Restoring the ServiceDesk server after a failure

Article:HOWTO62374  |  Created: 2011-12-13  |  Updated: 2011-12-20  |  Article URL http://www.symantec.com/docs/HOWTO62374
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How To


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Restoring the ServiceDesk server after a failure

You may need to restore a server after a ServiceDesk IIS failure or a Workflow Server failure. If the data disks or the entire operating system of your ServiceDesk server fails, you must run a base installation. Restoring a ServiceDesk or Workflow Server means that you get it up and running again.

See About restoring data.

Restoring your server involves the following main steps:

The following procedures are based on the assumption that the operating system functions and that IIS 7.5 Web Services have been installed and restarted.

To back up the current Process Manager database

  1. Open Microsoft SQL Server Management Studio.

  2. Navigate to the Process Manager database files in the Microsoft SQL Server Management Studio as you did when you backed them up.

    See Backing up Workflow and ServiceDesk.

  3. In Microsoft SQL Server Management Studio, look at the properties of the database named Process Manager to locate the database files to back up.

  4. Make a backup of the Process Manager database.

Detach the Process Manager database

  1. Start the Microsoft SQL Server Management Studio.

  2. Right-click the Process Manager database and click Tasks > Detach.

  3. Store the LDF files and MDF files in an easily accessible location on your server hard drive.

To reinstall the ServiceDesk server

  1. Perform a new installation of ServiceDesk.

    Refer to the Symantec Knowledge Base article HOWTO49691 for ServiceDesk installation information.

  2. Shut down the Symantec Workflow Server service. On the ServiceDesk server start the Microsoft Management Console and open Services (Local).

  3. Under Services (Local), navigate to the Symantec Workflow Server Service and click Stop the service.

  4. Stop the WWW Services. On the ServiceDesk server start the Microsoft Management Console and open Services (Local).

  5. Under Services (Local), navigate to the World Wide Web Publishing Service and click Stop the service.

  6. Start the Microsoft SQL Server Management Studio to delete the newly created Process Manager database on the SQL Server.

  7. Under Databases right-click Process Manager and click Delete.

  8. Copy the original Process Manager database back onto the SQL Server.

    To copy the database copy the LDF files and MDF files to the original location. The files are accessible through the Microsoft SQL Server Management Studio.

    See Backing up Workflow and ServiceDesk.

  9. Start the Microsoft SQL Server Management Studio to attach the original Process Manager database to the SQL Server.

  10. Right-click the Database folder and click Attach.

  11. Click Add and locate the Process Manager MDF and LDF files. Then click OK to attach the files again.

  12. Restore the %systemroot%\system32\inetsrv directory.

    Refer to vendor-specific information for details about how to perform this step.

  13. Restore the SymQ C:\Program Files\Symantec\Workflow\Data directory.

  14. Restore your ServiceDesk workflows from your backup media to the C:\Program Files\Symantec\Workflow\WorkflowDeploy directory.

    Expect to overwrite some content here. The purpose of this step is to restore the original ServiceDesk changes that you made to your system as they were before the failure.

To restart the World Wide Web Publishing Service on the ServiceDesk server

  1. On the ServiceDesk server, start the Microsoft Management Console.

  2. Open Services (Local).

  3. Navigate to the World Wide Web Publishing Service and under Applicaton Experience click Restart the service.

To restart the Symantec Workflow Server service

  1. On the ServiceDesk server, start the Symantec Workflow Server service.

  2. Open Services (Local).

  3. Navigate to the Symantec Workflow Server service, and under Applicaton Experience click Restart the service.

See Symantec Backup at https://www-secure.symantec.com/business/index.jsp.


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