InstallationandDeploymentGuide forHEAT ServiceManagement

Installation and Deployment Guidefor HEAT Service Management

Release 2014.3.1December 5, 2014

Copyrights and TrademarksCopyright © 2011-2014 FrontRange Solutions USA Inc. All Rights Reserved USE OF THIS SOFTWARE, SUBSCRIPTION SERVICES, AND RELATED USER DOCUMENTATION IS SUBJECT TO THE TERMS AND CONDITIONS OF THE APPLICABLE FRONTRANGE SOLUTIONS END-USER AGREEMENT, HEAT CLOUD SUBSCRIPTION SERVICES AGREEMENT, AND ANY TERMS OF SERVICE (“SUBSCRIPTION AGREEMENT”). YOU MUST AGREE TO THE TERMS AND CONDITIONS OF THE SUBSCRIPTION AGREEMENT IN ORDER TO USE THE SOFTWARE AND SUBSCRIPTION SERVICE. WARNING: The software described in this manual and its related user documentation are protected by copyright law. In no event, shall any part of the software or related user documentation be copied, reproduced, distributed, transmitted, stored in a retrieval system, or translated into any language, without the express written permission of FrontRange Solutions USA Inc.

HEAT Service Management may include the following and other third party and open source components:

Microsoft SQL Server 2012 Management Objects (SMO) redistributable, Microsoft SQL Server CE 4.0 redistributable

Microsoft Entity Framework 5.0

Microsoft Access Database Engine 2010, 2007 Office System Driver: Data Connectivity Components, and Service Pack 1 for Microsoft Access Database Engine 2010 (KB2460011) 64-bit edition.

Saxon, developed by Michael Kay and licensed under the Mozilla Public License 1.0, available at www.mozilla.org/MPL/MPL-1.0.html PetaPoco, Copyright 2011 Topten Software http://www.toptensoftware.com/petapoco/license

GWT-DND, GWT-Diagrams, GXT from Google

Adobe Flex

YUI, Copyright © 2011 Yahoo! Inc

RowACtions, File Uploader and DateTime Control; Copyright Jozef Sakalos

OWASP AntiSamy, Copyright (c) 2007-2008, Arshan Dabirsiaghi, Jason Li. All rights reserved.

PowerCollections from Wintellect, http://powercollections.codeplex.com/license re-linq from Remotion

Tinymce from Moxiecode Systems AB

CssCompactor by JsonFx, Copyright Stephen M. McKamey

Portions of this software are copyright 2009-20xx by Mats Bryntse Consulting

Portions Copyright © 2007 Douglas Day

Portions Copyright © 2007 James Newton-King

Portions Copyright © 2008 Jerry Hoff

Log4Net, developed by The Apache Software Foundation and licensed under the Apache License Version 2.0, available at http://www.apache.org/licenses/LICENSE-2.0.

Portions Copyright © 2010 RENCI

Quartz Scheduler source code and documentation are Copyright (c) Terracotta, Inc. Quartz Scheduler is licensed under the Apache License, Version 2.0 (the "license"); you may not use Quartz binaries or source in whole or in part except in compliance with the license. You may obtain a copy of the license at: http://www.apache.org/licenses/ LICENSE-2.0. Unless required by applicable law or agreed to in writing, software distributed under the license is distributed on an "AS IS" BASIS, WITHOUT WARRANTIES OR CONDITIONS OF ANY KIND, either express or implied. See the license for the specific language governing permissions and limitations under the license.

FrontRange Solutions Trademark InformationThe following are trademarks of FrontRange Solutions USA Inc. and/or its affiliates in the United States and/or other countries: FrontRange Solutions®, FrontRange™, SaaSIT™, ModernizeIT™, SaaS2™, GoldMine®, GoldSync®, GoldMine® Answer Wizard™, GoldMine® Management Intelligence™, GoldMine® Manager's Console™, iGoldMine™, HEAT®, HEAT® Service & Support™, HEAT® PowerDesk™, iHEAT™, HEAT® Self Service™, HEAT® Manager's Console™, HEAT® Answer Wizard™, HEAT® Quick Start Wizard™, InfoCenter®, Automated Processes™, First Level Support®, enteo®, DeviceWall®, Centennial Discovery®, Discovery Dashboard®, MicroAudit®, SAM™, The HEAT Is On™, and other FrontRange products and brands.

Installation and Deployment Guide for HEAT Service Management Release 2014.3.1 Page 2

Other Trademark InformationMicrosoft™, Access™, Office™, and Windows™ are trademarks of the Microsoft group of companies.Other products and brands are the trademarks of their respective owners or companies. Contact FrontRange Solutions USA Inc. at [email protected]. Copyright notice updated: December 2014


About this GuideThe HEAT Service Management Installation and Deployment Guide for HEAT Service Management Release 2014.3.1 is intended for HEAT Service Management administrators who are going to install the HEAT Service Management system. It lists several deployment options, describes different installation scenarios, and explains how to perform initial configuration tasks using the System Configuration Wizard.

Use this guide in conjunction with the Operations Console Guide for HEAT Service Management Release 2014.3.

This document contains the following sections:

HEAT Deployment Options. Describes the HEAT Service Management system deployment architecture and a recommended deployment. Also contains information about different database, HEAT Operations Console, and reporting deployments.

Installing the HEAT Service Management System. Describes the installation procedure for the recommended deployment. Includes prerequisites. Describes how to use the System Configuration Wizard to initially configure your system.

Upgrading the HEAT Service Management System from an Earlier Release. Contains information and instructions for upgrading your HEAT Service Management system from an earlier release to Release 2014.3.1.

Troubleshooting. Contains solutions to common problems.

Compatibility Matrix. Lists the compatibility of HEAT Service Management Release 2014.x with other software.

Appendix: Installing HEAT Service Management for Other Deployments. Contains deployment information, installation instructions, and configuration information for deployments other than the recommended deployment.

About the Different Installation ProgramsThis guide covers instructions for running the three installation programs that are included in this release.

HEATServiceManagement.exe: This installation program walks you through the various steps needed to deploy some or all components of the HEAT Service Management system. This is the base installation process for deploying and configuring the HEAT Service Management system. Examples of


some of the components that can be installed include the HEAT Application Server, the HEAT License Server, the HEAT Database Server, and more.

HEATReportingService.exe: This installation program installs the HEAT Reporting feature onto your system. The HEAT Service Management system uses Microsoft SQL Server Reporting Services (SSRS) as its reporting engine. If you want to use any of the HEAT Service Management reports, including the standard out-of-the-box reports, you must install the HEAT Reporting feature.

The HEAT Reporting feature requires that you first install Microsoft SQL Server Reporting Services (SSRS), which is not included with the HEAT Service Management system or HEAT Reporting feature.

HEATInventoryManagement.exe: This installation program installs HEAT Discovery into your HEAT Service Management system. HEAT Discovery is an additional module for the HEAT Service Management system. You must purchase this module before you can install, configure, and use it.

Contact InformationContact FrontRange Solutions USA Inc. as follows:

Corporate Headquarters

Mailing address:

FrontRange Solutions USA Inc. USA Inc.490 North McCarthy Boulevard, Suite 100Milpitas, CA 95035USA

Email:

[email protected]

Technical Support

Contact FrontRange Solutions USA Inc. technical support at [email protected].


ConventionsThis guide uses the following conventions:

Convention Definition and usage

Bold Text that displays in a GUI element (such as a menu item, button, or element of a dialog box) and command names are shown in bold. For example: Click Edit from the toolbar.

Italic Variables appear in italics. Important information may be italicized for emphasis.

[] Square brackets surrounding a command-line argument mean that the argument is optional.

| Vertical bars separating command-line arguments mean that only one of the arguments can be used.

Note. Describes related, parenthetical information, such as an explanation, tip, comment, or other useful, but not imperative information.

Caution. Describes mandatory information, but is not data-critical.

Warning. Describes mandatory information about an action that could cause a loss of data.


HEAT Deployment OptionsThis section describes the HEAT Service Management deployment architecture and a recommended deployment for a new HEAT Service Management system. For descriptions and installation instructions for alternative deployment options, see Appendix: Installing HEAT Service Management for Other Deployments.

Recommended Deployment Architecture

Recommended Deployment

Database Deployment Options

Ops Console Deployment Options

Reporting Services Deployment Options

Recommended Deployment ArchitectureFigure 1 shows the HEAT Service Management system deployment architecture. It contains a comprehensive list of components intended to serve a very large scale deployment with all of the HEAT Service Management modules fully deployed. When you plan your deployment, pick and choose the components that you need to create your own deployment. The HEAT Service Management system is customizable and scalable according to the needs of your organization.


Figure 1 -- HEAT Service Management Deployment Architecture

The HEAT Service Management deployment architecture has these components:

HEAT Web Server: The HEAT Web Server is the system that hosts user-facing HEAT Service Management application components such as Self Service, Service Catalog, and the Service Desk Console. This is the system that end users can log into for access to the HEAT Service Management system. This is recommended for applications that can be accessed from outside the corporate firewall.

The deployment architecture shows two HEAT Web Servers (components A and B), which are used for load balancing. The deployment architecture uses a hardware load balancer for the HEAT Web Servers (component C). Your deployment may or may not have two HEAT Web Servers depending on if you need load balancing.

The deployment architecture shows the HEAT Web Servers outside of the firewall (component D). Your deployment may or may not have the HEAT Web Server(s) outside of the firewall.

HEAT Application Server: The HEAT Application Server is the system that hosts the HEAT Service Management application components, HEAT License Server, the workflow engine, escalation engine,


email server, and the HEAT Configuration Server. If your application does not need to be hosted outside of the corporate firewall, end users can access the HEAT Application Server directly. You can install the end user-facing components on the HEAT Application Server, also.

The deployment architecture shows two HEAT Application Servers (components E and F), which are used for load balancing. The deployment architecture uses a built-in load balancer for the HEAT Web Servers (component G). Your deployment may or may not have two HEAT Application Servers depending on if you need load balancing.

In the deployment architecture, the HEAT Applications Server(s) also host the workflow engine, escalation engine, and email server, but you can also host these components (also called "processing" components) on a separate server.

In the deployment architecture, there are separate HEAT Application servers used for the production instance of the tenant (components E and F) and for the staging/UAT instances of the tenant (components H and I).

The deployment architecture also contains a disaster recovery component, to be used in case of a disaster. The servers in this configuration are located offsite and include a HEAT Application Server (component J) and a HEAT Database Server (component K). This is an optional component and requires additional HEAT Service Management user licenses.

HEAT Database Server: The HEAT Database Server hosts the HEAT Application Database (called HEATSM) and the HEAT Configuration Database (called ConfigDB).

The deployment architecture shows two HEAT Database Servers (components L and M) for isolation purposes.

In the deployment architecture, the HEAT Reporting feature, including Microsoft SQL Server Reporting Services (SSRS) and the reporting database, is installed on the HEAT Database Server(s).

Optional integrations:

HEAT Discovery (component N) is a cloud-based asset discovery and inventory management solution for multisite, multiplatform IT environments. The solution allows IT staff and service desk analysts to find, audit, and continually track every computer and server, every network printer and switch, every major operating system and application on the network – building a comprehensive and dynamically updated catalog of your complete IT inventory.


FrontRange Voice (component O) is the telephony application that integrates automated call routing and management, and CTI to FrontRange Solutions applications such as the HEAT Service Management system. The server components of FrontRange Voice are referred to as IP Communications Management (IPCM). IPCM uses the next‐generation, standards‐based IP communication transport, called Session Initiation Protocol (SIP). HEAT Service Management and IPCM are typically installed and maintained on separate servers.

The minimum needed for any HEAT Service Management deployment is as follows:

A HEAT Application Server, including all processing components, for the production instance of the tenant (component E).

A HEAT Application Server, including all processing components, for the staging and UAT instances of the tenant (component H).

A HEAT Database Server (component L).

For information about the high availability deployment, see HEAT Service Management High-Availability Deployment.

Recommended DeploymentFigure 2 shows a recommended deployment. This deployment has multiple HEAT Configuration Databases (ConfigDBs) and allows you to isolate all services, such as workflow, escalation engine, and email listener, between the production and staging/UAT instances of the tenant.


Figure 2 -- Recommended Deployment: Same Database for Production, Staging, and UAT with Multiple Configuration Databases

We recommend that you use different HEAT Configuration Databases (ConfigDBs) for the production and staging/UAT instances of the tenant. This configuration has a few benefits:

It isolates business processes such as the escalation engine and email server, so that it can process records created in each environment.

During a platform upgrade, you can upgrade the staging/UAT environment first and test it without affecting the production environment. After you have verified the staging/UAT environment, you can upgrade the production environment.

This deployment includes the HEAT Reporting feature so that users can create and view reports while using the HEAT Service Management system. The HEAT Reporting feature integrates with Microsoft SQL Server Reporting Services (SSRS). Depending on where you install the HEAT Reporting feature, your system may require additional Microsoft SQL licenses. Ensure that you install the correct licenses for your individual deployment.

This deployment does not contain the optional HEAT Discovery or IPCM integrations.


Database Deployment OptionsThis section describes the different options available for the HEAT databases.

About the Databases Used in HEAT

Diagram Conventions

Option D1: Single Database Server

Option D2: Separate Database Engine Instances on a Single Database Server

Option D3: Separate Database Servers

Option D4: Multiple Configuration Databases

Option D5: Multiple Configuration Databases and Database Engine Instances

Option D6: Separate Database Servers (for MSP)

Option D7: Multiple Configuration Databases on Separate Database Servers (for MSP)

About the Databases Used in HEAT

The following are the databases used in HEAT:

HEAT Configuration Database (called ConfigDB).

HEAT Application Database (called HEATSM).

HEAT Reporting Database. This database is used for the HEAT Reporting feature. See Reporting Services Deployment Options for more information.

HEAT Metrics Cache Database. This database is used to cache the run-time state of the schedule jobs. Only one HEAT Metrics Cache Database is needed in each isolated environment. For example, if the HEAT Configuration Database and the HEAT Application Database are hosted on the same database server, your deployment only needs one HEAT Metrics Cache Database.

In addition, there are generally three instances for each tenant:

staging

UAT

production

Each tenant instance (production, staging, and UAT) can have its own database instance or server. These are called:


HEATSM-PROD (or just HEATSM)

HEATSM-STG

HEATSM-UAT

ConfigDB-PROD (or just ConfigDB)

ConfigDB-STG

ConfigDB-UAT

HEATReportDB-PROD (or just HEAT ReportDB)

HEATReportDB-STG

HEATReportDB-UAT

The advantages of hosting a database on its own server are that it ensures security by isolating the production environment. Also, it enhances performance. If you need to make multiple changes or upgrades to the staging or UAT environments, you don't want that to affect the performance of the production environment. Separating the different databases makes it easier to upgrade the systems, because when you upgrade the systems you have to shut them down and that will affect users in the production environment.

The advantage of hosting everything on one server is that you save money by only having to purchase and administer one server and one Microsoft SQL Server license.

We recommend using either the middle scenario in Option D1 or Option D3.

Diagram Conventions

The following conventions are used in the diagrams:

A line item is considered a database. There can be many databases within one database engine instance.

A barrel is considered a database engine instance. Can contain multiple database instances.

A square or rectangle around something means it is on one server (machine). Each server can potentially host multiple database engine instances.


Figure 3 -- Diagram Conventions

Option D1: Single Database Server

Figure 4 -- Examples of a Single Database Server


Option D2: Separate Database Engine Instances on a Single Database Server

Figure 5 -- Example of Separate Database Engine Instances on a Single Database Server

In this deployment, there is one HEAT Configuration Database for the production environment and another HEAT Configuration Database shared between the staging and UAT environments.

Option D3: Separate Database Servers

Figure 6 -- Example of Separate Database Servers

Here there are two separate database servers. One is for the production environment and the other is for the staging and UAT environment. The staging and UAT servers share a HEAT Configuration Database.


Option D4: Multiple Configuration Databases

Figure 7 -- Example of Multiple Configuration Databases

In this deployment, there are separate ConfigDBs for the production environment, the staging environment, and the UAT environment.

Option D5: Multiple Configuration Databases and Database Engine Instances

Figure 8 -- Example of Multiple Configuration Databases and Database Engine Instances


In this deployment, there are separate HEAT Configuration Databases for the production environment, the staging environment, and the UAT environment and separate instances.

Option D6: Separate Database Servers (for MSP)

Figure 9 -- Example of Separate Database Servers (for MSP)

Option D7: Multiple Configuration Databases on Separate Database Servers (for MSP)

Figure 10 -- Example of Multiple Configuration Databases on Separate Database Servers (for MSP)

Ops Console Deployment OptionsAbout the Ops Console Deployment Options

Option OC1: One Configuration Database and One Application Server


Option OC2: One Configuration Database and Three Application Servers

Option OC3: Separate Configuration Databases and Application Servers for Production and Development

Option OC4: Multiple Configuration Databases and Separate Application Servers for Each Landscape

Option OC5: Separate Configuration Databases for Each Landscape

About the Ops Console Deployment Options

Determine your database deployment options first. In all of the Ops Console deployment options below, you can substitute any of the database deployments described in Database Deployment Options for the database deployments in the figure. So for the database engine instance shown in Option OC1 below, you could substitute Option D1, Option D2, Option D3, etc for that database engine instance.

We recommend using a deployment that has either two or three HEAT Configuration Databases, such as Option OC3, Option OC4, or Option OC5.

Option OC1: One Configuration Database and One Application Server

We do not recommend using this deployment unless you are setting up a demo environment.


Figure 11 -- Example of One Configuration Database and One Application Server

Option OC2: One Configuration Database and Three Application Servers


We do not recommend using this or any similar deployment that has only one HEAT Configuration Database that is used for HEATSM, HEATSM-STG, and HEATSM-UAT. If you are an existing HEAT customer and have a deployment with only one HEAT Configuration Database, but with two servers (either for production and development, or for production and staging/UAT) or three servers (for production, staging, and UAT), FrontRange Solutions USA Inc. will walk you through the process of creating a second HEAT Configuration Database.


Figure 12 -- Example of One Configuration Database and Three Application Servers


Option OC3: Separate Configuration Databases and Application Servers for Production and Development

Figure 13 -- Example of Separate Configuration Databases and Application Servers for Production and Development

To use the HEAT Operations Console, the production, staging, and UAT Application Servers must all use the same version of HEAT. When you test new versions of HEAT, either install the new version in a separate environment or plan the HEAT Operations Console pushes before testing the new version.


