NETKEEPER
®
CRM
Installation
Multima Corporation
1
Rosewood
Court
East Greenwich, RI 02818-1543
2
Multi-user Version for Windows for IBM® Personal Computers and Compatibles
3
CONTENTS
Program License and Copyright
5
Introduction 6
Advantages
7
I Installation
9
Requirements
9
Installation
Overview
11
Installation Steps
14
Database
Linking
26
User Entry Installation
27
Convert from ISAM to SQL
28
Data
Import
39
Screen Customization Data Import
42
Installation Crystal report Run-time
47
Tech
Support
49
4
Program License and Copyright
NETKEEPER®, NETKEEPER® Help Desk Captain, NETKEEPER CRM, NETKEEPER Purchase Order, NETKEEPER E Mail, NETKEEPER Pager, NETKEEPER® Express, NETKEEPER® HD Mail, NETKEEPER SolutionsKeeper™ and NETKEEPER User Entry programs, screens and manual © Multima Corporation 1989 - 2005
.
All Rights Reserved Worldwide. Printed in the United States of America. NETKEEPER®, NETKEEPER® Help Desk Captain, NETKEEPER CRM, NETKEEPER Purchase Order, NETKEEPER E Mail, NETKEEPER Pager, NETKEEPER® Express, NETKEEPER® HD Mail, NETKEEPER SolutionsKeeper™ and NETKEEPER User Entry programs, screens and manual are owned by Multima Corporation and is protected by United States copyright laws. Multima Corporation grants you the right to use one copy of the enclosed programs (NETKEEPER®) on one machine, or network server, at any one time. The total number of simultaneous users may not exceed the maximum number of seats or workstations allowed by your copy of NETKEEPER. Multiple users can simultaneously use the enclosed program provided it is installed on only one machine, or network server, at any one time.You may not copy, modify or merge copies of NETKEEPER except for installation in the machine or network server, or for backup purposes. You may not reverse compile or reverse assemble any part of NETKEEPER. You may not rent, lease, sell, sublicense or otherwise transfer NETKEEPER without Multima Corporation's expressly written consent.
If you want to install NETKEEPER in more than one server or machine, you must purchase additional copies or licenses. No part of this manual may be reproduced in any form or by any means or used to make a derivative (such as a translation, transformation, or adaptation) without permission in writing from Multima Corporation.
Limited Warranty
Multima Corporation warrants the magnetic media containing software against failure for ninety (90) days from the date of purchase from Multima Corporation or its Authorized Reseller. THE NETKEEPER® PROGRAMS AND REFERENCE MATERIALS ARE PROVIDED "AS IS" WITHOUT WARRANTY AS TO THEIR PERFORMANCE, MERCHANTABILITY, OR FITNESS FOR A PARTICULAR PURPOSE. No updates are provided.
Multima Corporation's sole obligation hereunder is to replace defective media. The Customer assumes responsibility for the selection of appropriate applications program and associated reference materials.
Standard warranty service may be obtained by delivering the defective product, accompanied by a copy of the dated proof of purchase, to Multima Corporation during the warranty period. MULTIMA CORPORATION MAKES NO WARRANTY EXPRESS OR IMPLIED WITH RESPECT TO NETKEEPER® INCLUDING THE IMPLIED WARRANTIES OR
MERCHANTABILITY AND FITNESS FOR A PARTICULAR PURPOSE. THE ENTIRE RISK ARISING OUT OF USE OR PERFORMANCE OF NETKEEPER® AND
DOCUMENTATION REMAINS WITH YOU.
Some jurisdictions do not allow the exclusion of implied warranties, so the above may not apply to you.
5 IN NO EVENT WILL MULTIMA CORPORATION BE LIABLE FOR ANY LOST PROFITS, LOST SAVINGS, INCIDENTAL DAMAGES OR OTHER ECONOMIC CONSEQUENTIAL DAMAGES, EVEN IF MULTIMA CORPORATION OR ITS AUTHORIZED RESELLER HAS BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES. IN ADDITION, MULTIMA CORPORATION WILL NOT BE LIABLE FOR ANY DAMAGES CLAIMED BY YOU BASED ON ANY THIRD PARTY CLAIM.
Some jurisdictions do not allow the exclusion or limitation of liability for consequential or incidental damages, so the above limitations may not apply to you. The laws of the State of Rhode Island govern this agreement.
6
INTRODUCTION
Congratulations on acquiring your new NETKEEPER CRM. NETKEEPER® CRM is a complete system for both external and internal support. It is designed specifically to provide customer support and at the same time support computer users within the company. The system is a cost effective solution that provides all the features needed for full service support centers. NetKeeper CRM enables organizations to provide superior CRM services and to support business development opportunities. NetKeeper creates a closed loop seamless flow of information from customer service to business development, marketing and sales.
NetKeeper unites business development and customer support in one program. The program provides an innovative and practical Business Console to keep all the resources necessary to run an effective business in one program and on one screen.
Business and technical staff have access to NetKeeper from anywhere in the world. NetKeeper provides the resources for a highly effective customer relation’s management. The program supports worldwide data replication.Business and support staff have access to all program data on portable computers or hand-helds even when they are not connected to the main database. NetKeeper enables the staff to work while at a customer site or when there are no connections available to the corporate WAN or WEB.
NetKeeper CRM is a powerful multi-site, multi tasking software application that maintains its’ innovative thin client/ thin program design both on the WEB and on the LAN. The program makes use of the Windows® LAN interface with its superior speed and lookup displays and makes all the data available through a WEB browser. The entire application installs on the server. The program interfaces with Microsoft OutLook® and other mail clients. NetKeeper’s innovative and practical approach keeps all data in one database that can be shared through the LAN, WAN or WEB.
NetKeeper CRM is a fully integrated ready to use system right out of the box. No special training is necessary to run NetKeeper CRM. The NetKeeper Call Wizard lets users quickly enter and solve service request. NetKeeper CRM automates the process of entering caller information filling in all other relevant fields automatically when a contact name is selected. There is on screen access to other information about the reporting user such as previous calls and the inventory assigned to the user.
