Call Center, Help Desk ReadMe Documentation


HelpDesk: Version 2.0
Date 10-18-03

This software is licensed to its downloader, you are not authorized to redistribute this software.
Failure to comply will result in prosecution under the maximum extent of the law.
You are authorized to modify this software for your organizations use. This software is not authorized to be resold.
Note: QuickIntranet will be releasing a version of this help desk software that uses MYSQL so that ODBC is not required.

1.1 Setup (If you don't follow setup directions the help desk will not function properly)

*You will be required to change some things in the .php files within this program, you can use ether Notepad, or any HTML editor

Unzip to web server, do not change directory structure.

Open 007.php. go to Line 9. Change the base href='pathtoyourhelpdeskhere'
to the path to your helpdesk folder.

Open actupdate.php go to Line 4. Change the base href='pathtoyourhelpdeskhere'
to the path to your helpdesk folder.

Create ODBC link.

Go to Control Panel
Go to Administrative Tools
Go to Data Sources (ODBC)
Click on "System DSN" tab
Click on "Add" button
Select "Driver do Microsoft Access (*.mdb)
Under Data Source Name enter: helpdesk
Click Select
Find the database on your computer for the helpdesk
Highlight the database so its name appears under Database Name
Click "ok" until your back to control panel.
Close Control Panel.

Other Settings
Navigate to \helpdesk\datasources\helpdesk.mdb
Make sure that everyone has write permissions to the database! (if you dont do this many problems will follow)
Open the M.S. Access Database.
Open accounts table
E nter the Adminitrative Users Information. These people will be able to use the help desk system.
Under HelpDeskAddress enter the address to the Help Desk DataAccess.php file.
Example My Intranet server is located at on port 555
I have created a help desk directory and extracted the help desk files into it.
Hense the double help desk directory. Finally DataAccess.php must follow your path.
Close accounts Table

Open inventory Table
*The Help Desk System does best with a list of your Network users and their computer names. This Is not required, but you should consider importing the data.

Close Database.

Surf to helpdesk/default.htm You should now be able to use the help desk system.

Other considerations:
reportproblem.htm has a list of support problems in a menu, you can edit this list in any html editor.

*Once in the Help Desk managment area you will notice a link to Intranet Search Engine Managment. This link will not
work as it was specific to our system, later versions of this help desk software will not contain said link.

If you want to use the Security Changes page, you will have to put your staff into the menus on sectracker.htm. Or implenent
a funtion that pulls menu lists from a database.

This software has been tested on a Windows2000 server with IIS and PHP.
This software has been tested on a Windows NT4 server with IPlanet Web server and PHP.

There are some bugs in this software, none which could have negative impact on a system.
Report problems, comments etc to