Outlook Help Desk 3.1 User Guide

Supplement: Upgrading to the latest version of 3.1 Service Provider

 

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 OHD2.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)       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 OHD2.DLL

A new aspect of Outlook Help Desk 3.1 is the use of OHD2.dll in addition to Redemption.Dll. Both OHD2.dll and Redemption.dll must be installed on PC’s that will be using a local Outlook client to interact with the Help Desk. OHD2.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. 

The easiest way to install (and later update) the client side DLLs is to use our MSI package, OutlookHelpDesk310-111-SP.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 want to install Redemption separately for some reason, you can download it here. It comes with an Install.exe that requires only one quick click to install.

If you are already on Outlook HelpDesk 3.1:

You just need to update the OHD2.DLL on the client PCs. This can be done through the MSI or Setup.exe mentioned above, or by simply copying the new OHD2.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.

  1. Unzip the “OutlookHelpDesk310-update.zip” and extract the files. Remember where you put "OutlookHelpDesk-310SP.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 "OutlookHelpDesk-310SP.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 “OutlookHelpDesk-310SP.PST" file that you just unzipped and press OK.

  1. You should now have another set of folders called "Outlook Help Desk 310 SP". 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 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. You 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.

 

Use the Set… button to find the corresponding folder, then 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 30SP

041007

Assigned Help Desk Tickets

Assigned Help Desk Ticket 30SP

071707

Knowledge Base

KB Article 30SP

041007

Reports

Report Builder 30SP

041007

Utilities

Five Utilities 30SP

051607

           

List Manager 30SP

041007

           

Popup Message 30SP

041007

 

OHD-NI Asset Link

061107

License (under Utilities)

License SP

070907

 

 

Notes:

 

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.

 

 

 

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.