NETKEEPER Help Desk Captain SQL Setup Evaluation Version Multima Corporation 1 Rosewood Court East Greenwich, RI 02818-1543
Disclaimer: The pictures in this manual are representative of the program screens and may not exactly portray the screens in your version of the program. Multi-user Version for Windows for IBM Personal Computers and Compatibles Document number MU0020-12- H0003 2
CONTENTS Program License and Copyright 5 II Setup 7 Login 8 Password 9 Set up Support Staff 11 Set up Options 12 Customize 13 Customize with Ctrl_S 14 End User Access 16 SolutionsKeeper 18 Utilities 25 File Maintenance 26 Create Access Levels 27 White Board 28 Set up Data Options 29 Serial Number 29 Setup 1,2 30 Login 31 Drop Lists 1,2 32 Address Formula 34 Tier Setup 36 Internet E mail 37 Priority Data 1,2 38 Set up Priority Levels 39 Work Hours 40 Other Settings 41 Entry Defaults 42 Request Options 1,2 43 Reports 1,2 45 Wallpaper 46 Priority Names 47 User Entry 48 Dialer Setup 50 Administrative Utilities 51 3
Purge Service Calls 51 Update 51 Index 52 4
Program License and Copyright NETKEEPER, NETKEEPER Help Desk Captain, NETKEEPER CRM, NETKEEPER Purchase Order, NETKEEPER Express, NETKEEPER HD Mail, NETKEEPER SolutionsKeeper and NETKEEPER User Entry programs, screens and manual Multima Corporation 1989-2004. All Rights Reserved Worldwide. Printed in the United States of America. NETKEEPER, NETKEEPER Help Desk Captain, NETKEEPER CRM, NETKEEPER Purchase Order, 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. 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
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SET UP NETKEEPER Answer the prompts and enter your company s name and your NetKeeper Serial Number and Operating Code. You will find the Serial number and operating code either attached to the disk envelope or in the pocket of the manual. Serial Number and Code To enter the serial number and code for your program, select Utilities Setup Data from the main menu. Your serial number is unique. You should always refer to your serial number when requesting technical support or product upgrades. The code opens the program to the number of seats that you have purchased. To add more tech seats to the program, simply request a new code. Note: The program will remain in demo mode if you do not enter the serial number and code. The program will allow 0 users if any of the codes have been entered incorrectly or if the code is incorrect. Reenter the codes to correct this situation. Click on the NetKeeper icon to start the program. Choose Start ->NetKeeper ->NetKeeper Captain Disclaimer Some functions described in this manual are optional and may not be available in your version of NetKeeper Help Desk Captain. 7
LOGIN Set up the login information immediately. You must define the database so that the system knows what database to use in order to run reports. Open Utilities Setup Data Login to set up the path for the program. Fill in the required information. Site ID The ID number for the site Server The type server for example: ntsrv1 Database The database is netkeeperops SQL Login An example of the SQL login is: ntsrv1,netkeeperops;app=captain_;trusted_connection=yes LAN Inventory Path The LAN inventory path connects NetKeeper Express to NetKeeper Help Desk Captain so that the LAN inventory is recorded in the help desk program in real time and does not have to be imported. An example is: m:\eeper\ Use Trusted Connection When checked, the program will find the connection every time you log in to NetKeeper. User Name The SQL user login if you are not using a trusted connection. This is not the NetKeeper login), Password SQL user account password. 8
SET UP YOUR PASSWORD After you set up the login information, make sure to go directly to Help Desk Staff Members (Service Calls Staff Members) and enter the required information for the administrator and a password that you can remember. The Administrator logs in as ADM and enters a password (optional). The administrator has more privileges than other technicians to make changes and customize the program. Very Important You must set up your login information right now. If you do not create your login initials and password, you will not be able to open the program the next time you want to use it. Select ADM (Administrator). The person who installs the program is usually the administrator. The administrator can add and delete the names of help desk staff and set security limits for each one. Important You cannot log into the program after the first time if you have not set up your login initials and data. This is a security feature of the program. 9
Enter the required information. Check Active. Set up a password (optional). Try to choose a password that is easy for you to remember. Note: If you do not want to use the password protection feature of the program, leave the password field empty. The help desk staff will log in using their own initials and passwords. 10
