$MULTIHELP020.IpMULTIHELP020.IBACKUP/NOASSIST/COMMENT=OpenVMS AXP SPKITBLD Procedure/INTER/LOG/VERIFY KITROOT:[I]*.*;0 MH_DEVO:[HELPMATE.KIT]MULTIHELP020.I/LABEL=(MULTIHELP)/SAVE/BLOCK=9000/GROUP=25/NOINIT/NOREWIOpenVMS AXP SPKITBLD Procedure MAGE ]V6.1 _HELPMT::  _HELPMT$DKA600: V6.1 $*[I]ARROW_EMBOSS.GIF;1+,R./ 4-| 0123KPWO56=7DZ89GHJGIF87a,'''>>>TTTjjj̫,,|I5˻rIhilTAjrNU{LfH,Ek&2::冇 &@.L@MGgQl79ޕp+lz|}Uzp3Vyo+ocs9; *[I]BOMB2.GIF;1+,t./ 4h-| 0123KPWO56(!ܘ7{Z89GHJGIF89aFooodddVVV翿!,FpI8ͻ`(dihlp,lx|pSP ärl:HҬvz`uX\:n|>#fC`#cwzU4iQ U|l$ c{F kRc WimoWU XjUZ 7EGiӋWjP hJ k+삲EDE &X)0Gv HJg _2t3"x1ş9yN@u ȥ<hRR%Vt#ѦGy@@@Y˶۷pʝKݻx˷߿ Ei#q#j0IMQ4SY2җwVN/̧3k<46աК2n,G&`,@+_μУKNسkν#&x>8!jJ"ȓFm'o˗]"ٯX9 ך0z  ~; *[I]BUTTON_EYE_GREEN.GIF;1+,./ 44-| 0123KPWO5 6sM7-Z89GHJGIF87a .Vp, -IޠFpJ8q7,l{uÞ[ 6,y P@,uQ鬙6aL`L9).k\ x6]a}Jzc{e ~Hv ,Dke\^Ibe#&eV&#/ldùR<:ZdpƲʦPJ<0HhD/4/`߻;#3[->?8RǎA!LZ!C'#2xE\h; *[I]CLASS.COM;1+,./ 4H-| 0123KPWO56mEdW7RZ89GHJ$ say := write sys$outputH$ class_list:="BUG,DOC,EMAILSERVER,INSTALL,PERFORMANCE,QUESTION,UPGRADE"($ if f$type(MULTIHELP$MHML_CLASS).nes.""#$ then class = MULTIHELP$MHML_CLASS$ else class = ""$ endif$ say ""$ exit*[I]CURRENT_PROBLEMS.HTML;1+,./ 4J&-| 0123KPWO56m7Z89GHJ�� SIO Technologies Internal Only��

% Current Problems With MHML Interface

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' MultiHelp MultiMedia Example Functions

?The following is just a small subset of the many-many possible <screen creations and function actions. Use them as templates7in creating your own screens and functional interfaces.

HNo attempt has been made to develop sexy screens here; just to Hdemonstrate the use of all MHML tags. In most all casesJthe labels used for the fields are the MHML tag names themselves.

Each input and output !MHML tag$for the specified functions are used=in the forms below. This also includes each REPEAT block tag.

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3 MultiHelp MultiMedia Example Interface & Documents

:You are limited only by your imagination in the makeup and,design of your MHML browser interface forms.

;One thing you must do is to validate yourself to MultiHelp.6You do this by providing a USERID and+PASSWORD text entry field.

-You have two options where this is concerned:

    {!$MULTIHELP020.I| [I]ENG_EXAMPLE_MAIN.HTML;1M{
  1. * Have these logon fields on every screen
    2. 
  2. 6 Use the USERHASH function to logon! and validate a user only once.
    3. 
7This screen will validate you once and then take you to7a screen with a list of MultiHelp functions to perform.
=Press the Logon to MultiHelp button after filling inthe text entry fields.
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 Request: [REQUEST_ID]

:
Work Report Summaries
)AFFECTED_HARDWARE:[AFFECTED_HARDWARE]
)AFFECTED_SOFTWARE:[AFFECTED_SOFTWARE]
ATTEMPTS:[ATTEMPTS]
)BUILDING_LOCATION:[BUILDING_LOCATION]
CATEGORY:[CATEGORY]
CC_LIST:[CC_LIST]
CLASS:[CLASS]
COMMENT:[COMMENT]
-CUSTOMER_FIRST_NAME:[CUSTOMER_FIRST_NAME]
CUSTOMER_ID:[CUSTOMER_ID]
+CUSTOMER_LAST_NAME:[CUSTOMER_LAST_NAME]
{DATE_DUE:[date_due start=12 length=5], [DATE_DUE start=3 length=3] [date_due length=2], [date_due start=7 length=4]PUse MHML tag parameters to modify the output of any field.
'DATE_LAST_UPDATE:[DATE_LAST_UPDATE]
DATE_LOGGED:[DATE_LOGGED]
/DATE_NEXT_ESCALATION:[DATE_NEXT_ESCALATION]
!EMAIL_ADDRESS:[EMAIL_ADDRESS]
)FAX_NUMBER_7DIGIT:[FAX_NUMBER_7DIGIT]
%FAX_NUMBER_AREA:[FAX_NUMBER_AREA]
/FAX_NUMBER_EXTENSION:[FAX_NUMBER_EXTENSION]
LOCKED_BY:[LOCKED_BY]
LOGGER_ID:[LOGGER_ID]
!NOTIFY_METHOD:[NOTIFY_METHOD]
#OPEN_OR_CLOSED:[OPEN_OR_CLOSED]
OWNER_ID:[OWNER_ID]
-PAGER_NUMBER_7DIGIT:[PAGER_NUMBER_7DIGIT]
)PAGER_NUMBER_AREA:[PAGER_NUMBER_AREA]
3PAGER_NUMBER_EXTENSION:[PAGER_NUMBER_EXTENSION]
-PHONE_NUMBER_7DIGIT:[PHONE_NUMBER_7DIGIT]
)PHONE_NUMBER_AREA:[PHONE_NUMBER_AREA]
3PHONE_NUMBER_EXTENSION:[PHONE_NUMBER_EXTENSION]
!PRIORITY_NAME:[PRIORITY_NAME]
#PRIORITY_VALUE:[PRIORITY_VALUE]
+QUEUED_OR_ASSIGNED:[QUEUED_OR_ASSIGNED]
REQUEST_ID:[REQUEST_ID]
)REQUEST_ID_PREFIX:[REQUEST_ID_PREFIX]
!SEVERITY_NAME:[SEVERITY_NAME]
#SEVERITY_VALUE:[SEVERITY_VALUE]
STATUS:[STATUS]
SUBJECT:[SUBJECT]
)WORK_REPORT_COUNT:[WORK_REPORT_COUNT]

9

Work Report Summaries

[REPEAT CONTROL=SUMMARY]I [WORK_REPORT_INDEX]. [WR_SUMMARY]
[/REPEAT]


Work Report Details

[REPEAT CONTROL=EXTRACT]
_Work Report Number: [work_report_index]
Summary:[wr_summary]
Status:[wr_status]
Author:[author_id]
Quiet:[quiet]
Hidden:[hidden]
)Date Entered:[DATE_ENTERED length=17]

 Work Report Text
$ 
[/REPEAT]

END

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, RequestId:
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Request: [REQUEST_ID]

Class: [CLASS]
GCustomer: [CUSTOMER_ID]([CUSTOMER_FIRST_NAME] [customer_last_name])
Date Logged: [DATE_LOGGED]
!Open Status: [OPEN_OR_CLOSED]
Status: [STATUS]
*Work Report Count: [WORK_REPORT_COUNT]


Work Report Summaries

[REPEAT CONTROL=SUMMARY]8 [WORK_REPORT_INDEX]. [WR_SUMMARY] ([WR_STATUS])
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Request: [REQUEST_ID]

[REPEAT CONTROL=EXTRACT]& [WORK_REPORT_INDEX]. [WR_SUMMARY]
( Status: [wr_status] Author: [AUTHOR_ID]

Work Report Text

>You can put any text inside scrollable windows...
F
or not.

