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Upgrade from Altiris Helpdesk 6 to ServiceDesk 7

Updated: 21 May 2010 | 7 comments
Mustafa Abdel-Aziz's picture
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This issue has been solved. See solution.

Hello,

I need to know if I can upgrade my running Altiris Helpdesk Solution 6.5 to Service Desk 7 directly on the same server without new installtion, and how to do that?

Regards,
Mustafa

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jjesse's picture
11
Oct
2009
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Requires a 64-bit box

Service Desk 7.0 requires a 64-bit system to be installed on.  Also it requires a CMDB 7 server for licensing.  So what you would need is 1 CMDB 7 system and 1 64-bit Windows 2003 server in order for SD7 to isntall.

Long and short, no

Jonathan Jesse Practice Principal ITS Partners

Mustafa Abdel-Aziz's picture
11
Oct
2009
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So, I can upgrade my current

So, I can upgrade my current NS 6 to 7 and use it as CMDB 7 system, and I need another 64-bit system for DS.

Well, what about licensing? Can I use my current Helpdesk license to upgrade to SD7, or will I need to get additional licenses?

Regards,
Mustafa

Rdutch12's picture
12
Oct
2009
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As far as I know there is no

As far as I know there is no "on the box upgrade" for upgrading Help Desk to SD 7.
First of all you need a NS 7 server with the SD7 solution installed ( this is for licensing). Then you need a sperate 64-bit server for the Aactual Service Desk 7 server.
You can migrate categories, incidents and KB articles, but you would have to keep your Help Desk server up and running to access your old incidents.

Rob Hilberding Sr. Consultant ExpressAbility www.expressability.com

Mustafa Abdel-Aziz's picture
13
Oct
2009
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Thank you so much. Well, for

Thank you so much.

Well, for the SQL server, does it have to be a separate server, or I can install it on the same server as SD7?

Regards,
Mustafa

Rdutch12's picture
13
Oct
2009
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You can install it on the

You can install it on the same server as the SD7. However of course it has to be 64-bit SQL

Rob Hilberding Sr. Consultant ExpressAbility www.expressability.com

Mustafa Abdel-Aziz's picture
13
Oct
2009
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Thank you so much Rob for

Thank you so much Rob for your help.

Mustafa Abdel-Aziz's picture
14
Oct
2009
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Onle last question regarding

Onle last question regarding SD7.

I'm going to upgrade my current Helpdesk 6 licnese to Service Desk 7 license. Do I need any additional licenses to use Change Management and Problem Management facilities that are available in Service Desk 7?

Regards,
Mustafa