AegisVer si on 7. 1 8User’s GuideService Desk, Client and Asset Management System
Copyright NoticeCopyright © 1993-2011 by Abacus Systems Pty Ltd. All rights reserved.No part of the documentation may be r...
Copyright And OwnershipThe Software is wholly owned by Abacus Systems Pty Ltd and is protected byinternational copyright l...
iContents     Introduction.......................................... 1     Chapter 1 Introduction............................
ii   Contents                          Installing Aegis Demo from Downloads.........................20                    ...
Contents           iiiChapter 3 Guided Tour......................... 49       Starting Aegis.................................
iPreface          Your Aegis software package comes with an installation program          which will help you get the soft...
Chapter 1                        IntroductionWhat is Aegis?         Aegis is an affordable and easy to use Service Desk, C...
2 Chapter 1 Introduction                   There is also a suite of optional add on modules designed to extend            ...
Chapter 1 Introduction 3              that made up an asset, asset service history and support calls for              each...
4 Chapter 1 IntroductionActive Directory                   The Active Directory add on uses the LDAP protocol to integrate...
Chapter 1 Introduction 5                      •    Send an acknowledgement to the person who logs the                     ...
6 Chapter 1 Introduction                           •   Define a filter to select all client products where the            ...
Chapter 1 Introduction 7                 •   Scan for system configuration information, services, and                     ...
8 Chapter 1 Introduction                                                            Aegis    Aegis Aegis Aegis            ...
Chapter 1 Introduction 9                                      Aegis    Aegis Aegis Aegis                                  ...
10 Chapter 1 Introduction                                                        Aegis    Aegis Aegis Aegis               ...
Chapter 1 Introduction 11                                     Aegis     Aegis Aegis Aegis                                 ...
12 Chapter 1 Introduction                                                       Aegis    Aegis Aegis Aegis                ...
Chapter 1 Introduction 13                                                    Aegis     Aegis Aegis Aegis                  ...
14 Chapter 1 Introduction                   Aegis has extensive on line help available by pressing F1. Use the on         ...
Chapter 1 Introduction 15Terms and Conventions         The following common terms and conventions are used in this        ...
Chapter 2                                 InstallationInstalling Aegis Windows Version              The Aegis installation...
Chapter 2 Installation 17             Server Component                     The Server Component will install the standard ...
18 Chapter 2 Installation                            It is strongly recommended that you close all programs before        ...
Chapter 2 Installation 19Single User Installation       This option is for those users who will not be using Aegis on a   ...
20 Chapter 2 Installation                        3. You will now be prompted for the directory where you want to          ...
Chapter 2 Installation 21  1. Create a temporary directory on your hard disk and save the     files downloaded into it.  2...
22 Chapter 2 Installation                            After the Client Component installation has completed, restart       ...
Chapter 2 Installation 23           C:AegisDatabasezDbt                     This directory contains the MS Access database...
24 Chapter 2 Installation                     Authentication           This keyword is only applicable if you use         ...
Chapter 2 Installation 25           PageSize                    This option allows you to define how many                 ...
26 Chapter 2 Installation                   It is strongly recommended that you close all programs before running         ...
Chapter 2 Installation 27Installing Demo from Downloads              To install the demo downloaded from our web site:    ...
28 Chapter 2 Installation                        3. You will now be prompted for the Server Component                     ...
Chapter 2 Installation 29       aspnet_wp.exe could not be launched because the username       and/or password supplied in...
30 Chapter 2 Installation                        4. Open the Machine.config file. This file should be in the              ...
Chapter 2 Installation 31 Authentication           This keyword is only applicable if you use                          MS ...
32 Chapter 2 Installation                            IncidentDb=F:AegisDatabaseIncidentIncident.mdb                       ...
Chapter 2 Installation 33 Attachments              This is the virtual directory name for                          attachm...
34 Chapter 2 Installation                                        incident and allocate it to yourself, you will           ...
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Aegis User guide v7 08

  1. 1. AegisVer si on 7. 1 8User’s GuideService Desk, Client and Asset Management System
  2. 2. Copyright NoticeCopyright © 1993-2011 by Abacus Systems Pty Ltd. All rights reserved.No part of the documentation may be reproduced, stored in a retrieval system ortransmitted in any form, or by any means, electronic, mechanical, photocopy, recording orotherwise, without the prior consent of Abacus Systems Pty Ltd.Information in this manual is subject to change without notice.Aegis User Guide Rev 6.0 — 21 February, 2011License AgreementThe software described in this manual is supplied under a license agreement and mayonly be used in accordance with the terms of that agreement.This is a legal agreement between you the end user and Abacus Systems Pty Ltd. ThisAgreement permits the use of the accompanying Software. The Agreement, theaccompanying Software, All copyright, patent, trade secret, trademark, and otherintellectual and proprietary rights in the Software are and shall remain the valuableproperties of Abacus Systems Pty Ltd. By accepting this license, you are granted the rightto use the Software with the following rights and limitations:For the multi-user license of the Software, you can install the Server Software on onenetwork server only. A separate multi-user license must be obtained for each networkserver. You can install the Client Software on each computer, which have access to thenetwork server where the Server Software is installed.For the single user license of the Software, the Server and Client Software must beinstalled on one computer only.TrademarksAll brand and product names are trademarks or registered trademarks of their respectiveholders and are hereby acknowledged.Product DevelopmentAegis is designed and developed by Abacus Systems Pty Ltd.
  3. 3. Copyright And OwnershipThe Software is wholly owned by Abacus Systems Pty Ltd and is protected byinternational copyright laws. Therefore, you must treat the Software like any othercopyrighted material (e.g., a book or musical recording) except that you may make a copyof the Software solely for backup purposes. You may not copy the written materialsaccompanying the Software without the written permission from Abacus Systems Pty Ltd.Making illegal copies of the documentation and the Software, and reverse engineering,de-compiling, disassembling, modifying, translating, making any attempt to discover thesource code of the Software, or creating derivative works from the Software is prohibited.Other RestrictionsYou may not rent, lease, distribute, or sub-license the Software or documentation. Youmay not alter, modify or adapt the Software or documentation, including translating, de-compiling, disassemble or create derivative and reverse engineered work. You may nottransfer the Software or documentation to another organization.Limited WarrantyTo the maximum extent permitted by applicable law, Abacus Systems Pty Ltd disclaimsall warranties, either express or implied, including but not limited to any implied warrantiesof merchantability and fitness for a particular purpose, and all such warranties areexpressly and specifically disclaimed. Neither Abacus Systems Pty Ltd nor anyone elsewho has been involved in the creation, production, or delivery of this software shall beliable for any indirect, consequential, or incidental damages arising out of the use orinability to use such software even if Abacus Systems Pty Ltd has been advised of thepossibility of such damages or claims.In no event shall Abacus Systems Pty Ltd, its staff or supplier be liable for any damageswhatsoever (including without limitation, damages for loss of business profits, businessinterruption, loss of business information, or other pecuniary loss) arising out of the use ofor inability to use the Software, even if Abacus Systems Pty Ltd has been advised of thepossibility of such damages.
