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User’s Guide to WebServer House-on-the-Hill Software Ltd Manual Edition 2003 March 2003

User’s Guide to WebServer - House-on-the-Hill · 4 • WebServer User's Guide to WebServer If you do choose to show links to news and other items on the desktop, these are contained

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User’s Guide to

WebServer

House-on-the-Hill Software Ltd

Manual Edition 2003

March 2003

Software Copyright © 2003 House-On-The-Hill Software Ltd.

All Rights Reserved.

Manual Copyright © 2003 House-On-The-Hill Software Ltd.

All Rights Reserved.

House-On-The-Hill Software Ltd. disclaims any liability for any damage including but not limited to corruption of data whether arising directly or indirectly from the use of software originated by House-On-Hill Software. All House-On-The-Hill Software programs are supplied 'as is' and House-On-The-Hill Software Ltd. does not warrant that the operation of the program will be uninterrupted or error free or that program defects will be corrected.

Windows and MS-DOS are registered trademarks of Microsoft Corporation. House-On-The-Hill Software Ltd. acknowledges the use of other trademarks in this manual and respects the rights of the holders.

User's Guide to WebServer Contents • i

Contents

WebServer ...............................................................................1 1.1 About this Documentation................................................................1

Organisation of the Documentation.......................................................................................1 How to Use the Documentation .............................................................................................1

1.2 Overview...........................................................................................2 1.3 Set Up................................................................................................3

General........................................................................................................................................3 Users............................................................................................................................................4 Web-Enabled Records..............................................................................................................4 Support Records........................................................................................................................5 Automatic Entries .....................................................................................................................5

1.4 Using WebServer ..............................................................................7 Starting and Using Your Web Browser ................................................................................7 Starting WebServer .................................................................................................................8 Entering Data...........................................................................................................................12 Obtaining Help ........................................................................................................................14 Common Processing...............................................................................................................16

1.5 Processing at the WebServer Desktop ............................................24 Available Actions ...................................................................................................................25 Useful Links.............................................................................................................................27 Desktop Details .......................................................................................................................28 Call Summary ..........................................................................................................................31 Knowledgebase.......................................................................................................................38 Activities ..................................................................................................................................40 Sales Opportunities.................................................................................................................41 Products....................................................................................................................................42 Customers.................................................................................................................................45 Contacts....................................................................................................................................49 Inventory ..................................................................................................................................53 Allocations...............................................................................................................................57 Users..........................................................................................................................................58

ii • Contents User's Guide to WebServer

User's Guide to WebServer WebServer 1

WebServer

1.1 About this Documentation

The documentation for WebServer is supplied in both printed and online form, although these have differences in terms of presentation and appearance. It aims to give you an overview of the product and detailed instructions for its various operations.

The extent of the supplied documentation will depend on what you are allowed to do within WebServer. You will generally only be provided with operating instructions for the features that you can access.

Organisation of the Documentation

The documentation is divided into chapters or main topics. These deal with specific aspects concerning WebServer and the features that are provided.

The next three chapters:

r provide an overview of WebServer

r describe its standard features

r tell you how to use the facilities that WebServer provides.

How to Use the Documentation

If you are a new user you should read through the supplied documentation — either in its printed or online format — to establish WebServer’s features. Subsequently, you may need information in order to undertake a specific task or to achieve a particular aim. In these cases you will refer to a relevant topic to find required details.

You should also look at the chapter entitled “Using WebServer”, which covers the standard processing features that are common to the application. This includes information about using the online help.

Both the printed and online versions of the documentation have a table of contents so that you can locate the topic you require. The printed

2 • WebServer User's Guide to WebServer

manual additionally has an index so that you can look for particular words and phrases.

1.2 Overview

WebServer is a browser-based application that provides access to House-on-the-Hill’s SupportDesk product. It is generally available to two types of User:

r WebGuests, who can log Calls on behalf of their company and then monitor the progress of those Calls. Such Users can also access Knowledgebase entries and Frequently Asked Questions, thereby resolving problems without having to log Calls.

r Help Desk staff, who can monitor and progress logged Calls and access other information that helps in the efficient resolution of those Calls.

WebServer Users share the same data as those who have the Windows-based SupportDesk product. System configuration is via the Windows product and certain Users may access SupportDesk using either application.

SupportDeskdatabase

WindowsLocal processing

Helpdesk StaffSet up and

maintain data

Log receivedcalls

Progresscalls

Producereports

WebServerRemote processing

WebGuestLog and

monitor calls

ViewKnowledgebase

Helpdesk StaffProgress

calls

View data aboutUsers, Calls,Products, etc.

WebServer provides great flexibility and increases SupportDesk’s facilities:

User's Guide to WebServer WebServer 3

r for WebGuests:

Ø lets authorised Users log and access Calls from anywhere and at any time

Ø provides Knowledgebase information so that Users can resolve problems themselves

Ø gives Users more control

r for Helpdesk staff:

Ø makes logged Calls immediately available, irrespective of where and how they are entered

Ø reduces the workload by removing unnecessary telephone calls.

1.3 Set Up

Before WebServer can be processed, the necessary data must be set up correctly. Much of this data will exist already for the Windows version of SupportDesk. However, you may need to add and change records to ensure that WebServer is processed in the most efficient manner.

Here you are provided with an overview of the specific changes you need to make for WebServer use. All this set up is undertaken through the Windows version of SupportDesk. Refer to the SupportDesk User’s Guide and help text for a detailed description of this processing.

General

Each WebServer User’s desktop shows the name of the Department (for example, ‘Customer Services’). This is set up on the Company Configuration record using the Windows interface. Ensure this is correct.

The appearance and content of the WebServer desktop can be changed through the suppdesk.ini file. It indicates, for example, if new Users can self-register and whether links are provided to news items and other information topics.

Refer to the separate Getting Started with SupportDesk document. This identifies the location of the suppdesk.ini file and lists its contents.

4 • WebServer User's Guide to WebServer

If you do choose to show links to news and other items on the desktop, these are contained in a file called supnews.htm. The file contains subject headings and links to the various topics — these are provided as separate documents which may be available locally or, more likely, at a specified URL.

You can edit either of the preceding files using any text editor (such as Notepad).

