SupportDesk Installation Guide Main Client Version

SupportDesk Installation Guide Main Client Version 6.9 – 8.5

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

RichmondSupportDesk

Introduction Welcome to the Richmond SupportDesk installation guide. This guide is provided to help with the first-time installation of the Richmond SupportDesk Main Client. It is strongly advised that this guide is read thoroughly prior to installing any of the Richmond SupportDesk components.

UPGRADING? ...always back up your SupportDesk database before upgrading!

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

Document Version History Date Version November 2010 1.0 Summer 2011 2.0 Spring 2012 3.0

SupportDesk Installation Guide

Author Andy Hopper Chris Ware Luke Thompson

Comments Document Creation Version 8.0 Included Document updated

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RichmondSupportDesk

Contents Introduction ............................................................................................................................................ 2 Document Version History .............................................................................................................. 2 Contents .................................................................................................................................................. 3 1.

What’s in the Main Client installation ............................................................................................ 4

1.1.

SupportDesk Windows Client ..................................................................................................... 4

1.2.

SupportDesk Management Console ........................................................................................... 4

1.3.

Alarms Module ............................................................................................................................ 4

1.4.

SupportDesk Setup Console ........................................................................................................ 4

1.5.

RTS Data Import Wizard .............................................................................................................. 4

1.6.

Database Creation Wizard .......................................................................................................... 4

2. 2.1

SupportDesk Main Client Installation ............................................................................................. 5 System Requirements ................................................................................................................. 5 SupportDesk Windows™ Client....................................................................................................... 5 SQL Server ....................................................................................................................................... 5

2.2

Installation Steps ......................................................................................................................... 6

2.3

Logging in to your new SupportDesk database ........................................................................ 14

3. 3.1

Troubleshooting ............................................................................................................................ 15 Error Trapping Exceptions ......................................................................................................... 15 Cause ............................................................................................................................................. 15 Solution ......................................................................................................................................... 15

3.2

Main Client Cannot Connect to SQL Server .............................................................................. 15 Cause ............................................................................................................................................. 15 Solution ......................................................................................................................................... 15

SupportDesk Installation Guide

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RichmondSupportDesk

1. What’s in the Main Client installation 1.1. SupportDesk Windows Client The SupportDesk Windows Client is the main client interface to the SupportDesk Database. The Windows client is used for the creation, tracking, and closing of Incidents, Problems and RFCs. The complete life-cycle of which can be monitored along with the creation of reports and statistics.

1.2. SupportDesk Management Console The SupportDesk Management Console provides live statistical data in a graphical reporting format. In addition to reporting the Management Console offers Drill Down capability to open individual Incidents that form part of the statistics.

1.3. Alarms Module The Alarms Module is used to receive SupportDesk Alarms. This is installed by default with the SupportDesk Windows Client. The Alarms Module can be minimized and run from within the System Tray. As new alarms are received by a SupportDesk User a small pop-up notification is presented from the System Tray. Clicking this notification will open the associated incident record.

1.4. SupportDesk Setup Console The Setup Console is used to administer the SupportDesk database and configure most aspects of SupportDesk.

1.5. RTS Data Import Wizard This is the import utility to import data from other OLE compliant data sources into the SupportDesk Database.

1.6. Database Creation Wizard The Database Creation Wizard is used to create the SupportDesk Database. This is automatically run during the installation of the SupportDesk Windows Client to create the SupportDesk Database, and the demo databases if you choose.

SupportDesk Installation Guide

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RichmondSupportDesk

2. SupportDesk Main Client Installation 2.1 System Requirements SupportDesk Windows™ Client  Windows™ XP, 2003, Vista, 7, 2008 (incl. R2)  Pentium class PC (1GHz or greater recommended)  Minimum 256 Mb RAM above minimum OS memory requirements  Minimum 100 Mb disk space required SQL Server – Depends on usage profile, but for a small user base:  Database requirements: Microsoft SQL Server 2005/2008/2008R2 (Standard, Enterprise, or Express editions)  1GB RAM above minimum OS memory requirements  1GHz processor (minimum)  Disk Space: Allow 1GB upwards to begin with, for growth. Microsoft SQL Server Version Any version from 2000 up to 2008 is suitable, including Express versions. If you do not already have an operational SQL server, you can download a free version called SQL Server Express from Microsoft here: http://www.microsoft.com/express/Database/InstallOptions.aspx (Recommend downloading the ‘Database with Management Tools’ version). **Please ensure that you know the ‘SA’ password for your SQL server, and that Mixed Mode Authentication is enabled. **

Conflicting Software It is recommended to avoid installations of SupportDesk\SQL Server\IIS on Domain Controllers.

SupportDesk Installation Guide

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RichmondSupportDesk

2.2 Installation Steps 1. If installing from CD: Insert the CD into the CD drive of the computer on which you wish to install SupportDesk. The CD will auto run and the screen below will be displayed. If installing from Customer Zone or Evaluation download: Ensure that you have copied the installer to your local hard disk. Run the SDMain.exe installer and skip to Step 2. **Note to Windows Vista/7/2008 users** Due to changes in the way Windows handles file and registry access on these platforms, please ensure that you log in as a LOCAL ADMIN before attempting to install SupportDesk. Even Domain Admins do not have the full suite of privileges required during installation. In addition, remember to right-click and select ‘Run as Administrator’.

SupportDesk Installation Guide

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RichmondSupportDesk 2. Click the icon labelled ‘Main’. The install process will now begin and you will see the following screen:

Click ‘Next’ at this screen. 3. To continue with the installation you will need to read and accept the terms of the license agreement.