[REPEAT CONTROL=EXTRACT.TEXT] [TEXT]	[/REPEAT]
[/REPEAT]
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[/REPEAT]
1Back to original form*[I]ENG_LOOKUP_FULL.HTML;1+,./ 4-| 0123KPWO5617!7,[89GHJpL$MULTIHELP020.I| [I]ENG_LOOKUP_FULL.HTML;1'm �� Full Lookup Form��

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7
3 Ancestors:; NoDescendants:; NoNullClass:
a Class:NoClass:
; NoAttempted:
= BeforeDate:
9 Category:
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JThe OPEN/CLOSED status of calls can be handled one of twoKways. Using the toggles OPENTOGGLE and CLOSEDTOGGLE. WhenGone of them is turned on it indicates to include calls from that statusFonly. If both are on or both are off, then either set is returned.
f Open: Closed:
JOr by using the OPENCLOSEDEITHERRADIO radio buttons. ThisBwould consist of 3 radio buttons with either a Open, Closed orKEither selection. If both sets of radio and toggle buttons appear, the#toggle buttons take precedence.
D Open:H Closed:T Either:
v OwnerId:NoOwnerId:
8 Priority:
9 Severity:
9 QueuedOnly:
; SinceDate:
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7 Subject:
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3 @ 


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MultiHelp Full Lookup Request Listing

7(Click on RequestId to see detail listing)
[REPEAT CONTROL=LOOKUP]9 [REQUEST_ID] - [SUBJECT]
[/REPEAT]


Detail

[REPEAT CONTROL=LOOKUP]
8[REQUEST_ID][[]View Work Report[]]
)AFFECTED_HARDWARE:[AFFECTED_HARDWARE]
)AFFECTED_SOFTWARE:[AFFECTED_SOFTWARE]
ATTEMPTS:[ATTEMPTS]
)BUILDING_LOCATION:[BUILDING_LOCATION]
CATEGORY:[CATEGORY]
CC_LIST:[CC_LIST]
CLASS:[CLASS]
COMMENT:[COMMENT]
-CUSTOMER_FIRST_NAME:[CUSTOMER_FIRST_NAME]
CUSTOMER_ID:[CUSTOMER_ID]
+CUSTOMER_LAST_NAME:[CUSTOMER_LAST_NAME]
DATE_DUE:[DATE_DUE]
'DATE_LAST_UPDATE:[DATE_LAST_UPDATE]
DATE_LOGGED:[DATE_LOGGED]
/DATE_NEXT_ESCALATION:[DATE_NEXT_ESCALATION]
!EMAIL_ADDRESS:[EMAIL_ADDRESS]
)FAX_NUMBER_7DIGIT:[FAX_NUMBER_7DIGIT]
%FAX_NUMBER_AREA:[FAX_NUMBER_AREA]
/FAX_NUMBER_EXTENSION:[FAX_NUMBER_EXTENSION]
LOCKED_BY:[LOCKED_BY]
LOGGER_ID:[LOGGER_ID]
!NOTIFY_METHOD:[NOTIFY_METHOD]
#OPEN_OR_CLOSED:[OPEN_OR_CLOSED]
OWNER_ID:[OWNER_ID]
-PAGER_NUMBER_7DIGIT:[PAGER_NUMBER_7DIGIT]
)PAGER_NUMBER_AREA:[PAGER_NUMBER_AREA]
3PAGER_NUMBER_EXTENSION:[PAGER_NUMBER_EXTENSION]
-PHONE_NUMBER_7DIGIT:[PHONE_NUMBER_7DIGIT]
)PHONE_NUMBER_AREA:[PHONE_NUMBER_AREA]
3PHONE_NUMBER_EXTENSION:[PHONE_NUMBER_EXTENSION]
!PRIORITY_NAME:[PRIORITY_NAME]
#PRIORITY_VALUE:[PRIORITY_VALUE]
+QUEUED_OR_ASSIGNED:[QUEUED_OR_ASSIGNED]
REQUEST_ID:[REQUEST_ID]
)REQUEST_ID_PREFIX:[REQUEST_ID_PREFIX]
!SEVERITY_NAME:[SEVERITY_NAME]
#SEVERITY_VALUE:[SEVERITY_VALUE]
STATUS:[STATUS]
SUBJECT:[SUBJECT]
)WORK_REPORT_COUNT:[WORK_REPORT_COUNT]
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< OwnerId:
B CustomerId:
, Sorting:
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B Queued Only:
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MultiHelp Simple Request Listing

[REPEAT CONTROL=LOOKUP][REQUEST_ID] - [summary]
[/REPEAT]*[I]ENG_QUERY_FULL.HTML;1+,(./ 4F-| 0123KPWO56O!7 #M[89GHJN$MULTIHELP020.I(| [I]ENG_QUERY_FULL.HTML;1X �%� Test All Query Input and Output Tags��

% Test All Query Input and Output Tags


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2
2ANCESTORS:>NODESCENDANTS:

UCLASS:      CLASSWEIGHT:    
[HARDWARE:   HARDWAREWEIGHT: 
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[SOFTWARE:   SOFTWAREWEIGHT: 
YTITLEWORD:  TITLEWORDWEIGHT:



2QUERY:


@NONOISEELIMINATE:8NOSYNONYMS:


/CONFIDENCEFILTER:'TITLEMAX:        
n 

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 All Query Output Tags



/ Request Id    Cnfdnc    Title[REPEAT CONTROL=QUERY][SOLUTION_ID SIZE=15] [CONFIDENCE SIZE=4] [TITLE]F[REPEAT CONTROL=QUERY.ALTERNATE]                     [ALTERNATE_TITLE]	[/REPEAT]	[/REPEAT]

!*[I]ENG_REQUEST_ACKNOWLEDGE.HTML;1+,H ./ 4!-| 0123KPWO5 6Ǘ7 Y[89GHJ�� Acknowledge Request�!

Request Id: [request_id]

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' Test All Request Input and Output Tags


N
8
1ACCEPT:
BASSIGN:
FCATEGORY:
CCCLIST:
CLASS:
ECOMMENT:
5CREDIT:
JCUSTOMERID:
/DATEDUE:
NEMAILADDRESS:
>FAXAREA: BFAXNUMBER: LFAXEXTENSION:
HFIRSTNAME:
VHARDWAREAFFECTED:
1HIDDEN:
K(request)ID:Update Only!
FLASTNAME:
FLOCATION:
CNOTIFYBYEMAIL: 7NOTIFYBYFAX: :NOTIFYBYPAGER:?NOTIFYBYPHONE:
BPAGERAREA: FPAGERNUMBER: PPAGEREXTENSION:
BPHONEAREA: FPHONENUMBER: PPHONEEXTENSION:
PRIORITY:
/QUIET:
3REQUEUE:
SEVERITY:
VSOFTWAREAFFECTED:
STATUS:
ESUBJECT:
KWR_SUMMARY:
1TIME:
WORKREPORT:,4 9 

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Request Id: [request_id]

Status: [STATUS]
OwnerId: [OWNER_ID]
M$MULTIHELP020.Ir| #[I]ENG_REQUEST_UPDATE_SIMPLE.HTML;1_#*[I]ENG_REQUEST_UPDATE_SIMPLE.HTML;1+,r./ 4_`-| 0123KPWO56>la!7k[89GHJ�� Update a Request��

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S Request Id:
H      Class:
      Status:

_
Y
? B 

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MSolve It OnceSolve It Once!

[[]Help[]]v[[]Create Service Request[]]
WClick on the "Queued Requests" button in order to see a list of all queued requests8sorted by their last update date (ascending order).t
8 : 
<OR, use the form below to select specific requests.f
D Open:H Closed:T Either:
CustomerId:NoCustomerId:
v OwnerId:NoOwnerId:
) Sort:
/ 



 Screen Help



QueryK
Enter sentence-like queries that describe your problem or question.1
Turn Off Noise Word RemovalL
By default, MultiHelp will remove noise words from your query. This B helps it to key on important and meaningful phrases or words more effectively..
Turn Off Synonym LookupsL
By default, MultiHelp will look for words that have similar meaningsD to the words which you have entered in your query. It will add any & synonyms that it finds to the query. '
Confidence FilterL
Each article is rated on a scale from 1 to 1000 as to its likelihood@ of being a good match for your query. This rating is called itsJ confidence factor. By setting the confidence filter to 0 (zero),J you are telling MultiHelp not to factor out any titles which rate betweenJ 1 and 1000. If you set the confidence filter to 300, you will not see any< titles that rated less than 300 on their confidence factor.$
Maximum TitlesH
This setting allows you to limit the number of titles return for any given query.
Search6
Pressing this button will activate the search.
&*[I]ENG_SIO_SUPPORT_EXTRACT_LIST.HTML;1+,./ 4-| 0123KPWO568+u!7y[89GHJ �D� SIO Technologies Corp. - MultiHelp - Request Work Reporting Listing�%

