How to install Artologik HelpDesk 3 1. Select Installation Language

How to install Artologik HelpDesk 3 1. Select Installation Language
How to install Artologik HelpDesk 3
--------------------------------------------------------------------------WARNING: This program is protected by copyright law and international treaties.
Unauthorized reproduction or distribution of this program, or any portion of it, may result in
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under law.
--------------------------------------------------------------------------During installation, the set-up program will give you detailed information on which
information is required. If you want further information, you will find it in the FAQ in the
Installation section at the Artologik web site: www.artologik.net.
Please Note: You must be working at the computer you wish to install the software on.
You can make a remote installation e.g. through a VNC or a Terminal Server.
To install the program you need administrator rights on the computer. Additionally, a web
server must be installed on the computer. The web server software that we recommend is
IIS 4 (or later versions) or Apache Web Server for Windows.
The operative system on the web server should be Windows NT 4, Windows 2000 or
Windows Server 2003.
If you are using Windows Server 2003 you need to do some additional settings, for
instructions see separate document.
It is strongly recommended that you exit all Windows programs before running the set-up
program. Click Cancel to quit the set-up and close any programs you have running. Open
the installation program once more and click Next to continue the set-up program.
1. Select Installation Language
The installation instructions will be displayed in the language you select.
2. License Agreement for HelpDesk
To install HelpDesk you must agree to the terms of the license agreement. Click Accept to
accept the license agreement and continue the set-up. Decline if you do not accept the
license agreement and abort the set-up. You will find the license agreement enclosed with
this document (Enclosure no 1).
3. Existing Artologik Database
If you already have an Artologik software installed, you can only connect this new
HelpDesk installation to the existing Artologik database if the Artologik products have the
same version number (3.x).
If the Artologik software has version number 2.x or earlier you cannot make a coinstallation.
Please note that if you install your Artologik Softwares with separate databases, you must
also select separate installation directories. To create a new directory you must exit the
set-up program.
You will be asked if you want to install HelpDesk to an existing database. Select Yes to
use the same database. If your other Artologik product is a no. 2 version (or earlier) you
have to make separate installations.
Co-installations are necessary in order to coordinate login routines and user directories
between different Artologik products.
4. Select Destination Location
The set-up program suggests a destination directory for the installation of HelpDesk. If you
want to install the program into a different directory, click Browse and select the directory
where you want to install it. You can choose not to do the installation by clicking Cancel
and exit the set-up program. For security and practical reasons the program file should not
be placed under the webroot of the web server.
(e.g. c:\inetpub\wwwroot\).
5. Select Type of Database
If you do not have any other Artologik products or if you want to use another type of
database you select the type of database here. Demo examples can only be selected for
Microsoft Access. Note: Demo examples should not be installed in a Freeware version
since it contains more users than the Freeware license allows.
You can use Microsoft Access or Microsoft SQL Server. Select the alternative you prefer.
If you choose to install with Microsoft Access you can do the installation with or without
demo examples. (You can choose to have demo examples in your installation. The demo
examples are fiction data about organizations, users and information in the software. They
work as examples to make it easier to get a picture of how to work the software.) If you
choose Access with demo examples you will in the next step be asked to select language
for the demo examples (English, German, French or Swedish).
Note: If you select MS SQL database, the database must already be located on the
database server. Additionally, you will need a connection, a System DSN, between the
web server of the computer you are installing the program on and the database. The
database connection uses ODBC. An ODBC is created automatically for Access, but the
database connection for the SQL database has to be created manually in the control
panel. If you do not have a database or a database connection prepared, you must exit
the set-up program and do this.
Database Connection
1. In Windows 2000 and 2003 you create a database connection in the start menu; Start/
Settings/ Control Panel/ Administrative Tools/ Data Sources (ODBC). In Windows NT
you will find the ODBC in the Control panel; Start/ Settings/ Control Panel/ ODBC.
