If you are using ZENworks Service Desk and want to migrate to ZENworks Service Desk 23.3, then refer to the following sections:
NOTE:
ZENworks Service Desk 23.3 will be available only through the Online Product Upgrade Channel.
If you want to migrate from versions older than ZENworks Service Desk 8.3.x, then you need to upgrade to ZENworks Service Desk 8.3.x and then to ZENworks Service Desk 23.3.
ZENworks Service Desk 23.4 is an incremental update from ZENworks Service Desk 23.3. Upgrading ZENworks Service Desk from ZENworks Service Desk 8.3.x using Online Product Upgrade will automatically upgrade to ZENworks Service Desk 23.4.
If the Product Upgrade tile is not displayed in the ZENworks Service Desk Appliance home page, then install servicedesk-release from the Online Update tile and reboot the Appliance.
NOTE:
Ensure that you have Activation Key to complete the upgrade process. The existing ZENworks Service Desk activation key can also be used for Online registration.
If you are using ZENworks Service Desk 8.3.1 and you have de-registered from the Online Channel, then re-registration might fail.
Open the Appliance Terminal as a root user and run the following command:
sed -i 's/8.3.1/8.3/g' /etc/products.d/servicedesk.prod
After running the command, try registering to the Online Channel. If the registration fails again, then contact Customer Support.
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.
After migration is successfully completed, the backup of important configuration file will be available in /vastorage/backupforzsdv233 location.
NOTE:ZENworks Service Desk will be automatically upgraded to ZENworks Service Desk 23.4, and backupforzsdv234 folder will be created instead of backupforzsdv233.
Stop the ZENworks Service Desk Service.
In the ZENworks Service Desk Appliance home page, Go to the Appliance Configuration section, click Product Upgrade.
Click Start.
Read and accept the License agreement.
In the Register Online Update Service, specify the Activation Key.
On successful registration, the channel is automatically redirected to ZENworks Service Desk 23.3, where applicable product updates and Operating System security patches are available periodically.
NOTE:After completing the registration, if you do not continue with the upgrade and if Online Update is scheduled, then on the next scheduled update, the appliance will be upgraded to ZENworks Service Desk 23.3 automatically.
In the Update Now dialog, read the displayed instructions, and then click OK.
NOTE:While updating the ZENworks Service Desk, the following error message might be displayed when the appliance takes a longer time to update. Ignore the displayed error message as the update will be completed successfully:
An error occurred while communicating with the server.
After successfully completing the upgrade process, reboot the Appliance.
After you migrate to ZENworks Service Desk 23.3, ensure that you perform the following:
The backup of important configuration file will be available in /vastorage/backupforzsdv233 location.
NOTE:ZENworks Service Desk is automatically upgraded to ZENworks Service Desk 23.4, and backupforzsdv234 folder is created instead of backupforzsdv233.
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 Technician 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, and the existing customization does not work, then you can review and replicate the same customization changes in the following locations:
Setup > Customize > User Portal > CSS
Setup > Customize > Customer Portal > CSS
The backup of CSS is available in the /vastorage/LiveTime/Style location.
NOTE:In case of any UI related issues, press Ctrl+F5 to refresh the browser cache.