After upgrade to ServiceDesk 8.6 and Workflow 8.6 RU1 - Module "Servicedesk.Im.Extensions.package" cannot be recompiled after upgrade.

Products

• ServiceDesk

Issue/Introduction

After upgrading to ServiceDesk (SD) 8.6, all old incidents are open with extension data and all reports are broken due to this error:

ErrorLine: Assembly 'Symantec.ServiceDesk.Im.Automation, Version=8.6.1032.1, Culture=neutral, PublicKeyToken=null' uses 'Symantec.ProcessManager.WebServiceProxies, Version=8.6.1036.0, Culture=neutral, PublicKeyToken=307367a36958bdad' which has a higher version than referenced assembly 'Symantec.ProcessManager.WebServiceProxies, Version=8.6.1014.0, Culture=neutral, PublicKeyToken=307367a36958bdad' 0

Environment

Upgrading from SD/WF 8.5 to 8.6

Cause

The SD 8.6 installer contains incompatible Workflow release build

Resolution

This is happening because 8.6 RU1 ServiceDesk (SD) has a weird Workflow installer. The entire workflow codebase will be 8.6.1014, which is not RU1 at all. To upgrade from 8.5 RU4 to 8.6 RU1 please follow those steps:

1) download the standalone WF package from the NS console menu Manage-> Workflows 

2) Run the downloaded Symantec.Workflow.Setup.exe

3) Select "Upgrade"

After Installation of Workflow component Download service desk installer MSI and skip the "Workflow Platform Installation" step

Engineering is not able to perform a fix for the SD installer NOT to include the weird workflow installer version as no new builds are being released, as ServiceDesk is going to be End-Of-Life on March 31, 2022 as documented in the following KB article:

Symantec IT Management Platform (ITMS) End of Life Schedules