Using SQL Server database for storing Team Helpdesk Settings

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It is recommended to use a dedicated SQL Server database option, if you have a high number of users/technicians working on support cases, as it gives a better performance and is easily scalable.

For SQL server, the server name is mandatory. The Database name is optional. If it is left empty, a new database with the name ‘TeamHelpdeskSettingsDB’ would be created. If your SQL server is configured to use windows authentication (NTLM), then you can check the ‘Use Integrity Security’ option to let Windows manager the credentials to access the resources on the SQL server. One important aspect to consider when using a SQL server database is the accessibility by other technicians. That is, when other technicians install the Team Helpdesk Agent, they will automatically pick up these SQL server settings to connect to the database, and hence, it is important that the specified SQL server account here (if you are not using Integrated Security, that is) is usable by all the technicians as well.

Using Cloud based SQL Server database

You can also use cloud based SQL server service instead of on-premise such as Amazon RDS cloud service (They offer both free and paid accounts. For more, refer to https://aws.amazon.com/rds/)

For instance, below is our test MS SQL account with Amazon RDS. Once you have signed up and created a MS SQL database, input the endpoint URL as server in our app. Make sure, you suffix the port number after the endpoint as “,1433” so that the full URL in the server name would be ‘XXXXXXXXXXXXXXXXXXXXXXXXX.rds.amazon.com,1433’.

And here is screenshot sample in our app, on how to connect to cloud based SQL server such as Amazon RDS.

NOTE: Most cloud based SQL server provider will not allow connection to the database instance from outside IP addresses. You will need to modify the security setup of your cloud based SQL server to allow (inbound/outbound) connections from your IP addresses.

For easy configuration, I would recommend that you try connecting your cloud based SQL server database through your SQL management studio utility and once a connection is established successfully, it should be easy to implement with our app too.

Permission for Technicians/Agents on the SQL database.
Each of your helpdesk users/technicians should have both db_datareader and db_datawriter permission on the Team Helpdesk SQL database.

NOTE: When choosing a SQL server database for Team Helpdesk System, if you are not using the ‘Integrated Security’ (also known as Windows Authentication, or NTLM authentication), then it is very important that the particular SQL user account you use here, is usable by all Team Helpdesk Agents from different systems of the technicians.

If you have not setup a SQL Server for use with our app, refer to this KB article on how to setup one – Setting up a SQL Server Express for use with AssistMyTeam Collaboration Apps