2. On the tab System DSN you click Add and then select Microsoft SQL Server as the
driver you want to connect the data source to.
3. Click Finish and enter in the new window: Name of data source, Description and which
server the database is placed in (that you want to connect to).
4. Select SQL server authentication and state the Database User and Password for the
database on the MS SQL server. This user must be a DBO (database owner). Do not
use the “sa-user” for this connection. If you do not have this information, please contact
the person responsible for the computer network of your organization.
5. If the right database is not indicated as the standard database, select another name.
Then click Next until you reach the Finish button. Click the button and test the
connection.
6. Open the set-up file again and enter the information for the new database under the
heading Database Information.
If you use the Access database the ODBC is created automatically, providing there are
correct ODBC drivers. If not, you must exit the set-up program and install MDAC2.5 (or
later versions ) on the computer before you can continue the Artologik installation. You
can download the latest ODBC drivers from www.microsoft.com.
6. Database Information
If you select Access as the type of database:
•
State a name for the data source, i.e. which System DSN to be used. A connection
to the database (a System DSN) with this name will be created.
The set-up program suggests ”Artologik” as the name of this System DSN. You can use
this name for the first Artologik installation, but if you install several Artologik programs,
you have to change this name on the other installation.
If you select MS SQL as type of database:
•
Indicate which data source (System DSN) to use and the user name and password
for the ODBC connection.
7. State Language for Demo Examples
If you have chosen to install with Microsoft Access, with demo examples, you will now be
asked to select a language for the demo examples. Select English, German, French or
Swedish.
8. Web Address
Indicate the web address (URL) on which Artologik is located. (The address indicated here
must be an address to this web server.)
You must indicate the directory for which the program is located on the web site. For
example:
http://www.domainname.com/directory
Note! You cannot end the name with a slash (/).
Keep this address noted because this is where you navigate to log in and use the
software. If you do not know the domain name of the server, you can indicate the IP
number instead. To run the program for a test limited to your own computer, you can use
the address: http://127.0.0.1/your_directory.
9. Web Server Set- up
If you are using Microsoft Personal Web server or Microsoft Internet Information Server,
you can let the set-up program map the directories automatically. If you want to locate the
program on the web server root (e.g.: http://www.domainname.com) or use another web
server than IIS, e.g. Apache Web Server, you must do the mapping manually. (See
Enclosure no 2)
If you are using Windows Server 2003, you need to make further settings, see special
document.
10. Start Set- up
You are now ready to install HelpDesk. Click Next to start set-up. A message will inform
you when HelpDesk has been installed.
11. Finish Installation
Click Finish to complete set-up.
After the installation you will be sent directly to the address where the program has been
mapped. A browser will be opened automatically and you will enter the login site of the
program.
The following is temporary login information for HelpDesk. Log in with:
User Name: admin
Password: adminmaster
Be sure to change the password later on!
Notice! If you make an upgrade, you must use your own login accounts, the same as you
used before the upgrade.
12. Registration
In order to make the program work for more than five days, you must run the registration
program. This program will be e-mailed to you as soon as you register. If you cannot open
e-mail containing EXE files, you can log in to http://www.artologik.net and get the key from
there.
13. Uninstallation
If you would like to relocate the program and install it somewhere else in the network, you
must uninstall the program before installing it again. Always make a copy of the database
before you start. To uninstall in Windows 2000, Windows NT and Windows Server 2003,
you enter the Start menu and select Settings and then Control Panel. Open Add/Remove
Programs. Select the program you want to remove and click Add/Remove. Select
automatic removal, click Finish and wait until the operation is completed.
Then make a new installation where you want it and save the copy on the database. In
Access, you only have to exchange the file in the directory Database and on the SQL
server you can run a restore of your database copy, or simply redirect the database
connection to the former database. Remember to change the database information in the
directory, as well.
