CSHD (CUSTOMER SERVICE / HELP DESK) SOFTWARE USER GUIDE

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1 CSHD (CUSTOMER SERVICE / HELP DESK) SOFTWARE USER GUIDE SUMMER 2011 SOFTWARE VER Page 1

2 INTRODUCTION Hello, and welcome to the CSHD Software User s Guide. This guide is intended as a supplement to a training session given by an experienced user or by a member of the product development or training staff. You may receive a hands-off presentation, one-on-one training, or a hands-on tutorial; in any case, this guide should provide you with any additional details not covered in the session, but it is important to at least see how the software works in order to understand how to work with it. As new features and behavioral changes are constantly being added to the software, please make sure that you have the latest available version of this guide to take full advantage of the application s latest features. CSHD was designed with the goal of giving members of the Helpdesk department a single application with which they could perform 90% or more of their daily job duties. To achieve this goal, CSHD primarily provides an integrated set of features borrowed from two well-known and well-used applications: C3 Operator, used by our Command and Control Center in Des Moines, Iowa to monitor our many customers sites, and the Salesforce.com website, used by Account Managers, Client Ops, Sales, Accounting, and other departments. Additional features augment these two central applications, helping to replace or automate third-party tools commonly used by the Helpdesk department. To a new hire who may be reading this document as part of initial training, welcome to Westec! I hope you ll find this a fun and rewarding place to work. The CSHD software may seem a bit daunting at first, but I promise you that the learning curve was made as gentle as possible to allow new users to get up to speed and begin working cases quickly. The application should provide you with easy access to your basic tools, allowing you to focus on the specifics of our various installed hardware and software platforms and how you will troubleshoot them. To experienced Helpdesk members who are re-training to use this software, I understand completely that nobody likes change. Your old routine using Operator and Salesforce may have had its problems, but it was familiar to you. However, I can promise you that getting used to this new application will be well worth it. You ll be able to diagnose problems more quickly using the integrated tools, the overhead of managing the paperwork of support cases will be reduced, and you ll be able to multitask more efficiently with the application s more open layout. Please consult this guide, and any other materials about CSHD given to you by Development or your trainer or supervisor, before asking questions or reporting potential problems with the CSHD software. A large portion of reported software errors are the result of insufficient knowledge of the program s features and abilities. By familiarizing yourself as much as possible with what CSHD can (and can t) do, you will learn how best to use it to perform your duties at Westec, minimize your frustration, and maximize our resources to provide bug fixes and new features. Thanks for reading, ~ Keith Shannon, Senior Developer and CSHD Primary Architect Page 2

3 TABLE OF CONTENTS Introduction... 2 CSHD INSTALLATION AND SETUP INSTRUCTIONS... 6 UI Basics... 7 Window Behavior... 7 Navigation Basics... 7 Links... 7 Keyboard Shortcuts... 7 Lists... 8 Context menus... 9 Spell Checker The Main Form Main Form Coloration Main Form Menus The Sites Menu The Cases Menu The Portal Menu The Setup Menu The View Menu The Help Menu The Search Sites Window Wildcards The Search Cases Window Saving Searches Using a Saved Search as a Custom View Site Details Page 3

4 The Salesforce Information Tab The Salesforce Contacts Tab The Operator Information Tab The Operator Contacts tab The Cases Tab The Devices Tab Device Actions The Schedules Tab The History Tab The Map Tab The Opportunities Tab The Notes And Attachments Tab The Case Details Window The Details Tab The Notes Tab The Attachments Tab The History Tab The User Locks Tab Display Modes Read-Only Mode Edit Mode Close Mode Create Mode The Opportunity Details Window The Information Tab The Parts Tab The History Tab Page 4

5 The Search Portal Window The Portal User Maintenance Window The User Maintenance Window Administrative View The Machine Settings Window HELPFUL TIPS Legal Page 5

