| NetHelpDesk |
 | Welcome |
| Overview |
| Screenshots |
| Overview of NetHelpDesk |
| Making best use of NetHelpDesk |
| ITIL and NetHelpDesk |
| Installation |
| Installing NetHelpDesk |
| Install Overview |
| Installing NetHelpdesk Main Program |
| Changing Default Install Folder |
| Installing NetHelpDesk on a Server |
| Configure PC's to access NetHelpdesk on Server |
| Installing NHServer |
| Escalator Client |
| Database |
| Choosing a database |
| Creating a New Database |
| Upsizing an MS Access DB to SQL |
| Importing Data |
| Setting up an SQL Database |
| Install SQL 2005 Express on Server 2008 |
| Preparation |
| Install Main Program |
| Install Service Pack 3 |
| Install Management Studio |
| NetHelpDesk Web Module |
| Web browser interface |
| Download/Install Webclient |
| Installing the Web Interface |
| Install IIS - Server 2003 |
| IIS Settings - Server 2003 |
| Installing IIS - Server 2008 |
| IIS Settings - Server 2008 |
| Create the IIS Website |
| Customizing |
| PDA Module |
| Configuration |
| General setup options |
| Clients/Sites/Users |
| Add Client Site |
| Amend Client Details |
| Delete Client Site |
| Users |
| Importing |
| Technicians and Alerts |
| Add Technicians |
| Setup Technicians |
| Email Templates |
| HTML Options |
| Confirmation By Email & Variables |
| Escalation and POP3 Email Interface |
| Escalation and POP3 Email |
| Request Type Entity |
| Actions/Statuses |
| Setup Status |
| Categorization |
| SLA's |
| SLA - Service Level Agreements |
| Create New Client SLA |
| Organisations |
| Sections |
| Custom Fields |
| LDAP - Active Directory Integration |
| LDAP |
| Approval Processing |
| NHInventory/Asset Configuration |
| Automatic Inventory / PC Auditing |
| Software Licence Tracking |
| Usability |
| Request and Fault Processing (Ticket Management) |
| Overview |
| Lifecycle of a Ticket |
| Terminology - Dates, Response Time, SLA Hold, Clearance |
| Entering New request / fault |
| Viewing and Updating Request Details |
| Taking actions to resolve fault |
| Deleting Tickets |
| Close Ticket |
| Calendar View |
| Statistics |
| Timers |
| Re-open Ticket |
| Escalation Procedure |
| "SLA Hold" and "SLA Release" |
| Using The Web Interface |
| Service Status Monitoring |
| Service Status |
| Service Status Viewing Screen |
| Example Service Setup |
| Knowledge Base |
| Overview |
| Searching the knowledge base |
| Make a new knowledge base entry |
| Diagramming |
| Diagramming |
| Site Diagram |
| Invoicing - Sage and QuickBooks |
| Setup Charge codes |
| Invoicing |
| Asset Management |
| Order Entry and Stock Control |
| Order Entry and Stock Control |
| Key Stats/Dashboard |
| Dashboard View |
| Searching and Reporting |
| Overview |
| Setting up a Query |
| Viewing query results |
| Using Quick Query |
| Processing reports / archiving |
| Auto Reports |
| Support and Contacts Details |
| Support and Contacts |
| To Be Allocated |
| Other Topics |
| Help files on Network Drive |
| Device Details/Users Equipment |
| Fit to screen |
| Link to Request ID |
| Lookup Codes |
| Needs Invoice, Not in SLA |
| Planned Action Date |
| Previous request on list |
| Reported By |
| Request Type |
| Request Type Setup |
| Show on Web |
| Symptom / request details |
| Technician assigned to |
| To Do List / Check List |
| Data Input Screen |
| Satisfaction Survey |
| Formatted Emails |
| Lookup Codes |
| Global Charge Rate Values |
| FAQ's and "How To's" |
| Change Format of Auto Emails |
| Control Technician Notifications |
| Create Recurring Automatic Tickets |
| Quick Search for recent Tickets |
| Change settings for Web Users |
| I need to change a ticket to another user or site |
| Create a new Email Template |
| Email Action Updates Automatically |
| Video Tutorials |
| Install IIS |
| Install NetHelpDesk |
| Install Web Client |
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