Nimsoft Service Desk. Installation Guide 6.2.0

Transcription

1 Nimsoft Service Desk Installation Guide 6.2.0

2 Legal Notices Copyright 2011, Nimsoft Corporation See the third-party applications section for additional legal information. Warranty The material contained in this document is provided "as is," and is subject to being changed, without notice, in future editions. Further, to the maximum extent permitted by applicable law, Nimsoft Corporation disclaims all warranties, either express or implied, with regard to this manual and any information contained herein, including but not limited to the implied warranties of merchantability and fitness for a particular purpose. Nimsoft Corporation shall not be liable for errors or for incidental or consequential damages in connection with the furnishing, use, or performance of this document or of any information contained herein. Should Nimsoft Corporation and the user have a separate written agreement with warranty terms covering the material in this document that conflict with these terms, the warranty terms in the separate agreement shall control. Technology Licenses The hardware and/or software described in this document are furnished under a license and may be used or copied only in accordance with the terms of such license. No part of this manual may be reproduced in any form or by any means (including electronic storage and retrieval or translation into a foreign language) without prior agreement and written consent from Nimsoft Corporation as governed by United States and international copyright laws. Restricted Rights Legend If software is for use in the performance of a U.S. Government prime contract or subcontract, Software is delivered and licensed as "Commercial computer software" as defined in DFAR (June 1995), or as a "commercial item" as defined in FAR 2.101(a) or as "Restricted computer software" as defined in FAR (June 1987) or any equivalent agency regulation or contract clause. Use, duplication or disclosure of Software is subject to Nimsoft Corporation s standard commercial license terms, and non-dod Departments and Agencies of the U.S. Government will receive no greater than Restricted Rights as defined in FAR (c)(1-2) (June 1987). U.S. Government users will receive no greater than Limited Rights as defined in FAR (June 1987) or DFAR (b)(2) (November 1995), as applicable in any technical data. Trademarks Adobe, Acrobat, Acrobat Reader, and Acrobat Exchange are registered trademarks of Adobe Systems Incorporated. Intel and Pentium are U.S. registered trademarks of Intel Corporation. Java(TM) is a U.S. trademark of Sun Microsystems, Inc. Microsoft and Windows are U.S. registered trademarks of Microsoft Corporation. Netscape(TM) is a U.S. trademark of Netscape Communications Corporation. Oracle is a U.S. registered trademark of Oracle Corporation, Redwood City, California. UNIX is a registered trademark of the Open Group.

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5 Contents Contents 5 Chapter 1: Introduction 7 Prerequisites... 7 Hardware Recommendations... 7 Operating System Prerequisites... 7 Database Prerequisites... 9 Client Browser Requirements Others Modes of Deployment Chapter 2: Installation Process 13 Copy Install files from Installation Package Installation Typical Installation Custom Installation Installing on Multiple Tomcat Instances Restarting Tomcat Instances Clustered Installation Console Based (Non GUI) Installation Post-Installation Application Set-up Actions Configuring Inbound s Configuring Outbound s Configuring and Enabling Job Triggers Adding Licenses Chapter 3: Upgrade Installation 52 Chapter: 4 Uninstall 53 Uninstall Windows Installation Single Tomcat Instance Uninstall Windows Installation Multiple Tomcat Instances Uninstall Linux Installation Single Tomcat Instance Uninstall Linux Installation Multiple Tomcat Instances Contents 5

6 Chapter 5: Obtaining Additional Help 59 Chapter 6: Troubleshooting 61 Chapter 7: Glossary 66 6 Nimsoft Service Desk Installation Guide

7 Chapter 1: Introduction Nimsoft Service Desk (NSD) is a software application that supports IT service management and manages IT assets in an organization according to industry best practices. It provides an ITSM based solution for logging and managing IT Support requests from users. This document describes the steps for installation of Nimsoft Service Desk Application with its components on a desired Operating System. The document describes options for undertaking Typical as well as Customs installation. The installation package installs the Nimsoft Service Desk Application and its required components on Windows or Linux Operating System. This installer for NSD enables On Premise Installation. This installer can also be used for upgrade of NSD. Prerequisites The following prerequisites and requirements for installation and running of NSD Software are described below: Hardware Prerequisites Operating System Prerequisites Database Prerequisites Client Browser Requirements Hardware Recommendations The Nimsoft Service Desk software can be installed on the same machine as the database server. However this is not recommended for Production setups. For Production Installation, we recommend installing the application and database on separate servers. The minimum recommended memory for the application server is 8GB. The database server should be sized as per the transaction volume anticipated. Operating System Prerequisites Chapter 1: Introduction 7

8 Prerequisites The NSD Application Software can be run on the following Operating Systems Microsoft Windows Server 2003 (32bit) Microsoft Windows Server 2008 (32bit & 64bit) Red Hat Enterprise Linux 4.x or 5.x (32bit & 64bit) Please ensure that the Operating system is installed and running. Please ensure that you have administrative privileges for the operating system to be used for installation. o On Windows you should have Administrator privileges on the local system o On Linux systems you should have root privileges. Note: - Installation of Graphviz on a Windows server does require that that Windows operating system must have all current Windows Updates applied. - Installation of Graphviz on Red Hat Linux machines has a few prerequisite and dependencies. If these packages are not already installed on the machine on which NSD is being installed, the installation will continue, but with Graphviz dependency errors. You will then need to manually install Graphviz after acquiring the list of files from the installer log files. It is recommended that webdot, gts, gtkglet, gtkglarea2 packages are installed on the machine prior to NSD Installation. The required files can be downloaded from: - For using Localization in Simplified Chinese or Japanese following fonts are required on Linux Operating Systems. o For Simplified Chinese: AR PL ShanHeiSun Uni o For Japanese: Sazanami Gothic These fonts are only available on Redhat Enterprise Linux 5.x and above. Hence if you intend to use Localized version then please install NSD on Redhat Enterprise Linux 5.x and ensure that the fonts mentioned are installed before starting NSD installation. Default configurations for the fonts can be found in the <<InstallDirectory>>/webapps/<<instancename>>/conf/fontconfig.linux.properties file. 8 Nimsoft Service Desk Installation Guide

9 Prerequisites Database Prerequisites The Database server requirements and recommendations for NSD are listed below Microsoft SQL Server (2008) (R2) o o o o Please ensure that MS SQL Server is installed and running. The Database server must be running in SQL Server Authentication (mixed) Mode. The Database server must be a dedicated listening port; it should not use a dynamic port. SQL Server Administrator User Name and Password must be available. The Collation property of SQL server must have the value as SQL_Latin1_General_CP1_CI_AS Microsoft SQL Server Express is not supported and should not be used. Chapter 1: Introduction 9

10 Prerequisites Client Browser Requirements Nimsoft Service Desk application has been verified with the following browsers for the Self-Service User Interface and Agent Interface. For Self Service User Interface : Microsoft Internet Explorer 6.x, 7.x, 8.x and 9.x Mozilla Firefox, 4.x, 5.x.6.x,7.x and 8.x. Google Chrome 11.x and above Apple Safari 5.x For Agent and Administrator Interface Microsoft Internet Explorer 6.x, 7.x, 8.x and 9.x o o IE6 is supported only with User Preference for Browser Compatibility set to IE mode. IE9 is supported only with User Preference for Browser Compatibility set to Cross Browser mode. Mozilla Firefox, 4.x, 5.x,6.x,7.x and 8.x Google Chrome 11.x and above Apple Safari 5.x Note: - All browsers must be enabled to allow JavaScript - When using NSD as a portlet from within UMP via Internet Explorer 9.x, the Compatibility View mode needs to be enabled if the Browser Compatibility has been set to IE mode. - While using Cross browser mode with different browsers, you may encounter errors related to slow response to scripts. This is due to known performance issues on the scripts. Workaround is to allow the scripts to run when prompted by the browser. Others Hostname Character limit: Please ensure that the Hostname of the application server is NO MORE THAN 15 characters. If the hostname of the application server is more than 15 Characters in length then the Installer displays a message of successful installation, but the NSD application installed would not be functional. 10 Nimsoft Service Desk Installation Guide

11 Modes of Deployment For Integration: 1) The Nimsoft Service Desk server must be able to access the server by using a DNS name. 2) The Nimsoft Service Desk server must be able to forward s, via SMTP through the server. This includes to both employees and outside contacts. 3) The server must have at least one IMAP account configured with plain text password access in order for the Nimsoft Service Desk server to retrieve s and create Service Desk tickets. Modes of Deployment Nimsoft Service Desk supports the following modes of deployment. Single Machine Deployment Nimsoft Service Desk application and the Microsoft SQL Server database are installed on the same physical server. Multiple Machine Deployment Microsoft SQL Server database is installed on dedicated Windows machine. Nimsoft Service Desk application is installed on a separate machine running on Linux or Windows operating system. Clustered Deployment Microsoft SQL Server database to be used with Nimsoft Service Desk can be installed on a SQL Server Cluster. The Nimsoft Service Desk application can be clustered by installing it on two different machines. You will need to setup some kind of a load balancer to distribute the traffic from the users to the nodes running the Nimsoft Service Desk application. Please Note: SQL Clustering must be in failover mode. NSD will not work in active/active MS-SQL cluster. Chapter 1: Introduction 11

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13 Chapter 2: Installation Process This section provides step-by-step instructions for installing Nimsoft Service Desk. Copy Install files from Installation Package Windows Installation Copy install.exe file from the Installation Package into your Windows Directory. Linux Installation Copy install.bin file from the Installation Package in your Linux Directory. Note: Please ensure that you use the right binary for your platform. Chapter 2: Installation Process 13

14 Installation Installation Windows Installation You will have to be logged on to the server as a user with Administrative privileges. Double click on Install.exe file. Linux Installation To install NSD on Linux machines, you will have to follow instructions in the Console Based (Non GUI) Installation The steps below describe installation on Windows OS The InstallAnywhere dialog appears. 14 Nimsoft Service Desk Installation Guide

15 Installation The Introduction dialog appears. This dialog provides information you will want to know before proceeding. Note: Please quit all programs before continuing. Click Next. Chapter 2: Installation Process 15

16 Installation The License Agreement dialog appears. Read the license agreement. If you agree to its terms, click "I accept the terms of the License Agreement", and then click Next. Otherwise you will need to cancel the installation. 16 Nimsoft Service Desk Installation Guide

17 Installation The Choose Install Folder dialog appears. Enter the path to the directory where you want the Nimsoft Service Desk to be installed, or use the default path provided. Then click Next. Note: The directory name where you wish to install the Service Desk application should not include special characters. Chapter 2: Installation Process 17

18 Installation The Database Server Properties dialog appears. Specify the parameters for the database server you want to use. Enter the Database Server Name or IP address of the machine on which Microsoft SQL Server is installed. Installation can be either local or in a remote site. Please note that while configuring the Database server, mixed mode authentication must be enabled. Enter the Database Server Port; this is the port number for the database server in the SQL hosts registry. The Database Server Port should be a dedicated listening port. Please ensure the availability of the Database Server Port if you are installing on a remote site. Enter an appropriate Servicedesk platform database name, such as, nsd_platform. Enter a Servicedesk platform database password. Enter the Database Administrator Username, (the default is sa). Enter the Database Administrator Password this is same as the password used to login into Microsoft SQL. 18 Nimsoft Service Desk Installation Guide

19 Installation Please note that this Password is used only during installation and; and is not used by the application subsequently. Click Next. The installer verifies the parameter for your database server. If there are errors, the cause as accurately as the installer can determine is presented in the next dialog. Correct the errors, and proceed with the next step in the installation. Note: Remember the Servicedesk platform database name and password as this information will be needed while upgrading or for custom install. Chapter 2: Installation Process 19

20 Installation Typical Installation The Choose Install Set dialog appears. You can choose between Typical and Custom Installation. In the Typical mode, the prompts are minimal and all parameters are defaulted to predetermined values. All the required components get installed automatically. In Custom mode, the installation can be done on multiple servers. (For Custom installation, proceed to Custom Installation for step-by-step instruction.) To continue with Typical Installation; select Typical. Click Next. Note: Please note that Typical Installation automatically specifies Port 8080 for Tomcat HTTP connection. If your system is already using Port 8080 for some other service, choose Custom Installation instead of Typical Installation. 20 Nimsoft Service Desk Installation Guide

21 Installation The Application Admin Properties dialog appears. Enter the information as required. Organization Name: the name of your primary organization. Administrator First Name: the first name of the primary Application. Administrator Last Name: the last name of the primary Application Administrator. Admin the of the Application Administrator. Tick the check mark against Copy demo transactions, to copy demo transaction data on tickets, CIs, etc. Note: Please remove single quotation marks for the first administrative account being created during installation; for example, for the name D costa, enter Dcosta instead of D costa. Once the system is installed, you can create user that have single quote in the first name, last name, or address, if required. Also note that the ID entered as Admin is used to log in to the application. The Default password for logging in is Admin. Click Next. Chapter 2: Installation Process 21

22 Installation The Pre-Installation Summary dialog appears. Review the pre-installation summary. If you are satisfied with the parameters specified, click Install to begin the installation process. If there are errors, the cause as accurately as the installer can determine is presented in the next dialog. Correct the errors, and proceed with the next step in the installation. Click Install. 22 Nimsoft Service Desk Installation Guide

23 Installation The Installing Nimsoft Service Desk dialog appears. During installation, a progress bar lets you know how far along the installation has progressed. Chapter 2: Installation Process 23

24 Installation The Graphviz Setup Wizard dialog appears. The prompt to install Graphviz appears. This software is required for the proper functioning of the application. If your system already has Graphviz, you will be prompted to Repair or Remove Graphviz. Choose Repair to update the Graphviz. Click Next to start installing Graphviz. 24 Nimsoft Service Desk Installation Guide

25 Installation The Select Installation Folder dialog appears. You can retain the default destination for installing Graphviz or Browse and select a destination of your choice. Select Everyone as a user of Graphviz. Click Next to proceed with the installation. Chapter 2: Installation Process 25

26 Installation The Confirm Installation dialog appears. Click Next to install Graphviz. 26 Nimsoft Service Desk Installation Guide

27 Installation The Installing Graphviz dialog appears. During installation, a progress bar lets you know how far along the installation has progressed. Click Next when Installing Graphviz is complete. Chapter 2: Installation Process 27

28 Installation The Installation Complete dialog appears. Click Close to complete Graphviz installation. 28 Nimsoft Service Desk Installation Guide

29 Installation The Installation Summary dialog appears. A message indicating successful installation of Nimsoft Service Desk will be displayed. Click Done to complete the installation. You have now successfully completed the Typical Installation! You can confirm from the log files to ensure that all components including Graphviz have been installed successfully. Note: Please Restart the Tomcat Service after completing the installation. You can now log on to Nimsoft Service Desk using default Login: Username: Admin (as specified in Application Admin Properties) Password: admin After logging in as Administrator, you will need to configure some sections in the application. For more information, refer to Post-Installation Application Set-up Actions. Chapter 2: Installation Process 29

30 Installation Custom Installation You can choose Custom Installation from the Choose Install Set dialog. In Custom installation, you will be prompted about some additional components. The steps given below will guide you through Custom Installation. Select Custom as installation mode. Click Next. 30 Nimsoft Service Desk Installation Guide

31 Installation The Configure Main Deployer Properties dialog appears. Select the components that you want to install on one Tomcat Instance. The options are Service Desk, Report Engine, and Documentation. You can also choose to install all these components on a single Tomcat or choose to install the components on Multiple Tomcat Instances. If you select all three: All three components will be installed on a single Tomcat instance. If you choose only Service Desk: Service Desk Application will be installed on a dedicated Tomcat server. You can then undertake a separate installation for the Reporting Engine and Documentation on a separate Tomcat Instance. For more information see Installing on Multiple Tomcat Instances Select the component(s) you want to install. In this guide, all components are have been selected. Click Next. Note: If the hostname of the application server is more than 15 Characters in length then the installation shows success but your application would not be functional. Chapter 2: Installation Process 31

32 Installation The Application Server Properties dialog appears. Application Server Properties are predefined. You can change the predefined values and add alternate (appropriate) values in these fields. If the URL used for accessing your application from outside is different from your actual server IP/hostname then you need to put the external URL in Application URL field (for example, if you have configured your URL to a public IP which is natted to the internal Private IP of your application server). In that case; if the URL that you intend to access NSD from outside is then the Application URL section should be put as If you are not making any modification on how the URL is being accessed from outside (Natting, URL redirection, Port redirection...etc) then Application URL field can be left blank Application URL is needed for Cluster Installation. To install NSD in Clusters Mode, refer to the steps in Clustered Installation. Note: Network Administrator must ensure that the Ports specified are Free Ports and are available for service desk installation. Click Next. 32 Nimsoft Service Desk Installation Guide

33 Installation Note: Please note down the Tomcat HTTP Port, Tomcat AJP Port, and Tomcat Shutdown Port numbers; they will be needed later for upgrade installation etc. The Application Admin Properties dialog appears. Enter the information as required: Organization Name: the name of your primary organization. Administrator First Name: the first name of the primary Application Administrator. Administrator Last Name: the last name of the primary Application Administrator. Admin the of the Application Administrator. If you want to have demo transactions in your instance of NSD, tick the check mark against Copy demo transactions, to copy demo transaction data on tickets, CIs, etc. Note: Please remove single quotation marks for the first administrative account being created during installation; for example, for the name D costa, enter Dcosta instead of D costa. Once the system is installed, you can create user that have single quote in the first name, last name, or address, if required. Also note that the ID entered as Admin is used to log in to the application. The Default password for logging in is Admin. Click Next Chapter 2: Installation Process 33

34 Installation The Pre-Installation Summary dialog appears. Review the pre-installation summary. If you are satisfied with the parameters specified, click Install to begin the installation process. If there are errors, the cause as accurately as the installer can determine is presented in the next dialog. Correct the errors, and proceed with the next step in the installation. Click Install. 34 Nimsoft Service Desk Installation Guide

35 Installation The Installing Nimsoft Service Desk dialog appears. During installation, a progress bar lets you know how far along the installation has progressed. Chapter 2: Installation Process 35

36 Installation The Graphviz Setup Wizard dialog appears. The prompt to install Graphviz appears. This software is required for the proper functioning of the application. If your system already has Graphviz, you will be prompted to Repair or Remove Graphviz. Choose Repair to update the Graphviz. Click Next to start installing Graphviz. Note: If you click Cancel to abort Graphviz installation, the NSD application installation will continue. You will need to manually install Graphviz for the application to be functional. 36 Nimsoft Service Desk Installation Guide

37 Installation The Select Installation Folder dialog appears. You can retain the default destination for installing Graphviz or Browse and select a destination of your choice. Select Everyone as a user of Graphviz. Click Next to proceed with the installation. Chapter 2: Installation Process 37

38 Installation The Confirm Installation dialog appears. Click Next to install Graphviz. 38 Nimsoft Service Desk Installation Guide

39 Installation The Installing Graphviz dialog appears. During installation, a progress bar lets you know how far along the installation has progressed. Click Next when Installing Graphviz is complete. Chapter 2: Installation Process 39

40 Installation The Installation Complete dialog appears. Click Close to complete Graphviz installation. 40 Nimsoft Service Desk Installation Guide

41 Installation The Installation Summary dialog appears. A message indicating successful installation of Nimsoft Service Desk will be displayed. Click Done to complete the installation. You have now successfully completed the Custom Installation! You can confirm from the log files to ensure that all components including Graphviz have been installed successfully. Note: Restart the Tomcat Service. You can now log on to Nimsoft Service Desk using default Login: Http//:< hostname> :< Tomcat HTTP Port>/< Application Instance Name> Username: Admin (as specified in Application Admin Properties) Password: admin After logging in as Administrator, you will need to configure some sections in the application. For more information, refer to Post-Installation Application Set-up Actions.. Chapter 2: Installation Process 41

42 Installing on Multiple Tomcat Instances Installing on Multiple Tomcat Instances Nimsoft Service Desk components can be installed in multiple Tomcat instances. To do so; you must choose to install in Custom Mode. You may choose to install Service Desk Application in one Tomcat instance and the Reporting Engine and Documentation on a separate Tomcat Instance. The Application can be installed on a Windows or Linux system. However, the database has to be installed on a Windows system as the database supported is MS SQL. To install Service Desk Application in one Tomcat instance, follow the instructions in the Custom Installation Section. In Configure Main Deployer Properties, select only Service Desk. Then complete the installation. To Install Reporting Engine and Documentation on a separate Tomcat instance, run the Installer again and follow the steps given below: 1. In Choose Install Folder, specify the path to a directory where you want the Reporting Engine and Documentation to be installed. This path must be different from the path specified for Service Desk. 2. Database Server Properties must be same for both Tomcat instances. 3. In Choose Install Set, select Custom. 4. In Configure Main Deployment Properties, choose Reporting Engine and Documentation. 5. In Application Server Properties, ensure that: Application Instance Name is same as specified in the Service Desk Installation. Tomcat Instance Name is different from the one used for Service Desk Installation. Port Numbers (Tomcat HTTP Port, Tomcat AJP Port, and Tomcat Shutdown Port) for this Tomcat Instances are different from the Port Numbers you entered for the Service Desk Tomcat Instance. For example, if in the Service Desk Tomcat instance, the port Numbers (for Tomcat HTTP Port) is 8080, then, in the Reporting Engine and Documentation Tomcat instance, it can be 9090 or any other free port. Similarly, choose appropriate port numbers for Tomcat AJP Port and Tomcat Shutdown Port. 6. In Application Admin Properties, the values for both instances must be common. 7. Review the Pre-Installation Summary and click Install. 8. After the Installation is complete, restart both Tomcat Servers. Service Desk Tomcat Server has to be restarted to ensure that the newly installed Reporting or Documentation server is recognized. 42 Nimsoft Service Desk Installation Guide

43 Restarting Tomcat Instances Note: If the hostname of the application server is more than 15 Characters in length then the installation shows success but your application would not be functional. Restarting Tomcat Instances To Restart Tomcat Instance in Windows: On the Windows System where the application is installed: Go to Services Management console, using Start > Run > Services.msc Or Go to Control Panel > System & Security > Administrative tools > Services Select Tomcat Instance Name for instance to be restarted from the List Right Click and select action Restart. To Restart Tomcat Instance in Linux: Logon to the Linux Server where the application is installed using the root account or gain super user access. To restart the Tomcat instance, use the following command /etc/init.d/<tomcat Instance Name> restart For e.g. /etc/init.d/servicedesk restart. Chapter 2: Installation Process 43

44 Clustered Installation Clustered Installation Nimsoft service Desk can also be installed in Cluster Mode for handling higher volumes. This is achieved by installing on additional Tomcat instances and a Load balancer to ensure effective distribution of the load to different nodes. For Clustered Installation, the Application must be installed in Custom Mode. Please Note: You must install the Reporting Engine and xwiki on the same server as the NSD Application, though you can install them on a separate tomcat instance. In the Application Server Properties, a common URL for the Cluster must be provided in Application URL field. This URL gives access the application site when the application is installed on two independent application servers. For example the example for Application URL would be " So, If the URL that you intend to access NSD from outside is then the Application URL section should be put as 44 Nimsoft Service Desk Installation Guide

45 Clustered Installation The Installation Parameters must be common for first and all additional Tomcat instances in the following dialogs: Database Server Properties Application Admin Properties When all additional Tomcat instances have been installed, restart all Tomcat instances. Note: SQL Clustering should be failover mode. NSD would not work on active/active MS-SQL cluster. Chapter 2: Installation Process 45

46 Console Based (Non GUI) Installation Console Based (Non GUI) Installation For systems where you do not have access to the Graphical Console, you can use the Console Mode for installation. Linux Based Installation: Login to the Linux system as root user. The command line for Linux is: <shell>./install.bin -i console Note: install.bin should have all rights/permission. (mod 777) You will be asked to provide relevant information in the below prompt. You can choose the appropriate value to proceed. Then, follow the subsequent prompts and specify the required information. The installer will prompt you to provide information necessary for the installation. After the installation is complete, Restart the Tomcat Service. 46 Nimsoft Service Desk Installation Guide

47 Post-Installation Application Set-up Actions Post-Installation Application Set-up Actions Once the installation is complete, Tomcat has to be restarted. You can then log in to the application. Then, the following steps need to be taken up towards application setup: Configuring Inbound s Configuring Outbound s Configuring and Enabling Job Triggers Adding Licenses Chapter 2: Installation Process 47

48 Post-Installation Application Set-up Actions Configuring Inbound s The Inbound engine can be configured to fetch s periodically, as a scheduled job, from an IMAP Server, which receives the s from Users of Service Desk. The IMAP server needs to be provided by customer. The account used to fetch these s must be configured with plain text password authentication. Configuring Inbound ensures that s can be received by the application, to create a new ticket or update an existing ticket. s can be received on one or more pre-configured mailboxes. To configure Inbound , follow the steps below: 1. Log in to the Nimsoft Service Desk Application 2. Navigate to Application Setup 3. Click on Manage Configuration to open the configuration management form 4. Click on Inbound Configuration tab In the Inbound Configuration tab, follow the steps below: 1. Specify an appropriate name for the mailbox. 2. Enter a valid ID for incoming s, for example support@abccorporation.com Users of the Service Desk can send their support/help s to this address. 3. Enter the Server Name. This is the IMAP Server name which can be provided by your Exchange Administrator. 4. Enter the Server Username and Password. Your Exchange Administrator can provide these. 5. You can choose to store s on IMAP server, or discard them after the application has received the from the server. Choose: a. "Yes", to retain the in the IMAP server even after the application has accessed the . b. "No", to delete the from IMAP server after the application has accessed it. Click on Add to save the inbound configuration. 48 Nimsoft Service Desk Installation Guide

49 Post-Installation Application Set-up Actions Configuring Outbound s Configuring Outbound ensures that s can be sent out by the application. The SMTP Mail Server must be configured to allow forwarding from the Nimsoft Service Desk Server for both internal and external contacts. To configure Outbound , follow the steps below: 1. Log in to the Nimsoft Service Desk Application 2. Navigate to Application Setup 3. Click on Manage Configuration to open the configuration management form 4. Click on Outbound Configuration tab 5. Define the Server (Hostname) 6. Enter the Reply-To Display Name 7. Enter Reply-To Address 8. Enter any other information, as required and then click Apply Changes to save the inputs. Chapter 2: Installation Process 49

50 Post-Installation Application Set-up Actions Configuring and Enabling Job Triggers Job Triggers need to be configured or enabled to ensure that background processes needed for enabling inbound and outbound actions, scheduled tasks etc. function properly. By default, your instance will contain a list of commonly used background jobs. However, these will be in disabled state. Post installation, you will have to enable these jobs triggers manually. To enable the Job Triggers, follow the steps below: 1. Log in to the Nimsoft Service Desk Application 2. Navigate to Application Setup 3. Click on Manage Configuration to open the configuration management form 4. Click on Job Triggers tab to see a list of Job Triggers. 5. Click on the Enable link for each Job to start enable the trigger. To allow the configuration to function properly, you will have to add a Job Trigger to Poll the mailbox. To configure this new trigger: 1. Click on Create New to open lookup for creating a new Job Trigger. 2. Specify a Trigger Name. 3. From the dropdown list in the Job field; select the Job - Polling Mailbox Provider. 4. Add a Trigger Description, if required. 5. Choose the frequency at which the job should run by selecting an appropriate option in the Cron Expression dropdown list. At the set frequency, the application will poll the mailbox for new mails.. 6. Define the Priority of the Job. 7. Specify the Time zone. The time-zone set here should be the time-zone of your physical location.. 8. Apply changes to include the new Job in the Job Trigger list. The new trigger will be in disabled state. 9. Click on Enable to enable the Job Trigger. 10. Restart the Tomcat before proceeding further. 50 Nimsoft Service Desk Installation Guide

51 Post-Installation Application Set-up Actions Adding Licenses When the service desk instance is created, an auto generated license of 30 days is allocated to the instance. Within these 30 days you will have to apply the valid licenses to continue using the application. Seven days prior to the License Expiry Date the Application displays the following notice every time an Application Administrator logs into the Service Desk Application: License Expiration Warning License will expire on <>. Renew the license immediately to continue running the system." Please contact Nimsoft Sales Representative for your License Keys. To add or renew licenses, follow the steps below: 1. Log in to the Nimsoft Service Desk Application 2. Navigate to Application Setup 3. Click on Manage Configuration to open the configuration management form 4. Click on Licenses tab to display a list of licenses currently allocated to the instance. 5. Paste the license keys you have received in the License Key(s) field. 6. Click on Add Licenses action button to renew or add licenses. Chapter 2: Installation Process 51

52 Post-Installation Application Set-up Actions Chapter 3: Upgrade Installation The Installer can be used to upgrade the Nimsoft Service Desk. During installation, the Installer will detect if you are trying to upgrade an existing installation. If so, the Installation process will automatically upgrade all the required components as well as the database schema. Please make sure that you make a backup of the previous installation, which can be used as a fallback in case of unsuccessful upgrade. The Installer does not rollback the upgrade in the event of a failure. If you have installed Nimsoft Service Desk on two Tomcat instances, you will need to upgrade each Tomcat instance using the following steps: 1. Specify the directory folder (Where do you want to install?) 2. Specify the Tomcat Instance Name (in Application server Properties) from existing installations that is to be upgraded. 3. On prompt, confirm the upgrade. 4. Restart the Tomcat Service. 52 Nimsoft Service Desk Installation Guide

53 Post-Installation Application Set-up Actions Chapter: 4 Uninstall You can uninstall the entire application, if required. The Uninstall removes all the executable components installed on the system as well as drops the databases used by installation. The uninstaller is provided in the package. Uninstall Windows Installation Single Tomcat Instance 1. Go to All Programs in Start 2. Click on Nimsoft Service Desk. The Uninstall icon will appear. 3. Click on Uninstall icon. Chapter: 4 Uninstall 53

54 Post-Installation Application Set-up Actions The Uninstall Nimsoft Service Desk Introduction dialog will appear. This dialog provides information you will want to know before proceeding. Note: Graphviz will not get uninstalled with Nimsoft service Desk. To ensure clean uninstall, make sure that the that the Application is shut off and is not running during uninstallation. Click Uninstall. 54 Nimsoft Service Desk Installation Guide

55 Post-Installation Application Set-up Actions The Uninstall Nimsoft Service Desk appears. During uninstallation, a progress bar lets you know how far along the Uninstall has progressed. Chapter: 4 Uninstall 55

56 Post-Installation Application Set-up Actions Once complete, Uninstall Complete will appear. A message on successful uninstallation will be displayed. Click Done to complete the uninstallation process. Uninstall Windows Installation Multiple Tomcat Instances To Uninstall on Multiple Tomcat Instances, ensure that the Tomcat instance for Service Desk is uninstalled first and then the Tomcat instance for Reporting engine and documentation is uninstalled. Note: If you uninstall only the Tomcat instance for Reporting engine and documentation, the database for Service Desk will also be removed and the application will not run. Unistalling the application from one cluster would destroy all data so the second server application would also stop functioning. The Uninstall link for a Tomcat Instance can be found in the following location: Drive:\<Folder Name>\<Tomcat Instance Name> 56 Nimsoft Service Desk Installation Guide

57 Post-Installation Application Set-up Actions For Example: Uninstall link for Tomcat first Instance shall be at: D:\nsd1\tomcat1 where Drive is D, Folder is nsd1 and Tomcat instance Name is Tomcat1 Similarly, Uninstall link for second instance will be at: D:\nsd2\Tomcat2 Uninstall Linux Installation Single Tomcat Instance Logon to the Linux system as root user. Change directory using following command and Press Enter cd /home/<folder name>/_nimsoftservicedesk_installation Enter following command to uninstall and press Enter./uninstall Uninstall Linux Installation Multiple Tomcat Instances To uninstall First Instance of Tomcat Logon to the Linux system as root user. Change directory using following command and Press Enter cd /home/<folder name for First Tomcat instance>/_nimsoftservicedesk_installation Enter following command to uninstall and press Enter./uninstall To uninstall Second Tomcat Instance, use the Folder Name for second Tomcat instance Logon to the Linux system as root user. Chapter: 4 Uninstall 57

58 Post-Installation Application Set-up Actions Change directory using following command and Press Enter cd /home/<folder name for Second Tomcat instance>/_nimsoftservicedesk_installation Enter following command to uninstall and press Enter./uninstall Note: If you uninstall only the Tomcat instance for Reporting engine and documentation, the database for Service Desk will also be removed and the application will not run. Unistalling the application from one cluster would destroy all data so the second server application would also stop functioning. 58 Nimsoft Service Desk Installation Guide

59 Chapter 5: Obtaining Additional Help A complete help system is available via the Help button in the upper right corner of the Nimsoft Server portal page. This takes you to the documentation with instructions for usage and administration of the Nimsoft Service Desk Application. You can contact Nimsoft Support in case you require additional information. Chapter 5: Obtaining Additional Help 59

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61 Chapter 6: Troubleshooting 1. Why do I get an error message, Failed to initialize a new database connection using the database connection in the Database Server Properties? The system tries to validate the connectivity to the database using the credentials provided by you. If there is a mismatch, an error message will be displayed, stating Failed to initialize a new database connection using the database connection parameters: [Database URL: <JDBC URL used for connecting to database>] [JDBC Driver: <JDBC driver class name used for database connection>] [Database User: <Database username used for connection>]]. Please check the database connection parameters. This indicates that the database server name or port is specified incorrectly. As there is a mismatch, you will be taken back to the requisite page to rectify the error. 2. Why do I get the error message Failed to execute the SQL script when I am uninstalling? When you are uninstalling, a database script is executed which drops the installed databases. If this fails, it will display one of these messages: - Failed to execute the SQL script - Failed to locate the SQL Script file This implies that during the uninstallation process the databases were not removed. This situation is possible only when the script file or databases have been changed manually at the back end. As a result if you try to run the installer to install Nimsoft Service Desk again, the installer will try to upgrade the application instead of installing it afresh as it can find the previously installed databases. The only solution is to manually remove the databases from the database server. 3. Why do I get an error when too many files are open when installing the service desk? How can I resolve this problem? You may get an error message that too many files are open. To rectify, restart the Tomcat Instance. Chapter 6: Troubleshooting 61

62 Post-Installation Application Set-up Actions Your Service Desk may be on one Tomcat instance and the Reporting Engine and Documentation on a separate Tomcat instance. You can restart the Tomcat instance giving the error, without interrupting the other instance. 4. Fine tuning Tomcat Instance Tomcat allocates 1536 MB automatically to Service Desk. When all Service Desk components (Application, Reports, and Documentation) run on the same Tomcat instance, it is recommended to increase maximum memory limit to 2048 MB or more. To increase maximum memory limit, follow the steps given below: Windows: Go to Start > Search Enter cmd and click Enter. Under Programs, right click cmd to display options Select and click on Run as Administrator The User Access Control Message will be displayed Select Yes to open the Command Prompt Window Type: cd C\<folder where you have installed Service Desk> Enter Type: dir Enter In Tomcat Type: cd tomcat\bin Enter Execute command tomcat5w.exe //ES//tomcat Enter The Apache Tomcat Properties lookup will be displayed. Open the Java tab The Maximum Memory Pool will display 1536 MB 62 Nimsoft Service Desk Installation Guide

63 Post-Installation Application Set-up Actions Increase it to 2048 MB or more Click Apply and OK to increase memory Restart the Tomcat Service. Linux: Logon to the Linux system as root user. Edit the startup file for the tomcat instance. For e.g. /etc/init.d/devtomcat Locate JAVA_OPTS variable. The defaults would be as shown below. JAVA_OPTS="-Xms1024m -Xmx1536m -XX:+UseConcMarkSweepGC - XX:CMSInitiatingOccupancyFraction=60 Increase memory allocation by editing the -Xmx parameter. For e.g. change -Xmx1536m to -Xmx2048m or more Restart the Tomcat Service. 5. Single Quotation in the Administrator s First or Last Name In Application Admin Properties, if there are quotation marks in the Administrator s First or Last Name, the installation will fail. For example, If D costa is entered as the Last Name, the installation will fail. To avoid this, remove the single quotation mark and enter Dcosta. Chapter 6: Troubleshooting 63

64 Post-Installation Application Set-up Actions Note: This restriction is only for the first administrative account being created during installation. Once the system is installed, you can create user that have single quote in the first name, last name or address. 6. Uninstall with Multiple Tomcat Instance To uninstall for a Multiple Tomcat Instance, ensure that: Step 1: The 1 st Tomcat instance for Service Desk is uninstalled. Step 2: The 2 nd Tomcat instance for Reporting engine and documentation is uninstalled. If you uninstall only the Tomcat instance for Reporting engine and documentation, the database for Service Desk will also be removed and the application will not run. To avoid this, uninstall both the tomcat instances as suggested in the steps above. 7. Space in install directory name In Choose Install Folder, ensure that the folder name does not contain any space. For example, enter c:\nimsoftservicedesk instead of c:\nimsoft Service Desk. Otherwise some of the application functionality may not work as expected. 8. If I install only Service Desk and then run the installer again to add additional components such as Xwiki and reporting engine, what are the parameters that have to be same in the second installation? The common parameters that have to be same so that the installer understands that the components are additional are as follows: 1. In Database Server Properties: a. Servicedesk platform database name b. Servicedesk platform database password 2. In Application Server Properties, the Application Instance name 3. If the installation is on a cluster, the Application URL 9. Where can I find the Log Files? To locate the Log files, go to the folder where your application is installed. You will find a folder within called deployment-<release number> (for example, deployment-2.2.3). In this folder, you will find the deploylogs folder. This folder contains all the Log Files. 10. Where can I find the important configuration files needed for upgrades? What are their names (after installation)? Where can we look for username passwords specified during installation? The configuration files needed for upgrades are located in the folder where your application is installed. In this folder, you will find properties file called servicedeskmaster-deploy-properties. 64 Nimsoft Service Desk Installation Guide

65 Post-Installation Application Set-up Actions The username and password specified during installation can be found in the installer.properties file. This is located in the folder from where the.exe files were executed. Chapter 6: Troubleshooting 65

66 Post-Installation Application Set-up Actions Chapter 7: Glossary Seen below is a list glossary of terms. They have been explained in context of their use in Nimsoft Service Desk. 1. Typical Installation: Typical installation is a mode of on-premise installation offered by Nimsoft Service Desk to install the Nimsoft Service Desk Application. Typical installation has few prompts and most of parameters are defaulted to predetermined values. The required components get installed automatically and the database required for the installation get created and populated. 2. Custom Installation: Custom installation is a mode of on-premise installation offered by Nimsoft Service Desk to install the Nimsoft Service Desk Application. Custom installation (in comparison to Typical installation), prompts the user to choose some additional components. Custom installation allows more choices to the user. 3. On Premise: On-Premise means on location - if an application runs on an "onpremise" server it means the server is physically in the organization. The installer for Service Desk Application enables On-Premise installation and Upgrade of Nimsoft Service Desk Software. 66 Nimsoft Service Desk Installation Guide