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Upgrade from Legacy to Horizon

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Published: Jan 5, 2023|Last updated: Aug 2, 2024

What is Deskpro Legacy?Copy link to What is Deskpro Legacy? to clipboard

Deskpro legacy is the version you're most likely to be using if you are looking to upgrade to Deskpro Horizon.

For confirmation, please see this article on which version you are using.

What is Deskpro Horizon?Copy link to What is Deskpro Horizon? to clipboard

Deskpro Horizon is the latest version of Deskpro, with a complete redesign of the Agent and Admin interface, along with a new method to manage Deskpro On-Premise through the On-Premise Controller

More information on Deskpro Horizon is available here.

What is the On-Premise Controller?Copy link to What is the On-Premise Controller? to clipboard

The On-Premise Controller is a new method to deploy and manage Deskpro On-Premise.

More information on the On-Premise Controller is available here.

Why should I upgrade?Copy link to Why should I upgrade? to clipboard

Warning


Deskpro v5 is now end of life, Support and security updates will end on 30th June 2025

Deskpro Legacy is no longer under active development and will only receive essential security patches for future updates.

If you want the latest features and updates, you must upgrade to Deskpro Horizon.

Note


Due to the changes with how Deskpro On-Premise is deployed via the On-Premise Controller, the preferred method of upgrading to Horizon is via a new deployment, not an in-situ upgrade.

How do I install the On-Premise Controller?Copy link to How do I install the On-Premise Controller? to clipboard

I have access to a hypervisor, and want to use an OVA:Copy link to I have access to a hypervisor, and want to use an OVA: to clipboard

The guides for various hypervisors are available below:

I want to install on a Linux Virtual Machine / Dedicated Server:Copy link to I want to install on a Linux Virtual Machine / Dedicated Server: to clipboard

The Linux installation guide is available here

I want to install on a Windows:Copy link to I want to install on a Windows: to clipboard

The Windows installation guide is available here

I want to run Deskpro on my own Public Cloud account:Copy link to I want to run Deskpro on my own Public Cloud account: to clipboard

We have pre-built images available on the following Public Cloud Marketplaces:

Alternatively, you can also use the standard Linux installer on any Public Cloud service.

How do I upgrade my from Deskpro Legacy to Horizon?Copy link to How do I upgrade my from Deskpro Legacy to Horizon? to clipboard

You can choose from one of the following methods:

SSH Direct Transfer

Pros

Cons

✅ Fully automatic - OPC handles everything

❌ Only available for Linux.

✅ Does not require any additional disk space

❌ Requires direct connection from OPC server to v5 server via SSH

URL Export

Pros

Cons

✅ Easy to migrate, just copy/paste a link

❌ Requires a lot of free disk space for the migration file on your v5 server.


❌ Requires direct access from your OPC server to your v5 server.

dputils Method

Pros

Cons

✅ Easy to move data, just copy/paste a link

❌ Requires you to run console commands on your v5 server.


❌ Requires a lot of free disk space for the migration file on your v5 server.


❌ Requires direct access from your OPC server to your v5 server.

Manual Export

Pros

Cons

✅ Complete control of process

❌ For advanced users, requires in-depth server knowledge.

✅ Can be used for 'airgapped' installations


Windows Dedicated Server In-Situ Upgrade

Pros

Cons

✅ Easy to install.

❌ Requires Bare-Metal Installation.


❌ Cannot perform a test migration.

We have walk through videos that will show you the upgrade process so you can watch along and make sure you're confident with the process, check them out:

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Final StepsCopy link to Final Steps to clipboard

Once your helpdesk has been successfully upgraded, please follow these final steps to complete the upgrade.

Can Deskpro upgrade my instance for me?Copy link to Can Deskpro upgrade my instance for me? to clipboard

Deskpro offers a managed upgrade service where our engineers can install and upgrade your existing helpdesk over to Horizon.

To arrange for Deskpro to handle your upgrade, please contact support.

I have further questionsCopy link to I have further questions to clipboard

I have an older version of Deskpro (v4 or earlier). Can I upgrade directly to Horizon?Copy link to I have an older version of Deskpro (v4 or earlier). Can I upgrade directly to Horizon? to clipboard

No, you must first upgrade to the upgrade build for v5 (2023.0) and ensure your helpdesk meets the upgrade requirements before moving to Horizon.

