Microsoft CRM Best Practices Upgrading Supported Microsoft CRM 1.2 Environments to Microsoft CRM 3.0

Transcription

1 Micrsft CRM Best Practices Upgrading Supprted Micrsft CRM 1.2 Envirnments t Micrsft CRM 3.0 Published: August 2005 This is a preliminary dcument and may be changed substantially prir t final cmmercial release f the sftware described herein. The infrmatin cntained in this dcument represents the current view f Micrsft Crpratin n the issues discussed as f the date f publicatin. Because Micrsft must respnd t changing market cnditins, it shuld nt be interpreted t be a cmmitment n the part f Micrsft, and Micrsft cannt guarantee the accuracy f any infrmatin presented after the date f publicatin. This White Paper is fr infrmatinal purpses nly. MICROSOFT MAKES NO WARRANTIES, EXPRESS OR IMPLIED, AS TO THE INFORMATION IN THIS DOCUMENT. Cmplying with all applicable cpyright laws is the respnsibility f the user. Withut limiting the rights under cpyright, n part f this dcument may be reprduced, stred in r intrduced int a retrieval system, r transmitted in any frm r by any means (electrnic, mechanical, phtcpying, recrding, r therwise), r fr any purpse, withut the express written permissin f Micrsft Crpratin. Micrsft may have patents, patent applicatins, trademarks, cpyrights, r ther intellectual prperty rights cvering subject matter in this dcument. Except as expressly prvided in any written license agreement frm Micrsft, the furnishing f this dcument des nt give yu any license t these patents, trademarks, cpyrights, r ther intellectual prperty Micrsft Crpratin. All rights reserved. Micrsft, Active Directry, Windws, and Windws Server are either registered trademarks r trademarks f Micrsft Crpratin in the United States and/r ther cuntries. The names f actual cmpanies and prducts mentined herein may be the trademarks f their respective wners. 1

2 Summary The purpse f this dcument is t assist yu in a successful upgrade frm Micrsft CRM 1.2 t Micrsft CRM 3.0. This dcument will review the key cmpnents yu shuld prepare in yur envirnment that are imprtant fr a successful upgrade t Micrsft CRM 3.0. This technical white paper shuld be cnsidered as a supplement t the Micrsft CRM Implementatin Guide fund n yur Micrsft CRM dcumentatin CD. Supprted Upgrade Scenaris Belw are tw supprted server upgrade scenaris that exist in a Micrsft CRM 1.2 envirnment. If yu have an envirnment that des nt meet this criterin yu will want t refer t the Micrsft CRM Implementatin Guide fr mre assistance. Single Server Micrsft Small Business Server 2003 Premium Editin NOTE: Micrsft CRM 3.0 des nt supprt Micrsft Small Business Server Multiple Servers Dmain Cntrller Windws Server 2003 Windws 2000 Server with SP4 Exchange Server Exchange 2003 Exchange 2000 with SP3 Micrsft CRM Web Server (nn-dmain cntrller) Windws Server 2003 Windws 2000 Server with SP4 Micrsft CRM database server SQL Server 2000 with SP4 NOTE: Micrsft CRM is supprted in a tw server envirnment where Exchange Server is installed n a dmain cntrller, and the Micrsft CRM applicatin is installed n the SQL server. 2