End users have access to the program through industry-standard browsers to enter, follow the progress of their service requests and look up answers in the SolutionsKeeper database. The contact management features give you the flexibility to service your customers without loosing track of details such as those who needs training or updates or should be placed on the company mailing list and more.
NETKEEPER uses the unique SolutionsKeeper™, a database of requests and solutions for recurring conditions on the network. SolutionsKeeper allows the help desk staff to rate all solutions so that the most often used solutions are always at the top of the list. All calls both complex and simple are recorded in a matter of seconds. The program logs response time and the total time that the service call has remained open for all help desk requests.
NETKEEPER CRM lowers your support costs by solving cases quickly with little operator training. NetKeeper’s easy to learn, intuitive interface design means that the average first time user of help desk software should be up and running upon installation of the program. We hope you enjoy NETKEEPER CRM.
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ADVANTAGES OF NETKEEPER
®CRM
1.
Self Service Help Desk -
Stop Answering the Same Questions Over and
Over Again! Use NETKEEPER Internet or LAN end user entry module for
end user self-service.
2.
Empower your customers
and end users. Let end users help themselves to
top-level technical support via the WEB or LAN with access to
SolutionsKeeper. Attach Knowledge bases, data files and multi media to
SolutionsKeeper.
3.
Cut the number of calls
and the support time by letting end users record,
follow and solve their own service requests. Set up your help desk to
automatically assign the call and page or e-mail a tech!
4. Customers and employees can access your help desk at
any time from
anywhere in the world
.
5.
Captain of your help desk
NetKeeper makes it easy to control and track
calls, solutions, training schedules, purchase orders, customer satisfaction
and customer profiles. Solve more problems in less time with instant access
to caller information.
6. Put all end user support data, bug fixes, hardware and software inventory,
PC configurations & client profiles
on line
for your quick access.
7. Access your research with pictures, audio or video clips. Search for old fixes using keyword searches and the intelligent SolutionsKeeper™ knowledge base.
8. Track bugs and bug fixes for different software versions. Automatically
compiles and publishes
“Top 10” FAQ
lists.
9.
Easy installation!
WEB and LAN components are
thin client
designs,
installed on the server, not on the workstation to eliminate workstation
conflicts and messing with your windows system directories. Users can
access the Help Desk through the LAN or through the WEB using the same
interface and same executable files. There is just one executable and one
database for both the LAN and the WEB. NetKeeper is easy to run and
maintain with almost zero administration cost.
10.
Complete information access
even when the Station is Down
11.
Supports worldwide data replication.
The staff has access to all program
data on portable computers or hand-helds even when they are not connected
to the main database
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Standard Features
•
Number of simultaneous end users limited only by hardware (unlimited
version)
•
Standard reports
•
Integration with Crystal Report Writer
•
Contact & customizable group management
•
To-Dos
•
Security features – Set individual security levels for each member of your help
desk staff
•
Business Management Console
•
Purchase Orders with inventory links
•
Links to LAN and general Inventory
•
E-mail and alphanumeric paging - send pages from any station on the network.
•
Customizable and designable tables and forms
•
FastSearch - powerful search engine to search text
•
Automatic Top 10 FAQ (frequently asked questions) generation
•
Automatic Telephone Dialer on contact and service call screens
More Standard Features
• Manual on Screen Access help for any screen. Print or cut & paste selections.
•
Database Dictionary - Data Export and Import
• True Multi User System. NetKeeper provides a true multi user multi threaded database. End users and techs can simultaneously create reports, enter data and automatically collect workstation data. There is no degradation in the program.
• Run the Help Desk Across a Slow Communications Link. NetKeeper CRM will run, using a slow communication’s link i.e. a telephone line or a fractional T1 line.
• XP style buttons and screens - easy to view for users
•
Drag and drop file attachments
•
White board for techs
•
Optional assignment of a case to equipment instead of caller
•
Programmable lists that send data to Excel or graphs etc
•
Supercase - groups more than one case or group of people to handle complex
issues
•
Text index database
•
Supports multiple site replication
•
Automatic MS Word mail merge to merge data from the database to Word form
Internet Features
•
One database for both LAN and WEB support
•
Automatic case routing to the correct analyst
•
Allows access from a browser
•
Automatic e-mail on new service requests
9
INSTALLATION
Requirements
NetKeeper Help Desk Main Console
•
A basic knowledge of Microsoft SQL Server.
•
Microsoft Windows® 2000, 2003, XP, NT 4.0 (SR3), 9x, 9.0 Mbytes of hard
disk space (to install the entire system). There is no special RAM memory
requirement other than the minimum amount of memory to run the operating
system.
•
A super VGA video (800 X 600 pixels) of resolution to properly display the
program screens.
Server
• 9M hard disk free space
• Microsoft® SQL Server version 7, 2000 or better
• Virtually all network protocols are supported including older protocols.
Note: Help Desk personnel are usually a hurried lot. Time pressures and
simultaneous multiple calls tax Help Desks to the very limit. It makes eminent
sense to provide Help Desk personnel with the fastest PC or workstation available.
A high performance machine will give the fastest response to run not only
NetKeeper but also any of the CDROM, database or other auxiliary programs that
you can run from within HELP DESK. The program will run on virtually any
computer. However, for best results, we recommend the fastest computer and the
most memory your budget allows and a 17” monitor using 1024 by 768 pixels.
NetKeeper Help Desk Mail OLE
Your NetKeeper communications server for e-mail and paging should be a dedicated computer to use as a gateway to your automatic page and mail systems. You can use an older Pentium-type computer running Windows 9x. The communications server will require a modem to communicate with your automatic page supplier.
While it is possible to run the program from the same server where you installed the NetKeeper Help Desk Console, using a separate computer provides a more stable paging and e-mail platform.