Users

This is the most important area since you must ensure that only authorised Users can access WebServer and must determine what they can do. Users are of two distinct types and each is set up differently:

r SupportDesk Users will generally be already set up and will normally have extensive access to SupportDesk’s routines and data through the Windows product. You must ensure that those Users who can also access via WebServer are ‘web-enabled’. They will have equivalent privileges on both products.

r WebGuests are Contacts or Customers who can log and access Calls on behalf of those Customers. You identify Contacts or Customers as WebServer users by clicking the Make WebGuest button on the corresponding Windows dialogue. You can determine what the WebGuest can do in the same way as any other User. This includes specifying allowed actions, functions that can be processed and data that can be accessed. WebGuests will have a View that only grants access to their own company’s Calls.

Note: Anyone who knows the WebServer URL may be able to register as a new user and access the system. However, they will be restricted to logging their own Calls and viewing the replies to those Calls. Such Users are identified by having a narrative of ‘Self-registered’ on the Info tab of their User record. You can update this record to give them additional facilities.

Web-Enabled Records

Certain types of record are available to WebServer Users by default. To prevent access you need to uncheck the ‘Web Enabled’ box. These records are:

User's Guide to WebServer WebServer 5

Products Customers

are available to helpdesk users.

Knowledgebase

Frequently Asked Questions are Knowledgebase entries that are marked as FAQs as well as being web-enabled.

Support Records

Some records require no particular WebServer set up themselves. They are only available to suitably configured helpdesk users. These records are:

Contacts Inventory Activities Sales Opportunities Allocations

Automatic Entries

Certain data is automatically provided on WebServer without any further set up being necessary:

Calls can be accessed by a User with the appropriate authority, whether created through the WebServer or Windows product.

Quick Calls are all available unless they have been removed using the configuration file settings.

6 • WebServer User's Guide to WebServer

User's Guide to WebServer WebServer 7

1.4 Using WebServer

The aim of this section of the documentation is to provide you with the necessary basic knowledge to run WebServer; to operate and understand the facilities provided and to find your way around in an orderly and efficient manner.

Note: It is assumed that you are familiar with mouse and keyboard use and no attempt is made to explain concepts and terms for your operating system or browser. Consult the printed and online documentation provided if you need more information.

We are not concerned here with the operation of particular features and screens; this is covered later. Instead, a more general view of WebServer’s features is taken.

Topics covered here include those that are common throughout WebServer:

r starting and using your web browser

r how to start the module

r the principles of data entry

r how to obtain help

r common processing

Starting and Using Your Web Browser

WebServer is designed to run best on particular web browsers — reasonably up-to-date and Java-enabled versions of Internet Explorer and Netscape Navigator are supported currently. The one you use may be determined by your Supervisor who may also control how you will access and use the browser.

Refer to the information provided by your Supervisor if you need guidance. Also, read the documentation available for your browser if you are unfamiliar with its features.

Note: Depending on the browser you use, screen appearance and use may vary slightly to the examples shown here. However, the general principles will be the same.

User's Guide to 8

Starting WebServer

Once your browser is running, WebServer may start automatically. If not, you will access it by specifying its URL. You may do this by:

r keying the URL in the address bar of the browser (your Supervisor will supply the actual URL) or

r selecting from a ‘favourite sites’ list or

r clicking a desktop shortcut or

r choosing a link from the intranet.

The actual method you use will probably be specified by your Supervisor. When you successfully access the module, a login screen appears.

Login Screen

What you do here will depend on the settings made in the configuration file.

Existing User

Enter your Login and Password, as chosen by you or provided by your Supervisor, and then click OK. If your details are incorrect, an

User's Guide to WebServer WebServer 9

error message appears and you must re-input correctly. If the login details are accepted, your initial desktop screen appears.

WebServer Desktop

Refer to “Processing at the WebServer Desktop” for a description of this screen.

Note: Your login not only identifies you as an authorised WebServer User, but also determines what you can see and do. It will indicate the:

q actions that are available for selection at the desktop

q processing that you can undertake; you may, for example, be allowed to view and modify Calls but not create or delete them

q data that you can access. This covers:

Ø whose data — you may only see Calls for a particular

User's Guide to 10

Customer (your own company) and possibly only Calls entered by or assigned to you

Ø what data — you may be allowed to see Calls but not Replies or may be restricted to records in particular Folders or with certain characteristics.

New User

If you need to access WebServer but do not have a Login and Password, click the ‘Register as a New User?’ link. An input form appears.

New User Dialogue

Enter details as prompted:

Name Email Phone

are entered on your personal User record. The email address is particularly important since it will be used for communication with you.

[40, 50, 20 Characters]

Login must be unique and identifies you on all future accesses to WebServer. You should generally enter an abbreviated version of your name or position.

[8 Characters, Mandatory]

User's Guide to WebServer WebServer 11

Password Confirm Password

must be entered twice, the same each time, to ensure that it is correct. You must specify this password each time you log in.

[8 Characters, Mandatory]

Once you complete this input, click Submit Registration. A confirmation message appears.

You can now log in to WebServer using the Login and Password you have specified. You will only be able to view Knowledgebase entries and create Calls against your Login. If you need additional access, contact the helpdesk to arrange this.

Forgotten Password

If you are an existing User with a Login but cannot remember your Password, you will be unable to access WebServer. Click the ‘Forgot your Password?’ link to notify the helpdesk by email.

Forgotten Password Dialogue

Enter your Name, Email address and Login name, then click Submit to send the email. You will be unable to log in until you are contacted and provided with the correct Password.

Send Email

If you want to contact the helpdesk by email, click the ‘Contact <company name> by E-Mail?’ link. For example, you may want to

User's Guide to 12

request a change of Password or additional WebServer access (such as viewing Calls for other Users).

Your normal email application is loaded and a message is created with the destination address completed. You can therefore enter other details as required and send the message in the usual way.

Notify WebServer Access

If you need to give someone the address to access WebServer, click the ‘E-Mail This Page?’ link. This creates an email message that provides the full URL.

WebServer Address Notification

Enter the recipient’s address, plus other required details, and send the email as normal.

Entering Data

Many selections cause an input form to be displayed so that you can enter or change information.

User's Guide to WebServer WebServer 13

Typical Input Form

An input screen will have a number of items and you will normally process these in series, entering data to each one as required. You can select an item by:

r clicking on it using the mouse or

r pressing Tab to move through the items in a downward direction (or left to right), or Shift and Tab to move upwards and backwards.

