Novell SERVICE DESK - INSTALLATION V6.1 Bedienungsanleitung

Novell®

www.novell.com

novdocx (en) 16 April 2010

AUTHORIZED DOCUMENTATION

Novell Service Desk 6.1 Installation Guide

Service Desk

6.1

October 11, 2010

Installation Guide

novdocx (en) 16 April 2010

Legal Notices

Novell, Inc. makes no representations or warranties with respect to the contents or use of this documentation, and

specifically disclaims any express or implied warranties of merchantability or fitness for any particular purpose.

Further, Novell, Inc. reserves the right to revise this publication and to make changes to its content, at any time,

without obligation to notify any person or entity of such revisions or changes.

Further, Novell, Inc. makes no representations or warranties with respect to any software, and specifically disclaims

any express or implied warranties of merchantability or fitness for any particular purpose. Further, Novell, Inc.

reserves the right to make changes to any and all parts of Novell software, at any time, without any obligation to

notify any person or entity of such changes.

Any products or technical information provided under this Agreement may be subject to U.S. export controls and the

trade laws of other countries. You agree to comply with all export control regulations and to obtain any required

licenses or classification to export, re-export or import deliverables. You agree not to export or re-export to entities on

the current U.S. export exclusion lists or to any embargoed or terrorist countries as specified in the U.S. export laws.

You agree to not use deliverables for prohibited nuclear, missile, or chemical biological weaponry end uses. See the

Novell International Trade Services Web page (http://www.novell.com/info/exports/) for more information on

exporting Novell software. Novell assumes no responsibility for your failure to obtain any necessary export

approvals.

stored on a retrieval system, or transmitted without the express written consent of the publisher.

Novell, Inc.

404 Wyman Street, Suite 500

Waltham, MA 02451

U.S.A.

www.novell.com

Online Documentation: To access the latest online documentation for this and other Novell products, see

the Novell Documentation Web page (http://www.novell.com/documentation).

novdocx (en) 16 April 2010

Novell Trademarks

For Novell trademarks, see the Novell Trademark and Service Mark list (http://www.novell.com/company/legal/

trademarks/tmlist.html).

Third-Party Materials

All third-party trademarks are the property of their respective owners.

4Novell Service Desk 6.1 Installation Guide

novdocx (en) 16 April 2010

Contents 5

Contents

novdocx (en) 16 April 2010

About This Guide 7

1Overview 9

2 System Requirements 11

2.1 Server Requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11

2.2 Database Requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12

3 Installing the Novell Service Desk 15

3.1 Downloading the Service Desk Software . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15

3.2 Installing Service Desk . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15

3.2.1 Operating System Supports a GUI Installer. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15

3.2.2 Operating System Does Not Support Direct Execution of the JAR files . . . . . . . . . . 15

3.2.3 Operating System Does Not Support a GUI Installer . . . . . . . . . . . . . . . . . . . . . . . . 16

3.3 Creating the Schema . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16

6Novell Service Desk 6.1 Installation Guide

novdocx (en) 16 April 2010

About This Guide 7

novdocx (en) 16 April 2010

About This Guide

This Novell Service Desk 6.1 Installation Guide includes information to help you successfully install

Novell Service Desk on a device.

The information in this guide is organized as follows:

Chapter 1, “Overview,” on page 9

Chapter 2, “System Requirements,” on page 11

Chapter 3, “Installing the Novell Service Desk,” on page 15

Audience

This guide is intended for administrators.

Feedback

We want to hear your comments and suggestions about this manual and the other documentation

included with this product. Please use the User Comments feature at the bottom of each page of the

online documentation, or go to the Novell Documentation Feedback site (http://www.novell.com/

documentation/feedback.html) and enter your comments there.

Additional Documentation

Novell Service Desk is supported by other documentation that you can use to learn about and

implement the product. For additional documentation, see the Novell Service Desk documentation

Web site (http://www.novell.com/documentation/servicedesk6)

8Novell Service Desk 6.1 Installation Guide

novdocx (en) 16 April 2010

Overview

novdocx (en) 16 April 2010

Overview

Novell Service Desk 6.1 is a complete service management solution that allows you to easily

monitor and solve services issues so that there is minimal disruption to your organization, which

allows users to focus on the core business. Novell Service Desk provides an online support system

to meet the service requirements of all your customers, administrators, supervisors, and technicians.

The key capabilities include:

User-friendly interface that offers an easy-to-use Knowledge Base and Request tracking system

for your customers.

Easy-to-use tools that enable technicians to offer the most effective and efficient support

service.

Comprehensive management and reporting for the service desk, its technicians, and all support

issues.

The Novell Service Desk software solution is completely Web-based and is highly scalable. The

application can be deployed on Windows or Linux and supports a variety of RDBMS.

Novell Service Desk has the following editions available:

Novell Service Desk for Incident Management: Includes Incident, Configuration, and

Service Level Management (Basic) functionality with an emphasis on internal or external

customer support.

