ServiceDesk 7.1 Installation and Upgrade
Contents
1. File Action View Help je m Hi Ta Server Manager SD x Roles dj Features im Diagnostics ai Configuration E Storage E H Server Summary Computer Information Full Computer Name SD SYMEPM LOCAL Domain SYMEPM LOCAL Local Area Connection 192 168 1 13 Remote Desktop Enabled Server Manager Remote Disabled Management Product ID 55041 507 3894614 84483 Activated Do not show me this console at logon Security Information Windows Firewall Domain On Windows Updates Not configured Last checked for updates Never Last installed updates Never Servicedesk 7 1 Installation and Upgrade Server Manager SD a Get an overview of the status of this server perform top management tasks and add or remove server roles and features m a Server Summary Help amp Change System Properties i View Network Connections m Configure Remote Desktop EN Configure Server Manager Remote Management Wf Go to Windows Firewall lt gt Configure Updates 4 Check for New Roles a Run Security Configuration Wizard dp Configure IE ESC Page 8 of 37 12 When presented with the Windows Firewall with Advanced Security interface click Windows Firewall Properties B Server Manager File Action View Help e 5g zi Server Manager SD Windows Firewall with Advanced Security gt Roles ai Features F m Diagnostics t Windows Firewall with A2. amp CPU Limit Limit Action Limit Interval minutes Processor Affinity Enabled Processor Affinity Mask E Process Model Identity Tiie Cum mile onim teow a e Buik in account Loc User name SYMEPM SDSERVICE Password f Advanced Settings 3 FS Application Pool Identity 2 x ApolicationPoolIdentity eee t Confirm password 20 Change the Default Application Pool Managed Pipeline Mode to Classic v2 0 False Integrated Derault ppPoo 1000 True 0 NoAction 5 False 4294967295 ApplicationPoolldentity n amp General NET Framework Version Enable 32 Bit Applications Managed Pipeline Mode Name v2 0 1000 Queue Length Start Automatically True EB CPU Limit 0 Limit Action NoAction Limit Interval minutes 5 Processor Affinity Enabled False Processor Affinity Mask 4294967295 E Process Model Identity SYMEPM SDSER VICE Idle Time out minutes 20 Load User Profile False Maximum Worker Processes 1 Ping Enabled True Ping Maximum Response Time seconc 90 Ping Period seconds 30 Shutdown Time Limit seconds 90 Starbun Time Limil seconds AN Managed Pipeline Mode managedPipelineMode Configures ASP NET to run in Classic Mode as an ISAPI extension or in Integrated Mode where managed code is integrated into the request processing pipeline Servicedesk 7 1 Installation and Upgrade 19 Change the Default Application
3. ServiceDesk 7 1 Installation and Upgrade Using Domain Service Credentials A Step by Step Guide Contents ServiceDesk 7 1 Installation and Upgrade Using Domain Service Credentials A Step by Step Cui 1 ead c 1 ServiceDesk 7 1 Server Installation Pre requisites esee eere eene nete tn tn tntnns 2 ServiceDesk 7 1 Server Installation and Upgrade Procedure seen 3 ER e a E X 3 Server Roles Features amp webservices setup esssssscsssssessssseccesseesseseseseeseecnearesseeeeseseseeeseeecasasasneneseseseeeseeaees 3 SERVICEDESK Installation PY OC CSS neno a pti cetus iuum coder mee Dicet odr sete 14 TIMEOUT NOTE E coon 25 SERVICEDESK UPGRADE PROGE SS uumisteu ium E E E Dens Uu tU Pn red UTE DTE E 32 Overview This guide is designed to step the reader through installation or upgrade of the Symantec ServiceDesk 7 1 product using a domain based service account This guide also has details and can be used to install the application using either a locally installed version of Microsoft s SQL Server or an SQL install on a separate server Please read the steps that are contained in this guide prior to performing the installation so that you can familiarize yourself with the procedure Depend
4. Enterprise Services and NET Framework 3 5 1 Servicedesk 7 1 Installation and Upgrade Page 4 of 37 4 When prompted to Add features required for Application Server Click Add Required Features Add Roles Wizard x Add features required for Application Server fou cannot install Application Server unless the required Features are also mstalled Features Descriptio 2 MET Framework 3 5 1 Features Microsoft NET Framework 3 5 1 combines MET Framework 3 5 1 the power of the NET Framework 2 0 APIs dg with new technologies for building E Windows Process Activation Service applications that offer appealing user Process Model interfaces protect your custamers personal identity information enable seamless and HET Environment EM l secure Communication and provide the Configuration APIs ability to mode a range of business processes 5 In the subsequent Add Roles Wizard UI for Select Role Services select Web Server IIS Support and click Next Add Roles Wizard xi ic Select Role Services Before You Begin Select the role services to install for Application Server Server Roles Role services Description Application Server T Web Server 11S Support enables Application Server to host internal or external Web sites and Web services that communicate over HTTP It Web Server IIS TCP Port Sharing includes support For ASP NET Role Services EN Windows Process Activation Service
5. esee s is SSSC S Local Syste Confirm password ZO Ges 3 23 Reboot the server 24 Login to the server with the Installation Account Servicedesk 7 1 Installation and Upgrade Page 13 of 37 SERVICEDESK INSTALLATION PROCESS 25 Browse to the SMP 7 1 Server using Internet Explorer MGT SYMEPM LOCAL Symantec Management Console Wind Gc Vie http mgt altiris console yy Favorites p Suggested Sites 4B Web Slice Gallery 7 MGT SYMEPM LOCAL Symantec Management Console H Console Home Manage Actions Reports Settings Help 26 In the SMP UI click Settings gt All Settings and then drill into the ServiceDesk settings Click Altiris ServiceDesk 2009 exe to download the file Save the file to a local path on the server preferably the desktop g gt http mgt altirisfconsole ed Sites v Web Sice Gallery v i Favortes 3 EH MGT SYMEPM LOCAL Symantec Management Console i ServiceDesk B Settings ServiceDesk Solutior amp C AgentsjPlug ins Total License Count 6 C AssetManagementWorkflows Deployment and Migration E Discovery and Inventory E Monitoring and Alerting C Notification Server amp re Incidents by Affected Resource Download ServiceDesk Installer C Service and Asset Management E 7 Asset Management Solution E CJ CMDB Solution amp ServiceDesk ore canali 27 Execute the file downloaded in step 26
