Self Service User s Guide

Transcription

1 Self Service User s Guide Numara Software, Inc North Westshore Boulevard Tampa, Florida USA Phone: (813) Fax: (813)

2 Track-It! 7.0 Self Service User s Guide Copyright 2005 Numara Software, Inc. All rights reserved. No part of this documentation may be copied, photocopied, reproduced, translated, microfilmed, or otherwise duplicated in any medium without written consent of Numara Software, Inc. Disclaimer Use of the software programs described herein and this documentation are subject to the Software License Agreement enclosed in the software package. Numara Software, Inc. makes no representations or warranties with respect to the contents or use of this documentation, and specifically disclaims any express or implied warranties of merchantability or fitness for any particular purpose. Further, Numara Software, Inc. reserves the right to revise this publication and to make changes to its content at any time, without obligation to notify any person or entity of such revisions or changes. Trademarks Numara Software, Inc., Track-It!, and the Numara Software, Inc. logo are trademarks or registered trademarks of Numara Software, Inc. All other product and company names mentioned herein may be the trademarks or registered trademarks of their respective owners. Published by Numara Software, Inc. Documentation Revision Date: December 28, 2005 Printed in the United States of America

3 Table of Contents Track-It! Self Service Guide... 1 Welcome to Track-It!... 1 Welcome to Track-It! Online Help System... 1 Using Track-It! Web... 1 Managing Your Service Requests... 2 Submitting a New Request for Service... 2 Viewing Previous Requests... 3 Completing Your Own Self Service Work Orders... 5 Finding Your Own Solutions... 8 Using Track-It! Self Service... 8 Using Track-It! Self Service Plus... 8 Searching the Solutions Database... 9 Installing Mac Audit Files on Macintosh Computers... 9 Running a Workstation Audit Viewing Workstation Information Managing Your Track-It! Account Changing Your Password Glossary Index iii

4 Track-It! Self Service Guide Welcome to Track-It! Welcome to Track-It! Online Help System The Track-It! Online Help System is a powerful online reference system that's organized similar to a book, with chapters and pages. To open a book or chapter, double-click on the book icon. A list of topics and/or chapters appears. To view a text topic, click on the page icon. To view a multimedia topic, click on the icon. In some topics, hyperlinks are available that link you to other topics, or in some cases, link you to other Web sites (such as the support web page link, below). To jump to the new topic or location, click on the hyperlink. To search for a topic, click the Search tab or button. Type in the term you want to find and press Enter. A list of topics appears. Double-click on a topic to open the page. (The Search tab or button provides a full-text search. Every topic that contains the term you entered will be displayed.) To find an item in the index, click the Index tab or button. Type in the term. A list of items appears. Double-click on a term. If it appears in several topics, select one from the popup window. To print a topic, select the topic, and click the print icon at the top of the screen. You can also print PDF versions of the entire help system for our products (by version number). See our support web page. Using Track-It! Web Track-It! Web is designed to allow end-users to search for solutions to your technical problems or submit and track service requests. Track-It! Web is designed to be powerful, yet easy to use. The Web interface takes advantage of easy-to-use graphical controls, although some browser controls may be deactivated depending on which portions of the application you're using. 1

5 Track-It! Self Service User's Guide A general site map on the opening menu gives brief descriptions of Track-It! Web options. Hyperlinks at the top of the view allow you to: Show or Hide the Contents navigational menu Change passwords if enabled Check the version of the Track-It! application (About) Access the Track-It! Online Help System Sign-off from the Track-It! Web application Track-It! Professional and Enterprise include Track-It! Web. Managing Your Service Requests Submitting a New Request for Service The Track-It! Web option allows authorized end-users to login and submit new requests for services such as problems, installations, and requests for training. You can also view any outstanding requests. As the request is received at the service provider's desk, Track-It! generates a work order with the information entered on your request and additional information such as service agreement time frames, costs, etc. As work orders are completed, they are added to the work order history for your PC so that the technician can track the activity on your system. To Create a New Work Order on the Web: 1. Click on Work Orders in the menu bar. 2. Click Add a New Work Order to open a new work order. 3. Enter a short summary of the problem in the Summary field. Your Requestor login links to the system inventory files to retrieve all relative information for the technician. Type a short description of the problem or request in the Summary field. You can add more details (if necessary) in the Description box at the bottom of the form. 4. Enter a phone number that the technician can reach you at during business hours. 5. Select the Priority, Work Order Type, Sub-Type, and Category from the options in the drop-down lists based on the type of action required. Your installation determines which options are available in these fields. 6. Click on ASAP or enter a requested completion date. The level of your service agreement affects the time allotted for resolution. 2

