Crow Canyon Systems,
Inc.
support@crowcanyon.com
Client
Installation
The first step in
installing CCS Service Request is to install the “Core Component” of the
program -- the Service Request folders. These must be installed first. The Setup
program is run from a computer with Outlook client (not the Exchange Server) one
time by one user and this installs the Service Request folders, either in the
Public Folders or a Mailbox.
This installation is
explained in the Install
Manual. The installation also installs the Client Components on the PC
where the Setup is run from.
The Client Component is
also needed on computers that will use Outlook to access the Service Request
system. This may be all users or just your staff that manages the tickets. If
users are using the Web or sending in emails to generate tickets (that is, not
using the Outlook forms and folders to create and view tickets), they will not
need the Client Components installed.
For other computers that will use Outlook to access
the Service Request system, there are several installation options:
Any user in your
organization who will use Outlook client to interact with CCS Service Request needs
to have the client components installed on his/her machine. The client
installation can be done by our “Client on Demand” feature, by using the Client
Installation MSI, or by installing manually on each PC.
Using Client-on-Demand: During the initial installation of the Service Request Folder, the
installer can choose the “Enable Client-on-Demand” option, thereby making the
client installation automated. The client components are placed on a network
share accessible to all users. The Home Page of each folder in the Service
Request system points to this network share. When a user first accesses the Service Request
folders, the system checks in the registry to see if the client is installed.
If not, the “Client on Demand” installation is run automatically from the
network share.
Note that the
Client-On-Demand can also be set up after the initial installation by running
the setup program again.
The Client-on-Demand
is an easy and convenient way to automate client installation. However, there
are two issues to be aware of when using this.
One issue is that the
users first have to go to a Service Request folder and try to open a ticket in
order to initiate the Client-on-Demand installation. This will put a New
Service Request Ticket button on the Outlook Toolbar. However, the users may
not have knowledge or experience in using the Public Folders. The expectation
may be that users will only use the New Service Request Ticket button to create
tickets and not be required to find the Service Request folder in the Public Folders.
In these cases, it would be better to use the MSI or manual client
installation, as using those, the users will not need to ever have to access
the Service Request folders. The users will have the Outlook Toolbar button after
the MSI or manual installation, and will not need to be directed to the Public
Folders to initiate the Client-on-Demand installation
Another issue with Client-on-Demand
is that Windows Vista and Windows 7 “User Account Control (UAC)” can block the
automatic installation of the software. There are two choices with this: one is
to use one of the other installation methods below. The other is to turn off
UAC . See Appendix A for instructions.
Installing Client components using the MSI: As mentioned above, Client on
Demand is the preferred method of client distribution. However, there are some
cases where a manual install is better or is the only option. In those
situations, users can install the client components manually using the same
setup EXE as the initial installation. When the setup EXE is run, only the
option to “Install Client Components” is selected.
The MSI is available
on our Downloads page at: http://www.crowcanyon.com/support/downloads.htm
Installing Client components manually: As mentioned above, Client-on-Demand
or the MSI can be used for client distribution. However, there are some cases
where a manual install is better or is the only option. In those situations,
users can install the client components manually using the same setup EXE as
the initial installation.
Run the original
setup installation file. When the setup EXE is run, select only the option to
“Install Client Components”, as below. Choose ONLY “Install Client Components”.
This has two sub components: “Install
Client”, which is mandatory, and “Toolbar Add-in” (adds “New Service Request Ticket”
button to Outlook toolbar), which is optional.
Registry Settings on Clients
After installation,
there should be two registry keys with the following values:
Client:
[HKEY_LOCAL_MACHINE\SOFTWARE\Crow Canyon
Systems\Service Request\Client]
"ServiceRequestPath"="\\\\Public
Folders\\All Public Folders\\Service Request"
"IsInstallSetup"="true"
"CCSSRVersion"="5.0.100"
"ButtonCaption"="New Service Request
Ticket"
"ButtonDescription"="Creates Service
Request Ticket"
"ErrorMsg1"="Could not find the Public
Folders!"
"ErrorMsg2"="Could not find the
'Service Request' folder!"
"ErrorTitle"="Error!"
"CaptureBtnCaption"="CCS Email
Capture"Toolbar:
The
ServiceRequestPath must point to the correct path to the top-level Service
Request Folder.
The Button Caption, Button
Description, ErrorMsg1, ErrorMsg2, and ErrorTitle determine the caption, description,
and error messages of the “New Service Request Ticket” button on the Outlook
Toolbar. This can be changed as desired or to match the language of non-English
users.
The “CaptureBtnCaption” sets the caption of the CCS
Email Capture toolbar button. This can be changed to as desired or to match the
language of non-English users.
Toolbar: the keys below are
required as part of the New Service Request Toolbar button
[HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Office\Outlook\Addins\CCSSRBTN.Addin]
"FriendlyName"="New Service Request
Ticket button"
"FileName"="CCSSRBTN.dll"
"Description"="Creates Service Request
Ticket"
"LoadBehavior"=dword:00000003
Files loaded on the Client
Four DLLs are loaded
on the client PC.
Three go in this
directory: C:\Program Files\CrowCanyon\Service Request\Client
CCSServiceRequest.dll, CCSSAFE.DLL,
CCSSRBTN.DLL
One goes in this
directory: C:\Windows\System32
IsLicense40.DLL
Turning
off User Account Control (UAC) in Windows Vista and Windows 7
To use Client-on-Demand with Windows Vista
and Windows 7, the user needs to temporarily turn off User Account Control,
reboot the PC, run the installation, turn UAC back on, and reboot the PC again.
That will allow the install to run successfully.
Windows Vista
Disable and Turnoff UAC in Windows Vista from
Control Panel
1. Access Control Panel from Start Menu ->
Control Panel -> User Accounts -> User Account
2. Click on: Turn User Account Control on or
off
3. Uncheck the box
for “Use User Account Control (UAC)”
4. Click OK to make the change effective
5. Reboot
6. Open Outlook and access the Service
Request folders to initiate the client installation
7. After the installation runs successfully,
turn User Account Control back on and reboot to restore the UAC settings.
Windows
7:
Disable and Turnoff UAC in Windows 7 from
Control Panel
1. Access User Control Panel from Start Menu
-> Control Panel -> User Accounts and Family Safety -> User Account
2. Click on: User Account Control settings
link.
3. Move the Slider to Never Notify
4. Click OK to make the change effective
5. Reboot.
6. Open Outlook and access the Service
Request folders to initiate the client installation
7. After the installation runs successfully, move
the User Account Control slider back to where it was and reboot to restore the
UAC settings.
See this article for more instructions on
turning off UAC in Vista and Windows 7: