HP Service Manager

For the For the supported Windows® and Linux® operating systems

Software Version: 9.40

Customized output from:

Interactive Installation Guide

Document Release Date: August 2016

Software Release Date: February 2015

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For a complete list of open source and third party acknowledgements, visit the HP Software Support Online web site and search for the product manual called HP Service Manager Open Source and Third Party License Agreements.

 
 
 
 

Interactive Installation Guide

Select what you want to do

Plan an implementation
Prepare an RDBMS to support Service Manager
Install the Service Manager server
Install the Service Manager Windows client (including the Client Configuration Utility)
Deploy the Service Manager web tier
Welcome to the HP Service Manager 9.40 Installation Guide. This guide presents options that you can select to describe your installation environment. Setting these options enables you to view or print a customized installation guide that includes only the requirements and tasks that apply to you. As you make your selections, you may notice that some options disappear or become available. Make sure that you make a selection for the entire set of options.
Start by choosing what you want to do in the panel on the left.

About the Service Manager Installation and Upgrade Documentation Center

This installation guide is also accessible from the Service Manager Installation and Upgrade Documentation Center, which provides an overview of the installation and upgrade of all Service Manager components, including the applications, Service Request Catalog, Mobile Applications Client, and so on. You can download this documentation center from the first product DVD or the HP Software Support Online (SSO) web site (http://softwaresupport.hp.com). We recommend you always check the SSO web site for the latest version of the Service Manager documentation.

Note: Service Manager 9.40 ships with three product DVDs because of the total size of the installation files and documentation.

About HP ITSM Deployment Manager

If you plan on running Service Manager in a Windows or Linux environment, we highly recommend you to install HP ITSM Deployment Manager and use it to deploy your environment when installing Service Manager 9.40. Deployment Manager is a new free administration tool provided by HP to help you deploy and maintain your Service Manager environments as well as ease the setup and maintenance of Service Manager integration with other HP products. See this blog article for a quick overview: The new HP ITSM Deployment Manager will shorten your on premise software deployment. HP bundles ITSM Deployment Manager with Service Manager 9.40 product DVD 1. This tool is also available at HP Live Network for free and all related information regarding its compatibility matrix and features are accessible there: https://hpln.hp.com/group/itsm-deployment-manager. If you decide to use Deployment Manager to do your Service Manager installation, follow applicable instructions in the Deployment Manager documentation; otherwise, follow the instructions in this document and in the Installation and Upgrade Documentation Center.

Are you upgrading an existing implementation of Service Manager?

Yes, show me special consideration for upgrading existing implementations
No, do not show me upgrade considerations; this is a new implementation
Upgrading most Service Manager components involves uninstalling the old version, installing the new version and updating the configuration files. Select this option to include instructions on what to do if you have an existing implementation.
For instructions on how to upgrade the Service Manager applications, refer to the Service Manager Applications Upgrade Guide for your specific applications version, which is accessible from the Service Manager Installation and Upgrade Documentation Center.

Select your RDBMS type

Prepare IBM DB2
Prepare Oracle Database
Prepare Microsoft SQL Server
Before you load the Service Manager application data, you must first have a supported database installed.

Select the type of RDBMS that you intend to use to store Service Manager data. For a list of the supported RDBMSs, refer to the HP Service Manager Compatibility Matrix on the HP Support matrices web site. This site requires that you register for an HP Passport and sign in. To register for an HP Passport ID, click the New users - please register link on the HP Passport login page.

Select the operating system for the Service Manager server

Install the Service Manager server on Windows
Install the Service Manager server on Unix

Select the UNIX brand for the Service Manager server operating system

HP-UX on Itanium
IBM AIX
Sun Solaris
Linux

Do you want to set up a replicated reporting database?

Yes, show me instructions on how to set up a replicated reporting database
No, I do not want to set up a replicated reporting database at this time
The Service Manager Reporting module provides reports and dashboards with active operational data to achieve faster analysis and improved time to resolution. Since Reporting consumes additional system resources (memory and CPU), Service Manager enables you to optionally use a replicated database for reporting, which helps preserve the performance of your production database.

Do you want to provide online help?

Yes, show me instructions on how to install and use the online help
No, I do not want to install the online help at this time
The Service Manager online help provides a centralized location to access and store all online help files. You can install the online help on a web server if you want to enable end users to access documentation from a web browser. You can install the online help on any system that supports a web server.

Do you want to install Service Manager Smart Analytics?

Yes, show me instructions on how to install Smart Analytics
No, I do not want to install Smart Analytics at this time
Smart Analytics enables your Service Manager to become a more intelligent and efficient system.

Do you want to install the Service Manager Knowledge Management (KM) Search Engine?

Yes, show me instructions on how to install the KM Search Engine
No, I do not want to install the KM Search Engine at this time
You will need to install the KM Search Engine if you plan to use the new Service Manager Knowledge Management application.

Do you want to use the Windows client configuration utility?

Yes, show me instructions on how to use the client configuration utility
No, I do not want to use the client configuration utility at this time
The Service Manager Client Configuration Utility is an optional tailoring component that enables you to customize a Windows installation and deploy it to the rest of your organization; you are not required to tailor each Windows client individually. You can make customizations to your Windows clients such as changing the splash screen, adding custom images, adding company branding, adding default settings and connections, and configuring connections to the online help.

Do you plan to use Computer Telephony Integration (CTI) applications?

Yes, show me the instructions on how to install and use CTI
No, I do not want to install and use CTI at this time
The web client can support connections from CTI applications and uses the Service Manager Event Services application to open or update records. CTI is intended for large call centers that need to integrate with an existing telephone call management system. The telephony web client requires a CTI application and the Event Services application within Service Manager.

Do you want to set up legacy integrations?

Yes, show me instructions on how to set up legacy integrations
No, I do not want to set up legacy integrations at this time
A legacy integration is any integration that depends on SCCL32 or the Service Manager ODBC driver. These products include Connect-It, Get-It, and Crystal Reports. Using legacy integrations with the Service Manager server requires you to set up a read-only legacy ServiceCenter listener.

Do you want to view instructions for uninstalling Service Manager components?

Yes, show me instructions for uninstalling the Service Manager components
No, I do not want to see the uninstall instructions at this time

View or print

Click View to view the installation and configuration guide online, or click Print to send the guide to a printer for printing.

Check your selections

The following steps are customized according to your selections. Check that your selections are correct.

 

If any selections are not correct, click Change.

Using this guide

This installation guide is interactive and enables you to view the installation instructions that are relevant for your Service Manager setup. You can change your selections any time by clicking the Change button on the right side of the Check your selections section at the top of the page. When you complete a step or task, you can click the check box to the left of the heading to collapse that section. To expand sections, clear the check box.

The entry page of this guide contains the following identifying information in the bottom left corner:

  • Document Release Date: Changes each time the document is updated.
  • Software Release Date: Indicates the release date of this version of the software.

To check for updates, or to verify that you are using the most recent edition of this document, go to the HP Software Support Online web site (https://softwaresupport.hp.com). This site requires that you register for an HP Passport and sign-in.

Service Manager installation overview

Considerations for upgrading only the Service Manager client and server, and not the applications.

While it is possible to upgrade only the Service Manager client and server to the new version, many of the new features are not supported by the old applications. To get the benefit of all the new features, you must upgrade to the latest Service Manager applications as well. Refer to the Release Notes or the What's New section of the online help for information on the new features.

If you have an application version that is not supported, you must upgrade both the applications as well as the client and server. The application versions supported by the Service Manager clients and server are documented in the Support Matrix on the HP Support matrices web site (https://softwaresupport.hp.com/group/softwaresupport/support-matrices).

Types of environment

You can install Service Manager in a production environment or in non-production environments: development, test, and reporting environments. HP recommends that you perform the installation in a development environment and then convert or push the installation to your production environment.

  • Production environment: The production environment enables you to deploy your customizations and provide services to your user base. Most production environments run 24 hours a day and 7 days a week, support many simultaneous users, and process large numbers of transactions and requests. In a production environment, you typically install the components of Service Manager on dedicated servers to maximize system performance.
  • Development environment: A development environment enables you to evaluate application features and customize your installation prior to deployment in a production environment. In a development environment, you typically install all Service Manager components on one test system with a limited number of users and data.
  • Test environment: A test environment is an installation that mirrors your production environment where you can safely test performance, upgrades, and backup and restore procedures. In a test environment, you typically install Service Manager in the same configuration as your production environment.
  • Reporting environment: A reporting environment is an installation that mirrors the data from your production environment that you use to generate and view reports. In a reporting environment, you typically install Service Manager to synchronize data with your production environment but limit the number of users that access the system.

Service Manager environment overview diagram

The Service Manager environment overview diagram describes the components of a Service Manager installation. The Service Manager table below provides a description for each component and lists whether the component is required or optional.
Service Manager production environment overview

Service Manager environment overview diagram descriptions
Item Name Required? Description
1 Database Tier Required Consists of one or more supported RDBMS servers. Your Service Manager application data must reside in an external RDBMS.
2 RDBMS Required A relational database management system for storing Service Manager applications and data. Requires a 1 GB network connection to the Service Manager server.
3 Server Tier Required Contains servers that provide or process data for clients. The server tier includes the Service Manager server, which runs the Service Manager applications and manages the connections between the client and web tiers to the database tier.
4 HP Service Manager Server Required Manages connections between clients and the database tier.
5 Online help Optional A pre-configured web server that enables end users to access documentation from the Windows and web clients as well as directly from a web browser.
6 Web Applications Server Optional Offers Java applications and content for web clients.
7 Web Server Optional Provides HTTP or HTTPS content to web clients.
8 Client Tier Required Contains the applications and methods available for connecting to Service Manager.
9 Web Applications Optional

Applications that can connect to or communicate with Service Manager through a web services API.

10 HP Products Optional

The suite of applications that can connect to or communicate with the Service Manager server. Temporary licenses are integrated with the Service Manager server:

  • HP Asset Manager (through Connect-It) 
  • HP UCMDB (through Web Services)
  • HP Business Availability Center (through Connect-It)
  • HP Configuration Management (through Connect-It)
  • HP Operations Manager for Windows (through HP OpenView ServiceCenter Automation, also known as SCAuto)
  • HP Operations Manager for UNIX (through SCAuto)
  • HP Network Node Manager (through SCAuto)
  • Release Control (through Web Services)
  • HP DecisionCenter (through Connect-It)

For a complete and up-to-date list of HP integrations, see the Service Manager Compatibility Matrix on the HP Support matrices web site (https://softwaresupport.hp.com/group/softwaresupport/support-matrices).

