I'm new to ServiceDesk and still in my 30-day trial, though we will likely go with the enterprise edition shortly. We installed the latest version (7506) initially and when setting up the mail servers realized we could not retrieve inbound messages using SSL with either POP or IMAP (a requirement in our organization). I was then hopeful to see that 7507 was released and provided secure POP and IMAP options.

I ran UpdateManager.sh from an SSH session and received the "No X11 DISPLAY variable set" error message and was initially dismayed at the requirement to run graphically. Upon examining the shell script, I noticed that it simply passed through the arguments to the java class opening up the possibility of a silent or command line upgrade (though the instructions do not make any mention of this). I then ran UpdateManager.sh -h to get the options and discovered I could run UpdateManager.sh -c to perform a command line install. 

After running the command line upgrade, I was asked what action I would like to perform, and selected i(nstall) and then entered the location of the PPM file. At that point the process just sat there without any CPU or disk activity. I let it sit for a few minutes, and still nothing happened. I killed the process, tried to run ServiceDesk again to see if anything happened, and it would not start. So my first upgrade resulted in a non-upgraded dead instance.

It wasn't until I searched the forums further to see there was an update manager log. I looked into the log and much to my disappointment, it seemed it was waiting on user input, but it directed that to the log, there was no request for input from the command line running the UpdateManager. It asked "Do you want to take backup now ? (y/n)". Fortunately, when I entered "n" on the command line the processes continued on and performed the upgrade. At the end of the process, it again was doing nothing and appeared to wait for input through the log file did not indicate any question, after entering "n" and a carriage return again it ended the UpdateManager gracefully.

Questions:

1. Why is the command line version not documented? We have headless instances running in a cloud and do not want to install X11 libraries just to perform an upgrade of one service.

2. It also appeared possible to enter all of the arguments for a silent install, but that did not work for me. Is a silent upgrade a supported option?

3. Why does the command line version request user input but log the request without showing anything on the command line?