1 APPENDIX B HepSTAR Stdent Edition In this appendix, yo wi earn abot: The featres of HepSTAR, a commercia hep desk software package How to insta HepSTAR on a PC How severa organizations se HepSTAR How to access HepSTAR s onine materias and demonstrations How to se some basic featres of HepSTAR
2 Insta HepSTAR Stdent Edition The prpose of this appendix is to give yo some hands-on experience with a representative commercia hep desk software package simiar to those yo might enconter in a hep desk position. Chapter 6 provided an overview of hep desk software toos and the HepSTAR package. This appendix contains additiona information abot HepSTAR and provides yo with an opportnity to se the software. A CD packaged with this book incdes the HepSTAR Stdent Edition software, a prodct of Hep Desk Technoogy Internationa Corporation. The Stdent Edition is a 180-day tria version of the HepSTAR commercia edition. The tria period shod give yo an opportnity to earn as mch as yo wod ike abot the prodct. The Stdent Edition incdes f access to onine ttorias, demonstrations of HepSTAR, and video interviews with HepSTAR s sers. 597 Insta HepSTAR Stdent Edition To insta the Stdent Edition of HepSTAR, yo mst have: HepSTAR Stdent Edition instaation CD (packaged with this book) Windows XP/Vista/7 operating system Windows Instaer version 4.5 or ater Minimm of 1 gigabyte of RAM Approximatey 1.5 gigabyte of avaiabe disk space Internet access (broadband connection) The instaation process takes approximatey 20 to 30 mintes, depending on the speed of the PC on which HepSTAR is being instaed. In addition to HepSTAR, other software packages wi be instaed on the PC (ness they are aready instaed), incding Microsoft s.net 3.5 framework and Microsoft s SQL Server (2005 Express edition). The.NET framework contains a ibrary of spport software that HepSTAR needs to operate. SQL Server is the database software in which HepSTAR information is stored. Reinstaing HepSTAR deetes any changes yo made to the sampe database that is incded with the software. If yo reinsta HepSTAR in order to start over with the origina sampe database, the reinstaation process wi ony take abot 10 mintes becase.net and SQL do not have to be instaed again. To insta HepSTAR, compete the foowing steps: 1. Insert the HepSTAR CD into the CD/DVD drive. (If the CD AtoPay featre is operationa on the PC, yo may skip Steps 2, 3, and 4 beow.) 2. Cick the desktop icon Compter (or My Compter, depending on yor operating system), or cick Start and then cick Compter on the Start men. 3. The CD shod appear in the Compter window as HepSTAR 2012 SE.
3 APPENDIX B HepSTAR Stdent Edition Dobe-cick the HepSTAR 2012 SE CD icon, and then, if necessary, dobe-cick atorn.exe; a wecome screen for the Stdent Edition is dispayed. 5. Depending on the operating system, Window s User Accont Contro (UAC) may reqest permission for HepSTAR to be instaed on the system. If necessary, enter an Admin password, and then cick Yes. 6. An InstaShied Wizard wi gide yo throgh the instaation process. (See Chapters 5 and 10 for more information abot instaation tiities sch as InstaShied.) Cick Next. 7. The License Agreement for HepSTAR Stdent Edition is dispayed. Read the icense agreement carefy. Among other provisions, paragraph 1 of the agreement says that the Stdent Edition is imited to 180 days for the prpose of testing and evaation. Paragraph 3 indicates that yo can insta and se the software on more than one PC, sch as a schoo or work system and a home system. If yo agree to the terms dispayed on the screen, cick to accept the icense agreement, and then cick Next. Yor icense agreement is with Hep Desk Technoogy Internationa Corporation (HDTIC), the company that deveoped and ses HepSTAR, and not with the pbisher or athor of this book. 8. Cick Next to verify the instaation destination foder. Dring instaation, InstaShied copies HepSTAR to the defat foder C:\Program Fies\HepSTAR Stdent Edition\. (Note that in 64-bit versions of Windows, HepSTAR instas in the 32-bit foder, C:\Program Fies (x86)\hepstar Stdent Edition\.) In addition to HepSTAR, the.net and SQL Server packages described above are instaed. Cick Next to accept the defat foder ocation. As part of the instaation, HepSTAR instas a shortct to the program on the PC s desktop. The exectabe program is named WinI.exe in the \HepSTAR Stdent Edition\ foder. 9. When a fies have been instaed, HepSTAR dispays a sccessf instaation message. Cick Finish. 10. Next, InstaShied configres the HepSTAR package. 11. When the configration is compete, yo wi be reqired to register the software with HepSTAR. Enter yor name (first name is sfficient) and emai address. Yor schoo name, corse nmber, and teephone nmber are optiona entries. Cick Register when finished. 12. When sing the Stdent Edition, yo wi og in as a hep desk spport representative named Beth Markham. After yo register the software, a ogin screen for Beth Markham wi be dispayed. Cick the Login btton to view HepSTAR s workspace. Beth s password is hepstar. 13. To exit HepSTAR, cick Exit Hepstar on the Fie tab, or cick the X (Cose) btton in the pper-right corner of the window, and then cick Yes.
