PC-Duo Enterprise HelpDesk Administrator's Guide

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Copyright © Vector Networks Ltd, MetaQuest Software Inc., and NetSupport Limited. All rights reserved.

The information in this document is subject to change without notice and should not be construed as a commitment by Vector Networks Limited, Vector Networks Inc., MetaQuest Software Inc., or NetSupport Limited.

Vector Networks Limited, Vector Networks Inc., MetaQuest Software Inc., and NetSupport Limited assume no responsibility for errors in this document.

The software described in this document is supplied under a license and may be used or copied only in accordance with the terms of such license.

PC-Duo, and its logos, are trademarks of Vector Networks Limited. MetaQuest is a trademark of MetaQuest Software Inc. NetSupport is a trademark of NetSupport Limited. All other trademarks are the property of their respective owners.

PART NUMBER: DH21/00

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Administering Enterprise HelpDesk

Creating Projects and Generating Web Views

Managing Users, Contacts, and Groups

Tools for Enterprise HelpDesk Administrators

Planning and Deploying a Help Desk System

Planning

Implementation Roadmap

Creating a New Project

Customizing Fields

Creating Groups and Granting Permissions

Creating User Accounts

Generating Web Views

Setting Up Notifications

Projects

What is a Project?

Creating New Projects

Copying and Sharing Definitions

Building a Project Template

Moving Projects

Deleting Projects

Migrating Projects

Editing Project Properties

Editing Fields

About the Field Editor

Adding Fields

Removing Fields

Working with Choice Lists

Applying Changes

Working with Tabs

Finding and Listing Issues

Building Queries

Defining Sorts

Defining Layouts

Reporting

About Reports

Viewing Reports

Changing Report Viewers

Defining Reports

Summary Reports

Listing Reports

Time Reports

Defining Report Pages

Managing Contacts, Users, and Groups

About Users and Contacts

About Security

About Groups

Creating User Accounts

Disabling User Accounts

Assigning Users to Groups

Changing Passwords and Editing User Information

Defining User Groups

Enabling and Disabling Features

Enabling and Disabling Projects

Defining Workflow Rules

About Workflow Rules

What Can You Do with Workflow Rules?

What You Should Know about Workflow Rules

What is a Workflow Rule?

Understanding Templates and Rules

Creating Rule Templates

Defining Conditions for User Groups

Defining Rules

Deleting Rules

Renaming Rules

Using Macros in Rules

Setting Possible Values

Changing When Rules Are Evaluated

Applying Workflow Rules

Disabling Workflow Rules

E-mail Notifications

About Notifications

What Can You Do With Notifications?

Editing Notifications

Specifying Notification Recipients

Defining When Conditions

Specifying Notification Contents

Managing Workflow with Notifications

Setting Up Notifications

Generating Web Views

What is a Web View?

Editing Web Views

Configuring Web Views

Exporting Fields and Queries

Working with Fields

Web View URLs

Customizing Web Views

Changing the Date and Time Formats for Web Views

HelpDesk Web Admin

Maintaining Your Help Desk System

Deleting Issues

Managing Logon Sessions

Repairing and Compacting

Running Security Repair

Checking Integrity

Enabling Auto Repair

Backing Up

Importing Issues

About Importing Issues

What Can You Import?

Before You Import

Importing Issues into a Source Table

Combining Multiple Source Tables

Creating Queries to Merge Source Tables

Mapping Fields

Integrating Inventory

About Inventory

How to Integrate Inventory

Gathering Information about the Site Database

Connecting to a Site Database

Defining the Query

Adding the Inventory Tab to Web Views

Integrating Remote Control

About Remote Control in Enterprise HelpDesk

Setting Up Remote Control

Adding Remote Control Buttons

Configuring PC-Duo ActiveX Remote Control

Checking Client Security Key Settings

Removing Remote Control Buttons

Customizing Enterprise HelpDesk

Power Customizations

Moving Fields Between Tabs

Creating an Attachments Field

Customizing URL Buttons

Customizing the Inventory Tab

Customizing Reports with Crystal Reports

Customizing HTML Reports

Customizing the Report Used to Print Issues

Deleting Users

Removing Disabled Users from Choice Lists

Adding a Choice List of Users or Contacts

Timestamping

Customizing Notifications

Branding the Web View

Branding the Dialogs

Branding the Logon Pages

Installing Enterprise HelpDesk

Supported Configurations

Installing Enterprise HelpDesk

Selecting Components

User Account for Notifications

How to Set Up a Two Server Configuration

Entering Your License Information

Databases

Overview

Issue Database

Project Definitions Database

Users Database

Other Project Files

Relocating Enterprise HelpDesk Installations

About the Relocation Wizard

How to Relocate Enterprise HelpDesk

Before You Relocate

Relocating a Standard Installation

Moving a Standard Installation to a Distributed Installation

Moving a Distributed Installation

If Something Goes Wrong

Updating Client Programs

Index

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