Outlook Help Desk 3.1 User Guide
Supplement: Upgrading to the latest
version of 3.1 (Build 113)
Welcome
to Outlook Help Desk 3.1!
Outlook Help Desk 3.1 is a minor upgrade to v 3.0 that makes
it compatible with Outlook 2007.
The important differences in 3.1, other than Outlook 2007 compatibility,
are the following:
1)
Use of OHD1.DLL in addition to Redemption. This
needs to go on Outlook clients that will access the Help Desk folders. It does
not need to go on clients using only email or web.
2) A new License Utility requires a
license key to allow the forms and folders to function.
3) CDO (Collaboration Data Objects) is
no longer used in the Outlook forms or in reporting.
4) Report Builder has been modified so
that all filters are on the first page.
5) Use of a Notifications utility for
Automatic Notification by Problem Category or Importance
6) Outlook Help Desk has option to link
to CCS Network Inventory (separate purchase)
First, see if you need to upgrade or
not and if this manual applies.
A) If you are on Outlook Help
Desk 3.0:
Should you upgrade to 3.1?:
Yes, if you are on version 3.0 AND
running Outlook 2007 (or planning to shortly). Version 3.0 does not run 100%
correctly on Outlook 2007.
Yes, if you want to run Outlook Help
Desk in conjunction with CCS Network Inventory. The earlier version 3.0 does
not have the Inventory linkage in it.
No, if you plan on staying on Outlook 2003 or earlier
and if you are not intending to use CCS Network Inventory. The 3.1 release adds
only two pieces of functionality – the Outlook 2007 compatibility and the CCS
Network Inventory integration.
If Yes, do you have a custom version of 3.0?
Some
customers have custom versions of Outlook Help Desk 3.0. These customers will
need to contact us to make arrangements for upgrading to version 3.1.
Customers without customizations can go ahead and follow the
procedure below. Note that the 3.1 release is available free of charge to
customers with any of our support contracts. Those without a support contract
can purchase one at the following link: http://www.crowcanyon.com/support/support_contract.asp.
B) If you are already on Outlook
Help Desk 3.1:
Use this
manual to upgrade to the latest version of Outlook HelpDesk 3.1.
Upgrading to 3.1
1. Distribution of OHD1.DLL
A new aspect of Outlook Help Desk 3.1 is the use of OHD1.dll
in addition to Redemption.Dll. Both OHD1.dll and Redemption.dll must be
installed on PC’s that will be using a local Outlook client to interact with
the Help Desk. OHD1.dll and
Redemption.dll are NOT needed on clients that will only be sending in emails or
using a Web browser to access the Help Desk system – that is, those clients NOT
using the custom Outlook forms from the Help Desk set of folders.
The easiest way to install (and later update) the client
side DLLs is to use our MSI package, OutlookHelpDesk310-113.MSI. Almost any
current software distribution system should be able to utilize the MSI file to
silently install the two DLLs on the computer. The MSI package is set to
overwrite existing copies of these two DLLs, so it can be used to update
clients as needed.
We also include a Setup.exe file that installs OHD1.dll and
Redemption.dll, in case the use of MSI files is not available.
If you are already on Outlook
HelpDesk 3.1:
You just need to update the OHD1.DLL on the client PCs. This
can be done through the MSI or Setup.exe mentioned above, or by simply copying
the new OHD1.DLL to the same directory and overwriting the existing one. That
directory should be “c:\program files\crowcanyon”. Redemption should also be
replaced, to make sure your users are on the latest version of that DLL.
2. Copying the new forms to the folders
First, add the “upgrade” PST to your Outlook client.
- Unzip
the “OutlookHelpDesk310.zip” and extract the files. Remember where you put
"OutlookHelpDesk31.PST"; you will need it for the next step.
- 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 " OutlookHelpDesk31.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 “OutlookHelpDesk31.PST"
file that you just unzipped and press OK.
- You should
now have another set of folders called "Outlook Help Desk 310
Release". Expand this set of folders. You should see the Help Desk
and other folders under this.
Follow these steps to replace the current forms in the
folders with the new ones.
