Workflow and ServiceDesk Community

So after several years, my org is moving away from the SMP and will be moving to a new endpoint management suite. However, we have yet to find a ServiceDesk replacement that met our needs.

Naturally, I'm now tasked with making sure that SD continues to function for as long as we need it to. From what I can tell, I'll need to keep an SMP around for licensing purposes if nothing else (yes, obviously we need to continue to pay for SD). Not a big deal there, but I'd really like to retire the existing SMP and setup a new one with a slimmer DB. One of my concerns is ol tickets having ties to SMP equipment resources. If I break that connection, then all that historical data goes with it, I imagine.

Any one have thoughts on the feasibility of that?

Next, assuming I find it easier to keep the old SMP around for whatever reasons, what can I do to keep SD from wasting cycles looking for SMP data that isn't needed? I'm wondering if I can turn off or redirect the asset view and data services projects so that it isn't looking for a new computer in the old DB.

Finally, anyone have any other thoughts on standalone servicedesk installs? Anyone ever actually run one and have any additional tips on switching? Also, while I'm tagging this as 7.6, I suppose it really pertains to any 7.1 or later version.

Hi Michael,

In order to maintain CMDB while installing a new SMP, just keep a copy of your database. Once you install your new SMP, in database settings you just point to your old CMDB. SMP will get your old database upgraded and you will have all your history. Check out:

https://www-secure.symantec.com/connect/forums/cmdb-db-move-and-then-prompt-upgrade-db

http://www.symantec.com/docs/HOWTO9822

http://www.symantec.com/docs/HOWTO10098

In order to install new SD 7.6, you will have to maintain a SMP server working, no matter what. But you can install them in only one server, just make sure you comply to implementation guide instructions and hardware requirements. That's not ideal, but I have seen working in a bunch of customers (where there's only SD working and no other suite, such as CMS, AMS or SMS).

Hope this helps.

Regards.