Sage 7.2 Installation and Upgrade Guide CRM Installation and Upgrade Guide
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Sage CRM
7.2 Installation and Upgrade
Guide
© Copyright 2013 Sage Technologies Limited, publisher of this work. All rights reserved.
No part of this documentation may be copied, photocopied, reproduced, translated, microfilmed, or otherwise duplicated on any medium without prior written consent of Sage Technologies Limited.
Use of the software programs described herein and this documentation is subject to the End User Licence Agreement enclosed in the software package, or accepted during system sign-up.
Sage, and the Sage logo are registered trademarks or trademarks of The Sage Group PLC. All other marks are trademarks or registered trademarks of their respective owners.
Contents
Files and Applications you may need on the Client
Recommendations for Client Hardware
CRM Installations on a 64-Bit Server
CRM Installations on Windows 2008 R2/2012 Servers
CRM Installations on Windows Small Business Server
Troubleshooting Windows Small Business Server 2011
Recommendations for Server Hardware
Installations with Under 50 Users
Installations with Over 50 Users
Installations with Over 200 Users
Installations with Several Hundred Users
User Authentication / Password Setup
Security Profiles and Territories
Installation and Upgrade Guide Contents – i
Contents
Principles of a Secure Installation
Installing CRM for the First Time
Installing CRM when a Version is Already Installed
Using the License Key Update Application
Installing CRM for an Oracle Database
Install Changes for Version 7.2
Java Runtime Environment (JRE)
Checking that the Rewriter is available
Checking if the Rewriter is redirecting
Solo End of Life and use of SQL Identities
Chapter 5: Server Administration
Contents – ii Sage CRM
Contents
Scheduling Backup of the CRM Database
Restoration of a Backup of the CRM Database
Setting up a Database Maintenance Plan
Multi-server CRM Configuration Settings
Making Changes on a CRM Server
Chapter 7: Introduction to Upgrading
Upgrading from a version using Solo
Recommended Steps in the Upgrade Process
Chapter 8: Running a Test Upgrade
Checking Customization and Database Changes
Phone and Email Changes in 7.1
Installing Backups to the Test Environment
Installation and Upgrade Guide Contents – iii
Contents
Understanding which Scripts Run During the Upgrade
Running the Upgrade Install Shield
Starting the CRM Indexer Service
Chapter 10: Restoring a Live Environment
Planning for Restoring a Live Environment
Chapter 11: Upgrading Multi-Server CRM
Preparing for Upgrading Multi-Server CRM
Multi-Server CRM Upgrade Process
Running the Install Shield on the Database Server
Running the Install Shield on a non-Database Server
Troubleshoot Redirector Errors
Contents – iv Sage CRM
Chapter 1: About This Guide
This guide is for Sage CRM System Administrators and Sage CRM Certified Consultants and is intended as an introduction to the Sage CRM system architecture and system requirements, as well as providing detailed instructions on installing or upgrading Sage CRM.
Please note that while the document refers to Sage CRM, CRM, or the CRM system throughout, regional products may use different brand names.
We assume that you are an experienced Sage CRM System Administrator or Certified Consultant, and are familiar with: l l
The administration tasks covered in the Sage CRM System Administrator Guide.
Backup and restoration procedures for SQL databases, or whatever database type you are working with.
Chapter Summary
Chapter
Description
An introduction to the system architecture and recommended client and server specifications.
How to install the software using the Setup program.
Backup recommendations.
An introduction to CRM in a multi-server environment.
Recommended steps in the upgrade process.
Requirements for setting up a test environment and procedures for running a test upgrade.
How to perform and test an upgrade.
How to restore a live environment in the event of a failed upgrade.
How to upgrade a multi-server CRM environment.
A list of key milestones in the upgrade process.
Troubleshooting tips.
Installation and Upgrade Guide 1-1
Chapter 2: System Overview
In this chapter you will learn how to: l
Get an overview of the system architecture.
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Find out what software is required for CRM clients
.
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Determine what hardware is required for CRM clients
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Find out what server software is required
.
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Run CRM on Windows 2008 Server
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Run CRM on Windows 2008 Small Business Server
.
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Find out what server hardware is recommended
.
System Architecture Overview
This system is a Web-based solution that requires no separate installation on client machines. To access the system, each user must have a Web browser and IP connection to the CRM Application
Server.
The following diagram provides an overview of the technical architecture.
System Architecture Overview
Note: The Exchange Server Sync Engine can be deployed on a remote server. Please see the
Exchange Integration section of the System Administrator Guide for more information.
Client Software Requirements
No installation is required on the PC or laptop of networked users for core CRM functions, as the
Web browser is usually pre-installed. Some features of CRM, such as Document Drop, Reporting,
Installation and Upgrade Guide 2-1
Chapter 2 and Classic Outlook Integration may require the installation of plug-ins and external applications.
These are outlined in the next section.
The following Web browser is supported: l
Microsoft Internet Explorer 9 and 10 (compatibility mode)
Note: If you experience performance issues with IE, it may be due to the number of HTTP connections open at any one time (for example, multiple tabs within a single browser session, one of which is CRM, with a dashboard including multiple RSS feeds). To prevent this issue affecting
CRM performance, it is recommended that CRM is opened in its own browser window.
Cross-Browser Compatibility
The Main Menu area of Sage CRM is compatible with the following browsers: l l l
Apple Safari 6
Google Chrome (latest version)
Mozilla Firefox (latest version)
There are still some minor differences to look out for in the Main Menu area. The main ones are: l l
Hot Keys – different hot keys, such as Alt + T to create a new task from the Calendar tab in IE, can be used in the different browsers. Please refer to the User Guide for more information about them.
The Send Using Outlook button on the New E-mail screen is not supported in non-IE browsers
There are some areas of the product which are supported in IE only. These include: l l l l l l l
The Administration menu
Self Service Demo Web Site
Classic Dashboard
Classic Outlook Integration
Outlook Plug-in for Exchange
Lite Outlook Plug-in (Cloud)
CTI
Files and Applications you may need on the Client
Document Plug-in: To use the Document Drop functionality. Only available when working with
CRM in Internet Explorer. The first time a user encounters one of the features requiring the plug-in
(for example, the My CRM | Calendar page displaying the Document Drop icon), they are prompted to download a plug-in. Instructions are provided on-screen. Users must be administrators or power users of their machine to install the plug-in. Your browser must also be configured to accept plugins. Access to Document Drop can be disabled by the System Administrator from Administration |
E-mail and Documents | Documents & Reports Configuration.
Adobe Reader: To view CRM reports in Adobe PDF format, Adobe Reader must be installed on the client machine. The Adobe Reader can be downloaded from www.adobe.com.
Outlook Plug-in for Exchange Integration:Your System Administrator can roll out the Outlook plug-in for Exchange Integration by Active Directory Group Policy, or you can install it manually.To
install manually, users must be administrators or power users of their machine, be running Outlook
2007 or 2010, and must have been enabled by their System Administrator to view the plug-in button.
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Chapter 2: System Overview
Outlook Plug-in for Classic Outlook Integration: To install CRM Outlook Integration, users download the Outlook Plug-in for Classic Outlook Integration from within CRM in the My CRM |
Preferences tab. Users must be administrators or power users of their machine to install the
Outlook Plugin. The Outlook Plugin requires XML Parser and the .NET Framework to be on the client. These are checked for during the install process and installed if not present.
Note: Users are required to have either Outlook 2007 or Outlook 2010 to use Classic Outlook
Integration. Sage CRM Outlook client integration is supported for e-mail accounts running on
Microsoft Exchange Server MAPI or POP3. Roaming Profiles are not supported.
Microsoft Office applications: The data upload feature accepts files in *.XLSX format, created by
Microsoft Office Excel 2007 or later versions. Data Upload also accepts *.CSV files. You can save mail merge templates that you create in Microsoft Word in *.DOCX, *.HTM, and *.HTML formats.
Microsoft Word 2007 or later, or another program that can open *.DOCX files, must be installed in order to view merged documents.
Adobe Flash: The Adobe Flash Player is not required for either running or interacting with report charts. Some enhanced display options, such as greater depth of color, are available in charts when the Adobe Flash Player is installed on the client machine. If Flash is not available, the charts are displayed using HTML 5. The Adobe Flash can be downloaded from www.adobe.com.
Recommendations for Client Hardware
As the application uses a Web browser, the client hardware specification is determined by the minimum Web browser requirements for the client operating system.
Server Software
For a standard implementation, an overview of the supported software environments can be found in the Software Support Matrix available in the following location:
https://community.sagecrm.com/user_community/m/72_documentation/default.aspx
One of each of the application server, database server and Web server products must be installed prior to installing the application. Note that in addition to CRM license costs, customers need to independently purchase licenses for this software. This should be organized by your IT department using their established suppliers. It may be possible to reuse licenses purchased for other applications if they are not currently being used.
Sage CRM can be run in a virtualized environment. Configuration, setup, and performance of the virtual environment are the responsibility of your IT department.
Database Servers
TCP/IP must be enabled for SQL Server installations.
Oracle databases can run on a Unix or a Windows operating system.
Microsoft SQL Server cluster In a high-availability environment, Sage CRM can be used with a
Microsoft SQL server cluster in an active/passive configuration. This configuration will provide resiliency in the database layer of your solution.
Installation and Upgrade Guide 2-3
Chapter 2
Note: A Microsoft SQL Server cluster should be configured according to Microsoft’s specifications and guidelines.
Installing Sage CRM onto a Microsoft SQL server cluster works in the exact same manner as installing Sage CRM onto a single Microsoft SQL Server instance. Provide the SQL cluster address and SQL logon credentials when prompted in the Database Server Login dialog box during the Sage
CRM installation. Please see
Running the Setup Program (page 4-1)
for more information.
Database Size The default setting for the initial database size is 0.5GB (512 MB), but this can be changed during the installation process.
SQL Express Editions should only be used for demo installations of Sage CRM, and are not recommended for use in Production environments. The primary reason for this is owing to the database size restrictions.
SQL Server 2008 R2 allows for the creation of up to a 10GB database.
Database Collation The Sage CRM installation create its own SQL collation on the CRM database. In previous versions, it inherited it the collation from SQL Server (at the database server level). Localized installs of CRM should run more smoothly as a result.
The CRM install creates the following default collations:
EN – Latin1_General_CI_AS
DE – Latin1_General_CI_AS
ES – Modern_Spanish_CI_AS
FR – French_CI_AS
CS – Chinese_PRC_CI_AS
Web Servers
If you are working with IIS 7.0, you must make sure you have the following components selected under Internet Information Services | World Wide Web Services | Application Development
Tools: l l l
ASP
ISAPI Extensions
ISAPI Filters
If you are using the Extensibility Module with IIS 7.0, check that IIS | Web Service Applications |
Active Server Pages is not set to Prohibited.
When working with IIS 7.0 or above please check that the Enabled Parent Paths option is enabled.
If it is disabled you may experience errors when working with Self Service and custom ASP pages.
Please refer to http://support.microsoft.com/ for more information.
CRM Installations on a 64-Bit Server
Windows and IIS
Sage CRM is compatible with:
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Chapter 2: System Overview l l
Microsoft SQL Server 2008 R2 and 2012.
IIS 7 and IIS 8.
CRM is a 32-bit application which can run on a 64-bit server. If you are installing on Windows 2008
R2 x64 or on Windows 2012 x64, you need to do the following after the install for all application pools under the DefaultWebSite.
To enable 32 bit ISAPI.dll to run on IIS x64:
1. Click the Application Pools node.
2. Select the AppPool item you want to change.
3. Select Advanced Settings from the Actions panel.
4. On the Advanced Settings dialog box, set Enable 32-bit Applications to True.
5. Click OK.
Note: Oracle 64-bit is supported in a distributed environment only.
CRM Installations on Windows 2008 R2/2012 Servers
If you are installing Sage CRM on Windows 2008 Server R2 and have no database installed, you must install the Microsoft .NET Framework 3.5 Service Pack via the server feature in order for
Microsoft SQL Server Express to install.
