Ferrysoft
Installation and Setup

Introduction

Ensure that the target computer meets all of the System Requirements before starting the installation. If Microsoft SQL Server is not already installed then install it using the following guide:

How to setup Microsoft SQL Server 2008 for use with Ferrysoft Help Desk

The installation and setup instructions assume that the .msi file available on the Downloads page has been downloaded to the target server.

This page explains the procedure to install and start using Ferrysoft Help Desk in the following sections:

Follow the steps below to perform the installation and setup of Ferrysoft Help Desk. The procedure assumes that you are logged into the target server as Administrator or that you are using a Windows username with administrator privileges.

Installation of Ferrysoft Help Desk

Extract the Ferrysoft Help Desk .msi file from the downloaded Ferrysoft Help Desk .zip file. Double click the Ferrysoft Help Desk .msi file.

1. Welcome window

The image below shows the Welcome window.

Welcome

Click Next to continue.

2. License Agreement window

The image below shows the License Agreement window.

License Agreement

Read the license agreement and tick the check box. Click Next to continue.

3. Select Installation Folder window

The image below shows the Select Installation Folder window.

Select Installation Folder

This window allows you to specify the folder that will contain the Ferrysoft Help Desk program files.

It is recommended that the default folder of C:\Program Files\Ferrysoft Help Desk\ is selected.

Click Next to continue.

4. Confirm Installation window

The image below shows the Confirm Installation window.

Confirm Installation

Click Install to continue.

5. Installation Complete window

The image below shows the Installation Complete window.

Installation Complete

Click Finish to end the program.

Setup the web site to use ASP.NET version 2.0.50727 using IIS Manager

Ferrysoft Help Desk must run within Internet Information Services (IIS) using ASP.NET version 2.0.50727. Use the Internet Information Services (IIS) Manager to ensure that the Ferrysoft Help Desk web site is set to the correct ASP.NET version as follows:

  1. From the Start Menu, choose Control Panel, choose Administrative Tools and then click Internet Information Services (IIS) Manager.
  2. Expand the web sites to point to the FerrysoftHelpDesk web site.
  3. From the Action menu, click Properties.
  4. Click the ASP.NET tab.
  5. If the ASP.NET version is not set to 2.0.50727 then change it to 2.0.50727 and click OK.

The image below shows the Properties window ASP.NET tab.

Properties window ASP.NET tab

Setup the web site to have anonymous access enabled using IIS Manager

Ferrysoft Help Desk must have anonymous access enabled for its web site. Use the Internet Information Services (IIS) Manager to ensure that the Ferrysoft Help Desk web site has anonymous access enabled as follows:

  1. From the Start Menu, choose Control Panel, choose Administrative Tools and then click Internet Information Services (IIS) Manager.
  2. Expand the web sites to point to the FerrysoftHelpDesk web site.
  3. From the Action menu, click Properties.
  4. Click the Directory Security tab.
  5. Click the Edit button.
  6. If the Enable anonymous access checkbox is not checked then check it and click OK.

The image below shows the Properties window Directory Security tab.

Properties window Directory Security tab

The image below shows the Authentication Methods window. Note that the User name shown here is an example and that the general format is IUSR_XXXX where XXXX depends on the name of the hosting server.

Authentication Methods window

Setup Ferrysoft Help Desk using Ferrysoft Help Desk Administrator

1. Use Ferrysoft Help Desk Administrator to create or upgrade the database and setup the database connection.

From the Start Menu, choose All Programs and then click Ferrysoft Help Desk Administrator.

2. Connect window

The image below shows the Administrator Connect window.

Administrator Login

Connect To - A named SQL Server; This option allows a named SQL Server to be specified, where SQL Server or SQL Server Express has been installed with a non-default name. If a named SQL Server has been setup then the specification is in the format computername\instancename.

Connect To - SQL Server default; This option specifies the default SQL Server (the unnamed instance) as the name of server. This is the default for all editions of Microsoft SQL Server, except Microsoft SQL Server Express.

