How to Perform an Upgrade Using the Issuetrak Deployment Manager (IDM)


This article is intended to assist the Issuetrak administrator with using the Issuetrak Deployment Manager (IDM) to upgrade an existing installation of Issuetrak. The IDM provides a graphical wizard interface for upgrading Issuetrak while providing a fair degree of control over how the site is installed.

If you would prefer to have more control over the deployment of Issuetrak, and you're comfortable with using PowerShell and hand-editing configuration files, then you might consider using the Issuetrak Deployment Utility (IDU) instead.

You can find more about Issuetrak Deployment Fundamentals here.

Important! Make sure your environment meets the system requirements prior to proceeding.

Upgrading Issuetrak requires that your current instance is on version 10.3.7 or higher before proceeding. This is a hard-stop condition and cannot be circumvented.

Upgrading from a version prior to 11.6 and above will clear the existing in-application IEM log due to changes in the way logging is implemented. 

Confirm Current Functionality

Confirm that your current site is working:

  1. Ensure that you can navigate to your Issuetrak site.
  2. Confirm that you can sign in to your site.
  3. Navigate to Administration > System > System Settings > Email Settings, then click on Test Mail Server and confirm that you receive the test message that is sent. 
  4. (If applicable) Navigate to Administration > Incoming Email > click edit for each active mailbox >  click on the Test Connection button to confirm that it is working properly.  

If you have a mailbox that is active but cannot connect or authenticate, then whoever is listed in the Notify on Error field will be sent an email every minute until this state is corrected. 

  1. (If applicable) Ensure that you are able to authenticate to the site with your AD credentials. 

Identifying Requirements

Please ensure that your environment meets Issuetrak's system requirements. It may be necessary to add roles and features that aren't currently installed on the Web or SQL servers. Additional configuration beyond roles and features may also be required.

The upgrade utility will update Issuetrak‘s Classic and Core application pools to use .NET Framework v4.0 if they aren’t already set to that version. This can affect other sites that share the same application pools!

Getting the Issuetrak Distribution

Download the latest Issuetrak distribution.

You will be prompted to enter your credentials to access our Support site in order to download the distribution.

Once you've downloaded the distribution, place it on the Web server and then extract it. If it is necessary to transfer the distribution to another server after downloading it, be sure to unblock the zip file prior to extracting it.

If you have added logos to your site, be sure to run the logo migration script either right before or after performing this upgrade.  Find out more about the script here

Upgrading Issuetrak

Navigate to the Issuetrak distribution, then perform the following steps:

  1. Right-click the file Issuetrak.Deployment.Manager.exe and choose Run as Administrator.
  2. You will be prompted to accept Issuetrak's Terms of Service at this location. Choose Continue to accept the Terms of Service and proceed with your usage of the IDM.
  3. Choose Upgrade an existing Issuetrak site.
  4. The IDM will scan for existing sites, and will prompt for administrative SQL credentials. You may choose to use Windows authentication if your account has SQL admin rights, or simply enter the credentials for a SQL admin account. Afterward, click Authenticate.
  5. Sites that are eligible for upgrade will appear on the screen with a status of Pending.
  6. Select any number of sites with Pending status that you wish to upgrade. Note that sites with the same version and build number as the current release are eligible to have the upgrade run against them.
  7. Under Deployment Options, decide what contexts to deploy, and whether to perform a backup of each site's respective database and web folder.
    • You can also choose to install the API at this stage.  If you or your organization are interested in developing a web application that interacts with your Issuetrak instance, this would facilitate that goal.
  8. Under View Options, choose Show IDU Output.
  9. Click Upgrade.

The IDM will begin to carry out the upgrade, and its output at the bottom of the window will tell you what it's doing and whether it succeeded at each step.

If you need to access the backup copy of the web files, they can be found in the distribution folder, in a subfolder called Backups.

Failed Upgrade?

The default behavior of the IDM is to roll back the state of the website if the upgrade fails. However, this should not be relied upon for disaster recovery. The web files associated with the pre-upgrade iteration of Issuetrak are backed up unless otherwise specified in the JSON or in the IDM. The default backup location is a folder called backups located within the Issuetrak distribution. Backed up web files are located within a subfolder that has been named according to the site's title in IIS.

If the deployment of Issuetrak fails, do not repeatedly attempt to re-deploy without determining the root cause. This can cause damage to your instance of Issuetrak that can be difficult to repair.

Get as much context from the IDM window as you can. Something as simple as a misspelled server name can cause the deployment to fail. If the root cause is unclear, proceed with the steps below:

  1. Open Explorer and navigate to your Issuetrak distribution folder.
  2. Open the Logs folder.
  3. Open the latest timestamped log file.
  4. Read the log and try to determine where the upgrade failed.
  5. Take note of your findings and save the log file.

Issuetrak Support will be happy to troubleshoot or assist you with your upgrade. You can contact Support at 888-789-8725 (US & Canada), +1 757-213-1351 (International), or

Successful Upgrade

Congratulations on your successful upgrade of Issuetrak!  Even though this isn't a new deployment of Issuetrak for you, please consider reviewing our Post-Deployment Configuration article.  You can add a degree of security to your site by applying DPAPI encryption to your Issuetrak site's connection strings, which is discussed in that article. 

Additionally, consider contacting Support for assistance with cleaning up services after upgrading to 11.6 and above, as the Incoming Email Service is no longer used.  You can contact Support at 888-789-8725 (US & Canada), +1 757-213-1351 (International), or

If your server environment uses DPAPI encryption AND you performed this deployment as the last stage of a server migration, please make sure you update your connection strings file with a connection string that has been encrypted on your new web server. You can learn how to do that here.