SET UP STAFF ACCESS Enter the names of the rest of the staff and the rights to the program, now. Only the administrator can enter new names. Tip Make sure that the initials for each support person are unique. Set up security The Administrator has access to the whole program. The Administrator can limit access rights to the program for the staff in order to maintain control of the database. Use this screen to set up security rights for each help desk technician. You can limit access and actions for different sections of the program. You do not have to give the same rights to all technicians. Set up access levels The Administrator has access to the entire program to set up different access levels for each member of the staff. NetKeeper has screen level security levels. See Utilities for more information 11
SETUP OPTIONS Before you start entering calls, it is important to set up the options to customize the program for your organization. See Utilities Setup Data to select the options you want to use. NetKeeper is highly customizable and can be set up for many different types of support. Utilities + Setup Data See Setup for information on how to define certain features of the help desk program. Only the Administrator can access Setup Data. See Utilities Setup Options for more information. 12
CUSTOMIZE SCREENS, TOOLBAR, END USER MODULE You can customize almost any screen in NetKeeper, rename fields, change their size or format, move them or hide them. You can also change the help message and tool tips and customize lists and forms. Customize a screen 1- Log in as Administrator 2- Select Utilities Setup Data Global Options 3 - Verify that the "Prevent user screen changes" is not checked on the Setup tab 4- Close the Global Options screen 5- Open the screen you want to customize 6 - Select the field to be changed 7 - Place the cursor and click on the field you want to modify. 8- Press Ctrl_S (Press and hold the control key and press the S key) to display the Customize Window 9- Change one or more of the field attributes (only valid attributes are enabled) 10- Click OK to save the changes. Undo changes 1- Select the field as above 2- Press Ctrl_S (Press and hold the control key and press the S key) to display the Customize Window 3- From the Screen Builder menu select FIELD DEFAULTS Undo changes made to a screen 1- Select any field on the screen 2- Press Ctrl_S (Press and hold the control key and press the S key) to display the Customize Window 3- From the Screen Builder menu select SCREEN DEFAULTS Note: If a screen does not work properly or "looks funny", you may have to re-do or fix your changes to the screen. To check how the screen looks without your changes: 1- Log in as Administrator 2- Select Setup Data from the Utilities menu 3- Check the "Prevent user screen changes" option on the Setup tab 4- Click OK to close and save the Global Options screen 5- Open the screen. Don't forget to uncheck the "Prevent user screen changes" option to re-enable your changes. Label the Field Enter the name (title) for the field. Select hide if you do not want the name to appear on the screen. 13
Ctrl_S NetKeeper is highly customizable. You can change or hide the label of the field, tab, button or change the position of any controls on the screen. Use Ctrl_S to change the label and the format of a field or to hide the field. Point the mouse at the field and press Ctrl_S. Customize Screen Toolbar List Controls to open the list for the form Selects the field, button or tab to change from the list. Set Tab Order Screen CUSTOMIZE TOOLBAR - Screen builder enhancements You can reposition or remove the toolbar buttons on the NetKeeper Console using the CTRL_S screen builder command. List Controls Select to list all the controls (fields, buttons, tabs, prompts) for the screen. Restore Window Restores the screen Restore Control Restores the selected control SET TAB ORDER SCREEN Control Types The types of controls found on the forms are: String, Tab, Prompt, Text, Button, Entry, List, Combo Change the Order of the Controls Change the order of the controls by using the up and down arrows. 14
Properties Select to see or to change the properties of the selected control Change Tabs Select to change the order of the tabs Fields - Field Format You can format the field picture as a date, a number or a string. Some examples of pictures that you can use are: String S All string pictures begin with S. length Determines the number of characters in the picture format. A string picture describes an unformatted string of a specific length. Example: Name STRING (S20) A 20 character string field Numeric and currency pictures N All numeric and currency pictures begin with N. N9 will give a picture result: n,nnn,nnn N9.2 will give a picture result n,nnn.nn Dates D All date pictures begin with D. D1 will give a picture result mm/dd/yy For more information, see Pictures in Advanced Topics Tabs and Buttons The labels on the tabs can be changed or the tabs can be hidden. USER DEFINED FIELDS Most forms have User Defined Fields that the Administrator can set up to track information that otherwise would not be available in the program. Use Ctrl_S to open the selected User Defined Field. 15
