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  • 1.  ServiceDesk upgrade 7.5 to 7.5 MP1

    Posted Jul 19, 2013 09:47 AM

    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



  • 2.  RE: ServiceDesk upgrade 7.5 to 7.5 MP1

    Broadcom Employee
    Posted Jul 19, 2013 10:09 AM

    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.



  • 3.  RE: ServiceDesk upgrade 7.5 to 7.5 MP1

    Posted Jul 19, 2013 11:10 AM

    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



  • 4.  RE: ServiceDesk upgrade 7.5 to 7.5 MP1

    Posted Jul 19, 2013 12:17 PM

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



  • 5.  RE: ServiceDesk upgrade 7.5 to 7.5 MP1
    Best Answer

    Posted Jul 19, 2013 01:05 PM

    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 settingson page 138.

    Kindest Regards,

    CNWilliams



  • 6.  RE: ServiceDesk upgrade 7.5 to 7.5 MP1

    Posted Jul 19, 2013 01:46 PM

    Thanks CNWilliams, I important read the manual.. jeje

    Regards



  • 7.  RE: ServiceDesk upgrade 7.5 to 7.5 MP1

    Posted Jul 19, 2013 03:20 PM

    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...


  • 8.  RE: ServiceDesk upgrade 7.5 to 7.5 MP1

    Posted Jul 19, 2013 06:47 PM

    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

     

     



  • 9.  RE: ServiceDesk upgrade 7.5 to 7.5 MP1

    Posted Jul 22, 2013 12:34 PM

    Thanks BRING,

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

     

    Regards



  • 10.  RE: ServiceDesk upgrade 7.5 to 7.5 MP1

    Posted Jul 23, 2013 06:17 PM

    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