Input items may be of different types:

r text boxes, where you can type in text or numbers in a required format:

Certain of the items may contain dates or times and so will require input in the correct format. Others may allow multiple lines of free-format text and so will have scrollbars so that you can move up and down the lines.

r pull-down lists, where available entries are displayed for selection. Such a list is signified by a down arrow to the right of the box:

User's Guide to 14

You can view the list by clicking on the arrow and can then select from the list, or by moving to the box and pressing Alt and . Then press and to move through the list and Enter to select.

Data Entry

If you input data to text boxes, it may be validated on input or on completion of the screen. Data may not be accepted because:

r the entry is not compatible with the field definition (for example, you are entering alphabetic characters to a numeric field).

r the field capacity is exceeded.

r no input has been made to a mandatory field.

If this occurs, an appropriate error message appears. Check your data carefully and then correct it.

Obtaining Help

Most of WebServer’s documentation is available as online help text. You can access the help text when processing WebServer by clicking the Help selection from the actions listed on the left of the screen. This displays ‘context-sensitive’ help that provides information about the form you are processing.

User's Guide to WebServer WebServer 15

Typical Help Screen

Wherever you are within the system, the screen has the same format. Use standard browser facilities for the help screens (such as pressing the Back button to return to previous text or choosing to print the displayed help).

The screen displays the help text for the current topic. This will show the topic title and may have sample buttons and diagrams, plus descriptive text.

If there is more text than will fit on a single screen, use the scroll bar to see the rest.

Any text that is shown in blue and underlined represents a hypertext link to an associated topic. Clicking the link takes you directly to that topic. Select the Back button to return to the previous topic.

At the end of each topic text page are three navigation buttons. These are used as follows:

returns you to the contents list so that you can select other topics from there.

User's Guide to 16

scroll sequentially through the topics in the indicated direction.

The back-arrow button shown here should not be confused with the Back button mentioned earlier. This button takes you to the topic before the current one whereas the Back button returns you to the topic you last accessed (which can be anywhere).

Common Processing

Certain processing within WebServer is standard and applies at many places within the system. This is described here rather than being repeated throughout the text.

Common processing is of two basic kinds. That which applies:

r when lists of records are displayed

r after selecting a record or choosing to create one.

List Processing

Many of the actions that you select from the desktop process particular types of records. In these cases, a list of the available records is displayed initially so that you can choose a required one or add another.

Call Summary

User's Guide to WebServer WebServer 17

The records you actually see will depend on what you select and from where. For example, a list may show:

r all your Calls or only those that are open

r all Inventory (if selected from the desktop) or only those for a Customer (if accessed from a Customer record).

The main body of the screen lists the records themselves.

Navigating Lists Scrollbars are provided so that you can move through the list:

r a vertical scrollbar to display other records

r a horizontal scrollbar if more information is available across the screen.

Further aids to navigation are available at the bottom of the list:

This shows:

r the current page and the total number of pages

r navigation links, if more than one page, so that you can select others

r the total number of available records.

List Contents and Sequence Each list will show records of the appropriate type. These may be all those records you are entitled to see after selecting a particular action or may be a reduced list resulting from a search.

The records are generally shown in a particular sequence, based on the ‘key’ field (such as the Customer or Product Reference). You can change the order by clicking on a column heading to sequence on the contents of that column. For example, Calls are listed in Call Reference sequence but you may want to see the highest Priority first or to show them in date order. Sequencing by column is only possible where the heading is underlined.

Certain fields are shown in blue, indicating that they provide a link to another record or to the listed record. Selecting the arrow button ( )

User's Guide to 18

to the left of the line also accesses the record for viewing or amendment.

Clicking on an email address will create a message for that address.

Status Indicators When certain types of record are listed, particularly Calls and Activities, indicators may appear to the left of each record. These have the following meaning:

Calls marked with a tick have been Closed. The Call can be transferred to the Archive Folder by the Supervisor.

An envelope adjacent to a Call indicates that the Call has just been posted or another User has added a Reply. The new Call may have been added via the WebServer option or using the SupportDesk Windows product.

Records marked with a paperclip have attached files.

Calls and Activities marked with a warning bell have exceeded the warning period set.

Calls and Activities highlighted with a yellow exclamation mark have exceeded the set Action Date.

Calls highlighted with a red exclamation mark have been escalated.

Calls marked with a hand have had their elapsed time stopped.

Searching for Records If the required record is not shown and you cannot find it easily, you can search for it. To do this, enter into the Search field the string of characters you wish to search for. This can be any part of any text field within the record.

The search is not case-sensitive and so you can enter any mixture of upper and lower-case characters.

When input is complete, click Go to start the search. The list then shows only the matching records. You can select the required record from those listed or enter a different string of characters and search again.

User's Guide to WebServer WebServer 19

Actions at Lists To the right of the search field are a number of actions that you can undertake. Click the required one:

New to create a record of the listed type. An input form appears so that you can enter the required information.

Fields is used to change the fields that are shown for each record. The available fields are listed.

Fields List

The ones that are currently selected are highlighted. Click on fields to include or exclude them; hold down the Ctrl key while clicking to select several fields or press the Shift key while clicking the start and end of a range of fields. Then click Select Fields. The list of records then shows the fields you have requested.

The changes you make here are retained so that the same fields are shown if you display the list again later.

View Archived

changes the content of the list from records that are current to those that are transferred to archive. The selection then becomes View Live so that you can revert to the previous list.

Folder only applies to Calls and so is described at “Call Summary”.

User's Guide to 20

Record Processing

When you access a record or choose New to create one, an input form appears.

Typical Input Form

The fields available and the nomenclature used will have been previously determined through the Windows product. You will enter and change data (as described at “Entering Data”) and can also select standard actions to view or enter data at other forms.

User's Guide to WebServer WebServer 21

Attachments

List of Attachments

The Attachments form lists any files that are already attached to a record. These will provide additional information, such as a specification or instruction sheet for a Product.

You can click on any attachment to open and view it or can save it to a selected location. You can only add attachments to new Calls (see “Adding a Call”).

User's Guide to 22

Extra Fields

Extra Fields Input

These fields cover additional data that is required to complete the record. Each type of record will have different Extra Fields and these are displayed when you choose the action.

Enter or select the required data as prompted and click OK on completion.

User's Guide to WebServer WebServer 23

Related Calls

List of Related Calls

This form lists Calls in the current folder that are related to a selected record. Thus, they may be from a particular Customer or relate to a certain Product. You may therefore be able to establish a pattern of Calls or identify a persistent problem.

Here you can search the list, change its content and sequence, and can access the Calls and add others. This is described at “List Processing”.

