How to move ServiceDesk 8.x SQL database to a new server.

Products

• Workflow Solution
• ServiceDesk

Issue/Introduction

There are 4 places where SQL Server connection string needs to be updated to change the SQL Server ServiceDesk uses.

I. Symantec Workflow Explorer - SymQ Configuration:

• SymQ_Local_Defaults > local.workflowsqlexchange-
• SymQ_Local_Defaults > local.orm
• Workflow_Core > local.workflowsqlexchange-

II. Connection string in ProcessManager web.config

While server may be changed, database name cannot be changed from what it was set to when installing ServiceDesk. If database name is changed ServiceDesk will not function correctly.

Resolution

Steps to change the SQL Server connection string:

I. Change the SQL Server in SymQ Configuration:

1. Open Workflow Explorer: Start > All Programs > Symantec >  Workflow >Designer > Tool > Workflow Explorer
2. Navigate to SymQ Configuration tab
3. In the left pane select SymQ_Local_Defaults
4. In the right pane select local.workflowsqlexchange- and click Edit button
5. Click the ellipsis ... button next to Sql Connection String
6. In Connection String Editor modify the Server name and authentication type as needed. 
   Do NOT change the database name.
7. When ready, click on Test Connection button and make sure it results in Test connection succeeded, then click OK
8. Copy the resulting connection string to Notepad for further use, then click OK.
   1. Click Save button
9. In the right pane select local.orm and click Edit button
10. Paste the connection string to Sql Connection String field.
    It is recommended to click the ellipsis ... button next to it and click Test Connection to make sure it is correct.
11. Click OK button.
    1. Click Save button
12. In the left pane select Workflow_Core
13. In the right pane select local.workflowsqlexchange- and click Edit button
14. Paste the connection string to Sql Connection String field.
    It is recommended to click the ellipsis ... button next to it and click Test Connection to make sure it is correct.
15. Click OK button.
    1. Click Save button

II. Steps assume the default location of C:\Program Files\Symantec\Workflow for ServiceDesk installation, replace it with appropriate path if you have it installed in another location.

There are two ways to have the connection string in the web.config - plaintext and encrypted. Connection string in plain text works but can be problematic in high security environments.

Plaintext: Steps to change the connection string in ProcessManager web.config:

1. Open web.config in Notepad (or other text editor) 
2. Find the connection string (DataAccessConfiguration > ConnectionInstance) the line should look like this:
   <add key="ConnectionString" value="H26o71ZL...L1Csw=" />
3. Replace the value between quotes "" with the connection string from Step 8 above.
4. Save.

Encrypted: Steps to change the encrypted connection string in ProcessManager web.config:

1. Make a backup copy of C:\Program Files\Symantec\Workflow\ProcessManager\web.config (copy it to another folder like desktop, do ont leave it in the same folder).
2. Open an Administrator Command Prompt (right click on the shortcut and select Run As Administrator)
3. Run LBUtil to update the encrypted connection string in ProcessManager web.config, making sure paths to both lbutil.exe and web.config are correct:
   "C:\Program Files\Symantec\Workflow\Tools\lbutil.exe" -updatepmconnection -connectionstring [paste connection string here] -webconfig C:\Program Files\Symantec\Workflow\ProcessManager\web.config

III. Restart IIS and Symantec Workflow Server service to properly apply the changed settings.