data.sql

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INSERT INTO tech_internal_help_entry VALUES (71,11,'<P><I>[Required]</I> If \"yes,\" the user cannot log into DeskPRO, create, edit, or close tickets.</P>',0,'Edit: Disabled');
INSERT INTO tech_internal_help_entry VALUES (72,11,'<P><I>[Optional]</I> The timezone offset for this user (specified in number of hours difference from GMT; negative values are valid).</P>',0,'Edit: Timezone');
INSERT INTO tech_internal_help_entry VALUES (73,13,'<P><I>[Optional]</I> Specify the page footer you\'d like to be displayed automatically when you log in.</P>',0,'Default Footer');
INSERT INTO tech_internal_help_entry VALUES (75,13,'<P>To change your account\'s password, you must first enter your existing password, then enter the new one twice. This duplication ensures the password you specify is accurate, and that no typos or mistakes have been made while entering it.</P>',0,'Changing Your Password');
INSERT INTO tech_internal_help_entry VALUES (76,13,'<P><I>[Optional]</I> If specified, your signature will be automatically appended to all ticket replies and new tickets you create. Note that this occurs when presenting you with the reply or new ticket page; you can delete your signature from a reply if desired (DeskPRO only appends the signature to the field when shown to you; it does not append automatically after you submit the form). If not specified, no signature will be appended to your responses.</P>',0,'Signature');
INSERT INTO tech_internal_help_entry VALUES (77,13,'<P><I>[Recommended]</I> Specify the beginning of your country\'s week (for example, in the U.S. and U.K. the formal start of a week is Sunday). This will be used to properly display monthly calendars.</P>',0,'Start of Week');
INSERT INTO tech_internal_help_entry VALUES (78,13,'<P>If selected, you\'ll be alerted whenever a reply is submitted to a ticket you own.</P>',0,'Your Replies');
INSERT INTO tech_internal_help_entry VALUES (79,13,'<P>Your Categories is a way to restrict which categories your ticket lists include when new tickets are submitted.</P>\r\n\r\n<P>In the Category Settings display, you can specify which categories in DeskPRO should be included. New tickets in any category marked \"yes\" here will be shown in your ticket lists. Tickets created in other categories won\'t appear in the ticket lists shown on your home page and in the Ticket Select footer. They can still be viewed by searching for them, however.</P>',0,'Your Categories');
INSERT INTO tech_internal_help_entry VALUES (80,13,'<P>If yes, you will be alerted whenever any reply is received for any ticket.</P>',0,'All Replies');
INSERT INTO tech_internal_help_entry VALUES (82,13,'<P>If yes, you will be alerted whenever a ticket is created in one of your categories.</P>',0,'New Ticket In Your Categories');
INSERT INTO tech_internal_help_entry VALUES (83,13,'<P>If yes, you will be alerted whenever a new ticket is created.</P>',0,'New Ticket');
INSERT INTO tech_internal_help_entry VALUES (84,13,'<P>If yes, you will be alerted whenever you are sent a private message by another technician.</P>',0,'Private Message');
INSERT INTO tech_internal_help_entry VALUES (85,13,'<P><I>[Optional]</I> If yes, a sound will be played when an alert is generated. You can preview the sounds available from DeskPRO with the \"Preview Sounds\" link.</P>',0,'ACTION: Play Sound');
INSERT INTO tech_internal_help_entry VALUES (86,13,'<P>If yes, an alert box will be popped up on your console when an alert event is generated. It will summarize all current alert events.</P>',0,'ACTION: Alert Box');
INSERT INTO tech_internal_help_entry VALUES (87,13,'<P>Specify the number of minutes that should elapse between checks for new alert events.</P>',0,'Alert Frequency');
INSERT INTO tech_internal_help_entry VALUES (88,14,'<P>Enter a descriptive name for the FAQ category. This will be shown to your users.</P>',0,'Name');
INSERT INTO tech_internal_help_entry VALUES (89,14,'<P><I>[Required]</I> To create a top level category, select \"Top Level\". To create a subcategory, select the category this one belongs to.</P>',0,'Parent');
INSERT INTO tech_internal_help_entry VALUES (90,14,'<P><I>[Optional]</I> Enter a description for the category here. This is not shown to your users, and is used solely for your reference.</P>',0,'Category Description');
INSERT INTO tech_internal_help_entry VALUES (91,14,'<P>These options specify which sets of users are permitted to view articles in this category.</P>\r\n\r\n<P><I>Guests</I><BR>\r\nIf selected, users who are <I>not</I> logged in can view articles in this category.</P>\r\n\r\n<I><I>Registered</I><BR>\r\nIf selected, users are are logged in can view articles in this category.</P>\r\n\r\n<P>If both options are selected, anyone can view articles in this category. If neither option is selected, no users can view articles in this category.</P>',0,'Permissions');
