Setup Guide. LANDesk Service Desk Suite

Transcription

1 Setup Guide LANDesk Service Desk Suite

2 LANDESK SERVICE DESK SUITE SETUP GUIDE This document contains information that is the proprietary and confidential property of LANDesk Software, Inc. and/or its affiliated companies ("LANDesk"). This document and its contents may not be disclosed or copied without the prior written consent of LANDesk. Nothing in this document constitutes a guaranty, warranty, or license, express or implied. LANDesk disclaims all liability for all such guaranties, warranties, and licenses, including but not limited to: fitness for a particular purpose; merchantability; noninfringement of intellectual property or other rights of any third party or of LANDesk; indemnity; and all others. LANDesk products are not intended for use in medical, life saving, or life sustaining applications. The reader is advised that third parties can have intellectual property rights that can be relevant to this document and the technologies discussed herein, and is advised to seek the advice of competent legal counsel, without obligation of LANDesk. LANDesk retains the right to make changes to this document or related product specifications and descriptions at any time, without notice. LANDesk makes no warranty for the use of this document and assumes no responsibility for any errors that can appear in the document nor does it make a commitment to update the information contained herein. Copyright 2012, LANDesk Software, Inc. and its affiliates. All rights reserved. LANDesk and its logos are registered trademarks or trademarks of LANDesk Software, Inc. and its affiliates in the United States and/or other countries. Other brands and names may be claimed as the property of others. Document number LDSD\001 Issue 1.1 2

3 Contents Contents 3 Setting up LANDesk Service Desk Suite 5 Installing LANDesk Service Desk suite 6 Standard installation 7 Setting up the Service Desk Web Server 7 Run the Service Desk Framework Metadata Manager 13 Test the Service Desk Framework connection and apply the license 15 Setting up the Service Desk Application Services Server 16 Design your system and import data 18 Set up the client Console applications 18 Configuring Mobile Web Desk 18 Appendix: additional information 21 Configuration Settings Tool 22 Dealing with timeout 23 Setting case insensitivity for Oracle (N)CLOB fields 24 Set Services Location 24 Restoring the Service Desk Framework default settings 25 Silent installation 25 Application server engine settings 25 Novell Integration 26 LDAP Server authentication 27 Using Windows Authentication for SQL Server 29 Using Windows Authentication for the Configuration Centre 29 Setting the Crystal Reports DSN 31

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5 Setting up LANDesk Service Desk Suite The LANDesk Service Desk Suite is LANDesk s application suite for IT service management, enabling businesses to standardise, integrate and manage IT service delivery. To set up the LANDesk Service Desk Suite you need to: Restore the database on your database server Set up the LANDesk Web Server Set up the LANDesk Application Services Server Set up the client applications NOTE: Any important last-minute information is stored in readme.txt on the root of the LANDesk Service Desk Suite CD. Please check your CD to see if this document exists. If you are upgrading from an earlier version, then you also need to refer to Upgrade.pdf on the Documentation CD. NOTE: There are times when this document refers to C:\ProgramData\Touchpaper. Earlier operating systems will use C:\Documents and Settings\All Users\Application Data\Touchpaper.

6 LANDESK SERVICE DESK SUITE SETUP GUIDE Installing LANDesk Service Desk suite The LANDesk Service Desk suite comprises a number of separate applications and services that you need to install. In most circumstances, these will need installing to different locations. The following section will help you to plan your installation. More details about the installation and configuration of your LANDesk Service Desk suite are provided after the description of the standard installation. Planning your installation WARNING: Before you start your installation, make sure that the platforms you are going to use (including operating systems, databases, and systems) are on the list of supported platforms available from LANDesk. NOTE: Also refer to the LANDesk Service Desk Suite Technical Specification and Architecture document. Typically, you will need the following servers: LANDesk Service Desk Web server LANDesk Service Desk Application Services server Database server 1 Database server. 2 Web server: Service Desk Framework (the core application service for the LANDesk Service Desk Suite), and LANDesk Web Access (the delivery platform for the Service Desk web applications). We recommend that you use the Service Desk Configuration Centre to create separate application pools in IIS for Web Access and the remaining Web Server applications. 3 Application Services server: Background service, Knowledge Management engine, Mail services, and so on. Also includes an instance of the Service Desk Framework to handle communication between the services and the database. 4 Analysts' client computers: LANDesk Service Desk Console, web browser to access LANDesk Web Access applications. These clients communicate with the database through the Service Desk Framework on the Web server. 5 Mobile devices: web browser to access Mobile Web Desk. The clients connect to the database through the Service Desk Framework on the LANDesk Service Desk Web server, whereas the application services connect through the Service Desk Framework on the LANDesk Service Desk Application Services server. For very small systems or test systems, you can use a single server for everything; for larger systems, you might choose to add additional servers so that you can distribute the load more. The rest of this document describes setting up the LANDesk Service Desk Suite on the system architecture described above. 6

7 SETTING UP LANDESK SERVICE DESK SUITE Standard installation This section describes the standard installation, using the three servers described above. The standard installation involves: 1. Restoring the database on your database server 2. Setting up the LANDesk Service Desk Web server 3. Running the Service Desk Framework Metadata Manager 4. Applying the license 5. Setting up the LANDesk Service Desk Application Services server 6. Setting up the client applications IMPORTANT: If any of the servers you are installing on to are running Microsoft Windows 2008 Server, you must log on to that server as the Administrator. IMPORTANT: If you are using an Oracle database system, the Oracle account you use with Service Desk must have the Create Any View privilege. Setting up the Service Desk Web Server When you have restored the standard Service Desk database to your Database Server (for new installations), or backed up a snapshot of your existing Service Desk database (for upgrades), you can set up the Service Desk Web Server. The Service Desk Web Server hosts the following web applications: Service Desk Framework the core application service for the LANDesk Service Desk Suite, providing services to the Service Desk applications Web Access the web-based delivery platform for the LANDesk Service Desk Suite If you are using LANDesk Event Manager or the Service Desk RSS Web Generator, then you would also host the Event Manager Web Service and the RSS Web Generator applications on this server. NOTE: The installer installs all of the Service Desk software. You decide which features to enable and configure later. To set up the LANDesk Service Desk Web Server: 1. Run Setup.exe from the LANDesk Service Desk Suite CD. The Home page of the LANDesk Service Desk installer appears. 2. Select the required Installation Language, then click Continue. The License Agreement appears. 3. Read and accept the License Agreement, then click Continue. The What do you want to install? page appears. 4. Select the Server (includes client) option button, then click Continue. The Prerequisite checker starts, then displays a list of any missing prerequisites. 5. When the Prerequisite check has passed, click Continue. The Where do you want to install? page appears. 6. Select the required installation path, then click Continue. The Ready to install page appears. 7. Click Install. The installation starts. 8. When the installation completes, click Finish. 7

