QUAD Help Desk Client Server Edition 2006
Contents
1. Call Date 1s equal to the Current Date Query Wizard Operation Selection Select a query operation to perform on the selected field Call Date Quen Operations ls WOT Equal Ta ls Greater Than ls Less Than ls Greater Than or Equal To ls Less Than or Equal To ls Between ls Not Between ls This Day of Week n ls This Day of Month nn ls This Month nn Is This Year nninn Value Entry Review and Group Ordinarily you would choose the first option to search for a Constant Value In the case of date formatted fields you could then use the popup calendar to select the date for comparison In other cases you might want to search another field For example if you wanted to filter the browse where the Call was completed the same date it was received you might compare the Call Date field to the Complete Date field In this case we will use an expression today You click the button to get to the expression builder shown below Expression Builder mT X HOOGA OURO EE BOW edGIhal categories Z Data and function names Application Data All Functions Math amp Trig Functions Text Functions Date amp Time Functions ox Other Functions Constants TODAY Returns the operating system date as a standard date You can add a Note about a query as have done in this case 2006 Dennis Baggott and Sons QUAD Help Desk Client Server 2006 19 Call Date2. d Server type Database Engine Authentication SOL Server Authentication Remember password fi om Fane If you already have one of these versions installed the next step is to create a database for my examples will call it QUADHDCS you right click on the Databases branch of the tree and choose New Database New Database Attach Restore Database Restore Files and Filegroups l Refresh Server OBE Replication Management 2006 Dennis Baggott and Sons Introduction 7 Database name quadhdes Owner Database files Logical Hame File Type Filegroup quadhdcs Data PRIMARY quadhdcs log Log Not Applicable By 10 percent unrestricted growth above have given the database a name and click OK You may then have to press the F5 key to refresh the database list and then load the sql file provided in the quadcs zip file and execute it with your newly created database selected File Edit View Query Tools Window Community He ay Hy quadhdes r f Execute w Notice have the database created selected in the drop down list One have the sql file loaded click the execute button to run the script When you have the sql file loaded you should see something like below 2006 Dennis Baggott and Sons QUAD Help Desk Client Server Edition 2006 CREATE TABLE dbo Callers i CALLERID int IDENTITY 1 1 NOT
3. 2006 Dennis Baggott and Sons Introduction 9 You can now close the Studio Express window and you should now have the information you need to edit the quadcs ini file and when this is correct you should be able to run the setup for QUAD Help Desk Client Server Edition 2006 and launch the program from the created icon NOTE be sure your ini file is correct or you the program will not be able to connect to the database Also remember the database tables are at this point empty You will want to start by adding data for the lookup tables then add or import callers and so on The zip file includes an ini file named quadcs ini this file will also be installed to the client workstation s windows directory during installation You will want to at least run the setup once even if you plan on having all client computers with a shortcut to the exe in a shared folder on your server All the required files for running QUAD CS 2006 will go in the directory you specify except for the ini file which needs to go in the workstation s windows directory TIP The windows directory is not always c windows you can check the setting by typing set and pressing enter at a dos prompt You will need to edit the quadcs ini with the items above for your installation The database connection uses the quadcs ini file when the program is launched to get the database connected if the information in the ini file is not correct you may get
4. F Import Calls Choose Data Source Cocallzample xls Source tables fields Call Time Caller Organization Subject Call Details Type Category status Due Date Due Time cinner Tr Microsoft Excel Driver xl e Fields in your query ID Sheet f Call Date Sheet f Call Time Sheet f Caller Sheet Organization Sheet Subject Sheet Call Details Sheet Type Sheet Category Sheet f Status Sheet f Due Date Sheet F Due Time Sheet F Assigned To Sheet f Priore Sheet F When I click the Next button then match my fields from the spreadsheet to my calls table You can drag and drop fields one by one click the arrow with the sign to let the program try and match fields and then manually match any other fields Choose output columns Fields in your query Output columns Call Date Call Date Sheet f A Call Time Sheet f P _ Call Date Sheet Caller Sheet f F Call Time J Organization Sheet L Call Time Sheet Subject Sheet f F Caller Call Details Sheet L Caller Sheet Type Sheet f F Organization gt Category Sheet f Organization Sheet status Sheet f Email Due Date Sheet f Phone Due Time Sheet r Call Type Assigned To Sheet Type Sheet f Priorty Sheet f F Taken By Toh tian Sheet Le Taken Ase Sheet F a 4 ALL DISTINCT 2006 Dennis Baggott and S
5. User s Manual 2006 Dennis Baggott and Sons QUAD Help Desk Client Server Edition 2006 1 1 Introduction Overview The QUAD comes from QUick And Dirty The standard edition when first released really was a Quick and Dirty Help Desk solution for those wanting an affordable easy to use program for recording updating and reporting on Callers and Calls from those callers The standard edition of QUAD Help Desk proved to be quite popular and continues to work well for many organizations However even though QUAD Help Desk was multi user capable at no additional charge began receiving requests for a variation of the program Some people wanted the ability to limit staff members to viewing and updating only calls they received or were assigned In response to these emails developed QUAD Help Desk Professional Edition Still very easy to use the Pro Edition added user and procedure security The pro edition allows the manager of a small staff to view and update all calls while the staff were limited to viewing and updating calls assigned to them The Pro Edition also included the ability for automatic updating of the browse calls screens so that the manager could sit and watch the status of calls change new calls being entered in the database and so on without any delay Some of the people that wrote me wanting the user and procedure security settings indicated they wanted to really restrict their staff The
6. w Changing a Calls Record Es Call Information Notes about this Call This field can be used to record any additional notes about a call from a caller Complete 2006 Dennis Baggott and Sons QUAD Help Desk Client Server 2006 31 2 12 2 13 Reports There are really a few ways to get information out of the database If you use Microsoft Excel you can quickly export all information in a browse screen by clicking the Output All to Excel button Under the Utilities menu have provided options to let you create reusable Excel Spreadsheet formats for Calls Callers and FAQs Once created you can recall these saved spreadsheet formats at any time and apply a filter with the query wizard if you like then open with Microsoft Excel or save in other formats The browse screens for Calls and Callers also have a Print button to let you create a Quick and Dirty one page report of the selected record The update screens have a Print button as well but this works sort of like a Print Screen You will have to see which works best for you Finally while have provided a few sample list style reports you can also use the Custom Report Wizard to create and save your own reports You can choose your own column headings and more easily An additional help file is installed on the program group about the Report Wizard Browse FAQs This screen is used to view frequently asked questions A Query button will call