6 CSHD INSTALLATION AND SETUP INSTRUCTIONS 1. Navigate to the download link provided by Development. 2. Download BOTH the Setup Bootstrapper (Setup.exe) and the CSHD Install Package (CSHDSetup.msi) to the same place on your computer s hard drive. a. Users who have ever installed any version of this software should only have to download and run the CSHD Install Package; however, for simplicity, it is recommended that most readers of this document download the Bootstrapper as well. 3. Double-click Setup.exe from the saved location to start the installation wizard. a. The installer may ask to download and install the.net Framework 4.0 Redistributable. This Framework is required to run CSHD. The Framework installer is a large file that may take some time to download and complete. b. Once the Framework installation is complete, you may be asked to restart your computer. You will be required to restart before you can use CSHD, but in most cases you will be able to install the CSHD software as well before restarting. 4. When you reach the CSHD Welcome screen of the installation wizard, navigate through the prompts: a. Accept the default installation directory of C:\Program Files\Westec Intelligent Surveillance\CSHD (the Program Files folder of the install path will be Program Files (x86) if you have a computer with a 64-bit version of Windows). b. Enter your station s phone number in the space provided in the Phone Number dialog (which should have one blank text box). This is mainly used when viewing live video, to provide audio monitoring and/or voice-down via Eagle Audio; you may leave it blank if you do not need this feature. c. In the following dialog (which should have four text boxes), you may if you wish enter the path to each of the programs listed, which are used by CSHD to provide remote admin capability. Leave these blank if you are not sure; the installer will provide a default location for each of these, which can be more easily modified from within CSHD. d. Continue through the remaining dialog(s), until you receive a dialog stating the installation was successful. 5. Run CSHD by double-clicking on the icon provided on the Desktop, or by navigating to Start->Programs->Westec in the Start menu and clicking the Westec CSHD item. 6. When prompted, enter the username and password provided to you by Development. 7. You will receive a dialog stating that the Salesforce login failed. This is normal; you must provide additional credentials to CSHD so it can log in to Salesforce using your account. a. Click OK on the error dialog. You will be shown a User Maintenance screen. Click Change SF Credentials, and two textboxes will appear. b. In the first textbox, enter the password for the Salesforce user name that appears in the Salesforce User Name textbox above. If that username is not yours, or you don t know your Salesforce credentials, contact your supervisor. c. The second textbox is for a Salesforce Security Token. To create one of these, open your web browser and log into Salesforce with your Salesforce username and password. Once logged in, click on the user menu toward the top right of the page (it will be displaying your name) and choose Setup. On the screen that follows, choose the Reset Security Token link, and on the following page, click the Reset Security Token button. d. You will receive an from Salesforce Customer Support containing your new Security Token. Copy the string (it should be 24 letters and numbers, and look like gibberish) and paste it into the SF Security Token textbox in CSHD. e. Click Save in the top left of the window. You will get a message saying Save Successful!, and then the application will close. 8. Restart CSHD, entering your CSHD username and password at the prompt as before, and the login and connection to Salesforce should proceed normally. When you see the main form displayed, you have successfully set up CSHD. 9. Most new CSHD users will have a temporary password, which is based on a formula that is easy to crack, and is probably not convenient for you. It is strongly recommended that you change your password to something only you will know, using the User Maintenance menu option of the main form. Instructions can be found under the User Maintenance section of this guide. Page 6

7 UI BASICS WINDOW BEHAVIOR CSHD is a multi-window application. Unlike some of Westec s software such as C3 Operator, CSHD allows the user to view multiple records of various types, primarily Sites and Cases, in smaller windows which are separate from the main window. These windows can be sized and placed virtually anywhere on the Windows desktop, spanning multiple monitor screens. Most importantly, the CSHD application will remember the size and location of many of the main windows of the application, such as the various search and details windows, when these windows are closed. This allows the application to open the next window of a particular type exactly where the last window of that type was located, and at the same size, allowing individual users to set up a layout of the windows of the application in an arrangement that is comfortable to them. The default behavior of CSHD is that certain windows own others. A window that is owned by another window will always appear on top of its owner when the two windows overlap, and will be minimized or closed when its owner is closed. By default, the main form described in the next section will own all instances of the Search Sites, Search Cases, Site Details, and Case Details window, as well as any smaller windows that are opened by selecting a menu option from the home screen. All other windows are owned by the window that spawned the new window. This arrangement keeps the windows that are the most central to the current task highly visible in the application. This behavior can be changed, which can be beneficial to users who have only one screen or wish to keep CSHD compact ; see the Machine Preferences section later in this guide. NAVIGATION BASICS LINKS Navigation within CSHD, other than using the shortcut keys, is performed through a combination of three items: menu items, buttons, and links. The first two should be familiar to even novice computer users, but links work a little differently than those you would normally see on a website. Links, wherever they appear, are shown as underlined text. The two most common places to find a link are in the first column of a list control, and in certain textboxes in the Case Details and Site Details windows. When you see a link, you may double-click on it to perform some action. This action is usually to open a new window with more detailed information about the record identified by the text of the link, but other actions are tied to links, such as opening external tools like video viewers or command-line diagnostics. KEYBOARD SHORTCUTS CSHD allows for fast navigation to the most commonly-used windows using the function keys as shortcuts. The following shortcut keys are available from almost any window in the application, allowing you to quickly begin a new task, such as responding to a phone call from a customer with a problem, while preserving your place in what you had been doing, such as working the existing case queue. The windows named are covered in-depth in later sections. F1 Reserved for Help functionality. Currently the only window with a Help feature is the User Maintenance window, with instructions for setting up a new login. F2 Open the Search Sites window, or bring the Search Sites window to the foreground and focus on it if it is already open. Page 7

