Read Me - NetResults ProblemTracker

Read Me - NetResults ProblemTracker 5.5.4
© Copyright 1997-2005 NetResults Corporation. All Rights Reserved.

These are the Release Notes for NetResults ProblemTracker Version 5.5.4. Please visit our web site for the most updated version of the Read Me. Click here to review our Online ProblemTracker Help.

Before using (or upgrading to) ProblemTracker Enterprise Edition Version 5.5.4 (PTEE 5.5.4) or ProblemTracker Version 5.5.4 (Standard Edition), please review the information in the following sections:

System Requirements
Upgrade Instructions
Changes in this and previous ProblemTracker Releases ( version 5.5.4 enhancements, version 5.5.4 fixes )
Support Resources

System Requirements for ProblemTracker Version 5.5.4

NetResults ProblemTracker 5.5.4 has the following requirements. Listed first are the requirements for use of multinationalization features (languages other than western European languages). Multinationalization features require newer versions of web servers as many international web features have only recently been supported (and many standards are in fact still "in progress" in this area). Listed second are the requirements if you do not require multinational support. If any of the required software listed below is not installed on your server machine (or if you do not know if it is installed), click here for instructions on how to verify that you have the appropriate software, links to download the software, and instructions on how to install it.

Multinationalization
General System Requirements

In order to use Multinationalization options (support of Non-Latin1 languages):

Latin1 languages include the following - English, Basque, Catalan, Danish, Dutch, Finnish, French, German, Icelandic, Italian, Norwegian, Portuguese, Spanish, Swedish. If you plan to use a language other than one (or more) of those listed above, your system requires the following:

Client Requirements:

Any platform on which Internet Explorer (version 5.5 or greater) or Netscape (version 6.2 or greater) is available.
Microsoft Internet Explorer (version 5.5 or greater) or Netscape (version 6.2 or greater).

Server Requirements:

A 600 MHz Intel Pentium III (or compatible) system is required. An Intel Pentium 4 system is recommended.
For Windows 2000 Server, a minimum of 192 MB of RAM is required and 512 MB (or more) of RAM is recommended. For Windows Server 2003, a minimum of 256 MB of RAM is required and 512 MB (or more) of RAM is recommended.
50 MB of disk space to install ProblemTracker with one workgroup, plus approximately 20 MB for each additional workgroup.
Windows 2000 Server or Windows Server 2003 (32-bit version) operating system.
Microsoft Internet Information Server 5.0 or 6.0. IIS is included in Windows 2000 Server (IIS 5.0) and Windows Server 2003 (IIS 6.0).
Microsoft Data Access Components (MDAC) 2.5 or greater. This is included in Windows 2000 and Windows Server 2003.
Microsoft JET 4.0 Service Pack 5 or greater. This is included in Windows 2000 Service Pack 2 (or greater) and Windows Server 2003. It can be downloaded for pre-SP2 versions of Windows 2000 Server.
Sun Java Runtime Environment (JRE) 1.3.1 (or greater) or Microsoft Java Virtual Machine (JVM). Sun Java is recommended for Windows 2000 Server and Windows Server 2003.
Microsoft JScript 5.5 or greater is required. This is included with Internet Explorer 5.5 or greater (if IE 5.5+ is installed on your server, you already have JScript 5.5 or greater installed). It can also be downloaded and installed separately.
In order to integrate Source Code Control with ProblemTracker, Microsoft Visual SourceSafe Version 6.0 Server with Service Pack 5 or greater is required.

Optional Database Support:

In addition to the included support for Microsoft Access, ProblemTracker can be used with the following database systems:

Microsoft SQL Server 7.0 (Standard or Enterprise Edition)
Microsoft SQL Server 2000 (Standard or Enterprise Edition)
Oracle Database 8i (Standard or Enterprise Edition)
Oracle Database 9i (Standard or Enterprise Edition)
Oracle Database 10g (Standard or Enterprise Edition)

General System Requirements (if not using Multinationalization):

Client Requirements:

Any platform on which Internet Explorer (version 5.5 or greater) or Netscape (version 6.2 or greater) is available.
Microsoft Internet Explorer (version 5.5 or greater) or Netscape (version 6.2 or greater).

Server Requirements:

A 600 MHz Intel Pentium III (or compatible) system is required. An Intel Pentium 4 system is recommended.

For Windows 2000 Server, a minimum of 192 MB of RAM is required and 512 MB (or more) of RAM is recommended. For Windows Server 2003, a minimum of 256 MB of RAM is required and 512 MB (or more) of RAM is recommended. For Windows NT Server 4.0, a minimum of 128 MB of RAM is required and 256 MB (or more) of RAM is recommended.

50 MB of disk space to install ProblemTracker with one workgroup, plus approximately 20 MB for each additional workgroup.

Windows 2000 Server, Windows Server 2003 (32-bit version), or Windows NT Server 4.0 operating system. Windows NT Server 4.0 can not be used if you are using the UTF-8 (Unicode) character set, ProblemTracker API add-on, or ProblemTracker Add Record via Email add-on. Windows NT Server 4.0 is not recommended for use with new ProblemTracker installations as Microsoft has discontinued security fixes and support for Windows NT Server 4.0 and ProblemTracker 6.0 will not support NT Server 4.0 (IIS 4.0) as a web server platform.

Microsoft Internet Information Server 4.0, 5.0, or 6.0. IIS 5.0 or 6.0 is recommended. IIS 5.0 or 6.0 is required if using the UTF-8 (Unicode) character set. IIS is included in Windows NT Server 4.0 (IIS 4.0), Windows 2000 Server (IIS 5.0), and Windows Server 2003 (IIS 6.0).

Microsoft Data Access Components (MDAC) 2.5 or greater. This is included in Windows 2000 and Windows Server 2003. It can be downloaded for Windows NT 4.0.

Microsoft JET 4.0 Service Pack 5 or greater. This is included in Windows 2000 Service Pack 2 (or greater) and Windows Server 2003. It can be downloaded for Windows NT Server 4.0 and pre-SP2 versions of Windows 2000 Server.

Sun Java Runtime Environment (JRE) 1.3.1 (or greater) or Microsoft Java Virtual Machine (JVM). Sun Java is recommended for Windows 2000 Server and Windows Server 2003. Only Microsoft Java is supported on Windows NT Server 4.0.

Microsoft JScript 5.5 or greater is required. This is included with Internet Explorer 5.5 or greater (if IE 5.5+ is installed on your server, you already have JScript 5.5 or greater installed). It can also be downloaded and installed separately.

In order to integrate Source Code Control with ProblemTracker, Microsoft Visual SourceSafe Version 6.0 Server with Service Pack 5 or greater is required.

Optional Database Support:

In addition to the included support for Microsoft Access, ProblemTracker can be used with the following database systems

Microsoft SQL Server 7.0 (Standard or Enterprise Edition)
Microsoft SQL Server 2000 (Standard or Enterprise Edition)
Oracle Database 8i (Standard or Enterprise Edition)
Oracle Database 9i (Standard or Enterprise Edition)
Oracle Database 10g (Standard or Enterprise Edition)

Upgrade Instructions

Click on the link below that corresponds to the version you are upgrading from to see the upgrade instructions relevant to your current version:

Upgrading from Versions 5.5 - 5.5.3 to Version 5.5.4
Upgrading from Versions 5.0 - 5.0.2 to Version 5.5.4
Upgrading from Versions 4.1 - 4.1.1 to Version 5.5.4
Upgrading from Versions 4.0 - 4.0.3 to Version 5.5.4
Upgrading from Versions 3.0 - 3.6.1 to Version 5.5.4

Upgrading from Version 2.x requires assistance from NetResults Technical Support. Please do not attempt to upgrade your Version 2.x installation without assistance.

Upgrading from Versions 5.5 - 5.5.3 to Version 5.5.4

Section 1 - Backup your ProblemTracker Installation

For Access Users:

For each of items below, a default path is listed. The "<installation directory>" mentioned in the path may be "C:\Inetpub\wwwroot\ProblemTracker" for Internet Information Server users. Or, it may be a value other than the default if the default was overridden in the original installation. Typically it is at the "root" of your (virtual) web site.

Copy all ProblemTracker workgroup database files which are to be upgraded and archive the copies in a safe location. These files are shown below for a default installation.

<installation directory>\workgroup\Database\Bugtrack.mdb
Copy all ProblemTracker workgroup attachment files and archive the copies in a safe location. These files are located in the path (folder) shown below for a default installation.

<installation directory>\workgroup\Attachments
Copy the Workgroup Management System database file. The default location is:

<installation directory>\ptadmin\Database\ptadmin.mdb
Copy the User Management database file. The default location is:

<installation directory>\ptcommon\Database\ptcommon.mdb
If you have customized the login page with your own html, you need to back up the corresponding files as well. These files are located in the path (folder) shown below for a default installation.

<installation directory>\workgroup\Include\loginbottom.inc
<installation directory>\workgroup\Include\logintop.inc
If you have implemented any additional web server security measures on your ProblemTracker workgroups, this security will be altered after running the upgrade operation on each workgroup. Additional web server security includes the recommendations in the Web Server Security Help section or other measures recommended by your system administrator (e.g. SSL, etc.). You will need to re-apply this additional security after you have completed the upgrade operation on each workgroup.

For SQL Server 7.0 / 2000 or Oracle Users:

For each workgroup, you may backup SQL Server 7.0/2000 or Oracle database(s) by using SQL Server or Oracle backup or data export operation. Backups may done to a hard disk as well as to tape. Please review your SQL Server or Oracle documentation for further information.
Copy all ProblemTracker workgroup attachment files and archive the copies in a safe location. These files are located in the path (folder)
shown below for a default installation.

<installation directory>\workgroup\Attachments
Copy the Workgroup Management System database file. This will in Access format even if your workgroup databases are SQL Server or Oracle databases. The default location is:

<installation directory>\ptadmin\Database\ptadmin.mdb
Copy the User Management database file. The default location is:

<installation directory>\ptcommon\Database\ptcommon.mdb
If you have customized the login page with your own html, you need to back up the corresponding files as well. These files are located in the path (folder) shown below for a default installation.

<installation directory>\workgroup\Include\loginbottom.inc
<installation directory>\workgroup\Include\logintop.inc
If you have implemented any additional web server security measures on your ProblemTracker workgroups, this security will be altered after running the upgrade operation on each workgroup. Additional web server security includes the recommendations in the Web Server Security Help section or other measures recommended by your system administrator (e.g. SSL, etc.). You will need to re-apply this additional security after you have completed the upgrade operation on each workgroup.

IMPORTANT NOTE FOR ALL USERS: It is REQUIRED that you either copy the database file(s) to a safe place (Access only) or perform a backup (Access, SQL Server or Oracle). UNDER NO CIRCUMSTANCES IS NETRESULTS RESPONSIBLE FOR THE LOSS OF ANY DATA AS THE RESULT OF THE INSTALLATION PROCESS.

Section 2 - Running the Installation Set up Program and Performing the Upgrade from Versions 5.5 - 5.5.3 to Version 5.5.4

GO TO SECTION 1.0 ABOVE AND BACKUP ALL OF YOUR PROBLEMTRACKER DATABASES BEFORE PROCEEDING.

Prior to installing ProblemTracker Version 5.5.4, please make sure all users are logged out of every workgroup. You may wish to block the workgroups via the Workgroup Management System (WMS) while you perform the upgrade. To end any active sessions and block a workgroup:
1. Login to WMS
2. Click on the Admin icon
3. Select the option Block / Unblock Workgroups, then click on the Continue button
4. Select a workgroup (or select all workgroups by checking the box at the top left of the workgroup list), then click on the Logoff User Sessions button at the bottom
5. Click on an active session, then click on the Logoff button. After all sessions have been logged off, click OK to return to the Block / Unblock section.
6. Select the workgroup you wish to block (or select all workgroups by checking the box at the top left of the workgroup list), then click on the Block button.
7. Repeat the steps above for each workgroup you wish to block.
Temporarily disable any anti-virus software while you run the Version 5.5.4 installation program and perform configuration steps in the Workgroup Management System (WMS). This is recommended so that your anti-virus software will not prevent the installation program or WMS from performing operations such as copying files, running scripts, configuring your web server, setting file permissions and registry entries. Your anti-virus software can be reactivated safely after you have completed the installation steps and any necessary WMS configuration.

If you are upgrading a NT 4.0 Server installation, temporarily stop all IIS services (IIS Admin Service and World Wide Web Publishing Service) while you run the Version 5.5.4 installation setup program. Running the installation setup program without stopping all IIS services will prevent you from receiving all of the necessary file updates included in this version. This step is optional if you are upgrading a Windows 2000 Server or Windows Server 2003 installation as the upgrade program will stop (and restart) the services for you.

Install ProblemTracker 5.5.4 or ProblemTracker Enterprise Edition 5.5.4. To do this, login to the web server machine as Administrator and then run (double-click from Windows Explorer) pbtrk554.exe (ProblemTracker 5.5.4) or ptee554.exe (ProblemTracker Enterprise Edition 5.5.4). During the installation, if you are asked about updating "read only" files, answer Yes (overwrite the read only file as a part of the installation). When the installation setup program has finished, you will be asked to reboot your system.

Login to the Workgroup Management System (WMS) by going to Start->Programs->NetResults ProblemTracker 5->Workgroup Management System. To upgrade your workgroups, click on the Admin icon on the Button bar. Select the option "Upgrade workgroups from versions 4.x / 5.x to ProblemTracker 5.5.4", then click on the Continue button.

