Getting Started Guide for Administrators

Size: px
Start display at page:

Download "Getting Started Guide for Administrators"

Transcription

1 Getting Started Guide fr Administratrs Fr Numara FtPrints, Numara FtPrints fr eservice Versin 9.0 Numara Sftware Inc.

2 Numara FtPrints Getting Started fr Administratrs Manual: Rev 9.0 Numara Sftware numarasftware.cm (US and Canada) (Internatinal) 2008 Numara Sftware, Inc. Numara and Numara Sftware are trademarks and FtPrints is a registered trademark f Numara Sftware, Inc. All ther trademarks are the prperty f their respective wners. 2

3 Table f Cntents Chapter 1: Welcme t Numara FtPrints...1 What's New in Numara FtPrints 9.0?...2 Numara Sftware FtPrints Versins and Add-ns...4 Numara FtPrints Requirements...5 Numara FtPrints Dcumentatin...8 Technical Supprt...9 Chapter 2: Numara FtPrints Cncepts Prjects Issues User Types and Rles Custmer Self-service Fields Address Bk Reslving Issues Licenses Asset Management Searching and Reprting Time-tracking Numara FtPrints Calendar Autmated Wrkflw FtPrints Web Services Numara FtPrints Sync Chapter 3: The Numara FtPrints Interface The Numara FtPrints Hmepage The Address Bk Hmepage Chapter 4: Implementatin and Design Abut FtPrints Implementatin and Design Recmmended Apprach Additinal Tasks Chapter 5: Installing Numara FtPrints Installing FtPrints Applying FtPrints Patches Chapter 6: Create a Prject with the Prject Setup Wizard

4 Prject Wizard - Intrductin Infrmatin Needed fr the Setup Wizard Prject Wizard Step 1 Prject Details Prject Wizard Step 2 Built-in Fields Prject Wizard Step 2a Custmer Survey Prject Wizard Step 2b Custmer Survey Prject Wizard Step 3 Cnfigure Issue Infrmatin Fields Prject Wizard Step 3 fr IT Service Management Prject Prject Wizard Step 4a Address Bk Prject Wizard Step 4b Address Bk Fields Prject Wizard Step 4b Cnfigure Exchange/Active Directry Prject Wizard Step 4c Exchange/Active Directry Field Mapping Prject Wizard Step Prject Wizard Step 6 Other Optins Prject Wizard fr IT Service Management Chapter 7: Ppulate the Address Bk Imprting Address Bk Cntact Data Chapter 8: Perfrm Glbal Administratin Cnfigure System-wide Settings Cnfigure Multiple Language Supprt Change the Display Clrs fr FtPrints Chse the Date Frmat Rename FtPrints Fields Create an Archive Prject t Save Old Data Chapter 9: Perfrm High-level Prject Administratin Cnfigure Prject Appearance Define the Pririty Field Enable and Define Time Tracking Validatin f Addresses Cnfigure Add-n Mdules Cnfigure Miscellaneus Prject Optins Chapter 10: Cnfigure Fields Prject Field Maintenance Dynamic SQL Field Mapper Chapter 11: Cnfigure Users and Custmers Agents Custmers

5 User Rles Chapter 12: Management Define Mail Preferences System Administratin Prject Administratin Chapter 13: Cnfigure Wrkflw Aut-Assign Escalatin and Business Rules Service Level Management Quick Issues Issue Wrkflw Scheduling and Availability Custmer Surveys Chapter 14: Cnfigure Reprting Chapter 15: Cnfigure the Knwledge Base Categries Knwledge Base Apprvals Knwledge Base Rle Permissins fr Agents Knwledge Base Rle Permissins fr Custmers External Knwledge Bases Exclude Fields frm Slutins Knwledge-Paks Chapter 16: Additinal Tasks Imprt Issue Data Cnfiguratin Management Setup Change Management Setup Asset Management Setup Glssary Index

6

7 Chapter 1: Welcme t Numara FtPrints Welcme t Numara FtPrints frm Numara Sftware Numara FtPrints and Numara FtPrints fr Custmer Service are the 100% web-based help desk and custmer supprt tls that are s easy t use and administer, yu can get int live prductin in just a few days. Users and administratrs require nly a brwser t take full advantage f Numara FtPrints many capabilities. Numara Sftware develped Numara FtPrints t address the vid in the mid-market fr an easy t use and cmprehensive system that puts cntrl in the hands f the help desk r supprt manager withut high csts, additinal prgramming, r cmplex administratin. Numara FtPrints is extremely flexible, scalable, and custmizable. This prven, award-winning 100% web-based service desk tl eliminates expensive training, cnsulting, database prgramming, and staff additins t manage supprt autmatin sftware frm yur list f challenges. Numara FtPrints can be used fr multiple, simultaneus prjects and supprt multiple languages fr users and grups, and yu can leverage Numara FtPrints capabilities acrss multiple lcatins and crprate functins t expand the reach f yur issue management and related cmmunicatin. 1

8 What's New in Numara FtPrints 9.0? Numara FtPrints versin 9.0 presents a variety f exciting enhancements and new features t imprve yur FtPrints experience. These prvide functinality that, in many cases, yu wn't find anywhere else. Numara FtPrints Mbile This new add-n mdule cmbines real-time, dynamic access t Numara FtPrints via a web brwser n Micrsft Windws Mbile, RIM Blackberry, and Apple iphne devices, with Numara FtPrints Sync functinality fr calendar, task and cntact synchrnizatin. Allws agents t manage their assignments, search the knwledge base, etc., n the g and withut the need f a PC. Preventive Maintenance This new, included mdule allws the service desk t prvide practive service management with Quick Issue Templates that autmatically create new issues n a recurring basis, which can be used fr peridic server maintenance, ensuring passwrd changes n strategic accunts every 90 days, and regular auditing f systems fr SOX cmpliance, r any ther regularly scheduled maintenance event. Integrated ITIL v3 Service Catalg This new add-n mdule allws yu t cnfigure and present a menu f services t yur custmers, with all related details, in an easy-tunderstand frmat within the Custmer Service Prtal f Numara FtPrints Dashbard Enhancements Save Search functin t save custm search cnfiguratins in Dashbard cmpnents Can view Prject Ttals fr multiple prjects, allwing yu t see ttals withut having t switch prjects Can limit graphs and charts t tp N categries such as Tp 5 Issue types based n number f incidents Reprt Enhancements Added graph and chart drill-dwn capability in Dashbards, Flashbards, and built-in and custm reprts Added supprt fr time queries relative t date/time fields Added Clsed Date as a searchable field and Added Nt Equal T ptin when searching n Create/Last Edit date Added new ptins t the Received vs Clsed metric reprt t break results dwn by any custm drpdwn fields. Added breakdwn by individual ticket t let yu see hw lng that ticket was in any f the statuses t Built-in Metric Reprt n time spent in each status Optin t prevent large reprts frm being run n-the-fly t prevent perfrmance degradatin. Change Management Enhancements Incrprated Custmers and their supervisrs as apprvers t extend apprval prcesses thrughut the rganizatin withut special cnfiguratin r access rights Apprvers can als be identified frm custm fields fr mre advanced apprval wrkflw CMDB Enhancements Greatly imprved navigatin ptins in the visualizatin view Added CMDB rles t extend selective security t agents and custmers based n business needs 2

9 Made it easier and faster t link CIs t an Incident r Prblem with new key wrd search ptin Added Web Services (XML/SOAP) supprt t the CMDB t allw fr creating and updating f CIs and their relatinships frm ther applicatins (nte this feature is nt available in the beta, but will be in the final release) Knwledge Management Enhancements Aut suggests slutins based n ppulated fields n the issue screen fr faster search Added Slutin flags t identify the state f a slutin, ie: Draft, Apprved, Published, etc fr authring apprvals and reprting, and enhanced the apprval wrkflw Added Slutins Only fields s that selected fields d nt appear in the Issue view Added inaccurate with a cmment sectin t Yes/N slutins rating allwing custmers t identify slutins that appear t be incrrect f unclean s that they can be updated and imprved New reprt that shws number f authred slutins per agent and hw ften used ver a perid f time SLA Enhancements SLAs can nw be set in hurly increments up t 48 hurs instead f 24 hurs SLAs are nw checked every minute t imprve accuracy f SLA Added ptin t prevent agents frm changing SLA fields when the issue status has changed Usability Enhancements Added tabbed views t reprt, search, escalatin, user preferences and prject ptin screens t make it easier t find what yu want Added rich text editr t Descriptin field fr Firefx and Safari brwsers Added weekly calendar view t imprve availability management and team scheduling Added Clsed Date and Clsed as pssible Hmepage clumns 3

