Difference between revisions of "HEAT"
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=== Change Management Process for HEAT 9.5:<br> ===
=== Change Management Process for HEAT 9.5:<br> ===
Revision as of 20:33, 16 February 2011
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:
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.
2. 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).
- 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.
Web Client (go/heat9)
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
3. Inventory (hardware configurations) have not been integrated from existing inventory system
Change Management Process for HEAT 9.5:
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.
FAQs about Heat
- 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:
- 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.
Notes from the Heat 9 Training Session
- 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.
- 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.