Resource Dynamics, Inc.

Tele-Support HelpDesk Hot Tips

Tech Tip:

Moving HelpDesk to a new server.

Please note, there is a service fee of $95 to rehost / relicense Tele-Support HelpDesk.  This fee is waived if you have a current Super Bundle (maintenance contract).

Version 2.2 & 3.0  - call for details (effective October 1, 2007 we will no longer provide licensing for version 2.2 & effective October 1,2008 we will no longer provide licensing for version 3.0)

First thing you NEED to do is Contact Support@Resource-Dynamics.com that you are moving your HelpDesk.  Include your Serial Number and contact information.  Do NOT uninstall the original server until we complete the deactivation to the original server.  Doing so, will delay or stop the process of obtaining a new license.  Instructions on how to deactivate will be provided once we have your request.

In the mean time, after you notified Resource Dynamics and they have confirmed a deactivation can be processed, you can go ahead and download the full installer for your applicable version from the update site (www.resource-dynamics.com Support/Updates).  Install onto your new server.  Copy your HelpDesk3 database to the new server.  Then you need to uninstall and reinstall each client workstation so it connects to the new server.  In some cases, you need to verify the client workstatioins Registry Key and UDL connection. 

To check registry key, start - run - regedit - LocalMachine - Software -Resource Dynamics - highlight HelpDesk3, (right side) locate the ServerDir, the data value must be UNC format \\myservername\myshareddirectory\server. 

To check the client UDL connection, open the HelpDesk 3.2.1 client directory, locate the TSHD321.udl, right click and open, verifty the connection path is UNC format to the HelpDesk3 database \\myservername\myshareddirectory\server\helpdesk3

Once the clients are connecting to the new server you will have 10 days to complete the deactivation of the original server.  During this time, you will be connecting in the demo mode.

Once the original server is deacitvated, we will provide final instructions on how to activate the new server.