Richmond Web Services Installation Guide Web Reporting Version 10.0

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Richmond Systems Ltd, West House, West Street, Haslemere, Surrey, GU27 2AB

Tel: +44 (0)1428 641616 - Fax: +44 (0)1428 641717 - [email protected] - www.richmondsys.com

VAT Registered No. GB521 6220 90 Registered in England No. 2313585 Registered Office: 9 St George's Yard, Castle Street, Farnham, Surrey GU9 7LW

Richmond Web Services Installation Guide

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Richmond Web Services Installation Guide Page 2

1. Introduction

Welcome to the Richmond ServiceDesk Web Reporting installation guide. This guide is provided to help with the first-time installation of Richmond ServiceDesk Web Reporting. It is strongly advised that this guide is read thoroughly prior to attempting installation.

To discuss licensing, maintenance contracts, on-site upgrade support or general consultancy please contact your account manager or call 01428 641616 or email [email protected].

For Technical Support and documentation please contact us or visit the Customer Zone.

[email protected]

01428 647333

www.richmondsys.com/customerzone

UPGRADING?

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2. Contents

1. Introduction ... 2

2. Contents ... 3

3. What’s in the Web Reporting installation... 4

4. ServiceDesk Web Reporting Installation ... 4

5. Installation Steps ... 6

5.1 Verify IIS configuration... 10

6. Configuring Web Reporting database connection ... 11

Appendix ... 14

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3. What’s in the Web Reporting installation

Richmond Web Reporting

The Web Reporting interface allows Specialists to run Crystal Reports against ServiceDesk from the windows client or a web browser.

4. ServiceDesk Web Reporting Installation

4.1 Hardware Requirements

 32-bit or 64-bit Operating System  Dual-core 2GHz or higher CPU

 512 MB RAM above minimum OS memory requirements

 Minimum 310 MB disk space required (if installing all components)

4.2 Software Requirements

 Windows™ 7, 8, 8.1, 2008 R2, 2012, 2012 R2

 64-bit Operating System (IIS Application Pools must be set to run in 32 bit mode when using 64-bit server)

 ASP.Net 1.1 (included with installer)

 Web Server (IIS) Role installed with the following options  Common HTTP Features

 Default Document  HTTP Errors  Static Content  Security

 Windows Authentication (Optional)  Application Development  .Net Extensibility 3.5  ASP.Net 3.5  ISAPI Extensions  ISAPI Filters  Management Tools

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4.3 Conflicting Software

It is recommended to avoid installations of ServiceDesk, SQL Server and IIS on Domain Controllers. In addition, the following software is known to interfere with ServiceDesk installations/operation.

 URL Rewrite Module (for IIS)

 WSUS (Windows Server Update Services)  Exchange Web Services (OWA)

 SharePoint

 Network discovery/monitoring applications such as Centennial Discovery.

4.4 Browser Compatibility

 IE9 and up

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5. Installation Steps

1.

Run the Richmond_Web_Services.exe executable from your Richmond ServiceDesk CD or download location.

You may be prompted to install the Microsoft Visual C++ 2005 Redistributable SP1 + ATL; this is required to allow Web Reporting to function correctly.

2. Click Next at the following screen.

Note: Please ensure you have an operational ServiceDesk database BEFORE proceeding with these steps, as the web reporting interface

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3. Read and agree to the terms of the license agreement, then click Next.

4. At the Customer Information screen, enter the User Name and Organisation that this installation

of ServiceDesk should be registered to.

This screen also allows you to install ServiceDesk for all users of the computer, or only the user performing the installation.

Make your choice and click Next.

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8. Click Finish to complete the installation.

5.1 Verify IIS configuration

The Richmond installer should have automatically configured your IIS Server with all the necessary Application Pools. You can verify this in the IIS management console under Start > Control Panel >

Administrative Tools > Internet Information Services (IIS) Manager

Click on the Application Pools node in the left-hand tree.

Verify that the RSDReporting application pool exists, and that its attributes match those shown below.

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6. Configuring Web Reporting database connection

The following steps must be completed in order to provide Web Reporting with connectivity to your ServiceDesk SQL database. Further configuration options are available from within the Setup Console, but these steps must be completed as a bare minimum.

1. Go to Start > All Programs > Richmond Systems > SupportDesk > SupportDesk Web Interfaces >

Right-click the Self Service Portal & Web Reports Administration icon and choose Run as

Administrator.

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3. If, during installation, you changed the directory of your Web Reporting module from the default

location (C:\inetpub\wwwroot\supportdesk\SupportDeskReporting), then all fields will be blank and you will need to manually specify the location of your web.config file:

Click the ‘...’ button to open the file explorer and locate the web.config file. Alternatively, type the path directly into the Web Config File text box. Now click Load to load the settings into the console.

If you installed your Web Reporting to the default location on C:, then the correct path to your web.config file will already be set.

4.

Type the hostname or IP address of your MS SQL Server into the SQL Server text box.

(Please remember to include the instance name if you are running on an instanced SQL Server. - E.g. MyServer\SQLEXPRESS)

5. Type the name of your database into the Database text box (if different from RSUPDESK).

6.

Click Test to verify the connection settings. A successful test will display “SQL Server Connection

Completed Successfully”.

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8. If you have already installed the Richmond Web Client (Specialist Web), and the Self Service

Portal (SSP), you can also configure their database connection settings from this utility.

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Appendix

.Net Framework permissions

If the .Net Framework was installed before IIS, the correct permissions for Web Reporting may not have been applied.

To correct the permissions: either reinstall the .Net Framework or type the following command into

Start > Run and press OK:

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