Installation Guide. Tech Excel January 2009

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1 Installation Guide Tech Excel January 2009 Copyright TechExcel, Inc. All Rights Reserved. TechExcel, Inc., TechExcel, ServiceWise, AssetWise, FormWise, KnowledgeWise, ProjectPlan, DownloadPlus, and CTI Data Connector are either registered trademarks or trademarks of TechExcel, Inc. in the United States and in other countries. The names of actual companies and products mentioned herein may be the trademarks of their respective owners. Information in this document is subject to change without notice. TechExcel, Inc. makes no warranties, neither expressed nor implied, in this document. Without limiting the rights under copyright, no part of this document may be reproduced, stored in or introduced into a retrieval system, or transmitted in any form or by any means (electronic, mechanical, photocopying, recording or otherwise), or for any purpose, without the express written permission of TechExcel, Inc.

2 Preface TechExcel ServiceWise TechExcel ServiceWise offers a complete solution for managing internal helpdesk support the support services that are offered to a company s employees. Using TechExcel ServiceWise, support organizations may optimize every aspect of their support processes. Managing support tickets and events Managing employees Maintaining a knowledge base as a support resource Tracking company assets Managing professional services TechExcel ServiceWise provides a comprehensive, high-end solution that can be configured to match any internal support process. TechExcel ServiceSuite The TechExcel Service Suite consists of three core products: ServiceWise, AssetWise, and ProjectPlan. TechExcel ServiceWise: TechExcel ServiceWise offers a complete solution for managing internal helpdesk support the support services that are offered to a company s employees. TechExcel AssetWise: TechExcel AssetWise enables organizations to manage their asset tracking, inventory management, service and repair, reservations and user assignment processes. TechExcel ProjectPlan: A new integrated application for IT project planning and resource scheduling. Audience System administrators In ServiceWise, the system administrator is responsible for installing and configuring the ServiceWise site. System administrators are responsible for creating ServiceWise sites and projects, configuring system wide settings, defining user accounts and user account properties, and assigning licenses to ServiceWise users. Project administrators In ServiceWise, project administrators define what is tracked in the project, how it is tracked, and who may track the data. Project administration tasks may be broken into four inter-related areas: project definition, ticket definition and GUI customization, project member administration, and workflow administration.

3 Comments and Questions Found a bug? Contact TechExcel Technical Support. They can help you resolve issues and they can also log bugs. Thank you for using ServiceWise and for taking the time to send us your feedback. TechExcel Headquarters: Address: 3675 Mt. Diablo Blvd Suite 200 Lafayette, CA Phone: Fax: Web: TechExcel East Coast: Address: 6350 Quadrangle Drive Suite 120 Chapel Hill, NC Phone: Fax: TechExcel EMEA: Address: 1 Dee Road Richmond TW9 2JN United Kingdom Phone: +44(0) Fax: +44(0)

4 ServiceWise Installation Understanding ServiceWise Architecture Understanding the installation process Downloading ServiceWise Software and Documentation Installing the Database Server Installing the ServiceWise Application Server Installing the ServiceWise Document Server Installing the ServiceWise Web Service Installing the ServiceWise Web Server Installing the ServiceWise Windows Clients Understanding ServiceWise Architecture Every ServiceWise site consists of six core components: the ServiceWise Database Server, the ServiceWise Application Server, the ServiceWise Document Server, the ServiceWise Web Service, the ServiceWise Administration Console and one or more ServiceWise Windows clients. Figure 1-1: ServiceWise Architecture Core Components ServiceWise Database Server The ServiceWise Database Server accepts connections and stores data. TechExcel solutions run on any ODBC-compliant database.

