This document provides an overview of the Aegis service desk, help desk, and asset management system. It describes the various modules, including the core incident, problem, change request, client, and asset management modules. It also outlines optional add-on modules for features like active directory integration, database monitoring, email logging, escalation, reporting, and more. Installation instructions and system requirements are also covered.

1. Aegis
Ver si on 7. 1 8
User’s Guide
Service Desk, Client and Asset Management System

2. Copyright Notice
Copyright © 1993-2011 by Abacus Systems Pty Ltd. All rights reserved.
No part of the documentation may be reproduced, stored in a retrieval system or
transmitted in any form, or by any means, electronic, mechanical, photocopy, recording or
otherwise, without the prior consent of Abacus Systems Pty Ltd.
Information in this manual is subject to change without notice.
Aegis User Guide Rev 6.0 — 21 February, 2011
License Agreement
The software described in this manual is supplied under a license agreement and may
only be used in accordance with the terms of that agreement.
This is a legal agreement between you the end user and Abacus Systems Pty Ltd. This
Agreement permits the use of the accompanying Software. The Agreement, the
accompanying Software, All copyright, patent, trade secret, trademark, and other
intellectual and proprietary rights in the Software are and shall remain the valuable
properties of Abacus Systems Pty Ltd. By accepting this license, you are granted the right
to use the Software with the following rights and limitations:
For the multi-user license of the Software, you can install the Server Software on one
network server only. A separate multi-user license must be obtained for each network
server. You can install the Client Software on each computer, which have access to the
network server where the Server Software is installed.
For the single user license of the Software, the Server and Client Software must be
installed on one computer only.
Trademarks
All brand and product names are trademarks or registered trademarks of their respective
holders and are hereby acknowledged.
Product Development
Aegis is designed and developed by Abacus Systems Pty Ltd.

3. Copyright And Ownership
The Software is wholly owned by Abacus Systems Pty Ltd and is protected by
international copyright laws. Therefore, you must treat the Software like any other
copyrighted material (e.g., a book or musical recording) except that you may make a copy
of the Software solely for backup purposes. You may not copy the written materials
accompanying the Software without the written permission from Abacus Systems Pty Ltd.
Making illegal copies of the documentation and the Software, and reverse engineering,
de-compiling, disassembling, modifying, translating, making any attempt to discover the
source code of the Software, or creating derivative works from the Software is prohibited.
Other Restrictions
You may not rent, lease, distribute, or sub-license the Software or documentation. You
may not alter, modify or adapt the Software or documentation, including translating, de-
compiling, disassemble or create derivative and reverse engineered work. You may not
transfer the Software or documentation to another organization.
Limited Warranty
To the maximum extent permitted by applicable law, Abacus Systems Pty Ltd disclaims
all warranties, either express or implied, including but not limited to any implied warranties
of merchantability and fitness for a particular purpose, and all such warranties are
expressly and specifically disclaimed. Neither Abacus Systems Pty Ltd nor anyone else
who has been involved in the creation, production, or delivery of this software shall be
liable for any indirect, consequential, or incidental damages arising out of the use or
inability to use such software even if Abacus Systems Pty Ltd has been advised of the
possibility of such damages or claims.
In no event shall Abacus Systems Pty Ltd, its staff or supplier be liable for any damages
whatsoever (including without limitation, damages for loss of business profits, business
interruption, loss of business information, or other pecuniary loss) arising out of the use of
or inability to use the Software, even if Abacus Systems Pty Ltd has been advised of the
possibility of such damages.

5. i
Contents
Introduction.......................................... 1
Chapter 1 Introduction........................... 1
What is Aegis?......................................................................1
Aegis Service Desk .........................................................2
Aegis Help Desk .............................................................2
Aegis Defect Tracking......................................................3
Aegis Client Management................................................3
Web Version....................................................................3
Add Ons................................................................................3
Active Directory................................................................4
Database Monitor............................................................4
E-mail Server ..................................................................4
Escalation........................................................................5
Live Graphs.....................................................................5
Report Scheduler.............................................................5
System Alerts..................................................................5
Tasks Scheduler..............................................................6
Workstation Audit.............................................................6
Product Comparison.............................................................7
Supported Database...........................................................13
How to Get Help.................................................................13
On-line Help...................................................................14
License Types.....................................................................14
Concurrent License........................................................14
Dedicated License.........................................................14
Registering Aegis................................................................14
Terms and Conventions......................................................15
Installation...................................... . . . 16
Chapter 2 Installation... . . . . . . . . . . . . . . . . . . . . .16
Installing Aegis Windows Version.......................................16
System Requirements...................................................16
Installation Types...........................................................16
Installing from CD..........................................................17
Installing Add-Ons from CD...........................................20

6. ii Contents
Installing Aegis Demo from Downloads.........................20
Installing Add-Ons from Downloads...............................22
Example Databases and Directories..............................22
INI File...........................................................................23
Installing AegisWeb............................................................25
System Requirements...................................................26
Installing from CD..........................................................26
Installing Demo from Downloads...................................27
Installing the .NET Framework......................................27
Installing MDAC.............................................................27
Installing Application......................................................27
ASPNET Account..........................................................28
AegisWeb Configuration File.........................................30
Sample Configuration Files............................................35
Using Your Existing Databases.....................................38
Creating MS SQL Server Login.....................................40
File/Directory Access Permission..................................40
Displaying Information in Logon Screen........................40
Changing Company Logo..............................................40
Starting AegisWeb.........................................................40
Disclaimer......................................................................41
Upgrading from Previous Version.......................................41
From Version 5.x and Version 4.x.................................41
From Version 3.7x.........................................................41
From Version 3.65.........................................................42
From Version 3.6 or earlier............................................42
Downloading Database Utilities.....................................42
Security Configurations..................................................42
Using MS SQL Server........................................................43
MS SQL Server Client Connection................................43
Connecting to MS SQL Server......................................43
User Id and Password...................................................44
Using MS SQL Single Login..........................................45
Converting To MS SQL Server......................................45
Converting Examples Databases to MS SQL Server....45
Using MySQL Server..........................................................46
MySQL Server Client Connection..................................46
Connecting to MySQL Server........................................46
User Id and Password...................................................47
Using MySQL Single Login............................................47
Converting To MySQL Server........................................47
Converting Examples Databases to MySQL Server......48
Printer Set Up ....................................................................48
Regional Settings................................................................48
Guided Tour........................................ 49

7. Contents iii
Chapter 3 Guided Tour......................... 49
Starting Aegis.....................................................................49
Opening the Example Database.........................................49
The Main Aegis Window.....................................................51
Menus.................................................................................51
Tool Bar..............................................................................52
Folders................................................................................54
Incident Folders.............................................................54
Problem Folders............................................................57
RFC Folders..................................................................60
CI Folders......................................................................62
Client Folders.................................................................64
Tools...................................................................................67
Filters.............................................................................68
Views.............................................................................71
Sort Fields......................................................................74
Cell Styles......................................................................77
Quick Reports................................................................78
Grid View.......................................................................78
Information Area.................................................................81
Filter Bar.............................................................................82
Tab Pages..........................................................................83
Status Bar...........................................................................83
The Lookup Button.............................................................84
Auto Complete....................................................................85
Scrolling Records................................................................86
Keyboard Shortcuts............................................................86
Main Window.................................................................86
Browsing Records..........................................................88
Miscellaneous................................................................89
Index................................................. 90
Index................................................. 90

9. i
Preface
Your Aegis software package comes with an installation program
which will help you get the software up and running right away. If
necessary, it will also guide you through the process of converting
your existing databases to the current version or converting existing
Access databases to MS SQL Server or MySQL databases.
If you are evaluating a copy of Aegis downloaded from our web site,
please follow the instructions given in the section Installing Demo
from Downloads.
Unless otherwise stated, the term Aegis refers to the Windows
version of Aegis in this document.

11. Chapter 1
Introduction
What is Aegis?
Aegis is an affordable and easy to use Service Desk, Client and Asset
Management system. It is very easy to use, intuitive, affordable and
packed with features Service Desk users have come to rely on.
Aegis is designed specifically for tracking Incidents and Responses,
Problems, Change Request, Clients and Contacts and Assets
(configuration items/assets).
Aegis simplifies the process of providing a high level of service to your
customers. Whether you are servicing external customers or internal
users, Aegis enables you to share information across your company.
It's the ultimate competitive advantage, because what you know about
your clients and how you respond to their needs directly affects your
bottom line. It is a painless approach to providing a high level of
support and service to your clients.
With the inclusion of a web front end, it further simplifies the process
of providing a quality customer service by enabling information
sharing across your entire organization. Use the web front end to
provide your external clients with a self-help facility and reduce
support calls and cost. Give your clients the ability to log and view
their own calls, search the knowledge base and view FAQs via the
web without them calling your support center.
Aegis can be used straight out of the box. It also comes with a very
flexible built-in customization engine that allows it to be customized to
suit different business practices across a wide range of industries.
With Aegis, you don't need to dig around to locate customer
information, products purchased by customers, resolutions to
common problems and assets - it is all easily accessible from the
familiar Windows Explorer interface. Aegis helps you to organize and
manage customer issues and requests in a simple manner.
Aegis handles the complex tasks for you behind the scenes, so you
can focus on providing a first class service to your customers.

12. 2 Chapter 1 Introduction
There is also a suite of optional add on modules designed to extend
and enhance the functionalities of Aegis to help you serve your
customers in a proactive manner.
Aegis Service Desk
Aegis Service Desk is an ITIL based service management system.
ITIL (the IT Infrastructure Library) is the most widely accepted
approach to IT service management in the world, ITIL provides a
comprehensive and consistent set of best practices for IT service
management, promoting a quality approach to achieving business
effectiveness and efficiency in the use of information systems.
Aegis Service Desk fully supports the ITIL standard within an IT
service environment. Comprehensive service management processes
are fully integrated in the single application, ensuring seamless
workflow between processes.
The following ITIL processes are fully integrated:
• Incident Management
• Problem Management
• Change Management
• Configuration (Asset) Management
• Service Level Management
Aegis Service Desk includes all the functionalities of Aegis Help Desk,
Aegis Defect Tracking and Aegis Client Management.
The product code for Aegis Service Desk is ASD and will be used
through out this documentation to denote Aegis Service Desk.
Aegis Help Desk
Aegis Help Desk is a full-featured Help Desk, Client and Asset
Management system. It is very easy to use, intuitive, affordable and
packed with features Help Desk users have come to rely on. It will
work on Windows and also over the web. It is designed for
organizations that do not require the full ITIL based service
management system.
There are 3 main components in Aegis Help Desk – help desk
management, client management and asset management. The client
management component in Aegis Help Desk is a full client and
contact management system that rivals many standalone products.
The configuration management component keeps all your asset data
in one place and allows you to track asset allocations, components

13. Chapter 1 Introduction 3
that made up an asset, asset service history and support calls for
each asset
The following ITIL processes are fully integrated:
• Incident Management
• Configuration (Asset) Management
• Service Level Management
Aegis Help Desk includes all the functionalities of Aegis Defect
Tracking and Aegis Client Management.
The product code for Aegis Help Desk is AHD and will be used
through out this documentation to denote Aegis Help Desk.
Aegis Defect Tracking
Aegis Defect Tracking is a complete incident and response tracking
system. It is suitable for any company that needs to track product
defects and client requests or enhancements. It will work on Windows
and also over the web.
The product code for Aegis Defect Tracking is ADT and will be used
through out this documentation to denote Aegis Defect Tracking.
Aegis Client Management
Aegis Client Management is a client relationship management system.
Store and share all your customer and sales information in one central
location. Never lose a contact detail or opportunity again.
The product code for Aegis Client Management is ACM and will be
used through out this documentation to denote Aegis Client
Management.
Web Version
Use the web front end to provide end users or your external clients
with a self-help facility and reduce support calls and cost. Give your
end users or clients the ability to log and view their own calls, search
the knowledge base and view FAQs via the web without them calling
your support center.
Add Ons
Add on modules are optional and are purchased separately. They will
add more functionality to the base products. The following add on
modules are currently available.

14. 4 Chapter 1 Introduction
Active Directory
The Active Directory add on uses the LDAP protocol to integrate with
Microsoft Active Directory. It synchronizes network user details with
the client and user records of Aegis. It will mirror any of the following
changes made to Active Directory.
• Add new clients and users in Aegis.
• Updates to existing clients and users.
• Delete clients and users that are no longer in Active
Directory.
The Active Directory integration is also tightly linked with role based
security profiles, such that any new Active Directory members can
automatically be assigned security profiles with minimal administration
overhead. This reduces maintenance costs, data duplication and
improves the accuracy and efficiency of your Aegis administration.
Database Monitor
The Database Monitor add on allows you to monitor an incident
database for new incidents, closed incidents and responses in the last
N minutes. You can also notify selected users when the number of
new incidents added, closed or number of responses is more than a
specified number in the last N minutes.
E-mail Server
The E-mail Server add-on allows you to log calls via Internet mail. You
can define different templates to use for different clients and users.
You can also include attachments when logging a call via the e-mail
server. This will create the attachment records in the database.
Templates are used for processing the e-mail message and contain
the following information:
• The Template Id is the Subject line in the e-mail. The e-
mail server add-on will use the Subject line from the e-
mail to retrieve the template details for processing the e-
mail message body.
• The field identifier and terminating characters. This allows
the e-mail server to parse the message body and retrieve
the appropriate field values.

