Web based help desk software.


Trouble Ticket Software Upgrade Instructions

to initial setup instructions


The upgrade procedure is

One. Drop in all updated program files (including optional modules if any)

  1. Unzip ttx30.zip to your local drive.

  2. Edit *.cgi files if needed: the very first line contains full pathname to Perl. Default settings work on most systems, but you should check with your administrator if not sure. If using Mail Module, you may have to edit script (mailbox.cgi or mailboxpro.cgi) to adjust path to config file and libraries (consult your existing mailbox*.cgi)

  3. Obtain matching versions of optional modules. Each module's download page shows version compatibility matrix.

  4. Upload all *.cgi and *.pm files to the scripts folder on your web server in ASCII mode. Doing this will overwrite existing files. Unix and Mac OS X users: please remember, you must use ASCII mode when uploading scripts to your web server, or use the tar.gz packages.


Two. Reset templates (System Setup form). Yes, this will invalidate all customizations, you will need to re-apply.

  1. Enter URL of setup.cgi script into your browser address string and hit Enter key. You should see login form screen. If you see something else, please refer to Setup Troubleshooting section for more info. Log in using your admin password

  2. Check the 'reset templates' box and click submit. Important: This will overwrite existing templates, make sure you have backup copies of customized templates. For your convenience we provide a list of all affected templates with each new relase of help desk software, thus you will need to re-apply your changes only to modified templates. Other templates may be simply overwritten with your backup copies.

Important: For security reasons some data files created by TTX use *.cgi extension. This ensures an intruder may not view contents of data files using web browser - the cgi extension on data files forces Internal Server Error. Some data files are

tickets.cgi
index.cgi
n.cgi (where n is an integer)


Neither TTX package nor optional module archives contain data files, thus uploading any unpacked package obtained from our web site will not overwrite any data files. However you may have a local copy of TTX folders. The local backup copy may contain some data files. Unpacking an update archive into such folder followed by copying all files to your web server may result in overwriting data files. Take care.


Setup troubleshooting

You have entered URL of setup.cgi into browser address string and...

3.1. Saw Page Not Found 404 Error
That means you either made a mistake typing the url or the scripts directory must be accessed via another URL - please refer to your web server documentation to find out how URLs map to file system directories on your server.

3.2. Browser began download source code of the setup.cgi script
That means your server does not recognize setup.cgi as executable script. Please refer to your web server documentation to find out how to configure web server to recognize *.cgi file extension as executable script.

3.3. Saw Internal Server Error page
There could be multiple reasons for this error including but not limited by using binary mode to upload file, wrong path to Perl (the very first line of any script), failure to make executable either script file or script directory. Please refer to contents of your server error log file for error description. Please note, that one error usually generates 2 or more lines in error log file and the last one, which reads "Premature end of script headers" does not contain useful info. Before contacting us please obtain at least 10 last lines from your server error log.

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