7. Select I a Close The first step is to choose the fields you want to include ore remove and use the up and down arrow to rearrange column order Modify View Format Caller renamed to Employee Define the Column Layout Select from the Available fields those fields pou wish to display When the wizard i finished the selected fields will appear in columns from left to right Available felda Show these fields in this order Call Date Call Time Department Status Priority Employee Call Details Complete D ate Complete Time Completed By Sort Order Solution Notes Choose a column and click the Advanced button and you can rename the Column header The next button will let you choose the sort order 2006 Dennis Baggott and Sons 14 QUAD Help Desk Client Server Edition 2006 Modify View Format Caller renamed to Employee Select a Sort Order for the View Tou may select from a predefined sort order or create a custom sort order of your own Custom sort orders should only be used when accessing a limited amount of data or when defining the sort order for a report or other output Use the Default Sort Order Select a Predefined Sort Order fastest Define Your Own Custom Sort Order slowest Define Sort Order Sort Order ee arr acer Call Date gt Organization Notes In the example above chose to Define a Sort Order which includes tw
8. Print Setup Exit This menu option displays several menu choices Call Types Call Status Call Priority Organizations and the Staff Member Table Call Types Call Status Call Priority Organizations Stall Members Table 2006 Dennis Baggott and Sons 12 QUAD Help Desk Client Server Edition 2006 2 2 Depending on your needs you may or may not use the Organizations table It may be that you will be using the program for internal support within your organization and so you may find it useful to use this field for Departments You may however be recording calls from consumers not part of any organization so you may not use the Organization table at all Still the operation of the organizations lookup table browse update form is the same as the other tables Now that you have an idea of how the program works move on to looking at caller information Then you will want to read about call information View Wizard The Calls and Caller browse screens allow you to create custom views of your data This is just the order of columns you can choose to hide certain columns and using the Advanced button you can rename a column heading Unlike just clicking on column headers or dragging and dropping columns you Can save your views and recall them whenever you want There may be sometimes you want a particular order and display on the browse screen with maybe only a few displayed columns and other time
9. SOH2006 FAB2006 Onder Status TA S2006 FI02006 Onder Status Onder Status TNS2006 Information m Copies Call Details This is a Sample This is a sample call detail record of a sample call This i a Sample call details record Sample call fram a sample caller Anoiher sample call Wr Customer called about his onder He has not recewed il yel even though he ordered it yesterday just before 5 00 FM This if a Sample call record While some may anhy deal with extemtal customers AANE Pris aA Sten iF status Complete Acting Complete Piei Mew Complete Response Handled ihe call Sample Solution Contacted shipping and racening found out the order should anne by S000 FM today and notified ire customer iy return phone tall Ex Complete Cat 042008 ogzi 202006 1 pages 15 0Kb Notice the button at the far right after the Step setting for zoom This will allow you to save the report as a PDF file hope you will find the Report Wizard easy to use An additional help file on the report wizard is installed on the program group Browse Callers This screen is used to view Caller Information in rows and columns like a spreadsheet Browse the Caller File pmm Caller Information 10 CALLERNAME 1 Sam Ficaller ORGANIZATION PHONE Sample Organization EE 0 335353 samplecallengysamplecompany com N Define Views FAX ADDRES 101 Eas
10. Help Desk Client Server Edition 2006 if any will be looked up and filled in from the Callers table What This is a new caller and you haven t set the caller record up yet No problem when you type in a caller name that is not found in the list the update caller will be displayed so you add the caller details on the fly In addition to the Caller Name the only other required field on this screen is the Caller Details However you may find it helpful to also record the Call Type which can be selected from the drop down list The Priority will default to Normal however you can change this if needed selecting a value from the drop down list Now if you don t have an immediate answer to this call you may want to enter something to that effect in the Solution field then skip down to the Status field and change it from New to Active or In Process or Assigned or whatever you like However if you are able to complete the call as you enter it click the Complete button This will automatically fill in the Complete Date with the Current Date and the Complete Time with the current time and will change the Status to Complete If using the version with User and Procedure Security this will be filled in too based on your current login name Another tab on this screen will let you add any additional notes you may want to record about this call Finally notice there is a Print button This will create something like a screen shot but with
11. NULL CALLERNANE char 32 NULL ORGANIZATION char 35 NULL PHONE char 26 NULL EMAIL char 65 NULL FAX char 26 NULL ADDRESS char 55 NULL CITY char 32 NULL ST char i5 NULL ZIF char i12 NULL NOTES varchar 4999 NULL CONSTRAINT PEK Callers PRIMARY KEY CLUSTERED CALLERID asc WITH PaD INDEX OFF IGNORE DUP KEY OFF ON PRIMARY CONSTRAINT IX CallerID UNIQUE NONCLUSTERED CALLERID 48C WITH PAD INDEX OFF IGNORE DUP KEY OFF ON PRIMARY CONSTRAINT IX CallerName UNIQUE NONCLUSTERED CALLERNAME ASC I WITH PAD INDEX OFF IGNORE DUP REY OFF OW PRIMARY ON PRIMARY END After executing the script you can expand the Tables section of the tree and should see something like the below you may have to refresh the screen T quadhdcs Database Diagrams Tables Ca System Tables dbo Callers dbo Calls dbo CallTypes dbo Fags dbo Orgs dbo Priority dbo StaffMembers dbo status H Ee E oe eB Bo Be fg This will create the tables need to run QUAD Help desk Client Server 2006 You may want to create a user login with dbo rights for that database rather than use the SA account but you will need to have the following information available 1 Your server name or IP address and instance name 2 The name of the database you created and ran the sql script on 3 User id and password
12. call assigned to them they won t have to do the work All you need to do is for the Update procedure make the Delete Access level higher than their user access level say 3 as below The Delete function will then not be available to them You however may have a much higher level higher than any of the Procedure security levels That s fine you will never be denied access to any part of the program NOTE It is not enough to be setup as an Administrator The administrator option just means you can access the user and procedure functions if your access level is lower than a procedure requires you will have access denied But since you are an Administrator you can decrease the procedure access level or increase your user security access level Also note that if you set up a user as View only it doesn t matter if they have a higher access level for a procedure or not they won t be able to do anything but view records 2006 Dennis Baggott and Sons QUAD Help Desk Client Server 2006 security Procedure Hame FaqDetailsS elected FAG List ImportCallers ImportCalls Main ReportPreview UpdateCall Category UpdateCaller UpdateCallerT ype UpdateCalls UpdateCallT ypes U UpdateO ngs UpdatePriority Updates tatus Description ACCESS Print Faqs FAG List Import Callers Import Calls Main Menu for QUAD Help Desk Update the CallCategory File Update the Caller File Update the Callerl ype File Update the
13. in the Person name field is used to populate the drop down boxes for taken by assigned to and completed by If using the version with User and Procedure Security the Person Name field must be the same as the User Name Display Name field in the User Security setup However if you are not using the version with user logins the Person Name is still used to provide the values for the Taken By Assigned To and Completed By drop downs 2006 Dennis Baggott and Sons QUAD Help Desk Client Server 2006 33 2 16 a Browse the Staff Members File Person Name Web Login admin admin ke PI cam gt Update Staff Members This screen is used to update staff member information The only required field is the Person Name and this is used to populate drop down list boxes for the Taken By Assigned To and Completed By fields The other fields are optional am still debating providing a web interface for this program This may be free to registered licensed users or may be made available as a separate purchase If you are interested in a web interface would use Microsoft IIS as the web server and consist of asp and html pages please email me at dbandsons aol com really do appreciate input from both customers and potential customers a Staff Member Record Will Be Changed x Person Person Hame Web Login Name web Password Security Level While you may use whatever you like for th