User's Guide to 24

1.5 Processing at the WebServer Desktop

WebServer Desktop

Once you have successfully logged in to WebServer, your desktop appears. This screen provides access to all information that is available to you. To return to this screen from anywhere within WebServer, select the Desktop action.

The screen has different areas. These are described next.

Note: Up to this point in the documentation, all screen examples have been full screens that show browser toolbars and the status bar. Subsequent screens concentrate mainly on the data they contain and so have reduced browser information.

User's Guide to WebServer WebServer 25

Available Actions

On the left of the screen are listed the actions that are available to you. The ones you see will depend on the level of authority provided by your login. If you are a Supervisor, you can access all actions while in other cases you cannot change the data recorded by SupportDesk, except for Calls. The available actions are displayed at all times. The full range is as follows:

.

Leave SupportDesk

logs you out of WebServer and ends your current session. You should always do this when you have finished processing here since otherwise you will be recorded as still active.

You are returned to the login screen and can then:

q choose to log back in (possibly with a different login name) or

q process something else from the browser or

q exit the browser.

Help to obtain help for the form you are processing (refer to “Obtaining Help” for details).

Desktop returns you to the desktop after processing elsewhere.

Open View lists views that have been set up through SupportDesk:

User's Guide to 26

These views display data that matches specified parameters — Calls with a particular Status or Inventory at a certain Location, for example. Select the required entry and click Load View to list the appropriate data. What you then see depends on your selection and is described under the relevant topic.

E-Mail opens your email application and starts a new message.

The recipient defaults to the helpdesk’s email address. You can change this if necessary and can input text and process the message in the normal way.

Call Summary lists Calls of any status. These will generally be Calls that are owned by or assigned to you. However, if you are a Supervisor, you will see all Calls.

Refer to “Call Summary” for a description of this processing.

Knowledgebase

to view details of previous problems and their solutions (this is described at “Knowledgebase”).

User's Guide to WebServer WebServer 27

Activities to look at Activities of various types (see “Activities” for more information).

Sales Opportunities

to check Sales Opportunities and schedules (as covered at “Sales Opportunities”).

Products lists the available Products (described under “Products”).

Customers shows existing Customers so that you can access them or create records for new Customers (see “Customers”).

Contacts to view all Contacts for all Customers. You can then access records and create further Contacts (refer to “Contacts” for more details .

Inventory lists all recorded Inventory against all Customers (processing is described under “Inventory”).

Allocations to interrogate User’s skills. You may do this to determine their suitability for particular Calls (covered at “Allocations”).

Users to see details of other Users (as described at “Users”).

Useful Links

To the right of the desktop are listed various topics. These are shown under appropriate headings and may provide useful information. Click on a topic to read the provided text.

The topics that are displayed depend on configuration file settings and are contained in a file called supnews.htm. The links to the topics identify separate documents which may be available locally or, more likely, at a specified URL.

User's Guide to 28

Desktop Details

The centre section of the desktop provides information about current Calls and access to details that are relevant to those Calls. This is the main processing area when you are dealing with Calls, so that you can input details about new and existing Calls and can progress and resolve those Calls.

Click Return to previous Summary to redisplay the last summary screen you have looked at.

Calls Information

This section of the screen provides summary information about existing Calls and has various actions for processing Calls.

User's Guide to WebServer WebServer 29

Enter the reference of an existing Call. The click the Open button to display its details. Processing is described at “Maintaining Calls”.

The numbers of Calls with different statuses are shown. Click on an appropriate link to see a list of Calls that are still open, those that are completed and closed, or all Calls whether open or closed.

Refer to “Call Summary” for a description of processing.

Submit a new Call by clicking the link and then entering required details (see “Adding a Call”).

Common subjects for Calls are available from the pull-down list. If a new Call relates to one of the listed subjects, select it and click the Submit button.

An acknowledgement message then appears showing the reference number of the new Call. You can then click the appropriate link to display a list of the current Calls (refer to “Call Summary”) or to return to the desktop (“Processing at the WebServer Desktop”).

Note: The Call record is created from the Quick Call details and may not reference a particular Product although the Customer will be shown as your company if you are a WebGuest. You should therefore subsequently select the Call record to add any missing details.

Knowledge Search

Within this area of the screen, you can resolve problems by:

r searching the Knowledgebase to find the information you need. Refer to “Knowledgebase” for further details.

r looking at Frequently Asked Questions. Available ones are listed.

User's Guide to 30

FAQ Summary

You can search the list, change the displayed details and look at archived questions. This is described under “List Processing”.

Select an entry, by clicking the arrow button or the text, to see full information about the problem and its solution.

FAQ Details

User's Guide to WebServer WebServer 31

Contact Information

Use the links provided to contact helpdesk staff. Click:

r E-Mail to send a message to the indicated department, which will normally be the help desk. This loads your email application with the appropriate address as the recipient. You can then complete and send the message in the normal way.

r Phone me back to request a telephone call from a helpdesk representative. This is processed automatically by posting a Noticeboard record on the help desk and your request is acknowledged.

Call Summary

Call Summary List

Each Call record will initially show the details of the reported incident. It may also have an Activity added automatically to cover, for example, the first response. Other Activities may subsequently be added, plus various documents and Replies that build up the complete history of the Call.

What the list of Calls shows will depend on who you are and how you have accessed the summary. If you:

User's Guide to 32

r are a Supervisor you can see all Calls from all sources

r are a WebGuest you will see only the Calls that are logged against your Company

r have clicked the Call Summary action or the Total Calls link at the desktop, the list will contain Calls of all statuses

r have clicked the Open or Closed Calls link at the desktop, only Calls with the indicated status will appear.

You can scroll through this list, change its appearance and content, and search for particular Calls. Refer to “List Processing” if you need information about doing this. This topic also provides a description of the icons shown and their meaning.

The listed Calls are in your default Folder. If you can access other Folders, click Folder for a list of those that are available.

List of Call Folders

Select one and click OK. The listed Calls are then only for that Folder.

For a listed Call, you can click an entry under selected columns:

r Reference to access the Call record (refer to “Maintaining Calls”).

r Customer to select the Customer record relating to the Call (refer to “Customers”). This will be your company if you are processing your own Calls.

User's Guide to WebServer WebServer 33

r Product to look at the Product covered by the Call (refer to “Products”).

r E-Mail to send a message to the indicated address. A new message is started within your email application and you can input required content.

You can also choose New to add a Call.

