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Help Desk for IIS - How To Use
System requirements
Platform:
Installed and run Microsoft Internet Information Services.
Hardware requirements:
16MB RAM
Pentium-133 MHz
4MB Hard Disk
True Color video mode
How to Setup
You must have installed and run Microsoft Internet Information Services.
After installing Help Desk for IIS, please, read this memo.
Please check the security rights in an administrative applet of Microsoft Internet Information Services.
Open "Administrative Tools" in "Control Panel".
Open Internet Information Services
After installation of Help Desk for IIS you will see the folder "helpdesk" in folders' list of your web-server.
Open properties for this folder.
You should set Execute Permissions to "Scripts and executables" for the folder "helpdesk".
How to Sign In
To Sign In to Help Desk for IIS you should type in your browser the next url:
http://localhost/helpdesk/helpdesk.dll
Then type login and password in the left part of screen.
By default login and password of administrator is:
Login: admin
Password: admin
NOTE: You should change default login and password.
By default login and password of technician is:
Login: tech
Password: tech
By default login and password of client is:
Login: client
Password: client
Troubleshooting
If you can't open http://localhost/helpdesk/helpdesk.dll
If you have IIS 6.0 or later and can't open http://localhost/helpdesk/helpdesk.dll, please, do the next:
Add New Web Services Extension for helpdesk.dll like in the picture.
Type the name of extension. Click the button "Add" and find the file helpdesk.dll. Mark "Set extension status to Allowed" and click OK.
If you get an error trying to save HelpDesk's preferences
If you get an error trying to save HelpDesk's preferences you should do the next:
Open Windows Explorer and find a file helpdesk.ini and open security properties for this file. Give the right "Modify" to Internet Guest Account.
How to.. Post the Request
To post the request you must be registered and logged to Help Desk for IIS.
All registered users can post the requests.
How to.. Answer the Request
To answer the request you must be logged to Help Desk for IIS with the rights of technician or administrator.
Only technicians and administrators can answer the request.
How to.. Change a Status of the Request
To change a status of the request you must be logged to Help Desk for IIS with the rights of administrator or if you're the author of this request.
Change a status of the request at the bottom right part of page.
You can choose one from:
- Open
- Close
- Cancelled
Open - this request is opened and user are waiting for an answer.
Close - this request is closed and user has got an answer.
Cancelled - this request is cancelled and user doesn't need an answer.
Only administrators and author of this request can change a status of the request.
How to.. Change a Priority of the Request
To change a priority of the request you must be logged to Help Desk for IIS with the rights of technician or administrator or if you're author of this request.
Choose a priority of the request at the bottom right part of page.
You can choose one from:
- Low
- Middle
- Urgent
Low - user can wait for answer.
Middle - user can wait for answer, but not for a long time.
Urgent - user needs for answer ASAP.
Only technicians, administrators and author of this request can change a priority of the request.
How to.. Add to the Knowledge Base
To add a request to the Knowledge Base mark a checkbox "This request is in the knowledge base" at the bottom right part of the page.
Only administrators can add the requests to the Knowledge Base.
How to.. Delete the Request
To delete the request you must be logged to Help Desk for IIS with the rights of administrator.
Click on link "Delete this request" at the bottom right part of the request.
Only administrators can delete the request.
How to.. Delete the Message
To delete the message from the request you must be logged to Help Desk for IIS with the rights of administrator.
Click on link "Delete this message" at the bottom right part of message.
Only administrators can delete messages.
How to.. Manage Users
To manage users you must be logged to Help Desk for IIS as administrator.
Please open "Staff" folder
On this page you can edit user's preferences by clicking on the user's name.
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