Symantec SERVICEDESK 7.0 MR2 - IMPLEMENTATION GUIDE V1.0, SERVICEDESK 7.0 MR2 Implementation Manual
Symantec™ ServiceDesk
Implementation Guide
Version 7.0 MR2
Symantec™ ServiceDesk Implementation Guide
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only in accordance with the terms of the agreement.
Documentation version 7.0 MR2
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Technical Support .......... ..... ..... ..... ..... .... ..... ..... ..... ..... ......... ..... ..... ..... ..... ......... ... 3
Section 1 Introducing ServiceDesk ...... ..... ..... ..... ..... .... ..... ..... . 13
Chapter 1 Introducing ServiceDesk .. .... ..... ..... ..... ..... ......... ..... ..... ..... .. 15
About ServiceDesk .... ..... ..... ..... ......... ..... ..... ..... ..... ......... ..... ..... .... 15
Components of ServiceDesk . ..... ..... ..... ..... ......... ..... ..... ..... ..... ......... 17
Where to get more information .... ......... ..... ..... ..... ......... ..... ..... ..... ... 19
Chapter 2 Understanding ServiceDesk concepts ... ..... ..... ..... ..... ..... 23
About workflows, processes, tickets, and tasks .... ..... ..... ..... ..... ......... . 23
About ITIL . ..... ..... ......... ..... ..... ..... ..... ......... ..... ..... ..... ..... ......... .... 24
About the core processes in ServiceDesk .... ..... ..... ..... ......... ..... ..... .... 25
About configuration items ... ......... ..... ..... ..... ..... ......... ..... ..... ..... ..... 27
About the Configuration Management Database (CMDB) . ......... ..... ..... . 27
About Workflow Designer ..... ..... ..... ..... .... ..... ..... ..... ..... ......... ..... .... 28
About Workflow Server .... .... ..... ..... ..... ..... ......... ..... ..... ..... ..... ........ 29
About ServiceDesk licenses .... ......... ..... ..... ..... ..... .... ..... ..... ..... ..... ... 29
Chapter 3 Introducing ServiceDesk solution software .... ..... ..... ..... 31
About ServiceDesk solution software . ..... ......... ..... ..... ..... ..... ......... ... 31
About the ServiceDesk Solution Console page .... ..... ..... ..... ......... ..... ... 32
Accessing the ServiceDesk Solution Console page ... ..... ..... ..... ......... ... 32
Section 2 Installing ServiceDesk ... ..... ..... ..... ..... .... ..... ..... ..... .... 33
Chapter 4 Planning to install ServiceDesk ... ..... ..... ..... ..... .... ..... ..... ... 35
About the ServiceDesk installation .... ..... ..... ......... ..... ..... ..... ..... .... ... 36
Installing aSymantec ManagementPlatform productand ServiceDesk
for the first time ..... ..... ..... ..... ..... ......... ..... ..... ..... ..... ......... ..... 37
Installing ServiceDesk7.0 on an existing installation of the Symantec
Management Platform .... ..... ..... .... ..... ..... ..... ..... ......... ..... ..... ... 39
Contents
Upgrading to the Symantec Management Platform and ServiceDesk
7.0 from Altiris 6.x . ......... ..... ..... ..... ..... .... ..... ..... ..... ..... ......... .. 41
Upgrading the ServiceDesk application software ..... ......... ..... ..... ..... .. 44
Server requirements for the ServiceDesk installation .... ..... ..... ..... ...... 45
ServiceDesk requirements for the Notification Server
computer ..... ..... ..... ......... ..... ..... ..... ..... ......... ..... ..... ..... .... 46
System requirements for the ServiceDesk server computer . .... ..... .. 47
System requirements for the SQL Server computer ... ..... ..... ..... .... 48
Server configuration options for the ServiceDesk installation ... ..... ..... . 49
Requirements for the ServiceDesk client computers .... ..... ..... ..... ........ 51
Adding the ServiceDesk server computer to the Administrators
group . ......... ..... ..... ..... ..... .... ..... ..... ..... ..... ......... ..... ..... ..... ..... 51
About installing Symantec Management Platform products ..... ..... ..... .. 52
About populating the CMDB for ServiceDesk .... ..... ..... ......... ..... ..... .... 53
Information to collect for the ServiceDesk installation ... ......... ..... ..... .. 54
Chapter 5 Installing ServiceDesk ... ......... ..... ..... ..... ..... .... ..... ..... ..... ..... 57
About installingthe ServiceDesk solution software on the Notification
Server computer . ..... ..... ..... ......... ..... ..... ..... ..... .... ..... ..... ..... .... 58
Installing the ServiceDesk application software .... ..... ..... ..... ......... ..... 59
Downloading the ServiceDesk installation file ... ..... ..... ......... ..... ..... ... 60
Installing the ServiceDesk application software on the ServiceDesk
server computer . ..... ..... ..... ..... .... ..... ..... ..... ..... ......... ..... ..... .... 61
Installing Workflow Designer on a client computer ... ......... ..... ..... ..... . 64
Installing an upgrade to the ServiceDesk application software ........ ..... . 67
Maintenance page . ......... ..... ..... ..... ..... .... ..... ..... ..... ..... ......... ..... .... 68
Server Roles page . ..... ..... ......... ..... ..... ..... ..... .... ..... ..... ..... ..... ......... 70
Install Location page .... ..... ..... ......... ..... ..... ..... ..... ......... ..... ..... ..... . 72
Server Configuration page ... ..... ..... ..... ..... ......... ..... ..... ..... ..... .... ..... 73
Workflow Designer Tasks page ..... ..... ..... ..... ..... .... ..... ..... ..... ..... ...... 73
Notification Server Credentials page ..... ..... ......... ..... ..... ..... ..... .... ..... 74
Database Connection page ........ ..... ..... ..... ..... ......... ..... ..... ..... ..... .... 75
Database Configuration page ..... ..... ..... ......... ..... ..... ..... ..... ......... ..... 76
Database Replication page ... ..... ..... ..... ..... ......... ..... ..... ..... ..... ......... 77
System Accounts Access page .... ..... ..... ..... ..... .... ..... ..... ..... ..... ......... 78
Process Manager Configuration page . ..... ..... ..... .... ..... ..... ..... ..... ....... 78
Process Manager Authentication page ........ ..... ..... ..... ..... ......... ..... ... 79
Active Directory Server dialog box ... ..... ..... ......... ..... ..... ..... ..... ........ 80
Active Directory Container dialog box ... ..... ..... ..... ..... .... ..... ..... ..... .... 82
Workflow Persistence page . ..... ..... ..... ..... ......... ..... ..... ..... ..... ......... . 83
Symbus ORM page .... ..... ......... ..... ..... ..... ..... ......... ..... ..... ..... ..... .... 83
System Check page .... ......... ..... ..... ..... ..... ......... ..... ..... ..... ..... .... ..... 85
Contents8
Chapter 6 Configuring the initial ServiceDesk settings ... ..... ..... .... 87
Configuring the ServiceDesk application software during
installation ..... ..... ......... ..... ..... ..... ..... ......... ..... ..... ..... ..... .... ... 88
Welcome page ... ..... ..... ..... ......... ..... ..... ..... ..... ......... ..... ..... ..... ..... . 91
Installation Components page .... ..... ..... ..... ......... ..... ..... ..... ..... ........ 92
ServiceDesk Settings page ..... ..... ..... ..... ......... ..... ..... ..... ..... ......... ... 94
Mail Settings page ... ..... ..... ..... ......... ..... ..... ..... ..... .... ..... ..... ..... ..... . 95
ITIL Process Configuration page ..... ..... ..... ..... ......... ..... ..... ..... ..... .... 97
Incident Management Configuration page . ......... ..... ..... ..... ..... ......... . 98
ServiceDesk Groups page .... ..... ..... ..... .... ..... ..... ..... ..... ......... ..... ..... . 99
Sample Data Configuration page . ..... ......... ..... ..... ..... ..... ......... ..... .. 100
Installation Preview page . ..... ..... ..... ..... ......... ..... ..... ..... ..... ......... .. 101
Installation Summary page . ..... ..... ..... ......... ..... ..... ..... ..... ......... .... 101
Re-running the ServiceDesk installation .... ..... ..... .... ..... ..... ..... ..... ... 102
Setting up the replication database after the initial installation .... ..... . 105
Uninstalling ServiceDesk from the ServiceDesk server
computer .... ..... ..... ......... ..... ..... ..... ..... .... ..... ..... ..... ..... ......... 106
Chapter 7 Installing the Screen Capture Utility . ......... ..... ..... ..... .... 109
About installing the Screen Capture utility . ..... ......... ..... ..... ..... ..... ... 109
Installing the Screen Capture utility with Package Delivery ... ..... ........ 111
Downloading the Screen Capture Utility installation file . ..... .... ..... ..... 112
Chapter 8 Migrating data from Altiris® Helpdesk
Solution™ . ..... ..... ..... ......... ..... ..... ..... ..... ......... ..... ..... ..... .. 113
About migrating data from Helpdesk Solution . ..... ..... ..... ..... ......... ... 113
Methods for migrating data from Helpdesk Solution ... ..... ......... ..... ... 114
Migrating incidents from Helpdesk Solution .... ..... ..... ......... ..... ..... ... 115
How Helpdesk Solution incident data corresponds to ServiceDesk
incidents .... ..... ..... ......... ..... ..... ..... ..... .... ..... ..... ..... ..... ......... . 117
About working Helpdesk Solution incidents in ServiceDesk . ..... ......... . 118
Migrating categories from Helpdesk Solution ..... ..... ..... ..... ..... ......... 118
Section 3 Configuring ServiceDesk ...... ..... ..... ..... ......... ..... .... 121
Chapter 9 Configuring the ServiceDesk application ..... ..... ......... .. 123
About configuring the ServiceDesk application software ..... ..... ..... .... 124
Before you configure the ServiceDesk application software ... ..... ..... ... 124
Configuring the ServiceDesk application software . ..... ..... ..... ......... ... 125
About incident categories and the data hierarchy ... ..... ......... ..... ..... .. 130
9Contents
About the incident priority . ..... .... ..... ..... ..... ..... ......... ..... ..... ..... ..... 131
Default priority, urgency, and impact values ..... .... ..... ..... ..... ..... ...... 132
How the incident priority is calculated ... .... ..... ..... ..... ..... ......... ..... .. 133
About the Service Level Agreement and Operating Level
Agreement .... ..... ..... ..... .... ..... ..... ..... ..... ......... ..... ..... ..... ..... .. 134
About the Service Level Agreement (SLA) time frames . ......... ..... ..... .. 135
Default SLA time frames .... ..... ......... ..... ..... ..... ..... ......... ..... ..... ..... 136
About business hours and holidays ... ..... ......... ..... ..... ..... ..... ......... .. 136
About Follow the Sun routing ..... ..... ..... ..... ..... .... ..... ..... ..... ..... ...... 137
About replicating the Process Manager database ..... ..... ..... .... ..... ..... . 138
About the Service Catalog and service items . ..... ..... ..... ......... ..... ..... . 138
Chapter 10 Managing security, users, roles, groups, and
permissions ..... ..... ..... ......... ..... ..... ..... ..... ......... ..... ..... ... 141
About ServiceDesk security and permissions ... ..... ..... .... ..... ..... ..... ... 141
About group-level permissions .... ..... ......... ..... ..... ..... ..... .... ..... ..... .. 142
About ServiceDesk authentication ......... ..... ..... ..... ..... .... ..... ..... ..... . 143
About adding users from Active Directory ..... ..... ..... ......... ..... ..... ..... 143
Chapter 11 Customizing the ServiceDesk portal ..... ..... ..... ......... ..... . 145
About the ServiceDesk portal .... ..... ..... ......... ..... ..... ..... ..... ......... .... 145
About customizing the contents of ServiceDesk portal pages .... ..... ..... 147
About customizing forms ... ..... ......... ..... ..... ..... ..... ......... ..... ..... ..... 147
About the Customer Satisfaction Survey .... ..... ..... ......... ..... ..... ..... ... 149
Chapter 12 Customizing the email in ServiceDesk ... ..... .... ..... ..... .... 151
Customizing the email actions for ServiceDesk processes ..... ......... .... 151
About automatic email notifications . ..... ..... ..... ..... ......... ..... ..... ..... . 152
About the contents of email notifications . ......... ..... ..... ..... ..... ......... . 153
About configuring the email monitoring ..... ..... ..... ..... ......... ..... ..... .. 154
Chapter 13 Distributing the ServiceDesk documentation ......... ..... 157
Making the ServiceDesk documentation available to users ... ..... ..... .... 157
Configuring the Help link for ServiceDesk documentation .... ..... ..... ... 159
Linking to the ServiceDesk documentation from a Links Web
part ....... ..... ..... ..... ..... ......... ..... ..... ..... ..... .... ..... ..... ..... ..... ... 160
Displaying the ServiceDesk documentation in a File Browser Web
part ....... ..... ..... ..... ..... ......... ..... ..... ..... ..... .... ..... ..... ..... ..... ... 161
Adding the ServiceDesk documentation to Document
Management .. ..... ..... ..... ......... ..... ..... ..... ..... ......... ..... ..... ..... . 162
Contents10
Chapter 14 Performing administrative tasks . ..... ..... ..... ..... ......... ..... . 165
Commands on the Admin menu ..... ..... ..... ......... ..... ..... ..... ..... .... .... 165
About application properties .... ..... ..... ..... ......... ..... ..... ..... ..... .... .... 170
About incident close codes ..... ..... ..... ..... .... ..... ..... ..... ..... ......... ..... . 170
About the ServiceDesk portal master settings ..... ..... ..... ......... ..... ..... 171
Creating user relationship types ..... ..... ..... ..... ......... ..... ..... ..... ..... ... 172
Chapter 15 Managing the Active Directory connections in
ServiceDesk ..... ......... ..... ..... ..... ..... .... ..... ..... ..... ..... ......... 173
About Active Directory synchronization . ..... ..... ......... ..... ..... ..... ..... . 173
Methods for synchronizing Active Directory .... ..... ..... ..... ......... ..... .. 175
About managing Active Directory servers in ServiceDesk ..... ..... ..... ... 176
Appendix A Default categories in ServiceDesk .... ..... ..... ......... ..... ..... 177
Default categories for incidents ........ ..... ..... ..... ..... .... ..... ..... ..... ..... . 177
Default classifications for problems ..... ......... ..... ..... ..... ..... ......... .... 179
Index .. ..... ..... ..... ......... ..... ..... ..... ..... .... ..... ..... ..... ..... ......... ..... ..... ..... ..... ......... ..... .. 183
11Contents
Contents12
Introducing ServiceDesk
■ Chapter 1. Introducing ServiceDesk
■ Chapter 2. Understanding ServiceDesk concepts
■ Chapter 3. Introducing ServiceDesk solution software
1
Section
14
Introducing ServiceDesk
This chapter includes the following topics:
■ About ServiceDesk
■ Components of ServiceDesk
■ Where to get more information
About ServiceDesk
Symantec ServiceDesk is an ITIL-compliant service management tool that lets
you improve your IT infrastructure and provide a higher level of service. It
incorporates SymantecWorkflow technologies to manage service tickets, provide
reports, and integrate with other Symantec products such as the Configuration
Management Database (CMDB).
ServiceDesk requires a completed installation and implementationof a Symantec
Management Platform 7.0 product. Such products include Client Management
Suite andServer ManagementSuite. The ServiceDesk solution software is installed
using the standard Symantec Management Platform mechanisms.
ServiceDesk includes all the primary ITIL Service Management processes.
Processes in ServiceDesk include Incident Management, Problem Management,
Change Management, Release Management, and a Knowledge Management system.
ServiceDesk also includes a Service Catalog.
After you install ServiceDesk, it is ready to use. However, you might choose to
customize some aspects of ServiceDesk to meet your organization’s specific
requirements. Because all ServiceDesk processes are based on workflows, you can
customize the processes without making code-level changes.
For information about the kinds of modifications you can perform, see the
ServiceDesk Customization Guide.
1
Chapter
Table 1-1
Key features of ServiceDesk
DescriptionFeature
All ServiceDesk processes are fully ITIL-based, which lets you implement a full ITIL
solution.
ITIL-based processes
ServiceDesk includesa set of high-quality, ITIL-based processes that have undergone
extensive testing and development effort.
Ready-to-use workflows and
processes
All ServiceDesk processes and forms are easy to customize using the Workflow
Designer tool.
See “About Workflow Designer” on page 28.
Easy customization
The default forms that ServiceDesk contains are process-driven rather than
data-driven. The user is not shown all of the available information for the form.
