Hesk upgrade 2.8.6 to 3.2.5 is it possible?

[janoss]

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Hello!
Please forgive me if post this in wrong section.
Could you help me please? At work i have task to upgrade Hesk help desk from version 2.8.6 to 3.2.5. Is it possible to upgrade directly from one to another or do i need to install newest version and migrate data from old to new one? Im new at the company and i want to give good impression. Could anyone help me?

[Klemen]

Yes, you can upgrade directly, follow steps listed in Docs > Upgrading form old versions.

A copy of the instructions is here:
https://www.hesk.com/demo/docs/step-by- ... ml#upgrade

Make sure you perform a full backup of your files and database in case something goes wrong!

[janoss]

Klemen thank you a lot!
I will do as you said. If i dont post any more on this topic you can assume that all went well

[janoss]

Sorry for long time without reply.
I made copy of virtual machine on my training lab and now I want to test this migration before I do it on production server. Our HESK is on CentOS and I dont know anything about it, so that is not good. I was told to look up information if upgrade to newer version is possible using YUM! Can you help me with this? Is it still the same process as in instructions?

[Klemen]

Hesk cannot be installed or upgraded using yum.

You will need to download Hesk, then open the docs and follow the "Upgrading from old versions" instructions.

A copy of the docs is here: https://www.hesk.com/demo/docs/step-by- ... ml#upgrade

[janoss]

Thank you for info. I upgraded to 3.3.1 version and it said that i need to delete install directory for m my server and than refresh page. What is meant by install directory? Is that install folder in HESC directory or what? Because i deleted files that i downloaded and still there was this error. After that i deleted install folder in HESC directory and now it gives me 404 Not Found error. Please clarify what i did wrong.

[Klemen]

It indeed means the install directory inside the Hesk folder.

After a completed update, you should delete the install directory. Then open the help desk normally (without the "install" in the URL).

[janoss]

Thank you Klemen, everything worked out great!

[janoss]

Klemen one more thing if you can help me:
On one machine we did migration with no problems but second that we migrated was with problems. We kinda migrated but i guess there are problem with pictures, because buttons and menu is working but they are blank.
With first we did copy files with WinSCP but at second time we did copy files trough CentOS 8 console. Is it possible that images are in wrong coding? Could you give some tip how to convert image coding manually if i must do that?

[Klemen]

My guess is you transferred all of the images in ASCII (text) mode instead of BINARY.

I would re-upload all of the images and make sure they are uploaded in the correct mode, then force-refresh the help desk in your browser (CTRL + F5 or similar)

WinSCP should automatically choose the correct mode unless overridden:
https://winscp.net/eng/docs/transfer_mode

[janoss]

There is some kind of a problem. When i copy files trough WinSCP everything looks good, but after upgrade system is not sending auto responses (e-mails). No responses at all, not for received ticket, not for delegating task to correct engineer. IS there some configuration to be done or is it bug?

[Klemen]

Please see Hesk Knowledgebase for help with this, for example "Email sending" paragraph under "Part III: Advanced Configuration" in the Hesk Quick Start Guide.