LAN Support Center   
  
Copyright 1994, McAfee, Inc.  All rights reserved.  

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Part One: Using LAN Support Center  
==================================  

5.0  Setup and Administration  
  
The previous chapter provided an overview on accessing LSC ticket data.   
This chapter discusses the setup and administration of the LSC parameters.    
  
  
5.1 Introduction  
  
The LAN Support Center setup and administrative procedures require minimal   
effort on the part of the LSC administrator.  For those aspects of the system   
which do need to be maintained, the procedures for doing so are simple and   
intuitive.  
  
LSC setup and administrative procedures include the following:  
  
o  Assigning support staff logins and granting rights  
o  Setting up account IDs  
o  Setting up company IDs  
o  Defining the database labeling scheme   
o  Maintaining qualification lists  
o  Defining the types of problems to be tracked  
o  Archiving and restoring tickets  
o  Printer setup and administration  
  
NOTES:  a -  LSC can be used immediately after installation.  
	b -  There should be one LSC administrator primarily responsible 
for the features discussed in this chapter.  
  
5.1.1 What's in this Chapter  
  
The following chart describes the sections in this chapter:  
  
SECTION                         DESCRIPTION  
  
Database Labeling               Provides procedures for customizing the LSC   
				database labels to satisfy the requirements   
				of your support environment.  
  
Staff Membership and Security   Provides procedures for assigning LSC login   
				names, passwords and access rights.  
  
Account IDs                     Provides procedures for setting up LSC   
				accounts. Also provides procedures for   
				editing and deleting account information.  
  
Company IDs                     Provides procedures for setting up LSC   
				company data.  Also provides procedures for   
				editing and deleting company information.  
  
Qualification Lists             Provides a description of the LSC   
				qualification databases.  Also provides   
				procedures for adding, modifying and deleting   
				items in any of the database lists.  
  
Archiving and Restoring Tickets Provides procedures for moving a group of   
				selected tickets into an historical database.    
				Also provides procedures for restoring   
				archived tickets into the current database.  
  
Printer Setup & Administration  Provides procedures for defining the printer   
				on which you want to generate LSC reports   
				and for setting print parameters.  
  
  
5.2 Database Labeling  
  
The LSC database labeling scheme greatly affects the way support data is   
entered, retrieved and compiled during report generation.  The database   
labels are used to categorize the ticket information, and as a result,   
database planning and labeling becomes an important factor in your   
installation and use of LSC.  
  
Planning the LSC database labels should begin with a review of your   
organization's current support procedures.  For example, after the   
evaluation, you might discover that a label or field called COMPANY is more   
applicable then the default label called DEPARTMENT.  Further, you might find   
that SITE should be used in place of the FIRST NAME field.  
  
NOTES:  a -  Before modifying the database labels, review several of the   
pre-defined reports supplied with LSC.  Reviewing the reports will help you   
determine if your organization requires database label changes.  Chapter 8   
of this manual presents the procedures for generating and customizing LSC   
reports.  Also refer to section 8.5 entitled "Sample Reports" to view   
several illustrations of the pre-defined LSC reports.  
	b -  Any changes made to the database labels are also reflected in 
the reports.  
  
LSC provides a default labeling scheme which can either be tailored to   
satisfy the requirements of your support environment or can be used without   
any modification. After careful planning, the labels in the Label Options   
dialog box can be modified to reflect your support tracking requirements.  
  
NOTES:  a -  The fields which have a down arrow button represent LSC   
"qualification lists" (discussed in detail in section 5.6). Changing the   
name of one of these fields also changes the name of the associated   
qualification list.  
	b -  In all qualification lists except Priority, entries can be 
added, removed or modified.  (Even if the Priority label is changed, the 
predefined Priority-type names can only be edited.)  
  
5.2.1 Customizing Database Labels  
  
Use the following procedure to customize the ticket label names.  
  
1.  Choose the Label Options command from the Administration menu.  
  
    The Label Options dialog box displays showing the currently defined   
    labels for each field in the LSC ticket database.  
  
2.  Make the appropriate changes to the labels.  
  
    To change a label name, move the typing cursor into a field, delete the   
    existing label and then type the new label name.  
  
NOTES ON MODIFYING LABELS:  a -  Press the <TAB> key to move the cursor   
quickly from field to field in the Label Options dialog box.  
	b -  Labels can consist of any typed characters.  The new label name
must fit in the field space provided (i.e., the fields do not scroll).  
	c -  The following fields are linked to the Account ID field: First 
Name, Last Name, Phone, Department and Network Address.  For example,   
assume that the following information is entered for a new ticket:   
Account ID=BLUE RIBBON, First Name=MARY, Last Name=JONES,   
and Department=SALES.  In this case, the next time that BLUE RIBBON   
is entered into the Account ID field, then MARY, JONES and SALES will   
automatically display in the First Name, Last Name and Department   
fields, respectively. These fields remain linked even if their label names   
are changed. (Accounts are set up using the procedures in section 5.5.)  
	d -  The Product Category field is a sub-field of Problem Type.  For
example, a Problem Type might be entered as "Software."  Related   
Product Categories might then be entered as "Spreadsheets" and "Word   
Processors."  These fields remain linked even if their label names are   
changed. (Product Categories are defined using the procedures in   
section 5.6.2.)  
  
3.  Choose the OK button to save the changes.  
  
    The Label Options dialog box closes, and all Ticket windows will reflect   
    the new labels.  
  
NOTE: Labels can be modified after issuing and saving tickets; however, all   
ticket data reflects the database labels that are present when the ticket is   
saved.  For example, if a ticket is saved with JOHN in the First Name field   
and the First Name label is later changed to Company, then the same ticket   
will have JOHN in the new Company field.   
  
  
5.3 Staff Membership and Security  
  
Every LSC support staff user must be assigned a unique ID and password which   
defines the LSC activities he or she can perform.  The unique ID also   
determines the first three characters of all tickets created by the user.    
(For more information on the ticket numbering scheme, refer to the discussion   
in section 4.3.1.)  
  
Before LSC is launched, the user must provide a valid user name and password   
combination.  When a user successfully logs into LSC, the LSC application   
window displays.  
  
Defining LSC staff users and assigning unique IDs and passwords is an   
on-going action performed by the LSC administrator.  In addition to adding   
and removing users, the LSC administrator is responsible for granting user   
rights and modifying those rights if the users' support responsibilities   
change.  
  
NOTES:  a -  The commands available from the Administration menu are enabled   
only for those users who are granted the appropriate rights. For example, if   
Dan is not given the right to Setup Staff, then the Setup Staff command on   
Dan's Administration menu is disabled.  
	b -  Changing the default LSC login name and password (i.e., LSC and 
LSC) is highly recommended.  
  
5.3.1 Adding Support Staff  
  
Use the following procedure to add new support staff members and define   
their rights within the LSC environment.  
  
1.  Choose the Setup Staff command from the Administration menu.  
  
    The Setup Staff dialog box displays listing the initials of the defined   
    LSC staff members.  
  
2.  To add a new staff member, choose the Add button.  
  
    The Add Staff dialog box displays.  
  
3.  Enter the new staff member's information.  
  
    Enter the following information for the new LSC user:  
  
	o  Staff Initials - Enter a unique code for the new user's LSC login   
	name.  A maximum of 3 characters can be entered.  
	  
	o  Full Name - In the field space provided, enter the new user's   
	full name.  This is an optional field.  
	  
	o  Enter New Password - Enter the new user's 8 character password.    
	This is an optional field.  The typed information displays as   
	asterisks for password protection.  
	  
	o  Verify New Password - Verify the 8 character password entered in   
	the above field by re-entering the new user's password.  This must   
	exactly match the password entered in the Enter New Password field.    
	The typed information displays as asterisks for password protection.  
	  
	o  Rights Granted For Qualification Lists - Place a checkmark next   
	to each qualification list the user is able to modify.  For example,   
	if a new user is to be restricted from modifying any of the   
	qualification lists, then do not check any of the qualification list   
	items in the Add Staff dialog box.  
  
NOTE: When a user is restricted from modifying a qualification list, the   
user is unable to add/edit entries via the Qualification Lists dialog box   
or the Ticket window.  For example, if Dan is not given the right to modify   
the Problem Type list, then he cannot edit the Problem Type qualification   
list entries (via the Administration/Qualification Lists command).  Dan also   
cannot enter a new problem type into the corresponding field of a Ticket   
window.  In this case, Dan can only select existing entries from the Problem   
Type field drop-down list.  
  
	o  Rights Granted For Actions - Place a checkmark next to each LSC   
	action the user is allowed to perform.  Rights for the Edit Tickets   
	and Delete Actions options can be further defined to include one of   
	the sub-categories.  For example, a new user might be allowed to edit   
	only the tickets assigned to him or her.  
  
NOTES:  a -  Having only one "LSC Administrator" who is given the right to   
Setup Staff and Define Label Options is recommended.  
	b -  By default, all rights are enabled when adding a new user.  
  
4.  Choose the OK button.  
  
    The Add Staff dialog box closes, and the initials entered for the new   
    staff member are listed in the Setup Staff dialog box.  
  
5.3.2 Maintaining Support Staff  
  
As staff positions and responsibilities change, the LSC support staff   
information must be maintained.  For example, assume that Mary receives a   
promotion to Support Manager.  As a result of Mary's promotion, her LSC   
rights may be modified to allow for ticket deletion, report generation and   
archiving/restoring ticket databases.  
  
Use the following procedure to delete or edit an existing support staff   
member's information.  
  
1.  Choose the Setup Staff command from the Administration menu.  
  
    The Setup Staff dialog box displays listing the initials of the defined   
    LSC staff members.  
  
2.  To delete a staff member, highlight the staff member's name in the Setup   
    Staff dialog box and choose the Delete button.  
  
    The message "Delete the Staff selected?" displays. Choose the Yes button   
    to delete the staff member.  
  
3.  To edit a staff member's information, highlight the staff member's name   
    in the Setup Staff dialog box and choose the Edit button.  
  
    The Edit Staff dialog box displays.     
  
4.  Edit the staff member's information.  
  
    This box is identical in form and usage to the Add Staff dialog box with   
    the exception that the operations are performed for an existing LSC user   
    rather than for creating a new user.  
  
5.  Choose the OK button.  
  
    The Edit Staff dialog box closes.  
  
  
5.4 Accounts IDs  
  
LSC accounts can be defined to identify companies, persons or events for   
which tickets are created.  The benefits of assigning account IDs to tickets   
are as follows:  
  
o  Assigning account IDs to tickets enables you to categorize the tickets   
according to an account.  The Ticket window has an Account ID field in   
which the account's identifying code or name can be entered to indicate that   
the ticket "belongs" to a specific account.  For example, it might be helpful to   
list all tickets that were created for the Blue Ribbon company.  By doing so,   
you can determine the types of problems that Blue Ribbon is having and   
incorporate new procedures to eliminate the problems.  
  
o  Assigning account IDs to tickets facilitates data entry.  When an existing   
account ID is selected from the drop-down list in the Ticket window, the   
related account information is automatically entered.     
  
o  Related account information includes an Account ID, First Name, Last Name,   
Phone, Department, Network Address and Company ID.  
  
NOTE: Assigning a Company ID to the account links the company data with the   
account data.  Each time an account ID is entered on a ticket, the ticket's   
contact details information is automatically populated with the company data.  
  
Accounts are set up and maintained using the procedures in this section.    
  
5.4.1 Adding Accounts  
  
Use the following procedure to add new LSC accounts.  
  
1.  Choose the Setup Account command from the Administration menu.  
  
    The Setup Account dialog box displays listing all accounts.  
  
2.  To add a new account, choose the Add button.  
  
    The Add Account dialog box displays.  
  
