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Introduction to Novo Solutions
Software License
SaaS Agreement (Hosted)
Glossary
Submitting Tickets to Novo Solutions
Service Catalog
Novo SLA
Novo Premium SLA
Obtain & Apply a new License
Upgrade Guides
From 4.3 and above
System Requirements
Step 1 - Novo Config Tool Download
Step 2 - Install the Update
Step 3 - Indexing (HD & KB Only)
Setup Windows Search on Server 2008
Setup Windows Search on Server 2003
Step 4 - Novo Mail (Novo Mail Service Only)
Step 5 - PC Inventory
PC Inventory Configuration
File System
PC Inventory Scripting
Editing the GPO
Windows 2003
Step 6 - Common Upgrade Errors
Update Version 4.3 or later (Proxy)
Public Access in 4.5 and Beyond
Novo Documentation Library
Usage Guides
All About Searches
Advanced Search - Assets
Advanced Search - Knowledge Base
Advanced Search - Requests
Keywords
Natural Language
The Search Log
Search Relevance
Search Syntax
Software Admin's Guide
Common Configuration Items
Getting Started
Common Settings
Contacts Settings
Other Settings
Setup the Profile
The Attachment Store
Admin & Public Access
Administrative Users
Admin Active Directory
Scenario 1: Integrated Windows Authentication
Scenario 2: Anonymous Windows Authentication
Managing Administrative Users
Creating and Editing Admin Users
Create & Edit Roles
General Role Permissions
Accounts & Contacts Role Permissions
KB Role Permissions
Request Manager Role Permissions
Asset Management Role Permissions
WF Role Permissions
Groups
Public Users
Public Active Directory
Scenario 1: Integrated Windows Authentication
Scenario 2: Anonymous Windows Authentication
Import & Refresh Accounts & Contacts from AD
Contact Mapping Options
Map Contacts by Group
Map Contacts By AD Field
Refresh/Import Contacts Without Mapping
Mapping by OU
Populate fields from AD
Populating UDF's from AD
Populating Predefined Fields from AD
Managing Public Users
Enable Accounts
Creating an Account
Editing & Deleting Accounts
Contacts
Creating a Contact
Editing and Deleting a Contact
Creating & Editing Contact Roles
End User Role Permissions
Default Roles
Enable Shared Logins
Flat Contacts
3rd Party Authentication Tool
Searching Accounts/Contacts
Configuring Active Directory for Multiple Domains
Customizing the Software
Change the Look
Customize Banners
Customize Footers
Customize Themes
Customizing Styles
Hexadecimal Color Codes
Editing Labels
User Defined Fields
Account UDF's
Contact UDF's
Article UDF's
Asset UDF's
Request UDF's
Set a Default Value for Date or Date/Time UDF
Field Ordering
Form Field Widths
Multi-Branding the Software
Language Settings
Default Language Settings
Configure Language Settings
Section 508/Accessibility
Novo Scheduler Config Guide
Integration Guide (API)
Web Services API (WSAPI)
API Test App
Moving Software (same version)
Asset Management Guide
Asset Management Administrator's Guide
Asset Settings
Managing Asset Types
Create a New Asset Type
Assign Asset Types to Assets
Delete Asset Types
Managing Statuses
Assign Statuses to Assets
Create and Edit Statuses
Delete Statuses
Managing Locations
Create Locations / Hierarchical Structure
Deleting Locations
Asset Templates
Asset Custom Rules
Creating Timer Rules
Create a Scheduled Task
Timer Rule Examples
Preventive Maintenance (with Request Management)
Warranty Expiration Reminder
Assets Module
Creating a New Asset
Additional Properties of Assets
Editing an Asset
Searching Assets
Sorting Assets
Filters
Hiding Grid Columns
Field Chooser
Viewing Assets
Generate an Excel Table with Assets
View Individual Assets
End User Assets
Using a Hand Scanner to Enter Asset Codes
PC Inventory Guide
PCI Config Guide
NEED ARTICLE FOR RUNASSETMANAGEMENT.ASP
Setup PC Inventory File System
PC Inventory Scripting
Editing the GPO
PCI Config Guide
Refresh PC Inventory
List Computers
Software
Licensing
Establish Baseline
Knowledge Management Guide