15. Chapter 1 Introduction 5
• Send an acknowledgement to the person who logs the
problem. You can merge fields from the incident record in
the acknowledgment. This allows you to inform the
user/client of the Reference # for the new incident
created.
Escalation
The Escalation add on allows you to escalate an incident if it is not
closed, if the last response has passed a specified interval or based
on the client’s SLA.
Escalation is based on filters and is system wide. All records selected
by the filter except for closed incidents will be escalated if it satisfies
the conditions defined.
With escalation type, you can define which fields to update and how
they should be updated. You can also notify selected users when an
incident has been escalated.
Live Graphs
The Live Graphs add on allows you to view graphs in real time. You
can define any graphs to view, how often to flip between each graph
and how often to refresh each graph.
Report Scheduler
The Report Scheduler add on allows you to run reports at a given time
and interval. You can send the report to a printer, file or e-mail it to a
user. This can be very useful if you want reports (E.g. Status reports,
outstanding issues etc) e-mailed to you automatically on a weekly or
monthly basis. Normally, the reports are e-mailed to a user or sent to
a file or printer. Other users can also access the reports generated by
the report scheduler if they have the appropriate security. The reports
can also be accessed from the web.
System Alerts
The System Alerts add on allows you to notify users or external
clients based on filters. You can merge fields from the records to
create a custom message showing the exact details from the record
that is required.
Here is just a small sample of what you can do with system alerts:

16. 6 Chapter 1 Introduction
• Define a filter to select all client products where the
Maintenance End date is equal to or earlier than today.
Notify the client who owns the product via e-mail. You can
create custom message and merge fields from the
product record. This allows you to e-mail the product
description, the Maintenance End date, and the cost of
renewing the maintenance contract.
• Notify the sales manager of all quotations and/or invoices
sent out today. You can merge fields from the quotation
and invoice records to show the client and the total
quotation or invoice amount.
• Notify the project leader of all scheduled tasks for all
incidents. You can define the filter to select the task for a
given incident only (E.g. for a project or product type or
for a given client).
• Notify the manager of all assets due for service or all
assets currently in service.
• Notify the project leader of all time and cost estimates to
fix an incident.
• Notify yourself of upcoming meetings or product
presentations with clients.
• Notify a manager if a negative feedback is received from
a client.
• Notify sales manager of sales opportunities, the potential
client and the potential sale amount.
• Notify clients of any special offers for a given month.
Tasks Scheduler
The Tasks Scheduler add-on allows you to create recurring incidents.
You can define how the incidents are to be created by using Data
Entry Templates.
Workstation Audit
The Workstation Audit add-on allows you to audit workstations. All
information found will be created as asset components for the asset
designated as ‘Use for Workstation Audit’. The following are the
features that are available for workstation audit:
• Scan for workstation hardware.
• Scan for operating system version.

17. Chapter 1 Introduction 7
• Scan for system configuration information, services, and
ODBC drivers.
• Scan for authorized and unauthorized software.
• Scan for unknown files.
• View a list of all authorized and unauthorized software.
For unauthorized software, you can also notify the user
via e-mail to inform them that the software should be
removed.
• View audit statistics, for example: how many workstations
are running Windows 2000 or Windows NT, how many
workstations are Pentium PCs, percentage of authorized
and unauthorized software.
Product Comparison
The table below shows the features that are available in each product.
Aegis Aegis Aegis Aegis
Service Help Defect Client
Desk Desk Tracking Mgmt
Incident Management √ √ √
• Record multiple clients √ √ √
affected by an incident
• Complete incident assignment √ √ √
history
• Scheduled Follow Ups √ √ √
• Track all e-mails √ √ √
• Record impact of an incident √ √ √
• Add unlimited notes √ √ √
• Track parts used to resolve an √ √ √
incident
• Track release history √ √ √
• Track all response history √ √ √
• Schedule tasks √ √ √
• Record steps to reproduce an √ √ √
incident
• Time and cost estimates √ √ √

18. 8 Chapter 1 Introduction
Aegis Aegis Aegis Aegis
Service Help Defect Client
Desk Desk Tracking Mgmt
• Link URLs to an incident √ √ √
• Link related incidents √ √ √
• Link related problems to an √
incident
• Link related change requests √
(RFC) to an incident
• Track all CIs affected by an √ √
incident
• Search for problems or known √
errors
• Create a problem from an √
incident
• Auto incident number √ √ √
generation.
• Configurable incident number √ √ √
format.
Problem Management √
• Record multiple clients √
affected by a problem
• Complete problem assignment √
history
• Scheduled Follow Ups √
• Track all e-mails √
• Record impact of a problem √
• Add unlimited notes √
• Track parts used to resolve a √
problem
• Track responses to problem √
• Schedule tasks √
• Time and cost estimates √
• Link URLs to a problem √
• Link related incidents √
• Link related problems √

19. Chapter 1 Introduction 9
Aegis Aegis Aegis Aegis
Service Help Defect Client
Desk Desk Tracking Mgmt
• Link related change requests √
(RFC) to a problem
• Track all CIs affected by a √
problem
• Record work around √
• Track root cause of a problem √
• Search for RFC √
• Raise RFC from a problem √
• Auto problem number √
generation.
• Configurable problem number √
format.
Change Management √
• Record multiple clients √
affected by an RFC
• Approval log √
• Complete RFC assignment √
history
• Record back out plans √
• Scheduled Follow Ups √
• Track all e-mails √
• Record impact of an RFC √
• Track implementation plans √
• Add unlimited notes √
• Schedule outages √
• Track parts used to resolve an √
RFC
• Track release history √
• Track responses to RFC √
• Post implementation review √
• Schedule tasks √

20. 10 Chapter 1 Introduction
Aegis Aegis Aegis Aegis
Service Help Defect Client
Desk Desk Tracking Mgmt
• Record and track test plans √
• Time and cost estimates √
• Link URLs to an RFC √
• Link related incidents √
• Link related problems √
• Link related RFCs √
• Track all CIs affected by an √
RFC
• Track reasons and √
justifications for change
• Auto RFC number generation. √
• Configurable RFC number √
format.
Configuration Management √
• Complete CI assignment √ √
history
• Record CI components √ √
• Add unlimited notes √ √
• Track service history √ √
• Scheduled Follow Ups √ √
• Link URLs to a CI √ √
• Track all CIs affected by an √ √
incident
• Track all CIs affected by a √
problem
• Track all CIs affected by an √
RFC
• Link related CIs to a CI to √
create a parent child
relationship
• Auto CI number generation. √ √
• Configurable CI number √ √
format.

21. Chapter 1 Introduction 11
Aegis Aegis Aegis Aegis
Service Help Defect Client
Desk Desk Tracking Mgmt
SLA Management √ √
• Define unlimited SLA for each √ √
client
• Define your own breach √ √
statuses
• Send notification when an SLA √ √
is breached or about to be
breached.
Client Management √ √ √ √
• Track all client activities √ √ √
• Scheduled Follow Ups √ √ √ √
• Track client feedback √ √ √ √
• Invoicing √ √ √
• Add unlimited notes √ √ √ √
• Track client offers √ √ √
• Track products purchased by √ √ √ √
clients
• Quotations √ √ √
• Track returned merchandise √ √ √
• Track sales opportunities √ √ √
• Define unlimited SLAs √ √
• Link URLs to a client √ √ √ √
• Define unlimited contacts per √ √ √ √
client
• Define client alerts √ √ √ √
Field customization √ √ √ √
Form customization √ √ √ √
Folder customization √ √ √ √
Workflows √ √ √
E-mail notifications √ √ √
Triggers for auto record creation √ √ √

22. 12 Chapter 1 Introduction
Aegis Aegis Aegis Aegis
Service Help Defect Client
Desk Desk Tracking Mgmt
Define support hours and public √ √ √
holidays
User define filters √ √ √ √
User define views √ √ √ √
User define sort fields √ √ √ √
User define sell styles √ √ √ √
Broadcast message √ √ √ √
Knowledge base √ √ √
FAQ √ √ √
Group update √ √ √ √
Group response √ √ √
Group assignment √ √ √
Group delete √ √ √ √
Form letters √ √ √ √
User define list boxes √ √ √ √
Security groups √ √ √ √
User groups √ √ √ √
Data entry templates √ √ √ √
E-mail templates √ √ √ √
E-mail reports √ √ √ √
Configurable preview pane √ √ √ √
Call queues √ √ √
Job responses analysis √ √ √
Job statistics analysis √ √ √
User define graphs √ √ √
Audit history √ √ √ √
Attachments √ √ √ √
Service catalog √ √

23. Chapter 1 Introduction 13
Aegis Aegis Aegis Aegis
Service Help Defect Client
Desk Desk Tracking Mgmt
Link CIs to services √
Web access √ √ √
Active Directory Add On *1
√ √ √
Database Monitor Add On*1 √ √ √
E-mail Server Add On*1 √ √ √
Escalation Add On *1
√ √ √
Live Graphs Add on*1 √ √ √
Report Scheduler Add On *1
√ √ √ √
System Alerts Add On*1 √ √ √ √
Tasks Scheduler Add On*1 √ √ √
Workstation Audit Add On *1
√ √
*1
Add Ons are purchase separately.
Supported Database
Aegis supports Microsoft Access databases by default and provides
all necessary run-time components to manage Access databases as
part of the package.
MS SQL Server 7/2000/2005 are also supported. However, MS SQL
Server is not included with Aegis - you must purchase and install the
product separately.
You can also use MySQL Server database. Since Aegis is not open
source software, a license is required to use MySQL. This is the
license requirement from the MySQL vendor.
How to Get Help
This manual is your introduction to Aegis. Use it to familiarize yourself
with the concepts, guide you around the system, and for practical
advice on how to use Aegis. Use this guide with the example
database supplied. In two or three sessions you should have a good
understanding of how to use the system.
Everyone using Aegis should read Chapter 3 Guided Tour. This
chapter gives sufficient background for a casual user to get up and
going quickly.

24. 14 Chapter 1 Introduction
Aegis has extensive on line help available by pressing F1. Use the on
line help for detailed information about functions and fields.
For Technical support, log your technical support questions on our
web site at http://www.abacus-systems.com or you can e-mail us on
support@abacus-systems.com.
On-line Help
Aegis' on-line help system can be activated at any time by pressing
F1 or selecting Help from the menu.
The help system contains detailed explanations of all Aegis features
and facilities. These descriptions are, in some cases, more detailed
than the explanation in this User’s Guide. The on-line help is also
more up to date. Where a discrepancy exists between this manual
and the help, follow the explanation in the help system.
The on-line help contains a Search command. If the help you require
is not displayed immediately, use Search to locate the topic you want.
License Types
Aegis supports concurrent licensing and dedicated licensing. The
difference between the two licensing schemes is described below.
Concurrent License
Concurrent license allows you to add as many users as you like, all
with logon access, but only N users can be logged on at any one time.
N is the number of concurrent licenses purchased. For example, if you
purchase a 10 floating concurrent license, you can add as many users
as you like - all with logon access but only 10 users can logon at any
one time.
Dedicated License
Dedicated License means per user. For example, if you have 10 users
and want all of them to use Aegis, then you purchase a 10 dedicated
user license. You can add as many users as you like but only
nominate 10 users with logon access.
Registering Aegis
If you are using the full copy of Aegis, please register it on our web
site at www.abacus-systems.com. This is the only way we will know
who you are. All registered users will receive notification of new
releases of Aegis and information on other products when available.

25. Chapter 1 Introduction 15
Terms and Conventions
The following common terms and conventions are used in this
manual:
Click Press the left mouse button once while pointing to an
object on the screen.
Double-click Press the left mouse button twice in rapid succession
while pointing to an object on the screen.
Right-click Press the right mouse button once while pointing to
an object on the screen.
Choose Select a specific command or object using the
technique you prefer. For example, choose File |
Open Database may be executed using the mouse
(click once on File in the main menu and then click
Open Database) or by using the keyboard (press
ALT-F, then O).
Select Pick an object, usually from a list. You can click the
object with the mouse or use the ARROW KEYS to
highlight it and then press ENTER.
Typographic conventions used in this manual are:
Allocated Italics are used for emphasis and to indicate the
names of certain objects such as filters.
Edit | Copy Bold is used to indicate menu selections.
ENTER Small capitals are used for names of keyboard keys.
Details This font is used for names of fields and screen
controls, and for names of files on disk.
ASD This code is used to denote the Aegis Service Desk
product.
AHD This code is used to denote the Aegis Help Desk
product.
ADT This code is used to denote the Aegis Defect
Tracking product.
ACM This code is used to denote the Aegis Client
Management product.