Request Full Listing

[[]Help[]]p[[]Create Service Request[]][[]Update This Request[]][[]Quick Close[]][[]Quick Close (Quiet)[]]`[[]Main Menu[]]


[REQUEST_ID]

[SUBJECT]
Owner: [OWNER_ID]
HCustomer: [CUSTOMER_ID] ([CUSTOMER_FIRST_NAME] [CUSTOMER_LAST_NAME])
Status: [STATUS]
Class: [CLASS]
Severity: [SEVERITY_NAME]
Logger: [LOGGER_ID]
#Notify Methods: [NOTIFY_METHOD]
CClist: [CC_LIST]


Work Report Summaries

[REPEAT CONTROL=SUMMARY]\[WORK_REPORT_INDEX]. [WR_SUMMARY] - [[][author_id][]]
[/REPEAT][REPEAT CONTROL=SUMMARY]
G[WORK_REPORT_INDEX]. [WR_SUMMARY]
Author: [author_id]
Date Entered: [DATE_ENTERED]
%Hidden: [hidden] - Quiet: [quiet]
Status: [wr_status]
C
[/REPEAT]


 Screen Help

AThis screen gives you full information about the request at hand.

PThe top portion gives specific information about the status of the request. ThisHis followed by a brief listing of each work report and then by a section-which gives the contents of each work report.


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# MultiHelp® Support Rep Screens


L
? UserId: : Password: 

? 


 *[I]ENG_SIO_SUPPORT_LOOKUP.HTML;1+,./ 4p-| 0123KPWO56xe!7e[89GHJt$MULTIHELP020.I|  [I]ENG_SIO_SUPPORT_LOOKUP.HTML;1p �<� SIO Technologies Corp. - MultiHelp - Review/Update Requests�

)
Review Requests

[[]Help[]]p[[]Create Service Request[]]
f
L Open:H Closed:J Either: |6 Queued Only:<

3 OwnerId:6 No Owner:
9 CustomerId:< No Customer:

3 Class:
3 Ancestors:< No Descendants:; No Null Classes:4 No Class:

A Sort: [!@text_area.html]

3 Since:5 Before:> Key on Last Update Time



 Screen Help


*
Open, Closed, EitherE
Select one of these radio buttons to indicate the Open/Closed* status of the requests you want returned.
SortE
Specify the items that you want the output listing sorted by.B Separate multiple items by commas. Each item may also be followedF by the keywords DESC or ASC, which G indicate that the sort should be done in DESCending or ASCending orderQ on the specific item. For example: "DATE_LOGGED DESC,SEVERITY ASC".
p The list of valid items is: STATUS, SEVERITY, PRIORITY, PROBLEM_TYPE, DATE_LOGGED, NEXT_ESCALATION, LAST_UPDATE
SinceP
Enter a Date/Time string in here and only the requests that were logged # since that time will be displayed.
BeforeO
Enter a Date/Time string in here and only the request that were logged $ before that time will be displayed.0
Key on Last Update time...Q
By turning on this button, the Since and Before date/time values (if any)E will be checked against the Last Update time of a request as opposed to the createion time..
Work Report Viewing AreaL
This allows you to choose the size of your scrolling text area that displays work report text.
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)
Review/Update Request by ID

[[]Help[]]p[[]Create Service Request[]]`[[]Main Menu[]]
S
= ? 1 Request Id:9 > 6 



 Screen Help

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MultiHelp Support Main Menu

[[]Help[]]8[[]Logon Screen[]]
ESelect one of the options below for the function that you desire.


%qCheck the Queue!

%~:All Updated Calls Since Today (Sorted by order of Update)!

%>All Updated Calls Since Yesterday (Sorted by order of Update)!

%RReview/Update Request by ID

%OCall Searching

%PCreate New Service Request

%NQuery Solution Database 



 Screen Help


0
Create New Service RequestF
Choose this link in order to create a new service request with SIO Customer Support.=
Review/Update Existing Service RequestsN
Choose this link when you want to update or review an existing serviceH request with SIO Customer Support. The screen allows you to browse your8 existing calls based upon specified selection criteria.-
Query Solution DatabaseL
Choose this link in order to query MultiHelp's solution database for$ help with MultiHelp related issues.
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Query Solutions

[[]Help[]]v[[]Advanced Query Screen[]]`[[]Main Menu[]]
f
QQuery:
BTurn Off Synonym Lookups:OTurn Off Noise Word Removal:
0Confidence Filter:%Maximum Titles:M 


 Screen Help



QueryK
Enter sentence-like queries that describe your problem or question.1
Turn Off Noise Word RemovalL
By default, MultiHelp will remove noise words from your query. This B helps it to key on important and meaningful phrases or words more effectively..
Turn Off Synonym LookupsL
By default, MultiHelp will look for words that have similar meaningsD to the words which you have entered in your query. It will add any & synonyms that it finds to the query. '
Confidence FilterL
Each article is rated on a scale from 1 to 1000 as to its likelihood@ of being a good match for your query. This rating is called itsJ confidence factor. By setting the confidence filter to 0 (zero),J you are telling MultiHelp not to factor out any titles which rate betweenJ 1 and 1000. If you set the confidence filter to 300, you will not see any< titles that rated less than 300 on their confidence factor.$
Maximum TitlesH
This setting allows you to limit the number of titles return for any given query.
Search6
Pressing this button will activate the search.
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Advanced Query Solutions

[[]Help[]]j[[]Basic Query Screen[]]`[[]Main Menu[]]
f
2

p         Ancestors      Confidence Filter:
l         No Descendants   Maximum Titles: 
YTITLEWORD:  TITLEWORDWEIGHT:
YKEYWORD:    KEYWORDWEIGHT:  
UCLASS:      CLASSWEIGHT:    
[HARDWARE:   HARDWAREWEIGHT: 
[SOFTWARE:   SOFTWAREWEIGHT: 

BTurn Off Synonym Lookups:OTurn Off Noise Word Removal:
.



 Screen Help

IThis screen differs from the Basic Query form in that you specify exactly4which attributes you want matching articles to have.

JFor instance, by entering words into the TITLEWORD entry Kfield, you will only receive articles whose titles have those words in them6(or synonyms of those words if Synonyms is turned on).

MBy using the WEIGHT factor buttons, you can select how much Ja match on a given item weighs in computing the confidence factorrelative to other items.

1
Turn Off Noise Word RemovalL
By default, MultiHelp will remove noise words from your query. This B helps it to key on important and meaningful phrases or words more effectively..
Turn Off Synonym LookupsL
By default, MultiHelp will look for words that have similar meaningsD to the words which you have entered in your query. It will add any & synonyms that it finds to the query. '
Confidence FilterL
Each article is rated on a scale from 1 to 1000 as to its likelihood@ of being a good match for your query. This rating is called itsJ confidence factor. By setting the confidence filter to 0 (zero),J you are telling MultiHelp not to factor out any titles which rate betweenJ 1 and 1000. If you set the confidence filter to 300, you will not see any< titles that rated less than 300 on their confidence factor.$
Maximum TitlesH
This setting allows you to limit the number of titles return for any given query.
AncestorsN
By selecting this button you are specifying that a match should occurH on any class entered and any class that is an ancestor of such a class.$
No DescendantsN
By default, descendants automatically create a solution match for anyD class names entered. Selecting this toggle, turns that feature off.
!*[I]ENG_SIO_SUPPORT_REQUEST.HTML;1+,. / 4m 0-| 0123KPWO 56$ !7Ũ[89GHJ�6� SIO Technologies Corp. - MultiHelp - Request Creation�%

Request Creation

[[]Help[]]`[[]Main Menu[]]
^
DSubject:
Class:Status:
Severity:Priority:*Quiet:,Hidden:
PCClist:

<Owner:

6778[4




 Screen Help

3This form allows you to log a service request with ?SIO Technologies Customer Support. The request?will be entered into the MultiHelp queue and acted upon by the first available representative.