To install the .NET Framework 3.5 Service Pack on Windows 2008 Server R2:
1. Select Start | Administrative Tools | Server Manager
2. From the Features Summary panel, select the Add Features option.
3. Select the .NET Framework 3.5.1 Features option.
4. Click Install.
Before installing CRM, ensure that IIS is installed as a Server Role.
To check IIS is installed as a Server Role:
1. Select Start | All Programs | Administrative Tools | Server Manager | Roles.
2. Select Add Roles.The Add Roles Wizard is displayed.
3. Click Next.
4. Select Web Server (IIS).
Then, in the Role Services section of the Add Roles Wizard, make sure that the following role services are selected for your install: l l l l
Application Development | ASP .NET
Application Development | ASP (set Enable Parent Paths to True)
Security | Windows Authentication (if Auto Logon is required)
Management Tools | IIS Management Console and IIS Management Compatibility.
Note: You also need to ensure in IIS that the Anonymous Authentication Credentials are using
Application Pool Identity or are hard-coded with a local administrator account, otherwise you may experience issues when editing CRM System Settings.
Installation and Upgrade Guide 2-5
Chapter 2
CRM Installations on Windows Small Business Server
The following steps are prerequisite to getting Sage CRM running on Small Business Server (SBS)
Premium and SBS Standard:
1. Install CRM.
2. In IIS | Application Pools | Default Application Pool | Advanced Settings | Set Enable 32 Bit
Applications to True.
3. Turn off UAC in the Control Panel | User Accounts.
4. Launch CRM, if you get "Service Unavailable HTTP Error 503. The service is unavailable", change the following line in your application Host.config file, which is located
%windir%\system32\inetsrv\config\: l
From: <add name="PasswordExpiryModule" image="C:\Windows\system32\RpcProxy\RpcProxy.dll" /> l
To: <add name="PasswordExpiryModule" image="C:\Windows\system32\RpcProxy\RpcProxy.dll" preCondition="bitness64"
/>
Note: This step may not be necessary on a clean SBS Standard machine, as the precondition “bitness64” is set by default.
5. Launch CRM.
6. If you get “HTTP Error 500 - Internal Server Error”, run the following command to turn off HTTP compression:
%windir%\system32\inetsrv\appcmd.exe set config section:system.webServer/httpCompression /-[name='xpress']
7. Reset IIS.
8. Launch CRM.
Troubleshooting Windows Small Business Server 2011
Follow these steps if you get one of the following errors, "HTTP Error 500 - Internal Server Error" or
"HTTP Error 503 - Service unavailable":
1. Launch the Event Viewer (eventvwr.msc),
2. Expand Windows Logs and look for errors in Application logs. You might see some errors related to owaauthdll.
3. Change the following line in your application Host.config file, which is located at
%windir%\system32\inetsrv\config\: l
From: <filter name="Exchange OWA Cookie Authentication ISAPI Filter" path="C:\Program Files\Microsoft\Exchange
Server\V14\ClientAccess\owa\auth\owaauth.dll" enabled="true"/> l
To: <filter name="Exchange OWA Cookie Authentication ISAPI Filter" path="C:\Program
Files\Microsoft\Exchange Server\V14\ClientAccess\owa\auth\owaauth.dll" enabled="true" preCondition="bitness64" />
4. Reset IIS and check if your CRM is working fine.
5. If not, fix any other errors you might see in the Event Viewer. Remember to reset IIS after each change. For example, you might need to add preCondition to other .dll files:
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Chapter 2: System Overview l
<add name="kerbauth" image="C:\Program Files\Microsoft\Exchange
Server\V14\Bin\kerbauth.dll" preCondition="bitness64"/> l
<add name="exppw" image="C:\Program Files\Microsoft\Exchange
Server\V14\ClientAccess\Owa\auth\exppw.dll" preCondition="bitness64"
/> l
<add name="SharePoint14Module" image="C:\Program Files\Common
Files\Microsoft Shared\Web Server Extensions\14\isapi\owssvr.dll" preCondition="appPoolName=SharePoint Central Administration v4, bitness64;SBS Sharepoint AppPool" />
Recommendations for Server Hardware
Sage CRM installations comprise of a web / application server that run IIS and Apache Tomcat, and of a database server to store the records. A file share is also required to store library files, although this is generally stored on the web server.
The following sections provide general recommendations for CRM installations, as well as specifications for large CRM installations. These recommendations assume no other software is installed on the servers.Where a customer installation of Sage CRM is running additional software or web applications, the person installing Sage CRM must add the requirements of that additional software to these Sage CRM recommendations.
General Recommendations
l l l l l l l l
For the web server we recommend using disk mirroring (RAID 1). For the database server we strongly recommend using a RAID 10 disk array system. The RAID 10 allows you to swap out a failed drive with minimal disruption to your production environment and improves performance.
Larger sites should consider the use of a fibre channel SAN.
Each site must have adequate backup and recovery capabilities.
We recommend that you use an Uninterruptible Power Supply.
We strongly suggest that you have a "hot stand-by" system that has a backup database. This standby system should have a very similar configuration to the primary production system. The standby system can also be used for development and testing.
The amount of disk space required varies widely based on the number of customer records, archiving plans, and backup policies. The disk space can also vary widely based on the amount of information held for each customer. Therefore, it is important to try to estimate this prior to installation and purchase sufficient disk storage to allow for significant growth in the volume of data.
It is important to keep in mind what type of user will be working with the system. For example, 200 call center users use the system more intensively than 200 sales and marketing users.
The guidelines given below are for call center type users on a non-customized system. Please bear in mind that product customizations can significantly impact the performance of Sage CRM and should be carefully evaluated when specifying hardware.
For older hyper-threading capable CPU’s, hyper-threading should be turned off.
Server Memory
The default setting for the initial database size is 0.5GB (512MB), but this can be changed during the installation process. Database server memory size is critical to performance and should be no less than the anticipated database size after one year plus 1 gigabyte. If you expect the database to be 6 gigabytes after one year plan on a server with at least 8 gigabytes of memory. If this rule of
Installation and Upgrade Guide 2-7
Chapter 2 thumb indicates a server with 4 or more gigabytes of memory you should deploy Windows 2008 R2 or above with 64-bit database software.
The web servers should have at least 8 gigabytes of memory.
Note: Oracle 64 is supported in a distributed environment only.
Installations with Under 50 Users
Servers. You may keep the web server and database server on the same machine provided the database size is less than 2 gigabytes.
Processors. The machine should have 2 quad core processors, but need not be high spec, e.g.
Intel Xeon E5-2643.
Installations with Over 50 Users
Servers. Split the Database server and Web server across two machines.
Processors. The machines should have 2 eight core processors, e.g.Intel Xeon E5-2690 but higher spec processors should be considered to allow for growth in user number.
Installations with Over 200 Users
Processors. The processors in each of the machines must be high specification, for example Intel
Xeon E5-2690.
Installations with Several Hundred Users
Processors. The processors in each of the machines must be high specification, for example Intel
Xeon E5-2690. The database server should be dual eight core, i.e.Intel Xeon E7-2870.
Multi-Server Option. Multi-server CRM should be considered.
Test Servers
It is recommended to have one or more Test Servers to replicate the above. One server is sufficient for this unless bench marking is being run, in which case, you should replicate the server specification and configuration as closely as possible.
Future phases of projects and change requests also need a test environment after the initial "Go
Live" is achieved.
For every third-party server involved in the deployment of CRM, there should also be an equivalent testing server. For example Exchange server, Accounting server.
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Chapter 3: Security Overview
In this chapter you will learn how to: l
Apply user authentication and passwords
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Apply security profiles and territories
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Apply company team restrictions
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Apply principles of a secure installation
.
User Authentication / Password Setup
A user requires a User Name logon ID to access the system. You can also set the minimum length and strength of passwords. These settings can be accessed from Administration | Users |
Security | Policies.
Password Encryption
A user's password is encrypted both within the system and in the database for maximum security.
The System Administrator can change, but not view, a user's existing password.
Password Expiry
The number of days for the password to expire is set within Administration | Users | User
Configuration. When the password is changed, the expiry date is adjusted accordingly. The
Password Never Expires field in the User Details page must be set to False for this setting to take effect.
Security Profiles and Territories
The System Administrator can manage security access rights across the organization by setting up security Profiles and, if required, security Territories.
Profile. A profile is a way of grouping users together when defining access rights (View, Update,
Insert, Delete).
Territory. In addition to basic access rights profiles, you can further divide users rights by territory.
For example, you may want users in the Europe territory to view all Opportunities within the USA territory, but not to be able to update them.
Complex inter-territory security rights and exception handling are also catered for using Advanced
Policies.
Profiles and Territories are set up from Administration | Security, and assigned to users within
Administration | Users.
Please see the Security Management chapter in the System Administrator Guide for more information.
Installation and Upgrade Guide 3-1
Chapter 3
Field Security
The System Administrator can set up field security for the whole CRM system, for individuals, teams, and for security profiles via the Administration | Customization | <Entity> | Fields tab.
For example, it is possible to make a field invisible to some users, allow others to view the contents of the field but not to change them, and to give others both read and write rights. In addition, it is also possible to make it mandatory for the user to enter a value in the field before submitting the form.
For more information on Field Security please refer to the Using Field Security chapter in the
System Administrator Guide .
Access rights set for Everyone, an individual user, and a security profile
Company Team Restrictions
Restrict Sensitive Info
Rights to view the following tabs can be restricted for individual users depending on company team membership. This means that if you have not been assigned to work on an account via the
Company Team tab, you may not view or update information in the following tabs: l l l l l l l l l
Quick Look
Dashboard
Marketing (if available)
Notes
Communications
Opportunities
Cases
Company Team
Documents
The tabs are displayed with "no entry" signs.
Company tabs
If a user selects one of the restricted tabs, a dialog box is displayed to inform the user that they must be on the team to view the information.
These access rights can be set up in the User Details page.
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Chapter 3: Security Overview
If a user searches for a related entity, such as an Opportunity, and they are not on the Company
Team of the associated company, when they click on the hyperlink of the entity in the list, the following message is displayed: "You do not have security rights to view this entity".
Restrict Updates
The Delete and Edit buttons are available on the Company summary page only if the user is on the
Company team.
In addition, rights to update the following tabs can be restricted for individual users depending on company team membership. This means that if you have not been assigned to work on an account via the Company Team tab, you may view, but not update any of the following information related to that account: l l l l l l l
Quick Look
Notes
Communications
Leads
Opportunities
Cases
Documents
Principles of a Secure Installation
Backing up database information is just one element, albeit a critical one, in an overall approach to maintaining a secure and stable CRM installation. By adhering to best practices, administrators can minimize the risks of service interruption and data corruption that can arise from sophisticated deployments.
Server Security
There are many ways to secure the system from unauthorized access: l l l l l
Use NT Challenge/Response to allow access to clients with a valid domain login.
Use SSL Encryption to secure your data sessions with client users.
Use a Firewall to restrict unauthorized access from outside of your network and allow only authorized users through.
Configure the Windows Firewall.
Separate the domain controller server from the CRM application and database servers. In a
Windows Server Systems environment, the Domain Controller (DC) serves as a "gatekeeper" to the domain resources by storing account information, authenticating users, and enforcing security policies. The defences offered by a configured DC are further enhanced by placing it behind a robust firewall.
l l l l l l
Configure security policies on Windows 2008 R2.
Disable or delete unnecessary accounts, ports and services on the server.
Uninstall unnecessary applications.
Configure auditing on the server.
Disable unnecessary share drives.
Configure encryption on Windows 2008 R2 Server.
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Chapter 3 l l l
Install anti-virus software.
Install the latest Windows and Sage CRM patches and hotfixes.
Use the IIS Lockdown and URLScan tools to harden IIS.
You can choose the combination of the above methods that best suit your needs to secure connections to the system.
Database Security
Users do not have direct access to the SQL database. The eWare DLL accesses the database by using a predefined logon. When a user requests data, the eWare DLL connects to the database using MDAC and retrieves the required data.
