Helpdesk; Installing Helpdesk Basic; Installing Helpdesk Advanced; Chapter 17, "Helpdesk - Novell OPEN WORKGROUP SUITE SMALL BUSINESS EDITION 2.0 - INSTALLATION AND ADMINISTRATION GUIDE 5-02-2008 Administration Manual

Helpdesk

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Helpdesk provides an online resource for administrators to monitor issues, check status incident
tickets, allocate work, and personalize settings to fit best their company's needs. This reassures users
that their incidents have been received by support teams.
Section 17.1, "Installing Helpdesk Basic," on page 65
Section 17.2, "Installing Helpdesk Advanced," on page 65
Section 17.3, "Post-Installation," on page 68

17.1 Installing Helpdesk Basic

1 Click Add/Remove > All. Select Helpdesk by clicking Install.
2 Click Basic, then click Next.
3 Specify settings for your LDAP services. LDAP is for user authentication and authorization.
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.
Admin FDN: The fully distinguished name of the eDirectory
cn= admin, o= tree.
Admin User Password: The password you use for your eDirectory tree's admin user.
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.
MySQL User: The username used for Helpdesk database connections.
MySQL User Password: The password to use for the Helpdesk proxy username. For
security purposes, the root password in MySQL* is also set to this.
Helpdesk Mail User Name: The login name of the Helpdesk support e-mail account.
Helpdesk Mail Password: The password used to log in to the Helpdesk support e-mail
account.
4 Review the settings. To make a change, click Back. To proceed with the installation, click Next.
5 The Helpdesk basic 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.

17.2 Installing Helpdesk Advanced

1 Click Add/Remove > All. Select Helpdesk by clicking Install.
2 Click Advanced, then click Next.
tree's admin user, such as
TM
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Helpdesk 65