Customized output from:
Document Release Date: June 2016 Software Release Date: August 2015 |
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The following steps are customized according to your selections. Check that your selections are correct.
If any selections are not correct, click Change.
This upgrade guide is interactive and enables you to view the upgrade instructions that are relevant for your Service Manager setup. You can change your selections any time by clicking the Change button at the top of the page. When you complete a step or task, you can click the check box to the right of the heading to mark it as completed. To collapse or expand a section, click the icon to the left of the heading.
The bottom of the pages in the online version of this guide list the following identifying information:
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You can find troubleshooting information at the end of this guide.
The HP Service Manager Upgrade Utility upgrades your applications to Service Manager 9.41.
Note: You can upgrade to interim application releases by using the Applications Patch Manager. For more information, see the Applications Patch Manager Guide.
You use three environments to complete the upgrade process: your current production environment, a new development environment, and a new test environment. You will duplicate your production environment to create the development and test environments. Run the out-of-box upgrade and create the custom upgrade on the development environment, and then run and test the custom upgrade on the test environment before you apply it to your production environment. The figure below provides an overview of the steps in the upgrade process.
Before you begin an upgrade, HP recommends that you complete the following steps:
Review this upgrade guide to familiarize yourself with all of the requirements.
Make sure that you are familiar with the tools available and have access to the documentation:
Documentation resources:
Meet the system requirements:
Convert all database tables and fields from lowercase to uppercase: Service Manager does not generate lowercase table names or field names. Therefore, if your database is case sensitive, you must convert all tables and fields from lowercase to uppercase before you can upgrade the server and client or applications.
Develop an upgrade strategy:
HP strongly recommends that you allow the Upgrade Utility to modify your RDBMS tables for you. If you chose not to allow the Upgrade Utility to modify your RDBMS tables and want to modify your tables manually, you can use the SQL Compare utility to determine the tables that you need to update.
Tailored systems: A list of tailored files can help you resolve differences quickly between your existing files and new files. You can also use the SQL Compare utility to determine how files differ. Customization affects the upgrade process the following ways:
Object changes: The Upgrade Utility compares the objects in your database with their out-of-box versions and the corresponding objects provided from the upgrade package. The Upgrade Utility compares objects by their signatures. Each data record in Service Manager has a unique signature, which changes once that data record is updated.
If an object in your database that has been tailored does not match the corresponding object that is provided by the upgrade package, the following behaviors apply:
If an object in your database has been tailored, but the out-of-box version matches exactly the corresponding object from the upgrade package, the following behaviors apply:
If an object in your database has not been tailored, but does not match the corresponding object provided from the upgrade package, the following behaviors apply:
Dbdict changes: The Upgrade Utility automatically adds new dbdict and merges new fields to existing dbdicts. The Upgrade Utility does not delete any existing field. For field and key changes, check "Field mapping changes" and "Key changes."
Field changes: Normally the Upgrade Utility applies field mapping changes automatically, but there may be some exceptions. For example, when a length change is required, the Upgrade Utility automatically expands the length mapping. However, if the field mapping is a LOB-type change, the Upgrade Utility will not the change the type mapping. For detailed exceptions, check SQL Field Compare results before the upgrade and the except.log file after the upgrade.
Key changes: Normally the Upgrade Utility applies key changes automatically, but there may be some exceptions. For example, the Upgrade Utility automatically adds a new key and updates the existing key of the pre-upgrade out-of-box version. However, if a Unique key has been tailored, the Upgrade Utility will not apply the key change. For detailed exceptions, check the SQL Unique Key Compare Results before the upgrade and the except.log file after the upgrade.
Localized systems: The Upgrade Utility supports upgrading systems that have language packs applied. The upgrade contains the latest language pack records and will upgrade any language pack record to the latest version or flag any changed records for reconciliation.
Backups: HP highly recommends that, at a minimum, you back up the development environment database after you apply the upgrade and after you resolve conflicts.
Note the following new features provided by the release of Service Manager 9.41 require an application upgrade:
Simplified interaction
Logical Name
Global search
Service Manager Collaboration
Not Null
constraints (provided since Service Manager 9.32)Make sure that you have upgraded your server and the client to the latest version before you attempt to run an application upgrade. This allows the upgrade utility to call the new functions in the latest server and client and to take full advantage of all of the application features following an upgrade.
To upgrade your applications to version 9.41, you must first perform a server and client upgrade. The applications upgrade to Service Manager 9.41 depends on features in the 9.41 platform (server and client) .
To upgrade your applications, you must first perform a server and client upgrade to 9.41 platform (server and client).
If you have deployed Knowledge Management, you must also upgrade the Knowledge Management Search Engine to the new version. Follow the instructions in the HP Service Manager 9.41 Knowledge Management Search Engine Guide to install the latest search engine.
If you are running on a DB2 RDBMS, make sure that the buffer size for the systemperform table is at least 32K.
Run the following SQL statements to enlarge user space for the affected table, where USER32K represents the name of the larger-sized user space that has a buffer size larger than 4K, and press Enter after each statement:
create table SYSTEMPERFORMM1_TEMP like SYSTEMPERFORMM1 in USER32K
commit
insert into SYSTEMPERFORMM1_TEMP (select * from SYSTEMPERFORMM1)
commit
drop table SYSTEMPERFORMM1
commit
rename table SYSTEMPERFORMM1_TEMP to SYSTEMPERFORMM1
commit
See your DB2 documentation for more information.
Duplicate your current Service Manager production environment and create a development environment for running the out-of-box upgrade and creating the custom upgrade. Set up the duplicate environment to match your production server exactly. Make sure that the operating system and service pack level on the development environment is identical to the production server.
Identify a server to use for the development environment.
Make sure that your development system meets all of the upgrade requirements:
Before you proceed, make sure that you have upgraded your server and client to version 9.41.
To prepare the server for the upgrade, edit the Service Manager configuration (sm.cfg) and initialization (sm.ini) files. Note that you must return the sm.ini and sm.cfg files to their original state after the upgrade, so you may want to keep copies of the original files.
sm system.start
line to disable the #sm system.start background processes.Add sm -sync
to the end of the file if it does not yet exist. This parameter starts the sync process, which identifies and releases locks owned by inactive processes and shared memory that is
not in use.
sm -httpPort
parameter, comment out all instances except for one. Each sm -httpPort parameter
starts
a Service Manager server process.
The upgrade needs only one process. Comment out all other parameters. Commenting out the parameters
disables all of the other Service Manager processes that are not
required during an upgrade.sessiontimeout:1200
parameter to the end
of the file if it does not exist. If
this parameter exists,
update it to an appropriate
value. This parameter defines the number of minutes that the server waits for a client signal before the server assumes that the client session has timed out and closes the connection. A value of 1200 sets the
timeout to 20 hours (1200 minutes), a
period that should be long enough for an
upgrade phase to complete in a
typical scenario.heartbeatinterval:120
parameter to the end of the file if it does not exist. This parameter controls the client heartbeat frequency. If the server does not receive a heartbeat from the client within the time-out limit as defined by the sessiontimeout parameter, the server terminates the client. All unsaved data is lost and the client must establish a new connection.If you use HP-UX, add the JVMOption(#):-Xss6M
JVM option to the end of the file if it does not exist. This parameter increases the Java virtual machine stack size to 6MB.
When you add the parameter, replace the hash symbol (#) with an option number that does not exist in the sm.ini file. For example, if the file already contains a JVMOption(0)
and JVMOption(1)
, add JVMOption(2):-Xss6M
to the file.
shared_
memory:32000000
with
shared_memory:96000000
. This sets the shared memory size to
96MB. However, if you have a large
database, you may need to allocate
more shared memory to
accommodate the upgrade
processing.ir_disable:1
to the end of the file.Since the upgrade process needs read-write access to the Upgrade Utility files, you cannot run the upgrade directly from the installation package. Follow these steps to copy the Upgrade Utility files to the primary directory on the development system.
Create an upgrade folder on the development system. For example, C:\temp\upgrade.
Create an upgrade folder on the development system. For example, /tmp/upgrade.
Note: If you connect to the development server from a client on a remote computer, make sure that you create the folder on the development server and not the client machine.
The Upgrade Utility includes these files:
AppUpgVersion.txt: Contains Upgrade Utility version and build number information to help you identify which application upgrade version you have available. For example:
A version of "SM710-9.41.00xx v9.41 00xx Upgrade Build 00xx" indicates the following:
sqlupgrade.unl: SQL Compare utility files.
Note: preupg.bin includes the files in sqlupgrade.unl. To run SQL Compare, you do not need to load sqlupgrade.unl again after you load preupg.bin.
.zip (in the 3waymerge\oob folder): Each zip file includes the XML representation of the objects that have been signatured in the pre-upgrade out-of-box version for the Three-Way Merge tool.
Note: Only five base versions are included, namely, SM7.10, SM7.11, SM9.20, SM9.30, and SM9.30 (with Process Designer Content Pack 9.30.3 installed).
Remove any upgrade files from previous versions of Service Manager. You can run the purge tool to remove temporary objects that were generated by the Upgrade Utility. However, the purge tool may not clean up some artifacts that could be left from past upgrades. Before running the purge tool, you can search the Upgrade Results report for records with a result type of "Forced" to find left over artifacts. You can export the list of objects to an Excel spreadsheet so that you can refer to the list when you manually delete the objects from your system.
To view the Upgrade Results report, follow these steps:
To run the purge tool, follow these steps:
Note: If you have converted unique keys to primary keys, the system will display error messages when purging the upgrade files. Ignore the error messages.
Log on to Service Manager with a system administrator account.
Note: Select English as the language when logging into the system for an upgrade.
Click Window > Preferences > HP Service Manager and clear the Client side load/unload check box.
Caution: Failure to disable the Client side load/unload option causes the upgrade process to fail.
In the File Name field, navigate to the upgrade directory that you created, and double-click preupg.bin. For example, C:\temp\upgrade\preupg.bin.
In the File Name field, navigate to the upgrade directory that you created, and double-click preupg.bin. For example, /tmp/upgrade/preupg.bin.
Click Load FG.
Note: If you have converted unique keys to primary keys, follow these steps:
Type the full path to the upgrade folder that you created. For example, C:\temp\upgrade.
Type the full path to the upgrade folder that you created. For example, /tmp/upgrade.
