How do you know which release of nService you are using?

Click the “Powered by nService” link at the low left corner of any page on your nService website.

Are you eligible for free upgrade?

You must be a nService software annual subscriber to be eligible for the free upgrade.

Changes

4.42: Full row selection on the request, user and asset listing page; Support hours accounting; Fixed logo size to prevent screen flickering.

Upgrade from version 4.22 to 4.42 (Mar 1, 2017)

  1. Send a request to sales5@avensoft.com for the upgrade.
  2. Go to IIS manager to stop the nService4AppPool application pool.
  3. Rename \Inetpub\wwwroot\nService4\ to nService4Old.
  4. Delete \Windows\Microsoft.Net\Framework\4.0…\Temporary…\nService4\. If you deployed nService as a website instead of a web application under one of your sites listed in your IIS Manager, then you need to delete the \Windows\Microsoft.Net\Framework\4.0…\Temporary…\root\ folder instead. That is because IIS puts the compiled web pages of nService in one of the subfolders of the above root folder. You can find that subfolder and delete it if you don’t want to stop your entire IIS to delete the root folder.On a 64 bit system, The above path is \Windows\Microsoft.Net\Frameworkx64\...
  5. Download the nService zip file from the URL we sent you and unzip it to \Inetpub\wwwroot\.
  6. Copy \Inetpub\wwwroot\nService4Old\web.config to \Inetpub\wwwroot\nService4\.
  7. Depending on the version of nService you are using now, open the following SQL scripts in \Inetpub\wwwroot\nService4\Upgrade\folder in SQL Server Management Studio. Select nService4 from the database list next to the Execute button and then execute the scripts one by one.
    • nService422to424.sql
    • nService425to426.sql
    • nService426to427.sql
    • nService427to428.sql
    • nService428to429.sql
    • nService429to430.sql
    • nService430to431.sql
    • nService431to432.sql
    • nService432to433.sql
    • nService433to434.sql
    • nService434to435.sql
    • nService435to436.sql
    • nService436to437.sql
    • nService437to438.sql
    • nService438to439.sql
    • nService439to440.sql
    • nService440to441.sql
    • nService441to442.sql
  8. Restart nService4AppPool application pool in IIS Manager.
  9. Users must close all their web browsers before accessing nService again. Otherwise, they may receive an Internal Server Error 500.

Upgrade from 4.21 to 4.23 (April 16, 2011)

Starting from 4.22, nService requires .Net 4.0.
  1. Go to IIS manager to stop the nService4AppPool application pool.
  2. Rename \Inetpub\wwwroot\nService4\ to nService421.
  3. Delete \Windows\Microsoft.Net\Framework\2.0…\Temporary…\nService4\. If you deployed nService as a website instead of a web application under one of your sites listed in your IIS Manager, then you need to delete the \Windows\Microsoft.Net\Framework\2.0…\Temporary…\root\ folder instead. That is because IIS puts the compiled web pages of nService in one of the subfolders of the above root folder. You can find that subfolder and delete it if you don’t want to stop your entire IIS to delete the root folder.
  4. Download http://avensoft.com/ns/nService4.zip and unzip it to \Inetpub\wwwroot\.
  5. Edit \Inetpub\wwwroot\nService4\web.config. Change the database connection string to match that of \Inetpub\wwwroot\nService421\web.config.
  6. Open \Inetpub\wwwroot\nService4\Upgrade\nService421to422.sql in SQL Server Management Studio. Select nService4 from the database list next to the Execute button and then execute the script.
  7. Go to the nService4AppPool application pool settings in IIS Manager, change the .NET framework to 4.0. Start the application pool.

Upgrade from 4.16 to 4.21 (November 1, 2010)

This version added the subscribe/unsubscribe commands to the request detail page so that you can receive notifications for a specific request. In addition the new Admin, Tools page allows you to list largest attachments so that you can delete them to reduce the size of your database.