To upgrade your v4 or earlier helpdesk, please follow the guides available here

Can I run a test upgrade?Copy link to Can I run a test upgrade? to clipboard

When you attempt to import your helpdesk into the On-Premise Controller, you will have the option to perform a test migration. This will create a locked-down instance which you can use to gauge the time it will take to perform the upgrade, and confirm that there will be no issues when you attempt the full upgrade.

Warning


Test upgrades cannot be made Live, and must be removed prior to the upgrade of your live helpdesk.

How long will it take?Copy link to How long will it take? to clipboard

The upgrade time depends on the size of the helpdesk you are upgrading. If you have a large helpdesk and are concerned on the time it may take, we recommend performing a test migration.

What VM or Server do I need?Copy link to What VM or Server do I need? to clipboard

If you are installing on a VM, you will need to use a supported Linux distribution for your operating system. If you are installing on a Physical Server, you can also use Windows in addition to Ubuntu.

Our Cloud and Virtual Machine images use Ubuntu 20.04 LTS

Why can't I use Windows in a VM?Copy link to Why can't I use Windows in a VM? to clipboard

As Deskpro requires Docker which is currently unsupported natively in Windows, our Windows installer installs Hyper-V and installs the Deskpro OVA to provide an operating system which does support Docker. Installing Hyper-V within a virtual machine would cause nested virtualization, which could cause a significant performance hit.

What software do I need to install?Copy link to What software do I need to install? to clipboard

There should be no software pre-installed on your server before installing Deskpro. We recommend installing Deskpro on a clean VM or Server to prevent any conflicts.

Can I use an external MySQL / ElasticSearch server?Copy link to Can I use an external MySQL / ElasticSearch server? to clipboard

Yes, you can select an external MySQL server or ElasticSearch server when you migrate your data. These are configured during the migration and guides are available here:

Can I still use my existing external MySQL / ElasticSearch server?Copy link to Can I still use my existing external MySQL / ElasticSearch server? to clipboard

Deskpro Horizon uses newer versions of MySQL and ElasticSearch to Deskpro v5. You can use your existing MySQL and ElasticSearch servers, but you may need to update them.

Deskpro Horizon supports MySQL 8, and ElasticSearch 6+

How do I maintain the OPC?Copy link to How do I maintain the OPC? to clipboard

Updating the OPC and your instances can be done in one click from the OPC itself. The OPC will automatically install any security patches for internal services.

Will I need to do this again?Copy link to Will I need to do this again? to clipboard

No, the OPC allows for much more flexibility for managing your On-Premise helpdesk, and Ubuntu allows updates between distributions. You should not need to perform any other migrations in future.

Why can't I upgrade in place?Copy link to Why can't I upgrade in place? to clipboard

As Deskpro Horizon and Deskpro Legacy require different version of the same services, upgrading in place could cause a conflict which could break your existing Deskpro instance before the migration completes. This means that you would not have the ability to test the migration beforehand, and if anything went wrong there would be no option to roll back to your legacy helpdesk.

Do I need to change my DNS?Copy link to Do I need to change my DNS? to clipboard

As your helpdesk's IP address will change when migrating to the OPC, you may need to change your DNS to direct traffic to your new Deskpro server. If you use a service such as a reverse proxy or a CDN, you may need to reconfigure that to the new server's IP address instead.

How do I deal with SSL?Copy link to How do I deal with SSL? to clipboard

The OPC will automatically generate a Self-Signed Certificate for itself and any instances. This can easily be replaced with your own SSL certificate or you can generate a free LetsEncrypt certificate easily within the OPC.

Will the experience change for my customers?Copy link to Will the experience change for my customers? to clipboard

Deskpro Horizon uses the same user interface as Deskpro Legacy, so most customers will not experience any changes.

I use custom apps and widgets on my v5 helpdesk. Will they also be migrated?Copy link to I use custom apps and widgets on my v5 helpdesk. Will they also be migrated? to clipboard

Due to changes in how apps and widgets are displayed in Deskpro Horizon, any custom apps will need to be manually refactored. Our developer guide covers how apps and widgets work in Horizon.

I have additional questions which are not answered aboveCopy link to I have additional questions which are not answered above to clipboard

Our support team is happy to answer any further questions you may have in regards to migrating your helpdesk. Please contact support with any questions you have.

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