Middlebury

Difference between revisions of "HEAT"

(Report Wishlist Items Here:)
(Removed categories for Helpdesk Documentation & Public Search)
 
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== HEAT 9.5.1 - Information and Updates Page  ==
 
== HEAT 9.5.1 - Information and Updates Page  ==
  
'''HEAT 9.5.1 went LIVE on Thursday December 23, 2010.'''  
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'''HEAT 9.5.1 went LIVE on Thursday December 23, 2010.'''
  
<br>  
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<br>
  
 
=== <u>Important Setup Information for HEAT 9.5 Client</u>:  ===
 
=== <u>Important Setup Information for HEAT 9.5 Client</u>:  ===
  
1. Sending Email - You will need to select EDIT | User Preferences under HEAT 9 client menu and deselect the MAPI 'disable' checkbox - Press OK to save change.  
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==== Windows 7 Users - this version of Windows comes with many new security features which protects your computer against malicious attacks.&nbsp; This layer of protection requires the user to take additional actions when running the HEAT 9.5.1 Client on their desktop.&nbsp; It is recommended that you go into Call Logging Properties (right-click on Call Logging executable) and select the Compatibility tab.&nbsp; On this tab you should select "Run this program as Administrator" under the Priviledge Level section.&nbsp; This will allow a new HEAT 9.5 Catalog to be updated on your computer when changes occur in maintenance cycles (which will be frequent in the coming weeks). ====
  
2. Windows 7 Users - this version of Windows comes with many new security features which protects your computer against malicious attacks.&nbsp; This layer of protection requires the user to take additional actions when running the HEAT 9.5.1 Client on their desktop.&nbsp; It is recommended that you go into Call Logging Properties (right-click on Call Logging executable) and select the Compatibility tab.&nbsp; On this tab you should select "Run this program as Administrator" under the Priviledge Level section.&nbsp; This will allow a new HEAT 9.5 Catalog to be updated on your computer when changes occur in maintenance cycles (which will be frequent in the coming weeks).
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<br>
  
<br>  
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=== <u>Alert Monitor</u>:<br> ===
  
=== <u>Alert Monitor</u>:<br> ===
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- All global Alerts have been uploaded to: \\Heat9-Test\HEAT Alert Definitions<br>
  
- All global Alerts have been uploaded to: \\Heat9-Test\HEAT Alert Definitions<br>
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We have our alert monitor "definitions" ready!&nbsp;&nbsp; The definitions are what makes the alert monitor pop-up and display new/updated tickets. To have the new alert definitions open automatically when you launch the alert monitor:
  
<br>  
+
Open the Alert Monitor (from the Start menu), enter your password, if prompted check "automatically use this ODBC", and then click Options (next to File in the top left corner) =&gt; User Preferences =&gt; Browse =&gt; type \\heat9-test then press enter, go into heat alert definitions and double-click the file for your area. Put a checkmark next to Automatically Start Polling and click OK. You'll need to close and re-open the alert monitor to ensure it's working.<br>
  
We have our alert monitor "definitions" ready!&nbsp;&nbsp; The definitions are what makes the alert monitor pop-up and display new/updated tickets. To have the new alert definitions open automatically when you launch the alert monitor:
+
<br>
  
Open the Alert Monitor (from the Start menu), enter your password, if prompted check "automatically use this ODBC", and then click Options (next to File in the top left corner) =&gt; User Preferences =&gt; Browse =&gt; type \\heat9-test then press enter, go into heat alert definitions and double-click the file for your area. Put a checkmark next to Automatically Start Polling and click OK. You'll need to close and re-open the alert monitor to ensure it's working.<br>
+
<br>
 
 
<br>
 
 
 
<br>  
 
  
 
=== <u>Working modules/functionality</u>:  ===
 
=== <u>Working modules/functionality</u>:  ===
  
Call Logging<br>Web Client (go/heat9)<br>LDAP<br>BPAM - SR/WI Journal Updates, Customer Email from Journal<br>Core Alert Monitors have been created - location is:&nbsp; \\heat9-test\HEAT Alert Definitions  
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Call Logging<br>Web Client (go/heat9)<br>LDAP<br>BPAM - SR/WI Journal Updates, Customer Email from Journal<br>Core Alert Monitors have been created - location is:&nbsp; \\heat9-test\HEAT Alert Definitions
  
