Difference between revisions of "ITOM Quick Start Guide"

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# ITOM Quick Start Guide
 
  
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A quick guide to getting you up and running
 
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Hornbills ITOM offering provides the tools required for you to efficiently manage your computing devices with the following features:
 
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- Device Discovery and Inventory management
 
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- Packaged Job deployment and Scheduling
 
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- Orchestration provided via the use of Runbooks
 
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- Dynamic Package Library, Custom Package Creation
 
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# Site integration Service (SIS) Installation
 
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The service is required to be installed on premise and must have access to all devices that you wish to be managed. The role of SIS server service is to monitor the ITOM Job Queue and downloading any Jobs targeted for it. It will also handle the deploying of packages to remote devices and executing the payload.
 
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## Minimum requirements
 
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OS: Windows Server 2012, 2012 R2, 2016 or 2019
 
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RAM: 4GB
 
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Free Disk: 10GB
 
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There is a minimal CPU load and will run on virtual as well as physical machines.
 
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## Where to Install
 
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You can install the service on any existing Windows computer running one of the supported OS's. The SIS is not processor intensive and will not require significant disk usage.
 
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We would recommend that the SIS is not installed on a Domain Controller or Desktop OS.
 
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## Create a Default SIS Group (Required)
 
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1. Select the Group Drop Down
 
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2. Select **+Create Group**
 
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3. Enter a name for the group
 
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4. Click Apply
 
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## Register a Site Integration Server
 
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SIS Instances are grouped together to provide redundancy and performance benefits, at least one default group must be created.
 
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1. From the ITOM page select **Site Integration Services**
 
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2. Click ![](RackMultipart20200423-4-1qbkift_html_7be719736b3ad1e.png) button
 
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3. Enter your required details:
 
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- Name - name used to identify the SIS server to the Hornbill Instance
 
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- Group - Should be a least one default group, others can be selected via drop down if created previously
 
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1. Click the **Create Site Integration Service** button
 
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[![](RackMultipart20200423-4-1qbkift_html_d2f23c2e136bfb1f.png)](http://devwiki.internal.hornbill.com/index.php/File:SISAuthKey.png)
 
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1. The Authorisation Key is displayed, and should be recorded for later use
 
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2. Return to the **Site Integration Services** list
 
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3. Select the **Not Paired** filter
 
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**HORNBILL HINT:**  The Authorisation Key is temporary and will expire after 1 hour AND the SIS record is removed and will need recreating.
 
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## Download SIS and install on a server
 
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1. From the **Site Integration Services** list, Click the **Download Site Integration Server**
 
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2. Locate and Execute the Downloaded executable
 
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![](RackMultipart20200423-4-1qbkift_html_8da0d1f3cddc0673.png)
 
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1. Click Install
 
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2. Click Ok to Confirm the Installation
 
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3. Close the Install dialog
 
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4. Open the Services MMC Console
 
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5. Start the **EspSisService**
 
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![](RackMultipart20200423-4-1qbkift_html_2e624106a193d4e0.png)
 
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## SIS Server Pairing
 
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1. Switch back to the Browser and refresh the page (http://localhost :11117)
 
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![](RackMultipart20200423-4-1qbkift_html_f682ef1f6dcdfa45.png)
 
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1. Enter the instance ID
 
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2. Enter the Authorization Code recorded earlier
 
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3. Click the **Pair with Instance**
 
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![](RackMultipart20200423-4-1qbkift_html_358813254643812a.png)
 
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# Creating admin credentials in Keysafe
 
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1. From the Hornbill Administration page Select System \> Security \> KeySafe
 
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2. Click the ![](RackMultipart20200423-4-1qbkift_html_7be719736b3ad1e.png) button
 
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3. Select Type as **Username + Password**
 
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![](RackMultipart20200423-4-1qbkift_html_8823918b01339490.png)
 
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1. Enter the following Details:
 
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Title: **Network Admin**
 
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Domain Username (example_: DOMAIN\Username or username@domain_)
 
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Password
 
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1. Click **Create Key**
 
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# Configuring a Discover Job
 
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1. Navigate to the ITOM Job Queue (_ **Home \> ITOM \> Job Queue** _)
 
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2. Click the **Create New** button and select **Discovery Job**
 
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3. Enter the following details:
 
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  1. Name: **AD Discovery using DCOM**
 
