Changes for page Helpdesk Web Interface installieren

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1		-{{aagon.priorisierung}}
2		-100
3		-{{/aagon.priorisierung}}
4		-
5	5	{{aagon.floatingbox/}}
6	6
	3	+(% class="wikigeneratedid" %)
	4	+In order to install the Helpdesk Web Interface, some preparations must be made. This includes fulfilling all installation requirements and ensuring compatibility with your system. Below, you will be guided through the process step by step.
	5	+
7	7	= Installation requirements =
8	8
9		-* The Internet Information Service (IIS) must be installed or be in the process of being installed.
10		-* The.NET Framework 4.7.1 is already installed or will be installed with the IIS.
	8	+Ensure that the following components are installed on your system. If this is not yet the case, please install them.
	9	+
	10	+* Internet Information Service (IIS) must be installed
	11	+* .NET Framework 4.6.2 is already installed or will be installed when you install Internet Information Service
11	11	* Port 80 or the port set in the IIS settings must be accessible.
12	12
	14	+To be able to use the helpdesk to its full extent, first install IIS and the .NET Framework. Only then should you enter the necessary configurations in the ACMP Console.
13	13
14		-To be able to use the Helpdesk to its full extent, first install the IIS and the.NET Framework. After that, configurations must be made in the ACMP Console.
	16	+== Installation under Windows Server 2016, 2019 or 2022 ==
15	15
16		-This is how you proceed:
	18	+Start by opening Server Manager on your system.
17	17
	20	+[[Server Manager>>image:69_Helpdesk Web Interface installieren Server Manager_896.png]]
18	18
19		-= Installation of Internet Information Services (IIS) =
	22	+1. Navigate to //Quick Launch// > //Add Roles and Features//. A wizard will open in which you must insert the roles and features.
	23	+1. Under //installation type//, select //Role-based or feature-based installation//.
	24	+1. Under //Server Selection//, select the target server on which IIS is to be installed.
	25	+1. Under //Server Roles//, navigate to //Web Server (IIS)//.
	26	+1. Under //Web Server// and //Management Tools//, enable the following roles by ticking the boxes:
20	20
21		-IIS is supplied as standard from Windows XP as an additional Windows component; however, it must be installed in advance in order to use it. Since the newer Windows versions also come with newer IIS versions, this chapter explains the installation of IIS for the various Windows server versions. In each case, it is the IIS version that is provided by the corresponding Windows version by default:
	28	+|(% style="width:422px" %)**Web Server**|(% style="width:1270px" %)**Hook-on roller**
	29	+|(% style="width:422px" %)General HTTP features|(% style="width:1270px" %)Static content (installed)
	30	+|(% style="width:422px" %)Power|(% style="width:1270px" %)Compression of static content (installed)
	31	+|(% style="width:422px" %)Security|(% style="width:1270px" %)Requirement filtering (installed)
	32	+|(% style="width:422px" %) |(% style="width:1270px" %)Windows Authentication (Installed)
	33	+|(% style="width:422px" %)System status and diagnostics|(% style="width:1270px" %)HTTP logging (installed)
	34	+|(% style="width:422px" %) |(% style="width:1270px" %)Requirement monitoring (installed)
	35	+|(% style="width:422px" %)Application development|(% style="width:1270px" %).NET extensibility 4.7
	36	+|(% style="width:422px" %) |(% style="width:1270px" %)ASP.NET 4.7
	37	+|(% style="width:422px" %)**Administrative programmes**|(% style="width:1270px" %)
	38	+|(% style="width:422px" %) |(% style="width:1270px" %)IIS Management Console
	39	+|(% style="width:422px" %)Compatibility with IIS6 management|(% style="width:1270px" %)IIS6 meta compatibility (installed)
	40	+|(% style="width:422px" %)Administration service (installed)|(% style="width:1270px" %)Administration service (installed)
22	22
23		-IIS 10: Windows Server 2016 / Windows Server 2019 / Windows Server 2022
	42	+[[Select Server roles>>image:1695733411358-461.png]]
24	24
25		-== Installation on Windows Server 2016 ==
	44	+6. Click //Continuing//.