<br>  
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<br>
  
=== <u>What is not functioning as of January 3, 2011</u>:  ===
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=== <u>Core&nbsp;functions pending&nbsp;as of February 15, 2011</u>:  ===
  
All automatic ticket generation (i.e. Hyperion) is not currently setup<br>Reporting not setup<br>Inventory (hardware configurations) have not been completed<br>CAUSE pulldown - only preliminary Cause information has been added per Call Type - more to come<br>
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1.&nbsp; All automatic ticket generation (i.e. Hyperion) is not currently setup<br>2.&nbsp; Custom Reporting not setup (Answer Wizard available)<br>3.&nbsp; Inventory (hardware configurations) have not been integrated from existing inventory system
  
<br>
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&nbsp;
  
<br>  
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=== <u>Change Management Process for HEAT 9.5</u>:<br> ===
  
=== Report Issues Here:  ===
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<br>
  
1.&nbsp; When updating Customer Profile it does not show-up in Subset of current ticket.  
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We have implemented an official Change Management Process to handle HEAT 9.5 requests and/or Bug Reports.&nbsp; Please follow these instructions to submit a change request for HEAT.
  
2.&nbsp; Autotasks are not showing-up on pulldown
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<br>
  
3.&nbsp; When sending emails to customers from Journal, all the fun stuff at the bottom doesn't show up... the thank you and LIS&nbsp;Helpdesk stuff. (In general, the emails are pretty clunky in terms of style and grammar. They're difficult to read.)
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You must fill-out a Change Management Request Form located here:&nbsp; '''\\middfiles\middfiles\orgs\ITS\helpdesk\HEAT9 Upgrade Project 2010-2011\Change Requests\HEAT 9.5.1 Change Request List.docx'''<br>
  
4. Computer work order - no spaces for service tag, model, etc. for machines not in inventory system (student computers - useful to capture make, model, s/n) (-Nate 1/3/2011)<br>
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You can copy the template form to your computer, fill-out the form and then submit it to the same location but place it inside the 'Requests or Bug Report 2011' folder.&nbsp; This folder will be reviewed each month and a communication will be sent to the HEAT Users List with the outcome of this review.&nbsp; Implementation of any change will also be communicated well in advance of the change.<br>
  
5. Pulldown menus do not work in the Windows 7 client application or the web version using IE 8 (-Ian M 1/3/2011)
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<br>
  
6. If you choose the journal type after you type your message it will delete and you will have to do it over again.  
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There will also be a master Excel spreadsheet located in the root of this location with the reviewed request or bug report results.The location of this spreadsheet is here:&nbsp; '''\\middfiles\middfiles\orgs\ITS\helpdesk\HEAT9 Upgrade Project 2010-2011\Change Requests\Change Log 2011.xlsx'''
  
7. Work orders do not print from Heat. All it prints is a page that says "Print Work Order here." (-Alex 1/4/2010)
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====== Note:&nbsp; You can copy and paste the UNC paths above in a 'Run' window by selecting 'Start' then 'Run' and pasting link<br> ======
 
 
8. It would be nice if the priority was not required and autofilled to 3 unless we are changing the meaning of priority around here.&nbsp;(-Alex 1/4/2010)
 
 
 
9. Helpdesk workers will not be able to use the alert monitor effectively until a follow-up queue is created.  (-Alex 1/4/2010)<br><br>
 
  
 
<br>
 
<br>
  
=== Report Wishlist Items Here: ===
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== FAQs about Heat ==
  