10 Numara Sftware FtPrints Versins and Add-ns The fllwing versins f Numara FtPrints are available: Numara FtPrints The web-based help desk and custmer prblem management slutin fr Windws, UNIX, and Linux servers. Numara FtPrints fr Custmer Service The web-based custmer service desk autmatin slutin Numara FtPrints Hsting Service All the pwer f Numara FtPrints, hsted by Numara Sftware, Inc.. NOTE FtPrints fr Exchange is n lnger available, but custmers can cntinue t enjy the same functinality by upgrading t Numara FtPrints. The fllwing add-n mdules are als available fr integratin with Numara FtPrints: Numara Cnfiguratin Management ITIL cmpliant add-n mdule that prvides cmplete Cnfiguratin Management functinality and includes Service Catalg. Imprt assets and define yur entire cnfiguratin. Cnfiguratin management data can be imprted t Issues. Als features reprting. Numara FtPrints Sync Tw-way, dynamic synchrnizatin f calendar appintments, tasks, and cntacts with the user s desktp, PIM (Persnal Infrmatin Manager), r handheld prductivity tl. Numara Asset Manager Aut-discvery f PC assets, netwrk management, and sftware deplyment using any cmbinatin f the fllwing: Numara Asset Manager Cmplete, up-t-the-minute PC hardware and sftware identificatin. Numara FtPrints Integratin with Micrsft System Center Cnfiguratin Manager/SMS Allws help desks agents t dynamically access PC asset data while they're wrking n an Issue frm within Numara FtPrints. Numara FtPrints Integratin with LANDesk Allws help desks agents t dynamically access PC asset data while they're wrking n an Issue frm within Numara FtPrints. Numara FtPrints Deplyment Enables rganizatins t leverage their supprt and help desk peratins t ptimize IT resurces and implement preventative maintenance, eliminating ptential technical issues befre they ccur. Numara FtPrints Dynamic Address Bk Link Gives access t multiple LDAP-based and SQL-based address bks. Numara FtPrints Integratin with Right Answers Cmprehensive Knwledge-Paks with hundreds f thusands f slutins fr mre than ne hundred fifty applicatins. Numara FtPrints Telephny An integrated, hsted cntact center service that wrks with yur Numara FtPrints sftware, ffering call centers and service desks advanced, skills-based call ruting that autmatically transfers incming custmer requests t the right help desk agent r custmer service representative. Numara FtPrints Telephny is an integratin, nt an add-n. Numara FtPrints Change Management Enables rganizatins t develp their wn apprval prcess fr Issues, with n prgramming. In Numara FtPrints Change 4

11 Management, apprvers are designated fr specific Prjects. When an Issue meets apprval criteria, the apprvers are ntified that an Issue awaits apprval. The apprvers then give r withhld apprval. When an Issue is apprved r rejected, it is mved t anther stage in the prcess. Numara FtPrints CRM Bridge Integratin with sme f the mst widely-used sales autmatin tls. This integratin helps rganizatins tie their web-based custmer supprt tracking and autmatin with their web-based CRM sales tracking prcess t give sales and custmer supprt teams direct access t the latest custmer supprt interactins at any time. Frm within the sales autmatin tl, sales representatives can see active supprt issues fr their custmers in Numara FtPrints. Frm within Numara FtPrints, sales representatives can access their custmer Address Bks that are stred in the sales autmatin tl. The fllwing sales autmatin tls are integrated via the Numara FtPrints CRM Bridge. Numara FtPrints Integratin with MS CRM Numara FtPrints Integratin with Salesfrce.cm Numara FtPrints Integratin with Sales/CRM pwered by SalesNet NOTE Live esupprt and the LANSurveyr integratin are n lnger supprted. Numara Remte Enables an Agents t take cntrl f a custmer's PC. PerlEx Mdules, Packages, and Extensins ActivePerl Enterprise Editin is the up-t-date, quality-assured perl binary distributin frm ActiveState. Current releases, and ther prfessinal tls fr pen surce language develpers are available at: Numara FtPrints Requirements Numara FtPrints is a 100% web-based slutin that is installed n a web server. Please review the fllwing requirements prir t installing Numara FtPrints. Windws Linux/UNIX Suggested Hardware Based n Vlume NOTE Perfrmance is severely limited n servers which use McAfee and Numara FtPrints tgether. Althugh Numara FtPrints runs under VMware n Windws, Numara FtPrints des nt supprt VMware. Windws Requirements Database Micrsft SQL Server Oracle Versin Micrsft SQL Server 2005/2000 Oracle 10g/11g (Nte: The database can reside 5

12 Micrsft SQL Server Express 2005 Platfrm Windws Server 2003 (32 bit) Windws 2008 Server (32 bit) Web Server Internet Infrmatin Server (IIS) v6-7 Hardware 1-20 Agents n a Windws, Linux, r UNIX server) SQL Server n a different server: Oracle n a different server: 1GB RAM 1 GB RAM 1 Pentium 4 r 1 Xen GHz 1 Xen 2.4 GHz prcessr r better prcessr r better 1 GB disk space 1 GB disk space Oracle n the same server: SQL Server n the same server: 2 GB RAM 2 GB RAM 1 Xen 2.4 GHz prcessr r better 1 Pentium 4 r 1 Xen 2.4 GHz 1 GB disk space prcessr r better 1 GB disk space Hardware Agents SQL Server n a different server: 2 GB RAM 2 Xen GHz prcessrs r better 2 GB disk space SQL Server n the same server: 4 GB RAM 2 Xen 2.4 GHz prcessrs r better Hardware Large Vlume 51+ Agents Client Platfrm Web Brwser Other 2 GB disk space See the Suggested hardware based n vlume chart. Database must be n a separate machine Oracle n a different server: 1-2 GB RAM 2 Xen 2.4 GHz prcessrs r better 2 GB disk space Oracle n the same server: 2 GB RAM 2 Xen 2.4 GHz prcessrs r better 2 GB disk space SMTP fr ntificatin, including Micrsft Exchange and Ltus Ntes POP/IMAP fr incming prcessing, including Micrsft Exchange and Ltus Ntes Any client platfrm with a web brwser, including Micrsft Windws, UNIX, and Mac Micrsft Internet Explrer 6 r abve Mzilla Firefx v2.0 r abve Safari 2 r abve NTFS-frmatted hard drive Oracle versins require Oracle Enterprise Intermedia if nt included Numara FtPrints is supprted if installed in a DMZ Numara FtPrints has been prven t functin prperly in virtualized data centers that use Parallels TM Virtuzz, VMware ESXi and VMware Infrastructure by Numara Sftware custmers. As such, Numara FtPrints is supprted in these envirnments t the extent f the prduct s functinality as lng as it is installed n the apprved OS platfrms, web servers and databases. Numara Sftware makes n claims regarding Numara FtPrints perfrmance in these envirnments since the mix f ther applicatins and hardware can have a direct impact n verall perfrmance. Numara FtPrints may wrk prperly n ther virtualizatin prducts, but Numara FtPrints des nt make claims that it will. Furthermre, Numara FtPrints is nt supprted n VMware Server r VMware Wrkstatin using the GSX engine in a prductin envirnment since it is nt designed fr hardware ptimizatin. *NOTE ON LICENSES Use f Numara FtPrints with Micrsft SQL Server may require additinal licenses. Fr mre infrmatin, cntact Micrsft at A n-cst Micrsft SQL Server Express 2005 is available frm Numara Sftware. Use f Numara FtPrints with Oracle may require additinal licenses. Fr mre infrmatin, cntact them at 6

13 Linux/UNIX Requirements Platfrm Linux Sun Slaris IBM AIX HP UX Versin Any Intel 32 bit Linux System Sun Sparc 2.8 and abve IBM eserver pseries 5.x Web Server Apache and ther Linux web Apache and ther Apache and servers Unix web servers ther Unix web servers Database MySQL 5+ MySQL 5+ MySQL 5+ Hardware 1-20 Agents Hardware Agents Hardware Large Vlume 51+ Agents Client Platfrm Web Brwser Other --Oracle 10g/11g --Pstgres 7/8 All Databases: 1 GB RAM 2.4 GHz prcessr 1 GB disk space Oracle/MySQL/Pstgres 2 GB RAM GHz prcessrs 2 GB disk space --Oracle 10g/11g --Pstgres 7/8 All Databases: 1 GB RAM 1 prcessr 1 GB disk space All Databases: 2 GB RAM 2 prcessrs 2 GB disk space --Oracle 10g/11g See the Suggested hardware based n vlume chart. Database must be n a separate machine. HP PA-RISC w/ HP-UX 11 Apache and ther Unix web servers Oracle 10g/11g All Databases: All Databases: 1 GB RAM 1 GB RAM 1.0 GHz 1.0 GHz prcessr prcessr 1 GB disk 1 GB disk space space All Databases: 2 GB RAM 2-1 GHz prcessr s 2 GB disk space Sendmail SMTP Pp/IMAP Any web brwser, including Micrsft Windws, UNIX, and Mac Micrsft Internet Explrer 6 r higher Netscape v7 Mzilla Firefx v1.0 r higher Safari 1.2 r higher All Databases: 2 GB RAM 2-1 GHz prcessr s 2 GB disk space NTFS-frmatted hard drive Oracle versins require Oracle Enterprise Intermedia FtPrints is supprted if installed in a DMZ FtPrints is supprted if installed in a virtualized data center prviding it receives the resurces defined abve. FtPrints is nt supprted n VMWare GSX engine in a prductin envirnment. *NOTE ON ORACLE Use f Numara FtPrintds with an Oracle database may require additinal licenses. Fr mre infrmatin cntact Oracle at 7

