17.2 Installing Helpdesk Advanced

  1. Click Add/Remove > All. Select Helpdesk by clicking Install.

  2. Click Advanced, then click Next.

  3. Specify the settings for your LDAP services.

    • LDAP Host: Specify the IP address for your eDirectory server. In most cases this is the same as the server on which you are installing Helpdesk

    • LDAP Port: The default port for LDAP services is 389. However, this is a non-secure port and all authentication should use a secure connection. Change this to port 636, which is for LDAP over SSL.

    • LDAP Base Organization: The base context your Helpdesk application will look to authenticate users. Typically it is the o of the eDirectory tree.

    • Helpdesk Object: The eDirectory Helpdesk object's fully distinguished name, such as cn=___, ou=___.

    • Admin FDN: The fully distinguished name of the eDirectory tree's admin user, such as cn= admin, o= tree.

    • Admin User Password: The password you use for your eDirectory tree's admin user.

  4. Click Next.

  5. Specify the settings for your Helpdesk environment.

    • Helpdesk Administrator User Name: The login ID for the default administrator of your Helpdesk application.

    • Password for Helpdesk Admin: The password to which the default administrator login is linked.

    • Helpdesk Tree: The name of your eDirectory tree.

    • Helpdesk Upload Path: The path from which all Helpdesk uploads occur. Use the default to ensure that you receive updates from Novell®.

    • Helpdesk Download Path: The path from which all Helpdesk downloads occur. Use the default to ensure that you receive updates from Novell.

    • Helpdesk Title: The name you want employees to see when they log in to the Helpdesk application.

    • Helpdesk Proxy Username: For security purposes, a separate proxy user is created for the back-end helpdesk.

    • Helpdesk Proxy User Password: The password to use for the helpdesk proxy user.

    • Helpdesk Admin E-Mail: The e-mail address to be used when users submit tickets, such as support@yourdomainname.com

  6. Click Next.

  7. Specify the settings for MySQL.

    • MySQL User: The user that will manage the database.

    • MySQL User Password: The password used by your eDirectory tree’s administrator.

  8. Click Next.

  9. Specify the Advanced Helpdesk configurations.

    • Helpdesk Send User Queue Change: Keep 0 to not notify users of a change in their queue association. Change to 1 to turn on notification.

    • Helpdesk Send User Priority Change: Keep 0 to not notify users of a change in the priority of their incident. Change to 1 to turn on notification.

    • Helpdesk Send User Tech Change: Keep 1 to activate notification. Change to 0 to not notify users of a change to the technician assigned to their incident.

    • Helpdesk Send User Status Change: Keep 1 to activate notification. Change to 0 to not notify users of a change in their incident's status.

    • Helpdesk Send User Close: Keep 1 to activate notification. Change to 0 to not notify users of a change in their incident's status to Close.

    • Helpdesk Web Helpdesk Page: The address for your Helpdesk services.

    • E-mail Address of Queue Changes: Specify the e-mail address to be used to send notifications of reassignments of queues.

    • E-mail Address for Machine Changes: E-mail address for machine changes.

    • Helpdesk Technician Change E-Mail: Specify the e-mail address to be used to send notifications of reassignments of technicians.

    • Helpdesk Solution Change E-Mail: Specify the e-mail address to be used to send notifications of incident solutions.

    • Helpdesk Status Change E-Mail: Specify the e-mail address to be used to send notifications of a change to incident status.

    • Helpdesk Priority Change E-Mail: Specify the e-mail address to be used to send notifications of a change to incident priority.

    • Helpdesk Default Technician: Specify the default technician name for unassigned Helpdesk incidents.

    • Helpdesk Auto Assign: Keep 0 to not automatically assign incidents. Change to 1 to enable this feature.

    • Helpdesk Allow Technician Assign: Keep 0 to not allow technicians to assign incidents. Change to 1 to enable this feature.

    • Helpdesk Check Sleep Time: The interval in seconds that the system polls for incidents submitted by e-mail.

    • Helpdesk Ticket Sleep Time: The interval in seconds that the system polls for new incidents submitted through the Helpdesk interface.

  10. Click Next.

  11. Specify any additional Advanced Helpdesk configurations.

    • Helpdesk Log Location: The directory location on the server for log files.

    • Helpdesk Log Level: FINE, NORMAL, VERBOSE. FINE is the default.

    • Helpdesk Machine Change E-mail: The time between e-mail reminders.

    • Helpdesk Report Closure: Keep at 0 to not report on closed reports. Change to 1 to activate notification.

    • Helpdesk Mail Digest: Keep at 0 to not send out a report of all incidents daily. Change to 1 to activate this notification.

    • Helpdesk Send Notifications: Keep 1 to send out notifications. Change to 0 to deactivate this notification.

    • Helpdesk Mail Password: The password used to log in to the designated Helpdesk mail account.

    • Helpdesk Mail User Name: The user name of the designated Helpdesk mail account.

    • Helpdesk Return Address: The e-mail address used by the Helpdesk for responding to user inquiries.

    • Helpdesk Mail Provider: The mail service used by your company.

    • Helpdesk Incoming Mail Port: The port on which the server is listening for incoming mail.

    • Helpdesk Incoming Mail Server: The incoming mail server.

    • Helpdesk Outgoing Mail Server: The address of your mail server.

    • Helpdesk Database Port: The port that the database uses.

    • Helpdesk Database Host: The host that is running the MySQL server.

  12. Click Next.

  13. Review your settings. To make a change, click Back. To proceed with the installation, click Next.

  14. The Helpdesk advanced installation is now complete. Click Finish to proceed to the available software page. Helpdesk is now listed on the installed software list and can be administered from the Helpdesk administration link.