Resource Dynamics, Inc.

Tele-Support HelpDesk Hot Tips

Tech Tip:

What you need to know about HelpDesk backups and the disaster recovery process?

For purposes of disaster recovery and backups, the primary file(s) that need to be backed up is the database. In the case of an Access installation (default), this is the HelpDesk mdb file located in the main \Server directory. In a SQL installation, the HelpDesk mdf file on the SQL server would need to be backed up. The database file contains all of HelpDesk's data and settings and is the one piece that cannot be reproduced if lost.

In the case of a disaster, the recovery process is as follows:

1) Download the full evaluation demo from our website and install it to the recovery server.

2) Copy the HelpDesk3 database into the new server location (either in the \..\HelpDesk3\Server directory in the case of Access or by importing the HelpDesk3.mdf file in the SQL Enterprise Manager in a SQL installation).

3) If using SQL, be sure to change all UDL files located in the \HelpDesk3\Server directory to point to the appropriate SQL server. The most important of these is the HDConfig31.udl, located in the \..\HelpDesk3\Server\Configuration directory.

4) Re-run he client installer against all of your client workstations.

5) Contact us for the deactivation and re-licensing process. You will be able to run for 15 days in a demo mode to allow time for this process to occur.