Layton ServiceDesk - Installation - Upgrade Database

Revision as of 07:48, 1 October 2010

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Introduction

The Upgrade database option is used to upgrade existing HelpBox v5.05 databases to Layton ServiceDesk. It may also be used to upgrade Layton ServiceDesk databases to newer versions if you required in the future. If you are starting a fresh installation of Layton ServiceDesk and do not wish to keep any existing data from your current HelpBox installation you can skips the following steps and start using Layton ServiceDesk right away, once you have it installed.

Note: You must be running HelpBox v5.05 or later to be able to upgrade to Layton ServiceDesk. If you are running an earlier version, please upgrade before proceeding.

Please contact your local Layton Technology office if you have any questions.

Layton ServiceDesk is not an upgrade for HelpBox but a completely new product, as such there is a limitation on what will be retained from HelpBox:

Data

All your existing HelpBox data will be retained when you upgrade to Layton ServiceDesk, including all request classes.

Form Designs

When upgrading from HelpBox to Layton ServiceDesk, all your current form designs such as Analyst and End User Request forms, Login Screen design layouts and the all the List Views, will be lost. These will be replaced by our default Layton ServiceDesk forms.

Reports

Layton ServiceDesk includes over 100 canned reports. All your existing reports in HelpBox will be replaced with the new reports. Any custom reports you may have created will be lost.

ActiveDirectory, Email and AuditWizard Databridge Settings

Layton ServiceDesk uses a different method of connecting to ActiveDirectory, Exchange and AuditWizard (if applicable). Once you have upgraded to Layton ServiceDesk you will need to enter your ActiveDirectory, Exchange and AuditWizard database details.

Your existing email bodies in HelpBox can be copied to Layton ServiceDesk if required. Copy the email body XML folder from the HelpBox programs folder to the Layton ServiceDesk email folder. You may need to reformat the email bodies slightly when they are added as the emails in HelpBox are in plain text where in Layton ServiceDesk you have the option of using the WYSIWYG editor.

Important: Always make a backup of your existing HelpBox database before you upgrade.

Tips on Upgrading

If you wish to use the default form designs that are installed with Layton ServiceDesk and do not require any designs be replicated from HelpBox you can skip the following steps.

If you have customized your HelpBox forms, login screens etc. and would like to keep the same look and feel in HelpBox as in Layton ServiceDesk, we recommend you first install a clean installation of Layton ServiceDesk. Once installed, you can re-configure your new installation of Layton ServiceDesk to match your forms, login screens in your live HelpBox, before you upgrade.

Once you are happy with how your new installation of Layton ServiceDesk looks, you can now upgrade your existing HelpBox database. You will use the Copy Form Design option in the Database Tool to copy your newly created design layouts to your upgraded HelpBox installation. The procedure is as follows:

1. Install a fresh installation of Layton ServiceDesk on your network
2. Configure the Form Design, Login Screens how you would like them to look when Layton ServiceDesk goes live
3. Upgrade your Existing HelpBox v5.05 Installation (remembering to make a backup first)
4. Copy Form Designs from the fresh installation of Layton ServiceDesk you first installed to your newly upgraded HelpBox.

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