CUSTOMIZE THE END USER ACCESS MODULE You can use the screen builder s functions on the end user entry module (HELPDESK.EXE) to customize the end-user screens and the login screens. The changes can also be made to the Internet version of the end-user entry module. To modify the end-user screens you must log in as Admin to the end user program. To log in as Administrator (ADM) to the end-user entry program (HELPDESK.EXE) : Open a command box and navigate to the directory where the HELPDESK.EXE program is located. To start the program at the command prompt, type: HELPDESK.EXE /ADMIN Enter the Administrator password How to Configure Configuring the end-user LAN module (included in the standard product) helpdesk.exe is done through the setup screens in the main console (nkahdcap.exe) The settings above will set up the LAN user portal for the form (not the wizard) to enter new calls. A login will be required. No password is required. The end-user will be able to see all notes. Automatic notification is not enabled in this particular setup but it can be enabled. 16
Customize You can also customize any screen in the end user module and in the main program to change the buttons, colors or fields. You may also remove one or more buttons or choices from the screens. This way you have a choice of how much functionality to offer the endusers. The Help Desk administrator can change the screens (Ctrl_S).. The changes made by the administrator will affect all users since NetKeeper programs are thin client and no software is installed at the users workstations. Note NetKeeper Internet End User portal is also fully customizable and configurable. 17
SET UP SOLUTIONKEEPER Solutions Keeper s setup is similar to an outline. The requests have categories and sub categories. Solutions are attached to the sub categories. It is advisable to define the main categories in SolutionsKeeper before you put the help desk into full operation. You can add categories while the program is in operation also. SolutionsKeeper will grow as you use it. The solutions should be ranked for their usefulness for the selected request. SolutionsKeeper Ranks Solutions The highest ranked solutions for each problem are at the top of list. SolutionsKeeper Automatically Generates the Top FAQs list SolutionsKeeper will automatically generate the Top FAQs to the WEB or to the LAN. See Top FAQs How to set up SolutionsKeeper Enter a New Category Highlight and select the Standard Requests Tab. Use the mouse to click on the Insert button or press ALT_I. Enter the name for the new category and click on OK to save the screen. Enter a Sub-Category Highlight the category that requires a sub-category and press ALT_I or click on the Insert button or right mouse click on the highlighted category. Enter the name for the new sub-category and click on the OK button. 18
To view the information, you can press Ctrl+RightArrow or click on the Plus icon (+). Once you have entered a category and a sub-category, you can enter a request. Note: The keyboard commands, CTRL+RightArrow opens one level of the tree. CTRL+left arrow closes one level of the tree. Enter a request and attach it to a Sub Category Highlight the sub category and press ALT_I or right mouse click. Enter the request form s data and click on OK to save the data. Add a solution to the request Highlight the Request Select the Suggestions Tab on the Solutions side of the screen Press ALT_I or right mouse click on the suggested solution You can also click on the Insert button Note Each solution should apply to one problem only. If the request requires more than one solution, enter more solutions. Keep each solution to the point. Once you have entered a solution, the user can rate the solution for its effectiveness in solving the request. Note A solution can be used for multiple requests and can have different ratings for each request. 19
Rate the Solution The same solution can be used for different requests. A solution may rate very highly for one request and not be very useful for a different service request. You can rate the solution with each type of service request. Highlight a Request in the Request list. Right mouse click on the Solution to be rated from the Suggestions list. Select ATTACH TO REQUEST. Enter the Solution s rating and click on OK. You can also detach the solution in a similar way by selecting DETACH FROM REQUEST. Note On the Solutions list, the rating changes and the icon changes color to green. The green icon, for example the green book icon, indicates that the solution has been rated (at least once) for the request. If you re-attach the solution with a different rating, the rating will be a weighted average of the two. The solution rating can change over time and will reflect its relative usefulness. You can attach as many different solutions as needed to any one request. A solution can be shared by as many requests as applicable and the same solution can have different ratings for different requests. 20