6 Track-It! Self Service Guide 7. Describe the problem or request in more detail in the Description field. 8. If you want to include a screen capture, document, or anything else that may help explain your problem, click the Browse button to locate the file that you want to attach. 9. Click the Submit button to create a new work order in the system. 10. A Request Confirmation displays to confirm receipt of the work order and provide the work order number. Important Note: Some installations of Track-It! include an enhanced Self Service Solutions module that opens automatically when a user clicks on the New Request option to give an opportunity for finding a resolution to a problem before entering a trouble ticket. This type of self service option has been developed to reduce the need for work orders and the time involved to resolve them so that resolution can be reached as quickly as possible. Track-It! Professional and Enterprise include Track- It! Web. Track-It! Self Service Plus can be installed as an Addon for Track-It! Enterprise. Viewing Previous Requests With a click of the mouse, you can see all work orders currently in the system for your login (requestor). To View a Previously Submitted Work Order: 1. Click on Work Orders in the menu bar. 2. Click on the Open Work Orders, Closed, or All tab to view your work orders in one of these groups. 3. Click on a Work Order Number to view the details of the request. Notice that you can add to the description of the work order, print the work order, add an attachment to the work order. 4. Click on Back to Your Work Orders to close the detail view of a previous request and return to the list view. 3

7 Track-It! Self Service User's Guide The table below provides a description of each of the fields contained in a work order. Work Order Fields Field Name Description Summary A brief statement of the problem, issue, or request. Type General identifier for the request (e.g., hardware, software, configuration, training, etc.) Subtype More detailed identifier for the request (e.g., failure, upgrade, etc.) Category Greatest level of detail for the request (e.g., PC, Macintosh, hard drive, memory, monitor, etc.) Requestor Name of the user submitting the work order. Date Entered That date that the request is received is recorded here. Priority Set a priority code based on your company's business rules and Service Level Agreements (SLA) commitments. Date Due Enter or edit the date that the request should be completed. 4

8 Track-It! Self Service Guide Technician Assigned The name of the technician assigned to resolve the work order. Date Assigned The date and time that the request was assigned to a technician or specialist for resolution. Completed Date The date and time that a resolution was reached. Description Text entered by requestor to describe the problem or request in more detail. Resolution A short description of what was done to resolve the issue. This field may include the requested completion date. Status The current condition of your work order (e.g., unassigned, assigned, completed, etc.) Asset ID A unique identifier for your specific asset. Service Level Agreements (SLAs) are a Track-It! Enterprise only feature. Completing Your Own Self Service Work Orders You can complete your own Self Service work orders in Track-It! Web. This is useful if you've found your own solution or want to cancel your work order. To Completing Your Own Self Service Work Orders: 5

9 Track-It! Self Service User's Guide 1. To find the work order you want to complete, click the Work Orders tab (View Screen Capture). 2. Click the Work Order number. The Work Order details display. (View Screen Capture). 6

10 Track-It! Self Service Guide 3. Click the Complete Work Order link. Enter a short description in the text box describing how you resolved the problem (View Screen Capture). 4. Click the Complete button. 7

11 Track-It! Self Service User's Guide A confirmation messages displays that your work order was completed. 5. Click the OK button. The work order will be removed from your Open Work Orders list. You can click the Closed or All links to view the closed work order. Finding Your Own Solutions Using Track-It! Self Service Track-It! Self-Service (a part of Track-It! Web) provides you with the ability to submit work orders, search for solutions and audit your own computer. You can: Submit work orders Add attachments to their requests View the status of their work orders Complete work orders This is useful if you've found your own solution or want to cancel your work order. Search the Track-It! Solutions for self help Perform an audit on your computer View Track-It! administrator announcements on the Track-It! Web home page If your organization has a license for Self Service Plus, you can use the advanced features (see Using Track-It! Self Service Plus). Track-It! Professional and Enterprise include Track- It! Web (Self Service). Track-It! Self Service can be installed as an Add-on for Track-It! Professional. Using Track-It! Self Service Plus Track-It! Self-Service Plus is an enhanced version of Track-It! Self-Service that provides a natural language search engine that helps end-users locate potential answers to their questions. If a user is unable to find an answer, he or she can request help by clicking a single button. All relevant data is entered into the work order and forwarded to the Track-It! Help Desk. Track-It! Self Service Plus can be installed 8