Knowledge Base Administrator's Guide
KB Config Guide
Knowledge Base Settings
Article Settings
Archive Articles
Questions
Hit Tracking
Knolwedge Base Search Settings
Subscription Settings
Sending scheduled subscriptions
Home Page
Configure and Use Article Feedback
Create a Feedback Rule
Configure and Use Article Comments
Enable RSS
KB Functions Config Guide
Approve Articles
Categories
Content Types
Article Templates
Portal Views
Creating Portal Views
Articles to Translate
Additional Languages
Assign Languages to Users
Translation Workflow
Adding Source Articles & Translating Articles
Natural Language
The Thesaurus
Searchable Office Documents
MS Indexing on Server 2003
Windows Search on Server 2003
Windows Search on Server 2008
External Indexing
Creating and Managing Home Pages
Configure a Home Page
Alternate Default Articles
Knowledge Base Management
Article View Log
Article Update Tool
Awaiting Approval
Articles to Review
Disabled Articles
Questions
Managing Questions Submitted
Search Log
How to Enable the Search Log
Using the Search Log
Subscriptions
Enabling Subscriptions
Managing Subscriptions
Knowledge Base WorkFlows
Creating Article WorkFlows
Creating Knowledge Base Tasks
Creating Tasks for an Article
Assigning KB WorkFlows
Editing Knowledge Base WorkFlows & Tasks
KB Workflow Notifications
Custom Rules (KB)
Knowledge Base Custom Rules
Knowledge Base Timer Rules
Create a Feedback Rule
Creating Article Templates
All About Searches
The Thesaurus
Keywords
Natural Language
The Search Log
Search Relevance
Search Syntax
Automatic and Manual Novo Emails
KB - Automatic Emails - Specs
Knowledge Base Author's Guide
All About Articles
Creating Knowledge Base Content
Step 1: Add/Edit Article Properties
Step 2: Edit Content
Selecting and Using Article Templates
The Editor Menu
Step 3: Saving Drafts
Step 4: Approve the Article
Step 5: Publish the Article
Article Settings
Specifying Article Display
Setting Article Permissions
Admin and/or Public Access
Specifying Article Order
Setting the Order Parameter
The Article Options Bar
Add Sub-articles/Categories
Edit
Related Articles
Attach Files
Includes
Tasks
Enable/Disable
Delete
Reset Hits
Reset Rate
Moving and Copying Articles
Emailing Articles
Printing Articles
Subscribing/Unsubscribing to an Article
Managing Your Subscriptions
The Translation Workflow
Designating an Article for Translation
Assigning Translators
Structuring Your Knowledge Base
Customer's Guide (End User)
Logging into the Public Interface
Public Registration
Forgot Password
Article Navigation Tree
Articles
Rating Articles
Email This Article
Printing Articles
Current Article Printing
Current Article and Sub-Article Printing
Preview before Print
Subscribing/Unsubscribing to an Article
Managing Subscriptions
Most Popular Articles
Most Helpful Articles
Searching the Knowledge Base
Profile Language Settings
Request Management Guide
Request Management Administrator's Guide
Request Management Config Guide
Request Settings
Request Settings - Display Settings
Request Settings - Email
Request Settings - Default Send Request Options
Request Settings - Search Settings
Request Settings - Other
Requests Functions Config Guide
Statuses
Products
Due Dates
Priorities
Hours/Minutes To Review
Create a Scheduled Task to run escalation.bat
Edit the Escalation.bat Scheduled Task
Request Templates
Creating New Request Templates
Editing Request Templates
Creating Customized Default Request Template
Create Sub Header on Request Template
Memorized Requests
Recurring Scheduled Requests
Automatic and Manual Novo Emails
Requests - Automatic Emails - Specs
Enable Timer Option
Manage Requests
Creating and Editing Requests
Creating a Request
Create Requests for Users with AD
Creating Requests Using Templates
Editing a Request
Relating an Article to a Request
Create an Article from a Request
Relate Requests to Requests - Overview