6. 28 When the installer comes up select New Install and select Show Advanced Settings before clicking Next N ServiceDesk Setup Ez A Maintenance Se Please choose the installation options New full installation Upgrade E Upar ade Reinstall current ServiceDesk Uninstall Settings Use Settings File Iv Show Advanced Settings During Installation Prev next gt Cancel Servicedesk 7 1 Installation and Upgrade Page 14 of 37 29 Select all components and click Next E ServiceDesk Setup Li 30 Click Next on confirm IIS Restart N ServiceDesk Setup 5 esta t Confirmat n Install Location er Confiauratior m o Servicedesk 7 1 Installation and Upgrade L Server Roles Select the roles you want to grant to the server Iv Workflow Server V Background Processing M workflow Designer M ServiceDesk ITIL Core M Incident Management V Change Management V Problem Management V Release Management V ServiceDesk Portal M ServiceDesk Portal Database be ee B IIS Restart Confirmation Internet Information Services Restarting Installation requires Internet Information Services IIS to be restarted The server will be unavailable while installing Click Next if you want to continue Cancel nes E Page 15 of 37 31 Set the Server Configuration for your ServiceDesk installation Most leave the Web Site set to the Default Web Site S
7. Manager Configuration Se Setup Process Manager Configuration settings Virtual Directory Type in the name of the Process Manager virtual directory leave blank if you wish to create only default virtual directory ProcessManager Shortcuts MV Desktop Quick Launch User Welcome Message Send welcome messages to users as they re added to the portal Critical Errors IV Use Process Manager for Critical Errors e Gens ca 40 Review the Process Manager Authentication NOTE Atthe time of this document changing the Administrator Login password or name will result in a failed installation If the administrator login password needs to be changed this should be done after the installation is completed www symantec com docs TECH146586 NOTE Atthe time of this document selecting Active Directory for the authentication type may cause the installation to fail If Active Directory Authentication is desired this should be configured after the installation is complete http www symantec com docs TECH148103 Servicedesk 7 1 Installation and Upgrade Page 20 of 37 XE ServiceDesk Setup A Process Manager Authentication we Please Setup Authentication Configuration Administrator Login User ID fadmin logicbase com Password pue Retype Password Bee Authentication Type Native C Active Directory cre cmn 41 Review the WorkFlow Persistence settings Do not make any changes SQL persistence i
8. Server joined to the same domain as the SMP 7 1 Server e Network Configuration o IPV4 o Static IP Address o Name resolution services DNS o Internet connectivity o Connectivity to the SMP server o GBNIC e Database instance o MS SQL 2005 or 2008 MS SQL 2008 R2 X64 recommended Analysis services optional GB NIC o Located on same subnet as ServiceDesk server NOTE This is optional but highly recommended o On box or off box SQL instances supported o SArights to the DB instance are required for installation e Domain Accounts o Installation Account Domain Account with SA rights to the DB instance and administrator rights to the new ServiceDesk server o ServiceDesk Services Account Domain account with SA rights to the DB instance Servicedesk 7 1 Installation and Upgrade Page 2 of 37 e E mail account o Primary e mail account for the ServiceDesk mailbox for monitoring and sending e mail from the system o SMTP server connectivity o POP or IMAP mailbox for monitoring optional ServiceDesk 7 1 Server Installation and Upgrade Procedure Instructions Please note that the steps for installation and upgrade assume a new Servicedesk Server This is not an in place procedure Also note that the steps are the same until Step 47 at which the installation process continues See Page XXXX for the remaining steps to complete an upgrade SERVER ROLES FEATURES amp WEBSERVICES SETUP CAUTION Follow very c
9. Services Connection Restart Confirmation ESI cation Data Source mgt symepm local erver Configuration Database ProcessManagerAnalysis Vorktiow Designer Tasks Test Analysis Services Connection Test Success Note Advanced Cube Reporting now requires that IT Analytics be Installed The connection parameters entered here are for the IT Analytics database IF you do not yet have IT Analytics installed you can repeat this process when it is installed or you can enter the connection parameters here and verify them later lt Prev next gt Cancel 38 Configure System Accounts Access by Removing checks from ALL items Then enter the ServiceDesk Service Account and use the add button to enter it in the list Make certain ONLY the ServiceDesk Service Account is checked before clicking Next E ServiceDesk Setup LX M System Accounts Access Se Specify which accounts on your system will be granted access to database ASPNET NETWORK SERVICE E 11S APPPOOL DefaultAppPoal IIS APPPOOL Classic NET AppPool lv SYMEPMISDSERVICE Specify additional account if needed and press Add sywEPMispsERvICE Add cre O a Servicedesk 7 1 Installation and Upgrade Page 19 of 37 39 Review the Process Manager Configuration NOTE At the time of this document changing the Virtual Directory Name for Processmanager will result in a failed installation AE ServiceDesk Setup xi A Process
10. Support applications that can be accessed via J HTTP Activation a Web browser such as Internet Confirmation a Explorer and Web services built using E Message Queuing Activation Windows Communication Foundation PRESS _ TCP Activation WCF Results _ Named Pipes Activation LJ Distributed Transactions L Incoming Remote Transactions Outgoing Remote Transactions _ WS Atomic Transactions More about role services Servicedesk 7 1 Installation and Upgrade Page 5 of 37 6 When prompted to Add role services and features required for Web Server IIS Support Click Add Required Role Services x Add Roles Wizard Add role services and features required for Web Server IIS Support Role Services Application Server 5 Windows Process Activation Service Support Web Server I5 E Web Server 4 Management Tools HET Framework 3 5 1 Features WEF Activation fou cannot install Web Server I5 Support unless the required role services and features are also installed Description Application Server provides central management and hosting of high performance cestributed business applications such as those built with a pus Services and MET Framework Add Required Role Sevice f Cancel A 7 Continuing through the Add Roles Wizard on the Select Role Services page add IIS 6 Management Compatibility and make certain all subcomponents of the role service are selec