14. include a column in the report if you want to use it for sorting or grouping 2006 Dennis Baggott and Sons QUAD Help Desk Client Server Edition 2006 Modify Report Format Calls by Customer Define the Report Column Layout Select from the Available fields those fields you wish to print in the report The 74 fields will be printed fram left to right in your report Available felds Show these fields in this order Assigned To Add gt ID Call Time Call Date F Call Type Complete Time EAAS Call Details Completed By E mail Address Notes Organization Friority Taken By Status Add Aow gt Complete Date Sort Order Report Options Hotes Advanced Tatal fit j fa F You can click the advanced button and choose a different name or heading for the column apply special formatting or change the column width amp Modify Column Layout Row 1 Column 6 Original Column Heading Solution Replacement Heading Response Width of Column in Characters E Approximate for Proportional Forts Column Color Apply to Column Heading Data Total Average Column Bold Applyto _ Column Heading Data Total Average Total You can choose a default sort order or use the sort designer 2006 Dennis Baggott and Sons QUAD Help Desk Client Server 2006 23 Sort Designer Sort Wiem By FF Caler wf Ascending La l Descen
15. let you edit the currently selected highlighted record and the Delete button will let you remove the selected record from the database A button is also provided to let you Print a quick report of the selected record Updating Call Information 2006 Dennis Baggott and Sons QUAD Help Desk Client Server 2006 27 2 9 Browse Calls Assigned to Me e Browse Calls Ass ened to Me call Date Call Time Caller amp 7 16 2006 12 20 PM Tough Customer Active High 7 7 16 2006 12 18PM Joe Salesmanager Complete Normal 7132006 4 08 PM Dennis Baggott Complete Normal 2 7 09 2006 Sample User Product Intormat I 7703 2006 4 46PM Sample User Complete High RMA Request id di d F FR Pi lt q Call Details Solution Mr Customer called to ask where his order was 7 16 2006 Referred to Jog Salesmanager claimed it was due at his place this morning You can use click on any column header to sort on that column or you can right click on a column header for a menu that will let you Hide or Show columns and sort in Ascending or Descending order You can also left click within a column and drag the column to move it left of right A better way of customizing the Browse View is to use the Define Views button to create a reusable View of your data or select a view you created previously You may also use that button to Copy or Delete views you have created This will let you choose which columns you want displayed an
16. the advantage of opening in the Report Previewer so you can either send it to the printer or create a PDF file of the call record Click OK to save the record and you will be returned to the browse screen you started from when you clicked Insert wi Changing a Calls Record Call Information Notes about this Call ID 10 Call Date 7 17 2006 Call Time 1 44 P i Taken By Admin wv Assigned Ww Caller Name Tough Customer ii Phone 999 1234 Organization Sample Organization Email toughcustomer sampleorg com Call Details Sample call details for a sample call Required fields will be highligheed in RED as you Tab through the fields on the screen Other fields will be highlighted in Yellow Call Type Customer Service Priority Solution Completion Info Complete Date Complete Time Completed By Status Active Complete Sg Print ox Cancel The Tab below is provided to let you record any notes you want to about this call 2006 Dennis Baggott and Sons QUAD Help Desk Client Server 2006 29 mi Changing a Calls Record Call Information Notes about this Call This field can be used to record any additional notes about a call from a caller 2 11 Update Calls Assigned To Me This screen is used to update calls when you are using the version of QUAD Help Desk Client Server Edition 2006 with user and procedure security Notice the differences between this screen and the Update All Call
17. which they should be displayed you can rename column headings After saving the spreadsheet layout when you select it you will have the option to use the Query Wizard to filter the results You will then be able to Edit of View the results immediately or save the data in Excel HTML ASCII csv or dbase III dbf format hope this will be useful to you A separate help file on the Spreadsheet Wizard is installed on the program group 2 5 Report Wizard The Report Wizard will allow you to create custom list style reports for ad hoc or repeated use and you may use the Query Wizard to filter the reports The first step is to click the New button The Copy button will let you make a copy of an existing report rather than starting from scratch The Modify button will let you change the highlighted report while the Rename button will let you change the name of the report note the name of the report will be printed as the title on the report The Delete button will let you delete the highlighted report and Info displays information about the report 2006 Dennis Baggott and Sons QUAD Help Desk Client Server 2006 21 d Custom Reports Copy Modify Rename Delete Info Select Close So after clicking the New button we first give the report a name ds New Report Enter a Name for the New Report Calle by Custome and then we choose the columns we want on the report NOTE You do not have to
18. wrote me for example that if a staff member could access the assigned to field when updating a call record some of them would be likely to assign a call they didn t want to some other staff member Imagine that The QUAD Help Desk Pro Edition does restrict the staff from being able to do that and depending on how you setup the procedure security they can be restricted from viewing caller information or being able to add or edit a caller record Recently had an email from a person who really liked the features in QUAD Help Desk Pro Edition but wanted to use a Microsoft SQL Server database on the back end have already developed a Client Server Edition of our popular IT Help Desk program the AccessAble Help Desk and have been contemplating a Client Server Edition of one of our other generic customer support programs Proactive Customer Support but decided to add a level to the QUAD Help Desk line of programs also have been using Microsoft SQL Server 2005 Express Edition and decided that would recommend Microsoft SQL Server 2005 or Microsoft SQL Server 2005 Express Edition for the back end database of QUAD Help Desk Client Server Edition 2006 In order to use QUAD Help Desk Client server you will need to already have one of these two back ends available to you am providing a script to create the database tables but you will need to be able to 1 create the database and 2 run the script to create the database structure using the pr
19. 1s equal to the Current Date Query Wizard Enter notes up to 255 characters long to describe this query or any Information that wou might find useful to associate with this item This query uses the Today expression to filter records to the current date use the checkbox to search using Absolute Values Field Selection Review and Group Finally you give the Query a name or can change the name if an existing query a Changing an Existing Query Guer Descriptor Enter a new description for the query or press OF to accept the existing description If you are comfortable enough to not use the Query Wizard you can even click the Manual button to enter a query by hand My example would look like this 2006 Dennis Baggott and Sons 20 QUAD Help Desk Client Server Edition 2006 Call Date 1s equal to the Current Date Query Wizard Manual Override Field List KAS CALS CallDate DATE TODAY Field Selection Operation Selection Value Entry hope you will find the Query Wizard and Quick Filter options easy to use An additional help file is installed on the program group for the Query Wizard 2 4 Spreadsheet Wizard While in most cases the button on the browse screen to output the data to Excel will be adequate have also provided under the Utility Menu options for creating reusable spreadsheet layouts These utilities allow you to choose the columns to be included the order in
