CFTicket 2.0 - Documentation

Upgrading

How do I upgrade from a previous build of CFTicket 2?

Upgrading from a previous 2.x build is simple. You must first download the latest build of CFTicket from our client section. Extract the downloaded file overtop of your current CFTicket installation, overwriting all files. Then open the /upgrade/ directory of CFTicket in your web browser. You will need to enter your current (pre-upgrade) version of CFTicket and your database settings. Then simply follow the on-screen instructions.

If the upgrade was successful you should see the new version number on the main login screen.

How do I upgrade from CFTicket 1.x?

The first steps in upgrading are to export your current tickets from CFTicket 1.x.

It is highly recommended that you make folder names unique, otherwise CFTicket 2 will place all tickets with the same folder name in the same folder.

1. Log into CFTicket 1.x
2. Go to the Configuration area and choose Export Tickets.
   • If you do not see the Export Tickets menu option, make sure you are running CFTicket 1.04 and the group you belong to has permission to view the Export Tickets menu (See Configuration->Groups).
3. Select all the fields under Export Tickets and click the Export button. This process may take a while depending on the number of tickets in your setup.
4. Select all the fields under Export Threads and click the Export Button. This process usually takes longer than the exporting of tickets, so please be patient.
5. Once both Tickets and Threads have exported, download both files by clicking the Download link.

You are now finished with your CFTicket 1.x setup. Please run the installation instructions for CFTicket 2. After completing the CFTicket 2 installation and logging in as instructed, use the following steps:

1. Click the Configuration tab. Choose Maintenance and then Import/Export.
2. In the Ticket File box, select the ticket file exported from CFTicket 1.x.
3. Select all the ticket fields.
4. In the Thread File box, select the thread file exported from CFTicket 1.x.
5. Select all the thread fields.
6. Click the Recreate Users, Recreate Queues, Recreate Folders, and Recreate Statuses checkboxes.
7. Click the Import button. This process may take some time. If you have a lot of tickets and threads, the process can take in excess of 20 minutes.
8. You will be returned to the Import/Export screen when finished.

After the import is complete, all tickets and threads have been imported successfully, but you will not have access to view them yet. If logged in as sa you are currently only assigned to the demo queue. Go to Configuration-> Security -> Users and click on the sa user. Follow the steps until you reach the Queue Access page. By default, users are given none access to each new Queue. Give the sa user full access to all Queues. Go through the list of users now in CFTicket 2 (some will be new as they were created during the import process) and assign permission levels to each queue.

You may now go to Main -> Home and you should see tickets assigned to sa. If no tickets are assigned to sa you may not see any tickets. You can then logout and log back in with another account that does have tickets to confirm the tickets exist.

note: During the import process, the re-creation of users, folders, statuses, and queues makes some assumptions.

• When re-creating Users, each user is given a username and a matching password. This means that a user joe will have a default password of joe. This can be changed any time by the administrators or the user themselves.
• When re-creating Queues, each queue is given a Queue Name matching the queue. The Queue Address is then created using QueueName@QueueName.com and the Queue Prefix is defaulted to QueueName. You should go through each Queue and reset any settings to match your CFTicket 1.x setup.
• When re-creating Folders, each folder is placed under the Inbox. You can re-do the parent-child relationships from Configuration -> Folders. This is why it is suggested that you make rename your folders in CFTicket 1.x to be unique.
• When re-creating Statuses, each status is assumed to represent Unresolved statuses. To make a Status represent a Resolved status, go to Configuration -> Statuses and edit each status accordingly.

Make sure you move all of your Queue information, Account information, and any other relevant configuration data from CFTicket 1.x to CFTicket 2 before deleting your CFTicket 1.x setup.

If you choose to keep your CFTicket 1.x setup, we encourage you to delete any accounts associated with your Queues so that CFTicket 1.x does not accidentally download new tickets.