26. Chapter 2
Installation
Installing Aegis Windows Version
The Aegis installation program gives you the option to install the
Windows version of Aegis either on a stand-alone computer or a
network server. You will also have the option to install Aegis Add-Ons
and AegisWeb.
AegisWeb is a web front end that is designed to be used in either an
intranet or Internet environment.
Note that AegisWeb has different hardware and software
requirements and requires the Aegis Server Component from
the Windows version to be installed on the server.
During set up, you will be prompted for information on how you want
to install Aegis. Take the opportunity now to ensure a successful
installation by reading the topics below.
System Requirements
Aegis requires the following hardware and software configuration as a
minimum:
• Pentium III or higher processor.
• Aegis will run on Windows 98/NT 4 (with service pack 5/
2000/Vista.
• 256MB RAM. Performance increases with more memory.
• 50MB disk space, plus room for your data. 20 MB total
disk space for moderately sized database is reasonable.
• For the multi-user versions, any network that is 100%
Windows compatible.
Installation Types
The installation process requires two steps. You must install
Server Component first and then Client Component.

27. Chapter 2 Installation 17
Server Component
The Server Component will install the standard Access
databases. For the multi-user version of Aegis, this option is
usually installed on a network server so the databases can be
shared. It does not install any programs on your system and
will not change your network server settings.
You must install the Server Component before the Client
Component. If you are upgrading from a previous version, all
your databases will NOT be overwritten. However, we do
recommend that you back up your existing databases before
installing a new release.
Client Component
The Client Component installs the programs required to run
Aegis and set up a link to the database on the server.
Installing from CD
If you are installing the evaluation version downloaded from
our web site, please follow the instructions given in the
section Installing Demo from Downloads.
To install Aegis from CD, follow the instructions below:
1. Insert the CD Rom into your CD Rom Drive.
2. If auto run is enabled, you will come to the first screen of the
set up program. If auto run is not enabled, run Setup.exe from
the CD Rom.
3. Select Aegis from the menu.
4. See Multi User Installation and Single-user Installation.
Multi User Installation
This option is for those users that will be accessing a central
database located on a network server and is only applicable if
you purchase a multi-user license of Aegis.
When running set up, you will choose to install the Server
Component on the network server where the shared database
will reside and install the Client Component on each
workstation that requires access to the database.
You will also need to give all the users the correct permission
to access the server directory on the network.

28. 18 Chapter 2 Installation
It is strongly recommended that you close all programs before
running set up.
Installing the Server Component
You must install the Server Component before the Client
Component.
1. After you run Setup.exe, follow the screen prompts until you
get to the Choose Components screen. Select Server
Component then click Next to continue.
2. Enter a directory on your network server to install the Server
Component into then click Next to continue.
3. Follow the instructions in set up to complete the Server
Component installation.
Installing the Client Component
After the Server Component is installed, run Setup.exe again
to install the Client Component.
You must have administrator privileges if you are installing
the client on a Windows NT or Windows 2000 workstation.
If you are installing on Windows Vista, you must run setup as
Administrator even if you have administrator privileges.
1. Follow the screen prompts until you get to the Choose
Components screen. Select Client Component then click
Next to continue.
2. You will now be prompted for the Server Component directory
– NOT the destination directory for the Client Component.
This allows set up to create the appropriate drive-mappings to
the database on the server. The Server Component is usually
installed on the network server for the multi-user license of
Aegis. Select the directory where the Server Component is to
be installed then click Next to continue.
3. You will now be prompted for the directory where you want to
install the Client Component – this is usually a directory on
your workstation. Enter the directory and click Next to
continue.
4. Follow the instructions in set up to complete the Client
Component installation.
After the Client Component installation has completed, restart
Windows.

29. Chapter 2 Installation 19
Single User Installation
This option is for those users who will not be using Aegis on a
network and is only applicable if you purchase the single-user
license of Aegis.
When running set up, you will choose to install the Server and
Client Components in a directory on your workstation.
It is strongly recommended that you close all programs before
running set up.
Installing the Server Component
You must install the Server Component before the Client
Component.
1. Follow the screen prompts until you get to the Choose
Components screen. Select Server Component then click
Next to continue.
2. Enter a directory on your workstation to install the Server
Component into then click Next to continue.
3. Follow the instructions in set up to complete the Server
Component installation.
Installing the Client Component
After the Server Component is installed, run Setup.exe again
to install the Client Component.
You must have administrator privileges if you are installing
the Client Component on a Windows NT or Windows 2000
workstation.
If you are installing on Windows Vista, you must run setup as
Administrator even if you have administrator privileges.
1. Follow the screen prompts until you get to the Choose
Components screen. Select Client Component then click
Next to continue.
2. You will now be prompted for the Server Component directory
– NOT the destination directory for the Client Component.
This allows set up to create the appropriate drive-mappings to
the database on the workstation. The Server Component is
usually installed on the workstation for the single-user license
of Aegis. Select the directory where the Server Component is
to be installed then click Next to continue.

30. 20 Chapter 2 Installation
3. You will now be prompted for the directory where you want to
install the Client Component – this is usually a directory on
your workstation. Enter the directory and click Next to
continue.
4. Follow the instructions in set up to complete the Client
Component installation.
After the Client Component installation has completed, you
will be prompted to restart Windows.
Installing Add-Ons from CD
If you are installing an add-on demo downloaded from our web site,
please see Installing Add-Ons from Downloads on page 22.
It is strongly recommended that you close all programs before running
set up.
1. Insert the CD Rom into your CD Rom Drive.
2. If auto run is enabled, you will come to the first screen of the
set up program. If auto run is not enabled, run Setup.exe from
the CD Rom.
4. Select the add-on to install.
5. Follow the screen prompts until you get to the Select Aegis
Server Component Folder screen. You will now be
prompted for the Server Component directory – NOT the
destination directory for the add-on. Select the directory
where the Server Component is to be installed then click Next
to continue.
Installing Aegis Demo from Downloads
The demo comes with a license for 5 concurrent users. The
installation from downloads is slightly different from installing from CD
because the program files are compressed.
When running set up, you will choose to install the Server Component
on the network server where the shared database will reside and
install the Client Component on each workstation that requires access
to the database.
You will also need to give all the users the correct permission to
access the server directory on the network.
It is strongly recommended that you close all programs before running
set up.
To install the demo downloaded from our web site:

31. Chapter 2 Installation 21
1. Create a temporary directory on your hard disk and save the
files downloaded into it.
2. Unzip all files into the temporary directory.
3. Run Setup.exe from the temporary directory.
Installing the Server Component
You must install the Server Component before the Client
Component.
1. After you run Setup.exe, follow the screen prompts until you
get to the Choose Components screen. Select Server
Component then click Next to continue.
2. Enter a directory on your network server to install the Server
Component into then click Next to continue.
3. Follow the instructions in set up to complete the Server
Component installation.
Installing the Client Component
After the Server Component is installed, run Setup.exe again
to install the Client Component.
You must have administrator privileges if you are installing
the client on a Windows NT or Windows 2000 workstation.
If you are installing on Windows Vista, you must run setup as
Administrator even if you have administrator privileges.
1. Follow the screen prompts until you get to the Choose
Components screen. Select Client Component then click
Next to continue.
2. You will now be prompted for the Server Component directory
– NOT the destination directory for the Client Component.
This allows set up to create the appropriate drive-mappings to
the database on the server. The Server Component is usually
installed on the network server for the multi-user license of
Aegis. Select the directory where the Server Component is to
be installed then click Next to continue.
3. You will now be prompted for the directory where you want to
install the Client Component – this is usually a directory on
your workstation. Enter the directory and click Next to
continue.
4. Follow the instructions in set up to complete the Client
Component installation.

32. 22 Chapter 2 Installation
After the Client Component installation has completed, restart
Windows.
Installing Add-Ons from Downloads
It is strongly recommended that you close all programs before running
set up.
To install an add-on demo downloaded from our web site:
1. Create a temporary directory on your hard disk and save the
files downloaded into it.
2. Unzip the file into the temporary directory and run Setup.exe
from the temporary directory.
3. Follow the screen prompts until you get to the Select Aegis
Server Component Folder screen. You will now be
prompted for the Server Component directory – NOT the
destination directory for the add-on. Select the directory
where the Server Component is installed then click Next to
continue.
Example Databases and Directories
When you install the Aegis Server Component, it will install some
example databases (in MS Access format). The sub-directories
created are defaults and you are not forced to use the same directory
structure. Aegis uses an INI file to locate the databases.
For example, if you install the Aegis Server component into C:Aegis,
the example database will be installed in the following directories and
other sub-directories will be created as follows:
C:AegisDatabase
This directory contains all the databases used in Aegis.
C:AegisDatabaseClient
This directory contains the example client databases.
C:AegisDatabaseIncident
This directory contains the example incident databases.
C:AegisDatabaseListBox
This directory contains the example list box databases.
C:AegisDatabaseSys
This directory contains the system database.

33. Chapter 2 Installation 23
C:AegisDatabasezDbt
This directory contains the MS Access database templates
and MS SQL and MySQL scripts.
C:AegisDatabasezDbtMSAccess
This directory contains the MS Access database templates.
C:AegisDatabasezDbtMSSql
This directory contains the scripts used for converting an MS
Access database to a SQL Server 2000 database.
C:AegisDatabasezDbtMSSqlv7
This directory contains the scripts used for converting an MS
Access database to a SQL Server 7.0 database.
C:AegisDatabasezDbtMySQL
This directory contains the scripts used for converting an MS
Access database to a MySQL Server database.
The Client Component only creates the directory you specified for the
programs.
INI File
The Aegis INI file stores database configuration and path information,
it is used locate the databases on your server or workstation.
Database Section
The [Database] section in the INI file contains the following keywords:
Provider Specifies the database backend.
• For Access database, specify
Provider=MSACCESS.
• For MS SQL Server database, specify
Provider =MSSQL Provider=MSSQL7
for MS SQL Server 7).
• For MySQL, specify Provider=MYSQL.
Server This keyword is only applicable if you use
MS SQL Server or MySQL databases.
Define the MS SQL or MySQL server you
wish to connect to in this keyword. For
example: Server=Aegis.

34. 24 Chapter 2 Installation
Authentication This keyword is only applicable if you use
MS SQL Server database. The valid values
are Windows and SQL. If you specify
Windows, Aegis will use Windows
Authentication when connecting to the
server. If you specify SQL, Aegis will use
MS SQL Server Authentication when
connecting to the server. If you use SQL
Server Authentication, you must also
specify the User Id and Password.
User Id This keyword is only applicable if you use
MS SQL Server with SQL Server
Authentication or MySQL databases. The
User Id must be a valid user created in MS
SQL Server or MySQL. You would
normally give this user a very limited
access to the Aegis SYS database only.
Password This keyword is only applicable if you use
MS SQL Server with SQL Server
Authentication or MySQL databases. The
password must be a valid password for the
user created in MS SQL Server or MySQL.
If there no password for the user, you can
leave this field blank.
Paths Section
The [Paths] section in the INI file contains the following keywords:
Server Specifies the full path name where the
Server Component resides.
Work Specifies the full path name to the WORK
directory.
Options Section
The [Options] section in the INI file contains the following keywords:
SmtpLog Specify the Smtp log file. All Smtp events
will be written to a log file. To log all Smtp
events, specify SmtpLog=Y under the
Options section.
Pop3Log Specify the Pop3 log file. All Pop3 events
will be written to a log file. To log all Pop3
events, specify Pop3Log=Y under the
Options section. This option is only used
by the E-mail Server Add On.

35. Chapter 2 Installation 25
PageSize This option allows you to define how many
records to load on startup. If you specify
PageSize=50, only 50 records will be
loaded regardless of how many records
there are in the database. When you click
Next, another 50 records will be loaded.
Incident Database Section
A section will be created for each incident database opened. The
section name is the full path name of the incident database. This
section contains the following keywords:
ClientDb Specifies the client database to be use with
the incident database.
ListBoxDb Specifies the list box database to be use
with the incident database.
If you do not specify -i command line option when you start Aegis, it
will use the Aegis.ini file in the start up directory. To use a different INI
file include the -i command line option, for example -iMyConfig.ini to
create the MyConfig.ini file.
In a multi-user environment, you would usually install Aegis'
databases on the server. Each user's drive mappings to the server
drive can be different and may cause a problem if you did not use a
different INI file for each user. If you have different drive mappings for
different users, use the -i command line option so that the correct path
can be specified.
Installing AegisWeb
AegisWeb is a web front end for Aegis. It has been developed using
Microsoft’s .NET technology.
You have to install AegisWeb on a web server running Microsoft’s
Internet Information Services (IIS) and the .NET Framework. You will
be given the option to install the .NET Framework as part of the set up
program for AegisWeb.
AegisWeb may be accessed by any users on your network using a
standard web browser. No additional software installation is required
on a client PC except for the web browser.
Before you install AegisWeb, you must install the Windows version of
Aegis. The web front end shares the same databases as the Windows
version.
You must have administrator privileges if you are installing on
Windows NT or Windows 2000.

