System Requirements. Server and Client Requirements of Xpert.NET

Size: px

Start display at page:

Download "System Requirements. Server and Client Requirements of Xpert.NET"

Jacob Francis
5 years ago
Views:

1 System Requirements Server and Client Requirements of Xpert.NET

2 Table of Contents 1 Introduction 3 2 Server Requirements Hardware Hardware Requirements Software Configuration Network Database Server Reporting Services Client Requirements Software Configuration Reporting Services (Client-Side Printing) Opening EML Files in Outlook Appendix Single Server External Database Server External Web Server Three Server Environment High Performance Server Environment Statistics and Change Management Statistics Change Control Table of Contents 2

3 1 Introduction This document describes the necessary hard- and software requirements for using Xpert.NET in the current version. The descriptions of the required components distinguish between the minimal requirements and optional components. If you do not install the optional components, not all of the desired options may be available to you. Introduction 3

4 2 Server Requirements 2.1 Hardware Xpert.NET can be installed and executed either on a dedicated system (single server) or a distributed system environment (multi-server with independent database, application, and web servers). The following specifications take both variants into account. With physically separated servers, a fast (e.g. 1GB ethernet) low latency LAN connection between the machines is necessary. Ideally, all servers should be in the same network. Xpert.NET supports multiple processors, processor cores as well as hyper-threading. Please note This support depends on the operating system used. Virtual Environments Generally, the Xpert.NET environment can be installed on virtual servers as well. The same requirements as for an installation on a real server apply here. Please note A virtualization generally results in a poor performance of the Xpert.NET system. In order to avoid an even worse performance, the database server should not be virtualized as well. The following specifications are based on running operations Hardware Requirements If all of the servers are combined on one physical machine, at least 32 GB RAM are required there, 64 GB are recommended. Additionally, at least 100 GB of free hard disk space are necessary (total of the memory requirements of the servers to be installed) as well as a buffer. At the same time, keep in mind that depending on the log level set free disk space of several GB is needed for log files. Generally, up to 40 GB are recommended here. They are to be reserved additionally to the 100 GB mentioned. Database Server RAM: 16 GB (minimum); 32 GB (recommended) HD: depending on the ticket quantity, 40 to 90 GB of free disk space (matches up to 100,000 tickets, plus respectively 1 GB for every additional 5,000 tickets (without file attachments)) Server Requirements 4

5 On the DB server, a sufficient amount of disk space has to be available daily for the transaction logs of the databases. CPU: currently economically reasonable quad core (or better) CPU (2,3 GHz or faster) Application Server RAM: 8 GB (minimum); 16 GB (recommended) HD: 2 GB free disk space + sufficient disk space for log files (the size depends on the log level set and the operational demands of the server - as a minimum, 30 GB should be available) CPU: currently economically reasonable quad core (or better) CPU (2,3 GHz or faster) fast low latency network connection to the web and DB servers Web Server RAM: 8 GB (minimum); 16 GB (recommended) HD: 2 GB free disk space + sufficient space for IIS log files (the size depends on the log level set and on the operational demands of the server - as a minimum, 10 GB should be available) CPU: currently economically reasonable quad core (or better) CPU (2,3 GHz or faster) fast low latency network connection to the application and DB servers 2.2 Software In the following, you can find the software requirements for Xpert.NET. Xpert.NET supports operating systems and software only as 64-bit versions. Database Server Windows Server 2008 SP2 or higher Microsoft SQL Server 2008 R2 or higher (Standard or Enterprise Edition) with the following components: Workstation Components Reporting Services Management Studio Server Requirements 5

6 Application Server Windows Server 2008 SP2 or higher Message Queue Service Internet Information Services incl. ASP.NET (needed for internal web services on the application server).net-framework Microsoft Visual C Redistributable Package Web Server Windows Server 2008 SP2 or higher Message Queue Service Internet Information Services incl. ASP.NET.NET-Framework Microsoft Visual C Redistributable Package Warning Please exclude the following directories from antivirus scanning (real-time / on-access scan) of your anti-virus software: Temporary ASP.NET Files (e.g. "C:\Windows\Microsoft.NET\Framework64\v \Temporary ASP.NET Files") -To ensure the access of the IIS (e.g. "McAfee" can block access). isonet-logfiles (e.g. "D:\Isonet\Logfiles") -To avoid performance problems when working with Xpert.NET. 2.3 Configuration In order to be able to process maintenance operations on the server(s), an administrator account on the respective servers is mandatory. Generally, this does not have to be a domain user a local administrator is sufficient. If it is not possible to work on the DB server directly, it is necessary to install the SQL Management Studio on one of the other servers (application or web server) Network Third-Party Systems Xpert.NET is able to embed various third-party systems. Those are, amongst others: Server Requirements 6

