everything HelpDesk Help Files May 2009 GroupLink Corporation 2009 GroupLink Corporation. All rights reserved

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1 everything HelpDesk Help Files May 2009 everything HelpDesk Help Files GroupLink Corporation 2009 GroupLink Corporation. All rights reserved

2 GroupLink, everything HelpDesk, GroupLink ereferrals and ContactWise are all registered trademarks of GroupLink Corporation. The information in this document is subject to change without notice. If you find any problems in the documentation, please report them to us. GroupLink Corporation does not warrant that this document is error-free. This document is provided, without warranty of any kind, either expressed or implied. GroupLink 563 West 500 South Bountiful, UT This manual may not be copied, reproduced, distributed or sold in whole or in part without written approval from GroupLink Corporation. The owner or authorized user of everything HelpDesk may use this manual in printed or electronic version for the sole purpose of learning to use the software. Other company or product names mentioned herein are trademarks of their respective companies. Any mention of third-party software is for informational purposes only. GroupLink Corporation assumes no responsibility with regard to the performance or use of those products. ehd May 2009 Table of Contents THE EHD TICKETING SYSTEM... 3 CREATE A TICKET... 3 TICKET INFO... 4 WORKING WITH FILTERS IN TICKET SEARCH OR REPORTS... 6 WORKING WITH TICKETS IN TICKET SEARCH AND REPORTS... 8 RUN A GRAPHICAL REPORT FROM THE TICKET SEARCH... 9 NAVIGATING THE MY TICKETS WINDOW...10 MANAGING YOUR ASSETS...12 ASSET TRACKER ASSETS...12 ASSET TRACKER SETTINGS...20 SETTINGS (EHD CONFIGURATION)...21 CHANGE YOUR BASE URL...21 SETUP A NEW DATABASE ON YOUR SERVER...22 SET UP OUTGOING MAIL...22 SETUP THE TO TICKET FEATURE...23 INTEGRATE WITH LDAP

3 CHANGE THE MARQUEE TEXT...26 CHANGE MY SESSION TIMEOUT LENGTH...26 CUSTOMIZE A STATUS...26 CUSTOMIZE A PRIORITY...27 ENABLE ASSET TRACKER...28 RELOAD YOUR LICENSE AGREEMENT...29 USER MANAGEMENT...29 SEARCH AND SORT YOUR USER ACCOUNTS...29 CREATE A NEW USER...29 EDIT A USER S INFORMATION...30 DELETE A USER...30 GROUP MANAGEMENT...30 ADD A GROUP...30 ADD A LOCATION...31 CREATE A CUSTOM FIELD FOR ALL CATEGORIES AND CATEGORY OPTIONS IN A GROUP...31 CREATE A CUSTOM FIELD FOR SELECTED CATEGORIES AND CATEGORY OPTIONS IN A GROUP...32 TICKET SETTINGS...34 CREATE A NEW CATEGORY...34 ADD A CATEGORY OPTION...35 CREATE AN ASSIGNMENT...36 ADD A NEW TECHNICIAN...36 SURVEYS...38 THE SURVEY PROCESS...38 SCHEDULER...40 CREATE A NEW SCHEDULED TASK...40 KNOWLEDGEBASE...41 CREATE A NEW ARTICLE...41 MAKE AN ARTICLE PRIVATE...42 SEARCH FOR ARTICLES...43 The ehd Ticketing System Create a Ticket - Go to your support Login page. The URL for this page will vary depending on the web address designated in the HelpDesk system. 3

