On running the setup script, it shall lead you to a page with four set up options:
– Setup
– Upgrade
– Modify
– Impex
To upgrade, choose the ‘Modify‘ option. On clicking on the Modify option, the software will forward you to the License Agreement page. It is important that you read and understand the License Agreement before proceeding. Once read, you can now click on the ‘I Agree‘ tab to proceed with the upgrade.
On clicking the I Agree tab, the software shall lead you to the product information page displaying all the necessary details.
To upgrade you now need to enter your software Administrator login details in the text boxes adjacent to the Username/Password fields. The software will not run the upgrade script if the User does not have admin access. Once you have entered the requested information, click on the ‘Next‘ tab to upgrade the script.
On clicking on the Next tab, the software will forward you to the page providing details of the installed modules.
The script will provide you with the option to ‘Install‘ or ‘Uninstall‘ the modules you want to use in the software.
Since we are upgrading from eSupport to SupportSuite, we shall be installing the ‘LiveSupport‘ module. Click on the LiveSupport Install tab to install it.
On clicking, the software will auto install the Live Support module.
On completion, the script shall forward you back to the Modify page confirming the Live Support module as ‘Installed‘.
The Live Support module is now successfully installed. To complete the upgrade we now need to run the ‘Upgrade‘ script to rebuild the Settings table.
Point your web browser at http://www.domain.com/esupport/setup/, replacing www.domain.com with the correct URL to your own eSupport/LiveResponse installation. This time, click on the ‘Upgrade‘ option.
On clicking on the Upgrade option, the software will forward you to the License Agreement page, click on the ‘I Agree’ tab to proceed with the upgrade.
Enter your software Administrator login details in the text boxes adjacent to the Username/Password fields. The software will not run the upgrade script if the User does not have admin access. Once you have entered the requested information, click on the ‘Next‘ tab to rebuild the table.
On clicking on the Next tab, the software will automatically rebuild the Settings table.
On completion, the script shall display the success message ‘Your version is now up to date‘ at the bottom of the page. You have now successfully upgrade eSupport to SupportSuite.
To complete, it is now important that you now delete the setup folder to prevent any unauthorized re-installation of the software. Once deleted, you can start using SupportSuite explore the new features.