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Vega 6.4 Supported Platforms Contents and purpose How to use this guide ……………………………………………………………………………………3 Changes for this release ………………………………………………………………………………. 3 Important Notice ………………………………………………………………………………………… 3 Table 1 – Product v Operating System (Server and Client) Which products are supported with your chosen operating system. Table 2 Product v Database Which versions of databases are supported with your products. Table 3 Database v Operating System (Server and Client) Which versions of databases are supported with your chosen operating system. Table 4 Supported Database Drivers Which versions of drivers are supported with the supported databases. Table 5 Supported Web Browsers and Servers Which versions of Web Browser and Servers are supported with this Vega release. Table 6 Supported Applications that integrate with HelpDesk Which versions of Third Party Applications integrate with this Vega release. Table 7 Summary of Exceptions by Product What are the exceptions for each product in the Vega suite. Symbols Touchpaper Product Third Party Application Information – clarification or more details Exception – what is not supported Database Operating System Database Driver Web Browser Web Server Issue Date: 22/08/03 Page 2 How to use this guide This document covers the complete Vega product suite, namely: HelpDesk (including Password Reset and Command Line Interface) HelpDesk Internet Edition ChangeManager ChangeManager Connect DesignerPlus SurveyCenter Touchpaper Services NMS Integration AQuire (including SupportMe) AUtoserve Query Tool Business Reporting Novell Integration The first six tables apply to all of the above products, with exceptions, which are indicated in two ways: 1) As footnotes to the tables 2) In exception summaries, by product, in the sixth table The final table summarises the exceptions from the previous tables, by product. Changes for this release Throughout this document, changes, additions or clarifications for this release are marked in bold blue. Newly supported LANDesk 7.0 Office XP (including Outlook 2002), except with Outlook Integration No longer supported Windows 98 Netscape 4.79 Issue Date: 22/08/03 Page 3 Table 1 – Product v Operating System (Server and Client) Operating System Product HelpDesk DesignerPlus Touchpaper Services SupportMe NMS Integration AQuire 2.0 ChangeManager NT 2000 XP SurveyCenter Password Reset Command Line Interface Query Tool Business Reporting AUtoserve The web site used by SurveyCenter cannot run on NT, as it needs IIS5 or greater. This refers to the main AUtoserve application. AUtoserve’s distributed components and monitors can also run on many non-Windows platforms, including VMS, IBM and Unix. Issue Date: 22/08/03 Page 4 Table 2 – HelpDesk HelpDesk Internet Edition Product ChangeManager (Windows) AQuire 2.0 AUtoserve ChangeManager Connect DesignerPlus Touchpaper Services SupportMe Product v Database Database SQL Anywhere MSDE SQL Server Oracle NMS Query Tool SurveyCenter Business Reporting If using SQL Anywhere, you can't run HelpDesk client/server on the same box where HDIE web service resides while HDIE is running, as there will be a database access conflict. This represents the HelpDesk database. AQuire’s internal inventory database can be MSDE SQL 7/2000, or Oracle 8.1.7. LANDesk 6.5, 6.6 and 7.0 do not work with Oracle 9i. This represents the HelpDesk database. AUtoserve’s internal inventory database can be SQL 7/2000, Oracle or Access. This represents the HelpDesk database. NMS’s internal inventory database can be MySQL, SQL 7/2000 or Access. Issue Date: 22/08/03 Page 5 Database v Operating System (Server and Client) XP 1 3 2000 Advanced Server Server Professional Terminal Services NT 4 Windows Operating System Professional Server Workstation & 3 9.2 4 Oracle 8.1.7 2000 1.0 5.5.05 5.5.04 MS SQL Server 4 6a Terminal Server 5 5 6 - Novell NetWare MSDE Operating System and driver installed on Application Server or Client PC Service Pack Sybase SQL Anywhere 2000 Database 7.0 Table 3 – running on Windows 2000 Server or Advanced Server not including ME N.B. With drivers 9.2.0.3a or 9.2.0.4 only. No earlier versions of 9i are supported. optionally including Citrix MetaFrame Issue Date: 22/08/03 Page 6 Table 4 – Database Sybase SQL Anywhere Supported Database Drivers Version Driver 5.5.04 SQA ODBC Driver 5.5.05 2000 MS SQL Server 5.05.04 1867 5.05.05 2000.80.194.00 1.0 MSDE Version SQL ODBC Driver 2000.80.194.00 7.0 3.70.0623 2000 2000.81.9031.14 Oracle 8i 8.1.7 Oracle 9i 9.2.0.3 Oracle ODBC Driver 8.1.7.8b 9.2.0.3a & 9.2.0.4 See Table 4a below for programs running under Microsoft .NET. Installed with MDAC 2.6 (SP2) – automatically installed for all platforms. Installed with MDAC 2.7 – available on HelpDesk CD if required. This is the equivalent of 9.2.0.3 with patch 2664395 (a new version sqora32.dll). This is our recommended driver for Oracle 8i. Although 8.1.7.4.0 and 8.1.7.5.0 may work, there are known Oracle issues with these drivers. However, if you are using DesignerPlus and do not have NMS integration, 8.1.7.5.0 is the preferred choice. Table 4a – .NET Data Providers Several Touchpaper Services applications now run within the Microsoft .NET Framework, which does not use Database Drivers. Instead it supplies Data Providers. There are no providers for SQL Anywhere, otherwise all databases in Table 3 are supported. Microsoft .NET Framework Product supplying Data Provider Touchpaper Services, NMS, Support Me, Query Tool 1.1.4322 Business Reporting SurveyCenter 1.0.3705 Issue Date: 22/08/03 Page 7 Table 5 – Supported Web Browsers and Servers Package Versions MS Internet Explorer 5.0 Netscape Navigator 6.2.3 MS Internet Information Server 4.0 (NT only) 5.5 6.0 (SP1) 5.0 (2000 only) Netscape does not support the following new features in HelpDesk 6.1: Integrated Login Automatic spell checking on saving calls (but does support other spell checking functionality) Display of feedback colour on Call Control Point window (from) Call – shows code instead of colour. Not supported on Netscape 4, supported on Netscape 6. Not Touchpaper Services, or anything that runs on it i.e. NMS, SupportMe, Query Tool Maintenance of SurveyCenter requires IE 6.0, however end users can use any of the above browsers. Note also that SurveyCenter needs a full install of Front Page 2002 to design surveys. Issue Date: 22/08/03 Page 8 Table 6 – Application Supported Applications that integrate with Vega Versions Mail Lotus Notes 4.6 to 4.6.2 5.0.9 – 5.0.12 MS Exchange ’97 (5.0) ’98 (5.5) SP4 2000 SP2 MS Outlook ’97 ’98 (5.5) SP4 2000 SR 1 Lotus CCMail 7 8 GroupWise 5.5.4 6 6.5 6.6 2002 Other LANDesk Novell ZENWorks for Desktops 4.0.1 Novell ConsoleOne 1.3.4 Novell eDirectory 8.7 NMS Console 6.0.5 System Management Server (SMS) 1.2 2.0 SP 2 Telephony Rostrvm v3.2 TAPI 3 Citrix MetaFrame 1.8 FR1 AFD Postcode 4.0.1 Verity 2.0 2.6 Crystal Reports 8.0 8.5 SurveyCenter needs an SMTP gateway set up on mail server. Not Outlook Integration 7.0 Not with HelpDesk Lotus mail dll (HDMail.lot). Can use HelpDesk MAPI mail dll (HDMail.mp1) Cannot run HelpDesk Monitor as a service if mail server is GroupWise. Not on Windows XP Requires MDAC 2.7 The switches and TAPI service providers tested and supported by HelpDesk are as follows: Lucent Passageway Service Provider V3.0.9 to Definity Siemens Uniclient Realtis Telephone Service Provider v 3.5 The mechanism for CLI and CTI within HelpDesk and SupportCenter is based upon the TAPI v2 or TAPI v3 interface and should work for other switches, however, due to the very specific nature of switches these will need to be proven on a case by case basis. Not on Windows XP Issue Date: 22/08/03 Page 9 Exceptions by Product Table 7 – Product / Module Exceptions AQuire 2.0 Password Reset Novell Integration None – as previous tables, without exceptions HelpDesk (excl. Monitor) HelpDesk Internet Edition If SQL Anywhere, cannot run HD on the same box where HDIE web service is running HelpDesk Monitor Cannot run as a service if mail server is GroupWise Outlook Integration MS Exchange/Outlook ’97, ’98 or 2002 LANDesk 6.5 Crystal Reports 8.0 Windows XP LANDesk 6.5, 6.6 & 7.0 Oracle 9i AUtoserve Windows XP SQL Anywhere Netscape Navigator 4.x SQL Anywhere ChangeManager Connect DesignerPlus Oracle ODBC Driver 8.1.7.8b – only use if NMS installed too, otherwise use 8.1.7.5.0 instead SurveyCenter Touchpaper Services NMS SupportMe Query Tool Business Reporting Issue Date: 22/08/03 Web site cannot run on Windows NT – needs IIS5 or greater SQL Anywhere, MSDE, Oracle Maintenance cannot be done on MS Internet Explorer 5.0 / 5.5 SQL Anywhere IE 5.0, 5.5 All ODBC drivers, use .NET Data Providers instead SQL Anywhere, MSDE, Oracle All ODBC drivers, use .NET Data Providers instead Page 10 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/053 Issue 3.4 Issue Date: 22/08/03 Page 11