3.  Enter the new account information.  
  
    Enter the following information for the new LSC account:  
  
	o  Account ID - Enter a unique code or name to identify the new   
	account.  A maximum of 55 characters can be entered.  For example,   
	enter "Blue Ribbon" to identify the Blue Ribbon company account, or   
	enter #3456 to identify the customer having account #3456.  This is   
	the only required field in the Add Account dialog box.  
  
	o  First Name - Enter the first name of the person assigned to the   
	account.  A maximum of 20 characters can be entered.  
  
	o  Last Name - Enter the last name of the person assigned to the   
	account.  A maximum of 20 characters can be entered.  
  
	o  Phone - Enter the phone number of the person assigned to the   
	account.  A maximum of 27 digits can be entered.  
  
	o  Department - Enter the department in which the person assigned to   
	the account belongs.  A maximum of 30 characters can be entered.  
  
	o  Network - Enter the network address of the person assigned to the   
	account.  A maximum of 20 digits can be entered in the following   
	format: 8 digits:12 digits (the colon is required).  
  
	o  Company ID - Enter the unique code or name which identifies the   
	contact details to be attached to all tickets that are assigned the   
	account ID.  A maximum of 40 characters can be entered.   
  
NOTES ON ENTERING ACCOUNT INFORMATION:  a -  Entering a company ID in the Add   
Account dialog box links the account data to the company data.  Each time   
the account ID is entered in a Ticket window, all related company data is   
automatically entered in the ticket's Contact Details dialog box.  Refer to   
the procedures in section 5.5 for setting up Company IDs.   
	b -  If you have changed the database labels for First Name, Last 
Name, Phone, Department or Network, then the changed labels will be reflected
in the Add Account dialog box.  
	c -  The information entered in the First Name, Last Name, Phone, 
Department and Network fields is only added to the corresponding 
qualification list when the account is used in a ticket.  For example, if the 
"ABC" account is set up with "Smith" in the Last Name field, then Smith is 
only added to the Last Name qualification list when a ticket is created for 
account ABC.  
  
4.  Choose the Save button.  
  
    The Add Account dialog box closes, and the new account ID is listed in   
    the Setup Account dialog box.  
  
5.4.2 Maintaining Accounts  
  
Use the following procedure to delete or modify the information for an   
existing account.  
  
NOTE: Account ID data can also be modified from within the Ticket window.    
When account information is changed in the Ticket window and the ticket is   
then saved, a prompt displays giving you the option to update the account   
information.  
  
1.  Choose the Setup Account command from the Administration menu.  
  
    The Setup Account dialog box displays listing all accounts.  
  
2.  To delete an account, highlight the account name in the Setup Account   
    dialog box and choose the Delete button.  
  
    The message "Do you wish to delete this entry?" displays. Choose the Yes   
    button to delete the account.  
  
3.  To edit account information, highlight the account name in the Setup   
    Account dialog box and choose the Edit button.  
  
    The Edit Account dialog box displays.   
  
4.  Edit the account information.  
  
    This box is identical in form and usage to the Add Account dialog box   
    with the exception that the operations are performed for an existing LSC   
    account rather than for creating a new account.  
  
5.  Choose the Save button.  
  
    The Edit Account dialog box closes.  
  
  
5.5  Company IDs  
  
Company IDs are unique names which identify the contact details of a company.    
Details include the company's address, fax number and Email information.  
  
Assigning company IDs facilitates data entry in the Contact Details dialog   
box.  When an existing company ID is selected from the drop-down list, the   
related company information is automatically entered.  Furthermore, a Company   
ID can be linked to an Account ID (refer to page 5-14).  Each time an account   
ID is entered in a Ticket window, the ticket's contact details information is   
automatically populated with the company data.  
  
Company IDs are set up and maintained using the procedures in this section.  
  
5.5.1 Adding Company IDs  
  
Use the following procedure to add new company IDs.  
  
1.  Choose the Setup Company command from the Administration menu.  
  
    The Setup Company dialog box displays listing all companies that have   
    been assigned IDs.  
  
2.  To add a new company ID, choose the Add button.  
  
    The Add New Company dialog box displays.  
  
3.  Enter the new company information.  
  
    Enter the following information for the new LSC company:  
  
	o  Company ID - Enter a unique code or name to identify the new   
	company.  A maximum of 40 characters can be entered.  For example,   
	enter "Blue Ribbon-TX" to identify Blue Ribbon's Texas office site.    
	This is the only required field in the Add New Company dialog box.  
  
	o  Address Line 1 & 2 - Enter the address of the company. A maximum   
	of 30 characters can be entered.  
  
	o  City - Enter the city in which the company is located.  A maximum   
	of 20 characters can be entered.  
  
	o  State - Enter the state in which the company is located. A maximum   
	of 10 characters can be entered.  
  
	o  Zip - Enter the zip code of the company.  A maximum of 10   
	characters can be entered.  
  
	o  Country - Enter the country in which the company is located. A   
	maximum of 15 characters can be entered.  
  
	o  Fax - Enter the company's fax number.  A maximum of 20 characters   
	can be entered.   
  
	o  Email - Enter the company's Email information.  A maximum of 50   
	characters can be entered.  
  
4.  Choose the Save button.  
  
    The Add New Company dialog box closes, and the new company ID is listed   
    in the Setup Company dialog box.  
  
HINT: An account is only linked one company ID.  Therefore, for a company   
that has several locations, link the most frequently used location to the   
account ID.  
  
5.5.2 Maintaining Company IDs  
  
Use the following procedure to delete or modify the information for an   
existing company.  
  
NOTE: Company ID data can also be modified from within the Contact   
Details dialog box.  When company information is changed in the   
Contact Details dialog box and the Save button is chosen, a prompt   
displays giving you the option of updating the company information.  
  
1.  Choose the Setup Company command from the Administration menu.  
  
    The Setup Company dialog box displays listing all companies.  
  
2.  To delete a company, highlight the company name in the Setup Company   
    dialog box and choose the Delete button.  
  
    The message "Do you wish to delete this entry?" displays.  Choose the Yes   
    button to delete the company.  
  
3.  To edit company information, highlight the company name in the Setup   
    Company dialog box and choose the Edit button.  
  
    The Edit Company dialog box displays.   
  
4.  Edit the company information.  
  
    This box is identical in form and usage to the Add New Company dialog box   
    with the exception that the operations are performed for an existing LSC   
    company rather than for creating a new company.  
  
5.  Choose the Save button.  
  
    The Edit Company dialog box closes.  
  
  
5.6 Qualification Lists  
  
The LSC database is made up of several lists which maintain and categorize   
ticket information.  Most ticket information is obtained from or written to   
a "qualification list," which is used for data validation and for compiling   
ticket records.    
  
Qualification lists cannot be added to LSC; however, individual entries in   
most qualification lists can be added, modified and/or removed to reflect   
your own support environment.  For example, by default LSC includes the   
entries INFO and PRODSTAT in the Issue Type qualification list. Your support   
environment may also require an Issue Type called REFERENCE.  
  
Many qualification lists directly correspond to the fields in the Ticket   
window.  For example, there is a Priority qualification list which   
corresponds to the Priority field.  When creating or editing tickets, the   
fields with a drop-down list let you select existing entries from the   
corresponding qualification list.  This feature is important to   
maintaining the integrity and consistency of the LSC ticket data.  
  
  
Many of the qualification lists are populated with information upon the   
installation of LSC.  The following table describes the contents and intent   
of each qualification list.    
  
  
  
QUALIFICATION   DESCRIPTION                             DEFAULT ENTRIES  
LIST  
Action Code     Code used to indicate the action taken  REROUTED  
		on a ticket. The TO_DO default entry    SOLVED  
		name cannot be edited or deleted.       TELEPHONED  
							TO_DO  
  
Department      Departments or areas in which callers   ACCOUNTING  
		work (e.g., ACCOUNTING, SALES or        ADMIN  
		COST_CENTER#1, ABC CO).                 INT'L SALES  
							MARKETING  
							SALES  
							TRAINING  
First Name      First names of the callers.       
  
  
Issue Type      Type of ticket for categorization       INFO  
		purposes (e.g., BUG, INFO).             PROD STAT  
  
Last Name       Last names of the callers.        
  
Network Address Network addresses of the callers.         
  
Priority        Priorities that can be assigned to a    URGENT  
		ticket. The entry names in the Priority IMPORTANT  
		list can only be edited: new entries    NECESSARY  
		cannot be added and existing entries    DESIRED  
		cannot be deleted. This is true even   
		if the Priority label is changed.  
		Further, the color display of the default   
		priorities in the View Tickets window   
		is as follows: Urgent=red; Important=pink;   
		Necessary=green; Desired=brown. This   
		is true even if the Priority entry names   
		are changed.     
		  
Problem Type    Names used to describe and categorize   
		the type of problems the callers are   
		experiencing.  This database has related   
		sub-categories.  Refer to the discussion   
		in section 5.6.2 entitled "Managing Problem   
		Type Sub-categories."          
  
  
NOTES ON THE QUALIFICATION LIST TABLE:  a -  The default qualification list   
names are listed in the table above.  If you change the LSC database labels,   
your qualification list names also change.  
	b -  The term "caller" is used to represent the person for whom the 
ticket is created (e.g., the person requesting support, the person requiring 
a training class).  
	c -  The Assigned To category is not considered a qualification list 
because the entries that display in this drop-down field in the Ticket window 
are driven by the support staff users' initials listed in the Setup Staff 
dialog box.  Similarly, the Account ID category is not a qualification list
--the entries that display in this drop-down field in the Ticket window are 
driven by the IDs listed in the Setup Account dialog box.  
  
5.6.1 Modifying Qualification Items  
  
The qualification list items provided with LSC can be customized to apply   
specifically to your organization.  For example, you might want to modify the   
items in the Departments list so they specifically apply to your support   
environment.  In addition to the Department names provided by LSC, you might   
want to categorize support calls by mail stops or cost centers.  
  
NOTES:  a -  Users are only able to modify the qualification lists that   
are checked in their user profile (i.e., the rights they were granted via   
the Administration/Setup Staff command).   
	b -  If a user is given the right to modify a qualification list, 
then the user can add entries to the list by entering the information 
directly into the corresponding fields of a Ticket window.  When the ticket 
is saved, the new entry is added to the appropriate qualification list.  For 
example, if user Helen has the right to modify the Department list, then 
Helen can save a ticket having QA in the Department field.  Doing so will add 
QA to the Department qualification list without having to perform the 
procedure below.  
  
  
Use the following procedure to modify a database item.  
  
1.  Choose the Qualification Lists command from the Administration menu.  
  
    The Qualification Lists dialog box displays.  
  
2.  Select a name from the drop-down list associated with the Name of List   
    field.  
  
    Choose the down arrow button next to the Name of List field to view all   
    qualification list names.  When a qualification list is selected, its   
    items display in the List Items field.   
  
3.  Modify the qualification list item information.  
  
    Possible modifications include the following:  
  
	o  Adding an item - To add a new item to a list, choose the Add   
	button.  An Add Item dialog box displays prompting you to specify the   
	name of the new item.  Type the name and choose the OK button.  The   
	new item is added to the qualification list.  
  
	o  Editing an item - To edit an existing item in a list, highlight   
	the item and choose the Edit button.  An Edit Item dialog box   
	displays with the selected item name.  Make changes to the name and   
	choose the OK button.  The item name is updated.  
  
	o  Deleting an item -  To delete an existing item from a list,   
	highlight the item in the list and choose the Delete button.  The   
	item name is removed from the list.  
  
NOTES:  a -  The Priority qualification list items can only be edited: new   
entries cannot be added and existing entries cannot be deleted.  
	b -  Items for the Problem Type qualification list can be assigned   
sub-categories.  For example, you might want to track the support calls   
related to printer problems.  Related PRINTER sub-categories might include   
DRUM and CARTRIDGE.  Refer to the discussion below entitled   
"Managing Problem Type Sub-categories."  
	c -  The TO_DO Action item is a special default item and cannot be   
edited or deleted.  
  
4.  To close the Qualification Lists dialog box, choose the Close button.  
  
5.6.2 Managing Problem Type Sub-categories  
  
The Problem Type qualification list categorizes the types of problems   
monitored by LSC.  To further categorize problem types and track your support   
efforts, detailed sub-categories can be assigned to the items in this list.    
These sub-categories comprise the Product Category list available from the   
Ticket window.  
  
For example, your support environment might monitor SOFTWARE problems.    
Monitoring the SOFTWARE problem type is helpful; however, creating a   
sub-category named WORD would allow you to monitor specific software problems   
concerning the Word program.  Tracking the Word Software problem type might   
result in discovering a problem in the way in which the Word program is being   
installed across your network.  It might also result in discovering that your   
users require more training in using the Word software.  
  