Add an Attachment to the solution Right mouse click on the solution and select INSERT ATTACHMENT. Enter the object type. The type of object that you select will determine the fields that you will fill. Fields that are not required for the selected object type will be grayed out. Select the name of the person entering the attachment. Enter a description of the entry. The description will appear on the list next to the icon for the object type. You can also enter a comment. The comment field will be displayed under the solutions list. Enter the full file name if you are attaching an external object such as a text, picture, video or audio. You can access a file list to select the external object by pressing the ellipsis button. Type of Attachments Text The text attachment will add text in an external text file to the solution. You can attach a memo from the manufacturer for example. Note The text of the file is not incorporated into the attachment. Only a reference is made to the external text file. 21
Picture A picture can be displayed in many digital picture formats (though color will not always be exact). You only have to select the name of the picture file. Some useful types of pictures are: Audio Attach a WAV type audio clip. This will allow the help desk to play audio clips such as recorded comments. Video Clip Attach a AVI type video clip. This will allow you to play back a video clip with sound. Add a direct reference to a URL, document or data file SolutionsKeeper solution attachments can directly reference a URL (Universal Resource Locator) or a word-processor file, spreadsheet file or data file. Select and highlight the request that references the solution or use the FIND SOLUTIONS or ALL SOLUTIONS tab to locate the solution Left mouse click on the solution to select and highlight the solution Note: Make sure you left-mouse click on the solution to select the solution. If the solution is selected correctly, the text of the solution will be displayed in the SOLUTION TEXT box. Right-mouse click on the solution to display a pop-up menu Select "Insert Attachment" Select the object type COMMENT to attach a document associated with a program (such as a URL or Word document). See below for further explanation. 22
Enter your first and last name to record who attached this document Fill DESCRIPTION and COMMENT as desired. Enter the document's full file name or use the lookup button to locate the document Click VIEW/PLAY to verify that the document can be displayed correctly. About Associated Documents You can attach a document that requires a specific program to display the document, for example, a Microsoft Word document or a URL. When you view or play an associated document, the program will request Windows to run the associated program to load the requested document. Use a COMMENT attachment to attach associated documents. Enter the document's full file name or use the lookup button to locate the document. To check if a file is associated with a program Open Windows Explorer (or Windows File Manager) Locate the file Double-click on the file Windows will automatically open the document if the document is associated with a program. Otherwise, Windows will prompt you for the name of the associated program. Print Solution You can print the solution and fax it to the reporting user. You can e-mail the solution to the user if you have connected NetKeeper e-mail software to the help desk. 23
SET UP ORGANIZATION AND CONTACT INFORMATION If you have not done so already, enter or import the company and contact data before placing the program in service. You can also add names on the fly; however, it is much easier to enter service calls quickly if the contact information has already been entered. See Contacts 24
UTILITIES The options found in Utilities require Administrator rights to the program. They allow the Administrator to customize many aspects of the program. Note The screens may not exactly match your version of NetKeeper. 25
FILE MAINTENANCE CONTACT KEYWORDS Build a list of keywords to describe and define the contacts, for example; new customer, hot prospect, Win NT, Internet user, product to support (name). SERVICE REQUEST QUEUES In order to speed up service call entry, set up the names and descriptions of the service request queues. You can define the queues so that all calls related to Internet or to printer or to Win NT problems are grouped together. Instead of assigning techs to each incoming call, you may prefer to assign a queue to a group of qualified technicians. ACCESS LEVELS Security and Access Levels The administrator can pre-set the access levels for each tech. NetKeeper provides screen level security as well as area level security. This section describes how to set up screen level security for your NetKeeper system. Note: access level or access group are equivalent terms. You can create security access levels to assign access right to individual screens. A staff member can be a member of one or more access levels or groups. Each access level defines the rights to access one or more screens. An access level can also be used to deny access to one or more screens. You can assign VIEW, CHANGE, DELETE and DENY rights to the group. View allows read-only access to the screen, change allows adds, changes to the screen. To set up the access levels: Create the Access Level data Assign screen rights to the Access Level Assign Techs to the Access Level Assign screen rights to at least one screen to the Access level 26
