Upgrade
Manual for CCS Service Request 5.0
Upgrading from CCS
HelpDesk 4.x, CCS Service Request 4.x/5.x, and Outlook Help Desk 3.x
Crow Canyon Systems,
Inc.
Thank
you for upgrading to CCS Service Request 5.0!
CCS Service Request 5.0 is a major upgrade to
the Outlook Help Desk 3.x, CCS HelpDesk 4.x, and CCS Service Request 4.x family
of programs.
The upgrade package is a
full-featured version of CCS Service Request 5.0 that
includes a temporary license limited to four Service Areas and three seats per
Area. We will send you the license to turn it into a full version in a separate
email as part of the upgrade process. That license will have the correct number
of Seats and Service Areas, according to your purchase level. You will not lose
any data and will only need to enter the new license to turn this into the
full-fledged program.
Purchasing the Upgrade
The
5.0 release is available free of charge to customers with one of our Premium
Annual Support w/Upgrades Contracts (for those with customized versions, there
may be charges for putting those same customizations into 5.0). Those without a
Premium Support Contract can purchase one at the following link: http://www.crowcanyon.com/support/support_contract.asp.
New Features in 5.0
More
information on upgrading and the 5.0 features is here: http://www.crowcanyon.com/CCS-HelpDesk-Upgrade-Info.html
FIRST
AND FOREMOST
See the Install Manual for
instructions on installing CCS Service Request 5.0. The installation of the new
program must be done first, before upgrading. This installation can take place
without interrupting the usage of the current Help Desk or Service Request
system. It is necessary to get the new Service Request system in place and
configured before doing the upgrade.
Be sure to do the following after installing
the new program, but before upgrading:
1)
Enter
the License Keys in the new version to turn it into a full release version. We
send the keys in a separate email along with instructions on how to enter them.
2)
Enter
in the Named Seats for each Service Area in the new set of folders.
Note:
If you do not wish to move tickets from the old Help Desk or Service Request
system, and would rather start with a new system, you are done at this point
and do not need to upgrade.
Information for CCS
HelpDesk 4.x users
The
Help Desk set of folders you now have translates to one Service Area named
“Help Desk” in the CCS Service Request 5.0 system. There will be another layer
of folders, called Service Request, with the Help Desk under it. This is so
that your company can add other “Service Areas” for other types of requests
into the same Service Request system.
For
example, in the folder below, there is Service Request as the top-level in the
system, with three Service Areas – Facilities, HR, and IT Help Desk. Of course,
the Service Request can be run with just the Service Request top folder and the
Help Desk folders under it (that is, with one Service Area).
Information for CCS
Service Request 5.0 users
For CCS SR 5.0 customers who are upgrading to
v 5.0.2, install the new 5.0.2 program and enable Client On
Demand during installation. Then use the Upgrade Utility to move the tickets
from the old Service Areas to the new one. You will also need to manually copy
all the items in the Emails folder from the old to the new.
Client-on-demand
will automatically take care of upgrading all the clients.
FROM THIS POINT
FORWARD, THE OLD HELP DESK/SERVICE REQUEST SHOULD NOT BE USED BY ANYONE UNTIL
UPGRADE IS COMPLETE
Run the Upgrade Utility as in Appendix
A. The
Upgrade Utility is located in the “Upgrade Utility” folder under “Utilities” in
each Service Area, for example:
For
CCS HelpDesk or Outlook Help Desk customers, the Upgrade Utility would be run
once, in the new Help Desk folder under Service Request. It will pull all the
tickets and settings from the old Help Desk to the new one.
For
CCS Service Request 4.x customers, the Upgrade Utility would be run for each
Service Area, from the new Service Area
and pulling from the old one of the same name (or from same corresponding
folder if the Service Area is renamed in 5.0).
In
both cases, be aware that the upgrading of large numbers of tickets (anything
over 1,000 in one folder) could take 5 – 30 minutes, depending on how many
tickets along with the connectivity to and speed of the Exchange Server.
Running Your Existing Version Along with the New
Version
We do not recommend
running the older version of the program at the same time as the new one,
except for the initial setup and during the upgrade. There could be forms and
licensing conflicts if the older version is kept in usage. After the upgrade,
we recommend that you either delete the old system (because all the data and
settings are in the new one, so no need for it anymore) or archive it to a PST
file that you can save. In either case, it should be removed from the Public
Folders.
Removing the previous version client files and
toolbar button
On individual Outlook clients, the old client DLLs
can be left in place, as they will have no effect or function once the earlier
version is no longer in use.
