NetResults Corporation  
N e t R e s u l t s   C o r p o r a t i o n   français    日本語
ProblemTracker Web-based Collaboration Software

Frequently Asked Questions

How Do I...in Version 5.x?

You can use your browser's search facility to search for keywords within this page.  

   


How can I use a copy of a ProblemTracker 3.x database to evaluate ProblemTracker Version 5?

Please go to the Support Downloads page to download the latest version of ProblemTracker 5.  If you are using Access as your database type, the readme.txt file for the version you download contains instructions for upgrading your Version 3.x database for use with Version 5.  This procedure will allow you to install ProblemTracker 5 on your machine while still using Version 3.  It is recommended that you set up your machine in this way so you can see how your data will be represented in Version 5 due to the new features that have been added.  The Version 5 Information page has details about how the latest version will affect your Version 3 data.  The procedure to test a copy of your data in Version 5 (without interfering with Version 3) referenced in the readme.txt file can be performed ONLY on workgroups using Access databases. Workgroups using SQL Server databases will be upgraded directly, therefore, running dry tests on SQL Server databases before actually using Version 5 for production will not work with the procedure in the readme.txt file. If your database type is SQL Server, please use the procedure below to test a copy of your Version 3 database with ProblemTracker Version 5.

NOTE:  Do not use this procedure if you are currently using Version 4.  Version 4 and Version 5 cannot be installed on the same machine without disturbing your Version 4 installation.  Installing Version 5 on your Version 4 machine will prevent you from accessing your Version 4 workgroups until the upgrade process is completed based on the steps in the Version 5 readme.txt file.  If you are using Version 4 and want to test Version 5, click here to see instructions to install and test Version 5 on a different machine from your production machine.  Or, you can test out the new features in Version 5 on our Public Demo Site.

SQL Server

  1. Make a backup of your SQL Server database before beginning this procedure.
  2. Install the latest version of ProblemTracker 5.  The latest version can be downloaded from the Support Downloads page.
  3. Log into the Workgroup Management System
  4. Add a new workgroup with database type "SQL Server" selected.  Ensure that the name of this new workgroup is not the same as your Version 3 workgroup so as not to conflict with your existing database.  Enter the required information and click Continue.  At the last step in the process of creating a new SQL Server workgroup, DO NOT click on the Initialize Tables button.
  5. Use SQL Data Transformation Services to export a copy of your Version 3 database into the new workgroup you created.
    1. Launch SQL Data Transformation Services (Import and Export Data) utility, then click Next.
    2. Select Microsoft OLE DB Provider for SQL Server for "Source".
    3. Select the option "Use SQL Authentication" with "PROBLEMTRACKER" as the username and password.
    4. In the Database pull down, select the database that you wish to export from (your Version 3 database), then click Next.
    5. Select Microsoft OLE DB Provider for SQL Server for "Destination".
    6. Select the option "Use SQL Authentication" with "PROBLEMTRACKER" as the username and password.
    7. In the Database pull down, select the database that you wish to export to (the database associated with the Version 5 workgroup you created above), then click Next.
    8. Select the option "Copy tables from source database", then click next.
    9. Select all tables, then click next.
    10. Check the box labeled "Run immediately", then click next. 
    11. Click on the Finish button to complete the export. Click OK after the export is successful.
  6. Go back to the WMS Home Page, click on the Workgroup Database Tools icon to the left of the new workgroup you created.  Select the radio button next to the option "Upgrade Data Only" and click on Continue.  You will be prompted when the operation has completed successfully.  
  7. If you wish to copy the Attachment files from your Version 3 workgroup for use with the Version 5 workgroup, copy the contents of the Attachments folder in your Version 3 workgroup directory.  If you chose the default during the Version 3 installation process, this can be found at C:\Inetpub\wwwroot\workgroup\Attachments.  Paste the contents of this folder into the Attachments folder of your Version 5 workgroup.  By default, the Version 5 Attachments folder can be found at C:\Inetpub\wwwroot\ProblemTracker\workgroup\Attachments. 
  8. Go back to the WMS Home Page, click on the Login icon to the left of the workgroup name.  

Your database has been upgraded to Version 5.  Please review the Version 5 Information page for details on how the new features will affect your Version 3 data.

Return to the FAQ index...

 

How can I use a copy of a ProblemTracker 4.x database to evaluate ProblemTracker Version 5?

NOTE:  This procedure can only be used to install Version 5 on a machine other than your production machine.  Please DO NOT use this procedure on your production machine as it will interfere with use of your Version 4 installation.  If you install Version 5 on your production machine, you will not be able to access Version 4 until you upgrade your workgroups to Version 5.

If you are using Access as your database type, see below for instructions.  If you are using SQL Server or Oracle as your database type, click here for instructions.

For Access Users

  1. Backup the database files and Attachments folders for each of your Version 4 workgroups using the instructions described in the Backup FAQ entry and keep the backup copies of the files in a safe place.
  2. Login to the Workgroup Management System on your production machine.  On the WMS Home Page, click on the View icon to the left of a workgroup and take note of the Character Set used by the workgroup as you will need to select the appropriate character set for each workgroup in a later step.
  3. Install the latest version of ProblemTracker on the test machine.  You can download the latest version of ProblemTracker from the Support Downloads page.  If you are not using a workgroup called pteval on your production machine, select "No" when prompted about whether to install "pteval (Evaluation Workgroup)" during the installation setup program.
  4. Login to WMS on the test machine by going to Start->Programs->NetResults ProblemTracker 5->Workgroup Management System
  5. Check to see whether a workgroup called pteval is present on the WMS Home page of the test machine.  

    If the pteval workgroup is NOT present, proceed to the next step.

    If the pteval workgroup is present AND you DO NOT have a workgroup called pteval on your production machine:

    1. Click on the delete icon next to the pteval workgroup.  A confirmation page will be displayed, check the box called "Also delete the workgroup database", then click on the Delete Workgroup button.  Click OK to confirm this operation.
    2. ProblemTracker installs several default users during the installation (for example, the users called "dev_mgr", "dev_one", "qa_mgr", etc).  If these users are not in use in the workgroups on your production machine, we would recommend deleting them from WMS on the test machine.  "Not in use" means these users do not appear in the User Administration section of the workgroups on your production machine.  If these users are not in use in the production workgroups, deleting these users is advantageous at this point in order to prevent any license conflicts because these users will count against your license key limits.  To delete a user in WMS on the test machine:
      1. Click on the Users icon
      2. Select the option called "Delete a User", then click on the Continue button
      3. Select the user to be deleted in the pulldown, then click on the Delete button.  Click OK when the operation is complete
      4. Repeat these steps until all of the default users are deleted.

    If the pteval workgroup is present AND you DO have a workgroup called pteval on your production machine:

    1. Click on the Workgroup Database Tools icon next to the pteval workgroup.
    2. Select the option called "Delete Tables", then click on the Continue button.
    3. A confirmation page will be displayed, click on the Delete Tables button, then click OK to proceed.
    4. Click on the Continue button to delete all references to the tables, then click OK when this is complete.
    5. ProblemTracker installs several default users during the installation (for example, the users called "dev_mgr", "dev_one", "qa_mgr", etc).  If these users are not in use in the workgroups on your production machine, we would recommend deleting them from WMS on the test machine.  "Not in use" means these users do not appear in the User Administration section of the workgroups on your production machine.  If these users are not in use in the production workgroups, deleting these users is advantageous at this point in order to prevent any license conflicts because these users will count against your license key limits.  To delete a user in WMS on the test machine:
      1. Click on the Users icon
      2. Select the option called "Delete a User", then click on the Continue button
      3. Select the user to be deleted in the pulldown, then click on the Delete button.  Click OK when the operation is complete
      4. Repeat these steps until all of the default users are deleted.
    6. Paste in the backup copy of the database file (bugtrack.mdb) into the pteval workgroup folder of the installation directory on the test machine.  By default, this location will be C:\Inetpub\wwwroot\ProblemTracker\pteval\Database\bugtrack.mdb.  Or, you can find the location for pteval directory by clicking on the Home icon in WMS.  Select "Yes" to replace the current bugtrack.mdb file.
    7. Paste in the contents of the Attachments folder into the pteval workgroup installation directory on the test machine.  By default, this location will be C:\Inetpub\wwwroot\ProblemTracker\pteval\Attachments.  Or, you can find the location for pteval directory by clicking on the Home icon in WMS.
    8. Click on the Workgroup Database Tools icon for the pteval workgroup.  Select the option called "Upgrade Data Only", then click on the Continue button.  A confirmation page will be displayed, click on the Upgrade Data button, then click OK to proceed.  You may be prompted to select time zones for your Version 4 data if you are upgrading from Version 4.0 - 4.0.3
    9. After the database is upgraded, you will be prompted to Upgrade your Users by clicking on the "Upgrade Users" button.  Use the information provided in the Upgrade a Workgroup from Version 4.x to 5.x Help section for more information on upgrading your users. 
    10. Your pteval workgroup has been upgraded to the latest version on the test machine.  You do not need to complete the remaining steps for the pteval workgroup.  If you have workgroups other than pteval on your production machine, proceed with the next step.

