Tuesday, January 27, 2009

HEAT: HSS Attachments

A client asked: How do I add attachments to Heat Self Service?

When adding attachments through HEAT Self Service, an HTML file, containing a link to the actual attachment, is attached to the call ticket. Users in Call Logging can open the attachment and click on the link which will then open the attached file.

In order to successfully upload attachments in HEAT Self Service, a ticket must first be submitted to the database. Once this is completed, the HEAT Self Service users can open or edit existing issues and upload attachments.

The following configuration settings are needed for attachments to work with HEAT Self Service.
* Create an Attachments directory in the HEAT Self Service directory on the web server. Note: The attachment directory must be a sub-directory of the HEAT Self Service virtual directory structure.

* Share out the HEAT directory on the HEAT Self Service web server. To do this, locate the HEAT folder, right click, and select Properties. Within the HEAT Properties dialogue window, click on the Sharing tab, select Share this folder and name the share HEAT.

* The HEAT Self Service Virtual Directory path needs to be changed from A directory located on this computer to A share located on another computer. Open Internet Information Services (IIS), expand Default Web Site, right click on HEATSelfService Virtual Directory and select Properties. Within the Virtual Directory tab, select A share located on another computer.

* Once the radio button is selected, the local path will change from a drive letter to UNC format.
* Enter the server name and the name of the share to be used for HEAT Self Service.
• The {server} section in the example below is the name of the HEAT Self Service web server.
• The {share} section in the example below needs to include the full path to the HEAT Self Service files.

Example: \\HSSWebServerName\Heat\HeatSelfService.

* Once you have the correct Network Directory defined, click on the Connect As… button and select a user that has modify rights to the HEAT folder and its subdirectories. The selected user will also need to have the ability to write to the Attachment directory used for HEAT Self Service.

* Launch the HEAT Self Service Configuration Tool. Select Edit>>Web Server Settings. Make sure that the Physical Path and the Divisions Path are using UNC pathing.

* In the HEAT Self Service Configuration Tool, click on Edit > Preferences. On the General tab, verify the path for the Virtual Root is the UNC path configured in the Web Server Settings. If not, make sure the Physical Path and the Divisions Path are UNC as defined in step 7.

* Also, within the HEAT Self Service Configuration Tool Preferences > General tab, in the Issue Attachments field, browse to or type in the name of the attachments directory for the new share that was created. In the HEAT Self Service Configuration Tool, select Security > Customers. Highlight the Customer Type(s) you want to give view and/or edit rights for attachments and change the SelfService Attachments right accordingly. Select Apply then OK, and save your changes to the Configuration Tool.

* Launch Services from the Control Panel. Stop the World Wide Web publishing service.

* Search the Web Server for *.hfw and delete the file that references the data source being used to access HEAT SelfService. Important: Do not delete the Calendar.hfw, or any files that are used by Crystal if installed on the server.

* Open the windows registry editor by clicking Start>>Run, type regedit and click OK. Before making any changes to the Registry, it is recommended you first export a backup of the key being modified. Simply right click on the key, select Export, select a location for the backup file, enter a name for the file, and click Save.

* Go to the HKEY_LOCAL_MACHINE\SOFTWARE\FrontRange Solutions\HEAT SelfService key and delete the following entries, then save the registry and exit:

• LD
• SD
• WD

* Start the World Wide Web Publishing service.
* Open the HEAT SelfService Configuration Tool to recreate the registry keys and the catalog file.

Login and test the new attachment setup functionality.

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