v7.1 SP2 Installation and Upgrade Guide

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1 v7.1 SP2 Installation and Upgrade Guide

2 Copyright 2012 Sage Technologies Limited, publisher of this work. All rights reserved. No part of this documentation may be copied, photocopied, reproduced, translated, microfilmed, or otherwise duplicated on any medium without prior written consent of Sage Technologies Limited. Use of the software programs described herein and this documentation is subject to the End User Licence Agreement enclosed in the software package, or accepted during system sign-up. Sage, and the Sage logo are registered trademarks or trademarks of The Sage Group PLC. All other marks are trademarks or registered trademarks of their respective owners.

3 Contents Chapter 1: About This Guide 1-1 Chapter Summary 1-1 Chapter 2: System Overview 2-1 System Architecture Overview 2-1 Client Software Requirements 2-1 Cross-Browser Compatibility 2-2 Files and Applications you may need on the Client 2-2 Recommendations for Client Hardware 2-3 Recommendations for Solo Clients 2-3 Access for Mobile Users 2-3 Server Software 2-4 CRM on Vista 2-4 Database Servers 2-4 Web Servers 2-5 CRM Installations on a 64-Bit Server 2-5 Windows 2008 and IIS CRM Installations on Windows 2008 Server 2-6 Installing Microsoft SQL Server Express on Windows 2008 Server R2 2-6 CRM Installations on Windows 2008 Small Business Server 2-6 Recommendations for Server Hardware 2-7 General Recommendations 2-7 Solo Installations 2-8 Server Memory 2-8 Installations with Under 50 Users 2-8 Installations with Over 50 Users 2-8 Installations with Over 200 Users 2-8 Installations with Several Hundred Users 2-8 Test Servers 2-8 Chapter 3: Security Overview 3-1 User Authentication / Password Setup 3-1 Installation and Upgrade Guide Contents i

4 Contents Password Encryption 3-1 Password Expiry 3-1 Security Profiles and Territories 3-1 Field Security 3-2 Company Team Restrictions 3-2 Restrict Sensitive Info 3-2 Restrict Updates 3-3 Principles of a Secure Installation 3-3 Server Security 3-3 Database Security 3-3 Firewalls 3-4 Application Security 3-5 Up-to-date software 3-5 Chapter 4: Installation 4-1 Prerequisites 4-1 Running the Setup Program 4-1 Installing CRM for the First Time 4-1 Installing CRM when a Version is Already Installed 4-3 Using the License Key Update Application 4-5 Installing CRM for an Oracle Database 4-5 Install Changes for Version Apache Tomcat 4-6 Apache Tomcat Redirector 4-7 Check Tomcat Settings 4-7 New Folders in WWWRoot 4-8 Uninstalling CRM 4-8 Running the Uninstall Shield 4-8 Uninstalling Manually 4-9 Chapter 5: Server Administration 5-1 Scheduling Backup of the CRM Database 5-1 Restoration of a Backup of the CRM Database 5-1 Setting up a Database Maintenance Plan 5-2 Contents ii Sage CRM

5 Contents Why Perform Manual Backups? 5-2 Backing up the Database 5-3 Backing up the Registry 5-3 Backing Up Program Files 5-3 Chapter 6: Multi-server CRM 6-1 Installing Multi-server CRM 6-1 Prerequisites 6-1 Installation 6-1 Multi-server CRM Configuration Settings 6-2 Making Changes on a CRM Server 6-3 Load Balancing 6-3 Load Balancing Example 6-3 Chapter 7: Introduction to Upgrading 7-1 Preparing for an Upgrade 7-1 Recommended Steps in the Upgrade Process 7-2 Chapter 8: Running a Test Upgrade 8-1 Preparing for a Test Upgrade 8-1 Licensing 8-1 Software Installation 8-1 Baseline Testing 8-2 Script Customizations 8-2 Checking Phone and Table Changes 8-2 Dropped Columns 8-3 New Link Tables 8-4 Dropped Views 8-5 Running the CheckPhone Utility 8-7 Updating Customizations 8-7 Solo 8-9 Exchange Integration 8-9 Upgrading from v7.1 SP1 to v7.1 SP Migration of the Communications Details field 8-10 Installing Backups to the Test Environment 8-10 Installation and Upgrade Guide Contents iii

6 Contents Performing a Test Upgrade 8-10 Reviewing Test Upgrade Logs 8-11 Testing a Test Upgrade 8-11 Chapter 9: Upgrading Sage CRM 9-1 Preparing for a Live Upgrade 9-1 Understanding which Scripts Run During the Upgrade 9-1 Running the Upgrade Install Shield 9-2 Reviewing the Upgrade Log 9-3 Starting the CRM Indexer Service 9-4 Testing a Live Upgrade 9-4 Chapter 10: Restoring a Live Environment 10-1 Planning for Restoring a Live Environment 10-1 Re-registering the EWARE.DLL 10-1 Restoring the Database Backup 10-1 Restoring the Registry Backup 10-2 Uninstalling Services 10-2 Re-installing Services 10-3 Redirecting the Web Site 10-3 Chapter 11: Upgrading Multi-Server CRM 11-1 Preparing for Upgrading Multi-Server CRM 11-1 Multi-Server CRM Upgrade Process 11-1 Running the Install Shield on the Database Server 11-2 Running the Install Shield on a non-database Server 11-2 Chapter 12: Upgrade Checklist 12-1 Sample Upgrade Checklist 12-1 Chapter 13: Troubleshooting 13-1 View Error 13-1 Troubleshoot Redirector Errors 13-1 Contents iv Sage CRM