7 ActiveDirectory (LDAP) Databases by third-party developers (e.g. CMDB databases) Mail servers for sending s Mail servers for the automatic retrieval of s For sending s, the SMTP protocol is used. For retrieving s automatically (Mail2Ticket), any mail system can be used. By default, the following protocols are available: MS Exchange WebServices (Exchange 2010-Office 365), IMAP, POP3 and LotusNotes. If these or similar third-party systems are to interact with Xpert.NET, the establishment of a connection between the web/application server and the respective third-party systems has to be ensured. Firewall and Proxy If a firewall or a proxy is set up between the clients and the server(s), the ports specified below have to be enabled. File Types Moreover, the file types CSS, ASPX, JS, HTC, DLL, JPG, GIF, PNG, TXT have to be able to pass through unfiltered. In addition to these file types, those existing as attachments on the system have to be forwarded unfiltered as well. From experience, these are: DOC, DOCX, XLS, XLSX, PDF, XML, HTM(L), EML, as well as various other file types. Server and Network Ports The ports that have to be available in the network (TCP) must be open in both directions generally. If a port does not require this, a footnote can be found next to the respective port in the following section. Between web and application server: 80 (443 optional) 1801 (Message Queue) 7774 (Mail2Ticket) 7775 (Service Level Management)* 7776 (Logging Manager)* 7777 (Security Manager)* 7779 (Agent)* Server Requirements 7

8 8888 (Workflow Manager)* 8889 (Port for the Cache-Controller)* 9999 (Messaging Manager)* All mentioned ports beginning with 7 or 8 generally only have to be enabled between the web and application server. You can find the ports being an exception here under Between the client and the necessary servers. The ports marked with only need one direction of communication. The direction always is to the server the service has been installed on (from the web and DB to the application server). Between web and DB server: 80 (443 optional necessary when using SSL) 1433 (SQL Server) Between application and DB server: 80 (443 optional necessary when using SSL) 1433 (SQL Server) Please note If the DB server doesn t run on the default port TCP 1433, the UDP 1434 must be forwarded in addition to the TCP port used. Between the client and the respective servers: 80 (443 optional necessary when using SSL) web server 8888 (this port is only necessary, if the Workflow Designer is to be executed on the client) application server 7778 (this port is necessary when CTI is used) - application server If the upload from the clipboard is to be used, the Public Web Services have to be accessible from every client Database Server General Information In order to be able to work effectively with the database server, some settings, which are to be configured generally, are necessary. The following services have to be running: SQL Server SQL Server FullText Search SQL Server Reporting Services Server Requirements 8

9 All of the other available services allow for using further features of the SQL server. This may be necessary, if you have special requirements, e.g. regarding the automatic backup or the Reporting Services. They are, however, not necessary on principle. Please note The standard collation must be case insensitive, preferably Latin1_General_CI_AS. Full Text Search in Attachments In order to be able to use the full text search in attachments (e.g. extended search, Knowledge Base), so-called filters have to be installed. The most common here are the MS Office ifilters as well as the Adobe filter package. You can download the filters here: Filters for most of the Office file types: Filters for Adobe file types x86: Subsequently, the following commands have to be executed in the SQL Management Studio: use master GO sp_fulltext_service load_os_resources,1; GO sp_fulltext_service verify_signature, 0; GO For the changes to be applied, restart the SQL Server Service after the execution. Permissions Drive On the database server, a drive or at least a folder has to be shared with the support (an administrative share is sufficient). The support has to have read and write permissions to this share. This is necessary for performing backup or recovery tasks during the update. The following permissions to the databases of Xpert.NET itself are necessary: read and write permissions backup permissions recovery permissions creating new databases changing the Xpert.NET databases Server Requirements 9