8 F3 Open the Search Cases window, or bring the Search Cases window to the foreground and focus on it if it is already open. F4 Opens the Case Details window in Create mode, allowing the user to begin creating a new support case. F5 For most windows, this causes any visible list controls to refresh their data. On the Case Details screen, F5 performs a Refresh of the entire case record displayed in the window. LISTS Virtually all of the major windows of CSHD will show at least some data in the form of a list. These lists can show wildly different information, yet almost all of them have a similar set of features. Each list in the CSHD application, including on the home screen, has a Size to Fit button and a Refresh button. The only lists that do not have both are the summary count lists found at the bottom of the main form; these only have Refresh buttons. Clicking these buttons will perform the stated action: Size to Fit will resize the columns in the list to show as much of each column s data on one line as possible, while wordwrapping columns that have too much text to show on one line given the list s current size. o Before: o After: Page 8

9 Refresh will re-retrieve the most recent data for the list from the appropriate source. This may take a few seconds; while the retrieval is happening, the icon on the Refresh button will change to an hourglass: o o Before/After: During: In addition to the Size to Fit function, any list can also have its columns manually resized as desired by the user. This is done by placing the mouse on the border between two columns of the list until the mouse cursor changes to a pair of horizontal arrows, then clicking and dragging to move the border. The column to the left of that border will be resized. Certain lists will auto-refresh based on a timer. The window that refreshes lists most often is the main form; once per minute, all visible lists on the main form will refresh their data, to provide you with up-to-date statuses of the case queues and summary counts. The Device List control of the Site Details window also auto-refreshes, but it does so only as often as the devices shown in the list ping back to Westec s servers. Even when a list auto-refreshes, you may manually refresh it at any time by clicking its Refresh button or pressing F5. Any list in the system can also be sorted by clicking on the column header by which you wish to sort. Clicking once will sort the column in ascending order; subsequent clicks on the same column will alternate between sorting in descending and ascending order. Lastly, lists of support cases, found on the main form, the Search Cases window and in Site Details, have a checkbox labeled Show Row Headers. Clicking this checkbox will show an extra column on the left side of the list, which will keep track of the currentlyselected row in the list. This can be useful for keeping your place in a specific list of cases you are working with. CONTEXT MENUS A growing number of controls in the system have been given a context menu of specific operations that can be performed on the control itself, or using its data. These context menus are normally accessed by right-clicking the control, or by pressing the context menu key on the keyboard, which will have the icon shown on the right. The following is the current list of controls with right-click menus, as of the software version noted on the title page. Most operations should be familiar to computer users in general; where necessary, further explanation is given. Many of the context menu options have keyboard shortcuts. Textboxes Depending on whether the textbox is editable or not, all textboxes in CSHD will have the Select All, Cut, Copy, Paste, Undo and Spell Check menu options. IP Address Textboxes There are three textboxes on the Devices tab of Site Details (explained in detail later). In addition to basic read-only textbox operations, these textboxes also allow the user to perform command-line network diagnostics on the IP addresses shown. The operations are Ping (sends a series of small packets from your computer to the remote Page 9

10 computer, expecting a response), TraceRt (lists the IP address of every node along the network path between your computer and the remote computer), and PathPing (a comprehensive combination of the Ping and TraceRt operations which is useful in identifying bottlenecks in the system, but can be very slow to complete). Drop-Down Lists Drop-down lists in the system are often populated with list items in a lazy fashion (items are retrieved from data sources just in time to display them the first time), and then those items are cached locally so they do not have to be re-retrieved. While this economizes on network usage, it can prevent users from accessing items that were added after the initial retrieval of the item list, which can in certain cases prevent records from being updated correctly. To avoid this, drop-down lists have a Reload Items context menu option, which will force the software to re-retrieve the items for the list (including any new ones), replacing any cached items. Case Lists All case lists now have a Sort By Color option, which sorts the cases in that list in order of their color: red first, then orange, yellow, blue and white. In addition, Team Leads and above have the ability to assign cases to themselves or other users from case lists in the main form, by first showing the row headers, then selecting rows, right-clicking, and choosing Assign to User or Take Ownership. SPELL CHECKER New in v of this application is a spell-check feature. This feature requires Microsoft Office 2007 or 2010, and specifically the Word application, to be installed on your computer, but you may use other features of CSHD without it. The feature is available from any textbox that is currently in an editable state. Simply right-click the textbox, and choose the Spell Check option, OR use the Ctrl-K keyboard shortcut. For each word found to be misspelled, the Spell Checker will show the word, and provide a list of suggestions in the drop-down box below. Simply choose the appropriate suggestion from the list and click Replace to replace the first occurrence of that misspelled word, or Replace All to replace every occurrence. If a misspelled word has no suitable suggestions, you may attempt to correct the spelling yourself by typing in a new word. Or, you may simply ignore the word if you know it to be a correctly-spelled proper noun or jargon term. Page 10