Before you run the upgrade, you use the data scan option in the Upgrade Utility to scan a portion of your data set for certain types of data that may cause issues following the upgrade. The data scan logs to the datascan.log file basic information about the scan results, such as how many data records it scanned and which records it updated automatically. The scan logs to the sm.log file details about which problematic records it corrected. The data scan option enables you to scan for two types of problematic data:
The data scan does not allow you to specify the tables to scan. The tables that are scanned include the list of tables noted in the latest patches record. To view the patches record, click SERVICE PACK > Update Patch Definitions in the Upgrade Utility. For more information about the rtecall functions that the data scan uses and about how you can implement these functions to scan for additional tables, such as probsummary, see the HP Service Manager Programming Guide.
If you want to modify the automatically fixed data to your own values, follow the instructions below.
The data scan option scanned for null values that violated the restrictions imposed by a No Nulls or Unique key. The utility then removed the record if null values violated a Unique key or replaced one of the null values with a default value if the null values violated a No Nulls key.
To change automatically modified values to your own values, follow these steps:
Search for deleted a record or updated a record to locate a message that resembles either of the followings:
scan: scan for nulls, deleted a
record that contains null
values on a "Unique" key field,
table = TABLE_NAME, record =
RECORD_CONTENTS
This message indicates that the utility removed a record. TABLE_NAME shows the name of the table, and RECORD_CONTENTS shows all of the fields and values of the removed record.
scan: scan for nulls, updated a
record that contains null
values on a "No Nulls" key
field, table = TABLE_NAME, key
= RECORD_IDENTIFIER
This message indicates that the utility replaced a null value with a default value. TABLE_NAME shows the name of the table, and RECORD_IDENTIFIER shows the primary key and its value for the updated record.
The data scan option scanned for mismatches between the data type defined on the field and the data type of the field value.
To change automatically modified values to your own values, follow these steps:
Search for scan for inconsistent data types, table to locate a message that resembles either of the followings:
scan: scan for inconsistent
data types, table: "TABLE_
NAME", key: "RECORD_
IDENTIFIER", field: "FIELD_
NAME", value "ORIGINAL_VALUE",
type: ORIGINAL_TYPE, value
changed to: "NEW_VALUE", type:
NEW_TYPE.
This message indicates that the utility changed the value of a field in a record:
scan: scan for inconsistent
data types, table: "TABLE_
NAME", key: "RECORD_
IDENTIFIER", field: "FIELD_
NAME", value "ORIGINAL_VALUE",
type: ORIGINAL_TYPE, type
changed to NEW_TYPE.
This message indicates that the utility changed the type of a field in a record:
The SQL Compare utility is an informational tool that you can use to compare your existing table fields and unique key information with that in Service Manager 9.41. It reports new and modified fields and unique keys that will merge into the existing tables. You can use the list of the fields and unique keys produced by SQL Compare to determine whether any fields or unique keys in your current system differ from those in the new version. You can also use the report to determine which new fields and unique keys you must add to RDBMS-mapped files if you choose to make the changes manually during the application upgrade.
After running the SQL compare utility on the table fields, refer to the following table for the result types and the recommended actions.
Result type | Recommended actions |
---|---|
(Null) | The related field is on the id field in the licenseinfo dbdict. No further action is necessary. |
Nonexistent in HP Service Manager 9.41 fresh installation | This field is added by tailoring. No further action is necessary. |
Not to be modified to other field type by the Upgrade Utility | Manually modify this field type according to the matching solution described in Data type mismatches. |
Not to be modified to other field database type by the Upgrade Utility | Manually modify this field type according to the matching solution described in Data type mismatches. |
Not to be moved to alias table by the Upgrade Utility | Manually modify this field type according to the matching solution described in Data type mismatches. |
To be modified by the Upgrade Utility | This field type modification will be done automatically by the Upgrade Utility during the upgrade process. You can also manually modify this field type before the upgrade to improve the upgrade performance. |
To be modified by the Upgrade Utility, and the original field name xxxx will be renamed to xxxx.old | This field type modification will be done automatically by the Upgrade Utility. No further action is necessary. |
To be added by the Upgrade Utility | This new field will be added automatically by the Upgrade Utility during the upgrade process. You can also manually add this new field manually before the upgrade to improve the upgrade performance. |
Result type | Recommended actions |
---|---|
Nonexistent in HP Service Manager 9.41 fresh installation | This field is added by tailoring. No further action is necessary. |
Not to be modified to other field type by the Upgrade Utility | Manually modify this field type according to the matching solution described in Data type mismatches. |
Not to be modified to other field database type by the Upgrade Utility | Manually modify this field type according to the matching solution described in Data type mismatches. |
Not to be moved to alias table by the Upgrade Utility | Manually modify this field type according to the matching solution described in Data type mismatches. |
To be modified by the Upgrade Utility | This field type modification will be done automatically by the Upgrade Utility during the upgrade process. You can also manually modify this field type before the upgrade to improve the upgrade performance. |
To be modified by the Upgrade Utility, and the original field name xxxx will be renamed to xxxx.old | This field type modification will be done automatically by the Upgrade Utility. No further action is necessary. |
To be added by the Upgrade Utility | This new field will be added automatically by the Upgrade Utility during the upgrade process. You can also manually add this new field manually before the upgrade to improve the upgrade performance. |
After running the SQL compare utility on the table unique keys, refer to the following table for the result types and the recommended actions.
Result type | Recommended actions |
---|---|
Nonexistent in HP Service Manager 9.41 fresh installation | This key normally is added by tailoring. Check this key to see whether it includes any field of added primary key or unique key. |
Exist in Old OOB, and will be removed by the Upgrade Utility | This key exists in Old OOB only, but does not exist in HP Service Manager 9.41. The Upgrade Utility will remove this key automatically. No further action is necessary. |
To be added by the Upgrade Utility | This key does not exist in Old OOB, but exist in HP Service Manager 9.41. The Upgrade Utility will add this key automatically. No further action is necessary. |
To be ignored by the Upgrade Utility | The field is added as a unique key because Service Manager does not support operations on tables with primary keys when the application version is earlier than 9.32. You can manually change the key type to primary key after the system upgrade. |
Note: If you are going to accept the new dbdicts and the changes made to the dbdicts in the upgrade, you do not need to run this utility.
To run the SQL compare routine, follow these steps:
Type the full path to the upgrade folder that you created. Include the final back slash (\) in the path. For example, C:\temp\upgrade\.
Type the full path to the upgrade folder that you created. Include the final forward slash (/) in the path. For example, /tmp/upgrade/.
SQL Compare returns messages for dbdict mappings that contain new or modified fields. You can update the dbdicts to contain the fields specified by SQL Compare before you begin the application upgrade.
To view the SQL compare results of the table fields, follow these steps:
Add the new fields to the appropriate database dictionary and SQL database. The sqlupgrade record provides the following information for each new or modified field:
The new fields must exist in the database dictionary and the SQL database. If you are updating your RDBMS system manually, you must add them to the database and update the existing Service Manager SQL mapping. When you update a table in sqlsystemtables, add fields only through the database dictionary. Modifying the SQL mapping damages the file structure of the table.
In most cases, you should add the new field to the descriptor structure. However, sometimes the Structure field contains something other than the word "descriptor". When this occurs, add the new field to the appropriate location:
The field is part of an array of structures: Check the kmcategory dbdict permission field, which is a structured array field.
Note: When adding fields to a structured array, add them in the same order as they appear in the sqlupgrade record.
Process the NVARCHAR SQL type.
Although the upgrade version uses the VARCHAR SQL type for fields, SQL Compare and Upgrade Utility retain the use of the NVARCHAR SQL type after the upgrade. For example, if the SQL type of a field is NVARCHAR(60) in the current version and the SQL type of this field in the upgrade version should be VARCHAR(60), the SQL type of this field will remain NVARCHAR(60) in the upgraded version.
If the current and updated versions of a field have different length SQL types, SQL Compare and Upgrade Utility use the longer length. For example, if the field SQL Type is NVARCHAR(60) in the current version and if the SQL Type of this field in the upgrade version is VARCHAR(100), the SQL Type of this field will be NVARCHAR(100) in the upgraded version.
If you want to tailor the SQL type of a field from VARCHAR to NVARCHAR and retain the same length, make sure to perform tailoring from the database instead of from the HP Service Manager database dictionary. Otherwise, the tailoring will be ignored by Service Manager.
In addition, SQL Compare also returns messages for dbdict mappings that contain table unique keys. To view the SQL Compare results of the table unique keys, follow these steps:
Add the new unique keys to the appropriate database dictionary and SQL database. The sqlupgrade record provides the following information for each new unique key:
|
character.Before you proceed, make sure that you have upgraded your server and client to version 9.41. For more information, see Upgrade the server and the client on the production environment .
The Service Manager Upgrade Utility upgrades the display components, database dictionaries, and the application data. The utility uses digital signatures to determine if an application matches the original application. A matching signature indicates that the object in your system has not changed from the original object and the utility can upgrade it safely. If a signature does not match the object in your system, the Upgrade Utility copies the new object to your system but does not overwrite the existing object. You can then examine both versions during the resolution process.
The Upgrade Utility runs three primary phases:
Caution: If you experience problems such as a power failure or a network connection error while upgrading the system, you can fix the issues and rerun the Upgrade Utility. The utility resumes the upgrade from the failure point. However, if the upgrade does not resume from the failure point, restore your database to the last backup point and fix possible issues; then rerun the Upgrade Utility.
To run the Upgrade Utility, follow these steps:
The Upgrade Utility displays the following message:
Are you going to use this system to create a custom upgrade for another system?
You are preparing a custom upgrade on a development system. Leave the selection as Yes, and then click Next.
The Upgrade Utility displays the following message:
Do you want to force the replacement of the objects?
If you want to replace each Renamed RAD application with its upgrade version, select the Replace RAD option. Each Renamed RAD application is replaced with the upgrade version, and a copy of old RAD application is renamed to PRE<old_version_number><object_name>. Its upgrade result is marked as "Replaced".
If you do not want to replace Renamed RAD application, do not select the Replace RAD option. Each Renamed RAD application is not replaced but still remains in the Renamed list, and the upgrade version of the RAD application is renamed to NEW941<object_name>. Its upgrade result is kept as Renamed.
(Optional) The system prompts you to configure the PD migration process by providing the Use Process Designer-based solution matching option and the Synchronize changes back to legacy category tables option. Select your preferred option, and then click Next.
Note: This screen appears only when you are upgrading from Service Manager 9.3x with PDCP3 installed. Before you proceed, refer to the HP Service Manager Hybrid Migration Guide for more information about the two options.
(Optional) The system prompts you to migrate legacy categories to the corresponding Process Designer-based modules. To move your selection between the legacy categories lists and the Process Designer-based modules lists, select a category and click the arrow button. Click Next.