Adding a Call

New Call Dialogue

You can choose to create a Call record by selecting New at the desktop or from the ‘Call Summary’. You may then click Or Search the Knowledgebase for possible Solutions to try to resolve the problem without logging a Call. If so, the ‘Knowledgebase Summary’ appears so that you can search for required details.

If you decide to log a Call, enter details as prompted:

Contact is pre-filled with your own name. Change this if another person is to be contacted when replying to the Call.

[40 Characters]

Customer to select a different Customer. If you are accessing WebServer as a WebGuest, this field is not available since you cannot select a different Customer.

User's Guide to 34

Product need not be specified if the Call does not relate to a particular Product. If it does, select one from those listed, which may represent your company’s Inventory.

If you have not specified a Customer, all Products are listed.

Type identifies the type of Call. It may be a fault notification or a simple query.

Priority indicates the relative urgency of the problem. These may be graded in accordance with pre-defined settings.

Subject provides a brief description of the problem. This identifies it on Call lists.

Description is used to enter a full, multi-line description that gives all relevant information.

Attachment may supply additional details in the form of a separate document. If available, enter the location and name of the document or click the Browse button to find it.

Once you complete your input, click Reset to clear the details without processing or Submit Call to create the Call record. A reference is automatically generated and displayed.

New Call Acknowledgement message

User's Guide to WebServer WebServer 35

You can make a note of this reference. Click the appropriate link to redisplay the Call Summary or your Desktop. In either case, the new Call is included in the displayed details.

Maintaining Calls

Call Details Dialogue

If you have submitted a Call you may subsequently open it to change reported details, to view progress and to examine any Replies added. Alternatively, as a help desk operative you may progress a Call by changing its Status or entering a Reply.

Note: You can only update a Call if you are the Owner who logged it originally, a Supervisor, or if the Call is assigned to you. WebGuests cannot, generally, update Calls.

Click:

r Extra Fields to enter and view additional data for the Call (described at “Common Processing”)

r Related Calls to view any that are linked to this one (also covered at “Common Processing”)

r Inventory to see a list of the Customer’s Inventory (refer to “Inventory”).

User's Guide to 36

The following information is available:

Reference was allocated when the Call was created and is displayed for information.

Customer Name identifies the Customer for whom the Call is recorded. Click the name to see the Customer record.

Phone No. is obtained from the Customer record or from the specified Contact.

Contact is the caller logging the Call initially. This can be changed to another name that is to be contacted.

[40 Characters]

Type indicates the type of Call (such as a fault or advice).

Status will be changed as the Call is progressed. For example, it may be open when the Call is created, assigned to another help desk operative, closed when resolved.

Priority determines the level of urgency and may alter if time passes without a solution.

Level identifies the service level that needs to be met for the Call and affects how the Call is processed.

Date/Time indicate when the job started and are set automatically at the time the Call is logged. You may be able to change these entries if the start is delayed but cannot do this if you are a WebGuest.

Close Date/Time are set automatically when the Status is set to ‘Closed’. Change if completed earlier.

Elapsed Time is calculated and displayed. This will be from the start time until now for an open job or to the close time for one that is completed.

Warning Date/Time Action Date/Time

are calculated as specified periods in the future from the start date and time. They are provided to ensure that action is taken on time and you can change these details if necessary.

Calls that have exceeded the warning period are identified by a bell icon on the Call Summary to indicate that required action is imminent.

User's Guide to WebServer WebServer 37

Those that have exceeded their action period have a yellow exclamation mark to signify that they are late.

Subject provides a brief description of the problem. [250 Characters]

Product Serial

are specified if the problem relates to a particular piece of equipment or similar. If so, this may be a Product generally or be a specific item of Inventory, identified by its Serial Number.

Action indicates the action to be taken in response to the Call. This may require that the Contact is telephoned or that an email reply is required.

Assignee identifies the User who is assigned to deal with the Call. A suitable User may be assigned automatically when a Call is raised. If not, a more suitable User can be assigned from those listed.

Owner is pre-set as the person raising the Call and cannot be changed.

Solution indicates how the problem is resolved. Multiple lines of text can be entered here.

Processing Replies Replies are notes that you can add to the Call. Any existing Replies are listed at the bottom of the Call form. You can use the scroll bar to see more text. If permitted, you can click the Add button to create a further reply.

User's Guide to 38

Call Reply Dialogue

Once added, Replies cannot be altered via the WebServer.

Reference is fixed for the Call and cannot be altered.

Note is free-format text that provides information about the Call. This may be additional information provided by the WebGuest or a SupportDesk User.

[10,000 Characters]

Job Time is a time to record against the job. Times are accumulated for the Call and can be reported upon. This field is not available to WebGuests.

[Time Field, HH:MM]

Attachment indicates if additional information, such as a fact sheet or article, has been provided to help resolve the problem. Enter the name and location of the document or click Browse to find it.

When you click Add Reply, the new entry is added to the list of Replies at the Call screen.

Knowledgebase

You can access the Knowledgebase from the desktop or prior to entering a new Call. Knowledgebase records hold previously reported problems and their solutions.

Use the Knowledgebase to obtain a quick solution to a problem. The situation may have been reported previously and, if so, an answer may be available in the Knowledgebase.

The main task will be to undertake a search by entering key words or phrases and then clicking Go to obtain a list of Knowledgebase entries that contain the string.

User's Guide to WebServer WebServer 39

Knowledgebase Summary

You can change the fields that are displayed on the list and can switch between live and archived data. You can then examine these entries to find the information you need. All this processing is standard and is described at “List Processing”.

Click the arrow button or the text to see full details of a problem and its solution.

User's Guide to 40

Knowledgebase Details

You can then note the solution and take appropriate action.

Activities

Activities can be associated with a particular Customer, Contact, Call or Sales Opportunity. They define tasks that are to be undertaken or events that are to take place.

Each Activity may have a set duration and may be scheduled for a particular date and time. This allows reminders to be issued when Activities become due and for those Activities to be marked as due or overdue. These reminders are only issued on the Windows product.

Select the Activities action from the desktop to view Activities. All current ones are listed. However, you can see:

r all Activities if you are a Supervisor

r those associated with Sales Opportunities if you are authorised to view Sales Opportunities

r your own Activities if you have Support or Analyst authority.

User's Guide to WebServer WebServer 41

Activity Summary

The list shows Activities that are ongoing and those recently completed but not yet archived. Refer to “List Processing” for a description of what you can do here; this also indicates the significance of the icons shown against each Activity.

