formerly Help Desk Authority 9.1.3 Upgrade Guide

formerly Help Desk Authority 9.1.3 Upgrade Guide

2 Contacting Quest Software Email: Mail: Web site: info@quest.com Quest Software, Inc. World Headquarters 5 Polaris Way Aliso Viejo, CA 92656 USA www.quest.com Refer to our Web site for regional and international office information.

3. This guide contains proprietary information protected by copyright. The software described in this guide is furnished under a software license or nondisclosure agreement. This software may be used or copied only in accordance with the terms of the applicable agreement. No part of this guide may be reproduced or transmitted in any form or by any means, electronic or mechanical, including photocopying and recording for any purpose other than the purchaser s personal use without the written permission of Quest Software, Inc. Disclaimer: The information in this document is provided in connection with Quest products. No license, express or implied, by estoppel or otherwise, to any intellectual property right is granted by this document or in connection with the sale of Quest products. EXCEPT AS SET FORTH IN QUEST'S TERMS AND CONDITIONS AS SPECIFIED IN THE LICENSE AGREEMENT FOR THIS PRODUCT, QUEST ASSUMES NO LIABILITY WHATSOEVER AND DISCLAIMS ANY EXPRESS, IMPLIED OR STATUTORY WARRANTY RELATING TO ITS PRODUCTS INCLUDING, BUT NOT LIMITED TO, THE IMPLIED WARRANTY OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, OR NON-INFRINGEMENT. IN NO EVENT SHALL QUEST BE LIABLE FOR ANY DIRECT, INDIRECT, CONSEQUENTIAL, PUNITIVE, SPECIAL OR INCIDENTAL DAMAGES (INCLUDING, WITHOUT LIMITATION, DAMAGES FOR LOSS OF PROFITS, BUSINESS INTERRUPTION OR LOSS OF INFORMATION) ARISING OUT OF THE USE OR INABILITY TO USE THIS DOCUMENT, EVEN IF QUEST HAS BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES. Quest makes no representations or warranties with respect to the accuracy or completeness of the contents of this document and reserves the right to make changes to specifications and product descriptions at any time without notice. Quest does not make any commitment to update the information contained in this document. If you have any questions regarding your potential use of this material, contact: Quest Software World Headquarters LEGAL Dept. 5 Polaris Way Aliso Viejo, CA 92656 email: legal@quest.com Refer to our Web site (www.quest.com) for regional and international office information.

4 Table of Contents Introduction... 5 The Upgrade Process... 6 Before You Begin... 6 Upgrading... 6 Previous Versions... 6 System Requirements... 7 Operating Systems... 7 Software Requirements... 7 Browser Requirements... 7 Hardware Requirements... 7 Database Support... 8 Installation... 8 Upgrading Versions 8.0-8.3 to Version 9.1.3... 9 Upgrading Versions 9.0.x-9.1.2 to Version 9.1.3... 11 Troubleshooting... 12 Troubleshooting the HDServer Modules Services... 12 Adjusting Custom Layouts... 13 Impact and Urgency Fields... 13 The Notes Tab... 13

5 Introduction When you upgrade to Help Desk Authority 9.1.3 from versions 8.0 9.0, there are some important things you need to be aware of in order for a smooth transition and to avoid interruptions in your day-to-day workflow. This short manual will cover the topics you need to achieve a trouble-free upgrade to the new version 9.1.3.

6 The Upgrade Process Before You Begin It is very important to note that, depending on which version of Help Desk Authority you currently have installed, the upgrade process may vary. The upgrade to version 9.1.3 is not always a direct upgrade from your current version. Upgrading The table below explains the steps necessary for upgrading a previous version of Help Desk Authority for a more recent version. Currently installed version Upgrade process 8.0, 8.1 or 8.2 1. Upgrade to 8.3 2. Log in and run either HDA Windows Client, HDA for Web or HDServer Modules and run at least once after upgrade 3. Close the client 4. Upgrade to 9.1.3 8.3, 9.0, 9.1, 9.1.1, and 9.1.2 Use the 9.1.3 installer to upgrade to 9.1.3 Previous Versions To install a previous version of Help Desk Authority, visit the following link: https://support.quest.com/productinformation.aspx?pr=268447872

