How to Backup and Restore Automation Rulesets and Email Templates for Servicedesk 7.5

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Article ID: 181431

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Updated On:

Products

ServiceDesk

Issue/Introduction

 

Resolution

When upgrading Servicedesk 7.5, there is not a method for backing up and restoring your customized automation rules and email templates.  When you install upgraded code, you can lose your customized rules and templates.  

The attached utility can be run to perform both functions, backup and restore.  Prior to usage, we recommend that you have a full backup of your database, especially prior to restoring.

The utility is self explanatory.  You are exporting xml files containing the content of the rulesets you choose, and importing the same files after the upgrade.

This utlity should be run both prior to upgrade and and afterwards.

 It has been decided to make this project available on our Connect site. Along with the project there is also a video walking through it's use.

https://www-secure.symantec.com/connect/videos/servicedesk-75-rulesets-e-mail-template-importexport-project