Hesk/Help Desk - Revision history

Tcrider: /* Updating HESK */

2023-09-21T16:59:52Z

Updating HESK

← Older revision		Revision as of 16:59, 21 September 2023
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	On the VM go into root by using "su" and locate both the update files and the HESK server "/var/www/''SERVERURL''"		On the VM go into root by using "su" and locate both the update files and the HESK server "/var/www/''SERVERURL''"

	==== Step 3 ====		==== Step 3 ====
	Using the mv (move) command or the cp (copy) command to move/copy the contents of the update directory with a * after the directory (e.x. /home/pintech/HESKUPDATE/*) you created to the HESK server with the overwriting any files		Using the mv (move) command or the cp (copy) command to move/copy the contents of the update directory with a * after the directory (e.x. /home/pintech/HESKUPDATE/*) you created to the HESK server with the overwriting any files

	==== Step 4 ====		==== Step 4 ====
	After the files have been moved/copied into the HESK server, you can close both the VM and FileZilla		After the files have been moved/copied into the HESK server, you can close both the VM and FileZilla
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	You have successfully update the HESK Server and can continue onto the next step		You have successfully update the HESK Server and can continue onto the next step

	==== Troubleshooting/Final steps ====		==== Troubleshooting/Final steps ====
	Any errors will go to the error logs located in "/var/logs/nginx" and will be "error.log" you can use either nano to read it or FileZilla to copy it to your desktop and open it with notepad		Any errors will go to the error logs located in "/var/logs/nginx" and will be "error.log" you can use either nano to read it or FileZilla to copy it to your desktop and open it with notepad

	When updating HESK from one version to the next please make sure to update the general settings. There is a section in there where you have to put in our specific URL information for our website and domain. See the photo.		When updating HESK from one version to the next please make sure to update the general settings. There is a section in there where you have to put in our specific URL information for our website and domain. See the photo.

Tcrider: /* Updating HESK */

2023-09-21T16:52:38Z

Updating HESK

← Older revision		Revision as of 16:52, 21 September 2023
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	During the HESK install you will be asked to set up a MySQL database for HESK. You will use phpMyAdmin to accomplish this. You will naviagate to the [https://24pin.tech/phpMyAdmin/index.php phpMyAdmin] URL and log in. Get the credentials from Chamberlain. Once logged in you will navigate to the Databases page. Type in the name of your new database and use that name when prompted to during the HESK install.<br>'''IMPORTANT:''' MAKE SURE YOU ARE CREATING A NEW DATABASE AND NOT USING AN OLD DATABASE!!!		During the HESK install you will be asked to set up a MySQL database for HESK. You will use phpMyAdmin to accomplish this. You will naviagate to the [https://24pin.tech/phpMyAdmin/index.php phpMyAdmin] URL and log in. Get the credentials from Chamberlain. Once logged in you will navigate to the Databases page. Type in the name of your new database and use that name when prompted to during the HESK install.<br>'''IMPORTANT:''' MAKE SURE YOU ARE CREATING A NEW DATABASE AND NOT USING AN OLD DATABASE!!!
	== '''Updating HESK''' ==		== '''Updating HESK''' ==

	==== Requirements ====		==== Requirements ====

	* FileZilla		* FileZilla
	* Access to ESXI		* Access to ESXI
	* Basic Linux knowledge		* Basic Linux knowledge
			==== Step 1 (preparations) ====
			Log into the Admin page on HESK and go to any of the settings tabs, if it is out of date it will tell you on the right and give you a link to update it, grab the update files from said link and extract them.

	~~==== Step 1 ====~~		Log into ESXI and go into the Logan VM '''MAKE A SNAPSHOT'''
	~~Log into the Admin page on HESK and go to any of the settings tabs, if it is out of date it will tell you on the right and give you a link to update it, grab the update files from said link.~~ Log into ESXI and go into the Logan VM

			Open FileZilla and connect to 10.21.25.11 using the pintech login
	==== Step 2 ====		==== Step 2 ====
	(~~This is still being edited~~)		Using FileZilla make a directory in the pintech home directory and give it a simple name (e.x. HESKUPDATE) then move all the update files into it

			On the VM go into root by using "su" and locate both the update files and the HESK server "/var/www/''SERVERURL''"

			==== Step 3 ====
			Using the mv (move) command or the cp (copy) command to move/copy the contents of the update directory with a * after the directory (e.x. /home/pintech/HESKUPDATE/*) you created to the HESK server with the overwriting any files

			==== Step 4 ====
			After the files have been moved/copied into the HESK server, you can close both the VM and FileZilla

			On your browser of choice go to "service.24pin.tech/install" and click the update button and let it update

			You have successfully update the HESK Server and can continue onto the next step

			==== Troubleshooting/Final steps ====
			Any errors will go to the error logs located in "/var/logs/nginx" and will be "error.log" you can use either nano to read it or FileZilla to copy it to your desktop and open it with notepad
	When updating HESK from one version to the next please make sure to update the general settings. There is a section in there where you have to put in our specific URL information for our website and domain. See the photo.		When updating HESK from one version to the next please make sure to update the general settings. There is a section in there where you have to put in our specific URL information for our website and domain. See the photo.