This list is view-only, to establish which Activities are current and their status. You can only progress Activities via the Windows product.

Sales Opportunities

This type of information is used to control and monitor Sales Opportunities and to manage sales schedules. Sales Opportunities cover selected Customers and may be progressed through particular sales stages to an eventual conclusion.

Each will have a potential revenue calculated, identify problems and benefits, and may have associated Contacts, Activities and Attachments.

Select the Sales Opportunities action from the desktop to list the current opportunities.

User's Guide to 42

Opportunity Summary

You can navigate through the entries and change the appearance and content of the list. Refer to “List Processing” if you are unsure how to do this.

There is no facility to update or progress Sales Opportunities from this screen.

Products

Many support Calls will relate to specific Products and so these Products need to be defined before such Calls can be logged. The selection of a Product may then influence the way a Call is progressed since it may set required service levels and cost rates for support.

Particular Products may be included in a Customer’s Inventory. This allows a Serial Number to be specified so individual pieces of equipment can be identified for Calls.

Process the Products action to list recorded Products. Refer to “List Processing” for information about navigating the lists, searching for particular entries, and changing the content of the list.

User's Guide to WebServer WebServer 43

Product Summary

Click a Product’s reference or the arrow button to select it for amendment. You can also click New to create a record.

Adding and Maintaining Products

User's Guide to 44

Product Details dialogue

Here you can select:

r Attachments to view any files that are attached to the Product. These may include product specifications or instruction sheets.

r Extra Fields to access additional data recorded for the Product.

r Related Calls to list Calls that reference this Product.

All this processing is standard and is described at “Common Processing”.

r Inventory to list the Customers that have this Product. Refer to “Inventory” for a description of the details displayed.

For each Product you can enter:

Name is the full name of the Product. [40 Characters, Mandatory and Unique]

Date indicates the date that the Product was created. [Date Field]

Reference provides unique identification of the Product. Once the Product record exists, the Reference can only be altered via the Windows interface.

[16 Characters, Mandatory]

Status indicates the Status for the Product and can be any value. If it is set to ‘Audited’, this means that it has been identified by SupportDesk’s audit function.

[16 Characters]

Price is the unit price of the Product. The value is used for Sales Opportunities to determine costs and potential revenue.

[10 Numeric Characters, 2 Decimal Places]

Analysis can be any date that you require for analysis purposes. Reports can be restricted to Products that have dates within a specified range.

[Date Field]

Description is a full description of the Product over several lines. [250 Characters]

Manufacturer records the name of the manufacturer. [40 Characters]

User's Guide to WebServer WebServer 45

Contract identifies any support contract that exists for the Product, either from the Supplier or to the Customer. This may indicate the service level that is provided plus other details. This information is carried through to the Inventory record if the Product is included in a Customer’s Inventory.

[40 Characters]

Supplier indicates the Product’s Supplier. If a contract has been specified, this may be from a particular Supplier.

[40 Characters]

Licences is the number of Users licensed for this Product. A Product may have a single or multi-user licence. SupportDesk’s audit function can determine if there are too many users for a Product.

Rate per Hour/Day

are the cost rates for support of this Product and are used in job costing.

[10 Numeric Characters, 2 Decimal Places]

Type provides an analysis head for the type of Product. Similar Products will have the same type entry.

[16 Characters]

SLA is the service level that should be attained for the Product. When a Call is created for the Product, the level defaults to this setting.

Archive is checked if the Product is no longer current and can be archived. You can view a list of archived Products rather than live ones.

Customers

Calls to SupportDesk are usually logged against a particular Customer and so the records need to be set up first. Each Customer record provides identification details and determines service levels and charges. You can separately specify the Contacts at each Customer and the Inventory to support.

Select the Customers action and existing ones are listed.

User's Guide to 46

Customer Summary

You can navigate through the list, search for particular Customers, and change the sequence and content. Refer to “List Processing” for more information about this.

Select a Customer that you want to amend or click New to create a record.

User's Guide to WebServer WebServer 47

Adding and Maintaining Customers

Customer Details Dialogue

Select:

r Attachments to view documents that are attached to the record, such as contracts or service agreements.

r Extra Fields to enter additional information for the Customer.

r Related Calls to look at existing Calls for this Customer.

Refer to “Common Processing” for a description of these selections.

r Contacts to view the Customer’s Contacts (described at “Contacts”).

r Inventory to list the Customer’s Inventory (see “Inventory”).

When adding and maintaining Customers, you can enter:

Name is the full name of the Customer. [40 Characters, Mandatory and Unique]

User's Guide to 48

Date indicates when the record was created and defaults to today for a new Customer.

[Date Field]

Reference identifies the Customer and must be unique. You will enter a reference when creating a record but cannot subsequently change it using WebServer.

[16 Characters, Mandatory and Unique]

Phone 1/2 Fax

provide contact details for the Customer. [20 Characters]

E-Mail is the Customer’s main email address. Clicking the prompt will load your email application and create a message with this address as the recipient. You can then complete and progress the message in the normal way.

[50 Characters]

IP Addr Modem

for internal help desks where the Customer identifies a PC, this is the PC’s IP address if the Audit option is enabled. Otherwise, this field can be used for the address of the modem for access.

[50 Characters]

Dept identifies the department normally dealt with at the Customer.

[40 Characters]

Address Post/Zip code

is the Customer’s full address, including post code. [40 Characters X 5, 16 Characters]

Expiry indicates the date of termination of any maintenance agreement. This may relate to a contract that you specify.

[Date Field]

SLA determines the service level required for this Customer. The level will determine response times that need to be achieved.

Type can be used to group Customers into categories. Make the same entry as for other Customers of the same type.

[16 Characters]

Fee records the renewal fee for support. [10 Numeric, 2 Decimal Places]

Acc Mgr is the name of the person who is handling this Customer’s account.

[40 Characters]

User's Guide to WebServer WebServer 49

Contract is the reference number of a service contract that the Customer has.

[20 Characters]

Market defines the Customer’s market area. This could either be a region or industry sector.

[20 Characters]

Archive is checked if the Customer is not current. These Customers are then listed separately to live ones.

Support Calls indicates, if checked, that the Customer has pre-paid for a number of support Calls.

Chargeable determines if charges are to recorded for the Customer. This will cause a Cost to be recorded for each Call raised for this Customer, taken as the price entered against a selected Category.

Internal is checked if the Customer being supported is an internal user within your own organisation.