36. 26 Chapter 2 Installation
It is strongly recommended that you close all programs before running
set up.
System Requirements
The minimum hardware and software requirements for AegisWeb are:
Hardware Requirements
• Pentium III or higher processor.
• 512MB RAM. Performance increases with more memory.
• 100MB disk space, plus room for your data. 20 MB total
disk space for moderately sized database is reasonable.
Software Requirements
• Windows NT 4 (Workstation or Server) with Service Pack
6a or Windows 2000 (Professional, Server, or Advanced
Server) with the latest Windows service pack and critical
updates available from the Microsoft Security Web site or
Windows XP (Home or Professional).
• Internet Information Services (IIS) Version 5.0 or later
with FrontPage Server Extensions.
• Internet Explorer 5.01 or later on the web server and on
each client PC.
• Version 1.1 release of the Microsoft .NET Framework on
the web server.
Installing from CD
If you are installing the evaluation version downloaded from
our web site, please see Installing Demo from Downloads on
page 27.
1. Insert the CD Rom into your CD Rom Drive.
2. If auto run is enabled, you will come to the first screen of the
set up program. If auto run is not enabled, run Setup.exe from
the CD Rom.
3. Select AegisWeb from the menu.
4. Follow instructions in set up to complete the installation.

37. Chapter 2 Installation 27
Installing Demo from Downloads
To install the demo downloaded from our web site:
1. Create a temporary directory on your hard disk and save the
downloaded files into it.
Unzip all files downloaded into the temporary directory.
2. Run Setup.exe from the temporary directory.
3. Follow instructions in set up to complete the installation.
Installing the .NET Framework
When you run Setup.exe, you will be prompted to install
the .NET Framework.
To install the .NET Framework, click the Install button. If you
already have the .NET Framework installed, click on the Skip
button. The .NET Framework installation will create a default
ASPNET account. See ASPNET Account on page 28.
After the .NET Framework installation has completed, run
Setup.exe again to continue.
Installing MDAC
When you run Setup.exe again after installing the .NET
Framework or skip the .NET Framework installation, you will
be prompted to install MDAC 2.7.
To install MDAC 2.7, click the Install button or click the Skip
button if you already have MDAC 2.7 installed.
After MDAC installation has completed, run Setup.exe again
to continue.
Installing Application
After the .NET Framework and MDAC is installed, you can
start installing the AegisWeb application.
1. When prompt to install the .NET Framework, click on the Skip
button.
2. When prompt to install MDAC, click on the Skip button again.

38. 28 Chapter 2 Installation
3. You will now be prompted for the Server Component
directory. This is the Server Component directory for the
windows version of Aegis. This allows the set up program to
create the appropriate drive-mappings to the databases on
the server so that it can be use by the web front end. The
Server Component is usually installed on the network server
for the multi-user license of Aegis. Select the directory where
the Server Component is installed then click Next to continue.
4. You will now be prompted for the directory where you want to
install the AegisWeb application – this is usually a directory on
your web server. Enter the directory and click Next to
continue.
5. Follow the instructions in set up to complete the installation.
After the installation has completed, restart Windows.
ASPNET Account
AegisWeb is developed in ASP.NET. By default, ASP.NET runs its
worker process (Aspnet_wp.exe) with a weak account (the local
machine account, which is named ASPNET) to provide a more secure
environment.
On a domain controller, all user accounts are domain accounts and
are not local machine accounts. Therefore, Aspnet_wp.exe fails to
start because it cannot find a local account named
"localmachinenameASPNET". To provide a valid user account on the
domain controller, you must specify an explicit account in the
<processModel> section of the Machine.config file, or you must use
the SYSTEM account.
The ASPNET account is automatically created by the .NET
Framework installation if the server is not a domain controller. If you
install AegisWeb on a domain controller, the ASPNET account will not
be created. This is a known Microsoft bug.
If you install AegisWeb on a domain controller and try to run
AegisWeb, the browser displays the following error message:
• Server Application Unavailable
• The web application you are attempting to access on this
web server is currently unavailable.
• Please hit the "Refresh" button in your web browser to
retry your request.
Furthermore, the following event is logged in the system application
event log:

39. Chapter 2 Installation 29
aspnet_wp.exe could not be launched because the username
and/or password supplied in the processModel section of the
config file are invalid.
aspnet_wp.exe could not be started.
HRESULT for the failure: 80004005
To work around this problem, use one of the following methods:
• Create a weak account that has the correct permissions,
and then configure the <processModel> section of the
Machine.config file to use that account.
• Set the userName attribute to SYSTEM in the
<processModel> section of the Machine.config file.
• Configure the <processModel> section of the
Machine.config file to use an administrator account.
Allowing ASP.NET applications to run as SYSTEM or an administrator
account has serious security implications. If you use either of these
workarounds, code that is run in the Aspnet_wp.exe process will have
access to the domain controller and the domain settings. Executable
files that are started from the Aspnet_wp.exe process run in the same
context and also have access to the domain controller.
Therefore, Microsoft recommends that you use the first workaround.
To use the first workaround, follow these steps:
1. Create a user account on the computer named ASPNET, and
then add this account to the Users group.
2. Grant the ASPNET account the Log on as a batch job user
right. Make sure that this change appears in the Local
Security Policy settings.
NOTE : To grant the Log on as a batch job user right on this
account, you may have to grant this user right in each of the
following security policies (From the Control
Panel/Administrative Tools):
• Domain Controller Security Policy
• Domain Security Policy
• Local Security Policy
NOTE : You may have to reboot the server for these
changes to take effect.
3. Make sure that the ASPNET account has permission to
access all of the necessary directories and files to start the
Aspnet_wp.exe process and to serve the ASP.NET pages.

40. 30 Chapter 2 Installation
4. Open the Machine.config file. This file should be in the
WinNTMicrosoft.NETFrameworkv1.0.3705CONFIG
directory.
5. In the <processModel> section of the Machine.config file,
change the userName and the password attributes to the
name and the password of the account that you created in
step 1. For example:
userName="DomainNameASPNET"
password="ASPNETpassword"
6. Save the changes to the Machine.config file.
AegisWeb Configuration File
The AegisWeb.cfg file stores database configuration and path
information. The set up program will attempt to create a path to the
example databases installed by the Windows version of Aegis if they
can be found.
Below are a list of options you can define in AegisWeb.cfg.
Paths Section
The [Paths] section in the configuration file contains the following
keywords:
Server Specifies the full path name where the
Aegis Server Component resides (this is
installed by the Windows version of Aegis).
Database Section
The [Database] section contains the following keywords:
Provider Specifies the database backend.
• For Access database, specify
Provider=MSACCESS.
• For MS SQL Server database, specify
Provider =MSSQL (Provider=MSSQL7
for MS SQL Server 7).
• For MySQL, specify Provider=MYSQL.
Server This keyword is only applicable if you use
MS SQL Server or MySQL databases.
Define the MS SQL or MySQL server you
wish to connect to in this keyword. For
example: Server=Aegis.

41. Chapter 2 Installation 31
Authentication This keyword is only applicable if you use
MS SQL Server database. The valid values
are Windows and SQL. If you specify
Windows, Aegis will use Windows
Authentication when connecting to the
server. If you specify SQL, Aegis will use
MS SQL Server Authentication when
connecting to the server. If you use SQL
Server Authentication, you must also
specify the User Id and Password.
User Id This keyword is only applicable if you use
MS SQL Server with SQL Server
Authentication or MySQL databases. The
User Id must be a valid user created in MS
SQL Server or MySQL. You would
normally give this user a very limited
access to the Aegis SYS database only.
Password This keyword is only applicable if you use
MS SQL Server with SQL Server
Authentication or MySQL databases. The
password must be a valid password for the
user created in MS SQL Server or MySQL.
If there no password for the user, you can
leave this field blank.
IncidentDb Specifies the incident database to use.
ClientDb Specifies the client database to be use with
the incident database.
ListBoxDb Specifies the list box database to be use
with the incident database.
Database Set Section
The section allows you to define which databases to group under a
database set name. This section contains the following keywords:
IncidentDb Specifies the incident database to use.
ClientDb Specifies the client database to be use with
the incident database.
ListBoxDb Specifies the list box database to be use
with the incident database.
For example, for MS Access databases you can create two database
sections as follows.
[Database]

42. 32 Chapter 2 Installation
IncidentDb=F:AegisDatabaseIncidentIncident.mdb
ClientDb=F:Aegis DatabaseClientClient.mdb
ListBoxDb=F:AegisDatabaseListBoxListBox.mdb
[DbSet1]
ClientDb=C:AegisDatabaseClientSet1.mdb
IncidentDb=C:AegisDatabaseIncidentSet1.mdb
ListBoxDb=C:AegisDatabaseListBoxSet1.mdb
[DbSet2]
ClientDb=C:AegisDatabaseClientSet2.mdb
IncidentDb=C:AegisDatabaseIncidentSet2.mdb
ListBoxDb=C:AegisDatabaseListBoxSet2.mdb
To use the default database, don’t include the DbSet keyword in the
URL. For example:
http://localhost/AegisWeb/logon.aspx
To use the first database set:
http://localhost/AegisWeb/logon.aspx?DbSet=DbSet1
To use the second database set:
http://localhost/AegisWeb/logon.aspx?DbSet=DbSet2
Directories Section
The [Directories] section contains the following keywords:
Attachments You can upload attachments in AegisWeb.
All attachments will be stored in the
directory specified here. For example, if
you include the following in AegisWeb.cfg:
[Directories]
Attachments = C:AegisAttachments
All attachments you uploaded will be stored
in C:AegisAttachments. To view the
attachments, you must create a virtual
directory for it. See section below.
Virtual Directories Section
Virtual directories are created in IIS (Internet Information Services)
under AegisWeb. You have to create virtual directories for
attachments and reports created by the Report Scheduler add on so
that users can view the files.
The [Virtual Directories] section contains the following keywords:

43. Chapter 2 Installation 33
Attachments This is the virtual directory name for
attachments and is created in IIS. For
example, if your Attachments directory is
C:AegisAttachments, when you create
this virtual directory for AegisWeb in IIS,
enter Attachments (or any name you like)
when prompted for the Alias field and
C:AegisAttachments when prompted for
the Directory. The entries in AegisWeb.cfg
will be:
[Virtual Directories]
Attachments = Attachments
ReportScheduler This is the virtual directory name for
reports created by the Report Scheduler
add on and is created in IIS. For example,
if the reports directory is C:AegisRps,
when you create this virtual directory for
AegisWeb in IIS, enter RPSReports (or any
name you like) when prompted for the Alias
field and C:AegisRps when prompted for
the Directory. The entries in AegisWeb.cfg
will be:
[Virtual Directories]
ReportScheduler = RPSReports
Note: You must only specify ONE section
name, for example:
[Virtual Directories]
Attachments = Attachments
ReportScheduler = RPSReports
Instead of:
[Virtual Directories]
Attachments = Attachments
[Virtual Directories]
ReportScheduler = RPSReports
Options Section
The [Options] section contains the following keywords:
NotifySelf Set this option to N if you do not wish to
receive notification when it is triggered by
yourself. For example, if you set up
notification to notify the person in the
Assigned To field and when you add a new

44. 34 Chapter 2 Installation
incident and allocate it to yourself, you will
not receive a notification if this option is set
to N.
SmtpServer Specify the SMTP Server with this option.
This is used for sending external email
notifications.
SmtpSenderAddress Specify the SMTP Sender E-mail Address.
This is used when sending password to
users. If you don’t define a value for this
field, it will default to Aegis Help Desk or
Aegis Defect Tracking and when sending
password to user, you can get an error
because some SMTP server requires a
valid From address when sending e-mails.
OnExitGoto You can go to another web site when you
exit AegisWeb. Specify the complete URL
(including http://www.) in the OnExitGoto
option.
SessionTimeOut Specify the session timeout in minutes.
The value must be from 1 to 1440. The
default is 20. If there’s no activity for the
specified time, AegisWeb will timeout.
HideAll Valid options are Y or N. If you specify Y,
then all license information, company logo
will be hidden. You will be presented with a
simple logon window.
SystemName Enter the system name. This option is only
application if HideAll is set to Y. The
system name will be shown on all windows
instead of Aegis. You can use this option to
make AegisWeb look more like your
company support desk.
LogonWinLeft This must be a number greater than zero.
This is the left position of the logon
window.
LogonWinTop This must be a number greater than zero.
This is the top position of the logon
window.
LogonInfoLeft This must be a number greater than zero.
This is the left position of the information
area. This is below the logon window
where you can customize by editing the
info.txt file in the AegisWeb directory.

