NETKEEPER Help Desk Captain SQL Installation with MSDE 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 Introduction 6 Advantages 7 Installation 9 Requirements 9 Installation Overview 10 Installation Steps 12 Tech Support 15 3
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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
INTRODUCTION Congratulations on acquiring your new NETKEEPER Help Desk Captain. NETKEEPER Help Desk Captain 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 Help Desk Captain enables organizations to provide superior Help Desk Captain 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 Help Desk Captain 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 Help Desk Captain is a fully integrated ready to use system right out of the box. No special training is necessary to run NetKeeper Help Desk Captain. The NetKeeper Call Wizard lets users quickly enter and solve service request. NetKeeper Help Desk Captain 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 of 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 remains open for all help desk requests. NETKEEPER 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 Help Desk Captain 6
ADVANTAGES 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, multi media and more 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 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 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 will run, using a slow communication s link i.e. a telephone line or a fractional T1 line. 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, 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 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. 9
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. 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 In the full version, you only have to create a shortcut (W2K, Windows 9x, NT, 2000) 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. 10
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 11
Installation Steps STEPS IN DETAIL 1. INSTALL, BUT DO NOT RUN, THE NETKEEPER PROGRAM Using the START menu to install the NetKeeper main console. Insert the CD-ROM in its drive or Download the program from the WEB Follow the prompts Choose Settings -> Control Panel from the Start menu on the task bar, Choose Add/Remove Programs then press the Install button. 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. 2. TEST THE NETKEEPER CONSOLE PROGRAM Start NetKeeper From the Windows Start Button Click the Windows Start button -> Programs ->NetKeeeper ->NetKeeper Help Desk Captain 3. INSTALL CAPCOM - INSTALLATION IS AUTOMATIC (not included in demo version) The automatic e-mail and automatic page server program (CAPCOM.EXE) are installed with the NetKeeper Help Desk Captain 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 Help Desk Captain includes an easy to set up and use paging system and a complete e-mail system. 4. INSTALL CRYSTAL REPORT Writer (not necessary in demo version) 12
In order to make custom reports 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 Note: NetKeeper does not require installation of the Crystal Report Writer to run the included 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. END USER ACCESS PROGRAM INSTALLATION IN FULL VERSION 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. 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. 13
IMPORT DATA INTO NETKEEPER SQL DATABASES The evaluation version of NetKeeper limits the amount of data that can be imported. Please check with NetKeeper support before importing data. To import data from another program, see also your SQL Server manual under DTS (Data Transformation Services). 14
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 15
advantages, 7 CAPCOM, 12 help desk, 6, 12 A C H I installation, 5, 9, 10, 12 INSTALLATION, 13 lease, 5 memory, 9 menu, 12, 13 priority, 12 Requirements, 9 L M P R S send preferences, 12 SOLUTIONSKEEPER, 6, 7 tech support, 15 T 16