  4. 4. iContents Introduction.......................................... 1 Chapter 1 Introduction........................... 1 What is Aegis?......................................................................1 Aegis Service Desk .........................................................2 Aegis Help Desk .............................................................2 Aegis Defect Tracking......................................................3 Aegis Client Management................................................3 Web Version....................................................................3 Add Ons................................................................................3 Active Directory................................................................4 Database Monitor............................................................4 E-mail Server ..................................................................4 Escalation........................................................................5 Live Graphs.....................................................................5 Report Scheduler.............................................................5 System Alerts..................................................................5 Tasks Scheduler..............................................................6 Workstation Audit.............................................................6 Product Comparison.............................................................7 Supported Database...........................................................13 How to Get Help.................................................................13 On-line Help...................................................................14 License Types.....................................................................14 Concurrent License........................................................14 Dedicated License.........................................................14 Registering Aegis................................................................14 Terms and Conventions......................................................15 Installation...................................... . . . 16 Chapter 2 Installation... . . . . . . . . . . . . . . . . . . . . .16 Installing Aegis Windows Version.......................................16 System Requirements...................................................16 Installation Types...........................................................16 Installing from CD..........................................................17 Installing Add-Ons from CD...........................................20
  5. 5. ii Contents Installing Aegis Demo from Downloads.........................20 Installing Add-Ons from Downloads...............................22 Example Databases and Directories..............................22 INI File...........................................................................23 Installing AegisWeb............................................................25 System Requirements...................................................26 Installing from CD..........................................................26 Installing Demo from Downloads...................................27 Installing the .NET Framework......................................27 Installing MDAC.............................................................27 Installing Application......................................................27 ASPNET Account..........................................................28 AegisWeb Configuration File.........................................30 Sample Configuration Files............................................35 Using Your Existing Databases.....................................38 Creating MS SQL Server Login.....................................40 File/Directory Access Permission..................................40 Displaying Information in Logon Screen........................40 Changing Company Logo..............................................40 Starting AegisWeb.........................................................40 Disclaimer......................................................................41 Upgrading from Previous Version.......................................41 From Version 5.x and Version 4.x.................................41 From Version 3.7x.........................................................41 From Version 3.65.........................................................42 From Version 3.6 or earlier............................................42 Downloading Database Utilities.....................................42 Security Configurations..................................................42 Using MS SQL Server........................................................43 MS SQL Server Client Connection................................43 Connecting to MS SQL Server......................................43 User Id and Password...................................................44 Using MS SQL Single Login..........................................45 Converting To MS SQL Server......................................45 Converting Examples Databases to MS SQL Server....45 Using MySQL Server..........................................................46 MySQL Server Client Connection..................................46 Connecting to MySQL Server........................................46 User Id and Password...................................................47 Using MySQL Single Login............................................47 Converting To MySQL Server........................................47 Converting Examples Databases to MySQL Server......48 Printer Set Up ....................................................................48 Regional Settings................................................................48 Guided Tour........................................ 49
  6. 6. Contents iiiChapter 3 Guided Tour......................... 49 Starting Aegis.....................................................................49 Opening the Example Database.........................................49 The Main Aegis Window.....................................................51 Menus.................................................................................51 Tool Bar..............................................................................52 Folders................................................................................54 Incident Folders.............................................................54 Problem Folders............................................................57 RFC Folders..................................................................60 CI Folders......................................................................62 Client Folders.................................................................64 Tools...................................................................................67 Filters.............................................................................68 Views.............................................................................71 Sort Fields......................................................................74 Cell Styles......................................................................77 Quick Reports................................................................78 Grid View.......................................................................78 Information Area.................................................................81 Filter Bar.............................................................................82 Tab Pages..........................................................................83 Status Bar...........................................................................83 The Lookup Button.............................................................84 Auto Complete....................................................................85 Scrolling Records................................................................86 Keyboard Shortcuts............................................................86 Main Window.................................................................86 Browsing Records..........................................................88 Miscellaneous................................................................89Index................................................. 90Index................................................. 90
  7. 7. iPreface Your Aegis software package comes with an installation program which will help you get the software up and running right away. If necessary, it will also guide you through the process of converting your existing databases to the current version or converting existing Access databases to MS SQL Server or MySQL databases. If you are evaluating a copy of Aegis downloaded from our web site, please follow the instructions given in the section Installing Demo from Downloads. Unless otherwise stated, the term Aegis refers to the Windows version of Aegis in this document.
  8. 8. Chapter 1 IntroductionWhat is Aegis? Aegis is an affordable and easy to use Service Desk, Client and Asset Management system. It is very easy to use, intuitive, affordable and packed with features Service Desk users have come to rely on. Aegis is designed specifically for tracking Incidents and Responses, Problems, Change Request, Clients and Contacts and Assets (configuration items/assets). Aegis simplifies the process of providing a high level of service to your customers. Whether you are servicing external customers or internal users, Aegis enables you to share information across your company. Its the ultimate competitive advantage, because what you know about your clients and how you respond to their needs directly affects your bottom line. It is a painless approach to providing a high level of support and service to your clients. With the inclusion of a web front end, it further simplifies the process of providing a quality customer service by enabling information sharing across your entire organization. Use the web front end to provide your external clients with a self-help facility and reduce support calls and cost. Give your clients the ability to log and view their own calls, search the knowledge base and view FAQs via the web without them calling your support center. Aegis can be used straight out of the box. It also comes with a very flexible built-in customization engine that allows it to be customized to suit different business practices across a wide range of industries. With Aegis, you dont need to dig around to locate customer information, products purchased by customers, resolutions to common problems and assets - it is all easily accessible from the familiar Windows Explorer interface. Aegis helps you to organize and manage customer issues and requests in a simple manner. Aegis handles the complex tasks for you behind the scenes, so you can focus on providing a first class service to your customers.
