IMPORTANT:For logs, see Section 7.3, Logs
If you are using ZENworks Service Desk Appliance and want to migrate to ZENworks Service Desk 8.3 Appliance, then refer to the following sections:
Prior to migrating to ZENworks Service Desk 8.3, ensure that you perform the following:
The internal database server will be upgraded to a newer version. Ensure that you take a reliable backup of the internal database and keep it at a safe location before running the servicedesk-prereq.
As part of this process, a copy of the internal database will be created in the 2nd disk. Ensure that you have sufficient disk space available on the 2nd-disk.
If you are using an external database, then take a backup of the database.
If any configuration is changed in /etc/init.d/servicedesk.server file, then ensure that you note the changes.
If any configuration is changed in the Tomcat server such as the web.xml and server.xml files, then ensure that you note the changes.
IMPORTANT:Download and install servicedesk-prereq-8.3.0-0.noarch.rpm in the existing ZENworks Service Desk Appliance.
To install the prereq RPM, run the following command.
rpm -ivh servicedesk-prereq-8.3.0-0.noarch.rpm
This RPM will back-up the system configuration files such as database connection and customized banners.
The RPM can be downloaded from ZENworks Service Desk 8.3 product download page in Micro Focus Software License and Download.
This RPM prepares the internal database for the database server upgrade.
The backup file (backupforzsdv83) will be available in the /vastorage/ location.
Power off the existing ZENworks Service Desk Appliance.
Copy the second disk (/vastorage) and other additional disks.
During migration, relevant configuration and data is copied from the existing ZENworks Service Desk Appliance to the new deployed ZENworks Service Desk Appliance.
WARNING:Ensure that you followed all the prerequisites specified in the Pre-Migrate section and taken a reliable backup.
Deploy the ZENworks Service Desk 8.3 Appliance as instructed in Section 3.0, Appliance Deployment and do not attach the new hard disk.
IMPORTANT:DO NOT power on the Appliance at this step.
Take note of the existing ZENworks Service Desk Appliance hardware configurations and then configure the same in the newly deployed ZENworks Service Desk Appliance.
Attach the migration hard disk (/vastorage) to the newly deployed ZENworks Service Desk Appliance. Before attaching the hard disk (/vastorage), ensure that you remove all VMware snapshots so that the /vastorage disk has the correct disk file and latest configuration settings.
Power on the newly deployed ZENworks Service Desk Appliance and wait till credential screen is displayed.
Specify the root and sdadmin passwords for the ZENworks Service Desk 8.3 Appliance.
The Appliance Configuration utility automatically populates the identity and network details for the newly deployed ZENworks Service Desk Appliance from the older ZENworks Service Desk data and continues booting the Appliance. When the process completes, the URL is displayed on the Appliance console.
After you migrate to the newly deployed ZENworks Service Desk Appliance, ensure that you perform the following:
If any logging parameters are change in the logging.properies file, then ensure that you note those changes
The backup of important configuration file will be available in /vastorage/backupforzsdv83 location.
If you have made any changes in the Tomcat server such as the web.xml and server.xml files, then update the changes.
If any memory configuration is modified in the /etc/init.d/servicedesk.server file update the same changes.
To configure network settings, go to the Appliance Configuration and click Network.
In the browser, open the Classic ZENworks Service Desk portal. The schema upgrade will be initiated automatically, and the upgrade process might be in progress or completed.
A confirmation message is displayed after the upgrade is completed.
If the upgrade fails, then follow the on-screen instructions.
If you have customized the CSS, then you should customize it again, as the existing customization might not work. The backup of CSS is available in the /vastorage/LiveTime/Style location.
After completing the migration process, review and replicate the same changes in the following UI locations:
Setup > Customize > User Portal > CSS
Setup > Customize > Customer Portal > CSS
NOTE:
In case of any UI related issues, press Ctrl+F5 to refresh the browser cache.
If any error is displayed, then you can clear the browser cache and try again. If the error persists, contact Micro Focus Customer Support.
(Optional) After completing the upgrade and confirming that ZENworks Service Desk 8.3 is running without any errors, you can remove the internal database backup from the location /vastorage/backupforzsdv83/internaldb/dbdump_full.sql to reclaim the extra free disk space.
IMPORTANT:Re-register Online Updates and Configure settings based on your requirements.