NetResults ProblemTracker
Using Oracle 8i (or later) Database

The following instructions apply to Oracle 8i (or later). Oracle is a professional RDBMS and by its nature is very complex. This document assumes that you are very familiar with the administration and use of Oracle. Please refer to the documentation included with Oracle for detailed instructions where necessary.

For questions regarding the use of Oracle, please contact Oracle Corporation technical support.

In order to use Oracle with ProblemTracker you must perform the following steps on the machine in which the Oracle Server is installed:

  1. Update the Oracle Driver information (for Oracle 9i only)
  2. Create an Oracle Database
  3. Create PROBLEMTRACKER user
  4. Configuring the Oracle Client (for remote Oracle servers only)

Update the Oracle Driver information -- Oracle 9i only

If you are using Oracle 9i with ProblemTracker, you must enter the name of the Oracle ODBC driver into the Workgroup Management System. To do this, perform the steps listed in the Editing Common Parameters Help section. Then, proceed to the next step to Create an Oracle Database.

Create an Oracle Database

By default ProblemTracker uses a Microsoft Access database, however it can also be used with Oracle. Oracle database is a separately sold product available from Oracle Corporation and is not bundled with ProblemTracker.

To use ProblemTracker with Oracle, you must first create a database using Oracle. You can create a database of any name, although it is recommended that it matches the workgroup name. If your Oracle software is installed on a machine with a Windows-based platform, perform the following steps to create the database. If your Oracle software is installed on a Sun Solaris platform, click here for a different set of steps.

Oracle 8i on Windows platform

  1. Start the Oracle Database Configuration Assistant from the Programs folder menu.
  2. Select the option "Create a database" and click "Next".
  3. If you wish to have a standard Oracle database, select the option "Typical (recommended)" and click "Next". But, if you wish to have the Oracle database use multinationalization, then choose the option "Custom" and click "Next" and continue with the installation.
  4. Select the appropriate method (either copy existing files from the CD, or create new database files) for creating the database and click "Next".
  5. Select the environment (either OLTP, DSS, or Hybrid/Multipurpose system) in which the database will operate and click "Next". The default and the recommended one is a hybrid system.
  6. Enter the approximate number of users who will be concurrently connected to the database at any given time and then click "Next". If you are not sure, accept the default value.
  7. Select the options you want to configure for use in the database and click "Next".
  8. Enter the workgroup name (recommended) for the Global Database Name and the SID (System Identifier) or you can enter any valid database name. If you have chosen the option "Custom" in Step 3, then click the "Change Character Set..." button and choose the appropriate character set you need. Say if you wish to have "UTF8" character set, then choose "UTF8" for the options "Character Set" and "National Character Set" in the dialog and then click "Next".
  9. Select the option "Create database now" and click "Finish". Click "Yes" to the confirmation dialog.

Creation of Oracle database will take few minutes depending on the options you have chosen to configure. Please wait until Oracle gives a confirmation stating that the database has been created and then note the Global Database Name, SID, SYS and SYSTEM account passwords in a safe place. Now you have successfully created an Oracle database.

Oracle 9i on Windows or Sun Solaris platform

  1. Start the Oracle Database Configuration Assistant
  2. Select the option "Create a database" and click "Next".
  3. Select the option "General Purpose" and click "Next".
  4. Enter the Global Database Name in the form "databasename.domain" and the System Identifier (SID) in the form "databasename", then click "Next". It is advised that you select the database name to match the workgroup name that you will be using. However, using a different name is acceptable.
  5. Select the option "Dedicated Server Mode" and click "Next".
  6. Select the "Custom" option.
  7. If you do not plan to use multinationalization, skip to the next step. If you wish to have the Oracle database use multinationalization, then click on the "DB Sizing" tab. In the "Database Character Set" field, select "UTF8".
  8. Click "Next". Click "Next" once more.
  9. Check the option for the option "Create Database" and click "Finish".
  10. Click "OK" to confirm the creation of the database.
  11. Click on the button "Save as an HTML file" to save the database parameters, then click "OK" to proceed with creating the database.
  12. After the database creation operation has completed successfully, click on the "Password Management" button to change the default password and unlock the database accounts of the new database.

Create PROBLEMTRACKER user

ProblemTracker needs an Oracle user to access the Oracle database. Follow these steps to create an Oracle user:

  1. Start the Oracle SQL*Plus.
  2. Login into the newly created Oracle database as an user with proper privilege (CREATE USER system privilege) to create an user. For example, login as the SYSTEM user.
  3. Type in the following commands in the SQL prompt in the same order:

    SQL> CREATE USER PROBLEMTRACKER IDENTIFIED BY PROBLEMTRACKER;
    SQL> GRANT CONNECT, RESOURCE TO PROBLEMTRACKER;

    After executing the above-mentioned two statements, you should receive a confirmation from Oracle saying that the user creation and the grant operation succeeded.

Now you have successfully created the PROBLEMTRACKER user and have granted proper privileges to it.

Configuring Oracle Client on the Web Server machine

If your Oracle server is installed on a machine other than the Web Server, then you have to do the following on the Web Server in order to connect to the Oracle database and use ProblemTracker.

You have to to do the following to configure the Oracle client on the web server machine:

  1. Start Net8 / Net9 Easy Config Utility (or Net8 / Net9) Configuration Assistant) that gets installed when you install the client.
  2. Select the option "Create", give the workgroup name as the "New Net Service Name" and click "Next".
  3. Select "TCP/IP (Internet Protocol)" and click "Next".
  4. Enter the Oracle Server name as the "Host Name" and accept the default for the "Port Number" and click "Next".
  5. Enter the workgroup name for the "Database SID" field and click "Next".
  6. Click "Test Service".
  7. In the new dialog, enter the username and password as PROBLEMTRACKER and click "Test". If the database and the PROBLEMTRACKER user are configured correctly, then a successful connection will be established. Click "Done" to close the dialog.
  8. Click "Finish".

Now you have successfully configured your Oracle client for the ProblemTracker workgroup. To complete the process of creating your Oracle workgroup(s), please complete the steps listed in the Adding a Workgroup section.