Installation Manual
for CCS HelpDesk 4.0
For Build 108
Crow Canyon Systems, Inc.
Thank you for downloading and
installing CCS HelpDesk 4.0!
The trial is a full-featured version of CCS HelpDesk
4.0 that is limited to 2 seats and available for 20-45 days of evaluation
usage. We will send you the license to turn it into a full version upon
purchase. That license will have the correct number of Seats, according to your
purchase level. You will not lose any data and will only need to enter the new
license.
LITE VS. STANDARD
VERSIONS
The Lite version provides the
full Outlook program. The Standard has all elements of the Lite version plus two
other components -- the Event Sink that converts emails into new tickets and
the Web interface. Both of these components require additional setup on the
Exchange server.
You will have downloaded either
the Lite or Standard version, as per your request. The Lite version is easier
to setup and does not require any configuration on the Exchange server. The
additional components of the Standard version require an Event Sink to be
installed on the server and either a new Web Site or Virtual Directory created on
a Windows 2003 (32-bit) Server.
LITE VERSION
The following components are
included in CCS_HelpDesk_40_Trial.Zip.
1)
CCSHelpDesk40-Trial.pst: This consists of the Help Desk
folder and subfolders that make up the main part of the program. They are
delivered as a PST (Personal Folder) file. You temporarily add this PST file to
your Outlook so that you can copy the folders to the location in the Public
Folders where they you want them to reside.
2)
ClientSetup directory with a
Setup.exe: We provide
this Setup.exe to install Redemption.dll and OHD.dll on client PCs. These files
are needed on PCs that will use Outlook to interact with the Help Desk. (Not
needed for users who use Web only or send in emails.)
3)
Manuals: This Installation manual and the
Admin/Configuration Manual
ADDITONAL COMPONENTS OF
STANDARD VERSION
The Standard version consists of the Lite version plus the
two components below, which are available for trial upon request. Installation
of these is described in separate Manuals at http://www.crowcanyon.com/support/user_manuals.asp
o
Event Sink email conversion files: allows users to email in requests.
The Event Sink will convert that emails into new Help Desk Tickets
automatically.
o
Web Interface files: allows users to create and view tickets
with a web browser.
LICENSING BY “NAMED
SEATS”
In 4.0, we introduced licensing by Named Seats. Names are
entered in the License Utility. All users can open and create tickets (if the
license is valid) and read Knowledge Base articles, but only Named Seats can
assign and work on the tickets after submission. Also, only Named Seats can run
reports and create KB articles.
INSTALLATION
OF THE TRIAL
1) Installation of the
Help Desk folders
The CCS HelpDesk 4.0 set of folders will be copied from the CCSHelpDesk40-Trial.pst
file to the Public Folders. This is done with an Outlook client. It only has to
be done once, and then the public folders are available to anyone in the
Exchange organization. (The folders can also be installed in a shared mailbox,
where they would be available to anyone with access to that mailbox.)
The Help Desk folders can sit anywhere in the Exchange
Public Folder hierarchy (or a shared mailbox) as long as they retain the folder
structure. The top-level “Help Desk” folder can be renamed, but the other
folders need to keep their names as is:
First, make sure you have the rights to create new folders
under whatever folder you will be placing the Help Desk folders. The best way
to test if you have rights is to try to create a new folder at the location you
want. If you cannot, you will need to get this permission from your Exchange
administrator (or have the administrator do the installation).
1.
Unzip
the “CCS_HelpDesk_40_Trial.zip” and extract the files. Remember where you put
"CCSHelpDesk40-Trial.pst"; you will need it for the next step.
2.
Using
an Outlook client, connect to an Exchange Server, and then:
In Outlook 2000, go to Tools/Services/Add
and select Personal Folders. In Outlook
2002, go to File/New/Outlook Data File and choose Personal Folder under
“Types of Storage”. In both versions, when the “Create or Open” dialog box
comes up, browse to the "CCSHelpDesk40-Trial.pst" file that you just
unzipped. Choose "OK" in the next dialog box accepting the defaults.
In Outlook 2003 and 2007, go to
File/Open/Outlook Data File and navigate to the “CCSHelpDesk40-Trial.pst"
file that you just unzipped and press OK.
3.
You
will now have another set of folders under "CCS HelpDesk 40". Expand
this set of folders. If you only see a Deleted Items and Search folder, see Appendix A on how to make all folders visible.
4.
In
the "CCS HelpDesk 4.0 Trial" set of folders, select the Help Desk
folder then right-click it and select Copy "Help Desk" (or go to
Edit/Copy to Folder on top menu). In the "Copy Folder" dialog box
that comes up, select the folder where you want to place the Help Desk. This
will copy the Help Desk and the folders under it to the location you have
chosen.
Note:
Outlook may give you a warning message like the one below when you copy, but
you can safely ignore this. It seems to be a bug in Outlook and does not affect
anything.
