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ServiceDesk upgrade 7.5 to 7.5 MP1

Created: 19 Jul 2013 • Updated: 26 Aug 2013 | 9 comments
seralar's picture

Hi Gurus,

w have servicedesk 7.5 in place with a lot of customizations ( slas, languaje, incidents ruleset, etc). which settings I need to uncheck to keep these customizations?

 

upgrade.png

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TGiles's picture

As a rule you should backup all of the items mentioned to be safe. By default the upgrade doesn't check any of the override options. However if there are new fields that are needed to function with the new version we will override the existing pieces of data. 

Also always backup any project files you've customized as these will be over written with the new versions.

CNWilliams's picture

Hi Sergio.Arias,

Refer to Chapter 9: Upgrading from ServiceDesk 7.5 to ServiceDesk 7.5 MP1  in the Symantec ServiceDesk 7.5 MP1 Implementation Guide at

http://www.symantec.com/docs/DOC6513

Kindest Regards,

CNWilliams

CNWilliams

seralar's picture

Yes, thanks for the advice and the guide, so in my case none option should I choose?

CNWilliams's picture

Hi Sergio.Arias,

According to the guide, you should not choose any options:

  1. 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” on page 138.

Kindest Regards,

CNWilliams

CNWilliams

seralar's picture

Thanks CNWilliams, I important read the manual.. jeje

Regards

seralar's picture

CNWilliams,

 

I followed the guide, The upgrade process halts with this error

 

 

DEBUG 15:00:33,696 4 Symantec.ServiceDesk.ModuleFramework.PmServiceFacade - Deleting page [66e9a472-e3ec-11e1-9f3c-0022190d18a7] from ProcessManager...
ERROR 15:00:33,774 4 Symantec.ServiceDesk.Installation.InstallSteps.PublishPagesInstallStep - Caught [System.Web.Services.Protocols.SoapException] while publishing portal pages.
System.Web.Services.Protocols.SoapException: System.Web.Services.Protocols.SoapException: Server was unable to process request. ---> System.Exception: cannot delete this page, since it has a sub page linked to it
   at LogicBase.Ensemble.Portal.ServiceCore.PageDefinition.Delete(String sessionID, String pageID)
   at LogicBase.Ensemble.Settings.SettingsService.RemovePageDefinition(String sessionID, String pageID)
   --- End of inner exception stack trace ---
   at System.Web.Services.Protocols.SoapHttpClientProtocol.ReadResponse(SoapClientMessage message, WebResponse response, Stream responseStream, Boolean asyncCall)
   at System.Web.Services.Protocols.SoapHttpClientProtocol.Invoke(String methodName, Object[] parameters)
   at LogicBase.Core.Ensemble.Settings.SettingsService.RemovePageDefinition(String sessionID, String pageID)
   at Symantec.ServiceDesk.ModuleFramework.PmServiceFacade.RemovePage(String pageId)
   at Symantec.ServiceDesk.ModuleFramework.ModulePortalPage.Install(InstallationContext ctx)
   at Symantec.ServiceDesk.Installation.InstallSteps.PublishPagesInstallStep.DoExecute()
ERROR 15:00:33,780 4 Symantec.ServiceDesk.Installation.Core.InstallStep - InstallStep failed due to an exception
System.Web.Services.Protocols.SoapException: System.Web.Services.Protocols.SoapException: Server was unable to process request. ---> System.Exception: cannot delete this page, since it has a sub page linked to it
   at LogicBase.Ensemble.Portal.ServiceCore.PageDefinition.Delete(String sessionID, String pageID)
   at LogicBase.Ensemble.Settings.SettingsService.RemovePageDefinition(String sessionID, String pageID)
   --- End of inner exception stack trace ---
   at System.Web.Services.Protocols.SoapHttpClientProtocol.ReadResponse(SoapClientMessage message, WebResponse response, Stream responseStream, Boolean asyncCall)
   at System.Web.Services.Protocols.SoapHttpClientProtocol.Invoke(String methodName, Object[] parameters)
   at LogicBase.Core.Ensemble.Settings.SettingsService.RemovePageDefinition(String sessionID, String pageID)
   at Symantec.ServiceDesk.ModuleFramework.PmServiceFacade.RemovePage(String pageId)
   at Symantec.ServiceDesk.ModuleFramework.ModulePortalPage.Install(InstallationContext ctx)
   at Symantec.ServiceDesk.Installation.InstallSteps.PublishPagesInstallStep.DoExecute()
ERROR 15:00:46,025 4 Symantec.ServiceDesk.Installation.Core.SetupEngine - Install step [8] failed. Rolling back all previous steps...
BRING's picture

It sounds like you have a default page that has some customizations attached to it.  The guid 66e9a472-e3ec-11e1-9f3c-0022190d18a7 is the pageID for the technician Dashboard. It appears to have a sub-page linked to it.

 

Go to the Admin>Portal>Manage Pages Option and find the Technician Dashboard page.  

Now export the page using the export button.  

Once exported, remove any sub page references or links.

Now rerun the upgrade.

Once the Upgrade is complete, you should be able to import your version of the dashboard page.

 

Thanks

Bring

 

 

seralar's picture

Thanks BRING,

So, To do the upgrade, I will need to backup all my web pages customizations and reset to Default layout ?

 

Regards

BRING's picture

Sergio,

 

I would always make it a habit of backing up all of my customizations prior to an upgrade.  You then can quickly restore any items that were reset to default.

Regards