SupportDesk Extensions Installation Guide Extension Service - Versions

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1 SupportDesk Extensions Installation Guide Extension Service - Versions Richmond Systems Ltd, West House, West Street, Haslemere, Surrey, GU27 2AB Tel: +44 (0) Fax: +44 (0) VAT Registered No. GB Registered in England No Registered Office: 9 St George's Yard, Castle Street, Farnham, Surrey GU9 7LW

2 Contents 1. Introduction What s in the Extensions installation... 4 Active Directory Synchronisation... 4 Common Alerting Service Service... 4 Escalation Module SupportDesk Extensions Installation System Requirements Installation Steps Configuring SupportDesk Extensions Configuring the Common Alerting Service Configuring the Services Configuring the Escalation service Configuring the Audit Service Controller SupportDesk Extensions Installation Guide Page 2

3 1. Introduction Welcome to the Richmond SupportDesk installation guide. This guide is provided to help with the first-time installation of the Richmond SupportDesk main client, Web Interface, and Richmond SupportDesk extensions. It is strongly advised that this guide is read thoroughly prior to installing any of the Richmond SupportDesk components. UPGRADING?...always back up your SupportDesk database before upgrading! To discuss licensing, maintenance contracts, on-site upgrade support or general consultancy please contact your account manager or call or For Technical Support and documentation please contact us or visit the Customer Zone SupportDesk Extensions Installation Guide Page 3

4 2. What s in the Extensions installation Active Directory Synchronisation The Active Directory Synchronisation Module is used to integrate Active Directory objects with items in SupportDesk. The Active Directory Synchronisation tool is comprised of 2 modules: Quick Setup Directory Extract Service The Quick Setup is wizard driven to provide a simple way to configure MS Active Directory Users to be extracted into the SupportDesk Database, whilst the Directory Extract Service is a Windows service to schedule and automate the process. Common Alerting Service The Common Alerting Service is used to monitor and dispatch alerts regarding the status of tracked Assets and their maintenance schedules. Service The Service controls all messaging both in and out of the SupportDesk. This includes the automatic logging of requests, the sending of alarms, and user/specialist notifications about the status of requests. The Service can handle multiple mailboxes to allow the logging of calls from different functions of the Service Desk. Escalation Module The Escalation Module runs as a Windows service and is used to control the escalation of Incidents as defined in their SLAs. The Escalation Module consists of an Escalation Controller and an Escalation Service. The Escalation Controller is used to stop and start the Escalation Service and to configure database connectivity. SupportDesk Extensions Installation Guide Page 4

5 3. SupportDesk Extensions Installation 1.1. System Requirements Windows XP, Windows Vista, Windows Server 2003 or 2008 (incl. R2) 32-bit (preferred) or 64-bit Operating System 1GHz CPU or greater recommended Minimum 512 Mb RAM Minimum 100 Mb disk space required ASP.Net Framework 1.1 and 2.0. These can be downloaded from the following locations: Framework 1.1: Framework 2.0: - For 32-bit servers: - For 64-bit servers: Requirements for Integration - Create a new account for SupportDesk (e.g. - Provide POP3 or IMAP4 access to your mail server, and have written connection details to hand. (e.g. Protocol, port number, SSL/TLS enabled) - SMTP credentials if different from those above. Requirements for Active Directory Integration - Have your LDAP server name and admin account details to hand. SupportDesk Extensions Installation Guide Page 5

6 1.2. Installation Steps Note: Please ensure you have an operational SupportDesk database BEFORE proceeding with these steps, as the following extensions will require a connection to it. 1. Insert the CD into the CD drive of the computer on which you wish to install SupportDesk. The CD will auto run and the following screen will be displayed: (Alternatively, if you downloaded the installers from the Customer Zone, run the SDExtensions.exe installer and skip to Step 2. Windows Vista/7/2008 users - Remember to rightclick and select Run as Administrator ) SupportDesk Extensions Installation Guide Page 6

7 2. Click Next at the following screen. 3. Read the terms of the license agreement, select the appropriate option and click Next. SupportDesk Extensions Installation Guide Page 7

8 4. At the Customer Information screen, enter the User Name and Organisation that this installation of SupportDesk should be registered to. This screen also allows you to install SupportDesk for all users of the computer, or only the user performing the installation. If you choose Anyone who uses this computer (all users), then the Richmond Systems program group will be visible to all computer users. If you choose Only for me (), then the Richmond Systems program group will only be visible to the user that performed the installation. Click Next. SupportDesk Extensions Installation Guide Page 8

9 5. At the Setup Type screen choose whether you wish to perform a Complete or Custom installation. Choosing the Complete setup type will install all of the following features: Allows SupportDesk to monitor 1 or more POP3 or IMAP mailboxes for support requests, as well as sending outgoing notifications via SMTP. Active Directory Synchronisation Allows SupportDesk to synchronise AD with items in your SupportDesk navigator. (e.g. OUs, Computers and AD Users) AssetDesk to SupportDesk Synchronisation Optional for AssetDesk customers. Escalation Service Required for monitoring incident SLAs and escalations. Notification Processing Required for Maintenance and Asset Tracking notifications. PC Scan Service Required for scheduling automated PC Inventory scans. Choosing the Custom setup type and clicking Next will allow you to choose which of the above features are to be installed, and where. SupportDesk Extensions Installation Guide Page 9