The Artologik products can be located on a web site with anything from total to very
restricted access. See Enclosure 3 of this document to study four different login
procedures, which you can use when you integrate HelpDesk into the network of your
organization.
We hope you enjoy Artologik HelpDesk!
-----------------------------------------------------------------------------------------
Enclosure no 1
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---------------------------------------------------------------------------
Enclosure no 2
Manual Mapping
If you want to do the mapping of the directory manually, you do this in Start/ Settings/
Control Panel/ Administrative Tools/ Internet Information Service /Internet Services
1. Go to the location where you want to place the files.
2. Right-click and select New Virtual Directory, click Next.
3. State alias, for instance Artologik, and click Next.
4. Find the directory, select it and click Next.
5. Enter the Permission Level, click Next and then Finish.
6. Repeat step 1-5 for every directory you want to map.
7. To modify a path, right click on the folder and select Properties. In the field Local path,
browse to the correct folder and click OK when done.
Information about the level of Web permission that is needed for the directories of all
Artologik products can be found on www.artologik.net.
Mapping instructions for programs on the web server
HelpDesk
Physical directory
Virtual directory
Web permission
<Artologik installdir>/Artologik/wwwroot
<Artologik path>
(Read)
<Artologik installdir>/Artologik/cgi-bin
<Artologik path>/cgi-bin
(Execute)
<Artologik installdir>/Artologik/applets
<Artologik path>/applets
(Read)
<Artologik installdir>/Artologik/utilities
<Artologik path>/utilities
(Read)
<Artologik installdir>/Artologik/stylesheets <Artologik
path>/Artologik/stylesheets
(Read)
<Artologik installdir>/HD/wwwroot
<Artologik path>/HD
(Read)
<Artologik installdir>/HD/cgi-bin
<Artologik path>/HD/cgi-bin
(Execute)
<Artologik installdir>/HD/images
<Artologik path>/HD/images
(Read)
<Artologik installdir>/HD/upload
<Artologik path>/HD/upload
(Read)
<Artologik installdir>/HD/attachments
<Artologik path>/HD/attachments
(Read)
<Artologik installdir>/HD/stylesheets
<Artologik path>/HD/stylesheets
(Read)
<Artologik installdir>/HD/help
<Artologik path>/HD/help
(Read)
<Artologik installdir> is the directory where Artologik was installed, e.g.
C:\InetPub\Artologik\
<Artologik path> is the virtual path that was set during the installation, e.g.
http://127.0.0.1/HD or http://127.0.0.1
Directory Permission
The level of permissions is inherited and most of the times this will be OK for the Artologik
installation. If you encounter problems, we recommend you to check the level of
permissions in the Artologik directory. Make sure that the permissions for the Internet user
follows the Artologik instructions that the table below describes.
Below are the permissions that must be set for the Internet user on the directories, to
make the program work properly. The files in the directory need to have the same level of
rights as the directory itself. The files in the directories must have the same permission as
the directories.
HelpDesk
Directory
Permission
Advanced Permission
<Artologik installdir>/database
(CHANGE)
(RWXD) (RWD)
<Artologik installdir>/Artologik/wwwroot
(READ)
(RX) (R)
<Artologik installdir>/Artologik/cgi-bin
(READ)
(RX) (RX)
<Artologik installdir>/Artologik/plugin
(READ)
(RX) (RX)
<Artologik installdir>/Artologik/applets
(READ)
(RX) (R)
<Artologik installdir>/Artologik/utilities
(READ)
(RX) (R)
<Artologik installdir>/Artologik/templates
(READ)
(RX) (R)
<Artologik installdir>/Artologik/stylesheets
(READ)
(RX) (R)
<Artologik installdir>/Artologik/logs
(CHANGE)
(RWXD) (RWD)
<Artologik installdir>/HD/upload
(CHANGE)
(RWXD) (RWD)
<Artologik installdir>/HD/attachment
(CHANGE)
(RWXD) (RWD)
<Artologik installdir>/HD/logs
(CHANGE)
(RWXD) (RWD)
<Artologik installdir>/HD/wwwroot
(READ)
(RX) (R)
<Artologik installdir>/HD/cgi-bin
(READ)
(RX) (RX)
<Artologik installdir>/HD/images
(READ)
(RX) (R)
<Artologik installdir>/HD/stylesheets
(READ)
(RX) (R)
<Artologik installdir>/HD/templates
(READ)
(RX) (R)
<Artologik installdir>/HD/help
(READ)
(RX) (R)
<Artologik installdir>/HD/temp
(CHANGE)
(RWXD) (RWD)
<Artologik installdir> is the directory were Artologik was installed, default Webserver
Internetlibrary.