10 creating, deleting, and modifying all database objects (including, for example, tables, keys, saved procedures, assemblies, etc.) If this requirement cannot be met, a contact has to be available during the necessary times. Additional Options to be Activated for MS SQL Server 2008 Activating Remote Connections Start -> SQL Server > Configuration Tools -> SQL Server Configuration Manager In the tree on the left: SQL Server Network Configuration -> Protocols for MSSQLSERVER Activate the option Named pipes and TCP/IP in the right array Activating the option Ad Hoc Queries The following SQL script is to be executed on the database server (SQL Management Studio -> New Query) use master GO sp_configure show advanced options, 1 ; GO reconfigure; GO sp_configure Ad Hoc Distributed Queries, 1 ; GO reconfigure; Activating the option CLR Integration The following SQL script is to be executed on the database server (SQL Management Studio -> New Query) sp_configure clr enabled, 1 GO RECONFIGURE GO Note on the Dependencies Between the Databases The databases display dependencies among each other, which are illustrated by the figure below: Server Requirements 10

Figure 2.1: Dependencies between the databases 2.3.

11 Figure 2.1: Dependencies between the databases Reporting Services The Reporting Services do not necessarily have to be installed on the database server; they can be installed on any other server as well. However, it is necessary that the URL used for the access to the Reporting Services can be accessed from all hosts. A member of support has to have access to the folder...\reportingservices. This is necessary for expanding the configuration of the Reporting Services, in order to allow Xpert.NET to work with them. Moreover, it is necessary to be able to analyze the log files in case of problems. Generally, there are no special requirements for the basic configuration of the Reporting Services, which can be performed via the tool Reporting Services Configuration. Server Requirements 11

12 3 Client Requirements In order to be able to use Xpert.NET from a client, some requirements have to be met and several settings have to be made. 3.1 Software The following software has to be available on the client: Web browser Internet Explorer 9, 10 and 11 are fully supported. The compatibility for alternative browsers (Firefox or Chrome) is currently not available for all modules and areas in Xpert.NET. The configuration pages of Xpert.NET need an Internet Explorer between 9 and 11..NET-Framework (This only needs to be installed on the client, if it must be possible to run the Workflow-Designer on the client or if the upload from clipboard is activated.) Please note Xpert.NET does not support the zoom function of the various browsers. Requirements for the MS Lync Integration Installed Microsoft Office Version 2007 or newer, incl. MS Outlook Microsoft Lync 2010 or newer 3.2 Configuration Generally, the client requires access to all URLs defined during the installation (see Installation Manual). General Information Existing antivirus software is to be configured in such a way that the scanning of JavaScript (at least for the Xpert.NET URLs) is deactivated. If it is not deactivated, considerable performance losses are to be expected in some parts. Internet Explorer The pop-up blocker has to be disabled for the Xpert.NET URLs (disable all pop-up blockers, in possibly existing tool bars as well). Client Requirements 12

13 The compatibility mode in the Internet Explorer has to be deactivated for Xpert.NET pages. The Xpert.NET URLs (including about:blank and about:internet) have to be included into the local intranet sites. Proceed as follows: 1. Open the internet options in the MS Internet Explorer (Tools -> Internet options) 2. Click on the Local intranet button on the Security tab and subsequently on the button Sites... and add the Xpert.NET URLs. When necessary, deactivate the checkbox under Require server verification ( for all sites in this zone. Optional: The size of the temporary internet files should not exceed 50 MB and a new version of the visited site is to be searched for at every visit. The security settings for the Internet Explorer have to be adjusted as well. These are valid for all the IE versions named above. If there are options in this list you cannot find on your system, this is not a problem..net framework Recommendation Comment Loose XAML XAML browser applications XPS documents Prompt Prompt Prompt.NET Framework reliant components Permission for components with manifests Run components signed with Authenticode Run components not signed with Authenticode Recommendation High Safety Comment ActiveX controls and plug-ins Recommendation Comment Allow previously unused ActiveX controls to run without prompt Allow Scriptlets Automatic prompting for ActiveX controls Binary and script behaviors Display video and animation on a webpage that does not use external media player Disable Disable Disable Client Requirements 13