  9. 9. 2 Chapter 1 Introduction There is also a suite of optional add on modules designed to extend and enhance the functionalities of Aegis to help you serve your customers in a proactive manner.Aegis Service Desk Aegis Service Desk is an ITIL based service management system. ITIL (the IT Infrastructure Library) is the most widely accepted approach to IT service management in the world, ITIL provides a comprehensive and consistent set of best practices for IT service management, promoting a quality approach to achieving business effectiveness and efficiency in the use of information systems. Aegis Service Desk fully supports the ITIL standard within an IT service environment. Comprehensive service management processes are fully integrated in the single application, ensuring seamless workflow between processes. The following ITIL processes are fully integrated: • Incident Management • Problem Management • Change Management • Configuration (Asset) Management • Service Level Management Aegis Service Desk includes all the functionalities of Aegis Help Desk, Aegis Defect Tracking and Aegis Client Management. The product code for Aegis Service Desk is ASD and will be used through out this documentation to denote Aegis Service Desk.Aegis Help Desk Aegis Help Desk is a full-featured Help Desk, Client and Asset Management system. It is very easy to use, intuitive, affordable and packed with features Help Desk users have come to rely on. It will work on Windows and also over the web. It is designed for organizations that do not require the full ITIL based service management system. There are 3 main components in Aegis Help Desk – help desk management, client management and asset management. The client management component in Aegis Help Desk is a full client and contact management system that rivals many standalone products. The configuration management component keeps all your asset data in one place and allows you to track asset allocations, components
  10. 10. Chapter 1 Introduction 3 that made up an asset, asset service history and support calls for each asset The following ITIL processes are fully integrated: • Incident Management • Configuration (Asset) Management • Service Level Management Aegis Help Desk includes all the functionalities of Aegis Defect Tracking and Aegis Client Management. The product code for Aegis Help Desk is AHD and will be used through out this documentation to denote Aegis Help Desk.Aegis Defect Tracking Aegis Defect Tracking is a complete incident and response tracking system. It is suitable for any company that needs to track product defects and client requests or enhancements. It will work on Windows and also over the web. The product code for Aegis Defect Tracking is ADT and will be used through out this documentation to denote Aegis Defect Tracking.Aegis Client Management Aegis Client Management is a client relationship management system. Store and share all your customer and sales information in one central location. Never lose a contact detail or opportunity again. The product code for Aegis Client Management is ACM and will be used through out this documentation to denote Aegis Client Management.Web Version Use the web front end to provide end users or your external clients with a self-help facility and reduce support calls and cost. Give your end users or clients the ability to log and view their own calls, search the knowledge base and view FAQs via the web without them calling your support center.Add Ons Add on modules are optional and are purchased separately. They will add more functionality to the base products. The following add on modules are currently available.
  11. 11. 4 Chapter 1 IntroductionActive Directory The Active Directory add on uses the LDAP protocol to integrate with Microsoft Active Directory. It synchronizes network user details with the client and user records of Aegis. It will mirror any of the following changes made to Active Directory. • Add new clients and users in Aegis. • Updates to existing clients and users. • Delete clients and users that are no longer in Active Directory. The Active Directory integration is also tightly linked with role based security profiles, such that any new Active Directory members can automatically be assigned security profiles with minimal administration overhead. This reduces maintenance costs, data duplication and improves the accuracy and efficiency of your Aegis administration.Database Monitor The Database Monitor add on allows you to monitor an incident database for new incidents, closed incidents and responses in the last N minutes. You can also notify selected users when the number of new incidents added, closed or number of responses is more than a specified number in the last N minutes.E-mail Server The E-mail Server add-on allows you to log calls via Internet mail. You can define different templates to use for different clients and users. You can also include attachments when logging a call via the e-mail server. This will create the attachment records in the database. Templates are used for processing the e-mail message and contain the following information: • The Template Id is the Subject line in the e-mail. The e- mail server add-on will use the Subject line from the e- mail to retrieve the template details for processing the e- mail message body. • The field identifier and terminating characters. This allows the e-mail server to parse the message body and retrieve the appropriate field values.
  12. 12. Chapter 1 Introduction 5 • Send an acknowledgement to the person who logs the problem. You can merge fields from the incident record in the acknowledgment. This allows you to inform the user/client of the Reference # for the new incident created.Escalation The Escalation add on allows you to escalate an incident if it is not closed, if the last response has passed a specified interval or based on the client’s SLA. Escalation is based on filters and is system wide. All records selected by the filter except for closed incidents will be escalated if it satisfies the conditions defined. With escalation type, you can define which fields to update and how they should be updated. You can also notify selected users when an incident has been escalated.Live Graphs The Live Graphs add on allows you to view graphs in real time. You can define any graphs to view, how often to flip between each graph and how often to refresh each graph.Report Scheduler The Report Scheduler add on allows you to run reports at a given time and interval. You can send the report to a printer, file or e-mail it to a user. This can be very useful if you want reports (E.g. Status reports, outstanding issues etc) e-mailed to you automatically on a weekly or monthly basis. Normally, the reports are e-mailed to a user or sent to a file or printer. Other users can also access the reports generated by the report scheduler if they have the appropriate security. The reports can also be accessed from the web.System Alerts The System Alerts add on allows you to notify users or external clients based on filters. You can merge fields from the records to create a custom message showing the exact details from the record that is required. Here is just a small sample of what you can do with system alerts:
  13. 13. 6 Chapter 1 Introduction • Define a filter to select all client products where the Maintenance End date is equal to or earlier than today. Notify the client who owns the product via e-mail. You can create custom message and merge fields from the product record. This allows you to e-mail the product description, the Maintenance End date, and the cost of renewing the maintenance contract. • Notify the sales manager of all quotations and/or invoices sent out today. You can merge fields from the quotation and invoice records to show the client and the total quotation or invoice amount. • Notify the project leader of all scheduled tasks for all incidents. You can define the filter to select the task for a given incident only (E.g. for a project or product type or for a given client). • Notify the manager of all assets due for service or all assets currently in service. • Notify the project leader of all time and cost estimates to fix an incident. • Notify yourself of upcoming meetings or product presentations with clients. • Notify a manager if a negative feedback is received from a client. • Notify sales manager of sales opportunities, the potential client and the potential sale amount. • Notify clients of any special offers for a given month.Tasks Scheduler The Tasks Scheduler add-on allows you to create recurring incidents. You can define how the incidents are to be created by using Data Entry Templates.Workstation Audit The Workstation Audit add-on allows you to audit workstations. All information found will be created as asset components for the asset designated as ‘Use for Workstation Audit’. The following are the features that are available for workstation audit: • Scan for workstation hardware. • Scan for operating system version.