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Application Broker – Internet (optional)
Internet End User or Internet Tech module
• An IBM PC® or compatible computer
• Microsoft Windows NT 4.0 (SR3), 4.0 Mbytes of hard disk space.
• A link to the server where the NetKeeper Help Desk data is located. The data can reside in most any network capable of hosting Windows, PC DOS or MS DOS. Note: The data can reside in a Linux® or a UNIX® server provided that software is installed that allows a Windows workstation to save files on the UNIX computer. Install the Application Broker and the NetKeeper Internet End User Entry on your Internet server. While not absolutely necessary, we recommend that the Internet server also contain Microsoft Internet Information Server (IIS) version 3 or above. Installing IIS will let you serve HTML pages, such as an entry page or your Top 10 requests as well as the user entry program.
The Internet server computer must be running Windows NT version 4.0 with service release 3 installed.
For complete installation instructions for NetKeeper Internet, see your NetKeeper Internet module.
Note: The Internet components do not have to be installed on the same server as the other shared program components. The two servers can even be in different networks as long as they can communicate.
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Installation
Installation from a CD or from the Web
The program can be installed from a CD or by downloading it from the NetKeeper
Web site. Access the download page at:
http://www.netkeeper.com/other/nkuser1.htm
•
Fill in the data form if requested
•
Follow the prompts and download the file
•
Execute the downloaded file to install the program. If upgrading, install the
new program in the same directory as before to keep your settings and
shortcuts.
•
Read the "README.DOC" file that is displayed during installation.
The "README.DOC" file contains the most up-to-date information. We suggest that you print the "README.DOC" file and save the printout with your manual. The WEB installation will first extract the SETUP.EXE installation file to an installation directory. The installation routine will ask for a password (only for files downloaded from the WEB) and extract the SETUP.EXE file. The installation routine will the automatically run the SETUP.EXE file to install the program.
Update the database from the evaluation version to the full version
The full version may be a more recent version than the demo version and you may need to update one or more files in the database to match the layout required by the newer version. NetKeeper will display “error 47 – database mismatch” if the data table does not match the table layout that the program expects. The program will also specify the table that needs updating for example NKQST1 or NKSCM. A database mismatch indicates that a table is missing one or more columns.
Installation Overview
The installation should proceed in the following order:
• Microsoft SQL Server Database
• NetKeeper Help Desk Console.
• Learn to use the main console and enter a few requests.
• Import your Contact data.
• Install the communications server and set up your e-mail and automatic page links.
• Run a test to make sure that your e-mail and automatic pages are sent correctly. You will need a modem to communicate with your automatic page provider. Of the components listed above, only the MS SQL Server Database and the NetKeeper Console must be installed to start using the program. You can install the other
12
Install the full version to a separate directory
Installing the full version to a separate directory is the recommended method. Install the NetKeeper main console on a shared drive of a network server. This program will be shared by your Help Desk techs.
Note: You do not have to install the NetKeeper Console on the workstations since the program is shared from a network drive.
Typically, you will need about 10 to 200 Mbytes of hard drive space for your NetKeeper programs and support data for about 1000 end-users. Of course, the program requires less space if you support fewer users and requires more hard drive space to support additional users. The software and configuration audit data require the bulk of the drive space. If you do not use the inventory component of the main
console, then much less space is necessary.
NetKeeper and NetKeeper Internet are part of a very powerful suite of programs. While you can install the entire program suite in an hour or two, we recommend that you not try to install all the components on your very first day.
NetKeeper is loaded on the file server not on the workstations
. There are no NetKeeper components loaded on the workstations. The entire NetKeeper setup can be done in less than an hour or two.NetKeeper WEB and LAN components are thin client designs, installed on the
server, not on the workstation to eliminate workstation conflicts and messing with
your windows/system directories.
Install Help Desk in a second PC in multi-seats installations
You only have to create a shortcut to nkhdcap.exe since no components are installed in the local workstation. The entire program (and DLLs) installs in the NetKeeper
directory (The directory where you installed Help Desk).
Your operating system or licenses may require that you install network client software, SQL client software or Crystal Report Writer ™ software on your PC in addition to the NetKeeper shortcut.
Installation of Internet Components - optional
Once your NetKeeper LAN programs are up and running, it is time to install the Internet Components.
• Install the Application Broker - Internet version only (some versions only)
• Install NetKeeper Internet End User or Tech modules – optional
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Data Replication
NetKeeper has the ability to support worldwide merge data replication. Business professionals and support staff have access to all program data on portable computers or hand-helds even when they are not connected to the main database. NetKeeper enables professionals to continue working while at a customer site or when there are no
connections available to the corporate WAN or WEB. Staff can continue working anywhere at any time. See your SQL Server manual for information on setup of merger data replication
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INSTALLATION STEPS
NetKeeper is loaded on the file server not on the workstations. There are no NetKeeper components loaded on the workstations. The entire NetKeeper CRM setup can be done in less than an hour or two.
NetKeeper WEB and LAN components are thin client designs, installed on the
server, not on the workstation to eliminate workstation conflicts and messing with
your windows/system directories.
INSTALLATION STEPS SUMMARY
1. Install, but do not run, the NetKeeper CRM program
2. Create the NetKeeper database on your MS SQL server
3. Run scripts to create the NetKeeper tables
4. Create and start the full text search server
5. Enter the basic setup for NetKeeper CRM
6. Run the SQL script
7. Test the NetKeeper CRM console program
8. Set up the communications program, CAPCOM
9. Install Crystal Report Writer
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STEPS IN DETAIL
1.
INSTALL, BUT DO NOT RUN THE NETKEEPER PROGRAM
Using the START menu to install the NetKeeper CRM main console.
• Insert the CD-ROM in its drive (or disk one of the installation disks into drive A (or B)
• Choose Settings -> Control Panel from the Start menu on the task bar,
• Choose Add/Remove Programs then press the Install button.