# Assignment screen - consider aligning all current assignee info on left, moving acknowledge and resolve info to top right, leave comments at bottom (-Nate 1/3/11)<br>
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#The icons used for navigating journal entries are missing.<br>Solution:&nbsp;It appears that some combination of resolution and font size (DPI setting) in Windows makes certain icons in Heat "invisible" (the buttons are clickable but the icon is invisible).<br>Lowering the DPI to Normal makes the icon reappear (restarting the computer is required). Here's how to adjust the DPI setting in Windows:<br>http://www.microsoft.com/resources/documentation/windows/xp/all/proddocs/en-us/display_use_large_or_small_fonts.mspx?mfr=true
# email journal to customer - add sender's name to the signature of the email - or train all of us in how we need format our emails now (-Nate 1/3/11)<br>
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#How do I update the customer's information such as an alternate phone #?<br>Most information about customers is updated automatically from active directory. One exception is the alternate phone number (e.g. Cell Phone) which you can update manually. If you create a Call and during that call you change the Customer Profile information you can now update the existing Subset by pressing the update button (looks like a yellow pad &amp; pencil) on the main Heat call log window, next to the customer information.
# "Printing Imaging Form" button for lab/public computing distribution ticket not working (-Nate 1/3/11)<br>
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#Documentation - looking for a User Guide to help you learn HEAT?&nbsp; Once you install HEAT 9.5.1 on your computer you will notice a HEAT_User_Guide.PDF at:&nbsp; '''Start | Program Files | HEAT.'''
# Cat/call type for SPAM &amp; phishing?
 
# Cat/call type for generic printer use issues (no details page!).
 
# Cat/call type for using lab &amp; classroom technology (e.g., projectors, DVD players, etc.).
 
# Assignment group for Call Center &gt; 2nd Pass, Follow Up, etc.
 
# The older page&nbsp;[[HEAT Changes|HEAT_Changes]]&nbsp;has some wishlist items, as well.
 
# Priority - default to priority 3?&nbsp; do we need/want to have&nbsp;a journal entry record of priority changes? (-Marty &amp; Nate 1/4/2011)
 
# On-Site - any chance of reinstating check box for this?&nbsp; Or finding similar way to designate issues to be done onsite?&nbsp; And create a call group for these? (-Nate 1/4/11)
 
# Re-assigning tickets - one-click reassignment of tickets is very handy.&nbsp; (-Howie's suggestion, as noted by Nate 1/4/11)
 
# Equipment -> Computer repair details screen could have "OK to reimage" and "Files backed up" checkboxes
 
  
 
== Notes from the Heat 9 Training Session  ==
 
== Notes from the Heat 9 Training Session  ==
  
'''Password required'''  
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'''Password required'''
  
*Password authentication is required for accessing Heat.  
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*Password authentication is required for accessing Heat.
 
*Your password is NOT related to your regular College password — the password is the same as your username.
 
*Your password is NOT related to your regular College password — the password is the same as your username.
  
'''Web interface'''  
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'''Web interface'''
  
*Heat 9.5 comes with a web interface available at http://go.middlebury.edu/heat9  
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*Heat 9.5 comes with a web interface available at http://go.middlebury.edu/heat9
*It's a little clunky but better than iHeat.  
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*It's a little clunky but better than iHeat.
*Firefox works better than Internet Explorer (Firefox must be used on Mac)  
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*Firefox works better than Internet Explorer (Firefox must be used on Mac)
 
*No Favorites, No Table Maintenance. You have to enter an ID number to have the system enter the rest of the customer's details. No alert monitor via the web.
 
*No Favorites, No Table Maintenance. You have to enter an ID number to have the system enter the rest of the customer's details. No alert monitor via the web.
  
'''Installing the new Heat – Mac'''  
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'''Installing the new Heat – Mac'''
  
 
*Use the web interface (see above)
 
*Use the web interface (see above)
  
'''Installing the new Heat - PC'''  
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'''Installing the new Heat - PC'''
  
*There is no need to remove the old version of Heat - the installation package will take care of that automatically.  
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*There is no need to remove the old version of Heat - the installation package will take care of that automatically.
*Map a drive to \\labserver\heat9 (or click on the start menu =&gt; run =&gt; \\labserver\heat9 )  
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*Map a drive to \\labserver\heat9 (or click on the start menu =&gt; run =&gt; \\labserver\heat9 )
*Double-click heat9.exe The installation package will automatically configure all that you need to run Heat.  
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*Double-click heat9.exe The installation package will automatically configure all that you need to run Heat.
*When the installation is complete the install window will disappear.  
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*When the installation is complete the install window will disappear.
 
