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KronoDesk Administration Guide

1. ForumURL 2 SiteName Name CompanyName Copright Year S1C opyright ear Contact Phone S Coe Phone oe oe O E Useful Link 2 UsefulLink2 Useful Link 3 S UsefulLink3 ETEEN hl T TETT So aoe RL hh beeen TE Clicking the token string will automatically insert it into the text editor for the template or they can be manually typed in Most tokens can be put in the subject line as well but beware of putting some tokens in as it can make emails unreadable if the subject line is too long 4 Appendices 4 1 Appendix A Troubleshooting If you receive the dreaded IIS 500 Internal Error or the Server Application Not Available webpage when you try and access KronoDesk for the first time there can be a myriad of causes However a good first place to look for the cause is inside the Windows Event Viewer which stores all errors raised in the system To open the Event Viewer click Start gt Settings gt Control Panel gt Administrative Tools gt Event Viewer This will open up the event viewer E Event Viewer File Action View Help m fa g E Event Viewer Local EH Application fi System afl Internet Explorer rity Log Security Audit Records System Error Records i Internet Explorer Log Custom Log Error Records Click on the Application and System folders in turn and look for errors raised by MSSQLSERVER KronoDesk DCOM ASPNET or IIS Click on
2. Install the appropriate version of the browser we recommend 9 0 or 10 0 following the instructions provided with the installation You are free to use Internet Explorer Mozilla Firefox Apple Safari Google Chrome or Opera with KronoDesk Other browsers Netscape Konqueror etc may work with KronoDesk but they have not been exhaustively tested for compatibility by Inflectra 2 1 4 Ensure that IIS is installed On Windows Server installations IIS is usually installed as part of the factory configuration whereas on Windows Vista and XP installations you typically need to manually add the components to the factory configuration The steps that you need to take to verify its installation are listed below for each operating system a Windows XP or 2003 Server To check if you have IIS installed click Start gt Control Panel gt Administrative Tools Under the Administrative Tools folder you should see an icon for Internet Information Services If you don t see this icon then it means that you need to add IIS to your computer gt Component Services m Computer Management Data Sources ODBC Event Viewer Ba Local Security Policy Tr Microsoft NET Framework 1 1 Configuration Pr Microsoft NET Framework 1 1 Wizards Ka Performance Sia Services Indicates IIS is installed Ce Internet Information Services fa Server Extensions Administrator ap MetaEdit 2 2 To install IIS you need to click Start
3. No the system will not send out ANY emails e From Email Address Display Name The address and name you want outgoing emails to be sent from e Reply To Email Address Display Name The address and name you want outgoing emails to have in their Reply To header e Allow HTML Emails If set to yes emails going out can contain HTML elements for rich text emails If set to yes emails will be marked as being plain text e Force Email Control Not used at this time If set to No users will have the ability to enable to disable receiving of emails from the system If set to Yes users will not be able to specify their preference e Use IIS Mail Server Settings If set to No you must define your SMTP server information below If set to Yes the application will use the defined IIS virtual server settings e SMTP Server Hostname Port The DNS or IP address of the SMTP server and the port that it accepts incoming mail on e Use SSL Connection Whether or not the SMTP server requires an SSL connection e SMTP Server UserID Password The username or password to log onto the SMTP server with If no username or password is required enter in anonymous in both fields 3 1 5 3 Mail Templates This tab allows you to customize the email templates that are sent out E Mail Configuration Email Configuration SMTP Server Mail Templates Select Template to Edit Ticket User Assigned
4. This issue can affect Windows Server 2003 using IIS 6 0 Since the 6 0 release of IIS there is the ability to separate the web server into different Application Pools Sometimes web hosting companies will host multiple websites in the same application pool which we do not recommend When resources are maxed out for an application pool IIS 6 starts to recycle these sites causing application variables to be lost for those recycled sites By default KronoDesk installs on these operating systems in its own application pool If you are experiencing application session loss symptoms then we recommend asking your web hosting company to verify that your instance of KronoDesk is running in its own application pool with all recycling options disabled and the recycle worker process set to recycle only once during the day at a set time To make these changes yourself you need to follow these steps 1 Add new application pool for KronoDesk if one does not already exist E Internet Information Services I Manager Ty Fie Action View Window Help m e 2 m amp Computer Local Version Status Sg INFLECTRASVROS local computer S SINFLECTRASYROS local computer Yes IS 6 0 F i Application Pools alh Defa Mer pplication Pool E gi Spira All Tasks r Application PoohtFrom Filej 2 Gall StsA ie gl Sts Mew Window Fron Here Refresh Click it and enter the name Properties of your own application pool Hel a Web Sit
5. Defaut Workflow v Web Portal application Add new Produc E ea gt Soyo Soa The fields are used as follows e Token Not used at this time however each product must have a unique token ID e Display Name This is what the product will display to users when selecting or researching a product e Description This is a short description for internal use to describe the product e Workflow This is the selected workflow for Tickets assigned to this product See Workflows below 3 1 8 License Details The license details page displays the information about the installed license for the particular instance of KronoDesk being used The information displayed includes the product name the license version e g v1 0 0 0 type of license in effect x user fixed x user concurrent demonstration enterprise etc the organization that the license belongs to the actual license key code and finally the number of agent users concurrently logged in This last piece of information is useful as it helps administrators track down how many agent licenses are currently in use A sample page is illustrated below License Details The following license information is currently being used by the system You can update the license by entering the organization and license key Licensed Product KronoDesk License Version v1 0 0 0 License Type Enterprise License Con
6. Name Operating System Browsers Affected Other Information Notes Hosted System Target Date Reviewed By Phone Extension Response Time mins The following Ticket standard fields are hidden disabled required at this step in the workflow The following Ticket custom properties are hidden disabled required at this step in the workflow Required Type Hidden Disabled Required List J MultiList J Text Text Boolean Date User Integer Decimal Opener Priority Product Resolution Status ID Type The top part of the screen is the workflow browser which illustrates how the step relates to the workflow as a whole It displays the current ticket status in the middle with the possible originating and destination transitions listed to either side Clicking on either workflow transition name will take you to the appropriate workflow transition details page This allows you to click through the whole workflow from start to finish without having to return to the workflow details page This page allows you to define the behavior of the various ticket fields i e those that are a standard part of KronoDesk such as Priority and ticket custom properties for this particular step in the workflow You can set each of the fields custom properties as being hidden disabled and or required for each step in the workflow Note that you cannot set a field property as being required and disabled since this would prevent a user from eve
7. gt Control Panel gt Add or Remove Programs then choose the option to Add Remove Windows Components as illustrated below Windows Components Wizard Windows Components You can add or remove components of Windows XP To add or remove a component click the checkbox Hee Ll part of the component will be installed To see what s included in a component cick Details 0 0 ME 13 5 MB 2 0 MB 0 0 MB hl wl MSN Famincer a7 MA Desorption Includes Windows Accessones and tities for your computer Total disk space required 56 3 MB Space available on disk 3693 2 MB Check the box marked either Internet Information Services IIS or Application Server and click the lt Next gt button to install the missing Windows components Once the installation has completed IIS will now be installed on your system To verify that this is the case type http localhost into the address bar of Internet Explorer on your computer You should see a screen displaying the initial IIS startup page My Windows i Under Construction iy er ey pili The site you are trying te wew does not currently hawe o By Professional default page It may be in the process of being upgraded and canhgured Tier WH Ga See Pe Please iry the ete again later I you etl expenenice the eam pour oo cee agonal ro Meh Neegeen ry oes ier merger problem try contacting the Web site administrator K face kasa oo parail ian gh Peer en ee ee ee
8. gt Programs gt Microsoft SQL Server gt Enterprise Manager and look for the name of the server For SQL Server 2005 2008 2012 Express edition installations the Server name is usually the name of your computer followed by SQLEXPRESS so for example if your computer is called MyComputer the server name would be MyComputer SQLEXPRESS Omitting the second part called the instance name would lead to a host not found error Once you have entered the various pieces of information click lt Next gt The installer will attempt to connect to the database using the provided information and it will display an error message if any of the information is incorrect Assuming the information is correct the following screen will be displayed x Advanced Database Configuration Please specify the following database options Ki r oO n O D g Ss k The installer will now let you specify the advanced database configuration settings Please choose the name of the database login database name and database user that will be created by the installer Database Login NT ALTHORITY WETWORK SERVICE Database Name KronoDesk Database User KronoDesk ee This page lets you customize the name of the database login database name and database user that the application will create If you chose the Custom Installation then the fields will be editable otherwise they will be read only Also if you chose Windows Authentication t
9. Changes take effect immediately and no data is lost You can enable the sections at a later date and still have all of your information from earlier You will still be able to adjust settings for that section in Administration but none of the changes will take effect until the section is re enabled Enable Forums Yes v lf set to Yes all visitors guests and employees will be able to see and post to the forums If set to No then the Forum functionality will be turned off Enable Knowledgebase Yes h If set to Yes all visitors will be able to view KB articles If set to No then KB Articles will be deactivated Enable Help Desk Yes v If set to Yes the Help Desk and Ticket functionality will be available to users If set to No then users will not be able to work with Tickets gt Cancel The following sections can be enabled disabled gt Enable Forums If set to Yes all visitors guests and employees will be able to see and post to the forums If set to No then the Forum functionality will be turned off gt Enable Knowledge Base If set to Yes all visitors will be able to view KB articles If set to No then KB Articles will be deactivated gt Enable Help Desk If set to Yes the Help Desk and Ticket functionality will be available to users If set to No then users will not be able to work with Tickets 3 1 3 Appearance The Appearance page is used to custom
10. IIS 2 2 Installing the Software Now that all the prerequisites have been correctly installed you are now ready to install KronoDesk onto your system To perform the installation you will need the installation package downloaded from the Inflectra website the name of the organization that the software is licensed to and the actual license key code which will be available in the customer area of the Inflectra website To start the installation double click on the KronoDesk installation package it will have a filename of the form KronoDesk v1 x x x msi and the Windows Installer will display the following dialog box Welcome to the KronoDesk Setup Wizard The Setup Wizard will install KronoDesk v 1 0 0 0 on your computer Click Next to continue or Cancel to exit the Setup Wizard inflectraz ee ee If you are upgrading from an earlier version of KronoDesk the dialog box will be similar except that it will instead let you know that you are upgrading from an earlier version to the current one ie KronoDesk Setup Welcome to the KronoDesk Setup Wizard The Setup Wizard will upgrade the version of KronoDesk on your computer to v 1 0 0 0 Click Next to continue or Cancel to exit the Setup Wizard inflectra In this instance the installer will update the program files on your computer and migrate your data into the new version seamlessly If for any reason you don t see the upgrade message and you have
11. This has to be unique e Email Address a valid email address that notifications will be sent to This has to be unique e First Name the user s first name e Last Name the user s last name e Middle Initial the users middle initial if applicable e Comment not used e Culture Locale By default all profiles will be set to use the application s default culture This means that the language and number formats used in the application will be the ones decided by the person who installed the system However there are cases where you want to use a different language or number format for example a German employee working in the German office of a French company might want to use the German culture instead of French You can change the culture to any of the options listed in the dropdown list e Timezone By default all profiles will be set to use the application s default timezone This means that the timezone used in the application to accept display data will be the one decided by the person who installed the system However there are cases where you want to use a different timezone for example a German employee working in the German office of an American company might want to use CET instead of EST You can change the timezone to any of the options listed in the dropdown list e RSS Token used to allow the user to view secure KronoDesk RSS newsfeeds from outside the system e Password if you want to change th
12. and 2 These two rich text paragraphs are displayed to a customer when they click on the external public home page of KronoDesk Support Overview Outstanding support is the foundation of our company and we want your experience with our products to be exceptional from the start We dedicate more than half our technical resources to support and we make support a priority over all other work Hyperlinks Useful Link 1 3 These three hyperlinks are displayed in the Useful Links section of the Customer Homepage Useful Links Hyperlinks Footer Link 1 3 These three hyperlinks are displayed in the footer of the application and can be customized to point to important pages on your website that your customers frequently access e g Support Policy Privacy Policy Legal Notices etc Help Desk Legal Notices Privacy Policy 3 1 4 Branding This section allows you to customize the appearance of KronoDesk so that matches your company s branding Company Logo You can change the logo displayed in the application to match your company logo To make the change you just need to click on the Browse button which brings up the standard web browser file upload dialog box Simply choose the appropriate image file and when you click the main Save button the company logo will be updated Mobile Site Logo You can change the smaller icon displayed in the mobile version of the application to matc
