Database migration to a new SQL Server (ServiceDesk)

Version 15

    Verified Product Versions

    Service Desk 7.7.xService Desk 7.8.xService Desk 2016.xAsset Manager 2016.xAsset Manager 2017.xService Desk 2017.x

    Migrating a database is a pretty straight forward process and is well documented on technet and other outlets. Here is a list of instructions you can use to migrate a SQL database from one server/host to another.


    1. Build or install new SQL server.


    Install SQL Server 2012 from the Installation Wizard (Setup)



    2. Use the following directions to backup your database and restore it on your new SQL server:




    3. Pointing your LANDESK ServiceDesk to your New SQL Server.


    We are required to make a few minor configuration changes to both your Application and Web Server, within the Configuration Centre.  These configuration changes ensure Service Desk console, WebDesk, Mobile Web Desk and Mobile Self Service are pointing to the correct Database for your LANDesk ServiceDesk.



    3.1 Accessing the Configuration Centre:


    If you wish to do this outside of accessing your Application or Web Server, this can be achieved by browsing to http://servername or IP/ServiceDesk.ConfigurationCentre or if you do wish to do this local to your server, this can be achieved via accessing IISManager, then Expanding Sites > Default Web Site > Right Click on ServiceDesk.ConfigurationCentre > click on "Manage Applications" or browsing to http://localhost/ServiceDesk.ConfigurationCentre


    3.2 Configuration Changes:


    Note: The below example configuration change will only apply to ServiceDesk Console, we would need to apply the same configuration changes to the Web Access application, via your Web Server.  Please note that Mobile Web Desk and Mobile Self Service connects via the Web Access config.


    Once logged in, select the required Instance, then under Configured Applications > edit your Service Desk framework, then input the required Database connection details. Please see below screenshot.






    Once the configuration changes have taken place, please perform a Recycle of the Application pool.




    4. Crystal Reports.



    If you are utilising Crystal reports, we will need to point each of our Crystal Reports to our new SQL Server, this can be achieved by running the crystalreportsdsnsetter.exe, providing your reports are all held in one folder; however if this has been setup slightly different. you can modify each report separately from step 4.3.


    If you would like to configure ServiceDesk to utilise Crystal Reports, please see below community article.




    4.1 Setting the database location on all the reports



    The crystalreportsdsnsetter is usually located in \program files\landesk\landesk reports\ on your application server.  Ensure that when running this application you have file permissions to create a file in this location. 


    When running the application you are asked to select the folder where your reports are located and you are asked for your database connection details, populate these accordingly as we have done in the Configuration Centre, then run the DSN setter.





    4.2 Test to Ensure the Crystal DSN setter has modified the Database location



    To check that the Crystal DSN setter has worked.  Locate your report folder and double-click on one of the reports to open it in Crystal.  It’s better not to pick the incident.rpt, problem.rpt, task.rpt or change.rpt for this test.  This is because these reports are designed to be run within Console and they prompt you for a guid value (a guid is an auto-generated unique string within your Service Desk database).  Once the report is open, within Crystal click on the refresh button to run the report:




    NOTE: The icon for this button has changed through different versions of Crystal so if you are unsure about the button to use, pressing F5 to run the report should work on all versions.


    4.2 Modify a crystal report individually without the DSN Setter


    1. Load up your report in Crystal Reports.

    2. From the file menu, locate Database > Set Database Location and expand properties.

    3. Right click on Data source > select edit and input your new SQL Server name and press return.

    4. After a few moments, you should see the below window.





    5. Make the necessary changes

    6. Click Finish

    7. Done