NETKEEPER CRM Installation

NETKEEPER CRM Installation Multima Corporation 1 Rosewood Court East Greenwich, RI 02818-1543

Multi-user Version for Windows for IBM Personal Computers and Compatibles Document number MU0020-02- H0004 2

CONTENTS Program License and Copyright 5 Introduction 6 Advantages 7 I Installation 9 Requirements 9 Installation Overview 11 Installation Steps 14 Database Linking 26 User Entry Installation 27 Convert from ISAM to SQL 28 Data Import 39 Screen Customization Data Import 42 Installation Crystal report Run-time 47 Tech Support 49 Index 48 3

Program License and Copyright NETKEEPER, NETKEEPER Help Desk Captain, NETKEEPER CRM, NETKEEPER Purchase Order, NETKEEPER E Mail, NETKEEPER Pager, NETKEEPER Express, NETKEEPER HD Mail, NETKEEPER SolutionsKeeper and NETKEEPER User Entry programs, screens and manual Multima Corporation 1989-2005. All Rights Reserved Worldwide. Printed in the United States of America. NETKEEPER, NETKEEPER Help Desk Captain, NETKEEPER CRM, NETKEEPER Purchase Order, NETKEEPER E Mail, NETKEEPER Pager, NETKEEPER Express, NETKEEPER HD Mail, NETKEEPER SolutionsKeeper and NETKEEPER User Entry programs, screens and manual are owned by Multima Corporation and is protected by United States copyright laws. Multima Corporation grants you the right to use one copy of the enclosed programs (NETKEEPER ) on one machine, or network server, at any one time. The total number of simultaneous users may not exceed the maximum number of seats or workstations allowed by your copy of NETKEEPER. Multiple users can simultaneously use the enclosed program provided it is installed on only one machine, or network server, at any one time. You may not copy, modify or merge copies of NETKEEPER except for installation in the machine or network server, or for backup purposes. You may not reverse compile or reverse assemble any part of NETKEEPER. You may not rent, lease, sell, sublicense or otherwise transfer NETKEEPER without Multima Corporation's expressly written consent. If you want to install NETKEEPER in more than one server or machine, you must purchase additional copies or licenses. No part of this manual may be reproduced in any form or by any means or used to make a derivative (such as a translation, transformation, or adaptation) without permission in writing from Multima Corporation. Limited Warranty Multima Corporation warrants the magnetic media containing software against failure for ninety (90) days from the date of purchase from Multima Corporation or its Authorized Reseller. THE NETKEEPER PROGRAMS AND REFERENCE MATERIALS ARE PROVIDED "AS IS" WITHOUT WARRANTY AS TO THEIR PERFORMANCE, MERCHANTABILITY, OR FITNESS FOR A PARTICULAR PURPOSE. No updates are provided. Multima Corporation's sole obligation hereunder is to replace defective media. The Customer assumes responsibility for the selection of appropriate applications program and associated reference materials. Standard warranty service may be obtained by delivering the defective product, accompanied by a copy of the dated proof of purchase, to Multima Corporation during the warranty period. MULTIMA CORPORATION MAKES NO WARRANTY EXPRESS OR IMPLIED WITH RESPECT TO NETKEEPER INCLUDING THE IMPLIED WARRANTIES OR MERCHANTABILITY AND FITNESS FOR A PARTICULAR PURPOSE. THE ENTIRE RISK ARISING OUT OF USE OR PERFORMANCE OF NETKEEPER AND DOCUMENTATION REMAINS WITH YOU. Some jurisdictions do not allow the exclusion of implied warranties, so the above may not apply to you. 4

IN NO EVENT WILL MULTIMA CORPORATION BE LIABLE FOR ANY LOST PROFITS, LOST SAVINGS, INCIDENTAL DAMAGES OR OTHER ECONOMIC CONSEQUENTIAL DAMAGES, EVEN IF MULTIMA CORPORATION OR ITS AUTHORIZED RESELLER HAS BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES. IN ADDITION, MULTIMA CORPORATION WILL NOT BE LIABLE FOR ANY DAMAGES CLAIMED BY YOU BASED ON ANY THIRD PARTY CLAIM. Some jurisdictions do not allow the exclusion or limitation of liability for consequential or incidental damages, so the above limitations may not apply to you. The laws of the State of Rhode Island govern this agreement. Document number MU0001-10-T0002 5

INTRODUCTION Congratulations on acquiring your new NETKEEPER CRM. NETKEEPER CRM is a complete system for both external and internal support. It is designed specifically to provide customer support and at the same time support computer users within the company. The system is a cost effective solution that provides all the features needed for full service support centers. NetKeeper CRM enables organizations to provide superior CRM services and to support business development opportunities. NetKeeper creates a closed loop seamless flow of information from customer service to business development, marketing and sales. NetKeeper unites business development and customer support in one program. The program provides an innovative and practical Business Console to keep all the resources necessary to run an effective business in one program and on one screen. Business and technical staff have access to NetKeeper from anywhere in the world. NetKeeper provides the resources for a highly effective customer relation s management. The program supports worldwide data replication. Business and support staff have access to all program data on portable computers or hand-helds even when they are not connected to the main database. NetKeeper enables the staff to work while at a customer site or when there are no connections available to the corporate WAN or WEB. NetKeeper CRM is a powerful multi-site, multi tasking software application that maintains its innovative thin client/ thin program design both on the WEB and on the LAN. The program makes use of the Windows LAN interface with its superior speed and lookup displays and makes all the data available through a WEB browser. The entire application installs on the server. The program interfaces with Microsoft OutLook and other mail clients. NetKeeper s innovative and practical approach keeps all data in one database that can be shared through the LAN, WAN or WEB. NetKeeper CRM is a fully integrated ready to use system right out of the box. No special training is necessary to run NetKeeper CRM. The NetKeeper Call Wizard lets users quickly enter and solve service request. NetKeeper CRM automates the process of entering caller information filling in all other relevant fields automatically when a contact name is selected. There is on screen access to other information about the reporting user such as previous calls and the inventory assigned to the user. End users have access to the program through industry-standard browsers to enter, follow the progress of their service requests and look up answers in the SolutionsKeeper database. The contact management features give you the flexibility to service your customers without loosing track of details such as those who needs training or updates or should be placed on the company mailing list and more. NETKEEPER uses the unique SolutionsKeeper, a database of requests and solutions for recurring conditions on the network. SolutionsKeeper allows the help desk staff to rate all solutions so that the most often used solutions are always at the top of the list. All calls both complex and simple are recorded in a matter of seconds. The program logs response time and the total time that the service call has remained open for all help desk requests. NETKEEPER CRM lowers your support costs by solving cases quickly with little operator training. NetKeeper s easy to learn, intuitive interface design means that the average first time user of help desk software should be up and running upon installation of the program. We hope you enjoy NETKEEPER CRM. 6