7 Chapter 1: About This Guide This guide is for Sage CRM System Administrators and Sage CRM Certified Consultants and is intended as an introduction to the Sage CRM system architecture and system requirements, as well as providing detailed instructions on installing or upgrading Sage CRM. Please note that while the document refers to Sage CRM, CRM, or the CRM system throughout, regional products may use different brand names. We assume that you are an experienced Sage CRM System Administrator or Certified Consultant, and are familiar with: The administration tasks covered in the Sage CRM System Administrator Guide. Backup and restoration procedures for SQL databases, or whatever database type you are working with. Chapter Summary Chapter System Overview Installation Server Administration Multi-server CRM Introduction to Upgrading Running a Test Upgrade Upgrading Sage CRM Restoring a Live Environment Upgrading Multi Server CRM Upgrade Checklist Troubleshooting Description An introduction to the system architecture and recommended client and server specifications. How to install the software using the Setup program. Backup recommendations. An introduction to CRM in a multi-server environment. Recommended steps in the upgrade process. Requirements for setting up a test environment and procedures for running a test upgrade. How to perform and test an upgrade. How to restore a live environment in the event of a failed upgrade. How to upgrade a multi-server CRM environment. A list of key milestones in the upgrade process. Troubleshooting tips. Installation and Upgrade Guide 1-1

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9 Chapter 2: System Overview In this chapter you will learn how to: Get an overview of the system architecture. Find out what software is required for CRM clients. Determine what hardware is required for CRM clients. Find out what server software is required. Run CRM on a 64-bit server. Run CRM on Windows 2008 Server. Run CRM on Windows 2008 Small Business Server. Find out what server hardware is recommended. System Architecture Overview This system is a Web-based solution that requires no separate installation on client machines. To access the system, each user must have a Web browser and IP connection to the CRM Application Server. The following diagram provides an overview of the technical architecture. System Architecture Overview Note: The Exchange Server Sync Engine can be deployed on a remote server. Please see the Exchange Integration section of the System Administrator Guide for more information. Client Software Requirements No installation is required on the PC or laptop of networked users for core CRM functions, as the Web browser is usually pre-installed. Some features of CRM, such as Document Drop, Reporting, and Classic Outlook Integration may require the installation of plug-ins and external applications. These are outlined in the next section. The following Web browser is supported: Installation and Upgrade Guide 2-1

10 Chapter 2 Microsoft Internet Explorer (7, 8 and 9) Note: If you experience performance issues with IE, it may be due to the number of HTTP connections open at any one time (for example, multiple tabs within a single browser session, one of which is CRM, with a dashboard including multiple RSS feeds). To prevent this issue affecting CRM performance, it is recommended that CRM is opened in its own browser window. Cross-Browser Compatibility The Main Menu area of Sage CRM is compatible with the following browsers: Apple Safari 5 Google Chrome (latest version) Mozilla Firefox (latest version) There are still some minor differences to look out for in the Main Menu area. The main ones are: Hot Keys the documented hot keys, such as Alt + T to create a new task from the Calendar tab are supported on IE only. The Send Using Outlook button on the New screen this is not supported in non-ie browsers There are some areas of the product which are supported in IE only. These include: The Administration menu Self Service Demo Web Site Crystal Reports Classic Dashboard Classic Outlook Integration Outlook Plug-in for Exchange Lite Outlook Plug-in (Cloud) Solo CTI Files and Applications you may need on the Client Document Plug-in: To use the Document Drop functionality. Only available when working with CRM in Internet Explorer. The first time a user encounters one of the features requiring the plug-in (for example, the My CRM Calendar page displaying the Document Drop icon), they are prompted to download a plug-in. Instructions are provided on-screen. Users must be administrators or power users of their machine to install the plug-in. Your browser must also be configured to accept plugins. Access to Document Drop can be disabled by the System Administrator from Administration and Documents Documents & Reports Configuration. Note: If you experience errors while using IE 7 in combination with the Skype plug-in, Mastermind, it is recommended that you temporarily disable the Mastermind plug-in,or upgrade Skype to the latest version.more information can be found on Skype's web site. Adobe Reader: To view CRM reports in Adobe PDF format, Adobe Reader must be installed on the client machine. The Adobe Reader can be downloaded from Adobe Flash Player: To display and/or interact with any charts in v7.1 SP2 and earlier versions of v7.1, you must have the Adobe Flash player on either the CRM server or the client machine 2-2 Sage CRM

11 Chapter 2: System Overview ideally on both for the best user experience. Flash is required on the client machine to display charts in embedded Adobe Flash format - this provides the interactive and animation element of the charts. Flash is required on the CRM server to display the charts as server-rendered bitmaps, or static images. Please refer to Interacting with Charts in the User Guide for more information. The Adobe Flash Player can be downloaded from Outlook Plug-in for Exchange Integration:Your System Administrator can roll out the Outlook plug-in for Exchange Integration by Active Directory Group Policy, or you can install it manually.to install manually, users must be administrators or power users of their machine, be running Outlook 2007 or 2010, and must have been enabled by their System Administrator to view the plug-in button. Outlook Plug-in for Classic Outlook Integration: To install CRM Outlook Integration, users download the Outlook Plug-in for Classic Outlook Integration from within CRM in the My CRM Preferences tab. Users must be administrators or power users of their machine to install the Outlook Plugin. The Outlook Plugin requires XML Parser and the.net Framework to be on the client. These are checked for during the install process and installed if not present. Note: Users are required to have either Outlook 2007 or Outlook 2010 to use Classic Outlook Integration. Sage CRM Outlook client integration is supported for accounts running on Microsoft Exchange Server MAPI or POP3. Roaming Profiles are not supported. Microsoft Office applications: The data upload feature accepts files in *.XLS or *.XLSX format, created by Microsoft Office Excel 2007 or later versions. Data Upload also accepts *.CSV files. You can save mail merge templates that you create in Microsoft Word in *.DOC, *.DOCX, *.HTM, and *.HTML formats. Microsoft Word 2007 or later, or another program that can open *.DOC, and *.DOCX files, must be installed in order to view merged documents. Recommendations for Client Hardware As the application uses a Web browser, the client hardware specification is determined by the minimum Web browser requirements for the client operating system. Recommendations for Solo Clients Recommendations for Solo Clients. A Core 2 Duo (or comparable) processor with at least 1 GB of RAM is required. 65 MB of disk space is required for the Client installation. The disk space required for the Client s filtered data will vary depending on your offline profile. Access for Mobile Users Mobile users can access the system using a dial-up connection via RAS or the Internet. They can connect to CRM as if they were at their desk, and the full functionality available to them at their desk is available to them via dial-up - the interface is exactly the same. Because CRM only delivers HTML and JavaScript to the user's Web browser, it is ideally suited to this type of usage. Any security implications can be overcome via firewall software, ensuring the integrity of data at all times, and by encrypting all data transferred. Mobile users have a choice of how to access the system. Using a dial-up connection via RAS or the Internet, they can connect to CRM as if they were at their desk. The full functionality available to them at their desk is available to them via dial-up, and the interface is exactly the same. Because CRM only delivers HTML and JavaScript to the user's Web Installation and Upgrade Guide 2-3

12 Chapter 2 browser, it is ideally suited to this type of usage. Solo users can download the CRM database, work offline, and synchronize with the central database via a dial-up connection. Typical data synchronization times for Solo users is two or three minutes, but this depends on the number of updates made to both client and server databases. Either option has security implications, which can be overcome via firewall software, ensuring the integrity of data at all times, and by encrypting all data transferred. Note: It is recommended that Solo Clients limit the number of database records they synchronize to 10,000 or less. Server Software For a standard implementation, an overview of the supported software environments can be found in the Software Support Matrix available in the following location: One of each of the application server, database server and Web server products must be installed prior to installing the application. Note that in addition to CRM license costs, customers need to independently purchase licenses for this software. This should be organized by your IT department using their established suppliers. It may be possible to reuse licenses purchased for other applications if they are not currently being used. Sage CRM can be run in a virtualized environment. Configuration, setup, and performance of the virtual environment are the responsibility of your IT department. CRM on Vista The CRM server needs to be set as Trusted Site in Vista if a client machine is running CRM on Vista. Database Servers TCP/IP must be enabled for SQL Server installations. Oracle databases can run on a Unix or a Windows operating system. Microsoft SQL Server cluster In a high-availability environment, Sage CRM can be used with a Microsoft SQL server cluster in an active/passive configuration. This configuration will provide resiliency in the database layer of your solution. Note: A Microsoft SQL Server cluster should be configured according to Microsoft s specifications and guidelines. Installing Sage CRM onto a Microsoft SQL server cluster works in the exact same manner as installing Sage CRM onto a single Microsoft SQL Server instance. Provide the SQL cluster address and SQL logon credentials when prompted in the Database Server Login dialog box during the Sage CRM installation. Please see Running the Setup Program (page 4-1) for more information. Database Size The default setting for the initial database size is 0.5GB (512 MB), but this can be changed during the installation process. SQL Express Editions are largely for demo installations of Sage CRM and are not recommended for use in Production environments. The primary reason for this is owing to the database size restrictions as outlined below: 2-4 Sage CRM

13 Chapter 2: System Overview SQL Server 2005 & SQL Server 2008 Express Editions are limited to creating databases of 4GB in size. SQL Server 2008 R2 allows for the creation of up to a 10GB database. Database Collation The Sage CRM installation create its own SQL collation on the CRM database. In previous versions, it inherited it the collation from SQL Server (at the database server level). Localized installs of CRM should run more smoothly as a result. The CRM install creates the following default collations: EN Latin1_General_CI_AS DE Latin1_General_CI_AS ES Modern_Spanish_CI_AS FR French_CI_AS CS Chinese_PRC_CI_AS Web Servers If you are working with IIS 7.0, you must make sure you have the following components selected under Internet Information Services World Wide Web Services Application Development Tools: ASP ISAPI Extensions ISAPI Filters If you are using the Extensibility Module with IIS 6.0, check that IIS Web Service Applications Active Server Pages is not set to Prohibited. When working with IIS 6.0 or above please check that the Enabled Parent Paths option is enabled. If it is disabled you may experience errors when working with Self Service and custom ASP pages. Please refer to for more information. CRM Installations on a 64-Bit Server Windows 2008 and IIS 7 CRM is a 32-bit application which can run on a 64-bit server. If you are installing on Windows 2008 x64, you need to do the following after the install for all application pools under the DefaultWebSite. To enable 32 bit ISAPI.dll to run on IIS 7.0 x64: 1. Click the Application Pools node. 2. Select the AppPool item you want to change. 3. Select Advanced Settings from the Actions panel. 4. On the Advanced Settings dialog box, set Enable 32-bit Applications to True. 5. Click OK. Note: Oracle is not supported for 64-bit Operating Systems. Installation and Upgrade Guide 2-5

