Microsoft SQL Server Express - SmarterTools Help System Index

Installation and
Deployment
Help Documentation
This document was auto-created from web content and is subject to change at any time.
Copyright (c) 2017 SmarterTools Inc.
Installation and Deployment
Installation and Deployment
SmarterTicket System Requirements
The requirements of SmarterTicket are minimal, so that SmarterTicket can run well in shared or
dedicated environments. Below you will find the minimal requirements.
Minimum Requirements
• Windows XP, Windows Vista, Windows 2000, or Windows 2003 (all versions)
• RAM: 128 MB
• CPU: PII 500
• DISK: 40 MB (100 MB if installing SQL Server Express Edition)
• IIS 5 or higher with the Microsoft .Net Framework 1.1 or 2.0
• DATABASE: One of the following
• Microsoft SQL Server 2000 or higher
• Microsoft SQL Server Express Edition
• MySQL 4.1 or higher
NOTE: All installations are different, and extra load caused by excessive tickets or agent accounts
may skew the server requirements. Disk space requirements and database space requirements may
grow substantially depending on the number of tickets you receive.
Installation on Shared Hosting
• Introduction
• Installation and Setup
• Troubleshooting
• Regarding SmarterPing
1. Introduction
SmarterTicket Professional Edition is a ticket management system based on current Microsoft
Technologies. It is designed to run on an IIS 5.0 or 6.0 web server that has ASP.Net 1.1 or ASP.Net
2.0 installed. In addition, the software is designed to work with Microsoft SQL Server, Microsoft SQL
Server Express Edition, or MySQL databases.
Installation and Deployment
2. Installation and Setup
2.1. Unzip the software
Download the manual installer , and unzip the software to a folder on your computer's hard drive. The
unzipped folders and files will have a structure similar to this:
• /SmarterTicket
• /About
• /Agent
• ...
• /UserControls
• License.txt
• ReadMe.htm
• Online Help
2.2. Upload files to your web server
Upload, copy or FTP the entire SmarterTicket folder to your web server, including ALL the folders
and files inside it. Do not change the file and folder structure. You would typically place the
SmarterTicket folder in your web server's wwwroot directory, but it can also be copied to any subdirectory under a web site's root directory, as long as it is marked as an application starting point. You
may have to ask you host for information about how to perform these steps.
Your web server must have the Microsoft .Net Framework 1.1 or 2.0 installed before SmarterTicket
will function. This is available through Windows Update on the server.
2.3. Set proper NTFS permissions on key folders
The following directories of the uploaded SmarterTicket installation need to have read, write, delete,
and modify permissions in the file system :
• SmarterTicket/Attachments
• SmarterTicket/ChartImages
• SmarterTicket/Config
• SmarterTicket/Config/Temp
• SmarterTicket/Skins
If you do not have access to the file system permissions, ask your hosting company to set the
permissions for you.
Installation and Deployment
2.4. Lock down the Config folder
To prevent someone from downloading your configuration files, change the permissions in IIS as
follows:
• SmarterTicket/Config - In IIS, remove read and write access, so external users cannot browse
to any file in this folder. This is not the same as changing the file system permissions.
If you do not have access to IIS permissions, ask your hosting company to set the permissions for you.
2.5. Setup Database
Determine which database you will be using with SmarterTicket, and follow the instructions in the
topic Database Setup .
2.6. Configure SmarterTicket
With a web browser, navigate to the URL of your SmarterTicket installation. When that page comes
up, click on Agent Login to login as the administrator. Use the following login information:
• Username: admin
• Password: admin
After logging in, you should be taken immediately to the database settings page. Choose your database
type and enter the information that lets SmarterTicket connect to the database you have already
established. If you need help with these settings, consult your administrator or hosting provider. Click
[next] to connect to the database and continue to follow the instructions to complete the setup of
SmarterTicket.
2.7. Change the Primary Admin Password
After attaching SmarterTicket to a database and activating the product, the System Admin password
should be changed. Log in to SmarterTicket as admin if you have logged out. Click on the Config
menu and choose General Settings, then enter a new value for System Admin Password. Note that this
password cannot be restored. Make sure you remember it or write it down!
2.8. Install SmarterPing on a Desktop (if necessary)
SmarterPing may be necessary in order for your installation of SmarterTicket to work properly.
Information about SmarterPing and how to install it can be found in section 4 , below.
