Installing the IIS Help Desk Interface Add-on

The Mouse Tracks IIS Help Desk Interface Add-on extends the Mouse Tracks Help Desk functionality to your Intranet. This interface allows users to access a personal help desk page where they can submit request, lookup request, and obtain self-help through a searchable Knowledge Base. Technicians can view, update and close work orders through the web interface.

The IIS Help Desk Add-On is included with the Mouse Tracks Enterprise Edition and is optional with the Standard Edition. See Comparing Mouse Tracks Editions for further information.

Installation Instructions

1.  Download the latest help desk web interface Add-On for the version of Mouse Tracks that your are running from http://www.gritware.com.

2.  Run the Downloaded EXE file on your IIS Server (Version 4.0 or higher).

3.  Follow the installation wizard instructions. When choosing a folder for the files, make sure you select a folder underneath the webroot folder (e.g., c:\inetpub\wwwroot\webtracks5).

4.  Edit the mt_init.inc file in the base installation folder using notepad.exe and configure the database connection string. See the following examples.

Microsoft Access Database Example

Const sConnString = "DRIVER={Microsoft Access Driver (*.mdb)};DBQ=E:\MtrackBE.MDB"

• DRIVER -- No change needed
• DBQ -- the local file path to the MTrackBE.mdb file

SQL Server Example

Const sConnString = "DRIVER={SQL Server};Server=mickey-xp;Database=mt;UID=sa;PWD="

• DRIVER -- No change needed
• Server -- The IP Address, or Computer Name of your SQL Server
• Database -- This is the name of the SQL Server database
• UID -- SQL Server Logon ID
• PWD -- Password for SQL Server Logon ID

DSN Example (requires configuration through the control panel's ODBC applet)

• Const sConnString = "DSN=MouseTracks'

5. Set correct permissions for the IUSR_MACHINE IIS account (Access Databases Only)

Give the Internet Guest account (e.g., IUSR_MACHINE) Read/Write permissions on the database file (MTrackBE.mdb). The IUSR_MACHINE account must also have read/write access to the directory where the mtrackbe.mdb file resides. To make the appropriate changes, use the Security tab in Explorer to adjust the properties for this file/directory so that the Internet Guest account has the correct permissions.

6. Setup the IIS Help Desk Interface preferences.

From Mouse Tracks choose the menu item Tools--Configure Mouse Tracks and then switch to the 'IIS Help Desk Interface' tab. For further information on this step see Configuring Mouse Tracks.

7. Create a link from your Intranet page

Link Example - <a href="http://yourIISserver/webtracks5/mt_helpdesk.asp">Logon to Help Desk</a>

8. Open the link to mt_helpdesk.asp with your web browser and logon (the same logon ID's from the Mouse Tracks Client are used)

Trouble Shooting

• View the readme.txt file located in the webtracks5 folder for the latest release & troubleshooting information
• Make sure you're running IIS server version 4 or higher.
• Most problems encountered while setting up the IIS interface stem from incorrect permissions given to the IUSR_MACHINE Account. This is a local account added by the installation of IIS on the server. This account will NOT have access to the MTrackBE.mdb file across a network drive. To keeps the installation simple, host the MTrackBE.mdb file on your IIS server. If this is not an option, you will need to create a local IUSR_MACHINE account on the server that hosts the database file. This account must have the same password as the IUSR_MACHINE account on your web server.

Specific error message support article links

• PRB: ASP Error 80004005 "Data Source Name Not Found" (Q306345) http://support.microsoft.com/default.aspx?scid=kb;en-us;Q306345
• PRB: Error Message: 0x80004005: General Error Unable to Open Registry Key (Q295297) http://support.microsoft.com/default.aspx?scid=kb;en-us;Q295297
• INFO: Troubleshooting Guide for 80004005 Errors in Active Server Pages and Microsoft Data Access Components (Q306518) http://support.microsoft.com/default.aspx?scid=kb;en-us;Q306518
• Error 80004005 "The Microsoft Jet Database Engine Cannot Open the File '(Unknown)'" http://support.microsoft.com/default.aspx?scid=kb;en-us;Q306269
• The Microsoft Jet database engine cannot open the file '(unknown)'. It is already opened exclusively by another user, or you need permission to view its data. http://support.microsoft.com/default.aspx?scid=kb;en-us;Q253604
• If you are running IIS version 4.0 on Windows NT (not supported by Gritware), you may need to install the Jet 4.0 database drivers. http://www.microsoft.com/data/download_Jet4SP3.htm
• ASP/ODBC/SQL Server Error 0x80040E4D "Login Failed for User '(Null)'" http://support.microsoft.com/default.aspx?scid=kb;en-us;Q307002
• INF: Authentication Methods for Connections to SQL Server in Active Server Pages http://support.microsoft.com/default.aspx?scid=kb;en-us;Q247931
• XIMS: Minimum NTFS Permissions Required to Use CDONTS http://support.microsoft.com/default.aspx?scid=kb;en-us;Q260985
• GRITWARE Support Page http:://www.gritware.com/support.asp
• GRITWARE Forum Support http://support.gritware.com/mb/gritware

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