SupprtDesk Technical Setup Guide Last Updated: 29 August 2013
All Rights Reserved Sftware Cpyright 1993-2013 Huse-On-The-Hill Sftware Ltd All Rights Reserved Manual Cpyright 1993-2013 Huse-On-The-Hill Sftware Ltd Huse-On-The-Hill Sftware Ltd. disclaims any liability fr any damage including but nt limited t crruptin f data whether arising directly r indirectly frm the use f sftware riginated by Huse-On-Hill Sftware. All Huse-On-The-Hill Sftware prgrams are supplied 'as is' and Huse-On-The-Hill Sftware Ltd. des nt warrant that the peratin f the prgram will be uninterrupted r errr free r that prgram defects will be crrected. Windws is a registered trademark f Micrsft Crpratin. Huse-On-The-Hill Sftware Ltd. acknwledges the use f ther trademarks in this manual and respects the rights f the hlders. NB. We advise that yu take a backup f yur SupprtDesk directry and databases n, at least, a daily basis. Cntact yur cmpany s Database Administratr (DBA) t ensure this takes place. Technical Setup Guide 2
Cntents Cntents 3 1 System Requirements 5 2 Setup Task List 6 On Server... 6 On each Client Machine... 6 3 Database Setup 7 Micrsft Access... 7 Micrsft SQL Server... 7 SQL Server: Creating SupprtDesk Database and Lgin... 8 Creating the Database and User Manually... 8 Oracle Database Setup... 11 Creating SupprtDesk Oracle Database... 11 Creating the Oracle Tablespace... 15 Creating SupprtDesk Oracle User... 16 Creating SupprtDesk Tables... 19 MySQL Database Setup... 20 SQL Server Express Database Setup... 21 Database Security... 21 4 Server Installatin 22 Installing the Sftware... 22 5 Client Installatin 23 Shrtcut t the Applicatin... 23 Setting up the Database Cnnectin... 24 Micrsft SQL Server & SQL Server Express... 24 Differences with SQL Server Express... 25 Micrsft Access... 26 Oracle... 27 MySQL (Versin 5)... 29 6 Lgging in t SupprtDesk 30 Lgin Details Tab... 30 SQL Settings Tab... 30 7 SupprtDesk WebServer 32 Overview... 32 Prerequisites... 33 Steps fr Windws Server 2008 (IIS 7).... 33 Steps fr Windws Server 2003 (IIS 6)... 36 Installing SupprtDesk WebServer (IIS 7)... 39 Default Dcument... 41 Technical Setup Guide 3
Handler Mappings... 42 Cmmn Errr.... 44 Authenticatin... 45 Installing SupprtDesk WebServer (IIS 6)... 47 Perfrmance Tweaks (IIS 6 nly)... 53 Installing SupprtDesk WebServer (fr IIS 5)... 54 Ntes fr System Administratrs... 58 WebServer Attachments... 58 IIS 7 and IIS 6... 59 Final WebServer Cnfiguratin... 61 Accessing the WebServer... 63 Useful WebServer Cnfiguratin Tips... 63 Default New Call Settings... 63 Hide Certain Fields frm Web Users... 64 Installing SupprtDesk Mbile... 66 8 Optinal Cmpnents 66 Windws Authenticatin... 66 Windws client... 66 WebServer client... 67 E-Mail Integratin... 71 Wrkflw Engine... 71 KPI Mnitr... 72 LDAP Integratin... 72 IT Asset Management... 72 Auditr... 72 Remte Cntrl... 72 Micrsft SMS... 73 Centennial Integratin... 73 Telephny Integratin... 74 9 Cntacting Huse-n-the-Hill 75 Getting in Tuch... 75 E-Mail... 75 Web... 75 Telephne... 75 Pstal Address... 75 Technical Setup Guide 4
1 System Requirements Fr system requirements refer t: - http://www.husenthehill.cm/supprt/supsystemreq.p df. Technical Setup Guide 5
2 Setup Task List The fllwing is a list f tasks, which need t be perfrmed in sequence when cnfiguring yur SupprtDesk system. On Server Create SupprtDesk Database n Server with assciated User, by which SupprtDesk sftware can cnnect. Cntact yur Database Administratr (DBA) fr details. See 3: Database Setup Install SupprtDesk nt applicatin Server. See 4: Server Installatin Cnfigure and test cnnectin t Server Database. See 5: Database Cnnectin (Within Client Installatin) Lg int SupprtDesk and check prgram peratin is OK. See 6: Lgging int SupprtDesk On each Client Machine Install Database Cnnectin sftware (Custm Install) See 5: Client Installatin Cnfigure and test cnnectin t Server Database See 5: Database Cnnectin (Within Client Installatin) Lg int SupprtDesk and check prgram peratin is OK. See 6: Lgging int SupprtDesk Technical Setup Guide 6
3 Database Setup Micrsft Access By default an empty Micrsft Access database (suppdesk.mdb) is installed int the SupprtDesk directry n the Server. N further tasks are required except t make sure that this database is backed up regularly. Occasinally, Access databases can becme crrupted. They can nrmally be repaired by using the Repair buttn in the ODBC DSN that has been created fr suppdesk.mdb r by using the MS Access prgram. Micrsft SQL Server On yur Database Server machine yu need t: Ensure the SupprtDesk SQL Server is in SQL Server and Windws Authenticatin mde. Open Enterprise Manager, expand Micrsft SQL Servers, expand SQL Server Grup, right muse click n the relevant SQL Server and select Prperties. Click n the Security tab and make sure SQL Server and Windws Authenticatin is checked in the Security sectin. Create a SQL Database t hld the SupprtDesk tables Create a SQL User fr SupprtDesk access which: 1. Has wnership rights f the SupprtDesk SQL database 2. Defaults t this database n SQL lgin 3. Has a full SQL Table Create/Select privilege. This user will be used by all SupprtDesk clients t access the SQL database. Nte: Fr MS SQL Server installatins yu must be using SQL Server Versin 7 r later. Technical Setup Guide 7
SQL Server: Creating SupprtDesk Database and Lgin Creating the Database and User Manually Start SQL Management Studi and right click n Databases under the name f yur Server. Select New Database Enter details similar t the nes belw: Technical Setup Guide 8
