DeskPRO v2.0 Manual

Headstart Solutions Limited

Introduction.. 4

Conventions Used in This Document. 4

Intended Audience. 5

DeskPRO Administration Guide.. 6

Before You Start. 6

System Requirements. 6

Getting Help. 7

Getting the Distribution. 7

Installation.. 7

Prerequisites. 8

Unpacking and Uploading the Distribution. 8

Directly Unpacking the Distribution Into Place. 8

Uploading the Distribution from a Workstation. 10

Installing a New Installation. 10

Setting up the Database. 10

Testing Your Server. 11

Initializing the Database. 12

Setting up the Administrator Account 12

Securing the Installer. 13

Upgrading from a Previous Version. 13

Getting Started. 14

Testing Your Server. 14

Upgrading the Database. 14

Logging Into the Administrator Interface. 16

Using the Configuration Wizard. 17

Setting up Graphing Support 18

Font Installation. 18

File Permissions. 18

Testing. 19

Special Considerations for Virtual Hosting Environments. 19

Using DeskPRO with CPanel 19

Using DeskPRO with Plesk. 19

Using DeskPRO with Ensim.. 20

Getting Started.. 20

Getting Around in the Administration Interface. 20

Settings to Verify Before Production Use. 21

Rolling Out Your Helpdesk. 23

Automatic Tasks. 23

Automatic Tasks on Unix. 23

Automated Tasks on Windows. 25

Tasks Included with DeskPRO.. 26

Ticket Expiration. 26

Auto-escalation. 26

Report Generation. 27

Calendar Reminders. 27

Internal Maintenance. 27</