3 Client Operating system Windws 2000 Prfessinal SP4 Windws XP Prfessinal (minimum f SP1) Windws XP Tablet Editin (minimum f SP1) Micrsft Office Office XP with SP3 Office 2003 with SP1 Internet Explrer versin 6 r 7 MSDE 2000 SP3 Best Practices fr Micrsft CRM Envirnments Belw is a list f best practices that shuld be fllwed fr yur Micrsft CRM envirnment. If yur envirnment des nt meet these criteria, yu shuld still experience a successful upgrade t Micrsft CRM 3.0. These recmmendatins will greatly imprve perfrmance f yur Micrsft CRM envirnment. Single Server Small Business Server 2003 Minimum 2GB RAM Tw hard drives in RAID1 cnfiguratin This cnfiguratin shuld include the perating system and the SQL Server lg files Three r mre hard drives in RAID5 cnfiguratin fr database files Dual Xen prcessrs Multiple Servers Dmain Cntrller (Best practices recmmendatins are t have multiple dmain cntrllers, t prtect frm Active Directry data lss r crruptin, in the event that ne dmain cntrller fails) 1-2GB RAM Tw hard drives in RAID1 cnfiguratin 1-2 Xen prcessrs Windws Server 2003 Exchange Server (Best practices recmmendatins are t install Micrsft Exchange Server n a machine that is nt a dmain cntrller, t make sure Exchange Server can quickly cnnect t anther dmain cntrller in the event the first dmain cntrller fails) Minimum 2GB RAM Tw hard drives in RAID1 cnfiguratin This cnfiguratin shuld include the perating system and the Exchange Server lg files Three r mre hard drives in RAID5 cnfiguratin fr the Exchange database files Tw r mre Xen prcessrs Windws Server 2003 Exchange Server

4 Micrsft CRM database server (Best practices recmmendatins are t separate the database and applicatin servers fr better perfrmance) Minimum 2GB RAM Tw hard drives in RAID1 This cnfiguratin shuld include the Windws Server perating system and the SQL Server lg files Three r mre hard drives in RAID5 cnfiguratin fr database files Tw r mre Xen prcessrs Windws Server 2003 SQL Server 2000 CRM applicatin server (Best practices recmmendatins are t separate the database and applicatin servers, fr better perfrmance) 2GB RAM Tw hard drives in RAID1 cnfiguratin Windws Server 2003 Micrsft CRM 3.0 Upgrade Preparatin Client Preparatin Client preparatin shuld ccur prir t prepping the CRM server. If the client PC is ffline during the upgrade prcess, there is a pssibility f data lcal t the client PC being lst. It is als best t have all clients nline prir t backing up the SQL databases n the server. This will help make sure all data is current prir t upgrading. NOTE: If a Micrsft CRM Sales fr Outlk client was ffline during the upgrade t 3.0 yu will still be able t g nline after the upgrade is perfrmed. Server Preparatin Befre yu upgrade yur Micrsft CRM 1.x envirnment make sure yu have reviewed the fllwing steps. Backup Micrsft CRM databases Open SQL Enterprise Manager n the CRM database server Expand SQL Server Instance and find the CRM databases Right click [Organizatin Unit Name]_MSCRM database and chse Backup Database Chse whether t back up t disk r tape Repeat steps fr [Organizatin Unit Name]_METABASE [Organizatin Unit Name]_CRMCrystal System data Backup yur system files including the perating system and system state (t tape r disk) Backup data related t Micrsft CRM IIS Metabase ISV.cnfig Web.cnfig OutlkCleint.xml 4

5 Registry Backup Micrsft CRM custmizatins Lgn t the Micrsft CRM applicatin server Open the Micrsft CRM Deplyment Manager Right muse click n Deplyment Manager and chse All Tasks Exprt Custmizatin Chse a lcatin t save yur file and write this dwn fr future reference Backup Crystal Reprts Use the Backup Crystal tl fund in the Micrsft CRM Redeplyment Tls applicatin t backup yur Crystal reprts used in Micrsft CRM NOTE: We recmmend yu back up yur Crystal Reprts prir t the upgrade t prevent unwanted data lss. Dwnlad the Micrsft CRM Redeplyment Tl frm: db-49af-9a50-4a90b311fa7d&DisplayLang=en Extract the files and navigate t the Reprts Tl flder Run the BackupCrystal.exe t create backups f yur Crystal Reprts Make sure yu have separate backups f any custm Crystal Reprts created fr Micrsft CRM Backup Custm Crystal Reprts Install Crystal Reprts versin Develper Editin n a client PC (See Crystal Reprts installatin guide) Install Crystal Reprts Enhancement fr CRM 1.2 (Lcated n the Micrsft CRM installatin disc 4) Open Crystal Reprts and chse File - Lgn APS Enter CRM server name in APS field and enter Crystal Enterprise passwrd (by default this shuld be blank unless yur rganized changed the passwrd) 5

6 After Lgn cmpletes, click Open, chse Enterprise n left pane Drill dwn thrugh MSCRM 1.2, chse custm reprt yu want t pen 6