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  2. Site Target: [**Server**] **SIS Demo**
 
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  3. Protocol: **DCOM**
 
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  4. Discovery Mode: **Active Directory**
 
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  5. Container: train1. hornbill.edu
 
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  6. Admin Credentials: **Network Admin**
 
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  7. Use Default Ping Check Settings
 
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4. Click **Create** button
 
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## Monitor
 
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![](RackMultipart20200423-4-1qbkift_html_d02df2d1bb58d8fa.png)
 
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Review the **Console** output locate e and confirm the following:
 
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Enumerating child OU
 
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Scan found X computers for detailed discovery
 
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Performing WMI discovery of X computers
 
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Summary
 
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=======
 
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Successful Discovery
 
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All Computers
 
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The discovery was executed successfully. The results are now being imported.
 
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10:11:26 Discovery import complete. Added:X Updated:X Skipped:X Missing:X Failed:X
 
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## Console Output
 
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Review Summary, confirming successful discovery, and noting any failures.
 
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## Debug
 
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Note any errors, success here implies that the Discovery process did not fail, and not that all devices where detected and where able to be accessed.
 
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# Inventory Viewer
 
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1. Navigate to the ITOM Inventory (_ **Home \> ITOM \> Inventory Viewer** _)
 
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2. Select ![](RackMultipart20200423-4-1qbkift_html_db299656542eb381.png)
 
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![](RackMultipart20200423-4-1qbkift_html_910f1ce62324f281.png)
 
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1. Select All Discovered Devices
 
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![](RackMultipart20200423-4-1qbkift_html_121f53a9ff373728.png) ![](RackMultipart20200423-4-1qbkift_html_db299656542eb381.png)
 
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1. Click the **Register** button
 
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2. Click **Yes** to confirm
 
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3. Select **All Managed Inventory**
 
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## Inventory Properties
 
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1. Click on the **Name** of a Managed inventory Item
 
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2. Review the properties
 
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## Managed Lists
 
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1. Navigate to (_ **Home \> ITOM \> Inventory Viewer** _)
 
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2. From the Show filter Select **+ Create List**
 
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3. Enter a name for the List: **Test Servers**
 
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4. From the Inventory Viewer select two or more Windows Servers
 
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5. Click the **Add to Managed List** button
 
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![](RackMultipart20200423-4-1qbkift_html_cb0832c0be90b639.png)
 
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1. Select the **Test Servers** list and Click **Apply** button
 
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# Installed Packages
 
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Navigate to (Home \> ITOM \> Installed Packages)
 
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## P ![](RackMultipart20200423-4-1qbkift_html_d0aba7247e463b23.png) ackage Library
 
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1. Click the **Package Library** button
 
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![](RackMultipart20200423-4-1qbkift_html_b29c05ff96fd6e9b.png)
 
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1. Click **Install** on both the Active Directory Group and User Management packages
 
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2. Click **Install** on Windows Disk Cleanup
 
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3. Click **Close**
 
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## U ![](RackMultipart20200423-4-1qbkift_html_831f57c41a887ecf.png) ploading Packages
 
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1. Click the **Package Upload** button
 
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2. Select the provided package file: **Demo.pkg**
 
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3. Click **Open**
 
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4. Repeat for all other provided packages
 
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![](RackMultipart20200423-4-1qbkift_html_2ecf824aaf687cfa.png)
 
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# IT Automation Job
 
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## Single Computer
 
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1. Navigate to (_ **Home \> ITOM \>** _ **Job Queue** )
 
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2. Click the **Create New** button, and select **IT Automation**
 
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3. Enter Name: **Harry Hornbill on Single Computer**
 
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4. Click the **Installed Packages** button
 
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5. Select **Training \> Demonstration \> Harry Hornbill – The Bird, The Legend**
 
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6. Click **Apply**
 
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7. Set Site Target to **Server** and select an _Instance_
 
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8. Set Target Device to Inventory and select a _Device_
 
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9. Set Admin Credentials to **Network Admin**
 
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10. Click **Create**
 
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### Monitor
 
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![](RackMultipart20200423-4-1qbkift_html_694b704ac32f4fe6.png)
 
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Confirm job executed Successfully
 
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### Console Output
 
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Displays the package output as would be displayed if package were manually executed within the cmd console on the target device.
 
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### Debug Log
 
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Note any errors, success here implies that the package executed successfully, the output will be dependant on the package being executed.
 
