Searching the Help
To search for information in the Help, type a word or phrase in the Search box. When you enter a group of words, OR is inferred. You can use Boolean operators to refine your search.
Results returned are case insensitive. However, results ranking takes case into account and assigns higher scores to case matches. Therefore, a search for "cats" followed by a search for "Cats" would return the same number of Help topics, but the order in which the topics are listed would be different.
Words and Phrases
| Search for | Example | Results |
|---|---|---|
| A single word | cat
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Topics that contain the word "cat". You will also find its grammatical variations, such as "cats". |
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A phrase. You can specify that the search results contain a specific phrase. |
"cat food" (quotation marks) |
Topics that contain the literal phrase "cat food" and all its grammatical variations. Without the quotation marks, the query is equivalent to specifying an OR operator, which finds topics with one of the individual words instead of the phrase. |
Using Boolean Operators
| Search for | Operator | Example |
|---|---|---|
|
Two or more words in the same topic |
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| Either word in a topic |
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| Topics that do not contain a specific word or phrase |
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| Topics that contain one string and do not contain another | ^ (caret) |
cat ^ mouse
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| A combination of search types | ( ) parentheses |
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- Install
- Deployment architecture
- Support matrix
- Recommended installation order
- Download the Service Manager installation packages
- Prepare your RDBMS
- Install the Service Manager Server
- Install the Service Manager web tier
- Install the Service Manager Windows Client
- Install language packs
- Install and set up Service Portal
- Install Service Request Catalog (SRC)
- Install the Mobile Applications client
- Install and configure Smart Analytics
- Install and configure the Solr Search Engine
- Install Service Manager Collaboration
- Set up a replicated reporting database
- Set up legacy integrations
- Install the Identity Manager (IdM) service
Set up legacy integrations
A legacy integration is any integration that depends on SCCL32 or the Service Manager ODBC driver. These products include Connect-It and Crystal Reports. Using legacy integrations with the Service Manager Server requires you to set up a read-only legacy ServiceCenter listener.
Follow the instructions in this section to set up legacy integrations.
Set up a legacy listener
The out-of-box server sc.ini file is configured to connect to the sample database. To connect to another RDBMS, edit the parameters in the sc.ini file.
To set up a legacy listener on a Window or Linux server:
- Edit the legacy sc.ini file:
- Log in to the Service Manager server with an administrator account.
- Open a command prompt and navigate to the RUN folder in the LegacyIntegration folder in the Service Manager Server directory. For example, <Service Manager installation path>\Server\LegacyIntegration\RUN.
- Open sc.ini with a text editor.
To connect to your Service Manager RDBMS, add the database connectivity settings. Make sure that these settings match the settings that you used when you set up your RDBMS connection.
If the legacy listener will connect to a case-insensitive Oracle database, add the parameter sql_oracle_binary_ci to the sc.ini file.
- (For Windows) Add the following parameter on its own line: ntservice:<Service Manager Legacy Read-only Service Name>.
- Save and close the sc.ini file.
- (For Windows) Install the Windows service:
- Log on to the Windows server as a user with local administrator privileges.
- Open a command prompt and navigate to <Service Manager installation path>\Server\LegacyIntegration\RUN.
Type scservic -install.
This command creates a Windows service with the name specified by the ntservice parameter in the sc.ini file.
- (For Linux) Run the
scstartscript in the <Service Manager installation path>\Server\LegacyIntegration\RUN folder.
Install the ODBC driver
To install the Service Manager ODBC driver, follow these steps:
- Log on to the Windows server as a user with local administrator privileges.
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Extract the reports package file into the appropriate drive of the server.
- Navigate to the \Reporting directory.
- Run the ServiceManager ODBC Driver-x.xx.exe file.
- Click Next to read and accept the licensing agreement. The Next button becomes active.
- Click Next to select your installation folder. The default installation location is C:\Program Files (x86)\Micro Focus\Service Manager x.xx\ODBC. Click Choose to select a different location.
- Click Next to prepare the installation process.
- Click Install to begin copying the installation files. A dialog box opens when the installation is complete.
- Click Done.
Configure the ODBC driver
The default installation sets up the ODBC DSN to connect to the default legacy listener on the local host. Configure the legacy ODBC driver to connect to the legacy read-only listener:
- From the Windows Start menu, click Control Panel > Administrative Tools > Data Source (ODBC).
- Open the System DSN tab.
- Select sc_report_odbc and click Configure.
- Configure the ODBC driver by using the following parameters:
- Data Source Name: sc_report_odbc
- Server: The host where the legacy ServiceCenter listener is running. The default setting is localhost.
- Port: The port the legacy server is set to use. The default setting is 12690.
Start the legacy listener
For a Linux server, perform the following steps:
- Navigate to <Service Manager installation path>\Server\legacyintegration\RUN.
- Run the scstart script.
For a Windows server, perform the following steps:
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From the Windows Start menu, select Control Panel > Administrative Tools > Services. select the service that you installed when you set up the legacy listener, and then click Start.
You can start the listener as an application rather than as a service. To do so, go to the <Service Manager installation path>\Server\ LegacyIntegration\RUN directory and run the following command using the Windows command prompt:
scenter -listener:<port number> -RPCReadOnly. - Verify that the ODBC driver can connect. To test the connection, use any ODBC query tool. For example, in Excel, open: Data > Get External Data > New Database Query. Select the ServiceCenter ODBC driver as your data source. If it connects, it displays the Service Manager tables.
RPC read-only mode parameter
You must start a legacy listener with the RPC read-only mode parameter. This parameter allows a Service Manager server to connect to a Service Manager database without interfering with the Service Manager server (it does not create a system lock).
The RPC read-only parameter prevents Service Manager clients (Windows, web tier, and web services) from connecting to the Service Manager server. The only connections the ServiceCenter 6.2 RPCReadOnlyMode listener accepts are connections from the Service Manager ODBC driver or Connect-It.
- If you use Connect-It 3.81 or later, you must provide the host name and port for both the Service Manager and ServiceCenter 6.2 ReadOnly listener. Connect-It requires this information to use the RPC functions for reading the event services and other Service Manager information. The connector writes data to Service Manager through web services.
- You can also use the legacy listener to run reports or SQL queries against your Service Manager data without affecting the Service Manager performance.
Install Crystal Reports for use with Service Manager
You can use Crystal Reports to view, update, and develop new reports with Service Manager.
Follow these steps to install Crystal Reports 2013 SP3 for use with Service Manager:
- If Crystal Reports 2008 with or without SP1 or SP3 has been installed before, use Uninstall or change a program from the Windows Control Panel to uninstall Crystal Reports 2008 with the service packs and all associated Language Packs.
- Make sure that the Service Manager ODBC Driver is installed.
- Log in to the Windows server as a user with local administrator privileges.
- Extract the reports package file into the appropriate drive of the server.
- Navigate to the \Reporting\CrystalReports directory.
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Right-click SilentInstall.bat and then select Run as administrator.
The installation wizard starts.
- Restart your computer when the installation is complete. You must restart your computer before opening Crystal Reports 2013.
- Start the legacy listener.
Download reports for Service Manager
This release no longer provides out-of-box reports that you can run using Crystal Reports. You can download these reports from the Service Manager 9.50 release.
Using these reports requires the Service Manager ODBC driver and requires that the legacy listener is started.
- Make sure that the Service Manager ODBC driver is installed.
- Log in to the Windows server as a user with local administrator privileges.
- Extract the reports package file into the appropriate drive of the server.
- Navigate to the \Reporting\OperationalReports directory.
- Copy the desired reports to your local directory.
