Service Desk Installation

This tutorial explains how to install the Service Desk App into a newly installed UM 7.45 through 7.51.

Starting with release 7.52, the Service Desk App is shipped with the regular UM installer and does not need to be installed separately. See Universal Messenger 7.52.0 (EN) for information on how to active the Service Desk App in an existing UM installation.

Install Service Desk App

You can either

A) download App package from the download page and install it manually
B) or – if you are a developer – use UM Kickstarter

Either way you’ll need a license that covers de.pinuts.servicedesk to successfully install and use the Login App. Please contact support@pinuts.de when in doubt.

A) Install manually

If you need to install into an already existing UM you probably need to perform a manual installation as described in this section.

Go to https://www.universal-messenger.de/knowledge-base/downloads and download the Service Desk 2 App package (ZIP file).

Unzip the file right into your UM folder (where subfolders like cmsbs-conf/ and cmsbs-work/ live):

(cd UM && unzip $DOWNLOAD_DIR/ServiceDesk2-x.y.z.zip)

Restart your UM instance.

Configure and install REST Proxy

Follow https://downloads.universal-messenger.de/knowledge-base/documentation/universal-messenger/html/UM_EN/Administration/REST-proxy.html to install and configure your REST-Proxy.

Add the following endpoints to your REST-Proxy’s controller whitelist:

de.pinuts.servicedesk.widget
de.pinuts.servicedeskform.Widget

B) Install using UM Kickstarter

Start a new Kickstarter project

See Install Kickstarter

umkickstarter um
cd um

Add Service Desk as a dependency

Edit build.gradle to add ServiceDesk:

dependencies {
    // ...
    runtime('de.pinuts.cmsbs:ServiceDesk2:4.1.0')
}

Configure REST Proxy

Create a file named rest-proxy/cmsbs-restproxy.properties that configures the REST Proxy:

cmsbs.resturl=http://localhost:8080/cmsbs/rest

cmsbs.restproxy.limit.controller.whitelist.sd1 = "de.pinuts.servicedesk.widget"
cmsbs.restproxy.limit.controller.whitelist.sd2 = "de.pinuts.servicedeskform.Widget"

Insert the following cp lines to your build.gradle file:

setup.doLast {
    ...
    
    // Entry-Types:
    def entryTypesDir = new File(pinuts.um.cmsbsConfDir, 'entryTypes')
    fileTree('cmsbs-conf/entryTypes').each {target ->
        ln(target, entryTypesDir)
    }
    
    // UM REST Proxy
    cp('UM/web-integration/cmsbs-restproxy.war', new File(pinuts.um.webappsDir, 'p.war'))
    cp('rest-proxy/cmsbs-restproxy.properties', new File(pinuts.um.serverHome, 'cmsbs-restproxy.properties'))
}

Create configuration files

Create a new file cmsbs-conf/conf.d/sd.attributes:

include: cmsbs-conf/cse/plugins/de.pinuts.servicedesk/servicedesk.attributes

# Disable Composite Unique Key
isUnique = ""

Create a new file cmsbs-conf/conf.d/sd.properties:

cmsbs.gui.login = internal

Create a new file cmsbs-conf/conf.d/sd.config.js:

// Pinuts File Encoding: UTF-8

var SERVICEDESK2_CONFIG = {
    baseUrl: 'http://localhost:8080/cmsbs',
};

Setup UM

Let gradle install all dependencies:

gradle setup

Create backoffice “admin” user

Use the User Tool to create your very first backoffice user account:

(cd UM/scripts/ && ./userTool.sh cmsbs.properties -admin)

Startup UM

Startup your UM instance:

gradle run

Login to http://localhost:8080/cmsbs as admin / admin

Create Service Desk “Groups”

Goto Entries / New: ServiceDesk Group and create a handful of groups with at least a Group ID and a Group name.

Create Service Desk backoffice user

Goto Entries / New: Backoffice User and create a new User with Login, Password, Administrator? and at least one Service Desk group membership.

Login as Service Desk user

Now, re-login to http://localhost:8080/cmsbs as the newly created Service Desk backoffice user.