Jenoo Training Course

Category	Lotus Notes R5.0
Sub Category	End User
Course Title	User Support Help Desk
Duration (days)	2 days
Jenoo Code
Details Last Updated	09/12/2000

Description

This course is designed for help desk professionals who are thoroughly versed in Lotus Notes Release 5 and who are responsible for supporting Notes users. This course assists support professionals in fulfilling most user requests and solving many workstation problems without having to escalate problems to the Domino Administrator or application developer.

Course Goals

In this course, you will learn how to: update an existing installation, either to upgrade to R5 from R4 or to a point release verify and complete the configuration of a new Notes client user troubleshoot network connectivity, Domino Server access, and database access problems understand and troubleshoot Notes User ID problems determine user access to databases by reading ACLs and Group documents help users protect themselves from viruses and nefarious code help users solve and prevent document-related problems, such as changing forms to read a document, save/replication conflicts, document reader lists, and removing documents from folders without deleting them help users configure mail and make it easier for them to correctly address messages help users solve mail issues, including accidental deletion of their Mail databases, accidental deletion of important messages, and exceeding the file size quota configure Server-based mail archiving help users configure Rules and the Out of Office agent assist users as they apply resources to meetings or directly reserve resources in the Resource Reservations database create full text indexes and conduct searches using the Search Builder dialog box as well as to search using Boolean operators create simple agents to update data in "batch" mode create private views and folders perform view-level exports and create a mail-merge output file using any specified delimiter help users combat "infoglut" by maximizing the use of Bookmarks, Bookmark Folders, the Workspace, database libraries, unread marks, and database subscriptions support mobile clients.

Intended Audience

This course is part of a series of courses. Follow these paths to master all aspects of using and supporting Lotus Notes: This course parallels but does not duplicate the user courses; it expands many of the more technical aspects of using Notes. This course does not cover Domino Server management or application development topics covered in other courses. In addition to knowing the content of the entire user curriculum, participants in this course should also have a deep understanding of: the Windows operating system, including how to install and troubleshoot applications network protocols and how to configure network interface cards and modems.

Course Overview

This combined lecture and lab course includes a number of procedures that will help you support Notes client users. Topics Topic 1: The Notes Support Landscape Connectivity support issues Domino technologies Support resources Support tools Topic 2: Notes Client Installation and Setup Platform requirements New Notes User Notes Client installation Name/Shared Installation Server dialog box Data directory Data Directory contents Client choice Customize installation Program Folder Reboot client Results Program icon Finding the NOTES.INI file Exercise: Check Notes installation Reducing installation size Shared installation Silent install Before you upgrade or reinstall Notes Upgrade notification Reinstalling Notes KillNotes.EXE Font problems Character display sizes Topic 3: Notes Client Connectivity Reading the error messages Network configuration overview Test TCP/IP connectivity NotesCONNECT Port settings Location document Connection document Automatic Connection document Trace Connections from Notes Still can't connect from Notes Locating a server Role of Home/Mail Server Exercise: Connectivity Dynamic Configuration Blocking Setup Profile updates Topic 4: Server Security Notes User ID User ID responsibilities ID file actions ID file problems Hierarchical Names Group documents Server access Exercise: Server access Topic 5: Database Security Sequence of access Open the ACL ACL settings Acceptable ACL Entries Conflicting access in ACL User determines own access Roles Special ACL rights Exercise: ACL Topic 6: Client Security Anti-Virus software Macro "viruses" Notes protection Disallow stored forms Disable all code from running Execution Control Lists Design signatures Exercise: Clear and modify ECL Administrator control over ECLs View attachments Encrypt databases on laptops Recover from encrypted personal Address Book Mail security Encrypt Port traffic Password cracking Topic 7: Document Issues Problem 1: Form is not the document Alternate forms Manually changing forms Automatically changing forms Potential user confusion Problem 2: Save conflicts Replication conflicts Manual reconciliation Prevent conflict documents by design Edits versus deletion Exercise: Save conflicts Problem 3: Reader list exclusions $Readers Recovering private documents Exercise: Private documents that replicate Problem 4: Remove document from folder vs. delete document Topic 8: Mail Configuration Notes mail architecture Location document Server-based mail troubleshooting Exercise: Mail configuration Web access to mail Exercise: Access mail via browser Topic 9: Mail Addressing Local Address Book Convenient addressing Contact documents Public Keys Mailing Lists (Groups) Type-Ahead addressing Exercise: Contact and Group documents Mobile Directory Catalog Exercise: Create replica of the Mobile Directory Catalog If the mail doesn't get through Delivery Failure Report Delivery Options Exercise: Delivery report Internet mail delivery failures Topic 10: Mail Database Management Problem 1: Accidental Mail database deletion Recovering a deleted Mail database Problem 2: Accidental message deletion Enable soft deletions Problem 3: Exceed file size quota Shared attachment database Mail Archive Configure archiving Routine memo archive Recover an archived memo Archive Logs database Advanced Mail Archive Topic 11: Mail Automation Rules Multiple Rules Exercise: Rules Out of Office Agent Agents and security requirements Exercise: Enable Out of Office Agent Topic 12: Resource Reservations Schedule Manager operation Resources used in meetings Reservations database Room and Resource definition Reserve a room in Reservations Add Rooms and Resources to a meeting Exercise: Schedule a meeting and reserve a room Cancel a Room/Resource Reservation Room and Resource ownership Reservation approval cycle Other resource-related databases Topic 13: Full Text Search Create full text index Full Text Index options Full Text Search index properties Exercise: Create Index Limitations of Full Text Search Search for information Search results Exercise: Full Text Search Valid search operators Improve your results More options Exercise: Use the Search Builder Save searches Domain Search Configure Notes client Conduct a Domain Search Advanced options Exercise: Domain Search Topic 14: Private Views and Folders Why create a private folder/view Security and storage Folder/view characteristics Folder/View restrictions Create a private view Customize view Easy document selection criteria Field name Select by formula Column properties Simple column function Column formulas Example formulas Column properties Basics tab Sorting tab Format tabs Exercise: Create private view Create private folder Delete private view or folder Topic 15: View/Folder-Level Export Folder/View level export Export to 1-2-3 file Export to Tabular ASCII text Export to Structured ASCII text Create delimited file Adding literal quotes to delimited file OLE Automation Other products Topic 16: Agents The purpose of agents Agent examples Four components to all agents 1. The Trigger 2. The Scope 3. The Search 4. The Task Agent considerations Agent List New agent dialog box Agent options Agent testing Running agents programmatically Adding Simple Actions How Simple Actions operate on documents Simple Action actions Exercise: Newsletter agent Topic 17: Keeping Organized and Informed Bookmarks Administrator Bookmarking The Workspace Database Libraries Librarians Create library Welcome Page Notes Portal Builder Set Home Page Return the Welcome Page to be the Home Page Add view or document to Welcome Page frame Information gathering Where subscriptions are stored Subscribe to a database Document selection options Configure Notes to poll databases Work with Subscription Results Subscription Options view Select documents that match the selected criteria Exercise: Subscribe to Class Discussion database Subscribe to your mail Unread marks Number of unread documents Scan unread Scan preferred Topic 18: Mobile Client Support What mobile users need Connection types Make the call Ad hoc replication Schedule replication Database security and replication When users receive mail When mail is transferred Exercise: Create replica copies and replicate Domino Passthru Servers Passthru topology Client-side passthru configuration Server-side configuration Hunt group of Passthru Servers Server-side security Passthru authentication Passthru logging Miscellaneous tips for mobile client support