			Sometimes the submit_tickets.php breaks and can usually be attributed to a single line of code (usually 211) and can either be made into a comment by using # at the beginning of the string or by just deleting the entire line
	=='''HESK Admin Information'''==		=='''HESK Admin Information'''==
	[[File:Hesk login page.png\|left\|thumb\|346x346px\|Login section of main page]]		[[File:Hesk login page.png\|left\|thumb\|346x346px\|Login section of main page]]

Tcrider: Adding update steps

2023-09-20T18:04:19Z

Adding update steps

Show changes

AGindiri: /* Installation */

2023-02-09T21:33:16Z

Installation

← Older revision		Revision as of 21:33, 9 February 2023
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	=='''Installation'''==		=='''Installation'''==

			=== Version 3.4.2 ===
			(Note:

			==== Conditions: ====

			* This version of HESK was installed on a VM. It was not tested on the actual webserver.
			* We installed a basic LEMP stack on the VM before installing HESK. See the addendum included in [[Nginx]].
			* We implemented PuTty to deal with our vm.

			==== Step 1 ====
			Inside command line, navigate to <code>etc/nginx/sites-available</code> and create a new config file. This will be the service.24pin.tech file that will house the HESK program.

			==== Step 2 ====
			Download HESK 3.4.2 from hesk.com. Open the [https://www.hesk.com/demo/docs/step-by-step-guide.html installation guide] and begin following the instructions. Keep in mind that the installation asks you to obtain your MySQL database name, user and password.

			==== Step 3 ====
			Download and install Filezilla. It can be found in shared storage under 24pintech Apps:

			# Create a site using the ip address as the host and the username and address for the server (we're connecting to the server's to access its files from filezilla) - we used port 22 because it was teh same port we used to access the server through PuTty
			# (Note - the filezilla application is in the shared storage under >24pintech > apps > Filezilla)
			# Move the downloaded hesk file (unzipped) into the config file you created n the webserver.
			# (Note - after completing the steps to install the LEMP stack in VM, the folder we used were under /var/www/(public folder you created - ex. hesktest.24pin.tech)

			==== Step 4 ====
			Navigate to the new hesk website created after installing the file by typing in your URL - website-name/install

			==== Step 5 ====
			Follow the instructions given on the new website. Make sure to delete the install folder in filezilla before closing the program.





			==== Contextual Circumstances: ====

			* The version is HESK version 3.2.2.
			*

	The installation of HESK required a download from hesk.com. We downloaded and installed [https://www.hesk.com/download.php HESK 3 (version 3.2.2)] The installation was somewhat problematic due to lack of documentation regarding the installation process for Nginx. I used the following documents to piece together the process.		The installation of HESK required a download from hesk.com. We downloaded and installed [https://www.hesk.com/download.php HESK 3 (version 3.2.2)] The installation was somewhat problematic due to lack of documentation regarding the installation process for Nginx. I used the following documents to piece together the process.

Lchristopherson at 15:43, 31 March 2022

2022-03-31T15:43:09Z

← Older revision		Revision as of 15:43, 31 March 2022
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			[[Category:Webserver]]
	==About==		==About==
	HESK is a basic, lightweight, help desk program that we use to process our work orders for 24PinTech. We downloaded the software from [[HESK.COM]] and it fully integrated with our 24Pin.tech website. The URL to access the new software is at [https://service.24pin.tech. service.24pin.tech.]		HESK is a basic, lightweight, help desk program that we use to process our work orders for 24PinTech. We downloaded the software from [[HESK.COM]] and it fully integrated with our 24Pin.tech website. The URL to access the new software is at [https://service.24pin.tech. service.24pin.tech.]

