Upgrading from ProblemTracker Versions 5.5 to 5.5.1
Before downloading ProblemTracker Enterprise Edition Version 5.5.1 (PTEE 5.5.1) or ProblemTracker Version 5.5.1 (standard edition), please review the information in the following sections:
License Requirements for PTEE Version 5.5.1 and ProblemTracker Version 5.5.1
There are no changes in License Requirements when upgrading from Version 5.5 to Version 5.5.1
New Features
For a more detailed list of new features and fixes in 5.5.1, click here.
System Requirements for ProblemTracker Version 5.5.1
NetResults ProblemTracker 5.5.1 has the following requirements. Listed first are the requirements for use of multinationalization features (languages other than western European languages). Multinationalization features require newer versions of web browsers and web servers as many international web features have only recently been supported (and many standards are in fact still "in progress" in this area). Listed second are the requirements if you do not require multinational support. If any of the required software listed below is not installed on your server machine (or if you do not know if it is installed), click here for instructions on how to verify that you have the appropriate software, links to download the software, and instructions on how to install it.
Multinationalization
General System Requirements
In order to use Multinationalization options (support of Non-Latin1 languages):
Latin1 languages include the following - Basque, Catalan, Danish, English, Dutch, Finnish, French, German, Icelandic, Italian, Norwegian, Portuguese, Spanish, Swedish. If you plan to use a language other than one (or more) of those listed above, your system requires the following.
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Client Requirements:
Server Requirements:
Optional Database Support: In addition to the included support for Microsoft Access, ProblemTracker can be used with the following database systems:
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If any of the required software listed above is not installed on your server machine (or if you do not know if it is installed), click here for instructions on how to verify that you have the appropriate software, links to download the software, and instructions on how to install it.
General System Requirements (if not using Multinationalization):Client Requirements:
Server Requirements:
Optional Database Support: In addition to the included support for Microsoft Access, ProblemTracker can be used with the following database systems
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If any of the required software listed above is not installed on your server machine (or if you do not know if it is installed), click here for instructions on how to verify that you have the appropriate software, links to download the software, and instructions on how to install it.
Known Issues in ProblemTracker Version 5.5.1
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Upgrade Preparation
This section provides information about changes and new features in Version 5.5.1 and how to enable them in your installation.
Help Desk and Support templates created in Version 5.5
In Version 5.5, attempting to set the incoming email configuration for workgroups created with template set to helpdesk or support would result in a system error. Customers with workgroups created in Version 5.5 with helpdesk or support selected as the template should upgrade to 5.5.1 and perform the additional maintenance steps specified for these workgroups in the upgrade instructions below.
Oracle Users
An issue in Version 5.5 with default queries in Oracle workgroups needs to be corrected by performing the additional maintenance steps specified for Oracle workgroup in the upgrade instructions below.
Saved Charts
In previous versions, there was a defect which could result in the Default Input Records setting of a Saved Chart being inadvertently changed to "Default [Users]" when a Saved Query was deleted. This defect would only modify Saved Charts which had something other than <All Records> as the Default Input Records setting. You may wish to (and you may wish to have your users) review the Default Input Records setting of your Saved Charts to make sure that they are set correctly. To do this, click on the Metrics icon, then select each Saved Chart. As you select each Saved Chart, note the Input Records setting which is displayed. If it is "Default [Users]" (and you do not want it to be "Default [Users]"), then click the Edit icon, change the Default Input Records to the appropriate Saved Query, and click OK. Further information on Saved Charts can be found in the Metrics section of the Users Guide.
Additional Options to Add to Your ProblemTracker Installation
For information on purchasing the following options, contact NetResults Sales.
Knowledge Base
ProblemTracker has a Knowledge Base feature available. This feature will allow you to create and publish articles that can be searched by your end users.
Add API
An API is available to add records to ProblemTracker from external applications.
Adding Records via Email
ProblemTracker has a feature which allows records to be added to ProblemTracker by sending an email.