14 Chapter 2 CRM Installations on Windows 2008 Server Before installing CRM, ensure that IIS is installed as a Server Role. To check IIS is installed as a Server Role: 1. Select Start All Programs Administrative Tools Server Manager Roles. 2. Select Add Roles.The Add Roles Wizard is displayed. 3. Click Next. 4. Select Web Server (IIS). Then, in the Role Services section of the Add Roles Wizard, make sure that the following role services are selected for your install: Application Development ASP.NET Application Development ASP (set Enable Parent Paths to True) Security Windows Authentication (if Auto Logon is required) Management Tools IIS Management Console and IIS Management Compatibility. Note: You also need to ensure in IIS that the Anonymous Authentication Credentials are using Application Pool Identity or are hard-coded with a local administrator account, otherwise you may experience issues when editing CRM System Settings. Installing Microsoft SQL Server Express on Windows 2008 Server R2 If you are installing Sage CRM on Windows 2008 Server R2 and have no database installed, you must install the Microsoft.NET Framework 3.5 Service Pack via the server feature in order for Microsoft SQL Server Express to install. To install the.net Framework 3.5 Service Pack on Windows 2008 Server R2: 1. Select Start Administrative Tools Server Manager 2. From the Features Summary panel, select the Add Features option. 3. Select the.net Framework Features option. 4. Click Install. CRM Installations on Windows 2008 Small Business Server The following steps are prerequisite to getting Sage CRM running on Small Business Server (SBS) Premium and SBS Standard: 1. Install CRM. 2. In IIS Application Pools Default Application Pool Advanced Settings Set Enable 32 Bit Applications to True. 3. Turn off UAC in the Control Panel User Accounts. 4. Launch CRM, if you get "Service Unavailable HTTP Error 503. The service is unavailable", change the following line in your applicationhost.config file, which is located %windir%\system32\inetsrv\config\: From: <add name="passwordexpirymodule" image="c:\windows\system32\rpcproxy\rpcproxy.dll" /> 2-6 Sage CRM

15 Chapter 2: System Overview To: <add name="passwordexpirymodule" image="c:\windows\system32\rpcproxy\rpcproxy.dll" precondition="bitness64" /> Note: This step may not be necessary on a clean SBS Standard machine, as the precondition bitness64 is set by default. 5. Launch CRM. 6. If you get HTTP Error Internal Server Error, run the following command to turn off HTTP compression: %windir%\system32\inetsrv\appcmd.exe set config - section:system.webserver/httpcompression /-[name='xpress'] 7. Reset IIS. 8. Launch CRM. Recommendations for Server Hardware Sage CRM installations comprise of a web / application server that run IIS and Apache Tomcat and a database server to store the records. A file share is also required to store library files, although this is generally stored on the web server. The following sections provide general recommendations for CRM installations, as well as specifications for large CRM installations. These recommendations assume no other software is installed on the servers.where a customer installation of Sage CRM is running additional software or web applications, the person installing Sage CRM must add the requirements of that additional software to these Sage CRM recommendations. General Recommendations For the web server we recommend using disk mirroring (RAID 1). For the database server we strongly recommend using a RAID 10 disk array system. The RAID 10 allows you to swap out a failed drive with minimal disruption to your production environment and improves performance. Larger sites should consider the use of a fibre channel SAN. Each site must have adequate backup and recovery capabilities. We recommend that you use an Uninterruptible Power Supply. We strongly suggest that you have a "hot stand-by" system that has a backup database. This standby system should have a very similar configuration to the primary production system. The standby system can also be used for development and testing. The amount of disk space required varies widely based on the number of customer records, archiving plans, and backup policies. The disk space can also vary widely based on the amount of information held for each customer. Therefore, it is important to try to estimate this prior to installation and purchase sufficient disk storage to allow for significant growth in the volume of data. It is important to keep in mind what type of user will be working with the system. For example, 200 call center users use the system more intensively than 200 sales and marketing users. The guidelines given below are for call center type users on a non-customized system. Please bear in mind that product customizations can significantly impact the performance of Sage CRM and should be carefully evaluated when specifying hardware. For older hyper-threading capable CPU s, hyper-threading should be turned off. Installation and Upgrade Guide 2-7

