Upgrading to 2.3 from 2.2

SupportPal 2.3.0 adds support for PHP 7.1 and 7.2 and the ability to forward ticket content to third-parties.


Estimated Upgrade Time: Less Than 1 Hour.

What's New?

View the 2.3 Release Notes for the new features and improvements in this series.

Upgrading Database

A number of new columns and indexes have been added to the database. Due to these changes, the upgrade script may be slow on large databases so we recommend to read through the below before continuing:

Disable Server-side Timeouts

We recommend that you disable server-side timeouts within your web server, PHP and MySQL configurations before beginning the SupportPal 2.3.0 in-browser upgrade process.

Please ask your server administrator or hosting provider for more details on what settings are appropriate to disable for your server environment. We suggest the following PHP configuration:

Manual Upgrade

If you can't disable server-side timeouts or prefer to manually execute SQL queries, below we have provided an SQL file that you can run against the database. The SQL file contains all of the database migrations that may take significant time to execute, to make use of the file please follow the below steps:

  1. Upload and extract the 2.3.0 zip file
  2. Download and manually run the following SQL script against your database:
  3. Proceed with the usual SupportPal upgrade by browsing to http://support.yourdomain.com/upgrade

Email Template Changes

With the introduction of the new forward ticket message type, the operator email templates have been updated to include this as part of the messages shown. The below email templates have been updated and the default email template content can be used as a basis for rewriting your custom template if needed. It is not required to update your email templates and they will continue to work without any changes necessary.

API Changes

Fetching ticket messages must now include the ticket_id field.

PHP 7.1 and 7.2 Support

The 2.3 series adds support for PHP 7.1 and 7.2. If you wish to use SupportPal with either of these PHP versions, please ensure you have installed the ionCube loaders v10 (minimum v10.1 required for PHP 7.1) before updating SupportPal. We have three versions of the release available in our downloads area, one for PHP 5.5 and 5.6, and one for PHP 7.0, and one for PHP 7.1 and 7.2, so ensure you select the correct one based on your server set-up.

This series of releases will be the last to support PHP 5.

Other Important Changes