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.