(Version 3.5)

Welcome to the HELP!Desk Workstation Setup Program.

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

                      - - - - -

*** To force the SETUP program to OVERWRITE existing files, please
    use the /OVERWRITE switch, i.e. RUN A:SETUP /OVERWRITE
    ** This should NOT be necessary under typical circumstances. **

                      - - - - -

Installation Instructions
=========================
  1. Start Setup.

  2. Install all of the components that are checked.

  3. The SETUP program will create a program group with icons
     for HELP!Desk, HELP!Desk Alert, HELP!Desk INI File Editor
     and ODBC Administrator.

  4. SETUP will create an "ODBC connection to the HELP!Desk 
     databases.  You will need to know the directory on the
     file server where they were installed.


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*                      LOG-IN INSTRUCTIONS                        *
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HELP!Desk ships with a single valid log-in (with Supervisor
privileges).  Unless you have been assigned your own login ID,
enter HD for the user name, press <Tab>, then enter HD again for 
the password.

Recent changes to HELP!Desk
---------------------------

  Year 2000 Compliance
  --------------------
  The HELP!Desk databases have always been Y2K ready.
  This update allows you to enable Y2K data entry.  After
  receiving numerous questionnaires and definitions of
  Y2K compliance, we chose to use four-digit year entry
  (i.e. 09/28/1998).

  Enabling four-digit year entry requires a setting in
  the HDWIN.INI file (located in your \WINDOWS directory).
  [General]
  ForceFourDigitYear=[OFF|ON|CONTRACT]

     OFF      - The program will use 2 digit year formatting
                as all previous versions of HELP!Desk do.
     ON       - All date fields will use 4 digit year
                formatting.
     CONTRACT - Only fields that are likely to require
                Year 2000 and beyond date entry are switched
                to 4 digit year formatting (Service Contract
                Expiration, Warranty Expiration, etc.)

  Remember to make the INI file setting on EACH WORKSTATION
  that runs HELP!Desk.

Other Recent Enhancements
-------------------------

  Added the columns for company/department, client name and phone 
  number to the Open Calls window.

  HDWIN.INI File Settings in the [General] section:
       PrintEnable=ON allows the FILE | PRINT from the menu to be enabled
       even if the user has no access rights to reports.  This provides
       a method of allowing users to print Work Orders but not any of the
       selections on the reporting menu.
         	
       UseStatIndex=[YES|NO] Optionally disables the call status indexes.
       This should only be used under the direction of Coastal tech support.

  Added sorts and the main phone number to the Client Phone List report.
			
  Added routine to force the reassignment of Call (Work Order) numbers in
  the event a duplicate is found.

  Calculation for call charges updated.

  The Close Date and Time are automatically set when the call is closed
  are defaulted to the current date and time unless the values have been
  set by the user.
  
  Resolved problem with "PAGE FAULT" or "GPF" when selecting one or 
  multiple items from the global update of the calls file.  

  Previously, if a field label was set to blank in File, Preferences,
  Screen Defaults, then the default value of that label would print on
  reports.  This has been fixed.

  Reported / Discovered bugs fixed.

  Added the ability to E-Mail an entire call from HELP!Desk by pressing
  the call button on the E-Mail window when the call window is open.

  Fixed a problem with the activities section of work order, where
  in some cases the entire date field was not printing.

  Fixed a problem with the call duration reports when filtering on
  priority an error occurred.

  Fixed open calls window problems.

  Fixed automatic generation of tickler when HDNETMESSAGE METHOD
  is tickler.

  Fixed the printing of the hardware and software tables.  Clicking
  print or printer icon would not work.

  We added additional options to the client link identifier.  This
  controls the text that shows up on a call or inventory item that
  is linked to a client.  By default, the client's name is displayed.
  The followinh settings can be made in HDWIN.INI to alter the
  program's behavior.

  In the [General] section, set LinkTo to one of the following
  values:
     LinkTo=Department      Will display the client's department.
     LinkTo=Client Type     Will display the department if Client
                            Type="I" (Internal) or company if
                            Client Type="E" (External).
    { and previously added in 3.11 }
    LinkTo=Company          Displays company
    LinkTo=Phone            Shows client's primary phone
    LinkTo=Extension        Shows phone extension
    Linkto=Key              Displays the "search key" field.

  Calls and inventory items that are linked to a client all show
  the client name somewhere in their respective windows.  Many
  customers have requested the ability to show a different client
  field as the identifer.  Version 3.11 allows you the option of
  displaying Company, Telephone number, Extension or Search Key
  instead of name.