Relate Requests - Parent/Child Relationship
Relate Requests - Peer to Peer Relationship
Copying Requests
Memorized Requests
Using Requests Custom Rules
Using Request Parameters
Request Manager Timer Rules
Create a Scheduled Task (2003 Server)
Logging Custom Rules
The "Close" event
Incoming Email Addresses
Service Level Agreements
SLA Management
Setting Up Account Types
Creating Custom Rules with Timer Events
Analyzing Log Files to Identify Failures
The Requests WorkFlow Module
Assigning WorkFlows to Requests
Editing Request WorkFlows & Tasks
Tech Tip 10/06 - Ticket Workflows
Tech Tip 09/06 - Article WFs
Request Workflow Notifications
End User Read Only View
Business Hours
Deleting Requests
Issue Resolution Workflow - Example
Request Management End User's Guide
The End-User Request Queue
Adding a Request
Updating a Request
Email Request from Public Interface
Novo Mail Service Guide
Mail Service Config
Step 1 - Configuring Incoming Email Settings
Step 2 - Adding Email Accounts
Editing and Deleting Email Accounts
Step 3 - Edit Request Settings
Step 4 - Configuring Smart Tags
Update Requests with Smart Tags
Novo Mail Processes
ProcessMail
ProcessRequest
ProcessTask
AddRequest
UpdateRequest
UpdateTask
AttachFile
Mail Service Log
Email History Log
View Attachments
Using Smart Tags
Cell Phone Guide
Creating a Form to Email to a Monitored Email Account
bin
Sample Mail Adapter Html Form
Troubleshooting the Novo Scheduler Service
Using WorkFlows
WF Config Guide
WorkFlow Settings
WorkFlow Statuses
Creating Workflows
Ticket WorkFlows
Article WorkFlows
Creating Tasks
Creating Workflow Statuses
Editing Workflows & Tasks
Manage Tickets Page
Workflows Page
Article's Button Bar
Assigning Workflows
Custom Rules
Edit Ticket Form
Article Button Bar
Interacting with Workflows via Email
Completing/Rejecting Tasks via email
Completing/Rejecting Tasks via web link
Using the Report Writer
Working with Reports
Creating a Report
Suppress Time Portion on Report
Report Filters
Report Filters Displayed on Report
Saving a Report
Editing a Report
Copying a Report
Deleting a Report
Scheduling a Report via Email
Emailing a Report
Exporting a Report
Report Categories
Creating a Report Category
Changing a Report Category Name
Deleting a Report Category
Report Examples
Account Reports
Article Reports
Asset Reports
Contact Reports
Request Reports
Workflow Reports
Using the Dashboard
Creating Chart Reports
Best Practice
Adding Web Parts
Editing Web Parts
Moving Web Parts
Closing Web Parts
Minimizing Web Parts
Frequently Asked Questions (FAQs)
General/Miscellaneous
How do I Search for Requests
Network Access
How do I login?
Number of Users
What's the definition of a User?
bin
Admin & Public Access
Administrative Users
Admin Active Directory
Scenario 1: Integrated Windows Authentication
Scenario 2: Anonymous Windows Authentication
Managing Administrative Users
Creating and Editing Admin Users
Create & Edit Roles
General Role Permissions
Accounts & Contacts Permissions
KB Role Permissions
HD Role Permissions
AM Role Permissions
WF Role Permissions
Groups
Public Users
Public Active Directory
Scenario 1: Integrated Windows Authentication
Scenario 2: Anonymous Windows Authentication
Import & Refresh Accounts & Contacts from AD
Contact Mapping Options
Map Contacts by Group
Map Contacts By AD Field
Refresh/Import Contacts Without Mapping
Mapping by OU
Populate fields from AD
Populating UDF's from AD
Populating Predefined Fields from AD
Managing Public Users
Enable Accounts
Creating an Account
Editing & Deleting Accounts
Contacts
Creating a Contact
Editing and Deleting a Contact
Creating & Editing Contact Roles
End User Role Permissions
Default Roles
Enable Shared Logins
Flat Contacts
3rd Party Authentication Tool
Searching Accounts/Contacts
Configuring Active Directory for Multiple Domains
Language
How do I upgrade the Novo Software?
