Novell OPEN WORKGROUP SUITE SMALL BUSINESS EDITION 9.3

Novell

www.novell.com

novdocx (en) 26 August 2007

Helpdesk Administration Guide

Open Workgroup Suite Small

Business Edition Helpdesk

9.3

October 2007

ADMINISTRATION GUIDE

novdocx (en) 26 August 2007

Legal Notices

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novdocx (en) 26 August 2007

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novdocx (en) 26 August 2007

Contents 5

Contents

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About This Guide 7

1 Getting Started 9

1.1 Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9

1.2 Requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9

1.3 Installation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9

1.3.1 Basic Installation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9

1.3.2 Advanced Installation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12

1.3.3 Uninstalling Helpdesk . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18

2 Administration 19

2.1 Helpdesk User . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19

2.1.1 User Directions for Submitting a Helpdesk Ticket . . . . . . . . . . . . . . . . . . . . . . . . . . . 20

2.1.2 User Directions for Searching for a Helpdesk Ticket. . . . . . . . . . . . . . . . . . . . . . . . . 21

2.2 Technician Role . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22

2.2.1 Technician Add New Incident . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22

2.2.2 Technician Directions for Lookup Page. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24

2.2.3 Technician Directions for Knowledge Base . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24

2.3 Reporter Role . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24

2.3.1 Customizing a Search . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25

2.4 Administrator Role . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26

2.4.1 Queues . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26

2.4.2 Creating and Assigning Queues . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27

2.4.3 Event Viewer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27

2.4.4 Settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28

2.4.5 Roles . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30

6Helpdesk Administration Guide

novdocx (en) 26 August 2007

About This Guide

novdocx (en) 26 August 2007

About This Guide

Helpdesk provides an online resource for administrators to monitor incidents, check the status

incident tickets, allocate work, and personalize settings to best fit their company’s needs. This

allows Helpdesk users the reassurance that their incidents have been received by support teams.

Chapter 1, “Getting Started,” on page 9

Chapter 2, “Administration,” on page 19

Audience

This guide is intended for Helpdesk administrators.

Feedback

We want to hear your comments and suggestions about this manual and the other documentation

included with this product. Please use the User Comments feature at the bottom of each page of the

online documentation, or go to www.novell.com/documentation/feedback.html and enter your

comments there.

Documentation Updates

For the most recent version of the Helpdesk Administration Guide and additional documentation,

visit the Novell Open Workgroup Suite Small Business Edition Web site (http://www.novell.com/

documentation/nows/).

Documentation Conventions

In Novell documentation, a greater-than symbol (>) is used to separate actions within a step and

items in a cross-reference path.

A trademark symbol (®, TM, etc.) denotes a Novell trademark. An asterisk (*) denotes a third-party

trademark.

8Helpdesk Administration Guide

novdocx (en) 26 August 2007

Getting Started

novdocx (en) 26 August 2007

Getting Started

Section 1.1, “Overview,” on page 9

Section 1.2, “Requirements,” on page 9

Section 1.3, “Installation,” on page 9

1.1 Overview

Helpdesk provides an online resource for administrators to monitor incidents, check the status

incident tickets, allocate work, and personalize settings to best fit their company’s needs. This

allows Helpdesk users the reassurance that their incidents have been received by support teams.

1.2 Requirements

When you choose to install the Helpdesk component on your NOWS-SBE server, all requirements

necessary to run Helpdesk are included in the installation. However, the eDirectoryTM and iManager

components need to be installed prior to the Helpdesk component.

1.3 Installation

After you have installed your NOWS-SBE server operating system and the base component,

eDirectory, you can install the Helpdesk application from the NOWS Admin GUI.

1Log in to the NOWSBE Admin GUI with the sbsadmin login name and password.

2Click the Add/Remove link.

3Locate the Helpdesk application in the list of components to install.

4Click the Install button.

5Choose to install the Basic or Advanced option.

Basic: Minimal configuration required by the administrator. Default settings are used.

Advanced: Options available to change configurations such as ports and logging levels.

1.3.1 Basic Installation

The Basic installation is a five-step process that configures your Helpdesk application with the

default recommended settings.

1Select the Basic option on the Installation Type page 2. Specify the settings for your LDAP

services. (LDAP is used for the user authentication and authorization.)

2After you have provided the information, click Next to continue your Helpdesk installation.

3Specify the settings for your LDAP services.

10 Helpdesk Administration Guide

novdocx (en) 26 August 2007

LDAP Host: Specify the IP address for your eDirectory server. In most cases this is the

same as the server 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 number

636, which is for LDAP over SSL.

LDAP SSL: The default is set at 0 because LDAP is not secure over port 389. If you have

chosen to use LDAP over SSL and changed the port to 636, then specify a 1 here to enable

SSL.

LDAP Bind DN: The fully distinguished name for the proxy user to be used for your

LDAP services. The proper format is to use commas and not periods to separate the login

ID and its context information.

LDAP Base Organization: The base context your Helpdesk application uses to

authenticate users. Typically it is the top of the eDirectory tree.

LDAP Password: The password to be used by the LDAP proxy user.

Helpdesk Object: The eDirectory Helpdesk object's fully distinguished name.

Admin FDN: The fully distinguished name of the eDirectory tree's admin user.

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

4Click Next to continue your Helpdesk installation.

5Specify the settings for your Helpdesk environment.

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

MySQL User: The user that will manage the database. It needs full privileges.

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