Client Management Suite

This article describes how to migrate ServiceDesk to a new server and also how to migrate the SQL Server to a new SQL Server.  There are situations where moving the applications to new hardware or other servers may be necessary. 

From a very high level, this process stops services, provides steps to backup existing customized workflows, backs up the existing Ensemble database in SQL, provides for re-installation of Servicedesk, and then restarts the services. It also outlines some caveats based on server names changes, etc.

How to Migrate the ServiceDesk Microsoft SQL Server

To start, on the ServiceDesk server, close Workflow Designer and Process Manager if they are open.

1. In Windows, click on the Start button > Administrative Tools > Services.
2. Locate the LogicBase 2006 Server Extensions service, right click on it and click on Stop.
3. Click on the Windows Start button > Run.
4. Type IISRESET /STOP.
5. Click on the OK button.
6. Backup any customized Workflow projects. Project folders are stored in the <ServiceDesk_installation_drive>:\Program Files (x86)\Altiris\Workflow Designer\WorkflowProjects folder. Note: If customized projects are not backed up, these may be overwritten by the reinstall of ServiceDesk, performed later in these instructions. If so, there is no method to recover these unless a backup has previously been performed on them. For more information on how to backup and restore project customizations, please refer to the following article:
   
   How to backup and restore ServiceDesk Workflow project customizations
   http://www.symantec.com/business/support/index?page=content&id=HOWTO36202
    
7. If the existing database is to be migrated, using Microsoft instructions or referring to your DBA, copy the Ensemble database from the original SQL Server to the new SQL Server. Note: ServiceDesk 7.0 is designed to be used with SQL Server 2005 (32 or 64-bit). Support for SQL Server 2008 will be added to a future version of ServiceDesk.
8. Reinstall ServiceDesk by following instructions from KB HOWTO31346. During the reinstall, choose Upgrade and then choose the new database server. Do not select to create a new database, unless the old database is not wanted any longer.
   
   How to Install and run ServiceDesk 7.0 MR2 with a domain account instead of local system account
   http://www.symantec.com/business/support/index?page=content&id=HOWTO31346
    
9. Restore any customized Workflow projects.
10. In Windows, click on the Start button > Administrative Tools > Services.
11. Locate the LogicBase 2006 Server Extensions service, right click on it and click on Start.
12. Click on the Windows Start button > Run.
13. Type IISRESET /START.
14. Click on the OK button.
15. ServiceDesk should now be updated to use the new Microsoft SQL Server.

How to Migrate the ServiceDesk server

Use the above instructions but with the following changes:

1. Skip step 8.
2. For step 9, perform a New install not an Upgrade install. Choose the existing database server and do not select to create a new database, unless the old database is not wanted any longer.

Troubleshooting

If the name of the ServiceDesk server is changed and the original database is kept, this will result in issues. For example, e-mail messages with URLs will all be broken. Other references to the old server name will also no longer be valid. This will then require manual changes in various areas, such as Application Properties.