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## Multiple Computers
 
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1. Navigate to (_ **Home \> ITOM \>** _ **Job Queue** )
 
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2. Click the **Create New** button, and select **IT Automation**
 
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3. Enter Name: **Harry Hornbill on Multiple Computers**
 
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4. Click the **Installed Packages** button
 
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5. Select **Training \> Demonstration \> Harry Hornbill – The Bird, The Legend**
 
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6. Click **Apply**
 
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7. Set Site Target to **Server** and select an _Instance_
 
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8. Set Target Device to **Inventory** and select a _Device_
 
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9. Set Admin Credentials to **Network Admin**
 
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10. Click **Create**
 
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![](RackMultipart20200423-4-1qbkift_html_9b18c0c1220f6cfc.png)
 
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1. Click on a Job **Name** to view the Individual Child Job
 
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2. Click Parent Link in the Summary to Return to Parent Job
 
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![](RackMultipart20200423-4-1qbkift_html_55f97c439b96ad46.png)
 
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# Job Scheduling
 
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## Discovery
 
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1. Navigate to (_ **Home \> ITOM \>** _ **Job Scheduling** )
 
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2. Click the **Create New** button, and Select **Discovery Schedule**
 
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3. Enter the following details:
 
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  - Name: **AD Discover**
 
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  - Schedule: **Run Every Period**
 
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  - Every (n) Minutes: **15**
 
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  - Description: **Scheduled AD Discovery**
 
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  - Site Target: **Server** | **SIS Instance**
 
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  - Protocol: **DCOM**
 
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  - Discovery Mode: **Active Directory**
 
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  - Container: **horbnbill.edu**
 
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  - Admin Credentials: **Network Admin**
 
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4. Ensure **Next Scheduled Date and Time** is set to a couple of minutes in the future
 
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5. Click **Enable Schedule**
 
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6. **Navigate to (**_ **Home \> ITOM \>** _ **Job Scheduling)**
 
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![](RackMultipart20200423-4-1qbkift_html_65033a8fb0b1d5d9.png)
 
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1. Wait for the Job schedule Time, and Click on the _AD Discovery_ Job **Name**
 
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2. Click the **Job History**
 
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3. Click on the _Scheduled AD Discover_ **Name**
 
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## IT Automation
 
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1. Navigate to (_ **Home \> ITOM \>** _ **Job Scheduling** )
 
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2. Click the **Create New** button, and Select **IT Automation Schedule**
 
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3. Enter the following Schedule details:
 
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  - Name: **Windows**** Disk Cleanup**
 
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  - Schedule: **Run daily**
 
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4. Ent the following IT Automation Job Settings:
 
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  - Package: **private:hornbill \> Disk Cleanup \>**** Windows Disk Cleanup**
 
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  - Site Target: **SIS Server**
 
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  - Target Device: **List** | **Test Servers**
 
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  - Admin Credentials: **Network Admin**
 
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  - Reference: **Demo Job**
 
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  - Set the following Operation Parameters to **True** :
 
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**InternetCacheFiles** , **Recycle Bin** , and **Temporary Files**
 
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1. Ensure **Next Scheduled Date and Time** is set to a couple of minutes in the future
 
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2. Click **Enable Schedule**
 
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3. **Navigate to (**_ **Home \> ITOM \>** _ **Job Scheduling)**
 
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4. Wait for the Job schedule Time, and Click on the Job Name **: Windows Disk Cleanup**
 
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5. Click **Job History**
 
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![](RackMultipart20200423-4-1qbkift_html_334ebade01a0ab80.png)
 
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1. Click on the Job Name **: Windows Disk Cleanup** (with the highest Job Id)
 
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![](RackMultipart20200423-4-1qbkift_html_569d99c44db73578.png)
 
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1. Review the list of jobs, and confirm that all are successful
 
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2. Click on the Name of any Job entry in the list and review the Details
 
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3. To return to the parent Click the link shown in the **Summary** section
 
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# Runbooks
 
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## Create a Runbook Process
 
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1. F ![](RackMultipart20200423-4-1qbkift_html_7be719736b3ad1e.png) rom the ITOM page, select **Runbooks**
 
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2. Click the button
 
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3. Enter a **Name**
 
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![](RackMultipart20200423-4-1qbkift_html_2b4571927de7c08a.png)
 
