CCS HELPDESK 4.x
Install & Configuration Manual
for Web forms
Crow Canyon Systems, Inc.
This Manual describes setting up the Web
interface for Exchange Server 2003 and 2007.
Overview
CCS HelpDesk includes Web-based forms for users to submit
and view Help Desk Tickets and to search and view the Knowledge Base. Users
type “http://<ServerName>/
Users can submit new Help Desk tickets. Their information is
pulled directly from the Active Directory. The lists on the ticket are created
from the same List Manager utility that the Outlook forms use, applying
consistency across the Outlook and Web platforms. Users can also add
attachments to the new ticket.
Users can view both their unassigned and assigned tickets.
The view shows only their own tickets, not anyone else’s. The tickets are read
only in the Web interface and changes cannot be made to the tickets. Changes to
the tickets can be made through Outlook.
The Knowledge Base is also available over the Web. Users can
search for articles and view existing ones in order to find possible solutions
or gain information about their issue.
Pre-Requisites
Must use a Windows 2003 Server, 32-bit. The Windows 2003
Server needs:
1)
to
be in the same Domain as the Exchange server
2)
to
have CDO Mapi installed. This is a free download from Microsoft.
3)
to
have .NET Framework 2.0 installed. This is a free download from Microsoft.
The forms are set up as a virtual directory under Internet
Information Server (IIS) on a Windows 2003 32-bit Server. They do not have to
go on an Exchange Server. In fact, for Exchange 2007, which uses 64-bit Windows
2003 Server, these pages cannot go on that Exchange server.
Installation of the Web files
The files are installed by running the CCSWebSetup.EXE on
the Windows 2003 Server. When the Setup runs, there is an Introduction screen,
a License Agreement screen, and then the first “Configuration Parameters”
screen where you can choose to create a Virtual Directory or an IIS Web Site
Directory.
For a Virtual Directory, choose which Web Site it should go
under and Virtual Directory name:
For an IIS Web Site Directory,
choose the Web Site Name and the Port Number:
In the next “Configuration Parameters” screen, enter the
following information:
Email Domain is the SMTP domain of the Exchange
server
User Name is the account that will send out
the Notifications on ticket submission
Exchange Server is the Exchange Server (either
Exchange 2003 or 2007)
Public Folder Path is the path to the Help Desk folder
The next
screen is a Confirmation to proceed. After pressing next on that screen, the
Web site will be installed.
After Installation, in the IIS Services Manager tool, the
new web site should show up in the list:
(The
screenshot above shows an IIS Web Site setup instead of a Virtual Directory.)
You should
be able to right-click on the Web Site or Virtual Directory and choose Browse
to have the pages come up in the right-hand screen. Also, you can use a browser
on the server or a client to test the Web page functionality.
Configuration of the Web pages
The Global.asax
file in the CCSHelpDesk40 file directory on the Web server (usually under
inetpub/wwwRoot) allows several settings to control usage of the program. Open
this in Notepad and modify the following, if desired:
Session("TicketsPerPage") =
"1"
' Date format for date needed in submit
ticket
Session("DateFormat") =
"MM/dd/yyyy"
Session("ShowAllTicketField")
= True
- “TicketsPerPage” means how many
tickets are shown per page in the list of Unassigned and Assigned Tickets.
- “DateFormat” refers to how the
date is shown in the Date Needed box on the new ticket screen.
- “ShowAllTicketField” is either
True or False. If True, it allows the users to click on a ticket in the
Assigned Ticket list and see the details. If False, the users can only see
the list of Assigned Tickets, but not open them to view details.
Changing
logo or colors of the pages
It is
possible to change or add a logo to the pages, as well as modify the colors.
Some HTML experience is needed to do this. Contact us for further information
on this.
Default
Page
When users
first go to the Web pages, they are given the list of their Unassigned Tickets.
Another page can be set as the first page by changing which file is the
Default.aspx.
Usage and Screenshots
Unassigned Tickets
Users are first taken to the list of their Unassigned
Tickets (that is, tickets that are in the Help Desk folder). The list can be
sorted by clicking on the column headings:
The user can click on the Summary and view the full details
of the ticket (Read/Only):
Submit a new Help Desk Ticket
Users can
click “Submit New Ticket” to enter a request through the web. Similar to the new
Ticket form in Outlook, this page uses the lists from List Manager in the
Utilities folder to fill in the drop-downs. User information is pulled in from
Active Directory. Attachments can be added and uploaded.
User presses Submit after filling out
the ticket.
After Ticket is submitted: Users get a screen confirming successful creation of a new ticket.
View Assigned Tickets
This lists the user’s Assigned Tickets (that is, the ones
where they are the End User). There is an optional setting in the Global.asax
that sets whether the Summary is a hyperlink to the full details about the
ticket or not (see “Configuration” above). If the Summary is a hyperlink, the
user can click it to open the full ticket. If not, the user only sees the
ticket as listed.
There are also links to “My Completed Tickets” and “My
Active Tickets” to show the user different ticket views.
For Named Seats, the list will include all Tickets.
The list can be sorted by clicking on the column headings:
To View an Assigned
Ticket: If allowed,
users can click on the Summary to open an Assigned Ticket for viewing:
Knowledge Base:
Users can view the Knowledge Base through the web. The
Knowledge Base article lists has a Query function where search terms can be
entered. This is a simple search using separate words or phrases in quotes.
There is no use of Boolean operators or advanced search functions.
Users can either view the full list of articles or enter in a
Query then press Search to limit the list.
The KB articles are viewed by
clicking the Subject link:
