Setup Issues

Open discussion about the Asset Navigator Web HelpDesk

Setup Issues

Postby bbinge on Wed Oct 29, 2003 3:54 pm

Setting up the user help desk:

It is set up on the same machine with IIS and the database. Following the instructions in the readme.htm I set up everything (it took a few tries -- doesn't like the UNC path in the global.asa database; even though the help file says with Windows authentication the Impersonation should be set to off (error comes back and says combination of Windows authentication and Impersonation off is invalid setting)) but now I am at the point where the error I get when I go to http://[MyServer]/helpdesk is "Error: The server is not operational" Any ideas?

Here is the global.asa file from helpdesk directory:


*****************************************************************************
// Web Help Desk for Asset Navigator
//
// Copyright (c) 2002-2003 Alloy Software Inc.
// All Right Reserved
//
// The entire contents of this file is protected by U.S. and
// International Copyright Laws. Unauthorized reproduction,
// reverse-engineering, and distribution of all or any portion of
// the code contained in this file is strictly prohibited and may
// result in severe civil and criminal penalties and will be
// prosecuted to the maximum extent possible under the law.
//
// RESTRICTIONS
//
// The source code contained within this file and all related
// files or any portion of its contents shall at no time be
// copied, transferred, sold, distributed, or otherwise made
// available to other individuals without express written consent
// and permission from Alloy Software Inc.
//
//*****************************************************************************

SCRIPT LANGUAGE="VBScript" RUNAT="Server"
Sub Session_OnStart
'---------------------------------------------
' Impersonation type valid value "Off", "Basic"
'---------------------------------------------
Session("Impersonation")=UCase("Basic")

'---------------------------------------------
' Authentication type valid value "Standard"
'---------------------------------------------
Session("Authentication")=UCase("Windows")

'---------------------------------------------
' Authorization user for WEB only
'---------------------------------------------
Session("DBLogin")="admin"
Session("DBPassword")="********"

'---------------------------------------------
' Predefined E-Mail
'---------------------------------------------
' Session("SendRegistrationTo")="helprequest@[myserver].com"

'---------------------------------------------
' ACCESS Parameters
'---------------------------------------------
Session("DataBase")="g:dbGPLR.mdb"

'---------------------------------------------
' Mail Setting
'---------------------------------------------
Session("SMTPHost")="mail.[myserver].com"
Session("SMTPPort")=25

'---------------------------------------------
' Page Size
'---------------------------------------------
Session("PageSize")=4

Session("ShowAllTickets")=false
Session("USADateFormat")=true
Session("ShowDueDate")=true

'---------------------------------------------
' Location of optional files
'---------------------------------------------
Session("TmplDir")="template"
Session("ImageDir")="Images"

'---------------------------------------------
' Logo setting
'---------------------------------------------
Session("Logo.Img")="alloy.png"
Session("Logo.URL")="http://www.alloy-software.com"

'---------------------------------------------
' Color of statuses
'---------------------------------------------
Session("ColorStatus")=true ' True - use status color
Session("Unassigned.Color")="#FFC4C4"
Session("Assigned.Color")="#DDF4FF"
Session("Closed.Color")="FFFFD7"
Session("Resolved.Color")="CCF2DB"

'-------------------------------------------------
' Please don't edit these variables
'-------------------------------------------------
Session("PageNo")=1
Session("SortColumn")="Ticket"
Session("LoginRedirect")="default.asp"

end sub

Sub Session_OnEnd
end sub
bbinge
Junior
 
Posts: 3
Joined: Wed Oct 29, 2003 10:42 am

Postby mhull on Wed Oct 29, 2003 4:21 pm

You need to set impersonation to Off if using Windows authentication. If you get an error message complaining about this configuration, it probably means that the web interface is not fully installed. Open a command prompt, cd to the bin folder under your tech web interface installation, and run

regsvr32 an4hdt.dll

then cd to the bin folder under user's web interface and run:

resvr32 an4hdu.dll

Then reboot the IIS server and try to log in again.
mhull
 

file missing

Postby bbinge on Wed Oct 29, 2003 5:20 pm

Nowhere do I have the an4hdt.dll on the web server. The an4hdu.dll is present and I registered that on the user's work station, but nothing changed, I still get Server not operational error message.

Also when I change the global.asa file back to Impersonation: off and Authentication: Windows, I get the following message:

Error: Configuration Error.
Please check the global.asa file - This combination Impersonation as 'OFF' and Authentication as 'WINDOWS' is not valid.
bbinge
Junior
 
Posts: 3
Joined: Wed Oct 29, 2003 10:42 am

Postby mhull on Wed Oct 29, 2003 5:46 pm

an4dht.dll will only be present if you have installed the tech helpdesk web interface.

I'm confused by your previous post... you said you registered an4hdu.dll 'on the user's workstation.' Does user's workstation = IIS server? If so, this is fine. If not, an4hdu.dll needs to be registered on whatever machine it is installed on.
mhull
 

Postby bbinge on Wed Oct 29, 2003 5:51 pm

Sorry, for testing purposes I am testing as a user on the same server that I have IIS installed on. It's all in one place for now. Also, I have only the web users interface installed. So I guess that would mean only the an4hdu.dll exists anyhow.
bbinge
Junior
 
Posts: 3
Joined: Wed Oct 29, 2003 10:42 am


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