Resource Dynamics, Inc.

Tele-Support HelpDesk Hot Tips

Tech Tip:

To convert existing HelpDesk Inquiry Data created in ACT 5 or 6 to be compatible to ACT! .net versions?

When upgrading to ACT! 2005/2006/2007/2008/2009 from older versions of ACT! and when you are using Tele-Support HelpDesk, there are certain procedures that must be performed to make sure that the two applications continue to run together and remain in synchronization.

In the prior version of ACT!, there was a unique ID field in ACT! that was retained in each HelpDesk record to link the two systems together. The conversion to ACT! 2005/2006/2007/2008/2009 changes this unique ID from 24 to 36 characters and does not retain the old value. In order to rebuild this link, we need save the old unique ID and use it in a special HelpDesk ACT 6 to ACT 200X procedure. Here are the steps to be performed.

In ACT!

From within ACT! (versions 5 or 6), add a user defined field, of length 24 characters, called "saved_id".

Step 1 ) Just prior to your converting ACT! 6.0 to ACT! 2005/2006/2007/2008/2009, please run the following program, RDIACT627.EXE. You may run this program from any folder. It will ask you to locate your ACT! 6 database. When it runs, it will take the unique 24 character unique ID and save it in the field you created. That field will be in your new ACT! database and we will use it to rebuild links.

Download the RDIACT627.EXE from http://www.resource-dynamics.com/actupgrade/

This can be saved to the desk top. Once the file is downloaded please run and it will prompt you to connect to your ACT! database, This will require an Valid ACT! user name and password.

In HelpDesk

After converting the ACT! database into your new ACT! installation, you are ready to configure HelpDesk to work with the new converted ACT! database.

Run hdConfig32.exe. Choose contact manager setup. Choose the new ACT! version and proceed to test database connection.

Go through and RE-MAP all customized fields in HelpDesk which point to ACT! fields. This is required since these field names have changed. These include user-defined fields, center panel fields, contract tracking fields, and any other places required.

Close hdConfig32..exe

Now load the main HelpDesk application. Test your connection to the ACT! 2005/2006/2007 database from within HelpDesk by creating a new inquiry (as a test). If you can find inquiries on the "New Inquiry Search", you are in good shape. Note: Test only new entries. If you try to open any inquiries that already existed, they will not open without 'complaint' as they can no longer connect to ACT! and cannot display the data from 'previous' inquiries. However, that is what we are about to change in the next step.

Exit HelpDesk

Step 2) Now we are going to update the unique ID in HelpDesk with the correct values using the ones saved in earlier steps in ACT!

Step 3) Get all users out of HelpDesk

Step 4) In ACT 200X, click on "Tools" -> "Database Maintenance" and click on "check and repair database." Ensure that both repair options (repair and reindex) are both checked and then start the repair process. This may take some time, depending on how large your ACT database is. After the repair is fully completed, proceed to step 5.

Step 5) Download the file CvtActDn.exe from the following location: http://www.helpdesksupportline.com/support/hd32/cvtactdn.exe

Save in your ACT! directory.  Log all Users our of ACT!, then run this application and proceed through the steps described in the program. It should detect the existence of the "saved_id" field in your new ACT! 200X database and automatically convert the old contact ID fields in HelpDesk to the new contact ID values.

*you will be prompted to logon to the HelpDesk database, if you receive a logon failed, this could be caused the the password for the ACT! user associated with the HelpDesk logon.  In ACT!, create a new HDAdmin with no password (you can delete this user once the conversion is done), go into configuration of HelpDesk, Users/Departments, select the HelpDesk User, edit user and change the contact manager logon to HDAdmin and test connection.

Step 6) When you are finished, you should be able to open ALL inquiries, even ones that existed prior to the conversion.

*Remember, you MUST have ACT! client installed locally for each workstation that has HelpDesk installed and you must have the required .NET 1.1 framework installed locally for each workstation.

Special Note: This process fixes and re-links the MAIN unique link between HelpDesk and the ACT! 2005/2006/2007/2008/2009 contact record. What it does NOT do is repair the link between HelpDesk and the Notes/History record. The result of this is that if you are using this feature of HelpDesk, and open an inquiry that had a previous Notes/History, it will not find the original one and will create a second Notes/History entry.

Applicable for HelpDesk 3.2 ONLY.

User AS IS.  This process no longer supported

Version 4.0 +, includes a new feature, RELINK.  Once enabled, allows you to relink existing inquiries that have a broken contact_id link