Under Security > Lgins right click and select New Lgin Enter Name (and Passwrd if required) similar t belw and make sure the database created in 1 abve is entered as the default Database at the bttm. We als recmmend that yu use SQL Server Authenticatin fr this Lgin. Make a nte f the Name, Passwrd and Database; yu will need t refer t these names again. Technical Setup Guide 9
Select the User Mapping page and, tick the SupprtDesk database and ensure that this lgin ONLY has db_wner and public rles selected fr this database. Yu will als need t set the Default Schema t be the same as yur username - in the example belw the User is Suppdesk, and the default Schema has been set t the same name. Finally, click OK t this screen and exit SQL. Nte: When yu first lg int SupprtDesk the SQL tables will be created dynamically in yur SQL Server database by the applicatin. Technical Setup Guide 10
Oracle Database Setup On yur Database Server machine yu need t: Create an Oracle Database called suppdesk using Oracle s Database Cnfiguratin Assistant. Within this database create a tablespace called suppdesk. Create an Oracle User called suppdesk which defaults t the suppdesk tablespace. Create the SupprtDesk tables. Nte: Fr Oracle installatins yu must be using Oracle Versin 7 r later. Creating SupprtDesk Oracle Database Start Oracle Database Cnfiguratin Assistant prgram n Oracle server and create a new database and click Next. Select the General Purpse database template and click Next. Enter yur database name suppdesk and click Next. Technical Setup Guide 11
Click Next if satisfied with default settings fr Management Optins. Enter suppdesk (r any ther wrd) against all passwrd fields. Click Next if satisfied with default settings fr Strage Optins. Technical Setup Guide 12
Click Next if satisfied with default settings fr Database File Lcatins. Click Next if satisfied with default settings fr Recvery Cnfiguratin. Click Next if satisfied with default settings fr Database Cntent. Technical Setup Guide 13
Click Next if satisfied with default settings fr Initializatin Parameters. Click Next if satisfied with default settings fr Database Strage. Click Next if satisfied with default settings fr Creatin Optins. Technical Setup Guide 14
Creating the Oracle Tablespace Start Database Cntrl suppdesk, which will pen up Oracle Enterprise Manager. Lg in t the database with yur username and passwrd. Click n the Administratin tab, and click n Tablespaces. Make sure Single is selected in the drp dwn menu fr Selectin Mde. Nw click n Create. Enter suppdesk as the name f the Tablespace. Under Datafiles click n add. Enter a value fr the File Name field. Under Strage click n Autmatically extend datafile when full and enter a value fr Increment. In this case we have entered the value f 50. Technical Setup Guide 15
Once this is dne n the Tablespace page shuld lk smething like this. Creating SupprtDesk Oracle User On the Administratin page click n User. And nw create a new user. Fill in the fields as required. Technical Setup Guide 16
Next t Default TableSpace, find the relavent Tablespace ie the ne we have named SUPPDESK. Navigate t Rles, which is fund next t General in the set f tabs n the page. This will nw allw yu t mdify the rles. Frm the list f Available Rles, mve CONNECT and RESOURCE t the Selected Rles list. Navigate t System Privileges, which is fund next t Rles in the set f tabs n the page. This will nw allw yu t mdify the system privileges. Add the fllwing 10 System Privileges t the Selected System Privileges sectin: ALTER ANY INDEX, ALTER ANY TABLE, ALTER TABLESPACE, CREATE ANY INDEX, CREATE ANY TABLE, CREATE TABLESPACE, DROP ANY INDEX, DROP ANY TABLE, UNLIMITED TABLESPACE, UPDATE ANY TABLE. Technical Setup Guide 17
Navigate t System Privileges, which is fund next t Rles in the set f tabs n the page. This will nw allw yu t mdify the system privileges. Technical Setup Guide 18
Creating SupprtDesk Tables Prceed t chapter 4 and install the sftware n the server. Fllw the instructins in chapter 5 t create a shrtcut and an ODBC cnnectin t the database n the server. Lgin t SupprtDesk n the server with a lgin and passwrd f yur chice and the tables will be created fr yu. Technical Setup Guide 19
MySQL Database Setup Dwnlad and install nt yur MySQL Server the latest Prductin release f MySQL Database Server frm http://www.mysql.cm/dwnlads/. Open the MySQL Wrkbench prgram and create a new cnnectin called suppdesk. Leave the schema as blank as we are yet t create this. Nw pen the cnnectin yu have created by duble clicking n it in the Wrkbench interface. Click in the Script pane and enter the fllwing CREATE DATABASE `supprtdesk`. Nw click n Execute SQL Script at the tp t execute the script and right click in the Object Brwser and click n Refresh all and yu shuld see yur newly created database. Here s what it lks like nw in the Wrkbench prgram. Right click n the supprtdesk database and click n Set as Default Schema. Nw create an ODBC cnnectin t the database using the Data Surces (ODBC) prgram in Administrative Tls (fr 64-bit machines yu will find it in %systemrt%\sysww64\dbcad32.exe). This will use the MySQL ODBC Cnnectr, which yu shuld have dwnladed. Nw lg int SupprtDesk by entering yur Supprtdesk lgin, passwrd and ODBC name. Leave the SQL Server lgin and passwrd fields blank. The first time yu lg int SupprtDesk yu will generate all SupprtDesk tables. Dwnlad and install the MyODBC driver. This can be dwnladed separately frm http://www.mysql.cm/dwnlads/cnnectr/dbc/. Technical Setup Guide 20