The Windows Add Software Wizard directs you through the installation process.
• Install the program on a directory (folder) that can be shared by personnel accessing the program.
• Use a separate directory for each NetKeeper application since you may have more than one Netkeeper program. For example, create a folder named nksql.
• Then create different folders as needed in the nksql folder. Example folder tree: \nksql
nkcrm
nkhdmail
nksuper
Tip: Avoid long names when installing system software such as NetKeeper programs. Short names are always more reliable. Keep your folder names within the 8 character short name limit.
Note: You can also select Run from the START menu and run the setup.exe program on the root directory of installation CD. Example: d:\setup.exe
IMPORTANT NOTE:
Netkeeper’s advanced design allows multiple program threads. That is, you can open many copies of the same list. Eventually you will run out of resources, memory, connections or open files. How many simultaneous lists and update screens you can open depends on your computer and operating system. To see how many lists or screens you have open, click on WINDOW ¾ CASCADE and Windows™ will cascade all your open windows on the screen. You can normally open quite a few lists before you run out of resources. Update screens use more resources than lists.
The setup program may prompt you for your Company name, serial number and operating codes. The optional NetKeeper Express LAN inventory program uses the operating codes, also. Enter the Serial Number, Operating Code and User Code exactly as provided. Upper or lower case is important.
16
2.
CREATE THE NETKEEPER DATABASE
OR TRANSFER THE DEMO DATABASE
If necessary, install and configure the Microsoft SQL Server database. NetKeeper
CRM does not require a special setup of MS SQL server unless your installation
has special requirements. A default installation will work just fine.
Create the NetKeeper database on your Microsoft SQL server. Add users and
security as needed. You must start with a new, “fresh” database. Delete any
“demo” or “test” NetKeeper Databases.
To use an existing database you must update the layout as necessary. Using an
existing database with an incorrect layout may result in data loss or poor
performance. If the demo database layout is the same version as your full version,
no change is required and you can continue to use the database. Otherwise, run the
appropriate SQL script to update the database layout. Call tech support in case of
doubt.
To create the NetKeeper Database
•
Start Enterprise Manager (Part of Microsoft SQL server)
•
Expand your SQL Server group and select your database server for
NetKeeper and right mouse click on Databases to select new database and
create the NetKeeper database.
17
The default settings will work correctly to run the NetKeeper database.
•
Click
OK
to create the NetKeeper database.
You have now created an empty NetKeeper database on your MS SQL server.
Consult your MS SQL server manuals to setup a backup system for your database.
Make sure that the backup method and type selected will support restoring your
database to a different computer.
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3.
RUN SCRIPTS TO CREATE THE NETKEEPER TABLES
SQL Scripts are series of commands to create your NetKeeper tables and set them
up. You will need to run several scripts. If something goes really wrong while
running scripts, for example - your PC crashes, we suggest that you delete the
empty NetKeeper database and start over. Of course, if you are a MS SQL guru,
you will know just what to do and continue with the scripts. However, for the rest
of us, it is best to start over and get a solid database.
•
Start the MS SQL Query Analyzer program, part of MS SQL software.
•
Select Load SQL script and select the script nkdct.sql .
This script will create the table layouts.
•
Press F5 to execute the SQL script. The script should complete without
errors.
•
Next load and run the guidtrig.sql SQL script.
This script will create triggers to support the Global Unique Identifier
columns. The error “CREATE UNIQUE INDEX terminated because a
duplicate key was found.” Usually indicates that the GUID field is blank or
filled with blanks in existing data.
•
Use the MS SQL Query Analyzer program to load and run the nkcapri.sql
script.
This script will create the triggers to support RI (relational integrity).
•
Use the MS SQL Query Analyzer program to load and run the nkviews.sql
script.
19
WARNING: The nkdct.sql scripts delete all existing data in your target NetKeeper
database.
IMPORTANT NOTE:
Change the SQL script if you elect to create a database named other than the
default NETKEEPER. Running the SQL script on the wrong database may result in
data loss.
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4.
CREATE AND START THE FULL TEXT CATALOG
The full text catalog server is used to index the database text so you and your
end-users can quickly query the text entries in the database.
•
Use Enterprise Manager and expand the NetKeeper database entry on the
left panel.
•
Right mouse click on Full Text Catalogs and select New Full Text Catalog.
•
Enable full text for the database by creating a full text catalog named
“NetKeeper_Text” (without the double quotes)
•
Use Enterprise Manager to check that the full text service is running.
•
Use the MS SQL Query Analyzer program to run the fulltext.sql script.
This script will set up the text search parameters and columns. Ignore error
messages such as “You must first create a full-text index on table
'[dbo].[AMDNk]'.”
Tip:
Check your MS SQL documentation on how to populate the full text index
and set full text index population schedule. The text search functions will not
operate until your full text catalog is populated (built).
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5.
ENTER THE BASIC SETUP FOR NETKEEPER CRM
•
Run the nkahdcap.exe executable to start the Main Console for NetKeeper
Help Desk CRM.
IMPORTANT: Do not run the helpdesk.exe executable file before running the nkahdcap.exe executable file. The helpdesk.exe executable file will start the end-user module and will activate security before the main console program has setup security. You may not be able to login to the main console if security is activated before you set the basic parameters. In this case, you need to delete the NetKeeper database and start again.
The program requires no login information, the very first time that you run the program. After, your initial access to the program, you will have to enter your login information to open the program. The login is usually your initials and a password (optional).
NetKeeper will automatically create the ADM account with no password. You can add your password for security.
To set up your password and account information:
• Select Service Calls|Staff Members from the main menu
• Select ADM
6.
TEST THE NETKEEPER CRM CONSOLE PROGRAM
• Start NetKeeper CRM From the Windows Start Button
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7.
