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Installing Enterprise HelpDesk
Supported Configurations
Standard (1-Tier) Configuration
Options:
- Additional copies of HelpDesk Admin can be installed on other computers.
- Additional copies of Web View Editor can be installed on other computers. These copies of the Web View Editor can edit and regenerate existing Web views, but cannot create new Web views. Only the Web View Editor on the Web server can create new Web views.
Distributed (2-Tier) Configuration
In this configuration, HelpDesk Server and HelpDesk Web Server are installed on separate Web and database servers. The database server is the computer where SQL Server (PC-Duo Enterprise HelpDesk SQL Enabled) or your Access database files (PC-Duo Enterprise HelpDesk Access Enabled) are located.
Enterprise HelpDesk components and files located on the Web server:
Enterprise HelpDesk components and files located on the Database server:
Installing Enterprise HelpDesk
To successfully install and configure Enterprise HelpDesk, you must be able to log on to Windows with a domain account that has Administrator permissions.
The Enterprise HelpDesk setup program creates a domain user account that is used to access the Enterprise HelpDesk database, to access the PC-Duo Enterprise site database, and for anonymous access to the Web views. To modify the domain account used by Enterprise HelpDesk, start HelpDesk Admin and in the Tools menu, click Windows Account.
Selecting Components
If you select the Custom setup type, you can select which components to install.
HelpDesk Server Components
HelpDesk Server
HelpDesk Server includes the shared databases that contain the issues and definitions (such as queries, reports and layouts) for a Enterprise HelpDesk project.
HelpDesk Server must be installed in a shared folder on a network file server that can be accessed by all Enterprise HelpDesk users.
PC-Duo Enterprise HelpDesk SQL Enabled uses Microsoft SQL Server as the backend database, while PC-Duo Enterprise HelpDesk Access Enabled uses Microsoft Access.
HelpDesk Web Server
HelpDesk Web Server is the server component of HelpDesk Web and should be installed on a Web server (a machine running Internet Information Services).
The HelpDesk Web Server installation includes a Microsoft Windows service (Mq Issue Agent) that takes care of generating and sending e-mail notifications.
It also includes HelpDesk Web Admin, a Web-based administration tool. HelpDesk Web Admin allows you to administer users, choice lists, workflow, tabs, and e-mail notifications.
HelpDesk Admin Components
HelpDesk Admin
HelpDesk Admin is a Microsoft Windows application for administering Enterprise HelpDesk projects. For example, you use HelpDesk Admin to create projects, create users and user groups, customize fields, and set up e-mail notifications.
You can install HelpDesk Admin on any machine running Microsoft Windows, including your Web server. Typically, you install HelpDesk Admin on a single system from which you manage Enterprise HelpDesk.
Web View Editor
Web View Editor is a Microsoft Windows application that you use to create Web views for your Enterprise HelpDesk projects. Web views are Web-based applications that provide access to Enterprise HelpDesk projects through a Web browser.
You can install the Web View Editor on any machine running Microsoft Windows, including your Web server. You do not need to install the Web View Editor on all client machines. Typically, you install the Web View Editor on a single system from which you customize and generate your views.
In addition to installing the Web View Editor on any system where HelpDesk Admin is installed, you must install the Web View Editor on your Web server.
User Account for Notifications
Setup prompts you for a user account that can be used to run the notification service on the Web server and access the Enterprise HelpDesk projects (found on the computer where HelpDesk Server was installed).
This Windows user account should be a domain user account that has at least Power User-level permissions.
How to Set Up a Two Server Configuration
About the Two Server Configuration
In a two server configuration, you separate the Web application from the database by installing Enterprise HelpDesk components on two separate servers: a Web server and a database server.
Separating the Web application and the database onto different physical machines has some disadvantages. Performance is affected by the speed of the network connection between the servers, the additional security and authentication process on both servers, and the additional resources spent on network packaging, protocols, routing, and firewalls.
The impact on performance depends on equipment capabilities (CPU, memory, network), and the load and usage (number of concurrent users, most common actions, database size).
The two server configuration also means additional maintenance and administrative work, as well as additional network traffic for other users.
Setting Up the Distributed Configuration
To install Enterprise HelpDesk, you must have Administrator privileges on the domain. If you do not have Administrator privileges on the domain, the domain administrator must create a domain user account (with a password) before you install Enterprise HelpDesk.
Step 1: Install HelpDesk Server
- On your database server, start the Enterprise HelpDesk Setup program.
- In the Setup Type dialog box, click Custom.
- In the Installation Type dialog box, click Distributed (2-Tier).
- In the Distributed Installation dialog box, leave the default selection (HelpDesk Server).
- In the Select Components dialog box, leave the default selections (HelpDesk Server and HelpDesk Admin).
If you want a copy of the Web View Editor on the database server, install it after you install HelpDesk Web Server on the Web server.
- Complete the setup of HelpDesk Server.
Step 2: Install HelpDesk Web Server
- On your Web server, start the Enterprise HelpDesk Setup program.
- In the Setup Type dialog box, click Custom.
- In the Installation Type dialog box, click Distributed (2-Tier).
- In the Distributed Installation dialog box, click HelpDesk Web Server.
- In the Select Components dialog box, leave the default selections (HelpDesk Web Server, HelpDesk Admin, and Web View Editor). Installing all components ensures that permissions are set properly.
- In the Choose HelpDesk Admin Location dialog box, leave the default location.
- In the Choose Server Location dialog box, click browse and locate the HelpDeskServer folder on the database server. The location must be specified as a UNC path.
- Complete the setup of HelpDesk Web Server.
Entering Your License Information
You can enter your license key for PC-Duo Enterprise HelpDesk Access Enabled during installation. But the license key for PC-Duo Enterprise HelpDesk SQL Enabled must be entered in HelpDesk Admin.
To enter your license information:
The license key gives users the right to use Enterprise HelpDesk.
Evaluation licenses allow you to use Enterprise HelpDesk for a predetermined period of time. At the end of that period, you can no longer run Enterprise HelpDesk unless you provide a valid license key.
Number of Licenses
If License Type is Concurrent, shows how many users can run Enterprise HelpDesk simultaneously. The license key determines the number of concurrent users.
License Type
Specifies the type of access to Enterprise HelpDesk. Evaluation indicates demo licenses; Concurrent means that several users can use Enterprise HelpDesk simultaneously.
Expiration Date
Shows the date at which evaluation licenses expire and Enterprise HelpDesk stops working.
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, enter your license key, and click Apply.