HELP!Desk Evaluation Guide
Contents
1. BR ARR Baas AeA BEA c L M MM Installation Instructions Part 1 1 Insert Disk 1 into your floppy drive 2 Windows 3 1 3 11 From the Windows File menu choose Run Windows 95 NT Click Start then Run 3 Enter the command A SETUP 4 Follow the prompts which are explained below Introduction HELP Desk for Windows Evaluation Guide The SETUP Program After SETUP initializes a window will open showing the README file This file contains the latest information on installing and running the software and supersedes information found in the documentation After reading the file you must close the window to continue with the installation You will then be prompted to select the modules you want to install For a standard network installation accept the two options which have been checked Installation Options Please select files to install L HD YWIN Program Files PJ Databases and Conversion Program L Run time Support Files DLLs L ODBC Database Driver Files bJ Client Files for multiuser install Cancel Next you will be prompted to enter a destination directory for each module you have chosen to install Enter Database Directory Q Install databases into what directory For multiuser access the databases must be installed to a network directory The file server should have at least 502. Retrieving an Existing Call An existing call can be retrieved into the Call window by any of the following methods From the Menu Call Find This option allows you to search for a call by one of eight fields as shown below Call Goto This option allows you to retrieve a call by call number work order number From the Client window Click the Calls button to open a selection window of calls for the current client Select one of the calls to load it into the Call window From the Client Profile window Click the View Calls button to open a selection window of calls for the current client Select one of the calls to load it into the Call window Using the Call Find menu option You have a choice of eight fields to search on as indicated in the call search window below Call Search C Call Date C Subject C Follow up Date Assignee Account Number RMA Number C Resolution Code nms Click the radio button or field label of the field you wish to search by enter your search criteria then click Search If more than one match is found the Call Selection window will open How to HELP Desk for Windows Evaluation Guide 11 Call Search Z found Product Call Date Subject NMS ag NMS o oo O2 Call da m Problem e said he could not print any reports from the system and he kept getting Printer ot Ready box On the Computer System Information screen shoved Printer Mot Resolution 02 1
3. months or D days For example 1Y 3M or 90D If the purchase date has been filled in the warranty period will be used to compute a default value for the next field warranty expiration date Warranty expiration date A default value is computed if Purchase Date and Warranty fields contain data Identifies the company which is responsible for servicing the equipment The drop down list accesses the Service Company table The date the service contract on this equipment expires Reports can be generated giving you advance notice of when warranties and service contracts expire Check this box if the value of this equipment is depreciated over time The current depreciated value of the equipment HELP Desk for Windows Evaluation Guide 25 26 Browse While entering data into the hardware window you can click the Browse button to access the hardware table The table can contain the basic descriptions of equipment that is widely used by your clients thus speeding data entry The Hardware Table contains type brand model price and warranty fields Click OK to load the selected table entry into your hardware window The Print button prints a list of all entries in the table while Cancel closes the table without updating your hardware window The Edit button loads the selected item into the Hardware Window and allows you to change the information For a complete description of the fields refer to the Add
4. Rockwell International ADP Lucent Technologies Virginia Department of Education Benjamin Moore Citibank US Air Force Delaware River Port Authority GTE Mobilnet Allied Signal Consolidated Freightways Chase Manhattan Donnelley Directory United Technologies www coastaltech com For information on HELP Desk software and consulting services www websfirst com HELP Desk is a trademark of Coastal Technologies Other products and brand names mentioned are trademarks or registered trademarks of their respective holders Quoted price excludes shipping handling charge and applicable sales tax First 60 days of technical support included in purchase price 60 day money back guarantee Dealer inquiries invited If you do not have a network HELP Desk may be installed on a single user computer 1990 1998 Coastal Technologies All rights reserved Printed in the United States of America
