Sostenuto Hardware and Software Configuration Guide. Date: October Page 1 of 15

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1 Sostenuto Hardware and Software Configuration Guide Date: October 2017 Page 1 of 15

2 All rights reserved. No part of this document may be reproduced or transmitted in any form or by any means, or stored in any retrieval system of any nature without the prior written permission of Sunrise Software Limited, except for permitted fair dealing under the Copyright, Designs and Patents Act Sunrise Software Limited, Sostenuto is a registered trade mark of Sunrise Software Limited. Sunrise Software Limited does not assume or accept any liability for any loss or damage of any kind to any person that may arise as a result of that person (or any other person) using this document or acting or refraining from action in reliance on any information (including expressions of opinion) contained in this document. This limitation/exclusion of liability does not apply in the case of death or personal injury caused by negligence on the part of Sunrise Software Limited, or to the extent (if any) that a limitations and/or exclusion in these terms is not permitted under applicable law. Sunrise 50 Barwell Business Park Leatherhead Road Chessington Surrey KT9 2NY United Kingdom Visit us at Enquiries e: welcome@sunrisesoftware.com t: +44(0) Page 2 of 15

3 C O N T E N T S Introduction 4 Sostenuto Software Requirements 5 Desktop Browser Compatibility Matrix 6 Microsoft Internet Explorer Versions 6 SQL Server Version 6 Server Hardware Requirements 7 Desktop Client Hardware Requirements 7 Sunrise Mobile Requirements 7 Configuration Options 8 Single Sostenuto Deployment 8 Dual Deployment 9 Load-balanced Configuration 10 Web Services and Chameleon/Iguana/ Mobile Deployment 12 SAML Identity Provider Authentication for Multiple Domains 13 Reporting Options 14 Reporting Requirements 14 Appendix 15 Prerequisites 15 Known Environmental Limitations 15 Page 3 of 15

4 Introduction This document provides information on the hardware and software configuration for Sostenuto in various types of deployment. As a server-based product, Sostenuto can be deployed in multiple virtual machines across one or more servers to create a load-balanced environment. The number of servers depends mainly on the software options required, the desired performance and the number of concurrent users to be supported. Sostenuto offers users an HTML5 Interface and a Java Interface. The HTML5 Interface is a CSS/HTML5 Web application. The Java interface uses a Java applet and provides all Sostenuto s administrative and configuration functions. NOTE: This document contains references to Sunrise and Sostenuto. Sunrise is the name of the product that you log into, such as Sunrise ITSM; however, the platform on which it operates is Sostenuto. The first sections of this document present common deployment options for Sostenuto; this is complemented in later sections by recommended Chameleon and Web Service deployments and various additional options that can be supported (such as for Microsoft SQL Reporting Services, etc.). A Sostenuto installation has the following elements and options: Web/application server Sostenuto Application Sunrise User interface (Java applet or HTML5 Web interface) Mail Processor (optional, for handling inbound only) Additional web interfaces such as Chameleon, Iguana and Mobile. Page 4 of 15

5 Sostenuto Software Requirements Sostenuto is configured to work with the following environmental software components. Please consider the details within this document and contact Sunrise if you have any questions. IMPORTANT: Please read the Desktop Browser Compatibility Matrix following this table, to find out which browsers are compatible with each element of Sunrise. Database Server Microsoft SQL Server 2008 R2, 2012, 2014, 2016 Server Operating System Microsoft Windows Server 2008 R2, 2012 R2, 2016 Client Workstation Operating System Windows 7, Windows 8.1, Windows 10 Java (Client) Java (Server) Apache Tomcat Application Server , Mac OS (El Capitan) and ipads for HTML5 Interface (see page 7). Java Runtime Environment 8 update 91 (not required for the HTML5 browser Interface, only for the administrative functions within the Java applet) Java Development Kit 8 update 144 (jdk-8-u144-windows-x64). Apache HTTP Server for load balancing or DMZ deployment (32-bit only) 2.2 or Microsoft Internet Explorer 11, Microsoft Edge Browser Mozilla Firefox Google Chrome Apple Safari on Mac OS (for HTML5 web interface only) Adobe Reader 10+ SQL Reporting Services Microsoft SQL Server Reporting Services 2008 R2, 2012, 2014, 2016 Adobe Flash Player (Iguana only) Browser Plug-ins (Client) JavaScript (Iguana and HTML5 Browser Interface only) AD FS 2.0, 3.0, 4.0 Identity Providers (IDPs) Shibboleth (for HTML5 and Mobile Interfaces only) OKTA Microsoft Exchange 2010, 2013 Microsoft Office365 Mail Processor hmailserver Any POP/IMAP-compatible server for receiving s Any SMTP-compatible servers for sending s Android Phone Blackberry Mobile Devices iphone Windows Phone Tablet Android ipad Caveats Ensure that your browser s popup blocker is set OFF before using Sostenuto Operations that cause a new window or browser tab to open, such as Launch URL Operations, will not work if popups are blocked. Older browsers do not fully support HTML5 and CSS3 standards, which may cause some cosmetic or functional issues when using the HTML5 user interface. Sunrise no longer supports older browsers such as Microsoft IE8, IE9 or IE10. Page 5 of 15