ADVANTAGES OF NETKEEPER CRM 1. Self Service Help Desk - Stop Answering the Same Questions Over and Over Again! Use NETKEEPER Internet or LAN end user entry module for end user self-service. 2. Empower your customers and end users. Let end users help themselves to top-level technical support via the WEB or LAN with access to SolutionsKeeper. Attach Knowledge bases, data files and multi media to SolutionsKeeper. 3. Cut the number of calls and the support time by letting end users record, follow and solve their own service requests. Set up your help desk to automatically assign the call and page or e-mail a tech! 4. Customers and employees can access your help desk at any time from anywhere in the world. 5. Captain of your help desk NetKeeper makes it easy to control and track calls, solutions, training schedules, purchase orders, customer satisfaction and customer profiles. Solve more problems in less time with instant access to caller information. 6. Put all end user support data, bug fixes, hardware and software inventory, PC configurations & client profiles on line for your quick access. 7. Access your research with pictures, audio or video clips. Search for old fixes using keyword searches and the intelligent SolutionsKeeper knowledge base. 8. Track bugs and bug fixes for different software versions. Automatically compiles and publishes Top 10 FAQ lists. 9. Easy installation! WEB and LAN components are thin client designs, installed on the server, not on the workstation to eliminate workstation conflicts and messing with your windows system directories. Users can access the Help Desk through the LAN or through the WEB using the same interface and same executable files. There is just one executable and one database for both the LAN and the WEB. NetKeeper is easy to run and maintain with almost zero administration cost. 10. Complete information access even when the Station is Down 11. Supports worldwide data replication. The staff has access to all program data on portable computers or hand-helds even when they are not connected to the main database 7

Standard Features Number of simultaneous end users limited only by hardware (unlimited version) Standard reports Integration with Crystal Report Writer Contact & customizable group management To-Dos Security features Set individual security levels for each member of your help desk staff Business Management Console Purchase Orders with inventory links Links to LAN and general Inventory E-mail and alphanumeric paging - send pages from any station on the network. Customizable and designable tables and forms FastSearch - powerful search engine to search text Automatic Top 10 FAQ (frequently asked questions) generation Automatic Telephone Dialer on contact and service call screens More Standard Features Manual on Screen Access help for any screen. Print or cut & paste selections. Database Dictionary - Data Export and Import True Multi User System. NetKeeper provides a true multi user multi threaded database. End users and techs can simultaneously create reports, enter data and automatically collect workstation data. There is no degradation in the program. Run the Help Desk Across a Slow Communications Link. NetKeeper CRM will run, using a slow communication s link i.e. a telephone line or a fractional T1 line. XP style buttons and screens - easy to view for users Drag and drop file attachments White board for techs Optional assignment of a case to equipment instead of caller Programmable lists that send data to Excel or graphs etc Supercase - groups more than one case or group of people to handle complex issues Text index database Supports multiple site replication Automatic MS Word mail merge to merge data from the database to Word form Internet Features One database for both LAN and WEB support Automatic case routing to the correct analyst Allows access from a browser Automatic e-mail on new service requests Automatic Top 10 FAQ on the WEB 8

INSTALLATION Requirements NetKeeper Help Desk Main Console A basic knowledge of Microsoft SQL Server. Microsoft Windows 2000, 2003, XP, NT 4.0 (SR3), 9x, 9.0 Mbytes of hard disk space (to install the entire system). There is no special RAM memory requirement other than the minimum amount of memory to run the operating system. A super VGA video (800 X 600 pixels) of resolution to properly display the program screens. Server 9M hard disk free space Microsoft SQL Server version 7, 2000 or better Virtually all network protocols are supported including older protocols. Note: Help Desk personnel are usually a hurried lot. Time pressures and simultaneous multiple calls tax Help Desks to the very limit. It makes eminent sense to provide Help Desk personnel with the fastest PC or workstation available. A high performance machine will give the fastest response to run not only NetKeeper but also any of the CDROM, database or other auxiliary programs that you can run from within HELP DESK. The program will run on virtually any computer. However, for best results, we recommend the fastest computer and the most memory your budget allows and a 17 monitor using 1024 by 768 pixels. NetKeeper Help Desk Mail OLE Your NetKeeper communications server for e-mail and paging should be a dedicated computer to use as a gateway to your automatic page and mail systems. You can use an older Pentium-type computer running Windows 9x. The communications server will require a modem to communicate with your automatic page supplier. While it is possible to run the program from the same server where you installed the NetKeeper Help Desk Console, using a separate computer provides a more stable paging and e-mail platform. 9