4 - Enter your Login ID and Password. If you do not already have a Login ID and Password, click the New user? Register Here link. This will launch a separate window where you will enter your personal information and create a new account. - Once you have logged in, click the Create New Ticket button located in the My Tickets screen. A New Ticket window will appear. The New Ticket is broken into three sections: Contact Information, Ticket Info, and Description Contact Information - In the New Ticket window, your Contact Information is already filled in with the info associated with your Login ID and Password. Ticket Info (You must fill in the Ticket Info in order. The drop-down options for each category pre-determine which option will appear in the drop-down for the next category.) - Location: Choose a location from the drop-down menu. The location options can be based on Buildings, Business Sites, etc. Choose the location that best describes the area where your problem exists. - Group: Once you choose a Location, a drop-down menu will expand for the Group category. Choose a Group from the drop-down menu. (Note: Groups are often broken down as company departments.) - Category, Category Option, and Assignment: Choose the appropriate options that apply to your problem from the drop-down lists from these three categories. - Other options can be added to the Ticket Info section as they are needed for your company or department. Fill in any other categories that have an asterisk (*) next to their name. Description - Fill out the Subject and Note as you would an . Give a short title to your problem in the Subject line, and then describe your problem in detail in the Note text box. - You can attach a relevant file to your ticket by clicking Browse, which will launch a pop-up window where you can navigate to files on your computer. Once you have filled in all the relevant information, click Submit. Once your ticket has been submitted, it will appear in the Owned by me tab in the My Tickets screen. Ticket Info Once tickets have been created, you can view and edit them. The following is a brief explanation of the contents of a created ticket: The first three sections of a created ticket are Contact Information, Ticket Info, and Description. These three sections contain all the information entered when the ticket was created. For more detail, see the Create a Ticket article. 4

5 The rest of the ticket is broken up into four sections: Sub-tickets, History Comments, Ticket Audit, and Survey Results. These four sections record various status changes and actions that occur after the ticket has been created: Sub-tickets Tickets can be linked in a series of Parent and Child tickets. This feature enables tickets to be organized in a hierarchy. For example, if a ticket is logged concerning a virus that has spread department-wide, it is also very likely that other tickets will be logged that detail specific problems caused by that virus. All of these sub-problems stem from a single problem the virus that has spread throughout a department. If you choose to link the sub-problems to a main ticket that a critical virus have been detected those subtickets will be listed in the Sub-Tickets section of the main ticket. From this section, you can click on each individual sub-ticket to view the full ticket. History Comments Whenever a change is made to a ticket via the Toggle Edit Mode the person editing the ticket is prompted with a Note textbox. The Note textbox is designed to allow the person editing the ticket to explain that the ticket is being changed, clarify why the ticket is being changed, or notify others about a related issue or problem. The notes are recorded in the History Comments section where everyone who can view the ticket can see them. In this way, ever ticket contains a history of explanations, concerns, etc., that pertain to that ticket. Ticket Audit On every ticket there is a Ticket Audit section. The Ticket Audit is designed to record and time-stamp every change that is made on a ticket. This section is designed by default to be collapsed. To see the Ticket Audit information, click on the blue triangle in the section header. The Ticket Audit section has five different columns: - Field Name: Records the field or category being changed. For example, if the audit trail is recording a change in Status for a ticket, Status will appear in the Field Name. - From and To: These two columns record the actual change to the ticket the change from one designation to another. For example, a status can change from Awaiting Dispatch to Work In Progress. - On: Records the date and time the change was made. 5

6 - By: Records who made the change. For example, if technician jlord changes the Status of a ticket from Awaiting Dispatch to Work In Progress on September 19, 2008 (2:54 PM), the Ticket Audit will record it as follows: Survey Results End-users can be given the opportunity to fill out a survey after the problem described in their ticket is solved. This allows HelpDesk administrators to run reports on customer satisfaction. These surveys are attached to the bottom of the ticket so that, when viewing a ticket and its status changes, you can also view the end-user s response to the help desk process. Working with Filters in Ticket Search or Reports The Ticket Search is designed to create custom filters that allow you to search for tickets and run graphical reports. The screen is divided into two main sections: the top part is the criteria you select to define your filter; the bottom part will contain the results of the filter you defined. You also have the ability to save filters for quick and easy searches. Create a Filter - The Ticket Search automatically loads as a new filter. - First, name your filter by typing a new name in the Filter Name text field. - You have the option of making the filter private or public. Click the Mark as Private check box and the filter will only appear under your My Filter drop-down box. Leave the check box blank and the filter will appear organization-wide under the Public Filters drop-down box. - Next, select your search criteria by choosing which options you would like to search on and have appear in your results. There are 20 separate boxes. You can search on Ticket Number, History Note, Estimated Completion Date, Custom fields, etc. - Among the 20 separate boxes, you can add search criteria with text fields, dropdowns, or system searches ( ): - Text Field criteria: type in any text field among the search boxes. To add your text as a criteria for your filter, click the green plus sign located at the end of the text field. 6