Calls Left only applies if you have checked the ‘Support Calls’ box. If so, for a new Customer, enter the number of Calls that are pre-paid. This is then reduced each time a Call is logged against the Customer.

[3 Numeric Characters]

Rate per Hour/Day

indicate the support cost rates for this Customer. They are used to calculate the costs of Activities relating to this Customer.

[10 Numeric Characters, 2 Decimal Places]

News is free-format text for the Customer. [80 Characters]

Narrative can be used to record any other comments about the Customer.

[250 Characters]

Contacts

Each Customer may have several Contacts and one of these can be specified when a Call is made. You can access and add Contacts when processing a Customer record. Alternatively, maintain Contact details directly and indicate the Customer each one works for.

User's Guide to 50

Select the Contacts action from the desktop to process all available Contacts. If you access Contacts from the Customer record you will see that Customer’s Contacts only.

Contact Summary

You can scroll through the list of Contacts, search for particular ones, and change the sequence and content of the list. Refer to “List Processing” for details.

Adding and Maintaining Contacts

If you access a Contact record, or click New to create one, an input form appears.

User's Guide to WebServer WebServer 51

Contact Details Dialogue

Select:

r Attachments to view attached files for the Contact, such as a job description document.

r Extra Fields to look at additional information for the Contact.

r Related Calls to list any existing Calls that are for the Contact.

This processing is standard and is described under “Common Processing”.

r Inventory to list the Customer’s Inventory (see “Inventory”).

For a Contact, you will enter:

Name is the full name of the Contact, which appears on Contact lists.

[40 Characters, Mandatory]

Date indicates the date the record was created. [Date Field]

User's Guide to 52

Customer defaults to the current Customer when adding a Contact from the Customer record. If adding directly from the Contacts action, you can select the Customer from those listed.

For existing Contacts, if you select a different Customer, this causes the Contact to be transferred. Click the label to view the ‘Customer Details’ form.

Phone 1/2 Mobile Fax

provide indicated telephone and fax numbers for the Contact. The first telephone number appears on the Call dialogue when the Contact is selected.

[20 Characters X 4]

E-Mail is the Contact’s email address. Clicking the prompt will load your email application and create a message with this address as the recipient. You can then complete and send the message.

[50 Characters]

Title Dept Location

are the Contact’s title or position, the department in which they work, and their whereabouts within the company.

[40 Characters]

Address Zip/Post code

provide the Contact’s full address and post code. This may be the same as for the Customer or could be elsewhere.

[40 Characters X 5, 16 Characters]

Salutation is the greeting to be used when addressing this Contact, particularly on letters.

[24 Characters]

SLA indicates the Service Level to be attained for the Contact.

Response may be used to record any text, which you can use for analysis of Contacts.

[25 Characters]

Assistant may identify a person that can be contacted if the main Contact is unavailable.

[40 Characters]

Time Zone indicate if the person is located in a different time zone. This may prevent contact being attempted at inappropriate times.

[16 Characters]

User's Guide to WebServer WebServer 53

Narrative allows multiple lines of free-format text about the Contact. [250 Characters]

Channel is the normal method of contacting the person (such as by email or telephone). Select the preferred method.

Archive is checked if the Contact no longer applies. The record no longer appears on the list of live Contacts.

Inventory

Product records identify the particular types of goods or services that Customers can have and which are supported through the help desk. Inventory, on the other hand, relates to the individual items a Customer has, each of which may be referred to by a unique serial number.

You must create the Product records before you can identify the Inventory. Each item can be attached to the Customer where it is installed.

If you select the Inventory action, all available Inventory is listed. If you access the list from elsewhere, it will show only the Inventory relating to a particular Product or Customer, as appropriate.

User's Guide to 54

Inventory Summary

Here you can navigate through the entries on the list, search for particular items and change the sequence and content of the list. This is described at “List Processing”.

For listed items, click the:

r arrow button to access the Inventory record

r Product name to see the Product details

r Customer name for Customer details.

You can also click New to create an Inventory record.

User's Guide to WebServer WebServer 55

Adding and Maintaining Inventory

Inventory Details Form

Here you can select:

r Attachments to attach records to the Inventory (such as Product specifications).

r Extra Fields to maintain additional information.

These functions are covered at “Common Processing”.

For each item, you can enter:

Customer identifies the Customer that has the Inventory. Select one from those listed when adding a record. For existing Inventory, if you choose a different Customer, this will cause the Inventory to be transferred.

Click the Customer label to view the ‘Customer Details’ dialogue.

Date is the date the Inventory record was created. [Date Field]

User's Guide to 56

Product must be selected for new Inventory, to identify the Product to which the Inventory relates.

[Mandatory]

Location Room Floor Building

can be entered to indicate the whereabouts of the Inventory item.

[40/25/25/25 Characters]

Serial may provide a unique reference for the individual item. This field can be displayed on the Call dialogue.

[16 Characters]

Asset is a number that may be specified to record the Inventory on an asset register.

[25 Characters]

Status can be any required value but may, for example, indicate the Inventory’s condition or availability.

[25 Characters]

Analysis may be used to group Inventory items for reporting purposes. [25 Characters]

Contact is the person who is normally to be contacted about this piece of Inventory.

[40 Characters]

Archive is checked if the item is no longer in use and can be transferred to archive.

Installation Start/End

indicate when the Inventory is being installed. It is therefore ready for use after the end date.

[Date Field]

Warranty Contract

identifies any warranty that is provided to the Customer for the Inventory.

[25 Characters]

Warranty Start/Expiry

determines the period covered by any warranty that is provided to the Customer.

[Date Field]

Warranty Fee is the cost of the service that is provided to the Customer. [10 Numeric, 2 Decimal Places]

Warranty Period may be used to define a cover period. [25 Characters]

User's Guide to WebServer WebServer 57

Warranty Code can be any relevant reference that you require. [25 Characters]

SLA determines the Service Level that needs to be attained for the Inventory item. When a Call is created for this Inventory item, the Level defaults to the one set here.

Purchase Contract No.

identifies any warranty that is provided by the Supplier for the Inventory.

[25 Characters]

Supplier is the name of the organisation that provides the warranty cover.

[40 Characters]

Purchase Start/Expiry Date

indicates the period covered by any contract from the Supplier.

[Date Field]

Purchase SLA is level of service that the Supplier agrees to provide for the Inventory item.

Purchase Price is the fee paid to the Supplier for the service contract. [10 Numeric, 2 Decimal Places]

Narrative provides free-format text for relevant comment about the Inventory.

