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* YOU MUST CLOSE (NOT MINIMIZE) NOTEPAD TO CONTINUE WITH SETUP! *
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HELP!Desk 3.05 Update
=====================

Please read the following important messages before 
continuing with the installation of this upgrade.

The update consists of a completely updated HELP!Desk programs
and new PowerBuilder run-time DLLs.  For this reason, we have shipped
the update as a complete HDWIN installation.  Follow your original 
installation instructions EXCEPT DO NOT INSTALL THE DATABASES, as you
could overwrite your valuable data.


<<PLEASE NOTE THE FOLLOWING>>
1. In a multiuser environment it is VERY IMPORTANT that all HELP!Desk
   users are running the same version of the program.  Please remember
   to update all workstations when a new version of the software is
   released.
   
2. Not all versions are released for general use, so you may not
   have received incremental releases.  Version numbers change whenever
   we make changes and begin a new suite of testing.


For Multiuser (LAN) Installations
=================================
  You need to install one module onto the File Server:
      Client Files         This creates a directory containing all other
                           files (executables, DLLs, ODBC drivers) that
                           are needed to run HELP!Desk.  It also installs
                           a version of SETUP.EXE that each user can run
                           to install HELP!Desk on his/her machine.
                           
                           
  For best performance, each user should have the HELP!Desk programs
  installed on his/her local hard drive, and runtime files (DLLs, ODBC)
  should be installed locally in his/her \WINDOWS\SYSTEM directory.
  
  If that's not practical, also install the HELP!Desk programs on the
  server.
  
  Installation of the DLLs and ODBC drivers on the server (instead of
  the local hard disk) is possible, but not recommended.
  
  
  Please follow these instructions for Multiuser Install:
  =======================================================
  1. Install the modules that are checked by default.
   
  2. Enter the name of the desired database directory on the network.
         (i.e. F:\HDWIN)
         
  3. Then enter the name of the directory which will be used to hold files
     for the Client installation.
         (i.e. F:\HDWIN\CLIENT)
         
  4. This will create a directory structure containing
     the following files:
         F:\HDWIN           
               HD*.DB*      (Sample databases)
               *.NTX        (Associated index files)
               *.IA         (Text searching index files)
               *.ATR        (Attribute file for Conversion program)
               CONVERT.EXE  (Conversion program for HD 2.0 data)
               HD_LIC.WRI   (License Agreement)
               README.1st   (This file)
               
         F:\HDWIN\CLIENT    
               SETUP.*      (Setup program)
               README.CLI   (Installation instructions)
               
         F:\HDWIN\CLIENT\PROGRAMS
               HDWIN.EXE    (HELP!Desk executable)
               HDALERT.EXE  (HELP!Desk Alert executable)
               HD*.PBD      (HELP!Desk Dynamic Libraries)
               
         F:\HDWIN\CLIENT\DLL
               *.DLL        (PowerBuilder Runtime and other required DLLs)
               
         F:\HDWIN\CLIENT\ODBC
               *.           (ODBC drivers)
               QEPWRSFT.LIC (PowerBuilder/ODBC License (used internally))
               ODBCADM.EXE  (ODBC Administrator)
               
  5. The SETUP program will create a program group
     with an icon for Client Setup.
     
  6. EACH WORKSTATION that will access HELP!Desk
     MUST run SETUP from the CLIENT subdirectory
         (i.e. RUN F:\HDWIN\CLIENT\SETUP.EXE)
         
     This will copy required files and create a HELP!Desk for Windows 
     program group.
     
     NOTE:  The PowerBuilder DLLs and Q+E ODBC
            drivers are REQUIRED for HELP!Desk
            to run.  

For Single User Installation
============================
  1. Select the following modules for installation:
         HDWIN Program Files            
         Database Files               
         ODBC (Database Driver) Files 
         Run-time Support Files  
         
  2. Install to a directory on your local hard disk.
  
  3. The SETUP program will create a program group with icons 
     for HELP!Desk, HELP!Desk Alert, and ODBC Administrator.



