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
13		-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.
	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.
14	14
15		-This is how you proceed:
	16	+== Installation under Windows Server 2016, 2019 or 2022 ==
16	16
	18	+Start by opening Server Manager on your system.
17	17
18		-= Installation of Internet Information Services (IIS) =
	20	+[[Server Manager>>image:69_Helpdesk Web Interface installieren Server Manager_896.png]]
19	19
20		-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:
	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:
21	21
22		-IIS 10: Windows Server 2016 / Windows Server 2019 / Windows Server 2022
	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)
23	23
24		-== Installation on Windows Server 2016 ==
	42	+[[Select Server roles>>image:1695733411358-461.png]]
25	25
26		-~1. Open Server Manager and go to //Manage// > //Add Roles and Features//. This opens the Add Roles and Features Wizard.
27		-2. Under //Installation type//, select //Role-based or feature-based installation//.
28		-3. Under //Server selection//, select the target server on which IIS is to be installed.
29		-4. Under //Server roles//, navigate to //Web Server (IIS).//
30		-//5. Under Web Server //and //Administration Tools,// activate the following roles by ticking the box:
	44	+6. Click //Continuing//.
	45	+7. On the next page, leave the features checked and then click //Install//. Only then will IIS installed.
31	31
32		-(% style="width:666.778px" %)
33		-|**Web server**|**Hooking role**
34		-|General HTTP Features|Static content (installed)
35		-|Performance|Compression of static content (installed)
36		-|Security|Requirement filtering (installed)
37		-| |Windows Authentication (Installed)
38		-|System status and diagnostics|HTTP logging (installed)
39		-| |Requirements monitoring (installed)
40		-|Application development|.NET extensibility 4.7
41		-| |ASP.NET 4.7
42		-|**Management programmes**|
43		-| |IIS Management Console
44		-|Compatibility with IIS6 administration|IIS6 meta compatibility (installed)
45		-|Administrative service (installed)|Administrative service (installed)
	47	+(((
	48	+
46	46
47		-{{figure}}
48		-[[image:1695733411358-461.png]]
	50	+= Installing the Web Interfaces =
49	49
50		-{{figureCaption}}
51		-Server Manager for Windows Server 2016
52		-{{/figureCaption}}
53		-{{/figure}}
	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//.
54	54
55		-6. Click //Next//.
56		-7. On the next page, leave the ticked features as they are and then click //Install//. Only then will IIS be installed.
	54	+== Installation of Internet Information Services (IIS) ==
57	57
58		-== Installation under Windows Server 2019 ==
	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.
59	59
60		-~1. Open the Server Manager and go to //Manage// > //Add Roles and Features//. This opens the Add Roles and Features Wizard.
61		-2. Under //Installation Type//, select //Role-based or feature-based installation//.
62		-3. Under //Select Server//, select the target server on which IIS is to be installed.
63		-4. Under //Server Roles//, go to //Web Server (IIS). Under Web Server //and //Administrative Tools,// activate the following roles by checking the box:
64	64
65		-(% style="width:666.778px" %)
66		-|**Web server**|**Hooking role**
67		-|General HTTP Features|Static content (installed)
68		-|Performance|Compression of static content (installed)
69		-|Security|Requirement filtering (installed)
70		-| |Windows Authentication (Installed)
71		-|System status and diagnostics|HTTP logging (installed)
72		-| |Requirements monitoring (installed)
73		-|Application development|.NET extensibility 4.7
74		-| |ASP.NET 4.7
75		-|**Management programmes**|
76		-| |IIS Management Console
77		-|Compatibility with IIS6 administration|IIS6 meta compatibility (installed)
78		-|Administrative service (installed)|Administrative service (installed)
	59	+= Configurations in the ACMP Console =
79	79
80		-{{figure}}
81		-[[image:Server-Manager 2022.PNG||data-xwiki-image-style-alignment="center" height="750" width="810"]]
	61	+Follow the steps to complete the configuration for using the Web Interface in the ACMP Console.
	62	+)))
82	82
83		-{{figureCaption}}
84		-Server Manager for Windows Server 2019
85		-{{/figureCaption}}
86		-{{/figure}}
	64	+== 1. Classify IP address as trusted ==
87	87
88		-6. Click //Next//.
