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The Liberum Installation Guide Presented by Jay Appell

History Rev1.1AddCommentsfromNoto,fromtheU.K.,toincludecommentsonAccessDB. Rev 1.2 Include Symptom and Corrective action codes at the end of install procedures guide Rev 1.3 4/30/07 Create new formatted guide. Added ODBC instructions that could prevent some installationsfromoperatingproperly.IncludedaSymptom,FaultandFixsection. Rev1.44/30/07AddMicrosoftAccessDatabasedirections

Welcome! If you have arrived on this webpage it is because you have read my post on the Liberum knowledgebase and have a desire to implement the helpdesk Liberum at your location.Itismyintenttohelpyouinstallitwithouttheaggravationittookme,whiledetailing whatIhadtodotomakeitallwork.Thefoundationforthisinstallationwas: NewMicrosoftWindows2003ServerandthelatestServicePack. Exchange2003onthesameserver. Windows2003withIIS(Webserver) MicrosoftSQLServer

ThesedirectionsworkedforusbutIhavetomentionthatsomecommonsenseandexperience need to be applied before continuing. If you have no idea what a computer is, then you probablyshouldfindsomeonewithmoreexperience.Ifyouareuncomfortablewithanyphase then ask before you do, especially with IIS and\or Microsoft SQL. You use these directions entirelyatyourownrisk. I used the Liberum Help Desk guide version 0.97.3 (build 003) as my initial reference and createdthisinstallguideforyou.Iwillshowyouhowtheapplicationgetsinstalled.Ifyouare usingWindows2000,someofmyscreensmightnotmatchyours,butitmaygiveyouenough to make the settings you need. The Liberum knowledgebase is pretty good. Like all KB's newerinformationishardertodeterminefromtheold.Further,whatyoudomightnotmake any difference at all. Welcome to the world of computers. As I mentioned before, this installation is for Windows 2003 using SQL as a database backend. I have included directions alongthewayshouldyoubeusingMicrosoftAccessforthedatabase. Steps 01 through 04 Obtain and extract Liberum Software Steps 05 through 05 Select SQL or Access Database Steps 06 through 06 Microsoft Access database Steps 07 through 07 Microsoft SQL database Steps 08 through 20 Setup a SQL Database Steps 21 through 25 Setup a SQL ODBC Connector Steps 31 through 37 Setup IIS to work with Liberum Helpdesk Steps 38 through 41 Language and Helpdesk configuration Steps 42 Microsoft Exchange E-Mail Symptom Fault and Fix Section Thefollowingisastepbystepwalkthrough.

1. DownloadtheLiberumsoftwarefromtheWebsiteorclickhere.Placethe.zipfileina locationofyourchoice.Iplaceditonmydesktop.

2. Extract the contents of the .zip file to the location on your webserver. I used c:\inetpub\wwwroot\helpdesk

3. Deletethe.txtfilesanditshouldnowlooklikethis.

4. Movethecontentsofthe"www"tothehelpdesklevel,andthendeletetheempty "www"folder.Whenyouredonethedirectoryshouldlooklikethis.

5. If you are installing Microsoft SQL as your database, continue to step 7. If you have chosen Microsoft Access as your backend database, continue to step 6. 6. MicrosoftAccessdatabaseinstructions.Openupthefile"SETTINGS.ASP"withnotepad. Itcanbefoundinthe"rootofthehelpdeskdirectory.WechosetouseSQLinsteadof AccesssoallofourexampleswillpertaintoSQL.WeusedanAccessdatabaseinitially but found it slow, but functional. Going to SQL yielded us better performance. Note changeshighlightedinYellow. . . '======================================== 'DatabaseInformation

