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
NetHelpDesk can scale from a simple shared file based database system to an
SQL server based system. You can choose your platform as required and
migrate upwards at no extra charge from us.
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 and
Microsoft's ADO database engine (comes pre-installed with XP and 2000). This can
support a number of concurrent users and does not require that each PC has
an Access license.
This is a sensible low cost option for a smallish number of technicians.
Option B. Use Microsoft's SQL server database and ADO. This is
suitable for a larger number of concurrent users and gives better
performance over WAN resources. It requires a SQL server license, although
the MSDE (a free cut down version of MS SQL server system) is available with
the web based module of NetHelpDesk. This also comes with Office 2003 pro.
This slightly more complex option is a good choice where SQL server
performance and reliability is required. We can assist you with the upsizing
process if required, but it is straightforward.
CPU and RAM specs
All options run on a 32bit Windows PC with a minimum of 16mb of RAM and
a Pentium processor (NT/'95/'98/2000/XP/2003).
Escalation Process
An optional 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.
Email Interface
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.
WEB Interface
The Web Interface to NetHelpDesk runs as a cgi program. This runs on IIS 3
and above which ships with NT server / W2K etc. It can also run under other
servers such as Apache and Netscape servers.
The Web browser can be Internet explorer, Netscape or any HTML 3.2 capable
browser.
A live demo of the web interface is available on this web site .
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