sd configuring service pages

8/3/2019 Sd Configuring Service Pages

1/24

Copyright 2004 Page 1 of 24

Sup po rt Guid e fo r hp OpenView Serv ice Desk

Con figur ing Serv ice Pages


2/24


Table of Contents:

Description........................................................................................................................ 3Objectives2

Installation on W indows XP................................................................................................. 4

Preparations................................................................................................................... 4

Installing Service Pages...... ....... ...... ...... ....... ....... ...... ...... ....... ...... ...... ...... ....... ...... ...... ..... 4

Configuring Service Pages ............................................................................................... 5

Installing and Configuring the JSDK....... ...... ...... ...... ....... ...... ...... ...... ....... ...... ..... ...... ...... 5

Configuring the Service Pages XML File....... ...... ...... ....... ...... ...... ...... ...... ....... ...... ..... ...... . 5

Install Tomcat as a Service............ ...... ...... ....... ..... ...... ...... ....... ...... ..... ...... ...... ....... ...... .. 5

Installation on NT Server.. ....... ...... ...... ...... ..... ....... ...... ...... ....... ...... ...... ...... ....... ...... ...... ..... . 6

STEP 1 Installing the Operating System............ ...... ...... ....... ..... ...... ...... ....... ...... ..... ...... .... 6

STEP 2 Microsoft Management Console....... ...... ...... ....... ...... ...... ...... ...... ....... ...... ..... ...... . 6

STEP 3 Installing JRE....... ....... ...... ...... ...... ....... ...... ...... ....... ...... ...... ...... ....... ...... ...... ..... . 7STEP 4 - Installing JRUN ...... ....... ...... ...... ....... ....... ...... ...... ....... ...... ...... ...... ....... ...... ...... ... 8

STEP 5 - Configuring JRUN...... ....... ...... ...... ....... ....... ...... ...... ....... ...... ...... ...... ....... ...... ...... 8

STEP 6 Install the Service Pages....... ...... ...... ...... ....... ...... ...... ...... ....... ...... ..... ...... ....... ..... 9

STEP 7 Set up IIS directories for SSP files.... ...................... ...... ...................... ............ ....... 9

STEP 8 Edit the PSP.CONF file ....... ...... ...... ...... ....... ...... ...... ...... ....... ...... ..... ...... ....... .... 10

Configuring Service Desk 4.5 Service Pages to work with Tomcat and Microsoft IIS.. ............... . 10

Installation on Unix........................................................................................................... 12

Preparations................................................................................................................. 12

Installing Service Pages...... ....... ...... ...... ....... ....... ...... ...... ....... ...... ...... ...... ....... ...... ...... ... 13

How to install/ compile Apache HTTP Server on UNIX Platform....................... ............ ......... 13

Tips and tricks: ............................................................................................................. 15

NOTE FOR HP-UX 10.20 ONLY....... ...... ...... ...... ....... ...... ...... ...... ....... ...... ..... ...... ....... ..... 15Solaris tip ....................................................................................................................... 15

Troubleshooting installation problems....... ...... ...... ...... ....... ...... ...... ...... ....... ...... ..... ...... ....... . 16

Why is the order important?........................................................................................... 16

Windows Installer ...................................................................................................... 16

Java Runtime vs. Java Development kit ....... ...... ...... ....... ...... ...... ...... ...... ....... ...... ..... ...... ... 16

Known Problems and Their Solutions....... ...... ...... ...... ....... ...... ...... ...... ....... ...... ..... ...... ....... .. 17

General....................................................................................................................... 18

Service Desk 4.0........................................................................................................... 18

Service Desk 4.5........................................................................................................... 19Appendix: How to configure Service Desk with a secure SSL connection...22


3/24


Description

This Online Guide is part of the hp OpenView Service Desk Service Pages and describes theInstallation and Troubleshooting of Service Desk Service Pages.

Objectives

At the completion of this Guide one should be able to: Configure and Install Service Desk Service Pages.

Troubleshoot problems of Service Desk Service Pages.

Service Desk versions

hp OpenView Service Desk 4.0



4/24


Installation on W indows XP

NOTE: If everything is to be installed on one machine (server, client, service pages, and agent),then the Java Runtime Environment should not be installed; install the Java SoftwareDevelopment Kit instead. The development kit contains a Java Runtime Environment as well, sothere is no need to install a second one.