6 SQL Server 2016 is qualified for use with Sostenuto 5.3.1, but at present its Always Encrypted option is not supported. Desktop Browser Compatibility Matrix The matrix below shows the browsers that are compatible with each element of Sunrise. App/Browser IE11 Edge Chrome Firefox Safari Android Blackberry Java Interface HTML5 Interface Chameleon Iguana Mobile Microsoft Internet Explorer Versions Microsoft Internet Explorer 8, 9 or 10 are no longer supported for use with Sostenuto Only IE11 and Microsoft Edge (HTML interface only) are supported. SQL Server Version Sostenuto supports Microsoft SQL Server 2008 R2, 2012, 2014, and Sostenuto is no longer supported for deployment using Microsoft SQL Server Page 6 of 15

7 Server Hardware Requirements Recommended minimum hardware: No. of Concurrent Users Web/Application Server Database Server #CPUs #Cores RAM HDD #CPUs #Cores RAM HDD GB 74 GB GB 74 GB GB 74 GB GB 74 GB GB 74 GB GB 74 GB Smaller implementations (typically less than 25 concurrent users) can be accommodated upon a combined Database and Web/Application server, in which case an 8-core server is recommended. Exceeding the above specification for CPUs, cores and available RAM will lead to improved response times and is recommended where practical. Desktop Client Hardware Requirements Recommended minimum hardware: Users Minimum 1.8 GHz processor, 1.8 GHz Dual Core processor or higher recommended Administrators Minimum 1.8 GHz processor, 1.8 GHz Dual Core processor or higher recommended Minimum 1 GB RAM, 2 GB RAM or higher recommended Minimum 1 GB of available disk space Minimum 2 GB RAM, 4 GB RAM recommended Minimum 2 GB of available disk space Sunrise Mobile Requirements Sunrise Mobile is a web application and as such is accessible across multiple mobile devices and browsers. The functionality within Sunrise Mobile has been tuned to offer the best support on the following mobile devices and browsers: Devices Android Handset (Galaxy/HTC) iphone 3GS, iphone 4, iphone 4S, iphone 5, iphone 6 ipad, ipad2, ipad3, ipad4, ipad Mini Blackberry Torch, Curve, Playbook HTC Desire S (Android) Galaxy S (Android) Windows 8 Phone Browsers Native Safari Native Blackberry Browser Firefox Chrome Android Built-in Browser Internet Explorer Page 7 of 15

8 Configuration Options Sostenuto s load-balancing and fault tolerance features create additional scalability and resilience in the deployment architecture, and to reduce the risk of downtime for on-premises and SaaS customers. Sostenuto s scalability enables customers to support larger quantities of users by adding more instances of Sostenuto against a single database. Using an Apache HTTP server in some of the configurations offers the following features: URL redirect Single Sign On Load Balancing Possible scenarios are discussed in the next few pages, showing which of the above features they support. SSL may be configured in all these scenarios for installations, because it can be configured at the level of the HTTP Server or the Tomcat server. Single Sostenuto Deployment The simplest deployment of Sostenuto is shown below. It implies that there is one server machine on which all software options are installed, combining the Web/Application and database functions. User User Apache Tomcat Server 1 Sostenuto Sostenuto Database Figure 1: 1-tier server deployment In this deployment option there is one instance of Sostenuto in one Apache Tomcat server, using one Sostenuto database. This option is recommended for on premise customers supporting 25 users and below. In order to use SSO, you must also deploy an Apache HTTP server configured for load-balancing (see page 10). SSL may be configured for the Tomcat server. Page 8 of 15

9 Dual Deployment A customer has two or more instances of Sostenuto on a single Apache Tomcat server. The instances point at separate databases and processing is not shared between them. Production User Test User Accessing Production URL Accessing Test URL Apache Tomcat Server Sostenuto Production Instance Sostenuto Test Instance Live Database SQL Server Testing Database Users access this installation either by logging in to the HTTP Server or by entering a designated URL. This deployment is recommended for on premise customers who wish to run a Sostenuto test platform without having to acquire another server to run this instance of Sostenuto. In order to use SSO, you must also deploy an Apache HTTP server configured for load-balancing (see page 10). SSL may be configured for the Tomcat server. Page 9 of 15

