Adding a ServiceDesk module

Article:HOWTO82237  |  Created: 2012-11-05  |  Updated: 2013-04-18  |  Article URL http://www.symantec.com/docs/HOWTO82237
Article Type
How To


Subject


Adding a ServiceDesk module

During your initial installation process, you can select which ServiceDesk modules to install. If you chose not install a module, you can always add the module later. You can rerun the ServiceDesk Installation and Configuration Wizard to add an uninstalled module.

To add a ServiceDesk module

  1. On the ServiceDesk server, in the location to which you downloaded the installation file, double-click the following shortcut:

    Symantec.ServiceDesk.Setup.msi

  2. In the Open File - Security Warning dialog box, click Run.

  3. On the ServiceDesk Installation and Configuration page, under Install, Repair, or Remove ServiceDesk, click Start Program.

  4. On the Please Provide Windows Auth Credentials page, under Runtime Database Account Info, type your run-time database credentials: the user name and password.

  5. Click Test Settings.

    Do not leave this page until your settings are confirmed.

  6. When you are finished, click Next.

  7. On the Start ServiceDesk Installation Program page, click Install or Repair ServiceDesk and then click Next.

  8. On the ServiceDesk's License Agreement page, review the license agreement, and perform the following actions:

    Check I have read and agree to the license terms.

    Lets you accept the license terms and activate the Next option. Until you perform this action, the Next option is grayed out.

    Click Next.

    Lets you continue to the Select ServiceDesk Modules to Install page.

  9. On the Select ServiceDesk Modules to Install page, the ServiceDesk Installation and Configuration Wizard displays which modules are already installed on your ServiceDesk server.

  10. Select the module that you want to install:

    Change Management

    Standardizes the methods and procedures for handling changes in the organization to minimize the effect of those changes on service.

    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.

    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.

    Knowledge Base Management

    Provides a process for gathering, analyzing, storing, and sharing knowledge and information within an organization. Improves the efficiency by reducing the need to rediscover knowledge.

    Active Directory Self Service Catalog

    Provides the end-user Active Directory requests for password reset and access to network shares.

  11. When you are finished, click Next.

  12. On the Upgrade Options page, click Next.

    Warning:

    Do not check any of the boxes. All necessary items are installed with the module. If you check any of the boxes, you overwrite any changes that you have made to those setting in the Process Manager portal.

  13. If necessary, on the Set SMP Connection page, provide or change the following information for the ServiceDesk to the Symantec Management Platform connection:

    This connection lets the ServiceDesk server connect to the Symantec Management Platform to obtain licenses and to integrate with the Configuration Management Database.

    SMP Address:

    (Port):

    Lets you type the address of the Symantec Management Platform so that the ServiceDesk server can connect to it.

    Lets you type the port to use for the protocol that you select.

    • The Symantec Management Platform default port is 80.

    • The Symantec Management Platform over SSL default port is 443.

    If you use multiple instances of the Symantec Management Platform, specify the Symantec Management Platform from which you intend to manage the ServiceDesk licenses.

    Username

    Password

    Lets you type the credentials that the ServiceDesk server can use to interact with the Symantec Management Platform.

    The credentials must be for a user who has administrative rights.

    Use SSL (https://)

    Lets you use secure (encrypted) connections from the ServiceDesk server back to the Symantec Management Platform.

    If you use SSL on the Symantec Management Platform, you need to check Use SSL (https://).

  14. Click Test Connection to test the connection.

    If the connection fails, check to make sure that the Symantec Management Platform address, user name, password, port, and SSL selection are correct.

  15. When you are finished, click Next.

  16. If necessary, on the Configure Mail Settings page, provide or change the information for your outbound and your inbound mail settings.

  17. If necessary, in the Outbound Mail Settings section, provide or change the outbound mail settings section for email communication to and from ServiceDesk.

    SMTP Server Address:

    (Port):

    Lets you type the name of the mail server that ServiceDesk uses to send and receive emails. Use the following format:

    <mail.domain_name.com>

    Lets you specify the port to use for the protocol that you select.

    1. The SMTP default port is 25.

    2. The Secure SMTP (SSMTP) default port is 465.

    Use SSL

    Lets you use secure (encrypted) protocol to secure the email transmissions to and from ServiceDesk.

