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Migration of NetHelpDesk

Whether NetHelpDesk is installed in your local Windows environment, located on a data centre elsewhere, or on our NetHelpDesk hosted platform (SaaS model), moving NetHelpDesk and its files is a straight-forward process. As long as the environment is a Windows environment, the migration should be swift, with the minimum of hassle.

There is a checklist of items to consider whenever migrating NetHelpDesk, and to keep in mind, regardless of the switch situation:

Essentially, you are reinstalling NetHelpDesk Main Installation Files in a new environment. The only difference is now there is data in your database, whereas in the beginning, your database was empty. If the above is considered, and resource made available for any issues that arise from those responsible, there’s no reason NetHelpDesk migration shouldn’t be a smooth one.


In all situations, whether migrating NetHelpDesk from one server to another, or moving from our SaaS platform to a local one, the preparation remains the same. Should you have any concerns about migrating NetHelpDesk (NHD), please advise your NHD representative of all concerns prior to beginning this migration process.

Whilst NetHelpDesk tries to ensure a smooth transition, this document is by no means exhaustive.

PLEASE NOTE: Leave everything as it is on the existing server, and work with copies. Move a copy onto the new server. In the unlikely event anything doesn't go to plan, you still have a working instance of NetHelpDesk to go back to.

Migrating from NHD SaaS Model to Local Installation

If migrating from NetHelpDesk’s SaaS Hosted Model, NetHelpDesk will be able to take a backup of your database and files, and upload them to your chosen FTP for you to download locally. We will do this when you tell us to, according to your schedule. This guide speaks to migrating NetHelpDesk, and these manual processes will need to be carried out by the person who will look after the NetHelpDesk installation moving forward.

It is important that the preparation work above is carried out before migrating of data begins. Failure to do so may lead to more significant “downtime” for your team than would be suitable. Speak with your NetHelpDesk representative for advice on this.

Scheduling a Date and Time

During the actual migration process, the following need to be considered:

Backing Up

As with all technical practices, make sure you back up everything as it is, should anything go wrong. Rolling back your changes whilst you analyse what went wrong (if it does) will keep your operations going, and minimise impact to your teams. NHD is the same as any other program in this way.

The screenshots that follow are of SQL Server 2014. Regardless of which version of NetHelpDesk you are running, or the version of SQL Server being used, the steps remain the same. If you are unsure at any time, please speak with a NetHelpDesk representative.

If your company does not have the resource for some, or all parts of this migration, please speak with a NetHelpDesk representative, so that they can prepare options for you. NetHelpDesk relies on third party software integrations to get the most from the product, and it is usually these that cause any issues that arise, due to the permissions of the customer’s environment.

If you think any cost will be incurred during this process, speak with us before commencement of the migration process.

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Your database for NetHelpDesk will need to be added to the new instance of SQL Server. NetHelpDesk uses this database to store and retrieve data and configuration to the main NetHelpDesk interfaces.

To Restore the .bak Database:

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Post Migration Steps

There will be a number of things to do, once NetHelpDesk is in its new environment. The NetHelpDesk support team will need to do this for you if migrating to the SaaS model, but will need your IT team to work with them for specific mailbox setup, and so on.

Configuring a new UDL file for use with SQL Server

The data link file, which links the NetHelpDesk interfaces to the SQL Server database, will need to be updated. The data link file is called NetHelpDesk.udl, and one is automatically created and configured for you if following the installer.

If not, you will have to do this manually. To achieve this:

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Creating New Shortcuts Manually

To use the NetHelpDesk Windows Interface, a shortcut is needed, and manually created if using the installer. If setting NetHelpDesk up manually, you will need to configure this manually.

The following graphic explains the main components of NetHelpDesk:

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If there is a NetHelpDesk shortcut in the root of your …\NetHelpDesk folder, these can be amended as necessary.

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Please Note: The NetHDClient.exe, the web interfaces, and the database can all be situated in three different places (e.g. Servers), two different places, or altogether in one. As long as the shortcut, and the NetHelpDesk.udl files point to right locations, NetHelpDesk will launch without issue.

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Manual Installation of Web Interfaces

To manually reinstate the web interfaces, see the separate guide for manual installation of the web interfaces. The \...\NetHelpDesk\Web\ folder contains all the files needed for the web interface. These can be kept in the same installation folder as the main program, or copies placed on a separate server, if you have a dedicated web server.

Web Interfaces Installed on Different Server

If the web interfaces are installed on IIS on a different server to the main NetHelpDesk install location, you will need to tell the web interfaces how to connect to the database. In this case, you will need to take a copy of the NetHelpDesk.udl file and place in the …\NetHelpDesk\Log folder (specified in the cnetweb.ini file) and rename the file to be: NHDatabase.udl.

Email Restoration

As stated before, you are essentially installing NetHelpDesk again on a new server, and all the same preparation will need to have been followed. To set up email integration, please the separate guide for this. Pay particular attention to the receive connector settings, if using Exchange.

Should you have any questions regarding any steps in this guide, please speak with the NetHelpDesk Support Team.

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