Desktop Icon
Knowledge Base Use & Editing
My Start Page is set to Tickets, so why does it start on the Articles page?
Display HTML examples in the Knowledge Base
Type of Attachments
What does the "Includes" button do?
bin
Included Article::Short Title
URL Search
How do I move many articles simultaneously?
Using as a Help System
How do I enable Categories?
Article sort order
Can I paste from MS Word into the HTML Editor?
How do I use Keywords?
Number of Articles
Hits & Rates/Votes
How do I change the default template when adding articles?
bin
Content Templates
Report Writer Usage
How many reports can I create?
What happens if I delete a category?
How do I move reports?
Why can't my customers see any reports?
Can I rename a report or category?
Software Setup/Configuration
Can I encrypt my AD Connection?
How do I validate my license?
Why can't I search attachments?
Reduce the amount of CPU that cidaemon.exe uses
Change Window size of Login Page
Determine IP Address
What If I Don't Have Email?
Moving KB to another virtual directory
Can I move the Knowledge Base Software to another server?
How do I change the Date/Time display?
How do I recreate Full-Text Catalogs?
Edit Host file and flush dns
How do I change the banner?
bin
Customize Banners
Video Library
Core
Requests
Knowledge Base
Asset Manager
Reporting
Reports & Dashboards
Issues
Incident Resolution Library
Index server error: ActiveX component can't create object
AD Error: size limit exceeded
Theme 'Shades_of_Grey' cannot be found in the application or global theme directories
Manage Request Page is Slow
Novo Scheduler Service
Incoming Email Settings - Mail Pickup Timer Interval value stays blank
Tickets with large attachments do not create logs when sent
User Prompted to Enter Windows Login and Password
Warning: Page has Expired
Report Timeout
Maximum Number of Users
An error occurred on the server when processing the URL
Object reference not set to an instance of an object
Scheduled Reports do not send emails
Server Error in '/ ' Application
Server Error in '/ ' Application. Parser Error
64 bit IIS 7 - Service Unavailable 503 Error - RpcProxy.dll failed to load
Dot Net pages do not display ASP Footer Labels
File not found: aspsmartuploadutil.dll
HTTP Error 404 while viewing clickthrough
Full-text table or indexed view has more than one LCID
Could not load file or assembly System.Web.Extensions
Config Tool does not write License information to the database
Auto Ticket Service cannot connect to AutoTicketService.asmx
Auto Ticket Service Periodically Stops
Unable to generate a temporary class (result=1)
Application Error: [Microsoft][ODBC SQL Server Driver]Timeout expired
Error: Request timed out when Importing/Refreshing Contacts from Active Directory
Invalid Path Character(s)
The transport failed to connect to the server
Cannot display aspx pages
Clear out pc inventory
Server.CreateObject Failed
Admin Page Resets
There is no catalog
FT Search is not enabled for the current database
Blank Editor window
Prompted to login a second time when accessing a page with an .aspx extension
Flash Files Do Not Run
Full-Text Search is not enabled
Unable to add or modify hyperlinks
Invalid AD Credentials
Empty.htm doesn't exist
Tickets lost when ticket closes
Out-of-range datetime value
Application Error: Not a Trusted Domain
Application Error: Specified driver could not be loaded
Execution of a full-text operation failed. The catalog does not exist
Public buttons are not displaying correctly in Konqueror browser
Application Error: String or binary data would be truncated
Application Error: Credential retrieval failed
Cannot search for new articles
Invalid column name 'USER_ID'
Full Text Indexing not available
Empty.htm doesn't exist
Page Not found error on Edit Content
Auto Email settings are not saved
Import tool doesn't import all data
Full Text Errors when running crebase
KnowledgeBase search doesn't find any articles
Session Expired when trying to Login
Nothing Displays with Windows 2003
