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Overview
ProblemTracker requires that a supported web server, database drivers, and (optionally) SQL Server or Oracle software is installed prior to running the ProblemTracker Setup (installation) program. Most or all of this software may already be installed. The sections below describe what is required, how to verify that the appropriate software is installed, and how to download and install the software, if necessary.
Web Server Software
Microsoft Internet Information Server (IIS) version 4.0, 5.0, and 6.0 are supported for use with ProblemTracker. Please scroll down to the appropriate section for information on how to install the IIS web server and associated software on your web server machine (or verify that it has already been installed).
IIS 6.0 (Windows Server 2003)
Microsoft Internet Information Server 6.0 is not installed by default. If it has been installed, the following item
should be in your Start menu.
Start->Administrative Tools->Internet Information Services (IIS) Manager
If IIS 6.0 has not been installed, you can install it by running
Add/Remove Programs from the Control Panel. After
starting Add/Remove programs,
click on the Add/Remove Windows Components box, click on
the box for "Application Server" and click Details. Check the box for
Internet Information Services (IIS), then click Details.
If you would like to install the minimum necessary components,
select Common Files, Internet Information Services Manager, and
World Wide Web Service. Click OK twice, click Next to
install the selected components, then click Finish to complete the operation.
ProblemTracker uses Java to send and receive email messages (from the web server machine on which ProblemTracker is installed). As such, it is required that either the Sun Java Runtime Environment (JRE) version 1.3.1 (or greater) or Microsoft Java Virtual Machine (JVM) is installed on the ProblemTracker server. As Microsoft plans to discontinue support of its version of Java, Sun Java is recommended and can be downloaded from the Sun Java web site (click the Get It Now button on the site).
IIS 5.0 (Windows 2000 Server)
Microsoft Internet Information Server 5.0 is probably already installed
on your Windows 2000 Server machine. If installed, the following item
should be in your start menu.
Start->Programs->Administrative Tools->Internet Services Manager
If IIS 5.0 is not installed, you can add it by running
Add/Remove Programs in the Control Panel. After starting Add/Remove programs,
click on the Add/Remove Windows Components box, then check Internet Information
Services (IIS) in the wizard display that appears. If you would like to install
the minimum necessary components,
select Internet Information Services and click Details. Then select Common,
Internet Information Services Snap-In (a tool used to configure your web server) and
World Wide Web Server (the web server) and click OK (you do not need "Internet
Services Manager (HTML)"). Then click Next to install IIS 5.0.
As ProblemTracker requires JScript 5.5 or greater, you may also need to install the Windows Script 5.5 (or greater) engine. If you have already installed Internet Explorer 5.5 (or greater) on your web server machine, you already have Windows Script 5.5 (or greater) installed. Otherwise, please install/upgrade to Internet Explorer 5.5 (or greater) or browse to the Windows Script Download page, download and install the Microsoft Windows Script Engine (version 5.5 or greater).
ProblemTracker uses Java to send and receive email messages (from the web server machine on which ProblemTracker is installed). As such, it is required that either the Sun Java Runtime Environment (JRE) version 1.3.1 (or greater) or Microsoft Java Virtual Machine (JVM) is installed on the ProblemTracker server. If you are either currently using or have upgraded from Windows 2000 Server Service Pack 3 or earlier (and Internet Explorer is installed on the machine), then the Microsoft JVM is already installed. If your first installation of Windows 2000 Server included Service Pack 4 or if you've never installed Internet Explorer, you may not have the Microsoft JVM installed. On Windows 2000 you can either use the Microsoft JVM or Sun Java (JRE). The ProblemTracker installation program will determine which version is installed and use it (or if both are installed, it will allow you to select which one ProblemTracker should use). If you don't have Java installed, you can download Sun Java from the Sun Java web site (click the Get It Now button on the site). As Microsoft plans to discontinue support of its version of Java, you can no longer download the Microsoft JVM from Microsoft.
