NetResults

Upgrading from ProblemTracker Versions 5.5 - 5.5.2 to 5.5.3

Before downloading ProblemTracker Enterprise Edition Version 5.5.3 (PTEE 5.5.3) or ProblemTracker Version 5.5.3 (Standard Edition), please review the information in the following sections:

License Requirements New Features System Requirements Known Issues Upgrade Preparation Download Link and Upgrade Instructions

License Requirements for PTEE Version 5.5.3 and ProblemTracker Version 5.5.3

There are no changes in License Requirements when upgrading from Version 5.5 - 5.5.2 to Version 5.5.3.

New Features

For a more detailed list of new features and fixes in 5.5.3, click here.

System Requirements for ProblemTracker Version 5.5.3

NetResults ProblemTracker 5.5.3 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.

Client Requirements: Any platform on which Internet Explorer (version 5.5 or greater) or Netscape (version 6.2 or greater) is available.  Microsoft Internet Explorer (version 5.5 or greater) or Netscape (version 6.2 or greater).  Server Requirements:   A 600 MHz Intel Pentium III (or compatible) system is required.  An Intel Pentium 4 system is recommended. For Windows 2000 Server, a minimum of 192 MB of RAM is required and 512 MB (or more) of RAM is recommended. For Windows Server 2003, a minimum of 256 MB of RAM is required and 512 MB (or more) of RAM is recommended. 50 MB of disk space to install ProblemTracker with one workgroup, plus approximately 20 MB for each additional workgroup. Windows 2000 Server or Windows Server 2003 operating system. Microsoft Internet Information Server 5.0 or 6.0. IIS is included in Windows 2000 Server (IIS 5.0) and Windows Server 2003 (IIS 6.0). Microsoft Data Access Components (MDAC) 2.5 or greater. This is included in Windows 2000 and Windows Server 2003. Microsoft JET 4.0 Service Pack 5 or greater. This is included in Windows 2000 Service Pack 2 (or greater) and Windows Server 2003. It can be downloaded for pre-SP2 versions of Windows 2000 Server. Sun Java Runtime Environment (JRE) 1.3.1 (or greater) or Microsoft Java Virtual Machine (JVM). Sun Java is recommended for Windows 2000 Server and Windows Server 2003. Microsoft JScript 5.5 or greater is required. This is included with Internet Explorer 5.5 or greater (if IE 5.5+ is installed on your server, you already have JScript 5.5 or greater installed). It can also be downloaded and installed separately. In order to integrate Source Code Control with ProblemTracker, Microsoft Visual SourceSafe Version 6.0 Server with Service Pack 5 or greater is required. Optional Database Support:   In addition to the included support for Microsoft Access, ProblemTracker can be used with the following database systems: Microsoft SQL Server 7.0 (Standard or Enterprise Edition) Microsoft SQL Server 2000 (Standard or Enterprise Edition) Oracle 8i (Standard or Enterprise Edition) Oracle 9i (Standard or Enterprise Edition)

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:   Any platform on which Internet Explorer (version 5.5 or greater) or Netscape (version 6.2 or greater) is available.  Microsoft Internet Explorer (version 5.5 or greater) or Netscape (version 6.2 or greater).  Server Requirements: A 600 MHz Intel Pentium III (or compatible) system is required.  An Intel Pentium 4 system is recommended. For Windows 2000 Server, a minimum of 192 MB of RAM is required and 512 MB (or more) of RAM is recommended. For Windows Server 2003, a minimum of 256 MB of RAM is required and 512 MB (or more) of RAM is recommended. For Windows NT Server 4.0, a minimum of 128 MB of RAM is required and 256 MB (or more) of RAM is recommended. 50 MB of disk space to install ProblemTracker with one workgroup, plus approximately 20 MB for each additional workgroup. Windows 2000 Server, Windows Server 2003, or Windows NT Server 4.0 operating system. Windows NT Server 4.0 can not be used if you are using the UTF-8 (Unicode) character set, ProblemTracker API add-on, or ProblemTracker Add Record via Email add-on. Windows NT Server 4.0 is not recommended for use with new ProblemTracker installations as Microsoft has discontinued non-security hot fixes for Windows NT Server 4.0. Microsoft Internet Information Server 4.0, 5.0, or 6.0. IIS 5.0 or 6.0 is recommended. IIS 5.0 or 6.0 is required if using the UTF-8 (Unicode) character set. IIS is included in Windows NT Server 4.0 (IIS 4.0), Windows 2000 Server (IIS 5.0), and Windows Server 2003 (IIS 6.0). Microsoft Data Access Components (MDAC) 2.5 or greater. This is included in Windows 2000 and Windows Server 2003. It can be downloaded for Windows NT 4.0. Microsoft JET 4.0 Service Pack 5 or greater. This is included in Windows 2000 Service Pack 2 (or greater) and Windows Server 2003. It can be downloaded for Windows NT Server 4.0 and pre-SP2 versions of Windows 2000 Server. Sun Java Runtime Environment (JRE) 1.3.1 (or greater) or Microsoft Java Virtual Machine (JVM). Sun Java is recommended for Windows 2000 Server and Windows Server 2003. Only Microsoft Java is supported on Windows NT Server 4.0. Microsoft JScript 5.5 or greater is required. This is included with Internet Explorer 5.5 or greater (if IE 5.5+ is installed on your server, you already have JScript 5.5 or greater installed). It can also be downloaded and installed separately. In order to integrate Source Code Control with ProblemTracker, Microsoft Visual SourceSafe Version 6.0 Server with Service Pack 5 or greater is required. Optional Database Support: In addition to the included support for Microsoft Access, ProblemTracker can be used with the following database systems  Microsoft SQL Server 7.0 (Standard or Enterprise Edition) Microsoft SQL Server 2000 (Standard or Enterprise Edition) Oracle 8i (Standard or Enterprise Edition) Oracle 9i (Standard or Enterprise Edition)