Note: This screen appears only when you are upgrading from Service Manager 9.3x with PDCP3 installed. Before you proceed, refer to the HP Service Manager Hybrid Migration Guide for more information.
When you receive an UPGRADE IS COMPLETE message, the Upgrade Utility has finished the data processing and you can follow the instructions in the message to complete the next steps. After you close the message dialog, you are automatically logged out.
After running the Upgrade Utility, the next step is to resolve any exceptions or conflicts that prevented the utility from updating certain objects. Until you reconcile these objects, Service Manager features may not behave as expected or may not function at all. First review the upgrade log files to determine if there are any exceptions. Then review the upgrade reports to find any conflicts.
The Upgrade Utility creates a set of log files during the upgrade process. These files reside in the same directory as the upgrade files. You can open the log .txt files in the upgrade folder that you created when you copied the upgrade files to your development environment.
Log file | Contents |
---|---|
This file contains specific information about the upgrade, including the following:
|
|
This file contains information about any exceptions reported by the upgrade, including the following:
If there are exceptions logged in this file, you will have to resolve them in the "Resolving exceptions and conflicts" phase. |
|
This file contains information about where the upgrade is at any point. This file contains only the main steps of the upgrade, including the following:
|
If the data type of a field in your dbdict does not match the data type of the like-named field defined in the dbdict provided by the upgrade package, the Upgrade Utility cannot merge these dbdicts. For example, if an existing dbdict has a scalar field and the Upgrade Utility attempts to add a structure field with the same name, this discrepancy prevents the dbdict from being updated.
To fix this issue, you can change the data type and the SQL type of the field, and use Complex Update to migrate existing data on that field to the target data type. Follow these steps to modify field data type by using the Dbdict Utility:
The following is an example that shows the process of fixing a typical data type mismatch.
Note: The error messages in the except.log file identify each data type by an index number:
Index number | Data type |
---|---|
1 | number |
2 | character |
3 | date/time |
4 | logical |
8 | array |
9 | structure |
11 | expression |
The following table displays a list of data type mismatches that may appear in the except.log file for an Oracle database. Only some examples are listed for each category of data type mismatch. If you are using an MSSQL or a DB2 database, the actual error message may vary slightly. For example, the following bullet points highlight the different errors in the different databases:
Data type mismatches for HP Service Manager 7.1x:
Error message in Oracle: | Solution: |
---|---|
dbdict:cm3r, field:svc.options, SQL type is VARCHAR2(150) -- expected to be:BLOB dbdict:incidents, field:svc.options, SQL type is VARCHAR2(90) -- expected to be:BLOB |
To fix these issues, change the SQL type to RAW(255) or BLOB by using the Dbdict utility. Additionally, you will need to set the “SQL RC” to true to allow the field to store RAD expressions. Note that the stored value of the field in the database is encoded by Service Manager. |
dbdict:cm3eventack, field:number, field type is number -- expected to be:character |
To fix this issue, change the field type to character by using the Dbdict utility. |
dbdict:eventin, field:evnumber, field type is number -- expected to be:character dbdict:eventout, field:evnumber, field type is number -- expected to be:character |
These fields reside in the descriptor structure field of BLOB SQL type. To fix this issue, change the field type to character by using the Dbdict utility. |
dbdict:licenseinfo, field:id, field type is character -- expected to be:number |
The licenseinfo table is used to track license information by Service Manager server. This issue should be ignored. |
dbdict:svcCatalog, field:id.attach, field type is character -- expected to be:number |
This id.attach field is an alias of id field in svcCatalog table. To fix the issue, change the field type to by using the Dbdict utility. |
dbdict:FolderRights, field:close, field type is logical -- expected to be:character |
The close field is an alias of delete field in FolderRights table. To fix the issue, change the field type to character by using the Dbdict utility. |
dbdict:FolderRights, field:delete, field type is logical -- expected to be:character |
This issue can be fixed by following the steps in the Fixing the FolderRights delete field section. |
dbdict:Objectrevision, field:file.name.vj.1, SQL type is VARCHAR2(60) -- expected to be:EMPTY | This issue can be fixed by removing the “SQL Name”, “SQL Type”, and “SQL Table” from the file.name.vj.1 field. |
dbdict:kmcategory, field:permission, SQL type is BLOB -- expected to be:EMPTY | This issue will be resolved automatically during Upgrade Process. Please ignore it. |
dbdict:cm3r, field:assets, SQL type is CLOB -- expected to be: VARCHAR2(200) dbdict:ocmgroups, field:approvers, SQL type is CLOB -- expected to be: VARCHAR2(80) dbdict:operator, field:cap.exec, SQL type is CLOB -- expected to be: VARCHAR2(50) dbdict:operator, field:profile.change, SQL type is CLOB -- expected to be: VARCHAR2(60) dbdict:operator, field:profile.request, SQL type is CLOB -- expected to be: VARCHAR2(60) dbdict:svcCatalog, field:access.list, SQL type is CLOB -- expected to be: VARCHAR2(50) |
This kind of error message is generated because the Upgrade Utility does not re-map the field of array type from the main table to the alias table and the subsequent full-table copy may slow down the upgrade. Follow these steps to fix the issue:
Caution: If the related table contains more than 100,000 records, fixing the data type mismatches in the field may take more than one hour. |
dbdict:inbox, Primary Key is inbox.id -- the primay key can not be added. Since SM doesn't support operation on table with primary key when application version is older than 9.32, then add inbox.id as unique key. | To fix this issue, change the unique key to primary key by using the Dbdict utility. |
Data type mismatches for HP Service Manager 9.2x:
Error message in Oracle: | Solution: |
---|---|
dbdict:incidents, field:svc.options, SQL type is VARCHAR2(90) -- expected to be:BLOB dbdict:SMISTaskQueue, field:failedReason, SQL type is VARCHAR2(60) -- expected to be:BLOB |
To fix this issue, change the SQL type to RAW(255) or BLOB by using the Dbdict utility. Additionally, you will need to set the “SQL RC” to true to allow the field to store RAD expressions. Note that the stored value of the field in the database is encoded by Service Manager. |
dbdict:cm3eventack, field:number, field type is number -- expected to be:character |
To fix this issue, change the field type to character by using the Dbdict utility. |
dbdict:eventin, field:evnumber, field type is number -- expected to be:character dbdict:eventout, field:evnumber, field type is number -- expected to be:character |
These fields reside in the descriptor structure field of BLOB SQL type. To fix this issue, change the field type to character by using the Dbdict utility. |
dbdict:licenseinfo, field:id, field type is character -- expected to be:number |
The licenseinfo table is used to track license information by Service Manager server. This issue should be ignored. |
dbdict:svcCatLanguage, field:catalogid, field type is character -- expected to be:number |
This field resides in the catalog structure field of BLOB SQL type. To fix this issue, change the field type to number by using the Dbdict utility. |
dbdict:svcCatalog, field:id.attach, field type is character -- expected to be:number |
This id.attach field is an alias of id field in svcCatalog table. To fix the issue, change the field type to by using the Dbdict utility. |
dbdict:FolderRights, field:delete, field type is logical -- expected to be:character |
This issue can be fixed by following the steps in the Fixing the FolderRights delete field section. |
dbdict:cm3r, field:assets, SQL type is CLOB -- expected to be: VARCHAR2(200) dbdict:ocmgroups, field:approvers, SQL type is CLOB -- expected to be: VARCHAR2(80) dbdict:operator, field:cap.exec, SQL type is CLOB -- expected to be: VARCHAR2(50) dbdict:operator, field:profile.change, SQL type is CLOB -- expected to be: VARCHAR2(60) dbdict:operator, field:profile.request, SQL type is CLOB -- expected to be: VARCHAR2(60) dbdict:svcCatalog, field:access.list, SQL type is CLOB -- expected to be: VARCHAR2(50) |
This kind of error message is generated because the Upgrade Utility does not re-map the field of array type from the main table to the alias table and the subsequent full-table copy may slow down the upgrade. Follow these steps to fix the issue:
Caution: If the related table contains more than 100,000 records, fixing the data type mismatches in the field may take more than one hour. |
dbdict:inbox, Primary Key is inbox.id -- the primay key can not be added. Since SM doesn't support operation on table with primary key when application version is older than 9.32, then add inbox.id as unique key. | To fix this issue, change the unique key to primary key by using the Dbdict utility. |
Data type mismatches for HP Service Manager 9.3x without Process Designer Content Pack installed:
Error message in Oracle: | Solution: |
---|---|
dbdict:incidents, field:svc.options, SQL type is VARCHAR2(90) -- expected to be:BLOB dbdict:SMISTaskQueue, field:failedReason, SQL type is VARCHAR2(60) -- expected to be:BLOB dbdict:Workflow, field:description, SQL type is VARCHAR2(255) -- expected to be:BLOB |
To fix this issue, change the SQL type to RAW(255) or BLOB by using the Dbdict utility. Additionally, you will need to set the “SQL RC” to true to allow the field to store RAD expressions. Note that the stored value of the field in the database is encoded by Service Manager. |
dbdict:cm3eventack, field:number, field type is number -- expected to be:character | To fix this issue, change the field type to character by using the Dbdict utility. |
dbdict:Rule, field:tablename, SQL type is VARCHAR2(60) -- expected to be:CLOB | Ignore the error message. No further action is necessary. |
dbdict:svcItemCount, field:access.filter, SQL type is RAW(255) -- expected to be:CLOB | To fix these issues, change the SQL type to CLOB by using the Dbdict utility. Additionally, you need to switch the value of “SQL RC” to update the type. |
dbdict:eventin, field:evnumber, field type is number - - expected to be:character dbdict:eventout, field:evnumber, field type is number -- expected to be:character |
These fields reside in the descriptor structure field of BLOB SQL type. To fix this issue, change the field type to character by using the Dbdict utility. |
dbdict:svcCatLanguage, field:catalogid, field type is character -- expected to be:number |
This field resides in the catalog structure field of BLOB SQL type. To fix this issue, change the field type to number by using the Dbdict utility. |
dbdict:svcCatalog, field:id.attach, field type is character -- expected to be:number |
This id.attach field is an alias of id field in svcCatalog table. To fix the issue, change the field type to by using the Dbdict utility. |
dbdict:FolderRights, field:delete, field type is logical -- expected to be:character |
This issue can be fixed by following the steps in the Fixing the FolderRights delete field section. |
