Prepare for Service

In this article

    A typical first time installation of SuperOffice Customer Service on Windows 2012 server using IIS web server and Microsoft SQL server 2014. There is no client install necessary outside of a supported web client like Internet Explorer, as this is a web based application.

    We assume you have already run the general SuperOffice CRM server setup to create a database primed with necessary startup data in the language of your choice.

    You need to have a working SuperOffice Web Services installation before you proceed with the installation of Customer Service as ejTermsetup.exe requires it. Both Customer Service and SuperOffice Web Services must be of the same version and run on the same domain from our release 8.1

    Domain name

    A domain name like “socrm.myorganization.com” must be created and registered in the DNS for SuperOffice Customer Service and CRM Web to be able to run.

    E-mail server

    SuperOffice Customer Service requires access to a e-mail server in order to work, using either POP3 or IMAP to retrieve e-mails, and SMTP to send e-mails. MAPI can also be used (Exchange), but requires additional licenses. Any e-mail account on Exchange servers can be configured to use POP3/IMAP instead of the standard MAPI protocol.
    It is important that the e-mail server allows “relaying”, allowing SuperOffice Customer Service to send e-mail “outside” the domain. Please be sure that any firewalls must be configured to allow this type of communication.

    Where on the network should SuperOffice Service be located?

    For security reasons, the SuperOffice Customer Service solution, like all other Internet-connected servers, should be placed in a DMZ (demilitarised zone) or Secure Server Net. A DMZ is a zone in the firewall which is protected against breaches from the outside and inside of the firewall. As long as the solution is on the same LAN as the e-mail server, no configurations in the Firewall is necessary. If there are a firewalls between SuperOffice Customer Service and the e-mail server, the firewall must be configured as described below.

    Netserver: SuperOffice Service supports only http connection to Netserver. If you are running all servers only on https, you need to setup an extra Netserver available on http to be used by Service.

    Module: SuperOffice Customer Service Customer Centre

    In order to provide the SuperOffice Customer Center on the Internet, the server must be reached by external users by http or https. The firewall must be configured to handle http/https requests from the “outside” to the SuperOffice Customer Service server.


    Configuration of firewalls (if e-mail server is on separate LAN as SuperOffice Customer Service)

    a) The port(s) for retrieving e-mail by the protocols POP3/IMAP must be opened
    b) The port(s) for sending e-mail by the protocol SMTP must be opened
    c) If the ports cannot be opened for security reasons, the alternative is to install a new e-mail server on the same LAN or server as SuperOffice Customer Service, and forward incoming e-mail from original e-mail server to this one. All e-mail accounts that are supposed to be handled by SuperOffice Customer Service must be created, and in the setup of e-mail accounts in SuperOffice Customer Service must be set up to add the original 

    Setup ODBC

    Even though we now have a common database, there are still Customer Services entities that Netserver is not aware of. Thus, we still need a ODBC data source to connect to the database.

    In MSSQL, create a user, which has dbowner access (and not sysadmin access) to the database. Make sure that the “CRM7 schema or the database schema your database is set up with, is set for this user on the database.

     How to set up ODBC

     

    Choose Datasources (ODBC) from Administrative Tools on control panel. If you are running in a 64 bit environment, you have to use the 32 bit version of the ODBC manager (for example: C:\Windows\SysWOW64\odbcad32.exe)

    Click add under System DSN, choose SQL server in the list and click finish

    Choose a name and select the SQL Server containing the SuperOffice CRM database.

    Choose With SQL Authentication and enter the Login ID and password you created when setting up the database user. Click next

    Change the Default Database to the one you created and click next, now click finish