Important - Please Note
This guide is for a new installation of Naverisk.
If upgrading a previous installation, please refer to the Upgrade Guide.
Introduction
This installation and configuration guide will help you set up and manage your Onsite installation of Naverisk. If you are using our Cloud services, you do not need to install a Site Controller, you are already good to go.
This Guide covers the information needed for a Naverisk administrator to install a Naverisk Instance and create an installation on Windows Servers using Microsoft SQL Server – 2019 or later.
Please note: SQL must be installed in English. If you plan to use a separate server for the SQL DB then you must install it initially on the Naverisk server. During the installation, you can change the SQL location when prompted.
For this Guide, it is assumed that you have just completed an installation of SQL and Windows Server.
Naverisk can be a resource-intensive application and should not have any other services or applications running alongside it on the server. This includes any other websites that can cause issues.
Running Naverisk on a server which doesn’t meet the minimum requirements may cause degraded or unreliable performance.
Naverisk reserves the right to request a server be upgraded to meet the minimum requirements before assisting with performance or reliability issues.
The current version of the Naverisk installer can be downloaded from the link below:
Note:
Once Naverisk has been successfully installed, log in and click on the book Icon in the top right corner of your Naverisk Instance to access the Naverisk Quick Start Videos, User Guides, and Knowledge Base Library.
This installation process is divided into six main parts:
1.0 System Requirements
2.0 Configuring the Server
3.0 Naverisk Installation
4.0 IIS Configuration
5.0 E-automate Configuration (Optional)
6.0 Database Optimization
1.0 System Requirements
1.1 Hardware Requirements
Server Specifications: These are rough guidelines for a Naverisk Onsite Server excluding the requirements for the Operating system of the server and running of SQL.
Dedicated Server:
Instances with >1000 agents: 2 CPUs, 8GB RAM, minimum 120GB free disk space
Instances with 1000 – 2000 agents: 2 CPUs, 8GB RAM, minimum 150GB free disk space
Instances with < 2000 agents: 4 CPUs, 16GB RAM, minimum 200GB free disk space
Site Controller OS Requirements for New Installations
Windows Server
Microsoft Windows Server (64-bit) 2019 or later. (2022 is recommended)
Supported SQL Server Editions
Microsoft SQL Server – 2019 or later. (2022 is recommended)
Notes:
Windows Essentials (Formerly known as Small Business Server or SBS) is not recommended nor supported.
SQL Express is not recommended.
SQL Server must be installed in English. No other languages are supported.
SQL Express Note Explanation:
SQL Server Express has limitations in both performance and database size, which can adversely affect the performance of Naverisk. While SQL Server Express will work for small installations of Naverisk, it is not recommended. In the event of degraded performance or if database size limitations are reached you will need to upgrade to SQL Server Standard or higher.
If using SQL Server Express, it is important to constantly monitor database size to ensure that it does not exceed the limitation of your version of SQL Server Express.
For further details please refer to System Requirements
2.0 Configuring the Server
2.1 Prerequisite Steps
Install Windows Server OS
Set the Server to a fixed IP address,
Ensure the server has good internet access
(The steps below with Roles and Features Require it)Perform Windows updates to ensure the server is fully up-to-date
Install .Net 4.8: https://dotnet.microsoft.com/download/dotnet-framework/net48
2.2 Configure Windows Server Roles and Features
Open “Windows Server Manager” on your Naverisk Server -> Go to the “Manage” Menu (Top left-hand side) -> Click on Add Roles and Features
click “Next” until you get to the “Server Roles”.
Under “Web Server (IIS), " ensure the following are selected.
Web Server
Common HTTP Features
Default Document
Directory Browsing
HTTP Errors
Static Content
Health and Diagnostics
HTTP Logging
Performance
Static Content Compression
Dynamic Content Compression
Security
Request Filtering
Application Development
.NET Extensibility 3.5
.NET Extensibility 4.8
ASP
ASP.NET 3.5
ASP.NET 4.8
ISAPI Extensions
ISAPI Filters
Note: you may only see .Net Extensibility 4.6/4.7/4.8 and ASP.Net 4.6/4.7/4.8 listed, but this is fine
Click “Next” to proceed to the “Features" and select the following:
NET Framework 3.5 Features
.NET Framework 3.5 (includes .NET 2.0 and 3.0)
.NET Framework 4.8 Features
NET Framework 4.8
ASP.NET 4.8
WCF Services
TCP Port Sharing
Windows Identity Foundation 3.5
Click “Next”, “Install” then “Close”.