Application Broker Internet (optional) Internet End User or Internet Tech module An IBM PC or compatible computer Microsoft Windows NT 4.0 (SR3), 4.0 Mbytes of hard disk space. A link to the server where the NetKeeper Help Desk data is located. The data can reside in most any network capable of hosting Windows, PC DOS or MS DOS. Note: The data can reside in a Linux or a UNIX server provided that software is installed that allows a Windows workstation to save files on the UNIX computer. Install the Application Broker and the NetKeeper Internet End User Entry on your Internet server. While not absolutely necessary, we recommend that the Internet server also contain Microsoft Internet Information Server (IIS) version 3 or above. Installing IIS will let you serve HTML pages, such as an entry page or your Top 10 requests as well as the user entry program. The Internet server computer must be running Windows NT version 4.0 with service release 3 installed. For complete installation instructions for NetKeeper Internet, see your NetKeeper Internet module. Note: The Internet components do not have to be installed on the same server as the other shared program components. The two servers can even be in different networks as long as they can communicate. Note: Does not apply to ASP or PHP based NetKeeper Internet modules. 10

Installation Installation from a CD or from the Web The program can be installed from a CD or by downloading it from the NetKeeper Web site. Access the download page at: http://www.netkeeper.com/other/nkuser1.htm Fill in the data form if requested Follow the prompts and download the file Execute the downloaded file to install the program. If upgrading, install the new program in the same directory as before to keep your settings and shortcuts. Read the "README.DOC" file that is displayed during installation. The "README.DOC" file contains the most up-to-date information. We suggest that you print the "README.DOC" file and save the printout with your manual. The WEB installation will first extract the SETUP.EXE installation file to an installation directory. The installation routine will ask for a password (only for files downloaded from the WEB) and extract the SETUP.EXE file. The installation routine will the automatically run the SETUP.EXE file to install the program. Update the database from the evaluation version to the full version The full version may be a more recent version than the demo version and you may need to update one or more files in the database to match the layout required by the newer version. NetKeeper will display error 47 database mismatch if the data table does not match the table layout that the program expects. The program will also specify the table that needs updating for example NKQST1 or NKSCM. A database mismatch indicates that a table is missing one or more columns. Installation Overview The installation should proceed in the following order: Microsoft SQL Server Database NetKeeper Help Desk Console. Learn to use the main console and enter a few requests. Import your Contact data. Install the communications server and set up your e-mail and automatic page links. Run a test to make sure that your e-mail and automatic pages are sent correctly. You will need a modem to communicate with your automatic page provider. Of the components listed above, only the MS SQL Server Database and the NetKeeper Console must be installed to start using the program. You can install the other components at a later date. 11

Install the full version to a separate directory Installing the full version to a separate directory is the recommended method. Install the NetKeeper main console on a shared drive of a network server. This program will be shared by your Help Desk techs. Note: You do not have to install the NetKeeper Console on the workstations since the program is shared from a network drive. Typically, you will need about 10 to 200 Mbytes of hard drive space for your NetKeeper programs and support data for about 1000 end-users. Of course, the program requires less space if you support fewer users and requires more hard drive space to support additional users. The software and configuration audit data require the bulk of the drive space. If you do not use the inventory component of the main console, then much less space is necessary. NetKeeper and NetKeeper Internet are part of a very powerful suite of programs. While you can install the entire program suite in an hour or two, we recommend that you not try to install all the components on your very first day. NetKeeper is loaded on the file server not on the workstations. There are no NetKeeper components loaded on the workstations. The entire NetKeeper setup can be done in less than an hour or two. NetKeeper WEB and LAN components are thin client designs, installed on the server, not on the workstation to eliminate workstation conflicts and messing with your windows/system directories. Install Help Desk in a second PC in multi-seats installations You only have to create a shortcut to nkhdcap.exe since no components are installed in the local workstation. The entire program (and DLLs) installs in the NetKeeper directory (The directory where you installed Help Desk). Your operating system or licenses may require that you install network client software, SQL client software or Crystal Report Writer software on your PC in addition to the NetKeeper shortcut. Installation of Internet Components - optional Once your NetKeeper LAN programs are up and running, it is time to install the Internet Components. Install the Application Broker - Internet version only (some versions only) Install NetKeeper Internet End User or Tech modules optional Install Optional or user supplied modules 12

Data Replication NetKeeper has the ability to support worldwide merge data replication. Business professionals and support staff have access to all program data on portable computers or hand-helds even when they are not connected to the main database. NetKeeper enables professionals to continue working while at a customer site or when there are no connections available to the corporate WAN or WEB. Staff can continue working anywhere at any time. See your SQL Server manual for information on setup of merger data replication 13

INSTALLATION STEPS NetKeeper is loaded on the file server not on the workstations. There are no NetKeeper components loaded on the workstations. The entire NetKeeper CRM setup can be done in less than an hour or two. NetKeeper WEB and LAN components are thin client designs, installed on the server, not on the workstation to eliminate workstation conflicts and messing with your windows/system directories. INSTALLATION STEPS SUMMARY 1. Install, but do not run, the NetKeeper CRM program 2. Create the NetKeeper database on your MS SQL server 3. Run scripts to create the NetKeeper tables 4. Create and start the full text search server 5. Enter the basic setup for NetKeeper CRM 6. Run the SQL script 7. Test the NetKeeper CRM console program 8. Set up the communications program, CAPCOM 9. Install Crystal Report Writer 14

