CSS HelpDesk 4.0 build 108b
Procedure to update from earlier 4.0
Build
These procedures apply if you have an existing
version of CCS HelpDesk 4.0 that is in active use. If you have a trial version
that you can delete or if are not using the HelpDesk yet, you can do a fresh
install without needing to follow the procedures below.
1) Client Update
The Client Setup (either MSI or Setup.exe)
needs to be run on each PC that already has the 4.0 client piece installed on
it.
Using MSI Package
We provide an MSI that overwrites and updates any DLLs for our program
with the latest versions. For this, simply close Outlook and run the MSI.
Using Setup.exe
We also provide a Setup.exe for the client installation as an
alternative to the MSI package. To use this, close Outlook and do the following
a) Go to Start/Run, and type in this:
Regsvr32 /u "c:\program
files\crowcanyon\ohd.dll"
Then it should say DLLUnregister Successful.
b)
Next, delete the OHD.DLL from the “c:\program files\crowcanyon” directory.
c)
Run the Client Setup (from the new download) to put the new
OHD.DLL in place (which also registers it).
2) Public Folder
Update
Some of the forms in the Public Folders
have been updated in the builds since 4.0 was first
released. Also, in some cases, a new form has been added and an old one
deleted. These changes are detailed below as well as the procedure to replace
forms in the folders.
This part only has to be done once, not by
every client. Once the forms are updated in the Public Folders, then they will
be available to everyone immediately.
The update needs to be done by someone who
is an Owner of the Help Desk folder and all subfolders under it.
FIRST – add the new (Build108b) PST file to
your Outlook client.
NEXT – update the forms in the Help Desk
set of folders as follows:
Using
Forms Manager
To get to the Forms Manager, right-click
the folder where you are updating the forms, then go to Properties, Forms tab,
and press the Manage Forms button. This is the Forms Manager.
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).
NOTE: Required Fields in the General Utilities was added in 4.0 Build
105. “Asset Link” was deleted and replaced by “Data Link” in 4.0 Build 108.
Instructions on how to manage these forms are added after the table.
Forms
to replace
|
Folder |
Form Name |
New Form number |
|
Help Desk |
Ticket |
080808 |
|
Assigned Tickets |
Assigned Ticket |
081808 |
|
Completed Tickets |
Assigned Ticket |
081808 |
|
Knowledge Base |
KB Article |
080808 |
|
Report Builder |
Report Builder |
080608 RDO |
|
Utilities/General
Utilities |
Data Link |
080308 |
|
|
Asset Link |
If there, delete
it |
|
|
List Manager |
080808 |
|
|
Required Fields |
080708 |
|
|
Ticket Colors |
080708 |
|
Utilities/License |
License Utility |
080808 |
|
Utilities/Notifications |
Notification on
Ticket Completion |
080808 |
|
Utilities/Templates |
Template Form |
080808 |
Creating the Required Fields item in the General Utilities folder (if on
build prior to 105)
If you do not have a Required Fields item in the General Utilities folder,
then you will need to add it. The Required Fields form was added to the General Utilities folder in the previous step,
using the Forms Manager. This puts the form into the folder so that it can be
created when needed, but it does not put an item of that form type in the
folder for actual usage.
To put the Required Fields item into the
folder, go to the General Utilities folder. Go to the Actions menu at the top
and choose “New Required Fields”. This opens the form. Then go to File/Save,
and then File/Move to Folder and choose the General 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. The Required Fields item
should now be listed in the folder view along with List Manager and the others:
Replacing Asset Link with Data Link in the General Utilities folder
CCS HelpDesk 4.0 builds prior to 108 had an “Asset Link” utility in the
General Utilities folder. This has now been replaced with the Data Link
utility. In the previous steps involving the Forms Manager, you should have
added the Data Link form and deleted
the Asset Link form in the folder.
The next step is going to the folder view and deleting the Asset Link item there and adding the Data Link item. To add the Data Link item, do the
same as above for the Required Fields:
To put the Data
Link item into the folder, go to the General Utilities folder. Go to the
Actions menu at the top and choose “New Data Link”. This opens the form. Then
go to File/Save, and then File/Move to Folder and choose the General 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