# Contact

Notes:
Responsible for promotion and sales strategy for all product lines.


Notes:
Responsible for new product development.


Notes:
DO NOT CALL BEFORE 8:30 A.M. OR AFTER 9:30 P.M.


Notes:
Provided exhaust monitoring system for motor pool vehicles.  Can return unit within 30 days.  Must get an RMA number first.


Notes:
This company provides facilities management services for ten apartment complexes.  This include maintenance for all units and club houses, as well as grounds maintenance.


Notes:
They are considering upgrading their file server to Windows NT.


Notes:
Max specializes in pine kitchen cabinets.  He can stain them to look like just about any wood.


Notes:
Has drawings for Sunlight project.  Will begin next week.  Followup.


Notes:
Moved entire office in one day.  Good service.


Notes:
Has precision machining capability.  Fast turn-around.  We have an account with them.


Notes:
Can make almost any shape and size of insulator.  Need prints at least 3-4 weeks in advance.  ISO 9000.


Notes:
Good food. Catered the annual awards luncheon.


Notes:
Has precision machining capability.  Fast turn-around.


Notes:
3-day turn. $500 setup.  Send artwork by modem.


Notes:
Repairs computers, monitors, and printers.  Carry-in service.


Notes:
Purchased one tractor for landscape maintenance and snow removal.


Notes:
24 hour service.  We have an account with them.  Good service so far.


Notes:
Installs/services climate control system used in building 5.  We have a service contract with them.


Notes:
Has extensive experience installing hardwood flooring.  Good warranty service.


Notes:
5 Story/10 ton lift capability.  Make arrangements 3-4 weeks in advance.


Notes:
Sales and support of accounting package we use.


Notes:
Michael has trouble walking.  LET THE PHONE RING AT LEAST FIVE TIMES.


Notes:
Sherri will be taking pregnancy leave from 7/1/98 to 9/1/98.


Notes:
Gail replaced Judy Brown who was our previous contact.


# Contract

Notes:
Siemans has a special service contract.  The warranty includes support for both the main control panel as well as the backup panel.


Notes:
They upgraded to a different copy machine.  This service contract was cancelled, a new contract was set up, and the pro rated portion of the annual fee was applied to the new contract.  See Contract 0000006.


Notes:
The next time David calls, remind him that his per incident count is at 4.  See if he wants to buy another block.


Notes:
This is a new contract.  Customer will pay for contract on a credit card.


# Issue

History:
5/11/98 9:31:46 PM Status changed by ADMIN to Closed

5/11/98 9:21:11 PM Issue Created By KIMCHRIS
5/11/98 9:21:11 PM Initial Status: Open
5/11/98 9:21:11 PM Initial Priority: High

Problem:
The power went off due to an electrical storm.  When it came back on, the voice mail system did not work.

Solution:
Gave Troy the code to reset their system.  Everything is working fine now.


History:
12/09/98 11:39:36 AM Status changed by CBROOKS to Closed

5/13/98 4:32:39 PM Priority changed by KIMCHRIS to Medium

5/13/98 3:20:58 PM Issue Created By KIMCHRIS
5/13/98 3:20:58 PM Initial Status: Open
5/13/98 3:20:58 PM Initial Priority:

Notes:
5/13/98 4:39:30 PM Information added to Notes by KIMCHRIS

Please consider this issue.

Problem:
Applications are running slowly and there is excessive disk activity.

Solution:
May need more memory.  Upgraded memory to 64Meg.  Problem resolved.


History:
7/18/98 9:25:34 PM Status changed by ADMIN to Closed

5/13/98 3:31:43 PM Issue Created By KIMCHRIS
5/13/98 3:31:43 PM Initial Status: Open
5/13/98 3:31:43 PM Initial Priority: Medium

Problem:
The phone was left up against a window.  The outside temperature reached 102 degrees.  The phone warped from the heat..

Solution:
The outer case on the phone needs to be replaced.  A replacement case is being shipped to Dave.


History:
5/13/98 3:33:14 PM Issue Created By KIMCHRIS
5/13/98 3:33:14 PM Initial Status: Open
5/13/98 3:33:14 PM Initial Priority: Medium

Problem:
They have a new receptionist.  She needs to be trained on how to use the system.

