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Upgrade Instructions

Detail information on upgrading your old installation of Team Helpdesk system with new version and update.
 

Upgrade Steps to Team Helpdesk Version 8.X (from version 6.X, 7.X)
 

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Download the latest v8 setups from here to your system.
 

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Extract the contents of the zip file to a file folder in your system. The downloaded zip file (TeamHelpdeskSPSetups_xXX.zip) contains 2 files TeamHelpdeskSPManagerSetup_xXX.exe, TeamHelpdeskSPAgentSetup_xXX.exe
 

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Shutdown Outlook.
 

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Run 'TeamHelpdeskSPManagerSetup_xXX.exeto upgrade the Team Helpdesk Manager SP addin.
 

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Run 'TeamHelpdeskSPAgentSetup_xXX.exe'  to upgrade the Team Helpdesk Agent SP addin.
 

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NOTE: This step can be skipped if you are upgrading from v8.0 to v8.1
If you are upgrading from version 6 or 7, the last step is to upgrade the existing cases and KB items in Team Helpdesk folders and this needs to be done from a system that has the Agent add-in installed. And the user performing this, should have 'Owner' rights over the Ongoing Cases, Resolved Cases and KB folders, otherwise this step may fail.

To proceed, navigate to the Ongoing Cases or Resolved Cases folder. And press 'Upgrade Cases' button. A wizard pops up that will guide you to upgrade the existing cases and KB articles to make them compatible with the new version 8.



Depending on how much existing cases and KB articles you might have, the upgrade process may take few seconds to few minutes. Once upgrade of the existing cases/KB articles are successful, when you open any existing case or KB article item, the case form or the KB form would be visible.


 

Upgrade Steps to Team Helpdesk Version 8.0 (from version 4.X, 5.X)


Step 1 - Uninstall previous Team Helpdesk Manager/Client tool from all systems

Step 2 - Install new Team Helpdesk Manager setup on pilot/admin system

Step 3 - Upgrade existing helpdesk database and cases/KB articles

Step 4 - Upgrade the Case form for Ongoing Cases, Resolved Cases and KB folders

Step 5 - Upgrade the Customer Web Service (CWS) and Technicians Web Access (TWA) sites

Step 6 - Install Team Helpdesk Agent tool on technician's system.

 

READ THIS BEFORE PROCEEDING: During the upgrade process, the new version will prompt you to enter your existing license for validating your support and maintenance subscription. Upgrade to the new version is free only if your existing support and maintenance contract is valid. If it is expired, your license key will not work on the new version. You will need to renew the support subscription starting from the expired date to current date. This will elevate your license to work on the new version. If you are unsure if your support subscription is valid, please contact us along with your registered email and license key before deciding to upgrade. Click here to renew support subscription.

 

STEP 1: Uninstall previous Team Helpdesk Manager/Client tool from all systems

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This is very important step and must be done on all users systems that have the previous Team Helpdesk Manager or Client installed. Because the new Team Helpdesk is developed using .NET framework, the files are no longer compatible to earlier versions.
 

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To uninstall, first shutdown Outlook. And go to Control Panel > Programs and Features ( for Windows Vista, Windows 7 and 8, 10), or Control Panel >Add/Remove Programs (for Windows XP) and uninstall 'Team Helpdesk Manager SP' and 'Team Helpdesk Client SP' of previous versions.


 

 STEP 2: Install Team Helpdesk Manager v6 setup on pilot/admin system

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Download the latest setups from https://www.assistmyteam.net/TeamHelpdeskSP/download.asp to the pilot/admin system. There are two different setups for 32-bit Outlook and 64-bit Outlook

TeamHelpdeskSPSetups_x86.zip (for 32 bit Outlook 2007, 2010, 2013, 2016)
TeamHelpdeskSPSetups_x64.zip (for 64 bit Outlook 2010, 2013, 2016)

Make sure each system has .NET framework 4.5 or above installed.