  14. 14. Chapter 1 Introduction 7 • Scan for system configuration information, services, and ODBC drivers. • Scan for authorized and unauthorized software. • Scan for unknown files. • View a list of all authorized and unauthorized software. For unauthorized software, you can also notify the user via e-mail to inform them that the software should be removed. • View audit statistics, for example: how many workstations are running Windows 2000 or Windows NT, how many workstations are Pentium PCs, percentage of authorized and unauthorized software.Product Comparison The table below shows the features that are available in each product. Aegis Aegis Aegis Aegis Service Help Defect Client Desk Desk Tracking Mgmt Incident Management √ √ √ • Record multiple clients √ √ √ affected by an incident • Complete incident assignment √ √ √ history • Scheduled Follow Ups √ √ √ • Track all e-mails √ √ √ • Record impact of an incident √ √ √ • Add unlimited notes √ √ √ • Track parts used to resolve an √ √ √ incident • Track release history √ √ √ • Track all response history √ √ √ • Schedule tasks √ √ √ • Record steps to reproduce an √ √ √ incident • Time and cost estimates √ √ √
  15. 15. 8 Chapter 1 Introduction Aegis Aegis Aegis Aegis Service Help Defect Client Desk Desk Tracking Mgmt • Link URLs to an incident √ √ √ • Link related incidents √ √ √ • Link related problems to an √ incident • Link related change requests √ (RFC) to an incident • Track all CIs affected by an √ √ incident • Search for problems or known √ errors • Create a problem from an √ incident • Auto incident number √ √ √ generation. • Configurable incident number √ √ √ format. Problem Management √ • Record multiple clients √ affected by a problem • Complete problem assignment √ history • Scheduled Follow Ups √ • Track all e-mails √ • Record impact of a problem √ • Add unlimited notes √ • Track parts used to resolve a √ problem • Track responses to problem √ • Schedule tasks √ • Time and cost estimates √ • Link URLs to a problem √ • Link related incidents √ • Link related problems √
  16. 16. Chapter 1 Introduction 9 Aegis Aegis Aegis Aegis Service Help Defect Client Desk Desk Tracking Mgmt• Link related change requests √ (RFC) to a problem• Track all CIs affected by a √ problem• Record work around √• Track root cause of a problem √• Search for RFC √• Raise RFC from a problem √• Auto problem number √ generation.• Configurable problem number √ format.Change Management √• Record multiple clients √ affected by an RFC• Approval log √• Complete RFC assignment √ history• Record back out plans √• Scheduled Follow Ups √• Track all e-mails √• Record impact of an RFC √• Track implementation plans √• Add unlimited notes √• Schedule outages √• Track parts used to resolve an √ RFC• Track release history √• Track responses to RFC √• Post implementation review √• Schedule tasks √
  17. 17. 10 Chapter 1 Introduction Aegis Aegis Aegis Aegis Service Help Defect Client Desk Desk Tracking Mgmt • Record and track test plans √ • Time and cost estimates √ • Link URLs to an RFC √ • Link related incidents √ • Link related problems √ • Link related RFCs √ • Track all CIs affected by an √ RFC • Track reasons and √ justifications for change • Auto RFC number generation. √ • Configurable RFC number √ format. Configuration Management √ • Complete CI assignment √ √ history • Record CI components √ √ • Add unlimited notes √ √ • Track service history √ √ • Scheduled Follow Ups √ √ • Link URLs to a CI √ √ • Track all CIs affected by an √ √ incident • Track all CIs affected by a √ problem • Track all CIs affected by an √ RFC • Link related CIs to a CI to √ create a parent child relationship • Auto CI number generation. √ √ • Configurable CI number √ √ format.
  18. 18. Chapter 1 Introduction 11 Aegis Aegis Aegis Aegis Service Help Defect Client Desk Desk Tracking MgmtSLA Management √ √• Define unlimited SLA for each √ √ client• Define your own breach √ √ statuses• Send notification when an SLA √ √ is breached or about to be breached.Client Management √ √ √ √• Track all client activities √ √ √• Scheduled Follow Ups √ √ √ √• Track client feedback √ √ √ √• Invoicing √ √ √• Add unlimited notes √ √ √ √• Track client offers √ √ √• Track products purchased by √ √ √ √ clients• Quotations √ √ √• Track returned merchandise √ √ √• Track sales opportunities √ √ √• Define unlimited SLAs √ √• Link URLs to a client √ √ √ √• Define unlimited contacts per √ √ √ √ client• Define client alerts √ √ √ √Field customization √ √ √ √Form customization √ √ √ √Folder customization √ √ √ √Workflows √ √ √E-mail notifications √ √ √Triggers for auto record creation √ √ √
  19. 19. 12 Chapter 1 Introduction Aegis Aegis Aegis Aegis Service Help Defect Client Desk Desk Tracking Mgmt Define support hours and public √ √ √ holidays User define filters √ √ √ √ User define views √ √ √ √ User define sort fields √ √ √ √ User define sell styles √ √ √ √ Broadcast message √ √ √ √ Knowledge base √ √ √ FAQ √ √ √ Group update √ √ √ √ Group response √ √ √ Group assignment √ √ √ Group delete √ √ √ √ Form letters √ √ √ √ User define list boxes √ √ √ √ Security groups √ √ √ √ User groups √ √ √ √ Data entry templates √ √ √ √ E-mail templates √ √ √ √ E-mail reports √ √ √ √ Configurable preview pane √ √ √ √ Call queues √ √ √ Job responses analysis √ √ √ Job statistics analysis √ √ √ User define graphs √ √ √ Audit history √ √ √ √ Attachments √ √ √ √ Service catalog √ √
  20. 20. Chapter 1 Introduction 13 Aegis Aegis Aegis Aegis Service Help Defect Client Desk Desk Tracking Mgmt Link CIs to services √ Web access √ √ √ Active Directory Add On *1 √ √ √ Database Monitor Add On*1 √ √ √ E-mail Server Add On*1 √ √ √ Escalation Add On *1 √ √ √ Live Graphs Add on*1 √ √ √ Report Scheduler Add On *1 √ √ √ √ System Alerts Add On*1 √ √ √ √ Tasks Scheduler Add On*1 √ √ √ Workstation Audit Add On *1 √ √ *1 Add Ons are purchase separately.Supported Database Aegis supports Microsoft Access databases by default and provides all necessary run-time components to manage Access databases as part of the package. MS SQL Server 7/2000/2005 are also supported. However, MS SQL Server is not included with Aegis - you must purchase and install the product separately. You can also use MySQL Server database. Since Aegis is not open source software, a license is required to use MySQL. This is the license requirement from the MySQL vendor.How to Get Help This manual is your introduction to Aegis. Use it to familiarize yourself with the concepts, guide you around the system, and for practical advice on how to use Aegis. Use this guide with the example database supplied. In two or three sessions you should have a good understanding of how to use the system. Everyone using Aegis should read Chapter 3 Guided Tour. This chapter gives sufficient background for a casual user to get up and going quickly.