	45	+7. On the next page, leave the features checked and then click //Install//. Only then will IIS installed.
26	26
27		-~1. Open Server Manager and go to //Manage// > //Add Roles and Features//. This opens the Add Roles and Features Wizard.
28		-2. Under //Installation type//, select //Role-based or feature-based installation//.
29		-3. Under //Server selection//, select the target server on which IIS is to be installed.
30		-4. Under //Server roles//, navigate to //Web Server (IIS).//
31		-//5. Under Web Server //and //Administration Tools,// activate the following roles by ticking the box:
	47	+(((
	48	+
32	32
33		-(% style="width:666.778px" %)
34		-|**Web server**|**Hooking role**
35		-|General HTTP Features|Static content (installed)
36		-|Performance|Compression of static content (installed)
37		-|Security|Requirement filtering (installed)
38		-| |Windows Authentication (Installed)
39		-|System status and diagnostics|HTTP logging (installed)
40		-| |Requirements monitoring (installed)
41		-|Application development|.NET extensibility 4.7
42		-| |ASP.NET 4.7
43		-|**Management programmes**|
44		-| |IIS Management Console
45		-|Compatibility with IIS6 administration|IIS6 meta compatibility (installed)
46		-|Administrative service (installed)|Administrative service (installed)
	50	+= Installing the Web Interfaces =
47	47
48		-{{figure}}
49		-[[image:1695733411358-461.png]]
	52	+The installation file for the Web Interfaces can be found at the path %ACMPServerInstallationDirectory%\//Clients\WebInterfaceSetup. //Execute the ‘WebSetups.msi’ file to install both web interfaces (Self Service and Self Service SSO) on an IIS. Follow the installation instructions to complete the installation. The Web Interfaces are now installed in the directory //%programfiles%\Aagon\ACMP Web Interfaces//.
50	50
51		-{{figureCaption}}
52		-Server Manager for Windows Server 2016
53		-{{/figureCaption}}
54		-{{/figure}}
	54	+== Installation of Internet Information Services (IIS) ==
55	55
56		-6. Click //Next//.
57		-7. On the next page, leave the ticked features as they are and then click //Install//. Only then will IIS be installed.
	56	+IIS is included as an additional Windows component by default, but must be installed in advance in order to be used. The following section therefore explains the installation of IIS for the following Windows Server versions: IIS 10: Windows Server 2016, Windows Server 2019 and Windows Server 2022.
58	58
59		-== Installation under Windows Server 2019 ==
	58	+{{box}}
	59	+**Tip: Loading times in the Web Interface**
	60	+Loading times in the Web Interface can sometimes be very long, which may affect your workflow. Check the Internet Information Services (IIS) Manager to see how the start mode is set for this.
	61	+You can access it as follows: Open the IIS Manager and select your server in the right-hand navigation pane. Then click on “Application Pools” and select the entry "ACMPWebInterfaces" from the list. Now right-click to open the advanced settings and check the start mode in the //General //section, if it be set to “AlwaysRunning”.
	62	+{{/box}}
60	60
61		-~1. Open the Server Manager and go to //Manage// > //Add Roles and Features//. This opens the Add Roles and Features Wizard.
62		-2. Under //Installation Type//, select //Role-based or feature-based installation//.
63		-3. Under //Select Server//, select the target server on which IIS is to be installed.
64		-4. Under //Server Roles//, go to //Web Server (IIS). Under Web Server //and //Administrative Tools,// activate the following roles by checking the box:
	64	+= Configurations in the ACMP Console =
65	65
66		-(% style="width:666.778px" %)
67		-|**Web server**|**Hooking role**
68		-|General HTTP Features|Static content (installed)
69		-|Performance|Compression of static content (installed)
70		-|Security|Requirement filtering (installed)
71		-| |Windows Authentication (Installed)
72		-|System status and diagnostics|HTTP logging (installed)
73		-| |Requirements monitoring (installed)
74		-|Application development|.NET extensibility 4.7
75		-| |ASP.NET 4.7
76		-|**Management programmes**|
77		-| |IIS Management Console
78		-|Compatibility with IIS6 administration|IIS6 meta compatibility (installed)
79		-|Administrative service (installed)|Administrative service (installed)
	66	+Follow the steps to complete the configuration for using the Web Interface in the ACMP Console.
