There is a number of issues that are fixed in the Workflow 7.1 SP2 MP1 (which is part of Symantec Management Platform 7.1 SP2 MP1). Unfortunately, the list of fixes in Release Notes is not correct at this time. We are working on getting a proper Fixed Issues list.
There are fixes in newer Workflow versions that you may want to have in your ServiceDesk 7.1 SP2 (note that Workflow 7.1 SP2 updates can only be applied to ServiceDesk 7.1 SP2 and not the earlier versions).
Note: This is Workflow update. It will not affect ServiceDesk projects or any customizations in these.
Note: Upgrade your test environment first to check if new version causes any issues in your configuration/environment.
Check the installed Workflow version (Workflow Manager > Help > About). Workflow 7.1 SP2 MP1 version number is 7.1.1500.2051, if you have a version with a higher build number do not install Workflow 7.1 SP2 MP1. It is possible to have a newer version, for example if you have received a Workflow 7.1 SP2 Rollup from Symantec Technical Support.
Before starting the installation, make sure you have a backup of both the ServiceDesk server and the ProcessManager database. There is no option to uninstall this update once it is applied. If you must back out you will need to completely re-install ServiceDesk (or restore it from backup) and restore the backed up database.
To get the Workflow 7.1 SP2 MP1 installer, you need you have Symantec Management Platform 7.1 SP2 MP1:
- Upgrade to/install Symantec Management Platform 7.1 SP2 MP1 (Helpful KB articles: DOC6052, TECH197966).
- In Symantec Management Console, open: Manage > Workflows > Download Workflow Server and Designer
- Click the 'Download Symantec Workflow Server and Designer (All license levels)' link to download the installer.
- Copy the installer to ServiceDesk server
Things to know before the install itself:
- The account you are running the installer with needs to have sysadmin rights in the database and needs to be different from the service account.
- Symantec Workflow Service logon account needs to be changed back to the service account after install finishes (install resets the service back to running with Local System account). For this, you need to have the password of the service account.
- In case you are using Workflow Enterprise Management, ServiceDesk may have to be removed and re-added. Note that this will delete the history of workflows published via Workflow Enterprise Management, making a screenshot or otherwise having a backup of that is advised.
I will provide two versions of instructions, a short one for people who are very familiar with Workflow/ServiceDesk installations that highlights the important part. And also a longer, step-by-step
Short version of the installation instructions:
If you are using Windows Authentication for accessing your SQL Server do not go through with the Upgrade option. Currently the installer does not honor the previous installation settings specifically for System Account Access page, this would most likely cause the installation to fail.
First please select Upgrade and click 'Next >', but do not click 'Install' on the Ready to install page. Click 'Prev <' button until you are back on the 'Maintenance' page (The one with New Install/Upgrade/Uninstall choice). This helps installer retrieve previously used settings.
You will need to choose the 'New Install' option with 'Show Advanced Options' enabled. The installer will automatically detect rest of the existing settings, including using the existing database, and it will allow you to set the System Account Access credentials properly. Same as during initial installation, you need to make sure service account is granted database access on the System Account Access page (and only the service account).
If you are using a SQL account, such as SA, you can choose 'Upgrade' as then the System Account Access section of the installer does not apply.
Remember to change the Symantec Workflow Service back to using the service account (installation reverted it to using Local System).
Long version of the installation instructions (with screenshots):
Please be aware that on screenshots below, values like server names are for reference only (from the test box I took screenshots from) and should be filled (filled by installer itself by default) with appropriate values from your environment.
1. Start the installer, accept the License Agreement
2. Select the 'Upgrade' or make sure it is selected (as it should get selected by default), click 'Next >'
3. Do not click Install. Click 'Prev <' buttons until you are back at the Maintenance page (the one with New Install/Upgrade/Uninstall selection)
4. Click on 'New Install' and check the 'Show Advanced Settings During Installation' checkbox. Then click 'Next >'
5. Make sure the appropriate Roles are checked, in general all should be checked
6. Go through the next steps in the wizard and check that the displayed settings match to your current installation (they should). The screenshots here are just for reference
7. Make sure your SMP Server Credentials are valid and that the 'Test' result is 'Success'
8. Make sure your Database connection details are valid, pointing to your existing ServiceDesk database and that the 'Test' result is 'Success'
9. Make sure that 'Install mode' is set to 'Update Existing Database'
10. Verify that your Replication database and Analysis Services details are correct (if you are using these)
11. Uncheck all the accounts listed by default (NETWORK SERVICE, IIS APPPOOL\DefaultAppPool and ISS APPOOL\Classic .NET AppPool). In the field below, enter your service account (in DOMAIN\username format) and click Add. Make sure it is shown in the list and checked.
12. Continue with the installation, generally you should not change anything on these pages
13. On System Check page, there should be no errors. (The warning on screenshot points out that Analysis Services is not configured)
14. Review the settings and click 'Install'
15. Wait until installation completes. Usually it takes less than 10 minutes (depending on your environment).
16. Once it shows 'Installation Finished Successfully!', Click 'Finish' and the installer part is done.
17. Change the Log On account for Symantec Workflow Server service to your ServiceDesk service account.
18. As usual with upgrades, please test your ServiceDesk functionality (do existing Incidents work, can new Incidents be created etc.) to see if there are any issues.