7 -When you click on the green plus sign it will list your text as a search criteria in the main box below. - Drop-down criteria: click any drop-down arrow and select the option you would like to search on. Once the option you select fills the drop-down box, click the green plus sign located to the right of the item. - System Search criteria: click on the magnifying glass for Category or Category Option to launch a pop-up window that will list these search options in their hierarchical order. Click the check boxes next to the options you would like to search on, and then click Apply. (Note: the search method for Category and Category Option are presented in a separate pop-up window, allowing you to see the hierarchical order. In other words, you are not only able to see what Categories or Category Options are available, but you are able to see what Group each Category belongs to, or see what Category a Category Option belongs to.) - To remove an item from any search box, click on the red delete sign located to the right of every listed search item. -Next, define the Column Order for your filter. In the upper right corner of every box (except History Subject, History Note, Custom Fields, and Survey Results) there is a check box. Click on this check box to add the search header to the Column Order box. The Column Order box defines how your search results will be displayed, assigning a column to each search header added. For example, if you add two groups to your search filter but do not add the search header Group to the Column order box, the filter will still search for your selected groups, but the search results will not assign Group its own column. - You can arrange the order of the items listed in the Column Order box by dragand-drop. You can move two or more at a time by using your shift key along with the mouse. The defaults for the results are: Priority, Ticket #, Location, Subject, Category Option, Assignment, Status and Created Date. -Once you have selected your desired filter criteria you can click on the save filter icon. Apply a Filter - Select a filter you would like to run from the Ticket Filter drop-down. -Then click on the apply filter icon, which appears in the upper right hand corner of the screen View Ticket Search Results -After you apply a filter the Ticket Filter section of the page will automatically collapse and pull up the Tickets section, which expands to full screen with the desired report. -If you want to expand the Ticket Filter section to see the search field boxes once again, click on the blue triangle next to Ticket Filter. Delete a Saved Filter -Select a saved filter in the Ticket Filter drop-down box. 7

8 -Then click on the delete filter icon corner of the screen. which appears in the upper right hand Reset a Filter -Click on the reset filter icon which appears in the upper right hand corner of the screen. Clicking on this icon will reset the selected filter criteria back to its default stage. Working with Tickets in Ticket Search and Reports After you apply a filter the Ticket Filter section of the page will collapse and pull up the Tickets section. Next to all of the rows of tickets are white check boxes. Clicking on the box selects that ticket for the following options. Delete Result Tickets -Click on the white check boxes next to the tickets that you want to delete. -Click on the Delete Selected Tickets button on the right hand side of the ticket screen. Assign Result Tickets -Click on the white check boxes next to the tickets that you want to assign to another Technician or the Ticket Pool. -Click on the magnifying glass next to the blank text box. -Enter the Last Name, First Name, and the address of the person you would like to reassign the tickets to. -Click on either the Search ehd button or the Search LDAP button. If the person you are searching for is in the application, it will pull up their contact information. -Click on the green plus sign next to their name. This will close the box and put the person s name in the text field next to the Assign Tickets To button. -Click on the Assign Tickets To button and the tickets will be assigned to that person. Export Tickets You can export your search results as an Excel or PDF -Click on the Excel or PDF link to export your search results in the desired format. Switch Pages of Tickets -To flip through the different pages of tickets click on Page Number link at the bottom right hand corner of the page. Ticket Rows per Page 8