Preparations

1. Make a plan for the Service Desk environment based on the documents aboutperformance and scalability and the supported platform list.

2. Verify that the system requirements meet the minimum requirements for Service Desk asdescribed in the Installation guide.

3. Install a database server on a separate machine (Oracle or SQL Server), called thedatabase server.

4. Configure the database server according to the Installation and Administrators guides.

Installing Service Pages

NOTE: A working application server is necessary to be able to work with service pages.


2. Install a Java Software Development Kit that meets the minimum requirement for theservice pages described in the Installation and Administrators guides.

3. Configure the Java Software Development Kit correctly according to the Installationguide.

4. Set JAVA_HOME environment variable to the path on which the Java SoftwareDevelopment Kit has been installed.

5. Add to the PATH environment variable the %JAVA_HOME%\bin folder.

6. Install the Microsoft Windows Installer on the service pages machine.

7. Install the service pages software on that machine.

8. At the end of the installation a new environment variable will be made calledTOMCAT_HOME pointing to the installation folder of the service pages.

9. Reboot the machine. Changes to the environment are only initialized after a reboot.

10. Edit the web.xml file to point to a running application server (C:\Program Files\Hewlett-Packard\OpenView\Service Desk 4.5\service pages\webapps\sd-sp45\WEB-INF).


5/24


11. Install all the services for the application servers by running the installtomcatservice.batfile in the bin folder of the installation folder of service pages.

12. Start the service pages by going to Control Panel -> Administrative Tools -> Services,and starting the hp OpenView Service Desk 4.5 tomcat service.

13. Open a web browser and open the webpage http://localhost:8080/sd-sp45/index.html

Configuring Service Pages

Once Service Desk Service Pages are installed, install the JSDK Java Development Kit and then

configure the Service Pages XML file if necessary.

Installing and Configuring the JSDK

The JSDK is in the JSDK folder which is a sub-folder of the tools folder of the Service Desk 4.5CD-ROM.

1. Navigate to the Service Desk 4.5 CD-ROM:\tools\JSDK folder.2. Double-click the file j2sdk-1_3_1_03-win.exe.3. The JSDK install wizard will appear, accept all the defaults.

NOTE: If the program asks to overwrite a newer version, click OK.4. When the JSDK is installed, open the Windows Control Panel and double-click

System.5. Click the Advanced tab, and click the Environment Variables button.6. Click New in the System Variables area. The New System Variable dialog box will

appear.7. Enter JAVA_HOMEin the Variable Name field, and the location of the JSDK in

the Variable Value field. If the default has been used, this will be C:\jdk1.3.1_03

Configuring the Service Pages XML File

Before Service Pages can connect to the Service Desk server, edit the Service Pagesconfiguration file web.xml. This file can be found in the \\Service Desk 4.5\servicepages\webapps\sd-sp45\WEB-INF\ folder where Service Pages was installed. Alternatively, thisfile can be opened from the Start menu. To configure the Service Pages XML file use the pathStart -> All Programs -> hp OpenView service desk 4.5 -> service pages -> change

configuration. The web.xml file will be opened using the default HTML editor.

Locate the following line:localhostChange localhost to the name of the server and save and close the file.

CAUTION:

When trouble-shooting, one will most likely want to check Tomcats Jasper error log (this will begenerated in the \\service pages\logs folder). If the verbosity level is changed in the Jasper logLogVerbosityLevel parameter of \\service pages\conf\web.xml to anything lower than the defaultWarning, please be aware that a log file will be generated containing not only the desireddetailed error information, but also sensitive security related data.

Install Tomcat as a Service


6/24


Run the installtomcatservice executable that can be found in \Service Desk 4.5\ServicePages\bin. see p.177 of the Installation Guide.

Installation on NT Server

NOTE:

This installation was done on NT4/SP5 with IE 4.01/SP2

Installation was done on drive C, so change the drive letter where it applies to the setup.

STEP 2 (below), this step can be applied to IIS 5, but the GUI interface is slightlydifferent, so the equivalent screen option must be found.

From STEP 3 (below) on the instructions can be applied to IIS 5/w 2000 Server andAdvanced Server.

Stop the (IIS 4/5) WWW Publishing Service with the control panel not the MMC.

