IMPORTANT:For logs, see Section 6.3, Logs
To migrate to ZENworks Service Desk 24.4 Appliance, refer to the following sections:
Take a snapshot of ZENworks Service Desk Appliance.
If you are using an external database, then take a backup of the database.
If any configuration is changed in /etc/init.d/servicedesk.server file, then ensure that you note the changes.
If any configuration is changed in the Tomcat server such as the web.xml and server.xml files, then ensure that you note the changes.
If you have disabled the product upgrade through the Online Update channel, ensure that you enable it again. For more information, see Enabling Product Upgrade on the ZENworks Service Desk Appliance.
It is recommended to stop the ZENworks Service Desk service before initiating the migration.
For more information, see Restarting ZENworks Service Desk Service.
On the ZENworks Service Desk Appliance home page, in the Appliance Configuration section, click Online Update.
In the Online Update page, select Needed Patches from the drop-down, and then click Update Now.
In the Update Now dialog, read the displayed instructions, and then click OK.
After completing the migration process, reboot the Appliance.
For more information on rebooting the Appliance, see Shutting Down and Restarting Service Desk Appliance
NOTE:While updating the ZENworks Service Desk, the following error message might be displayed when the appliance takes a longer time to update. Ignore the displayed error message as the update will be completed successfully:
An error occurred while communicating with the server.
After you migrate to ZENworks Service Desk 24.4, ensure that you perform the following:
The backup of important configuration file will be available in /vastorage/backupforzsdv244 location.
If you have made any changes in the Tomcat server such as the web.xml and server.xml files, then update the changes, if the changes are not available in the file.
If any memory configuration is modified in the /etc/init.d/servicedesk.server file update the same changes, if the changes are not available in the file.
In the browser, open the Technician portal. The schema upgrade will be initiated automatically, and the upgrade process might be in progress or completed.
A confirmation message is displayed after the upgrade is completed.
If the upgrade fails, then follow the on-screen instructions.
If you have customized the CSS, and if the existing customization does not work, then you should customize it again. The backup of CSS is available in the /vastorage/LiveTime/Style location.
Review and replicate the same customization changes in the following UI locations:
Setup > Customize > User Portal > CSS
Setup > Customize > Customer Portal > CSS
NOTE:
In case of any UI related issues, press Ctrl+F5 to refresh the browser cache.
If any error is displayed, then you can clear the browser cache and try again. If the error persists, contact Customer Support.
Perform the following steps to migrate to ZENworks Service Desk 24.4 using packages downloaded from Software Licenses and Download (SLD).
Take a snapshot of ZENworks Service Desk Appliance.
If you are using an external database, then take a backup of the database.
If any configuration is changed in /etc/init.d/servicedesk.server file, then ensure that you note the changes.
If any configuration is changed in the Tomcat server such as the web.xml and server.xml files, then ensure that you note the changes.
To disable product upgrade through the Online Update channel, see Disabling Product Upgrade on the ZENworks Service Desk Appliance.
Download the ZENworks Service Desk 24.4 packages (ZENworksServiceDesk-24.4.zip) from SLD.
Extract the content from the downloaded ZIP file.
On the appliance, go to the /tmp folder, create another folder named 24.4, and then copy the extracted content into this folder.
Run the installation script with the following command as a root user:
sh /tmp/24.4/install_packages.sh
Reboot the appliance.
NOTE:Ignore the displayed warning message, as the update will complete successfully. If any error message appears during the update, please contact Customer Support.
After you migrate to ZENworks Service Desk 24.4, ensure that you perform the following:
The backup of important configuration file will be available in /vastorage/backupforzsdv244 location.
If you have made any changes in the Tomcat server such as the web.xml and server.xml files, then update the changes, if the changes are not available in the file.
If any memory configuration is modified in the /etc/init.d/servicedesk.server file update the same changes, if the changes are not available in the file.
In the browser, open the Technician portal. The schema upgrade will be initiated automatically, and the upgrade process might be in progress or completed.
A confirmation message is displayed after the upgrade is completed.
If the upgrade fails, then follow the on-screen instructions.
If you have customized the CSS, and if the existing customization does not work, then you should customize it again. The backup of CSS is available in the /vastorage/LiveTime/Style location.
Review and replicate the same customization changes in the following UI locations:
Setup > Customize > User Portal > CSS
Setup > Customize > Customer Portal > CSS
NOTE:
In case of any UI related issues, press Ctrl+F5 to refresh the browser cache.
If any error is displayed, then you can clear the browser cache and try again. If the error persists, contact Customer Support.