Solution:
Have asked Kim to call Dave to set up a training session.


History:
12/09/98 11:45:09 AM Issue Created By CBROOKS
12/09/98 11:45:09 AM Initial Status: Closed
12/09/98 11:45:09 AM Initial Priority: Medium

Problem:
Wants to know why item 12 on his bill is higher than last month.

Solution:
Told him there was a 5% rate increase in that service.


History:
12/09/98 11:48:47 AM Issue Created By CBROOKS
12/09/98 11:48:47 AM Initial Status: Open
12/09/98 11:48:47 AM Initial Priority: High


History:
12/09/98 11:51:18 AM Issue Created By CBROOKS
12/09/98 11:51:18 AM Initial Status: Open
12/09/98 11:51:18 AM Initial Priority: Medium

Problem:
The room is too warm.  With all the equipment being installed the air conditioning needs to be upgraded.


History:
12/09/98 11:55:30 AM Status changed by CBROOKS to Open
12/09/98 11:55:30 AM Priority changed by CBROOKS to Medium

12/09/98 11:55:20 AM Issue Created By CBROOKS
12/09/98 11:55:20 AM Initial Status: 
12/09/98 11:55:20 AM Initial Priority:

Problem:
Overhead light is flickering.  Needs replacement.


History:
12/09/98 11:59:24 AM Issue Created By CBROOKS
12/09/98 11:59:24 AM Initial Status: Closed
12/09/98 11:59:24 AM Initial Priority: High

Problem:
Keeps getting run-time error 3044 when accessing parts database.

Solution:
Database was being locked exclusively by another user.  Changed default startup so that database is shared.


History:
12/09/98 12:03:03 PM Issue Created By CBROOKS
12/09/98 12:03:03 PM Initial Status: Closed
12/09/98 12:03:03 PM Initial Priority: High


History:
12/09/98 12:39:30 PM Issue Created By CBROOKS
12/09/98 12:39:30 PM Initial Status: Closed
12/09/98 12:39:30 PM Initial Priority:

Problem:
Wanted to know how change voice mail access password.

Solution:
Sent him an article from the knowledge base explaining how to do this.


# Schedule

Notes:
David Groves @ Advanced Machine Company.

Talk to him about inventory requirements


Notes:
Lorenzo Vargus @ Applewook Plumbing and Heating


# Kbase

Article:
00    0       Null                         NULL
01    1       Start Heading         SOH
02    2       Start of Text           STX
03    3       End of Text            ETX
04    4       End Transmit          EOT
05    5       Enquiry                   ENQ
06    6       Acknowledge         ACK
07    7       Beep                       BEL
08    8       Back Space            BS
09    9       Horizontal Tab         HT
0A   10     Line Feed                 LF
0B   11     Vertical Tab              VT
0C   12     Form Feed                FF
0D   13     Carriage Return        CR
0E   14    Shift Out                     SO
0F   15     Shift In                       SI
10    16    Device Link Escape  DLE
11    17    X-ON                    DC1
12    18    Device Control 2        DC2
13    19    X-OFF                   DC3
14    20    Device Control 4   DC4
15    21    Negative Ack        NAK
16    22    Synchronous Idle  SYN
17    23    End Trans Block  ETB
18    24    Cancel            CAN
19    25    End Medium    EM
1A    26    Substitue        SUB
1B    27    Escape           ESC
1C    28    Cursor Right   FS
1D    29    Cursor Left     GS
1E    30     Cursor Up      RS
1F    31     Cursor Down  US
20    32           Space
21    33     !     Exclamation Point
22    34     "    Double Quote
23    35    #    Number sign
24    36    $    Dollar sign
25    37    %    Percent
26    38    &    Ampersand
27    39    '     Apostrophe
28    40    (     Left parenthesis
29    41    )     Right parenthesis
2A    42    *    Asterik
2B    43   +     Plus sign
2C    44    ,     Comma
2D    45    -     Minus sign
2E    46   .      Period
2F    47   /     Right or Front slash
30    48   0     Zero
31    49  1     One
32    50   2     Two
33    51   3     Three
34    52    4     Four
35    53    5     Five
36    54    6    Six
37    55    7     Seven
38    56     8    Eight
39    57     9    Nine
3A   58    :      Colon
3B   59   ;      Semicolon
3C   60   <      Less than
3D   61   >      Greater than
3E   62    =      Equal sign
3F   63     ?      Question mark
40   64    @     "at" symbol
41   65     A
42   66     B
43   67     C
44   68     D
5A  90      Z
5B  91
5C   92
5D   93
5E   94
5F   95
60   96      `      Accent
61   97     a 
62   98     b
63   99     c
64   100   d
65   101   e
66    102  f
7A   122    z
7B    123    {
7C    124    |
7D    125    }
7E    126   ~
7F     127   DEL