SubjectM
Enter a brief statement which best describes your request or problem.' Limit the statement to 100 characters.
ClassE
Select the Class which best classifies your request.
SeverityG
Select the Severity which best describes the impact of the request to your operations.>
Email AddressU
If you are not using the guest account, then your email address willH be retrieved from your customer profile record. If you do not want yourm default email address used (or if you are using the guest account), then specify an alternate here.<
Phone NumberT
If you are not using the guest account, then your phone number willH be retrieved from your customer profile record. If you do not want yourl default phone number used (or if you are using the guest account), then specify an alternate here.X The first box is for the area code, the second should contain your number and the third is for an extension.*
Detailed InformationE
Provide a detailed description of your request here.? Provide examples whenever possible, including actual output and/or errors.
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Request Acknowledgement

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?

SIO Technologies Corporation - Request Acknowledgement

QA service request with the request id of [REQUEST_ID], Dhas been created/updated with the information provided.


Class: [CLASS]
Status: [STATUS]
Severity: [SEVERITY]
Subject: [SUBJECT]

E

Thank you for letting us assist you!
SIO Customer Support




 Screen Help

FThis screen merely serves as an acknowledgement of the logging of yourHservice request. Links at the top of this page allow you to update this request or branch elsewhere.&*[I]ENG_SIO_SUPPORT_REQUEST_LIST.HTML;1+,./ 4v-| 0123KPWO56x"7a[89GHJ �5� SIO Technologies Corp. - MultiHelp - Request Listing��

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Request Listing



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=Summary Listing; scroll down to see more detail.
?Don't use this link if you are using NetScape!

[REPEAT CONTROL=LOOKUP]V[REQUEST_ID] [[][STATUS][]] [SUBJECT]
[/REPEAT][REPEAT CONTROL=LOOKUP]

0

[request_id]

"[subject]

*Customer:[CUSTOMER_ID] - IOwner:[owner_id] - Status:[status]
Last Update:[date_last_update start=3 length=3] [date_last_update length=2], [date_last_update start=12 length=5] -6Work Report Count:[work_report_count]

[[]#View Full Details of Request[]][[]Update This Request[]] [/REPEAT]


 Screen Help

AThis screen is merely a listing of all requests that matched yourspecified criteria.

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    K
  • The first section gives a brief summary of the request that matchedA your criteria. By clicking on the requestId you will be taken toC the second section which gives more information and further links.M
  • The second section gives more detailed information about each requestD and gives you links for either updating the request or viewing work( report and other information about it. 
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Review Requests

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r

[id]

"[subject]

Class:Status:
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[REPEAT CONTROL=EXTRACT][Summary:2
P [/REPEAT],




 Screen Help

@This form allows you to update an existing service request with GSIO Technologies Customer Support. The updated request?will be entered into the MultiHelp queue and acted upon by the first available representative.
-The request Id and subject appear at the top.

SummaryP
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ClassC
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SeverityM
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Enter Detail HereE
Provide a detailed description of your request here.? Provide examples whenever possible, including actual output and/or errors.
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Solution

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 [SOLUTION_ID]



[title]
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[/REPEAT]


%Solution Article
[REPEAT CONTROL=LOCAL]
[REPEAT CONTROL=SOLUTION][TEXT]	[/REPEAT]
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6

Associated Solution Links



[REPEAT CONTROL=LINK_LIST][INK] [LINK_TITLE]
[/REPEAT]




 Screen Help


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Solution Id-
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Article Title(s)6
The article title and any alternate titles are listed at the top./
Associated Solution Links@
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Solution Comment

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Solution Listings

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7   Solution  Confidence          Title>      Id       Factor      (Alternate Titles)[REPEAT CONTROL=QUERY][SOLUTION_ID SIZE=15] [CONFIDENCE SIZE=4] [TITLE]F[REPEAT CONTROL=QUERY.ALTERNATE]                     [ALTERNATE_TITLE]	[/REPEAT]	[/REPEAT]



 Screen Help


!
Solution IdE
This is the unique identifier of a Solution Article.: Click on this link in order to view the solution article.'
Confidence FactorI
This is a number between 0 and 1000 that indicates the likelihood' of a match based on your query.+
Title/Alternate TitleI
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- Test Solution Function Input and Output Tags


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$ID:
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[REPEAT CONTROL=ALTERNATE][ALTERNATE_TITLE]
[/REPEAT]


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Associated Solution Links



[REPEAT CONTROL=LINK_LIST][INK] [LINK_TITLE]
[/REPEAT]


[REPEAT CONTROL=LOCAL]
[REPEAT CONTROL=SOLUTION][TEXT]	[/REPEAT]
[/REPEAT][REPEAT CONTROL=NOLOCAL]ACCESS: [ACCESS]
CONTACT: [CONTACT]
LOCATION: [LOCATION]
[/REPEAT]
SAFFECTED_HARDWARE: [REPEAT CONTROL=HARDWARE_LIST][AFFECTED_HARDWARE], [/REPEAT]
SAFFECTED_SOFTWARE: [REPEAT CONTROL=SOFTWARE_LIST][AFFECTED_SOFTWARE], [/REPEAT]
NARTICLE_KEYWORD: [REPEAT CONTROL=KEYWORD_LIST][ARTICLE_KEYWORD], [/REPEAT]
8CLASS: [REPEAT CONTROL=CLASS_LIST][CLASS], [/REPEAT]




Modification History

[REPEAT CONTROL=MODIFICATIONS].[MODIFICATION_AUTHOR]: [MODIFICATION_DATE]
	[/REPEAT]
&CREATION_AUTHOR: [CREATION_AUTHOR]
*CUSTOMER_VIEWABLE: [CUSTOMER_VIEWABLE]
DATE_CREATED: [DATE_CREATED]
(DATE_LAST_VIEWED: [DATE_LAST_VIEWED]
(PREVENT_ARCHIVAL: [PREVENT_ARCHIVAL]
REQUEST_ID: [REQUEST_ID]
SOURCE: [SOURCE]
$STORED_LOCALLY: [STORED_LOCALLY]
VIEW_COUNT: [VIEW_COUNT]

*[I]ENG_TEXT_AREA.HTML;1+,./ 4!-| 0123KPWO564\72[89GHJ*[I]ENG_WELCOME.HTML;1+,"./ 4W-| 0123KPWO56UE)7[89GHJ�G� Welcome! MultiHelp MultiMedia V2.0 World Wide Web Interface Start Page��

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MSIO Technologies Home Page
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' MultiHelp MultiMedia Example Functions

?The following is just a small subset of the many-many possible <screen creations and function actions. Use them as templates7in creating your own screens and functional interfaces.

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Each input and output !MHML tag$for the specified functions are used=in the forms below. This also includes each REPEAT block tag.

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3 MultiHelp MultiMedia Example Interface & Documents

:You are limited only by your imagination in the makeup and,design of your MHML browser interface forms.

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-You have two options where this is concerned:

    
  1. * Have these logon fields on every screen
    2. 
  2. 6 Use the USERHASH function to logon! and validate a user only once.
    3. 
7This screen will validate you once and then take you to7a screen with a list of MultiHelp functions to perform.
=Press the Logon to MultiHelp button after filling inthe text entry fields.
I
? UserId: : Password: 

K 


*[I]EXTRACT_FULL_OUTPUT.HTML;1+,:./ 4{,-| 0123KPWO56l 0֘7\89GHJ �� All Extract Information�

 Request: [REQUEST_ID]

