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Helpdesk Agent Install Guide

This document provides instructions for installing the AssistMyTeam Helpdesk agent for Outlook. It describes downloading the correct installer, running through the installation steps, and configuring the agent to connect to the helpdesk SQL database.

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37 views

Helpdesk Agent Install Guide

This document provides instructions for installing the AssistMyTeam Helpdesk agent for Outlook. It describes downloading the correct installer, running through the installation steps, and configuring the agent to connect to the helpdesk SQL database.

Uploaded by

ByPass Pass
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PDF, TXT or read online on Scribd
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AssistMyTeam Helpdesk for Outlook – Agent Install Guide

AssistMyTeam Helpdesk for Outlook


Agent Installation and Configuration

This install is meant for agents and technicians who would be working on support cases from within their Outlook.
Before you install the agent tool, make sure the helpdesk SQL database had been already created and configured by
your manager, and that you know the database name, your credentials to the SQL server if Windows authentication
Page | 1 is not configured (ask your helpdesk manager). This is required because when you start Outlook after installing the
Agent add-in, you will be asked to enter the SQL server logon information as well as the database name (if different
from the default name ‘AssistMyTeamHelpdeskDB’).

NOTE: ‘Per User Installation’ and ‘Per Machine Installation’


In ‘Per User Installation’, the Helpdesk Agent install is performed 100% on the local system and nothing is
installed on your Exchange or Windows Server. Further, this install is intended to serve only the current logged on
user of the system/workstation and will be installed under the user's application data folder (instead of Programs
Files folder) and no elevated permission is required. So, there won't be a prompt from UAC to allow this install
unless you change the install directory to say, Programs Files which will warrant an elevated permission/UAC
prompt. If the same system is used by multiple technicians, each of them need to install the add-in on their profile
with the default installation folder location.

‘Per Machine Installation’: If you have the need to have a single install that serves all users of the system (i.e., the
files will be installed under Program files folder and the add-in will be registered under HKEY_LOCAL_MACHINE
registry hive rather than HKEY_CURRENT_USER), download the Citrix/Terminal Server version of the setups to
perform a per machine installation.

The Agent setup is of two different types - one each for 32-bit Outlook and 64-bit Outlook:

For 'Per User Installation' (ideal for standalone single user/workstation)


AssistMyTeamHelpdeskAgentSetup_x86.exe (for 32-bit Outlook 2010, 2013, 2016, 2019)
AssistMyTeamHelpdeskAgentSetup_x64.exe (for 64-bit Outlook 2010, 2013, 2016, 2019)

For 'Per Machine Installation' (ideal for installing on Citrix and Terminal Servers)
AssistMyTeamHelpdeskAgentSetup_x86_Citrix.exe (for 32-bit Outlook 2010, 2013, 2016, 2019)
AssistMyTeamHelpdeskAgentSetup_x64_Citrix.exe (for 64-bit Outlook 2010, 2013, 2016, 2019)

Step 1. Run AssistMyTeamHelpdeskAgentSetup_xXX.exe to start the installation. Click ‘Next’ to Continue. If


Outlook 2010 or later is not installed, the setup wizard will not be able to proceed. Please also ensure Outlook is
shutdown (if already running or active in the task manager) as the setup has to install an Outlook add-in.

Step 2. Select the appropriate destination folder where the application files will be installed. If you change the
default folder path, please make sure you have appropriate permission. (Note: by default, it will be installed under
your application data folder)
Copyright © 2021 AssistMyTeam
AssistMyTeam Helpdesk for Outlook – Agent Install Guide

Page | 2

Step 3. Click ‘Install’ to continue the files extraction.

Copyright © 2021 AssistMyTeam


AssistMyTeam Helpdesk for Outlook – Agent Install Guide

Step 4. It may take a few minutes to complete the whole copying and registration process.

Page | 3

Step 5. Click 'Finish' to end the installation wizard.

Now start Microsoft Outlook. If the agent add-in installation was successful, you will see a new menu item
'AssistMyTeam Helpdesk’ in Outlook (after help menu).

Copyright © 2021 AssistMyTeam


AssistMyTeam Helpdesk for Outlook – Agent Install Guide

Step 6. The final step is linking up your Helpdesk Agent add-in with a configured SQL Server database. When you
start Outlook, you will be prompted to enter the SQL Server details so that the add-in can link up with the existing
helpdesk database.

Page | 4

Once you feed into the SQL Server or Azure Cloud SQL credentials, click ‘Save’ button. And the agent add-in is now
linked and connected to the helpdesk database. Now, you would be able to raise new cases from emails, or view
them in the dashboard panel.

Copyright © 2021 AssistMyTeam


AssistMyTeam Helpdesk for Outlook – Agent Install Guide

Additional step for Agents on the SQL database.


Make sure that you have adequate permission to access and update the tables in that database i.e., db_datareader
and db_datawriter permission on the AssistMyTeam Helpdesk SQL database.

Page | 5

The installation folder in your primary drive depends on the installation type you had chosen - Per User or Per
Machine.

For 'Per User Installation', it would be

C:\Users\[USER]\AppData\Roaming\AssistMyTeam\AssistMyTeam Helpdesk Agent (x64 or x86)

For 'Per Machine Installation', it would be


C:\Program files (x86)\AssistMyTeam\AssistMyTeam Helpdesk Agent (x86 or x64)

Copyright © 2021 AssistMyTeam

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