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 or 5.0 and Microsoft NT 4.0 Personal Web Server (also known as IIS 4.0 when installed on NT 4.0 Workstation) are supported for use with ProblemTracker. If you are using IIS on Windows NT, you may need to install an update to your Windows Script (JScript) software (see below). This update is not required if you are using Windows 2000.
IIS 5.0 on 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 the web server is not installed, you can add it using 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.
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, 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. This hot fix does not apply to IIS 4.0 (as IIS 4.0 does not support UTF-8).
IIS 4.0 on Windows NT 4.0
Microsoft Internet Information Server 4.0 (NT 4.0 Server) or the NT 4.0 Personal Web Server (NT 4.0 Workstation) may already be installed on your 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) or
Start->Programs->Windows NT 4.0 Option Pack->Personal Web Server
(if using NT 4.0 Workstation).
If the web server is not installed, it is included in the Windows 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 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 5.1 or greater, you may also need to install the Windows Script 5.1 (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 do the following. Browse to the Windows Script Download page. We recommend that you download version 5.5 (and the rest of this paragraph assumes version 5.5). If you are using US English as your locale, scroll to the bottom and click on the scr55en.exe (US English NT 4.0 version) to download the self-extracting .exe file. If you are using another language, click on the appropriate language on the left, scroll down to the bottom and click scr55*.exe to download. To install, double-click the .exe file from Windows Explorer.
Database Driver Software on Web Server Machine
ProblemTracker requires Microsoft Data Access Components (MDAC) 2.5 or greater, JET 4.0 Service Pack 5 (JET 4.0 SP5) or greater, and, if you are using Oracle 8i or 9i as your database, the Oracle 8i or 9i client drivers installed on the web server machine on which you are going to install ProblemTracker.
If you are using 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 Universal Data Access page.
JET 4.0 Service Pack 5 or Greater
If you have installed Windows 2000 Service Pack 2 (SP2), then you already have JET 4.0 Service Pack 5 installed. You can also verify whether or not 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 SP5 Download page. After installing the JET service pack, please be sure to reboot your machine before attempting to install ProblemTracker.
Oracle 8i or 9i
If you are using Oracle 8i or 9i as your database for ProblemTracker and you do not have your Oracle 8i or 9i server installed on the same machine as the web server you intend to use for ProblemTracker, then you need to install the Oracle 8i or 9i Client for Microsoft Windows on the web server machine. You should install either Oracle8i Client Release 2 (8.1.6), Oracle8i Client Release 3 (8.1.7), or Oracle 9i. However, you can still connect to a Oracle8i Release 1 (8.1.5) database server with Oracle 8i Client Release 2 or 3 installed. On the client (web server) we use the Oracle OLEDB driver which was not available in Oracle8i Client Release 1 (8.1.5).
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 this Help document.
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 8i or 9i
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). Currently Oracle 8i Database Release 1, 2, and 3 (8.1.5, 8.1.6, and 8.1.7) or Oracle 9i are supported as the server. However, you must use at least Oracle 8i Release 2 if your database server is on the same machine as ProblemTracker (as ProblemTracker requires client drivers from Oracle 8i Release 2 or greater).
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).
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.