Application Error: Unable to open registry key
Image Manager Doesn't Upload Images
MS Installer Error
Error 404 on Login Page
Browser "hangs"
Type Mismatch
INDEX SERVER IS NOT RUNNING
Page Not Displayed When Logging In
Short Title Truncated at Quotes
Natural Language/Full Text Errors
Word documents do not appear in editor
Large attachments cause timeout
File Attachments not displayed
Large attachments don't upload or download
Large attachments don't download
Application Error: Forbidden Database
SQL ODBC error when adding a user (after Access to SQL migration)
Images Not Displaying
Data Over Allowed Limit
The XML page cannot be displayed
Permission Denied when trying to edit HTML
Application Error: SQL Server does not exist
Public Contact Registration Page Errors
Data type mismatch in criteria expression when adding HD priorities
Error 1040 when viewing large attachments
HTTP Error 401.1
Additional and incorrectly ordered settings in the Novo Config Tool
Intermittently Incorrect Logins
Disable Article Caching
Labels/background colors are not displayed correctly on certain aspx pages
Novo Config Tool v2.0 does not download or install
Content Templates not found
Error: Could not move directory to install location:
Update Step Failed: Error Moving Directories
Custom Reports are not being emailed after updating
Admin User gets Permission Denied creating Tickets
500 - Internal server error
Release Notes
Version 5.2
5.20.05 Release Notes
5.20.02 Release Notes
5.20.00 Release Notes
What's New in 5.2?
Searches in Version 5.20
User Defined Fields in Version 5.20
Custom Rules in Version 5.20
Reports in Version 5.20
Knowledge Base in Version 5.20
GUI - Interface in 5.20
Request Manager in Version 5.20
Forms/Templates in Version 5.20
Attachments in Version 5.20
Version 5.1
Hide User Defined Fields in Public Interface
5.10.02 Release Notes
5.10.03 Release Notes
Version 5.0
5.00.02 (Initial Release)
5.00.03 Release Notes
5.00.04 Release Notes
Version 4.8
4.81.04
4.81.03
4.81.02
4.81.00
4.80.00
Version 4.7
4.70.14
4.70.11
4.70.03 (1st Release of 4.7)
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Public Bread Crumbs
Article Update Tool
Changes to the Edit Ticket Page
Switching to Novo Mail
Custom Themes
Smart Tags
Version 4.6
4.62.00
4.62 Active Directory Changes
4.61.06
4.61.05 - NOT RELEASED
4.61.04
4.61.03
4.61.02
New 4.6 Roles
Version 4.5
Release Notes 4.50.06
Release Notes 4.50.05
Release Notes 4.50.04
Release Notes 4.50.03
Version 4.4
Release Notes - 4.41.00
Release Notes - 4.40.09
Release Notes - 4.40.08
Release Notes - 4.40.07
Version 4.3
Release Notes - 4.33.01
Release Notes - 4.31.04
Version 4.1 and Prior
KB Enhancements
Change Log - (Includes)
End User Assets
Purpose
: As an End User, you can view assets that are related to you or your account by accessing the Asset Management Public Interface. If the Help Desk module is enabled with this software, you can also submit a Help Desk ticket for this asset and see the Ticket history.
Prerequisites
: Assets Enabled.
Steps
:
Click
Assets
on the menu bar in the upper right area of the software. If this menu item is not present, please see the Novo Software Administrator.
When you click Assets, a window like the one below will display:
If your role includes Asset Management Liaison, you will be able to see all assets for your account. Otherwise, you will only see all assets that are related to you.
Use the filters or search to find an asset.
Click the View Asset icon
or the name of an asset to view more details. If these options are not available to you, they are not enabled for this software.
Click the Related Tickets icon
to see the ticket history for this asset.
If there are any photos of the asset, click the View Images icon
to see them.
Click the Add Ticket icon
to add a ticket for this asset. The ticket will be created in your name for this asset.
This will open the Add Ticket window. Please see the related article for more information about Adding Tickets.