How To Install Help Desk Premier

Help Desk Premier is a trademark of BrightBox Solutions. Help Desk Premier software and the Help Desk Premier Installation Guide are furnished under license and may only be used or copied in accordance with the terms of such license. This Installation Guide and Help Desk Premier are proprietary to BrightBox Solutions and contain certain confidential information and trade secrets of BrightBox Solutions which are protected by United States and International laws and treaties. The content of this user s guide is furnished for informational use only, is subject to change without notice, and should not be construed as a commitment by BrightBox Solutions. BrightBox Solutions assumes no responsibility or liability for any errors or inaccuracies that may appear in this manual. Unauthorized duplication or distribution of this material is strictly prohibited. All data, reports, and information are the sole property of BrightBox Solutions. Except as permitted by such license, no part of this publication may be reproduced, stored in a retrieval system, or transmitted, in any form or by any means, electronic, recording, or otherwise without the prior written permission of BrightBox Solutions. All other trademarks are the properties of their respective owners. Visit the BrightBox Solutions website at www.servicedesksoftware.com E-Mail inquiries can be sent to: Sales Information sales@brightboxsolutions.com Support Requests support@brightboxsolutions.com We can also be reached at 877-615-5194

Table of Contents Chapter 1: Introduction...4 Product Description... 4 System Requirements... 4 Operating Systems... 4 Software Requirements... 4 Hardware Requirements... 4 Database Support... 4 Web Server... 5 Browser Support... 5 Chapter 2: Installation...6 Overview... 6 Installing Help Desk Premier... 7 Chapter 3: Help Desk Premier Configuration Manager... 11 Welcome... 11 Finished!... 13

Product Description Chapter 1: Introduction Help Desk Premier is an easy to use web-based help desk application. It runs on a Windows Server with IIS installed, and requires Microsoft SQL Server. System Requirements Complete System Requirements for Help Desk Premier: Operating Systems Microsoft Windows 2003 Server (32 and 64 bit) (Service Pack 2) Microsoft Windows 2008 Server (32 and 64 bit) (Service Pack 2) Microsoft Windows 2008 Server R2 (Service Pack 1) Microsoft Windows Vista (32 and 64 bit) (Service Pack 2) Microsoft Windows 7 (32 and 64 bit) (Service Pack 1) Software Requirements Microsoft.Net Framework 4.0 is required for Help Desk Premier. This is installed as part of the Help Desk Premier application if it is not already present. Hardware Requirements Minimum Recommended Disk space 200 MB (Basic Installation) 300 MB or higher (Full Installation) Processor speed 3.0 GHz 3.0 GHz or higher RAM requirements 2 GB 6 GB or higher Display resolution 1280 x 768 1280 x 1024 or higher Database Support Microsoft SQL Server 2005/2008 (32 and 64 bit) Microsoft SQL Server 2008 R2 (32 and 64 bit) Microsoft SQL 2008 Express R2 (32 and 64 bit) (If you do not have any Microsoft SQL Server versions installed, you will be given a link to install SQL 2008 Express during installation.)

Web Server IIS 6 IIS 7 Browser Support Microsoft Internet Explorer 8/9 Mozilla FireFox 4.0 Google Chrome 15

Chapter 2: Installation Overview Help Desk Premier installs with an easy-to-use wizard. If IIS is not found on the server or desktop where the installation is occurring, the installer will stop and provide information about how to install IIS. If the required version of the.net Framework is not found, the installer will automatically install it and require a reboot before it can continue. At the end of the installation, the Help Desk Premier Configuration Manager will appear and require you to enter your SQL Server name and credentials. Please have this information ready before beginning the install (although you can enter the information later by running the Configuration Manager separately after the install completes).

Installing Help Desk Premier Help Desk Premier is typically delivered via a download. The single installer is named HDPremier.exe. Locate this file, which you will have downloaded from the BrightBox Solutions website, and follow these instructions: Double click on HDPremier.exe to begin the installation. The InstallShield wizard begins and a Welcome screen appears: Click Next. A License Agreement screen appears, which displays the terms of the license to use Help Desk Premier:

Read the Software License Agreement. If you agree with the terms of the license and wish to continue the installation, click Yes. If you do not agree with the terms of the license, click No to terminate the installation. If you accepted the terms of the license agreement, a confirmation screen will appear:

Click Install to continue with the installation. A progress screen will display, showing you the files being installed: Once all files are installed, the following screen will appear:

Click Finish. The Configuration Manager will open. That topic is covered in the next chapter.

Chapter 3: Help Desk Premier Configuration Manager Welcome The Help Desk Premier Configuration Manager is used to configure Help Desk Premier to connect to your database. The Configuration Manager is automatically launched at the end of the installation (see previous chapter). However, should you need to modify your database or domain settings, it can also be launched from Start Programs BrightBox Solutions Help Desk Premier Configuration Manager. The Configurator Manager is you must have domain administrator privileges to use this wizard. Remember: You must have SQL Server installed and available in order to use Help Desk Premier. If you do not have SQL Server, there is a link at the top of the Configuration Manager window that will allow you to download SQL Express. SQL Express is a free version of SQL Server from Microsoft, and is 100% compatible with Help Desk Premier.

The information that you need to enter in order to configure Help Desk Premier is: 1. Your SQL Server name and if appropriate, the instance name. For example, if you are using SQL Express on your local computer, this may be something like: My_Server\sqlexpress If you have the SQL Server Browser service running, you can click the refresh icon to the right of the SQL Server dropdown to load a list of available SQL Servers in your environment. If the SQL Server Browser service is not running, this list will be unable to load. 2. Your Login and Password for your SQL Server installation. The default login is sa, and the password would have been set during installation of SQL Server. However, you may also have another login name that you wish to use. 3. Database Name. If you are installing a fresh installation of Help Desk Premier and do not have a Help Desk Premier database, enter any database name that you wish here, and the Configuration Manager will create the database for you. We recommend HDPremier as the database name, although you can add any name you wish. If you already have a valid Help Desk Premier database on the server that you ve specified, you can specify that database name here, and the Configuration Manager will connect to it to validate that it is a proper Help Desk Premier database. Note: When using SQLExpress, please do not forget to specify the instance name, such as \sqlexpress. Simply specifying the server name (e.g. MyServer) will be enough by itself. The instance name must be appended to the end (e.g. MyServer\SQLExpress). Once all of the above information is filled in, your Configuration Manager should look similar to this:

Once the information is entered, click Save. If the database name that you entered is not an existing database, you will be prompted to create the database. Simply click Yes and the database will be created. Finished! Once you complete this step, Help Desk Premier is installed and ready to use. If you wish to run Help Desk Premier from the computer or server where you installed it, you can do so with Start Programs BrightBox Solutions Help Desk Premier Web. If you are running Help Desk Premier from another computer on the network you simply open your compatible browser and access the application with: http://servername/helpdeskpremier There is an initial login ID of Demo with a password of Demo. Once you log into Help Desk Premier you can add additional users in the Administration panel of the application (Administration People). Please feel free to contact us with any questions.