------------------------------------------------------------------------------------ versaCAT v1.5.0 Date: 22 June 2007 Copyright 2002-2007 VersaDev Pty. Ltd. All Rights Reserved. ------------------------------------------------------------------------------------ *************************************************************** Contents *************************************************************** 1.0 System Requirements 2.0 Additional Resources 3.0 Installation Instructions 4.0 Accessing versaCAT 5.0 To Enable Full - Text Knowledge Base Search 6.0 Support 1.0 System Requirements ======================= - versaSRS 3.3.0 - Windows Server 2003 / 2000, Windows Vista, Windows XP - The Microsoft .NET Framework 1.1 - IIS 5 / 6 / 7 - ASP.Net - SQL Server 2005 / 2000, SQL 2005 Express or the Microsoft SQL Server Desktop Engine (MSDE) 2000 - Microsoft Internet Explorer 6 and above 2.0 Additional Resources ======================== The Microsoft .NET Framework is available for download at: http://www.asp.net/download-1.1.aspx Microsoft SQL Server 2005 Home http://www.microsoft.com/sql/default.mspx MSDE database engine available for download at: http://www.asp.net/msde 3.0 Installation Instructions ============================= Run the msi based installer supplied and follow the prompts. versaCAT has been designed to provide you with a flexible solution to allow your clients to authenticate to the system. The web.config of versaCAT, described below, allows you to configure how you clients will be authenticated to the system. Note: The default installation of versaCAT is configured for Forms based authentication. Web.Config App Settings Keys ---------------------------- AppTitle: Defines the application title displayed at the top of the browser window. --------- Example: value="versaCAT" DSN: Defines the connection string to the versaSRS database. ---- ClientValidationMode: --------------------- value="0" - Windows based authentication (requires username only) value="1" - Forms based authentication (requires username and password to authenticate) Note: The authentication mode of the web.config must correspond to the appropriate ClientValidationMode (example: if the ClientValidationMode is set to 0, the authentication mode must be set to Windows.) ClientValidationDSN: Defines the connection string to the database containing client details and logon credentials. Note: The connection string may be set to that defined by DSN (i.e. versaSRS). The versaSRS database includes a table, tbl_ClientAccess that may be populated with client details and logon credentials. ClientValidationQuery: Defines the SQL Query used to return Password and Email for a client defined by Username. Example 1 - Forms Based Authentication Against The versaSRS Database Table tbl_ClientAccess ClientValidationQuery Value="SELECT Password, BEmail As Email FROM tbl_ClientAccess WHERE Username = '[USERNAME]'" In the example above, the client will be prompted to provide a username and password to gain access to versaCAT. The user will be granted access provided the username and password match with a record within the database. The query above will also return their email address which allows the system to display only those calls for which they are the Primary Requestor. Example 2 - Windows Based Authentication Against The versaSRS Database Table tbl_ClientAccess ClientValidationQuery Value="SELECT Password, BEmail As Email FROM tbl_ClientAccess WHERE Username = '[USERNAME]'" In the example above, the user will be granted access provided the Windows username is found within the database (tbl_ClientAccess). The query above will also return their email address which allows the system to display only those calls for which they are the Primary Requestor. RemoveDomainFromUsername: ------------------------- Governs whether the DOMAIN is removed from DOMAIN\USERNAME when the system is configured for Windows authentication. value="0" Do not remove the Domain. value="1" Remove the DOMAIN Example: AllowSecondaryRequestor: ------------------------ value="0" - Display only those calls where the Client is the Primary Requestor value="1" - Display Calls where the Client is either the Primary or Secondary Requestor. ApplyQueueRestrictions: ----------------------- value="0" - Default, provide access to Calls logged within any Queue, governed by AllowSecondaryRequestor setting value="1" - Provide access to Call logged within any Queue where the versaSRS Queue setting versaCAT Access is enabled, governed by AllowSecondaryRequestor setting SysAdminEmail: Email address of the system administrator (e.g. webmaster@mydomain) -------------- Refresh1: Refreshes the displayed calls (e.g. 60 - units seconds). --------- Region: Controls The display and input format of dates within the system. ------- Value="-2" (dd/MM/yyyy HH:mm:tt): Value="-1" (MM/dd/yyyy HH:mm:tt): Value="1" (MM/dd/yyyy hh:mm:tt ss): Value="2" (dd/MM/yyyy hh:mm:tt ss): PageSize: Defines the number of Calls displayed per page. --------- ReadingPane: Defines whether the reading pane is displayed. ------------ value="0" Hide reading pane value="1" Show reading pane EnableCallComments: Governs whether Call comments are exposed to the Requestor(s). ------------------- value="0" Disabled