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HelpDesk & HelpDesk Internet Edition 6.4 Technical Specification Guidelines Hardware and software specifications ................................................. 3 Technical information on MSDE .................................................................. 5 Issue Date: 15/04/03 Page 2 Hardware and software specifications The table on the next page gives recommended minimum hardware and software specifications for use with HelpDesk 6.4 and HelpDesk Internet Edition 6.4. The information is accurate for this release only. Please read the notes below in conjunction with the table overleaf. Important Notes: The term “recommended minimum”, in the context of this document, means that Touchpaper have tested this released version of the product against these specifications. HelpDesk may work with lower specifications but it is best to aim for the maximum you can afford. Performance may be influenced by factors other than the specification of the servers and clients. For example, the level of network traffic, LAN/WAN configuration and the chosen configuration of the Touchpaper products themselves. Furthermore, co-existence with other applications and / or databases may cause unwanted performance issues. For this reason, Touchpaper does not guarantee response times or overall system performance based on the information contained within this document. In the case of large network infrastructures or very specific requirements a detailed survey should be taken and discussed with a Touchpaper Account Manager or Project Manager. The running of Touchpaper AQuire with HelpDesk does not change the information supplied within this document. Technical specifications for LANDesk can be obtained from Intel or contact your Touchpaper Account Manager or Project Manager. All examples assume dedicated Touchpaper Application, Database and Web Servers. All examples assume a Windows environment for the Database Server. For information on other platforms supported by Oracle please contact your Oracle supplier. Issue Date: 15/04/03 Page 3 Minimum recommended hardware and software specification Entry-level system Mid-level system High-level system MSDE 2000 Licenses: up to 10 client & end-users SQL Server 2000 or Oracle 8i Licenses: 10 to 50 client & end-users SQL Server 2000 or Oracle 8i Licenses: 50+ client & end-users Application server Database server Web server Client PC Application server Database server Web server Client PC Application server Database server Web server Client PC Pentium III 600 Pentium III 600 Pentium III 600 Pentium III 400 Pentium III 600 Pentium III 600 Pentium III 600 Pentium III 500 Pentium III 600 Pentium III 800 Pentium III 600 Pentium III 500 Memory (MB) 256 512 128 128 256 512 256 128 256 1 (GB) 256 128 Storage (GB) 20 40 10 8 20 80 20 8 20 100 20 8 Processor Operating system Windows 2000 Server 1 Web software 1 Windows 2000 Professional 1 IIS 5.0 IE 6.0 Windows 2000 Server 1 Windows 2000 Professional Workstation 1 IIS 5.0 IE 6.0 Windows 2000 Server 1 Windows 2000 Professional 1 IIS 5.0 IE 6.0 with SP2 and SP2 Security Patch Release 1 (SP2SPR1) Issue Date: 15/04/03 Page 4 Technical information on MSDE What is MSDE? The SQL Server 2000 Desktop Engine (MSDE 2000) is a data engine built and based on core SQL Server technology. Microsoft developed this cut down version of SQL Server for embedding into applications and is designed to run in the background so does not have its own user interface or tools. The MSDE database may be independently queried by using MS Excel, MS Query, MS Access or a reporting tool such as Crystal Reports. Database modifications are achieved via the HelpDesk Designer tool. If any further database administration is required than Microsoft Enterprise Manager (provided with SQL Server) or MS Access will provide the required management tools. How scalable is MSDE? MSDE has been designed for use with small systems. Based on information from Microsoft, Touchpaper recommends the following sizing limits: Up to 10 concurrent HelpDesk users. Although more concurrent connections can be made you may experience performance degradation. Please note that Crystal Reports, AQuire, Real Time Reporter, HelpDesk Internet Edition and Monitor will further load connections to the MSDE database. Database storage limit is 2GB. This is per database, meaning you can install multiple instances of MSDE each running a database up to 2GB in size. The 2GB is based on approximately 50,000 calls (reduce this calls figure if your calls typically contain multiple assignments, action tracks, call notes and control points). For a system that grows beyond the above connections and storage limitations, Touchpaper would recommend upgrading to MS SQL Server 2000. If your organisation has in-house Oracle expertise you may decide to migrate your MSDE database to Oracle instead. If you have any questions regarding upgrading or migrating your MSDE database please contact your Account Manager in the first instance. Note: For systems of up to 10 concurrent HelpDesk users Touchpaper recommend you use the supplied MSDE database system for the following reasons: Ease and speed of installation. For example, no need for your Oracle DBA to create a new database and migrate from MSDE. Reduced costs. MSDE is included in the price of your HelpDesk system. Ease of support for your database from Touchpaper. MSDE vs. Sybase SQL Anywhere Sybase SQL Anywhere was the default database shipped with HelpDesk version 5.x and as such continues to be a supported platform. For new HelpDesk 6.x customers with small-scale systems Touchpaper would recommend MSDE over Sybase SQL Anywhere for the following reasons: MSDE is… a more up-to-date database design easier to scale upwards (directly scalable to MS SQL Server) more compact comparable on performance Note: For customers who are currently running HelpDesk 6.x on Sybase SQL Anywhere Touchpaper recommend upgrading to MS SQL Server 2000 if your HelpDesk concurrent users exceed 10 and/or you are experiencing degradation in performance. However, please discuss any intention to upgrade your database system with your Account Manager in the first instance. Issue Date: 15/04/03 Page 5 MSDE Authentication MSDE 2000 defaults to Windows instead of mixed authentication. If you leave it at this default, you will get an error when trying to attach the database. If you have the relevant SQL tools you can change this to mixed authentication on the server. Otherwise, you will need to setup ODBC to use NT windows Authentication. Issue Date: 15/04/03 Page 6 Legal Notice Information in this manual is subject to change without notice and does not represent a commitment on the part of Touchpaper Software plc. The software and/or databases described are furnished under a license agreement or nondisclosure agreement. The software may be used or copied only in accordance with the terms of the agreement. No part of this manual may be copied, photocopied, reproduced, translated, or reduced to any electronic medium or machine-readable form, except with the express written consent of Touchpaper. Copyright 2003 of: Touchpaper Software plc, Dukes Court, Duke Street, Woking, Surrey GU21 5RT ENGLAND For further information contact: [email protected] All rights reserved. First edition printed 2003. Printed in UK. Touchpaper, HelpDesk, AQuire, Hot Topics, Theme Designer, ActionTracks, Designer, DesignerPlus, EnVisage, Ticker and InfoMine are either trademarks or registered trademarks of Touchpaper Software plc. Microsoft, Windows, the Windows logo, Windows NT, Windows 2000, Windows XP, BackOffice, the BackOffice logo, and SQL Server are either registered trademarks or trademarks of Microsoft Corporation. Oracle is a registered trademark of the Oracle Corporation. All other product names are either registered trademarks or trademarks of their respective owners. Document Number 6031/TEC/054 Issue 4.0 Issue Date: 15/04/03 Page 7