Select the relevant radio button and click ‘Next’.

SupportDesk Installation Guide

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RichmondSupportDesk

4. At the Customer Information screen, enter the User Name and Organisation that this installation of SupportDesk should be registered to.

This screen also allows you to install SupportDesk for all users of the computer, or only the user performing the installation. If you choose ‘Anyone who uses this computer (all users)’, then the Richmond Systems program group will be visible to all computer users. If you choose ‘Only for me ()’, then the Richmond Systems program group will only be visible to the user that performed the installation. Click ‘Next’.

SupportDesk Installation Guide

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RichmondSupportDesk 5. On the Database Installation screen you are presented with the following options.

Your choice will depend upon whether you are evaluating SupportDesk or are an existing user, and whether or not you already have an operational SQL Server in your organisation. The first option (‘Install a blank SupportDesk database onto an existing SQL Server’) will create a blank copy of the SupportDesk database onto the server you specify at the next screen. This option is most suitable for businesses, and should be used if you have purchased a license and are starting a new help desk, or are using an evaluation license and wish to start from scratch. The second option (‘Install a blank SupportDesk database for education establishments’) will also create a blank copy of the SupportDesk database which contains some default settings designed specifically for schools and other educational establishments. In addition to the blank databases, you are also able to install a sample database containing demo data so you can quickly see what the product looks like ‘in use’.   

To install the ‘Business’ demo, select ‘Also install an example SupportDesk database’. To install the ‘Education’ demo, select ‘Also install an example SupportDesk education database’. If you do not wish to install a sample database, do not select either of these options.

If you already have an existing SupportDesk database installed on a server, and only wish to install the Windows client on a user’s computer, select ‘Don’t install a database, install the application only’. Click ‘Next’.

SupportDesk Installation Guide

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RichmondSupportDesk (If you choose the ‘Don’t install a database, install the application only’ option, then skip to step 7 of this document. Otherwise, continue reading below.)

6. At the Database Server screen, you will need to specify the name of the SQL Server on which you would like to create your SupportDesk database, and the server’s ‘SA’ account password. If you cannot remember your server’s name, you can click the ‘Browse’ button for a list of discovered SQL Servers on your LAN.

Click ‘Next’. NOTE: The mouse pointer will become an hourglass and the ‘Next’ button will be greyed-out whilst the connection to your SQL Server is tested. This should only take a couple of seconds, depending on your network. If a connection problem is encountered an error message detailing the problem will be presented. If the connection test is successful the mouse pointer will return to normal and the ‘Next’ button will be active once again, but the screen will not have changed beyond that. If the test was successful, click ‘Next’ again.

SupportDesk Installation Guide

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RichmondSupportDesk 7. After the appropriate Database Installation option has been chosen, the Setup Type screen will be displayed.

Choosing the ‘Complete’ setup type will install all of the following features:      

SupportDesk: Main SupportDesk application. Alarms: Provides notification of SupportDesk events. Management Console: Provides management level statistics, charting and KPI’s. Data Import Utility: Allows importing of data from other systems into the SupportDesk database. Database Creation Wizard: Allow installation of the SupportDesk database onto a Microsoft SQL Server. SupportDesk Setup Console: Provides advanced setup and configuration for SupportDesk.

Choosing the ‘Custom’ setup type and clicking ‘Next’ will allow you to choose which of the above features are to be installed and the location for the install files.

SupportDesk Installation Guide

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RichmondSupportDesk 8. When the preferred Setup Type has been chosen, the following screen will be displayed:

Click ‘Install’. 9. During the installation of SupportDesk, the following status window will be displayed.

SupportDesk Installation Guide

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RichmondSupportDesk

10. The following window will be displayed when the installation is complete.

Tick the ‘Launch SupportDesk’ checkbox if you wish, and then click ‘Finish’.

SupportDesk Installation Guide

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RichmondSupportDesk

2.3 Logging in to your new SupportDesk database The following screen is presented when you launch the application from the SupportDesk shortcut on your Desktop or Start Menu.

To log into SupportDesk, use the following details:   

User ID: Richmond Password: Richmond Database: rsupdesk

You will be prompted to enter the serial number and have to log back into SupportDesk.

SupportDesk Installation Guide

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RichmondSupportDesk

3. Troubleshooting 3.1 Error Trapping Exceptions ‘SHRINKER.ERR’ / “GridEX20.ocx” / “Dispatcher initialisation error trapping exceptions” error when using windows client Cause Data Execution Prevention (DEP) blocking SupportDesk. Solution Go to Start > Control Panel > System > Advanced Tab > Performance Settings > Data Execution Prevention tab. If “Turn on DEP for all programs and services except those I select” is enabled, click the ‘Add’ button and browse to your SupportDesk.exe file. (Default location is C:\Program Files\Richmond Systems\SupportDesk\SupportDesk.exe) Click ‘Open’ and then apply the changes.

3.2 Main Client Cannot Connect to SQL Server Windows client on a remote computer cannot connect to SupportDesk database on SQL Server 2005 Express or SQL Server 2008 Express Cause By default, the express editions of SQL Server do not allow remote connections (i.e. connections to the database by any computer other than the one hosting it). Solution Please see the following articles for information on configuring SQL Server Express to accept remote connections: For SQL Server 2005 Express: http://support.microsoft.com/kb/914277 For SQL Server 2008 Express: http://tiny.cc/SQL2008ExpRemoteConnsCfg

SupportDesk Installation Guide

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