The directory Artologik\plugin only exists if you have any plugins installed. The directory
Artologik\logs only exists if you are using version 3.2 or later.
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Enclosure no 3
Login Routines
Administrators can select different methods for giving the user access to the login function
of the Artologik products. There are four alternative ways of handling the login procedure.
You control this by making settings for the web server.
1. Standard Login
When you install an Artologik program on a web server, the set-up program sets up a
standard login procedure. This procedure is based on the assumption that the web server
settings allow anonymous access. This means that the normal login procedure and user
identification of Artologik is used. The Artologik user always gets a personal user name
and password which are registered by the administrator. When you log in a unique and
secret ID is created. This ID is used for as long as you are logged in. Every time you do
something in the program, access is ensured through this secret ID. This is how it works
when you, e.g. have a network with access for everyone, but you still want to limit access
to the Artologik product. If you want to offer access to the Artologik programs via the
Internet, this is a good method with a high level of security.
2 .Standardlogin without product list
If you are using one Artologik program, you will not need to use the page where you
select a program after login. Do like this to skip the product list after login:
1. Open the file <Artologik installdir >\Artologik\wwwroot\default.htm where <Artologik
installdir > is the folder where you installed your Artologik program.
2. Change “AGS_Login.exe” to “AGS_Login.exe?LaunchApp=<PRODUCT>. Replace
<PRODUCTS> with the product code of the program concerned. Please note that the
system is sensitive to upper and lower case letters and that the brackets should not be
used for the search path or the product code. Use one of the following application codes:
Program
Application Code
EZbooking
EZ
TIME
TIME
ProjectManager
PM
EmailResponse
EMR
HelpDesk
HD
Query&Report
QR
WebPublish
PUB
3. Login with Identification through Network Login ID
The Artologik programs may be installed in a network where anonymous access is not
allowed, and the user must log in with his/her user name and password to gain access. In
this case, Artologik will take the user name and try to match it to Artologik’s list of
registered user names. If this user name has not been registered, you end up at the
normal login field where you can log in using the personal user name and password for
this Artologik product. In this way, you will be able to raise security by having login in two
stages with different user names, one for the network and one for Artologik. Having the
same user name for Artologik as for the network is one way of making the procedure
easier, since you are then only required to log in once. As in the former case, the
administrator registers the user name and password. This routine requires Microsoft
Internet Information Server, version 4 and that you have enabled server access with
network identification.
4. Direct Access to the Programs
If you want to use the Artologik programs as an integrated part of your web site, you can
create direct links to the programs by using the following formula for linking:
http://www.domain.nu/artologik-mapp/cgibin/AGS_Login.exe?LaunchApp="applicationcode"
Use the following application codes and insert them into the link above:
Program
Application Code
EZbooking
EZ
TIME
TIME
ProjectManager
PM
EmailResponse
EMR
HelpDesk
HD
Query&Report
QR
WebPublish
PUB
When you create direct links, you have to log in the first time you are going to enter the
program. The browser will then keep your login ID until you have closed the program down
completely. This means that you do not have to log in more than once per session. If you
use network identification, you will be able to go straight into the program, without having
to log in.
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