Introducing ProblemTracker Enterprise Edition Version 5.0.2 (PTEE 5.0.2)
ProblemTracker Enterprise Edition Version 5.0.2 is a new product offered in addition to the standard product, ProblemTracker Version 5.0.2. ProblemTracker Enterprise Edition includes all of the features available in the standard product as well as 2 new features, Alerts and Discussion.
License Requirements for PTEE Version 5.0.2 and ProblemTracker Version 5.0.2
In order to upgrade to ProblemTracker Version 5.0.2, your support and upgrades subscription must be active (or at least active through 9/30/2002).
To renew your subscription, click here for the support renewal form (pricing information is listed in the "Order Information" section). If you have any questions regarding your subscription, please contact NetResults Sales.
In order to upgrade to ProblemTracker Enterprise Edition Version 5.0.2 (PTEE 5.0.2) to use the new Alerts and Discussion features, you must purchase license keys for this product. To upgrade to PTEE 5.0.2, please click here for the order form or contact NetResults Sales for more information.
New Features
For a more detailed list of new features and fixes in 5.0.2, click here.
System Requirements for ProblemTracker Version 5.0.2
NetResults ProblemTracker 5 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 browsers and 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 - Basque, Catalan, Danish, English, 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 5.0 or greater) or Netscape (version 6.2 or greater) is available.
- Microsoft Internet Explorer (version 5.0 or greater) or Netscape (version 6.2 or greater).
Server Requirements:
- 450 MHz Intel Pentium III or compatible system (866 MHz Pentium III or faster recommended).
- 128 MB RAM for Windows NT, 192 MB for Windows 2000 (256 MB recommended for Windows NT, 512 MB recommended for Windows 2000).
- 4 GB Hard Drive, however you may need a larger hard drive if you plan to install multiple workgroups (ProblemTracker uses approximately 10 MB of hard disk space for each workgroup).
- Windows 2000 Server.
- Microsoft Internet Information Server 5.0 with Microsoft hotfix http://support.microsoft.com/support/kb/articles/Q294/8/31.ASP or Windows 2000 Service Pack 3 (which includes the hotfix). This hotfix is required to address a known bug in the IIS support for the UTF-8 (Unicode) character set.
- Microsoft JET 4.0 Service Pack 5 or greater. This is included in Windows 2000 Service Pack 2 and can be downloaded for earlier versions of Windows 2000.
- Visual SourceSafe 6.0 with Service Pack 5 or greater. This is only required if you wish to use the source code control integration features.
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
- Microsoft SQL Server 2000
- Oracle 8i
- Oracle 9i
General System Requirements (if not using Multinationalization):
Client Requirements:
- Any platform on which either Netscape Navigator/Communicator version 4.07 or greater, Netscape version 6.2 or greater, or Internet Explorer version 5.0 or greater is available.
- Netscape Navigator/Communicator version 4.07 or greater, Netscape version 6.2 or greater (6.0/6.1 not supported) or Microsoft Internet Explorer version 5.0 or greater.
Server Requirements:
- 450 MHz Intel Pentium III or compatible system (866 MHz Pentium III or faster recommended).
- 128 MB RAM for Windows NT, 192 MB for Windows 2000 (256 MB recommended for Windows NT, 512 MB recommended for Windows 2000)
- 4 GB Hard Drive, however you may need a larger hard drive if you plan to install multiple workgroups (ProblemTracker uses approximately 10 MB of hard disk space for each workgroup).
- Windows NT 4.0 Workstation or Server, Windows XP Professional or Windows 2000 Server (Windows 2000 Server recommended). Windows XP Professional is not supported for use with an Oracle 8i or 9i database. Windows XP Professional is only recommended for evaluation purposes since it is not a "server" platform. Click here for more information.
- Microsoft Internet Information Server 4.0 or 5.0 (IIS 5.0 recommended).
- JScript 5.1 or greater. This is included in Windows 2000 and Internet Explorer 5.5 or greater. It can also be downloaded and installed separately.
- Microsoft Data Access Components (MDAC) 2.5 or greater. This is included in Windows 2000 and 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 and can be downloaded for Windows NT 4.0 and earlier versions of Windows 2000.
- Visual SourceSafe 6.0 with Service Pack 5 or greater. This is only required if you wish to use the source code control integration features.
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
- Microsoft SQL Server 2000
- Oracle 8i
- Oracle 9i
Windows XP Professional is to be used as a platform for evaluation purposes only.
Windows XP Professional is classified by Microsoft as a "desktop" operating system. There is no "server" version of Windows XP Professional. As such, the Microsoft license agreement for and implementation of IIS (the web server) severely restricts the number of concurrent users (a maximum of 10 concurrent connections, and a single browser may use multiple connections). Therefore, we support the use of Windows XP Professional with ProblemTracker for evaluation purposes only. Windows XP Professional is not supported as a production platform. Windows 2000 Server is recommended for use with ProblemTracker in a production environment.
Known Issues in ProblemTracker Version 5.0.2
- There are no known issues to report for this version.
Upgrade Preparation
Since you are upgrading from Version 5.0 or 5.0.1 to Version 5.0.2, your current installation already fulfills the requirements for installation Version 5.0.2.
Download Link and Upgrade Instructions
Download Information
Go to the Support Downloads page to download the latest version of ProblemTracker and any applicable patches, then return to this section for the detailed instructions to upgrade your installation. Click here to download ProblemTracker Enterprise Edition Version 5.0.2 (PTEE 5.0.2). Otherwise, click here for ProblemTracker Version 5.0.2 (standard edition).
Upgrade Instructions
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 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.
- 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
- 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 Version 5.0 - 5.0.1 to Version 5.0.2
- GO TO SECTION 1.0 ABOVE AND BACKUP ALL OF YOUR PROBLEMTRACKER DATABASES BEFORE PROCEEDING.
- Prior to installing ProblemTracker Version 5, please make sure all users are logged out of each workgroup(s).
- Temporarily disable any anti-virus software while you run the Version 5 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.
- Temporarily stop all IIS services while you run the Version 5.0.2 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.
- Install ProblemTracker 5.0.2 or ProblemTracker Enterprise Edition 5.0.2. To do this, login to the web server machine as Administrator and then run (double-click from Windows Explorer) pbtrk502.exe (ProblemTracker 5.0.2) or ptee502.exe (ProblemTracker Enterprise Edition 5.0.2). 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 5.0.2", then click on the Continue button.
- A list of workgroups that need to be upgraded from Version 5.0 will be displayed. Click on the "Upgrade All Workgroups" button to proceed. A confirmation message will be displayed once all workgroups have been upgraded successfully.
- Re-activate your anti-virus software and re-start IIS services.
- 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 now that each workgroup has been upgraded.
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