5. and the program default billing rate billing increment minimum charge per call and minimum charge per activity Addl Time Any additional time that needs to be tracked such as time charged by an outside repair firm or consultant Addl Charge Any additional charges that need to be applied against this call such as a repair bill from a service company RMA Number A Return Materials Authorization Number that can be assigned if the client needs to return merchandise Add to Solutions when If Y is entered here this call will be marked for inclusion into the closed Solutions database Only calls that have been added to the Solutions database can be found when performing a key word search in the Solutions module Note When a call comes in you may want to make a practice of retrieving the Client Profile of the person who is calling This way you have the opportunity to familiarize yourself with the clients previous calls and configuration before you address the new call Also if the client is not on file you will know that you need to obtain additional information so the client may be added and the call can be properly linked Printing Work Orders To print the current call in Work Order format choose File Print or click the printer icon on the toolbar Options under File Preferences Program Defaults allow you to choose some of the information that will appear on the printout HELP Desk for Windows Evaluation Guide How to
6. of their respective holders Products shown or mentioned in the HELP Desk manual or sample databases are for example purposes only No endorsement or criticism by Coastal Technologies of those products is implied or should be inferred Similarly manufacturers of those products make no endorsement of HELP Desk Made and printed in the United States of America Installation and Setup Multiuser Network Installation This is a two step process First the files are copied to a directory structure on the file server Then each workstation runs a SETUP program from the network to copy the required files locally create the icons and attach to the database The instructions are detailed below For Single User Local Installation please skip to page 5 ff ____ File Server Required e HELP Desk Databases HD DB e Index Files NTX IA e Conversion Program CONVERT EXE ATR Recommended e Client Files SETUP program and files for workstations Each Workstation e HELP Desk Executables HD EXE HD PBD and Runtime Files DLL Default directory is C HDWIN e ODBC Files into WINDOWS SYSTEM directory
7. 64 15 39 FRANK Called him back at the prescribed time but he was gone E l be back on Tuesday 02 2294 O2 26 94 09 10 FRANKS They recently had a new network installed with a new From this window you would select the desired call and click OK Note that a successful search changes the retrieval set of calls From the call window Next and Previous will move you through the calls that were displayed in the window above Using the Call Goto menu option This option allows you to quickly retrieve a single call by call number also called work order number Simply enter the number of the desired call and click OK Goto Call Enter Call If the call is found it will be displayed in the call window HELP Desk for Windows Evaluation Guide How to How to ns or BB buttons Both of these buttons will display a selection window of all calls linked to the current client Call Selection Ms Tina Baccardi 3 found Call Date Time of Call PrHonty Subject 9264 025 7pm orrupt filez D M 074194 101 4am 2 Data problem D42594 0242pm 3 F eporting he was FUuNAING Windows and her computer locked up When she red to reboot the root directory was trashed Resolution had her create a boot disk from another PC and reboot her machine th it Drive C was completely unrecognizable to DOS then had her ry copying Morton Disk Doctor onto the floppy and then run MOD tt ave a series of error messages which it
8. Administrator LI Client Workstation Setup Cancel As the last step you have the opportunity to establish the ODBC connection to the HELP Desk databases The settings that are made by this process tell HELP Desk where to find the databases and what methodology should be used to access them Unless there is a specific reason why you do not want SETUP to establish the connection you should choose Yes Establish ODBC Connection HELP Desk requires a setting in ODBC INI to establish a connection to the databases Continue To establish the connection you must tell SETUP where on the file server the HELP Desk databases are found Congratulations You are ready to launch HELP Desk Please turn to following page for instructions on using the program HELP Desk for Windows Evaluation Guide Introduction An Introduction to HELP Desk The remainder of this guide will take you through the most commonly used functions of HELP Desk such as logging calls entering clients and maintaining inventory The HELP Desk Program Group ai S el Client SSPE HELPIDesk HELPIDesk HELPIDesk ODBC Workstation 31 Alet INI File Editor 2 0 Convert Administrator Setup Client Workstation Setup This program was used to copy the HELP Desk files from the server to the local machine HELP Desk The main program HELP Desk Alert This program runs in the background and alerts you whenever you have a tickler due Ticklers can be created manuall
9. Charge 00 Auto Compute Activity Returned call Technician FRAnk Priority Status Datero42695 fit 04 00pm X Tickle Detail Lett message on voice mail Activities Window Field Descriptions Start Date The starting date of the activity It is automatically set to the system date and cannot be changed Start Time The time the activity was created It is set to the current system time and cannot be changed End Date and These fields are used to indicate when the activity was End Time completed If the fields are left blank they will be set to the system date and time when you click the Save button Duration The time spent performing the activity If left blank the elapsed time of the activity will be stored here The charge to the client for this activity Auto Compute If checked the charge will be computed automatically based on the duration billing rate billing increment and minimum charge per activity 14 HELP Desk for Windows Evaluation Guide How to How to Activity A brief description or purpose of the activity The name of the technician who performed the activity Priority The priority of the call Changes made here are reflected back in the call window Status The status of the call as of the completion of this activity The call window is updated with this status Date The date and time related to the status such as when the call was closed or when a follow up call should be mad
