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Chapter 4: Installation Helpdesk Setup
Altiris Helpdesk Solution User Guide 28
Installation
Before installing Helpdesk Solution, review the “Prerequisites” on page 27.
Installation has three phases that occur one after the other as a part of a standard Windows Installer
installation:
1 Setup
2 Altiris eXpress.NET Configuration Wizard
3 Database Configuration
Caution Notification Server must be installed before installing Helpdesk Solution. Refer to the
Altiris eXpress Notification Server User Guide on the product CD or on our web site at http://
www.altiris.com/support/documentation.
Important Notification Server install will create a Helpdesk database called AeXNS_Helpdesk that
is used by Alert Manager. Helpdesk Solution can be configured to use the existing database or
create another. If Alert Manager has been used, you will want to use the AeXNS_Helpdesk
database to maintain existing data. If you are upgrading from a previous version of Helpdesk
Solution, then Helpdesk 5.6 will upgrade your existing database if you prefer.
Helpdesk Setup
Setup installs the program files and creates a virtual under the default web site on the target server.
Note The name of the web site is AeXHD (not case-sensitive). If that web site already exists, it is
overwritten. The logged in account should have full admin/sa privileges on the SQL Server that will
be used.
Beside the Helpdesk Solution files, the .NET Framework and MDAC 2.7 components may have to
be installed. This will happen automatically. You may have to reboot the system after the installation
has completed. Setup will resume automatically after the system is rebooted. Helpdesk Solution files
will not be installed until after the .NET Framework and MDAC 2.7 components have been
successfully installed.
IMPORTANT Helpdesk installs the latest .NET Framework service pack available at the time
Helpdesk Solution was released. Be sure to install the most current .NET Framework Service Packs
available or critical updates as soon as possible. You can find the .NET Framework and service
packs on the Microsoft Windows Update site.
4 Insert the Altiris CD.
Note If you are installing from the Altiris web site, you do not need the CD.
5 Click Start and select Programs > Altiris > Altiris eXpress > Notification Server > Web Administration
Console
to start the Web Administration Console.
6 Make sure that you are pointing to the Solution Center location you want to use (CD, Altiris web
site, or other).
a Click the Configuration tab.
b In the left pane, click Solution Center.
c Select the correct Solution Center location, then click Apply.
7 Click the Solutions Center tab.
8 Click Helpdesk and Problem Resolution.
9 Click Helpdesk Solution.
10 Click Start.
Setup will begin. If the .NET Framework and MDAC 2.7 components are not installed then
Setup will install them and probably require you to reboot the system. Setup will automatically
resume after the reboot.