5 ServiceWise Application Server The ServiceWise Application Server acts as a gatekeeper between the data stored in the ServiceWise Database Server and the clients and services that access that data. ServiceWise Document Server The ServiceWise Document Server enables organizations to attach files to support tickets and to upload and download files from the knowledge base. Both the ServiceWise client and ServiceWise Web Server use the ServiceWise Document Server to access files including file attachments, attachments, and knowledge items. ServiceWise Web Service The ServiceWise Web Service connects to the ServiceWise Application Server and the database server directly, and manages requests from the ServiceWise Administration Console and Windows Clients. ServiceWise Administration Console The ServiceWise Administration Console connects to the ServiceWise Application Server and database server through the ServiceWise Web Service. Using the ServiceWise Administration Console, system and project administrators may configure, customize, and manage multiple ServiceWise projects. ServiceWise Windows Client for Team The ServiceWise Windows Client for team connects to the ServiceWise Application Server and data store through the ServiceWise Web Service. ServiceWise Web Server for Team The ServiceWise Web Server enables project members to access and manage project data over the Internet. The ServiceWise Web Server accepts Internet sessions from any standard web browser and ServiceWise Wireless. The ServiceWise Web Server filters requests through the ServiceWise Application Server and then connects to the ServiceWise Database Server. ServiceWise Employee Web Portal As part of the installation process of the ServiceWise Web Server, the ServiceWise Employee Web Portal is a secure, interactive web site that provides employees with controlled access to a centralized communication hub. The Employee Web Portal enables employees to track their tickets, communicate with support engineers, and view or update their personal data. Optional Components and Modules In addition to the six core ServiceWise components, TechExcel offers many optional components, modules, and application integrations that enhance the power of a ServiceWise site. All optional ServiceWise components and modules are installed after the installation and configuration of the ServiceWise Application Server.

6 Optional ServiceWise components and modules include: ServiceWise Notification Service System administrators may install the ServiceWise Services on any Windows server machine. Once installed, the ServiceWise Mail services are shown running as the Windows services. The ServiceWise Notification Service is implemented using SMTP or IMAP protocol. It communicates with the ServiceWise Database Server and sends messages through an SMTP or IMAP mail server. The ServiceWise notification engine sends notification and escalation messages to project members and employees. ServiceWise Retrieval Service The retrieval engine retrieves supporting s and creates tickets and events in the ServiceWise tracking system. TechExcel AssetWise AssetWise aids enterprises in the process of monitoring, controlling and accounting for assets throughout their lifecycle. A single and centralized location enables businesses to monitor all assets important to their mission including company IT assets, managing asset inventories, and tracking customer-owned assets. All asset changes, including maintenance information, trouble ticket data, status inventory, utilization metrics and usage, are recorded in the central repository and linked to other Service and Support tasks. As part of the TechExcel Service Suite, AssetWise can be accessed by members of the ServiceWise service team and provides a single version of asset truth for sales, service, help desk, IT, and other teams. The integrated asset management capabilities of AssetWise helps optimize all assetrelated processes during an assets lifetime, from purchasing through implementation to service upgrades and returns. And since AssetWise uses the same central database as TechExcel Service Suite (considered a CMDB), all asset activities can be related to sales opportunities, service incidents, problems, and change records providing a complete view of all company assets. TechExcel ProjectPlan TechExcel ProjectPlan provides businesses with collaborative environment that facilitates strategic IT planning and project management throughout the IT project life cycle. ProjectPlan enables IT decision makers to effectively communicate project strategy, define business requirements, and manage the implementation of that strategy in long term IT initiatives and projects, large and small. Seamless integration with TechExcel ServiceWise provides businesses with a complete IT planning, implementation, and development solution that results in improved project management and successful IT projects. TechExcel FormWise

7 TechExcel FormWise integrates customized online forms directly with TechExcel business processes enabling organizations to streamline data gathering, data tracking, and data storage. TechExcel FormWise integrates seamlessly with TechExcel ServiceWise to enable support organizations to gather and manage information collected from employees. TechExcel DownloadPlus TechExcel DownloadPlus is an easy-to-use, web-based solution for managing downloads, analyzing download activity, and delivering software to company employees. All employee download activities tracked are automatically, enabling support managers to accurately and intelligently track all downloads from software products and documentation, to marketing materials and multimedia files. ServiceWise Wireless Web ServiceWise Wireless Web enables support engineers, field service technicians, and employees to access and manage support tickets using handheld devices such as personal digital assistants. AssetWise Discovery and integration with ServiceWise AssetWise Discovery provides automatic asset discovery of network devices and hardware. AssetWise Discovery integrates with TechExcel AssetWise inventory management and TechExcel ServiceWise service management applications to provide complete information for your IT service team. TechExcel Search Engine The TechExcel Search Engine provides enhanced searching capabilities of the multipleline edit box fields. The TechExcel Search Engine runs as a service and may be managed using the Services manager in Administrative Tools of a Windows operating system. The TechExcel Search Engine service must be installed on the machine before a project may enable TechExcel Search Engine support and index the searchable data fields. The TechExcel Search Engine should be installed on the same machine as the ServiceWise Document Server. TechExcel LinkPlus TechExcel LinkPlus enables businesses to write and retrieve customer, contact, ticket, event, and asset data to and from TechExcel ServiceWise projects, synchronize data between these TechExcel applications and third-party business applications, and integrate either application with third-party business solutions. ServiceWise LDAP integration ServiceWise LDAP integration enables account authentication for team members and employees. Step-by-step instructions for installing and configuring these applications are covered in separate documentation.