:
Work Report Summaries
)AFFECTED_HARDWARE:[AFFECTED_HARDWARE]
)AFFECTED_SOFTWARE:[AFFECTED_SOFTWARE]
ATTEMPTS:[ATTEMPTS]
)BUILDING_LOCATION:[BUILDING_LOCATION]
CATEGORY:[CATEGORY]
CC_LIST:[CC_LIST]
CLASS:[CLASS]
COMMENT:[COMMENT]
-CUSTOMER_FIRST_NAME:[CUSTOMER_FIRST_NAME]
CUSTOMER_ID:[CUSTOMER_ID]
+CUSTOMER_LAST_NAME:[CUSTOMER_LAST_NAME]
{DATE_DUE:[date_due start=12 length=5], [DATE_DUE start=3 length=3] [date_due length=2], [date_due start=7 length=4]PUse MHML tag parameters to modify the output of any field.
'DATE_LAST_UPDATE:[DATE_LAST_UPDATE]
DATE_LOGGED:[DATE_LOGGED]
/DATE_NEXT_ESCALATION:[DATE_NEXT_ESCALATION]
!EMAIL_ADDRESS:[EMAIL_ADDRESS]
)FAX_NUMBER_7DIGIT:[FAX_NUMBER_7DIGIT]
%FAX_NUMBER_AREA:[FAX_NUMBER_AREA]
/FAX_NUMBER_EXTENSION:[FAX_NUMBER_EXTENSION]
LOCKED_BY:[LOCKED_BY]
LOGGER_ID:[LOGGER_ID]
!NOTIFY_METHOD:[NOTIFY_METHOD]
#OPEN_OR_CLOSED:[OPEN_OR_CLOSED]
OWNER_ID:[OWNER_ID]
-PAGER_NUMBER_7DIGIT:[PAGER_NUMBER_7DIGIT]
)PAGER_NUMBER_AREA:[PAGER_NUMBER_AREA]
3PAGER_NUMBER_EXTENSION:[PAGER_NUMBER_EXTENSION]
-PHONE_NUMBER_7DIGIT:[PHONE_NUMBER_7DIGIT]
)PHONE_NUMBER_AREA:[PHONE_NUMBER_AREA]
3PHONE_NUMBER_EXTENSION:[PHONE_NUMBER_EXTENSION]
!PRIORITY_NAME:[PRIORITY_NAME]
#PRIORITY_VALUE:[PRIORITY_VALUE]
+QUEUED_OR_ASSIGNED:[QUEUED_OR_ASSIGNED]
REQUEST_ID:[REQUEST_ID]
)REQUEST_ID_PREFIX:[REQUEST_ID_PREFIX]
!SEVERITY_NAME:[SEVERITY_NAME]
#SEVERITY_VALUE:[SEVERITY_VALUE]
STATUS:[STATUS]
SUBJECT:[SUBJECT]
)WORK_REPORT_COUNT:[WORK_REPORT_COUNT]

9

Work Report Summaries

[REPEAT CONTROL=SUMMARY]I [WORK_REPORT_INDEX]. [WR_SUMMARY]
[/REPEAT]


Work Report Details

[REPEAT CONTROL=EXTRACT]
_Work Report Number: [work_report_index]
Summary:[wr_summary]
Status:[wr_status]
Author:[author_id]
Quiet:[quiet]
Hidden:[hidden]
)Date Entered:[DATE_ENTERED length=17]

 Work Report Text
$ 
[/REPEAT]

END

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, RequestId:
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Request: [REQUEST_ID]

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GCustomer: [CUSTOMER_ID]([CUSTOMER_FIRST_NAME] [customer_last_name])
Date Logged: [DATE_LOGGED]
!Open Status: [OPEN_OR_CLOSED]
Status: [STATUS]
*Work Report Count: [WORK_REPORT_COUNT]


Work Report Summaries

[REPEAT CONTROL=SUMMARY]8 [WORK_REPORT_INDEX]. [WR_SUMMARY] ([WR_STATUS])
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>You can put any text inside scrollable windows...
F
or not.

[REPEAT CONTROL=EXTRACT.TEXT] [TEXT]	[/REPEAT]
[/REPEAT]
l[[]Update This Request[]][[]Quick Close[]]*[I]GREENBALL.GIF;1+,Z./ 4FG-| 0123KPWO56j7\89GHJ B1$MULTIHELP020.IZ| [I]GREENBALL.GIF;1F"GIF89a1F!?04)"$'cocuBU&{Ń{ŅJU1?ss k cZ Z J J! ,c@pH,JD"THX E@9%`иp@Bd$yCw%'!D "$('E##&'G!&&!HDA; *[I]HOW_TO_CONTACT_SIO.GIF;1+,b./ 4-| 0123KPWO56Ǫ7V<]7"\89GHJGIF87a&JJJ,&0I8ͻ`(dihl!tmx|pH,Ȥr 0ШtJZXzxL zng{N|&z{2\|54İ͂ǛՒӕږ}~փ} 7]ANuKHtCBE1)bbEɊU$ Qv%Y8Υ='I˙l95m؎4r̥4(՗` V'ϯ9 YĚm87лHk\n~]hFE\oGp%1cu SV+\++yϡWpmcuآ#ɜ뵾,Ӣn'Ƃ3/~\so6ư6=m@qdzr{]|vU'`rF`]z'@z%XP][ *^se[!v)i VvN}zzqvXw3'f@"6""AG~| yP^cH֋oAHk?v8eK(=VdH<1&#o _m3j(hNc52Rl"y瀇4|VߡffFiE> zJi^ni.ZaS:6 Hu̪jk?.믣}*ˮ &x 6쳥0 V{JX2M&+k覫+,p l' 7G,Wgw0 ,$l ; *[I]LOOKLINE.GIF;1+,j./ 4cS-| 0123KPWO56wCܘ7Ђ)\89GHJGIF87a[˘fvwUxwwUUfwDUwfUUUwDUffUw3UUUUf33UDUU"3DD3U33D"33D3D̙wfwfffwUgwfDgwffDDwUfwwfDffUDwffwDDfUff3DUUDf"DDDDU""D3DDݪ3"D̪w3333"3wwwwwfw˘ffffffwwwUUUDDDf3̙f3f3ffffff3f3333f333f3f3̙f3̙̙̙̙f̙3̙ffffff3f3333f333f3̙f3̙̙f33ff̙ff3f33̙33f333̙f3ffffff3ffff̙fff3fffffff3fffffff3fff3f3f3f3ff33f3ffffff3f3333f33𠠤,[H*\ȰÇ#JHŋ3jȱǏ CIɓ(S\ɲ˗0cʜI͛8sɳϟ@ JѣH*]ʴK4P$*թիXj1jC\ÊKOњ]˶۷Vz@.]xkVnu̷È�� Test output LOOKUP form�[REPEAT CONTROL=LOOKUP]}[REQUEST_ID] - [summary]
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 Full Lookup Form


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7
3 Ancestors:; NoDescendants:; NoNullClass:
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8 Priority:
9 Severity:
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MultiHelp Full Lookup Request Listing

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[/REPEAT]


Detail

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8[REQUEST_ID][[]View Work Report[]]
)AFFECTED_HARDWARE:[AFFECTED_HARDWARE]
)AFFECTED_SOFTWARE:[AFFECTED_SOFTWARE]
ATTEMPTS:[ATTEMPTS]
)BUILDING_LOCATION:[BUILDING_LOCATION]
CATEGORY:[CATEGORY]
CC_LIST:[CC_LIST]
CLASS:[CLASS]
COMMENT:[COMMENT]
-CUSTOMER_FIRST_NAME:[CUSTOMER_FIRST_NAME]
CUSTOMER_ID:[CUSTOMER_ID]
+CUSTOMER_LAST_NAME:[CUSTOMER_LAST_NAME]
DATE_DUE:[DATE_DUE]
'DATE_LAST_UPDATE:[DATE_LAST_UPDATE]
DATE_LOGGED:[DATE_ 7$MULTIHELP020.I| [I]LOOKUP_FULL_OUTPUT.HTML;1J@LOGGED]
/DATE_NEXT_ESCALATION:[DATE_NEXT_ESCALATION]
!EMAIL_ADDRESS:[EMAIL_ADDRESS]
)FAX_NUMBER_7DIGIT:[FAX_NUMBER_7DIGIT]
%FAX_NUMBER_AREA:[FAX_NUMBER_AREA]
/FAX_NUMBER_EXTENSION:[FAX_NUMBER_EXTENSION]
LOCKED_BY:[LOCKED_BY]
LOGGER_ID:[LOGGER_ID]
!NOTIFY_METHOD:[NOTIFY_METHOD]
#OPEN_OR_CLOSED:[OPEN_OR_CLOSED]
OWNER_ID:[OWNER_ID]
-PAGER_NUMBER_7DIGIT:[PAGER_NUMBER_7DIGIT]
)PAGER_NUMBER_AREA:[PAGER_NUMBER_AREA]
3PAGER_NUMBER_EXTENSION:[PAGER_NUMBER_EXTENSION]
-PHONE_NUMBER_7DIGIT:[PHONE_NUMBER_7DIGIT]
)PHONE_NUMBER_AREA:[PHONE_NUMBER_AREA]
3PHONE_NUMBER_EXTENSION:[PHONE_NUMBER_EXTENSION]
!PRIORITY_NAME:[PRIORITY_NAME]
#PRIORITY_VALUE:[PRIORITY_VALUE]
+QUEUED_OR_ASSIGNED:[QUEUED_OR_ASSIGNED]
REQUEST_ID:[REQUEST_ID]
)REQUEST_ID_PREFIX:[REQUEST_ID_PREFIX]
!SEVERITY_NAME:[SEVERITY_NAME]
#SEVERITY_VALUE:[SEVERITY_VALUE]
STATUS:[STATUS]
SUBJECT:[SUBJECT]
)WORK_REPORT_COUNT:[WORK_REPORT_COUNT]
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 Simple Lookup Form


