-- Copyright (C) 2003 Media Net Link, Inc. Danville, CA 94526 USA
-- 
-- This file is part of AthenaRMS.
-- 
-- AthenaRMS is free software; you can redistribute it and/or modify
-- it under the terms of the GNU General Public License as published by
-- the Free Software Foundation; either version 2 of the License, or
-- (at your option) any later version.
-- 
-- AthenaRMS is distributed in the hope that it will be useful,
-- but WITHOUT ANY WARRANTY; without even the implied warranty of
-- MERCHANTABILITY or FITNESS FOR A PARTICULAR PURPOSE.  See the
-- GNU General Public License for more details.
-- 
-- You should have received a copy of the GNU General Public License
-- along with this program; if not, write to the Free Software
-- Foundation, Inc., 59 Temple Place, Suite 330, Boston, MA  02111-1307  USA

INSERT INTO help (description, help_id, topic) VALUES ('The Admin page allows you to customize your RMS settings.', '8', 'Admin');
INSERT INTO help (description, help_id, topic) VALUES ('This form allows you to search your RMS listing for people to add to the RMS you are currently working in.  Once you locate the person you are looking for, you can add them to your RMS.', '12', 'Add Existing People to this RMS');
INSERT INTO help (description, help_id, topic) VALUES ('Allows you to add another Support person to the RMS.', '10', 'Add New Support People');
INSERT INTO help (description, help_id, topic) VALUES ('You can save search lookup criteria by checking the Save Query checkbox at the bottom of the search screen, and by giving your search a name. Then, you can access your saved searches by clicking on the "queries" link in the top navigation bar. This will list your saved searches, and you can get your results by simply clicking on the name.', '20', 'Saving Search Queries');
INSERT INTO help (description, help_id, topic) VALUES ('A support person that can act as a point of escalation.', '26', 'Escalated Support');
INSERT INTO help (description, help_id, topic) VALUES ('A support person that responds to incidents submitted via tickets. Additional configuration sets access rights to tickets, and places the support person in drop-downs.', '28', 'Support');
INSERT INTO help (description, help_id, topic) VALUES ('Allows you to edit contact information, access level, user name and password, and whether or not the support person shows up in drop-downs.', '30', 'Edit Support People');
INSERT INTO help (description, help_id, topic) VALUES ('Used for display purposes only.', '32', 'RMS Name');
INSERT INTO help (description, help_id, topic) VALUES ('Unique identifier for an individual RMS. Will be used in the default submittal email address: ---support@athenarms.mnl.com. The RMS Templates directory will also use this name.', '33', 'RMS Short Name');
INSERT INTO help (description, help_id, topic) VALUES ('To be set for all new tickets that have no data entered.', '35', 'Default Source');
INSERT INTO help (description, help_id, topic) VALUES ('To be set for all new tickets that have no data entered.', '36', 'Default Email Source');
INSERT INTO help (description, help_id, topic) VALUES ('To be set for all new tickets that have no data entered.', '37', 'Default Support Person');
INSERT INTO help (description, help_id, topic) VALUES ('To be set for all new tickets that have no data entered.', '38', 'Default Escalated Person');
INSERT INTO help (description, help_id, topic) VALUES ('Domain name to receive email.', '39', 'Email Domain');
INSERT INTO help (description, help_id, topic) VALUES ('Domain name to view in web browser.', '40', 'Web Domain');
INSERT INTO help (description, help_id, topic) VALUES ('Subdirectory where RMS resides in the files system.', '41', 'Web Path');
INSERT INTO help (description, help_id, topic) VALUES ('Combined with Web Domain plus the Web Path to create the ticket status page URL.', '42', 'Users URL');
INSERT INTO help (description, help_id, topic) VALUES ('One line signature.', '43', 'Email Signature');
INSERT INTO help (description, help_id, topic) VALUES ('Extended Signature', '44', 'Extended Email Signature ext sig');
INSERT INTO help (description, help_id, topic) VALUES ('Enter your own confirmation URL to be used in place of the default.', '45', 'Confirmation URL');
INSERT INTO help (description, help_id, topic) VALUES ('New tickets can be sent via web forms or email. The edit ticket page allows you to change status on any ticket based on access rights, add comments to the ticket, and send email to the ticket originator, or other support personnel.', '46', 'Edit Ticket - Overview');
INSERT INTO help (description, help_id, topic) VALUES ('Comments can be added to an existing ticket on behalf of a support staff, or end user. The link on the top left of the comments area allows you to enter support comments while the link on the top right allows you to enter comments on behalf of the end user.', '47', 'Adding Comments');
INSERT INTO help (description, help_id, topic) VALUES ('This function allows you to add additional support people to your RMS instance.  Enter all contact information for the person, and then set their login access accordingly.  You will then have to select "edit support people" from the admin page to set up a user name and password, and specify what tickets they can edit.  By default, a new user can modify all tickets (Y). You can restrict their access to read only(N), or give them the ability to edit only those tickets assigned to them (R).', '48', 'Add New Person - Overview');
INSERT INTO help (description, help_id, topic) VALUES ('A source defines where the request originated. For instance, "email", "web form 1", "web form 2", "call in", etc.', '22', 'Source: Overview');
INSERT INTO help (description, help_id, topic) VALUES ('A support admin can define the problems associated with an Athena instance. The default problem is the value that this field is set to when it is not specified - for instance, when a ticket is entered via email.', '34', 'Default Problem');
INSERT INTO help (description, help_id, topic) VALUES ('The Search Page is a form used to search through the entire RMS database for tickets based on the fields you specify. Selecting "Save Query" prior to ''Get Results,'' saves the search criteria as a query.', '2', 'Search');