Instead, the user is shown what is relevant for the particular point they are at in the
process. The user is shown the information they need to see to move forward with
the process. This narrowing of focus helps ensure that the process is followed
correctly, and makes following the processes easier for new users.
Process-driven forms
The date and time that appear in tickets, alerts, and emails are displayed in the
appropriate time zone for the current user’s location. This time zone support allows
for world-wide support capabilities and supports virtual help desks.
Time zone support
You can define the normal business hours for your organization, which accounts for
holidays andweekends. Thisbusiness hourssupport allows for accurate Service Level
Agreement reportingand accuratereporting ofaverage responsetime and resolution
time.
Business hours support
Email notifications are built into the ITIL processes. Email notifications keep users
aware of changes to ticket status, and allow users to verify that an issue is fixed. In
any process,email notificationscan be used to notify the contacts that are associated
with a ticket, assign tasks, and send alerts.
Email notifications
Escalation rules can be configured so that escalations are triggered when certain
types of events occur. For example, an escalation might trigger when an incident
approaches theService LevelAgreement limitations. When a user has not responded
to a Change Management approval task, an escalation may also be triggered.
Escalation rules
ServiceDesk can integrate with other products through the actions and URL calls
that can trigger events in other systems. ServiceDesk Web services can also be used
to display ServiceDesk processes and forms in third-party applications such as
Microsoft SharePoint.
Integration with other
products
Introducing ServiceDesk
About ServiceDesk
16
Table 1-1
Key features of ServiceDesk (continued)
DescriptionFeature
Advanced reporting mechanisms are included in ServiceDesk. Reports are easy to
create and customize. In addition, report templates can be created to let groups and
users customize and save their own reports. Reports can be defined and scheduled
to run periodically, and can be emailed to a distribution list. Reports can also be
published as a web service to expose report data.
Advanced reporting
mechanisms
A full-featured knowledge management solution is included.Full-featured knowledge
management
You cansecure processes, forms, and data at theuser, group, role, and organizational
unit level.
Security at a granular level
Components of ServiceDesk
The components of ServiceDesk combine to let you use ITIL-compliant processes
to manage service tickets and your organization’s knowledge.
Table 1-2
Components of ServiceDesk
DescriptionComponent
The ServiceDesk solution software is installed on the Notification Server computer.
This software provides the following functions:
■ Management of the ServiceDesk licensing
The Symantec Installation Manager (SIM) installs the ServiceDesk solution software
and applies the ServiceDesk licenses.
■ The installation file that is used to install the ServiceDesk application software on the
ServiceDesk server computer.
The ServiceDesk server computer is different from the Notification Server computer.
■ The ServiceDesk pages that appear in the Symantec Management Console.
In the Symantec Management Console, you can access a page that lets you download
the ServiceDesk installation file.
■ Integration between the ServiceDesk application software and the Configuration
Management Database (CMDB).
See “About ServiceDesk solution software” on page 31.
ServiceDesk solution
software
Incorporates allthe SymantecWorkflow technologiesthat manage service tickets, provide
reporting capabilities, and integrate with other Symantec products.
The ServiceDesk application software is installed on the ServiceDesk server computer. It
cannot be installed on the same computer as Helpdesk Solution.
ServiceDesk application
software
17Introducing ServiceDesk
Components of ServiceDesk
Table 1-2
Components of ServiceDesk (continued)
DescriptionComponent
A toolthat letsan administratorcustomize workflowsto meetthe needsof theorganization.
See “About Workflow Designer” on page 28.
Workflow Designer is typically installed on a client computer. However, it can also be
installed on the ServiceDesk server computer.
Workflow Designer
A Web-based interface that provides access to the ServiceDesk application software. The
users of ServiceDesk access the portal from their Web browsers and use the portal to run
the workflow processes.
The ServiceDesk portal resides on the ServiceDesk server computer. The ServiceDesk
portal is accessible from most Web browsers.
See “About the ServiceDesk portal” on page 145.
ServiceDesk portal
The server-side software that includes the workflow extensions that are required to run
the core workflow processes.
These extensions must run on the server to which the workflows have been deployed,
which is the ServiceDesk server computer. The ServiceDesk server is sometimes referred
to as the Workflow server .
See “About Workflow Server” on page 29.
Workflow Server
software
Definitions of the events or steps that a process can follow. The data that is provided for
a specific process determines the path that the process takes through the workflow.
ServiceDesk contains the core workflows that you can use immediately without
customization. The core workflows let you manage service tickets and perform other
service-related activities.
The workflows and processes reside on the ServiceDesk server computer.
See “About workflows, processes, tickets, and tasks” on page 23.
Workflows
Stores the Process Manager details such as groups, users, and permissions.
Other applications can use the Process Manager database. For example, it is included with
Workflow Solution. When you install ServiceDesk, the Process Manager database is
expanded to become the ServiceDesk database. However, it typically is referred to as the
Process Manager database.
The default name for the actual database is Ensemble. It resides on the SQL Server
computer.
Process Manager
(ServiceDesk) database
Introducing ServiceDesk
Components of ServiceDesk
18
Table 1-2
Components of ServiceDesk (continued)
DescriptionComponent
Replicates certain data from the Process Manager database. You can either copy or move
the original data to the replication database or to a file. Use the database replication for
archiving or for improving performance of the Process Manager database.
The default name for the actual database is EnsembleReplication. It typically resides on
the same SQL Server computer as the Process Manager database.
See “About replicating the Process Manager database” on page 138.
Replication database
Stores the configuration details and contains the built-in tools that facilitate the use of
the data in the Process Manager database for reporting.
The defaultname for the actual database is EnsembleAnalysis. It resides on the SQL Server
computer.
Analysis database
Where to get more information
Use the following documentation resources to learn and use this product.
Table 1-3
Documentation resources
LocationDescriptionDocument
http://kb.altiris.com/
You can search for the product name under
Release Notes.
Information about new features and
important issues.
This information is available asan article in
the Altiris Knowledgebase.
Release Notes
Links to the documentation are available
from the following locations:
■ The release notes for this product
■ The Documentation Library, which is
available in the Symantec Management
Console on the Help menu
■ The Documentation page, which is
available from the Help link in the
ServiceDesk portal or at the following
URL:
http://www.altiris.com/Support/
Documentation.aspx
When youopen the Documentationpage,
look for the section that applies to this
product.
Information abouthow to install, configure,
and implement this product.
This informationis available in PDF format.
Implementation Guide
19Introducing ServiceDesk
Where to get more information
Table 1-3
Documentation resources (continued)
LocationDescriptionDocument
Links to the documentation are available
from the following locations:
■ The release notes for this product.
■ The Documentation Library, which is
available in the Symantec Management
Console on the Help menu.
■ The Documentation page, which is
available from the Help link in the
ServiceDesk portal or at the following
URL:
http://www.altiris.com/Support/
Documentation.aspx
When youopen the Documentationpage,
look for the section that applies to this
product.
The ServiceDeskadministrator can download
this documentation and provide it to the
appropriate users.
See “Makingthe ServiceDeskdocumentation
available to users” on page 157.
Information about how to use this product,
including detailedtechnical informationand
instructions for performing common tasks.
This informationis available in PDF format.
ServiceDesk has the following user guides:
■ ServiceDesk User Guide
For the administrator who configures
and managesthe ServiceDeskportal and
the process workers who use the
ServiceDesk portal.
■ ServiceDesk Portal User Guide
For the internal users or external users
who usethe ServiceDeskportal tosubmit
incidents, search the knowledge base,
and perform other user tasks.
User Guides
The Documentation Library, which is
available in the Symantec Management
Console on the Help menu.
Context-sensitive help is available for most
screens in the Symantec Management
Console.
You can open context-sensitive help in the
following ways:
■ The F1 key
■ The Contextcommand, which is available
in the Symantec Management Console
on the Help menu
Information about how to use the
ServiceDesk Solution Console. Help is not
available in the ServiceDesk portal.
Help is available at the solution level and at
the suite level.
This information is available in HTML help
format.
Help
Introducing ServiceDesk
Where to get more information
20
Table 1-3
Documentation resources (continued)
LocationDescriptionDocument
The Documentationpage, whichis available
at the following URL:
http://www.altiris.com/Support/
Documentation.aspx
When you open the Documentation page,
look for the section that applies to this
product.
Identifies the common customization that
organizations typically perform.
This informationis available in PDF format.
ServiceDesk
Customization Guide
In addition to the product documentation, you can use the following resources to
learn about Altiris products.
Table 1-4
Altiris information resources
LocationDescriptionResource
http://kb.altiris.com/Articles, incidents,and issuesabout Altiris
products.
Knowledge base
http://www.symantec.com/connect
/endpoint-management-virtualization
An online magazine that contains best
practices, tips, tricks, forums, and articles
for users of this product.
Symantec Connect
(formerly Altiris Juice)
21Introducing ServiceDesk
Where to get more information
Introducing ServiceDesk
Where to get more information
22
Understanding ServiceDesk
concepts
This chapter includes the following topics:
■ About workflows, processes, tickets, and tasks
■ About ITIL
■ About the core processes in ServiceDesk
■ About configuration items
■ About the Configuration Management Database (CMDB)
■ About Workflow Designer
■ About Workflow Server
■ About ServiceDesk licenses
About workflows, processes, tickets, and tasks
ServiceDesk andWorkflow Designer let you work with, create, and editworkflows,
processes, tickets, and tasks. These items are related to the workflow processing
in ServiceDesk.
See “About ServiceDesk” on page 15.
2
Chapter
Table 2-1
Descriptions of workflows, processes, tickets, and tasks
DescriptionItem
Consists of the defined steps that a process can follow. A workflow
is thedesign ofthe possibleprocess events.For example,a workflow
can be a purchase order approval or rejection, or a way to manage
incidents.
Workflows arecreated inWorkflow Designer. You can useWorkflow
Designer to customize the default workflows and publish them to
the production environment.
See “About Workflow Designer” on page 28.
Workflow
The workflow path that is followed to perform a series of actions.
The specific path that the process takes depends on the following
things:
■ The user’s interaction with the process
■ The data that is provided as the process is worked
■ The decisions that the workflow itself makes as a result of the
decisions and data
ServiceDesk containspredefined, ITIL-compliantprocesses, which
are ready to use.
See “About the core processes in ServiceDesk” on page 25.
Process
An object that is created to accept the data that is entered during
the initiation and working of a process. A ticket also contains the
information that the various workers need to work the process.
For example, an incident ticket contains the attributes that define
the incident, such as the description, contact, and priority.
Ticket
The action that must be taken to work a ticket or perform some
other job. A task is assigned to a group or a specific worker.
For example, when a user submits an incident ticket, a task is
created and assigned to a support technician or thesupport group.
When the support technician completes that task, the ticket is
updated and then it progresses to the next step in the workflow.
Task
About ITIL
ITIL is an acronym for Information Technology Infrastructure Library, which is
a methodof IT service management that is widely followed inmany organizations.
ITIL attempts to define a set of best practices for companies to use to manage
Understanding ServiceDesk concepts
About ITIL
24
their IT operations. Companies attempt to manage their IT infrastructure,
development, and operations using ITIL concepts and policies.
Organizations that implement ITIL processes seek to improve their operational
efficiencies and improve customer and user satisfaction.
Effectively using ITIL processes can help organizations in the following ways:
■ Manage user requests quickly.
■ Determine the root causes of recurring issues so that they can be addressed,
which can eliminate further issues in the future.
See “About the core processes in ServiceDesk” on page 25.
About the core processes in ServiceDesk
ServiceDesk containspredefined, ITIL-compliant processes, which let you manage
service tickets and perform other service management activities.
See “About workflows, processes, tickets, and tasks” on page 23.
See “About ITIL” on page 24.
The predefined processes are ready to use. However, you can customize any
process to meet the specific needs of your organization. You customize the
workflow for a process in Workflow Designer.
See “About Workflow Designer” on page 28.
Table 2-2
Core processes in ServiceDesk
DescriptionProject nameWorkflow
Works onstandardizing methodsand proceduresfor the most
efficient handling of all changes. The goal of the
standardization is to reduce the effect of changes on the
organization.
SD.Change ManagementChange Management
Lets the user who is the primary contact for an incident
complete a Customer Satisfaction Survey to rate the service
and the resolution.
See “About the Customer Satisfaction Survey” on page 149.
SD.CustomerServiceSurveyCustomer Survey
Aims toaddress the user’s issues and get the user back to their
normal working conditions as quickly as possible.
SD.Incident ManagementIncident Management
25Understanding ServiceDesk concepts
About the core processes in ServiceDesk
Table 2-2
Core processes in ServiceDesk (continued)
DescriptionProject nameWorkflow
Provides a data repository holding information on incidents,
problems, and known errors. Collecting information in the
knowledge baseenables organizationsto matchnew incidents
against previous ones and reuse established solutions and
approaches.
SD.KnowledgeBase
Submission
Knowledge
Management
Investigates the problems that are the source of multiple
incidents. Once problems are found, actions are taken to fix
the situation, and possibly prevent it from happening again.
SD.Problem ManagementProblem Management
Provides the oversight and planning for future releases and
changes in the organization. The goal is to identify conflicts
and problems in advance.
SD.ReleaseManagementRelease Management
Table 2-3
Additional processes in ServiceDesk
DescriptionProject nameWorkflow
Monitors a specified inbox for all new, unread emails and
processes them by creating incidents or routing them to the
service manager for evaluation.
See “About configuring the email monitoring” on page 154.
SD.Email.Monitor
SD.Email.
InboundManagement
Email Monitoring
Routes (assigns) an incident. By default, all emergency and
high priority incidents are assigned to the Support II group.
All other incidents are assigned to Support I.
The Determine Escalation model in this project contains the
routing rulesthat define the criteria for escalating an incident.
When an incident meets those criteria, it is escalated
automatically.
SD.RoutingRulesRouting
Default SLA time frames are established based on incident
priority.
See “About the Service Level Agreement and Operating Level
Agreement” on page 134.
SD.DataServices, inthe Setup
SLA Requirements model.
Service Level
Agreement (SLA)
Assigns the incidents based ondefined time zonesand groups
so that an incident can be worked on a 24x7 basis.
See “About Follow the Sun routing” on page 137.
SD.FollowTheSunFollow the Sun
Understanding ServiceDesk concepts
About the core processes in ServiceDesk
26
About configuration items
A configuration item (CI) is a component of your organization’s infrastructure
that is under the control of Configuration Management. A configuration item can
represent hardware, software, or associated documentation. For example,
configuration itemscan includeservices, servers,equipment, network components,
desktop andmobile computers,applications, licenses, telecommunication services,
and facilities.
The configuration itemsare modeledin the Configuration Management Database
(CMDB).
See “About the Configuration Management Database (CMDB)” on page 27.
When you work a change request, you can associate it with one or more
configuration items. ITIL recommends that each change should reference one or
more configuration items.
About the Configuration Management Database
(CMDB)
The ConfigurationManagement Database(CMDB) isa repositoryof theinformation
that is related to all the components or resources of an information system. In
the ITIL context, the CMDB represents the authorized configurations of the
significant components(configuration items) of the IT environment. For example,
the CMDB can contain information about hardware, software, associated
documentation, assets, contracts, and users.
The CMDB lets you manage the resources throughout their lifecycle, which helps
your organization understand the relationships between these resources and
track their configuration.
In theSymantec Management Platform, configuration items are typically referred
to as resources.
See “About configuration items” on page 27.
The CMDB is astandard componentof theSymantec ManagementPlatform. CMDB
Solution, which is a requirement for installing ServiceDesk, provides additional
capabilities for managing the data in the CMDB.
For more information about CMDB Solution, see the CMDB Solution User Guide.
For a CMDB implementation to be successful, the CMDB must be able to
automatically discoverand updateinformation about the organization’s resources.
The Symantec Management Platform provides the tools to perform these tasks.
Examples ofthe resource management tasks that can be performed areas follows:
27Understanding ServiceDesk concepts
About configuration items
■ Automatically discover resources such as computers and software.
For example,the SymantecManagement Platform can discover the computers
in an organization and add them to the CMDB.
■ Import resources.
For example,you can import Active Directory objects, such as users,computers,
sites, and subnets, into the CMDB. This feature lets you leverage the data that
already exists in Active Directory without re-creating it. You can schedule
regular imports to keep your CMDB populated with up-to-date resources,
allowing better management of your environment.
■ Create resources manually.
■ Create associations between resources.
For example, associations can be created between users, computers, and
departments.
■ Create customized actions and rules to manage and manipulate data.
See “About populating the CMDB for ServiceDesk” on page 53.
About Workflow Designer
Workflow Designer lets an administrator customize workflows to meet the needs
of the organization. With Workflow Designer, you can design workflows to apply
rules, make decisions, display interfaces, interview users, and route documents.