Create Access Levels You can define as many access levels as necessary. Each staff member can be a member of one or more access levels. Contact us or your favorite reseller for more information on how to create access levels. Assign screen rights to the Access Level You can assign staff rights to one or more screens. Members of an Access Level can access any screen that has been defined for that level. Assign Techs to the Access Level You can add a Staff Member to more than one Access Level. 27
WHITE BOARD ANNOUNCEMENTS You can use the White Board to announce meetings or upcoming events to the staff. Check Important on the announcement that you want at the top of the list and the one that will flash on the white board. Make an announcement To make an announcement for display on the white board, you must have administrative rights to the program. Select Utilities File Maintenance White Board Announcements Select Insert Fill in the form Check the Important box if you want the announcement to scroll at the top of the white board Select Tools Announcements to run the announcements 28
SETUP DATA OPTIONS - GLOBAL OPTIONS The Setup Global Options require Administrator rights for access. The global setup options customize many functions of the program and should be set up before placing the program in full operation. The screens are representative and may not represent your version of NetKeeper. SERIAL NUMBER Once the program has been installed, the Administrator will immediately access Utilities SetUp Serial Number to enter your serial number and user code. The program will only allow one user if either the serial number or the code are entered incorrectly. 29
SETUP Fixed Page Message Enter a message that will appear on as a fixed message on all pager messages. Page Message Mode Select the page message mode program (not available in evaluation version). Enable E-Mail / Paging / Print preview Check to enable the e-mail and paging features of the program (not available in evaluation version) Print Preview Check if you want an on screen print preview before the information is sent to the printer. Prevent User Screen Changes Prevents staff from customizing screens Enable Dialer Enables dialer on contact and service call screens Log To-Dos / Log Notes The program will log To-Dos and notes to the Service Call form. The Menu Bar changes to show other menu selections when the Service Call entry form is opened. All Can Change a To-Do / All Can Change a Note Select to lock down the To-Dos and Notes so that no changes can be made by anyone other than the person who has entered the information. To-Do Auto Close Type Feature not available in some versions SETUP 2 All Contact Notes Display all contact notes Use OutLook as Mail Client Select to use OutLook as Mail client 30
LOGIN The Login information is entered as soon as the program has been installed. You must define the database so that the system knows what database to use when running reports. Site ID The ID number for the site Server The type server for example: ntsrv1 Database The database is netkeeperops SQL Login An example of the SQL login is: ntsrv1,netkeeperops;app=captain_trusted_connection=yes LAN Inventory Path The LAN inventory path connects NetKeeper Express to NetKeeper Help Desk Captain so that the LAN inventory is recorded in the help desk program in real time and does not have to be imported. An example is: m:\clarion\keeper\ Use Trusted Connection When checked, the program will find the connection every time you log in to NetKeeper. User Name The User name of the Administrator Password The Administrator s password. 31
DROP LIST Drop lists are used throughout the program for field lookups for quick data entry. Some drop lists allow the staff to add selections. Other lookup drop lists require the administrator to select the data to be listed. List the keywords to describe the selection type descriptions found in drop lists on various forms in NetKeeper. Note Enter each selection separated by a vertical bar. Keep the types to a few letters so that they fit the drop box. To-Do Type Pick To-Dos are found on the Contact, Service Call, Issue and other forms throughout the program. You can define the type To-Dos Contact Status Pick The contact status type is used on the Contact Profile form. Notes Type Pick Notes are found throughout the program. The type of notes should be defined for all forms. To-Do Status Pick The status of the To-Dos can be New, InProg, Hold, etc Request Status Pick The status of the service request is found on the Service Call form. 32
