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Upgrading the
installation files:
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Shutdown Outlook
(if active). Make sure the Outlook.exe is also not running
in the background (verify it
from Task Manager). This should
be done in all the systems
where SupportCalls add-in is
installed. So, please inform
all your technicians to
shutdown Outlook for a few
minutes during the upgrade
process.
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To upgrade to
version 4, first you (and all of
your technicians) need to
uninstall the previous version
(3.6 or less) of SupportCalls
System from your system.
Go to Control Panel > Programs
and Features (in case of Vista
and Windows 7) or Control Panel
> Add/Remove Programs (in case
of Windows XP). Find the entry
for 'SupportCalls System', and
click the uninstall button to
remove it from your system.
Warning: It is
very important that you
uninstall the previous version
of SupportCalls System before
upgrading to version 4, else, it
will conflict with the new
version and your SupportCalls
data might get lost.
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Download the
latest SupportCallsSetups.zip from
http://www.assistmyteam.net/SupportCalls/download.asp
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 (SupportCallsSetups.zip)
contains 3 files –
SupportCallsManagerSetup.exe,
SupportCallsClientSetup.exe
and VersionInfo.txt.
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The
SupportCallsManagerSetup.exe (managerial
install) is meant for helpdesk
administrator who would
configure and maintain the
SupportCalls folders, drop down
lists, templates, FAQs and other
helpdesk settings. Whereas,
SupportCallsClientSetup.exe
(client install) is for the
technicians who would work on
support cases in Outlook with
the configured SupportCalls
folders.
(Note: if the
administrator needs to work on
support cases, then the client
tool also needs to be installed,
apart from the managerial
portion).
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With version 4,
SupportCalls System now saves
the settings, templates and
other helpdesk data on a
dedicated database. So, the
first step to upgrade to version
4, is to export your existing
settings data (from the
SupportCalls settings sub folder
in Outlook) to a dedicated
database (either MS Access or a
SQL Server database). To do
this, one of the helpdesk
manager/administrator need to
first install the SupportCalls
Manager tool to upgrade the
SupportCalls data and settings.
Run SupportCallsManagerSetup.exe
and install the SupportCalls
Manager. Once done, start
Outlook and you will be prompted
to create a new database . (Note:
this is required to be done
only once by the helpdesk
manager/administrator)

Both Microsoft Access and SQL
Server databases are supported.
If you choose Access, the
database will need to be placed
on a shared network folder such
that all technicians working on
the support cases in Outlook
have access to the network
folder. When you specify the
location where the MDB file is
to be created, make sure you
choose a UNC path (eg. \\AMTServer\Helpdesk)
instead of a mapped one because,
a mapped drive might only be
accessible to you. One important
consideration with having a
network Access database is the
write permission on the folder
and the MDB file itself. Make
sure, the shared folder or the
MDB file is not configured
‘read-only’ for all technicians
on the network, otherwise,
technicians won’t be able to
create and save cases in the
SupportCalls Cases folders in
Outlook.
Another database option is the
SQL server. This is a
recommended option, if you have
a large number of
users/technicians working on
support cases, as it gives a
better performance.

For SQL server, the server name
is mandatory. The Database name
is optional. If it is left
empty, a new database with the
name ‘SupportCallsSettingsDB’
would be created. If your SQL
server is configured to use
windows authentication (NTLM),
then you can check the ‘Use
Integrity Security’ option to
let Windows manager the
credentials to access the
resources on the SQL server. One
important aspect to consider
when using a SQL server database
is the accessibility by other
technicians. That is, when other
technicians install the
SupportCalls Client, they will
automatically pick up these SQL
server settings to connect to
the database, and hence, it is
important that the specified SQL
server account here (if you are
not using Integrated Security,
that is) is usable by all the
technicians as well.
So, when once you have chosen a
database, your existing
SupportCalls data and settings
would be available in the new
database. After this, you would
be prompted to re-register the
new version. Enter your existing
license key and activate it.
(This is required one time only
and once registered, it is done
for all users of the helpdesk) |
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Now, all your
technicians can start upgrading
to the new SupportCalls Client
(version 4) by running 'SupportCallsClientSetup.exe'.
To ease things, you can place
the setup.exe files on a network
folder accessible to all
technicians, so that they can
run it from there to install,
without needing to download the
entire setups from the website
by each technician.
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If the helpdesk
manager/administrator needs to
work on support cases, then the
SupportCalls Client also needs
to be installed, apart from
SupportCalls Manager. Both are
designed to co-exists. |
For more information
and changes in the new version 4,
please refer the
PDF help manual available here.
Upgrading the
Customer Web Service website:
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You need to
install the SupportCalls Manager
tool to perform this upgrade. You will
find the
CustomerWebService.zip file
under the 'program files\AssistMyTeam\SupportCalls
System' folder. Extract the
contents to a temporary folder
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
install the SupportCalls Manager
tool to perform this upgrade. You will
find the
TechnicianWebAccess.zip file
under the 'program files\AssistMyTeam\SupportCalls
System' folder. Extract the
contents 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). |
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