# HP OpenView Service Desk

## version 4.5

## Support of Service Desk 4.5 Client and Service Event on Windows Vista Enterprise Edition (32bits)

May 2007

© Copyright 2007 Hewlett-Packard Development Company, L.P.

## Content:

1. Last-minute information
2. Introduction
3. Scope
4. Notes
5. Limitations
6. Technical support

## LAST-MINUTE INFORMATION

There is no last-minute information.

## INTRODUCTION

Since Service Pack 23, Service Desk 4.5 on Windows Vista Enterprise Edition (32bits) is officially supported.
(For short, in below part of this documentation, "Service Desk 4.5" and "Windows Vista Enterprise Edition (32bits)" will be called "SD4.5" and "Vista" respectively.)
The support scope of SD4.5 on Vista is described in SCOPE part of this documentation.
Before you install and use SD4.5 on Vista, please read below NOTES and LIMITATIONS carefully.

## SCOPE

The support scope of SD4.5 on Vista is listed as below:

- Client
- Service Event

For the support of Internet Explorer 7 as a certified browser for SD4.5 Service Pages and Web Console, please refer to ITSM008956.

## NOTES

If you are using Vista system user "Administrator", you could ignore the following Important Note and Security Notes.
Important Note:
If SD4.5 is installed to <System Program Files directory> by default, you'll have to grant "Full Control" permission of <SD4.5 installation root directory> to current windows user right after it's installed. Otherwise, you might encounter the security issues which are described under Security Notes in detail.
(<System Program Files directory> is "C:\Program Files" by default.)
(<SD4.5 installation root directory> is "C:\Program Files\Hewlett-Packard\OpenView\service desk 4.5" by default.)
Common Notes:
There are some common notes that you must pay attention to when you use SD4.5 on Vista.
MS JVM Installation
MS JVM is not contained in Vista. Please refer to http://www.microsoft.com/mscorp/java/faq.mspx, and go to question "Which versions of Windows have the MS JVM?" for more information.
Before running SD4.5 Client, you MUST install MS JVM from SD4.5 major release installation package. (See Figure 1, click the button "Install VM for NT/98/XP" to install MS JVM)

Figure 1 - Install MS JVM
Default Client Data Directory Changes in Vista
In SD4.5, a default directory is used to store Client cache, log, etc.
In Windows systems like Windows XP, the default Client data directory is "C:\Documents and Settings\<windows account>\Application Data\Hewlett-Packard\OpenView\Service Desk".
But in Vista, the default Client data directory is changed to "C:\users\<windows account>\AppData\Roaming\Hewlett-Packard\OpenView\Service Desk".
Hidden Menu Items
Note: When the hidden menu item is expanded, the whole rectangle of it is painted in black color, so its caption can not be seen. (See Figure 2)
Solution1: On SD4.5 Client, go to Views > Toolbars > Customize > Options tab, uncheck the option "Menus show recently used tools first".
Solution2: Switch Vista theme to the "Windows Classic".

Figure 2 - Hidden Menu Item Display Issue
Security Notes:
Here are some potential security issues that you may encounter.
SD DataForm
Issue: An error message will popup when running "sd_dataform.bat". (See Figure 3)

Figure 3 - sd_dataform Error Dialog
Service Event
Issue1: sd_event.ini can not be saved with modified data of it. (See Figure 4)

Figure 4 - sd_event.ini can not be saved with modified data of it
Issue2: sd_event.log or sd_event_error.log file can not be seen in Windows Explorer.
Data Exchange
Issue: Data Exchange export xml file and log file are not created. And these files can not be opened from File Browser Dialog in SD4.5.
ACES
Issue: ACES export xml file and log file are not created. And these files can not be opened from File Browser Dialog in SD4.5.
Export
Issue: Export files are not created. And these files can not be opened from File Browser Dialog in SD4.5.
Solution of Security Issues:
Grant "Full Control" permission of <SD4.5 installation root directory> to current windows user.
For those issues that file can not be seen, please take one more step as described in the below table:

> Issue | Step
> Service Event log file | change the value of "LOGFILE" or "ERROR_LOGFILE" to a different one in sd_event.ini
> Data Exchange file | change the value of "Exchange file" edit box to a different one
> ACES XML file or Log file | change the value of "Aces XML file" or "Log file" edit box to a different one on ACES Export Wizard form
> Export file | change the value of "Save export file as" edit box to a different one on Export Wizard form

## LIMITATIONS

1. It's not supported to run SD45 client on Vista via terminal service concurrently.
2. Only Service Pack 23 or higher Service Packs can be installed on Vista. Otherwise, some functionalities such as Remote Update will not work correctly.

3. Some character sets in Vista like "JIS 2004" might bring some limitations as below:

- For the new Japanese characters in JIS 2004, it takes more bytes to store one character. As a result, for example, a String 80 (Text) field may be entered less than 80 JIS 2004 characters.
- New Japanese characters in JIS 2004 can not be shown correctly on other non-Vista SD4.5 Client.

## TECHNICAL SUPPORT

For information on how to get technical support for HP OpenView Service Desk, go to the hp OpenView support web site at http://support.openview.hp.com. This Web site gives information about support offerings and provides access to interactive technical support tools, such as a knowledge base and problem reporting tools. You can also access this Web site by choosing the eCare Support option in Service Desk's Help menu.

When you submit a support call, you may be asked to generate and supply a ZIP file containing information about your Service Desk environment that will help support engineers in diagnosing your problem. We recommend that you generate this support information ZIP file before you submit a support call and that you attach the file when submitting a support call via the hp OpenView support web site or by e-mail. For more information about how to generate the support information ZIP file, please refer to the chapter Support Tools (15) of the Service Desk Administrator’s Guide.

To receive information about the latest changes, announcements, and beta test programs, you can subscribe to the HP OpenView Service Desk newsletter.
To subscribe to the newsletter, send an e-mail message to servicedesk_news@hp.com. In the subject line of the subscription e-mail message, type (in capitals): SUBSCRIBE
You can cancel your subscription at any time, by sending an e-mail message to servicedesk_news@hp.com. In the subject line of the cancellation e-mail message, type (in capitals): UNSUBSCRIBE