SET UP CAPCOM -
INSTALLATION OF E-MAIL
AND PAGER SERVER IS AUTOMATIC
The automatic e-mail and automatic page server program (CAPCOM.EXE) were installed with the NetKeeper CRM main console. It is not necessary to reinstall the automatic e-mail and automatic page server program (CAPCOM.EXE) on the communications server PC.
NetKeeper E-mail Server and alphanumeric Paging Server will check for new Service Calls on one or more NetKeeper help desks. The program sends e-mail or paging messages to the assigned technician or technicians if the calls are of sufficient priority and you have enabled e-mail and paging.
Each help desk can have different send preferences. The send preference is the criteria for deciding if the message is sent or not. You can define different send preferences for each priority level. The overall result is that you have lots of flexibility in deciding who gets e-mail and or paging messages. NetKeeper CRM includes an easy to set up and use paging system and a complete e-mail system.
Run the automatic e-mail and automatic page server program
(CAPCOM.EXE)
• Create a shortcut to run the automatic e-mail and automatic page server program (CAPCOM.EXE) or use Explorer and navigate to the directory where NetKeeper CRM is located.
• Designate a dedicated PC to run the server (an old Pentium PC will do with a modem to send page)
• Install the mail OLE server software on the comm PC.
Pager Setup Options
Start the NetKeeper Communications server program: CAPCOM
• Select Utilities|Setup from the Main Menu
• Select the Setup Tab
• Select Enable Paging
• Enter the full path to the directory where the NetKeeper CRM data is located. This is normally the same directory where you installed the NetKeeper CRM main console.
23
Automatic Page Options
• Select SETUP|SETUP OPTIONS from the Main Menu
• Select the Communicaions Tab
• Set up the comm options from the set up options screen
Port The comm port connected to your modem Band Rate Usually 1200 (ask your pager supplier)
Parity Usually Even
Data Bits Usually 7 Stop Bits Usually 1
Modem Setup string ATZ (or ask your pager supplier) Modem Dial ATDT (for tone dial)
Tel. Number The prefix only required to dial out Usually 9
• Select the Modem Tab
• Change the modem setup and modem dial prefix defaults as needed. Usually the defaults will work. However, you may need to reset your modem to its factory defaults if you are using an old modem or a modem that was configured for another program. See you modem’s manual on how to reset the modem to the factory defaults.
• Set the telephone number prefix as required. This field is used when the phone system requires a prefix to dial out. For example, some phone systems require “9,” before the number to obtain an outside line.
• Select the SERVER SERVICES TAB
• Check “Enable Page Service”
• Select Central Station (your pager supplier) interface type: Manual Automatic (better but not supported by all suppliers)
Note: We have seen that some of the new modems will not work correctly at the very slow speeds used by the automatic paging systems. In case of doubt, try a different modem.
Note: The Automatic interface type for the Central Pager Interface is the preferred interface. The Automatic mode uses a protocol that communicates with the Central Office and verifies that the page was sent. The Manual mode just sends the page (like you do when you dial a message in) but does not verify that the message was sent.
24
Automatic E-mail Options
• Select Utilities|Setup from the Main Menu
• Select the Internet E-Mail Tab
• Enter the default return address
• Enter the default SMTP e-mail server (only if using Internet style e-mail)
Systems Supported for E-mail system
NetKeeper E-mail system supports mail systems based on SMTP/POP, MAPI, VIM, MHS or Banyan Vines.
25
8.
INSTALL CRYSTAL REPORT WRITER
The Crystal Report Writer is not a "thin client" and you must install either the full Crystal Reports or the runtime version of Crystal Reports
To run Crystal reports from another program, such as a NetKeeper program, you need to install the Crystal Reports components on your workstation.
Choices to install the Crystal Reports on your workstation: 1- Install the full (developer's edition) on your workstation.
2- Install the base Crystal Reports and then run the Crystal Reports run-time API installation included with NetKeeper programs.
3- Install the run-time API installation included with NetKeeper programs.
Note on Standard Reports
To run the standard reports, it is not necessary to install the Crystal Report Writer.
Install the run-time API installation included with NetKeeper programs. The setup
file for the runtime engine can be found in the cr8 folder of the NetKeeper SQL
CD.
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LINK THE HELP DESK DATABASE AND THE LAN INVENTORY
DATABASE - IT IS AUTOMATIC
The linking is automatic in NETKEEPER . The program can view and update the
"live" data collected by NETKEEPER EXPRESS.
See Utilities|Setup|Login
27
LINK THE HELP DESK DATABASE AND THE LAN INVENTORY DATA
FROM (PREVIOUSLY PURCHASED) NETKEEPER EXPRESS
The linking is automatic
•
Select Utilities
•
Select Setup
• Select Login
• Select LAN Inventory Path
• Enter the LAN inventory path for NetKeeper Express
Tip
If you are already running NETKEEPER EXPRESS, back up your data and report
definition before you install NETKEEPER . Reinstall the previous
NKSYSTEM.DAT after the installation.
RE-ENTER THE SERIAL NUMBER AND OR USER OPERATING CODES
To re enter the serial number and codes for NetKeeper Express at a later date:
• Start the CREATE ALL FILES program
• Select FILE
• Select System File
• Enter the codes.
The codes are case sensitive. Use the proper upper/lower case. It is usually not necessary to re-enter the serial number and codes.
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END USER ACCESS PROGRAM - INSTALLATION
Provide a Menu Selection or Program Shortcut (Icon)
Use a menu selection or program shortcut to start the End User Access program
from the client workstations. If you have a system wide menu, add an entry to run
the NetKeeper End User Access program. Most menu systems ask for the name of
the executable file and the name or the default, or initial directory.
•
The name of the NetKeeper User Help executable file (the file that starts the
program) is HELPDESK.EXE
29
Install the program only once. All users on your network will then share the one
copy of the program installed in a shared directory. The NetKeeper User Entry
program does not have to be installed on the user’s workstations. However, you do
have to provide a means for users to start the NetKeeper User Entry Program. You
can provide a Program Icon (program item), or the program can be started from the
File Manager or Explorer.
Check that your NetKeeper database is not
damaged and does not include duplicate records.
Run the CSRT utility on your main tables if
necessary.
To run CSRT:
Open a DOS window
Navigate to the NetKeeper
directory
At the prompt type:
CSRT <tablename>
Where <tablename> is
the name of the table
Example:
CSRT SCMNK
The CSRT utility should
complete without errors.
Start the MS SQL Enterprise Manager program.
Enterprise Manager is the
main administrative tool in
MS SQL Server. Use your
MS SQL CD to install the
MS SQL Enterprise
Manager utility.
30
Create the NetKeeper database on your Microsoft
SQL server. (NetKeeper requires MS SQL server v
7.0 or above)
Start with a fresh database
created just for this
purpose. Do not use a
“test” database that you
may have created
previously. Using an
existing database may
result in an incorrect
database layout.
To Create the database:
Right mouse click on the
DATABASE object in
Enterprise Manager.
Click New Database
Name the new database “NetKeeper”
You can name your
database any name you
want but we suggest that
you use “NetKeeper”
Accept all the other
defaults that MS SQL
suggests in the Database
Properties dialog.
Click OK to create the new
database.
The new “NetKeeper” database is now displayed in
the Enterprise Manager DATABASE tree.
Click on the “+” to expand
the database tree if
necessary.
The new NetKeeper
database is ready for use.
Delete and recreate the NetKeeper database if something does not look right or the database is damaged during the conversion.
31
Backup your existing ISAM NetKeeper Help Desk
Program and data.
This is a precaution; you
just can’t have too many
backups!
In any case, you will be
working with a COPY of
your working data.
Make a temporary copy of your NetKeeper Help
Desk Captain directory.
Use the Windows Explorer to make a copy of the
entire NetKeeper directory that holds your existing
program and data.
Use the COPY as the
source directory for the
conversion program to
avoid any problems with
your original data.
Start the Microsoft SQL Server Query Analyzer and
select NetKeeper as the database in the DB
window.
The Microsoft SQL Server
Query Analyzer will be
used to run a series of
commands (a SQL script)
that will create the
database layout and
settings required by
NetKeeper.
Experienced SQL users can
modify the scripts to suit
special needs but normally
the scripts are used without
modifications.
32
Click on the Load SQL Script button and load
the
nkdct2.sql
script from the Converter folder.
The Converter folder is the
folder where you installed
the CONVERT.EXE program
from the file downloaded
from the Internet.
Double check that you are
using the
nkdct2.sql
script from the Converter
folder and not from any
other folder.
Using the wrong version of
nkdct2.sql
may results in
errors in later steps of the
data conversion.
Double check that the NetKeeper database is selected as the default database in the DB box. Running a script on the wrong database can erase or damage existing databases!
Damaging someone else’s
data is a good way to ruin a
friendship.
Click the EXECUTE QUERY button to run the
SQL script.
The
nkdct2.sql
script
will create the basic table
layouts in the NetKeeper
Database.
The SQL script should
complete without errors.
33
Click on the Load SQL Script button and load
the
guidtrig.sql
script from the Converter folder.
Click the EXECUTE QUERY button to run the
SQL script.
Double check that you are
using the
guidtrig.sql
script from the Converter
Folder and not from any
other folder.
The SQL script should
complete without errors.
The error “ CREATE
UNIQUE ERROR
terminated because a
duplicate key was found”
usually indicates that the
GUID field is blank or
filled with blanks. The
field should not contain a
NULL before running the
script. This condition is
usually due to a
“non-empty” database. Delete
and recreate the NetKeeper
database to correct this
problem.
Run the
CONVERT.EXE
program to convert your
existing data into the SQL database.
To run the
CONVERT.EXE
program:
Run Windows Explorer and find the
CONVERT.EXE
program.
The CONVERT.EXE program was installed in a previous step using the file downloaded from the Internet.
34
Double click on the
CONVERT.EXE
program to
run the program.
Click Select All Files to convert all files. This is the default.
Press the SPACE bar to deselect / reselect a file to convert. This is useful if a source file is damaged and will not convert. You can re-run the CONVERT.EXE program and convert just one file but you must first make sure that the matching table is empty in your SQL database. Use the SQL TRUNCATE TABLE command to empty a SQL table.
TRUNCATE TABLE
(T-SQL)
Removes all rows from a
table without logging the
individual row deletes.
Syntax
TRUNCATE TABLE
name
Arguments
name
Is the name of the table to
truncate or remove all rows
from.
Click “Start the conversion” to initiate the data
conversion.
Confirm that you did backup your datafiles (and
your program files) to proceed.
Do not interrupt the conversion process. Delete and re-create the NetKeeper database, then redo the conversion if the conversion process is interrupted.
35
Select the NetKeeper Captain data source directory
(folder)
The Captain data source is the directory (folder) containing the COPY of your original NetKeeper data.
Login to SQL server
The conversion will not work if you don’t have the correct rights into the MS SQL Server database.Login with administrator rights to insure that the conversion process can create and modify database objects.
Wait until the
CONVERT.EXE
program ends
The CONVERT.EXE will convert file by file and populate the SQL database tables. The top of the dialog indicates which file is being converted.Once CONVERT.EXE is done your data is now in the SQL database. All that remains to be done is bring the SQL database to the current release layout.
36
Create a full-text catalog server for your database.
The NetKeeper database is fully text indexed. A
text server must be created in SQL Server to
maintain the text index.
To create the full-text catalog:
Open MS SQL Enterprise Manager
Expand the DATABASE object until you can see
the NETKEEPER database
The full-text catalog server is a separate service that also needs to be defined before it is available for use.
Right mouse click on the Full-Text Catalog object
in the NetKeeper database object.
Right click on an object always displays the available actions for the object.
37
Click NEW FULL-TEXT CATALOG to create a
new Full-Text catalog.