SQL Server Express Database Setup The SQL Server 2008 Express is a SQL Server cmpatible database engine supplied with certain Micrsft slutins. See http://www.micrsft.cm/express/database/ fr full details. There is n difference in the cnfiguratin f SQL Server if yu are running SQL Express, ensure that yu dwnlad SQL Management Studi Express s that yu can manage the databases. Database Security We advise that yu take a backup f yur SupprtDesk directry and databases n at least a daily basis. Cntact yur Cmpany s Database Administratr (DBA) t ensure this takes place. Technical Setup Guide 21
4 Server Installatin Installing the Sftware Place the SupprtDesk CD in yur cmputer s CD-ROM drive. If yur CD-ROM has AutPlay enabled, the SupprtDesk Setup will start autmatically, in which case mve nt Step 4; therwise cntinue with Step 2. Open My Cmputer and right click n the CD drive. Select Open. Find setup.exe and run the prgram frm here. The Welcme dialgue bx appears. Click Next > t cntinue. The Destinatin Flder dialgue bx appears. Enter the path f the SupprtDesk Flder/Directry n the LAN. Yu can use the Brwse buttn t select the Flder. Click Next > t cntinue. The sftware will cpy the apprpriate files t the destinatin flder, as well as cnfiguring yur system t use SupprtDesk. IMPORTANT: Yu d nt need t install the sftware n each client machine please read n fr mre infrmatin n cnfiguring clients. Make sure yu share ut the SupprtDesk installatin directry acrss the netwrk s that users can access and run the applicatin. By default, the installatin directry is created with a full cntrl permissin fr everybdy. This is because directries and subdirectries will need t be created by the users when an actin such as adding an attachment t a call is perfrmed. SupprtDesk will cpy these files int subdirectries n the server, s that they can be accessed by all users. Technical Setup Guide 22
5 Client Installatin Shrtcut t the Applicatin Fr every user f SupprtDesk yu must add a shrtcut t SupprtDesk n the user s desktp. Right click n the Desktp and select New > Shrtcut Type the lcatin f the SupprtDesk installatin n the netwrk i.e. \\servername\suppdesk\supdskcs.exe Click Next, give the shrtcut a name, and then click Finish. Next, right click n the newly-created shrtcut, and chse Prperties. Ensure that the Start In directry is crrect it needs t be the installatin directry as shwn belw. Technical Setup Guide 23
Setting up the Database Cnnectin These steps als need t be perfrmed n each client machine that needs t cnnect t SupprtDesk. Nte: The instructins n hw t setup the database cnnectin fr the WebServer is the same as with setting up the Windws client. If yu are using bth the Windws client and the WebServer, then the DSN must be same. Make sure yu fllw the steps fr yur apprpriate database schema. Micrsft SQL Server & SQL Server Express G t Cntrl Panel n the cmputer, and chse Administrative Tls. Open up Data Surces (ODBC) (If yu have a 64-bit client machine then yu need t use the 32-bit ODBC. Use the "Run" dialg bx, and type %SystemRt%\SysWw64\dbcad32.exe). Make sure yu have the System DSN tab selected, and click Add The Create New Data Surce windw appears, select SQL Server frm the list f names, and then click Finish. The Create a New Data Surce t SQL Server dialgue appears. Give the DSN the name HuseOnTheHill, and enter the descriptin and name f the SQL Server t cnnect t. An example is given belw. Technical Setup Guide 24
Click Next t mve n t the Authenticatin settings. Make sure yu set up the DSN t cnnect With SQL Server authenticatin. At the bttm f the windw, enter yur SQL Server lgin and passwrd. These are nt stred, but are used t cnfirm that this DSN can cnnect t SQL Server crrectly. An example screensht is belw. The next tw steps f the Wizard require n changes t be made. When yu get t the end f the wizard, yu will be prmpted t test the cnnectin. If it succeeds, finish the Wizard and clse dwn the Data Surce Administratr. If the tests failed, duble check the settings n the DSN and ensure that the specified SQL Server is available and pen t cnnectins. Yu can nw lg in t SupprtDesk. Yu may be presented with an errr when yu first lg in this is because SupprtDesk des nt have the SQL Server username and passwrd yet. Click thrugh the errr, switch t the SQL Settings tab and enter the SQL Server username and passwrd. Yu can then lg in t SupprtDesk! Differences with SQL Server Express By default the SQL Server Express installs with Windws Authenticatin rather than SQL Server Authenticatin. The steps fr cnnecting t SQL Server Express are the same as abve, but with the fllwing differences: In step 6, yu shuld chse the ptin With Windws NT authenticatin rather than With SQL Server authenticatin. This will enable lgn t the database engine using yur Windws lgin. In step 8, yu d nt need t enter the username and passwrd n the SQL Settings tab in SupprtDesk. Technical Setup Guide 25
Micrsft Access G t Cntrl Panel n the cmputer, and chse Administrative Tls. Open up Data Surces (ODBC). Make sure yu have the System DSN tab selected, and click Add The Create New Data Surce windw appears, select Micrsft Access Driver (*.mdb) frm the list f names, and then click Finish. The ODBC Micrsft Access Setup dialgue appears. Give the DSN the name HuseOnTheHill, and chse which database t cnnect t by clicking Select and navigating t the crrect.mdb file n the server. In the dialg that appears when yu click Select, it is pssible t type a direct UNC address instead f using a mapped netwrk drive. Simply type the address in the Database Name bx, as shwn belw. If yu haven t created a database yet, use the Create buttn t create a blank database n the server. SupprtDesk creates the crrect schema when yu first lg in t SupprtDesk. Technical Setup Guide 26