45. Chapter 2 Installation 35
LogonInfoTop This must be a number greater than zero.
This is the top position of the information
area.
LogonInfoHeight This must be a number greater than zero.
This is the height of the information area.
Since you can include HTML in the info.txt file, you can set HideAll=Y,
specify a system name (E.g. SystemName=Abacus Sytems Service
Desk) and reposition the logon window and information area so it can
look more like your corporate web site.
Sample Configuration Files
For MS Access Database
Below is a sample configuration file for MS Access.
[Paths]
Server=C: Aegis
[Database]
IncidentDb=C:AegisDatabaseIncidentEgIncident.mdb
ClientDb=C:Aegis DatabaseClientEgClient.mdb
ListBoxDb=C:AegisDatabaseListBoxEgListBox.mdb
[Directories]
Attachments=C:AegisWebAttachments
[Options]
NotifySelf=Y
SmtpServer=mail.abacus-systems.com
HomeURL=http://www.abacus-systems.com
ContactURL= http://www.abacus-systems.com/Contacts.htm
For MS SQL Server 2000/2005 Database
Below is a sample configuration file for MS SQL Server 2000/2005.
[Paths]
Server=C: Aegis
[Database]
Provider=MSSQL
Server=Aegis
IncidentDb=EgIncident
ClientDb=EgClient
ListBoxDb=EgListBox

46. 36 Chapter 2 Installation
[Directories]
Attachments=C:AegisWebAttachments
[Options]
NotifySelf=Y
SmtpServer=mail.abacus-systems.com
HomeURL=http://www.abacus-systems.com
ContactURL= http://www.abacus-systems.com /Contacts.htm
If you use SQL Server Authentication, you must include the
Authentication, User Id and Password keywords in the [Database]
section as well. For example:
[Paths]
Server=C: Aegis
[Database]
Provider=MSSQL
Server=Aegis
Authentication=SQL
UserId=SqlUser
Password=Password
IncidentDb=EgIncident
ClientDb=EgClient
ListBoxDb=EgListBox
Where SqlUser is the MS SQL user you created in MS SQL Server
and Password is the password you defined for SqlUser. You would
normally give this user a very limited access to the Aegis SYS
database only.
For MS SQL Server 7.0 Database
Below is a sample configuration file for MS SQL Server 7.
[Paths]
Server=C: Aegis
[Database]
Provider=MSSQL7
Server=Aegis
IncidentDb=EgIncident
ClientDb=EgClient
ListBoxDb=EgListBox
[Directories]
Attachments=C:AegisWebAttachments
[Options]

47. Chapter 2 Installation 37
NotifySelf=Y
SmtpServer=mail.abacus-systems.com
HomeURL=http://www.abacus-systems.com
ContactURL= http://www.abacus-systems.com /Contacts.htm
If you use SQL Server Authentication, you must include the
Authentication, UserId and Password keywords in the [Database]
section as well. For example:
[Paths]
Server=C: Aegis
[Database]
Provider=MSSQL
Server=Aegis
Authentication=SQL
UserId=SqlUser
Password=Password
IncidentDb=EgIncident
ClientDb=EgClient
ListBoxDb=EgListBox
Where SqlUser is the MS SQL user you created in MS SQL Server
and Password is the password you defined for SqlUser. You would
normally give this user a very limited access to the Aegis SYS
database only.
For MySQL Server Database
Below is a sample configuration file for MySQL Server.
[Paths]
Server=C: Aegis
[Database]
Provider=MYSQL
Server=Aegis
UserId=SqlUser
Password=Password
IncidentDb=EgIncident
ClientDb=EgClient
ListBoxDb=EgListBox
[Directories]
Attachments=C:AegisWebAttachments
[Options]
NotifySelf=Y
SmtpServer=mail.abacus-systems.com

48. 38 Chapter 2 Installation
HomeURL=http://www.abacus-systems.com
ContactURL= http://www.abacus-systems.com /Contacts.htm
Where SqlUser is the SQL user you created in MySQL and Password
is the password you defined for SqlUser. You would normally give this
user a very limited access to the Aegis SYS database only.
Using Your Existing Databases
The set up program will attempt to locate the example databases
installed by the Windows version of Aegis only. If you are currently
using the Windows version of Aegis and wish to use the databases on
the web, you must specify the full database path on the AegisWeb.cfg
file.
This can be done in the [Database] Section. Specify the Incident
database with the IncidentDb keyword, the Client database with the
ClientDb keyword and the List Box database with the ListBoxDb
keyword. For example:
For MS Access databases:
[Database]
IncidentDb=F:AegisDatabaseIncidentMyIncident.mdb
ClientDb=F:Aegis DatabaseClientMyClient.mdb
ListBoxDb=F:AegisDatabaseListBoxMyListBox.mdb
You must also have the appropriate security set up for the ASPNET
user to access the above directories.
For MS SQL Server 2000/2005 databases:
[Database]
Provider=MSSQL
Server=(local)
IncidentDb=MyIncident
ClientDb=MyClient
ListBoxDb=MyListBox
If you use SQL Server Authentication, you must include the
Authentication, UserId and Password keywords in the
[Database] section as well. For example:
[Database]
Provider=MSSQL
Server=(local)
Authentication=SQL
UserId=SqlUser
Password=Password
IncidentDb=MyIncident

49. Chapter 2 Installation 39
ClientDb=MyClient
ListBoxDb=MyListBox
Where SqlUser is the MS SQL user you created in MS SQL
Server and Password is the password you defined for
SqlUser. You would normally give this user a very limited
access to the Aegis SYS database only.
For MS SQL Server 7.0 databases:
[Database]
Provider=MSSQL7
Server=(local)
IncidentDb=MyIncident
ClientDb=MyClient
ListBoxDb=MyListBox
If you use SQL Server Authentication, you must include the
Authentication, UserId and Password keywords in the
[Database] section as well. For example:
[Database]
Provider=MSSQL7
Server=(local)
Authentication=SQL
UserId=SqlUser
Password=Password
IncidentDb=MyIncident
ClientDb=MyClient
ListBoxDb=MyListBox
Where SqlUser is the MS SQL user you created in MS SQL
Server and Password is the password you defined for
SqlUser. You would normally give this user a very limited
access to the Aegis SYS database only.
For MySQL Server databases:
[Database]
Provider=MYSQL
Server=(local)
UserId=SqlUser
Password=Password
IncidentDb=MyIncident
ClientDb=MyClient
ListBoxDb=MyListBox

50. 40 Chapter 2 Installation
Where SqlUser is the MySQL user you created in MySQL and
Password is the password you defined for SqlUser. You
would normally give this user a very limited access to the
Aegis SYS database only.
Creating MS SQL Server Login
When you install the .NET Framework, it will create an ASPNET user
for Internet Information Services to run AegisWeb.
If you use MS SQL Server with Windows Authentication, you must
create a login for the ASPNET. You must also give this user the
appropriate permissions to access the Aegis databases.
Also give the NETWORK SERVICE user access to all the Aegis
databases.
File/Directory Access Permission
If you use MS Access database, you must give the ASPNET and
NETWORK SERVICE users read/write/create access to the database
and database directories.
You must also give the ASPNET and NETWORK SERVICE users
read/write/create access to the attachment directory specified in
AegisWeb.cfg.
Displaying Information in Logon Screen
You can define additional information to display when your users or
clients logon to AegisWeb. When you install AegisWeb, it will copy a
file called Info.txt into the destination directory. You can use any text
editor to edit this file to display different information.
Changing Company Logo
You can change the company logo shown on the logon screen by
copying your logo into the Images sub-directory. The file name must
be CoLogo.jpg and the maximum width should be 113 pixels and
height should be 73 pixels.
Starting AegisWeb
To run AegisWeb:
1. Start Internet Explorer.
2. If you are running AegisWeb internally within your company,
type in http://<Server Name>/AegisWeb/logon.aspx in
Internet Explorer where <Server Name> is the name of the
server where AegisWeb is installed.

51. Chapter 2 Installation 41
3. For your clients to run AegisWeb, they need to type in
http://<Web Site>/AegisWeb/logon.aspx where <Web Site> is
your company’s web site address. For example: www.abacus-
system.com/AegisWeb/logon.aspx.
You should also open AegisPortal.html (in the AegisWeb directory)
to look at the front end to access AegisWeb in different modes. You
can disable the browser's menus and toolbar when starting
AegisWeb. This is recommended so users cannot browse to another
site while in AegisWeb.
Disclaimer
The AegisWeb installation program will install a basic web site for the
AegisWeb application. We make no attempt to suggest or
recommend the overall security configuration of your web site and do
not accept any responsibilities for the security of your web site.
If you are going to deploy AegisWeb on a production Internet web
server, you should consult your System/Network Administrator and
Database Administrator to ensure that your AegisWeb web site is
configured in accordance with the security policies of your
organization.
Upgrading from Previous Version
This section is only applicable for existing Aegis users, if you have
never used Aegis before, please skip this section.
If you are using an earlier version of Aegis, you must convert all your
databases before you can use the latest version. Use the Database
Utility provided to convert your databases. To run the Database Utility,
select it from the program folder.
See Downloading Database Utilities on page 42.
From Version 5.x and Version 4.x
Choose File | Convert Database | To Current Version from the
Database Utility menu then follow the instructions on the screen.
From Version 3.7x
Choose File | Convert Database | To Current Version from the
Database Utility menu.
You must convert your databases in the following order:
1. System database (in AegisSysSys.mdb).
2. List box databases.

52. 42 Chapter 2 Installation
3. Incident databases. When converting the incident database,
you will be prompted for the client database. This step is
required to convert all Client and Contact Codes to Client and
Contact names.
4. Client databases. The client database must be converted last
because it is required for the incident database convert.
When you are prompted for the database to convert, make sure you
select the database in the order shown above.
From Version 3.65
If you are using version 3.65, your databases must also be converted
in multiple steps as shown below:
1. Use the 32 bit Database Utility to convert it to v3.70.
2. Run the Database Utility from the current version to convert it
to the latest format.
From Version 3.6 or earlier
If you are using version 3.6 or earlier, your databases must be
converted in multiple steps as shown below:
1. Use the 16 bit Database Utility to convert it to version 3.60.
2. Use the 32 bit Database Utility to convert it to version 3.70.
3. Run the Database Utility from the current version to convert it
to the latest format.
Downloading Database Utilities
If you are using an older version of Aegis, you may have to convert
your databases in multiple steps with different versions of the
Database Utilities. These Database Utilities can be downloaded from
our web site. The URLs are:
For 16 bit Database Utility
http://www.abacus-systems.com/download/dbu16.exe
For 32 bit Database Utility
http://www.abacus-systems.com/download/dbu372.zip.
Security Configurations
You must reconfigure your security configurations to include any new
features in the latest release.

53. Chapter 2 Installation 43
Using MS SQL Server
Aegis supports MS SQL Server 7/2000/2005 databases. However,
MS SQL Server is not included with Aegis - you must purchase and
install the product separately.
MS SQL Server Client Connection
To use MS SQL Server, you must have the appropriate MS SQL
Server software component install on your workstation and server.
To access an MS SQL Server database, as a minimum, you must
install the Client Connectivity component from the MS SQL Server
CD. Then create an Alias for the SQL Server you are connecting to.
For example, if your MS SQL Server is called ABACUS, you must
create an Alias called ABACUS in the Client Connectivity
configuration and include the following lines in your Aegis.INI file:
If you use MS SQL Server 2000/2005:
[Database]
Provider=MSSQL
Server=ABACUS
If you use MS SQL Server 7.0:
[Database]
Provider=MSSQL7
Server=ABACUS
Connecting to MS SQL Server
MS SQL Server can use the Windows NT/2000 user information to
validate the user. This option is only available when connecting to a
MS SQL Server running on Windows NT/2000. The client needs to be
part of a Windows NT domain or workgroup. The user needs to be
validated as a Windows NT user before access is granted.
You can also use SQL Server Authentication which is the standard
MS SQL Server security validation. This is the default and the only
available option when MS SQL Server is running on Windows 95/98.
It is optional when the server is running on Windows NT/2000. The
login must be added to the MS SQL Server before a user can log in.
Using Windows NT/2000 Authentication
There are no further steps required if you use Windows NT/2000
authentication.

54. 44 Chapter 2 Installation
Using SQL Server Authentication
If you use SQL Server authentication, there must be a way for Aegis
to connect to the Aegis’ system (Sys) database. The system
databases stores the user information.
The User Id and Password used for this is stored in the INI file as
described above.
To use SQL Server authentication when connecting to the server, the
INI file must contain the following:
[Database]
Provider=MSSQL
Server=<Server Name>
Authentication=SQL
User Id=<The User Id created in SQL Server>
Password=<The password for the user>
If you use MS SQL Server 7.0, change Provider to MSSQL7.
Since the User Id and Password is stored in the Aegis INI file, these
information can be exposed to unauthorized users.
To protect your MS SQL Server databases, you should do the
following:
• Create a user with only read access to the Aegis system
database.
• Use this User Id and Password in the Aegis INI file.
The User Id and Password specified in the Aegis INI file is only used
to connect to the system database. When you open an incident
database, Aegis will use the User Id and Password set up in Aegis to
connect to the incident database and all other databases.
User Id and Password
If you use MS SQL Server database with SQL Server authentication,
the User Id and Password in Aegis (which defaults to PASSWORD for
new users added) is tied in to MS SQL Server’s User Id and
Password.
If you change Aegis’ User Id/Password, it will not be change in MS
SQL Server. You will have to change it in MS SQL Server as well.
Also, if you added new users in future, you must also use MS SQL
Server to add these new users unless you create a Single Login in
Aegis. See Using MS SQL Single Login on page 45.