Option OC4: Multiple Configuration Databases and Separate Application Servers for Each Landscape

Figure 14 -- Example of Multiple Configuration Databases and Separate Application Servers for Each Landscape


Option OC5: Separate Configuration Databases for Each Landscape

The only use case for this option is to upgrade the staging or UAT environment at different times.


Figure 15 -- Example of Separate Configuration Databases for Each Landscape


Reporting Services Deployment OptionsAbout the Reporting Services Deployment Options

Option R1: Single Microsoft SSRS Instance on One Database Server

Option R2: Multiple Microsoft SSRS Instances on the Same Database Server

Option R3: Multiple Microsoft SSRS Instances on a Separate Report Server

Option R4: Separate Microsoft SSRS Instances and a Separate Database Server

Option R5: Separate Microsoft SSRS Instances


About the Reporting Services Deployment Options

Determine your database deployment options first (see Database Deployment Options), and then your HEAT Operations Console deployment options (see Ops Console Deployment Options). Then determine your reporting services deployment options.

In all of the reporting services deployment options below:

You can substitute any of the database deployments described in Database Deployment Options for the database deployments in the figure. So for the database engine instance shown in Option R1 below, you could substitute Option D1, Option D2, Option D3, etc for that database engine instance.

You can substitute any of the Ops Console deployments described in Ops Console Deployment Options for the Ops Console deployments in the figure. So for the single Application Server shown in Option R1 below, you could substitute Option OC3 for that Application Server.

Note the following:

The HEAT Report Database can reside on a separate database instance, or on a database instance on a separate server.

The Microsoft SSRS instance can run on the HEAT Database Server, HEAT Application Server, or on a separate server.

The HEAT Reporting Service should be deployed with the Microsoft SSRS Server.

We recommend using either Option R2 or Option R4.

For more information about the HEAT Reporting feature, see Installing and Configuring the HEAT Reporting Feature.

Option R1: Single Microsoft SSRS Instance on One Database Server



Figure 16 -- Example of a Single Microsoft SSRS Instance on One Database Server

Option R2: Multiple Microsoft SSRS Instances on the Same Database Server

Figure 17 -- Example of Multiple Microsoft SSRS Instance on One Database Server


This deployment is the most common and recommended for simplicity and security. The advantage of this deployment is that you have a HEAT Reporting feature for production that is separate from the development environments.

Option R3: Multiple Microsoft SSRS Instances on a Separate Report Server

Figure 18 -- Example of a Multiple Microsoft SSRS Instances on a Separate Report Server

This deployment is recommended if you need to maintain your database in a locked down environment and keep it separate from the development environment. We also recommend this deployment if you already have a server with a Microsoft SSRS instance for other applications.


Option R4: Separate Microsoft SSRS Instances and a Separate Database Server

Figure 19 -- Example of Separate Microsoft SSRS Instances and a Separate Database Server Use this deployment to keep the reporting separate between the production and development environments.


Option R5: Separate Microsoft SSRS Instances

Figure 20 -- Example of Separate Microsoft SSRS Instances

Use this deployment to keep the reporting separate between the production and staging/UAT environments.


HEAT Service Management Installation PrerequisitesBefore you install the HEAT Service Management system, ensure that you have completed the following:

Confirm your role. See About Roles.

Ensure that you have already created the needed accounts. See About the Different Accounts Used in HEAT Service Management.

Confirm that the system, hardware, and software prerequisites described in Hardware and Software Requirements are met.

If you are going to deploy the HEAT Service Management system as a virtual image, review the requirements at Using a Virtual Machine.

Ensure that full-text search is enabled for Microsoft SQL Server. See Enabling Full-Text Search.

Verify the server roles and features described in Verifying Server Roles and Features (Optional).

Configure the ports needed for your deployment. See Configuring the Port Requirements.

Determine the directories in which to install the HEAT Service Management components on the host that you are logged into.

About RolesAdministrator Account Permission

Database Access Rights Needed for HEAT Service Management

Database Access Rights Needed for HEAT Service Management when Using the HEAT Reporting Feature

Administrator Account Permission

Use your account that has local Administrator permission to install the HEAT Service Management system, including all optional components. This Administrator account must have permission to create and modify folders, files, and registry keys.


Database Access Rights Needed for HEAT Service Management

The following are the minimum access rights for HEAT Service Management:

Server role:

public

dbcreator

processadmin (This role is only needed when recreating the HEAT databases on the Configuration Server and HEAT Application pages in the System Configuration Wizard. After the HEAT database configuration is complete, you do not need this role anymore. If you do not recreate the HEAT databases, you do not need this role.)

Database role:

db_owner of ConfigDB

db_owner of HEATSM

Database Access Rights Needed for HEAT Service Management when Using the HEAT Reporting Feature

The following are the minimum access rights used in Microsoft SQL Server Management Studio for HEAT Service Management when also using the HEAT Reporting feature:

Server role:

public

dbcreator

securityadmin (This role is only needed if you make changes on the SQL Reporting page of the System Configuration Wizard. After any changes are made on the SQL Reporting page, you do not need this role anymore. This role is not needed if you do not make any changes on the SQL Reporting page.)

Database role:

db_owner of ReportServerDB and ReportServerTempDB

db_owner of master and msdb (This role is only needed if you make changes on the SQL Reporting page of the System Configuration Wizard. After any changes are made on the SQL Reporting page, you do not need this role anymore. This role is not needed if you do not make any changes on the SQL Reporting page.)


About the Different Accounts Used in HEAT Service ManagementBefore you install and configure the HEAT Service Management system, you must create and know the credentials for the following accounts:

HEAT Service Management Database account (either SQL Authentication or Windows Integrated Security).

Service account (either local or domain).

SQL Reporting service account (either custom or Windows).

SQL Reporting Database account (either Microsoft SQL or Windows Authentication).

Administrator account for the HEAT Operations Console.

During the configuration, you create these accounts:

Administrator account for the HEAT Service Desk Console and Configuration Console.

Administrator account for the HEAT Configuration Database.

Administrator account for the HEAT Reporting Service.

Depending on if your configuration contains many servers, you may or may not reuse the same accounts.

Account Description Where used in the System Configuration Wizard

IT account Used to initially install the HEAT Service Management system. This account should comply with the IT application security policy set by the company. This account must be created before you start the installation and configuration. Your IT department sets up this account for you.

The account that you are logged in as when installing the system and running the System Configuration Wizard.

HEAT Service Management Database Account



Database account: SQL Authentication

Not used if you select Windows Integrated Security for the database account.

This account must be created before you start the installation and configuration. If you select this option, the system prompts you to enter the user name (such as sa) and password.

Configuration Server page

HEAT Application page

Metrics Server page

Database account: Windows Integrated Security

Not used if you select SQL Authentication for the database account. This account must be created before you start the installation and configuration. If you select this option, the system prompts you to enter the service account: domain information.



Metrics Server page

HEAT Service Management Service Account

Service account: local Not used if you select domain service account. This account must be created before you start the installation and configuration.

Configuration Server page (if you selected SQL Authentication)

HEAT Application page (if you selected SQL Authentication)

Metrics Server page (if you selected SQL Authentication)



Service account: domain Not used if you select local service account. This account must be created before you start the installation and configuration.

Configuration Server page (if you selected Windows)

HEAT Application page (if you selected Windows)

Metrics Server page (if you selected Windows)

App Server Settings page (if you selected Windows)

HEAT Service Management Database Authentication

SQL Reporting database authentication account: Microsoft SQL

Not used if you select Windows Authentication for the SQL Reporting database authentication. Used when creating the HEAT Reporting Database. This account must be created before you start the installation and configuration.

SQL Reporting page

SQL Reporting Database authentication account: Windows Authentication

Not used if you select Microsoft SQL for the SQL Reporting database authentication. Used when creating the HEAT Reporting Database. This account must be created before you start the installation and configuration.

SQL Reporting page

Microsoft SSRS Authentication



SQL Reporting service account: Custom

Not used if you select Windows for the SQL Reporting service account. Used when the HEAT system connects to the HEAT Microsoft SSRS server. This account must be created before you start the installation and configuration.

SQL Reporting page

SQL Reporting service account: Windows

Not used if you select Custom for the SQL Reporting service account. Used when the HEAT Service Management system connects to the HEAT Microsoft SSRS server. This account must be created before you start the installation and configuration.

SQL Reporting page

HEAT Service Management Administrator Accounts

Administrator account for the HEAT Configuration Database

Administrator account used in the HEAT Configuration Database. You create this account in the System Configuration Wizard. There will probably be different accounts used for different tenants.




Administrator account for the HEAT Service Desk Console and Configuration Console

Administrator account used in the HEAT Service Desk Console and Configuration Console. Previously, was "admin", but we now recommend not using that generic login ID. You create this account in the System Configuration Wizard. There will probably be different accounts used for different tenants.


Administrator account for the HEAT Reporting Service

Administrator account used in the HEAT Reporting Service. You create this account in the System Configuration Wizard.

HEAT Reporting Service page

Administrator account for the HEAT Operations Console

Administrator account used in the HEAT Operations Console. There will probably be just one account used for all tenants.

App Server Settings page

Hardware and Software RequirementsHEAT Application Server Requirements

HEAT Web Server Requirements

HEAT Database Server Requirements

HEAT Reporting Feature Requirements

HEAT Discovery Requirements

Client Computer Requirements


HEAT Application Server RequirementsHardware

Software

Hardware

Component Recommended

CPU 2 core minimum

4 core recommended for heavy transaction rates and workflow/escalation usage

RAM 4 GB minimum

8-12 GB recommended depending on transaction rates and workflow/escalation complexity

Hard Disk 10 GB minimum free space (approximately 1.1 GB for HEAT Service Management files and the remaining space for log files).

Software

Item Supported version

Operating System

Microsoft Windows Server 2008 R2 x64 SP1(recommended) or Microsoft Windows Server 2008 R2 x64 SP2

NOTE: If you use Microsoft Windows Server 2008 R2 x64, you must install SP 1 or SP 2. You do not have to install Microsoft .NET Framework Release 3.5.

Microsoft Windows Server 2012 R2

Microsoft Windows Server 2012

NOTE: If you use Microsoft Windows Server 2012 or R2, you must install Microsoft .NET Framework Release 3.5 before you install the HEAT Service Management system. Note that the system also installs Microsoft .NET Framework Release 4.5.2 automatically.



.NET Framework Microsoft .NET Framework Release 4.5.2

Microsoft .NET Framework Release 3.5 (only if using Microsoft Windows Server 2012 R2 or 2012. See note above)

Web Server Microsoft IIS Release 7.5 (recommended)

Microsoft IIS Release 8.0


HEAT Web Server RequirementsHardware

Software

In multi-server environments, each HEAT Web Server must meet these requirements.

Hardware


CPU 2 core minimum

4 core recommended for heavy transaction rates and workflow/escalation complexity

RAM 4 GB minimum




Software


Operating System








Web Server Microsoft IIS Release 7.5 (recommended)



HEAT Database Server RequirementsHardware

Software


Hardware


CPU 2 core minimum

4 core recommended for heavy transaction rate and workflow/escalation usage

RAM 8 GB minimum


Hard Disk 10 GB minimum free space. This is the minimum. For proper disk space sizing, use these guidelines:

HEAT Application demo database: 500 MB

Average disk space requirement per record (incident, problem, change, configuration): ~200 KB

Average disk space requirement per record (CI): ~500 KB


Software


Operating System






Database Management Software

Microsoft SQL Server 2008 R2 SP2 including Management Studio and full-text search

Microsoft SQL Server 2012 including Management Studio and full-text search

Microsoft SQL Server 2012 SP2 including Management Studio and full-text search

Microsoft SQL Server 2014 including full-text search

Other Software IFilters (required for full-text indexing)

An IFilter is a plugin that allows the Microsoft SQL Server to index various file formats so they become searchable. Download the IFilter for the document type:

Microsoft Office 2007: http://www.microsoft.com/en-us/download/details.aspx?id=20109

Microsoft Office 2010: http://www.microsoft.com/en-us/download/details.aspx?id=17062

Adobe PDF: http://www.adobe.com/downloads.html


Microsoft SQL Server must have full-text search enabled. If it does not, the HEAT Service Management demo database will not load properly. See Enabling Full-Text Search.

HEAT Reporting Feature RequirementsHardware

Software

Hardware


CPU 2 core minimum

4 core recommended for heavy transaction rates and workflow/escalation complexity

RAM 4 GB minimum




Software


Operating System Microsoft Windows Server 2008 R2 x64 SP1(recommended) or Microsoft Windows Server 2008 R2 x64 SP2







Database Management Software

Microsoft SQL Server 2008 R2 SP2 including Management Studio

Microsoft SQL Server 2012 including Management Studio

Microsoft SQL Server 2012 R2 including Management Studio

Microsoft SQL Server 2014 including Management Studio

Other Software Microsoft SQL Server Reporting Services (SSRS)


HEAT Discovery RequirementsHardware

Software

Mobile Data Inventory (MDI) Requirements

Hardware


CPU 2 core minimum

4 core recommended for a large number of devices

RAM 4 GB minimum

8-12 GB recommended for a large number of devices

Hard Disk 10 GB minimum free space (approximately 1.1 GB for HEAT Service Management files and the remaining space for log files)

Software


Operating System










Mobile Data Inventory (MDI) Requirements

An SSL certificate issued for a registered domain by a trusted certificate authority such as Verisign or Comodo.

A root certificate from the same trusted certificate authority.

A valid Apple ID.

Client Computer RequirementsHardware

Mobile

Software

Bandwidth and Latency

Hardware


CPU Single core

RAM 4 GB

Mobile

HEAT Service Management is also compatible with mobile devices and many mobile operating systems, including Android, iOS, and Windows. We highly recommend having a minimum of 1024x768 resolution, which makes tablets a better choice for use as a mobile browser than mobile phones.


Software

All browsers must support Adobe Flash, which is required to use dashboard charting, pivoting, copy and paste control, and Service Catalog attachment control.

Browser Supported version

Google Chrome

HEAT Service Management only supports the latest production version (not including beta versions). Download and install the ClickOnce extension at https://chrome.google.com/webstore/detail/eeifaoomkminpbeebjdmdojbhmagnncl to ensure that the HEAT Reporting feature works correctly.

Mozilla Firefox

HEAT Service Management supports the following combinations:

Firefox 3.0 on MAC OS 10.5

Firefox 3.5 on MAC OS

Firefox 3.5 or later on Windows

Download and install the Microsoft .NET Framework assistant extension from https://addons.mozilla.org/en-US/firefox/addon/9449 to ensure that the HEAT Reporting feature works correctly.


Browser Supported version

Microsoft Internet Explorer

HEAT Service Management supports Internet Explorer versions 9.0 and later. Apply all Microsoft hot fixes. Ensure that HEAT Service Management runs properly by doing the following:

Go to theTools > Internet Options > Security > Custom level page.

Set the following options to enable:

Run ActiveX controls and plug-insFile downloadScripting > Active scripting

Ensure that Microsoft SSRS can open by saving the website as a trusted site. Do the following:

Go to theTools > Internet Options > Security page.

Highlight Trusted sites and click Sites.

Click Add.

.NET Framework

To use the Microsoft SSRS Report Designer, install Microsoft .NET Framework Release 3.5 SP1

Bandwidth and Latency

For optimal application performance, we recommend a latency of 110 ms or below with a minimum of 1.5 MBits/sec in bandwidth between the HEAT Application Server and the remote location client machines.

Third-Party Software ComponentsThe HEAT Service Management installation package provides the following required third-party software components:

Microsoft .NET Framework Releases 3.5 and 4.5.2

Microsoft SQL Server 2012 Management Object (SMO) (redistributable)


Microsoft Access Database Engine 2007 and 2010 (redistributable)

Microsoft Windows Server Roles and Features

If the installer does not detect these components on the host system, they are installed automatically.

If you create your own installation packages for remote deployment, include the software components that are listed in the system requirements that follow.

Using a Virtual MachineYou can also deploy the HEAT Service Management system as a virtual image. If you use a virtual machine, note the following:

When you copy the virtual image into a new machine, update the MAC address through the HEAT Service Management License Server.

Preserve the unique identifier.

Enabling Full-Text SearchThe full-text search feature of Microsoft SQL Server is an optional component of the database engine. The full-text search feature is not enabled by default. This section describes how to enable and configure the full-text search feature of Microsoft SQL Server.

1 During Microsoft SQL Server installation, in the Feature Selection page of the Microsoft SQL Server setup wizard, ensure that Full-Text Search is selected:


2 In the Server Configuration page of the Microsoft SQL Server setup wizard, ensure that the Microsoft SQL Full-text Filter Daemon Launcher is configured with the local service account:

3 In the Services panel for the system, ensure that the SQL Full-text Filter Daemon Launcher is running:


4 By default, the HEAT Application Database is configured to index these incident fields:

Owner

ProfileFullName

Resolution

Subject

Symptom

Verify that full-text search is configured in Microsoft SQL Server Management Studio in these ways:

a. In the Database Properties dialog box, open the Files page. By default, the Use full-text indexing box is checked. If it is not, verify that the full-text search services are running as described in step 3 above.


Figure 21 -- Full-Text Indexing Verified in Database Properties

b. Run this script to search for “Outlook” in the incident table. The search returns the number of records that contain “Outlook.”

exec sp_executesql N'SELECT COUNT(Incident.RecId) FROM Incident INNER JOIN CONTAINSTABLE(Incident, *,@P1) as ServiceReq_FTS_1 on (Incident.RecId = ServiceReq_FTS_1.[key])',N'@P1 varchar(35)',@P1='(formsof(inflectional, "Outlook"))'

If the query returns zero, verify that at least one record contains “Outlook” and rebuild the full-text catalog.

Verifying Server Roles and Features (Optional)You can optionally verify which server roles and features are installed by the HEAT Service Management installer.

If you install the HEAT Service Management system on Windows Server 2008 R2, verify the Microsoft IIS Release 7.5 configuration. See Verifying Windows Server 2008 R2 Roles and Features.