Installation and Deployment
3. Troubleshooting
If you are experiencing difficulty installing and running the software, please visit the FAQ and support
section on our web site where a lot of questions are already answered. Some of the most common
causes for errors are:
• Invalid permissions - The folders referred to in 2.4 and 2.5 might have invalid permissions, in
which case SmarterTicket will not function properly. Talk to your administrator to help ensure
that these have been set properly.
• Microsoft.Net Framework - SmarterTicket requires the Microsoft.Net Framework 1.1 or 2.0 in
order to function properly. This must be installed AFTER IIS. If you added IIS after installing
the Framework, you will have to uninstall the Framework and reinstall it. The Microsoft.Net
Framework is available from Windows Update.
• DirectX 9.0 or Higher - A bug in Microsoft's original OpenGL implementation causes charts
to stop generating after a period of time. To remedy this problem, your server may need to have
DirectX installed. Get the latest version of DirectX by using Windows Update.
• The home page does not appear correctly - Check to ensure that the Microsoft.Net framework
version 1.1 or 2.0 have been installed on the server. The Microsoft.Net Framework is available
from Windows Update.
If your error does not fall into these categories, navigate your web browser to http://
your_smarterticket_url /about/checkup.aspx . Pay attention to any failures that appear, and if you
cannot determine the cause of a problem, see our free and paid support options at
http://www.smartertools.com/Support/Plans.aspx
4. Regarding SmarterPing
SmarterPing is a web-site keep-alive utility that will aid those in lower-activity installations of
SmarterTicket. As a user of SmarterTicket, you may download and use this utility at no charge. If an
agent will not frequently be looking at tickets and you have set SmarterTicket up to email agents when
new tickets come in, this tool is required for SmarterTicket to function correctly.
Simply add the url "http://YOUR_SMARTERTICKET_URL/Ping.aspx" to SmarterPing and set it to
ping every 10 mintues. SmarterPing operates as a Windows Service, so you do not have to stay logged
in for it to work.
To download and try SmarterPing, go to
http://www.smartertools.com/downloads/smarterping_setup.exe
Installation and Deployment
Installation on a Dedicated Server
SmarterTicket comes as a single installation file that contains everything necessary to run the product.
The SmarterTicket automated installer can be downloaded from www.smartertools.com . The FREE
Edition and the licensed version of SmarterTicket are both contained within this installation file, so it
will not be necessary to download or install the file again if you purchase a license after trying the
FREE Edition.
Note: Users of Windows 2003 Advanced Server may need to install SmarterTicket from Add/Remove
Programs in the control panel in order for file permissions to be properly set.
If you have IIS 5.0 or later, it is recommended that you run the SmarterTicket web interface under IIS
instead of using the built-in web server for performance reasons. See the topic Running as an IIS site
for more information.
Running Web Interface Under IIS
By default, SmarterTicket will install a basic web server that allows you to start using SmarterTicket
immediately after installation. However, it is recommended that you move SmarterTicket to a more
robust and secure web server, such as Microsoft's Internet Information Server (IIS). To configure
SmarterTicket to run under IIS 5.0 or higher, follow the step-by-step instructions below.
Note: This topic assumes that you are familiar with IIS and how it works. SmarterTools recommends
that you use the web server included with SmarterTicket if you do not feel comfortable using IIS.
Install IIS (if necessary)
Click on Start -> Control Panel -> Add
Remove Programs
Click on Add / Remove Windows
Components.
Check the box for Internet Information
Services (IIS).
Installation and Deployment
Complete the Wizard and wait for the
installation to complete.
If Microsoft.Net mappings are not correct
(for example, if you install IIS after
Microsoft.Net), run the following at the
command prompt (replace "\Windows\" with
"\WinNT\" for Windows 2000 installations):
• c:
• cd
\Windows\Microsoft.Net\Framework\v1.1.4322
• aspnet_regiis -i
Disable the SmarterTicket Web Server
While not absolutely necessary, this step will improve security on your server and is highly
encouraged.
These steps will stop and disable the Web Server included with SmarterTicket. They will also have the
side-effect of disabling the shortcut to SmarterTicket on your desktop until you update it with the new
URL for SmarterTicket.
Click on Start -> Program Files ->
SmarterTools -> SmarterTicket -> Configure
SmarterTicket Web Server
Click on the Stop button
Change the Startup Mode to Disabled and
click on the Apply button
Click on the Close button
Installation and Deployment
Add SmarterTicket to IIS
Click on Start -> Control Panel ->
Administrative Tools -> Internet Information
Services (IIS)
Right-click on the web sites tree on the left
of the page and choose New -> Web Site
When asked for a description, enter
SmarterTicket
Choose the IP address to use for web
interface. If this IP address is shared with
another web site, you will need to use a
different port or Host Headers. For more
information about using Host Headers, refer
to the IIS documentation.
