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iService Technical Guide

Navigation: Installation And Upgrades

Initial Installation

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You must have administrator access to the servers on which you will be installing iService. You will also need the SQL user that has the create database permission to create the iService database. For security purposes, it is best to have a new SQL account created by your DBA for this purpose rather than use the default SA user account shipped with SQL Server. This installation guide assumes you have already installed MS SQL Server on your database server, and MS IIS on your web server.

 

Server Settings

The iService Web Application must be installed on a Windows Server running IIS 8 or newer.  We recommend enabling websockets on your server. See https://www.iis.net/configreference/system.webserver/websocket.

 

The web server must have the .NET 4.6.1 or higher run-time package installed (If it is not preset during installation, iService will automatically download and install it during the setup process). The Web Application pool used by iService needs to be set to use .NET CLR 4.0.

oIf you are using Windows Server 2012, you must add support for .woff2 to your website manually by adding it to the MIME types at the Server Level for IIS.  

You can use the IIS command line tool appcmd to add it as shown below:

 

c:\windows\system32\inetsrv\appcmd

             set config /

             section:staticContent /+

                         "[fileExtension=' .woff2 ',mimeType=' application/font-woff2']"

 

The iService Mail Popper Service should be installed on a Windows 2012 or newer Windows Server, and also requires that the .NET 4.6.1 or higher run-time package be installed.  

 

The Master and Tenant databases require a SQL Server 2012 or newer database server.  Installation requirements for SQL Server are outside the scope of this document.  The server must be configured to allow Windows and SQL Server Authentication. This is because you will create a SQL Server User that the iService web services and mail popper will use to access the iService database.  It is recommended that you install the SQL Server Reporting Services (SSRS) when you setup your SQL server (assuming SQL Server 2016 or newer) as this is the engine that iService Reporting will utilize. For best security practices, it is recommended to run SSRS on a separate server from your actual iService database. If you are using a version of SQL Server prior to 2016, you must download the SSRS 2016 installer for reports.

 

When determining what servers to use for the installation of each component, keep in mind the following requirements:

The Web Server must be reachable by your agents and must be able to open a network connection to your SQL server.  This server must also be able to access the outgoing mail server via SMTP for delivery of agent responses.  If you plan on utilizing Secure Messaging to your customers or the Knowledge Base, your customers will also need to be able see web pages served by this server.

The iService Mail Popper Service must be able to access the mail server where incoming messages may be retrieved via POP3 or IMAP (secure POP and IMAP are supported and recommended). This server must also be able to access the outgoing mail server via SMTP for delivery of agent and alert notifications.  These services must also be able to open a network connection to your SQL server.

The SQL server must be reachable by both the Web server and the Mail Popper Service.