A list of workgroups that need to be upgraded from Version 5.5 - 5.5.3 to 5.5.4 will be displayed. Click on the "Upgrade All Workgroups" button to upgrade all of the workgroups at once. A confirmation message will be displayed once each workgroup has been upgraded successfully.

If any of your workgroups were created in Version 5.5 with "Help Desk" or "Customer Support" selected as the template type, you will need to complete additional steps on those workgroups. This step does not need to be performed if you are upgrading from Version 5.5.1 or newer. To check the template type for your workgroups, click on the Home icon in the Workgroup Management System (WMS), then click on the View icon to the left of a workgroup listed on the Home page. In the "Database" section, check what is listed for "Template". If it says "helpdesk" or "support", please perform the following additional steps:
1. Login as Admin to a workgroup which has "helpdesk" or "support" selected as the template.
2. Click on the Admin icon.
3. Click on the Maintenance button.
4. Click on the "Fix Mail Config Error" button. Wait until the Status bar is updated to confirm that the operation has finished.
5. Click on the Logoff button to log out of the workgroup.
6. Repeat the steps above for each workgroup with "helpdesk" or "support" selected as the template.

If you are upgrading from Version 5.5 AND any of your workgroups use an Oracle database, you will need to complete additional steps on those workgroups. This step does not need to be performed if you are upgrading from Version 5.5.1 or newer. To check the database type for your workgroups, click the Home icon in the Workgroup Management System (WMS), then click the View icon to the left of a workgroup listed on the Home page. In the "Database" section, check what is listed for "Type". If it is "Oracle", please perform the following additional steps:
1. Login as Admin to a workgroup which has "Oracle" as the database type.
2. Click on the Admin icon.
3. Click on the Maintenance button.
4. Click on the "Fix Default Queries" button. Wait until the Status bar is updated to confirm that the operation has finished.
5. Click on the Logoff button to log out of the workgroup.
6. Repeat the steps above for each workgroup with "Oracle" as the database type.
Go back to the Workgroup Management System Home Page. To login to your upgraded workgroup, click on the key icon to the left of the workgroup name from the list on the WMS Home Page. Login to the workgroup to confirm that the upgrade was successful.

Re-activate your anti-virus software and, if you are running NT 4.0 Server, re-start IIS services.

Your system has now been upgraded to Version 5.5.4 for all workgroups.

Upgrading from Versions 5.0 - 5.0.2 to Version 5.5.4

Section 1 - Backup your ProblemTracker Installation

For Access Users:

Copy all ProblemTracker workgroup database files which are to be upgraded and archive the copies in a safe location. These files are shown below for a default installation.

<installation directory>\workgroup\Database\Bugtrack.mdb
Copy all ProblemTracker workgroup attachment files and archive the copies in a safe location. These files are located in the path (folder) shown below for a default installation.

<installation directory>\workgroup\Attachments
Copy the Workgroup Management System database file. The default location is:

<installation directory>\ptadmin\Database\ptadmin.mdb
Copy the User Management database file. The default location is:

<installation directory>\ptcommon\Database\ptcommon.mdb
If you have customized the login page with your own html, you need to back up the corresponding files as well. These files are located in the path (folder) shown below for a default installation.

<installation directory>\workgroup\Include\loginbottom.inc
<installation directory>\workgroup\Include\logintop.inc
If you have implemented any additional web server security measures on your ProblemTracker workgroups, this security will be altered after running the upgrade operation on each workgroup. Additional web server security includes the recommendations in the Web Server Security Help section or other measures recommended by your system administrator (e.g. SSL, etc.). You will need to re-apply this additional security after you have completed the upgrade operation on each workgroup.

For SQL Server 7.0 / 2000 or Oracle Users:

For each workgroup, you may backup SQL Server 7.0/2000 or Oracle database(s) by using SQL Server or Oracle backup or data export operation. Backups may done to a hard disk as well as to tape. Please review your SQL Server or Oracle documentation for further information.
Copy all ProblemTracker workgroup attachment files and archive the copies in a safe location. These files are located in the path (folder)
shown below for a default installation.

<installation directory>\workgroup\Attachments
Copy the Workgroup Management System database file. This will in Access format even if your workgroup databases are SQL Server or Oracle databases. The default location is:

<installation directory>\ptadmin\Database\ptadmin.mdb
Copy the User Management database file. The default location is:

<installation directory>\ptcommon\Database\ptcommon.mdb
If you have customized the login page with your own html, you need to back up the corresponding files as well. These files are located in the path (folder) shown below for a default installation.

<installation directory>\workgroup\Include\loginbottom.inc
<installation directory>\workgroup\Include\logintop.inc
If you have implemented any additional web server security measures on your ProblemTracker workgroups, this security will be altered after running the upgrade operation on each workgroup. Additional web server security includes the recommendations in the Web Server Security Help section or other measures recommended by your system administrator (e.g. SSL, etc.). You will need to re-apply this additional security after you have completed the upgrade operation on each workgroup.

Section 2 - Running the Installation Set up Program and Performing the Upgrade from Versions 5.0 - 5.0.2 to Version 5.5.4

GO TO SECTION 1.0 ABOVE AND BACKUP ALL OF YOUR PROBLEMTRACKER DATABASES BEFORE PROCEEDING.

Prior to installing ProblemTracker Version 5.5.4, please make sure all users are logged out of every workgroup. You may wish to block the workgroups via the Workgroup Management System (WMS) while you perform the upgrade. To end any active sessions and block a workgroup:
1. Login to WMS
2. Click on the Admin icon
3. Select the option Block / Unblock Workgroups, then click on the Continue button
4. Select a workgroup, then click on the Logoff User Sessions button at the bottom
5. Click on an active session, then click on the Logoff button. After all sessions have been logged off, click OK to return to the Block / Unblock section.
6. Select the workgroup you wish to block, then click on the Block button.
7. Repeat the steps above for each workgroup you wish to block.
Temporarily disable any anti-virus software while you run the Version 5.5.4 installation program and perform configuration steps in the Workgroup Management System (WMS). This is recommended so that your anti-virus software will not prevent the installation program or WMS from performing operations such as copying files, running scripts, configuring your web server, setting file permissions and registry entries. Your anti-virus software can be reactivated safely after you have completed the installation steps and any necessary WMS configuration.

If you are upgrading a NT 4.0 Server installation, temporarily stop all IIS services (IIS Admin Service and World Wide Web Publishing Service) while you run the Version 5.5.4 installation setup program. Running the installation setup program without stopping all IIS services will prevent you from receiving all of the necessary file updates included in this version. This step is optional if you are upgrading a Windows 2000 Server or Windows Server 2003 installation as the upgrade program will stop (and restart) the services for you.

Install ProblemTracker 5.5.4 or ProblemTracker Enterprise Edition 5.5.4. To do this, login to the web server machine as Administrator and then run (double-click from Windows Explorer) pbtrk554.exe (ProblemTracker 5.5.4) or ptee554.exe (ProblemTracker Enterprise Edition 5.5.4). During the installation, if you are asked about updating "read only" files, answer Yes (overwrite the read only file as a part of the installation). When the installation setup program has finished, you will be asked to reboot your system.

Login to the Workgroup Management System (WMS) by going to Start->Programs->NetResults ProblemTracker 5->Workgroup Management System. To upgrade your workgroups, click on the Admin icon on the Button bar. Select the option "Upgrade workgroups from versions 4.x / 5.x to ProblemTracker 5.5.4", then click on the Continue button.

A list of workgroups that need to be upgraded from Version 5.0 - 5.0.2 to Version 5.5.4 will be displayed. Select a workgroup from the pulldown, then click on the "Upgrade Workgroup" button to proceed then click OK to confirm. A confirmation message will be displayed once the workgroup has been upgraded successfully.

Go back to the Workgroup Management System Home Page. To login to your upgraded workgroup, click on the key icon to the left of the workgroup name from the list on the WMS Home Page. Login to the workgroup to confirm that the upgrade was successful.

To upgrade another workgroup, repeat steps 6 - 8 until all workgroups have been upgraded.

Re-activate your anti-virus software and, if you are using NT 4.0 Server, re-start IIS services.

Your system has now been upgraded to Version 5.5.4 for all workgroups.

Upgrading from Versions 4.1 - 4.1.1 to Version 5.5.4

Section 1 - Backup your ProblemTracker Installation

For Access Users:

Copy all ProblemTracker workgroup database files which are to be upgraded and archive the copies in a safe location. These files are shown below for a default installation.

<installation directory>\workgroup\Database\Bugtrack.mdb
Copy all ProblemTracker workgroup attachment files and archive the copies in a safe location. These files are located in the path (folder) shown below for a default installation.

<installation directory>\workgroup\Attachments
Copy the Workgroup Management System database file. The default location is:

<installation directory>\ptadmin\Database\ptadmin.mdb
If you have customized the login page with your own html, you need to back up the corresponding files as well. These files are located in the path (folder) shown below for a default installation.

<installation directory>\workgroup\Include\loginbottom.inc
<installation directory>\workgroup\Include\logintop.inc
If you have implemented any additional web server security measures on your ProblemTracker workgroups, this security will be altered after running the upgrade operation on each workgroup. Additional web server security includes the recommendations in the Web Server Security Help section or other measures recommended by your system administrator (e.g. SSL, etc.). You will need to re-apply this additional security after you have completed the upgrade operation on each workgroup.

For SQL Server 7.0 / 2000 or Oracle Users:

For each workgroup, you may backup SQL Server 7.0/2000 or Oracle databas(es) by using SQL Server or Oracle backup or data export operation. Backups may done to a hard disk as well as to tape. Please review your SQL Server or Oracle documentation for further information.
Copy all ProblemTracker workgroup attachment files and archive the copies in a safe location. These files are located in the path (folder)
shown below for a default installation.

<installation directory>\workgroup\Attachments
Copy the Workgroup Management System database file. This will in Access format even if your workgroup databases are SQL Server or Oracle databases. The default location is:

<installation directory>\ptadmin\Database\ptadmin.mdb
If you have customized the login page with your own html, you need to back up the corresponding files as well. These files are located in the path (folder) shown below for a default installation.

<installation directory>\workgroup\Include\loginbottom.inc
<installation directory>\workgroup\Include\logintop.inc
If you have implemented any additional web server security measures on your ProblemTracker workgroups, this security will be altered after running the upgrade operation on each workgroup. Additional web server security includes the recommendations in the Web Server Security Help section or other measures recommended by your system administrator (e.g. SSL, etc.). You will need to re-apply this additional security after you have completed the upgrade operation on each workgroup.

Section 2 - Running the Installation Set up Program and Performing the Upgrade from Versions 4.1 - 4.1.1 to Version 5.5.4

GO TO SECTION 1.0 ABOVE AND BACKUP ALL OF YOUR PROBLEMTRACKER DATABASES BEFORE PROCEEDING.
ProblemTracker Version 5.5.4 requires a new license key. Your ProblemTracker Version 4 license key(s) will not function with ProblemTracker 5.5.4. Please do not install ProblemTracker Version 5.5.4 if you do not have your Version 5 License Keys. Installing Version 5.5.4 without your Version 5 keys may result in an inability to login to your workgroups (because you have more users than licenses entered) and / or unexpected changes to your users (floating users will be converted to static users if a floating license key is not entered). NetResults Sales will send you a Version 5 key if your support and upgrades subscription is current. Please contact NetResults Sales if you have licensing or subscription questions.
Prior to installing ProblemTracker Version 5.5.4, please make sure all users are logged out of every workgroup. Failure to do this before installing Version 5.5.4 will result in your workgroups being "locked" because you will not be able to log the users out (because access to the previous version is denied until the workgroup is upgraded) and will not be able to proceed with the upgrade until the users are logged out.
If you have any two (or more) user accounts (within a single workgroup or in different workgroups) where the User IDs differ only by case (for example, one user account has the User ID "johnsmith" and another user account has the User ID "JohnSmith"), you should change the User IDs until no two differ only by case. It is possible to make these changes as a part of the upgrade process (using the Upgrade Users operation referenced below), but it is generally easier to do this in advance of upgrade. To make this change, do one of the following for each set of user accounts with User IDs that differ only by case.
- If all user accounts are used by the same person (e.g. the User ID is someone's name), Edit all user accounts that differ by case to have the same User ID with the same case (e.g. change "JohnSmith" to "johnsmith"). To do this login as Admin to the Workgroup, click on the Admin icon, click on the User Administration button, click the Edit icon next to the user account to be modified, change the User ID, click OK.
- If all user accounts are used by different people (e.g. the User ID is something generic like "QA"), Edit all user accounts to have a different User ID. In other words, if three user accounts have a User ID that only differs by case, rename two of the three accounts. To do this login as Admin to the Workgroup, click on the Admin icon, click on the User Administration button, click the Edit icon next to the user account to be modified, change the User ID, click OK. Note: Only do this if you have sufficient licenses to cover the new user accounts (each account with a different User ID is counted as a separate user account and will count against your Static and/or Floating license limits on user accounts).
Temporarily disable any anti-virus software while you run the Version 5.5.4 installation program and perform configuration steps in the Workgroup Management System (WMS). This is recommended so that your anti-virus software will not prevent the installation program or WMS from performing operations such as copying files, running scripts, configuring your web server, setting file permissions and registry entries. Your anti-virus software can be reactivated safely after you have completed the installation steps and any necessary WMS configuration.
This procedure assumes that you are installing ProblemTracker Version 5.5.4 on the same machine where you have ProblemTracker 4 installed. If you are installing ProblemTracker Version 5.5.4 on a different machine than where you have ProblemTracker 4 installed, please review the following Version 5.x Move and Upgrade FAQ entry for instructions.
If you are upgrading a NT 4.0 Server installation, temporarily stop all IIS services (IIS Admin Service and World Wide Web Publishing Service) while you run the Version 5.5.4 installation setup program. Running the installation setup program without stopping all IIS services will prevent you from receiving all of the necessary file updates included in this version. This step is optional if you are upgrading a Windows 2000 Server or Windows Server 2003 installation as the upgrade program will stop (and restart) the services for you.
Please note that after running the ProblemTracker Version 5.5.4 installation setup program, you will not be able to access your Version 4.x workgroups until you complete the upgrade process for all workgroups. When ready, install ProblemTracker 5.5.4 or ProblemTracker Enterprise Edition 5.5.4 To do this, login to the web server machine as Administrator and then run (double-click from Windows Explorer) pbtrk554.exe (ProblemTracker 5.5.4) or ptee554.exe (ProblemTracker Enterprise Edition 5.5.4). Enter your license key(s) information by going to Start->Programs->NetResults ProblemTracker 5->ProblemTracker License Manager. During the installation, if you are asked about updating "read only" files, answer Yes (overwrite the read only file as a part of the installation). When the installation setup program has finished, you will be asked to reboot your system.
Login to the Workgroup Management System (WMS) by going to Start->Programs->NetResults ProblemTracker 5->Workgroup Management System. To upgrade your workgroups, click on the Admin icon on the Button bar. Select the option "Upgrade Workgroups from versions 4.x / 5.x to ProblemTracker 5.5.4". A pulldown menu will contain the workgroups that need to be upgraded from Version 4.x to 5.5.4. Select a workgroup to be upgraded and click on the Upgrade Workgroup button, then click OK to confirm.

