Updating SupportDesk

This document aims to provide instructions how to obtain and apply a new release for your SupportDesk system. SupportDesk updates are always cumulative so the latest update can be applied at any time.

Release Numbers

SupportDesk release numbers are a made up of a year number followed by a release increment. The example on this page is 2017.07f. If you have been sent a link to a latest release of SupportDesk then the year number prefix (e.g. 2017) should match your current version and the number and letter following the decimal point should be greater than your current value. If this is not the case then you should get in touch with House-on-the-Hill to confirm the update process.

Download the Update

SupportDesk updates are normally delivered in the form of a URL within an email, either ad hoc in response to an ongoing email conversation, or within the automatic Ticket closure email from our own SupportDesk in which your tickets, problems and change requests are logged.
The URL usually takes a similar form to that shown below:

http://www.house-on-the-hill.com/latest/sd201707f.zip

Clicking on the URL starts an automatic download of the zip file. You will normally be sent the password to the zip file in the same email as the URL.

The first task is to download this file and then right mouse click the zip file and select Properties. If you see a button at the bottom right saying ‘Unblock’, click this to unblock the zip file. The next step is to unzip it to a separate directory to the current SupportDesk installation. The zipped file normally contains approximately 80 files (plus files in subfolders), including a mixture of exe’s, dll’s and other files.

If you are downloading a V2013 or later zip file then the upgrade files have been split into sections.  Unzipping the main zip file will provide all of the essential exe’s and dll’s but you will also see two sub-zip files, as shown below:update sub-zip filesWebserver.zip contains files used by the webserver but not the *.htm files. Style sheets that control the look and feel of the web UI are also included in here.  These files have been separated to avoid accidental overwrite of the web and loss of any bespoking web work that may have been applied by the customer. If you are running the standard Web UI and your customisations are all held in either a user.css file (which is not shipped) or a branding component  then all of these files can also be applied as part of the upgrade.

Backing Up Your System

We would always advise that the SupportDesk system be backed up prior to update. The backup of SupportDesk consists of two parts, the database and the application. However your backups are managed it is worth being in a situation that you can roll back to the version of SupportDesk prior to application of the update.

Prerequisites

Before applying the update the following must be done:

  1. Ensure all users of SupportDesk are off the system.
  2. Stop the SupportDesk websites or Application Pools in IIS on the machine running the SupportDesk WebServer.
  3. Stop any SupportDesk Services that have been added. These can be seen in the Windows Services control screen and at most there may be three.windows services screenThese should all be stopped through the Windows Services screen. (Right click on the Service > Stop)

Applying the Update

Once these actions have been carried out, and backups taken, the unzipped files can be copied into the SupportDesk installation directory, overwriting any existing files that are in place.

If applying files extracted from the Webserver-htm.zip and webserver.zip files then these are also copied into the SupportDesk installation directory. They should not be applied into subdirectories called Webserver and webserver-htm.

After the update has been applied and before anyone else logs back into the system it is best to login into the windows ui as a supervisor. If any database upgrades need to be applied these will be done so automatically and a warning message may be shown. The SupportDesk version on the login banner should correspond with the name of the update and can be used to confirm that it has been applied.

If there are multiple Machines with SupportDesk installations on (because of multiple web servers, or some Citrix environments) then the update must be applied to all instances that are connecting to the one database.

If the update ran smoothly, start the SupportDesk websites or Application Pools and restart any services that you stopped. The version that is running on the Web can be identified by logging onto the Web UI with Supervisor rights and selecting the menu options “System Management” – “Settings” – then having scrolled down to the Advanced Settings section, click on “System Settings” when the version is shown.

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