Download Link and Upgrade Instructions
Download Information
Please browse to the ProblemTracker 5.5.1 Download Request page, enter the license information from your current ProblemTracker installation, enter your name & email address, and click the Request Download Link button. An email with a link you can use to download ProblemTracker 5.5.1 or ProblemTracker Enterprise Edition 5.5.1 will be sent to you.
Upgrade Instructions
Section 1 - Backup your ProblemTracker Installation
For Access Users:
For each of items below, a default path is listed. The "<installation directory>" mentioned in the path may be "C:\Inetpub\wwwroot\ProblemTracker" for Internet Information Server users. Or, it may be a value other than the default if the default was overridden in the original installation. Typically it is at the "root" of your (virtual) web site.
- Copy all ProblemTracker workgroup database files which are to be upgraded and archive the copies in a safe location. These files are shown below for a default installation.
<installation directory>\workgroup\Database\Bugtrack.mdb - Copy all ProblemTracker workgroup attachment files and archive the copies in a safe location. These files are located in the path (folder) shown below for a default installation.
<installation directory>\workgroup\Attachments
- Copy the Workgroup Management System database file. The default location is:
<installation directory>\ptadmin\Database\ptadmin.mdb - Copy the User Management database file. The default location is:
<installation directory>\ptcommon\Database\ptcommon.mdb - If you have customized the login page with your own html, you need to back up the corresponding files as well. These files are located in the path (folder) shown below for a default installation.
<installation directory>\workgroup\Include\loginbottom.inc
<installation directory>\workgroup\Include\logintop.inc
- If you have implemented any additional web server security measures on your ProblemTracker workgroups, this security will be altered after running the upgrade operation on each workgroup. Additional web server security includes the recommendations in the Web Server Security Help section or other measures recommended by your system administrator (e.g. SSL, etc.). You will need to re-apply this additional security after you have completed the upgrade operation on each workgroup.
For SQL Server 7.0 / 2000 or Oracle Users:
For each of items below, a default path is listed. The "<installation directory>" mentioned in the path may be "C:\Inetpub\wwwroot\ProblemTracker" for Internet Information Server users. Or, it may be a value other than the default if the default was overridden in the original installation. Typically it is at the "root" of your (virtual) web site.
- For each workgroup, you may backup SQL Server 7.0/2000 or Oracle database(s) by using SQL Server or Oracle backup or data export operation. Backups may done to a hard disk as well as to tape. Please review your SQL Server or Oracle documentation for further information.
- Copy all ProblemTracker workgroup attachment files and archive the copies in a safe location. These files are located in the path (folder)
shown below for a default installation.
<installation directory>\workgroup\Attachments
- Copy the Workgroup Management System database file. This will in Access format even if your workgroup databases are SQL Server or Oracle databases. The default location is:
<installation directory>\ptadmin\Database\ptadmin.mdb
- Copy the User Management database file. The default location is:
<installation directory>\ptcommon\Database\ptcommon.mdb
- If you have customized the login page with your own html, you need to back up the corresponding files as well. These files are located in the path (folder) shown below for a default installation.
<installation directory>\workgroup\Include\loginbottom.inc
<installation directory>\workgroup\Include\logintop.inc
- If you have implemented any additional web server security measures on your ProblemTracker workgroups, this security will be altered after running the upgrade operation on each workgroup. Additional web server security includes the recommendations in the Web Server Security Help section or other measures recommended by your system administrator (e.g. SSL, etc.). You will need to re-apply this additional security after you have completed the upgrade operation on each workgroup.
IMPORTANT NOTE FOR ALL USERS: It is REQUIRED that you either copy the database file(s) to a safe place (Access only) or perform a backup (Access, SQL Server or Oracle). UNDER NO CIRCUMSTANCES IS NETRESULTS RESPONSIBLE FOR THE LOSS OF ANY DATA AS THE RESULT OF THE INSTALLATION PROCESS.
Section 2 - Running the Installation Set up Program and Performing the Upgrade from Version 5.5 to Version 5.5.1
- GO TO SECTION 1.0 ABOVE AND BACKUP ALL OF YOUR PROBLEMTRACKER DATABASES BEFORE PROCEEDING.
