Novell SERVICE DESK - INSTALLATION V6.1, Installation Manual

Page 1: ...Novell www novell com novdocx en 16 April 2010 AUTHORIZED DOCUMENTATION Novell Service Desk 6 1 Installation Guide Service Desk 6 1 October 11 2010 Installation Guide ...

Page 2: ...s and the trade laws of other countries You agree to comply with all export control regulations and to obtain any required licenses or classification to export re export or import deliverables You agree not to export or re export to entities on the current U S export exclusion lists or to any embargoed or terrorist countries as specified in the U S export laws You agree to not use deliverables for...

Page 3: ...l Trademarks For Novell trademarks see the Novell Trademark and Service Mark list http www novell com company legal trademarks tmlist html Third Party Materials All third party trademarks are the property of their respective owners ...

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Page 5: ...equirements 12 3 Installing the Novell Service Desk 15 3 1 Downloading the Service Desk Software 15 3 2 Installing Service Desk 15 3 2 1 Operating System Supports a GUI Installer 15 3 2 2 Operating System Does Not Support Direct Execution of the JAR files 15 3 2 3 Operating System Does Not Support a GUI Installer 16 3 3 Creating the Schema 16 ...

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Page 7: ...trators Feedback We want to hear your comments and suggestions about this manual and the other documentation included with this product Please use the User Comments feature at the bottom of each page of the online documentation or go to the Novell Documentation Feedback site http www novell com documentation feedback html and enter your comments there Additional Documentation Novell Service Desk i...

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Page 9: ... for the service desk its technicians and all support issues The Novell Service Desk software solution is completely Web based and is highly scalable The application can be deployed on Windows or Linux and supports a variety of RDBMS Novell Service Desk has the following editions available Novell Service Desk for Incident Management Includes Incident Configuration and Service Level Management Basi...

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Page 11: ... server Be a Groupwise Exchange server Be an SQL Server Operating System Windows Windows Server 2003 SP2 x86_64 Enterprise and Standard editions Windows Server 2008 R2 x86_64 Enterprise and Standard editions Linux SUSE Linux Enterprise Server SLES 11 SP1 x86_64 Intel and AMD Opteron processors Processor Minimum Pentium IV 2 8 GHz x86 and x86_64 or equivalent AMD or Intel processor RAM 2 GB minimum...

Page 12: ...n be installed in the following virtual machine environments VMware Workstations Microsoft Virtual Server XEN Novell SLES 10 SLES 11 and Citrix XenServer VMware ESX Microsoft Hyper V Server The virtual machine environment must support x86_64 guest operation systems Item Requirements Database Version Sybase SQL Anywhere ASE 12 5 or later Microsoft SQL Server 2005 2008 Enterprise and Standard editio...

Page 13: ...SOURCE All databases must use password based authentication Integrated authentication with Active Directory or eDirectory is not supported Database Settings Regardless of the SQL environment the database sizing must have a minimum of 10 MB for data and 5 MB for the associated transaction log It is advisable to let these grow as needed unless you want to spend time directly managing them If you thi...

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Page 15: ...rvice Desk download page click the Download button next to installer jar 3 Follow the on screen prompts to download the file to a directory on the device 3 2 Installing Service Desk Ensure that the device on which you want to install Novell Service Desk has Java installed and running Depending on the operating system installed on the device you can use one of the following methods to install Servi...

Page 16: ...Service Desk has been installed and replace port with the port number used during the installation 2 On the Application Setup page fill in the following fields Database Type Select a supported database platform from the list For a list of the supported database platforms see Section 2 2 Database Requirements on page 12 Server Host Specify the DNS name or the IP address of the database server We re...

Page 17: ...ick Schema The Application Setup page displays a database script that must be executed to populate the database with tables 5 Select the text on the Application Setup page by pressing CTRL A Copy the selected content paste it into a file and save the file 6 Click Done 7 Load the saved file into the database query tool of the database server that you are using The following figure displays the MS S...

Page 18: ...ed 11 Use one of the following credentials to log into Novell Service Desk Administrator Credentials Username admin Password admin Supervisor Credentials Username super Password super For details on using and configuring Novell Service Desk in your environment see Administrator Guide http docs livetime com LiveTime61 Administrator index_1 htm and User Guide http docs livetime com LiveTime61 Servic...