     

  6. In WMS, click on the Add button to create a new workgroup to match a workgroup on your production machine.  Enter the same workgroup name as one of the workgroups installed on the production machine. Be sure to select the correct character set for the workgroup as noted in one of the previous steps.  Also, be sure to select the correct time zone for the workgroup.
  7. Paste in the backup copy of the database file (bugtrack.mdb) into the workgroup folder of the installation directory on the test machine.  By default, this location will be C:\Inetpub\wwwroot\ProblemTracker\workgroup\Database\bugtrack.mdb.  Or, you can find the location for each workgroup directory by clicking on the Home icon in WMS.  Select "Yes" to replace the current bugtrack.mdb file.
  8. Paste in the contents of the Attachments folder into the workgroup installation directory on the test machine.  By default, this location will be C:\Inetpub\wwwroot\ProblemTracker\workgroup\Attachments.  Or, you can find the location for each workgroup directory by clicking on the Home icon in WMS.
  9. Click on the Workgroup Database Tools icon for the workgroup you created.  Select the option called "Upgrade Data Only", then click on the Continue button.  A confirmation page will be displayed, click on the Upgrade Data button, then click OK to proceed.  You may be prompted to select time zones for your Version 4 data if you are upgrading from Version 4.0 - 4.0.3
  10. After the database is upgraded, you will be prompted to Upgrade your Users by clicking on the "Upgrade Users" button.  Use the information provided in the Upgrade a Workgroup from Version 4.x to 5.x Help section for more information on upgrading your users. 
  11. Repeat steps 6 - 10 for each workgroup you have installed on the production machine that you wish to set up on the test machine.
  12. Login to the workgroups on the test machine to begin using ProblemTracker 5.  After you are done testing, please be sure to delete the test workgroup and its database.  To upgrade the ProblemTracker installation on your production machine, please use the appropriate set of instructions listed next to the latest version on the Support Downloads page.

For SQL Server or Oracle users

  1. Using your database's backup facility, make a backup of the database files for each of your Version 4 workgroups.
  2. Using the instructions described in the Backup FAQ entry, backup the WMS database for your Version 4 installation and keep the backup file in a safe place.
  3. Using the instructions described in the Backup FAQ entry, backup the Attachments folder for each workgroups in your Version 4 installation and keep the backup files in a safe place.
  4. Login to the Workgroup Management System on your production machine.  On the WMS Home Page, click on the View icon to the left of a workgroup and take note of the Character Set used by the workgroup as you will need to select the appropriate character set for each workgroup in a later step.
  5. Install the latest version of ProblemTracker on the test machine.  You can download the latest version of ProblemTracker from the Support Downloads page.  If you are not using a workgroup called pteval on your production machine, select "No" when prompted about whether to install "pteval (Evaluation Workgroup)" during the installation setup program.
  6. Login to WMS on the test machine by going to Start->Programs->NetResults ProblemTracker 5->Workgroup Management System
  7. Check to see whether a workgroup called pteval is present on the WMS Home page of the test machine.  

    If the pteval workgroup is NOT present, proceed to the next step.

    If the pteval workgroup is present AND you DO NOT have a workgroup called pteval on your production machine:

    1. Click on the delete icon next to the pteval workgroup.  A confirmation page will be displayed, check the box called "Also delete the workgroup database", then click on the Delete Workgroup button.  Click OK to confirm this operation.
    2. ProblemTracker installs several default users during the installation (for example, the users called "dev_mgr", "dev_one", "qa_mgr", etc).  If these users are not in use in the workgroups on your production machine, we would recommend deleting them from WMS on the test machine.  "Not in use" means these users do not appear in the User Administration section of the workgroups on your production machine.  If these users are not in use in the production workgroups, deleting these users is advantageous at this point in order to prevent any license conflicts because these users will count against your license key limits.  To delete a user in WMS on the test machine:
      1. Click on the Users icon
      2. Select the option called "Delete a User", then click on the Continue button
      3. Select the user to be deleted in the pulldown, then click on the Delete button.  Click OK when the operation is complete
      4. Repeat these steps until all of the default users are deleted.

    If the pteval workgroup is present AND you DO have a workgroup called pteval on your production machine.  These steps assume the pteval workgroup on your production machine uses Access as the database type.  If the pteval workgroup on your production machine has been migrated to SQL Server or Oracle, please contact NetResults Technical Support for instructions :

    1. Click on the Workgroup Database Tools icon next to the pteval workgroup.
    2. Select the option called "Delete Tables", then click on the Continue button.
    3. A confirmation page will be displayed, click on the Delete Tables button, then click OK to proceed.
    4. Click on the Continue button to delete all references to the tables, then click OK when this is complete.
    5. ProblemTracker installs several default users during the installation (for example, the users called "dev_mgr", "dev_one", "qa_mgr", etc).  If these users are not in use in the workgroups on your production machine, we would recommend deleting them from WMS on the test machine.  "Not in use" means these users do not appear in the User Administration section of the workgroups on your production machine.  If these users are not in use in the production workgroups, deleting these users is advantageous at this point in order to prevent any license conflicts because these users will count against your license key limits.  To delete a user in WMS on the test machine:
      1. Click on the Users icon
      2. Select the option called "Delete a User", then click on the Continue button
      3. Select the user to be deleted in the pulldown, then click on the Delete button.  Click OK when the operation is complete
      4. Repeat these steps until all of the default users are deleted.
    6. Paste in the backup copy of the database file (bugtrack.mdb) into the pteval workgroup folder of the installation directory on the test machine.  By default, this location will be C:\Inetpub\wwwroot\ProblemTracker\pteval\Database\bugtrack.mdb.  Or, you can find the location for pteval directory by clicking on the Home icon in WMS.  Select "Yes" to replace the current bugtrack.mdb file.
    7. Paste in the contents of the Attachments folder into the pteval workgroup installation directory on the test machine.  By default, this location will be C:\Inetpub\wwwroot\ProblemTracker\pteval\Attachments.  Or, you can find the location for pteval directory by clicking on the Home icon in WMS.
    8. Click on the Workgroup Database Tools icon for the pteval workgroup.  Select the option called "Upgrade Data Only", then click on the Continue button.  A confirmation page will be displayed, click on the Upgrade Data button, then click OK to proceed.  You may be prompted to select time zones for your Version 4 data if you are upgrading from Version 4.0 - 4.0.3
    9. After the database is upgraded, you will be prompted to Upgrade your Users by clicking on the "Upgrade Users" button.  Use the information provided in the Upgrade a Workgroup from Version 4.x to 5.x Help section for more information on upgrading your users. 
    10. Your pteval workgroup has been upgraded to the latest version on the test machine.  You do not need to complete the remaining steps below for the pteval workgroup.  If you have workgroups other than pteval on your production machine, proceed with the next step.