The level of detail entered in the Problem Type list and the related   
sub-categories affects the integrity and consistency of your LSC data.  This   
list requires careful planning and attention.    
  
HINTS:  a -  To avoid having the support staff define sub-categories while   
creating tickets, define detailed problem type sub-categories.  
	b -  To track unusual/unidentified problems, create a problem type 
named UNDETERMINED.  You can run a report listing all tickets assigned the   
UNDETERMINED problem type and update the field when the problem is 
identified.  
  
Use the following procedure to manage the Problem Type sub-categories   
(i.e., the related Product Categories).  
  
1.  Choose the Qualification Lists command from the Administration menu.  
  
    The Qualification Lists dialog box displays.  
  
2.  Select the Problem Type database from the drop-down list associated with   
    the Name of List field.  
  
    The Qualification Lists dialog box displays.  The Related Product   
    Category field displays listing the sub-category items that pertain to   
    the highlighted list item.   
  
3.  Define or modify the Related Product Category information.  
  
	o  Adding a Sub-Category - To add a sub-category to the highlighted   
	problem type, choose the Add button in the lower area of the   
	Qualification Lists dialog box.  The Add Related Item dialog box   
	displays, prompting you to specify the name of the new sub-category.    
	Enter the name and choose the OK button.  The new sub-category is   
	added to the Related Product Category list.  
  
	o  Editing a Sub-Category - To edit an existing sub-category in the   
	highlighted problem type, highlight the related product category item   
	and choose the Edit button in the lower area of the Qualification   
	Lists dialog box.  The Edit Related Item dialog box displays with the   
	selected sub-category name.  Make changes to the name and choose the   
	OK button. The sub-category name is updated.  
  
	o  Deleting a Sub-Category -  To delete an existing sub-category from   
	the Related Product Category list, highlight the sub-category name   
	and choose the Delete button in the lower area of the Qualification   
	Lists dialog box.  The sub-category name is removed from the list.  
  
4.  To close the Qualification Lists dialog box, choose the Close button.  
  
  
5.7 Archiving and Restoring Tickets  
  
As the LAN Support Center program is used, the number of tickets in the   
database continues to increase.  To use disk space more efficiently, you   
might want to remove a group of selected tickets from the "current ticket   
database" and place them into an "historical ticket database."     
  
The above database terms are defined as follows:  
  
o  Current Ticket Database - the group of tickets to which new tickets are   
added.  The current ticket database is used on a daily basis and should   
consist of primarily active/open tickets.  There is only one current database   
at any time.    
  
o  Historical Ticket Database - a group of tickets that have been removed   
from the current database.  These archived tickets can be loaded into LSC for   
reference purposes; however, changes to the historical database tickets   
should not be made.  There can be any number of historical databases.  
  
  
The process of archiving tickets moves the selected group of tickets into a   
user-defined historical database file.  The information is still accessible   
from within LSC.  By default, the LSC user works with tickets in the "current   
database."  However, when researching and investigating support issues, it   
may become necessary to access tickets residing in an historical database.    
This procedure is discussed in detail in section 7.5.1 entitled   
"Viewing Historical Tickets."  
  
In addition to simply accessing archived tickets, LSC provides the ability to   
restore an entire historical database file.  The process of restoring the   
file moves the entire group of archived tickets back into the current LSC   
ticket database.  
  
The procedures for archiving and restoring tickets are discussed in this   
section.  
  
5.7.1 Archiving Tickets  
  
When identifying a specific group of tickets to be archived into an   
historical database, filter criteria can be specified. The filter criteria   
defines the group of tickets to be archived.  For example, if your support   
environment only works with open tickets from within the last two months,   
then you might want to archive all closed tickets that are older than two   
months.  If the current date is December 31, 1993, then the filter criteria   
of the tickets to be archived might include all Closed Tickets to 10/31/1993.  
  
In addition to defining the group of tickets to be archived, you have the   
option to either add the tickets to an existing historical database file or   
create a new historical database file.  
  
NOTE: For increased speed and database performance, keeping the number of   
tickets in an LSC  database (i.e., current or archived) be fewer than   
20,000 is recommended.  
  
Use the following procedure to remove selected tickets from the current   
ticket database.  
  
1.  Choose the Archive Tickets command from the Administration menu.  
  
    The Archive Tickets dialog box displays.  
  
2.  Choose the Filter button to define the group of tickets to be archived.  
  
    The Filter Ticket List dialog box displays.  Entering specific filtering   
    criteria defines the tickets to be archived.  Only those tickets that   
    match the filter criteria will be archived into the historical ticket   
    database.  
  
3.  Define the filter criteria of the tickets to be archived.  
  
    In the fields provided, specify the information of the tickets to be   
    archived.  For example, to archive all tickets that have been resolved,   
    choose the SOLVED entry from the Action Code field's drop-down list; to   
    archive one specific ticket, enter the ticket number in the Ticket #   
    field.  
  
NOTE: When archiving a group of tickets, enter specific filtering information   
in order to archive the desired tickets.  Wildcards are not allowed.  
  
4.  Choose the OK button to accept the filter criteria.  
  
    The Filter Ticket List dialog box closes, and you are returned to the   
    Archive Tickets dialog box.  
  
5.  Choose the Browse button to specify the historical database file name.  
  
    The Browse dialog box displays prompting you to enter the File Name and   
    destination of the file which will maintain the archived tickets.  
  
    You can either:  
  
	o  Add the selected tickets to an existing historical database   
	file - Enter the full path name of the historical database file in   
	the File Name field.  (If you do not know the file name and path,   
	choose entries in the Directories and Drives lists to search for the   
	archive file.  From the list of file names which displays under the   
	File Name field, click on the file name into which you want to add   
	the new archived tickets.)  
  
	o  Create a new historical database file - Enter the full path name   
	of the new historical database file in the File Name field. (You can   
	also choose entries from the Directories and Drives lists to define   
	the full path into which you want to place the new archived ticket   
	file.)  
  
NOTES:  a -  LSC historical database file names are assigned the extension   
.ARC.  
	b -  If the path is not specified when creating a new database file, 
then the file is placed into the current directory (as indicated under the 
Directories field in the Browse dialog box).  
	c -  If the file already exists when attempting to create a new 
database file, then the selected tickets are added to the end of the existing 
file. If the existing file is not in an LSC archival file format, then you 
are prompted to overwrite the file contents.  
  
6.  Choose the OK button to accept the archive file name.  
  
    The Browse dialog box closes, and you are returned to the Archive Tickets   
    dialog box.  This dialog box now displays the destination directory and   
    archive file name.  
  
7.  Choose the OK button to initiate the archival process.  
  
    The selected ticket information is moved into the historical database   
    file. Upon completion, the following files are created to maintain   
    information regarding the archived tickets:   
  
	o  the .ARC file maintains the historical database   
	o  the .ACT file maintains the ticket actions   
	o  the .DES file maintains the ticket problem descriptions   
	o  the .DEA file maintains the action descriptions    
  
5.7.2 Restoring Tickets  
  
Archived tickets are accessible to the LSC user by restoring the historical   
ticket database.  When researching and investigating problems, it may become   
necessary to restore a selected database.  
  
NOTE: The restore process moves the entire historical file back into the   
current LSC database.  A single ticket cannot be tagged and restored.  
  
  
Use the following procedure to restore an entire historical database file.  
  
1.  Choose the Restore Tickets command from the Administration menu.  
  
    The Restore Tickets dialog box displays.  
  
2.  Choose the Browse button to specify the historical database file name to   
    be restored.  
  
    The Browse dialog box displays prompting you to enter the File Name of   
    the database to be restored.  
  
3.  Enter the full path name of the historical database file   
    (i.e., the .ARC file) in the File Name field.   
  
    Choose entries in the Directories and Drives lists to search for the   
    archived database file.  From the list of file names which displays   
    under the File Name field, click on the desired file name.  
  
4.  Choose the OK button to accept the file name.  
  
    The Browse dialog box closes, and you are returned to the Restore   
    Tickets dialog box.  This dialog box now displays the full path name of   
    the file to be restored.  
  
5.  Choose the OK button to initiate the restore process.  
  
    All tickets and their associated actions and descriptions in the selected   
    historical database are moved into the current database.   
  
  
5.8 Printer Setup and Administration  
  
Printer control information identifies the printer parameters and controls   
the printing of all reports associated with LSC activity and administration.    
Before printing LSC reports, you should review the printer configuration to   
be sure it reflects the printer settings that you require.    
Printer settings include:   
  
o  Printer destination   
o  Page orientation (portrait/landscape)  
o  Paper size and source  
o  Graphics resolution  
  
The procedures for customizing the contents of individual LSC reports are   
discussed in Chapter 8, "LSC Reports."  This section briefly presents the   
procedures for viewing and changing the global print settings (e.g., target   
printer, paper size) for Windows.  
  
5.8.1 Changing Print Settings  
  
Use the following procedure to review and change your print settings.  
  
1.  Choose the Print Setup command from the File menu.  
  
    The Print Setup dialog box displays.  
  
  
2.  Select the printer you want to use for printing LSC reports.   
  
    The printer defined in your Windows printer control is selected as the   
    default.  To use another printer, select a Specific Printer from the   
    drop-down list associated with this field.  
  
3.  Select the desired orientation and paper parameters.  
  
    Choose either the Portrait (long) or Landscape (wide) Orientation   
    setting.  Use the drop-down lists to define the Paper Size and Paper   
    Source settings.  
  
4.  To make additional changes to the selected printer configuration, choose   
    the Options button.  
  
    Additional settings include dithering and intensity control.  
  
5.  Choose the OK button in the Print Setup dialog box to save the print   
    settings.  
  
NOTE: These print settings are global throughout your Windows environment.    
Please refer to your Windows manual for detailed procedures on modifying the   
above print settings.  
  
This ends the chapter on setting up and administering the LAN Support Center   
parameters.   Refer to the following chapter for procedures for creating and   
maintaining work tickets.  
  
  
  
6.0  Work Tickets  
  
The previous chapter discussed the LSC setup and administrative procedures.    
This chapter describes the procedures for creating and maintaining work   
tickets.  
  
  
6.1 Introduction  
  
A work ticket is a collection of related information regarding an event. The   
"event" is the incident for which information is maintained and tracked.    
Tickets can track virtually any number of event types.  Consider creating   
tickets for any of the following events:  
  
o  Support requests and issues  
o  Installation scheduling  
o  Training sessions  
o  Enhancement or upgrade requests  
  
This chapter discusses the procedures for creating and maintaining work   
tickets.  Throughout the chapter, examples are used to illustrate methods   
for tracking various event types.  
  
6.1.1 What's in this Chapter  
  
The following chart describes the sections in this chapter:  
  
SECTION                         DESCRIPTION  
  
Creating Tickets                Provides procedures for creating, deleting   
				and printing tickets.  
  
Maintaining Ticket Information  Provides procedures for managing associated   
				ticket action and contact detail information.
				Also discusses the procedures for cross-  
				referencing tickets and editing date field   
				entries.  
  
Investigating                   Provides procedures for accessing other   
				McAfee products from within LSC for   
				investigative and problem resolution purposes.  
  
  
6.2  Creating Tickets  
  
The process of creating tickets is the essence of LSC.  All information   
maintained and tracked by LSC is done so via a ticket.    
  
Depending on the responsibilities assigned to your support staff and the flow   
of information within your organization, one staff member or all staff   
members might create tickets.  For example, Mike answers phones for the   
support desk staff at the Blue Ribbon company.  For each incoming phone call,   
Mike creates a ticket with the caller's information and problem. Throughout   
the day, the support desk supervisor assigns the tickets to specific staff   
members.  The staff members are responsible for handling the tickets they   
have been assigned.  
  
6.2.1  Ticket Window Fields  
  
All information regarding an "event" is entered into a Ticket window.  An   
"event" is defined as the item being tracked by LSC.  For example, an event   
might be a support call or it might be a scheduled installation.   
  
When a new ticket is created, LSC automatically assigns a number to the   
ticket.  The ticket number displays in the title bar of the Ticket window   
and cannot be modified by the LSC user.  
  