If you install the HEAT Service Management system on Windows Server 2012, verify the Microsoft IIS Release 8.0 configuration. See Verifying Windows Server 2012 Roles and Features.

Verifying Windows Server 2008 R2 Roles and Features

1 Open Windows Server Manager.


2 In the navigation pane, expand Roles > Web Server (IIS).

3 Scroll to the Role Services area in the main display.

4 Verify that these role services are installed:

Web Server

Common HTTP Features

Static Content

Default Document

Directory Browsing

HTTP Errors

Application Development

ASP.NET

.NET Extensibility

ISAPI Extensions

ISAPI Filters

Health and Diagnostics

HTTP Logging

Security

Request Filtering

Performance

Static Content Compression

Dynamic Content Compression

Management Tools

IIS Management Console

5 In the Features page verify that these items are selected for .NET Framework Features:


ASP.NET 4.5

WCF Services

HTTPActivation

Web Server (IIS)

Web Server

Windows Process Activation Service

Process Model

Configuration APIs

Verifying Windows Server 2012 Roles and Features

1 Open Windows Server Manager on Windows 2012 and verify that these role services are installed:

Web Server

Common HTTP Features

Static Content

Default Document

Directory Browsing

HTTP Errors

Application Development

ASP.NET

.NET Extensibility

ISAPI Extensions

ISAPI Filters

Health and Diagnostics

HTTP Logging

Security

Request Filtering


Performance

Static Content Compression

Dynamic Content Compression

Management Tools

IIS Management Console

2 In the Features page verify that these items are selected for .NET Framework 4.5 Features:

ASP.NET 4.5

WCF Services

HTTPActivation

Web Server (IIS)

Web Server

Windows Process Activation Service

Process Model

Configuration APIs

Configuring the Port RequirementsEnsure that ports are configured correctly so that all HEAT Service Management components open correctly.

For Deployments With All HEAT Components Installed on One Host

For Deployments with the HEAT Web Server Installed on a Different Host

For Deployments that Include HEAT Discovery

For Deployments With All HEAT Components Installed on One Host

Figure 22 shows the port requirements for a deployment where all HEAT Service Management components are installed on one host.


Figure 22 -- Port Configuration

The ports to open are as follows:

Self Service users and Service Desk Analysts:

TCP 80/443 (HTTP/HTTPS)

HEAT Application Server (HEAT Service Management internal components):

TCP 80/443

Custom servers (ERP, SharePoint, Exchange, HRIS, and so on):

TCP 80/443 (web services)

TCP 25 (SMTP, outgoing notifications)

TCP 110/995 (Email listener if POP3/S is used)

TCP 143/993 (IMAP listener, if IMAP/S is used)


TCP 389/636 (LDAP/S)

TCP 3389 (RDP)

Microsoft SQL Server:

TCP 1433 (SQL)

To and from specific hosts, use Windows integrated security. No credentials are stored on the server.

For Deployments with the HEAT Web Server Installed on a Different Host If your deployment has the HEAT Web Server outside of the firewall, ensure that the following ports are also open:

TCP 80/443

TCP 25 (SMTP, outgoing notifications)

TCP 1433 (SQL)

TCP 54327 (License)

TCP 389/636 (LDAP/S)

For Deployments that Include HEAT Discovery If your deployment includes HEAT Discovery, ensure that the following ports are also open for the HEAT IM Application Server:

TCP 8080

TCP 5000

TCP 8382

TCP 7100


Installing the HEAT Service Management SystemThis section describes how to install the HEAT Service Management system for a new, complete HEAT Service Management system installation using the recommended deployment as described in HEAT Deployment Options.

1 Install the HEAT Service Management system in the production environment:

Install all HEAT Service Management components except for the HEAT Operations Console.

Install the HEAT License Server.

Use the System Configuration Wizard to configure your production environment.

See Installing HEAT Service Management in the Production Environment.

2 Install the HEAT Service Management system in the staging/UAT environment:

Install all HEAT Service Management components including the HEAT Operations Console.

Install the HEAT License Server.

Use the System Configuration Wizard to configure your staging/UAT environment.

See Installing HEAT Service Management in the Staging/UAT Environment.

Follow the steps above if you are hosting the staging and UAT environments on one server. If you are hosting the staging and UAT environments on separate servers, follow the steps above once for the staging environment and again for the UAT environment.

3 Install the HEAT Reporting feature:


Install the HEAT Reporting feature on the HEAT Database Server.

Use the System Configuration Wizard to configure the HEAT Reporting feature.

See Installing and Configuring the HEAT Reporting Feature.

4 Use the HEAT Operations Console to create a landscape group, a production landscape, a staging landscape, and a UAT landscape.

See Configuring the Deployment on the HEAT Operations Console.

5 Use the HEAT Operations Console to create the staging and UAT instances of the tenant. (The production instance of the tenant was created automatically.)

See Creating the Staging and UAT Instances of the Tenants.

If you have any problems with the installation, you can review the installation log file which resides with the other system temporary files in the system temporary folder at %tmp%.


Installing HEAT Service Management in the Production EnvironmentInstalling the HEAT Service Management System

Installing the HEAT License Server

Configuring the HEAT Service Management System

After completing all of these steps, ensure that you can access the HEAT Service Management system. Go to http://<server_name>/HEAT and ensure that the HEAT Service Management system is functional.

Installing the HEAT Service Management System

On the server or servers that you are going to use as the production environment, do the following:

1 Access the installation folder on the FrontRange Solutions product CD or download folder and run HEATServiceManagement.exe.

The installer launches. The HEAT Service Management installation package also contains all the prerequisite software needed for the installation. The HEAT Service Management installer checks for missing prerequisite software that is included in the installation package (for example, Microsoft .NET Framework Release 4.5).

2 If any of the prerequisite software is not installed, the system prompts you to install it now. Select Install at the prompt. Installation of the prerequisite software can take several minutes. If you are prompted to restart the system, select Yes.

3 The HEAT Service Management welcome dialog box appears. Click Next.

4 The License Agreement dialog box appears. Select I accept the terms in the license agreement and click Next.

5 The Destination Folder dialog box appears. Click Next to accept the default installation folder, or click Change and select a different folder.

6 The Setup Type dialog box appears. Select Custom for the installation type.


7 Select the following components for the custom installation (all components except for the HEAT Operations Console):

Category and component Notes

Web Application Components

Application Server

Configuration Server

License Server

Setup/Tools

Application Setup Wizard

Knowledge Import Tool

Process Services

Workflow Service

Escalation Service

Email Service

Integration Services

Integration Server

DSM Integration Service

8 Click Install in the Ready to Install the Program dialog box.

The HEAT Service Management system installation begins. A status dialog box appears, showing the installation progress of each component over the next few minutes.

9 If prompted, click Run to run the file. As part of this step, the system creates the HEAT Configuration Database (ConfigDB) and HEAT Application Database (HEATSM).

The HEAT License Server starts automatically after the HEAT Service Management system is installed.


To access the HEAT Service Management system, obtain a valid HEAT Service Management license and configure the HEAT License Server.


Do the following to obtain a license and set up the HEAT License Server:

1 Determine the physical (MAC) address of the HEAT Service Management system:

a. Open a command window (Start > Run > cmd).

b. At the command prompt, enter ipconfig /all.

c. Write down the physical address that is listed in the display (for example, 00-03-GG-2B-1E-1F).

2 If you have not already done so, save the HEAT Service Management license file to a location on the HEAT Service Management system. (The license file was provided when you purchased the HEAT Service Management system.)

3 On the HEAT Service Management system, start the FrontRange Solutions Universal Licensing Platform by going to Start > All Programs > FrontRange Solutions > License Server. The Manage Your License Server dialog box appears. See Figure 23.


Figure 23 -- FrontRange Solutions License Server Application

4 In the License Management section, click Import. The system displays the Imported License list page.

5 Click Import above the list of licenses. In the dialog box, navigate to the license file from step 2 and click Open. The license is added to the Imported License list.

6 If the list contains more than one license, highlight the license that you imported. This license is used for your upcoming HEAT Service Management login session.

7 In the Manage Your License Server dialog box (shown in Figure 23), click Update Addresses in the License Management section. In the dialog box (shown in Figure 24), replace the 00-00-00-00-00 address with the MAC address that you wrote down in step 1.


Figure 24 -- MAC Address Configuration

8 Click Confirm.

9 In the User Service Management section of the Manage Your License Server dialog box (see Figure 23), click Stop and click Start.

In multi-server deployments, all servers containing HEAT Service Management components must have their MAC addresses registered in the HEAT License Server.

10 Close the HEAT License Server.


See Initial System Configuration which contains numerous procedures for initially configuring the system.


Installing HEAT Service Management in the Staging/UAT Environment

This section assumes that you are using one server for both the staging and UAT environments. If you are using two servers, follow these instructions once for the staging environment and once again for the UAT environment.




After completing all of these steps, ensure that you can access the HEAT Service Management system. Go to http://<server_name>/HEAT and ensure that the HEAT Service Management system is functional.


On the server or servers that you are going to use as the staging/UAT environment, do the following:

1 Access the installation folder on the FrontRange Solutions product CD or download folder and run HEATServiceManagement.exe.

The installer launches. The HEAT Service Management installation package also contains all the prerequisite software needed for the installation. The HEAT Service Management installer checks for missing prerequisite software that is included in the installation package (for example, Microsoft .NET Framework Release 4.5).

2 If any of the prerequisite software is not installed, the system prompts you to install it now. Select Install at the prompt. Installation of the prerequisite software can take several minutes. If you are prompted to restart the system, select Yes.

3 The HEAT Service Management welcome dialog box appears. Click Next.




6 The Setup Type dialog box appears. Select Complete for the installation type. This installs all HEAT Service Management components, including the HEAT Operations Console.


The HEAT Service Management system installation begins. A status dialog box appears, showing the installation progress of each component over the next few minutes.

8 If prompted, click Run to run the file. As part of this step, the system creates the HEAT Configuration Database (ConfigDB) and HEAT Application Database (HEATSM).


See Installing the HEAT License Server.


Configure the system by using the System Configuration Wizard as described in Configuring the HEAT Service Management System with these differences (this creates a second ConfigDB):

On the Configuration Server page, in the Configuration DB Server Name field, enter ConfigDBDevTest; in the Configuration DB Name field, enter ConfigDBDevTest; and click Create and Load DB.

On the HEAT Application page, in the HEAT Application DB Server field, enter db_server; in the HEAT Application DB Name field, enter HEATSM; and click Create DB and Load Demo Application.

Installing and Configuring the HEAT Reporting FeatureThe HEAT Reporting feature requires Microsoft SQL Server Reporting Services (SSRS). See Installing and Configuring the HEAT Reporting Feature for information about installing and configuring Microsoft SSRS.


When you install Microsoft SSRS, the name of the Microsoft SSRS instance cannot have any special characters, for example -, _, #, and others.

About Authentication


Checking if Microsoft SSRS is Installed

Installing Microsoft SSRS

Installing the HEAT Reporting Feature


In this release of HEAT Service Management with the HEAT Reporting feature, you set the authentication mode twice: once for Microsoft SSRS and once for the HEAT Database. See Figure 25.

Figure 25 -- Authentication Types

With Microsoft SSRS, you can choose either of the following:

Custom authentication (choose if you are installing a multi-tenant system)


Windows authentication (choose if you are installing a single tenant system)

For the HEAT Database, you can choose either of the following:

Microsoft SQL authentication (you must choose this if you chose custom authentication above)

Windows authentication mode (you can only choose this if you chose Windows authentication above)

If Microsoft SSRS = custom authentication, then you must choose Microsoft SQL authentication for the HEAT Database.

If Microsoft SSRS = Windows authentication, then you can either choose Microsoft SQL authentication or Windows authentication for the HEAT Database.

Beginning in this release of the HEAT Service Management system, deployments can now have multiple reporting tenant instances. For example, a deployment may have one reporting server for the production instance of the tenant and also reporting servers for the staging and UAT instances of the tenants. (In earlier releases of the HEAT Service Management system, you could only have one reporting server and that was for the production instance of the tenant only.)

About Installing Microsoft SSRS

The following information applies to customers who have a shared reporting server with a Microsoft SSRS instance already installed and then install HEAT Service Management on that same reporting server.

When you install the HEAT Reporting feature, the system prompts you, on the SQL Reporting page of the System Configuration Wizard, to enter a Microsoft SSRS instance and to select the SQL reporting authentication type.

If you select a shared or default Microsoft SSRS instance and if you select Custom Authentication for the SQL reporting authentication type, the HEAT installation program deletes the existing Microsoft SSRS configuration. If this Microsoft SSRS instance is a shared Microsoft SSRS instance, the system deletes the configuration for any other applications that use this shared Microsoft SSRS instance.


When you choose Custom Authentication, the HEAT installation program customizes the shared Microsoft SSRS instance for the HEAT Service Management system. The HEAT authentication mechanism is not shared with the other applications on the shared Microsoft SSRS instance.

If you need to use a shared Microsoft SSRS instance, you must choose Windows Authentication. However, when you choose Windows Authentication, you are limited to having only one tenant.

If you must select Custom Authentication (for example, if you have multiple tenants), create a new Microsoft SSRS instance just for the HEAT Reporting feature and ensure that it is not used by any other applications.

Checking if Microsoft SSRS is Installed

To check if Microsoft SSRS is installed on your system, do the following:

1 Go to the command line and enter services.msc.

2 In the Services dialog box, look for an entry called SQL Server Reporting Services. The name in parentheses after it is the instance name, which you will enter during the HEAT Reporting feature installation. This instance name cannot contain any special characters.

3 If it is already installed, make sure that the status is set to Started and the Startup Type is set to either Automatic or Automatic (Delayed Start). If it is not installed, see Installing Microsoft SSRS.

Installing Microsoft SSRS

If you do not have Microsoft SSRS installed, use Microsoft SQL to add a Microsoft SSRS component to an existing Microsoft SQL instance.

Installing the HEAT Reporting Feature

1 Access the installation folder on the FrontRange Solutions product CD or download folder and run HEATReportingServices.exe.

The installer launches. The HEAT Reporting installation package contains the HEAT Reporting feature and the three prerequisite software components (but not Microsoft SSRS). The installer checks for the three prerequisite software components.


2 If any of the three prerequisite software components is not installed, the system prompts you to install it now. Select Install at these prompts. Installing the prerequisite software can take several minutes. If you are prompted to restart the system, select Yes.

3 The HEAT Reporting welcome dialog box appears. In the HEAT Service Management welcome dialog box, click Next.



6 The Report Service Instance dialog box appears. Accept the default instance or select a different instance from the drop-down list. Click Next.

There may be multiple Microsoft SSRS instances on the server, so be sure to select the correct one. Enter the Microsoft SSRS instance that you want to associate with the HEAT Reporting feature. This is the instance from step 2 of Checking if Microsoft SSRS is Installed. Contact your IT department if you are unsure of which instance to enter.


The HEAT Reporting file installation begins. A status dialog box appears, showing the installation progress over the next few minutes.

8 When the HEAT Reporting file installation is finished, the HEAT System Configuration Wizard appears.

Configuring the Deployment on the HEAT Operations ConsolePerform these steps from the HEAT Operations Console, which you installed in the staging/UAT environment.


For complete information about using the HEAT Operations Console, including how to log in, see the Operations Console User Guide for HEAT Service Management. This section only contains brief, high-level instructions. More detailed instructions and explanations are in the Operations Console User Guide for HEAT Service Management.

1 Use the HEAT Operations Console to create a landscape group. The steps are as follows:

a. Log in to the HEAT Operations Console.

b. Click the Landscape tab.

c. Click Landscape Groups on the left.

d. Click Add Landscape Group.

e. Enter the values shown in Figure 26.

See the section of the Operations Console User Guide for HEAT Service Management called "Using the HEAT Operations Console to Configure Landscapes" for complete details about adding a landscape group.

Figure 26 -- Creating a Landscape Group

2 Use the HEAT Operations Console to create three landscapes within the landscape group. One landscape is for production (see Figure 27), one is for staging (see Figure 28), and one is for UAT (see Figure 29). The steps are as follows:




c. Click Landscapes on the left.

d. Click Add Landscape.

e. Enter the values for the specific landscape that you are creating.

Be sure to copy the values for the Connection String, Config Service URL, and Multi Instance Service URL fields exactly. All three landscapes must use the same values if they are on the same HEAT Application Server. We recommend copying the values to Notepad to ensure that you use the same value for each landscape. If you enter any extra spaces or if the values use different lower and upper cases, the system displays duplicate entries.

See the section of the Operations Console User Guide for HEAT Service Management called "Using the HEAT Operations Console to Configure Landscapes" for complete information about the values to enter.

Figure 27 -- Creating a Production Landscape


Figure 28 -- Creating a Staging Landscape

Figure 29 -- Creating a UAT Landscape

3 Use the HEAT Operations Console to update the values for the HEAT Application Database (HEATSM). The steps are as follows:



c. Click Database Servers on the left.


d. Enter a database login ID and password and set the data and backup locations. See the example values in Figure 30.

e. For the data and backup locations, change the application pool identity so that it has read access. See Figure 31.

See the section of the Operations Console User Guide for HEAT Service Management called "Editing a Database Server" for complete details about editing a database server.

Figure 30 -- HEAT Database Server


Figure 31 -- Change the Application Pool Identity

4 Delete the HEAT Application Databases (HEATSM) on the staging and UAT instances of the tenant. The steps are as follows:


b. Click the Tenants tab.

c. Click Expanded View to view all the details about the tenants.

d. Find the staging instance of the tenant and click Deactivate.

e. Click Deactivate at the confirmation prompt.

f. For the staging instance of the tenant, click Delete.

g. Check Skip Backup and click Delete at the confirmation prompt.

h. Repeat steps d. through g. for the UAT instance of the tenant.


You now have three instances of the HEAT Configuration Database (ConfigDB) and a production instance of the tenant.

See the section of the Operations Console User Guide for HEAT Service Management called "Deleting a Tenant" for complete details about deleting tenants and tenant instances.

Creating the Staging and UAT Instances of the TenantsFollow these steps to create the staging and UAT instances of the tenant, based on the production instance.

1 From the HEAT Operations Console, click the Tenants tab.

2 Navigate to the production instance of the tenant and click Manage Migration.

3 To create the staging instance of the tenant, in the migration dashboard, click Push which is located inside the arrow going from the production instance of the tenant to the staging instance of the tenant. See Figure 32.