For more security the eWare DLL can be configured to access SQL using a login with limited access, or access with the appropriate rights to add, change and delete data from every table in the database. Administrators should address the potential of remote users obtaining administrator level access to the system by ensuring appropriate passwords are associated with the "sa" account.
Further measures, specific to the SQL server, include: l l l l l
Install only required components when installing SQL Server.
Run the SQL Server Configuration Manager and SQL Server Surface Area Configuration tools to disable unnecessary features and services.
Periodically assess the server's security using the Microsoft Baseline Security Analyzer (MBSA) and SQL Server Best Practice Analyzer.
Change the default ports associated with the SQL Server installation to put off hackers from port scanning the server.
Remove the BUILTIN/Administrators group from the SQL Server Logins.
If you need to change the logon password:
1. Log onto CRM with System Administrator rights.
2. Select Administration | System | Database. You will now be able to see the logon that the user uses to access the SQL database.
3. Click on the Change button and type in the new password.
4. Select the Save button.
To start SQL Server Enterprise Manager:
1. Go to the appropriate Server registration (that is, the name of your Server) and expand the tree.
Select the Security folder and then Logins.
2. Right-click on the login you want to change and click on Properties to change the password.
3. You will now have to go to the Management folder and right click on SQL Server Agent. Click
Properties and select the Connection tab. Input the new password here.
4. You must now stop and start IIS (Internet Information Services) so as to reinitialize it due to the password change. At the DOS command prompt, type the following:
net stop iisadmin /y net start w3svc net start msftpsvc
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Chapter 3: Security Overview
SSL (Secure Sockets Layer)
Without using a Firewall, IIS can use different methods to secure transmitted and received data.
One of the methods of securing data is by using a SSL server certificate. This ensures that data that has been transmitted and received between the server and the user is encrypted. There are two versions of SSL encryption 40bit and 128bit. At the moment it is possible to crack the 40bit encryption with the right amount of computing power but at today's computing standards it is not possible to crack 128bit. SSL cannot protect your server from unauthorized access; it can only encrypt sessions between the server and a user.
An SSL certificate can be imported into IIS to create a secure connection between CRM and its users. When a client logs onto CRM, the SSL certificate is downloaded and the data sent to and from the client is encrypted. Using this method, anybody can log on and download the SSL certificate. To be more secure, IIS can be configured to only allow clients with a SSL certificate installed on their machine and deny anybody without the appropriate certificate. Also, IIS can use
Windows NT Challenge/Response, which basically requests a user to login using a valid user name and password for that domain, before giving them access to any data.
Firewalls
If you plan to let users access the system remotely, the best way that you can protect your network from the Internet is to install a Firewall. This will ensure that only authorized traffic accesses your
CRM database, and protects your server from unauthorized users. By using a Firewall you can configure rules to only allow certain traffic through and to only allow traffic originating from a specific source. By doing this you can ensure that your server is protected from Internet attacks. You can also install a Firewall in all of your remote sites and set up Virtual Private Networks (VPNs) to increase the security of data being sent. Also, mobile users can be set up as mobile firewall users so they can access the VPN and transmit and receive data securely.
Application Security
When a user wants to gain access to the system he or she must be assigned a valid user name and password within CRM by the System Administrator. Within the system each user can be assigned different levels of access security depending on their job role (for example, IT, Accounts). To increase security all users should be advised to use an alphanumeric password of no less than 6 characters.The more secure HTTPS protocol protects data from unauthorized access through the use of an encrypted SSL. When IIS uses SSL encryption CRM is aware of this and when the client attaches any documents to a form in CRM, it sends it through the encrypted session.
Up-to-date software
Regular installation of software such as Windows Updates and the slipstreaming of software patches minimize software security vulnerability. Recognized anti-virus software is also a necessary tool for any network system.
Performing backups
Scheduled and manual backups form a critical part of securing your Sage CRM installation. As well as backing up the database, a regular procedure for backing up the Registry and Program Files should also be put in place and repeated, in particular prior to major customization work or upgrades.
Installation and Upgrade Guide 3-5
Chapter 4: Installation
In this chapter you will learn how to: l
Prepare to install the software
.
l
.
l
Use the License Key Update application
.
l
Install CRM for an Oracle database
l
Install Changes for Version 7.2
l
.
Prerequisites
To install CRM you need: l
The software described in
. CRM connects to the database using
Microsoft Data Access Components (MDAC). If your system does not support MDAC, or the latest version, it is installed as part of setup.
l l l l
The latest version of the Java Runtime Environment (JRE) installed on the server side. Note: Sage
CRM 7.2 installs its own instance of JRE. By default, if you do not specify an installation folder for the Sage CRM install, the new JRE folder will be here: ..:\Program Files (x86)
\Sage\CRM\Services\JRE7
If you are installing a trial version of CRM, you must have at least IIS 7 installed. An evaluation version of SQL Server is installed during the setup if it does not already exist.
A valid license key. The license key takes into account your company name. Care must be taken during the installation to enter this information exactly as instructed by the vendor.
The CRM CD or Install Download. The install includes a setup utility that you can use to install
CRM, documentation in PDF format, and a Microsoft SQL Server evaluation install.
Note: During installation, CRM will access and update your registry and install software.
Running the Setup Program
The process for installing CRM differs depending on whether a CRM installation already exists on the server or if this is the first CRM installation. Both procedures are described below.
Note: It is recommended that when installing Sage CRM, a dedicated SQL Server user for CRM should be used (i.e. not the "sa" user). Alternatively, ensure there is a back-up user with the same privileges as "sa" in SQL Server. Both of these measures will prevent access issues if the "sa" user gets locked out of CRM.
Installing CRM for the First Time
To install CRM if no other CRM installs exist on the server:
1. Run the SETUP.EXE from the CD or from the location where you copied and saved the install. The first Sage CRM install page is displayed. This page is localized for your country, however, the
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Chapter 4 options available normally include at least one type of Sage CRM install option and the ability to view the Sage CRM documentation.
2. Select one of the options to install Sage CRM.
3. At the first Sage CRM Install Shield Wizard page, select Next to continue.
4. Review the Software License Agreement. If you accept all of its terms, select the I Accept The
Terms Of The License Agreement option and click Next; otherwise select the I Do Not Accept ...
option and Cancel to end the installation.
5. If you select I Accept, the User Details dialog box is displayed.
User Details dialog box
6. Type your name in the Name field, your company name in the Company field, and your license key in the License field. The company name and license key must be typed in exactly the same way as provided to you by the vendor.
7. Select Next. The Database Selection dialog box is displayed.
8. Choose either Existing Microsoft SQL Server or Install Microsoft SQL Server Express and select Next.
If you select the Existing Microsoft SQL Server option, the Installation Name dialog box is displayed. The SQL server needs to have a case insensitive collation. Binary or casesensitive collations are not supported. The default SQL Server port is 1433.
If you select the Install Microsoft SQL Server Express option, you will be prompted to install the software. For more information on installing Microsoft SQL Server Express on
Windows Server 2008 R2, please refer to
CRM Installations on Windows 2008 R2/2012
. Note: The sa password for the SQL Server 2008 R2 Express install is
"SageCRM72", and the instance name is "crmsqlexpress". The SQL Server Express port will be chosen automatically.
9. Type the installation name. It is recommended that you use the default installation name, CRM. If you enter an alternative name, please make sure there are no spaces in the name.
10. Select Next. The Choose Destination Location dialog box is displayed.
11. Set the default location for the CRM program files. IIS looks in this location for the CRM home page.
Note: Including extended characters in the installation path or folder is not supported. If you wish to include such characters, you will need to implement a workaround. A suggested workaround is to run Tomcat as a service using the .NET tool RunAsService. This is an open source tool (http://runasservice.sourceforge.net) which registers a .NET Windows service that is configured to run any executable.
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12. Select Next. The Database Server Login dialog box is displayed.
13. Confirm your server name and your SQL Server user ID, and enter the password for this user ID.
Note: The Window Authentication option is not available during an install or upgrade.
14. Enter the initial size you want the Sage CRM database to be, for example: 1024 (for 1GB), 2048 (for
2GB), 4120 (for 5GB), 10240 (for 10GB). The default size is 512MB (0.5GB). You must enter an integer (no decimals), and the minimum you can enter is 50. This field has no upper limit validation, but the entry should accurately reflect your database and disk space limitations. Select Next to continue. The Select Setup Type dialog box is displayed.
15. Decide whether or not to include demonstration data in your installation, then select the Next button to continue. The Default Currency dialog box is displayed. Including demonstration data means that you get sample companies, leads, opportunities, cases, solutions, communications, people, territories, users, campaigns, and workflows. If you do not select demonstration data, you get sample workflows, but no other sample data.
16. Select a default currency from the list.
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If your default currency is not displayed on the list, click on the New button. The following dialog box is displayed:
Currency dialog box l l
Add the currency name, for example Norwegian Krone, and internationally recognized code, for example NOK, and click the OK button. The new currency is displayed in the list.
The default currency is displayed in a read-only format against all currency type fields in
CRM. If your implementation deals with multiple currencies, this forms the Base Currency against which all other currencies are calculated.
17. Select Next. The HTTP Protocol And Proxy Settings dialog box is displayed. If you are using the
HTTPS protocol or use a proxy server for Internet access, select the Use Https or Use Proxy setting, and select Next to continue. If you select the Use Proxy setting, you will be prompted to enter your proxy address, port number, and authentication details if required.
18. Review the current settings, and select Next to continue. The CRM installation begins. Messages inform you of the progress. When the installation is complete, the Registration dialog box is displayed. All fields on the Registration dialog are required.
19. Complete all fields on the Registration page.
20. Select Next. The registration details are sent to the Sage CRM registration server as a background process. If this is not successful, the registration can be completed manually from within Sage
CRM in Administration | System | License Key Details.
21. Select Finish to complete the installation process. The Readme file and the Logon page are displayed.
Installing CRM when a Version is Already Installed
To install CRM when one or more installs already exist on the server:
1. Follow Steps 1 to 4 in the installation procedure described in
Installing CRM for the First Time
, and select Yes to accept the licensing agreement. You are prompted to select an installation type.
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Dialog box listing installation types
2. The option you select determines the next part of the installation procedure. A description of each installation option and the steps you need to follow having chosen an option are described below.
New Install: This creates a completely new CRM installation on the server. If you select this option, follow the steps below to proceed with the installation: l
Complete Steps 5 through 21 in the previous section. Please refer to
.
Upgrade Previous Version of CRM: This option allows you to upgrade from version 7.1
SP1 or SP2. To upgrade from 7.0, you must first upgrade to 7.1 using the 7.1 SP1 install.
Versions older than 7.0 are not supported. As with all upgrades, it is recommended that you make a full backup of your data prior to upgrading.
For more information about upgrading from a previous version of CRM, please refer to
Running the Upgrade Install Shield (page 9-2) .
Change Existing Install of CRM: This option enables you to change specific components in CRM without the need to do a full upgrade. Components you can reinstall using this option are the Database, Registry, Program Files, IIS Aliases, and License Key. The ability to change the license key means that you can easily "add on" CRM features that were not purchased as part of the original license, or you can increase the number of licensed users.
Note: You can also use the License Key Update application as an alternative way to update your install if the only change you need to make is to the license key. Please refer to
Using the License Key Update Application (page 4-5)
for more information.
If you select the Change Existing Install of CRM option, follow the steps below to proceed with the installation: l l
The next step depends on how many CRM install exist on the server. If there is one installation, you are brought directly to the Reinstall Options dialog box. If there is more than one installation, select the CRM install you want to upgrade. When you do this, you are brought directly to the Reinstall Options dialog box.
Select the components you want to reinstall from the Reinstall Options dialog box, and select Next. You are prompted to backup components that will be affected. It is recommended that you perform the backups before you proceed. The outcome is slightly different if you select the License Key option. When you do this, you are prompted to enter the new license key. Then, the New CRM Features dialog box is displayed. Any differences between your previous license and the new one are listed here.
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If there any configurable options, you will be prompted to change them now. For example, if you have chosen to update the CTI component, you will be prompted to enter information about your current location. Click Next and the install will proceed automatically.
Complete Reinstall: This option enables you to reinstall an existing CRM installation. Note:
The existing installation is completely overwritten when you select this option.
If you select the Complete Reinstall option, follow the steps below to proceed with the installation: l l
The next step depends on how many CRM installs exist on the server. If there is one installation, you are brought directly to the Select Setup Type dialog box. If there is more than one installation, select the one you want to reinstall. When you do this, you are brought to the Select Setup Type dialog box.
Complete Steps 12 through 21 in the previous section. Please refer to
to complete the installation.
Using the License Key Update Application
The License Key Update application can be used as an alternative to selecting the Change Existing
Install Of CRM option in the CRM install shield, if the only change you want to make is to the license key.
To run the license key update application:
1. Navigate to your install location, and select the License Update folder:
..\Program Files(x86)\Sage\CRM\[install name]\License Update
2. Launch LICENSEKEYUPDATE.EXE.
3. Enter the new license key.
4. Click Next and complete the wizard steps.
The License Key Update application is also available with the CRM install files in:
..\Sage\CRM\Utils\EN\License Update
Installing CRM for an Oracle Database
When installing CRM for an Oracle database, there are a number of important configuration tasks that need to be carried out to ensure that Oracle can communicate with the CRM UTF-8 (Unicode) database.
Note: Oracle’s UTF8 character set, available since version 8.0 of the DBMS, is actually not UTF-8 but an implementation of CESU-8. The character set AL32UTF8, introduced by Oracle in version
9.0, is UTF-8 compliant. Oracle recommends that you use AL32UTF8 for UTF-8 compliance.
Please see Oracle's web site for more information.
These include: l l
Ensuring that the Oracle database is configured as a UTF-8 database.
Ensuring that CRM is installed with the correct Oracle settings.
A number of steps need to be taken during a CRM for Oracle installation.
To start the CRM for Oracle installation:
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1. Begin the installation in the normal way, and follow the steps described in
until the Database Selection dialog box is displayed.
2. When the Database Selection dialog box is displayed, choose Oracle, and select Next. The Oracle
Information dialog box is displayed. The table at the end of this section describes the Oracle database setup fields. The Oracle DB Name is made up of: [machine name] + [domain name].
Field Description
Oracle Service Name The name of your Oracle service.
TNS Service Name The name of the service establishing the connection between the client and the server.
System User Name The name of the Oracle system administrator.
System Password The password of the Oracle system administrator.
CRM User Name
CRM Password
Database Server
TableSpace Size
(MB)
TableSpace Name
TableSpace Path
The name of the CRM user with system administrator privileges.
The password of the CRM system administrator.
The name of the database server.
The size of the Oracle database.
The name of the Oracle database.
The location of the Oracle database.
Notes on the information entered in the Oracle information dialog box: l l
The setup program uses this information to create the database for CRM.
The TNS Service name can be found in tnsnames.ora, under the line SERVICE_NAME.
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The System User Name and Password are needed to create the Oracle Table Space and
CRM user name specified. If the wrong information is entered here, the setup will fail.
Once the installation process is successfully completed, you are given the option to launch
CRM straight away. A program group is also added to the start menu.
3. Once you have completed the information on the Oracle Information dialog box, select Next.
Continue with the installation, and refer to
Running the Setup Program (page 4-1)
for the next steps.
Note: If you encounter the following error message during the CRM installation (or during an upgrade or reinstall), "Database in use, please drop the database first locally from the database server", you need to log onto the database server and drop the database to complete the installation.
Install Changes for Version 7.2
There are a number of changes to the installation in version 7.2 to be aware of. Please note that modification of CRM's Tomcat installation is not supported. In particular, installation of 3rd party or bespoke applications into Tomcat or modifications of Tomcat configuration files, unless specifically requested by Sage Level 3 Support or a Sage Operating Company.
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Registration Process
There is a new step at the end of the CRM installation process to register your CRM system. The registration details are sent to the Sage CRM registration server as a background process. If this is not successful, the registration can be completed manually from within Sage CRM in
Administration | System | License Key Details. A blue banner is displayed in Sage CRM until the product is registered.
A blue banner with the following message is displayed if the same license key is registered more than three times:
"Licence count has exceeded its installation limit. Please contact your Business Partner"
Improved User Interface
In 7.1 the HTML pages of Sage CRM were designed using framesets. These have been removed and replaced by divs, using CSS stylesheets.
This removal supports the evolution of a simpler interface, which is easier to control through CSS and styles. It also makes it easier to use customizations of Sage CRM across multiple devices.
As with any upgrade, customizations, components and 3rd party integrations should be carefully checked during a test upgrade to 7.2.
The impact of the frameset removal for the end user is minimal. The two main differences are: l l
The CRM forward and back buttons have been replaced by support of the web browsers' forward and back buttons.
CTI screens are displayed in pop-ups instead of frames.
Java Runtime Environment (JRE)
In version 7.1, Sage CRM worked with any update of Java after update 26. This has changed for version 7.2. During the installation process, the Sage CRM software will add its own instance of
JRE.
This new folder will be in the CRM services directory. If you did not specify a folder for the Sage
CRM install, then it will be in:
...\Program Files(x86)\Sage\CRM\Services\JRE7
The benefit is that the Sage CRM JRE instance will not be by affected by updates made to the server's default JRE. This removes the risk of compatibility loss, and the disruption of features such as the Dashboard or Export functionality.
Apache Tomcat
A Tomcat service is installed with each instance of version 7.2. The Tomcat files for each install are in:
..Program Files(x86)\Sage\CRM\[installname]\tomcat
Each Tomcat server requires its own port. The IIS-Tomcat proxy anchors on the following port info matching in:
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..\Program Files(x86)\Sage\CRM\[installname]\tomcat\ conf\server.xml
<Connector port="16009" protocol="HTTP/1.1" redirectPort="8443" />
Tomcat works with either 32 bit or 64 bit servers.
Note: If you use a 64-bit server, the initial memory used to load memory on start up will almost double. This is because, within a 64 bit environment, all the metadata strings in memory will be twice the size. But the amount of memory used to actually run the application, execute threads etc.
should not change.
Apache Tomcat Redirector
Sage CRM 7.2 uses Apache Tomcat v7. An Apache Tomcat redirector is installed to accommodate the Interactive Dashboard and SData features. Common files for the redirector are installed in:
..\Program Files(x86)\Sage\CRM\Services\IISUtils
All rules are contained in the CRM.REWRITER.RULES file located in:
..\Program Files(x86)\Sage\CRM\Services\IISUtils\CRMRewriter
The basic function of the redirector is to remove the SData part of any incoming URL.
The Redirector in Sage CRM 7.2 uses the Application Request Routing (ARR) extension module to handle SData requests and HTTP Rewrites. ARR is configured in the IIS Manager once Sage CRM
7.2 is installed.
ARR is a proxy-based routing module that relies on the URL Rewrite module to inspect incoming
HTTP requests, and then make routing decisions. Therefore, the URL Rewrite module is required to enable ARR features. The URL Rewrite module can be found in the IIS Manager.
Checking Tomcat Settings
To check that Tomcat is working properly, you can enter the following URL into your browser: http://[servername]:[Tomcat Port number]/[installname]j/sagecrm/-/$schema
You can find the Tomcat port number in the server.xml file located in:
..\Program Files\Sage\CRM\[installname]\tomcat\conf
To check that the IIS rewrite rules are working, enter the following URL into your browser: http://[servername]/sdata/[installname]j/sagecrm/-/$schema
Checking that the Rewriter is available
The following test will help you determine if the SData application under IIS is working:
In a web browser, type in: http://[servername]/sdata/[installname]j e.g. http://stl00458/sdata/crm72j/
The message "Connection Successful"is displayed on the screen.
Checking if the Rewriter is redirecting
Go to:
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If this returns an XML page, then the Rewriter is properly redirecting HTTP requests.
New Folders in WWWRoot
The following folders have been added to the WWWRoot folder: l
..\Program Files(x86)\Sage\CRM\[installname]\WWWRoot\js\
The Js folder contains JavaScript files from CRM or from custom folders. Javascript files are now handled and deployed by the server to the client. Please refer to the Advanced Screen
Customization chapter in the System Administrator Guide for more information on how to take advantage of this for client-side scripting.
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..\Program Files(x86)\Sage\CRM\[installname]\WWWRoot\FusionCharts\
This folder provides a new Fusion Widgets library. Fusion Widgets allow developers to create custom charts and elements for data visualization.Detailed documentation on FusionCharts
Widgets is available at
http://docs.fusioncharts.com/widgets
.
Note: It is important not to change any configuration files or folders unless instructed to do so.
Solo End of Life and use of SQL Identities
Solo was the Sage CRM disconnected solution for distributed remote clients. This is no longer supported in 7.2. If you are currently working with Solo and considering upgrading to 7.2, please refer to
Upgrading from a version using Solo (page 7-2)
for more information.
One of the advantages for all new SQL Server installations of removing Solo, is a change in the way in which unique identifiers for records in Sage CRM are generated. New installs of Sage CRM 7.2
on SQL Server use SQL Identities.This should create significant performance improvements.
For systems that are upgraded from Sage CRM 7.1 to Sage CRM 7.2, the stored procedure,eware_
get_identity_id, is modified and will continue to be used to maintain primary key integrity.
There are no changes for Sage CRM 7.2 installed on Oracle. There is no equivalent stored procedure in Oracle. Sequences will continue to be used to control the identities.
If you carried out advanced customization on earlier versions of Sage CRM, you may have worked with tables such as rep_ranges, rep_deletes and rep_conflicts. These tables, along with
soloprofileoptions and clientrangesrequired and their associated views, are no longer used.
Uninstalling CRM
You can remove CRM using the CRM Uninstall Shield, or you can remove it manually.
Running the Uninstall Shield
To Uninstall CRM using the Uninstall Shield in Windows 7:
1. Select Start | Control Panel, and select Uninstall a Program.
2. Click on Sage CRM and click the Uninstall button.
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3. When the CRM Uninstall dialog box is displayed, select Next. The Database Login Details dialog box is displayed.
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If you have more than one CRM installation, select the installation you want to remove from the Uninstall list and select Next. Note that this dialog box is not displayed if you have a single CRM installation.
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If the installation is a Self Service or Multi-server CRM install, a dialog box is displayed to ask you if you are sure you want to remove the database (in the case of Multi-server CRM) or the Self Service installation and Web site (in the case of Self Service). Select Yes to continue.
4. Confirm your server name and your SQL Server user ID, and enter the password for this user ID.
Select Next to continue.
5. Select Yes to confirm that you want to uninstall all of the CRM components listed. When the uninstall is complete, a dialog box is displayed.
6. Select the View Uninstall Log File check box if you want to view logging information and click
Finish. The log file is displayed. If you need to delete any files manually, details are specified in the log.
Uninstalling Manually
Note that the steps listed below are based on an installation of CRM that uses the default installation name, CRM. If you used a different installation name, use it in place of CRM. You will also need to specify your drive name.
To uninstall CRM Manually:
1. Remove all CRM services (Escalation, Integration, E-mail Manager, Indexer). This can be done from a command prompt, for example:
..\Program Files(x86)\Sage\CRM\Services>crmindexerservice.exe /U
The Apache Tomcat service can be removed from a command prompt:
..\Program Files(x86)\Sage\CRM\[install name]\tomcat\bin>service.bat remove [install
name]Tomcat7
2. Unregister the DLL: l
Select Start | Run and type: regsvr32 "..\Program Files(x86)
\Sage\CRM\CRM\WWWRoot\eware.dll" /u
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Note: Enclosing the path in quotation marks allows for the space between Program and
Files.
When the RegSvr32 dialog box is displayed, click Yes to confirm that you want the eWare.dll unregistered.
3. Select Start | Control Panel | Administrative Tools | Internet Information Services and remove the CRM entry located on the Default Web Site tree on the left-hand pane. Note: In Windows 7, you must select Start | Control Panel | All Control Panel Items | Administrative Tools | Internet
Information Services (IIS) Manager.