14 Suggested Hardware Based n Vlume Platfrm # f users Windws /2008 Server w/ GB RAM Prcessr GB RAM Prcessrs GB RAM Prcessrs GB RAM Prcessrs GB RAM Prcessrs GB RAM Prcessrs Sample Server fr Large Vlume 4 Linux Any Intel Server w/ 1 GB RAM Prcessr 2 GB RAM Prcessrs 4 GB RAM Prcessrs 4-8 GB RAM 4 Prcessrs 8-16 GB RAM 8 Prcessrs 32+ GB RAM 16+ Prcessrs HP Prliant DL580, HP Integrity IBM x3850 r Dell rx PwerEdge R200 Server fr up t 150 users. HP Integrity Servers, IBM x3950 R2, r Dell PwerEdge R900 fr ver 150 users. Sun Slaris Sun SPARC Server w/ 1 GB RAM 1 Prcessr 2 GB RAM 2 Prcessrs 4 GB RAM 4 Prcessrs 4-8 GB RAM 4 Prcessrs 8-16 GB RAM 8 Prcessrs 32+ GB RAM 16+ Prcessrs Sun 800/4880/6800 Series HP HP PA- RISC Server w/ 1 GB RAM 1 Prcessr 2 GB RAM 2 Prcessrs 4 GB RAM 4 Prcessrs 4-8 GB RAM 4 Prcessrs 8-16 GB RAM 8 Prcessrs 32+ GB RAM 16+ Prcessrs AIX IBM RS60 00 Server w/ 1 GB RAM 1 Prcessr 2 GB RAM 2 Prcessrs 4 GB RAM 4 Prcessrs 4-8 GB RAM 4 Prcessrs 8-16 GB RAM 8 Prcessrs 32+ GB RAM 16+ Prcessrs HP RP8400, IBM available w/2-16 pseries PA-RISC 670, Prcessrs and 2- available 128 GB RAM w/4-16 Prcessrs and GB RAM (1) In all cases, Xen CPUs shuld be used with the exceptin f 1-20 agents n Windws. In which case, Pentium 4 CPUs can be substituted. (2) Windws 2003 Standard (SP2 and R2) supprts up t 4 prcessrs and 4 GB RAM(3) Windws 2003 Enterprise (SP2 and R2) supprts up t 8 prcessrs and 64 GB RAM(4) Windws 2003 DataCenter supprts up t 32 prcessrs and 64 GB RAM(5) Sample Server is nt intended t be an inclusive list f authrized hardware r vendrs, but examples f pssible servers that can be used.(6) Dual and Quad Cre CPUs are equivalent t 2 and 4 prcessrs respectively. 4 Prcessrs can be 4 single CPUs, 2 Dual Cre, r 1 Quad NOTE: The number f users refers t the average number f cncurrent users n the system at any ne time. This shuld include agents and the ttal number f custmers (if using Numara FtPrints fr custmer service). S, if yu have 20 agents and 1000 custmers using custmer users shuld be cunted. This is nly a rugh guide. Actual lad n the system is dependent upn yur usage f Numara FtPrints. Numara FtPrints Dcumentatin List f Available Dcuments The fllwing table lists Numara FtPrints user dcumentatin. Dcument Numara FtPrints Getting Started Guide fr Administratr Numara FtPrints User Guide Numara FtPrints Reference Manual Descriptin Prvides a means fr administratrs t get Numara FtPrints t prductin quickly. All f the immediate actins f implementatin are cvered in detail. Cvers the basic functinality f Numara FtPrints fr Agents, including Issue creatin and Reprt generatin. Dcuments every aspect and detail f Numara FtPrints. 8

15 Dcument Descriptin Numara FtPrints Change Management Guide Prvides best practices fr Numara FtPrints Change Management as well as the details f cnfiguratin and implementatin. Online Help Help is available frm within Numara FtPrints. T access the nline Help dcument, click the Help icn n the FtPrints Tlbar. A new brwser windw is spawned cntaining cmplete dcumentatin n Numara FtPrints. This includes: Table f cntents, Index, and Search tabs fr navigatin. A glssary defining cmmn terms used in Numara FtPrints. In additin t the Help icn n the FtPrints Tlbar, cntext-sensitive help links are available thrughut the Numara FtPrints system. If yu see the icn anywhere utside f the FtPrints Tlbar, it is a link t cntext-sensitive help. Click the link t view infrmatin that is specific t the current page. The n-line help wrks as expected in Internet Explrer, Netscape, and FireFx brwsers. The nline help may shw sme unexpected behavir in rare instances when used with these r ther brwsers. Technical Supprt Fr questins regarding Numara FtPrints and fr technical supprt, cntact the Numara Sftware Supprt team: Phne (dial 2 when yu cnnect) (USA and Canada) ext. 2 (internatinal) Web Numara Sftware Supprt hurs are Mnday thrugh Thursday, 9am t 8pm, and Friday, 9am t 6:30pm Eastern Standard Time. Yu can search the FtPrints Knwledge Base any time at the web address abve. Fr ur internatinal users, please cntact yur lcal distributr. Thank yu fr using Numara FtPrints! SUPPORT Cmmercial supprt fr ActivePerl Enterprise Editin is available thrugh ActiveState at: Fr peer supprt resurces fr ActivePerl Enterprise Editin issues see: 9

16 10

17 Chapter 2: Numara FtPrints Cncepts Prjects FtPrints stres and tracks infrmatin in Prjects. A Prject is a separate sub-database within the system which can have its wn custm fields, ptins, and users. There is n limit t the number f Prjects that yu can create within FtPrints. Yu may chse t keep all f yur data in a single Prject r yu can create multiple Prjects. Fr example, ne Prject can be used fr help desk activity while a secnd Prject can be used fr internal bug tracking. New prjects can nly be created by System Administratrs. Other tpics in this Chapter: Issues User Types and Rles Custmer-Self-service Fields Address Bk Reslving Issues Licenses Asset Management Authenticatin and Different Authenticatin Methds Searching and Reprting Time-tracking Numara FtPrints Calendar Autmated Wrkflw FtPrints Web Services Numara FtPrints Sync 11

18 Issues A FtPrints Prject cmprises a set f related Issues. Issue is the default name given t a FtPrints recrd. Each Issue is a numbered recrd in the FtPrints Prject database arund which all help desk and prblem tracking activity centers. All Issues have sme built-in cntent in the frm f required fields (i.e., mandatry data required fr the database), as fllws: Title a shrt descriptin f the Issue Pririty the urgency f the Issue Status the current state f the Issue; Open and Clsed are required status ptins, but administratrs can create as many categries f status (e.g., Pending apprval), as they wish. Descriptin a descriptin f the Issue, usually cntaining much mre detail and histry than the Title. Assignee the persn r persns assigned t track r reslve the Issue. Nt all rganizatins use the term "Issue" as the label fr a recrd f this type. Administratrs can custmize FtPrints t apply whatever label is apprpriate in yur lcal culture. Administratrs can change the name "Issues" t "Tickets", fr example, s that wherever the wrd "Issues" appears by default in FtPrints, the wrd "Tickets" is displayed. NOTE During installatin, the administratr is given the chance t change the default term Issue t anther name, such as Entry, Call, r Ticket. Fr cnsistency, this manual always refers t FtPrints recrds as Issues. Types f Issues FtPrints prvides a number f different types f Issues: 1. Issue An Issue is nrmally used t lg any event r prblem. The name fr this may differ (Ticket, Entry, etc.) depending n hw yur system is cnfigured. An Issue can be pened, assigned, wrked n, and clsed by internal Agent users and Administratrs. FtPrints can autmatically send ntificatin whenever an Issue is wrked. 2. Request A Request is a preliminary Issue that is submitted by a Custmer. FtPrints Agents can then take the Request and turn it int a regular Issue, r Requests can be autmatically assigned t ne r mre Agents. (Administratrs can read the sectin n Aut Assign fr mre infrmatin). Yur Administratr can tell yu hw Requests are handled in yur rganizatin. 3. Quick Issue Quick Issues are templates that cntain pre-filled infrmatin fr standard types f Custmer prblems and requests. Fr example, a Quick Issue template fr "Passwrd Reset" wuld start ut pre-filled with a descriptin f the prblem, the prblem categries pre-filled with "Netwrk" and "Passwrd Reset", and perhaps a Status f "Clsed". The Agent nly needs t fill in the user's cntact infrmatin t submit the Issue. The Prject Administratr can create an unlimited number f templates 4. Master Issue/Subtask Smetimes an Issue needs t be brken up int separate subtasks t be cmpleted by different users. When a subtask is created fr an Issue, the riginating Issue autmatically becmes a Master Issue f that subtask. Multiple subtasks can be created fr an Issue. 12