9 -To change the amount of ticket rows per page that appear, click on the 5 rows/page drop-down box at the bottom of the page and then select the desired amount Run a Graphical Report from the Ticket Search From the ticket search you can display your search results in a graphical report. To create a graphical report from the search criteria that has been selected in the ticket search field boxes, click the Create a Graphical Report checkbox at the top of the screen. Clicking the Create a Graphical Report checkbox will allow for a new box to appear with new options specific to your graphical report. To create your graphical report grouped by dates click on the Report by date? checkbox. Checking the Report by date? checkbox will pop up a drop-down field titled Order by? Click in the dropdown to select whether you want to order by Day, Week, Month, or Year. Once you have selected a date to order the report by, you can choose to show the ticket details of the report up front. Clicking on the Show detail checkbox will list all the tickets that pertain to your report at the beginning of the report. Each ticket is listed in two rows of the report with columns that display the Ticket ID, when it was Created, when it was Modified, who it was Assigned to, the Contact, and the Worktime on the ticket. From the ticket details you can click on the Ticket ID # to pull up the actual ticket for analysis or modification, or you can click on the person s name that the ticket was assigned to to send that person an . If you would like to show a graph in the report, click on the Show Graph checkbox. Then click on either the Pie or the Bar radio button to select which graph you would like. Another option for the report is the report format. You can choose a PDF, HTML, Excel, or CSV format for your report. HTML is simply a text format. PDF will allow for the report to be ed to a boss, saved on a computer or network, or printed. The Excel format will open the report in Excel and allow you to change and modify the report according to the rules and capabilities of the program. The CSV format will open as an Excel CSV and will show the tickets column titles in columns and rows for modification. To run a report grouped by a specific criteria click the Group report by dropdown and chose whether to group the report by: Group, Location, Category, Category Option, Technician, Priority, or Status. You can then regroup the report results after you have drilled down into a grouped report by clicking on the Regroup drill down information? checkbox. Clicking on the Regroup drill down information? checkbox will load another drop-down box titled By. This drop-down box has the same possible options as the Group report by dropdown. For example, if you want to show all tickets that belong to your IT Group and organize them by technician, then by priority, open the Ticket Search, click in the Group field box s drop-down and select the IT. Click on the green plus sign to add it to the search criteria for the Group field box. Next, click on the 9

10 checkbox in the top right corner of the Group field box to make that a column that appears in the Column Order of the report. Then click on the Create a graphical report checkbox and select Technician in the Group report by dropdown. Next, click on the Regroup drill down information? checkbox and select Priority in the By drop-down. Then select whether you want to show the detail, have a graph, and what file format you would like to see your report in (HTML or PDF). Once you have defined your graphical report, click the apply filter icon in the top-right corner of the Ticket Search screen. The Ticket Filter section of the page will collapse and pull up the Tickets section. The report will be grouped by technician, showing the total number of tickets assigned to the technician, the percentage of all the Group s tickets that it represents, and the ticket s worktimes. You can click on a technicians name to drill-down and regroup that technician s ticket by priority. To see the tickets in each priority for that technician, click one of the priorities and the ticket details will appear, allowing you to pull up the ticket from the Ticket ID or the technician it is assigned to by clicking on the Assigned to name. If you want to see the ticket details at the beginning of the report, check the Show detail checkbox and rerun the report. It is important to note that the HTML, PDF, and Excel formats are the only formats that will display a graph in the reports. HTML and PDF are the only formats that allow drill down capabilities. CSV is simply the import of the tickets that pertain to your search, displayed in rows, showing the Ticket ID, when the ticket was Created, when it was Modified, who it was Assigned to, the Contact information, and the Worktime on the ticket. Navigating the My Tickets window When you login to the HelpDesk system, you are automatically taken to the My Tickets screen (unless you login as an Administrator). The My Tickets window is organized into tabs. Every user has an Owned by me tab where tickets they have created are listed. Other tabs exist for groups that you are part of. For example, you are a technician in the IT group and the Facilities group, you will have a Facilities, an IT, and an Owned by me tab. The following are basic descriptions of what you can do in the My Tickets screen specifically, how you can view and organize your tickets: Search for Tickets (Show Filters/Hide Filters/Reset Filters) - Clicking on Show Filters places dialogue and dropdown boxes beneath the ticket fields, priority, ticket #, location, etc. These dropdown boxes are used to filter out unneeded tickets. 10