8 LANDESK SERVICE DESK SUITE SETUP GUIDE NOTE: Selecting the Launch the configuration utility when install finishes check box starts the LANDesk Service Desk Configuration Centre when you click Finish, see Creating a Service Desk instance using the Configuration Centre on page 8. Creating a Service Desk instance using the Configuration Centre When you have installed the Service Desk software on your Service Desk Web Server, you need to use the Service Desk Configuration Centre to create a Service Desk instance, an application pool, and then the required web applications. To start the Configuration Centre: 1. In a web browser, open Where server_name is the name of the LANDesk Service Desk Web server. The Logon page appears. 2. Enter the User Name and Password, then click Log On. The Current Instances page appears. NOTE: The default User Name and Password are sa and administrator. The User Name is not case sensitive; the Password is case sensitive. We recommend that you change the password when you first log in, using the Change Password link at the top of the Current Instances page. IMPORTANT: This user name and password are specific to the LANDesk Service Desk Configuration Centre. NOTE: For information about configuring the Service Desk Configuration Centre to use Windows authentication to log on, see Using Windows Authentication for the Configuration Centre on page 29. NOTE: Any errors generated by the Configuration Centre are logged in C:\ProgramData\Touchpaper\ServiceDesk.ConfigurationCentre\Logfiles. The Configuration Centre enables you to create multiple instances of LANDesk Service Desk, which you can then configure and manage separately using the Configuration Centre. This enables you to provide LANDesk Service Desk as a Software as a Service (SaaS) solution. For most Service Desk installations you will need only one instance. However, if you want to host multiple Service Desk systems on the same server, using the same installed software, you can create additional instances. There are two ways of creating an instance: Standard Instance creates an instance complete with an application pool and a complete set of Service Desk applications and services Custom Instance creates an empty instance, into which you can create your required application pools, applications and services NOTE: If you choose to create a Standard Instance, you can use the Configuration Centre to delete any applications or services that you do not need, and to change their names if required. To create a Standard Instance: 1. On the Current Instances page, click Create Standard Instance. The Create Standard Instance dialog appears. 2. Type a Name and Description for the Instance. The Name will be used as a prefix for all of the initial names for the created application pools, applications and services. You can edit these names later if required. 3. Complete the fields in the Database connection details group box. NOTE: Use the Test Connection button to confirm that you have entered your database connection details correctly. 8

9 SETTING UP LANDESK SERVICE DESK SUITE 4. Click OK. The instance is created and appears on the Current Instances page. This may take a few moments. 5. To view the details of the instance, click its entry on the Current Instances page. The page for the instance appears, detailing the Application Pools, Applications, and Services that have also been created for the standard instance. NOTE: To return to the list of instances, click Home at the top of the page. To create a Custom Instance: 1. On the Current Instances page, click Create Custom Instance. The Create Custom Instance dialog appears. 9

10 LANDESK SERVICE DESK SUITE SETUP GUIDE 2. Type a Name and Description for the Instance, then click OK. The instance is created and appears on the Current Instances page. 3. To view the details of the instance, click its entry on the Current Instances page. The page for the instance appears. For a Custom Instance, the instance page just shows its creation details and provides links to create an Application Pool or to connect to an existing Service Desk Framework. NOTE: The ability to link an empty Custom Instance to an existing Service Desk Framework enables you to set up an Application Services server that uses the existing Framework application on the Service Desk Web Server. For more information about setting up an Application Services server, see Setting up the Service Desk Application Services Server on page 16. You can delete Service Desk instances that you no longer require. To delete an instance: 1. On the Current Instances list, hold the mouse pointer over the instance that you no longer need. The instance is highlighted and a Delete link appears. 2. Click Delete, then confirm that you want to delete the instance and all of its application pools, applications, and services. The instance is deleted and the Current Instances list updates. NOTE: The Delete ALL link at the top of the Current Instances list enables you to delete all of the instances at once. Creating an Application Pool The web applications installed by the LANDesk Service Desk Suite must be in their own IIS Application Pool on the web server. Before you can configure any Service Desk applications or services, you need to create an Application Pool. NOTE: If you created your Service Desk instance using the Standard Instance link (see Creating a Service Desk instance using the Configuration Centre on page 8), an Application Pool will already have been created that is prefixed with the instance name that you provided. In some circumstances, you may choose to create more than one Application Pool for your Service Desk system. NOTE: For more information about designing your system architecture, see the LANDesk Service Desk Suite Technical Specifications and Architecture Guidelines document. 10

11 SETTING UP LANDESK SERVICE DESK SUITE To create an Application Pool: 1. In the LANDesk Service Desk Configuration Centre, open the required Service Desk instance. 2. Alongside the Application Pools heading, click Create Application Pool. The Create Application Pool dialog appears. 3. Type the required Name for the new Application Pool, then click OK. The Application Pool is created, and the Available Applications section appears for the Service Desk instance. NOTE: You can rename an existing Application Pool using the Edit link alongside the Application Pool's name. Other links alongside the Application Pool's name enable you to Recycle, Start, Stop, and Delete the Application Pool. If you have multiple Application Pools within the instance, links beneath the Application Pools title enable you to Recycle ALL, Start ALL, Stop ALL, and Delete ALL of the Application Pools at once. Creating the Service Desk Web Applications After you have created an Application Pool on the web server for your Service Desk instance, you can create the IIS web applications that the Service Desk Suite uses. NOTE: If you created your Service Desk instance using the Standard Instance link (see Creating a Service Desk instance using the Configuration Centre on page 8), a single configuration of each of the available Applications will already have been created and prefixed with the instance name that you provided. You can create the following applications: Service Desk Framework the core application service for the LANDesk Service Desk Suite, providing services to the Service Desk applications (formerly referred to as Touchpaper Services, or TPS) IMPORTANT: ALL Service Desk systems need at least one Service Desk Framework you cannot create the other applications until you have created one of these. Event Manager Web Service passes Send or Post events from the external application to the Event table for use by LANDesk Event Manager RSS Web Generator accesses and distributes query information to the LANDesk Service Desk RSS Feed Generator Web Access the web-based delivery platform for the LANDesk Service Desk Suite To create an Application: 1. In the LANDesk Service Desk Configuration Centre, open the required Service Desk instance. 2. Under the Available Applications heading, click Create alongside the required application. The Create Application dialog appears. 3. Type the Name of the application, which defaults to <instance.application>. This is used to generate the application's URL, which will be of the form 11

12 LANDESK SERVICE DESK SUITE SETUP GUIDE 4. In the Application Pool list, select the application pool that you want to add the application to. 5. Complete the remaining fields on the dialog as detailed in the appropriate section below, then click OK. The Application is created, and the Configured Applications section updates. NOTE: When you have created a Service Desk Framework application, an Upgrade link appears, which starts the Metadata Manager. For more information, see Run the Service Desk Framework Metadata Manager on page 13. NOTE: When you have created Service Desk Framework or Web Access applications, Diagnostics links appear, which enable you to configure diagnostic logging. For more information, see the LANDesk Service Desk Suite Administrator Guide. Service Desk Framework and Web Access additional fields The same additional values are needed when you create a Service Desk Framework or Web Access application: Database Provider select the type of database you are using (SQL Server or Oracle), then use the other fields in the Database connection details group box to connect to your Service Desk database NOTE: Alternatively, select the Specify as connection string? check box and type the connection information, separating each element with a semi-colon. Refer to your data provider documentation for details about the connection string format. You may need to insert extra parameters for your database. NOTE: Click Test to ensure that the database exists, and that the user name and password are valid. If the test succeeds, then a connection exists; if it fails, then ensure that the details you provided are correct and the database is set up and working correctly, then click Test again. Logon policy enables you to specify explicit or integrated logon for the application Free text search index path sets the path to the knowledge data for the Service Desk suite IMPORTANT: Make sure that the Free text search index path value for both the Service Desk Framework application and the Web Access application point to the same location. This ensures that your searches give the same results from both the Service Desk console and Web Access applications. NOTE: You can, if required, set up your Service Desk Application services on this server. However, we recommend that you create a separate Service Desk Application Services server to run these services. For more information, see Setting up the Service Desk Application Services Server on page 16. CAUTION: If you set up a Service Desk Application Services Server, make sure you have only one instance of each service running at any time. If you have a service running on your Service Desk Application Services Server, make sure that it is not also running on your Service Desk Web Server. Event Manager Web Service additional fields When you create an Event Manager Web Service application, you need to specify the following additional values: Service Desk Framework Url the address of the Service Desk Framework that you want the Event Manager Web Service to use Logon to Service Desk as the system user account that you want the Event Manager Web Service to use to log into the Service Desk Framework RSS Web Generator additional fields When you create an RSS Web Generator application, you need to specify the following additional value: Service Desk Framework Url the address of the Service Desk Framework that you want the RSS Web Generator to use You can also specify the Author for the RSS Web Generator. 12

13 SETTING UP LANDESK SERVICE DESK SUITE Enabling printing of processes in Web Access When you create a Web Access application using the Configuration Centre, three Crystal Reports are copied to the C:\ProgramData\Touchpaper\instance.webaccess\Reports folder. These reports are then used when users click the icon on the Web Access toolbar to print details of the Incident, Problem, or Change that they have open. You can edit these reports to customise their appearance, but you must not change their names. You also need to set the DSN for these reports. NOTE: For information about setting the DSN for Crystal Reports, see Setting the Crystal Reports DSN on page 31. Run the Service Desk Framework Metadata Manager The Service Desk Framework Metadata Manager is a web application that runs on your Service Desk Web server. It sets up the link between the Service Desk Framework and your Service Desk database, and adds the required metadata to this database to provide the required database schema. To set up a data source using the data source interface: 1. In the LANDesk Service Desk Configuration Centre, open the required Service Desk instance. 2. In the Configured Applications group, alongside Service Desk Framework, click Upgrade. The Logon page for the Metadata Manager appears. NOTE: Alternatively, in a web browser, open NOTE: If your web server is configured to use SSL, use 3. Log in to the Metadata Manager. The default password is TPSERVICES. 4. In the.net Data Provider list, select the name of the database type that you are using for Service Desk. 5. Type in the relevant server, user name, password and database details. NOTE: Alternatively, select the Integrated Security check box to use Windows authentication (see Using Windows Authentication for SQL Server on page 29). Or select the Specify Connection String check box and type the connection information, separating each element with a semi-colon. Refer to your data provider documentation for details about the connection string format. You may need to insert extra parameters for your database. 6. Click Test to ensure that the database exists, and the user name and password are valid. If the test succeeds, then a connection exists; if it fails, then ensure that the details you provided are correct and the database is set up and working correctly, then click Test again. 7. Click Next. The Optional Modules page appears. 13

14 LANDESK SERVICE DESK SUITE SETUP GUIDE If you are upgrading your database, then your standard modules are already selected. If any new modules are available for selection, you can add them if required, although you must have the required license to be able to use them - select only those that you need. 8. Select the required language for your system. This sets the language for the metadata that is added to your database. WARNING: Make sure you select the correct language once the metadata has been added to your database you cannot change it using the Metadata Manager. 9. Click Next. The Save Settings page appears listing the data source details you set up for each application and displaying the Unicode status and options. 10. If you want to store Unicode data in your database, select the Convert to Unicode? and Convert user-defined attributes to Unicode? check boxes. NOTE: If you are using Japanese, the Convert to Unicode? and Convert user-defined attributes to Unicode? check boxes are automatically selected. 11. Click Finish to save the details and start the data setup process running. This may take some time. If your system times out, see Dealing with timeout on page 23. A conversion succeeded message appears. NOTE: If you experience problems while upgrading your database, refer to C:\ProgramData\Touchpaper\servicedesk.framework\MetadataManagerLog.xml, which provides diagnostic information. 14

15 SETTING UP LANDESK SERVICE DESK SUITE NOTE: If you are using LANDesk Web Access, make sure that the connection details that you set for it match those you have set here. For more information, see Creating the Service Desk Web Applications on page 11. Test the Service Desk Framework connection and apply the license When you have set up the Service Desk Framework to connect to the database, we recommend that you test this connection and apply your license. The easiest method of testing the Service Desk Framework connection is using the Service Desk Console client application that is installed as part of the default web server installation. On the web server, from the Start menu, start Console from the LANDesk\LANDesk Service Desk group, and log in as SA. The default password is administrator. When you first log in, you are asked to apply a license. Applying your LANDesk Service Desk suite license Before you can use LANDesk Service Desk, you need to apply the license that is ed to you. The following procedure describes how to apply the license using the Service Desk Console. To apply the LANDesk Service Desk Suite license: 1. Save the license file attached to the to your computer. The license file has an extension of.tpc. 2. Start the Service Desk Console and log in as SA. The default password is administrator. 3. From the shortcut bar, start the License Maintenance component. 4. Click next to License File. The Browse dialog appears. 5. Browse for the *.tpc file that was ed to you. The license file is selected. 6. Click Upload. The license is uploaded and applied. The View License Content fields update. CAUTION: If your Service Desk system contains more analysts that are allocated a fixed license than your license file allows, the license is still applied. However, you will need to change the user license allocation before any analysts allocated a fixed license can log in. 15

16 LANDESK SERVICE DESK SUITE SETUP GUIDE Setting up the Service Desk Application Services Server When you have set up and configured your Service Desk Web Server, you can set up and configure your Service Desk Application Services Server. CAUTION: Make sure you have no more than one instance of each service running at any time for each Service Desk Instance. If you have a service running on your Service Desk Application Services Server, make sure that it is not also running on your Service Desk Web Server. The Service Desk Application Services Server typically hosts a Service Desk Framework web application, and any of the following services that you require: Background Service maintains the knowledge and free text search database, manages licensing, and provides notifications and escalation point calculations CI Linking Service the CI Linking service used by the CI Structure component Configuration Manager consolidates asset data from multiple data sources Data Import Service schedules data imports 16

17 SETTING UP LANDESK SERVICE DESK SUITE Event Manager Service controls the polling and housekeeping of the Event table used by LANDesk Event Manager Knowledge Management Engine schedules the building of the knowledge database and resets the status of expired articles to Created so that they are not included in future knowledge builds Mail Manager - Inbound Service reads messages from mailboxes and performs various business functions based on the content of these messages Mail Manager - Outbound Service generates and sends messages with data from your Service Desk system to designated recipients Management Information Engine creates an archive of metric data for each day that can be displayed by LANDesk Management Information on its trend charts Query Report Scheduling Service schedules the running of scheduled reports and queries Resource Manager Service synchronises Resource Manager and Microsoft Outlook To set up the Service Desk Application Services Server: 1. Install the Server (includes client) option from the Service Desk installer, as you did on the Service Desk Web Server. For more information, see Setting up the Service Desk Web Server on page Using the Service Desk Configuration Centre, create an application pool (see Creating an Application Pool on page 10), and a Service Desk Framework application (see Creating the Service Desk Web Applications on page 11). 3. Make sure that the Service Desk Framework application is connected to the same database as on the Service Desk Web Server. NOTE: Alternatively, you could create a Custom Instance and then use the Existing link to use the existing Service Desk Framework on your Service Desk Web Server. To create a Service: 1. In the LANDesk Service Desk Configuration Centre, open the required Service Desk instance. 2. Under the Available Services heading, click Create alongside the required service. The Create Service dialog appears. 3. In the Service Desk Framework Url field, type the address of the Service Desk Framework that you want the service to use. 4. In the Logon to Service Desk as field, type the name of the Service Desk system user account that you want this service to log on with. 5. Complete the remaining fields on the dialog as detailed in the appropriate section below, then click OK. The Service is created, and the Configured Services section updates. NOTE: You can change the settings for an existing service using the Edit link alongside the service's name. Other links alongside the services' names enable you to Start, Stop, and Delete the services. If you have multiple services configured, links beneath the Configured Services title enable you to Start ALL, Stop ALL, Restart ALLand Delete ALL of the services at once. Setting the log severity For some of the services, you can configure the Log severity on the Service dialog. This enables you to specify the level of diagnostic logging you want to record for the service. 17

18 LANDESK SERVICE DESK SUITE SETUP GUIDE Services additional fields You can set some additional values for some of the services: Poll time (minutes) for the Query Report Scheduling Service and the Mail Manager services you can specify the frequency that the services poll. Crystal Reports User Name and Crystal Reports Password for the Mail Manager - Outbound Service, you can specify the database user name and password that it uses for Crystal Reports. Services as System Tray applications Some of the services that you run on your Application Services server can also be run as System Tray applications. You cannot use these if you have more than one Service Desk instance on your server. NOTE: For information about configuring the System Tray applications, see Configuration Settings Tool on page 22. Design your system and import data When you have set up the database, Web server, Application Services server, and they all communicate with each other, we recommend that you design your system and import any existing data (users, CIs, and so on). NOTE: Information about designing your system is available in the LANDesk Service Desk Suite Designer Guide; information about importing and configuring data is available in the LANDesk Service Desk Suite Administrator Guide. Set up the client Console applications When your system is ready for your analysts, you can install the Console clients. LANDesk One Touch provides a mechanism for deploying many clients over a network; for information about One Touch, refer to the separate One Touch document. On each client computer, run the installer, and choose the Client option. This installs: Console provides access to all of the features of the LANDesk Service Desk suite. This includes user interfaces for the design and configuration of all Service Desk applications (including server applications), the administration of all data held within the Service Desk database, the execution of Service Desk business features (for example raising and progressing an Incident) and the generation of management information. Telephony Flashcard provides an interface between your LANDesk Service Desk system and your telephony system. This requires an additional server setup - refer to the separate Telephony documentation. Ticker provides a scrolling ticker that provides real-time information from your LANDesk Service Desk system. Configuring Mobile Web Desk Mobile Web Desk uses the same installation as the regular Web Access. You can control when Mobile Web Desk rather than the regular Web Access appears in two ways: by creating a separate Web Access application and setting it to always display as Mobile, and as a result using different web addresses for Mobile Web Desk and regular Web Access by associating specific device and operating system combinations with Mobile Web Desk NOTE: Some devices, such as iphones always use Mobile Web Desk and cannot use regular Web Access. 18

19 SETTING UP LANDESK SERVICE DESK SUITE Configuring a separate web address for Mobile Web Desk The easiest way of controlling when Mobile Web Desk is used is to add another Web Access application to your Service Desk instance, and then set this to always display as Mobile Web Desk. The advantage of this method is that you can be confident that regular Web Desk will not inadvertently be displayed on mobile devices. The disadvantages are that you have to publicise two web addresses, and maintain two applications. To create a separate web address for Mobile Web Desk: 1. In the LANDesk Service Desk Configuration Centre, open the required Service Desk instance. 2. Under the Available Applications heading, click Create alongside Web Access. The Create Application dialog appears. 3. Create the application as described in Setting up the Service Desk Web Server on page 7. NOTE: We recommend using a Name of the form instance.mobile. 4. On your Service Desk Web Server, browse to the folder C:\ProgramData\Touchpaper\ServiceDesk.Mobile. Where ServiceDesk.Mobile is the Name of the web application you want to use for Mobile Web Desk. 5. From this folder, open tps.config in a text editor. 6. Add the following line immediately above the line </appsettings> near the bottom of the file: <add key="alwaysmobile" value="true" /> 7. Save the changes. This web address now always displays Mobile Web Desk. Associating specific devices with Mobile Web Desk If you don't want to use separate web addresses, and maintain separate applications for Mobile Web Desk and regular Web Access, there is an alternative. You can instead use a single Web Access application and associate specific device and operating system combinations with Mobile Web Desk. The disadvantages of this technique are that you need to configure each different device and version of device, and each version of operating system on each device separately. If the operating system on a device is upgraded, you may have to configure it to use Mobile Web Desk again. Similarly, if someone starts using a new version of a device, you may have to configure it to use Mobile Web Desk. To associate a specific device and operating system combination with Mobile Web Desk: 1. On the mobile device, display Where server/instance.webaccess is the standard Web Access address. The Mobile Access Configuration page appears. 2. In the Password field, type mobile, then click Log on. The page updates to show a button that enables you to toggle between Mobile Web Desk and regular Web Desk. NOTE: Clicking this button updates which version of Web Desk appears for ALL instances of that device running that version of its operating system. 19

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21 Appendix: additional information This section provides additional information that is not required for most installations. You can find out about: Configuration Settings Tool on page 22 Dealing with timeout on page 23 Setting case insensitivity for Oracle (N)CLOB fields on page 24 Set Services Location on page 24 Restoring the Service Desk Framework default settings on page 25 Silent installation on page 25 Application server engine settings on page 25 Novell Integration on page 26 LDAP Server authentication on page 27 Using Windows Authentication for SQL Server on page 29 Using Windows Authentication for the Configuration Centre on page 29 Setting the Crystal Reports DSN on page 31

22 LANDESK SERVICE DESK SUITE SETUP GUIDE Configuration Settings Tool The Configuration Settings Tool enables you to set the connection details for the system tray applications that you can run on your LANDesk Service Desk Application Services Server. NOTE: If you have chosen to run these Application Services as Windows Services, use the LANDesk Service Desk Configuration Centre to configure them. The Configuration Settings Tool is for use with the system tray applications only. To change the connection details for the server applications: 1. From the Start menu on the Application Server, start Password Configuration Tool from the LANDesk LANDesk Service Desk group. The Configuration Settings Tool starts. 2. Select the check boxes that correspond to the applications for which you want to change the connection details. 3. In the Username box, type the name of the System User account that you want to log in to the application with. 4. In the Service Desk Server Name box, type the name of the Service Desk Web server. 5. In the Service Desk Framework box, type the name of the Service Desk Framework web application. 6. In the Crystal Username and Crystal Password boxes, type the database user name and password that you use for Crystal Reports. This is used by the Outbound Mail Engine. 22

23 APPENDIX: ADDITIONAL INFORMATION 7. Click Apply. The.config files for the selected applications are updated. Dealing with timeout If your system times out before your Service Desk Framework settings are saved, then you need to adjust machine.config in your system microsoft.net\framework\v \config folder. To adjust your timeout values: 1. Using Notepad, open machine.config, then search for responsedeadlockinterval in the <processmodel> element. The default attribute is responsedeadlockinterval="00:03:00". 2. Increase "00:03:00" to "00:09:00". You may need to further increase this value. 3. Search for executiontimeout in the <processmodel> element. The default attribute is executiontimeout="90". 4. Increase "90" to "300". You may need to further increase this value. 5. Save your changes, then close Notepad. 6. Restart IIS. 7. On the MDM Save Settings page, ensure that the details are correct, then click Finish. Your details are saved. You may also need to increase the WebService timeout value for applications waiting for a response from the Service Desk Framework, particularly if you are importing data from a slow data source (such as LDAP) or are trying to read large amounts of data from the data source. You must adjust the WebService timeout values in each of the following files: Console.exe.config, found in the LANDesk\Service Desk\Console folder Touchpaper.Service.DataImport.SystemTray.exe.config, found in the LANDesk\Service Desk\AppServices folder Touchpaper.Service.DataImport.WindowsService.exe.config, found in the LANDesk\Service Desk\AppServices folder Touchpaper.Service.AssetManagerEngine.ScheduleSystemTray.exe.config, found in the LANDesk\Service Desk\AppServices folder Touchpaper.Service.AssetManagerEngine.SchedulingService.exe.config, found in the LANDesk\Service Desk\AppServices folder NOTE: You may also need to increase the WebService timeout values for other services, depending on your set up. Modify the exe.config file for these services as required. To adjust your WebService timeout values: 1. Using Notepad, open Console.exe.config, then insert the following line in the <appsettings> section: <add key="webservicetimeout" value="500000" /> (Where is the time in milliseconds.) You can increase this value as necessary. NOTE: The default setting is milliseconds (100 seconds). A value of -1 will set an infinite timeout. 23

24 LANDESK SERVICE DESK SUITE SETUP GUIDE 2. Save your changes, then close Notepad. 3. Repeat from step 1 for each of the WebService files listed above. 4. Restart IIS. 5. On the MDM Save Settings page, ensure that the details are correct, then click Finish. Your details are saved. Setting case insensitivity for Oracle (N)CLOB fields If you are using an Oracle database and want to enable case insensitivity on (N)CLOB fields (for example, for use in query criteria on a description field), you need to add the following key to C:\ProgramData\Touchpaper\ServiceDesk.Framework\tps.config and C:\ProgramData\Touchpaper\ServiceDesk.WebAccess\tps.config: <add key="clobcaseinsensitivity" value="true" /> Set Services Location The Set Services Location utility enables you to change the Service Desk Framework connection and the language setting for your Service Desk Console. You can use this on your Web server to set the Console installation on the server to use different instances of Service Desk. NOTE: Alternatively, you could create a different Console for each Service Desk instance you have created by copying the entire Console folder, and editing the console.exe.config files to use the appropriate Frameworks. To set your Framework location: 1. From the Program Files\LANDesk\Service Desk\Console folder, start Touchpaper.Tools.AppConfigUpdate.exe. The Application Configuration Tool dialog appears. 2. In the Touchpaper Services Location box, type the URL to your Service Desk Framework. This is: name>/<web application name> For example, The text you type in here will be inserted into your Service Desk Console configuration files so that they can reference the Service Desk Framework. 3. In the Language list, select the relevant language. 4. In the Application Location box, browse for the LANDesk Service Desk folder in the LANDesk directory. 5. Select the Include Subdirectories check box to update configuration files in the subdirectories, then click Update. The changed files are listed in the Results window. 24

25 APPENDIX: ADDITIONAL INFORMATION Restoring the Service Desk Framework default settings If you want to restore your default settings for the Service Desk Framework, then you need to reset the data source setup. To reset the Service Desk Framework default settings: In the Service Desk Framework Metadata Manager, on the Touchpaper Services Data Source page, click Reset. The default settings are restored and your changes are overwritten. Silent installation You can install Service Desk clients silently from a command line by typing: setup.exe /s InstallDir="directory" ServerName="server" ApplicationName="name" Language="code" Where the parameters following /s are optional: InstallDir="directory" specifies the folder where Service Desk is installed. Defaults to C:\Program Files (x86)\landesk\service Desk. ServerName="server" specifies the server where the Service Desk Framework is installed. Defaults to localhost. ApplicationName="name" specifies the name of the Service Desk Framework web application in IIS. Defaults to ServiceDesk.Framework. Language="code" specifies the language to install. Defaults to en (English); other options are de (German), fr (French), pt (Portuguese), es (Spanish), ja (Japanese), or zh (Simplified Chinese). NOTE: The silent installer also installs any pre-requisites (such as.net, WSE and Crystal runtimes). Example silent installations To install to the default location (C:\Program Files (x86)\landesk\service Desk), and use the Service Desk Framework at type: Setup.exe /s To install in German to E:\Service Desk using a Service Desk Framework called LDSD.Framework on a server called Server001, type: Setup.exe /s InstallDir="E:\Service Desk" ServerName="Server001" ApplicationName="LDSD.Framework" Language="de" Application server engine settings You can configure the following settings in the engines that are installed on your Service Desk Application Services server: Log Severity Application Server event messages are stored in the Windows Event Viewer Application Log each time the services poll. Messages are stored according to severity, categorised as follows: Trace includes low-level detail for diagnostics. Information includes details on successful processing. Any warnings, errors, and criticallevel information are also shown in the log. Warning details where a problem has occurred in running the services, but the process completed successfully. Any errors and critical-level information are also shown in the log. 25