Click OK to create the Full-Text Catalog
Name the new Full-Text Catalog “Netkeeper Text” You can also define when and how the Full-Text Catalog will be populated. The Full-Text Catalog will be empty until you build the catalog, this is not an automatic process and needs to be repeated periodically or the Full-Text Catalog will be empty or out-of-date.
Click on the Load SQL Script button and load
the
nkcvt702.sql
script from the Converter folder.
MAKE SURE THAT THE NETKEEPER
DATABASE IS SELECTED IN THE DB BOX
Click the EXECUTE QUERY button to run the
SQL script.
Double check that you are
using the
nkcvt702.sql
script from the Converter
Folder and not from any
other folder.
Double check that the NetKeeper database is selected as the default database in the DB box. Running a script on the wrong database can erase or damage existing databases! Damaging someone else’s data is a good way to ruin a friendship.
The script should complete without errors.
The database is now ready for use and at revision level 7.02
38
Backup your new database.
Always a good idea to
backup your converted
SQL database.
Install your new NetKeeper Help Desk software and run the NetKeeper Console program.
Don’t run the database
creation scripts per the
installation instructions
since you have already
created the database.
Optional: Convert to a level above v7.02
The conversion program and the conversion scripts
will convert your ISAM NetKeeper Help Desk data
to SQL NetKeeper Help Desk version 7.02. You
need to run additional scripts if your new
NetKeeper Help Desk or NetKeeper CRM
program’s version is higher than 7.02
See the Installation section of the software and the
readme.txt file for additional upgrade information.
To convert to a higher level run the SQL conversion
scripts supplied with your version of NetKeeper
Software.
The scripts will be located in the
SQLscrpt
folder
of the NetKeeper SQL software folder.
The database layout must
match the data
requirements of the
program or the program
will return error 47 –
Mismatched database.
You don’t have to run
other scripts if your
NetKeeper software
version is 7.02
39
IMPORT DATA INTO NETKEEPER SQL DATABASES
To import data from another program, see also your SQL Server manual under DTS (Data Transformation Services).
Contents
1- Data Organization 2- Import Example
Use MS DTS (Microsoft (r) Data Transformation Services) to import data from any source into the NetKeeper database.
Example:
Importing data into the Contact database, including department data. NetKeeper is a full 3 tier contact system. The first tier is usually Company, the second tier is Department and the third tier is Contact. These tiers can be renamed.
Data Organization The database tables are: CIMNK --- Company data CDMNK --- Department data CCMNK --- Contact data Relations:
CIMNK and CDMNK are related by the CIMSiteID and CIMSysID fields. Example FROM Join (syntax may vary for different databases):
FROM CIMNK CIMNK left outer join CDMNK
ON CDMNK.CIMSiteID = CIMNK.CIMSiteID AND CDMNK.CIMSysID = CIMNK.CIMSysID
---
CIMNK and CCMNK are related by the CIMSiteID and CIMSysID fields. Example FROM Join:
FROM CIMNK CIMNK left outer join CCMNK
ON CCMNK.CIMSiteID = CIMNK.CIMSiteID AND CCMNK.CIMSysID = CIMNK.CIMSysID
---
CIMNK and CDMNK are related by the CIMSiteID and CIMSysID fields. Example FROM Join:
FROM CIMNK CIMNK left outer join CDMNK
40
ON CDMNK.CIMSiteID = CIMNK.CIMSiteID AND CDMNK.CIMSysID = CIMNK.CIMSysID
---
Example on relating all 3 tiers : FROM CCMNK CCMNK left outer join CIMNK
ON CIMNK.CIMSiteID = CCMNK.CIMSiteID AND CIMNK.CIMSysID = CCMNK.CIMSysID
left outer join CDMNK
ON CDMNK.CDMSiteID = CCMNK.CDMSiteID AND CDMNK.CDMSysID = CCMNK.CDMSysID
2- Import example.
A user has the following fields to import: first name last name title Department Office phone number e-mail address
The data corresponds to fields in the Contact (CCMNK) table and the Department (CDMNK) table. The data corresponds to internal users in a company so a link to the Company (CIMNK) table is also implied.
Steps to import:
*- Use the NetKeeper console and the Organization List screen to create the entries for the Company and Departments. Usually there are very few department entries and it is easier to simply enter the departments. In this case there
is only one Company entry so just enter the Company data via the console. *- Build a spreadsheet or comma delimited file with your data. Add the relation fields to the spread sheet. In this case we need the following relation fields:
cimsiteid, cimsysid, cdmsiteid and cdmsysid
Add the above fields to your source data spreadsheet or comma delimited file. The columns in the source file are:
cimsiteid cimsysid cdmsiteid cdmsysid first name last name title Department Office
41 phone number
e-mail address
*- Determining the relation fields.
Open the Company record in the NetKeeper console and record the small number on the upper right hand corner of the screen. The first number is cimsiteid
(usually 0 unless you have multiple sites). The second number is cimsysid. Populate the value of cimsiteid and cimsysid to all rows since all contacts are associated with the same Company.
Open the Department records in NetKeeper and record the small number on the upper right hand corner of the screen. The first number is cdmsiteid (usually 0 unless you have multiple sites). The second number is cdmsysid. Match the correct ID number to each contact in the data you are importing. The correct cdmsiteid and the correct cdmsysid will associate the contact to the correct department.
*- Save the completed spreadsheet or comma delimited file and use the DTS services to import the data into the CCMNK table. The fields must be matched to the CCMNK field names as follows:
cimsiteid --> cimsiteid cimsysid --> cimsysid cdmsiteid --> cdmsiteid cdmsysid --> cdmsysid first name --> Firstname last name --> LastName title --> Title
Department --> ignore no match, associated via cdmsiteid and cdmsysid Office --> userdef151
phone number --> TelWork e-mail address --> Email Notes:
1- In DTS, target transformation dialog uncheck "enable identity insert". The database will automatically create the identity fields.
2- Do not import data into the GUID field, the database will create this unique global identifier field.