You will
need to be an Owner of all the Help Desk folders and subfolders to perform the
following upgrade. You must have a version of Outlook Help Desk 3.0 or 3.1 already
installed in the public folders. If you are on version 2.4 or earlier, please
contact us.
Go to the Help Desk in the public folders. Right-click this
folder, then go to Properties, Forms, Manage Forms. This opens the Forms
Manager
Notice several things about it to help with this upgrade:
The
right-hand pane lists the forms in the current folder. Use the Set.. button in
the upper left to find the corresponding folder in the PST file. The left-hand
pane will then list the forms in that folder. The left-hand side should be the
new form in the PST folder, the right-hand side should be the old form in the
public folder. The “Form number” tells you what version of the form is in the
folder as you highlight each form.
When ready,
highlight the form on the left and press Copy to copy it to the right. The
program asks if you want to overwrite the existing form. Choose “Yes”. The
forms on the right and left should now be the same number.
Do this for
all the folders as follows, being very careful to copy from left to right (from
the PST folder to the Public Folder):
|
Folder |
Form(s) |
New Form number |
|
Help Desk |
Help Desk
Ticket 30 |
010108-113 |
|
Assigned
Help Desk Tickets |
Assigned
Help Desk Ticket 30 |
010108-113 |
|
Knowledge
Base |
KB
Article 30 |
010108-113 |
|
Reports |
Report
Builder 30 |
010108-113 |
|
Utilities |
Five
Utilities 30 |
010108-113 |
|
|
List
Manager 30 |
010108-113 |
|
|
Popup
Message 30 |
090607-112 |
|
|
OHD-NI
Asset Link |
090607-112 |
|
|
Notifications |
090607-112 |
|
License
(under Utilities) |
License |
090607-112 |
Note on
License folder:
If you are upgrading from 3.0 to
3.1, then you will need to add the License folder as per Step 3 below. If you
are already on 3.1, and just upgrading to a newer version of 3.1, then the
License folder should already be in place.
Other Notes:
- For the “OHD-NI Asset Link”
form in the Utilities folder, that will most likely not be there already.
Copy that over as above (there is just nothing to overwrite) to the
Utilities folder.
- For the “Notifications” form in
the Utilities folder, that will most likely not be there already. Copy
that over as above (there is just nothing to overwrite) to the Utilities
folder.
Creating the OHD-NI Asset Link item
in the Public Folder
You should
have added the OHD-NI Asset Link form to the Utilities folder in the previous
step. This puts the form into folder’s list of forms. Next, it needs to be
opened and saved to the Utilities folder. To do this, go to the Utilities
folder in Outlook. Go to the Actions menu at the top and choose “New OHD-NI
Asset Link”. This opens the form. Then go to File/Save, and then File/Move to
Folder and choose the Utilities folder (in the Public Folders). The form should
be saved there and listed in the folder items. After that, the form can be
closed without saving it.
Creating the Notifications item in
the Public Folder
You should
have added the Notifications form to the Utilities folder in the previous step.
This puts the form into folder’s list of forms. Next, it needs to be opened and
saved to the Utilities folder. To do this, go to the Utilities folder in
Outlook. Go to the Actions menu at the top and choose “New Notifications”. This
opens the form. Then go to File/Save, and then File/Move to Folder and choose
the Utilities folder (in the Public Folders). The form should be saved there
and listed in the folder items. After that, the form can be closed without
saving it.
3. Creating the License folder (skip if already
on Outlook HelpDesk 3.1)
(If you are already on Outlook HelpDesk 3.1, you will
already have the License folder under Utilities and do not need to create it.
In that case, skip Step 3.)
Under the Utilities folder in the PST file you just added is
a “License” folder. Highlight this, and then drag this over to the Utilities
folder in the Public Folders. It should put the folder (with the License form
in it) right under Utilities.
After it is
copied, set the permissions on the License folder as follows:
Default = Reviewer
At least one person on Help Desk/IT staff = Owner
A License
Key is entered into the License Utility. Simply enter in the Key and Save and
Close it. If you already purchased the program, use “Request License” button to
email us for a valid License.
New License Utility:
When you
are finished copying the forms, you can remove the upgrade PST file from
Outlook.