Richmond Web Services Installation Guide Web Reporting Version 10.0 Richmond Systems Ltd, West House, West Street, Haslemere, Surrey, GU27 2AB Tel: +44 (0)1428 641616 - Fax: +44 (0)1428 641717 - info@richmondsys.com - www.richmondsys.com VAT Registered No. GB521 6220 90 Registered in England No. 2313585 Registered Office: 9 St George's Yard, Castle Street, Farnham, Surrey GU9 7LW
1. Introduction Welcome to the Richmond ServiceDesk Web Reporting installation guide. This guide is provided to help with the first-time installation of Richmond ServiceDesk Web Reporting. It is strongly advised that this guide is read thoroughly prior to attempting installation. UPGRADING?...always back up your ServiceDesk database before upgrading! To discuss licensing, maintenance contracts, on-site upgrade support or general consultancy please contact your account manager or call 01428 641616 or email info@richmondsys.com. For Technical Support and documentation please contact us or visit the Customer Zone. support@richmondsys.com 01428 647333 www.richmondsys.com/customerzone Richmond Web Services Installation Guide Page 2
2. Contents 1. Introduction... 2 2. Contents... 3 3. What s in the Web Reporting installation... 4 4. ServiceDesk Web Reporting Installation... 4 5. Installation Steps... 6 5.1 Verify IIS configuration... 10 6. Configuring Web Reporting database connection... 11 Appendix... 14.Net Framework permissions... 14 Richmond Web Services Installation Guide Page 3
3. What s in the Web Reporting installation Richmond Web Reporting The Web Reporting interface allows Specialists to run Crystal Reports against ServiceDesk from the windows client or a web browser. 4. ServiceDesk Web Reporting Installation 4.1 Hardware Requirements 32-bit or 64-bit Operating System Dual-core 2GHz or higher CPU 512 MB RAM above minimum OS memory requirements Minimum 310 MB disk space required (if installing all components) 4.2 Software Requirements Windows 7, 8, 8.1, 2008 R2, 2012, 2012 R2 64-bit Operating System (IIS Application Pools must be set to run in 32 bit mode when using 64-bit server) ASP.Net 1.1 (included with installer) Web Server (IIS) Role installed with the following options Common HTTP Features Default Document HTTP Errors Static Content Security Windows Authentication (Optional) Application Development.Net Extensibility 3.5 ASP.Net 3.5 ISAPI Extensions ISAPI Filters Management Tools IIS Management Console Richmond Web Services Installation Guide Page 4
4.3 Conflicting Software It is recommended to avoid installations of ServiceDesk, SQL Server and IIS on Domain Controllers. In addition, the following software is known to interfere with ServiceDesk installations/operation. URL Rewrite Module (for IIS) WSUS (Windows Server Update Services) Exchange Web Services (OWA) SharePoint Network discovery/monitoring applications such as Centennial Discovery. 4.4 Browser Compatibility IE9 and up Firefox 10 and up (except Report Scheduling) Chrome 18 and up (except Report Scheduling) Safari 5.1.7 and up (except Report Scheduling) Richmond Web Services Installation Guide Page 5
5. Installation Steps Note: Please ensure you have an operational ServiceDesk database BEFORE proceeding with these steps, as the web reporting interface will require a connection to it. 1. Run the Richmond_Web_Services.exe executable from your Richmond ServiceDesk CD or download location. You may be prompted to install the Microsoft Visual C++ 2005 Redistributable SP1 + ATL; this is required to allow Web Reporting to function correctly. 2. Click Next at the following screen. Richmond Web Services Installation Guide Page 6
3. Read and agree to the terms of the license agreement, then click Next. 4. At the Customer Information screen, enter the User Name and Organisation that this installation of ServiceDesk should be registered to. This screen also allows you to install ServiceDesk for all users of the computer, or only the user performing the installation. Make your choice and click Next. 5. Click Next at the following screen. Richmond Web Services Installation Guide Page 7
6. At the Setup Type screen choose a Complete installation. Richmond Web Services Installation Guide Page 8
7. Click Install to proceed. Richmond Web Services Installation Guide Page 9
8. Click Finish to complete the installation. 5.1 Verify IIS configuration The Richmond installer should have automatically configured your IIS Server with all the necessary Application Pools. You can verify this in the IIS management console under Start > Control Panel > Administrative Tools > Internet Information Services (IIS) Manager Click on the Application Pools node in the left-hand tree. Verify that the RSDReporting application pool exists, and that its attributes match those shown below. If you find issues and are unsure of how to configure Application Pools in IIS, contact our support team via the methods listed on page 2 of this document. Richmond Web Services Installation Guide Page 10
6. Configuring Web Reporting database connection The following steps must be completed in order to provide Web Reporting with connectivity to your ServiceDesk SQL database. Further configuration options are available from within the Setup Console, but these steps must be completed as a bare minimum. 1. Go to Start > All Programs > Richmond Systems > SupportDesk > SupportDesk Web Interfaces > Right-click the Self Service Portal & Web Reports Administration icon and choose Run as Administrator. 2. Ensure that the Edit Web Reports Config File radio button is selected at the top of the window. Richmond Web Services Installation Guide Page 11
3. If, during installation, you changed the directory of your Web Reporting module from the default location (C:\inetpub\wwwroot\supportdesk\SupportDeskReporting), then all fields will be blank and you will need to manually specify the location of your web.config file: Click the... button to open the file explorer and locate the web.config file. Alternatively, type the path directly into the Web Config File text box. Now click Load to load the settings into the console. If you installed your Web Reporting to the default location on C:, then the correct path to your web.config file will already be set. 4. Type the hostname or IP address of your MS SQL Server into the SQL Server text box. (Please remember to include the instance name if you are running on an instanced SQL Server. - E.g. MyServer\SQLEXPRESS) 5. Type the name of your database into the Database text box (if different from RSUPDESK). 6. Click Test to verify the connection settings. A successful test will display SQL Server Connection Completed Successfully. 7. Once you entered the correct settings and successfully tested them, click the Save button at the bottom of the console. Click OK at the Save Successful prompt. Richmond Web Services Installation Guide Page 12
8. If you have already installed the Richmond Web Client (Specialist Web), and the Self Service Portal (SSP), you can also configure their database connection settings from this utility. 9. Test that your reporting interface is working by connecting to the following URL in your web browser: http://[myserver]/rsdreporting Richmond Web Services Installation Guide Page 13
Appendix.Net Framework permissions If the.net Framework was installed before IIS, the correct permissions for Web Reporting may not have been applied. To correct the permissions: either reinstall the.net Framework or type the following command into Start > Run and press OK: %systemroot%\microsoft.net\v1.14322\aspnet_regiis.exe /I Richmond Web Services Installation Guide Page 14
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