CCS SERVICE REQUEST 5.0
Submit Web Request Forms for External Use
Crow Canyon Systems, Inc.
support@crowcanyon.com
Summary: CCS Service Request 5.0 “Submit Web Request”
feature gives your customers a way to easily submit requests over the Internet from
any location. A web page is set up on any Web server and customers can use this
to submit requests. A logon is not needed and the customer does not need to be
a Windows or Exchange Server user.
Usually, this install
involves setting up one Web form that users can get to from your support page
and thereby submit a request. However, different pages could be set up for different
companies. By setting up a “support” web page with specific design and
information for a specific company, that company’s users can get “personalized”
information when submitting a request. This could be important if supporting
one or more large clients.
These web pages can
be used by both customers and end users. For end users with Exchange mailboxes,
we do provide another set another set of Web files, the Web Pages for Internal
Use, which allow end users to submit and also view their tickets. These pages
require a Windows account in order to logon. Also, in the PRO version, staff
can use these Web Pages to assign, modify, and close tickets.
However,
in some cases, companies only want their employees to submit tickets, not view
them. The Web Request Forms are sufficient for this and simpler to set up.
Also, on Exchange Server 2010, these Web Pages for Internal Use do not work due
to changes Microsoft made in the Exchange technology. For now, the Web Request
Forms are the only option for users to submit tickets over the web in Exchange
2010. We are developing web pages for Exchange 2010, but these are not ready as
of March 2010.
Before installing this component, please make
sure to install the “Email To Ticket Converter”. This installs the Event Sink on the Exchange Server.
The Web Request Form will send the form data by email to the Service Request
folder, where the Event Sink reads the data and converts it into a ticket. The
Web Request Form data will be mapped to the appropriate field in the new ticket
by our “Event Sink Parser”.
Steps
to install “Submit Web Request” component:
1.
Copy
the CCS Service Request optional component setup on any machine having IIS web server under any system folder, preferably a
new folder e.g. d:\CCSSROptionalComponent
2.
Run
the setup program. It will show the below image. Click on Submit Web Request link
highlighted below in red
3.
Welcome Page opens as shown in
below image. Click on the next button to continue.
4.
License Agreement
page
will open as shown in below image. Select “I
Agree” radio button and click next to continue.
5.
Setup Information
page
will open as shown in below image. In this page there are two options for web
site installation. Virtual Directory and IIS Web Site Directory. To install the
Web component under any existing website, choose the “Virtual Directory” option. Otherwise, choose “IIS Web Site Directory” to create a new Web site for CCS Service
Request Web. If using Virtual Directory, (Figure 1a), select the web site where
the Virtual Directory will go. Enter the Virtual Directory name, which should
not have any spaces. If using IIS Web Site Directory, (Figure 1b), enter the
website name (this can have spaces). Enter a port number which is not currently
in use by another web site. The port number value should be between 1000 and 50,000.
Click next to continue.
Figure 1a
Figure 1b
6.
Configuration
Parameters page
will open as shown in below image. Please provide your SMTP server which will
be used to send emails to Service Areas.
7.
Confirmation page will open. Click
next to continue.
8.
After
processing done Installation Complete
page will come. Click on finish button to complete the setup. CCS Service
Request Submit Web Request has been successfully installed.
Next Steps
Go to Service Area Manager utility in the
Service Area Manager folder in the Service Request system. Use the “Utilities
Export” in lower right of that utility. Enter a file path and put “Config.XML”
for the name, such as C:\MyFiles\config.xml. Then run the export.
Copy the XML file that is generated to the
root of directory of these newly installed Web Request pages on Web server, usually
C:\InetPub\wwwroot\ccssreswebparser.
The XML file carries over the settings in the utilities
in the Service Request system to the web form. With the XML file in place, the
web form will use the same lists and other settings as the Outlook forms.
For
the Email Address of where the web data is sent, open the XML file and find the
setting for “<SAEmail>” under each Service Area node in the XML. Enter
the email address of the folder that will receive the email for that Service
Area.
Screenshot of the Web
form
This
is what the Web Page looks like. This looks like an Outlook form, but it is
actually a Web Form that looks like the Outlook form, but it is a web form that
uses the settings from an XML file.
Changes to the Web
Form
Changes
can be made to the web form. The only required field is Email Address
Requiring and Hiding
Fields
This
web form will act in accordance with settings in the Field Manager Utility to
require or hide fields (as conveyed by XML file).
Changes to Utilities
in the Service Area
If
the settings in the Utilities of the Service Request system change, export XML
file again and copy over to web directory again.