Ensure that the target computer meets all of the System Requirements before starting the installation. If Microsoft SQL Server is not already installed then install it using one of the following guides:

How to setup Microsoft SQL Server 2000 (including MSDE 2000) for use with Ferrysoft Help Desk

How to setup Microsoft SQL Server 2005 for use with Ferrysoft Help Desk

The installation and setup instructions assume that the .msi file available on the Downloads page has been downloaded to the target server.

This page explains the procedure to install and start using Ferrysoft Help Desk in the following sections:

• Installation of Ferrysoft Help Desk
• Setup the web site to use ASP.NET version 2.0.50727 using IIS Manager
• Setup the web site to have anonymous access enabled using IIS Manager
• Setup Ferrysoft Help Desk using Ferrysoft Help Desk Administrator
• Use a web browser to login to Ferrysoft Help Desk

Follow the steps below to perform the installation and setup of Ferrysoft Help Desk. The procedure assumes that you are logged into the target server as Administrator or that you are using a Windows username with administrator privileges.

Double click the downloaded Ferrysoft Help Desk .msi file.

1. Welcome window

The image below shows the Welcome window.

Click Next to continue.

2. License Agreement window

The image below shows the License Agreement window.

Read the license agreement and tick the check box. Click Next to continue.

3. Select Installation Folder window

The image below shows the Select Installation Folder window.

This window allows you to specify the folder that will contain the Ferrysoft Help Desk program files.

It is recommended that the default folder of C:\Program Files\Ferrysoft Help Desk\ is selected.

Click Next to continue.

4. Confirm Installation window

The image below shows the Confirm Installation window.

Click Install to continue.

5. Installation Complete window

The image below shows the Installation Complete window.

Click Finish to end the program.

Ferrysoft Help Desk must run within Internet Information Services (IIS) using ASP.NET version 2.0.50727. Use the Internet Information Services (IIS) Manager to ensure that the Ferrysoft Help Desk web site is set to the correct ASP.NET version as follows:

1. From the Start Menu, choose Control Panel, choose Administrative Tools and then click Internet Information Services (IIS) Manager.
2. Expand the web sites to point to the FerrysoftHelpDesk web site.
3. From the Action menu, click Properties.
4. Click the ASP.NET tab.
5. If the ASP.NET version is not set to 2.0.50727 then change it to 2.0.50727 and click OK.

The image below shows the Properties window ASP.NET tab.

Ferrysoft Help Desk must have anonymous access enabled for its web site. Use the Internet Information Services (IIS) Manager to ensure that the Ferrysoft Help Desk web site has anonymous access enabled as follows:

1. From the Start Menu, choose Control Panel, choose Administrative Tools and then click Internet Information Services (IIS) Manager.
2. Expand the web sites to point to the FerrysoftHelpDesk web site.
3. From the Action menu, click Properties.
4. Click the Directory Security tab.
5. Click the Edit button.
6. If the Enable anonymous access checkbox is not checked then check it and click OK.

The image below shows the Properties window Directory Security tab.

The image below shows the Authentication Methods window. Note that the User name shown here is an example and that the general format is IUSR_XXXX where XXXX depends on the name of the hosting server.

1. Use Ferrysoft Help Desk Administrator to create or upgrade the database and setup the database connection.

From the Start Menu, choose All Programs and then click Ferrysoft Help Desk Administrator.

2. Login window

The image below shows the Administrator Login window.

Connect To: A named SQL Server; This option allows a named SQL Server to be specified, where SQL Server or SQL Server Express has been installed with a non-default name. If a named SQL Server has been setup then the specification is in the format computername\instancename.

Connect To: SQL Server default; This option specifies the default SQL Server (the unnamed instance) as the name of server. This is the default for all editions of Microsoft SQL Server, except Microsoft SQL Server Express.

Connect To: SQL Server Express default; This option specifies the default SQL Server Express (an instance named SQLEXPRESS) as the name of the server.

Server; specify the named SQL Server in the format computername\instancename. For example, if the computer name is MYSERVER and the instance name is MYINSTANCE then the specification would be MYSERVER\MYINSTANCE.

Authentication: Windows Authentication; Windows Authentication is preferred over SQL Server Authentication. With Windows Authentication, SQL Server authenticates via the Windows account used to connect to the database instead of via a specified Username and Password. If Windows Authentication is used then a Username and Password is not required and those fields are disabled.

Authentication: SQL Server Authentication; If SQL Server Authentication is used then a Username and Password is required.

Username; use sa.

Password; enter the sa password.

3. Main window

The image below shows the Administrator window.

If this is the first time that Ferrysoft Help Desk has been installed then select Create Database. Alternatively, if this is an upgrade to Ferrysoft Help Desk and a database already exists then select Upgrade Database.

Click Process.

4. Create Database window / Upgrade Database window

The image below shows the Create Database window. Use this window to create a new database.

The image below shows the Upgrade Database window. Use this window to upgrade an existing database.

Click OK.

When the confirmation message appears, click Close.

5. Main window

Select Setup Database Connection.

Click Process.

6. Setup Database Connection window

The image below shows the Setup Database Connection window. Use this window to setup the database connection.

Connect To: A named SQL Server; This option allows a named SQL Server to be specified, where SQL Server or SQL Server Express has been installed with a non-default name. If a named SQL Server has been setup then the specification is in the format computername\instancename.

Connect To: SQL Server default; This option specifies the default SQL Server (the unnamed instance) as the name of server. This is the default for all editions of Microsoft SQL Server, except Microsoft SQL Server Express.

Connect To: SQL Server Express default; This option specifies the default SQL Server Express (an instance named SQLEXPRESS) as the name of the server.

Server; specify the named SQL Server in the format computername\instancename. For example, if the computer name is MYSERVER and the instance name is MYINSTANCE then the specification would be MYSERVER\MYINSTANCE.

Authentication: Windows Authentication; Windows Authentication is preferred over SQL Server Authentication. With Windows Authentication, SQL Server authenticates via the Windows account used to connect to the database instead of via a specified Username and Password. If Windows Authentication is used then a Username and Password is not required and those fields are disabled.

Authentication: SQL Server Authentication; If SQL Server Authentication is used then a Username and Password is required.

Username; enter the Username to login to Microsoft SQL Server. If this option is left blank then the default is "sa" although any Username with administrator privilege on Microsoft SQL Server can be used.

Password; enter the Password corresponding to the Username to login to Microsoft SQL Server. The password is not displayed in the window.

Click OK.

When the confirmation message appears, click Close.

7. Main window

Click Exit to end the program.

1. Startup Internet Explorer or another preferred web browser.

2. Ensure that cookies are enabled.

Cookies must be enabled for Ferrysoft Help Desk to work correctly. See How to Enable Cookies for more information.

3. Ensure that JavaScript is enabled.

JavaScript must be enabled for Ferrysoft Help Desk to work correctly. See How to Enable JavaScript for more information.

4. Navigate to the following address (where server is the name of the computer where Ferrysoft Help Desk is installed):

http://server/ferrysofthelpdesk/

5. Login to Ferrysoft Help Desk using the following:

Username: administrator

Password: administrator

6. Configure Ferrysoft Help Desk using the Administration features.

The Administration features of Ferrysoft Help Desk should be used to setup the reference data (organisations, contacts, users, defaults etc.) before users are allowed to start using Ferrysoft Help Desk. See How to use the Administration features of Ferrysoft Help Desk for more information.