     

  8. In WMS, click on the Add button to create a new workgroup to match a workgroup on your production machine.  Enter a different name for this workgroup than the original workgroups installed on the production machine. Choosing a different name in this step is crucial so that your production data is not disturbed.  Be sure to select the correct character set for the workgroup as noted in one of the previous steps.  Also, be sure to select the correct time zone for the workgroup.  Once the workgroup has been created, DO NOT click on the "Initialize Tables" button.
  9. Click on the Home icon to return to the WMS Home Page.  Click on the "Workgroup Database Tools" icon to the left of the new workgroup you created.  Select the option called "Create Tables", then click on the Continue button.  A confirmation page will be displayed, click on the Create Tables button to proceed, then click OK to confirm.  Click OK when the operation is complete.  
  10. If you are using Oracle as your database type, use the Oracle's data import / export utility to import the database from your production workgroup into this new workgroup, then proceed to the next step.

    If you are using SQL Server as the database type, use the SQL Data Transformation Services (DTS) Utility to import the database from your production workgroup into this new workgroup using the sub-steps below.  

    1. Launch SQL Data Transformation Services (Import and Export Data) utility, then click Next.
    2. Select Microsoft OLE DB Provider for SQL Server for "Source".
    3. Select the option "Use SQL Authentication" with "PROBLEMTRACKER" as the username and password.
    4. In the Database pull down, select the database that you wish to export from (your production Version 4 database), then click Next.
    5. Select Microsoft OLE DB Provider for SQL Server for "Destination".
    6. Select the option "Use SQL Authentication" with "PROBLEMTRACKER" as the username and password.
    7. In the Database pull down, select the database that you wish to export to (the database associated with the Version 5 workgroup you created above), then click Next.
    8. Select the option "Copy tables from source database", then click next.
    9. Select all tables, then click next.
    10. Check the box labeled "Run immediately", then click next. 
    11. Click on the Finish button to complete the export. Click OK after the export is successful.

     

  11. Paste in the contents of the Attachments folder into the workgroup installation directory on the test machine.  By default, this location will be C:\Inetpub\wwwroot\ProblemTracker\workgroup\Attachments.  Or, you can find the location for the workgroup by clicking on the Home icon in WMS and checking the value of the Location column.
  12. Click on the Workgroup Database Tools icon for the workgroup you created.  Select the option called "Upgrade Data Only", then click on the Continue button.  A confirmation page will be displayed, click on the Upgrade Data button, then click OK to proceed.  You may be prompted to select time zones for your Version 4 data if you are upgrading from Version 4.0 - 4.0.3
  13. After the database is upgraded, you will be prompted to Upgrade your Users by clicking on the "Upgrade Users" button.  Use the information provided in the Upgrade a Workgroup from Version 4.x to 5.x Help section for more information on upgrading your users. 
  14. Repeat steps 8 - 13 for each workgroup you have installed on the production machine that you wish to set up on the test machine.
  15. Login to the workgroups on the test machine to begin using ProblemTracker 5.    After you are done testing, please be sure to delete the test workgroup and its database.  To upgrade the ProblemTracker installation on your production machine, please use the appropriate set of instructions listed next to the latest version on the Support Downloads page.

 

Return to the FAQ index...

 

 

How can I login to a ProblemTracker Version 5.x workgroup?

The Evaluation Workgroup named pteval has a basic template installed so you can immediately begin using ProblemTracker.  If you chose to install pteval (by default it will be installed), login by going to the Start Menu link:

Start -> Programs -> NetResults ProblemTracker -> Evaluation Workgroup

Alternatively, you can use the following URL to login to the pteval workgroup:

http://servername/pteval

where "servername" is the TCP/IP hostname of the machine where the ProblemTracker server software is installed.

You will be presented with the login screen. Enter Admin as the user name and password to log in. It is recommended that you change this default password during your first login session by clicking on the Preferences link in the upper right corner of the Home Page.

To login to any other workgroup you may have created, use this URL:

http://servername/workgroupname

where "servername" is the TCP/IP hostname of the machine where the ProblemTracker software is installed and "workgroupname" is the name of the ProblemTracker workgroup. When presented with the login screen, use Admin as the user name and password to login for the first time.

Click here for more information on logging into a Workgroup.

Return to the FAQ index...

 

How can I change my password in Version 5.x?

To change your user password in ProblemTracker Version 4.0 or newer:

  1. Login to the ProblemTracker workgroup
  2. Click on the "Preferences" link that is present on the "Home" page. 
  3. In the "Preferences" page, enter the new password in the fields present under "User Password Settings" and click "OK".
For more information on setting your preferences, please review the Preferences Help section.

Return to the FAQ index...

 

When I try to edit the fields in a problem record, I get a gray screen with some buttons on it, but none of the fields show up. What is the problem?

The fields for the problem record will not show up if you have not been assigned the "Edit Fields" privilege by your ProblemTracker administrator.  Please contact your ProblemTracker administrator about the privileges assigned to you.

To give a group of users the "Edit Fields" privilege:

  1. Login ProblemTracker as Admin (or any other user with "Admin" privilege), then click on the "Admin" button. 
  2. Click on the "User Administration" button, then click on "Edit Groups" button . 
  3. Click on the "Edit" button to the left of the user group you wish to modify. 
  4. Check the box for the privilege "Edit Fields" to allow the group to be able to edit the fields in a problem record, then click on the "OK" button. Now these users will be able to access the fields for a problem record on the "Edit" page.

Please note when you have the privilege set for the "Users" group then all users will be able to edit the fields of the problem record.  If you want to have the privilege set for a particular group then set the privilege for that particular group and also remove that privilege from the "Users" group.  For more information, please review the Help section called Privileges.

Return to the FAQ index...

 

How can I access the Customer Bug Page in Version 5.x?

You can access the "Customer Bug Page" by using the URL http://servername/workgroup/Internet/user_add.asp where servername is the TCP/IP name of the machine where the ProblemTracker is installed, and workgroup is one of your installed workgroups (i.e., ptweb, ptdev, etc.). 

For example, if you installed the software development workgroup on a server named MyServer and wanted to access the Customer Bug Page for the ptdev workgroup, then you would use this URL: 

http://MyServer/ptdev/Internet/user_add.asp 

Return to the FAQ index...

 

How do I install a new workgroup in Version 5.x?

You can install a new workgroup in ProblemTracker Version 4.0 or newer by logging into the Workgroup Management System and following the steps in the Help section called Adding a Workgroup.  

Return to the FAQ index...

 

How do I define Task Fields in Version 5.x?

ProblemTracker Version 4.0 and newer use "Transitions" to move from one state to another in the workflow.  Task Fields can be defined for each Transition.  To define a Task Field for a transition:

  1. Login ProblemTracker as Admin (or any other user with "Admin" privilege), then click on the "Admin" button. 
  2. Click on the "Define Workflow" button and then click on the "Transitions" button to the left of the state for which you wish to define "Task Fields". 
  3. Click on the "Task Fields" button to the left of the Transition you wish to modify.
  4. Then add the fields that you want to appear in the "Task" operation from "Not In Use" column to "In Use" column. To add the fields from "Not In Use" column to "In Use" column, select the particular field in "Not In Use" column and then click on the "<<Add" button.
  5. You can also modify the attributes of the Task field by clicking on the task field in the "in Use" column, then clicking on the "Edit" button.

For more information about Task Fields and Transitions, please review the Workflow Transitions section in the Help document.

Return to the FAQ index...

 

How do I set up ProblemTracker Version 5.x such that the user who reported the problem record can receive email notification messages?

To set up a notification rule that involves the user who reported a problem record:

  1. Determine the actions will trigger a notification to the "Reporter".  For example, the Reporter should be notified when a problem record is Closed.
  2. Login to ProblemTracker as Admin (or any other user with "Admin" privilege), then click on the "Admin" button. 
  3. Click on the "Email Configuration" button. 
  4. Select a product in the pulldown present under "Set Email Preferences For Product:", then click on the "Set Email Preferences" button. 
  5. Create a rule to include the "Reporter" using the first row of pulldown menus in the Edit Email Preferences section.  For example, to create a rule to notify the reporter when a problem record is closed, you will choose the following for the first row of pulldowns:  "change of", "Status", "Closed", "Reporter".  Then, click on the "Add Notification" button to save the new rule.  On occasion, you may get the error "Rule already exists.  Please edit the existing rule to make the changes.".  This message indicates that there is a similar rule already set up in your list of email preferences.  You can click on the existing rule and click on the Edit Notification button to modify the existing rule.

