Product Features
 Features
Overview
Help
Desk Requests
Site
Diagrams
Service
Status
Knowledge
Base
Change
Management
Service
Level Agreements
Escalation
Web
Interface
Technical
Specifications
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Technical Specifications
DataBase
NetHelpDesk can scale from a simple MS Access database shared file system to
an SQL server based system. You can choose your platform as required and
migrate upwards at no extra charge from us at any time.
All options support access to the underlying database via any ODBC/OLE DB
reporting tool you may optionally want to use. e.g. MS Access or Crystal
Reports.
Option A. Use Microsoft's file based Access database tables. This can
support a number of concurrent users and does not require that each PC has
an MS Access license.
Option B. Use Microsoft's SQL Server database. This is suitable for a
larger number of concurrent users and gives better performance over WANs. It
requires either MS SQL Express (a free cut down version of MS SQL server
system) or MS SQL server. You can easily upsize from MS Access to SQL server
at any time.
PC CPU and RAM specs
All options run on a 32/64bit Windows PC with a minimum of 64mb of RAM. E.g.
Vista, XP,2003,2000,NT,95,98. There are no .dlls or reliance on .Net
so installation and upgrades are straightforward. There is no need to
install the software on each PC, just make shortcuts to the executables in a
shared folder on a server.
Email Interface and Escalation Process
The escalation process allows new requests, overdue requests or other
significant request life cycle events to be alerted to technicians or
managers via a 'tool-tray' icon or via E-mail/SMS. Emails are also sent to
end users via an SMTP server.
Emailed requests from end users are sent through your email to a NetHelpDesk
POP3 mailbox. The email is examined and a new request added to the database.
The email is acknowledged and technicians alerted. End users can give
updates via email and satisfaction surveys and attachments are processed.
WEB Interface
The Web Interface to NetHelpDesk runs as a cgi program. This runs on an MS
IIS web server. The Web browser can be Internet explorer, Netscape or any
HTML 3.2+ capable browser. A PDA interface is also shipped that is optimised
for smaller screens of the PDA.
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