The following describes different ways to test the update of an i-net HelpDesk version. In any case, please note the system-requirements for installing an update. In addition, you should inform yourself in advance about new features and behavior changes. For this purpose, the release information, as well as the summary about the various changes of past versions are available on our website.

The following procedures are generally available:

• Cloning a VM with i-net HelpDesk server and database
• Cloning a VM with i-net HelpDesk server without database
• Installing a new test system

In any case, if you schedule the update to coincide with our office hours (Monday through Friday 8am - 5pm), we can help you promptly if you have any problems!

Note: These instructions are basically also suitable for moving an existing i-net HelpDesk server to a new server machine.

Important: When testing the update, you should in any case make sure that the test does not contact the mailbox(es) for i-net HelpDesk support. The i-net HelpDesk server reads the emails, creates new tickets and deletes the emails in the mailbox afterwards. This applies to both POP and IMAP mailboxes. In the configuration, you can activate the option Do not read mailboxes under Incoming mail server.

Prerequisite: The i-net HelpDesk server and the i-net HelpDesk database are running in one VM.

• Prerequisite: the network interface of the VM has been deactivated

• A clone is created and booted up
• Now the update takes place

Advantage: You can run and test the clone as a completely independent i-net HelpDesk system. After the test, the entire configuration can simply be discarded.

• Before cloning:
  • Deactivate the settings in the configuration for the outgoing mail server and activate the option "Do not read in mailboxes" in incoming mail server.
    • Background: The clone to be created in the next step will adopt these settings and consequently will not be able to fetch emails or send auto-emails from the mailbox(es).
  • In the Configuration > General > Connections application, set the reference to the database server to localhost.
    • Important: The clone must not connect to the production database. Only one HelpDesk server may access a HelpDesk database at a time. For localhost, the cloned i-net HelpDesk server uses the clones database in the same VM.
• Create a clone and boot it up.
• You may need to change the hostname of the cloned VM if the original VM is running on the same network.
• On the production system, re-enable the outgoing and incoming mail server settings.

Advantage: You can run the clone as a complete standalone i-net HelpDesk system and thus also test accesses via the network. After the test, the entire configuration can simply be discarded.

Disadvantage: The settings for e-mail communication must be temporarily deactivated. This results in a somewhat higher effort during configuration.

• Prerequisite: the i-net HelpDesk uses a database on the network.

• Make sure that there is a current backup of the i-net HelpDesk database.
• Create a new test database in the DBMS management system and restore the productive database to this test database from the database backup.
• Disable settings in the configuration for the outgoing and incoming mail server.
  • Background: The clone to be created in the next step will adopt this setting and consequently will not be able to fetch emails or send auto-emails from the mailbox(es).
• Create a clone and boot it up. The network connection must remain in place for access to the database to continue to work.
• Note: The clone is still connected to your production database!
  • Change the database connection in the configuration Home > Configuration > General > Connections > i-net HelpDesk database to the test database.
  • Make sure you have the account information to access the test database.
    • The clone is now working with the test database.
• On the production system, re-enable the outgoing and incoming mail server settings.

Advantage: Independent test system without a reference to the productive i-net HelpDesk. After the test, the entire configuration can simply be discarded.

Disadvantage: Somewhat higher effort due to duplication of the i-net HelpDesk database. Also, the settings for email communication must be temporarily deactivated.

In the best case, the test system is a virtual machine with a copy of the production instance. Installation on a new machine is equally possible.

Note: If your circumstances differ greatly from the described circumstances, the database management system should also be changed or it is a major version jump then we advise you to a free remote accompaniment of your update by our support team.

You generally have the choice of operating system in accordance with the system requirements.

The i-net HelpDesk server includes both a standalone web server (Jetty) and the necessary runtime environment. So you don't need to install the IIS-role (Windows) or an Apache or similar on a new server.

Generally Oracle, MS SQL Server and MySQL are supported as DBMS by i-net HelpDesk. A database of the aforementioned type provided by you can be used for the installation. We recommend the use of MS SQL Server.

For the installation under Windows, the MS SQL Server Express is optionally supplied in German, which can be configured and installed during the setup. It is recommended to install the MS SQL Server Management Studio in advance.

Important: If you are running the Windows Server operating system in English, the MS SQL Server (Express) installation must be performed by you in advance.

If you install MS SQL Server Express Core (SQL Server module only) in advance, then we assume a standard installation. The only deviation from the standard setup concerns the place with the "Server authentication":

• Please select here "SQL Server and Windows Authentication Mode".
• For the database account sa assign a password.
• We will then need this account (sa + password) during the i-net HelpDesk setup.
• If no connection is established via the sa user, the user must be unlocked in MS SQL Server Management Studio under Security > Logins.
• Also make sure in SQL Server Configuration Manager (sqlservermanager<version>.msc):
• Enable TCP/IP
• SQL Browser service: start type to 'automatic' and start

The i-net HelpDesk should be installed with the same version as on the old server, the name of the database should be different than in the productive system.

If possible, the same installation path should be used as on the old system.

Check access to the i-net HelpDesk server from another system, test access to a mailbox, sending emails (SMTP) and access to external data sources, e.g. Active Directory.

Connection problems could be caused by the firewall configuration.

Stop ticket processing and activate the option "Do not read in mailboxes" in the Configuration > Incoming mail server (IMAP/POP3).

The connection data to the i-net HelpDesk database should be configured so that database access is also possible from the new system.

Create a complete backup of the i-net HelpDesk data in the Maintenance module under Backup/Restore.

Stop and deactivate the i-net HelpDesk Server service.

Create a database backup using the Microsoft SQL Server Management Studio - or the appropriate tools.

Using the MS SQL Server Management Studio - or the appropriate database tools - perform a complete restore of the backed up source database with the original name on the new server.

In the Maintenance module, under Backup/Restore, first restore the configuration only (you should be able to connect to the old database).

Change the connection data to the new i-net HelpDesk database in the configuration, then run the i-net HelpDesk setup module again.

In the Maintenance module, under Backup/Restore, perform a restore of the remaining backup parts (this time without the configuration!).

Connect to an i-net HelpDesk client from another system - check if the web interface and all modules are available. Test the reports module and ticket functions, e.g. opening attachments in a ticket.

Test user and/or asset imports if necessary.

If no errors occur, the reading of mailboxes must still be activated in the Configuration > Incoming mail server (IMAP/POP3) (deactivate option "Do not read mailboxes").

Note: The server now loads emails and creates new tickets on the new system! If you just want to test the update, you should change the inboxes to appropriate test accounts before.

Stop the service of the i-net HelpDesk server and perform the update.