If using a proxy server, configure the browser so that it can bypass the proxy server forlocal addresses.

STEP 1 Installing the Operating System

1. Install NT Server 4, install Option Pack 4(includes IIS 4), apply Service Pack 5, and thenapply IE 4.0/w Service Pack 2(or better).

2. Reboot.3. Check services to be sure that IIS 4 is running. Then go to Start->Windows NT Option Pack-

>Product Documentation. Test the sample web site and click around the document. On thebrowser, http://localhost can also be specified.

STEP 2 Microsoft Management Console

1. Start the MMC (Microsoft Management Console)2. In the Explorer tree, find the machine name under Internet Information Server3. Right-click properties4. On the pull down WWW Service should be seen as the first choice. Click the edit button.

Go to the Operators tab, the operator should be administrator. Go to the Home Directorytab, access permissions should be READ and LOG ACCESS. Go to the Directory Securitytab, verify that Allow Anonymous is checked and Windows NT Challenge/Response is alsochecked (IIS 5 Integrated Windows Authentication).

NOTE: Basically the defaults for the WWW Service Master Properties for are accepted.


7/24


STEP 3 Installing JRE

1. Install the JRE (Java Runtime Environment) from Sun. It can be retrieved from the Toolsdirectory/folder on the Service Desk distribution CD or can be downloaded from Sun. Besure to install version 1.2.2.

2. Accept the defaults in the installation.3. Test the install by opening a DOS-BOX and type java version. Classic VM (build JDK-

1.2.2_005, native threads, symcjit) should be displayed.

4. Install the JSDK 2.0 (usually install is in C:\JSDK2.0). This JSDK is not available on theService Desk CD. It must download it from

http://java.sun.com/products/servlet/download.html. Accept the defaults.

The web.xml file

Problem:

While creating a Servlet Definition in the JMC (step 3) and clicking the update button, an errormessage may appear. The real problem probably is that the file web.xml in the /SSP/WEB-INF cannot be written.

Work-around:

Create the file web.xml manually. The file should contain:

Self Service PagesService Desk SSPstartconfigFileLocationC:\\Program Files\\Hewlett-Packard\\OpenView\\Service Desk3.0\\SSP\\confPSPstartPSPstartPSPstart

where C:\Program Files\Hewlett-Packard\OpenView\Service Desk 3.0\SSP is the directory wherethe SSP software is installed. Note the double backslashes in the path name.


8/24


STEP 4 - Installing JRUN

1. Start the JRUN 3.0 installation process.2. Leave serial number blank for development edition or enter valid license number. (JRUN isnot distributed/bundled with Service Desk. It must be acquired separately).Jrun 3.0 can be downloaded from www.allaire.com orhttp://www.macromedia.com/support/jrun/updates/3/updates_31.html

3. Following the wizard.choose installation directory.4. Select custom install and elect to install the demo (this will be used to test the JRUN/IIS4/5

connection)5. Keep install services checked.6. Select highest version of JRE found. In this case select 1.2.2.1.7. JRun admin port used was 8000, which was provided by the install, but if the install should

display another value for the port, accept it.8. Enter a password for the Administrator.9. Uncheck product info.10. Configure external web services.

STEP 5 - Configuring JRUN

1. Shut down WWW Publishing Service using the Control Panel (not through the MMC).2. Point the browser to http://localhost:8000 (or the port number used). This goes to the JRun

Admin page (The JRun Management Console). The JRun Admin Server service must berunning.

3. Click the Connector Wizard option4. Select JRun Default Server

5. Select IIS4 or IIS5. Select IIS4 for NT Server. Select intel-win.6. Enter JRun server IP 127.0.0.1 (IIS and JRun are on the same box).7. JRun Server connector port 51000 (there might be another value)8. Fill in the path for the IIS script directory (usually \inetpub\scripts)9. Leave install as global filter checked.10. Restart WWW Publishing Service (using control panel).11. Stop and restart the JRun Default Server.12. Restart JRun default service.13. Open browser and test IIS/JRun connection by going to http://localhost/demo/index.html. One

should see the Allaire JRun home page. Run some sample servlets installed with the demo. Ifunable to run servlets, check if the JRun connector filter was installed and is being used byIIS. Go to the WWW Master Server Properties for (see STEP 2), click theedit button and go to the ISAPI filter tab. The JRun connector filter should appear in this list.