55. Chapter 2 Installation 45
Using MS SQL Single Login
A single login can be defined for all users. This option is only valid if
you use MS SQL Server with MS SQL Server authentication. This
allows you to define a single login for all clients and users instead of
having to define each one.
You only have to create this user in MS SQL Server. If you don’t
define a single login, for each Aegis user you added, you have to add
the corresponding user in MS SQL Server.
To define a single login, choose System | Configurations | Database|
Single Login from the menu.
Converting To MS SQL Server
This section is only applicable for existing Aegis users, if you have
never used Aegis before, please skip this section.
If you wish to convert your existing Access databases to MS SQL
Server, you must convert your current Access databases to the latest
version first. See Upgrading from Previous Version on page 41.
Once you have converted all your Access databases to the latest
version, you can then convert it to MS SQL Server format by following
the steps below:
1. Run the Database Utility from the Aegis program folder.
2. Choose File | Convert Database | Access To MS SQL Server
from the Database Utility menu.
3. Select a database and click on Open.
4. Select the MS SQL Server and click on Connect.
5. Change the Database Name, Data File Name, Log File Name
and Physical File Names if necessary and click on Convert.
6. Repeat the above first all other databases.
Converting Examples Databases to MS SQL Server
If you are evaluating Aegis and wish to try it on MS SQL Server, you
can convert all the example databases to SQL Server format.
To convert the example databases to SQL Server format:
1. Run the Database Utility from the Aegis program folder.
2. Choose File | Convert Database | Examples (Access) To MS
SQL Server.
3. Select the MS SQL Server and click on Connect.

56. 46 Chapter 2 Installation
4. Click on Convert.
Using MySQL Server
Aegis can also work with MySQL databases. However, MySQL
Server is not included with Aegis.
To use MySQL Server database, you must download MySQL Server
v5 or later.
Since Aegis is not open source software, a license is required to use
MySQL. This is the license requirement from the MySQL vendor.
Please contact us for latest pricing.
MySQL Server Client Connection
To use MySQL Server, you must have the appropriate MySQL Server
software component install on your workstation and server.
To access a MySQL Server database, you must also download
MySQL ODBC Connector 3.51 or later. The is used by Aegis to
connect to MySQL Server.
Connecting to MySQL Server
To connect to MySQL Server, you have to configure the Aegis INI file
and AegisWeb.Cfg (for AegisWeb).
The following entries must be inserted in to the Aegis INI file and
AegisWeb.Cfg file:
[Database]
Provider=MYSQL
Server=<Server Name>
User Id=<The User Id created in SQL Server>
Password=<The password for the user>
Where <Server Name> is the MySQL Server you wish to connect to.
If you use MySQL Server, there must be a way for Aegis to connect to
the Aegis’ system (Sys) database. The system database stores the
user information. The User Id and Password used for this is stored in
the INI file and AegisWeb.Cfg for AegisWeb.
Since the User Id and Password is stored in a text file, it can be
exposed to unauthorized users.
To protect your MySQL Server databases, you should do the
following:

57. Chapter 2 Installation 47
• Create a user with read only access to the Aegis system
database (Sys).
• Use this User Id and Password in the Aegis INI and
AegisWeb.Cfg file.
The User Id and Password specified in the Aegis INI file is only used
to connect to the system database. When you open an incident
database, Aegis will use the User Id and Password set up in Aegis to
connect to other databases.
User Id and Password
If you use MySQL Server database, the User Id and Password in
Aegis (which defaults to PASSWORD for new users added) is tied in
to MySQL Server’s User Id and Password.
If you change Aegis’ User Id/Password, it will not be change in
MySQL Server. You will have to change it within MySQL Server as
well.
Also, if you added new users in future, you must also use add these
new users unless you create a Single Login in Aegis. See Using
MySQL Single Login on page 47.
Using MySQL Single Login
A single login can be defined for all users. This option is only valid if
you use MySQL Server. This allows you to define a single login for all
clients and users instead of having to define each one.
You only have to create this user in MySQL Server. If you don’t define
a single login, for each Aegis user you added, you have to add the
corresponding user in MySQL Server.
To define a single login, choose System | Configurations | Database|
Single Login from the menu.
Converting To MySQL Server
This section is only applicable for existing Aegis users, if you have
never used Aegis before, please skip this section.
If you wish to convert your existing Access databases to MySQL
Server, you must convert your current Access databases to the latest
version first. See Upgrading from Previous Version on page 41.
Once you have converted all your Access databases to the latest
version, you can then convert it to MS SQL Server format by following
the steps below:
1. Run the Database Utility from the Aegis program folder.

58. 48 Chapter 2 Installation
2. Choose File | Convert Database | Access To MySQL from the
Database Utility menu.
3. Select a database and click on Open.
4. Enter the MySQL Server name, User Name and Password
then click on Connect.
5. Change the Database Name if necessary and click on
Convert.
6. Repeat the above first all other databases.
Converting Examples Databases to MySQL Server
If you are evaluating Aegis and wish to try it on MySQL Server, you
can convert all the example databases to MySQL Server format.
To convert the example databases to MySQL Server format:
1. Run the Database Utility from the Aegis program folder.
2. Choose File | Convert Database | Examples (Access) To
MySQL.
3. Enter the MySQL Server name, User Name and Password
then click on Connect.
4. Click on Convert.
Printer Set Up
Aegis uses installed Windows Printers to print reports. If you have
already configured the Windows Default Printer (using the Windows
Control Panel or another application) then printing from Aegis is
enabled immediately after installation.
Regional Settings
Aegis will format Numbers, Currency, Date and Time according to
your Regional Options in Control Panel.
If you change your regional settings, it is recommended that you
restart Aegis for the new settings to take effect.

59. Chapter 3
Guided Tour
This chapter takes you on a tour of Aegis using the example database
supplied. By the end of this chapter you will be able to find your way
around the system, add new clients and contacts, add new incidents,
new problems, raise a change request (RFC), responding to an
incident, problem or RFC, close an incident, problem or RFC, add
new CIs (Assets) and define relationship between CIs, use the tools
provided and generate reports.
Aegis is visual. The tabs and tool bars make a ‘point and click’
approach natural. All Aegis' functions are accessible through menus
and the keyboard.
Starting Aegis
Press TAB to The installation process installs several icons that start Aegis. The
move from User most general of these is the Aegis icon. Use this icon to start Aegis
Id to Password. with no default User Id and Password.
To start Aegis:
1. Open the Aegis program folder and select Aegis.
2. The Logon window displayed.
3. Enter your User Id and Password. Upper or lower case letters
can be used. You must have logon access to log on to Aegis.
If you downloaded the demo version from our web site, enter
ADMIN for the User Id and PASSWORD for Password
4. Press ENTER or click OK to logon.
Everyone who uses Aegis should be assigned their own User Id by the
administrator (the password always defaults to PASSWORD when a
new user is added). Then, after the user starts Aegis for the first time,
they can set their own private Password.
Opening the Example Database
To open the example database:

60. 50 Chapter 3 Guided Tour
1. Choose File | Open from the menu.
2. Double-click on EgIncident.mdb. If you are using Aegis Client
Management, double-click on EgClient.mdb.
To open the example database with access to all the features in
Aegis, double-click on the icon labeled Logon as ADMIN. The ADMIN user
is a predefined User Id with full access to all Aegis facilities.

61. Chapter 3 Guided Tour 51
The Main Aegis Window
The main window To use Aegis effectively, you must be familiar with the main window
is the central and how to access it’s extensive list of features from the main
working area in window.
Aegis. From here
you can start any When you start Aegis Service Desk and open the example incident
task. database (EgIncident.mdb) you will see a window to the one shown
below. This is the main Aegis window and you can access everything
from here.
If you are using Aegis Help Desk, the window will look similar except the
Problems and RFCs folders will not be visible.
If you are using Aegis Defect Tracking, the Problems, RFCs and CIs
folders will not be visible. If you are using Aegis Client Management, only
the Clients folder will be visible.
Menus
All Aegis commands can be selected from the menus. To choose a
menu item:
Choosing a Press ALT+ the underlined letter in the menu item you want. For
menu item with example, press ALT+F to choose the File menu. To select an item
the keyboard. from the File menu, type the underline letter or use UP ARROW or DOWN
ARROW to highlight the menu item and press ENTER to choose it.
Choosing a Alternatively, point to a menu item with the mouse and click once with
menu item with the left mouse button to choose it. Release the mouse button when
the mouse. the required menu item is highlighted. The last menu item highlighted
is activated.

62. 52 Chapter 3 Guided Tour
Pop up menus. Aegis supports pop up menus. To display a pop up menu:
• Click the right mouse button.
Click the right
mouse button to
display a pop up
menu.
Tool Bar
Use the tool bar to quickly select the action you want. All the buttons
on the tool bar are shortcuts for menu items.
Note that buttons may be disabled (shown dimmed) if you don’t have
access to the function for security reasons.
Creates a new database.
Open an existing database.
Add a new record.
Edit record.
Copy record.
View record.
Delete record.
E-mail record.
Reply e-mail.

63. Chapter 3 Guided Tour 53
Forward e-mail.
Print record.
Find record (turn on filter bar).
Clear filter bar.
Refresh data.
Count records.
Attachments.
Show all child records for a parent record or all records in a
sub-folder.
Tag/untag record.
Display record information.
Show preview pane.
Define filters.
Define views.
Define sort fields.
Define cell styles.
Broadcast message.
Knowledge base.
Frequently asked questions.
Call queue.
Define graphs.
Note-IT!
Exit Aegis

64. 54 Chapter 3 Guided Tour
Folders
The folders on the left allow you to quickly navigate to different
sections of Aegis.
Incidents folder
Incidents - Responses
sub-folders
You can change the folder names and hide folders that you don’t use.
To change the folder names, choose System | Configurations |
Display | Folders from the menu.
The Problems and RFCs folders are only applicable for Aegis Service
Desk. The CIs (Assets) folder is only applicable for Aegis Service
Desk and Aegis Help Desk. If you are using Aegis Client
Management, only the Clients folder will be visible
Incident Folders
The Incidents folders on the left allow you to quickly navigate to
different sections of the Incident Management module of Aegis.

65. Chapter 3 Guided Tour 55
For each incident, there is a set of sub-folders that are child records
for the incident. You can add unlimited records in each child folder.
For example, you can add unlimited responses or notes for each
incident.
Incidents folder
Incidents - Responses
sub-folders
Incidents This folder shows all incidents or incidents
selected by the current filter.
Affected Clients This sub-folder shows other clients that are
affected by the incident.
Assigned To History This sub-sub-folder shows the incident
assignment history.
Call Backs This sub-folder shows all scheduled call
backs for the incident.
E-mails This sub-folder shows all e-mail
correspondences for the incident.

66. 56 Chapter 3 Guided Tour
Impact This sub-folder shows all impacts
determined for the incident.
Notes This sub-sub-folder shows all notes added
for the incident.
Parts Used This sub-folder shows all the parts used to
resolve the incident.
Release History This sub-folder shows all the incident
release history.
Responses This sub-folder shows all the work or action
performed on the incident.
Scheduled Tasks This sub-folder shows all scheduled tasks
for the incident.
Steps To Reproduce This sub-folder allows you to record the
steps to reproduce the incident.
Time & Cost Estimates This sub-folder shows the estimated time
and cost to resolve the incident.
URLs This sub-folder shows the URLs linked to
the incident.
Related Incidents This sub-folder shows other incidents that
are related to the current incident.
Related Problems This sub-folder shows all problems that are
linked to the incident.
Related RFCs This sub-folder shows all RFCs raised or
related to the incident.
Affected CIs This sub-folder shows CIs (Assets) that are
affected by the incident.
To display all incidents:
1. Click on the Incidents folder.
To view incident record:
1. Double click on an incident.
2. Or choose Tasks | View from the menu or click on the View
button on the tool bar to display the incident record.
To view response history for an incident:
1. Click on an incident to select it.

67. Chapter 3 Guided Tour 57
2. Click on the Responses sub-folder. This will display all the
responses for the selected incident on the bottom grid.
To view assignment history for an incident:
1. Click on an incident to select it.
2. Click on the Assigned To History sub-folder. This will display
all the assignment history for the selected incident on the
bottom grid.
The Incidents folder is not applicable for Aegis Client Management.
Problem Folders
The Problems folders on the left allow you to quickly navigate to
different sections of the Problem Management module of Aegis.
For each problem, there is a set of sub-folders that are child records
for the problem. You can add unlimited records in each child folder.
For example, you can schedule unlimited tasks, add unlimited
responses and notes for each problem.

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Problems folder
Problems - Responses
sub-folders
Problems This folder shows all problems or problems
selected by the current filter.
Affected Clients This sub-folder shows other clients that are
affected by the problem.
Assigned To History This sub-sub-folder shows the problem
assignment history.
Call Backs This sub-folder shows all scheduled call
backs for the problem.
E-mails This sub-folder shows all e-mail
correspondences for the problem.
Impact This sub-folder shows all impacts
determined for the problem.
Notes This sub-sub-folder shows all notes added
for the problem.

