hosted upgrade to 3.11-what will I lose?

Lisa · **hosted upgrade to 3.11-what will I lose? -** 03-08-2007, 12:45 PM

Good Morning,

We have not upgraded for quite some time on our hosted. We understand the need for us to do this but are hesitant because we know that we are going to lose some changes that we have made. Can you provide me a link (or list for me) what customizations we have made that will have to be done over? For example, will all the departments, email alerts, user information, template updates, php changes to the end user interface be lost?

We need to have a clear understanding of what needs to be redone after the upgrade.

For me to lose operation of this help desk for even 1 hour is of great detriment to our company.

Thank You,
Lisa

craigbrass · 03-08-2007, 12:49 PM

On the hosted platform, the only things lost will be languages (doesn't matter if you just use English) and templates (you should backup these first and manually apply the changes when you have upgraded).

Lisa · 03-08-2007, 04:27 PM

Can I please get one more person, preferably Jaime to confirm this. No offense but you have a great disclaimer as a sig line and I would just like to hear what you said from one more person.

**Jamie Edwards** · 03-08-2007, 05:03 PM

Hi Lisa,

When upgrading you will have to revert some templates to their original state which will lose your modifications. As such, we recommend you export your templates to your computer so you have a record of what your modifications were when you come to reapply them.

Obviously, being on the hosted platform you have made no code changes that will be overwritten, so nothing lost there.

As far as settings go (including e-mail queues, user information) - all of your settings that have been configured in the version you are running now will be retained. The only changes here will be where new settings have been changed between versions.

As with any upgrade, I recommend you back up your database (via your member's area) and your templates - then you should be all set!

Lisa · 03-08-2007, 05:43 PM

Thank you so much!

mwerts · **Backing up templates -** 03-08-2007, 06:01 PM

Hi Jaime,

I'm working with Lisa to perform our upgrade to 3.11. You mentioned backing up our database (which we have done several times), but I was wondering how it would be possible to download our templates? I haven't seen any options that would allow us to do this.

Thanks.

**Jamie Edwards** · 03-08-2007, 06:11 PM

You need to log into the administrator control panel of your support desk, go and find:

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craigbrass Offline Senior Member Posts: 5,391 Join Date: Jun 2005 Location: Cumbria, UK	03-08-2007, 12:49 PM On the hosted platform, the only things lost will be languages (doesn't matter if you just use English) and templates (you should backup these first and manually apply the changes when you have upgraded). Craig Brass - Kayako Forum Squatter (Note: I am NOT a staff member) Icon Headquarters - Its Elixir - Web2Messenger

Lisa Offline Member Posts: 73 Join Date: Feb 2006	03-08-2007, 04:27 PM Can I please get one more person, preferably Jaime to confirm this. No offense but you have a great disclaimer as a sig line and I would just like to hear what you said from one more person.

Lisa Offline Member Posts: 73 Join Date: Feb 2006	03-08-2007, 05:43 PM Thank you so much!

mwerts Offline New Member Posts: 3 Join Date: Jul 2007	Backing up templates - 03-08-2007, 06:01 PM Hi Jaime, I'm working with Lisa to perform our upgrade to 3.11. You mentioned backing up our database (which we have done several times), but I was wondering how it would be possible to download our templates? I haven't seen any options that would allow us to do this. Thanks.