  1. Go to IIS manager to stop the nService4AppPool application pool.
  2. Rename \Inetpub\wwwroot\nService4\ to nService420.
  3. Delete \Windows\Microsoft.Net\Framework\2.0…\Temporary…\nService4\. If you deployed nService as a website instead of a web application under one of your sites listed in your IIS Manager, then you need to delete the \Windows\Microsoft.Net\Framework\2.0…\Temporary…\root\ folder instead. That is because IIS puts the compiled web pages of nService in one of the subfolders of the above root folder. You can find that subfolder and delete it if you don’t want to stop your entire IIS to delete the root folder.
  4. Download http://avensoft.com/ns/nService4.zip and unzip it to \Inetpub\wwwroot\.
  5. Copy \Inetpub\wwwroot\nService420\web.config to \Inetpub\wwwroot\nService4\.
  6. Depending on the version of nService you are upgrading from, load one more more SQL scripts from the \Inetpub\wwwroot\nService4\Upgrade\ folder in SQL Server Management Studio. Select nService4 from the database list next to the Execute button and then execute the scripts one by one.
    • nService416to417.sql
    • nService417to418.sql
    • nService418to419.sql
    • nService420to421.sql
  7. Restart nService4AppPool application pool in IIS Manager.

Upgrade from 4.15 to 4.16 (January 22, 2010)

This version added the capability to customize the Respond, Resolve and Close form. Please take the following steps to upgrade from version 4.15.

  1. Go to IIS manager to stop the nService4AppPool application pool.
  2. Backup \Inetpub\wwwroot\nService4\ by copying it to another location.
  3. Delete \Inetpub\wwwroot\nService4\ and \Windows\Microsoft.Net\Framework\2.0…\Temporary…\nService4\.
  4. Download http://avensoft.com/ns/nService4.zip and unzip it to \Inetpub\wwwroot\.
  5. Open \Inetpub\wwwroot\nService4\Upgrade\nService415to416.sql in SQL Server Management Studio. Make sure you select the right database (nService4) from the database list next to the Execute button and then execute it.
  6. Restart nService4AppPool application pool in IIS Manager.
  7. To fix common problems, please refer to this article

Upgrade from 4.14 to 4.15 (January 18, 2010)

This version added the capability to customize the action forms. Please take the following steps to upgrade from version 4.14.

  1. Go to IIS manager to stop the nService4AppPool application pool.
  2. Backup \Inetpub\wwwroot\nService4\ by copying it to another location.
  3. Delete \Inetpub\wwwroot\nService4\ and \Windows\Microsoft.Net\Framework\2.0…\Temporary…\nService4\.
  4. Download http://avensoft.com/ns/nService4.zip and unzip it to \Inetpub\wwwroot\.
  5. Open \Inetpub\wwwroot\nService4\Upgrade\nService414to415.sql in SQL Server Management Studio. Make sure you select the right database (nService4) from the database list next to the Execute button and then execute it.
  6. Restart nService4AppPool application pool in IIS Manager.
  7. Go to nService website, Services. Remove Request ID and Subject from all View action fields.

Upgrade from 4.13 to 4.14 (January 1, 2010)

This version added the capability to customize the request detail page. Please take the following steps to upgrade from version 4.13.

  1. Go to IIS manager to stop the nService4AppPool application pool.
  2. Backup \Inetpub\wwwroot\nService4\ by copying it to another location.
  3. Delete \Inetpub\wwwroot\nService4\ and \Windows\Microsoft.Net\Framework\2.0…\Temporary…\nService4\.
  4. Download http://avensoft.com/ns/nService4.zip and unzip it to \Inetpub\wwwroot\.
  5. Open \Inetpub\wwwroot\nService4\Upgrade\nService413to414.sql in SQL Server Management Studio. Make sure you select the right database (nService4) from the database list next to the Execute button and then execute it.
  6. Restart nService4AppPool application pool in IIS Manager.
  7. Sign in to nService as a nService system administrator. Point your browser to /Upgrade/Upgrade413to414Page.aspx. Click Update Database.

Upgrade from 4.12 to 4.13 (November 6, 2009)

This version added the "Assigned To" in the request history. Please take the following steps to upgrade from version 4.12.

  1. Go to IIS manager to stop the nService4AppPool application pool.
  2. Backup \Inetpub\wwwroot\nService4\ by copying it to another location.
  3. Delete \Inetpub\wwwroot\nService4\ and \Windows\Microsoft.Net\Framework\2.0…\Temporary…\nService4\.
  4. Download http://avensoft.com/ns/nService4.zip and unzip it to \Inetpub\wwwroot\.
  5. Open \Inetpub\wwwroot\nService4\Upgrade\nService412to413.sql in SQL Server Management Studio. Make sure you select the right database (nService4) from the database list next to the Execute button and then execute it.
  6. Restart nService4AppPool application pool in IIS Manager.