4 Getting Started Learning Abot HepSTAR The Stdent Edition of HepSTAR does not incde technica spport for instaation or operationa probems. In case of probems, contact yor instrctor. Pease do not contact Hep Desk Technoogy Internationa Corporation, the athor, or the pbisher, Corse Technoogy (Cengage Learning), abot any instaation or operationa probems. Getting Started Learning Abot HepSTAR HepSTAR incdes a variety of onine adio/visa interviews and demonstrations to hep yo get started earning abot the software. These resorces can be accessed on HepSTAR s Web site and in the HepSTAR software. Becase the Web-based HepSTAR earning resorces are data intensive, they shod be accessed on a high-speed, broadband Internet connection. 599 ON THE WEB If yo wod ike to view HepSTAR s onine prodct information withot instaing the software, foow these inks: Cient Interviews (videos): then cick the Testimonias tab HepSTAR Evaator s Gide (a prodct overview): qickeva/qickevagide2012.pdf Prodct Featre Demos (videos): featre-demos.asp After HepSTAR is instaed, yo can access additiona information in the program s hep system. On the ribbon, in the pper-right corner of the HepSTAR screen, cick the Hep (?) btton, and then cick HepSTAR Hep, or press the F1 fnction key. A tabe of contents for HepSTAR hep is in the eft pane. Note that the hep system is for the 2010 version of HepSTAR; some mens and screens appear somewhat differenty in the 2012 version. Cient Interviews To hear from some hep desk staff abot why they chose HepSTAR software and to earn more abot how it is sed in a variety of bsiness, edcationa, and government organizations, go to HepSTAR s Web site (www.hepstar.com) and cick the Testimonias tab. The comments of hep desk workers, managers, and network technicians provide severa perspectives on sing the software. Note the foowing information abot viewing these videos:
5 APPENDIX B HepSTAR Stdent Edition Adobe Fash Payer is reqired to view the video testimonias. To pay a testimonia, cick the pay btton in the center of the video. To stop a video, cick the pase btton or cick otside the video screen. 600 Featre Demos The HepSTAR Web site aso incdes videos that describe HepSTAR prodct featres. These videos are designed as saes toos, and are not primariy ttoria demonstrations. Cick the Featre Demos ink on the right side of the Web site to view short videos on the foowing HepSTAR featres: Intitive User Interface Bsiness Res Ato Discovery Emai Inbox User-Defined Fieds Project Tempates Web Porta Active Directory Reporting and Data Anaysis Roe-Based Access Contro The materia in these prodct demos incdes descriptions of how HepSTAR soves a variety of hep desk and ser spport probems. Some of these featres are covered in greater depth in the ttoria steps beow. HepSTAR Terminoogy Part of earning to se a new software package is adapting to its vocabary. Some HepSTAR terminoogy is simiar to key terms defined esewhere in this book; other terms are niqe to HepSTAR. HepSTAR provides a gossary of terms as part of its onine hep system. To access a gossary within the software, press the F1 fnction key, and then cick the Gossary of Terms item in the Hep men. Figre B-1 ists some key terms and their definitions that yo are ikey to enconter as yo se HepSTAR. The gossary of terms in HepSTAR expands on the definitions in Figre B-1 and incdes definitions of other terms that yo are not ikey to enconter as yo work throgh the HepSTAR ttoria in this appendix.
