It is possible to set a service request type as the default if custom request types have been previously created see User Defined Fields , The selected service request type in this drop down menu will be the default request type when users log requests. HelpSTAR allows you to compress all file attachments.
By default, the maximum compressed file size for an attachment is 99 Mb. You have the option of storing Attachments in the database. If you elect to store Attachments in the HelpSTAR database then they will be included whenever you back up or move your database.
However, the size of your database will increase proportionately with the use of Attachments. This may be a concern if you are running SQL Server Express Edition, which has a maximum database size of 10 gigabytes.
You may elect to store Attachments in the Attachments folder:. However, to preserve these attachments you must ensure that this folder is continually backed up. This section allows you to select whether or not end users have the option to add themselves to the HelpSTAR database and log in. You can specify whether the users who add themselves are going to be added as external users users outside of your organization or internal users users within your organization.
Note: Since users can enter their user and company information manually, this option may result in multiple instances of users and companies in your database. This will happen when a user or company is entered that does not match the previous entry made for that user or company. If this happens, you can use the Merge function to combine these duplicate records. For more information on merging users, please see Merge Users.
For more information on merging companies, please see Merge Companies. If you experience problems auditing these machines, see the section on Troubleshooting Network Audits. Audit Current Workstation. Configure Discovery Schedule. Document Discovered Hardware. Document Discovered Software.
Troubleshooting Network Audits. Audit By Login Script. Configure the Network Audit Service Overview: Using the Network Audit Service you can remotely collect detailed hardware and software information about the machines on the networks you manage, and automatically store this information in the HelpSTAR database.
Network Audit Engine Installation Prerequisites: The Network Audit Engine must be run as a domain user that has administrative rights on the machines being audited. Check the Network Audit Engine option and click Next. You will be prompted to specify the domain account that this service will be run under. To set up the Windows Management service to start automatically on a Windows 95 or Windows 98 system, you must make the following changes to the operating system registry.
In the registry, navigate to the value named EnableRemoteConnect?. Configuring the workstation for user-level access Go to the Control Panel and open "Network". Reboot the workstation when prompted. You will need to change the settings to allow remote connections. This can be done by using the DCOM configuration utility, as follows: a. Run the dcomcnfg. Select the "Default Properties" tab. Change "Default Authentication Level" to "Connect". Then select the "Applications" tab. You can also view calendars of other support reps.
See Calendaring for more information. This section will allow you to view any Announcements that have been created via the Windows Client. If specified, these announcements may also appear on the End User Web Portal.
This section will allow you to view your calendar appointments for the day. Note: this view is read-only access.
You will not have the option to create or modify meeting appointments from this view. On the Home Page of the Privileged Web Portal, each support rep will have a quick summary of any requests or messages that require their attention.
Overdue: This view will list requests where a Due Date has been assigned and has reached or exceeded their Due Date. In Dispatch: This view will list all requests that have been logged that are awaiting prioritization and forwarding to the correct queue or person to be addressed. In Queue: This view shows all requests currently awaiting service in any existing queue folders.
The requests in this view are sorted in order of priority to ensure that critical and high priority requests are handled first. In Service: The view will show all request that currently are assigned to you. It will also allow a privileged user to see requests that are also assigned to other support reps. Reminders : View a list of notifications typically set by yourself or another privileged user to call attention to an item either immediately, or in the future.
Workspace: View all the requests in your Workspace. Your Workspace will display a listing of all open requests that are assigned to you. Alerts: View a list of all your alarms, a notification to the appropriate Support Rep s that a request needs to be dealt with. For more information please see Alerts. Reminders : A list of all the Reminders sent to you. Overdue : A listing of requests where a Due Date has been assigned and reached or exceeded that Due Date.
Calendar : View your any appointments or meetings you have scheduled via the My Calendar view. Request History: Choose from a drop down menu to view a history of all requests logged by:. Contact History: Choose from a drop down menu to view a chronological view of all of the recent contact with a particular:. Organizational Unit.
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