Installing the SupportView Application

Table of Contents

Installing the SupportView Application......................................................1

1.
2.
3.

Preparing For Installation........................................................................................4

Configuring SupportView........................................................................................7
Starting SupportView Application.........................................................................11

DOCUMENT CONTROL PAGE

Function: SupportView Installation
Owner: SupportView SourceForge Group
Guide
Revision
1.0

Description of Change
Creation of document

Name
Yulia Mikhalevsky

Revision Date
12/22/03

Preparing for Installation

1. Preparing For Installation

Outlined below are instructions, download links and configuration notes for the 3rd party
software required to run SupportView.
Tomcat Server, MySQL Database Server, Apache Ant and JDK must be installed and
configured for successful deployment of SupportView. Please note that only the listed
softwares version number has been tested with SupportView. Using prior versions is not
recommended; however, all backward compatible later versions should work. Also,
SupportView has only been tested on Windows 2000.
Note: Install all software to the same drive.
Reference: JDK_Home = the pathname of the directory into which JDK is installed
Tomcat_Home = the pathname of the directory into which Tomcat is installed
Ant_Home = the pathname of the directory into which Apache Ant is installed
MySQL_Home = the pathname of the directory into which MySQL Server is installed
SupportView_Home = the pathname of the directory into which SupportView has been installed

1.1. JDK 1.3.1_03 The installer for Java 2 SDK, Standard Edition is available at
http://java.sun.com/products/archive/j2se/1.3.1_03/index.html
1.1.1. Follow instruction available on that site to install JDK.
1.1.2. Set an environment variable JAVA_HOME to the pathname of the
directory into which you installed the JDK release. Follow these steps:
1.1.3. Right Click on My Computer
1.1.4. Select Properties
1.1.5. Select Advanced tab in System Properties
1.1.6. Select New button for System variables
1.1.7. Set Variable to JAVA_ Home and Value to the pathname of JDK_ Home.
1.2. Tomcat Server 4.1.29 SupportView runs on Jakarta Tomcat Server.
The installer is available at http://jakarta.apache.org/site/binindex.cgi.
1.2.1. Follow instructions available on that site to install Tomcat
1.2.2. If using the 4.1.29.exe application to install Tomcat, select NT Service
checkbox in Installation Options window.

1.2.3. If using the 4.1.29.exe application to install Tomcat, in Test Install Setup:
Testing Installer Options window, choose the port that SupportView will run
at (default port is 8080) and the password for the administrator login.
1.3. Apache Ant 1.5.4 Ant script is used to ease the process of deploying the
SupportView. The zip file containing ant installation is available at
http://archive.apache.org/dist/ant/binaries/
1.3.1. Extract the contents of the compressed file
1.3.2. Add ant command to the PATH environment variable. Follow these
steps:
Right Click on My Computer
Select Properties
Select Advanced tab in System Properties
Select and highlight Path variable System variables
Select Edit button
Add the following to the end of the PATH variable value
;Ant_Home\bin
1.3.3. To allow Ant to work with Tomcats manager software, copy catalinaant.jar from Tomcat_ Home /server/lib directory into Ant_ Home /lib
directory
1.4. MySQL 3.23.58 SupportView uses MySQL as a database server.
The installer is available at http://www.mysql.com/downloads/mysql-3.23.html
1.4.1. Follow instructions available on that site to install MySQL server.
1.4.2. To install MySQL on Windows NT/2000 as a service, follow these steps:
In command prompt window, navigate to MySQL_Home/bin folder
Execute the following command: mysqld-max-nt install
Start MySQL Server in Services of Administrative Tools in Control
Panel
1.5. MySQL Connector/ODBC 3.51 Installer is available at
http://www.mysql.com/downloads/api-myodbc-3.51.html
1.5.1. Follow instructions available on that site to install ODBC drivers