[250 Characters]

Purchase Order/Invoice No.

identify the order placed and the invoice received in respect of this Inventory item or Supplier Contract.

[25 Characters]

Allocations

Users can be specified as having knowledge of particular Products and being available to deal with specific Customers. In each case, a knowledge rating can be assigned. As a result, the suitability of Users to deal with certain Calls can be assessed easily.

You may want to look at resource Allocations before assigning a User to a Call. In this way, you can find the most suitable User and assign accordingly.

Choose the Allocations action and a list of Users appears.

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Allocation Summary

No update is available here but you can look through the list, change its sequence and content, and search for particular data (as described at “List Processing”). You can also click on a displayed Product (“Adding and Maintaining Products”) or Customer (“Adding and Maintaining Customers”) name to see the associated record details.

Users

A User is anyone who is permitted to access SupportDesk in any way. The Supervisor will set up all Users and maintain their details.

Users may have different privilege levels set to determine what they are allowed to do. This includes the designation WebGuest, which indicates that this Customer-based User can have limited access only via the WebServer. Other help desk Users may be able to process using the Windows product or WebServer, or both.

User's Guide to WebServer WebServer 59

Various configuration settings for a User may provide the ability to create, delete, modify and view different types of records. The data that a User can access can also be specified.

Choose the User action to list those Users that can access SupportDesk and to see what they are able to do.

User Summary

The list is view-only but you can search for data and change the sequence and content of the list. This is described at “List Processing”.

Index

A About this documentation 1 Access a record 18

Access WebServer 8 Account Manager 53 Action

date exceeded 19 period 39

User's Guide to 60

to be taken 40 Actions at lists 19 Actions available 26 Activities 28, 43 Adding

Call 36 Contacts 54 Customers 51 Inventory 59 Products 47

Allocations 29, 61 Archived, View 20 Assignee for Call 40 Attached files 19 Attachments 22 Authorised User 9 Automatic entries 5 Available actions 26

B Back-arrow button 16 Bell symbol 19, 40 Browser 7

C Call

adding 36 Folder 35 new 31 News 53 Subject 40 submit 37 summary 34 Summary 28

Calls current 30 information 30 left 53 list 31 maintaining 38 Quick 31

Change displayed fields 19 Change order of list 18 Channel 57 Closed Call 18 Closed Calls 31 Common processing 16 Configuration file settings 29 Contact information 33 Contacts 29, 54

adding and maintaining 54 Contents list 16 Context -sensitive help 15 Contract, support 48 Cost rate 49 Cost rates, support 53 Create a record 19 Current Calls 30 Current records 20 Customer

charging 53 news 53

Customer’s Inventory 38 Customers 28, 49

adding and maintaining 51

D Data entry 13 Data required by WebServer 3 Department 3 Desktop 25, 26

details 30 screen 9

E Elapsed time of Call 39 Elapsed time stopped 19 Email 28, 56

address 18 helpdesk 33

End current session 26 Entering data 13 Envelope symbol 18 Error message 15 Escalated Call 19 Events to take place 43 Exclamation mark 40 Exclamation mark symbol 19 Existing User 9 Extra fields 23

F Features 7 Fee, renewal 52 Field capacity exceeded 14 Fields action 19 Folder 20, 35 Forgotten password 11 Format of help screens 15 Frequently Asked Questions 32

H Hand symbol 19 Help action 26 Help, obtaining 15 Helpdesk staff 2 Helpdesk staff, contact 33 Hypertext link 16

I Incompatible data 14 Indicators, status 18 Initial desktop screen 9 Input form 13, 21 Input item 14 Inventory 29, 57

adding and maintaining 59 Asset Number 60 Customer 38 Serial Number 60

IP address 52

J Job costing 49 Job time 41

User's Guide to WebServer WebServer 61

K Key words 42 Knowledge search 31 Knowledgebase 28, 32, 41

L Leave SupportDesk 26 Licences 48 Links 29 List contents and sequence 18 List of Calls 34 List processing 16 Live, View 20 Log in 8, 9 Log out 26

M Main processing area 30 Maintaining

Calls 38 Contacts 54 Customers 51 Inventory 59 Products 47

Mandatory input 14 Manufacturer 48 Market area 53 Modem 52

N Navigating lists 17 Navigation buttons 16 New

action 19 Call 31, 36 user 1

New User 10 News 29 Next topic 16 No login 10 Notify WebServer access 12

O Obtain help 26 Obtaining help 15 Open Calls 31 Open View 27 Order of list 18 Organisation of documentation 1 Overview 2 Owner of Call 40

P Paperclip symbol 19 Password 9 Password, forgotten 11 Phone me back 33 Posted Call 18 Pre-paid support Calls 53 Previous topic 16 Priority of Call 37, 39

Processing at WebServer Desktop 25 Processing Replies 40 Product

licences 48 Reference 48

Products 28, 45 adding and maintaining 47

Pull-down list 14

Q Quick Calls 31 Quick solution 41

R Record processing 21 Register as a new User 4 Related Calls 24 Renewal fee 52 Replies, processing 40 Reply posted 18 Resource Allocations 61

S Sales Opportunities 28, 44 Salutation for Contact 56 Scrollbar 17 Search Knowledgebase 36 Searching for records 19 Select item 14 Self-registered 4 Send email 12 Serial Number, Inventory 60 Service Contract 53 Service level 39, 48, 52 Service Level 49, 56, 61 Set up 3 Solution 40 Standard processing 16 Start email message 28 Starting web browser 7 Starting WebServer 8 Status indicators 18 Status of Call 39 Stories 29 Submit Call 37 Suitability of Users 61 Summary Calls information 30 Suppdesk.ini file 3 Supplier 48 Support

Calls 53 contract 48 cost rates 53 records 5

SupportDesk User 4 System configuration 2

T Tasks to be undertaken 43 Text box 14 Tick symbol 18 Time Zone 56 Total Calls 31 Type of Call 39

User's Guide to 62

U Urgency of problem 37, 39 URL 8 Useful links 29 User

licences 48 skills 29

Users 4, 29, 62 suitability 61

Using web browser 7 Using WebServer 7

V Validated data 14

View Archived/Live 20 View progress of Call 38 Views, list 27

W Warning period 39 Warning period exceeded 19 Warranty 60 Web browser 7 Web-enabled records 5 WebGuest 2, 4, 62 WebServer Desktop 25 Whereabouts of Inventory 60