Each ticket number is determined by the following information:   
IIIYYMMDDHHMMSS, where III=staff initials, YY=year, MM=month,   
DD=day, HH=hour, MM=minute and SS=second.   
  
Each field in the Ticket window is defined and discussed in the table below.  
  
NOTES:  a -  If your LSC database labels have been modified, the field   
names and definitions for your Ticket window may be different.  For   
more information on labeling, refer to section 5.2.  
	b -  Multiple Ticket windows can be open simultaneously.  
  
FIELD           DESCRIPTION                                     TYPE  
  
Account ID      The account to which this ticket belongs. Each  55 chars  
		Account ID must be unique.  Every account has   
		an associated First Name, Last Name, Phone,   
		Department, Network Address and Company ID 
		field.  Entering an existing Account ID will 
		automatically populate all associated fields. 
		Account IDs can be set up directly from within 
		the Ticket window or by choosing the Setup 
		Account command from the Administration menu.  
		Refer to section 5.4 for detailed instructions 
		on setting up accounts.       
  
First Name      The first name of the person/customer           20 chars  
		associated with the account entered in the   
		Account ID field.           
  
Last Name       The last name of the person/customer associated 20 chars   
		with the account entered in the Account ID field.         
								     
Department      The department of the person/customer           30 chars  
		associated with the account entered in the   
		Account ID field.          
  
Phone           The phone number of the person/customer         27 digits  
		associated with the account entered in the   
		Account ID field.          
  
Assigned To     The code/name of the LSC staff member           3 chars  
		assigned to handle the ticket.  This field   
		defaults to the initials supplied by the user   
		who logged in to LSC.   
  
Issue Type      The code/name which indicates the type of       10 chars  
		ticket being issued.    
  
Priority        The priority assigned to the ticket. (The       10 chars  
		color display of each priority is as follows:   
		Urgent=red; Important=pink; Necessary=green;   
		Desired=brown.)      
  
Problem Type    The type of problem being reported. The item    15 chars  
		entered in this field determines the items that   
		can be selected from the related Product   
		Category drop-down list.     
  
Product         The category of the problem being reported.     30 chars  
Category        The entries available from this drop-down list   
		are determined by the entry in the Problem   
		Type field. For example, if DRIVE is entered   
		as the Problem Type, then available product   
		categories may be ANY MASS STORAGE DEVICE   
		and DISK DRIVE A.          
  
Network Address The network address of the person/customer      20 digits +  
		associated with the account entered in the      a colon (8  
		Account ID field.                               digits: 12   
								digits)  
  
Cross Reference Any information which can be used to cross      15 alphanum  
		reference the ticket to another item   
		(e.g., another ticket or another application).  
		Press the <ALT><Z> keys to paste the ticket   
		number of the highlighted ticket in the View   
		Tickets window into the active Ticket   
		window's Cross Reference field.        
  
Status          Mutually exclusive radio buttons that indicate  N/A  
		the status of the ticket. Each button is   
		associated with a date and time field. By   
		default, the current system date displays for   
		the Opened On date. (Refer to section 6.3.5 for   
		procedures on editing date values.)    
  
Problem         A detailed description of the problem which     4K   
Description     can be up to approximately 2 full pages of   
		text.     
  
Many of the fields in the Ticket window have drop-down lists from which items   
can be selected.  For example, choosing the Product Category field's   
drop-down list displays a list of entries that have been defined for the   
Product Category qualification list. Clicking on an entry in the drop-down   
list places the chosen entry in the selected field.  
  
For those fields which have drop-down lists, typing in new entries adds the   
new entry to the associated qualification list.  For example, if the name   
ACCOUNTING is not listed in the Department drop-down list, then entering the   
name ACCOUNTING into the Department field and saving the ticket will add the   
name to the Department qualification list.  
  
NOTES:  a -  Users are only able to type new entries in a Ticket window   
field if they are granted the appropriate rights in their staff member   
profile.  Refer to section 5.3 for instructions on setting up staff members   
and defining security rights.  
	b -  Refer to section 5.6 for a discussion on LSC's qualification 
lists.  
  
The procedures for creating and maintaining tickets are discussed in this   
chapter.  
  
6.2.2  Creating New Tickets  
  
Inquiries, events and issues are tracked via a ticket number.  To assign a   
ticket to a specific customer account, an account ID can be specified on the   
ticket.  The steps required for creating new tickets involve entering   
information regarding the ticket's initial purpose.  For example, when a   
customer requests support, a new ticket is created which documents the   
caller's account, name, company and phone information, as well as documents   
the caller's request.   
  
The process of trying to solve the caller's problem is referred to as   
"action."  Logging ticket action is discussed in the section of this   
chapter entitled "Maintaining Ticket Information."  
  
NOTE: New tickets are placed in the ticket database that is loaded at the   
time the new ticket is saved.  To add the new tickets to the current LSC   
ticket database, make sure that the current database is being viewed (as   
opposed to the View Historical Tickets window).  
  
Use the following procedure to create a new ticket.  
  
1.  Choose the New Ticket command from the Ticket menu, or choose the   
    New tool bar button.  
  
    The Ticket window displays.  A ticket number is automatically assigned   
    by LSC.  It is indicated in the title bar of the Ticket window and   
    represents the LSC login user initials, year, month, day, hour, minute,   
    and second of the ticket's creation.  
  
2.  Enter the ticket information.  
  
    For detailed information on the Ticket window fields, refer to the table   
    in section 6.2.1.  
  
NOTES:  a -  Selecting an Account ID from the drop-down list associated with   
this field will automatically enter the information defined for the account   
(i.e., First Name, Last Name, Department, Phone, and Network Address).    
	b -  New accounts can be set up from within the Ticket window by 
typing in the new account information.  Upon saving the ticket, the new 
account information is also saved.  
	c - Existing accounts can be updated from within the Ticket window 
by modifying the account information and saving the ticket.  Upon saving the
ticket, a prompt displays asking whether you want to update the account   
information.  Answering Yes to this prompt will update the account data and   
all new tickets that are assigned to the account will reflect the updated   
information.  Answering No will save the modified account data with this   
ticket only.  
	d -  Ticket action can also be entered at this point by choosing the 
Add Action button.  Refer to the procedure in secition 6.3.1.  
  
3.  Choose the Save button.  
  
    If you have selected an account from the Account ID drop-down list and   
    then modified the account data, a prompt displays asking whether you   
    want to update the account information.  Answering Yes to this prompt   
    will update the account data.  Answering No will save the modified   
    account data with this ticket only.  
  
    The ticket is saved into the current ticket database.  
  
6.2.3  Cross-Referencing Tickets  
  
The Ticket window's Cross Reference field can be used to build a knowledge   
base of information regarding a specific issue or problem type.  For example,   
new tickets can be cross-referenced to "TECHNICAL" Issue Type tickets which   
outline known problems and their solutions.  Either from an LSC report or the   
View Tickets window, the LSC Administrator then has access to all tickets   
related to the specific Technical ticket that has ticket number 'x'. In this   
example, a report query can be created which includes only ticket number 'x',   
or a filter can be applied to the View Tickets window which only displays the   
tickets having ticket number 'x' in the Cross Reference field.   
  
HINTS:  a -  LSC's extensive short-cut keys facilitate the cross-referencing   
of tickets to one-another.  Pressing the <ALT><Z> keys in a Ticket window   
will paste the ticket number of the highlighted ticket in the View Tickets   
window into the active Ticket window's Cross Reference field.  
	b -  Use the Edit menu commands to cut, copy and paste information   
between open Ticket windows.  
  
In addition to cross-referencing among LSC tickets, the Cross Reference field   
can be used to track information external to LSC.  For example, if LSC   
tickets are created to track installations, entering a Purchase Order number   
in the Cross Reference field can track the PO number of each installed   
equipment component.  This information might be useful in tracking equipment   
movement from purchase to installation, as well as assessing future equipment   
purchase requirements.   
  
6.2.4 Deleting Tickets  
  
In some instances, it might become necessary to delete a ticket and all of   
its associated information.  
  
Use the following procedure to delete a ticket from the ticket database.  
  
1.  From the View Tickets window, highlight the ticket to be deleted.  
  
    To display the View Tickets window, choose either the Current Tickets or   
    Historical Tickets command from the View menu, depending on where the   
    ticket is located.    
  
    If necessary, use the scroll bars in the View Tickets window to find the   
    ticket to be deleted.    
  
2.  Choose the Delete Ticket command from the Ticket menu, or choose the   
    Delete tool bar button.  
  
    You are prompted to confirm the ticket deletion.  Choose the Yes button   
    to delete the selected ticket, or choose the No button to cancel the   
    delete action.  
  
    The deleted ticket is removed from the LSC ticket database and will no   
    longer display in the View Tickets window.  
  
NOTE: A ticket can also be deleted while its Ticket window is open.  To do   
so, choose the Delete tool bar button.  You are prompted to confirm the   
delete action.  Choose the Yes button to delete the ticket displayed in the   
open Ticket window.  
  
WARNING: Use the delete action with caution as all references to deleted   
tickets are completely removed from the LSC database.    
  
6.2.5  Printing Tickets  
  
All printing is performed using the currently defined print parameters. To   
modify or verify the current print parameters, choose the Print Setup command   
from the File menu.  
  
Use the following procedure to print a selected ticket.    
  
1.  From the View Tickets window, highlight the ticket to be printed.  
  
2.  Choose the Print Ticket command from the Ticket menu, or choose the   
    Print tool bar button.  
  
    The ticket data is sent to the printer.  
  
NOTE: A ticket can also be printed while its Ticket window is open. To do so,   
choose the Print tool bar button.  The ticket data is sent to the printer.  
  
   
6.3  Maintaining Ticket Information  
  
Creating a ticket is the first step towards solving a support issue and/or   
scheduling timed events.  For example, the tickets in your LSC database may   
represent requests for support, or they may represent installations to be   
performed.  In either case, ticket maintenance is required to keep the ticket   
database information accurate and up-to-date.  
  
Ticket maintenance is also referred to as "ticket action."  For example, if   
a ticket is created in order to solve a user's printing problem, all of the   
events that take place to solve the problem are regarded as action performed   
on the ticket.  Each time an action is performed in response to a ticket, the   
action should be entered on the ticket. In addition to tracking the efforts   
of your support staff, the action entries can be used to accumulate billable   
time spent while trying to solve a client's problem.  
  
Contact details can also be associated with a ticket.  Contact details include   
information regarding the person/company for whom the ticket is issued.  
  
The procedures regarding ticket maintenance are discussed in this section.  
  
NOTE: To support multiple users, LSC locks the ticket (window) as soon as it   
is opened by a user.  This ensures that only one person can save changes to a   
ticket at anytime.  When users attempt to edit the same ticket simultaneously,   
only the changes made by the "first" user will be effective (the user who   
locks the ticket).  All other users will be alerted with a message informing   
them to edit the ticket later.  
  
6.3.1  Adding Ticket Action  
  
Each time an action is performed in response to a ticket, the action should   
be entered for problem tracking and ticket maintenance purposes. Each new   
ticket action is entered into the Add Action dialog box.  
  
Use the following procedure to enter ticket action items.  
  
1.  Display the Add Action dialog box.  
  
    Use any of the following methods to display the Add Action dialog box.  
  
	o  Choose the Add Action button in an open Ticket window to add an   
	action item to the ticket.  
	o  Highlight a ticket in the View Tickets window, and choose the   
	Action tool bar button to add an action item to the selected ticket.  
	o  Highlight a ticket in the View Tickets window, and choose the Add   
	Action command from the Ticket menu to add an action item to the   
	selected ticket.  
  
2.  Enter the action details.  
  
    Each field in the Add Action dialog box is defined and discussed in the   
    table below.  
  
FIELD           DESCRIPTION  
  
Action Code     Enter the code for the action performed (e.g., CALLBACK,   
		INVESTIGATE, TO_DO).  An action can be selected from the   
		drop-down list associated with this field, or one can be   
		typed in directly if you have been given sufficient user   
		rights to do so.  (Typing in a new action will add the new   
		entry to the Action qualification list.)  
  
Person          Enter the initials of the LSC staff member performing the   
		action. The initials of the user logged in to LSC will   
		display as the default.  The initials can be selected from   
		the drop-down list associated with this field, or they can   
		be typed in directly if you have been given sufficient user   
		rights to do so.  
  
