i.e., current or archived) be fewer than 20,000 is recommended. Use the following procedure to remove selected tickets from the current ticket database. 1. Choose the Archive Tickets command from the Administration menu. The Archive Tickets dialog box displays. 2. Choose the Filter button to define the group of tickets to be archived. The Filter Ticket List dialog box displays. Entering specific filtering criteria defines the tickets to be archived. Only those tickets that match the filter criteria will be archived into the historical ticket database. 3. Define the filter criteria of the tickets to be archived. In the fields provided, specify the information of the tickets to be archived. For example, to archive all tickets that have been resolved, choose the SOLVED entry from the Action Code field's drop-down list; to archive one specific ticket, enter the ticket number in the Ticket # field. NOTE: When archiving a group of tickets, enter specific filtering information in order to archive the desired tickets. Wildcards are not allowed. 4. Choose the OK button to accept the filter criteria. The Filter Ticket List dialog box closes, and you are returned to the Archive Tickets dialog box. 5. Choose the Browse button to specify the historical database file name. The Browse dialog box displays prompting you to enter the File Name and destination of the file which will maintain the archived tickets. You can either: o Add the selected tickets to an existing historical database file - Enter the full path name of the historical database file in the File Name field. (If you do not know the file name and path, choose entries in the Directories and Drives lists to search for the archive file. From the list of file names which displays under the File Name field, click on the file name into which you want to add the new archived tickets.) o Create a new historical database file - Enter the full path name of the new historical database file in the File Name field. (You can also choose entries from the Directories and Drives lists to define the full path into which you want to place the new archived ticket file.) NOTES: a - LSC historical database file names are assigned the extension .ARC. b - If the path is not specified when creating a new database file, then the file is placed into the current directory (as indicated under the Directories field in the Browse dialog box). c - If the file already exists when attempting to create a new database file, then the selected tickets are added to the end of the existing file. If the existing file is not in an LSC archival file format, then you are prompted to overwrite the file contents. 6. Choose the OK button to accept the archive file name. The Browse dialog box closes, and you are returned to the Archive Tickets dialog box. This dialog box now displays the destination directory and archive file name. 7. Choose the OK button to initiate the archival process. The selected ticket information is moved into the historical database file. Upon completion, the following files are created to maintain information regarding the archived tickets: o the .ARC file maintains the historical database o the .ACT file maintains the ticket actions o the .DES file maintains the ticket problem descriptions o the .DEA file maintains the action descriptions 5.7.2 Restoring Tickets Archived tickets are accessible to the LSC user by restoring the historical ticket database. When researching and investigating problems, it may become necessary to restore a selected database. NOTE: The restore process moves the entire historical file back into the current LSC database. A single ticket cannot be tagged and restored. Use the following procedure to restore an entire historical database file. 1. Choose the Restore Tickets command from the Administration menu. The Restore Tickets dialog box displays. 2. Choose the Browse button to specify the historical database file name to be restored. The Browse dialog box displays prompting you to enter the File Name of the database to be restored. 3. Enter the full path name of the historical database file (i.e., the .ARC file) in the File Name field. Choose entries in the Directories and Drives lists to search for the archived database file. From the list of file names which displays under the File Name field, click on the desired file name. 4. Choose the OK button to accept the file name. The Browse dialog box closes, and you are returned to the Restore Tickets dialog box. This dialog box now displays the full path name of the file to be restored. 5. Choose the OK button to initiate the restore process. All tickets and their associated actions and descriptions in the selected historical database are moved into the current database. 5.8 Printer Setup and Administration Printer control information identifies the printer parameters and controls the printing of all reports associated with LSC activity and administration. Before printing LSC reports, you should review the printer configuration to be sure it reflects the printer settings that you require. Printer settings include: o Printer destination o Page orientation (portrait/landscape) o Paper size and source o Graphics resolution The procedures for customizing the contents of individual LSC reports are discussed in Chapter 8, "LSC Reports." This section briefly presents the procedures for viewing and changing the global print settings (e.g., target printer, paper size) for Windows. 5.8.1 Changing Print Settings Use the following procedure to review and change your print settings. 1. Choose the Print Setup command from the File menu. The Print Setup dialog box displays. 2. Select the printer you want to use for printing LSC reports. The printer defined in your Windows printer control is selected as the default. To use another printer, select a Specific Printer from the drop-down list associated with this field. 3. Select the desired orientation and paper parameters. Choose either the Portrait (long) or Landscape (wide) Orientation setting. Use the drop-down lists to define the Paper Size and Paper Source settings. 4. To make additional changes to the selected printer configuration, choose the Options button. Additional settings include dithering and intensity control. 5. Choose the OK button in the Print Setup dialog box to save the print settings. NOTE: These print settings are global throughout your Windows environment. Please refer to your Windows manual for detailed procedures on modifying the above print settings. This ends the chapter on setting up and administering the LAN Support Center parameters. Refer to the following chapter for procedures for creating and maintaining work tickets. 6.0 Work Tickets The previous chapter discussed the LSC setup and administrative procedures. This chapter describes the procedures for creating and maintaining work tickets. 6.1 Introduction A work ticket is a collection of related information regarding an event. The "event" is the incident for which information is maintained and tracked. Tickets can track virtually any number of event types. Consider creating tickets for any of the following events: o Support requests and issues o Installation scheduling o Training sessions o Enhancement or upgrade requests This chapter discusses the procedures for creating and maintaining work tickets. Throughout the chapter, examples are used to illustrate methods for tracking various event types. 6.1.1 What's in this Chapter The following chart describes the sections in this chapter: SECTION DESCRIPTION Creating Tickets Provides procedures for creating, deleting and printing tickets. Maintaining Ticket Information Provides procedures for managing associated ticket action and contact detail information. Also discusses the procedures for cross- referencing tickets and editing date field entries. Investigating Provides procedures for accessing other McAfee products from within LSC for investigative and problem resolution purposes. 6.2 Creating Tickets The process of creating tickets is the essence of LSC. All information maintained and tracked by LSC is done so via a ticket. Depending on the responsibilities assigned to your support staff and the flow of information within your organization, one staff member or all staff members might create tickets. For example, Mike answers phones for the support desk staff at the Blue Ribbon company. For each incoming phone call, Mike creates a ticket with the caller's information and problem. Throughout the day, the support desk supervisor assigns the tickets to specific staff members. The staff members are responsible for handling the tickets they have been assigned. 6.2.1 Ticket Window Fields All information regarding an "event" is entered into a Ticket window. An "event" is defined as the item being tracked by LSC. For example, an event might be a support call or it might be a scheduled installation. 