This filter will not install if the WWW Publishing Service is running during this STEP 5.1 5.11.


9/24


STEP 6 Install the Service Pages

1. Start the Service Desk install program and select the SSP installation button. Follow thewizards instructions. Select the Shared Installation option when at that screen.2. Set install directory to \SSP (this should be the default).3. On the Apache install option, select no.4. When finished exit the install program.

STEP 7 Set up IIS directories for SSP files

1. In Control Panel, shut down the WWW Publishing Service.2. On the MMC, go to the Default Web Site, and right-click3. Select properties4. On the property window find the Home Directory tab.5. Under the permissions section check Execute (including scripts)6. Go to the Default Web Site, right-click and select new. This will start the Virtual directory

creation wizard.7. Accept the defaults except that the virtual directory name is sdfiles (enter \SSP when the wizard asks for path), at the permissions screen, select the first twocheck boxes.

8. Start the JMC from the browser (http://localhost:) (the default value for this port is8000 from step 5.2)

9. Log in as admin.10. Go to JRun default server (in the left pane), then Web Applications.11. Select Create an Application in the right pane.12. Select JRun Default Service, enter SSP (the application name), enter the application url as

/ssp, enter the application root as C:\Program Files\Allaire\JRun\servers\default\SSP

13. Click the create button.14. Go to JRun default servlets -> Web Applications -> SSP -> Servlet definitions Click edit in

the right pane.15. (Be careful entering this data, java is case sensitive).

Name: start,Class name: PSPstartDisplay name: PSPstartDescription: PSPstartLeave small and large icons blankInit args: configFileLocation=C:\\Program Files\\Hewlett-Packard\\OpenView\\Service Desk3.0\\SSP\\conf

16. Click the update button.17. An error will be received that is documented in the SSP installation guide on p. 20.

18. Copy and paste to notepad and remove all non-xml code.(or copy and paste from end ofdocument)19. Adjust the filespath to reflect the installation paths.20. Save file as web.xml (this replaces the original)21. Go back to JMC, then JRun default servers, Web Applications, SSP, Servlet definitions and

redo step 15 of this STEP. The update should not give the documented error.22. Stop and restart the JRun Default Server service.23. Copy all class files(.class extention) from \SSP\web directory to \servers\default\ssp\web-inf\classes directory.24. Copy the classes.zip file and the jclark.zip file to \lib\ext directory


10/24


STEP 8 Edit the PSP.CONF file

1. Edit the psp.conf file found in the \SSP\conf directory and changePSP.imageURL=http:///sdfiles/xsl and save the file. Be sure tocheck that the other values in this file make sense.

2. Restart the WWW Publishing Service.3. Test SSP by opening the browser and entering the url:

http:///ssp/servlet/startNote: it might be necessary to restart the JRun Default Service.

Configuring Service Desk 4.5 Service Pages to work with

Tomcat and Microsoft IIS

The following instructions were used to install Service Desk 4.5 service pages on a Windows2000 SP3 server using IIS and Tomcat 4.0 that comes on the Service Desk 4.5 CD.

Please note that this solution is not on the Service Desk 4.5 Supported platforms list(http://www.openview.hp.com/sso/ecare/getsupportdoc?docid=OV-EN007678). Theconfiguration of IIS and its connection to Tomcat is the responsibility of the user. HP Supportwill support Tomcat 4.0 and its built in apache server when diagnosing the service page setup.There should be no problems with IIS and Tomcat but if any IIS performance issues occur thenthey will not be HP's responsibility to diagnose.

1. Download Service Desk 4.0 Installation Guide from the www.openview.hp.com site.

1. Go to www.openview.hp.com

2. Under support and services click technical support link

3. Under using hp software click product manuals link

4. In select product box choose service desk

5. In select version box choose 4.0

6. In select OS box choose Windows

7. In select product manual box choose installation guide - Aug 01 (.pdf) and download thismanual.

2. Find "IIS How To" at the http://jakarta.apache.org/ site. Search for the Tomcat 4.0/4.1 IIS HowTo instructions.

1. Go to http://jakarta.apache.org/

2. Click search Jakarta

3. Type 'IIS How To' in the search box and press Google Search


11/24


4. Click IIS How To link and book mark this page.

3. Download a recent version of the isapi_redirect.dll from http://jakarta.apache.org/ site.

1. Go to http://jakarta.apache.org/

2. Under downloads click the Binaries link.

3. On this page search for 'Tomcat Web Server Connectors'

4. Click JK 1.2 Binary Releases link

5. Click win32/ link

6. Download isapi_redirect_x.x.x.dll and save it to the local computer. As of December 20,2003 the current release is isapi_redirect_1.2.5.dll