7 System Requirements Operating Systems Help Desk Authority 9.1.3 operates best with the following operating systems: Microsoft Windows Server 2003 (32 and 64 bit) (Service Pack 2) Microsoft Windows Server 2008 (32 and 64 bit) (Service Pack 2) Microsoft Windows Server 2008 R2 (32 and 64 bit) (Service Pack 1) Microsoft Windows Server 2012* Microsoft Windows XP Professional (32 and 64 bit) (Service Pack 3) Microsoft Windows Vista Business / Ultimate / Enterprise (32 and 64 bit) (Service Pack 2) Microsoft Windows 7 (32 and 64 bit) (Service Pack 1) Microsoft Windows 8* * Additional IIS configuration may be required in some cases in order to run Help Desk Authority for Web on these environments. Software Requirements Microsoft.Net 3.5 Framework is required for Help Desk Authority. This is installed as part of the Help Desk Authority application. If the Microsoft.Net Framework is already present on the machine, the Help Desk Authority installation program will not install that package. The.Net Framework is also available for free as a download from Microsoft. Browser Requirements HDAccess: HDWeb: Microsoft Internet Explorer 8 or 9 Microsoft Internet Explorer 10 (Browser Mode: Internet Explorer 9 Compatibility View, Document Mode: Internet Explorer 9 [8] Standards) Mozilla Firefox 20.0.1 Google Chrome 26 Apple Safari 5 Microsoft Internet Explorer 8 or 9 (Browser Mode: Compatibility View, Document Mode: Quirks) Mozilla Firefox 20.0.1 Hardware Requirements The hardware requirements for Help Desk Authority 9.1.3 are: Object Minimum Recommended Disk space 200 MB (MSI Client only) 220 MB (Basic Installation) 250 MB (Full Installation) 200 MB or higher (MSI Client only) 220 MB or higher (Basic Installation) 250 MB or higher (Full Installation) Processor speed 2.68 GHz 2.68 GHz or higher

8 RAM requirements 1 GB 2 GB or higher Video color 16 bit 24 bit Video resolution 1024 x 768 1280 x 1024 Database Support The database for Help Desk Authority 9.1.3 can reside in any of the following database management systems: Installation Microsoft SQL Server 2005 (32 and 64 bit) Microsoft SQL 2005 Express Microsoft SQL Server 2008 (32 and 64 bit) Microsoft SQL 2008 R2 Microsoft SQL 2008 Express (If you do not have any Microsoft SQL Server versions installed, you will be given a link to install SQL 2008 Express during installation) Microsoft SQL Server 2012 Express Help Desk Authority 9.1.3 windows client is designed to be installed on individual computers. Ideally, these individual installations access a shared database on a common server. However, the application can use a database that is installed on the same desktop machine. But no matter how you choose to share databases, Help Desk Authority for Windows client cannot be installed on a server for client use. It must be individually installed and configured on every desktop PC, which will then connect to a shared database. It is highly recommended that any user upgrading to version 9.1.3 should back up the database before upgrading. This will ensure that no data is lost during the upgrade process. To upgrade Help Desk Authority, run the HDAWinClient_9.1.3.exe (Client Install) or the HDASetup_9.1.3.exe (Server Installation) file, which installs the necessary files to run Help Desk Authority. You can download the executable files from the Dell Quest website at https://support.quest.com/productinformation.aspx?pr=268447872. Under the Recommended tab, click the Add to Downloads link next to Help Desk Authority 9.1.3 Installer (zip). You will be prompted to register with Quest, or enter your username and password if you are a returning customer. Regardless of the media delivery method, this file must be executed to install Help Desk Authority. If you want to change which database Help Desk Authority uses, use the HDConfigEditor (installed automatically when you install Help Desk Authority). This section discusses how to run the HDASetup_9.1.3.exe file and what choices to make for a successful installation. To install Help Desk Authority, you must have administrator access to that computer.

9 Upgrading Versions 8.0-8.3 to Version 9.1.3 The following section will outline the process of upgrading Help Desk Authority v8.3 to v9.1.3. For upgrading v8.0, v8.1 or v8.2, it is first necessary to upgrade to v8.3. Once this has been completed, open v8.3, then close it. This step is essential before continuing with the steps below. 1. Double-click the HDASetup_9.1.3.exe icon. If prompted with an Open File Security Warning pop-up, click the Run button. 2. When the InstallShield Wizard opens, click the Next button. 3. Read the License Agreement, then select the radio button labeled I accept the terms of the license agreement. Click the Next button. 4. In the Setup Type window, you have three installation options; Basic, Full and Custom. Select one. a. Basic Installs Help Desk Authority for Windows, Help Desk Authority Server Modules and the Help Desk Authority HDConfigEditor. b. Full Installs everything in the Basic option as well as Help Desk Authority for Web and the Help Desk Authority Customer Service Portal (or HDAccess). c. Custom Installs only those options selected by the user. 5. In the components Upgrade Notification window, verify that the information is correct and click the Next button. 6. If you are running Windows Firewall, you will receive a pop-up question asking if you would like Help Desk Authority to automatically configure firewall exceptions for the HDBridgeService. Click the Yes button. If Windows Firewall is not running, you will receive a pop-up informing you that the firewall is not currently running, and that you will need to configure the exceptions to allow HDBridgeService to receive inbound traffic if the firewall will be running at a later time. If this is the case, click the OK button to continue. 7. The next window is the Database Server Login window. Click the Browse button to select the database server containing your database, then click the OK button. Enter your database Login ID and Password in the correct textboxes, then click the Next button. The installer will attempt to connect to the database. It is important to note here that within your SQL Server security settings, mixed authentication should be selected. This setting is usually made upon installation of SQL Server, but it can also be changed by right-clicking on the server name, selecting Properties, and then selecting Security and checking the appropriate radio button in the Server Authentication section. 8. The next window is the Database Selection window. Since you are upgrading Help Desk Authority, select the Use existing Help Desk Authority database radio button, then select your database from the drop-down list. Click the Next button.

