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Users

Setting up end-users to log calls against, and allow them to access the self-service web interfaces, there are several ways of achieving this.

If you’re migrating to NetHelpDesk from another product, it will be worth reading the “Migrating To NetHelpDesk” section of this guide, to see if you can reduce your admin, and import users quickly. The following takes you through manually adding Areas/Sites/users and also Active Directory/Lightweight Directory Access Protocol (LDAP).

Importing Existing Data Using Excel Spreadsheets

With NetHelpDesk, you can import all of your existing data using our pre-formatted Excel spreadsheets.

Some of these spreadsheets can be tailored to include the fields you need. Template spreadsheets are available in the Win folder of your NetHelpDesk installation or can be downloaded from:

www.nethelpdesk.com/importxls

Instructions on use are contained inside the files themselves.

The files have instructions on how to use them inside the documents. There are a lot of customisable fields

What you can import from the spreadsheets:

Users 1

Once the preformatted spreadsheets are populated with your data, open up NetHelpDesk, and go to Tools > Import and select the relevant option for your import. Validate to test the data first.

Creating a Customer/Site/General User

After the basic set-up, creating Customers, Sites and User levels will be necessary, to log calls against.

IMPORTANT: A General User is essential for every Customer and Site, as much activity in NetHelpDesk is linked to this user. We will create additional users after this section.

There are several ways of populating existing Clients/Areas, Sites and Users. One is using our Active Directory integration, detailed in this guide.

Alternatively, it is possible to import Clients, Sites and Users from pre populated excel spreadsheets using the Users part of the main configuration area, or using the import facility from the Tools ribbon on the main screen. Some of these spreadsheets can be tailored to include the fields you need.

Template spreadsheets are available in the Win folder of your NetHelpDesk installation or can be downloaded from www.nethelpdesk.com/importxls Instructions on use are contained inside the files themselves.

To populate the treeview manually:

  1. Right click on the icon of the globe called Areas or Clients, and select New Area or New Client.
  1. In the New Client screen, add the name of the Client, the site name and leave the Main User at Site as General User. These three parts are mandatory at this stage.
  1. The Domain Name is also useful for unknown users at that Customer. This will ensure that they are assigned to the Customer, and the General User.
  1. All additional information is not essential here, and can be added at a later time.

Creating a New Site

Once the Customer is created, it may be necessary to add different sites. These can specify anything considered second level information. E.g. City, Town, Department etc.

  1. Right click on the Customer Name. Select New Site.
  1. Add the name required, and here the Main User at Site field doesn’t need to be General User. This will be automatically created whether Main User at Site field is completed, or left blank.
  1. Click OK.

Creating a New User

  1. Under each site, creating additional users above and beyond the General User will allow for calls to be assigned to users based on their e-mail addresses.
  1. Right click on the Site Name. Select New User. Input the User Name as a mandatory field.
  1. All additional information is not essential here, and can be added at a later time. Click OK.

Integrating with Active Directory / LDAP

To synchronise or import user details from an LDAP directory, such as Active Directory (AD):

  1. Set the default LDAP import query string in N > Setup > Advanced Options > Advanced System Settings > Active Directory / LDAP Settings. This string will be used as the default for any new sites.
Users 2
  1. There is a LDAP/AD Field Mapping button that can help you populate this field. You may need to engage the input of the person maintains your AD
  1. Once done, you can click on the Setup LDAP Sites and Connection button, to map sites to parts of your AD.
  1. How you structure the treeview in NetHelpDesk does not have to necessarily reflect the structure in your AD, but if your AD is well structured and maintained, the import will be straight forward.
  1. At the site level, right click and Edit Site and Services and specify the LDAP Import String and Filter inside [] field query string as required.
  1. Click Update, right click on the site level, and then Sync to LDAP.
  1. Any users that match the query string will be regarded as being at that site.
  1. A screen showing the users allows you to further restrict who is imported, and a LDAP filter can be setup if you need to have more control over which users are imported. This is done as the end part of the LDAP string, and uses square brackets.
  1. Put the filter along with an 'and' condition inside [ ] at the end of the string.

e.g.: LDAP://CN=Users,DC=MyADdomain,DC=co,DC=uk[and department='Finance']

  1. You can import each site separately, or use the 'LDAP sync all sites' option on the main file menu.

Here is another example of the AD tree and associated LDAP string:

LDAP://ou=guest,ou=hq,ou=sci,DC=adw2k1,DC=co,DC=uk

The order of the OU's is important. It is case insensitive.