4. Open Start | Programs | Microsoft SQL Server | Enterprise Manager and, on the left-hand pane, expand the Databases tree to locate the CRM database. Then, right-click on the CRM database and select Delete to remove it.
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5. Remove the registry entries: l
Select Start | Run, type Regedit, and select the OK button.
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If you only have one CRM installation on your machine, expand HKEY_LOCAL_
MACHINE/SOFTWARE/ and delete the eWare folder by right-clicking and selecting Delete.
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If you have multiple CRM installations, expand HKEY_LOCAL_
MACHINE/SOFTWARE/eWare/Config and delete the appropriate key from this location.
Expand HKEY_LOCAL_MACHINE/SOFTWARE/eWare/Mapping and delete the appropriate key from this location.
6. Delete the CRM installation directory: l
Stop the Web service by selecting Start | Run and typing net stop iisadmin /y. Note: you can access the Run command in Windows 7 by pressing the Windows logo key + R.
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Click the OK button.
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Once the service has stopped, from Windows Explorer, go to ... \Program
Files\Sage\CRM\CRM and delete the CRM folder, that is, the folder containing the CRM installation files.
From Windows Explorer delete the eware.cpl file, which is located on C:\winnt\system32 if
WINNT is your system directory.
7. Reboot your computer. When you do this, all Sage CRM components are removed from memory.
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Chapter 5: Server Administration
In this chapter you will learn how to: l
Schedule a backup of the CRM database
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Restore a backup of the CRM database
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Set up a database maintenance plan
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Understand when to perform manual backups
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Scheduling Backup of the CRM Database
This section takes you through a sample backup procedure for the CRM database using SQL
Server. For the latest backup procedures for SQL Server, or if you are using another database, we recommend you refer to the manufacturer's Web site (for example, the Oracle Technology Web site for Oracle databases) and documentation.
1. Either through direct access to the Server machine, or via any local machine with SQL installed, open SQL Enterprise Manager and connect to the server machine. A list of all the databases stored on the server is displayed.
2. Select the CRM database by clicking on its name. A summary screen is displayed.
3. One of the options is Backup Database. Select this to create a backup job. Alternatively, you can select the Tools menu and choose the Backup Database option. A dialog box is displayed allowing you to specify the type and destination for the backup. Unless you have any valid reason to change these settings, you should use a complete database backup to Disk.
4. In the destination area, choose Disk and then click the Add button. This will bring up an additional dialog box asking for the destination directory to store the backup files. This defaults to the backup directory within your SQL installation (for example, C:\MSSQL\BACKUP), although you may wish to specify an alternative directory.
5. Once you have correctly specified both the type and destination of the backup job, you can click on the Schedule option at the end of the SQL Server Backup window.
The Schedule Task dialog box allows you to specify a schedule by which this backup task will run. Ideally, having it run every night should be sufficient.
Once the schedule and the backup job have been specified and saved, your database will be backed up to files every night. However, you should include these files on any server backup procedures you may have, like storage to a tape drive or remote disk.
Restoration of a Backup of the CRM Database
To restore a CRM database that has been backed up using the method previously discussed, you follow more or less the same procedure.
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1. Open SQL Enterprise Manager and connect to the SQL Server on which your CRM database is stored.
2. Click on the database you wish to restore and then choose Restore Database in the same summary screen you chose Backup from. However, if the database does not exist in the first place, you need to select the Tools menu and choose Restore Database. The Restore Database dialog box which appears will default to restore from a database. You should change the setting to
Restore from Device.
3. Then, using the Select Devices button, you specify the directory that you specified during the backup procedure. The database will then be restored from files onto your SQL Server.
Setting up a Database Maintenance Plan
It is strongly recommended that you set up a database maintenance plan as part of your CRM
Server Administration. This section takes you through a sample plan for a SQL Server install. For detailed information on setting up the tasks and plan for SQL Server (or to implement an equivalent plan for Oracle), please refer to the manufacturer’s web site.
To set up a new database maintenance plan for SQL Server:
1. Open Microsoft SQL Server Management Studio.
2. Expand the Management folder in the Object Explorer.
3. Right click Maintenance Plans, and select Maintenance Plan Wizard.
4. Follow the steps in the Wizard until all the tasks have been defined.
The table below provides you with an example of tasks to implement as part of your database maintenance plan.
Task
Database consistency check
Shrink database
Reorganize indexes
Rebuild indexes
Update statistics
Database backup – Full
Database backup – Differential
Database backup – Transaction log
Maintenance clean-up
Hourly
P
Nightly
P
P
Pµµ
Weekly
P
P
P
Monthly
Pµ
P
*Or longer – Regularly shrinking a database will fragment the drive it is running on, which in turn will reduce performance. If the database and transactional log file backups are carried out, the Shrink
Database task may not be required.
** Except the night that the full database backup is run.
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Why Perform Manual Backups?
Performing a manual backup is recommended before any customization work is implemented in a live environment.
When performing an upgrade, you are offered the option to have the system make an automatic backup of the database and registry. However, it is recommended that you also perform manual backups of the database, registry, and program files before beginning any work on an upgrade.
A manual backup is important because it allows you to: l l
Preserve a complete set of system, database, and registry files that can be stored completely independently of the upgrade environment, thus providing added security against data loss during the upgrade procedure.
Restore the customer’s environment in-house, allowing you to create a mirror image of the customer’s existing CRM environment. You can then carry out the upgrade procedure and post upgrade testing in-house, or on a test server at the customer site.
Backing up the Database
To back up the CRM database manually:
1. Decide on a location in which to save your backup files and ensure that you have sufficient space to do so.
2. Open the Database Administration tool, for example, SQL 2008 R2 Management Studio, and back up the database from there.
3. Save the restored database files to the backup folder.
4. Zip up the database backup files to save space.
5. Delete the unzipped database backup file.
Note: If you experience any difficulties when backing up the database, you should contact the IT
Administrator at the customer site.
Backing up the Registry
To back up the registry manually:
1. Decide on a location in which to save your backup files and ensure that you have sufficient space to do so.
2. From the desktop on the Web Server, open Start | Run, and type Regedit in the Run dialog box.
3. Click OK. The Registry Editor is opened.
4. Navigate to HKEY_LOCAL_MACHINE\SOFTWARE\eWare\Config\<Install Name>
5. Select File | Export. The Export Registry File dialog box is displayed.
6. Type a file name in the File Name field and browse to your backup location.
7. Select the Save button.
8. In the Registry Editor, navigate to HKEY_LOCAL_MACHINE\SOFTWARE\eWare\Mappings.
9. Select the file that corresponds to the install you are upgrading.
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10. Select File | Export. The Export Registry File dialog box is displayed.
11. Type a file name in the File Name field and browse to your backup location.
12. Select the Save button.
Backing Up Program Files
To back up Sage CRM program files manually:
1. Decide on a location in which to save your backup files and ensure that you have sufficient space to do so.
2. Browse to the Sage CRM install files. By default, the files are installed to ..\Program Files(x86)
\Sage\CRM\[install name].
3. Create a zip file containing the install name folder and all sub-folders.
4. Save the zip file to your backup location.
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Chapter 6: Multi-server CRM
In this chapter you will learn how to: l
.
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Change multi-server CRM configuration settings
.
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Understand how multi-server CRM performs load balancing
.
Installing Multi-server CRM
Sage CRM can be implemented in a fully distributed environment, where a single database is accessible through multiple servers. The main benefit of the Multi-server CRM solution is enhanced performance due to efficient load balancing. The load balancing can be performed by CRM or by a dedicated load balancing application.
Prerequisites
To install Multi-server CRM you need: l l
To decide on which servers in the cluster you want to install the CRM application on. You also need to decide what database server the database is to be created on. In a typical multi-server
CRM environment, CRM install files will be created on the Web/Application servers and the database will reside on a separate, dedicated database server.
To decide on which servers in the cluster you want CRM Services such as the Indexer, Escalation, and E-mail Manager to run. They only have to be installed once. The services are usually run on the first ("primary") web server, but in a multi-server CRM environment they can split across other application servers in your cluster, for example: l
Application server 1 (primary web server) - Email manager l l
Application server 2 - Indexer service
Application server 3 - Escalation service l
A valid license that includes Multi-server CRM. Your license key can be used on all of the servers in the cluster you are about to set up.
Installation
To install Multi-server CRM, first install CRM on the first or primary web server. This first install should also install the CRM database to the database server. Subsequently you can install CRM on the other web servers in the cluster. The database will not be installed for those installations as the
CRM database only needs to be installed once during the multi-server CRM installation. In multiserver environments, only one single Replication Engine instance should be installed on the first server in a group.
To accommodate the Interactive Dashboard and SData features, a Tomcat service is installed on the web server. In a multi-server CRM environment, the Tomcat service is installed on each web server in the cluster. The Tomcat files are in:
..Program Files(x86)\Sage\CRM\[installname]\tomcat
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If changes are made to custom tables on the database, the Tomcat service on each web server will reload its metadata (so will the EWARE.DLL on each web server).
Note: You need to make sure that the database server has enough concurrent connections to reload the sum of one DLL per web server plus one Tomcat database connection pool per web server.
To install CRM on the server on which the database will reside:
1. Follow the instructions on the setup screen as you would for a typical CRM installation.
2. Take a note of the installation name you specify in the Installation name dialog box. This name is required when you are installing the other servers in the Multi-server CRM environment.
3. The database will be automatically installed on the server as it would be in a normal CRM installation.
To install the other CRM servers:
1. Follow the instructions on the setup screen as you would for a typical CRM installation. You will not have to register these other CRM servers
2. Ensure that the name you enter in the Installation name dialog box is the installation name you specified during the original CRM installation. You took a note of this name in Step 2 above.
3. Check the location in the Choose Destination dialog box, and select Next.
4. Next change the name in the Database Server field to the server on which the CRM database was installed previously.
5. When the next dialog box is displayed, select No so that the database is not installed on this server.
6. Install all of the other servers in the same way.
Note: For the Document Library feature to work correctly in multi-server environments, a shared
UNC network path with the appropriate access rights to the Library folder is required. This is defined in Administration | E-mail and Documents | Documents & Reports Configuration | Physical
Root Directory For Mail Merged Documents and Default Document Templates Location For Mail
Merge.
Multi-server CRM Configuration Settings
Database configuration settings are set up automatically when you install Multi-server CRM.
To view Multi-server CRM configuration settings for the server on which the database is installed:
1. Open Administration | System | Database.
2. Select the Change button. The Database settings page is displayed in edit mode. There are three new fields on the page for Multi-server CRM—CRM Server Names, Do Load Balancing, and DTLS
Server Name.
The following table describes the Multi-server CRM fields on the Database settings page.
Field Description
CRM
Server
Names
The names of all the CRM Servers in the cluster separated by semi colons.
Do Load
Balancing
Set to True to ensure that load balancing is performed by CRM. If you want to use a specialized application to perform the load balancing, set the option
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Field
DTLS
Server
Name
Fully qualified
CRM
Web
Server
Names
Description
to False.
Delayed Table Level Script server name. That is, the name of the server that you want all Table Level Scripts performed on.
Note: If this server is an HTTPS server, then the server name needs to be the same as the one specified on the server's SSL certificate.
The complete domain name for CRM Web Servers, consisting of the hostname and the domain name. For example, a fully qualified domain name for a mail server might be mymail.sage.com. In this example, the hostname is “mymail”, and the host is located within the domain
“sage.com”.
Note: If any of these servers require HTTPS, then the server name needs to be the same as the one specified on the server's SSL certificate.
When all the servers are set up, you will notice that the entry in the Default database field is the same on each of the CRM servers in the Multi-server CRM environment. This is the name of the original CRM installation—the database to which all the servers will connect.
Making Changes on a CRM Server
Once Multi-server CRM is set up, any changes you make on any CRM server are reflected on all of the other CRM servers in the cluster. Metadata is refreshed on all the servers if any customization is carried out.
If an IIS reset or a recycle of the application pool is performed on the servers in the cluster, you must log on each server in the cluster manually in order for load balancing to operate normally.