  21. 21. 14 Chapter 1 Introduction Aegis has extensive on line help available by pressing F1. Use the on line help for detailed information about functions and fields. For Technical support, log your technical support questions on our web site at http://www.abacus-systems.com or you can e-mail us on support@abacus-systems.com.On-line Help Aegis on-line help system can be activated at any time by pressing F1 or selecting Help from the menu. The help system contains detailed explanations of all Aegis features and facilities. These descriptions are, in some cases, more detailed than the explanation in this User’s Guide. The on-line help is also more up to date. Where a discrepancy exists between this manual and the help, follow the explanation in the help system. The on-line help contains a Search command. If the help you require is not displayed immediately, use Search to locate the topic you want.License Types Aegis supports concurrent licensing and dedicated licensing. The difference between the two licensing schemes is described below.Concurrent License Concurrent license allows you to add as many users as you like, all with logon access, but only N users can be logged on at any one time. N is the number of concurrent licenses purchased. For example, if you purchase a 10 floating concurrent license, you can add as many users as you like - all with logon access but only 10 users can logon at any one time.Dedicated License Dedicated License means per user. For example, if you have 10 users and want all of them to use Aegis, then you purchase a 10 dedicated user license. You can add as many users as you like but only nominate 10 users with logon access.Registering Aegis If you are using the full copy of Aegis, please register it on our web site at www.abacus-systems.com. This is the only way we will know who you are. All registered users will receive notification of new releases of Aegis and information on other products when available.
  22. 22. Chapter 1 Introduction 15Terms and Conventions The following common terms and conventions are used in this manual: Click Press the left mouse button once while pointing to an object on the screen. Double-click Press the left mouse button twice in rapid succession while pointing to an object on the screen. Right-click Press the right mouse button once while pointing to an object on the screen. Choose Select a specific command or object using the technique you prefer. For example, choose File | Open Database may be executed using the mouse (click once on File in the main menu and then click Open Database) or by using the keyboard (press ALT-F, then O). Select Pick an object, usually from a list. You can click the object with the mouse or use the ARROW KEYS to highlight it and then press ENTER. Typographic conventions used in this manual are: Allocated Italics are used for emphasis and to indicate the names of certain objects such as filters. Edit | Copy Bold is used to indicate menu selections. ENTER Small capitals are used for names of keyboard keys. Details This font is used for names of fields and screen controls, and for names of files on disk. ASD This code is used to denote the Aegis Service Desk product. AHD This code is used to denote the Aegis Help Desk product. ADT This code is used to denote the Aegis Defect Tracking product. ACM This code is used to denote the Aegis Client Management product.
  23. 23. Chapter 2 InstallationInstalling Aegis Windows Version The Aegis installation program gives you the option to install the Windows version of Aegis either on a stand-alone computer or a network server. You will also have the option to install Aegis Add-Ons and AegisWeb. AegisWeb is a web front end that is designed to be used in either an intranet or Internet environment. Note that AegisWeb has different hardware and software requirements and requires the Aegis Server Component from the Windows version to be installed on the server. During set up, you will be prompted for information on how you want to install Aegis. Take the opportunity now to ensure a successful installation by reading the topics below.System Requirements Aegis requires the following hardware and software configuration as a minimum: • Pentium III or higher processor. • Aegis will run on Windows 98/NT 4 (with service pack 5/ 2000/Vista. • 256MB RAM. Performance increases with more memory. • 50MB disk space, plus room for your data. 20 MB total disk space for moderately sized database is reasonable. • For the multi-user versions, any network that is 100% Windows compatible.Installation Types The installation process requires two steps. You must install Server Component first and then Client Component.
  24. 24. Chapter 2 Installation 17 Server Component The Server Component will install the standard Access databases. For the multi-user version of Aegis, this option is usually installed on a network server so the databases can be shared. It does not install any programs on your system and will not change your network server settings. You must install the Server Component before the Client Component. If you are upgrading from a previous version, all your databases will NOT be overwritten. However, we do recommend that you back up your existing databases before installing a new release. Client Component The Client Component installs the programs required to run Aegis and set up a link to the database on the server.Installing from CD If you are installing the evaluation version downloaded from our web site, please follow the instructions given in the section Installing Demo from Downloads. To install Aegis from CD, follow the instructions below: 1. Insert the CD Rom into your CD Rom Drive. 2. If auto run is enabled, you will come to the first screen of the set up program. If auto run is not enabled, run Setup.exe from the CD Rom. 3. Select Aegis from the menu. 4. See Multi User Installation and Single-user Installation. Multi User Installation This option is for those users that will be accessing a central database located on a network server and is only applicable if you purchase a multi-user license of Aegis. When running set up, you will choose to install the Server Component on the network server where the shared database will reside and install the Client Component on each workstation that requires access to the database. You will also need to give all the users the correct permission to access the server directory on the network.
  25. 25. 18 Chapter 2 Installation It is strongly recommended that you close all programs before running set up. Installing the Server Component You must install the Server Component before the Client Component. 1. After you run Setup.exe, follow the screen prompts until you get to the Choose Components screen. Select Server Component then click Next to continue. 2. Enter a directory on your network server to install the Server Component into then click Next to continue. 3. Follow the instructions in set up to complete the Server Component installation. Installing the Client Component After the Server Component is installed, run Setup.exe again to install the Client Component. You must have administrator privileges if you are installing the client on a Windows NT or Windows 2000 workstation. If you are installing on Windows Vista, you must run setup as Administrator even if you have administrator privileges. 1. Follow the screen prompts until you get to the Choose Components screen. Select Client Component then click Next to continue. 2. You will now be prompted for the Server Component directory – NOT the destination directory for the Client Component. This allows set up to create the appropriate drive-mappings to the database on the server. The Server Component is usually installed on the network server for the multi-user license of Aegis. Select the directory where the Server Component is to be installed then click Next to continue. 3. You will now be prompted for the directory where you want to install the Client Component – this is usually a directory on your workstation. Enter the directory and click Next to continue. 4. Follow the instructions in set up to complete the Client Component installation. After the Client Component installation has completed, restart Windows.
  26. 26. Chapter 2 Installation 19Single User Installation This option is for those users who will not be using Aegis on a network and is only applicable if you purchase the single-user license of Aegis. When running set up, you will choose to install the Server and Client Components in a directory on your workstation. It is strongly recommended that you close all programs before running set up.Installing the Server Component You must install the Server Component before the Client Component. 1. Follow the screen prompts until you get to the Choose Components screen. Select Server Component then click Next to continue. 2. Enter a directory on your workstation to install the Server Component into then click Next to continue. 3. Follow the instructions in set up to complete the Server Component installation.Installing the Client Component After the Server Component is installed, run Setup.exe again to install the Client Component. You must have administrator privileges if you are installing the Client Component on a Windows NT or Windows 2000 workstation. If you are installing on Windows Vista, you must run setup as Administrator even if you have administrator privileges. 1. Follow the screen prompts until you get to the Choose Components screen. Select Client Component then click Next to continue. 2. You will now be prompted for the Server Component directory – NOT the destination directory for the Client Component. This allows set up to create the appropriate drive-mappings to the database on the workstation. The Server Component is usually installed on the workstation for the single-user license of Aegis. Select the directory where the Server Component is to be installed then click Next to continue.