DROP LIST 2 Opportunity Type Pick The opportunity type is found on the Business Opportunity form. Some examples of types are: small, large, global, dealer, etc Opportunity Stage Pick Some examples of the stage are inquiry, proposal, approved 33
ADDRESS FORMULA Build the Call Address Formula to Customize the Address Field The Administrator can override the Service Call Address Field layout by entering a Call Address Formula. The normal layout of this field is: Name Address City State Zip Country You can use a different formula to enter a field from the Organization (Company), Department and Contact tables. The fields in these tables are defined in your data dictionary file, NKCAP.CLA. The data dictionary file is a text file that can be printed as needed. However, be careful. Do not change this file in any way. It is used by the CFIL file management utility. Enter the formula Once you have decided which fields to pick from the tables, enter the formula into the text box without pressing the ENTER key. The ENTER key will add a carriage return to the formula and the formula will not work. For clarity, you can enter a space or two between fields. Do not enter too many spaces. The formula length is limited to approximately 500 characters. 34
Formula example: The new layout will include the department name and the contact's tile. In addition, a User Defined field will be added at the end. The resulting layout is: Name Company Name Department Name Contact's Title Address Att: Secretary The formula for the above layout is as follows: CLIP(ccm:FirstName)&' '&CLIP(ccm:LastName)& chr(13)&chr(10)&clip(cim:name)&chr(13)&chr(10)&clip(cdm:name) &chr(13)&chr(10)&clip(ccm:title) &chr(13)&chr(10)&clip(ccm:address1) &chr(13)&chr(10)&clip(ccm:city)&' ' & clip(ccm:state)&' ' & clip(ccm:zipcode) & ' Att: '& CLIP(ccm:UserDef201) Notes: 1- Do not press ENTER while entering the formula. The program will wrap the formula to fit the text box. Pressing ENTER while entering the formula will create an incorrect formula. 2- The chr(13)&chr(10) sequence enters a carriage return and line feed sequence to start a new line 3- Literal text is enclosed in single quotes, not double quotes. 4- The CLIP() function removes trailing spaces. 5- The UPPER() function capitalizes a field. 6- To add spaces between fields add literal text as follows : ' ' (single quote space single quote) 7- The & (ampersand) symbol is used to concatenate the fields together 8- An incorrect formula will result in a blank address 35
TIER SETUP Customize Address For Service Calls and Call History Contact Lookups You can now select the type list to display in the Address field when the contact lookup is clicked on the Service Call form. Select Tier 1 to display the Organization list. This is useful if you support many companies or organizations and the name of the contact is not as important as the name and location of the company, or branch or organization. Select Tier 3 to display the Contact list The contact list is useful for internal support not linked to LAN inventory or for external support for individual customers. Service Call History Type The administrator can select the type Call History to display for the company, department or contact. Some service desks, especially while servicing high employee turnover clients, need to display the call history for the entire Company or Department, rather than the call history for the user. Select Tier 1 (default is Companies) to display a list of the call history for tier 1 and attached tier 2 and tier 3 entries. Select Tier 2 (default is Departments) to display a list of the call history for tier 2 and attached tier 3 entries Select Tier 3 (default is Contacts) to display a list of the call history for tier 3 Tier 1 Name, Tier 2 Name, Tier 3 Name. Rename the organizational tiers as required. Use this feature together with the screen customization features and the list customization features to change all the screen labels to match your organization s requirements. 36
INTERNET E-MAIL Not included in evaluation version See the NetKeeper Internet and the HD Mail manuals for set up of the Internet and automatic mail systems. 37
PRIORITY DATA You can create as many priority levels as needed though we recommend that you create the least number possible. Too many priority levels create operational problems, as priorities are not assigned consistently. Priority 1 is the highest priority; you can label the priority as needed to describe the priority level. Note: You must create priority 0 if you need to enter requests without a priority level. Priority 0 indicates no priority defined. PRIORITY DATA TABLE Click PRIORITY DATA TABLE to view the currently defined priority levels. The priority table lists the contents of the priority table, PMYNK 38