If you are planning to use multinational workgroups (UTF-8 character set for support of languages other than western European), you must have the Q294831 IIS 5.0 hot fix installed. If you have installed Windows 2000 Service Pack 3 or 4, then this hot fix is already on your server. Otherwise (if you are using SP2 or earlier), please browse to the IIS 5.0 UTF-8 Encode Hot Fix page, download, and install the hot fix.
IIS 4.0 (Windows NT Server 4.0)
Note: We strongly recommend that you do not install ProblemTracker on Windows NT Server 4.0. Microsoft has discontinued security fixes and support for Windows NT Server 4.0. Additionally, ProblemTracker 6.0 will not include support for Windows NT Server 4.0 as a web server platform.
Microsoft Internet Information Server 4.0
may already be installed on your Windows NT Server 4.0 machine.
If installed, the following item should be in your start menu.
Start->Programs->Windows NT 4.0 Option Pack->Internet Information Server
(if using NT 4.0 Server)
If IIS 4.0 is not installed, you can install it from the NT 4.0 Option Pack available directly from Microsoft. Please follow the instructions provided with the Windows NT 4.0 Option Pack to install the IIS 4.0 web server. When installing the Option Pack, please make sure the "Internet Service Manager" and "World Wide Web Server" components are installed. These components are set to install if the default installation parameters are accepted. After installing, please reinstall the NT 4.0 Service Pack which you are using to apply the latest IIS fixes to your Option Pack installation. NT 4.0 Service Pack 6a (or greater) is required for use with ProblemTracker.
As ProblemTracker requires JScript 5.5 or greater, you may also need to install the Windows Script 5.5 (or greater) engine. If you have already installed Internet Explorer 5.5 (or greater) on your web server machine, you already have Windows Script 5.5 (or greater) installed. Otherwise, please install/upgrade to Internet Explorer 5.5 (or greater) or browse to the Windows Script Download page, download and install the Microsoft Windows Script Engine (version 5.5 or greater).
ProblemTracker uses Java to send and receive email messages (from the web server machine on which ProblemTracker is installed). As such, it is required that the Microsoft Java Virtual Machine (JVM) is installed on the ProblemTracker server (ProblemTracker does not support the use of Sun Java on Windows NT 4.0 Server). The Microsoft JVM is installed along with Internet Explorer, so it should already be on your server machine.
Database Driver Software on Web Server Machine
ProblemTracker requires Microsoft Data Access Components (MDAC) 2.5 or greater and JET 4.0 Service Pack 5 (JET 4.0 SP5) or greater on the web server machine on which you are going to install ProblemTracker (this is true even if you are going to use SQL Server or Oracle for your workgroup database(s)). If you are using SQL Server (7.0 or 2000) or Oracle (8i or 9i), you will also need to install additional (client) software described in detail below on the web server machine.
MDAC 2.5
If you are using Windows Server 2003 or Windows 2000, then MDAC 2.5 or greater is already installed.
Otherwise, you should check the MDAC version on your machine by running
regedit (Start->Run..., enter regedit.exe) and check the "FullInstallVer"
value under the key
HKEY_LOCAL_MACHINE\Software\Microsoft\DataAccess. It should be 2.50.x or greater.
If it is not, then you should download and install MDAC 2.5 or greater
(we recommend MDAC 2.5 Service Pack 2) from the
Microsoft
MDAC Downloads page.
JET 4.0 Service Pack 5 or Greater
If you are using Windows Server 2003 or Windows 2000 Server Service Pack 2 (SP2) or greater,
then you already have JET 4.0 Service Pack 5 installed. You can also verify whether
you have JET 4.0 SP5, by finding the file msjetoledb40.dll (typically in C:\Windows\System32)
in Windows Explorer, right-clicking on the file, selecting Properties, clicking on
the Version tab and verifying that the File Version is 4.00.4331.4 or greater.
If you do not have JET 4.0 SP5 (or greater) or are not sure you have it, you should
download and install JET SP5 from the
JET 4.0
Service Pack Download page. After installing the JET service pack, please be sure to reboot
your machine before attempting to install ProblemTracker.
