How to Install and run ServiceDesk 7.0 MR1 with a domain account instead of a local system account

Article:HOWTO10854  |  Created: 2009-11-17  |  Updated: 2010-12-16  |  Article URL
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How To

Important Note:
The instructions in this article primarily refer to ServiceDesk 7.0 MR1 and the original release only. For instructions on installing the MR2 version of ServiceDesk, refer to the following similar article:
How to Install and run ServiceDesk 7.0 MR2 with a domain account instead of a local system account (


1)     Install the following components on the ServiceDesk server (not the SQL Server, unless SQL is installed on the ServiceDesk server), which are required before the installation can commence:
a)     sqlncli_x64.msi - Microsoft SQL Server Native Client (from December 2008)
b)     SQLServer2005_ADOMD_x64.msi - Microsoft SQL Server 2005 Analysis Services ADOMD.NET (from December 2008)
c)     SQLServer2005_XMO_x64.msi - Microsoft SQL Server 2005 Management Objects Collection (from December 2008)
d)     dotNetFx35setup.exe - .NET 3.5 64-bit. Note: .NET 3.5 SP1 is currently not supported. Please uninstall and reinstall with the base version. Also, only .NET 3.5 64-bit should be used, not 32-bit. If C:\Microsoft.NET\Framework64 does not exist, this indicates that this is not installed or the 32-bit version is instead.

For Steps a through c, the three SQL components, these are required to be those from December 2008 (they are the versions linked above).
The system check will not check for these specific versions; the only way to verify these is to look at their file versions or to download these and try to reinstall them. If you see a message regarding upgrading, then an old version is installed.
The ServiceDesk install will not work correctly if the December 2008 versions are not installed onto the ServiceDesk server (not the SQL server).
It is critical that these be installed and not prior versions and that the remainder of these instructions from this article are performed precisely, which supersede the current Implementation Guide. If not, the install will very likely fail, regardless of any "Success" messages that may appear.
Also, ServiceDesk does not currently support using SQL Server 2008. Only SQL Server 2005 is supported.

2)     Either create a new domain account or choose a domain account to act as the new ServiceDesk service account, it will be used to run the product.
Do not use the Notification Server's application identity account for this step!
Do not use this account to install ServiceDesk in step 7!

The following article explains how you can verify that the correct domain user account is being used during a ServiceDesk installation:

3)    Run the following command line on the ServiceDesk server (The domain\domainuser is the account created or selected in Step 2, that the application pool and Logicbase 2006 service will be assigned to run as.): C:\Windows\Microsoft.NET\Framework64\v2.0.50727\aspnet_regiis.exe -ga [domain]\[domainuser]

 4)    Verify that the settings for the Analysis server rights are correct:

 5)    Edit the Application pool and change its identity to the above account.
When ServiceDesk installs it installs to the root of your website.  So whatever account the application pool is set to on for the website, ServiceDesk will use. To test if this changed worked, open up the website that the ServiceDesk server will be using. Then open up Task manager and look at the running processes. There should be a w3wp.exe running as the domain account used.

 6)    In IIS Manager under "Web Service Extensions" Set ASP.NET v2.50727 to "Allowed".

Please Note: For Steps 7 and 8 below, you should not be logged in to the ServiceDesk server with the same account that will be the service account referenced above in Step 2, or the installation will fail. The following error will occur if this is not performed:

This issue is described in more detail in the related Knowledgebase article:
Database integration strategy failed due to an error: System.Exception: Error setting permissions: Timed out (

7)    Now, in preparation to run the ServiceDesk installation program, logout out of the ServiceDesk server.  Log back in to the ServiceDesk server with an account that is assured to have FULL SQL Admin (SA) rights on the SQL server, and if Cube Reporting is enabled, full rights to the SQL Analysis Service. DO NOT login using the account created or selected in Step 2. Note: This is required for either installing ServiceDesk the first time (a new install) or upgrading it by installling a maintenance release (MR1, MR2, etc.). Always use this account, not the service account, to install/update ServiceDesk with.

8)    Start the ServiceDesk Installation. If this does not automatically run after the above Workflow installation, you can manually run the post-installation by going into IIS Manager > Web Sites > Default Web Site > SD.Installation.PostInstallWizard, and select composer.aspx. Right click and choose Browse.

During the install process select the following options:

a) Select "Show Advanced Settings During Installation".

b) Add the Service account on the "System Accounts Access" Configuration Page:

c) If installing Cube reporting, ignore the pop-up screen for other required configurations. This is not needed or has already been done.

d) When configuring the "ServiceDesk Settings", it is very important to include HTTP:// or HTTPS://. If this is not included, there will be issues when running ServiceDesk, such as when creating tickets.


9)    After the install is complete, change the "Logicbase 2006 Server Extensions" to run as the above configured account.

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