Oracle G t Cntrl Panel n the cmputer, and chse Administrative Tls. Open up Data Surces (ODBC). Make sure yu have the System DSN tab selected, and click Add The Create New Data Surce windw appears, select Oracle in OraDb10g_hme1 frm the list f names, and then click Finish. The Micrsft ODBC fr Oracle Setup dialgue appears. Give the DSN the name HuseOnTheHill and a descriptin, and enter the Oracle User Name and Server Technical Setup Guide 27
details the windw yu see will be similar t the ne belw. Yu can nw lg in t SupprtDesk. Yu may be presented with an errr when yu first lg in this is because SupprtDesk des nt have the SQL Server username and passwrd yet. Click thrugh the errr, switch t the SQL Settings tab and enter the Oracle username and passwrd. Yu can then lg in t SupprtDesk! Technical Setup Guide 28
MySQL (Versin 5) Yu must dwnlad and install the Cnnectr/ODBC 5 driver n each client machine. This can be dwnladed separately frm http://dev.mysql.cm/dwnlads/cnnectr/dbc/. When the Cnnectr/ODBC 5 driver is installed, g t Cntrl Panel n the cmputer, and chse Administrative Tls. Open up Data Surces (ODBC). Make sure yu have the System DSN tab selected, and click Add The Create New Data Surce windw appears, select MySQL ODBC x.xx Driver frm the list f names, and then click Finish. The Micrsft ODBC fr MySQL Setup dialgue appears. Give the DSN the name HuseOnTheHill and a descriptin, and enter the MySQL server, user and passwrd details. Once yu have entered these, select the crrect database frm the drpdwn at the bttm f the windw. Click Test afterwards t test the cnnectin. If yu are using MySQL Server 4.1 r later, switch t the Advanced tab, and tick Change BIGINT Clumns t INT. Yu can nw lg in t SupprtDesk. Yu may be presented with an errr when yu first lg in this is because SupprtDesk des nt have the SQL Server username and passwrd yet. Click thrugh the errr, switch t the SQL Settings tab and enter the MySQL username and passwrd. Yu can then lg in t SupprtDesk! Technical Setup Guide 29
6 Lgging in t SupprtDesk Lgin Details Tab On this screen yu can see the current versin f SupprtDesk that yu are running, alng with a summary f all yur purchased ptins. If it is the first time yu have ever lgged in t SupprtDesk, then the first lgin and passwrd yu use will be added int the system as a Supervisr-level user. SQL Settings Tab The SQL Settings tab lets yu specify the name f the DSN yu created previusly (it defaults t HuseOnTheHill) and yu als need t enter yur database username and passwrd n this screen, unless the system yu are running is cnnecting t a Micrsft Access database. The passwrd is stred fr future use by SupprtDesk, but is encrypted n the lcal machine. Technical Setup Guide 30
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7 SupprtDesk WebServer Overview The WebServer allws Users t gain access t the SupprtDesk system using any web brwser, either via the Internet r thrugh a lcal Intranet. The web pages can be easily custmised t reflect yur rganisatin s wn crprate image. The secure remte lgin prcedures ensure that nly authrised Users gain access. The SupprtDesk Supervisr can set the Web User s level f access and functinality. Fr example, a Custmer may be allwed t d n mre than list and interrgate the Status f their wn Calls. Custmers can be given sufficient access t lg a Call, thus increasing the speed f call lgging and prviding a service that is independent f ffice hurs. Calls lgged by yur Custmer can be autmatically acknwledged by an e-mail message. The mdule prvides chesive supprt fr multi-site rganisatin s, giving a link t supprt staff wrking away frm the help desk lcatin. Remte help desk staff culd be given access t all Calls in rder t reslve utstanding prblems. (Their capabilities can be equivalent t the lcalised Windws based SupprtDesk users.) WebServer allws individuals t filter the Calls against varius criteria and particular Calls can be interrgated in detail. SupprtDesk s WebServer is a pwerful and cst effective tl fr servicing yur Custmers, which increases the efficiency f yur service desk whilst reducing the vlume f incming telephne calls. Technical Setup Guide 32
Prerequisites If yu intend t run the SupprtDesk WebServer ver a secure HTTPS/SSL cnnectin, yu will need t request a certificate using the IIS Certificate Wizard. Fr testing purpses it is pssible t generate a self-certified certificate using the SelfSSL tl included in the IIS resurce kit, available frm the Micrsft web site. Befre attempting t install SupprtDesk WebServer it may be the case that IIS has t be added t Windws first. T d this fllw the instructins belw relevant t what versin f IIS yu have installed n yur machine. Steps fr Windws Server 2008 (IIS 7). These ntes are accmpanied by a web dem at http://www.husenthehill.cm/turs/iis/iis.html. T install IIS 7, d this:- Open Cntrl Panel. Select PROGRAMS AND FEATURES. Select TURN WINDOWS FEATURES ON OR OFF. Select ROLES. Technical Setup Guide 33
Select ADD ROLES system shws Server Rles. Nte: Be default, Windws will have Web Server (IIS) ticked System issues warning Add features required fr WebServer IIS these features will prbably be dcumented as Windws Prcess Activatin Service, Prcess Mdel, and Cnfiguratin API s. Click n ADD REQUIRED SERVICES. Select NEXT. Technical Setup Guide 34
