# hp OpenView service desk

## version 4.5 service pack
service pack installation on Windows

April 2008

© Copyright 2008 Hewlett-Packard Development Company, L.P.

This service pack is an update to the service desk 4.5 software. You are only allowed to install and use this software as stated in the agreement for using service desk made with your supplier.

This document explains how you can install the service pack on Windows.

- Installing service packs on Windows using windows installer
- Upgrading the service desk database
- Uninstalling service packs on Windows using windows installer
- Installation examples

## Installing service packs on windows using windows installer

The service desk 4.5 service pack for Windows can only be installed on systems that have service desk 4.5 components installed on a supported Windows platform. The service desk 4.5 service pack installer has been based on the Windows® Installer Technology. This means that all functionality available to installers created using Windows® Installer Technology apply to this service desk 4.5 service pack. For more details regarding Windows® Installer Technology please refer to the Microsoft website.

In order to install the service desk 4.5 service pack you can choose the component you wish to upgrade in the "Install service pack \ Windows Installation" sub menu from the application that will be launched when this package was unzipped. Alternatively you can run the "<component name>.msp" in the components sub folder from the windows folder after choosing "Browse this package".

Since the installation is based on Windows® Installer Technology you can use the default command line options supplied for the "Msiexec.exe" which is used to perform the installation to manage the installation. With these command line options you can for example perform silent installations, create a log file during installation in case of installation problems, apply the service pack to an administrative image for new installation or reinstallations, etc. A few examples of installing the service desk 4.5 service pack using "Msiexec.exe" with command line options are available in the examples paragraph.

## Upgrading the service desk database

The upgrade of the service desk database to the current service pack level is similar to upgrading a previous version service desk database. For details see the paragraph “Upgrading the service desk database" from Chapter 11 - "Upgrading from Previous Versions of Service Desk" in the service desk 4.5 Installation Guide.

## Uninstalling service packs on Windows using windows installer

Because the small patch functionality of the Windows® Installer Technology is used to install the service pack, it is impossible to uninstall the service pack using for instance an entry in the Add / Remove software panel, because it does not exist. The only way to uninstall the service pack is to uninstall the service desk 4.5 component, and to reinstall the service desk 4.5 component. This can be done through the Add / Remove software panel or from the command line:

msiexec /x //<server share name>/hp OpenView service desk 4.5 <component name>.msi

or silent using:

msiexec /x //<server share name>/hp OpenView service desk 4.5 <component name>.msi /qn

After the uninstall of the product install the version that you want, for instance the original service desk 4.5, or a patched version of service desk 4.5 using an administrative image.

## Examples

Normal installation
To perform a normal installation of the hp OpenView service desk 4.5 service pack you have two options:
1. Run the "<component name>.msp" in the windows folder of the unpacked hp OpenView service desk 4.5 service pack, for instance by double clicking on it.
2. Applying a patch package to a local installation using a complete reinstallation of the program:
You may apply the small update to a local installation of a hp OpenView service desk 4.5 component with the components patch <component name>.msp.
Make sure the original hp OpenView service desk 4.5 component has been installed locally on your computer. Next launch the installation by entering the following command line:

msiexec /p <component name>.msp

or for a complete reinstallation which requires the original service desk 4.5 sources:

msiexec /p <component name>.msp REINSTALL=ALL REINSTALLMODE=vomus

Note. If you use the REINSTALL option, the original service desk 4.5 sources are required, so be sure to have installed service desk 4.5 from the cd-rom and have this cd-rom ready, or even better, store the service desk 4.5 sources on a shared network drive, do the installation from there and then use the reinstall option.
To apply the small update to an administrative image, see Applying a Patch Package to an Administrative Installation.

Applying a service pack to an administrative installation
You may apply the service pack to an administrative source image of <component name>.msi by installing the components patch <component name>.msp. The update can then be propagated to users by requesting that they reinstall the application from the new administrative source image.
An administrator can use the following command line to update the administrative source image located at //<server share name>/hp OpenView service desk 4.5 <component name>.msi to a new source image that is the same as would be produced by an administrative installation from a fully updated CD-ROM.
msiexec /a //<server share name>/hp OpenView service desk 4.5 <component name>.msi /p <component name>.msp

Members of the workgroup using hp OpenView service desk 4.5 <component name> then must reinstall the application from the new administrative source image to receive the update.
To completely reinstall the applications and cache the updated .msi file on the user's computer, users may enter either of the following commands.
msiexec /fvomus //<server share name>/hp OpenView service desk 4.5 <component name>.msi
msiexec /I //<server share name>/hp OpenView service desk 4.5 <component name>.msi REINSTALL=ALL REINSTALLMODE=vomus

To reinstall only a certain feature and cache the updated .msi file on the user's computer, users may enter the following command.
msiexec /I //<server share name>/hp OpenView service desk 4.5 <component name>.msi REINSTALL=<feature name> REINSTALLMODE=vomus

Silent Installation
The Microsoft Windows Installer allows you to specify property values from the command line. This method gives you the ability to install the hp OpenView service desk 4.5 service pack silently (without constant interaction or prompts). A silent installation of the hp OpenView service desk 4.5 service pack is ideal for test scenarios or as part of a large-scale enterprise deployment.
The hp OpenView service desk 4.5 service pack can be installed silently from the command line:

msiexec /p <component name>.msp /qn

or the complete package, for example including the latest patch:

msiexec /I //<server share name>/hp OpenView service desk 4.5 <component name>.msi /qn REINSTALL=ALL REINSTALLMODE=vomus

Note. Installing or reinstalling the service desk component using this method assumes you applied the service pack to the administrative image and you are using that image as the source of the installation.

Installing for all users
After the administrative installation package has been created including service pack, and you are ready to install, it is possible to install a service desk component, for example the client for all users. To do so, you will have to use a so called configuration property at the time of installation. The property required is called ALLUSERS, and this is an example command line of how to use it:

msiexec /I "//<server share name>/hp OpenView service desk 4.5 <component name>.msi" ALLUSERS=2 /qn

Note. Only user with administrative rights are able to install the service desk component for all users, so be sure to perform the installation as an adminstrator!

For details regarding the ALLUSERS property see:

http://msdn.microsoft.com/library/default.asp?url=/library/en-us/msi/setup/allusers_property.asp

Mass Installation
Please refer to the Microsoft installer documentation on how to perform mass installations or using third party distribution tools in combination with the hp OpenView service desk 4.5 service pack installer. For example put the updated administrative image in a shared folder, as show in Applying a Patch Package to an Administrative Installation and use the silent installation to install it.

For additional information regarding the Windows® Installer Technology please refer to the Microsoft Developer Network website:

http://msdn.microsoft.com/library/default.asp?url=/library/en-us/msi/setup/windows_installer_start_page.asp

For more information regarding the command line options:

http://msdn.microsoft.com/library/default.asp?url=/library/en-us/msi/setup/command_line_options.asp

For more information regarding command line option PROPERTIES:

http://msdn.microsoft.com/library/default.asp?url=/library/en-us/msi/setup/property_reference.asp

## Service desk components

Component Name | File name | Component name
client | client.msp | client
Client 2008 | Client2008.msp | Client 2008
server | server.msp | server
servicepages | servicepages.msp | servicepages
agent | agent.msp | sdagent
event | event.msp | event
mom integration | mom.msp | mom
ovo for windows 6 integration | ovow6.msp | ovow6
ovo for windows 7 integration | ovow7.msp | ovow7