5.2 Migrating ZENworks Service Desk 8.0 to ZENworks Service Desk 8.1/8.1.2

IMPORTANT:

ZENworks Service Desk 8.0 Appliance can be migrated to ZENworks Service Desk 8.1 Appliance via any of the following methods:

5.2.1 Migrating to ZENworks Service Desk 8.1 using the Second Disk

If you are using ZENworks Service Desk 8.0 Appliance and want to migrate to ZENworks Service Desk 8.1 Appliance, then refer to the following sections:

Pre-Migrate

Prior to migrating to ZENworks Service Desk 8.1, ensure that you perform the following:

  • If you are using an external database, then take a backup of the database

  • Copy the second disk (/vastorage) and other additional disks.

  • 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.

  • If any configuration is changed in /etc/init.d/servicedesk.server file, then ensure that you note the changes.

  • Important: Download and install servicedesk-prereq-8.1.0-0.noarch.rpm in the ZENworks Service Desk 8.0 Appliance. This RPM will backup the system configuration files such as database connection and customized banners.

    The RPM can be downloaded from ZENworks Service Desk 8.1 product download page in Micro Focus Control Center.

  • Power off ZENworks Service Desk 8.0 Appliance.

Migrate

During migration, relevant configuration and data is copied from ZENworks Service Desk 8.0 Appliance to ZENworks Service Desk 8.1 Appliance.

  1. Deploy the ZENworks Service Desk 8.1 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.

  2. Take note of the ZENworks Service Desk 8.0 Appliance hardware configurations and then configure the ZENworks Service Desk 8.1 Appliance with the same configurations.

  3. Attach the migration hard disk (/vastorage) to the ZENworks Service Desk 8.1 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.

  4. Power on the ZENworks Service Desk 8.1 Appliance and wait till credential screen is displayed.

  5. Specify the root and sdadmin passwords for the ZENworks Service Desk 8.1 Appliance.

    The Appliance Configuration utility automatically populates the identity and network details for the ZENworks Service Desk 8.1 Appliance from the ZENworks Service Desk 8.0 data and continues booting the Appliance. When the process completes, the URL is displayed on the Appliance console.

Post Migrate

After you migrate to ZENworks Service Desk 8.1 Appliance, ensure that you perform the following:

  • 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.

  • Connect to ZENworks Service Desk Appliance 8.1 through a browser.

    NOTE:In case of any UI related issues, press Ctrl+F5 to refresh the browser cache.

  • Connect to the database:

    1. Go to the Appliance Home page, click Classic ZENworks Service Desk.

      ZENworks Service Desk opens in a new browser tab.

    2. Click Edit, and then Advanced.

    3. Click Upgrade to complete the process.

      A confirmation message is displayed after upgrade is completed.

  • If you have customized the CSS, then the backup of CSS is available in the /vastorage/LiveTime/Style location.

    After completing the migration process, replicate the same changes in the following UI location:

    Setup > Customize > User Portal > CSS

  • If you had customized the new end-user portal, then you should customize it again, as the existing customization might not work. To customize, go the following UI location:

    Setup > Customize > Customer Portal > CSS

NOTE:If any error is displayed, then you can clear the browser cache and try again. If the error persists, contact Micro Focus Customer Support.

IMPORTANT:

5.2.2 Migrating to ZENworks Service Desk 8.1.2 through the Online Product Upgrade Channel

Prerequisite: If 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 from Micro Focus Customer Center to complete the upgrade process. The existing ZENworks Service Desk activation key can also be used for Online registration.

IMPORTANT:AFTER COMPLETING THE REGISTRATION, IF ONLINE UPDATE IS SCHEDULED WITH 'All Needed Patches' AND 'Automatically Install All Interactive Patches' ENABLED, THEN ON THE NEXT SCHEDULED UPDATE, THE APPLIANCE WILL BE UPGRADED TO ZENWORKS SERVICE DESK v8.1 AUTOMATICALLY.

Pre Migrate

  • Take a snapshot of ZENworks Service Desk 8.0 Appliance.

  • If you are using an external database, then take a backup of the database.

  • 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.

  • If any configuration is changed in the /etc/init.d/servicedesk.server file, then ensure that you note the changes.

  • Stop the ZENworks Service Desk service.

Migration

  1. On the ZENworks Service Desk Appliance home page, in the Appliance Configuration section, click Product Upgrade.

  2. Click Start.

  3. Read and accept the License agreement.

  4. In the Register Online Update Service, specify the Activation Key.

    On successful registration, the channel is automatically redirected to ZENworks Service Desk 8.1.2, where applicable product updates and Operating System security patches are available periodically.

  5. In the Update Now dialog, select All Needed Patches in the Apply drop-down.

    NOTE:It is recommended that you apply All Security Patches (if available), and then apply All Needed Patches.

    1. Select the Automatically agree with all license agreements and Automatically install all interactive patches options.

    2. Click OK.

      NOTE:After the migration is completed, the upgrade summary status might not be displayed.

  6. After completing the migration process, reboot the Appliance.

Post Migrate

  • After rebooting the Appliance, perform the following:

    1. Log into the ZENworks Service Desk Appliance console.

      NOTE:In case of any UI related issues, press Ctrl+F5 to refresh the browser cache.

    2. Go to the Appliance Home page, click Classic ZENworks Service Desk. Service Desk opens in a new browser tab.

    3. Click Edit, and then Advanced.

    4. Click Upgrade to complete the process.

      A confirmation message is displayed after upgrade is completed.

  • If any memory configuration is modified in the /etc/init.d/servicedesk.server file update the same changes.

  • If you have made any changes in the Tomcat server such as the web.xml and server.xml files, then update the changes.

  • If you had customized the new end-user portal, then you should customize it again, as the existing customization might not work. To customize, go the following UI location:

    Setup > Customize > Customer Portal > CSS

  • If you have customized the CSS, then the backup of CSS is available in the /vastorage/LiveTime/Style location.

    After completing the migration process, replicate the same changes in the following UI location: Setup > Customize > Classic Portal > CSS