Select NEXT. Screen ffers Rle Services fr IIS. TICK ISAPI EXTENSIONS - (Nte if the Web is t use Windws Authenticatin at a later date this is where it is set. Select NEXT. Technical Setup Guide 35
Select INSTALL. Windws may shut dwn and restart. Steps fr Windws Server 2003 (IIS 6) If yu are running IIS 6.0 r greater, yu will have t explicitly allw access t the SupprtDesk ISAPI extensin DLL. T d this:- Open Cntrl Panel. Open Administrative Tls, and then pen Cmputer Management. Navigate t Services and Applicatins/Internet Infrmatin Services (IIS) Manager and then select and right click the Web Service Extensins item. Technical Setup Guide 36
Click n 'Add a new Web service extensin' link, create a new extensin named SupprtDesk and add a file which pints t the supisacs.isa and supmbile.isa file in the SupprtDesk installatin flder, and set the status t 'Allwed'. Press 'OK' t cnfirm yur changes. In yur Cmputer Management windw, it shuld shw that the Web Service Extensin SupprtDesk with Allwed as its Status. Technical Setup Guide 37
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Installing SupprtDesk WebServer (IIS 7) We advise that a new applicatin pl be created specifically fr SupprtDesk. This can als be called SupprtDesk. The settings n the Applicatin pl shuld be set t N Managed cde and the Managed Pipeline mde shuld be Integrated. This shuld nly be dne fr the SupprtDesk Applicatin Pl SupprtDesk shuld be the nly thing running in its wn Applicatin Pl. That way this shuldn t affect anything else. Open IIS Manager. In the left hand pane, click n the arrw next t the user, which drps a dwn a list. Select Applicatin Pls. Navigate t the right hand pane and click n Add Applicatin Pl. Enter a Name in the Name field and keep the ther settings as their default value and click OK. On 64-bit machines nly - RIGHT CLICK the new Applicatin Pl and select Advanced Settings. In the (General) sectin, set Enable 32-Bit Applicatins t True. Navigate t Default Web Site in the left hand pane under Sites. RIGHT CLICK n Default Web Site and select Add Applicatin. Technical Setup Guide 39
Settings are as belw. With the Physical path f the SupprtDesk installatin selected. Select the crrect Applicatin Pl, in this example it is SupprtDesk, the ne we created earlier. On clicking OK yu are returned t the Main IIS Windw. The Authenticatin shuld be set t Annymus Authenticatin by default. Technical Setup Guide 40
Default Dcument The next task is t set the default dcument that will be used by this web site. S we remve all existing dcuments shwing in Default Dcument. We nw click n Add and add the new Default Dcument, which is called supisacs.dll. Technical Setup Guide 41
Default Dcument shuld nw lk like this. Handler Mappings The next requirement is t set the handler mappings. Open the Handler Mappings ptin and select Add Mdule Mapping. This pens the Add Mdule Mapping screen. The Request Path shuld be set t supisacs.dll. Mdule shuld be set t IsapiMdule. Executable shuld be set t the path fr supisacs.dll, which shuld be in the suppdesk directry. Finally the name we have given fr the mdule mapping is supprtdesk. Technical Setup Guide 42
Click n the Request Restrictins and set Access t Execute. Yu may get a prmpt ffering, which lks like this. Click Yes. Technical Setup Guide 43
Cmmn Errr. This may be due t the required dll fr SupprtDesk being Disabled. Try pening the Handler Mappings and checking the Handler Mappings. If Disabled Edit the Feature Permissins and set t Execute. Technical Setup Guide 44
Authenticatin One final task befre testing the web UI is t ensure that the suppdesk install directry has the crrect permissins. The example screen shts abve have been fr a website set with Annymus authenticatin, which allws fr guest users t use the system prviding they have valid lgin details. Therefre we need t edit permissins fr the IUSR accunt, which relates t Web Annymus Users. Under Default Web Site, right click n SupprtDesk and click n Edit Permissins. This will pen up suppdesk Prperties. Technical Setup Guide 45
Click n the Security tab and then check t see if IUSR is in the list f grup r user names. If nt then click n Add. In the field titled Enter the bject names t select, type in IUSR and then click n Check names, which shuld find and underline IUSR. Then click OK. Select IUSR, and underneath Allw check the bx next t Full Cntrl, which will nw give IUSR full cntrl. Nte: If Windws Authenticatin has been selected fr the web UI then the permissins n the flder shuld be set in cnsultatin with the System Administratr. Technical Setup Guide 46
Installing SupprtDesk WebServer (IIS 6) Open IIS manager. In the left hand pane, click n the arrw next t the user, which drps a dwn a list. Select and right click n Applicatin Pls. Navigate t New and click n Applicatin Pl. Type in a name fr the new Applicatin Pl in the field, in this case we have called it suppdesk. Then click OK. Nw in the left hand pane, navigate t Default Website under Web Sites. Right click n Default Website and navigate t New and click n Virtual Directry. Technical Setup Guide 47
This brings up the fllwing windw. Click Next. Fr the alias type in Supprtdesk and click Next. Technical Setup Guide 48
Click n brwse and lcate the suppdesk directry. Click n Next. Nw a list f access permissins will appear and by default Read will be checked. Uncheck Read and check Execute. Click n Next. Technical Setup Guide 49
Finally click n Finish, which will take yu back t the IIS manager. In IIS manager, navigate t Default Web Site and right click n SupprtDesk and click n Prperties. Technical Setup Guide 50