	67	+)))
80	80
81		-{{figure}}
82		-[[image:Server-Manager 2022.PNG||data-xwiki-image-style-alignment="center" height="750" width="810"]]
	69	+== 1. Classify IP address as trusted ==
83	83
84		-{{figureCaption}}
85		-Server Manager for Windows Server 2019
86		-{{/figureCaption}}
87		-{{/figure}}
	71	+In the ACMP Console, navigate to //System// > //Settings// > //ACMP// //Server// > //Networks//. To allow all requests from the Web Interface, you must first classify the IP address of the web server as trusted. Under //Trusted Web Servers//, insert the server on which the Web Interface is installed and whose requests are to be allowed. If the Web Interface is installed on the same computer as the ACMP server, it is already entered with the address 127.0.0.1. If this is not the case, you must enter the network address manually. To do this, click on //Add//, enter the network address and then click on //OK//. The IP address now appears below the trusted web servers.
88	88
89		-6. Click //Next//.
90		-7. On the next page, leave the ticked features as they are and then click //Install//. Only then will IIS be installed.
91	91
92		-== Installation under Windows Server 2022 ==
	74	+[[Enter IP address as trusted server>>image:69_Helpdesk Web Interface Vertrauenswürdige Webserver_746.png]]
93	93
94		-~1. Open the Server Manager and go to //Manage// > //Add Roles and Features//. An assistant for adding roles and features will open.
95		-2. Under //Installation type//, select //Role-based or feature-based installation//.
96		-3. Under //Server selection//, select the target server on which IIS is to be installed.
97		-4. Under //Server Roles//, go to //Web Server (IIS). Under Web Server //and //Administration Tools,// also enable the following roles by checking the box:
	76	+{{aagon.warnungsbox}}
	77	+All incoming Web Interface requests from a server not listed here will be dismissed.
	78	+{{/aagon.warnungsbox}}
98	98
99		-(% style="width:666.778px" %)
100		-|**Web server**|**Hooking role**
101		-|General HTTP Features|Static content (installed)
102		-|Performance|Compression of static content (installed)
103		-|Security|Requirement filtering (installed)
104		-| |Windows Authentication (Installed)
105		-|System status and diagnostics|HTTP logging (installed)
106		-| |Requirements monitoring (installed)
107		-|Application development|.NET extensibility 4.7
108		-| |ASP.NET 4.7
109		-|**Management programmes**|
110		-| |IIS Management Console
111		-|Compatibility with IIS6 administration|IIS6 meta compatibility (installed)
112		-|Administrative service (installed)|Administrative service (installed)
113	113
114		-{{figure}}
115		-[[image:Server-Manager 2022.PNG||data-xwiki-image-style-alignment="center" height="750" width="810"]]
	81	+== 2. Enable Web Interface ==
116	116
117		-{{figureCaption}}
118		-Server Manager for Windows Server 2022
119		-{{/figureCaption}}
120		-{{/figure}}
	83	+In the settings, open //Web Interface// > //General//. Enable the checkbox //Helpdesk Web Interface is active// and save the configuration via the ribbon bar.
121	121
122		-6. Click //Next//.
123		-7. On the next page, leave the ticked features as they are and then click //Install//. Only then will IIS be installed.
124	124
125		-= Installing the Web Interface =
	86	+[[Activate Web Interface>>image:69_Helpdesk Web Interface installieren aktivieren_583.png]]
126	126
127		-The installation file for the web interfaces can be found under the path //%programfiles%\Aagon\ACMP Server\Clients\WebInterfaceSetup//. Execute the file WebSetups.msi to install both web interfaces on an IIS. Follow the installation instructions to complete the installation. The web interfaces are now installed in the directory //%programfiles%\Aagon\ACMP Web Interfaces//.