2.3 Installation of SQL Server
Obtain the installer for SQL and begin the installation of SQL Server. Progress through the install wizard to the “Feature Selection” page.
Note:
At the “Feature Selection” page of the installation, please ensure that the features “Instance Features” > “Database Engine Services” is selected for the installation of SQL Server.
Proceed to complete the installation.
2.4 SSMS (SQL Server Management Studio) Installation
Once SQL Server is installed, please install SQL Management Studio here:
2.5 SQL Server Permissions
The Naverisk Installer needs temporary permissions to create the Naverisk Database. The following steps allow this:
Connect to the SQL Server using the SQL Server Management Studio (SSMS)
Right click the SQL Server node and select ‘Server Properties’
Select the ‘Security’ page from the left-hand pane & confirm ‘SQL Server and Windows Authentication mode’ is selected.
Click ‘OK’ to close the window.
Next, expand and navigate to “Security” -> “Logins.”
Right-click on “NT AUTHORITY\SYSTEM” and select “Properties”.
Next, click on “Server Roles” in the “Select a Page” pane on the left-hand-side.
Ensure that the dbcreator and sysadmin roles are ticked for the account.
Click OK to save these changes.
2.6 Recommended Additional Steps:
It is recommended that you:
Obtain a valid SSL certificate for use with the website (required for HTTPS access);
- You will need to purchase the SSL certificate from a third-party provider.Add a DNS 'A' Record for your Naverisk instance to point to your server’s fixed IP address.
Configure an MX, SPF record, and rDNS for your local SMTP to ensure that your email provider does not mark emails coming from your newly installed Naverisk instance as SPAM.
* It’s assumed that the person completing this installation can achieve these steps, can get assistance from Microsoft or their Systems Engineer to carry out the above installation steps up until this point.
2.7 Firewall Ports
Add the following Rules to the firewall, Regardless of If you have a hardware firewall.
This will give extra control over the Naverisk instance and can be a lifesaver during an upgrade.
Incoming TCP 8092 (Network Controller – Agent listener)
Incoming TCP 9202 (Site Controller - ACT (Agent) listener)
Incoming TCP 9999 (Site Controller – Network Controller listener)
Incoming TCP 9990 (Remote Control relay)
Incoming UDP 9990 (Remote Control relay)
Incoming TCP 8081 (eAutomate Sync Service) – Only if you use eAutomate.
Outgoing TCP 9993 (Management Service)
To enable control of each port, keep these rules configured individually (not combined).
As it will aid when troubleshooting:
Inbound:
Outbound:
If you need to check if a port is open:
In PowerShell, you can run the following command with your server’s IP and the Naverisk port. (in this example 443):
tnc 1.1.1.1 -Port 443
3.0 Naverisk Installation
3.1 Naverisk Site Controller and Website Installation
Execute the NaveriskBundleInstaller.exe from the installation pack:
Please ensure the Naverisk Site Controller, Naverisk Website, and Naverisk BI are ticked as they are required.
(Naverisk Sync Service is optional and only to be installed if you use e-automate.)Once the selections are made, click install:
Follow through the installation wizard
Read the license agreement and indicate acceptance by ticking the 'I Agree' checkbox. (Acceptance is required to continue the installation.)
Then click “Next”.
Choose the Site Controller Installation path and click Next.
(Acceptance of the Default path is highly recommended.)
NOTE:
After the installation, If you are concerned about making backups of the Naverisk Directory, it is better to have a backup product that automatically backs up your Naverisk files to an external location or a secondary drive. A better method would be to have snapshots taken on an incremental regular basis.The installation is ready to proceed. Click Install.
If you have a Naverisk Agent installed on the server – you may be prompted to close the application via the wizard.
You will be presented with a SQL Server authentication prompt.
Please click OK to proceed
The Naverisk Site Controller can take a while, please do not be alarmed if the installer sits at this stage for a while, it is perfectly normal. Eventually, you will be presented with the Naverisk Wizard:
Enter the General Settings for your Naverisk installation:
The User Settings will determine how the default user logs onto the Naverisk system. This user will have all administrative permissions for the system.