    Send Mail From

    Lets you type the email address from which ServiceDesk sends emails.

    For example:

    • <No-reply@domain_name.com>

    • <Support@domain_name.com>

      If you plan to respond to emails that are sent from ServiceDesk, Symantec recommends that you use a more specific address like this one.

    If you choose to monitor inbound email, use the same address that you use in the Username field under the Inbound Mail Settings section. That way, the responses are sent to the Inbox that ServiceDesk monitors.

    Send Errors To

    Lets you type the email address to which ServiceDesk errors are sent.

  18. Click Test to test the outbound mail settings connection.

    The ServiceDesk Installation and Configuration Wizard lets you precede with invalid outbound mail settings. Symantec recommends that you click Test to ensure that your settings are correct.

  19. If necessary, in the Inbound Mail Settings section, provide or change the settings for the Inbox monitor tool. This tool lets you monitor a specific mailbox for the incidents that users submit to ServiceDesk by email.

    Inbound Mail Protocol

    Lets you select the protocol for the email transmissions to ServiceDesk.

    Select one of the following options:

    • IMAP

    • POP

    Symantec recommends that you use the POP protocol. Using IMAP might cause problems with some mail server programs, including Microsoft Exchange.

    Inbound Mail Server

    (Port):

    Lets you type the name of the mail server that the ServiceDesk Inbox monitoring tool monitors for incidents. Use the following format:

    <mail.domain_name.com>

    Lets you specify the port to use for the protocol that you select.

    • The IMAP default port is 143.

    • The IMAP4 over SSL (IMAPS) default port is 993.

    • The POP3default port is 110.

    • The Secure POP3 (SSL-POP) default port is 995.

    Username

    Password

    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 mail server , use one of the following formats:

    • <Support@domain_name.com>

    • <Support>

    Also, use the same address in the Username field as you used in Send Mail From field under the Outbound Mail Settings section.

    Use SSL

    Lets you use secure (encrypted) protocol to secure the email transmissions to ServiceDesk.

    Quarantine Folder (IMAP)

    (IMAP only) Lets you type the folder name where ServiceDesk places unprocessed emails when the IMAP protocol is used.

    For example, <UnprocessedInboundEmails>

    If an error occurs while ServiceDesk processes an inbound email, the email is removed from the monitored inbox and moved to the specified folder.

    If you do not provide a name for the folder, ServiceDesk (SD.Email.Monitor Project) continues to process the error-prone email. Each time the email is processed, an error occurs, and email notifications are sent. This routine continues until either the message gets processed or it is manually deleted from the inbox.

  20. Click Test to test the inbound mail settings.

    The ServiceDesk Installation and Configuration Wizard lets you precede with invalid inbound mail settings. Symantec recommends that you click Test to ensure that your settings are correct

  21. When you are finished, click Next.

    Even if your settings are incorrect at this time, you can proceed with ServiceDesk module installation. You can change your outbound and your inbound mail settings in the Process Manager portal.

    On the Master Settings page, in the Email Settings section, you can edit the outbound email settings. On the Application Properties page and in the ServiceDesk Settings section, you can edit both the inbound and the outbound email monitoring settings.

  22. If necessary, on the Additional Options page, change the following information:

    Critical Error Handling section

    Lets you provide the contact information that is used to display a message to the user for any error message that appears in ServiceDesk.

    Critical Error Contact Name

    Lets you type the name for the group or individual who provide your ServiceDesk support.

    For Example, a typical contact is the network administrator; however, you can specify any other individual or group.

    Critical Error Contact Info

    Lets you type the email address, telephone number, or other information for the group or individual who provides your ServiceDesk support.

    Email Inbox Monitoring section

    Enable Email Inbox Monitoring check box

    Lets you enable email inbox monitoring.

    You can modify the information after installation. In the Process Manager portal, on the Application Properties page, in the ServiceDesk Setting section, you can edit the information and enable or disable email inbox monitoring.

  23. When you are finished, click Next.

  24. On the ServiceDesk Installation page, click Begin Installation.

    If you need to change any of your settings, click Back to return to the previous pages.

  25. After the following message is displayed, click Finish:

    Installation was successful.


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