INSERT INTO tech_internal_help_entry VALUES (92,14,'<P><I>[Optional]</I> DeskPRO can automatically create cross-references to other categories related to this one based on your selections in this field. Any categories in the \"Selected Categories\" column will be shown as related categories whenever a user views the contents of this category.</P>',0,'Related Categories');
INSERT INTO tech_internal_help_entry VALUES (94,9,'<P>This specifies whether the ticket is opened (unresolved) or closed (resolved).</P>\r\n\r\n<P><I>Open</I> - The ticket being viewed is currently open. An open ticket represents an issue that has not yet been resolved. Open tickets can be responded to directly by technicians and by the user who opened them.</P>\r\n\r\n<P><I>Closed</I> - The ticket being viewed is currently closed. A closed ticket represents an issue that has been resolved. Closed tickets must first be re-opened (if the administrator permits) before a reply can be submitted by anyone.</P>',0,'Open/Closed');
INSERT INTO tech_internal_help_entry VALUES (95,9,'<P>This specifies whether the ticket is waiting for a technician to respond, or a user to respond.</P>\r\n\r\n<P><I>Awaiting Technician</I> - The ticket being viewed is waiting for work to be performed (or confirmed) by a technician; the next \"expected\" reply should come from a technician.</P>\r\n\r\n<P><I>Awaiting User</I> - The ticket being viewed has been worked on recently by a technician, and the next expected response is from the user.</P>\r\n\r\n<P>An open ticket can be replied to by a technician or user in at any time regardless of this value; this is used to help maintain ticket workflow.</P>\r\n\r\n<P>You can manually toggle this value by selecting the \"Mark Awaiting ...\" option in the ticket display.</P>',0,'Awaiting Status');
INSERT INTO tech_internal_help_entry VALUES (96,9,'<P>Ticket ownership determines who is permitted to view, respond to, edit, close, and perform other operations on each ticket.</P>\r\n\r\n<P><I>Unassigned</I> - An unassigned ticket can be responded to and claimed for ownership by any technician.</P>\r\n\r\n<P><I>Assigned to You</I> - A ticket assigned to you is one you own. While exact permissions are determined by the administrator\'s preferences and individual technician\'s privilege levels, in general, a ticket you own is one you are working on yourself. If the administrator has configured DeskPRO accordingly, no other technician can view, edit, or close this ticket.</P>\r\n\r\n<P><I>Assigned to another technician</I> - A ticket assigned to another technician may be inaccessible to you depending on the administrator\'s settings. You may be able to view a ticket assigned to someone else, but you might not be able to edit or reply to it. In some installations, you might not even be permitted to view such tickets.</P>\r\n\r\n<P>When you own a ticket (or when a ticket is unassigned), you can assign it to another technician. If the \"Remove Your Ownership\" option is shown, you can also change the ticket back to \"Unassigned\" status by selecting the option.</P>',0,'Ticket Ownership');
INSERT INTO tech_internal_help_entry VALUES (97,9,'<P>This specifies how long the ticket has been opened. This begins counting from the ticket\'s initial opening, not a re-open date (if any).</P>',0,'Time Since Opened');
INSERT INTO tech_internal_help_entry VALUES (98,9,'<P>This specifies how long it\'s been since the user last replied to the ticket. If the user has responded more than once in succession to a ticket without a technician reply in between responses, this value begins counting from the <I>first</I> reply the user submitted.</P>',0,'Time Since User Response');
INSERT INTO tech_internal_help_entry VALUES (99,9,'<P>This specifies how long the ticket was open (and is shown only for closed tickets). If the ticket was re-opened and has now been closed again, its total lifespan shown here is the <I>entire</I> duration between when it was first opened and most recently closed.</P>',0,'Time to Close');
INSERT INTO tech_internal_help_entry VALUES (100,9,'<P>Locking a ticket prevents other technicians from editing, replying to, or otherwise manipulating a ticket while the ticket is locked. This is most useful in more \"dynamic\" environments where work on a ticket may require focused, protracted effort, and marking a ticket as \"being worked on\" is helpful.</P>\r\n\r\n<P>Only the appropriate option will be shown in the ticket display -- if the ticket isn\'t locked already, you can lock it by selecting \"Lock Ticket\". If you\'ve locked the ticket and wish to release it again, you can do so by selecting \"Unlock Ticket\".</P>\r\n\r\n<P>A locked ticket can still be edited, replied to, and manipulated by the technician who locked it.</P>',0,'Lock/Unlock Ticket');
