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Upgrading SupportPal

Contents

Licensing Requirements
Version Scheme
Upgrade Methods

Licensing Requirements

Monthly Licenses

There are no restrictions on monthly licenses.

Owned Licenses

A license with a valid support and updates subscription is required to upgrade SupportPal.

If the license has an active support & updates addon, the license is permitted to upgrade to the latest release.
If the support & updates addon has expired, the license will only be permitted to upgrade to versions released before the addon expired.

Please check your support and updates subscription carefully before upgrading or use one of the built-in methods which will perform these checks for you automatically.

Version Scheme

SupportPal follows semantic versioning. You can usually painlessly upgrade to minor or patch versions as all changes are fully backwards compatible. For example, 3.0.0 to 3.1.0 or 3.0.0 to 3.0.1.

Upgrading between major versions, for example, 2.0 to 3.0, requires more care as breaking changes are introduced. These changes are documented in the relevant upgrade guide, which we strongly encourage you to read beforehand:

You can jump through multiple versions when upgrading, for example straight from 2.4.1 to 3.1.0. Just be careful to check for any updated system requirements and read over the relevant major version upgrade guides.

Upgrade Methods

Docker

If SupportPal is deployed using github://supportpal/helpdesk-install/templates/docker-compose please refer to MAINTENANCE.md for guidance.

All commands must be run in a bash compatible terminal. If you're on Windows, use Git Bash.

If SupportPal is deployed using Docker (Monolithic), you can upgrade SupportPal with the following steps:

Take a full backup.
Browse to the location of your deployment directory (where your docker-compose.yml files are).

Run our upgrade script:

            bash <(curl -LsS https://raw.githubusercontent.com/supportpal/helpdesk-install/master/templates/docker-monolithic/upgrade.sh)

The script automatically backs up your previous docker-compose.yml file. If you made any customisations, follow the customisation guidance to copy them over and then restart the container. Once complete, you can safely delete the backup file.

Update the database:

            docker compose exec supportpal bash /init/upgrade-helpdesk.sh

Upgrade via the operator panel

From v3.6.0, it's possible to painlessly upgrade via the System Update page in the operator panel.

Upgrade via CLI

From v3.6.0, if you're comfortable using the command line, you can upgrade using the app:update command directly. This enables you to make use of the command options, such as --no-backup which will improve the speed of the command. Learn more.

Manually upgrading

Upgrading your help desk between minor (or patch) versions is as simple as replacing the files and following our upgrader. Please follow the following steps:

Take a backup.
Download the latest version of SupportPal from our downloads area (client area login required).
Upload the downloaded zip file to the SupportPal directory on the server and unzip the contents, overwriting existing files.
The upgrader can be ran in the web browser (user friendly) or command line (advanced, but better for larger installs).
- To run in the web browser, start the upgrade process by visiting the operator panel.
- To run in the command line, load a shell and change the current working directory to where the SupportPal files were uploaded (e.g. cd /var/www/html/support). Then run the following command:
```
php artisan app:upgrade
```
  To run the command non-interactively, view the help screen for the command for additional options to add when running the command:
```
php artisan help app:upgrade
```
Follow the instructions provided by the upgrader.
Make sure all file permissions are correct and the same as before.
Remember to clear your cache or do a hard refresh (Ctrl + R on Windows) when accessing the operator panel after completing the upgrade.
If you've modified any template or language files, please ensure to check over the resource changes in the release notes and update your resources accordingly. More details on making this an easier process with version control can be found in our Templates guide.
Enjoy the latest version.