SET UP PRIORITY LEVELS You can create as many priority levels as needed. We recommend that you create the least number possible. Too many priority levels create operational problems, as priorities are not assigned consistently. Priority 1 is the highest priority; you can label the priority as needed to describe the priority level. Note: You must create priority 0 if you need to enter requests without a priority level. Priority 0 indicates no priority defined. 39
SET THE NUMBER OF WORK HOURS PER DAY Click the SET WORK HOURS button. You can define work hours for weekdays, Saturdays, Sundays and holidays. Enter the work hours per day data Leave the START TIME field blank if you don t work in that period. Also leave the corresponding Total Work Hours at 0.00. The program will use the Start Time and Total Work Hours and Due In Hrs. fields to calculate the due date of items such as service requests and to-dos. Click OK to save the data. RESET DEFAULT PRIORITIES The program will create the default priorities in the PMTNk table. The program creates 9 priority levels and a 0 level that defines No Priority defined for a case. WARNING: This function will overwrite the existing priority data! 40
OTHER SETTINGS TABLE The Other Settings table is used to set up and record options as required for your program. DO NOT CHANGE THESE SETTINGS except when called for by your options documentation. ADD NEW STANDARD SETTINGS Add new standard setting without changing existing settings. Use this function to update your option settings list without affecting your entries. RESET OTHER SETTINGS Resets the Option list to defaults and ERASES any custom settings that you have previously made. Use this function only when setting up a new installation. 41
ENTRY DEFAULTS 1 Default Priority / E-Mail / Pager 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. NetKeeper includes an easy to set up and use paging system and a complete e-mail system. See Start NetKeeper for information on how to set up the e-mail and paging and techs. Set default priority values for e-mail and pager calls and for service calls. The default priority will automatically appear on all call forms. You can raise or lower the priority on the form as necessary. Sale s Tax / Ship Via / Terms The sales tax, billing and shipping information defaults are used on the Purchase Order form. Default Keywords on New Contacts To save time when entering a new contact, enter the default keywords that describe all new contacts. This is not the complete list of keywords. It is the default keywords only. You can use Keywords to build groups for mail lists, training courses and other activities. See File Maintenance + Contact Keywords for the general list of contact keywords. ENTRY DEFAULTS 2 Enter the default Bill To and Ship To addresses for purchase orders. 42
REQUEST OPTIONS - FOR SERVICE CALLS Require resolution The service call will not close unless a resolution note has been entered. Require To-Do closed Optional. All To-Dos must be closed in order to close the service request. Auto close all To-Dos Optional. Automatically closed all open To-Dos for the request Force SolutionsKeeper look up Optional. A request must be selected from SolutionsKeeper. Send mail on close Sends e-mail upon closing the service request. Auto update SolutionsKeeper rating Optional. Automatically records the selected solution that was used for the service call and automatically adjusts the rating in SolutionsKeeper. Display e-mail on close Displays the standard e-mail message so that it can be changed before it is sent. Add resolution to closing e-mail Requires the resolution for the service request be included in the e-mail message. Text for close case e-mail Standard text for the e-mail message Optional features are not available in all versions 43
REQUEST OPTIONS 2 Send e-mail on case open Automatically sends e-mail when the service request is received by the help desk. Auto Date Due Automatically calculates the due date Text for Open Case e-mail Enter the standard text to acknowledge the receipt of the e-mail. Using NetKeeper HD Mail, an add on module, the message that is sent will be based on the type e-mail request that is received. 44
REPORTS 1 & 2 NetKeeper includes standard reports for the Service Call long form and short form and for the Purchase Order and Contact forms. You can access these reports by pressing the Print button on the Service Call, Purchase Order and Contact forms To replace the standard reports, enter the required information for the new report made using the Crystal Report Writer. Report File Name Enter the file name for the new report that you want to import into NetKeeper. 45
