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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:

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)

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 to keep your data safe.
Go to our downloads area and download the latest SupportPal version (you’ll need to log in).
Upload the zip file to your server. Avoid uploading individual files, as this can cause issues.
Move the zip file to your SupportPal installation directory and unzip it. Do not delete any files; simply unzip and when prompted about overwriting existing files, select "Yes".
For example, on Linux:
```
mv ~/supportpal.zip /var/www/supportpal && unzip -o /var/www/supportpal/supportpal.zip
```
You can run the upgrader using either:
- Web Browser: Go to the operator panel to start the upgrade.
- Command Line: Open a command prompt, navigate to your SupportPal installation directory (e.g., cd /var/www/supportpal), and enter:
```
php artisan app:upgrade
```
  To see more options for this command, enter:
```
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 new version.