Article:
To Obtain        Multiply                   By
------------------------------------------------------------------
Inches             Centimeters            0.3937
Feet                 Meters                   3.2808
Yards               Meters                   1.0936
Miles                Kilometers              0.6214
Ounces           Grams                     3.5274E-2
Pounds           Kilograms                2.2046
Gallons           Liters                       0.2642


Article:
How to Install Software

SDS HelpDesk Solutions  software you will download has been compressed into a self-extracting executable file called "Full.exe".  Move this file to its own directory or to a zip disk for safe keeping.  This file consists of the full installation of the SDS HelpDesk Solutions.  You will only need to download the full version once.  For updates please download "Latest" which is much smaller in size, and has only the files that have changed.  The date that the files were uploaded are indicated next to the hyperlink.

1.  Double-click on the Full.exe file.  A dialog box will open.  If you want to unzip the installation files to a different directory, change the path in the Unzip to Folder edit box.  Click the Unzip button. The file will decompress itself into over a hundred separate files.

2.  Before proceeding with the installation, close all applications that are currently running.

3.  Double-click on the file called "setup.exe".  The installation program will now start.  Follow any instructions provided by the installation program.  A shortcut to the HelpDesk program will be created in your Start Menu.  

4.  SDS HelpDesk Solutions starts the same way as other Windows programs.  
Click the menu bar Start button.  Select the Programs option.  Click the HelpDesk shortcut. When the program starts, a message will appear saying that the license code was not found.  You can obtain a demo code by either E-mailing us at www.ScottDataSystems.com,  by calling (303) 499-3727 Monday-Friday from 8:00 a.m. - 5:00 p.m. (Mountain Time), or by Faxing us at (303) 554-0257.  Remember to give us your name, company name, address, and phone number.  A permanent license code is given to users who purchase the software.

5. After you click the Exit button on the message screen, you will be asked to enter your license code. Enter the code, and then click the Done button.  A message will appear validating your license.  The first letter of the code is case sensitive.  If you get an Invalid code message, make sure you entered the code 
correctly.  Click the Exit button to close the screen.  

Note:  Whenever the program asks for a License Code please enter the one that you used above.  You will be asked for this code the first time you switch to the Demo database.

6.  You are now connected to the default HelpDesk database.  The only user currently is "ADMIN."  

Note:  Enter the default password for ADMIN which is "admin."  This can be changed at any time using the Modules menu,  Change Password option.

You are now ready to start using SDS HelpDesk Solutions.

7.  The default HelpDesk database has a minimal amount of information preloaded into it.  This is the database you use to enter your own information.  A demo database is also included.  We recommend that you use this database initially to evaluate SDS HelpDesk Solutions.  To switch to the demo database, click the File menu.  Select the Connect option to open the Database Connect dialog box.  The path to the HelpDesk database is shown in the box.    

8.  Click the Change button.  The Open dialog box appears.

9.  Double-click on the Database folder.  Three database files will be present.  Select the Demo database, and then click the Open button.

10. The Database Connect dialog box will indicate the connection to the Demo database.  Click the Exit button.

Note:  Since you are switching databases, the program will ask for a License Code.  Enter the one that you used above, and then click the Done button.  Close the Message dialog box.  

11. Select "ADMIN"  from the Users drop down list.  Enter the password "admin" and then click the Done button.

Note:  The password is "hi" for all other Users in the Demo database.  

Congratulations!  You now have access to all SDS HelpDesk Solutions functions. The online help will provide you with additional information.


Article:
Quantity Measured    Unit       Abbreviation
------------------------------------------------------------------------------
Length                       meter                m
Mass                          kilogram           kg
Time                          second             s
Electric Current          ampere             A
Temperature              degree Kelvin   K
Luminous Intensity     candela            cd
Amout of Substance   mole                mol


Article:
Equatorial radius of the earth = 6378.388 km = 3963.34 miles (statute)
Polar radius of the earth = = 6356.912 km = 3949.99 miles (statute)
1 degree of latitude at 40 deg = 69 miles
1 international nautical mile = 1.15078 miles (statute) = 1852 m = 6076.115 ft.
Mean density of the earth = 5.522 g/cm^3 = 344.7 lb/ft^3
Constant of gravitation = (6.673+/-0.003)X10^3 cm^3 gm^-1 s^-2
Acceleration of Gravity = 980.665 cm/s^2 = 32.1740 ft/sec^2
Velocity of Light in vacuum = 3 X 10^10 cm/s


Article:
deg F = (9/5) X deg C + 32

deg C = 5/9 X (deg F - 32)

Fahrenheit temperature = 1.8  X temperature in kelviin - 459.67

Celsius temperature = temperature in kelvins - 273.15

Fahrenheit temperature = 1.8 X Celcius temperature + 32


Article:
Several users have called MIS complaining of a run-time error 3044.  Here is the current explaination.

Problem
-------------
Keeps getting run-time error 3044 when accessing parts database.

Solution
-------------
Database was being locked exclusively by another user.  Changed default startup so that database is shared.


Article:
Using the new features in SDS HelpDesk Solutions V4

1.  Issue Record Locking and Editing

Locking and editing an issue record

To Lock and edit an issue record that is being displayed, click on the Edit button.  

Observe the following

· If no other user has the same issue record locked then you should see the border of the issue screen turn green.  This indicates that the issue can be edited.
· The caption of the Edit button changes to Update.  And the caption of the Delete button changes to Cancel.

Canceling an Edit to the Issue Record

To abort an Edit, click on the Cancel button.  

Observe the following

· Any edits will be lost, and the lock on the issue record will be removed.  
· The original contents of the issue record will be restored.  
· The captions of the Update and Cancel buttons are restored to Edit and Delete.  
· The border of the issue screen returns to red indicating that the record cannot be edited.

Modifying and Updating the Issue Record

Make the desired modifications to the issue record and then click on the Update button.

	Observe the following

· The issue record is updated in the database.
· The captions of the Update and Cancel buttons are restored to Edit and Delete.  
· The border of the issue screen returns to red indicating that the record cannot be edited.
		

2.  Unlocking an Issue Record Remotely - Administrators Only

Unlocking an issue record

· Click on the menu item Admin\Locks.
· Find the record you wish to unlock.  Scroll the list as necessary.
· Select the desired record by clicking on the Record Id field for the record.
· Click the Unlock button.

Observe the following

· The selected record is removed from the list.
· The user that had the record locked cannot do an update of the record.  
· That user can cancel the update if desired.  
· If the user attempts an update the user will receive a message indicating that the record was unlocked by an administrator and cannot be updated and that the user's changes will be lost.
· The users screen will be refreshed with the original record when the user clicks on cancel or update.
· Another user, including the first user, can now lock and edit the record.
 

3.  Tracking the Time Spent Working on an Issue

Search for and select the desired issue record. (refer to the tutorial, user manual or on-line help for information on searching and selecting issue records)

Click on the Start Timer button.

Observe the following

· The caption of the Start Timer button changes to Stop Timer.
· The box next to the button displays the elapsed time in hh:mm:ss.

When the particular unit of work on the issue you are recording is complete, do the following.

 Click on the Stop Timer button.

 Observe the following

· The caption of the Stop Timer button changes back to Start Timer.
· A Time Sheet Entry dialog box appears.
· The dialog box displays the starting time, ending time, elapsed time, the billable time, and the entry type.
· The billable time defaults to the elapsed time, but can be changed by the user.
· The time sheet entry will default to being a billable entry.

The user now has the following options

· Change the billable time by entering a new value in the Billable Time entry field.  Therefore the elapsed time does not necessarily have to equal the billable time.
· Choose not to make the entry billable at this time.  At a later time a supervisor can make edits to the billable time entry and can make the entry billable if desired.
· Select the type of work performed by making an Entry Type selection.
· Cancel the entry altogether.
· Make an entry with the default or revised settings.