11 THE MAIN FORM The Main Form, also called the Home Screen, is the first window shown once the startup process is complete: This window contains five lists providing summary information helpful to most CSHD users. At the top is a list of cases that are owned by the currently logged-in user ( you ). The second pane defaults to a view of cases with a New status, but this can be customized; more information on how to do that is given in the Case Search section of this document. The bottom three panes are dashboard summary lists of created cases, open cases, and cases closed today, grouped by the origin, the owner, or the person who closed the case, respectively. The New Last N Days view can be set to display the count for any number of past days. The default is 1, showing only cases created today (since 12:00 AM UTC). Common secondary settings include 3 days, which on a Monday will show all cases created over the weekend, and 7 days, which on a Friday will show all cases created during the work week. You may change the relative sizes of these lists in the window by clicking and dragging the raised border between any two lists. One list s size will increase while another will decrease. There is a minimum size for most of these lists; attempts to resize the list or the entire window to less than the minimum size of one or more lists will not be allowed. If you wish, you may also hide one or more lists that are not useful to you, using options in the View menu; there is more information in the menu descriptions below. The application will remember the visibility and relative sizes of these lists, along with the size and location of the main form, when it is closed, and restore the lists and the main window to these sizes and locations when CSHD is restarted. Page 11

12 MAIN FORM COLORATION As of v1.0.2 of the software, lists of cases are now color-coded. This color-coding is most visible on the main form, but will also appear in case lists in the Search Cases and Site Details windows, which will be discussed later. The color-coding rules for lists of cases were updated in v1.1.6 of CSHD, and are as follows: Yellow An open case with a Level 1 priority more than 8 hours old, OR with a Level 2 priority and more than 12 hours old. These cases should be addressed as a higher priority than cases shown in the default black-on-white coloration. Orange An open case with a Level 2 priority more than 18 hours old. These require urgent attention, as the underlying problem may be causing degradation of the C3 s ability to monitor the site effectively, or decreasing our client s satisfaction with our service. Red An open case with a Level 1 priority more than 12 hours old. These require immediate attention, as the site cannot be monitored by C3, putting our clients safety at risk, and/or we are at risk for losing the client s business. Letting Level 1 priority cases reach this red status is against our business policies and should be avoided if at all possible. Blue An open case with a Level 5 priority that is more than 12 hours old. These cases are invariably from the Self Service feature of our customer website, and require special attention from designated helpdesk members. In addition, the three dashboard lists at the bottom of the home screen are also color-coded. In all cases, green is good, yellow is warning, and red is action required : New Cases List: O Green Less than 100 cases created from this source O Yellow Between 100 and 179 cases O Red 180 or more cases created; this is normally seen for cases originating from C3, and the Helpdesk historically cannot sustain a case closure rate to match this rate of influx of C3 cases while also attending to phone calls and e- mails. Open Cases List: O For individual Helpdesk and AM department users, Support Development, Self Service and Client Operations : Green: 25 cases or less Yellow: cases. This status generally indicates a high load of cases requiring follow-up by the user, or a large backlog of cases assigned by others. Red: 50 cases or more. This status indicates a severe overload for a particular user, or stagnation of cases in the user s ownership queue requiring managerial attention. O For Scribe Integration User: Green: 100 cases or less Yellow: cases Red: Over 200 cases. Closed Cases List: O Green: 25 or more cases closed by this user (daily quota met) O Yellow: Between cases (approaching quota) O Red: Less than 18 cases (severely under quota) Page 12