  27. 27. 20 Chapter 2 Installation 3. You will now be prompted for the directory where you want to install the Client Component – this is usually a directory on your workstation. Enter the directory and click Next to continue. 4. Follow the instructions in set up to complete the Client Component installation. After the Client Component installation has completed, you will be prompted to restart Windows.Installing Add-Ons from CD If you are installing an add-on demo downloaded from our web site, please see Installing Add-Ons from Downloads on page 22. It is strongly recommended that you close all programs before running set up. 1. Insert the CD Rom into your CD Rom Drive. 2. If auto run is enabled, you will come to the first screen of the set up program. If auto run is not enabled, run Setup.exe from the CD Rom. 4. Select the add-on to install. 5. Follow the screen prompts until you get to the Select Aegis Server Component Folder screen. You will now be prompted for the Server Component directory – NOT the destination directory for the add-on. Select the directory where the Server Component is to be installed then click Next to continue.Installing Aegis Demo from Downloads The demo comes with a license for 5 concurrent users. The installation from downloads is slightly different from installing from CD because the program files are compressed. When running set up, you will choose to install the Server Component on the network server where the shared database will reside and install the Client Component on each workstation that requires access to the database. You will also need to give all the users the correct permission to access the server directory on the network. It is strongly recommended that you close all programs before running set up. To install the demo downloaded from our web site:
  28. 28. Chapter 2 Installation 21 1. Create a temporary directory on your hard disk and save the files downloaded into it. 2. Unzip all files into the temporary directory. 3. Run Setup.exe from the temporary directory.Installing the Server Component You must install the Server Component before the Client Component. 1. After you run Setup.exe, follow the screen prompts until you get to the Choose Components screen. Select Server Component then click Next to continue. 2. Enter a directory on your network server to install the Server Component into then click Next to continue. 3. Follow the instructions in set up to complete the Server Component installation.Installing the Client Component After the Server Component is installed, run Setup.exe again to install the Client Component. You must have administrator privileges if you are installing the client on a Windows NT or Windows 2000 workstation. If you are installing on Windows Vista, you must run setup as Administrator even if you have administrator privileges. 1. Follow the screen prompts until you get to the Choose Components screen. Select Client Component then click Next to continue. 2. You will now be prompted for the Server Component directory – NOT the destination directory for the Client Component. This allows set up to create the appropriate drive-mappings to the database on the server. The Server Component is usually installed on the network server for the multi-user license of Aegis. Select the directory where the Server Component is to be installed then click Next to continue. 3. You will now be prompted for the directory where you want to install the Client Component – this is usually a directory on your workstation. Enter the directory and click Next to continue. 4. Follow the instructions in set up to complete the Client Component installation.
  29. 29. 22 Chapter 2 Installation After the Client Component installation has completed, restart Windows.Installing Add-Ons from Downloads It is strongly recommended that you close all programs before running set up. To install an add-on demo downloaded from our web site: 1. Create a temporary directory on your hard disk and save the files downloaded into it. 2. Unzip the file into the temporary directory and run Setup.exe from the temporary directory. 3. Follow the screen prompts until you get to the Select Aegis Server Component Folder screen. You will now be prompted for the Server Component directory – NOT the destination directory for the add-on. Select the directory where the Server Component is installed then click Next to continue.Example Databases and Directories When you install the Aegis Server Component, it will install some example databases (in MS Access format). The sub-directories created are defaults and you are not forced to use the same directory structure. Aegis uses an INI file to locate the databases. For example, if you install the Aegis Server component into C:Aegis, the example database will be installed in the following directories and other sub-directories will be created as follows: C:AegisDatabase This directory contains all the databases used in Aegis. C:AegisDatabaseClient This directory contains the example client databases. C:AegisDatabaseIncident This directory contains the example incident databases. C:AegisDatabaseListBox This directory contains the example list box databases. C:AegisDatabaseSys This directory contains the system database.
  30. 30. Chapter 2 Installation 23 C:AegisDatabasezDbt This directory contains the MS Access database templates and MS SQL and MySQL scripts. C:AegisDatabasezDbtMSAccess This directory contains the MS Access database templates. C:AegisDatabasezDbtMSSql This directory contains the scripts used for converting an MS Access database to a SQL Server 2000 database. C:AegisDatabasezDbtMSSqlv7 This directory contains the scripts used for converting an MS Access database to a SQL Server 7.0 database. C:AegisDatabasezDbtMySQL This directory contains the scripts used for converting an MS Access database to a MySQL Server database. The Client Component only creates the directory you specified for the programs.INI File The Aegis INI file stores database configuration and path information, it is used locate the databases on your server or workstation. Database Section The [Database] section in the INI file contains the following keywords: Provider Specifies the database backend. • For Access database, specify Provider=MSACCESS. • For MS SQL Server database, specify Provider =MSSQL Provider=MSSQL7 for MS SQL Server 7). • For MySQL, specify Provider=MYSQL. Server This keyword is only applicable if you use MS SQL Server or MySQL databases. Define the MS SQL or MySQL server you wish to connect to in this keyword. For example: Server=Aegis.
  31. 31. 24 Chapter 2 Installation Authentication This keyword is only applicable if you use MS SQL Server database. The valid values are Windows and SQL. If you specify Windows, Aegis will use Windows Authentication when connecting to the server. If you specify SQL, Aegis will use MS SQL Server Authentication when connecting to the server. If you use SQL Server Authentication, you must also specify the User Id and Password. User Id This keyword is only applicable if you use MS SQL Server with SQL Server Authentication or MySQL databases. The User Id must be a valid user created in MS SQL Server or MySQL. You would normally give this user a very limited access to the Aegis SYS database only. Password This keyword is only applicable if you use MS SQL Server with SQL Server Authentication or MySQL databases. The password must be a valid password for the user created in MS SQL Server or MySQL. If there no password for the user, you can leave this field blank. Paths Section The [Paths] section in the INI file contains the following keywords: Server Specifies the full path name where the Server Component resides. Work Specifies the full path name to the WORK directory. Options Section The [Options] section in the INI file contains the following keywords: SmtpLog Specify the Smtp log file. All Smtp events will be written to a log file. To log all Smtp events, specify SmtpLog=Y under the Options section. Pop3Log Specify the Pop3 log file. All Pop3 events will be written to a log file. To log all Pop3 events, specify Pop3Log=Y under the Options section. This option is only used by the E-mail Server Add On.