11. the text box provided below Add Completed Success Remove Training Required Remove Review Documentation Remove No Fauk Found Remove Monitoring Required Remove Advice Given Remove 54 Do not include sample data if this is a production system install Click Continue ation Steps o Welcome to Symantec ServiceDesk Installation We Installation Sample Data Collection Ve aor Sample Data Configuration Install Sample Data lect Information e install Sample Data creates sample data for ServiceDesk This process adds the following 1 Sample Us ers 2 Sample Organization Units Sample KB Categories 4 Sampleincidents 5 Sample Problems 5 Sample Change Requests 7 Sample KBRequests Domain Name yourdomain com e g e g symantec com Do not include the in the address Back Servicedesk 7 1 Installation and Upgrade Ni ServiceDesk Setup PS Page 30 of 37 55 Review the installation and click Install NOTE If presented with an exception on collection handling click Try Next Step This can happen if in a single server environment for SMP This will not impact the install in a negative way R ServiceDesk Setup xi og Welcome to Symantec ServiceDesk Installation Installation Component Review Installation Preview Below is a review of the portions you have chosen to install Please click Install to begin the installation pro
12. 3 SD Feeder WindowsE Templates File Fr SD FollowTheSun iea File Fe ani Add Catalog Items model MODE 2 lad Groups ME MODE 2 SD IncidentMigra ug a HERE PO RON MES LogicE SD IncidentMigrator 5D KBMigrationProces o SD KBMigrationlWizar iii ii alai SD KBESubmissian il aspx ASP SD KnowledgeBaseSe S Form aspx ASP N SD LoginFailureForm GEtDB Connection String model MODE SD ManageR ecurringi is Global asax ASP h 3 SD MonitorMigratedIr GlobalData data DATA SD NotifyGroupsOnAl i amp htmlend htm HTML SD PlugIn Discussion JPrimary model MODE SD ProblemManagem oject Deployed DEPLC Bs sD Reoccur rringChanc 3 StartDialog aspx ASP N 2 sD Reopenincident 8 uninstall exe Applic ee _ Update Application Properties model MODE F SD ResetPassword ae les Update DB model MODE SymWe ebir r d _ Update Group ID model MODE _ Update Portal Pages model MODE E R1 UpgradePIWSetup 5ymWorkflow Symar El web config XML C H LUSTI TOTS Ge H Images Servicedesk 7 1 Installation and Upgrade Page 33 of 37 AN Upgrade ServiceDesk Settings To Update ServiceDesk Settings ServiceDesk Setup will now configure your new application properties and create new database tables Please select the Start button below to begin the update 4 Click Start 5 You will see all of the settings being updated 6 You may encounter a screen as shown below Servicedesk 7 1 Installation and Upgrade
13. December 2008 c SQLServer2005 XMO x64 msi Microsoft SQL Server 2005 Management Objects Collection from December 2008 17 Launch the Windows 2008 Server Manager and drill down to Configuration Local Users and Groups Groups Add the ServiceDesk Service Account to the local Administrators group Administrators Properties ia Server Manager SD 3 Roles Select Users Computers Service Accounts or Groups xi 3 gj Features Hm ew Diagnostics Select this object type Configuration a pork RN Users Service Accounts or Groups Object Types Windows Firewall with Adv a bers are authorized to perform i I C Services bers are allowed to launch acti From this location Gi WMI Control bers of this group can read eve SYMEPM LOCAL a Locations E Local Users and Groups ts have the same access as me C Users in group used by Internet Infor 75 Groups bers in this group can have som Enter the object names to select examples 3 ES Storage Hi Performance Log Users Members of this group may schedule Service Desk SQL Service SDSERVICE SYMEPM LOCALY Check Names He Performance Monitor U Members of this group can access p Power Users Power Users are included for backw ie Print Operators Members can administer domain prin af Remote Desktop Users Members in this group are granted t h Replicator Supports file replication in a domain
14. Hr users Users are prevented from making ac Advanced Cancel 18 Launch the Internet Information Services IIS Manager and access the Default AppPool Advanced Settings tH Internet Information Services IIS Manager G C i SD gt Application Pools m File View Help wy lication Pools L e 2 amp P App P Add Application P GS Start Page Set A tion Pi a P SD SYMEPMialtadmir This page lets you view and manage the list of application pools on the server Application pools are 3 Bimi HH E A associated with worker processes contain one or more applications and provide isolation among Application Po E Application Pools different applications H a Sites X P Start Filter X Go eyShow All Group by No Grouping Y B Stop Name Status MET Frame Managed Pipeli Identit li Recycle E Classic NET App Started v2 0 Classic ApplicationPoolIden O DefaukAppRod hene eon it Edit Applicatioi L3 Add Application Pool E Basi Settings Set Application Pool Defaults Recycling Advanced Settinc i Rename B Stop l X Remove gt 2 Recycle ee Basic Settings View Applications e Help Online Help 3X Remove View Applications Servicedesk 7 1 Installation and Upgrade Page 11 of 37 f Advanced Settings El General NET Framework Version Enable 32 Bit Applications Managed Pipeline Mode Name Queue Length Start Automatically