12 Track-It! Self Service Guide as an Add-on for Track-It! Enterprise. Searching the Solutions Database With Numara s Help Desk Solutions Database, you can reduce system downtime by electronically finding relevant solutions to your questions. An intelligent search engine uses resolved work orders and their solutions to provide solutions to your problem. It compares your question with solutions to similar questions and returns the most relevant and up-to-date information available. To Access Solutions to Common Problems: 1. Click on Solutions in the menu bar. 2. If they aren't automatically checked, click on the Summary and Details checkboxes. 3. Enter a word or phrase in the "Search For" field. 4. Click on the Search icon. The system returns all information available. 5. Click on the summary lines to see the type and details of the solution. 6. Click on Cancel to return to the main view. Installing Mac Audit Files on Macintosh Computers In order for your Track-It! technician to audit your Macintosh computer, you will need to install the Mac Audit files they send you via or from a shared network folder. To install Track-It! Mac Audit files on your Macintosh: 1. Save the OSXAuditInstaller.pkg.tgz file that you receive from your Track-It! administrator to your desktop. 2. Double click the installation package (OSXAuditInstaller.pkg) to extract the installer to your desktop. 3. Double click the installer package (.pkg) to launch the installation. 4. The Install Mac Audit dialog displays (View Screen Capture). Click the Continue button. 9

13 Track-It! Self Service User's Guide 5. Select a location in your file directory to save your file (View Screen Capture). 6. Click the Restart button when prompted. Your computer will be rebooted and the installation will be complete. 10

14 Track-It! Self Service Guide Mac Audit can be installed as an Add-on for Track-It! Professional or Enterprise. Running a Workstation Audit Track-It! has the ability to collect a wide variety of technical data and configuration settings from your workstation. If you're experiencing technical difficulties, you can submit a work order and the technician can access your audited information via the Web to better service your account. This functionality works even if you are running remotely from a different machine. You can login to Track-It!, run an audit, and then submit a service request. Depending on the type of support outlined in your service level agreement, the technician may choose to access your audit information to help resolve your problem. To Audit Your Workstation: 1. Click on the Run Audit icon to start the Audit wizard. 2. Read the note and click the OK button to continue. 3. If a Security Warning dialog appears, click the Yes button to install and run Track-It! Web Audit. 4. Click the Next button. The system displays status cues as the file names are recorded. 5. When the audit process has finished, the wizard displays views of your hardware and software information. 6. Click the Next button after you're done reviewing each set of audit results. 7. Click the Finish button to close the wizard and return to the main Track-It! Web page. Service Level Agreements (SLAs) are an Enterprise only feature. Track-it! Web is a Track-It! Professional and Enterprise only feature. 11

15 Track-It! Self Service User's Guide Viewing Workstation Information Track-It! Web provides an icon for Assets in the menu bar to give you quick access to a detailed view of information on the current computer. Information includes user name, department information, phone numbers, hardware details, and software details. To View Your Asset Information: 1. Click on Assets in the menu bar. Track-It! Professional and Enterprise include Track-It! Web. Managing Your Track-It! Account Changing Your Password End-user passwords are set by your service provider and can be configured to request that you change your password the first time you access the Web request interface. Or the provider may simply configure for you to create your own password on your first access. Another reason for changing passwords is for security purposes. Some companies have a business rule that requires you to periodically change your passwords. To Change Your Password: 1. Click User Account in the menu bar. 2. Click Change Password and enter your Old Password. 3. Enter your New Password, and confirm your New Password. 4. Click OK to save your entries. 5. Access Track-It! Web using your new password. 12

