Customized output from:
Document Release Date: August 2016 Software Release Date: April 2015 |
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The only warranties for HP products and services are set forth in the express warranty statements accompanying such products and services. Nothing herein should be construed as constituting an additional warranty. HP shall not be liable for technical or editorial errors or omissions contained herein.
The information contained herein is subject to change without notice.
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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.
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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. 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. 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.For instructions on how to upgrade the Service Manager applications, refer to the Service Manager Applications Upgrade Guide for your specific applications version.
The following steps are customized according to your selections. Check that your selections are correct.
If any selections are not correct, click Change.
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 right. To expand or collapse sections, click the arrow icon to the left of the heading.
The entry page of this guide contains the following identifying information in the bottom left corner:
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. To register for an HP Passport ID, click the Create an account link on the login page.
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. The new Process Designer, Knowledge Management search engine, Service Request Catalog, Mobility, and content modules all require 9.30 or later applications. To get the benefit of all the new features, you must upgrade to the 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 Compatibility Matrix on the HP Support matrices web site (https://softwaresupport.hp.com/group/softwaresupport/support-matrices).
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.
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.
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 | Help Server | 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. 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. 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. |
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.
Log on to HPE Passport.
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:
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.
Note: Create the LicFile.txt file only once. If you request any additional licenses, append those licenses to the end of this file.
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.
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.
The Service Manager 9.30 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.
Run the batch file:
To run the batch file from Internet Explorer:
When prompted, press any key to exit the installation. The installed sample database has the following properties:
The default settings in the out-of-box sm.cfg and sm.ini files are set up to work with this sample database.
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.
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.
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. 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 the following terms.
- Collation Setup
- Collation Sorting
- Globalization Support
- Oracle client installation globalization
- Supported territory codes
- Code pages
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:
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.
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.
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.
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:
Install the Oracle client on your Service Manager server machine.
Note: Service Manager requires a 32-bit Oracle Client library, which can be found in the Oracle 64-bit Client installation directory or Oracle 32-bit Instant Client directory. Visit the Oracle site to download the proper Oracle client for the platform where you plan to run the Service Manager server.
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.
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.
Set your UNIX environment variable for Oracle.
setenv LD_LIBRARY_PATH $LD_LIBRARY_PATH:$ORACLE_HOME/lib32
export LD_LIBRARY_PATH=$LD_LIBRARY_PATH:$ORACLE_HOME/lib32
db2empfa <dbname
>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.
. /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 (TAF) enables database clients to reconnect to surviving nodes in an Oracle Real Application Cluster (RAC) in the event of a failure of an instance. Service Manager supports Oracle RAC.
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.
Before you install the Service Manager server, you should meet the following requirements.
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 (https://softwaresupport.hp.com/group/softwaresupport/support-matrices).
Service Manager server requires the following database resources.
Requirement | Resources needed |
---|---|
RDBMS server |
|
RDBMS client |
|
Requirement | Resources needed |
---|---|
RDBMS server |
|
RDBMS client |
|
Refer to the Service Manager Support Matrix for a list of currently supported RDBMS clients and servers.
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.
Ensure that a supported Java JDK or JRE version is installed on the system (for details, see the Support Matrix), and set the JAVA_HOME environment value to point to it. The Service Manager installer will search for it at install time. If the installer finds the java installation, it creates a JRE symlink.
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.
For DB2 or 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 Microsoft SQL server, configure ODBC DSN.
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.
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:
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.
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.
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.
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.
Disable the Linux security feature, exec-shield-randomize (for RedHat Enterprise Linux) or kernel.randomize_va_space (for SuSe Linux). Both parameters control the functionality of Address Space Layout Randomization (ASLR), which is a security feature of modern operation systems to prevent malicious code from accessing low-level program code through static memory addresses. The out-of-box smstart script sends you an error message and does not start the server if exec-shield-randomize or kernel.randomize_va_space is on. If you use your own script instead of smstart, be aware that the server can start if the security feature is turned on, but it will stop later.
Take RedHat Enterprise Linux, for example. The /proc/sys/kernel/exec-shield-randomize file controls whether Exec-Shield randomizes VM mapping. You can turn off exec-shield-randomize by using any of the following options:
Use the following command:
echo 0 >/proc/sys/kernel/exec-shield-randomize
The default value for /proc/sys/kernel/exec-shield-randomize is 1.
Include the following line in the /etc/sysctl.conf file:
kernel.exec-shield-randomize=0
Include the following line in the /etc/grub.conf file:
exec-shield=0
(For 64-bit Linux only) Install the required libraries to support 32-bit Java on a 64-bit system by running the following command as “root”:
yum -y install glibc.i686
You may need to update /etc/yum.repos.d with the working links for the required package if necessary.
Caution: If the required 32-bit libraries are missing from the system, an “Unsupported java version” error will occur later when you configure or start the server by running the configure
or smstart
script. As a result, you will not be able to configure or start the server.
Install Service Manager in a development environment and then convert or push the installation to your production environment.
This installation only upgrades the Service Manager server. Refer to the Service Manager Applications Upgrade Guide for information about upgrading your Service Manager applications and data from previous versions.
To install the Service Manager 9.35 server, install the Service Manager 9.30 server and then apply the Service Manager 9.35 server patch.
Install Service Manager in a development environment and then convert or push the installation to your production environment.
This installation only upgrades the Service Manager server. Refer the Service Manager Applications Upgrade Guide for information about upgrading your Service Manager applications and data from previous versions.
Note: 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 9.35 server, complete the following tasks.
You can customize your server installation by modifying the Service Manager initialization file (sm.ini).
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 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 configuration program after install 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 tool 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.
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.
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. |
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:
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.
cd <install path>/Service Manager 9.30/Run
.smstart
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:
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:\Documents and Settings\user_name\Service Manager.
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.
You cannot upgrade previous Service Manager clients to the Service Manager 9.35 Windows client. Instead, simply install the Service Manager 9.35 Windows client in a new folder. HP recommends that you remove previous Service Manager clients.
Make sure that your client workstation meets these requirements:
Requirement | Recommended |
---|---|
OS | Windows 7 or 8 (32-bit or 64-bit) |
CPU | Pentium IV 2.4G or higher |
RAM | 4G |
HD | 1G |
Resolution | 1280 x 1024 (256 colors) |
Network | 100+ Megabit |
Login account | Local administrator account |
The Service Manager Windows client is mainly for Service Manager administrators and implementers. HP recommends that you use the web client for end users.
You can install a Service Manager Windows client 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 are using the Windows 7 or Windows 8 operating system, you must configure the compatibility mode before you install the Windows client.
You can connect to multiple servers from one Service Manager client. Each connection opens in its own window.
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:
The login account (User name/Password) that you want to define for a new client connection must already exist in Service Manager.
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. |
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), which is located in the <Service Manager installation path>\Client\ plugins\com.hp.ov.sm.client.common_x.xx folder.
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.
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-9.35.war or .ear file to your web application server. Some web application servers also require you to install the Sun J2SE Java Development Kit (JDK).
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 configuration file (web.xml).
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.
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.
Web application server | Deployment method |
---|---|
Apache Tomcat | Copy the webtier-9.35.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-9.35.ear file. |
Oracle WebLogic |
Open the administration console and deploy the webtier-9.35.war file. |
JBoss EAP |
Copy the webtier-9.35.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.
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-9.35\WEB-INF.
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 (IIS 7 or IIS 7.5) file to include the following five parameters:
Note: If you change the default application name from webtier-9.34, you will need to change the URI mappings to match your Web tier’s application name.
If you are upgrading an existing installation, you may need to make parameter changes in the Service Manager web tier configuration (web.xml) files 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.
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 |
To connect to Service Manager by using a browser:
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.
Note: If you deployed using the webtier-ear-9.35.ear file, you can find the webtier-9.35.war file archived inside the .ear file.
Accessible employee self-service web client: http://<server>:<port>/webtier-9.35/accessibility_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.
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.
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.
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.
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.
Open a web browser and navigate to the telephony web tier URL: http://<server>:<port>/webtier-9.35/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.
If the web client system has a properly installed JRE, the browser prompts you to install the CTI applet.
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.
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.
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).
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 online help systems to the Service Manager 9.35 help. You must install the Service Manager 9.35 help in a new folder or on a different system than your previous Help Server. HP recommends that you remove previous online help, but it is not required.
Caution: Make a backup of any customized Help files that you have created for your Service Manager clients.
Make sure that you meet the following requirements so that you can install the online help:
C:\Program Files\Apache Software Foundation\Apache2.2\htdocs
.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 HTML port (port 80). helpdirectory> is the name of the virtual directory, if any, you created on your web server.
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.
Help Server context: The virtual directory, if any, of the web server hosting your help.
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.
The Window client launches the help using this URL: http://<helpserverhost>:<helpserverport>/<helpServerContext>/
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.
web.xml
file from the sm/WEB-INF
folder of your application server installation.In the helpServerContext entry, type the name of the virtual directory where you publish the online help.
Note: It excludes the web server’s document directory path. For example, if the help is deployed in C:/Apache/2.2/htdocs/sm_help, the document directory path is C:/Apache/2.2/htdocs/ and the virtual directory name is sm_help. Therefore, the virtual directory name is sm_help.
web.xml
file.The web client launches the online help using the following URL:
http://<helpServerHost><helpServerPort><helpServerContext>
The Service Manager Client Configuration Utility enables you to customize a Windows installation for deploying to end users.
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:
The Client Configuration Utility has the following known issues:
Make sure that you meet the following requirements to install the client configuration utility:
Run setupwin32.exe.
The Service Manager Client Configuration Utility Setup wizard opens.
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:
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\HP\Service Manager9.35\Client\plugins\ com.hp.ov.sm.client.eclipse.user_9.35\src\resources\icons\obj16.
Follow these guidelines when you edit the splash screen image:
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\HP\Service Manager 9.35\Client\plugins\com.hp.ov.sm.client.common_9.35.xxxx\.
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.
<ServiceManagerHome>\plugins\com.hp.ov.sm.client.thirdparty_9.35.xxxx\lib;
The Service Manager Smart Analytics installation files are included in the Smart Analytics packages for Windows and Linux.
For information about how to install and configure the Service Manager Smart Analytics, see the Service Manager 9.35 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.
For information about installing and configuring the Knowledge Management search engine, see the Service Manager Knowledge Management Search Engine Guide, which is available from the Service Manager help in both HTML and PDF formats.
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.
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.
Type scservic -install.
This command creates a Windows service with the name specified by the ntservice parameter in the sc.ini file.
scstart
script in the <Service Manager installation path>\Server\LegacyIntegration\RUN folder.Start the Installer:
The ServiceCenter ODBC driver InstallShield Wizard opens.
Download the latest ODBC Driver patch from the following URL:
https://softwaresupport.hp.com/group/softwaresupport/search-result/-/facetsearch/document/KM00705452
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:
Navigate to <Service Manager installation path>\Server\ LegacyIntegration\RUN.
From the Windows Start menu, select Control Panel > Administrative Tools > Services.
Run the scstart script.
Select the service that you installed when you set up the legacy listener, and then click Start.
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
.
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:
Type scservic -remove.
This command removes the Windows service with the name specified by the ntservice parameter in the sc.ini file.
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:
Run the batch file:
The installation wizard starts.
The Service Manager installation 9.30 DVD comes with out-of-box reports that you can run using Crystal Reports. Using these reports requires the ServiceCenter ODBC driver and requires that the legacy listener is started.
See the Service Manager Operational Reports Guide for more information.
Follow these steps to uninstall Crystal Reports 2013 with SP3 and all the associated Language Packs:
Review your client and server customizations, client connections, and overall system performance. Correct any problems and retest the development 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.
Once you have completed the installation of Service Manager 9.35, you can view the Service Manager 9.35 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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