15. Page 34 of 37 gh Upgrade ServiceDesk Settings Update ServiceDesk Settings Process Manager is refreshing the profile service after being updated This can sometimes take a few minutes The upgrade process cannot continue until this service is available If service is available and the 7 1 application proprties have allready been added to ServiceDesk you may skip this step of the installer To continue checking dick the try again button If the problem persists contact ServiceDesk Support Servicedesk 7 1 Installation and Upgrade Page 35 of 37 7 Simply click on Skip then Cancel You will see a screen like the following one cw Upgrade ServiceDesk Settings k The Upgrade is Complete 8 You can click on Finished and your upgrade will be complete 9 Atthis point you should open and test any processes that you use regularly Servicedesk 7 1 Installation and Upgrade Page 36 of 37 Servicedesk 7 1 Installation and Upgrade Page 37 of 37
16. Pool Identity to the ServiceDesk Service Account Page 12 of 37 21 Access the Classic AppPool Advanced Settings a Internet Information Services IIS Manager G gt i SD gt Application Pools File View Help oe lication Pools kei i412 App iB add amp Start Page uem Set A 5 43 sp sYMEPMialtadmin This page lets you view and manage the list of application pools on the server Application pools are im HB associated with worker processes contain one or more applications and provide isolation among Appl S Application Pools different applications 1 S Sites Start Filter Go v Show All Group by No Grouping Y B Stop 2 Rech Edit Set Application Pool Defaults Basic A Rech l Adva St F Rena Recycle vo X Remc Basic Settings View e Help Onlin X Remove View Applications 22 Set the Classic AppPool Identity to the ServiceDesk Service Account Advanced Settings 21 xi El General NET Framework Version v2 0 Enable 32 Bit Applications False Managed Pipeline Mode Classic Name Classic NET AppPoc Queue Length 1000 li Start Automatically True 0 E FP 0 Application Pool Identity i 2 x L C Buk in account ApolicationPoolIdentity Custom account L f f I L j f f Ping Peri Set Credentials 2a x Shutdow User name Starbun Identity SYMEPMYSDSERVICE identityTy Password built in acet
17. a and click Next CAUTION Database replication can adversely impact scalability and or system responsiveness Database replication should be directed to a separate SQL instance from the installation instance and the ServiceDesk Service Account requires SA rights on the target instance for the replica in order to install properly Poor performance of the replica database WILL impact performance of the entire system Y ServiceDesk Setup E installation Steps GRALON OLEPS A Database Replication Agreement Se Please configure the replication For the Process Manager Database Mainte ance fer Roles Install Replication Database S Resta rt Confi mat n l install Location Database connection t CO fia aration Data Source mat symepm local Data Base Connect using Windows Integrated Security C MSSQL Server Security User ID Password Test sw ara Servicedesk 7 1 Installation and Upgrade Page 18 of 37 37 Configure Advanced Cube Reporting only if Analysis Services are loaded to the SQL instance If cube reporting is not desired or is not installed to the SQL instance leave these fields blank If cube reporting is desired and Analysis services are loaded to the SQL instance configure the connection verify that the test is successful and click Next Ri ServiceDesk Setup xi Installation Steps og Advanced Cube Reporting ense Agreeme nt ww Advanced Cube Reporting laintenance server Roles Analysis
18. below Application Server E Rale Services This server might need to be restarted after Ehe installation completes Web Server IIS Application Server Role Services NET Framework 3 5 1 Confirmation Web Server 11S support Windows Process Activation Service Support Progress HTTP Activation Results Web Server IIS i Find aut mare about Windows System Resource Manager WSRM and how it can help optimize CPU usage Web Server Common HTTP Features Static Content Default Document Drecbory Browsing HTTP Errors HTTP Redirection Application Development ASP NET ld Print j this informati lt Previous Next gt Cancel 9 Launch the Windows 2008 Server Manager and verify that the root node in the left pane of the UI is selected Then click Configure IE ESC in the right pane of the Server Manager UI L Server Manager 192 108 1 13 File Action View Help gt i ia Server Manager SD Server Manager SD g Roles g Features m Diagnostics a Get an overview of the status of this server perform top management tasks and add or remove server roles and features gj Configuration J ES Storage Server Summary Server Summary Help Computer Information j amp Change System Properties Ge yj i Full Computer Name SD SYMEPM LOCAL EK DOMOS m Configure Remote Desktop Domain SYMEPM LOCAL ay Configure Server Manager Remote Management Local Area Conne
19. cess Please be patient as this process can be lengthy depending on how full of an installation you have set up 30 45 mins Selected ServiceDesk Components w Setup Database w Process Actions Group Permissions wf Process Timelines w User Groups i i Database Reporting w Schedules w ReportsPermissions v Applications Settings View Details w Portal Pages Ww Hierarchy Categories Service Catalog w Process Profiles w Sample Data View Confiquration Details TN Sie Sai 56 When installation completes click the Finish button o Welcome to Symantec ServiceDesk Installation CN vour installation of ServiceDesk is complete ServiceDesk is set up and ready for use MU ESL Installation has completed Please review the installation summary for details about the installation You ollect Infor matior may now open ServiceDesk 7 by clicking the links below Installation Dpen ServiceDesk i Installation Summary Initializing Database Done Adding Permissions Done Adding User Groups Done Adding Calendar Schedules Done Creating Application Settings see Done Creating Hierarchy Categories Incomplete Creating Process Profiles lese Done Creating Process Actions Done Creating Process Timelines Done Configure Report Permissions Done Adding PortalPages Done Cabbinn in Canion fT nmm Mann xj Incident Migration If you have ex