16 Glossary A Add: When browsing records in a particular module, users can insert a new record by clicking on Add to invoke a detail form (usually a modeless dialog box) for data entry. Once data entry is complete, the user may save or cancel the insertion of the record into the database. Adjustment: Purchase orders include a calculation to sum up the prices of each detail item along with shipping and tax. In some cases, particularly for international users, there may be other charges or taxes. In those cases, the user can enter an adjustment to ensure that the calculated total accurately reflects the real-world total for the purchase order. Answer: A solution to a problem in the Track-it! Web Self-Service solutions. Area: The middle level of the content area hierarchy for the Track-It! Web Self-Service solutions. Asset Number: Items represent hardware, software, or other entities associated with a specific inventory record. Each item may have an associated asset number, which is generally used to track an asset tag affixed to a given piece of equipment or software for inventory control purposes. Assigned: Work order tasks have an "assigned" technician responsible for resolving the issue. Assignment: Work orders may have assignments associated with them to break down higherlevel tasks into more manageable chunks or on a complex problem, to pass along an issue to a specialist. Each assignment has an assigned technician, date/time of request, date/time completed, hours (entered manually when the Completed field is entered), an associated charge (also entered manually), summary, and a description. Attachment: In Enterprise editions, you can attach supporting files to work orders by selecting Actions -> Insert Attachment. Once attached, files display on the Detail tab of the work order record. Attachments may be saved to disk or renamed, and they may be viewed with or without their associated file-type icons. Attribute: Another term used to describe a characteristic or property of an entity. Audit: An application that runs on client workstations to collect hardware and software configuration information. It may also be configured to collect specified files from the workstation. Once the configuration information is collected, it is written to a text file and copied to a network share where the information can be merged into the inventory records. (Process of scanning a computer system by running the audit32.exe application on the machine via a network or floppy disk.) Audit Disk: Workstations that are not connected to the network may be audited using an audit disk. From the console, the user can create an audit disk for all workstations or a subset of workstations. The audit application can be run from this floppy disk on the desired set of workstations and the results loaded and merged from the console application. Audit History: When audit results are merged, Track-It! writes field-level changes to a database table recording the previous value, the new value and the date/time of the audit. The History tab is accessible from the File Information tab of the workstation detail view. B 13

17 Track-It! Self Service User's Guide BDC (Backup Domain Controller): Backup Windows NT Server that periodically receives a copy of the directory database. The BDC can authenticate user logon requests if the PDC is busy or unavailable. Business Software Alliance (BSA): A non-profit organization funded by major software and hardware developers, such as Microsoft, Apple, Cisco, Dell, IBM, and Intel. The mission of the BSA is to convince current or former employees to report software license and copyright violations by their employers, thereby starting a chain of events that inevitably leads to an expensive and embarrassing result for the employer. C Channel: An interaction method for users to access the functionality of the Track-it! Web Self- Service solutions. Channels define methods of customer access and customer touch points such as Web, , voice, fax, etc. Each channel can customize the properties of the Self-Service engine. For example, the maximum number of answers returned might be different between a Web channel and an channel. Channels can be both input and output. Answers are typically returned on the same channels as input but this is not required. An example would be Web input, output (e.g., "Please mail me my forgotten password."). Close: Modeless windows in the console generally have a Close button used to exit the view. Clicking the Windows Close button (provided by the operating system) accomplishes the same task. Comments: A variety of views have a field (Comments) for free-form text. Completed: The status of a work order becomes "Completed" (resolved) when the user enters a date in the Date Completed field on the work order. Computer Name: The Audit application has a related setting that allows the user to specify whether the default workstation name is the current user's sign in ID or the computer name (Net BIOS name of the computer represented by the workstation record). This setting defaults to computer name. Concurrent License: In a network environment, the number of users who have access to a particular application can be greater than the number of users who are actually using the software at any given time. Provided that the number of users who are using the software at one time does not exceed the number of licenses that you own, your company will remain in compliance with the concurrent license that was purchased. Contact: Generally a person's name, this field is for a point-of-contact used in the context of vendors (purchase orders), items (workstations), and courses (training). Content Area: Hierarchies of area names that help define search spaces in the Track-it! Web Self-Service solutions. The content area hierarchy classifies answers. The Track-It! Web interface allows for three (3) levels of hierarchy to be specified for queries. Partial paths match content areas, meaning that a request for a more generalized content area (e.g., Software) will match an answer in any sub-domain (e.g., Software/Office/Word). Coordinated Universal Time (UTC): Defines the universal time zone, to which all other time zones are related. Copy Workstation: An option for speedy addition of workstations with similar configurations. Make copies of existing workstation records and then adjust the copied versions to reflect workstations newly added to the system. Course: In the Training module, the Courses field is used to describe classes and apply a descriptive name. Other fields include Instructor (can be selected from the table of support staff members), cost, contact information (phone, extension and fax information - presumably for the instructor), type, date, and an associated information field (but no 14

