Upgrading the ServiceDesk application software

Article:HOWTO84708  |  Created: 2013-05-23  |  Updated: 2013-07-30  |  Article URL http://www.symantec.com/docs/HOWTO84708
Article Type
How To


Subject


Upgrading the ServiceDesk application software

You can upgrade to ServiceDesk 7.5 MP1 from ServiceDesk 7.5 on the same server hardware and Process Manager database.

Before you attempt to upgrade the ServiceDesk application software, make sure that you completed all previous steps in the process.

See Process for upgrading from ServiceDesk 7.5 to ServiceDesk 7.5 MP1.

Table: Process for upgrading the ServiceDesk application software

Step

Action

Description

Step 1

Open the ServiceDesk installer

Launches the ServiceDesk Installation and Configuration Wizard.

Step 1: To open the ServiceDesk Installation and Configuration Wizard

For more information about the ServiceDesk Installation and Configuration Wizard, see the following topic:

See ServiceDesk Installation and Configuration Wizard.

Step 2

Upgrade the Workflow Platform

Lets you upgrade the Workflow Server, the Process Manager portal, the Process Manager database, and Workflow Designer.

You must upgrade the Workflow Platform before you upgrade the ServiceDesk modules.

Step 2: To upgrade the Workflow Platform

Step 3

Upgrade the ServiceDesk modules

Lets you upgrade the ServiceDesk modules and the ServiceDesk related Process Manager portal settings.

Step 3: To upgrade the ServiceDesk modules

Step 1: To open the ServiceDesk Installation and Configuration Wizard

  1. On the ServiceDesk server, in the location to which you downloaded the installation file, double-click the following shortcut:

    Symantec.ServiceDesk.Setup.msi

  2. In the Open File - Security Warning dialog box, click Run.

Step 2: To upgrade the Workflow Platform

  1. On the ServiceDesk Installation and Configuration page, under Install, Repair, Upgrade, or Remove Workflow Server and Portal, click Start Program.

  2. On the Start Workflow Installation Program page, click Install, Upgrade or Repair the Workflow Platform and then click Next.

    This page displays the version of Workflow that is currently installed. You need to upgrade to the new version of the Workflow Platform. This version of the Workflow Platform was included when you upgraded the ServiceDesk Solution software to version 7.5 MP1 on the Symantec Management Platform.

    To see the version of Workflow that is required for this upgrade, run a system diagnostic.

    See Running a system diagnostic.

  3. On the Workflow License Agreement page, review the license agreement, check I have read and agree to the license terms, and then click Next.

  4. On the Connect to SMP page, verify that the Symantec Management Platform address and credentials are correct.

    This connection lets the ServiceDesk Installation and Configuration Wizard download the new version of the Workflow Platform installer from the Symantec Management Platform.

    If you use multiple versions of the Symantec Management Platform, make sure that you specify the one on which you upgraded the ServiceDesk Solution software.

  5. Click Test Connection.

    Do not leave this page until your connection is confirmed.

  6. When you are finished, click Next.

  7. On the Download Workflow Installer page, click Begin Download. Then after the download is complete, click Next.

  8. On the Set Server Base URL page, verify that the ServiceDesk server address is the one that you used during your previous installation and click Next.

    Note:

    If you use SSL/HTTPS encryption, the Server Address must match the Issued To name on the SSL certificate that you installed in IIS. You should only access the Process Manager portal by using the Issued To name on the SSL certificate to avoid encountering errors.

  9. On the Workflow Installation Options page, provide the following information:

    Install Location

    The installer displays the location where you installed Workflow and ServiceDesk during your previous installation.

    Warning:

    You must use the same install location that you used for your previous installation. If you do not, your ServiceDesk system may not operate properly after upgrade.

    Start Menu Path

    Lets you determine where to install the program shortcuts on the Start menu on the ServiceDesk server.

    • You can use the default Start menu path and folder name: Symantec\Workflow.

    • You can select or type the path and the folder name in the Start menu in which to create the Program shortcuts.

