Micro Focus ZENworks Service Desk v8.x Cookbook

  • 7023510
  • 08-Nov-2018
  • 06-Mar-2019

Environment

Service Desk 8

Situation

Upgrading or Migrating to the latest version of Service Desk v8.

This document is assembled, focused to assist in
Installing the latest version of Service Desk v8 and Upgrading from Service Desk v7.4 or v7.5 to Service Desk 8.x.
Includes common upgrade/update best practices with html links, documents and videos.

Note: Be sure to reference the documentation for your specific environment - see documentation links at bottom of page.

Resolution

Reminders
Multi-Tab Browsing is now supported in v8.x.
MFZSD v8.x supports Appliance model only, migrations from standalone to Appliance v7.4) is listed in documentation below.
MFZSD v8.x Appliance requires an added volume
(hard disk) with minimum size of 15 GB for the Service Desk data before you power on the Virtual Machine.
MFZSD v8.x HTTPS is enabled by default.
MFZSD v8.x No matter the method, backup all customization's for restoration after.
The same Appliance Online Update Channel registration key can be used for v7.5 and v8.0 which can be found on the customer care portal (check both SD version locations for this key).



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

MFZSD v8.0 Platform Support Matrix Guide

Installation process
  • Identify hyper-visor and download ZSD v8.0 virtual machine file
  • Verify Checksum MD5 for download data integrity
  • Import VM file to hyper-visor
  • (conditional) if using External Database configure on supported database according to the documentation
  • Add additional virtual disk to VM server
  • Install OS and SD Virtual Machine
  • Log in as userid super to use the "Getting Started" wizard to configure the Service Desk system
Upgrading/Migrating Sequence
Reminder: Upgrading directly to ZENworks Services Desk version 8.0 can only be done via Service Desk v7.4 and v7.5. 
Upgrades only support N-1 or N-2 upgrade iterations.
All older systems must be upgraded to v7.4 or v7.5 before going to v8.0.


Migrating from ZENworks Service Desk v7.4 Standalone Server to v8.0
See the Pre-Migration tasks in the documentation.
Migrating from MFZSD v7.4 Standalone OS where Service desk is installed (non- Appliance) to MFZSD v8.0 be sure to copy the /LiveTime folder to /vastorage/LiveTime as noted in the documentation.

See the Pre-Migration tasks in the documentation.

Migrating from ZENworks Service Desk v7.5 Appliance Server to v8.0
The supported process are
Side-by-Side migration (see documentation and video demo below)
In-Place migration (see documentation and video demo below)
Side-by-Side Migration (7.5 > 8.0)
  • Download, Verify MD5 Checksum and Install servicedesk-prereq-8.0.0-b1.rpm from the Micro Focus Customer Portal under Service Desk downloads.
    To Install use Terminal or Putty logged in as root user from the directory where the file exists.
    Example Command: rpm  -ihv 
    servicedesk-prereq-8.0.0-b1.rpm
  • Download, verify MD5 Checksum for the v8.0 virtual server file for your corresponding VM system (VMware, ZEN, Hyper-V)
  • v7.5 Backup necessary files and configurations
  • Power down v7.5 Appliance
  • Open v8.0 VM (do not power on)
  • Copy 7.5 VAStorage virtual disk from 7.5 to v8.0 VM folder
  • Attach VAStorage to v8.0 Appliance
  • Power on v8.0 and accept License Agreement and passwords
  • The rest should be scripted to finish automatically
  • Log into port 9443 SD Admin Console
  • Selecting Classic Service Desk icon in the SD Admin Console
  • Upgrading the schema (from that page)
  • Restart the appliance
  • Restore any configuration settings
  • Deregister Online Updates (from the v7.5 channel)
  • Register Online Updates (for the v8.0 channel)
  • Configure new features

    Note: Running servicedesk-prereq-8.0.0-b1.rpm on the v7.5 appliance before migrating captures the /LiveTime and custom banners to be placed on the new Appliance as noted in the documentation.
In-Place Migration (7.5 > 8.0)
  • v7.5 Backup necessary files and configurations
  • Log into ZENworks Service Desk Administration Console (port 9443)
  • Select Online Updates tile
    • System must be registered to the Online Updates channel with Activation key from MF Customer Center
    • If the Online Updates tile has a red exclamation point (!) there is an update ready.
                     
  • Select Update Now option to install the servicedesk-release: ZENworks Service Desk Appliance Product Upgrade feature
                 
  • After rebooting select the new Product Upgrade tile
                 
  • Install the zenworks-servicedesk-release: ZENworks Service Desk 8.0
  • Register to the ZSD v8.0 Online Update Channel with the Registration key from the MF Customer Care portal.
  • Accept all licenses and start process
  • After Reboot Log into port 9443 SD Admin Console
  • Selecting Classic Service Desk icon in the SD Admin Console
  • Upgrading the schema (from that page)
  • Restart the appliance
  • Restore any configuration settings
  • Configure new features

Follow the Pre-migration, Migration and Post migration tasks in the Upgrade/Migration documentation.


Documentation


Additional Information

MFZSD - Supported Upgrade Method


MFZSD - Supported Requirements -
Operating Systems



MFZSD - Supported Requirements - Database


MFZSD - Supported Requirements -RAM, Disk, CPU Cores


MFZSD - Supported Requirements - HyperVisors


MFZSD System Requirements - File Modifications