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Parts Used This sub-folder shows all the parts used to
resolve the problem.
Responses This sub-folder shows all the work or action
performed on the problem.
Scheduled Tasks This sub-folder shows all scheduled tasks
for the problem.
Time & Cost Estimates This sub-folder shows the estimated time
and cost to resolve the problem.
URLs This sub-folder shows the URLs linked to
the problem.
Related Incidents This sub-folder shows all incidents that are
linked to the problem.
Related Problems This sub-folder shows other problems that
are related to the current problem.
Related RFCs This sub-folder shows all RFCs raised or
related to the problem.
Affected CIs This sub-folder shows CIs (Assets) that are
affected by the problem.
To display all problems:
1. Click on the Problems folder.
To view problem record:
1. Double click on a problem.
2. Or choose Tasks | View from the menu or click on the View
button on the tool bar to display the problem record.
To view response history for a problem:
1. Click on a problem to select it.
2. Click on the Responses sub-folder. This will display all the
responses for the selected problem on the bottom grid.
To view assignment history for a Problem:
1. Click on a problem to select it.
2. Click on the Assigned To History sub-folder. This will display
all the assignment history for the selected problem on the
bottom grid.

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The Problems folder is only applicable for Aegis Service Desk.
RFC Folders
The RFCs folders on the left allow you to quickly navigate to different
sections of the RFC Management module of Aegis.
For each RFC, there is a set of sub-folders that are child records for
the RFC. You can add unlimited records in each child folder. For
example, you can add unlimited approval logs, responses and notes
for each RFC.
RFCs folder
RFCs - Responses
sub-folders

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RFCs This folder shows all RFCs or RFCs
selected by the current filter.
Affected Clients This sub-folder shows other clients that are
affected by the incident.
Approval Logs This sub-folder the approval history for the
RFC.
Assigned To History This sub-sub-folder shows the RFC
assignment history.
Back Out Plans This sub-folder shows the RFC back out
plans.
Call Backs This sub-folder shows all scheduled call
backs for the RFC.
E-mails This sub-folder shows all e-mail
correspondences for the RFC.
Impact This sub-folder shows all impacts
determined for the RFC.
Implementations This sub-folder shows the implementation
plans for the RFC.
Notes This sub-sub-folder shows all notes added
for the RFC.
Outages This sub-folder shows the scheduled
outages for the RFC.
Parts Used This sub-folder shows all the parts used to
resolve the RFC.
Release This sub-folder shows all release details for
the RFC.
Responses This sub-folder shows all the work or action
performed on the RFC.
Reviews This sub-folder shows the post
implementation reviews for RFC.
Scheduled Tasks This sub-folder shows all scheduled tasks
for the RFC.
Test This sub-folder shows the test plans and
results for the RFC.
Time & Cost Estimates This sub-folder shows the estimated time
and cost to resolve the RFC.

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URLs This sub-folder shows the URLs linked to
the RFC.
Related Incidents This sub-folder shows all incidents that are
linked to the RFC.
Related Problems This sub-folder shows all problems that are
linked to the RFC.
Related RFCs This sub-folder shows other RFCs that are
related to the current RFC.
Affected CIs This sub-folder shows CIs (Assets) that are
affected by the RFC.
To display all RFCs:
1. Click on the RFCs folder.
To view RFC record:
1. Double click on a RFC.
2. Or choose Tasks | View from the menu or click on the View
button on the tool bar to display the RFC record.
To view response history for an RFC:
1. Click on an RFC to select it.
2. Click on the Responses sub-folder. This will display all the
responses for the selected RFC on the bottom grid.
To view assignment history for an RFC:
1. Click on an RFC to select it.
2. Click on the Assigned To History sub-folder. This will display
all the assignment history for the selected RFC on the bottom
grid.
The RFCs folder is only applicable for Aegis Service Desk.
CI Folders
The CIs (Assets) folders on the left allow you to quickly navigate to
different sections of the CI Management module of Aegis.
For each CI, there is a set of sub-folders that are child records for the
CI. You can add unlimited records in each child folder. For example,
you can add unlimited service history and notes for each CI.

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CIs folder
CIs – Related CIs
sub-folders
CIs This folder shows all CIs or CIs selected by
the current filter.
Assigned To History This sub-sub-folder shows the CI
assignment history.
Audit History This sub-sub-folder shows the CI audit
history.
Call Backs This sub-folder shows all scheduled call
backs for the CI.
Components The sub-folder shows all components that
made up a CI.
E-mails This sub-folder shows all e-mail
correspondences for the CI.
Notes This sub-sub-folder shows all notes added
for the CI.
Service History This sub-folder shows all the CI service
history.
URLs This sub-folder shows the URLs linked to
the CI.

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Related Incidents This sub-folder shows all incidents that are
linked to the CI.
Related Problems This sub-folder shows other problems that
are related to the CI.
Related RFCs This sub-folder shows all RFCs raised or
related to the CI.
Related CIs This sub-folder shows child CIs (Assets)
that are related to the current CI.
To display all CIs:
1. Click on the CIs folder.
To view CI record:
1. Double click on a CI.
2. Or choose Tasks | View from the menu or click on the View
button on the tool bar to display the CI record.
To view assignment history for a CI:
1. Click on a CI select it.
2. Click on the Assigned To History sub-folder. This will display
all the assignment history for the selected CI on the bottom
grid.
The CIs folder is only applicable for Aegis Service Desk and Aegis
Help Desk.
Client Folders
The Clients folders on the left allow you to quickly navigate to different
sections of the Client Management module of Aegis.
For each Client, there is a set of sub-folders that are child records for
the Client. You can add unlimited records in each child folder. For
example, you can add unlimited activities or notes for each Client.

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Clients folder
Clients - Activities
sub-folders
Clients This folder shows all clients and contacts
or clients and contacts selected by the
current filter.
Activities This sub-folder shows client activities.
Call Backs This sub-folder shows all scheduled call
backs for the client.
E-mails This sub-folder shows all e-mail
correspondences for the client.
Feedback This sub-folder shows all feedback from
the client.

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Implementations This sub-folder allows you to record any
product implementation at client sites.
Invoices This sub-folder shows all invoices for the
client.
Logins You can store all client logins information in
this sub-folder. This makes it easy to
lookup for application or system login Id
and password when requested by a client.
Notes This sub-sub-folder shows all notes added
for the client.
Offers This sub-folder shows all offers made to
the client.
Products This sub-folder shows all products
purchased by the client.
Quotations This sub-folder shows all quotations for the
client.
Release History This folder allows you to track the releases
or products sent to clients. You can track
different products and version number of
each product.
RMAs This sub-folder shows all returned
merchandise from the client.
Sales Opportunities This sub-folder shows all sales
opportunities for the client.
SLAs This sub-folder shows all SLAs defined for
the client.
URLs This sub-folder shows the URLs linked to
the client.
Incidents This sub-folder shows all incidents reported
by the client.
Problems This sub-folder shows all problems for the
client.
RFCs This sub-folder shows all RFCs raised for
the client.
CIs This sub-folder shows all CIs (Assets)
assigned to the client.

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To display all Clients:
1. Click on the Clients folder.
To view Client record:
1. Double click on a Client.
2. Or choose Tasks | View from the menu or click on the View
button on the tool bar to display the Client record.
To view Client Activities:
1. Click on a client to select it.
2. Click on the Activities sub-folder. This will display all the
activities for the selected client on the bottom grid.
Note: If you are using Aegis Client Management, only this folder will
be visible.
Tools
Aegis provides you with a set of powerful tools to make your daily task
easy. You can use these tools to select and sort records, define which
fields to display on the window and apply cell styles to records.
The following tools are available:
Filters Filters are powerful facility in Aegis that
allows you to do exactly that - filter your
database to look at records of interest to
you. Several predefined filters are supplied
and you can add your own (provided you
have been granted access). You can filter
by any field or combination of fields.
Views Views allow you to select specific fields to
be displayed on the grid on the main
window. You can define an unlimited
number of views. All the views you defined
will appear in the view list box on the main
window.
Sort Fields User defined sort fields allow you to sort
your records by more than one field. For
example, you can sort your records by
Incident No. in ascending order, followed
by Status in descending order and Call
Type in ascending order.

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Cell Styles Cell Styles allow you to highlight records
based on the value of a field. For example,
if Priority is Low, set the color to green, if
High, set it to red. You can define unlimited
number of cell styles and link them to
filters, views and sort fields.
Grid View The grid view allows you to change the
layout of the grid.
The examples provided in the sections to follow are based on the
Incidents folder. These tools are also available for Clients, Problems,
RFCs and CIs.
Filters
Filters are powerful facility in Aegis that allows you to do exactly that -
filter your database to look at records of interest to you. Several
predefined filters are supplied and you can add your own (provided
you have been granted access). You can filter by any field or
combination of fields.
Filters can also be used in reports, graphs, import, export, broadcast
message and mail merge operation. You can define an unlimited
number of filters. All the filters you define will appear in the filter list
box on the main window.
The filter list box displays all the filters defined and allows a selected
filter to be applied to the records displayed. Only one filter can be in
effect at any one time.
When you exit Aegis, the current filter is saved and restored when you
run Aegis again.
Filter allows you to select only the records that interest you. For
example, you can define a filter to show only incidents allocated to
you or incidents for a particular client. You can create unlimited
number of filters for clients, incidents and assets.
To select a filter:
1. Click on the Filters drop down list box to display a list of filters.
2. Click on the filter you want.

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Filters
Select a filter To display all the incidents allocated to the user ADMIN (the default
from the drop logon User Id, select the filter called Assigned To Me from the drop down
down list to see list. Only incidents allocated to you (as ADMIN) are now displayed.
only those
incidents you are
interested in.
Now you can work on just the incidents that concern you without
being distracted by all the other incidents in the database. Note that
the records are also colored. This filter has got cell style attached to it.
A filtered list Notice that the Status of a number of incidents equals Closed. You are
makes it easy to not interested in these any more. To eliminate Closed incidents from
concentrate on the list select the filter called Closed Calls. This filter shows all
the incidents you
want.
unresolved calls for all users, not just incidents allocated to you.

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The Assigned To Me and Opened Calls filters are provided in the example
database. Select <All Records> to remove filtering and see all the
incidents in the database.
To see the filter definition:
1. Choose Tools | Filters from the menu or click on the Filters
button on the tool bar.
2. If the Incidents folder is not visible, click on the Incidents bar.
3. Click on the Incidents folder to display all the filters defined for
incidents.
4. Click on Opened Calls and click Edit on the Tasks bar.

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This filter selects all incidents where the <Date Closed> system field is
null (when you close a call, Aegis will set the <Date Closed> field to the
date you close the call).
To define filters:
1. Choose Tools | Filters from the menu or click on the Filters
button on the tool bar.
2. Click on the Incidents folder to display all the filters defined for
incidents.
3. Click Add on the Tasks bar.
Views
Views allow you to select specific fields to be displayed on the grid on
the main window. You can define an unlimited number of views. All
the views you defined will appear in the view list box on the main
window.
The grid on the main window displays all the views you have defined
and are specific to each database. When you open another database,
it has its own set of views.

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The view list box displays all the views defined and allows a selected
view to be applied to the records displayed. Only one view can be in
effect at any one time.
When you exit Aegis, the current view is saved and restored when
you run Aegis again.
View allows you to display only the required fields. For example you
might only be interested in looking at the Reference Number, Status, Client
Name and Overview fields.
To select a view:
1. Click on the View drop down list box to display a list of views.
2. Click on the view you want.
Views
View only works on the grid. All fields will still be shown on the details
page on the main window. By defining different views and filters, you
can effectively create many different reports.
If you regularly want to see a particular arrangement of columns on
the Incidents folder, then you can define the view you want and recall
it at any time.
For example, to display all the incidents by client, select the view
called By Client, Status, Priority, Date Reported from the view drop down list
(the second drop down list).

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With this filter and view, you are currently viewing all opened calls
group by clients.
Dragging Columns
Frequently, the default column arrangement will show items that do
not interest you, and fail to show items that you want to see. There
are two ways to rearrange the display:
• Use the mouse to drag the column headings you want to see to
the left. You can also drag column borders to the left to close up
columns you want to suppress.
• Create a View that includes just the information you want, in the
arrangement you want. Views can be saved and restored later.
Scrolling the Display
The column display of incidents and responses can be scrolled in
several different ways to show the information you want:
• Click on the horizontal and vertical scroll bars to move the
display left, right, up or down.
• Press PAGE UP and PAGE DOWN to scroll the list up or down by a
page.
• Use the ARROW KEYS to move the display left or right and to
move the highlight up and down.
To see the view definition:
1. Choose Tools | Views from the menu or click on the Views
button on the tool bar.

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2. Click on the Incidents folder to display all the views defined for
incidents.
3. Click on By Client, Status, Priority, Date Reported and click Edit on
the Tasks bar.
To define views:
1. Choose Tools | Views from the menu or click on the Views
button on the tool bar.
2. Click on the Incidents folder to display all the views defined for
incidents.
3. Click Add on the Tasks bar.
Sort Fields
User defined sort fields allow you to sort your records by more than
one field. For example, you can sort your records by Incident No. in
ascending order, followed by Status in descending order and Call
Type in ascending order. You can define an unlimited number of sort
fields for any folder except the Incident Links folder. Only non MEMO
fields can be sorted.
The sort fields list box displays all the fields from the record (for the
folder you are currently viewing) and all user defined sort fields.