dbdict:cm3r, field:assets, SQL type is CLOB -- expected to be: VARCHAR2(200) |
This kind of error message is generated because the Upgrade Utility does not re-map the field of array type from the main table to the alias table and the subsequent full-table copy may slow down the upgrade. Follow these steps to fix the issue:
Caution: If the related table contains more than 100,000 records, fixing the data type mismatches in the field may take more than one hour. |
dbdict:inbox, Primary Key is inbox.id -- the primay key can not be added. Since SM doesn't support operation on table with primary key when application version is older than 9.32, then add inbox.id as unique key. | To fix this issue, change the unique key to primary key by using the Dbdict utility. |
Data type mismatches for HP Service Manager 9.3x with Process Designer Content Pack 9.30.3 installed:
Error message in Oracle: | Solution: |
---|---|
dbdict:incidents, field:svc.options, SQL type is VARCHAR2(90) -- expected to be:BLOB dbdict:SMISTaskQueue, field:failedReason, SQL type is VARCHAR2(60) -- expected to be:BLOB dbdict:Workflow, field:description, SQL type is VARCHAR2(255) -- expected to be:BLOB |
To fix this issue, change the SQL type to RAW(255) or BLOB by using the Dbdict utility. Additionally, you will need to set the “SQL RC” to true to allow the field to store RAD expressions. Note that the stored value of the field in the database is encoded by Service Manager. |
dbdict:cm3eventack, field:number, field type is number -- expected to be:character | To fix this issue, change the field type to character by using the Dbdict utility. |
dbdict:Rule, field:tablename, SQL type is VARCHAR2(60) -- expected to be:CLOB | Ignore the error message. No further action is necessary. |
dbdict:svcItemCount, field:access.filter, SQL type is RAW(255) -- expected to be:CLOB | To fix these issues, change the SQL type to CLOB by using the Dbdict utility. Additionally, you need to switch the value of “SQL RC” to update the type. |
dbdict:eventin, field:evnumber, field type is number - - expected to be:character dbdict:eventout, field:evnumber, field type is number -- expected to be:character |
These fields reside in the descriptor structure field of BLOB SQL type. To fix this issue, change the field type to character by using the Dbdict utility. |
dbdict:svcCatalog, field:id.attach, field type is character -- expected to be:number |
This id.attach field is an alias of id field in svcCatalog table. To fix the issue, change the field type to by using the Dbdict utility. |
dbdict:FolderRights, field:delete, field type is logical -- expected to be:character |
This issue can be fixed by following the steps in the Fixing the FolderRights delete field section. |
dbdict:cm3r, field:assets, SQL type is CLOB -- expected to be: VARCHAR2(200) |
This kind of error message is generated because the Upgrade Utility does not re-map the field of array type from the main table to the alias table and the subsequent full-table copy may slow down the upgrade. Follow these steps to fix the issue:
Caution: If the related table contains more than 100,000 records, fixing the data type mismatches in the field may take more than one hour. |
dbdict:inbox, Primary Key is inbox.id -- the primay key can not be added. Since SM doesn't support operation on table with primary key when application version is older than 9.32, then add inbox.id as unique key. | To fix this issue, change the unique key to primary key by using the Dbdict utility. |
Note: Ignore the message if an array field has been moved to the alias table. For example:
dbdict:operator, field:names, SQL type is VARCHAR2(60) -- expected to be:CLOB dbdict:operator, field:values, SQL type is VARCHAR2(60) -- expected to be:CLOB dbdict:operator, field:groups, SQL type is VARCHAR2(60) -- expected to be:CLOB dbdict:operator, field:month.ext, SQL type is VARCHAR2(60) -- expected to be:CLOB dbdict:operator, field:month.abv, SQL type is VARCHAR2(60) -- expected to be:CLOB dbdict:operator, field:security.group, SQL type is VARCHAR2(60) -- expected to be:CLOB dbdict:operator, field:assignment.groups, SQL type is VARCHAR2(60) -- expected to be:CLOB dbdict:operator, field:named.modules, SQL type is VARCHAR2(30) -- expected to be:CLOB dbdict:operator, field:ess.initial.app.names, SQL type is VARCHAR2(30) -- expected to be:CLOB dbdict:operator, field:ess.initial.app.values, SQL type is VARCHAR2(30) -- expected to be:CLOB dbdict:operator, field:misc.array, SQL type is VARCHAR2(30) -- expected to be:CLOB dbdict:operator, field:kmgroup, SQL type is VARCHAR2(30) -- expected to be:CLOB
Note: Ignore the message if the child fields of an array of structure field have been mapped to the database columns. For example:
dbdict:computer, field:video, SQL type is EMPTY -- expected to be:BLOB dbdict:computer, field:vid.card.id, SQL type is VARCHAR2(30) -- expected to be:EMPTY dbdict:computer, field:vid.card.bios, SQL type is VARCHAR2(30) -- expected to be:EMPTY dbdict:computer, field:vid.manufacturer, SQL type is VARCHAR2(30) -- expected to be:EMPTY dbdict:computer, field:vid.model, SQL type is VARCHAR2(30) -- expected to be:EMPTY dbdict:computer, field:vid.chip.type, SQL type is VARCHAR2(30) -- expected to be:EMPTY dbdict:computer, field:vid.memory, SQL type is NUMBER -- expected to be:EMPTY dbdict:computer, field:vid.resolution, SQL type is VARCHAR2(30) -- expected to be:EMPTY dbdict:computer, field:vid.resolution.x, SQL type is VARCHAR2(30) -- expected to be:EMPTY dbdict:computer, field:vid.resolution.y, SQL type is VARCHAR2(30) -- expected to be:EMPTY
Example: The dbdict for the FolderRights table has a delete field with the "logical" data type. The Upgrade Utility tries to update the delete field with the "character" data type, which has possible values of "always," "never," "workgroup," and "assigned."
In the statements area under Instructions for action on EACH RECORD, add statements using standard RAD expressions to migrate data from the delete field to the delete.tmp field.
Example:
if delete in $file=true then delete.tmp in $file="always" else delete.tmp in $file="never"
In the statements area under Instructions for action on EACH RECORD, add statements using standard RAD expressions to migrate data from the delete.tmp field to the delete field and empty the delete.tmp field.
Example:
delete in $file=delete.tmp in $file; delete.tmp in $file=NULL
In the dbdict for the FolderRights table, follow these steps to delete the delete.tmp field:
All the upgraded objects are saved in the upgradeobjects table, and you need to add some objects from this table to the current upgradeobjects table. If the target table contains more than one unique type key, some errors may occur when adding new objects during the upgrade process. Refer to the following error message as an example.
2014-03-20 14:04:29 file:inbox, updated the field inbox.id value from 10000313 to 14042954310000313
The value of the inbox.id field is 10000313 in this example, which is used in the current upgradeobjects table. If the Upgrade Utility adds an inbox record that contains the same value for this field, the current value of the inbox.id field is automatically prefixed with a timestamp to avoid duplication errors. The timestamp is composed of hour (two bits), minute (two bits), second (two bits) and millisecond (three bits). In this example, the timestamp is 140429543.
After upgrading, you can update the temporary value of the inbox.id field as necessary.
If the except.log file lists key change failures such as the ones listed below, follow the appropriate steps to correct the keys:
Error: Failed to add <key_type> key: <field_name> to table <table_name>. Follow these steps to add the key manually:
Error: Failed to update <key_type> key: <old_field_name> to <new_field_name> in table <table_name>. Follow these steps to update the key manually:
Error: Failed to remove <key_type> key: <field_name> from table <table_name>. Follow these steps to remove the key manually:
In addition, you may encounter the following Unique Key errors:
Error: dbdict:Approval, Unique Key is {"unique.key", "file.name", "name"} -- expected to be:{"unique.key", "file.name", "name", "component"}
Error: dbdict:ApprovalLog, Unique Key is {"counter", "file.name", "unique.key"} -- expected to be:{"counter", "file.name", "unique.key", "component"}
Error: dbdict:displayeventrev, Unique Key is {"screen.id", "language", "event", "event.sig", "sc.revision"} -- expected to be:{"id", "sc.revision"}
Error: dbdict:displayoptionrev, Unique Key is {"screen.id", "language", "txt.bank", "txt.option", "text.sig", "sc.revision"} -- expected to be:{"id", "sc.revision"}
If the except.log file or the Upgrade Results report lists any errors other than key change failures and data type mismatches, contact HP Software Customer Support for assistance.
Follow the instructions in the task below to find conflicts that need to be resolved and to mark objects as reconciled after you resolve the conflicts.
For more specific guidelines and examples for conflict resolution, see the Conflict Resolution for Upgrade to Service Manager (SM) 9.3x white paper.
Follow these steps to view the Upgrade Results report:
In the Result drop-down list, select the type of results you want to search for. For example, select Renamed.
Note: When you select a result type from the drop-down list, the description of that result type appears under the drop-down list. If you want to view the full Upgrade Results report that includes all objects and statuses, clear the Result field and press Enter.
For each renamed or forced object, choose one of the following options:
Option 2: Use the new object instead of your customized object. In this case, delete your customized object and the copied object that is prefixed with PRE<version_number> and rename the new object by removing the NEW941 prefix, or you can select Choose Upgrade to replace the object with the new object that is prefixed with NEW941.
Note: The Mass Choose Upgrade feature can help you replace multiple customized objects with new objects that are prefixed with NEW941. For more information, see the "Using the Mass Choose Upgrade feature" section.
Option 3: Merge the changes shipped with the new object into your customized object. In this case, find out what changes the new object includes, manually apply those changes to your customized object, and then delete the new object that is prefixed with NEW941 and the copied object that is prefixed with PRE<version_number>.
Note: The Merge tool, Auto-Merge and Revert options, and third-party three-way compare and merge tools can assist you in comparing the objects and merging the code during the out-of-box upgrade. See Using the Merge tool and Using the Auto Merge and Revert options for more information.
After you change an object, mark the object as reconciled so that the Upgrade Utility will not identify this object as conflicting when it applies an upgrade to a later version. When you upgrade to a later version in the future, the Upgrade Utility will mark the object as Previously Reconciled instead of Renamed.
Note: The Mark as Reconciled feature can assist you to mark the object as Reconciled." See "Using the Mark as Reconciled feature" for more information.
You can export the upgrade results data to a Microsoft Excel spreadsheet. To do so, from the Upgrade Results report, click the drop-down options menu and select Export to Excel. You can also select File > Print from the Upgrade Results report to print the list of records. For more information, see the Service Manager online help.
The search criteria, search results, and a description of the applicable action for each result are described in the table below.