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MultiHelp Simple Request Listing

[REPEAT CONTROL=LOOKUP][REQUEST_ID] - [summary]
[/REPEAT]*[I]MHML.CONTENTS;1+,J./ 4,-| 0123KPWO56 ӞR7G[\89GHJ ARROW_EMBOSS.GIF BOMB2.GIFBUTTON_EYE_GREEN.GIF CLASS.COMCURRENT_PROBLEMS.HTMLENG_EXAMPLE_FUNCTIONS.HTMLENG_EXAMPLE_MAIN.HTMLENG_EXTRACT_FULL_OUTPUT.HTMLENG_EXTRACT_SIMPLE.HTML ENG_EXTRACT_SIMPLE_OUTPUT.HTML#ENG_EXTRACT_SIMPLE_WR_OUTPUT.HTMLENG_LOOKUP2.HTMLENG_LOOKUP_FULL.HTMLENG_LOOKUP_FULL_OUTPUT.HTMLENG_LOOKUP_MEDIUM.HTMLENG_LOOKUP_SIMPLE.HTMLENG_LOOKUP_SIMPLE_OUTPUT.HTMLENG_QUERY_FULL.HTMLENG_QUERY_FULL_OUTPUT.HTMLENG_REQUEST_ACKNOWLEDGE.HTMLENG_REQUEST_FULL.HTMLEENG_REQUEST_FULL_OUTPUT.HTML ENG_REQUEST_UPDATE_SIMPLE.HTMLENG_SIO_LOOKUP.HTMLX#ENG_SIO_SUPPORT_EXTRACT_LIST.HTMLOENG_SIO_SUPPORT_LOGON.HTMLENG_SIO_SUPPORT_LOOKUP.HTMLO ENG_SIO_SUPPORT_LOOKUP_ID.HTMLENG_SIO_SUPPORT_MAIN.HTML.ENG_SIO_SUPPORT_QUERY.HTML%ENG_SIO_SUPPORT_QUERY_ADVANCED.HTMLOENG_SIO_SUPPORT_REQUEST.HTML.ENG_SIO_SUPPORT_REQUEST_ACKNOWLEDGEMENT.HTML#ENG_SIO_SUPPORT_REQUEST_LIST.HTMLL%ENG_SIO_SUPPORT_REQUEST_UPDATE.HTML.ENG_SIO_SUPPORT_SOLUTION.HTML'ENG_SIO_SUPPORT_SOLUTION_COMMENT.HTMLS$ENG_SIO_SUPPORT_SOLUTION_LIST.HTMLENG_SOLUTION_FULL.HTMLENG_SOLUTION_FULL_OUTPUT.HTMLPENG_TEXT_AREA.HTMLENG_WELCOME.HTMLEXAMPLE_FUNCTIONS.HTMLEXAMPLE_MAIN.HTMLIEXTRACT_FULL_OUTPUT.HTMLEXTRACT_SIMPLE.HTMLEXTRACT_SIMPLE_OUTPUT.HTMLEXTRACT_SIMPLE_WR_OUTPUT.HTMLSGREENBALL.GIF_HOW_TO_CONTACT_SIO.GIFLOOKLINE.GIFLOOKUP2.HTMLLOOKUP_FULL.HTMLLOOKUP_FULL_OUTPUT.HTMLALOOKUP_MEDIUM.HTMLLOOKUP_SIMPLE.HTMLLOOKUP_SIMPLE_OUTPUT.HTMLM MHML.HTMLMHSERVER.HTMLOONE_LOGO.GIFONE_LOGO_SMALL.GIFQUERY_FULL.HTMLNQUERY_FULL_OUTPUT.HTMLRAINBOW2.GIFREQUEST_ACKNOWLEDGE.HTMLREQUEST_FULL.HTMLXREQUEST_FULL_OUTPUT.HTMLREQUEST_UPDATE_SIMPLE.HTML R_HAND.GIFSEVERITY.COMSIO_LOGO.GIFSIO_LOOKUP.HTMLPSIO_MULTIHELP_EMBOSS.GIFSIO_ONE_EMBOSS.GIFSIO_SUPPORT_EXTRACT_LIST.HTMLLSIO_SUPPORT_LOGON.HTMLSIO_SUPPORT_LOOKUP.HTMLOSIO_SUPPORT_MAIN.HTMLPSIO_SUPPORT_QUERY.HTML!SIO_SUPPORT_QUERY_ADVANCED.HTMLHSIO_SUPPORT_REQUEST.HTML*SIO_SUPPORT_REQUEST_ACKNOWLEDGEMENT.HTMLSIO_SUPPORT_REQUEST_LIST.HTMLO!SIO_SUPPORT_REQUEST_UPDATE.HTMLSIO_SUPPORT_SOLUTION.HTMLS#SIO_SUPPORT_SOLUTION_COMMENT.HTMLS SIO_SUPPORT_SOLUTION_LIST.HTML SKAL3.GIF_SOLUTION_FULL.HTMLSOLUTION_FULL_OUTPUT.HTMLSSOLVE_IT_ONCE.GIFSSOUND_MUSIC.GIF_SOUND_PAGE.GIFSOUND_SPEAKER_3D.GIFSOUND_SPEAKER_BW.GIFSOUND_TERMINAL.GIFSPECKLED.GIFTAKE_CALLS.AUTTEXT_AREA.HTMLWELCOME.HTMLWELCOME_TO_SIO.AUE ZIGBLUE.GIFISUPPORT_REQUEST_ACKNOWLEDGEMENT.HTMLSIO_SUPPORT_REQUEST_LIST.HTMLO!SIO_SUPPORT_REQUEST_UPDATE.HTMLSIO_SUPPORT_SOLUTION.HTMLS#SIO_SUPPORT_SOLUTION_COMMENT.HTMLS SIO_SUPPORT_SOLUTION_LIST.HTML SKAL3.GIF_SOLUTION_FULL.HTMLSOLUTION_FULL_OUTPUT.HTMLSSOLVE_IT_ONCE.GIFSSOUND_MUSIC.GIF_SOUND_PAGE.GIFSOUND_SPEAKER_3D.GIFSOUND_SPEA*[I]MHML.HTML;1+,./ 4m-| 0123KPWO56\p7�!� MultiHelp Markup Language - MHML��

# MultiHelp Markup Language
MHML



 Table of Contents




!FUNCTIONS

[LOOKUP] [EXTRACT] [REQUEST][<꩙$MULTIHELP020.I| [I]MHML.HTML;1mRA HREF="#query">QUERY]"[SOLUTION]"[USERHASH]
    3
  • LOOKUP
    
    INPUT TAGS
    KANCESTORS, NOATTEMPTED, BEFOREDATE, CATEGORY, CLASS, NOCLASS, CLOSEDTOGGLE,6CUSTOMERID, NOCUSTOMERID, NODESCENDANTS, NONULLCLASS,@OPENCLOSEDEITHERRADIO, OPENTOGGLE, OWNERID, NOOWNERID, PRIORITY,@QUEUEDONLY, SEVERITY, SINCEDATE, SORT, STATUS, SUBJECT, UPDATED
    OUTPUT TAGS
    BAFFECTED_HARDWARE, AFFECTED_SOFTWARE, ATTEMPTS, BUILDING_LOCATION,DCATEGORY, CC_LIST, CLASS, COMMENT, CUSTOMER_FIRST_NAME, CUSTOMER_ID,<CUSTOMER_LAST_NAME, DATE_DUE, DATE_LAST_UPDATE, DATE_LOGGED,HDATE_NEXT_ESCALATION, EMAIL_ADDRESS, FAX_NUMBER_7DIGIT, FAX_NUMBER_AREA,JFAX_NUMBER_EXTENSION, LOCKED_BY, LOGGER_ID, NOTIFY_METHOD, OPEN_OR_CLOSED,IOWNER_ID, PAGER_NUMBER_7DIGIT, PAGER_NUMBER_AREA, PAGER_NUMBER_EXTENSION,?PHONE_NUMBER_7DIGIT, PHONE_NUMBER_AREA, PHONE_NUMBER_EXTENSION,>PRIORITY_NAME, PRIORITY_VALUE, QUEUED_OR_ASSIGNED, REQUEST_ID,BREQUEST_ID_PREFIX, SEVERITY_NAME, SEVERITY_VALUE, STATUS, SUBJECT,WORK_REPORT_COUNT
    REPEAT CONTROLS
    LOOKUP
    5
  • EXTRACT
    