8 Understanding the Installation Process The installation process consists of the following steps: Install the ServiceWise Database Server. The ServiceWise Database can be installed on any ODBC-compliant database server. The database also stores sample data and projects for initial evaluation. Install the ServiceWise Application Server. The ServiceWise Application Server may be installed on any Windows NT based machine. Install the ServiceWise Document Server. The ServiceWise Document Server may be installed on any Windows NT based machine. Install the ServiceWise Web Service. The ServiceWise Web Service requires IIS 5.0 and above and.net Framework 2.0. Install the ServiceWise Web Server and it requires IIS 5.0 and above. Install the ServiceWise Administration Console and Windows client on one or more machines. Optional: Install ServiceWise add-on modules or components. For a new ServiceWise deployment, the ServiceWise Database Server must be installed first, followed by the ServiceWise Application Server, the ServiceWise Document Server, the ServiceWise Web Service, the ServiceWise Web Server, and the ServiceWise Administration Console and Windows Client. All other components and modules (ServiceWise Notification Server, Retrieval Server, AssetWise, ProjectPlan, FormWise, DownloadPlus, and so on) are installed after the ServiceWise Application Server and the ServiceWise Web Service. Downloading ServiceWise Software and Documentation Customers may download ServiceWise software and documentation from the TechExcel Customer Web Portal. Figure 1-2: TechExcel Customer Web Portal

9 To download software and documentation: 1. Log into the TechExcel Customer Web Portal using your address and password. To: 2. Select the Download button in the navigation bar. 3. Select the TechExcel ServiceWise Product Line option in the Product Line dropdown list. 4. Download the following files: ServiceWise Documentation: ServiceWise New Features ServiceWise Installation Guide ServiceWise Upgrade Guide ServiceWise System Administration Guide ServiceWise Project Administration Guide ServiceWise User Guide Core ServiceWise Software: ServiceWise Database Server ServiceWise Application Server ServiceWise Document Server ServiceWise Web Service ServiceWise Web Server ServiceWise Client Setup Optional ServiceWise Modules: ServiceWise Mail Notification Server ServiceWise Mail Retrieval Server ServiceWise AssetWise ServiceWise ProjectPlan ServiceWise FormWise Installing the Database Server The ServiceWise Database Server accepts connections and stores data. TechExcel solutions run on any ODBC-compliant database. The first step towards deploying a ServiceWise site is to install the ServiceWise Database Server and to configure the database settings. The ServiceWise Database Server must be installed prior to the installation of the any other ServiceWise components or modules.

10 Running the ServiceWise Database Server installation program prepares the installation file structure that enables you to install all ServiceWise components. By default, the installation path is under C:\Program Files\TechExcel\ServiceWise. The installation file structure includes complete installation programs for the ServiceWise Application Server, the ServiceWise Windows clients (ServiceWise Administration Console and ServiceWise Windows client), the ServiceWise Document Server and various databases (Microsoft SQL Server, Microsoft Access, and Oracle). The ODBC DSN name used for the ServiceWise Application Server is TxHelpDeskDB and for the ServiceWise Web Server it is TxHelpDeskWeb. If you choose Oracle as the database server, a directory named Oracle is created under the DB directory under the installation destination directory, which contains the scripts for setting up the database manually. If you need to install ServiceWise using an Oracle, access the installation kits under C:\Program Files\TechExcel\ServiceWise\SWDatabase\Oracle\. Additional database support is available from the TechExcel Web site or technical support staff. Note: If you are a current TechExcel ServiceWise or CRM customer and want to share your existing ServiceWise or CRM database with the new ServiceWise software, you can choose to share the existing ServiceWise or CRM database. The installation program bypasses the database installation steps. To install the ServiceWise Database Server 1. Click the ServiceWise Database Server installation executable file. The TechExcel Service Suite ServiceWise Database Server installation wizard appears. It may take several minutes for the wizard to prepare for the installation.