6 Getting Started Learning Abot HepSTAR aert A HepSTAR-generated message to a spport rep that is triggered by an event (sch as a reqest being cosed) or by the appication of a bsiness re. asset An inventory item, sch as a PC, server, network gateway, or software package. ato discovery A too to scan the hardware and software on a network to ocate new or nathorized devices or adit for compiance with the terms of software icense agreements. 601 Best Sotions HepSTAR s knowedge base of resoved service reqests and spport artices. bsiness re An if-then re sed to atomate tasks in HepSTAR; when a condition has been met (sch as when a service reqest with a critica priority is not handed within 30 mintes), an action is triggered (for exampe, the service reqest is escaated or an emai is sent). category A way to cassify each service reqest according to the natre of the probem. dashboard A brief management report (statistics and charts) on the performance of a hep desk. organizationa nit Within an organization, a department or other strctre (sch as a sb-department) that can generate service reqests. qery Criteria sed to search for or fiter (seect) information in a database. reference nmber A niqe nmber HepSTAR atomaticay assigns to each new reqest. reminder A message initiated by an end ser, agent, or manager to prompt a ser to take some action, sch as make a foow-p phone ca. reqester Any ser of the HepSTAR system; reqesters can sbmit service reqests. SLA (service eve agreement) A contract between end sers and a service provider that defines a specified eve of hep desk services; for exampe, an SLA may specify maximm hep desk response and resotion times. Provisions of a service eve agreement are often defined as bsiness res in HepSTAR. service reqest An incident, phone ca, or emai from a ser to a hep desk or service faciity. spport rep A hep desk agent or ser spport speciaist who handes service reqests. ser Anyone who ses the HepSTAR system, incding end sers, hep desk staff, and managers (the atter two grops are privieged sers becase they have access to featres that end sers do not). workfow A process dring which a service reqest passes throgh varios stages (sometimes caed a ife cyce) from receipt to dispatch, prioritization, assignment, escaation, resotion, docmentation, and finay to termination; simiar to the steps in incident management. Figre B-1 Key terms sed in HepSTAR software
7 APPENDIX B HepSTAR Stdent Edition 602 HepSTAR s Workspace Lanch HepSTAR by dobe-cicking the desktop program icon, or cick HepSTAR 2012 Stdent Edition in the Windows Start men. The initia screen shows the ogin screen, with Beth Markham s name and password (hepstar) aready entered. Cick the Login btton to dispay the main HepSTAR window or workspace, shown in Figre B-2. The window contains the foowing eements (nmbered descriptions beow correspond to the nmbered bets in the figre): 1. Ribbon interface A ribbon men appears across the top of each HepSTAR window; this men stye is common to Windows software sch as the Microsoft Office 2007 or 2010 sites. 2. HepSTAR men In the eft pane of the workspace, HepSTAR dispays shortcts to six of the software s most popar toos: HepSTAR Today Dispays a ser s workspace, which incdes annoncements, the ser s caendar, and action items sch as service reqests that need attention Service Reqests Dispays a detaied ist of service reqests (in priority order) that have been assigned to the agent Emais, Commnications Dispays an inbox of commnications sent to an agent from end sers, hep desk staff, and managers Caendar Dispays the agent s onine caendar of events, which can be edited Docments Dispays a ist of docments stored in the HepSTAR system to which sers have access Assets/Configration Provides a porta into the asset and workstation configration database 3. Spport Rep s stats At the bottom of each screen is a stats bar. The stats bar in Figre B-2 shows inks to varios aerts, messages, reminders, and qees that are part of Beth Markham s HepSTAR desktop workspace. Beth s workspace consists of a the HepSTAR services to which she has athorized access. 4. Cose btton To exit from HepSTAR, cick the Cose (X) btton in the pper-right corner of the window.
8 A Case Stdy Ttoria Using HepSTAR 603 Figre B-2 HepSTAR home page for Beth Markham A Case Stdy Ttoria Using HepSTAR HepSTAR is an extensive commercia hep desk system with many featres. The prpose of this case stdy ttoria is to give yo an introdctory experience with HepSTAR, as an exampe of a hep desk system sed in rea bsinesses. The case stdy ttoria is not designed or intended to be a compete gide to a of HepSTAR s software featres. In addition, the qestion of whether HepSTAR is appropriate for a specific organizationa se is beyond the scope of this text. Ocean Hose Case Stdy Ocean Hose is a company that designs and programs cstom Web sites for other companies. The company is organized into severa departments, incding Administration, Deveopment, Faciities Management, Hman Resorces, Saes, and Tech Spport. Ocean Hose wants to offer its cients the abiity to add interactive maps to their Web sites, and has recenty hired George Friedman, a GIS (Geographica Information Systems) technician with experience in Web-based map software. Beth Markham, a hep desk representative, has been assigned to get George set p in Ocean Hose s HepSTAR system.