===============================================================
Program Changes
===============================================================
Version 3.05 12/95
   New HDWIN.INI Settings

   [General] Section

   OpenTimer=[# of minutes]
      This setting allows you to control the frequency of which the
      Open Calls window is automatically refreshed.  A setting of
      0 (zero) will disable auto-refresh.
      Example:  OPENTIMER=10 will refresh the Open Calls display every
                10 minutes.
                
   OpenOrder=ASC|DES  (default is ASCENDING)
      This setting allows you to control whether calls listed in the
      Open Calls window are displayed oldest first or most recent first.
      
   NetMessaging=ON|OFF
      This setting will force network messaging on or off.  By default,
      HELP!Desk looks for the presence of Netware drivers for Win 3.1
      and Win 95.  Unless one of them is present, network messaging
      is disabled.  You must set NetMessaging to ON if you are using
      a network driver (other than the two listed) that supports
      Novell messaging ("SEND") commands.
      
      To disable automatic messaging while allowing manual message
      sending, see the AUTOMESSAGE setting below (Ver 3.04).
      
   SignOnName=[log-in name]
      Use this setting to pre-fill the log-in name on the HELP!Desk
      Log-In window.  When this setting is used, you need only to
      enter a password and click "OK".
         Example:  SignOnName=CHRIS
      
   SignOnPassword=[log-in password]
      This setting, when used in conjunction with SignOnName above,
      allows you to bypass the log-in window.  This setting should
      ONLY be used if you are NOT concerned about unauthorized access
      to HELP!Desk.
         Example:  SignOnPassword=hawkeye
         
         
   Additional Enhancements and Fixes
   =================================
   E-Mail functions have been upgraded to work across a greater number
   of electronic mail systems.
   
   Globally post ticklers for all HELP!Desk users by entering an
   asterisk (*) in the Technician field.  This is a handy way to
   notify everyone of a staff meeting, scheduled mainframe maintenance,
   etc.
   
   You may now print mailing labels for clients.  This function
   requires Avery 5120 Laser Labels or equivalent and prints the
   full mailing address (not the internal address).
   
   The F9 Time/Date stamp can be used in the Client Notes window.
   
   Row totals have been added to the Call Count reports.
   
   You may now print the contents of the Open Calls window by clicking
   the Print button on the toolbar.

   
   Work Orders:
      RMA Number is now included on the printout.
      Client address information will show either an internal address
      or external (mailing) address based on the Client Type.
      The overlapping printing problem has been resolved.
      
   Call Activity Summary was showing incorrect numbers under certain
   circumstances.
   
   Linked calls will now contain appropriate references to the client's
   account number.
   
   The Additional Charge field in the call is now computed automatically
   based on the value in Additional Time.

   HELP!Desk Alert:
      Fixed "Null object reference at line 89..." error.
      Notification was not always triggered at the designated time.

   Security window will no longer allow entry of a blank User Name.

   Solutions Module:
      INI File setting for PictureDir was not being referenced correctly.
      Fixed the "Array Boundary Error" in the graphics section.
      Adding pictures to Solutions did not update the index correctly.
      Search didn't work if there was a single solution in the database.
      
   Table Maintenance, Field Tables
      Added a "Save/Add" button which allows you to more quickly add
      multiple items to a table.  Previously you needed to click "Save"
      then click "Add".
      
   Call Window
      Dropdown for category was too narrow.  It now supports 2 characters.
      
   House Software
      The License Starting and Ending dates were not being saved.
      
   Call Search
      The "Search" button would be disabled if you typed anything into the
      search box then changed the search type by clicking a radio button.
   
   
                

Version 3.03/3.04 10/95
   IMPORTANT NOTE:  The HDWINDEX reindexing program was found to
   create data integrity errors at two customer sites.  HELP!Desk has
   been reprogrammed to index the databases without using HDWINDEX.
   We STRONGLY recommend removing HDWINDEX.EXE from your HELP!Desk
   directory.
   
   The new indexing routines incorporate the fixes that HDWINDEX made
   over the 3.0 indexing routines.
   