Bchamberlain at 15:12, 18 February 2022

2022-02-18T15:12:08Z

← Older revision		Revision as of 15:12, 18 February 2022
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	During the HESK install you will be asked to set up a MySQL database for HESK. You will use phpMyAdmin to accomplish this. You will naviagate to the [https://24pin.tech/phpMyAdmin/index.php phpMyAdmin] URL and log in. Get the credentials from Chamberlain. Once logged in you will navigate to the Databases page. Type in the name of your new database and use that name when prompted to during the HESK install.<br>'''IMPORTANT:''' MAKE SURE YOU ARE CREATING A NEW DATABASE AND NOT USING AN OLD DATABASE!!!		During the HESK install you will be asked to set up a MySQL database for HESK. You will use phpMyAdmin to accomplish this. You will naviagate to the [https://24pin.tech/phpMyAdmin/index.php phpMyAdmin] URL and log in. Get the credentials from Chamberlain. Once logged in you will navigate to the Databases page. Type in the name of your new database and use that name when prompted to during the HESK install.<br>'''IMPORTANT:''' MAKE SURE YOU ARE CREATING A NEW DATABASE AND NOT USING AN OLD DATABASE!!!

	=='''~~Hesk~~ Admin Information'''==		== '''Updating HESK''' ==

			When updating HESK from one version to the next please make sure to update the general settings. There is a section in there where you have to put in our specific URL information for our website and domain. See the photo.

			=='''HESK Admin Information'''==
	[[File:Hesk login page.png\|left\|thumb\|346x346px\|Login section of main page]]		[[File:Hesk login page.png\|left\|thumb\|346x346px\|Login section of main page]]

Lchristopherson: /* Step 5 */

2022-01-20T17:40:05Z

Step 5

← Older revision		Revision as of 17:40, 20 January 2022
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	====Step 5====		====Step 5====
	[[File:PhpMyAdmin.png\|thumb\|phpMyAdmin - add a My SQL database\|150x150px]]		[[File:PhpMyAdmin.png\|thumb\|phpMyAdmin - add a My SQL database\|150x150px]]
	During the HESK install you will be asked to set up a MySQL database for HESK. You will use phpMyAdmin to accomplish this. You will naviagate to the [https://24pin.tech/phpMyAdmin/index.php phpMyAdmin] URL and log in. Get the credentials from Chamberlain. Once logged in you will navigate to the Databases page. Type in the name of your new database and use that name when prompted to during the HESK install.		During the HESK install you will be asked to set up a MySQL database for HESK. You will use phpMyAdmin to accomplish this. You will naviagate to the [https://24pin.tech/phpMyAdmin/index.php phpMyAdmin] URL and log in. Get the credentials from Chamberlain. Once logged in you will navigate to the Databases page. Type in the name of your new database and use that name when prompted to during the HESK install.<br>'''IMPORTANT:''' MAKE SURE YOU ARE CREATING A NEW DATABASE AND NOT USING AN OLD DATABASE!!!
	'''IMPORTANT:''' MAKE SURE YOU ARE CREATING A NEW DATABASE AND NOT USING AN OLD DATABASE!!!

	=='''Hesk Admin Information'''==		=='''Hesk Admin Information'''==

Lchristopherson: /* Installation */

2022-01-20T17:39:46Z

Installation

← Older revision		Revision as of 17:39, 20 January 2022
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	====Step 1====		====Step 1====
	Download ~~and unzip~~ [https://www.hesk.com/download.php Hesk 3.2.2]		Download [https://www.hesk.com/download.php Hesk 3.2.2 (or latest version)] to a known directory.

	====Step 2====		====Step 2====
	~~Use PUTTY to login to 10~~.21.25.~~11 type in <code>cd~~ /~~www~~/~~var<~~/~~code> and make~~ a new directory. ~~The directory should be the same as your URL. In this instance I created the~~ ''~~service~~.~~24pin~~.~~tech~~'' directory ~~using~~ the md command. ~~Take~~ the ~~files you unzipped and copy them into this directory~~.		This step will use a tool called PuTTY ''64x86'' which can be downloaded from [https://www.chiark.greenend.org.uk/~sgtatham/putty/latest.html their website]. After installing you will open a new CMD window and navigate to the PuTTY install directory. ''My command...'' <code>cd C:\Program Files\PuTTY</code>. Once you have successfully navigated to the installation directory you will enter the command to send the zip to the webserver... <code>pscp.exe <LocalFilePath> <user>@<RemoteHost>:<RemoteDirectory></code> ... <code>pscp.exe ZIP_FILE_LOCATION pintech@10.21.25.11:/home/pintech</code>. The zip has to be placed in the users home due to permission issues.