Novell Service Desk for ITIL Management: A comprehensive service management solution

that is fully compliant with Information Technology Infrastructure Library (ITIL) standards.

Novell Service Desk for ITIL Management supports eleven core ITIL processes including

Request, Incident, Problem, Change, Configuration, and Service Level Management. This

enterprise-wide solution delivers complete customer service and support for any size of

organization.

10 Novell Service Desk 6.1 Installation Guide

novdocx (en) 16 April 2010

Dieses Handbuch passt für folgende Modelle

Inhaltsverzeichnis

Andere Novell Software Handbücher

Novell

Novell APPARMOR 2.1 - Bedienungsanleitung

Novell

Novell CLIENT FOR LINUX 2.0 SP1 - ADMINISTRATION Bedienungsanleitung

Novell

Novell IDENTITY MANAGER 3.6.1 - ENTITLEMENTS Bedienungsanleitung

Novell

Novell GROUPWISE 7 - DISTRIBUTION LISTS Bedienungsanleitung

Novell

Novell GROUPWISE 8 - MONITOR Bedienungsanleitung

Novell

Novell EDIRECTORY 8.8 - GUIDE Bedienungsanleitung

Novell

Novell ZENWORKS 10 CONFIGURATION MANAGEMENT SP3 - NETWORK DISCOVERY DATABASE... Kurzanleitung

Novell

Novell OPEN WORKGROUP SUITE SMALL BUSINESS EDITION 9.3 -... Bedienungsanleitung

Novell

Novell POLICIES IN IMANAGER 3.6.1 - 06-05-2009 Bedienungsanleitung

Novell

Novell GROUPWISE 8 - WEBACCESS Bedienungsanleitung

Novell

Novell ZENWORKS 7.2 LINUX MANAGEMENT - SCENARIOS 2... Bedienungsanleitung

Novell

Novell ZENWORKS 10 CONFIGURATION MANAGEMENT SP3 - COMMAND LINE UTILITIES REFERENCE 10.3... Bedienungsanleitung

Novell

Novell SENTINEL 6.1 SP2 - INSTALLATION GUIDE... Bedienungsanleitung

Novell

Novell ZENWORKS LINUX MANAGEMENT 7.2 IR2 - ADMINISTRATION GUIDE... Bedienungsanleitung

Novell

Novell GROUPWISE 7 - USERS Bedienungsanleitung

Novell

Novell GROUPWISE 7 - MESSAGE TRANSFERT AGENT Bedienungsanleitung

Novell

Novell GROUPWISE 7 ASYNC GATEWAY - INSTALLATION AND... Bedienungsanleitung

Novell

Novell BUSINESS CONTINUITY CLUSTERING 1.1 SP1 Bedienungsanleitung

Novell

Novell IDENTITY MANAGER 3.6.1 Bedienungsanleitung

Novell

Novell ENHANCED SMART CARD METHOD 3.0.1 - INSTALLATION... Bedienungsanleitung

Novell

Novell IDENTITY ASSURANCE SOLUTION 3.0.2 -... Bedienungsanleitung

Novell

Novell IDENTITY MANAGER ENTITLEMENTS SERVICE DRIVER 3.6.1 -... Bedienungsanleitung

Novell

Novell IFOLDER 3.8 - CROSS-PLATFORM Bedienungsanleitung

Novell

Novell LINUX ENTERPRISE DESKTOP 11 - ADMINISTRATION GUIDE... Benutzerhandbuch

Beliebte Software Handbücher anderer Marken

COMPRO

COMPRO COMPROFM Bedienungsanleitung

Muratec

Muratec OFFICEBRIDGE ONLINE Bedienungsanleitung

Oracle

Oracle Contact Center Anywhere 8.1 Bedienungsanleitung

Adobe

Adobe 65007312 - Photoshop Lightroom Handbuch

Avaya

Avaya NULL One-X for RIM Blackberry Bedienungsanleitung

HP ProLiant BL420c Bedienungsanleitung

PS Audio

PS Audio PowerPlay Betriebsanleitung

Brady

Brady LOCKOUT PRO 3.0 Service-Handbuch

Avaya

Avaya Interaction Center Bedienungsanleitung

Texas Instruments

Texas Instruments TI-83 Plus Silver Edition Handbuch

Oracle

Oracle Application 9i Bedienungsanleitung

Acer

Acer RDM Bedienungsanleitung

Canon

Canon Vixia HF21 Bedienungsanleitung

Canon

Canon ZR950 Bedienungsanleitung

Samsung

Samsung Auto Backup Bedienungsanleitung

Polycom

Polycom Vortex EF2201 Montage- und Bedienungsanleitung

Brocade Communications Systems

Brocade Communications Systems Brocade 8/12c Bedienungsanleitung

Lexmark

Lexmark Apps Service-Handbuch