You should download the correct setup type according to your Outlook bitness. And then extract the contents of the zip file to a file folder in your system. The downloaded zip file contains the setup.exe for Team Helpdesk Manager and Agent tool (formerly known as Client tool)
 

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Shutdown Outlook.
 

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Run 'TeamHelpdeskSPManagerSetup_xXX.exe' (where ‘xxx’ can be either x86 or x64) to install the new Team Helpdesk Manager on the admin system.



 STEP 3: Upgrade existing helpdesk database and cases/KB articles

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To perform step 3, you should be the manager/administrator of the installed Team Helpdesk folders and the database. Because, your existing helpdesk database of previous Team Helpdesk version needs to be upgraded to conform with the new schema used in the database of the new version. Fortunately, the process of database upgrade is automated in the new Team Helpdesk Manager. You just need to make sure, you have adequate permissions to create new tables and alter existing ones in your database.

1. For SQL Server database, db_creator or higher rights on the helpdesk database
2. For MS Access database, you should have full write permission on the MDB file
3. You should have full owner permissions on all Team Helpdesk subfolders (Ongoing Cases, Resolved Cases, KB, History, Settings, Schedules subfolders)

kindly take note of the above rights and permissions before proceeding.
 

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Start Outlook.
 

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The new Team Helpdesk manager add-in will probe your existing database and would automatically offer to perform the necessary upgrades. It won't proceed further without performing the upgrades.
 

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Click 'Upgrade' to proceed with upgrading your existing cases items. Please note here, besides upgrading the cases, it will also create a new folder 'History Resolved' in the same level as your existing 'History' folder. And all the emails belonging to resolved cases will be moved from the old 'History' folder to the new 'History Resolved'. So, depending on the number of emails you have in your History folder, it may take a longer time to process and move them to the new 'History Resolved' folder.

In new version, ongoing and resolved cases will have their own History folder to store their corresponding emails. Ongoing cases will use the old 'History' folder where as the resolved cases will use the new 'History Resolved' folder.



STEP 4: Upgrade the Case form for Ongoing Cases, Resolved Cases and KB folders
(NOTE: This step is needed to be performed only once, on a machine having the Team Helpdesk Manager installed, that too, by the helpdesk administrator, having owner rights on the Ongoing Cases and Resolved Cases folder. Actually, this step upgrades the forms of the earlier versions to dummy ones because the new version of Team Helpdesk cannot make use of the old cases 'as it is'. So the trick is to force Outlook to update the forms so that previous form layouts and controls are removed with the used of a simple dummy forms of the same message class.)

 

The dummy forms (with the extension .FDM) are located under Team Helpdesk SP Resources folder.

On Windows XP
C:\Documents and Settings\USERNAME\Application Data\AssistMyTeam\Team Helpdesk SP Resources

On Vista and Windows 7, 8, 10
C:\Users\USERNAME\AppData\Roaming\AssistMyTeam\Team Helpdesk SP Resources

 

To upgrade to the new version dummy forms, make sure you are the owner of the Ongoing Cases folder and follow these steps below:
 

1. If you are using Outlook 2003 and 2007, right-click Ongoing Cases folder > Properties > Forms tab > Manage. And in the Forms Manager dialog, click 'Install...' button and browse to the 'Team Helpdesk SP Resources' folder


 

Else if you are using Outlook 2010 or higher, then go to Backstage view > Options > Advanced > Custom Forms... button



In the Custom Forms options, Click 'Manage Forms...' button

 

In the Forms Manager, Click 'Set...' button on the extreme right

 

In the Set Library To dialog, choose 'Folder Forms Library' option, and navigate through the folders and specify the 'Ongoing Cases' sub-folder. And Click OK.

 

In the Forms Manager dialog, now you will see the 'AMTSupportCaseSP' (in case of Ongoing Cases subfolder) or 'AMTSupportCaseSP.Closed' (in the case of Resolved Cases subfolder) in the box. Now click 'Install...' button

 

2. Browse to the Team Helpdesk SP Resources folder (eg. under C:\Users\USERNAME\AppData\Roaming\AssistMyTeam\Team Helpdesk SP Resources in Windows 7, 8, 10) and Select FDM type from the drop down 'Filter of Type', to see all the .fdm files in that folder.

