When you are planning to upgrade SupportCenter Plus to the latest version, it is highly advisable to try the upgrade on the test environment first so that you will be confident about the upgrade on the Production server. Make sure the test setup is not accessible via the internet or not accessible to other tools so that the Mails will not be fetched or sent / SMS will not be sent from this test setup.
Steps to follow :
1. Stop the ManageEngine SupportCenter service on the production server.
2. Edit the backUpData.bat (present under SupportCenter\bin folder) and add the below entries in bold alone and also tune the backUpData.bat as below.
%JAVA% %JAVA_OPTS% -Xms128m -Xmx4096m -Dsdp.backup.home=%BACKUP_DIR% -Dignore.folder=index,archive -Dserver.home=%SERVER_HOME%
PS: Tune according to the server capacity (above is applicable for 8 GB RAM machine)
Only trimmed backup is needed to do this upgrade to minimize the upgrade time.
3. Take a Trimmed backup as mentioned below
- Open a command prompt in administrator mode and navigate into the SupportCenter\bin directory
- Execute backUpData.bat --trimmed
This will take a couple of minutes to complete the process.
Once the backup is complete, a backup file with .data extension is placed in the Backup folder under the Supportcenter Plus\trimmedbackup directory.
If it's an SQL database, just take the .bak file (SQL Backup) and restore it in a test SQL environment.
5. Start and shut down the test application once.
Dont start the test application, till the below queries are executed.
As said above, Make sure this test system is out of your network, such that no new emails will be fetched or notifications will not be sent from this setup. Please execute the below queries such that it will work as a test setup.
The below steps are applicable from 8118 builds only.
1. Connect to the test database of your test setup.
-- To stop incoming
update incomingmailserver set HOSTNAME = 'XYZ';
-- To Stop Outgoing mails
update outgoingmailserver set HOSTNAME = 'ALPHA';
update outgoingmailserver set ALTERNATEHOSTNAME = 'BETA';
Below queries can be used if needed or features are used alone.
-- To Stop Outgoing SMS
delete from Services where serviceid=(Select Serviceid from ServiceAction where serviceactionid=(select serviceactionid from smsconfig));
-- To Disable Schedules (eg. mail fetching, schedule based integrations like analytics, custom schedules etc..)
-- To Disable all Custom Menus
UPDATE Menu_Actions SET ISENABLED='false';
-- To Disable all Custom Triggers
UPDATE Auto_Actions SET ISENABLED='false';
-- To Disable FAFRs with Action as Execute Script
UPDATE RuleData SET ISENABLED = 'false' WHERE RULEID IN (SELECT rd.RULEID FROM RuleData rd LEFT JOIN RuleActionsMap ram on rd.RULEID = ram.RULEID LEFT JOIN RuleActionTypes rat on ram.RULEACTIONTYPEID = rat.RULEACTIONTYPEID WHERE rat.ACTIONNAME LIKE 'execute_script_action');
-- To Disable Telephony Service
Update TelephonyService set enableservice='false'; *.
Once the above queries are executed in your test database
Start the SupportCenter Plus service and log in to it and check if everything looks fine in this test setup.
Now shut down the application and try the upgrade in this test environment
How to connect database? (Applicable for less than 11.0 versions alone)
Connect to PostgreSQL Server in Windows
Go to [SupportCenter Plus Home] \ pgsql \ bin in the command prompt.
C:\> cd ManageEngine\SupporCenter\pgsql\bin
Enter the command: psql.exe -U postgres -p 65432 -h 127.0.0.1 supportcenter