Novell SERVICE DESK - INSTALLATION V6.1 Manual de usuario

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

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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.

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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.

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www.novell.com

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

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4Novell Service Desk 6.1 Installation Guide

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Contents 5

Contents

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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

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About This Guide 7

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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

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Overview

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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

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