User manual NOVELL SERVICE DESK INSTALLATION V6.1

[. . . ] You agree to not use deliverables for prohibited nuclear, missile, or chemical biological weaponry end uses. See the Novell International Trade Services Web page (http://www. novell. com/info/exports/) for more information on exporting Novell software. Novell assumes no responsibility for your failure to obtain any necessary export approvals. No part of this publication may be reproduced, photocopied, stored on a retrieval system, or transmitted without the express written consent of the publisher. [. . . ] 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 (Basic) functionality with an emphasis on internal or external customer support. Novell Service Desk for ITIL Management: A comprehensive service management solution that is fully compliant with Information Technology Infrastructure Library (ITIL) standards. Novell Service Desk for ITIL Management supports eleven core ITIL processes including Request, Incident, Problem, Change, Configuration, and Service Level Management. This enterprise-wide solution delivers complete customer service and support for any size of organization. Overview 9 novdocx (en) 16 April 2010 10 Novell Service Desk 6. 1 Installation Guide novdocx (en) 16 April 2010 2 System Requirements 2 The following sections list the Novell Service Desk requirements: Section 2. 1, "Server Requirements, " on page 11 Section 2. 2, "Database Requirements, " on page 12 2. 1 Server Requirements The server where you install Novell Service Desk must meet the following requirements: Item Requirements Server Usage Your server might be capable of handling tasks in addition to the tasks expected for Novell Service Desk. However, we recommend that any server where you install the Service Desk software be used only for service desk purposes. For example, you would not want the server to do the following: Host Novell eDirectory / Active Directory Be a terminal 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 RAM Disk Space Minimum: Pentium IV 2. 8 GHz (x86 and x86_64), or equivalent AMD or Intel processor 2 GB minimum; 4 GB recommended 5 GB minimum for installing; 10 GB recommended for running. Depending on the amount of content you store as attachments, this number can vary greatly. 1024 × 768 with 256 colors minimum Server names must support DNS requirements, such as not having underscores in their names. Acceptable characters are the letters a-z (uppercase and lowercase), numbers, and the hyphen (-). The server must resolve device hostnames by using a method such as DNS (recommended). Display resolution Hostname Resolution System Requirements 11 novdocx (en) 16 April 2010 Item Requirements IP Address The server must have a static IP address or a permanently leased DHCP address. An IP address must be bound to all NICs on your target server. The installation hangs if it is trying to use a NIC that does not have an IP address bound to it. JDK/JRE Sun Jdk/jre 1. 6 or later. 64-bit Sun Java is required. Firewall Settings: TCP Ports Virtual Machine Environments Port 80 is the non-secure port. The Novell Service Desk software can 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. 2. 2 Database Requirements Novell Service Desk requires an external database to function. The database must meet the following requirements: Item Requirements Database Version Sybase SQL Anywhere ASE 12. 5 or later Microsoft SQL Server 2005/2008 (Enterprise and Standard editions are supported) Oracle 10g Standard Release 2 - 10. 2. 0. 1. 0 TCP Ports The database server must allow communication on the database port. For MS SQL, make sure to configure static ports for the database server. The default ports are: 1433 for MS SQL 2638 for Sybase SQL 1521 for Oracle IMPORTANT: You can change the default port number if you have a conflict. However, you must make sure that the port is opened for the Novell Service Desk to talk to the database. 12 Novell Service Desk 6. 1 Installation Guide novdocx (en) 16 April 2010 Item Requirements WAN The Novell Service Desk server and the database must reside on the same network segment. If they are separated by a WAN, this configuration is not supported Novell Service Desk does not require any particular character set. Make sure that the database is case insensitive before setting it up. [. . . ] Username: Specify the user to be created for use by Novell Service Desk. Password: Specify the password for the Service Desk user. 16 Novell Service Desk 6. 1 Installation Guide novdocx (en) 16 April 2010 3 Click Test to test if the Novell Service Desk can access the database server and the created database. If a successful message is displayed, continue with Step 4. If not, ensure that the details are correctly specified on the Application Setup page in Step 2. [. . . ]