89		-7. On the next page, leave the ticked features as they are and then click //Install//. Only then will IIS be installed.
	66	+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.
90	90
91		-== Installation under Windows Server 2022 ==
92	92
93		-~1. Open the Server Manager and go to //Manage// > //Add Roles and Features//. An assistant for adding roles and features will open.
94		-2. Under //Installation type//, select //Role-based or feature-based installation//.
95		-3. Under //Server selection//, select the target server on which IIS is to be installed.
96		-4. Under //Server Roles//, go to //Web Server (IIS). Under Web Server //and //Administration Tools,// also enable the following roles by checking the box:
	69	+[[Enter IP address as trusted server>>image:69_Helpdesk Web Interface Vertrauenswürdige Webserver_746.png]]
97	97
98		-(% style="width:666.778px" %)
99		-|**Web server**|**Hooking role**
100		-|General HTTP Features|Static content (installed)
101		-|Performance|Compression of static content (installed)
102		-|Security|Requirement filtering (installed)
103		-| |Windows Authentication (Installed)
104		-|System status and diagnostics|HTTP logging (installed)
105		-| |Requirements monitoring (installed)
106		-|Application development|.NET extensibility 4.7
107		-| |ASP.NET 4.7
108		-|**Management programmes**|
109		-| |IIS Management Console
110		-|Compatibility with IIS6 administration|IIS6 meta compatibility (installed)
111		-|Administrative service (installed)|Administrative service (installed)
	71	+{{aagon.warnungsbox}}
	72	+All incoming Web Interface requests from a server not listed here will be dismissed.
	73	+{{/aagon.warnungsbox}}
112	112
113		-{{figure}}
114		-[[image:Server-Manager 2022.PNG||data-xwiki-image-style-alignment="center" height="750" width="810"]]
115	115
116		-{{figureCaption}}
117		-Server Manager for Windows Server 2022
118		-{{/figureCaption}}
119		-{{/figure}}
120	120
121		-6. Click //Next//.
122		-7. On the next page, leave the ticked features as they are and then click //Install//. Only then will IIS be installed.
	77	+== 2. Enable Web Interface ==
123	123
124		-= Installing the Web Interface =
	79	+In the settings, open //Web Interface// > //General//. Enable the checkbox //Helpdesk Web Interface is active// and save the configuration via the ribbon bar.
125	125
126		-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//.
127	127
128		-= Configuration in the ACMP Console =
	82	+[[Activate Web Interface>>image:69_Helpdesk Web Interface installieren aktivieren_583.png]]
129	129
130		-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.
	84	+== 3. Accessing the Web Interface ==
131	131
132		-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//.
	86	+There are three ways to access the Web Interface:
133	133
134		-{{aagon.infobox}}
135		-All incoming web interface requests from a server not listed here will be rejected!
136		-{{/aagon.infobox}}
	88	+|(% style="width:147px" %)**Access**|(% style="width:270px" %)**Call**|(% style="width:1276px" %)**Description**
	89	+|(% 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).
	90	+|(% 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.
	91	+|(% 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.
137	137
138		-{{figure}}
139		-[[image:vertrauenswürdige webserver.png||data-xwiki-image-style-alignment="center" height="420" width="800"]]
140	140
141		-{{figureCaption}}
142		-Enter trusted web severs
143		-{{/figureCaption}}
144		-{{/figure}}
145	145
146		-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//.
	95	+= Updating the web interfaces =
147	147
148		-== Activate Web Interfaces ==
	97	+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/]].
149	149
150		-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.//
151	151
152		-{{figure}}
153		-[[image:Web Interfaces aktivieren.png||data-xwiki-image-style-alignment="center" height="361" width="800"]]
154	154
155		-{{figureCaption}}
156		-Enabling the Helpdesk Web Interface
157		-{{/figureCaption}}
158		-{{/figure}}
	101	+== Procedure for reinstalling the Web Interface ==
159	159
160		-== Accessing Web Interface ==
	103	+~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.