7. Rename isapi_redirect_1.2.5.dll to isapi_redirect.dll

8. Save isapi_redirect.dll to C:\Program Files\Hewlett-Packard\OpenView\service desk4.5_sp5\service pages\bin or where ever service pages are installed.

4. Configure Tomcat to communicate with Microsoft IIS.

1. Use the 'IIS How To' document to configure Tomcat and IIS

2. When installing Service Desk 4.5 service pages Tomcat gets installed in the followingdirectory - C:\Program Files\Hewlett-Packard\OpenView\service desk 4.5_sp5\servicepages. It is very important to note that TOMCAT_HOME=C:\Program Files\Hewlett-Packard\OpenView\service desk 4.5_sp5\service pages and not c:\jakarta-tomcat statedin the documents.

3. The only issue that one may encounter with this configuration is making sure the

uriworkermap.properties file is configured correctly. Here are the settings that worked inthe test environment:

# Mount connector to the ajp13 worker

default.worker=ajp13

/examples/*.jsp=$(default.worker)

/*/*.jsp=$(default.worker)

/sd-sp45/*.jsp=$(default.worker)

4. Test Tomcat and IIS by running the jsp programs at

http://localhost/examples/jsp/index.html . If the programs run properly then proceed tostep 5. If they do not, please consult the trouble shooting section of the 'IIS How To'document.

5. Configure Service Desk 4.5 service pages to use Tomcat and Microsoft IIS.

1. Open the Service Desk 4.0 Installation Guide and go to page 91 - 'Installing ServicePages.' Even though this document was created for 4.0 it is relevant for 4.5. Follow theinstructions for Connecting Tomcat and IIS Web Server on Windows NT and Windows2000.


12/24


2. On page 100 it discusses creating 2 virtual directories, one called jakarta and one calledsd-sp4. From the step 4 a virtual directory for jakarta would have been created, so thiswill not need to be done again. When creating the virtual directory for service pages

please name it sd-sp45 instead of sd=sp4.

3. Restart Toncat and IIS

4. Test the service pages by trying http://localhost:8080/sd-sp45/index.html. This link willuse Tomcat's built in Apache Server to deliver the pages. Service Pages will start and itshould be possible to login. If service pages do not start then there is a problem withtomcat. Check the JAVA_HOME variable and try starting Tomcat manually, not from theWindows services tool.

5. If step d. worked then test the service pages by going to http://localhost/sd-sp45/index.html. Service Pages will start using IIS and it should be possible to login, ifnot then there is a problem with the isapi_redirect connection. Please check to see if the

filter arrow is green as displayed on page 107 of the Service Desk 4.0 Installation Guide.If this is not green then consult the trouble shooting section of the 'IIS How To' Tomcatdocument.

Installation on Unix

NOTE:

If wanting to install everything on one machine (server, client, service pages, and agent), then do

not install the Java Runtime Environment but the Java Software Development Kit. Thedevelopment kit contains a Java Runtime Environment as well, so there is no need to install asecond one.

Preparations

1. Make a plan for the Service Desk environment based on documents about performanceand scalability and the supported platform list.


3. Install a database server on a separate machine (Oracle or SQL Server) called thedatabase server.

4. Configure the database server according to the Installation and Administration guides.


13/24


Installing Service Pages

NOTE:

A working application server is needed to be able to work with service pages.


2. Install a Java Software Development Kit that meets the minimum requirement for servicepages, as described in the Installation and Administrators guides.

3. Configure the Java Software Development Kit correctly, as specified in the Installation

guide.

4. Set the PATH environment variable and JAVA_HOME environment variable to the pathwhere the Java Software Development Kit has been installed.

5. Install the service pages software.

6. Edit the web.xml file to point to a running application server(/opt/OV/sd/servicepages/webapps/sd-sp45/WEB-INF).

7. Start the service pages by running the /etc/init.d/hpovsdservicepages start (or/sbin/init.d/hpovsdservicepages start on HP-UX).