11 - Priority and Status filter results use dropdown boxes. To use, click on the dropdown box and then click on the desired option. - The remaining ticket fields use dialogue boxes to filter results. To use, type the desired result in its corresponding field dialogue box and press tab or enter. Example: To view all tickets created June 6, 2008, type Jun 6, 2008 in the created dialogue box then press tab or enter. - Click Reset Filters to erase any filter information. View individual tickets - Your tickets are organized in rows under each tab. Simply click on the ticket row to view the full ticket. The actual ticket will appear as a pop-up. Depending on your user role, you can edit the ticket in this pop-up window by clicking the edit icon. Ticket Quick View - Hovering the mouse cursor over the subject of the ticket pops up a simplified version of the ticket in a bubble. Arrange Tickets by Column - Click on column header (e.g., Priority, Ticket #, etc.) to arrange tickets by ascending order. Click the column header again to arrange in descending order. Show Closed - Click the check box next to Show closed to include closed tickets in your ticket search. Modify how many tickets can be viewed per page - Click on the rows/page dropdown box and select the number of tickets to view, ranging from 5 to 80 rows per page. Navigate to Group Ticket Assignments - Located in the Group ticket tabs is a dropdown that, by default, says Assigned to Me. This filters your tickets, showing you only the tickets that are assigned to you from that group. - You can click the dropdown box to and select Ticket Pool or All Group Tickets to view other tickets in the HelpDesk system. 11

12 Find a User - Click on Find User. A find user window will pop-up. Here you will be able to search by user s first name, last name, or address. - Enter your search options and click Search ehd. Search results will appear below the search field. - Click the add icon next to the user you wish to review tickets for. This will show all tickets created by that user. Export list of tickets to an Excel or PDF file - Click on Excel to export the current ticket report as an Excel spreadsheet. - Click on PDF to export the current ticket report as a PDF document. Refresh the My Tickets window - Click on Check Tickets to refresh the My Tickets window. Managing your Assets Asset Tracker Assets Locate the List Assets link on the left navigation pane in the Asset Tracker window. Clicking on the List Assets link opens up a list of all the assets in the application. Filtering your Assets - To sort the asset list you can click on the column names in the top row of the list. The column will sort alphabetically or numerically (depending on the column) in ascending or descending order. - To filter the assets in the Asset List, click on the Show Filters link. Clicking on this link opens filter text boxes underneath the column names in the top row of the list. Type in the desired search text in each of the columns. Example: if you want to run an inventory check for each Asset Location in the HelpDesk, click on the Show Filters link and then type in the text box under the Asset Location column the name of a location e.g., Mount Jasper High School and press enter. The filter will only display assets that have Mount Jasper High School as the Asset Location. This same method can be followed 12

13 to filter on any of the other column names. You can also type part of the word and press enter and it will pull up a list of closest matches (like Mount for Mount Jasper High School ). Add, Edit and Delete Assets - Clicking on any of the assets in the Asset List will pull up the Field Groups associated with that asset, as well as all other relevant asset information. You can change and modify the assets information and save the changes from this page. You can also delete the asset by clicking on the delete icon, which appears at the top of the page. - To add an asset from the List Assets screen simply click on the green plus sign in the top left hand of the screen. See the section of Add Assets for more details. Search Assets - Locate the Search Assets link on the left navigation pane. - Clicking on the Search Assets link pulls up the asset fields that are searchable. - The asset search allows you to create and save filters and return the results as a list of assets or as a report. Each field that is used to describe an asset can be searched from here. Every box represents a searchable field, and the way to search is different depending on the field: there are text fields that require you to type in the information yourself; there are dropdown boxes where you can choose an option from a list; there are date boxes that are like the dropdown boxes but when selecting date ranges you click in the text area and a date picker calendar will pop-up. After you enter the information you want to search on, click the green plus sign next to the field. The information entered, or selected, then appears in the lower half of the box. - Other fields have magnifying lenses next to the field name that, when clicked upon, open a list of hierarchically formatted options. Category is an example of one of these fields. Clicking on the magnifying lens next to Category will open a list of all the Groups in the HelpDesk that assets can be tied to, and clicking on the Group name causes the Categories for that Group to appear below the Group name. The Categories have check boxes next to their names. You can select which ones you want to search on by checking the check boxes next to them or by clicking the check box named Select All to 13