Enter your Company Settings as appropriate; the Company Name will be used for the default client in the Naverisk system. The Company Name must match the name used for licensing. If you do not insert the Company name as per your License agreement with Naverisk you will either be requested to change the Company Name, or required to sign a new Agreement.
The Naverisk system needs to know the intended URL that will be used to access the system; enter it in the Website Settings area. This can be changed later if required.
The Email Settings are used to allow the Naverisk system to send Email Alerts. You will need to use a third-party relay such as Office 365, Gmail, or a similar service, and relaying must be turned on and activated. The email settings can be skipped and can be changed later within the Naverisk application settings if required.
Click OK once all settings have been entered.
When completed you will be presented with the below installer window:
Click Finish and the installation should then automatically progress through the Naverisk Website installation:
3.2 E-automate Naverisk Sync Service Installation
(only for those needing e-automate integration)
If you selected the Naverisk Sync Service to be installed, you will be presented with this installation next to install.
A dialogue box requesting the SQL database details will appear. Please choose the correct Database server and login credentials as you did for the Naverisk Installation.
Click OK to proceed
3.3 Business Intelligence Reporting Installation
The Naverisk BI installation will just be a selection of the SQL Database to install.
A dialogue box requesting the SQL database details will appear. Please choose the correct Database server and login credentials as you did for the Naverisk Installation.
Click OK to proceed
The Naverisk installation has been completed.
Click Close to exit the Installation Wizard.
4.0 IIS Configuration
4.1 Introduction
It is strongly recommended that the Naverisk website is published in a secure fashion.
i.e., via HTTPS. The use of HTTP is not secure and may allow third parties to gain access to your Naverisk system.
To use HTTPS, you require a certificate. It is usual for the installation to be available from the internet. So, it is recommended you get an SSL certificate from one of the many certificate providers. Self-signed Certificates are NOT recommended.
If you require the Naverisk Website’s Network Listening port to be different from the default, it is recommended that you choose a supported option from the list below. If you choose a port not listed, the Naverisk Forum Server and the Script Pack Repository will be unable to authenticate your session, and you will be unable to use these services.
The supported non-standard Ports are:
444
4433
4443
8080
4.2 Internet Information Services (IIS) SSL Bindings & Website Path
Open the Internet Information Services (IIS) Manager and select the Default Website.
In the Actions panel on the right-hand-side, select Bindings
Click Add.
Select the type as https.
Select the SSL Certificate you wish to use for the connection.
Click “OK”.
In the connections panel, navigate back to the default Web Site.
Select Advanced Settings from Actions:
In the Advanced Settings set the Physical Path to the Naverisk Web Site Directory.
(By default: “C:\Program Files (x86)\Naverisk\Website”)Click OK.
4.3 Enable Compression on the Naverisk Website
From IIS Manager, select the server’s node > select “compression” from the main panel and then enable both the “dynamic” and “static” content compression.
Specify the thresholds for Compression as:
Only compress files larger than (in bytes): 1000
Cache directory: %SystemDrive%\inetpub\temp\IIS Temporary Compressed Files
Per application pool disk space limit (in MB): 100
Edit the “Compression module of the ‘Default Web Site’ Node (Naverisk) so that both Dynamic and Static Content Compression are enabled
4.4 Update the IIS Server Configuration
Highlight the top-level IIS structure and then double-click the “Configuration Editor” in the main pane.
Change the “Section” dropdown box to the “system.webServer” -> “serverRuntime” node and configure the following values as below:\
frequentHitTimePeriod: 00:10:00
frequentHitThreshold: 2
This will ensure more frequent caching for files than you would have by default.
4.5 Add and Modify Exago App Pools (For Naverisk BI)
Open IIS and right-click on “Applications Pools” -> “Add Application Pool”
Create a new Application Pool with the following details:
Right-click the Application Pool “Exago” and go to the “Advanced Settings”
Make sure that "Load User Profile" is set to “True”
4.6 Add ExagoWeb application (For Naverisk BI)
Right-click on “Default Web Site” -> “Add Application”.
Enter the below configuration:
Alias: Exago
Application Pool: Exago
Physical Path: “C:\Program Files (x86)\Naverisk\Naverisk BI\ExagoWeb”Then click “OK”.
Now repeat the above steps 1-3 for the “ExagoWebAPI” application with the below configuration:
Alias: “ExagoWebAPI”.
Application Pool: “Exago”.