Upgrade from 4.11 to 4.12 (November 1, 2009)

This version added 10 custom fields to the requests. These fields can be displayed on tabular reports. Please take the following steps to upgrade from version 4.11.

  1. Go to IIS manager to stop the nService4AppPool application pool.
  2. Backup \Inetpub\wwwroot\nService4\ by copying it to another location.
  3. Delete \Inetpub\wwwroot\nService4\ and \Windows\Microsoft.Net\Framework\2.0…\Temporary…\nService4\.
  4. Download http://avensoft.com/ns/nService4.zip and unzip it to \Inetpub\wwwroot\.
  5. Open \Inetpub\wwwroot\nService4\Upgrade\nService411to412.sql in SQL Server Management Studio. Make sure you select the right database (nService4) from the database list next to the Execute button and then execute it.
  6. Restart nService4AppPool application pool in IIS Manager.
  7. Sign in to nService as an administrator. Go to Products and edit all product categories that are on the 3rd, 4th and 5th level of the product catalog tree. Save them without change. Don't edit the products, just the categories. This would set the ancester IDs of all records in the product table. This is needed by the new product based request and asset search feature.

Upgrade from 4.10 to 4.11 (September 27, 2009)

We added a new HTML editor to this version along with some bug fixes. Please take the following steps to upgrade from version 4.10.

  1. Go to IIS manager to stop the nService4AppPool application pool.
  2. Backup \Inetpub\wwwroot\nService4\ by copying it to another location.
  3. Delete \Inetpub\wwwroot\nService4\ and \Windows\Microsoft.Net\Framework\2.0…\Temporary…\nService4\.
  4. Download http://avensoft.com/ns/nService4.zip and unzip it to \Inetpub\wwwroot\.
  5. Open \Inetpub\wwwroot\nService4\Upgrade\nService410to411.sql in SQL Server Management Studio. Make sure you select the right database (nService4) from the database list next to the Execute button and then execute it.
  6. Restart nService4AppPool application pool in IIS Manager.

Upgrade from 4.9 to 4.10 (July 7, 2009)

Please take the following steps to upgrade from version 4.9.

  1. Go to IIS manager to stop the nService4AppPool application pool.
  2. Backup \Inetpub\wwwroot\nService4\ by copying it to another location.
  3. Delete \Inetpub\wwwroot\nService4\ and \Windows\Microsoft.Net\Framework\2.0…\Temporary…\nService4\.
  4. Download http://avensoft.com/ns/nService4.zip and unzip it to \Inetpub\wwwroot\.
  5. Open \Inetpub\wwwroot\nService4\Upgrade\nService49to410.sql in SQL Server Management Studio. Make sure you select the right database (nService4) from the database list next to the Execute button and then execute it.
  6. Modify table ns4_user. Change the usr_email column from nvarchar(90) to nvarchar(250).
  7. Edit the content of table ns4_req_query. Go over each record that has rq_type = 2, 3 or 4. Copy the content from the rq_sql_select column to the rq_aggr_functions column.
  8. Open up \Inetpub\wwwroot\nService4\web.config and copy the following section <location path="Images"> ... </location>
  9. Copy the old web.config back to \Inetpub\wwwroot\nService4\. Open it up in notepad and paste the code from last step.
  10. Restart nService4AppPool application pool in IIS Manager.

Upgrade from 4.0 to 4.9 (April 25, 2009)

This version doesn't use an ODBC data source to connect to the database. Instead, it uses the connection string in web.config to do that. So make sure you correct this connection string to point to your server and database.