    Note:

    If you do not use the same path that you used during your previous installation, you create duplicate shortcuts.

    Program Shortcuts

    • On Desktop

    • In Quick Launch Bar

    Lets you determine if and where the additional program shortcuts are installed. By default In Quick Launch Bar is checked.

    Workflow Website

    ServiceDesk requires you to use the Default Web Site (Site ID1).

    Install Workflow Designer

    Lets you upgrade Workflow Designer.

    If Workflow Designer is installed, you must leave this option checked so that it is upgraded.

    Admin Account Name

    Displays the Administrator Account Name that you set up during installation.

    Admin Password

    Confirm Admin Password

    Lets you change the Administrator Login password.

    If you need or want to change the Administrator Login password, you can change it after the upgrade is completed. For more information, see How to change Administrator User admin@logicbase.com in 7.0, 7.1 and 7.1 SP1 or admin@symantec.com in 7.1 SP2 password after installation? at http://www.symantec.com/docs/TECH146586

  10. When you are finished, click Next.

  11. On the Prepare Database Installation page, verify or provide the following information:

    Database Installation Account Setup section

    Lets you create an account for the installer to use when the installer upgrades the Process Manager database. This account lets ServiceDesk communicate with SQL Server during upgrade only. It also lets you specify the authentication method for ServiceDesk to use to connect to the Process Manager database.

    Server Name

    Verify that the SQL Server address is the one that you used during your previous installation.

    Type

    Lets you select your authentication method. The options are as follows:

    • Windows (Windows Integrated Security)

      Lets you use a domain account.

    • SQL (Microsoft SQL Server Security)

      Lets you use a SQL account.

      You can use a "SA" or equivalent account here if you want. Document your user name and password.

      If you plan to use this authentication method, the target database server must be configured to support SQL authentication.

    Username

    Password

    Lets you specify the credentials for the Windows or SQL account. This account should have the sysadmin server role on the SQL server.

    These credentials are not stored or used to run ServiceDesk. They are only used to set up the Process Manager database during installation.

    If you install SQL Server on its own server, include the domain prefix as follows:

    <domain>\<username>

    Database Installation section

    Displays the information that you provided and the selections that you made during the creation of the Process Manager database.

  12. When you are finished, click Validate Connection Details.

    Do not leave this page until your settings are confirmed.

  13. When you are finished, click Next.

  14. On the Runtime Database Account Setup page, type the credentials for the run-time account that you set up during your previous installation.

  15. When you are finished, click Test Settings.

    Do not leave this page until your settings are confirmed.

  16. When you are finished, click Next.

  17. On the Review Installation Settings page, review your settings.

  18. Do not click Next until you are ready to begin upgrade.

    If you need to change any of your settings, click Back to return to the previous pages.

  19. When you are ready to start the Workflow Platform upgrade, click Next.

  20. On the Installing the Workflow Server and ProcessManager Portal page, the ServiceDesk Installation and Configuration Wizard checks connections. The wizard then upgrades the Process Manager database, Process Manager portal, and Workflow Designer.

  21. After the wizard displays the installed successfully message, click Finish.

Step 3: To upgrade the ServiceDesk modules

  1. On the ServiceDesk Installation and Configuration page, under Install, Repair, Upgrade, or Remove ServiceDesk, click Start Program.

  2. On the Start ServiceDesk Installation Program page, click Install, Upgrade, or Repair ServiceDesk and the click Next.

    This page displays the version of ServiceDesk that is currently installed. You need to upgrade to the new version of ServiceDesk.

  3. On the ServiceDesk License Agreement page, review the license agreement, check I have read and agree to the license terms, and then click Next.

  4. On the Select ServiceDesk Modules to Install page, click Next.

    This page displays the modules that are currently installed.

    This page also lets you install a ServiceDesk module. If you want to add a module, Symantec recommends that you add the module after you perform the upgrade.

    See Adding a ServiceDesk module.

  5. On the Repair Options page, click Next.

    For an upgrade, leave all options unselected.

