# hp OpenView service desk

September 2005

© Copyright 2005 Hewlett-Packard Development Company, L.P.

This document explains how you enable the Service Desk 4.5 client to work as a Citrix Metaframe Presentation Server 4.0 published application.

- Requirements
- Publishing Service Desk 4.5 client example
- Installing and configuring a Citrix Metaframe Access Client on Windows
- Installing Microsoft Java Virtual Machine on Windows 2003

## Requirements

Before you are able to publish the Service Desk 4.5 client several requirements have to be fulfilled. This chapter describes the steps to take.

1. Ensure the Citrix Metaframe Presentation Server 4.0 has been succesfully installed and is working correctly. Use the Citrix documentation for guidance to install and configure the application.
   - NOTE. Although the Citrix Metaframe Presentation Server can be used on Unix based operating systems, this is NOT supported for using the Service Desk 4.5 client because there is no possibility to run the Service Desk 4.5 client on Unix based operating system because the Microsoft Java Virtual Machine is required.
2. Ensure the Citrix environment has enough licenses available for the users to start published applications. For example start the "License management console" and make sure a license is working and available.
3. Install the Service Desk 4.5 client on the Citrix Metaframe Presentation Server 4.0 machine. Please refer to the Service Desk 4.5 installation documentation for instructions.
   - NOTE. By default, the installation of the Service Desk 4.5 client on Windows 2003 is not supported. However, for use with the Citrix Metaframe Presentation Server 4.0 there is an exception but you do need to install the Microsoft Java Virtual Machine first because by default this is not installed on Windows 2003. See the chapter "Installing Microsoft Java Virtual Machine on Windows 2003" for details.
4. A small modification has to be made to the "sd_client.bat" if you do not want to see a DOS box that remains open every time you start a Service Desk 4.5 client using Citrix. Steps to take:
   1. Navigate to the Service Desk 4.5 installed location and open the bin folder.
   2. Edit the "sd_client.bat" file
   3. Replace the beginning of the line "jview /cp ..." with "start /B wjview /cp ..." so that it looks like:
      - start /B wjview /cp lib\hotfix.jar;lib\...
   4. remove the line that contains "pause" at the end of the file, the complete file should now look something like:
      - @ECHO OFF
        cd ..
        start /B wjview /cp lib\hotfix.jar;lib\servicepack.jar;lib\...
        cd bin
5. Apply the service pack that your current Service Desk environment is using.
6. Ensure that all users that you want to be able to use the Service Desk 4.5 client on Citrix are able to access the Citrix machine. For example, add them to the Citrix machine Windows "Users" group.
7. Now it's time to publish the application within Citrix, see "Publishing Service Desk 4.5 client example"

## Publishing Service Desk 4.5 client example

- Open the "Presentation Server Console"
  - Start > Programs > Citrix > Management Consoles > Presentation Server Console
- Publish a new application
  - Actions > New > Published Application
  - Make sure your Citrix server is available in the "Configured Servers" list
  - Add users to the published application that will be allowed to see and start the published application. In the above example the <machine name>\Users group was added. You can obviously also add domain groups and / or users.
- Checkout the published applications:
- If you want to modify properties after finishing the wizard you right click the published application and select "Properties"

## Installing and configuring a Citrix Metaframe Access Client on Windows

Please refer to the citrix-access-client.htm for information on how to do this.s

## Installing Microsoft Java Virtual Machine on Windows 2003

By default, there is no installation of the Microsoft Java Virtual Machine (MS JVM) on Windows 2003 versions. Thus, the MS JVM will have to be installed before the Service Desk 4.5 client will be able to function. To do so, to installation packages are required. The original MS JVM, and an updated version of the MS JVM. Perform the following steps to ensure the MS JVM is installed succesfully:

1. Install the "msjavx86.exe" package found in the <unpacked service pack location>\windows\tools\msjvm folder
   - NOTE. Do NOT reboot yet after installing the package. This will should done later to avoid multiple reboots.
2. Install the "MSJavWU_8073687b82d41db93f4c2a04af2b34d.exe" package found in the <unpacked service pack location>\windows\tools\msjvm\win2003 folder
3. Reboot the machine
4. After the machine is rebooted login and open a command prompt, then type the following:
   - type "jview" and press enter

   Microsoft Windows [Version 5.2.3790]
   (C) Copyright 1985-2003 Microsoft Corp.
   C:\Documents and Settings\<user name>>jview
   Microsoft (R) Command-line Loader for Java Version 5.00.3810
   Copyright (C) Microsoft Corp 1996-2000. All rights reserved.
   Usage: JView [options] <classname> [arguments]
   Options:
   /? displays usage text
   /cp <classpath> set class path
   /cp:p <path> prepend path to class path
   /cp:a <path> append path to class path
   /n <namespace> namespace in which to run
   /p pauses before terminating if an error occurs
   /v verify all classes
   /d:<name>=<value> define system property
   /a execute AppletViewer
   /vst print verbose stack traces (requires debug classes)
   /prof[:options] enable profiling (/prof:? for help)
   Classname:
   .CLASS file to be executed.
   Arguments:
   command-line arguments to be passed on to the class file