Field | Definition |
---|---|
Object Type | Enter the type of object you want to search for, or leave this field blank to return all object types. Fro example, the object types you could search for include Application Cluster, Object, Process, ScriptLibrary, displayoption, format, formatctrl, help, joindefs, link, scmessage, screlconfig, triggers, validity, and wizard. |
Object Name |
Enter the name of the object you want to search for, or leave this field blank to return objects with any name. The object name is typically the unique identifier in the database table specified for the object type. The unique identifier for some object types (for example, format) may contain concatenate values of multiple fields according to the key setting in the signaturemake signature definition table. |
Result: Added |
Select this option to search for new objects that the Upgrade Utility added to the system. These objects did not exist in your system before this upgrade. No further action is necessary for these objects. |
Result: Already Current |
Select this option to search for objects that were already the latest version. No further action is necessary for these objects. |
Result: Auto Merged |
Select this option to search for objects that the Upgrade Utility automatically merged by using your local version, the out-of-box version and the upgrade version of the objects. Note: The result occurs only after applying the first out-of-box upgrade; it no longer occurs after applying the custom upgrade. Required Action: If the object was not merged the way you expect, use the Revert or Mass Revert option from the options menu to revoke the auto-merge and merge the objects manually. |
Result: Error |
Select this option to search for objects that encountered an error while being updated by the Upgrade Utility. For more information about the error, review the sm.log and except.log files. Required Action: Fix the cause of the error, or apply the upgrade again in a copy of your production system if it is needed. |
Result: Forced |
Select this option to search for objects that were not only tailored on your Service Manager system but also changed in the upgrade version. After the upgrade, your objects were automatically replaced with the objects in your custom upgrade package. The Upgrade Utility copied your object of the original version to its revision. Note: This result occurs only after applying the custom upgrade. No further action is necessary for these objects. |
Result: Kept Customer |
Select this option to search for objects that were tailored on your Service Manager system but not changed on the upgrade version. These objects were not changed. Note: The result occurs only after applying the first out-of-box upgrade; it no longer occurs after applying the custom upgrade. No further action is necessary for these objects. Tip: If the object is Application Cluster and you want to use the upgrade version, you can select Choose Upgrade. The object <object_name> is then renamed to PRE<old_version_number><object_name> and the objectNEW941<object_name> is renamed to <object_name>. |
Result: Kept Customer Non-OOB |
Select this option to search for objects that did not exist in the original version but were added on your Service Manager system, and also added on the upgrade version. Note: The result occurs only after applying the first out-of-box upgrade; it does not occur after applying the custom upgrade. Note: If the object is Application Cluster and you want to use the upgrade version, you can select Choose Upgrade. The object <object name> is then renamed to PRE<old version number><object name> and the object NEW941<object name> is renamed to <object name>.
Required Action: Choose one of the following solutions for each object with this result.
|
Result: Merged |
Select this option to search for dbdict objects that were tailored on your Service Manager system, which Upgrade Utility has merged with the version in this upgrade. Required Action: Test these objects, and when satisfied change their result to Reconciled. |
Result: Previously Reconciled |
Select this option to search for objects that were tailored on your Service Manager system, that were marked as Reconciled during a previous upgrade or patch release, or where your object was not changed and the Upgrade Utility added a new object NEW93x<object name>. Note: The result occurs only after applying the out-of-box upgrade; it no longer occurs after applying the custom upgrade. Required Action: Choose one of the following for each object with this result.
|
Result: Reconciled |
Select this option to search for objects that you have already marked as Reconciled. Note: The result occurs only after applying the out-of-box upgrade; it no longer occurs after applying the custom upgrade. No further action is necessary for these objects. |
Result: Renamed |
Select this option to search for objects that were not only tailored on your Service Manager system but also changed on the upgrade version. After upgrade, your tailored object was not changed, the Upgrade Utility added a new object NEW93x<object name> and copied your tailored object as a backed up object PRE<old version number><object name>. Note: The result occurs only after applying the out-of-box upgrade; it no longer occurs after applying the custom upgrade. Required Action: Choose one of the following for each object with this result.
|
Result: Upgraded |
Select this option to search for objects that were automatically replaced with the upgrade version objects. These are objects that were not tailored on your Service Manager system, but changed on the upgrade version. Note: The result occurs only after applying the out-of-box upgrade; it no longer occurs after applying the custom upgrade. No further action is necessary for these objects. |
Result: Replaced |
Select this option to search for RAD Application objects that were not only tailored on your Service Managersystem but also changed on the upgrade version when you select Replace RAD. After upgrade, your tailored object was renamed to PRE<old version number><object name> and the Upgrade Utility added a new object <object name>. Note: The result occurs only after applying the out-of-box upgrade; it does not occur after applying the custom upgrade. No further action is necessary for these objects. Tip: If you do not want to replace the RAD Application, you may select Revert. The object <object name> is then renamed to NEW941<object name> and the object PRE<old version number><object name> is renamed to <object name>. The result is then set back to Renamed, Kept Customer or Kept Customer Non-OOB. |
See the following table for some examples about how the upgrade result types are marked for an existing record.
OOB record (9.30) | OOB record (9.33) | Customer record (9.33) | OOB record (9.4x) | Upgrade Utility check sequence |
Upgrade Utility check condition |
Conflict flag | Upgrade result type | Upgrade result value |
---|---|---|---|---|---|---|---|---|
111 | 112 | 112 | 112 | 1 | Customer record (9.33) = OOB record (9.4x) | No | Already Current | 112 |
111 | 112 | 112 | 113 | 2 | Customer record (9.33) != OOB record(9.4x) and Customer record (9.33) = OOB record (9.33) | No | Upgraded | 113 |
111 | 112 | 113 | 112 | 3 | Customer record (9.33) != OOB record (9.4x) and Customer record (9.33) != OOB record (9.33) and OOB record (9.33) = OOB record (9.4x) |
No | Kept Customer | 113 |
111 | 112 | 113 | 114 | 4 | Customer record (9.33) != OOB record (9.4x) and Customer record (9.33) != OOB record (9.4x) and OOB record (9.33) != OOB record (9.4x) |
Yes | Renamed | 113 |
For each object marked as "Renamed" in the Upgrade Results list, the Upgrade Utility generates XML objects for the three versions of the object: base, customer, and upgrade.
Version | Location | Description |
---|---|---|
base | Upgrade\3waymerge\work\base | An XML representation of every object that has been signatured in the pre-upgrade out-of-box version. |
customer | Upgrade\3waymerge\work\customer | An XML representation of all objects that were tailored in the customer version and resulted in a conflict during the upgrade. |
upgrade | Upgrade\3waymerge\work\upgrade | An XML representation of the object provided by the upgrade package of all objects that resulted in a conflict. |
Each of the three folders described above contains a sub-folder for each signatured table. You can find the XML representations of the objects in the table within these sub-folders.
The built-in, two-way/three-way Merge tool allows you to examine the upgrade and customer versions of a record in a side-by-side view as well as the base, upgrade, and customer versions of a record in a three-way view. This will help you to determine which changes to include in the final record.
Note: The tool does not work with RAD applications.
This tool assists the conflict resolution process in these two ways:
To use the Merge tool, follow these steps:
In the Result drop-down list, select Renamed.
Note: The Two-way/Three-way Merge tool is available only for “Renamed” records.
The current default merge mode is Three-Way Merge mode. The merge option is not available for format records. Instead, you can click Compare option from the More Actions menu to start the merge tool in read-only mode. You can use this mode to identify the differences in the side-by-side view or three-way view and then merge records manually in Forms Designer.
In Three-Way Merge mode, click the Show Ancestor Pane button to show the base record reference. Click the button again to hide the base record reference.
In Three-Way Merge mode, if the records of base, upgrade, and customer versions are all different, the background color is red. If you put the cursor into the records with the red background and then click the Copy Current Change from Left to Right button, the selected records from the left pane will be appended to selected records in the right pane.
In Three-Way Merge mode, if the records on the left contain red background records, and you then click the Copy All from Left to Right button, the records in the right pane with blue background will be replaced with selected records from the left pane.
Note: The right records with red background will not be changed. To do this, you will need to switch to Two-Way Merge mode to use Copy All from Left to Right feature.
To enter Two-Way Merge mode, click the Two-Way Compare (Ignore Ancestor) button. In this mode, the Show Ancestor Pane button is disabled.
Note: When you do this, the button label changes to Three-Way Compare. Click this again to revert to Three-Way Compare mode.
In Two-Way-Merge mode, click Copy All from Left to Right button to replace all records in the right pane with the records from the left pane.
You may also visually compare the three versions of each object using a three-way compare and merge tool outside Service Manager, and then merge them manually in Service Manager. For example, you can use a tool, such as KDiff3 for Windows, to compare and merge objects.
To download and learn about KDiff3, visit the KDiff3 Web site.
A brief example of using KDiff3 to compare the three versions of an object is provided in the following steps:
Compare the three versions of the object in the 3-way compare view.
Manually apply the changes you have identified to the object in Service Manager.
If, during the upgrade, the Upgrade Utility automatically merges some of your objects with the upgraded versions of the objects, the Upgrade Results reports lists these merged objects as Auto Merged. You can use the Revert feature to restore "Auto Merged" or "Renamed" objects or "Replaced" Application Cluster objects to their original states. Click Revert on the toolbar to restore one object or select Mass Revert from the drop-down options menu to restore multiple objects. After you restore an object, you can also reapply the Auto Merge to that object by clicking the Auto Merge button on the toolbar or selecting the Mass Auto Merge option from the drop-down options menu.
Note: If you do not choose to use the auto-merge option, you must manually unzip the OOB data to the same folder in which you extracted the Merge Tool. If you do choose the auto-merge option, the OOB data is extracted automatically by the Merge Tool.
During the Upgrade process, you can use the Mass Choose Upgrade feature to overwrite your systems old objects with the newer versions from the upgrade utility. You can use this feature to quickly update the objects of the following statuses, which are generated during the upgrade:
You can use this feature to quickly update Application Cluster objects of the following statuses:
To use the Mass Choose Upgrade feature, follow these steps:
After you click Yes, the objects that you selected will be updated with the contents of the newer versions from the upgrade utility.
During the Upgrade process, you must mark conflicting objects as “Reconciled” after resolving each conflict. To help with this process, you can use the Mass Mark as Reconciled feature to mark multiple objects as “Reconciled.” You can use this feature on objects with the following statuses:
To use the Mass Mark as Reconciled feature, follow these steps:
If more than two objects exist in the resulting search, select Mass Mark as Reconciled from the More actions menu and then click Yes. After you click Yes, all objects that you selected will be marked as “Reconciled” and removed from current conflict list.
Note: If only one object exits in the resulting search, or if you want to resolve conflicts for the selected objects individually, use the Mark as Reconciled button on the toolbar of each object.
To resolve the Process Designer related data, follow these steps:
In the search result, resolve the data by following the actions described in the table below.