*You can open Heat, the Alert Monitor and the Heat User Guide through shortcuts on the Start menu =&gt; Programs (or All Programs) =&gt; HEAT.
 
*You can open Heat, the Alert Monitor and the Heat User Guide through shortcuts on the Start menu =&gt; Programs (or All Programs) =&gt; HEAT.
  
Note: If you're using Heat on Windows 7, the first time (and just the first time) when you open it you need to run it with elevated permissions (shift+right click on the icon and run it as administrator).  
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Note: If you're using Heat on Windows 7, the first time (and just the first time) when you open it you need to run it with elevated permissions (shift+right click on the icon and run it as administrator).
  
'''Using the new Heat (Mac or PC)'''  
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'''Using the new Heat (Mac or PC)'''
  
*The users guide is available on the Start Menu under Programs (or All Programs) =&gt; HEAT.  
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*The users guide is available on the Start Menu under Programs (or All Programs) =&gt; HEAT.
 
*A video of the training session is available here [http://middmedia.middlebury.edu/media/DigitalLectureArchive-MIDD-web_data-middlebury-edu/HEAT%20Training.mp4 Heat 9 Training - Dec 2010]
 
*A video of the training session is available here [http://middmedia.middlebury.edu/media/DigitalLectureArchive-MIDD-web_data-middlebury-edu/HEAT%20Training.mp4 Heat 9 Training - Dec 2010]
  
'''What's new in Heat 9.5'''  
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'''What's new in Heat 9.5'''
  
*Password authentication and web interface (see above)  
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*Password authentication and web interface (see above)
*Two "customer" types — regular user and location. The "location" customer is useful for creating tickets for issues/requests relating to shared spaces (e.g. A computer lab) or shared resources (e.g. Printers).  
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*Two "customer" types — regular user and location. The "location" customer is useful for creating tickets for issues/requests relating to shared spaces (e.g. A computer lab) or shared resources (e.g. Printers).
*Many Detail Screens are not available yet.  
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*Many Detail Screens are not available yet.
*Feature request for Heat changes will go through a change management process.  
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*Feature request for Heat changes will go through a change management process.
*Short description field: Will be used as the Subject line in any emails sent through Heat.  
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*Short description field: Will be used as the Subject line in any emails sent through Heat.
*Close description field: should be used only for detailing the final resolution of the ticket.  
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*Close description field: should be used only for detailing the final resolution of the ticket.
*Customers will eventually be able to see this through a web based self service.  
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*Customers will eventually be able to see this through a web based self service.
*Cause field: The options you see here are driven by the Call Type.  
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*Cause field: The options you see here are driven by the Call Type.
*Related ticket field: You can type in a ticket # that's related to the current one.  
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*Related ticket field: You can type in a ticket # that's related to the current one.
*Favorites feature: In the left-hand side bar of heat you can configure your own "favorites" which can be web links or heat tasks.&nbsp;See user guide for details.  
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*Favorites feature: In the left-hand side bar of heat you can configure your own "favorites" which can be web links or heat tasks.&nbsp;See user guide for details.
 
*Misc notes: You can right-click in the Assignment, Journal and Attachment tabs and add a new entry for each.
 
*Misc notes: You can right-click in the Assignment, Journal and Attachment tabs and add a new entry for each.
  
