Escalation Server Documentation For Tele-Support HelpDesk Rev 5/29/2001

Transcription

1 Introduction Escalation Server Documentation For Tele-Support HelpDesk Rev 5/29/2001 The purpose of the Escalation Server is to improve performance of HelpDesk s auto-escalation of priorities. It is designed so that auto-escalation can be designated to a) always run on one specific machine and b) run as a stand-alone application. The Escalation Server can run on a workstation by itself or can run as a background process while other applications are running, including the Tele-Support HelpDesk application running in the foreground. Where possible, we recommend that it run on a dedicated workstation or a workstation where its constant activity will not adversely affect the performance of other running applications. How priority escalation works Currently, the first workstation to log into HelpDesk automatically becomes the machine that escalates priorities (it looks for the availability of a specified file and, if it is not locked, locks it and assumes the duties of the escalating priorities automatically.) That is why one workstation always runs a bit slower when the escalation for inquiries is being checked. Auto-escalation checks each open inquiry to see if it needs to be escalated according to how you set up escalation with each priority you defined. Also, if notification is included with the escalation, it performs the service automatically. In the current system, ing is done only via MAPI. The Escalation Server program allows you to choose either MAPI or SMTP for ing. This is detailed later in this document. The Escalation Server will only begin active processing if all other users are logged out of HelpDesk. A message will indicate if it cannot begin because someone else is already logged into HelpDesk. As soon as all other users are logged out of HelpDesk, the Escalation Server program will automatically take control and begin active processing. If you run this Escalation Server separately from HelpDesk, you may see a better performance on the HelpDesk client machine that no longer has to perform escalation. Escalation itself will also be performed faster on this dedicated stand alone Escalation Server. In summary, you can go on working exactly as you have in the past, or you may optionally use this Escalation Server to boost performance, AND give you the option of using SMTP instead of only having MAPI available. Page 1 of 5

2 Installation If you already have HelpDesk installed before this Escalation Server was released (build 2394). Download from our web site the following program and put it into the HelpDesk server directory (where you will also find the HelpDesk main data file, HelpDesk.mdb.) HDEscSvr_Install.EXE. If you are just installing HelpDesk for the first time, you will already find the following file in the HelpDesk server directory. HDEscSvr_Install.EXE. The Escalation Server installation should be installed to a local workstation drive that will be running the application. That is why we have made the default installation directory C:\HELPDESK (where your client software may already exist.) Upon completion of the installation, the following files will be created: HDEscSvr.EXE the application program HDEscSvr.MDB a log file maintained by the application HDEscSvr.DOC documentation for this application To install, find the installation program you downloaded HDEscSvr_Install.EXE and run it. Beginning the installation After the Welcome screen and License Agreement, you will be prompted to select the location where you want to install the Escalation Server. This should be any desired location on a local drive, but we suggest using the directory where your HelpDesk client is located (most probably C:\HELPDESK). Next, select the Program Manager group to which you would like the Escalation Server added. The default is Helpdesk 2.0. The installation will install the Escalation Server program, HDEscSvr.exe, and the Escalation Log database, HDEscSvr.mdb, create a desktop icon for the program, and create and configure an ODBC User DSN named Helpdesk (if one does not already exist.) Page 2 of 5

3 Operation The Escalation Server can be run by double-clicking its icon. If another computer is currently attached to the Helpdesk database, you will see the following screen warning that another machine is currently performing escalation. To remedy this, simply have everyone exit from the Helpdesk program. Shortly afterward, the Escalation Server should begin active processing and appear as shown here. Note: When the Escalation Server is idle, you will see a gray bar in the application window. When it is actively checking and escalating priorities, the bar will turn green. Page 3 of 5

4 Configuration (required when running for the first time) To configure the Escalation Server, click on the Configure button from the main program. The Escalation Server Configuration will appear as shown. Application Priority - sets the level of CPU usage that the Escalation Server receives. Normal is the recommended setting. Alter depending on your usage. (Note: Like most Windows applications, the CPU priority will decrease if the application window is minimized.) Minutes to spend idle - is the amount of time between actually performing a check for the escalation of priorities. A setting of 1 (minute) means that after performing escalation, the program will wait one minute until it performs the escalation again. Click on the tab to access configuration. Page 4 of 5

5 Why have two choices for ? The current internal system used by HelpDesk requires a MAPI client. When an is sent, it is put into the Outbox of your MAPI client and left there for the external program to send. This works well for many clients. However, using MAPI may have several drawbacks. First, Microsoft, due to newly implemented security patches, require external programs that send mail via their clients to have a manual confirmation of . In an auto-escalation, this is of course not practicable. Secondly, using MAPI usually requires that you automatically accept the default profile of your client. For HelpDesk purposes, you may wish to have control over the mailbox and the From value sent out in your s. Using SMTP, you can choose how the will look to the recipient. Instead of John@company.com, it could now say support@company.com (or any other choice.) If you use SMTP, you will not see the in an out box, but it will create a temporary record in the HelpDesk Escalation Server log file. This log file is always keeps a minimum of two days of transactions. It includes escalated events and exceptions. Currently, you must use Access to view the log file. Settings Use MAPI for will cause the Escalation Server to use your default MAPI client for escalation . Use SMTP for will send escalation directly to the SMTP server via your on-line provider. Note: You may elect to NOT check either MAPI or SMTP. The result of doing so will turn off the feature for priority escalation. In all cases, these settings affect only this Escalation Server application SMTP Server: User Id: From Display: From Address: the name of your SMTP server. the login ID for the SMTP server. how the From field appears to the recipient. this is the Reply To address that will be used when a recipient hits the Reply to button. This field is required. Consult your provider if you are not sure of these settings. Page 5 of 5