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Business Enterprises Ltd. |
LBE Web Helpdesk |
LBE Web Helpdesk Professional edition uses a Microsoft Access 97 database. The file helpdesk.mdb will be copied into the directory you chose as an installation directory for the helpdesk files. It is best to keep the Access database on the same machine as the web server. In Your Choices we will show you how to tell the helpdesk where your database is located. The database contains the following tables:
| Name | Description |
| ass_type | Asset/Inventory types. |
| asset | Asset records. |
| categories | Category types for jobs. |
| customers | Customer information. |
| dept | Departments, a subset of Customers. |
| exception | Error log. |
| jobs | Main table for Helpdesk incidents/Jobs. |
| opactivity | Holds Operator activity information. |
| person | Holds 'people' information and is a subset of dept. |
| priority | Types of Job Priorities. |
| system | System information. |
| summary_rpt | Used by the reporting module in LBE Helpdesk. |
| users | Helpdesk Operators. |
| workhrs | Information about your office working hours. |
LBE Web Helpdesk Enterprise Edition uses a Microsoft SQL Server 7 database. We will assume that you already have SQL Server installed and can connect to the database.
In SQL Server Enterprise Manager, create a new database (we will use 'LBEHelpdesk' as the database name, you may use any valid name. Open the Query Analyzer tool, change to the LBEHelpdesk database, then open the 'create.sql' file which can be found in the EntEdn.zip file supplied with LBE Web Helpdesk. This sql script will create:
If you wish to set up different logins/roles/grants please feel free to amend this script.
After running the create.sql, assuming there are no errors, open the 'data.sql' file (again, found in EntEdn.zip), and run it. This will seed the tables with their initial values.
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