'''Pending or Incomplete Features; Known Bugs'''  
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'''Pending or Incomplete Features; Known Bugs'''
  
*Messaging center is currently not enabled. Emailing users/customers through Heat is not possible at this stage but we plan to have this feature on soon! Please use outlook to send emails to customers and remember to reference the ticket number and paste emails into a journal.  
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*Messaging center is currently not enabled. Emailing users/customers through Heat is not possible at this stage but we plan to have this feature on soon! Please use outlook to send emails to customers and remember to reference the ticket number and paste emails into a journal.
*We have not ensured spell checking works.  
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*We have not ensured spell checking works.
*We have not ensured that emails are sent with a custom template: Dear &lt;customer&gt; [followed by the journal entry] [ending with helpdesk email signature]  
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*We have not ensured that emails are sent with a custom template: Dear &lt;customer&gt; [followed by the journal entry] [ending with helpdesk email signature]
 
*Alert monitor definitions are not ready yet.<br>
 
*Alert monitor definitions are not ready yet.<br>
 +
 +
== Service Patch Updates:  ==
 +
 +
Visit this [https://mediawiki.middlebury.edu/wiki/LIS/HEAT/Updates '''link'''] for the details of each patch release.
 +
 +
<br>
 +
 +
9.5.1.33 (Feb 20, 2011)
 +
 +
9.5.1.34 (March 17, 2011)
  
 
[[Category:HEAT]]
 
[[Category:HEAT]]
[[Category:Helpdesk Documentation]]
 

Latest revision as of 15:24, 12 October 2015

HEAT 9.5.1 - Information and Updates Page

HEAT 9.5.1 went LIVE on Thursday December 23, 2010.


Important Setup Information for HEAT 9.5 Client:

Windows 7 Users - this version of Windows comes with many new security features which protects your computer against malicious attacks.  This layer of protection requires the user to take additional actions when running the HEAT 9.5.1 Client on their desktop.  It is recommended that you go into Call Logging Properties (right-click on Call Logging executable) and select the Compatibility tab.  On this tab you should select "Run this program as Administrator" under the Priviledge Level section.  This will allow a new HEAT 9.5 Catalog to be updated on your computer when changes occur in maintenance cycles (which will be frequent in the coming weeks).


Alert Monitor:

- All global Alerts have been uploaded to: \\Heat9-Test\HEAT Alert Definitions

We have our alert monitor "definitions" ready!   The definitions are what makes the alert monitor pop-up and display new/updated tickets. To have the new alert definitions open automatically when you launch the alert monitor:

Open the Alert Monitor (from the Start menu), enter your password, if prompted check "automatically use this ODBC", and then click Options (next to File in the top left corner) => User Preferences => Browse => type \\heat9-test then press enter, go into heat alert definitions and double-click the file for your area. Put a checkmark next to Automatically Start Polling and click OK. You'll need to close and re-open the alert monitor to ensure it's working.



Working modules/functionality:

Call Logging
Web Client (go/heat9)
LDAP
BPAM - SR/WI Journal Updates, Customer Email from Journal
Core Alert Monitors have been created - location is:  \\heat9-test\HEAT Alert Definitions


Core functions pending as of February 15, 2011:

1.  All automatic ticket generation (i.e. Hyperion) is not currently setup
2.  Custom Reporting not setup (Answer Wizard available)
3.  Inventory (hardware configurations) have not been integrated from existing inventory system

 

Change Management Process for HEAT 9.5:


We have implemented an official Change Management Process to handle HEAT 9.5 requests and/or Bug Reports.  Please follow these instructions to submit a change request for HEAT.


You must fill-out a Change Management Request Form located here:  \\middfiles\middfiles\orgs\ITS\helpdesk\HEAT9 Upgrade Project 2010-2011\Change Requests\HEAT 9.5.1 Change Request List.docx

You can copy the template form to your computer, fill-out the form and then submit it to the same location but place it inside the 'Requests or Bug Report 2011' folder.  This folder will be reviewed each month and a communication will be sent to the HEAT Users List with the outcome of this review.  Implementation of any change will also be communicated well in advance of the change.