10. Evaluation Guide HELP Desk Customer Service Technical Support Software for Windows Coastal Technologies 615 Valley Road Upper Montclair NJ 07043 1403 USA Voice 973 744 2900 Fax 973 744 2129 Email support coastaltech com Web www coastaltech com Our high quality support is another valuable feature that sets us apart from our competitors We invite you to contact us and try it our for yourself 1990 1997 Coastal Technologies All rights reserved No part of this book may be reproduced or transmitted in any form or by any means electronic or mechanical including photocopying recording or by any information storage and retrieval system without written permission from Coastal Technologies HELP Desk HELP Desk Alert and HELP Desk Technician are trademarks of Coastal Technologies Additional license and credit information PowerBuilder is a trademark of PowerSoft Imaging routines are from T BASE for Windows by Videotex Systems Inc Solutions module indexing routines incorporate Fast Text Search for C Windows by Index Applications Inc Some multimedia effects are 1993 Innovative Media Corp InstalISHIELD 1990 1993 by Stirling Technologies Inc HELP Desk databases and index files are CA Clipper compatible This manual was created using WordPerfect version 7 Help for this program was created using Microsoft Word and SolutionsSoft HelpBreeze All other products mentioned are trademarks or registered trademarks
11. MB of available disk space Once all questions have been answered SETUP will begin copying files to the specified directories After all files have been copied you will have the opportunity to add programs to the HELP Desk program group The default selections will be based on the modules you have installed HELP Desk for Windows Evaluation Guide Introduction Client Workstation Setup Introduction Creating Program Icons Select items to add to the HELP Desk program group L HELP Desk Program L HELP Desk Alert L HELP Desk 2 0 Convert Program L ODBC Administrator bJ Client Workstation Setup Cancel Part 2 Client Workstation Install Once the installation to the server is completed you need to run Client Setup from each workstation that will be accessing HELP Desk This routine will copy selected files to the local hard disk create the ODBC connection to the databases and create a HELP Desk program group Installation Instructions 1 Double click the Client Workstation Setup icon in the HELP Desk for Windows group or use File Manager or Windows Explorer to locate the HELP Desk CLIENT directory on the network then double click on SETUP EXE 2 Follow the prompts which are explained below The SETUP Program After SETUP initializes a window will open showing the README file This file contains the latest information on installing and running the software and supersedes information found in the document
12. Support plus all Product Upgrades per year For 5 User License 325 00 10 User License 425 00 Unlimited User License 525 00 HELP Desk On site Installation and Training Package 7 500 00 includes HELP Desk software two days on site for installation and training all travel lodging and incidental expenses Prices higher outside the Continental USA Additional On Site Training per day plus expenses 1 000 00 Tele Training up to 2 hours 350 00 Data Conversion Call Send Inquiries to Coastal Technologies Phone 973 744 2900 615 Valley Road Fax 973 744 2129 Upper Montclair NJ 07043 1403 sales coastaltech com www coastaltech com MasterCard Visa American Express and corporate purchase orders accepted MINIMUM SYSTEM REQUIREMENTS a du i 80486 50 or better processor EL NE SB 1 ay 16 MB RAM B recr ES SVGA or better display ee Windows 3 1 95 98 NT or OS 2 2 0 or greater s 50MB disk space required to install software 60 DAYS FREE TECH SUPPORT Novell NetWare Windows NT Server or other network required for multiuser access _ A Gee deed 7 A partial list of HELP Desk customers The Home Depot CompUSA JC Penney Perkins Family Restaurants Pearle Vision Nike Duracell USA Coca Cola Bottling Co The State of Idaho US Army NorthwesTel Krispy Kreme Doughnuts Deloitte amp Touche US Navy Shell Oil Company SunGard Asset Management United Parcel Service Polaroid Union Pacific Thomson Consumer Electronics
13. ation After reading the file you must close the window to continue with the installation You will then be prompted to select the modules you want to install You should accept the selections that have been checked Installation Options Please select files to install b HDWIN Program Files bJ Run time Support Files DLLs b ODBC Database Driver Files Cancel You will be prompted to enter a destination directory for each module you have chosen to install HELP Desk requires approximately 25 MB of space on your local hard drive After all files have been copied you will have the opportunity to add programs to the HELP Desk program group The default selections will be based on the modules you have installed HELP Desk for Windows Evaluation Guide Creating Program Icons Select items to add to the HELP Desk program group P HELP Desk Program E HELP Desk Alert P HELP Desk 2 0 Convert Program b ODBC Administrator LI Client Workstation Setup Cancel As the last step you have the opportunity to establish the ODBC connection to the HELP Desk databases The settings that are made by this process tell HELP Desk where to find the databases and what methodology should be used to access them Unless there is a specific reason why you do not want SETUP to establish the connection you should choose Yes Establish ODBC Connection HELP Desk requires a setting in ODBC INI to establish a connection to the data