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. Each ticket number is determined by the following information: IIIYYMMDDHHMMSS, where III=staff initials, YY=year, MM=month, DD=day, HH=hour, MM=minute and SS=second. Each field in the Ticket window is defined and discussed in the table below. NOTES: a - If your LSC database labels have been modified, the field names and definitions for your Ticket window may be different. For more information on labeling, refer to section 5.2. b - Multiple Ticket windows can be open simultaneously. FIELD DESCRIPTION TYPE Account ID The account to which this ticket belongs. Each 55 chars Account ID must be unique. Every account has an associated First Name, Last Name, Phone, Department, Network Address and Company ID field. Entering an existing Account ID will automatically populate all associated fields. Account IDs can be set up directly from within the Ticket window or by choosing the Setup Account command from the Administration menu. Refer to section 5.4 for detailed instructions on setting up accounts. First Name The first name of the person/customer 20 chars associated with the account entered in the Account ID field. Last Name The last name of the person/customer associated 20 chars with the account entered in the Account ID field. Department The department of the person/customer 30 chars associated with the account entered in the Account ID field. Phone The phone number of the person/customer 27 digits associated with the account entered in the Account ID field. Assigned To The code/name of the LSC staff member 3 chars assigned to handle the ticket. This field defaults to the initials supplied by the user who logged in to LSC. Issue Type The code/name which indicates the type of 10 chars ticket being issued. Priority The priority assigned to the ticket. (The 10 chars color display of each priority is as follows: Urgent=red; Important=pink; Necessary=green; Desired=brown.) Problem Type The type of problem being reported. The item 15 chars entered in this field determines the items that can be selected from the related Product Category drop-down list. Product The category of the problem being reported. 30 chars Category The entries available from this drop-down list are determined by the entry in the Problem Type field. For example, if DRIVE is entered as the Problem Type, then available product categories may be ANY MASS STORAGE DEVICE and DISK DRIVE A. Network Address The network address of the person/customer 20 digits + associated with the account entered in the a colon (8 Account ID field. digits: 12 digits) Cross Reference Any information which can be used to cross 15 alphanum reference the ticket to another item (e.g., another ticket or another application). Press the <ALT><Z> keys to paste the ticket number of the highlighted ticket in the View Tickets window into the active Ticket window's Cross Reference field. Status Mutually exclusive radio buttons that indicate N/A the status of the ticket. Each button is associated with a date and time field. By default, the current system date displays for the Opened On date. (Refer to section 6.3.5 for procedures on editing date values.) Problem A detailed description of the problem which 4K Description can be up to approximately 2 full pages of text. Many of the fields in the Ticket window have drop-down lists from which items can be selected. For example, choosing the Product Category field's drop-down list displays a list of entries that have been defined for the Product Category qualification list. Clicking on an entry in the drop-down list places the chosen entry in the selected field. For those fields which have drop-down lists, typing in new entries adds the new entry to the associated qualification list. For example, if the name ACCOUNTING is not listed in the Department drop-down list, then entering the name ACCOUNTING into the Department field and saving the ticket will add the name to the Department qualification list. NOTES: a - Users are only able to type new entries in a Ticket window field if they are granted the appropriate rights in their staff member profile. Refer to section 5.3 for instructions on setting up staff members and defining security rights. b - Refer to section 5.6 for a discussion on LSC's qualification lists. The procedures for creating and maintaining tickets are discussed in this chapter. 6.2.2 Creating New Tickets Inquiries, events and issues are tracked via a ticket number. To assign a ticket to a specific customer account, an account ID can be specified on the ticket. The steps required for creating new tickets involve entering information regarding the ticket's initial purpose. For example, when a customer requests support, a new ticket is created which documents the caller's account, name, company and phone information, as well as documents the caller's request. The process of trying to solve the caller's problem is referred to as "action." Logging ticket action is discussed in the section of this chapter entitled "Maintaining Ticket Information." NOTE: New tickets are placed in the ticket database that is loaded at the time the new ticket is saved. To add the new tickets to the current LSC ticket database, make sure that the current database is being viewed (as opposed to the View Historical Tickets window). Use the following procedure to create a new ticket. 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. 2. Enter the ticket information. For detailed information on the Ticket window fields, refer to the table in section 6.2.1. NOTES: a - Selecting an Account ID from the drop-down list associated with this field will automatically enter the information defined for the account (i.e., First Name, Last Name, Department, Phone, and Network Address). b - New accounts can be set up from within the Ticket window by typing in the new account information. Upon saving the ticket, the new account information is also saved. c - Existing accounts can be updated from within the Ticket window by modifying the account information and saving the ticket. Upon saving the ticket, a prompt displays asking whether you want to update the account information. Answering Yes to this prompt will update the account data and all new tickets that are assigned to the account will reflect the updated information. Answering No will save the modified account data with this ticket only. d - Ticket action can also be entered at this point by choosing the Add Action button. Refer to the procedure in secition 6.3.1. 3. Choose the Save button. If you have selected an account from the Account ID drop-down list and then modified the account data, a prompt displays asking whether you want to update the account information. Answering Yes to this prompt will update the account data. Answering No will save the modified account data with this ticket only. The ticket is saved into the current ticket database. 6.2.3 Cross-Referencing Tickets The Ticket window's Cross Reference field can be used to build a knowledge base of information regarding a specific issue or problem type. For example, new tickets can be cross-referenced to "TECHNICAL" Issue Type tickets which outline known problems and their solutions. Either from an LSC report or the View Tickets window, the LSC Administrator then has access to all tickets related to the specific Technical ticket that has ticket number 'x'. In this example, a report query can be created which includes only ticket number 'x', or a filter can be applied to the View Tickets window which only displays the tickets having ticket number 'x' in the Cross Reference field. HINTS: a - LSC's extensive short-cut keys facilitate the cross-referencing of tickets to one-another. Pressing the <ALT><Z> keys in a Ticket window will paste the ticket number of the highlighted ticket in the View Tickets window into the active Ticket window's Cross Reference field. b - Use the Edit menu commands to cut, copy and paste information between open Ticket windows. In addition to cross-referencing among LSC tickets, the Cross Reference field can be used to track information external to LSC. For example, if LSC tickets are created to track installations, entering a Purchase Order number in the Cross Reference field can track the PO number of each installed equipment component. This information might be useful in tracking equipment movement from purchase to installation, as well as assessing future equipment purchase requirements. 6.2.4 Deleting Tickets In some instances, it might become necessary to delete a ticket and all of its associated information. Use the following procedure to delete a ticket from the ticket database. 1. From the View Tickets window, highlight the ticket to be deleted. To display the View Tickets window, choose either the Current Tickets or Historical Tickets command from the View menu, depending on where the ticket is located. If necessary, use the scroll bars in the View Tickets window to find the ticket to be deleted. 2. Choose the Delete Ticket command from the Ticket menu, or choose the Delete tool bar button. You are prompted to confirm the ticket deletion. Choose the Yes button to delete the selected ticket, or choose the No button to cancel the delete action. The deleted ticket is removed from the LSC ticket database and will no longer display in the View Tickets window. NOTE: A ticket can also be deleted while its Ticket window is open. To do so, choose the Delete tool bar button. You are prompted to confirm the delete action. Choose the Yes button to delete the ticket displayed in the open Ticket window. WARNING: Use the delete action with caution as all references to deleted tickets are completely removed from the LSC database. 