13. expand the folders marked Component Services Computers My Computer and COM Applications in turn If the window opens correctly and displays the information illustrated above then your IIS 500 error is being caused by something else However if you receive an error message that indicates an inability to connect with the Distributed Transaction Coordinator then you have to fix the MSDTC service to enable IIS and ASP NET to operate properly To fix the issue you need to make changes to the Windows System Registry hereafter referred to as the registry This is a process that should not be attempted by novice users since any incorrect changes can complete wreck the Windows installation requiring a complete reinstallation of the operating system To open the registry click Start gt Run and type Regedit exe into the dialog box and the registry will open m Registry Editor File Edit View Favorites Help G Mspalrp Name Type Data ol chart lab Default REG S value not set na BS AllowOnlySecureRpcCalls REG_DWORD ox00000001 1 l a za Ai ClusteringVersion REG_DWORD Oxf 4294967295 MLaLICENnSiM a gy msmo no FallbackToUnsecureR PCI REG_DWORD Ox00000000 0 3 aE enia lai MaxLogSize REG DWORD Ox00000200 512 eo Ga MSOSOAP Rd TurnOARpcSecurity REG DWORD oxdo000000 0 tl MSSQLServer ha gt s Il My Computer HKEY_LOCAL_MACHINE SOFTWARE Microsoft MSDTC Expand t
14. forums provide help and support on the book inventory system that was Book Inventory System web portal Web Portal Forums gt View Forums 2 These forums provide help and support on the web portal that was developed to allow Library Web Portal Other gt Knowledge Base Settings gt Help Desk Settings gt View Forums 2 These forums are for discussions not specific to any of the products in the other v 1 gt Remove gt Remove gt Remove gt Remove gt Add New Category When you first open this page the system will list all the forum categories already in the system You can use this page to perform the following operations e Modify an Existing Category to do this you simply need to update the URL Token Display Name Description Product Active flag and Position value for the category and click Save O O URL Token This is the URL segment that will be used to create the hyperlink to access this forum category e g http myserver KronoDesk Forum url token aspx Url Tokens have to be unique and can only contain alphanumeric characters and hyphens Display Name This is the name of the category that will be displayed in the category details page Description This is the long description of the category that will be displayed in
15. localhost into the address bar of Internet Explorer on your computer You should see a screen displaying the initial IIS startup page Benvenuto Jl i Welkom internet information services n Ho _ BELI i a 2 1 5 Ensure that ASP NET is installed Now that you have both IIS and NET installed you need to make sure that the Active Server Pages ASP NET components that allow IIS to access the NET framework have been correctly configured If you installed NET after IIS then ASP NET is typically configured for you but if you installed IIS afterwards then further manual steps may be necessary The settings are different depending on which version of Windows you are using a Windows XP or 2003 Server To verify that ASP NET has been correctly configured click on Start gt Control Panel gt Administrative Tools gt Internet Information Services to launch the IIS administrative console Internet Information Services EE E gt mil fg Internet Information Services EF B SANDMAN local computer 8 11SHelp c windows help ishelp aj Web Sites Lg Scripts C Inetoub Scripts E H Default Web Site Lg _vti_bin C Program Files Common Files Micr Ei Default SMTP Virtual Server LgPrinters C WINDOWS Wweb printers Expand the name of the web server marked as local computer expand the Web Sites folder right click on Default Web Site and choose the Properties link This will bring up the IIS co
16. lt Next gt will bring you to the next page in the installation wizard i KronoDesk License Agreement End User License Agreement Please read the following license agreement carefully Ki r on Oo D es k l End User License Agreement er INFLECTRA SOFTWARE END USER LICENSE AGREEMENT E IMPORTANT THIS SOFTWARE END USER LICENSE AGREEMENT 2 EULAD IS A LEGAL AGREEMENT BETWEEN YOU AND INFLECTRA READ IT CAREFULLY BEFORE COMPLETING THE INSTALLATION PROCESS AND USING THE SOFTWARE IT PROVIDES A LICENSE TO USE THE SOFTWARE AND CONTAINS WARRANTY INFORMATION AND LIABILITY DISCLAIMERS BY INSTALLING AND USING THE SOFTWARE YOU ARE CONFIRMING WOID ACE OTARICE OE THE S amp AbrnaAraADe AMD ACDEECIR Tr The next screen in the installation wizard outlines the KronoDesk End User License Agreement EULA Please read this carefully as it describes the legal contract between you the user of the software and Inflectra Corporation the developer and publisher Once you have read the agreement and understood your rights and obligations select the radio button marked I accept the terms in the License Agreement and click the lt Next gt button The following screen will be displayed H KronoDesk Setup Choose the name of the product that you are installi K ro n O D es k KronoDesk K ro n oO je Ss k i An integrated customer support system that provides l help desk ticketing online forums and a searchable k Click on the
17. perry aap elle par E a A Tmermlip eela ERTE mare if you are the Web site adminestrator and feel you have ere tina come aarti par re taal emia al received thes message in enor please see Enabling and Disabling Oyname Content m I5 H To access IS Help 1 Okk Start and then check Riin aa ae eeepc 2 in the Open test box ype inetmgr 115 Manager err eee res eee E appears Siew ait Gk AAL AE ii 3 From the Help menu dick Help Topics a Pane piji Aal Fehi bet dih Be miil lL Chek Internet Information Services moe opie peepee ars Ps tae m 10 a eS eee rey Lies a Pes aed Revi e eet i mee weg eee al Windows XP IIS Default Page Windows 2003 Server IIS Default Page If you don t see this page but instead see an IIS error page e g Internal Server Error 500 please refer to Appendix A Troubleshooting IIS to fix your IIS installation before following the rest of this installation guide On Windows 2003 Server you may also need to go into the Web Service Extensions folder and make sure that ASP NET 4 0 is marked as Allowed If you receive an HTTP 404 Page Not Found error when running KronoDesk then it usually means that ASP NET 4 0 is marked as Prohibited b Windows 8 7 Vista or Windows Server 2012 2008 To check if you have IIS installed click Start gt Control Panel gt Administrative Tools Under the Administrative Tools folder you should see an icon for Internet Information Services IIS Ma
18. the category details page Product If the category is related to a specific product you should select the product Active This should be checked if you want the category to be visible within the application Old categories that are no longer in use should be made inactive Position This should be used to specify the order of the categories e Create a New Category to this you simply need to click on the Add New Category hyperlink in the bottom row and then enter the new category information and click Save e Delete an Existing Category to do this simply click on the Remove hyperlink next to the category You will be asked to confirm the deletion after which the category will be deleted from the system Note If you delete a forum category the system will delete all the forums threads and message contained within that category To view the list of forums associated with a particular category you should click on the View Forums link that will display the appropriate list of forums v System Settings Categories amp Forums gt Library Catalog Forums gt General Settings lt lt Back to Category List gt Appearance These are all the available forums defined for the Library Catalog Forums category To add a new forum click the Add link To remove a forum remove the name or click the gt E Mail Configuration Remove link gt Custom Lists s Prado Dafniioii Id
19. the lt Advanced gt button to bring up the advanced delivery configuration screen Advanced Delivery Eq Maximum hop count 15 Masquerade domain jinflectra com Fully qualified domain name inflectrasvr03 Check DNS Smart host maiLinfiectra cond Attempt direct delivery before sending to smart host J Perform reverse DNS lookup on incoming messages Cancel Help In this dialog box you should enter the following information gt Masquerade domain This is the domain name that you want emails from KronoDesk to look like their being sent from This is typically the domain name of your organization e g mycompany com gt Fully qualified domain name This is the fully qualified domain name of the IIS server that KronoDesk is installed on e g lisserver mycompany com gt Smart host This is the fully qualified domain name of the SMTP mail server that will actually be used in delivering the emails e g mail mycompany com You will need to get the name of this from your IT personnel Once you have updated the settings click the various lt OK gt buttons and you should now see emails being delivered from KronoDesk Note the email address that is used as the from address for all emails generated by KronoDesk is the email address stored in the Administrator user s profile You should edit that user s account and make sure their email address is a valid email address in your environme
20. the web site that will be using the certificate For a website that will be accessed across the Internet this should the fully qualified domain name e g www mysite com whereas for a website that is limited to a local intranet the computer name will suffice e g myhost Click lt Next gt when you are finished IS Certificate Wizard Geographical Information The certification authority requires the following geographical information Country Region US United States State province Marland City locality State province and Citylocality must be complete official names and may not contain abbreviations Next enter the country region state province and city locality that best describe where the web server will operate or where the organizational entity resides Once you are finished click lt Next gt IS Certificate Wizard Certificate Request Ale Name Your certificate request is saved as a text file with the file name you specify Enter a file name for the certificate request File name c sandman_spiratest_bertreg bt Cancel Next enter the filename that you want to use for the certificate request file This is the file that you will send to the Certificate Authority CA to request an SSL certificate This filename should be memorable and describe what the certificate is for The file extension should be txt Click lt Next gt once you have finished entering the filename IIS Certif
21. then the new product s event will take effect gt Firing Events gt Notified Users gt Email Template For each event you need to specify the name of the event this is not used in the email and Is just used to help you identify what the purpose and scope of the notification is e g Send emails to customers when a new ticket is logged In addition you should specify if the event is active or not and what product that the event is active for That way you can have different events occur for different products Firing Events This event will fire off when any of the following are matched New Ticket LI Fire off Event on New Ticekt Creation Note Added Fire off Event on a Note Added to Ticket Any of the following checked fields will fire off the event Toets summen O Jo ooo C C Pov Prey T a E Sa Resowion Te C The Firing Events section of the notification lets you specify which events will trigger the notification being sent There are three types of event that can occur gt gt New Ticket When a new help desk ticket is created by a customer this event is triggered If you want the notification to be sent when a new ticket is created you should check this option Note Added When a note is added by a user to an existing help desk ticket this event is triggered If you want the notification to be sent when a note is added you should check this option Field Changed When one of the check
22. v Subject Line SiteName Ticket 0 has be Sent when a ticket has changed owner is sent to the new owner a Bl U 323 ie ptal Lenno SiteName Ticket Assigned Hello to_name The following ticket in 3 has been assigned to you gt 4 0 gt Priority 5 gt Status 6 gt Product 7 gt Type 8 gt Previous Owner 2 Click Here to view the ticket Name Token Name Token User s ID UserlD User s Name UserName Login URL LoginURL Forum URL ForumURL KB URL KBURL Site URL SiteURL Site Name SiteName Company Name CompanyName To modify a template you need to select which template you wish to edit Once you select the template the page will reload and display the selected template The subject line is used in all emails sent with this template note that some templates do not have a subject defined and in this case the field will be hidden If you have HTML enabled in emails you will get the rich text editor With this editor you can link to external images but cannot send any images as attachments If you have HTML disabled you will get a standard textbox to enter in and modify the template Underneath the template is a table listing all the tokens available for the selected template Name Token Name Token UsersID S UserD Users Name S UserName Togn URL S LoginURL FonmURL S ForumURL keur
23. what action needs to be taken We recommend that you install configure the prerequisites in the following order gt Install the NET Framework v4 0 Install SQL Server 2012 2008 or 2005 gt Install Internet Explorer 8 0 or 9 0 gt Ensure that IIS is installed gt Ensure that ASP NET 4 0 is enabled 2 1 1 Install the NET Framework v4 0 On Windows Vista Windows 7 and Windows 2008 Server installations Microsoft NET Framework v4 0 is usually installed as part of the factory configuration whereas on earlier operating systems you might need to manually add the NET 4 0 components to the factory configuration To see which version of the Microsoft NET framework installed open up Windows Explorer and navigate to C WINDOWS Microsoft NET Framework and then the subfolders listed will indicate which version s of the framework you have installed 3 Microsoft NET 4 0 assembly C Framework Cy v1 0 3705 NET Frameworks 4 v1 1 4322 1 0 1 1 2 0 3 0 4 i v2 0 50727 3 5 amp 4 0 are installed 4 v3 0 4 v3 5 4 v4 0 30319 To install the NET Framework launch Internet Explorer and enter the URL https www inflectra com CustomerArea Once you have logged in to the customer area under the My Downloads section there will be hyperlinks to download and install the appropriate version of the NET Framework version 4 0 at time of writing Click on the option to download and install the NET Fra
24. 7 MB ig My Computer Now change the directory in the command window to the folder name in windows explorer i e type cd C WINDOWS Microsoft NET Framework v4 0 30319 where the version number matches the version number of the framework you have installed Once you have changed the directory to the appropriate folder simply type aspnet_regiis exe i to configure ASP NET You can now verify that ASP NET has been installed by checking the IIS management console as described above For 64 bit versions of Windows please use C WINDOWS Microsoft NET Framework64 v4 0 30319 b Windows Vista 7 or 2008 Server To verify that ASP NET has been correctly configured click on Start gt Control Panel gt Administrative Tools gt Internet Information Services IIS Manager to launch the IIS administrative console a INFLECTRASVRO4 Home idl 16 Stark Page ag INF LECTRAS ROM INFLUE Group byi Area TE application Pooks ASP NET C5 gt ePfR BRR SE NET JMET F at Connection Machine Key Pages and Providers Session Skate SMTP E mal Sring Conbrots D B Eror Pages Failed Request Tracing Aules i Lal ISAPI and CGI ISAPI Filkers Output Server Restrictions Fanagenmient a 8 Feature Prieka You should see a section called ASP NET occupying the top third of the IIS screen If not then you need to go back to section 2 1 3 and make sure that you chose the option to install ASP NET when installing
25. Assigned Close Ticket Delete gt gt Closed Closed Reopen Ticket Delete gt Add Transition gt gt Assigned Duplicate Return to Support Delete gt Add Transition gt gt Assigned Close Ticket Delete gt gt Closed Non Issue Return to Support Delete gt Add Transition gt gt Assigned Close Ticket Delete gt gt Closed This page lists in the left most column all the various incident statuses defined in the system The next column lists all the possible transitions that can occur from that status In addition with each transition is listed the name of the resulting destination status that the transition leads to E g from the assigned status depending on your role see later you can move the ticket to either Open Waiting On Customer Waiting on Development Duplicate and Non lssue depending on which transition the user takes Clicking on the name of a step or transition takes you to the appropriate details page see below where you can set the properties of the step or transition respectively To delete an existing transition simply click the lt Delete gt button after the transition name and to add a new transition click the lt Add Transition gt button in the Operations column 3 6 2 Edit Workflow Transition When you click on the transition name link from the previous screen you are taken to the workflow transition details screen Workflows gt Defa
26. Desk system can have up to 20 custom properties There are different types of custom properties allowed e Text Normal or Rich Text field e Integer Whole Number entry e Decimal Fractional number entry currency etc e Boolean Simple yes no on off checkbox e Date Date selector e List Custom List selector e Multi List Custom List selector that allows multiple values e User List of assignable users Each custom property can have optional settings applied to it Optional settings are as follows Note that not all settings are allowed for all property types e Default The default value when a new ticket is opened up e Allow Empty Whether or not an empty value is allowed e Precision Decimal Only How many decimal places is allowed or the value is rounded to e Minimum Value The minimum value allowed e Maximum Value The maximum value allowed e Minimum Length The minimum length of the data required in the field e Maximum Length The maximum length of the data allowed in the field e Rich Text Whether or not the text field allows HTML or not e Custom List The defined Custom List for the field that users can select from Important Note that setting Allow Empty to No will override any Workflow step definitions and will always require a value to be entered in even if the workflow is configured to have the field disabled Going to the main page you will see a list of custom properties defined for
27. IIS website you need to open up Windows Explorer and navigate to the folder containing the NET Framework So for example if you have NET Framework v4 0 installed you would navigate to C WINDOWS Microsoft NET Framework v4 0 30319 Now you need to open up a Windows command prompt by clicking Start gt Programs gt Accessories gt Command Prompt This will open up the command prompt window Ga v4 0 30319 File Edit View Favorites Tools Help Back wi D gt Search f Folders fi C WINDOWS Microsoft NET Framework v4 0 30319 Folders x O Media 3 Micosoft NET B assembly Se Framework v1 0 3705 a v1 1 4322 H v2 0 50727 4 v3 0 O v3 5 v4 0 30319 1033 2 ASP NETWebAdminFiles Config mor MSBuild 2 Mul Redistist al G2 1033 CD ASP NETWebAdminFiles Config mor MSBuild Omi O Redistlist O SetuoCache asa Temporary ASP NET Files h DataOradeClientPerfCounte DataOradeClientPerfCounte Lh _DataPerfCounters h DataPerfCounters ini ZB fc C WINDOWS system32 cmd exe icrosoft Windows XP Uersion 5 1 2666 lt C Copyright 1985 2661 Microsoft Corp Documents and Settings fAdam Sandman gt dcd C WINDOWS Microsoft NET Framework v4 6 36319 WINDOWS Microsoft NET Framevork v4 6 36319 gt aspnet_regiis exe i SetupCache sq 3 Temporary ASP NET Files v 2 amp wer vis gt 312 objects Disk free space 7 53 GB 12
28. KronoDesk KronoDesk Administration Guide Version 1 1 Inflectra Corporation Date October 28th 2013 inflectraZ Contents 1 Introduction 2 Installing KronoDesk 2 1 System Prerequisites 2 2 Installing the Software 2 3 Security Considerations 3 System Administration 3 1 System Settings 3 2 Users 3 3 Forum Settings 3 4 Knowledge Base Settings 3 5 Help Desk Settings 3 6 Workflows 3 7 Event Notifications 4 Appendices 4 1 Appendix A Troubleshooting 4 2 Appendix B Using with SSL 4 3 Appendix C Sending Email through IIS Legal Notices 10 17 18 19 31 35 38 40 45 49 52 52 57 62 64 1 Introduction KronoDesk is an integrated customer support system that includes help desk ticketing customer support forums and an online knowledge base in a single user interface KronoDesk includes a powerful and flexible help desk ticketing system that can be quickly and easily tailored to meet your support needs With support for custom fields and workflows you can create different support processes for your different products KronoDesk provides a knowledge base and online support forums making your customers more self sufficient with routine issues so that your support personnel can focus their time on the critical issues and complex enquiries This administration guide outlines how to setup a working installation of KronoDesk and how to perform routine
29. KronoDesk button to confirm that you want to install KronoDesk Once you have done this the following screen will be displayed ie KronoDesk Setup Customer Information Please enter your customer information KronowD esk User Name Joe User Organization lInfiectra Corporation Must match the Organization name the License was issued to License Key You need to enter your full name the organization that was issued the software license and finally the full hexadecimal license key that was provided with the software Once you click lt Next gt the installer will verify that all three were entered and that the license key matches the product being installed and that it matches the organization name The installer will warn you of any discrepancies but will allow you to proceed however after installation the system will not operate until a correct license key is entered If for any reason you are unable to get the provided license key to work please contact Inflectra customer support immediately and they will resolve the issue After clicking lt Next gt you will be given the choice of installation to perform is KronoDesk Setup ee Choose Setup Type ma Choose the setup type that best suits your needs Ki r on oO D es k Complete Installation Installs the full application and all the required database files Recommended for most users Application Only Installs only the application program file
30. The users are listed with their name login email address active flag approved status whether they are currently locked out for incorrectly entering their password too many times the date they last logged in and their user id You can sort or filter the user list by any of the fields by clicking on the header arrow or using the appropriate control in the filter row To view the details of a specific user simply click on their name which is a hyperlink Edit User Details Please update the user s information below Account Information Login Email Address donotreply1 kronodesk net First Name Ricky Last Name Middle Initial Comment Culture Locale Use Application Default Timezone Use Application Default RSS Token CC6F494D CE6A 4B22 A1EC F 7A6A5395900 gt Generate New Token Password Only enter in the new password if you mean to change it Otherwise leave blank Passwords are required to be a minimum of 6 characters in length Question What is 1 1 Answer Leave the Password Answer field empty if you do not want to change it Roles Spira Login Spira Api Key Active Approved Locked Out Last Login 12 31 2010 7 00 00 PM Last Locked Out Last Activity Password Last Changed Avatar Upload New Browse Update User Cancel You can update the following fields on this page e Login the username that the user has in the system
31. Tickets Help Desk Settings Below are the custom properties currently defined for support tickets All defined custom properties will appear under the Custom Properties header on the ticket details page Field Property Name Type Actions a ae List Edit Definition Remove 2 6 Browsers eee Edit Definition Remove 3 ext Edit Definition Remove ext Edit Definition Remove Edit Definition Remove e i a Date dmi Edit Definition Remove Reviewed By Edit Definition Remove ES Phone Extension De Edit Definition Remove Edit Definition Remove Edit Definition Remove Edit Definition Remove Edit Definition Remove Edit Definition Remove Edit Definition Remove Edit Definition Remove Edit Definition Remove Edit Definition Remove Edit Definition Remove Edit Definition Remove Edit Definition Remove To edit a definition click the Edit Definition link on a property and you will get a popup Custom Property 1 Definition Alias Type Custom List Operating Systems The fields visible will vary depending on the type of custom property you have selected but every custom property will need to have an Alias and a Type The Alias is what is shown to the user when viewing or editing the ticket The type is the type of data the ticket allows Under the Options tab will be available options that can be set for the custom property When finished click the Save bu
32. Url Token Display Name Description Active Category Position gt License Details 1 issues and questions Library Catalog Issues amp Question General discussions Vv Library Catalog Forums Y 1 gt Remove surrounding the use of the Library Catalog product This gt Remove Sample Data gt Users enhancement suggestion Library Catalog Enhancement Suc Discuss ideas and Library Catalog Forums Y gt Remove ooo suggestions for customising v Forum Settings and extending the Library gt Appearance best practices Library Catalog Best Practices Discussions of best practices Library Catalog Forums Y gt Remove for using the Library Catalog product in specific situations gt Categories amp Forums gt Knowledge Base Settings gt Add Forum gt Help Desk Settings You can use this page to manage the various forums in the category e Modify an Existing Forum to do this you simply need to update the URL Token Display Name Description Active flag and Position value for the forum and click Save o URL Token This is the URL segment that will be used to create the hyperlink to access this forum e g http myserver KronoDesk Forum category url token aspx Url Tokens have to be unique for the
33. User roles it is limited to just those users that are involved in the specific ticket for the other roles it will be sent to them regardless v Email Template EMail Subject SiteName Ticket Name has been updated The subject line to use in outgoing mail Note that tokens are allowed but should be kept to a minimum asi z u E Ftal ennon SiteName Ticket Updated Hello to_name The following ticket in 3 has been updated gt 4 0 gt Priority 5 gt Status 6 gt Product 7 gt Type 8 gt Previous Owner 2 Click Here to view the ticket Name Token Name Token KB URL KBURL Site URL SiteURL Site Name SiteName Company Name CompanyName Copyright Year CopyrightY ear Contact Phone ContactPhone Email a Useful Link 1 UsefulLink1 The Email Template section lets to specify the template used for the email notification in question The template consists of the email subject line and body If you have HTML enabled in emails you will get the rich text editor With this editor you can link to external images but cannot send any images as attachments If you have HTML disabled you will get a standard textbox to enter in and modify the template Underneath the template is a table listing all the tokens available for the selected template Name Token Name Ton UsersID S UsenD Users Name Login URL LoginURL Forum URL
34. administrative tasks It assumes a basic understanding of how to setup and administer a Windows Server or Windows workstation and also assumes that you have access to a valid Administrator level account For information on how to use the features of KronoDesk please refer to the KronoDesk User Manual instead 2 Installing KronoDesk This section outlines how to prepare your system for installation of KronoDesk how to actually install the software using the provided installation package and finally how to ensure that your web server is correctly configured to ensure secure operation The first sub section will outline what hardware and software configurations are supported and the exact installation sequence for Windows 2012 2008 2003 8 7 Vista and Windows XP The second sub section will explain how to load the KronoDesk software onto the server and discuss common problems and solutions The minimum hardware and software requirements for running the KronoDesk system are Server Requirements Requirement Minimum Specification Processor Intel or AMD x86 or x64 compatible processor Memory 2 GB 4 GB recommended Operating System Windows Server 2012 R1 amp R2 recommended Windows Server 2008 R1 amp R2 recommended Windows Server 2003 R1 amp R2 Windows 8 7 Visa XP Professional for demoing Service Packs Windows Server 2003 SP2 Database Microsoft SQL Server 2012 Microsoft SQL Serve
35. an existing installation don t continue but instead contact Inflectra customer support first This will ensure that your existing data is not overwritten by a clean install In either case click the lt Next gt button to start the installation wizard which will gather information from you regarding how you want to setup the system before actually installing the web server files and database components The next page of the installation wizard will display a list of all the required pre requisites and whether the installer could find them or not te KronoDesk Checking Prerequisites iena KronoDesk The list of prerequisites is displayed below Please fix any errors before continuing with the installation Please cick on the details button to learn how to correct Microsoft Internet Information Services Web Server Details Microsoft ASP NET Web Server Extensions 4 0 30319 Microsoft NET Framework 4 0 30319 Extended If any of the prerequisites were not correctly installed the installer will display a red cross icon next to the missing componeni s If this happens please refer to section 2 1 for installation of any prerequisites If for any reason you have the prerequisite installed but the installer was not able to find it this can occasionally happen on certain environments click the lt lgnore gt button to proceed with the installation Once the prerequisites have been correctly installed clicking
36. ate for you This can either be a third party provider e g Verisign or a tool used to generate self certificates that can be used internally to your organization e g the IIS Certificate Server that ships with Windows Server 2003 or 2008 For more information on the differences between these two options please read the following documents http www microsoft com technet prodtechnol WindowsServer2003 Library IIS 8d3bb71a 0a7f 443f 8084 908d0dab9caa mspx mirstrue installing self or third party certificate on Windows Server 2003 http www somacon com p42 php installing self certificate on Windows XP Once you have decided how you will generate the certificate you next need to generate the request for the certificate from your web server First click Start gt Settings gt Control Panel gt Administrative Tools gt Internet Information Services to bring up the IIS management console E Internet Information Services Fie Acton View a 44 Internet a Services Name O OZ OOOO H 4 SANDMAN local computer c windows help ishelp E a Web a Scrip C Inetpub Scripts ee C Program Files Common Files Micr C WINDOWS Wweb printers Default Web Site Properties Web Site ISAPI Filters Home Directory i m Documents Directory Security HTTP Heades Custom Eros Server Extensions Anonymous access and authentication control Enable anonymous acce
37. ated with a particular product or service although there may be some general categories that are product agnostic i System Settings Article Categories O O gt General Settings These are all the available categories defined for the knowledge base To add a new category click the Add link To remove a category remove the name or click the gt Appearance Remove link gt E Mail Configuration id UriToken Display Name Description Parent Category Product Active gt Custom Lists i 2 book inventory Book Inventory Articles Contains knowledge base None y Book inventory Syste w 7 gt Remove gt Product Definitions f 2 articles related to the book gt License Details inventory system that was gt Remove Sample Data library catalog Library Catalog Articles Contains knowledge base a Library Catalog Syste gt Remove gt articles related to the library E gt Users Cd catalog system that was gt Forum Settings Misc Articles Contains knowledge base a gt Remove K ra Sal articles not related to specific nowledge Base Settings products or services v gt Article Categories web portal Web Portal Articles Contains knowledge base a Library Web Portal Y gt Remove articles related to the web E gt Help Desk Settings portal that was developed to library catalog ne Library Catalog News Arti Contains news kn
38. current Users 1 Active View Active Sessions Expiration n a Organization Inflectra Corporation License Key 4C243D2FD7D493BE8CB51667BE59DA57 Note The license key and organization name must match that found in your Customer Home Page lf you do not already have a license for the software you can purchase one online today To change the license key used by the system for example if to upgrade from Trial edition to Standard edition you do not need to reinstall KronoDesk All you need to do is simply change the information in the organization and license key text boxes to match the license key and organization name found in the customer area of our website http www inflectra com CustomerArea and click the lt Update gt button If there is an issue with the license key e g a trial version that is passed its expiration date or where the license key doesn t match the organization name an error will be displayed describing the specific issue with the information you entered If you are unable to get the system to work with the license key information please contact Inflectra customer support at support inflectra com 3 1 9 Event Log The System Event Log administration page lets you view all of the errors warning and other diagnostic messages that have been logged in the system Event Log The following system events have been logged in the system Event Time AV Catego
