Resource Dynamics, Inc.

Tele-Support HelpDesk Hot Tips

Question:

How To: setup Contract Tracking for Stand Alone?

Answer:

First you need to define the Custom Fields - through Options - Custom Fields - Contact Fields.  The basic fields you need to customize are as follows:

        Field Name        Type

        Contract Type        text

        ConStart Date        date

        Con End Date        date

        Purchased        number

        Used                number

        Balance                number

        Last Updated        date

        Contract Active        text

Once you have defined the above custom fields, you can then setup contract tracking.  

Go to Options - Settings - Contract Tracking - 

• check the box Use Contract Tracking
• select your contract type
• map your custom fields by clicking in the field and pressing F2.  some fields may be grayed out depending on your contract type.
• finsih your desired settings. and click OK or Apply.

·        ·        ·                

Next - if you did not exit the Configuration menu - then click on Time File Controls (Options - Settings).  Before Contract Tracking will work, you MUST check the box "Use Time Billing Module' and either check the box for full billing or action prompt.  Finish or select any other desired settings.  Apply settings and exit the configuration menu.

Next - you will need to now map your fields so they are available for inquiries.

Options - Field Mappings - Inquiry Field Mappings - select a view  to display fields - then click in the field and map your custom field.  Save and exit options.

Next - we need to add your customer's contract tracking values to the database.  There are two ways this can be done:

From with in HelpDesk:

1) locate your customer contact record through New Inquiry Search & click on create new inquiry

2) enter a description "Master Contact Record"

3) select the center view tab you mapped your custom fields to.

4) enter your contract tracking values.  NOTE... must have a valid start & end date regardless of contract type.

5) now save the inquiry by clicking on FINISH button.

From Access:

1) Open Access and locate your helpdesk.mdb database

2) locate and open the 'contacts' table and find the customer to add values

3) tab over to the columns you created and enter your values

4) save database and exit Access

You're done.  To make changes to the contract tracking values at any time, go to New Inquiry Search - and locate the contact and click on the history tab - and select the inquiry with the description of "Master Contact Record" - reopen - make changes and finish.

Once you have enter all your values, you can go to Field Mappings - Inquiry Fields - and remove the mapped contact fields.  The are only needed once to add the values.  Should you need to make changes and/or add new, you will need to map them back or go through Access.

Applicable HelpDesk version(s):

2.0 / 2.1 / 2.2

Applies to STAND ALONE HelpDesk only.