13 MAIN FORM MENUS THE SITES MENU The first menu on the home screen, the Sites menu, contains items used to search for and view details concerning Sites, or Accounts, in the Salesforce and Operator systems. Search Opens the Search Sites window, covered in a later section. Note the keyboard shortcut of F2. From almost anywhere in the system, except when viewing an error or information message, you may press the F2 key to open the Search Sites window, without having to go to the home screen and use the menu. Recent Contains a list of sites that have been viewed previously using CSHD. This is generally referred to as the Recent Sites list. This list will start out empty when CSHD is first run, but as the application is used, the list will fill up to a maximum of 20 sites. The list is sorted in descending order of the user s having visited the site. The one(s) at the bottom are the least recentlyvisited, and will fall off the list should a site be viewed that isn t in the list yet. The list may be cleared of all recent sites using the Clear All item at the very top of the menu. THE CASES MENU The second menu on the home screen is the Cases menu. Similar to the Sites menu, it contains items used to search, create, and revisit support cases in the Salesforce system. Search Opens the Search Cases window, covered in a later section. Note the keyboard shortcut of F3; much like the Search Sites keyboard shortcut, this key may be pressed while viewing almost any window in the application to open the Search Cases window. Create New Opens the Case Details form in a special Create mode, allowing entry of information needed to create a new Salesforce support case. The Case Details form is covered in-depth in a later section. Note the F4 key; like F2 and F3, this key can be pressed from anywhere in the system to open this window. Recent Functions much like the similar submenu of the Sites menu, except this one shows recently-viewed support cases. This is referred to elsewhere as the Recent Cases list. THE PORTAL MENU The Portal menu contains a feature used to perform simple troubleshooting of user accounts in the new Customer Portal. Manage Users Opens the Search Portal Users window. This window allows you to search for Portal users by name, or Portal username, and then double-click a user to enter the Portal User Maintenance window to perform troubleshooting or simple editing of user information. THE SETUP MENU The Setup menu contains windows that are rarely used, but very important for the configuration of the CSHD application: Machine Preferences Opens the similarly-named window, allowing configuration of settings which will be used for any user who logs into CSHD on the current computer. Page 13

14 Security Management This item is only accessible by high-level users (currently Managers and Admins) of CSHD. It is used to assign permissions to perform various restricted actions in the system. User Management Opens the similarly-named window, in which all users can change their passwords and, if necessary, their Salesforce login credentials. High-level users have more advanced access to fields in this window, and can view and edit user information for any user in the system, and create new users. THE VIEW MENU The View menu contains items that allow users to customize and update the home screen: Refresh All and Size All to Fit These menu options function similarly to the buttons in the lists on the screen, except they will perform the same action on all of the lists in the window at once. Custom Case Views - Contains a list of all search criteria that were saved to the default location using the Search Cases window, as well as a few default criteria sets that are available immediately. The currently-selected one is checked; selecting a different one will cause the middle list on the home screen (which defaults to New Cases ) to show the results of this custom search. This feature will be described in more detail in the Case Search section. Show/Hide Panels - Contains an item for each of the five lists on the home screen. They all default to a checked state, meaning the list is shown on the home screen. Selecting the item in the menu will toggle the checkmark, and show or hide the list on the home screen. You can use this to hide lists that are not important to your daily work, allowing more space for lists that are more important to you. The application will remember these settings along with the size and location of the window when it shuts down, and restore the window to this same state when CSHD is restarted. THE HELP MENU The Help menu currently contains items that allow users to upgrade and comment on the application: About - Launches a simple window showing the current version of CSHD installed on the computer, along with copyright information, usage rights, and most importantly, a button that will immediately check to see if a new version is available. This same check is also performed on startup. Submit a Suggestion Shows a simple window allowing users to type in and send suggestions to the development department. This window s purpose is to allow an easy, centralized means to report any unstable behavior, or needed or wanted features, etc. These suggestions will be sent to the development team, who will review and respond to them as time allows. Currently, this feature is available to all users; however, if it is abused, it will be restricted to only trusted users to be determined by CSHD management and development. Please suggest responsibly. Page 14

15 THE SEARCH SITES WINDOW The Search Sites window is accessed by going to the Sites menu of the home screen and selecting Search, or by pressing the F2 key from almost anywhere in the system. A special version of this window is also shown when the user double-clicks on the Site field of the Case Details form when they are creating a new case. Its purpose is to allow users to find Account or Site records by searching for various criteria. Only one Search Sites window can be open at a time. This is because searching for sites is a CPU and network-intensive operation that can slow down not only your computer, but others as well. If a search sites window is already open and you attempt to open another, the existing Search Sites window will be selected and brought to the front of the desktop. To use the window, type one or more search terms into one or more of the criteria fields shown in the top part of the window, then click the Search button. Pressing Enter will also begin the search; if you prefer to use the keyboard instead of the mouse to navigate, be sure to use the Tab key instead of Enter to move between items on the window. All search terms are case-insensitive; a search for jared will also return sites named Jared and JARED. The Address field does not have all its fields named, but they are arranged in a standard printed address format: the top textbox is for the street address, and then the bottom textboxes, from left to right, are the city, state, and zip code. Page 15

