![]() Leigh
Business Enterprises Ltd. |
LBE Web Helpdesk |
You can configure LBE Web Helpdesk by editing a file called Global.asa. Begin by opening global.asa in Notepad or any other text editor (not Wordpad or Word). There are a number of sections you will probably need to change, we will go through each of these in turn.
'*** ACCESS DATABASE LOCATION ****
'If you are running LBE Web Helpdesk against an Access database, change the following
'two lines of code to point to your helpdesk database
'e.g. DBDirectory = "C:\My Documents"
'DBName="helpdesk.mdb"
'if you keep the database in the same directory as the rest of the web pages then
'you can leave the value set as follows
DBDirectory = Server.Mappath(".")
DBName = "helpdesk.mdb"
The only lines you should amend in this section are highlighted in bold above. The first line simply tells the system that the directory where the helpdesk database is located is the same as the rest of the helpdesk files. If you have moved the database to a different machine or location, you must specify the path to that directory. Tip, using a UNC path can sometimes cause problems, so if the database is located on a different machine it is best to map a drive letter to the location. The second line specifies the name of the database, unless you rename the database file there is no need to amend this.
'**** SQL SERVER DATABASE ***** 'If you are running LBE Web Helpdesk against MS SQL Server, you will need to remove the apostrophe from 'the start of the ConnectString line, then modify the Connectstring to match your database server setup. 'You must have installed the SQL Server OLEDB provider. 'Normally, you will just need to change the 'Data Source' value to point to the correct server. If you 'are using NT Authentication then there is no need to provide a 'User Id' or 'Password' value. 'ConnectString = "Provider=SQLOLEDB.1;Password=lbe;Persist Security Info=True;User ID=lbe_user;Initial Catalog=LBEHelpdesk;Data Source=Inspiron"
This section applies if you are running LBE Web Helpdesk Enterprise Edition.
First you need to remove the apostrophe at the beginning of the highlighted line above, this will
'activate' this piece of code, overriding any earlier setting of the ConnectString
variable. This line specifies how the web server will connect to
your SQL Server database, the following elements of this line are very important:
User ID/Password These determine how your user will be authenticated
by Sql Server.
Initial Catalog Is the database the user will connect to by default,
if you selected a different name for the database when you created it, you will need to
amend this value.
Data Source This specifies the name of the machine which is running your
SQL Server database, you will need to modify this.
'*** PAGE TITLE *** 'The following text will be displayed at the top of every page - you can change it as you wish CompanyName = "Your company name" SiteName = "Your Site Name"
Each page displays your company name and the site name, change these values to suit you.
'*** LOGO *** 'This links to a picture which you wish to be displayed at the top of every page 'Make sure the path specified is accessible from the web server Logo = "lbelogo.gif"
Similarly, specify the location of the logo you would like to appear at the top of each page.
'*** MAIL SERVER *** 'specify your mail server type. If you leave it blank, no mail related options will appear in the 'web pages, normally you will use CDONTS. 'The allowed values are: CDONTS, SMTP, SQLMAIL (for Sql Server Mail),OLEMAPI, MAPI, NOTES, GROUPWISE MailServerType = "CDONTS"
E-mail is used in LBE Web Helpdesk in two places:
Please remember that all e-mail originates at the server, not the user's machine, so the server must be capable of sending e-mail. This means that you must be running a Mail server. The allowable values are:
'*** SPECIAL FOR CDONTS ***** 'The following only applies if you have specified CDONTS as the mailserver type 'AND you get the following error: "Method '~' of object '~' failed." 'If you get this error set the following value to "Y" SendMailfromASP = "N"
This error only occurs in some installations, only change it from the default value if the error occurs.
'*** MAIL SERVER NAME *** 'The following values should be left blank unless you have specified your mail MailServerType as SMTP. 'Enter your SMTP server name, followed by a colon then the port no. e.g mail.yourdomain.com:25 SMTPServername = ""
If you specified
MailServerType = "SMTP"in the previous section, you will need to tell the web server the name of the SMTP server in this section, plus the port that it can be found on.
'*** MAIL ORGINATOR *** 'This value specifies who the mail is sent from, you can leave it blank for anonymous mail 'e.g. Mailfrom = "sales@lbehelpdesk.com" MailFrom = ""
This will appear as the reply address in any e-mail sent by the server.
'*** NOT ASSIGNED USER ***
'When a guest creates a new job, the system will assign the job to an operator called
'Not Assigned. If this operator doesn't exist, one will be created.
'If you set the following value to 'SEND', the system will e-mail the 'Not Assigned' operator
'with details of the newly created job. Therefore you should make sure that the 'Not Assigned'
'operator has an e-mail address specified - which can be done from the Maintenance option on the
'drop down menu at the head of each page.
'Leave it blank ("") if you don't want this e-mail to be sent.
NotAssigned = "SEND"
When an Operator creates or Actions a Job, they can control if e-mail is sent to the Customer Contact and/or the Operator which the Job may have been passed on to. When a Guest creates or Actions a Job, they don't have that control. You may wish to alert a nominated Operator by e-mail each time a Guest creates a new job or Actions an existing Job. If so, enter that e-mail address for the 'Not Assigned' operator in the Maintenance page. If you don't want the e-mail to be sent, set the highlighted line above to
NotAssigned = ""
'**** MAIL TAG LINE ****** 'The following allows you to specify text which will appear at the top of all mail sent 'sent to customers and operators. The special entry %URL will be replaced by the full web 'address that the customer/operator can use to retrieve this job. 'If you don't wish to use this feature just set Mailtag="" Mailtag = "This is a direct link to the helpdesk job: %URL"
When an email is sent, the text that is specified in the Mailtag variable is inserted at the top of the mail message. If you include the special phrase %URL, this will be replaced by a link to the helpdesk job.
'****MAIL CUSTOMER CONFIRMATION ***** 'If you set the following value to YES, when a customer creates a new job or updates an existing one 'they will be sent an e-mail with the Job History. MailGuest = "YES"
This setting is useful, as it gives an e-mail confirmation to the the customer of new jobs and any updates they have made.
'*** TIMEOUT *** 'specify (in minutes) the period of inactivity before the system automatically 'logs the user off session.timeout = 20
As a security precaution, and to minimize 'hogging' of server resources, the system will automatically log out a user after the time specified above.
'*** GUEST ACCESS *** 'If you set the 'AllowGuest' value to anything other than 'YES', guests will not be allowed to login 'to the helpdesk AllowGuest = "YES"
If you don't want Guests to access the Helpdesk system, set the above highlighted line to any value other than "YES". Only Helpdesk Operators will be able to access the system.
'*** GUEST REGISTRATION *** 'If you set the 'GuestRegistration' value to anything other than 'YES', new guests will not be 'allowed to register themselves. GuestRegistration = "YES"
If a Guest is not currently registered with the system, they can access a registration page, set the above line to anything other than "YES" to prevent this.
' *** LANGUAGE ***** 'This setting determines the language used by the helpdesk. You will also the correct 'version of the asp pages. Please contact LBE for availability of language versions. Lang = "ENG"
Currently under development are German, French and Spanish versions - please contact LBE for availability.
Save your changes to global.asa.
Introduction
Files supplied with LBE Web Helpdesk
Installation
Installing the database
Un-installing
Your Choices - changing global.asa
Helpdesk Operators
Logging in as an Operator
Creating a new Helpdesk Job
Sending e-mail
Actioning an existing Job
Creating a child Job
Guests
Logging in as a Guest
Registering a new Guest
Logging Off