Resource Dynamics, Inc.

Tele-Support HelpDesk Hot Tips

Question:

How do I setup Citrix Metaframe 1.8 for Tele-Support HelpDesk version 2.2

Answer:

• Need to have a separate sub-directory for each TeleSupport HelpDesk user.  

• You need to log into the Citrix Server and run Client setup for each TeleSupport HelpDesk user.  Each installation directory MUST be unique between users.

• Copy the attached HelpDesk2.exe to each client sub directory. 

• Need to run from one of the installed client directories, this command HelpDesk2 /TON (you only need to run this ONE time).  You should get the message "Helpdesk Terminal Server Mode Active."
• Need to make sure short cut on desk top points to the user specific HelpDesk2.exe 
• The Published Application should be TSHD32.exe. per each user's short cut pointing to their sub directory.

...Note...if you are running 100% with in the Citrix Box, and the above setup only allows for 1 user connections, then you will need to use the alternate setup, which is to select a PC outside the Citrix Box on your network that is setup as "Shared" that will acted as the HelpDesk Server (where you will install the HDServer.exe & your helpdesk.mdb will reside)  This PC needs to run 24/7 or at least be turned on before any HelpDesk user can access the database.

If you have problems running HelpDesk, then please check the following registry keys:

Helpdesk registers the following guids for com automation.

{6BFD1D7B-39C1-476D-AFC6-75AE0539AA66} -- Type Library

{CFC9062F-7043-45CC-BE67-0157651E95DD} -- Interface

{6EA3E404-4BA1-4CB6-AB20-FE5C9DF41B82} -- Class Id

For Terminal Server/Citrix, all users MUST have read/write or full access to the following registry keys:  Note not all keys will exist on all systems, depends on which contact manager you are using.

HKEY_CLASSES_ROOT\AppID\{6EA3E404-4BA1-4CB6-AB20-FE5C9DF41B82}

HKEY_CLASSES_ROOT\CLSID\{6EA3E404-4BA1-4CB6-AB20-FE5C9DF41B82}

HKEY_CLASSES_ROOT\Interface\{CFC9062F-7043-45CC-BE67-0157651E95DD}

HKEY_CLASSES_ROOT\TypeLib\{6BFD1D7B-39C1-476D-AFC6-75AE0539AA66}

HKEY_CLASSES_ROOT\TSHD32.TeleSupportHelpDeskRemoteControl

HKEY_LOCAL_MACHINE\SOFTWARE\Classes\AppID\{6EA3E404-4BA1-4CB6-AB20-FE5C9DF41B82}

HKEY_LOCAL_MACHINE\SOFTWARE\Classes\CLSID\{6EA3E404-4BA1-4CB6-AB20-FE5C9DF41B82}

HKEY_LOCAL_MACHINE\SOFTWARE\Classes\Interface\{CFC9062F-7043-45CC-BE67-0157651E95DD}

HKEY_LOCAL_MACHINE\SOFTWARE\Classes\TypeLib\{6BFD1D7B-39C1-476D-AFC6-75AE0539AA66}

HKEY_LOCAL_MACHINE\SOFTWARE\Classes\TSHD32.TeleSupportHelpDeskRemoteControl

In addition, when using Terminal Server/Citrix, it is currently not possible to use the Remote Control 

feature with Telemagic.

Attention Evaluation Users ONLY....you should add a security group for your HelpDesk Users then for each user in that group, you need to give them FULL ACCESS to the windows System32 ; HelpDesk Client ; HelpDesk Server Directories.  FULL ACCESS meaning users are able to read / write / edit / modify / delete.  This is ONLY for the evaluation, once purchased and activated to live version, you can set what ever security you want and/or need.

Applicable Citrix version(s):

Metaframe 1.8

Applicable HelpDesk version(s);

2.2

HelpDesk22.zip