Description
This enumerated type is used in the CAdmin.Init method to indicate whether a user or a technician is logging on.
Syntax
x = CAdmin.hdLOGGED_IN_TYPE.aValue
Value[s]
icUSER_LOGGED_IN = 1
icTECH_LOGGED_IN = 2
Description
This enumerated type is used when filling the standard response collection. The collection could be either standard text or standard voice responses.
Syntax
x = CAdmin.hdSTD_RESP.aValue
Value[s]
icSTD_TEXT = 1
icSTD_VOICE = 2
Description
Used by the technician to claim a specified request.
Syntax
x = CAdmin.ClaimRequest (oReq As CRequest)
Parameters
oReq as CRequest
Return type
Boolean
Remarks
Changes the request status from Unclaimed to Claimed.
Description
Confirms that a request has be resolved.
Syntax
x = CAdmin.ConfirmResolution (oReq As CRequest)
Parameters
oReq as CRequest
Return type
Boolean
Remarks
Using this method does not resolve the request, but changes the request status from Pending to Resolved.
Description
Denies a request's resolved status.
Syntax
x = CAdmin.DenyResolution (oReq As CRequest)
Parameters
oReq as CRequest
Return type
Boolean
Remarks
Changes the request status from Resolved back to Pending.
Description
Generates a predetermined string code which can be used to search the HelpDesk collections for a record's PKId.
Syntax
x = CAdmin.Format_ItemPKId (ByVal iPKid As Integer)
Parameters
ByVal iPKid as Integer
Return type
String
Remarks
Visual Basic collections cannot be searched using a numeric key. This function generates a string using a predetermined format, thus allowing a collection to be searched for a "stringized" numeric value.
Description
Returns a collection of current locations.
Syntax
set obj = CAdmin.GetLocations ()
Return type
Collection
Description
Returns a collection of current priorities.
Syntax
set obj = CAdmin.GetPriorities ()
Return type
Collection
Description
Returns a collection of current request detail types.
Syntax
set obj = CAdmin.GetReqDetTypes ()
Return type
Collection
Description
Returns a collection of current request statuses.
Syntax
set obj = CAdmin.GetReqStatus ()
Return type
Collection
Description
Returns a collection of current skills.
Syntax
set obj = CAdmin.GetSkills ()
Return type
Collection
Remarks
GetSkills is also used by the HelpDesk Visual Basic User application (however, in the User application "Skills" are displayed as "Categories").
Description
Returns a collection of standard responses.
Syntax
set obj = CAdmin.GetStdResponses (ByVal iStdRespType As hdSTD_RESP)
Parameters
ByVal iStdRespType as hdSTD_RESP
Return type
Collection
Remarks
By changing the input parameter, the user can request either standard text responses or standard voice responses.
Description
Returns a CTech object based on the technician's alias.
Syntax
set obj = CAdmin.GetTechByAlias (ByVal sAlias As String)
Parameters
ByVal sAlias as String
Return type
CTech
Remarks
The returned object will be filled in with the specified technician's data.
Description
Returns a collection of current technicians.
Syntax
set obj = CAdmin.GetTechnicians ()
Return type
Collection
Description
Initializes the HelpDesk sample and validates the user.
Syntax
x = CAdmin.Init (ByVal sAlias As String, ByVal iLoggedInType As hdLOGGED_IN_TYPE)
Parameters
ByVal sAlias as String
ByVal iLoggedInType as hdLOGGED_IN_TYPE
Return type
Boolean
Remarks
The alias passed in is validated against the tbTech table. The LoggedInType parameter determines whether the user is a technician or a user.
Description
Inserts a Request object into the HelpDesk system and returns the associated tracking number.
Syntax
x = CAdmin.InsertRequest (oReq As HDClient.CRequest, lTrackNo As Long)
Parameters
oReq as HDClient.CRequest
lTrackNo as Long
Return type
Boolean
Remarks
The tracking number is returned back from this method. Although a request could be tracked by its PKId, the tracking number is guaranteed to be unique, even if the tbReq table is rebuilt and the PKIds changed.
Description
Reassigns a request from one technician to another.
Syntax
x = CAdmin.ReAssignReq (oReq As CRequest, oTech As CTech)
Parameters
oReq as CRequest
oTech as CTech
Return type
Boolean
Remarks
This method reassigns the specified request to the specified technician.
Description
Sends a standard text response from a technician to the requestor of a specified request.
Syntax
x = CAdmin.SendStdTextResponse (oReqDet As HDClient.CReqDetail)
Parameters
oReqDet as HDClient.CReqDetail
Return type
Boolean
Remarks
The identity of the requestor is determined from the request detail record.
Description
Sends a request detail from the user to the technician.
Syntax
x = CAdmin.SendTextRequest (oReqDet As HDClient.CReqDetail)
Parameters
oReqDet as HDClient.CReqDetail
Return type
Boolean
Remarks
Prior to calling SendTextRequest, the user must fill in a request detail object.
Description
Sends a request detail from the technician to the user.
Syntax
x = CAdmin.SendTextResponse (oReqDet As HDClient.CReqDetail)
Parameters
oReqDet as HDClient.CReqDetail
Return type
Boolean
Remarks
Prior to calling SendTextResponse, the user must fill in a request detail object.
Description
Submits the initial request for help into the HelpDesk system.
Syntax
x = CAdmin.SubmitRequest (oReq As CRequest)
Parameters
oReq as CRequest
Return type
Boolean
Remarks
Prior to submitting the request, the user must fill in a CRequest object.
Description
Unclaims a previously Claimed help request.
Syntax
x = CAdmin.UnclaimRequest (oReq As CRequest)
Parameters
oReq as CRequest
Return type
Boolean
Description
Changes the status of a request from Claimed to In progress.
Syntax
x = CAdmin.WorkRequest (oReq As CRequest)
Parameters
oReq as CRequest
Return type
Boolean
Description
Terminates and cleans up all internal data structures.
Syntax
CAdmin.Term ()
Remarks
Use this method prior to releasing any CAdmin objects.
Description
Refreshes the internal collections with new data.
Syntax
CAdmin.Refresh ()