Before attempting to upgrade a workgroup from a version in the 4.x or 5.x series to the latest version, it is strongly recommended that you make a backup of your database.

In addition, if you have manually applied any custom security to your 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.

This option should only be used to upgrade workgroups in the 4.x or 5.x series. To upgrade a version 3.x workgroup, please review the Version 3.x Upgrade section.

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 Tracker 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 Tracker 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 Entering License Information section of the Installation Help Guide.

To upgrade a workgroup from a version in the 4.x or 5.x series to the latest version, click on the Admin icon in the Button Bar, select the option Upgrade Workgroups from 4.x or 5.x version to the Latest Version. Select a workgroup from the pulldown menu, then click on the Upgrade Workgroup button. 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.

Depending on the version you are upgrading from, another confirmation page may 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 installation setup for the latest version. For a list of available time zones, please refer to the following section: Windows 2003 / 2000 Time Zones.

Click on the Upgrade Data button to proceed, then click OK to confirm.

Upgrade Users from 4.x to the Latest Version: After the data has been upgraded successfully, a confirmation page will be displayed. You will be prompted to upgrade your users. In the latest version, users for all workgroups are added and maintained in the User Management System. When upgrading a workgroup from Version 4.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 of 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 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 User Management System 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 User Management System. 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.