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Helpdesk Manager Install Guide

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53 views

Helpdesk Manager Install Guide

ras

Uploaded by

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

AssistMyTeam Helpdesk for Outlook


Manager Installation and Configuration

AssistMyTeam Helpdesk System consists of two separate installs – Managerial and Agent. The managerial install is
for helpdesk administrators who would configure and maintain the helpdesk, drop down lists, templates, KB
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articles and other settings in the database. Whereas, the Agent install is for the agents and technicians to enable
them to work on support cases in Outlook.

Note: If administrators need to work on support cases, the agent tool also needs to be installed, apart from the
managerial portion

Download link: SETUPS

There are two different setup types:

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


AssistMyTeamHelpdeskSetups_x86.zip (for 32-bit Outlook 2010, 2013, 2016, 2019)
AssistMyTeamHelpdeskSetups_x64.zip (for 64-bit Outlook 2010, 2013, 2016, 2019)

For 'Per Machine Installation' (ideal for installing on Citrix and Terminal Servers)
AssistMyTeamHelpdeskSetups_x86_Citrix.zip (for 32-bit Outlook 2010, 2013, 2016, 2019)
AssistMyTeamHelpdeskSetups_x64_Citrix.zip (for 64-bit Outlook 2010, 2013, 2016, 2019)

The downloaded zip file contains 3 files: AssistMyTeamHelpdeskManagerSetup_xXX.exe,


AssistMyTeamHelpdeskAgentSetup_xXX.exe and VersionInfo.txt where ‘xXX’ can be either x86 (32-bit Outlook) or
x64 (64-bit Outlook)

Extract these file contents to a file folder. It is recommended that you place the setup files on a shared network
folder, such that all users can have access to it, and ease the installation and upgrade process.

Per User Installation and Per Machine Installation

In Per User Installation, both the Manager and Agent installs are 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 (This is known as per user installation). 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 user needs to install Helpdesk 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., per machine
installation, which technically means 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 Manager setup consists of two different types - one each for 32-bit Outlook and 64-bit Outlook

For Per User Installation:


AssistMyTeamHelpdeskManagerSetup_x86.exe (for 32-bit Outlook 2010, 2013, 2016, 2019)
AssistMyTeamHelpdeskManagerSetup_x64.exe (for 64-bit Outlook 2010, 2013, 2016, 2019)

For Per Machine Installation:


AssistMyTeamHelpdeskManagerSetup_x86_Citrix.exe (for 32-bit Outlook 2010, 2013, 2016, 2019)
AssistMyTeamHelpdeskManagerSetup_x64_Citrix.exe (for 64-bit Outlook 2010, 2013, 2016, 2019)
Copyright © 2021 AssistMyTeam
AssistMyTeam Helpdesk for Outlook – Manager Install Guide

Managerial Installation
The managerial installation consists of server tools and files, for creating the Team Helpdesk Outlook folders,
and for configuring and maintaining the settings of the helpdesk. It has to be performed by the helpdesk
administrator/manager before the client tool is installed on every technician's system.

Step 1. Run the AssistMyTeamHelpdeskManagerSetup_xXX.exe to start the installation. Click 'Next' to


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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 – Manager Install Guide

Step 3. Click 'Next' to continue with the file’s extraction. It just takes a few minutes to complete the whole copying
process

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Step 4. Click 'Finish’. This ends the files installation process in your system. Now start Microsoft Outlook

Copyright © 2021 AssistMyTeam


AssistMyTeam Helpdesk for Outlook – Manager Install Guide

Step 5. Start Outlook (restart if it was already running during the files installation). As soon as Outlook is loaded,
you will be prompted with the following database connection dialog box:

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Now, the final step is to choose a database where all the settings, templates, cases, articles and other helpdesk
data will be saved. Supported database options are: Microsoft SQL Server (default) and Microsoft Azure SQL.

Using Microsoft SQL Server


This is the default recommended database. SQL Server Express edition is also supported.

You need to provide the Server name as it is mandatory. The Database name is optional. If it is left empty, a new
database with the name ‘AssistMyTeamHelpdeskDB’ would be created. If your SQL server is configured to use
windows authentication (NTLM), then you can check the ‘Use Integrity Security’ option to let Windows manager
the credentials to access the resources on the SQL server.

Permission for Technicians/Agents on the SQL database


Each of your helpdesk users/technicians should have both db_datareader and db_datawriter permission on the
Helpdesk SQL database.

NOTE: When choosing a SQL server database for Helpdesk System, if you are not using the ‘Integrated Security’
(also known as Windows Authentication, or NTLM authentication), then it is very important that each user or agent
has knowledge about their SQL username and password so that they can enter them while making the first-time
connection with the helpdesk database with their installed helpdesk add-in in Outlook.

Copyright © 2021 AssistMyTeam


AssistMyTeam Helpdesk for Outlook – Manager Install Guide

Using Cloud based SQL Server database


You can also use cloud-based SQL server service instead of on-premise such as Amazon RDS cloud service (They
offer both free and paid accounts. For more, refer to https://aws.amazon.com/rds/). For instance, below is our test
MS SQL account with Amazon RDS. Once you have signed up and created a MS SQL database, input the endpoint
URL as server in our app. Make sure, you suffix the port number after the endpoint as “,1433” so that the full URL
in the server name would be ‘XXXXXXXXXXXXXXXXXXXXXXXXX.rds.amazon.com,1433’.
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And here is screenshot of the RDS server to use from the RDS member panel.

Copyright © 2021 AssistMyTeam


AssistMyTeam Helpdesk for Outlook – Manager Install Guide

Using Microsoft Azure SQL


Azure SQL Database is a cloud-based relational database service from Microsoft, which is based on SQL Server
database. This option is ideal for helpdesk that have technicians scattered or working remotely in different
locations but have access to the web.

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NOTE: If no database name is mentioned, the helpdesk add-in will create a new database in your Azure SQL server,
by the name of 'AssistMyTeamHelpdeskDB’.

Step 6. With the database creation and configuration done, you will be given a choice to load a sample dataset of
cases, KB articles and drop-down lists (problems, statuses, callers, agents etc.). We strongly feel you will be able to
learn and get familiar with the helpdesk add-in very quickly with the sample dataset and hence, we recommend
that you load them. If chosen, 5 each of cases, KB articles, callers, drop-down lists etc. will be loaded into your new
database. You can, of course, remove them later without much difficulty.

Once done, you are almost ready. If you want to work on the cases in your Outlook, you and other agents will also
need to install the helpdesk agent add-in as well.

Copyright © 2021 AssistMyTeam

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