20. ction 192 168 1 13 Remote Desktop Enabled Server Manager Remote Disabled Management Product ID 55041 507 3894614 84483 Activated Do not show me this console at logon Security Information 2 Go to Windows Firewall SN ji Windows Firewall Domain On A Configure Updates 4 Check for New Roles encowe Uprsien Nor monfigued gt Run Security Configuration Wizard Last checked For updates Never b Configure IE ESC Last installed updates Never IE Enhanced Security Configuration On for Administrators ESC On for Users Servicedesk 7 1 Installation and Upgrade Page 7 of 37 10 When presented with the Internet Explorer Enhanced Security Configuration interface select the Off radio button for Administrators and for Users turning off this setting for users is optional and has no bearing on the installation process but is recommended n Internet Explorer Enhanced Security Configuration Internet Explorer Enhanced Security Configuration IE ESC reduces the exposure of your server ko potential attacks From Web based content Internet Explorer Enhanced Security Configuration is enabled by default Far Adminishrators and Users groups Administrators 7 C On Recommended of Users C On Recommended d 5 cof 11 In the Windows 2008 Server Manager UI verify that the root node is selected in the left pane In the right pane click Configure Windows Firewall E Server Manager
21. dvanced Security provides network security for Windows computers git Configuration 3 3 Task Scheduler Windows Firewall with Adve Gh Services ET WMI Control F Local Users and Groups E Storage Overview Domain Profile is Active Windows Firewall is on Inbound connections that do not match a rule are blocked Outbound connections that do not match a rule are allowed Private Profile Windows Firewall is on G Inbound connections that do not match a rule are blocked o Dutbound connections that do not match a rule are allowed Public Profile Windows Firewall is on G Inbound connections that do not match a rule are blocked Outbound connections that do not match a rule are allowed windows Firewall Properties Getting Started Authenticate communications between computers Create connection security rules to specify how and when connections between computers are authenticate protected by using Internet Protocol security IPsec E Connection Security Rules tinn amd nennin feminili rlan 13 When the Windows Firewall with Advanced Security properties configuration UI presents to the screen turn Off the Firewall State for the Domain Profile using the available drop down menu and then click OK Windows Firewall with Advanced Security Properties Domain Profile Private Profile Public Profile IPsec Settings Spec behavior for when a computer is connected bo its corp
22. ement TE z Success v Internet Information Services ee Success MS SQL Server Management Objects Collection Success v Processor Architecture Requirement Success Iv ASP NET Requirement Jccess Workflow Server Requirement sisser MEET s Success v MSSQL Server Requirement I emere Success P Nat ahaca anfin wskion Chark x 22a 44 Review the summary and click Install ME ServiceDesk Setup za llation Ste MD Ready To Install 2 Agreement Click Install to continue with the installation or click Prev you want to review or change any aia Gabe settings Penance er Roles Maintenance iS Mode New Install estart Confirmation Advanced Settings E Server Roles Configuration Workflow Server ae raat ion Background Processing Workflow Designer ServiceDesk ITIL Core Incident Management Change Management Problem Management Release Management ServiceDesk Portal ServiceDesk Portal Database Install Location Installation Folder C Program Files Symantec Workflow Start Menu Folder Symantec Server Configuration Web Ste Default Web Site Base URL SD Run Task Tray Application When Installation Completes Workflow Designer Tasks Workflow Designer Desktop Shortcut SMP Server Credentials SMP MGT SYMEPM LOCAL User altadmin Password lt Prev Cancel Servicedesk 7 1 Installation and Upgrade Page 23 of 37 45 DO NOT CLICK NEXT NOTE The Windows Service MUST be co
23. eps u amp Administrative Tools Defragment your hard drive Wy Create and format hard disk partitions View event logs SyScheduletasks Wy Generate a system health report 15 Move the slider all the way down to Never Notify and then click OK e User Account Control Settings Joxi Choose when to be notified about changes to your computer User Account Control helps prevent potentially harmful programs from making changes to your computer Tell me more about User Account Control settings Always notify Never notify me when e Programs try to install software or make changes to my computer e Imake changes to Windows settings 1 Not recommended Choose this only if you need to use programs that are not certified For Windows 7 because they do not support User Account Control Never notify Servicedesk 7 1 Installation and Upgrade Page 10 of 37 16 If the SQL Server Instance is not on the same server as the ServicDesk installation install the following components on the ServiceDesk server not the SQL Server unless SQL is installed on the ServiceDesk server which are required before install These components are from the Feature Pack for Microsoft SQL Server 2005 December 2008 or newer Note Any other versions are not supported a sqlncli x64 msi Microsoft SQL Server Native Client from December 2008 b SQLServer2005 ADOMD x64 msi Microsoft SQL Server 2005 Analysis Services ADOMD NET from
24. et the Base URL to the address that you wish to use for ServiceDesk You can user a FQDN the IP address of the server or just leave the NETBIOS equivalent as shown as the Base URL Once you have completed click Next B ServiceDesk Setup Insta lation Steps E Server Configuration Se Setupthe Server settings ense Agreement lanterna nce er Ve Roles Web Site IS Restart Confirmation Please select which Web Site to set the application to use Default Web Site v Base URL Please select IP address or domain name for the application to use as base URL You can type in your base URL but do NOT include http or https and be careful to have it valid SD Yv Use SSL https Task Tray Application IV Run when installation completes he e emen 32 Leave the Workflow Designer Tasks at defaults and click Next 3X ServiceDesk Setup E Workflow Designer Tasks Se Which tasks should be performed for Workflow Designer Workflow Designer Shortcuts M Desktop Quick Launch Workflow Designer Preferences Use Old Tool Preferences he S emen Servicedesk 7 1 Installation and Upgrade Page 16 of 37 33 Configure the SMP Server Credentials Make certain the test is successful before clicking Next AE ServiceDesk Setup x M SMP Server Credentials Setup Symantec Management Platform server Credentials Default SMP Server Enter the name of the SMP se