11 2. Click the Next button. The Destination Folder window appears. 3. Accept the default destination, click the Next button. The Database Server installation program creates a DB subdirectory under the SWDatabase folder in the installation path. 4. To change the destination directory, click the Change button and navigate to a directory. Click the OK button.

12 C:\Program Files\TechExcel\ServiceWise\SWDatabase subdirectory contains the documents and scripts needed to step up the database manually. The Ready to Install the Program window appears. 5. Read over the installation settings. To accept the installation settings, click the Install button. To change any settings, click the Back button. The Installing TechExcel ServiceWise Database window appears. The installation wizard installs the database server. The installation may take several minutes. A ServiceWise Database Server Installation dialog box appears. You must be logged on as a system administrator to configure the Microsoft SQL Server settings on the database server. 6. Click the OK button. The Choose Database Type dialog box appears.

13 7. Select a database option and click the OK button. To install a Microsoft Access database, select the MS Access option. The ServiceWise Database Server installer automatically installs the Microsoft Access database. To install a Microsoft SQL Server, select the MS SQL option. The ServiceWise Database Server installer automatically installs to a Microsoft SQL Server (6.5, 7.0, 2000, 2005 and 2008) databases. If you are using SQL Server 6.5 you must create a new database device and a new log device. To install an Oracle database, select the Oracle option. ServiceWise Oracle databases must be set up manually. System ODBC data source names (TxHelpDeskDB) need to be defined manually for ServiceWise components or modules (ServiceWise Client, ServiceWise Application Server and so on) to connect to the Oracle database. See C:\Program Files\Techexcel\ServiceWise\SWDatabase\DB\Oracle directory for Oracle database installation documentations after the installation. 8. To install another type of database, select the Other Database option. ServiceWise supports most ODBC-compliant databases. Please contact TechExcel tech support or visit for additional database configuration help. Note: TechExcel recommends the Microsoft SQL Server 2000, Service Pack 3 database platform, or Microsoft SQL Server The remainder of the document describes a ServiceWise implementation using a SQL Server database. The ServiceWise Database Installation dialog box appears. 9. Close all open SQL Server applications and click the OK button. The Choose SQL Server dialog box appears.

14 10. Select a SQL Server database server from the dropdown list and enter the administrator name and password. Click the OK button. The SQL Server Configuration window appears. 11. Define the configuration parameters for your SQL Server system. Click the OK button. 12. After the program finishes creation of new database, click the Finish button to complete the installation of the TechExcel ServiceWise Database Server.

15 Installing the ServiceWise Application Server The second step towards installation a ServiceWise site is to install the ServiceWise Application Server. The ServiceWise Database Server must be installed before the ServiceWise Application Server service can execute properly. Installation of the ServiceWise Application Server is a prerequisite for installing all other ServiceWise components. The ServiceWise Web Service, ServiceWise clients, ServiceWise Web Server, ServiceWise Server, and ServiceWise Document Server all must connect to the ServiceWise Application Server. The ServiceWise Application Server may be installed on the same machine as the ServiceWise Database Server or on an entirely different machine. The ServiceWise Application Server installer program may be manually launched from an executable program or the installation CD. For SQL Server, the application server installation program automatically creates a system data source name (DSN) called TxHelpDeskDB. For other databases, the ServiceWise installer allows you to create the system DSN manually. The TechExcel ServiceWise Application Server installation program installs service called the TechExcel ServiceWise Application Server. Ensure that the service is running under system Services application after the installation. When installing the ServiceWise Application Server, you will need to specify the application server port number. Ensure that the port is not blocked by firewall if you want to access the application server remotely. You will also need to specify the database connection account name and password. The name of the ServiceWise Application Server and the port number must be specified when installing the ServiceWise clients and the ServiceWise Web Server. To install the ServiceWise Application Server:

16 1. Click the ServiceWise Application Server installation file. The TechExcel ServiceWise Application Server installation wizard may be launched immediately after the installation ServiceWise Database Server. 2. Click the Next button. The Destination Folder window appears. 3. Select a destination directory.