For Path, use "C:\Program
Files\SmarterTools\SmarterTicket\MRS" (or
use the location in which you installed
SmarterTicket).
Leave the "Allow anonymous access to this
web site" box checked.
When asked what permissions to grant,
choose only Read and Run Scripts.
Installation and Deployment
Finish the wizard
Verify IIS Settings
If you are using Windows 2003, verify that
the ASP.NET v1.1.4322 Web Service
Extension is set to Allowed in IIS. If you do
not see ASP.NET under Web Service
Extensions, ensure that ASP.NET is enabled
in the Application Server. (Control Panel ->
Add / Remove Programs -> Windows
Components -> Application Server ->
Details)
Ensure that the default document for the site
is Default.aspx (under the Documents tab)
Update DNS
If any domains are already setup with
pointers to SmarterTicket, make sure to
update their DNS records to point to the new
IP address.
Test the Site
Open up a web browser, and type in the IP
address of the site you just added.
Installation and Deployment
Database Setup
Choose the database you want to use from the list below for instructions on setting it up. If you are
using a hosting company that provides you with your database, you may need to contact them to make
some of the necessary changes.
• Microsoft SQL Server Express
• Microsoft SQL Server (2000 or 2005)
• MySQL 4.1 or Higher
• MSDE (obsolete)
Microsoft SQL Server Express
SQL Server Express is a free version of SQL Server 2005. It is the recommended database on most
systems, except for those that have access to the non-Express version of Microsoft SQL Server. It has
no connection limits like MSDE does, and is much easier to backup and restore. It also supports
databases of up to 4 GB in size.
Note: The automated installer for SmarterTicket includes the option to install SQL Express Edition.
This is the easiest way to get started.
Manual Method
Download SQL Server Express Edition - It is recommended to also download Management Studio
Express.
• Using Management Studio Express, create an empty database for SmarterTicket.
• Using Management Studio Express, create a user (SQL or Windows Authentication) that has
DBO permissions over the new database you created.
• Log into SmarterTicket (by default using "admin" for both username and password) and the
Database Settings page should appear.
• Choose SQL Server and either Windows or SQL authentication mode.
• When asked for the database server, enter "server\SQLExpress", substituting the IP or name of
the SQL Server for the "server" value.
• Enter the rest of the requested values and click on Next to have SmarterTicket create all
necessary tables for you.
Automated Method
• When installing SmarterTicket using the automated installer, walk through the Database Setup
wizard that follows the installer. This will set up SQL Express and a database to use.
Installation and Deployment
• Log into SmarterTicket (by default using "admin" for both username and password) and the
Database Settings page should appear.
• Choose SQL Server with SQL authentication mode.
• Enter the following values when prompted:
• Database Server: .\SQLExpress
• Database Name: SmarterTicket
• Username: sa
• Password: (the password you entered when installing the database)
Microsoft SQL Server (2000 or 2005)
SQL Server is an Enterprise-Grade database server available from Microsoft. While most of the
functionality is identical to Express Edition, it does not have some of the usage restrictions like
Express Edition does (such as the 4 GB database size limit).
More information about SQL Server 2005
The process for connecting SmarterTicket to Microsoft SQL Server is nearly identical to the process
for using Microsoft SQL Server Express Edition ( See instructions above ).
The primary difference is that you will not need to specify an instance name (like \SQLEXPRESS) in
the database server field when attaching to the database.
MySQL 4.1 or Higher
MySQL is a free database package that competes against Microsoft SQL Server. It also works well
with SmarterTicket, but our tests have shown slightly higher performance with SQL Server (Express
and regular editions) when dealing specifically with SmarterTicket.
More information about MySQL - It is recommended to also download the GUI tools .
• Using MySQL Administrator, create an empty schema (database) for SmarterTicket.
• Using MySQL Administrator, create a user that has DBO permissions over the new database
you created.
• Log into SmarterTicket (by default using "admin" for both username and password) and the
Database Settings page should appear.
• Choose MySQL as the database type
• Enter the requested values and click on Next to have SmarterTicket create all necessary tables
for you.
Installation and Deployment
MSDE
MSDE is no longer a recommended method of running SmarterTicket. While it will function properly,
MSDE has connection limits and missing features that make SQL Server Express Edition a much
better choice. It is also no longer officially supported by Microsoft.