7 Once reprt is pen click Save As and chse a name and lcatin fr the file NOTE: Save all files t a lcatin ther than the database server NOTE: All custm Crystal Reprts will have t be re-written in SQL Reprting Services, after upgrading t CRM 3.0. Envirnment Preparatin Active Directry The Micrsft CRM 3.0 Exchange ruter requires the use f an Active Directry user accunt. This user accunt is nt an existing CRM user and shuld be created frm scratch within Active Directry. This user accunt must be an accunt that is nt a CRM user, has n limitatin n mailbx size and the passwrd des nt expire. Steps t create the Micrsft CRM 3.0 ruter user accunt Lgin t yur dmain cntrller Open the Active Directry Users and Cmputers cnsle Highlight the Organizatinal Unit that yur users reside in and chse New User Create the user accunt and click Next 7

8 Enter passwrd and select Passwrd Never Expires Leave the defaults fr Exchange mailbx settings and click Next Review settings and click Finish If yur Exchange envirnment has mailbx strage limits set up, pen prperties fr new user accunt and click Exchange general tab Click Strage Limits, uncheck Use mailbx stre limits and make the limits a large number like 1GB 8

9 NOTE: While the CRM Exchange Ruter mailbx shuld nt need t stre that much data (it is nly a frwarding mailbx), it is a gd idea t make sure the limits are nt set s lw that it stps wrking. Cleanup ld CRM users Validate that all disabled CRM users have had their licenses remved If yu try and remve a license and yu receive an errr message than the user accunt was mst likely deleted within Active Directry. In rder t recver the CRM license yu will need t review Knwledge Base article Party r ISV Slutins It is imprtant that yu cntact yur Third Party r ISV vendr t find ut if their slutin is supprted with Micrsft CRM 3.0 Cnsider upgrading client machines t Windws XP SP2 and Office 2003 NOTE: If Windws XP SP2 has been applied, and the Windws Firewall is enabled n the client, it is recmmended yu either allw traffic thrugh prt 2525 r allw an exceptin fr the Micrsft CRM Sales fr Outlk Client t make sure the client tl functins prperly. SQL Database Maintenance/Optimizatin It is a gd idea t ptimize yur Micrsft CRM 1.2 SQL envirnment prir t upgrading t Micrsft CRM 3.0 See the Micrsft Whitepaper fr ptimizing CRM 1.2 fr mre details: E5A-410A-881F-D859F &displaylang=en Cleanup inactive SQL Publisher Agents Lg nt the CRM database server and pen SQL Enterprise Manager Expand SQL Server Instance Open the Replicatin Mnitr 9

10 Open Publishers Open the SQL Server where CRM is installed Click n the METABASE publisher Review the agents in the right-hand pane and determine the nes that can be remved Right-click the inactive agent in right-hand pane and chse Delete Deactivated Annymus Subscriptin Yu will see the fllwing alert: Click Yes Repeat these steps fr the MSCRM Publisher Standard Micrsft CRM 1.x Upgrade Prcess This upgrade prcess wuld apply t bth single server (SBS 2003) and multiple server envirnments. Fr a single server envirnment, all server-based functins wuld be n the Small Business Server. Upgrade Micrsft CRM Exchange Ruter This step can be cmpleted pst upgrade but it is recmmended t be run first t help prevent any lst traffic with Micrsft CRM. 1. Insert Micrsft CRM Server disc 1 in Exchange Server 2. On splash screen, click Install Micrsft CRM Exchange Ruter 3. Click Start Installatin, accept license agreement 4. Select features yu want t install 10

11 5. Enter URL fr CRM website 6. Click Yes n the upgrade screen, click Next 7. Specify the System Mailbx Use the mailbx name frm Active Directry accunt created in preparatin steps 11

12 8. Specify install lcatin 9. Setup verifies system requirements are met. If all checks are k then click Next 10. Click Finish nce the installatin is cmplete 12

13 11. Start CRM Ruter Cnfiguratin (Start All Prgrams Micrsft CRM Exchange Cnnectr Rule Deplyment Wizard) 12. Chse yur CRM Applicatin Server r manually enter the server name 13. Enter the URL fr yur CRM website 13