39. e BE 4 Default web Site a SharePoint Central Administration Team Foundation Server Sharepoint Sites J Web Service Extensions Default SMTP Virtual Server Create Application Pool 2 Next choose your own application pool in the KronoDesk web site properties Default Web Site Properties Directory Security HTTP Headers Custom Errors ASP NET web Site Performance ISAPI Filters Home Directory Documents The content for this resource should come from O A share located on another computer A redirection to a URL Local path c inetpubwwwroot C Script source access Log visits Read Index this resource Writ Ci Write Choose the application Fi Directory browsing a l poo you created before Application settings Application name Default Application Starting point lt Default Web Site Configuration Execute permissions Scripts only Application pool SpiraTest Unload Click lt OK gt and you should now find that the issues with sessions disappearing has been corrected 4 1 3 Application Session Pooling Issues Windows Vista 7 or 2008 This issue can affect Windows Vista 7 or Server 2008 using IIS 7 0 Since the 6 0 release of IIS there is the ability to separate the web server into different Application Pools Sometimes web hosting companies will host multiple websites in the same application pool which we do not recommend When res
40. e Company Name This field is used to change the name of the company that is displayed in the application footer Copynght 2006 2017 MyCompany Inc All Rights Reserved en US e Copyright Year This field is used to change the copyright year to match the starting year of your company s website copyright e Contact Phone Number This field is used to specify the phone number that should be displayed on the application footer Tel 1 800 555 1712 e Email Address this field is used to specify the email address displayed on various pages within the application We recommend that you set this to match your primary support email address e g Ssupport mycompany com or info mycompany com RSS Feed The application home page will optionally display a list of recent news headlines from your company s newsfeed To enable this functionality simply enter the URL for your company s RSS newsfeed into this text box and it will automatically enable the home page widget and tell it to display news items from your newsfeed Title Prefix All of the web pages in KronoDesk prefix the title of the page with the application name e g KronoDesk Help Desk or KronoDesk Support Forums This setting allows you to choose the text displayed in the prefix We recommend we set it to your company s name That way web pages will be displayed using this name e g MyCompany Help Desk Descriptions 1
41. e following status Default Assigned Status Assigned v After a set amount of time an open ticket can be automatically closed This will only happen if a ticket is set to a status that is not open for internal customer service but is open externally for customers Closed Status Do Not Auto Close Ticket h Age of Ticket 0 Allowable values 7 365 After the ticket is this number of days old the status will be updated gt Cancel Save There are several options you can configure e The Default Open Status this allows you to specify the status that a ticket will be automatically switched to when a new note is added by the person who originally opened the ticket This is useful when a customer accesses one of their existing tickets that s in a closed status but forgets to change the status back to an open status This ensures that such tickets do not get forgotten about e The Default Assigned Status this allows you to specify the status that a ticket will be automatically switched to when you use the bulk assign tools on the main Help Desk page For example five new tickets arrive and you select them and choose the option to Assign Tickets to Me When they are assigned in this way the system will automatically change their status to the default assigned status option if specified e Closed Status After a set amount of time an open ticket can be automatically cl
42. e for identification purposes only and are not visible to other users in the application Each list item must have a unique name if you try to add a duplicate or empty value an error will be thrown Click the Save button to save your values and use the link at top to return to the main Custom List page 3 1 7 Product Definitions Products are used throughout the system in various ways For tickets and in the knowledgebase they are used to classify and for organization and to help the user find information they need to help them The screen for editing and creating products is Product Definitions This is a list of all defined products in the system Artifacts like Articles and Tickets can be assigned to a product for filtering and reporting You can add a new product by clicking the Add button To remove a product blank out the name or click the Remove button Removing a product does not delete associated artifacts The token can be three characters and must be unique per product Prod ID Token Display Name Description Workflow PR 1 LCS Library Catalog System Issues related to the main Library Default Workflow y Remove Catalog System application PR 2 BIS Book Inventory System Issues related to the main Book Default Workflow y Remove Inventory System application Remove PR 3 WEB Library Web Portal Issues related to the main Library
43. e services to install For Web Serwer 115 Role services Description Web Server provides support For HTML Web sites and optional support For 45P NET ASF and Web server extensions You can use the Web Server to host an internal or external Web site or to provide an environment For developers to create Web based applications Web Server Installed E Ww Common HTTP Features Installed wf Static Content Installed d Default Document Installed Directory Browsing Installed HTTP Errors Installed a HTTP Redirection Installed E O Application Development Installed s ASP NET Installed NET Extensibility Installed ASP car a ISAPI Extensions Installed a ISAPI Filters Installed Server Side Includes O Health and Diagnostics Installed vw Security Inskalled wf Performance Installed E O Management Tools Installed vf 115 Management Console Installed J IIS Management Scripts and Tools Installed F f fill o ose E Tee ie Tek ll More about role services Make sure that the following features are enabled gt Common HTTP Features gt Static Content gt Default Document gt HTTP Errors gt HTTP Redirection gt Application Development gt ASP NET gt NET Extensibility gt ISAPI Extensions gt ISAPI Filters gt Management Tools gt IIS Management Console gt IIS Management Service To verify that this IIS is now installed type http
44. e user s password you can enter it in the text box If you don t want to change the password you can leave this blank e Password Question Answer if you want to change the user s challenge question answer enter a question that only they will know the answer to together with the matching answer to that question If you don t want to change the question answer you can leave these blank e Roles this displays a list of the available roles in the system with the ones that the user belongs to selected You can change the roles by selecting them in the dropdown list e Spira Login You need to enter a valid login for SpiraTeam that corresponds to this KronoDesk user This allows the user to view SpiraTeam incidents linked to a specific KronoDesk help desk ticket e Spira Api Key You need to enter the SpiraTeam RSS token also known as the API Key for the user specified above e Active Used to specify whether this user account is active or not e Approved Used to specify whether this user account is approved or not Currently all users in the system are created with approved accounts e Locked Out Used to specify whether this user account is temporarily locked due to the user making too many incorrect login attempts e Avatar Each user in KronoDesk can have a small graphic icon called an avatar associated with their account This icon will be displayed next to forum posts ticket comments etc You can c
45. e virtual root KronoDesk This will install KronoDesk in the following virtual directory To install to this virtual directory dick Next To use a different virtual directory enter the name below Virtual Directory KronoDesk Cea E es This screen allows you to change the name of the web site URL that will be user to access the system By default users would need to type into their browsers http lt server name gt KronoDesk Should you want to have a different name other than KronoDesk change the name in the Virtual Directory box otherwise simply accept the default name and click lt Next gt Note The installer will check to make sure that the name you have chosen is not already in use and will warn you if it is Upon clicking lt Next gt you will be taken the database connection screen H KronoDesk n gt aa Select A Database Select the database to install on KronoDesk I The installer will now collect the information about your SQL Server database Please enter the name of the database server and the login password for a system administration account that will be used to create the database objects Windows Authentication SQL Server Authentication Server TARDIS SQLEXPRESS Login fsa Password Install Sample Data You can connect to the SQL Server database using either Windows Authentication or SQL Server Authentication and the process is slightly diff
46. ed fields is changed by a user this event is triggered Check any of the fields that you want to trigger the notification in question v Notified Users The following users or user groups will be sent the notification email when this event is matched Ticket Opener L Send Message to the Opener Original Owner The Original Owner lf checked and the tickets owner was changed a message will be sent to the original owner Current Owner The Current Owner lf checked the notification will be sent to the current or new if changed owner panier Cwm o Emme Menage Ue When selected an email will go out to all members of the role not just those who are involved with the Ticket The Notified Users section of the notification lets you specify which users will receive the email notifications when the event gets triggered There are four types of user that can be specified gt gt Ticket Opener This option will result in the notification being sent to the person that originally opened the ticket Original Owner This option will result in the notification being sent to the person that the ticket was originally assigned to Current Owner This option will result in the notification being sent to the person that the ticket is now assigned to Notification Roles These options allows you to specify which other roles in the system will get notified about changes to the ticket In the case of Customer and
47. em If you type http ocalhost KronoDesk into your browser you should see the KronoDesk home page as illustrated in the KronoDesk User Manual If for any reason you don t see the home page please refer to Appendix A Troubleshooting IIS or contact Inflectra Technical Support using one of the methods described at our website http www inflectra com Support The default login password for accessing KronoDesk is e Login administrator e Password PleaseChange 2 3 Security Considerations The Microsoft Internet Information Services IIS web server and SQL Server database are powerful tools to managing web based applications However it is important to make sure that they are correctly secured to prevent unauthorized access to applications being hosted on them This is a fast changing field and beyond the scope of this guide to address however we recommend reading the following article for details on how to secure IIS http www windowsecurity com articles Installing Securing IIS Servers Part1 html In addition to the steps outlined in this article it is important to note that by default all web pages served by IIS using the HTTP protocol are unencrypted and as such the usernames and passwords used by KronoDesk to log into the application can be read by network sniffing tools If you are using KronoDesk purely within an intranet environment this may not be an issue However if you are externally hosting KronoDesk onto a pub
48. ents do not want to see such tickets in their list when it s waiting for a customer to respond e Closed for External Whether this status is considered as inactive for external users customers etc For example the sample status Waiting on Customer would be considered Open for External because end users customers would definitely want to see such tickets in their list since the support agent is waiting for their response e Default The status selected as the default is the status that new tickets are opened as To add a new Status click the Add New Status link a new row will be inserted into the table where you can save the new status To remove a status click the Remove link Any tickets with a status that has been removed will stay that status until the next time a user edits the ticket In addition to this screen that lets you edit the ticket statuses if you click on the Advanced option in the left hand navigation it will bring up the screen that lets you specify some additional status change rules Help Desk Settings Ticket Statuses Advanced When a customer adds a note to a help desk ticket that is in a closed status the system will automatically switch the ticket to the following status Default Open Status Assigned h When an employee bulk assigns a ticket to themselves or another person using the ticket list page the system will automatically change the status of the ticket to th
49. er the name of your own application pool Next choose your own application pool in the KronoDesk web site properties J3 fg v INFLECTRASYRO4 Sites v Fie Yiew Help Start Page eG INFLECTRASYRO4 INFLECTRA ada ED Application Pools 5 6 Sites Default Web Site H 0 aspnet_client a SpiraTest Authenticatir 2 Handler Mappings F al E Features Advanced Settings 24x El General Application Pool Physical Path C Program Files SpiraTest Physical Path Credentials Physical Path Credentials Logon Type ClearText Virtual Path El Behavior Enabled Protocols Choose the application pool you created before Application Pool applicationPool Configures this application to run in the specified application pool D Explore Edit Permissions Basic Settings view Virtual Directories Manage Application la Browse Application 6 Browse 80 http Advanced Settings Help Online Help 4 2 Appendix B Using with SSL This section outlines how you can install a Secure Sockets Layer SSL certificate onto IIS to allow users to access KronoDesk via an encrypted protocol so that usernames passwords and sensitive project data cannot be sniffed across the network This is especially important if your web server is being accessed across the Internet This section assumes that you already have a Certificate Authority CA available to generate an SSL certific
50. ere are several sample users that are installed with the system they have the following login passwords and roles Login Password Active administrator System Administrator PleaseChange Yes Administrator rickypond PleaseChange Yes Manager donnaharkness PleaseChange Yes Employee jackvanstanten PleaseChange Yes Employee rosesmith PleaseChange Yes Customer roryjones PleaseChange Yes Customer marthanoble PleaseChange Yes Customer bernardtyler PleaseChange Yes Customer henrycooper PleaseChange Yes User amycribbins Amy Cribbins PleaseChange User Z O 3 2 2 View Active Sessions Often an administrator of the system will want to know how many users are currently logged into the system especially on installations licensed by concurrent user Clicking on the Active User Sessions administration option will display a list of all the users who currently have active sessions in the system Active Sessions The following users currently have active sessions on this instance of KronoDesk Login Full Name Session ID Uses License Interface Last Logon User Operations administrator System Administrator zs 1j3fflwdbh 1fqdorlj52ms True Web Application 6 4 2012 3 16 07 PM 1 gt End Session To end a user s session please click on the appropriate End Session link above Each user is displayed along with their user ID whether they re connected through the application or via a third party add on the date they last logged in a
51. erent for each mode 2 2 1 Windows Authentication This is the easiest option when the application and database will be residing on the same server In this case choose the Windows Authentication option and the Login Password boxes will be disabled In this case the installer will connect to the database using your current Windows login to create the application database objects and KronoDesk will connect to the database during normal operation using either the ASPNET or NETWORK SERVICE Windows accounts it depends on the version of the operating system 2 2 2 SQL Server Authentication This is the easiest option when the application and databases will be residing on different servers across the network In this case choose SQL Server Authentication and provide a SQL Server Login that has Database Owner DB Owner permissions e g the built in System Administrator SA account The installer will use this DB Owner account to create the database objects and KronoDesk will use a special login called KronoDesk by default for normal application operations For either mode in the Server box you need to enter the name of the Microsoft SQL Server instance that is running on your system the installer will default it to the hostname of the server which in many cases will be correct The easiest way to find out the database server name is to open up the SQL Server Administrative console typically by clicking Start
