Before attempting to upgrade a workgroup from a version in the 3.x series to the latest version, it is strongly recommended that you make a backup of your database and attachments. It is also recommended that you test the latest version with a copy of your Version 3 workgroup data and examine the changes before you uninstall your Version 3 installation.

In addition, if you have manually applied any custom security to your Version 3 workgroups (such as file system permissions or IIS application settings), you will need to re-apply these changes to this workgroup after it is upgraded to the latest version. A Web Server Security Overview can be found in the Installation Help Guide.

It is recommended that you enter the relevant license keys prior to upgrading your workgroups. If the users in the workgroup you are upgrading are of a license type that does not correspond to your license keys, your users may be blocked from accessing ProblemTracker until you update the license types or enter the license key(s) so the user information corresponds with information entered into the License Manager. For example, if you are upgrading a workgroup that contains users with license type set to "Floating", but you do not have a "Floating" license key entered for the latest version, your users will not be able to login to ProblemTracker until you enter your Floating License Key into the License Manager. For information on changing the license type of a user, please use the Edit a User operation after you have successfully upgraded the workgroup. For information on entering your license key information, review the Alias feature.

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 message confirming that the workgroup files have been successfully upgraded will be displayed. The next step is to upgrade the database, click on the Continue button to upgrade the database to the latest version.

On the next page, your workgroup information will be displayed. In addition, you will be prompted to select additional time zone settings for this workgroup. These time zone settings can be different from the time zone you selected for the ProblemTracker server machine during the installation process. For a list of available time zones in your operating system, please refer to one of the following sections:
Windows 2003 / XP / 2000 Time Zones
Windows NT 4.0 Time Zones

A time zone and whether to adjust for daylight saving time must be specified for the following areas of the workgroup:

• General Preferences Data
  The time zone selected here will be the default time zone for users in this workgroup. Users can change this setting at a later time using the Personal Preferences page. This setting will also determine the time zone setting listed in the email notification messages generated from this workgroup.
• Existing Records and Saved Queries Data
  The time zone selected here will be the time zone applied to any records and saved queries that currently exist in the workgroup.
• Existing History Data
  The time zone selected here will be the time zone applied to any history data that currently exists in the workgroup.

For the workgroup time zone settings listed above, if you have selected a time zone where daylight saving time is observed, it is recommended that you check the box to adjust for daylight saving time.

Once the time zone settings have been specified, click on the Upgrade Data button and click OK to proceed with upgrading the database. A confirmation message will be displayed when the database has been successfully upgraded. You will be prompted to upgrade your users. In the latest version, users for all workgroups are added and maintained in the License Administration section. When upgrading a workgroup from Version 3.x to the latest version, each user must be upgraded so that the user account can be maintained using the License Administration section. Click on the Upgrade Users button to proceed.

If there are conflicts present in your user accounts, you will be prompted to resolve these conflicts before you can proceed with upgrading your users. A user conflict can occur if you have a user id present in multiple workgroups with different profile information. For example, if you have a user account called dev_mgr which is present in 2 workgroups, but this user account has a different Name and Email Address in each workgroup (as shown in the image below). You will need to choose which information will be associated with this user for both workgroups.

After clicking on the Upgrade Users button, if there any user conflicts, a page similar to the image below will be displayed.

Users with "Yes" displayed in the User Details Conflict? column need to be resolved before you can continue with the upgrade. Click on the Resolve button in the Action column for each user id to resolve the conflict.

On the next page, details of the user conflict will be displayed. The first column Existing User Details shows the user profile information already present for this user account in the License Administration section (this information could be present if you already upgraded another workgroup that contained a user account with the same user id). The second column Workgroup User Details contains the user profile information for this user id present in the workgroup you are attempting to upgrade.

To resolve the user conflict:

• 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.

  OR

• 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.

  OR

• 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 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, modify the profile information in the Resolved User Details column, then click Update to save your changes.

Once all users have "No" listed in the "User Details Conflict?" column and there are no longer any "Resolve" buttons in the "Action" column (as shown in the image below), you can proceed with the upgrade process by clicking on the Upgrade Users button. A confirmation will be displayed when the user upgrade process is complete.

Click on the Home icon to return to the Workgroup Management System Home Page. Your upgraded workgroup will now be displayed on the list of workgroups on the Home Page. To login to your upgraded workgroup, click on the key icon to the left of the name of your upgraded workgroup. A separate window will be launched with the workgroup's login page.

Editing a User Profile during the Upgrade Users operation

When the Edit button is present in the Action column during the process of upgrading users, you can click on the Edit button to make changes to a user's profile. The Edit button will not be displayed for any users which did not have a user conflict. You can only edit users without conflicts after the "Upgrade Users" operation is complete by using the Edit User option in the License Administration section. After clicking on the Edit button in the "Action" column of a user, you can select one of the following options to make changes to the user:

• Select the Existing Workgroup Details option in the pulldown at the top of the Resolved User Details column to fill the Resolved User Details column with the profile information present in the Existing Workgroup Details column. You can change the information in the Resolved User Details column, then click Update to save the changes.

  OR

• Select the Workgroup User Details option in the pulldown at the top of the Resolved User Details column to fill the Resolved User Details column with the profile information present in the Workgroup User Details column. You can change the information in the Resolved User Details column, then click Update to save the changes.

  OR

• Select the Resolved User Details option in the pulldown at the top of the Resolved User Details column to fill the Resolved User Details column with the profile information you last saved for this user when you were resolving the conflict (by clicking on the Resolve button from the list of conflicts). You can change the information in the Resolved User Details column, then click Update to save the changes.