Resource Dynamics, Inc.

Tele-Support HelpDesk Hot Tips

Tech Tip:

Contract Tracking settings for HelpDesk.

If you are using a contact manager or running stand alone, there are several fields need to be created within your contact manager in order for tracking to work properly.

We have 3 kinds of contracts.  You can track 1 contract per contact record. 

Fixed Time Tracking requires the following 4 fields:

Contract Active =suggested field name conActive = field type character = field size 1

Contract Start Date = suggested field name conStart = field type Date (not date&time)

Contract End Date = suggested field name conEnd = field type Date (not date&time)        

Last Updated Date = suggested field name conLastUpdate = field type Date (not date&time)

Purchased Minute Tracking  or Incident Tracking requires the above fields plus

Contract Purchased = suggested field name conbuy = field type number (no decimal)

Contract Used = suggested field name conused = field type number (no decimal)

Contract Balance = suggested field name conbalance = field type number (no decimal)

With the field types, we have recommended the type of field that is fully supported with our Tele-Support HelpDesk.  However, you can also make your number field a character field. If character fields are chosen there should not be any alphanumeric characters entered in the fields.

For complete details on Contract Tracking Configuration, PLEASE use the Admin Guide provided with your installation (documents folder in the main server directory).

**Important** Do NOT use any  system field that is 'read only' from your contact manager.  Please create new fields or use fields that are available to write back from HelpDesk.    Using a system field that is read only could return a catastrophic error when trying to close an inquiry.