In the Virtual Directry tab, uncheck Read and then apply the crrect Applicatin Pl at the bttm in the drp dwn menu. Click n the Dcuments tab and remve all existing dcuments shwing in the list f dcuments. The click n Add and add supisacs.dll as the nly default dcument. Technical Setup Guide 51
Click n Directry Security and then click n Edit. The Authenticatin Methds windw shuld appear. Click n Brwse and the Select User windw will cme up. In the field fr Enter the bject name t select, type in IUSR and then click n Check Names. Once the name has been verified, click OK. Technical Setup Guide 52
It is ptinal if yu want t set a passwrd fr this, if s then input a passwrd int the passwrd field. Next we want t check Integrated Windws authenticatin, which is under Authenticated access and then click OK. When back n the Prperties page, click Apply and then OK. Perfrmance Tweaks (IIS 6 nly) T ptimise perfrmance, in IIS Admin fr the Virtual Directry SupprtDesk Prperties run the Virtual Directry in a separate Applicatin Pl. Yu may als wish t cnfigure the Default Web Site t bandwidth thrttle at 4096K fr less than 10,000 Users. Technical Setup Guide 53
Installing SupprtDesk WebServer (fr IIS 5) NOTE: The installatin prgram fr SupprtDesk cnfigures IIS if it is present n the server. These instructins are present fr users wh wish t run the WebServer n a separate machine t the applicatin server. Start Internet Infrmatin Services (IIS) via Administrative Tls within Cntrl Panel. Expand the tree n the left hand side and select Default Web Site, which is under Web Sites. Right click n Default Website and select New > Virtual Directry. Technical Setup Guide 54
This will bring up the New Virtual Directry wizard. Enter SupprtDesk as the name f yur alias and press Next > Enter yur WebServer installatin path (e.g. C:\suppdesk) as yur alias physical directry path t where WebServer has been installed, and press Next > Technical Setup Guide 55
On the Access Permissins dialgue, check Read and Execute ptins and uncheck Run scripts. Press Next > and then Finish. Nw select the SupprtDesk alias and using the right muse menu bring up its Prperties. The dialgue shuld be similar t the ne shwn belw. Technical Setup Guide 56
Check the entries are crrect and uncheck the Lg visits and Index this resurce ptins. Select the Dcuments tab, and remve all existing entries. Click Add and enter supisacs.isa as Default Dcument Name. Click OK. Technical Setup Guide 57
Keep clicking OK until yu return t the IIS Manager and then Exit. Ntes fr System Administratrs The User, IUSR_<YurIISServerName> (the Annymus Internet Guest Accunt), must be given full access t the directries where SupprtDesk is installed and the installatin directry. This is the directry where suppdesk.ini may reside and SupprtDesk temprary and private files reside (in C:\suppdesk\Temp and C:\suppdesk\Private respectively). If the WebServer is installed n an NTFS partitin make sure apprpriate NTFS permissins are in place. Check the Prperties f these directries (using the right muse menu) and ensure that the User, IUSR_<YurIISServerName> has full access t bth directries. WebServer Attachments If the attachments flder t be used by SupprtDesk is anything ther than the default then the fllwing actin must be taken n the WebServer setup. System Administratin must als ensure that the IUSR accunt (if using annymus authenticatin) has read/write/amend permissins n this flder. Installing WebServer Attachments are identical in bth IIS 7 and IIS 6 as yu can see frm belw. Technical Setup Guide 58
IIS 7 and IIS 6 Create a sub-virtual directry under the SupprtDesk virtual rt (right muse click n SupprtDesk and click add virtual directry.) The alias must be Attachments. Physical path must be the Attachments directry referred t n the SupprtDesk Cmpany Cnfiguratin dialgue. Yu will need t stp and restart the web service. Fr IIS 7 it will lk like this: Fr IIS 6 it will lk like this: Technical Setup Guide 59
Technical Setup Guide 60
In SupprtDesk yu will need t specify the attachments flder. T d this, fllw the instructins belw, Lg int the WebServer client as a supervisr user. Navigate t System Management->Settings->Advanced Settings. Set the Attachments Flder field t be the UNC path f the attachments flder that yu are ging t use. It shuld lk smething like this, Once this is dne click n OK at the bttm and then lg ut f SupprtDesk. Run an IISRESET n the WebServer and then lg int SupprtDesk. ensure that the User, IUSR_<YurIISServerName> has full access t bth directries. Final WebServer Cnfiguratin The last step is t prvide the WebServer with a username and passwrd t cnnect t the database with. Again, this is nt necessary if yu are running an Access system. Technical Setup Guide 61
In Ntepad n the WebServer machine, pen C:\suppdesk\suppdesk.ini. Next t dsn=, enter the name f the DSN yu wish t use. Find the lines beginning Username= and Passwrd=. Technical Setup Guide 62
Insert the database username and passwrd n these lines. Run an IISRESET afterwards t pick up the changes. When yu first use the WebServer, the passwrd in the INI file will be encrypted. Accessing the WebServer Finally, t access the WebServer, simply visit the virtual directry yu created. In yur web brwser, g t http://servername/supprtdesk/. T access SupprtDesk WebServer frm the netwrk, simply use the servers name in the address (i.e. http://servername/supprtdesk/). T access it frm the Internet, the server it is lcated n will need t be utward-facing. In situatins like this, we recmmend that the server is within a DMZ n the netwrk. Useful WebServer Cnfiguratin Tips Default New Call Settings If yu require default values t be set fr certain fields n a new Call, then start the WebServer Versin f SupprtDesk and g t System Management > Flders. Then, pen the default Flder fr yur end users (WebGuest s) and select entries under New Call Defaults. Leave SupprtDesk, and restart IIS fr these changes t take effect. Technical Setup Guide 63