18 Glossary duration or end date), contact, and comment. Courses are associated with workstations (user IDs) in the Training module. When a course is added to a workstation, it indicates that the user of that workstation has attended a training course defined in the courses table. The information from the Courses table serves as the default for some of the fields displayed in the Training module. D Data Directory: The data directory resides beneath the application directory and is the repository for files generated during workstation audits. Data Transformation Services (DTS): A component in Microsoft SQL Server 2000 that is used to transform the data you store in your database into various formats. It can also be used to consolidate data from multiple sources into a single database. Default Security Policy: Allows full control over every module and feature within the application Delete: Main grids typically have a Delete option to allow a record to be removed from the database. Department: Organizational departments can be fully defined in the Define Tables dialog or they can be added on the fly from a variety of contexts within the console if the user has security privileges to do so. A fully qualified department record has the following attributes: department number, descriptive name, head (a support staff member or other person), phone and fax number, location (from the locations table), and comments. Department Head: The manager of a department may be someone on the support staff or another person. Department No.: A department may or may not have an associated department number. This field is populated from a user-defined table. Directory Database: The database of NT security information, which stores user IDs, passwords, and policy settings for the domain. Distributed Transaction Coordinator (DTC): A tool within the Support Services component of Microsoft SQL Server 2000 that is used to manage multiple transactions that span across multiple database servers. Domain: Audit results include network configuration information (Network) that specifies the domain to which a particular workstation belongs. This information is specific to Windows NT domain-based networks. Also, the top-most level of the Track-it! Web Self-Service solutions content area hierarchy. E Edit: Main grids have an Edit option to open a detail record with Save and Cancel buttons to commit or cancel changes to the selected record. Emotion Detector: (Self Service Plus) A plug-in that senses a user s emotional state by evaluating the words used in the request. Entity: An object or concept that has its own properties. Entity Relationship Diagram (ERD): A diagram that represents the relationship structure between entities, the attributes about the entities, and the instances that occur based on each entity. Escalated: Based on the escalation settings for technicians, Track-It! Monitor can reassign overdue work orders to other technicians for prompt resolution. 15

19 Track-It! Self Service User's Guide Escalation: Escalation occurs when a work order becomes overdue by a specified amount of time and is reassigned (escalated) to that person's supervisor or next level of support. This action is performed by Track-It! Monitor. You can configure escalation by editing a technician's account under File -> Lookup Tables -> Technicians. Click the Escalation tab and select to whom to escalate the work orders and the amount overdue required for the escalation to occur. Excluded Software: The administrator can move software from the Unidentified Software list into the Excluded Software list at any time. The most common items added to this list are system files, programs that come with the operating system, and applications that do not need to be tracked. F Federation Against Software Theft (FAST): Seeks to promote the legal use of software. Provides information on software copyright law in the U.K. and anti-piracy activity. Field: A column within a table that is used to hold individual pieces of information. File Information: The Audit application can capture files or invoke applications on the client and capture their output. The captured files and/or output are accessible from the workstation detail File Information tab. The files and/or command lines to be captured are configurable from the Audit tab of the Configure Track-It! dialog. Filter: Grids for all modules include a Filter option used to specify criteria specific to that module and present a subset of records based on that criteria. When the user clicks OK on the filter dialog, the criteria are applied to all records in the associated database table and the criteria are preserved until reset or deleted. If the user clicks the Cancel button on the Filter dialog, any currently applied filter is removed. Click the down arrow in column headers and select Custom to open the Filter dialog. Foreign Key: A field within a table that is used to relate an individual record of one table to records of another table. Greenwich Mean Time (GMT): Greenwich Mean Time (GMT) is also known as Coordinated Universal Time (UTC). Grid: Table of records displayed as rows and columns G H Handler: One of the Plug-In types in the Track-it! Web Self-Service solutions. Handlers attempt to respond to the request with something other than an answer from a knowledgebase. An example would be to automatically respond to a request for change of address or retrieve order status. Help Desk: The Help Desk module presents a grid of work orders. Users can add, edit, make assignments, work on assignments, close, and delete work orders or sub-tasks according to their security privileges. I IIS - Internet Information Server: An application that enables an NT server to host an Internet or Intranet Web site. Instance: An occurrence of an entity. 16