  Do this by making a change to the HDWIN.INI file (in your
  \WINDOWS directory):
     [General]
     LinkTo=[Company|Phone|Extension|Key]

  Save Window Positions (from the FILE menu) now saves the status
  of the Toolbar and clock.

  The Solutions module can now display JPEG and DIB graphics files
  addition to the formats previously supported (BMP, GIF, PCX, TARGA
  and TIFF)

  Fixed problem with graphics handling routines in the solutions
  module along with the problems due to chaining.

  Fixed problem with null object reference and occasional GPFs
  when moving house hardware.

  Narrowed the Client Address Label because it was too wide for
  some printers.

  Fixed a problem with the Search Key title in the client browse
  window and several client reports.  The program was incorrectly
  using the Asset Tag field label.

  Solutions Module:
     You can now print the entire solutions database, a set
     of solutions that match your criteria, or a single solution.

     A "Previous" button has been added to the "View Graphics"
     section.

     "Rebuild Solutions Index" provides additional status information.

     When calls are copied to Solutions, the problem and resolution
     fields are now separated by a blank line.

     The status window for "Append New Solutions" has been
     relocated for easier viewing on 640x480 screen resolutions.

  Open Calls Window:
     Will now display "Pending" calls.

     Includes the department field on the printout.

     Will no longer move across the screen when selecting new
     criteria (oops!).

  Call Window:
     New "Copy" button allows the current call to be quickly
     duplicated.  The new call will not be linked to any client
     when it is displayed.

  Activity Response Time reports may now be viewed on the screen.

  Security, Configuration and Bulletin Board windows have been
     modified to eliminate data validation errors.

  Miscellaneous Fixes
     Deleting the client from the Profile Window when only a single
     client is in the retrieval set will no longer generate an
     error.

     The debugging statement that was inadvertantly left in the
     Global Update, Call File function has been removed.

  New program, HDWINI.EXE, allows you to conveniently view
  and edit the settings in the HELP!Desk INI file (HDWIN.INI).

  The Solutions reindex function failed if there were 500 or more
  records in the Solutions database.

  Fixed reporting problem with Call Statistics by Category Report
  which sometimes caused the spacing to be off.

  Time Stamp now available in bulletins.

  Table maintainance report will print entire heading now instead
  of chopping the title.

  You can print a shipping label for the current client by
  choosing Print Label from the Client menu.  You will
  initially be prompted for Return Address information.
  Once entered, it will be stored in your HDWIN.INI file.
  To make changes, choose Edit Return Address from the
  File | Preferences menu.

  Client phone numbers were added to the open calls window
  and open call list (report).

  The NetCensus import will now has an option to import
  the clients only (no inventory).  The client only
  option is fast, but importing inventory is still an
  overnight task.  We are continuing efforts to speed
  up the process.

  "Save Window Position" now works for the Unlinked Calls
  window.

  You can now use <Enter> to add a line to the Solution
  field in the Solutions module.  Previously you needed
  to press <Ctrl>+<Enter> to add a line.


   New HDWIN.INI Settings
   --- --------- --------
   [General]

   DurationTimer=ON|OFF
      Set DurationTimer to OFF if you do not want HELP!Desk to
      automatically track the call or activity duration.

   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.

   AutoMessage=ON|OFF
      Set AutoMessage to OFF to disable automatic messaging
      when calls are entered or reassigned.  Previously there
      was no way to disable messaging.

   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

   ZoomDefault=[zoom factor]
      This setting allows you to change the default zoom of reports.
      As you may know, reports print at whatever zoom factor they are
      displayed in.  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.


   New Program Features
   --- ------- --------

   Utilities, Global Update
      Global Client / Call / Hardware / Software Updates
      allow you to to make changes to all records that meet
      your selection criteria.

   Call Menu
      A new option allows you to display Unlinked calls.

   Ticklers
      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.

   Reporting
      You may now print mailing labels for clients.  This function
      requires Avery 5160 Laser Labels or equivalent and prints the
      full mailing address (not the internal address).

      Row totals have been added to the Call Count reports.

      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.

   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.

   Client Window
      The F9 Time/Date stamp can be used in the Client Notes window.

   Open Call Window
      You may now print the contents of the Open Calls window by clicking
      the Print button on the toolbar.

   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".


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Please address your comments, questions and suggestions to

Coastal Technologies
615 Valley Road
Upper Montclair, NJ 07043-1403 USA
Voice: 973 744-2900                     ** Please note our new area code **
Fax:   973 744-2129                     
Email: support@coastaltech.com          <<=== Preferred method
Web:   www.coastaltech.com              

