This course is designed for help desk personnel responsible for supporting both network based and mobile Notes 7 users.
The course starts with a technical discussion of how Notes and Domino work together. The course provides a very practical approach to fulfilling most user requests and solving many workstation problems, but at the same time helping you understand when to escalate problems to the proper Domino or Notes administrator or to a custom application developer.
Lotus Training Learning Objectives
In this course, you will learn how to:
- install and configure Notes
- configure Notes for multiple and roaming users
- troubleshoot network connectivity, Domino Server access, and database access problems
- understand and troubleshoot Notes User ID problems
- configure Notes Mail and make it easier for users to correctly address messages
- troubleshoot mail transfer and delivery problems
- solve Mail database issues, including accidental database and message deletion, reducing file size to meet its quota, and redesigning the database
- create private views and folders
- solve and prevent document-related problems
- export data from a view and create a mail-merge output file and import data into a view to create documents
- create simple agents to automate Notes
- configure Windows and Notes to use a modem
- create Connection and Location documents
- support mobile users who use Notes while disconnected from the network.
Lotus Training Audience
This course is designed for help desk workers responsible for direct Notes user support. These people do not typically have Domino Administrator or administrative rights to the Domino Server but are responsible for installing, configuring, and supporting Notes users.
Before taking this course, it is recommended that you have met these prerequisites:
- are proficient using Lotus Notes 7 and Domino Web Access 7 and have mastered all of the Topics in the Lotus Notes 7 User Essentials and Domino Web Access 7 User Essentials courses
- understand the principles and operation of personal computer networking using TCP/IP in LAN/WAN/Internet environments
- have installed and supported the operating system used in this course (Windows 2000 or XP Professional), as well as applications used by those systems
- know how to configure network interface cards and modems.
This course is part of a series of help desk worker training courses:
Courses later in the series assume that you have mastered the content of earlier courses. Depending on your job responsibilities, you may need to follow this course with the Lotus Notes 7 Administration course. This course is designed for administrators responsible for registering Notes users and developing Policies, and who have at least limited administrator rights to the Domino Directory. This diagram contrasts the audiences for the Lotus Notes 7 Administration and Lotus Notes 7 Support courses:
Lotus Training Course duration
To cover all topics in this course, you will need approximately 3 days
Lotus Training Course Outline
Topic 1: The Domino Client Support Landscape
Notes client and Domino Server
Clients that connect to Domino
Defining technology
Support roles in an organization
Support resources
Support database
Topic 2: Install Notes
Provisioning a new Notes user
Standard and custom installers
Ways to run the installer
Offline installation
Obtain the installer
Exercise: Install Notes software
Step 1: Uninstall previous installations
Step 2: Start the Notes installer
Step 3: Customer information
Step 4: Choose directories
Step 5: Client choice
Step 6: Ready and set default email client
Step 7: Reboot computer
Results of the installation
Rerun the Installer
Custom installations
Install Notes using the Transform file
Software updates
Topic 3: Configure Notes
Setup policy settings
Exercise: Notes Client Configuration wizard
Exercise: Check Notes setup
Information needed when Notes starts
Summary: What Notes needs to access Domino
Back up user files
Reinstalling Notes
Re-running the Client Configuration wizard
Reconfiguration wizard
Notes Log
Debug variables
Notes crashes
Character display sizes
Topic 4: Notes Connectivity via the Network
Notes connectivity overview
Network configuration overview
Basic network connectivity
Operating system configuration
Protocol-level connectivity testing
Network statistics
Router paths
NotesCONNECT
Connection problems at startup
Port settings in Notes
Location document
Connection document
Role of Home/Mail Server
How Notes locates a Domino Server
Trace Connections from Notes
Exercise: Network connectivity
Proxy and firewall servers
User connections to servers in other Domino Domains
Topic 5: Multi-User PCs and Roaming Users
Strategy 1: Shared executable files
Strategy 2: Multiple users on one computer
Strategy 3: Roaming between computers
Two roaming configurations
Setting a user as a roaming user
Multi-user roaming
Single-user installation roaming
Strategy 4: Data directory on a file server
Third-party roaming solution
Strategy 5: Citrix MetaFrame
Strategy 6: Switch locations
Strategy 7: Browser access to mail
Exercise: Access mail via WebMail
Topic 6: Notes and Domino Access Errors
Sequence of access errors
Error 1: Wrong Notes password
Error 2: Cant find path to server
Error 3: Failure to authenticate
Error 4: Server Error: You are not authorized to use the server
Error 5: User cant create a new or replica database on a server
Error 6: You are not authorized to access that database
Error 7: User cant create a document in database
Error 8: User cant delete his/her own document
Error 9: User accidentally deletes his/her own document
Error 10: User cant edit or delete others documents
Error 11: Certain custom database features are not visible
Error 12: User cant create local replica of server-based database
Error 13: User cant open locally encrypted database
Error 14: User cant open encrypted document
Exercise: Server and database access
Sametime client set up in Notes
Sametime login name and password
Using a Sametime user name different from the Notes name
Topic 7: Configure Notes Mail
Message transfer protocols
Message flow
Notes Mail configuration
User Mail database ACL
Create a Memo
Send Memo
Deliver mail to user
Read mail
User Preferences vs. Mail Preferences
Make Notes the default mail program
Mail security
Exercise: Sign and encrypt message
User cant open encrypted memo
Topic 8: Address Mail
Accurate addressing
Local Address Book
Contact documents
Exercise: Add contact
Public Keys
Mailing Lists (Groups)
Exercise: Contact and Group documents
Mobile Directory Catalog
Exercise: Create replica of the Mobile Directory Catalog
LDAP Account documents
Topic 9: Troubleshoot Mail Transfer and Delivery
Message flow
Exercise: Mail configuration
Delivery Information
Exercise: Read delivery information
Delivery failures
Delivery options
Exercise: Delivery options
Internet mail delivery failures
Topic 10: Manage Mail Databases
Problem 1: Accidental Mail database deletion
Problem 2: Accidental message deletion
Problem 3: Exceeding size quota
Help users slim down mail
Shared attachment database
Mail archiving
Problem 4: Wrong or obsolete design
Topic 11: Private Views and Folders
Why create a private view
Security and storage
Where is my private view?