14 select all the Categories for that Group. When you have selected all of the relevant Categories, click the Apply button and your selected Categories will be added to the Category field. - Each tab from the Add Asset section appears in the Asset Filter as its own section. The sections provided by default are Asset Fields and Accounting Info. The HelpDesk tab does not appear here to search on that information, use the Ticket Search. Any Field Groups and their Custom Fields will also appear here as their own section. You can collapse and expand the sections by clicking on the section header. - The last section in the Asset Filter is Column Order. This section allows you to customize the result set of the search. Whatever fields you put in the Column Order list will be the columns that appear in the search results. There is an explanation of this section on the screen that reads: Drag the items you wish to display from the "Available" list to the "Column Order" list. Reorder the "Column Order" list by drag and drop as desired. To remove an item drag it back to the "Available" list. - You are able to move fields back and forth, and to order them however you like. You can move multiple fields in order by clicking on the top field then holding the Shift Key and clicking on the last field you want to select, then you drag the selection over to the Column Order list. You can select multiple fields out of order by holding the Ctrl Key and clicking on the fields you would like to drag to the Column Order list. - When you have all the fields and criteria selected and the Column Order list filled as desired, click on the apply filter icon will collapse and the search results will appear.. The Asset Filter section - To delete any of the assets retrieved in the search results, click on the checkbox on the left side of each asset and then click the Delete Selected Assets button. If you would like to delete all the assets retrieved in the search results, click on the checkbox on the left side of the column header, and then click on the Delete Selected Assets button. - You can sort the results list by clicking on the column names in the column header. They will sort according to the type of field, either numerically or alphabetically. You can also choose how many asset rows per page to display by clicking on the Row/Page dropdown in the bottom right-hand corner of the Assets Section. 14

15 - You can turn your search results into a graphical report by clicking on the Create a Graphical Report checkbox. Clicking on this checkbox will open a section of the Asset Filter that will ask you to select the Report Format. The possible report formats are PDF, Excel, and CSV. Click in the Report Format dropdown and select the format you desire. Next, click on the Group Report By dropdown and select how you want to group the results: by Asset Type, Asset Status, Location (ehd), Group (ehd), Category (ehd), Category Option (ehd), and Owner (ehd User). Click on the apply filter icon after you have finished selecting your options to view your new report. - The PDF version of the Graphical Report can be saved on your computer or ed to a recipient. Excel and CSV format will open in their respective applications and modified. - An Asset filter can be named and saved, giving you the ability to easily report on the same criteria multiple times a year. To name a filter click in the Filter Name text area at the top left corner of the screen and type your filter name. You can then either save the filter as a private filter (which only you can see in the Asset Filter dropdown box) or a public filter that everyone can see in the Asset Filter dropdown box. To make it a private filter leave the Mark as private checkbox checked, which is its default state. If you want to save the filter as a public filter, click on the Mark as private checkbox to uncheck it. Once you have decided if the filter is public or private, click on the save filter icon. Your saved filter is accessible in one of two sections of the dropdown: either the My Filters section or the Public Filters section. - To delete a saved filter click on the delete filter icon. Add an Asset - Locate the Add Asset link on the left navigation pane. Clicking on the Add Asset link pulls up the Field Groups that contain information for that Asset they are represented by tabs at the top of the screen. The default tabs are: Asset Fields, Accounting Info, ehelpdesk, and Software Licenses. Any additional Field Groups that are added will also appear as tabs on this page. - The Asset Fields tab has four fields that are required in order to save the asset: Asset Number, Name, Asset Type, and Asset Status. The rest of the fields in the Asset Field s tab are optional. Fields that are determined by the everything HelpDesk setup are marked as ehd. 15