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 5.5.3

A patch (Patch A for Version 5.5.3) is available. Information on how to download and apply this patch is available in the Download Link and Upgrade Instructions section of this web page. Information on the defects it fixes is available in the PT553_A_Patch_Readme.txt file.

Upgrade Preparation

This section provides information about changes and new features in Version 5.5.3 and how to enable them in your installation.

Performance Tip

For optimal performance, it is recommended that 127.0.0.1 or localhost be entered as the SMTP Mail Server in the Outgoing Mail Server Configuration.  This allows the email notifications generated by ProblemTracker to be processed as quickly as possible by your mail server.  This could provide improved performance for operations in ProblemTracker that generate email notification messages such as Add, Task, and Edit.  If your mail server is located on the same machine as ProblemTracker, you simply need to enter "127.0.0.1" or "localhost" into the SMTP Email Server field in the Outgoing Mail Configuration.  For more information, please review the General Email Configuration Help section of the Administrative Help Guide.  If your mail server is not located on the same machine as ProblemTracker, please use the information in the Performance Tuning FAQ entry to set up the SMTP Mail Server that is included with Internet Information Server and have this server forward the email to your actual mail server.

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 5.5.3 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 5.5.3 or ProblemTracker Enterprise Edition 5.5.3 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.

1. 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 
2. 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 
   
3. Copy the Workgroup Management System database file. The default location is:
   
   <installation directory>\ptadmin\Database\ptadmin.mdb
4. Copy the User Management database file. The default location is:
   
   <installation directory>\ptcommon\Database\ptcommon.mdb
5. 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
   
6. 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.

1. 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.
2. 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 
   
3. 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
   
4. Copy the User Management database file. The default location is:
   
   <installation directory>\ptcommon\Database\ptcommon.mdb 
5. 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
   
6. 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- 5.5.2 to Version 5.5.3

1. GO TO SECTION 1.0 ABOVE AND BACKUP ALL OF YOUR PROBLEMTRACKER DATABASES BEFORE PROCEEDING.  

2. Prior to installing ProblemTracker Version 5.5.3, 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: 

   1. Login to WMS
   2. Click on the Admin icon
   3. Select the option Block / Unblock Workgroups, then click on the Continue button
   4. Select a workgroup, then click on the Logoff User Sessions button at the bottom
   5. 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.
   6. Select the workgroup you wish to block, then click on the Block button.
   7. Repeat the steps above for each workgroup you wish to block.  
3. Temporarily disable any anti-virus software while you run the Version 5.5.3 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.  
4. Temporarily stop all IIS services while you run the Version 5.5.3 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.  
5. Install ProblemTracker 5.5.3 or ProblemTracker Enterprise Edition 5.5.3.  To do this, login to the web server machine as Administrator and then run (double-click from Windows Explorer) pbtrk553.exe (ProblemTracker 5.5.3) or ptee553.exe (ProblemTracker Enterprise Edition 5.5.3). When the installation setup program has finished, you will be asked to reboot your system.  
6. Follow the instructions to apply the ProblemTracker Version 5.5.3 "B" patch.  Since you have not yet logged into the Workgroup Management System, you should follow the (five) steps in section A of the patch instructions.  If you have not downloaded the patch zip file already, please download the PT553_B_Patch.zip file now.  
7. 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 5.5.3", then click on the Continue button.   
8. A list of workgroups that need to be upgraded from Version 5.5 - 5.5.2 to 5.5.3 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.  

9. 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.  This step does not need to be performed if you are upgrading from 5.5.1 or later.  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:

   1. Login as Admin to a workgroup which has "helpdesk" or "support" selected as the template.
   2. Click on the Admin icon.
   3. Click on the Maintenance button.
   4. Click on the "Fix Mail Config Error" button.  Wait until the Status bar is updated to confirm that the operation has finished.
   5. Click on the Logoff button to log out of the workgroup.
   6. Repeat the steps above for each workgroup with "helpdesk" or "support" selected as the template.

10. If you are upgrading from Version 5.5 AND any of your workgroups use an Oracle database, you will need to complete additional steps on those workgroups.  This step does not need to be performed if you are upgrading from 5.5.1 or later.  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:

    1. Login as Admin to a workgroup which has "Oracle" as the database type.
    2. Click on the Admin icon.
    3. Click on the Maintenance button.
    4. Click on the "Fix Default Queries" button.  Wait until the Status bar is updated to confirm that the operation has finished.
    5. Click on the Logoff button to log out of the workgroup.
    6. Repeat the steps above for each workgroup with "Oracle" as the database type.
11. Re-activate your anti-virus software and re-start IIS services.

Your system has now been upgraded to Version 5.5.3 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.