Keep in mind that an email notification message going to the user who reported a problem record will only be sent if there is an email address in the User administration section for that user.  If a problem record was reported using the Customer Bug Page, a notification message will not be sent to the reporter.  This is because problem records submitted via the Customer Bug Page are listed in the database as being reported by the "Inet" user.

For more details on configuring notification rules, please review the Email Notification Preferences section in the Help document.  

Return to the FAQ index...

 

How do I set up ProblemTracker Version 5.x such that a user group can receive email notification messages?

To set up a notification rule that involves a user group:

  1. Determine the actions will trigger a notification to a particular user group.  For example, a group called "QA" should be notified when a problem record is moved to the "In Test" state.
  2. Login to ProblemTracker as Admin (or any other user with "Admin" privilege), then click on the "Admin" button. 
  3. Click on the "Email Configuration" button. 
  4. Select a product in the pulldown present under "Set Email Preferences For Product:", then click on the "Set Email Preferences" button. 
  5. Create a rule to include a user group using the first row of pulldown menus in the Edit Email Preferences section.  For example, to create a rule to notify the "QA" group when a problem record is moved to the "In Test" state, you will choose the following for the first row of pulldowns:  "change of", "Status", "In Test", "(name of User Group)".  Then, click on the "Add Notification" button to save the new rule.  On occasion, you may get the error "Rule already exists.  Please edit the existing rule to make the changes.".  This message indicates that there is a similar rule already set up in your list of email preferences.  You can click on the existing rule and click on the Edit Notification button to modify the existing rule.

Keep in mind that an email notification message going to a user group will only be sent to users in that group who have a valid email address entered in their user profile in the User administration section.  

For more details on configuring notification rules, please review the Email Notification Preferences section in the Help document.  

Return to the FAQ index...

 

How do I restrict users from tasking a record that is not assigned to them?

In Versions 5.5 or newer, there are 3 user group privileges related to limiting users from tasking records:

The steps for granting user group privileges can be found in the Privileges section of the Administrative Help Guide.

In Versions 5.0 - 5.0.2, an option is available in General Preference that allows you to restrict users from tasking a record that is not assigned to them.  To enable this option:

  1. Login to ProblemTracker as Admin (or any other user with "Admin" privilege), then click on the "Admin" button. 
  2. Click on the "General Preferences" button.
  3. In the "General Options" section, set the option "Restrict Task operation to Current Assignee"  to "Yes" and click "OK".

Return to the FAQ index...

 

How do I pick "Status" and/or "Assigned To" as Task Fields in Version 5.x?

In ProblemTracker Version 4.0 and newer, "Status" and "Assigned To" cannot be selected as Task Fields.  The concept of "Transitions" for each workflow state was introduced in ProblemTracker Version 4.0.  Each transition has Status and Assigned To as properties, making it unnecessary to select these fields as Task fields.

When defining a transition for a state, you have the opportunity to define a new state and new assignee for the transition.  Part of the flexibility of transitions is the ability to specify a group of states or group of assignees to choose from when choosing a transition in the Task operation.  The section called Workflow Transitions in the Help document discusses how to configure Transitions and Task fields.  The sub-section called "Adding a New Transition" (in the Customizing Workflow Help section) lists the options for selecting a new state and new assignee for a transition.

Return to the FAQ index...

 

 

How do I customize the Home Page Reports in Version 5.x?

Both the query and the report layout can be customized for each of the reports on the Version 5.x home page.

Query

The default query used for the top and bottom home page reports are the saved queries "Assigned To Me" and "Reported By Me", respectively.  You can customize the criteria for these saved queries or you can define your own saved queries to use for the home page reports.

To customize the criteria for the saved queries "Assigned To Me" and / or "Reported By Me":

  1. Login to ProblemTracker, then click on the Query icon.
  2. In the Saved Queries pulldown at the top of the page, select "Assigned To Me [Users]" or "Reported By Me [Users]" and click on the Edit button to the right.
  3. The current criteria for the saved query will be displayed.  Make changes to the criteria, then click OK.

OR

To create a new saved query to use for one of the reports on the Home Page:

  1. Login to ProblemTracker, then click on the Query icon.
  2. Click on the Add button to the right of the Saved Queries pulldown menu at the top of the page.
  3. Select whether it will be a personal or group query, select the group if applicable, and enter a name for the saved query.
  4. Select the criteria for the saved query and click OK.
  5. Go to the Home Page and click on the link called "Preferences".
  6. Scroll down to the Report Settings section.  Select the saved query you created for either the "First Home Page Report", the "Second Home Page Report", or "Third Home Page Report".  Then, click OK.

OR

You have the option to remove the Second or Third Home Page Reports from being displayed.  To do this:

  1. Login to ProblemTracker.  
  2. On the Home Page, click on the link called "Preferences".
  3. Scroll down to the Report Settings section.  For the "Second Home Page Report" or "Third Home Page Report" field, select the option "<No Report>", then click OK. 

Report Layout

The default report layouts used by the "Assigned To Me" and "Reported By Me" queries are "Home Report1" and "HomeReport2", respectively.  

To customize the report layout for the "Assigned To Me" and / or "Reported By Me" Home Page reports:

  1. Login to ProblemTracker, then click on the Query icon.
  2. In the Report Layouts pulldown at the top of the page, select "Home Report1 [Users]" or "Home Report2 [Users]" and click on the Edit button to the right.
  3. The current options for the report layout will be displayed.  Make changes to the columns, then click OK.

OR

To create a new report layout to use for one of the reports on the Home Page:

  1. Login to ProblemTracker, then click on the Query icon.
  2. Click on the Add button to the right of the Report Layouts pulldown menu at the top of the page.
  3. Enter a name for the report layout, then select whether it will be a personal or group report layout, and select the group if applicable.
  4. Select the columns for the report layout and click OK.
  5. On the Query Page, select the saved query that is being used on the Home Page Report you wish to change (by default "Assigned To Me [Users]" or "Reported BY Me [Users]" from the Saved Queries pulldown menu at the top of the page.  Click Edit to the right of the saved queries pulldown.
  6. The saved query criteria will be displayed.  Scroll down to the bottom of the page.  In the Report Layout field, select the name of the report layout you created, then click OK.

Return to the FAQ index...

 

How can I search for all records assigned to or reported by a User Group in Version 5.x?

  1. Login ProblemTracker and click on the "Query" icon. 
  2. Click on the pulldown "Assigned To" or "Reported by" (according to your criteria) and select the particular User Group from the menu options.  User Groups are listed in square brackets, for example, [Users]. 
  3. Click on the "Run Query" button to get all the records assigned to or reported by that User Group.

Return to the FAQ index...

 

What is the Workgroup Management System?

The Workgroup Management System (WMS) is a central interface to create and maintain your ProblemTracker workgroups.  Please review the WMS Overview section in the Online Help document to familiarize yourself with features in the Workgroup Management System.

Return to the FAQ index...

 

How do I login to the Workgroup Management System? 

If you are using Version 6.0.0 or newer, please use this KB article for steps to login to the Workgroup Management System (WMS).

NOTE:  It is important that you temporarily disable your anti-virus software while using the Workgroup Management System (WMS).  This is necessary because the operations in WMS perform administrative operations such as copying files, setting file and registry permissions, and setting IIS configuration.  Some anti-virus programs may not allow these operations to be done successfully, therefore, it is best to disable the anti-virus software while you are using WMS.  You can safely re-activate your anti-virus software after completing the WMS operations.  

The Workgroup Management System (WMS) is the interface used to add and maintain workgroups and users.   To login to WMS:

  1. Logging into WMS requires that you are logged in as a Windows (NT/2000) user that has local Administrator privileges on the machine where ProblemTracker is installed.  If you are not logged into the machine as such a user, log out of Windows, then log back in as a user with local Administrator privileges.
  2. Use the Start Menu link to access the login page: 

    Start -> Programs -> NetResults ProblemTracker -> Workgroup Management System

    or use the URL:

    http://localhost/ptadmin

    where "localhost" indicates the web server on the local machine.