16 - The Accounting Info tab contains fields that deal with the financial information for the asset. - The ehelpdesk tab shows tickets that the asset is tied to. The tickets are shown in rows with columns for the # (ticket #), Group, Subject, and Status. Clicking on a ticket row pulls the actual ticket to allow comments or updates to be made to the tickets. Hovering over the subject of the ticket will pull up a text bubble that will display the subject of the ticket in its entirety. - The Software Licenses tab shows all the software that is associated with that asset. You can add software to the asset by clicking in the dropdown box in the upper left-hand corner of the screen, then selecting the software you want to tie to the ticket, then clicking on the add icon. Clicking the add icon will add that software license to the asset. All software licenses tied to the ticket appear in rows with columns titled Product Name and Product Version. The product name and product version, as well as the software selections that populate the dropdown, can be created on the Software Licenses page. - After entering the desired information for the Asset, click Save. Clicking Save pulls up the List Assets page with the new asset. To cancel anything that has been entered for an asset, but not yet saved, click on the Cancel button. Clicking on the Cancel button deletes any entered data and takes you back to the List Assets page. Vendors - Locate the Vendors link on the left navigation pane. Clicking on the Vendors link pulls up a page with a list of vendors associated with your assets. Vendors are listed in rows with columns titled Name, Primary Phone, and . The vendors added in this section populate the Vendor dropdown in the Asset Fields tab for each asset and the Software Licenses dropdown in the Software Licenses information page. - To add a vendor click on the add icon in the top left corner of the screen. A page will appear with information fields for the vendor. Name is the only required field to save the vendor s information. After entering a name and any other desired information, click the Save button. Clicking on the Save button will close that screen and take you back to the Vendors page where the new vendor is displayed. - At the end of each vendor row are two icons, one to edit the vendor and one to delete it. Clicking on the edit icon pulls up the vendor information 16

17 page and allows you to change and modify the information. It is important to note that you are not allowed to delete a Vendor that is being used by an asset. Software Licenses - Locate the Software Licenses link on the left navigation pane. Clicking on the Software Licenses link pulls up a page with a list of software licenses. Software licenses are listed in rows with columns titled Product Name, Product Version, Vendor, # of Licenses, # Installed, and Support Expiration Date. The software licenses added in this section populate the Software Licenses dropdown in the Software Licenses tab for each asset. - To add a software license, click on the green plus sign in the top left corner of the screen. A page will appear with information fields for the software license. Product Name is the only required field to save the software license s information. Also, at the bottom of the screen is a line titled # Installed. The initial number is zero, but after you save the software license and then associate it with an asset the number will change to reflect how many licenses are installed and associated with an asset. These numbers will automatically update on the Software Licenses information page as well as the Software Licenses list page After entering a product information, click Save. Clicking on the Save button will close that screen and take you back to the Software Licenses information page with the new software license displayed. - At the end of each software license row are two icons, one to edit the software license and one to delete it. Clicking on the edit icon pulls up the software license information page and allows you to change and modify the information. Import - Locate the Import link on the left navigation pane. Clicking on the Import link pulls up a page that will allow you to import your assets. To import assets into the Asset Tracker the assets need to be in a CSV file. To find the CSV file that is stored on your computer or network, click Browse. Go through your network layout and find your CSV file. Double click on the file to pull it into the Asset Tracker s Import section. - Next, click on the radio button that pertains to the type of CSV file you have. Click CSV, if you have a CSV and click Excel CSV if you have an Excel CSV. 17

18 - If your CSV file has labels in the first row, click the Is the first line a row of labels? checkbox. If your CSV file does not have labels in the first row, do not check the check box. - Click the Load File button. - If your CSV file has labels in the first row, the labels will be pulled into the mapping screen that allows you to map your CSV fields with select fields in the Asset Tracker. If your CSV file does not have labels in the first row, the column numbers will appear on the mapping screen allowing you to map those columns with select fields in the Asset Tracker. - Click on the drop-down box next to each column name on the mapping screen and a list of all possible fields in the Asset Tracker will appear. Click on the Asset Tracker field that you want to map your column to and continue to the next column. It is important to note that any custom information will have to have a custom field created for it in the Asset Tracker before you run the import. If not, the custom information will have to be mapped to a predefined field in the Asset Tracker. - To Import custom fields, the CSV file and the custom fields have to have the same possible values. - To import into a checkbox, the custom field needs to have a name and then in the CSV you have to use True or False. True will mean that the checkbox gets checked, False will mean that the checkbox is left unchecked. An example of this is if you want to know if an asset is leased or not. Name the custom fields Leased and then in the CSV create a column header titled Leased and for each cell in that column put a False or True for whether or not it is leased. A true value will check the checkbox and a False value will leave the checkbox unchecked. - To import into a date field, the CSV file date column must be formatted as mm/dd/yyyy. If not, the date will not appear in the Asset Tracker custom date field. An example of this is if you want to create a leased date field. - To import into a custom radio button, the custom field needs to have a name and the possible options for the radio buttons must also be named. Then the CSV column needs to have the same name as the custom radio button field with the values in the column s cells matching the possible options for the radio button. An example of this is if you want to know if an asset is leased or not, you can create a custom radio button field named Leased? Next, create the two possible options for the radio buttons: a Yes radio button and a No 18

