How to Install and run ServiceDesk 7.0 MR2 with a domain account instead of a local system account

Article:HOWTO31346  |  Created: 2010-09-20  |  Updated: 2010-12-09  |  Article URL http://www.symantec.com/docs/HOWTO31346
Article Type
How To



Question
How do you install and run ServiceDesk 7.0 MR2 with a domain account instead of a local system account?

Answer 

Important Notes - PLEASE READ AND PERFORM ALL INSTRUCTIONS CAREFULLY.

  • All instructions are required, unless otherwise specified. The main reason for a ServiceDesk installation to fail is because prerequisites, instruction steps, or logged in user account were skipped or perfomed incorrectly.
  • If errors occur during the ServiceDesk installation, these must be resolved before continuing. Skipping or otherwise bypassing errors will not resolve them and will usually cause others to occur.
  • The instructions in this article primarily refer to ServiceDesk 7.0 MR2 only. For instructions on installing pre-MR2 versions of ServiceDesk, refer to the following similar article:

    How to Install and run ServiceDesk 7.0 MR1 with a domain account instead of a local system account
    http://www.symantec.com/business/support/index?page=content&id=HOWTO10854
     
  • These instructions assume that ServiceDesk 7.0 MR2 Solution is installed and licensed in Symantec Installation Manager, and the installation .exe file from the Symantec Management Console, in Settings > All Settings > Service and Asset Management > ServiceDesk > ServiceDesk, is copied to the ServiceDesk server.
  •  If license issues occur after the installation completes, refer to the following article:

    ServiceDesk Licensing Error Messages and Troubleshooting Ideas
    http://www.symantec.com/business/support/index?page=content&id=HOWTO10655
  • These instructions supercede those found in the ServiceDesk 7.0 MR2 Implementation Guide. Please refer to the Implementation Guide, Release Notes, and User Guides for system requirements and other configuation settings.
  • ServiceDesk 7.0 is not designed to run under Windows Server 2008, it requires Windows Server 2003 64-bit only. ServiceDesk also is not designed to work with SQL Server 2008, it requires SQL Server 2005 (32 or 64-bit). Functionality for these will be added to a future version of ServiceDesk.
  • If ServiceDesk has already been attempted to be installed and the installation continues to fail, it is strongly recommended that a clean install be performed. Instructions for cleaning up the environment can be found here:

    How to perform a clean install of ServiceDesk after an installation has failed
    http://www.symantec.com/business/support/index?page=content&id=HOWTO26042
     
  • The ServiceDesk installation will timeout after inactivity (approximately 30 minutes). If this occurs, the initial install may need to be restarted. If this occurred during the post installation, this can be recovered by following the instructions in this article:

    How to get the ServiceDesk post installation page
    http://www.symantec.com/business/support/index?page=content&id=HOWTO21626

Prerequisites

  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 install, These components are from the Feature Pack for Microsoft SQL Server 2005 - December 2008 or newer. Note: Any other versions are not supported.

    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. Note: Any version of .NET 3.5 is supported. .NET 4.0 is currently not supported.
     
  2. Two domain accounts will be required to install ServiceDesk. Both accounts need to be in the Local Administrators group on the ServiceDesk server.

    a. Account 1 - Service Account. This domain account will run the IIS processes and the Workflow Service Process. Either create a new domain account or choose a domain account to act as the new ServiceDesk service account. Note: The purpose of this account is to run ServiceDesk not to install it.

    b. Account 2 – Installation Account. This domain account will be used to run the installer; this account cannot be the same as the service account mentioned above. This account requires sysadmin rights to SQL so it can create the DB and grant rights to the Service Account. If installing MR1, or older, with Cube Reporting it will need to have full rights to the Analysis system. (MR2 no longer supports cube reporting during the installation process.) Note: The purpose of this account is only to run the installation processes and can have its rights removed from both the ServiceDesk and SQL Server after the installation completes.

    For additional information on the two domain accounts, please refer to this related article:

    How to verify that the correct domain user account is being used during a ServiceDesk installation
    http://www.symantec.com/business/support/index?page=content&id=HOWTO30389
     
  3. Run the following command line on the ServiceDesk server for the Service Account (Account 1).

    C:\Windows\Microsoft.NET\Framework64\v2.0.50727\aspnet_regiis.exe -ga [domain]\[domainuser]

    Note: The "[domain]\[domainuser]" syntax used by these instructions refers to specifying the domain name, backslash, then the user name of the specified account. For example: "Symantec\JSmith". The brackets and quotes should not be added.
     
