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Upgrading Enterprise HelpDesk

Please read this document before you upgrade. It contains important information about upgrading Enterprise HelpDesk.

What's changed in Enterprise HelpDesk?

  • New distributed configuration (PC-Duo Enterprise HelpDesk SQL Enabled only)
    PC-Duo Enterprise HelpDesk SQL Enabled supports a new and improved "two-tier" configuration that is simpler, easier to set up, and easier to maintain.

    • All PC-Duo Enterprise HelpDesk components are installed on the Web server (you no longer need to separate the HelpDesk Server and the HelpDesk Web Server components).
    • Most databases are located on the SQL Server computer (the database server).

    In this configuration, the database server is a 100% SQL Server (no Jet/Access). This improves performance by eliminating the need for the Web server to have file access to the database server.

    Note The Upgrade program does not convert existing 2-tier installations to the new distributed configuration. The Upgrade program upgrades the 2-tier installation and leaves all Enterprise HelpDesk components where they were originally installed.

  • Extended SQL Server support
    All databases used by Web views can now be migrated to SQL Server. In previous versions of PC-Duo Enterprise HelpDesk, only the issues database and the users database were migrated to SQL Server. Now you can migrate the project definitions database (<project>02.def), the Web views database (censusweb.mdb), and the licenses databases (Licenses.mdb) to SQL Server.
  • New distributed configuration where the database server is a 100% SQL Server (no Jet/Access)
    This improves performance by eliminating the need for the Web server to have file access to the database server.
  • Support for Microsoft SQL Server Desktop Engine (MSDE)
    If you decide to migrate all databases to SQL Server, you can use the free version of SQL Server 2000 that can be downloaded from the SQL Server web site. Note that power customizations will require a license for SQL Server or a third-party tool that can edit SQL Server database tables.
  • Web-based database administration
    Migrate and relocate databases through the Web. Web Admin now includes a Relocation tab that allows you to migrate Access databases to SQL Server, and move (relocate) SQL Server databases between different SQL Servers.
  • Relocate attachments
    Files attached to issues can now be stored on a separate file server instead of on the Web server.
  • Field-level Security
    Individual fields can be made read-only for selected user groups. For example, you could make a field read-only for all users except members of the QA group.
  • Default Values
    Web view users can set the default values for new issues, and the HelpDesk administrator can set default values for all users.
  • <New Issue> macro for building workflow rules that apply only to new issues
    If you have workflow rules that test for new issues looking for empty fields (with the <Empty> macro), you should update the rules to use the <New Issue> macro instead.
  • Windows 2003 (.NET server) Support
  • Sun Java 1.4 Support

  • Improved Web view usability
    When a user starts typing information in a text box, autocomplete suggests possible matches. These matches can include issue descriptions, previous ad-hoc query strings, or information for just about any other field you fill in on a Web view. This saves users time when filling in issue details

    Users can also select from choice lists by typing the first few letters of a choice, instead of having to drop down the list and click the desired choice. This is sometimes called progressive searching, because you can progressively narrow down your search by typing more letters.

  • New DisableDtsField() function for disabling fields
    You can now disable fields by adding the following code to the HTML code after control attribute: 

    <script type='text/javascript'> DisableDtsField('%fieldname%'); </script>

    The following code is now obsolete and should be replaced by DisableDtsFields('%fieldname%'): 

    // Obsolete code
<script type='text/javascript'>
var objFormElement = new CMqFormElement;
objFormElement.initialize('document.Record.%fieldname%');
objFormElement.disableElement(true);
parent.objRecordElements.ExcludeElement('mfrmRecord.%fieldname%');
</script>

    Note In Enterprise HelpDesk 2.3 you can disable fields for specific user groups.