19 5. Master Quick Issue Quick Issue templates can als be defined t create Master Issues and related subtasks autmatically, fr example, t define the New Hire prcess. 6. Glbal Issue/GlbalLink Glbal Issues are used t designate imprtant r frequently reprted Issues that will affect many users. Glbal Issues can be bradcast t all Agents, are displayed n the Agent FtPrints Hmepage, and can ptinally be displayed fr Custmers t subscribe t. Whenever a new Issue is reprted with the same prblem as an existing Glbal Issue, the Agent (r, ptinally, the Custmer) can link the Issue t the knwn Glbal Issue (called GlbalLinks). Glbal Issues can be clsed simultaneusly with their GlbalLinks. 7. Slutin Slutins are a special type f recrd in FtPrints that make up the Knwledge Base. They are used t describe slutins t cmmn prblems, frequently asked questins, dcument prcedures, etc. A Slutin can be created frm scratch r spun ff frm an Issue. Slutins can be public r internal and they can be cnfigured t require an apprval prcess befre they are published. NOTE Issues and Requests can als be submitted and updated via . Please refer t the sectin n submissin via fr mre infrmatin. Master Issues and Subtasks Smetimes an Issue must be divided int subtasks t be cmpleted by different users. The FtPrints Master Issue/Subtasks facility allws yu t create parent child relatinships between Issues fr cmplex prcesses. When a subtask is created fr an Issue, the riginating Issue autmatically becmes a Master Issue f that subtask. Multiple subtasks can be created fr an Issue. As an example, numerus tasks must be accmplished when a new hire is perfrmed. FtPrints users ften create a Master Issue fr new hires. Each f the tasks that must be perfrmed fr a new hire, such as acquiring a telephne r adding the new hire as a user t the netwrk, is created as a subtask. Subtasks can be created manually by an Agent r autmatically by a Master Quick Issue Template. Creating a subtask f an Issue autmatically makes the riginating Issue a Master Issue, with a parent child relatinship existing between the Master Issue and the subtask. Master Issues and subtasks have a special relatinship. When a Master Issue is pened and subtasks are created, the Master Issue remains pened until all f the subtasks have been clsed. When the last subtask is clsed, the Master Issue can either be clsed autmatically r FtPrints can autmatically send an t all individuals wh are assigned t the Master Issue infrming them that the subtasks have been clsed. It then becmes the respnsibility f smene assigned t the Master Issue t clse it. The default is t autmatically change the status t Clsed. Glbal Issues Glbal Issues are used t designate imprtant r frequently reprted Issues that affect many users. Fr example, a "System Dwn" failure that will be reprted by many users can be made int a Glbal Issue. Glbal Issues can be bradcast t all Agents, are displayed n the Agent's FtPrints Hmepage, and can ptinally be displayed fr custmers t subscribe t. Whenever a new Issue is reprted with the same prblem, the Agent (and, ptinally, the custmer) can link the Issue t the knwn Glbal Issue. Glbal Issues can be clsed simultaneusly with their assciated GlbalLinks. This feature can save the time fr Agents by preventing duplicate wrk and can make it easier t cmmunicate pervasive prblems t all users. Glbal Issues have tw parts t them: 13

20 Glbal Issue This is the riginating prblem. It is bradcast t all Agents when it is created, is available n the Hmepage fr setting up a link, and can ptinally be bradcast t custmers s that they can link t it. Agents can be restricted frm creating Glbal Issues via their rle assignment. GlbalLinks These are Issues linked t a Glbal Issue because they describe the same r a similar prblem, but are reprted by different users. Issues can be made GlbalLinks by Agents frm the FtPrints hme page r the Issue Details page. Custmers can ptinally link t a Glbal Issue, allwing them t create their wn GlbalLink autmatically. NOTE The name f this feature depends n the name given t recrds in FtPrints fr the system/prject. Fr example, if the name "Ticket" has been defined fr recrds in the current prject, the Glbal Issue is referred t as a "Glbal Ticket" thrughut the prject. Hwever, GlbalLinks are always referred t as "GlbalLinks". Fr cnsistency, all help files refer t the feature as "Glbal Issue" and "GlbalLinks". Quick Issues Quick Issues are templates that cntain pre-filled infrmatin fr frequently reprted custmer Issues, such as "Passwrd Reset", "Service Request", etc. Fr example, a Quick Issue template fr "Passwrd Reset" wuld start ut pre-filled with a descriptin f the prblem, the prblem categries pre-filled with Netwrk and Passwrd Reset, and perhaps a status f Clsed. The Agent nly needs t fill in the user's cntact infrmatin t submit the Issue. The Prject Administratr can create an unlimited number f templates, which are available t all Agents and custmers frm the FtPrints Tlbar. (Custmers cannt access Master Issues.) Quick Issue templates are created by the Prject Administratr. Quick Issues are cnsidered advanced FtPrints features. Refer t Creating Quick Issue Templates and subsequent tpics in that sectin fr details n cnfiguring Quick Issues. NOTE The name f this feature depends n the name given t recrds in FtPrints fr the system/prject. Fr example, if the name "Call" has been defined fr recrds in the current prject, the feature is called "Quick Call" thrughut the prject (n the tlbar, in the Administratin pages, etc.). Fr cnsistency, all help files refer t the feature as "Quick Issue" Linked Issues When Issues are "linked", it means that an assciatin has been created between the Issues. The assciatin is displayed whenever the Issue is displayed in FtPrints. Assciatins f this type dente that there are similarities between the issues that the persn wh established the link wants everyne t see. Linked Issues can be set up s that changes made t ne Issue are prpagated t the ther Issue r Issues. In the case f Glbal Issues, links are called "GlbalLinks". These are Issues linked t the Glbal Issue because they describe the same r similar prblem, but are reprted by different users. Issues linked t a Master Issue are called "Subtasks". These are Issues linked t the Master Issue because they describe a subset f activities t be perfrmed in reslving the Master Issue. 14

BMC FootPrints Service Core

BMC FootPrints Service Core BMC FtPrints Service Cre Administratr's Guide Versin 11.6 Legal Ntices Cpyright 1999, 2009 BMC Sftware, Inc. Cpyright 1996-2014 Numara Sftware, Inc. BMC, BMC Sftware, and the BMC Sftware lg are the exclusive

More information

Helpdesk Support Tickets & Knowledgebase

Helpdesk Support Tickets & Knowledgebase Helpdesk Supprt Tickets & Knwledgebase User Guide Versin 1.0 Website: http://www.mag-extensin.cm Supprt: http://www.mag-extensin.cm/supprt Please read this user guide carefully, it will help yu eliminate

More information

HarePoint HelpDesk for SharePoint. For SharePoint Server 2010, SharePoint Foundation 2010. User Guide

HarePoint HelpDesk for SharePoint. For SharePoint Server 2010, SharePoint Foundation 2010. User Guide HarePint HelpDesk fr SharePint Fr SharePint Server 2010, SharePint Fundatin 2010 User Guide Prduct versin: 14.1.0 04/10/2013 2 Intrductin HarePint.Cm (This Page Intentinally Left Blank ) Table f Cntents

More information

MaaS360 Cloud Extender

MaaS360 Cloud Extender MaaS360 Clud Extender Installatin Guide Cpyright 2012 Fiberlink Cmmunicatins Crpratin. All rights reserved. Infrmatin in this dcument is subject t change withut ntice. The sftware described in this dcument

More information

Service Desk Self Service Overview

Service Desk Self Service Overview Tday s Date: 08/28/2008 Effective Date: 09/01/2008 Systems Invlved: Audience: Tpics in this Jb Aid: Backgrund: Service Desk Service Desk Self Service Overview All Service Desk Self Service Overview Service