17 The Application Server installation program creates a TechExcel\ServiceWise\SWAppServer\ subdirectory in the Program Files directory. To accept the default destination directory click the Next button. To change the destination directory, click the Change button and navigate to a directory. Click the OK button. The Ready to Install the Program window appears. 4. Review the ServiceWise Application Server installation settings. To accept the installation settings, click the Install button. To change any settings click the Back button. The Installing ServiceWise Application Server window appears. The installation wizard installs the ServiceWise Application Server. The installation may take several minutes.

18 The TechExcel Service Suite ServiceWise Application Server Configuration window appears. If you have proceeded directly from the database server installation, the fields are pre-populated with the database server definitions. Otherwise, you need to manually create a system data source name (DSN) TxHelpDeskDB by clicking on Configure DSN button. 5. Define the ServiceWise Application Server configuration settings and click the OK button. The Completed page appears.

19 6. Click the Finish button to complete the installation. Installing the ServiceWise Document Server The ServiceWise Document Server enables internal teams to attach files to ServiceWise tickets and to upload and download files in ServiceWise Web. Both the ServiceWise clients and ServiceWise Web Server use the ServiceWise Document Server to access the related files including file attachments, attachments, and knowledge items. ServiceWise Database Server and Application Server must be installed before the ServiceWise Document Server service can execute properly. The ServiceWise Document Server talks to the Application Server and Web Server through a TCP/IP connection. The ServiceWise Document Server can be installed on the application server machine or on a separate computer. If your ticket tracking involves a large number of attachment files, TechExcel recommends that you use a separate machine to host the ServiceWise Document Server. The ServiceWise Document Server installation program installs a new ServiceWise Document Server service. Ensure that is running by checking the system Service Manager after the installation. To use the ServiceWise Document Server, the system administrator must define the document server name and port number in the ServiceWise Administration Console. To install the ServiceWise Document Server 1. Click the ServiceWise Document Server installation file.

20 The TechExcel Service Suite ServiceWise Document Server window appears. 2. Click the Next button. The Destination Folder window appears. 3. Select a destination directory. The Document Server installation program creates a TechExcel\ServiceWise\SWDocServer\ subdirectory in the Program Files directory. To accept the default destination directory click the Next button. To change the destination directory, click the Change button and navigate to a directory. Click the Next button.

21 The Installing ServiceWise Document Server window appears. 4. Click Install to continue. The ServiceWise Document Server Settings window appears.

22 5. Inspect and update the ServiceWise Document Server configuration settings. To check the connection to the ServiceWise Application Server, click the Connect button. To change the document root directory, click the Browse button and locate an appropriate directory for managing documents. 6. Click the OK button. A dialog box prompts you to create the document root directory if it does not exist already. 7. Click the Yes button. The ServiceWise Document Server Install Complete window appears.

23 8. Click the Finish button to complete the installation. Installing the ServiceWise Web Service The ServiceWise Administration Console, Windows clients and AssetWise client require that the ServiceWise Web Service is installed. The ServiceWise Web Service runs on Microsoft Internet Information Services and the.net Framework 2.0. Installation and configuration of the ServiceWise Web Service is a two-step process: Ensure that all prerequisites are met. Install the ServiceWise Web Service. Note: To install and run the ServiceWise Web Service on IIS 6, the administrator must allow ASP.NET 2.0 extension. By default, Microsoft IIS 6 prohibits web service extensions. The web service cannot be loaded unless ASP.NET is allowed. Step 1: Prerequisites Prerequisites for installing the ServiceWise Web Service and running ServiceWise Administration Console and Windows client: Microsoft IIS 5.0 or above.net Framework 2.0. Note: Microsoft IIS must be installed prior to the installation of the.net Framework 2.0. If the.net Framework 2.0 is installed prior to IIS, the web service may not work correctly. Step 2: Install the ServiceWise Web Service: 1. Run the ServiceWise Web Service installation program. The Preparing to Install dialog box appears. The installation may take several minutes.