20. All Calls File Update the CallT ypes File Update the Fags File Update the Orgs File Update the Priority File Update the Status File hI Pt Co om on co Acces Level Add Edit 45 BE Delete x 1 hd hi Mi Bee ot Pt Po Pt Pa Co Update Techs Update the Staff Members File Notice on the screen below you can change a description of a procedure and you can increase or decrease the Access Levels for a procedure Changing a Security Record Procedure Marne UpdatetyCalls Description Access Level Add Access Level Edit 4ccess Level Delete Access Level 2 21 Staff Chat This simple tool is to allow staff who have the program installed and have the Staff Chat window open to type messages to each other When more than one person is running this program on the LAN and have the Staff Chat window open a list of available chatters will be shown Each can type in a brief message and send this text to the other chatters have included this facility in some of my other programs but really haven t heard back to know if people are using this feature or not If your organization finds it useful would be glad to hear from you so can decide whether to include it in 2006 Dennis Baggott and Sons 46 QUAD Help Desk Client Server Edition 2006 3 1 3 2 future versions or not Lookup Tables There are several places in the program where provide a
21. PRO tps gsSEC tps and gsTRK tps if these files are not in the same folder as the exe and dll files the program will notify you security files are missing have provided default logins of admin and password of admin and staff with password of staff to get you started NOTE The password is CaSe Sensitive ADMIN is not the same as admin More information on user and procedure security is in this section of the help file NOTE All of my programs are provided as fully functional 30 day trial versions really don t want you to order one of my programs until you have tested it and found it meets your needs So when you first launch either version your will see first a window like the one below Reminder This program is not Free Ib is an evaluation version of copyrighted software IF you use it beyond the evaluation period you are expected to register it with the author Please check the program s documentation For details 2006 Dennis Baggott and Sons 10 QUAD Help Desk Client Server Edition 2006 1 3 Click the first button that says OK Later if you decide to buy a license you can click the Buy Now button or go to one of my web sites for ordering information The middle button is for use if you decide to buy a license You will receive a very long registration code via email The combination of your Register To name and the Registration Key will remove the trial limitation and you may use the sa
22. Tough Customer Sample Company PfeU2006 23 PM Tough Customer Sample Company mee O M w e MA oo Od 14 4a dee zm mT There are no update buttons on this screen so now close this screen and use one of the browse calls screen to view and edit the imported data as if had entered it myself rather than import it User Security The User Security Browse screen is shown below The first column is the User ID field This can be a number or combination of letters and numbers suggest keeping this simple to start with but it is up to you the User Name is also known as a Display Name When the User ID is typed in during login if the user exists the Display Name will be shown The next column indicates if the user is setup as an Administrator the A and only administrators can access this screen The V is for View Only Even if a user is setup with an access level higher than required for the procedure they want to access if the View only is set they won t be able to Add Change or importantly Deleted records Finally the Access Level is a numeric value Once you or staff member have logged in the User Access Level will be compared with the Procedure Access Level If the procedure requires a higher level than the currently logged in user a message will be displayed and access to that procedure will not be allowed Be sure to read the section on procedure security 2006 Dennis Baggott and Sons QUAD H
23. ct if you have problems during installation or evaluation really prefer you email me before you buy a license It may be the problem is something on my end and would certainly want to know about it Often it is some small detail that can be figured out with a little email exchange Write to me at dbandsons aol com Pricing for all my customer support and help desk software is on a site license basis do not charge any per user charges your cost is the same whether you are the only person at your location using the program or if you have a staff of dozens Now if you want to use my software at more than one location say on a server on the east coast and another on the west coast you would need to purchase two site licenses However believe you will still find my prices to be very competitive if not downright 2006 Dennis Baggott and Sons Introduction 11 cheap compared to similar programs you may find elsewhere In fact the thing hear most often from our Chief Financial Officer Budget Analyst and Accountant my wife is that am selling my software too cheaply Try my software for up to 30 days to see if it meets your needs If you find the program to be a value please go ahead and buy a site license If you agree with my wife that my software is not priced highly enough just email me am sure we can arrange to sell you a license at a much higher price Check our web site for pricing prices ar
24. d in what order and you may also rename column headers Then you may use the Reset View to remove your custom view and restore the default view The Insert button will call up the screen to add a new record the Change button will let you edit the currently selected highlighted record and the Delete button will let you remove the selected record from the database A button is also provided to let you Print a quick report of the selected record Updating Calls Assigned to You 2 10 Update Calls If you are using the version of QUAD Help Desk 2006 without user and procedure security you and your staff will be using only the screen like below Let s go through this screen field by field When you Click the Insert button to add a new record the current date will be used to fill in the Call Date field and the Current Time will be used to fill in the Call Time Now if using the version with user and procedure security the Taken By and Assigned To fields would default with the login name used at program start However in this case you need to select these field values from the drop down list for each NOTE These fields are not required and if you are in the minority and will be the only person using the program you could skip them The Caller Name is required and can be selected from the drop down list box When you select a Caller from the list their phone number organization and email 2006 Dennis Baggott and Sons 28 QUAD
25. d the pop up calendar to choose the filter date this would only be valid for one day The answer is to use the expression Today and to check for Absolute Values this is important because the Call Date and Time are really a single field in the SQL database Look at the screens below to see how to create such a query ae Saved Queries Query Desorption Call Date ts egual to the Current Date Status i New Copy Modify Rename Delete Info Select Hew Close When you first start using the program there won t be any Saved Queries in the list above You would click the New button to create a new query Let s look at the Query using the Current Date 2006 Dennis Baggott and Sons QUAD Help Desk Client Server 2006 17 Call Date 1s equal to the Current Date Query Wizard Field Selection Select a field from the list below Fields to Evaluate Call Details Call Time Call Type Caller Mame Complete Date Complete Time Completed By E mall Address ID Hotes Organization Value Entry Phone gi Review and Group We start by choosing the Call Date as the field to search Next you can choose one of many operators appropriate for a date field You could for example search between two dates or use the Month number to search for calls in a particular month We will use the Equal to operator 2006 Dennis Baggott and Sons 18 QUAD Help Desk Client Server Edition 2006
26. ding Clear All Ascending Descending Ascending Descending Then by Ascending Descending Ignore Distinction Between Upper and Lower Case You may next choose group heading settings Modify Report Format Calls by Customer Group Heading and Footing Options Tou may choose to create group breaks on the first and second levels of the selected sort onder Group breaks are commonly used for displaying subtotals record counts and starting a new page for each group First Break Level Second Break Level Caller Call Date Display Identifier in Heading Display Identifier in Heading Use Altemate Indentifier Use Alternate Indentifier modified def ult Display Identifier in Footing Display Identifier in Footing Column Layout Use Alternate Indentifier Use Alternate Indentifier Sort Orde ort Order Group Totals Averages Group Totals Averages New Page After Group New Page After Group Report Options Group Record Count Notes Rollup Report Suppress Report Detail Rows Notice in the screen shot from my completed report the Customer name shows up on the report since grouped on that field even thought did not add it as a column 2006 Dennis Baggott and Sons 24 QUAD Help Desk Client Server Edition 2006 2 6 lt Report Preview Fie LA ELA Boge i Z oft Calls by Customer I Call Date Tough Customer E E ETELE SOS 2006 Call Type