'DatabaseType '1SQLServerwithSQLsecurity(setSQLUser/SQLPass) '2SQLServerwithintegratedsecurity '3AccessDatabase(setAccessPath) '4DSN(AnODBCDataSource)(setDSN_Name) Application("DBType")=3 '======================================== . . '===========ACCESSSETTINGS============ 'Physicalpathtodatabasefile Application("AccessPath")="C:\Inetpub\wwwroot\Helpdesk\db\helpdesk2007.mdb" '======================================== TheLiberumhelpdesksoftwaresuppliesanewdatabasecalledhelpdesk2000.mdb.For thepurposesofmyinstallationIrenamedittohelpdesk2007.mdb.Gotothelocation whereyourLiberumsoftwareisandrenametheAccessdatabasenamefrom. . . 'EnableDebugging: 'SettotruetoviewfullMSerrorsandotherdebuginformation 'printed.(ThiswilldisablemostOnErrorResumeNextstatements.) Application("Debug")=False Ihighlightedthestatementabovetoshowhowdebuggingisturnedon.Whenitissetto True you will operate most aspects of the helpdesk in debug mode, or if you will troubleshootingmode.Whenyouoperatethehelpdeskitwilldisplayotherinformation onyourscreeninsteadofoperatingsilently.Whenyouhavecompletedthedebugmode makesureyousetitbacktoFalse. Afteryouhavecompletedyourchanges,saveitandexit. 7. MicrosoftSQLdatabaseinstructions.Openupthefile"SETTINGS.ASP"withnotepad.It can be found in the "root of the helpdesk directory. We chose to use SQL instead of AccesssoallofourexampleswillpertaintoSQL.WeusedanAccessdatabaseinitially but found it slow, but functional. Going to SQL yielded us better performance. Note changeshighlightedinYellow.ForMicrosoftSQLmakeApplication("DBType")=1or2. WechoseoneaswewillsupplySQLAdmin,SA,credentials . . 'SetAppVariables: 'Theprocedurerunswhentheapplicationisstartedorthefileischanged 'Primaryojbectivesaretosetvariables/constantsusedthroughoutthe 'application. SubSetAppVariables '========================================

'DatabaseInformation 'DatabaseType '1SQLServerwithSQLsecurity(setSQLUser/SQLPass) '2SQLServerwithintegratedsecurity '3AccessDatabase(setAccessPath) '4DSN(AnODBCDataSource)(setDSN_Name) Application("DBType")=1 '======================================== '============SQLSETTINGS============== Application("SQLServer")="SQLSERVER"'Servername(don'tputtheleading\\) Application("SQLDBase")="HelpDesk"'Databasename Application("SQLUser")="sa"'AccounttologintotheSQLserverwith Application("SQLPass")="sapass"'Passwordforaccount '======================================= . . '=============DSNSETTINGS============= Application("DSN_Name")="HelpDeskDSN" '======================================== 'EnableDebugging: 'SettotruetoviewfullMSerrorsandotherdebuginformation 'printed.(ThiswilldisablemostOnErrorResumeNextstatements.) Application("Debug")=False Ihighlightedthestatementabovetoshowhowdebuggingisturnedon.Whenitissetto True you will operate most aspects of the helpdesk in debug mode, or if you will troubleshootingmode.Whenyouoperatethehelpdeskitwilldisplayotherinformation onyourscreeninsteadofoperatingsilently.Whenyouhavecompletedthedebugmode makesureyousetitbacktoFalse. Afteryouhavecompletedyourchanges,saveitandexit. 8. IfyouareinstallingSQLproceedtostep9,otherwisegotostep26. 9. NowweneedtosetuptheSQLdatabase.IusedaslightlyolderversionofSQLbutthis shouldgetyoucloseenoughtoinstallitwithamorecurrentversion. 10. OnyourSQLservergotoStart\Programs\MicrosoftSQLServer\EnterpriseManager 11. Clickonthelittle"+"symboltoopenMicrosoftSQLServers\SQLServerGroup\"Your servername"\Databases 12. RightClickonDatabasesandselectNewDatabase. 13. Enterthenameyouwishthedatabasetobecalled,like"Helpdesk"andclickOK.Make

surethenameofyourdatabasematchesupwiththenameyoucalleditinthe settings.asp. 14. Nowwewillinitializethe"Helpdesk"databaseyoujustcreated.Whenyoucreatedthe databaseitisessentiallyblankwithnoschemeorfields.Thegoodthingisthatthereisa filethatwillhelpuscompletethedatabaseinitialization. 15. FromthesameSQLWindow,locateActionViewTools",andclickon"Tools"and thenSQLQueryAnalyzer. 16. Don'tbeintimidated,wearealmostdone.SelectFile\Openandbrowsetothe"db" folderwhereyourhelpdeskisloadedonyourIIS.Forexample \\yourservername\c$\inetpub\wwwroot\helpdesk\db. 17. Inthisfolderwillbeafilecalled"helpdesk.sql",leftclicktoselectthisfileandclick Open. 18. TheschemafileshouldopenintheSQLQueryAnalyzerwindow.Lastbutnotleast, choosethe"helpdesk"databasefromthedropdownmenu.