There will also be a master Excel spreadsheet located in the root of this location with the reviewed request or bug report results.The location of this spreadsheet is here:  \\middfiles\middfiles\orgs\ITS\helpdesk\HEAT9 Upgrade Project 2010-2011\Change Requests\Change Log 2011.xlsx

Note:  You can copy and paste the UNC paths above in a 'Run' window by selecting 'Start' then 'Run' and pasting link


FAQs about Heat

  1. The icons used for navigating journal entries are missing.
    Solution: It appears that some combination of resolution and font size (DPI setting) in Windows makes certain icons in Heat "invisible" (the buttons are clickable but the icon is invisible).
    Lowering the DPI to Normal makes the icon reappear (restarting the computer is required). Here's how to adjust the DPI setting in Windows:
    http://www.microsoft.com/resources/documentation/windows/xp/all/proddocs/en-us/display_use_large_or_small_fonts.mspx?mfr=true
  2. How do I update the customer's information such as an alternate phone #?
    Most information about customers is updated automatically from active directory. One exception is the alternate phone number (e.g. Cell Phone) which you can update manually. If you create a Call and during that call you change the Customer Profile information you can now update the existing Subset by pressing the update button (looks like a yellow pad & pencil) on the main Heat call log window, next to the customer information.
  3. Documentation - looking for a User Guide to help you learn HEAT?  Once you install HEAT 9.5.1 on your computer you will notice a HEAT_User_Guide.PDF at:  Start | Program Files | HEAT.

Notes from the Heat 9 Training Session

Password required

  • Password authentication is required for accessing Heat.
  • Your password is NOT related to your regular College password — the password is the same as your username.

Web interface

  • Heat 9.5 comes with a web interface available at http://go.middlebury.edu/heat9
  • It's a little clunky but better than iHeat.
  • Firefox works better than Internet Explorer (Firefox must be used on Mac)
  • No Favorites, No Table Maintenance. You have to enter an ID number to have the system enter the rest of the customer's details. No alert monitor via the web.

Installing the new Heat – Mac

  • Use the web interface (see above)

Installing the new Heat - PC

  • There is no need to remove the old version of Heat - the installation package will take care of that automatically.
  • Map a drive to \\labserver\heat9 (or click on the start menu => run => \\labserver\heat9 )
  • Double-click heat9.exe The installation package will automatically configure all that you need to run Heat.
  • When the installation is complete the install window will disappear.
  • You can open Heat, the Alert Monitor and the Heat User Guide through shortcuts on the Start menu => Programs (or All Programs) => HEAT.

Note: If you're using Heat on Windows 7, the first time (and just the first time) when you open it you need to run it with elevated permissions (shift+right click on the icon and run it as administrator).

Using the new Heat (Mac or PC)

  • The users guide is available on the Start Menu under Programs (or All Programs) => HEAT.
  • A video of the training session is available here Heat 9 Training - Dec 2010

What's new in Heat 9.5

  • Password authentication and web interface (see above)
  • Two "customer" types — regular user and location. The "location" customer is useful for creating tickets for issues/requests relating to shared spaces (e.g. A computer lab) or shared resources (e.g. Printers).
  • Many Detail Screens are not available yet.
  • Feature request for Heat changes will go through a change management process.
  • Short description field: Will be used as the Subject line in any emails sent through Heat.
  • Close description field: should be used only for detailing the final resolution of the ticket.
  • Customers will eventually be able to see this through a web based self service.
  • Cause field: The options you see here are driven by the Call Type.
  • Related ticket field: You can type in a ticket # that's related to the current one.
  • Favorites feature: In the left-hand side bar of heat you can configure your own "favorites" which can be web links or heat tasks. See user guide for details.
  • Misc notes: You can right-click in the Assignment, Journal and Attachment tabs and add a new entry for each.

Pending or Incomplete Features; Known Bugs

  • Messaging center is currently not enabled. Emailing users/customers through Heat is not possible at this stage but we plan to have this feature on soon! Please use outlook to send emails to customers and remember to reference the ticket number and paste emails into a journal.
  • We have not ensured spell checking works.
  • We have not ensured that emails are sent with a custom template: Dear <customer> [followed by the journal entry] [ending with helpdesk email signature]
  • Alert monitor definitions are not ready yet.

Service Patch Updates:

Visit this link for the details of each patch release.


9.5.1.33 (Feb 20, 2011)

9.5.1.34 (March 17, 2011)

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