24 The TechExcel Service Suite ServiceWise Web Service Wizard appears. 2. Click the Next button. The ServiceWise Web Service Installation Checklist appears. 3. Make sure that all the prerequisites are met and click the OK button to continue. The Destination Folder dialog box appears. The ServiceWise Web Service is installed to C:\Inetpub by default.

25 4. Click the Next button. The Ready to Install dialog box appears. 5. Click the Install button. The ServiceWise Web Service Installation Complete page appears.

26 6. Click the Finish button. The ServiceWise Web Service Installation Tests dialog box appears. 7. Check the ServiceWise Web Service connection settings. To test the connection to the ServiceWise Application Server, click the Test Application Server Connection button. To test the connection to the ServiceWise Web Service, click the Test Web Service button. 8. Click the OK button to complete the installation. Installing the ServiceWise Web Server The ServiceWise Web Server is an add-on component that enables project members to access work projects and employees to access self-service portal over the Internet using any standard web browser. The ServiceWise Web Server needs to be installed if users choose to access ServiceWise through the Web. TechExcel recommends installing the ServiceWise Administration Console on the ServiceWise Web Server computer so that changes made to the ServiceWise Web Server can be quickly modified in ServiceWise Administration Console. Installation of the ServiceWise Web Server requires the ServiceWise Application Server name (or IP) and its port number (Default to 8251).

27 TechExcel recommends that you reset the IIS web server before you install the ServiceWise Web Server. The ServiceWise Web Server installation program distributes the ServiceWise Web Server (in ISAPI DLLS) to the scripts directory. The ServiceWise Web Server installation program creates a directory PTWeb (contains graphical resources and style sheets) under the web root directory (by default, it is under your wwwroot directory. If your web root is not default to wwwroot, you will need to move it to your web home directory manually after installing the ServiceWise Web Server.) While you are installing the ServiceWise Web Server, the installation connects to the ServiceWise Application Server and retrieves your database type, database server, and database name automatically. You can also manually specify the database information as needed. The installation program creates a system DSN: TxHelpDeskWeb for the ServiceWise Web Server to connect to the ServiceWise database. A system administrator can create a virtual directory, providing easy access to the ServiceWise Web Server. Once installed and finalized the ServiceWise login URL may be sent to all ServiceWise users. To install the ServiceWise Web Server: 1. Click the ServiceWise Web Server installation program. The Welcome to the Installation Wizard for ServiceWise Web Server window appears.

28 Click on Next button and the License Agreement page appears. 2. Read the license agreement and select the I Accept the Terms in the License Agreement option. Click the Next button. The Destination Folder window appears. By default, the ServiceWise Web Server is installed to C:\Inetpub\. To accept the default destination directory click the Next button.

29 To change the destination directory, click the Change button and navigate to a directory. After the selection, click the OK button. 3. The Ready to Install Program window appears. 4. Click the Install button. The ServiceWise Web Server Configuration dialog box appears. In order to install the Web Server on your machine, the installation wizard requires restarting your IIS web server. The ServiceWise Web Server Settings window appears.

30 5. Define your application server settings and test the connection. Server name: (e.g., localhost) Port number (e.g., 8251) 6. Examine the database connection and test the connection. Database type (Microsoft SQL Server) Database server (localhost) Database name (ServiceWiseDB) Database authentication: SQL authentication or Window NT authentication. 7. Click the OK button. The Install Wizard Completed window appears. 8. Click the Finish button to complete the installation. Installing the ServiceWise Administration Console and Windows Clients Installation of the ServiceWise Administration Console and Windows clients on any computer requires server name and port number of the ServiceWise Application Server. To install the ServiceWise Administration Console and Window Client: 1. Click the ServiceWise Client installation program. The installation wizard may take several minutes to prepare the system for the installation.

31 The Service Suite ServiceWise Client Installation Wizard window appears. 2. Click the Next button. The Destination Folder window appears. 3. Select a destination directory. By default, the clients are installed to C:\Program Files\TechExcel\ServiceWise\SWClient\ To accept the default destination directory click the Next button. To change the destination directory, click the Change button and navigate to a directory, then click the Next button.