Connect To - SQL Server Express default; This option specifies the default SQL Server Express (an instance named SQLEXPRESS) as the name of the server.

Server; specify the named SQL Server in the format computername\instancename. For example, if the computer name is MYSERVER and the instance name is MYINSTANCE then the specification would be MYSERVER\MYINSTANCE.

Authentication - Windows Authentication; Windows Authentication is preferred over SQL Server Authentication. With Windows Authentication, SQL Server authenticates via the Windows account used to connect to the database instead of via a specified Username and Password. If Windows Authentication is used then a Username and Password is not required and those fields are disabled.

Authentication - SQL Server Authentication; If SQL Server Authentication is used then a Username and Password is required.

Username; use sa.

Password; enter the sa password.

3. Main window

The image below shows the Administrator window.

Administrator

If this is the first time that Ferrysoft Help Desk has been installed then select Create Database. Alternatively, if this is an upgrade to Ferrysoft Help Desk and a database already exists then select Upgrade Database.

Click Process.

4. Create Database window / Upgrade Database window

The image below shows the Create Database window. Use this window to create a new database.

Create Database

The image below shows the Upgrade Database window. Use this window to upgrade an existing database.

Upgrade Database

Click OK.

When the confirmation message appears, click Close.

5. Main window

Select Setup Database Connection.

Click Process.

6. Setup Database Connection window

The image below shows the Setup Database Connection window. Use this window to setup the database connection.

Setup Database Connection

Connect To - A named SQL Server; This option allows a named SQL Server to be specified, where SQL Server or SQL Server Express has been installed with a non-default name. If a named SQL Server has been setup then the specification is in the format computername\instancename.

Connect To - SQL Server default; This option specifies the default SQL Server (the unnamed instance) as the name of server. This is the default for all editions of Microsoft SQL Server, except Microsoft SQL Server Express.

Connect To - SQL Server Express default; This option specifies the default SQL Server Express (an instance named SQLEXPRESS) as the name of the server.

Server; specify the named SQL Server in the format computername\instancename. For example, if the computer name is MYSERVER and the instance name is MYINSTANCE then the specification would be MYSERVER\MYINSTANCE.

Authentication - Windows Authentication; Windows Authentication is preferred over SQL Server Authentication. With Windows Authentication, SQL Server authenticates via the Windows account used to connect to the database instead of via a specified Username and Password. If Windows Authentication is used then a Username and Password is not required and those fields are disabled.

Authentication - SQL Server Authentication; If SQL Server Authentication is used then a Username and Password is required.

Username; enter the Username to login to Microsoft SQL Server. If this option is left blank then the default is "sa" although any Username with administrator privilege on Microsoft SQL Server can be used.

Password; enter the Password corresponding to the Username to login to Microsoft SQL Server. The password is not displayed in the window.

Timeout; select the connection timeout. The recommended connection timeout is 5 minutes.

Click OK.

When the confirmation message appears, click Close.

7. Main window

Click Exit to end the program.

Use a web browser to login to Ferrysoft Help Desk

1. Startup Internet Explorer or another preferred web browser.

2. Ensure that cookies are enabled.

Cookies must be enabled for Ferrysoft Help Desk to work correctly. See How to Enable Cookies for more information.

3. Ensure that JavaScript is enabled.

JavaScript must be enabled for Ferrysoft Help Desk to work correctly. See How to Enable JavaScript for more information.

4. Navigate to the following address (where server is the name of the computer where Ferrysoft Help Desk is installed):

http://server/ferrysofthelpdesk/

5. Login to Ferrysoft Help Desk using the following:

Username: administrator

Password: administrator

6. Configure Ferrysoft Help Desk using the Administration features.

The Administration features of Ferrysoft Help Desk should be used to setup the reference data (organisations, contacts, users, defaults etc.) before users are allowed to start using Ferrysoft Help Desk. See How to use the Administration features of Ferrysoft Help Desk for more information.