  1. Go to IIS manager to stop the nService4AppPool application pool.
  2. Backup \Inetpub\wwwroot\nService4\ by copying it to another location.
  3. Delete \Inetpub\wwwroot\nService4\ and \Windows\Microsoft.Net\Framework\2.0…\Temporary…\nService4\.
  4. Download http://www.avensoft.com/ns/nService4.zip and unzip it to \Inetpub\wwwroot\.
  5. Depending on the version of nService you are upgrading from, open one or more SQL script files in the \Inetpub\wwwroot\nService4\Upgrade\ folder in SQL Server Management Studio. Make sure you select the right database (nService4) from the database list next to the Execute button and then execute the scripts one by one.
    • nService400to401.sql
    • nService401to402.sql
    • nService402to403.sql
    • nService403to405.sql
    • nService405to406.sql
    • nService406to407.sql
    • nService407to408.sql
  6. Copy the old web.config back to \Inetpub\wwwroot\nService4\.
  7. Open up \Inetpub\wwwroot\nService4\web.config and correct the database connection string. If your SQL Server uses Windows integrated authentication, just correct the server and databaes. connectionString="Server=localhost\SQLEXPRESS; Database=nService4;Trusted_Connection=Yes;" If your SQL Server uses SQL Server authentication, change it to something like: connectionString="Server=MyServer;Database=pubs;User Id=MyUser;Password=MyPassword;" .
  8. Restart nService3AppPool/nService4AppPool application pool in IIS Manager.

Upgrade from 3.12 to 4.0 (September 1, 2007)

This version supports Unicode. You can now store text in multiple languages in to the database. In addition, it allows you to set up cascading services. Please take the following steps to upgrade from version 3.12.

  1. Install version 4 according to the instructions at http://avensoft.com/download.html.
  2. When you run ns4ms.sql to create the tables, run it in nService3's database.
  3. Run ns312to4ms.sql in SQL Server Management Studio. Make sure you select nService3 database before you execute the script.
  4. Modify your new nService4 ODBC data source from step #1 and set its default database back to nService3.

Upgrade to 3.12 (June 15, 2007)

This version fixed the Office 2007 attachment problem. Please take the following steps to upgrade.

  1. Go to IIS manager to stop the nService3AppPool application pool.
  2. Backup \Inetpub\wwwroot\nService3\ by copying it to another location.
  3. Delete \Inetpub\wwwroot\nService3\ and \Windows\Microsoft.Net\Framework\2.0…\Temporary…\nService3\.
  4. Download http://www.avensoft.com/ns/nService3.zip and unzip it to \Inetpub\wwwroot\.
  5. Copy the old web.config back to \Inetpub\wwwroot\nService3\.
  6. Modify your SQL Server nService3 database. Change the following mime type fields from varchar(30) to varchar(100)
        ns3_asn_file.anf_mime_type 
        ns3_sc_file.scf_mime_type
        ns3_srn_file.snf_mime_type
        ns3_article_file.af_mime_type
        ns3_email_file.emf_mime_type
  7. Restart nService3AppPool application pool in IIS Manager.

To fix the problem with the existing attachments in the database, you need to use the Attachments link in the history section to reattach them. You can right click on an attachment link, save it as a file on your local disk, and then replace the one in the database with the one on your local disk. This way, the MIME type gets corrected.

Upgrade HD2, BugTracker3, ServiceServer3

  1. Install nService 4 (http://avensoft.com/ns/nService4.zip)
  2. Create an ODBC data source to point to the nService4 database on your SQL Server. 
  3. Copy \Inetput\wwwroot\nService4\Upgrade\upgrade_hd2.hds, upgrade_bt3.bts or upgrade_ss3.cst to \hd2\webroot\script\folder.
  4. Open it up in Help Desk Studio, BugTracker Studio or Service Studio. Correct the data source settings if needed.
  5. Select Debug | Start to run the script.
  6. Sign in to nService4 web site as user ns4.admin with no password. Point your browser to http://nService4_website/Upgrade/UpgradePage.aspx to encrypt all passwords.

Upgrade Perfect Tracker 7 Help Desk data

  1. Please upgrade your Perfect Tracker 7 to Help Desk Server 2 first and then upgrade from HD2 to nService4.

Upgrade Perfect Tracker 6 data

  1. Copy \Inetput\wwwroot\nService4\Upgrade\upgrade_pt6??.hds to \pt6\script\folder. (Replace the ?? with the PT6 module you are upgrading: hd = Help Desk, cs = Customer Support, bt = Bug Tracer)
  2. Open it up in Perfect Tracker 6 Studio. Correct the data source settings if needed.
  3. Select Debug | Start to run the script.
  4. Sign in to nService4 web site as user ns4.admin with no password. Point your browser to http://nService4_website/Upgrade/UpgradePage.aspx to encrypt all passwords.
  5. Check everything to see if the data has been copied over. Set up routing rules if necessary.
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