10 Load-balanced Configuration This deployment of Sostenuto shows a load-balanced environment where a customer has multiple instances of Sostenuto on multiple Apache Tomcat servers. All the Sostenuto instances are synchronised to point at the same database and processing is shared between them. The Apache HTTP Server is introduced here, however for Single Sign On (SSO) and URL redirect, this can be used in the single and dual deployments above. NOTE: You need a minimum of 4 servers for this configuration: one Apache HTTP server, one database server and at least two Apache Tomcat servers for your Sostenuto instances. Login requests are managed by the Apache HTTP server, which then selects one of the Apache Tomcat servers to process the user session based on current load. All subsequent requests for that user session will be served from the same Sostenuto instance. Should one of the servers fail while a user is logged on, their current transaction will be lost and they will be signed out from that Sostenuto instance. They will be taken back to the Sunrise login screen, where the Apache HTTP server will route their call to the other Sostenuto instance. Page 10 of 15

11 Summary: Call-sharing and URL redirect managed by the Apache HTTP server. Load-balancing across two or more Tomcat servers. SSO configured at the Apache HTTP server. SSL may be configured for the Apache HTTP server or the Tomcat server. Page 11 of 15

Web Services and Chameleon/Iguana/ Mobile Deployment You can configure Chameleon, Iguana and Mobile and Web Services for external access within a single deployment of Sostenuto.

12 Web Services and Chameleon/Iguana/ Mobile Deployment You can configure Chameleon, Iguana and Mobile and Web Services for external access within a single deployment of Sostenuto. It is recommended to configure a Web Server with Apache HTTP software in a DMZ environment to route traffic. This is a Web Server that routes the requests from Internet Users to the Web Service Server that is hosted behind a Firewall. Figure 2: Chameleon and Web Services deployment for internal/external users Another deployment option is to open the required TCP ports on the firewall, allowing the internal servers access across the Wide Area Network. It is recommended that SSL (secure socket layer) is set up on the Sostenuto web server before allowing external access to the product suite. Page 12 of 15

13 SAML Identity Provider Authentication for Multiple Domains Sostenuto supports SAML authentication for HTML and Mobile interface only. SAML authentication is not supported for any other interface, including REST & SOAP web services You can configure Sunrise HTML and Mobile for external access by multiple domains within a single deployment of Sostenuto. It is recommended to configure a Web Server with Apache HTTP software in a DMZ environment to route traffic. This is a Web Server that routes the requests from Internet users to the Web Service Server that is hosted behind a Firewall. You should set up SSL (secure socket layer) on the Sostenuto web server before allowing external access to the product suite. For Single Sign-On, you will also need to license and configure the SAML Identity Provider (IdP) on a separate server, to authenticate requests from Client servers. Figure 3: SAML IdP Authentication for multiple domains Page 13 of 15

14 1. Reporting Options Reporting Requirements Sostenuto has a number of reporting options, including an integrated report designer from simple day-to-day reports to an external report designer using SQL Server Reporting Services. Some clients prefer a more powerful reporting interface and may have preferred reporting tools already used within their business. Sostenuto is qualified with Microsoft SQL Server Reporting Services. More information is published on the Microsoft website: These reporting options can potentially co-exist on the same server. They can be installed on any one of the existing servers used for Sostenuto or each on their own individual server. Reporting Service Hardware Software Requirements SQL Server Reporting Services A single Xeon (Dual-Core) 2.0 GHz (or above) machine is recommended. Recommended 4GB RAM See Microsoft Website for further details Web Browser SQL Server Business Intelligence Development Studio (BIDS) Note: Sostenuto is no longer qualified for use with Crystal Reports Server. Page 14 of 15

15 2. 3. Appendix Prerequisites The following components and services must be installed on the Server that will be running integration routines (these components are included in the default install): SQL Server Integration Services (SSIS) The services that run the integration routines SQL Server Data Tools Business Intelligence for Visual Studio 2013 (SSDT-BI) The program that allows configuration and manipulation of the completed integration routines. For more information on Titanium SQL SSIS see the following links: SQL SQL SQL SQL Known Environmental Limitations 1 Some features of Microsoft SQL Integration services are not available within Itanium-based infrastructure; please see the links above for more information. 2 For Sunrise Mobile, when using an iphone, check the Settings for the Safari browser. Accept Cookies should be changed from Never (its default setting) to From Visited (recommended) for Sunrise Mobile to function correctly. 3 A limitation in the way that the Windows Phone device handles browser shortcuts means the default Sunrise Mobile logo is not saved on this device. A preview of the Sunrise Mobile web page is used instead. Page 15 of 15

Release Notes. Date: August Page 1 of 20

Release Notes. Date: August Page 1 of 20 Release Notes Date: August 2012 Page 1 of 20 All rights reserved. No part of this document may be reproduced or transmitted in any form or by any means, or stored in any retrieval system of any nature