Resource Dynamics, Inc.

Tele-Support HelpDesk Hot Tips

Upgrading from HelpDesk 3.x to 4.0

This upgrade requires a permanent 4.0 activation code.  Please contact our office for your activation code.  If your account is NOT eligable for a permanent acitvation code, we will provide you with cost to upgrade.

ACCESS database USERS:

Download the attached zip file.  Unzip and save the folder with three files into your existing 3.x \server\patch.  Then run ONLY the ( Fix3x.bat ) file.  Please have exclusive access when running to ensure all tables are updated.

Download and install the full installer for version 4.0 (full evaluation).  You will need your permanent activation code to install files.  Recommend to install in the default locations (do not install in the existing 3.x folders).  Once installed, please remember to 'SHARE' the HelpDesk4 directory.  All HelpDesk Users need full control.

Once the server install is complete, verify the HDConfig4.UDL, which should be connecting to the existing HelpDesk3.mdb database (this will move automaitcally when you complete the database conversion later).

MAKE SAFE COPY OF YOUR EXISTING 3.x DATABASE

On your server (physically), run the TSHD4_Activate.exe and enter your permanent activation code one final time.

Once activated, you need to go into HDConfg4.exe (configuration folder) and edit your Users.  Depending on what version 3 you are upgrading from, there is additional features that effect USERS.  Most important is where the user is 'inactive'.  When you go into the Users/Departments, check the box to 'display inactive users'.  You may need to change their status to active.  This is done by selecting the User, click the Edit option. Then check the box, Make This User Active.

While in the USERS section, there are a lot more 'security rights'.  Please verify the security rights you want to give these users.  The original rights should be in place.  For a full list of Rights, please go to your Admin Guide (located in the \documents folder).

Once all your Users are updated, next you will install a 4.0 client onto each desktop.  Please remember to install as an ADMIN user and once installed run HelpDesk at least one time as an ADMIN user.

Last step, make a safe backup of your HelpDesk3.mdb again (with all the above settings), then on the computer you installed version 4.0, will be a desktop icon, HDTools4.exe.  This is a quick access window to various areas of HelpDesk.  The last item

IF you have a 3.x SQL database version of HelpDesk, please call us for alternate patch program.

Patch 3x