Layton ServiceDesk - Installation - Upgrade Database
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By using the the Copy Form Design steps, you can spend as much time as you require to get your new installation of Layton ServiceDesk just right before you need to upgrade. You will also have virtually no down time what so ever when you are ready to go live. | By using the the Copy Form Design steps, you can spend as much time as you require to get your new installation of Layton ServiceDesk just right before you need to upgrade. You will also have virtually no down time what so ever when you are ready to go live. | ||
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Revision as of 23:18, 7 October 2010
Contents |
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.
Installation
Install Layton ServiceDesk as per New Installation
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. See the Tips section below for some useful ideas upgrading your existing HelpBox form designs.
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 existing designs to be replicated from your existing HelpBox installation you can skip the following steps.
If you have customized your HelpBox forms, login screens etc. and would like to keep them the same in Layton ServiceDesk, we recommend you follow these steps.
1. First install a clean installation of Layton ServiceDesk on your network.
2. Once installed, configure / customize your new installation of Layton ServiceDesk to match your exist forms, login screens like in your current live HelpBox installation. Once you are happy with how your new installation of Layton ServiceDesk looks, you are now ready to upgrade your existing HelpBox database.
4. Upgrade your Existing HelpBox v5.05 Installation (remembering to make a backup first).
5. Use the Copy Form Design option in the Database Tool to copy your newly created design layouts from the first installation of Layton ServiceDesk you installed (where you customized the forms etc) to your newly upgraded HelpBox installation.
By using the the Copy Form Design steps, you can spend as much time as you require to get your new installation of Layton ServiceDesk just right before you need to upgrade. You will also have virtually no down time what so ever when you are ready to go live.