Figure 32 -- Creating a Staging Instance of the Tenant

4 The system displays the Copy Production to Staging dialog box. In the Target DB Option field, select From live MSSQL backup. See Figure 33.


Figure 33 -- Copy Production Instance of the Tenant to the Staging Instance of the Tenant

5 Click Execute.

6 To create the UAT instance of the tenant, in the migration dashboard, click Push which is located inside the arrow going from the production instance of the tenant to the UAT instance of the tenant. See Figure 32.

7 The system displays the Copy Production to UAT dialog box. In the Target DB Option field, select From live MSSQL backup. See Figure 33.

8 Click Execute.

You can now customize the HEAT Service Management system and use the HEAT Operations Console to push those customizations to the other instances of the tenant.

9 Make configuration changes in the staging instance of the tenant.

10 Push the configuration changes that you made in the staging instance of the tenant (in step 9) to the UAT instance of the tenant, by doing the following:

a. Click Push which is located inside the arrow going from the staging instance of the tenant to the UAT instance of the tenant. See Figure 32.


b. The system displays the Copy Staging to UAT dialog box. You can use simple mode by leaving Advanced Mode unchecked, or you can use advanced mode by checking Advanced Mode. If you use advanced mode, select Copy Configuration in the Operation field and check your options. See Figure 33.

c. Click Execute.

11 Verify that the configuration changes that you made to the staging instance of the tenant (in step 9) were successfully migrated to the UAT instance of the tenant.

12 Repeat steps 9, 10, and 11 as necessary.

13 After you have finished making configuration changes and have verified them, push the configuration changes from the UAT instance of the tenant to the production instance of the tenant.


Initial System ConfigurationAs part of the HEAT Service Management system installation, you need to configure the system using the HEAT System Configuration Wizard. This walks you through the first-time set up and configuration.

The tabs that you see in the System Configuration Wizard depend on which HEAT Service Management components are installed on your system. You may see all of the tabs, or you may just see a subset of them.

See the following sections:

Using the System Configuration Wizard


Optional SSL Configuration

Using the System Configuration WizardThe System Configuration Wizard provides an interface in which you can perform various configuration tasks for the initial setup of your HEAT Service Management system.

Starting the System Configuration Wizard Manually

The System Configuration Wizard starts automatically after you finish installing the HEAT Service Management system files.

You can also start the System Configuration Wizard manually after your HEAT Service Management system is configured so that you can reconfigure any of the parameters described in this section. To start the wizard manually, go to Start > All Programs > FrontRange Solutions > Server Configuration Wizard.

Navigating the System Configuration Wizard

The System Configuration Wizard contains the areas shown in Figure 34:


Figure 34 -- HEAT System Configuration Wizard Areas

A configuration step area showing which wizard page is currently displayed and which wizard pages are already completed. In the configuration step area, the page that you are currently working on is highlighted in yellow. After you complete a page and click Next, the system places a green checkmark next to the completed page name to show that it has been completed.

The configuration step area is not a navigation pane. You cannot go to a page by clicking it in the configuration step area. Instead, use the Next and Previous buttons in a page to go to other pages.

A page display area showing the wizard page itself, including fields and controls that you use to set various parameters.

If you installed the HEAT Service Management system in a deployment other than the recommended deployment, the System Configuration Wizard might not appear exactly as shown in Figure 34.


Wizard pages also contain Next and Previous buttons that you use to move from page to page. As you work through the wizard, you move through its pages sequentially.

Actions to Perform in Each Page

The table below shows the actions that you can perform in each page of the System Configuration Wizard. For details about performing these actions, see the sections listed in the For more information column. Unless otherwise noted, the settings that you specify in each wizard page are stored in the HEAT Configuration Database. The wizard page numbers may change depending on the options you select to install.

Wizard page Actions For more information

1. Configuration Server

Specify the name of the HEAT Configuration Database Server and authentication method that all supported web applications will use when connecting to the HEAT Configuration Database Server.

Create or recreate the HEAT Configuration Database.

If you use Windows Integrated Security for the HEAT Configuration Server, specify the Windows domain credentials for the service account.

Configuring the HEAT Configuration Database

System Configuration Wizard Pages



2. HEAT Application Specify the name and authentication method for the server where the HEAT Application Database resides.

Load the demo database on a server other than the server where the HEAT Application Database resides. This option allows you to review the demo database while the HEAT Application Database continues to run in its current configuration.

Specify the application name, attachment location, client authorization key, and the type of name to use when accessing the application.

Configuring the HEAT Application Database

3. App Server Settings

Specify the location of the HEAT Configuration Server and the host name.

Specify if you will use this server for survey or SCCM integration.

If you use Windows Integrated Security for the HEAT Application Server, specify the Windows domain credentials for the service account.

Configuring Application Server Settings

4. Configuration File Settings

Specify the log file and temporary file locations on the HEAT Configuration Server.

Specify different server hosts and whether to use SSL for the HEAT Application Server.

Specifying the Log File and Temporary Folder Locations

Specifying Server Names for HEAT Components



5. Metrics Server

Specify the locations for the log file and the HEAT Configuration Server.

Map applications to the metrics server.

Configuring the HEAT Metrics Server

6. SQL Reporting Specify information about the Microsoft SQL Server database for the HEAT Reporting feature.

Installing and Configuring the HEAT Reporting Feature

7. HEAT Reporting Service

Specify information about the HEAT database for the HEAT Reporting feature.

Installing and Configuring the HEAT Reporting Feature

8. IM Application Server (optional, only if you install the Application Server for the HEAT Discovery)

Specify information about the configuration of the Application Server for the HEAT Discovery.

Configuring the HEAT IM Application Server

9. IM Web Server (optional, only if you install the Web Server for the HEAT Discovery)

Specify information about the configuration of the Web Server for the HEAT Discovery.

Configuring the HEAT IM Web Server

10. Upgrade System (optional, only if you upgrade the system)

Upgrade the Configuration Database and HEAT Application Database.

Upgrading the HEAT Service Management System from an Earlier Release

Configuring the HEAT Service Management SystemThe following sections contain step-by-step instructions for the procedures that you can perform through the System Configuration Wizard.








Configuring Microsoft SQL Reporting

Configuring the HEAT Reporting Service

Installing the Demo Data Package


Perform this procedure from the Configuration Server page shown in Figure 35.

Figure 35 -- HEAT Configuration Server Page (No HEAT Configuration Database Exists)

The HEAT Database Server hosts the HEAT Application Database and the HEAT Configuration Database. Perform the following steps to configure the connection to the HEAT Database Server and test the connection after it is configured.


1 In previous releases, you could only create landscapes in the HEAT Operations Console. Starting with HEAT Release 2014.3, you can create landscapes directly from the System Configuration Wizard by performing the following steps:

a. Check either Single Server Deployment or Multiple Server Deployment.

b. If you choose a multiple server deployment, select the target landscapes from the drop-down list. The system displays the Target Landscapes dialog box. See Figure 36.

Figure 36 -- Selecting Target Landscapes

c. Check the landscapes to include. You must check at least one landscape. However, if you check production, you cannot select any other landscapes.

d. Enter the IP address, name, or location of the HEAT Production Configuration Server.

e. Enter the port number of the HEAT Production Configuration Server.

f. If the HEAT Production Configuration Server uses SSL, check Use SSL.

g. Click OK.

2 In the Configuration DB Server Name field, enter or select the host name of the HEAT Configuration Database server. The name can be localhost, an IP address, a server name, or a fully-qualified domain name. To browse for a server name, click the down arrow and select <Browse for more>. The system displays any Microsoft SQL Server instances in the network for your connection. Select one and click OK.

3 In the Configuration DB Name field, enter the name of the HEAT Configuration Database. The default name is ConfigDB.

4 Choose an authentication method:


To connect using Windows Integrated Security, choose Windows Integrated Security. The System Configuration Wizard adds a section to the bottom of the page. See Figure 37. Modify the IIS application pools and Windows services to use the Windows domain account. Click Set, enter your user name and password, and click OK.

Figure 37 -- HEAT Configuration Server Page (Windows Integrated Security)

To connect using Microsoft SQL Authentication, choose SQL Authentication. Enter a user name and password to use whenever other HEAT Service Management components connect to the HEAT Database Server.

5 Click Test Connection to test the connection to the HEAT Database Server. A success or failure message appears to the right of the Test Connection button.

6 Depending on if your system already has a HEAT Configuration Database, perform only one of the following procedures:

If the HEAT Configuration Database Does Not Exist

If the HEAT Configuration Database Already Exists

If the HEAT Configuration Database Does Not Exist

If the HEAT Configuration Database does not exist yet, the Configuration Server page contains a button called Create and Load DB. Perform these steps if you do not have a HEAT Configuration Database (there is a button called Create and Load DB):

1 Click Create and Load DB.The New Database dialog box appears. See Figure 38.


Figure 38 -- New Database Screen

2 In the Location field, select a location for the HEAT Configuration Database.

3 Click Advanced Options to view and reconfigure these HEAT Configuration Database settings:

Logical name. This name is stored as a file name, and is a separate entity from the read-only database name that is displayed in Microsoft SQL Server Management Studio.

File type.

Initial size in MB.

Autogrowth size. Click ... to update the values.

The location of the database. Click ... to update the location.

File name.

4 Click OK in the New Database dialog box.

The system creates the HEAT Configuration Database and installs it on the HEAT Database Server that you specified. Several progress dialog boxes appear as various Microsoft SQL scripts execute to create and load the HEAT Configuration Database. After the HEAT Configuration Database is loaded, Configuration Database Loaded appears in the System Configuration Wizard page.

5 Click Next. The system refreshes this page of the System Configuration Wizard. See Figure 39.


Figure 39 -- Configuration Server Page Refreshed

6 In the Configuration Server Domain Name field, enter the fully-qualified domain name of the HEAT Configuration Server in the format "config.servername.com". If you remove the Application field from the Login page (see Figure 43) but later want to access the HEAT Configuration Database, use this value to connect to the HEAT Configuration Database.

7 If you do not have one already, create a new account for administrator access to the HEAT Configuration Database. Enter information into the Login ID, Password, Confirm, First Name, Last Name, and Email Address fields.


You only need to create this account once. If you return to this page in the System Configuration Wizard later, these fields are not displayed.

We do not recommend using the login ID called admin, because you cannot track the changes made in the system.

8 Click Next to move to the HEAT Application page of the System Configuration Wizard.

If the HEAT Configuration Database Already Exists

If the HEAT Configuration Database already exists, the Configuration Server page appears as shown in Figure 40.

Figure 40 -- Configuration Server Page (HEAT Configuration Database Exists)

If you see this version of the Configuration Server page, you can optionally recreate the HEAT Configuration Database and—if necessary—specify the Windows domain account and credentials.


If you have customized the existing HEAT Configuration Database, do not recreate the HEAT Configuration Database unless you specify a different location in the New Database dialog box. The system will overwrite the customizations if you reload the database without specifying a different location.

To optionally recreate the HEAT Configuration Database, follow these steps:

1 Click Re-Create and Load DB.

2 Follow steps 2-8 in If the HEAT Configuration Database Does Not Exist.

3 Click Next to move to the HEAT Application page of the System Configuration Wizard.


Configure the HEAT Application Database from the HEAT Application page shown in Figure 41.

Figure 41 -- HEAT Application Page (HEAT Application Database Does Not Exist)

Perform the following steps to specify connection settings for the HEAT Database Server and to create the initial HEAT Application Database:

1 In the HEAT Application DB Server field, enter or select the name of the server that hosts the HEAT Application Database. Usually this is the same server that hosts the HEAT Configuration Database


(specified earlier on the Configuration Server page). The name can be an IP address, a server name, or a fully-qualified domain name.

2 In the HEAT Application DB Name field, enter the name of the HEAT Application Database. The default name is HEATSM. The name that you specify here is used when the HEAT Application Database is created or recreated.

3 Select an authentication method:

To connect using Windows Integrated Security, select Windows Integrated Security. If you choose this, you will be prompted later to specify the Windows domain account and credentials.

To connect using SQL Authentication, select SQL Authentication. Enter a user name and password that are used whenever other HEAT Service Management components connect to the HEAT Database Server.

4 Click Test Connection to test the connection to the HEAT Database Server. A success or failure message appears to the right of the Test Connection button.

5 Depending on if your system already has a HEAT Application Database, perform only one of the following procedures:

If the HEAT Application Database Does Not Exist

If the HEAT Application Database Already Exists

If the HEAT Application Database Does Not Exist

If the HEAT Application Database does not exist yet, the HEAT Application page contains a button called Create DB and Load Demo Application. Perform these steps if you see the version of the HEAT Application page shown in Figure 41.

1 Click Create DB and Load Demo Application. The New Database dialog box appears. It is very similar to the screen in Figure 38.

2 In the Location field, select a location for the HEAT Application Database.

3 Click Advanced Options to view and reconfigure these HEAT Application Database settings:



File type.

Initial size in MB.



File name.


The system creates the HEAT Application Database based on the demo database and installs it in the location that you specified. The demo database typically take 15 minutes or longer to load. Several progress dialog boxes appear as various Microsoft SQL scripts execute to create and load the HEAT Application Database. After the HEAT Application Database is loaded, Demo Database Loaded appears on the System Configuration Wizard page.

5 Click Next on the HEAT Application page. The HEAT Application page refreshes and now contains additional fields as shown in the lower area of Figure 42.


Figure 42 -- HEAT Application Page

6 The HEAT Service Management system comes with additional transaction database that you can use to test and view the analytic metrics, financial, ITFM, and other HEAT Service Management features.

To include demo data, leave the Don't include Demo data box unchecked. You must also install the demo data manually after the System Configuration Wizard finishes. See Installing the Demo Data Package for the steps for installing the demo data.

7 In the Application Name field, enter a name for the HEAT Application Database.

8 In the Attachment Location field, enter (or browse to and select) the name of the folder on the HEAT Database Server where any HEAT Service Management attachments will reside.

9 In the Client Auth Key field, enter the authentication key that is used when the web services API accesses the HEAT Service Management system.


10 If you are going to use the remote control feature, you must have a remote control license. Contact FrontRange Solutions USA Inc. to get the license.

To import the remote control license file, click Browse... next to the Import Remote Control License File field. Browse to the location of the license file and click OK to select it. To use the remote control feature, you must have a special remote control license.

11 Select whether to use the HEAT Database Server machine name or fully-qualified domain name for access to the HEAT Database Server:

Use Machine name to access HEAT Application—When other HEAT Service Management system components log into the HEAT Application Server, they use the HEAT Application Server machine name (for example, SERVER-01). If you choose this option, the system detects the current machine name and uses it automatically; you do not need to specify the machine name.

Use Domain name to access HEAT Application—When other HEAT Service Management system components log into the HEAT Application Server, they use the HEAT Application Server fully-qualified domain name that you specify in the field (for example, SERVER-01.server.com). If you plan on using SSL for connecting to the HEAT Application Server (configured later on the Configuration File Settings page), you must specify a fully-qualified domain name here.

This value determines the name of the application that is shown on the HEAT Service Management login page. See Figure 43. By default, the system displays a drop-down menu allowing users to choose either ConfigDB (the HEAT Configuration Database) or HEATSM (the HEAT Application Database). Only users with the role of administrator can log in to the ConfigDB.

Figure 43 -- HEAT Service Management Login Page with Application Choice


To configure the login page to only show the User Name and Password fields, and to not show the Application field, as shown in Figure 44, go to the file called c:\Program Files (x86)\FrontRange Solutions\HEAT\AppServer\Web.config and set the “RequireTenantIdInURL” parameter to “true”, as follows:

<add key="RequireTenantIdInURL" value="true">

Figure 44 -- HEAT Service Management Login Page with no Application Choice

If you remove the Application field from the Login page but later want to access the HEAT Configuration Database, use the value that you entered in the Configuration Server Domain Name field on the Configuration Server page of the wizard (shown in Figure 40). Enter the fully-qualified domain name in the format "config.servername.com".

12 To hide the values for the Application field on both servers in a load-balancing environment, for the production instance of the tenant, set the tenant name to use the domain name specified in the Use Domain Name to access HEAT Application field. In a load-balancing environment, enter the DNS alias of the virtual IP address.

To access a login page without the Application field, so that users can only access the production instance of the tenant, enter http://heatsm.<company_name>/HEAT. This redirects through the load balancer as is, and provides the “heat” login URL, directing users directly to (and only to) the production instance of the tenant.

13 To access the HEAT Configuration Database when the Application field on the Login page is hidden, do the following:

a. On the Configuration Server page, in the Configuration Server Domain Name field, enter the name of the HEAT Configuration Database. For example, set it to "ConfigDB.<company_name>". Then only administrators, or anyone with the name, can log in to the HEAT Configuration Database. See Figure 37


b. For each server that will access the HEAT Configuration Database, modify the Windows system file called Windows/System32/drivers/etc/hosts to include the IP address of the load balancer. For example, enter "x.x.x.x ConfigDB", where x.x.x.x is the IP address. Alternatively, you can enter this entry in the DSN system.

c. To access a login page without the Application field, but that only goes to the HEAT Configuration Database, enter http://configdb.<company_name>/HEAT.

If you enter http://<web_server_name>/heat, the system displays a blank page, instead of a message telling you to use http://heat/HEAT.

14 Check Discovery Stand-alone if this is a HEAT Discovery implementation only. If you check this option, the system hides any workspaces and business objects that do not apply to HEAT Discovery. This simplifies the interface for HEAT Discovery users.

15 Click Advanced Options to open the Landscape Advanced Options dialog box. See Figure 45. Enter the database and application name patterns for the landscapes that you selected in step 1 of Configuring the HEAT Configuration Database. This information is then used in the HEAT Operations Console. See the Operations Console User Guide HEAT Service Management Release 2014.3.1, available in the FRS Knowledge Base for more information about these patterns.

Figure 45 -- Landscape Advanced Options Page


16 If you do not have one already, create a new account for administrator access to the Service Desk Console and Configuration Consoles in the HEAT Service Management system. Enter information into the Login ID, Password, Confirm, First Name, Last Name, and Email Address fields.