19 radio button. Then in the CSV file you would name the column Leased? and make sure that the values in the column s cells are either Yes, if the asset is leased, or No if the asset is not leased. If the value in the cell is Yes, that asset will have the Yes radio button checked. - To import into a custom dropdown field, the custom field needs to have a name and the possible options in the dropdown need to be named. Then the CSV column needs to have the same name as the custom dropdown field with the values in the column s cells matching the possible options in the dropdown. An example of this is if you want to know the year an asset was leased, but you don t need a specific date, you would create a custom dropdown field named Year Leased and then you would create the possible options for the dropdown: a 2008 date, a 2007 date, and a 2006 date field. Then in the CSV file you would name the column Year Leased and make sure that the values in the column s cells are either 2008, 2007, or Whatever value the column s cell has will be the option that is in the custom dropdown field for the asset. - To import into a custom text field, the custom field needs to be named. Then the CSV column needs to have the same name as the custom text field. Whatever value is put in the column s cells will be the text that appears in the custom text field. The text field has a standard width of about 25 characters, but it can hold up to 256 characters. - To import into a custom text area, the custom field needs to be named. Then the CSV column needs to have the same name as the custom text area field. Whatever value is put in the column s cells will be the text that appears in the custom text area field. The text area will size to fit the characters typed in the area. - To import, click on the Settings menu bar in the left navigation pane. Next, click on the Custom Fields link. Clicking on the Custom Fields link will open up the custom fields page. This page will show the Custom Field Groups that custom fields can be added to. (See Field Groups page to learn how to set up Field Groups.) - It is also important to note that if you do not create your Groups, Categories, Category Options, Statuses, Priorities, and ehd Locations beforehand, the Import tool will create them for you; however, if anything is misspelled, it will appear as a new field. Verify that everything is spelled correctly or configure your Asset Tracker beforehand.. 19

20 - It is important to note that if assets being imported have the same asset number as an asset already in the asset tracker, the import utility will allow the creation of duplicate assets with the same number. - When you are finished mapping the columns to fields in the Asset Tracker, click on the Import button and your screen will reset and your assets will be imported. Reports - Locate the Reports link on the left navigation pane. Clicking on the Reports link pulls up a page with six canned reports. The reports are: Assets by Owner, Assets by Group, Assets by Type, Lease Expiration Report, Warranty Expiration Report, and Purchase Report. To view a desired report, click on the report name and a PDF version of the report will appear with pulled information from your database. This report can be saved and ed. Asset Tracker Settings Enable Asset Tracker Sign in as the Admin, under Application Configuration click on Customization. Check the checkbox next to Enable Asset Tracker, then click the Submit button at the bottom of the screen. Refresh the screen. The Asset Tracker icon now appears in the header. The icon is a mini barcode. Click on that icon to open the Asset Tracker. Click on Settings. Asset Types Click on Asset Types, every asset entered will need to be categorized by a type. Some examples of these are: Laptop, Desktop, Furniture, & Landline Phone. To add an Asset Type, click on the green plus sign. Name is the only required field. After entering a name, and description if desired, click Save. The Asset Type is now displayed. At the end of each row are two icons, one to edit the type and one to delete it. You are not allowed to delete an Asset Type that is being used by an Asset. Statuses 20