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1. Create a Help folder in your root web directory. For a standard install
of IIS this is C:\InetPub\wwwroot\. Your path is now C:\InetPub\wwwroot\help\
1.1 Unzip the HelpDesk.zip file to this folder. If you are running an evaluation copy and you have your schools
and support personnel set up already, do NOT over write the database file-Help.mdb.
Do not place multiple copies of the HelpDesk.dll on the same server.
2. Stop the IIS Admin Service.
3. Register the HelpDesk.dll. This can be done by going to the Start Menu at
the bottom left corner of the Windows desktop, choose run, type: regsvr32
"C:\InetPub\wwwroot\help\helpdesk.dll".
4. Start the Web Publishing Service and the SMTP Service. If the SMTP Service
has not been set up you'll need to set it up if you want HelpDesk to automatically
send email. It's easy enough, just set it up so it uses your district email server.
4.1 Users of the application need Read/Write access to the Help folder.
You can give the NT/2000 Internet guest account and Interactive account read/write access to get started.
5. You should now be able to access the HelpDesk application on the web
through your browser. http://yourdomain/help/. If you have changed the path from
"C:\InetPub\wwwroot\help\" you will have to also change your
path in the Help.UDL file.
6. The beginning SuperAdmin and Admin passwords are both "admin". Enter
"admin" without the quotes into the field in the black left menubar on your
browser screen. Click the submit button.
7. The Manage Help Desk menu should appear. Click on this link. THE MANAGE
HELP DESK ADMIN MODULES WILL ONLY WORK IN IE5 OR LATER.
8. Click on the "Enter your District Name" link. Enter it and click on the
Manage Help Desk link on the left part of your screen to return to the main
Manage Help Desk menu.
9. Click on Change SuperAdmin Password and change it. This restricts access
to the Manage Help Desk page to SuperAdmins only. Tech support personnel
will use the admin password to access and update records.
10. Change the admin password if you wish.
11. Return to the Manage Help Desk screen. Click on Add Schools. Add the
Schools in your district.
12. Return to the Manage Help Desk screen. Click on Add Personnel. Add the
Tech Support Personnel in your district.
13. Return to the Manage Help Desk screen. Click on Assign Personnel. Assign
your tech support personnel to their appropriate locations.
14. Click on Assign Email. Chooses the support personnel whom you want to
receive emails when a ticket is opened from a particular location.
15. Return to the Manage Help Desk screen. Click on Enter/Modify District Domain Name.
Enter the name of your district email
domain, this is commonly "myshooldistrict.k12.st.us".
User can now submit Requests for Help (Open Tickets) over the web.
Tech support personnel will usually go to the Open Tickets link first to
find out what needs to be done.
16. Make sure the SMTP service is running on your server. You find services in Control Panel/Administrative Tools/
Services. Set it to start automatically. Whenever you shut down IIS you will have to manually restart this service.
17. Open the IIS Management Console,
make sure your Web and SMTP Server are running. If you haven't already done so
create a new remote SMTP domain with the same name as your district email domain
name, this is also the same name you should have entered in the Admin portion of
District Help Desk under Enter/Modify District domain name.
This is most likely to occur if you have renamed or moved your default web folder. If the path to the default web folder is something other than C:\inetpub you have to change the path in Help.UDL file in the Help folder. Double click on Help.UDL, enter the correct path, test the connection.
The help.mdb file must have write permissions set for the internet guest account and interactive account. Or you can set these permissions at the folder level. You can make access more restrictive if you wish but your users must have write permissions to the database file.
You need the latest version of the Microsoft Data Access Components available at http://www.microsoft.com/data.
The SMTP Service must be running on your server and configured properly to send mail. The SMTP service is available on NT Option Pack 4 or greater. It is part of Windows 2000. The District Help Desk District Domain name must be the same name as your remote SMTP service.
Make sure you have assigned at a support person to receive email when a ticket is opened from a given school.
The SMTP Virtual Server should have its address set to "All unassigned".
Create some new tickets for testing. Check the C:/Inetpub/mailroot/queue or badmail folder. If mail is accumulating here, you probably do not have the correct email (SMTP) server name for your district entered as the remote SMTP server.
You have to find the domain name of the SMTP server (the smart mailer) for your district and change the SMTP service to this location. If mail is still not arriving you must have permissions to send mail to this this server.