This article details the steps you should perform before performing the update and the instructions on updating your Helpdesk Pilot installation.

Current stable version: 5.2.7

Considerations:

1. Check the free space available on your VM:
   • Login as superuser (password: superuser) and type the following command, df -h . This will show the output of the used and free space in the hard disks. Something like this below,
   • 
   • If the free space (fourth column, under Avail) is higher than 90% on the /root volume or /hdp volume (the first and last rows), please do not proceed with the update
   • You can contact support or send an email to [email protected] and we will get back to you with instructions on how to increase the disk space

    

2. Take a snapshot of the VM : Please ensure that you take a snapshot of the VM in it's current state. This option to take a snapshot should be available on your virtualization platform. Do not proceed with the upgrade before performing this step!

3. If your original purchase of Helpdesk Pilot was on or before March 1, 2012 and you have SSL enabled on your instance, please do not proceed with the update. You can follow the instructions here - Enabling SSL in 5.2.x VMs. Once you have done that, you can continue with the update.  

Upgrade instructions:

To upgrade your Helpdesk Pilot installation to the latest release, do the following:

• Log in to the Helpdesk Pilot virtual machine as superuser
• Type sudo hdp-manage updates check. (If asked for the password, please enter the password for superuser)
• If updates are available, you should see that there are updates and the command to run the update
• Type sudo hdp-manage updates apply

This will apply the updates from our server and update your installation to the latest version.

The possible scenarios could arise, where an error has occurred during the update.

• If the error occurs during the download of some pre-requisites (dependencies for the application to function) or installing them, your application is safe in its' current state and you can continue using the application with out the update.
• If an error occurs during some database migration, the upgrade will abort and the updater will restore the database to the state it was before the update. (The updater creates a database backup, before starting the update).
• In the unlikely event that the VM itself has had a crash, then you can restore the VM from the snapshot, which was taken before the backup

Notes:

• The Helpdesk Pilot VM should have internet access to connect to our server and install the updates
• The time taken for the update is proportional to the data size of your installation. In particular, if you have a large number of tickets, messages(replies) and/or custom fields, the update could take a while. Please wait patiently, until the update has completed.
• The changelog for this upgrade can be seen in our blog post here.