42
IMPORT SCREEN CUSTOMIZATION DATA TO THE NSMNK TABLE
Use for language customization, also.
Step Comments
Back up your program and data.
Use this backup to restore
your database should you
need to do so. Double check
that you have made a good
backup.
Start query analyzer
Run the query “truncate table nsmnk” to clear
the nsmnk table of all data.
This utility is included with
the Microsoft® SQL Server
client.
Select your database name
(usually ‘NetKeeper’) before
executing the query
Start Enterprise Manager
The Enterprise Manager is a
utility included with MS SQL
Server
Right-mouse click on the database name and
select IMPORT DATA
Setting up the DTS (Data
Transformation Services)
services to import data from
an external source.
43
Step Comments
This will start the DTS Data Import Wizard.
Click NEXT to define the SOURCE of data.
The data source is the external
data that you are importing.
Click NEXT to define the format of the data
being imported.
The format must match the
format of the data being
imported. This example
shows importing from an
ASCII (text) comma
delimited file (also called a
csv file). However, your data
source may be very different.
Multima Corporation
customization files are usually
delivered as ASCII comma
delimited files. Set the file
format as shown on the left to
import data from a Multima
Corporation customization
file.
44
Step Comments
Click NEXT to complete the import file
format and select the delimiter.
This example uses importing
data from an ASCII (text)
comma delimited file. Your
data source may be very
different.
Click NEXT to select the destination.
The destination data is your
NetKeeper database. This
example imports to the
NSMNK table of screen
changes. Your destination
table may be different.
Click NEXT to select the source and the
destination tables.
The source table contains the
data you are importing. In this
example you do not have to
select the source table because
the ASCII file has no tables,
just data.
The destination table is the
target table in your NetKeeper
database. Screen
customization data is loaded
into the NSMNK table.
45
Step Comments
Click NEXT. You may now save the data
transformation (data import) or execute the
import immediately.
Saving the data
transformation is useful if you
plan to repeat the data
46
Step Comments
Click NEXT then Click FINISH to execute
the import.
The import may be successful
but report an error creating
the table. The table could not
be created because a table
with the same name was
already created. However the
data copy was successful.
The error can be ignored since
the table already exists in
your NetKeeper database.
The data import is now complete. Start your
NetKeeper software and check that the
customization changes are correctly
displayed.
You have now imported
custom screen changes into
your NetKeeper system.
Additional customization may
be provided through
translation tables. Translation
tables are used to use different
languages or to make “mass”
changes of the same text.
Display and check the data in the target table
(NSMNK in this case) if the new
customization changes are not properly
displayed.
To display the data, right
mouse click on the table and
select OPEN TABLE |
RETURN ALL ROWS.
Check that the data imported
matches the data in your data
source.
47
INSTALLATION OF THE CRYSTAL REPORT RUN-TIME
Step Comments
Locate your NetKeeper CD and load the CD on
your PC.
Run the installation
The installation routine will
not prompt for a target
directory because the
run-time components must be
installed in specific folders.
The run-time components
will run the standard reports
in most cases; however, it is
highly recommended that the
full Crystal Report Writer be
installed. You must install
the run time or the full
Crystal Report Writer to run
a report on a workstation.
You can also run the WEB
version of Crystal Report. No
client is needed.
Check that the login string is correct in the global
options.
The Crystal Reports run-time
will use the NetKeeper login
string to access your
database. The reports will not
run if the login string is
incorrect.
Do not use “local” as your
server name since “local” has
different meanings on
different computers.
Login as ADM to the
NetKeeper main program to
access the Global Options
screen from the utilities |
Setup data selection.
48
Step Comments
What to do if the reports will not run:
1- Check that you have properly installed the run-time client as above.
2- Install the SQL client on your PC from the SQL CD. You only need to install the client, not the client utilities. This installs all the components required to communicate with SQL server. This is normally not necessary for Win 2000 or Win XP workstations unless one or more dlls are missing.
3- Install the full Crystal Reports on one workstation and try to run the report. Try setting the database location and check the database layout (from the Database menu selection in Crystal Reports) 4- Check the NetKeeper or the Crystal Reports knowledgebase for additional information.
Missing DLLs or incorrect login strings are the most common cause for the Crystal run-time to fail running your reports.
Installing the full Crystal Reports package will install all the components required to run the reports. DO NOT install the run-time version if the full version is already installed on the PC.
Use a version of Crystal reports that can communicate with SQL server. (Developer’s version is the preferred version as it includes all components)
49
TECHNICAL SUPPORT
You can obtain tech support for NetKeeper. Multima Corporation and its
representatives can also provide training, consulting services and contract personnel
to assist you in operating your Help Desk.
Have your serial number handy when you call for support. Enter your serial
number and a short description of your service call in the automated voice
answering system. All calls are answered quickly in the order in which they are
received.
You can also e-mail your request so that the appropriate service representative is
assigned to your call
Before you call tech support, check the Troubleshooting section of the manual.
Technical Support numbers:
Tel: 401-885-1916
Fax: 401-885-2605
[email protected]
Web Site
http://www.netkeeper.com
Technical support is for the installation and maintenance of your NetKeeper
software. Support for the installation of Microsoft SQL server is not included in
the standard service contract. SQL server support requires a Gold level service
contract
50 A advantages, 7 Application Broker, 10, 12 C CAPCOM, 14, 22 configuration manager, 26 H help desk, 6, 7, 21, 26 Help Desk Pro, 6, 26, 47
I installation, 4, 9, 11, 14, 15 INSTALLATION, 27 L lease, 4 M mail ole, 9 memory, 9, 10, 15 menu, 15, 27 N Netkeeper Express, 26
Netkeeper Help Desk Pro, 6, 26, 47 P priority, 22 R Requirements, 9 S send preferences, 22 setup, 15 Setup Options, 23 SolutionsKeeper, 6, 7 T tech support, 47 W wizard, 15