25. ing on your required process new installation or upgrade please follow the appropriate steps precisely Deviation from the steps and process in this document may result in an unusable or failed installation Please make certain the pre requisites are met before proceeding Upgrading from 7 0 MR2 to 7 1 is the only supported upgrade at this time To access and review known issues with documented solutions and related documentation for Workflow Solution 7 1 go to http www symantec com docs HOWTO42147 in the Symantec Knowledge Base on Symantec Connect To access and review known issues with documented solutions and related documentation for ServiceDesk 7 1 go to http www symantec com docs HOWTO42148 in the Symantec Knowledge Base on Symantec Connect Servicedesk 7 1 Installation and Upgrade Page 1 of 37 ServiceDesk 7 1 Server Installation Pre requisites NOTE ServiceDesk is not designed to run on the Symantec Management Platform SMP server The ServiceDesk server must be installed to a separate server in the same domain as the SMP Server e Symantec Management Platform 7 1 o NOTE Support can provide a work around to implement in SMP 7 0 environment but this is not recommended e Hardware o Multi core processor s o 4GB RAM minimum 16GB RAM recommended o 50GB Disk minimum e Operating System o Windows 2008 X64 or Windows 2008 R2 X64 CAUTION Do not load any Windows Service Packs prior to the ServiceDesk installation o
26. ious installation on this computer Add New Admin User Load Configuration Custom Installation Full Installation Servicedesk 7 1 Installation and Upgrade Page 27 of 37 49 Review the Installation Components and click Continue N ServiceDesk Setup x o Welcome to Symantec ServiceDesk Installation We Configure ServiceDesk features to install Nekome Installation Components Please select the ServiceDesk components you wish to install Iv Setup Database IV Process Actions iv Group Permissions v Process Timelines v User Groups Iv Reports Permissions Iv Schedules V Portal Pages IV Application Settings Iv service Catalog IV Hierarchy Categories IV Process Profiles m 50 Configure the ServiceDesk settings and click Continue o Welcome to Symantec ServiceDesk Installation We Configure the settings For connecting to and communicating with ServiceDesk Vekome EG nomatan ServiceDesk Settings DHeCE InTormatual tor Fully Qualified Domain Name of ServiceDesk Server Hetp w SO SYMEPM LOCAL The info entered below will be displayed if a user of ServiceDesk encounters a system error Error Contact Name Service Desk bd ate Error Contact Info phone email etc sdadmin symepm locall How will ServiceDesk Track Time Worked ServiceDesk s worker time tracking method will determine how ServiceDesk will track the time spent on any given process If you select the checkbox below
27. isting incidents from an older version of Helpdesk those can be migrated to ServiceDesk by clicking the link below Migrate Helpdesk Incidents Migrate Helpdesk Categories 57 Launch Processmanager and login with admin logicbase com password admin This completes the installation process The remaining sections contain upgrade procedures Servicedesk 7 1 Installation and Upgrade Page 31 of 37 SERVICEDESK UPGRADE PROCESS The remainder of the Document contains instructions on performing an upgrade of an existing system 1 The upgrade installation routines are accessed by opening the web pages in IIS Open the Default Web Site and scroll to the bottom of the list 2 You will find the UpgradePIWSetup there Right click on it and change its view to content view 3 In the right pane find and right click on Default aspx and click Browse This will open the installer Servicedesk 7 1 Installation and Upgrade Page 32 of 37 ie Server Manager SVRO8 7_1 El gt Roles t Application Server i Li currum Ta ele T Internet Information Services 11S Manager iy UpgradePIWSetup Content E 3 o Fides a SO Feeder C E Diagnostics l Filter z4 Show Ciian SD CloneChat fis storage SD Feeder CreatelInc Name Type r SD Feeder GeneralIn bin File Fc SD Feeder Knowledg customlib forinstall File Fc SD Feeder ProblemCr Images File Fr SD Feedds Techniciar E Fle Fe
28. losely the steps listed below and do not skip or change the order of any steps Doing so may result in an unsuccessful install 1 Login to the server with the Installation Account 2 From the Initial Installation Tasks Windows 2008 UI select Add Roles a F7wi il Perform the following tasks to configure this server amp Wind e i Spex m Act d Ae Cor A Prod a l Ups Roles Features Servicedesk 7 1 Installation and Upgrade Page 3 of 37 3 In the Select Server Roles Windows 2008 UI select Application Server and Web Server IIS Then click Next Add Roles Wizard is Select Server Roles Before You Begin Select one or more roles to install on this server Server Roles Roles Application Server Active Directory Certificate Services Role Services Active Directory Domain Services Webs 115 _ Active Directory Federation Services erver _ Active Directory Lightweight Directory Services Role Services E digh Management Services Confirmation alli ion Server Progress DNS Server Results Fax Server File Services Hyper V _ Network Policy and Access Services Print and Document Services 2 arvices il V Web Server IIS Services _ Windows Server Update Services More about server roles Previous Description Application Server provides central management and hosting of high performance distributed business applications such as those built with
29. nfigured to use the ServiceDesk Service Account at this point Clicking Next at this point WILL result in a failed installation Leave the window open and proceed to the next step in this document A ServiceDesk Setup M Installing PAL Please wat while installation is running Installation Finished Successfully Creating new database ProcessManager aj Granting system accounts access to database Processing SYMEPM SDSERVICE Granting 06 access to SYMEPMISDSER VICE Creating new database Proceed Tables Proceed Data Database integration completed Writing OLAP connection instance to web configuration File Adding Def auitOLAPConnectioninst ance Writing new Connection Instance Do not send welcome messages to users as they re added to the portal Use Process Manager for Critical Errors Creating administrator user Writing administrator login information to web config Checking Server Extensions service running Writing administrator login to local machine information Setting up Native authentication Instaling Workflow Persistence Instango Object Relation Mapper integration Adding Relation Mapper configuration to exchange Installation Finished Successfully 46 Launch the Windows Services Control Panel and configure the Symantec Workflow Server service Logon to use the ServiceDesk Service Account and then Restart the service Servicedesk 7 1 Installation and Upgrade Page 24 of 37 O Ser