Load Balancing
When a user attempts to log onto CRM in a Multi-server CRM environment that is configured for load balancing:
1. The List of all available servers is obtained from the custom_sysparams table.
2. The number of users logged onto each server is calculated, and the name of the server with the lowest number of logged on users is obtained.
3. The CRM Logon page is submitted to the server with the lowest number of logged on users.
4. Once the user has been logged on, the name of the server that the user has been logged onto can be seen in the URL.
Load Balancing Example
This example illustrates what happens when four users attempt to log onto CRM in a Multi-server
CRM environment.
Note the following regarding the CRM system depicted below:
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Load balancing has been configured.
There is a cluster of three servers, Server 1, Server 2 and Server 3.
The CRM database resides on Server 2.
Each server can access the CRM Database.
User 1 logs on from Client 1, then User 2 logs on from Client 2, then User 3 logs on from Client 1, and then User 4 logs on from Client 3.
Users are logged onto the database as follows, see the diagram below for an illustration:
1. User 1 and User 4 are logged onto the CRM Database by Server 1.
2. User 2 is logged onto the CRM Database by Server 2.
3. User 3 is logged onto the CRM Database by Server 3.
Load Balancing in a Multi-server CRM system
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Chapter 7: Introduction to Upgrading
In this chapter you will learn how to: l
l
Prepare for an Upgrade from a Solo system
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l
Follow a structured approach for upgrading
Preparing for an Upgrade
This guide can be used when performing an upgrade from Sage CRM version 7.1 SP1/SP2 to version 7.2.
If you are upgrading from CRM 7.0 or 7.1 to 7.2 it is recommended to upgrade to 7.1 SP1 or 7.1 SP2 and log on to the CRM system before upgrading to 7.2.
Note: It is possible to upgrade directly from 7.1 to 7.2, however, it is still recommended practice to upgrade to 7.2 via 7.1 SP1 or SP2.
Before beginning an upgrade, you should note the following: l l l l l
When upgrading to version 7.2, users require a 7.2 license key for the new version.
This guide can be used with all types of upgrades, including Sage CRM with non-standard functionality, such as the Extensibility Module. If you are upgrading from a Sage CRM system using
Solo, which is no longer supported, please read
Upgrading from a version using Solo (page 7-2)
first.
This guide can be used when upgrading CRM with all database types. For information on backing up and restoring specific database types, please consult the IT Administrator at the customer site, or the relevant database documentation.
Depending on factors such as the size of an existing installation, the number of existing customizations, and the number of users, a Sage Business Partner may sometimes be directly involved with some aspect of an upgrade at a customer site. Such consultancy is billable and may include tasks such as running a trial upgrade, running a live upgrade, post-upgrade testing, and
Administrator or User training on the upgraded software.
Indexes or statistics are not removed from databases during upgrade. If a database column has a statistic or index on it, it may cause an error in Sage CRM during the upgrade process. It is important that any of these errors are recorded and rectified to ensure Sage CRM is upgraded completely and successfully. Automatically created indexes or statistics names would begin with "_ dta_index_" or "_dta_stat_", respectively, and any that are causing problems can be safely deleted in order to upgrade successfully. If you delete any problematic indexes or statistics, it is recommended that you run a database optimization process (for example, the MSSQL Database
Tuning Advisor) after the install.
l
Version 7.1 SP1/SP2 shipped with demo interactive dashboards and demo gadgets. These demo gadgets rely on specific data sources being present in the CRM install in order to display. If these data sources have been removed or have been heavily customized prior to the upgrade then these gadgets may not display correctly when viewed in 7.2 after upgrading. In addition, users must be given access to Enterprise Reports (in Administration | Users) to be able to view data on gadgets based on Report data sources.
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After the Upgrade, 7.2 CRM users and administrators have access to Welcome Dashboards. These are displayed by default if the user did not have a default dashboard set up in 7.1. If a User has a default dashboard set, then that is the first dashboard they see after upgrading, however, the
Welcome Dashboard can be selected from the dashboard drop-down list.
Upgrading from a version using Solo
Solo is no longer supported on Sage CRM 7.2.
If you wish to continue working with Solo, then you can do so as long as your current version of
CRM is still supported (7.0 or 7.1).
The recommended solution for mobile users from 7.2 onwards is to access Sage CRM while connected to the internet via Sage CRM Mobile Web. For users who want offline access to Sage
CRM, mobile apps from Sage CRM and/or Sage CRM business partners offering offline solutions present alternatives to Solo.
Please refer to the Sage CRM Mobile Guide for more information on Sage CRM Mobile Web.
If you have been using Solo and are upgrading from 7.1 SP1/SP2 to 7.2, please make sure that all the recommendations for running an upgrade are carried out and that all remote client users have synchronized with the Sage CRM server prior to upgrade. Running a test upgrade is essential.
Recommended Steps in the Upgrade Process
A poorly implemented upgrade can cause downtime at a customer site. However, if an upgrade is well planned and executed, problems can be identified early and solved without causing any disruption to the customer site.
To help avoid some of the problems associated with poor upgrades, it is recommended that you perform the following steps when upgrading: l l l l l l
Create a manual backup of the CRM program files, the registry, and the database.
Set up a test environment that mimics the live environment as closely as possible.
Perform a test upgrade on the test environment.
Test the test upgrade. This is the best time to find potential problems relating to both regularly used and customized functionality.
When you are happy with the results of the test upgrade, perform the live upgrade.
“Sanity check” the live upgrade. A full system test should not be required at this stage as potential issues should already have been isolated and solved during earlier testing on the trial upgrade.
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Chapter 8: Running a Test Upgrade
In this chapter you will learn how to: l
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Check customization and database changes
l
Install backups to the test environment
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Preparing for a Test Upgrade
A test environment is an integral part of the Sage CRM upgrade procedure. The test environment allows the Sage CRM consultant to carry out trial runs of the upgrade procedure. If errors are found during the upgrade procedure they can be dealt with on the test environment. The test environment will be useful for ensuring that an upgraded system has been tested satisfactorily, and particularly for performing crucial post-upgrade system testing around upgraded advanced customizations, regularly used functionality, and data integrity in a controlled, non-live environment.
A test environment minimizes the likelihood of downtime once the live upgrade takes place.
Ideally, the test environment should mirror the production environment. While this may not always be possible, it should be noted that the accuracy of the test results will decrease as the test environment diverges from the live environment.
Licensing
A separate license key will be required for the test install. Your local Sage Op-Co can provide you with a trial license key free of charge. This key can be made to mimic the live license key functionality exactly, and it should include the Extensibility Module. It will expire three months after installation.
Software Installation
To mirror the live environment successfully, Microsoft IIS, database management software (for example, SQL Server or Oracle), and a clean CRM install (of the existing version) must be installed on the test server. The current live database, the live registry, and the program files must then be restored to the test environment. Please refer to
Installing Backups to the Test Environment (page
.
All third-party software that Sage CRM is using or with which it is integrated must be installed on the test environment. This may include ACCPAC Advantage Series, ACCPAC Pro Series, Fax
Serve, Crystal Reports, CRM E-mail Management, and CRM Escalation Service.
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Note: The test environment should not reside on the same server as the live Sage CRM Web
Server or SQL Server, as variables added into a production environment increase the end-user’s chance of downtime. For example, if IIS is required to be reset on the test Web server, and the client is running Sage CRM on the same server, then the production system will be impacted.
Baseline Testing
Once you have set up your test environment, you should perform some quick tests to ensure that it is functioning as an exact mirror of the live environment. These tests should focus on the most commonly used CRM functionality and components. For example, if you generate reports of a particular type on a daily basis, you should test the exact same procedure on the test environment.
If the test environment is at the customer site, it may be useful to have some CRM users perform the tasks they do regularly on the test environment.
It is not recommended that you spend a lot of time testing functionality that is never used by the customer.
Script Customizations
If the client’s license includes the Extensibility Module, any changes to the Sage CRM product can be scripted into an ES file. To ensure that any customizations made in the test environment can be carried across to the upgraded live environment, it is recommended that the test license include the
Extensibility Module.
Checking Customization and Database Changes
This section highlights areas which should be carefully checked during test and live upgrades, particularly with heavily customized systems.
Solo Removal
The removal of Solo from Sage CRM 7.2 has introduced a number of data model changes that are likely to impact customizations relating to handling record insertion.
The following Solo-related tables, columns, and views have been removed in 7.2: l l l l l l
SoloProfile
SoloProfileOption
Rep_Ranges
Rep_Deletes
Rep_Conflicts
ClientRangesRequired
If you think your system may be affected:
1. Read the description of the changes in this section.
2. Follow the standard test upgrade procedure, which should be carried out for all upgrades, regardless of customization.
3. Check the upgrade logs to see if any errors have occurred on the upgrade.
4. After the upgrade, check to see whether you have any SQL errors, caused by the removal of the
Solo fields.
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5. The following areas of customization should be checked and tested: l
CustomPages (asp) l
Custom Lists l l l l
Custom Reports
Custom Screens
Create and Validate scripts
Custom Tabs l l l
Table and Entity Scripts
Workflow
Escalation and Notification Rules
6. Also check the following areas: l
Search SQL properties of fields l
Search Select Advanced (filters) l l l l
SOAP Web Services code (WSDL is different)
Ajax code in Custom Content or onChange
.NET code
Self Service Block References
Phone and Email Changes in 7.1
If you are upgrading from version 7.0, to version 7.1 SP1/SP2, you will have to check for phone and email table changes. Please refer to Checking Phone and Email Table Changes in the 7.1 SP2
Installation and Upgrade Guide.
Exchange Integration
If you are working with a pre-7.1 version of Sage CRM, you need to upgrade to 7.1, before upgrading to 7.2. This includes installing the Exchange Integration feature.
It is possible to upgrade from a 7.0 system, that has the Classic Outlook plug-in installed, to 7.1
SP1/SP2 and to successfully install and work with the Exchange Integration feature.
When the Exchange Integration area is exposed, all links between records in Outlook clients and records in CRM are broken - similar to what happens during an Outlook Integration Sync Info Reset.
If you were using the Classic Outlook Integration in 7.0 and want to switch to the new Exchange
Integration feature on upgrade, CRM's Deduplication rules will be responsible for linking records on
Exchange with records in CRM, providing they fall within the right date range for the sync. In other words, CRM does not use old Outlook IDs for deduplication or linking purposes.
The same applies to any records previously linked between CRM and Exchange under the old
Exchange Integration feature. All links between records in Exchange and CRM via the old
Exchange Integration feature will be broken when the upgrade to 7.1 SP2 is performed.
CRM's deduplication rules perform the deduplication or linking on any previously linked records, i.e.
CRM will not use Classic Exchange Integration IDs in CRM for deduplication or linking purposes.
For more information on the Exchange Integration feature, please refer to the Exchange Integration chapter in the System Administrator Guide.
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Installing Backups to the Test Environment
Before performing a test upgrade, you must first install the backup files to the test environment to ensure that the test environment mirrors the live environment.
To install backups to the test environment:
1. Set up a trial install of the current version of CRM. For example, if the client currently uses CRM version 7.1 SP1, install version 7.1 SP1 on the test environment. The trial key used must have the same number of users and the same optional functionality as the key used in the live environment.
2. Stop IIS.
3. Restore the database backup that you have taken from the live environment. Refer to
Restoring the Database Backup (page 10-1)
for more details.
4. Restore the registry backup. Refer to
Restoring the Registry Backup (page 10-2)
for more information.
5. Copy the system files that you have backed up from the backup area to the test environment.
6. Re-register the EWARE.DLL. Refer to
Re-registering the EWARE.DLL (page 10-1)
of this guide.
7. Restart IIS.
Performing a Test Upgrade
The procedure for performing a test upgrade is the same as for performing a live upgrade. Refer to
Running the Upgrade Install Shield (page 9-2)
for more details.
Reviewing Test Upgrade Logs
When the trial upgrade has finished, you can view the upgrade log files. The log files can provide important information on any errors that may have occurred during the upgrade. Refer to
Reviewing the Upgrade Log (page 9-3)
for more information on reviewing upgrade logs.
