versaSRS Support
Introduction
versaSRS is a case/ticket management software, people (Requestors) can create Cases by emailing an account that is configured in versaSRS. Cases can also be created manually as needed by Users of versaSRS. Due to most Cases being generated via email versaSRS has Services that control the sending and receipt of these emails. These Services are installed on the server that is hosting versaSRS; this server also contains the versaSRS database and the versaSRS website.
Server Configuration
versaSRS has several requirements of the server that it is being hosted on; typically when you are Supporting versaSRS these will have already been configured before the installation was performed, however it is worth being aware of them and knowing what they should be. If the application has started to behave incorrectly or requires an update it may be necessary to also alter or update one of these requirements.
Windows Configuration requirements can be found here, these are Windows features that need to be enabled within the Control Panel. These features enable the IIS authentication options of Forms and Windows for logging in to versaSRS, as well as ensuring the ASP.Net framework is enabled which is what versaSRS and the versaSRS Services run on. When updating versaSRS it may be necessary to also update the version of .NET currently installed, our Online Help denotes the necessary version and contains a download link.
Database
The database contains all the data that exists in versaSRS, it records Case audit logs and User action audit logs, if there are any unexpected actions on a Case or changes to any Team or versaSRS Global configuration these can be traced within the database. This is also where the maintenance plan lives, if there are any issues with timeouts or slow response times in versaSRS they can sometimes be caused by an inefficient maintenance plan or the maintenance plan tasks running longer than they did previously. To view the maintenance plan and its history go to the Management folder for the server in Microsoft SQL Server Management Studio, right-click the necessary plan and select History, ask the DBA (Database Administrator) or your manager if you do not know the name.
The History will tell you when each task last ran and how long it took; if Users are reporting timeouts or inability to access versaSRS at the start of the work day the maintenance plan is the first thing to check. If you do not have access to the database it will be necessary to be able to easily contact the people that do in order to have any statements ran or questions answered when required.
Web Application
The versaSRS web application is maintained within Microsoft Internet Information Services (IIS) Manager, it has several areas that need to be configured correctly: the connection string, Authorisation method, application pool(s), and bindings. If there are any access issues related to the URL not being able to be resolved or the certificate being expired these will need to be fixed by the relevant technician/support team. If versaSRS is hosted internally then you will need to speak to the network engineer, if the hosting is cloud-based you will need to speak to the cloud provider. If the Authentication is handled by AD (Active Directory), IIS Authentication needs to be set to Windows as well as the relevant versaSRS Global Settings configured. If this is the configured authentication method and it stops working, after checking the relevant IIS and versaSRS config, the AD team will need to be contacted for further support.
The application pool(s) will recycle to ensure that there are no unstable states that lead to application crashes, hangs or memory leaks; if multiple Users begin reporting that they are being automatically logged out of versaSRS around the same time as each other this is likely the cause. You need to set the application pool(s)to recycle at a specific time in order to prevent this occurring; it is very unlikely this scenario will occur unless the server has just been migrated or newly setup.