    INPUT TAGS"
    ID, WORK_REPORT_NUMBERS
    OUTPUT TAGS
    >AFFECTED_HARDWARE, AFFECTED_SOFTWARE, ATTEMPTS, AUTHOR_ID, :BUILDING_LOCATION, CATEGORY, CC_LIST, CLASS, COMMENT, CCUSTOMER_FIRST_NAME, CUSTOMER_ID, CUSTOMER_LAST_NAME, DATE_DUE, FDATE_ENTERED, DATE_LAST_UPDATE, DATE_LOGGED, DATE_NEXT_ESCALATION, LEMAIL_ADDRESS, FAX_NUMBER_7DIGIT, FAX_NUMBER_AREA, FAX_NUMBER_EXTENSION, LHIDDEN, LOCKED_BY, LOGGER_ID, NOTIFY_METHOD, OPEN_OR_CLOSED, OWNER_ID, BPAGER_NUMBER_7DIGIT, PAGER_NUMBER_AREA, PAGER_NUMBER_EXTENSION, BPHONE_NUMBER_7DIGIT, PHONE_NUMBER_AREA, PHONE_NUMBER_EXTENSION, JPRIORITY_NAME, PRIORITY_VALUE, QUEUED_OR_ASSIGNED, QUIET, REQUEST_ID, GREQUEST_ID_PREFIX, SEVERITY_NAME, SEVERITY_VALUE, STATUS, SUBJECT, BTEXT, WORK_REPORT_COUNT, WORK_REPORT_INDEX, WR_OPEN_OR_CLOSED, &WR_REQUEST_ID, WR_STATUS, WR_SUMMARY
    REPEAT CONTROLS7
    EXTRACT, EXTRACT.TEXT, SUMMARY, SUMMARY.TEXT
    5
  • REQUEST
    
    INPUT TAGS
    !ACCEPT, ASSIGN, CATEGORY, CCLIST,CLASS, COMMENT, CREDIT, CUSTOMERID, DATEDUE, EMAILADDRESS, FAXAREA,$FAXEXTENSION, FAXNUMBER, FIRSTNAME, 'HARDWAREAFFECTED, HIDDEN, ID, LASTNAME,%LOCATION, NOTIFYBYEMAIL, NOTIFYBYFAX,-NOTIFYBYPAGER, NOTIFYBYPHONE, NOTIFYBYPOPUP, 2PAGERAREA, PAGEREXTENSION, PAGERNUMBER, PHONEAREA,'PHONEEXTENSION, PHONENUMBER, PRIORITY, +QUIET, REQUEUE, SEVERITY, SOFTWAREAFFECTED,-STATUS, SUBJECT, TIME, WR_SUMMARY, WORKREPORT
    OUTPUT TAGS
    >AFFECTED_HARDWARE, AFFECTED_SOFTWARE, ATTEMPTS, AUTHOR_ID, :BUILDING_LOCATION, CATEGORY, CC_LIST, CLASS, COMMENT, CCUSTOMER_FIRST_NAME, CUSTOMER_ID, CUSTOMER_LAST_NAME, DATE_DUE, FDATE_ENTERED, DATE_LAST_UPDATE, DATE_LOGGED, DATE_NEXT_ESCALATION, LEMAIL_ADDRESS, FAX_NUMBER_7DIGIT, FAX_NUMBER_AREA, FAX_NUMBER_EXTENSION, LHIDDEN, LOCKED_BY, LOGGER_ID, NOTIFY_METHOD, OPEN_OR_CLOSED, OWNER_ID, BPAGER_NUMBER_7DIGIT, PAGER_NUMBER_AREA, PAGER_NUMBER_EXTENSION, BPHONE_NUMBER_7DIGIT, PHONE_NUMBER_AREA, PHONE_NUMBER_EXTENSION, JPRIORITY_NAME, PRIORITY_VALUE, QUEUED_OR_ASSIGNED, QUIET, REQUEST_ID, GREQUEST_ID_PREFIX, SEVERITY_NAME, SEVERITY_VALUE, STATUS, SUBJECT, BTEXT, WORK_REPORT_COUNT, WORK_REPORT_INDEX, WR_OPEN_OR_CLOSED, &WR_REQUEST_ID, WR_STATUS, WR_SUMMARY
    REPEAT CONTROLS
    REQUEST, REQUEST.TEXT
    1
  • QUERY
    
    INPUT TAGS
    ANCESTORS, CLASS, CLASSWEIGHT, *CONFIDENCEFILTER, NODESCENDANTS, HARDWARE,HARDWAREWEIGHT, KEYWORD, KEYWORDWEIGHT, NONOISEELIMINATE,!QUERY, SOFTWARE, SOFTWAREWEIGHT, 0NOSYNONYMS, TITLEMAX, TITLEWORD, TITLEWORDWEIGHT
    OUTPUT TAGS
    /ALTERNATE_TITLE, CONFIDENCE, SOLUTION_ID, TITLE
    REPEAT CONTROLS!
    QUERY, QUERY.ALTERNATE
    7
  • SOLUTION
    
    INPUT TAGS
    ID
    OUTPUT TAGS
    >ACCESS, AFFECTED_HARDWARE, AFFECTED_SOFTWARE, ALTERNATE_TITLE,DARTICLE_KEYWORD, CLASS, CONTACT, CREATION_AUTHOR, CUSTOMER_VIEWABLE,;DATE_CREATED, DATE_LAST_VIEWED, LINK, LINK_TITLE, LOCATION,EMODIFICATION_AUTHOR, MODIFICATION_DATE, PREVENT_ARCHIVAL, REQUEST_ID,<SOLUTION_ID, SOURCE, STORED_LOCALLY, TEXT, TITLE, VIEW_COUNT
    REPEAT CONTROLS
    HSOLUTION, LINK_LIST, ALTERNATE, CLASS_LIST, KEYWORD_LIST, SOFTWARE_LIST,,HARDWARE_LIST, MODIFICATIONS, LOCAL, NOLOCAL
    7
  • USERHASH
    
    INPUT TAGS
     USERID, PASSWORD
    OUTPUT TAGS
    USERHASH
    REPEAT CONTROLS
    None
    



, Repeat Blocks/Tags

@For the purpose of outputting data using MHML forms, you need toCcontrol looping information. For example, when you perform a LOOKUPCfunction, you only want to specify how each REQUEST returned shouldCbe formatted and then have MultiHelp software duplicate that format>repeatedly for each request that matches the input parameters.

JFor example, a sample output form for the LOOKUP function might look like:

    [REPEAT CONTROL=LOOKUP]"	
Request Id: [request_id]

	[summary]
    [/REPEAT]
#Would produce the following output:
#

Request Id: SIO19950104.25

&I am having a problem with my terminal"

Request Id: SIO19950107.2

My editor is behaving strangely#

Request Id: SIO19950108.60

)How do I contact my system administrator?
$:      :      :      :      :      :

<In addition, any large textual information, such as?work report text or solution article text must be placed inside<their own special REPEAT blocks. For example, to output work<report text, you would have the following nested REPEAT tag:
	"    
Request: [REQUEST_ID]
    [REPEAT CONTROL=EXTRACT]*     [WORK_REPORT_INDEX]. [WR_SUMMARY]
,     Status: [wr_status] Author: [AUTHOR_ID]     
Work Report Text

     
"     [REPEAT CONTROL=EXTRACT.TEXT]      [TEXT]     [/REPEAT]     

    [/REPEAT]

(This would produce the following output:


Request: SIO19950106.3

, 1. I am having a problem with my editor
 Status: QUEUED Author: JJONES

Work Report Text

 
:   When I use my editor I am getting an error that states:	invalid terminal device$   Can you help me with this please?