More information

Supervisor Quick Guide

Supervisor Quick Guide Payrll Office: ext. 7611 payrll@dixie.edu Supervisr Quick Guide This dcument prvides an verview f the daily functins and respnsibilities t be cmpleted by Supervisrs in the EMPOWERTIME Autmated Timekeeping

More information

esupport Quick Start Guide

esupport Quick Start Guide esupprt Quick Start Guide Last Updated: 5/11/10 Adirndack Slutins, Inc. Helping Yu Reach Yur Peak 908.725.8869 www.adirndackslutins.cm 1 Table f Cntents PURPOSE & INTRODUCTION... 3 HOW TO LOGIN... 3 SUBMITTING

More information

Systems Support - Extended

Systems Support - Extended 1 General Overview This is a Service Level Agreement ( SLA ) between and the Enterprise Windws Services t dcument: The technlgy services the Enterprise Windws Services prvides t the custmer. The targets

More information

Outlook Web Access Training Light Version: Using a browser other than Internet Explorer 6.0 or later. A NWOCA Training Session

Outlook Web Access Training Light Version: Using a browser other than Internet Explorer 6.0 or later. A NWOCA Training Session Outlk Web Access Training Light Versin: Using a brwser ther than Internet Explrer 6.0 r later A NWOCA Training Sessin 1 Lg On T Lg On t yur OutLk Web Access accunt, either: G t this URL: https://dwa.nwca.rg

More information

TaskCentre v4.5 Send Message (SMTP) Tool White Paper

TaskCentre v4.5 Send Message (SMTP) Tool White Paper TaskCentre v4.5 Send Message (SMTP) Tl White Paper Dcument Number: PD500-03-17-1_0-WP Orbis Sftware Limited 2010 Table f Cntents COPYRIGHT 1 TRADEMARKS 1 INTRODUCTION 2 Overview 2 FEATURES 2 GLOBAL CONFIGURATION

More information

KronoDesk Migration and Integration Guide Inflectra Corporation

KronoDesk Migration and Integration Guide Inflectra Corporation / KrnDesk Migratin and Integratin Guide Inflectra Crpratin Date: September 24th, 2015 0B Intrductin... 1 1B1. Imprting frm Micrsft Excel... 2 6B1.1. Installing the Micrsft Excel Add-In... 2 7B1.1. Cnnecting

More information

Montana Acquisition & Contracting System (emacs) emacs Handbook. Vendor Registration and Data Management

Montana Acquisition & Contracting System (emacs) emacs Handbook. Vendor Registration and Data Management Mntana Acquisitin & Cntracting System (emacs) emacs Handbk Vendr Registratin and Data Management Welcme The purpse f this emacs Handbk fr Vendr Registratin and Data Management is t prvide vendrs with the

More information

SBClient and Microsoft Windows Terminal Server (Including Citrix Server)

SBClient and Microsoft Windows Terminal Server (Including Citrix Server) SBClient and Micrsft Windws Terminal Server (Including Citrix Server) Cntents 1. Intrductin 2. SBClient Cmpatibility Infrmatin 3. SBClient Terminal Server Installatin Instructins 4. Reslving Perfrmance

More information

Installation Guide Marshal Reporting Console

Installation Guide Marshal Reporting Console Installatin Guide Installatin Guide Marshal Reprting Cnsle Cntents Intrductin 2 Supprted Installatin Types 2 Hardware Prerequisites 2 Sftware Prerequisites 3 Installatin Prcedures 3 Appendix: Enabling

More information

Mobile Device Manager Admin Guide. Reports and Alerts

Mobile Device Manager Admin Guide. Reports and Alerts Mbile Device Manager Admin Guide Reprts and Alerts September, 2013 MDM Admin Guide Reprts and Alerts i Cntents Reprts and Alerts... 1 Reprts... 1 Alerts... 3 Viewing Alerts... 5 Keep in Mind...... 5 Overview

More information

GETTING STARTED With the Control Panel Table of Contents

GETTING STARTED With the Control Panel Table of Contents With the Cntrl Panel Table f Cntents Cntrl Panel Desktp... 2 Left Menu... 3 Infrmatin... 3 Plan Change... 3 Dmains... 3 Statistics... 4 Ttal Traffic... 4 Disk Quta... 4 Quick Access Desktp... 4 MAIN...

More information

Welcome to Microsoft Access Basics Tutorial

Welcome to Microsoft Access Basics Tutorial Welcme t Micrsft Access Basics Tutrial After studying this tutrial yu will learn what Micrsft Access is and why yu might use it, sme imprtant Access terminlgy, and hw t create and manage tables within

More information

Employee Self Service (ESS) Quick Reference Guide ESS User

Employee Self Service (ESS) Quick Reference Guide ESS User Emplyee Self Service (ESS) Quick Reference Guide ESS User Cntents Emplyee Self Service (ESS) User Quick Reference Guide 5 Intrductin t ESS 5 Getting Started 6 Prerequisites 6 Accunt Activatin 7 Hw t activate

More information

Grants Online. Quick Reference Guide - Grantees

Grants Online. Quick Reference Guide - Grantees Abut Grants Online: Grants Online perates in a web envirnment. Internet Explrer is the preferred brwser fr PC users; FireFx is the preferred brwser fr MAC users. N sftware is required fr installatin. Lgins

More information

Using PayPal Website Payments Pro UK with ProductCart

Using PayPal Website Payments Pro UK with ProductCart Using PayPal Website Payments Pr UK with PrductCart Overview... 2 Abut PayPal Website Payments Pr & Express Checkut... 2 What is Website Payments Pr?... 2 Website Payments Pr and Website Payments Standard...

More information

Deployment Overview (Installation):

Deployment Overview (Installation): Cntents Deplyment Overview (Installatin):... 2 Installing Minr Updates:... 2 Dwnlading the installatin and latest update files:... 2 Installing the sftware:... 3 Uninstalling the sftware:... 3 Lgging int

More information

1)What hardware is available for installing/configuring MOSS 2010?

1)What hardware is available for installing/configuring MOSS 2010? 1)What hardware is available fr installing/cnfiguring MOSS 2010? 2 Web Frnt End Servers HP Prliant DL 380 G7 2 quad cre Intel Xen Prcessr E5620, 2.4 Ghz, Memry 12 GB, 2 HP 146 GB drives RAID 5 2 Applicatin

More information

Licensing Windows Server 2012 for use with virtualization technologies

Licensing Windows Server 2012 for use with virtualization technologies Vlume Licensing brief Licensing Windws Server 2012 fr use with virtualizatin technlgies (VMware ESX/ESXi, Micrsft System Center 2012 Virtual Machine Manager, and Parallels Virtuzz) Table f Cntents This

More information

Avatier Identity Management Suite

Avatier Identity Management Suite Avatier Identity Management Suite AIMS Versin 9 System Requirements Versin 9 2603 Camin Ramn Suite 110 San Ramn, CA 94583 Phne: 800-609-8610 925-217-5170 FAX: 925-217-0853 Email: supprt@avatier.cm Page

More information

Connecting to Email: Live@edu

Connecting to Email: Live@edu Cnnecting t Email: Live@edu Minimum Requirements fr Yur Cmputer We strngly recmmend yu upgrade t Office 2010 (Service Pack 1) befre the upgrade. This versin is knwn t prvide a better service and t eliminate

More information

Ten Steps for an Easy Install of the eg Enterprise Suite

Ten Steps for an Easy Install of the eg Enterprise Suite Ten Steps fr an Easy Install f the eg Enterprise Suite (Acquire, Evaluate, and be mre Efficient!) Step 1: Dwnlad the eg Sftware; verify hardware and perating system pre-requisites Step 2: Obtain a valid

More information

Implementing SQL Manage Quick Guide

Implementing SQL Manage Quick Guide Implementing SQL Manage Quick Guide The purpse f this dcument is t guide yu thrugh the quick prcess f implementing SQL Manage n SQL Server databases. SQL Manage is a ttal management slutin fr Micrsft SQL

More information

1 GETTING STARTED. 5/7/2008 Chapter 1

1 GETTING STARTED. 5/7/2008 Chapter 1 5/7/2008 Chapter 1 1 GETTING STARTED This chapter intrduces yu t the web-based UIR menu system. Infrmatin is prvided abut the set up necessary t assign users permissin t enter and transmit data. This first

More information

Part I: Welcome to BoardEffect -- Overview & Online Tour

Part I: Welcome to BoardEffect -- Overview & Online Tour Part I: Welcme t BardEffect -- Overview & Online Tur BardEffect is the leading e-gvernance tl fr missin-based rganizatins. This secure website will allw the Shaping NJ Partnership members t cmmunicate,

More information

E-Biz Web Hosting Control Panel

E-Biz Web Hosting Control Panel 1 f 38 E-Biz Web Hsting Cntrl Panel This dcument has been created t give yu a useful insight in t the Hsting Cntrl Panel available with E-Biz hsting services. Please nte: Optins available are dependent

More information

Configuring an Email Client for your Hosting Support POP/IMAP mailbox

Configuring an Email Client for your Hosting Support POP/IMAP mailbox Cnfiguring an Email Client fr yur Hsting Supprt POP/IMAP mailbx This article lists the email settings and prt numbers fr pp and imap cnfiguratins, as well as fr SSL. It cntains instructins fr setting up

More information

User Manual Brainloop Outlook Add-In. Version 3.4

User Manual Brainloop Outlook Add-In. Version 3.4 User Manual Brainlp Outlk Add-In Versin 3.4 Cntent 1. Summary... 3 2. Release Ntes... 3 2.1 Prerequisites... 3 2.2 Knwn Restrictins... 4 3. Installatin and Cnfiguratin... 4 3.1 The installatin prgram...