INSERT INTO tech_internal_help_entry VALUES (101,9,'<P>DeskPRO offers several options to help curtail abusive mail your installation may receive. Particularly when DeskPRO is configured to directly receive e-mail and convert it to new tickets (or replies as appropriate), unsolicited commercial e-mail (UCE), commonly known as \"spam,\" will undoubtedly find its way into your site.</P>\r\n\r\n<P>When such a message is inserted as a new ticket, you have several options to deal with it. You can also use these options to restrict abuses of your installation, from upset or abusive but otherwise legitimate customers, or from other sources of mischief.</P>\r\n\r\n<P><U>Mark as Spam</U>, <U>Mark as Non-Spam</U> - Use these options to flag individual tickets as \"spam\" or \"non-spam\". A ticket marked as \"spam\" won\'t be shown in DeskPRO\'s ticket lists (on the technician interface home page or footers). You can still view these tickets by searching for them, or by referring to them by ID or REF, but they will remain otherwise out of view.</P>\r\n\r\n<P><U>Ban this e-mail address</U> - This option adds the e-mail address of this ticket\'s submitter to DeskPRO\'s internal \"banned\" list. Any further e-mails sent from this address will be ignored (no error or replies will be sent by DeskPRO, nor will it create a ticket or add a reply to a ticket no matter what this address sends). Note that the user\'s account will also be prohibited from submitting new tickets via the web interface. Only an administrator can remove an e-mail address from the banned list; exercise caution when using this option.</P>\r\n\r\n<P><U>Ban user/delete user & tickets</U> - This option adds the e-mail address of this ticket\'s submitter to DeskPRO\'s internal \"banned\" list, then deletes the user\'s account and all other tickets submitted by the user. Note that deleting tickets and user accounts is a non-reversible action; the information will be permanently deleted. Also note that only an administrator can remove the e-mail address from the banned list. Use of this option is recommended only as a \"last resort\" for dealing with particularly abusive users.</P>',0,'Handling \"Spam\"');
INSERT INTO tech_internal_help_entry VALUES (102,9,'<P>Deleting a ticket permanently removes it, and all related information (including attachments, billing information, ticket activity history, and all ticket replies) from DeskPRO\'s database. This action is not reversible.</P>',0,'Deleting a Ticket');
INSERT INTO tech_internal_help_entry VALUES (103,9,'<P>Closing a ticket signals the end of work on a specific issue; either it has been resolved, has been found to be invalid, or will not be worked on further.</P>\r\n\r\n<P>Closed tickets cannot be replied to; they must be re-opened first. The ability for both technicians and users to do this can be restricted by the administrator.</P>\r\n\r\n<P>Normally, a ticket is closed by entering a reply to the ticket in the ticket display, selecting the \"Close the Ticket\" option, and submitting the reply. A ticket can also be closed without sending a reply by selecting the \"Close\" action from the \"Ticket Operations\" menu at the top of the ticket display.</P>\r\n\r\n<P>If you close a ticket using the Ticket Operations menu, you\'ll be prompted whether to send the ticket\'s owner (the user) notification that the ticket has been closed.</P>',0,'Closing a Ticket');
INSERT INTO tech_internal_help_entry VALUES (104,9,'<P>Once a ticket is closed, it is normally not necessary to re-open it unless the issue wasn\'t properly resolved. Re-opening a ticket is an action that may be restricted by the administrator, but if the action is available, it will be shown in the ticket display as \"Re-open\" in the \"Ticket Operations\" box. Selecting this will re-open the ticket, permitting you (and the user) to add new replies to it and make other modifications.</P>\r\n\r\n<P>In some instances, such as a recurrence of a problem that has been previously resolved, it may be wiser to create a new ticket for the new occurrence of it than it is to re-open an existing ticket.</P>',0,'Re-opening a Ticket');
INSERT INTO tech_internal_help_entry VALUES (105,9,'<P>You can save any number of tickets (in any number of categories) for later reference or processing.</P>\r\n\r\n<P>Use the Resources/Folders option to manage the categories you can save folders to.</P>\r\n\r\n<P>In the ticket display, you can immediately save a ticket for later viewing into the \"uncategorized\" category (called \"Top Level\") by selecting the \"Add Ticket to Saved Tickets\" action in the \"Ticket Operations\" menu. To select which category the ticket should be saved to, select the \"pick cat\" option next to it.</P>\r\n\r\n<P>You can view saved tickets from both your home page and in the \"Ticket Control\" footer in the \"Saved Tickets\" selection box.</P>',0,'Saving Tickets');
