When Live Help is initially installed, a default folder is created for Session Journal within the local directories for Client and Expert. Journal files are stored in a folder, \Journal by default. An alternate name can be used but will need to be specified using the Session Journal Setup application (see the section Setup and Configuration of the Session Journal). Journal files store one day's worth of information and are easily identified by their name that uses the format "Journal mm-dd-yyyy.csv." (e.g. Journal 11-14 -2001.csv)
Each time a user performs session-related functions (including file operations) the date, time, program identifier, event and event-specific parameters are recorded in the journal file. The purpose of the date and time fields is obvious. The program identifier field indicates which Live Help application generated that line (or record) in the file. In the case of a line generated by Live Help Monitor, the program identifier will use the format "Monitor###" where ### will represent the instance of Monitor (e.g. "Monitor000" indicates the first instance of Monitor running on the system).
Events represent actions taken by the user during a Live Help session. Sending a file would be an example of event. Parameters provide more information about the event that took place. For example, during the above file transfer, the name of the file would be a parameter for the event.
A sample journal file from Live Help Expert may look like the following:
"4/5/01","2:04:45 PM","EXPERT","LiveHelp","2.0","LogonUser" "4/5/01","2:04:45 PM","EXPERT","STARTUP","LogonUser" "4/5/01","2:04:49 PM","EXPERT","INITNETWORK","proxy","TCP/IP Direct","LogonUser" "4/5/01","2:04:51 PM","EXPERT","JOIN","proxy1","proxy","110.2","LogonUser" "4/5/01","2:04:51 PM","EXPERT","MEMBERADD","proxy","110.2","LogonUser" "4/5/01","2:04:51 PM","EXPERT","SESSIONSTART","proxy","LogonUser" "4/5/01","2:04:59 PM","EXPERT","SESSIONEND","proxy","000:00:07","User","LogonUser" "4/5/01","2:05:04 PM","EXPERT","SHUTDOWN","LogonUser"