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### Build a Runbook Process
 
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1. Select the connection line between the **Start** and **End** nodes
 
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2. Right click on the selected line and select " **Add node between connected nodes**"
 
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![](RackMultipart20200423-4-1qbkift_html_25a0ca9f84ca1129.png)
 
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1. Select **IT Automation**
 
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![](RackMultipart20200423-4-1qbkift_html_b26a9b166695784c.png) ![](RackMultipart20200423-4-1qbkift_html_53f7bef04eab4f29.png)
 
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1. Hover over the **IT Automation** node, and click on the **Settings** icon
 
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![](RackMultipart20200423-4-1qbkift_html_8b4fe1e64851fc7d.png)
 
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1. Enter **Run Harry** as the Display name
 
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![](RackMultipart20200423-4-1qbkift_html_8b4fe1e64851fc7d.png)
 
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1. Click the **Add Package** button
 
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![](RackMultipart20200423-4-1qbkift_html_164fd424f3a954f9.png)
 
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1. Select **Harry Hornbill**
 
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2. Confirm the Run Operation is set to **Show Harry**
 
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3. Set Target Machine type to **Machine** , and select a Computer
 
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4. C ![](RackMultipart20200423-4-1qbkift_html_999565301c8e41b2.png) lick **Save draft** button
 
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### P ![](RackMultipart20200423-4-1qbkift_html_c260cdfdc25fac3.png) ublish a Runbook Process
 
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1. Click the **Publishing Manager** button
 
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![](RackMultipart20200423-4-1qbkift_html_7a5ee7de30ecf3cb.png)
 
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###
 
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###
 
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###
 
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1. Click the **Publish** button
 
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2. Click **Runbooks** from the breadcrumbs at the top of the page
 
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### Manually Execute a Runbook Process
 
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1. Locate the Runbook Entry on the Runbooks list
 
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2. C ![](RackMultipart20200423-4-1qbkift_html_98db734cb2992614.png) lick the **Invoke** action button
 
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3. Click **Invoke**
 
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### Schedule a Runbook Process
 
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1. Navigate to (_ **Home \> ITOM \>** _ **Job Scheduling** )
 
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2. Click the **Create New** button, and Select **Runbook Schedule**
 
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3. Enter the following Schedule details:
 
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  1. Name: **Harry Hornbill**
 
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  2. Schedule: **Run Once**
 
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  3. Runbook: **Run Harry**
 
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  4. Set the following Operation Parameters to **True** :
 
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4. Click **Enable Schedule**
 
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5. **Navigate to (**_ **Home \> ITOM \>** _ **Job Scheduling)**
 
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6. Wait for the Job schedule Time, and Click on the Job Name **:**  **Harry Hornbill**
 
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7. Click **Job History**
 
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8. Confirm the Status of the Job
 
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# Service Manager Interaction
 
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## Hornbill Business Process Manager
 
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## Runbook Process
 
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1. Navigate to ([_ **Home** _](https://betaadmin.hornbill.com/rickyf/) _ **\>  ** _[_ **Applications** _](https://betaadmin.hornbill.com/rickyf/app/)_ ** \>** _ [_ **Hornbill Service Manager** _](https://betaadmin.hornbill.com/rickyf/app/com.hornbill.servicemanager/)_ ** \>** _ _ **Business Processes** _)
 
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2. Locate **EXAMPLE Hornbill Incident Process** and click the **Copy Process** action button
 
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3. Enter the name **Demo Business Process** , and click **Apply**
 
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4. Select the Connector between the **Start** and **Set Status to New** nodes
 
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5. Right Click and Select **Runbook Process**
 
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6. Double click on the new node
 
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7. Select **Run Harry** from the Runbook drop down
 
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8. Click Save
 
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9. Publish the Business Process \*\* Needs work \*\*\*
 
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10. Assign the new process to an Incident \*\* Needs work \*\*\*
 
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11. Raise an Incident
 
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## IT Automation
 
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1. Navigate to ([_ **Home** _](https://betaadmin.hornbill.com/rickyf/) _ **\>  ** _[_ **Applications** _](https://betaadmin.hornbill.com/rickyf/app/)_ ** \>** _ [_ **Hornbill Service Manager** _](https://betaadmin.hornbill.com/rickyf/app/com.hornbill.servicemanager/)_ ** \>** _ _ **Business Processes** _)
 