9 APPENDIX B HepSTAR Stdent Edition 604 This case stdy ttoria assmes yo have instaed HepSTAR on yor PC. The Stdent Edition of HepSTAR is distribted with a sampe database that incdes a few sers, assets, service reqests, sotions, and other information, some of which wi be sed in this case stdy ttoria. The ttoria beow does not detai each keystroke or mose cick. It assmes that yo are generay famiiar with the se of the Windows GUI interface and that yo have viewed severa of the demonstrations on the HepSTAR Web site described above. The entire ttoria of 18 steps takes 2 to 3 hors to compete. Step 1: Start HepSTAR Dobe-cick the HepSTAR icon on yor desktop or choose HepSTAR from the Windows Start men, and og in as Beth Markham. In HepSTAR, sers often find they have mtipe windows open. Any time yo want to retrn to the HepSTAR main men, cick the Cose btton in the pper-right corner to cose the top window, or cick the HepSTAR Today btton in the eft pane. Step 2: Update the Company Information Before entering George as a ser in HepSTAR, yo can get some experience with basic information entry by pdating the information for the company, Ocean Hose. On the ribbon men on the HepSTAR Today screen, cick the Fie tab. In the Fie men, cick the Setp/Administration btton (on the eft side). Then cick the HepSTAR Objects tab at the top of the Setp/Administration window. On the HepSTAR Objects tab, cick the Manage Companies icon. In the ist of companies, cick Ocean Hose. In the Manage command grop, cick Update. Enter the foowing information abot Ocean Hose into the Edit Company form: Name: Ocean Hose Company Type: Manfactrer Teephone: Street 1: 101 Foothis Street Street 2: Site 300 City: Newmarket State: ON Code: L3X 4G0
10 A Case Stdy Ttoria Using HepSTAR Contry: Canada When yo have competed the Edit Company form for Ocean Hose, save the entry by cicking the Save btton on the Qick Access toobar, or press the Ctr+S keys. To review the company information yo entered, cick Ocean Hose in the ist, and then cick the Company Properties icon on the ribbon to view the information abot Ocean Hose. When finished, cick the Cose btton (pper-right corner of the window). If yo made a mistake in the entry, cick the Update command again, and make any necessary corrections. 605 To deete a company from the ist of companies, cick its name to highight it, and then cick De-Activate in the ribbon s Manage grop. Step 3: Enter a New Grop as an Organizationa Unit Since George is the first GIS Technician in Ocean Hose, Beth needs to add GIS as a grop into HepSTAR s database. A grop is a type of organizationa nit (OU) in HepSTAR. Each organizationa nit generates a qee (foder) of service reqests for hep desk agents. The new GIS grop wi be part of the Deveopment Department. On the ribbon men on the HepSTAR Today screen, cick the Fie tab. In the Fie men, cick the Setp/Administration btton. Then cick the HepSTAR Objects tab at the top of the Setp/Administration window. On the HepSTAR Objects tab, cick the Manage Organizationa Hierarchy icon. Look over the existing departments in Ocean Hose. Cick Deveopment to make that department the active organizationa nit. On the ribbon, cick the New btton in the Organizationa Hierarchy grop, and then cick Organizationa Unit from the drop-down men. Enter the foowing information abot the GIS grop on the form: Qee Name: GIS Grop For the Qee Type, cick Generic OU/Foder When yo have entered the information for the GIS Grop, save the entry by cicking the Save btton on the Qick Access toobar or pressing the Ctr+S keys. GIS Grop shod now appear in the ist of avaiabe organizationa nits in the Deveopment department. To deete an organizationa nit from the ist of avaiabe nits, cick its name to highight it, and then cick De-Activate in the ribbon s Organizationa Hierarchy grop.
