HelpNet! V .9 Copyright 1994, Enlighten Development. Friday, June 5, 1995 CompuServe: 73650,165 (primary access) For Comments and Bug reports needing to be sent through the mail, please send to: Enlighten Development 1109 S. Kernan Street Appleton, WI 54915 ------------------------------------------------------------------- HelpNet! is a 32-bit Helpdesk application that not only Logs Call Tickets, but has an extensive query engine for Problem Resolutions and Clients. Some of its features include: 32-bit multi-tasking, multi-threaded Database queries. NETWORKABLE! Unlimited amount of Users on a LanServer Network. FoxPro Database Compatibility. Call Ticket Logging. Time Tracking on a Per Call Ticket basis. Problem Resolution Lookups. THREE LINKED levels of Categories to choose from in describing a problem. 32,000 character limit on both Problem Description and Resolution. EMAIL Enabled! Lotus Notes, and CC:Mail via the VIM Standard. (Sends out Questionaires and retrieves replies and appends them to the problem resolutions). IN/OUT board for Specialists. Automatic Call Escalation. And MORE, much more... ------------------------------------------------------------------- I. General HelpNet! provides an IS Manager with a simple, straightforward way to create and maintain a Help Desk system suited for ANY type of NETWORK or Application. The reporting feature is perfect for management to get an idea of what problems are occuring and where. The problem resolution queries save HOURS of time so you don't have to "re-invent the wheel". If a problems been fixed before, then the resolution is just a mouse click away! II. BETA Version. 1. This copy of HelpNet! is FULLY functional with a few minor updates needing to be completed - HOWEVER, Tickets in the Call Ticket Datafile are limited to 600 (However, this isn't so major of a limitaion as you can Archive the Call Tickets and Enter more). We are sending this version out to get a few responses as to how the end user agrees with the Interface, as well as the functionality of the application. NOTE: Although in BETA, this copy of the HelpNet! has been FULLY tested to ensure that Data Integrity will not be an issue. It is currently being used by multiple companies as their sole Help Desk Application without a SINGLE problem in the last year. Among a few of the descrepencies you will note are: Site Configuration Screen: - The "Hours worked" are not used in anything within the HelpNet! Application at this time. It is planned that they be used for the Automatic Escalation feature. Currently, If you Escalate your calls, the calculations are done using 12:00am to 12:00pm. One option we are looking in to is to perhaps allowing for the hours worked to be configured PER Speciailist rather than a particular Site. let us know what you think! Reports: - A few reports are not finished yet. Any ideas from you on what type of reports are important to your organization will be most appreciated. Specialist Setup: - Paging is currently unsupported, so the EntryField for the Pager Number has been disabled. Client Information: - Sorting is not functional yet. Resolution Lookup: - Time Tracker is not enabled for lookups on Tickets listed in the Resolution Container. Miscelaneous: - Online Documention is incomplete. Sorry about that, but more documentation is on the way, watch the bulletin boards for an update to the documentation soon... (If you require any assistance in the mean time, please feel free to contact us Via the aformentioned CompuSever ID). And again, the basic format of our help files will be consistant with what is currently available. If you have any comments on it, please let us know. - Title Bar Colors are not effected by the changes made in the HelpNet.INI file. - Container Colors will NOT function under OS/2 2.11. (This is a bug in OS/2 2.11 - they will work fine under OS/2 2.0, 2.1 and 3.0). Currently under development for this release of HelpNet!: Routing: - The ability to have multiple databases is a must, so the routing capabilities are almost complete. Allowing Call Tickets to move from one Database to the next. Documentation: - Much, much more documention on how to both implement the Help Desk as a whole, and how to apply the HelpNet! application as it was meant to be used. Currently under development for the Next major release of HelpNet!: Mulitmedia capabilities: - Voice integration on Problem Descriptions and Resolutions. - Playing AVI files to help with demonstrations. - Client Information is being expanded to include MUCH more information (Equipment, Applications, Pictures and Business cards). - Better EMAIL Integration. Allowing End Users without OS/2 to use either cc:Mail or Lotus Notes to open a Call Ticket. - And any MAJOR changes you feel would make this application the Best Help desk package available today! And again, if you find ANYTHING you think could be done better or something you believe should work, but doesn't - let us know and we will rectify the situation. PRICING: FOR A LIMITED TIME: The HelpNet! application will go for the LOW price of just $3995.00 per Database. This price reflects the problems you may have running the BETA version as well as the FREE upgrade to the completed version when it is released. Considering the Multi-user capabilities to this system, and the fact that UNLIMITED users are supported we feel this is the BEST 32-bit OS/2 Help Desk system you will find for the price! A Maintence agreement is also available, allowing for unobstructed updates to future Major releases of the HelpNet! application. Have a question, comment or complaint regarding HelpNet! ?, please feel free to get in touch with us Via CompuServe at ID 73650,165.