14. bases Continue To establish the connection you must tell SETUP where on the file server the HELP Desk databases are found Important If different workstations use different drive mappings to refer to the volume containing HELP Desk you must adjust the ODBC connection accordingly Repeat Part 2 of the installation instructions for each workstation that will access HELP Desk Congratulations You are ready to launch HELP Desk Please turn to page 9 of this guide for instructions on using the program HELP Desk for Windows Evaluation Guide Introduction Single User Installation This section describes how to install HELP Desk for use by a single user on a single computer This installation will require approximately 22 MB of disk space Introduction Installation Instructions 1 Insert Disk 1 into your floppy drive 2 Windows 3 1 3 11 From the Windows File menu choose Run Windows 95 NT Click Start then Run 3 Enter the command A SETUP 4 Follow the prompts which are explained below The SETUP Program After SETUP initializes a window will open showing the README file This file contains the latest information on installing and running the software and supersedes information found in the documentation After reading the file you must close the window to continue with the installation You will then be prompted to select the modules you want to install Choose all options except the last Client Files Installati
15. company or department phone number service contract etc a summary of the customer s calls and their hardware and software The call information is particularly useful as it allows you to quickly scan both the nature and volume of the client s past calls as well as their resolution or current status The Client window allows you to view or edit all client information but requires you to click additional buttons to see the call history or inventory Whether you choose Find or Profile the retrieval steps are the same You will be presented with the Client Search window Client Search Last Name C Company Extension Phone Search Key You can retrieve a client by any of the five methods listed in the window Click the radio button next to the field you wish to search for enter your search criteria in the entry box then click Search If no match is found a message will be displayed indicating same and you will be returned to the client search window If multiple matches are found the Select Client window will open Select Client 6 found ame Compan Ci State Backner Mr Bil Plutonium Engineering Porland R Bacrett Ms Lita University of Pittsburgh Pittsburgh The buttons on this window work as follows HELP Desk for Windows Evaluation Guide How to How to Add Opens the client window and adds a new client record OK Selects the currently highlighted client and open
16. e Tickle If checked a tickler will be generated for the technician named in the activity with an event date and time corresponding to the status date above Detail Up to 64 000 characters of text describing in detail the action that was taken in performing this activity Activities Window Button Descriptions Add Edit Mode Help Opens the Help window Saves the current changes Save Exit Saves the changes and closes the Activities window Cancels editing without saving the changes HELP Desk for Windows Evaluation Guide Reassigning a Call Accessed from the Activities window which is accessed from the Call window by clicking A call can be reassigned simply by editing the call and changing the name in the Technician field The drawback to this method is that no audit trail exists and you will not necessarily know which other technician s have worked on the call You will also be unable to track time between the assignment of a call an its acceptance by the technician Having said that there is obviously a better way to reassign a call in HELP Desk That way is to use the Reassign button on the Activities window Clicking this button opens a dialog box that will be used to create the reassign activity Activities for Call 15020318 Start Date Start Time Activity Technician Priority 04 2695 03 24 pm Returned call FRANK Start Date p4 2695 Start Time 03 24 pm End Date 042605 End Time 02 25 pm Durat
17. e call A drop down table exists for this field to validate the data and ensure consistent data entry Product The product that the client is having a problem with A drop down table exists for this field to validate the data and ensure consistent data entry Technician The technician who is responsible for the call This default for this field is the name of the current HELP Desk user A drop down table exists for this field to validate the data and ensure consistent data entry Changing the technician name to someone other than yourself can signal HELP Desk to notify the other technician of the new or reassigned call Settings in your HDWIN INI file enable or disable this feature and also set the method of notification We provide a program the HELP Desk INI File Editor to make changing the settings more convenient The settings you will want to make are AutoMessage On and AutoMessageMethod Tickler NetMessage and or Email Remember the receiving technician must be running HELP Desk Alert to be notified by a tickler Priority The priority of the call The initial value of this field is taken from the client s priority field A drop down table exists for this field to validate the data and ensure consistent data entry Resolution Up to 64 000 characters of text describing the resolution of the call If you don t choose to use the Activities feature for tracking individual steps taken to resolve a call you can enter each st