  3. You may be presented with a Windows pop up dialog (that is not a web page that says "Workgroup Management System Login Page"), enter the user name, password, and domain for the Windows (NT/2000) user account that you used to login to the machine in step a (a user that has local Administrator privileges).  If you are not presented with a pop up dialog, your Internet Explorer browser is implicitly authenticating your Windows user login to validate your access to the WMS Login Page.
  4. If the Workgroup Management System Login Page is displayed with a "warning" under the login box OR if you did not reach the Workgroup Management System Login Page because you received the error "You are not authorized to view this page...HTTP 401.1", this indicates that the Windows (NT/2000) user name, password, and /or domain you provided did not have local Administrator privileges on the ProblemTracker server machine.  Try again starting with step a; you may need to logout and login as a different Windows (NT/2000) user that has local Administrator privileges.

    If you received an error "You are not authorized to view this page...HTTP 403.6", this indicates that you are trying to access WMS from a remote machine when your system is set up with only local access (this is the default choice in the installation).  Try again to login to WMS from the machine where ProblemTracker is installed starting at step a.

  5. When presented with the Workgroup Management System Login Page, enter ptadmin as the user name and password.  It is recommended that you change this password when logging in for the first time by clicking on the Admin icon in the top button bar.  Then, select the option called "WMS User Administration" and click on the Continue button.

     

By default, WMS is configured to allow remote access from any machine.  However, the user attempting to access WMS is required to enter local Administrator credentials for the ProblemTracker machine in order to access WMS.  Click here if you want to reconfigure WMS to allow only local access.

Return to the FAQ index...

 

How can I upgrade to ProblemTracker Version 5 and move my ProblemTracker installation to another machine at the same time?

This FAQ entry provides the steps needed to simultaneously move your ProblemTracker installation and upgrade to the latest version.  Click on the link below that corresponds to the version of ProblemTracker you are currently using

Versions 5.0. - 5.5.4
Versions 4.0 - 4.1.1
Versions 3.0 - 3.6.1

Versions 5.0 - 5.5.4

It is NOT possible to move data from an older 5.x version to a machine using the latest version.  There are 2 ways to approach move and upgrade a Version 5.x system:

Option 1 - Upgrade your current installation to the latest version, then perform the steps to move the installation to a new machine

OR

Option 2 - Move your current installation to the new machine, then upgrade the new machine to the latest version

 

Option 1 - Upgrade your current installation to the latest version, then perform the steps to move the installation to a new machine

  1. Go to the Latest Version Information Page and click on the link that corresponds to the current version you are using.  Perform the upgrade procedure listed on the page that corresponds to your current version.  
  2. After completing all of the steps in that procedure to upgrade the old machine to the latest version, use the steps in the Move Version 5.x FAQ entry to move your installation to another machine.

Option 2 - Move your current installation to the new machine, then upgrade the new machine to the latest version

NOTE:  If you are using Versions 5.0 - 5.5.1 and your current machine is not Windows Server 2003 and you are attempting to move to a Windows Server 2003 machine, this option cannot be used.  Use Option 1 above instead.

  1. Use the Move Version 5.x FAQ entry to move your installation to the new machine
  2. Go to the Latest Version Information Page and click on the link that corresponds to the current version you are using.  Perform the upgrade procedure listed on the page that corresponds to your current version. 

 

Upgrading and Moving Versions 4.0 - 4.1.1 to the latest version

Click on the link below that corresponds to the database type you are using:

Access
SQL Server or Oracle

Version 4.x Access Databases

  1. Login to the Workgroup Management System on the old machine and block each of your workgroups while you backup the data and perform the steps below.
  2. Make a backup copy of each of your database and attachments folder and keep them in a safe place.  If you do not know how to backup your database(s), please refer to the Database Administration section of the Help document.
  3. As of ProblemTracker Version 5.5, a new key is required for use of the Inet Page (Customer Bug Page).  If you have not received this key, please contact NetResults Technical Support.
  4. Install the latest version.  To do this, login to the web server machine as Administrator and then run (double-click from Windows Explorer) installation setup program.  To download the latest version of ProblemTracker 5, please click here.  When prompted whether to install the evaluation workgroup (pteval), select NO.  If you choose locations other than the defaults for installing the ProblemTracker files, take note of these locations as you will need them in later steps.  Enter your license key(s) information by going to Start->Programs->NetResults ProblemTracker 5->ProblemTracker License Manager
  5. After running the installation setup program, login to the Workgroup Management System on the new machine by going to Start->Programs->NetResults ProblemTracker 5->Workgroup Management System->Login Page
  6. Check to see whether a workgroup called pteval is present on the WMS Home Page.  If it is present, click on the delete icon to the left of the pteval workgroup.  A confirmation page will be displayed, check the option called "Also delete workgroup database", then click on the Delete Workgroup button.  Click OK to confirm the delete operation.  Once the pteval workgroup is deleted successfully, log out of the Workgroup Management System 
  7. Click on the Add button to create a new workgroup to match a workgroups in your Version 4.x installation on the old machine.  The name of this new workgroup, the database type (Access), and the character set MUST match the information entered for the workgroup on the old machine.  To see this information for the old workgroup, log into WMS on the old machine, then click on the View icon to the left of the workgroup.  For details on other settings used when adding a new workgroup, please refer to the Add Workgroup help section.  After making selections, click on the Continue button to proceed.  
    1. A confirmation page will be displayed.  Click on the Create Workgroup button to finish adding the new workgroup.
    2. On the WMS Home page, click on the Workgroup Database Tools icon next to the new workgroup you created.  Select the option "Delete Tables", then click on the Continue button.  A confirmation page will be displayed, click on the Delete Tables button to proceed, then click OK to confirm the operation.  Click the Continue button to delete the associations, then click OK when complete.
    3. Repeat step 7 and the sub steps to create a new workgroup on the new machine to replace each workgroup on the old machine.
  8. After creating a new workgroup to replace each workgroup on the old machine, copy the following files from the old machine to the new machine for each workgroup:
    1. Contents of the  Attachments folder for each workgroup - by default, this can be found at C:\Inetpub\wwwroot\ProblemTracker\workgroup\Attachments.  Copy the contents of this folder to the appropriate location for this workgroup on the new machine.  Repeat this step for each workgroup displayed on the WMS Home Page.
    2. Copy the database file (bugtrack.mdb) for each workgroup from the old machine to the new machine.  By default, the bugtrack.mdb file can be found at C:\Inetpub\wwwroot\ProblemTracker\workgroup\Database\bugtrack.mdb.  Select Yes to replace the existing file on the machine.  Repeat this step for each workgroup.
  9. Click on the Home icon in WMS.
  10. Click on the Workgroup Database Tools icon to the left of one of the workgroups.
  11. Select the option called "Upgrade Data Only", then click Continue
  12. A confirmation page will be displayed.  Click on the "Upgrade Database" button to proceed.  Use the information in the Upgrade a Workgroup from Version 4.x to 5.x Help section to make selections while upgrading your data.  Click OK when the database has been upgraded.
  13. Click on the Home icon in WMS
  14. Click on the Workgroup Database Tools icon to the left of one of the workgroups.
  15. Select the option called "Upgrade Users Only", then click Continue
  16. A list of users will be displayed.  If the "Action" column contains any "Resolve" buttons, you need to resolve some user conflicts before the users can be upgraded.  Use the information in the Upgrade a Workgroup from Version 4.x to 5.x help section to resolve the conflicts. If the "Action" column does not contain any "Resolve" buttons, proceed to step 17.
  17. After all conflicts have been resolved, click on the Upgrade Users button. When the users have been upgraded, a confirmation page will be displayed.
  18. On the WMS Home Page, click on the key icon to the left of a workgroup to login to the workgroup to verify the move and upgrade was successful.
  19. Repeat steps 9 - 18 for each workgroup displayed on the WMS Home Page.
  20. Please uninstall ProblemTracker from the old machine so that users will not attempt to login to the data using the settings on the old machine.  To uninstall on the old machine:
    1. On the old machine, go to Start->Programs->NetResults ProblemTracker 4->Repair-Uninstall ProblemTracker
    2. Click Next
    3. Select the option "Remove", then click Next
    4. Select the option for the items you want uninstalled.  "Databases" refers to the WMS database.  Click Next.
    5. You have uninstalled ProblemTracker from the old machine.