	88	+== 3. Accessing the Web Interface ==
128	128
129		-= Configuration in the ACMP Console =
	90	+There are three ways to access the Web Interface:
130	130
131		-To allow any requests from the Web Interface, the IP address of the web server must be trusted. The IP address is entered in the ACMP Console.
	92	+|(% style="width:147px" %)**Access**|(% style="width:270px" %)**Call**|(% style="width:1276px" %)**Description**
	93	+|(% style="width:147px" %)Self Service|(% style="width:270px" %)http:~/~/[Server-IP]/Self-Service/|(% style="width:1276px" %)The Self Service Web Interface enables employees to create tickets, which can then be edited by helpdesk staff. To access the Self Service Web Interface, a user account must be created in the ACMP Console (see User Management).
	94	+|(% style="width:147px" %)Self Service SSO|(% style="width:270px" %)http:~/~/[Server-IP]/Self-Service/SSO|(% style="width:1276px" %)You can enable Single Sign-On for the Self Service Web Interface. To do this, the user must be logged on to an [[Active Directory>>doc:ACMP.69.ACMP-Solutions.System.Einstellungen.ACMP Server.WebHome||anchor="HActiveDirectory"]] and [[AD authentication>>doc:ACMP.69.ACMP-Solutions.System.Einstellungen.ACMP Server.WebHome||anchor="HActiveDirectory"]] must also be activated in the ACMP Console.
	95	+|(% style="width:147px" %)Helpdesk|(% style="width:270px" %)http:~/~/[Server-IP]/Helpdesk/|(% style="width:1276px" %)As a helpdesk employee, you have access to the helpdesk and to the tickets assigned to you, which you can also edit.
132	132
133		-In the ACMP Console, navigate to //System > Settings > ACMP Server > Networks.// The server on which the web interface is installed and whose requests are to be allowed is specified in the area under //Trusted web servers//.
134	134
135		-{{aagon.infobox}}
136		-All incoming web interface requests from a server not listed here will be rejected!
137		-{{/aagon.infobox}}
138	138
139		-{{figure}}
140		-[[image:vertrauenswürdige webserver.png||data-xwiki-image-style-alignment="center" height="420" width="800"]]
	99	+= Updating the Web Interfaces =
141	141
142		-{{figureCaption}}
143		-Enter trusted web severs
144		-{{/figureCaption}}
145		-{{/figure}}
	101	+After installing an ACMP update, it may be necessary to update the Web Interface for the helpdesk. When patching to a new ACMP version, all solutions that you have installed are usually updated and upgraded. One exception is the web interface, as it is a standalone application. Therefore, if an ACMP update affects the web interface, it must also be updated. You can find out whether an update is required and necessary in the respective [[Release Notes>>https://www.aagon.com/produkte/ueberblick/release-notes-acmp/]] and also in the installation instructions during the console update. The wizard will provide you with info on whether the Web Interface is also listed as an affected component.
146	146
147		-If the web interface is installed on the same machine as the ACMP Server, it is already entered with the address 127.0.0.1. If this is not the case, then add the IP address of the server via //Add//.
	103	+[[Excerpt from the installation instructions (Web Interface update required)>>image:69_Web Interface Update_956.png]]
148	148
149		-== Activate Web Interfaces ==
	105	+If an update is necessary, open //WebSetups.msi// (C:\Program Files (x86)\Aagon\ACMP Server\Clients\WebInterfaceSetup) and follow the steps to update the version to match that of the ACMP Console. The update is now complete.
150	150
151		-To use the web interface, it must first be activated via the ACMP Console. In the ACMP Console, go to //System > Settings > Web Interface > General settings//. Then enable the option //Helpdesk Web Interface is active.//
	107	+== Procedure for reinstalling the Web Interface ==
152	152
	109	+~1. Open Windows Explorer //C:\Program Files (x86)\Aagon\ACMP Server\Clients\WebInterfaceSetup// , where the file //WebSetups.msi// is located. Execute this file to install the Web Interfaces on the IIS.