1.6. MySQL Connector/J The zip file containing the driver is available at
http://www.mysql.com/downloads/api-jdbc-old.html
1.6.1. Extract the contents of the compressed file to a temp folder
1.6.2. Copy mysql-connector-java-2.0.14-bin.jar, located in the temp folder that
you have extracted files to in previous folder, to Tomcat_Home/common/lib
directory
1.7. MySQLCC 0.9.4 MySQL Control Center can be used to manage MySQL
database. The installer is available at
http://www.mysql.com/downloads/mysqlcc.html
1.7.1. Follow instructions available on that site to install the Control Center
1.7.2. Launch the Control Center from the Start menu

Configuration of SupportView

2. Configuring SupportView
2.1. Database Configuration
2.1.1. Create a new database for SupportView in MySQL Server, use instructions
available on MySQL site (MySQL Control Center provides this capability)
2.1.2. Create a new user that has access to SupportViews database with all
available privileges
2.1.3. Copy basedata.sql from SupportView_Home/database directory to
MySQL_Home/bin directory
2.1.4. To import base data, from command prompt window, navigate to
MySQL_Home/bin folder
2.1.5. Execute the following command: mysql u username dbname <
basedata.sql, where username is the name of the user that you have created
in step b to access SupportViews database and database is the name of
SupportView database created in step 2.1.1
2.1.6. After the import, you will need to create custom data using the SQL
statements, execute them in MySQL Control Center
2.1.7. Product Information enter the product id, product name, and create
timestamp for all products that support cases will be created on.
The product id must be unique. For example:
INSERT INTO products VALUES ('1000','Product1','2003-12-22 12:00:00');
INSERT INTO products VALUES ('1001','Product2', '2003-12-22 12:00:00');

2.1.8. Problem Type Information enter the problem type id, problem type
description and create timestamp for all problem types that support cases
will reference to.
The problem type id must be unique. For example:
INSERT INTO problemtype VALUES ('1000','How To','2003-09-12 12:00:00');
INSERT INTO problemtype VALUES ('1001','Installation/Configuration','2003-09-12
12:00:00');
INSERT INTO problemtype VALUES ('1002','Other Errors in Processing','2003-09-12
12:00:00');
INSERT INTO problemtype VALUES ('1003','Enhancement Request','2003-09-12
12:00:00');

2.1.9. Case Escalation enter the case escalation id, email address, first name,
and last name for 2 individuals (Head Consultants/Managers) that well
receive an escalated notification that the case has not bee updated on time.
The first notification is send to the responsible consultant, then to the
individual with case escalation id = 1, and the person with id=2. This cycle
repeats until the case is updated.
The case escalation id must be 1 and 2. For example:
INSERT INTO caseescalation VALUES (1,'user1','User1Fname','User1Lname');
INSERT INTO caseescalation VALUES (2,'user2', 'User2Fname','User2Lname');

2.1.10. License Information To ease the creation of license information, we will

add
2.1.11. Case Numbers If you want for case number to start with anything
rather than 1, execute the following sql command (replace 20000 with the
number that the case number will start off at)
alter table cases auto_increment=20000
Note: Commit changes after inserting and altering data in MySQL
Note: A sampledata.sql export file is also available that provides sample cases,
customers and other information. To import the sample data, enter sampledata.sql
instead of basedata.sql in Step 2.1.5

2.2. SupportView Application Configuration

2.2.1. Copy kcServlet.jar file located under SupportView_Home /WEB-INF/lib
folder to Tomcat_Home/shared/lib folder
2.2.2. Modify the following properties in build.properties located under
SupportView folder
Set tomcat.home to the pathname of the directory of where you
installed Tomcat
Set manager.url to the URL of Tomcats manager console. The
default port number for Tomcat is 8080 unless you have selected a
different port number during installation
Set username and password to the username/password of the
manager that you have choose during installation (this information
can be found in Tomcat_HOME/conf/tomcat-users.xml file)
2.2.3. Modify the following properties in context.xml located under
SupportView folder
Set the database URL and database name in the following parameter
that will be used by SupportView:
<parameter>
<name>url</name>
<value>jdbc:mysql://localhost/SupportViewDB?autoReconnect=true</value>
</parameter>