27. drop down list This is easier than typing a value over and over and also insures the data is entered the same way There are a lot of advantages to using lookup tables Lookup tables include call types call status call priority organizations Staff Members are similar but a more than a single value Also the Caller Information table is used when adding or editing calls but it is really one of the main tables since there are so many fields and choose a Caller Name from the drop down list fills in several values when adding or editing a call record Browse Call Types This screen shows call types you have setup This is an optional field for adding calls and will depend on your individual needs It may be that all calls are simply phone calls however it may helpful for reporting purposes if you use this field for describing the type of call A Browse the CallTypes File Call Type Call Typa Customer Service ter Statys PRrane amp Call RMA Request l4 44 4 F FEF Fi ir Update Call Types This screen is used to add or update call types 2006 Dennis Baggott and Sons Lookup Tables 47 Changing a Calllypes Record Call Types Call Type IF roduc Information 3 3 Browse Call Status This screen shows the Call Statuses you have set up Ata minimum you should set up at least New and Complete These values are hard coded New when a call is added and Complete when you clic
28. e password recommend making the Person Name and Web Login Name the same thing While the person name will be used as a look up value for the Taken By Assigned To and Completed By fields in the windows application and the person name will be matched to the display name in user and procedure security the web interface will use the web 2006 Dennis Baggott and Sons 34 QUAD Help Desk Client Server Edition 2006 login field to match the currently logged in staff member to the Assigned To field to limit displayed records in the Calls Assigned to Me web page Just something to think about if you may be interested in the web interface 2 17 Importing Callers The process of importing data is really pretty simple When you first choose the import option you will see a browse screen with any records you have already added displayed d Import Callers Import Callers CALLERNAME ORGANIZATION Sam Flealler Sample Compariy Pd 4d a ES Click the Import button and choose the type of data you will be importing such as an Excel file Access another SQL Server database or ODBC data source 2006 Dennis Baggott and Sons QUAD Help Desk Client Server 2006 35 Import Callers Choose Data Source Wicrozott Excel Driver xls Microsoft Excel Driver xl Microsoft Access Driver imdb Microsoft Text Driver tt cav Microsoft dBase Driver dbt SAL Server Microsoft ODBC fo
29. e subject to change sometimes more sometimes less My goal is always to sell software that you will find a value to your organization How am doing Dennis Baggott the Dad in Dennis Baggott and Sons http Awww dbandsons com dbandsons aol com 2 QUAD Help Desk Client Server 2006 2 1 Getting Started Entering data in QUAD Help Desk Client Server 2006 is pretty simple Whatever database table you want to edit you will first see data in rows and columns like a spreadsheet These screens let you view or browse the data already in a table When you add insert or update change a record an Update form will be displayed NOTE When you click a Delete button to delete a record from a table you may see this same update form again to give you a chance to be sure you want to Delete the record Several screens for data entry use drop down list boxes to lookup data from another table This helps to make data entry quick for these commonly used values and help to insure data is entered the same way each time The lookup tables are a good place to start as you begin using the program but if you are in the middle of adding a record at some other point in time and the value you wanted is not in the drop down list you can type a new value and an update form will be displayed to let you add the new value Start by selecting the File option on the main menu and go down to lookup tables Calers All _ aie als Assigned to Mie FAQS Lookup Tables
30. egion Customers PostalCode Customers Country Customers Phone Customers Fax Customers On the next screen you match the fields in your source with the corresponding field in the target table Clicking the arrow button with the on it will try to match fields automatically but this seldom matches all field at first You may then drag and drop or use the arrow button to match remaining fields 2006 Dennis Baggott and Sons QUAD Help Desk Client Server 2006 Choose output columns Fields in your query CustomerlD Customers CompanyName Customers Contactame Customers ContactTitle Customers Address Customers Cry Customers Region Customers PostalCode Customers Country Customers Phone Customers Fax Customers ALL O DISTINCT Output columns CompanyName Customers ra L Phone Customers Email H Fax Fax Customers lt P Address L Address Customers F city City Customers 37 The next two screens would let you filter and sort the data to be imported but will skip that since it is usually not needed The screen shot below shows the data that will be imported In the case of Caller data however you might want to sort on the caller name field The Query returned data Far Alfreds Futterkiste Ana Trujillo Empared Antonio Morena Taque Around the Horn Berglunds snabbkop Blauer See Delikates Blondel p re et fils Bdlido Com
31. elp Desk Client Server 2006 43 Security Si Eg 4 5 y 2 ie haa Locate ID have supplied an initial set of security files they all start with gs and end with tos and the program will look for these files in the same folder as the exe file Now this is important Suppose you will be using the program with yourself the administrator and others as the staff members You have chosen to install the program locally at each workstation modified the quadcs ini file in the windows directory so that each of you are connecting to the same SQL database You then go to your computer and setup the accounts you want your staff to use when logging You would need to copy the security files from your c install directory to each of your staff members computers overwriting the sample security files installed If not when they start the program they would be using my original security files not your customized ones On the other hand you may have installed the program to a shared folder on your server and this created the shortcut at your computer with the exe and security files to set based on the START IN property created by the installation Maybe you installed to P QUADCS You have edited the quadcs in file on your computer and emailed a copy to your staff on the LAN with instructions to save the file to their windows directory As long as they create a shortcut to the exe on your server in P QUADCS they will all be using the security
32. files that you have modified Read the above a couple of times it is really not that hard to do but email me if you have questions dbandsons aol com The screen below is used to add or edit the user accounts 2006 Dennis Baggott and Sons 44 QUAD Help Desk Client Server Edition 2006 2 20 Changing a Security Record Si Eg User ID Belli Password anit Display Name shalt Administrator Access Levelt 7 view Only Procedure Security The screen below shows a browse screen of procedure security settings A procedure may be a browse or an update screen a report or a process like importing If the logged in user has a security setting lower than the Access Level need to access a procedure they will get a window telling them so and will not be able to access that procedure or function The Procedure name is followed by a description and then the Access levels Let s first consider a report You may want to restrict staff from viewing a report If that is the case set the Access level higher than the users level and they won t be able to view the report What about Add Edit and Delete These are for the Update procedures Say for example you setup you staff with a level of 2 at the user level You want them to be able to view calls assigned to them and you want them to be able add and change calls but you don t want them to be able to Delete a call Maybe they think if they delete a