Workflow Designer is a component of Workflow Solution. ServiceDesk is based
on Workflow Solution.
A version of Workflow Designer is included with ServiceDesk.
See “About workflows, processes, tickets, and tasks” on page 23.
The Workflow Designer that is included with ServiceDesk lets you modify the
ServiceDesk workflows in any way that you want. However, the ability to create
a new workflow or use the data integration components require an Advanced
Workflow license.
You can install Workflow Designer at the same time and on the same computer
as theServiceDesk application software. However, Workflow Designer is typically
installed on a client computer instead of the ServiceDesk server computer.
See “Installing Workflow Designer on a client computer” on page 64.
Understanding ServiceDesk concepts
About Workflow Designer
28
About Workflow Server
The Workflow Server software is the server-side software that includes the
workflow extensions that are required to run the core workflow processes. These
extensions must run on the server to which the workflows have been deployed,
which is the ServiceDesk server computer. The ServiceDesk server is sometimes
referred to as the Workflow server.
When you customize workflows and other items in Workflow Designer, you must
publish them to the Workflow Server. Publishing is the act of moving a project
from the test environment to the production environment so that it can be run.
For more information about workflows, publishing, and Workflow Designer, see
the Workflow Solution User Guide.
About ServiceDesk licenses
The ServiceDesk licenses that you purchased determine the number of people
who can work in the ServiceDesk portal at one time. A license is consumed when
a logged-on user has a ServiceDesk process view page open to work a ticket for
any of the ServiceDesk processes.
The ServiceDesklicensing is IP-based. Therefore, a user can run multipleinstances
of ServiceDesk on one computer but consume only one license.
When all the licenses are in use, the next user who tries to edit a ticket is denied
access until a license becomes available.
A license is released in the following instances:
■ When a user closes a process view page.
It might take a few minutes for the license to become available.
■ When a process view page is open and inactive for a certain amount of time,
and the Web session times out.
IIS settings determine the timeout period.
Certain activities do not consume a license, as follows:
■ The primary contact has the process view page open for any of the tickets that
they submitted.
■ The useris engaged in the ServiceDesk activities that are not related toa ticket.
For example, a license is not consumed when the user browses documents or
reads a knowledge base article.
29Understanding ServiceDesk concepts
About Workflow Server
Understanding ServiceDesk concepts
About ServiceDesk licenses
30
Introducing ServiceDesk
solution software
This chapter includes the following topics:
■ About ServiceDesk solution software
■ About the ServiceDesk Solution Console page
■ Accessing the ServiceDesk Solution Console page
About ServiceDesk solution software
The ServiceDesk solution software is a component of the ServiceDesk product. It
is differentfrom theServiceDesk application software, which provides the interface
for managing service tickets and performing otherservice tasks. The ServiceDesk
solution software is installed on the Notification Server computer and the
ServiceDesk applicationsoftware is installed on the ServiceDesk server computer.
See “Components of ServiceDesk” on page 17.
The ServiceDesk solution software provides the following functions:
■ Management of the ServiceDesk licenses
The Symantec Installation Manager (SIM) installs the ServiceDesk solution
software on the Notification Server computer and applies the ServiceDesk
licenses. The ServiceDesk solution software manages the consumption of the
ServiceDesk licenses.
See “About ServiceDesk licenses” on page 29.
■ Downloading of the installation file that is used to install the ServiceDesk
server software on the ServiceDesk server computer.
The ServiceDesk server computer is different from the Notification Server
computer.
3
Chapter
In the Symantec Management Console, you can access a page that lets you
download theServiceDesk installation file to the ServiceDesk server computer.
Additional files might also be available for download.
■ Creation of ServiceDesk incidents for the specific resources that are defined
in the CMDB (Configuration Management Database).
■ Integration between the ServiceDesk application software and the CMDB.
Web services perform the integration in real time. The web services are
generated from a workflow project, SD.DataServices.
See “About the Configuration Management Database (CMDB)” on page 27.
About the ServiceDesk Solution Console page
The ServiceDesk Solution Console page lets you perform the following tasks:
■ View the number of ServiceDesk licenses that are available.
■ Download installation files for ServiceDesk.
See “Downloading the ServiceDesk installation file” on page 60.
■ View all incidents that are associated with a resource and that have been
reported from the ServiceDesk server computer.
The ServiceDesk Solution Console page appears in the Symantec Management
Console.
See “Accessing the ServiceDesk Solution Console page” on page 32.
The ServiceDesk solution software is a component of the ServiceDesk product.
See “About ServiceDesk solution software” on page 31.
Accessing the ServiceDesk Solution Console page
The ServiceDesk Solution Console page displays your ServiceDesk licenses, lets
you download installation files for ServiceDesk, and provides information about
incidents.
See “About the ServiceDesk Solution Console page” on page 32.
To access the ServiceDesk Solution Console page
1
In the Symantec Management Console, on the Settings menu, click All
Settings.
2
In the left pane, click Service and Asset Management > ServiceDesk >
ServiceDesk.
Introducing ServiceDesk solution software
About the ServiceDesk Solution Console page
32
Installing ServiceDesk
■ Chapter 4. Planning to install ServiceDesk
■ Chapter 5. Installing ServiceDesk
■ Chapter 6. Configuring the initial ServiceDesk settings
■ Chapter 7. Installing the Screen Capture Utility
■ Chapter 8. Migrating data from Altiris® Helpdesk Solution™
2
Section
34
Planning to install
ServiceDesk
This chapter includes the following topics:
■ About the ServiceDesk installation
■ Installing a Symantec Management Platform product and ServiceDesk for the
first time
■ Installing ServiceDesk 7.0 on an existing installation of the Symantec
Management Platform
■ Upgrading to the Symantec Management Platform and ServiceDesk 7.0 from
Altiris 6.x
■ Upgrading the ServiceDesk application software
■ Server requirements for the ServiceDesk installation
■ Server configuration options for the ServiceDesk installation
■ Requirements for the ServiceDesk client computers
■ Adding the ServiceDesk server computer to the Administrators group
■ About installing Symantec Management Platform products
■ About populating the CMDB for ServiceDesk
■ Information to collect for the ServiceDesk installation
4
Chapter
About the ServiceDesk installation
ServiceDesk consistsof several software components that are installed on separate
computers.
The main software components of ServiceDesk are as follows:
■ ServiceDesk solution software
Resides on the same 32-bit server as the Symantec Management Platform
products, which include Client Management Suite and Server Management
Suite.
■ ServiceDesk application software
Resides on its own 64-bit server. It cannot be installed on the same computer
as Helpdesk Solution.
■ Workflow Designer
Can reside on a client computer or the ServiceDesk server computer.
ServiceDesk also encompasses databases and other components.
See “Components of ServiceDesk” on page 17.
Because of their different installation requirements, the software components of
ServiceDesk havetheir own installation processes. The installation processesthat
you follow depend on the scenario that fits your organization’s situation.
Table 4-1
Typical scenarios for installing ServiceDesk
DescriptionScenario
No SymantecManagement Platform products are installed in your
environment. You purchased a Symantec Management Platform
7.0 product that includes ServiceDesk.
See “Installing a Symantec Management Platform product and
ServiceDesk for the first time” on page 37.
New installation
You havealready implemented a Symantec Management Platform
7.0 product. You purchased ServiceDesk solution and are ready to
use it.
See “Installing ServiceDesk 7.0 on an existing installation of the
Symantec Management Platform” on page 39.
Addition of
ServiceDesk
You have an installation of an Altiris 6.x product that includes
Helpdesk Solution 6.5. You purchased an upgrade to a Symantec
Management Platform 7.0 product and ServiceDesk 7.0.
See “Upgrading to the Symantec Management Platform and
ServiceDesk 7.0 from Altiris 6.x” on page 41.
Upgrade from 6.x
Planning to install ServiceDesk
About the ServiceDesk installation
36
Table 4-1
Typical scenarios for installing ServiceDesk (continued)
DescriptionScenario
You have an installation of ServiceDesk 7.0 and an upgrade is
available.
See “Installingan upgradeto theServiceDesk application software”
on page 67.
Upgrade from 7.0
Installing a Symantec Management Platform product
and ServiceDesk for the first time
Use this process to install ServiceDesk when you do not have any Symantec
Management Platform products installed.
Table 4-2 lists the order in which you must complete the steps.
Table 4-2
Process for installing a Symantec Management Platform product
and ServiceDesk for the first time
DescriptionProcessStep
ServiceDesk requires a Symantec Management Platform 7.0 product.
During this step, you set up the Notification Server computer and the
other hardware and software that is required. The Symantec
Management Platform runs on a 32-bit server.
See “Server configuration options for the ServiceDesk installation”
on page 49.
For more information about the recommended hardware
configurations, see knowledge base article 45803, Altiris 7 Planning
& Implementation Guide. It is available at the following URL:
https://kb.altiris.com/article.asp?article=45803&p=1
Set up the environment for
the Symantec Management
Platform product.
Step 1
37Planning to install ServiceDesk
Installing a Symantec Management Platform product and ServiceDesk for the first time
Table 4-2
Process for installing a Symantec Management Platform product
and ServiceDesk for the first time (continued)
DescriptionProcessStep
During this step, you perform the following tasks:
■ Set up a 64-bit computer as the ServiceDesk server.
This server cannot contain an installation of Helpdesk Solution.
See “System requirements for the ServiceDesk server computer”
on page 47.
■ Add theServiceDesk servercomputer tothe Administratorsgroup
on the SQL Server computer.
See “Addingthe ServiceDeskserver computer to the Administrators
group” on page 51.
■ Set up the SQL Server computer.
See “System requirements for the SQL Server computer”
on page 48.
See “Server configuration options for the ServiceDesk installation”
on page 49.
Set up the environment for
the ServiceDesk application
software.
Step 2
During this step, you perform the following tasks:
■ Use Symantec Installation Manager (SIM) to install the Symantec
Management Platform product and the ServiceDesk solution
software on the Notification Server computer.
See “About installing Symantec Management Platform products”
on page 52.
See “About installing the ServiceDesk solution software on the
Notification Server computer” on page 58.
■ Populate the Configuration Management Database (CMDB).
ServiceDesk uses some of the configuration items(resources) that
are defined in the CMDB. Technically, you can use ServiceDesk
without the CMDB data, but doing so limits the amount of
information that can be included in incidents.
See “About the Configuration Management Database (CMDB)”
on page 27.
See “About populating the CMDB for ServiceDesk” on page 53.
Install the Symantec
Management Platform
product andthe ServiceDesk
solution software.
Step 3
The ServiceDesk application software incorporates all the Symantec
Workflow technologiesthat manageservice tickets,provide reporting
capabilities, and integrate with other Symantec products.
See “Installing the ServiceDesk application software” on page 59.
This step includes the initial configuration of the ServiceDesk
application software, which you do in the ServiceDesk Setup wizard.
Install the ServiceDesk
application software on the
ServiceDesk server
computer.
Step 4
Planning to install ServiceDesk
Installing a Symantec Management Platform product and ServiceDesk for the first time
38
Table 4-2
Process for installing a Symantec Management Platform product
and ServiceDesk for the first time (continued)
DescriptionProcessStep
If you install Workflow Designer on a client computer, you must run
a separate installation.
See “Installing Workflow Designer on a client computer” on page 64.
If youinstall WorkflowDesigner on the ServiceDesk server computer,
you can install it at the same time as the ServiceDesk application
software.
See “Installing the ServiceDesk application software” on page 59.
(Optional) Install Workflow
Designer.
Step 5
ServiceDesk provides a Screen Capture utility that lets users capture
images of their computer screens.
See “About installing the Screen Capture utility” on page 109.
(Optional) Install the Screen
Capture Utility on the client
computers.
Step 6
After you complete the installation and before you start to use ServiceDesk,
complete the steps for configuring the ServiceDesk portal.
See “Configuring the ServiceDesk application software” on page 125.
Installing ServiceDesk 7.0 on an existing installation
of the Symantec Management Platform
Use this process to install ServiceDesk when you have already implemented a
Symantec Management Platform 7.0 product.
Before you begin, ensure that you meet the following prerequisites:
■ The Symantec Management Platform product is installed and implemented.
See “About installing Symantec Management Platform products” on page 52.
■ The CMDB (Configuration Management Database) is populated.
ServiceDesk uses some of the configuration items (resources) that are defined
in the CMDB. Technically, you can use ServiceDesk without the CMDB data,
but doingso limits the amount of information thatcan be included in incidents.
See “About populating the CMDB for ServiceDesk” on page 53.
Table 4-3 lists the order in which you must complete the steps.
39Planning to install ServiceDesk
Installing ServiceDesk 7.0 on an existing installation of the Symantec Management Platform
Table 4-3
Process for installing ServiceDesk 7.0 on an existing installation of
the Symantec Management Platform
DescriptionProcessStep
During this step, you perform the following tasks:
■ Set up a 64-bit computer as the ServiceDesk server.
This server cannot contain an installation of Helpdesk Solution.
See “System requirements for the ServiceDesk server computer”
on page 47.
■ Add theServiceDesk servercomputer tothe Administratorsgroup
on the SQL Server computer.
See “Addingthe ServiceDeskserver computer to the Administrators
group” on page 51.
■ Set up the SQL Server computer.
See “System requirements for the SQL Server computer”
on page 48.
See “Server configuration options for the ServiceDesk installation”
on page 49.
Set up the environment for
the ServiceDesk application
software.
Step 1
During this step, you use Symantec Installation Manager (SIM) to
install theServiceDesk solutionsoftware in the Symantec Management
Platform environment.
See “About installing the ServiceDesk solution software on the
Notification Server computer” on page 58.
Install the ServiceDesk
solution software on the
Notification Server
computer.
Step 2
During this step, you use the ServiceDeskSetup wizard to install the
ServiceDesk application software.
The ServiceDesk application software incorporates all the Symantec
Workflow technologiesthat manageservice tickets,provide reporting
capabilities, and integrate with other Symantec products.
See “Installing the ServiceDesk application software” on page 59.
This step includes the initial configuration of the ServiceDesk
application software, which you do in the ServiceDesk Setup wizard.
Install the ServiceDesk
application software on the
ServiceDesk server
computer.
Step 3
If you install Workflow Designer on a client computer, you must run
a separate installation.
See “Installing Workflow Designer on a client computer” on page 64.
If youinstall WorkflowDesigner on the ServiceDesk server computer,
you can install it at the same time as the ServiceDesk application
software.
See “Installing the ServiceDesk application software” on page 59.
(Optional) Install Workflow
Designer.
Step 4
Planning to install ServiceDesk
Installing ServiceDesk 7.0 on an existing installation of the Symantec Management Platform
40
Table 4-3
Process for installing ServiceDesk 7.0 on an existing installation of
the Symantec Management Platform (continued)
DescriptionProcessStep
ServiceDesk provides a Screen Capture utility that lets users capture
images of their computer screens.
See “About installing the Screen Capture utility” on page 109.
(Optional) Install the Screen
Capture Utility on the client
computers.
Step 5
After you complete the installation and before you start to use ServiceDesk,
complete the steps for configuring the ServiceDesk portal.
See “Configuring the ServiceDesk application software” on page 125.
Upgrading to the Symantec Management Platform
and ServiceDesk 7.0 from Altiris 6.x
Symantec ServiceDesk7.0 replaces the functionality of Helpdesk Solution 6.5 and
earlier. ServiceDesk does not upgrade or install over Helpdesk Solution because
ServiceDesk is installed on a different server and uses different databases.
Use this process to install ServiceDesk 7.0 when you have an installation of an
Altiris 6.x product that includes Helpdesk Solution 6.5.
Table 4-4 lists the order in which you must complete the steps.
41Planning to install ServiceDesk
Upgrading to the Symantec Management Platform and ServiceDesk 7.0 from Altiris 6.x
Table 4-4
Process for upgrading to the Symantec Management Platform and
ServiceDesk 7.0 from Altiris 6.x
DescriptionProcessStep
ServiceDesk requires a Symantec Management Platform 7.0 product.
During this step, you perform the following tasks:
■ Upgrade your Altiris 6.x product to a Symantec Management
Platform 7.0 product.
The upgrade of Altiris 6.x is managed through the Symantec
Installation Manager. You can choose the solutions to upgrade
during the upgrade process.
For more information, see the Symantec Management Platform
Installation Guide, which is available when you download the
product.
■ Migrate anyAltiris 6.xdata tothe SymantecManagement Platform
7.0 product.