Version 4.x SQL Server or Oracle Databases

If you are using SQL Server or Oracle as the database type for any workgroup, this procedure assumes that the SQL Server or Oracle databases will remain on the same machine where they currently reside.  If you also need to move the SQL Server or Oracle installation to another machine, please DO NOT use this procedure.  Contact NetResults Technical Support for the appropriate steps.

  1. Login to the Workgroup Management System on the old machine and block each of your workgroups while you backup the data and perform the steps below.
  2. Make a backup copy of each of your database and attachments folder and keep them in a safe place.  If you do not know how to backup your database(s), please refer to the Database Administration section of the Help document.
  3. As of ProblemTracker Version 5.5, a new key is required for use of the Inet Page (Customer Bug Page).  If you have not received this key, please contact NetResults Technical Support.
  4. Install the latest version.  To do this, login to the web server machine as Administrator and then run (double-click from Windows Explorer) installation setup program.  To download the latest version of ProblemTracker 5, please click here.  When prompted whether to install the evaluation workgroup (pteval), select NO.  If you choose locations other than the defaults for installing the ProblemTracker files, take note of these locations as you will need them in later steps.  Enter your license key(s) information by going to Start->Programs->NetResults ProblemTracker 5->ProblemTracker License Manager
  5. After running the installation setup program, login to the Workgroup Management System on the new machine by going to Start->Programs->NetResults ProblemTracker 5->Workgroup Management System->Login Page
  6. Check to see whether a workgroup called pteval is present on the WMS Home Page.  If it is present, click on the delete icon to the left of the pteval workgroup.  A confirmation page will be displayed, check the option called "Also delete workgroup database", then click on the Delete Workgroup button.  Click OK to confirm the delete operation.  Once the pteval workgroup is deleted successfully, log out of the Workgroup Management System 
  7. If you are using Oracle as the database type, perform the steps in the Using Oracle 8i or later Help section to create one test database for each Version 4 database you are upgrading.
  8. Click on the Add button to create a new workgroup to match a workgroups in your Version 4.x installation on the old machine.  Select a name for this workgroup that is different than your original workgroup (you are setting up a test workgroup so you can ensure the move / upgrade is successful before upgrading your production data).  The database type and the character set MUST match the information entered for the workgroup on the old machine.  To see this information for the old workgroup, log into WMS on the old machine, then click on the View icon to the left of the workgroup.  For details on other settings used when adding a new workgroup, please refer to the Add Workgroup help section.  After making selections, click on the Continue button to proceed.  
    1. If you selected Oracle as the database type, a confirmation page will be displayed.  Click on the Create Workgroup button to finish adding the new workgroup.  Repeat step 8 to create a new workgroup on the new machine to replace each workgroup on the old machine.
    2. If you selected SQL Server as the database type, enter a new name for the database (different than the name of the database used by the workgroup on the old machine), then enter the username, password, and physical path to connect to SQL Server and click on the Continue button to proceed.  A confirmation page will be displayed.  Click on the Create Workgroup button to finish adding the new workgroup.  After the workgroup is created, DO NOT click on the Initialize Tables button.  Repeat step 8 to create a test workgroup on the new machine for each workgroup on the old machine.
  9. After creating a test workgroup for each workgroup on the old machine, copy the following files from the old machine to the new machine for each workgroup:
    1. Contents of the  Attachments folder for each workgroup - by default, this can be found at C:\Inetpub\wwwroot\ProblemTracker\workgroup\Attachments.  Copy the contents of this folder to the appropriate location for this workgroup on the new machine.  Repeat this step for each workgroup displayed on the WMS Home Page.
  10. If you are using Oracle as the database type, use Oracle's native tools to import the data from the Version 4.x database to the test database you created, then proceed to step 11 to upgrade the data and users in the test workgroup.  For SQL Server workgroups, use SQL Data Transformation Services to import the data from your Version 4 database into the test database.  To do this,
    1. Launch SQL Data Transformation Services (Import and Export Data) utility, then click Next.
    2. Select Microsoft OLE DB Provider for SQL Server for "Source".
    3. Select the option "Use SQL Authentication" with "PROBLEMTRACKER" as the username and password.  
    4. In the Database pull down, select the database that you wish to export from (your Version 4.x database), then click Next.  
    5. Select Microsoft OLE DB Provider for SQL Server for "Destination".  
    6. Select the option "Use SQL Authentication" with "PROBLEMTRACKER" as the username and password.  
    7. In the Database pull down, select the database that you wish to export to (the test database created in the steps above), then click Next.  
    8. Select the option "Copy tables from source database", then click next.  
    9. Select all tables, then click next.  
    10. Check the box labeled "Run immediately", then click next.  
    11. Click on the Finish button to complete the export. Click OK after the export is successful.  
    12. Repeat steps a - k above for each Version 4.x database that needs to be moved to a test workgroup
  11. Click on the Home icon in WMS.
  12. Click on the Workgroup Database Tools icon to the left of one of the workgroups.
  13. Select the option called "Upgrade Data Only", then click Continue
  14. A confirmation page will be displayed.  Click on the "Upgrade Database" button to proceed.  Use the information in the Upgrade a Workgroup from Version 4.x to 5.x Help section to make selections while upgrading your data.  Click OK when the database has been upgraded.
  15. Click on the Home icon in WMS
  16. Click on the Workgroup Database Tools icon to the left of one of the workgroups.
  17. Select the option called "Upgrade Users Only", then click Continue
  18. A list of users will be displayed.  If the "Action" column contains any "Resolve" buttons, you need to resolve some user conflicts before the users can be upgraded.  Use the information in the Upgrade a Workgroup from Version 4.x to 5.x help section to resolve the conflicts. If the "Action" column does not contain any "Resolve" buttons, proceed to step 19.
  19. After all conflicts have been resolved, click on the Upgrade Users button. When the users have been upgraded, a confirmation page will be displayed.
  20. On the WMS Home Page, click on the key icon to the left of a workgroup to login to the workgroup to verify the move and upgrade was successful.
  21. Repeat steps 11 - 20 for each workgroup displayed on the WMS Home Page.
  22. To remove the test workgroups and set up the production workgroups, click on the Add button to add a new workgroup.  This workgroup will be used to move and upgrade your Version 4 installation. After performing these steps you will no longer be able to use Version 4.x on your old machine.  Please review Adding a Workgroup section in the WMS Help Guide for information on choosing the correct character set for your needs.  Select SQL Server or Oracle as the database type.  Please enter the name of this new workgroup so it matches the name of the SQL Server or Oracle database you are upgrading (this new workgroup will be connected to the Version 4.x SQL or Oracle database you are upgrading).  Click on the Continue button to proceed.
  23. Enter the database name (be sure to pick the name that corresponds to your Version 4.x SQL Server or Oracle database), location, username, password, and physical path (SQL Server only) that correspond to your SQL Server or Oracle installation.  Click on the Continue button to proceed.
  24. A confirmation page will be displayed.  For SQL Server users, this confirmation page will include a warning that states that a database with the name you entered already exists.  This is expected.  You can safely proceed without overwriting your SQL data.  
  25. Click on the Create Workgroup button to complete the process of adding a new workgroup.  After the workgroup is created, DO NOT click on the Initialize Tables button.
  26. Copy the following files from the old machine to the new machine for each workgroup:
    1. Contents of the  Attachments folder for each workgroup - by default, this can be found at C:\Inetpub\wwwroot\ProblemTracker\workgroup\Attachments.  Copy the contents of this folder to the appropriate location for this workgroup on the new machine.  
  27. Repeat steps 22 - 26 for each workgroup you are upgrading from your Version 4 installation.
  28. Click on the Home icon in WMS.
  29. Click on the Workgroup Database Tools icon to the left of one of the workgroups.
  30. Select the option called "Upgrade Data Only", then click Continue
  31. A confirmation page will be displayed.  Click on the "Upgrade Database" button to proceed.  Use the information in the Upgrade a Workgroup from Version 4.x to 5.x Help section to make selections while upgrading your data.  Click OK when the database has been upgraded.
  32. Click on the Home icon in WMS
  33. Click on the Workgroup Database Tools icon to the left of one of the workgroups.
  34. Select the option called "Upgrade Users Only", then click Continue
  35. A list of users will be displayed.  If the "Action" column contains any "Resolve" buttons, you need to resolve some user conflicts before the users can be upgraded.  Use the information in the Upgrade a Workgroup from Version 4.x to 5.x help section to resolve the conflicts. If the "Action" column does not contain any "Resolve" buttons, proceed to step 36.
  36. After all conflicts have been resolved, click on the Upgrade Users button. When the users have been upgraded, a confirmation page will be displayed.
  37. On the WMS Home Page, click on the key icon to the left of a workgroup to login to the workgroup to verify the move and upgrade was successful.
  38. Repeat steps 28 - 37 for each non-test workgroup displayed on the WMS Home Page.
  39. Click on the WMS Home icon.  Click on the Delete icon to the left of a test workgroup.  A confirmation page will be displayed.  Check the box for the option "Also delete workgroup database", then click on the Delete Workgroup button to proceed.
  40. Repeat step 39 for each test workgroup you created.
  41. Please uninstall ProblemTracker from the old machine so that users will not attempt to login to the data using the settings on the old machine.  This is especially critical for SQL Server or Oracle users as the live database will still be accessible using the old settings until you uninstall.  To uninstall on the old machine:
    1. On the old machine, go to Start->Programs->NetResults ProblemTracker 4->Repair-Uninstall ProblemTracker
    2. Click Next
    3. Select the option "Remove", then click Next
    4. Select the option "Components Only (leave databases)".  Do not select "components and databases" as this will remove your SQL Server or Oracle databases as well.  Click Next.
    5. You have uninstalled ProblemTracker from the old machine.

Upgrading and Moving Versions 3.0 - 3.6.1 to the latest version

Click on the link below that corresponds to the database type you are using:

Access
SQL Server

Version 3.0 - 3.6.1 Access databases

  1. Make a backup copy of each of your database and attachments folder and keep them in a safe place.  If you do not know how to backup your database(s), please refer to the Database Administration section of the Help document.
  2. As of ProblemTracker Version 5.5, a new key is required for use of the Inet Page (Customer Bug Page).  If you have not received this key, please contact NetResults Technical Support.
  3. Install the latest version.  To do this, login to the web server machine as Administrator and then run (double-click from Windows Explorer) installation setup program.  To download the latest version of ProblemTracker 5, please click here.  When prompted whether to install the evaluation workgroup (pteval), select NO.  If you choose locations other than the defaults for installing the ProblemTracker files, take note of these locations as you will need them in later steps.  Enter your license key(s) information by going to Start->Programs->NetResults ProblemTracker 5->ProblemTracker License Manager
  4. After running the installation setup program, login to the Workgroup Management System on the new machine by going to Start->Programs->NetResults ProblemTracker 5->Workgroup Management System->Login Page
  5. Click on the Add button to add a new workgroup.  Please review Adding a Workgroup section in the WMS Help Guide for information on choosing the correct character set for your needs.  Select Access as the database type.  Click on the Continue button to proceed.
  6. A confirmation page will be displayed. Click on the Create Workgroup button to complete the process of adding a new workgroup.
    1. On the WMS Home page, click on the Workgroup Database Tools icon next to the new workgroup you created.  Select the option "Delete Tables", then click on the Continue button.  A confirmation page will be displayed, click on the Delete Tables button to proceed, then click OK to confirm the operation.  Click the Continue button to delete the associations, then click OK when complete.
    2. Repeat step 6 and the sub steps to create a new workgroup on the new machine to replace each workgroup on the old machine.
      3.
  7. Copy the following files from the old machine to the new machine for each workgroup:
    1. Contents of the  Attachments folder for each workgroup - by default, this can be found at C:\Inetpub\wwwroot\ProblemTracker\workgroup\Attachments.  Copy the contents of this folder to the appropriate location for this workgroup on the new machine.  Repeat this step for each workgroup displayed on the WMS Home Page.
    2. Copy the database file (bugtrack.mdb) for each workgroup from the old machine to the new machine.  By default, the bugtrack.mdb file can be found at C:\Inetpub\wwwroot\ProblemTracker\workgroup\Database\bugtrack.mdb.  Select Yes to replace the existing file on the machine.  Repeat this step for each workgroup.
  8. Click on the Home icon in WMS.
  9. Click on the Workgroup Database Tools icon to the left of one of the workgroups.
  10. Select the option called "Upgrade Data Only", then click Continue
  11. A confirmation page will be displayed.  Click on the "Upgrade Database" button to proceed.  Use the information in the Upgrade a Workgroup from Version 3.x to 5.x Help Section to make selections about upgrading your data.  Click OK when the database has been upgraded.
  12. Click on the Home icon in WMS
  13. Click on the Workgroup Database Tools icon to the left of one of the workgroups.
  14. Select the option called "Upgrade Users Only", then click Continue
  15.  A list of users will be displayed.  If the "Action" column contains any "Resolve" buttons, you need to resolve some user conflicts before the users can be upgraded.  Use the information in the Upgrade a Workgroup from Version 3.x to 5.x help section to resolve the conflicts (scroll to the section that mentions the "upgrade users" operation). If the "Action" column does not contain any "Resolve" buttons, proceed to step 16.
  16. After all conflicts have been resolved, click on the Upgrade Users button. When the users have been upgraded, a confirmation page will be displayed.
  17. On the WMS Home Page, click on the key icon to the left of a workgroup to login to the workgroup to verify the move and upgrade was successful.
  18. Repeat steps 8 - 17 for each workgroup displayed on the WMS Home Page.
  19. Please uninstall ProblemTracker from the old machine so that users will not attempt to login to the data using the settings on the old machine. To uninstall on the old machine:
    1. On the old machine, go to Start->Programs->NetResults ProblemTracker 3->Repair-Uninstall ProblemTracker
    2. Click Next
    3. Select the option "Remove", then click Next
    4. Select the option "Components and databases".  Click Next.
    5. You have uninstalled ProblemTracker from the old machine.

 

Version 3.0 - 3.6.1 SQL Server databases

If you are using SQL Server as the database type for any workgroup, this procedure assumes that the SQL Server databases will remain on the same machine where they currently reside.  If you also need to move the SQL Server installation to another machine, please DO NOT use this procedure.  Contact NetResults Technical Support for the appropriate steps.

