With the recent release of Support System v2.0, many of our current users will wish to upgrade their current copy of version 1.0 to enjoy the many additional features of the new product. Below is some information that will help you get started with the upgrade. For any additional questions, please create a ticket from our online helpdesk.

Location of the Upgrade
Due to the scope of the new program, the "upgrade" to v2.0 is essentially the program itself. There is no direct upgrading module. Users wishing to upgrade will have to download the Support System v2.0 installation files and install a fresh copy on their servers.

Where to Install v2.0
Most importantly, remember that this is not a direct upgrade, so do not install Support System v2.0 in the same directory as the current v1.0. Create a new directory intended solely for Support System v2.0 and install the program's file into there.

Transfer of Current Ticket Information
Once you have installed the program, many users may wish to transfer over their current tickets to the new system. Unfortunately, this is not possible for a number of reasons. Most important of these is the that numerous feature additions for the ticketing system of the program from rendered the v1.0 ticket database incompatible with the v2.0 database.

For this reason, we recommend that once Support System v2.0 is fully installed and functional on your server, that you slowly ease your way into the new system. This can be done by updating all of the ticket forms to use Support System v2.0 rather than v1.0. This will ensure that all new tickets are created with Support System v2.0 and none with the older v1.0 database. During this time, continue to provide support to currently opened tickets databased within Support System v1.0. Once all tickets are closed and settled, uninstall the Support System v1.0.

Problems with Installation
If you are having problems with the installation or setup of Support System v2.0, there are a number of options available to you. The program's owner's manual is packed with information on installation and setup, while our online helpdesk fills in the gaps. In particular, please see the knowledgebase article entitled "Detailed Look at the Installation Process".

If after consulting these sources you continue to have problems with the program's installation, Ascad Networks offers professional installation at reasonable prices. Purchase through your Ascad Networks member's account.