Under this
newly created Help Desk folder in the public folders, there also should be
"Assigned Tickets", “Completed Tickets”, “Knowledge Base”, “Reports”,
and "Utilities”. These should have copied over when you copied the
"Help Desk".
Once the
folders are copied, delete the Personal Folder you added in step #2. In Outlook
2000, go to Tools/Services, highlight "CCS HelpDesk 4.0 Trial" and press
"Remove". In Outlook 2002, go to File/Data File Management, highlight
the PST file and hit “Remove”. In Outlook 2003 and 2007, right-click “CCS
HelpDesk 4.0 Trial” and choose Close.
Permissions on the Folders
Set permissions for the folders as follows (this can be done
by a folder Owner in Outlook or by an Exchange Admin in Exchange System Manager
(under Client Permissions of the folder):
Help Desk
Default = Author
Help Desk/IT staff = Publishing
Editor (or Owner)
Assigned Tickets & Completed
Tickets
Default = Reviewer
Help Desk/IT staff = Publishing
Editor (or Owner)
Knowledge Base
Default = Reviewer
Help Desk/IT staff = Publishing
Editor (or Owner)
Reports
Default = Reviewer or None
Help Desk/IT staff = Publishing
Editor (or Owner)
Utilities and all folders under
it EXCEPT Record Lock
Default = Reviewer
Help Desk/IT staff = Publishing Editor (or Owner)
People
doing ticket assigning (if different than Help Desk staff): Custom role with
Read Items, Folder Visible, Edit items (All), Delete items (None)
Record Lock
Default = Editor
Help Desk/IT staff = Editor (or
Owner)
2) Installation of Client
files
We include a Setup.exe and an MSI file that installs the
client side DLLs that make the program function. You can choose to use either
the EXE or MSI to configure the client on your PC.
Opening a new Help
Desk ticket
The custom "Help Desk Ticket" form will now come
up when you choose "New” or click the white space in the Help Desk folder.
OR
**********************************************************
Thank you for Installing CCS HelpDesk 4.0!
To further configure your
installation, you can set up the following in the folders under Utilities in
the HelpDesk:
1) Add yourself and another Staff member as a
Named Seat in the License Utility
2) In General Utilities folder
a. Configure lists in List Manager
b. Set the Ticket Colors
c. Set the Required Fields
d. Configure a Popup Message, if desired
3) Set up Notifications
4) Set up any Templates
Other clients who will be
using Outlook can run just the ClientSetup – we provide both a Setup.exe and an
MSI. You may want to put those files on a network share for easy access or
distribute it automatically by a software distribution program.
If you need assistance,
contact support at support@crowcanyon.com
or see http://support.crowcanyon.com.
To purchase, contact sales@crowcanyon.com
or go to http://www.crowcanyon.com/purchase.
Thank
you!
*************************************************************
More Information
Installation of the Event Sink and Web
files
As mentioned earlier, the Standard version consists of the
Lite version plus two other components that require setup on the Exchange
server. Installation of these is described in separate Manuals at http://www.crowcanyon.com/support/user_manuals.asp
o
Event Sink email conversion files: allows users to email in requests.
The Event Sink will convert that emails into new Help Desk Tickets
automatically.
o
Web Interface files: allows users to create and view
tickets with a web browser.
Upgrading from Outlook Help Desk 3.X to CCS HelpDesk 4.0
For current customers
of Outlook HelpDesk:
CCS HelpDesk 4.0 is a major upgrade to the Outlook Help Desk
3.x family of programs. (Note that the name was changed to accord with
Microsoft naming conventions.)
The upgrade
process consists of copying the new set of Outlook folders into the Public
Folders, then running the Upgrade Utility to move data from the 3.x program to
the 4.0. The Upgrade process is described in detail in the separate
UpgradeManual_40, included in the Upgrade package sent after purchasing the
upgrade (see “Purchasing” below) and online at: http://www.crowcanyon.com/Help_Desk/User_Manuals/UpgradeManual_40.htm.
Purchasing
the Upgrade
The 4.0
release is available free of charge to customers with one of our Premium Annual
Support Contracts (for those with customized versions, there may be charges for
putting those same customizations into 4.0). Those without a Premium Support
Contract can purchase one at the following link: http://www.crowcanyon.com/support/support_contract.asp.
Otherwise, the Upgrade is available to existing Outlook Help Desk customers for
50% of the cost of a new license.
Running Your Existing Version Along with the New
Version
If you are
a current user of Outlook Help Desk, you may want to continue to use Outlook
Help Desk while trialing the 4.0 version. There should not be any conflicts, as
the forms and the DLLs are different. The only caveat is that you cannot have
two folders with the same name at the same level. If you put the 4.0 version at
the same folder level as the current Help Desk, you will need to rename the
Help Desk folder to something else.
Linking To CCS Network Inventory (Optional)
Crow Canyon’s CCS Network Inventory tool is a
powerful hardware and software inventory and asset tracking program that scans
your LAN to get detailed software and hardware inventory and configuration
information. CCS HelpDesk 4.0 includes an option to link to CCS Network
Inventory from the Assigned Tickets. This allows quick and easy access to
important data about the asset and can lead to faster problem resolution times.