For more information about migrating Altiris 6.x data, see
knowledge base article 44969, Migration of 6.x Data to Symantec
Management Platform 7.0. It is available at the following URL:
https://kb.altiris.com/article.asp?article=44969&p=1
Upgrade to the Symantec
Management Platform 7.0.
Step 1
During this step, you perform the following tasks:
■ Set up a 64-bit computer as the ServiceDesk server.
This server cannot contain an installation of Helpdesk Solution.
See “System requirements for the ServiceDesk server computer”
on page 47.
■ Add theServiceDesk servercomputer tothe Administratorsgroup
on the SQL Server computer.
See “Addingthe ServiceDeskserver computer to the Administrators
group” on page 51.
■ Set up the SQL Server computer.
See “System requirements for the SQL Server computer”
on page 48.
See “Server configuration options for the ServiceDesk installation”
on page 49.
Set up the environment for
the ServiceDesk application
software.
Step 2
Planning to install ServiceDesk
Upgrading to the Symantec Management Platform and ServiceDesk 7.0 from Altiris 6.x
42
Table 4-4
Process for upgrading to the Symantec Management Platform and
ServiceDesk 7.0 from Altiris 6.x (continued)
DescriptionProcessStep
During this step, you perform the following tasks:
■ Use SymantecInstallation Manager(SIM) toinstall theServiceDesk
solution software.
See “About installing the ServiceDesk solution software on the
Notification Server computer” on page 58.
■ Populate the Configuration Management Database (CMDB).
ServiceDesk uses some of the configuration items(resources) that
are defined in the CMDB. Technically, you can use ServiceDesk
without the CMDB data, but doing so limits the amount of
information that can be included in incidents.
See “About the Configuration Management Database (CMDB)”
on page 27.
See “About populating the CMDB for ServiceDesk” on page 53.
Install the ServiceDesk
solution software on the
Notification Server
computer.
Step 3
During this step, you use the ServiceDesk Setup wizard to install the
ServiceDesk application software.
The ServiceDesk application software incorporates all the Symantec
Workflow technologiesthat manageservice tickets,provide reporting
capabilities, and integrate with other Symantec products.
See “Installing the ServiceDesk application software” on page 59.
This step includes the initial configuration of the ServiceDesk
application software, which you do in the ServiceDesk Setup wizard.
Install the ServiceDesk
application software on the
ServiceDesk server
computer.
Step 4
Symantec ServiceDesk 7.0 replaces the functionality of Helpdesk
Solution 6.5 and earlier. Although you cannot upgrade Helpdesk
Solution directly, you can use certain Helpdesk Solution data in
ServiceDesk.
You can migrate the Helpdesk Solution data from the ServiceDesk
Setup wizard or from the ServiceDesk portal.
See “About migrating data from Helpdesk Solution” on page 113.
Migrate data from Helpdesk
Solution.
Step 5
If you install Workflow Designer on a client computer, you must run
a separate installation.
See “Installing Workflow Designer on a client computer” on page 64.
If youinstall WorkflowDesigner on the ServiceDesk server computer,
you can install it at the same time as the ServiceDesk application
software.
See “Installing the ServiceDesk application software” on page 59.
(Optional) Install Workflow
Designer.
Step 6
43Planning to install ServiceDesk
Upgrading to the Symantec Management Platform and ServiceDesk 7.0 from Altiris 6.x
Table 4-4
Process for upgrading to the Symantec Management Platform and
ServiceDesk 7.0 from Altiris 6.x (continued)
DescriptionProcessStep
ServiceDesk provides a Screen Capture utility that lets users capture
images of their computer screens.
See “About installing the Screen Capture utility” on page 109.
(Optional) Install the Screen
Capture Utility on the client
computers.
Step 7
After you complete the installation and before you start to use ServiceDesk,
complete the steps for configuring the ServiceDesk portal.
See “Configuring the ServiceDesk application software” on page 125.
Upgrading the ServiceDesk application software
Use this process to upgrade an existing instance of the ServiceDesk application
software to a maintenance release, service pack, or new version.
Table 4-5 lists the order in which you must complete the steps.
Table 4-5
Process for upgrading the ServiceDesk application software
DescriptionProcessStep
If your organization has modified any workflow projects, back them
up from their location onthe ServiceDeskserver computer before you
upgrade ServiceDesk.
The default location for the workflow projects is as follows:
installation directory\altiris\Workflow
Designer\WorkflowProjects
During the upgrade, the ServiceDesk Setup wizard displays the
workflow projects that were updated for the new release. You can
select the projects to update.
If your organization modified any of the projects that are listed, you
have the following options:
■ Leave the project’s check box unchecked and do not update your
modified project.
■ Select the check box and overwrite your modified project with the
updated version.
If you have a backup of your modified project, you can revert to it
if necessary.
Back up your customized
workflow projects.
Step 1
Planning to install ServiceDesk
Upgrading the ServiceDesk application software
44
Table 4-5
Process for upgrading the ServiceDesk application software
(continued)
DescriptionProcessStep
Use Symantec Installation Manager (SIM) to upgrade the Symantec
Management Platformproduct andthe ServiceDesksolution software
on the Notification Server computer.
See “About installing Symantec Management Platform products”
on page 52.
See “About installing the ServiceDesk solution software on the
Notification Server computer” on page 58.
Upgrade the Symantec
Management Platform
product andthe ServiceDesk
solution software.
Step 2
In the Symantec Management Console, you can access a page that
lets youdownload the ServiceDesk installation file. Download this file
to any computer on which you plan to upgrade the ServiceDesk
application software or Workflow Designer.
See “Downloading the ServiceDesk installation file” on page 60.
Download the updated
ServiceDesk installationfile.
Step 3
On theServiceDesk servercomputer, runthe ServiceDesk installation
file thatyou downloaded,which opensthe ServiceDeskSetup wizard.
See “Installing the ServiceDesk application software” on page 59.
Upgrade the ServiceDesk
application software.
Step 4
If Workflow Designer is installed on the same computer as
ServiceDesk, you can update both products at the same time. If
Workflow Designer is installed on a different computer, run the
ServiceDesk installation file on that computer.
See “Installing the ServiceDesk application software” on page 59.
(Optional) UpgradeWorkflow
Designer.
Step 5
Server requirements for the ServiceDesk installation
The ServiceDesk installation requires that you dedicate certain servers.
45Planning to install ServiceDesk
Server requirements for the ServiceDesk installation
Table 4-6
The dedicated servers that ServiceDesk requires
DescriptionServer
ServiceDesk requires a Symantec Management Platform 7.0 product. Although a Symantec
Management Platform product can require several servers, the platform itself is typically
installed on the Notification Server computer. The Symantec Management Platform runs
on a 32-bit server.
See “ServiceDesk requirements for the Notification Server computer” on page 46.
For moreinformation aboutthe recommendedhardware configurations, see knowledge base
article 45803, Altiris 7 Planning & Implementation Guide. It is available atthe following URL:
https://kb.altiris.com/article.asp?article=45803&p=1
Notification Server
computer
The ServiceDesk server is a 64-bit computer that contains the ServiceDesk application
software and its workflows and processes.
This server might also be referred toas the Process Manager server or theWorkflow Server.
This server cannot contain an installation of Helpdesk Solution.
See “System requirements for the ServiceDesk server computer” on page 47.
ServiceDesk server
computer
The ServiceDesk databases must reside on a SQL Server computer.
See “System requirements for the SQL Server computer” on page 48.
The ServiceDesk solution software and the Symantec Management Platform can share a
SQL Server computer.
SQL Server computer
You can use any of several configurations for setting up the Notification Server
computer, the ServiceDesk server computer, and the SQL Server computer.
See “Server configuration options for the ServiceDesk installation” on page 49.
ServiceDesk requirements for the Notification Server computer
ServiceDesk requires the Symantec Management Platform to be installed and
running. The Symantec Management Platform must always be installed on its
own 32-bit server.
For more detailed information aboutthe requirements forthe Notification Server
computer, see the Symantec Management Platform Installation Guide. This guide
is available when you download the Symantec Management Platform product.
After you install the product, the guide is also available from the Start menu,
under Altiris > Symantec Installation Manager > Symantec Management
Platform Installation Guide.
Planning to install ServiceDesk
Server requirements for the ServiceDesk installation
46
Table 4-7
ServiceDesk requirements for the Notification Server computer
RequirementItem
The system requirements for the Symantec Management Platform apply to this server.Hardware and base
software
Symantec Management Platform 7.0 or later must be installed and running.
The installation of Symantec Management Platform is managed through the Symantec
Installation Manager.
Symantec
Management
Platform
If CMDBSolution is not already installed, it is included in the installation of the ServiceDesk
solution software. You do not need to perform a separate installation.
Altiris CMDBSolution
See “Server requirements for the ServiceDesk installation” on page 45.
System requirements for the ServiceDesk server computer
The ServiceDesk application software is installed on the ServiceDesk server
computer. This server cannot contain an installation of Helpdesk Solution.
You can use any of several configurations for setting up the Notification Server
computer, the ServiceDesk server computer, and the SQL Server computer.
See “Server configuration options for the ServiceDesk installation” on page 49.
When youinstall theServiceDesk application software and SQL Server on different
computers, the computers must meet the following requirements:
■ Both servers must be members of the same domain.
■ This configuration must be installed in an Active Directory environment.
Table 4-8
System requirements for the ServiceDesk server computer
RequirementItem
Multi-core or multiple processors, 64-bitComputer and
processor
Minimum: 4 GB
Minimum recommended: 8 GB
Preferred: 16 GB
RAM
Windows Server 2003 64 bitOperating system
47Planning to install ServiceDesk
Server requirements for the ServiceDesk installation
Table 4-8
System requirements for the ServiceDesk server computer
(continued)
RequirementItem
The ServiceDesk server computer requires the SQL Server ADOMD.NET. This SQL Server
component is a Microsoft .NET Framework data provider. It facilitates communication with
the Microsoft SQL Server Analysis Services.
If SQLServer isinstalled on a computer that is separate from the ServiceDesk server (off-box),
the ServiceDesk server requires the following SQL Server components:
■ SQL Management Objects
This component of SQL Server is part of the SQL Server 2005 Management Objects
Collection. You can download the Management Objects Collection installation from the
Microsoft Web site. The file name is SQLServer2005_XMO_x64.msi.
■ SQL Native client
This component is a prerequisite for installing the SQL Management Objects.
SQL Server
components
IIS 6Microsoft Internet
Information Services
(IIS)
.NET 3.5 with ASP.NET.NET Framework
ServiceDesk is intended to work with all of the major Internet browsers.
We have tested ServiceDesk with the following browsers:
■ Microsoft Internet Explorer 7 or later
■ Mozilla Firefox 2 or later
■ Safari 3 or later
Internet browser
The ServiceDesk server computer must be a member of the Administrators group on the
SQL Server computer.
See “Adding the ServiceDesk server computer to the Administrators group” on page 51.
Additional
requirement
System requirements for the SQL Server computer
ServiceDesk requires an installation of Microsoft SQL Server.
You can use any of several configurations for setting up the Notification Server
computer, the ServiceDesk server computer, and the SQL Server computer.
See “Server configuration options for the ServiceDesk installation” on page 49.
When youinstall theServiceDesk application software and SQL Server on different
computers, the computers must meet the following requirements:
■ Both servers must be members of the same domain.
Planning to install ServiceDesk
Server requirements for the ServiceDesk installation
48
■ This configuration must be installed in an Active Directory environment.
Table 4-9
System requirements for the SQL Server computer
RequirementItem
32-bit or 64-bitProcessor
ServiceDesk requires the following components of Microsoft SQL Server:
■ SQL Server 2005 Standard or Enterprise
■ SQL Server Reporting Services 2005 or later
■ SQL Server Analysis Services 2005 or later
■ SQL Server 2005 Service Pack 2 or Service Pack 3
Database
When you use one SQL Server computer for both the Symantec Management Platform and
the ServiceDesk application software, follow the platform’s SQL Server requirements.
For more information about the recommended hardware configurations for the Symantec
Management Platform,see knowledgebase article45803, Altiris7 Planning & Implementation
Guide. It is available at the following URL:
https://kb.altiris.com/article.asp?article=45803&p=1
Additional
requirements
Server configuration options for the ServiceDesk
installation
The ServiceDesk installation requires that you dedicate certain servers: a
Notification Server computer, a ServiceDesk server computer, and a SQL Server
computer.
See “Server requirements for the ServiceDesk installation” on page 45.
The server configuration that you use for a ServiceDesk installation depends on
your environment, datacenter design, and budget.
A server configuration is valid if it meets the following
requirements:
■ Microsoft SQL Server is installed on either a 32-bit server or
a 64-bit server.
■ The Symantec Management Platform and the ServiceDesk
solution software are installed on the same 32-bit server.
■ The ServiceDesk application software is installed on a 64-bit
server.
Requirements forserver
configurations
49Planning to install ServiceDesk
Server configuration options for the ServiceDesk installation
The most commonly-used configurations are as follows:
■ SQL Server is installed off-box for both the Symantec
Management Platform and the ServiceDesk application
software.
See Figure 4-1.
■ The Symantec Management Platform and the ServiceDesk
application softwareshare anoff-box SQL Server installation.
See Figure 4-2.
Typical server
configurations
Examples of additional configurations are as follows:
■ SQL Server is installed off-box for either the Symantec
Management Platform or the ServiceDesk application
software.
■ SQL Server is installed on-box for either the Symantec
Management Platformor the ServiceDesk application software
or both.
■ One of the applications uses an on-box installation of SQL
Server and shares it with the other application.
■ One of the applications uses an on-box installation of SQL
Server and the other application uses an off-box installation
of SQL Server.
Additional server
configurations
Figure 4-1
Both Symantec Management Platform and ServiceDesk have their
own off-box SQL Server computer
Notification Server
(Symantec
Management
Platform)
SQL Server
ServiceDesk Server
SQL Server
Planning to install ServiceDesk
Server configuration options for the ServiceDesk installation
50
Figure 4-2
Symantec Management Platform and ServiceDesk share an off-box
SQL Server computer
Notification Server
(Symantec
Management
Platform)
SQL Server ServiceDesk Server
Requirements for the ServiceDesk client computers
The client computers access ServiceDesk from an Internet browser. ServiceDesk
is intended to work with all the major Internet browsers.
We have tested ServiceDesk with the following browsers:
■ Microsoft Internet Explorer 7 or later
■ Mozilla Firefox 2 or later
■ Safari 3 or later
See “Server requirements for the ServiceDesk installation” on page 45.
Adding the ServiceDesk server computer to the
Administrators group
Before you install the ServiceDesk application software, you must add the
ServiceDesk server computer to the Administrators group on the SQL Server
computer.
This task is part of the processfor setting up the environmentfor the ServiceDesk
application software.
See “Installing a Symantec Management Platform product and ServiceDesk for
the first time” on page 37.
See “Installing ServiceDesk 7.0 on an existing installation of the Symantec
Management Platform” on page 39.
See “Upgrading to the Symantec Management Platformand ServiceDesk 7.0 from
Altiris 6.x” on page 41.
Before you begin, ensure that you have set up the ServiceDesk server computer.
51Planning to install ServiceDesk
Requirements for the ServiceDesk client computers
See “System requirements for the ServiceDesk server computer” on page 47.
To add the ServiceDesk server computer to the Administrators group
1
On the SQL Server computer, on either the Start menu or the desktop,
right-click My Computer and then click Manage.
2
On the Computer Management page, in the left pane, click Local Users and
Groups > Groups.
3
In the right pane, double-click Administrators.
4
In the Administrators Properties dialog box, click Add.
5
In the Select Users, Computers, or Groups dialog box, click Object Types,
and then if you are prompted, enter your network password.
6
In the Object Types dialog box, click Computers, and then click OK.
7
In the Select Users, Computers, or Groups dialog box, in Enterobjectnames
to select, type the domain name and the name of the ServiceDesk server
computer as follows:
domain\host-name
8
To verify that the name resolves correctly, click Check Names.
9
If the test is successful, click OK.
10
Close the Computer Management page.
About installing Symantec Management Platform
products
ServiceDesk requires a completed installation and implementationof a Symantec
Management Platform 7.0 product. Such products include Client Management
Suite and Server Management Suite.
See “About the ServiceDesk installation” on page 36.
The Symantec Installation Manager (SIM) handles the installation and initial
configuration of the Symantec Management Platform products. This easy-to-use
wizard verifies installation readiness and steps you through the product
installation and configuration.
If you need to install or uninstall any Symantec Management Platform product
after the initial installation, Symantec Installation Manager is available in the
Symantec Management Console.
For moreinformation, see the Symantec Management Platform Installation Guide,
which is available when you download the Symantec Management Platform
Planning to install ServiceDesk
About installing Symantec Management Platform products
52
product. After you install the product, it is also available from the Windows Start
menu, under Altiris>SymantecInstallationManager > Symantec Management
Platform Installation Guide.