6.2.5 Printing Tickets All printing is performed using the currently defined print parameters. To modify or verify the current print parameters, choose the Print Setup command from the File menu. Use the following procedure to print a selected ticket. 1. From the View Tickets window, highlight the ticket to be printed. 2. Choose the Print Ticket command from the Ticket menu, or choose the Print tool bar button. The ticket data is sent to the printer. NOTE: A ticket can also be printed while its Ticket window is open. To do so, choose the Print tool bar button. The ticket data is sent to the printer. 6.3 Maintaining Ticket Information Creating a ticket is the first step towards solving a support issue and/or scheduling timed events. For example, the tickets in your LSC database may represent requests for support, or they may represent installations to be performed. In either case, ticket maintenance is required to keep the ticket database information accurate and up-to-date. Ticket maintenance is also referred to as "ticket action." For example, if a ticket is created in order to solve a user's printing problem, all of the events that take place to solve the problem are regarded as action performed on the ticket. Each time an action is performed in response to a ticket, the action should be entered on the ticket. In addition to tracking the efforts of your support staff, the action entries can be used to accumulate billable time spent while trying to solve a client's problem. Contact details can also be associated with a ticket. Contact details include information regarding the person/company for whom the ticket is issued. The procedures regarding ticket maintenance are discussed in this section. NOTE: To support multiple users, LSC locks the ticket (window) as soon as it is opened by a user. This ensures that only one person can save changes to a ticket at anytime. When users attempt to edit the same ticket simultaneously, only the changes made by the "first" user will be effective (the user who locks the ticket). All other users will be alerted with a message informing them to edit the ticket later. 6.3.1 Adding Ticket Action Each time an action is performed in response to a ticket, the action should be entered for problem tracking and ticket maintenance purposes. Each new ticket action is entered into the Add Action dialog box. Use the following procedure to enter ticket action items. 1. Display the Add Action dialog box. Use any of the following methods to display the Add Action dialog box. o Choose the Add Action button in an open Ticket window to add an action item to the ticket. o Highlight a ticket in the View Tickets window, and choose the Action tool bar button to add an action item to the selected ticket. o Highlight a ticket in the View Tickets window, and choose the Add Action command from the Ticket menu to add an action item to the selected ticket. 2. Enter the action details. Each field in the Add Action dialog box is defined and discussed in the table below. FIELD DESCRIPTION Action Code Enter the code for the action performed (e.g., CALLBACK, INVESTIGATE, TO_DO). An action can be selected from the drop-down list associated with this field, or one can be typed in directly if you have been given sufficient user rights to do so. (Typing in a new action will add the new entry to the Action qualification list.) Person Enter the initials of the LSC staff member performing the action. The initials of the user logged in to LSC will display as the default. The initials can be selected from the drop-down list associated with this field, or they can be typed in directly if you have been given sufficient user rights to do so. Description Enter a detailed description of the action performed. Approximately 2 full pages of text can be entered. Date Select the date on which the action is performed. The current system date is automatically entered as the default which can be changed by the user. The date is entered in YYYY/MM/DD format where Y=year, M=month and D=day. (Refer to section 6.3.5 for procedures on editing date values.) Time Select the time at which the action is performed. The current system time is automatically entered as the default which can be changed by the user. The time is entered in HH:MM format where H=hour and M=minute. Use the up/down arrow buttons to scroll to a new desired time, or directly type in a new time. Time Spent Enter the time taken to perform the action. The time is entered in HH:MM format where H=hour and M=minute (e.g., 1:23 indicates 1 hour and 23 minutes). Use the up/down arrow buttons to scroll to a desired time, or directly type in the amount of time spent. Initial Select the Yes or No button to indicate whether or not the Response action being entered is the first action performed for the ticket. By default, the Initial Response button is set to No. NOTES ON THE ADD ACTION DIALOG BOX FIELDS: a - The hours and minutes entered in the Time Spent field are automatically accumulated by generating the Daily Action Listing By Person report. Refer to Chapter 8 for instructions on generating LSC reports. b - The Initial Response option is set to 'No' by default. Set this option to 'Yes' when entering new actions to determine the amount of time taken to respond to a ticket. Generating the Average Initial Response Time reports will automatically calculate the average time between when the ticket(s) has been opened and when the inital response(s) has been performed. HINT: Create Action entries which maintain various types of information regarding the ticket. For example, create an action named CONFIG to be used to describe a caller's workstation configuration. By entering the configuration information in the Description field, you can then filter the ticket list using the Keyword Search in Action Description option (e.g., filter all "386" machines). 3. Choose the Save button. The new action does not immediately display in the action items area of the View Tickets window. Click on the highlighted ticket in the View Tickets window to update the action items for the selected ticket. 6.3.2 Editing Ticket Action Existing ticket action entries are edited using the Edit Action dialog box. Use the following procedure to edit an existing ticket action item. 1. Display the Edit Action dialog box. Use any of the following methods to display the Edit Action dialog box. o Double click on an entry listed in the action items area of the View Tickets window to edit an action item for the highlighted ticket. o Highlight a ticket in the View Tickets window, and choose the Edit Action tool bar button. o Highlight a ticket in the View Tickets window, and choose the Edit Action command from the Ticket menu. The Edit Action dialog box displays the information entered for the existing action item. 2. Modify the action details. The fields in the Edit Action dialog box are identical to those in the Add Action dialog box. Refer to the table above for details on each field. To modify the information entered in a field, move the typing cursor into the field and enter the new information. Selecting a new item from a drop-down list will automatically enter the new item into the field. Pressing the <TAB> key will move the cursor from field-to-field within this dialog box. 3. Choose the Save button. The modified action information displays in the action items area of the View Tickets window. 6.3.3 Deleting Ticket Action Use the following procedure to delete an existing ticket action item. 1. From the action items area of the View Tickets window, highlight the action entry to be deleted. 2. Choose the Delete Action command from the Ticket menu, or choose the Delete Action tool bar button. You are prompted to confirm the deletion. Choose the Yes button to delete the selected action entry, or choose the No button to cancel the delete action. The deleted action entry is removed from the LSC ticket database and is no longer listed in the action items area of the View Tickets window. 6.3.4 Maintaining Contact Details Contact details can be entered and associated with a ticket. For tickets that are created in response to a customer problem or issue, a contact name and number becomes vital to the quality of the support provided by your staff. Contact details include the address, fax and Email information for a specific Company ID. For example, assume that you frequently create tickets for the Blue Ribbon company which has three office locations. Three Company IDs are set up: Blue Ribbon-NY, Blue Ribbon-NJ, and Blue-Ribbon-CT. By simply selecting one of the Blue Ribbon company IDs, the desired contact information is associated with the ticket. NOTES: a - Company IDs are set up by choosing the Setup Company command from the Administration menu (refer to the detailed procedures in section 5.5). b - Changing the information in the Contact Details dialog box will update the Company ID data throughout the LSC database. All existing and future tickets will reflect the updated information. Use the following procedure to enter and maintain contact details to be associated with a ticket. 