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Update Notes (Windows)

Please note the following hints for an update installation under Windows.

Required version of i-net HelpDesk for an update

  • i-net HelpDesk server: Prerequisite for an update is an i-net HelpDesk version 20.10 or newer.
  • Desktop Application for Supporters: The i-net HelpDesk Server does not support the Desktop Application anymore. Starting version 24.4 you have a fully featured Tickets Application. Using PWA technology, you can use the Tickets application is if it was installed on your desktop,
  • Mobile Clients: The mobile client is superseded by the Tickets Application as well. Again, using PWA technology, you can use the Tickets application as if it were a near native application.

Enabling the HelpDesk server in the firewall

If you want to make the i-net HelpDesk server directly accessible for the i-net HelpDesk clients, then enable the i-net HelpDesk program hdservice.exe in your firewall or alternatively the port of the i-net HelpDesk server (see below).

Note: Check the correct function of your firewall rule after the update.

No login dialog pops up if the client can connect DIRECTLY to the port of the i-net HelpDesk server. In this case, a single sign-on is performed in the background.

Ports of the i-net HelpDesk server

  • integrated Jetty web server from i-net software: port 80 or port 443 for https (recommended)
  • MS IIS or Apache: Port 8002 (not recommended)

If the i-net HelpDesk server is not directly accessible, a login dialog always opens.

Preparing the update

The setup updates the existing database of i-net HelpDesk. Make sure that there is a recent backup of the HelpDesk database!

Important: Create a backup in the Maintenance application. This will not contain the i-net HelpDesk database.

Will email templates, reports, add-ons be preserved?

Yes, your changes will be retained.

Note: Add-ons were a proprietary extension option for the Supporter Desktop Application up to version 23.10. These are now also obsolete.

Update procedure

Download the update (Windows Installer package; .msi): https://www.inetsoftware.de/de/products/helpdesk/download/download-formular

Recommendation: Temporarily stop your antivirus software (if any) for the time of the update.

Important: Stop the service i-net HelpDesk server. The service will be restarted automatically after the setup is completed.

Start the update. To do this, double-click on the msi file. The update consists of two parts. One is installing the files and the other is the setup in the browser using a wizard.

Important: Install the i-net HelpDesk setup into the existing i-net HelpDesk directory and follow the setup instructions as described below.

Figure 1: Start-Dialog
Figure 2: License conditions
Figure 3: Destination folder
Figure 4: Ready for installation
Figure 5: Installation
Figure 6: Completing the installation
Figure 7: Setup in the browser is being prepared
Figure 8: Starting the setup in the browser
Figure 9: Erkennnen der bestehenden Datenbank
Figure 10: Migration of data
Figure 11: Setup progress
Figure 12: Finalization
Figure 13: Start page

Known issues and tips

The following are a few pitfalls for the update.

i-net HelpDesk service is running under a Windows service account

Configuration:

  • The "i-net HelpDesk server" service runs with a Windows account (default account is "Local System").
  • Access to the i-net HelpDesk database is done with the i-net HelpDesk server account and not with the account of a database user

Problem

The i-net HelpDesk update deletes the previous service and then recreates it, but with the "Local System" account. As a result, the new service does not get access to the i-net HelpDesk database. After restarting the i-net HelpDesk service in the meantime, you receive the corresponding message that the update no longer has access to the database.

Solution

  • After the installation, do NOT run the following setup, but stop the update.
  • Change the login for the "i-net HelpDesk server" service back to the specific account you chose. Control Panel > Services
  • Then call the i-net HelpDesk setup again as follows and finish it:
    • In the i-net HelpDesk program directory, subfolder "Server" open the file webconfig.txt.
      • The file contains the port of the i-net HelpDesk server and the UUID.
    • Copy the string after "UUID" to the clipboard. Make a note of the port, e.g. 8002.
    • Now start a browser and enter in the URL:
      • http://localhost:8002/setup/<UUID>
      • Example: http://localhost:8002/setup/71248829-8b7c-43d8-7fdc-097844a4a326
    • After confirming with the "Enter" key, you will be taken to the setup dialog again.

Backup and restore

If the i-net HelpDesk server and database are running in the same virtual environment, then regular snapshots of the virtual machine are the best solution.

The following points should be considered when i-net HelpDesk server and database are to be backed up individually.

  • i-net HelpDesk database: You have to perform the backup via the respective DBMS.
  • i-net HelpDesk configuration: For this purpose there is the application Maintenance: i-net HelpDesk Home > Maintenance > Backup / Restore > New Backup.
  • In the "Available Tasks" it is strongly recommended to at least activate the checkbox "Current configuration".
  • Via Task Planner, backups can also be performed automatically.
i-net HelpDesk
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Help - Update Notes (Windows)