AR System Tools

The Action Request System includes four tools that help administrators, support staff, and end users perform their jobs: the User Tool, the Notification Tool, the Administrator Tool, and the Import Tool. This section provides overviews of each tool, and references to documents containing more information about each.

User Tool

The User Tool is generally used by everyone involved in the workflow process. It allows you to:

Submit ARs describing problems or support requests.
Query AR System databases either for information or to keep track of previously submitted ARs.
Modify one or multiple previously submitted ARs.
Report on and calculate statistical information on ARs that share similar query criteria (information).
Delete ARs (if you are an AR System administrator or subadministrator).
Create macros.
Run macros to help automate the steps involved in complex queries and other operations.
Customize schema views.
Define default field values.

The User Tool is described in this HTML documentation.

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Notification Tool

Like the User Tool, the Notification Tool can be used by anyone involved in the workflow process. The Notification Tool provides a means of alerting users of progress being made in the resolution of an action request. Through filters built into the AR System schemas by the administrator, users may be notified of any change in an AR. For example, the administrator may have defined a filter that sends a notification to the support staff when new ARs are assigned and another filter that notifies end users when an AR is closed. (In a user environment that does not run the Notification Tool, users can be notified through electronic mail.)

The Notification Tool is described in Using the Notification Tool.

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Administrator Tool

The Administrator Tool is used exclusively by AR System administrators to and subadministrators set up the AR System for use by support staff and end users. This includes:

Setting up schemas (the definitions of AR System databases).
Setting access permissions on the fields within the schemas.
Setting up access on schemas themselves.
Creating both dynamic and static menus.
Setting up AR System filters, escalations, and active links that define the workflow processes.

The Administrator Tool is described in the Action Request System Administrator's Guide.

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Import Tool

The Import Tool allows users to transfer data from databases on other servers to the AR System database on the local server.

If the data you want to import already exists in a AR Export file, you can use the AR System Import Tool to import data into your server. The Import Tool can handle files in CSV or ASCII format.

The Import Tool is described in the Action Request System Administrator's Guide.

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