11 Windows Client Required Intended for Service Manager administrators or implementers. The Windows client must be installed on a Windows workstation and requires a separate installation on each system that you want to connect to Service Manager. Each installation consumes a license. You must install at least one Windows client, depending on the number of administrators and power users. The Windows client enables you to design forms and work with the dbdict, capabilities that are not available to the Web client user. Requires a 100 MB network connection to Service Manager (SOAP over HTTP or HTTPS).
12 Web Client Optional

Recommended for end users. The web client enables users to connect to the Service Manager server using a web browser, without needing to install any additional software on the user’s system. You can install the web client once and then any number of web users can access Service Manager from a single URL without consuming a license.

You must install the web tier to support web clients. The web client can run on non-Windows platforms.

Note: There are scaling issues to consider: one web application server can only handle so many concurrent users before you need additional servers to handle the load.

13 Web Tier Optional

Web application server and web server combinations that enable users to connect via a web browser.

Third-party server software that provides the HTTP or HTTPS content to Service Manager web clients. Some web application servers also include built-in or bundled web servers.

Generate and install your Service Manager licenses

The Service Manager installer automatically copies AutoPassJ libraries as part of the server installation. AutoPass validates your license and determines what product features are enabled. Follow the steps in this section to obtain your permanent licenses.

  1. Go to the HP Software Licensing website.
  2. Log on to HPE Passport.

  3. Follow the instructions provided on the website to obtain license keys for your product.
  4. Save the license key file to your system. Install license key(s) directly from a license key file. Do not manually transcribe and edit them from the activation certificate. Copy each license key file to the appropriate target system.

    As part of the process of obtaining a perpetual AutoPass license, a .dat file or several .dat files were sent to the email address that you provided. These files contain the licensing data required to use the applicable Service Manager modules. After you receive these files, follow these steps to move them to the Service Manager server:

    1. Rename the .dat file to a .txt file so that you can open it with a text editor. For example, rename J8888X1624204.dat to J8888X1624204.txt.

    2. Create a text file called LicFile.txt and place it in the <Service Manager server installation path>\RUN\ directory.
    3. Create a text file called LicFile.txt and place it in the <Service Manager server installation path>/RUN/ directory.
    4. Copy the license data from the license .txt file that you created in step a and paste it in the LicFile.txt file that you created.

    Note: Create the LicFile.txt file only once. If you request any additional licenses, append those licenses to the end of this file.

  5. If you plan to run your system in a horizontally-scaled environment, copy LicFile.txt to the <Service Manager server installation path>\RUN\ folder on all hosts running in the horizontal group. In addition, provide the grouplicenseip parameter for each host. The grouplicenseip value should match the IP address that you provided when obtaining the license key.

    Note: If you have horizontal scaling implementation setup as a high availability failover cluster, you must request a permanent Service Manager license for both the virtual and the physical IP addresses of the host. Otherwise the Service Manager server will fail to start.

  6. If you plan to run your system in a horizontally-scaled environment, copy LicFile.txt to the <Service Manager server installation path>/RUN/ folder on all hosts running in the horizontal group. In addition, provide the grouplicenseip parameter for each host. The grouplicenseip value should match the IP address that you provided when obtaining the license key.

    Note: If you have horizontal scaling implementation setup as a high availability failover cluster, you must request a permanent Service Manager license for both the virtual and the physical IP addresses of the host. Otherwise the Service Manager server will fail to start.

Install the sample database

The installation DVD includes a copy of SQL Server Express Edition as a sample database. You can use this sample database if you want to review features or show a demonstration. You must use an enterprise-level RDBMS for your development, test, and production systems. This sample database must be installed on a Windows server. Follow the instructions in this section if you want to install the sample database.

  1. Log in to the Windows server as a user with local administrator privileges.
  2. Insert the Service Manager installation DVD into the appropriate drive of the server.
  3. Run the batch file:

    • To run the batch file from Internet Explorer:

      1. If you are installing on a system that has auto-run enabled, the DVD browser starts automatically.
        If auto-run is disabled, start the DVD browser manually by navigating to the DVD directory and opening clickme.htm.
      2. Click Install SQLServer2005 for use with HP Service Manager for testing purposes only. The SQL Server folder opens.
      3. Double-click SetupSQLServer.bat.
    • To run the batch file from the command prompt:
      Navigate to the \SQLServer directory on the installation media and run SetupSQLServer.bat. The batch file runs.
  4. When prompted, press any key to exit the installation. The installed sample database has the following properties:

    • Instance Name: SMDEMO
    • Security Mode: SQL
    • Database Name: SMDEMO
    • SQL login/user: SA
    • SA password: SM@DEMODATA1
    • Collation: Latin1_General_BIN

The default settings in the out-of-box sm.cfg and sm.ini files are set up to work with this sample database.

Prepare your RDBMS

The following recommendations assume the implementation of conventional database tuning and performance measures. Actual results may vary on a system-by-system basis, based on the tuning expertise available and hardware and software selections. These recommendations are intended only as a guide and should not be implemented on a production system without extensive testing.

A fully qualified database administrator should assist with this preparation.

Note: HP recommends that the Service Manager server be within reasonable proximity to the RDBMS. Utilizing a RDBMS for use with Service Manager server over a WAN link is not recommended and will have negative impact on overall product performance.

Follow the instructions in this section to prepare your Relational Database Management System (RDBMS) prior to installing the Service Manager data.

  1. Meet general space requirements:

    Place all Service Manager data in one or more dedicated table spaces within a single DB2 instance. These table spaces must contain Service Manager data only. Multiple instances consume more system resources than a single-instance solution.

    Place all Service Manager data in one or more dedicated table spaces within a single SQL Server instance. These table spaces must contain Service Manager data only. Multiple instances consume more system resources than a single-instance solution.

    Place all Service Manager data in a dedicated table space within a single Oracle instance. This table space must contain Service Manager data only. Multiple instances consume more system resources than a single-instance solution.

    Allocate at least 1 GB of data space for a test system. The amount of space necessary for a production system depends on the amount of data that you need to store and your specific implementation.

  2. Set the sorting of characters for localized systems.

    Note: Setting the sorting of characters in Service Manager is dependent on the settings defined within the back-end database or client connections to these databases. Please check with your company's Database Administrator when setting up your Service Manager database to ensure you have the correct settings for the native language(s) that will be used within Service Manager.

    Database vendors provide different options for these settings and continue to add/modify settings for languages around the world. Refer to the technical documentation provided by the database vendor for more information and recommendations on the correct localization settings. For additional information, search the vendor documentation for following terms.

    - Collation Setup
    - Collation Sorting

    - Globalization Support
    - Oracle client installation globalization

    - Supported territory codes
    - Code pages

  3. Create server connections. Every Service Manager thread, foreground, or background, requires a connection to your RDBMS. Service Manager background processors require 17 connections to run. Make sure that you allocate enough connections for all of your users. For additional information, refer to your RDBMS vendor documentation.
  4. Create a login ID and password for Service Manager to use to connect to your DB2 server. The login ID requires the Connect to database, Create tables, and Create schemas implicitly DB2 connection privileges.

    Create a login ID and password for Service Manager to use to connect to your SQL Server database.

    The login must have CREATE/ALTER/DROP TABLE authority for the target database. The CREATE/ALTER/DROP TABLE authority is only required during installation and creation of new Service Manager tables, and only if you allow Service Manager to issue the DDL to create tables and indexes. When Service Manager connects to your database using the login ID, tables are created in the default table space defined for that login ID.

    Note: Service Manager requires the Use privilege on all table spaces that it uses, including temporary table spaces.

    Create a login ID and password for Service Manager to use to connect to your Oracle server. When you log on to Service Manager, it creates a table in the default table space defined for that login ID. The login ID must have the following privileges:

    • Connect
    • Create, Alter, Drop a table
    • Create, Alter, Drop an index
    • Select Any Dictionary
    • Alter Session Privileges

    You can provide these privileges to an Oracle user by using the following oracle statements:

    create user <smadmin> identified by <smadmin> default
    tablespace <users> quota unlimited on <users>;
    grant connect, resource, select any dictionary to <smadmin>;

    Note: CREATE/ALTER/DROP TABLE privileges are only required during installation and creation of new Service Manager tables if you allow Service Manager to issue the DDL to create tables and indexes.

  5. Make sure that your DB2 database is case-sensitive.

    Service Manager supports both case-sensitive and case-insensitive Microsoft SQL server. To use Service Manager in case-insensitive mode, you must select a case-insensitive collation on the SQL Server before installing Service Manager. You can specify the desired case-sensitivity for sort order during the creation of the database. Set the SQL Server database to the desired collation when you create it. Service Manager automatically detects the settings.

    • To run in case-sensitive mode, pick a collation that ends with _BIN, such as Latin1_General_BIN.
    • To run in case-insensitive mode, pick a collation that ends with _CI_AS, such as Latin1_General_CI_AS.

    Service Manager supports case-insensitivity for Oracle 11.2.0.3 and later. For earlier versions of Oracle, Service Manager requires a case-sensitive database. Click the appropriate task below for instructions on setting case-sensitivity.

  6. Set up a connection to Service Manager:

    Service Manager connects to the database through your RDBMS client. To set up the connection between the Service Manager application server and your RDBMS, know the name of the database and the login ID and password required to connect to the database server that you created above. The Service Manager initialization file, sm.ini, must be present in the Service Manager server RUN directory.

    Follow these connectivity rules when you set up the connection to your SQL Server:

    • Make sure that the database name you enter in the configuration tool corresponds to the ODBC Driver system data source.
    • Configure the ODBC Driver data source as a System DSN. Set it up to use the following settings:
      • SQL server authentication
      • ANSI quoted identifiers
      • ANSI nulls, paddings, and warnings
    • Do not create the system DSN by using a 64-bit ODBC administrator. When Service Manager is installed on a 64-bit Windows system, create the System DSN entry for the ODBC Driver by launching odbcad32.exe from: C:\WINDOWS\SysWOW64.

    To set up connectivity to your Oracle database:

    1. Install the Oracle client on your Service Manager server machine.

      Note: Service Managerrequires 32 bit Oracle Client library, which can be found in the Oracle 64 bit Client installation directory or Oracle 32 bit Instant Client directory. Please refer to the Oracle site to download the proper Oracle client for the platform where you plan to run Service Manager server.