Activating SmarterTicket
In order for SmarterTicket to function, the product must be activated. If you move SmarterTicket to
another server, or assign it to a different database, you may have to re-activate the product in order for
it to work. To get to the product activation wizard, click on the Help menu and choose Activate
Product.
If you have any difficulties activating SmarterTicket, please contact SmarterTools support.
Information can be found at www.smartertools.com .
Select Activation Option
There are two types of activation modes in which SmarterTicket can run. The Free Version mode
allows a single agent. As the name states, the Free Version costs nothing. The License Key option
allows you to enter a valid license key that has been purchased from SmarterTools. Limits to the
number of agents that can be added depend on the license key that you purchase.
There are no limits to how many departments or tickets can be used in SmarterTicket.
Choose which activation option you wish to use, then click on the Next button to continue.
Activate Free Version
If you chose to activate the free version you will be presented with the screen above. The first step is
to obtain an activation code. Click on the "Click here to get your free activation code" link and a web
page will appear. Fill out the form, and your activation code will be emailed to you. Enter the
activation code along with the email address you used on the form, and click on Activate Now to
complete activation.
Activate License Key
If you chose to activate a license key, you will be presented with the screen above. In order to
complete this step, you will need a valid license key and password that were emailed to you when you
obtained your license key. Enter in the information from the email into the boxes and click on Activate
Now to complete the activation.
Installation and Deployment
Note: Activation of a license key requires the server to contact SmarterTools over port 443 (HTTPS).
Please ensure that any firewall or internet security software you have installed allows an outgoing TCP
port 443 request.
In order for SmarterTicket to function for more than 1 agent, the product must be activated. If you
move SmarterTicket to another server, or assign it to a different database, you may have to re-activate
the product in order for it to work. To get to the product activation wizard, click on the Help menu and
choose Activate Product.
If you have any difficulties activating SmarterTicket, please contact SmarterTools support.
Information can be found at www.smartertools.com .
Upon going to the Activate Product page, you will be presented a screen showing your current license
details. In order to complete this step, you will need a valid license key obtained through SmarterTools
or a SmarterTools Reseller. Enter the information from the email into the box and click on Activate
Now to complete the activation.
There are no limits to how many departments or tickets can be used in SmarterTicket.
Note: Activation of a license key requires the server to contact SmarterTools over port 443 (HTTPS).
Please ensure that any firewall or internet security software you have installed allows an outgoing TCP
port 443 request.
Upgrade Instructions
• Introduction
• Upgrades with Automated Installer
• Upgrades with Manual Installer
Introduction
The method you choose to upgrade depends upon your current installation.
• If your current build is 2.6.2497 or lower, or you previously installed your copy of
SmarterTicket with a manual installer, you will need to follow the instructions in the section
Upgrades with Manual Installer .
• If you are upgrading and your current build number is 2.7 or higher, and you used the
automated installer to set up your SmarterTicket installation, you may use the instructions in
Upgrades with Automated Installer .
Installation and Deployment
Upgrades with Automated Installer
Only use the instructions in this section if your current build number is 2.7 or higher AND you
previously installed using the automated installer.
• Backup your SmarterTicket folder (by default in C:\Program
Files\SmarterTools\SmarterTicket)
• Backup your database
• Download and run the new SmarterTicket installer, making sure to use the same install path as
your current SmarterTicket installation is located.
• Log in as the admin to SmarterTicket to trigger any database updates
• If you are upgrading from a previous major version (such as 1.x upgrading to 2.x), and you are
not running the Free Edition, go to Help -> Activate Product and reactivate with your license
key.
If you have any trouble, you can roll back by restoring your backup.
Upgrades with Manual Installer
Only use the instructions in this section if your current build number is 2.6.2497 or lower OR you
previously installed using the manual installer.
• Backup your SmarterTicket folder
• Backup your database
• Download the new SmarterTicket installation and extract it to a temporary folder
• In your live ticket installation, delete the contents of the bin/ folder
• Copy the contents of the new SmarterTicket folder under the temp folder you created to your
live installation directory. Be careful to ensure you're replacing the files correctly, and not just
creating a "SmarterTicket" subfolder under the site.
• Log in as the admin to SmarterTicket to trigger any database updates
• If you are upgrading from a previous major version (such as 1.x upgrading to 2.x), and you are
not running the Free Edition, go to Help -> Activate Product and reactivate with your license
key.
If you have any trouble, you can roll back by restoring your backup.