If the default New Call settings that yu required fr web users are different t thse specified in the Flder definitin (which determines Windws defaults) then the suppdesk.ini file in the installatin flder can be edited t include web nly defaults in the sectin marked [Defaults]. Examples here might be Status=Open. Hide Certain Fields frm Web Users If yu require that certain fields are nt visible t yur end users (WebGuests) then yu need t mark these fields as Internal using the Data Dictinary. Select System Management->Data Dictinary and pick the field yu wish t hide (e.g. Call: Assignee)... Check Hide/Archive, then tick the Internal Hidden frm WebGuest check bx and press Save Field at the bttm. Technical Setup Guide 64
Technical Setup Guide 65
Installing SupprtDesk Mbile The Mbile client will nt need any further cnfiguratin within IIS as there is an autmaticdetect feature, which has been implemented within SupprtDesk, which will lad the Mbile client n yur mbile device. If yu wish t access the Mbile client n a PC then yu can d s by referencing supmbile.dll in yur SupprtDesk WebServer URL. S fr example it will lk smething like this http://<servername>/suppdesk/supmbile.dll. This will frce the Mbile client t be laded. Nte: It is pssible t use anther applicatin pl in IIS t handle the wrk lad f the Mbile client. This invlves creating anther applicatin in IIS, which will use a different applicatin pl t the ne that is used fr the WebServer client but it will use the same applicatin flder that is used fr the WebServer. Once this is dne yu will still be required t reference supmbile.dll in the URL in rder t access the Mbile client. 8 Optinal Cmpnents Windws Authenticatin Yu have the ptin f either implementing Windws authenticatin fr bth the Windws client and the WebServer client r just the WebServer client. Windws Authenticatin will use the Windws accunt username that yu are using and will try t match it with a crrespnding accunt in SupprtDesk, which has the same username. Fr example, if yur Windws accunt username is jeblggs then SupprtDesk will lk fr a crrespnding lgin accunt with the username jeblggs. In rder t implement this yu need t fllw the instructins belw fr bth the Windws client and the WebServer client respectively. Windws client i. Lg int SupprtDesk with a supervisr lgin. ii. iii. In SupprtDesk push CTRL ALT SHIFT Z, which will pen the System Cnfiguratin windw. Tick the Windws Auth checkbx, which shuld lk smething like this, iv. Click n OK, which will prmpt yu t restart SupprtDesk. Technical Setup Guide 66
v. The next time yu pen SupprtDesk, yu will be lgged in autmatically prviding that there is a matching SupprtDesk lgin t yur Windws accunt lgin. The passwrd infrmatin is irrevalent. WebServer client Fr IIS 7 yu will need t check t see if IIS has Windws Authenticatin installed as a security feature. This can be added as a rle r feature in IIS. Fllw the instructins belw t add Windws Authenticatin as a service. Open Cntrl Panel. Select PROGRAMS AND FEATURES. Select TURN WINDOWS FEATURES ON OR OFF. Select ROLES. Select ADD ROLES system shws Server Rles. Technical Setup Guide 67
Nte: Be default, Windws will have Web Server (IIS) ticked System issues warning Add features required fr WebServer IIS these features will prbably be dcumented as Windws Prcess Activatin Service, Prcess Mdel, and Cnfiguratin API s. Click n ADD REQUIRED SERVICES. Select NEXT. Select NEXT. Screen ffers Rle Services fr IIS. TICK Windws Authenticatin, which shuld be under Security. Select NEXT. Technical Setup Guide 68
Select INSTALL. Windws may shut dwn and restart. It is already available as an ptin in IIS 6. If yu nly require Windws Authenticatin fr the WebServer client then yu need t fllw the next 4 steps. If yu have already setup Windws Authenticatin fr the Windws client then skip t pint 5. i. Lg int SupprtDesk (Windws client) with a supervisr lgin. ii. iii. In SupprtDesk push CTRL ALT SHIFT Z, which will pen the System Cnfiguratin windw. Tick the Windws Auth checkbx, which shuld lk smething like this, iv. Click n OK, which will clse SupprtDesk. v. Fr IIS 7 d the fllwing, Open IIS and then expand Sites->Default Web Site and click n the name f yur SupprtDesk WebServer client. By default it is called suppdesk. On the right hand side there will be a number f ptins. Duble click n Authenticatin. Select Annymus Authenticatin and click n Disable n the right hand side and then select Windws Authenticatin and click n Enable n the right hand side. It shuld lk smething like this, Technical Setup Guide 69
Fr IIS 6 d the fllwing, Right click n the Virtual Directry name and then click n Prperties. Click n the Directry Security tab and then in Authenticatin and access cntrl, click n Edit. It shuld lk smething like this, Un-tick the Enable annymus access checkbx at the tp and then tick the Integrated Windws Authenticatin checkbx, which will be in the Authenticated access sectin. It shuld lk smething like this, Technical Setup Guide 70