Once the workgroup files have been upgraded successfully, a confirmation page will be displayed. You will be prompted to upgrade the data for the workgroup. Click on the Continue button to proceed with upgrading your database. A confirmation page will be displayed with details about your database, click on the Upgrade Data button, then click OK to confirm the operation.
Once the database has been upgraded successfully, a confirmation page will be displayed. You will be prompted to upgrade your users. Click on the Upgrade Users button to proceed. Depending on the users you have in your workgroup and the number of workgroups you have, it is possible to have user conflicts that need to be resolved before you can upgrade your users. The conflicts arise because multiple workgroups have the same user id, but the user profile information (name, email address, etc.) is different in each workgroup. If a conflict exists for a particular user id, a "Yes" button will be present in the "User Details Conflict?" column. If all of the user ids listed display "No" in the "User Details Conflict?" column and there are no "Resolve" buttons in the "Action" column, proceed to step 11. If any user ids have "Yes" in the "User Details Conflict?" column, click on the "Resolve" button that appears in the "Action" column for the user account.

The next page will display the "Existing User Details" for the user id. This information is the profile information present in the Workgroup Management System for this workgroup because you have already upgraded a workgroup to 5.5.4 or you are using one of ProblemTracker's standard users (i.e., dev_mgr or process_mgr). The user account's profile information as entered in the workgroup you are upgrading will be displayed in the "Workgroup User Details" column. You can choose to do one of the following to resolve the user conflict:
1. You can either select the user profile information present in one of the columns (by selecting either "Existing User Details" or "Workgroup User Details" in the pulldown at the top of the "Resolved User Details" column). Click on the Update button to proceed.
2. You can select the user profile information present in one of the columns (by selecting either "Existing User Details" or "Workgroup User Details" in the pulldown at the top of the "Resolved User Details" column), then change any of the information you would like to save in the user's profile. Choosing this option will result in the user account being saved with the profile information entered in the "Resolved User Details" column. Click on the Update button to proceed.
3. You can create a new user account to resolve the conflict. To choose this option, select the user profile information present in one of the columns (by selecting either "Existing User Details" or "Workgroup User Details" in the pulldown at the top of the "Resolved User Details" column), then change the user id in the "Resolved User Details" column to be different from the user id displayed in the other columns. You cannot select a user id that is already in use by another workgroup or a user id that is the same as a default user (such as dev_one, dev_mgr, process_mgr, etc.). You may also change any other user profile information in the "Resolved User Details" column, then click on the Update button to create this new user account. This will resolve the user conflict and the existing user account already present in the Workgroup Management System (displayed in the "Existing User Details" column) will be preserved. This new user account will be counted toward the license limits for the keys you have entered in the ProblemTracker License Manager. Once you have renamed the user id and click on the Update button, you will not have another opportunity to change this user's profile information until after the "Upgrade Users" process is complete. After the users have been upgraded, you can use the Edit User option in the License Administration section of WMS to make changes to this user.
  
  After making your selection and / or entering the user details in the "Resolved User Details" column, click on the Update button. Click on the "Resolve" button for another user to continue resolving the conflicts.
Users with "No" displayed in the "User Details Conflict?" column do not have a conflict present. If you wish to modify the profile information for a user which had a conflict resolved, click on the "Edit" button displayed in the "Action" column for the user account, select one of the options in the pulldown at the top of the "Resolved User Details" column to fill the user profile details in this column (the "Resolved User Details" choice will fill the column with the values that were saved for this user when the conflict was resolved), modify the profile information, then click Update to save your changes.

Repeat this step until all user conflicts have been resolved. All user conflicts are resolved when all users have "No" listed in the "User Details Conflict?" column and there are no longer any "Resolve" buttons in the "Action" column.
Click on the Upgrade Users button. When the users have been upgraded, a confirmation page will be displayed. Click OK to return to the Administration Menu.
Go back to the Workgroup Management System Home Page. To login to your upgraded workgroup, click on the key icon to the left of the workgroup name from the list on the WMS Home Page. Login to the workgroup to confirm that the upgrade was successful.

Repeat steps 9 - 12 for each workgroup you have in the Workgroup Management System.
Re-activate your anti-virus software and, if you are running NT 4.0 Server, re-start IIS services.

Your system has now been upgraded to Version 5.5.4 for all workgroups.

Upgrading from Versions 4.0 - 4.0.3 to Version 5.5.4

Section 1 - Backup your ProblemTracker Installation

For Access Users:

Copy all ProblemTracker workgroup database files which are to be upgraded and archive the copies in a safe location.
These files are shown below for a default installation.

<installation directory>\workgroup\Database\Bugtrack.mdb
Copy all ProblemTracker workgroup attachment files and archive the copies in a safe location. These files are located in the path (folder)
shown below for a default installation.

<installation directory>\workgroup\Attachments
Copy the Workgroup Management System database file. The default location is:

<installation directory>\ptadmin\Database\ptadmin.mdb
If you have customized the login page with your own html, you need to back up the corresponding files as well. These files are located in the path (folder) shown below for a default installation.

<installation directory>\workgroup\Include\loginbottom.inc
<installation directory>\workgroup\Include\logintop.inc
If you have implemented any additional web server security measures on your ProblemTracker workgroups, this security will be altered after running the upgrade operation on each workgroup. Additional web server security includes the recommendations in the Web Server Security Help section or other measures recommended by your system administrator (e.g. SSL, etc.). You will need to re-apply this additional security after you have completed the upgrade operation on each workgroup.

For SQL Server 7.0 / 2000 or Oracle Users:

For each workgroup, you may backup SQL Server 7.0/2000 or Oracle databas(es) by using SQL Server or Oracle backup or data export operation. Backups may done to a hard disk as well as to tape. Please review your SQL Server or Oracle documentation for further information.
Copy all ProblemTracker workgroup attachment files and archive the copies in a safe location. These files are located in the path (folder)
shown below for a default installation.

<installation directory>\workgroup\Attachments
Copy the Workgroup Management System database file. This will in Access format even if your workgroup databases are SQL Server or Oracle databases. The default location is:

<installation directory>\ptadmin\Database\ptadmin.mdb
If you have customized the login page with your own html, you need to back up the corresponding files as well. These files are located in the path (folder) shown below for a default installation.

<installation directory>\workgroup\Include\loginbottom.inc
<installation directory>\workgroup\Include\logintop.inc
If you have implemented any additional web server security measures on your ProblemTracker workgroups, this security will be altered after running the upgrade operation on each workgroup. Additional web server security includes the recommendations in the Web Server Security Help section or other measures recommended by your system administrator (e.g. SSL, etc.). You will need to re-apply this additional security after you have completed the upgrade operation on each workgroup.

Section 2 - Running the Installation Set up Program and Performing the Upgrade from Versions 4.0 - 4.0.3 to Version 5.5.4

GO TO SECTION 1.0 ABOVE AND BACKUP ALL OF YOUR PROBLEMTRACKER DATABASES BEFORE PROCEEDING.
ProblemTracker Version 5.5.4 requires a new license key. Your ProblemTracker Version 4 license key(s) will not function with ProblemTracker 5.5.4. Please do not install ProblemTracker Version 5.5.4 if you do not have your Version 5 License Keys. Installing Version 5.5.4 without your Version 5 keys may result in an inability to login to your workgroups (because you have more users than licenses entered) and / or unexpected changes to your users (floating users will be converted to static users if a floating license key is not entered). NetResults Sales will send you a Version 5 key if your support and upgrades subscription is current. Please contact NetResults Sales if you have licensing or subscription questions.
Prior to installing ProblemTracker Version 5.5.4, please make sure all users are logged out of every workgroup. Failure to do this before installing Version 5.5.4 will result in your workgroups being "locked" because you will not be able to log the users out (because access to the previous version is denied until the workgroup is upgraded) and will not be able to proceed with the upgrade until the users are logged out.
If you have any two (or more) user accounts (within a single workgroup or in different workgroups) where the User IDs differ only by case (for example, one user account has the User ID "johnsmith" and another user account has the User ID "JohnSmith"), you should change the User IDs until no two differ only by case. It is possible to make these changes as a part of the upgrade process (using the Upgrade Users operation referenced below), but it is generally easier to do this in advance of upgrade. To make this change, do one of the following for each set of user accounts with User IDs that differ only by case.
- If all user accounts are used by the same person (e.g. the User ID is someone's name), Edit all user accounts that differ by case to have the same User ID with the same case (e.g. change "JohnSmith" to "johnsmith"). To do this login as Admin to the Workgroup, click on the Admin icon, click on the User Administration button, click the Edit icon next to the user account to be modified, change the User ID, click OK.
- If all user accounts are used by different people (e.g. the User ID is something generic like "QA"), Edit all user accounts to have a different User ID. In other words, if three user accounts have a User ID that only differs by case, rename two of the three accounts. To do this login as Admin to the Workgroup, click on the Admin icon, click on the User Administration button, click the Edit icon next to the user account to be modified, change the User ID, click OK. Note: Only do this if you have sufficient licenses to cover the new user accounts (each account with a different User ID is counted as a separate user account and will count against your Static and/or Floating license limits on user accounts
Temporarily disable any anti-virus software while you run the Version 5.5.4 installation program and perform configuration steps in the Workgroup Management System (WMS). This is recommended so that your anti-virus software will not prevent the installation program or WMS from performing operations such as copying files, running scripts, configuring your web server, setting file permissions and registry entries. Your anti-virus software can be reactivated safely after you have completed the installation steps and any necessary WMS configuration.
This procedure assumes that you are installing ProblemTracker Version 5.5.4 on the same machine where you have ProblemTracker 4 installed. If you are installing ProblemTracker Version 5.5.4 on a different machine than where you have ProblemTracker 4 installed, please review the following Version 5.x Move and Upgrade FAQ entry for instructions.
If you are upgrading a NT 4.0 Server installation, temporarily stop all IIS services (IIS Admin Service and World Wide Web Publishing Service) while you run the Version 5.5.4 installation setup program. Running the installation setup program without stopping all IIS services will prevent you from receiving all of the necessary file updates included in this version. This step is optional if you are upgrading a Windows 2000 Server or Windows Server 2003 installation as the upgrade program will stop (and restart) the services for you.
Please note that after running the ProblemTracker Version 5.5.4 installation setup program, you will not be able to access your Version 4.x workgroups until you complete the upgrade process for all workgroups. When ready, install ProblemTracker 5.5.4 or ProblemTracker Enterprise Edition 5.5.4. To do this, login to the web server machine as Administrator and then run (double-click from Windows Explorer) pbtrk554.exe (ProblemTracker 5.5.4) or ptee554.exe (ProblemTracker Enterprise Edition 5.5.4). During the installation setup program, you will be prompted to select a server time zone. Please ensure that you select the same time zone as the time zone set in your operating system. Failure to select the same time zone as your operating system's setting will result in incorrect date and time values in your ProblemTracker data. These incorrect values cannot be corrected at a later time. During the installation, if you are asked about updating "read only" files, answer Yes (overwrite the read only file as a part of the installation). You can enter your license keys during installation. If you do not enter them during installation (or get additional license keys later), you can enter your license key(s) after installation by going to Start->Programs->NetResults ProblemTracker 5->ProblemTracker License Manager. When the installation setup program has finished, you will be asked to reboot your system.
Login to the Workgroup Management System (WMS) by going to Start->Programs->NetResults ProblemTracker 5->Workgroup Management System. To upgrade the workgroups, click on the Admin icon on the Button bar. Select the option "Upgrade Workgroups from versions 4.x / 5.x to ProblemTracker 5.5.4". Select a workgroup from the pulldown menu, then click on the Upgrade Workgroup button and click OK to confirm. A confirmation page will be displayed confirming that the workgroup files have been upgraded. You will be prompted to upgrade your database. Click on the Continue button to proceed with upgrading the data for the workgroup, then click OK to confirm.

Another confirmation page will be displayed listing several areas of your database that need a time zone selection. Select a time zone for each these areas. The time zone you select can be different from the time zone you selected for your ProblemTracker server during the Version 5.5.4 installation setup. Click on the Upgrade Data button to proceed, then click OK to confirm.
Once the database has been upgraded successfully, a confirmation page will be displayed. You will be prompted to upgrade your users. Click on the Upgrade Users button to proceed. Depending on the users you have in your workgroup and the number of workgroups you have, it is possible to have user conflicts that need to be resolved before you can upgrade your users. The conflicts arise because multiple workgroups have the same user id, but the user profile information (name, email address, etc.) is different in each workgroup. If a conflict exists for a particular user id, a "Yes" button will be present in the "User Details Conflict?" column. If all of the user ids listed display "No" in the "User Details Conflict?" column and there are no "Resolve" buttons in the "Action" column, proceed to step 11. If any user ids have "Yes" in the "User Details Conflict?" column, click on the "Resolve" button that appears in the "Action" column for the user account.

The next page will display the "Existing User Details" for the user id. This information is the profile information present in the Workgroup Management System for this workgroup because you have already upgraded a workgroup to 5.5.1 or you are using one of ProblemTracker's standard users (i.e., dev_mgr or process_mgr). The user account's profile information as entered in the workgroup you are upgrading will be displayed in the "Workgroup User Details" column. You can choose to do one of the following to resolve the user conflict:
1. You can either select the user profile information present in one of the columns (by selecting either "Existing User Details" or "Workgroup User Details" in the pulldown at the top of the "Resolved User Details" column). Click on the Update button to proceed.
2. You can select the user profile information present in one of the columns (by selecting either "Existing User Details" or "Workgroup User Details" in the pulldown at the top of the "Resolved User Details" column), then change any of the information you would like to save in the user's profile. Choosing this option will result in the user account being saved with the profile information entered in the "Resolved User Details" column. Click on the Update button to proceed.
3. You can create a new user account to resolve the conflict. To choose this option, select the user profile information present in one of the columns (by selecting either "Existing User Details" or "Workgroup User Details" in the pulldown at the top of the "Resolved User Details" column), then change the user id in the "Resolved User Details" column to be different from the user id displayed in the other columns. You cannot select a user id that is already in use by another workgroup or a user id that is the same as a default user (such as dev_one, dev_mgr, process_mgr, etc.). You may also change any other user profile information in the "Resolved User Details" column, then click on the Update button to create this new user account. This will resolve the user conflict and the existing user account already present in the Workgroup Management System (displayed in the "Existing User Details" column) will be preserved. This new user account will be counted toward the license limits for the keys you have entered in the ProblemTracker License Manager. Once you have renamed the user id and click on the Update button, you will not have another opportunity to change this user's profile information until after the "Upgrade Users" process is complete. After the users have been upgraded, you can use the Edit User option in the License Administration section of WMS to make changes to this user.
  
  After making your selection and / or entering the user details in the "Resolved User Details" column, click on the Update button. Click on the "Resolve" button for another user to continue resolving the conflicts.
Users with "No" displayed in the "User Details Conflict?" column do not have a conflict present. If you wish to modify the profile information for a user which had a conflict resolved, click on the "Edit" button displayed in the "Action" column for the user account, select one of the options in the pulldown at the top of the "Resolved User Details" column to fill the user profile details in this column (the "Resolved User Details" choice will fill the column with the values that were saved for this user when the conflict was resolved), modify the profile information, then click Update to save your changes.

Repeat this step until all user conflicts have been resolved. All user conflicts are resolved when all users have "No" listed in the "User Details Conflict?" column and there are no longer any "Resolve" buttons in the "Action" column.
Click on the Upgrade Users button. When the users have been upgraded, a confirmation page will be displayed. Click OK to return to the Administration Menu.
Go back to the Workgroup Management System Home Page. To login to your upgraded workgroup, click on the key icon to the left of the workgroup name from the list on the WMS Home Page. Login to the workgroup to confirm that the upgrade was successful.

Repeat steps 9 - 12 for each workgroup you have in the Workgroup Management System.
Re-activate your anti-virus software and, if you are running NT 4.0 Server, re-start IIS services.

Your system has now been upgraded to Version 5.5.4 for all workgroups.

Upgrading Versions 3.0 - 3.6.1 to Version 5.5.4

Section 1 - Backup your ProblemTracker Installation

For Access Users:

For each of items below, a default path is listed. The "<installation directory>" mentioned in the path may be "C:\Inetpub\wwwroot" for Internet Information Server users. Or, it may be a value other than the default if the default was overridden in the original installation. Typically it is at the "root" of your (virtual) web site.

Copy all ProblemTracker workgroup database files which are to be upgraded and archive the copies in a safe location.
These files are shown below for a default installation.

<installation directory>\workgroup\Database\Bugtrack.mdb
Copy all ProblemTracker workgroup attachment files and archive the copies in a safe location. These files are located in the path (folder)
shown below for a default installation.

<installation directory>\workgroup\Attachments
If you have customized the login page with your own html, you need to back up the corresponding files as well. These files are located in the path (folder) shown below for a default installation.

<installation directory>\workgroup\Include\loginbottom.inc
<installation directory>\workgroup\Include\logintop.inc
If you have implemented any additional web server security measures on your ProblemTracker workgroups, this security will be altered after running the upgrade operation on each workgroup. Additional web server security includes the recommendations in the Web Server Security Help section or other measures recommended by your system administrator (e.g. SSL, etc.). You will need to re-apply this additional security after you have completed the upgrade operation on each workgroup.

For SQL Server 7.0 / 2000 Users:

For each workgroup, you may backup SQL Server 7.0/2000 databas(es) by using SQL Server backup or data export operation. Backups may done to a hard disk as well as to tape. Please review your SQL Server documentation for further information.
Copy all ProblemTracker workgroup attachment files and archive the copies in a safe location. These files are located in the path (folder)
shown below for a default installation.

<installation directory>\workgroup\Attachments
If you have customized the login page with your own html, you need to back up the corresponding files as well. These files are located in the path (folder) shown below for a default installation.

<installation directory>\workgroup\Include\loginbottom.inc
<installation directory>\workgroup\Include\logintop.inc
If you have implemented any additional web server security measures on your ProblemTracker workgroups, this security will be altered after running the upgrade operation on each workgroup. Additional web server security includes the recommendations in the Web Server Security Help section or other measures recommended by your system administrator (e.g. SSL, etc.). You will need to re-apply this additional security after you have completed the upgrade operation on each workgroup.

IMPORTANT NOTE FOR ALL USERS: It is REQUIRED that you either copy the database file(s) to a safe place (Access only) or perform a backup (Access or SQL Server). UNDER NO CIRCUMSTANCES IS NETRESULTS RESPONSIBLE FOR THE LOSS OF ANY DATA AS THE RESULT OF THE INSTALLATION PROCESS.

Section 2 - Running the Installation Set up Program and Performing the Upgrade from Versions 3.0 - 3.6.1 to Version 5.5.4

GO TO SECTION 1.0 ABOVE AND BACKUP ALL OF YOUR PROBLEMTRACKER DATABASES BEFORE PROCEEDING.
ProblemTracker Version 5.5.4 requires a new license key. Your ProblemTracker Version 3 license key(s) will not function with ProblemTracker 5.5.4. Please do not install ProblemTracker Version 5.5.4 if you do not have your Version 5 License Keys. Installing Version 5.5.4 without your Version 5 keys may result in an inability to login to your workgroups (because you have more users than licenses entered) and / or unexpected changes to your users (floating users will be converted to static users if a floating license key is not entered). NetResults Sales will send you a Version 5 key if your support and upgrades subscription is current. Please contact NetResults Sales if you have licensing or subscription questions.
Prior to installing ProblemTracker Version 5.5.4, please make sure all users are logged out of every workgroup. Failure to do this before installing Version 5.5.4 will result in your workgroups being "locked" because you will not be able to log the users out (because access to the previous version is denied until the workgroup is upgraded) and will not be able to proceed with the upgrade until the users are logged out.
If you have any two (or more) user accounts (within a single workgroup or in different workgroups) where the User IDs differ only by case (for example, one user account has the User ID "johnsmith" and another user account has the User ID "JohnSmith"), you should change the User IDs until no two differ only by case. It is possible to make these changes as a part of the upgrade process (using the Upgrade Users operation referenced below), but it is generally easier to do this in advance of upgrade. To make this change, do one of the following for each set of user accounts with User IDs that differ only by case.
- If all user accounts are used by the same person (e.g. the User ID is someone's name), Edit all user accounts that differ by case to have the same User ID with the same case (e.g. change "JohnSmith" to "johnsmith"). To do this login as Admin to the Workgroup, click on the Admin icon, click on the User Administration button, click the Edit icon next to the user account to be modified, change the User ID, click OK.
- If all user accounts are used by different people (e.g. the User ID is something generic like "QA"), Edit all user accounts to have a different User ID. In other words, if three user accounts have a User ID that only differs by case, rename two of the three accounts. To do this login as Admin to the Workgroup, click on the Admin icon, click on the User Administration button, click the Edit icon next to the user account to be modified, change the User ID, click OK. Note: Only do this if you have sufficient licenses to cover the new user accounts (each account with a different User ID is counted as a separate user account and will count against your Static and/or Floating license limits on user accounts
Temporarily disable any anti-virus software while you run the Version 5.5.4 installation program and perform configuration steps in the Workgroup Management System (WMS). This is recommended so that your anti-virus software will not prevent the installation program or WMS from performing operations such as copying files, running scripts, configuring your web server, setting file permissions and registry entries. Your anti-virus software can be reactivated safely after you have completed the installation steps and any necessary WMS configuration.
This procedure assumes that you are installing ProblemTracker Version 5.5.4 on the same machine where you have ProblemTracker 3 installed. If you are installing ProblemTracker Version 5.5.4 on a different machine than where you have ProblemTracker 3 installed, please review the following Version 5.x Move and Upgrade FAQ entry for instructions.
Install ProblemTracker 5.5.4 or ProblemTracker Enterprise Edition 5.5.4. To do this, login to the web server machine as Administrator and then run (double-click from Windows Explorer) pbtrk554.exe (ProblemTracker 5.5.4) or ptee554.exe (ProblemTracker Enterprise Edition 5.5.4). During the installation setup program, you will be prompted to select a server time zone. Please ensure that you select the same time zone as the time zone set in your operating system. Failure to select the same time zone as your operating system's setting will result in incorrect date and time values in your ProblemTracker data. These incorrect values cannot be corrected at a later time. During the installation, if you are asked about updating "read only" files, answer Yes (overwrite the read only file as a part of the installation). You can enter your license keys during installation. If you do not enter them during installation (or get additional license keys later), you can enter your license key(s) after installation by going to Start->Programs->NetResults ProblemTracker 5->ProblemTracker License Manager. After the installation setup program has finished, you will be asked to reboot your system.
Log into the Workgroup Management System by going to Start->Programs->NetResults ProblemTracker 5->Workgroup Management System. Click on the Admin icon and select the option "Upgrade Workgroups from versions 3.x to ProblemTracker 5.5.4", then click on the Continue button.
In the Current Workgroup details section, type in the current workgroup name, select the current database type and web site, then click on the Continue button to proceed.
In the New Workgroup details section, enter information for the new workgroup including Workgroup Name, Description, Location, Template, Web Site, Host Name/IP Address, Port Number, and history comment. If using Access as your database type, please choose a workgroup name and location that are different than your current 3.x workgroup. This is very important because choosing an identical name will cause you to overwrite your 3.x workgroup. If you are using SQL Server as your database type, the Version 3 database will be upgraded whether you choose a different name or use the same name. Please make sure you have a backup of your database before proceeding. Once you have entered the necessary information, if you are using Access as your database type, uncheck the box for "re-direct your Version 3 workgroup URL to your Version 5.5.4 database". If you are using SQL Server, you may check this box for re-direction. Click on the Continue button to proceed with the upgrade process.
A confirmation screen listing information for both the current workgroup and the new workgroup will be displayed. Click on the Back button to make any necessary changes. Otherwise, click on the Upgrade Workgroup button to complete the Upgrade operation. Click OK to confirm. A confirmation page will be displayed confirming that the workgroup files have been upgraded. Click on the Continue button to proceed with upgrading the data for the workgroup, then click OK to confirm the operation.

Another confirmation page will be displayed listing several areas of your database that need a time zone selection. Select a time zone for each these areas. The time zone you select can be different from the time zone you selected for your ProblemTracker server during the Version 5.5.4 installation setup. Click on the Upgrade Data button to proceed, then click OK to confirm. Click OK after the upgrade operation has completed.
Once the database has been upgraded successfully, a confirmation page will be displayed. You will be prompted to upgrade your users. Click on the Upgrade Users button to proceed. Depending on the users you have in your workgroup and the number of workgroups you have, it is possible to have user conflicts that need to be resolved before you can upgrade your users. The conflicts arise because multiple workgroups have the same user id, but the user profile information (name, email address, etc.) is different in each workgroup. If a conflict exists for a particular user id, a "Yes" button will be present in the "User Details Conflict?" column. If all of the user ids listed display "No" in the "User Details Conflict?" column and there are no "Resolve" buttons in the "Action" column, proceed to step 13. If any user ids have "Yes" in the "User Details Conflict?" column, click on the "Resolve" button that appears in the "Action" column for the user account.

The next page will display the "Existing User Details" for the user id. This information is the profile information present in the Workgroup Management System for this workgroup because you have already upgraded a workgroup to 5.5.4 or you are using one of ProblemTracker's standard users (i.e., dev_mgr or process_mgr). The user account's profile information as entered in the workgroup you are upgrading will be displayed in the "Workgroup User Details" column. You can choose to do one of the following to resolve the user conflict:
1. You can either select the user profile information present in one of the columns (by selecting either "Existing User Details" or "Workgroup User Details" in the pulldown at the top of the "Resolved User Details" column). Click on the Update button to proceed.
2. You can select the user profile information present in one of the columns (by selecting either "Existing User Details" or "Workgroup User Details" in the pulldown at the top of the "Resolved User Details" column), then change any of the information you would like to save in the user's profile. Choosing this option will result in the user account being saved with the profile information entered in the "Resolved User Details" column. Click on the Update button to proceed.
3. You can create a new user account to resolve the conflict. To choose this option, select the user profile information present in one of the columns (by selecting either "Existing User Details" or "Workgroup User Details" in the pulldown at the top of the "Resolved User Details" column), then change the user id in the "Resolved User Details" column to be different from the user id displayed in the other columns. You cannot select a user id that is already in use by another workgroup or a user id that is the same as a default user (such as dev_one, dev_mgr, process_mgr, etc.). You may also change any other user profile information in the "Resolved User Details" column, then click on the Update button to create this new user account. This will resolve the user conflict and the existing user account already present in the Workgroup Management System (displayed in the "Existing User Details" column) will be preserved. This new user account will be counted toward the license limits for the keys you have entered in the ProblemTracker License Manager. Once you have renamed the user id and click on the Update button, you will not have another opportunity to change this user's profile information until after the "Upgrade Users" process is complete. After the users have been upgraded, you can use the Edit User option in the License Administration section of WMS to make changes to this user.
  
  After making your selection and / or entering the user details in the "Resolved User Details" column, click on the Update button. Click on the "Resolve" button for another user to continue resolving the conflicts.
Users with "No" displayed in the "User Details Conflict?" column do not have a conflict present. If you wish to modify the profile information for a user which had a conflict resolved, click on the "Edit" button displayed in the "Action" column for the user account, select one of the options in the pulldown at the top of the "Resolved User Details" column to fill the user profile details in this column (the "Resolved User Details" choice will fill the column with the values that were saved for this user when the conflict was resolved), modify the profile information, then click Update to save your changes.

Repeat this step until all user conflicts have been resolved. All user conflicts are resolved when all users have "No" listed in the "User Details Conflict?" column and there are no longer any "Resolve" buttons in the "Action" column.
Click on the Upgrade Users button. When the users have been upgraded, a confirmation page will be displayed. Click OK to return to the Administration Menu.
Go back to the Workgroup Management System Home Page. To login to your upgraded workgroup, click on the key icon to the left of the workgroup name from the list on the WMS Home Page. Login to the workgroup to confirm that the upgrade was successful.
Repeat steps 8 - 14 for each workgroup you have in the Workgroup Management System.
There are significant changes to the way your Version 3 data will be represented after upgrading to Version 5.5.4. Please review the details in the Version 3.0 - 3.6.1 Upgrade Preparation information on the ProblemTracker web site.
After ensuring that each workgroup was upgraded successfully, uninstall ProblemTracker 3 from your machine following the steps below.
1. Select Start-> Programs -> NetResults ProblemTracker 3 -> Modify-Uninstall ProblemTracker
2. When the uninstall starts, click "Next"
3. Select "Remove" option and click "Next"
4. For SQL Server Users: Select "Components only (leave databases)" option as SQL Server database(s) are upgraded "in place". If you select "Components and databases", you will delete the 5.5.4 SQL Server database(s).
  For Access Users: Select "Components and databases" option as Access database(s) are copied before being upgraded.
5. Click "Next" and complete the uninstallation
Reactivate your anti-virus software and, if you are running NT 4.0 Server, re-start IIS services.

Your system has now been upgraded to Version 5.5.4 for all workgroups.

Changes in ProblemTracker

Version 5.5.4

Enhancements

A change was made to improve the performance of the Workflow Properties page when a large number of users and states are present in a workgroup.

Fixes

In Version 5.5.3, a system error would occur when trying to add a record when the Product, State, or Assigned To value selected had a name that was 1 or 2 characters long. This has been corrected such that a record can be added without an error when the name of a Product, State, or User ID in the Assigned To list is 1 or 2 characters long.

In Version 5.5.3, a system error would occur when attempting to add a record where the Product had a name that included "^" or "\". This has been corrected such that a record can be added without an error when "^" or "\" are present in the name of a value in the Product field.

In Version 5.5.3, duplicate date fields were displayed in the Send Alerts settings when a date field was configured to be visible to more than one group on the View page. This has been corrected to eliminate the duplicate date fields.

In previous versions, the Daylight Savings Time (DST) calculation assumed the date for DST to change was 10/24/2004 instead of 10/31/2004, resulting in all date/time fields in the date range 10/24/2004 - 10/30/2004 being displayed incorrectly (off by one hour). This has been corrected so that all date/time fields in this range are displayed correctly.

In previous versions, Afghanistan Standard Time was listed with the offset UTC+0400. This has been corrected such that Afghanistan Standard Time is now listed with the correct offset, UTC+0430.

Daylight Savings Time has been added as an option for the following time zones: UTC-0600 Mexico Standard Time (Mexico City), UTC-0400 Atlantic Standard Time (Atlantic Time (Canada)) and UTC+0400 Caucasus Standard Time (Baku, Tbilisi).

In previous versions, the Workgroup Management System (WMS) Repair Workgroup function would terminate the Copy Web Files operation if it encountered a read only file (tried to overwrite a read only file). It has been updated to repair (overwrite) read only files so that it repairs all files (whether or not they have the read only attribute set).

Version 5.5.3

Enhancements

The History function has been enhanced to include: paged query results display with an option to set the number of history entries displayed per page, a sort order option, various report layout options, and the option to include record information (fields of the referenced record) in the query results display.

A print operation has been added to the History query results page.

Changes have been made to the Add and Edit pages to improve the performance of these pages when using a large number of Fields and User Groups. Installations of ProblemTracker with more than 50 fields visible on the Add or Edit page and where the database server is on a different machine than ProblemTracker (database server is not on the web server machine) are likely to get the biggest performance improvement from this change.

Changes have been made to the Add page to improve performance of this page with a large number of option menu items in the Product, Status, and/or Assignee fields. Installations with more than 100 values for Product, Status, and/or Assignee are likely to get the biggest performance improvement from this change.

The History Comment is now displayed in the View and History query results pages with line breaks as they were originally entered (previously, line breaks were ignored for display purposes).

The Attachment Type (File or URL) is now displayed in the Attachments section of the View page.

The use of the Input Records filter in Saved Charts (Metrics) has been enhanced to better support trend analysis. Several options now apply the Input Records filter using data from Record History to filter the data based on the values of fields in the records as they were in the past (on the dates used in the trend analysis) rather than using the current values of the fields. Prior releases always applied the Input Records filter using the current values of fields in the records.

The year is now always included in exported Metrics data. Previously, the exported data matched the displayed data (some dates were abbreviated by excluding the year).

Additional information is now displayed in the status bar on many pages. For example, the message "Loading... Please wait." is now displayed on the Home page while the browser is loading and rendering (converting the data for display) the home page reports. On the Add, Edit, and Task pages the status bar displays a message while email notifications are being sent.

A PDF version of each Help manual is now included (installed) with the product to simplify the process of printing the Help manuals.

The ability to initialize task fields that are Pulldown, Release Number, and YesNo type fields has been added.

Members of the Admins user group or members of a user group with the Admin privilege enabled can now modify group Saved Charts and group Chart Layouts for any user group without having to be a member of every user group.

A new option called "Make Visible to These User Groups" has been added to the Inet Page Options. If you have enabled Record Visibility, this option allows you to specify the User Groups that should be allowed to access records which are created via the Inet Page (Submit via Web for unlicensed users). Prior to this, the record created from the Inet Page (those with "Internet User" as the Reporter) were visible to all users (other than Restricted users who can only view issues which they have reported) because the system always made such records visible to the Admins and Users groups.

A new option called "Record Visibility for Unmapped Emails" has been added to the Incoming Mail Configuration. If you have enabled Record Visibility, this option allows you to specify the User Groups that should be allowed to access records which are created from emails that are unmapped (do not have a user account associated with them). Prior to this the records created from unmapped emails (those with "Internet User" as the Reporter) were visible to all users (other than Restricted users who can only view issues which they reported) because the system always made such records visible to the Admins and Users groups.

The "Required for Add" attribute is not enforced for records added via email. This is useful with respect to the Product field because it allows you to add records via email for the default option menu item (e.g. "Unknown") while still requiring that a non-default item (e.g. "Product One", "Product Two", etc.) be selected on the Add page within ProblemTracker.

The text "Failure" or "Success" is now included in the Subject line for incoming email processing status messages to make it easier to create your email filters based on the Subject line. Previously this information was only included in the body of the status email.

IIS 6.0 (Windows Server 2003) has a default file upload size limit of 200 KB. ProblemTracker can accept file attachments up to 20 MB in size. ProblemTracker 5.5.3 now automatically sets the IIS 6.0 file upload size limit to 20 MB for ProblemTracker workgroup "applications" when upgrading (or repairing) existing workgroups or creating new workgroups.

The List Users page in the Workgroup Management System (WMS) now has buttons (icons) to view, edit, delete, or set workgroup access privileges for a user. It also includes a table with a summary of user account license information. And, a column has been added to display the Company of each user.

The ability to select all workgroups in a single operation when blocking or unblocking workgroups in the Workgroup Management System (WMS) has been added.

A State column has been added to the Home page of the Workgroup Management System (WMS). This displays whether a workgroup is active or blocked.

Fixes

In version 5.5.2, a system error would occur when running an advanced saved query with the clause "is empty" for a BigText field. This has been corrected such that the "is empty" clause can be applied to a BigText field without generating an error.

In version 5.5.2, when pushing default workflow properties to more than one product, only the properties for the first (top-most) selected product were actually updated. This has been corrected such that the properties for all selected products are updated.

In versions 5.5 - 5.5.2, browsing to URL attachments that started with file://, news:, and mailto: would fail because "http://" was automatically inserted at the beginning of a URL that did not start with http, https, or ftp. This has been changed so that "http://" is not inserted into any URL attachments.

In versions 5.5 - 5.5.2, a JavaScript error would occur when attempting to remove fields from being displayed in the Summary and Body sections of the Knowledge Base Item Page. This has been corrected such that the fields can be removed without the JavaScript error being displayed.

In versions 5.5 - 5.5.2, the label of a pulldown field was truncated at 22 characters when it was displayed as a read-only task field. This has been corrected such that the label of the pulldown field is not truncated.

In versions 5.5 - 5.5.2 when using Oracle as the database, submitting a record via an email which had an email body containing more characters than can fit in a ProblemTracker BigText field would fail. This has been corrected such that the body of the email will be truncated and the record will be successfully added to the Oracle workgroup. To get the full email contents, you can use the Save Raw Email as an Attachment option in the Incoming Mail configuration.

In previous versions, when exporting data from the Query or Metrics pages, if the name of the Saved Query or Saved Chart used a character that was not allowed in a Windows file name, Internet Explorer replaced the file name generated by ProblemTracker with one that was randomly generated and did not include the original file extension (file type). This has been corrected by replacing characters that can not be used in a Windows file name with "-" (hyphen).

In previous versions, a system error due to a timeout could occur when attempting some operations that resulted in a large number of records (at least 1000) being changed at once (e.g. deleting a user which resulted in re-assigning a large number of records, or performing Edit Results operation on more than 1000 records at once). The performance of these operations have been significantly improved so that the timeout can be avoided.

In previous versions, in some instances a system error would occur when attempting to remove a user with a personal Saved Chart displayed on the Home page from a user group. This has been corrected such that the system error does not occur when trying to remove the user from a user group.

In previous versions, when a comma was present in a pulldown option menu item that was included in a chart, incorrect data values would be displayed and a run time error would occur when exporting the chart. This has been corrected such that the charts display the correct data values and can be exported when pulldown option menus contain a comma.

In previous versions, a chart with the option "For every <User Role> in <User Group>" selected in the "Perform calculations..." section would generate a system error if Access was used as the database type and during an Edit operation an attempt was made to select a different option in the "Perform calculations..." section. This has been corrected such that the chart can be edited without generating an error.

Version 5.5.2

Enhancements

ProblemTracker now supports the use of either Sun Java (Sun JRE 1.3.1+) or Microsoft Java Virtual Machine on the web server on which ProblemTracker is installed (Sun Java was previously supported only on the client/browser machine).

The Netscape 7.1 browser is now supported.

A print button has been added to the Metrics page (to directly print the chart without any other parts of the web page).

An Add Similar operation has been added to the View page. If you click the Add Similar button on the View page, you will be brought to the Add page with all fields on the Add page filled in with the values from the record you were previously viewing. You can then modify the fields as necessary and click the Add button to create a new record that is similar to an existing one.

A "clone" (duplicate record) operation has been added to the View page and the Task operation. The clone operation will create a new record whose fields have the same values as an existing record. Unlike Add Similar, all fields will be copied (not just those set on the Add page). A link is also kept between the two records (parent and child record) so that you can maintain a relationship between the two records. For example, you can have several issues share a common workflow (parent record) up to a certain point (step where the child records were created) or you can create (child) records to represent "subtasks" of the parent record (so, for instance, you could delegate parts of a larger task to other individuals and keep track of the status of the subtasks independently). New privileges, (Task) Transition properties, Task Field properties, Query options, and Report Layout options have been added to allow you to configure when, how, and by whom cloning can be used and to generate Queries and Metrics that include/exclude cloned records. By default, this feature is disabled (no users will have the privilege to clone records) in all workgroups.

A new privilege has been added to allow those without the general Metrics privilege to still view Metrics on their Home page (this limits them to only running Metrics that have been created for their User Group(s)).

The entries in the User Sessions page can now be dynamically sorted (by User ID, Last Login Time, or License Type).

All active fields except BigText and Date type fields can now be included as variables (actual values will be substituted when the email is generated) in the email notification message properties (Subject, Greeting, Introduction, Operation Description, and Signature).

A new email notification message variable (<action user>) has been added which represents the person who performed the action that triggered the email .

The record number in the History query results page is now a clickable link (takes you to the View page for the record).

ProblemTracker now supports Windows Server 2003 (IIS 6.0).

The Block Workgroup feature in the Workgroup Management System (WMS) has been enhanced to allow you to specify a custom message to be displayed to users who attempt to access a blocked workgroup and to allow you to block and unblock multiple workgroups in a single operation.

The Edit Workgroup Access List and Edit User's Access to Workgroups features in the Workgroup Management System (WMS) have been enhanced to allow you to give a user access rights to a workgroup and make them a member of (add them to) the workgroup(s) in a single operation.

When an Administrator adds fields (Define Records admin function), the changes are visible immediately. The Admin user no longer has to logoff and then login again to see the newly added fields.

The New Assignee property of a Task Transition can now be set to the most recent assignee for any state. For example, if a bug is in the "In Development" state when a developer is working on it, gets moved to the Fixed state when a developer finishes, and will be moved to the "Returned to Development" state (rather than being moved back to "In Development") if a QA person rejects the fix, the new "Last Assignee for <State>" option can be used to automatically reassign back to the developer when the record status is changed to "Returned to Development". Previously it was only possible to reassign back to the developer if the status changed back to "In Development" (the status it had when the developer last worked on it).

When editing email notification rules, the rules which have been edited or added during the current session (but not yet saved) are highlighted with a different color background (until the changes are saved).

The "N records are assigned to you" message on the home page is no longer displayed for External users (users with the External property can not have records assigned to them, so N is always 0).

The four sorting options on the Query page are now aligned vertically rather than horizontally to allow better display of the Query page on narrow monitors.

The Default Workflow Properties can now be used to update Workflow Properties for some or all Products in a single operation.

The Default Alert Settings can now be used to update the Alert Settings for some or all Products in a single operation.

A History Comment has been added for Add, Edit, and Delete Attachment operations that includes the attachment description (so you can identify which attachment was modified by the operation).

A History Comment has been added for Add, Edit, and Delete Source Code File Association operations that includes the source code file name (so you can identify which source code file association was modified by the operation).

In the Workgroup Management System for the Users, Admin, and Move operations, the selection you made on the first page is saved so that you can easily repeat multiple similar operations (e.g. Edit User). The selection will be reset to the default when you logoff.

Text, TextArea, Url, Integer, and Float fields can now be reset to blank (or zero) as a part of the Task operation.

If an email is sent with multiple alternative versions of its content (MIME multipart/alternative is used for the email body), the Add Record via Email processor now stores alternative versions as file attachments so that you can view all versions of the email content.

A new "is empty" predicate can be used in Advanced Queries to search for Text, BigText, Url, and Date fields that are empty (no user has entered a value in the field).

Default Alert Settings for the Add operation can be configured. These will automatically be used for new products which are added to a workgroup.

Fixes

When using previous versions of ProblemTracker with Netscape 7.1, a "cookies are not enabled" error would be displayed even if cookies were enabled. This issue has been fixed.

In previous versions, when using the Add & Copy operation with dependent pulldowns present on the Add page and not all pulldowns involved in the dependency were set to be copied, it was possible to copy values to dependent pulldowns that are not consistent with the dependent relationships. This has been fixed such that child pulldown field values are not copied when a parent pulldown is set with Copy Field Value For Next Add = No.

In previous versions of 5.x, when replying to a discussion with autologin option enabled, an error would be displayed. This has been corrected so that replying to a discussion while autologin option is enabled will not generate an error.

When the label of a pulldown option menu item contained a [, ], _, or % and was selected as criteria when running a query, the incorrect results were displayed. This has been corrected such that the appropriate query results are displayed when pulldown option menu items contain the characters [, ], _, or %.

Certain character sequences of [ and ] in a query were not always treated as literals (could be interpreted as a regular expression in some cases) when using SQL Server or Access as the database. The Query page now properly treats these as literal characters so you can search for records which contain them.

The Add Record via Email processor can now process emails that do not have text as the body (e.g. an email that is only an image or audio file).

When using the Preview operation in Query, the wrong title (the title of the Saved Query that was initially previewed) was sometimes displayed. This could lead to the mistaken conclusion that the Saved Query had been run (when it actually was just previewed and the query criteria was then most likely modified prior to running the Query). Now the proper title for an "ad hoc" query is displayed (Product: <product name>).

Email notifications that were sent on record Delete contained a "Link" back to the (deleted) record. This has been changed so that the "Link" section is not included in an email notification triggered by a record delete operation.

An error could occur and no record would be added for incoming email if Alerts was enabled and the Alert Settings for a product were configured to only notify a single User Group (no individual users). If this happened, the error log would include "AlertNotify.IsGroup cannot be a zero-length string". This has been fixed so that the record is properly added for the product when an incoming email is processed by the Add Record via Email module.

Version 5.5.1

Enhancements

There are no enhancements in Version 5.5.1, only fixes.

Fixes

In Version 5.5, attempting to set the incoming email configuration for workgroups created with template set to helpdesk or support would result in a system error. Customers with workgroups created in Version 5.5 with helpdesk or support selected as the template should upgrade to 5.5.1 and perform the additional maintenance steps specified for these workgroups in the upgrade instructions.

In Version 5.5 when installing on a new server, the installation setup program did not provide the option to select UTF-8 as the character set for the Workgroup Management System (WMS), preventing UTF-8 characters from being used in user account information. This issue did not affect installations that were upgraded to 5.5 (the WMS character set is not changed by an upgrade), it only affected new installations. This has been corrected to allow UTF-8 to be selected as the character set during installation.

In previous versions of ProblemTracker, the Workgroup Database Operations for a SQL Server or Oracle workgroup would fail if the workgroup was installed on a different virtual web site from the Workgroup Management System (WMS). This has been corrected to allow Workgroup Database Operations as expected for SQL Server or Oracle workgroups.

In previous versions of ProblemTracker, if a Saved Query was deleted it was possible that the Default Saved Query setting for some users, the Default Saved Chart setting for some users, and the Default Input Records setting of some Saved Charts could be incorrectly changed to "Default [Users]" (the default Saved Query). This was more likely if an Advanced Saved Query was deleted than if a Standard Saved Query was deleted. In both cases, what could happen was that when a Saved Query of one type (e.g. Standard) was deleted, any use of a Saved Query with the same database ID but a different type (e.g. Advanced) would be (incorrectly) changed to use "Default [Users]". Any Saved Query which uses <All Records> as its Default Input Records setting (the default) as well as any users who already use "Default [Users]" as their Default Saved Query (the default) would not be affected by this. This has been corrected. The only settings that are updated (changed to "Default [Users]") on Saved Query delete are those that use the Saved Query being deleted.

In Version 5.5, a system error would result when a 2nd "Add & Copy" operation was attempted after using Add & Copy operation to add a record with Attachments added, an Alert set, and/or a Discussion started. This has been corrected such that the subsequent Add & Copy will be completed successfully.

In Version 5.5 when the Product field was not visible on the Add page and the Alerts feature was enabled, an error would result on the Add page. This has been corrected such that no error will be generated on the Add page when Product is not visible and Alerts are enabled for the workgroup.

In Version 5.5, users with Admin privilege were not able to select their personal Report Layouts when using Preview on a group Saved Query. This has been corrected, such that users with Admin privilege can always use their personal Report Layouts with any Saved Query in Preview mode.

Version 5.5

Enhancements

Home Page
- Saved Charts (Metrics) can now be displayed as Home Page reports (by users with the Metrics privilege). The Home Page Saved Chart reports can also be printed and exported (as CSV files) directly from the Home Page.
- A third report can now be displayed on the Home Page.
- Paging has been added to Home Page text reports (Saved Queries).
- Home Page reports (both Saved Queries & Saved Charts) can be dynamically selected without leaving the Home Page. For each of the (up to) three reports on the Home Page, a pulldown is now displayed with a list of available reports. By simply selecting a new report from the pulldown, it will automatically be run & displayed on the Home Page in place of the previously selected report.
- For more information about the Home Page, please review the Logging In section of the User Guide.
Personal Preferences
- Users can now select the characters to be used as the field (value) separator and row (record) separator when exporting data from the Query, Home, or Metrics sections to a CSV (comma separated values) file. This can be useful when exporting data to MacOS or Unix (where the row separator may need to be a single CR or LF rather than the Windows CR+LF) or when exporting data in a country that uses a comma in floating point numbers (in which case semicolon may need to be used as the field separator rather than comma). Users can also select a file extension of .csv, a file extension of .txt, or no file extension at all.
- Users can decide whether or not to view the new Field Help on the Add, Edit, and Task pages.
- User can specify the size for Saved Charts on their Home Page.
- The link to personal preferences has been shortened to just the word Preferences to make room for the new user account info update from the Home Page (see User Account Management enhancements below).
- For more information about Personal Preferences, please review the Logging In section of the User Guide.
User Account Management
- Users can create their own user accounts using the Self Registration feature. Self Registration can be enabled in the General Preferences section of the Admin page. For more detail, please review the Self Registration section of the Administration Guide.
- Users with the appropriate privilege enabled can edit their own user account information such as email address, phone number, and street address. Members of user groups with this privilege enabled will have a link called Account Info displayed in the upper right corner of the Home Page. For more information on the Account Info option from the Home Page, please review the Logging In section of the User Guide.
- An option to allow workgroup Administrators to edit user account (profile) information has been added to the Workgroup Management System. When enabled, the workgroup Administrator can update a user's account information from within the User Administration section of the workgroup. There is no need for the "global" administrator (ptadmin) to login to the Workgroup Management System to make such changes. For more information, please review the Administration Options section in the License Administration part of the Workgroup Management Guide.
- In previous versions of ProblemTracker, the user type Customer was available to denote external partners, vendors or customers. This user type is now called External user type in all areas of ProblemTracker. For more information, please review the Adding a User section of the Workgroup Management Guide.

Add
- "AutoFill" is a feature that has been added to allow information about the Reporter's machine, such as operating system, browser type and version, and IP address, to be automatically filled in for fields on the Add and / or Inet pages. For more information about AutoFill, please review the Customizing the Data Record section of the Administration Guide.
- The states available for selection on the Add page can now be restricted on a per-product basis using the Allowed Add States option in the Workflow Properties section of Define Workflow. Please review the Workflow Properties section of the Administration Guide for further details.
- The option to include or exclude State Manager in the list of available users in the Assigned To field on the Add and / or Inet pages can be set in the General Preferences section using the preference Include 'State Manager' on the Assignee List on Add operation.
- Product, Integer, and Floating type fields can now be set to require a selection to be made or a value to be entered on the Add page (they can be Required fields). See the Customizing the Data Record section of the Administration Guide for additional information.
- Field Help can now be configured for each individual field in ProblemTracker. The field help will be displayed to users (as "tool tip" text) when moving the cursor over the field help icon (a yellow question mark) next to each field label. This field help is visible in the Add, Edit & Task pages. Advanced users who no longer wish to view field help can set a personal preference to exclude the display of the field help icons. More information about this feature can be found in the Customizing the Data Record section of the Administration Guide.