33. idas prepa Bon app Bottom Dollar Market B s Beverages Cactus Comidas para Centra comercial hac Maria Anders Ana Trujillo Antonio Morena Thomas Hardy Christina Berglund Hanna Moos Fred rique Citeaux Martin Sommer Laurence Lebihan Elizabeth Lincoln Victoria Ashworth Patricia Simpson Francisco Chang Yang Vang Chop suey Chinese Pedro Afoanza Comercio Mineiro lt Convert ANSI to OEM Ly Save Query Soi 030 0074371 5 555 4729 5 555 3932 171 555 7788 0921 12 34 65 0621 08460 556015 3 91 555 22 82 J1 24 45 40 B04 555 4729 171 555 1212 1 135 5555 5 555 3392 0452 076545 11 555 7647 Ad A 030 0076545 Ohe 5 555 3745 Aye hat 171 555 6750 12C 0921 12 34 BF Her 0621 05924 For 55 60 15 32 24 Delete 31 555 91 99 chy ee 97 24 45 41 12 604 555 3745 23 Fa 1 135 4692 Cer 5 555 7293 Siel Har AY w 2006 Dennis Baggott and Sons 38 QUAD Help Desk Client Server Edition 2006 When you finish your imported callers will be displayed in a browse screen but this does not include update buttons You will want to close that window and open the Browse Callers screen where you can edit caller information using the update callers form 2 18 Importing Calls Like Importing Callers Importing Calls is a matter of selecting a data source and matching columns from the source to the target fields When you first choose the Import option you will see a br
34. ilter button cannot be saved and recalled by name However there will still many times when the Quick Filter is all you really need For example if you want to quickly filter the screen to only show calls with a status equal to new click Quick Filter button choose Status as the field to search and enter New as the value to search and click the OK button The browse will be filtered showing only calls with a status of New 2006 Dennis Baggott and Sons 16 QUAD Help Desk Client Server Edition 2006 Query Wizard Quick Filter Select a feld to search and the value to look for within the selected held Field to Search Ea Value to Look Far New Cancel To remove a filter condition created with either the Quick Filter or the Query Wizard just click the Reset button to show all records The Query Wizard is much more powerful than the Quick Filter button but still very easy to use You can still create a query like the one above but you can also create searches using the contains operator to search for text within a field You can use the Query Wizard to search a range of dates You can add query condition together using AND OR and more One very handy feature is the ability to compare a field value with an expression Say you want to create a query that you would use every day that would only show you calls with the call date equal to that day You might use this for a daily report If you just use
35. k the Complete button However these values should be present in the lookup table or they will not be available from the drop down list when editing a Calls record A Browse the Status File Cancelled Complete New I4 44 4 F FEF Fi lt gt ee e 3 4 Update Call Status This screen is used to Add or Update Call Statuses Changing a Status Record 3 5 Browse Priority Table This screen shows the Call Priorities you have set up Ata minimum you should have a priority of Normal since this value is used by default when adding new Call Records 2006 Dennis Baggott and Sons 48 QUAD Help Desk Client Server Edition 2006 a Browse the Priority File Priority Nearmnal E aa 4 ia FE Fil 3 6 Update Priority Table This screen is used to Add or Update the Call Priority table Changing a Priority Record Priority Priority 3 7 Browse Organizations This screen shows the organizations you have set up The Organization field is optional and some may not use this field Others may use it for the caller s Company name while others may be using the program for supporting internal users and so might use the field for department names a Browse the Orgs File 14 44 4 FO FF H 2006 Dennis Baggott and Sons Lookup Tables 3 8 Update Organizations This screen is used to Add or Update organizations Changing a Ores Record Organizatio
36. me key on all computers running the program at your location All of my help desk and customer support programs are sold as a site license no per user charges Anyway after clicking OK you will see another window shown below Warning You have 26 dayts left on your temporary key Please evaluate the program Fully before registering IF vou have already registered and have received your registration key you may use it now Enter a new key now This window has the same buttons as the first one but will remind you how many days you have left The 30 days is calculated from the day you first launch the program Again while testing the program just click the OK button again You will then see the login screen below Remember have provided a sample login of admin and password of admin After using the program and creating other users you may want to change the password This part of the help file explains user security and this section is on procedure security x If you have any problems or questions installing or using the program please don t hesitate to email me at dbandsons aol com but please include a subject line something more than Help It will be helpful to me if you include QUAD Help Desk Client Server in the subject of your email Technical Support and Licensing Technical support is free just limited to email Also you do not have to have purchased your site license to_email me with any questions In fa
37. n of Company w Deparinent ec 49 2006 Dennis Baggott and Sons
38. o columns Call Date and Organization Sort Designer Sort Wiem By P l Descending Clear All Organization Znany Descending Then by none Ascending D escending Then by Ascending Descending Ignore Distinction Between Upper and Lower Case You can sort on up to 4 columns The final step let s you enter notes about your View 2006 Dennis Baggott and Sons QUAD Help Desk Client Server 2006 15 2 3 Modify View Format Caller renamed to Employee Notes for this View TOU may enter notes up to 255 characters long to describe this view or any Information that you might find useful to associate with this view Notes are accessible from the list of views extended display or information button Notes Organization named Department and sorted by Call Date descending then by Department Some columns not melded Sample Column Layout SF Sort Order lt is really pretty easy and think many will find this capability useful An additional help file is installed on the program group for the View Wizard Query Wizard and Quick Filter The Query Wizard is available at many places in this program browse screens reports the spread sheet wizard However the Quick Filter button is only available on the Calls browse screens Unlike the Query Wizard the Quick Filter is for searching only on a single field for a specific value and queries created with the Quick F
39. ons QUAD Help Desk Client Server 2006 41 In this case have separate date and time fields In your case your import file may not have a time field or it may be combined in a field with date If that were the case you might assign your date field to both the corresponding date and time fields have skipped the screens to let you filter the imported data and choose a sort order The data am about to import is shown below Import Calls The Query returned data Call Ty FUE Se ee 1 599 12 30 21 44 17 John Doe MONE Place 2006 03 03 00 00 00 1899 12 30 25 10 57 Dennis Baggott Dennis Baggott amp Sons Order 2006 03 03 00 00 00 1699 12 30 23 12 47 bennis Baggott Dennis Baggott amp Sons Order Zy Edit data 4 Convert ANSI ta OEM E on or a When click the next button my data will be imported and the import browse screen will be displayed 2006 Dennis Baggott and Sons 42 QUAD Help Desk Client Server Edition 2006 2 19 a Browse the Calls File Import Calls Call Date Call Time Caller Organization 3 03 2006 11 12 PM Dennis Baggott Dennis Baggott amp Sons 3 03 2006 17 10 PM Dennis Baggott Dennis Baggott amp Sons 062006 9 44 Fil John Doe MONE 1872006 5 33 PM Tough Customer Sample Compariy recA 2006 3 30 4M Infernal User Warehouse 192006 5 02 PM Infernal User Warehouse re 1972006 3 13 FPM Tough Customer Sample Company fel 2006 3 10 PM