14 Download signed ActiveX controls Download unsigned ActiveX controls Initialize and script ActiveX controls not marked as safety for scripting Run ActiveX controls and plugins Script ActiveX controls marked safe for scripting Prompt Disable Disable Downloads Recommendation Comment Automatic prompting for file downloads File download Font download.net Framework setup Recommendation Comment.NET Framework setup Miscellaneous Recommendation Comment Access data sources across domains Allow META REFRESH Allow scripting of Internet Explorer web browser control Allow script-initiated windows without size or position constraints Allow webpages to use restricted protocols for active content Allow webpages to open windows without address or status bars Display mixed content Disable Disable Prompt Prompt Client Requirements 14

15 Don t prompt for client certificate selection when no certificates or only one certificate exists Drag and drop or copy and paste files Include local directory path when uploading files to a server Disable Installation of desktop items Launching applications and unsafe files Launching programs and files in an IFRAME Navigate sub-frames across different domains Open files based on content, not file extension Software channel permissions Submit non-encrypted form data Use Phishing filter Prompt Prompt Disable Medium Safety Use Pop-up blocker Pop-up blocker must be disabled for Xpert.NET Userdata persistence Websites in less privileged web content zone can navigate into this zone Prompt Scripting Recommendation Comment Active Scripting Allow Programmatic clipboard access Allow status bar updates via script Allow websites to prompt for information using scripted windows Scripting of Java-Applets Java VM Recommendation Comment Client Requirements 15

16 Java permissions Medium Safety User Authentication Recommendation Comment Logon Automatic logon with current user name and password for Single-Sign-On 3.3 Reporting Services (Client-Side Printing) The Reporting Services offer the option to print reports on the local client. For this purpose, an ActiveX control is used, which has been signed digitally by Microsoft. The control is called RSClientPrint. If you have configured your Internet Explorer options as described above, the question whether you want to download and install the control device will appear when you open a report for the first time. Confirm this message with OK or Yes. Moreover, the two options Script ActiveX controls marked save for scripting and Run ActiveX controls and plug-ins must not be deactivated. You can find further information via the following link: US/library/ms aspx 3.4 Opening EML Files in Outlook 2007 If a file attachment is imported via Mail2Ticket and if it is a *.msg file, it will not be saved as a MSG, but as an EML file, because access to MSG files is not available in OWA (Outlook Web App). In order to enable opening EML files with Outlook 2007, the registry must be adjusted on the client. Open the registry editor and navigate to HKEY\_CLASSES_ROOT\Microsoft Internet Mail Message\shell\open\command. Modify the default value referring to Outlook Express. Specify %ProgramFiles%\Microsoft Office\Office12\OUTLOOK.EXE /eml %1 (including the quotation marks) as a path. Client Requirements 16

17 4 Appendix The following appendix illustrates various alternatives for installing Xpert.NET. The options here range from single server installations to multi-server environments with separate database, application, and web servers. The variant implemented in the end solely depends on a possibly already existing environment. For example, if a database cluster is already used for other applications and is to be used for the Xpert.NET databases as well, the first requirement for a distributed server environment has already been created. The choice of configuration also depends on the ticket quantity, the number of users, and various other factors. First and foremost, questions of performance play a major role here. Appendix 17

18 4.1 Single Server Figure 4.1 Appendix 18

19 4.2 External Database Server Figure 4.2: Appendix 19

20 4.3 External Web Server Figure 4.3 Appendix 20

21 4.4 Three Server Environment Figure 4.4 Appendix 21

22 4.5 High Performance Server Environment Figure 4.5: Appendix 22

23 5 Statistics and Change Management 5.1 Statistics Created by Maik Wisatzke Creation date Doc-ID DOC Version Status Released Replaces version Release date Valid from Immediately Valid until Cancellation Document name System Requirements _EN 5.2 Change Control Version Date Executed by Comment Maik Wisatzke Changes for version Leonard Ader Changes for version Leonard Ader Requirements updated Leonard Ader Requirements updated Statistics and Change Management 23

24 Copyright c 2014 isonet ag, Engineering und Beratung, Zürich This document is intellectual property of isonet AG and protected by copyright. It must not be saved, copied, duplicated, or passed on photo mechanically, digitally, or through any other means. Nor must it be used for the execution of projects. The companies directly addressed in this project have the right to use this document for their purposes exclusively within the scope of this offer.

QuestionPoint chat The Guide to IE browser setup Last updated: 2009 June 23

QuestionPoint chat The Guide to IE browser setup Last updated: 2009 June 23 This guide provides a procedure for initially configuring your Internet Explorer (IE) browser to use Flash Chat. Note: If you