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Leigh Business Enterprises Ltd.
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LBE Web Helpdesk
Installing the Database

Professional Edition

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:

NameDescription
ass_typeAsset/Inventory types.
assetAsset records.
categoriesCategory types for jobs.
customersCustomer information.
deptDepartments, a subset of Customers.
exceptionError log.
jobsMain table for Helpdesk incidents/Jobs.
opactivityHolds Operator activity information.
personHolds 'people' information and is a subset of dept.
priorityTypes of Job Priorities.
systemSystem information.
summary_rptUsed by the reporting module in LBE Helpdesk.
usersHelpdesk Operators.
workhrsInformation about your office working hours.

Enterprise Edition

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.

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Main Help Introduction

Tutorial Part 1

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

Tutorial Part 2

Customer Information
Introduction
The Sample Customer
The Sample Customer's Departments
The Sample Customer's Contacts
Adding a Customer
Editing the Default Department
Editing the Default Contact
Adding more Customer Departments
Adding more Customer Contacts
Deleting a Contact
Deleting a Department
Deleting a Customer
Customer Assets
Maintenance
Introduction
Asset Types
Categories
Priorities
Helpdesk Operators
Working Hours
Custom Fields
Job History Order
Clearing Operator Activity History
Searching
Advanced Job Searching
Miscellaneous
Advanced Customization
Error logging