  4. In IIS, edit the DefaultAppPool and change its identity to the Service Account (Account 1). This should be entered as "[domain]\[domainuser]". When ServiceDesk installs, it installs to the root of the website. Therefore, 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 "w3wp.exe" running as the domain account used (Account 1). Note: Ensure that the DefaultAppPool is running. If not, a .NET check failure will occur during the system check process. Likewise, any issues in IIS, such as non-standard configuration or group policies being applied to prevent services from installing/running, will impact the installation. If the .NET check failure still occurs, next uninstall IIS and .NET 3.5, then reinstalll them to resolve the issue.



     
  5. In IIS, under "Web Service Extensions", Set ASP.NET v2.50727 to "Allowed".

     

Installation (Workflow Installation)

  1. ServiceDesk is now ready to be installed. Log into the ServiceDesk server with the Installation Account (Account 2). Start the ServiceDesk Installation by running its installation .exe file, "Altiris.ServiceDesk.2009.exe".
  2. Select "Show Advanced Settings during Installation".
     

     
  3. The "Base URL" is very important as this is what is used when building URLs for emails to the affected users. If this is incorrect when the user clicks on the link in the email, it will fail to load the web page.
     

     
  4. Add the Service Account (Account 1) on the "System Accounts Access" Configuration Page. This should be added as "[domain]\[domainuser]".


     
  5. Uncheck ASPNET unless SQL is on the same server as ServiceDesk.
  6. Under rare circumstances, leaving NETWORK SERVICE checked may result in installation issues. Unchecking this could resolve those.
  7. For pre-MR2 versions of ServiceDesk, if installing Cube reporting, ignore the pop-up screen for other required configurations. This is not needed or has already been done.
  8. When the installation gets to this point as shown in the screen shot, do not click on the “Next” button yet.

     

     
  9. The ServiceDesk Service must first be running as the Service Account(Account 1). To change the service account, open up Windows Services by doing the following:

    a. Click the Start button.
    b. Click Run.
    c. Type “Services.msc” then OK. This will open up the Services window.
    d. Find the service called “LogicBase 2006 Server Extensions” and double click on it.
    e. Select the Log On tab.
    f. Select “This account”.
    g. Enter in the account information for the Service Account (Account 1).  This should be added as "[domain]\[domainuser]". Then, enter the Password and Confirm password.


    h. Click the OK button. A warning will appear regarding that this change will not take effect until the service has been restarted.
    i. Right click on the “LogicBase 2006 Server Extensions” service and select restart.
     
  10. Click on the "Next" button to continue the installation.

Post Installation (ServiceDesk Installation)

  1. Choose the Custom Installation button.
  2. Leave all the Defaults set on the “Installation Components” page.
  3. For pre-MR2 versions of ServiceDesk, 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. MR2 has been changed to select these options in a drop down box. The Name used must be the server name in which users will access the ServiceDesk server to enter in tickets or manage tickets.


     
  4. The Error Contact Name and Contact information must be filled in before continuing to the next step. Leave the Advanced settings as their defaults.
  5. The next step is for Email sending and monitoring. The Outbound information must be filled in but the Inbound can be configured later.
  6. The ITIL Process Configuration page can be left as default.
  7. Incident Management Configuration and Close codes can be customized to business needs.
  8. Sample Data should not be used if this is a production environment.
  9. Installation Preview shows what will be installed. Database Reporting is the old Cube reporting; this is unchecked with MR2.

Troubleshooting

  • It is critical that all instructions are followed. If not, the installation will likely fail. A clean install will then be needed.
  • The Administrator account, admin@logicbase.com, cannot be changed (even though the install will allow it). If it is, this will result in severe issues in ServiceDesk, requiring a re-install. The password, however, can be changed from "admin", during a new install only. (Upgrade installations cannot do this.)

Related Articles

How to migrate a ServiceDesk server and SQL Server to new servers
http://www.symantec.com/business/support/index?page=content&id=HOWTO21544

Upgrade to ServiceDesk MR2 fails when install drive is other than C
http://www.symantec.com/business/support/index?page=content&id=TECH133335

Error "Database integration strategy failed due to an error: System.Exception: Error setting permissions: Timed out" during ServiceDesk installation
http://www.symantec.com/business/support/index?page=content&id=TECH45321

ServiceDesk 7.0 MR2 Customization Guide
http://www.symantec.com/business/support/index?page=content&id=DOC2150

How to backup and restore ServiceDesk Workflow project customizations
http://www.symantec.com/business/support/index?page=content&id=HOWTO36202


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