Testing a Test Upgrade
When you have finished a trial upgrade, it should be tested to ensure that any bugs or errors are identified and corrected. When testing the test upgrade, you should focus on testing frequently used functionality and components. Refer to
Testing a Live Upgrade (page 9-4)
more information on testing an upgrade.
You should perform the live upgrade only when you are completely satisfied that the test upgrade has been successful.
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In this chapter you will learn how to: l
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Understand which scripts run during an upgrade
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Run the upgrade Install Shield
.
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Preparing for a Live Upgrade
Before beginning a live upgrade, you should take note of the following: l l l l l l l
If you intend to perform the upgrade after office hours, it is recommended that you retrieve the license key and test it during office hours so that any problems can be addressed while assistance is available. To test the key, start the upgrade. If the key is not accepted, select the Cancel option and contact your license key provider. If the key is accepted, you should also select the Cancel option at this point as the purpose of this test is merely to ensure that the key is functional.
Note that IIS is stopped for the duration of an upgrade. This will affect customer sites if there are other Web applications running on the same server as CRM. It is generally recommended that, where possible, CRM be installed on a dedicated server.
You should give CRM end users advance notice that they will be unable to use CRM for the duration of the upgrade.
You should do a manual backup of the database, registry, and program files. Please refer to
Perform Manual Backups? (page 5-3)
for more information on performing manual backups.
Ensure that you have a backup of any system views you have customized as these may be overwritten on upgrade.
Ensure that you upgrade to the very latest CRM release, up to and including the latest patch service pack for that release.
If you are upgrading from a pre-7.1 version of Sage CRM, it is recommended that you review field level scripts which have been used to control access to fields in the user interface - for example, hiding a field for a certain user type. These fields may be exposed in the SData feed on the
Interactive Dashboard. The SData schema supports CRM's standard security features (field security, security profiles, and territories).
Understanding which Scripts Run During the Upgrade
The following scripts run when the upgrade Install Shield is activated: l
CustomPages.es – updates the CRM internal custom pages.
l
Custom_Captions.es – Adds new captions and translations to the system.
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updatehelplink.es – Inserts all new help files content.
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update_metadata.es – Updates and cleans all metadata.
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addConstraints.es – Applies database integrity constraints.
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views.es – Runs and upgrades system views.
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user_views.es – Runs and upgrades customizable CRM user views.
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Tables.es – Updates the schema, adding new tables, columns, and adjusted columns.
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Update_indexes_mssql.sql
Running the Upgrade Install Shield
To run the upgrade Install Shield:
1. Place the Sage CRM setup CD in the CD drive. The Sage CRM Installation screen is displayed.
2. Select Install Sage CRM. The Install Shield Wizard is displayed.
3. Click on the Next button to continue.
4. Review the Software License Agreement. If you accept all of its terms, select the I accept the terms of the license agreement option and click Next; otherwise select the I do not accept … option and
Cancel to end the installation. If you accept the terms of the license agreement, the setup type dialog box is displayed.
5. Select the Upgrade Previous Version Of CRM option.
6. Click on Next to continue. The Select Install dialog box is displayed.
7. Choose the install you wish to upgrade. Note: It is recommended that you use the default installation name, CRM, when installing and upgrading Sage CRM.
8. Click on the Next button. The Customer Information dialog box is displayed.
9. Make sure your name is in the Name field, and your company name is in the Company Name field.
10. Enter the license key in the License Key field.
11. Select Next. The Database Server Login dialog box is displayed.
12. Confirm your database server name, port number. and your SQL Server user ID, and enter the password for this user ID. Note: The Window Authentication option is not available during an install or upgrade.
13. Select Next to continue.
14. Select the Backup Existing Copy Of The Database, Program Files And Registry option.
15. Select Next. The Database Backup Location dialog box is displayed.
16. Browse to the backup location for the database.
17. Click on the Next button. The Start Copying Files page is displayed.
18. Click on the Next button.
19. Click Next. The HTTP Protocol And Proxy Settings dialog box is displayed. If you are using the
HTTPS protocol or use a proxy server for Internet access, select the Use Https Or Use Proxy setting, and select Next to continue. If you select the Use Proxy setting, you will be prompted to enter your proxy address, port number, and authentication details if required.
20. Click Next. A dialog box is displayed informing you that you need to stop IIS to continue.
21. Click on Yes. IIS is stopped and the backups are created. When this process has finished a dialog box is displayed to tell you where the program files, database, and registry are backed up.
22. Click on OK to continue. When the upgrade is complete, the Registration dialog box is displayed.
All fields on the Registration dialog are required.
23. Complete all fields on the Registration page.
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24. Select Next. The registration details are sent to the Sage CRM registration server as a background process. If this is not successful, the registration can be completed manually from within Sage
CRM in Administration | System | License Key Details. The Setup Complete Dialog box is displayed when the upgrade has completed.
25. Select the Launch Sage CRM Now and View Upgrade Log Files check boxes.
26. Select Finish. The CRM Logon page is displayed in a new browser window.
Clearing the Browser's Cache
Once Sage CRM has been upgraded, a pop-up window is displayed for each user with a message to clear the browser's cache.
Clearing your browser cache once after upgrade provides an optimized viewing experience of Sage
CRM. The steps for clearing the cache vary depending on the browser you are using. For example, in IE 9, go to Tools | Safety | Delete Browsing History, select Temporary Internet Files, and delete. Please, refer to your browser help for more details.
Reviewing the Upgrade Log
The Upgrade Log should be reviewed to ensure that all elements, such as views, tables, indexes, index constraints, and registry keys, have been fully upgraded.
To review the upgrade log:
1. To view the upgrade log, browse to ..\Program Files(x86)s\Sage\CRM\[install name]\Setup, and open UPGRADELOG.HTML. The Upgrade Summary panel is displayed. The Upgrade Summary panel lists all the scripts that were run during the upgrade and indicates whether they were successful. Refer to
Understanding which Scripts Run During the Upgrade (page 9-1)
for more information on the scripts that are run during the upgrade.
2. If you want to return to the Upgrade Summary panel at any point, select the Upgrade Summary hypertext link at the top of the screen.
3. Check the CRM Script Logs on the top part of the left-hand panel. All CRM script files (ES files) that were run are listed here. Each item on the list is a hypertext link.
4. Click on a link to view a report of any of the ES scripts that ran. When you do this, a summary report is displayed in the right-hand panel.
5. Click on the Expand All button to view the full report. You can click on any of the view names or bolded items to collapse the list. You can then click on the item again to expand it.
7. Scroll down the report and review each section. The message "NB must be fixed" is displayed to indicate a problem that needs to be resolved. You need to correct the problems manually if they are indicated in this way.
8. Next, check the SQL Scripts Logs at the bottom part of the left-hand panel. All SQL scripts that were run during the upgrade are listed as LOG files here.
9. Click on a log hypertext link to review the log file for any of the SQL scripts that ran during the upgrade.
10. If errors occur while an SQL script is running, an additional HTML file is displayed that corresponds to the LOG file. An asterisk symbol (*) is included at the end of the HTML file name to highlight the fact that this HTML file has been generated.
11. When you click on the hypertext link of the HTML file, a summary of the error is displayed in the right-hand panel. You can click on the LOG file to view the SQL script log.
12. After you have reviewed both files, you need to resolve any problems manually.
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Starting the CRM Indexer Service
The CRM Indexer Service is required to feed data to the CRM Keyword Search function. The service no longer needs to be started manually. However, if it has been stopped and you want to start it again, you can do so manually.
To start the CRM Indexer Service:
1. Select Control Panel | Administrative Tools | Services.
2. Right-click on CRM Indexer Service and select Start.
Testing a Live Upgrade
You should discuss testing requirements with the customer in advance. Post-upgrade testing should not involve a comprehensive test of all CRM functionality. It is recommended that test time be focused on testing: l l l
Functionality that is used frequently by the particular customer.
Advanced customizations. In general, testing customer customizations should take a large amount of the allotted test time.
Data integrity. Data checks should be carried out to ensure that upgraded data appears as expected.
Note: If the test environment is at the customer site, it can be beneficial to have some of the end users at the customer site carry out checks on frequently used functionality.
The following is a guide to functionality that should be tested post-upgrade:
Test Action Success
Logon is successful
Mail merge / document drop functionality working well, and with the correct plugin
Report writer presenting in all formats (HTML, PDF, CSV, XLSX)
E-mail management functioning as expected, including customizations
Functionality regularly used by the customer working as expected
Previous functional integration with third party database functioning
Advanced customizations (.ASP pages) functioning as expected
Custom icons copied to new install location
Outlook and Exchange integration functioning as expected
All plug-ins (Outlook, xEwareControl Version, and CTI) updated and working as expected
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Test Action
All plug-ins compatible with and match the upgraded CRM version
Library location checked
Add/Find/Edit/Delete records for each of entities
System help functioning
Data upload functioning as expected
Verify that the Interactive Dashboard loads successfully (My CRM |
Dashboard)
Verify that Interactive Dashboard loads successfully in the Company context (Company context | Dashboard), and that the default dashboard is the Company Summary dashboard
Success
Installation and Upgrade Guide 9-5
Chapter 10: Restoring a Live Environment
In this chapter you will learn how to: l
Plan for the restoration of a live environment
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Planning for Restoring a Live Environment
If a live upgrade fails, or if there are problems with functionality in a new upgrade, it is recommended that the customer site be returned to the pre-upgrade live environment while any problems are being addressed. This will minimize downtime at the customer site.
Note: The following steps all relate to the restoration of a 7.1 SP1 or SP2 live environment.
To restore a 7.1 SP1/SP2 live environment, you must complete the following steps: l l l l l l l
Re-register the 7.1 SP1/SP2 EWARE.DLL.
Restore the database backup.
Restore the registry backup.
Uninstall the 7.2 e-mail management and escalation services.
Restore the 7.1 SP1/SP2 e-mail management and escalation services.
In IIS Administration, redirect the web site from the new 7.2 site to the old 7.1 SP1/SP2 site.
Stop and restart IIS.
Re-registering the EWARE.DLL
To re-register a 7.1 SP1/SP2EWARE.DLL:
1. Select Start | Run.
2. Type regsvr32 C:\Program Files\Sage\CRM\<install name>_backup\eware.dll and click OK. The
RegSvr32 dialog box is displayed.
3. Click Ok to complete the DLL registration.
Restoring the Database Backup
To restore the database backup:
Installation and Upgrade Guide 10-1
Chapter 10
1. Open the Database Administration tool, for example, SQL 2008 R2 Management Studio.
2. Save the restored database files to the backup folder.
3. Restore the backed up database to the old 7.1 SP1/SP2 install.
Note: Please refer to your database administration documentation for information on restoring backed up databases. If you experience any difficulties when restoring the database, you should contact the IT Administrator at the customer site.
Restoring the Registry Backup
To restore the backed up registry:
1. From the desktop on the Web Server, open Start | Run, and type Regedit in the Run dialog box.
2. Click OK. The Registry Editor is opened.
3. Browse to HKEY_LOCAL_MACHINE\SOFTWARE\eWare\Config
4. Select File | Import. The Import Registry File dialog box is displayed.
5. Browse to the location where you have backed up the registry and select the registry file.
6. Select the Open button. The Registry Editor dialog box is displayed.
7. Click OK to complete the registry import.
8. In the Registry Editor, browse to HKEY_LOCAL_MACHINE\SOFTWARE\eWare\Mappings.
9. Select File | Import. The Import Registry File dialog box is displayed.
10. Browse to the location where you have backed up the registry and select the mappings file.
11. Select the Open button. The Registry Editor dialog box is displayed.
12. Click OK to complete the mappings import.
Uninstalling Services
To uninstall the e-mail management service application:
1. Select Start | Run and type cmd. The DOS prompt window is displayed.
2. Browse to the folder where the EWAREEMAILMANAGER.EXE file is saved. By default, this is located in ..\Program Files(x86)\Sage\CRM\Services.