SQL Server (7.0 and 2000)
Note: We recommend that you do not use SQL Server 7.0 with new ProblemTracker installations
as Microsoft is planning to discontinue Mainstream Support for SQL Server 7.0 at the end of 2005.
Please use SQL Server 2000 with new ProblemTracker installations.
If you are using SQL Server 7.0 or SQL Server 2000 as your database server
for one or more ProblemTracker workgroups and SQL Server is not already
installed on the web server (ProblemTracker will be connecting to a remote
SQL Server system), you must have the SQL Server client connectivity software
(e.g. SQL Server client drivers, SQL Server Client Network Utility, etc.)
installed on the web server machine. Some information on installing this
software is included in Microsoft Knowledge Base article
Q303747.
Please consult the SQL Server documentation or contact Microsoft Technical Support
for further information on installing the SQL Server client software.
Note: If SQL Server is installed on a different machine than ProblemTracker
(it is not installed on the web server machine), you must ensure that (a) there is
no firewall software or hardware that prohibits a TCP/IP connection from the web
server to the database server and (b) the client software configuration (in
the SQL Server Client Network Utility) for the
TCP port matches that of the server (by default port 1433 is used; however,
unless you have just installed the software, someone may have changed the default
configuration at the server and/or the client).
Oracle Database 8i
Note: We strongly recommend that you do not use Oracle Database 8i with new ProblemTracker installations
as Oracle has discontinued Error Correction Support for 8i (see Note 120607.1 and Note 148054.1
in Oracle Metalink for further information on 8i desupport).
If you are using Oracle 8i as your database server for one or more ProblemTracker
workgroups,
you must have the Oracle Client software installed on the web server machine.
The Oracle Client software must be version 8.1.7.4.1 (8i Release 3 plus patch set 2376472)
or greater.
Additionally, you must update the Oracle Provider for OLE DB (installed with the Oracle Client)
to version 8.1.7.3.2 by applying patch set 2110608 (8.1.7.3.0) followed
by patch set 2400421 (8.1.7.3.2). Simply updating the Oracle Client software using
the 8.1.7.4.x patch set will not update the Oracle Provider for OLE DB which is used
by ProblemTracker.
The bug fixes to the Oracle Provider for OLE DB included in patch sets 2400421
and 2110608 are required for ProblemTracker to function properly.
Browse to Oracle Metalink or contact Oracle Technical Support
for further details on
how to download and install patch sets 2376472, 2110608, and 2400421 (or to check for
newer/updated patch sets).
As of the publication of this document, 8.1.7.4 is the terminal release of the Oracle 8i
Database (client and server) and 8.1.7.3.2 is the terminal release of the Oracle (8i)
Provider for OLE DB (which is included with the Oracle Client, but updated/patched
separately). Oracle 8i Release 2 and Oracle 8i Release 1 are not supported for use
with ProblemTracker
(see desupport notices on Oracle Metalink
for Oracle desupport dates for each of these releases).
Oracle Database 9i
If you are using Oracle 9i as your database server for ProblemTracker,
you must have the Oracle Client software installed on the web server machine.
The Oracle Client software must be version 9.2.0.4.0 (9i Release 2 plus patch set 3095277)
or greater.
Additionally, you must update the Oracle Provider for OLE DB (installed with the Oracle Client)
to version 9.2.0.4.0 by applying patch set 3262468 (9.2.0.4.0).
Simply updating the Oracle Client software using the 9.2.0.4.x patch set will not
update the Oracle Provider for OLE DB which is used by ProblemTracker.
The bug fixes to the Oracle Provider for OLE DB included in patch set 3262468
are required for ProblemTracker to function properly.
Browse to Oracle Metalink or
contact Oracle Technical Support for further details on
how to download and install patch sets 3095277 and 3262468 (or to check for
newer/updated patch sets).
Oracle 9i Release 1 is not supported for use with ProblemTracker (see the
desupport notice on Oracle Metalink
for Oracle desupport dates for 9i Release 1).