Reconciled Version | Result | Action |
---|---|---|
PD Enable: Updated | Renamed | Merge the newer object from the Upgrade Utility to the object. |
PD Enable: Replaced | Renamed | Overwrite your systems old object with the newer version from the Upgrade Utility. |
PD Enable: Need to be removed | Any | Remove the objects manually. |
You can follow the standard conflict resolution process to resolve conflicts for RAD applications. Since a RAD application is made up of records from several different tables, the Upgrade Results report assigns an object type of Application Cluster for RAD application objects with conflicts.
Note: The codes for RAD applications for which "Current Release Level" is not marked as "SM 9.41" (for example "7.1"), are already current with the ones in Service Manager9.41. Therefore, you should not change the "Current Release Level" field to "SM 9.41". There are two cases in which a RAD application's "Current Release Level" may be marked as "SM 9.41":
Records with the Application Cluster object type appear in the Upgrade Results list only in the following scenarios:
Your organization has a RAD license and has tailored the RAD application in question. You can choose one of the following options when resolving a RAD application conflict:
Your organization has applied a hotfix or patch that included a RAD application, which changed the existing RAD application when it was loaded into the system.
Option 3 is not applicable to you. You can keep the new version of the RAD application that came with the upgrade package or keep the RAD application that was loaded with the hotfix or patch. In most cases, you need the newest version of the RAD application, the one that came with the upgrade package. In this scenario, you can use "Revert" or "Choose Upgrade" to resolve RAD application conflicts; alternatively, if you want to resolve the conflicts manually, you can delete a RAD application and rename a RAD application:
The Upgrade Utility upgrades the display components and reports discrepancies if any of your components differ from the new versions. You can follow the standard conflict resolution process to resolve these conflicts. However, you must pay special attention to following types of display components:
The Display RAD application (RAD=display) is a Service Manager RAD application that provides access to RAD features without requiring RAD programming skills or RAD licensing. If a Display RAD application appears in the Upgrade Results report, perform conflict resolution on that application by following the standard conflict resolution process. HP highly recommends that you use the new version of the application.
Display screen records (displayscreen) are individual records identified by a unique screen ID. The displayscreen records define the attributes of a screen and provide access to the individual records for options and events. A display screen is not the same as a form. If displayscreen objects appear in the Upgrade Results report, perform conflict resolution on the objects by following the standard conflict resolution process.
Caution: There are triggers attached to the displayscreen file. Changes to the records in this file affect their associated display options and events.
The Upgrade Utility upgrades the display components in the same manner as all other components. The displayoption table and displayevent table have a unique identifier stored in the ID field. The upgrade process assigns an ID to every display option, following the convention <screen id>_<action>_<number> where the screen ID and action are from the display option or event, and the number is an optional field added when multiple options have the same screen ID and action.
If options that have been added to your system have the same action as others in the same display screen, the upgrade process assigns a <number> in the order of the options' GUI option number. If an added option was not the last option in terms of GUI option number, the upgrade process does not add the additional numbers in the ID field in the same order as it would have for an out-of-box system. The upgrade process renames the added option and any option after it (in GUI option order) and does not upgrade the option or event automatically.
To make sure that this type of renaming does not happen in future upgrades, when performing conflict resolution on these options, use the ID of the renamed option, NEW941<screen id>_<action>_<number>, and change the identifier of the added options. Rename all other options to match the ID of the renamed ones. When renaming an option, use an identifier to specify that this is a customized option added for your installation. For example, apm.edit.problem_do_nothing_ACME1.
The following table gives an example of part of the display screen conflict resolution for apm.edit.problem.
Screen ID | GUI action | Upgrade action | User action |
---|---|---|---|
300 | do nothing | update | Name: apm.edit.problem_do_nothing_1 Result: This item was updated correctly. User action: No action necessary. |
400 | do nothing | update | Name: apm.edit.problem_do_nothing_2 Result: This item was updated correctly. User action: No action necessary. |
450 (this is an option that you added) | do nothing | rename | Name: apm.edit.problem_do_nothing_3 Result: This item was renamed. It is your customized option. User action: Rename this object to give it a unique name. For example, apm.edit.problem_do_nothing_ACME1. Name: NEW941apm.edit.problem_do_nothing_3 Result: This is the new SM9.41 option. User action: Perform conflict resolution. To perform conflict resolution, open apm.edit.problem and look at the options. Compare this option with apm.edit.problem_do_nothing_3 and NEW941apm.edit.problem_do_nothing_3. |
500 | do nothing | The upgrade ignores this option. | Result: This option does not appear in the reports. User action: Perform conflict resolution. To perform conflict resolution, open apm.edit.problem and look at the options. Compare this option with apm.edit.problem_do_nothing_3 and NEW941apm.edit.problem_do_nothing_3. |
The Upgrade utility does not automatically clean up artifacts that were left over by the upgrade, such as objects that were prefixed with PRE<version_number> or NEW941, which are copied and renamed from pre-upgrade objects. These objects must be deleted from the system. Otherwise, the system may not work as expected. To delete those objects automatically, the purge tool provides a function to clean up artifacts that were left over by the upgrade. To run the purge tool, follow these steps:
Or, you may manually delete those objects. To find those objects, search the Upgrade Results list for records with a result type of "Auto Merged" "Previously Reconciled" "Reconciled" or "Renamed" and then export the list to an Excel file.
In previous versions of Service Manager, the logical.name field in the device table was used as both the unique identifier and display name for a CI, causing loss of CI data integrity across Service Manager modules and complexity of CI reconciliation between integration products (for example, Service Manager does not allow duplicate CI names while UCMDB does).
Service Manager 9.41 solves the problems described above with the logical name solution. Once you have upgraded to Service Manager 9.41, you need to perform additional manual tasks to adopt the solution in your production environment. For a summary of this solution and details of these manual post-upgrade tasks, see the Service Manager Logical Name Solution white paper.
Service Manager 9.41 introduces Smart Search which enables you to search among a variety of content, including SharePoint documents, static web pages, and KM documents. You can integrate multiple knowledge libraries by configuring different search connectors, so that users can search among the information that they can access.
Once you have upgraded to Service Manager 9.41, follow these steps to make sure the login.DEFAULT format control record has the expected code for the Smart Search feature:
Check whether the following codes exist:
var idolserver = new SCFile('idolserverinfo'); var rc = idolserver.doSelect('true'); if (rc === RC_SUCCESS) { vars['$lo.idol.enabled'] = idolserver['enable']; vars['$lo.idol.img.enabled'] = idolserver['image.enable']; if (vars['$lo.idol.enabled']) { vars['$G.kmsearchengine'] = 'IDOL'; } }
If these codes do not exist, you must type true in the Add field and then add these codes manually.
Follow these steps to execute the migration script for SLA:
Caution: If you have large amounts of SLA data, your Service Manager system may experience performance issue during the SLA data migration process. See QCCR1E133978 and QCCR1E134320 for workarounds.
The Upgrade utility does not automatically clean up artifacts that were left over by the upgrade, such as objects that were prefixed with PRE<version_number> or NEW941, which are copied and renamed from pre-upgrade objects. These objects must be deleted from the system. Otherwise, the system may not work as expected. To delete those objects automatically, the purge tool provides a function to clean up artifacts that were left over by the upgrade. To run the purge tool, follow these steps:
Or, you may manually delete those objects. To find those objects, search the Upgrade Results list for records with a result type of "Auto Merged" "Previously Reconciled" "Reconciled" or "Renamed" and then export the list to an Excel file.
In previous versions of Service Manager, the logical.name field in the device table was used as both the unique identifier and display name for a CI, causing loss of CI data integrity across Service Manager modules and complexity of CI reconciliation between integration products (for example, Service Manager does not allow duplicate CI names while UCMDB does).
Service Manager 9.41 solves the problems described above with the logical name solution. Once you have upgraded to Service Manager 9.41, you need to perform additional manual tasks to adopt the solution in your production environment. For a summary of this solution and details of these manual post-upgrade tasks, see the Service Manager Logical Name Solution white paper.
Service Manager 9.41 introduces Smart Search which enables you to search among a variety of content, including SharePoint documents, static web pages, and KM documents. You can integrate multiple knowledge libraries by configuring different search connectors, so that users can search among the information that they can access.
Once you have upgraded to Service Manager 9.41, follow these steps to make sure the login.DEFAULT format control record has the expected code for the Smart Search feature:
Check whether the following codes exist:
var idolserver = new SCFile('idolserverinfo'); var rc = idolserver.doSelect('true'); if (rc === RC_SUCCESS) { vars['$lo.idol.enabled'] = idolserver['enable']; vars['$lo.idol.img.enabled'] = idolserver['image.enable']; if (vars['$lo.idol.enabled']) { vars['$G.kmsearchengine'] = 'IDOL'; } }
If these codes do not exist, you must type true in the Add field and then add these codes manually.
Run the Process Designer Data Migration Tool to manually migrate data to HP Service Manager Codeless.
Note: Do not execute PD Enablement. Instead, execute Migrate Data only.
Note: If you have large amounts of Process Designer data (especially sloresponse
records), your Service Manager system may experience performance issue during the Process Designer data migration process. See QCCR1E134320 and QCCR1E133978 for workarounds.
After the upgrade, the system may not work correctly until you return it to its normal operating environment.
Note: Service Manager does not recompile indexes in your RDBMS. If your RDBMS is not configured to recompile indexes automatically after index changes, recompile your indexes manually.
After you resolve all conflicts, perform functional testing on the upgraded system and verify that it functions properly. In addition, make a checkpoint backup of the data files to enable you to restore from this point if necessary. Refer to the documentation for your RDBMS for backup instructions.
This section describes how to build a custom upgrade to apply to your production system. Before you create and apply a custom upgrade, make sure that all conflicts are resolved. A custom upgrade consists of three types of files:
To create the custom upgrade, follow these steps:
Create a custom upgrade folder on the Service Manager server. For example, C:\temp\customupgrade. Make sure that the custom upgrade folder is empty.
Create a custom upgrade folder on the Service Manager server. For example, /tmp/customupgrade. Make sure that the custom upgrade folder is empty.
Note: If you are connecting to the Service Manager server from a client on a remote computer, make sure that the you create the custom upgrade folder on the Service Manager server and not the client computer.
Click Create a Custom Upgrade.
If there is duplicate data, click Next. The Upgrade Utility asks you to confirm the purge operation.
Select Yes to purge the duplicate data.
If you select No, you will need to manually perform the purge operation as described in Perform additional manual tasks on the test environment.