40. ou like However if you are able to complete the call as you enter it click the Complete button This will automatically fill in the Complete Date with the Current Date and the Complete Time with the current time and will change the Status to Complete The Completed By field will be filled in with your current login name Another tab on this screen will let you add any additional notes you may want to record about this call Finally notice there is a Print button This will create something like a screen shot but with the advantage of opening in the Report Previewer so you can either send it to the printer or create a PDF file of the call record Click OK to save the record and you will be returned to the browse screen you started from when you clicked Insert 2006 Dennis Baggott and Sons 30 QUAD Help Desk Client Server Edition 2006 Changing a Call Assigned to Me Record Call Informaton Notes About this Call ID 6 Call Date 7 18 2006 Call Time Status New s Priority Taken by admin Assigned Caller Tough Customer Organization Email toughcustomera sample com Phone Call Type Order Status we Call Details Sample call from a sample caller Solution Completion Information le ime Complete Date Complete Time Completed By 33 PM Normal admin Sample Company 9399 1234 The Tab below is provided to let you record any notes you want to about this call
41. ovided script All the program files can be installed to the same folder on your client workstations or a shared folder on your server except for one file the quadcs ini file should be in the windows directory on each PC and edited with your connection settings for your server and database QUAD Help Desk Client Server Edition will read the contents from the quadcs ini file and use these settings to connect to the database It s really not that hard to set up and you can try the program out using Microsoft s free MS SQL Server 2005 Express edition to see if you like it If you are a smaller company but growing fast you will be able to easily migrate to the other versions or editions of Microsoft SQL Server 2005 and use the same edition of QUAD Help Desk Client Server Edition 2006 There are no per user charges for QUAD Help Desk Client Server Edition 2006 so even if you start with just one person using the program yourself you can add as many staff members as you like without purchasing an additional license for QUAD HD CS 2006 have decided to provide two separate programs which each use the same database structure One version is for those who may not care about the user and procedure security features That version does not require users logins and there is no separate browse screen for calls assigned to me This may be the version you want to use if you are just starting out or testing the program or if you are one of those small organiza
42. ow Help o Gi 9 Callers All Calls Calls Assigned bo Me FAQs iat 2006 Dennis Baggott and Sons Introduction 5 Cuntom Cal Reports Cal betek Repeat Cals By Assigned Cals by Call Date Cals by Caler Cals by Call Statue Cals by Call Type Caller Details Report Custom Caller Reports Caler Details Report FAQs Detal Report 1 2 Installation The first thing you need is to have is Microsoft SQL Server 2005 or the free Microsoft SQL Server 2005 Express Edition You can download the free express edition from Microsoft s web site and you may also want to download so you can run the sql script the SQL Server Management Studio Express software If you aren t already using Microsoft SQL Server 2005 you may want to visit this link http Awww microsoft com sql editions express default mspx at least that URL was valid at the time of this writing In the screen shot below have SQL Server Studio Express open here is where you connect to your server you will need to know your SA password 2006 Dennis Baggott and Sons QUAD Help Desk Client Server Edition 2006 File Edit View Query Designer Tools Window Community Help Ti Mew Query Fur ae eee M M P tl Change Type hetta i e eg l x Table dbo CallTypes Sun Microsoft iam Windows Server System SOL Server 2005 object Explorer E ae 2k aF Connect to Server a ig
43. owse screen with any calls you may have already added a Browse the Calls File Call Date Ti ff 20 2006 ff 1972006 ff 15 2006 fel 2006 ff 20 2006 Fi 4 3 2 Call Time 5 33 Pe a a0 AFl AO Pe 3 13 PM 3 10 PM 23 Ph Caller Tough Customer Infernal User Infernal User Tough Customer Tough Customer Tough Customer Urganization Sample Company Warehouse Warehouse Sample Company sample Company Sample Company Idd ERALARI Click the Import button to begin the process first have to choose the type of data source such as an Excel file Access mdb and so on 2006 Dennis Baggott and Sons QUAD Help Desk Client Server 2006 39 Import Calls Choose Data Source Wicrozott Excel Driver xls Microsoft Excel Driver xl Microsoft Access Driver imdb Microsoft Text Driver txt csv Microsoft dBase Driver dbt SAL Server Microsoft ODBC for Oracle Topspeed ODBC Driver Topspeed ODBC Driver Read Only FirebirdinterBasetr driver AML Tiles xml Source tables fields For this example will use a small Microsoft Excel file click the button to browse to my xls file and my sheets will be loaded on the left can expand the tree and choose fields one by one then click the arrow or just select the sheet itself and move all fields to the right side 2006 Dennis Baggott and Sons 40 QUAD Help Desk Client Server Edition 2006
44. prompted with a sql logon screen Sample quadcs ini is shown below quadcs connect yourserveripaddress SQLEXPRESS quadhdcs sa sapassword The first part of the connect section is your SQL Server name or IP address followed by the Instance name this may default to SQLEXPRESS then the database name in my example used quadhdcs then the user id and finally the password NOTE When testing your modified quadcs ini file on workstations a couple of important notes 1 If you are installing the Express edition of MS SQL Server 2005 you may need to verify that you have the server set up for local AND remote and the TCP IP is enabled 2 If using Microsoft Windows 2000 Pro Edition at the client be sure you have the latest version of MDAC Microsoft Data Access Components installed think this is version 2 8 at least at the time of this writing You may also want to insure the SQL Server driver is configured to dynamically determine the port This can be done in the control panel Administrative Tools ODBC Configuration by creating anew DSN choosing the Sql Server drive then check the box to dynamically determine the port Finally recommend Windows XP Professional Edition for the client workstations not the Windows XP Home Edition For those who will be using the user and security procedures version certain data files security files not in the SQL Database must be in the same folder as the exe file These files are name gsGRP tps gs
45. r Oracle Topspeed ODBC Driver Topspeed ODBC Driver Read Only FirebirdAnterBasetr driver AML Tiles xml Source tables fields In this example will use the Northwind database from Microsoft s Office then expand the tree and choose the table want to import from in this case customers Choose Data Source Microsoft Access Driver mdb J C Program Files Microsoft Office vWF FICE 1 SAMPLES Northwind imdb Source tables fields Field in your query Alphabetical List of Products Categories Category Sales for 1997 Current Product List Customers Customerio CompanyName Contacthlame ContactTitle Address City Region PostalCode Countess 2006 Dennis Baggott and Sons 36 QUAD Help Desk Client Server Edition 2006 can click the arrow with the table selected to add all fields or select individual fields and click the arrow will select all fields Choose Data Source WicKo oTt 4 Driver mdk e C Program Files WMicrosott Office wr FICE SAMPLES Northwind mde Source tables fields Fields in your query Alphabetical List of Products Categories Category Sales for 1997 Current Product List Customers Customerio CompanyName Contacthlame ContactTitle Address City Region PostalCode Contes Customerl Customers CompanyName Customers Contactame Customers ContactTitle Customers Address Customers Cty Customers R
46. s about the customer here 2 8 Browse Calls The screen below shows All Calls 2006 Dennis Baggott and Sons 26 QUAD Help Desk Client Server Edition 2006 Ei Bi ta bt Gt alll E alls ls i rA Calls ID Tall Date Call Time Status Caller Call Type amp 7 16 2006 12 20 PM Active gt C TL600S 12 15PM Complet 6 7 13 2006 4 38 PM rhe 4 08 PH 7PM Cancelled Ia 44 4 F FF FI lt Call Details Mr Customer called to ask where Solution 7 16 2006 Referred to Joe hit order was claimed it was due Salesmanager at his place this morning Output All to Excel QuickFilter You can use click on any column header to sort on that column or you can right click on a column header for a menu that will let you Hide or Show columns and sort in Ascending or Descending order You can also left click within a column and drag the column to move it left of right A better way of customizing the Browse View is to use the Define Views button to create a reusable View of your data or select a view you created previously You may also use that button to Copy or Delete views you have created This will let you choose which columns you want displayed and in what order and you may also rename column headers Then you may use the Reset View to remove your custom view and restore the default view The Insert button will call up the screen to add a new record the Change button will
