House-on-the-Hill Logo

IT Service Management (ITSM / ITIL)

Powerful, quick, simple, ticket logging software. Tailor the way you want to create tickets.

Computer Aided Facilities Management (CAFM)

Manage your whole property portfolio, jobs and keep your engineers on the road.

Customer Service Desk Management (CSM)

Help your team to provide quality customer support and use data driven decisions from reports and more.

FOI & SAR Case Management Software

Turn requests into fully audited cases that track Freedom of Information, Subject Access Requests, EIR, Discovery & more.

Enterprise Service Management (ESM)

Making our house your organisation's digital home
Pricing

Roadmap

To be a household name in helping organisations exceed customer expectations through
​⚡super-charged service delivery ⚡

About House-on-the-Hill

A small business running powerful service desk solutions

Customer Testimonials

Dont just take our word for it, see what our customers say

Blog

Keep up to date with all that we do at HotH

Customer Case Studies

Read how we helped businesses make our House, their Home

Contact House-on-the-Hill

Need help? Want a demo? Questions on our pricing? Get in touch, were ready to help

Careers

Interested in joining the HotH team?

Social Values

We are proud to support charities, fund-raising events and work experience programs
Installation Prerequisites - houseonthehill.com Product Documentation

Installation Prerequisites

Introduction

This document aims to provide a broad outline to the prerequisites for the installation of HotH and to provide some visibility of any existing project milestone dates that may be in place. It is aimed at the most common installations that HotH are asked to carry out and may not be applicable for all cases.

If your installation does not fit into the scenario described below and you have further questions please contact us at support@houseonthehill.com.

In conjunction with the document it is recommended that the minimum System Requirements document is also read at:

HotH System Requirements – houseonthehill.com Product Documentation

Once information about the installation has been collated we would ask that the installation checklist be filled in at:

Setup Task List – houseonthehill.com Product Documentation

http://houseonthehill.com/supportdesk-installation-checklist/

Project Milestones

We understand that the implementation of HotH may already be subject to internal Project milestone dates. These may have been discussed during the sales process but for clarity we would ask that as well as providing information about the infrastructure you also advise us if you have target dates for the following:

  • Software Installation.
  • Configuration completion. (Please describe the scope of configuration or any phasing that may be in place)
  • Completion of testing.
  • Go live for manual ticket logging.
  • Go live for Self Service ticket logging. ( If applicable)

Installation Type

The most common type of installation is for HotH to be installed on one machine that is serving as Application, Web and Database Server, on a Microsoft platform with SQL Server as the Database.

HotH can however be split across multiple servers if the projected load or resident environment favours this. Options available are:

  1. Application and Web on machine 1. Database on machine 2.
  2. Application on machine 1. Database on machine 2. Web Server on machine 3.
  3. If an external Web interface is to be installed this can be installed on a separate machine within the DMZ and with database-only connection made from this machine to the Database Server. The default port for this is 1433 which will need opening.

Requirements

For any of the above scenarios:

  1. SQL Server must be installed in mixed authentication mode (Windows and SQL Server Authentication). HotH uses 1 SQL account for all database connections. The sa password should be available.
  2. It would be helpful if IIS is already installed. If installing on Windows 2008+, it would also help to have the IIS Role already installed prior to the installation.
  3. Will there be sufficient permissions for us to add the IUSR account to the permissions list of the HotH folder (in order for the Web client to work)?
  4. HotH will need a user account with Administrator rights on any machine being worked on. For the application server and web server we will need the ability to change folder level permissions and install software.
  5. If SQL Data and Logs have specific storage areas please have these documented.
  6. The creation of SQL Backups and Application backups are the responsibility of the customer.

Considerations with Optional Modules purchased:

Mail

Please read the Technical Setup Guides for Email Send and Email Read options here.

The preferred and easiest installation option is that mail is sent using SMTP and read from a POP-enabled mailbox, alternatively HotH can integrate with MAPI, or IMAP. Please discuss this internally prior to installation. If using SMTP to send mail please ensure there are adequate Relay permissions on the SMTP Server to send mail from the HotH machine. Please be aware also that some AV software can stop HotH sending mail.

LDAP

The HotH machine must be able to connect to an LDAP server. We will require an account and password that has read rights. Please advise us prior to the visit if there are more than 1000 user entries in the AD structure.

Auditing Tool

Are there sufficient permissions on the network so that all clients will have read/write permissions to the server in order to use HotH? It is essential that these permissions are configured in order to run the auditing successfully.

Self Service/WebServer

In order to use the HotH WebServer client you will need to run a web browser that has a version that is greater than Internet Explorer 7 (and preferably IE 9 or later).

Still haven’t found what you’re looking for? Contact documentation@houseonthehill.com

Previous – On-Site TechnicalNext – Windows Client Setup Guide