	====Step 3====		====Step 3====
	Navigate to <code>etc/nginx/sites-available</code> and create a new config in nginx. In this instance I will be creating the service.24pin.tech file. Use an editor like nano or vim to edit the config file. Here is an example <code>sudo nano service.24pin.tech</code>. Once in the editor create a config file, see the nginx article in this wiki in the section [[Nginx\|Configuring Nginx]] for assistance.		Navigate to <code>etc/nginx/sites-available</code> and create a new config in nginx. In this instance I will be creating the service.24pin.tech file. Use an editor like nano or vim to edit the config file. Here is an example <code>sudo nano service.24pin.tech</code> '''''OR''''' <code>sudo nano /etc/nginx/sites-available/service.24pin.tech</code>. Once in the editor create a config file, see the nginx article in this wiki in the section [[Nginx\|Configuring Nginx]] for assistance.

	====Step 4====		====Step 4====
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	[[File:PhpMyAdmin.png\|thumb\|phpMyAdmin - add a My SQL database\|150x150px]]		[[File:PhpMyAdmin.png\|thumb\|phpMyAdmin - add a My SQL database\|150x150px]]
	During the HESK install you will be asked to set up a MySQL database for HESK. You will use phpMyAdmin to accomplish this. You will naviagate to the [https://24pin.tech/phpMyAdmin/index.php phpMyAdmin] URL and log in. Get the credentials from Chamberlain. Once logged in you will navigate to the Databases page. Type in the name of your new database and use that name when prompted to during the HESK install.		During the HESK install you will be asked to set up a MySQL database for HESK. You will use phpMyAdmin to accomplish this. You will naviagate to the [https://24pin.tech/phpMyAdmin/index.php phpMyAdmin] URL and log in. Get the credentials from Chamberlain. Once logged in you will navigate to the Databases page. Type in the name of your new database and use that name when prompted to during the HESK install.
			'''IMPORTANT:''' MAKE SURE YOU ARE CREATING A NEW DATABASE AND NOT USING AN OLD DATABASE!!!

	=='''Hesk Admin Information'''==		=='''Hesk Admin Information'''==

JGoncalves: added some images and links to minor sections

2021-05-04T18:58:20Z

added some images and links to minor sections

← Older revision		Revision as of 18:58, 4 May 2021
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	*This will be a section that Administrators can never touch under no circumstance.		*This will be a section that Administrators can never touch under no circumstance.
	*'''Do not add/change'''		*'''Do not add/change'''

			[[File:Service message 1.png\|thumb]]

	===Service Messages===		===Service Messages===

	#Display a service message in the customer area, for example to notify them about known issues and important news.		#Display a service message in the customer area, for example to notify them about known issues and important news.
			#The Service message can be any of the following: Success, info, notice, or error. in the setting sections
	#The service messages will be about something that is unavailable with our services.		#The service messages will be about something that is unavailable with our services.

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	*#SPAM prevention does what it says, prevents SPAM		*#SPAM prevention does what it says, prevents SPAM
	*#There can be different types of SPAM prevention, even custom ones		*#There can be different types of SPAM prevention, even custom ones
			*#Some troubleshooting methods if it does not work: https://www.hesk.com/knowledgebase/index.php?article=27
	*#Change only if needed		*#Change only if needed
	*Security:		*Security:
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	*Email:		*Email:
	*#This changes the type of emailing system that is used		*#This changes the type of emailing system that is used
			*#When and who Hesk sends emails: https://www.hesk.com/knowledgebase/index.php?article=94
	*#'''DO NOT CHANGE'''		*#'''DO NOT CHANGE'''
	*Email Loops:		*Email Loops:

JGoncalves: added a little more detail under service messages and email templates

2021-05-04T18:35:20Z

added a little more detail under service messages and email templates

← Older revision		Revision as of 18:35, 4 May 2021
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	*You can only finish creating a user under the notification tab		*You can only finish creating a user under the notification tab

	=== User Editing ===		===User Editing===

	*Admin can edit anything about a user but are very few		*Admin can edit anything about a user but are very few
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	#Display a service message in the customer area, for example to notify them about known issues and important news.		#Display a service message in the customer area, for example to notify them about known issues and important news.
			#The service messages will be about something that is unavailable with our services.

	===Email Templates===		===Email Templates===

	#~~Cannot~~ change ~~anything within~~ this section.		#The email templates allow you to change/modify emails that are sent to customers and staff members.
			#There is nothing able to change in this section.
			#To create a canned response go under the Template section under responses .

	===Custom Fields===		===Custom Fields===
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	*#Self explanatory		*#Self explanatory
	*#Add any emails that would be used but are not listed		*#Add any emails that would be used but are not listed
	*Notify Customers ~~When~~:		*Notify Customers:
	*#Self explanatory		*#Self explanatory
	*Other:		*Other: