Prior to upgrading to Service Desk 7.4, ensure that you perform the following:
If you are using Custom Banners in Micro Focus Service Desk, then back up the contents from /usr/share/tomcat6/webapps/LiveTime/images/banners/custom folder to an external storage.
If you are using the Customized CSS and upgrading from Service Desk 7.2, then copy the CSS file located at /LiveTime/Style/novell-7.0.css to an external storage.
If any configuration is changed in the Tomcat server such as the web.xml, server.xml, then ensure that you note the changes.
If any configuration is changed in Java such as the catalina.sh, then ensure that you note the changes.
If SSL is configured and you want to use the same certificates, then back up the certificates and keys.
The network or DNS related configuration will not be migrated. Hence, you need to note the details.
Ensure that you have a verified the backup of your existing appliance and the external database, if applicable.
The /Livetime folder contains a few important files that need to be backed up.
IMPORTANT:Service Desk supports no more than two major versions behind the latest release (N-2). Since the latest version is Service Desk 7.4 (N) the 7.3 (N-1) and 7.2 (N-2) versions are also supported.