You only need to create this account once. If you return to this page in the System Configuration Wizard later, these fields are not displayed.

We do not recommend using the login ID called admin, because you cannot track the changes made in the system.

17 If you selected Multiple Server Deployment in step 1a of Configuring the HEAT Configuration Database, you must also create a new account for administrator access to the Service Desk Console and Configuration Consoles in the HEAT Service Management system for each instance of each tenant in your system. To create this account for other tenant instances, do the following:

a. Click Next. The App Server Settings page appears.

b. Click Previous to come back to the HEAT Application page.

c. In the HEAT Application DB Name field, select the next instance of the tenant for which to create a new account for administrator access to the Service Desk Console and Configuration Consoles in the HEAT Service Management system.

d. Enter information into the Login ID, Password, Confirm, First Name, Last Name, and Email Address fields.

a. Click Next. The App Server Settings page appears.

b. Repeat these steps for each instance of the tenant.

18 Click Next. The App Server Settings page appears.

If the HEAT Application Database Already Exists

If the HEAT Application Database already exists, the HEAT Application page appears as shown in Figure 46.


Figure 46 -- HEAT Application Page (HEAT Application Database Exists)

If you see this version of the HEAT Application page, you can optionally recreate the HEAT Application Database and—if necessary—specify the Windows domain account and credentials.

If you have customized the existing HEAT Application Database, do not recreate the HEAT Application Database unless you specify a different location in the New Database dialog box. The system will overwrite the customizations if you reload the database without specifying a different location.

To optionally recreate the HEAT Application Database, follow these steps:


1 Click Re-Create and Load HEAT Application.

2 In the confirmation dialog box, click OK. The New Database dialog box appears.

3 Specify the HEAT Application Database details as described in steps 2 through 13 of If the HEAT Application Database Does Not Exist.

4 Click Next. The App Server Settings page appears.


Perform this procedure from the App Server Settings page. See Figure 47 if you selected Microsoft SQL Authentication on the Configuration Server page, or see Figure 48 if you selected Windows Integrated Security on the Configuration Server page.

Figure 47 -- App Server Settings Page (Configuration Server Using Microsoft SQL Authentication)


Figure 48 -- App Server Settings Page (Configuration Server Using Windows Integrated Security)

Follow these steps to configure the HEAT Application Server.

If you are installing all HEAT Service Management system components on one host, all host names on this page are the same. In this situation, you can accept the default settings in this page.

1 In the Configuration Server Location field, enter the name of the system that hosts the HEAT Configuration Server. The default value is the name of the host that you are logged into now. If you are installing all HEAT Service Management system components on the same host, accept the default value. If you enter a different name, it must be a machine name or a fully-qualified domain name.

2 Select whether to use SSL for connections to the HEAT Configuration Server. If you use SSL, you must provide a fully-qualified domain name for the HEAT Configuration Server host.

We do not recommend enabling SSL on the HEAT Configuration Database (ConfigDB) until you have fully tested the HEAT Service Management system to ensure that it works with SSL.


For information on configuring the HEAT Service Management system with SSL, see Optional SSL Configuration.

3 In the Host Name field, enter the name of the system that hosts the HEAT Application Server. The default value is the name of the host that you are logged into now. If you are installing all HEAT Service Management system components on the same host, accept the default value. If you enter a different name, it must be a machine name (not a fully-qualified domain name).

4 Check Use this host for OpsConsole if you want to use this machine to host the HEAT Operations Console. We recommend that you only install and use the HEAT Operations Console on the staging server.

5 If you checked Use this host for OpsConsole, do the following:

a. Enter the backup location for the HEAT Operations Console in the OpsConsole Backup Location field.

b. Enter the account to use for the HEAT Operations Console in the Account field.

6 Check Use this host for Survey to specify that the HEAT Survey component resides on this host.

7 Check Use this host for SCCM Integration to make the HEAT Application Server work with SCCM integration. See Figure 48.

8 If you checked Use this host for SCCM Integration, enter the name of the system that hosts the HEAT IM Application Server in the Integration Server Location field.

9 If you specified Windows Integrated Security for the HEAT Configuration Server on the Configuration Server page (as described in Configuring the HEAT Configuration Database), the system prompts you for the Windows domain account and credentials. This setting is already configured if all HEAT Service Management system components are installed on one server. If you need to reconfigure it, click Set. In the resulting dialog box, enter the Windows domain user name and password and click OK.

10 If you specified SQL Authentication for the HEAT Configuration Server on the Configuration Server page (as described in Configuring the HEAT Configuration Database), the system states that it will use


the local system account for IIS application pool identity and Windows service. To use a different account, check this option and enter the credentials for the service account.

11 Click Next. The Configuration File Settings page appears.


Figure 49 -- Configuration File Settings Page

Configuration settings reside in the HEAT Configuration Database and are managed through the HEAT Configuration Server. See Figure 49.

1 To specify a different log file location on the HEAT Configuration Server, enter the location in the Log File Location field or browse to the location and select it.

2 To specify a different temporary folder location on the HEAT Configuration Server, enter the location in the Temp Folder Location field or browse to the location and select it. The temporary folder is used to cache JavaScript files and to enable integration server and HEAT Operations Console features.


Perform this procedure from the Customize Server area of the Configuration File Settings page, shown in Figure 49.

Use the Customize Server area to:


Specify the HEAT Application Server and port number.

Specify that SSL be used for connections to the HEAT Application Server.

Specify the HEAT License Server name and port number.

Specify the HEAT IM Application Server.

The default value in each server name field is the name of the host that you are logged into now. If you are installing all HEAT Service Management system components on the same host, you do not need to change these values or specify that SSL be used.

To specify a different host for one or more HEAT Service Management system components or to specify to use an SSL connection, perform the following steps:

1 Specify a host name for the HEAT Application Server. The name can be an IP address, a machine name, or a fully-qualified domain name. We recommend that you use the same naming format in all fields.

2 Enter the port number for the HEAT Application Server in the Port field.

3 Check Use SSL to specify that SSL be used for the connection to the HEAT Application Server. This updates the HEAT configuration files, but does not reconfigure Microsoft IIS or other system components to enable SSL. If you check SSL, you must enter a fully-qualified domain name for the HEAT Application Server.

Checking Use SSL on this page enables SSL for the HEAT Application Server only and does not enable SSL for the HEAT Configuration Server.

4 Specify a host name for the HEAT License Server. The name can be an IP address, a machine name, or a fully-qualified domain name. We recommend that you use the same naming format in all fields.

5 Enter the port number for the HEAT License Server in the Port field.

6 Specify a host name for the HEAT IM Application Server. We recommend that you use the same naming format in all fields.


7 To restart the HEAT Service Management system services after you click Finish, select Restart Services after setting configuration files. If you do not select this option, you must restart the HEAT Service Management system services manually. If you select this option, we recommend that you verify that the HEAT Service Management system services restarted after the System Configuration Wizard closes.

8 Click Next. The Metrics Server page appears.


Perform these steps to configure one or more HEAT Metrics Cache Databases, which you can use to analyze data. Your deployment can have multiple HEAT Metrics Cache Databases to improve performance. See Figure 50 for a Metrics Server page that uses SQL Authentication and see Figure 51 for a Metrics Server page that uses Windows Integrated Security.


Figure 50 -- Metrics Server Page for SQL Authentication


Figure 51 -- Metrics Server Page for Windows Integrated Security

1 In the DB Server Name field, enter or select the host name of the HEAT Metrics Cache Database Server, which is where the run-time states of scheduled jobs are stored. The name can be localhost, an IP address, a server name, or a fully-qualified domain name. To browse for a server name, click the down arrow and select <Browse for more>. The system displays all available database servers in the network for your connection. Select one and click OK.

2 Enter a name for the new HEAT Metrics Cache Database in the DB Name field.

3 Choose an authentication method:

To connect using Windows Integrated Security, choose Windows Integrated Security.


To connect using Microsoft SQL Authentication, choose SQL Authentication. Enter a user name and password to use whenever other HEAT Service Management components connect to the HEAT Metrics Cache Database Server.

4 Click Test Connection to test the connection to the HEAT Metrics Cache Database. A success or failure message appears to the right of the Test Connection button.

5 Depending on if your system already has a HEAT Metrics Cache Database, perform only one of the following procedures:

If the HEAT Metrics Cache Database Does Not Exist

If the HEAT Metrics Cache Database Already Exists

If the HEAT Metrics Cache Database Does Not Exist

If the HEAT Metrics Cache Database does not exist yet, the Metrics Server page contains a button called Create DB and Load Demo Application. Perform these steps if your Metrics Server page has a button that says Create DB and Load Demo Application.

1 Click Create DB and Load Demo Application. The New Database dialog box appears. It is very similar to the screen in Figure 38.

2 In the Location field, select a location for the HEAT Metrics Cache Database.

3 Click Advanced Options to view and reconfigure these HEAT Metrics Cache Database settings:


File type.

Initial size in MB.



File name.


The system creates the HEAT Metrics Cache Database based on the demo database and installs


it in the location that you specified. The demo database typically take 15 minutes or longer to load. Several progress dialog boxes appear as various Microsoft SQL scripts execute to create and load the HEAT Metrics Cache Database. After the HEAT Metrics Cache Database is loaded, Demo Database Loaded appears on the System Configuration Wizard page.

5 Enter the host name for the HEAT Configuration Server. The name can be an IP address, a machine name, or a fully-qualified domain name.

6 Enter the port number for the HEAT Configuration Server.

7 Select whether to use SSL for connections from the HEAT Metrics Cache Database to the HEAT Configuration Server. If you use SSL, you must provide a fully-qualified domain name for the HEAT Configuration Server host.

We do not recommend enabling SSL on the HEAT Configuration Server until you have fully tested the HEAT Service Management system to ensure that it works with SSL. For information on configuring the HEAT Service Management system with SSL, see Optional SSL Configuration.

8 Enter the following information to register a server in a multi-server deployment to the HEAT Metrics Cache Database:

Descriptive name of the server.

Description of the server.

Server name.

If this HEAT Metrics Server uses SSL.

If this HEAT Metrics Server is enabled.

9 Click Save.

10 Map an application to the current HEAT Metrics Cache Database as needed by selecting an application and checking Map. A HEAT Metrics Cache Database can be referenced by more than one HEAT Application Server.


11 To remove this server from metrics server entries, click Remove and then click Yes at the confirmation prompt.

12 Click Next or Finish:

If you have a Next button, click it to go to the next page of the System Configuration Wizard.

If you have a Finish button, click it. The System Configuration Wizard closes, and the settings that you specified in each page are used to update the HEAT configuration files. Reboot your system when prompted.

If the HEAT Metrics Cache Database Already Exists

If the HEAT Metrics Cache Database already exists, the Metrics Server page says "Metrics database is detected" and has a button that says Re-Create DB and Load DB as shown in Figure 50 and Figure 51. You can optionally recreate the HEAT Metrics Cache Database.

1 Click Re-Create and Load DB.

The system creates the HEAT Metrics Cache Database and installs it on the HEAT Database Server that you specified. Several progress dialog boxes appear as various Microsoft SQL scripts execute to create and load the HEAT Metrics Cache Database. After the HEAT Metrics Cache Database is loaded, Metrics Database Loaded appears in the System Configuration Wizard page.

2 Follow steps 2-11 in If the HEAT Metrics Cache Database Does Not Exist.

3 Click Next or Finish:

If you have a Next button, click it to go to the next page of the System Configuration Wizard.

If you have a Finish button, click it. The System Configuration Wizard closes, and the settings that you specified in each page are used to update the HEAT configuration files. Reboot your system when prompted.

Configuring Microsoft SQL Reporting

This section contains step-by-step instructions for using the System Configuration Wizard to configure the Microsoft SQL Reporting portion of the HEAT Reporting feature. See Figure 52.


Figure 52 -- Microsoft SQL Reporting Configuration Page in the System Configuration Wizard

1 Enter the name of the Report Server Host, which is the name of the server where Microsoft SSRS is deployed. This can be localhost, an IP address, a server name, or a fully-qualified domain name. This is the same server that you selected when you connected to Microsoft SQL Server.

2 Enter the Microsoft SSRS instance name in the SSRS Instance field.

3 Enter the Microsoft SSRS authentication type. See Configuring the HEAT Service Management System.

If you are installing a multi-tenant system, choose Custom Authentication.

If you are installing a single tenant system, choose Windows Authentication.


4 Enter the account name and password for the service account. This can be the same account that you use to run Microsoft SSRS and the HEAT Web Server and can be the same name and password that you entered when you originally configured the HEAT Web Server (if you configured a service account) on the App Server Settings page.

5 Ensure that the name of the Web Service Virtual Directory and the Report Manager Virtual Directory are correct. The default value is ReportServer for the Web Service Virtual Directory and Reports for the Report Manager Virtual Directory.

If you are in a shared Microsoft SSRS environment and use a separate Microsoft SSRS instance for HEAT Service Management, you must change these values from the default values; otherwise, you will overwrite the existing configuration if the virtual directory values are already assigned.

To use the existing Microsoft SSRS instance, you must use the same value for the Web Server Virtual Directory; otherwise, specifying a different virtual directory overwrites the existing Microsoft SSRS configuration. The Software Configuration Wizard populates the values used for the existing Microsoft SSRS instance.

To use the HEAT Reporting feature in a multi-tenant environment, we highly recommend that you install a separate Microsoft SSRS instance for the HEAT Reporting feature only.

6 Enter values for the HEAT Report Database:

For the DB Server field, enter the server name in this format: machinename\instance. You can find this value by opening Microsoft SQL Server Management Studio and clicking Connect to Server. The dialog box displays the machinename\instance value.

For the DB Name field, enter the name of the HEAT Reporting Database. The default value is ReportServer.

Enter the report database credentials in the User Name and Password fields. You can specify Microsoft SQL Server or Windows credentials.

7 Click Test Connection. The system displays "Connection Successful!" if you are successful.

8 Enter the SMTP Server and Sender Address email settings for the account that will send the reporting output to the system.


If the SMTP server name is not valid, the System Configuration Wizard will not advance to the next page.

9 Click Next.

Configuring the HEAT Reporting Service

This section contains step-by-step instructions for using the System Configuration Wizard to configure the HEAT Reporting service. See Figure 53.

Figure 53 -- HEAT Reporting Service Page in the System Configuration Wizard

Configure the relationship between the HEAT Service Management database and the HEAT Reporting feature by using the HEAT Reporting Service page of the System Configuration Wizard.

1 Enter the name of the HEAT Configuration Server. This is the same name that you entered on the App Server Settings page. See Configuring Application Server Settings. Check Use SSL to use SSL for


connections to the HEAT Configuration Server. If you use SSL, you must provide a fully-qualified domain name for the HEAT Configuration Server host.

2 Enter the HEAT Database account type. You can choose SQL Server Credentials, Windows Credentials, or Service Credentials. If you chose Custom Authentication in step 2 of Configuring the HEAT Metrics Server, this option automatically displays as SQL Server Credentials and you cannot change it. If not already filled in, enter the user name and password. Click Test Connection to ensure that the connection works.

3 Enter the name of the HEAT Application Server and check Use SSL if you want to use SSL.

4 (Optional, if you chose Windows Credentials or Service Credentials in step 2, this section does not appear.) Enter the user name and password for user of the HEAT Reporting feature.

5 To verify that the configuration settings work, do the following to use the HEAT Reporting feature:

a. Click Provision Report Now to add sample report data to the application.

b. Log into the HEAT Service Management system and change your role to Report Manager. You should be able to see the sample reports and be able to create one.

6 When see confirmation that the out-of-the-box reports have been provisioned (the last line of this step changes from "OOB Reports (not provisioned yet)" to "OOB Reports (provisioned on <date>)", click Finish.

Installing the Demo Data Package

Only perform this procedure if you did not check the Don't include Demo data box on the HEAT Application page. See Figure 42.

The HEAT Service Management system comes with additional transaction database that you can use to test and view the analytic metrics, financial, ITFM, and other HEAT Service Management features. Follow these steps to install the demo data package:

1 Navigate to <target_install_directory>\HEAT\SystemConfigurationWizard\DB\AppServer\SQL\DemoData\Demo Data Pkg.rar


and download the demo data package. By default, the target installation directory is C:\Program Files\FrontRange Solutions.

2 Extract the Demo Data Pkg.rar file.

3 Use Microsoft SQL Management Studio to restore the file called DemoData_Database.bak. This was created based on Microsoft SQL Release 2008 R2.

4 Back up the current HEAT Service Management database.

5 Use Microsoft SQL Management Studio to open the script called Demo Data Transfer Script.sql. Update the names of the source and target databases based on your environment.

6 Use Microsoft SQL Management Studio to run the script called Demo Data Transfer Script.sql.


Optional SSL ConfigurationThe metrics server is not compatible with SSL if your HEAT Service Management system has Windows Integrated Security set up.

You can configure your HEAT Service Management system for SSL. This configuration is optional. There are three scenarios:

The HEAT Application Database and the HEAT Configuration Database both use SSL. See Configuring SSL for the HEAT Application Database and the HEAT Configuration Database.

The HEAT Application Database uses SSL but the HEAT Configuration Database does not use SSL. See Configuring SSL for the HEAT Application Database Only.

Neither the HEAT Application Database nor the HEAT Configuration Database uses SSL. In this scenario, do not check SSL on any of the pages of the System Configuration Wizard.

Configuring SSL for the HEAT Application Database and the HEAT Configuration DatabaseTo configure both your HEAT Application Database and the HEAT Configuration Database to use SSL, follow all of the steps in all of these sections:

Before You Begin

Configuring SSL in Microsoft IIS Manager

Configuring SSL in the System Configuration Wizard

Before You BeginEnsure that https:\\localhost:443 displays the Microsoft IIS Manager welcome page.

Ensure that your system has a valid certificate.



1 In Microsoft IIS Manager, navigate to Sites > Default Web Site and select SSL Settings. On the SSL Settings page, check Require SSL and under client certificates, select Ignore.

2 Navigate to Sites > HEAT and select SSL Settings. On the SSL Settings page, check Require SSL and under client certificates, select Ignore.

3 Navigate to Sites > CentralConfig and select SSL Settings. On the SSL Settings page, check Require SSL and under client certificates, select Ignore.

