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Upgrade Procedures

What are the procedures/policies for upgrading Gems for a customer.  Do we 
need to put in a work order, and then a CD is sent to the customer???

Also, this is for upgrading my own system.  If I am upgrading from, let's 
say version 1.11 to version 1.15, do I need to download all the versions of 
reports between those two version to have all of the latest reports, or 
just the latest version of reports will contain all of the upgrades???

Jeff Hintz
Global Election Systems