52. f the certificate and any other pertinent information that will help you distinguish it You should choose a bit length of at least 2048 bits and leave the other options unchecked unless you are using the server outside of the United States in which case you will need to choose the Server Gated Cryptography SGA option Click the lt Next gt button when you are finished IIS Certificate Wizard Organization Information Your certificate must include information about your organization that distinguishes it fram other organizations Select or type your organization s name and your organizational unit This is typically the legal name of your organization and the name of your division or department For further information consul certification authority s Web site Organization Inflectra Corporation Organizational unit Software Development Cancel Now enter the organization and organizational unit name that best describes who is requesting the certificate Click lt Next gt when you are finished IIS Certificate Wizard Your Site s Common Name Your Web site s common name is its fully qualified domain name Type the common name for your site f the server is on the Intemet use a valid DNS name If the server is on the intranet you may prefer to use the computers NetBIOS name F the common name changes you will need to obtain a new certificate Common name Next enter the common name for
53. ftware support hosting support technical support configuration issues training processes customization These will be the keywords displayed in the web page s header It s used to help with Search Engine Optimization SEO This page lets you specify the following values e Forums Name You can change the title displayed for the online support forums to match your company s name For example you might want to rename the forums Acme Inc Support Forums e Description 1 This rich text box contains the first paragraph of introductory text displayed on the support forums home page e Description 2 This rich text box contains the second paragraph of introductory text displayed on the support forums home page e Meta Description This plain text box contains the HTML Meta Description field that is not displayed in the web browser but is often used by search engines to rank the content You may want to modify this to ensure that your support forums are ranked highly on Internet search engines It should contain a brief description of your company its products and the support forums e Meta Keywords This plain text box contains the HTML Meta Keywords field that is not displayed in the web browser but is often used by search engines to rank the content You may want to modify this to ensure that your support forums are ranked highly on Internet search engines It should contain a comma sepa
54. g will only change the number formats e Default Timezone KronoDesk stores all dates and times internally in Universal Coordinated Time UTC and can therefore display dates times adjusted for different timezones By default KronoDesk will display dates in the timezone specified in the operating system it has been installed on However you can override this default by choosing the appropriate display timezone from the list of options displayed in the drop down list e Attachments Folder By default when KronoDesk is installed the document attachments uploaded in the system get stored inside the C Program Files KronoDesk Attachments folder located inside the main KronoDesk installation root However you may want to have the documents stored on a remotely mounted drive or on a different hard disk partition In which case you can simply change the folder pointed to in the text box illustrated above and then click Save to commit the change e Application Base URL This is the URL that your users use to access the system Do not put the Login aspx or any other page here as this URL is used to generate links to different pages in the application This setting is primarily used in email notifications and RSS feeds to specify the URL of the application e Require SSL When this is selected the application will require a secure connection when accessing the Account Profile pages This is useful if you want to run the site using an unencr
55. h your company s logo To make the change you just need to click on the Browse button which brings up the standard web browser file upload dialog box Simply choose the appropriate image file and when you click the main Save button the mobile logo will be updated e Colors You can change most of the colors used in the application to match your company website or for just aesthetic reasons by clicking on the appropriate color picker which will bring up the color dialog box All you need to do is either select a color from the list or enter its HTML Hexadecimal code if you already know it The changes will take effect when you click the main Save button Note The color changes will affect both the main site and the mobile web interface 3 1 5 Email Configuration This section allows you to change the settings regarding how KronoDesk sends out email notifications There are several tabs that you contain different settings 3 1 5 1 Email Configuration This tab allows you to change some of the basic high level email settings E Mail Configuration Email Configuration SMTP Server Mail Templates Send user a welcome email at registration Whether to send the user a welcome email when they register Notify the Admin of new user Should the system send the Administrator account an email when a new user registers The two options enable sending the new registered user a welcome email when the
56. he Ticket Priorities page defines values allowed for the standard Priority field Like types priorities must have a unique name gt System Settings Help Desk Settings gt Users These are all the available priorities defined for tickets To add a new priority click the Add link To remove a priority remove the name or click the Remove link gt Forum Settings Priority ID Display Name gt Knowledge Base Settings TP 1 Critical Remove v Help Desk Settings TP 2 High Remove P 3 i Remove gt Custom Properties La Medium gt Ticket Statuses TP 4 Low Remove gt Advanced gt Ticket Types gt Ticket Priorities Add New Priority gt Ticket Resolutions gt Workflows gt Spira Integration To add a new priority click the Add New Priority link and fill out the new empty row To remove a priority click the Remove button to the right of the priority Note that any tickets assigned to a priority that is removed will retain their value until the next time a user tries to edit the ticket 3 5 5 Ticket Resolutions Help Desk Settings These are all the available resolutuions A resolution is meant to be a final status of the ticket such as Verified Bug User Error or RMA Created To add a new resolution click the Add link To remove one remove the name or click the Remove link TR 1 Customer Issue Netw
57. he folders marked My Computer HKEY LOCAL_MACHINE SOFTWARE and Microsoft in turn and navigate to the folder marked MSDTC Click the lt Delete gt button on your keyboard and click lt OK gt on the confirmation box Now close the registry editor Now you need to click on Start gt Settings gt Control Panel gt Add or Remove Programs and click on the tab marked Add Remove Windows Components Windows Components Wizard Windows Components You can add or remove components of Windows XP To add or remove a component click the checkbox A shaded box means that onky part of the component will be installed To see what s included in a component click Details Components fe Accessories and Litilities 18 0 MB Sai Fax Services EP Indexing Service S amp S Intemet Explorer il SY Intemet Information Servires 15 Description Includes Windows Accessories and Utilities for your computer Total disk space required 56 3 MB Space available on disk 36370 1 MB Dont change any of the selected components but instead simply click the lt Next gt button The Windows installer will detect that the MSDTC is missing due to the registry change you made and will now reinstall it correctly Once this has finished reboot the system and you should now be able to access ASP and ASP NET applications from within IIS Details 4 1 2 Application Session Pooling Issues Windows 2003
58. hen the Database Login field will be set to the built in Windows account associated with ASP NET for the specific operating system being installed on and cannot be changed Once you have reviewed this page and made any changes you should click lt Next gt to proceed is KronoDesk Setup Ready to Install r The Setup Wizard is ready to begin the Complete r on oO D es K Click Install to begin the installation If you want to review or change any of your installation settings dick Back Click Cancel to exit the wizard Click the lt Install gt button to actually begin the process of installing KronoDesk onto your system If you are installing KronoDesk onto Windows Vista or later then you will first be prompted by the Windows User Access Control UAC security system to confirm that you want to install a new piece of software Click the option that confirms you want to proceed with the install The installer will then display a progress bar that gradually fills as the installation proceeds iy KronoDesk Setup KronoDesk Please wait while the Setup Wizard installs KronoDesk This may take several minutes Status Once the installation is complete the following message will be displayed J KronoDesk Setup Completing the KronoDesk Setup Wizard Click the Finish button to exit the Setup Wizard inflectra Cancel Congratulations You have successfully installed KronoDesk onto your syst
59. icate Wizard Request File Summary You have chosen to generate a request file To generate the following request click Next File name cc sandman_spiratest_certreg tet Your request contains the following information Issued To sandman Friendly Name Spira Test Installation Development Server Country Region State Province Marland City Silver Spring Organization Inflectra Corporation Organizational Unit Sottware Development Finally you will get a confirmation screen that verifies the information you have entered If you want to make changes click the lt Back gt button otherwise click lt Next gt to actually generate the certificate Once finished you will now have the certificate request file that you can send to the Certificate Authority CA to process your request Once the CA has processed your request they will send back the actual SSL certificate that you can install onto your web sever The next steps will describe how to install the certificate once you receive it back from the CA Once you have received the SSL certificate back from the CA save the file onto your hard disk with the file extension cer Now open up the IIS management console as described above right click on the Default Web Site icon and choose Properties Now select the Directory Security tab and click the button marked lt Server Certificate gt under the heading Secure Communications When the dialog box a
60. ify the base URL configure the folder used to store document attachments and also specify whether certain parts of the application should require a secure connection KronoDesk Sear Hen Sh administrator Home Page Knowledge Base Forums HelpDesk Reports v System Settings General Settings gt General Settings This page allows you to modify the general KronoDesk system settings gt Enabled Sections gt Appearance Default Culture Server Default v gt Brandin The culture used to determine which number date formats to use and which language to use gt E Mail Configuration Default Timezone Server Default Y gt Custom Lists The timezone used to determine how dates and times are displayed in the system gt Product Definitions gt License Details Attachments Folder C Subversion Projects KronoDesk Trunk Web Attachments The folder used to store file attachments e g C Program Files SpiraTeam Attachments gt Event Lo gt Remove Sample Data Application Base Url http localhost KronoDesk The URL used to access this instance of KronoDesk e g https mycompany kronodesk net gt Forum Settings Require SSL Should the system require a secure connection when accessing the Account profile pages gt Knowledge Base Settings Default Role gt Help Desk Settings The default role assigned to a new user when he she regi
61. ique and can only contain alphanumeric characters and hyphens o Display Name This is the name of the category that will be displayed in the category details page o Description This is the long description of the category that will be displayed in the category details page o Parent Category If this is a top level category you should leave it set to None otherwise you need to set this to the name of the existing article category that the category will be listed under o Product If the category is related to a specific product you should select the product o Active This should be checked if you want the category to be visible within the application Old categories that are no longer in use should be made inactive e Create a New Category to this you simply need to click on the Add New Category hyperlink in the bottom row and then enter the new category information and click Save e Delete an Existing Category to do this simply click on the Remove hyperlink next to the category You will be asked to confirm the deletion after which the category will be deleted from the system Note If you delete an article category the system will delete all the child categories and articles contained within that category 3 5 Helo Desk Settings This section contains all of the settings that affect the help desk ticketing part of the application 3 5 1 Custom Properties Tickets in the Help
62. ist of the defined ticket workflows in the system A workflow is a predefined sequence of ticket statuses linked together by workflow transitions to enable a newly created ticket to be reviewed prioritized assigned resolved and closed as well as to handle exception cases such as the case of a duplicate or non reproducible ticket The initial workflow list screen when you first use the system is illustrated below Workflows There are the various workflows available in the system To add a new workflow click the Add button to edit an existing workflow click on the Steps hyperlink Workflow Name Default Active Workflow Operations Default Workflow 5 1 steps Copy Delete l To modify the name default status and or active flags simply change the values in the appropriate text box radio button or drop down list and click the Save button To add a new workflow simply click the Add Workflow button and a new workflow will be created with the standard KronoDesk steps and transitions You can have as many workflows as you like in a project but only one can be marked as the default Each KronoDesk product is assigned to a workflow this allows you to have support tickets for different products follow different paths from creation to closure However when a new product is created it will be initially associated with the default workflow The steps and transitions that make up the default wor
63. ize the information displayed in KronoDesk so that it is appropriate for your organization The following customizations can be made the system Appearance This section allows you to customize the appearance of KronoDesk so that matches your company s information Company Information Company Name MyCompany Inc The name of your company that will be displayed in several places within the application e g MyCompany Inc Copyright Year The starting year that should be displayed in the footer of the application e g 2006 Contact Phone Number 4 899 555 1212 The phone number that customers call when they need to contact customer support e g 1 800 APP HELP Email Address support mycompany com The email address that should be used to contact your company if users have any questions or need support RSS Feed http www inflectra com Feeds Atom aspx ContentT ype ProductNews CompanyNev A URL to an RSS ATOM Feed that you want to be displayed on the application home page Title Prefix KronoDesk The prefix that will be used in the title bar of all pages inside the application e g MyCompany or MyCompany Support Introduction Text Outstanding support is the foundation of our company and we want your experience with our products to be exceptional from the start We dedicate more than half our technical resources to support and we make support a priority over all other work This is the first paragraph of the descrip
