- Ability to run ionCube encoded files. For PHP5-PHP5.3, version 4 loaders are required, for PHP5.4+, v4.4 loaders are required.
- 1 MySQL database to hold the script tables. An existing database is fine. MySQL5+ is recommended.
- CURL support enabled for cron override options. If you don`t know what this is, don`t worry.
- Imap functions enabled on server for tickets to be opened by standard email.
- Simple XML functions enabled on server for XML API.
- JSON functions enabled on server for JSON API & Ajax responses. MUST be installed.
The installer will check what functions are available.
Step 1: Create MySQL Database
Step 2: Edit Connection File
Perform the following operations:
1 - Edit database connection parameters to point to the database you created in step 1. Contact your host if you aren`t sure. Prefix is required if you only have a single database. This might be something with an underscore. Its fine to leave the prefix as is, so don`t change if you aren`t sure. See notes in connection file.
2 - Specify character set for database. Can be left blank if preferred. Used for 'Set Character Set' and 'Set Names'. If you aren`t sure, utf8 should be fine. See notes in connection file:
3 - Specify locale for your database. Only really required to be changed if your language isn`t English. This will ensure text data in dates converted by MySQL is in your local language. For English, 'en_GB' should be fine for all. See notes in connection file:
4 - Specify secret key (or salt). This is for security and is encrypted during script execution. Random numbers, letters and characters are recommended. You can use md5 or sha1 functions for increased security if you wish. See notes in connection file.
5 - Specify cookie name for admin 'Remember Me' login. This is encrypted during script execution. Random numbers, letters and characters are recommended. Also set expiry time in days and whether cookies should only be set when a SSL certificate is detected. Leave name blank to totally disable the cookie option on admin login. See notes in connection file:
6 - The option to display MySQL errors should only be enabled if you are having problems. This will display the possible problem. As its a security risk to display MySQL errors because of server paths, this is disabled by default. Instead a simple message appears whenever a MySQL error occurs. Edit as required.
NOTE! At this point you should make sure that the file didn`t save with whitespace before the opening <?php tag or after the closing ?> tag. You should also make sure that your text editor does NOT save with the Bom Byte Order Mark. This can potentially fail PHP files and cause nothing to appear but a white screen. It is generally NOT recommended to edit files directly on the server via a control panel.
Step 3: Transfer Files to Server
Most good FTP programs auto detect 'ascii' mode for PHP files. However, if you are presented with an option, you should specify 'ascii' and not 'binary'.
- 'helpdesk' may be renamed if you wish.
- Files can also be uploaded to root of web server if you prefer. Open 'helpdesk' folder and transfer files.
Step 4: Permissions
For help on how to change permissions on a linux server using Filezilla, click here. You can change permissions in most good FTP programs or directly on the server via the control panel. Attachment locations can be changed later if preferred.
Step 5: Accessing the Installer or Manual Install
Follow the on screen instructions. At this point if you see an error message related to ionCube, you should refer to the ionCube section!
Alternatively, if you are an advanced user and you are familiar with executing SQL files, run the following file in your MySQL database management program.
docs/schematic/ms-schematic.sql (MySQL 5 or higher ONLY)
The following FREE applications can be used to administer MySQL databases:
HeidiSQL (Lightning fast Windows based software)
PHPMyAdmin (Installed on many servers as the default database software. PHP based.)
SQL Buddy (Lightweight PHP based software. Great alternative to PHPMyAdmin.)
MySQL Workbench (Alternative Windows based software from the MySQL creators. Also available for Mac.)
Sequel Pro (Mac)
Database Beaver (Windows/Mac/Linux)
NOTE: If you manually run the 'docs/schematic/ms-schematic.sql' file you do NOT need to access the install folder!
Step 6: Update Settings / Check Paths
An example if your website was at 'example.com/helpdesk/':
From the left menu select the following:
Settings & Tools > Settings > Helpdesk Settings
Check the following paths to make sure they are correct. The installer will have attempted to calculate these. If they haven`t or you ran the SQL file manually, these paths MUST be correct. Use the icon if you think a path is wrong and want the system to attempt to create it. Note that for attachment paths "FOLDER_NAME_HERE" should be changed to your actual folder name if renaming folders.
General > HTTP Installation Path
Attachments > Server Path to Attachments Folder
Attachments > HTTP Path to Attachments Folder
F.A.Q > Server Path to F.A.Q Attachments Folder
F.A.Q > HTTP Path to F.A.Q Attachments Folder
NOTE: A server path is NOT a http path. Examples of server paths would start:
You should also update any other settings to suit your requirements. Most options can remain as is for testing as the defaults should be fine.
Step 7: SMTP Settings
Settings & Tools > Other Options > SMTP
If you don`t have SMTP available on your server, there are a number of SMTP services around. Mandrill is a free SMTP service that allows 12,000 free emails a month.
Step 8: Crontabs/Cronjobs
Step 9: Update Administrative User for Manual Install
Step 10: Add Additional Support Team Members/Users
Step 11: Rename administration folder
1 - Manually rename the 'admin' folder to something unique. Letters, numbers, underscores or hyphens should be used, no special characters.
2 - Access the following page in your administration area via the left menu: Settings & Tools > General > Helpdesk Settings
3 - Enter your new folder name in the option 'Admin Folder Name'.
Step 12: Getting Started
Departments are all thats required to get the system ready for testing, once you have added 1 or more departments give the system a run through. Visitor accounts can be added manually if you wish, or will be created automatically depending on settings.
Maian Support offers a powerful, yet simple set of features for a fast, reliable help desk system. You`ll find links to relevant help pages via the 'Help' link in admin, which is found at the very top of the page.
Step 13: Templates/Colours/Images
Step 14: Language & Text
Step 15: API
Note that the tutorials are being updated all the time and sometimes may not be available.