161	161
162		-To access the web interfaces, you have the following three options:
	105	+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.
163	163
164		-=== Self Service ===
	107	+3. After the update, check that the correct port and IP address have been entered in the configuration files by the ACMP Server.
165	165
166		-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.
167	167
168		-The call is made via the following link: http:~/~/[Server IP]/Self-Service/
	110	+[[Web Interface Installation Wizard>>image:69_ACMP Web Interface Installer_495.png]]
169	169
170		-=== Self Service SSO ===
	112	+{{aagon.infobox}}
	113	+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!
	114	+{{/aagon.infobox}}
171	171
172		-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.
	116	+{{aagon.infobox}}
	117	+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.
	118	+{{/aagon.infobox}}
173	173
174		-The call is made via the following link: http:~/~/[Server IP]/Self-Service/SSO
	120	+[[Values in settings.ini>>image:69_Web Interface settings.ini_468.png]]
175	175
176		-=== Helpdesk ===
	122	+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:
177	177
178		-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.
	124	+|Web.config (Helpdesk Web Interface)|//C:\Program Files (x86)\Aagon\ACMP Web Interfaces\Helpdesk Webinterface//
	125	+|web.config (SSO)|//C:\Program Files (x86)\Aagon\ACMP Web Interfaces\SSO//
179	179
180		-The ACMP Helpdesk Web Interface can be accessed via the following link: http:~/~/[Server-IP]/Helpdesk/
	127	+Check the following rows in both files and ensure that the values for the server IP and server port are correct:
181	181
182		-= Updating the Web Interfaces =
	129	+{{code}}
	130	+<add key="ServerIP" value="127.0.0.1" />
	131	+<add key="ServerPort" value="2106" />
183	183
184		-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.
	133	+{{/code}}
185	185
186		-If you need to reinstall the Web Interface, please follow these steps:
187	187
188		-~1. Navigate to //%programfiles%\Aagon\ACMP Server\Clients //in the //WebInterfaceSetup// folder. Execute the //WebSetups.msi //file to install the web interfaces on the IIS.
189		-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.
190		-3. After the update, check whether the correct port and the correct IP address of the ACMP Server are entered in the configuration files:
191	191
192		-{{aagon.infobox}}
193		-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!
194		-{{/aagon.infobox}}
	137	+== Special case in web.config (helpdesk web interface configuration file) ==
195	195
196		-{{aagon.infobox}}
197		-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.
198		-{{/aagon.infobox}}
	139	+The following additional setting is available in web.config (see above):
199	199
200		-{{figure}}
201		-[[image:settings.ini.png||data-xwiki-image-style-alignment="center"]]
	141	+{{code}}
	142	+<add key="HttpsHyperlinkCustomFieldsPrefix" value="true"/> - Default: True
	143	+{{/code}}
202	202
203		-{{figureCaption}}
204		-Reading the values in settings.ini
205		-{{/figureCaption}}
206		-{{/figure}}
	145	+If this row is not displayed, you can insert it under <appSettings>.
207	207
208		-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//.
	147	+[[Inserted row>>image:69_Web Interface_Sonderfall Config Datei_758.png]]
209	209
210		-The following values may need to be changed in both files:
	149	+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:
211	211
212		-{{figure}}
213		-[[image:webconfig.png||data-xwiki-image-style-alignment="center"]]
	151	+{{code}}
	152	+CustomField Value = aagon.de
	153	+Webinterface CustomField Value = https://aagon.de
214	214
215		-{{figureCaption}}
216		-Customizing the values
217		-{{/figureCaption}}
218		-{{/figure}}
	155	+{{/code}}
219	219
220		-The Update is then complete.
	157	+If “False”, the behaviour is the same as in older versions and the hyperlink advances the current address.
221	221
	159	+{{code}}
	160	+CustomField Value = aagon.de
	161	+Webinterface CustomField Value = https://helpdesk.example.de/Self-Service/Pages/aagon.de
	162	+
	163	+{{/code}}
	164	+
	165	+The update is now complete.
	166	+
222	222	{{aagon.infobox}}
223		-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!
	168	+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!
224	224	{{/aagon.infobox}}