INSERT INTO help (description, help_id, topic) VALUES ('The Queries Page is a list of saved searches made by the ''Athena user.'' Selecting a saved query  opens the first ticket returned by the query, or presents the results in list view, depending on how the query was saved.', '3', 'Queries');
INSERT INTO help (description, help_id, topic) VALUES ('The Reports Page is a form for generating customized reports. A date range and various report options can be specified. Multiple reports can be generated at the same time according to the selections made.', '4', 'Reports');
INSERT INTO help (description, help_id, topic) VALUES ('The Add Ticket page is a form for submitting a support issue from within Athena. Once the required fields have been entered and the form submitted, a ticket is created within that RMS.', '5', 'Add Ticket');
INSERT INTO help (description, help_id, topic) VALUES ('Shows the number of open tickets owned by the current ''Athena user.'' Selecting this number will open the first ticket, from which the rest can be accessed. The list icon shows the user''s open tickets in a list.', '6', 'My Open');
INSERT INTO help (description, help_id, topic) VALUES ('The number in this column is the number of all open tickets in the RMS.  Clicking on this number will open the first open ticket. If there are multiple open tickets, the first ticket will allow you to navigate to them. If you click on the list icon, a list of all the open tickets in the RMS will appear, as links.', '7', 'All Open');
INSERT INTO help (description, help_id, topic) VALUES ('This is a facility for sending the same response to multiple ticket submitters, selected by checking a box on their tickets.', '9', 'Email Blast');
INSERT INTO help (description, help_id, topic) VALUES ('Allows you to edit a Support person''s information.', '11', 'Edit Support People');
INSERT INTO help (description, help_id, topic) VALUES ('This page allows you to add, edit, or delete a template.  Fill out the form to add a template. Select the name of a template to edit it.  Select "del" next to a template to delete it.', '13', 'Edit Templates');
INSERT INTO help (description, help_id, topic) VALUES ('This form allows you to add a new problem type, edit or delete a problem type, add existing problem types to drop-down lists, and reassign existing problem types.', '14', 'Edit Problem Types');
INSERT INTO help (description, help_id, topic) VALUES ('This form allows you to add a new source, edit or delete a source, add existing sources to drop-down lists, and reassign existing sources.', '15', 'Edit Sources');
INSERT INTO help (description, help_id, topic) VALUES ('This form allows you to delete a ticket from the RMS by entering the ticket number.', '16', 'Delete Tickets');
INSERT INTO help (description, help_id, topic) VALUES ('This form is used to update your RMS Settings. Settings you can update include: the Name of your RMS, any default settings, Support People, the domain, the path, and the Confirmation URL.', '17', 'Edit RMS settings');
INSERT INTO help (description, help_id, topic) VALUES ('This form allows you to update or delete your RMS attributes, change the order of your attributes, or the type of attribute.', '18', 'RMS Attributes');
INSERT INTO help (description, help_id, topic) VALUES ('This page allows you to create a new RMS, or edit an existing one. The top section lists existing RMS''s. Select any RMS to edit it, then make updates and save them. The bottom section is used for adding a new RMS.  All of the fields need to be filled out to create a new RMS.', '19', 'Create or Edit an RMS');
INSERT INTO help (description, help_id, topic) VALUES ('Often used responses can be saved as templates, then sent as is or edited.', '21', 'Templates: Overview');
INSERT INTO help (description, help_id, topic) VALUES ('RMS attributes are the custom fields that define the functionality of your AthenaRMS instance.  Fields can be added.', '23', 'RMS Attributes: Overview');
INSERT INTO help (description, help_id, topic) VALUES ('You can create a new RMS instance or edit an existing instance from this page. To create a new instance, fill out the form at the bottom of the page. To edit an existing instance, switch to that RMS, and go it''s Admin page.  Note: Only Super Users have access to this function.', '24', 'Create or Edit RMS');
INSERT INTO help (description, help_id, topic) VALUES ('Type in search criteria describing the existing person you want to add to your RMS, then choose from the results. Note: Only Super Users have access to this function.', '25', 'Adding Existing Support People');
INSERT INTO help (description, help_id, topic) VALUES ('A support person having permission to edit RMS settings, create new and edit existing support person accounts, and create new  AthenaRMS instances.', '27', 'Super Admin');
INSERT INTO help (description, help_id, topic) VALUES ('A support person who has permission to edit certain RMS settings, including problems, sources, and extended RMS attributes.', '29', 'Support Admin');
INSERT INTO help (description, help_id, topic) VALUES ('''Support drop-down'' and ''escalated drop-down'' appear on the Edit Ticket page. To add or remove users from these drop-downs, click the user name then select yes or no where appropriate.', '31', 'Support Drop Downs');
INSERT INTO help (description, help_id, topic) VALUES ('The Home Page contains a listing of Request Management System (RMS) instances available for an Athena user (or CSR) to<BR> choose from. Each RMS has its own set of links: <B>Search</B> - Allows you to search the RMS database for tickets.<BR><B>Queries</B> - A user''s list of saved searches.<BR><B>Reports</B> - Generates customized reports.<BR><B>Add Ticket</B> - Submits a support issue from inside Athena.<BR><B>My Open</B> - Number and link to the user''s open tickets. List Icon shows user''s open tickets as links in a list .<BR><B>All Open</B> - Number: Total number of open tickets.  List Icon: A listing of these open tickets, as links.', '1', 'Home: Overview');