30. ome nilect Information ITIL Process Configuration Enable SLA in Incident Management This will turn on notifications based on SLA warn and late dates M Use SLA in Incident Management Enforce SLA Timeouts and Escalations This forces the escalation of the incident when the SLA late date is reached SLA must be turned on to use this feature Iv allow For Incidents to be Auto Escalated Use Automation Rules to Determine Incident Routing This feature requires that you setup the rulesets defined in ProcessManager Initial Routing Reclassification Routing and Escalation Routing IV Lise Automation Rules prier dirt T Servicedesk 7 1 Installation and Upgrade Page 29 of 37 53 Review the Incident Management Configuration and click Continue N ServiceDesk Setup Welcome to Symantec ServiceDesk Installation a Please configure the ITIL processes for ServiceDesk Incident Management Configuration ect niormauon Email Notifications to the end user can be sent by ServiceDesk automatically Please choose which notification emails you would like to send 5U5dliatur I Send Notification Email on Incident Creationi fi at I Send Notification Email on Incident Resolution Incident Survey Settings 100 V Use Incident Survey Percentage of Use How long should the Incident Survey stay open Days 2s Hours lt gt Incident Close Codes Please add values for incident close codes by typing in
31. orate domain State d Firewall state Inbound connectons Outbound connections Allow default Protected network connections Customize Settings 4 Specify settings that control Windows T Firewall behavior Eustomize Logging Specify logging settings for PE Las troubleshooting Customize Learn mare about these settings Servicedesk 7 1 Installation and Upgrade Page 9 of 37 14 From the Windows Control Panel launch System and Security and then click Change User Account Control Settings mM OO m Ro ommo E o System and Security g ys y Control Panel System and Security v Search Control Panel 2 Control Panel Home Action Center Review your computer s status and resolve issues Hy Change User Ac bun Control settings Troubleshoot common computer problems Windows Firewall e System and Security Network and Internet amp 1 Hardware Check Firewall status Allow a program through Windows Firewall Programs System JE View amount of RAM and processor speed PAllow remote access See the name of this computer User Accounts Sy Device Manager Appearance Windows Update Clock Language and Region Turn automatic updating on or off Checkforupdates View installed updates Ease of Access Power Options Require a password when the computer wakes Change what the power buttons do Change when the computer sle
32. rver that will be used This can be IP address FQDN or common name Mer SYMEPM LOCAL Domain that this SMP server belongs to May be left blank SYMEPM LOCAL User name for Workflow Server to use when interacting with the SMP server altadrnin Password for User specified above Use HTTPS xj v SMP Connection Test e O ce 34 Configure the Database Connection and verify that the test is successful before clicking Next You can use an sa or equivalent account here if so desired n ServiceDesk Setup ton Steps 9 w Twv gt S Restart Confirmation install Location Servicedesk 7 1 Installation and Upgrade ow Database Connection Please configure the Process Manager Database Connection Database connection Data Source Imgt symepm local Data Base ProcessManager Connect using Windows Integrated Security C MS SQL Server Security LLLI Database Connection Test Success eo Dens Page 17 of 37 35 Review the database configuration it is not recommended to make the database case sensitive and then click Next AE ServiceDesk Setup E M Database Configuration Se Please configure the Process Manager Database Server mgt symepm local Name ProcessManager New Database Settings Make database case sensitive lt Prev vex Cancel 36 If database replication is required configure the database replic
33. s desired and recommended for ServiceDesk Click Next XE ServiceDesk Setup E o Workflow Persistence Se Please setup Workflow Persistence Configuration Workflow Persistence C Based on Exchange Based on SQL Server Database Database Connection Use Process Manager Settings Custom Settings Note your selection should match your existing setting or current processes are jeopardized Please read instructions e O emen Servicedesk 7 1 Installation and Upgrade Page 21 of 37 42 Review the SymQ ORM settings leave at defaults and click Next M ServiceDesk Setup iw SymQ ORM Se Please setup SymQ ORM settings SymQ ORM Settings C No Setup Use Process Manager Settings C Custom Settings e C cmn Servicedesk 7 1 Installation and Upgrade Page 22 of 37 43 Review the System Check to make certain all tests pass and click Next NOTE If any items need to be remediated Cancel the installation correct the issue and then return to step 23 of this guide n ServiceDesk Setup xi ar lu u E SLailatiorn Steps gt System Check Se Wait while the system is checked for installation requirements fer Roles O Error s Success ERE nay IS Restart Confirmation 0 Warnina s stall e di iN is Q Operating System Requirement ps E Iv System RAM Requirement Success v Free Disk Space Requirement Success Q NET Framework Version Requirement Success Windows Administrator Role Requir
