Databases

By default, all Enterprise HelpDesk database files are located in the HelpDeskServer folder (for example, C:\Program Files\PC-Duo Enterprise\HelpDeskServer).

A database of issues (and their revision histories).

A database of definitions, which contains the queries, sorts, layouts, reports, notifications, fields, and tabs available in the project.

In addition to the project databases, there is a database of users. The users database is shared by all projects.

Issue Database

Database

Microsoft Access

The issues are stored in the file <project>01.dat, where <project> is the name of the Enterprise HelpDesk project.

SQL Server

The issues are stored in the <project>01_Dat database, where <project> is the name of the Enterprise HelpDesk project. The database consists of these files:

<project>01_Dat.mdf

The master data file (MDF) of the database.

<project>01_Dat_log.LDF

Log file that holds the log information used to recover the database. There must be at least one log file for each database, although there can be more than one.

Tables

tblDts

Stores most of the information entered for an issue. This includes most of the fields on the Overview, Description, and Detail tabs, as well as the information entered on any custom tabs added to the project.

tblAttachments

tblRevisionHistory

Project Definitions Database

Database

The project definitions database consists of a single file named <project>02.Def, where <project> is the name of the Enterprise HelpDesk project. This is a Microsoft Access database (MDB) file.

Tables

tblDtsFields

Defines the fields available in an Enterprise HelpDesk project. The Field Editor in HelpDesk Admin provides a user interface for editing most of the columns in this table.

In tblDtsFields, the tWhere column specifies a Where clause that controls the contents of a choice list. The HelpDesk project uses the Where clause to build the Contact, Owner, and Submitter choice lists.

For example, this Where clause removes macros (such as <User>) and contacts from the Owner list:

Where (([nID] >= 0 And  [tName]  <> '')Or
[tName]  = '<User>') And fOriginator = 0

The [nID] >= 0 condition removes the macros defined in tblUser:


User ID	User Name
-4	<Contact>
-3	<User>
-2	<Previous Owner>
-1	<Owner>

The user with nID = 0 is the <None> macro.

The fOriginator = 0 condition removes contacts, so that the list contains users only.

tName is the name of the user.

tblState

Specifies the list of choices for the State field. The State field is a read-only field that is set based on the Progress field.

tblSubState

Specifies the list of choices for the Progress field. Each possible substate corresponds to a possible State value (Open or Closed).

Choice List Tables

A choice table specifies the possible values for a choice list field. Each row in a choice table includes an nID, a tName (the choice text), and optionally, an nChoiceID (for non-alphabetical choice lists).

In the DAT database, multi-choice fields store a semi-colon separated list of the tName values (the choice text strings), not the nID values.

Users Database

Database

Microsoft Access

SQL Server

USERS_MDB.mdf

USERS_MDB_log.LDF

Tables

tblUser

Lists the users and contacts. Users have logon names and passwords. Contacts are people who report issues, but do not have a logon account.

If you add a field to the Origin tab, the field is added to tblUser, not tblDts. The Origin tab is a read-only tab that displays user and contact information. The user and contact information is actually entered in HelpDesk Web Admin (Users tab) and in HelpDesk Admin (Tools > Security, Users tab). This allows user and contact information to be entered once for all issues, instead every time for each issue.

Other Project Files

<project>03.Usr is a Microsoft Access database. It contains a number of temporary tables used by HelpDesk Admin.