3. Type eWareEmailManager /u.
4. Press the Enter key. A pop-up box is displayed to inform you that the service has been successfully uninstalled.
To uninstall the escalation service application:
1. Select Start | Run and type cmd. The DOS prompt window is displayed.
2. Browse to the folder where the CRMESCALATIONSERVICE.EXE file is saved. By default, this is located in ..\Program Files(x86)\Sage\CRM\Services.
3. Type CRMEscalationService /u.
4. Press the Enter key. A pop-up box is displayed to inform you that the service has been successfully uninstalled.
10-2 Sage CRM
Chapter 10: Restoring a Live Environment
Re-installing Services
You do not need to re-install the 7.1 SP1/SP2 e-mail management service application but if you want to, you can:
1. Select Start | Run and type cmd. The DOS prompt window is displayed.
2. Browse to the folder where the EWAREEMAILMANAGER.EXE file is saved. By default, this is located in ..\Program Files\Sage(x86)\CRM\Services.
3. Type eWareEmailManager /i.
4. Press the Enter key. A pop-up box is displayed to inform you that the service has been successfully installed.
You do not need to re-install the 7.1 SP1/SP2 escalation service application but if you want to, you can:
1. Select Start | Run and type cmd. The DOS prompt window is displayed.
2. Browse to the folder where the CRMESCALATIONSERVICE.EXE file is saved. By default, this is located in ..\Program Files(x86)\Sage\CRM\Services.
3. Type CRMEscalationService /i.
4. Press the Enter key. A pop-up box is displayed to inform you that the service has been successfully installed.
Redirecting the Web Site
To redirect the Web Site:
1. Open IIS Manager.
2. Browse to Sites | Default Web Site | CRM Install.
3. Right-click on the install name and select Manage Application | Advanced Settings. The CRM
Properties dialog box is displayed.
CRM Properties
Installation and Upgrade Guide 10-3
Chapter 10
4. The new upgraded site location is displayed in the Physical Path field. You must replace this path with the path for the backed up 7.1 SP1/SP2 site that you are restoring. For example, type
C:\Program Files(x86)\Sage\CRM\[installname]_backup in the Local Path field.
5. Click on OK.
10-4 Sage CRM
Chapter 11: Upgrading Multi-Server CRM
In this chapter you will learn how to: l
Prepare for upgrading multi-server CRM
l
Understand the Multi-server CRM upgrade process
.
l
Run the Install Shield on the Database Server
.
l
Running the Install Shield on a non-Database Server
Preparing for Upgrading Multi-Server CRM
When upgrading multi-server CRM you should note the following: l l l l
When upgrading to version 7.2 from version 7.1 SP1/SP2, you will require a 7.2 license key.
Your license key can be used on all of the servers in the cluster you are about to set up.
Before beginning an upgrade, ensure that all servers (with the exception of the Database Server) are disconnected from the database.
You can you have multiple Tomcat servers pointing at the one database provided the database is configured to provide enough connections to serve the multiple connection pools. Each Tomcat server opens a connection pool of 10 connections by default.
Multi-Server CRM Upgrade Process
When upgrading multi-server CRM, you should perform the following steps: l l l l l l l
Create a manual backup of the database from the CRM Database Server. Please refer to
Perform Manual Backups? (page 5-3)
for more details.
For all CRM Servers in the cluster, including the Database Server, create manual backups of the program files and the registry. Please refer to
Why Perform Manual Backups? (page 5-3)
for more details.
Set up a test environment that mimics the live environment as closely as possible. For example, if there are four servers in your multi-CRM cluster, then you should set up four separate test servers, with each one being an exact (or close) copy of one of the live servers. Refer to
for more information on setting up a test environment.
Perform a test upgrade on the test environment. Refer to
Running a Test Upgrade (page 8-1)
for more information on performing a test upgrade.
Test the test upgrade. Refer to
Running a Test Upgrade (page 8-1)
for more information on testing a test upgrade.
When you are happy with the results of the test upgrade, perform the live upgrade on each of the
CRM Servers, starting with the Database Server. Refer to
Running the Install Shield on the
and
Running the Install Shield on a non-Database Server (page 11-
in this chapter for more details on upgrading each CRM server in the cluster.
Test the live upgrade. Refer to
Testing a Live Upgrade (page 9-4)
for more information about testing a live upgrade.
Installation and Upgrade Guide 11-1
Chapter 11
Running the Install Shield on the Database Server
To run the upgrade Install Shield:
1. Place the Sage CRM set up CD in the CD drive. The Sage CRM Installation screen is displayed.
2. Select Install Sage CRM. The Install Shield Wizard is displayed.
3. Click on the Next button to continue.
4. Review the Software License Agreement. If you accept all of its terms, select the I accept the terms of the license agreement option and click Next; otherwise select the I do not accept … option and
Cancel to end the installation. If you accept the license agreement, the setup type dialog box is displayed.
5. Select the Upgrade Previous Version of CRM option.
6. Click Next to continue. If you have more than one CRM install, the Select Install dialog box is displayed.
7. Choose the install you wish to upgrade.
8. Click on the Next button. The Customer Information dialog box is displayed.
9. Make sure your name is in the Name field, and your company name is in the Company Name field.
10. Enter the license key in the License Key field.
11. Select Next. The Database Server Login dialog box is displayed.
12. Confirm your database server name, port number. and your SQL Server user ID, and enter the password for this user ID.
13. Select Next to continue.
14. The Backup Files dialog box is displayed.
15. Select the Backup Existing Copy Of The Database, Program Files, And Registry option.
16. Select Next. The Database Backup Location dialog box is displayed.
17. Browse to the backup location for the database.
18. Click on the Next button. The Start Copying Files page is displayed.
19. Click on the Next button. A dialog box is displayed informing you that you need to stop IIS to continue.
20. Click Yes. IIS is stopped and the backups are created. When this process has finished, a dialog box is displayed to confirm where the program files, database, and registry have been backed up.
21. Click OK to continue. When the installation is complete, the Registration dialog box is displayed. All fields on the Registration dialog are required.
22. Complete all fields on the Registration page.
23. Select Next. The registration details are sent to the Sage CRM registration server as a background process. If this is not successful, the registration can be completed manually from within Sage
CRM in Administration | System | License Key Details.
24. Select Finish to complete the installation process. The Readme file and the Logon page are displayed.
Running the Install Shield on a non-Database Server
To run the upgrade Install Shield:
11-2 Sage CRM
Chapter 11: Upgrading Multi-Server CRM
1. Place the Sage CRM set up CD in the CD drive. The Sage CRM Installation screen is displayed.
2. Select Install Sage CRM. The Install Shield Wizard is displayed.
3. Click on the Next button to continue.
4. Review the Software License Agreement. If you accept all of its terms, select the I accept the terms of the license agreement option and click Next; otherwise select the I do not accept … option and
Cancel to end the installation. If you accept the license terms, the setup type dialog box is displayed.
5. Select the Upgrade Previous Version of CRM option.
6. Click Next to continue. The Select Install dialog box is displayed.
7. Choose the install you wish to upgrade.
8. Click on the Next button. The Customer Information dialog box is displayed.
9. Make sure your name is in the Name field, and your company name is in the Company Name field.
10. Enter the license key in the License Key field.
11. Click on the Next button. A dialog box is displayed to remind you that all servers must be disconnected from the database.
12. If you are ready to continue, select Yes. The Backup Files dialog box is displayed.
13. Select the Backup Is Not Required option.
14. Select Next. A dialog box is displayed informing you that you need to stop IIS to continue.
15. Click Yes. The Setup Complete Dialog box is displayed when the upgrade is complete.
16. Select the Launch Sage CRM Now and View Upgrade Log Files checkboxes.
17. Select Finish. The CRM Logon page is displayed in a new browser window.
Installation and Upgrade Guide 11-3
Chapter 12: Upgrade Checklist
In this chapter you will learn how to: l
Build checks into the upgrade process
.
Sample Upgrade Checklist
The following is a list of items that might be included on an upgrade checklist:
Test Action
Manual Backup – Pre-Test Upgrade
Complete backup of Sage CRM database
Complete backup of Sage CRM program files
Complete backup of Sage CRM registry key
Generate Test Environment
Source trial license key for current version (with EM)
Source trial license key for upgrade version (with EM)
Install dependant third party software on test environment
Install current Sage CRM version using trial license key
Restore manual backup database to test environment
Delete vSentinal out of the views in the restored Sage CRM database
Restore Sage CRM program files to test environment
Confirm Windows NT security has been correctly set
Restart IIS
Complete base line testing (UAT test)
Script customizations using component manager and Zip
Test Upgrade
Complete install shield upgrade to current version
Upgrade to latest service pack of Sage CRM
Upgrade Logs
Complete
Installation and Upgrade Guide 12-1
Chapter 12
Test Action
Review upgrade logs for errors
Investigate each error and document resolution or outcome
Complete resolutions for each error
Function Testing
Complete generic functionality testing
Complete additional functionality testing
Document and resolve any functional irregularities
Client Customization Testing
Complete visual scan of screen customizations
Complete custom functionality testing
Document and resolve any custom irregularities
Data Integrity Testing
Complete random sampling of 20 company records
Client completes data integrity testing
Document and resolve any data irregularities
Freeze Live System
Estimate downtime for production system and document risks to client
Obtain client sign off to move forward with live upgrade
Lock users out of the Sage CRM system as server is taken offline
Live Manual Backup – Pre Live Upgrade
Complete backup of Sage CRM database
Complete backup of Sage CRM program files
Complete backup of Sage CRM registry key
Live Upgrade
Complete install shield upgrade to current version
Upgrade to latest service pack of Sage CRM
Upgrade Logs
Complete
12-2 Sage CRM
Test Action
Review upgrade logs for errors
Investigate each error and document resolution or outcome
Complete resolutions for each error
Live Manual Backup – Post Live Upgrade
Complete backup of Sage CRM database
Complete backup of Sage CRM program files
Complete backup of Sage CRM registry key
Function Testing
Complete generic functionality testing
Complete additional functionality testing
Document and resolve any functional irregularities
Client Customization Testing
Complete visual scan of screen customizations
Complete Custom functionality testing
Document and resolve any custom irregularities
Data Integrity Testing
Complete random sampling of 20 company records
Client completes data integrity testing
Document and resolve any data irregularities
Chapter 12: Upgrade Checklist
Complete
Installation and Upgrade Guide 12-3
Chapter 13: Troubleshooting
In this chapter you will learn how to: l
l
Troubleshoot redirector issues
.
View Error
A common error can occur when a standard Sage CRM view has been modified in the implementation to include specific fields. During the upgrade process, CRM checks all of the standard views against the expected view. If it finds a standard view is in any way different from what was expected, it will log an error, retain the current view syntax, and add the upgraded view with the view name appended with _New. For these cases, it is important to ensure that the only change to the affected view is the additional fields that had been added prior to the implementation.
Troubleshoot Redirector Errors
It is not recommended that you run two different versions of Sage CRM on your machine, unless required for test purposes when preparing for an upgrade to 7.2.
It is possible to run Sage CRM 7.2 on a machine already using Sage CRM 7.1 SP1/SP2. Sage
CRM 7.1 uses the Managed Fusion URL Rewriter and Sage CRM 7.2 uses the ARR and URL
Rewriter modules of IIS.
You can find the Sage CRM 7.1 rewriter under the Services and IISUtils folder of the installation directory.
..:\Program Files (x86)\Sage\CRM\Services\IISUtils\CRMRewriter
However, please note that if Sage CRM 7.1 is installed after CRM 7.2, then it will overwrite the
SData settings in IIS, thus removing the rewriter rules for the Sage CRM 7.2 install.
This can be fixed by running the Sage CRM 7.2 installer again and by choosing the option Change
existing install.
Once this is done, select the install of Sage CRM 7.2 from the drop down. The required IIS rewriter rules will be recreated for SData in IIS. Because requests for the Sage CRM 7.1 installation will not find a match in the IIS 7.x rewriter rules, they will then use the Managed Fusion URL rewriter as before.
Installation and Upgrade Guide 13-1
CRM Document Version Code: IMP-UPG-ENG-720-1.0
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