19. Yourwindowshouldlookliketheoneabove,ifso,clickthegreenrightarrow.Youmight

seeoneerrorbecauseyoucreatedthedatabaseinadvance.Otherwiseyoucanclose thewindowsandexitSQL. 20. TheSQLdatabasetaskshouldnowbecomplete. 21. Thenextphaseisprettystraightforwardbutmanyforgetthatitisnecessary.Itiscalled anODBCconnector.Itsoundsmorecomplicatedthenitis.Basicallywehavetomake sure that the server and IIS can talk to the SQL server. If SQL is located on another machine we need to create a communication highway to it. 22. OnthehelpdeskservergotoStart\Programs\AdministrativeTools\DataSources (ODBC).

IntheabovepictureIhavealreadycreatedtheconnector.IdiditbyclickingAddand thenlocatingtheSQLServerdriver,selectingSQLServerandthenclickFinish.

23. AfteryouclickFinishthefollowingwindowwilldisplay.

MySQLConnectorlookslikethis:

ChooseyourSQLserverfromthedropdownlist. 24. AswefinishupyouwillclickNext.Thefollowingwindowwillbeshown.Choosethe correctauthentication,weusedNTauthenticationsincewewillaccessthishelpdeskvia theinternet.

ClickNext.Makesurethatthedatabasenameintheboxshownmatchesupwiththe

helpdeskdatabasenamecreatedontheSQLserver.

ClickNextandthenFinish. 25. Afinalscreenwilldisplaythatlookslikethis:

ClicktheTestDataSourcebutton.Youshouldsee:

Makesurethisworksbeforecontinuing.ThesuccessmeansthattheproperDataBase ConnectorisinstalledandtalkingwithSQL. 26. NowweneedtotailorIIS.Thisphasewasprettystraightforwardafterdaysoftryingto sort out what should be what. So I am saving you a fair amount of time. Open up IIS Manager, Start\Programs\Administrative Tools\Internet Information Services (IIS) Manager.Clickthe+signtorevealafoldercalledWebSites.RightClickontheDefault WebsiteandselectNew\VirtualDirectory.

27. Makesurethatyouclickthecheckbox"Runscripts(suchasASP).

28. Rightclick"hdesktest"folderfromtheDefaultWebSitelistandchooseproperties. 29. Clickthe"Documents"tabandclick"Add".Entereachoftheseandplacetheminthis exactorderasshown.Deleteindex.htmlwhichisthedefaultbutnotused.ClickApply.

30. Rightclick"hdesktest"folderfromtheDefaultWebSitelistandchooseproperties,then selecttheDirectorySecuritytab.Clickthe"Edit"buttonfortheAuthenticationand accesscontrol.

31. UnchecktheEnable"anonymousaccess"andcheck"IntegratedWindows Authentication".ClickOKtocontinue.

32. Here is a gotchya that is mentioned by a few and would take you time to find and correct. Make sure you do this. Go back to the Virtual Directory tab and click on the "Configuration" button. Choose the Options tab and checkmark the "Enable parent paths". Not doing this will cause you to see Visual Basic Errors.

33. NowRightClickonthe"admin"folderunderthehdesktestIISstructureandchoose properties.

34. Choosethe"Documents"tabanditshouldlooklikethefollowing.

35. Believeitornotyoushouldberealclosetoafunctionalhelpdesksystem.Herearea coupleofpreflightchecks.RightClick"hdesktest"andclick"Browse". 36. YoumaybepromptedtologinifyouareusingAccess.Ifyoureceiveanerrorlikethis:

Ifyoudomakesurethatyouverifythatthefilepathwherethehelpdesk??.mdbfileis located.IfyoureluckyyouwillseethisforAccessUsers,ifsocontinuetostep37.

37. Onelastcheckistorightclickonthe"admin"folderandclick"Browse".Youshouldsee somethinglikethisoranerrorforlanguagestrings.ProceedtoStep38

38. UseInternetExplorerandconnectto: http://your.webserver.com/hdesktest/setup.asp. Youshouldseesomethinglikethis:

39. Clickthe"Install/UpgradeLanguageStrings"button.

WhenithascompletedclosedownInternetExplorer.Renamethesetup.asptoanother name.xyz after it successfully completed. You dont need someone coming along and runningthisagain. 40. Nowyouwillconfigureyourhelpdesk.UseInternetExplorerandconnectto: http://your.webserver.com/hdesktest/admin Youshouldseetheadminloginwindow.