1. Highlight a ticket in the View Tickets window, or open a Ticket window for which contact details are to be entered. 2. Choose the Contact tool bar button, or choose the Contact Details command from the Ticket menu. The Contact Details dialog box displays. Any contact information previously entered for the selected ticket will also display. 3. Enter or modify the contact information to be associated with the selected ticket. The fields in this dialog box correspond to a Company ID. o Select an existing Company ID to automatically fill in the address and phone information that has been defined for the selected Company ID. o Enter new company information (new Company ID, address and phone) to create a new Company ID. o Modify the field data to update the Company ID information. All fields are optional. NOTE: The Company ID field is linked to the Account ID entered in the Ticket window. For example, assume that the "Blue Ribbon" account is set up with "Blue Ribbon-NY" as its Company ID. In this case, when "Blue Ribbon" is entered in the Account ID field in the Ticket window, all contact information for "Blue Ribbon-NY" will automatically display in the ticket's associated Contact Details dialog box. 4. Choose the Save button. If you have made changes to existing Company ID information, you are prompted to save the modified information to the Company ID. Choose the Yes button to save the changes, or choose the No button to cancel any changes you have made. NOTE: Choosing the Yes button in response to this prompt will update the contact details information for the Company ID. The contact details for all new and existing tickets will reflect the updated information. 6.3.5 Editing Dates Throughout LSC, there are several places where the user is able to enter or edit a date. In every date field, a pop-up dialog box can be displayed by double clicking in the field. These date fields include: o the Ticket window's "Opened On" and "Closed On" fields o the Add Action and Edit Action dialog box "Date" field o the Filter Ticket List dialog box "Open Tickets From/To" and "Closed Tickets From/To" fields 6.3.6 Scrolling to a New Date or Time Every date and time field has "spin" buttons that can be used to change the value entered in the field. These spin buttons look similar to scroll buttons and are useful when you want to change the existing value to one that is already close to the desired value. For example, if "1994/01/15" is entered in the date field, click on "1994", and then choose the up scroll button to quickly change the date to "1995/01/15." Remember, first click on the part of the value to be changed (e.g., year/month/day or hour/minute), and then choose the desired spin direction (either up or down). 6.3.7 Moving to a New Date Double clicking in a date field displays a calendar. If there is a date value in the field when you double click, then that date will be reflected in the dialog box. Use the following procedure to change a date value using the calendar. 1. Double click in the Date field. The calendar displays. 2. Modify the Year, Month or Day. o To modify the year value, choose the left or right arrow buttons next to the year date. o To modify the month value, choose the left or right arrow buttons next to the indicated month. o To modify the date, choose a new date by clicking on a new date number. 3. Choose the OK button. The calendar closes, and the selected date value is entered into the Date field. 6.4 Investigating LAN Support Center provides the capability for extensively tracking and managing various types of events. In some instances, investigation may be required to obtain additional information to resolve a problem or handle a support call. LSC lets you smart-launch into other McAfee applications installed on your network to take advantage of the applications' network management capabilities. The McAfee products accessible from within LSC are: o McAfee Fusion - McAfee's software management solution which integrates SiteMeter software metering with LAN Automatic Inventory asset management and adds software distribution capabilities. o SiteMeter Administration - McAfee's software metering and virus protection program which maximizes the legal and productive use of your software. o SiteMeter Usage Monitor - SiteMeter's Usage Monitor which displays information regarding an application's current use. o SiteMeter Reports - SiteMeter's Reporting module which lets you generate reports containing information regarding software metering and the virus protection established for your network. o LAN Automatic Inventory - McAfee's asset management program which collects and manages detailed inventory data for your local area network(s). (Workstation hardware and software configuration information can be accessed to help troubleshoot problems.) o NETremote+ - McAfee's remote control program which enables control over another user's workstation for the purpose of performing diagnostics. NOTES: a - For detailed information on the individual McAfee products, refer to the documentation provided in each product package. b - The Investigate option requires that a search path be established to all of the McAfee products. 6.4.1 Smart-Launching Use the following procedure to smart-launch into another McAfee application. 1. Choose the LSC Investigate tool bar button. You can also choose the Investigate command from the Ticket menu. In either case, the Smart-Launch McAfee Applications dialog box displays. Only the applications that are in your search path are accessible from the Smart-Launch dialog box. All other application options are disabled. The Context area of the Smart-Launch dialog box displays the username and network address of the currently open and active LSC Ticket window. The Username is obtained from the ticket's First Name field, and the Station Address is obtained from the ticket's Network Address field. 2. Select a McAfee application, and choose the OK button. The selected application launches, as follows: o BrightWorks - BrightWorks is launched and displays the administration console. Use the BrightWorks console to perform software metering, asset management and software distribution. o SiteMeter Administration - SiteMeter is launched and displays the administration console. Use the SiteMeter console to investigate software usage activity and detect corrupted files. o SiteMeter Usage Monitor - SiteMeter is launched and displays the SiteMeter Usage Monitor for the file server associated with the Network Address in the currently active LSC Ticket window. If the active Ticket window does not contain the network address of a server, then the SiteMeter administration console displays. Use the SiteMeter Usage Monitor to see which users are using which applications. o SiteMeter Reports - The SiteMeter reporting module displays in a DOS box. Use SiteMeter Reports to generate reports with information regarding software metering and the virus protection established for your network. o LAN Inventory - LAN Inventory is launched and displays the inventory details associated with the First Name and Network Address fields in the currently active LSC Ticket window. Use LI to investigate the hardware and software configuration of a workstation to determine the cause of a problem. o NetRemote - NetRemote is launched and positioned to call the workstation associated with the Network Address in the currently active LSC Ticket window. Use NetRemote to take control over a workstation experiencing problems. 3. Use the McAfee application to investigate the problem. For instructions on using the application, refer to the manual included in each product package. 4. Exit the application. For instructions on exiting the application, refer to the manual included in each product package. Upon exiting the application, you are returned to LSC. This ends the chapter on creating and maintaining LSC work tickets. Refer to the next chapter for procedures on viewing ticket data. 7.0 Viewing Ticket Data The previous chapter discussed the procedures for creating and managing ticket information. This chapter discusses the various methods available for viewing ticket information. 7.1 Introduction LAN Support Center provides various methods for viewing ticket information. An entire database of ticket information and the tickets' actions can be viewed via the View Tickets window; additionally, specific ticket information can be viewed via the Ticket window. (Refer to the overview of these windows in section 4.2.) To accommodate users who are responsible for working on a particular type of ticket, the information displayed in the View Tickets window can be filtered to display only the tickets matching specific filter criteria. For example, if Sue is only responsible for the tickets that have an URGENT priority, then Sue may only want those tickets to display in her View Tickets window. Similarly, if Anna is responsible for scheduling training classes, then Anna may only want to view the tickets which pertain to the Training Department. The various methods for managing the LSC ticket data display are discussed in this chapter. 