Make sure that the IIS Intranet Server is installed on the machine where you want to install the WebApp.
If you want to install the WebApp on a machine running IIS version 7, it is necessary to make sure that the IIS 6 Compatibility Pack is installed before you continue with the Portal installation.
Before installation, make sure that you have ASP.NET v4.0 or later installed.
We recommend that you install a custom "ALVAO AppPool .NET 4.0" application pool on IIS. Please click here for more information. This step is not necessary to run the application, but when installed, the application pool will speed up the process of loading the web application. If you don't want to create the "ALVAO AppPool", please skip to Step 5.
Sign in as administrator and run the AlvaoServiceDeskWebService.msi installation package.
Select ALVAO AppPool .NET 4.0 application pool during the installation process. If you didn't create the AppPool in Step 3, select .NET v4.0 or .NET v 4.5.
The installation program creates a local folder (<InetPub>\wwwroot\ServiceDeskWebService), as well as a virtual directory in IIS (ServiceDeskWebService).
Once the WebService has been installed, configure the web.config file in the ServiceDeskWebService folder (open the file in Windows Notepad).
Go to the line:
<connectionStrings>
<add name="Db" connectionString="Data Source=localhost;Initial Catalog=Alvao;Integrated Security=True;Current Language=Czech" providerName="System.Data.SqlClient" />
</connectionStrings>
and set up the database connection. The connection string has the same format as in the Web.config file in the WebApp settings.
Add the server where WebService is installed, to the local intranet zone for all the client computers. We recommend using the Group Policy template Computer Configuration/Administrative Templates/Windows Components/Internet Explorer/Internet Control Panel/Security Page/Site to Zone Assignment List, which you can find in the Local Group Policy Editor (gpedit.msc).
Run the Admin program.
Go to the menu and select Manage – Service Desk – Settings. Enter the path for ServiceDeskWebService (URL) up to the "ServiceDeskwebservice.asmx" file. Example: http://server/ServiceDeskWebService/ServiceDeskWebService.asmx

Warning:

Do not install the WebService to the AlvaoWebApp installation folder or its subfolders to avoid problems with the WebService configuration.

Tip:

You can use the GetServiceDeskPortalUrl function to test the WebService availability. This function returns the set SD Portal path and requires no input parameters.

Settings

For ALVAO Service Desk WebService to work correctly, the required user authentication method in IIS must be set.

The recommended authentication method is Integrated Windows Authentication.

Integrated Windows Authentication

Follow the steps below to set up Integrated Windows Authentication:

In IIS Manager, click on the ServiceDeskWebService application and then on Authentication.
Make sure the Windows-based authentication is enabled (and all the others are disabled).

Warning:
The authentication also has to be enabled on the website where the application is installed.
Open the web.config file in a text editor. The file is located in the ServiceDeskWebService installation folder.
Make sure that in the configuration/system.web section, the authentication mode attribute is set to Windows.

Disabling authentication

Warning:

Disabling authentication is not recommended. Doing so will allow any Internet user to access the WebService methods.

Open the file web.config located in the WebService installation folder.
Find the <authentication> section
Delete all content between the <authentication>and </authentication>tags.

ALVAO Service Desk MailboxReader

ALVAO Service Desk MailboxReader is a component whose purpose is to automatically load new requests from mailboxes on the MS Exchange Server and save them to the ServiceDesk database.

Installation Instructions

Launch the AlvaoServiceDeskMailboxReader.msi installation package.
The installation service will install the MailboxReader to the %Program Files%\ALVAO\ServiceDesk MailboxReader folder.
Once the installation has been completed, go to this folder and open the "MailboxReader.exe.config" file in Windows Notepad.
Go to the line:
<connectionStrings>
<add name="Alvao.Hd.MailboxReader.Properties.Settings.Db" connectionString="Data Source=localhost;Initial Catalog=Alvao;Integrated Security=True;Current Language=Czech" providerName="System.Data.SqlClient" />
</connectionStrings>
and set up the database connection. The connection string has the same format as in the Web.config file in the WebApp settings.
Run the Admin program and go to the Services view.
Double-click the service to which you want to download new requests from the mailbox.
Go to the Loading messages tab and enter the connection details to the IMAP or EWS server.
The connection over the EWS (Exchange Web Service) interface is intended only for MS Exchange Server 2007. The URI item uses the following format, e.g. "http://server/ews/exchange.asmx."
Go to the General tab and enter the mailbox email address in the E-mail field. The e-mail address can be entered including a name, e.g. "Service Desk" <support@company.local>."
You can use this process to set up message retrieval for multiple services. Each service has to use a different mailbox.
Go to the SQL Server and set up the permissions for the user account which will be used to run the MailboxReader. The permissions need to be set up to access the MS Exchange mailbox too.
Run the "MailboxReader.exe" program. The program has to be run from a local drive. (Only the MailboxReader.exe and MailboxReader.exe.config files are required to run the program.)
Once you have verified that the MailboxReader is running correctly, you can run it as a service. Go to My Computer – Services, right-click on the ALVAO Service Desk MailboxReader service and select Start from the context menu. This will start the MailboxReader service.
Next you need to set the service launch under the NETWORK SERVICE account, otherwise this could cause problems when creating notifications via SD WebService.

Warning:

If the MailboxReader service is not running under the NETWORK SERVICE system account, problems may occur when creating notifications.

Note:

If you need to edit the "MailboxReader.exe.config" configuration file, stop the ALVAO MailboxReader first, make any changes to the configuration file and restart the MailboxReader service.

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