Nw click n OK. vi. vii. viii. Clse IIS and run an IISRESET. Open a web brwser and cnnect t the WebServer client. Yu will be lgged in autmatically prviding that there is a matching SupprtDesk lgin t yur Windws accunt lgin. The passwrd infrmatin is irrevalent. E-Mail Integratin Please refer t the guide in the Huse n the Hill library at, http://www.husenthehill.cm/supprt/2009/e-mail%20optin.pdf. Wrkflw Engine Please refer t the guide in the Huse n the Hill library at, http://www.husenthehill.cm/supprt/2009/call%20escalatr%20and%20ca tegries.pdf. Technical Setup Guide 71
KPI Mnitr Please refer t the guide in the Huse n the Hill library at, http://www.husenthehill.cm/supprt/2009/kpi%20mnitr.pdf. LDAP Integratin Please refer t the guide in the Huse n the Hill library at, http://www.husenthehill.cm/supprt/2009/ldap.pdf. IT Asset Management This ptinal add-n cmes as tw parts: Auditr - t audit a PC fr hardware and installed sftware. Remte Cntrl package - t seamlessly take cntrl f a PC frm within the SupprtDesk applicatin. Auditr Please refer t the guide in the Huse n the Hill library at, http://www.husenthehill.cm/supprt/2009/audit.pdf. Remte Cntrl This remte cntrl package (similar t PC Anywhere) is shipped as part f the Auditr ptin, giving yu the ability t seamlessly take cntrl f a PC n yur netwrk. The sftware is installed int the rcntrl flder under the SupprtDesk installatin directry. It cnsists f tw parts. The Viewer fr the SupprtDesk users t interface t, and the Server, which needs t be running n each supprted PC n the netwrk. The Viewer applicatin, which SupprtDesk interfaces t, is called vncviewer.exe. This can be launched frm within SupprtDesk by: Selecting Launch > Take Cntrl f PC Listing Custmers (i.e. Supprted Users) at the main windw, using the right muse buttn and selecting Take Cntrl SupprtDesk will then start a viewer windw shwing the desktp f the PC in questin. Whether the Name r IP address f the machine is used is determined by selecting the Take Cntrl/Ping using PC Name checkbx in Setup > PC Auditr. There is als the ability t check the visibility f the PC n the netwrk using the Ping ptin. Fr a PC t have its desktp taken ver the Server part must be installed. D this by running WinVNC.exe n the PC. This can be included as part f the User Prfile similar t supaudit.exe. Technical Setup Guide 72
WinVNC can als be installed as a Windws Service n NT/2000/XP/Vista machines using the install parameter and un-installed using the remve parameter. Micrsft SMS SupprtDesk nw has integratin with Micrsft s Systems Management Server (SMS) prduct.this allws SupprtDesk t drill-dwn and interrgate PC infrmatin frm the SMS SQL Server databases. The SupprtDesk Supervisr shuld cnfigure which SMS database SupprtDesk uses via the SMS tab n the Setup > Cmpany Cnfiguratin dialgue. Enter the name f the SQL Server SMS database such as SMS_S1. Als enter the SQL Server wner f the tables - this is usually db. If yu have previusly defined a SupprtDesk SQL Server Lgin, remember t make sure yu give this lgin permissin t access the SMS database as well frm within SQL Server. This is dne under the MS SQL Server Lgin Prperties dialgue. Select the Database Access tab; check the Permit checkbx against the relevant database. Centennial Integratin SupprtDesk nw has an ptinal mdule t allw the SupprtDesk Custmer/Cmputer database t be synchrnised with a Centennial Discvery Asset Management Database Versin 4. Yu must have SupprtDesk licensed fr MS SQL Server fr this add-n t perate. Als ensure that the SupprtDesk Database resides n the same SQL Server as the Centennial Discvery Database. Make sure the SupprtDesk SQL Server lgin (default is suppdesk ) has public Database Access t the Discvery Database. Als that yur suppdesk SQL Lgin has SELECT permissin t the Client, ClientType and Organisatin tables in Discvery Database. Then lg int SupprtDesk and click n Setup + Centennial Integratr The default Centennial Database name is called Discvery and the tables by default are wned by db. Change these settings if different. Click the Query Centennial Database buttn t bring back a list f Devices frm the Discvery Database. Then press Lad abve Centennial data int SupprtDesk t insert r merge the device infrmatin int the SupprtDesk Custmer/Cmputer Table. Technical Setup Guide 73
Telephny Integratin This is an ptinal mdule that allws Users t dial Custmers frm within SupprtDesk. The fur areas where the dialing facility is available are: Dial buttns in Call Custmer & Cntact Dialgues Dial ptin n right buttn click at the main SupprtDesk Windw Press green telephne icn n tlbar. Incming Caller Line Identificatin (CLI) t recgnise the incming caller and ptinally create a new Call. If yu have rdered the Telephny ptin as part f yur SupprtDesk package, then it will autmatically be included in yur installatin when yu set up SupprtDesk. T use the Telephny ptin yu must have a Micrsft TAPI cmpliant phne cnnected t yur PC. T enable the telephny feature, the Users f SupprtDesk must have the bx Telephny Enabled checked n their User Details dialgue. Technical Setup Guide 74
9 Cntacting Huse-n-the-Hill Getting in Tuch If yu are unsure hw t use SupprtDesk, please refer t the SupprtDesk Technical Library which can be fund at http://www.husenthehill.cm/library.htm. If yu have any prblems setting up the sftware, r wish t get in tuch fr any ther reasn, please use the fllwing details t cntact us. E-Mail supprt@husenthehill.cm Web http://www.husenthehill.cm/ Telephne Supprt: +44 (0)161 449 7057 Sales: +44 (0)161 427 8988 Fax: +44 (0)161 449 7122 Pstal Address Huse-n-the-Hill Sftware Ltd 127 Stckprt Rad Marple Stckprt SK6 6AF ENGLAND Technical Setup Guide 75
Technical Setup Guide 76