If you are using ZENworks Service Desk and want to migrate to ZENworks Service Desk 8.3.1, then refer to the following sections:
NOTE:
ZENworks Service Desk 8.3.1 will be available only through the Online channel.
You can upgrade to ZENworks Service Desk 8.3.1 only from ZENworks Service Desk 8.3.
Take a snapshot of ZENworks Service Desk Appliance.
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.
On the ZENworks Service Desk Appliance home page, in the Appliance Configuration section, click Online Update.
In the Online Update page, select Needed Patches from the drop-down, select ZENworks Service Desk 8.3.1, and then click Update Now.
(conditional) If the Automatically agree with all license agreements and Automatically install all interactive patches options are displayed, click OK.
(Conditional) If you have not installed all the required patches, then the Update Now window is displayed. Click OK to install all the required patches.
After completing the migration process, reboot the Appliance.
NOTE:After successfully upgrading, in the Online Update page, select Installed Patches from the drop-down, the ZENworks Service Desk 8.3.1 will be listed in this page.
After you migrate to ZENworks Service Desk 8.3.1, ensure that you perform the following:
The backup of important configuration file will be available in /vastorage/backupforzsdv831 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 the changes are not available in the file.
If any memory configuration is modified in the /etc/init.d/servicedesk.server file update the same changes, if the changes are not available in the file.
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, if the existing customization does not work. The backup of CSS is available in the /vastorage/LiveTime/Style location.
Review and replicate the same customization 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.
If you had configured OAuth based authentication (OAuth or MS Modern Auth) for Email in earlier versions using provided FTF, then after upgrade, you need to configure the settings again in the Email Setup page (Setup >Email > Server).