  • Other New Features
    • When you create a new project, you can copy Web views from the base project.
    • Create new issues by duplicating an existing issue.
    • Define a custom description for each Web view. This description is displayed in the list of available views.
    • Build workflow conditions that use the <User> macro.
      You can now build workflow rules that apply only when the current user is the owner of an issue. For example, you may want to allow only the owner of an issue to set certain values in a field.
    • Support for Netscape 6.2.x on Macintosh.

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How do I upgrade?

To successfully upgrade and configure Enterprise HelpDesk, you must be able to log on to Windows with a domain account that has Administrator permissions.

To upgrade Enterprise HelpDesk:

  1. If you have a 2-tier setup of Enterprise HelpDesk, convert it to a 1-tier setup on the Web server. How?

    Enterprise HelpDesk SQL Enabled supports a new distributed configuration that is simpler, easier to set up, and easier to maintain. In this new Distributed configuration, all Enterprise HelpDesk components are installed on the Web server and most databases are located on the SQL Server computer (the database server).

  2. If you have projects located outside of the HelpDeskServer folder, you must back up those projects.
  3. If you added custom code to Admin.mdb (HelpDesk Admin), you must compile, compact, and save HelpDeskServer\Setup\Admin.mdb.
  4. Run Repair and Compact on all Microsoft Access database files. How?
  5. Run an Integrity check on your projects. How?
  6. Make sure all users are logged off. How?
  7. If you have Enterprise HelpDesk SQL Enabled, stop the SQL Server.
  8. Upgrade the Web server (the 1-tier setup of Enterprise HelpDesk) to Enterprise HelpDesk 2.3.
  9. If you installed HelpDesk Admin and the Web View Editor on other computers, upgrade those components. How?
  10. Reapply any Web view customizations. More info

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Frequently Asked Questions

What happens to my old Enterprise HelpDesk projects when I upgrade?
Do I have to back up anything?
Is there anything else I should do before I upgrade?
What happens to my Web views when I upgrade?
What happens to my customizations?
Do I have to regenerate my Web views?
How do I upgrade the Enterprise HelpDesk components on the Web server?
How do I convert a 2-tier installation of Enterprise HelpDesk 2.1 to a Distributed installation of Enterprise HelpDesk 2.3?
How do I upgrade copies of HelpDesk Admin and Web View Editor installed on other computers?

What happens to my old Enterprise HelpDesk projects when I upgrade?

The Enterprise HelpDesk Upgrade program automatically upgrades all your Enterprise HelpDesk projects. This includes all your definitions (such as users, groups, fields, queries, sorts, layouts, and reports), and all your data (the issues you are tracking). Workflow rules are also upgraded. However, there are some possible cases where workflow cannot be upgraded.

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Do I have to back up anything?

  • If you have projects located outside of the HelpDeskServer folder, you must back up those projects.
  • If you added custom code to Admin.mdb (HelpDesk Admin), you must compile, compact, and save HelpDeskServer\Setup\Admin.mdb.

The upgrade backs up the HelpDeskServer folder. The backup is stored in the same location as the HelpDeskServer folder. For example, if your HelpDeskServer folder is located in

C:\Program Files\PC-Duo Enterprise\HelpDeskServer20

then it is backed up in

C:\Program Files\PC-Duo Enterprise\HelpDeskServer20_stpbkp_6-2-2003_6_0

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Is there anything else I should do before I upgrade?

Yes. First, run Repair and Compact on all Microsoft Access database files.

  1. Start HelpDesk Admin and click a project.
  2. On the Tools menu, click Repair and Compact.
  3. Click Start.
  4. Repeat for all other projects. Note that for the other projects, run repair and compact only on the project files (.dat, .def, and .usr). The files Licenses.mdb, Users.mdb, and Censusweb.mdb do not have to be repaired and compacted again.

Second, run an Integrity check on your projects.

  1. Start HelpDesk Admin and on the Tools menu, click Integrity.
  2. Select all projects and all tasks, and click Start.

Third, use the Logons Editor in HelpDesk Admin to check that all users are logged off. During the upgrade, users will not be allowed to log on.