18. ep in this field We recommend inserting a blank line and adding a date time stamp F9 before adding a new step How to HELP Desk for Windows Evaluation Guide Res Code The resolution code is used to categorize the way in which each problem was resolved A drop down table exists for this field to validate the data and ensure consistent data entry Status The current status of the call Some entries in this field will pre fill the When date and time and also generate network messages ticklers and or email A drop down table exists for this field to validate the data and ensure consistent data entry When This is the action date time for the Status field It is used to indicate when a call was closed or when follow up or other activity should occur Duration The time taken to resolve the call This is the actual time spent working on the problem not the elapsed time between when a call was opened and when it was closed The duration is always displayed in minutes but can be entered in days hours and or minutes For example 1 day 2 hours and 35 minutes would be entered as 1D2H35M The program default Number of work hours in day is used to convert the day entry into hours Duration is accumulated automatically as long as the call remains in edit mode Charge The charge can be entered manually or computed automatically If computed it s value is determined by the duration the client s minimum charge per call
19. he complete documentation for HELP Desk from our web site www coastaltech com Bulletin Boards allow technicians and other HELP Desk users to easily share information They can be used for displaying work schedules technical tips alerts that a server will be down for scheduled maintenance etc Bulletin boards can be accessed from the toolbar or the Utilities menu The knowledgebase siores previously solved problems to help all of your technicians solve even the most difficult questions quickly and easily Diagrams and other graphics can be added also The Open Calls List allows technicians to quickly view all open calls assigned to them New additions are color coded until they are acknowledged by the technician With more than 60 pre defined reports you re sure to find the ones you need in HELP Desk How many calls were closed last week What products are people having the most trouble with How many laser printers are on the premises How many calls were open for more than two days Which clients call the most frequently These questions and many more can be easily answered with HELP Desk Track response time print mailing labels compute support charges be aware of expiring service contracts and warranties It s all so easy The Call Window contains two buttons of special interest Referrals are used to notify personnel that a call contains pertinent information without reassigning the call For example if a customer finds a problem
20. in the Hardware window shown below Hardware Entry Configuration hain hts Tina Baccardi Type Brand Description Serial o O Shared T Cancel Purch Date Donna PO Humber Price 0 Vendor Warranty Warranty Exp oona Service Code Suc Expires Hononga Depreciate Curr Value Hardware Entry Field Descriptions Configuration The name of the configuration and the client if linked are displayed here The type or category of hardware The brand or manufacturer The model name or number The description of the hardware 24 HELP Desk for Windows Evaluation Guide How to Asset Tag The assigned asset tag of the hardware This field is used to identify equipment that is shared by several clients such as a network printer If the equipment is not shared enter N If itis shared enter P or S for primary or secondary respectively Each piece of shared equipment should be listed under each client who shares it This field should be marked S for all but one client who should be P In reports the hardware will be listed under each client but will only be added to totals if the Shared field is N or HP Purch Date Purchase date Purchase order number Warranty Exp Company the hardware was purchased from The drop down for this field accesses the vendor table The length of the warranty period Enter a number followed by Y years M
21. ion fis Charge 00 Auto Compute Activity Returned Call Technician FRAnk Priority Status Date o42695 M 04 00pm X Tickle eft message on voice mail The Reassign Call dialog box is pictured and explained below Technician sd Priority Mission Critical Status FOLLOWUP J When pooooo o oO Tickle Reassign Call Window Field Descriptions Activity A brief description or purpose of the activity Technician The technician you are reassigning the call to 16 HELP Desk for Windows Evaluation Guide How to How to Priority The priority of the call Changes made here are reflected back in the call window Status The status of the call as of the completion of this activity The call window is updated with this status When The date and time related to the status such as when the follow up call should be made When reassigning a call you would typically enter the current date and time Tickle If checked a tickler will be generated for the technician named in the activity with an event date and time corresponding to the status date above You should always generate a tickler when reassigning a call HELP Desk for Windows Evaluation Guide 18 Retrieving a Client Accessed from the Client menu Find or Profile and the button bar or When responding to a client s query you will often find it useful to retrieve the Client Profile which shows basic customer information name
