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| Implementation and configuration of Unicenter TNG AHD 4.0 (Helpdesk Software) |
| Description of the client |
| | HCL Comnet Systems & Services Ltd. is a subsidiary of HCL Technologies, which is India's leading VSAT-Service Providers, that provides VSAT products, services and support. The Enterprise Management solution implemented consisted of Paradigm (Advanced Helpdesk Option). The offices are geographically spread across the country, with VSAT connectivity. This software was implemented at the Head Office - Noida, and across 5 Regions. |
| | AHD was implemented on Microsoft Windows NT 4.0 (SP 5). The database used was Microsoft SQL 7.0 (SP2). A high degree of customization was done to meet the various requirements of the customer. This implementation consisted of installing Paradigm Server at all the Regional locations. Head Office was configured to hold all the Regional real-time calls. The Regional data was replicated from all the Regions to the Head Office using SQL replication feature of MS SQL 7.0.Replication feature was scripted, to ease the installing and dropping of replication. The Regions were also able to transfer calls to other Regions using Paradigm Delegation. The front-end was designed using Graphical Form Editor(GFE), a proprietary software of CA, which is a part of Paradigm. This implementation involved an addition of around 20 new tables, and various fields. The files created for this implementation are as shown below - |
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