4 Add an SSL port by doing the following:

a. Navigate to Sites > Default Web Site, right click, and select Edit Bindings....

b. Click Add....

c. In the Add Site Binding dialog box, under type, select HTTPS and under SSL certificate, select the certificate that you received from the Certificate Authority. The system automatically enters 443 for the port.

d. Click OK.

5 Check that you can access https://<fully-qualified domain name>.


1 In the System Configuration Wizard, on the Configuration Server page, ensure that the Configuration Server Domain Name field uses a fully-qualified domain name and not a machine name.

2 In the System Configuration Wizard, on the bottom of the HEAT Application page, ensure that you check Use Domain name to access HEAT Application and enter a fully-qualified domain name for the HEAT Application. Do not use a machine name.

3 In the System Configuration Wizard, on the App Server Settings page, do the following:

Ensure that you enter the HEAT domain name in the Configuration Server Location field.


Check Use SSL.

Ensure that you enter the host name and not the domain name in the Host Name field.

Figure 54 -- App Server Settings Page

4 In the System Configuration Wizard, on the Configuration File Settings page, check Use SSL.


5 In the System Configuration Wizard, on the Metrics Server page, check Use SSL.


Configuring SSL for the HEAT Application Database OnlyTo configure your HEAT Application Database to use SSL but not the HEAT Configuration Database, follow all of the steps in all of these sections:

Before You Begin



Before You BeginEnsure that https:\\localhost:443 displays the Microsoft IIS Manager welcome page.

Ensure that your system has a valid certificate.


1 In Microsoft IIS Manager, navigate to Sites > Default Web Site and select SSL Settings. On the SSL Settings page, ensure that Require SSL is not checked. Under client certificates, select Ignore.

2 Navigate to Sites > HEAT and select SSL Settings. On the SSL Settings page, check Require SSL and under client certificates, select Ignore.

3 Navigate to Sites > Central Config and select SSL Settings. On the SSL Settings page, ensure that Require SSL is not checked. Under client certificates, select Ignore.

4 Add an SSL port by doing the following:

a. Navigate to Sites > Default Web Site, right click, and select Edit Bindings....

b. Click Add....

c. In the Add Site Binding dialog box, under type, select HTTPS and under SSL certificate, select the certificate that you received from the Certificate Authority. The system automatically enters 443 for the port.

d. Click OK.

5 Check that you can access https://localhost.



1 In the System Configuration Wizard, on the HEAT Application page, ensure that the HEAT Application Database uses a domain name and not a machine name.

2 In the System Configuration Wizard, on the App Server Settings page, do the following:

Ensure that Use SSL is not checked.

Ensure that you enter the HEAT domain name in the Configuration Server Location field.

Ensure that you enter the host name and not the domain name in the Host Name field.

Figure 56 -- App Server Settings Page

3 In the System Configuration Wizard, on the Configuration File Settings page, check Use SSL. This is the only place in the System Configuration Wizard where you check Use SSL. Do not check Use SSL on any other page of the wizard.




Upgrading the HEAT Service Management System from an Earlier Release

About Upgrading

Upgrading from Release 2014.2.x

Upgrading from Earlier Releases

About UpgradingWhen you upgrade the HEAT Service Management system, you must upgrade both the HEAT Service Management and the HEAT Reporting feature at the same time. The versions of the software for both the HEAT Service Management and the HEAT Reporting feature must be the same.

Upgrading from Release 2014.2.xThe most recent version of the HEAT Service Management system is Release 2014.3.1. You can upgrade to this release directly from Release 2014.2.x. You do not need to uninstall the previous version; you can just install Release 2014.3.1 over Release 2014.2.x.

To upgrade the HEAT Service Management system, perform these steps on the system that hosts all HEAT Service Management components:

1 Before you begin the upgrade, back up the following:

HEAT Configuration Database

HEAT Application Database

Attachment folder (if used)

2 Access the installation folder on the FrontRange Solutions product CD or download folder and run HEATServiceManagement.exe. If the system detects another version of the HEAT Service Management system already installed, it asks you if you want to upgrade. Click Yes.


Figure 58 -- Upgrade Prompt

3 In the welcome dialog box, click Next. The License Agreement dialog box appears.

4 Select I accept the terms in the license agreement and click Next. The Destination Folder dialog box appears.

5 Click Next to accept the default installation folder, or click Change and select a different folder. The Setup Type dialog box appears.

6 Select Complete for the installation type and click Next. The upgrade is ready to be installed.


The HEAT Service Management file installation begins. A status dialog box appears, showing the installation progress of each module over the next few minutes.

8 If the installer cannot stop the FrontRange Solutions Windows services because they are being used, the system prompts you to close the associated applications. Click OK. See Figure 59.


Figure 59 -- Files in Use Dialog Box

9 When the HEAT Service Management file installation is finished, the system displays the HEAT License Server.

10 Click License Management > List to see the list of licenses that are already installed. Ensure that the MAC addresses for the licenses are correct.

11 Close the HEAT License Server. The system displays the System Configuration Wizard.

12 Go through the pages in the wizard making any changes that might be necessary. On the Configuration Server page, you may be prompted to create a new account for the Configuration Application Administrator Login Account. You do not need to create a new account if you already have an existing administrator account. You can enter the information for your existing administrator account.

13 Continue through the wizard until you get to the page called Upgrade System. See Figure 60.


Figure 60 -- Upgrade System Page in the System Configuration Wizard

14 If your deployment has multiple HEAT Configuration databases, such as for a deployment with production, staging, and UAT instances of the tenant, then this page displays a drop-down list where you can select which database to upgrade. Select a HEAT Configuration Database to update.

15 Notice that the system table version for the HEAT Configuration Database is not the latest version. Click the first Upgrade System button to upgrade the HEAT Configuration Database.

16 When prompted, enter the administrator role credentials for the HEAT Configuration Database and click OK. This is the administrator account that you entered in step 12.

17 If your deployment has multiple HEAT Configuration Databases, select the next HEAT Configuration Database to upgrade and follow the instructions in steps 15 and 16.

18 Continue until you have upgraded all of the HEAT Configuration Databases.

19 If your deployment has multiple HEAT Application databases, such as for a deployment with production, staging, and UAT instances of the tenant, then this page displays a drop-down list where you can select which database to upgrade. Select a HEAT Application Database to update.


20 Notice that the system table version for the HEAT Application Database is not the latest version. Click the second Upgrade System button to upgrade the HEAT Application Database.

21 When prompted, enter the administrator role credentials for the HEAT Service Management application and click OK.

22 If your deployment has multiple HEAT Application databases, select the next HEAT Application Database to upgrade and follow the instructions in steps 20 and 21.

23 Continue until you have upgraded all of the HEAT Application databases.

24 Click Finish.

25 Access the installation folder on the FrontRange Solutions product CD or download folder and run HEATReportingService.exe to upgrade the HEAT Reporting feature.

26 Access the installation folder on the FrontRange Solutions product CD or download folder and run HEATInventoryManagement.exe to upgrade HEAT Discovery.

27 Restart your system.

Upgrading from Earlier ReleasesTo upgrade to HEAT Service Management Release 2014.3.1 from an earlier release, you must upgrade your system to every release between your current release and Release 2014.3.1 in sequential order.

For example, if you currently have Release 2013.1.x and you want to upgrade to Release 2014.3.1, you must first upgrade to Release 2013.2.1, then upgrade to Release 2014.1.1, then upgrade to Release 2014.2.1, and then upgrade to Release 2014.3.1.

If you are upgrading from Release 2014.2.1 to Release 2014.3.1 you do not need to uninstall the older release before installing the newer release. However, if you are upgrading from Release 2014.1.1 or earlier, you must uninstall the HEAT Service Management system before installing the next version.


TroubleshootingIf you have problems with your installation or deployment, check this section first.

Logging In Error Messages

Troubleshooting

Upgrade Error Messages

Backup Error Message

Database Migration Error Messages

Microsoft SQL Execution Errors

Update Key Not Found Warning Messages

Workflow Warnings

Software Problems

Logging In Error MessagesError Message

Error upon executing commands: The following error occured when authenticating with the tenant <tenantUrl>.Status: TenantNotFound

Possible Cause

The tenant that you specified is invalid.

Solution

Ensure that the tenant URL and tenant ID are valid.

Error Message

Error upon executing commands: The following error occurred when authenticating with the tenant <tenantUrl>.Status: AccessDenied

Possible Cause

You entered an invalid user name or password.


Solution

Ensure that the user name and password are valid.

Error Message

Error upon executing commands: The following error occurred when authenticating with the tenant APPSERVER.Status: InvalidRole

Possible Cause

You do not have administrator rights.

Solution

Ensure that you have administrator rights. See About Roles.

Error Message

Error upon executing commands: Could not establish trust relationship for the SSL/TLS secure channel with authority '<IP_address>'.

Possible Cause

You did not connect to the HEAT Application Server using HTTPS.

Solution

Configure the HEAT Application Server to use SSL. See Optional SSL Configuration. Enter the URL for the HEAT Application Server that is configured to use SSL.

Error Message

Failed to execute applyPatch: The remote server returned an unexpected response: (400) Bad Request.

Possible Cause

The database version is not up to date.

Solution

If the system table upgrade fails, review the log files and fix any metadata issues. Then upgrade the system table.


Problem: Cannot log in to the ConfigDB.

Possible Cause

There is no Application field on the HEAT Login page. This may be due to not setting the "RequireTenantIdInURL" parameter to true in the file called c:\Program Files (x86)\FrontRange Solutions\HEAT\AppServer\Web.config, or due to the HEAT Configuration Server not being configured with a fully-qualified domain name.

Solution

To access the HEAT Configuration Database (ConfigDB), use the value for "Configuration Server Domain Name" that you entered on the Configuration Server page of the wizard (shown in ). Enter the fully-qualified domain name in the format "config.servername.com". See HEAT Service Management Login Page with Application Choice.

SCCM Access (Inventory Management) ProblemProblem: Cannot use SCCM. Services are stuck in starting mode.

Possible Cause

You are using a domain account for running all FrontRange Solutions services including the Integration Server service that is required for SCCM integration and the domain account has insufficient rights.

Solution

Use your local system account and restart the HEAT Service Management system.

Upgrade Error MessagesProblem: After upgrading to Release 2014.1.1, the list of tenants in the HEAT Operations Console is empty.

Possible Cause

During the upgrade, the system updated the connection strings for the landscape with the incorrect name for the data source.

Solution

In the HEAT Operations Console, edit each landscape to update the data source to the correct database server name. See Upgrading the HEAT Service Management System from an Earlier Release for more information


on how to do this.

Error Message

Failed to execute applyPatch: The request channel timed out while waiting for a reply after 00:59:59.7741622. Increase the timeout value passed to the call to Request or increase the SendTimeout value on the Binding. The time allotted to this operation may have been a portion of a longer timeout.

Possible Cause

By default, the upgrade tool is set to wait for one hour for a response from the HEAT Application Server. This message indicates that the HEAT Application Server is still applying the patch or package. The patch can be completed at any time.

Solution

Check the status of the upgrade tool later by looking at the patch log in the HEAT Configuration Database (ConfigDB).

Backup Error MessageError Message

No database backup location specified in configuration database. Please contact support.Backup failed for Server 'db_server'.

Possible Cause

The backup location is not set in the HEAT Configuration Database (ConfigDB).

The backup failed to execute because of permissions issues.

Solution

Ensure that you have set the backup location and ensure that you have the correct permissions.

Database Migration Error MessagesError Message

Error during metadata commit operation: System.Exception: The following errors were encountered when synchronizing the schema:…….


Possible Cause

This indicates a serious problem in business object metadata and is a synchronization schema error. The system cannot synchronize the database schema change with the business object definition. If you get this error, the system usually stops upgrading the metadata.

Solution

If this happens in your production environment, restore the database from a backup that was made before the upgrade. Then contact FrontRange Solutions support so that they can look into the error.

Error Message

Error during metadata commit operation: DataLayer.SaaSDbException: Invalid object name 'Frs_ITFM_Account_Status'. ---> System.Data.SqlClient.SqlException: Invalid object name 'Frs_ITFM_Account_Status'.

Possible Cause

Part of the database is corrupt.

Solution

Call FrontRange Solutions support. They may suggest that you restore the database from a backup that was made before the upgrade.

Error Message

Error during metadata commit operation: System.Reflection.TargetInvocationException: Exception has been thrown by the target of an invocation. ---> System.NullReferenceException: Object reference not set to an instance of an object.

Possible Cause

Part of the database is corrupt.

Solution

Call FrontRange Solutions support. They may suggest that you restore the database from a backup that was made before the upgrade.


Microsoft SQL Execution ErrorsError Message

An error occurred when applying patch named <some_filename>.sql in package <some_package>.MetadataPackage to tenant <tenantUrl>.Unable to execute SQL due to Invalid column name 'IPCMUrlPort'.:update FRS_IPCM_Integration set IPCMUrlPort = 2323 where IPCMUrlPort is nullUnable to execute SQL due to Invalid column name 'IPCMUrl'.:update FRS_IPCM_Integration set IPCMUrl = 'http://' + IPCMServerHost + ':' + convert(varchar(6), IPCMUrlPort) where IPCMUrl is null and IPCMServerHost is not null

Possible Cause

An embedded Microsoft SQL statement is corrupt.

Solution

Review the Microsoft SQL statements.

Update Key Not Found Warning MessagesError Message -- Business Object

Error during metadata update operation. MetadataType: BusinessObject, ID: Frs_AuthenticationProvider# SaaS.StandardizedMetadata.UpdateKeyNotFoundException: Update key not found: key = Rel2sat SaaS.StandardizedMetadata.MetadataExtensions.Patch(XElement element, XElement differences)at DataLayer.MetadataPatch.ApplyGroupedActions(IMetadataProvider provider, ISessionContext sessionContext, IEnumerable`1 definitionGroup) in c:\depot\Eng\SaaS\main\Platform\AppServer\MetadataServices\MetadataPatch.cs:line 1034

Possible Cause

There is a problem updating the metadata and the system did not update the business object.

Solution

Review the business object to make sure it was updated.


Error Message -- Form

Error during metadata update operation. MetadataType: Form, ID: Task.WorkOrder System.Exception: Update key not found: key = Detailsat SaaS.StandardizedMetadata.MetadataExtensions.Patch(XElement element, XElement differences) in c:\depot\Eng\SaaS\main\Platform\StandardizedMetadata\MetadataExtensions.cs:line 1377at SaaS.StandardizedMetadata.MetadataExtensions.Patch(XElement element, XElement differences) in c:\depot\Eng\SaaS\main\Platform\StandardizedMetadata\MetadataExtensions.cs:line 1359at DataLayer.MetadataPatch.ApplyGroupedActions(IMetadataProvider provider, ISessionContext sessionContext, IEnumerable`1 definitionGroup) in c:\depot\Eng\SaaS\main\Platform\AppServer\MetadataServices\MetadataPatch.cs:line 1016

Error Message -- Dashboard

Error during metadata update operation. MetadataType: Dashboard, ID: 8e2cce05-c593-4545-bf4d-5f719a9bd5a5 System.Exception: Update key not found: key = OLA Target Compliance ( e94a602f-959e-4cf1-9c07-be4d5eb0da68 )at SaaS.StandardizedMetadata.MetadataExtensions.Patch(XElement element, XElement differences) in c:\depot\Eng\SaaS\main\Platform\StandardizedMetadata\MetadataExtensions.cs:line 1377at SaaS.StandardizedMetadata.MetadataExtensions.Patch(XElement element, XElement differences) in c:\depot\Eng\SaaS\main\Platform\StandardizedMetadata\MetadataExtensions.cs:line 1359at DataLayer.MetadataPatch.ApplyGroupedActions(IMetadataProvider provider, ISessionContext sessionContext, IEnumerable`1 definitionGroup) in c:\depot\Eng\SaaS\main\Platform\AppServer\MetadataServices\MetadataPatch.cs:line 1016

Error Message -- Validation Data

Error during metadata update operation. MetadataType: ValidationData, ID: Justification# System.Exception: Update key not found: key = Justification#_culture#pt-BRat SaaS.StandardizedMetadata.MetadataExtensions.Patch(XElement element, XElement differences) in c:\depot\Eng\SaaS\main\Platform\StandardizedMetadata\MetadataExtensions.cs:line 1377at SaaS.StandardizedMetadata.MetadataExtensions.Patch(XElement element, XElement differences) in c:\depot\Eng\SaaS\main\Platform\StandardizedMetadata\MetadataExtensions.cs:line 1359at SaaS.StandardizedMetadata.MetadataExtensions.Patch(XElement element, XElement differences) in c:\depot\Eng\SaaS\main\Platform\StandardizedMetadata\MetadataExtensions.cs:line 1359


at DataLayer.MetadataPatch.ApplyGroupedActions(IMetadataProvider provider, ISessionContext sessionContext, IEnumerable`1 definitionGroup) in c:\depot\Eng\SaaS\main\Platform\AppServer\MetadataServices\MetadataPatch.cs:line 1016

Error Message -- Rule

Error during metadata update operation. MetadataType: Rule, ID: Incident# System.Collections.Generic.KeyNotFoundException: The given key was not present in the dictionary.at System.Collections.Generic.Dictionary`2.get_Item(TKey key)at SaaS.StandardizedMetadata.MetadataExtensions.Patch(XElement element, XElement differences) in c:\depot\Eng\SaaS\main\Platform\StandardizedMetadata\MetadataExtensions.cs:line 1386at SaaS.StandardizedMetadata.MetadataExtensions.Patch(XElement element, XElement differences) in c:\depot\Eng\SaaS\main\Platform\StandardizedMetadata\MetadataExtensions.cs:line 1359at DataLayer.MetadataPatch.ApplyGroupedActions(IMetadataProvider provider, ISessionContext sessionContext, IEnumerable`1 definitionGroup) in c:\depot\Eng\SaaS\main\Platform\AppServer\MetadataServices\MetadataPatch.cs:line 1016

Possible Cause

There is a problem updating the metadata.

Solution

You do not need to do anything.