16 Note the checkbox labeled Sites In Test Only. When checked, the search will return only sites that currently have an active, running test schedule (and thus the site would show with yellow statuses in Site Details, described later). When not checked, the search will return all results regardless of testing status. Any combination of search terms can be used for a single search provided there are records for which all the provided criteria match. For instance, you could search for all Jared jewelry stores in Texas by entering Jared as the site name, and TX in the State field of the address. You can search for a specific site by entering the location s brand name in the Site Name, and the specific number in Site Number, OR, because site numbers are part of the site names, you can enter both identifiers into the Site Name field (usually, site number should come first). The search results are shown in a list similar to most in the system, and the Site Number is underlined. Double-clicking the Site Number of a row will open the Site Details window showing more information about the site. WILDCARDS Most of the criteria fields have a Use Wildcards checkbox immediately below them. When checked, the behavior of the search will depend on the presence and position of asterisks ( * ), used as wildcard characters. A wildcard is a placeholder that will match any number of characters, or none at all, and can be used to indicate that the search term is only a part of the full field value being searched for: If there are no asterisks in the search term (ex: a site name of 469 Jared ), OR if the search term has an asterisk at both ends ( *469 Jared* ) the search will return all records for which the related field value contains the search term. In the example, the search will return the 469 Jared site, and also 2469 Jared (because 469 Jared is a sub-string of 2469 Jared ). If there is an asterisk at the end of a search term (ex: 469 Jar* ) the search will return all records that begin with the search term. In this case, the search will return ONLY 469 Jared, because that site is the only one that begins with exactly that search term. If there is an asterisk at the beginning of a search term (ex: *88 Panda Express ), the search will return any items that end with the search term. The example search term will return Panda Express sites 988, 1388, 1488, 1788, and Asterisks can also be in the middle of a search term ( *Fresh*Easy ). This can be useful when sites are not named consistently; for instance, the example will return all sites named Fresh & Easy OR Fresh and Easy. When a Use Wildcards field is NOT checked, the search will only return results for which the search term exactly matches the field being searched. A Site Number search for 469, without wildcards, will return any site whose number is exactly 469, so the search will return 469 BJ s Restaurant, 469 McKenna, 469 Jared, etc. Asterisks entered as part of a search term when wildcards are not used will be used verbatim to match a part of the actual column data being searched. This will normally result in the user receiving zero search results, as there is currently no site with an asterisk in its name. Page 16

17 THE SEARCH CASES WINDOW The Search Cases window is accessed from the home screen by going to the Cases menu and selecting Search, or by pressing the F3 key from almost anywhere in the system. A special version of this window is also shown when the user double-clicks on the Related Case field of the Case Details form when closing a case. Its purpose is to allow users to find Case records by searching for various criteria. The function of the Search Cases window is much like that of the Search Sites window; to use it, simply type in one or more search terms in the given criteria textboxes, and click Search or press Enter to perform the search. Wildcards can be used in the four textbox fields at the top of the criteria section, but not in any other field. Most other fields are drop-down lists; to use them, click the down arrow on the right side of the control, and pick a value, or type the first letter of the desired value until it is shown. The Opened Date of cases can be searched for in three ways; by a specific date range, or by one of the relative date constants available in Salesforce. Be aware that the Last N Days number value is a little different than the view on the home screen; a value of zero days returns only today s records, while the last 1 day will include yesterday s records. Page 17

18 SAVING SEARCHES In addition to the basic searching features, the Search Cases window also allows users to save a set of search criteria for later use, and to load a saved search. This saves some typing when performing common, complex searches. To use this feature, after entering your search criteria, click the Save Search As button toward the bottom of the screen. You will be given a simple dialog to choose a location and filename. It is highly recommended that you use the default location to save searches, as this location is used to find searches to use as custom views. However, if you are saving a search for another reason, such as to send to another user, you may choose any location you wish that is accessible to you as a Windows user. It is important to know that it is the criteria being saved, not the results of that search if run immediately. This allows the user to create a set of favorite case searches, similar in many respects to Reports or Queues in Salesforce, which will show current information matching the criteria whenever the search is run. To load a search you have previously saved or received from another person, click the Load Saved Search button. You will be given a simple dialog to use to find and open the search. Once opened, the window will be populated with the criteria stored in the file. The Search Results list will show the cases matching the criteria of the last search. The Case Number field is underlined; double-click this field to open the Case Details window for that record. USING A SAVED SEARCH AS A CUSTOM VIEW Saved searches have the additional ability to be used as custom views on the home screen. Users for whom the New Cases view does not have much value can instead save a search in the default location, and it will then be available in a menu on the Home Screen to replace the New Cases view. Here s a quick how-to: 1. In the Search Cases window, enter the criteria by which you wish to filter cases in your new custom view: Page 18

19 2. Click the Save Search As button, and enter a filename for the search. This filename will be used as the name of the custom view in the menu and as the title on the list itself. Make sure to save the file to the default location provided when the save dialog opens: 3. On the home screen, click the View menu, and find the Custom Case Views submenu. This menu will contain all searches saved to the default location. The menu is loaded when the application first starts, but is not automatically refreshed afterward; to see your new search in the menu without restarting CSHD, click the Refresh option in the Custom Case Views submenu. Page 19