WALLPAPER Wallpaper background in the NetKeeper main console You can add or remove wallpaper background images in the NetKeeper main console. You can center a graphics file or use a small graphics, such as a logo, and tile the background. Remove the wallpaper: Login as administrator (ADM) Select UTILITIES from the main menu Select SETUP data Select SETUP 5 Un-check the USE WALLPAPER option Set different options for the wallpaper graphic: Login as administrator (ADM) Select UTILITIES from the main menu Select SETUP data Select SETUP 5 Adjust the options as required Change the wallpaper Login as administrator (ADM) Select UTILITIES from the main menu Select SETUP data Select SETUP 5 Import the file name for the new wallpaper 46
PRIORITY NAMES The priorities are used on the Service Call and on the Contact forms. A contact can have a pre-defined default priority so that every time the contact requests service, the priority will fill in automatically. For example, the president of a company may have a much higher default priority than others. Customize the ten priority definitions to fit the terminology used by your organization or use the default settings provided in the program. You can always restore the priorities to their default values. Make sure to explain the use and the definitions of the priorities to the staff so that everyone uses the same criteria when assigning calls. 47
USER ENTRY Form Type Select to require call entry using the Wizard or the form version of the program. Passwords Required Decide if passwords should be required for end users to access the user entry module. If the password is required, end users will be able to view a list of their pending and previous requests. Allow Blank End user can omit passwords. End users will not see a list of their pending and previous requests unless the Required option has also been checked. In other words, they do not have to enter their passwords, but they will not be able to view their calls. Select to allow new accounts End users can set up their own accounts. Notes Select to display all notes or the resolution notes for service requests. Form Type The user entry modules for LAN and Internet have customizable features. Select to use the Wizard or the form version of the program. How to Configure Configuring the end-user LAN module (included in the standard product) helpdesk.exe is done through the setup screens in the main console (nkahdcap.exe) 48
The settings above will set up the LAN user portal for the form (not the wizard) to enter new calls. A login will be required. No password is required. The end-user will be able to see all notes. Automatic notification is not enabled in this particular setup but it can be enabled. 49
DIALER SETUP Auto-Dialer Setup 1. Enable the auto-dialer. The administrator must check the ENABLE DIALER option in the Global Options Setup 2 screen. This is a global setting and enables the auto- dialer for all Help Desk Techs. 2- Set up the communication parameters for a work station Select Dialer Setup From the UTILITY menu Select Dialer Setup. Enter the following information: Comm Port Select the port used by your modem Wait time Wait time (default 10 seconds): The maximum time allowed to dial out and for you to pick up the phone. Modem dial prefix (default ATDT): Modem command string to initiate dialing. Modem dial suffix (no default): Modem command string executed after dialing a number. Modem hang-up (default ATH): Modem command string to hangup the modem Dial out prefix (no default): Optional digits required by your phone system to dial out, for example :9,1 50
ADMIN UTILITIES (Administrative Utilities) Purge Service Calls The purge procedure will delete entries from the database. No other simultaneous users are allowed while the purge process is running. Close all screens and ask all other users to exit the program. The purge function not only deletes the service requests but also Notes and To-Do s attached to the requests. You should purge calls only when you are sure that you will no longer need them. Many help desks keep one or two years of requests on-line depending on the amount of caller traffic on the help desk. Some help desks never purge. The time to enter a request does not increase significantly even with a large number of service requests on file. It is a good idea to run a report of the calls for your records before you purge calls. Update Company / Department Information This procedure is generally used to update from a previous version that does not track links from the service call or To-Do tables to the company and the department tables. 51
A ADDRESS FORMULA, 34 Admin Utilities, 51 Attachment, 21 Auto-Dialer Setup, 50 C Contact Keywords, 26 Ctrl_S, 14 Customize, 13 pager, 42 password, 9 Passwords, 48 picture, 15, 21, 22 priority, 42, 47 Purge, 51 reports, 45 P R D DROP LISTS, 32, 33 E-Mail, 42 file maintenance, 26 H help category information, 19, 20, 21 help desk, 22 E F I icon, 7, 19, 20, 21 installation, 5 INTERNET E-MAIL, 37 Keywords, 42 K S Service Request Queues, 26 Setup, 12 SETUP, 30 Setup Data Options, 29 SOLUTIONKEEPER, 18 SolutionsKeeper, 3, 18, 22, 43 TIER SETUP, 36 T U User Defined, 15, 35 USER ENTRY, 48 UTILITIES, 25 WALLPAPER, 46 W LAN inventory, 8 lease, 5 login, 8 LOGIN, 31 L M menu, 29 mouse, 18, 19, 20, 21 options, 29 Options, 12, 43 O 52