20 Glossary Instructor: In the Training module, courses have associated teachers (instructors). This field is populated from the Courses table, but can be modified when associating a course with a workstation. No distinction is made between internal and external courses, so this may not be appropriate for all cases. Inventory: The Inventory is a list of all workstations in the database. These workstations may represent PCs or they may represent some other type of object depending upon how the product has been customized. Item: The term "item" is used in several contexts. Items can be associated with workstations (referring to products), purchase orders (as details), work orders (as equipment), and library resources. The "Product Type" field categorizes an item as a monitor, network card, etc. Items have a descriptive name (referred to as product description), manufacturer, associated product type, part number, associated vendor, price, warranty description, maintenance description, pricing (with support pricing), contact name or description, and a comments field. L Lease: An item associated with a workstation may be leased (rented or acquired on a contract that may allow the item to be returned after a set time period for a set amount or purchased, as opposed to purchased outright). The user can specify the vendor that the item is leased from, the date the lease expires, cost of lease (price), and an alphanumeric identifier (lease reference number). Location: Users, work orders, courses, and library items may have a specified location, which is simply a descriptive name that may refer to a floor, building, office park, city, state, country, region, etc. based on your company's business requirements. M Maintenance: An item associated with a workstation may include a maintenance agreement. The user can specify the vendor who keeps the item operational, the date the maintenance agreement expires, and an alphanumeric identifier. Managed Software: It is the administrator's responsibility to maintain the Managed Software list. The purpose behind "managing" your software lists is to keep the Unidentified Software list empty, so you can quickly identify any new software that has been installed since the last audit. Manufacturer: Items have a manufacturer property that is distinct from the vendor property and does not have any associated contact information such as phone number, address, Web site, or address. Merge: Process that takes all the data collected from Disk and LAN audits and imports it into the appropriate Inventory databases and generates the audit history. Multiple Time Zones: Track-It! 7.0 uses UTC from the database server in order to account for time differences in work orders, purchase orders, etc. caused by users who work through midnight and work orders that were assigned across time zones. In these situations, Track-It! technicians and administrators may have performed workarounds in order to adhere to service level agreements, properly assign/escalate work orders, and generate accurate reports. Named (per Seat) License: Named licenses are applied to a specific user name on a workstation (or server) and guarantee that user access to the licensed application. In N 17

21 Track-It! Self Service User's Guide general, if you can "name" all of the users of a particular software application, then you can purchase a named license for each of those users. Network: This field could be used to record the physical network that a given workstation is connected to, a subnet, a default server, or some other attribute according to a company's business rules. New Program: The audit process attempts to determine the serial number of an application. If it is unable to determine the serial number, it populates the Serial Number field with "NEW PROGRAM." Normalization: The process of breaking down large tables into smaller ones to prevent data duplication within a database. Notify: When browsing work orders or viewing a specific work order, the user can select the Actions -> Notify menu to send a message to the requestor via or the responsible support staff member via , pager, or network message (if appropriately configured). O Open (Floating) License: These "unmanageable" license types are typically managed by the application itself (e.g., lock out users when license is exceeded) or they don't need to be managed. Consider Track-It!'s concurrent licensing, for example. The license file controls the number of technicians who can access the application. Original Equipment Manufacturer (OEM): Original Equipment Manufacturer (OEM) is a company that supplies equipment to other companies to resell or incorporate into another product using the reseller's brand name. Dell, for example, typically includes a preinstalled copy of Windows on their computers. Overdue: The defined workflow for work orders transitions from new to overdue, escalated, and completed (with overdue and escalated occurring conditionally). Work orders have a due date associated with them to determine whether they are overdue. Track-It! Monitor can escalate work orders in accordance with the escalation criteria defined in the Technicians table. P Part No.: Items can have part numbers associated with them for further identification when associated with workstations. Password: Technicians and users can be assigned passwords to gain access to the application. There are no restrictions on the minimum length of the password or the sequence of characters in it. PDC - (Primary Domain Controller): Primary Windows NT Server that authenticates domain user logon requests and maintains the directory database for the Domain. Phone Number: Views that access information for users, vendors, requestors, library records, courses (presumably for instructors), departments, and technicians have fields for phone numbers. In some, but not all cases, the field accommodates extensions. Plug-In: A module for adding additional processing to the Track-It! Web Self-Service solutions engine. There are three types of plug-ins: Processors, Handlers, and Retrievers. Position: This field is for users' job titles. Preferences: Opportunities for individual user-specific customizations to optimize the desktop work environment. 18