Description     Enter a detailed description of the action performed.    
		Approximately 2 full pages of text can be entered.  
  
Date            Select the date on which the action is performed.  The   
		current system date is automatically entered as the default   
		which can be changed by the user.  The date is entered in   
		YYYY/MM/DD format where Y=year, M=month and D=day.    
		(Refer to section 6.3.5 for procedures on editing date   
		values.)  
  
Time            Select the time at which the action is performed. The   
		current system time is automatically entered as the default   
		which can be changed by the user. The time is entered in   
		HH:MM format where H=hour and M=minute. Use the up/down   
		arrow buttons to scroll to a new desired time, or directly   
		type in a new time.  
  
Time Spent      Enter the time taken to perform the action. The time is   
		entered in HH:MM format where H=hour and M=minute (e.g., 1:23   
		indicates 1 hour and 23 minutes). Use the up/down arrow   
		buttons to scroll to a desired time, or directly type in the   
		amount of time spent.  
  
Initial         Select the Yes or No button to indicate whether or not the   
Response        action being entered is the first action performed for the   
		ticket. By default, the Initial Response button is set to No.  
  
NOTES ON THE ADD ACTION DIALOG BOX FIELDS:  a -  The hours and minutes entered
in the Time Spent field are automatically accumulated by generating the Daily   
Action Listing By Person report. Refer to Chapter 8 for instructions on   
generating LSC reports.  
	b -  The Initial Response option is set to 'No' by default.  Set this
option to 'Yes' when entering new actions to determine the amount of time 
taken to respond to a ticket.  Generating the Average Initial Response Time 
reports will automatically calculate the average time between when the 
ticket(s) has been opened and when the inital response(s) has been performed.
  
HINT: Create Action entries which maintain various types of information   
regarding the ticket.  For example, create an action named CONFIG to be used   
to describe a caller's workstation configuration.  By entering the   
configuration information in the Description field, you can then filter the   
ticket list using the Keyword Search in Action Description option (e.g.,   
filter all "386" machines).  
  
3.  Choose the Save button.  
  
    The new action does not immediately display in the action items area of   
    the View Tickets window.  Click on the highlighted ticket in the View   
    Tickets window to update the action items for the selected ticket.  
  
6.3.2  Editing Ticket Action  
  
Existing ticket action entries are edited using the Edit Action dialog box.  
Use the following procedure to edit an existing ticket action item.  
  
1.  Display the Edit Action dialog box.  
  
    Use any of the following methods to display the Edit Action dialog box.  
  
	o  Double click on an entry listed in the action items area of the   
	View Tickets window to edit an action item for the highlighted ticket.  
	o  Highlight a ticket in the View Tickets window, and choose the Edit   
	Action tool bar button.  
	o  Highlight a ticket in the View Tickets window, and choose the Edit   
	Action command from the Ticket menu.  
      
    The Edit Action dialog box displays the information entered for the   
    existing action item.  
  
2.  Modify the action details.  
  
    The fields in the Edit Action dialog box are identical to those in the   
    Add Action dialog box. Refer to the table above for details on each field.  
  
    To modify the information entered in a field, move the typing cursor into   
    the field and enter the new information.  Selecting a new item from a   
    drop-down list will automatically enter the new item into the field.  
  
    Pressing the <TAB> key will move the cursor from field-to-field within   
    this dialog box.  
  
3.  Choose the Save button.  
  
    The modified action information displays in the action items area of the   
    View Tickets window.  
  
6.3.3  Deleting Ticket Action  
  
Use the following procedure to delete an existing ticket action item.  
  
1.  From the action items area of the View Tickets window, highlight the   
    action entry to be deleted.  
  
2.  Choose the Delete Action command from the Ticket menu, or choose the   
    Delete Action tool bar button.  
  
    You are prompted to confirm the deletion. Choose the Yes button to delete   
    the selected action entry, or choose the No button to cancel the delete   
    action.  
  
    The deleted action entry is removed from the LSC ticket database and is   
    no longer listed in the action items area of the View Tickets window.  
  
6.3.4  Maintaining Contact Details  
  
Contact details can be entered and associated with a ticket. For tickets that   
are created in response to a customer problem or issue, a contact name and   
number becomes vital to the quality of the support provided by your staff.  
  
Contact details include the address, fax and Email information for a specific   
Company ID.  For example, assume that you frequently create tickets for the   
Blue Ribbon company which has three office locations.  Three Company IDs are   
set up: Blue Ribbon-NY, Blue Ribbon-NJ, and Blue-Ribbon-CT. By simply   
selecting one of the Blue Ribbon company IDs, the desired contact information   
is associated with the ticket.  
  
NOTES:  a -  Company IDs are set up by choosing the Setup Company command   
from the Administration menu (refer to the detailed procedures in section  
5.5).    
	b -  Changing the information in the Contact Details dialog box will 
update the Company ID data throughout the LSC database.  All existing and 
future tickets will reflect the updated information.  
  
Use the following procedure to enter and maintain contact details to be   
associated with a ticket.  
  
1.  Highlight a ticket in the View Tickets window, or open a Ticket window   
    for which contact details are to be entered.  
  
2.  Choose the Contact tool bar button, or choose the Contact Details   
    command from the Ticket menu.  
  
    The Contact Details dialog box displays.  Any contact information   
    previously entered for the selected ticket will also display.  
  
3.  Enter or modify the contact information to be associated with the   
    selected ticket.  
  
    The fields in this dialog box correspond to a Company ID.    
  
	o  Select an existing Company ID to automatically fill in the   
	address and phone information that has been defined for the   
	selected Company ID.    
  
	o  Enter new company information (new Company ID, address and phone)   
	to create a new Company ID.  
  
	o  Modify the field data to update the Company ID information.  
  
    All fields are optional.  
  
NOTE: The Company ID field is linked to the Account ID entered in the Ticket   
window.  For example, assume that the "Blue Ribbon" account is set up with   
"Blue Ribbon-NY" as its Company ID.  In this case, when "Blue Ribbon" is   
entered in the Account ID field in the Ticket window, all contact   
information for "Blue Ribbon-NY" will automatically display in the ticket's   
associated Contact Details dialog box.   
  
4.  Choose the Save button.  
  
    If you have made changes to existing Company ID information, you are   
    prompted to save the modified information to the Company ID.  Choose the   
    Yes button to save the changes, or choose the No button to cancel any   
    changes you have made.  
  
NOTE: Choosing the Yes button in response to this prompt will update the   
contact details information for the Company ID.  The contact details for all   
new and existing tickets will reflect the updated information.  
  
6.3.5  Editing Dates  
  
Throughout LSC, there are several places where the user is able to enter or   
edit a date.  In every date field, a pop-up dialog box can be displayed by   
double clicking in the field.  These date fields include:  
  
o  the Ticket window's "Opened On" and "Closed On" fields  
o  the Add Action and Edit Action dialog box "Date" field  
o  the Filter Ticket List dialog box "Open Tickets From/To" and "Closed   
Tickets From/To" fields  
  
6.3.6 Scrolling to a New Date or Time  
  
Every date and time field has "spin" buttons that can be used to change the   
value entered in the field.  These spin buttons look similar to scroll   
buttons and are useful when you want to change the existing value to one   
that is already close to the desired value.  For example, if "1994/01/15" is   
entered in the date field, click on "1994", and then choose the up scroll   
button to quickly change the date to "1995/01/15."  
  
Remember, first click on the part of the value to be changed   
(e.g., year/month/day or hour/minute), and then choose the desired spin   
direction (either up or down).  
  
6.3.7  Moving to a New Date  
  
Double clicking in a date field displays a calendar.  
  
If there is a date value in the field when you double click, then that date   
will be reflected in the dialog box.   
  
Use the following procedure to change a date value using the calendar.  
  
1.  Double click in the Date field.  
  
    The calendar displays.  
  
2.  Modify the Year, Month or Day.  
  
	o  To modify the year value, choose the left or right arrow buttons   
	next to the year date.   
	o  To modify the month value, choose the left or right arrow buttons   
	next to the indicated month.   
	o  To modify the date, choose a new date by clicking on a new date   
	number.    
  
3.  Choose the OK button.  
  
    The calendar closes, and the selected date value is entered into the   
    Date field.  
  
  
6.4  Investigating  
  
LAN Support Center provides the capability for extensively tracking and   
managing various types of events.  In some instances, investigation may be   
required to obtain additional information to resolve a problem or handle a   
support call.  LSC lets you smart-launch into other McAfee applications   
installed on your network to take advantage of the applications' network   
management capabilities.   
  
The McAfee products accessible from within LSC are:  
  
o  McAfee Fusion - McAfee's software management solution which integrates   
SiteMeter software metering with LAN Automatic Inventory asset management   
and adds software distribution capabilities.  
  
o  SiteMeter Administration - McAfee's software metering and virus protection   
program which maximizes the legal and productive use of your software.  
  
o  SiteMeter Usage Monitor - SiteMeter's Usage Monitor which displays   
information regarding an application's current use.  
  
o  SiteMeter Reports - SiteMeter's Reporting module which lets you generate   
reports containing information regarding software metering and the virus   
protection established for your network.  
  
o  LAN Automatic Inventory - McAfee's asset management program which collects   
and manages detailed inventory data for your local area network(s).    
(Workstation hardware and software configuration information can be accessed   
to help troubleshoot problems.)  
  
o  NETremote+ - McAfee's remote control program which enables control over   
another user's workstation for the purpose of performing diagnostics.  
  
NOTES:  a -  For detailed information on the individual McAfee products,   
refer to the documentation provided in each product package.  
	b -  The Investigate option requires that a search path be 
established to all of the McAfee products.  
  
6.4.1  Smart-Launching  
  
Use the following procedure to smart-launch into another McAfee application.  
  
1.  Choose the LSC Investigate tool bar button.  
  
    You can also choose the Investigate command from the Ticket menu.    
    In either case, the Smart-Launch McAfee Applications dialog box displays.  
  
    Only the applications that are in your search path are accessible from   
    the Smart-Launch dialog box.  All other application options are disabled.  
  
    The Context area of the Smart-Launch dialog box displays the username and   
    network address of the currently open and active LSC Ticket window. The   
    Username is obtained from the ticket's First Name field, and the Station   
    Address is obtained from the ticket's Network Address field.  
  
2.  Select a McAfee application, and choose the OK button.  
  
    The selected application launches, as follows:  
  
	o  BrightWorks - BrightWorks is launched and displays the   
	administration console.  Use the BrightWorks console to perform   
	software metering, asset management and software distribution.  
  
	o  SiteMeter Administration - SiteMeter is launched and displays the   
	administration console.  Use the SiteMeter console to investigate   
	software usage activity and detect corrupted files.  
  
	o  SiteMeter Usage Monitor - SiteMeter is launched and displays the   
	SiteMeter Usage Monitor for the file server associated with the   
	Network Address in the currently active LSC Ticket window. If the   
	active Ticket window does not contain the network address of a   
	server, then the SiteMeter administration console displays. Use the   
	SiteMeter Usage Monitor to see which users are using which   
	applications.  
  
	o  SiteMeter Reports - The SiteMeter reporting module displays in a   
	DOS box.  Use SiteMeter Reports to generate reports with information   
	regarding software metering and the virus protection established for   
	your network.  
  
	o  LAN Inventory - LAN Inventory is launched and displays the   
	inventory details associated with the First Name and Network Address   
	fields in the currently active LSC Ticket window.  Use LI to   
	investigate the hardware and software configuration of a workstation   
	to determine the cause of a problem.  
  
	o  NetRemote - NetRemote is launched and positioned to call the   
	workstation associated with the Network Address in the currently   
	active LSC Ticket window. Use NetRemote to take control over a   
	workstation experiencing problems.  
  
3.  Use the McAfee application to investigate the problem.  
  
    For instructions on using the application, refer to the manual included   
    in each product package.  
  
4.  Exit the application.  
  
    For instructions on exiting the application, refer to the manual   
    included in each product package.  
  
    Upon exiting the application, you are returned to LSC.  
  
This ends the chapter on creating and maintaining LSC work tickets.    
Refer to the next chapter for procedures on viewing ticket data.  
  