value="1" Enabled ShowCallComments: Sets the default state of the Show comments checkbox of the Call History (Printer Friendly) window. ----------------- value="0" Unchecked value="1" Checked ShowCorrespondenceHistory: Sets the default state of the Show correspondence history checkbox of the Call History (Printer Friendly) window. -------------------------- value="0" Unchecked value="1" Checked CorporateLogo1: URL to image (GIF/JPEG) displayed within the Call History (Printer Friendly) window. --------------- Example: value="images/versaSRS_logo1.gif" CanManageProfile: Defines whether the versaCAT user can manage their profile. ----------------- Note: this feature should only be enabled for account details stored within the versaSRS database table, tbl_ClientAccess. When this feature is enabled, the following properties cannot be modified by the user: Username, Email Address. Please note that any Notes recorded against the account are not exposed via versaCAT. value="0" Disabled value="1" Enabled EnableKB: Defines whether the Knowledge Base button is displayed providing access to the Knowledge Base tool. --------- value="0" Hide button value="1" Show button KBBaseURL: URL to the versaCAT Knowledge Base module. ---------- Example: value="http://localhost/versacat/modules/helpdesk_kb/kbview.asp?kbaid=" KBTitle: The Knowledge Base Title displayed in the Internet Explorer Window -------- Example: value="versaSRS Knowledge Base" KBDSN: The Knowledge Base database connection string to the database ------ Example: value="Server=localhost; Database=VERSASRS;uid=versasrs;pwd=versa2003" KBPageSize: The number of Knowledge Base records returned per page ----------- Example: value="5" KBSearchModule: Defines whether full-text search is enabled for searching the Knowledge Base --------------- value="0" Disabled value="1" Enabled Note: If enabled, you must add the stored procedure, sp_Full_Text_Search_KnowledgeBaseArticles_By_Page, to the database and grant execute permission for the appropriate user. You will also need to setup full-text search, see 5 below. KBPublicAccessOnly: Defines whether the system restricts the display of Knowledge Base articles to those marked with Enable Public Access. --------------- value="0" Disabled, provide access to all articles value="1" Enabled, provide access to only articles marked with Enable Public Access UploadPath: Defines a temporary upload folder for attachments. ----------- Example: value="c:\temp\" MailServer: Defines the I.P. address or name of the Mail Server that will be used to send email. ----------- DesktopEmailClient: 0 - Use versaCAT to compose email-based correspondence, 1 - Use the Client's Mail Client (e.g. MS Outlook). ------------------- MailTo: Defines a versaSRS email account (Primary Address of a versaSRS Queue). ------- MailSubject: Defines the default subject field when logging a new call. ------------ The following web.config appSettings keys are reserved for internal use and must be set as follows: SiteID value="1" versaMenuLicenseKey value="A1T29-FGIJH-NU0XR-FKFMF-NGHOK" CustomFilter value="0" CustomFilterDSN value="" CustomFilterXmlSrc value="" CustomFilterXslSrc value="" CustomFilterFullAccess value="0" 4.0 Accessing versaCAT ====================== After installing versaCAT, you can access the system via the URL: http://localhost/versacat/ or http://myserver/versacat/ The credentials required to logon to the system will depend on the Client Validation defined within the web.config 5.0 To Enable Full - Text Knowledge Base Search =============================================== MS SQL Server 2000 Configuration Step 1.) Full-text search of Knowledge Base articles is provided by the supplied stored procedure, sp_Full_Text_Search_KnowledgeBaseArticles_By_Page. You must add this stored procedure to the database and grant execute permission for the appropriate database user. Step 2.) - From SQL Enterprise Manager, locate the VersaSRS database table, tbl_kbarticles. - Right-click on the table and select Full-Text Index Table then Define Full-Text Indexing on a Table... to display the Full-Text Indexing Wizard. - Click Next and select the default Unique index: PK_tbl_kbarticles then click Next. - Check the following columns, then click Next: ArticleNum ArticleTitle ArticleGroup1 ArticleGroup2 ArticleGroup3 ArticleGroup4 ArticleGroup5 Section1 Section2 Section3 Section4 Section5 Section6 Section7 - Create a new catalog, set the Name to KB Search and click Next. - Create a Catalog Population Schedule as required (e.g. Full - Once a day, Incremental - as required). - Click Next then Finish to complete the setup of Full - Text Search. - Right-click on the table and select Full-Text Index Table and Start Full Population to initially populate the catalog. versaCAT - web.config Configuration - Edit the appSettings section of the versaCAT web.config, set the value of the key, KBSearchModule to 1. Note: Changes to the web.config will destroy any active sessions with the application. Please make sure that users are not running versaCAT when modifying the web.config. 6.0 Support =========== VersaDev Pty Ltd 83 King William Road UNLEY SA 5061 Australia Tel: +61.8.8273 3030 Fax: +61.8.8273 3033 Email: support@versadev.com Web: www.versadev.com