If your Web Help Desk deployment requires database management features such as failover clusters, do not use the embedded PostgreSQL database included with Web Help Desk. Failover clusters are not available with the embedded PostgreSQL database.
If you use the non-embedded, non-default Microsoft SQL Server or MySQL as your primary database, install the database engine and management tools according to the instructions included with your software. Install the database on a dedicated drive with at least 20 GB of space to accommodate the database engine, management tools, help desk tickets, and ticket file attachments.
You can also configure Web Help Desk to use a new SQL Server database instance on an existing SQL Server.
SQL Server and Web Help Desk can reside on the same server or on a separate server.
If you use the non-embedded, non-default MySQL as your primary database, install the database and manually populate your time zone system tables with data.
Beginning in version 12.5, you can search for tickets using two new qualifiers: Due Date and First Call Resolution. These qualifiers rely on data located in four MySQL system tables:
These tables exist when you install MySQL in your deployment, but are not populated by default with data. Web Help Desk requires this data because Due Date and First Call Resolution qualifier logic is implemented from within the database. If the database is missing time zone data, these qualifiers will not work properly.
When you install your MySQL database, be sure to manually populate these system tables with time zone data. See the MySQL website and follow the instructions for MySQL Server time zone support.
You can check the system tables by executing the following query:
SELECT * FROM
If the query does not create new table rows, the tables are not populated with data.
Configure the following settings in the SQL Server Configuration Manager.
|TCP/IP Protocol||Enabled in SQL Server Network Configuration > Protocols for SQL 20xx|
|IP Address|| |
127.0.0.1 (if installed on the Web Help Desk server)
Server IP address (if installed on a separate server)
|TCP Dynamic Ports||Blank|
Configure the following settings in the SQL Server Management Studio for SQL Server to create and configure SQL Server to the Web Help Desk database instance.
|SQL Server and Windows Authentication Mode||Enabled|
|SQL Server Authentication: Password||Enabled and configured|
|SQL Server Authentication: Enforce password policy||Disabled|
|SQL Server Authentication: Enforce password expiration||Disabled|
|SQL Server Authentication: User must change password at next login||Disabled|