  32. 32. Chapter 2 Installation 25 PageSize This option allows you to define how many records to load on startup. If you specify PageSize=50, only 50 records will be loaded regardless of how many records there are in the database. When you click Next, another 50 records will be loaded. Incident Database Section A section will be created for each incident database opened. The section name is the full path name of the incident database. This section contains the following keywords: ClientDb Specifies the client database to be use with the incident database. ListBoxDb Specifies the list box database to be use with the incident database. If you do not specify -i command line option when you start Aegis, it will use the Aegis.ini file in the start up directory. To use a different INI file include the -i command line option, for example -iMyConfig.ini to create the MyConfig.ini file. In a multi-user environment, you would usually install Aegis databases on the server. Each users drive mappings to the server drive can be different and may cause a problem if you did not use a different INI file for each user. If you have different drive mappings for different users, use the -i command line option so that the correct path can be specified.Installing AegisWeb AegisWeb is a web front end for Aegis. It has been developed using Microsoft’s .NET technology. You have to install AegisWeb on a web server running Microsoft’s Internet Information Services (IIS) and the .NET Framework. You will be given the option to install the .NET Framework as part of the set up program for AegisWeb. AegisWeb may be accessed by any users on your network using a standard web browser. No additional software installation is required on a client PC except for the web browser. Before you install AegisWeb, you must install the Windows version of Aegis. The web front end shares the same databases as the Windows version. You must have administrator privileges if you are installing on Windows NT or Windows 2000.
  33. 33. 26 Chapter 2 Installation It is strongly recommended that you close all programs before running set up.System Requirements The minimum hardware and software requirements for AegisWeb are: Hardware Requirements • Pentium III or higher processor. • 512MB RAM. Performance increases with more memory. • 100MB disk space, plus room for your data. 20 MB total disk space for moderately sized database is reasonable. Software Requirements • Windows NT 4 (Workstation or Server) with Service Pack 6a or Windows 2000 (Professional, Server, or Advanced Server) with the latest Windows service pack and critical updates available from the Microsoft Security Web site or Windows XP (Home or Professional). • Internet Information Services (IIS) Version 5.0 or later with FrontPage Server Extensions. • Internet Explorer 5.01 or later on the web server and on each client PC. • Version 1.1 release of the Microsoft .NET Framework on the web server.Installing from CD If you are installing the evaluation version downloaded from our web site, please see Installing Demo from Downloads on page 27. 1. Insert the CD Rom into your CD Rom Drive. 2. If auto run is enabled, you will come to the first screen of the set up program. If auto run is not enabled, run Setup.exe from the CD Rom. 3. Select AegisWeb from the menu. 4. Follow instructions in set up to complete the installation.
  34. 34. Chapter 2 Installation 27Installing Demo from Downloads To install the demo downloaded from our web site: 1. Create a temporary directory on your hard disk and save the downloaded files into it. Unzip all files downloaded into the temporary directory. 2. Run Setup.exe from the temporary directory. 3. Follow instructions in set up to complete the installation.Installing the .NET Framework When you run Setup.exe, you will be prompted to install the .NET Framework. To install the .NET Framework, click the Install button. If you already have the .NET Framework installed, click on the Skip button. The .NET Framework installation will create a default ASPNET account. See ASPNET Account on page 28. After the .NET Framework installation has completed, run Setup.exe again to continue.Installing MDAC When you run Setup.exe again after installing the .NET Framework or skip the .NET Framework installation, you will be prompted to install MDAC 2.7. To install MDAC 2.7, click the Install button or click the Skip button if you already have MDAC 2.7 installed. After MDAC installation has completed, run Setup.exe again to continue.Installing Application After the .NET Framework and MDAC is installed, you can start installing the AegisWeb application. 1. When prompt to install the .NET Framework, click on the Skip button. 2. When prompt to install MDAC, click on the Skip button again.
  35. 35. 28 Chapter 2 Installation 3. You will now be prompted for the Server Component directory. This is the Server Component directory for the windows version of Aegis. This allows the set up program to create the appropriate drive-mappings to the databases on the server so that it can be use by the web front end. The Server Component is usually installed on the network server for the multi-user license of Aegis. Select the directory where the Server Component is installed then click Next to continue. 4. You will now be prompted for the directory where you want to install the AegisWeb application – this is usually a directory on your web server. Enter the directory and click Next to continue. 5. Follow the instructions in set up to complete the installation. After the installation has completed, restart Windows.ASPNET Account AegisWeb is developed in ASP.NET. By default, ASP.NET runs its worker process (Aspnet_wp.exe) with a weak account (the local machine account, which is named ASPNET) to provide a more secure environment. On a domain controller, all user accounts are domain accounts and are not local machine accounts. Therefore, Aspnet_wp.exe fails to start because it cannot find a local account named "localmachinenameASPNET". To provide a valid user account on the domain controller, you must specify an explicit account in the <processModel> section of the Machine.config file, or you must use the SYSTEM account. The ASPNET account is automatically created by the .NET Framework installation if the server is not a domain controller. If you install AegisWeb on a domain controller, the ASPNET account will not be created. This is a known Microsoft bug. If you install AegisWeb on a domain controller and try to run AegisWeb, the browser displays the following error message: • Server Application Unavailable • The web application you are attempting to access on this web server is currently unavailable. • Please hit the "Refresh" button in your web browser to retry your request. Furthermore, the following event is logged in the system application event log:
  36. 36. Chapter 2 Installation 29 aspnet_wp.exe could not be launched because the username and/or password supplied in the processModel section of the config file are invalid. aspnet_wp.exe could not be started. HRESULT for the failure: 80004005To work around this problem, use one of the following methods: • Create a weak account that has the correct permissions, and then configure the <processModel> section of the Machine.config file to use that account. • Set the userName attribute to SYSTEM in the <processModel> section of the Machine.config file. • Configure the <processModel> section of the Machine.config file to use an administrator account.Allowing ASP.NET applications to run as SYSTEM or an administratoraccount has serious security implications. If you use either of theseworkarounds, code that is run in the Aspnet_wp.exe process will haveaccess to the domain controller and the domain settings. Executablefiles that are started from the Aspnet_wp.exe process run in the samecontext and also have access to the domain controller.Therefore, Microsoft recommends that you use the first workaround.To use the first workaround, follow these steps: 1. Create a user account on the computer named ASPNET, and then add this account to the Users group. 2. Grant the ASPNET account the Log on as a batch job user right. Make sure that this change appears in the Local Security Policy settings. NOTE : To grant the Log on as a batch job user right on this account, you may have to grant this user right in each of the following security policies (From the Control Panel/Administrative Tools): • Domain Controller Security Policy • Domain Security Policy • Local Security Policy NOTE : You may have to reboot the server for these changes to take effect. 3. Make sure that the ASPNET account has permission to access all of the necessary directories and files to start the Aspnet_wp.exe process and to serve the ASP.NET pages.