About populating the CMDB for ServiceDesk
The Configuration Management Database (CMDB) represents the authorized
configurations of the significant components (configuration items) of the IT
environment. For example, the CMDB can contain information about hardware,
software, associated documentation, assets, and contracts.
See “About the Configuration Management Database (CMDB)” on page 27.
In theSymantec Management Platform, configuration items are typically referred
to as resources.
See “About configuration items” on page 27.
ServiceDesk uses the following configuration items (resources) that are defined
in the CMDB: equipment, locations, and services. This information provides
additional details to incidents that can help the resolution. For example, during
the creation of an incident, the technician can select the user’s location and any
related configuration items that the issue affects.
Technically, you can use ServiceDesk without the CMDB data, but doing so limits
the amount of information that can be included in incidents. For example, if the
CMDB does not contain equipment data, the user cannot specify the affected
equipment in the incident.
If you upgrade from a 6.x Altiris product, the CMDB is upgraded at the same time.
Otherwise, you must populate it after you install the Symantec Management
Platform.
For more information about populatingthe CMDB,see the SymantecManagement
Platform User Guide or the CMDB Solution User Guide.
Examples of how you can add resource data to the CMDB are as follows:
■ Create the resources manually.
■ Discover computers.
■ Import computers from Active Directory.
■ Discover network devices.
For example, the Network Discovery function can discover routers, switches,
network printers, Novell NetWare servers, and the computers that run
Windows, UNIX, Linux, and Macintosh.
■ Import resource associations from Active Directory.
53Planning to install ServiceDesk
About populating the CMDB for ServiceDesk
Microsoft Active Directory not only stores objects, it also stores relationships
between objects. Microsoft Active Directory Import can extract these
relationships from Active Directory and create the appropriate resources and
resource associations in the CMDB
■ Import data from several other solutions in the Symantec Management
Platform.
For example, you can import software resources from Inventory Solution.
Information to collect for the ServiceDesk installation
During the ServiceDesk installation and initial configuration, you must enter
certain information about your environment and the type of installation that you
plan to perform. Collecting this information is a step in the process for installing
the ServiceDesk application software.
See “Installing the ServiceDesk application software” on page 59.
Table 4-10
Information to collect for the ServiceDesk implementation
DescriptionItem
The IP address, fully qualified domain name, or common name of the computer on which
the Symantec Management Platform and Notification Server are installed.
Notification Server
computer name
The domain name of the computer on which the Symantec Management Platform and
Notification Server are installed.
Notification Server
domain name
The user name and password with which the ServiceDesk server computer can access the
Notification Server computer.
Notification Server
credentials
The name of the Web site from which users can access the ServiceDesk portal. You must
use the Web site name as it is listed in IIS.
Web site name
The IP address and the fully qualified domain name of the ServiceDesk server computer.Base URL of the
ServiceDesk server
The IPaddress orthe domainname ofthe computeron whichto install the Process Manager
database.
It must reside on the SQL server.
Data source for the
Process Manager
database
The user name and password of the administrator who can access the Process Manager
database.
Process Manager
administrator
Planning to install ServiceDesk
Information to collect for the ServiceDesk installation
54
Table 4-10
Information to collect for the ServiceDesk implementation
(continued)
DescriptionItem
(Optional) The IP address or the domain name of the computer on which to install the
replication database. This information is required if you plan to replicate the Process
Manager database.
The replicationdatabase typicallyresides on the same SQL Server computer as the Process
Manager database.
Data source for the
replication database
The authentication method for ServiceDesk to connect to the Process Manager database.
The options are Windows Integrated Security or MS SQL Server Security.
If you plan to replicate the Process Manager database, you also need this information for
the replication database.
Connection
authentication method
If you plan to use Active Directory to authenticate the users who log on to ServiceDesk,
you need to collect the following information:
■ Domain name of the Active Directory server computer
■ Email domain name
Your organization’s email domain name, such as domain.com
■ Credentials for Active Directory
The user name and password of an account that can connect to the Active Directory
and retrieve user information.
Active Directory
information
■ The name of the email server from which ServiceDesk receives inbound email.
■ (Optional) The name of the email server to monitor for incoming incidents.
Obtain this server name if you plan to use the ServiceDesk Inbox monitoring tool.
Email server addresses
■ The email address from which ServiceDesk sends notification emails.
■ (Optional) The email address and password of the mailbox to monitor for incoming
incidents.
Obtain this address if you plan to use the ServiceDesk Inbox monitoring tool. It should
be the same as the email address for sending emails.
Email addresses
The protocol and port for the email transmissions between ServiceDesk and users.Email protocol and port
55Planning to install ServiceDesk
Information to collect for the ServiceDesk installation
Planning to install ServiceDesk
Information to collect for the ServiceDesk installation
56
Installing ServiceDesk
This chapter includes the following topics:
■ About installing the ServiceDesk solution software on the Notification Server
computer
■ Installing the ServiceDesk application software
■ Downloading the ServiceDesk installation file
■ Installing the ServiceDesk application software on the ServiceDesk server
computer
■ Installing Workflow Designer on a client computer
■ Installing an upgrade to the ServiceDesk application software
■ Maintenance page
■ Server Roles page
■ Install Location page
■ Server Configuration page
■ Workflow Designer Tasks page
■ Notification Server Credentials page
■ Database Connection page
■ Database Configuration page
■ Database Replication page
■ System Accounts Access page
■ Process Manager Configuration page
5
Chapter
■ Process Manager Authentication page
■ Active Directory Server dialog box
■ Active Directory Container dialog box
■ Workflow Persistence page
■ Symbus ORM page
■ System Check page
About installing the ServiceDesk solution software
on the Notification Server computer
Install the ServiceDesk solution software on the Notification Server computer
before you install any other part of the ServiceDesk product. The ServiceDesk
solution software is installed from Symantec Installation Manager.
The Symantec Installation Manager (SIM) handles the installation and initial
configuration of the Symantec Management Platform. This easy-to-use wizard
verifies installation readiness and steps you through the product installation and
configuration
For moreinformation, see the Symantec Management Platform Installation Guide,
which is available when you download the Symantec Management Platform
product. After you install the product, it is also available from the Windows Start
menu, under Altiris>SymantecInstallationManager > Symantec Management
Platform Installation Guide.
You caninstall the ServiceDesk solution software at the same time as theSymantec
Management Platform, or you can install it any time thereafter.
This installation is a step in the process for installing ServiceDesk.
See “Installing a Symantec Management Platform product and ServiceDesk for
the first time” on page 37.
See “Installing ServiceDesk 7.0 on an existing installation of the Symantec
Management Platform” on page 39.
See “Upgrading to the Symantec Management Platformand ServiceDesk 7.0 from
Altiris 6.x” on page 41.
See “Installing an upgrade to the ServiceDesk application software” on page 67.
Installing ServiceDesk
About installing the ServiceDesk solution software on the Notification Server computer
58
Installing the ServiceDesk application software
The ServiceDesk application software incorporates all the Symantec Workflow
technologies that manage service tickets, provide reporting capabilities, and
integrate with other Symantec products.
The ServiceDesk application software is installed on the ServiceDesk server
computer. It cannot be installed on the same computer as Helpdesk Solution.
This installation is a step in the process for installing ServiceDesk.
See “Installing a Symantec Management Platform product and ServiceDesk for
the first time” on page 37.
See “Installing ServiceDesk 7.0 on an existing installation of the Symantec
Management Platform” on page 39.
See “Upgrading to the Symantec Management Platformand ServiceDesk 7.0 from
Altiris 6.x” on page 41.
Before you begin, ensure that the following prerequisites are met:
■ The ServiceDesk solution software is installed on the Notification Server
computer.
See “About installing the ServiceDesk solution software on the Notification
Server computer” on page 58.
■ The ServiceDesk server, theSQL server,and theServiceDesk clientcomputers
are configured.
See “Server requirements for the ServiceDesk installation” on page 45.
■ The information that you need for the installation is available.
See “Information to collect for the ServiceDesk installation” on page 54.
Table 5-1
Process for installing the ServiceDesk application software
DescriptionActionStep
During the ServiceDesk installation and initial configuration, you
must enter certain information about your environment and the type
of installation that you plan to perform.
See “Information to collect for the ServiceDesk installation”
on page 54.
Collect the information that
you needfor theServiceDesk
installation and initial
configuration.
Step 1
In the Symantec Management Console, you can access a page that
lets youdownload the ServiceDesk installation file. Download this file
to any computer on which you plan to install the ServiceDesk
application software or Workflow Designer.
See “Downloading the ServiceDesk installation file” on page 60.
Download the ServiceDesk
installation file.
Step 2
59Installing ServiceDesk
Installing the ServiceDesk application software
Table 5-1
Process for installing the ServiceDesk application software
(continued)
DescriptionActionStep
Run the ServiceDesk installation file that you downloaded, which
opens the ServiceDesk Setup wizard.
See “Installing the ServiceDesk application software on the
ServiceDesk server computer” on page 61.
Install the ServiceDesk
application software.
Step 3
When the installation segment of the ServiceDesk Setup wizard
finishes, theconfiguration segment starts. This segment of the wizard
lets you configure the settings for installing ServiceDesk and its
databases.
See “Configuring the ServiceDesk application software during
installation” on page 88.
Configure the initial
ServiceDesk settings.
Step 4
Downloading the ServiceDesk installation file
The installation of the ServiceDesk solution software on the Symantec
Management Platformincludes the ServiceDesk installation file. You use the same
installation fileto install both the ServiceDesk application softwareand Workflow
Designer.
In the Symantec Management Console, you can access a page that lets you
download the ServiceDesk installation file. Download this file to any computer
on which you plan to install the ServiceDesk application software or Workflow
Designer.
This task is a step in the process for installing the ServiceDesk application
software.
See “Installing the ServiceDesk application software” on page 59.
Before you begin, ensure that the ServiceDesk solution software is installed on
the Notification Server computer.
See “Aboutinstalling the ServiceDesk solution software on theNotification Server
computer” on page 58.
To download the ServiceDesk installation file
1
In theSymantec Management Console, on the Settings menu, click Settings
> All Settings.
2
In the left pane, click Service and Asset Management > ServiceDesk >
ServiceDesk.
Installing ServiceDesk
Downloading the ServiceDesk installation file
60
3
On the ServiceDesk Solution Console page, under Download ServiceDesk
Installer, click the Altiris.ServiceDesk.2009.exe link.
4
In the File Download - Security Warning dialog box, specify the location to
download the file to, and then click OK.
5
When thedownload finishes, you can close the ServiceDesk Solution Console
page.
Installing the ServiceDesk application software on
the ServiceDesk server computer
The ServiceDesk Setup wizard guides you through the installation of the
ServiceDesk application software on the ServiceDesk server computer. It installs
the ServiceDesk application software,creates theProcess Manager,Analysis, and
Workflow databases, and configures the settings for connecting to the databases.
This task is a step in the process for installing ServiceDesk.
See “Installing the ServiceDesk application software” on page 59.
Before you begin, ensure that you meet the following prerequisites:
■ The information that you need for the installation is available.
See “Information to collect for the ServiceDesk installation” on page 54.
■ The ServiceDesk installation file is available on the ServiceDesk server
computer.
See “Downloading the ServiceDesk installation file” on page 60.
You can install Workflow Designer at the same time and on the same computer
as ServiceDesk. However, Workflow Designer is typically installed on a client
computer instead of the ServiceDesk server computer. This procedure assumes
that you plan to install Workflow Designer separately.
See “Installing Workflow Designer on a client computer” on page 64.
To install the ServiceDesk application software
1
On theServiceDesk server computer, in the location to which you downloaded
the installation file, double-click the following shortcut:
Altiris.ServiceDesk.2009.exe
2
If a message tells you that the server does not meet all the requirements,
close the installation and install the missing item or items.
3
On theLicense Agreement page, review the license agreement,and then click
I Agree.
61Installing ServiceDesk
Installing the ServiceDesk application software on the ServiceDesk server computer
4
On the Maintenance page, click New Install.
See “Maintenance page” on page 68.
5
On the Server Roles page, specify the following information:
■ The roles to grant to the server on which you perform this installation
The roles that you select determine the pages that appear during the
installation.
■ Whether to configureadvanced settingsduring the installation or use the
defaults
When you choose to configure the advanced settings, additional pages
appear in the ServiceDeskSetup wizard. If you do not choose this option,
the default settings are used in those instances. These advanced settings
pages are indicated in this procedure.
■ Whether to import theinstallation settings froman XML settingsfile that
was created during a previous installation.
Typically, youuse this settings file for support purposes or when you need
to reinstallServiceDesk. If you select this option, the saved settings appear
on the ServiceDesk Setup wizard pages as you step through the
installation.
See “Server Roles page” on page 70.
When you complete this page, click Next.
6
If the IIS Restart Confirmation page appears, click Next to restart IIS
(Internet Information Services).
This IIS restart is required if you are prompted to perform it.
Warning: Any sessions that are currently running are lost when IIS restarts.
7
Step through the wizard pages and on each one, enter the appropriate
information, and then click Next, as follows:
■ Install Location page
(Advanced Settings only) Specify the ServiceDesk installation folder and
the Start menu folder for the ServiceDesk shortcuts.
See “Install Location page” on page 72.
■ Server Configuration page
Specify the Web site and URL to use for connecting to the ServiceDesk
server computer. Also decide whether to run the Task Tray Application
after the installation.
See “Server Configuration page” on page 73.
Installing ServiceDesk
Installing the ServiceDesk application software on the ServiceDesk server computer
62
■ Notification Server Credentials page
Specify the Symantec Management Platform computer that ServiceDesk
accesses and the user credentials for accessing the server.
The credentials must be for a user who has administrative rights.
See “Notification Server Credentials page” on page 74.
■ Database Connection page
Configure the settings for creating the Process Manager database.
This database must reside on the SQL server.
See “Database Connection page” on page 75.
■ Database Configuration page
Specify whether to create a new Process Manager database or update an
existing one.
See “Database Configuration page” on page 76.
■ Database Replication page
(Advanced Settingsonly) Specifywhether to replicate the Process Manager
database.
You can replicate the data for archiving purposes or for historical data
reporting.
See “Database Replication page” on page 77.
■ System Accounts Access page
(Advanced Settings only) Specify which accounts on your system are
granted access to the Process Manager database.
These accounts are used to run queries on the database.
If you install ServiceDesk in a dual-serverenvironment and you grant the
ASPNET account access to the Process Manager database, the installation
fails. If this installation is for a dual-server environment, be sure to
uncheck the ASPNET check box.
See “System Accounts Access page” on page 78.
■ Process Manager Configuration page
(Advanced Settingsonly) Specify the name of the Process Managervirtual
directory and other preferences.
See “Process Manager Configuration page” on page 78.
■ Process Manager Authentication page
Define the ServiceDesk administrator’s credentials and the method for
authenticating the users who log on to ServiceDesk.
See “Process Manager Authentication page” on page 79.
■ Workflow Persistence page
63Installing ServiceDesk
Installing the ServiceDesk application software on the ServiceDesk server computer
(Advanced Settings only) Specify where to store workflow details such as
task assignments and deadlines.
See “Workflow Persistence page” on page 83.
■ Symbus ORM Settings page
(Advanced Settingsonly) Configure the settings that specify how toenable
communications betweenthe ProcessManager databaseand the workflow
details.
The workflowdetails include data such as task assignments and deadlines.
See “Symbus ORM page” on page 83.
■ System Check page
Review the results of the system checks that the ServiceDesk installation
performs. You can view descriptions of any warnings and failures and you
can also save those descriptions to a log file.
See “System Check page” on page 85.
8
On the Ready to Install page, review all the installation settings that you
entered, and then take one of the following actions:
Click Install.If the settings are
correct
Click Back to back up through the setup wizard and change
them.
If anyof the settings are
not correct
9
On the Installing page, you can view the installation’s status.
To see the installation status in detail, click Details.
10
When the installation finishes, on the Installing page, click Next to start the
configuration segment of the wizard.
See “Configuring the ServiceDesk application software during installation”
on page 88.
Installing Workflow Designer on a client computer
You can install Workflow Designer at the same time and on the same computer
as ServiceDesk. However, Workflow Designer is typically installed on a client
computer instead of the ServiceDesk server computer. This procedure helps you
install Workflow Designer separately.
This task is an optional step in the process for installing ServiceDesk.
Installing ServiceDesk
Installing Workflow Designer on a client computer
64
See “Installing the ServiceDesk application software on the ServiceDesk server
computer” on page 61.