    This page also lets you repair Process Manager portal settings. If you need to repair your portal settings, Symantec recommends that you repair them after you perform the upgrade.

    See About repairing Process Manager portal settings.

  6. On the Setup SMP Connection page, verify that your Symantec Management Platform address and credentials are correct.

    This connection lets the ServiceDesk server connect to the Symantec Management Platform to obtain licenses and to integrate with the Configuration Management Database.

    If you use multiple instances of the Symantec Management Platform, make sure to specify the one from which you intend to manage the ServiceDesk licenses.

  7. Click Test Connection.

    If the connection fails, check to make sure that the Symantec Management Platform address, user name, password, port, and SSL selection are correct.

  8. When you are finished, click Next.

  9. On the Configure Mail Settings page, verify your outbound and your inbound mail settings.

  10. In the Outbound Mail Settings section, verify the settings for email communication to and from ServiceDesk.

    SMTP Server Address:

    (Port):

    Lets you type the name of the mail server that ServiceDesk uses to send and receive emails. Use the following format:

    <mail.domain_name.com>

    Lets you specify the port to use for the protocol that you select.

    • The SMTP default port is 25.

    • The Secure SMTP (SSMTP) default port is 465.

    Use SSL

    Lets you use secure (encrypted) protocol to secure the email transmissions to and from ServiceDesk.

    Authenticate check box

    Lets you authenticate an SMTP server that requires authentication to send emails.

    Username

    Password

    Lets you type the credentials that the ServiceDesk server can use to interact with the SMTP server.

    Send Mail From

    Lets you type the email address from which ServiceDesk sends emails.

    For example:

    • <No-reply@domain_name.com>

    • <Support@domain_name.com>

      If you plan to respond to emails that are sent from ServiceDesk, Symantec recommends that you use a more specific address like this one.

    If you choose to monitor inbound email, use the same address that you use in the Username field under the Inbound Mail Settings section. That way, the responses are sent to the Inbox that ServiceDesk monitors.

    Send Errors To

    Lets you type the email address to which ServiceDesk errors are sent.

  11. Click Test to test the outbound mail settings connection.

    The ServiceDesk Installation and Configuration Wizard lets you precede with invalid outbound mail settings. Symantec recommends that you click Test to ensure that your settings are correct.

    Even if your settings are incorrect at this time, you can proceed with the upgrade. You can edit your outbound mail settings in the Process Manager portal. On the Master Settings page, in the Email Settings section, you can edit the Email SMTP server master settings. On the Application Properties page in the ServiceDesk Settings section, in the Mail Settings category, you can edit the outbound email settings.

  12. In the Inbound Mail Settings section, verify the settings for the Inbox Monitor tool.

  13. Click Test to test the inbound mail settings.

    The ServiceDesk Installation and Configuration Wizard lets you precede with invalid inbound mail settings. Symantec recommends that you click Test to ensure that your settings are correct.

    Even if your settings are incorrect at this time, you can proceed with the upgrade. You can edit your inbound mail settings in the Process Manager portal. On the Application Properties page in the ServiceDesk Settings section, in the Mail Settings category, you can edit the inbound email monitoring settings.

  14. When you are finished, click Next.

  15. On the Additional Options page, verify that your Critical Error Handling and Email Inbound Monitoring settings are correct and click Next

  16. On the ServiceDesk Installation page, click Begin Installation.

    If you need to change any of your settings, click Back to return to the previous pages.

  17. After the wizard displays the Installation was successful message, click Finish.

  18. If you experienced any problems during upgrade, check the ServiceDesk logs for errors and warnings.

    On the ServiceDesk installer, click View Log.

  19. Restore and publish your modified ServiceDesk Projects and custom workflow projects.

    Before you restore and republish your modified ServiceDesk Projects, compare them to the upgraded ServiceDesk Projects. You may want to merge your modified ServiceDesk Projects instead of restoring and republishing them.

    See the Symantec™ Workflow 7.5 User Guide.


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