153	153
	111	+2. Run through the installation wizard. To install the web interfaces in the directory you have selected, select //Install //or specify a different installation path. The installation will begin.
154	154
155		-{{figure}}
156		-[[image:Web Interfaces aktivieren.png||data-xwiki-image-style-alignment="center" height="361" width="800"]]
	113	+3. After the update, check that the correct port and IP address have been entered in the configuration files by the ACMP Server.
157	157
158		-{{figureCaption}}
159		-Enabling the Helpdesk Web Interface
160		-{{/figureCaption}}
161		-{{/figure}}
162	162
163		-== Accessing Web Interface ==
	116	+[[Web Interface Installation Wizard>>image:69_ACMP Web Interface Installer_495.png]]
164	164
165		-To access the web interfaces, you have the following three options:
	118	+{{aagon.infobox}}
	119	+By default, the server port is not transferred during installation or when updating the web interface if it was changed during the ACMP server installation. Therefore, the values must be checked in this step and customized if necessary!
	120	+{{/aagon.infobox}}
166	166
167		-=== Self Service ===
	122	+{{aagon.infobox}}
	123	+If you are unsure about the Server name and Server port, you can find the [[value in settings.ini>>doc:ACMP.69.Arbeiten mit der ACMP Console.Globale Elemente und Funktionen.Aufbau und Konfiguration der settings\.ini.WebHome]] in the ACMP network share in the ACMP Server > Clients folder. Otherwise, you can proceed directly to the next step.
	124	+{{/aagon.infobox}}
168	168
169		-The Self Service web interface allows employees to submit tickets that can be processed by Helpdesk staff. To access the Self Service web interface, a user account must be created in the ACMP Console.
	126	+[[Values in settings.ini>>image:69_Web Interface settings.ini_468.png]]
170	170
171		-The call is made via the following link: http:~/~/[Server IP]/Self-Service/
	128	+Then open the configuration file for the web interface (web.config) and the SSO (web.config). By default, these can be accessed via the following paths:
172	172
173		-=== Self Service SSO ===
	130	+|Web.config (Helpdesk Web Interface)|//C:\Program Files (x86)\Aagon\ACMP Web Interfaces\Helpdesk Webinterface//
	131	+|web.config (SSO)|//C:\Program Files (x86)\Aagon\ACMP Web Interfaces\SSO//
174	174
175		-You can activate a single sign-on for the Self Service web interface. To do this, the user must be logged on to an Active Directory. In addition, the AD authentication must be activated in the ACMP Console.
	133	+Check the following rows in both files and ensure that the values for the server IP and server port are correct:
176	176
177		-The call is made via the following link: http:~/~/[Server IP]/Self-Service/SSO
	135	+{{code}}
	136	+<add key="ServerIP" value="127.0.0.1" />
	137	+<add key="ServerPort" value="2106" />
178	178
179		-=== Helpdesk ===
	139	+{{/code}}
180	180
181		-As a Helpdesk employee, you can access the tickets assigned to you via the Helpdesk Web Interface and edit them as you would in the ACMP Console.
	141	+== Special cases in Web.config (helpdesk web interface configuration file) ==
182	182
183		-The ACMP Helpdesk Web Interface can be accessed via the following link: http:~/~/[Server-IP]/Helpdesk/
	143	+Some settings can be configured via the ‘Web.config’ (see above). Changes can be made primarily under <appSettings>. This includes, for example, the following setting:
184	184
185		-= Updating the Web Interfaces =
	145	+{{code}}
	146	+<add key="HttpsHyperlinkCustomFieldsPrefix" value="true"/> - Default: True
	147	+{{/code}}
186	186
187		-After installing an ACMP Updates, it may be necessary to update the Helpdesk Web Interface. Normally, when ACMP is patched to a new version, all the solutions you have installed are patched. One exception is the Web Interface, because it is a standalone application. Therefore, if an ACMP update affects the Web Interface, it must also be updated. If the Web Interface is affected by an Update, you will be informed via the Release Notes.
