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Problems installing Client and service pages Service Desk 5.0

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Lucia Rosas
Super Contributor.

Problems installing Client and service pages Service Desk 5.0

Hi i´m installing service desk 5.0, but the client can not be connect to the management server, the account is configured in the client an the error is the follow....

the application server is not running...

in service desk 4.5 the application server can be started in the menu that the SW HP Open View was created.... but in 5.0 these option not exists.....

also, the Service pages was installing in the management server and the URL http://localhost/ServicePages sends the page can not be found...

I hope you can help me
19 REPLIES
Misaq
Acclaimed Contributor.

Re: Problems installing Client and service pages Service Desk 5.0

check with command ovc -status (if I am not mistaking)

you have to make sure that tomcat and webserver are running on yoor box. again check ovc processes.

Lucia Rosas
Super Contributor.

Re: Problems installing Client and service pages Service Desk 5.0

the tomcat and the web server is running.... but sends that the application server is not running..... how can i verify the application server???

the client, the OVSD web start and the service pages are not working....
Misaq
Acclaimed Contributor.

Re: Problems installing Client and service pages Service Desk 5.0

what is output from ovc -status ?

are there services running in windows services window related to service desk?
Lucia Rosas
Super Contributor.

Re: Problems installing Client and service pages Service Desk 5.0

the output of ovc -status

C:\Documents and Settings\Administrador>ovc -status
ovcd OV Control CORE (944) Running
ovobs OV Object Server OBS (1004) Running
ovapacheA OV Apache(A) WebServer Service WEB (556) Running
ovloginsv OV Login Server JAVA Running
ovcs OV Certificate Server SERVER (1692) Running
ovsdma OV SLM OVSD Metric Adapter SLM (3124) Running
ovbbccb OV Communication Broker CORE (1172) Running
ovsdslm OV Service Level Management SLM (3372) Running
ovtomcatA OV Tomcat(A) Servlet Container Service WEB (2084) Running

ovsdreport OV Service Desk Reporting SDREPORT (3340) Running

C:\Documents and Settings\Administrador>

and the services that was created for management server :

HP OpenView Ctrl Service
HP OpenView Shared Trace Service
HP OpenView Tomcat(A) Servlet Container Service


for client setings, i was created the account default, with the account system password openview and the server name of the management server.... if i am doing the test connection the error is that the application server is not running....

if i try to open the HP Open View console in the client .... the error is the follow:

cannot connect to server localhost. Check that the server name is correct, the server is reachable via network, and the HP Open View software is
running



Misaq
Acclaimed Contributor.

Re: Problems installing Client and service pages Service Desk 5.0

IN services window check if HP apache server is running.

Run application server monitor and check all the services are available from there.

Make sure you are not running IIS SMTP service as this interferes in SD services.

Lucia Rosas
Super Contributor.

Re: Problems installing Client and service pages Service Desk 5.0

The OS is windows 2000 server

the service HP Open View Apache is running.....

How can i runn the application server monitor?

i´m not running iis smtp service
Misaq
Acclaimed Contributor.

Re: Problems installing Client and service pages Service Desk 5.0

it is in the programs folder under openview group

I believe you are not indicating portnumber when launching servicepages..

first launch server monitor and make sure ur services are running then
after localhost add port number for example

http://localhost:8004/servicepages
Lucia Rosas
Super Contributor.

Re: Problems installing Client and service pages Service Desk 5.0

the services that is running are:

ITP
agent service Port 30999
healt service Port 50998
event service Port 30999
message service Port 30999
schedule service Port 30999

i try to initialize Service pages with the port an the page can not be found



Misaq
Acclaimed Contributor.

Re: Problems installing Client and service pages Service Desk 5.0

ok lets try two things ..

1- have you correct java home set? verify that it exists.

2- look in the folders for servicedesk files anf find a folder called log or logs check the file like system*(dont remember the name) and see if there are any errors in that file.
Lucia Rosas
Super Contributor.

Re: Problems installing Client and service pages Service Desk 5.0

the java home doesn´t exist in both (management server and client)


i found the archive error_log \HP Open View\data\log\apache\a\

Misaq
Acclaimed Contributor.

Re: Problems installing Client and service pages Service Desk 5.0

Check in Tomcat documents in servicedesk manual I think you need to have java home but double check in the documentation.

Verify that servicepages folder exists in your installation.
Lucia Rosas
Super Contributor.

Re: Problems installing Client and service pages Service Desk 5.0

the folder service pages exist in the instalation in the management server \HP OpenView\misc\sd and exist aun archive called config.xml

but the problem not is only with service pages, also with ovconsole... and any access for the management server..... and the errors are like the application server is not running..... or the page can not be found for the web access

in the version 4.5 in the menu for hp openview the application server was incluided for stop and start service, but in the version 5 it´s missing....

the console opens without problem in the manaement server.... but service pages, ovconsole not open in the management server and not open in the client.... any remote access to the management server is not working......
Misaq
Acclaimed Contributor.

Re: Problems installing Client and service pages Service Desk 5.0

SOrry may be I misunderstood then
You mean that you can access service desk console on the management server ?

If thats the case let me know
Misaq
Acclaimed Contributor.

Re: Problems installing Client and service pages Service Desk 5.0

for logfiles check under

HP openView/data/log there should be log files ...

check for file permissions for servicepages folder.

I have checked the instalation on my server everything seems to work so might be problem on your client machine.
JaS_4
Acclaimed Contributor.

Re: Problems installing Client and service pages Service Desk 5.0

Check that in your client accounts that you are pointing to the right management console.
Try telnet 30999 and see whether it response to it.
If it doesn't, try running ovc -restart or ( ovc -kill followed by ovc -start) to bounce your management console.
Lucia Rosas
Super Contributor.

Re: Problems installing Client and service pages Service Desk 5.0

hi, the situation is that in the management server i have access to the console by menu bar

start - program files - hp openview - hp open view console

also, in the management server i try to access to the service pages using internet explorer and i don´t access http://IP/ServicePages

also, in the management server i try to access to the console using internet explorer and i don´t have access http://IP/ovconsole

in the client i don´t have any access to the management server.....

y have access to the telnet fron the client to the management server

telnet IP PTO OK

im working in windows 2000 server
JaS_4
Acclaimed Contributor.
Solution

Re: Problems installing Client and service pages Service Desk 5.0

Hi Lucia,

Can you please run ovconfget. Check what port your NONOV.Apache is using. eg. 8004

On the mgmt server, in IE, type in this url, http://IP:8004/ServicePages and see what you get.
Also try replacing IP with the actual ip address http://xxx.xxx.xxx.xxx:NNNN/ServicePages
and see what you get.
Do the same for http://IP/OVconsole.

It could be a port or DNS issue.

On the client, it will default to port 80 and cannot connect to mgmt console 's web server which is mostly likely not the default port 80.
One trick I use, is to copy the mgmt server setting into the client settings.
Lucia Rosas
Super Contributor.

Re: Problems installing Client and service pages Service Desk 5.0

thanks, i have access to the console..... but, which is the user for log on?

i try with system passwd openview... or i have to create a new account fot the web console..? how can i do this?
JaS_4
Acclaimed Contributor.

Re: Problems installing Client and service pages Service Desk 5.0

The user used will be the one stored as the default account in the client accounts. If you click on start, hp openview, edit client settings. You can specify which user id & password to use for default. Using system for the id just guarantee you access as thats the system administartor account which you have full access.