11 APPENDIX B HepSTAR Stdent Edition 606 Step 4: Enter a New User Beth s next task is to add George Friedman s ser information into HepSTAR s database of sers. To do so, compete the foowing steps: On the HepSTAR Today screen, cick the Fie tab. In the Fie men, cick the Setp/Administration btton. Then cick the HepSTAR Objects tab at the top of the Setp/Administration window. On the HepSTAR Objects tab, cick the Manage Users icon. On the ribbon, cick the Create New User icon, and then enter the foowing information abot George on the New User form: On the Main tab: User Type: Interna Staff Name: George Friedman Cick the option btton to indicate George is an interna ser. Organizationa Unit: GIS Grop Teephone: Extension: 777 Location: Newmarket Workstation ID: PC-0123 On the Logins/Emai tab: Logins: Enabed Emai: Enabed Emai Address: Leave other fieds on the New User form bank. When yo have entered the above information, save the entry by cicking the Save icon at the top of the form or by pressing the Ctr+S keys. Respond No to qestions abot granting access and adding another ser. George shod now appear in the ist of sers. Cick the Refresh btton on the Qick Access toobar. In the ist of sers, cick George Friedman, and then cick the User Properties icon on the ribbon to dispay the User Properties window shown in Figre B-3.
12 A Case Stdy Ttoria Using HepSTAR 607 Figre B-3 HepSTAR entry for ser George Friedman If yo made any mistakes when entering George s information, cick Update on the ribbon, and make any necessary corrections. To deete a ser from the ist, right-cick their name and choose De-Activate. Step 5: Add an Asset Ocean Hose prchased a new aptop compter for George to se. Beth needs to add information abot George s aptop into HepSTAR s asset database. On the HepSTAR Today screen, cick the Fie tab. In the Fie men, cick the Setp/ Administration btton, and then cick the HepSTAR Objects tab at the top of the Setp/Administration window. In the HepSTAR Objects tab, cick the Manage Assets icon. On the ribbon, cick the Create New Asset icon, and then enter the foowing information abot George s aptop on the form: Asset Type: Workstation Asset Name: Lenovo ThinkPad Edge 15 Identification Tag: PC-0123 Seria Nmber: FGR Aocated to: User (George Friedman)
13 APPENDIX B HepSTAR Stdent Edition 608 Cost: Acqisition Date: 9/16/2011 Qantity: 1 Memo: Windows 7 aptop is for George s se in GIS deveopment projects. Leave the other fieds on the asset form bank. When yo have finished entering the information for George s aptop, save the entry by cicking the Save icon at the top of the New Asset form, or pressing the Ctr+S keys. Cick OK in the window to confirm that the asset was added. Cose the Find an Asset window. On sbseqent asset screens, the Lenovo aptop shod be isted. Verify that George s aptop has been added as an asset. To deete an asset from the ist, right-cick its name and choose De-Activate. Step 6: Set Up a Service Reqest Category On his first day on the job, George caed Beth to say that he was getting setted into his office, bt was having difficty connecting his Lenovo aptop to the Ocean Hose network. He reported that his aptop cod not find a wireess network to connect to. Beth expained to George that his office area does not crrenty have wireess access. However, Beth mentioned that a wired Ethernet connection was avaiabe as a temporary workarond. She asked if George had an Ethernet cabe to se to connect. He didn t, so Beth entered a service reqest ticket and tod George that she wod have a cabe deivered to his office. In HepSTAR, Beth qicky discovered that there was no category for Network Connectivity probems. She decided to create a new category caed Network Connectivity nder Network probems. On the HepSTAR Today screen, cick the Fie tab. In the Fie men, cick the Setp/Administration btton. Then cick the HepSTAR Objects tab at the top of the Setp/Administration window. On the HepSTAR Objects tab, cick the Manage Categories icon. In the ist of categories in the eft pane, cick the + in front of Network to see its crrent sbcategories. Cick the Network category to make it active. Then cick the New Category command on the ribbon. In the New Category form, enter Network Connectivity as a generic category, and press the Ctr+S keys to save. When yo are finished, Network Connectivity shod appear as a sbcategory nder Network.If Network Connectivity ended p in the wrong pace, yo can drag it to the pace in the category ist where yo want it.