64. kflow are illustrated in the diagram below e Open Status e Closed Status Mark as Duplicate Close Ticket Sand to Development Close Ticket Note You can only assign an active workflow to a KronoDesk product and similarly you cannot make a workflow inactive that is currently linked to at least one product This is important as all products need to be linked to an active workflow at all times 3 6 1 Edit Workflow Details Clicking on the lt Steps gt button of an inactive workflow brings up the following screen that lists all the workflow steps and workflow transitions that comprise the workflow Workflows gt Default Workflow lt lt Back to Workflow List This displays all the ticket status steps for this particular workflow stepName Transitions Status Md Operations Open Default Assign Ticket Delete gt Add Transition gt gt Assigned Unassign Ticket Delete 2 gt Add Transition gt gt Open Propose Solution Delete gt gt Waiting on Customer Request More Information Delete gt gt Waiting on Customer Send to Development Delete gt gt Waiting on Development Mark as Duplicate Delete gt gt Duplicate Not Reproducible Delete gt gt Non lIssue Waiting on Customer Return to Support Delete gt Add Transition gt gt Assigned Close Ticket Delete gt gt Closed Waiting on Development Reassign to Support Delete gt Add Transition gt gt
65. lated to viewing and managing users in the system Currently it allows an administrator to view the list of users and modify a user s profile as well as see a list of active sessions 3 2 1 View Edit Users This page will display a list of users both active and inactive currently configured in the system View Edit Users The following users have been created in the system To edit an existing user click on the User s name Displaying 1 10 out of 10 Users Apply Filter Clear Filter a E B E E o a amp Amy E Cribbins amycribbins donotreply kronodesk net N amp Bemard P Tyler bernardtyler donotreply kronodesk net amp Donna W Harkness donnaharkness donotreply kronodesk net amp Henry J Cooper henrycooper donotreply kronodesk net amp Jack Van Stanten jackvanstanten donotreply kronodesk net amp Martha Noble marthanoble donotreply kronodesk net amp Ricky Pond rickypond donotreply kronodesk net a Rory Jones roryjones donotreply kronodesk net amp Rose T Smith rosesmith donotreply kronodesk net amp System Administrator administrator donotreply kronodesk net 6 Jun 2012 Show 15 v rows per page 4 4 Displaying page 1_ of 1 gt gt 31 Dec 2010 10 8 3 9 6 Jun 2012 4 7 2 6 5 1 lt lt lt lt lt lt lt lt lt z lt lt lt lt lt lt lt lt lt lt z z z z di z z z
66. lick on the Browse button to change their avatar or Remove to switch their user back to the default image Once you are satisfied with the changes you can click Update User to commit the changes If there are any validation errors they will be displayed otherwise the system will display a confirmation box The following roles exist in the system and can be used when assigned permissions to users e Administrator the most powerful role in the system they can view create modify and delete all artifacts in the system articles tickets forums threads replies as well as access the administration section where they can change all application wide settings e Manager this role can view create modify and delete all artifacts in the system articles tickets forums threads replies This role cannot access the Administration section e Employee this role can view everything in the non administration section of the application This role can view modify and create tickets articles threads and replies It cannot delete items in the system e Customer this role can view all articles and forums can submit new threads reply to existing threads can log help desk tickets and view modify tickets that they opened only e User this role can view all articles and forums can submit new threads and reply to existing threads This role does not have any access to the help desk ticketing section of the application Th
67. licly accessible website we recommend installing a Secure Sockets Layer SSL encryption certificate and restricting all web traffic to the secure HTTPS protocol instead For details on how to perform this task please refer to Appendix B Installing an SSL Certificate 3 System Administration Now that you have successfully installed KronoDesk this section of the guide outlines how to perform the typical system wide administrative tasks necessary for setting up projects in the system managing users and verifying the license information To perform these tasks you need to login to the system with a user that is a member of the Administrator role The special administrator login is created by the installer for this very purpose You should initially login to KronoDesk with the username administrator and the password PleaseChange It is recommend that this password be changed as soon as possible to something that is secure yet memorable by clicking on the User Profile link see the KronoDesk User Manual for more details Once you have logged in as an Administrator you need to click the Administration link in the main navigation bar This will display the Administration home page KronoDesk Search n el administrator Home Page KnowledgeBase Forums HelpDesk Reports v System Settings General Settings gt General Settings This page allows you to modify the general KronoDesk system setting
68. mework and follow the instructions provided Once you have completed the install verify that the installation was successful by looking in the Administrative Tools folder as illustrated above You also need to make sure that NET 4 0 has been installed if necessary Please make sure that the Full NET 4 0 Framework is installed and not just the NET 4 0 Client Profile You can check which is installed by going to Start gt Control Panel gt Programs amp Features and then looking for the different NET 4 0 Framework components that are installed Es Microsoft NET Framework 4 Client Profile Ed Microsoft WET Framework 4 Extended E Microsoft NET Framework 4 Multi Targeting Pack If you only see the Microsoft NET Framework 4 Client Profile and not the Microsoft NET Framework 4 Extended then you need to install the additional LNET 4 0 components that are needed for server based applications such as KronoDesk to run 2 1 2 Install SQL Server 2012 2008 or 2005 Install the appropriate version of the database software following the instructions provided with the installation We recommend SQL Server 2012 2008 Express Edition for most users This free version of SQL Server will offer sufficient performance for most installations and can be easily downloaded from either the customer area of our website or directly from the Microsoft web site at http Awww microsoft com express sal 2 1 3 Install Internet Explorer
69. nager If you don t see this icon then it means that you need to add IIS to your computer py LAr F Event Viewer a Group Policy Management Ty Internet Information Services 11S 6 0 Manager 2 iSCSI Initiator a Local Security Policy ae Memory Diagnostics Tool Indicates that IIS is installed On Windows 8 7 or Vista to install IIS you need to click Start gt Control Panel gt Programs and Features then choose the option to Turn Windows features on or off This will bring up the list of features and roles that can be configured on the server Windows Features Turn Windows features on or off To turn a feature on select its check box To turn a feature off clear tts check box A filled box means that only part of the feature is turned on ial FTP Server m Web Management Tools a m World Wide Web Services El m Application Development Features dO NET Extensibility Ji ASP ASP NET H ca di ISAPI Extensions ISAPI Filters di Server Side Includes g m Common HTTP Features aes Default Document di Directory Browsing di HTTP Errors HTTP Redirection di Static Content WebDAV Publishing PIAST PORES Ss On Windows Server 2012 or 2008 you need to click on Server Manager then under the Roles heading choose the option to Add Role followed by selecting the new role Web Server IIS Then click Next to bring up the role configuration screen Select the rol
70. nd whether they are being counted as concurrent user from a licensing perspective With a concurrent user license KronoDesk allows an unlimited number of general user sessions but only a certain number of customer service agent user sessions The administrator is able to forcibly end a user s session using the End Session link to the right of their name Clicking this link will result in that user being logged out when they try and perform an operation in the system Warning You should make sure that the user is not actively using the system to prevent any unsaved data being lost 3 3 Forum Settings This section contains all of the settings that affect the customer support forums part of the application 3 3 1 Appearance This page allows an administrator to customize the appearance of the customer support forums so that the standard text that is displayed matches the support policies of the organization It also allows the administrator to customize some of the web page meta data fields that can be used to optimize the support forums for Search Engine Optimization SEO v System Settings Appearance OOO 0 gt General Settings This section allows you to customize the appearance of KronoDesk s forums so that they match your company s information and branding gt A earance l Forums Name MyCompany Support Forums gt E Mail Configuration This is the name that will be displayed in any email notifications sent from the K
71. nee of the ticket can be allowed to execute the transition when the transition occurs For example when a ticket is marked as Assigned the assigned agent should be the only one who s allowed to move it to Waiting on Customer gt A user with a specified role can be allowed to execute the transition when the transition occurs regardless of whether they are the opener or assignee For example a user with role Manager might want the power to close all tickets regardless of assignee status You can set any of these conditions by changing the drop down list and or check boxes and clicking the appropriate lt Save gt button 3 6 3 Edit Workflow Step When you click on the ticket status name link from either of the previous screens you are taken to the workflow step details screen Workflows gt Default Workflow gt Step Assigned lt lt Back to Workflow Steps List Reassign to Support 10 Reopen Ticket 12 Return to Support 13 Return to Support 15 Field Name Last Accessed On Assignee Closed Date Concurrency Date Created Date Summary Deleted Last Updated Name Ticket Note Ticket Standard Fields Assigned 2 gt Hidden gt Request More Information 4 gt Send to Development 5 Mark as Duplicate 6 Not Reproducible 7 Disabled v Ticket Custom Properties
72. nfiguration dialog box with the Virtual Directory tab highlighted Then click on the ASP NET tab if it is listed SpiraTest Properties ASP NET Directory Security When connecting to this resource the content should come from Custom Errors Documents HTTP Headers Virtual Directory A directory located on this computer A share located on another computer Spiral est Properties Documents Custom Errors Virtual Directory HTTP Headers Directory Security ASP NET Aredirection to a URL Local Path Script source access v Read Write Directory browsing Application Settings Application name Spira Test Starting point Execute Permissions Scripts only Application Protection Medium Pooled C Subversion Projects Inflectra Trunk F lt Default We Spira Test Browse V Log visits Index this resource ASP NET version Virtual path Spira Test File location C Subversion Projects Spira Team Trunk Spira Remove Yv File creation date 9 23 2010 1 29 55 PM File last modified 9 23 2010 1 29 55 PM If ASP NET 4 0 is correctly configured you will see the ASP NET tab and it will list the ASP NET version as being 4 0 30319 as illustrated above If you don t see this tab you either don t have ASP NET configured or you have an earlier version of ASP NET v1 1 or v2 0 configured To configure ASP NET 4 0 for an existing
73. nt Legal Notices This publication is provided as is without warranty of any kind either express or implied including but not limited to the implied warranties of merchantability fitness for a particular purpose or non infringement This publication could include technical inaccuracies or typographical errors Changes are periodically added to the information contained herein these changes will be incorporated in new editions of the publication Inflectra Corporation may make improvements and or changes in the product s and or program s and or service s described in this publication at any time The sections in this guide that discuss internet web security are provided as suggestions and guidelines Internet security is constantly evolving field and our suggestions are no substitute for an up to date understanding of the vulnerabilities inherent in deploying internet or web applications and Inflectra cannot be held liable for any losses due to breaches of security compromise of data or other cyber attacks that may result from following our recommendations The section of the manual that describes modifying the Windows System Registry Registry should only be attempted by experienced Windows administrators who are familiar with its organization and contents Inflectra cannot be held liable for any losses due to damage to the system registry made by inexperienced personnel KronoDesk and Inflectra are either tradema
74. og box will display the full error message log and stack trace in a moveable dialog box This information should be provided to Inflectra customer support if you log a help desk ticket 3 1 10 Remove Sample Data This administration link is only available while the system still has sample data in it This administration option will remove all data that was added in at installation with the following guidelines e Users All users between ID 2 and ID 11 will be removed The main Administrator account and any users created after installation will remain e Tickets All tickets created at installation will remain except for the first 28 tickets which were installed e Ticket Statuses Priorities Resolutions and Types All these will be removed unless any are used in tickets that were created after installation e Custom Property All custom property definitions for Tickets will be removed e Attachments All attachments created at installation will be removed e Articles Articles 1 to 28 will be removed e Products All predefined products will be removed unless they are in use by any tickets not removed e Categories Categories 1 through 4 will be removed including all forums and threads contained therein even if they were added after installation This can only be run once and cannot be undone without reinstalling the entire application so please use with caution 3 2 Users This section contains all of the settings re
75. on You have now successfully configured IIS for secure HTTPS data transmission 4 3 Appendix C Sending Email through IIS This section outlines the steps that you need to take to configure your IIS web server to send email notifications from KronoDesk Since email configurations can vary greatly between environments please check with your local IT personnel for the correct settings that should be used This section assumes that you have an SMTP mail server available on your network that is capable of relaying the email from the IIS server First open up the Internet Information Services IIS Manager on your server and expand the Default SMTP Virtual Server node E Internet Information Services 115 Manager Cg Ble aton View Window Help 5 O 8 FAB a gt an Hig Internet Information Services f Sp INFLECTRASYROS local computer E Application Fools H web Sites H Web Service Extensions EE Derat SMTP Virtual Server Right click on the Default SMTP Virtual Server node and click on Properties Then select the Delivery tab on the dialog box that pops up Default SMTP Virtual Server Properties General Access Messages Delivery LDAP Routing Securily Outbound Firat retry interval minutes Second retiy interval minutes Third rety interval minutes Subnequent retry intereal minutes Delay notification Expirahon timeout Now click on
76. on alphanumeric characters that will be required for passwords in the system Choosing more required special characters will make it harder for an unauthorized user to crack a password and gain entry into the system e Password Attempt Time Window Set this to the duration in minutes after which a user s account will be automatically unlocked due to repeated incorrect password attempts e Authentication Expiration This specifies the amount of time in minutes after which a user will be logged out due to inactivity when they login without choosing the Remember Me option e Keep Me Logged in Expiration This specifies the amount of time in minutes after which a user will be logged out due to inactivity if they have chosen to login with the Keep Me Logged In option This should normally be longer than the previous setting 3 1 2 Enabled Sections This section allows you to deactivate and activate different parts of the application for example you might not want to initially make the support forums available to customers Changes take effect immediately and no data is lost You can enable the sections at a later date and still have all of your information from earlier You are still able to adjust settings for a disabled section in Administration but none of the changes will be visible until the section is re enabled Enabled Sections This will allow you to deactivate and activate different parts of the application
77. ork The issue was on the customer s Remove side affected by the network Customer Issue Configuration There was a mis configuration in Remove the application Customer Issue Hardware There was a hardware failure Remove The Ticket Resolutions page defines values allowed for the standard Resolution field Like types and priorities resolutions must have a unique name The description is used internally and should just contain a short summary of the meaning of the resolution To add a new resolution click the Add New Resolution link and fill out the new empty row To remove a resolution click the Remove button to the right of the resolution Note that any tickets assigned to a resolution that is removed will retain their value until the next time a user tries to edit the ticket 3 5 6 Spira Integration When customer support agents work on tickets received from customers they may find that the issue is actually a product defect rather than a customer support matter In which case they can take advantage of the built in integration with SpiraTeam Inflectra s award winning Application Lifecycle Management ALM solution that has a powerful product incident management system KronoDesk has the ability to connect to an instance of SpiraTeam and add new product incidents into the system that are linked to the originating KronoDesk Ticket That allows customer service agents to monitor the status of the associated prod
78. osed This will only happen if a ticket is set to a status that is not open for internal customer service but is open externally for customers The dropdown list contains the status that the ticket will be switched to e Age of Ticket Allowable values 7 365 After the ticket is this number of days old the status will be automatically closed 3 5 3 Ticket Types The Ticket Type page defines values allowed for the standard Type field for tickets Types must have a unique display name which is what the user sees when they view or edit a type gt System Settings Help Desk Settings gt Users These are all the available types defined for tickets To add a new type click the Add link To remove a type remove the name or click the Remove link gt Forum Settings Type ID Display Name gt Knowledge Base Settings TT 1 Sales Remove v Help Desk Settings TT 2 Support Remove Add New Type gt Custom Properties gt Ticket Statuses gt Advanced gt Ticket Types gt Ticket Priorities gt Ticket Resolutions gt Workflows gt Spira Integration To add a new type click the Add New Type link and fill out the new empty row To remove a type click the Remove buiton to the right of the defined type Note that any tickets assigned to a type that is removed will retain their type until the next time a user tries to edit the ticket 3 5 4 Ticket Priorities T
79. ources are maxed out for an application pool IIS 7 starts to recycle these sites causing application variables to be lost for those recycled sites By default KronoDesk installs on these operating systems in its own application pool If you are experiencing application session loss symptoms then we recommend asking your web hosting company to verify that your instance of KronoDesk is running in its own application pool with all recycling options disabled and the recycle worker process set to recycle only once during the day at a set time To make these changes yourself you need to follow these steps Add new application pool for KronoDesk if one does not already exist and make sure it is set to use the NET Framework v4 0 and the Integrated Pipeline H Internet Information Services IIS Manager OF x J3 gt INFLECTRASYRO4 Application Pools wa z Fie view Help oy Applicaton Pools B Add Application Pool d Start Page mae oe Set Application Pool Defaults B INFLECTRASYRO4 INFLECTRA This page lets you view and manage the list of application pools on the server Application pools are associated with alan ok aia ie eae ae eT STARE worker processes contain one or more applications and provide isolation among different applications e Help Application Pate E x H 6 Sites E Add Application Pool Online Help Classic NetworkService Integrated NetworkService Click it and ent
80. owledge a Library Catalog Artic Y Library Catalog Syste Y gt Remove base articles related to the E library catalog system that library catalog tet Library Catalog Technical Contains technical knowledge Library Catalog Artic Y Library Catalog Syste Y gt Remove base articles related to the E library catalog system that book inventory n Book Inventory News Artit Contains news knowledge a Book Inventory Artich Y Book Inventory Syste Y gt Remove base articles related to the E book inventory system that book inventory te Book Inventory Technical Contains technical knowledge Book Inventory Artich Y Book Inventory Syste W gt Remove base articles related to the E book inventory system that gt Add New Category When you first open this page the system will list all the article categories already in the system You can use this page to perform the following operations e Modify an Existing Category to do this you simply need to update the URL Token Display Name Description Parent Category Product and Active flag value for the category and click Save o URL Token This is the URL segment that will be used to create the hyperlink to access this forum category e g http myserver KronoDesk KnowledgeBase url token List aspx Url Tokens have to be un
81. ppears choose the second option to process an existing request This will bring up the following dialog box IS Certificate Wizard Process a Pending Request Process a pending certificate request by retneving the file that contains the certification authority s response Enter the path and file name of the file containing the certification authority s response Path and file name i AEE Now browse to the place on your hard disk where you saved the SSL certificate with extension cer and select the file you saved Click lt Next gt to load the certificate Once the certificate has been loaded all that remains is to tell IIS to require a secure HTTPS connection so that users don t attempt to access the website over the unencrypted HTTP protocol From the IIS properties dialog box click the button marked lt Edit gt under the Secure Communications heading Secure Communications Require secure channel SSL L Require 128 bit encryption Client certificates Ignore client certificates Accept client certificates O Require client certificates L Enable client certificate mapping Client certificates can be mapped to Windows user accounts This allows access control to resources using client certificates L Enable certificate trust list Current CTL Cancel Check the box marked Require secure channel SSL and click the lt OK gt butt
82. r 2012 Express Edition Microsoft SQL Server 2008 Microsoft SQL Server 2008 Express Edition Microsoft SQL Server 2005 Microsoft SQL Server 2005 Express Edition Web Server Internet Information Services IIS 5 1 or higher ASP NET Web Extensions 4 0 or higher Client Requirements Requirement Minimum Specification Web Browser Internet Explorer 7 0 Mozilla Firefox 3 0 Google Chrome Desktop and Android Apple Safari 3 0 Desktop and iOS Opera 9 0 Other Components Java Plug In 1 6 for screenshot capture applet Note that KronoDesk can be loaded onto either Windows Server or Professional editions provided that the IIS web server is installed and that SQL Server is available as a database engine However Windows Vista except Ultimate edition and Windows XP Professional can only support a maximum of 5 concurrent user web sessions In general unless there are only going to be a couple of client machines hitting the server we recommend using a Windows Server OS 2 1 System Prerequisites Assuming that you have already installed the appropriate version of Microsoft Windows onto your computer or that has been pre installed for you you need to then make sure that the various prerequisites have been correctly added to your installation before trying to install KronoDesk The KronoDesk installer will check to ensure that the various prerequisites are in place and will abort the installation if any are missing indicating to you
83. r updating the ticket For example when a ticket is in the Open status you might make the assignee field inactive since the opener shouldn t need to know who will ultimately work on it when it gets to the Assigned status you might make the field enabled and required This allows you to tailor the information gathered to the appropriate place in the workflow To actually make these changes all you need to do is select the appropriate checkboxes in the list of fields and custom properties and click the corresponding lt Save gt button 3 7 Event Notifications This section allows you to customize the email notifications that are sent out by KronoDesk when specific help desk events occur in the system When you first click on the section link the system will display a list of any notification events that already exist Event Notifications Edit your ticket notification event here If saved and active the event will immediately become active sending out notifications for any ticket changes that match No notification events defined Create New Event To create a new event click on the Create New Event hyperlink That will display the page that lets you add or edit help desk notification events Add Ticket Notification Event Name The name of the event For display purposes only Active This Event is Active Product Book Inventory System h The product that this event is active for If a ticket changes product
84. rated list of keywords related to your company and products services 3 3 2 Categories amp Forums This page lets administrators manage the different categories and forums used in the KronoDesk customer support forums The customer forums are divided up into categories and each category has a set of forums Typically the forum categories are associated with a particular product or service although there may be some general categories that are product agnostic v System Settings Categories amp Forums SS gt General Settings gt Appearance gt E Mail Configuration gt Custom Lists gt Product Definitions gt License Details gt Remove Sample Data Id Url Token Display Name Description Product Active Position These are all the available categories defined for the support forums To add a new category click the Add link To remove a category remove the name or click the Remove link To view the list of forums associated with each category click on the View Forums link 1 library catalog Library Catalog Forums gt View Forums 3 These forums provide help and support on the library catalog system that was Library Catalog System v book inventory Book Inventory Forums gt Users vy Forum Settings gt Appearance gt Categories amp Forums gt View Forums 3 These
85. rks or registered trademarks of Inflectra Corporation in the United States of America and other countries Microsoft Windows Explorer and Microsoft Project are registered trademarks of Microsoft Corporation All other trademarks and product names are property of their respective holders Please send comments and questions to Technical Publications Inflectra Corporation 8121 Georgia Ave Suite 504 Silver Spring MD 20910 U S A support inflectra com
86. ronoDesk forums gt Custom Lists Description 1 ee js Font v Size Yy B Z U amp 2 amp 2 Z te t amp ky lt gt Al gt Product Definitions a FOE Te ao gt License Details Welcome to the MyCompany customer forums where you can discuss MyCompany products with others and contribute to the gt Remove Sample Data MyCompany community gt Users vy Forum Settings This is the first paragraph of the description displayed on the forums home page gt Appearance gt Categories amp Forums Description 2 Eon v Size V BZ U 8 amp 8 EE Ta y oo gt Knowledge Base Settings Please note that while MyCompany employees try to maintain a presence on the forums they are not a reliable way to contact MyCompany If you require a timely response from MyCompany on a supported topic please file a help desk request For sales and gt Help Desk Settings licensing questions please email sales mycompany com This is the second paragraph of the description displayed on the forums home page Meta Description Welcome to the MyCompany customer forums where you can discuss MyCompany products with others and contribute to the MyCompany community This will be the description displayed in the web page s header It s used to help with Search Engine Optimization SEO Meta Keywords MyCompany customer forums MyCompany support so
87. ry Y Message Y Event Code 4 Operations E _ 10 30 2013 7 43 AM Application In Inflectra KronoDesk Web Administration Users_EditProfile _LoadAndBindData 0 View Item Messages User 200 does not exist in the system Inflectra KronoDesk Business ArtifactNotExistsException Stack Trace at Inflectra KronoDesk Business UserManager GetUserByld Int64 userid Boolean updateLastActivity Boolean includeSubscriptions Boolean pullAvatar in C Subversion Projects KronoDesk Trunk Business UserManager cs line 108 at Inflectra KronoDesk Web Administration Users_EditProfile LoadAndBindData in E aaa a a 10 30 2013 7 43 AM o Application In Inflectra KronoDesk Business UserManager GetUserByld Messages User 200 does not exist in the system Inflectra KronoDesk Business ArtifactNotExistsException Stack Trace at Inflectra KronoDesk Business UserManager GetUserByld Int64 userld Boolean updateLastActivity Boolean includeSubscriptions Boolean pullAvatar in C Subversion Projects KronoDesk Trunk Business UserManager cs line 93 View Item gt Filter Clear Filter Clear Log Each event entry is displayed along with the date time it occurred the type of event error warning information success audit failure audit category application source code provider data synchronization and the short name To view the full message click on the View Item hyperlink The popup dial
88. s gt Enabled Sections gt Appearance Default Culture Server Default v gt Brandin The culture used to determine which number date formats to use and which language to use gt E Mail Configuration Default Timezone Server Default v gt Custom Lists The timezone used to determine how dates and times are displayed in the system gt Product Definitions gt License Details Attachments Folder C Subversion Projects KronoDesk Trunk Web Attachments gt Event Lo The folder used to store file attachments e g C Program Files SpiraTeam Attachments gt Remove Sample Data Application Base Url http localhost KronoDesk The URL used to access this instance of KronoDesk e g https mycompany kronodesk net z H gt Forum Settings Require SSL O Should the system require a secure connection when accessing the Account profile pages gt Knowledge Base Settings Default Role F 7 gt Help Desk Settings The default role assigned to a new user when he she registers for an account Maximum Invalid Password Attempts 5 The number of times a user can enter an incorrect password before their account gets locked out Minimum Required Password Length 6 The minimum length of a user s chosen password Minimum Required Special Characters 0 The minimum number of non alphanumeric characters required in a user s password Password Attempt Time Window moo minu
89. s This is useful if you already have the database installed on another server Custom Installation Allows users to choose which program features will be installed and where they will be installed Recommended for advanced Users ia By default the installer will install all of the KronoDesk features onto the target system so we recommend choosing Complete Installation which will both install the complete system application and database For advanced users who want to change the folder to which the system is installed by default itis C Program Files KronoDesk change the name of the database created by default it will be KronoDesk or to prevent the installation of the optional web services data integration modules you can choose the Custom Installation option which allows you to change those settings prior to installation The Application Only installation is useful when you need to move the application to a different server but want to leave the database installed on the same server In this case you can use the Application Only installation on the new server and once the installation is completed change the name of the database pointed to in the Web Config file to the existing database server This manual assumes that the Complete Installation option is chosen in which case the following screen is displayed fig KronoDesk a Select A Virtual Directory Select the web sit
90. seung steur S SeURL SiteName S SiteName Company Name S CompanyName Copyright Year CopyrightVear Contact Phone S ContactPhone Contact Email S ContactEmai UsefulLink 1 S Usefulinkt Useful Link 2 S Usefullink2 UsefulLink 3 S UsefulLink3 Clicking the token string will automatically insert it into the text editor for the template or they can be manually typed in Not all tokens work for all template types any unknown templates will not be translated and will be sent in the recipients email Most tokens can be put in the subject line as well but beware of putting some tokens in as it can make emails unreadable if the subject line is too long 3 1 6 Custom Lists Custom Lists at this time are used in Custom Property definitions The main custom property list screen is as follows List Name CL 1 eratin 8 amp 8 Edt Values Remove CL 2 a Edit Values Remove i a Add List The table shows all defined custom lists and their information The Custom List ID the name of the list how many selectable options it has and then actions you can perform on the list Edit the Values Remove delete the list or add a new list Lists must have a unique name When creating or editing a list the following screen is displayed Custom List Values lt lt Back To Custom Lists List Name List Description List of web browsers a a e ee a The list name and description ar