  
  
7.0  Viewing Ticket Data  
  
The previous chapter discussed the procedures for creating and managing   
ticket information. This chapter discusses the various methods available for   
viewing ticket information.  
  
  
7.1  Introduction  
  
LAN Support Center provides various methods for viewing ticket information.    
An entire database of ticket information and the tickets' actions can be   
viewed via the View Tickets window; additionally, specific ticket information   
can be viewed via the Ticket window.  (Refer to the overview of these windows   
in section 4.2.)  
  
To accommodate users who are responsible for working on a particular type of   
ticket, the information displayed in the View Tickets window can be filtered   
to display only the tickets matching specific filter criteria.  For example,   
if Sue is only responsible for the tickets that have an URGENT priority, then   
Sue may only want those tickets to display in her View Tickets window.   
Similarly, if Anna is responsible for scheduling training classes, then Anna   
may only want to view the tickets which pertain to the Training Department.  
  
The various methods for managing the LSC ticket data display are discussed in   
this chapter.  
  
7.1.1  What's in this Chapter  
  
The following chart describes the sections in this chapter:  
  
SECTION                         DESCRIPTION  
Filtering the View Tickets      Provides procedures for applying filter   
Window Display                  criteria against the View Tickets window.  
  
Sorting the View Tickets        Provides procedures for defining the order   
Window Display                  in which the tickets are listed in the View   
				Tickets window.  
  
Custom Ticket Views             Provides procedures for creating customized   
				views of the information which displays in   
				the View Tickets window.  
  
Ticket Databases                Provides procedures for viewing either the   
				current ticket database or an historical   
				ticket database.  
  
  
7.2  Filtering the View Tickets Window Display  
  
Applying filter criteria to the View Tickets window causes LSC to display   
only those tickets that match the defined filter information. When no filter   
criteria is defined, all tickets in the LSC database are listed in the View   
Tickets window.    
  
7.2.1  Filtering the Ticket List  
  
Use the following procedure to define filter criteria and narrow down the   
number of tickets that display in the View Tickets window.  Filter criteria   
can be applied to the current and historical ticket databases.   
  
1.  Choose the View tool bar button to display the View Tickets window.  
  
    The View Tickets window must be open to define filter criteria.  
  
2.  Choose the Filter tool bar button.  
  
    You can also choose the Filter command from the View menu.  The Filter   
    Ticket List dialog box displays.  If filter criteria have already   
    been applied to the View Tickets window, then the defined criteria will   
    display in the Filter Ticket List dialog box.  
  
NOTE: If your LSC database labels have been modified, the field names and   
definitions for your Filter Ticket List dialog box will be different.  For   
more information on labeling, refer to the discussion in section 5.2.  
  
3.  Define the filter criteria.  
  
    Many of the fields in the Filter Ticket List dialog box are identical to   
    the fields in the Ticket window.  For example, entering KELLY in the   
    First Name field of the Filter Ticket List dialog box will instruct LSC   
    to include all tickets that have KELLY in the First Name field of the   
    Ticket window.  Similarly, many fields have drop-down lists from which   
    items can be selected. For example, choosing the Product Category field's   
    drop-down list displays a list of entries that have been defined for the   
    Product Category qualification list. Clicking on an entry in the drop-down   
    list places the chosen entry in the selected field.    
  
FIELD           DESCRIPTION                             CORRESPONDING FIELD   
							LOCATION  
Account ID      From the drop-down list,                Add/Edit Account   
		one Account ID.                         dialog box;  
							Ticket window  
  
Ticket #        Enter a specific ticket number.         Ticket window title   
							bar  
  
First Name      From the drop-down list, select         Ticket window  
		one first name.   
  
Last Name       From the drop-down list, select         Ticket window  
		one last name.    
  
Department      From the drop-down list, select         Ticket window  
		one department.   
  
Phone           Enter a specific phone number.          Ticket window  
  
Assigned to     From the drop-down list, select one     Ticket window  
		staff member to whom tickets were   
		assigned.    
  
Issue Type      From the drop-down list, select one     Ticket window  
		ticket issue type.    
  
Action Code     From the drop-down list, select one     Add/Edit Action  
		action code.                            dialog box  
  
Network Address From the drop-down list, select one     Ticket window  
		network address.       
  
Problem Type    From the drop-down list, select one     Ticket window  
		problem type.        
  
Product         From the drop-down list, select one     Ticket window  
Category        product category.      
  
Cross Reference Enter specific cross reference          Ticket window  
		information.      
  
Company ID      From the drop-down list, select one     Add/Edit Company;   
		company ID.                             Contact Details   
							dialog box  
  
Priority        Place a checkmark in the priorities     Ticket window  
		to be included in the filtered view.    
		(At least one Priority must be selected.)           
  
Keyword search  Enter a word or phrase to use in a      Ticket window  
in Problem      context sensitive search in the   
Description     Problem Description field of the   
		Ticket window. Wildcards searches cannot   
		be performed.   
  
Keyword search  Enter a word or phrase to use in a      Add/Edit Action  
in Action       context sensitive search in the         dialog box  
Description     Description field of the Add/Edit   
		Action dialog box. Wildcards searches   
		cannot be performed.     
  
Open Tickets    Enter an optional date range to         Ticket window   
From/To         restrict the number of tickets which    (tickets having an  
		apply. (Refer to section 6.3.5 for      Open Status)  
		procedures on editing date values.)        
  
Closed Tickets  Enter an optional date range to         Ticket window  
From/To         restrict the number of tickets which    (tickets having a  
		apply. (Refer to section 6.3.5 for      Closed Status)  
		procedures on editing date values.)         
  
NOTES ON THE FILTER TICKET LIST DIALOG BOX:  a - The <All> entry causes the   
field to be ignored in the filter definition.  
	b -  The <Blank> entry includes those tickets having blank 
corresponding fields.   
	c -  Wildcards are not allowed in any of the filtered fields.  
	d -  When entering a date range, the To date must be equal to or 
later than the From date.  
	e -  At least one Priority must be selected.  
  
4.  Choose the OK button.  
  
    The ticket information is filtered, and only those tickets that match   
    the defined criteria will display in the View Tickets window.    
  
  
7.3  Sorting the View Tickets Window Display  
  
Defining a sort order for the tickets in the View Tickets window instructs   
LSC to list the tickets according to a new sort order method. Depending on   
the selected sort order, up to three sort criteria can be defined.  For   
example, if the primary sort key is defined as Assigned To, then the tickets   
can be further sorted according to Priority and then Problem Type.   
  
NOTES:  a -  Sorting by Priority will result in the tickets appearing in   
the following order: URGENT, IMPORTANT, NECESSARY, DESIRED.  
	b -  Sorting by Date will result in the tickets being listed in 
ascending date order (i.e., older dates are listed first).  
  
7.3.1  Sorting the Ticket List  
  
Use the following procedure to define the sort order of the tickets in the   
View Tickets window.  
  
1.  Choose the View tool bar button to display the View Tickets window.  
  
    The View Tickets window must be open to define a sort order.  
  
2.  Choose the Sort tool bar button.  
  
    You can also choose the Sort command from the View menu. The Select Sort   
    Criteria dialog box displays.  If a sort order has already been applied   
    to the View Tickets window, then the defined sort criteria will display   
    in the Select Sort Criteria dialog box.  
  
NOTE: If your LSC database labels have been modified, the sort order names   
in your Select Sort Criteria dialog box will be different. For more   
information on labeling, refer the discussion in section 5.2.  
  
3.  Define the sort order.  
  
    Each Sort # field has a drop-down list from which the sort criteria can   
    be selected.  Depending on the selected sort order, up to three sort   
    criteria can be defined.  
  
The following table lists the fields that can be sorted and describes the   
sort result.  
  
SORTED FIELD    SORT METHOD  
Assigned To     Alphabetical - from A to Z  
Closed Date     Numerical - increasing date order  
Department      Alphabetical - from A to Z  
Issue Type      Alphabetical - from A to Z  
Last Name       Alphabetical - from A to Z  
Opened Date     Numerical - increasing date order  
Priority        Ordered according to: URGENT, IMPORTANT, NECESSARY, DESIRED  
Problem Type    Alphabetical - from A to Z  
Product         Alphabetical - from A to Z  
 Category  
Ticket #        Alphanumerically - from A to Z for the first three   
		characters and then from 1 to xxx  
  
4.  Choose the OK button.  
  
    The tickets in the View Tickets window are sorted according to the   
    defined sort order.  
  
  
7.4  Custom Ticket Views  
  
A custom ticket view is a cross section of the tickets in the LSC database.    
Custom ticket views selectively display tickets that meet specific filter   
criteria, and as a result, they narrow down the number of tickets that   
display in the View Tickets window.  Creating a custom ticket view is   
identical to applying filter and sort criteria; however, a custom view is   
saved and can be added to the View menu.  
  
LSC provides several pre-defined ticket views which cannot be modified or   
deleted. Choosing the View menu displays the following pre-defined view   
options:    
  
o  Opened Assigned Tickets by Date  
o  Opened Assigned Tickets by Priority  
o  All Opened Tickets by Date  
o  All Opened Tickets by Priority  
o  All Closed Tickets by Date  
o  All Tickets by Date  
  
Choosing a view option filters the View Tickets window data and displays only   
those tickets that apply to the selected view option.   
  
LSC also allows users to create their own customized views of the ticket data.    
Ticket views are created by defining filter criteria and a sort order to be   
applied to the tickets listed in the View Tickets window.  For example,   
assume that Karen only wants to view the tickets that have been assigned   
to her.  Furthermore, Karen wants the tickets to be listed in ascending   
date order.  In this case, Karen would define a filter which included only   
the tickets that have KRN in the 'Assigned To' Ticket window field   
(i.e., Karen's login initials), and she would specify 'Opened Date' as the   
primary sort order.  Karen would then save her customized view as 'Karen's   
View."    
  
7.4.1  Creating Custom Ticket Views  
  
Creating a custom ticket view narrows down the number of tickets that display   
in the View Tickets window, thereby, allowing the support staff to view only   
the tickets that pertain to them.   
  
The procedure for creating a custom ticket view incorporates the procedures   
for "Filtering the Ticket List" and "Sorting the Ticket List" discussed in   
sections 7.2 and 7.3.1 respectively.    
  
NOTE: To accommodate the limited length of a pop-up menu, the maximum number   
of custom views that can appear on the View menu is ten (10).  
  
Use the following procedure to create a custom ticket view.  
  
1.  Choose the Custom View Settings command from the Administration menu.  
  
    The Custom View Settings dialog box displays.  This dialog box lists  
    any custom views that have already been defined.    
  
NOTE: Because the pre-defined LSC custom views cannot be edited or deleted,   
they are not listed in this dialog box.  
  
  
2.  To define a new custom view, choose the Add button.  
  
    The Add View Name dialog box displays.  
  
  
3.  In the View Name field, type the name to be assigned to the new view.  
  
    All typed characters are valid.  The view name is automatically entered   
    as uppercase.  
  
4.  To define the filter criteria for the new view, choose the Filter button.  
  
    The Filter Ticket List dialog box displays.  
  
5.  Define the filter criteria, and choose the OK button.  
  
    Detailed procedures for defining filter criteria are discussed in section  
    7.2.  Upon pressing the OK button, you are returned to the Add View Name   
    dialog box.  
  
6.  To define the sort order for the new view, choose the Sort button.  
  
    The Select Sort Criteria dialog box displays.  
  
7.  Define the sort order, and choose the OK button.  
  
    Detailed procedures for defining sort order are discussed in section   
    7.3.1. Upon pressing the OK button, you are returned to the Add View Name   
    dialog box.  
  
8.  To include the new view name on the LSC View menu, check the Include on   
    Menu option.  
  
    Click in the option box to place a checkmark in the box and enable the   
    option. Including the view name on the View menu allows for quick access   
    to the view.   
  
NOTE: Selecting the Include on Menu option will cause the view name to   
display on all LSC users' View menus.  
  
9.  Choose the OK button.  
  
    The new view is added to the list of views in the Custom View Settings   
    dialog box.  
  
  
7.4.2  Maintaining Custom Ticket Views  
  
Custom ticket views can be edited and/or deleted.  Because support staff job  
responsibilities and requirements often change, the filter and sort criteria   
of the custom views may need to be modified.    
  