22. n is selected then enter the date the contract expires If Minutes is selected then enter the number of support minutes remaining before the contract expires This number will be decremented appropriately for each call logged to this client The minimum charge that will be computed for each call logged to this client Mailing address two lines City State or Province Zip or Postal Code Country Building This field has an associated table for data validation Zone for internal addressing Floor Office room number HELP Desk for Windows Evaluation Guide 21 22 Button Descriptions Add Edit Mode Save Saves the current client record The client window remains open Help Opens the Help window Save Exit Saves the client information and closes or minimizes the client window Cancels the current add edit HELP Desk for Windows Evaluation Guide How to Adding Inventory to a Client This option can be accessed from several places but the most common methods are from the Client or Client Profile windows by choosing the Configurations button How to Ces I or This button accesses a selection window of all configurations hardware and software inventory for the current client Configurations are used to tie all of the hardware and software components of a computer system together For example your desktop PC consists of a CPU monitor keyboard disk drives memory peripherals s
23. on Options Please select tiles to install bJ HDWIN Program Files PJ Databases and Conversion Program bJ Run time Support Files DLLs L ODBC Database Driver Files L Client Files for multiuser install Cancel After making your selections an informational window will open showing the total disk space required to install your selections Assuming you choose to continue you will be prompted to enter a destination directory for each module you have chosen to install Install the HELP Desk program files Databases and Run time Support Files DLLs into the same directory The ODBC files must be installed into the WINDOWS SYSTEM directory Directory Defaults The default location for each module is listed in the table below Programs HDWIN directory on the drive Windows is installed upon typically drive C Databases The directory chosen for the programs Runtime DLLs The directory chosen for the programs ODBC WINDOWS SYSTEM HELP Desk for Windows Evaluation Guide Once all questions have been answered SETUP will begin copying files to the specified directories After all files have been copied you will have the opportunity to add programs to the HELP Desk program group The default selections will be based on the modules you have installed Creating Program Icons Select items to add to the HELP Desk program group L HELP Desk Program E HELP Desk Alert L HELP Desk 2 0 Convert Program b ODBC
24. pm Client Not Linked Problem Category Last Update 00 00 00 sujet Me Technician Fa E priorty J sI SS Resolution Cancel Sstatus e When loooo0 yl Duration B ooo Charge 00 AddiTime Addl Chrg 00 RMA Humber oOo Add to solutions when closed f Ala HL 0 Referrals 0 Activities Call Window Buttons Add Edit Mode Save Saves the call with any changes you made Save Exit Saves the call then closes or minimizes the Call window HELP Desk for Windows Evaluation Guide How to Link Links the call to a client The Client Search window will open allowing you to find the desired client Cancels editing and discards any changes you made Call Window Field Descriptions Time of Call The date and time of the call These two fields are pre filled with the system date and time The calendar button allows you to select a date using your mouse Client If the call is linked to a client the client s name is displayed here When adding a call the call is automatically linked if the client or profile window is open An unlinked call is indicated by the message lt not linked gt Problem Up to 64 000 characters of text describing the problem Category The problem category A drop down table exists for this field to validate the data Last Update This date is maintained automatically by HELP Desk It is updated each time the call is modified Subject The subject of th
25. s either the client window or the profile window Cancel Closes the select client window and returns to client search Other functions such as Link and generating a report for a single client will also open the Client Search window In such instances the match will not be displayed in the client or profile window but rather will be used simply as a response to program prompts such as the client to link to HELP Desk for Windows Evaluation Guide Adding a Client Accessed from the Client menu Add and the Select Client window While you are not required to link calls or inventory to individual clients you will probably want to in almost all circumstances If your customers pay for support or service contracts you will definitely want to add them to the system Add is used to add a new client record When this option is selected the Client Window will open allowing you to add the new client information Adding Client Client Type Title Emp Company Phone Ext Dept Group E Acet Il Service Contract SLA ead contract JE LocCode Contr Exp 00 00 00 E C Date Inve Code O Minutes thbi g aye Priority E Min Charge Cancel Address Address City Zip Code Field Descriptions Name Client s last name followed by first name Client Type The client type Valid entries are I for internal clients E for external clients This field affects how information is di