14 14. Enter the Frward address NOTE: This is the frward address fr all CRM-related traffic. This address shuld be the user accunt yu created in the preparatin steps discussed earlier in this dcument. 15. Setup will verify rules and/r deply rules fr this mailbx 14

15 16. Once setup is cmplete yu can then re-deply, verify r remve rules fr the new CRM ruter mailbx Uninstall CRM 1.x Exchange Cnnectr After successfully installing the new CRM ruter yu will want t uninstall the CRM 1.2 cnnectr. Lgn t the Exchange server and g t Add/Remve prgrams in Cntrl Panel Remve the Micrsft CRM 1.x Exchange Cnnectr NOTE: Remving the cnnectr shuld nt require a rebt f the server. Upgrade CRM Applicatin Server 1. Install the Micrsft CRM Server CD int the Micrsft CRM Server 2. At the CRM Server Splash Screen click Install Micrsft CRM Server 3. Enter the new license keys fr Micrsft CRM 3.0 (check fr yur new license keys) 4. At the License Agreement screen, click I accept license agreement Next 5. The Micrsft CRM installatin prcess will lk fr additinal prerequisite sftware needed t install Micrsft CRM

16 6. Install Micrsft CRM Prerequisite sftware as dictated by the wizard 16

17 7. Setup will detect that yu have a previus versin f Micrsft CRM. Click Next n this screen. 8. The CRM rganizatin name will default t the same name used fr the 1.x installatin. Click Next t cntinue. 9. On the CEI Opt-in Optin screen Select Yes r N 10. Determine whether r nt yu need t install a new SRS Reprt Server - If yu already have SRS installed, and are using it fr CRM 1.2, yu can use it instead f installing SRS during the upgrade prcess - If yu have SRS installed fr ther applicatins yu shuld install SRS fr CRM during the upgrade prcess as Micrsft CRM needs its wn instance f SRS 17

18 11. Backup yur existing Crystal Reprts by selecting Yes. The default passwrd fr the Crystal APS is blank unless yur rganizatin changed the accunt. 12. Specify the security accunt t be used fr installing the CRM services and click Next 13. Specify the Incming Exchange Server using the fully qualified dmain name f yur Exchange server (mail.advwrks.msft) 14. Setup will verify system requirements 18

19 15. Review fr errrs - Highlight any errrs and duble click. A help windw will ppup detailing the errr and hw t reslve the issue. 16. If there are n errrs click Next 17. Click Upgrade 18. Setup will begin 19. Once setup is cmplete click Finish and rebt the server 20. After the server has rebted yu shuld verify the installatin was successful by accessing the CRM web prtal Upgrade Clients Micrsft CRM 3.0 ships with tw installatins f the CRM client. The Micrsft CRM Outlk Laptp installatin is fr users wh need t g ffline with Micrsft CRM. The Micrsft CRM Outlk Desktp versin is fr users wh never need t leave the ffice. Select the prper installatin fr each user when installing the Micrsft CRM client installatin. NOTE: It is highly recmmended that yu upgrade the CRM server first fllwed by upgrading client machines. 1. Chse the preferred CRM client installatin 2. Chse Accept License Agreement 19

20 3. Setup will scan fr required Micrsft CRM cmpnents 4. Install any required cmpnents determined by the wizard - If the.net Framewrk SP1 is nt yet installed, a rebt will be required 5. Once all the required cmpnents are installed click Next 6. Click Upgrade and wait fr the installatin t cmplete 7. Click Finish 8. Rebt the client PC 9. Verify successful upgrade by pening Outlk and click n the Accunt flder within Micrsft CRM Pst Upgrade Verify Functinality/Stability f Applicatin Verify CRM Web Applicatin functinality. Lg n t CRM web prtal as licensed CRM user Create recrds in CRM, access/mdify recrds t verify functinality and security still remain Verify CRM Exchange Ruter functinality Send test frm CRM Verify CRM Outlk Client functinality Open Outlk frm upgraded client PC and validate there are n errrs Create test recrds, mdify test recrds and delete test recrds Track activates and s with the CRM Outlk client 20