Select 'AMTSupportCaseSP.fdm' in case you are updating the Ongoing Cases subfolder, or 'AMTSupportCaseSP.Closed.fdm', if you are updating the resolved cases subfolder. Similarly, for updating the form in KB folder, select 'AMTKnowledgeBaseSP'. And  Click 'Open' button to continue.

 

3. Click OK to the confirmation message.

 

4. Click OK to the 'Form Properties' dialog.

 

5. Click 'Close' to the 'Form Manager' dialog to finish the update. Now, goto Ongoing Cases subfolder in Outlook, and try opening a case item. It should not have the new form. If you still see the old form, restart Outlook.


Repeat the same steps above for re-installing or updating the form in the 'Resolved Cases' (using AMTSupportCaseSP.Closed.fdm') and 'KB' folder (using AMTKnowledgeBaseSP.fdm).

 

6. Restart Outlook. Congratulations! Now, you can start using the new Team Helpdesk version.


 

STEP 5: Upgrade the Customer Web Service (CWS) and Technicians Web Access (TWA) sites

In the new version, the TWA.zip and CWS.zip files are stored on the system (with Team Helpdesk Manager ) under the following folder (Team Helpdesk SP Resources):
 

On Windows XP
C:\Documents and Settings\USERNAME\Application Data\AssistMyTeam\Team Helpdesk SP Resources

On Vista and Windows 7, 8, 10
C:\Users\USERNAME\AppData\Roaming\AssistMyTeam\Team Helpdesk SP Resources


Upgrading the Customer Web Service website:

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You need to perform this upgrade step from a system with Team Helpdesk Manager add-in installed. Extract the contents of CWS.zip to a temporary folder in your desktop and delete the empty 'Temp' folder (as your existing 'Temp' folder under the Customer Web Service network folder on your server would have been already configured for ASP.NET account access). Copy and overwrite all the contents from the temporary folder to your Customer Web Service shared folder (on the server).

 

Upgrading the Technician Web Access website:

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You need to perform this upgrade step from a system with Team Helpdesk Manager add-in installed. Extract the contents of TWA.zip to a temporary folder and delete the empty 'Temp' folder (as your existing 'Temp' folder under the Technician Web Access network folder on your server would have been already configured for ASP.NET account access). Copy and overwrite all the contents from the temporary folder to your Technician Web Access shared folder (on the server).

 

 

STEP 6: Install Team Helpdesk Agent tool on individual technician's system.

In the new version, there is a change in the name of the technician install. Earlier it was known as 'Team Helpdesk Client SP Add-in' and now it is changed to 'Team Helpdesk Agent SP Add-in'. Hence forth, we will use this new name

 

Team Helpdesk Agent add-in Requirements:
> .NET framework 4.5 or above
> Outlook 2007 SP3 or above

The Agent setup exists in two different types - one each for 32-bit Outlook and 64-bit Outlook:

TeamHelpdeskSPAgentSetup_x86.exe (for 32 bit Outlook 2007, 2010, 2013, 2016)
TeamHelpdeskSPAgentSetup_x64.exe (for 64 bit Outlook 2010, 2013, 2016)
 

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Shutdown Outlook.
 

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Uninstall any previous version of Team Helpdesk Client add-in. To uninstall, first shutdown Outlook. And go to Control Panel > Programs and Features ( for Windows Vista, Windows 7, 8 and 10), or Control Panel >Add/Remove Programs (for Windows XP) and uninstall 'Team Helpdesk Client SP' of previous versions.
 

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Run TeamHelpdeskSPAgentSetup_xXX.exe to start the installation of the new version Agent tool. The installation involves a few clicks and should be over in matter of seconds.
 

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Start Outlook.

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Congratulations! Now, you can start using the new Team Helpdesk SP version.
 

 
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