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2. Locate **Demo Business Process** and click the link under Workflow
 
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3. Right Click the **Runbook Process** node, and select **Delete**
 
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4. Add a new node by dragging the **Arrow** underneath the **Start** node to a blank area and releasing
 
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5. Select **IT**** Automation**
 
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6. Double click on the new node
 
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7. Select Run Package as **Demonstration \> Harry Hornbill ...**
 
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8. Click **Apply**
 
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9. Set Target Machine type to **Machine** , and select a Computer
 
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10. Connect the New **IT Automation** node to the **Set status to New** node
 
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11. Click **Save**
 
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12. Publish the Business Process \*\* Needs work \*\*\*
 
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13. Raise an Incident
 
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# Package Creator
 
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## Create a Simple Package
 
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1. F ![](RackMultipart20200423-4-1qbkift_html_7be719736b3ad1e.png) rom the ITOM page select Package Creator
 
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2. Click button
 
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3. Enter a Package name: **TCP Utilities**
 
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4. Set Target OS to **Windows Universal**
 
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5. Click **Add Operation** button
 
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6. Enter the following details:
 
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  1. Operation: **Ping**
 
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  2. Description: **Ping a device using the parameters -n, host**
 
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  3. Command Type: **Run Command**
 
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  4. Command: **cmd /c ping.exe**
 
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  5. Timeout(secs): 60
 
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  6. Options/Args: **-n {param.count} {param.host}**
 
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7. Click **Add Parameter** button
 
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8. Set the following attributes:
 
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  1. **Required**
 
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  2. **Number**
 
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  3. Parameter Name: **count**
 
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  4. Default value: **3**
 
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  5. Hint: **Number of echo requests to send.**
 
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9. Click **Add Parameter** button
 
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10. Set the following attributes:
 
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  1. **Required**
 
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  2. **string**
 
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  3. Parameter Name: **host**
 
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  4. Hint: **Target device hostname.**
 
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11. Click **Apply**
 
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12. Click **Baseline** button
 
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13. Select **Version 1** via the Drop Down Adjacent to the **Baseline** button
 
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14. Click **Package and Install** drop down, and select **Package and Install**
 
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15. Navigate to ( **Home \> ITOM \> Job Queue** )
 
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16. Click **Create New** button, and select **IT Automation Job**
 
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17. Select Run Package: **private:{** _ **instance-name** _**} \> General Purpose \> TCP Utilities (Version 1)**
 
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18. Click **Apply**
 
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19. Enter the following details:
 
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  1. Name: **Ping Computer**
 
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  2. Run Operation: **ping**
 
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  3. Site Target: **Server | \<SIS Server\>**
 
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  4. Target Machine: **Inventory |\<target computer\>**
 
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  5. Admin Credentials
 
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1. Click **Create**
 
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## Windows Installer Package
 
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1. F ![](RackMultipart20200423-4-1qbkift_html_7be719736b3ad1e.png) rom the ITOM page select Package Creator
 
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2. Click button
 
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3. Enter a Package name: **Software Installer**
 
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4. S ![](RackMultipart20200423-4-1qbkift_html_be909e11db126955.png) et Target OS to **Windows Universal**
 
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5. Click **Upload File** button
 
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6. Select the following file:
 
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**C:\ Documents\ITOM\Packages\Demo.msi**
 
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1. Click on **Package Info**
 
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2. Click **Add Operation** button
 
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3. Enter the following details:
 
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  1. Operation: **Install**
 
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  2. Description: **Install Windows application**
 
−
  3. Command Type: **Windows Installer**
 
−
  4. Package: **Demo.msi**
 
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  5. Action: **Install Software**
 
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4. Click **Add**
 
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5. Click **Add Operation** button
 
−
6. Enter the following details:
 
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  1. Operation: **Uninstall**
 
−
  2. Description: **Unin**** stall Windows application**
 
−
  3. Command Type: **Windows Installer**
 
−
  4. Package: **Demo.msi**
 
−
  5. Action: **Uninstall Software**
 
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7. Click **Add**
 
−
8. Click **Baseline** button
 
−
9. Select **Version 1** via the Drop Down Adjacent to the **Baseline** button
 
−
10. Click **Package and Install** drop down, and select **Package and Install**
 
−
 
−
### Execute Installation Job
 
−
 
−
1. Navigate to ( **Home \> ITOM \> Job Queue** )
 