    2. Configure a connection to the Oracle server in the tnsnames.ora file. Define the database name.
      • On UNIX systems, the tnsnames.ora file is located in $ORACLE_HOME/network/admin or can be specified using the TNS_ADMIN environment variable.
      • On Windows systems the tnsnames.ora file is located in the Oracle Home [%ORACLE_HOME%/network/admin] directory.
    3. For Oracle 11.1 or above only, disable ADR tracing by turning off the diag_adr_enabled parameter in the sqlnet.ora file: diag_adr_enabled=OFF. ADR tracing is enabled by default.

      Note: An Oracle bug ("Multi Threaded OCI Client Dumps Core After Reconnecting To Database") is triggered when ADR tracing is enabled. Once this bug is triggered, the Service Manager server will crash every time when setting up a connection to the Oracle server.

    4. Specify the name of the Oracle database connection in the sqldb parameter in the sm.ini file. You can do this after you install the Service Manager server by running the Configuration tool and specifying the database name you provided in the tnsnames.ora file.
  7. Set time zones for reporting:

    If you plan to report on Service Manager data using your RDBMS tools, set the sqltz parameter in the sm.ini file. This is an optional parameter that the Service Manager server uses to control the storing of date and time values in the RDBMS. This parameter defines the time zone to use as a base for all date and time values. The time zone is specified as the name of the time zone record in the Service Manager tzfile table. The default time zone is Greenwich/Universal (GMT). For more information about using the sqltz parameter, see the System Configuration Parameters topic in the Service Manager Help.

    Caution: If you use different time zone settings, the dates contained in reports made by your RDBMS utility may be inaccurate.

  8. Set Oracle table spaces. Most tables on an Oracle server hold less than 50 KB of data. Service Manager sets the initial storage space size when creating the SQL tables. When manually creating a new Oracle instance, follow these guidelines:
    • Create the database with a block size of 8 KB or a multiple thereof.
    • Create a separate table space for the Service Manager data, and make this the default table space for the Service Manager user.
    • Set the TEMPORARY table space for the Service Manager user to an appropriate temporary table space.
  9. Set your UNIX environment variable for Oracle:

    1. Find the path to your Oracle client’s 32-bit shared libraries.
    2. Set the UNIX environment variable as shown in the following examples. In these examples, the path to the Oracle client shared libraries is set relative to the Oracle environment variable $ORACLE_HOME.
      • C shell: setenv LD_LIBRARY_PATH $LD_LIBRARY_PATH:$ORACLE_HOME/lib32
      • Korn shell: export LD_LIBRARY_PATH=$LD_LIBRARY_PATH:$ORACLE_HOME/lib32
  10. Set the Truncate Log On Checkpoint option for the target database on your SQL server. During initial system load, Service Manager places a high insert transaction load on your SQL server. Set the Truncate Log On Checkpoint option to prevent the transaction log from growing too large.
  11. Create a 32 KB page-size buffer pool, table space, and system temporary table space. The default page size in DB2 is 4096 bytes (4 KB). Service Manager requires 32768 byte (32 KB) pages. Grant the login ID access to the new table spaces.
  12. Enable multipage file allocation on SMS table spaces. Enabling multipage file allocation reduces overhead of large insert operations. It causes DB2 to allocate new data pages in a table space one multipage extent at a time, rather than one page at a time. Follow these steps to enable multipage file allocation:
    1. As the instance owner, disconnect all applications from the database.
    2. Run this command: db2empfa <dbname>
  13. Catalog the database:
    1. Install the DB2 client on your Service Manager server machine.
    2. Use the DB2 client utilities to catalog the database that you want to connect to.
    3. Use the name that you defined when you performed the catalog operation as the database name for the configuration tool.
  14. Create your DB2 database with a UTF-8 code page. All data passed from Service Manager to the DB2 client is encoded in UTF-8; using a UTF-8-based DB2 reduces the overhead of converting data and prevents the loss of special characters.

    Create your SQL Server database with a code page that supports the character set of most of your data. To support multiple character sets, you can use Unicode data type (NVARCHAR, NCHAR, or NVARCHAR(MAX). For information about how to use the Unicode data type, see the Configure the Service Manager server section below.

    Caution: If you choose a Western European code page, the system cannot store Eastern European or Asian characters in columns defined as VCHAR, CHAR, or TEXT data type. If you must store characters from different languages, consider using the Unicode data type, that is, NVARCHAR, NCHAR, or NVARCHAR(MAX).

    Create your Oracle database with a UTF-8 code page. All data passed from Service Manager to the Oracle client is encoded in UTF-8; using a UTF-8-based Oracle database reduces the overhead of converting data and prevents the loss of special characters.

  15. For UNIX only, add db2profile to your user profile. For example, add “ . /home/db2inst1/sqllib/db2profile”. The db2profile script, provided by your DB2 installation, updates your system’s library and class path variables automatically.

Oracle Transparent Application Failover

Oracle Transparent Application Failover (TAF) enables database clients to switch the connection to surviving nodes in an Oracle Real Application Cluster (RAC) without re-establishing the database connection or setting up necessary session properties in the event of a failure of an instance.

All supported Service Manager server versions perform similar session recovery operations within the application. When Service Manager detects a connection failure, it attempts to reestablish the connection, set up necessary session properties, and repeat the failed transactions. Service Manager retries the connection for one minute. If the database is in an Oracle RAC configuration, this should allow time for failover and reconnection to another available instance.

Since similar failover functionality is available within Service Manager, the product has not been modified to run in an Oracle TAF configuration.

Caution:  Using Service Manager in combination with Oracle TAF could cause connectivity issues. Do not run Service Manager in an Oracle TAF configuration.

Meet the Service Manager server requirements

Before you install the Service Manager server, you should meet the following requirements.

  1. Make sure that you have a compatible operating system with the current updates.

    For more information, refer to the Service Manager Support Matrix on the HP Support matrices web site.

  2. The Service Manager server requires the following database resources.

    Requirement Resources needed
    RDBMS server
    • IBM DB2
    • Oracle database
    • MS SQL Server
    RDBMS client
    • DB2 client
    • Oracle client
    • Windows ODBC DSN defined for SQL Server
    Requirement Resources needed
    RDBMS server
    • IBM DB2
    • Oracle database
    RDBMS client
    • DB2 client
    • Oracle database client

    Refer to the Service Manager Support Matrix for this version for a list of currently supported RDBMS clients and servers.

  3. Meet the required AIX service patch levels. If your systems fails to meet the required patch level, the Service Manager server displays an error message and will not start.

    Notes:

    • All versions of AIX 6.1 TL 5 or later are supported.

    • All versions of AIX 7.1 TL 0 or later are supported.

  4. Have 1 GB RAM minimum. For production purposes, RAM is based on the expected user load.

    Note: To avoid potential out-of-memory issues, we recommend that you run the ulimit -d unlimited command to set the heap size to unlimited before starting the Service Manager server.

  5. Create a local administrator account on the Windows server.
  6. Ensure that a supported Java JDK or JRE version is installed on the system, set the JAVA_HOME environment value to point to it, and add $JAVA_HOME/bin to the PATH environment variable (PATH=$JAVA_HOME/bin:$PATH). The Service Manager installer will search for it at install time. If the installer finds the java installation, it creates a JRE symlink.

  7. Have 1 GB of disk space.
  8. Have a valid TCP/IP port that is greater than 1024.
  9. Specify the appropriate number of processes. The system starts one process for each sm command line in the sm.cfg file. By default, each process is limited to 50 concurrent user sessions. The system assigns each user session or background process a dedicated thread.

    Note: If you start background processes by using the sm system start command in the sm.cfg file, then the sm processes own the background process threads. If you start the background processes from a user session inside Service Manager, then the thread controller process that owns the user session also owns the background process threads.

  10. Specify the amount of shared memory that you want the system to allocate. A server uses approximately 50 MB of base shared memory and requires an additional 5 MB of shared memory for every 50 users. You can specify the amount of shared memory the system allocates by using the shared_memory parameter in the sm.ini file.
  11. Create a separate user ID that owns Service Manager. Service Manager will not run from a root account. You only need root access to modify the system kernel, mount the Service Manager DVD.
  12. Run the installation script from an ANSI terminal to avoid rendering errors. Non-ANSI terminals such as hpterm may produce unreadable results.
  13. For a DB2 or an Oracle database, update your system's PATH variable to include the path to the 32-bit versions of your RDBMS client. Refer to your operating system documentation for information on setting variables.

    For a Microsoft SQL Server database, configure ODBC DSN.

  14. Update your system's LIBPATH variable to include the path to the 32-bit versions of your RDBMS client. Refer to your operating system documentation for information on setting variables.

    Update your system's SHLIB_PATH variable to include the path to the 32-bit versions of your RDBMS client. Refer to your operating system documentation for information on setting variables.

    Update your system's LD_LIBRARY_PATH variable to include the path to the 32-bit versions of your RDBMS client. Refer to your operating system documentation for information on setting variables.

  15. Adjust kernel resources. A server uses approximately 50 MB of base shared memory and requires an additional 5 MB of shared memory for every 50 users. You can specify the amount of shared memory the system allocates by using the shared_memory parameter in the sm.ini file.

    The following kernel resource requirements are the minimum values required to run a Service Manager server. If you run other programs that require kernel resources on the same system as Service Manager, then add the Service Manager kernel resource requirements to the existing resources. For example, if the existing system requires 100 MB in kernel resources, and Service Manager requires an additional 50 MB, then update the kernel resources to 150 MB.

    You do not need to manually adjust kernel resources on AIX systems because they are self-adjusting. However, warnings may be generated if the UDP buffer sizing set in the configuration files surpasses kernel limits. A superuser can change kernel limits to enhance performance of UDP communication.

    To retrieve the UDP buffer sizing setting: use the no -o sb_max command.

    To change the setting: no -o sb_max=8388608

    Note: AIX only permits sizes of 1048576, 4194304, 8388608, etc.

    Solaris may generate warnings if the UDP buffer sizing set in the configuration files surpasses kernel limits. A superuser can change 0 kernel limits to enhance performance of UDP communication.

    To retrieve the UDP buffer sizing setting: use the ndd -set/dev/udp udp_max_buf command.

