Revision as of 22:00, 21 March 2019

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Overview

This procedure would be used when you need to move the application to a new server, but leave the database on the existing SQL server.

Instead of installing the same version as Live on the destination server, the latest version will be installed and the database will be updated with a SQL Server script.

We highly recommend that you do not commit to the migrated installation until you are sure that the application is working without issues. As there will be a testing period, it is assumed that the Live installation will continue to be used, and backups taken at the beginning of the procedure will be out of sync when it is time to go live. This is accounted for in the procedure.

Procedure

Installation Phase

Download Latest Version

1. Note the application version on your live installation (Live), for reference.
2. Check the latest release notes to get the latest version number.
3. Download the latest full installer.
4. Download the latest SQL Server database-update script.

Prepare Test Database

1. In Layton ServiceDesk on the Live server:
   1. Go to Administration > System Settings > Email Server Settings.
   2. Record the contents of all the fields. This is a precautionary step in case they need to be re-entered.
   3. Disable both Auto Import Email Server Settings so that the test installation doesn't hijack incoming mail.
2. In Management Studio:
   1. Back up your database.
   2. Restore the backup of your database with a different name. This will be the Test database.
3. In Layton ServiceDesk on the Live server:
   1. Go to Administration > System Settings > Email Server Settings.
   2. Re-enable both Auto Import Email Server Settings to restore processing of incoming mail during the testing period.
4. In Management Studio:
   1. Run the latest SQL Server database-update script, downloaded above, on the Test database (not Live).
   2. Execute this SQL query to verify that the database has been updated to the latest version number. The version number of the database will match that of the application version number:

   SELECT sys_admin_value AS "Database Version Number"
   
   FROM   [admin]
   
   WHERE  sys_admin_id = 'db_compatible_app'

Prepare Destination Server

1. Check your destination server against the System Requirements.
2. Run your destination server through the Pre-Installation Procedure.

Installation

1. Install as per New Installation.
2. When the Database Tool opens, choose Connect to an existing database and point it to your Test database, not Live.

Migrate Application Interface Files

This step will restore files related to the application in general, so that the interface won't break during testing, but not attachments to Requests, Problems or Changes, which will be restored later.

1. Back up the live application installation directory by copying it to a location on the destination server. The default path is: C:\Program Files (x86)\Layton Technology\Layton ServiceDesk\
2. Copy the files in the following folders to the same folder locations on the destination server:
   • Application Images\: Custom images added to any forms in Form Design
   • HB_Data\Editor_Folder\Image\: User images added to email bodies configured in Email Settings & Bodies
   • HB_Data\EmailBodies\: Email notifications configured in Email Settings & Bodies

Testing Phase

1. Test the installation by logging in, creating a request, sending an email, general use. If there is an issue, contact Support for assistance. Do not continue until the issue is resolved.

Changeover Phase

Disable Live Application

At this stage, the Live application needs to be disabled, so that users do not add data that will be lost due to timing of the changeover.

1. In Layton ServiceDesk on the Live server:
   1. Go to Administration > System Settings > Email Server Settings.
   2. Disable both Auto Import Email Server Settings.
2. On the Live server:
   1. Open the Windows Services console.
   2. Stop the World Wide Web Publishing Service. This will prevent users from accessing the system.

Update Live Database

1. In Management Studio, run the latest SQL Server database-update script, downloaded above, on the Live database.
2. Execute this SQL query to verify that the database has been updated to the latest version number. The version number of the database will match that of the application version number:

   SELECT sys_admin_value AS "Database Version Number"
   
   FROM   [admin]
   
   WHERE  sys_admin_id = 'db_compatible_app'

Restore Application Attachment Files

This step will restore attachment files related to Requests, Problems or Changes.

1. From the application directory backup taken in Migrate Application Interface Files, copy the files in the following folders to the same folder locations on the destination server:
   • HB_Data\ChangeAttach\: File attachments for Changes
   • HB_Data\MailIn\: File attachments from emails in the Incoming email queue
   • HB_Data\ProblemAttach\: File attachments for Problems
   • HB_Data\RequestAttach\: File attachments for Requests.

Configuration

1. Launch Database Tool (DBTool.exe), choose Connect to an existing database and point it to your Live database. Note that the last step is, in the Windows Services console, to restart the World Wide Web Publishing Service. If this is not done, the new application installation will still be connected to the old database.
2. In Layton ServiceDesk on the new server:
   1. Go to Administration > System Settings > Email Server Settings.
   2. Re-enable both Auto Import Email Server Settings.
   3. Follow this procedure to remap the application support path on the Live database.

Decommission Old Application

1. On the old server:
   1. Uninstall Layton ServiceDesk using Apps and Features.
   2. Open Internet Information Services (IIS) Manager.
      1. In Application Pools, delete LaytonServiceDeskAppPool.
      2. In Sites > Default Website, delete the virtual directory LaytonServiceDesk.
   3. Open the Windows Services console.
   4. Check to see if the LaytonServiceDesk service exists. If it does, open a command prompt and run this command to remove it:
      
      

      sc delete LaytonServiceDesk
      
      If the service becomes marked for deletion but hasn't been removed, restart the server and check that the service has been removed.

   5. Delete the folder Layton Technology in C:\Program Files\.
2. Delete the Test database.

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