	149	+[[Inserted row>>image:69_Web Interface_Config Datei.png||alt="69_Web Interface_Sonderfall Config Datei_758.png"]]
188	188
189		-If you need to reinstall the Web Interface, please follow these steps:
	151	+__Tip__: If this row is not displayed, you can insert it under <appSettings>.
190	190
191		-~1. Navigate to //%programfiles%\Aagon\ACMP Server\Clients //in the //WebInterfaceSetup// folder. Execute the //WebSetup.msi //file to install the web interfaces on the IIS.
192		-2. Go through the installation wizard. To install the web interfaces in the directory you have selected, select //Install//. The installation of the update will now begin.
193		-3. After the update, check whether the correct port and the correct IP address of the ACMP Server are entered in the configuration files:
	153	+If the option is set to ‘True’, the hyperlink addresses of the CustomFields of the type //Hyperlink// that do not have an HTTP or HTTPS prefix are automatically assigned HTTPS in the Web Interface so that they can be accessed:
194	194
195		-{{aagon.infobox}}
196		-Usually when installing or updating the web interface, the server port is not taken over if it was changed during the installation of the ACMP Server. Therefore you have to check the values in this step and change them if necessary!
197		-{{/aagon.infobox}}
	155	+{{code}}
	156	+CustomField Value = aagon.de
	157	+Webinterface CustomField Value = https://aagon.de
198	198
199		-{{aagon.infobox}}
200		-If you are not sure about the server name and the server port, you can look up the values in the Settings.ini file on the ACMP network share in the //ACMP Server > Clients// directory. Otherwise you can skip tot he next step.
201		-{{/aagon.infobox}}
	159	+{{/code}}
202	202
203		-{{figure}}
204		-[[image:settings.ini.png||data-xwiki-image-style-alignment="center"]]
	161	+If “False”, the behaviour is the same as in older versions and the hyperlink advances the current address.
205	205
206		-{{figureCaption}}
207		-Reading the values in settings.ini
208		-{{/figureCaption}}
209		-{{/figure}}
	163	+{{code}}
	164	+CustomField Value = aagon.de
	165	+Webinterface CustomField Value = https://helpdesk.example.de/Self-Service/Pages/aagon.de
210	210
211		-Open the web interface configuration file via //C:\Program Files (x86)\Aagon\ACMP Web Interfaces\Helpdesk Webinterface\Web.config// and the second configuration file via //C:\Program Files (x86)\Aagon\ACMP Web Interfaces\SSO\web.config//.
	167	+{{/code}}
212	212
213		-The following values may need to be changed in both files:
	169	+In addition, you can specify in Web.config whether the first element of the information and login page should always be opened when loading or not. With ACMP version 6.9.2, you have the option of configuring this area and specifying whether the element is expanded (default) or not.
	170	+
214	214
215		-{{figure}}
216		-[[image:webconfig.png||data-xwiki-image-style-alignment="center"]]
	172	+{{code}}
	173	+<add key="InfoListOpenFirstItem" value="true"/>
	174	+<add key="InfoListLoginOpenFirstItem" value="true"/>
217	217
218		-{{figureCaption}}
219		-Customizing the values
220		-{{/figureCaption}}
221		-{{/figure}}
	176	+ </appSettings>
222	222
223		-The Update is then complete.
	178	+{{/code}}
224	224
	180	+ The setting ‘InfoListOpenFirstItem’ specifies the default for the information page, while the row ‘InfoListLoginOpenFirstItem’ overrides this for the login page, where the user first logs in. The following possible values apply to both: The value ‘True’ means that the top (first) element is expanded, and ‘False’ means that it is collapsed (on both the information and login pages).
	181	+
225	225	{{aagon.infobox}}
226		-The settings and configurations in web.config are retained during an update. To secure all continuing individual settings of the Web Interfaces, such as customised and modified graphics or texts, you must make a backup of these and import them after the update of the Web Interfaces!
	183	+The settings and configurations in web.config are retained during an update. To save all continuing individual settings of the Web Interface, such as customised and modified graphics or texts, you must create a backup and import it after updating the Web Interface!
227	227	{{/aagon.infobox}}