85. Chapter 3 Guided Tour 75
When you exit Aegis, the current sort field is saved, and restored
when you run Aegis again.
Carrying on from previous example on Views, the sort field drop down
list box is currently disabled because the incidents are currently
grouped by Clients. When the grid is in Group View, the sort fields will
be disabled.
To change it, click on the Grid View drop down list box and select
Normal.
Grid View
You can now select how to sort the incidents by clicking on the Sort
Fields drop down list box then select Incident No. and Priority.
To select a sort field:
1. Click on the Sort Fields drop down list box to display a list of
fields from the record or the sort fields you have defined.
2. Click on the sort field you want.
Sort Fields Sort in Ascending Order
Sort in Descending Order
Use the sort order buttons to select the sort order. If a user defined
sort field is selected, the sort order buttons will be disabled because it
is already defined for the individual fields.
You can also hold the Ctrl key and click on the grid header to sort the
grid by the selected column.

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To change the sort order:
1. Click on the sort button, or
2. Press CTRL + UP ARROW to sort in ascending order or CTRL +
DOWN ARROW to sort in descending order.
Once you have selected a sort order, Aegis will re-sort and redisplay
the records.
To see the sort field definition:
1. Choose Tools | Sort Fields from the menu or click on the
Sort Fields button on the tool bar.
2. Click on the Incidents folder to display all the sort fields
defined for incidents.
3. Click on Incident No. and Priority and click Edit on the Tasks bar.

87. Chapter 3 Guided Tour 77
To define sort fields:
1. Choose Tools | Sort Fields from the menu or click on the
Sort Fields button on the tool bar.
2. Click on the Incidents folder to display all the sort fields
defined for incidents.
3. Click Add on the Tasks bar.
Cell Styles
Use cell styles to define how a column on the grid should be
highlighted. For example, if Priority is Low, set the color to green, if High,
set it to red. You can also link Cell Styles to Filters, Views and Sort
Fields. You can define unlimited number of cell styles and link them to
filters, views and sort fields.
To apply a cell style to the grid:
1. Choose Tools | Cell Styles from the menu or click on the
Cell Styles button on the tool bar.
2. If the Incidents folder is not visible, click on the Incidents bar.
3. Click on the Incidents folder to display all the cell styles
defined for incidents.
4. Click on By Priority and click Use on the Tasks bar. To view the
definition click Edit on the Tasks bar.
Here are some sample cell styles that can be defined.

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To define cell styles:
1. Choose Tools | Cell Styles from the menu or click on the
Cell Styles button on the tool bar.
2. Click on the Incidents folder to display all the cell styles
defined for incidents.
3. Click Add on the Tasks bar.
Quick Reports
You can easily generate unlimited reports using the tools described
above.
To print a report, click on the Print button on the tool bar. You can
send the report to a preview window, printer, to a file or e-mail it to a
user or client.
If you print it to a file, you can print it to HTML format or text delimited.
If you want to export records to Excel, you can use filters, views and
sort fields and print it to an HTML file that can be opened by Excel.
Generating reports is as simple as select a filter, view, sort fields and
applying a cell style and clicking on the Print button on the tool bar.
Grid View
Grid view allows you to change the layout of the grid. To select a grid
view:
1. Click on the Grid View drop down list box.
2. Click on the grid view you want.

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Grid View
Normal View
The grid will display records in rows. Rows will be represented
vertically and columns horizontally.
Group View
When set to Group View, a grouping area is created at the top of the
grid; any columns that are placed into this area become part of the
group, forming a new split. When in group view mode, grid columns
can be moved into or out of the grouping area by selecting and
dragging a column into or out of the grouping area.

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Form View
The grid will display the record in a form view format.
Inverted View
The grid will flip the display, rows will be represented horizontally and
columns vertically.

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Information Area
The information area displays Client, Incident, Problem, RFC or CI
information depending on which folder you are currently viewing. This
is just below the Filters, Views, Sort Fields and Grid View list boxes.
The information area provides you with a view of the Parent record
when viewing sub-folder records. For example, when viewing client
invoices, the information area shows you the client details.
Client Information Area
Incident Information Area
Problem Information Area
RFC Information Area

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CI Information Area
Filter Bar
The filter bar allows you to search for records on any fields. To turn on
the filter bar, press CTRL + F or click on the Find button on the tool bar.
Filter Bar
To clear all the values you entered in the filter bar, press F4 or click on
the Clear Filter Bar button on the Tool Bar.
You can include the following compare operators in the filter bar.
= To search for an exact match use this
operator. For example, if you enter = Open
in the Status column, it will search for
Open incidents only.
> Search for a value greater than what you
entered. For example, if you enter > 50 in
the Actual Cost column, it will search for all
incidents where the Actual Cost is greater
$50.00.
< Search for a value less than what you
entered. For example, if you enter < 50 in
the Actual Cost column, it will search for all
incidents where the Actual Cost is less
than $50.00.
>= Search for a value greater than or equal to
what you entered. For example, if you
enter >= 50 in the Actual Cost column, it

93. Chapter 3 Guided Tour 83
will search for all incidents where the
Actual Cost is greater than or equal to
$50.00.
<= Search for a value less than or equal to
what you entered. For example, if you
enter <= 50 in the Actual Cost column, it
will search for all incidents where the
Actual Cost is less than or equal to $50.00.
<> Search for a value that is not equal to what
you entered. For example, if you enter <>
Open in the Status column, it will search
for all incidents where the Status is not
equal to Open.
Tab Pages
Click on the tabs
to view different
information.
The tab pages show the information in different ways depending on
your current task. The Incidents tab page shows all incident records
currently selected by a filter. The other tab pages show the full details
for the selected record. You can completely customize the tab pages.
Status Bar
Information in the status bar changes as you work, displaying help
text, indicators and other information.

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Attachment Indicator
If the attachment indicator is visible, you can click on it to display a list
of attachments for the record.
Tag Indicator
If the current record is tagged, the tag indicator appears.
Bookmark Indicator
Shows you the current bookmark dropped for the selected record, if
any. You can drop up to nine bookmarks. Bookmarks are active only
for the current session. Next time you use Aegis all Bookmarks are
removed. Use bookmarks in conjunction with Find to locate records
and to jump quickly from one record to another. Bookmarks are only
available for incident records.
The Lookup Button
The presence of a Lookup button next to a field indicates that a list
box (lookup values) is attached to the field.
In edit mode (when a record is being added or edited) the Lookup
button provides access to the values in the List Box. If you are not in
edit mode, clicking on the Lookup button will display full details for the
field.

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LookUp Button
To display the list box values during edit mode:
1. Click the Lookup button for the field to display the list box or
2. Press F2 or
3. Double-Click on the field.
To display the client details, press CTRL+D or right click on the
lookup button.
Auto Complete
Aegis also provides you with an Auto Complete feature that allows you
to quickly add records to the database. Auto Complete will match up
values as you type.
To see how this works:
1. Click on the Incidents folder.
2. Press the INS key, click on the Add button on the Tool Bar or
choose Record | Add.

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The above window will be shown when you are adding or editing an
incident. Note that the fields shown are from the Example database.
You can completely change all the fields and window.
1. Go to the Client field and type in P, Aegis will fill the field with
Planet Software.
2. Press TAB to tab off the field. Aegis will fill in the Contact with
Daniel Lim. This is the populate option feature in Aegis.
3. Go to the Category field and type in E, Aegis will fill the field
with Enhancements.
4. Once you have entered all the required data, press F3.
5. To cancel your changes without saving, press ESC.
Scrolling Records
You can use the Up arrow and Down arrow keys to scroll through
data. Up arrow will read previous value and Down arrow will read the
next value.
Keyboard Shortcuts
The following are the keyboard shortcuts in Aegis.
Main Window
Ctrl + N Creates a new database.

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Ctrl + O Open a database.
Ctrl + Shift + C Copy record to clipboard
Ctrl + Shift + A Add a new activity from the Clients folder.
This is only applicable for the Clients
folder.
Ctrl + R Go to Responses folder. This is only
applicable for the Incidents, Problems and
RFCs folders.
Ctrl + Shift + R Add a new response for Incident, Problem
or RFC. This is only applicable for the
Incidents, Problems and RFCs folders.
Ctrl + Shift + C Add a new CI component from the Assets
folder. This is only applicable for then
Assets folder.
Ctrl + Shift + I Add a new incident for a client. This is only
applicable for then Clients folder.
Ctrl + Ins Pop up the Add New menu.
Ctrl + F Turn on the filter bar to find records.
F4 Clear values entered in the filter bar.
Ctrl + H Display change history. This option is only
applicable for the client, incident, CI and
response records.
Ctrl + S Display all records in the select sub-folder.
This option is only available when you are
currently in a sub-folder, for example, the
ClientsActivities sub-folder. The
ClientsActivities sub-folder shows all
activities for a selected client, pressing Ctrl
+ S will display all activities for all clients.
Space Bar Tab/untag current record. This option is
only applicable for the client, incident and
CI records.
1 to 9 Drop bookmark. This option is only
applicable for the Incidents folder.
Ctrl + B Broadcast message.
Ctrl + K Search knowledge base.
Ctrl + Q Display system queue.

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Ctrl + X Run an external program.
Ctrl + Up Arrow Sort all records in ascending order. This
option is only applicable for the client,
incident and CI records.
Ctrl + Down Arrow Sort all records in descending order. This
option is only applicable for the client,
incident and CI records.
Browsing Records
Home Go to first record.
End Go to last record.
Up Arrow Go to previous record.
Down Go to next record.
Shift + Home Go to first column on the grid.
Shift + End Go to last column on the grid.
Ctrl + Home Go to first record and first column on the
grid.
Ctrl + End Go to last record and last column on the
grid.
Page Up Display previous page of records.
Page Down Display next page of records.
Ctrl + Shift + F Find parent record. This short cut key is
only applicable when you are currently on a
sub-folder.
Alt + Up Arrow Go to the previous parent record. For
example, if you are currently on the
Responses folder, pressing Alt + Up Arrow
will display the previous incident record and
all responses for it. You will still remain in
the Responses folder.
Alt + Down Arrow Go to the next parent record. For example,
if you are currently on the Responses
folder, pressing Alt + Down Arrow will
display the next incident record and all
responses for it. You will still remain in the
Responses folder.

99. Chapter 3 Guided Tour 89
Miscellaneous
F1 Help.
F2 Look up record during data entry.
F3 Save a record during data entry.
F5 Refresh data.
Ins Insert/add a new parent record (top grid).
Shift + Ins Add a new child record (bottom grid).
Ctrl + T Add new record using a template. Only
applicable on the main window.
Ctrl + E Edit record.
Ctrl + C Copy record.
Ctrl + Alt + V View record.
Delete Delete a record.
Ctrl + M E-mail record.
Ctrl + P Print record.
Ctrl + A Attachments.
Ctrl + S Select record. This option is only applicable
when Select appears on the Tasks Bar
when display a list box during data entry.
Cancel Cancel changes during data entry.
Alt + Left Arrow Go to previous tab page.
Alt + Right Arrow Go to next tab page.
Ctrl + I Display record information.
Ctrl + D Display record details. For example, when
editing incidents, you can press Ctrl + D on
the Client field to show client details.

100. Index
A CI 82
Add Ons................................... Client 81
Active Directory...............4 Incident81
Database Monitor............4 RFC 81
E-mail Server...................4 Problem........................81
Escalation........................5 K
Live Graphs.....................5 Keyboard Shortcuts.............86
System Alerts..................5 Browsing Records.........88
Workstation Audit............6 Main Window.................86
Report Scheduler ...........5 Miscellaneous................89
Tasks Scheduler ............6 L
Aegis License
Starting 49 Agreement.......................2
Auto Complete.....................85 Logon
C Password.......................49
Cell Styles............................77 Lookup Button......................84
E M
example database................13 Main Window.......................51
Example Database...............49 Tab Pages.....................83
Opening.........................49 Menus
F Main Window.................51
Filter Bar..............................82 MS SQL Server........................
Filters 68 Client Connection..........43
Folders 54 Connecting To...............43
CI 62 SQL Server Authentication
Client 64 ..........................44
Incident54 Using 43
Problem.........................57 Converting To...............45
RFC 60 Windows Authentication
G ..........................43
Grid View.............................78 MySQL Server.........................
Form 80 Client Connection..........46
Group 79 Connecting To...............46
Inverted.........................80 Using 46
main window..................78 Converting To...............47
Normal 79 P
H Pop Up menus.....................52
Help Printer Setup........................48
How to Get Help............13 Products...................................
On line help...................14 Add Ons..........................3
I Aegis Client Management3
Information Area..................81 Aegis Defect Tracking.....3

101. Chapter 3 91
Aegis Help Desk..............2
Aegis Service Desk.........2
Comparison.....................7
Supported Database......13
Web Version....................3
R
Regional Settings.................48
Reports 78
HTML 78
S
Scrolling the display.............73
Searching help.....................14
Sort Fields............................74
Status 69
Status Bar............................83
Attachment Indicator.....84
Bookmark Indicator........84
Tag Indicator.................84
System Requirements..............
Hardware.................16, 26
Software........................26
T
tabs 49
Tool Bar...................................
Main Window.................52
Tools 67
V
Views 71
Suppressing Columns. . .73
Dragging Columns........73
Scrolling Records................86