To remove the “New Help Desk Ticket” or previous “New Service Request”
button from the Outlook toolbar, the registry that enables this must be
removed. That can be done manually by editing the registry, or with a .REG file
that deletes the key, as follows (put this in a text file, rename extension to
.REG instead of .TXT, and then run it on the PC to delete the key. Notice the
hyphen (-) in front of the registry key):
Windows
Registry Editor Version 5.00
[-HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Office\Outlook\Addins\CCSHDBTN.Addin]
Note that this .REG file can be used in a
batch file, by putting the following line in the batch file (and substituting
in the real name of the reg file):
Regedit /s filename.reg
FURTHER
NOTES:
Clients – the updated 5.0 client
software should install automatically when clients go to access the new Service
Request folders. If not, the setup can be run to install the Client Components.
Email
Conversion (Event Sink) – If you use the Event Sink on the Exchange Server to
convert emails to tickets, you will need to run the CCS Service Request
Optional Components installation. That program comes as a separate Zip file.
You unzip it and run the Setup program there according to the instructions
provided.
Web Pages – If you use the Web
Pages for user access to the previous system, you will need to delete the old
Virtual Directory (and in 4.x, the Application Pool) for these files and then
run the Setup installation for the new set of Web pages. That program comes as
a separate Zip file. You unzip it and run the Setup program there according to
the instructions provided.
For
deleting the existing Virtual Directory, go to Internet Information Systems
Manager and find the directory under the Default Web Site, then delete it. For
4.x users: In the same IIS Manager program, there is the Application Pool
section. There is most likely a HelpDesk Application Pool there that also
should be deleted before the new installation can be run.
USING THE UPGRADE
UTILITY
Upgrade Utility - Important Considerations
The upgrade is done by using the included Upgrade
Utility. There are some important considerations that affect the upgrade.
Please read before proceeding:
1)
The Upgrade Utility is for non-customized versions
of Outlook Help Desk, CCS HelpDesk, and CCS Service Request. Customized
versions will need to be reviewed to determine if the same customizations are
needed in the new version. (In some cases, what were customizations are now a standard part of the release.) In most cases,
additional fees will apply for the customization work.
2)
This
utility only applies to Outlook Help Desk 3.x, CCS HelpDesk 4.x, and CCS
Service Request 4.x/5.x. For earlier versions, such as our 2.4.x series, you
will need to contact us for upgrade details or start over with the new 5.0
system.
3)
The
Upgrade Utility only upgrades the Outlook tickets. It does not upgrade the
Event Sink that converts emails to tickets or the Web interface. Those two
components need to be installed anew for the 5.0 version.
Using the Upgrade Utility
First question is which Service Area you want
the tickets and settings to end in when upgrading from the old system. Once you
determine that, open the Upgrade Utility from the Upgrade Utility folder under
Utilities in that Service Area.
Step 1:
Notice the “3.x” and “4.x/5.x” tabs. Select
the version you are now on (where the old ticket data resides).
Step 2:
Click on 
button and select the Help Desk or Service
Area folder in the previous system.
Step 3:
Check the checkboxes for the Tickets you want
to upgrade, then press the Upgrade button.
Functionality:
1.
Move
Tickets in HelpDesk/Service Area Folder: This checkbox moves and upgrades the
Tickets from the old system to the new CCS Service Request system. (NOTE: if
you do not have any tickets in the old folder, you do not need to run this part
of the upgrade.)
2.
Move
Tickets in Assigned Tickets Folder (“Assigned Help Desk Tickets” in 3.x): This
checkbox moves the Assigned Tickets from the old system to the new system.
(NOTE: if you do not have any tickets in the Assigned Tickets folder, you do
not need to run this part of the upgrade.)
(IN 3.x ONLY: Completed tickets in
the old Assigned Help Desk Tickets folder are moved into the Completed Tickets
folder in the new set of folders.)
2A. ON 4.x/5.x tab
ONLY: Move Tickets in Completed Tickets folder: This checkbox moves the
Completed Tickets from the old 4.x Completed Tickets folder to the new one.
3.
Transfer
Utility Configuration Settings: This checkbox transfers the settings from the
old utilities -- Asset Link, List Manager, Notifications, Five Utilities and
Pop-up Message, etc. – to the new CCS Service Request utilities.
4.
Move
Articles in Knowledge Base Folder: This checkbox moves and upgrades KB Articles
from the Knowledge Base in the old system to the Knowledge Base folder in the new
system. (NOTE: if you do not have any KB Articles in the Knowledge Base folder,
you do not need to run this part of the upgrade.)
5.
Report
textbox shows status of selected operations.
Step 4:
Click on Upgrade button for performing
selected operations.
Step 5:
Click on Close button to close the Upgrade
Utility form.