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LBE Web Helpdesk
Requirements
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In order to use LBE Web Helpdesk you need the following:
A Web Server
The Web server must be capable of running Active Server Pages. The two most common
web servers capable of doing so are both from Microsoft (although there are others):
- Internet Information Server (IIS) which runs on Windows NT 4 Server and
is the ideal solution if you expect a large number of concurrent users. IIS can be found on
the NT4 Option pack CD.
- Personal Web Server (PWS) which runs on Windows 95/98 and
Windows NT 4 workstation. This is supplied with Windows 98 and is on the NT4 option pack CD.
Windows 95 users may download it from Microsoft's web site.
Typically you might use PWS on a small intranet where you don't expect more than 5-10
concurrent users.
Both of these are provided free by Microsoft.
In addition, Internet Explorer 5 should be installed on your web server
to provide support for the VBScript used in LBE Web Helpdesk.
A Database
You can use either of the following databases with LBE Web Helpdesk:
- Microsoft Access 97, a template database helpdesk.mdb is supplied
with LBE Web Helpdesk. This is most suitable for small to medium size enterprises and has the
advantage that we can re-distribute it to you at no additional charge.
- Microsoft SQL Server 7. This is more suited for larger enterprises or
where you expect high numbers of users. You must have purchased appropriate licences for this
database. Scripts to create the required tables and stored procedures are supplied
with LBE Web Helpdesk in the EntEdn.zip file.
Data Access Components
These allow your web server to connect to the database. LBE Web Helpdesk requires you to
have installed Microsoft OLE DB drivers for Microsoft Jet (if you are using the Access
database) or for Microsoft SQL Server. Both these drivers are normally installed during the
installation of your chosen web server. If you are not
sure, you should download and install the latest mdac_typ.exe file from
Microsoft.
A Web Browser
This is the only software that needs to be installed on the users' machines. LBE Web
Helpdesk has been tested with MS Internet Explorer 4/5 and Netscape Communicator 4.51.
Most modern web browsers should have no problem. The Web browser must have Javascript enabled.
There is no additional software to install and no applets to download.
A Mail Server (Optional)
LBE Web Helpdesk can use e-mail to notify users and operators, to do so, mail
software must be installed on your web server. The following mail protocols
are supported :
- SMTP. This is the optimum method. Typically this will be Microsoft's
Microsoft's Collaboration DataObjects for NT Server against either Microsoft's SMTP Server or
MS Exchange Server 5.5. Other SMTP mail servers can also be used.
- SQLMail. If you are using SQL Server as your database you can use
SQLMail to provide e-mail capability.
- MAPI. Typically, this is used when you are running LBE Web Helpdesk
using Personal Web Server on an intranet and you have a MAPI compliant mail client (e.g
Microsoft Outlook) installed. It has the disadvantage that an incorrectly addressed e-mail
can cause the web server to wait for the address to be resolved.
- Lotus Notes or Novell GroupWise. Again, this might be used on an intranet, where
your mail client is Notes or GroupWise. It has the same disadvantage as using MAPI.
Help Topics
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