Quick Start Guide for the SupportDesk Web Interface
Introduction
Welcome to the Richmond SupportDesk Web Interface upgrade guide.
This document should be used by the person(s) who will be performing the upgrade of the software and it is advisable that it is read
thoroughly prior to installation. It is recommended that the existing web site is backed up and that the Web.ini file is backed up from the System32 folder.
Web Interface Requirements (Server)
· Pentiumclass PC (1000MHz or higher recommended).
· 256 MB RAM or higher.
· Disk space required: 30 MB of free space in the target directory.
· Microsoft Windows 2000™ or later, Windows XP™ or Windows Server 2003™.
· IIS (Internet Information Services, version 5 or greater) Client Browser
· Microsoft Internet Explorer 5.0 or greater
· Netscape Navigator 6.0 or greater
· FireFox
It is recommended that the web server be configured as a standalone machine that participates on your existing network.
Upgrading from previous versions
Backing Up
It is recommended that certain key files and settings are backed up, prior to upgrading. If any part of the Web site has been customized (imagery, html files etc) these files should be backed up. Also, the web.ini file should be backed up as this contains the configuration settings for the web interface. In versions prior to V6, the web.ini file is typically found in the c:\windows\system32 folder. In SupportDesk V6 or later the web.ini file is typically located in the c:\Program
Files\COMPlus applications\SupportDesk folder.
As well as backing up these files, it is recommended that the
configuration of the SupportDesk COMPlus component is observed.
The settings can be observed by opening Component Services (Control Panel, Administrative tools, Component Services).
The most critical setting of the COMPlus component is the identity tab.
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Prior to Upgrading
The previous installation of the Web Interface must be removed before installing a new version or upgrade.
Following the installation of the Web Interface software the computer hosting the Web Interface may need a reboot. You will be prompted at the end of the install if this is required.
Uninstalling on a Windows 2000 server
From the ‘Start’ menu select ‘Settings>Control Panel’. Double Click on the Administrative Tools icon. Open the Component Services MMC.
Expand the Component Service tree to display the COM+ Applications item. Right Click on the SupportDesk COM+ Application item. From the popup menu select ‘Delete’. Close the Component Services MMC.
From the ‘Start’ menu select ‘Settings>Control Panel’. Open the
Add/Remove Programs applet. Select the SupportDesk Web Interface and click on ‘Remove’
Uninstalling on a Windows 2003 server
From the ‘Start’ menu select ‘Settings>Control Panel’. Double Click on the Administrative Tools icon. Open the Component Services MMC.
Expand the Component Service tree to display the COM+ Applications item. Right Click on the SupportDesk COM+ Application item. From the popup menu select ‘Delete’. Close the Component Services MMC.
From the ‘Start’ menu select ‘Settings>Control Panel’. Open the
Add/Remove Programs applet. Select the SupportDesk Web Interface and click on ‘Remove’
Installing the SupportDesk Web Interface
The installation can be run from the AutoPlay menu when you insert the Richmond CD or by running the <CD Drive
Letter>:\SupportDesk\Web\setup.exe
Click Next
Accept the license agreement by clicking ‘yes’
Enter Customer Information
Select the type of Website you would like Classic or Modern.
The functionality is the same for both but the appearances are very different.
Choose the most appropriate set up type.
Click Install to start Installing.
(This will install the web site in the wwwroot of the C drive. If this is not where your websites are hosted they will have to be moved manually)
Select the Launch SupportDesk Web Interface to open the Web INI editor and Diagnostic tool which are web based. Click Finish. This will then open up the browser with the start page for the ‘Web set up &
Diagnostic tool’.
Helpful Information Installation Tip 1
If you have installed on windows 2003 or are using iis6 then you should do the following:
Goto Start > Settings > Control Panel > Administrative Tools >
Component Services.
Then within Component Services expand :
Computers > My Computer > Com + Applications
Hover over SupportDesk6 and right click to bring up the context menu and select the tab ‘properties’ this will show a form with tabs.
Select Activation and make sure the checkbox ‘Run application as NT service’ is on. Close Component services.
Installation Tip 2
If the .Net framework already exists on the machine before this installation and existed prior to IIS then the install program will not know if the .net framework has correct permissions within IIS. To correct this either reinstall the .Net framework 1.1 or type, start > run
%systemroot%\Microsoft.NET\Framework\v1.1.4322\aspnet_regiis.exe /i
(there is a space after .exe)
This will rerun the already existing .Net framework with IIS.
Web setup and Diagnostics
Installed with the SupportDesk client web interface are two other websites.
1. Administration of the Web Interface by editing the web.ini file 2. Diagnosis of problems with the Web Interface.
The URL for this is ‘http://localhost/supportdesk6admin/’
* depending on your network set up ‘http://<computer name>/supportdesk6admin/’ may only work
The Path shown in the text field shows the location of the Web.ini file select the ‘…’ button to select the web.ini file from another location.
Click ‘Configure INI file’ to set up the Web.ini file.
If the screen above has an error in it see Installation Tip 2 above.
Enter the SQL server name to connect to and enter ‘RICHMOND’ then click ‘Test’
Select the Email, Reports and Administration and set up the Web.ini file settings.
Select the ‘Start’ button to return to the start page. Then select ‘Click here to set up the Web.ini file’.
Then select ‘Proceed to Diagnostics’
Select Run All tests to generate a report which will let you know if there are any outstanding issues left with the web interface.
When finished click ‘Start’ to return to the start page.
Then click ‘Proceed to the Web Interface’
Logging in
The URL to connect to the web interface is http://<server>/supportdesk6/
Where <server> is the name or ip address of the web server.
For example http://webServ04/supportdesk6/
If you receive an error at this point see Installation Tip 1 above.
This URL will take you to the main login page.
Select either Specialist or Customer section of the site.
Login with username and password.
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