Email to Outlook Help Desk creates Ticket      
With Outlook Help Desk, users can send email to the Help Desk and this email will be converted into a Help Desk ticket. In Exchange 5.5, this is done with the Microsoft Exchange Event Service and a VB script added in the Agents tab on the Help Desk folder. In Exchange 2000 and 2003, we provide a DLL that uses Web Storage System Event Sinks to convert the emails. This DLL is added as a COM+ Component and registered on the Help Desk folder. The VB script or DLL is provided with the purchase of the full release version.
 
Outlook 2002/2003 and the security patch      
Outlook Help Desk 3.0 works on all versions of Outlook. However, Outlook 2002 and 2003, as well as versions of Outlook 98 and 2000 with Microsoft's security patch installed, will generate a security warning when programs try to access the address book
 
Networking-VPN Client Installation Instructions      
VPN client for Linux supports Red Hat Version 6.2 Linux (Intel), or compatible libraries with glibc Version 2.1.1-6 or later, using kernel Versions 2.2.12 or later. You MUST have kernel sources installed prior to installation. The VPN Client for Linux does not support SMP kernels in any release of the client.
 
Opening Help Desk Tickets from an Intranet page link      
Outlook Help Desk 3.0 works on all versions of Outlook. However, Outlook 2002 and 2003, as well as versions of Outlook 98 and 2000 with Microsoft's security patch installed, will generate a security warning when programs try to access the address book.
 
Windows XP Network Patch      
Due to a number of networking problems using Windows XP, the Help Desk has created a series of patches that ensure the correct setup, and disable the services that are creating the known problems we are having. As another option, we have also included the ability to disable file sharing. Both versions of the patch do the following:
 
Link to ticket in Assigned Message does not work      
Versions of Outlook with the Outlook Email Security Update do not allow users to open shortcuts in email messages. Outlook Help Desk places a shortcut to an Assigned Help Desk Ticket in the message that is sent out when the ticket is assigned. This shortcut has a "LNK" extension and is blocked as a Level 1 attachment. The link is visible in the message, but does not open when clicked. This is a security precaution instituted by the Update.
 
Automatic Notification when a new Help Desk Ticket is entered      
Automatic Notifications allows you to designate email addresses that will receive notification every time a new Help Desk ticket is created in the Help Desk folder. The message can be sent to any pager or cell phone that accepts email. This significantly improves your response time and effectiveness. The "Choose from GAL" buttons allow you to choose names from the Global Address List rather than type them in. The "Send Test Message" button is used to see if the names can be resolved. Ambiguous or non-resolvable names will prevent the message from being sent. Also, the notification is not sent to the person filling out the ticket if his or her name or address is in the list. Presumably, the person knows there is a new ticket in the Help Desk folder and does not need a notification.
 
Windows XP Network Troubleshooter      
This guide explains how to solve many common networking problems on campus, and what information you should have available if you call the Help Desk to report a network problem. This guide does not apply to wireless connections. The most common symptom of a network problem is the inability to access websites.
 
Outlook 97 Limitations      
Users with Outlook 97 can submit tickets in Outlook Help Desk. However, they cannot view Assigned Help Desk Tickets in Outlook 97. They can use the Web forms to view Assigned tickets. Technicians and help desk staff need Outlook 98 or higher to work with the Assigned tickets, as they need to do more than just view the tickets
 
MacOS Network Settings      
RCS has implemented DHCP throughout the Residence Halls. The network configuration for a Macintosh becomes extremely simple in that case. DHCP enables automatic IP address assignment. It is possible to request a static IP, but there is no real need to do so. A static IP also complicates the setup procedure.
 
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