STEPS IN DETAIL 1. INSTALL, BUT DO NOT RUN THE NETKEEPER PROGRAM Using the START menu to install the NetKeeper CRM main console. Insert the CD-ROM in its drive (or disk one of the installation disks into drive A (or B) Choose Settings -> Control Panel from the Start menu on the task bar, Choose Add/Remove Programs then press the Install button. The Windows Add Software Wizard directs you through the installation process. Install the program on a directory (folder) that can be shared by personnel accessing the program. Use a separate directory for each NetKeeper application since you may have more than one Netkeeper program. For example, create a folder named nksql. Then create different folders as needed in the nksql folder. Example folder tree: \nksql nkcrm nkhdmail nksuper Tip: Avoid long names when installing system software such as NetKeeper programs. Short names are always more reliable. Keep your folder names within the 8 character short name limit. Note: You can also select Run from the START menu and run the setup.exe program on the root directory of installation CD. Example: d:\setup.exe IMPORTANT NOTE: Netkeeper s advanced design allows multiple program threads. That is, you can open many copies of the same list. Eventually you will run out of resources, memory, connections or open files. How many simultaneous lists and update screens you can open depends on your computer and operating system. To see how many lists or screens you have open, click on WINDOW CASCADE and Windows will cascade all your open windows on the screen. You can normally open quite a few lists before you run out of resources. Update screens use more resources than lists. The setup program may prompt you for your Company name, serial number and operating codes. The optional NetKeeper Express LAN inventory program uses the operating codes, also. Enter the Serial Number, Operating Code and User Code exactly as provided. Upper or lower case is important. 15

2. CREATE THE NETKEEPER DATABASE OR TRANSFER THE DEMO DATABASE If necessary, install and configure the Microsoft SQL Server database. NetKeeper CRM does not require a special setup of MS SQL server unless your installation has special requirements. A default installation will work just fine. Create the NetKeeper database on your Microsoft SQL server. Add users and security as needed. You must start with a new, fresh database. Delete any demo or test NetKeeper Databases. To use an existing database you must update the layout as necessary. Using an existing database with an incorrect layout may result in data loss or poor performance. If the demo database layout is the same version as your full version, no change is required and you can continue to use the database. Otherwise, run the appropriate SQL script to update the database layout. Call tech support in case of doubt. To create the NetKeeper Database Start Enterprise Manager (Part of Microsoft SQL server) Expand your SQL Server group and select your database server for NetKeeper and right mouse click on Databases to select new database and create the NetKeeper database. 16

The default settings will work correctly to run the NetKeeper database. Click OK to create the NetKeeper database. You have now created an empty NetKeeper database on your MS SQL server. Consult your MS SQL server manuals to setup a backup system for your database. Make sure that the backup method and type selected will support restoring your database to a different computer. 17

3. RUN SCRIPTS TO CREATE THE NETKEEPER TABLES SQL Scripts are series of commands to create your NetKeeper tables and set them up. You will need to run several scripts. If something goes really wrong while running scripts, for example - your PC crashes, we suggest that you delete the empty NetKeeper database and start over. Of course, if you are a MS SQL guru, you will know just what to do and continue with the scripts. However, for the rest of us, it is best to start over and get a solid database. Start the MS SQL Query Analyzer program, part of MS SQL software. Select Load SQL script and select the script nkdct.sql. This script will create the table layouts. Press F5 to execute the SQL script. The script should complete without errors. Next load and run the guidtrig.sql SQL script. This script will create triggers to support the Global Unique Identifier columns. The error CREATE UNIQUE INDEX terminated because a duplicate key was found. Usually indicates that the GUID field is blank or filled with blanks in existing data. Use the MS SQL Query Analyzer program to load and run the nkcapri.sql script. This script will create the triggers to support RI (relational integrity). Use the MS SQL Query Analyzer program to load and run the nkviews.sql script. This script will create views used by NetKeeper. 18

WARNING: The nkdct.sql scripts delete all existing data in your target NetKeeper database. IMPORTANT NOTE: Change the SQL script if you elect to create a database named other than the default NETKEEPER. Running the SQL script on the wrong database may result in data loss. 19

4. CREATE AND START THE FULL TEXT CATALOG The full text catalog server is used to index the database text so you and your endusers can quickly query the text entries in the database. Use Enterprise Manager and expand the NetKeeper database entry on the left panel. Right mouse click on Full Text Catalogs and select New Full Text Catalog. Enable full text for the database by creating a full text catalog named NetKeeper_Text (without the double quotes) Use Enterprise Manager to check that the full text service is running. Use the MS SQL Query Analyzer program to run the fulltext.sql script. This script will set up the text search parameters and columns. Ignore error messages such as You must first create a full-text index on table '[dbo].[amdnk]'. Tip: Check your MS SQL documentation on how to populate the full text index and set full text index population schedule. The text search functions will not operate until your full text catalog is populated (built). 20

5. ENTER THE BASIC SETUP FOR NETKEEPER CRM Run the nkahdcap.exe executable to start the Main Console for NetKeeper Help Desk CRM. IMPORTANT: Do not run the helpdesk.exe executable file before running the nkahdcap.exe executable file. The helpdesk.exe executable file will start the end-user module and will activate security before the main console program has setup security. You may not be able to login to the main console if security is activated before you set the basic parameters. In this case, you need to delete the NetKeeper database and start again. The program requires no login information, the very first time that you run the program. After, your initial access to the program, you will have to enter your login information to open the program. The login is usually your initials and a password (optional). NetKeeper will automatically create the ADM account with no password. You can add your password for security. To set up your password and account information: Select Service Calls Staff Members from the main menu Select ADM 6. TEST THE NETKEEPER CRM CONSOLE PROGRAM Start NetKeeper CRM From the Windows Start Button Click the Windows Start button -> Programs ->NetKeeeper ->NetKeeper CRM 21

7. SET UP CAPCOM - INSTALLATION OF E-MAIL AND PAGER SERVER IS AUTOMATIC The automatic e-mail and automatic page server program (CAPCOM.EXE) were installed with the NetKeeper CRM main console. It is not necessary to reinstall the automatic e-mail and automatic page server program (CAPCOM.EXE) on the communications server PC. NetKeeper E-mail Server and alphanumeric Paging Server will check for new Service Calls on one or more NetKeeper help desks. The program sends e-mail or paging messages to the assigned technician or technicians if the calls are of sufficient priority and you have enabled e-mail and paging. Each help desk can have different send preferences. The send preference is the criteria for deciding if the message is sent or not. You can define different send preferences for each priority level. The overall result is that you have lots of flexibility in deciding who gets e-mail and or paging messages. NetKeeper CRM includes an easy to set up and use paging system and a complete e-mail system. Run the automatic e-mail and automatic page server program (CAPCOM.EXE) Create a shortcut to run the automatic e-mail and automatic page server program (CAPCOM.EXE) or use Explorer and navigate to the directory where NetKeeper CRM is located. Designate a dedicated PC to run the server (an old Pentium PC will do with a modem to send page) Install the mail OLE server software on the comm PC. Pager Setup Options Start the NetKeeper Communications server program: CAPCOM Select Utilities Setup from the Main Menu Select the Setup Tab Select Enable Paging Enter the full path to the directory where the NetKeeper CRM data is located. This is normally the same directory where you installed the NetKeeper CRM main console. Note: Don t forget to add a trailing \ at the end of the full path to the data. 22

Automatic Page Options Select SETUP SETUP OPTIONS from the Main Menu Select the Communicaions Tab Set up the comm options from the set up options screen Port The comm port connected to your modem Band Rate Usually 1200 (ask your pager supplier) Parity Usually Even Data Bits Usually 7 Stop Bits Usually 1 Modem Setup string ATZ (or ask your pager supplier) Modem Dial ATDT (for tone dial) Tel. Number The prefix only required to dial out Usually 9 Select the Modem Tab Change the modem setup and modem dial prefix defaults as needed. Usually the defaults will work. However, you may need to reset your modem to its factory defaults if you are using an old modem or a modem that was configured for another program. See you modem s manual on how to reset the modem to the factory defaults. Set the telephone number prefix as required. This field is used when the phone system requires a prefix to dial out. For example, some phone systems require 9, before the number to obtain an outside line. Select the SERVER SERVICES TAB Check Enable Page Service Select Central Station (your pager supplier) interface type: Manual Automatic (better but not supported by all suppliers) Note: We have seen that some of the new modems will not work correctly at the very slow speeds used by the automatic paging systems. In case of doubt, try a different modem. Note: The Automatic interface type for the Central Pager Interface is the preferred interface. The Automatic mode uses a protocol that communicates with the Central Office and verifies that the page was sent. The Manual mode just sends the page (like you do when you dial a message in) but does not verify that the message was sent. 23

Automatic E-mail Options Select Utilities Setup from the Main Menu Select the Internet E-Mail Tab Enter the default return address Enter the default SMTP e-mail server (only if using Internet style e-mail) Systems Supported for E-mail system NetKeeper E-mail system supports mail systems based on SMTP/POP, MAPI, VIM, MHS or Banyan Vines. 24

8. INSTALL CRYSTAL REPORT WRITER The Crystal Report Writer is not a "thin client" and you must install either the full Crystal Reports or the runtime version of Crystal Reports To run Crystal reports from another program, such as a NetKeeper program, you need to install the Crystal Reports components on your workstation. Choices to install the Crystal Reports on your workstation: 1- Install the full (developer's edition) on your workstation. 2- Install the base Crystal Reports and then run the Crystal Reports run-time API installation included with NetKeeper programs. 3- Install the run-time API installation included with NetKeeper programs. Note on Standard Reports To run the standard reports, it is not necessary to install the Crystal Report Writer. Install the run-time API installation included with NetKeeper programs. The setup file for the runtime engine can be found in the cr8 folder of the NetKeeper SQL CD. 25

LINK THE HELP DESK DATABASE AND THE LAN INVENTORY DATABASE - IT IS AUTOMATIC The linking is automatic in NETKEEPER. The program can view and update the "live" data collected by NETKEEPER EXPRESS. See Utilities Setup Login 26

LINK THE HELP DESK DATABASE AND THE LAN INVENTORY DATA FROM (PREVIOUSLY PURCHASED) NETKEEPER EXPRESS The linking is automatic Select Utilities Select Setup Select Login Select LAN Inventory Path Enter the LAN inventory path for NetKeeper Express Tip If you are already running NETKEEPER EXPRESS, back up your data and report definition before you install NETKEEPER. Reinstall the previous NKSYSTEM.DAT after the installation. RE-ENTER THE SERIAL NUMBER AND OR USER OPERATING CODES To re enter the serial number and codes for NetKeeper Express at a later date: Start the CREATE ALL FILES program Select FILE Select System File Enter the codes. The codes are case sensitive. Use the proper upper/lower case. It is usually not necessary to re-enter the serial number and codes. 27

END USER ACCESS PROGRAM - INSTALLATION Provide a Menu Selection or Program Shortcut (Icon) Use a menu selection or program shortcut to start the End User Access program from the client workstations. If you have a system wide menu, add an entry to run the NetKeeper End User Access program. Most menu systems ask for the name of the executable file and the name or the default, or initial directory. The name of the NetKeeper User Help executable file (the file that starts the program) is HELPDESK.EXE The default directory is the directory where you installed the program. 28

Install the program only once. All users on your network will then share the one copy of the program installed in a shared directory. The NetKeeper User Entry program does not have to be installed on the user s workstations. However, you do have to provide a means for users to start the NetKeeper User Entry Program. You can provide a Program Icon (program item), or the program can be started from the File Manager or Explorer. Check that your NetKeeper database is not damaged and does not include duplicate records. Run the CSRT utility on your main tables if necessary. Start the MS SQL Enterprise Manager program. To run CSRT: Open a DOS window Navigate to the NetKeeper directory At the prompt type: CSRT <tablename> Where <tablename> is the name of the table Example: CSRT SCMNK The CSRT utility should complete without errors. Enterprise Manager is the main administrative tool in MS SQL Server. Use your MS SQL CD to install the MS SQL Enterprise Manager utility. 29

Create the NetKeeper database on your Microsoft SQL server. (NetKeeper requires MS SQL server v 7.0 or above) Start with a fresh database created just for this purpose. Do not use a test database that you may have created previously. Using an existing database may result in an incorrect database layout. To Create the database: Right mouse click on the DATABASE object in Enterprise Manager. Name the new database NetKeeper Click New Database You can name your database any name you want but we suggest that you use NetKeeper Accept all the other defaults that MS SQL suggests in the Database Properties dialog. Click OK to create the new database. The new NetKeeper database is now displayed in the Enterprise Manager DATABASE tree. Click on the + to expand the database tree if necessary. The new NetKeeper database is ready for use. Delete and recreate the NetKeeper database if something does not look right or the database is damaged during the conversion. 30

Backup your existing ISAM NetKeeper Help Desk Program and data. Make a temporary copy of your NetKeeper Help Desk Captain directory. Use the Windows Explorer to make a copy of the entire NetKeeper directory that holds your existing program and data. This is a precaution; you just can t have too many backups! In any case, you will be working with a COPY of your working data. Use the COPY as the source directory for the conversion program to avoid any problems with your original data. Start the Microsoft SQL Server Query Analyzer and select NetKeeper as the database in the DB window. The Microsoft SQL Server Query Analyzer will be used to run a series of commands (a SQL script) that will create the database layout and settings required by NetKeeper. Experienced SQL users can modify the scripts to suit special needs but normally the scripts are used without modifications. 31

Click on the Load SQL Script button and load the nkdct2.sql script from the Converter folder. The Converter folder is the folder where you installed the CONVERT.EXE program from the file downloaded from the Internet. Double check that you are using the nkdct2.sql script from the Converter folder and not from any other folder. Using the wrong version of nkdct2.sql may results in errors in later steps of the data conversion. Double check that the NetKeeper database is selected as the default database in the DB box. Running a script on the wrong database can erase or damage existing databases! Damaging someone else s data is a good way to ruin a friendship. Click the EXECUTE QUERY button to run the SQL script. The nkdct2.sql script will create the basic table layouts in the NetKeeper Database. The SQL script should complete without errors. 32

Click on the Load SQL Script button and load the guidtrig.sql script from the Converter folder. Click the EXECUTE QUERY button to run the SQL script. Run the CONVERT.EXE program to convert your existing data into the SQL database. To run the CONVERT.EXE program: Run Windows Explorer and find the CONVERT.EXE program. Double check that you are using the guidtrig.sql script from the Converter Folder and not from any other folder. The SQL script should complete without errors. The error CREATE UNIQUE ERROR terminated because a duplicate key was found usually indicates that the GUID field is blank or filled with blanks. The field should not contain a NULL before running the script. This condition is usually due to a nonempty database. Delete and recreate the NetKeeper database to correct this problem. The CONVERT.EXE program was installed in a previous step using the file downloaded from the Internet. 33

Double click on the CONVERT.EXE program to run the program. Click Select All Files to convert all files. This is the default. Press the SPACE bar to deselect / reselect a file to convert. This is useful if a source file is damaged and will not convert. You can rerun the CONVERT.EXE program and convert just one file but you must first make sure that the matching table is empty in your SQL database. Use the SQL TRUNCATE TABLE command to empty a SQL table. TRUNCATE TABLE (T-SQL) Removes all rows from a table without logging the individual row deletes. Syntax TRUNCATE TABLE name Arguments name Is the name of the table to truncate or remove all rows from. Click Start the conversion to initiate the data conversion. Confirm that you did backup your datafiles (and your program files) to proceed. Do not interrupt the conversion process. Delete and re-create the NetKeeper database, then redo the conversion if the conversion process is interrupted. 34

Select the NetKeeper Captain data source directory (folder) The Captain data source is the directory (folder) containing the COPY of your original NetKeeper data. Login to SQL server The conversion will not work if you don t have the correct rights into the MS SQL Server database. Login with administrator rights to insure that the conversion process can create and modify database objects. Wait until the CONVERT.EXE program ends The CONVERT.EXE will convert file by file and populate the SQL database tables. The top of the dialog indicates which file is being converted. Once CONVERT.EXE is done your data is now in the SQL database. All that remains to be done is bring the SQL database to the current release layout. 35

Create a full-text catalog server for your database. The NetKeeper database is fully text indexed. A text server must be created in SQL Server to maintain the text index. To create the full-text catalog: Open MS SQL Enterprise Manager Expand the DATABASE object until you can see the NETKEEPER database The full-text catalog server is a separate service that also needs to be defined before it is available for use. Right mouse click on the Full-Text Catalog object in the NetKeeper database object. Right click on an object always displays the available actions for the object. 36

Click NEW FULL-TEXT CATALOG to create a new Full-Text catalog. Name the new Full-Text Catalog Netkeeper Text You can also define when and how the Full-Text Catalog will be populated. The Full- Text Catalog will be empty until you build the catalog, this is not an automatic process and needs to be repeated periodically or the Full-Text Catalog will be empty or out-of-date. Click OK to create the Full-Text Catalog Click on the Load SQL Script button and load the nkcvt702.sql script from the Converter folder. MAKE SURE THAT THE NETKEEPER DATABASE IS SELECTED IN THE DB BOX Click the EXECUTE QUERY button to run the SQL script. Double check that you are using the nkcvt702.sql script from the Converter Folder and not from any other folder. Double check that the NetKeeper database is selected as the default database in the DB box. Running a script on the wrong database can erase or damage existing databases! Damaging someone else s data is a good way to ruin a friendship. The script should complete without errors. The database is now ready for use and at revision level 7.02 37

Backup your new database. Install your new NetKeeper Help Desk software and run the NetKeeper Console program. Optional: Convert to a level above v7.02 The conversion program and the conversion scripts will convert your ISAM NetKeeper Help Desk data to SQL NetKeeper Help Desk version 7.02. You need to run additional scripts if your new NetKeeper Help Desk or NetKeeper CRM program s version is higher than 7.02 See the Installation section of the software and the readme.txt file for additional upgrade information. Always a good idea to backup your converted SQL database. Don t run the database creation scripts per the installation instructions since you have already created the database. The database layout must match the data requirements of the program or the program will return error 47 Mismatched database. You don t have to run other scripts if your NetKeeper software version is 7.02 To convert to a higher level run the SQL conversion scripts supplied with your version of NetKeeper Software. The scripts will be located in the SQLscrpt folder of the NetKeeper SQL software folder. 38

IMPORT DATA INTO NETKEEPER SQL DATABASES NETKEEPER CRM - Installation To import data from another program, see also your SQL Server manual under DTS (Data Transformation Services). Contents 1- Data Organization 2- Import Example Use MS DTS (Microsoft (r) Data Transformation Services) to import data from any source into the NetKeeper database. Example: Importing data into the Contact database, including department data. NetKeeper is a full 3 tier contact system. The first tier is usually Company, the second tier is Department and the third tier is Contact. These tiers can be renamed. Data Organization The database tables are: CIMNK --- Company data CDMNK --- Department data CCMNK --- Contact data Relations: CIMNK and CDMNK are related by the CIMSiteID and CIMSysID fields. Example FROM Join (syntax may vary for different databases): FROM CIMNK CIMNK left outer join CDMNK ON CDMNK.CIMSiteID = CIMNK.CIMSiteID AND CDMNK.CIMSysID = CIMNK.CIMSysID ----------- CIMNK and CCMNK are related by the CIMSiteID and CIMSysID fields. Example FROM Join: FROM CIMNK CIMNK left outer join CCMNK ON CCMNK.CIMSiteID = CIMNK.CIMSiteID AND CCMNK.CIMSysID = CIMNK.CIMSysID ----------- CIMNK and CDMNK are related by the CIMSiteID and CIMSysID fields. Example FROM Join: FROM CIMNK CIMNK left outer join CDMNK 39

ON CDMNK.CIMSiteID = CIMNK.CIMSiteID AND CDMNK.CIMSysID = CIMNK.CIMSysID ----------- Example on relating all 3 tiers : FROM CCMNK CCMNK left outer join CIMNK ON CIMNK.CIMSiteID = CCMNK.CIMSiteID AND CIMNK.CIMSysID = CCMNK.CIMSysID left outer join CDMNK ON CDMNK.CDMSiteID = CCMNK.CDMSiteID AND CDMNK.CDMSysID = CCMNK.CDMSysID 2- Import example. A user has the following fields to import: first name last name title Department Office phone number e-mail address The data corresponds to fields in the Contact (CCMNK) table and the Department (CDMNK) table. The data corresponds to internal users in a company so a link to the Company (CIMNK) table is also implied. Steps to import: *- Use the NetKeeper console and the Organization List screen to create the entries for the Company and Departments. Usually there are very few department entries and it is easier to simply enter the departments. In this case there is only one Company entry so just enter the Company data via the console. *- Build a spreadsheet or comma delimited file with your data. Add the relation fields to the spread sheet. In this case we need the following relation fields: cimsiteid, cimsysid, cdmsiteid and cdmsysid Add the above fields to your source data spreadsheet or comma delimited file. The columns in the source file are: cimsiteid cimsysid cdmsiteid cdmsysid first name last name title Department Office 40

phone number e-mail address *- Determining the relation fields. Open the Company record in the NetKeeper console and record the small number on the upper right hand corner of the screen. The first number is cimsiteid (usually 0 unless you have multiple sites). The second number is cimsysid. Populate the value of cimsiteid and cimsysid to all rows since all contacts are associated with the same Company. Open the Department records in NetKeeper and record the small number on the upper right hand corner of the screen. The first number is cdmsiteid (usually 0 unless you have multiple sites). The second number is cdmsysid. Match the correct ID number to each contact in the data you are importing. The correct cdmsiteid and the correct cdmsysid will associate the contact to the correct department. *- Save the completed spreadsheet or comma delimited file and use the DTS services to import the data into the CCMNK table. The fields must be matched to the CCMNK field names as follows: cimsiteid --> cimsiteid cimsysid --> cimsysid cdmsiteid --> cdmsiteid cdmsysid --> cdmsysid first name --> Firstname last name --> LastName title --> Title Department --> ignore no match, associated via cdmsiteid and cdmsysid Office --> userdef151 phone number --> TelWork e-mail address --> Email Notes: 1- In DTS, target transformation dialog uncheck "enable identity insert". The database will automatically create the identity fields. 2- Do not import data into the GUID field, the database will create this unique global identifier field. 41