  37. 37. 30 Chapter 2 Installation 4. Open the Machine.config file. This file should be in the WinNTMicrosoft.NETFrameworkv1.0.3705CONFIG directory. 5. In the <processModel> section of the Machine.config file, change the userName and the password attributes to the name and the password of the account that you created in step 1. For example: userName="DomainNameASPNET" password="ASPNETpassword" 6. Save the changes to the Machine.config file.AegisWeb Configuration File The AegisWeb.cfg file stores database configuration and path information. The set up program will attempt to create a path to the example databases installed by the Windows version of Aegis if they can be found. Below are a list of options you can define in AegisWeb.cfg. Paths Section The [Paths] section in the configuration file contains the following keywords: Server Specifies the full path name where the Aegis Server Component resides (this is installed by the Windows version of Aegis). Database Section The [Database] section contains the following keywords: Provider Specifies the database backend. • For Access database, specify Provider=MSACCESS. • For MS SQL Server database, specify Provider =MSSQL (Provider=MSSQL7 for MS SQL Server 7). • For MySQL, specify Provider=MYSQL. Server This keyword is only applicable if you use MS SQL Server or MySQL databases. Define the MS SQL or MySQL server you wish to connect to in this keyword. For example: Server=Aegis.
  38. 38. Chapter 2 Installation 31 Authentication This keyword is only applicable if you use MS SQL Server database. The valid values are Windows and SQL. If you specify Windows, Aegis will use Windows Authentication when connecting to the server. If you specify SQL, Aegis will use MS SQL Server Authentication when connecting to the server. If you use SQL Server Authentication, you must also specify the User Id and Password. User Id This keyword is only applicable if you use MS SQL Server with SQL Server Authentication or MySQL databases. The User Id must be a valid user created in MS SQL Server or MySQL. You would normally give this user a very limited access to the Aegis SYS database only. Password This keyword is only applicable if you use MS SQL Server with SQL Server Authentication or MySQL databases. The password must be a valid password for the user created in MS SQL Server or MySQL. If there no password for the user, you can leave this field blank. IncidentDb Specifies the incident database to use. ClientDb Specifies the client database to be use with the incident database. ListBoxDb Specifies the list box database to be use with the incident database.Database Set SectionThe section allows you to define which databases to group under adatabase set name. This section contains the following keywords: IncidentDb Specifies the incident database to use. ClientDb Specifies the client database to be use with the incident database. ListBoxDb Specifies the list box database to be use with the incident database.For example, for MS Access databases you can create two databasesections as follows. [Database]
  39. 39. 32 Chapter 2 Installation IncidentDb=F:AegisDatabaseIncidentIncident.mdb ClientDb=F:Aegis DatabaseClientClient.mdb ListBoxDb=F:AegisDatabaseListBoxListBox.mdb [DbSet1] ClientDb=C:AegisDatabaseClientSet1.mdb IncidentDb=C:AegisDatabaseIncidentSet1.mdb ListBoxDb=C:AegisDatabaseListBoxSet1.mdb [DbSet2] ClientDb=C:AegisDatabaseClientSet2.mdb IncidentDb=C:AegisDatabaseIncidentSet2.mdb ListBoxDb=C:AegisDatabaseListBoxSet2.mdb To use the default database, don’t include the DbSet keyword in the URL. For example: http://localhost/AegisWeb/logon.aspx To use the first database set: http://localhost/AegisWeb/logon.aspx?DbSet=DbSet1 To use the second database set: http://localhost/AegisWeb/logon.aspx?DbSet=DbSet2 Directories Section The [Directories] section contains the following keywords: Attachments You can upload attachments in AegisWeb. All attachments will be stored in the directory specified here. For example, if you include the following in AegisWeb.cfg: [Directories] Attachments = C:AegisAttachments All attachments you uploaded will be stored in C:AegisAttachments. To view the attachments, you must create a virtual directory for it. See section below. Virtual Directories Section Virtual directories are created in IIS (Internet Information Services) under AegisWeb. You have to create virtual directories for attachments and reports created by the Report Scheduler add on so that users can view the files. The [Virtual Directories] section contains the following keywords:
  40. 40. Chapter 2 Installation 33 Attachments This is the virtual directory name for attachments and is created in IIS. For example, if your Attachments directory is C:AegisAttachments, when you create this virtual directory for AegisWeb in IIS, enter Attachments (or any name you like) when prompted for the Alias field and C:AegisAttachments when prompted for the Directory. The entries in AegisWeb.cfg will be: [Virtual Directories] Attachments = Attachments ReportScheduler This is the virtual directory name for reports created by the Report Scheduler add on and is created in IIS. For example, if the reports directory is C:AegisRps, when you create this virtual directory for AegisWeb in IIS, enter RPSReports (or any name you like) when prompted for the Alias field and C:AegisRps when prompted for the Directory. The entries in AegisWeb.cfg will be: [Virtual Directories] ReportScheduler = RPSReports Note: You must only specify ONE section name, for example: [Virtual Directories] Attachments = Attachments ReportScheduler = RPSReports Instead of: [Virtual Directories] Attachments = Attachments [Virtual Directories] ReportScheduler = RPSReportsOptions SectionThe [Options] section contains the following keywords: NotifySelf Set this option to N if you do not wish to receive notification when it is triggered by yourself. For example, if you set up notification to notify the person in the Assigned To field and when you add a new
  41. 41. 34 Chapter 2 Installation incident and allocate it to yourself, you will not receive a notification if this option is set to N. SmtpServer Specify the SMTP Server with this option. This is used for sending external email notifications. SmtpSenderAddress Specify the SMTP Sender E-mail Address. This is used when sending password to users. If you don’t define a value for this field, it will default to Aegis Help Desk or Aegis Defect Tracking and when sending password to user, you can get an error because some SMTP server requires a valid From address when sending e-mails. OnExitGoto You can go to another web site when you exit AegisWeb. Specify the complete URL (including http://www.) in the OnExitGoto option. SessionTimeOut Specify the session timeout in minutes. The value must be from 1 to 1440. The default is 20. If there’s no activity for the specified time, AegisWeb will timeout. HideAll Valid options are Y or N. If you specify Y, then all license information, company logo will be hidden. You will be presented with a simple logon window. SystemName Enter the system name. This option is only application if HideAll is set to Y. The system name will be shown on all windows instead of Aegis. You can use this option to make AegisWeb look more like your company support desk. LogonWinLeft This must be a number greater than zero. This is the left position of the logon window. LogonWinTop This must be a number greater than zero. This is the top position of the logon window. LogonInfoLeft This must be a number greater than zero. This is the left position of the information area. This is below the logon window where you can customize by editing the info.txt file in the AegisWeb directory.

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