  1. Make a backup copy of each of your database and attachments folder and keep them in a safe place.  If you do not know how to backup your database(s), please refer to the Database Administration section of the Help document.
  2. As of ProblemTracker Version 5.5, a new key is required for use of the Inet Page (Customer Bug Page).  If you have not received this key, please contact NetResults Technical Support.
  3. Install the latest version.  To do this, login to the web server machine as Administrator and then run (double-click from Windows Explorer) installation setup program.  To download the latest version of ProblemTracker 5, please click here.  When prompted whether to install the evaluation workgroup (pteval), select NO.  If you choose locations other than the defaults for installing the ProblemTracker files, take note of these locations as you will need them in later steps.  Enter your license key(s) information by going to Start->Programs->NetResults ProblemTracker 5->ProblemTracker License Manager
  4. After running the installation setup program, login to the Workgroup Management System on the new machine by going to Start->Programs->NetResults ProblemTracker 5->Workgroup Management System->Login Page
  5. Click on the Add button to add a new workgroup.  This workgroup will be used to test the move and upgrade so that it does not affect the Version 3 installation on your old machine.  Please review Adding a Workgroup section in the WMS Help Guide for information on choosing the correct character set for your needs.  Select SQL Server as the database type.  Please enter a different name of this new workgroup so it does not conflict with the name of the SQL Server database you are upgrading (you will set up a copy of this database to test the move / upgrade before your upgrade the production data).  Click on the Continue button to proceed.
  6. Enter the database name (be sure to pick a name that does not conflict with any of your existing SQL Server databases), location, username, password, and physical path that correspond to your SQL Server installation.  Click on the Continue button to proceed.
  7. A confirmation page will be displayed. Click on the Create Workgroup button to complete the process of adding a new workgroup.  After the workgroup is created, DO NOT click on the Initialize Tables button.
  8. Copy the following files from the old machine to the new machine for each workgroup:
    1. Contents of the  Attachments folder for each workgroup - by default, this can be found at C:\Inetpub\wwwroot\ProblemTracker\workgroup\Attachments.  Copy the contents of this folder to the appropriate location for this workgroup on the new machine.  
  9. Repeat steps 5 - 8 for each workgroup you are upgrading / moving from your Version 3 installation.
  10. Using SQL Data Transformation Services, import the data from your Version 3 database into the test database you created in steps 5 - 8.
    1. Launch SQL Data Transformation Services (Import and Export Data) utility, then click Next.
    2. Select Microsoft OLE DB Provider for SQL Server for "Source".
    3. Select the option "Use SQL Authentication" with "PROBLEMTRACKER" as the username and password.  
    4. In the Database pull down, select the database that you wish to export from (your Version 3.x database), then click Next.  
    5. Select Microsoft OLE DB Provider for SQL Server for "Destination".  
    6. Select the option "Use SQL Authentication" with "PROBLEMTRACKER" as the username and password.  
    7. In the Database pull down, select the database that you wish to export to (the test database created in steps 5 - 8), then click Next.  
    8. Select the option "Copy tables from source database", then click next.  
    9. Select all tables, then click next.  
    10. Check the box labeled "Run immediately", then click next.  
    11. Click on the Finish button to complete the export. Click OK after the export is successful.  
    12. Repeat steps a - k above for each Version 3.x database that needs to be moved to a test workgroup
  11. Click on the Home icon in WMS.
  12. Click on the Workgroup Database Tools icon to the left of one of the test workgroups.
  13. Select the option called "Upgrade Data Only", then click Continue
  14. A confirmation page will be displayed.  Click on the "Upgrade Database" button to proceed.  Use the information in the Upgrade a Workgroup from Version 3.x to 5.x Help Section to make selections about upgrading your data.  Click OK when the database has been upgraded.
  15. Click on the Home icon in WMS
  16. Click on the Workgroup Database Tools icon to the left of one of the workgroups.
  17. Select the option called "Upgrade Users Only", then click Continue
  18.  A list of users will be displayed.  If the "Action" column contains any "Resolve" buttons, you need to resolve some user conflicts before the users can be upgraded.  Use the information in the Upgrade a Workgroup from Version 3.x to 5.x help section to resolve the conflicts (scroll to the section that mentions the "upgrade users" operation). If the "Action" column does not contain any "Resolve" buttons, proceed to step 19.
  19. After all conflicts have been resolved, click on the Upgrade Users button. When the users have been upgraded, a confirmation page will be displayed.
  20. On the WMS Home Page, click on the key icon to the left of a workgroup to login to the workgroup to verify the move and upgrade was successful.
  21. Repeat steps 11 - 20 for each workgroup displayed on the WMS Home Page.
  22. To remove the test workgroups and set up the production workgroups, click on the Add button to add a new workgroup.  This workgroup will be used to move and upgrade your Version 3 installation. After performing these steps you will no longer be able to user Version 3.x on your old machine.  Please review Adding a Workgroup section in the WMS Help Guide for information on choosing the correct character set for your needs.  Select SQL Server as the database type.  Please enter the name of this new workgroup so it matches the name of the SQL Server database you are upgrading (this new workgroup will be connected to the Version 3.x SQL database you are upgrading).  Click on the Continue button to proceed.
  23. Enter the database name (be sure to pick the name that corresponds to your Version 3.x SQL Server database), location, username, password, and physical path that correspond to your SQL Server installation.  Click on the Continue button to proceed.
  24. A confirmation page will be displayed with a warning that states that a database with the name you entered already exists.  This is expected.  You can safely proceed without overwriting your SQL data.  Click on the Create Workgroup button to complete the process of adding a new workgroup.  After the workgroup is created, DO NOT click on the Initialize Tables button.
  25. Copy the following files from the old machine to the new machine for each workgroup:
    1. Contents of the  Attachments folder for each workgroup - by default, this can be found at C:\Inetpub\wwwroot\ProblemTracker\workgroup\Attachments.  Copy the contents of this folder to the appropriate location for this workgroup on the new machine.  
  26. Repeat steps 22 - 25 for each workgroup you are upgrading from your Version 3 installation.
  27. Click on the Home icon in WMS.
  28. Click on the Workgroup Database Tools icon to the left of one of the test workgroups.
  29. Select the option called "Upgrade Data Only", then click Continue
  30. A confirmation page will be displayed.  Click on the "Upgrade Database" button to proceed.  Use the information in the Upgrade a Workgroup from Version 3.x to 5.x Help Section to make selections about upgrading your data.  Click OK when the database has been upgraded.
  31. Click on the Home icon in WMS
  32. Click on the Workgroup Database Tools icon to the left of one of the workgroups.
  33. Select the option called "Upgrade Users Only", then click Continue
  34.  A list of users will be displayed.  If the "Action" column contains any "Resolve" buttons, you need to resolve some user conflicts before the users can be upgraded.  Use the information in the Upgrade a Workgroup from Version 3.x to 5.x help section to resolve the conflicts (scroll to the section that mentions the "upgrade users" operation). If the "Action" column does not contain any "Resolve" buttons, proceed to step 18.
  35. After all conflicts have been resolved, click on the Upgrade Users button. When the users have been upgraded, a confirmation page will be displayed.
  36. On the WMS Home Page, click on the key icon to the left of a workgroup to login to the workgroup to verify the move and upgrade was successful.
  37. Repeat steps 27 -36 for each non-test workgroup displayed on the WMS Home Page.
  38. Click on the WMS Home icon.  Click on the Delete icon to the left of a test workgroup you created in steps 5 - 8.  A confirmation page will be displayed.  Check the box for the option "Also delete workgroup database", then click on the Delete Workgroup button to proceed.
  39. Repeat step 38 for each test workgroup you created.
  40. Please uninstall ProblemTracker from the old machine so that users will not attempt to login to the data using the settings on the old machine.  This is especially critical for SQL Server or Oracle users as the live database will still be accessible using the old settings until you uninstall.  To uninstall on the old machine:
    1. On the old machine, go to Start->Programs->NetResults ProblemTracker 3->Repair-Uninstall ProblemTracker
    2. Click Next
    3. Select the option "Remove", then click Next
    4. Select the option "Components Only (leave databases)".  Do not select "components and databases" as this will remove your SQL Server or Oracle databases as well.  Click Next.
    5. You have uninstalled ProblemTracker from the old machine.

 

Return to the FAQ index...

 

How do I re-direct the URL to my Version 3.x workgroup to automatically go to the upgraded Version 5 workgroup?

When you upgrade your Version 3.x workgroup to Version 4.0 or newer using the procedure in the readme file of the latest version, you will have the opportunity to check the "re-direction" box so that the URL to the 3.x workgroup will be automatically routed to your upgraded workgroup.  You can download the latest version and readme.txt files on the Support Downloads page.

If you have already upgraded your workgroup to Version 4.0 or newer and did not select the re-direction option when you upgraded your workgroup, you can set up the re-direction on your web server.  To do this,

  1. Launch the IIS Console.
  2. On the left side, find the directory for your Version 3 workgroup (ptdev, dev, ptdev2, etc.).  Right click on this directory and select Properties.
  3. Click on the 1st tab (called "Directory" or "Virtual Directory").  Select the option "a redirection to a URL".