32 The Setup Type window appears. 4. Select a installation type: To install both the ServiceWise client and the ServiceWise Administration Console, select the Admin & Client option. To install only the ServiceWise client, select the Client Only option To customize your installation, select the Custom option. 5. After selection of the option above, click the Next button to continue. The Ready to Install the Program window appears. 6. Review the ServiceWise Client installation settings.

33 To continue with the installation, click the Install button. To change any settings, click the Back button. The Installing ServiceWise Client window appears. The installation wizard installs the Administration Console and/or client on the machine. The installation may take several minutes. The TechExcel ServiceWise Client Installation Completed page appears. 7. Optional: To immediately define a web service, select from Start/All Programs/TechExcel ServiceWise/ServiceWise Client/Configure Web Service for Client. The Define Web Service for ServiceWise Application dialog box appears:

34 8. Optional: To define a web service, click the New button and provide a unique name for the Web Service and the Web Service URL in the Create Web Service URL dialog box. For example, Click the Test Connection button to test if ServiceWise can connect to the ServiceWise Web Service. If the connection is successful, click the OK button.

35 Installing ServiceWise Modules Installing the ServiceWise Notification Service Installing the ServiceWise Retrieval Service Installing the ServiceWise Notification Service The ServiceWise Notification Service is a Windows NT service that runs as a mail agent and works with any SMTP or MAPI compliant mail server. The ServiceWise Database Server and ServiceWise Application Server must be installed before the ServiceWise Notification Service can execute properly. To install the ServiceWise Notification Service 1. Click the ServiceWise Notification Service installation program. The Welcome to the Install Wizard for ServiceWise Notification Server window appears. 2. Click the Next button. The Destination Folder window appears.

36 3. Select a destination directory. By default the ServiceWise Notification Service is installed to C:\Program Files\TechExcel\ServiceWise\SWMailServer To accept the default destination directory click the Next button. To change the destination directory, click the Change button and navigate to a directory, and then click the Next button. The Ready to Install Program window appears: 4. Click the Install button.

37 The ServiceWise Server Configuration window appears. 5. Review and update ServiceWise Notification Service configuration settings as necessary. To test connection to the ServiceWise Application Server, click the Test Connection button in the Application Server area. To test database connectivity, click the Test Connection button in the Database Connection area. 6. Click the OK button to continue. The ServiceWise Mail Service Installation Finish window appears. 7. Click the Finish button to complete the installation.

38 Installing the ServiceWise Retrieval Service The ServiceWise retrieval Service is an NT service that runs as a mail agent and works with any MAPI or SMTP-compliant mail server. All delivery is achieved through the server using a POP3 account. The ServiceWise Database Server, ServiceWise Application Server, and ServiceWise Document Server must be installed before the ServiceWise Retrieval Service can execute properly. Project administrators must manually start the ServiceWise Retrieval Service as a Windows NT service. To enable the automatic retrieval of in ServiceWise, install the ServiceWise E- mail Retrieval Service and enable the mail service and automatic retrieval of in the ServiceWise Administration Console. To install the ServiceWise Retrieval Service 1. Click the ServiceWise Retrieval Service installation program. The Welcome to the Install Wizard for ServiceWise Server window appears. 2. Click the Next button.

39 The Destination Folder window appears. 3. Select a destination directory. By default the ServiceWise retrieval Service is installed to C:\TechExcel\ServiceWise\SWMailServer To accept the default destination directory click the Next button. To change the destination directory, click the Change button and navigate to a directory, and then click the Next button. The Ready to Install Program window appears. 4. Click the Install button.

40 The ServiceWise Retrieval Service Configuration window appears. 5. Review and update ServiceWise retrieval Service configuration settings as necessary. To test connection to the ServiceWise Application Server, click the Test Connection button in the Application Server area. To test the connection to the ServiceWise Document Server, click the Test Connection button in the Document Server Connection area. To test database connectivity, click the Test Connection button in the Database Connection area. 6. Click the OK button to continue. The ServiceWise Retrieval Service Installation Completed page appears.

41 7. Click the Finish button to complete the installation.

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