26 LANDESK SERVICE DESK SUITE SETUP GUIDE Error details processing errors that prevented the services from proceeding with an action. Any critical-level information is also shown in the log. Critical details the highest severity level; for example, where the services have stopped. If you select this level, ONLY critical information appears in the log. NOTE: The default severity is Error. If you want to log messages of a different severity, then you need to change the relevant configuration files. CAUTION: If you select a logging level of Information or Trace, these messages will quickly fill the Application Log. Messages cannot be written to the Application Log when the log is full. Shutdown Timeout The time in seconds that the engine will process data before timing out. Abort Action on Shutdown Set the value to true if you want to cancel the current action when the system shuts down. PollTimeMinutes The frequency in minutes at which the Inbound Mail and Outbound Mail engines poll. The default is set to 10. TPS Host The virtual directory for the Service Desk Framework. (Pre-populated.) Url The virtual directory for the Service Desk Framework. (Pre-populated.) Username The Service Desk administrator username. Password The Service Desk administrator password. Culture Either English (en), German (de), French (fr), Japanese (ja), Portuguese (pt), or Russian (ru). To configure the engines: 1. After installing the engine that you want to configure, open the C:\Program Files\LANDesk\Service Desk\AppServices folder. 2. Right-click the relevant.exe.config file that you want to edit (either for setting up the engine as a system tray or windows service), then click Edit. For example, the Inbound Mail Engine system tray file is: Touchpaper.Service.Mail.Inbound.SystemTray.exe.config; whereas the windows service file is: Touchpaper.Service.Mail.Inbound.WindowsService.exe.config 3. Change the settings as required, then save and close the file. NOTE: If the engine is currently running, then you need to restart it in order for these changes to take effect. Novell Integration You can integrate Service Desk with Novell if required. This enables you to use integrated login using your Novell authentication. In addition to specifying whether you want to use Integrated Login when you installed the Service Desk suite, there are a number of steps that you have to follow to fully integrate Service Desk. To integrate the Service Desk Console with Novell V7: 1. Install the Service Desk Console, and ensure that you select the Integrated Login option. 2. On each client, install Novell_Client_4.91_SP2_English.exe and Nwsess.ocx. 3. Register Nwsess.ocx. 4. Copy and paste link.jar from the LANDesk\Service Desk\Console folder into the same path on the workstation(s) where ConsoleOne is installed. This Novell snapin affects the launch of ConsoleOne. For more information, see the ZENworks and CA Unicenter Integration technical information document on the Novell website (TID ). 26

27 APPENDIX: ADDITIONAL INFORMATION 5. Start the Service Desk Console, then on the Settings menu, click System. 6. Under the Login Settings group, alongside the Is Novell Client property, select True. 7. Alongside the Login Policy property, select either All or Integrated Only. NOTE: If you select All, then integrated login is tried first, and if the login information for that user is not those specified for the client computer, then manual login is available. If you select Integrated Only, you must ensure that the user and client computer information are the same. NOTE: You now need to set up each user so that their Novell information is recorded. For more information, see the LANDesk Service Desk Suite Administrator Guide. LDAP Server authentication You can configure Service Desk to authenticate directory services users against an LDAP server (using a domain password) instead of using a Service Desk user's password. This is different from using integrated logon and cannot be used with integrated logon, but still enables user accounts to be maintained separately from Service Desk and for users to use a single password. The user name provided is used to look up the external user name from the User Network Login value. The Network Login value and the password supplied is then used to authenticate against the directory services object specified in the configuration. NOTE: SA always logs in using the standard explicit logon, bypassing the LDAP authentication. Before you can use LDAP Server authentication, you need to use the Administration component of the Service Desk console to add network logins to users, and populate them with the LDAP distinguished names: If authenticating with edirectory: CN=name,O=organisation If authenticating with ActiveDirectory: CN=user.name,CN=users,DC=domain,DC=com There are three types of LDAP Server authentication: Active Directory edirectory using the clear text port (default 389) edirectory using the SSL/TLS port (default 636) and server-side certificates only To set up LDAP Server authentication for Active Directory: 1. On your Service Desk Web server, in both of the folders C:\ProgramData\LANDesk\ServiceDesk\servicedesk.Framework and C:\ProgramData\LANDesk\ServiceDesk\servicedesk.WebAccess (where servicedesk is the instance name), update the <ServerObject> value in DirectoryServiceAuthentifictionConfiguration.xml to point to the LDAP server. For example: <ServerObject>LDAP://servername:389/cn=users,dc=company,dc=com</ServerObject> 2. To both..programdata\landesk\servicedesk\servicedesk.framework\tps.config, and..programdata\landesk\servicedesk\servicedesk.webaccess\tps.config, add the line: <add key="authenticationprovider" value="touchpaper.integrations.ldaplogon.directoryserviceauthenticationprovider" /> 3. In the LANDesk Service Desk Configuration Centre, open the required Service Desk instance. 4. Alongside the Service Desk Framework application, click Edit. The Edit Application dialog for the Service Desk Framework appears. 27

28 LANDESK SERVICE DESK SUITE SETUP GUIDE 5. In the Configuration parameters group, select Explicit only in the Logon policy list, then click OK. 6. Alongside the Web Access application, click Edit. The Edit Application dialog for Web Access appears. 7. In the Configuration parameters group, select Explicit only in the Logon policy list, then click OK. When logging on, you use the associated domain user's network password. To set up LDAP Server authentication for edirectory: 1. On your Service Desk Web server, in both of the folders C:\ProgramData\LANDesk\ServiceDesk\servicedesk.Framework and C:\ProgramData\LANDesk\ServiceDesk\servicedesk.WebAccess (where servicedesk is the instance name), open either OpenLDAPAuthentifictionConfiguration.xml or OpenLDAPSSLAuthentifictionConfiguration.xml in a text editor. 2. Update the <Server> value to the ip address for the LDAP server. 3. Update the <Port> value to the relevant port (the defaults are 389 for the clear text port or 636 for the SSL/TLS port). 4. Set the <TestDN> value to an edirectory object that all users can read. This is used to verify that this object can be read using the supplied credentials. (For example, o=testdomain) 5. To both..programdata\landesk\servicedesk\servicedesk.framework\tps.config, and..programdata\landesk\servicedesk\webaccess\tps.config, add the line: <add key="authenticationprovider" value="touchpaper.integrations.openldaplogon.openldapauthenticationprovider" /> or the line: <add key="authenticationprovider" value="touchpaper.integrations.openldapssllogon.openldapsslauthenticationprovider" /> 6. In the LANDesk Service Desk Configuration Centre, open the required Service Desk instance. 7. Alongside the Service Desk Framework application, click Edit. The Edit Application dialog for the Service Desk Framework appears. 8. In the Configuration parameters group, select Explicit only in the Logon policy list, then click OK. 9. Alongside the Web Access application, click Edit. The Edit Application dialog for Web Access appears. 10. In the Configuration parameters group, select Explicit only in the Logon policy list, then click OK. When logging on, you use the associated domain user's network password. Exception logging for LDAP Server authentication If you are having problems configuring LDAP Server authentication, you can enable exception logging to help you to identify the problem. By default, this is disabled, and we recommend that you disable the exception logging again when you have finished your investigations. To enable exception logging for LDAP Server authentication: 1. Open the appropriate authentication configuration XML file in a text editor. That is DirectoryServiceAuthentifictionConfiguration.xml, OpenLDAPAuthentifictionConfiguration.xml, or OpenLDAPSSLAuthentifictionConfiguration.xml. 28