The setup is described in Appendix B
of this manual.
Note that CCS Network Inventory is a separate purchase. The
use of CCS Network Inventory is not required and is entirely optional. The
asset boxes can be filled in manually as needed.
Uninstalling
To uninstall
CCS HelpDesk 4.0, take the following steps:
1)
Delete
the set of Help Desk public folders. Make certain you want to take this step
first, as once the folders are deleted, the tickets and settings are gone. You
can archive the folders to a PST file if you wish to retain the ticket data.
2)
On
Outlook clients with OHD.dll and Redemption.dll installed, you can either leave
them there as they are only activated when our program accesses them or delete
them by unregistering them (with REGSVR32 /u switch) and then deleting the dll
files. These files are usually in the Program Files/Crowcanyon directory on the
client.
Only
“Deleted Items” and “Search” folders show in Help Desk
If you
install the PST file and do not see the Help Desk folder, like the view on the
left, simply click the folder icon at the extreme bottom right (the one that is
yellowed in the right-hand view) and you will see the folders:
LINKING TO CCS NETWORK INVENTORY (OPTIONAL)
Crow Canyon’s CCS
Network Inventory tool is a powerful hardware and software
inventory and asset tracking program that scans your LAN to get detailed
software and hardware inventory and configuration information. CCS HelpDesk 4.0
includes an option to link to CCS Network Inventory from the Assigned Tickets.
This allows quick and easy access to important data about the asset and can
lead to faster problem resolution times.
CCS Network
Inventory is a separate purchase. The use of CCS Network Inventory is not
required and is entirely optional. The asset boxes can be filled in manually as
needed.
Requirements for the
“Asset Link”:
- CCS Network Inventory can be purchased (from us) and
installed. The inventory database must be on a network share that is
accessible to staff members who will use the link while troubleshooting
tickets. For more information on CCS Network Inventory, see http://www.crowcanyon.com/network_inventory/network_inventory.asp
- A DSN (data source name) needs to be
on clients that will use the link. Since the link is in the Assigned
tickets only, and the Assigned are used by the Help Desk staff, usually
only the Help Desk staff members need to set this DSN up. The setup of the
DSN is described below.
- CCS HelpDesk 4.0 includes an Asset Link utility
in the General Utilities folder. This utility turns the link between the
help desk and the inventory tool on and off. Check the box if you want the
Assigned Tickets to access data from the CCS Network Inventory database.
How to access CCS Network Inventory
data from an Assigned Ticket
The Asset tab of the Assigned Ticket includes a “Device
Type” drop-list, an “IP address” text box, and four new buttons.
“Device Type’ has four choices, Computer, Network device,
Printer, and Other. When “Computer” is chosen, and CCS HelpDesk is set to link
to CCS Network Inventory (in the Asset Link utility), then the four buttons
become active.
If a Name is entered, the buttons can be pressed to retrieve
data about that computer. The code will go out and try to make a connection to
the Inventory database using the DSN that is setup on the local PC. If it
cannot connect, or if the Name is not found in the database, a dialog box is
returned informing about this. If it connects successfully, the following
information is retrieved:
Basic: fills in IP address, OS, Model,
and puts other information in the details box.
Disk: puts disk information (drive
letter, free space, total space, etc.) in the details box.
Apps: puts list of installed apps in the
details box.
Hotfixes: puts list of hotfixes in the
details box.
At anytime,
of course, the boxes can be filled in or modified manually. For instance, Asset
No. is not retrieved from the database, and can only be filled in manually. The
other boxes can be changed at any time. One caution is that changing “Name”
will clear the other boxes.
Adding a DSN (Data
Source Name) to the local PC
(Used only for the CCS HelpDesk link
to CCS Network Inventory)
Each PC
that will access the CCS Network Inventory database from the Assigned Ticket
needs to have a DSN set up. Note that this is only required if the CCS Network
Inventory link is active, and only on PCs that will be using the link from
Assigned tickets to the database,
Follow these
steps to add the DBISAM Connector (DSN) to a PC. The DBISAM Connector comes
with CCS Network Inventory. First, install CCS Network Inventory. After
installing, go to Start, All Programs, CCS Network Inventory, then ODBC, then
“ODBC Driver for 5.x Database”. This will install the driver on the PC.
After
installing the driver, go to Control Panel/Administrative Tools/Data Sources
(ODBC), System DSN, ADD
Find the DBISAN 4 ODBC Driver. Click Finish.
This configuration wizard comes up. Enter “CCSNetworkInventory”
as the Data Source Name, then click Next.
Choose Local (database should be on your PC or a mapped
network share).
Use the Select button to find the database directory
Accept the defaults on the next page:
Accept the defaults again
Accept the defaults again
If you put a password on the table, enter it here.
Otherwise, leave this blank, then press Finish.
The
“CCSNetworkInventory” DSN will now be listed in the System DSN tab