View characteristics
View restrictions
Create a private view
Customize view
Understand the data
Two view selection options
Simple Search
Conditions options
Select by formula
Time-based selections
Select by document property
Selection by exclusion
Column properties
Column Value
Example formulas
Column properties
Column Info tab
Sorting tab
Format tabs
Advanced tab
Exercise: Create private view
Create private folder
Delete private view or folder
Topic 12: Document Issues
Problem 1: Changing forms to read a document
Alternate forms
Manually change forms
Automatically change forms
Potential user confusion
Problem 2: Replication conflicts
Manual reconciliation
Prevent conflict documents by design
Automatic document locking
Manual document locking
Document locks and mobile users
Exercise: Replication conflicts and document locking
Problem 3: Phantom documents
Problem 4: Document reader lists
Recover private documents
Exercise: Private document
Problem 5: Removing document from folder versus deleting it
Problem 6: Copied and pasted documents
Topic 13: View-Level Export and Import
Copy Selected as Table
Print calendar to document
View-level export
Export to Comma Separated Value (CSV)
Export to 1-2-3 file
Export to Structured Text
Export to Tabular Text
Other reporting products
View-level import
Topic 14: Simple Agents
Agent examples
Components of every agent
Agent considerations
Agent List
New Agent dialog box
Add (simple) actions
Document selection
How Simple Actions operate on documents
Simple Action actions
Exercise: Newsletter agent
Safe agent testing
Running agents locally on a schedule
Topic 15: Notes Connectivity via Modem
Ideal configuration
Ways to connect via modem
Install modem hardware
Exercise: Simulate adding modem in Windows XP
Network Dialup overview
Information you will need for Network Dialup
Notes Port settings for Network Dialup
Notes Direct Dialup overview
Configure modem for Notes Direct Dialup
Notes Client Reconfiguration Wizard
Topic 16: Connection and Location Documents
Connection documents
One connection, multiple locations
Location documents
Switch locations
Common location dial modifiers
Proxy servers and HTTP tunneling
Summary: Connection and Location documents
Connection for Home (Network Dialup) location
Exercise: Simulate Network Dialup configuration of connection
Connection for Home (Notes Direct Dialup) location
Test your location and connection
Prompt for time/date/phone in Location documents
Travel across time zones
Phonebook database
Domino Passthru Servers
Passthru topology
Client-side Passthru configuration
Server-side configuration
Hunt group of Passthru Servers
Server-side security
Passthru authentication
Passthru logging
Topic 17: Prepare Notes for Mobile Use
What mobile users need
Two ways to work remotely
Replication
Create replica database copy
Exercise: Create replica copies and replicate
Setup/Desktop Settings policy documents
Open the replica from a Bookmark
Replicate databases
Replicas and the database ACL
Exercise: Replicate databases
Replication page
Database replication tasks
Call Entry/Hangup Entry tasks
Schedule task
High priority databases
Enable the replication schedule
Exercise: Scheduled replication
Force Replication page tasks
Replication settings
Advanced replication options
Easy selective replication
Local free time information
Local Freetime database
Add Freetime to the Replication page
Drawbacks of remote scheduling
Replication page options
Replication folders
Replication History
General replication troubleshooting
Topic 18: Additional Mobile Security
User ID responsibilities
Encrypt existing local databases
Database security and replication
Enforce consistent ACL
Replicate or copy documents ACL attribute
Topic 19: Take Notes on the Road
Two ways to work remotely
Before you leave the office
Other things not to forget
While you are in transit
When you arrive at your destination
Replication page
When you receive mail
When sent messages are transferred
Keep replication times short
Back in transit
When you return to the office
Exercise: Simulate travel
Miscellaneous tips for mobile user support
Replication and accidental document deletion