Use the following procedure to delete and/or modify custom ticket views.  
  
1.  Choose the Custom View Settings command from the Administration menu.  
  
    The Custom View Settings dialog box displays listing the custom views   
    that have been defined.    
  
2.  To delete a custom view, highlight the view name and choose the Delete   
    button.  
  
    A prompt displays asking you to confirm the delete action. Choose the Yes   
    button to delete the selected view.  (Choose the No button to cancel the   
    delete action.)  
  
    The custom view is deleted from LSC.  The view name is removed from the   
    list of views in the Custom View Settings dialog box, and it will no   
    longer display on the View menu.  
  
3.  To edit custom view settings, highlight the custom view name and choose   
    the Edit button.  
  
    You can also double click on the view name to be edited.  The Edit View   
    Name dialog box displays.  The name of the selected view is automatically   
    entered into the View Name field.  
  
4.  Edit the view criteria.   
  
    The View Name, Filter criteria, Sort order and Include on Menu   
    definitions can be modified.  
	a - To edit the view name, move the typing cursor into the View Name   
	field and enter a new name for the custom view. (When the Edit View   
	Name dialog box first displays, the entry in the View Name field is   
	highlighted. Typing a new name will erase the highlighted name and   
	enter the characters you type.)  
	b - To edit the filter definition, choose the Filter button. The   
	Filter Ticket List dialog box displays showing the view's defined   
	filter criteria.  Make any changes to the filter definition, and   
	choose the OK button.  
	c - To edit the sort order, choose the Sort button.  The Select Sort   
	Criteria dialog box displays showing the view's defined sort order.    
	Make any changes to the sort order, and choose the OK button.  
	d - To include/exclude the view name from the View menu,   
	select/deselect the Include on Menu option. This option box toggles   
	on and off when selected.  
  
5.  After all modifications are made, choose the OK button.  
  
    You are returned to the Custom View Settings dialog box. Any changes to   
    the view name are reflected in the View Names list.  
  
6.  To apply the edited view to the View Tickets window, choose the View   
    button.  
  
    The View Tickets window displays with the selected view.  
  
  
7.5 Ticket Databases  
  
To facilitate efficient disk space usage, LSC lets you archive tickets. Based   
on any number of filtering criteria, tickets can be tagged and moved out of   
the current database file and into an "historical" database file.  (The   
procedure for archiving tickets is discussed in detail in section 5.7.1.)  
  
Historical database files are not compressed, and therefore, support staff   
members can access tickets that are maintained in either the "current   
database" or an "historical database."  The database used during the support   
staff's daily operation is the current database. New tickets are added to the   
current database, and open or active tickets are maintained in the current   
database.  A historical database may be referenced for investigative or   
problem research purposes.  
  
The procedures for loading an historical database and the current database   
are discussed in this section.  
  
7.5.1  Viewing Historical Tickets  
  
Use the following procedure to access the tickets maintained in an historical   
ticket database file.  
  
NOTES:  a -  Historical database files are created upon ticket archiving.    
Therefore, the following procedure can only be performed if you have already   
archived tickets.  Refer to the discussion in section 5.7.1.    
	b -  LSC allows you to view either the current or a historical 
database. Before you switch from one to the other, you need to close all 
ticket windows to prevent database corruption.  
  
1.  Choose the Historical Tickets command from the View menu.  
  
    The Choose Historical Database to View dialog box displays.  
  
2.  Make selections from the Directories and Drives lists to find the   
    archived file to view.   
  
    For example, choose the Drives down arrow button, and click on Drive G:   
    to display the directories on drive G.  Then click on a directory name   
    to display the list of files it maintains.    
  
    By default, *.ARC will display in the File Name field, thereby   
    instructing LSC to list all files in the selected directory that have   
    the extension *.ARC. You can modify this field entry if you have saved   
    the historical file with a different extension (e.g., *.old).   
  
3.  Select a file from the File Name list.  
  
    Click on a file name to enter the name into the File Name field.  
  
4.  To mark the historical file as Read Only, enable the Read Only option.  
  
    Placing a checkmark in this field will prohibit any changes to be made to   
    the tickets in the historical file.    
  
NOTE: To avoid inadvertently making changes to a historical database file,   
it is highly recommended that you mark the file as Read Only when selecting   
the historical file to be viewed.   
  
5.  Choose the OK button.  
  
    The tickets in the selected historical database file are listed in the   
    View Historical Tickets window.  
  
NOTE: The historical ticket information will display according to the   
currently defined filter criteria and sorting options.  To view all tickets   
in the historical database file, make sure that filter criteria is not   
applied to the View Tickets window.  
  
7.5.2  Viewing Current Tickets  
  
After viewing tickets in a historical database file, choose the Current   
Tickets command from the View menu to view the tickets in the current LSC   
database. The tickets in the current database will display in the View   
Tickets window.  
  
NOTES:  a - The current ticket information will display according to the   
currently defined filter criteria and sorting options. To view all tickets   
in the current database file, make sure that filter criteria is not applied   
to the View Tickets window.  
	b -  LSC allows you to view either the current or a historical 
database. Before you switch from one to the other, you need to close all 
ticket windows to prevent database corruption.  
  
This ends the chapter on viewing ticket information.  Refer to the next   
chapter for instructions on generating reports based on the ticket   
information being maintained by LSC.  
  
  
  
8.0   LSC Reports  
  
The previous chapter explained the various methods available for viewing   
ticket information. This chapter discusses LSC's reporting module and   
presents instructions for generating reports based on the ticket information   
being maintained.  
  
  
8.1  Introduction  
  
LSC is shipped with several pre-defined reports called "style sheets." The   
style sheets represent frequently requested reports which can also be   
customized to accommodate a specific need. By performing a "query," the   
information included in a report can be filtered according to virtually any   
combination of data values.   
  
For example, generating a report based on the All Tickets List by Date style   
sheet includes all tickets being maintained in the current LSC database. The   
information contained in the report can be filtered to include only the open   
tickets regarding printing problems specific to the Lotus spreadsheet.    
Queries can be saved and attached to any number of style sheets.  
  
In addition to customizing the pre-defined style sheets, reports that are   
created using the Crystal Reports software can be added into the LSC system.    
These added reports can be customized, renamed and/or deleted.    
  
NOTE: The Crystal Reports software is installed using the LSC install   
procedure.  A Crystal Reports program icon is added to the MCAFEE Program   
Manager group.  Procedures for using Crystal Reports are presented in Part   
Two of this manual.  
  
The following chart describes the sections in this chapter:  
  
SECTION                         DESCRIPTION  
Using Pre-defined Report Style  Provides the procedures for generating   
Sheets                          pre-defined reports and selecting an output   
				option.  
  
Using Queries to Customize      Provides the procedures for creating queries   
Reports                         to filter report data, applying queries to   
				reports and saving the report under a new   
				name.  
  
Adding New Reports              Provides the procedures for adding and   
				managing new reports.  
  
Sample Reports                  Describes the contents of the pre-defined LSC   
				reports and provides an illustration of each   
				report type.   
  
   
8.2  Using Pre-defined Report Style Sheets  
  
The pre-defined style sheets supplied with LSC represent frequently requested   
reports.  A pre-defined report can be generated "as is," or it can be   
customized by applying queries which further define the data to be included   
in the report.  
  
This section lists the procedures for generating the reports listed in the   
Choose Reports dialog box.  (The procedures for creating, applying and   
managing queries are discussed in the next section of this chapter.)  
  
NOTES:  a - The pre-defined LSC report style sheets cannot be renamed or   
deleted.  
	b - If you have modified the LSC database labels, the report names 
listed in the Choose Report dialog box will reflect the current labels.  
  
8.2.1  Printing Reports  
  
Use the following procedure to generate the reports listed in the Choose   
Reports dialog box.  (Refer to the other sections in this chapter for   
procedures on customizing the reports.)  
  
1.  Choose the Reports tool bar button.    
  
    You can also choose the Choose Reports command from the Reports menu.    
    The Choose Report dialog box displays.  
  
2.  From the list of Report Names, select the report you want to generate.   
  
    Your selection is highlighted. The default selection is the first report   
    name in the list.  
  
3.  Select the report's destination.   
  
    The following destinations are available:  
  
	o  Printer - Sends the report to the printer and uses the currently   
	defined Printer Setup parameters. (Refer to section 5.8 for   
	instructions on administering your print setup.)  
  
	o  Screen - Sends the report to a window on your screen.  Use the   
	scroll bars to scroll through the report contents. If desired, choose   
	the Print Report command from the File menu to send the report to the   
	printer. Double click on the control menu button in the report window   
	to close the window when you are finished.  
  
	o  File - Sends the report to a file. When this option is selected,   
	the File Format options become available.  The format options are:  
		- Text - output file is saved in ASCII format.  
		- Comma Delimited - output file is saved in a comma delimited   
		format in which commas are used to separate the fields.  
  
4.  Choose the OK button to initiate the creation of the report.    
  
    A Printing dialog box displays indicating the status of the report   
    generation.  
  
NOTES ON PRINTING:  a - If the report is sent to a file, you are prompted to   
enter a file name. Enter the file name and destination, and choose the OK   
button. The Printing dialog box displays even if the report is being sent to   
a file.    
	b - If the report is sent to the screen, the resulting report 
displays in a Crystal Reports dialog box.  The buttons at the top of the 
dialog box from left to right can be chosen for page scroll to first page, 
previous page, next page, last page, stop scroll, page magnification and 
route report to printer.  For detailed instructions on using the Crystal 
Reports software, refer to Part Two of this manual.  
	c -  After a report has been sent to the screen, choose the Print 
Report command from the File menu to send the report to the printer. (The 
report window must be open or minimized for the command to work.)   
	d -  If the report is sent to the printer, a "background report" is   
automatically printed after the selected report.  The background report   
lists the queries that have been applied to the selected report.  
	e -  Temporary files are created when reports are generated and 
routed to the screen or to a printer.  As a result, if you have limited 
system resources (e.g., disk space or system memory), it is recommended that 
you apply a query to the report to narrow down the number of applicable 
records. Refer to the procedures in section 8.3 for instructions on applying 
a query to a report.  
	f -  You must be captured to a queue when printing on a network.   
  
  
8.3  Using Queries to Customize Reports  
  
Queries can be defined and applied against a report to act as a filter for   
the data gathered from the LSC database.  Queries can be saved and applied   
to any number of reports.   
  
This section lists the procedures for:  
  
o  Applying a query to a report  
o  Customizing report style sheets  
o  Removing a query from a report   
o  Creating a new query  
o  Editing a query  
o  Deleting a query  
  
8.3.1  Applying a Query to a Report   
  
Use the procedure below to apply an existing query to a report.  
  
1.  Choose the Report tool bar button.   
  
    The Choose Report dialog box displays.  
  
2.  From the list of Report Names, select the report to which you want to   
    apply a query.   
  
    Your selection is highlighted, and the Current Query field displays the   
    name of the query currently applied to the selected report.    
  
NOTE: The <None> entry in the Current Query field indicates that no query is   
currently applied to the report.  
  
3.  Choose the Select button to the right of the Current Query field.  
  
    The Select Query dialog box displays listing all queries. (Refer to   
    section 8.3.4 for instructions on creating new queries if only the   
    <None> entry appears in this list.)  
  
4.  Select the query name from the Available Queries list, and choose the   
    Apply button.  
  
    To select a query name, point to the query and click the left mouse   
    button. Upon choosing the Apply button, the Select Query dialog box   
    closes and the selected query name is placed into the Current Query   
    field of the Choose Report dialog box.  The LSC database records are   
    sorted, and only the records that match the query's specified filter   
    criteria will be included when the report is generated.  
  
NOTE: Before applying a query, make sure that the correct report name is   
highlighted in the Choose Report dialog box.  
  
8.3.2  Customizing Report Style Sheets  
  
A pre-defined LSC report can be customized by first assigning a unique name   
to the report and then applying a query which filters the data to be included   
in the new report.  
  
NOTE: For instructions on using the Crystal Reports software to create new   
inventory and distribution reports, refer to Part Two of this manual. For   
instructions on incorporating the new Crystal reports into LSC, refer to   
section 8.4.1.  
  