Oracle Database 10g
If you are using Oracle 10g as your database server for ProblemTracker,
you must have the Oracle Database 10g Client software installed on the web server machine.
The Oracle Client software must be version 10.1.0.2 or greater.
Browse to Oracle Metalink or
contact Oracle Technical Support for further details on
how to install Oracle Database 10g software.
Database Server Software
If you plan to use Microsoft Access as your database, you don't need to install any software. The Access drivers that ProblemTracker uses are included with MDAC, so you have completed preparation for installing ProblemTracker. For information on maintenance of your Access database(s), please review the Database Administration section of the Workgroup Management Guide.
SQL Server 7.0 and 2000
If you plan to use Microsoft SQL Server as your database, you need to install
this prior to installing ProblemTracker. It should either be installed on
the web server machine which you plan to use for ProblemTracker or on a
machine that can be accessed over the network from the web server machine
(via TCP/IP).
It is generally easier to configure if it is installed on the web server
machine (no possible firewall or network issues); however, a remote database
may have better performance (because it won't use resources on your web server
machine, although, that must be weighed against network delays in communicating
with the database server machine).
After you install SQL Server and prior to installing ProblemTracker, you must
configure it to use SQL Server Authentication. This type of authentication is used by
ProblemTracker when communicating with SQL Server. Instructions on how to
do this are below.
Oracle Database 8i, 9i, or 10g
If you plan to use Oracle as your database, you need to install
this prior to installing ProblemTracker. It should either be installed on
the web server machine which you plan to use for ProblemTracker or on a
machine that can be accessed over the network from the web server machine
(via TCP/IP). It is generally easier to configure if it is installed on the web
server machine (no possible firewall or network issues, no need to update the client
configuration with each new database name); however, a remote database
may have better performance (because it won't use resources
on your web server machine, although, that must be weighed against network delays
in communicating with the database server machine). If you are using Oracle Database 8i,
you must be using version 8.1.7.4 (8i Release 3 plus patch set 2376472) or greater
on the server. Oracle 8i Release 1 and Oracle 8i Release 2 are not supported.
If you are using Oracle Database 9i, you must be using version 9.2.0.4
(9i Release 2 plus patch set 3095277) or greater. Oracle 9i Release 1 is not supported.
If you are using Oracle Database 10g, you must be using version 10.1.0.2 or greater.
Please browse to Oracle Metalink or contact
Oracle Technical Support for further details on how to download and install patch
set 2376472 or patch set 3095277 (or to check for newer/updated patch sets).
SQL Server and Oracle
After you have installed ProblemTracker, please schedule regular SQL Server or Oracle
backups of your ProblemTracker database(s). Unlike a standard windows application
(or Microsoft Access database file), SQL Server and Oracle database files are not
standard files and can not be backed up by a simple file copy or simple file
backup to tape. If you do not schedule backups via SQL Server, Oracle or via backup
software that connects with SQL Server / Oracle to perform a backup,
you will not be able to restore your data in the event of a hard disk failure
or other hardware/software failure.
Please consult your SQL Server / Oracle manuals for directions on how to backup
your database. Please review the
Database Administration
section of this Help document for details on the name(s) of the ProblemTracker
database(s).
If you are uncomfortable with these procedures we would strongly recommend that
you use Microsoft Access as your database. A simple file backup will work and, while
a lot of factors can affect performance, if you are using
a server with our recommended hardware configuration, an Access
database should be able to handle five thousand problem records
per ProblemTracker workgroup (perhaps more if you have a newer server).
Anti-Virus Software
Temporarily disable any anti-virus software while you run the installation program and perform configuration steps in the Workgroup Management System (WMS). This is recommended so that your anti-virus software will not prevent the installation program or WMS from performing operations such as copying files, running scripts, configuring your web server, setting file permissions and registry entries. Your anti-virus software can be reactivated safely after you have completed the installation steps and any necessary WMS configuration.
NetResults ProblemTracker