Query
- Divider entries have been added to the Saved Queries pulldown to clearly separate Standard Saved Queries from Advanced Saved Queries.
- When a Saved Query is selected (in the Saved Queries bar), the pulldown in the Report Layouts bar (just below the Saved Queries bar) automatically changes to the Report Layout which is associated with the (newly selected) Saved Query. This allows you to quickly find and Edit the Report Layout for a particular Saved Query.
- The Report Layout selection for an ad hoc query (one specified on the Query page itself) has been moved to the top of the Query for Records dialog for easy access. The Report Layout property of a Standard Saved Query has also been moved to the top of page for the Add & Edit (standard) Saved Query operations.
- When a Saved Query is run, the name of the Saved Query is displayed at the top of the Query results page.
- Printing can be done directly from the Query results page (no need to perform a Print Preview/Format for Printing first).
- A second set of paging options has been added at the bottom of the Query results page.
- Record Visibility for a group of records can now be changed using the Edit Results operation from the Query results page.
- Workgroup Administrators are now allowed to create Saved Queries and Report Layouts for any user group without having to be a member of the user group.
Task
- In versions 4.0 - 5.0.2, the General Preference option Restrict Task Operation to Current Assignee was available to restrict the users allowed to task records. However, it applied to all users or none at all. This option has been changed to a user group privilege called Task Assigned Records so that you can extend this privilege only to members of select user groups. Members of user groups with this privilege enabled may perform the Task operation on any records to which he or she is assigned.
- The user group privilege Task Records in State(s) has been added to you to restrict use of the Task operation to records in certain states by user group. Members of user groups with this privilege are only allowed to perform the Task operation on records with the Status field set to be the state(s) selected for this privilege. For example, the Development user group could be given the Task privilege, but only for records in the In Development state.
- The user group privilege Task All Records has been added to allow members of user groups with this privilege enabled to perform the Task operation on any record in ProblemTracker irrespective of the current Assignee and current State of the record. For further information on the new Task related User Group privileges, please review the Privileges section in the Administration Guide.
- When creating or editing a workflow transition, the New Assignee can be set to the value LoginUser, which will assign the record to the user performing the Task operation. This option is useful in situations where records are assigned to TBD or another user meant as a placeholder and the user needs to assign a record to his or her self. For further information on this and other Transition properties, please review the Workflow Transitions section of the Administration Guide.
Edit
- The Edit Attachments, Edit Source Code List, and Edit Alert buttons have been replaced with icons that have more complete descriptions of each operation as tool tip text (help text that pops up when the mouse is moved over the icon). These same icons are used on the View page when displaying lists of Attachments, Source Code File Associations, and Alert Settings.
- The OK button on the Edit page has been renamed to Update Fields (OK) to more clearly describe what is done when that button is clicked (the fields in the record are updated with the values displayed on the Edit page). Only the button label has been changed, the operation that is performed when the button is clicked remains the same.
Discussion
- The Discussion feature allows a user to reply with the original thread or message content included in the new reply. This can be done by using the Reply with Original icon available in the Discussion section.
Metrics
- The data generated for a Saved Chart in the Metrics section can now be exported as a CSV (comma separated values) file for use in third party tools such as Excel, Crystal Reports, etc. In Excel, you can create a graph from the data by simply selecting the data cells (and, optionally, the label cells just above and/or to the left of the data cells) and clicking on the Excel Chart Wizard icon (or selecting Insert->Chart...). After selecting Chart Type in the first page of the Excel chart wizard, you can click Finish to generate a Chart or click Next to step through the wizard and customize your Excel chart. You can then save the chart in Excel or cut & paste it into other documents.
- Saved Charts can limit calculations to only those states in a particular State Group and/or only those users in a particular User Group. For example, this can be used to limit a workload chart to only users in the QA group or a project status chart to only active states (e.g. exclude Closed issues).
- The option to exclude option menu items with zero values has been added to the "Perform calculations for..." section of the Saved Chart parameters.
- For information on the Metrics feature, please review the Metrics section of the User Guide.
Email Notification Enhancements
- Two new sections have been added to emails which are sent based on the email notification rules: Introduction and Signature. These can be used to provide general information about ProblemTracker, your product, links to an FAQ, etc. in the beginning and at the end of each email notification. The Introduction and Signature sections are configurable per product. Additionally, the Greeting (e.g. "Hello User,") is now configurable per product.
- The content of the Subject and Operation Description sections of an email can now be customized for each individual email notification rule.
- Inclusion (or exclusion) of email notification content can be done by User Group. For each User Group, you can select whether or not to include the Greeting, Introduction, Operation Description, Link, History Comment, Fields, and Signature.
- In previous versions, the option whether to include a hyperlink in the email notification messages was set globally (for all products and users) in the Email Configuration section. This has been changed to be a user group privilege called "Link" in the Email privileges so that you can include or exclude this email content based on user group. Please review the Privileges section of the Administration Guide for more information.
- In previous versions, if a TextArea/BigText field was empty, an email that contained the field still included two lines of hyphens (with no text in between). Now, the two lines are only included if there is some text in the TextArea/BigText field.
- The default email preferences can now be pushed to all products in a single operation. If you use the same email rules for all products, you can use this feature to easily update the rules for all products with a single operation rather than updating each product's email rules individually.
- When constructing the URL Link to the login page in email notification messages, the workgroup's host name and IP settings as configured in the Workgroup Management System (WMS) will be applied. A new option to account for workgroups where SSL is enabled has also been added to the workgroup settings in WMS (the URL Link to the login page for such workgroups will now begin with https: instead of http:).
- Additional SMTP (email) authentication methods have been added to ProblemTracker to allow stronger authentication at your mail server when ProblemTracker sends email notifications.
- The From and Reply-To Email Account fields in the Outgoing Email Configuration have been changed to allow descriptive names or other information in addition to an email address to be entered (e.g. "NetResults Technical Support" <pt_support@n2r6.com> can be used as the From & Reply-To rather than just pt_support@n2r6.com). Note: Mail servers and readers have very specific format requirements for these fields. You must use a double quote around the descriptive text and less than and greater than characters around the actual email address as in the above example. Otherwise, the email may not be sent or received properly.
- The Send Email utility in a workgroup's Administration section now has the ability to send an email message to any user group in the workgroup (in addition to sending to individual users). You may wish to use this to notify some or all users of an upcoming scheduled maintenance operation, for instance.
- For further information on Email configuration, please review the Email Configuration section of the Administration Guide.
General Preferences
- The ability to start the automatic numbering of records from a number other than 0 (zero) has been added in the General Preferences section. The starting number can only be changed in workgroups that do not have existing records.
- The Inet Page (add operation for anonymous users) can now be enabled / disabled via the General Preferences section. If you are not using the Inet Page, it is recommended that you disable the Inet Page.
- For additional details on these and other General Preference settings, please review the General Preferences section of the Administration Guide.
Workgroup Management System
- Three new workgroup templates have been added: Support, Help Desk, and Knowledge Base. These provide an initial ProblemTracker configuration, complete with record definition, pulldown menu values, workflow, email notifications, and sample users, for use as a Support Portal, Help Desk Operation, or Knowledge Base. Note: Use of the Knowledge Base template requires the purchase of the Knowledge Base Add-on (see below).
- The workgroup repair operation in WMS now has the option to repair individual aspects of the workgroup: Web Files, File Permissions, and IIS Application Settings. Please review the Repair Workgroups section of the Workgroup Management Guide for more information.
- The Workgroup Management System Repair operation (available from the Repair-Uninstall ProblemTracker Program Folder entry) now optionally repairs the IIS Application Settings and File System Permissions for the Workgroup Management System in addition to replacing any missing or outdated files. If you first run the full Workgroup Management System Repair operation, then login to WMS and perform a workgroup repair operation on each workgroup, you will restore the full IIS configuration and file system permission for your ProblemTracker installation. This can be useful if another program (or Windows Update operation) overwrites the IIS configuration or file system permissions for your ProblemTracker installation.
Add-ons
- You can now use ProblemTracker to create a Knowledge Base of articles about known issues, frequently asked questions, tech notes, etc. These Knowledge Base articles may be searched and read by your users via a customizable web interface which includes search parameters that you have configured. The Knowledge Base can either be created as its own standalone workgroup or you can enable the Knowledge Base feature in an existing workgroup to automatically create a Knowledge Base from your existing data. For all Knowledge Base articles, you can configure exactly which information is visible to end users and which is only visible internally (such as internal notes, review comments, etc.). You can also configure which records in your workgroup are visible as Knowledge Base articles (thus allowing you to store draft and/or obsolete Knowledge Base articles in the same workgroup). The full set of ProblemTracker workflow features can be used with the Knowledge Base so that that your process of creating, reviewing, and updating Knowledge Base articles can be automated and enforced by ProblemTracker. The Knowledge Base add-on is an optional, separately purchased feature. It requires a separate license key to enable it. Details of this new feature are available in the Knowledge Base section of the Administration Guide.
- The Add Record via Email add-on allows users to submit issues (add new records) to ProblemTracker by sending an email. You may wish to use this if ProblemTracker is installed on an internal web server which cannot be browsed to by external users (a web server behind your corporate firewall). Users who are out of the office (outside the firewall) can still submit new issues by sending email to a standard POP3 or IMAP email account on your corporate mail server. ProblemTracker can then read the email by connecting to your corporate mail server and Add a new record with the email content (including, optionally, any email attachments). The Add Record via Email add-on is an optional, separately purchased feature. It requires a separate license key to enable it. For more detail, please review the Add Records via Email section of the Administration Guide.
- The ProblemTracker Application Programming Interface (API) allows you to add records to ProblemTracker from an external application. For example, you can use this feature to create a gateway between a legacy system and your ProblemTracker installation. To use the ProblemTracker API you will need to purchase the ProblemTracker Software Development Kit (SDK) and install it on the computer with the external application. Use of the API (SDK) requires a separate license key.

Fixes

In previous 5.x versions, when the Save Group Queries privilege was denied to particular user groups, the members of these user groups still were able to save group queries. This has been corrected to disable the ability to save group queries when this privilege is not granted to a user group.
In previous versions, when the Product field was configured to be dependent on another field and was visible on the Add page, the Status field was not properly updated to select the default state based on the value of the Product field. This has been corrected such that the value of the Status field corresponds to the default state of the Product selected irrespective of the Product field's dependency on another field.
In previous 5.x versions, when the Add & Copy operation was used to copy a pulldown field that is dependent on another pulldown and the copied pulldown field has the field property "Copy Value for Next Add" set to "No", an invalid value could be saved for the field. This has been corrected such that the correct default value is used for the copied pulldown field.
In previous 5.x versions, when a value larger than 2147483647 was entered into an Integer field, a system error was displayed. This has been changed such that the user will be prompted to select a value that is lower than the 2147483647 limit for the Integer field.
In previous 5.x versions, removing the Help privilege from a user group still allowed members of that group to access the context sensitive help links (the small help icon in the right corner below the status field). This has been corrected to remove the context sensitive help links (icon) when a user group does not have the Help privilege.
In previous versions of 5.x, the IIS virtual directory "ptcgi4" was created even though it is no longer used. This has been corrected so that this virtual directory is no longer created by ProblemTracker.
In previous versions of 5.x, when certain forms of Advanced Saved Query were associated with a Saved Chart that displayed historical data (statistics for previous dates), a script timeout could occur when running the Saved Chart if Access was the database (this did not occur with Oracle or SQL Server as the database). This has been corrected.
In previous versions, if the Reporter for a record was deleted any subsequent emails with the Reporter field would leave the Reporter field blank. The Reporter is now included in email notifications, even if the user account for the Reporter has been deleted.
In previous versions, if more than 36 characters were entered as the Label property for a RelNum type field, a system error was displayed. Now, the full 40 characters may be used in a RelNum field Label (the same number of characters allowed for other field types).

Version 5.0.2

Enhancements

ProblemTracker has been changed to prevent active use of a workgroup until it has been upgraded to the latest version installed (the version listed in the upper right corner of the Workgroup Management System Home Page). When users attempt to login to a workgroup that has not been upgraded, an error message will be displayed to mention that the workgroup needs to be upgraded.
A means of logging out users from individual workgroups has been added to the Workgroup Management System (WMS). This feature can be found on the Block / Unblock Workgroups section of WMS. This change is documented in the Blocking / Unblocking Workgroups section of the WMS Help Guide.

Fixes

In Versions 5.0 and 5.0.1, the maximum number of concurrent sessions was reached in some situations where users were not logged in
because expired user sessions were not being removed from the database. This issue has been corrected such that the expired sessions are removed as expected.
In Versions 4.1 - 5.0.1, the results of an Advanced Saved Query would not be displayed properly if the Query Phrase used multiple clauses to select multiple values for one Pulldown field (these were cases in which a single clause could be interchanged with the multiple clauses to generate the same results). This issue has been corrected to display the query results correctly for all cases.
In Versions 4.1 - 5.0.1, option menu items were not displayed correctly per the order value specified when the pulldown field was configured in a dependent relationship with another pulldown. This has been corrected such that the option menu items are displayed correctly according to the value of the item's order field.
In Versions 5.0 and 5.0.1, when a Text, BigText, or URL type field on the Add page contained the double quotes symbol and the Add & Copy button was clicked to save a record, the text following the double quotes was truncated. This has been fixed such that all of the text is saved in the record when double quotes are present.

Version 5.0.1

Enhancements

In ProblemTracker Enterprise Edition, an option called "before" has been added as a means of setting an alert for a relative date / time. For example, this option can be used to configure an alert to be sent 5 days before the value of a date field in the record.
In ProblemTracker Enterprise Edition, when new messages have been posted to a discussion thread, there are icons in the thread list and message list to indicate where the new messages are located. In addition, the Status "UPDATED" appears in a thread's entry on the view page to reflect new messages.
In ProblemTracker Enterprise Edition, a field called "Discussion Subscription" has been added to the Query page to allow a user to include or exclude in the query criteria those records that contain a discussion thread(s) to which the user is subscribed.
In ProblemTracker Enterprise Edition, the discussion threads for a particular record are now displayed on the View page.
In Version 5.0, in order to change the chart layout, input records, or chart title of a saved chart, the "Edit" operation would have to be used. The chart layout, input records, or chart title of a saved chart can now be changed directly from the Metrics main page by using the Save button.
The ability to export the results of a History query to a *.CSV (comma separated values) file has been added.
A hypertext link to view the appropriate problem record and the name of the workgroup where the record is located are now included in the email notification messages sent by ProblemTracker.
When the option "Prompt with User Group" is configured as the New Assignee in a transition and the current assignee is a member of the User Group selected, the current assignee will be displayed as the default selection for the Assigned To field during the Task Operation. For all other cases, the members of the user group will be displayed in alphabetical order. Similarly, when the option "Prompt with State
Group" is configured as the New State in a transition and the current state is a member of the state group selected, the current state will be displayed as the default selection for the Status field during the Task operation.
The ability to select multiple users to be added to the User Administration section of the workgroup has been implemented.
Icons have been added to the workgroup Home Page to allow a user to print the entire Home Page or choose to print one of the reports displayed.
ProblemTracker now supports the Netscape 7.0 browser.
A new option to resolve a user conflict by renaming a user id has been added for use while upgrading users from Version 3 or 4 to Version 5. Renaming a user id will result in the creation of a new user account to resolve the user conflict.
When selecting "All Records" as the "Input Records" when generating a chart in the Metrics section of Version 5.0, soft deleted records were included in the chart data. This has been changed such that soft deleted records will not be included in the chart data when "All Records" is chosen as the "Input Records" for a chart. To include soft deleted records in a Metric calculation, create a Saved Query which
uses '*' or 'Yes' as the value for Deleted and use that Saved Query as the value for Input Records.