14 A Case Stdy Ttoria Using HepSTAR Step 7: Enter a Service Reqest With an appropriate service reqest category defined, Beth was abe to enter a service reqest so George cod get an Ethernet cabe. On the HepSTAR Today screen, cick the Home tab, and then cick Reqest on the ribbon men to open the New Service Reqest window. Begin in the Genera Information box: Reqest Type: Reqest for Service Reqester: George Friedman (Hint: Cick [Find User ]) Category: Ocean Hose\Network\Network Connectivity (Hint: Using the drop-down men, seect + Network, and then cick the sbcategory Network Connectivity.) Tite: Needs Ethernet cabe to connect In the Asset box: Asset: Lenovo ThinkPad Edge 15 [Asset] (Hint: Cick the [ ] btton to find George s aptop in the ist of assets; in the Assets By Aocation ist, dobe-cick Ocean Hose, dobe-cick GIS Grop, and then dobe-cick George Friedman. Finay, cick Lenovo ThinkPad Edge 15, and cick OK.) In the Importance box: User Urgency: High In the Crrent Location box: Crrent Location: Dispatch - [Dispatch] In the Memo box: Memo: George Friedman needs a 12 foot Ethernet cabe in his office to connect his aptop to the network. Leave the other fieds in the service reqest form bank. After yo have competed these steps, the service reqest wi ook ike the exampe in Figre B
15 APPENDIX B HepSTAR Stdent Edition 610 Figre B-4 HepSTAR entry for a new service reqest Press Ctr+S to save the reqest, and cick OK to confirm. When yo save a new service reqest, HepSTAR atomaticay assigns a 5-digit reference nmber to the form (in this exampe, 10059). Step 8: Assign a Service Reqest to a Spport Rep A itte ater, Beth headed from the hep desk office in the direction of George s office to perform another task. Before she eft the hep desk office, she checked on the stats of George s reqest for an Ethernet cabe. On the HepSTAR Today screen, cick Service Reqests in the eft pane. The Service Reqests navigation foders are ocated above the HepSTAR Today btton in the eft pane. Note that Beth can ook at severa qees in the HepSTAR system. Cick the In Service qee. The In Service foder is a ist of service reqests that have been assigned to Beth. Beth does not find George s reqest in her ist. Cick the In Dispatch qee. Find the service reqest from George Friedman. In the Dispatch qee workspace ist, cick George Friedman s cabe reqest to highight it. Then cick the Assign command in the Update Reqest grop on the ribbon men. In the Assign diaog box, cick the Work drop-down men; then cick MySef to assign the reqest to Beth. When prompted, cick Inbox\Beth Markham and then cick OK to send a notice of the assignment to Beth s Inbox. Finay, cick OK to exit the Assign form.
16 A Case Stdy Ttoria Using HepSTAR In the Service Reqests ist cick Inbox\Beth Markham. When HepSTAR asks if yo want to save the changes to the service reqest, cick Yes. Then cick In Service in the Service Reqests ist to verify that the reqest was assigned to Beth. (If yo wish, yo can aso verify that George s service reqest is no onger in the Dispatch qee.) By dobecicking service reqest 10059, Beth can dispay the detais of the reqest. When these steps are competed, George Friedman s service reqest for an Ethernet cabe is reassigned from In Dispatch to Beth Markham s qee. Dobe-cick the George Friedman service reqest in the Workspace List pane to see the reqest detais (see Figre B-5). Beth can view a compete history of the service reqest in the ower part of the same screen (see Figre B-6). 611 Figre B-5 George Friedman s service reqest is now assigned to Beth Markham s qee
17 APPENDIX B HepSTAR Stdent Edition 612 Figre B-6 Service reqest history Using HepSTAR men choices, Beth can move pending service reqests to her qee (In Service), to another qee, to another spport rep s qee, or back to In Dispatch; she can aso choose to Cose a reqest. Whether a spport rep can perform some or a of these service reqest assignment tasks depends on a company s poicies and the privieges set for each agent in HepSTAR. For exampe, senior spport reps can be assigned privieges that entry-eve agents don t have, and spervisors or team eaders can be assigned an even wider array of privieges. These privieges can be set for individa agents or based on their roes (sch as dispatcher, hep desk agent, technica spport agent, spervisor, and so on). Step 9: Cose a Service Reqest Beth deivered the Ethernet cabe to George and got him connected to the office network. When she retrned to her office, she cosed the service reqest. On the HepSTAR Today screen, cick Service Reqests in the eft pane. Find the Service Reqests navigation foders above the HepSTAR Today men in the eft pane. Cick the In Service qee.
