"Online SupportCenter": An Advanced Solution to External Product Support.FREMONT, Calif.--(BUSINESS WIRE)--Aug. 17, 1998-- Web-Based System From Applied Innovation Management Offers Unique Ability to Attach Application Notes, Service Packs and Patches to the Database for Easy Access Applied Innovation Management (AIM) has introduced the Online SupportCenter(TM), a web-based help desk system for external hardware and software product support that combines classic help desk functionality with new technology that makes it possible to attach application notes, service packs and patches to the database. This first-of-its-kind "large object" capability permits users to submit problems with supporting documents such as error messages DOS and Windows error messages are listed individually in this database by the message that is displayed when they occur. See also DOS error messages and Application Error.  for faster problem resolution. It also expands the usefulness of the help desk by enabling users to retrieve unpublished information such as release notes and to download fixes directly from the system. "Help desk used to be a one-way street Noun 1. one-way street - unilateral interaction; "cooperation cannot be a one-way street" unilateralism - the doctrine that nations should conduct their foreign affairs individualistically without the advice or involvement of other nations 2. . The customer supplied information about the problem but could not use the help desk system per se for problem resolution," said Fayez Damra, AIM's Product Development Manager. "Our Online SupportCenter enables a company's customers to search the database for do-it-yourself problem solving problem solving Process involved in finding a solution to a problem. Many animals routinely solve problems of locomotion, food finding, and shelter through trial and error. , upload screen shots with error messages or core dumps An earlier term for memory dump. See core storage. (programming, operating system, jargon) core dump - Common Iron Age jargon, preserved by Unix for a memory dump. out of a program that's crashed so that support staff can get to the root of the problem quickly, and even download fixes. This eliminates the extra step of sending a floppy with the fix, saving time both for the customer and for the help desk." With its web-based design, Online SupportCenter enables a company's customers to get answers to frequently asked questions (FAQs); search the knowledge base, application notes, service packs or support news; submit a service request; or download fixes 24 hours a day from any computer via a standard web browser The program that serves as your front end to the Web on the Internet. In order to view a site, you type its address (URL) into the browser's Location field; for example, www.computerlanguage.com, and the home page of that site is downloaded to you. . All issues and problems are recorded in a centralized cen·tral·ize v. cen·tral·ized, cen·tral·iz·ing, cen·tral·iz·es v.tr. 1. To draw into or toward a center; consolidate. 2. database to create a searchable, sortable, historical archive that can be used to quickly resolve problems, detect recurring problems and identify subjects that merit new FAQs. Built-in reporting capabilities make it possible to produce spreadsheets, pie and column charts detailing the type and frequency of problems, pending tickets, resolution patterns and other information. FAQs, application notes and other database materials can be published and updated quickly and easily with predefined HTML HTML in full HyperText Markup Language Markup language derived from SGML that is used to prepare hypertext documents. Relatively easy for nonprogrammers to master, HTML is the language used for documents on the World Wide Web. templates that can be called up from a manager's browser, eliminating the need for HTML programming or webmaster involvement. Entries can be created dynamically and "published" with the click of a button. Old entries can be deleted without going to the server, greatly simplifying the process of maintaining the database. Fields, charts, hierarchical summaries, workflow, functionality and any other aspect of the system also can be customized without HTML programming. Other features include: -- The option for managers to manually assign help tickets to the appropriate staff person or to configure the system to make automatic assignments based on expertise or any other criteria. -- Alarm capabilities that allow support staff members to be e-mailed and/or paged under specific circumstances. Staff can be notified when a customer enters a ticket, when a ticket is two days old, and so on. -- The ability to require customers to enter a login Signing in and gaining access to a network server, Web server or other computer system. The process (the noun) is a "login" or "logon," while the act of doing it (the verb) is to "log in" or to "log on. name and password before submitting a request. Online SupportCenter can be deployed on a Windows NT (Windows New Technology) A 32-bit operating system from Microsoft for Intel x86 CPUs. NT is the core technology in Windows 2000 and Windows XP (see Windows). Available in separate client and server versions, it includes built-in networking and preemptive multitasking. or a UNIX-based web server and is compatible with any HTML 3.0-compliant browser, including Microsoft Internet Explorer See Internet Explorer. and Netscape Navigator An earlier Web browser for Windows, Macintosh and X Windows from Netscape that provided secure transmission over the Internet. Soon after its introduction in 1994, Navigator, or just "Netscape," as it was commonly called, quickly became the leading browser on the Web. . It is fully scalable and can be integrated with standard or custom applications through an API (Application Programming Interface) A language and message format used by an application program to communicate with the operating system or some other control program such as a database management system (DBMS) or communications protocol. . The web-based architecture also offers a platform-independent solution that is easily deployed, easily updated, and implementable without training. The product can be used on a standalone basis or integrated with AIM's web-based internal help desk, bug defect/tracking, asset management, change management and/or contact management products. For more information, contact AIM at 510/226-2727 or 800/942-7754, fax 510/226-7990, or visit http://www.aim-helpdesk.com. Founded in 1992, Fremont, California-based Applied Innovation Management (AIM) develops, markets and supports object-oriented, web-based business management software solutions. AIM is a leader in web-based applications, including the first fully functional web-based internal and external help desks (HelpDesk Expert and Online SupportCenter) as well as web-based bug tracking, contact management, change management, and asset and inventory management products. CONTACT: S&S Public Relations public relations, activities and policies used to create public interest in a person, idea, product, institution, or business establishment. By its nature, public relations is devoted to serving particular interests by presenting them to the public in the most , Inc. Allison Clark, 847/291-1616, ext. 256 allison@sspr.com or S&S Public Relations, Inc. Liza Beresford, 317/926-1246 liza@sspr.com |
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