- Prior to installing ProblemTracker Version 5.5.1, please make sure all users are logged out of each workgroup(s). You may wish to block the workgroups via the Workgroup Management System (WMS) while you perform the upgrade. To end any active sessions and block a workgroup:
- Login to WMS
- Click on the Admin icon
- Select the option Block / Unblock Workgroups, then click on the Continue button
- Select a workgroup, then click on the Logoff User Sessions button at the bottom
- Click on an active session, then click on the Logoff button. After all sessions have been logged off, click OK to return to the Block / Unblock section.
- Select the workgroup you wish to block, then click on the Block button.
- Repeat the steps above for each workgroup you wish to block.
- Temporarily disable any anti-virus software while you run the Version 5.5.1 installation program and perform configuration steps in the Workgroup Management System (WMS). This is recommended so that your anti-virus software will not prevent the installation program or WMS from performing operations such as copying files, running scripts, configuring your web server, setting file permissions and registry entries. Your anti-virus software can be reactivated safely after you have completed the installation steps and any necessary WMS configuration.
- Temporarily stop all IIS services while you run the Version 5.5.1 installation setup program. Running the installation setup program without stopping all IIS services will prevent you from receiving all of the necessary file updates included in this version.
- Install ProblemTracker 5.5.1 or ProblemTracker Enterprise Edition 5.5.1. To do this, login to the web server machine as Administrator and then run (double-click from Windows Explorer) pbtrk551.exe (ProblemTracker 5.5.1) or ptee551.exe (ProblemTracker Enterprise Edition 5.5.1). When the installation setup program has finished, you will be asked to reboot your system.
- Login to the Workgroup Management System (WMS) by going to Start->Programs->NetResults ProblemTracker 5->Workgroup Management System. To upgrade your workgroups, click on the Admin icon on the Button bar. Select the option "Upgrade workgroups from versions 4.x / 5.x to ProblemTracker 5.5.1", then click on the Continue button.
- A list of workgroups that need to be upgraded from Version 5.5 to 5.5.1 will be displayed. Click on the "Upgrade All Workgroups" button to upgrade all the workgroups at once. A confirmation message will be displayed once each workgroup has been upgraded successfully.
- If any of your workgroups were created in Version 5.5 with "Help Desk" or "Customer Support" selected as the template type, you will need to complete additional steps on those workgroups. To check the template type for your workgroups, click on the Home icon in the Workgroup Management System (WMS), then click on the View icon to the left of a workgroup listed on the Home page. In the "Database" section, check what is listed for "Template". If it says "helpdesk" or "support", please perform the following additional steps:
- Login as Admin to a workgroup which has "helpdesk" or "support" selected as the template.
- Click on the Admin icon.
- Click on the Maintenance button.
- Click on the "Fix Mail Config Error" button. Wait until the Status bar is updated to confirm that the operation has finished.
- Click on the Logoff button to log out of the workgroup.
- Repeat the steps above for each workgroup with "helpdesk" or "support" selected as the template.
- If any of your workgroups use an Oracle database, you will need to complete additional steps on those workgroups. To check the database type for your workgroups, click the Home icon in the Workgroup Management System (WMS), then click the View icon to the left of a workgroup listed on the Home page. In the "Database" section, check what is listed for "Type". If it is "Oracle", please perform the following additional steps:
- Login as Admin to a workgroup which has "Oracle" as the database type.
- Click on the Admin icon.
- Click on the Maintenance button.
- Click on the "Fix Default Queries" button. Wait until the Status bar is updated to confirm that the operation has finished.
- Click on the Logoff button to log out of the workgroup.
- Repeat the steps above for each workgroup with "Oracle" as the database type.
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Re-activate your anti-virus software and re-start IIS services.
Your system has now been upgraded to Version 5.5.1 for all workgroups.
Support Resources
If you have feedback or questions about this release, please contact NetResults Technical Support for assistance. An Online Help document is also available for this release. If you receive any errors during the installation, upgrade process, or while using ProblemTracker, please consult the Installation Errors section of the FAQ and/or the Known Issues section of this page.