47. s screen The Taken By and Assigned To fields are not drop down lists you can t edit them This is for those Staff members who might want to assign a call they didn t want to someone else When you click the Insert button to add a new record the current date will be used to fill in the Call Date field and the Current Time will be used to fill in the Call Time The Taken By and Assigned To fields would default with the login name used at program start The Caller Name is required and can be selected from the drop down list box When you select a Caller from the list their phone number organization and email if any will be looked up and filled in from the Callers table What This is a new caller and you haven t set the caller record up yet No problem when you type in a caller name that is not found in the list the update caller will be displayed so you add the caller details on the fly In addition to the Caller Name the only other required field on this screen is the Caller Details However you may find it helpful to also record the Call Type which can be selected from the drop down list The Priority will default to Normal however you can change this if needed selecting a value from the drop down list Now if you don t have an immediate answer to this call you may want to enter something to that effect in the Solution field then skip down to the Status field and change it from New to Active or In Process or Assigned or whatever y
48. s you may have a different way you want the data displayed NOTE When you use the Output button to send the contents of a browse screen to a Microsoft Excel spreadsheet the current View will be used The Reset View button restores the screen to my original design The screen below shows a modified view of the Calls screen have renamed the Organizations column to Department and have renamed Caller Name to Employee Keep reading to see screen shots of the process of creating a custom view Em Browse all Calls Call Date Call Time Department Priority Employee 4 7 19 2006 5 02 PM Warehouse Normal Infernal User 3 7 19 2006 313a PM Sample Company Hew Normal Tough Customer 2 7 19 2006 3 10 PM Sample Company Normal Tough Customer Sample Company Complete Normal Tough Customer Mr Customer calle PIECE SEALL Call Details This is a sample call record while some Solution may only deal with external customers some may use QUAD HD CS 2006 with Infernal 1 mean Internal customers Print Highlighted Output All to Excel OuickFilter Start by clicking the Define Views button If you not created and saved any views yet the list will be 2006 Dennis Baggott and Sons QUAD Help Desk Client Server 2006 13 empty and so you would click the New button and give the view a name a Define Views Whew Hame Caller renamed to Employee Sample View Organization renamed Copy Modify Rename Delete Info
49. t Print Selected 2006 Dennis Baggott and Sons QUAD Help Desk Client Server 2006 25 You can use click on any column header to sort on that column or you can right click on a column header for a menu that will let you Hide or Show columns and sort in Ascending or Descending order You can also left click within a column and drag the column to move it left of right A better way of customizing the Browse View is to use the Define Views button to create a reusable View of your data or select a view you created previously You may also use that button to Copy or Delete views you have created This will let you choose which columns you want displayed and in what order and you may also rename column headers Then you may use the Reset View to remove your custom view and restore the default view The Insert button will call up the screen to add a new record the Change button will let you edit the currently selected highlighted record and the Delete button will let you remove the selected record from the database A button is also provided to let you Print a quick report of the selected record Updating Callers 2 7 Update Callers This screen is used to Add or Change Caller information Ta Changing a Caller Record Caller Information Caller ID 1 Caller Name Tunes f Organization Phone Email Eau NFA Address 1010 East Tenth Avenue City 5t Zip Notes Enter any note
50. tions where you trust your staff members to not mess with another staff members calls am sure there are more than few out there The other version uses the same database structure but uses additional files not in the SQL SERVER database but saved in the same folder as the exe file These files contain the user logins and procedure security files 2006 Dennis Baggott and Sons Introduction 3 Look at the screen shots below to see the differences The title bar of the first version shown below has NL at the end This is for No Login and is the version where all staff are trusted There is no separate option for calls assigned to me All of the users of this version have unrestricted access to all screens and reports A QUAD Help Desk Client Server Edition 2006 Hl Browse the Caller File Sem _ Caller information f ID CALLERNAME ORGANIZATION PHONE EMAIL FAR e al 3 Joe Salesmanager Sales Headquarters 999 3333 joesalesmanagen sales com 333 6688 1010 East Tenth Jajal Oe a ee Browsing Records Sunday July 16 2006 224PM Below is the version that includes the user and procedure security files Notice first of all the login screen If a correct login and password combination is not entered you will not be able to access any part of the program You will also notice an additional menu option between Reports and Utilities named Security and a drop down bu
51. tton on the tool bar named Security The Security options include user and procedure setup only available to users with the Administrator option for their login as well as a Login and Change Password options When initially setting up users and procedure security it may be useful to you to login as the user you just created to test the security options you have set for each new user Also notice on the screen below that there is a button for Calls Assigned to Me You can setup user and procedure security so that staff members can only access that browse screen not the screen for all calls Many users of QUAD Help Desk Pro Edition are set up that way 2006 Dennis Baggott and Sons QUAD Help Desk Client Server Edition 2006 Je T xX aa Login i o Smed AM O O The screen below shows the main menu and tool bar buttons The first button will display a screen showing caller information The All Calls screen shows all calls regardless of to whom they are assigned This may be restricted based on login The Calls Assigned to Me button will show calls assigned to the person currently logged in The FAQs button is for those who wish to maintain a table with frequently asked questions and the answers to them The last three buttons on the tool bar have additional options which will drop down when you click on the button or the arrow file Edt Reperts Securky Utilities Wind
52. up the Query Wizard to let you search and filter the table A print button will let you print a Report of the currently selected highlighted record in the browse screen Insert button will add a new record Change to edit the selected record and delete to delete the selected record Browse the Fags File 1 Orda Status W hall is the pieced for checking a customer s order stalus lial aaa ok ee ee 2006 Dennis Baggott and Sons 32 QUAD Help Desk Client Server Edition 2006 2 14 2 15 Update FAQs This screen is used to Add and Update Frequently Asked Questions The ID will be automatically generated each time a record is added The Topic field is optional but both the Question and Answer are required so will be highlighted in Red as you Tab in to each field Record Will Be Changed Order Status Queshon What is the procedure for checking a customer s ceder status First check wath Shipping and Mecening to see f the order has shupped If so find out when tc lel Ihe custome know li the onder has nol been shipped chack vah Gecounling lo pee f lhe order may be on hold due to caedi neues Ii Accouiling doet not have the order placed on haid check with production to see if these ane any peoblems Adee management i production indicates a problem Browse Staff Members This screen shows the staff members you have set up in the database It is very important since the value
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