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ActivDesk Manual - Chapter 1
  ActivDesk Manual

Index

1. Installation
2. The basics in 20 minutes
3. Administrator Functions
4. Support Tickets
5. The User Manager
6. Template Manager (Customization)
7. The Knowledge Base
8. The End User Interface

1. Installation

1.1 ActivDesk Installation Instructions
     1.1.1 ActivDesk requirements
     1.1.2 Installation Instructions for Unix/Linux
1.2 Unix/Linux installation Trouble Shooter
1.3 Upgrade Instructions to upgrade to a newer version of ActivDesk
    

1.1 ActivDesk Installation Instructions

Follow the installation instructions below exactly. Do the steps as you read through them. The installation instructions below could have been written in a couple of sentences, but have been written to be as comprehensive as possible.

1.1.1 Requirements

  • A Unix or Linux based host or server

  • Perl 5.002+ (Standard cgi-bin directory for Perl CGI Scripts - Supported by most host providers)

  • Access to the unix/linux sendmail program (Supported by most host providers)

  • FTP Access

  • A version 4+ browser for the use of the web admin control panel

  • MYSQL with Perl DBI Modules installed (Supported by most host providers)

1.1.2 Installation Instructions For Unix/Linux:

Click here if you want to upgrade to a newer version of ActivDesk for upgrade instructions.

Step 1. UNZIP THE .ZIP ARCHIVE IN WHICH ACTIVDESK CAME 

Unzip the .zip archive in which ActivDesk came to your hard drive.

Step 2 - CREATE A DATA DIRECTORY

Create a directory called 'support_data' or whatever you would like to name it on your web host. Place it somewhere where the web server cannot access it's contents. Another way of saying this would be to say that you need to create a 'support_data' directory where it cannot be accessed from a web browser when users are browsing your web site.

Do not create this directory in your public HTML folder because it can create security risks.
  
Fictional Examples where you can create it:

Create it in for example:
/home/yourdomain.com/support_data
or
/home/yourdomain.com/public_html/cgi-bin/activdesk/admin/data

Let's say that your cgi-bin directory is situated under:  /home/yourdomain.com/cgi-bin
Let's also say your public HTML directory is situated under: /home/yourdomain.com/public_html


movie.gif (975 bytes) Watch Video on how to do Step 2 using CuteFTP FTP client.

Step 3 - COPY/FTP DATA FILES AND ASSIGN PERMISSIONS

When you unzipped the .zip archive of ActivDesk, a 'data' directory should have been extracted. Transfer it's contents to the 'support_data' directory you have just created in the previous step.

Now, assign permissions of 777 to the 'support_data' directory. Also assign permissions of 777 to the files that you just transferred to the 'support_data' directory.

How do I set/assign permissions to directories and files?


movie.gif (975 bytes) Watch Video on how to do Step 3 using CuteFTP FTP client.

Step 4 - COPY/FTP CGI SCRIPTS

When you unzipped the .zip archive of ActivDesk, a 'cgi' directory should have been extracted. Copy/Ftp all the files in the cgi directory to your cgi-bin directory on your web host. Please note that the cgi directory that was unzipped contains a subdirectory for the 'admin' files. This directory is called 'admin'. Also create this sub directory in your cgi-bin directory and copy/ftp the 'admin' cgi scripts to this directory.

You can also for example place the files inside your cgi-bin directory like this:

You can place the general program script files here:
/cgi-bin/support
and the admin script files here:
/cgi-bin/support/admin


movie.gif (975 bytes) Watch Video on how to do Step 4 using CuteFTP FTP client.

Step 5 - SET PERMISSIONS OF .cgi AND .pm FILES TO 755

Set the permissions of all the .cgi and .pm files that you transferred to your cgi-bin directory to 755 except config.cgi

How do I set/assign permissions to directories and files?


movie.gif (975 bytes) Watch Video on how to do Step 5 using CuteFTP FTP client.

Step 6 - ASSIGN PERMISSIONS OF 777 TO config.cgi

Assign the permission setting of 777 to config.cgi


movie.gif (975 bytes) Watch Video on how to do Step 6 using CuteFTP FTP client.

Step 7 - CREATE A DIRECTORY TO STORE IMAGE FILES

Create a directory called 'html' or whatever you want to call it in your public HTML document directory. Your public HTML document directory would be where you store the public HTML files of your web site. Do not create this directory under your cgi-bin directory.

Create it for example in your public HTML directory as follows:
http://www.yourdomain.com/support_images/
or
http://www.yourdomain.com/helpdesk/


movie.gif (975 bytes) Watch Video on how to do Step 7 using CuteFTP FTP client.

Step 8 - TRANSFER IMAGE FILES OF THE 'HTML' DIRECTORY

When you unzipped the zip archive in which ActivDesk came, there were 3 directories. Transfer the contents of the 'html' directory to the directory you have created in the previous step (step 7).


movie.gif (975 bytes) Watch Video on how to do Step 8 using CuteFTP FTP client.

Step 9 - CONFIGURE THE SYSTEM FROM THE WEB

Run setup.cgi from your web browser. setup.cgi is located in the admin directory where you transferred the admin CGI scripts.

You should type something like the example below to execute setup.cgi in your browsers:
http://www.yourdomain.com/cgi-bin/admin/setup.cgi

 

1.2 Unix/Linux Installation Trouble Shooter

Installation of ActivDesk should be very easy if you follow the installation instructions exactly as described in the installation steps.

In a lot of cases, simply going over the steps of the installation instructions might solve the problem.

Is the permissions of the 'data' directory set to 777 ?

To set the permissions of the 'data' directory, do the following:

Step 1
Ftp into your hosting account.

Step 2
Set permissions of the 'data' directory to 777

How do I set/assign permissions to directories and files?

Is the permissions of the files in the 'data' directory set to 777 ?

To set the permissions of the files inside the 'data' directory to 777, do the following:

Step 1
Ftp into your hosting account.

Step 2
Set all the files that you transferred to the 'data' directory to the permission setting of 777

How do I set/assign permissions to directories and files?

Does all the .cgi and .pm files have the correct permissions?

Ensure that all the .cgi and .pm script files have permissions set to 755 - Also ensure that config.cgi has the permission setting of 777

 

1.3 Upgrade Instructions to upgrade to a newer version of ActivDesk

The upgrade should take minutes and is a very simple process.

To upgrade your existing copy of ActivDesk, do the following:

1. Download the latest version and unzip the files that comes with the .zip archive.

2. Replace all your existing ActivDesk .cgi and .pm files with the new ones that came with the .zip archive. Do not replace config.cgi - Note that it is very important that you don't replace this file with the one that comes with the .zip archive. If you replace config.cgi you will need to supply paths via setup.cgi again as config.cgi contains all the configuration paths.

3. Ensure that all .cgi and .pm files you transferred has the permission setting of 755 on your host.

4. Transfer the entire contents of the 'html' directory in the .zip to the directory that holds all ActivDesk image files.

 

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