Halo Service Desk Tech Spec
Overview of requirements to host on-premise
System Overview
Halo Service Desk is a Windows product, so it can be installed and will work in any Windows environment. Whether that is a Windows Server, PC or Laptop, physical or virtual machine. We can host it for you, but if you want to host it yourself, you’ll need to know what we recommend.
The list below will give you the basic overview of what is needed, and more detailed information follows. As with all software, the better the machine, the better it performs. We use Microsoft SQL Server as a database, so you need to make sure that your server where data is stored, has the best resources to run queries of data held in it.
Minimum Requirements
- Operating System: Windows 7, 8, 8.1, 10, Server 2003, Server 2008, Server 2012, Server 2016.
- Web Interfaces: Compatible with most leading web browsers, including IE, Edge, Chrome and Firefox
Halo Service Desk runs on any 32/64bit platform, with a minimum of the specifications above. Like any software, the better the specification, the more efficient Halo Service Desk will run. Please increase resources on this server accordingly to cater for usage in your environment.
Database Installation
Halo Service Desk uses a Microsoft SQL Server database. This is suitable for a larger number of concurrent users, and gives better performance over WANs. It requires either Microsoft SQL Express (a free cut down version of Microsoft SQL server system with a 10GB database size limite) or Microsoft SQL Server Full Version.
PLEASE NOTE: The speed of querying the database is a key factor in the speeds experienced inside the Halo Service Desk program. Please increase resources accordingly to cater for usage in your environment.
The database can be installed on a separate server to the application installation. See relevant guides for assistance with this, or speak with any member of Halo Service Desk to clarify, if needed.
Application Installation
Halo Service Desk runs on any 32/64bit platform, with a minimum of the specifications above. Like any software, the better the specification, the more efficient Halo Service Desk will run. Please increase resources on this server accordingly to cater for usage in your environment.
Data Link File
When installing Halo Service Desk, make sure the data link (HaloServiceDesk.udl by default) file uses a SQL Administrator account for ease of use, and significant reductions in permission-related issues. Using Windows Authentication to connect Halo Service Desk to the database has potential to cause issue, especially if not addressed correctly. Speak with any member of Halo Service Desk to clarify, if needed.
Local Workstation Key Files Installation
After the installation, your Agents can run the shortcut through Windows Explorer screen from the server Halo Service Desk folder share. Halo Service Desk will then install some key files locally on each machine from the shared folder. Depending on your local setup, they may need to be a local administrator to do this. As with the main installation folder, the better the machine it is installed on, the better the program will run.
Future Upgrades Planning
Upgrades of Halo Service Desk can be done automatically from the interface itself, or manually via a simple file replacement procedure. If Agents have Halo Service Desk installed locally on their workstations as above, Halo Service Desk will automatically update their local copies when done on the server centrally. Deviations of this, such as virtual environments, appropriate action will be needed so the Agent can work on the latest version. Speak with any member of Halo Service Desk to clarify, if needed.
Event Notifications
For Agents to be notified by the database of significant ticket life cycle events, a series of notifications can be sent when chosen, via multiple platforms, such as email and/or SMS. There is also a local workstation application called Notify that can be run on Agent’s local workstations. If the program is installed on a machine that is not in your domain (such as external data centres, or Halo Service Desk hosted platform), Notify may not run, or be available to use. Speak with any member of Halo Service Desk to clarify, if needed.
Web Browser Interfaces
The Web Interface to Halo Service Desk runs as a CGI program. This runs on an Microsoft IIS web server. The Web browser can be any browser, including Google Chrome, Mozilla Firefox, Apple Safari and Internet Explorer. A mobile interface is also shipped that is optimised for smaller screens of any Smartphone, including iPhone, BlackBerry and Android.
Smartphone Apps
The smartphone apps will install a database on the handset for offline working, and this database’s size is directly related to the data you store. Make sure your Agent’s handsets have access to the local data storage, and has enough space to cope with the data downloaded. The better the handset, the better the app will run. Make sure to do any database validations on Wifi access, so as not to unnecessarily impact your network data allowance. Once done, the app can then be used via Wifi and/or network data connection.
Should you need any assistance with this, or any other feature in Halo Service Desk, simply contact us. We want you to get the most from the product, and our teams are always happy to help.
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