How to install/compile Apache HTTP Server on UNIX Platform

Make sure to have an ANSI C-compiler or the GNU utils make, gcc and as installed, and can be

found first in the PATH, the versions delivered with the OS cannot be used.

- JDK 1.2.2 is assumed to be installed in /opt/java1.2 if it is not, go tohttp://www.hp.com/go/java/ select SDK and RTE 1.2 for hp-ux 11, select downloads, selectSDK (includes RTE) for Java 2 version 1.2.2.05 (August 2000) or SDK (includes RTE) forJava 2 version 1.2.2.04 (April 2000).

- JSDK2.0 is assumed to be installed in /opt/JSDK2.0 if not, go tohttp://java.sun.com/products/servlet/download.html and look under Java Servlet DevelopmentKit 2.0

NOTE: make sure the umask is set to 002 (this will create files with permission 664 anddirectories with permission 775)

- Ftp the file CD-ROM\tools\apache group\HTTP Server\UNIX source\apache_1.3.12.tar.gz to/tmp on the UNIX box and unzip and untar it.

- Ftp the file CD-ROM\tools\apache group\Jserv\UNIX source\apachejserv_1.1tar.gz to /tmp onthe UNIX box and unzip and untar it.

Go to the apache_1.3.12 directory and create the apache executables.

# ./configure --prefix=/opt/apache


14/24


#make

#make install

NOTE: If errors are being received here, the GNU versions of gcc, make, and as, are probablynot being used.

Create a user called www (group: users) that will be used to start apache.

Now modify /opt/apache/conf/httpd.conf: on line 253 change toUser wwwGroup users

Check if apache starts:

# /opt/apache/bin/apachectl start

check if it is running

# ps ef | grep apache...output

Now stop apache:

# /opt/apache/bin/apachectl stop

The next step is to build apache Jserv part.

Go to ApacheJserv-1.1 directory and type

#make

#make install

Go to the apache_1.3.12 directory and create the apache executables with build in Jserv

#make

#make install

Modify /opt/apache/conf/httpd.conf add line at the bottom

Include /opt/jserv/etc/jserv.conf

Check if apache still starts:

# /opt/apache/bin/apachectl start

# ps-ef | grep apache...output


15/24


STOP apache# /opt/apache/bin/apachectl stop

Now continue with the Install manual from the SD3.0 CD-ROM

NOTE: Make sure to have a / after ssp in the Alias section of httpd.conf, so that it looks like this:Alias /sspFiles/ /ssp/

AllowOverride AllOrder allow,denyAllow from all

Tips and tricks:

Modifying configuration files while apache is running sometimes causes strange behavior. Makesure when changing something in the configuration files to stop Apache first, modify and thenrestart.

NOTE FOR HP-UX 10.20 ONLY:

Although HP-UX10.20 is not supported it does work. However for some reason the following linemust be commented out from jserv.properties:

wrapper.classpath=/ssp/mclasses.zip

Solaris tip

Error with java 1.4.x on Solaris giving "main error" while logging on through Service Pages.This is resolved by installing java 1.3.x


16/24


Troubleshooting installation problems

In case of problems during the installation of any of the programs the installation is rolled back and the situation that existebefore the installation was started is restored.

Why is the order important?

Windows Installer

Before installing the software on the windows environment must be equipped with the correct version of the WindowsInstaller. Otherwise the installation may fail because of missing or incorrect Windows installer functionality. This is onlymandatory for Windows.

Java Runtime vs. Java Development kit

There can only be one java active at a time. One cannot point JAVA_HOME variable to different folders. When installing thJava Runtime Environment or Java Development kit on Windows, the current version and location of the active java runtimenvironment is placed into the registry. This can become problematic because the java programs running will use the lastinstalled JRE which might not be the correct one. To verify this just run java-version in a DOS box. This will indicate whichversion is being used. Some programs however, need the java compiler as well as the java runtime. The compiler is onlyincluded in the J2SDK and not available in the JRE. Our service pages is one of those applications that need the javacompiler as well as the java runtime environment. Therefore make sure to run the service pages program with the J2SDKand not the JRE. To verify this, make sure the java.exe from the path points to the java.exe in the %JAVA_HOME%\binfolder. Also make sure the JAVA_HOME environment variable points to the installation folder where the j2sdk was installe

NOTE:

When running the installtomcatservice.bat executable, the current JAVA_HOME is used. If changing the JAVA_HOMEafter running this installtomcatservice.bat file, this batch file must be run again.


