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Micro Focus Service Desk v7.x Cookbook

This document (7021281) is provided subject to the disclaimer at the end of this document.

Environment

Service Desk 7 Upgrade

Situation

Upgrading or Migrating to the latest version of Service Desk v7.

This document is assembled, focused to assist in navigating to the latest version of Service Desk v7.
Includes common upgrade/update best practices with html links, documents and videos.

Note: Be sure to reference the documentation for your specific environment.

Resolution

Reminders
Browsers
Multi Tab Browsing is not supported in v7.x.

Downloads
Locate downloads through the Micro Focus download site or patches through Patch Finder
Perform MD5 checksum on all downloaded files for data integrity.

Platform Support Matrix Guide

Upgrading/Migrating Sequence
Upgrading can only be performed on past two released sub-versions  (n-2)
Example 1:
Running version v7.2, current version available v7.4
Upgrade/Migrate directly to v7.4
  • Migration can be done from v7.3 and v7.2 directly to v7.4
Example 2: Running version v7.1, current version available v7.4
Migrate in multiple steps, first to v7.3 then to v7.4.
  • System is on v7.1
  • Migration cannot be done from v7.1 directly to v7.4
  • If you are more than two sub-versions behind, upgrade in multiple steps
Preparing
Preparing Service Desk for Upgrade/Migration
Preparing Service Desk Appliance for Upgrade/Migration
  • Backup the Server
  • Backup the Database
    (if snapshot, best to take if server and database is powered down)
If the following have been modified make note because they are overwritten when device is upgraded;
  • Customized Banners
  • Customized CSS Files
  • Tomcat server (web.xml, server.xml)
  • Java (catalina.sh)
  • External SSL Certificates and keys
Conditional: Appliance (these will not be migrated)
  • Network settings or DNS configuration
  • /LiveTime Folder
Installing/Upgrading
Installing Micro Focus Service Desk
Installing Micro Focus Service Desk Appliance
Upgrading Micro Focus Service Desk
Upgrading Micro Focus Service Desk Appliance

Post Upgrade/Migration Tasks
Post Upgrade Tasks
Post Upgrade Tasks for Appliance
  • Restore needed files listed above if needed
Conditional - Appliance:
  • Configure Network or DNS settings
  • Enable Firewall
JAVA
Both IBM Java and Oracle Java were installed on the customer's server. The JRE_HOME environment variable was pointing to the IBM jre.
Fixed by adding the following in /etc/environment:
JRE_HOME=/usr/java/jdk1.8.0_111/jre
Enabling HTTPS
Installing SSL Certificates
Migrating External Certificates
Migrating to MFSD v7.3 or above with SSL enabled Needs to use the same certificate files and key pair on the new appliance as on the old one
NOTE: These steps should be done after completing the usual appliance upgrade/migration process.
Resources
Micro Focus Service Desk Documentation Site
Micro Focus Service Desk Technical Information Documentation
Micro Focus Service Desk Downloads
Micro Focus Service Desk Patches
Micro Focus Service Desk Public Forums
Micro Focus Service Desk Youtube Channel
Micro Focus Ideas Portal - Service Desk
Micro Focus Technical Support to submit an SR

Micro Focus You Tube Channel
Migrate Micro Focus Service Desk Appliance from v7.1 to v7.2 (video demonstration)
Upgrade Micro Focus Service Desk from v7.3 to v7.4 (video demonstration)

Disclaimer

This Support Knowledgebase provides a valuable tool for NetIQ/Novell/SUSE customers and parties interested in our products and solutions to acquire information, ideas and learn from one another. Materials are provided for informational, personal or non-commercial use within your organization and are presented "AS IS" WITHOUT WARRANTY OF ANY KIND.

  • Document ID:7021281
  • Creation Date:01-SEP-17
  • Modified Date:15-JAN-18
    • NovellService Desk

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