20 4. When you see the search you have created, select it in the menu. The list in the middle of the screen (if you are viewing all of the available lists in the home screen) will change to the new title, and refresh itself with the results of the saved search criteria: Remember that saving a search saves the criteria, not the results. So, as this list is auto-refreshed (remember, all lists on the home screen are refreshed every 60 seconds), if new cases are created that meet the criteria of the search behind your custom view, they will appear in the list. This allows you to create views that can be used as custom work queues, or, with the Total function shown at the bottom of each list, a search can be a custom dashboard report. A word of caution: Although the search features allow for searches that can return a large number of records, it is strongly recommended that you do not set up a query that regularly returns more than about 300 records as a custom view. Because the custom view will be auto-refreshed, the application will have to perform this search every 60 seconds, which for a search that produces a lot of results will cause a drain on network and CPU resources that can affect other computers on the network. Page 20

21 SITE DETAILS The Site Details screen can be accessed by selecting an item from the Recent Sites submenu of the Sites menu on the home screen, by double-clicking a site number field in any list of sites (primarily on the Search Sites screen), or by double-clicking the Site field of a Case Details screen. When opened, it will be loaded with the information pertaining to the related site record. Multiple Site Details windows can be open at once, to allow users to multi-task with better efficiency than is currently allowed by Operator. The Site Details window is a complex window that shows a lot of information from various sources; however, the information has been segregated into various tabs containing groups of related data, providing for an easier user experience. The Devices tab is shown first when the window opens in the application, but for clarity, the tabs will be shown and described from left to right order. Not all of the tabs described below will display for every site. If a site does not have a Salesforce Account record, tabs containing Salesforce information (Salesforce Info, Salesforce Contacts, Cases, Opportunities, and Notes and Attachments) will not display, AND you will not be able to create cases for this site. If a site does not have an Operator record, sites containing primarily Operator information (C3 Information, C3 Contacts, Devices, Schedules, and History) will not display. In either situation, the user will receive a warning dialog alerting them to the missing information. THE SALESFORCE INFORMATION TAB The Salesforce Information tab, labeled Salesforce Info, will show basic information about the site that CSHD has retrieved from Salesforce. This information is all read-only, however certain fields, such as the Monitoring State, Service Level, and Advisory Notes are very important to check when working on a support case. Page 21

22 THE SALESFORCE CONTACTS TAB The Salesforce Contacts tab, labeled Contacts (SF) in the application, shows a list of names, s and numbers of contacts related to the site in Salesforce. Helpdesk users will usually be more interested in the Operator Contacts tab, however this tab can be useful if a user needs to contact someone related to the business side of operations at Westec. Page 22

23 THE OPERATOR INFORMATION TAB The Operator Information tab, labeled C3 Info in the application, contains the basic information about the site that would be available using the C3 Operator application. This information is all read-only. Note that both the Salesforce Info and C3 Info tabs both have fields for Monitoring State and Service Level. These fields do not always have the same information. When opening a Site Details window for a site, if this information doesn t match, OR the information available indicates that service to this site is discontinued, the user will receive a warning message alerting them. This is not a bug; the behavior is by design, to inform the user of the data discrepancy. The purpose of the warning is to ensure that the CSHD user does not attempt to troubleshoot an issue, or worse, dispatch a technician, for a site that is no longer active with Westec because the status data had not been properly updated. The user should verify that the site is actively subscribing to Westec s services before attempting to troubleshoot any technical issue with the site. Page 23

24 THE OPERATOR CONTACTS TAB The Operator Contacts tab, labeled Contacts (C3) in the application, contains the contacts that would be shown to a user of the C3 Operator application. In addition to known contacts, this tab also contains the phone numbers where applicable for the alarm panel of the site, the site s voice line or Premise line, and/or an emergency contact number (usually the nearest police station). The phone numbers are hidden behind a layer designed to force users to record a log of their calls to these numbers, similar to Operator s functionality. Click the Show/Call button to open a window with the phone number. In order to close this window, the user must choose one of the Call Dispositions from the drop-down, add notes pertaining to the call, and then click Done. Page 24

25 THE CASES TAB The Cases tab shows a list of all cases, open or closed, that have ever been created for this site. The Case Number fields are underlined; double-click one to open the Case Details window for the selected case. Note the Create New button. Clicking this button, or pressing F4 from any tab in this window, will open the Case Details form in its Create mode. The Site field of the new case will default to the same site shown in the current Site Details window, unlike when Create New is selected from the Home Screen or F4 is pressed on most other windows. Page 25