17/24

Known Problems and Their Solutions

This list of known problems with Service Pages contains HTML links to the Hewlett-Packard eCare documents that describethem.

NOTE:

It is always best to have the latest Service Pack installed. Many of the problems encountered in an unpatched Service Deskversion will simply go away when the latest Service Pack is installed.

Service Pages restricted view cannot be displayed. Error: Failed reading response from the server

When trying to display the Service Call restricted view in Service Pages, the error message Failed reading response fromthe server is displayed. The full view can be displayed without a problem. Connections have been checked and are not aproblem.

Solution:This message can be displayed when the Service Pack installed for Service Pages does not match the Service Packinstalled in the Application server.

First Check with support for which dates the files should modified by in the Service Pack in question should have and if theydo not match, perform the following steps, or just go ahead with the steps:

1. Take note of the date of the files sp.jar and web-api.jar found under: \Program Files\Hewlett-Packard\OpenView\servicedesk 4.5\service pages\webapps\sd-sp45\WEB-INF\lib. For SD 4.5 SP3 for example 09.05.03.

2. Make sure there are no users connected with Service Pages, then Stop tomcat service

3. Rename the sp.jar and web-api.jar to sp.jar.old for example or a meaningful name of the choice.

4. Next change to:\Program Files\Hewlett-Packard\OpenView\service desk 4.5\service pages\webapps\sd-sp45, then set the view to list itemsby type and then by date.

It is necessary to get all jsp files that have the same date as what was noted in step 1.


18/24


Make sure to only have those that are needed, compare with the list below.

They should be the following 18 files:ApprovalVote.jspCreateIncident.jspCreateServiceCall.jspFoundWG.jspOrganizationHier.jspSearchCaller.jspSpecialistSearch.jspViewChangeHistory.jspViewEditChange.jspViewEditIncident.jspViewEditProblem.jsp

ViewEditServiceCall.jspViewEditWorkorder.jspViewIncidentHistory.jspViewProblemHistory.jspViewServicecallHistory.jspViewWorkorderHistory.jspWorkgroupSearch.jsp

5. Create a folder \old-spages-jsp, or a name of choice, and move do not copy) these files to the new folder, so that they anot located in \Program Files\Hewlett-Packard\OpenView\service desk 4.5\service pages\webapps\sd-sp45.

*This is just to remove the jsp files in question from the location where they are expected to be.

5. Install the last Service Pack that was installed again. once your done the jsp files that were removed should be located \Program Files\Hewlett-Packard\OpenView\service desk 4.5\service pages\webapps\sd-sp45 having a new date.

6. Check the location in \Program Files\Hewlett-Packard\OpenView\service desk 4.5\service pages\webapps\sd-sp45 andthat the date of the jar files are the same date as the jsp files.

7. Restart the tomcat service.


19/24

General

How to see if the service pages are updated with a service pack?

http://www.openview.hp.com/sso/ecare/getsupportdoc?docid=ITSM004955

SERVICEDESK caused an invalid page fault in module MSJAVA.DLL

http:/ / www.openview.hp.com/ sso/ ecare/ getsupportdoc?docid=ITSM003851


The "login" link on the SD ServicePages does not appear, hence cannot login to SD

http://www.openview.hp.com/sso/ecare/getsupportdoc?docid=OV-EN005124

Not able to save call in Service Pages with SP account: program error


"Submit" button in Service Pages "New service call" window cannot be localized


Missing Service Field in ServicePages service call form


Uninstalling a service pack also uninstalls Service Pages if installed


How to keep Tomcat running on HP-UX 11.x for Service Desk 4.0 ServicePages


How to get Service Calls to display in ServicePages for the User who created them or for the Workgroup to whom they havebeen assigned


Not able to login to the ServicePages Approval JSP page at sd-sp4/approval.jsp


Getting the error message Internal Server Error" when attempting to browse the SP page


How to change session timeout for ServicePages



20/24


Unable to login into ServicePages


Getting the error message "you are not allowed to view this agreement" or "get message: 0" when attempting to create a newticket using the ServicePages