    To change the setting: ndd -set/dev/udp udp_max_buf 8388608

    Use the SAM utility to configure kernel parameters. You must be a root user or have superuser capabilities before you start the SAM utility. To configure kernel IPC parameters:

    1. Start SAM.
    2. Select Kernel Configuration from the main menu.
    3. Select Configurable Parameters.
    4. Modify the kernel parameters as needed:
      • maxdsiz: The HP-UX maxdsiz parameter sets the maximum data segment size for each process. This data segment can consist of virtual memory (swap space) and real memory. The system attempts to meet your requirements with real memory. It uses swap space to make up the difference until it reaches the maxdsiz limit. Set maxdsiz to the maximum value. See your HP-UX help for information about setting this parameter.
      • shmem: This parameter enables shared memory. Set the value to 1.
      • shmmax: This parameter enables you to allocate shared memory. A server uses approximately 50 MB of base shared memory and requires an additional 5 MB of shared memory for every 50 users. Allocate more shared memory than what you specify in the sm.ini file.
      • shmmni: This kernel parameter enables you to set the maximum number of shared memory segments system-wide.

      Note: Service Manager uses 12 semaphores, regardless of the number of users logged on to the system.

    5. Make sure that the upper limit (ulimit -n size) for file descriptors is at least 1024.

    When you finish modifying the parameters, the SAM utility guides you through the steps to restart the system. Restart to activate the changes.

    To configure kernel IPC parameters:

    The default shared memory limit (both SHMMAX and SHMALL) is 32 MB, but you can change it from the proc file system without restarting the system. For example, to specify 128 MB:

    # echo 134217728 >/proc/sys/kernel/shmall
    # echo 134217728 >/proc/sys/kernel/shmmax

    You can use sysctl.conf to control these parameters. Add the following to the /etc/sysctl.conf file:

    kernel.shmall = 134217728
    kernel.shmmax = 134217728

    sysctl.conf is usually processed at startup but can be called later.

    • Modify the kernel parameters as needed:
      • shmmax: This parameter enables you to allocate shared memory. A server uses approximately 50 MB of base shared memory and requires an additional 5 MB of shared memory for every 50 users. Allocate more shared memory than what you specify in the sm.ini file.
      • shmmni: This kernel parameter enables you to set the maximum number of shared memory segments system-wide.

      Note: Service Manager uses 12 semaphores, regardless of the number of users logged on to the system.

    • Make sure that the upper limit (ulimit -n size) for file descriptors is at least 1024.
    • Adjust the UDP buffer size to 20MB or higher. For better performance, if there is enough memory available on the server, choose a value larger than 20MB. Linux may generate warnings if the UDP buffer sizing set in the configuration files surpasses kernel limits. For example, a warning might look like the following:

      23966( 23966) 08/11/2009 15:38:33 receive buffer of socket java.net.DatagramSocket@c9d92c was set to 20MB, but the OS only allocated 131.07KB. This might lead to performance problems. Please set your max receive buffer in the OS correctly (e.g. net.core.rmem_max on Linux)

      A superuser can change 0 kernel limits to enhance performance of UDP communication. To retrieve the UDP buffer sizing setting, use the sysctl -w net.core.rmem_max command. To change the setting, use the sysctl -w net.core.rmem_max=8388608 command.

  16. Make sure that the user running the installation script has permission to create new directories in the chosen installation path.

Install the Service Manager server

Install Service Manager in a development environment and then convert or push the installation to your production environment.

Note: This installation only upgrades the Service Manager server. For information about upgrading your Service Manager applications and data from previous versions, see the Service Manager Installation and Upgrade Documentation Center.

To install the Service Manager server, follow these steps:

  1. Log on to the Windows server as a user with local administrator privileges.
  2. Insert Service Manager installation DVD 1 into the appropriate drive of the server.
  3. Start the Installer:
    1. To start the installer from Internet Explorer:
      • If you are installing on a system that has auto-run enabled, the DVD browser starts automatically.
        If auto-run is disabled, start the DVD browser manually by navigating to the DVD directory and opening ClickMe.html.
      • Click Install Service Manager Server for Windows.
      • Double-click setupserver.exe.
    2. To start the installer from the command prompt: 
      Navigate to the \Installation\Server\ directory on the installation media and run setupserver.exe.

    The installation wizard starts.

  4. Click Next to read and accept the licensing agreement.
  5. Select the I accept the terms of the License Agreement option. The Next button becomes active.
  6. Click Next to accept the default installation folder: C:\Program Files (x86)\HP\Service Manager 9.40\Server, or click Choose to choose a different installation location.

    Caution: Do not install the server over existing versions of ServiceCenter or Service Manager. Install in a new folder. The Service Manager server folder name cannot contain parentheses or use non-ASCII characters. The server cannot start if installed in a folder with a non-compliant folder name.

    Note: If you have two different versions of the Service Manager server (for example, the 9.21 server and 9.40 server) installed on the same server host, you will not be able to start both of them at the same time - your attempt to start the second server will fail with an error in the server log that indicates the program that created the shared memory is incompatible with the current program. This is because the two servers are different binaries, which cannot be attached to the same shared memory.

  7. Click Next to prepare the installation process. The summary information page opens.
  8. Click Install to copy the installation files. The Completing the Service Manager Server Setup wizard page opens when the installation is complete.
  9. Select the Run the Server Configuration Utility after installation option to open the configure server tool at the end of the installation.

    Note: You can also configure the Service Manager server manually by editing the sm.ini initialization file in a text editor.

  10. Click Done to exit the Setup wizard. The server installation is complete, and the Configuring Service Manager Server wizard opens. Follow the steps in the next section to configure the server.

Install the Service Manager server

Install Service Manager in a development environment and then convert or push the installation to your production environment.

Note: This installation only upgrades the Service Manager server. For information about upgrading your Service Manager applications and data from previous versions, see the Service Manager Applications Upgrade Guide.

The following convention identifies variables that may change depending on your particular installation: <variable>. When you see a variable in brackets during the installation, replace the variable with information specific to your system. Do not type the brackets (< >) as part of the command.

To install the Service Manager server, follow these steps:

  1. Mount Service Manager DVD 1 and change directories to the mount location.
  2. Mount Service Manager DVD 3 and change directories to the mount location.
  3. Navigate to the /Installation/Server/ directory.
  4. Run the setupHPIA64.bin script.

    Note: The setup scripts assume you will run them from an X-Windows environment. If you prefer to run the scripts from a console instead, add “i -console” to the command line. For example, setupHPIA64.bin -i console.

  5. Run the setupSolaris.bin script.

    Note: The setup scripts assume you will run them from an X-Windows environment. If you prefer to run the scripts from a console instead, add “-i console” to the command line. For example, setupSolaris.bin -i console.

  6. Run the setupAIX.bin script.

    Note: The setup scripts assume you will run them from an X-Windows environment. If you prefer to run the scripts from a console instead, add "-i console” to the command line. For example, setupAIX.bin –i console.

  7. Run the setupLinuxX64.bin script.

    Note: The setup scripts assume you will run them from an X-Windows environment. If you prefer to run the scripts from a console instead, add “-i console” to the command line. For example, setupLinuxX64.bin –i console.

  8. Accept the license agreement.
  9. At the installation script prompt, type the absolute installation directory where you want to install Service Manager, or accept the default one. Follow these rules:

    • Do not install the server over existing versions of ServiceCenter or Service Manager. Install in a new folder.

      Note: If you have two different versions of the Service Manager server (for example, the 9.21 server and 9.40 server) installed on the same server host, you will not be able to start both of them at the same time - your attempt to start the second server will fail with an error in the server log that indicates the program that created the shared memory is incompatible with the current program. This is because the two server versions are different binaries, which cannot be attached to the same shared memory.

    • The installer will ask you to confirm if the specified installation directory is correct. If you specify an invalid directory, the installer behaves unexpectedly.

    • Do not use the "~" symbol when entering the path. InstallShield treats this as a regular character, and will create a directory with the name '~'.

    The system takes several minutes to read the contents of the DVD, uncompress the files, and complete the server installation.

  10. Click Finish to exit the wizard.
  11. To automatically configure the server, run the configure script in your <Service Manager server installation path> directory to update the sm.ini file.

    Note: You can also configure the Service Manager server by editing the sm.ini configuration file. Follow the instructions in the next section if you want to configure the server manually.

  12. Make sure that the /jre folder in the RUN directory is a symlink to a Java 7 JRE or JDK. For supported JRE versions specific for your server platform, see the Service Manager Support Matrix.

Configure the Service Manager server

You can customize your server installation by modifying the Service Manager initialization file (sm.ini).

You can define the processes that the system starts automatically and the system’s startup parameters from the Service Manager configuration file (sm.cfg), which determines how the system starts when started from a service.

You can define the processes the system starts automatically and the system’s startup parameters from the Service Manager configuration file (sm.cfg), which determines how the system starts when started from the smstart script.

If you select the Run the Server Configuration Utility after installation option, the configuration tool starts automatically during your installation.

When you install the server for the first time, the default settings are configured for the sample database. While this tool is intended to configure new or test implementations running the out-of-box sample data, you can use it whenever you want to change the settings in your system’s sm.ini file. Refer to the Service Manager Help for a complete list of the parameters stored in the sm.ini file.

Caution: The configuration utility overwrites your current sm.ini settings. You should back-up your system’s sm.ini file prior to running the configuration utility to prevent any accidental data loss or loss of service.

Additional configuration for server upgrades

If you are upgrading an existing installation, you may need to copy some parameters from the Service Manager initialization (sm.ini) file in the old installation to the sm.ini file in the new installation after you install the new server. Some existing parameters have new names. Other parameters are now obsolete and require you to use new functionality. Follow the instructions in the task below and make any necessary changes.

  1. Stop the Service Manager service if necessary.
  2. Open the initialization (sm.ini) file with a text editor.
  3. Review the following list of deleted parameters. Compare this list with the parameters in sm.ini and delete any parameters from this list that exist in your sm.ini file:
    • alterlog: Alert log entries are now placed in the sm.log file.
    • apiserver: Client listener processes now connect through dedicated HTTP and HTTPS ports.
    • clustername: You can set up a failover configuration by starting a second load balancer process on a separate system.
    • cstrace
    • debugdtevents
    • debugdtrecords
    • debugdttrace
    • debugdtworld
    • debuglog
    • debugrpc
    • debugtransport
    • immediateshadow: Use your RDBMS utilities for reporting or data backup.
    • keepalive
    • odbccharacterarray
    • scdebug: Contact customer support if you need to debug customized RAD applications from previous versions.
    • servletcontainer: You no longer need this parameter to start client listener processes.
    • sqldetect: The database dictionary automatically detects changes to RDBMS tables and columns.
    • sqlidentify
    • sqllogintime
    • sqlmodcount: The database dictionary automatically detects changes to RDBMS tables and columns.
    • validateodbcfieldnames
  4. If necessary, make the required changes for each of the following parameters:

    Old name New name Required change
    autopass_dir licensefile The default path to the license file is now in the server’s RUN directory. If you want to retain your previous license file path, you must specify it with the new licensefile parameter.
    cacertpem truststoreFile Move your CA certificate from a PEM file to a Java keystore and provide the path to this keystore with the truststoreFile parameter.
    certpem keystoreFile Move your server certificate from a PREM file to a Java keystore and provide the path to this keystore with the keystoreFile parameter.
    dhpem keystoreFile This parameter is obsolete. You can set DH encryption properties when you create your Java keystore.
    pkpem keystoreFile Move your server private key from a PEM file to a Java keystore and provide the path to this keystore with the keystoreFile parameter.
    pkpempass keystorePass Move your server private key from a PEM file to a Java keystore and provide the password to this keystore with the keystorePass parameter.
    sccluster group Use the new parameter to shut down your virtual group.
    scclusterbindaddress groupbindaddress Use this parameter to specify which IP Service Manager should bind to when your system has multiple IP addresses available from multiple network interfaces.
    scclustermcastaddress groupmcastaddress Use this parameter to define your horizontally scaled system.
    scclustername groupname Use the new parameter to define your server group name.
    scclusterport groupport Use the new parameter to define your server group port.
    scemail emailout Use the new parameter to process outbound e-mail from Service Manager.
    schost host Use the new parameter to shut down or standby your system
    sctimeramount heartbeatinterval Use the new parameter to keep client connections open.
    soapaccepttimeout sessiontimeout Web services client connections now use the client time out limits.
    soapreceivetimeout sessiontimeout Web services client connections now use the client time out limits.
    ssl_trustedClientspem trustedclientsJKS Move your list of trusted clients from a PEM file to a Java keystore and provide the path to this keystore with the trustedclientJKS parameter.
    timeoutlimit sessiontimeout Use the new parameter to set your client’s session time out.
  5. Save and close sm.ini.

If you have configured SSL or trusted sign-on, you must copy the following files from the previous installation folder to the new installation folder:

  • <SM_install>\Server\RUN\cacerts
  • <SM_install>\Server\RUN\server.keystore
  • <SM_install>\Server\RUN\trustedclients.keystore
  • <SM_install>\Server\RUN\scsmtp.ini

Start the Service Manager server

Start the Service Manager server so that users can connect with client sessions. You can start the server from the Windows command prompt or from Windows services. Click a method below to view instructions for starting the server using that method.

Start the Service Manager server so that users can connect with client sessions.

Note: You may encounter out-of-memory issues when the Service Manager server is highly loaded. To avoid the issues, we recommend that you run the ulimit -d unlimited command to set the heap size to unlimited before starting the Service Manager server.

  1. Run the following command to go to the RUN directory of your Service Manager:

    cd <install path>/ServiceManager9.40/RUN

    Caution: Before proceeding to the next step, check that the HPSM_pdf.txt file exists in this folder. Do not delete or modify this file; otherwise the server will fail to start. Additionally, if you have copied the HPSM7_pdf.txt file from the RUN folder of a previous server installation, you are recommended to delete it.

  2. Type the following command, and then press Enter.
  3. smstart

Uninstall the Service Manager server

You can uninstall the server from Add/Remove Programs or from the Service Manager installation DVD. Click a task below to view instructions for uninstalling the server using that method:

Uninstall the Service Manager server

  1. Stop the Service Manager server.
  2. Run the following commands to uninstall the server:

    cd <install path>/ServiceManager9.40/_uninstall

    uninstaller –i console

  3. Delete all of the Service Manager server directories and subdirectories.

Meet the Service Manager Windows client requirements

Install at least one Windows client for the system administrator or group of power users. You must install a Service Manager client on a Windows workstation. You can support clients running on other operating systems by installing the Service Manager web tier.

Install at least one Windows client for the system administrator or group of power users. You must have local administrator privileges to install the Windows client. By default, the client workspace and configuration information is stored in the following directory: C:\Users\<username>\ServiceManager.

Caution: Make a backup of any customized Help files that you have created for your Service Manager clients. The installer for the Service Manager Windows client overwrites Help from prior clients.

Note: The Windows client installer also installs the Client Configuration Utility.

You cannot upgrade previous Service Manager clients to the Service Manager 9.40 Windows client. Instead, simply install the Service Manager 9.40 Windows client in a new folder. HP recommends that you remove previous Service Manager clients.

Make sure that your client workstation meets the requirements listed in the following table.

Requirement Minimum Recommended
OS Windows 7 (32-bit or 64-bit) Windows 8.1 (32-bit or 64-bit)
CPU

Pentium III 650Mhz

Pentium IV 2.4 GHz or higher
RAM 1G 4G
HD 1G 1G
Resolution 1280x800 (16 colors) 1280 x 1024 (256 colors)
Network 100 Megabit 100+ Megabit
Login account Local administrator account Local administrator account

Install a Service Manager Windows client (including the Client Configuration Utility)

The Service Manager Windows client is mainly for Service Manager administrators and implementers. HP recommends that you use the web client for end users.

Note: The Windows client installer also installs the Client Configuration Utility in the following directory: <Service Manager installation path>\Client\ClientConfiguration. To run the utility, double-click the confutil.bat file in this directory.

You can install a Service Manager Windows client (including the Client Configuration Utility) locally or on a network share where multiple users run from the shared client installation. Click a task below to view instructions for installing the Windows client on a local machine or on a network share.

Caution: If you share a Windows client on a network share, you run the risk of running out of user licenses or network system resources to run the client.

The Windows client configuration utility is included in the Windows client installer package.

Connect to the Service Manager server

You can connect to multiple servers from one Service Manager client. Each connection opens in its own window.

  1. From the Windows Start menu, click All Programs > HP > Service Manager 9.40 > Service Manager Client. The Connection window opens.
  2. Double-click a connection or click a connection and then click Connect.

Define a connection to the Service Manager Windows client

The first time you access the Windows client, the Connections window opens, enabling you to define a connection to a Service Manager host server. You can add and save multiple connection settings from the Connections window.

You must set your connection to an active server process. These are the default settings:

  • Client listener on ports 13080 (http) and 13443 (https/SSL) for HTTP clients, including Windows, web, and SOAP-API
  • Special listener on port 12690 for SCAuto

Notes:

  • The login account (User name/Password) that you want to define for a new client connection must already exist in Service Manager.
  • Service Manager provides an out-of-box login account with System Administrator privileges: System.Admin (with a blank password). You can use this login account the first time you connect to a Service Manager server. Disable this account or change its password after creating accounts for all of your users. For information about how to create user accounts, see the Service Manager help.
  • If the client computer already has a previous version of Service Manager Client installed, all the existing connection settings are still available in the new client version. However, some client settings in certain old versions may prevent Service Manager Client from running. In this case, you must remove the <user_home>\ServiceManager folder on the client computer (where <user_home> is the user profile folder) and restart Service Manager Client. This will remove all client settings and the user has to reconfigure the client.
  1. From the Windows Start menu, click All Programs > HP > Service Manager 9.40 > Service Manager Client. The Connections window opens.
  2. Click New. The Connections window displays a new node in the Connections pane.
  3. Type or select the connection parameters:
  4. Parameter Default option Description
    Name New_configuration The name of this configuration
    User name User name of the Windows user currently logged on. The name that you use to log in to the server
    Password blank The password that you use to log in to the server
    Remember my password False An option to tell the system whether to store your password
    Automatically log in False An option to log in automatically when you start the Service Manager client
    Server host name localhost The name of the server that hosts the Service Manager service
    Server port number 13080 The port number that your computer uses to connect with the server
    Language blank The language to use for this session (can differ from the language set on the computer)
    Connection identified by a color blank An option to change the background color of your connection
  5. Click Advanced if you want to set the optional advanced connection options:
    • Connect to External Load Balancer: An option that enables the Windows client to support an external hardware load balancer.
    • Compress SOAP Messages: An option that compresses SOAP messages using GNU zip (gzip) encoding to reduce the amount of data transmittal to and from the server.
    • Use SSL Encryption: An option that uses a Secure Socket Layer (SSL) encryption tool to protect your data when transmitting it over the network.

      Caution: You must define a valid CA certificates file to enable SSL encryption. The client installation includes a sample CA certificate file: cacerts. The cacerts file exists in the <Service Manager installation path>\Client\ plugins\com.hp.ov.sm.client.common_9.40.xxxx folder.

    • Trace SOAP Traffic: An option that logs SOAP messages for debugging.
  6. Click OK to add the advanced features.
  7. Click Apply to add the connection.
  8. To add additional connections, repeat steps 2 – 6.

Meet the Service Manager Windows Client Configuration Utility requirements

The Service Manager Client Configuration Utility enables you to customize a Windows installation for deploying to end users. This utility is included in the Windows client installation. For its installation requirements, see the Meet the Service Manager Windows client requirements section.

Note: The Client Configuration Utility cannot push customization changes to previously installed Windows clients. To change existing installations of the Windows client, you uninstall the existing client and reinstall using the customized files you create. The Client Configuration Utility only picks up changes made directly from the Windows client interface or within the utility itself. The Client Configuration Utility cannot pick up changes made directly to Windows client initialization files.

The Service Manager Client Configuration Utility changes the following Windows client settings:

  • Splash screen image that Service Manager displays when users open the Windows client.
  • Name of provider listed for Service Manager. For example, Hewlett-Packard Development Company, L.P.
  • Name of the Service Manager application. For example, Service Manager.
  • Location of application images and icons.
  • Location of the Help Server where Windows clients can access documentation.
  • Changes that an administrator saves within the Windows client interface prior to running the Client Configuration Utility, including default login options, connection dialog box configuration options to display, default connection configuration settings, and Help Server configuration options.

Known issues

The Client Configuration Utility has the following known issues:

  • You must customize images before you run the Client Configuration Utility. The Client Configuration Utility enables you to change the location of images but not to edit them directly.
  • If you deploy a repackaged Windows client that has a predefined connection over SSL, the Windows clients may display the connection error message “No trusted certificate found.” This error indicates that you are installing the customized client in a different path than the original client used. You can restore the client connection by providing the correct path to the CA certificate file in the client Preferences dialog box.

Customize images used by the Windows client

You can customize the images that Windows clients use by providing alternate versions of the images from a local folder or web server virtual directory. The following guidelines and considerations apply to customized images:

  • All custom images must retain their original file name. 
  • All custom images must retain their original relative path from the icons/obj16 folder.
  • You only need to save customized images in the branded/obj16 folder. If the Service Manager client does find updated images in the branded/obj16 folder it uses the default images in the icons/obj16 folder.
  • Providing custom images from a web server allows you to automatically update images without having to reinstall the Windows client.

Customize the Windows client

  1. Double-click <Service Manager installation path>\Client\ClientConfiguration\confutil.bat. The Windows Client Configuration Utility opens.
  2. Click Next. The Specify Service Manager Directory page opens.
  3. Type or select the path to an existing installation of the Service Manager Windows client, and then click Next. The Change Startup Splash Image page opens.
  4. Click Skip if you want to use the default splash screen image, or type or select the path to the splash screen image that you want to use.

    The default splash screen image, splash.bmp, is located in the following folder: C:\Program Files (x86)\HP\Service Manager9.40\Client\plugins\ com.hp.ov.sm.client.eclipse.user_9.40\src\resources\icons\obj16.

    Follow these guidelines when you edit the splash screen image:

  5. Follow these guidelines when you edit the splash screen image:
    • The image must retain its original file name.
    • The image must be in the Windows bitmap (.bmp) file format.
    • The image should be approximately 500 wide by 600 pixels high. The Client Configuration Utility crops larger images to this size.
  6. Click Next. The Replace Provider and Application Strings page opens.
  7. Click Skip to use the default application strings or type the text strings that you want to use for the following items:
    • Provider: Type the company name that you want to display in the Windows client interface. The default name is Hewlett-Packard Development Company, L.P.
    • Application: Type the application name that you want to display in the Windows client interface. The default name is Service Manager.
  8. Click Next. The Customize Where Service Manager Application Images are Located page opens.
  9. Click No customization or Skip to use the default images. Or select the path to your customized images:
    • Locally: The Client Configuration Utility creates a \branded\obj16 folder where you can place customized images to override the default Windows client images.
    • Remotely: Type the URL where the Windows client can access customized images.
  10. Click Next to continue. The Customize Default Login Options page opens.
  11. Click Skip if you do not want to create a default connection. Or select whether to display the following options on Connections dialog box on your customized client:
    • Show the "Remember my password" option: Enabled by default. When disabled, the client’s Connections dialog box will not display the “Remember my password” check box option.
    • Show the server parameters: Enabled by default. When disabled, the client’s Connections dialog box will not display the "Use Login/ Password" and "Use Trusted Sign-on" radio buttons, or the "Server host name" and "Server port number". Also, the New and Delete buttons will be disabled.
    • Show the "Advanced" options page: Enabled by default. When disabled, the client’s Connections dialog box will not display the "Advanced" notebook tab. Additionally, the "Trace SOAP Traffic" feature will not be available.
  12. Provide the following information about the default connection that you want to create:
    • Hostname: Type the network name or IP address of the Service Manager server that you want the Windows client to connect to.
    • Port Number: Type the communications port on which the Service Manager server listens to client connection requests. The default communications port is 13080.
    • Compress Messages: Select true to enable message compression between the Windows client and the Service Manager server. Select false to have messages remain uncompressed.
    • Use SSL Connection: Select true to enable an SSL connection between the Windows client and the Service Manager server. Select false to use a standard connection.
    • CA Certificate Path: Type or select the local path to the CA certificate used by your SSL connection. Leave this entry blank if you do not use an SSL connection.

      Note: You can find a sample CA certificate file cacerts in the following path: C:\Program Files (x86)\HP\Service Manager9.40\Client\ plugins\com.hp.commons_9.40\.

  13. Click Next. The Use and Configure Help Server page opens.
  14. Click Skip if you do not want to provide online help from a Help Server. Or select the Use Central Help Server option to establish a connection to a Help Server. Type the following Help Server information:
    • Help Server Host: Type the network name of the Service Manager Help Server to which you want the Windows client to connect.
    • Help Server Port: Type the communications port on which the Service Manager Help Server listens to client connection requests. The default communications port is 80.

  15. Click Next. The Client Configuration Utility page opens.
  16. Click Exit. The client is now configured with your customizations.
  17. Zip the contents of the Service Manager 9.40 directories to prepare and deploy the customized configuration of the Service Manager 9.40 client to other users. The following two directories are necessary for a proper deployment:
    • C:\Program Files (x86)\HP\Service Manager 9.40
    • %HOMEPATH%\Service Manager
  18. Make sure that end users have the installation DLLs in their windows\system32 directory in order for the deployed client to work properly. Add the following path to their system environment variables: <ServiceManagerHome>\plugins\com.hp.ov.sm.client.thirdparty_9.40\lib;

Uninstall the Service Manager client or its components

  1. From the Windows Start menu, click Settings > Control Panel > Add/ Remove Programs. The Add/Remove Programs window opens.
  2. Scroll to HP Service Manager Client and click Remove. A message prompts you to verify that you want to remove the program.
  3. Click Yes. The uninstall process takes several minutes. Additional messages indicate the progress of the uninstall. When you complete the uninstall, click Close to close the Add/Remove Programs dialog box.

The client uninstall process intentionally preserves your client configuration settings and any other files that have changed since the initial installation. You must manually remove these files if you want to completely uninstall Service Manager from your system. HP recommends that you delete the entire client installation folder and the local writeable workspace and configuration folder if you do not want to preserve any existing client settings.

Meet the browser and architecture requirements for the web tier

The web tier enables users to connect to the server by using a web browser. It can run on both Windows and UNIX platforms. There are scaling issues to consider, one web application server can only handle so many concurrent users before you need additional servers to handle the load.

The Service Manager web tier uses both a web server and a web application server to access Service Manager forms through a web browser. The web server handles incoming HTTP requests while the web application server runs the Java and JSP necessary for connecting to Service Manager.

Note: Some web application servers such as Tomcat and WebSphere include built-in web servers.

Install the web tier by deploying the webtier-9.40.war or webtier-ear-9.40.ear to your web application server. Some web application servers also require you to install the Sun J2SE Java Development Kit (JDK).

  1. Enable the following browser settings:
    • Cookies
    • Java
    • JavaScript
    • Pop-ups. You can add the Service Manager server URL to the pop-up exception list.
  2. The Service Manager Web tier uses SSL encryption between the web browser and web application server by default. You must provide a valid web application server certificate to use the following SSL features:
    • Encrypt all communication with the web application server
    • Protect against complex SSL-related attacks
    • Authenticate that the web application server is a valid host

      Note: If you want to demonstrate Web tier functionality, you can disable the secureLogin parameter from the web tier configuration file (web.xml)

    For more information, refer to the online Help for Required SSL encryption.
  3. To display the workflow graphical view, install the Sun Java Runtime Environment (JRE) on the local host.
  4. Determine the web architecture that you need to support your web tier. A Service Manager web tier requires at least one web application server to run. Depending on the features and scale of your web tier, it may also require a dedicated production web server and additional web application servers. If you use any of the implementation options list below, you need to install and configure a dedicated production web server. If you are not running any of the configurations listed below, then you can run your web tier from a single web application server:
    • A trusted sign-on implementation: You want web client users to log in to Service Manager without entering a user name and password.

      A trusted sign-on implementation requires a web server to accept the pre-authenticated HTTP header information from your authentication software (such as SiteMinder or Integrated Windows Authentication). You must install and configure the authentication software separately. See your web server documentation for information about the HTML headers that your web server expects from your authentication software. For additional information, go to the Software Support Online site at https://softwaresupport.hp.com/ and search for the following white paper on setting up single sign-on in Service Manager: SSL Setup and Single Sign-on in Service Manager using Windows or Third Party Authentication.

    • A load balanced implementation: You want to distribute web client connections among multiple web application servers.

      A load-balanced implementation uses a web server to route connection requests to two or more web application servers. You must configure the web server to identify the web application servers (also known as workers) that are available to accept web client requests. For some web server and web application server combinations, you may need to install additional connection software. For example, to route requests to Tomcat web application servers using the Apache web server, you must install the proper connector. See your web server and web application server documentation for information about routing HTTP requests to available worker web application servers.

    • A scaled implementation to support a large number of concurrent users: You want to support 300 or more concurrent web client connections.

      A scaled implementation uses the load balanced implementation described above to support a large number of concurrent web client users. As a general rule, HP recommends starting one worker web application server for every 300 concurrent web client connections you want your web tier to support. To help determine the number of connections your web tier can support, go to the Software Support Online site and search for the following white paper: Service Manager 7 Reference Configurations.

Deploy the web tier

The Service Manager web tier contains a J2EE-compliant web application that runs on your web application server. Each web application server has its own method of deploying web applications. See your web application server documentation for specific instructions on deploying a web application. This section provides example implementation instructions.

The following table provides a summary of deployment method required.

Note: The webtier-9.40.war file ships with Service Manager installation DVD 1, while the webtier-ear-9.40.ear file ships with DVD 3.

Web application server Deployment method
Apache Tomcat Copy the webtier-9.40.war file to the <Tomcat>\webapps folder and start the web application server.
IBM Web Application Server Open the administration console and install the web application from the webtier-ear-9.40.ear file.
Oracle WebLogic

Open the administration console and deploy the webtier-9.40.war file.

JBoss EAP

Copy the webtier-9.40.war file to the deploy folder (for example: C:\Program Files\jboss-5.1.0.GA\server\default\deploy) and start the web application server.

Caution: Be sure to set up your Web Tier with only the minimum required functionality. Enabling more functionality in web and application servers (extra languages or scripts such as VB, PHP, CGI, and so on), increases the risk of security breaches. We recommend that you follow well-known best practices for a secure application server.

Enabling HTTPOnly cookies in your web application server

It is recommended to enable HTTPOnly cookies in your web application server to help prevent malicious JavaScript injection. In order to be able to enable HTTPOnly cookies, you are recommended to use the following web application server:

Web Application Server How to Enable 'HTTPOnly' Cookies
Tomcat 7.0 Enabled by default
Oracle WebLogic 10.3.1, and 11g Enabled by default.
Oracle WebLogic 10.3.0 You need to apply a security patch (p8176461_103_Generic), and after that HttpOnly cookies are enabled by default. The security patch can be downloaded using My Oracle Support (MOS).
IBM WebSphere 7

Enable through the following properties:

  • com.ibm.ws.security.addHttpOnlyAttributeToCookies
  • com.ibm.ws.webcontainer.httpOnlyCookies
IBM WebSphere 8.5 Enabled by default.
JBoss EAP 5.1

Enable by setting useHttpOnly=true in the context.xml file, which is located in jboss/server/<myserver>/deploy/jbossweb.sar/.