More information

Licensing Windows Server 2012 R2 for use with virtualization technologies

Licensing Windows Server 2012 R2 for use with virtualization technologies Vlume Licensing brief Licensing Windws Server 2012 R2 fr use with virtualizatin technlgies (VMware ESX/ESXi, Micrsft System Center 2012 R2 Virtual Machine Manager, and Parallels Virtuzz) Table f Cntents

More information

Alexsys Team 2 Service Desk

Alexsys Team 2 Service Desk Alexsys Team 2 Service Desk An affrdable fully interactive Service Desk that wrks seamlessly with Alexsys Team The Alexsys Team 2 Service Desk is an add-n prduct fr Alexsys Team 2 that prvides fully interactive

More information

Port Manager. Microsoft Dynamics CRM for Ports

Port Manager. Microsoft Dynamics CRM for Ports Prt Manager Micrsft Dynamics CRM fr Prts February 2015 Overview Celedn Partners Prt Manager encapsulates the functinality f many prt related prcesses int an easy t learn and easy t use tl. The slutin leverages

More information

IT Help Desk Service Level Expectations Revised: 01/09/2012

IT Help Desk Service Level Expectations Revised: 01/09/2012 IT Help Desk Service Level Expectatins Revised: 01/09/2012 Overview The IT Help Desk team cnsists f six (6) full time emplyees and fifteen (15) part time student emplyees. This team prvides supprt fr 25,000+

More information

Service Level Agreement (SLA) Hosted Products. Netop Business Solutions A/S

Service Level Agreement (SLA) Hosted Products. Netop Business Solutions A/S Service Level Agreement (SLA) Hsted Prducts Netp Business Slutins A/S Cntents 1 Service Level Agreement... 3 2 Supprt Services... 3 3 Incident Management... 3 3.1 Requesting service r submitting incidents...

More information

CSC IT practix Recommendations

CSC IT practix Recommendations CSC IT practix Recmmendatins CSC Healthcare 28th January 2014 Versin 3 www.csc.cm/glbalhealthcare Cntents 1 Imprtant infrmatin 3 2 IT Specificatins 4 2.1 Wrkstatins... 4 2.2 Minimum Server with 1-5 wrkstatins

More information

LeadStreet Broker Guide

LeadStreet Broker Guide RE/MAX f Western Canada LeadStreet Brker Guide Ver. 2.0 Revisin Histry Name Date Versin Descriptin Tamika Anglin 09/04/13 1.0 Initial Creatin Tamika Anglin 11/05/13 2.0 Inclusin f instructins n reprting

More information

Custom Portlets. an unbiased review of the greatest Practice CS feature ever. Andrew V. Gamet

Custom Portlets. an unbiased review of the greatest Practice CS feature ever. Andrew V. Gamet Custm Prtlets an unbiased review f the greatest Practice CS feature ever Andrew V. Gamet Descriptin In Practice CS, the firm can use any f the fur dashbards t quickly display relative infrmatin. The Firm,

More information

Often people have questions about new or enhanced services. This is a list of commonly asked questions and answers regarding our new WebMail format.

Often people have questions about new or enhanced services. This is a list of commonly asked questions and answers regarding our new WebMail format. Municipal Service Cmmissin Gerald P. Cle Frederick C. DeLisle Thmas M. Kaul Gregry L. Riggle Stanley A. Rutkwski Electric, Steam, Water Cable Televisin and High Speed Internet Service since 1889 Melanie

More information

Connector for Microsoft Dynamics Installation Guide

Connector for Microsoft Dynamics Installation Guide Micrsft Dynamics Cnnectr fr Micrsft Dynamics Installatin Guide June 2014 Find updates t this dcumentatin at the fllwing lcatin: http://g.micrsft.cm/fwlink/?linkid=235139 Micrsft Dynamics is a line f integrated,

More information

Introduction to Mindjet MindManager Server

Introduction to Mindjet MindManager Server Intrductin t Mindjet MindManager Server Mindjet Crpratin Tll Free: 877-Mindjet 1160 Battery Street East San Francisc CA 94111 USA Phne: 415-229-4200 Fax: 415-229-4201 mindjet.cm 2013 Mindjet. All Rights

More information

Customers FAQs for Webroot SecureAnywhere Identity Shield

Customers FAQs for Webroot SecureAnywhere Identity Shield Custmers FAQs fr Webrt SecureAnywhere Identity Shield Table f Cntents General Questins...2 Why is the bank ffering Webrt SecureAnywhere sftware?... 2 What des it prtect?... 2 Wh is Webrt?... 2 Is Webrt

More information

BackupAssist SQL Add-on

BackupAssist SQL Add-on WHITEPAPER BackupAssist Versin 6 www.backupassist.cm 2 Cntents 1. Requirements... 3 1.1 Remte SQL backup requirements:... 3 2. Intrductin... 4 3. SQL backups within BackupAssist... 5 3.1 Backing up system

More information

TRAINING GUIDE. Crystal Reports for Work

TRAINING GUIDE. Crystal Reports for Work TRAINING GUIDE Crystal Reprts fr Wrk Crystal Reprts fr Wrk Orders This guide ges ver particular steps and challenges in created reprts fr wrk rders. Mst f the fllwing items can be issues fund in creating

More information

1.2 Supporting References For information relating to the Company Hardware Request project, see the SharePoint web site.

1.2 Supporting References For information relating to the Company Hardware Request project, see the SharePoint web site. Hardware Request System Visin 1 Intrductin 1.1 Dcument Purpse and Scpe This dcument utlines the visin fr the Hardware Request system. The purpses f this dcument are t: Identify and agree n the prblems

More information

IT Quick Reference Guides Using Outlook 2011 for Mac for Faculty and Staff

IT Quick Reference Guides Using Outlook 2011 for Mac for Faculty and Staff IT Quick Reference Guides Using Outlk 2011 fr Mac fr Faculty and Staff Outlk Guides This guide cvers using Outlk 2011 fr Mac fr SU faculty and staff n campus cmputers. This des nt cver using Outlk 2011

More information

990 e-postcard FAQ. Is there a charge to file form 990-N (e-postcard)? No, the e-postcard system is completely free.

990 e-postcard FAQ. Is there a charge to file form 990-N (e-postcard)? No, the e-postcard system is completely free. 990 e-pstcard FAQ Fr frequently asked questins abut filing the e-pstcard that are nt listed belw, brwse the FAQ at http://epstcard.frm990.rg/frmtsfaq.asp# (cpy and paste this link t yur brwser). General

More information

RedCloud Security Management Software 3.6 Release Notes

RedCloud Security Management Software 3.6 Release Notes RedClud Security Management Sftware 3.6 Release Ntes ------------------------------------------------------------------------------------------------------------------------------- General Availability

More information

Grants Online. Quick Reference Guide Grant Recipients

Grants Online. Quick Reference Guide Grant Recipients Abut Grants Online: Grants Online perates in a web envirnment. Internet Explrer is the preferred brwser fr PC users, but Ggle Chrme als wrks well; FireFx is the preferred brwser fr MAC users. N sftware

More information

efusion Table of Contents

efusion Table of Contents efusin Cst Centers, Partner Funding, VAT/GST and ERP Link Table f Cntents Cst Centers... 2 Admin Setup... 2 Cst Center Step in Create Prgram... 2 Allcatin Types... 3 Assciate Payments with Cst Centers...