21 If the CRM Outlk client is the laptp client try ging ffline and verify there are n errrs Verify database integrity On the CRM database server, pen SQL Query Analyzer Type DBCC CHECKDB ([Organizatin Unit Name]_MSCRM) Type DBCC CHECKDB ([Organizatin Unit name]_metabase) Type DBCC CHECKDB ([Organizatin Unit name]_crmcrystal) Make sure all checks cme back with n errrs Other Cnsideratins Set up Maintenance Plans in SQL Enterprise Manager (If they d nt currently exist) Open SQL Enterprise Manager Expand Management Right click Maintenance Plans chse New Maintenance Plan Select <cmpany_name>_mscrm and <cmpany_name>_metabase databases, click Next 21

22 Select parameters fr Database Optimizatins Select parameters fr Database Integrity Check Select parameters fr Database Backup (Whether t back up t disk r tape, schedule, etc) If backing up t disk, select ptins fr lcatin and hw lng t retain backup files n disk 22

23 Repeat steps fr Transactin Lg backups Select parameters fr Database Maintenance Plan Reprts Select parameters fr Maintenance Plan Histry Review selectins Name the maintenance plan 23

24 Click Finish Clean Up Active Directry Yu can safely clean up Active Directry security grups created in CRM 1.2 (The scecurity rles are nw stred in SQL) The nly grups the yu need t keep are: <PrivUserGrup> <SQLAccessGrup> <UserGrup> <ReprtingGrup> In Active Directry Users and Cmputers, Highlight yur CRM Organizatinal Unit Highlight all the security grups and hit Delete 24

25 Yu can als safely delete any OUs related t Business Units created in CRM 1.2, as they are n lnger stred in Active Directry NOTE: It is very imprtant that yu DO NOT delete the fur security grups mentined abve. Micrsft CRM 3.0 n lnger uses Replicatin t sync Outlk clients s yu can disable publishing fr Micrsft CRM nce all clients have been upgrade t 3.0 Nte: Make sure Replicatin is nt being used by any ther databases r applicatins prir t disabling publishing In SQL Enterprise Manager, Select Tls Replicatin Disable Publishing 25

26 Chse Yes Disable Publishing n (servername) Review selectins and click Finish Remve Remaining Replicatin System Objects After yu disable publishing, run the fllwing script t clean up any remaining replicatin system bjects. Imprtant Execute this script against the <OrgName>_MSCRM database nly. SET NOCOUNT ON CREATE TABLE ASReplicatinObjects ( ) name sysname, type char(2), crdate datetime sysname sysname nvarchar(1024) sysname sysname sysname 26

27 sysname sysname sysname = N'IF EXISTS (SELECT name FROM sysbjects WHERE name = N''' = N''' AND type=n''' = N''') DROP TRIGGER ' = N''') DROP PROCEDURE ' = N''') DROP VIEW ' = N''') DROP TABLE ' --Delete triggers. = N'TR' insert int ASReplicatinObjects select name, type, crdate frm sysbjects where (type=@bjecttype) and (name like N'del_%' r name like N'ins_%' r name like N'upd_%' ) rder by name select cunt(*) frm ASReplicatinObjects as CuntTriggers DECLARE trigger_cursr CURSOR FOR SELECT name FROM ASReplicatinObjects WHERE type OPEN trigger_cursr FETCH NEXT FROM trigger_cursr = 0 BEGIN +@bjecttype EXEC FETCH NEXT FROM trigger_cursr END 27

28 CLOSE trigger_cursr DEALLOCATE trigger_cursr DELETE ASReplicatinObjects --Delete stred prcedures. = N'P' insert int ASReplicatinObjects select name, type, crdate frm sysbjects where (type =@bjecttype) and (name like N'sp_cft_%' r name like N'sp_ins_%' r name like N'sp_sel_%' r name like N'sp_upd_%' r name like N'sel_%') rder by name select cunt(*) frm ASReplicatinObjects as CuntStredPrcedures_cft_ins_sel_upd DECLARE strprc_cursr CURSOR FOR SELECT name FROM ASReplicatinObjects WHERE type OPEN strprc_cursr FETCH NEXT FROM strprc_cursr = 0 BEGIN +@bjecttype EXEC FETCH NEXT FROM strprc_cursr END CLOSE strprc_cursr DEALLOCATE strprc_cursr DELETE ASReplicatinObjects 28

