Helpdesk; Installing Helpdesk Basic; Chapter 17, "Helpdesk - Novell OPEN WORKGROUP SUITE SMALL BUSINESS EDITION 9.3 - INSTALLATION AND ADMINISTRATION GUIDE 10-2007 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 best fit their company's needs. This allows users
the reassurance that their incidents have been received by support teams.
Section 17.1, "Installing Helpdesk Basic," on page 89
Section 17.2, "Installing Helpdesk Advanced," on page 90
Section 17.3, "Post-Installation," on page 94

17.1 Installing Helpdesk Basic

1 Click Install on the Helpdesk row.
2 Click Basic, then click Next.
3 Specify settings for your LDAP services. LDAP is used 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 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 Click Next to continue.
5 Review the settings. To make a change, click Back. To proceed with the installation, click Next.
tree's admin user, such as
TM
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Helpdesk 89