To install Workflow Designer on a client computer
1
On the client computer, double-click the following shortcut:
Altiris.ServiceDesk.2009.exe
2
On the License Agreement page, review the license agreement , and then
click I Agree.
3
On the Maintenance page, click New Install.
See “Maintenance page” on page 68.
4
On the Server Roles page, specify the following required information:
■ Workflow Server
See “About Workflow Server” on page 29.
■ Workflow Designer
See “Server Roles page” on page 70.
5
(Optional) On the Server Roles page, select any of the following options:
(Optional) Lets you configure advanced settings by
displaying additional pages during the installation.
Otherwise, default settings are used.
Show Advanced
Settings During
Installation
(Optional) Opens the Open dialog box, in which you can
select a saved settings file to use predefined installation
settings.
Typically, you use this settings file for support purposes or
when you need to reinstall Workflow Solution. If you select
this option, the saved settings appear on the ServiceDesk
Setup wizard pages as you step through the installation.
Use Settings File
When you complete the Server Roles page, click Next.
6
Step through the wizard pages and on each one, enter the appropriate
information, and then click Next, as follows:
■ Install Location page
(Advanced Settings only) Specify the Workflow Designer installation
folder and the Start menu folder for the Workflow Designer shortcuts.
See “Install Location page” on page 72.
■ Server Configuration page
65Installing ServiceDesk
Installing Workflow Designer on a client computer
Specify the Web site and URL to use for connecting to the ServiceDesk
server computer. Also decide whether to run the Task Tray Application
after the installation.
See “Server Configuration page” on page 73.
■ Workflow Designer Tasks page
(Advanced Settings only) Configure the settings.
See “Workflow Designer Tasks page” on page 73.
■ Notification Server Credentials page
Specify the Symantec Management Platform computer that ServiceDesk
accesses and the user credentials for accessing the server.
See “Notification Server Credentials page” on page 74.
■ Workflow Persistence page
(Advanced Settings only) Specify where to store workflow details such as
task assignments and deadlines.
See “Workflow Persistence page” on page 83.
■ Symbus ORM Settings page
(Advanced Settingsonly) Configure the settings that specify how toenable
communications betweenthe ProcessManager databaseand the workflow
details.
The workflowdetails include data such as task assignments and deadlines.
See “Symbus ORM page” on page 83.
■ System Check page
Review the results of the system checks that the ServiceDesk installation
performs. You can view descriptions of any warnings and failures and you
can also save those descriptions to a log file.
See “System Check page” on page 85.
7
On the Ready to Install page, review all the installation settings that you
entered, and then take one of the following actions:
Click Install.If the settings are
correct
Click Back to back up through the setup wizard and change
them.
If anyof the settings are
not correct
8
On the Installing page, you can view the installation’s status.
To see the installation status in detail, click Details.
9
When the installation finishes, you can click Finish to close the installation.
Installing ServiceDesk
Installing Workflow Designer on a client computer
66
Installing an upgrade to the ServiceDesk application
software
When aServiceDesk upgrade is available, you can use theServiceDesk installation
file to upgrade the ServiceDesk application software or Workflow Designer.
If Workflow Designer is installed on the same computer as ServiceDesk, you can
update both products at the same time. If Workflow Designer is installed on a
different computer, you can use this procedure to upgrade it on that computer.
The ServiceDesk Setup wizard scans the computer to determine the existing
ServiceDesk settingsand it maintains those settings through the upgradeprocess.
The wizard does not display the settings pages by default. However, if you want
to change any settings, when you reach the Ready to Install page, you can back
up through the settings pages. You can change any of the existing settings except
those that appear on the Server Roles page.
During the upgrade,the ServiceDeskSetup wizarddisplays theworkflow projects
that were updated for the new release. You can select the projects to update.
If your organization modified any of the projects that are listed, you have the
following options:
■ Leave the project’s check box unchecked and do not update your modified
project.
■ Select the check box and overwrite your modified project with the updated
version.
If you have a backup of your modified project, you can revert to it if necessary.
This task is a step in the process for upgrading ServiceDesk.
See “Upgrading the ServiceDesk application software” on page 44.
Before you begin, ensure that you meet the following prerequisites:
■ Any workflow projects that your organization customized are backed up.
■ Symantec ManagementPlatform 7.0 SP3 is installed on the Notification Server
computer.
■ The ServiceDesk installation file is available on the ServiceDesk server
computer.
See “Downloading the ServiceDesk installation file” on page 60.
67Installing ServiceDesk
Installing an upgrade to the ServiceDesk application software
To install an upgrade to the ServiceDesk application software
1
On theServiceDesk server computer, in the location to which you downloaded
the installation file, double-click the following shortcut:
Altiris.ServiceDesk.2009.exe
2
If a message tells you that the server does not meet all the requirements,
close the installation and install the missing item or items.
3
On the License Agreement page, review the license agreement , and then
click I Agree.
4
On the Maintenance page, click Upgrade, and then click Next.
See “Maintenance page” on page 68.
5
On the Upgrade Projects page, select the check box next to each Workflow
project to upgrade, and then click Next.
This page lists all the Workflow projects that have been updated for the new
release. The projects that you select replace the corresponding projects that
you haveinstalled, including any projects that your organizationcustomized.
6
On the Ready to Install page, review all the installation settings, and then
take one of the following actions:
Click Install.If the settings are
correct
Click Prev to back up through the wizard and change them.
You can change any of the existing settings except those
that appear on the Server Roles page.
If anyof the settings are
not correct
7
On the Installing page, you can view the installation’s status.
To see the installation status in detail, click Details.
8
When the installation finishes, you can click Next to close the installation.
Maintenance page
This page lets you specify the type of ServiceDesk installation to perform and the
level of settings that you configure. This page appears during the ServiceDesk
installation.
See “Installing the ServiceDesk application software on the ServiceDesk server
computer” on page 61.
Installing ServiceDesk
Maintenance page
68
Table 5-2
Options on the Maintenance page
DescriptionOption
Performs a complete, new installation.
See “Installing a Symantec Management Platform product and ServiceDesk for the first
time” on page 37.
New Install
Upgrades the existing instance of the ServiceDesk application software or Workflow
Designer to a new version.
See “Installing an upgrade to the ServiceDesk application software” on page 67.
Upgrade
Uninstalls the ServiceDesk application software or Workflow Designer. For example, you
might wantto movethe ServiceDeskapplication software to a different ServiceDesk server
computer.
This procedureuninstalls theServiceDesk applicationsoftware andthe WorkflowDesigner
software only. It does not uninstall any of the ServiceDesk databases.
The ability to uninstall ServiceDesk is available in ServiceDesk 7.0 MR1 or later.
See “Uninstalling ServiceDesk from the ServiceDesk server computer” on page 106.
Uninstall
Lets youimport the installation settings from an XMLsettings filethat was created during
a previous installation.
When you select this option, the Open dialog box opens, in which you can select a saved
settings file.
The settings file is created during a ServiceDesk installation, on the System Check page.
It contains all the settings that were used for the installation.
Typically, you use this settings file for support purposes or when you need to reinstall
ServiceDesk. Ifyou selectthis option,the savedsettings appear on the ServiceDeskSetup
wizard pages as you step through the installation.
This option does not apply to upgrades or uninstalls.
Use Settings File
69Installing ServiceDesk
Maintenance page
Table 5-2
Options on the Maintenance page (continued)
DescriptionOption
Lets youconfigure advancedsettings bydisplaying additionalpages during the installation.
If you do not choose this option, the default settings are used in those instances.
When you select this option, the following pages and settings appear:
■ Install Location
See “Install Location page” on page 72.
■ Workflow Designer Tasks
See “Workflow Designer Tasks page” on page 73.
■ Database Replication
See “Database Replication page” on page 77.
■ System Accounts Access
See “System Accounts Access page” on page 78.
■ Process Manager Configuration
See “Process Manager Configuration page” on page 78.
■ Workflow Persistence
See “Workflow Persistence page” on page 83.
■ Symbus ORM
See “Symbus ORM page” on page 83.
This option does not apply to upgrades or uninstalls.
Show Advanced
Settings During
Installation
Server Roles page
This page lets you specify the items to include and the settings to use when you
install ServiceDesk. This page appears during the ServiceDesk installation.
See “Installing the ServiceDesk application software on the ServiceDesk server
computer” on page 61.
The roles that you select determine the pages that appear during the remainder
of the installation.
Installing ServiceDesk
Server Roles page
70
Table 5-3
Options on the Server Roles page
DescriptionOption
Installs Workflow Server.
The Workflow Server software is the server-side software that includes the workflow
extensions that are required to run the core workflow processes. These extensions must
run on the server to which the workflows have been deployed, which is the ServiceDesk
server computer.
Workflow Server is required for a ServiceDesk installation, and recommended for a
Workflow Designer installation.
See “About Workflow Server” on page 29.
Workflow Server
Enables the timeouts and escalations of tickets in the ServiceDesk portal.
This option does not apply to Workflow Designer.
Background
Processing
Installs Workflow Designer.
Workflow Designer is typically installed on a client computer rather than on the
ServiceDesk server computer. When you install Workflow Designer only, uncheck all the
other roles.
See “Installing Workflow Designer on a client computer” on page 64.
See “About Workflow Designer” on page 28.
Workflow Designer
Lets you specify which of the core ServiceDesk processes to install as follows:
■ Incident Management
Provides a process for submitting and resolving incidents. Lets the users submit
incidents and lets the Support workers respond to and resolve the incidents.
■ Change Management
Standardizes the methods and procedures for handling changes in the organization
to minimize the effect of those changes on service.
■ Problem Management
Minimizes the effects of incidents and problems by letting you track and diagnose
problems and publish known errors to help with future resolutions.
■ Release Management
Lets you manage the changes in your organization so that you can reduce or avoid the
problems and conflicts that are associated with the changes. Release Management
deals with significant changes to the IT infrastructure of an organization through new
configuration items or planned upgrades to existing items.
For more information, see thetopics about these processes in the ServiceDesk User Guide.
ServiceDesk ITIL Core
Lets you set up the Process Manager (ServiceDesk) database. The database is required for
the ServiceDesk installation.
See “Components of ServiceDesk” on page 17.
ServiceDesk Portal
Database
71Installing ServiceDesk
Server Roles page
Table 5-3
Options on the Server Roles page (continued)
DescriptionOption
Lets you install the ServiceDesk portal, which is the interface for using ServiceDesk. The
portal and the portal core are required for the ServiceDesk installation.
See “About the ServiceDesk portal” on page 145.
ServiceDesk Portal
ServiceDesk Portal
Core
Install Location page
This page lets you specify the ServiceDesk installation folder and the Start menu
folder for the ServiceDesk shortcuts. This page appears during the ServiceDesk
installation but only if you clicked the Show Advanced Settings During
Installation option on the Server Roles page.
See “Installing the ServiceDesk application software on the ServiceDesk server
computer” on page 61.
Table 5-4
Options on the Install Location page
DescriptionOption
Specifies where to install ServiceDesk or Workflow Designer.
You can leave the default or type a new folder name.
The default installation folders are as follows:
■ drive:\program files
folder\Altiris\ServiceDesk7
■ drive:\program files folder\Altiris\Workflow
Designer
Install Location
Determines whether shortcuts for ServiceDesk are installed on
the Start menu on the ServiceDesk server computer.
The options are as follows:
■ You can select or type the folder name in the Start menu in
which to create the ServiceDesk shortcuts.
Most organizations use this option.
■ You can check Do not create shortcuts.
This option is used in rare cases only.
The setting for placing shortcuts on the Desktop or the Quick
Launch toolbar are configured on the Process Manager
Configuration page.
See “Process Manager Configuration page” on page 78.
Start Menu Folder
Installing ServiceDesk
Install Location page
72
Server Configuration page
This pagelets you configure information for connecting tothe ServiceDesk server
computer. This page appears during the ServiceDesk installation.
See “Installing the ServiceDesk application software on the ServiceDesk server
computer” on page 61.
Table 5-5
Options on the Server Configuration page
DescriptionOption
Lets you specify the Web site from which users can access the
ServiceDesk portal.You must use the Web site name as it is listed
in IIS.
The drop-down list contains the Web sites that are available in
IIS.
Warning: Do not add a backslash at the end of the Web site name.
The installation process adds the backslash automatically so if
you add one too, the address contains two backslashes, and
becomes invalid.
Web Site
Lets you specify the IP address or the domain name of the
ServiceDesk server computer.
If you type this information, be sure that it is resolvable.
The base URL lets the server calculate the links that are used
throughout ServiceDesk.
Base URL
Runs the Task Tray Application when the installation finishes.
This application runs in the task tray and provides access to the
shortcuts thatlet youadminister andtroubleshoot theWorkflow
Designer and ServiceDesk installations.
Run when installation
completes
Workflow Designer Tasks page
Lets you configure Workflow Designer settings when you install Workflow
Designer.
This page appears during the ServiceDesk installation but only if you clicked the
WorkflowDesigner option and the ShowAdvancedSettings During Installation
option on the Server Roles page.
See “Installing the ServiceDesk application software on the ServiceDesk server
computer” on page 61.
73Installing ServiceDesk
Server Configuration page
Table 5-6
Options on the Workflow Designer Tasks page
DescriptionOption
Places the shortcut to the Workflow Designer program on the
Desktop ofthe computeron whichyou install Workflow Designer.
Desktop
Places the shortcut to the Workflow Designer program on the
Quick Launch toolbar of the computer on which you install
Workflow Designer.
Quick Launch
Starts Workflow Designer.Run when installation
completes
Lets you use the Tool Preferences and retain the workflow
projects from an earlier version of Workflow Designer when you
upgrade to Workflow Designer 7.0.
Use Old Tool
Preferences
Notification Server Credentials page
This page lets you identify the Notification Server computer that ServiceDesk
accesses. This page appears during the ServiceDesk installation.
See “Installing the ServiceDesk application software on the ServiceDesk server
computer” on page 61.
Notification Serveris partof the Symantec Management Platform. The Notification
Server computer is the server on which the Symantec Management Platform is
installed.
Table 5-7
Options on the Notification Server Credentials page
DescriptionOption
Lets you specify the name of the Notification Server computer.
If yourorganization usesmultiple NotificationServer computers,
be sure to specify the main Notification Server computer that
contains all your asset and CMDB configurations.
Name of the
Notification Server
computer
Lets you specify the domain to which the Notification Server
computer belongs.
You can leave this box blank.
Domain
Lets you enter the credentials that the ServiceDesk server
computer can use to interact with the Notification Server
computer. The credentials must be for a user who has
administrative rights.
User name
Password
Installing ServiceDesk
Notification Server Credentials page
74
Table 5-7
Options on the Notification Server Credentials page (continued)
DescriptionOption
Lets you use the HTTPS protocol to connect to the Notification
Server computer.
Use HTTPS
Database Connection page
This page lets you configure the settings for creating the Process Manager
database. This page appears during the ServiceDesk installation.
See “Installing the ServiceDesk application software on the ServiceDesk server
computer” on page 61.
The ProcessManager database stores the Process Manager details such asgroups,
users, and permissions.
Table 5-8
Options on the Database Connection page
DescriptionOption
Lets you type the IP address or the domain name of the computer on which to install the
Process Manager database.
This database must reside on the SQL Server computer.
Data Source
Lets you name the Process Manager database. The default name is Ensemble.Data Base
Lets you specify the authentication method for ServiceDesk to connect to the Process
Manager database.
The options are as follows:
■ Windows Integrated Security
Lets you use a domain account, which is the most common authentication method.
If you installed SQL Server on its own server, you must select this option. Due to a
limitation in Analysis Services, Windows authentication is required for the database
reporting to work in an off-box SQL configuration.
■ MS SQL Server Security
Lets you use a SQL account. Because the SQL account exists only on the database, this
method authenticates only the users who have accounts on the designated domain.
When you click this option, you can type a valid User ID and Password.
If you plan to use this authentication method, the target database server must be
configured to support SQL authentication.
Connect using
75Installing ServiceDesk
Database Connection page
Table 5-8
Options on the Database Connection page (continued)
DescriptionOption
Lets you validate the connection information that you specified.
If the test fails, check the authentication settings first. They are the most common cause
of connection failures.
Test
Database Configuration page
This page lets you create a new Process Manager database or update an existing
one. This page appears during the ServiceDesk installation but only if you clicked
the Show Advanced Settings During Installation option on the Server Roles
page.
See “Installing the ServiceDesk application software on the ServiceDesk server
computer” on page 61.
You might update an existing database if you have installed Workflow Solution,
which also uses the Process Manager database. Because ServiceDesk expands the
Process Manager database, you need to update the existing database.