−
2. Click **Create New** button, and select **IT Automation Job**
 
−
3. Select Package:
 
−
 
−
**private:{** _ **instance-name** _**} \> General Purpose \> Software Installer (Version 1)**
 
−
 
−
1. Click **Apply**
 
−
2. Enter the following details:
 
−
 
−
  1. Name: **Software Installation**
 
−
  2. Run Operation: **Install**
 
−
  3. Site Target: **Server | \<SIS Server\>**
 
−
  4. Target Machine: **Inventory |\<target computer\>**
 
−
  5. Admin Credentials: **\<relevant KeySafe entry\>**
 
−
 
−
1. Click **Create**
 
−
2. Verify that the following software exists on the target:
 
−
 
−
Name: **Generic Business Application**
 
−
 
−
Publisher: **Acme Software Ltd**
 
−
 
−
### Execute Uninstallation Job
 
−
 
−
1. Navigate to ( **Home \> ITOM \> Job Queue** )
 
−
2. Click **Create New** button, and select **IT Automation Job**
 
−
3. Select Package:
 
−
 
−
**private:{** _ **instance-name** _**} \> General Purpose \> Software Installer (Version 1)**
 
−
 
−
1. Click **Apply**
 
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2. Enter the following details:
 
−
 
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  1. Name: **Software Uninstallation**
 
−
  2. Run Operation: **UniInstall**
 
−
  3. Site Target: **Server | \<SIS Server\>**
 
−
  4. Target Machine: **Inventory |\<target computer\>**
 
−
  5. Admin Credentials: **\<relevant KeySafe entry\>**
 
−
 
−
1. Click **Create**
 
−
2. Verify that the following the software no longer exists on the target:
 
−
 
−
Name: **Generic Business Application**
 
−
 
−
Publisher: **Acme Software Ltd**
 
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−
## Windows Executable
 
−
 
−
1. F ![](RackMultipart20200423-4-1qbkift_html_7be719736b3ad1e.png) rom the ITOM page select Package Creator
 
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2. Click button
 
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3. Enter a Package name: **Windows Executable**
 
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4. Set Target OS to **Windows Universal**
 
−
5. Click **Upload File** button
 
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6. Select the following file:
 
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−
**C:\ Documents\ITOM\Packages\ShowHarry.exe**
 
−
 
−
1. Click on **Package Info**
 
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2. Click **Add Operation** button
 
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3. Enter the following details:
 
−
  1. Operation: **Show Harry**
 
−
  2. Description: **Windows Executable - Show Harry.exe**
 
−
  3. Command Type: **Windows Executable**
 
−
  4. Run File: **ShowHarry.exe**
 
−
4. Click **Add**
 
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5. Click **Baseline** button
 
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6. Select **Version 1** via the Drop Down Adjacent to the **Baseline** button
 
−
7. Click **Package and Install** drop down, and select **Package and Install**
 
−
 
−
### Execute Windows Executable Job
 
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−
1. Navigate to ( **Home \> ITOM \> Job Queue** )
 
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2. Click **Create New** button, and select **IT Automation Job**
 
−
3. Select Run Package: **private:{** _ **instance-name** _**} \> General Purpose \> Windows Executable (Version 1)**
 
−
4. Click **Apply**
 
−
5. Enter the following details:
 
−
 
−
  1. Name: **Windows Executable**
 
−
  2. Run Operation: **Show Harry**
 
−
  3. Site Target: **Server | \<SIS Server\>**
 
−
  4. Target Machine: **Inventory |\<target computer\>**
 
−
  5. Admin Credentials
 
−
 
−
1. Click **Create**
 
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## Batch Script
 
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## PowerShell Script
 
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# Trouble Shooting
 
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# Site Integration Server
 
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## Rename server
 
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##
 
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# Appendix A
 
−
 
−
Required User Rights
 
−
 
−
Add these two rights to be able to Run AS
 
−
 
−
Missing privilege: Replace a process-level token. (SeAssignPrimaryTokenPrivilege)
 
−
Missing privilege: Act as part of the operating system. (SeTcbPrivilege)
 
−
 
−
![](RackMultipart20200423-4-1qbkift_html_1d4f5e2115d426ec.png)
 
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−
![](RackMultipart20200423-4-1qbkift_html_adbb807b4e78aee4.png)
 

Revision as of 09:31, 23 April 2020

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