More information

Preparing to Deploy Reflection : A Guide for System Administrators. Version 14.1

Preparing to Deploy Reflection : A Guide for System Administrators. Version 14.1 Preparing t Deply Reflectin : A Guide fr System Administratrs Versin 14.1 Table f Cntents Table f Cntents... 2 Preparing t Deply Reflectin 14.1:... 3 A Guide fr System Administratrs... 3 Overview f the

More information

Licensing the Core Client Access License (CAL) Suite and Enterprise CAL Suite

Licensing the Core Client Access License (CAL) Suite and Enterprise CAL Suite Vlume Licensing brief Licensing the Cre Client Access License (CAL) Suite and Enterprise CAL Suite Table f Cntents This brief applies t all Micrsft Vlume Licensing prgrams. Summary... 1 What s New in This

More information

Intel Hybrid Cloud Management Portal Update FAQ. Audience: Public

Intel Hybrid Cloud Management Portal Update FAQ. Audience: Public Intel Hybrid Clud Management Prtal Update FAQ Audience: Public Purpse: Prepare fr the launch f the Intel Hybrid Clud Platfrm multi-user/multi-tier update Versin: Final FAQs What s new in the Intel Hybrid

More information

Integrating With incontact dbprovider & Screen Pops

Integrating With incontact dbprovider & Screen Pops Integrating With incntact dbprvider & Screen Pps incntact has tw primary pints f integratin. The first pint is between the incntact IVR (script) platfrm and the custmer s crprate database. The secnd pint

More information

Point2 Property Manager Quick Setup Guide

Point2 Property Manager Quick Setup Guide Click the Setup Tab Mst f what yu need t get started using Pint 2 Prperty Manager has already been taken care f fr yu. T begin setting up yur data in Pint2 Prperty Manager, make sure yu have cmpleted the

More information

Online Learning Portal best practices guide

Online Learning Portal best practices guide Online Learning Prtal Best Practices Guide best practices guide This dcument prvides Micrsft Sftware Assurance Benefit Administratrs with best practices fr implementing e-learning thrugh the Micrsft Online

More information

Improved Data Center Power Consumption and Streamlining Management in Windows Server 2008 R2 with SP1

Improved Data Center Power Consumption and Streamlining Management in Windows Server 2008 R2 with SP1 Imprved Data Center Pwer Cnsumptin and Streamlining Management in Windws Server 2008 R2 with SP1 Disclaimer The infrmatin cntained in this dcument represents the current view f Micrsft Crpratin n the issues

More information

CorasWorks v11 Essentials Distance Learning

CorasWorks v11 Essentials Distance Learning CrasWrks v11 Essentials Curse Outline CrasWrks distance learning training is designed t help students leverage the CrasWrks platfrm t either build cllabrative applicatins r extend and enhance existing

More information

Instructions for Configuring a SAFARI Montage Managed Home Access Expansion Server

Instructions for Configuring a SAFARI Montage Managed Home Access Expansion Server Instructins fr Cnfiguring a SAFARI Mntage Managed Hme Access Expansin Server ~ Please read these instructins in their entirety befre yu begin. ~ These instructins explain hw t add a SAFARI Mntage Managed

More information

Getting Started Guide

Getting Started Guide AnswerDash Resurces http://answerdash.cm Cntextual help fr sales and supprt Getting Started Guide AnswerDash is cmmitted t helping yu achieve yur larger business gals. The utlined pre-launch cnsideratins

More information

Using Sentry-go Enterprise/ASPX for Sentry-go Quick & Plus! monitors

Using Sentry-go Enterprise/ASPX for Sentry-go Quick & Plus! monitors Using Sentry-g Enterprise/ASPX fr Sentry-g Quick & Plus! mnitrs 3Ds (UK) Limited, February, 2014 http://www.sentry-g.cm Be Practive, Nt Reactive! Intrductin Sentry-g Enterprise Reprting is a self-cntained

More information

The Importance Advanced Data Collection System Maintenance. Berry Drijsen Global Service Business Manager. knowledge to shape your future

The Importance Advanced Data Collection System Maintenance. Berry Drijsen Global Service Business Manager. knowledge to shape your future The Imprtance Advanced Data Cllectin System Maintenance Berry Drijsen Glbal Service Business Manager WHITE PAPER knwledge t shape yur future The Imprtance Advanced Data Cllectin System Maintenance Cntents

More information

New in this release. Sphere 9.4.3.2 (October 2013)

New in this release. Sphere 9.4.3.2 (October 2013) New in this release Sphere 9.4.3.2 (Octber 2013) The fllwing client-facing changes were implemented: An issue that prevented certain Friends Asking Friends spnsrship levels frm appearing as ptins n the

More information

CallRex 4.2 Installation Guide

CallRex 4.2 Installation Guide CallRex 4.2 Installatin Guide This dcument describes hw t install CallRex 4.2. It cvers the fllwing: CallRex 4.2 Cmpnents. Server Prerequisites. Perfrming the Installatin. Changing the Accunt Used by CallRex

More information

FINRA Regulation Filing Application Batch Submissions

FINRA Regulation Filing Application Batch Submissions FINRA Regulatin Filing Applicatin Batch Submissins Cntents Descriptin... 2 Steps fr firms new t batch submissin... 2 Acquiring necessary FINRA accunts... 2 FTP Access t FINRA... 2 FTP Accunt n FINRA s

More information

Vancouver Island University Job Posting System Instruction Manual

Vancouver Island University Job Posting System Instruction Manual Vancuver Island University Jb Psting System Instructin Manual Have questins, cncerns, r need training? Cntact Human Resurces Recruitment Office at recruit@viu.ca r lcal 6239 Last updated: February 2013

More information

Fixes for CrossTec Enterprise Management System

Fixes for CrossTec Enterprise Management System Fixes fr CrssTec Enterprise Management System New in EMS 3.10.0005 Nvember 1, 2012 Internet Metering nw includes imprved supprt fr the Chrme Brwser Fixes in EMS 3.10.0005 Nvember 1, 2012 Reslved issue

More information

Installation Guide Marshal Reporting Console

Installation Guide Marshal Reporting Console INSTALLATION GUIDE Marshal Reprting Cnsle Installatin Guide Marshal Reprting Cnsle March, 2009 Cntents Intrductin 2 Supprted Installatin Types 2 Hardware Prerequisites 3 Sftware Prerequisites 3 Installatin

More information

Sage 100 What s New in 2013. Tracey Brinkman Senior Consultant BKD Technologies tbrinkman@bkd.com

Sage 100 What s New in 2013. Tracey Brinkman Senior Consultant BKD Technologies tbrinkman@bkd.com Sage 100 What s New in 2013 Tracey Brinkman Senir Cnsultant BKD Technlgies tbrinkman@bkd.cm Presenter Tracey Brinkman Senir Cnsultant BKD Technlgies 2013 Overview Glbal Enhancements Accunts Payable Enhancements

More information

WatchDox Server. Administrator's Guide. Version 3.8.5

WatchDox Server. Administrator's Guide. Version 3.8.5 WatchDx Server Administratr's Guide Versin 3.8.5 Cnfidentiality This dcument cntains cnfidential material that is prprietary WatchDx. The infrmatin and ideas herein may nt be disclsed t any unauthrized

More information

FAQs for Webroot SecureAnywhere Identity Shield

FAQs for Webroot SecureAnywhere Identity Shield FAQs fr Webrt SecureAnywhere Identity Shield Table f Cntents General Questins...2 Why is the bank ffering Webrt SecureAnywhere Identity Shield?... 2 What des it prtect?... 2 Wh is Webrt?... 2 Is the Webrt

More information

Cloud Contact Centre. Getting smart with customer contact

Cloud Contact Centre. Getting smart with customer contact Clud Cntact Centre Getting smart with custmer cntact Getting smart with custmer cntact Clud Cntact Centre enables businesses t deliver superir custmer service every time, quickly and affrdably, with the

More information

CREDIT REPORTING USER GUIDE

CREDIT REPORTING USER GUIDE Suthwest Business Credit Services, User Guide CREDIT REPORTING USER GUIDE Last Mdified: 5/6/14 Last Mdified: 5/6/14 1 Suthwest Business Credit Services, User Guide Table f Cntents Intrductin... 3 Hw T

More information

Datasheet. PV4E Management Software Features

Datasheet. PV4E Management Software Features PV4E Management Sftware Features PV4E is a field prven cmprehensive slutin fr real-time cntrl ver netwrk infrastructure and devices The new and refreshed Graphic User Interface (GUI) is nw even mre attractive,

More information

Bitrix Intranet. Product Requirements

Bitrix Intranet. Product Requirements Bitrix Intranet Prduct Requirements Bitrix Intranet: Prduct Requirements Bitrix Intranet is a highly secure, turnkey intranet slutin fr small and medium-sized businesses designed fr effective cllabratin,

More information

Remote Setup and Configuration of the Outlook Email Program Information Technology Group

Remote Setup and Configuration of the Outlook Email Program Information Technology Group Remte Setup and Cnfiguratin f the Outlk Email Prgram Infrmatin Technlgy Grup The fllwing instructins will help guide yu in the prper set up f yur Outlk Email Accunt. Please nte that these instructins are