The ProcessManager database stores the Process Manager details such asgroups,
users, and permissions.
Table 5-9
Options on the Database Configuration page
DescriptionOption
(Read-only) This information is obtained from your entries on
the Database Connection page. It represents the computer on
which to install the Process Manager database.
See “Database Connection page” on page 75.
Server
Name
Lets you install a new database during an installation or update
an existing database. If the installation detects an existing
database, then the update option is selected by default.
You might have an existing database from a previous version of
ServiceDesk or from another product that installed the Process
Manager database.
Install New Database
Update Existing
Database
Installing ServiceDesk
Database Configuration page
76
Database Replication page
This page lets you configure and create a database that replicates certain data
from the Process Manager database. You can replicate the data for archiving
purposes or for historical data reporting.
See “About replicating the Process Manager database” on page 138.
This page appears during the ServiceDesk installation but only if you clicked the
Show Advanced Settings During Installation option on the Server Roles page.
See “Installing the ServiceDesk application software on the ServiceDesk server
computer” on page 61.
Table 5-10
Options on the Database Replication page
DescriptionOption
Creates a replication database and enables the configuration options on this page.Install Replication
Database
Lets you type the IP address or the domain name of the computer on which to install the
replication database.
Typically, thereplication databaseresides onthe same SQL Server computer as the Process
Manager database.
Data Source
Lets you name the replication database. The default name is EnsembleReplication.Data Base
Lets you specify the authentication method for ServiceDesk to connect to the replication
database.
The options are as follows:
■ Windows Integrated Security
Lets you use a domain account, which is the most common authentication method.
If you installed SQL Server on its own server, you must select this option. Due to a
limitation in Analysis Services, Windows authentication is required for the database
reporting to work in an off-box SQL configuration.
■ MS SQL Server Security
Lets you use a SQL account. Because the SQL account exists only on the database, this
method authenticates only the users who have accounts on the designated domain.
When you click this option, you can type a valid User ID and Password.
If you plan to use this authentication method, the target database server must be
configured to support SQL authentication.
Connect using
77Installing ServiceDesk
Database Replication page
System Accounts Access page
This page lets you specify which accounts on your system are granted access to
the Process Manager database. These accounts are used to run queries on the
database. This page appears during the ServiceDesk installation but only if you
clicked the Show Advanced Settings During Installation option on the Server
Roles page.
See “Installing the ServiceDesk application software on the ServiceDesk server
computer” on page 61.
Table 5-11
Options on the System Accounts Access page
DescriptionOption
Lets youcheck oruncheck any of the accounts that are listed
in the box. The accounts that are listed by default are those
that are found on any Windows installation, and might
include the ASPNET account.
Warning: A technical limitation of the ASPNET account
causes the installation of ServiceDesk in a dual-server
environment to fail. If you install ServiceDesk in a
dual-server environment, be sure to uncheck the ASPNET
check box.
Specify which accounts on
your system should be
granted access to database
Lets you add the accounts that are specific to your
environment, either in addition to or instead of the default
accounts.
You can type an account and click Add to add it to the list.
Specify additional account
if needed and press "Add"
Process Manager Configuration page
This page lets you specify the name of the ProcessManager virtualdirectory. This
page appearsduring the ServiceDesk installation but only if youclicked the Show
Advanced Settings During Installation option on the Server Roles page.
See “Installing the ServiceDesk application software on the ServiceDesk server
computer” on page 61.
Installing ServiceDesk
System Accounts Access page
78
Table 5-12
Options on the Process Manager Configuration page
DescriptionOption
Lets you specify the name of the Process Manager virtual
directory. The default name is ProcessManager. Most users
choose to use the default name.
This directoryname formsthe lastpart ofthe URLthrough which
ServiceDesk is accessed.
Virtual Directory
Installs theServiceDesk shortcutsin anyof thefollowing places:
■ Desktop
■ Quick Launch
Shortcuts
Sends an email message to new users when theyare added to the
ServiceDesk portal.
If you check this option, it can result in a significant number of
emails when ServiceDesk is initially installed.
UserWelcomeMessage
Process Manager Authentication page
This page lets you select the method for adding and authenticating the users who
log on to the ServiceDesk portal. This page appears during the ServiceDesk
installation.
See “Installing the ServiceDesk application software on the ServiceDesk server
computer” on page 61.
Your organization can use native authentication or Active Directory (AD)
authentication.
See “About ServiceDesk authentication” on page 143.
Table 5-13
Options on the Process Manager Authentication page
DescriptionOption
Lets you specify the credentials for the ServiceDesk administrator account. The
administrator account is used to set up and manage groups, users, permissions, and other
settings in the ServiceDesk portal.
The account that you specify is created during the installation so that it is available for
the administrator who first logs on to ServiceDesk. If you prefer not to create the
administrator account now, you can accept the default credentials.
User ID
Password
Retype Password
79Installing ServiceDesk
Process Manager Authentication page
Table 5-13
Options on the Process Manager Authentication page (continued)
DescriptionOption
Uses the credentials and user accounts that are created within the Process Manager
database.
Although this option does not import Active Directory users, you can perform an import
through the ServiceDesk portal later.
Native authentication
Imports theActive Directory users to ServiceDesk during the installation, and checks their
credentials against an Active Directory server.
If you click this option, additional settings appear. These settings let you provide
authentication detailsand connectto your entire Active Directory or to one or more specific
organization units.
See “Active Directory Server dialog box” on page 80.
See “Active Directory Container dialog box” on page 82.
When you select Active Directory authentication, the ServiceDesk Groups page appears
during the configuration segment of the ServiceDesk Setup wizard. The ServiceDesk
Groups page lets you map the group names in Active Directory to the group names in
ServiceDesk.
See “ServiceDesk Groups page” on page 99.
Active Directory
authentication
Lets you specify one or more Active Directory servers from which to import users and
authenticate user credentials. You can click Add to specify a server.
See “Active Directory Server dialog box” on page 80.
Warning: If you specify multiple AD servers, and two AD administrators have the same
email address, the ServiceDesk installation fails. This issue applies only when the
administrators have different user names but the same email address. To avoid this issue,
you can change the credentials that are used in one of the domains
Active Directory
Servers
After the installation, you can change the authentication method in the portal
master settings.
Active Directory Server dialog box
This dialog box lets you configure the settings for connecting to your Active
Directory (AD) server. ServiceDesk can use Active Directory to import and
authenticate the users who log on to ServiceDesk. This dialog box appears during
the ServiceDeskinstallation when you click the ActiveDirectory Authentication
option on the Process Manager Authentication page.
See “Process Manager Authentication page” on page 79.
Installing ServiceDesk
Active Directory Server dialog box
80
Table 5-14
Options in the Active Directory Server dialog box
DescriptionOption
Lets you type the NETBIOS domain name of your Active Directory. The correct format is
as follows:
MyDom
Do not use the fully qualified domain name unless it is necessary. For example, your
organization might not allow NETBIOS in your network. If you use the fully qualified
domain name, the option to create a ServiceDesk user account automatically does not
work.
The format for the fully qualified domain name is as follows:
MyDomain.com
AD Server Domain
Lets you specify an email address for the users that you obtain from Active Directory. Use
the following format:
domain.com
ServiceDesk requires that all users have an email address, but Active Directory does not.
This domainis appended to the user name ofany userwho does not have an email address.
Email Domain Name
Lets you have a ServiceDesk user account created automatically upon a new user’s logon.
A new user who logs on to ServiceDesk is authenticated against the Process Manager
database. If the user does not have an account there, and this check box is checked, the
user is authenticated against Active Directory. Ifthe user has an ActiveDirectory account,
a mirror account is created in the Process Manager database.
Auto Create Users on
Initial Login
Lets you select the group that users are added to when their accounts are created
automatically.
The All Users group is the most typical selection.
This option is available when the following check box is checked: Auto Create User on
Initial Login.
Default User Groups
Lets you dynamically assign the time zone when a ServiceDesk user is added or
synchronized with Active Directory. The time zone is based on the Active Directory time
zone.
You canedit thetime zonefor individual users from the user account management options
on the Admin menu.
Dynamically Select
TimeZone
Lets you select the time zone in which the Active Directory server resides.AD Server TimeZone
81Installing ServiceDesk
Active Directory Server dialog box
Table 5-14
Options in the Active Directory Server dialog box (continued)
DescriptionOption
Lets you specify the credentials of the account that can connect to the Active Directory
and retrieve user and group information. You can specify any user in your domain whose
privileges are high enough to retrieve users and groups from Active Directory.
In User Name, type only the user’s nameand donot include the domain name.The domain
name that you specified in this dialog box is appended automatically.
Correct format: name
Incorrect format: name@domain.com or domain\name
User Name
Password
After the installation, you can edit the Active Directory settings in the following
places in the ServiceDesk portal:
Lets you change the authentication method and configure the
AD synchronization with the Process Manager database.
These settings appear in the ServiceDesk portal master settings.
Process Manager
Active Directory
Settings
Lets you connect to a new Active Directory server or edit the
settings for an existing one.
This page is accessed from the Admin menu.
See “About managing Active Directory servers in ServiceDesk”
on page 176.
AD Servers page
Active Directory Container dialog box
This dialog box lets you connect ServiceDesk with your entire Active Directory
(AD) domain or with one or more specific organizational units. This dialog box
appears during the ServiceDesk installation after you select Active Directory
authentication on the Process Manager Authentication page.
See “Process Manager Authentication page” on page 79.
Table 5-15
Options in the Active Directory Container dialog box
DescriptionOption
Connects ServiceDesk with your entire Active Directory.Entire Domain
Connects ServiceDesk with one or more Active Directory
organization units, which you select from the tree view that
appears in this dialog box.
Organization Units
Installing ServiceDesk
Active Directory Container dialog box
82
Workflow Persistence page
This page lets you specify where to store the data that is associated with the
workflow detailssuch as task assignments and deadlines. This page appears during
the ServiceDesk installation but only if you clicked the Show Advanced Settings
During Installation option on the Server Roles page.
See “Installing the ServiceDesk application software on the ServiceDesk server
computer” on page 61.
Table 5-16
Options on the Workflow Persistence page
DescriptionOption
Lets you specify where to store the workflow details.
The options are as follows:
■ Based on Exchange
The data is stored on the ServiceDesk server’s hard drive. This method is less secure
than the SQL Server-based storage.
■ Based on SQL Server Database
The data is stored on a SQL server. We recommend that you select this option.
When you click this option, additional SQL options become available.
Workflow Persistence
Lets youselect theSQL server on which to store the workflow details. These settings appear
if you choose to use SQL Server-based storage.
The options are as follows:
■ Use Process Manager Settings
Uses the same SQL server as the Process Manager database.
We recommend that you select this option.
■ Custom Settings
Lets you store the workflow details in a separate database and specify the connection
to the SQL server on which the database resides. If you choose to use a separate
database, you must configure it outside of the ServiceDesk installation.
This option is used in rare cases only.
Typically, you choose the same settings on the Symbus ORM Settings page.
See “Symbus ORM page” on page 83.
Database Connection
Symbus ORM page
This page lets you specify how to enable communications between the Process
Manager database and the workflow details. The workflow details include data
such astask assignments and deadlines. This page appears during the ServiceDesk
83Installing ServiceDesk
Workflow Persistence page
installation but only if you clicked the Show Advanced Settings During
Installation option on the Server Roles page.
See “Installing the ServiceDesk application software on the ServiceDesk server
computer” on page 61.
The Symbus Object Relational Mapper (ORM) provides an exchange for the data
that is passed between the key ServiceDesk processes and the Process Manager
database. The ORM runs in the background when you use ServiceDesk.
The ORM performs the following functions:
■ Controls how the process data is stored in the database.
■ Allows for the real-time, dynamic reflection of the data in the database as you
enter it in ServiceDesk.
Typically, youselect the same settings here as onthe WorkflowPersistence page.
See “Workflow Persistence page” on page 83.
Table 5-17
Options on the Symbus ORM page
DescriptionOption
Does not store the process data and does not connect the Object Relational Mapper.
Warning: We recommend that you select a different option
The processesthat requiremultiple user interactions can work only if you store the process
data. For example, ServiceDesk assigns tasks based on a stored task ID. If you do not store
that ID, no one can retrieve the task details.
In rare, advanced installations, you might select this option to split the load on the server
for scalability purposes.
No Setup
Stores the process data. Also uses the Process Manager settings to connect the Object
Relational Mapperusing thesame SQLserver as the Process Manager database. The Process
Manager settings are the ones that you specified on the Workflow Persistence page, in
SQL Server Settings.
We recommend that you use these settings.
See “Workflow Persistence page” on page 83.
Use Process Manager
Settings
Lets you store the process data in a separate database and specify the connection to the
SQL server on which the database resides. If you choose to use a separate database, you
must configure it outside of the ServiceDesk installation.
This option is used in rare cases only.
Custom Settings
Lets you validate the connection information that you specified.
This option is available only when you choose to use custom settings.
Test Connection
Installing ServiceDesk
Symbus ORM page
84
System Check page
This page displays the results of the system checks that the ServiceDesk
installation performs to ensure that you meet all the installation requirements.
This page appears during the ServiceDesk installation.
See “Installing the ServiceDesk application software on the ServiceDesk server
computer” on page 61.
The system checks are listed along with their results, which can be Success,
Warning, or Failed. You can view descriptions of any warnings and failures and
you can also save those descriptions to a log file.
Table 5-18
Options on the System Check page
DescriptionOption
Lets you view the description of the warnings and errors by
clicking this icon.
Re-runs the system check.
Lets you save an XML file that contains all the settings that you
used for the installation.
When youcheck this option, you can specify the file location and
name. The default format is XML.
Typically, you use this settings file forsupport purposes or when
you need to reinstall ServiceDesk. You specify the file on the
Server Roles page and the saved settings appear on the wizard
pages as you step through the installation.
After you specify the file name, the file’s full path appears in
place of this check box.
Save My Settings To
File
Lets yousave alog that contains the descriptions of any warnings
and failures.
When youcheck this option, you can specify the file location and
name. Thedefault filename isSystemCheck.log and it issaved
in XML format.
After you specify the file name, the file’s full path appears in
place of this check box.
Save Warnings and
Errors To File
85Installing ServiceDesk
System Check page
Installing ServiceDesk
System Check page
86
Configuring the initial
ServiceDesk settings
This chapter includes the following topics:
■ Configuring the ServiceDesk application software during installation
■ Welcome page
■ Installation Components page
■ ServiceDesk Settings page
■ Mail Settings page
■ ITIL Process Configuration page
■ Incident Management Configuration page
■ ServiceDesk Groups page
■ Sample Data Configuration page
■ Installation Preview page
■ Installation Summary page
■ Re-running the ServiceDesk installation
■ Setting up the replication database after the initial installation
■ Uninstalling ServiceDesk from the ServiceDesk server computer
6
Chapter
Configuring the ServiceDesk application software
during installation
The configuration segment of the ServiceDesk Setup wizard lets you configure
the ServiceDesk application software. This configuration consists of selecting the
parts of ServiceDesk to install, configuring communication settings, mapping
Active Directory groups, and installing sample data.
This task continues the installation of the ServiceDesk application software. The
configuration begins when the installation segment of the wizard finishes.
See “Installing the ServiceDesk application software on the ServiceDesk server
computer” on page 61.
This configuration is different from the configuration of the ServiceDesk portal.
See “About configuring the ServiceDesk application software” on page 124.
Configuring the initial ServiceDesk settings
Configuring the ServiceDesk application software during installation
88
To configure ServiceDesk during installation
1
On the Welcome page, select the following options as needed:
Lets you create a ServiceDesk administrator account. When
you click this link, define the administrator on the Add New
Admin User dialog box, and then click Save User to return to
the installation.
If you do not create the administrator account now, you must
use thedefault administratoraccount tolog on to ServiceDesk
for the first time.
AddNewAdminUser
(Optional) Imports the configuration settings from an XML
file that was created during a previous configuration.
If you select this option, the saved settings appear on the
wizard pages as you step through the configuration.
Load Configuration
Lets youclear anyconfiguration entriesthat youhave entered.
For example, you choose a full installation and progress
through several configuration pages before you decide to
perform a custom installation instead. You can back up to the
Welcome page and click Clear Configuration to clear the
existing configurations and start over.
Clear Configuration
Lets you select the parts of ServiceDesk to install.Custom Installation
Installs allthe ServiceDesk parts. If you click this option, skip
to step 3.
We recommend that you perform a full installation.
Full Installation
See “Welcome page” on page 91.
2
(Custom installation only) On the Installation Components page, select all
the options, and then click Continue.
All the parts are required for a successful installation.
See “Installation Components page” on page 92.