Use the following procedure to customize a pre-defined style sheet.   
  
1.  From the list of Report Names in the Choose Report dialog box, select the   
    report on which you want to base the new report.   
  
    Select a report that consists of fields and data which are similar to the   
    report to be created.   
  
2.  Choose the Add button in the Choose Report dialog box.  
  
    The New Report dialog box displays.   
  
3.  Enter a new unique name in the Report Name field.  
  
    The report name must be unique.  
  
4.  Select a file name to be associated with the new report.  
  
    All report files in your LSC program directory are listed below the File   
    Name field.  Because the new report is to be based on the report selected   
    in the Choose Report dialog box, click on the file name of the selected   
    report. (The list of reports and their file names are provided in   
    section 8.5.)  
  
    For example, if you were customizing the Open Tickets by Date report, then   
    you would select the OPNDATE.RPT file name.   
  
5.  Choose the OK button to save the new report information.  
  
    The New Report dialog box closes.  The new report name is added to the   
    list of reports in the Choose Report dialog box.   
  
    At this point, the new report contains the same information as the report   
    on which it is based. Applying a query to the report will customize the   
    data to be included in the new report. Refer to the procedure in section   
    8.3.1 entitled "Applying a Query to a Report."  
  
8.3.3  Removing a Query from a Report  
  
Use the following procedure to remove a query from a report.   
  
1.  From the list of Report Names in the Choose Report dialog box, select   
    the report for which you want to remove the query.   
  
    Your selection is highlighted, and the Current Query field displays the   
    name of the query currently applied to the selected report.    
  
2.  Choose the Select button to the right of the Current Query field.  
  
    The Select Query dialog box displays.  
  
3.  Select the <None> query name, and choose the Apply button.  
  
    The Select Query dialog box closes. The filter criteria is removed and   
    all records that apply to the report will be included when the report is   
    generated.  
  
8.3.4  Creating a New Query  
  
Use the following procedure to create a new query. The procedure assumes that   
you have already chosen the Select button in the Choose Report dialog box to   
display the Select Query dialog box.  
  
1.  Choose the Add button in the Select Query dialog box.  
  
    The Add Query dialog box displays.  Press the <TAB> key to move from   
    field to field within this dialog box.  
  
2.  Enter a Query Name and define a filter entry.  
  
    The purpose of each filter entry is to narrow down the list of records to   
    be included in a report. If more than one filter entry is defined, the   
    entries are "linked" using either the AND or OR relationships.    
     
    For example, assume the following two filter entries:  
	Assign To = DAN  
	Action Code = Callback  
  
    If the entries are linked with the AND relationship, only the tickets   
    that satisfy both criteria (i.e., all tickets assigned to Dan which have   
    the callback action code) are included in the report definition.  
  
    If the entries are linked with the OR relationship, the tickets that   
    satisfy either criteria (i.e., all tickets assigned to Dan and all   
    tickets with the callback action) are included in the report definition.   
  
    For each filter entry, specify the following:  
  
	o  Query Name - Enter a query name up to 80 characters in length.  
	o  Component - Choose a component from the LSC database to use as the   
	filter basis.  Select a component from the drop-down list associated   
	with this field (e.g., Action, Cross Reference, Ticket #).  
	o  Operator - Choose an operator from the drop-down list associated   
	with this field (e.g., = - equal to, < - less than, <> - not equal   
	to).  
	o  Description - If desired, choose a description of the component   
	from the drop-down list associated with this field. The items which   
	are included in this list depend on the selected component. For   
	example, "Desired" and "Urgent" display as Descriptions if Priority   
	is entered in the Component field; "True" and "False" display if   
	Ticket Closed is entered in the Component field.  
	o  Query Link - Specify the relationship between the filter entries   
	(e.g., Assigned To = DAN OR Action = Callback). The link options are   
	AND and OR.  
  
NOTE: All filter entries in a query must have the same Query Link type   
(e.g., all entries will be linked by AND or all entries will be linked by OR).  
  
3.  Choose the Insert button to accept the filter entry definition.  
  
    The entry is added to the Current Query list in the Edit Query dialog box.   
  
4.  If required, insert additional filter entries.   
  
    Repeat steps #2 and #3 above.  
  
NOTE: To add a filter entry between existing entries, first highlight the   
filter entry line in the Current Query list where you want the new entry to   
be placed.  The new defined entry is placed in the highlighted position.  
  
5.  When all filter entries are defined, choose the Save button.  
  
    The query is saved and added to the Available Queries list in the Select   
    Query dialog box.  The new query can now be applied to a report.  
  
8.3.5  Editing a Query  
  
Use the following procedure to edit the definition of an existing query. The   
procedure assumes that you have already chosen the Select button in the   
Choose Report dialog box to display the Select Query dialog box.  
  
1.  Select a query from the Select Query dialog box, and choose the Edit   
    button.  
  
    The Edit Query dialog box displays showing the query's filter entries.  
  
2.  Modify the information, and choose the Save button.  
  
    For instructions on modifying the filter entries, follow the procedure   
    above entitled "Creating a New Query."  
  
    To delete a filter entry, highlight the entry in the Current Query List   
    and choose the Delete button.  
  
NOTE: To add a filter entry between existing entries, first highlight the   
filter entry line in the Current Query List where you want the new entry   
to be placed.  The new defined entry is placed in the highlighted position.  
  
8.3.6  Deleting a Query  
  
Use the following procedure to delete an existing query. The procedure   
assumes that you have already chosen the Select button in the Choose Report   
dialog box to display the Select Query dialog box.  
  
1.  Select the query to be deleted from the Select Query dialog box, and   
    choose the Delete button.  
  
    A prompt displays asking you to verify the delete action.  Choose the Yes   
    button to delete the query.  Choose No to cancel the delete action.  The   
    query is removed from the Available Queries list.  
  
NOTE: Queries that are currently applied to an LSC report can be deleted.  
  
  
8.4  Adding New Reports  
  
Additional reports can be incorporated into LSC through the use of the   
Crystal Reports software. Queries can also be applied to the new reports,   
and once added, the reports can be renamed and/or deleted.  
  
NOTE: The Crystal Reports software is installed using the LSC install   
procedure.  A Crystal Reports program icon is added to the MCAFEE Program   
Manager group.  Procedures for using Crystal Reports are presented in Part   
Two of this manual.  
  
8.4.1  Adding Reports  
  
New reports that have been created using the Crystal Reports software can be   
added into LSC by using the following procedure. All report files (.RPT)   
must be located in the LSC program directory.  
  
Use the following procedure to add a new report into LSC.  
  
1.  Choose the Reports tool bar button.  
  
    The Choose Report dialog box displays.  
  
2.  Choose the Add button.  
  
    The New Report dialog box displays.  
  
3.  Enter the Report Name of the report to be added.  
  
    The name entered in this field is the name that will display in the   
    Choose Report dialog box.  
  
4.  Select the File Name, and choose the OK button.  
  
    Select the .RPT file name to be added into LSC. (The .RPT files that   
    display are located in the LSC program directory.) The selected file   
    will be associated with the Report Name.   
  
8.4.2  Renaming Added Reports  
  
Use the following procedure to rename a Crystal report that has been added   
into LSC.  
  
1.  Choose the Reports tool bar button.  
  
    The Choose Report dialog box displays.  
  
2.  From the list of Report Names, select the report to be renamed and choose   
    the Rename button.  
  
    The Rename Report dialog box displays prompting you to enter a new report   
    name.  
  
3.  Enter the new report name, and choose the OK button.  
  
    The new report name displays in the Choose Report dialog box, and the old   
    name is removed. All attributes of the old report are preserved in the   
    renamed report (i.e., the report contents and applied query do not   
    change).  
  
8.4.3  Deleting Reports  
  
Use the following procedure to delete a Crystal report that has been added   
into LSC.  
  
NOTE: A pre-defined LSC report style sheet cannot be deleted; however, a   
report that was created using the Crystal Reports software and then added   
into LSC can be deleted.  
  
1.  Choose the Reports tool bar button.  
  
    The Choose Report dialog box displays.  
  
2.  From the list of Report Names, select the report to be deleted and choose   
    the Delete button.  
  
    A prompt displays asking you to confirm the deletion.  
  
3.  Choose the Yes button to delete the report.  
  
    Choose the No button to cancel the delete action.  If deleted, the   
    report name is removed from the Choose Report dialog box.    
  
  
8.5  Sample Reports  
  
There are several categories of pre-defined reports included with LSC. This   
section discusses the types of report categories and provides a sample   
window which illustrates the report contents.  
  
NOTE: If you have modified the LSC database labels, the report names and   
fields will reflect the current labels.  
  
The report categories include:  
o  All Ticket Listings  
o  Averaging Reports  
o  Client Listings  
o  Closed Ticket Listings  
o  Open Ticket Listings  
o  Miscellaneous Reports  
  
8.5.1  All Ticket Listings  
  
The reports in this category include:  
  
REPORT NAME                     FILE NAME  
All Tickets by Account ID       ALLACCT.RPT  
All Tickets by Assigned To      ALLSTAFF.RPT  
All Tickets by Date             ALLDATE.RPT  
All Tickets by Department       ALLDEPT.RPT  
All Tickets by Priority         ALLPRIOY.RPT  
All Tickets by Problem Type     ALLPBTYP.RPT  
  
Each report is primarily categorized by the label in its name (e.g., by   
account ID, by date or by priority).  All tickets are then listed in   
ascending ticket number order.   
  
8.5.2  Averaging Reports  
  
The reports in this category include:  
  
REPORT NAME                                     FILE NAME  
Average Initial Response Time by Assigned To    AINITSTF.RPT  
Average Initial Response Time by Problem Type   AVEINIT.RPT  
Average Time to Close by Assigned To            AVESTAFF.RPT  
Average Time to Close by Problem Type           AVEPBTYP.RPT  
  
Both Average Initial Response reports indicate the average time required for   
an initial action to be performed for a ticket. The Average Time to Close   
reports indicate the average time required for the tickets to be closed.  
  
8.5.3  Client Listings  
  
The reports in this category include:  
  
REPORT NAME                     FILE NAME  
Client Listing by Department    CLEDEPT.RPT  
Client Listing by Name          CLENAME.RPT  
  
Each report lists the detail information for the contact names assigned to   
an account.   
  
8.5.4  Closed Ticket Listings  
  
The reports in this category include:  
  
REPORT NAME                     FILE NAME  
Closed Tickets by Assigned To   CLSSTAFF.RPT  
Closed Tickets by Date          CLSDATE.RPT  
Closed Tickets by Department    CLSDEPT.RPT  
Closed Tickets by Priority      CLSPRIOY.RPT  
Closed Tickets by Problem Type  CLSPBTYP.RPT  
  
Each report is primarily categorized by the label in its name (e.g., by date,   
by department or by priority).  All closed tickets are then listed in   
ascending ticket number order.   
  
8.5.5  Open Ticket Listings  
  
The reports in this category include:  
  
REPORT NAME                     FILE NAME  
Open Tickets by Assigned To     OPNSTAFF.RPT  
Open Tickets by Date            OPNDATE.RPT  
Open Tickets by Department      OPNDEPT.RPT  
Open Tickets by Priority        OPNNPRIOY.RPT  
Open Tickets by Problem Type    OPNPBTYP.RPT  
  
Each report is primarily categorized by the label in its name (e.g., by date,   
by department or by priority). All open tickets are then listed in ascending   
ticket number order.   
  
8.5.6 Miscellaneous Reports  
  
The reports in this category include:  
  
REPORT NAME                     FILE NAME       DESCRIPTION  
  
Daily Action Listing by Person  ACTLIST.RPT     Categorized by LSC staff   
						member and then by ticket   
						action code.   
Monthly Statistics by Problem   MONPBTYP.RPT    Categorized by problem type;   
Type                                            lists statistics for the   
						current month.  
Monthly Ticket Load Statistics  MONTCKT.RPT     Categorized by problem type;   
by Problem Type                                 lists the number of new,   
						opened and closed tickets for   
						the current month.  
Ticket Details                  TCKETDET.RPT    Lists the details for each   
						ticket. Each ticket detail is   
						listed on its own page. Use   
						the buttons at the top of the   
						report window to scroll   
						through the list.  
  
 