26. splayed and reported so it must be filled with I or E Emp Employee number This is an informational field and not used for searches Company or organization name HELP Desk for Windows Evaluation Guide How to How to Phone Ext Dept Group Acct Asset Tag Loc Code Inve Code Priority Contract Contr Exp Min Charge Address and Address 2 City State Zip Code Country Bldg Zone Floor Office Primary telephone number and extension Department This field has an associated table for data validation Group This field has an associated table for data validation Account number This field can be used to sort and filter reports so it is important to make an entry in this field The drop down list contains table entries for validating data The value in this field is used as a default for the asset tag of all hardware entered for this client This field can also be used to search for a client Location code This field has an associated table for data validation Type of invoice the client receives This field has an associated table to data validation The value of this field is used as a default priority for all calls entered for this client This field has an associated table for data validation The type of support contract this client maintains This field has an associated table for data validation When the contract expires If the Date radio butto
27. text above Click this button to delete the highlighted piece of hardware House Click the House button to access house hardware This enables you to move a piece of hardware from house inventory into the current configuration The top portion of the window contains a scrollable list of all hardware in house inventory The scrollable lower area contains the detail of the selected item The Add Edit and Delete buttons allow you to add to house inventory edit an existing item or delete an item respectively The Move button takes the selected item out of house inventory and moves it into the current configuration If the item in house inventory is part of a configuration you will be asked if you want to move the single piece or the entire configuration The Unlink button allows you to move the selected piece of hardware to another client or to house inventory If you are moving to another client and that client has multiple configurations you will be further prompted to select the desired configuration Click this button to access help Click this button to close the hardware selection window HELP Desk for Windows Evaluation Guide How to Adding a Tickler Accessed from the button bar and the Utilities menu Ticklers are reminders that you can set for yourself or for another technician If you are running the HDALERT program you will be notified whenever one of your ticklers is due While the ticklers are intended to notify yo
28. u of follow ups and new calls they can be used as reminders for any task including activities not related to HELP Desk For example you can create a tickler to remind you of a meeting an important birthday or anniversary or when it s time to go home List of Ticklers 3 found List of Ticklers For A FRANK Event Date Event Time Tech Name Event Description 0426995 04 00 prr FRAME Call 15020318 Return c O42 gs 11 01 arm FRAME Call John Simms about ha 0426995 04 00 prr FRAME Cal 15020318 Technician F RANK Event Date 0 4126 95 Event Time 04 00 om Event Description C all 15020318 Return call The Tickler window shows a scrollable list of all ticklers assigned to the person named in the top drop down Ticklers are added and edited in the lower portion of the window To create a tickler click the Add button Tickler fields are described below Tickler Window Field Descriptions Default Field Label Description List of Ticklers For This drop down allows you choose whose ticklers will be listed Unless you have Tickle Supervisory rights you can only view your own ticklers The recipient of a tickler must be running HDALERT to receive notification How to HELP Desk for Windows Evaluation Guide 27 Additional Features This evaluation guide covers many of the basic features of HELP Desk We d like to quickly point out some other features we think you ll find valuable Also we invite you to download t
29. uch as a CD ROM drive speakers sound card printer network card and mouse and numerous software packages Each client may possess an unlimited number of configurations with each configuration containing an unlimited number of hardware and software components Configuration Selection Ms Tina Baccardi Configuration Description Main Desktop computer Notebook Notebook computer Configuration Main Description Desktop computer The upper portion of the window lists this client s configurations The lower portion is used to add or edit a configuration Click the Add button to enter a new configuration The Hardware and Software buttons will display selection windows of all hardware and software that is part of the highlighted configuration Scroll bars allow you to view each item in the configuration The full detail of the selected piece is shown in the lower portion of the window An example of the Configuration Hardware window is shown below The Configuration Software window functions in a similar fashion HELP Desk for Windows Evaluation Guide 23 Hardware for Configuration Main 9 found j a rand dsb TS Contiguration Main IMs Tina Baccardi Type COMPUTER Brand Gateway 2000 Model 4860X266 Description Tower PC with 16MB RAM dual floppy Serial amp S98098F 3984 Description of Buttons Click the Add button to enter a new piece of hardware for this configuration Data entry takes place