INSERT INTO tech_internal_help_entry VALUES (106,9,'<P>The \"Billing Details\" panel shows a list of all billing entries made for this ticket. A billing entry is a record of billable time or fees, usually directly billable to the customer for specific work. A billing entry can be marked billable (payment is owed by the customer for this entry) or not billable (payment is not owed; useful when recording a task that is usually billed but is being given as a \"courtesy\"). Each entry is also marked either paid or unpaid, indicating whether the customer has paid for this item or not. \"Y\" is used to show billable and paid status, \"N\" is used to show unbillable and unpaid status.</P>\r\n\r\n<P>Use the \"Payment Functions\" panel to add new entries to this ticket. To manipulate existing entries, use the options shown in the Billing Details panel:</P>\r\n\r\n<P><U>Toggle the Billable or Paid Flag</U> - To change the status of either the paid or billable flags of an entry, select the value shown (either \"Y\" or \"N\", depending on the current value) in the column you want to change (either Paid or Billable).</P>\r\n\r\n<P><U>Remove an Entry</U> - To remove an entry entirely, select the entry\'s \"Delete\" option. This will completely remove the entry from the ticket. This should only be used for accidental billings or incorrect entries; entries that are correct but shouldn\'t be charged to the customer should just be set as \"unbillable.\"</P>',0,'Billing Details and Actions');
INSERT INTO tech_internal_help_entry VALUES (107,9,'<P>In addition to adding a reply to a ticket in the database, DeskPRO can perform other actions as it adds your reply to the ticket. These are described in detail below:</P>\r\n\r\n<P><U>FAQ</U> - This option pops open a utility window that shows all the current articles and categories in the FAQ. You can select an appropriate article and have either the body of the article or a link to it automatically inserted into your reply using this popup.</P>\r\n\r\n<P><U>Large Edit</U> - If you want a larger text input box than the one provided in the ticket display, select this link. A large edit box will appear. Fill it in and submit it, and its contents will automatically be inserted into the ticket display reply box.</P>\r\n\r\n<P><U>Add Attach</U> - Using the \"Add Attachment\" link in the \"Ticket Attachments\" panel to add attachments will cause the ticket display to be reloaded, clearing any entries you\'ve made in the reply box or other fields. As such, it\'s normally useful when the <I>only</I> desired action is to add an attachment. When you want to add attachments and submit a reply in one action, use this \"Add Attach\" link instead. It will pop up an attachment panel that you can use to add attachments without losing your entries in the Reply panel. Attachments added with this feature will only be displayed in the Reply panel (beneath the Add Attach link), and can only be removed with the \"del\" link shown next to them here. They will not be shown in the Ticket Attachments panel until your reply is submitted or the ticket display is reloaded.</P>\r\n\r\n<P><U>Create FAQ article from this ticket</U> - Select this option if you want to create a new FAQ from the entries in this ticket. If this option is selected when you submit your reply, you\'ll be redirected to the New Article page instead of back to the ticket. The first user message and your current reply will be used as the question and answer (respectively) for the new FAQ article. The ticket\'s subject will become the FAQ\'s title. These will be filled in for you on the New Article page for editing.</P>\r\n\r\n<P><U>Close the ticket</U> - Select this option to close the ticket automatically when you submit your reply.</P>\r\n\r\n<P><U>E-mail this reply to the user</U> - Select this option to e-mail your reply to the user when you submit it.</P>\r\n\r\n<P><U>Set \'awaiting a user response\'</U> - Select this option to mark the ticket as awaiting a user\'s response. Deselect the option to leave the ticket set as it currently is (usually \"awaiting a technician response\"). This is useful when you wish to provide a status update on a problem you\'re working on, but don\'t yet expect a reply from the user.</P>\r\n\r\n<P><U>Message is a note (hidden from users)</U> - Select this option to add your reply as a ticket note instead of a normal reply. Ticket notes are not visible to users, only to other technicians. This can be useful when you want to assign the ticket to another technician and recommend a course of action to the assignee before doing so.</P>\r\n\r\n<P><U>Claim ownership of this ticket</U> - Shown only when the ticket is unassigned or owned by another technician, selecting this box will assign the ticket to you when you submit the reply. Depending on the administrator\'s preferences and your privileges in DeskPRO you may not be permitted to reassign a ticket from another technician to yourself.</P>\r\n\r\n<P><U>Don\'t automatically apply billing timer to the ticket for this response.</U> - Shown only when automatic billing is enabled by the administrator, selecting this box will cause DeskPRO to ignore the billing timer (in the \"Payment Functions\" panel) when you submit your reply. This is useful when you don\'t want a customer billed for work when you just want to submit a quick update.</P>',0,'Reply Actions and Options');