Set the username and password of SupportView database:

<parameter>
<name>username</name>
<value>SupportViewUser</value>
</parameter>
<parameter>
<name>password</name>
<value>SupportViewPassword</value>
</parameter>

2.2.4. Modify the following property in folder.xml located under

SupportView_Home /conf folder
<FOLDER PATH="C:\SupportView\download"> - set the path to the
download folder where attachments will be located. In most cases,
only the drive letter will change.
2.2.5. Modify properties in SupportWebConfig.properties located under
SupportView_Home /conf folder. Browse through all properties and set the
appropriate values. This property file contains URLs, SMTP IP address,
emails and etc. All properties must be set for SupportView to function
correctly.

2.2.6. Modify the following properties in web.xml located under

SupportView_Home /WEB-INF folder
Set the path to the path where conf folder is located. In most cases,
only the drive letter will change:
<init-param>
<param-name>configpath</param-name>
<param-value>C:\SupportView\conf</param-value>
</init-param>

Set the path to the path where SupportWebConfig.properties file is

located. In most cases, only the drive letter will change:
<env-entry>
<env-entry-name>PROJECT_CONFIG_LOC</env-entry-name>
<env-entry-value>C:\SupportView\conf</env-entry-value>
<env-entry-type>java.lang.String</env-entry-type>
</env-entry>

3. Starting SupportView Application

3.1. Start Tomcat Server
3.1.1. If you have installed a Tomcat Windows Service, you can start Tomcat
from the Start menu (ensure that Tomcat server is not already running, this can be
verified in Services of Administrative Tools in Control Panel)
3.1.2. Another way to start Tomcat is from Command Prompt window.
Navigate to Tomcat_Home/bin folder, and execute startup command.
3.1.3. For more information on Tomcat Server, please read Tomcat Server user
guide.
3.2. Deploying SupportView
3.2.1. From Command Prompt window, navigate to SupportView_Home folder
3.2.2. Execute the following command: ant deploy
3.3. Final Data Configuration
SupportView can be accessed via the browser at
http://hostname:portnumber/SupportVew where hostname is the hostname of the
machine where SupportView is deployed and portnumber is the port of the
Tomcat server.
3.3.1. Login to SupportView using the provided user
Username = admin
Password = supportviewadmin
3.3.2. Creating Customers
Select Administration link from Support Case Search page.
Select Create Customers link
Enter and Save Customer information
3.3.3. Creating Users
Select Administration link from Support Case Search page.
Select Create Users link
Enter and Save User information (Leave Company Name blank and
check the Internal checkbox for users to have access to SupportView)

3.3.4. Creating License Information License information is a required field to

create cases. It contains the customer and product information. To populate
the license information you will need the product_id and customer_id from
product and customer tables. This is the most difficult part of the
configuration process, and we will add Managing License Information via
GUI in the near future.
a. Execute the following query in MySQL, replace Product1
with the product name that you wish to create license for:
select prod_oid from products where prod_name = 'Product1'

b. Save the result

c. Execute the following query in MySQL, replace Customer1
with the customer name that you wish to create the license for:
select cust_oid from customers where cust_name = 'Customer1'

d. Save the result

e. Execute the following query in MySQL:
INSERT INTO licenseinfo VALUES
('Lic_OID','LicenseName','Customer_OID','Product_OID','SalesRep','H
DWRE_PTF','OS','DB','SupportLevel','2003-12-22 12:00:00','Site');

Replace with the following values:

Lic_OID a unique number
LicenseName name of the license
Customer_OID number that you saved in step 3.3.4d
Product_OID number that you saved in step 3.3.4b

SalesRep the name of the sales representative

HDWRE_PTF hardware platform name
OS operating system
DB database used with the product
SupportLevel support level
Create date
Site site of the products installation
f. Repeat and commit the changes
You are now ready to start using SupportView. This installation guide will be updated
frequently to reflect more details and received feedback.