30. ultimately attempted to Within this window you can scroll through all calls that have been logged to the client The horizontal scroll bar allows you to see additional information for each call The problem and resolution text for the currently highlighted call can be found in the lower portion of the window The Edit and View buttons open the call window in edit and view modes respectively The Add button opens the call window and allows you to enter a new call Click Delete to delete the currently selected call HELP Desk for Windows Evaluation Guide Adding an Activity Accessed from the Call window by clicking The Activities module allows you to independently track every step taken in the resolution of a call While you are not required to use activities with your call logging doing so provides an opportunity for better management of technical staff and more accurate tracking of each technicians workload The Activities Window displays a list of all activities for the current call The highlighted activity is shown in its entirety in the lower portion of the window This is also where data entry takes place when an activity is added or edited To add a new activity simply click the Add button Activities for Call 15020318 Start Date Start Time Activity Technician Priority 4 26 95 0324 6m Returned call FRANK a Start Date b4 2635 Start Time 03 24 pm End Date 04 2655 End Time 03 25pm Duration hooo
31. use the HELP Desk software while clients refers to the customers being supported Many fields utilize drop down pick lists to ensure fast and accurate data entry You can pre fill the pick lists by choosing Utilities Table Maintenance Field Tables or add to the tables on the fly through the normal data entry process The Field Validation setting in Security allows or prevents on the fly additions to tables on a per user basis These administrative tasks can be completed at any time So if you re ready let s jump in to HELP Desk and see what it can do How to HELP Desk for Windows Evaluation Guide Entering a New Call To log a new call choose one of the following methods From the Menu Call Add or press Ctrl A From the Tool Bar Click From the Client Profile Click EJ If either the Client or Client Profile Window is open the new call will be automatically linked to the displayed client If not the call will be initially lt not linked gt but can be linked to a client later When a call is added a unique call number sometimes referred to as work order number will be assigned and displayed in the title of the window Some companies will give this number to the customer so they can refer to the problem if they call again Other companies feel this approach is too impersonal and prefer to deal with the customer strictly by name With HELP Desk the choice is yours Call 1003 Time of Call f eT 095 03 33
32. with an internally developed application you may want to refer the call to programming or quality assurance even if the Help Desk staff is responsible for providing the customer with a workaround or update Surveys allow each call to be rated by the client This is a great way to quantify the success of your support center and individual staff members The House Inventory features allow you to keep a complete list of all unassigned or spare software and equipment in your inventory You can easily move components or entire configurations from house inventory to a client and vice versa Multiple Training Schedules allow you to store and refer to course schedules by category vendor etc If you use outside training vendors you can copy course and schedule information from the vendors web sites and paste into HELP Desk This makes it easy for technicians to recommend specific training to clients and choose courses from an approved list Our technical support staff is available to answer your questions by phone 973 744 2900 or via email at support coastaltech com Thank you for evaluating HELP Desk HELP Desk for Windows Evaluation Guide How to ORDERING INFORMATION HELP Desk Windows 3 x 95 98 NT 1 5 simultaneous User License 1 995 00 10 User License 2 995 00 Unlimited User License 3 995 00 each includes user manual and 60 days of technical support 60 day money back guarantee HELP Desk Test Drive Free Technical
33. y or generated automatically whenever a call is assigned or reassigned You would typically add a shortcut to the Alert program to your Startup folder HELP Desk INI File Editor This program provides a convenient mechanism for making changes to the HELP Desk INI File AHDWIN IND HELP Desk Convert This program will convert HELP Desk Version 2 DOS Version data to the HELP Desk 3 format ODBC Administrator This program is used to make changes to the ODBC connection which tells HELP Desk where the databases reside Starting HELP Desk When you start the HELP Desk program you will be prompted to enter a username and password Until you create your own usernames log in with the username HD press lt Tab gt and enter the password HD Administrative Duties HELP Desk offers extensive features for security configuration and customization To change the field labels and menu text choose File Preferences Screen Design Maximize the window for more convenient editing You will see two columns of categorized options which allow you to change screen text from the default settings to terminology that better suits your environment File Preferences Program Defaults allows you to customize many aspects of the program s behavior User accounts are created by choosing Utilities Security This is where you add users set passwords and grant program access rights Please note that in our terminology users refers to the people who
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