Once you have migrated your helpdesk from version 4.4.5 to v5.1, here are some points about the new version that you should be aware of.

*If you do not already have the V4.x.x Migration Readme, please download it from this article

1. Accessing the helpdesk

The helpdesk will be accessible in the domain name that you had provided in the init_hdp.sh step during the installation stage.

This would require a domain name like support.yourcompany.com or helpdesk.yourcompany.com. Check with the domain name registrar for your company on how to get the required subdomain. It may take upto 72 hours for the domain name changes to take effect. The helpdesk can be accessed using the domain name only after this.

Once the domain name is created, it should be pointed to your public IP address. Typically this is done by adding a DNS A Record.

If the Helpdesk Pilot VM is behind a router, port forwarding has to be done on port 80 to allow access to the helpdesk via browsers. If the “email integration via forwarding” feature is to be used, then port forwarding needs to be done on port 25 also.

If any firewall is used, the above mentioned ports need to be opened on it.

2. Login

You can access the staff/admin panel at http://[helpdesk pilot domain name]/staff and login with the same credentials as you used to before the migration.

3. Account administrator

Helpdesk Pilot v5 has an Account Administrator, something which was not present in the previous versions. The Manage >> General page and the settings present there can only be edited by the account administrator. You can check who the account administrator is, on this page and you will need to login as that user to make changes. The account administrator can also change the ownership to another staff user, by selecting them from the drop down and saving the settings.

4. Categories and Mailboxes

Go to Manage > categories to see all the categories on your help desk. We recommend you validate each mailbox setting by checking the mailbox type and using the Test Connection feature to check if login works.

5. Outgoing emails

Please provide a unique SMTP account in the Manage >> General page >> Outgoing Email Settings area for authentication via this account for all outgoing emails. This should not be one of the category email IDs.

6. LDAP Active Directory configuration

If you had previously installed the LDAP plugin for Helpdesk Pilot, the Active Directory (AD) configurations would have been migrated. We request you to login via the "Local" administrator user and verify the LDAP configuration as per the article AD LDAP Configuration. 

If your staff users are unable to login via their active directory credentials, please send us an email(with the Subject that has been filled) and we will let you know how to proceed further.

7. Troubleshooting section

Logged in as the account administrator, you can find the troubleshooting link on the right in the Manage >> General page. Click on this page to send an test outgoing email with an SMTP set in the helpdesk instance, to confirm that outgoing emails work.