91. specific category and can only contain alphanumeric characters and hyphens o Display Name This is the name of the forum that will be displayed in the forum details page o Description This is the long description of the forum that will be displayed in the forum details page o Active This should be checked if you want the forum to be visible within the application Old forum that are no longer in use should be made inactive o Position This should be used to specify the order of the forums in the category e Create a New Forum to this you simply need to click on the Add Forum hyperlink in the bottom row and then enter the new forum information and click Save e Delete an Existing Forum to do this simply click on the Remove hyperlink next to the forum You will be asked to confirm the deletion after which the forum will be deleted from the system Note If you delete a forum the system will delete all the threads and message contained within that forum 3 4 Knowledge Base Settings This section contains all of the settings that affect the online knowledge base part of the application 3 4 1 Article Categories This page lets administrators manage the different article categories used in the KronoDesk online knowledge base Each article in the knowledge base is assigned to one or more article category which is used to make finding information easier Typically the article categories are associ
92. ss and edit the authentication methods for this resource SE IF address and domain name restrictions Grant or deny acces See TESOUIC IF addresses or in alae onmalr Secure communications Require secure communications and enable client certificates when this resource is accessed Now click the button marked Server Certificate click lt Next gt and choose the option marked Create a new certificate and click lt Next gt You can then choose to either prepare the certificate request and sent it later or to send the certificate request immediately to an online CA If you are using a third party CA and are connected to the Internet choose the second option otherwise choose the first option IIS Certificate Wizard Name and Security Settings Your new certificate must have a name and a specific bit length Type a name for the new certificate The name should be easy for you to refer to and remember Name Spira Test Installation Development Server The bit length of the encryption key determines the certificate s encryption strength The greater the bit length the stronger the securnty However a greater bit length may decrease perfomance Bit length L Server Gated Cryptography SGC certificate for export versions only Select cryptographic service provider CSP for this certificate Cancel Enter the name for the certificate typically this will contain the name of the organization purpose o
93. sters for an account Maximum Invalid Password Attempts The number of times a user can enter an incorrect password before their account gets locked out Minimum Required Password Length The minimum length of a user s chosen password Minimum Required Special Characters The minimum number of non alphanumeric characters required in a user s password Password Attempt Time Window 10 __ minutes The time after which a user s account gets automatically unlocked Authentication Expiration 30 minutes This specifies the amount of time in minutes after which a user will be logged out due to inactivity Keep Me Logged in Expiration 20160 minutes This specifies the amount of time in minutes after which a user will be logged out due to inactivity if they have chosen to login with the Keep Me Logged in option gt Cancel Save This page lets you specify the following values e Default Culture KronoDesk can display information in a variety of different languages assuming that the appropriate language packs have been installed and number formats By default KronoDesk will use the regional settings language and number formats of the operating system it has been installed on However you can override this default by choosing the appropriate culture from the list of options displayed in the drop down list Note The list of culture options does not reflect the available language packs so in some cases the settin
94. tes The time after which a users account gets automatically unlocked Authentication Expiration 30 minutes This specifies the amount of time in minutes after which a user will be logged out due to inactivity Keep Me Logged In Expiration 20160 minutes This specifies the amount of time in minutes after which a user will be logged out due to inactivity if they have chosen to login with the Keep Me Logged in option Cancel Save The page displays a list of the various administration settings pages categorized by the part of the application they relate to You can expand and collapse the administration group by clicking on the green header bar By default the administration home page will display the System Settings gt General Settings page described in section 3 1 1 below Each of the other administration settings pages is described separately below 3 1 System Settings This section contains all of the application wide settings that affect the entire system rather than a specific module The only exception is that the settings related to authentication and user management are in their own separate group User Settings 3 1 1 General Settings The General Settings page is used to set the general application wide settings that affect the overall application and are used to ensure that the application matches your environment In the current version you can specify the default language spec
95. th are set to overwrite events as needed If they are not set to overwrite as needed change the setting then manually clear both logs If the resolutions above were not able to resolve the issue please send an email to support inflectra com and include the error message from both the web page and the Windows Event Logs 4 1 1 Missing MSDTC Issue There is one common error that has been found with installations where Microsoft SQL Server was installed after IIS was installed This typically affects only Windows XP Professional but could occur in other situations What happens is that the SQL Server installation inadvertently removes the Microsoft Distributed Transaction Coordinator MSDTC service from the system during the installation To determine if this is indeed the cause of the observed error you need to click on Start gt Settings gt Control Panel gt Administrative Tools gt Component Services Component Services Eile Action View Window Help amp a m 2 Console Root B a4 Component Services i fa Computers g My Computer B oe Applications Components Legacy i B COM Explorer Components i ie COM QC Dead Letter Queue Listener B p COM Utilities _ 9 IS In Process Applications i IIS Out Of Process Pooled Applications _ E IIS Utilities i ie B System Application H DCOM Config i Distributed Transaction Coordinator Once the window has opened
96. the error message and copy the text of the message into a text editor e g Notepad Before contacting Inflectra customer support with the specific error message here are a couple of common causes for the above errors together with the appropriate resolutions gt The ASP NET process account has been disabled Go to Start gt Control Panel gt Administrative Tools gt Computer Management and launch the Windows computer management console Expand Local Users and Groups gt Users and then double click on the ASPNET account Make sure that the ASPNET user is not disabled If you are using Windows 2003 or 2008 Server the ASPNET user is set per application pool and typically is set to the built in NETWORKSERVICE account so this won t apply gt The ASP NET process account does not have sufficient permissions Right click on the C WINDOWS Microsoft NET Framework v4 0 30319 folder and any other versions of NET that are listed and make sure that the ASPNET NETWORKSERVICE and LOCALSERVICE accounts are all listed with Full Control If that doesn t fit the issue and you are using Windows 2003 or 2008 Server open up the IIS manager and right click on the Application Pool that KronoDesk is running under and make sure that the identity listed has Full Control permissions on the same folders gt The Windows Event Log is full Open up the Application and System event logs right click on the log name and choose Properties Make sure that bo
97. tion displayed on the customer home page If you prefer the phone MyCompany s support specialists are ready to assist you with your issue 1 800 555 1212 toll free or 1 212 555 1212 outside US This is the last paragraph of the description displayed on the customer home page Hyperlinks Useful Link 1 Link 1 http www mycompany com link1 Enter the name and URL of a useful hyperlink that you want to display in KronoDesk in the useful links section of the home page Useful Link 2 Link 2 http www mycompany com link2 Enter the name and URL of a useful hyperlink that you want to display in KronoDesk in the useful links section of the home page Useful Link 3 Link 3 http Awww mycompany com link3 Enter the name and URL of a useful hyperlink that you want to display in KronoDesk in the useful links section of the home page Footer Link 1 Help Desk Ticket List aspx Enter the name and URL of a hyperlink that you want to display in the footer of all KronoDesk screens Footer Link 2 Legal Notices _ http www mycompany com legalnotices Enter the name and URL of a hyperlink that you want to display in the footer of all KronoDesk screens Footer Link 3 Privacy Policy http www mycompany com privacypolicy Enter the name and URL of a hyperlink that you want to display in the footer of all KronoDesk screens gt Cancel Save This page lets you specify the following values
98. tton and you will be returned to the Custom Property list Important When changing a custom property s type or removing a custom property the data is not actually removed from the ticket Therefore if you change a custom property of a date into a text the field will display the old date value until it is changed by the user 3 5 2 Ticket Statuses Ticket statuses can be edited using the grid that displays all defined statuses Help Desk Settings Below are statuses that are defined in the system for tickets Statuses that are marked as Open indicate the ticket is still being worked on or resolved The default status is the first status a ticket will be upon opening Status ID Display Name Closed for Internal Closed for External Default TS 2 Assigned a O Remove TS 5 Closed Remove TS 6 Duplicate Remove TS 7 Non Issue O Remove TS 1 Open Remove TS 3 Waiting on Customer Remove TS 4 Waiting on Development Remove Add New Status All statuses must have a display name which is viewed by the user editing or viewing the ticket The other fields are e Closed for Internal Whether this status is considered as inactive for internal users employees support agents etc For example the sample status Waiting on Customer would be considered Closed for Internal because customer support ag
99. uct incidents and inform customers when the appropriate patches or fixes are available to correct the problem This screen allows the administrator to setup the connection between SpiralTeam and KronoDesk Spira Integration This page lets you configure the integration with Spira so that you can create Spira incidents from KronoDesk tickets and view the list of associated incidents with each ticket Spira URL http Mocalhost Spira The URL to your instance of SpiraTest SpiraPlan or SpiraTeam e g hittp imyserver SpiraTest or https mycompany spiraservice net A valid login for your Spira instance A valid RSS Token used to access your instance of Spira Each Spira user has an RSS token configured in his her profile Cancel e Save You should enter the URL that your users use to access their instance of SpiraTest SpiraPlan or SpiraTeam including the HTTP or HTTPS prefix together with the SpiraTeam login and RSS Token for a valid SpiraTeam user The login and associated RSS Token is used to verify the connection Once you have entered the information you should click the Test button to verify that the URL is accessible If there are connectivity issues and error will be displayed otherwise a green confirmation message will appear Once the connection information has been successfully verified you need to click the Save button to save the connection settings in the system 3 6 Workflows This section displays a l
100. ult Workflow Transition Mark as Duplicate lt lt Back to Workflow Steps List Assigned 2 gt Mark as Duplicate 6 gt Duplicate 6 Conditions The following users roles are allowed to execute this transition Condition Type Type m Condition Data _ The opener of the Ticket can execute No The assignee of the Ticket can execute Users with the specified roles can execute Administrator Customer Employee Manager User The top part of the screen is the workflow browser which illustrates how the transition relates to the workflow as a whole It displays the current transition in the middle with the originating and destination steps listed to either side Clicking on either ticket status name will take you to the appropriate workflow step details page This allows you to click through the whole workflow from start to finish without having to return to the workflow details page Each transition has a series of conditions which need to be satisfied for a user to actually execute the transition i e move the ticket from the originating status to the destination status The conditions allow you to set three types of user role gt The opener of the ticket can be allowed to execute the transition when the transition occurs For example when a ticket is marked as Waiting on Customer the opener should be the only one who s allowed to move it to Closed The assig
101. y sign up for an account and sending the admin a copy of the welcome message when new users sign up 3 1 5 2 SMTP Server This page allows for setting up KronoDesk to communicate with your SMTP Server The fields available and their usage are Mail Configuration Email Configuration Mail Templates Allow Outgoing Emails Yes y If disabled no email messages will be sent out from the system to users administrator mycompany com Display Name si All emails sent will be from this email address and display name Reply To Email Address o Display Name All emails sent will have the Reply To header This will not affect application handling of incoming emails Allow HTML Emails Yes v This sets whether users are allowed to opt in to receive HTML Formatted Emails Force Email Control Yes x From Email Address Enabling this will prevent users from receiving announcement emails from the system Use IIS Mail Server Settings If enabled the application will use the built in IIS settings for the SMTP server Port The SMTP server address and port number for the system to send outgoing emails SMTP Server Hostname Use SSL Connection The SMTP server address and port number for the system to send outgoing emails SMTP Server UserID Usemame to use to authenticate with the SMTP server SMTP Server Password Password to us to authenticate with the SMTP server e Allow Outgoing Emails If set to
102. ypted connection to maximize performance but want to require a secure connection for the login pages where a user will have to enter a password Using this option requires that you have a Secure Sockets Layer SSL certificate installed on your web server e Default Role When a new user registers to access your instance of KronoDesk you have an option of assigning them a default role in the system By default the system will assign all users to the basic User role This role is allowed to read knowledge base articles read forum posts post new forum messages and reply to existing forum messages However this role is not allowed to submit help desk tickets If you want all your users to be able to send help desk tickets without first requiring an administrator to approve them you should switch the default role to Customer This will allow all new users to automatically submit help desk tickets by default e Maximum Invalid Password Attempts Set this to the number of times a user can enter an incorrect password before their account is temporarily locked out This is important in preventing brute force password hacking attempts e Minimum Required Password Length Set this to the minimum length of passwords in the system Choosing a longer password will make it harder for an unauthorized user to crack a password and gain entry into the system e Minimum Required Special Characters Set this to the minimum number of n

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