26 THE DEVICES TAB The Devices tab is perhaps the most important tab in Site Details from the perspective of most intended users of this application. It contains most of the information about DVRs and alarm panels present at the site, and tools for interacting with and troubleshooting them. At the top is the Device List. Similar to Operator, this list shows the devices for the current site: their names, current armed/disarmed/testing status, and the last time the device sent a heartbeat or ping to Westec s systems. The highlighted device is the one for which the Device Details section and Sensors list below are showing data. Most of the Device Details fields are self-explanatory. Note that the IP addresses, where shown for a device, are underlined. Doubleclick the IP address to test that IP address using the ping utility from the Windows command line. You may also right-click these address textboxes for additional diagnostic options such as trace-route operations. Note that the Viewer Type is a drop-down list. Tier 2 users and above may change the Viewer Type for DVR devices, in order to set up or fix issues with live and recorded video. It should be noted that the viewer type should only be changed by experienced users who are aware of the resources required for each viewer type. Other fields are also editable on this tab as of v Page 26

27 DEVICE ACTIONS The Device Actions menu, with the wrench icon, contains the useful tools you are familiar with from Operator, as well as a few new ones. Observe the keyboard shortcuts listed. These shortcuts will be invaluable when quickly diagnosing a problem with a site: Launch Live Viewer (Alt+V, OR double-click the device name in the Device List) Launches the appropriate live video viewer for the currently-selected device, allowing you to view live video. These tools are identical to the ones used by Operator. Launch Search Viewer (Alt+S) Launches the appropriate recorded video viewer for the selected device, allowing you to view recorded video clips. Again, these tools are identical to what is available to C3 Operator users. Launch Remote Admin (Alt+R) Similar to but more powerful than its counterpart in Operator, the Launch Remote Admin feature will use a connection profile selected for the site to launch and in most cases automatically log in to the favored remote administration tool for the selected device. Supported platforms are UltraVNC, RealVNC, RAdmin, and Windows Remote Desktop (RDP). The application can automatically enter login credentials for most VNC sites, and can show the username and password needed for other sites. If the profile for a site has not yet been created or selected, Tier 3 and higher users will be shown the Configure Remote Admin window, while Tier 2 and lower users will be shown a dialog stating that the profile does not exist and to contact a Tier 3 or Team Lead to set one up. Configure Remote Admin (Alt+C) The Configure Remote Admin screen is used to select or create a profile that is used by CSHD to connect to the site s DVR using the correct tool and with the proper credentials. Tier 3 users and above currently have access to this tool. Tier 1s, Tier 2s and Account Managers should contact a Tier 3 or Team Lead to set up a profile for a site that does not currently have one. Creating or choosing a connection profile is usually a one-time process for a device. Scan TCP/UDP Ports (Alt+P) The Port Scan window (seen to the right) is a powerful diagnostic feature of CSHD, intended to replace ZenMap and other third-party port-scanning tools. When opened, it will immediately begin trying to establish TCP and UDP connections to the selected device, using a profile of important ports based on the type of device being scanned (DW Unified or Embedded box, ivr/nvr, RapidEye, or cvideo). The window also allows the user to manually scan other ports of interest for a particular site or issue, by typing in one or more port numbers (more lines are available by clicking the More button below the lines), selecting the protocols to test, and clicking Scan. Get DVR Health (Alt+H) Available for DVRs running Notify 3.0 or above, the DVR Health Report is a summary of the current status of the device, including software version, recorded video time, camera list, and important software status. Get Event Log (Alt+E) Available for DVRs running Notify 3.0 and above, the Event Log returns a list of Windows system events of interest between certain dates entered by the user, including those logged by Westec software. Send Reboot (Alt+B) Available for DVRs running any Notify version, Send Reboot will tell Notify to reboot the DVR, similar to its counterpart command in Operator. Manage Test Schedules (Alt+T) This command shows a simple window with a list of current and future test schedules for the entire site, and also allows the user to create a new schedule and cancel current or future schedules. The user may only place the entire site (all devices, all sensors) in test mode, and may only do so for a maximum of 4 hours, usually for the purpose of hiding events from C3 while a tech is on site performing troubleshooting or upgrades. Page 27

28 THE SCHEDULES TAB The Schedules tab shows the open/close schedule for this site, if one exists. Opening and closing times, with thresholds for early and late opening/closing, are shown for sites that have them, while sites that operate on 24-hour schedules will be shown with a red block on any days the site does not open or close. Sites and/or devices that do not have a schedule will display a grey No Schedule bar for each day the device does not have a schedule listed. This tab also has the Site Time display similar to Operator, useful for determining the local time of the site. Page 28

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