Thepasswordbydefaultis"admin"withoutthequotes. 41. Youareessentiallydoneunlessyouwanttouseemailconfirmation.Inthatcasemove ontostep36. 42. TheEmailpieceofthiswasalearningexperienceeventhoughIamprettywellversedin MicrosoftExchange.HereareafewKEYnotesthatareextremelyimportantandwithout them you may not have your email running. I will even go as far to say that without themyoumaybeleftto"think"thatrebuildingyourIISorExchangeserverisnecessary. Don'tbelieveeverythingthatMicrosoftentersontheirknowledgebase. NotablePoint1:Forthoseofyouwishingtouseemail,MicrosoftWindows2003doesnotcome loadedwiththelibrarycdonts.dll.Asyouwouldsoonlearn,Windows2003Serverdoesnotuse CDONTSasitwasdeprecatedforusewithCDOSYS.CDOSisthenewMicrosoftemailsending component(readmoreonMicrosoftWebsite).IfyournotcertainwhatIjustsaid,atfacevalue thewayMicrosoftusedtosendmailisnolongertruewithWindows2003.

Notable Point 2: Since CDONTS isn't loaded by Windows 2003, you can get the library and simply install it for use in the new environment, yay! You can download it from http://www.webhostgear.com/cdonts.zip.Downloaditandplaceitasidefornowifyouwilluse LiberumemailonWindows2003. 1. IntheHelpdeskAdministrativeMenuchoose"ConfigureSite".makesurethatemailis setto"CDONTS".TheAuthenticationshouldbesettoNT. 2. IfyouhaveMicrosoftWindows2003withExchangeServerinstalled,youwillneedto manuallyinstallthecdonts.dllfromthe.zipyoudownloadedinNotablePoint2.Place thecdonts.dllintothec:\windows\system32directory. 3. Fromthecommandpromptexecutethefollowing: regsvr32C:\Windows\System32\cdonts.dll 4. Onelastimportantitem,youwillneedtograntmodifyaccesstothe"Drop"folderinIIS. Hereishowyoudoit. 5. GotothelocationwhereIISis,forexampleC:\Inetpub\mailroot. 6. RightClicktheDropfolderandchoosePropertiesandthenSecurity.Addanentrywith "ModifyAccess",IUSR_yourserver. Thatshouldjustaboutdoit.Ihopeyoufoundthisinformativeandhelpful.Ifyouhaveany questionsorcommentsiwouldlovetohearfromyouatjappell@appellhq.com.

Symptom,FaultandFixSection
Problem Whenperformingasearchviathehelpdeskmenuyoureceiveand"ApplicationError". Number:2147217900 Source:MicrosoftOLEDBProviderforSQLServer Description:CannotuseaCONTAINSorFREETEXTpredicateontable'problems'becauseitis notfulltextindexed. TheSQLQuerystringisusingbadsyntax..... Eventhoughthesituationdescribedaboveoperatedwiththesolutiondescribedbelow,the helpdeskcodedoesn'tattempttousefulltextindexingifit'sdisabledinthesettings.Ityour caseitwasenabledinthehelpdeskcodebutnotinthesqlserver,causingyourerror.Andit's

verydesirabletoutilizefulltextsearchesifavailable,itsignificantlyreducestheserverloadas opposedtousingsqlonlysearches. Solution GototheAdministrativeMenu\ConfigureSite ChangeKBSQLFullTextSearches:toDisable Problem Error! Command:INSERTINTOtblLangStrings(id,variable,LangText)VALUES(1,'AccessDenied', 'Accessdenied') Number:2147467259 Source:MicrosoftJETDatabaseEngine Description:Operationmustuseanupdateablequery Solution Checkpermissions Problem HTTPError500 Solution With2003,youneedtoenableparentpaths.Theinstructionsarebelow: *ClickStart>Programs>AdministrativeTools>InternetInformationServices *ExpandWebSitesandrightclickthewebsiteyouwanttoenablethisfor(i.eDefaultWeb Site),clickProperties *ClicktheHomedirectorytabandclicktheConfigurationbutton *ClickontheOptionstab *ChecktheboxEnableParentPaths Problem ApplicationError Number:2147220991(0x80040201) Source: Description:Exception0xc0000005wasgeneratedataddress0x74bae93c Solution Emailportionofthehelpdeskisnotoperatingwithemailproperly.Disableemailandtheerror maygoawaywhileyoubegintotroubleshootfurther.