Physical Path: “C:\Program Files (x86)\Naverisk\Naverisk BI\ExagoWebAPI”.
4.7 Additional configurations for specific SQL server scenarios
If your SQL database is installed on a separate server, or if you have multiple SQL instances, then you will need to manually edit the following files to point at the correct SQL instance.
The default value of Name of SQL Server\Instance is localhost. Replace this with the server and the instance names for your environment. For example:
SqIserver
Localhost\instance
SqIserver\Instance
This will need to be changed in the following locations:
“C:\Program Files (x86)\Naverisk\Naverisk\Naverisk BI\ExagoWeb\web.config” (Line 8)
“C:\Program Files (x86)\Naverisk\NaveriskBI\ ExagoWebAPI \Web.config” (Line 5)
E.g.
<add name='DefaultConnection" connectionString="Server=Name of SQL Server\instance
“C:\Program Files (x86)\Naverisk\Naverisk BI\ExagoWeb\Config\WebReports.xml” (Line 208)
<dataconnstr>Data Source=Name of SQL Server\Instance;Initial Catalog=Naverisk
5.0 E-automate Configuration (Optional)
If you installed the e-automate Sync Service, it will need configuration.
As the default settings may not work with your environment.
Please ensure that port 8081 is opened on your firewall.
The “ServicePort” key is the port that the “Sync Service” will communicate on. It is recommended to keep the port standard however, it can be changed depending on your internal infrastructure configuration.
To update the “ServicePort” you need to find the value in the naverisk.Sync.Service.exe.config file.
Navigate to “C:\Program Files (x86)\Naverisk Sync Service” on your Naverisk Server
Open the file called Naverisk.Sync.Service.exe.config with your preferred text editor.
The “NaveriskURL” value will need to change to your Naverisk instance external URL:
If changing this configuration, please remember to update your firewall rules as well so that the “Sync Service” can communicate on that port.
If you have a self-signed HTTPS server certificate you will also need to add the below parameter:
<add key="IgnoreSSLCertificate" value="true" />This is so that the Sync Service communication isn’t disrupted with a security issue message as below:
Once you have configured the “Sync Service” config file to match the configuration of your environment, save the file.
We will now need to restart your Naverisk services following the process below…
Stop the Naverisk services in the following order:NaveriskServiceMonitor
NaveriskSiteController
NaveriskReportingService
NaveriskAgent
Naverisk BI Monitoring Service
Naverisk Sync Service
Once the services have stopped, please start them again with NaveriskServiceMonitor First. Then wait for each to automatically start – refreshing the services mmc snap-in periodically. (if services don’t start automatically, please start them manually)
6.0 Database Optimization
Naverisk has the functionality to perform Daily Maintenance operations out of the box. This involves the cleaning of very old monitoring statistics and the moving of old Archived Tickets to a separate table (thereby reducing the time required to find and retrieve ticket information). By default, Naverisk database maintenance runs at 1 a.m. for 2 hours daily.
6.1 SQL Update the Recovery Model
Due to the large SQL log files for the Naverisk Databases, we recommend changing the recovery model to "Simple":
Right-click on the database name and select ‘Properties’.
Select the Options page from the left-hand pane.
Under the ‘Recovery model’ select "Simple" if not already selected.
Click "OK" to save.
(This can also be performed on the Exago and Quartz databases (if present) but will have a lesser impact.)
6.2 Naverisk Database Maintenance
To customize the database maintenance settings, you need to edit the Site Controller Configuration File to specify at what time you would like to start database maintenance work and duration for this maintenance window to run.
The Configuration File Path:
“C:\program files (x86)\naverisk\sitecontroller” (64-bit systems only)
The steps for enabling SQL database maintenance are as follows:
Open the “NaveriskSiteController.exe.config” file in your text editor.
Search for the word "MaintWindowStartHour" which should take you to:
<add key="MaintWindowStartHour" value="x"/>
The "x" in this context is the circadian time you wish to start database maintenance (0-23 with 0 being midnight), with consideration to the time zone of your Site Controller server.Search for the word "MaintWindowLengthHours" which should take you to:
<add key="MaintWindowLengthHours" value="x"/>
The "x” in this context represents the number of hours you permit the database operations to run. A value of 0 means that Naverisk will not run any daily maintenance operations.Arrange for the Naverisk Site Controller Service to be restarted at a suitable time so that the changes you have made can take effect.