10 6. Click the Install button to proceed with installation. You may also be prompted to install Microsoft.NET Framework 1.1, this is to allow all features of SupportDesk to function correctly. 7. Click Finish to complete the installation. SupportDesk Extensions Installation Guide Page 10

11 8. Check that the components you chose to install appear in your list of Programs. SupportDesk Extensions Installation Guide Page 11

12 4. Configuring SupportDesk Extensions This section is designed to assist you in getting your basic extension services up and running for the first time. These are the bare essentials with regards to becoming operational. Further configuration/customisation options and features may be available, but are beyond the scope of this document. The following modules are out of scope for this document: Active Directory Synchronisation AssetDesk SupportDesk Synchronisation 4.1. Configuring the Common Alerting Service Note: If you do not intend to use the Asset or Maintenance tracking features of SupportDesk, you may skip this section. 1. On your Extensions server, go to Start > All Programs > Richmond Systems > SupportDesk > Common Alerting Service > Common Alerting Service Controller 2. At the following screen, type in the name of the SQL Server hosting your SupportDesk database and click Login. SupportDesk Extensions Installation Guide Page 12

13 3. Choose a processing interval and click Save (This is the time it takes before the Common Alerting Service processes any outstanding alerts. The default time is one minute). 4. Click the Start button and then close or minimise the window. Minimising will send the window to the system tray. SupportDesk Extensions Installation Guide Page 13

14 4.2. Configuring the Services 1. From any computer on which you have installed the SupportDesk Main Client, go to Start > All Programs > Richmond System > SupportDesk > Setup Console. 2. Type your RICHSA password (default is richmond) and name of the SQL Server on which your SupportDesk database is hosted and click Login. SupportDesk Extensions Installation Guide Page 14

15 3. Choose the Settings tab in the left-hand menu, and then click the Profile Settings button that appears below it. Select the default mail profile from the Profile drop-down box. 4. On the General Settings tab, ensure that the following check boxes are ticked, or you may leave them unticked according to your specific requirements. Process Incoming Process Outgoing Ignore from unknown senders Continue after SMTP Error Continue after MIME Error SupportDesk Extensions Installation Guide Page 15

16 5. Click on the Server Settings tab, and on the Outgoing sub-tab, input the SMTP details for the address you wish SupportDesk to use when ing customers. SupportDesk Extensions Installation Guide Page 16

17 6. Still on the Server Settings tab, click on the Incoming sub-tab and input the details for logging on to your mail server. Both POP3 and IMAP4 protocols are supported. 7. Click on the Advanced Options button to the right, and ensure that Automatically detect mail encoding format is ticked, and then click OK. SupportDesk Extensions Installation Guide Page 17

18 8. Click the Save button at the bottom of the screen, and then click OK on the confirmation message box that appears. Your settings are now saved in the database. 9. Close the Setup Console and go to Start > All Programs > Richmond Systems > Service > SupportDesk Service Controller. 10. Input the name of the SQL Server on which your SupportDesk database is hosted, and click Login. SupportDesk Extensions Installation Guide Page 18

19 11. On the Shared Settings tab set the intervals at which you would like incoming and outgoing s to be processed. (Default is 1 minute for incoming, and 30 seconds for outgoing.) 12. Click File > Save Settings and then click OK on the confirmation message box to save your choices to the database. SupportDesk Extensions Installation Guide Page 19

20 13. On the Service Control tab, click Start on both the Incoming and Outgoing services, and ensure that the service status icons change to green arrows (as shown below). You may now minimise or close the SupportDesk Service Controller. Minimising will send the window to the system tray. SupportDesk Extensions Installation Guide Page 20

21 4.3. Configuring the Escalation service Note: If you do not intend to use the Service Level Agreement management features of SupportDesk, you may skip this step. 1. On your Extensions server, go to Start > All Programs > Richmond Systems > Escalation > Controller. 2. Input your password (default is richmond) and the name of the SQL Server on which your SupportDesk database is hosted, then click Login. SupportDesk Extensions Installation Guide Page 21

22 3. Click on the Settings tab, and select a specialist from the Alarm User drop-down. This user will be alerted if the escalation stops unexpectedly. 4. Click on the Service Control tab and click the Start/Continue button to start the service. SupportDesk Extensions Installation Guide Page 22

23 You may now minimise or close the window. Minimising will send the window to the system tray Configuring the Audit Service Controller (Note: If you do not intend to use the PC Inventory scanning features of SupportDesk, you may skip this section.) 1. On your Extensions server, go to Start > All Programs > Richmond Systems > PC Scan Service > PC Scan Service Controller. 2. Input the name of the SQL Server on which your SupportDesk database is hosted, then click Login. SupportDesk Extensions Installation Guide Page 23

24 3. On the Settings tab, specify the IP ranges that you would like to scan for PC Inventory details, and the scan frequency. For instance, to scan an IP address range of to every week, use the following settings: Then click Save. SupportDesk Extensions Installation Guide Page 24

25 4. On the Service Control tab, click on the Start button to start the service. You may now minimise or close the window. Minimising will send the window to the system tray. SupportDesk Extensions Installation Guide Page 25

26 End of Document SupportDesk Extensions Installation Guide Page 26

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