10 9. In the Create Database Backup window, select the Back up now (Recommended) radio button, then click the Backup button to back up your Help Desk Authority database. The status and result of the backup process will be displayed. When the backup has been completed, click the Next button. Please do not skip this step. It is very important to back up your Help Desk Authority database whenever you perform an upgrade. 10. The next window in the installation is the Ready to Install the Program window. Click the Install button when you are ready to begin. The Setup Status window will open and the progress will be visible. 11. The last window in the installation process is the InstallShield Wizard Complete window. It will inform you that the application was correctly installed. The checkboxes to Launch Help Desk Authority for Windows and Open Release Notes will be checked by default. If you would like to start the application immediately and review the Release notes, leave the boxes checked. Un-check to start the application at a later time. Click the Finish button. 12. If any Help Desk Authority services are currently running, a re-start may be required.

11 Upgrading Versions 9.0.x-9.1.2 to Version 9.1.3 The following section will outline the process of upgrading Help Desk Authority v9.0.x-v9.1.2 to v9.1.3. 1. Double-click the HDASetup_9.1.3.exe icon. If prompted with an Open File Security Warning pop-up, click the Run button. 2. When the InstallShield Wizard opens, click the Next button. 3. If you are running Windows Firewall, you will receive a pop-up question asking if you would like Help Desk Authority to automatically configure firewall exceptions for the HDBridgeService. Click the Yes button. If Windows Firewall is not running, you will receive a pop-up informing you that the firewall is not currently running, and that you will need to configure the exceptions to allow HDBridgeService to receive inbound traffic. If this is the case, click the OK button to continue. 4. The next window is the Database Server Login window. Click the Browse button to select the database server containing your database, then click the OK button. Enter your database Login ID and Password in the correct textboxes, then click the Next button. The installer will attempt to connect to the database. It is important to note here that within your SQL Server security settings, mixed authentication should be selected. This setting is usually made upon installation of SQL Server, but it can also be changed by right-clicking on the server name, selecting Properties, and then selecting Security and checking the appropriate radio button in the Server Authentication section. 5. The next window is the Database Selection window. Since you are upgrading Help Desk Authority, select the Use existing Help Desk Authority database radio button, then select your database from the drop-down list. Click the Next button. 6. In the Create Database Backup window, select the Back up now (Recommended) radio button, then click the Backup button to back up your Help Desk Authority database. The status and result of the backup process will be displayed. When the backup has been completed, click the Next button. Please do not skip this step. It is very important to back up your Help Desk Authority database whenever you perform an upgrade. 7. The next window in the installation is the Ready to Install the Program window. Click the Install button when you are ready to begin. The Setup Status window will open and the progress will be visible. 8. The last window in the installation process is the InstallShield Wizard Complete window. It will inform you that the application was correctly installed. The checkboxes to Launch Help Desk Authority for Windows and Open Release Notes will be checked by default. If you would like to start the application immediately and review the Release notes, leave the boxes checked. Un-check to start the application at a later time. Click the Finish button. 9. If any Help Desk Authority services are currently running, a re-start may be required.

12 Troubleshooting Troubleshooting the HDServer Modules Services If after upgrading to the newest version of Help Desk Authority, you discover that the HDServer Module services have not installed or will not run, follow the steps below to resolve the issue. 1. Uninstall the entire Help Desk Authority application 2. Re-boot your computer. 3. Re-install the newest version of Help Desk Authority. The HDServer Module services should now be installed and working properly.

13 Adjusting Custom Layouts Impact and Urgency Fields The new Impact and Urgency fields, while in the default layout, will not appear in your custom layout automatically. They must be added by editing your custom layout. The Notes Tab The Notes tab is a new addition to version 9.1.2. You can adjust your custom layouts to include this tab, as it will not be visible in custom layouts automatically.