PC Plus SuperCD (UK) 1995 September/Image.iso/asksam2/helpdesk.ask

askSam Database | 1995-05-24 | 8.2 KB | 160 lines

askWiS
Arial
Phone:
Date: ^D
At: ^T
Technician:
Type:
Product:
Problem:
Solution:
 Sample_Files:
    Done: NO
Callback_Date:
Total_Time:
Tech Stats
^CHelpdesk Statistics
from ^D
^L================================================================================
^Body
Technician:GS
Product:
XTotal_Time:T0
^C^G1 Calls
@^G1 Time spent (minutes):
__________________________________________________________________________________
^G2 Total Calls
:^G2 Total Time (minutes):
^.{CAP VAL ALL SKI 0 FIE :
{SORT :[ Technician: :[ Product: :[ Date:}
Search
^.{CAP VAL ALL SKI 0 FIE :
""Enter a word or phrase (or choose OK to view all entries)."
{NOT} @@SAMPLE_DOC@@
Today's Callbacks
^CCallback List
from ^D
^L================================================================================
^Body
Technician:GS
Call Who: at Phone:
!Callback_Date:
Product:
^.{CAP VAL ALL SKI 1 FIE :
{COU} Callback_Date: > 0
{CAL} Callback_Date: <= []
NO {VIC Done:}
{SORT :C[ Callback_Date: :[ Product:}
Product Stats
^CProduct Statistics
from ^D
^L================================================================================
Product:G
 Total Inqueries:    ^C
^.{CAP VAL ALL SKI 0 FIE :
{SORT :[ Product:}
Helpdesk File
Search
Instructions
Instructions
Helpdesk File
Add  Search
Run a Report  Pack this File
Double click on the green underlined texts. This screen is the first Document in your database.
You can return to it at any time by pressing ALT+HOME.
Instructions...
  Exit this file
=====
INTRODUCTION
=====
The Helpdesk File helps you manage support requests in your organization.
The Helpdesk
database lets you record the problems and solutions you encounter and helps you build a
knowledgebase at your organization.
You can use this file as it is, or you can modify it. Change the structure of the file, modify the
pre-defined reports, or create new reports. With askSam you are free to work the way you
choose.
===== INSTRUCTIONS =====
To Modify the Helpdesk Entry Form
(optional)
The Helpdesk Template contains a predefined form for your inquiries. You can modify this form
to suit your special needs.
1. Choose EDIT -> ENTRY FORM. You can add, delete, or reposition fields in the Entry Form.
You can change the font, color, or size of the text in the Entry Form. When positioning fields,
use the Space Key. Do not insert tabs.
2. Choose EDIT -> ENTRY FORM (or press CTRL+S) and select the YES button to save the
modified Entry Form.
Note - If you Delete or Change the names of existing fields, you may have to edit the pre-
Helpdesk File
Instructions
Helpdesk File/
defined reports.
Fields in the Entry Form
The following is a list of fields in the Entry Form we prepared, and an example of how they
could be filled out -
Who Joe Darby
Phone [phone]
Date 08-17-94
At 11:50 PM
Technician WG
Type Phone
Product askSam for Windows 2.0
Problem How can you distribute information in askSam format?
Solution Read-Only runtime license are available. The user can then
create any database and supply it with an askSam Read-Only runtime.
 Sample_Files NONE
    Done NO
Callback_Date NO
Total_Time 10 minutes
To Enter a Support Call/Fax/Letter
1. Double Click on the "Add" Hypertext Link (or press F5). A new document containing your
Entry Form will appear. Your cursor automatically jumps to the first field where information is
to be entered.
Fill out the appropriate information.
2. Press ENTER, TAB, or the DOWN ARROW Key to move the cursor to the next field.
3. To add another address press F5 or choose DOCUMENT -> ADD W/ ENTRY FORM.
4. Save your data by choosing FILE -> SAVE or pressing CTRL+S.
To Search Your Helpdesk Database
Double Click on the "Search" Hypertext Link.
Search from the Command Line. Press the ESC Key to access the Command Line. Type the
word or words you wish to locate, and then press ENTER.
Note - The ACTIONS menu contains a variety of search options that you can use to search
elpdesk File-
your Helpdesk File.
Reports in the Helpdesk Template
To make it easy for you to organize your Helpdesk, we have included several reports in this
template. You can modify these reports or create new ones if you wish.
The Product Stats report totals the number of calls for each product, and gives you a total
number of calls.
The Search report lets you enter a word or phrase and retrieves the Document (or Documents)
that contain this word or phrase.
The Tech Stats totals the time spent and calls taken by each technician.
The Today's Callbacks report outputs a list of unresolved problems with callback dates less
than or equal to today's date.
You can run these reports by choosing TOOLS -> RUN REPORT and selecting the report you
want to run.
If a Report opens a second window, you can return to your original File by:
- Double Clicking on any line in the Report (you return to the Document containing the
information you clicked on).
- Closing the window containing the Report output. (Choose FILE
-> CLOSE or press
CTRL+F4.)
- Pressing CTRL+TAB to switch back to the previous window.
Note - If you delete or rename fields in the Entry Form, you may have to modify some of these
reports.
To Delete this Document
If you wish to delete this Document from your File (including the Hypertext Menu at the top of
the Document), choose DOCUMENT -> DELETE while this Document is displayed. After
Courier New
Wingdings
Arial
askSam
Times New Roman
askSam0001
!StdFileEditing
PBrush
0 0 41 41
askWiS
Arial
r New