Novell OPEN WORKGROUP SUITE SMALL BUSINESS EDITION 9.3 - ADMINISTRATION... User manual

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

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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
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About This Guide
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7
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
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Getting Started
1
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9
1
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.

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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.