How to migrate the ServiceDesk 7.5 or 7.6 Microsoft SQL database to a new server and/or move the ServiceDesk 7.5 or 7.6 application to new server

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Article ID: 178800

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Workflow Solution ServiceDesk

Issue/Introduction

 

Resolution

This article describes how to migrate the ServiceDesk 7.5 or 7.6 application or database to a new server.

Note: If moving the SQL database alone follow the instructions in the first section. If you also want to move the ServiceDesk server add in the instructions at the bottom.

Note: These instructions are intended for ServiceDesk 7.5 and 7.6,
the SD 7.1.x version of this KB can be found at: HOWTO65815
and the SD 7.0.x version of this KB can be found at: HOWTO21544.

I. How to Migrate the ServiceDesk Microsoft SQL Server database for ServiceDesk 7.5:

Warning: This does leave the database connection string in the web.config file unencrypted. This is usually not an issue but may be of concern in high security installations.

  1. On the ServiceDesk server, close any open Workflow Manager or Process Manager Portal sessions.
  2. Make a full database backup.
  3. Restore the backup copy to a new SQL server including the database permissions.           
    Note: ServiceDesk 7.5 is designed to be used with SQL Server 2008sp2 or 2012.
  4. On ServiceDesk server go to Start > All Programs > Symantec > Workflow Designer > Tools and click on Log Viewer then switch to the 'SymQ Configuration' tab
  5. Select 'SymQ_Local_Defaults' then select  local.orm and click the Edit button.
  6. Click the ellipse for the 'Sql Connection String' and select the new SQL server and database from the dropdowns.
    Warning: Do NOT change the ServiceDesk database name.
  7. Click the 'Test Connection' button to confirm the settings then click OK three times.
    1. Click Save to save the changes
  8. Still under SymQ_Local_Defaults find local.workflowsqlexchange-, select it and click the Edit button.
  9. Click the ellipse for the 'Sql Connection String' and select the new SQL server and database from the dropdowns.
    Warning: Do NOT change the ServiceDesk database name.
  10. Click the 'Test Connection' button to confirm the settings then click OK three times.
    1. Click Save to save the changes
  11. While still in 'SymQ Configuration' switch to 'Workflow_Core' , locate local.workflowsqlexchange-, click the Edit button.
  12. Click the ellipse for the 'Sql Connection String' and select the proper SQL server and database from the dropdowns.
    Warning: Really, do NOT change the ServiceDesk database name from what it was on the original server.
  13. Click the 'Test Connection' button to confirm the settings then click OK twice.
    1. Click Save to save the changes
  14. Save the new 'Sql Connection String' to Notepad for future reference and click OK again and close the Workflow Explorer.
  15. Go to :\Program Files\Symantec\Workflow\ProcessManager, and save a backup copy of web.config to a safe location.
  16. Open web.config file in Notepad.
  17. Replace the encrypted old SQL server connection string with a new SQL server connection string.
    1. Search for ConnectionString
    2. Replace the encrypted string between the quotes with the connection string saved to Notepad in step 16.
      Note: Take something like:   value="N9Muz71...(about 175 characters snipped)...3o4i//...Wd97E/...oKn34y+sdT"
      Note: And replace it with something like:   value="Data Source=sql-w2k8-01.abc.local;Initial Catalog=ProcessManager;Integrated Security=True;Pooling=True;Connect Timeout=30"
    3. Save the web.config file.
  18.  Run iisreset command.
  19.  Go to Services and restart Symantec Workflow Server.

II. How to Migrate the ServiceDesk server instead of the SD SQL server database

  1. On the ServiceDesk server, close Workflow Manager and Process Manager Portal if they are open.
  2. In Windows, click on the Start button > Administrative Tools > Services.
  3. Locate the Symantec Workflow Server service, right click on it and click on Stop.
  4. Click on the Windows Start button > Run, enter iisreset /stop command, click the OK button.
  5. Backup any customized Workflow projects. Project folders are stored in the :\Program Files\Symantec\Workflow\WorkflowProjects folder.
    Note: If customized projects are not backed up, these may be overwritten by the reinstall of ServiceDesk, performed later in these instructions. If so, there is no method to recover these unless a backup has previously been performed on them. For more information on how to backup and restore project customizations, please refer to the following article: HOWTO36202. Note that while the article is dated the process is the same in ServiceDesk 7.5
  6. Reinstall ServiceDesk by following instructions in the ServiceDesk Implementation Guide.
    During the reinstall, choose 'New Install' and then choose the existing database server.
    Warning: do not select to create a new database, unless the old database is not wanted any longer.
  7. Restore any customized Workflow projects from backup.
  8. In Windows, click on the Start button > Administrative Tools > Services.
  9. Locate the Symantec Workflow Server service, right click on it and click on Start.
  10. Run iisreset /start command.

Warning: If the old database is used do not change the name of the ServiceDesk server. If the name of the ServiceDesk server is changed and the original database is kept, this will result in issues. For example, URLs in e-mail messages will point to the old server name. Other references to the old server name will also no longer be valid. This will then require manual changes in various areas, such as Application Properties.