34. t task in ServiceDesk This modification is very process and disk intensive and in environments where SQL performance may not optimal and or the number of records to be affected 1s large the script can timeout The current work around is to remove the existing entries in the TaskResponse table that will be impacted by the script By removing these entries the smart task for remote control using PCAnywhere will be removed from all incidents in the system CAUTION Running the following script will remove smart tasks for remote control using PCAnywhere for all exis ng incidents Newly created incidents associated with computer assets will not be affected To implement the work around run the following SQL script against the 7 0 MR2 Ensemble database before rerunning the upgrade BEGIN SQL SCRIPT DELETE FROM TaskResponse WHERE URL URL LIKE SD IncidentManagement LIKE S amp dialogModel Start PCtAnywhere s AND Servicedesk 7 1 Installation and Upgrade Page 25 of 37 END SQL SCRIPT This is documented in the KB article found at http www symantec com docs TECH155863 IF YOU ARE UPGRADING FROM 7 0 MR2 TO 7 1 DO NOT PROCEED GO TO PAGE 32 COMPLETE YOUR UPGRADE TO CONTINUE INSTALLATION GO TO STEP 47 47 Return to the ServiceDesk Setup screen and click Next A Installing Please wait while installation is running Installation Finished Successfully Creating new database ProcessManager a Gran
35. ted before clicking Next Add Roles Wizard ib Select Role Services Before You Begin Server Roles Application Server Role Services Web Server IIS Role Services Confirmation Progress Results Servicedesk 7 1 Installation and Upgrade Select the role services to install For Web Server IIS Role services Description v IIS Chent Certificate Mapping Authentication IIS 6 Management Compatibility provides Forward compatibiliby For URL Authorization your applications and scripts that use i Request Filtering the two IIS APIs Admin Base Object iV IP and Domain Restrictions ABO and Active Directory Service 7 Performance Interface ADSI You can use existing r IIS 6 scripts to manage the IIS 7 Web Static Content Compression server Y Dynamic Content Compression v Management Tools V 115 Management Console V IIS Management Scripts and Tools tii i V IIS 6 Metabase Compatibility 7 IIS 6 WMI Compatibility 4 IIS 6 Scripting Tools 115 6 Management Console FTP Service _ FTP Extensibility IIS Hostable Web Core More about role services lt Previous Insta Cancel Page 6 of 37 8 On Confirm Installation Selections click Install Add Roles Wizard Ed Contirm Installation Selections Before You Begin To install the following roles role services or features click Install Server Roles 1 2 informational messages
36. ting system accounts access to database Processing SYMEPM SDSERVICE Granting DB access to SYMEPM SDSER VICE Creating new database Proceed Tables Proceed Data Database integration completed Writing OLAP connection instance to web configuration File Adding Def aultOLAPConnectionInstance Writing new Connection Instance Do not send welcome messages to users as they re added to the portal Use Process Manager for Critical Errors Creating administrator user Writing administrator login information to web config Checking Server Extensions service running Writing administrator login to local machine information Setting up Native authentication Installing Workflow Persistence Installing Object Relation Mapper integration Adding Relation Mapper configuration to exchange Installation Finished Successfully v se e 48 When the ServiceDesk Installation launches click Custom Installation Servicedesk 7 1 Installation and Upgrade Page 26 of 37 N ServiceDesk Setup Li Welcome to Symantec ServiceDesk Installation SS Selectthe type of installation to perform Please choose what type of installation you want 4 full installation will install all the settings and groups that ServiceDesk relies on A custom installation lets you choose the items to install Use the custom installation to repair specific settings You can load a configuration file to use settings that vou saved from a prev
37. vices 15 x File Action View Help simis Hm m n Ci Services Local Symantec Workflow Server Properties Local Computer xi General Log On Recovery Dependencies Symantec W Log on as Stop the servic Restart these Local System account Automatic Disabled Automatic Automatic Automatic Automatic Manual Manual Manual Manual Manual Disabled Automatic Manual Manual Local Service Local System Local System T Allow service to interact with desktop Automatic Local System Oa es SYMEPM SDSERVICE SEREN Manual Local Service Manual Local System Password eee ee eee Manual Local Service Automatic D Network S Confirm password eese ees Manual Local System Manual Local Service Help me configure user account log on options Local Service Local System Local System Local System Local Service Network S Local Service Local System Local System Local Service Local Service Local System Local System Local System Automatic 9 VMware Tools Service Provides s Started b Extended A Standard Local System TIMEOUT NOTE You may observe an error after the upgrade process begins The error is a failure exception which references a timeout executing SQL script 952 There are transactions contained in this script that iteratively update the URL records in the TaskResponse table to reflect the new URL for the PCAnywhere smar
38. you are setting ServiceDesk to track the total time a worker is reviewing the task and the time spent taking action on a task Unselecking this option will set ServiceDesk to only track time spent while taking action on a task Track Process Time amp Action Time Advanced ServiceDesk Server Settings ServiceDesk Exchange Name Process Manager Virtual Directory mee Back Continue Servicedesk 7 1 Installation and Upgrade Page 28 of 37 51 Confiure e mail settings Make certain the SMTP test passes before clicking Continue y ServiceDesk Setup XI c Welcome to Symantec ServiceDesk Installation Ss Provide settings to configure the email server 3 Tat 9n Steps Nekome Outbound Mail Settings ec Information latior SMTP Server for Outbound Mail Used to send emails matior MGT SYMEPM LOCAL Reply to address Used as the from address of auto generated emails sdadmin symepm local Test Success Inbound Mail Settings 2 V Monitor External Mail Box Configure Email Monitoring Service Server Address MGT SYMEPM LOCAL Port 110 Mal Protocol C imap pop Use SSL User Name sdadmin Password 09090990090 Confirm PW 09990090 52 Select the ITIL Process Components to be leveraged and then click Continue N ServiceDesk Setup xi gh Welcome to Symantec ServiceDesk Installation Configure the ITIL processes for ServiceDesk staliation Steps Nek
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