29 --Delete stred prcedures, fr example, %xp and _%. 53 sp, fr each --Replicatin setup. = N'P' insert int ASReplicatinObjects select name, type, crdate frm sysbjects where (type =@bjecttype) and (name like N'%xpand_%' r name like N'%p_cft_%') rder by name select cunt(*) frm ASReplicatinObjects as CuntStredPrceduresLikeExpand DECLARE strprc_cursr2 CURSOR FOR SELECT name FROM ASReplicatinObjects WHERE type OPEN strprc_cursr2 FETCH NEXT FROM strprc_cursr2 = 0 BEGIN +@bjecttype EXEC FETCH NEXT FROM strprc_cursr2 END CLOSE strprc_cursr2 DEALLOCATE strprc_cursr2 DELETE ASReplicatinObjects --Delete views. = N'V' insert int ASReplicatinObjects -- In case views shuld be remved frm metabase. select name, type, crdate frm sysbjects where (type='v') and (name like N'ctsv_%' r name like N'tsvw_%' r name like N'CRMPub%' 29

30 r name like N'CRMMetaPub%') rder by name select cunt(*) frm ASReplicatinObjects as CuntViews DECLARE view_cursr CURSOR FOR SELECT name FROM ASReplicatinObjects WHERE type OPEN view_cursr FETCH NEXT FROM view_cursr = 0 BEGIN +@bjecttype + N'['+@bjectName +N']' EXEC FETCH NEXT FROM view_cursr END CLOSE view_cursr DEALLOCATE view_cursr DELETE ASReplicatinObjects --Delete tables. = N'U' insert int ASReplicatinObjects select name, type, crdate frm sysbjects where (type='u') and (name like N'%nflict_%' ) rder by name select cunt(*) frm ASReplicatinObjects as CuntTables DECLARE table_cursr CURSOR FOR SELECT name FROM ASReplicatinObjects WHERE type 30

31 OPEN table_cursr FETCH NEXT FROM table_cursr WHILE = 0 BEGIN -- "-" in table name has a syntax prblem, s add [] arund table name. +@bjecttype + N'['+@bjectName + N']' EXEC FETCH NEXT FROM table_cursr END CLOSE table_cursr DEALLOCATE table_cursr DELETE ASReplicatinObjects DROP TABLE ASReplicatinObjects 31

32 This is a preliminary dcument and may be changed substantially prir t final cmmercial release f the sftware described herein. The infrmatin cntained in this dcument represents the current view f Micrsft Crpratin n the issues discussed as f the date f publicatin. Because Micrsft must respnd t changing market cnditins, it shuld nt be interpreted t be a cmmitment n the part f Micrsft, and Micrsft cannt guarantee the accuracy f any infrmatin presented after the date f publicatin. This White Paper is fr infrmatinal purpses nly. MICROSOFT MAKES NO WARRANTIES, EXPRESS OR IMPLIED, AS TO THE INFORMATION IN THIS DOCUMENT. Cmplying with all applicable cpyright laws is the respnsibility f the user. Withut limiting the rights under cpyright, n part f this dcument may be reprduced, stred in r intrduced int a retrieval system, r transmitted in any frm r by any means (electrnic, mechanical, phtcpying, recrding, r therwise), r fr any purpse, withut the express written permissin f Micrsft Crpratin. Micrsft may have patents, patent applicatins, trademarks, cpyrights, r ther intellectual prperty rights cvering subject matter in this dcument. Except as expressly prvided in any written license agreement frm Micrsft, the furnishing f this dcument des nt give yu any license t these patents, trademarks, cpyrights, r ther intellectual prperty Micrsft Crpratin. All rights reserved. Micrsft, Active Directry, Windws, and Windws Server are either registered trademarks r trademarks f Micrsft Crpratin in the United States and/r ther cuntries. The names f actual cmpanies and prducts mentined herein may be the trademarks f their respective wners. 32