Resource Dynamics, Inc.

Tele-Support HelpDesk Hot Tips

Question:

How do I configure HelpDesk to work with Goldmine SQL?

Answer:

1) Navigate to the HelpDesk Server directory where the HelpDesk.MDB is located using explorer.  Open the file named GoldMineSQL.UDL.  This will launch the Microsoft Data Link Properties dialog box.  In the event that you don't have this file, the file is included with this correspondence.

2) If the Connections Tab is not selected, then click on the Connections tab to select it.

3) Enter the name of the machine that contains the GoldMine SQL database in section 1 (Select or enter a server name).

4) Section 2 (Enter information to log onto the server) might have been changed during the GoldMine installation. If so, check with your System Administrator for the correct values.  Typically, you would select "Use a specific user name and password" with the user name of "sa" and a blank password.

5) Section 3 (Select the database on the server) should always state "Goldmine_Sales_And_Marketing", which contains the contact information that is required for Tele-Support HelpDesk.  If you renamed the default GoldMine database, then you will need to use the database that contains the SPFiles table.

6) Use the "Test Connection" button to verify that a connection can be made.  If the result is "Test connection succeeded", then press OK to clear the message and OK again to save the changes.

7) Delete the TSHD32USER.INI file located on all client directories.

8) Run the HD2GMS.EXE program and follow the prompts.  Run it from the Server folder and copy the TSHD32User.INI that is created into each user's Client folder (C:\Helpdesk, by default).  NOTE: The GoldMine Username and Password fields should be left blank.

Applicable HelpDesk versin(s):

2.1 / 2.2

Config for GMSQL.pdf

GoldMineSQL.udl

HD2GMS.zip