7.1.1 What's in this Chapter The following chart describes the sections in this chapter: SECTION DESCRIPTION Filtering the View Tickets Provides procedures for applying filter Window Display criteria against the View Tickets window. Sorting the View Tickets Provides procedures for defining the order Window Display in which the tickets are listed in the View Tickets window. Custom Ticket Views Provides procedures for creating customized views of the information which displays in the View Tickets window. Ticket Databases Provides procedures for viewing either the current ticket database or an historical ticket database. 7.2 Filtering the View Tickets Window Display Applying filter criteria to the View Tickets window causes LSC to display only those tickets that match the defined filter information. When no filter criteria is defined, all tickets in the LSC database are listed in the View Tickets window. 7.2.1 Filtering the Ticket List Use the following procedure to define filter criteria and narrow down the number of tickets that display in the View Tickets window. Filter criteria can be applied to the current and historical ticket databases. 1. Choose the View tool bar button to display the View Tickets window. The View Tickets window must be open to define filter criteria. 2. Choose the Filter tool bar button. You can also choose the Filter command from the View menu. The Filter Ticket List dialog box displays. If filter criteria have already been applied to the View Tickets window, then the defined criteria will display in the Filter Ticket List dialog box. NOTE: If your LSC database labels have been modified, the field names and definitions for your Filter Ticket List dialog box will be different. For more information on labeling, refer to the discussion in section 5.2. 3. Define the filter criteria. Many of the fields in the Filter Ticket List dialog box are identical to the fields in the Ticket window. For example, entering KELLY in the First Name field of the Filter Ticket List dialog box will instruct LSC to include all tickets that have KELLY in the First Name field of the Ticket window. Similarly, many fields have drop-down lists from which items can be selected. For example, choosing the Product Category field's drop-down list displays a list of entries that have been defined for the Product Category qualification list. Clicking on an entry in the drop-down list places the chosen entry in the selected field. FIELD DESCRIPTION CORRESPONDING FIELD LOCATION Account ID From the drop-down list, Add/Edit Account one Account ID. dialog box; Ticket window Ticket # Enter a specific ticket number. Ticket window title bar First Name From the drop-down list, select Ticket window one first name. Last Name From the drop-down list, select Ticket window one last name. Department From the drop-down list, select Ticket window one department. Phone Enter a specific phone number. Ticket window Assigned to From the drop-down list, select one Ticket window staff member to whom tickets were assigned. Issue Type From the drop-down list, select one Ticket window ticket issue type. Action Code From the drop-down list, select one Add/Edit Action action code. dialog box Network Address From the drop-down list, select one Ticket window network address. Problem Type From the drop-down list, select one Ticket window problem type. Product From the drop-down list, select one Ticket window Category product category. Cross Reference Enter specific cross reference Ticket window information. Company ID From the drop-down list, select one Add/Edit Company; company ID. Contact Details dialog box Priority Place a checkmark in the priorities Ticket window to be included in the filtered view. (At least one Priority must be selected.) Keyword search Enter a word or phrase to use in a Ticket window in Problem context sensitive search in the Description Problem Description field of the Ticket window. Wildcards searches cannot be performed. Keyword search Enter a word or phrase to use in a Add/Edit Action in Action context sensitive search in the dialog box Description Description field of the Add/Edit Action dialog box. Wildcards searches cannot be performed. Open Tickets Enter an optional date range to Ticket window From/To restrict the number of tickets which (tickets having an apply. (Refer to section 6.3.5 for Open Status) procedures on editing date values.) Closed Tickets Enter an optional date range to Ticket window From/To restrict the number of tickets which (tickets having a apply. (Refer to section 6.3.5 for Closed Status) procedures on editing date values.) NOTES ON THE FILTER TICKET LIST DIALOG BOX: a - The <All> entry causes the field to be ignored in the filter definition. b - The <Blank> entry includes those tickets having blank corresponding fields. c - Wildcards are not allowed in any of the filtered fields. d - When entering a date range, the To date must be equal to or later than the From date. e - At least one Priority must be selected. 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. 7.3 Sorting the View Tickets Window Display Defining a sort order for the tickets in the View Tickets window instructs LSC to list the tickets according to a new sort order method. Depending on the selected sort order, up to three sort criteria can be defined. For example, if the primary sort key is defined as Assigned To, then the tickets can be further sorted according to Priority and then Problem Type. NOTES: a - Sorting by Priority will result in the tickets appearing in the following order: URGENT, IMPORTANT, NECESSARY, DESIRED. b - Sorting by Date will result in the tickets being listed in ascending date order (i.e., older dates are listed first). 7.3.1 Sorting the Ticket List Use the following procedure to define the sort order of the tickets in the View Tickets window. 1. Choose the View tool bar button to display the View Tickets window. The View Tickets window must be open to define a sort order. 2. Choose the Sort tool bar button. You can also choose the Sort command from the View menu. The Select Sort Criteria dialog box displays. If a sort order has already been applied to the View Tickets window, then the defined sort criteria will display in the Select Sort Criteria dialog box. NOTE: If your LSC database labels have been modified, the sort order names in your Select Sort Criteria dialog box will be different. For more information on labeling, refer the discussion in section 5.2. 3. Define the sort order. Each Sort # field has a drop-down list from which the sort criteria can be selected. Depending on the selected sort order, up to three sort criteria can be defined. The following table lists the fields that can be sorted and describes the sort result. SORTED FIELD SORT METHOD Assigned To Alphabetical - from A to Z Closed Date Numerical - increasing date order Department Alphabetical - from A to Z Issue Type Alphabetical - from A to Z Last Name Alphabetical - from A to Z Opened Date Numerical - increasing date order Priority Ordered according to: URGENT, IMPORTANT, NECESSARY, DESIRED Problem Type Alphabetical - from A to Z Product Alphabetical - from A to Z Category Ticket # Alphanumerically - from A to Z for the first three characters and then from 1 to xxx 4. Choose the OK button. The tickets in the View Tickets window are sorted according to the defined sort order. 7.4 Custom Ticket Views A custom ticket view is a cross section of the tickets in the LSC database. Custom ticket views selectively display tickets that meet specific filter criteria, and as a result, they narrow down the number of tickets that display in the View Tickets window. Creating a custom ticket view is identical to applying filter and sort criteria; however, a custom view is saved and can be added to the View menu. LSC provides several pre-defined ticket views which cannot be modified or deleted. Choosing the View menu displays the following pre-defined view options: o Opened Assigned Tickets by Date o Opened Assigned Tickets by Priority o All Opened Tickets by Date o All Opened Tickets by Priority o All Closed Tickets by Date o All Tickets by Date Choosing a view option filters the View Tickets window data and displays only those tickets that apply to the selected view option. LSC also allows users to create their own customized views of the ticket data. Ticket views are created by defining filter criteria and a sort order to be applied to the tickets listed in the View Tickets window. For example, assume that Karen only wants to view the tickets that have been assigned to her. Furthermore, Karen wants the tickets to be listed in ascending date order. In this case, Karen would define a filter which included only the tickets that have KRN in the 'Assigned To' Ticket window field (i.e., Karen's login initials), and she would specify 'Opened Date' as the primary sort order. Karen would then save her customized view as 'Karen's View." 7.4.1 Creating Custom Ticket Views Creating a custom ticket view narrows down the number of tickets that display in the View Tickets window, thereby, allowing the support staff to view only the tickets that pertain to them. The procedure for creating a custom ticket view incorporates the procedures for "Filtering the Ticket List" and "Sorting the Ticket List" discussed in sections 7.2 and 7.3.1 respectively. NOTE: To accommodate the limited length of a pop-up menu, the maximum number of custom views that can appear on the View menu is ten (10). Use the following procedure to create a custom ticket view. 1. Choose the Custom View Settings command from the Administration menu. The Custom View Settings dialog box displays. This dialog box lists any custom views that have already been defined. NOTE: Because the pre-defined LSC custom views cannot be edited or deleted, they are not listed in this dialog box. 2. To define a new custom view, choose the Add button. The Add View Name dialog box displays. 3. In the View Name field, type the name to be assigned to the new view. All typed characters are valid. The view name is automatically entered as uppercase. 4. To define the filter criteria for the new view, choose the Filter button. The Filter Ticket List dialog box displays. 5. Define the filter criteria, and choose the OK button. Detailed procedures for defining filter criteria are discussed in section 7.2. Upon pressing the OK button, you are returned to the Add View Name dialog box. 6. To define the sort order for the new view, choose the Sort button. The Select Sort Criteria dialog box displays. 7. Define the sort order, and choose the OK button. Detailed procedures for defining sort order are discussed in section 7.3.1. Upon pressing the OK button, you are returned to the Add View Name dialog box. 8. To include the new view name on the LSC View menu, check the Include on Menu option. Click in the option box to place a checkmark in the box and enable the option. Including the view name on the View menu allows for quick access to the view. NOTE: Selecting the Include on Menu option will cause the view name to display on all LSC users' View menus. 9. Choose the OK button. The new view is added to the list of views in the Custom View Settings dialog box. 7.4.2 Maintaining Custom Ticket Views Custom ticket views can be edited and/or deleted. Because support staff job responsibilities and requirements often change, the filter and sort criteria of the custom views may need to be modified. Use the following procedure to delete and/or modify custom ticket views. 1. Choose the Custom View Settings command from the Administration menu. The Custom View Settings dialog box displays listing the custom views that have been defined. 2. To delete a custom view, highlight the view name and choose the Delete button. A prompt displays asking you to confirm the delete action. Choose the Yes button to delete the selected view. (Choose the No button to cancel the delete action.) The custom view is deleted from LSC. The view name is removed from the list of views in the Custom View Settings dialog box, and it will no longer display on the View menu. 3. To edit custom view settings, highlight the custom view name and choose the Edit button. You can also double click on the view name to be edited. The Edit View Name dialog box displays. The name of the selected view is automatically entered into the View Name field. 4. Edit the view criteria. The View Name, Filter criteria, Sort order and Include on Menu definitions can be modified. a - To edit the view name, move the typing cursor into the View Name field and enter a new name for the custom view. (When the Edit View Name dialog box first displays, the entry in the View Name field is highlighted. Typing a new name will erase the highlighted name and enter the characters you type.) b - To edit the filter definition, choose the Filter button. The Filter Ticket List dialog box displays showing the view's defined filter criteria. Make any changes to the filter definition, and choose the OK button. c - To edit the sort order, choose the Sort button. The Select Sort Criteria dialog box displays showing the view's defined sort order. Make any changes to the sort order, and choose the OK button. d - To include/exclude the view name from the View menu, select/deselect the Include on Menu option. This option box toggles on and off when selected. 5. After all modifications are made, choose the OK button. You are returned to the Custom View Settings dialog box. Any changes to the view name are reflected in the View Names list. 6. To apply the edited view to the View Tickets window, choose the View button. The View Tickets window displays with the selected view. 7.5 Ticket Databases To facilitate efficient disk space usage, LSC lets you archive tickets. Based on any number of filtering criteria, tickets can be tagged and moved out of the current database file and into an "historical" database file. (The procedure for archiving tickets is discussed in detail in section 5.7.1.) Historical database files are not compressed, and therefore, support staff members can access tickets that are maintained in either the "current database" or an "historical database." The database used during the support staff's daily operation is the current database. New tickets are added to the current database, and open or active tickets are maintained in the current database. A historical database may be referenced for investigative or problem research purposes. The procedures for loading an historical database and the current database are discussed in this section. 7.5.1 Viewing Historical Tickets Use the following procedure to access the tickets maintained in an historical ticket database file. NOTES: a - Historical database files are created upon ticket archiving. Therefore, the following procedure can only be performed if you have already archived tickets. Refer to the discussion in section 5.7.1. b - LSC allows you to view either the current or a historical database. Before you switch from one to the other, you need to close all ticket windows to prevent database corruption. 1. Choose the Historical Tickets command from the View menu. The Choose Historical Database to View dialog box displays. 2. Make selections from the Directories and Drives lists to find the archived file to view. For example, choose the Drives down arrow button, and click on Drive G: to display the directories on drive G. Then click on a directory name to display the list of files it maintains. By default, *.ARC will display in the File Name field, thereby instructing LSC to list all files in the selected directory that have the extension *.ARC. You can modify this field entry if you have saved the historical file with a different extension (e.g., *.old). 3. Select a file from the File Name list. Click on a file name to enter the name into the File Name field. 4. To mark the historical file as Read Only, enable the Read Only option. Placing a checkmark in this field will prohibit any changes to be made to the tickets in the historical file. NOTE: To avoid inadvertently making changes to a historical database file, it is highly recommended that you mark the file as Read Only when selecting the historical file to be viewed. 5. Choose the OK button. The tickets in the selected historical database file are listed in the View Historical Tickets window. NOTE: The historical ticket information will display according to the currently defined filter criteria and sorting options. To view all tickets in the historical database file, make sure that filter criteria is not applied to the View Tickets window. 7.5.2 Viewing Current Tickets After viewing tickets in a historical database file, choose the Current Tickets command from the View menu to view the tickets in the current LSC database. The tickets in the current database will display in the View Tickets window. NOTES: a - The current ticket information will display according to the currently defined filter criteria and sorting options. To view all tickets in the current database file, make sure that filter criteria is not applied to the View Tickets window. b - LSC allows you to view either the current or a historical database. Before you switch from one to the other, you need to close all ticket windows to prevent database corruption. This ends the chapter on viewing ticket information. Refer to the next chapter for instructions on generating reports based on the ticket information being maintained by LSC. 8.0 LSC Reports The previous chapter explained the various methods available for viewing ticket information. This chapter discusses LSC's reporting module and presents instructions for generating reports based on the ticket information being maintained. 8.1 Introduction LSC is shipped with several pre-defined reports called "style sheets." The style sheets represent frequently requested reports which can also be customized to accommodate a specific need. By performing a "query," the information included in a report can be filtered according to virtually any combination of data values. For example, generating a report based on the All Tickets List by Date style sheet includes all tickets being maintained in the current LSC database. The information contained in the report can be filtered to include only the open tickets regarding printing problems specific to the Lotus spreadsheet. Queries can be saved and attached to any number of style sheets. In addition to customizing the pre-defined style sheets, reports that are created using the Crystal Reports software can be added into the LSC system. These added reports can be customized, renamed and/or deleted. NOTE: The Crystal Reports software is installed using the LSC install procedure. 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. The following chart describes the sections in this chapter: SECTION DESCRIPTION Using Pre-defined Report Style Provides the procedures for generating Sheets pre-defined reports and selecting an output option. Using Queries to Customize Provides the procedures for creating queries Reports to filter report data, applying queries to reports and saving the report under a new name. Adding New Reports Provides the procedures for adding and managing new reports. Sample Reports Describes the contents of the pre-defined LSC reports and provides an illustration of each report type. 8.2 Using Pre-defined Report Style Sheets The pre-defined style sheets supplied with LSC represent frequently requested reports. A pre-defined report can be generated "as is," or it can be customized by applying queries which further define the data to be included in the report. This section lists the procedures for generating the reports listed in the Choose Reports dialog box. (The procedures for creating, applying and managing queries are discussed in the next section of this chapter.) NOTES: a - The pre-defined LSC report style sheets cannot be renamed or deleted. b - If you have modified the LSC database labels, the report names listed in the Choose Report dialog box will reflect the current labels. 8.2.1 Printing Reports Use the following procedure to generate the reports listed in the Choose Reports dialog box. (Refer to the other sections in this chapter for procedures on customizing the reports.) 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. From the list of Report Names, select the report you want to generate. Your selection is highlighted. The default selection is the first report name in the list. 3. Select the report's destination. The following destinations are available: o Printer - Sends the report to the printer and uses the currently defined Printer Setup parameters. (Refer to section 5.8 for instructions on administering your print setup.) o Screen - Sends the report to a window on your screen. Use the scroll bars to scroll through the report contents. If desired, choose the Print Report command from the File menu to send the report to the printer. Double click on the control menu button in the report window to close the window when you are finished. o File - Sends the report to a file. When this option is selected, the File Format options become available. The format options are: - Text - output file is saved in ASCII format. - Comma Delimited - output file is saved in a comma delimited format in which commas are used to separate the fields. 4. Choose the OK button to initiate the creation of the report. A Printing dialog box displays indicating the status of the report generation. NOTES ON PRINTING: a - If the report is sent to a file, you are prompted to enter a file name. Enter the file name and destination, and choose the OK button. The Printing dialog box displays even if the report is being sent to a file. b - If the report is sent to the screen, the resulting report displays in a Crystal Reports dialog box. The buttons at the top of the dialog box 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. c - After a report has been sent to the screen, choose the Print Report command from the File menu to send the report to the printer. (The report window must be open or minimized for the command to work.) d - If the report is sent to the printer, a "background report" is automatically printed after the selected report. The background report lists the queries that have been applied to the selected report. e - Temporary files are created when reports are generated and routed to the screen or to a printer. As a result, if you have limited system resources (e.g., disk space or system memory), it is recommended that you apply a query to the report to narrow down the number of applicable records. Refer to the procedures in section 8.3 for instructions on applying a query to a report. f - You must be captured to a queue when printing on a network. 8.3 Using Queries to Customize Reports Queries can be defined and applied against a report to act as a filter for the data gathered from the LSC database. Queries can be saved and applied to any number of reports. This section lists the procedures for: o Applying a query to a report o Customizing report style sheets o Removing a query from a report o Creating a new query o Editing a query o Deleting a query 8.3.1 Applying a Query to a Report Use the procedure below to apply an existing query to a report. 1. Choose the Report tool bar button. The Choose Report dialog box displays. 2. From the list of Report Names, select the report to which you want to apply a query. Your selection is highlighted, and the Current Query field displays the name of the query currently applied to the selected report. NOTE: The <None> entry in the Current Query field indicates that no query is currently applied to the report. 3. Choose the Select button to the right of the Current Query field. The Select Query dialog box displays listing all queries. (Refer to section 8.3.4 for instructions on creating new queries if only the <None> entry appears in this list.) 4. Select the query name from the Available Queries list, and choose the Apply button. To select a query name, point to the query and click the left mouse button. Upon choosing the Apply button, the Select Query dialog box closes and the selected query name is placed into the Current Query field of the Choose Report dialog box. The LSC database records are sorted, and only the records that match the query's specified filter criteria will be included when the report is generated. NOTE: Before applying a query, make sure that the correct report name is highlighted in the Choose Report dialog box. 8.3.2 Customizing Report Style Sheets A pre-defined LSC report can be customized by first assigning a unique name to the report and then applying a query which filters the data to be included in the new report. NOTE: For instructions on using the Crystal Reports software to create new inventory and distribution reports, refer to Part Two of this manual. For instructions on incorporating the new Crystal reports into LSC, refer to section 8.4.1. Use the following procedure to customize a pre-defined style sheet. 1. From the list of Report Names in the Choose Report dialog box, select the report on which you want to base the new report. Select a report that consists of fields and data which are similar to the report to be created. 2. Choose the Add button in the Choose Report dialog box. The New Report dialog box displays. 3. Enter a new unique name in the Report Name field. The report name must be unique. 4. Select a file name to be associated with the new report. All report files in your LSC program directory are listed below the File Name field. Because the new report is to be based on the report selected in the Choose Report dialog box, click on the file name of the selected report. (The list of reports and their file names are provided in section 8.5.) For example, if you were customizing the Open Tickets by Date report, then you would select the OPNDATE.RPT file name. 5. Choose the OK button to save the new report information. The New Report dialog box closes. The new report name is added to the list of reports in the Choose Report dialog box. At this point, the new report contains the same information as the report on which it is based. Applying a query to the report will customize the data to be included in the new report. Refer to the procedure in section 8.3.1 entitled "Applying a Query to a Report." 8.3.3 Removing a Query from a Report Use the following procedure to remove a query from a report. 1. From the list of Report Names in the Choose Report dialog box, select the report for which you want to remove the query. Your selection is highlighted, and the Current Query field displays the name of the query currently applied to the selected report. 2. Choose the Select button to the right of the Current Query field. The Select Query dialog box displays. 3. Select the <None> query name, and choose the Apply button. The Select Query dialog box closes. The filter criteria is removed and all records that apply to the report will be included when the report is generated. 8.3.4 Creating a New Query Use the following procedure to create a new query. The procedure assumes that you have already chosen the Select button in the Choose Report dialog box to display the Select Query dialog box. 1. Choose the Add button in the Select Query dialog box. The Add Query dialog box displays. Press the <TAB> key to move from field to field within this dialog box. 2. Enter a Query Name and define a filter entry. The purpose of each filter entry is to narrow down the list of records to be included in a report. If more than one filter entry is defined, the entries are "linked" using either the AND or OR relationships. For example, assume the following two filter entries: Assign To = DAN Action Code = Callback If the entries are linked with the AND relationship, only the tickets that satisfy both criteria (i.e., all tickets assigned to Dan which have the callback action code) are included in the report definition. If the entries are linked with the OR relationship, the tickets that satisfy either criteria (i.e., all tickets assigned to Dan and all tickets with the callback action) are included in the report definition. For each filter entry, specify the following: o Query Name - Enter a query name up to 80 characters in length. o Component - Choose a component from the LSC database to use as the filter basis. Select a component from the drop-down list associated with this field (e.g., Action, Cross Reference, Ticket #). o Operator - Choose an operator from the drop-down list associated with this field (e.g., = - equal to, < - less than, <> - not equal to). o Description - If desired, choose a description of the component from the drop-down list associated with this field. The items which are included in this list depend on the selected component. For example, "Desired" and "Urgent" display as Descriptions if Priority is entered in the Component field; "True" and "False" display if Ticket Closed is entered in the Component field. o Query Link - Specify the relationship between the filter entries (e.g., Assigned To = DAN OR Action = Callback). The link options are AND and OR. NOTE: All filter entries in a query must have the same Query Link type (e.g., all entries will be linked by AND or all entries will be linked by OR). 3. Choose the Insert button to accept the filter entry definition. The entry is added to the Current Query list in the Edit Query dialog box. 4. If required, insert additional filter entries. Repeat steps #2 and #3 above. NOTE: To add a filter entry between existing entries, first highlight the filter entry line in the Current Query list where you want the new entry to be placed. The new defined entry is placed in the highlighted position. 5. When all filter entries are defined, choose the Save button. The query is saved and added to the Available Queries list in the Select Query dialog box. The new query can now be applied to a report. 8.3.5 Editing a Query Use the following procedure to edit the definition of an existing query. The procedure assumes that you have already chosen the Select button in the Choose Report dialog box to display the Select Query dialog box. 1. Select a query from the Select Query dialog box, and choose the Edit button. The Edit Query dialog box displays showing the query's filter entries. 2. Modify the information, and choose the Save button. For instructions on modifying the filter entries, follow the procedure above entitled "Creating a New Query." To delete a filter entry, highlight the entry in the Current Query List and choose the Delete button. NOTE: To add a filter entry between existing entries, first highlight the filter entry line in the Current Query List where you want the new entry to be placed. The new defined entry is placed in the highlighted position. 8.3.6 Deleting a Query Use the following procedure to delete an existing query. The procedure assumes that you have already chosen the Select button in the Choose Report dialog box to display the Select Query dialog box. 1. Select the query to be deleted from the Select Query dialog box, and choose the Delete button. A prompt displays asking you to verify the delete action. Choose the Yes button to delete the query. Choose No to cancel the delete action. The query is removed from the Available Queries list. NOTE: Queries that are currently applied to an LSC report can be deleted. 8.4 Adding New Reports Additional reports can be incorporated into LSC through the use of the Crystal Reports software. Queries can also be applied to the new reports, and once added, the reports can be renamed and/or deleted. NOTE: The Crystal Reports software is installed using the LSC install procedure. 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. 8.4.1 Adding Reports New reports that have been created using the Crystal Reports software can be added into LSC by using the following procedure. All report files (.RPT) must be located in the LSC program directory. Use the following procedure to add a new report into LSC. 1. Choose the Reports tool bar button. The Choose Report dialog box displays. 2. Choose the Add button. The New Report dialog box displays. 3. Enter the Report Name of the report to be added. The name entered in this field is the name that will display in the Choose Report dialog box. 4. Select the File Name, and choose the OK button. Select the .RPT file name to be added into LSC. (The .RPT files that display are located in the LSC program directory.) The selected file will be associated with the Report Name. 8.4.2 Renaming Added Reports Use the following procedure to rename a Crystal report that has been added into LSC. 1. Choose the Reports tool bar button. The Choose Report dialog box displays. 2. From the list of Report Names, select the report to be renamed and choose the Rename button. The Rename Report dialog box displays prompting you to enter a new report name. 3. Enter the new report name, and choose the OK button. The new report name displays in the Choose Report dialog box, and the old name is removed. All attributes of the old report are preserved in the renamed report (i.e., the report contents and applied query do not change). 8.4.3 Deleting Reports Use the following procedure to delete a Crystal report that has been added into LSC. NOTE: A pre-defined LSC report style sheet cannot be deleted; however, a report that was created using the Crystal Reports software and then added into LSC can be deleted. 1. Choose the Reports tool bar button. The Choose Report dialog box displays. 2. From the list of Report Names, select the report to be deleted and choose the Delete button. A prompt displays asking you to confirm the deletion. 3. Choose the Yes button to delete the report. Choose the No button to cancel the delete action. If deleted, the report name is removed from the Choose Report dialog box. 8.5 Sample Reports There are several categories of pre-defined reports included with LSC. This section discusses the types of report categories and provides a sample window which illustrates the report contents. NOTE: If you have modified the LSC database labels, the report names and fields will reflect the current labels. The report categories include: o All Ticket Listings o Averaging Reports o Client Listings o Closed Ticket Listings o Open Ticket Listings o Miscellaneous Reports 8.5.1 All Ticket Listings The reports in this category include: REPORT NAME FILE NAME All Tickets by Account ID ALLACCT.RPT All Tickets by Assigned To ALLSTAFF.RPT All Tickets by Date ALLDATE.RPT All Tickets by Department ALLDEPT.RPT All Tickets by Priority ALLPRIOY.RPT All Tickets by Problem Type ALLPBTYP.RPT Each report is primarily categorized by the label in its name (e.g., by account ID, by date or by priority). All tickets are then listed in ascending ticket number order. 8.5.2 Averaging Reports The reports in this category include: REPORT NAME FILE NAME Average Initial Response Time by Assigned To AINITSTF.RPT Average Initial Response Time by Problem Type AVEINIT.RPT Average Time to Close by Assigned To AVESTAFF.RPT Average Time to Close by Problem Type AVEPBTYP.RPT Both Average Initial Response reports indicate the average time required for an initial action to be performed for a ticket. The Average Time to Close reports indicate the average time required for the tickets to be closed. 8.5.3 Client Listings The reports in this category include: REPORT NAME FILE NAME Client Listing by Department CLEDEPT.RPT Client Listing by Name CLENAME.RPT Each report lists the detail information for the contact names assigned to an account. 8.5.4 Closed Ticket Listings The reports in this category include: REPORT NAME FILE NAME Closed Tickets by Assigned To CLSSTAFF.RPT Closed Tickets by Date CLSDATE.RPT Closed Tickets by Department CLSDEPT.RPT Closed Tickets by Priority CLSPRIOY.RPT Closed Tickets by Problem Type CLSPBTYP.RPT Each report is primarily categorized by the label in its name (e.g., by date, by department or by priority). All closed tickets are then listed in ascending ticket number order. 8.5.5 Open Ticket Listings The reports in this category include: REPORT NAME FILE NAME Open Tickets by Assigned To OPNSTAFF.RPT Open Tickets by Date OPNDATE.RPT Open Tickets by Department OPNDEPT.RPT Open Tickets by Priority OPNNPRIOY.RPT Open Tickets by Problem Type OPNPBTYP.RPT Each report is primarily categorized by the label in its name (e.g., by date, by department or by priority). All open tickets are then listed in ascending ticket number order. 8.5.6 Miscellaneous Reports The reports in this category include: REPORT NAME FILE NAME DESCRIPTION Daily Action Listing by Person ACTLIST.RPT Categorized by LSC staff member and then by ticket action code. Monthly Statistics by Problem MONPBTYP.RPT Categorized by problem type; Type lists statistics for the current month. Monthly Ticket Load Statistics MONTCKT.RPT Categorized by problem type; by Problem Type lists the number of new, opened and closed tickets for the current month. Ticket Details TCKETDET.RPT Lists the details for each ticket. Each ticket detail is listed on its own page. Use the buttons at the top of the report window to scroll through the list.