22 Glossary Primary Key: A field within a table that is used to uniquely identify individual records of that table. There cannot be duplicate values in the field designated as the primary key. Priority: Work orders have Priority settings, which have a time period associated with them used to calculate the default due date/time for a new work order. Processor: One of the plug-in types in the Track-It! Web Self-Service solutions. Processors analyze the request to determine the content and intent of the request. Product Type: Items have a specified product type associated with them. Purchase Order: Purchase order records represent real-world contract to buy merchandise (purchase orders). Purchasing: The Purchasing module lets the user view the list of purchase orders (open, closed, all), create, copy, edit, and delete purchase orders. P.O.s can also be sent via to vendors to speed processing. Purge: To maintain a manageable database, a maintenance utility is available from Tools -> Database Utilities -> Purge Databases. When the purge operation is complete, the number of deleted records is reported. Q Quick Statistics: The Purchasing and Help Desk modules have a toolbar icon to display a summary of the number of work orders or purchase orders in different significant states (e.g., overdue, due today, due tomorrow, etc.). This information is not hot-linked to the actual data via filters or any other means. It is a static snapshot and not updated if left open. Information at the top pertains to the signed-in user, while the statistics in the second set are for all records in the system. R Received: Purchase orders can be marked as "received" to denote that the ordered items have arrived. Once a purchase order has been marked as received and saved, the purchase order items are associated with the Unassigned Equipment record in Inventory. You can move items from Unassigned Equipment to the workstation(s) that require the equipment. Record: A record is a column within a table that is comprised of related fields. Remote Control: Track-It! Remote allows console users to initiate remote control sessions for client workstations that are running the remote control software. The software (tiremote.exe) is typically deployed via logon script. Replication: A component of Microsoft SQL Sever 2000 that is used to automatically distribute and synchronize your database and its objects with other servers. Request: A query that is made by a user to the Track-It! application. Requestor: The person who initiates a work order or asks a question of the Web Self-Service solutions engine is identified as the requestor. Resolution: The solution to an issue in an open work order. Retired Software License Record: Software license records are retired when a license is upgraded, or when??? Retriever: One of the plug-in types in the Track-it! Web Self-Service solutions. Retriever searches an answer source, based on the content of the request. S 19

23 Track-It! Self Service User's Guide Serial Number: Software items associated with workstations may have unique identifiers. The audit application attempts to gather these serial numbers when it finds particular software applications. Service Level Agreement (SLA): These are the terms of the contracts driving the level of service for a customer. They typically include a prioritization, response time, and resolution commitment. Sign In ID (Logon): Users can have a sign in name with which to gain access to the application. This name is not necessarily related to their username on the network. Site License: A site license entitles an organization to receive one physical copy of a software application and to install it on the specified number of individual workstations, or make it available to the specified number of users on a network. You don't really need to track site licenses because all of the users in your organization are covered. Software Compliance: Represents the results of a comparison between the number of employees in your organization who use a particular software application and the number of purchased licenses that are available. The overage or underage of??? Software License Management (SLM): Software License Management (SLM) is the ability to track software license purchases and installations, and compare those values to determine your organization's level of license compliance. Software License Source: A software license source represents "how" a license was purchased. License sources include: OEM, retail package, upgrade, and home-grown. Software License Type: By default, Track-It! provides three software license types: named (per seat) licenses, concurrent licenses, and site licenses. Software Title: A software title is a database record that represents a specific product, publisher, and version: Microsoft Office Professional XP and Track-It! Enterprise Version 7.0 are two examples. Software Transaction Record: A software transaction record represents a license purchase for a specific software title. Over a period of time, for example, you may have multiple transaction records that pertain to a single software title. Solution: Ways to solve common problems are stored within a hierarchical structure organized into folders. Users can search the Solutions database for possible answers to issues raised in open work orders. Specialist: An assigned technician who is solely responsible for a certain type of work order. When a new work order is created and the type is selected, the Assigned Technician field is pre-populated if it is associated with a specialist. System Information: The configuration information for a particular workstation is a subset of the audited system information. The audit application displays this information in a navigable tree structure, similar to the Window's Device Manager. T Table: A structure, comprised of fields and records, within a database that is used to hold information. Technicians: Broad term used to describe help desk technicians, analysts, managers, purchasing agents, trainers, accountants, and anyone else who is granted access to one or more Track-It! modules for the purpose of entering or viewing data. Terms: The payment arrangements for a purchase order (e.g., net 30). Tier: Work order categorization: Types, Sub-types and Categories. 20

