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Outlook Help Desk provides Web-based Support forms that can be added to your Web site to allow customers to submit support requests...
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Outlook Help Desk 2.4 leverages the power of Outlook and Exchange Server to bring a robust, simple and effective help desk for your business. The Help Desk runs inside Exchange public folders, using the many features of Exchange folders and Outlook forms to bring efficiency and order to the demanding world of IT support.
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The script can be set up on Exchange 5.5 Server or Exchange 2000. They use the same script. Note the slight differences in the instructions below. However, we strongly recommend using the Event Sinks in Exchange 2000. If you are using Exchange 2000, please see User Manual version 2.4 - Exchange 2000 Event Sink
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Exchange 2000 introduced the use of Event Sinks to replace the Agents and scripts that ran on folders as part of the Microsoft Exchange Event Service in Exchange 5.5. These Event Sinks react to Web Storage System events, such as the addition or deletion of a message in a folder. The Event Sinks are compiled DLLs installed as a COM+ Components on the Exchange Server.
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Outlook Help Desk 2.4 includes Web-based forms for users to submit and view Help Desk Tickets. The forms are set up as a virtual directory under Internet Information Server (IIS) on an Exchange server running Outlook Web Access (OWA). Users type "http://yourOWAservername/helpdesk" in their browser to access the Web-based forms.
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It is recommended that you setup your system to use DHCP (Dynamic Host Configuration Protocol) as the Network Operations administrators may change the numbering scheme on a regular basis. Hardcode any numbers below at your own risk! Also note that there is NO static IP addressing for roaming/laptop use. You must use DHCP in this case
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It is important to clearly design and plan your cable or wireless network before beginning installation. Our networking services are designed to support residential and small business customers with different levels of network complexity and technical support.
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First make sure you have the rights to create new folders under whatever folder you will be placing the Help Desk folder in. This can be the "All Public Folders" folder in the Exchange Public Folders or any subfolder. The best way to test this is to try to create a new folder at the location you want. If you cannot, you will need to get this permission from your Exchange administrator (or have the administrator do the following installation).
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Outlook Help Desk 2.2 works on all versions of Outlook. However, versions of Outlook 98 and 2000 with Microsoft's security patch installed and all Outlook 2002 clients will generate a security warning when programs try to access the address book. We have programmed Outlook Help Desk 2.2 to avoid generating this warning through the use of Redemption.DLL. PCs that have the secure versions of Outlook will not raise the security warning after this DLL is installed. If they do not have Redemption.DLL installed, Outlook Help Desk 2.2 will continue to function properly, but the end users will be faced with the security warning box.
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This guide explains how to solve many common networking problems on campus, and what information you should have available if you call the Help Desk to report a network problem. This guide does not apply to wireless connections. The most common symptom of a network problem is the inability to access websites.
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