Workflow WarningsError Messages

Error during metadata delete operation. MetadataType: Workflow, ID: 69d31c7248b54f92bc1bff415cd29e0f System.Exception: Could not deactivate workflow definition RecId: 69d31c7248b54f92bc1bff415cd29e0f ---> System.Exception: Error updating existing active workflow definition to inactive, RecId 69d31c7248b54f92bc1bff415cd29e0fat SaaS.WebUI.WorkflowMetadataServices.WorkflowMetadataUpdate.Delete(MetadataType metadataType, String id) in c:\depot\Eng\SaaS\main\Platform\AppServer\BPE\src\WorkflowMetadataServices.cs:line 409 Error during metadata insert operation. MetadataType: Workflow, ID: 871d9466c4754fa19ffb03de179cd057 System.Exception: Inactive definition exists with the same RecId: Name:LDAP Sync_LC_


133k134k135k13k14k15k16k17k18k19k, ObjectType:ScheduleEntry, Definition RecId 871d9466c4754fa19ffb03de179cd057 at SaaS.WebUI.WorkflowMetadataServices.WorkflowMetadataUpdate.CreateWorkflowDefinition(String name, String objectType, String defRecId, String typeRecId, XElement workflow) at SaaS.WebUI.WorkflowMetadataServices.WorkflowMetadataUpdate.Insert(MetadataType metadataType, XElement workflow) at SaaS.StandardizedMetadata.MetadataProvidersContainer.Insert(MetadataType metadataType, XElement definition) at DataLayer.MetadataPatch.ApplyGroupedActions(IMetadataProvider provider, ISessionContext sessionContext, IEnumerable`1 definitionGroup)

Possible Cause

There is a problem updating the workflows.

Solution

You do not need to do anything.

Software ProblemsProblem: The system cannot search.

Problem: The web servers do not work correctly.

Problem: The HEAT Reporting feature is not working properly.

Problem: The dashboard and report controls, such as pivoting and copy/paste, are not working.

Problem: Using Chrome and cannot download or edit reports.

Problem: Using Firefox and cannot download or edit reports.

Problem: Using Internet Explorer and cannot download files or run controls.

Problem: Using Internet Explorer and cannot open websites.

Problem: Unable to use integrated components, such as FrontRange Voice.

Problem: The system cannot search.

Possible Cause

Microsoft SQL Server must have full-text search enabled. If it does not, the HEAT Service Management demo database will not load properly.


Solution

Enable full-text search. See Enabling Full-Text Search.

Problem: The web servers do not work correctly.

Possible Cause

In multi-server environments, each HEAT web server must meet the system requirements.

Solution

See HEAT Web Server Requirements

Problem: The HEAT Reporting feature is not working properly.

Possible Cause

You are using Microsoft SQL Server 2008 R2 SP2 with Microsoft SSRS 2012.

Solution

They are not compatible. If you are using Microsoft SQL Server 2008 R2 SP2, you must use Microsoft SSRS 2008. See Hardware and Software Requirements.

Problem: The dashboard and report controls, such as pivoting and copy/paste, are not working.

Possible Cause

All browsers must support Adobe Flash, which is required to use dashboard charting, pivoting, copy and paste control, and Service Catalog attachment control.

Solution

Install Adobe Flash. See Client Computer Requirements.

Problem: Using Chrome and cannot download or edit reports.

Possible Cause

You have not installed the ClickOnce extension yet.


Solution

Install the ClickOnce extension for Chrome. Navigate to https://chrome.google.com/webstore/detail/eeifaoomkminpbeebjdmdojbhmagnncl# to download the extension. See Client Computer Requirements.

Problem: Using Firefox and cannot download or edit reports.

Possible Cause

You have not installed the Microsoft .NET framework assistant extension yet.

Solution

Install the Microsoft .NET framework assistant extension. Navigate to https://addons.mozilla.org/en-US/firefox/addon/9449 to download the extension. See Client Computer Requirements.

Problem: Using Internet Explorer and cannot download files or run controls.

Possible Cause

You did not enable scripting.

Solution

Set properties in Internet Explorer as follows:

1 Go to theTools > Internet Options > Security > Custom level page.

2 Set the following options to enable:

Run ActiveX controls and plug-insFile downloadScripting > Active scripting

Problem: Using Internet Explorer and cannot open websites.

Possible Cause

You have not set the HEAT Service Management system to be a trusted site.


Solution

Set properties in Internet Explorer as follows:

1 Go to theTools > Internet Options > Security page.

2 Highlight Trusted sites and click Sites.

3 Click Add.

Problem: Unable to use integrated components, such as FrontRange Voice.

Possible Cause

You must use the Microsoft Windows operating system when you use integrated components.

Solution

Change to the Microsoft Windows operating system. See Client Computer Requirements.


Compatibility MatrixLegend

Server Compatibility

Microsoft .NET Framework

Web Servers

Database Management Systems

Email Servers

Other Integrations

Client Compatibility -- Browsers

Legend

C Has been fully tested by Quality Assurance (QA) and indicates compatibility (supported).

W Has not been fully tested by QA for compatibility and/or integration, but works (supported).

N Has been tested by QA for compatibility and/or integration but is NOT supported due to test results.

NT Has not been tested by QA; is currently NOT supported due to lack of testing.

-- Not applicable/not available (not supported).

Server Compatibility

See Hardware and Software Requirements for more information about server compatibility.

Operating system HEAT 2014.1, HEAT 2014.2

HEAT 2014.3

Microsoft Windows 2000 Server -- --

Microsoft Windows Server 2003 -- --

Microsoft Windows 2008 R2/Windows 2012 OS localized versions (such as German and French)

W W


Operating system HEAT 2014.1, HEAT 2014.2

HEAT 2014.3

Microsoft Windows Server 2008 R2 English C --

Microsoft Windows Server 2008 (includes all patch levels) 64-bit with non US region settings

W W

Microsoft Windows Server 2008 R2 x64 SP1/SP2 -- C

Microsoft Windows Server 2012 English (64-bit) C C

Microsoft Windows Server 2012 R2 English, including SP1 and SP2

C C

Microsoft .NET Framework

See Hardware and Software Requirements for more information about Microsoft .NET Framework compatibility.

HEAT 2014.1, HEAT 2014.2

HEAT 2014.3

Microsoft .NET Framework Release 1.1 SP1 -- --

Microsoft .NET Framework Release 2.0 -- --


Microsoft .NET Framework Release 3.5 SP1 -- --


Microsoft .NET Framework Release 4.5 C --

Microsoft .NET Framework Release 4.5.2 -- C

Web Servers

See HEAT Web Server Requirements for more information about web server compatibility.

HEAT 2014.1, HEAT 2014.2

HEAT 2014.3

Microsoft IIS Release 5.1 -- --


HEAT 2014.1, HEAT 2014.2

HEAT 2014.3

Microsoft IIS Release 6.0 SP1 -- --

Microsoft IIS Release 7.0[1] -- --

Microsoft IIS Release 7.5 C C

Microsoft IIS Release 8.0 C C

Microsoft IIS Release 8.5 -- C

Database Management Systems

HEAT 2014.1,HEAT 2014.2

HEAT 2014.3

Microsoft SQL Server 2000 x -- --

Microsoft SQL Server 2005 x -- --

Microsoft SQL Server 2008 R2 SP2 C C

Microsoft SQL Server 2012 C C

Microsoft SQL Server 2012 SP1 C C

Microsoft SQL Server 2014 -- W

Oracle DB -- --

IBM DB2 9.1 -- --

Email Servers

HEAT 2014.1,HEAT 2014.2, HEAT 2014.3

Lotus Domino NT

Novell GroupWise NT


HEAT 2014.1,HEAT 2014.2, HEAT 2014.3

Microsoft Exchange 2007/2010 (supports email server products that support POP3, SMTP, iMAP4)

C

Other Integrations

HEAT 2014.1,HEAT 2014.2,HEAT 2014.3

FrontRange Voice C

DSM Release 7.2.2, DSM Release 2013.2 C

Citrix NT

VMWare ESX 4 W

FrontRange Mobile C

Client Compatibility -- Browsers

See Client Computer Requirements for more information about browser compatibility.

HEAT 2014.1,HEAT 2014.2

HEAT 2014.3

Microsoft Internet Explorer Release 6.0 SP1 -- --

Microsoft Internet Explorer Release 7.0 -- --

Microsoft Internet Explorer Release 8.0 -- --

Microsoft Internet Explorer Release 9.0 C C



Mozilla Firefox Release 31 C C

Google Chrome Release 38 C C


HEAT 2014.1,HEAT 2014.2

HEAT 2014.3

Apple Safari NT NT


Appendix: Installing HEAT Service Management for Other DeploymentsThe sections in this appendix describe how to use the HEAT Service Management installer and the System Configuration Wizard to install and configure several of the more common HEAT Service Management deployments.

The procedures in this appendix supplement the detailed information provided in Installing the HEAT Service Management System. For example, this appendix does not provide information about every prompt and screen in the HEAT Service Management installation program and the System Configuration Wizard. For that level of detail, see Installing the HEAT Service Management System.

This appendix describes the following deployments:

HEAT Service Management in a Demo Environment Deployment

HEAT Service Management with One Configuration Database and Three Application Servers Deployment

HEAT Service Management High-Availability Deployment

HEAT Service Management with the Web Server on a Separate Host Deployment

HEAT Discovery Deployment

IP Communications Management (IPCM) Deployment


HEAT Service Management in a Demo Environment Deployment

About This Deployment

Installing the HEAT System in a Demo Environment


For general information about the HEAT Service Management deployment architecture, see HEAT Deployment Options.

Figure 61 -- Example of One Configuration Database and One Application Server


In this configuration, which is the same as deployment OC1 (described in Option OC1: One Configuration Database and One Application Server), all HEAT Service Management components are installed on the same host. The HEAT database servers (named ConfigDB and HEATSM, by default) reside together on the same host. See Figure 61.


Installing the HEAT System in a Demo EnvironmentTo install the HEAT Service Management system in a demo environment, perform these steps:

1 On the server you are using for this deployment, install the HEAT Service Management system in the production environment:

Install all HEAT Service Management components except for the HEAT Operations Console. See Installing HEAT Service Management in the Production Environment.

Install the HEAT License Server. See Installing the HEAT License Server.

Use the System Configuration Wizard to configure your production environment. See Configuring the HEAT Service Management System.

2 On the same server that you used in step 1, install the HEAT Service Management system in the staging/UAT environment:

Install all HEAT Service Management components including the HEAT Operations Console. See Installing HEAT Service Management in the Staging/UAT Environment.


Use the System Configuration Wizard to configure your staging/UAT environment. See Configuring the HEAT Service Management System.












HEAT Service Management with One Configuration Database and Three Application Servers Deployment

About this Deployment

Installing the HEAT System in a Deployment with One Configuration Database and Three Application Servers



This deployment, which is the same as deployment OC2 (described in Option OC2: One Configuration Database and Three Application Servers), consists of the following:

One tenant, with three instances of that tenant: production, staging, and UAT.

One HEAT Application Database with three versions: production (HEATSM), staging (HEATSM-STG), and UAT (HEATSM-UAT).

One HEAT Configuration Database (ConfigDB) that is shared by all three instances of the tenant.

With this deployment, because there is only one HEAT Configuration Database (ConfigDB), you must upgrade all three instances of the tenant at the same time.


Figure 62 -- Example of One Configuration Database and Three Application Servers

Installing the HEAT System in a Deployment with One Configuration Database and Three Application ServersTo install the HEAT Service Management system in this deployment, perform these steps:

1 On the server you are using for this deployment, install the HEAT Service Management system in the production environment:

Install all HEAT Service Management components except for the HEAT Operations Console. See Installing HEAT Service Management in the Production Environment.


Install the HEAT Reporting Server. See Installing HEAT Service Management in the Production Environment.



2 On the same server that you used in step 1, install the HEAT Service Management system in the staging/UAT environment:

Install all HEAT Service Management components including the HEAT Operations Console. Do not install the HEAT License Server. See Installing HEAT Service Management in the Staging/UAT Environment.


Install the HEAT Reporting Server. See Installing HEAT Service Management in the Production Environment.








HEAT Service Management High-Availability Deployment


Installing the HEAT System with High Availability Deployment



Load balancing, or high availability, is handled within the HEAT Service Management system. For example, in the configuration shown in Figure 63, the HEAT Service Management components are connected to one or more load-balancing servers. In this example:

The HEAT Web Servers, which contain HEAT Service Management components that are user-facing, all connect to a physical load-balancing server.

The HEAT Processing Servers, which contain HEAT Service Management components that are not user-facing, do not connect to a physical load-balancing server, but instead use a built-in load balancer.

The HEAT Web Servers and Processing Servers all connect to the same HEAT Application and HEAT Configuration Databases. Load balancing for the HEAT Database Servers is from a cluster.


Figure 63 -- High Availability (Load-Balanced) Configuration -- Physical Diagram

Installing the HEAT System with High Availability DeploymentTo install the HEAT Service Management system in this deployment, perform these steps:

1 Install the HEAT Service Management system in the production environment, following the steps below, for BOTH servers that will host the HEAT Processing Servers:

Install all HEAT Service Management components except for the HEAT Operations Console. See Installing the HEAT Processing Servers in a Load-Balanced System and Installing the HEAT Service Management System.


Use the System Configuration Wizard to configure your production environment. See Configuring the HEAT Processing Servers in a Load-Balanced System and Configuring the HEAT Service Management System.

2 Install the HEAT Service Management system in the staging/UAT environment, following the steps below, for BOTH servers that will host the HEAT Processing Servers:


Install all HEAT Service Management components including the HEAT Operations Console. See Installing the HEAT Web Servers in a Load-Balanced System and Installing the HEAT Service Management System.


Use the System Configuration Wizard to configure your staging/UAT environment. See Configuring the Web Servers in a Load-Balanced System and Configuring the HEAT Service Management System.

Follow the steps above if you are hosting the staging and UAT environments on one server. If you are hosting the staging and UAT environments on separate servers, follow the steps above once for the staging environment and again for the UAT environment.











Installing the HEAT Processing Servers in a Load-Balanced System

1 On the systems that will host the HEAT Processing Servers, launch HEATServiceManagement.exe, proceed through the prompts, and select Custom in the Setup Type dialog box.

2 Select the following components for the custom installation:Category and component Notes


Application Server


License Server

Setup/Tools



Ops Console

Process Services

Workflow Service

Escalation Service

Email Service


Integration Server


3 Continue through the HEAT Service Management installer prompts until the installation finishes and the HEAT License Server launches.

Configuring the HEAT Processing Servers in a Load-Balanced System

Configure the system by using the System Configuration Wizard as described in Configuring the HEAT Service Management System with these differences:

Configuration Server page: Select Windows Integrated Security and provide the domain name and credentials or select


Microsoft SQL Authentication and provide credentials to the database server.

HEAT Application page: Specify the following:Name of the HEAT Database Server.

Database instance name.

Authentication method and credentials (if required) for the HEAT Application Database.

Name of the HEAT Application Database.

Attachment location.

Client authentication key.

Whether to use the machine name or domain name to access the HEAT Application Database. If the domain name is used, specify the DNS name of the server.

App Server Settings page: Specify the following:Location of the HEAT Configuration Server: Virtual IP address of the load-balancing server for the HEAT Web Servers.

Host name: Host name (must be the server name, not the DNS name) of either HEAT Web Server.

Provide the domain name and credentials if you selected Windows Integrated Security above.

Installing the HEAT Web Servers in a Load-Balanced System

1 On the systems that will host the HEAT Web Servers, launch HEATServiceManagement.exe, proceed through the prompts, and select Custom in the Setup Type dialog box.

2 Select the following component for the custom installation:Category and component Notes

Web Application Components:

Application Server

Survey



Configuring the Web Servers in a Load-Balanced SystemIn the System Configuration Wizard

In the HEAT Configuration Database (ConfigDB)

In the System Configuration Wizard

Configure the system by using the System Configuration Wizard as described in Configuring the HEAT Service Management System with these differences on the App Server Settings page:

Location of the HEAT Configuration Server: Virtual IP address of the load-balancing server for the HEAT Web Servers.

Host name: Host name (must be the server name, not the DNS name) of either HEAT Web Server.

Provide the domain name and credentials if you selected Windows Integrated Security above.

In the HEAT Configuration Database (ConfigDB)

Update the survey URL in the HEAT ConfigDB by doing the following:

1 Access and log in to the HEAT ConfigDB.

2 From the workspace selector, select More > Survey Information.

3 In the Host Name field, ensure that the URL is in the correct format and includes FRSSurvey/ as such:

http://<URL_of_load_balancer>/FRSSurvey/Public/TakeSurvey.aspx?action=take_survey.

An example is http://10.10.10.10:7071/Public/TakeSurvey.aspx?action=take_survey.


HEAT Service Management with the Web Server on a Separate Host Deployment


Installing the HEAT System with the Web Server on a Separate Host Deployment



Figure 64 -- HEAT Web Server on One Host, Remaining HEAT Components on One Host, and HEAT Database Server on One Host


In this configuration, shown in Figure 64, the HEAT Web Server resides on its own host. The HEAT Web Server host is located outside of the firewall, and is the system that hosts user-facing HEAT Service Management application components such as Self Service, Service Catalog, and the Service Desk Console. This is the system that users can log into for access to the HEAT Service Management system.

All remaining HEAT Service Management components (that is, those that are not user-facing) are installed on one host located inside the firewall. The databases used by the HEAT Service Management system reside on a separate host that is located inside the firewall.

Installing the HEAT System with the Web Server on a Separate Host DeploymentTo install the HEAT Service Management system deployment with the HEAT Web Server on one host and the remaining HEAT components on a separate host, perform these steps:

1 Install all HEAT components on the HEAT Service Management system in the production environment:

Install all HEAT Service Management components except for the HEAT Operations Console. See Installing the HEAT Service Management Components and Installing the HEAT Service Management System.



2 Install all HEAT components on the HEAT Service Management system in the staging/UAT environment:

Install all HEAT Service Management components including the HEAT Operations Console. See Installing the HEAT Service Management Components and Installing the HEAT Service Management System.




3 Install the HEAT Application Server on the HEAT Service Management system in the production environment:

Install the HEAT Application Server and Survey feature. See Installing the HEAT Application Server and Installing the HEAT Service Management System.

Use the System Configuration Wizard to configure your production environment. See Configuring the HEAT Application Server and Configuring the HEAT Service Management System.

4 Install the HEAT Application Server on the HEAT Service Management system in the staging/UAT environment:

Install the HEAT Application Server and Survey feature. See Installing the HEAT Application Server and Installing the HEAT Service Management System.