Timeout in ServicePages solved with query restrictions



21/24


Receiving the error message: HTTP Status 500 - Internal Server Error


ServicePages - Apache Tomcat/4.0.3 - HTTP Status 500 - Internal Server Error


Error accessing ServicePages: Apache Tomcat/4.0.3 - HTTP Status 500 - Internal Server Error


In ServicePages, the field "Service" is missing on Service Call Form


Error message "Class ApiServerSession not found" received when logging via ServicePages


ServicePages 4.5 installation on HP-UX


Adding shortcut keys for tab Service Pages in forms does not work


WO related to SC template is not created when using ServicePages


Failed communicating with the server error loading ServicePages


Unable to connect to host: localhost on port:30999 when logging into ServicePages


Service Desk administrator can get user passwords using Service Pages


After logging into Service Pages, the error "Unable to connect to host: localhost on port 30999" is received



22/24


Appendix: How to configure Service Desk with a secure SSL connection

To install and configure SSL support on Tomcat 4, you need to follow these simple steps. For more information

read the rest of this HOW-TO.

1.

Download the Java Secure Socket Extensions (JSSE) package, version 1.0.2 or later, from

http:/ / java.sun.com/ products/ jsse/. If you built Tomcat from source, you have probably already downloaded

this package. If you are running JDK 1.4 (currently in beta), these classes have been integrated directly into the

JDK, so you can skip this entire step.

After expanding the package, there are two ways to make it available to Tomcat (choose one or the other):

Make JSSE an installed extension by copying all three JAR files (jcert.jar, jnet.jar, and jsse.jar) into you

$JAVA_HOME/jre/lib/ext directory.

Create a new environment variable JSSE_HOME that contains the absolute path to the directory into which you

unpacked the JSSE binary distribution.

2.

Tomcat currently operates only on JKS format keystores. This is Java's standard "Java KeyStore" format, and is

the format created by the keytool command-line utility. This tool is included in the JDK.

To import an existing certificate into a JKS keystore, please read the documentation (in your JDK documentatio

package) about keytool.

To create a new keystore from scratch, containing a single self-signed Certificate, execute the following from a

terminal command line:

Windows:

%JAVA_HOME%\bin\keytool -genkey -alias tomcat -keyalg RSA

Unix:

$JAVA_HOME/bin/keytool -genkey -alias tomcat -keyalg RSA

(The RSA algorithm should be preferred as a secure algorithm, and this also ensures general compatibility with

other servers and components.)


23/24

This command will create a new file, in the home directory of the user under which you run it, named

".keystore". To specify a different location or filename, add the -keystore parameter, followed by the

complete pathname to your keystore file, to the keytool command shown above. You will also need to reflect

this new location in the server.xml configuration file, as described later. For example:

Windows:

%JAVA_HOME%\bin\keytool -genkey -alias tomcat -keyalg RSA \

-keystore \path\to\my\keystore

Unix:

$JAVA_HOME/bin/keytool -genkey -alias tomcat -keyalg RSA \

-keystore /path/to/my/keystore

After executing this command, you will first be prompted for the keystore password. The default password used

by Tomcat is "changeit" (all lower case), although you can specify a custom password if you like. You will also

need to specify the custom password in the server.xml configuration file, as described later.

Next, you will be prompted for general information about this Certificate, such as company, contact name, and so

on. This information will be displayed to users who attempt to access a secure page in your application, so make

sure that the information provided here matches what they will expect.

Finally, you will be prompted for the key password, which is the password specifically for this Certificate (as

opposed to any other Certificates stored in the same keystore file). You MUST use the same password here as

was used for the keystore password itself. (Currently, the keytool prompt will tell you that pressing the ENTER

key does this for you automatically.)

If everything was successful, you now have a keystore file with a Certificate that can be used by your server.

3.

The final step is to configure your secure socket in the $CATALINA_HOME/conf/server.xml file, where

$CATALINA_HOME represents the directory into which you installed Tomcat 4. An example element

for an SSL connector is included in the default server.xml file installed with Tomcat

This configuration is really simple. Edit the %TOMCAT_HOME%\conf\server.xml file and uncomment theentry for SSL connector. Also add the attributes for keystore filename and password. Find below the editedentry for my setup:


24/24

sd configuring service pages

Documents