End User Documentation

[commander_]

I need to train my users on how to sign in and use our SSL/VPN (bookmarks, netconnect, secure meeting, etc.). Has anyone created documentation for this that they wouldn't mind sharing? Thanks.

[Brian_]

commander,

I've taken an approach that so far has worked in my organization. The online end-user Help content from the IVE is quite good, so if I need to (or I should say if I'm forced to) create documentation for any feature, that documentation amounts to a brief set of instructions of how to navigate to the topic in the online Help, including a few screenshots. I'm hoping this will create more self-reliance among the masses. Also, I believe the Help content from the IVE can be customized.

[commander_]

Brian,

Is there anyway to allow access to the IVE online help without having them sign in? Probably not.

I've decided to offer a couple of meetings to introduce and demonstrate the IVE and secure meeting to my end users.

[Brian_ · Accepted solution]

There are a few approaches. The first is in a document you can download from Juniper called "Custom Sign-In Pages Solution Guide." In there it talks about adding custom help files. The approach I've taken, which works well for me, is to create a simple HTML document with help topics specific to your environment, then enable the Show Help button in the applicable Sign-on page in Authentication>Signing In>Sign-In Pages. Upload your HTML help file. I'm including a screenshot of mine, which I created in MS Word (I know, not the ideal tool) and saved it as an HTML document.

Another option is to put another web server accessible in front of the IVE and add a link to it on your sign-on page, then simply redirect to that for Help content, downloadable utilities, etc.

Regarding the end-user meetings, be sure to educate them on accepting any necessary ActiveX controls and allowing Java certificates, etc. Also, we've had a lot of users inadvertently block the IVE ds* components with their Internet Security software such as dsCacheCleaner.exe, dsNetworkConnect.exe, dsCitrixProxyResource.dll, etc. If not, then it will be a real hornet's nest for your help desk.