( Special Tags



USERHASHJ
This tag should be used inside of MHML forms. It should be used when a;link back to a MultiHelp function is required. For example:
m    Request: [REQUEST_ID]

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 Using the MHML HTTP Server




 Table Of Contents


    ,
  1. The Input Form.
  2. The Output Form5
  3. Starting the Server?
  4. Miscellaneous Server Information


    <
  1. The Input FormJ
    When designing an input form 586$MULTIHELP020.I| [I]MHSERVER.HTML;1Q}to communicate with and load/extractDdata from MultiHelp, you would use standard HTML tags, including theform... tag.6
    There are two considerations to keep in mind:
      *
    1. Specifying the URL in the FORM tag.
      The MultiHelp URL has the following form:
      5http://server.host:port/MultiHelp*function*/form.mhml
       where:
      http://
      required syntax
      server.hostC
      the host address that is running the MHML HTTP server. For$ example, mhelp.sio.com.
      :port?
      the port number that the server is running on. This is? specified as a startup option to the server.
      /MultiHelp>
      required text; Identifies this as a MultiHelp request: rather than a normal document/image retrieval request. (case insensitive)0
      *function*?
      The asterisks are required. The function is one of the? required functions. (case insensitive)
      /form.mhmlB
      This specifies the output formB to be used when displaying the output from the server request. (case insensitive)2
      This form name can be in VMS or UNIX-Style9 file specification format. For UNIX-Style format, theD / is used as the delimiter. The first delimited? part will be translated to be a device name; while the last@ delimited part will be translated to be a file name; and allB intervening delimited parts will be interpreted as directories3 and subdirectories, appropriately. For example:
      9/wwwdir/forms/gif/image.gif = wwwdir:[forms.gif]image.gif1/wwwdir/welcome.html        = wwwdir:welcome.html
      
      2
    2. Specifying the names of your FORM elementsC
      All of your form elements must be named. In addition they mustC be named one of the MHML names. Each nameA corresponds to an item of information to be supplied to the MHML< server. For example, if you are creating an input form thatB will lookup requests by customer, then you will want to create an? input text element and name it customer. Then you may; place customer ids into this field and the MHML server canG correctly process your request, because it knows that this text field contains customer ids.
    >
  2. The Output Form0
    The output form is a mixture of HTML andJ MHML tags. It must, however contain some MHMLI tags or else you will retrieve no information from MultiHelp and justH receive the uninterpreted document. (Your browser will interpret any HTML tags).

    E In addition, you will want your output form to contain hyperlinksJ to additional MultiHelp information. This is accomplished by embeddingH MHML tags inside well-formed MultiHelp links. For example, to have aI link inside an output form that when activated will give you the lastG work report for a specified request Id, you would do the following:

    	Q[REQUEST_ID]

    - So that it will end up looking like this:
    QMH19950107.1
    6 Where the URL specified is the same as that in theN Input Form with the exception of name/value dataG pairs following a ? and each name/value pair being? separated by a &. The NAME must be a validL MHML tag name and the VALUE must" be a valid value for that tag.

    K There are a set of special characters which must be escaped, if locatedI inside this name/value list. These characters and their escape values are:

    character	value---------	-----&=%space		+/\return		%0Dlinefeed	%0A#		%23?		%3F
    E
  3. Starting the Server
    0 $ http:==$sys$system:multihelp$httpd.exe
    $ http -hO
  4. Miscellaneous Server Information
    
      
    1. LOGICALS
      
      logical
      description
    K
  5. Overriding the URI Function with the Submit button
    I You can override the MultiHelp Function specified in the URI if your H Browser passes the name/value pair for the submit button along with G the rest of the data in your form. (NetScape does, certain versionsG of XMosaic don't, for example) You can do this by creating several F submit butttons in your form. Give the ones that you want to have H override capability the NAME of MHFUNCTION. Then give them the VALUE+ of a valid MHML Function. For examples: ?
    : : : : :8 7 
    H In this example, the default function is LOOKUP. But by pressing theG button labeled REQUEST, you will convert that function to a REQUESTI function. This could be useful in creating one from which could serve& as both a LOOKUP and REQUEST form.
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% Test All Query Input and Output Tags


F
2
2ANCESTORS:>NODESCENDANTS:

UCLASS:      CLASSWEIGHT:    
[HARDWARE:   HARDWAREWEIGHT: 
YKEYWORD:    KEYWORDWEIGHT:  
[SOFTWARE:   SOFTWAREWEIGHT: 
YTITLEWORD:  TITLEWORDWEIGHT:



2QUERY:


@NONOISEELIMINATE:8NOSYNONYMS:


/CONFIDENCEFILTER:'TITLEMAX:        
n 

*[I]QUERY_FULL_OUTPUT.HTML;1+,./ 4-| 0123KPWO56d՘7\89GHJ�� All Query Output Tags�

 All Query Output Tags



/ Request Id    Cnfdnc    Title[REPEAT CONTROL=QUERY][SOLUTION_ID SIZE=15] [CONFIDENCE SIZE=4] [TITLE]F[REPEAT CONTROL=QUERY.ALTERNATE]                     [ALTERNATE_TITLE]	[/REPEAT]	[/REPEAT]

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Request Id: [request_id]

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' Test All Request Input and Output Tags


J
8
1ACCEPT:
BASSIGN:
FCATEGORY:
CCCLIST:
CLASS:
ECOMMENT:
5CREDIT:
JCUSTOMERID:
/DATEDUE:
NEMAILADDRESS:
>FAXAREA: BFAXNUMBER: LFAXEXTENSION:
HFIRSTNAME:
VHARDWAREAFFECTED:
1HIDDEN:
K(request)ID:Update Only!
FLASTNAME:
FLOCATION:
CNOTIFYBYEMAIL: 7NOTIFYBYFAX: :NOTIFYBYPAGER:?NOTIFYBYPHONE:
BPAGERAREA: FPAGERNUMBER: PPAGEREXTENSION:
BPHONEAREA: FPHONENUMBER: PPHONEEXTENSION:
PRIORITY:
/QUIET:
3REQUEUE:
SEVERITY:
VSOFTWAREAFFECTED:
STATUS:
ESUBJECT:
KWR_SUMMARY:
1TIME:
WORKREPORT:,4 9 

*[I]REQUEST_FULL_OUTPUT.HTML;1+,./ 4!-| 0123KPWO56FGϘ7)u\89GHJ�� Acknowledge Request�!

Request Id: [request_id]

Status: [STATUS]
OwnerId: [OWNER_ID]
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 Update a Request


J

S Request Id:
H      Class:
      Status:

_
Y
? B 

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MSolve It OnceSolve It Once!

[[]Help[]]r[[]Create Service Request[]]
WClick on the "Queued Requests" button in order to see a list of all queued requests8sorted by their last update date (ascending order).p
8 : 
<OR, use the form below to select specific requests.b
D Open:H Closed:T Either:
CustomerId:NoCustomerId:
v OwnerId:NoOwnerId:
) Sort:
/ 



 Screen Help



QueryK
Enter sentence-like queries that describe your problem or question.1
Turn Off Noise Word RemovalL
By default, MultiHelp will remove noise words from your query. This B helps it to key on important and meaningful phrases or words more effectively..
Turn Off Synonym LookupsL
By default, MultiHelp will look for words that have similar meaningsD to the words which you have entered in your query. It will add any & synonyms that it finds to the query. '
Confidence FilterL
Each article is rated on a scale from 1 to 1000 as to its likelihood@ of being a good match for your query. This rating is called itsJ confidence factor. By setting the confidence filter to 0 (zero),J you are telling MultiHelp not to factor out any titles which rate betweenJ 1 and 1000. If you set the confidence filter to 300, you will not see any< titles that rated less than 300 on their confidence factor.$
Maximum TitlesH
This setting allows you to limit the number of titles return for any given query.
Search6
Pressing this button will activate the search.
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MSolve It OnceSolve It Once!

[[]Help[]]l[[]Create Service Request[]][[]Update This Request[]]\[[]Main Menu[]]


[REQUEST_ID]

[SUBJECT]
Owner: [OWNER_ID]
HCustomer: [CUSTOMER_ID] ([CUSTOMER_FIRST_NAME] [CUSTOMER_LAST_NAME])
Status: [STATUS]
Class: [CLASS]
Severity: [SEVERITY_NAME]
Logger: [LOGGER_ID]
Notify Methods: [NOTIFY_METHOD]


Work Report Summaries

[REPEAT CONTROL=SUMMARY]H[WORK_REPORT_INDEX]. [WR_SUMMARY]
[/REPEAT][REPEAT CONTROL=SUMMARY]
G[WORK_REPORT_INDEX]. [WR_SUMMARY]
Author: [author_id]
Date Entered: [DATE_ENTERED]
%Hidden: [hidden] - Quiet: [quiet]
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