INSERT INTO tech_internal_help_entry VALUES (108,9,'<P>Merging a ticket into another combines all the replies, attachments, and billing information together into a single ticket. The ticket being merged <I>from</I> is deleted from the database (although its activity log entries are <I>not</I>; they are still available after a merge), and the remaining ticket receives all the attachments, replies, and billing details from the deleted one.</P>\r\n\r\n<P>To merge a ticket into the one you\'re viewing, select \"Merge\" for the ticket you want to merge.</P>\r\n\r\n<P>Note that merging a ticket discards some information, including the incoming ticket\'s category, priority, assigned technician, and other attributes. Only the replies, attachments, billing details, and activity log are preserved.</P>',0,'Merging Tickets');
INSERT INTO tech_internal_help_entry VALUES (109,9,'<P>To charge a customer for a specific numeric amount, enter it in this field and select \"Charge.\" The billing entry will be immediately added.</P>\r\n\r\n',0,'Charge Amount');
INSERT INTO tech_internal_help_entry VALUES (110,9,'<P>To charge a customer for a specific amount of time, specify it here and select \"Charge.\" The billing entry will be immediately added.</P>\r\n\r\n<P>Note that the automatic billing timer also runs in these fields; if it is running, you should stop it first before entering a value here by hand.</P>',0,'Charge Time');
INSERT INTO tech_internal_help_entry VALUES (111,9,'<P>DeskPRO provides an automatic billing timer to help keep track of how much time is spent on each ticker. If your administrator has configured it to do so, DeskPRO will automatically set this timer to zero when the ticket display loads, and then start it counting for you. If this option is set, DeskPRO will also automatically add the amount shown in the billing timer to the ticket unless you explicitly tell it not to (in the Reply panel).</P>\r\n\r\n<P>The \"Start Timer\" button starts the timer counting again from its current position. The \"Stop Timer\" button stops it counting, but does not clear its current value. The \"Stop/Reset Timer\" button stops the timer and resets it to zero.</P>',0,'Timer');
INSERT INTO tech_internal_help_entry VALUES (112,9,'<P>DeskPRO can automatically mail copies of your reply, and/or a full record of the ticket\'s messages and replies, to any number of e-mail addresses. To send a Cc: of your current reply to one or more recipients, select the \"Cc: only this reply\" option. To send a full ticket digest to one or more recipients, select the \"Mail a digest of this ticket\" option. These options can be used individually or together.</P>\r\n\r\n<P>To specify the recepient(s), enter a list of e-mail addresses separated by commas, like \"user@domain,boss@domain1,user@domain1\".</P>',0,'Cc\'s and Digests');
INSERT INTO tech_internal_help_entry VALUES (113,13,'<P>Specify your general e-mail address and SMS address in these fields. The SMS address is optional; providing it then specifying SMS notifications below will generate short notifications for your wireless device. Normal DeskPRO e-mails will be sent to your general address when notifications are sent there.</P>\r\n',0,'E-mail: Your E-mail Addresses');
INSERT INTO tech_internal_help_entry VALUES (114,13,'<P>Specify whether you wish to receive notifications for these general events:</P>\r\n\r\n<P><U>Notify me when I\'m assigned a ticket</U> - If selected, you\'ll be sent a mail notification whenever another technician assigns a ticket to you.</P>\r\n\r\n<P><U>Notify me when I am sent a private message</U> - If selected, you\'ll be sent a mail notification whenever another technician sends you a private message.</P>\r\n\r\n<P><U>Notify me when a new faq article is submitted</U> - If selected, you\'ll be sent a mail notification whenever a user submits a new FAQ article for review.</P>\r\n\r\n<P><U>Send user uploaded attachments for all notifications</U> - If selected, whenever a mail notification is generated and sent to you regarding any ticket or reply with new attachments, those attachments will be included in the e-mail sent to you (in addition to the links to them in DeskPRO). Make sure the administrator has sensibly restricted attachment sizes before enabling this, otherwise your receiving mailbox could be too small to receive an enormous attachment.</P>\r\n\r\n<P><U>Send user uploaded attachments when I am the ticket owner</U> - If selected, whenever a mail notification is generated and sent to you regarding a ticket you own with new attachments, those attachments will be included in the e-mail sent to you (in addition to the links to them in DeskPRO). Make sure the administrator has sensibly restricted attachment sizes before enabling this, otherwise your receiving mailbox could be too small to receive an enormous attachment.</P>',0,'E-mail: General Notifications');