3
Step through the wizard pages and on each one, enter the appropriate
information, and then click Continue, as follows:
■ ServiceDesk Settings page
Configure the settings for connecting to and communicating with
ServiceDesk.
See “ServiceDesk Settings page” on page 94.
■ Mail Settings page
89Configuring the initial ServiceDesk settings
Configuring the ServiceDesk application software during installation
Configure thesettings for email communications to and from ServiceDesk.
See “Mail Settings page” on page 95.
■ ITIL Process Configuration page
Select the optionsto configurecertain features of the core ITIL processes.
See “ITIL Process Configuration page” on page 97.
■ Incident Management Configuration page
Select the options to configure the settings for the Incident Management
process.
These settings determine the automatic escalation of incidents and the
sending of email notifications upon the occurrence of certain
incident-related events.
See “Incident Management Configuration page” on page 98.
■ ServiceDesk Groups page
This page appears only if you chose the Active Directory authentication
method in the ServiceDesk Setup wizard.
You can map the default groups in ServiceDesk to the existing groups in
your Active Directory as follows:
■ Check From AD next to the group to map.
■ In the GroupName to Use column, type or select the group from your
Active Directory that corresponds to the ServiceDesk group.
Repeat this step for all the groups that you want to map.
■ Click Continue.
See “ServiceDesk Groups page” on page 99.
■ Sample Data Configuration page
(Optional) To install sample data, select the following options:
Check this check box to install sample data that consists
of predefined users, organizational units, categories, and
process tickets. You can use these users for testing,
training, or evaluation purposes.
Install Sample Data
Type your organization’s domain name. Do not include
the @ character.
Domain Name
See “Sample Data Configuration page” on page 100.
Configuring the initial ServiceDesk settings
Configuring the ServiceDesk application software during installation
90
4
On the Installation Preview page, review the settings.
If a View Details link appears next to an item in the list, you can click it to
view more information about that item’s settings.
If all the settings are correct, click Install.
See “Installation Preview page” on page 101.
5
During the installation, if the ServiceDesk Error page appears, you can view
any errors that occur. Select any of the following options:
Skip the step that failed and try to perform the next step in this
phase of the installation.
The installation is performed in phases, with each phase having
multiple steps.
Try Next Step
Skip this phase of the installation and go to the next phase.Skip Step
Try to repeat the failed step.
Typically, the steps that fail are those that require a connection
between ServiceDesk and the Symantec Management Platform.
For example, if a connection timeout occurs, you can repeat the
step and reconnect.
Retry
6
When the installation finishes, on the Installation Summary page, you can
open the ServiceDesk portal, migrate data from Helpdesk Solution 6.5, or
close the page.
See “Installation Summary page” on page 101.
Welcome page
This page lets you start the ServiceDesk configuration and specify the type of
configuration that you plan to perform. It appears after the installation segment
of the ServiceDesk Setup wizard finishes.
91Configuring the initial ServiceDesk settings
Welcome page
Table 6-1
Options on the Welcome page
DescriptionOption
Lets you create a ServiceDesk administrator account.
If you do not create the administrator account now, you must
use the default administrator account to log on to ServiceDesk
for the first time.
You can add other ServiceDesk accounts here too.
Add New Admin User
Opens theLoadConfiguration dialog box, inwhich youcan select
a saved configuration file to use predefined settings.
If you select this option, the saved settings appear on the wizard
pages as you step through the configuration.
During the configuration, on the InstallationPreview page, you
can save an XML file that contains the settings that you used for
the configuration. Typically, you use this settings file for support
purposes or when you need to reconfigure ServiceDesk. You can
only use the settings file on the same computer on which the file
was created.
Load Configuration
Lets you clear any configuration entries that you have entered.
For example,you choosea fullinstallation andprogress through
several configuration pages before you decide to perform a
custom installation instead. You can back up to the Welcome
page and click Clear Configuration to clear the existing
configurations and start over.
Clear Configuration
Lets you select the ServiceDesk parts to install.Custom Installation
Installs all the ServiceDesk parts.
We recommend that you perform a full installation.
Full Installation
Installation Components page
This page lets you select the parts of ServiceDesk to install. It appears during the
configuration segment of the ServiceDesk Setup wizard, but only if you selected
Custom Installation on the configuration’s Welcome page.
All the parts are required for a successful installation.
See “Configuring the ServiceDesk application software during installation”
on page 88.
Configuring the initial ServiceDesk settings
Installation Components page
92
Table 6-2
Options on the Installation Components page
DescriptionOption
Configures the Process Manager database.Setup Database
Sets the default permissions on the predefined user groups.
ServiceDesk permissions are almost always granted at the group level rather than at the
user level.
Group Permissions
Installs the predefined user groups, which help organize the ServiceDesk users and let
you grant the same permissions to all the users in a group.
Groups are collections of ServiceDesk users.
User Groups
Installs the default schedules, which help organize the overall ServiceDesk schedule.
In ServiceDesk, a schedule represents a certain type of schedule entry. For example, the
ScheduledChanges schedule contains entries for the changes that have been approved
and assigned a release date.
Schedules
Configures the many default settings that control the behavior of all aspects of working
in the ServiceDesk portal.
Application Settings
Installs the predefined incident categories.
ServiceDesk uses categories to classify incidents. You can use additional levels of
classification itemsto furtheridentify the incidents. The main categories and the additional
classification items are referred to as the data hierarchy.
Hierarchy Categories
Installs the predefined profiles.
Profiles letyou categorizedata by adding customizable fields, which you can use for further
sorting of data.
Process Profiles
Installs thepredefined actions, which let users take actions or launch other processesthat
can help them with their tasks or processes.
Actions appear as links that are shown on the right side of Process View pages.
Process Actions
Adds the Process Timelines Web part to the ProcessView pages. This Web part displays
a graphic representation of the timeline for the process.
Process Timelines
Sets the default permissions on the predefined ServiceDesk reports.Reports Permissions
Installs thedefault ServiceDeskportal pages, which let users perform all of the ServiceDesk
functions.
In the ServiceDesk portal, a page is the entire area that appears beneath the menu bar
when you click a tab or a menu command. Most of the work in ServiceDesk is performed
in a portal page or in a form that is accessed from a portal page.
Portal Pages
93Configuring the initial ServiceDesk settings
Installation Components page
Table 6-2
Options on the Installation Components page (continued)
DescriptionOption
Installs the predefined service items, which can be used to initiate all the ServiceDesk
processes.
The Service Catalog is a Web part that appears on several ServiceDesk portal pages and
that lets users select service items. A service item automates the routine actions that are
performed in ServiceDesk. For example, the default service items are used to submit an
incident, submit a knowledge base request, and create a problem ticket.
Service Catalog
ServiceDesk Settings page
This page lets you configure the settings for connecting to and communicating
with ServiceDesk.It appears during the configuration segment of the ServiceDesk
Setup wizard.
See “Configuring the ServiceDesk application software during installation”
on page 88.
Table 6-3
Options on the ServiceDesk Settings page
DescriptionOption
Lets you specify the domain name to use for connecting to
ServiceDesk. You can select http:// or https:// from the
drop-down list and you can type the domain name. The correct
format is as follows:
https://domain_name.com
FullyQualifiedDomain
Name of Service Desk
Server
Lets you provide the name and the email address, telephone
number, or other information for the individual or group who
provides your ServiceDesk support. A typical contact is the
network administrator. However, you can specify any other
individual or group.
This information is for display purposes only. It appears in any
error messages that appear in ServiceDesk.
Error Contact Name
Error Contact Info
Causes ServiceDesk to track the entire time that a ticket is open,
whether or not anyone actively works on it. If you uncheck this
check box, ServiceDesk tracks only the amount of time that
someone works on a process ticket in the ServiceDesk portal.
The process time is used for reporting purposes.
For more information, see the topics about ticket process time
in the ServiceDesk User Guide.
Track Process Time &
Action Time
Configuring the initial ServiceDesk settings
ServiceDesk Settings page
94
Table 6-3
Options on the ServiceDesk Settings page (continued)
DescriptionOption
Specifies the exchange name and virtual directory for the
ServiceDesk server computer. The ServiceDesk Exchange is the
gateway for communications between different pieces of the
product. Forexample, theexchange permitsthe communications
when you run or monitor a process.
You can click Advanced to change these settings. However, we
recommend that you accept the default settings.
ServiceDesk Exchange
Name
Process Manager
Virtual Directory
Mail Settings page
This page lets you configure the settings for email communications to and from
ServiceDesk. It appears during the configuration segment of the ServiceDesk
Setup wizard.
See “Configuring the ServiceDesk application software during installation”
on page 88.
This page contains the following sections:
Contains thesettings for the email that is sent from ServiceDesk.
For example, the outbound settings are used to send email
notifications of incident resolutions to users.
See “About automatic email notifications” on page 152.
See Table 6-4.
Outbound Mail
Settings
Contains the settings for monitoring the email that is sent to
ServiceDesk.
See “About configuring the email monitoring” on page 154.
If you do not plan to let users submit incidents by email, you can
skip these settings.
See Table 6-5.
(Optional) Inbound
Mail Settings
Table 6-4
Options under the Outbound Mail Settings section
DescriptionOption
Lets you type the name of the email server that ServiceDesk uses to send and receive
emails. For example:
mail.domain_name.com
SMTP Server for
Outbound Mail
95Configuring the initial ServiceDesk settings
Mail Settings page
Table 6-4
Options under the Outbound Mail Settings section (continued)
DescriptionOption
Lets you type the email address from which ServiceDesk sends notification emails.
If you choose to monitor inbound email, use the same address here as the one in User
Name under the Inbound Mail Settings section. That way, the responses are sent to the
Inbox that ServiceDesk monitors.
Examples are as follows:
■ no-reply@domain_name.com
■ Support@domain_name.com
If you plan to respond to emails that are sent from ServiceDesk, we recommend that
you use a more specific address like this one.
Reply-to Address
Table 6-5
Options under the Inbound Mail Settings section
DescriptionOption
(Optional) Lets you configure settings for the Inbox monitoring tool, which monitors a
specific mailbox for the incidents that users submit to ServiceDesk by email.
When you check this check box, the other options under this section become available.
Monitor External Mail
Box
Lets you type the name of the email server that the ServiceDesk Inbox monitoring tool
monitors for incidents. Use the following format:
mail.domain_name.com
Server Address
Lets you specify the port to use for the protocol that you select in Mail Protocol.Port
Lets you select the protocol for the email transmissions to ServiceDesk.
The options are as follows:
■ IMAP
■ POP
We recommend that you use the POP protocol. Using IMAP might cause problems with
some email server programs, including Microsoft Exchange.
Mail Protocol
Lets you use the Secure Socket Layer (SSL) protocol to secure the email transmissions to
ServiceDesk.
Use SSL
Configuring the initial ServiceDesk settings
Mail Settings page
96
Table 6-5
Options under the Inbound Mail Settings section (continued)
DescriptionOption
Lets you type the address and password for the mailbox that the ServiceDesk Inbox
monitoring tool monitors for the incidents that users submit by email.
Depending on your email server, use one of the following formats:
■ Support@domain_name.com
■ Support
Also use this address in Reply-to Address under the Outbound Mail Settings section.
User Name
Password
ITIL Process Configuration page
This page lets you configure certain features of the core ITIL processes. Thispage
appears during the configuration segment of the ServiceDesk Setup wizard.
See “Configuring the ServiceDesk application software during installation”
on page 88.
Table 6-6
Options on the ITIL Process Configuration page
DescriptionOption
Lets youchoose whetherto use the Symantec Configuration Management Database (CMDB)
for asset management.
See “About the Configuration Management Database (CMDB)” on page 27.
For more information about modifying a dataservice, see the Workflow Solution Users
Manual.
Use CMDB 7
Uses a first-in, first-out queue for the tasks that are assigned to a group. When a worker
in a group completes a task, the next available task in the group’s queue is assigned to
that worker. These round robin assignments prevent workers from selecting the easiest
or most desirable tasks.
A task’s position in the queue is based on its priority and its age. The tasks with the higher
priorities take precedence regardless of their ages.
Use Round Robin task
loader?
97Configuring the initial ServiceDesk settings
ITIL Process Configuration page
Table 6-6
Options on the ITIL Process Configuration page (continued)
DescriptionOption
Lets you configure the interaction between theprocesses that are listed here and theother
processes in ServiceDesk. You can uncheck either of these options if you choose to run
ServiceDesk without full ITIL compliance.
The options are as follows:
■ Problem Management
Minimizes the effects of incidents and problems by letting you track and diagnose
problems and publish known errors to help with future resolutions.
■ Change Management
Standardizes the methods and procedures for handling changes in the organization
to minimize the effect of those changes on service.
Which of these Core
ITIL processes will you
be using?
Lets you define the waiting period for the post-implementation review task, which is the
final step in the Change Management process.
The waiting period is the amount of time between a change’s implementation and the
change managers’ completion of the review. ITIL standards recommend a 30-day waiting
period.
If the change manager does not complete the review within the defined waiting period,
the verification task is closed automatically.
For more information, see the topics about the post-installation review in the ServiceDesk
User Guide.
Days
A supporttechnician who works an incident can specify a primary contact for the incident
if onedoes not already exist. You can require the technicianto specifythe primary contact
before any other actions are possible.
In the technician
incident feeder
process,would you like
to force the setting of a
primarycontactbefore
starting the incident’s
diagnosis?
Incident Management Configuration page
This page lets you configure the settings that affect the behavior of the Incident
Management process and the migration of data from Helpdesk Solution 6.5. It
appears during the configuration segment of the ServiceDesk Setup wizard.
See “Configuring the ServiceDesk application software during installation”
on page 88.
Configuring the initial ServiceDesk settings
Incident Management Configuration page
98
Table 6-7
Options on the Incident Management Configuration page
DescriptionOption
Lets ServiceDesk escalate incidents automatically. When
an incident remains in the queue for too long, ServiceDesk
increases the incident’s priority and escalates it to the
appropriate group.
You can also set this option in the Application Properties
settings that are available from the Admin page in the
ServiceDesk portal.
Allow for Incidents to be
Auto Escalated
Enables thesending of notification emails when an incident
is created.
For more information, see the topics about email
notifications for incident events in the ServiceDesk User
Guide.
Send Notification Email on
Incident Creation
Enables thesending of notification emails when an incident
is resolved.
Send Notification Email on
Incident Resolution
Lets you customize the codes that indicate how an incident
is resolved.
ServiceDesk contains a set of predefined close codes that
are ready to use. Reviewthem to ensurethat theymeet your
needs. Ifnecessary, you can delete or add to the default close
codes.
See “About incident close codes” on page 170.
Incident Close Codes
ServiceDesk Groups page
This page lets you map the default groups in ServiceDesk to the existing groups
in your Active Directory. It appears during the configuration segment of the
ServiceDesk Setup wizard, but only if you chose to use Active Directory
authentication during the installation segment.
See “Configuring the ServiceDesk application software during installation”
on page 88.
ServiceDesk uses groups to assign permissions to various elements of the
ServiceDesk portal. When you import groups from Active Directory, you can map
them to the default ServiceDesk groups. You can use the default names for these
groups, or you can map the groups to existing names from your Active Directory.
By mapping the group names, you can benefit from the predefined permissions
99Configuring the initial ServiceDesk settings
ServiceDesk Groups page
in thedefault ServiceDesk groups while using your organization’s preferred group
names.
See “About ServiceDesk authentication” on page 143.
Table 6-8
Options on the ServiceDesk Groups page
DescriptionOption
Enables the Group Name to Use option for the selected group.From AD
Lets youtype or select the group from your Active Directory that
corresponds to the ServiceDesk group.
This option is either a drop-down list that contains the groups
in yourActive Directoryor a box in which you type a group name.
Group Name to Use
Lets you toggle between a drop-down list or a text box for the
group name entry.
Switch to Drop Down
Form
SwitchtoTextboxForm
Sample Data Configuration page
This pagelets you install sample data to theServiceDesk portal. It appears during
the configuration segment of the ServiceDesk Setup wizard.
The sample data consists of predefined users, organizational units, categories,
and process tickets. You can use the data for testing, training, or evaluation
purposes. It is not intended for production use.
See “Configuring the ServiceDesk application software during installation”
on page 88.
Table 6-9
Options on the Sample Data Configuration page
DescriptionOption
Installs the sample data that is listed on the page.Install Sample Data
Lets youtype adomain nameto appendto thesample usernames
to form logon names.
You can use any domain name, including your organization’s
domain. You might want to use an alternate name so that you
can easily find and delete the sample users later.
Domain Name
Configuring the initial ServiceDesk settings
Sample Data Configuration page
100
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