LDAP Fields

  1. The LDAP fields or attributes are matched to NetHelpDesk fields using the LDAP matching table in the setup screen.
  1. This allows you to choose how the Active Directory fields are related to the NetHelpDesk fields.
  1. The LDAP field names can be found out using the ADSIedit program which comes with Windows.

PLEASE NOTE: The label seen in active directory is different to the field name quite often:

CN - Common Name

CN=Guy Thomas. Actually, this LDAP attribute is made up from givenName joined to SN

description

What you see in Active Directory Users and Computers. Not to be confused with displayName on the Users property sheet.

displayName

displayName = Guy Thomas. Avoid this attribute if possible, as it can be confused with CN or description.

DN - also distinguishedName

DN is simply the most important LDAP attribute. CN=Jay Jamieson, OU= Newport,DC=cp,DC=com

givenName

First name

homeDrive

Home Folder : connect.

name

name = Guy Thomas. Exactly the same as CN.

objectCategory

Defines the Active Directory Schema category. For example, objectClass = Person

objectClass

objectClass = User. Also used for Computer, organizationalUnit, even container. Important top level container.

physicalDeliveryOfficeName

Office on the user's General property sheet

profilePath

Roaming profile path: connect

sAMAccountName

sAMAccountName = guyt. Old NT 4.0 logon name, must be unique in the forest. Can be confused with CN.

SN

SN = Thomas. This would be referred to as last name or surname.

userAccountControl

Used to disable an account. A value of 514 disables the account, while 512 makes the account ready for logon.

userPrincipalName

userPrincipalName = guyt@CP.com Often abbreviated to UPN, and looks like an email address. Very useful for logging on especially in a large Forest. Note UPN must be unique in the forest.

Exchange Specific LDAP attributes

homeMDB

Here is where you set the MailStore

mail

An easy, but important attribute. A simple SMTP address is all that is required billyn@ourdom.com

mAPIRecipient - FALSE

Indicates that a contact is not a domain user.

mailNickname

Normally this is the same value as the sAMAccountName, but could be different if you wished. Needed for mail enabled contacts

mDBUseDefaults

Another straightforward field, just the value to:True

msExchHomeServerName

Exchange needs to know which server to deliver the mail. e.g: /o=YourOrg/ou=First Administrative Group/cn=Configuration/cn=Servers/cn=MailSrv

legacyExchangeDN

Legacy distinguished name for creating Contacts. In the following example, Guy Thomas is a Contact in the first administrative group of GUYDOMAIN: /o=GUYDOMAIN/ou=first administrative group/cn=Recipients/cn=Guy Thomas

proxyAddresses

As the name 'proxy' suggests, it is possible for one recipient to have more than one email address. Note the plural spelling of proxyAddresses.

targetAddress

SMTP:@ e-mail address. Note that SMTP is case sensitive. All capitals means the default address.

showInAddressBook

Displays the contact in the Global Address List.

Other LDAP attributes

c

Country or Region

company

Company or organization name

department

Useful category to fill in and use for filtering

homephone

Home Phone number, (Lots more phone LDAPs)

l (Lower case L)

L = Location. City (Maybe Office)

location

Important, particularly for printers.

manager

Boss, manager

mobile

Mobile/Cell Phone number

ObjectClass

Usually User, or Computer

OU

Organizational unit. See also DN

postalCode

Zip or post code

st

State, Province or County

streetAddress

First line of address

telephoneNumber

Office Phone

Issue with Child Domains

  1. When logged into one domain, if you try and do an LDAP sync to a child domain, then no users are listed. There is no error message.
  1. This is because the default domain context is taken to be the domain into which you are logged. This can probably be fixed by logging into the child domain.
  1. Alternatively, specify the FDQN of the domain in the LDAP string. For example, it is possible to explicitly specify the FDQN of the LDAP server in the string.

So instead of: LDAP://CN=Users,DC=adw2k1,DC=co,DC=uk

You can say: LDAP://adw2k1.co.uk/CN=Users,DC=adw2k1,DC=co,DC=uk

  1. Put the child domains FQDN in the string instead to query the child domain.

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