[Tips & Tricks] Best Practices for upgrading ServiceDesk Plus
We always recommend our customers to keep ServiceDesk Plus up to date as the new releases include new or enhanced features, critical security fixes and to improve the stability of the application. All theses are aimed at making the user experience better.
While we understand upgrading ServiceDesk is a herculean task in most environments as it can be complex that requires much process and planning; it needs to be treated and managed as a project, however, you could always check for the release notes when a new patch is released and know what the update is for and make a decision on upgrading the system.
While we understand upgrading ServiceDesk is a herculean task in most environments as it can be complex that requires much process and planning; it needs to be treated and managed as a project, however, you could always check for the release notes when a new patch is released and know what the update is for and make a decision on upgrading the system.
We strongly recommend our customers to ensure the version of ServiceDesk Plus you are using is not more than a year old.
Below are the best practices that we recommend to upgrade your ServiceDesk. These practical methods reduce the risk of something going wrong when you are installing a completely new version of the application, upgrading the metadata and then migrating the actual data.
#Always Take Backups:
Below are the best practices that we recommend to upgrade your ServiceDesk. These practical methods reduce the risk of something going wrong when you are installing a completely new version of the application, upgrading the metadata and then migrating the actual data.
#Always Take Backups:
ServiceDesk Plus has a feature that allows you to data backup schedule, make sure you have this configured. Besides this, do not skip backup during the upgrade process, this helps to restore the application to its previous state if the upgrade did not work.
If you are running the application in a VM environment, you can always take a snapshot of the VM and restore it to its previous working state if something goes wrong with the upgrade.
If you are running the application in a VM environment, you can always take a snapshot of the VM and restore it to its previous working state if something goes wrong with the upgrade.
If you are using an external database like MSSQL installed on a different VM, ensure you take snapshots of both application and database VMs' before initiating the upgrade. In case of upgrade failure, both the VMs need to be restored to its previous state.
#Always test the new patches on the test instance:
Our recommendation is to have two environments, one is your production system and the other is test instance running in parallel. This may be obvious but not surprisingly too many organizations do not take the time or have the infrastructure to support two environments running at the same time.
Having a separate installation for the new software version provides a fail-safe method in case something goes wrong during the upgrade process. Users would not be impacted and would be able to confidently test all the features required without any impact on the production system. Having the flexibility to prove the new environment before switching over is a big plus and thwart any unexpected downtime.
#Perform Testing before going Live:
With your freshly upgraded test instance, tested and issues resolved, administrators will need some time to ensure any new features and functionality introduced by the updates are configured correctly. This might involve turning on or off features or updating settings to best accommodate your users.
Preparing help files as well as technical documentation detailing on any custom developments or deployment requirements is vital to the success of your current upgrade as well as any future upgrades.
Get a few key system users to test all new features that they rely on to ensure they perform as expected. If the new version passes all testing, schedule downtime for the production instance and proceed with upgrading the Production instance.
Here are some important articles that can be of help and guidance:
Release Notes that contains information about the latest versions are available here
Service Packs can be downloaded from here.
If you are using a build earlier to 7612, you would need to follow the migration sequence to upgrade to the latest version.
Instructions to upgrade ServiceDesk Plus is available here.
Instructions to build a test environment for ServiceDesk Plus is available here.
In case you are using the application on a VM or connected to an external database and you would like to skip the backup during the upgrade, here is the link for the instructions.
#Always test the new patches on the test instance:
Our recommendation is to have two environments, one is your production system and the other is test instance running in parallel. This may be obvious but not surprisingly too many organizations do not take the time or have the infrastructure to support two environments running at the same time.
Having a separate installation for the new software version provides a fail-safe method in case something goes wrong during the upgrade process. Users would not be impacted and would be able to confidently test all the features required without any impact on the production system. Having the flexibility to prove the new environment before switching over is a big plus and thwart any unexpected downtime.
#Perform Testing before going Live:
With your freshly upgraded test instance, tested and issues resolved, administrators will need some time to ensure any new features and functionality introduced by the updates are configured correctly. This might involve turning on or off features or updating settings to best accommodate your users.
Preparing help files as well as technical documentation detailing on any custom developments or deployment requirements is vital to the success of your current upgrade as well as any future upgrades.
Get a few key system users to test all new features that they rely on to ensure they perform as expected. If the new version passes all testing, schedule downtime for the production instance and proceed with upgrading the Production instance.
Here are some important articles that can be of help and guidance:
Release Notes that contains information about the latest versions are available here
Service Packs can be downloaded from here.
If you are using a build earlier to 7612, you would need to follow the migration sequence to upgrade to the latest version.
Instructions to upgrade ServiceDesk Plus is available here.
Instructions to build a test environment for ServiceDesk Plus is available here.
In case you are using the application on a VM or connected to an external database and you would like to skip the backup during the upgrade, here is the link for the instructions.