Fixes

In Version 5.0, when a user was deleted from a workgroup then renamed in the Workgroup Management System, then restored in a workgroup, a system error would occur for this user upon login. The maintenance button "Fix Restored Users" has been added to correct this issue in upgraded installations. In addition, a change has been made to the restore operation such that this issue will not occur when restoring a user under the conditions mentioned above.
When upgrading from a previous version of ProblemTracker to Version 5.0 with a user group that contained a single quote in its name, a system error would occur. This has been corrected to allow a user group name with a single quote to be upgraded successfully.
In Version 5.0, deleting all group saved report layouts would remove a user's ability to access to the Query page if the user did not have any personal report layouts defined. This has been corrected so that the saved group report layout "Default [Users]" will be displayed as the only option instead of generating an error.
In ProblemTracker 4.x and newer when creating a standard saved query while an advanced saved query was selected as the default, a system error would occur. This has been fixed to allow a standard saved query to be added when an advanced saved query is configured as the default.
In previous versions of ProblemTracker, attempting to delete all states in the Define Workflow section would result in a system error. This has been corrected to prompt the user that at least one state is required in the Define Workflow section.
When configuring a dependent relationship between a parent pulldown menu and 2 child pulldowns in Versions 4.1 or newer, setting the default option menu item for one child pulldown removed the default option menu item from the other child pulldown. This has been corrected such that setting the default item for one child pulldown does not affect the default item of another child pulldown.
When upgrading from an earlier version to 5.0, some ISO-8859-1 characters were being incorrectly detected as UTF-8 characters in the user profile information, preventing such users from being added to non-UTF-8 workgroups. This has been fixed to allow the characters to
be correctly categorized during the upgrade process.
In Enterprise Edition Version 5.0, a system error may occur when replying to a discussion message in a workgroup with more than 9 discussion messages. This has been fixed to allow a reply to occur successfully in a workgroup with more than 9 messages.
In Versions 4.0 or newer when renaming the field labels for "Assigned To" or "Status", the new label was not being displayed during the Task operation. This has been corrected such that the actual label of the field will be shown during the Task operation.
In previous versions when the labels for the fields "Status", "Product", and "Assignee" are renamed, the new labels are not displayed in the Record History section of each record. This has been fixed to display the actual label of the field in the Record History.
In previous versions of ProblemTracker, use of a single quote in the History Comment field while using the Edit Results operation would cause a system error to occur and would abort the attempted changes. This has been corrected to allow use of a single quote in this situation.
In Enterprise Edition Version 5.0, a system error would occur when a user with a single quote present in the user's id, first or last name was invited to participate in a discussion. This has been fixed to allow such a user to be invited to a discussion without an error.
In Enterprise Edition Version 5.0, the first record added via the Customer Bug Page for each product would not have the default alert settings set as expected. This has been corrected so that the default alert settings are set for the first record submitted via the Customer Bug Page for each product.
In Enterprise Edition Version 5.0, if a workgroup was installed on a web site using a non-standard port number, the URL provided in a Discussion email message would not include the port number, resulting in a "page not found" error when browsing to the discussion. This has been corrected to include the port number when appropriate.
In Enterprise Edition Version 5.0, the subscription list of a thread was not deleted when a thread was deleted, causing the subscription information from an obsolete thread to be used in a newer thread. This has been corrected to delete the subscription list when a thread is deleted.
In Enterprise Edition Version 5.0, when clicking on the OK button on the thread list of a record, personal subscriptions would be added for threads that already had the subscription box checked (because a user group in which the user was a member was subscribed). This has been fixed such that personal subscriptions would only be added if the box was not checked before viewing the thread list.
When using a Netscape 4.x browser with Version 5.0, a system error would occur when adding a record even though the new record would still be saved. This has been fixed such that the error does not occur when adding a record with a Netscape 4.x browser.
When upgrading a SQL Server workgroup from Version 3.0.6 to Version 4.x, a system error would occur. This has been corrected to allow a Version 3.0.6 SQL Server workgroup to be successfully upgraded to the latest version.
When using a URL field in Versions 4.0 and newer, a link was not displayed in the query results when this field was included as column in the report layout. This has been fixed to display the link.
When using a Netscape Navigator 4.73 browser with Version 5.0, a Javascript error would occur when attempting to edit a user. This has been fixed to allow a user to be edited without an error with this browser.

Version 5.0

Enhancements

A new product has been added: ProblemTracker Enterprise Edition 5.0. It has all of the features of the ProblemTracker 5.0 product, plus the Alerts and Discussion features described below.
"Alerts" allows users to set email notification messages to be sent at a future date and time for each record in ProblemTracker. Alerts can be used as reminders for users and groups about a record. Alerts can also be used for escalation purposes to notify a user(s) or group(s) when the status of a record has not changed. Alerts is only available in ProblemTracker Enterprise Edition (an additional license key is required for the use of Alerts). For details, please review the Alerts section of the User Help Guide.
The "Discussion" feature allows users to begin a multiple discussions for each record in ProblemTracker. Discussion allows users and groups to discuss topics related to a record in parallel to the record's progress through the workflow. Discussion is only available in ProblemTracker Enterprise Edition (an additional license key is required for the use of Discussion). For details, please review the Discussion section of the User Help Guide.
"Metrics" has been added to allow an expanded charts and graphs functionality. Metrics allows users to create saved charts and graphs for personal use and for groups. The options have been augmented to include the ability to generate charts based on a saved query to limit the data set, additional date range options greater flexibility in the formatting of each chart, support of multinational character sets, and a collection of sample charts is included in newly created workgroups. For more information, please review the Metrics section of the User Help Guide.
User accounts are now created and maintained in the License Administration section of the Workgroup Management System. The License Administration section is a central interface where users from all workgroups can be administered to update user profile information and set each user's access rights to individual workgroups. Only the user's group membership and privileges are maintained within each individual workgroup. For more information, please review the License Administration section of the WMS Help Guide.
The ability to configure Read Only Task Fields has been added. This allows a user to be prompted with a field during the Task operation, but the contents of the field cannot be modified. This is useful in cases where a field should be displayed for reference purposes. Date fields can be set up to be read only and initialized, allowing a date field to be set automatically by the task operation, but not altered manually by the user.
An operation called "Add & Copy" has been added on the Add Page. Clicking on the "Add & Copy" button after entering a new record will save the new record and also save the values entered in the fields of the Add page so they can be used to enter a second record with similar values. This feature can be used to enter multiple records with some similar information to be routed to different departments or applied to multiple products, projects, or versions as separate records. Each field can be configured to be "Copied on Next Add" in the Define Record section of the Administration page in a workgroup.
The function of the "Add" button has changed. After entering the information in the fields on the Add form, clicking on the "Add" button will save the new record, but the values entered for the fields will not be saved on the Add page to be used when adding a second record with similar information. The fields on the Add page will be re-set to their default values (or blank for text fields). If you wish to have the contents of the fields saved on the Add form for the next "Add", use the "Add & Copy" operation described above.
The query results displayed on the Query or Home pages can now be exported to a CSV (comma separated values) text file. This can be done by clicking on the "Export" icon present on the Home and Query results pages.
When the "Assigned To" and "Reported By" fields are included in the report layouts on the View, Query or Home pages, the user name can be displayed as a clickable link. Clicking on the link will display the user's profile information (such as phone number, email address, etc.) in a separate window. To use this feature, a user group must have the privilege "View User Information" enabled in the User Group Privileges section within the workgroup.
Users can customize the number of lines to be displayed for large text fields on the Add, Edit, Task, and View pages. The default for this preference is 5 lines. A user can customize this setting in the "Multi Line Field Settings" field in the Personal Preferences page.
A print icon is now present in the View, Query, and Home pages to print the contents of the frame (where the record information or report is displayed).
The Annotate function has been changed to place the Annotation on a new line at the end of the existing information in the field. In addition, the cursor will be placed on the next new line following the annotation.
In previous versions, the Default Personal Preferences for New Users were located in the General Preferences section of a workgroup's Administration page. This has been moved to a separate section called "User Preferences", which is also located in the Administration page.
The size of the History Comment field has been increased from 255 to 2000 characters.
The Maximum Records displayed on the Query and Home Pages has been increased from 60 to 100 records. This setting can be customized in a user's Personal Preference page.
When the Attachment Description is included in a report on the Query and Home pages, the text in the attachment's description is now displayed as a clickable link.
An expand button has been added for large text fields in the View page. If you are using the View function to read information from a record and someone has entered a lot of information in a single field, you can fully expand the field with a single button click (then collapse it back to the default size (e.g. 5 lines scrollable) later with another click).
Context-sensitive Help links have been added. Most pages now have a context-sensitive Help link to jump directly into the appropriate section of the Help for the page you are viewing (operation you are performing).
The following Help Sections have had significant changes or new information added. New Help Sections are designated by (*):
Installation Guide:
- Setup: System Requirements
- Setup: Entering License Information
- Setup: Web Server Security Setup: Overview

User's Guide:
- Operations: Logging In
- Operations: Adding Records
- Operations: Viewing Records
- Operations: Marking a Task Complete
- Operations: Editing Records
- Operations: Query Operations: Querying Records
- Operations: Alerts (*)
- Operations: Discussion (*)
- Operations: Metrics (*)
- Operations: Sample Saved Charts (*)
- Operations: Printing Records

Administration Guide:
- General Preferences (*)
- User Preferences (*)
- User Administration: Users
- User Administration: Privileges
- Customizing the Data Record
- Customizing Workflow: Overview
- Customizing Workflow: Workflow States (*)
- Customizing Workflow: Workflow Transitions (*)
- Customizing Workflow: Workflow Properties (*)
- Alerts (*)
- Discussion (*)
- Email Administration: Email Notification Message Types (*)

Workgroup Management System Guide:
- Administration Options: Upgrading Version 3.x Workgroups
- Administration Options: Upgrading Version 4.x Workgroups
- Administration Options: License Administration: Overview (*)
- Administration Options: License Administration: Adding a User (*)
- Administration Options: License Administration: Editing a User (*)
- Administration Options: License Administration: Deleting a User (*)
- Administration Options: License Administration: Editing a User's Access to Workgroups (*)
- Administration Options: License Administration: Editing a Workgroup's List of Users (*)
- Administration Options: License Administration: List Users (*)
- Administration Options: License Administration: License Summary (*)
- Administration Options: License Administration: Synchronizing a User (*)
- Appendix B: Database Administration

Fixes

In previous versions, the calculation in the Summary page for "average time from state 1 to state 2" was incorrect when a record looped between the states multiple times. This has been corrected as part of the "Metrics" feature to allow users to specify whether looping transitions should be considered in the calculation.
In previous versions, the Maximum Field Size in a report layout was not being calculated correctly when certain characters were included in a field resulting in a smaller amount of characters that could be displayed. This has been corrected so that the correct number of characters is displayed in a report layout.
In Netscape 6.2, the tool tip text information was not being displayed for the icons on the Home and Query pages. This has been corrected to allow the tool tip text to be displayed in Netscape 6.2.
In previous versions, the position of the OK and Cancel buttons were inconsistent. This has been corrected to maintain the position of these buttons on the various pages of ProblemTracker.

Version 4.1.1 and older

For a complete list of features for Version 4.1.1 and older versions of ProblemTracker, please visit the ProblemTracker Version 4.1 Features Page.

Support Resources

Support information is available in the ProblemTracker Online Help Guides. Click on the Help icon after logging into ProblemTracker. Or, from the machine on which ProblemTracker is installed, select

Start > Programs > NetResults ProblemTracker > Help Library

Then scroll down to the Support section near the bottom of the table of contents. Support is also available on the ProblemTracker web site. Browse to http://www.problemtracker.com, then hover your mouse over the Support menu (on top of web page), then click on the appropriate link in the Support menu.

And, if you are evaluating the product or have a current support agreement with NetResults, support is available via e-mail on business days (Monday through Friday, excluding holidays) from 5am to 5pm Pacific. Additional support options (e.g. phone support, extended hours) may be purchased (send e-mail to sales@n2r6.com or browse our web site in the ProblemTracker product info section for information on additional support options). Support email should be sent to the following address:

( pt_support@NetResultsCorp.com )

When reporting a bug, please include any information displayed on the screen regarding the problem. In many cases if you get a generic database error message, you can scroll further down on the page to find more detailed error information. Please provide the required information listed at the following page to help us assist you as quickly as possible: http://www.problemtracker.com/pt_support.html.

You can also review the Online ProblemTracker Help at our web site at: http://www.problemtracker.com/pt_onlinehelp.html.

If you have feedback or questions about this release, please contact NetResults Technical Support for assistance.

NetResults ProblemTracker © 1997-2005 NetResults Corporation. All Rights Reserved.
NetResults is a registered trademark of NetResults Corporation.
ProblemTracker is a trademark of NetResults Corporation.

Ver 5.5.4
02/14/2005