More information

Durango Merchant Services QuickBooks SyncPay

Durango Merchant Services QuickBooks SyncPay Durang Merchant Services QuickBks SyncPay Gateway Plug-In Dcumentatin April 2011 Durang-Direct.cm 866-415-2636-1 - QuickBks Gateway Plug-In Dcumentatin... - 3 - Installatin... - 3 - Initial Setup... -

More information

Release Notes. Dell SonicWALL Email Security 7.4.3 firmware is supported on the following appliances: Dell SonicWALL Email Security 200

Release Notes. Dell SonicWALL Email Security 7.4.3 firmware is supported on the following appliances: Dell SonicWALL Email Security 200 Release Ntes Email Security Dell SnicWALL Email Security 7.4.3 SnicOS Cntents System Cmpatibility... 1 Enhancements in Email Security 7.4.3... 2 Knwn Issues... 3 Upgrading t Email Security 7.4.3... 4 Related

More information

Information Services Hosting Arrangements

Information Services Hosting Arrangements Infrmatin Services Hsting Arrangements Purpse The purpse f this service is t prvide secure, supprted, and reasnably accessible cmputing envirnments fr departments at DePaul that are in need f server-based

More information

THOMSON REUTERS C-TRACK CASE MANAGEMENT SYSTEM SOFTWARE AS A SERVICE SERVICE DEFINITION FOR G-CLOUD 6

THOMSON REUTERS C-TRACK CASE MANAGEMENT SYSTEM SOFTWARE AS A SERVICE SERVICE DEFINITION FOR G-CLOUD 6 THOMSON REUTERS C-TRACK CASE MANAGEMENT SYSTEM SOFTWARE AS A SERVICE SERVICE DEFINITION FOR G-CLOUD 6 C-Track Case Management System (CMS) is a cnfigurable, brwser based case management system fr all levels

More information

Instant Chime for IBM Sametime Quick Start Guide

Instant Chime for IBM Sametime Quick Start Guide Instant Chime fr IBM Sametime Quick Start Guide Fall 2014 Cpyright 2014 Instant Technlgies. All rights reserved. Cpyright and Disclaimer This dcument, as well as the sftware described in it, is furnished

More information

Table of Contents. This document is for informational purposes only. MICROSOFT MAKES NO WARRANTIES, EXPRESS OR IMPLIED, IN THIS SUMMARY.

Table of Contents. This document is for informational purposes only. MICROSOFT MAKES NO WARRANTIES, EXPRESS OR IMPLIED, IN THIS SUMMARY. Table f Cntents Tp Pricing and Licensing Questins... 2 Why shuld custmers be excited abut Micrsft SQL Server 2012?... 2 What are the mst significant changes t the pricing and licensing fr SQL Server?...

More information

2008 BA Insurance Systems Pty Ltd

2008 BA Insurance Systems Pty Ltd 2008 BA Insurance Systems Pty Ltd BAIS have been delivering insurance systems since 1993. Over the last 15 years, technlgy has mved at breakneck speed. BAIS has flurished in this here tday, gne tmrrw sftware

More information

STIOffice Integration Installation, FAQ and Troubleshooting

STIOffice Integration Installation, FAQ and Troubleshooting STIOffice Integratin Installatin, FAQ and Trubleshting Installatin Steps G t the wrkstatin/server n which yu have the STIDistrict Net applicatin installed. On the STI Supprt page at http://supprt.sti-k12.cm/,

More information

NASDAQ BookViewer 2.0 User Guide

NASDAQ BookViewer 2.0 User Guide NASDAQ BkViewer 2.0 User Guide NASDAQ BkViewer 2.0 ffers a real-time view f the rder depth using the NASDAQ Ttalview prduct fr NASDAQ and ther exchange-listed securities including: The tp buy and sell

More information

ABELMed Platform Setup Conventions

ABELMed Platform Setup Conventions ABELMed Platfrm Setup Cnventins 1 Intrductin 1.1 Purpse f this dcument The purpse f this dcument is t prvide prspective ABELMed licensees and their hardware vendrs with the infrmatin that they will require

More information

Employer Dashboard Guide

Employer Dashboard Guide Emplyer Dashbard Guide A step-by-step guide t the functinalities and capabilities f the Emplyer Dashbard We make it easy fr yu t manage yur plan using the Emplyer Dashbard. Each user assigned with an Administratr

More information

SDES Service Desk Portal: Opening a Service Ticket

SDES Service Desk Portal: Opening a Service Ticket Opening a Service Ticket 1 SDES Service Desk Prtal: Opening a Service Ticket IMPORTANT: At any pint during the ticket creatin prcess, r yur ther use f the Service Desk prtal, it is imprtant that yu use

More information

Optimal Payments Extension. Supporting Documentation for the Extension Package. 20140225 v1.1

Optimal Payments Extension. Supporting Documentation for the Extension Package. 20140225 v1.1 Optimal Payments Extensin Supprting Dcumentatin fr the Extensin Package 20140225 v1.1 Revisin Histry v1.1 Updated Demac Media branding v1.0 Initial Dcument fr Distributin supprt@ptimalpayments.cm Page

More information

BRILL s Editorial Manager (EM) Manual for Authors Table of Contents

BRILL s Editorial Manager (EM) Manual for Authors Table of Contents BRILL s Editrial Manager (EM) Manual fr Authrs Table f Cntents Intrductin... 2 1. Getting Started: Creating an Accunt... 2 2. Lgging int EM... 3 3. Changing Yur Access Cdes and Cntact Infrmatin... 3 3.1

More information

QAD Operations BI Metrics Demonstration Guide. May 2015 BI 3.11

QAD Operations BI Metrics Demonstration Guide. May 2015 BI 3.11 QAD Operatins BI Metrics Demnstratin Guide May 2015 BI 3.11 Overview This demnstratin fcuses n ne aspect f QAD Operatins Business Intelligence Metrics and shws hw this functinality supprts the visin f

More information

Cloud Services. Email Migration. Assisted Migration Admin Guide

Cloud Services. Email Migration. Assisted Migration Admin Guide Clud Services Email Migratin Assisted Migratin Admin Guide 10/19/2014 ACCOUNT ACTIVATION AND DATA MIGRATION ASSISTED CLOUD MIGRATION Fr mre cmplex migratin prjects, ur Prfessinal Services persnnel migrate

More information

Introduction LIVE MAPS UNITY PORTAL / INSTALLATION GUIDE. 2015 Savision B.V. savision.com All rights reserved.

Introduction LIVE MAPS UNITY PORTAL / INSTALLATION GUIDE. 2015 Savision B.V. savision.com All rights reserved. Rev 7.5.0 Intrductin 2 LIVE MAPS UNITY PORTAL / INSTALLATION GUIDE 2015 Savisin B.V. savisin.cm All rights reserved. This manual, as well as the sftware described in it, is furnished under license and

More information

The Relativity Appliance Installation Guide

The Relativity Appliance Installation Guide The Relativity Appliance Installatin Guide February 4, 2016 - Versin 9 & 9.1 - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - -

More information

Level 1 Technical. RealPresence Web Suite and Web Suite Pro. Contents

Level 1 Technical. RealPresence Web Suite and Web Suite Pro. Contents Level 1 Technical RealPresence Web Suite and Web Suite Pr Cntents 1 - Glssary... 2 2 Features... 3 RealPresence Platfrm integratin... 3 RealPresence Web Suite Sftware... 3 Sftware Keys... 3 3 - Web Client

More information

Kaltura Video Plugin for Jive User Guide. Version: 1.0

Kaltura Video Plugin for Jive User Guide. Version: 1.0 Kaltura Vide Plugin fr Jive User Guide Versin: 1.0 Kaltura Business Headquarters 5 Unin Square West, Suite 602, New Yrk, NY, 10003, USA Tel.: +1 800 871 5224 Cpyright 2014 Kaltura Inc. All Rights Reserved.

More information

Telelink 6. Installation Manual

Telelink 6. Installation Manual Telelink 6 Installatin Manual Table f cntents 1. SYSTEM REQUIREMENTS... 3 1.1. Hardware Requirements... 3 1.2. Sftware Requirements... 3 1.2.1. Platfrm... 3 1.2.1.1. Supprted Operating Systems... 3 1.2.1.2.

More information

Firewall/Proxy Server Settings to Access Hosted Environment. For Access Control Method (also known as access lists and usually used on routers)

Firewall/Proxy Server Settings to Access Hosted Environment. For Access Control Method (also known as access lists and usually used on routers) Firewall/Prxy Server Settings t Access Hsted Envirnment Client firewall settings in mst cases depend n whether the firewall slutin uses a Stateful Inspectin prcess r ne that is cmmnly referred t as an

More information