18 A Case Stdy Ttoria Using HepSTAR In the ist of the service reqests assigned to Beth, cick George s reqest for the Ethernet cabe. In the Update Reqest command grop on the ribbon men, cick the Schede/Cose command, and then choose Cose from the drop-down men. Cick Memo on the ribbon. In the memo fied, write a notation: Deivered cabe to George and got him connected. When prompted to save the memo, cick OK, and then press the Ctr+S keys to save the memo. Cick the Refresh btton on the Qick Access toobar (or press F5) to refresh the screen and verify that George s reqest has been cosed. Yo can review the entire history of any service reqest by right-cicking it in any ist and then cicking View Reqest Detais. 613 Step 10: Find a Service Reqest Beth wod ike to verify that the HepSTAR record for George s service reqest was competed. She ses the Find option in the Fie men to ocate the service reqest. On the HepSTAR Today screen, cick the Fie tab. In the Fie men, cick Find to view the ist of HepSTAR objects that a ser can search for. For exampe, to search for service reqests for George Friedman, cick Reqester in the Reqest grop. In the Reqester box, enter George and cick the Find btton. Or se the drop-down men to seect a ser from the ist. An agent can frther narrow the search by date in the Reqester box. The Find option permits very fexibe searches for objects in the HepSTAR database, sch as service reqests (by nmber, tite, or category), sers, departments, companies, assets, or spport reps. Step 11: Find a Sotion to a Probem Beth was the agent assigned to Ocean Hose s Hep Desk hotine teephone when she received a ca from George Friedman. George thanked her again for her hep with the Ethernet cabe. He reported that he wod ike to be abe to connect to the company s virta private network (VPN) as a secrity precation when he is working at home. Beth foowed Step 7 above to enter a service reqest. Then she searched HepSTAR s Best Sotions database for information abot the company s VPN to see if docmentation was avaiabe she cod send to George. On the HepSTAR Today screen, cick the Fie tab. In the Fie men, cick Find to view a ist of many of the objects in HepSTAR s database that a ser can search for. In the ist of objects yo can search for in HepSTAR, se the Best Sotion option and cick Search Phrase. In the Search Criteria section, enter VPN, and then press the Enter key.
19 APPENDIX B HepSTAR Stdent Edition Dobe-cick the search rest to dispay instrctions on VPN connections, as shown in Figre B-7. Athogh the instrctions were for an earier version of Windows, Beth copied the instrctions and sent them as a Qick Message in HepSTAR to George. 614 Figre B-7 Best Sotion knowedge base entry in HepSTAR for VPN connection The Best Sotions knowedge base in the sampe database distribted with HepSTAR Stdent Edition is jst an exampe, bt over time, an organization sch as Ocean Hose can bid an extensive coection of probem resotions, docmentation, Web inks, artices, and notes for their hep desk agents and sers to access. Step 12: Escaate a Service Reqest Beth reviewed service reqests in varios qees when one particar item caght her eye Ref# 10041, a reqest from Stacy Warner regarding a probem accessing emai at home over the weekend. Beth checked the Best Sotions database, bt fond no specific entries that referred to emai probems otside the office network. Beth knew that Peter Adams wod normay hande service reqests reated to emai, since Peter is the emai expert on the Network Spport team. To move reqest into Peter Adams s qee, find reqest #10041 and dobe-cick the isting for it. (Hint: Ref# is crrenty in the foder Tech Spport/Spport/North America/Tech Leve 1. Yo canaso ocate it by cickingthefie tab, and then cicking Find. Enter in the # inpt box.)
20 A Case Stdy Ttoria Using HepSTAR Cick Ref# to highight it, and then, on the ribbon men, in the Update Reqest command grop, cick Assign. In the Work box, se the drop-down men and cick to expand the Assigned Users ist and find Peter Adams s name. Cick his name, and then cick OK. Finay, cick the Save btton on the Qick Access Toobar, or press Ctr+S to save the changes to Ref#10041 (Stacy s emai probem). Note that service reqest Ref# has been pdated to show that Beth Markham moved the reqest into Peter Adams s qee, as shown in Figre B Figre B-8 Beth Markham assigns a service reqest to another agent To verify the crrent stats of a service reqest by nmber, se the Find option in HepSTAR s Fie men. In the # box, enter the nmber of the service reqest (e.g., 10041), and press the Enter key, or search by ser name or other characteristic. Yo can aso check Peter Adams s qee by cicking Service Reqests on the eft side of the HepSTAR screen to dispay an Other Views tab on the ribbon. In the Active Reqests grop on the Other Views tab, cick Other Workspaces. In the ist of agents, dobe-cick Peter Adams to view Peter s qee of service reqests. Cick the X cose btton in the pper-right corner to cose the view of Peter s qee. Beth was abe to move a reqest from In Dispatch to Peter Adams s qee becase that priviege is assigned to her in HepSTAR s ser database.