Provide the fully qualified path to the custom upgrade directory that you created in step 1, and then click Next.
Provide the fully qualified path to the custom upgrade directory that you created in step 1, and then click Next.
The Upgrade Utility prompts you to decide whether to filter out the unchanged objects or not. These unchanged objects include the “Already Current”, the “Kept Customer”, and the “Kept Customer Non-OOB” objects in the upgraderesults table, and other objects which are added but not by the Upgrade Utility. Filter out the unchanged objects will speed up the deployment process of the custom upgrade package.
Select the Filter out the objects which are not changed? check box to filter out the records which do not exist in upgrade result or the results are "Already Current", "Kept Customer" or "Kept Customer Non-OOB" from the custom upgrade, and then click Next.
Otherwise, click Next directly and all records defined in patches table (name=SM94) are built in custom upgrade.
When building the custom upgrade, the Upgrade Utility creates a set of log files, which reside in the same directory as the upgrade files. The following table describes the contents of the log files during this step.
Log file | Contents |
---|---|
detail.log |
This file contains specific information about the upgrade, including the following:
|
transfer.log |
This file contains information about the object being transferred by the upgrade, for example, “2014-03-20 15:12:27 Initiating an export of scmessage on query "((class="error" and message.id isin {"10"})) and syslanguage~="xxx""” |
upgrade.log |
This file contains information about where the upgrade is at any point, including the following:
|
Duplicate your current Service Manager production environment and create a test environment for running and testing the custom upgrade before you apply it to the production environment. Set up the duplicate environment to match your current production server exactly. Make sure that the operating system and service pack level on the test environment is identical to the production server.
Identify a server to use for the test environment.
Make sure that your test system meets all of the upgrade requirements:
Before you proceed, make sure that you have upgraded your server and client to version 9.41.
To prepare the server for the upgrade, edit the Service Manager configuration (sm.cfg) and initialization (sm.ini) files. Note that you must return the sm.ini and sm.cfg files to their original state after the upgrade, so you may want to keep copies of the original files.
sm system.start
line to disable the #sm system.start background processes.Add sm -sync
to the end of the file if it does not yet exist. This parameter starts the sync process, which identifies and releases locks owned by inactive processes and shared memory that is
not in use.
sm -httpPort
parameter, comment out all instances except for one. Each sm -httpPort parameter
starts
a Service Manager server process.
The upgrade needs only one process. Comment out all other parameters. Commenting out the parameters
disables all of the other Service Manager processes that are not
required during an upgrade.sessiontimeout:1200
parameter to the end
of the file if it does not exist. If
this parameter exists,
update it to an appropriate
value. This parameter defines the number of minutes that the server waits for a client signal before the server assumes that the client session has timed out and closes the connection. A value of 1200 sets the
timeout to 20 hours (1200 minutes), a
period that should be long enough for an
upgrade phase to complete in a
typical scenario.heartbeatinterval:120
parameter to the end of the file if it does not exist. This parameter controls the client heartbeat frequency. If the server does not receive a heartbeat from the client within the time-out limit as defined by the sessiontimeout parameter, the server terminates the client. All unsaved data is lost and the client must establish a new connection.If you use HP-UX, add the JVMOption(#):-Xss6M
JVM option to the end of the file if it does not exist. This parameter increases the Java virtual machine stack size to 6MB.
When you add the parameter, replace the hash symbol (#) with an option number that does not exist in the sm.ini file. For example, if the file already contains a JVMOption(0)
and JVMOption(1)
, add JVMOption(2):-Xss6M
to the file.
shared_
memory:32000000
with
shared_memory:96000000
. This sets the shared memory size to
96MB. However, if you have a large
database, you may need to allocate
more shared memory to
accommodate the upgrade
processing.ir_disable:1
to the end of the file.Place the custom upgrade folder on the test server. For example, C:\temp\customupgrade.
Place the custom upgrade folder on the test server. For example, /tmp/customupgrade.
Remove any upgrade files from previous versions of Service Manager. You can run the purge tool to remove temporary objects that were generated by the Upgrade Utility. However, the purge tool may not clean up some artifacts that could be left from past upgrades. Before running the purge tool, you can search the Upgrade Results report for records with a result type of "Forced" to find left over artifacts. You can export the list of objects to an Excel spreadsheet so that you can refer to the list when you manually delete the objects from your system.
To view the Upgrade Results report, follow these steps:
To run the purge tool, follow these steps:
Note: If you have converted unique keys to primary keys, the system will display error messages when purging the upgrade files. Ignore the error messages.
Click Window > Preferences > HP Service Manager and clear the Client side load/unload check box.
Caution: Failure to disable the Client side load/unload option causes the upgrade process to fail.
In the File Name field, navigate to the custom upgrade directory that you created, and double-click preupg.bin. For example, C:\temp\customupgrade\preupg.bin.
In the File Name field, navigate to the custom upgrade directory that you created, and double-click preupg.bin. For example, /tmp/customupgrade/preupg.bin.
Click Load FG.
Note: If you have converted unique keys to primary keys, follow these steps:
Type the fully qualified path to the custom upgrade folder that you created. For example, C:\temp\customupgrade.
Type the fully qualified path to the custom upgrade folder that you created. For example, /tmp/customupgrade.
Tip: Note how long it takes to apply the custom upgrade so that you can determine how long the production system will be unavailable during the production upgrade.
Caution: If you experience problems such as a power failure or a network connection error while upgrading the system, you can fix the issues and rerun the Upgrade Utility. The utility resumes the upgrade from the failure point. However, if the upgrade does not resume from the failure point, restore your database to the last backup point and fix possible issues; then rerun the Upgrade Utility.
When you receive an UPGRADE IS COMPLETE message, the Upgrade Utility has finished the data processing and you can follow the instructions in the message to complete the next steps. After you close the message dialog, you are automatically logged out.
The Upgrade Utility does not automatically upgrade all tables and records. You can view the patches record to see a list of the tables and records that the custom upgrade includes. To view the patches record, click Tailoring > Differential Upgrade > Patch Records.
Only changed records are packaged if you selected the Filter out the objects which are not changed? check box. Customizations made to tables or records that do not appear in the patches record do not get upgraded. To make sure that the objects that you have reconciled are moved to the production system, verify the following scenarios:
If an object is in the patches record, and the Result field of its related “upgraderesults" record displays “Already Current”, "Kept Customer” or “Kept Customer Non-OOB”, change the Result field to “Reconciled”.
If an object is in the patches record, and the Result field of its related “upgraderesults" record displays “Already Current”, "Kept Customer” or “Kept Customer Non-OOB”, change the Result field to “Reconciled”.
For example, follow these steps after you have modified the cm.open.display_newphase displayoption record:
Type smupgrade in the HP Service Manager command line, and then press Enter to launch the Upgrade Utility.
Click View Upgrade Results and Merge Conflicts.
Type displayoption in the Object Type field, type cm.open.display_newphase in the Object Name field, and then click Search.
Note: Some object names consist of multiple key fields, you can find the definitions in the signaturemake record.
If an object is not in the patches record, do one of the following:
If an object is not in the patches record, do one of the following:
To resolve the Process Designer related data, follow these steps:
In the search result, resolve the data by following the actions described in the table below.
Reconciled Version | Result | Action |
---|---|---|
PD Enable: Need to be removed | Any | Remove the objects manually. |
When applying the custom upgrade to the test system, the Upgrade Utility creates a set of log files, which reside in the same directory as the custom upgrade files.
The contents of these log files are similar to those in the log files when running an out-of-box upgrade.
This section describes changes that the Upgrade Utility cannot make automatically. Make the following changes manually.
In previous versions of Service Manager, the logical.name field in the device table was used as both the unique identifier and display name for a CI, causing loss of CI data integrity across Service Manager modules and complexity of CI reconciliation between integration products (for example, Service Manager does not allow duplicate CI names while UCMDB does).
Service Manager 9.41 solves the problems described above with the logical name solution. Once you have upgraded to Service Manager 9.41, you need to perform additional manual tasks to adopt the solution in your production environment. For a summary of this solution and details of these manual post-upgrade tasks, see the Service Manager Logical Name Solution white paper.
Service Manager 9.41 introduces Smart Search which enables you to search among a variety of content, including SharePoint documents, static web pages, and KM documents. You can integrate multiple knowledge libraries by configuring different search connectors, so that users can search among the information that they can access.
Once you have upgraded to Service Manager 9.41, follow these steps to make sure the login.DEFAULT format control record has the expected code for the Smart Search feature:
Check whether the following codes exist:
var idolserver = new SCFile('idolserverinfo'); var rc = idolserver.doSelect('true'); if (rc === RC_SUCCESS) { vars['$lo.idol.enabled'] = idolserver['enable']; vars['$lo.idol.img.enabled'] = idolserver['image.enable']; if (vars['$lo.idol.enabled']) { vars['$G.kmsearchengine'] = 'IDOL'; } }
If these codes do not exist, you must type true in the Add field and then add these codes manually.
Follow these steps to execute the migration script for SLA:
Caution: If you have large amounts of SLA data, your Service Manager system may experience performance issue during the SLA data migration process. See QCCR1E133978 and QCCR1E134320 for workarounds.
This section describes changes that the Upgrade Utility cannot make automatically. Make the following changes manually.
In previous versions of Service Manager, the logical.name field in the device table was used as both the unique identifier and display name for a CI, causing loss of CI data integrity across Service Manager modules and complexity of CI reconciliation between integration products (for example, Service Manager does not allow duplicate CI names while UCMDB does).
Service Manager 9.41 solves the problems described above with the logical name solution. Once you have upgraded to Service Manager 9.41, you need to perform additional manual tasks to adopt the solution in your production environment. For a summary of this solution and details of these manual post-upgrade tasks, see the Service Manager Logical Name Solution white paper.
Service Manager 9.41 introduces Smart Search which enables you to search among a variety of content, including SharePoint documents, static web pages, and KM documents. You can integrate multiple knowledge libraries by configuring different search connectors, so that users can search among the information that they can access.
Once you have upgraded to Service Manager 9.41, follow these steps to make sure the login.DEFAULT format control record has the expected code for the Smart Search feature:
Check whether the following codes exist:
var idolserver = new SCFile('idolserverinfo'); var rc = idolserver.doSelect('true'); if (rc === RC_SUCCESS) { vars['$lo.idol.enabled'] = idolserver['enable']; vars['$lo.idol.img.enabled'] = idolserver['image.enable']; if (vars['$lo.idol.enabled']) { vars['$G.kmsearchengine'] = 'IDOL'; } }
If these codes do not exist, you must type true in the Add field and then add these codes manually.
