Upgrading to 2.0 from 1.3.3

SupportPal 2.0 is a complete rewrite of the v1.3.3 software and includes many new features: feedback forms, organisations and macros to name but a few.

In order to ease the upgrade process, we have produced an automatic migration script that attempts to copy the vast majority of the v1.3.3 configuration items. This page details the elements of v1.3.3 that are not supported by the migration script and you may wish to manually copy over.

What's Changed?

The following functionality has been changed or removed:

• Servers. The server monitoring functionality has been completed removed.
• API. The API has been completely rewritten. Any software you have that makes use of the v1 API will need to be updated.
• Rest API Key. The rest api key has been replaced by API Tokens, any existing keys will need to be re-created.
• Consume All Emails. Previously the setting was confusing and used to route emails to different departments. This now works automatically. The setting should now only be used if you want all emails in the inbox to be opened in that department.

URL Redirection

None of the v1 URLs are supported by the new system. We have provided a list of .htaccess rules to redirect to old URLs to their new location, please uncomment the rules if you would like to use them.

Templates and Email Templates

The template system has been changed from Smarty to Twig in order to leverage more powerful security features. Twig's template syntax differs from Smarty so any custom code will need to be manually converted. Below is a quick example of how the syntax differs between the two systems:

Smarty

    {if $auth_check}
        Welcome, {$auth_user.formatted_name}!
    {else}
        You're not logged in.
    {/if}

Twig

    {% if auth_check() %}
        Welcome, {{ auth_user().formatted_name }}!
    {% else %}
        You're not logged in.
    {% endif %}

Unsupported Migration Features

The following features are not supported by the migration script and you may wish to manually copy over:

• Email Templates:
  • Custom Email Templates. Due to the change in template syntax it is not possible to reliably convert these. You will need to manually convert their syntax and copy them into the new system.
• Departments:
  • Default Operator field is not automatically migrated.
  • Email Templates. If you have disabled an e-mail template or changed it from "Default" to a custom template you will need to manually copy this change into the new system.
• SLA Plans:
  • Send Email to User field is not automatically migrated. Due to the change in syntax to e-mail templates, you will need to manually copy this change into the new system.
• General Settings:
  • Default Template
  • Company Name
  • Default Language
  • Default Operator Language
  • Default From
  • Comments Show Avatars - avatars are shown by default.
  • Twitter Frontend - this functionality has been removed.
  • Enable Ticket Ratings
  • Show "Change Language" dropdown in the Frontend
  • Allow Operator Language Change
  • Show Knowledgebase Suggestions
  • Pipe Default Priority
  • User Password strength
  • Admin Password strength
  • Default Time zone
  • Global Email Header
  • Global Email Footer
  • Send email on ticket auto close
  • Verbose Email Collection
  • Ticket Require Login

All other functionality is supported by the migration script and will be automatically copied to the new system.