16 Chapter 2 Solo Installations Regardless of number of users, every Solo CRM system should have a dedicated database server. The database is regularly used for heavier synchronization processes coming from Solo Clients. Server Memory The default setting for the initial database size is 0.5GB (512MB), but this can be changed during the installation process. Database server memory size is critical to performance and should be no less than the anticipated database size after one year plus 1 gigabyte. If you expect the database to be 6 gigabytes after one year plan on a server with at least 7 gigabytes of memory. If this rule of thumb indicates a server with 4 or more gigabytes of memory you should deploy Windows bit edition or above with 64-bit database software. The web servers should have at least 4 gigabytes of memory. Note: Oracle 64 is supported in a distributed environment only. Installations with Under 50 Users Servers. You may keep the web server and database server on the same machine provided the database size is less than 2 gigabytes and there is a minimum of 4 gigabytes of RAM on the server. Processors. The machine should have 2 quad core processors, but need not to be high spec, e.g. Intel Xeon E5330 or AMD Opteron Installations with Over 50 Users Servers. Split the Database server and Web server across two machines. Processors. The machines should have 2 quad core processors, e.g. Intel Xeon X5550 or AMD Opteron 2382 but higher spec processors should be considered to allow for growth in user number. Installations with Over 200 Users Processors. The processors in each of the machines must be high specification, for example AMD Opteron 8431 or Intel Xeon E7450. Installations with Several Hundred Users Processors. The processors in each of the machines must be high specification, for example AMD Opteron 8431 or Intel Xeon E7450. The database server should be dual six core, i.e. Intel Xeon X7460. Multi-Server Option. Multi-server CRM should be considered. Test Servers It is recommended to have one or more Test Servers to replicate the above. One server is sufficient for this unless bench marking is being run, in which case, you should replicate the server specification and configuration as closely as possible. Future phases of projects and change requests also need a test environment after the initial "Go Live" is achieved. 2-8 Sage CRM

17 Chapter 2: System Overview For every third-party server involved in the deployment of CRM, there should also be an equivalent testing server. For example Exchange server, Accounting server. Installation and Upgrade Guide 2-9

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19 Chapter 3: Security Overview In this chapter you will learn how to: Apply user authentication and passwords. Apply security profiles and territories. Apply field security. Apply company team restrictions. Apply principles of a secure installation. User Authentication / Password Setup A user requires a User Name logon ID to access the system. You can also set the minimum length and strength of passwords. These settings can be accessed from Administration Users Security Policies. Password Encryption A user's password is encrypted both within the system and in the database for maximum security. The System Administrator can change, but not view, a user's existing password. Password Expiry The number of days for the password to expire is set within Administration Users User Configuration. When the password is changed, the expiry date is adjusted accordingly. The Password Never Expires field in the User Details page must be set to False for this setting to take effect. Security Profiles and Territories The System Administrator can manage security access rights across the organization by setting up security Profiles and, if required, security Territories. Profile. A profile is a way of grouping users together when defining access rights (View, Update, Insert, Delete). Territory. In addition to basic access rights profiles, you can further divide users rights by territory. For example, you may want users in the Europe territory to view all Opportunities within the USA territory, but not to be able to update them. Complex inter-territory security rights and exception handling are also catered for using Advanced Policies. Profiles and Territories are set up from Administration Security, and assigned to users within Administration Users. Please see the Security Management chapter in the System Administrator Guide for more information. Installation and Upgrade Guide 3-1

20 Chapter 3 Field Security The System Administrator can set up field security for the whole CRM system, for individuals, teams, and for security profiles via the Administration Customization <Entity> Fields tab. For example, it is possible to make a field invisible to some users, allow others to view the contents of the field but not to change them, and to give others both read and write rights. In addition, it is also possible to make it mandatory for the user to enter a value in the field before submitting the form. For more information on Field Security please refer to the Using Field Security chapter in the System Administrator Guide. Access rights set for Everyone, an individual user, and a security profile Company Team Restrictions Restrict Sensitive Info Rights to view the following tabs can be restricted for individual users depending on company team membership. This means that if you have not been assigned to work on an account via the Company Team tab, you may not view or update information in the following tabs: Quick Look Dashboard Marketing (if available) Notes Communications Opportunities Cases Company Team Documents The tabs are displayed with "no entry" signs. Company tabs If a user selects one of the restricted tabs, a dialog box is displayed to inform the user that they must be on the team to view the information. These access rights can be set up in the User Details page. 3-2 Sage CRM

21 Chapter 3: Security Overview If a user searches for a related entity, such as an Opportunity, and they are not on the Company Team of the associated company, when they click on the hyperlink of the entity in the list, the following message is displayed: "You do not have security rights to view this entity". Restrict Updates The Delete and Edit buttons are available on the Company summary page only if the user is on the Company team. In addition, rights to update the following tabs can be restricted for individual users depending on company team membership. This means that if you have not been assigned to work on an account via the Company Team tab, you may view, but not update any of the following information related to that account: Quick Look Notes Communications Leads Opportunities Cases Documents Principles of a Secure Installation Backing up database information is just one element, albeit a critical one, in an overall approach to maintaining a secure and stable CRM installation. By adhering to best practices, administrators can minimize the risks of service interruption and data corruption that can arise from sophisticated deployments. Server Security There are many ways to secure the system from unauthorized access: Use NT Challenge/Response to allow access to clients with a valid domain login. Use SSL Encryption to secure your data sessions with client users. Use a Firewall to restrict unauthorized access from outside of your network and allow only authorized users through. Separate the domain controller server from the CRM application and database servers. In a Windows Server Systems environment, the Domain Controller (DC) serves as a "gatekeeper" to the domain resources by storing account information, authenticating users, and enforcing security policies. The defences offered by a configured DC are further enhanced by placing it behind a robust firewall. You can use all four or a combination of the above methods to secure connections to the system. Database Security Users do not have direct access to the SQL database. The eware DLL accesses the database by using a predefined logon. When a user requests data, the eware DLL connects to the database using MDAC and retrieves the required data. For more security the eware DLL can be configured to Installation and Upgrade Guide 3-3

22 Chapter 3 access SQL using a login with limited access, or access with the appropriate rights to add, change and delete data from every table in the database. Administrators should address the potential of remote users obtaining administrator level access to the system by ensuring appropriate passwords are associated with the "sa" account. If you need to change the logon password: 1. Log onto CRM with System Administrator rights. 2. Select Administration System Database. You will now be able to see the logon that the user uses to access the SQL database. 3. Click on the Change button and type in the new password. 4. Select the Save button. To start SQL Server Enterprise Manager: 1. Go to the appropriate Server registration (that is, the name of your Server) and expand the tree. Select the Security folder and then Logins. 2. Right-click on the login you want to change and click on Properties to change the password. 3. You will now have to go to the Management folder and right click on SQL Server Agent. Click Properties and select the Connection tab. Input the new password here. 4. You must now stop and start IIS (Internet Information Services) so as to reinitialize it due to the password change. At the DOS command prompt type the following: net stop iisadmin /y net start w3svc net start msftpsvc SSL (Secure Sockets Layer) Without using a Firewall, IIS can use different methods to secure transmitted and received data. One of the methods of securing data is by using a SSL server certificate. This ensures that data that has been transmitted and received between the server and the user is encrypted. There are two versions of SSL encryption 40bit and 128bit. At the moment it is possible to crack the 40bit encryption with the right amount of computing power but at today's computing standards it is not possible to crack 128bit. SSL cannot protect your server from unauthorized access; it can only encrypt sessions between the server and a user. An SSL certificate can be imported into IIS to create a secure connection between CRM and its users. When a client logs onto CRM, the SSL certificate is downloaded and the data sent to and from the client is encrypted. Using this method, anybody can log on and download the SSL certificate. To be more secure, IIS can be configured to only allow clients with a SSL certificate installed on their machine and deny anybody without the appropriate certificate. Also, IIS can use Windows NT Challenge/Response, which basically requests a user to login using a valid user name and password for that domain, before giving them access to any data. Firewalls If you plan to let users access the system remotely, the best way that you can protect your network from the Internet is to install a Firewall. This will ensure that only authorized traffic accesses your CRM database and protects your server from unauthorized users. By using a Firewall you can configure rules to only allow certain traffic through and to only allow traffic originating from a specific source. By doing this you can ensure that your server is protected from Internet attacks. You can 3-4 Sage CRM

23 Chapter 3: Security Overview also install a Firewall in all of your remote sites and set up Virtual Private Networks (VPNs) to increase the security of data being sent. Also, mobile users can be set up as mobile firewall users so they can access the VPN and transmit and receive data securely. Application Security When a user wants to gain access to the system he or she must be assigned a valid user name and password within CRM by the System Administrator. Within the system each user can be assigned different levels of access security depending on their job role (for example, IT, Accounts). To increase security all users should be advised to use an alphanumeric password of no less than 6 characters.the more secure HTTPS protocol protects data from unauthorized access through the use of an encrypted SSL. When IIS uses SSL encryption CRM is aware of this and when the client attaches any documents to a form in CRM, it sends it through the encrypted session. Up-to-date software Regular installation of software such as Windows Updates and the slipstreaming of software patches minimize software security vulnerability. Recognized anti-virus software is also a necessary tool for any network system. Installation and Upgrade Guide 3-5

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25 Chapter 4: Installation In this chapter you will learn how to: Prepare to install the software. Run the setup program. Use the License Key Update application. Install CRM for an Oracle database. Install Changes for Version 7.1. Uninstall CRM. Prerequisites To install CRM you need: The software described in System Overview (page 2-1). CRM connects to the database using Microsoft Data Access Components (MDAC). If your system does not support MDAC, or the latest version, it is installed as part of setup. The latest version of the Java Runtime Environment (JRE) installed. Note: Installing the 64-bit JRE will delete any existing 32-bit jvm.dll files. If you are installing a trial version of CRM, you must have at least IIS 6 installed. An evaluation version of SQL Server is installed during the setup if it does not already exist. A valid license key. The license key takes into account your company name. Care must be taken during the installation to enter this information exactly as instructed by the vendor. The CRM CD or Install Download. The install includes a setup utility that you can use to install CRM, documentation in PDF format, and a Microsoft SQL Server evaluation install. Note: During installation CRM will access and update your registry and install software. Running the Setup Program The process for installing CRM differs depending on whether a CRM installation already exists on the server or if this is the first CRM installation. Both procedures are described below. Note: It is recommended that when installing Sage CRM, a dedicated SQL Server user for CRM should be used (i.e. not the "sa" user). Alternatively, ensure there is a back-up user with the same privileges as "sa" in SQL Server. Both of these measures will prevent access issues if the "sa" user gets locked out of CRM. Installing CRM for the First Time To install CRM if no other CRM installs exist on the server: 1. Run the SETUP.EXE from the CD or from the location where you copied and saved the install. The first Sage CRM install page is displayed. This page is localized for your country, however, the options available normally include at least one type of Sage CRM install option and the ability to view the Sage CRM documentation. Installation and Upgrade Guide 4-1

