IMPORTANT:For logs, see Section 6.3, Logs
To migrate to ZENworks Service Desk 24.3 Appliance, refer to the following sections:
NOTE:ZENworks Service Desk 24.3 will be available only through the Online channel.
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.
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 24.3, ensure that you perform the following:
The backup of important configuration file will be available in /vastorage/backupforzsdv243 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, then you should customize it again, if the existing customization does not work. 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.