<Context cookies="true" crossContext="true">
  <SessionCookie secure="true" httpOnly="true" />
    ...
</Context>
ClosedExample deployment on JBoss 5.1
ClosedExample deployment on WebLogic 11g

Web tier log files: The default log file is sm.log, located in <web app install dir>\bin. You can change the default log file and location in log4jproperties, which is located in <web app install dir>\webtier-9.40\WEB-INF.

Configure a web server to redirect requests to the Service Manager web tier

You can configure a web server to redirect web-client specific URLs to the Service Manager Web tier. The following instructions illustrate redirecting requests from a Windows Internet Information Services (IIS) web server to the default Web tier URL.

Edit the workers2.properties file in IIS 7.5 to include the following five parameters:

  • [uri:/webtier-9.40/servlet/*]
    info=Prefix mapping
  • [uri:/webtier-9.40/*.jsp]
    info=Extension mapping
  • [uri:/webtier-9.40/*.do]
    info=Extension mapping
  • [uri:/webtier-9.40/attachments/*]
    info=Extension mapping
  • [uri:/webtier-9.40/cwc/nav.menu]
    info=Extension mapping

Note: If you change the default application name from webtier-9.40, you will need to change the URI mappings to match your Web tier’s application name.

Additional configuration for web tier upgrades

If you are upgrading an existing installation, you may need to make parameter changes in the Service Manager web tier configuration file (web.xml) after you install the new web tier. If you are upgrading from ServiceCenter, note that some existing parameters have new names. Other parameters are now obsolete and require you to use new functionality.

Follow the instructions below and make any necessary changes.

  1. Open the web tier configuration (web.xml) file with a text editor.
  2. If you are upgrading from ServiceCenter, rename the following parameters to their new names:
  3. Existing parameter name New parameter name
    sc.autosubmit autoSubmit
    sc.cacerts cacerts
    sc.compress_soap compress_soap
    sc.helpserverhost helpServerHost
    sc.helpserverport helpServerPort
    sc.honorUrlHost honorUrlHost
    sc.honorUrlPort honorUrlPort
    sc.host serverHost
    sc.port serverPort
    sc.querysecurity querySecurity
    sc.refreshmessages refreshMessages
    sc.refreshmessinterval refreshMessagesInterval
    sc.ssl ssl
    sc.useservertabs useservertabs
    sc.viewactivenotes viewactivenotes
    sc.viewpromptforsave viewpromptforsave
    sc.viewrecordlist viewrecordlist
  4. Save and close web.xml.

Access Service Manager by using a web client

To connect to Service Manager by using a browser:

  1. Use the following URLs to access Service Manager from the web tier.
    For <server>, type the name of the web server running the web tier.
    For <port>, type the communications port number used to connect to the web tier.

    • Standard web client: http://<server>:<port>/webtier-9.40/index.do
    • Employee self-service web client: http://<server>:<port>/webtier-9.40/ess.do
    • Accessible web client: http://<server>:<port>/webtier-9.40/accessible.do. The accessible web client does not display a record list detail page.
    • Accessible employee self-service web client: http://<server>:<port>/webtier-9.40/accessible_ess.do

      Note: You do not need to specify the communications port in the web tier URL if you use the default web server port (port 80). See your web server documentation for instructions on setting the communications port.

  2. Enter the following information:
    • User name: The user name that you use to log in to the server. 
    • Password: The password that you use to log in to the server.
    • Language: The language to use for this session (can differ from the language set on the computer).

      Note: The login account that you enter must already exist in Service Manager. Service Manager provides an out-of-box login account with System Administrator privileges: System.Admin (with a blank password). HP recommends that you disable this account or change its password after creating accounts for all of your users. For information about how to create user accounts, see the Service Manager help.

  3. Click Log In.

Note: After logging in, do not use the buttons (such as Refresh, Back, and Forward) on your browser toolbar or their keyboard shortcuts (such as Ctrl+R, Ctrl+Left, and Ctrl+Right) to perform Service Manager actions. Instead, use the buttons on the Service Manager interface.

Set up a replicated reporting database

If you want to use a replicated database for the Service Manager Reports functionality, perform the following tasks.

Meet the CTI requirements

The web client can support connections from Computer Telephony Integration (CTI) applications. The web client CTI implementation uses the Service Manager Event Services application to open or update records. Follow the steps in this section to make sure that your environment meets the requirements for installing CTI.

  1. Enable the following browser settings and options to use CTI with a web client:
    • Cookies
    • Java
    • JavaScript
    • Pop-ups (Add the Service Manager server URL to the pop-up exception list.)
  2. To run the CTI applet, install the Java Runtime Environment (JRE) on each web client system. See your Web browser documentation to determine a compatible JRE version web tier Installation. For example, you can follow these steps to install the Sun J2SE JRE:
    1. Go to the Oracle java downloads web site (http://www.oracle.com/technetwork/java/javase/downloads/index.html).
    2. Find the Java Runtime Environment (JRE) section, and click Download.
    3. Accept the license agreement.
    4. Download and install the latest JRE for your operating system.

Install the CTI applet

Install the CTI applet on each web client system to enable the web client to accept Service Manager system events from a CTI application. The applet installation requires that you use a local administrator account.

  1. Log in to the web client system with a local administrator account.
  2. Close all other Service Manager clients and web browser windows.
  3. Open a web browser and navigate to the telephony web tier URL: http://<server>:<port>/webtier-9.40/index.do?telephonyuser=1

    For <server>, type the name of the web server running the web tier. For <port>, type the communications port number used to connect to the web tier.

  4. Log in to Service Manager.

    If the web client system has a properly installed JRE, the browser prompts you to install the CTI applet.

  5. Accept the applet.
  6. Close and then restart the web browser.

Access CTI from the web client and take a call

You can use the following URLs to access the telephony portions of the web client. For <server>, type the name of the web server running the web tier. For <port>, type the communications port number used to connect to the web tier.

Note: The telephony applet does not apply to the self-service portions of Service Manager.

  • Standard telephony: http://<server>:<port>/webtier-9.40/index.do?telephonyuser=1
  • Accessible telephony web client: http://<server>:<port>/webtier-9.40/accessible.do?telephonyuser=1. This address turns off record list mode and the classic menu, which do not conform to accessibility requirements.

Note: You do not need to specify the communications port in the web tier URL if you use the default web server port (port 80). See your web server documentation for instructions on setting the communications port.

To take a telephony call

When an event comes from a CTI application, the telephony web client prompts users to save their current work. Save your current work, and then click Yes to receive the incoming call (or other event).

Meet the Service Manager online help requirements

The Service Manager online help provides a centralized location to access and store all online help files. You can install the online help on a local file system, a network share, or on a web server. If you want end users to access documentation from the Windows or web clients or directly from a web browser, you must install the help on a web server.

You cannot upgrade previous Help Servers to the Service Manager 9.40 help. You must install the Service Manager 9.40 help in a new folder or on a different system than your previous Help Server. HP recommends that you remove previous Help Servers, but it is not required.

Make sure that you meet the following requirements so that you can install the online help:

  1. Have 500 MB disk space.
  2. Have a minimum of 256 MB RAM
    • For testing purposes, 128 MB RAM is sufficient.
    • For production purposes, RAM is based on the expected user load.
  3. If you plan on installing the help on a web server:
    • Have a web server installed on the system
    • Have a free communications port to listen for HTTP connections requests. For most web servers, the default communications port is 80.

Install the Service Manager online help on a web server

Service Manager 9.40 provides two sets of online help:

  • sm_help_codeless.zip: This version if intended for customers who are running Service Manager Codeless, in which all business modules (Service Desk, Incident Management, and so on) are implemented on Process Designer.
  • sm_help_classic.zip: This version is intended for customers who are running Service Manager Classic, in which only the Knowledge Management and Service Level Management modules are Process Designer based.
  1. Log in to the system on which you want to install help as a user with local administrator privileges.
  2. Insert Service Manager installation DVD 1 into the appropriate drive of the server.
  3. Access the archive:

    1. To access the archive from Internet Explorer:
      • If you are installing on a system that has auto-run enabled, the DVD browser starts automatically.
        If auto-run is disabled, start the DVD browser manually by navigating to the DVD directory and opening ClickMe.html.
      • Open the Installation tab.
      • Click HP Service Manager Online Help to open the help archive file, sm_help_codeless.zip or sm_help_classic.zip.
    2. To access the archive from the command prompt: 
      Navigate to the Installation\OnlineHelp directory on the installation media. Open sm_help_codeless.zip or sm_help_classic.zip.
  4. Extract the online help into your web server's document root. For example, to install the online help on an Apache web server on a Windows system extract the online help into the folder C:\Program Files\Apache Software Foundation\Apache2.2\htdocs.
  5. Configure a virtual directory and set any access permissions you want for the online help (optional). For example, an Apache web server does not require any virtual directory configuration if you want to use the default folder sm_help_codeless or sm_help_classic.
  6. Start your web server.
  7. Test the help by browsing to the web server's URL:
    http://<helpserverhost>:<helpserverport>/<helpdirectory>/

    <helpserverhost> is the fully qualified domain name or IP address of the web server hosting the help. <helpserverport> is the communications port used to connect to the web server hosting the help. You can omit the port number if you use the default port 80 HTML port.<helpdirectory> is the virtual directory name, if any, you created on your web server. By default, the archive creates a folder that is part of the URL. For example: http://helpserver.domain.com/sm_help_codeless/

Set up access to the online help from the Windows client

To configure Windows clients to display the online Help from a web server, set the Windows client preferences and define the help server's host name and communications port.

  1. Log in to the Windows client.
  2. Click Window > Preferences. The Preferences window opens.
  3. Click the Help node to expand it.
  4. Click Help Server.
  5. Enable the Use a Help server to access documentation option.
  6. Type the following information:
    • Help Server host name: Fully qualified domain name or IP address of the help server host
    • Help Server port number: The communications port of the help server host
    • Help Server context: The virtual directory, if any, of the web server hosting your help.

  7. Click OK. The Windows client now displays the online help from the web server hosting help when the user clicks on the Help icon or selects Help > Help Contents.

This setting is saved with your client preferences and is captured by the Client Configuration utility so that you can deploy it to your Windows client users.