24 Glossary Title: This is a field for technicians and refers to their job titles. Training: The Training module tracks the courses that each user (related by workstation ID) has attended. Transfer: Items associated with one workstation can be moved and re-associated with another. This is a common activity for the Unassigned Equipment workstation, which serves as a repository for received items that are later transferred to actual workstations. Type (Work Order): Work Order Types are high-level identifiers for problems. Each work order type can be divided into subtypes, and each subtype can be divided into categories. U Unassigned Equipment: In Inventory, when items are received from Purchase Orders or items are deleted or transferred from workstations, they are designated as Unassigned Equipment. This is a placeholder in Track-It! for items that have not been assigned to a workstation. UNC - (Universal Naming Convention): The full path to a Windows NT resource on a network. The syntax is \\servername\sharename, where servername is the name of the NT server on which the resource resides and sharename is the name of the shared folder or drive. Unidentified Software List: All software audit results are stored in the Unidentified Software list after each audit, until the Track-It! administrator moves the results into one of the other lists. Upgraded Software License Record: A software license record may be "upgraded" in the Track-It! database if you own a previous version of the application and you have purchased a license for a newer version of that particular application. When a software license record is upgraded, the old license record is retired and a new license record is created. User-Defined Field: Several objects have user-definable fields that can be setup from the Tools - > Options -> Configure Track-It! tabs. Customized labels for user-defined fields are independent of Track-It!'s core customization file. Contact the Professional Services department at Numara Software for further information on customization options. User Info.: Workstations and work orders have user information associated with them. In the case of work orders, the user information is copied from the workstation record in the Inventory module. Users: Users are the people who use the workstations listed in Track-It!'s Inventory module. They are the people who call the help desk for support in the form of problems, requests, and questions. Users are not granted Track-It! security privileges, because they don't have the ability to directly access any of the modules. Their access points are limited to verbal requests, requests, and the Track-It! Web requests. V Vendor: Vendors are associated with purchase orders and managed from the table in the Define Tables dialog. They are unrelated to manufacturers. Warranty Expiration: Items associated with workstations have attributes to describe an associated warranty. The Warranty Expiration field is used for the date the warranty coverage ends. W 21

25 Track-It! Self Service User's Guide Work Order: These are the forms used by technicians who work with the Help Desk module to manage users' requests for service. Work Order History: The Work Order History tab provides a listing of all work orders that are associated with a particular requestor. This tab can be found by opening a work order in the detail view and then clicking on the History tab. Work Order Number: When a new work order is created, the console automatically assigns a numeric identifier to it. This identifier can be edited if the setting is activated in the Tools - > Options -> Help Desk tab by selecting the Edit WO Number checkbox. Work Order Template: Allows Track-It! administrators to pre-populate information that routinely appears in help desk work orders. For example, you can automate the creation of work orders for resetting user passwords, replacing network components, restoring lost data, and other types of problems that may commonly occur within your organization. Workstation: A workstation is represented as a specific record in the Inventory module and has a unique identifier. One user can be associated with many workstations, but each workstation can only be associated with one user. Workstation Identifier: Workstation numbers are incremented and assigned automatically. Track-It! uses this field in combination with the MAC Address to generate unique Track-It! record identifiers. Workstation Manager: Track-It! Workstation Manager consists of two applications: Track-It! Remote and Track-It! Audit Plus. Track-It! Remote is an add-on module that allows technicians to administer user machines remotely via the network, using the Track-It! application as the console. If you purchased a license for Track-It! Remote, the options will be enabled when you launch Track-It! and the Remote Control buttons will be active. Track-It! Audit Plus allows you to audit workstations via login scripts, Track-It! Self Service, or disk, plus it has the ability to run as a service. 22

26 Index A Adding...2 P Password...13 S Solutions...9 T Track-It! Web... 1 W Web... 1 Work Orders... 2 Workstation Audit