Deploy Service Manager Self Service Portal

Service Manager Portal

The Service Manager Self-Service portal is a SharePoint website providing web-based access to end users to Service Manager features like requests, opening incidents and more.

Officially Service Manager Self service Portal is supported on SharePoint 2010 and while there are some tweaks to make it run on SharePoint 2013 in the article I will describe the whole process using SharePoint 2010 Foundation which is the free scaled down version of SharePoint perfect for smaller companies or lab environments

Self Service Portal Requisites

I will you already deployed a Service Manager Management Group and installed SharePoint Foundation 2010 on a Windows 2012 R2 machine for demonstration purposes I will be deploying both Service Manager Web Content Server and SharePoint Web Parts Server on the same machine.

When first installed SharePoint will automatically bind to port 80 as I will not be using SSL For the Self Service Portal the first step is changing SharePoint port. the process is partially described in Service Manager Documentation but this does not cover the SharePoint part which is illustrated below.

Open  [Central Administration] –> [Application Management] –> [Manage Web Applications]

Self Service Manage Web Application

Highlight the Web Application using Port 80, by default it will be named SharePoint – 80, and click the Extend button in the Ribbon

Self Service Extend Web Application

In the window that will open make sure to select Create New IIS Website and accept default values

Self Service Change Port

Now go back to [Central Administration] –> [Application Management] and open Configure alternate access mappings under Web Applications and click on Edit Public URLs in the window that will be loaded

Self Service Portal Configure Alternate Access Mappings

Self Service Portal Edit Public URL

In the Alternate Access Mappings Collection click on the yellow box to select the SharePoint – 80

Self Service Portal Edit Public URL Select Application

In the Default field make sure to paste the website with the new port we’ve specified and that Intranet, Internet and Custom fieldsare empty and finally click Save

Self Service Portal URL and Zones

Back to [Central Administration] –> [Application Management] –> [Manage Web Application] select SharePoint – 80 in the Ribbon click the down arrow below Delete and select Remove SharePoint from IIS Web Site selecting the option to also Delete IIS web sites in the window that will appear

Service Manager Self Service Portal Remove SharePoint Site

Service Manager Self Service Portal Remove SharePoint Site Delete IIS

[su_note note_color=”#ffff96″ text_color=”#000000″ radius=”5″]Note: The above steps are necessary to remove both SharePoint web application and IIS physical website from the server, if the above steps are not followed SharePoint will continue to bind on Port 80.[/su_note]

Once you have changed SharePoint site port binding you need to do the same on IIS so open [IIS Manager] –> [Sites] –> [Default Web Site]  and in the Actions pane select Bindings

Self Service Portal IIS Bindings

in the Site Bindings page select http and click on Edit changing the Port field to 8080

Self Service Portal IIS Bindings Port

Port Binding

Once you have followed this procedure Port 80 will not be used by any service/website and we can proceed with the Service Manager Self Service Portal component installation.

Last requirement is the creation of the Service Manager Action account which needs to be made part of the Administrators group of all management server in the lab I have named the account SMAA, this account will be used as data access account so that the self service portal will be able to access the service manager database.

Self Service Portal Web Content Server Installation

Start the Service Manager Setup Wizard and click on Service Manager Web Portal to being installation

Service Manager Self Service Portal Setup

In the Portal Parts page select both Web Content Server  and SharePoint Web Parts as hinted by the Wizard in a production environment you’ll want to install the components on separate machines

Service Manager Self Service Portal Parts

Accept the license agreement and specify product registration settings and click Next

Service Manager Self Service Portal License

Choose the installation path and click next which will launch requisite checker

Service Manager Self Service Portal Installation Path

Review System check results and make any change as necessary and click next when ready

Service Manager Self Service Portal System Checks

In the Configuration page I have deselected the Enable SSL encryption checkbox and changed the port to 81 (or another unused port of your choice)  leaving the default Website name

Service Manager Self Service Portal Site

In the following window you will need to select the server hosting the Service Manager database and specify the account that will be used for the connection which in this case will be mcsesmsa which was previously created

Service Manager Self Service Portal Database Connection

Service Manager Self Service Portal Database Account

In the Configure Service Manager SharePoint Web site accept all default settings and click next

Service Manager Self Service Portal Web Site

[su_note note_color=”#ffff96″ text_color=”#000000″ radius=”5″]Note: If you receive an error message similar the following “The SQL Server name is not running version SQL Server 2008 SP2 or SQL Server 2008 R2. Please update it to the newest version and retry.” despite the correct SQL version is installed you need to recompile the SQL MOF following instructions in this article.[/su_note]

Next you need to specify the account under which the Self Service portal application pool will run (created as part of the requisite)

Service Manager Self Service Portal Application Pool

Choose if you want to take part in the Customer Experience Improvement Program and review information in the Summary page eventually clicking on Install if all information are correct

Service Manager Self Service Portal Summary

Once setup has finished running click on the web portal link (http://szhv-smp01/SMPortal/) to verify everything has worked correctly

Service Manager Self Service End of Setup

Service Manager Self Service Portal Page

The last step is deploying the same Cumulative Update that are deployed on the Service Manager Management Server as all servers should be aligned at the same CU level.


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