Notes: 

  • The Window client launches the help using this URL:http://<helpserverhost>:<helpserverport>/<helpdirectory>/
  • You can also view the help from a web browser by browsing to the following URL:
    http://<helpserverhost>:<helpserverport>/<helpdirectory>/

<helpserverhost> is the fully qualified domain name or IP address of the web server hosting the help. <helpserverport> is the communications port used to connect to the web server hosting the help. You can omit the port number if you use the default port 80 HTML port.<helpdirectory> is the virtual directory name, if any, you created on your web server. By default, the archive creates a folder called sm_help_classic or sm_help_codeless that is part of the URL. For example: http://helpserver.domain.com/sm_help_classic/

Set up access to the online help from the web client

To set up web clients to display online help from a web server, configure the web client web.xml file and define the help server's host name and communications port.

  1. Log in to the server where you installed the web tier.
  2. In a text editor, open the web tier configuration file, web.xml, from the WEB-INF folder of your web application server installation.
  3. In the helpServerHost entry, type the fully qualified domain name or IP address of the help server host of the web server hosting your help. For example, type helpserver.domain.com.
  4. In the helpServerPort entry, type the communication port of the help server. For example, leave the communications port empty to use the default communications port of 80.
  5. Directly after the helpServerPort parameter, insert the helpServerContext parameter and specify the context path when deploying the Service Manager help on a web server (for example, Apache). The context path refers to the name of the virtual directory where the Service Manager help is installed. It excludes the web server’s document directory path. The following is an example.

    <init-param>
      <param-name>helpServerContext</param-name>
      <param-value>sm/help</param-value>
    </init-param>
  6. Set the showHelp parameter to true.
  7. Save and close web.xml.

Note: The link on the web client points to the following URL: http://<helpServerHost>:<helpServerPort>/helpServerContext/

Install and Configure Smart Analytics

The Service Manager Smart Analytics installers are included in Service Manager 9.40 DVD 2.

For information about how to install and configure the Service Manager Smart Analytics, see the Service Manager 9.40 Smart Analytics Administrator and User Guide, which is available from the Service Manager help.

You can also find this guide in PDF format from the Installation and Upgrade Documentation Center.

Install and Configure the Knowledge Management Search Engine

For information about how to install and configure the Knowledge Management search engine, see the Service Manager Knowledge Management Search Engine Guide, which is available from the Service Manager help in both PDF and html formats.

You can also find this guide in PDF format from the Installation and Upgrade Documentation Center.

Set up a legacy listener

The out-of-box server sc.ini file is configured to connect to the sample database. To connect to another RDBMS, edit the parameters in the sc.ini file.

  1. Edit the legacy sc.ini file:
    1. Log in to the Service Manager server with an administrator account.
    2. Open a command prompt and navigate to the RUN folder in the LegacyIntegration folder in the Service Manager Server directory. For example, <Service Manager installation path>\Server\LegacyIntegration\RUN.
    3. Open sc.ini with a text editor.
    4. To connect to your Service Manager RDBMS, add the database connectivity settings. Make sure that these settings match the settings that you used when you set up your RDBMS connection.

      If the legacy listener will connect to a case-insensitive Oracle database, add the parameter sql_oracle_binary_ci to the sc.ini file.

    5. Add the following parameter on its own line: ntservice:<Service Manager Legacy Read-only Service Name>.
    6. Save and close the sc.ini file.
  2. Install the Windows service:
    1. Log on to the Windows server as a user with local administrator privileges.
    2. Open a command prompt and navigate to <Service Manager installation path>\Server\LegacyIntegration\RUN.
    3. Type scservic -install.

      This command creates a Windows service with the name specified by the ntservice parameter in the sc.ini file.

  3. Run the scstart script in the <Service Manager installation path>\Server\LegacyIntegration\RUN folder.

Install the ODBC driver

  1. Log on to the Windows server as a user with local administrator privileges.
  2. Insert Service Manager installation DVD 2 into the appropriate drive of the server.
  3. Start the Installer:

    1. To start the installer from Internet Explorer:
      • If you are installing on a system that has auto-run enabled, the DVD browser starts automatically.
        If auto-run is disabled, start the DVD browser manually by navigating to the DVD directory and opening ClickMe.html.
      • Click HP Service Manager ODBC Driver.
    2. To start the installer from the command prompt: 
      Navigate to the \Reporting directory on the installation media and run ServiceManager ODBC Driver.exe.

    The Service Manager ODBC driver Installation Wizard opens.

  4. Click Next to read and accept the licensing agreement. The Next button becomes active.
  5. Click Next to select your installation folder. The default installation location is C:\Program Files (x86)\HP\Service Manager 9.40\ODBC. Click Choose to select a different location.
  6. Click Next to prepare the installation process.
  7. Click Install to begin copying the installation files. A dialog box opens when the installation is complete.
  8. Click Done.

Configure the ODBC driver

The default installation sets up the ODBC DSN to connect to the default legacy listener on the local host. Configure the legacy ODBC driver to connect to the legacy read-only listener:

  1. From the Windows Start menu, click Control Panel > Administrative Tools > Data Source (ODBC).
  2. Open the System DSN tab.
  3. Select sc_report_odbc and click Configure.
  4. Configure the ODBC driver by using the following parameters:
    • Data Source Name: sc_report_odbc
    • Server: The host where the legacy ServiceCenter listener is running. The default setting is localhost.
    • Port: The port the legacy server is set to use. The default setting is 12690.

Start the legacy listener

  1. Navigate to <Service Manager installation path>\Server\legacyintegration\RUN.

    From the Windows Start menu, select Control Panel > Administrative Tools > Services.

  2. Run the scstart script.

    Select the service that you installed when you set up the legacy listener, and then click Start.

  3. Verify that the ODBC driver can connect. To test the connection, use any ODBC query tool. For example, in Excel, open: Data > Get External Data > New Database Query. Select the ServiceCenter ODBC driver as your data source. If it connects, it displays the Service Manager tables.

You can start the listener as an application rather than as a service. To do so, go to the <Service Manager installation path>\Server\ LegacyIntegration\RUN directory and run the following command using the Windows command prompt: scenter -listener:<port number> -RPCReadOnly.

RPC read-only mode parameter

You must start a legacy listener with the RPC read-only mode parameter. This parameter allows a ServiceCenter 6.2 server to connect to a Service Manager database without interfering with the Service Manager server (it does not create a system lock).

The RPC read-only parameter prevents Service Manager clients (Windows, web tier, and web services) from connecting to the Service Manager server. The only connections the ServiceCenter 6.2 RPCReadOnlyMode listener accepts are connections from the ServiceCenter ODBC driver or Connect-It.

Notes:

  • If you use Connect-It 3.81, you must provide the host name and port for both the Service Manager and ServiceCenter 6.2 ReadOnly listener. Connect-It requires this information to use the RPC functions for reading the event services and other ServiceCenter information. The connector writes data to Service Manager through web services.
  • You can also use the legacy listener to run reports or SQL queries against your Service Manager data without affecting the Service Manager performance.

Uninstall the legacy Windows service

  1. Log on to the Windows server as a user with local administrator privileges.
  2. Open a command prompt and navigate to <Service Manager 9.40 installation path>\Server\LegacyIntegration\RUN.
  3. Type scservic -remove.

    This command removes the Windows service with the name specified by the ntservice parameter in the sc.ini file.

Install Crystal Reports for use with Service Manager

You can use Crystal Reports to view, update, and develop new reports with Service Manager.

Follow these steps to install Crystal Reports 2013 SP3 for use with Service Manager:

  1. If Crystal Reports 2008 with or without SP1 or SP3 has been installed before, use Uninstall or change a program from the Windows Control Panel to uninstall Crystal Reports 2008 with the service packs and all associated Language Packs.
  2. Make sure that the Service Manager ODBC Driver is installed.
  3. Log in to the Windows server as a user with local administrator privileges.
  4. Insert the Service Manager 9.40 installation DVD 2 into the appropriate drive of the server.
  5. Run the batch file:

    1. To run the batch file from Internet Explorer:
      • If you are installing on a system that has auto-run enabled, the DVD browser starts automatically.
        If auto-run is disabled, start the DVD browser manually by navigating to the DVD directory and opening ClickMe.html.
      • Click Crystal Reports 2013.
      • Click Run.
    2. To run the batch file from the command prompt: 
      Navigate to the \Reporting directory on the installation media, right-click SilentInstall.bat and then select Run as administrator.

    The installation wizard starts.

  6. Restart your computer when the installation is complete. You must restart your computer before opening Crystal Reports 2013.
  7. Start the legacy listener.

Download reports for Service Manager

Service Manager installation DVD 2 comes with out-of-box reports that you can run using Crystal Reports. Using these reports requires the Service Manager ODBC driver and requires that the legacy listener is started.

  1. Make sure that the Service Manager ODBC driver is installed.
  2. Log in to the Windows server as a user with local administrator privileges.
  3. Insert Service Manager installation DVD 2 into the appropriate drive of the server.
  4. To access the archive from Internet Explorer:
    1. If you are installing on a system that has auto-run enabled, the DVD browser starts automatically.
      If auto-run is disabled, start the DVD browser manually by navigating to the DVD directory and opening ClickMe.html.
    2. Open the Installation tab.
    3. Click Operational Reports .
  5. To access the archive from the command prompt: 
    Navigate to the \Reporting\OperationalReports directory on the installation media.

  6. Copy the desired reports to your local directory.

See the Service Manager Operational Reports Guide for more information.

Uninstall Crystal Reports for use with Service Manager

Follow these steps to uninstall Crystal Reports 2013 with SP3 and all the associated Language Packs:

  1. Open a Command Prompt and navigate to the location of the Crystal Reports installer.
  2. Right-click SilentUninstall.bat, and then select Run as administrator.

Test the development environment

Review your client and server customizations, client connections, and overall system performance. Correct any problems and retest the development environment.

Convert or push your development environment to your production environment

To convert the development environment, connect the Service Manager server to your production environment network and deploy necessary clients to the production environment.

To push the development environment to your production environment, create an unload file of your application and operator customizations and load the file into your production environment system. See the Service Manager online help for instructions.

Next steps

Once you have completed the installation of Service Manager 9.40, you can view the Service Manager 9.40 online Help for information about customizing the Service Manager applications to your environment. You can add or update the operator records in your development environment with new capability words. You can also optimize the Service Manager interface in your development environment. For example, you can add public favorites and dashboards, tailor forms for viewing in the web tier, and tailor forms for accessibility-assisted users. In addition, see the Service Manager online help for instructions on enabling integrations to other applications.

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