(Version 3.5)

Welcome to the HELP!Desk Setup Program.

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

                      - - - - -

*** If you are updating your existing HDWIN 
    installation, please make sure you do not install
    the databases and inadvertantly overwrite your 
    existing data.

                      - - - - -

*** 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. 

                      - - - - -

For Multiuser (LAN) Installations
=================================
  Step 1:  
      Choose "Network Installation (Part 1)" from the 
      Setup Type dialog box.  This will enable you to
      install to components to the file server.

      Databases          The HELP!Desk database files
      Setup Files for Workstation Install
            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.

  Step 2:
      For each workstation, either run SETUP from the
      CLIENT directory on the file server (found 
      under the directory you specified in Step 1),
      or run SETUP from the CD and choose "Workstation
      Setup (Part 2 of network installation)".

      This will copy the necessary files to run 
      HELP!Desk and create an ODBC connection to the
      HELP!Desk databases on the file server.

For Single User Installation
============================
  1. Choose "Single User Installation" from the Setup
     Type dialog.

  2. Install all of the components that are checked.
     If this is an update, DO NOT install the 
     databases, as you will lose your existing data.

  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.


*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*
*                 LOG-IN INSTRUCTIONS                                *
*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*
HELP!Desk ships with a single valid log-in (with 
Supervisor privileges).  At the log-in window, enter
HD for the user name, press <Tab>, then enter HD
again for the password.


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

   New HDWIN.INI Settings
   --- --------- --------
   Added 5 settings below located under the section 
   called [General].
    
   BillingTimeToZero=Yes/No
      When the remaining support contract time(ie 5 min)
      is less than the billing increment(ie 15 min), then
      the support contract time will be set to zero.
   DisplaySupportExpWarning=Yes/No
      Displays a warning message when adding or linking
      a call to a client without a support contract.
   OpenCallDefaultStatus=[Valid one letter status code]
      When adding a call this setting will default a 
      status code into the status field. The status 
      should be from the status table in HELP!Desk.
      ie. If the setting is set to "P", then each call
      added and saved with out putting in a status will
      default to "P" for the status in the call.
   SupportTimeDecrement=[# of minutes]
      Forces the support time to decrement based upon a
      predefined number of minutes.(ie. if you set this
      setting to 15 minute increments and a call lasts 3
      minutes, an additional 12 minutes will be deducted
      from the support contract.)
   ColumnDisplay=Alt1
      Moves the Contact and Group fields to columns 3 & 4
      in the client list window. For users that wish to
      see  these fields right after the Name and Company.

      -------------------
 
   Two settings below are located under the section called
   [Client Templates]

   ClientTemplate=Yes/No
      When this setting is enabled(=YES), the customer
      information that is currently displayed in the 
      client window will be used as the default 
      information for the next person that will be 
      added to the database.
   
      When ClientTemplate is set to "NO", then the fields
      below can be used to set default information.
      Here is how it works: COMPANY=Coastal Technologies
     			    ADDRESS1=615 Valley Road
			    CITY=Upper Montclair
 			    STATE=NJ
			    ZIPCODE=07043
   
      Now when adding a new client, Company, Address1,
      City, State and ZipCode will all be set to a value.
   
   Title=
   Company=
   Extension=
   Phone=
   ClientType=
   Group=
   Priority=
   Address1=
   Address2=
   City=
   State=
   ZipCode=
   Country=

Previous Enhancements / Fixes	
=============================

  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.

  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".


* * * * * * * * * * * * * * * * * * * * * * * * * * * * *

Please address your comments, questions and 
suggestions to

Coastal Technologies / WebsFirst, Inc.
615 Valley Road
Upper Montclair, NJ 07043-1403 USA
Voice: 973 744-2900     
Fax:   973 744-2129                     
Email: support@coastaltech.com   <<== Preferred method
Web:   www.coastaltech.com              