Finally, if you edited any of the Web view files, copy the edited files to the CUSTOMIZEDFILES folder before you upgrade. The upgrade program will rename this folder, so you will have to move the files to the new CUSTOMIZEDFILES after the upgrade finishes.

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What happens to my Web views when I upgrade?

The Upgrade program preserves your Web view definitions. After the upgrade is finished, the Web views must be regenerated. If the Web views are not customized, the Upgrade program will regenerate the Web views for you.

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What happens to my customizations?

Web view customizations have to be manually reapplied. The Upgrade program backs up your existing customizations by renaming the CUSTOMIZEDFILES folder. You'll need to review and possibly update your customizations to work with the new release. Then you'll have to copy your updated customizations to the new CUSTOMIZEDFILES folder before you regenerate your Web views. In general, we recommend you test all your customizations with the new version of Enterprise HelpDesk.

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Do I have to regenerate my Web views?

Yes. After you upgrade, users cannot log on until you regenerate your Web views. If you haven't customized the Web views, you can have the Upgrade program regenerate your Web views for you. Otherwise, you'll have to update your customizations before you regenerate the Web views.

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How do I convert a 2-tier installation of Enterprise HelpDesk 2.1 to a 1-tier installation?

There are several ways to switch from a 2-tier setup to a 1-tier installation. It depends on where you want to put the 1-tier installation. The computer where you put the 1-tier installation is the computer that will be the Web server for Enterprise HelpDesk 2.3.

Use the same Web server
Enterprise HelpDesk 2.1 components are installed on two computers: the Web server and the Database server. This section explains how to relocate all the Enterprise HelpDesk 2.1 components to the Web server. After you relocate everything to the Web server, you can upgrade the Web server to Enterprise HelpDesk 2.3.

  1. Uninstall Enterprise HelpDesk from the Web server.

  2. Reinstall Enterprise HelpDesk 2.1 on the Web server.
  3. Relocate the 2-tier installation to the Web server.
    1. On the Web server, run the Relocation Wizard program MqRelocateTool.exe. The program is located in the HelpDeskTools\Support\Relocation folder.
    2. In the Logon Name and Password boxes, type the name and password of a Enterprise HelpDesk user. The user must be a member of the Admins group, or of a group with the same permissions.

    3. Under Relocate From:

      • In the HelpDesk Server box, enter the location of the HelpDesk Server on the Database server. Use a UNC path (for example, "\\databaseserver\HelpDeskServer").

      • If the Computer Name or Local Path boxes are not filled in automatically, type in the missing information.

        • Computer Name is the name of the Database server.
        • Local Path is the location of the HelpDesk Server on the Database server (for example, “C:\Program Files\HelpDeskServer”).

    4. Under Relocate To:

      • HelpDesk Server is the location of HelpDesk Server on the Web server. By default, HelpDesk Server is installed in the Program Files\HelpDeskServer folder.
      • HelpDesk Tools is the location of HelpDesk Admin and the Web View Editor on the Web server. The default location is the Program Files\PC-Duo Enterprise\HelpDeskTools folder.
    5. Select the Show Advanced Options check box to show the computer name of the Web server. If for some reason the computer name is incorrect or missing, type the name.
    6. Click OK to start the relocation.

Use a different computer for Enterprise HelpDesk 2.3
Enterprise HelpDesk 2.1 components are already installed on two computers: the Web server and the Database server. This scenario requires a third computer, which will be the new Web server for Enterprise HelpDesk 2.3. All Enterprise HelpDesk 2.3 components will be installed on this computer.

computer1 = Web server for Enterprise HelpDesk 2.1
computer2 = Database server for Enterprise HelpDesk 2.1
computer3 = Web server for Enterprise HelpDesk 2.3

  1. On computer3, install a 1-tier configuration of Enterprise HelpDesk 2.1.
  2. Relocate the old 2-tier installation of Enterprise HelpDesk 2.1 to the 1-tier installation on computer3.
    1. On computer3, run the Relocation Wizard program MqRelocateTool.exe. The program is located in the HelpDeskTools\Support\Relocation folder.
    2. In the Logon Name and Password boxes, type the name and password of an Enterprise HelpDesk user. The user must be a member of the Admins group, or of a group with the same permissions.