Run the Process Designer Data Migration Tool to manually migrate data to HP Service Manager Codeless.
Note: Do not execute PD Enablement. Instead, execute Migrate Data only.
Note: If you have large amounts of Process Designer data (especially sloresponse
records), your Service Manager system may experience performance issue during the Process Designer data migration process. See QCCR1E134320 and QCCR1E133978 for workarounds.
After the upgrade, the system may not work correctly until you return it to its normal operating environment.
Note: Service Manager does not recompile indexes in your RDBMS. If your RDBMS is not configured to recompile indexes automatically after index changes, recompile your indexes manually.
Perform user acceptance testing on the test environment to verify that it functions properly. If there are problems that you cannot resolve, contact HP Software Support.
Before you proceed, make sure that you have upgraded your server and client to version 9.41.
To prepare the server for the upgrade, edit the Service Manager configuration (sm.cfg) and initialization (sm.ini) files. Note that you must return the sm.ini and sm.cfg files to their original state after the upgrade, so you may want to keep copies of the original files.
sm system.start
line to disable the #sm system.start background processes.Add sm -sync
to the end of the file if it does not yet exist. This parameter starts the sync process, which identifies and releases locks owned by inactive processes and shared memory that is
not in use.
sm -httpPort
parameter, comment out all instances except for one. Each sm -httpPort parameter
starts
a Service Manager server process.
The upgrade needs only one process. Comment out all other parameters. Commenting out the parameters
disables all of the other Service Manager processes that are not
required during an upgrade.sessiontimeout:1200
parameter to the end
of the file if it does not exist. If
this parameter exists,
update it to an appropriate
value. This parameter defines the number of minutes that the server waits for a client signal before the server assumes that the client session has timed out and closes the connection. A value of 1200 sets the
timeout to 20 hours (1200 minutes), a
period that should be long enough for an
upgrade phase to complete in a
typical scenario.heartbeatinterval:120
parameter to the end of the file if it does not exist. This parameter controls the client heartbeat frequency. If the server does not receive a heartbeat from the client within the time-out limit as defined by the sessiontimeout parameter, the server terminates the client. All unsaved data is lost and the client must establish a new connection.If you use HP-UX, add the JVMOption(#):-Xss6M
JVM option to the end of the file if it does not exist. This parameter increases the Java virtual machine stack size to 6MB.
When you add the parameter, replace the hash symbol (#) with an option number that does not exist in the sm.ini file. For example, if the file already contains a JVMOption(0)
and JVMOption(1)
, add JVMOption(2):-Xss6M
to the file.
shared_
memory:32000000
with
shared_memory:96000000
. This sets the shared memory size to
96MB. However, if you have a large
database, you may need to allocate
more shared memory to
accommodate the upgrade
processing.ir_disable:1
to the end of the file.Place the custom upgrade folder on the production server. For example, C:\temp\customupgrade.
Place the custom upgrade folder on the production server. For example, /tmp/customupgrade.
Remove any upgrade files from previous versions of Service Manager. You can run the purge tool to remove temporary objects that were generated by the Upgrade Utility. However, the purge tool may not clean up some artifacts that could be left from past upgrades. Before running the purge tool, you can search the Upgrade Results report for records with a result type of "Forced" to find left over artifacts. You can export the list of objects to an Excel spreadsheet so that you can refer to the list when you manually delete the objects from your system.
To view the Upgrade Results report, follow these steps:
To run the purge tool, follow these steps:
Note: If you have converted unique keys to primary keys, the system will display error messages when purging the upgrade files. Ignore the error messages.
Click Window > Preferences > HP Service Manager and clear the Client side load/unload check box.
Important: Failure to disable the Client side load/unload option causes the upgrade process to fail.
In the File Name field, navigate to the custom upgrade directory that you created, and double-click preupg.bin. For example, C:\temp\customupgrade\preupg.bin.
In the File Name field, navigate to the custom upgrade directory that you created, and double-click preupg.bin. For example, /tmp/customupgrade/preupg.bin.
Click Load FG.
Note: If you have converted unique keys to primary keys, follow these steps:
Type the fully qualified path to the custom upgrade folder that you created. For example, C:\temp\customupgrade.
Type the fully qualified path to the custom upgrade folder that you created. For example, /tmp/customupgrade.
Make sure that users cannot access the production environment before you start the upgrade.
Caution: If you experience problems such as a power failure or a network connection error while upgrading the system, you can fix the issues and rerun the Upgrade Utility. The utility resumes the upgrade from the failure point. However, if the upgrade does not resume from the failure point, restore your database to the last backup point and fix possible issues; then rerun the Upgrade Utility.
When you receive an UPGRADE IS COMPLETE message, the Upgrade Utility has finished the data processing and you can follow the instructions in the message to complete the next steps. After you close the message dialog, you are automatically logged out.
The Upgrade Utility does not automatically upgrade all tables and records. You can view the patches record to see a list of the tables and records that the custom upgrade includes. To view the patches record, click Tailoring > Differential Upgrade > Patch Records.
Only changed records are packaged if you selected the Filter out the objects which are not changed? check box. Customizations made to tables or records that do not appear in the patches record do not get upgraded. To make sure that the objects that you have reconciled are moved to the production system, verify the following scenarios:
If an object is in the patches record, and the Result field of its related “upgraderesults" record displays “Already Current”, "Kept Customer” or “Kept Customer Non-OOB”, change the Result field to “Reconciled”.
If an object is in the patches record, and the Result field of its related “upgraderesults" record displays “Already Current”, "Kept Customer” or “Kept Customer Non-OOB”, change the Result field to “Reconciled”.
For example, follow these steps after you have modified the cm.open.display_newphase displayoption record:
Type smupgrade in the HP Service Manager command line, and then press Enter to launch the Upgrade Utility.
Click View Upgrade Results and Merge Conflicts.
Type displayoption in the Object Type field, type cm.open.display_newphase in the Object Name field, and then click Search.
Note: Some object names consist of multiple key fields, you can find the definitions in the signaturemake record.
If an object is not in the patches record, do one of the following:
If an object is not in the patches record, do one of the following:
When applying the custom upgrade to the test system, the Upgrade Utility creates a set of log files, which reside in the same directory as the custom upgrade files.
The contents of these log files are similar to those in the log files when running an out-of-box upgrade.
This section describes changes that the Upgrade Utility cannot make automatically. Make the following changes manually.
In previous versions of Service Manager, the logical.name field in the device table was used as both the unique identifier and display name for a CI, causing loss of CI data integrity across Service Manager modules and complexity of CI reconciliation between integration products (for example, Service Manager does not allow duplicate CI names while UCMDB does).
Service Manager 9.41 solves the problems described above with the logical name solution. Once you have upgraded to Service Manager 9.41, you need to perform additional manual tasks to adopt the solution in your production environment. For a summary of this solution and details of these manual post-upgrade tasks, see the Service Manager Logical Name Solution white paper.
Service Manager 9.41 introduces Smart Search which enables you to search among a variety of content, including SharePoint documents, static web pages, and KM documents. You can integrate multiple knowledge libraries by configuring different search connectors, so that users can search among the information that they can access.
Once you have upgraded to Service Manager 9.41, follow these steps to make sure the login.DEFAULT format control record has the expected code for the Smart Search feature:
Check whether the following codes exist:
var idolserver = new SCFile('idolserverinfo'); var rc = idolserver.doSelect('true'); if (rc === RC_SUCCESS) { vars['$lo.idol.enabled'] = idolserver['enable']; vars['$lo.idol.img.enabled'] = idolserver['image.enable']; if (vars['$lo.idol.enabled']) { vars['$G.kmsearchengine'] = 'IDOL'; } }
If these codes do not exist, you must type true in the Add field and then add these codes manually.
Follow these steps to execute the migration script for SLA:
Caution: If you have large amounts of SLA data, your Service Manager system may experience performance issue during the SLA data migration process. See QCCR1E133978 and QCCR1E134320 for workarounds.
This section describes changes that the Upgrade Utility cannot make automatically. Make the following changes manually.
In previous versions of Service Manager, the logical.name field in the device table was used as both the unique identifier and display name for a CI, causing loss of CI data integrity across Service Manager modules and complexity of CI reconciliation between integration products (for example, Service Manager does not allow duplicate CI names while UCMDB does).
Service Manager 9.41 solves the problems described above with the logical name solution. Once you have upgraded to Service Manager 9.41, you need to perform additional manual tasks to adopt the solution in your production environment. For a summary of this solution and details of these manual post-upgrade tasks, see the Service Manager Logical Name Solution white paper.
Service Manager 9.41 introduces Smart Search which enables you to search among a variety of content, including SharePoint documents, static web pages, and KM documents. You can integrate multiple knowledge libraries by configuring different search connectors, so that users can search among the information that they can access.
Once you have upgraded to Service Manager 9.41, follow these steps to make sure the login.DEFAULT format control record has the expected code for the Smart Search feature:
Check whether the following codes exist:
var idolserver = new SCFile('idolserverinfo'); var rc = idolserver.doSelect('true'); if (rc === RC_SUCCESS) { vars['$lo.idol.enabled'] = idolserver['enable']; vars['$lo.idol.img.enabled'] = idolserver['image.enable']; if (vars['$lo.idol.enabled']) { vars['$G.kmsearchengine'] = 'IDOL'; } }
If these codes do not exist, you must type true in the Add field and then add these codes manually.
Run the Process Designer Data Migration Tool to manually migrate data to HP Service Manager Codeless.
Note: Do not execute PD Enablement. Instead, execute Migrate Data only.
Note: If you have large amounts of Process Designer data (especially sloresponse
records), your Service Manager system may experience performance issue during the Process Designer data migration process. See QCCR1E134320 and QCCR1E133978 for workarounds.
After the upgrade, the system may not work correctly until you return it to its normal operating environment.
Note: Service Manager does not recompile indexes in your RDBMS. If your RDBMS is not configured to recompile indexes automatically after index changes, recompile your indexes manually.
For all the existing integrations to work correctly, you must remove and re-create certain integrations in the Integration Manager. These integrations include the following:
For more information about your specific integration, see the Integrations section in the Service Manager Help Center.
Test the upgraded environment and verify that it functions properly. If there are problems that you cannot resolve, contact HP Software Support.
Congratulations! You have completed the upgrade to Service Manager 9.41. You can view the Service Manager 9.41 Help Center for information about database dictionaries, Database Manager, Forms Designer, Request Management, and the Display application.
Before you contact HP Service Manager Customer Support, try the following troubleshooting instructions to identify and resolve your issues. Click a symptom below to view information about the symptom and a possible resolution for the issue.
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