Download Tele-Support HelpDesk

Tele-Support HelpDesk
Version 2.2 to 3.0 Conversion Procedures
Following are procedures for migrating to HelpDesk version 3.0 from HelpDesk version 2.2
Important Note: If you have version 2.1, you must first run a utility program to upgrade your ‘data
only’ to 2.2 standards. Please call us for further information.
Overview
1.
Install a brand new Version 3.0 HelpDesk by downloading the evaluation program from our web site.
Temporary location is www.resource-dynamics.com/support/beta30. Call for User ID and Password.
Version 3.0 will NOT disturb or modify your current version 2.2 installation. It uses separate directory
folders, a different database name (HELPDESK3.MDB) and has a different ODBC connection for reporting.
The conversion will copy most of your data from Version 2.2 HELPDESK.MDB to a HELPDESK3.MDB.
Inquiries, time records, etc. that exist the in version 2 database will overwrite any version 3 data you’ve
entered while testing or getting familiar with the application.
2.
After converting, you can continue running your version 2 HelpDesk while you test with Version 3. Of
course you can test without converting if you like. It’s your choice.
When you are ready and feel comfortable making the switch permanent, you will have to convert your data
again to make sure the new version has the latest data from version 2.
3.
Run the Configuration program and go through most options and verify that they are correct for your
particular installation.
Make sure you have a full running and healthy Version 3.0 installation (and back it up) before beginning
conversion.
Step by Step Instructions - Converting HelpDesk Version 2.2 Access Database
(See later instructions for converting HelpDesk SQL databases.)
1.
Install a ‘brand new’ HelpDesk 3.0
Install a brand new Version 3.0 HelpDesk by downloading the evaluation program from our web site.
Perform the Server installation. Read attached Administrator’s Guide.
Perform a Client Installation
Run the Configuration program and go through most options. Mandatory is choosing and configuring the
Contact Manager connection.
Make sure you have a full running and healthy Version 3.0 installation before beginning conversion.
2.
When you are ready and feel comfortable making the switch, you may convert your data.
3.
Make sure to BACKUP your version 3 installation and data.
4.
Put the conversion files into the new Version 3 ‘server’ directory (where you will find HELPDESK3.MDB).
There will be two files. They are:
TSHD2_To3_0DBPatch.exe
HDDBPatch_22_30.xml
5.
Run the program TSHD2_To3_0DBPatch.exe
6.
The following screen will appear:
Types of Database Files to Convert:
2.2 Source:
3.0 Destination:
is either ACCESS 2000 or MSSQL
is either ACCESS 2000 or MSSQL
There will be some slight differences in choices in the following screens based on the type of destination
and source formats.
Important Note: The following example will assume that both Source and Destination utilize
HelpDesk’s Microsoft Access 2000 database files.
7.
Select the HelpDesk 2.2 Database to Convert
? Click the “HelpDesk 2.2 Database” ellipses button (three dots).
? When the “Data Link Properties” dialogue box appears, click the “Select or enter
a database name:” ellipses button and locate the “HELPDESK.MDB” database.
? Select the “Test Connection” button and make sure that you receive a message stating
that the connection was successful.
8.
Select the HelpDesk 3.0 Database to Convert
? Click the “HelpDesk 3.0 Database” ellipses button (three dots).
? When the “Data Link Properties” dialogue box appears, click the “Select or enter
a database name:” ellipses button and locate the “HELPDESK3.MDB” database.
? Select the “Test Connection” button and make sure that you receive a message stating
that the connection was successful.
9.
After both databases have been selected, click the “Convert”.
Pray! (light humor inserted here)
SQL Considerations
The only difference is… if either your “Source” or “Destination” database is MSSQL, use the following instead of
the above method for selecting your database:
? Click the “HelpDesk 2.2 Database” ellipses button (if referring to “Source”), or
click the “HelpDesk 3.0 Database” ellipses button (if referring to “Destination”).
? When the “Data Link Properties” dialog appears, select the “Provider” tab and change the provider
to “Microsoft OLE DB Provider for SQL Server”
? Select the “Next” button which returns to the connections page.
? Select a server name under the drop down list beside “Select or enter a server name”.
? Enter any necessary security information. If you chose the “Use a specific user name and
password” option, make sure to check the “Allow saving password” checkbox.
? Select the Tele-Support HelpDesk database from the “Select the database on the server” drop-down list.
? Select the “Test Connection” button and make sure that you receive a message stating
that the connection was successful.
? Done