Use the System Configuration Wizard to configure your staging/UAT environment. See Configuring the HEAT Application Server and Configuring the HEAT Service Management System.











Installing the HEAT Service Management Components

1 On the system that will host all of the HEAT Service Management components, launch HEATServiceManagement.exe, proceed through the prompts, and select Custom in the Setup Type dialog box.

2 Select the following components for the custom installation:Category and component Notes


Application Server


License Server

Setup/Tools



Ops Console

Process Services

Workflow Service

Escalation Service

Email Service


Integration Server



Installing the HEAT Application Server

1 On the system that will host the HEAT Application Server, launch HEATServiceManagement.exe, proceed through the prompts, and select Custom in the Setup Type dialog box.

2 Select the following components for the custom installation:


Category and component Notes

Web Application Components:

Application Server

Survey

3 Continue through the HEAT Service Management installer prompts.

Configuring the HEAT Application Server

Configure the system by using the System Configuration Wizard as described in Configuring the HEAT Service Management System with this difference: On the App Server Settings page, change the value in the Configuration Server Location field so that it points to the HEAT Configuration Server host that you installed as part of the procedure in Installing the HEAT Application Server.


HEAT Discovery DeploymentAbout HEAT Discovery


Integrating the HEAT System with HEAT Discovery

About HEAT Discovery

Prior to HEAT Release 2014.3, HEAT Discovery was called Inventory Management. Starting in HEAT Release 2014.3, Inventory Management is now referred to as HEAT Discovery. The HEAT Discovery components are still referred to as the HEAT IM Application Server, the HEAT IM Web Server, the HEAT IM Database, and the HEAT IM Database Server.

HEAT Discovery is a cloud-based asset discovery and inventory management solution for multisite, multiplatform IT environments. HEAT Discovery allows IT staff and service desk analysts to find, audit, and continually track every computer and server, every network printer and switch, every major operating system and application on the network – building a comprehensive and dynamically updated catalog of your complete IT inventory. This inventory is critical to optimizing all areas of operations, from service management to software and IT asset management, and through to IT governance.




In this configuration, HEAT Discovery is installed on a separate host. This configuration can be combined with other deployment configurations; one such example is shown in Figure 1 in the HEAT Deployment Options section.

All HEAT Service Management components, such as the HEAT Application Server and HEAT Configuration Server (except for the HEAT Discovery feature files) reside on one host. The HEAT Discovery components, such as the HEAT IM Application Server and the HEAT IM Web Server, reside on a separate host. The HEAT Application Database and HEAT Configuration Database reside on a separate host, which also includes the HEAT IM Database.

Integrating the HEAT System with HEAT DiscoveryBefore you install HEAT Discovery, install the HEAT Service Management system as described in Installing the HEAT Service Management System.

After you have completely installed the HEAT Service Management system, follow the steps below to install the HEAT Discovery and to configure your system to work with it.

Installing HEAT Discovery



Installing HEAT Discovery

1 Access the installation folder on the FrontRange product CD or download folder and run HEATInventoryManagement.exe.

The installer launches. The HEAT Discovery installation package contains the HEAT Discovery software and the prerequisite software components (Server Roles and Features Windows Server 2008 R2, Server Roles and Features Windows Server 2008 R2 WCF, and Windows Server 2008 R2 MSMQ). The installer checks for the prerequisite software components.

2 If the prerequisite software is not yet installed, the system prompts you to install it now. Select Install at the prompt. Installing the prerequisite software can take several minutes. If you are prompted to restart the system, select Yes.


3 After the prerequisite software is installed, the HEAT Discovery welcome dialog box appears. Click Next.



6 The Setup Type dialog box appears. Select Complete if you want to install both the HEAT IM Application Server and the HEAT IM Web Server. Select Custom if you want to install only the HEAT IM Application Server or the HEAT IM Web Server. Click Next.


The HEAT Discovery file installation begins. A status dialog box appears, showing the installation progress over the next few minutes.

8 When the HEAT Discovery installation is finished, the System Configuration Wizard appears.


Configure the relationship between the HEAT Service Management system and the HEAT IM Application Server from the IM Application Server tab of the System Configuration Wizard.

Before you begin, enter information in the Configuration Server, HEAT Application, App Server Settings, Configuration File Settings, Configuration Report Server, and Upgrade System pages of the System Configuration Wizard. (Note that the tabs that appear on the left depend on the components you installed.) For information on the values to enter, see Configuring the HEAT Service Management System.

The system displays the IM Application Server page. See Figure 65.


Figure 65 -- IM Application Server Page in the System Configuration Wizard

1 Enter the name of the HEAT Configuration Server. This can be localhost, an IP address, a server name, or a fully qualified domain name. The default value is the name of the host that you are logged into now. If you are installing all HEAT Service Management system components on the same host, accept the default value.

2 Select whether to use SSL for connections to the HEAT Configuration Server. If you use SSL, you must provide a fully qualified domain name for the HEAT Configuration Server.

3 To specify a different log file location on the HEAT Configuration Server, enter the location in the Log file location field or browse to the location and select it. The default location for the log files is C:\Logs.

4 In the IM Database Setup > Database Server field, enter the name or IP address of the system that hosts the HEAT IM Database Server. Enter the name of the HEAT IM Database in the IM Database Setup > Database Name field.

5 Enter the authentication type for the account that will create the HEAT IM Database:


If you select Windows Integrated Security, you do not need to enter any credentials. The system uses the credentials that you used when you logged into the Windows server.

If you select SQL Authentication, enter the user name and password and click Test Connection to ensure the credentials are valid.

6 Enter the authentication type for the account that will read the HEAT IM Database:

If you select Windows Integrated Security, you do not need to enter any credentials. The system uses the credentials that you used when you logged into the Windows server.

If you select SQL Authentication, enter the user name and password.

7 Click Create and Load IM Database to create the HEAT IM Database with the name that you specified in step 4. The system displays a status message stating that no HEAT IM Database is detected or the date that the HEAT IM Database was created. (If the HEAT IM database already exists, the system asks you if you want to overwrite it. Click OK.) Click OK in the Restore Database dialog box.

8 The system provides a client installer that allows you to install the HEAT IM Client Installer on the desktops of individual users, or clients. Next to Upload client installer the system displays a status, such as if no client installer is detected, the last date that the client installer was updated, or if a new version of the client installer exists. To upload a new version of the client installer, click Upload client installer. If the client installer already exists, the system asks you if you want to overwrite it. Click OK.

9 To restart the HEAT Service Management system services after you click Finish, select Restart Services after setting configuration files. If you do not select this option, you must restart the HEAT Service Management system services manually. If you select this option, we recommend that you verify that the HEAT Service Management system services restarted after the wizard closes.

10 Click Next.


Configure the relationship between the HEAT Service Management system, the HEAT IM Web Server, and the HEAT IM Application Server from the IM Web Server tab of the System Configuration Wizard.

The system displays the IM Web Server page. See Figure 66.


Figure 66 -- IM Web Server Page in the System Configuration Wizard

1 Enter the name and port number of the HEAT Configuration Server. This can be localhost, an IP address, a server name, or a fully-qualified domain name. The default value is the name of the host that you are logged into now. If you are installing all HEAT Service Management system components on the same host, accept the default value.

2 Select whether to use SSL for connections to the HEAT Configuration Server. If you use SSL, you must provide a fully-qualified domain name for the HEAT Configuration Server.

3 Enter the name and port number of the HEAT Application Server that you configured on the previous page. This can be localhost, an IP address, a server name, or a fully-qualified domain name. The default value is the name of the host that you are logged into now.

4 Select whether to use SSL for connections to the HEAT Application Server. If you use SSL, you must provide a fully-qualified domain name for the HEAT Application Server.


5 Enter the name and port number of the HEAT IM Application Server. This can be localhost, an IP address, a server name, or a fully-qualified domain name. The default value is the name of the host on which you are installing the HEAT IM Application Server.

6 Enter the name and port number of the HEAT IM Web Server. This can be localhost, an IP address, a server name, or a fully-qualified domain name. The default value is the name of the host that you are logged into now.

7 Select whether to use SSL for connections to the HEAT IM Web Server. If you use SSL, you must provide a fully-qualified domain name for the HEAT IM Web Server.

8 Enter the name and port number of the MDI server. This can be localhost, an IP address, a server name, or a fully-qualified domain name. The default value is the name of the host that you are logged into now.

9 To specify a different MDI certificate location on the HEAT Configuration Server, enter the location in the MDI Certificate Folder field or click Browse to navigate to the location and select it. The default location for the certificate files is C:\Certificates.

10 To specify a different log file location on the HEAT Configuration Server, enter the location in the Log file location field or click Browse to navigate to the location and select it. The default location for the log files is C:\Logs.

11 To restart the HEAT Service Management system services after you click Finish, select Restart Services after setting configuration files. If you do not select this option, you must restart the HEAT Service Management system services manually. If you select this option, we recommend that you verify that the HEAT Service Management system services restarted after the wizard closes.

12 Click Finish.


IP Communications Management (IPCM) Deployment

About IP Communications Management (IPCM)


Installing and Configuring IP Communications Management

Integrating IP Communications Management with HEAT Service Management

Administering IP Communications Management from HEAT Service Management

Customizing Your IP Communications Management to HEAT Service Management Integration

About IP Communications Management (IPCM)FrontRange Voice is the telephony application that integrates automated call routing and management, and CTI to FrontRange applications such as the HEAT Service Management system. The server components of FrontRange Voice are referred to as IP Communications Management (IPCM). IPCM uses the next‐generation, standards‐based IP communication transport, called Session Initiation Protocol (SIP). HEAT Service Management and IPCM are typically installed and maintained on separate servers.



What you need:

Your local IPCM server name or IP address.

A valid user and password into IPCM.

(Optional) The port configured for IPCM web service, if changed. The default is 2323.


Agent Login Sequence

Figure 67 demonstrates what happens when an agent logs in.

Figure 67 -- IPCM Agent Login Sequence

1 The agent logs into a secure (HTTPS) connection.

2 The system verifies the IPCM server IP address or domain name.

3 The system obtains the session key from the IPCM server IP address or domain name.

4 The system verifies the session key (TCP 5743).

5 The system makes the phone connection (SIP UDP 5060).

6 The system validates the session key (HTTPS).

Incoming Call Sequence

Figure 68 shows the sequence of events for incoming calls.


Figure 68 -- IPCM Incoming Call Sequence

1 The system receives a call (SIP UDP 5060).

2 The IVR searches and updates the record (HTTPS).

3 The call is forwarded to the agent (SIP UDP 5060, RTP UDP, TCP 5743).

4 The record appears to the agent (HTTPS).

Installing and Configuring IP Communications ManagementFor information about installing and configuring IP Communications Management, see the IP Communications Management Administrator Guide at https://support.frontrange.com/Support/TechnicalManuals/IPCM.aspx.

Integrating IP Communications Management with HEAT Service ManagementAfter you have configured IPCM to integrate with the HEAT Service Management system,you need to configure the HEAT Service Management system to integrate with IPCM. This is done through the ConfigDB


https://support.frontrange.com/Support/TechnicalManuals/IPCM.aspx

application.

1 Log in to the ConfigDB.

2 Navigate to the Tenants workspace, select the tenant that you want to integrate with IPCM, and open that record.

3 Select the IPCM tab at the bottom of the tenant page.

4 Enter the following values:

IPCM Host: Enter the fully-qualified domain name of the IPCM server.

IPCM Port: 5743

IPCM URL: Enter the URL in the form http://<IPCM_server>:2323 where IPCM_server is the fully-qualified domain name of the IPCM server. If you have changed the port that IPCM uses for web services from 2323, enter the correct port here.

IPCM Login ID: Enter a valid user name for IPCM. This is used by HEAT Service Management to call web services in IPCM. No specific role is required, it just needs to be a valid IPCM user.

IPCM Password: Enter the password associated with the IPCM login ID.

IPCM Url Port: Enter the IPCM URL port.

Is Hybrid Voice: Check this if you want the system to ignore all the settings above (that start with IPCM) and to use the settings that were previously set in the HEAT Configuration Console. See http://support.frontrange.com/common/files/support/heat_cloud/user/index.html#configure/voice/configure_voice_integrat.htm for information about the HEAT Configuration Console.


Figure 69 -- IPCM Tab

5 Save your changes.

The HEAT Service Management system is now configured to connect to IPCM.

Administering IP Communications Management from HEAT Service ManagementTo effectively use the information in this section, you should have experience using the HEAT Service Management system and be familiar with user administration in IPCM.

When IPCM and HEAT Service Management have been properly integrated, much of the day to day administrative tasks for IPCM can be accomplished using the HEAT Service Management system.

Before you begin, you need to load any user profiles that will require FrontRange Voice access as employee records in the HEAT Service Management system.

This section does not cover IPCM-specific settings. Refer to the IPCM online help for IPCM configuration settings. This section focuses on the settings unique to a synchronized environment.

About Administering the Two Systems

Managing a Voice User Account Management

Configuring User Extensions

Assigning Skills to a User

Modifying the Not Ready Reasons

Modifying the UI Language

Synchronizing Users

About Administering the Two Systems

Typically, different sets of people administer the HEAT Service Management and IPCM systems, so they use separate administrative interfaces. However, they do have some user management features in common.


With HEAT Service Management, you can use synchronization so that users can be administered exclusively in the HEAT Service Management system. IPCM will automatically synchronize the settings, eliminating duplicated efforts. All synchronization between the two systems is from the HEAT Service Management system to IPCM. No data is transferred from IPCM to the HEAT Service Management system.

Managing a Voice User Account Management

FrontRange Voice user accounts are managed as employee records in the HEAT Service Management system. They are administered through the HEAT Service Management system. To administer FrontRange Voice users, log in to the HEAT Service Management system using a role, such as Administrator, that has modify rights for employee records.

To enable a user for FrontRange Voice, navigate to the employee record. On the detail tab, check Enable Voiceto synchronize the user to IPCM. This displays two new tabs where you can configure the FrontRange Voice properties called Voice - Agent Properties and Voice - Agent Skill.

To disable a user account in IPCM, change the employee status to Terminated. The system disables the user on the next synch.

To stop a user from being synchronized to IPCM, uncheck Enable Voice.

To configure the voice properties of a user, select the Voice - Agent Properties tab. Enter values in the relevant voice properties. This page consolidates all user and agent settings from the IPCM Management Portal to one form.

Select Is Voice Agent to assign the employee to the Contact Center Agent role. Select Is Voice Supervisor to assign them to the Contact Center Supervisor role. Select both fields if the user will act as an agent and as a supervisor. You can modify the permissions associated with these roles in the IPCM Management Portal. You can assign additional roles for the user in the IPCM Management Portal. In the HEAT Service Management system, users can control their phone via an integrated voice toolbar in the HEAT Service Management system. To allow a user to access this interface, check Enable Voice Integrated Toolbar. If they will use the IPCM Agent Dashboard instead, do not select this option.

Configuring User Extensions

In IPCM, users are assigned an extension, which is configured in the SIP Soft Switch phones section of the IPCM Management Portal. In the HEAT Service Management system, this is configured as a CI (inventory


item).

On the Voice - Agent Properties tab, select a VOIP device to associate with this user. If the user has a soft phone, or a desktop IP phone that is not already generated as a CI, create a new entry from the search results dialog box. Select New to create a new CI of type VOIP. On the Configuration tab, enter a unique name for this device. We recommend that you set the assignee to match the employee record that this extension will be assigned to.

Use the Voice Properties tab to enter the details you would normally configure in the SIP Soft Switch Phones page of the IPCM Management Portal. You must configure the type of device to be phone and the number, which will be the extension number associated with this extension. You can also configure the authentication and forwarding sections as needed. Once you have associated a CI VOIP with the user, their extension is displayed in the IPCM - Agent Properties tab.

Assigning Skills to a User

If a user is assigned the role of Contact Center Agent, you need to assign their skills on the Voice - Agent Skill tab. This tab displays a grid view of all the agent's skills grouped by skill group.

Select New IPCM Agent Skill from the toolbar to assign skills to a user. Then select the skill group, skill, and threshold for that user.

To define new skills in the system, open a grid view for IPCM Skill Group in HEAT Service Management. You always add skills and skill groups from the skill group interface. (Note that the IPCM Skill Group business object is located under More from the search toolbar menu.)

To add a new skill group, select New IPCM Skill Group from the grid view.

To add skills to an existing skill group, select and open the skill group you are working with. You can also add skills to the skill group in the related item tab for Skill. It is automatically associated with the skill group you are working with.

Modifying the Not Ready Reasons

You can modify the Not Ready Reasons displayed in the Voice-Agent Properties tab by using business object maintenance, and updating the FRS_IPCM_UserNotReadyReason table. These reasons are automatically synchronized with IPCM.


Modifying the UI Language

You can modify the list of UI languages that are displayed in the Voice-Agent Properties tab by using business object maintenance, and updating the IPCM language table. These UI languages are automatically synchronized with IPCM.

Synchronizing Users

User synchronization occurs via a Windows service running on the IPCM server. The Windows service polls the HEAT Service Management on a predefined basis. If the Sync Status record is set to Start, it copies values from the HEAT Service Management system to IPCM.

To set the synchronization period, or to request synchronization, open the grid view for the IPCM Synch Status business object, and then open the resulting record.

Select Enable Sync to enable synchronization. Selecting Start Sync sets the sync status to Start, which causes the synchronization to run.

The Synch Status record also shows the last synch date and result. You can find further details in the audit table. The system automatically attaches a backup of the host configuration and SIP server configuration files.

There must only be one IPCM Synch Status record.

For security reasons, the HEAT user password is not accessible to the IPCM synchronization service.

Customizing Your IP Communications Management to HEAT Service Management IntegrationThe set up and configuration of users in IPCM utilizes standard HEAT Service Management business objects and forms.

Business object and field names MUST be maintained so synchronization can occur.

With the exception of business object and field names, you can customize the integration to fit your needs. Some examples of potential customizations include the following:


Role-based forms that limit the specific data that supervisors can manage.

Adding additional auditing of fields as required to track changes.

Adding dashboards to show user dial plan and extension listings.


InstallationandDeploymentGuide forHEAT ServiceManagement

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