Configuring Plesk Servers to Use Central Help Desk

Plesk servers managed with Plesk Expand would use their own Help Desk solution, unless you manually configure them to use the Central Help Desk.

To configure a Plesk server registered in Plesk Expand to use the Central Help Desk:

1. Open the /usr/local/expand/contrib/open_remote_helpdesk.php script in a text editor.
2. Set the EXPAND_HOST value to the full URL to your Plesk Expand installation.

   For example, https://my-expand.com:8442.

3. Copy the /usr/local/expand/contrib/open_remote_helpdesk.php file from your Plesk Expand installation to the Plesk server into the /usr/local/psa/admin/htdocs/tts directory.

   For example,

   # scp /usr/local/expand/contrib/open_remote_helpdesk.php root@your-plesk.com:/usr/local/psa/admin/htdocs/tts

4. Log in to the Plesk server and set proper file permissions and ownership:

   # chmod o+r /usr/local/psa/admin/htdocs/tts/open_remote_helpdesk.php

5. Follow Plesk Adminstrator Guide for instructions how to add a custom button initiating this script.

Now when users click this button in the Plesk control panel, the Central Help Desk user panel will open inviting a user to log in. Typically Help Desk user control panels allow submitting new tickets and viewing replies, but actual functionality depends on each specific Help Desk software.

If you have Plesk Help Desk enabled in your Plesk license key, you might want the Help Desk item in the Plesk navigation pane to open your Central Help Desk panel instead of Plesk Help Desk. To do this replace all the "native" files in the /usr/local/psa/admin/htdocs/tts directory with a symbol or a hard link to the /usr/local/psa/admin/htdocs/tts/open_remote_helpdesk.php file (but backup the original files somewhere).

The result shall be like the one demostrated below:

[root@plesk tts]# cd /usr/local/psa/admin/htdocs/tts

[root@plesk tts]# ls -l

total 3

lrwxr-xr-x 1 root root 24 Oct 31 2006 admin.php -> open_remote_helpdesk.php

lrwxr-xr-x 1 root root 24 Oct 31 2006 admin_edit.php -> open_remote_helpdesk.php

lrwxr-xr-x 1 root root 24 Oct 31 2006 admin_list.php -> open_remote_helpdesk.php

lrwxr-xr-x 1 root root 24 Oct 31 2006 cat_edit.php -> open_remote_helpdesk.php

lrwxr-xr-x 1 root root 24 Oct 31 2006 cat_remove.php -> open_remote_helpdesk.php

lrwxr-xr-x 1 root root 24 Oct 31 2006 cats.php -> open_remote_helpdesk.php

lrwxr-xr-x 1 root root 24 Oct 31 2006 client.php -> open_remote_helpdesk.php

lrwxr-xr-x 1 root root 24 Oct 31 2006 client_edit.php -> open_remote_helpdesk.php

lrwxr-xr-x 1 root root 24 Oct 31 2006 client_post.php -> open_remote_helpdesk.php

lrwxr-xr-x 1 root root 24 Oct 31 2006 conf_edit.php -> open_remote_helpdesk.php

lrwxr-xr-x 1 root root 24 Oct 31 2006 gl_list.php -> open_remote_helpdesk.php

lrwxr-xr-x 1 root root 24 Oct 31 2006 mail_gate.php -> open_remote_helpdesk.php

-rw-r--r-- 1 root root 2766 Aug 10 17:53 open_remote_helpdesk.php

lrwxr-xr-x 1 root root 24 Oct 31 2006 pr_edit.php -> open_remote_helpdesk.php

lrwxr-xr-x 1 root root 24 Oct 31 2006 pr_remove.php -> open_remote_helpdesk.php

lrwxr-xr-x 1 root root 24 Oct 31 2006 prs.php -> open_remote_helpdesk.php

lrwxr-xr-x 1 root root 24 Oct 31 2006 qu_edit.php -> open_remote_helpdesk.php

lrwxr-xr-x 1 root root 24 Oct 31 2006 qu_remove.php -> open_remote_helpdesk.php

lrwxr-xr-x 1 root root 24 Oct 31 2006 qus.php -> open_remote_helpdesk.php

Now, when your users clicks the Help Desk item in their Plesk navigation pane, they get the Central Help Desk user panel opened instead of Plesk Help Desk.