   
   Other enhancements and fixes in this update include:
   
   A new HDWIN.INI setting, ZoomDefault, which allows you to change
   the default zoom of reports.  As you may know, reports print at
   whatever zoom factor you display them at.  On some printers, a
   setting of 100% will run the report off the edge of the page.  If
   you experience this problem, try setting your zoom factor to 99.
   You can change the default in the INI file by adding the following
   line to the [General] section:
      ZoomDefault=99
      
   The Average Response Time report was cutting off the "1" in "100%".
   
   The "C" (Closed) status was not defaulting the "When" fields to
   the current date and time in the Call Entry and Activities windows.
   
   The Call Activity Summary report was using an incorrect date for
   accumulating data in the first "Open Calls" column.  Generally this 
   would result in the column containing all zeros.
   
   The "COPY" function in Users/Security did not always assign a unique
   ID to the copied record.

   Client and Call reports can now be directed to a file in ASCII, Excel,
   dBase or 1-2-3 formats.  This feature works best on reports that do
   NOT display the problem or resolution fields.  Due to a limitation
   in PowerBuilder, fields longer than 255 characters will create an
   unusable export file.
   
   The two Response Time reports were not including the last call that
   belonged on the report.

	Choosing Link while adding a call will no longer save the call.
	You must choose Save to save the call.

   Clicking the "Client" button on the Call Window while a new client
   is being added into the Client Window would previously discard the
   new client record.  You now have the option of saving the client,
   discarding the client, or cancelling the click of the Client button.
	
   Fixed errors involving the Link feature.  Some previous versions
   generated an error if "Link" was selected when the Client Window
   was closed.
   
   The field validation function would sometimes prompt you to add an item
   to the table even if the data already existed in the table in a different
   case (i.e. uppercase, lowercase or mixed case).
   
	Eliminated flicker on edit/add of call activities/tickler/configuration.

	Fixed problem with both response time reports in which they would not 
   print directly to the printer.  They would always go to the screen first.

	Fixed problem with REASSIGN Button and ACTIVITIES.

	Compacted the open calls window to fit on 640 x 480 screen one page.
			
	Eliminated case sensitivity on the "Acknowledge" button (Open Calls
   window).

	One calendar on the Call Count by Month criteria window was not working.

	Fixed "Activities" button, which was not available after Reassign.

	Resolution field on call screen was not wide enough.

	Realigned windows in 640 X 480 mode.

    
Version 3.01/3.02 8/95
   A new indexing program, HDWINDEX.EXE, is now part of HELP!Desk.
   It allows you to index the files without running HDWIN, and
   corrects sporadic errors that sometimes resulted in lost indexes.
   
   New HDWIN.INI Settings
      [General]
      AutoMessage=ON|OFF
      DurationTimer=ON|OFF
      
      Set AutoMessage to OFF to disable automatic messaging
      when calls are entered or reassigned.  Previously there
      was no way to disable messaging.
      
      Set DurationTimer to OFF if you do not want HELP!Desk to
      automatically track the call or activity duration.
      
   New Utility Features
      Global Client / Call / Hardware / Software Update
      allows you to to make changes to all records that meet
      your selection criteria.
      
   Confirmation added before deleting a bulletin or training
   schedule.
   
   A new option on the Call menu allows you to display Unlinked
   calls.


   Bug Fixes
   =========
      Fixed problem with overlapping print on Work Order.
      
      Fixed reindexing problem in Solutions module.

      Open Calls window was case sensitive on Technician name.

      Security settings did not work properly on the hardware
      and software windows.   
      
      Some reports were case sensitive when filtering on 
      technician name.
      
     
* * * * * * * * * * * * * * * * * * * * * * * * * * * * * * *

Please address your comments, questions and suggestions to

Coastal Technologies
615 Valley Road
Upper Montclair, NJ 07043-1403 USA
Voice: 201 744-2900
Fax:   201 744-2129 <<=== Preferred method!!!
BBS:   201 744-5147 (Email to SYSOP or
    post messages in the /HDWIN forum)

CIS:   71736,3475    
                    

 