Installation Steps:

Step 1. Run the setup.exe to start the installation. Click Next to Continue. If Outlook 2003 or later is not installed, the setup wizard will not be able to proceed.

Step 2. In the 'Installation Option' dialog, select the optional feature Install 'Managerial Pack' and click Next.

Step 3. In the 'Customer Information' dialog, you will be prompted to select if the application has to be installed for all users or only for yourself (current user).

- The application will be installed for all users of the system i.e., every user in that particular system will be able to use the installed application. This requires a local administrative rights on the part of the current user. Also, note that, the application will be installed under the Program Files folder by default. (eg. C:\Program Files\AssistMyTeam\SupportCalls System).

- The application will be installed only for the current user (yourself). With this option, the application will be installed under the user's application data subfolder  by default (eg. C:\Documents and Settings\Username\Application Data\AssistMyTeam\SupportCalls System). To use the application by another user on the same system, the user needs to again install the application on their own application data subfolder and will be available for that user only.

Step 4. Select the appropriate destination folder where the application files will be installed. If you change the default folder path, please make sure you have appropriate permission.

Step 5. Once you have verified the previous steps, click Next to continue the files extraction. It may take a few minutes to complete the whole copying process.

Step 6. Click 'Finish' to proceed to the server configuration in Microsoft Outlook.

Step 7. A folders Installation Wizard dialog (as seen below) enables you to customize the name of the parent folder that will be created. By default, it has a title of 'SupportCalls'.

Step 8. Clicking 'Next' button would enable you to select an Outlook parent folder where the specified SupportCalls root folder would be created. If Microsoft Outlook is not already opened, it would be started automatically.

The tool would then copy SupportCalls subfolders, forms & designs, views etc. from the SupportCalls PST template file (SupportCallsPST.pst). It would look like the followings layout:

Now that you have installed - SupportCalls files into your system and SupportCalls folders into your public folder or mailbox, you as a helpdesk manager, would need to configure the permission level of each SupportCalls folder, namely, the History, KB, Ongoing Cases, Resolved Case, Schedules and Settings. By default, the permission on each subfolder for all users is set to 'Author'. Only the user (manager) who had performed the installation, has got 'Owner' permission. Hence, it is this user (manager) who would need to grant permission to the folders for all members of the helpdesk team. Without a proper permission structure defined, technicians accessing the SupportCalls folders would not be able to perform most of the helpdesk tasks such as creating new support cases, working on their assigned cases etc.

The following table summarizes what permission levels are required on each folder:

*Technicians with admin access may be required to create new calendars in this folder when the 'Maintain technicians due date schedule' is enabled in Automation options.

Ideally, we recommend that a users group consisting of all technicians of the helpdesk be created such that helpdesk manager (owner) can easily assign permission to the group as a whole, instead of undergoing multiple steps of selecting and granting the same permission to each technician. In the example below, a group 'ServiceDesk' comprising of all helpdesk users is granted editor permission over the 'Ongoing Cases' folder.

The screenshot below lists all the files that are installed on the system. Notice, that, there are additional files which forms the managerial option pack - tools to configure and insall a new SupportCalls folder, which has to be performed only by the helpdesk administrator/manager.