 To save the time entry click on Make Time Entry.

Note:  A shortcut from the Issue Manager screen to the Time Entry Manager screen is located next to the timer display box.  It is the button with the clock graphics.


4.  Analyzing Time Entries

You may analyze time entries by one of the following criteria.  Select one of the following options in the Filter By section.

· Organization
· Customer
· Contract
· Issue
· User
· Entry Type

Depending on the Filter By selection you must now enter the actual criteria used to select time entry records.   Make an entry into one of the following fields of the Filter Criteria section.  The wild card characters "*" and "?" are permitted.

· Organization
· Customer
· Contract
· Issue
· User
· Entry Type

If you wish to filter by date then select one of the date options in Filter By Date.  You may also arbitrarily select any date range desired by directly entering a date into the Begin Date and End Date entry boxes.

To make date entry easier, you may launch a calendar by clicking on the label next to the Begin Date and End Date entry boxes or by double clicking on the entry boxes.

Start the selection of records by clicking on the Find button.

Observe the following

· The selected records meeting the search criteria are displayed. 
· The Total Elapsed Time is displayed.
· The Total Billable Time is displayed.

Note:  The Start Time and Stop Time fields of the record are displayed as hh:mm:ss by default.  If it is desired to also display the date, then click on the Show Full Date/Time checkbox and click on the Find button again.


5. Printing and Previewing Time Entries

Snap Shot Reports

· Use the steps in Analyzing Time Entries to make record selections.
· Click on the Preview button for a screen display of the report or on the Print button for a hardcopy of the report.

Executive Reports

· Click on the Executive Reports icon on the toolbar.  
· Select the desired report and click on Preview or Print.

 6.  Editing Time Entries

Select the desired record by clicking on the Id field for the record.

The data from the selected record will be loaded into the following entry boxes.

· Organization
· Customer
· Contract
· Issue
· User
· Entry Type
· Start Time
· Stop Time
· Billable Time
· Billable/Non-Billable Option Buttons

The record data that was loaded into these entry boxes can now be edited.

Make desired changes to the data in the Filter Criteria section.

Note:  The data can be modified using the drop-down lists, pick lists, or for Organization and Entry Type, the lookup tables. Clicking on the label next to the Customer, Contract, or Issue entry boxes will bring up the Address Book, Contract Manager, or Issue Manager respectively.  You can then use the full search capabilities of these screens.

Make changes to the Start Time and Stop Time.

Note:  To make changing the Start Time and Stop Time easier, you may launch a calendar by clicking on the label next to the Start Time and Stop Time entry boxes or by double clicking on the entry boxes.

You may toggle the Billable/Non-Billable field by clicking on the Billable or Non-Billable option buttons.

If the time entry is billable, then the Billable Time field may be changed by editing the Billable Time entry box.  Enter the new data in hh:mm:ss format.

Click the Update button when you are finished editing the entry.

 7.  Adding Time Entries

· Enter the desired data into the Filter Criteria entry boxes.

· User
· Organization
· Customer
· Contract
· Issue
· Entry Type

Note:  The data can be entered using the drop-down lists, pick lists, or for Organization and Entry Type, the lookup tables.  Clicking on the label next to the Customer, Contract, or Issue entry boxes will bring up the Address Book, Contract Manager, or Issue Manager respectively.  You can then use the full search capabilities of these screens.

· Enter the Start Time and Stop Time.  

Note:  To make changing the Start Time and Stop Time easier, you may launch a calendar by clicking on the label next to the Start Time and Stop Time entry boxes or by double clicking on the entry boxes.

· Select Billable/Non-Billable.
· Click on the Add button.


8.  Deleting Time Entries

· Select the desired record by clicking on the Id field for the record.
· Click on the Delete button.

Title:
Using the new features in SDS HelpDesk V4


Article:
1.  Dial extension 3924
2.  Enter your existing password
3.  At the prompt, enter your new password
4.  At the prompt, enter confirmation
5.  Hang-up

Your password has been changed.

Title:
How to change your voice mail access password