26 Chapter 4 2. Select one of the options to install Sage CRM. 3. At the first Sage CRM Install Shield Wizard page, select Next to continue. 4. Review the Software License Agreement. If you accept all of its terms, select the I Accept The Terms Of The License Agreement option and click Next; otherwise select the I Do Not Accept... option and Cancel to end the installation. 5. If you select I Accept, the User Details dialog box is displayed. User Details dialog box 6. Type your name in the Name field, your company name in the Company field, and your license key in the License field. The company name and license key must be typed in exactly the same way as provided to you by the vendor. 7. Select Next. The Database Selection dialog box is displayed. 8. Choose either Existing Microsoft SQL Server or Install Microsoft SQL Server Express and select Next. If you select the Existing Microsoft SQL Server option, the Installation Name dialog box is displayed. The SQL server needs to have a case insensitive collation.binary or casesensitive collations are not supported. The default SQL Server port is If you select the Install Microsoft SQL Server Express option, you will be prompted to install the software. For more information on installing Microsoft SQL Server Express on Windows Server 2008 R2, please refer to CRM Installations on Windows 2008 Server (page 2-6). Note: The sa password for the SQL Server 2008 Express install is "SageCRMv71", and the instance name is "crmsqlexpress". The SQL Server Express port will be chosen automatically. 9. Type the installation name. It is recommended that you use the default installation name, CRM. If you enter an alternative name, please make sure there are no spaces in the name. 10. Select Next. The Choose Destination Location dialog box is displayed. 11. Set the default location for the CRM program files. IIS looks in this location for the CRM home page. Note: Including extended characters in the installation path or folder is not supported in v7.1. If you wish to include such characters, you will need to implement a workaround. A suggested workaround is to run Tomcat as a service using the.net tool RunAsService. This is an open source tool (http://runasservice.sourceforge.net) which registers a.net Windows service that is configured to run any executable. 4-2 Sage CRM

27 Chapter 4: Installation 12. Select Next. The Database Server Login dialog box is displayed. 13. Confirm your server name and your SQL Server user ID, and enter the password for this user ID. Note: The Window Authentication option is not available during an install or upgrade. 14. Enter the initial size you want the Sage CRM database to be, for example: 1024 (for 1GB), 2048 (for 2GB), 4120 (for 5GB), (for 10GB). The default size is 512MB (0.5GB). You must enter an integer (no decimals), and the minimum you can enter is 50. This field has no upper limit validation, but the entry should accurately reflect your database and disk space limitations. Select Next to continue. The Select Setup Type dialog box is displayed. 15. Decide whether or not to include demonstration data in your installation, then select the Next button to continue. The Default Currency dialog box is displayed. Including demonstration data means that you get sample companies, leads, opportunities, cases, solutions, communications, people, territories, users, campaigns, and workflows. If you do not select demonstration data, you get sample workflows, but no other sample data. 16. Select a default currency from the list. If your default currency is not displayed on the list, click on the New button. The following dialog box is displayed: Currency dialog box Add the currency name, for example Norwegian Krone, and internationally recognized code, for example NOK, and click the OK button. The new currency is displayed in the list. The default currency is displayed in a read-only format against all currency type fields in CRM. If your implementation deals with multiple currencies, this forms the Base Currency against which all other currencies are calculated. 17. Select Next. The HTTP Protocol And Proxy Settings dialog box is displayed. If you are using the HTTPS protocol or use a proxy server for Internet access, select the Use Https or Use Proxy setting, and select Next to continue. If you select the Use Proxy setting, you will be prompted to enter your proxy address, port number, and authentication details if required. 18. Review the current settings, and select Next to continue. The CRM installation begins. Messages inform you of the progress. When the installation is complete, the Setup Complete dialog box is displayed. 19. Select Finish to complete the installation process. The Readme file is displayed. When you close the Readme file, the Logon page is displayed. Installing CRM when a Version is Already Installed To install CRM when one or more installs already exist on the server: 1. Follow Steps 1 to 4 in the installation procedure described in Installing CRM for the First Time (page 4-1), and select Yes to accept the licensing agreement. You are prompted to select an installation type. Installation and Upgrade Guide 4-3

28 Chapter 4 Dialog box listing installation types 2. The option you select determines the next part of the installation procedure. A description of each installation option and the steps you need to follow having chosen an option are described below. New Install: This creates a completely new CRM installation on the server. If you select this option, follow the steps below to proceed with the installation: Complete Steps 5 through 19 in the previous section. Please refer to Installing CRM for the First Time (page 4-1). Upgrade Previous Version of CRM: This option allows you to upgrade from version 7.0 SP1. To upgrade from 6.2, you must first upgrade to 7.0 using the 7.0 SP1 install. Versions older than 6.2 are not supported. As with all upgrades, it is recommended that you make a full backup of your data prior to upgrading. For more information about upgrading from a previous version of CRM, please refer to Running the Upgrade Install Shield (page 9-2). Change Existing Install of CRM: This option enables you to change specific components in CRM without the need to do a full upgrade. Components you can reinstall using this option are the Database, Registry, Program Files, IIS Aliases, and License Key. The ability to change the license key means that you can easily "add on" CRM features that were not purchased as part of the original license, or you can increase the number of licensed users. Note: You can also use the License Key Update application as an alternative way to update your install if the only change you need to make is to the license key. Please refer to Using the License Key Update Application (page 4-5) for more information. If you select the Change Existing Install of CRM option, follow the steps below to proceed with the installation: The next step depends on how many CRM install exist on the server. If there is one installation, you are brought directly to the Reinstall Options dialog box. If there is more than one installation, select the CRM install you want to upgrade. When you do this, you are brought directly to the Reinstall Options dialog box. Select the components you want to reinstall from the Reinstall Options dialog box, and select Next. You are prompted to backup components that will be affected. It is recommended that you perform the backups before you proceed. The outcome is slightly different if you select the License Key option. When you do this, you are prompted to enter the new license key. Then, the New CRM Features dialog box is displayed. Any differences between your previous license and the new one are listed here. 4-4 Sage CRM

29 Chapter 4: Installation If there any configurable options, you will be prompted to change them now. For example, if you have chosen to update the CTI component, you will be prompted to enter information about your current location. Click Next and the install will proceed automatically. Complete Reinstall: This option enables you to reinstall an existing CRM installation. Note: The existing installation is completely overwritten when you select this option. If you select the Complete Reinstall option, follow the steps below to proceed with the installation: The next step depends on how many CRM installs exist on the server. If there is one installation, you are brought directly to the Select Setup Type dialog box. If there is more than one installation, select the one you want to reinstall. When you do this, you are brought to the Select Setup Type dialog box. Complete Steps 12 through 19 in the previous section. Please refer to Installing CRM for the First Time (page 4-1) to complete the installation. Using the License Key Update Application The License Key Update application can be used an alternative to selecting the Change Existing Install Of CRM option in the CRM install shield, if the only change you want to make is to the license key. To run the license key update application: 1. Navigate to your install location, and select the License Update folder:..\program Files\Sage\CRM\[install name]\license Update 2. Launch LICENSEKEYUPDATE.EXE. 3. Enter the new license key. 4. Click Next and complete the wizard steps. The License Key Update application is also available with the CRM install files in:..\sage\crm\utils\en\license Update Installing CRM for an Oracle Database When installing CRM for an Oracle database, there are a number of important configuration tasks that need to be carried out to ensure that Oracle can communicate with the CRM UTF-8 (Unicode) database. Note: Oracle s UTF8 character set, available since version 8.0 of the DBMS, is actually not UTF-8 but an implementation of CESU-8. The character set AL32UTF8, introduced by Oracle in version 9.0, is UTF-8 compliant. Oracle recommends that you use AL32UTF8 for UTF-8 compliance. Please see Oracle's web site for more information. These include: Ensuring that the Oracle database is configured as a UTF-8 database. Ensuring that CRM is installed with the correct Oracle settings. A number of steps need to be taken during a CRM for Oracle installation. To start the CRM for Oracle installation: Installation and Upgrade Guide 4-5

30 Chapter 4 1. Begin the installation in the normal way, and follow the steps described in Running the Setup Program (page 4-1) until the Database Selection dialog box is displayed. 2. When the Database Selection dialog box is displayed, choose Oracle, and select Next. The Oracle Information dialog box is displayed. The table at the end of this section describes the Oracle database setup fields. The Oracle DB Name is made up of: [machine name] + [domain name]. Field Oracle Service Name Database Server System User Name System Password CRM User Name CRM Password TableSpace Size (MB) TableSpace Name TableSpace Path Description The name of your Oracle service. The name of the database server. The name of the Oracle system administrator. The password of the Oracle system administrator. The name of the CRM user with system administrator privileges. The password of the CRM system administrator. The size of the Oracle database. The name of the Oracle database. The location of the Oracle database. Notes on the information entered in the Oracle information dialog box: The setup program uses this information to create the database for CRM. The System User Name and Password are needed to create the Oracle Table Space and CRM user name specified. If the wrong information is entered here, the setup will fail. Once the installation process is successfully completed, you are given the option to launch CRM straight away. A program group is also added to the start menu. 3. Once you have completed the information on the Oracle Information dialog box, select Next. Continue with the installation, and refer to Running the Setup Program (page 4-1) for the next steps. Note: If you encounter the following error message during the CRM installation (or during an upgrade or reinstall), "Database in use, please drop the database first locally from the database server", you need to log onto the database server and drop the database to complete the installation. Install Changes for Version 7.1 There are a number of important changes to install behavior in version 7.1 to be aware of. Please note that modification of CRM's Tomcat installation is not supported. In particular, installation of 3rd party or bespoke applications into Tomcat or modifications of Tomcat configuration files, unless specifically requested by Sage Level 3 Support or a Sage Operating Company. Apache Tomcat A Tomcat service is installed with each instance of version 7.1. The Tomcat files for each install are in:..program Files\Sage\CRM\[installname]\tomcat 4-6 Sage CRM

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