29 APPENDIX: ADDITIONAL INFORMATION 2. Change the line: <ShowExceptions>false</ShowExceptions> to <ShowExceptions>true</ShowExceptions> and save the changes. Using Windows Authentication for SQL Server This section describes how to set up Service Desk to use Microsoft SQL Server using Windows authentication, rather than SQL Server authentication. IMPORTANT: Ensure you have a Windows account with enough rights to log into SQL Server. To configure Service Desk for SQL Server using Windows authentication: 1. In the LANDesk Service Desk Configuration Centre, open the required Service Desk instance. 2. Alongside the Service Desk Framework application, click Edit. The Edit Application dialog for the Service Desk Framework appears. 3. In the Database connection details group, select the Integrated Security check box, then click OK. 4. Alongside the Web Access application, click Edit. The Edit Application dialog for Web Access appears. 5. In the Database connection details group, select the Integrated Security check box, then click OK. 6. Using the Service Desk Configuration Centre, determine the Application Pool used by ServiceDesk.Framework. 7. Modify the Identity property of the application pool in use. In IIS 6, expand Application Pools, right-click the application pool found above and click Properties. On the Identity tab set the Windows user account you are using. In IIS 7, select Application Pools, right-click the application pool found above and click Advanced Settings. Set the Identity property to the Windows user account you are using. Using Windows Authentication for the Configuration Centre This section describes how to set up the Service Desk Configuration Centre to use Windows authentication, rather than logging in using its logon page. The exact steps required depend on whether your Service Desk Web Server is running Microsoft Windows Server 2008 or Microsoft Windows Server Microsoft Windows Server 2008 To configure the Service Desk Configuration Centre to use Windows authentication on Windows 2008: 1. In Internet Information Services Manager, expand the Sites\Default Web Site branch, then select the ServiceDesk.ConfigurationCentre application. 2. In the Features View panel on the right, double-click Authentication. 3. Right-click Windows Authentication, then click Enable. 4. Right-click Anonymous Authentication, then click Disable. 5. Disable any other type listed other than Windows. After the Configuration Centre application has been configured for Windows authentication, only users that have permissions to the Configuration Centre folder can access it. The next steps edit the folder permissions to allow or deny access to domain users and groups. 29

30 LANDESK SERVICE DESK SUITE SETUP GUIDE 6. Right-click the ServiceDesk.ConfigurationCentre application, then click Edit Permissions. The Properties dialog appears. 7. On the Security tab, click Edit, and add the required domain users and groups. Microsoft Windows Server 2003 To configure the Service Desk Configuration Centre to use Windows authentication on Windows 2003: 1. In Internet Information Services Manager, expand the Web Sites\Default Web Site branch. 2. Right-click the ServiceDesk.ConfigurationCentre virtual directory, then click Properties. The Properties dialog appears. 3. On the Directory Security tab, click Edit in the Authentication and access control section. The Authentication Methods dialog appears. 4. Clear the Enable anonymous access check box. 5. Under Authenticated access, make sure that the Integrated Windows authentication check box is selected, and that all the other check boxes are cleared. After the Configuration Centre application has been configured for Windows authentication, only users that have permissions to the Configuration Centre folder can access it. The next steps edit the folder permissions to allow or deny access to domain users and groups. 6. Right-click the ServiceDesk.ConfigurationCentre virtual directory, then click Permissions. The Security dialog appears. 7. On the Security tab, Add the required domain users and groups. Limiting access by IP address You can also limit access to the Configuration Centre to only specific IP addresses or IP ranges to ensure that only authorised Service Desk administrators have access. The exact steps required depend on whether your Service Desk Web Server is running Microsoft Windows Server 2008 or Microsoft Windows Server NOTE: You need to have the IP Address and Domain Restrictions role service installed on Windows 2008 Server. To limit access by IP address on Microsoft Server 2008: 1. In Internet Information Services Manager, select the ServiceDesk.ConfigurationCentre application. 2. In the Features View panel on the right, double-click IP Address and Domain Restrictions. 3. Click Edit Feature Settings in the Actions panel on the right and set the default access to Deny. 4. Click Add Allow Entry in the Actions panel to create rules for allowing access. To limit access by IP address on Microsoft Server 2003: 1. In Internet Information Services Manager, right-click the ServiceDesk.ConfigurationCentre virtual directory, then click Properties. The Properties dialog appears. 2. On the Directory Security tab, click Edit in the IP address and domain name restrictions section. The IP address and Domain Name Restrictions dialog appears. 3. Set the default access to Denied access, then click Add to create specific rules for allowing access. 30

31 APPENDIX: ADDITIONAL INFORMATION Setting the Crystal Reports DSN The Server installation of the LANDesk Service Desk Suite installs a number of Crystal Reports, along with an application that enables you to set the DSN for all of your Crystal Reports and their associated subreports. To set the Crystal Reports DSN: 1. From the..\program Files\LANDesk\Service Desk\Reports folder, run CrystalReportsDSNSetter.exe. The Set Crystal Reports DSN dialog appears. 2. Browse to the folder where your reports are stored, complete the data source details, then click Run. The DSN for all of the reports in the selected folder, and their sub-reports, is set. Setting the Crystal Reports data source location for reports that contain subreports The Set Crystal Reports DSN utility does not support setting the data source location for reports that contain subreports (for example, the supplied Task.rpt). For these reports, you need to use Crystal Reports to set the data source location both for the report itself and any subreports inside the report. In Crystal Reports, from the Database menu, click Set Datasource Location. Update the Datasource Location for the report and all of the subreports. NOTE: For more information, see the documentation supplied with Crystal Reports and the LANDesk Community web site. 31