Installing and Troubleshooting ServiceCenter 5 with ReportCenter 5

User needs to have ServiceCenter 5 and ReportCenter 5 installed or there is problem with one of the applications.

The following steps should be performed when a user needs to have ServiceCenter 5 and ReportCenter 5 installed or there is problem with one of the applications.

Uninstall ServiceCenter 5

The uninstall process should be performed even if you believe ServiceCenter 5 has never been previously loaded. This will ensure a clean installation of SC5 and RC5.

Remove any Marimba Installation

1) Helpdesk agent connects to user via 	PCAnywhere.

2) Close all ServiceCenter and 	ReportCenter sessions.

3) Launch Internet Explorer.

Note: If the user is using a server proxy, exclude "mpw21" and "mp2k10" from the proxy and restart Internet Explorer.

4) Access the Knowledgebase at 	http://mpw21/kbi/.

5) Select , .

6) Enter your NT username, password and 	domain (nfc).

7) Select , .

8) Select .

Remove any Standard Installation

1) Verify that ServiceCenter 5 is not in 	the "Add/Remove Programs" option in the 	Control Panel.  If it exists, uninstall it.

Remove Directory Structure

1) Delete the folder c:\program 	files\peregrine and all its subdirectories.

Uninstall ServiceCenter 3

Remove any Standard Installation

1) Verify that ServiceCenter 3 is not in 	the "Add/Remove Programs" option in the 	Control Panel. If it exists, uninstall it. 2) Reboot the pc.

Install ServiceCenter 5 and ReportCenter 5

1) Perform uninstall procedure for both 	SC3 and SC5 above.

2) Helpdesk agent connects to user via 	PCAnywhere.

3) Close all ServiceCenter and 	ReportCenter sessions.

4) Execute:  \\10.4.7.121\sc5cd\setup.exe

5) Select .

6) Select , .

7) Make sure the destination folder is 	 	and select .

If it is not, browse and select the above folder. If the install will not accept the folder, it is because the c:\program files\peregrine folder exists. Use the uninstall procedure above and restart the install processes.

8) Place checkmarks in , 	,  & 	.  Remove any other 	checkmarks.  Select .

9) Select 

10) Set the following values: Host: mpwprgn-vsrv Port: 12670 and select <Next>.

11) Select <Client>, <Next>.

12) Enter:  \\10.4.7.121\crystal  and 	select <Next>.

13) Verify the menu folder is <Peregrine 	ServiceCenter> and select <Next>.

14) Select <Next>, <Finish>.

20) Launch Report Center. 21) Select <File>, <Program Options>. 22) Enter your ServiceCenter username and 	password and select <OK>. 23) Select <File> <Login to Server>. A dialog box should appear saying <Connected>. Select <OK>. 24) Create a New Folder called "crystal" in	 the computer's system directory. For 	example: c:\windows\crystal or 	c:\winnt\crystal. 25) Copy the files from \\10.4.7.121\crystal\dlls and paste them into the new "crystal" folder. 26) ReportCenter is ready for use.

KB# 100018

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