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Upgrading Symantec Helpdesk 6.0 to ServiceDesk 7.5

Created: 20 Feb 2013 • Updated: 26 Aug 2013 | 3 comments
Dana-Marie's picture

 

Hi

I have a question regarding the upgarde of Symantec Helpdesk 6.0 to Symantec ServiceDesk 7.5.

I have a client that is currently running Helpdesk 6.0.6074 (SP 3 + R9) and would like to upgrade to ServiceDesk 7.5. However I am only seeing articles on migrating data from Helpdesk 6.5. I wanted you to confirm if an upgrade to 6.5 would first have to be done before upgrading to 7.5 or if it could in fact be done straight from 6.0.

Thanks in advance...

Comments 3 CommentsJump to latest comment

TGiles's picture

The migration is for Helpdesk 6.0. The 6.5 was for Knowledge Base articles.

Kevin Shilling's picture

Is this a true migration or just link to the data through the old helpdesk system. 

CNWilliams's picture

Hi Kevin,

Helpdesk Incidents:

Incidents cannot be directly migrated to the ServiceDesk server. However, each Helpdesk Solution incident can be linked to a new, corresponding incident task in ServiceDesk. You can see and work those incidents in the ServiceDesk portal, but their data always remains on the Helpdesk Solution server.

Helpdesk Categories:

The categories are migrated from Helpdesk Solution to ServiceDesk.

Helpdesk Knowledge Base Content:

The knowledge base (KB) articles are migrated from Helpdesk Solution to ServiceDesk.

See the Known issues section in the Symantec ServiceDesk 7.5 Release Notes at

http://www.symantec.com/docs/DOC5720

Kindest Regards,

CNWilliams

 

CNWilliams