    3. Under Relocate From:

      • In the HelpDesk Server box, enter the location of the HelpDesk Server on computer2. Use a UNC path (for example, "\\computer2\HelpDeskServer").

      • If the Computer Name or Local Path boxes are not filled in automatically, type in the missing information.

        • Computer Name is the name of computer2.
        • Local Path is the location of the HelpDesk Server on computer2 (for example, “C:\Program Files\HelpDeskServer”).
      • In the Web Server Name box, type the computer name of computer1.

    4. Under Relocate To:

      • HelpDesk Server is the location of HelpDesk Server on computer3. By default, HelpDesk Server is installed in the Program Files\HelpDeskServer folder.
      • HelpDesk Tools is the location of HelpDesk Admin and the Web View Editor on computer3. The default location is the Program Files\HelpDeskTools folder.
    5. Select the Show Advanced Options check box to show the computer name of computer3. If for some reason the computer name is incorrect or missing, type the name.
    6. Click OK to start the relocation.

Use the old Enterprise HelpDesk 2.1 Database server as the Enterprise HelpDesk 2.3 Web server
Enterprise HelpDesk 2.1 components are installed on two computers: the Web server and the Database server. This section explains how to relocate all the Enterprise HelpDesk 2.1 components to the Database server so that you can use it as the Web server for Enterprise HelpDesk 2.3. After you relocate everything to the Database server, you can upgrade to Enterprise HelpDesk 2.3.

computer1 = Web server for Enterprise HelpDesk 2.1
computer2 = Database server for Enterprise HelpDesk 2.1

  1. On computer1, uninstall the HelpDesk Web Server component.

    1. Open Add or Remove Programs in Control Panel.
    2. Click Change or Remove Programs, click PC-Duo Enterprise HelpDesk, and then click Change/Remove.
    3. In Enterprise HelpDesk Setup, click Modify and then click Next.
    4. Clear all the check boxes except for the HelpDesk Web Server check box.
  2. On computer2, install the HelpDesk Web Server component.
  3. Relocate the 2-tier installation to computer2.
    1. On computer2, run the Relocation Wizard program MqRelocateTool.exe. The program is located in the HelpDeskTools\Support\Relocation folder.
    2. In the Logon Name and Password boxes, type the name and password of an Enterprise HelpDesk user. The user must be a member of the Admins group, or of a group with the same permissions.

    3. Under Relocate From:

      • In the HelpDesk Server box, enter the location of the HelpDesk Server on computer1. Use a UNC path (for example, "\\computer1\HelpDeskServer").

      • If the Computer Name or Local Path boxes are not filled in automatically, type in the missing information.

        • Computer Name is the name of computer1.
        • Local Path is the location of the HelpDesk Server on computer1 (for example, “C:\Program Files\HelpDeskServer”).

    4. Under Relocate To:

      • HelpDesk Server is the location of HelpDesk Server on computer2. By default, HelpDesk Server is installed in the Program Files\HelpDeskServer folder.
    5. Select the Show Advanced Options check box to show the computer name of computer2. If for some reason the computer name is incorrect or missing, type the name.
    6. Click OK to start the relocation.

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How do I upgrade copies of HelpDesk Admin and Web View Editor installed on other computers?

  • Log on to the other computers and run the Setup program installed with the HelpDesk Server component.

    For example, to upgrade HelpDesk Admin on a computer named ABC123, go to ABC123 and run the command:

    \\your-web-server\HelpDeskServer\Setup\Setup.exe

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