IMPORT SCREEN CUSTOMIZATION DATA TO THE NSMNK TABLE Use for language customization, also. Step Back up your program and data. Start query analyzer Comments Use this backup to restore your database should you need to do so. Double check that you have made a good backup. This utility is included with the Microsoft SQL Server client. Select your database name (usually NetKeeper ) before executing the query Run the query truncate table nsmnk to clear the nsmnk table of all data. Start Enterprise Manager The Enterprise Manager is a utility included with MS SQL Server Right-mouse click on the database name and select IMPORT DATA Setting up the DTS (Data Transformation Services) services to import data from an external source. 42

Step Comments This will start the DTS Data Import Wizard. Click NEXT to define the SOURCE of data. The data source is the external data that you are importing. Click NEXT to define the format of the data being imported. The format must match the format of the data being imported. This example shows importing from an ASCII (text) comma delimited file (also called a csv file). However, your data source may be very different. Multima Corporation customization files are usually delivered as ASCII comma delimited files. Set the file format as shown on the left to import data from a Multima Corporation customization file. 43

Step Click NEXT to complete the import file format and select the delimiter. Comments This example uses importing data from an ASCII (text) comma delimited file. Your data source may be very different. Click NEXT to select the destination. The destination data is your NetKeeper database. This example imports to the NSMNK table of screen changes. Your destination table may be different. Click NEXT to select the source and the destination tables. The source table contains the data you are importing. In this example you do not have to select the source table because the ASCII file has no tables, just data. The destination table is the target table in your NetKeeper database. Screen customization data is loaded into the NSMNK table. 44

Step Comments Click NEXT. You may now save the data transformation (data import) or execute the import immediately. Saving the data transformation is useful if you plan to repeat the data transformation later. 45

Step Click NEXT then Click FINISH to execute the import. Comments The import may be successful but report an error creating the table. The table could not be created because a table with the same name was already created. However the data copy was successful. The error can be ignored since the table already exists in your NetKeeper database. The data import is now complete. Start your NetKeeper software and check that the customization changes are correctly displayed. You have now imported custom screen changes into your NetKeeper system. Additional customization may be provided through translation tables. Translation tables are used to use different languages or to make mass changes of the same text. Display and check the data in the target table (NSMNK in this case) if the new customization changes are not properly displayed. To display the data, right mouse click on the table and select OPEN TABLE RETURN ALL ROWS. Check that the data imported matches the data in your data source. 46

INSTALLATION OF THE CRYSTAL REPORT RUN-TIME NETKEEPER CRM - Installation Step Locate your NetKeeper CD and load the CD on your PC. Comments The installation routine will not prompt for a target directory because the runtime components must be installed in specific folders. The run-time components will run the standard reports in most cases; however, it is highly recommended that the full Crystal Report Writer be installed. You must install the run time or the full Crystal Report Writer to run a report on a workstation. You can also run the WEB version of Crystal Report. No client is needed. Run the installation Check that the login string is correct in the global options. The Crystal Reports run-time will use the NetKeeper login string to access your database. The reports will not run if the login string is incorrect. Do not use local as your server name since local has different meanings on different computers. Login as ADM to the NetKeeper main program to access the Global Options screen from the utilities Setup data selection. 47

Step What to do if the reports will not run: 1- Check that you have properly installed the run-time client as above. 2- Install the SQL client on your PC from the SQL CD. You only need to install the client, not the client utilities. This installs all the components required to communicate with SQL server. This is normally not necessary for Win 2000 or Win XP workstations unless one or more dlls are missing. 3- Install the full Crystal Reports on one workstation and try to run the report. Try setting the database location and check the database layout (from the Database menu selection in Crystal Reports) 4- Check the NetKeeper or the Crystal Reports knowledgebase for additional information. Comments Missing DLLs or incorrect login strings are the most common cause for the Crystal run-time to fail running your reports. Installing the full Crystal Reports package will install all the components required to run the reports. DO NOT install the run-time version if the full version is already installed on the PC. Use a version of Crystal reports that can communicate with SQL server. (Developer s version is the preferred version as it includes all components) 48

TECHNICAL SUPPORT You can obtain tech support for NetKeeper. Multima Corporation and its representatives can also provide training, consulting services and contract personnel to assist you in operating your Help Desk. Have your serial number handy when you call for support. Enter your serial number and a short description of your service call in the automated voice answering system. All calls are answered quickly in the order in which they are received. You can also e-mail your request so that the appropriate service representative is assigned to your call Before you call tech support, check the Troubleshooting section of the manual. Technical Support numbers: Tel: 401-885-1916 Fax: 401-885-2605 Support@netkeeper.com Web Site http://www.netkeeper.com Technical support is for the installation and maintenance of your NetKeeper software. Support for the installation of Microsoft SQL server is not included in the standard service contract. SQL server support requires a Gold level service contract 49

A advantages, 7 Application Broker, 10, 12 C CAPCOM, 14, 22 configuration manager, 26 menu, 15, 27 N Netkeeper Express, 26 Netkeeper Help Desk Pro, 6, 26, 47 priority, 22 P H help desk, 6, 7, 21, 26 Help Desk Pro, 6, 26, 47 I installation, 4, 9, 11, 14, 15 INSTALLATION, 27 lease, 4 mail ole, 9 memory, 9, 10, 15 L M Requirements, 9 send preferences, 22 setup, 15 Setup Options, 23 SolutionsKeeper, 6, 7 tech support, 47 wizard, 15 R S T W 50