# hp OpenView service desk

## version 4.5 service pack
service pack installation on HP-UX

February 2003

© Copyright 2003 Hewlett-Packard Development Company, L.P.

This service pack is an update to the service desk 4.5 software. You are only allowed to install and use this software as stated in the agreement for using service desk made with your supplier.

This document explains how you can install the service pack on HP-UX.

- Installing service packs on HP-UX using swinstall
- Installing service packs on HP-UX using swinstall silently
- Upgrading the service desk database on HP-UX
- Uninstalling service packs on HP-UX using swremove

## Installing service packs on HP-UX using swinstall

The installation of the service desk service pack is available in a packaged form. You can install and uninstall the service pack with the standard HP-UX installation tools swinstall and swremove. To install the service pack:

Step 1. Unpack the SDSK package on a Windows OS.
Step 2. Open the hp-ux folder from the folder where you unpacked the SDSK package.
Step 3. FTP the depot files from this hp-ux folder to the /tmp folder, or to another mounted file system on the HP-UX machine where the service desk components have been installed.
Step 4. Log on as root.
Step 5. Run # swinstall -s /tmp/<depot file name>, to install the service pack. The software will be installed in /opt/OV/sd/<component name>. If you are on a terminal, a full-screen character-based interface will appear. If you are on an X-windows display, and your DISPLAY environment variable is set correctly, a graphical user interface will appear, for example for the application server service pack:

Step 6. In the Software Selection dialog box, select the Service Desk depot file, and from the Actions menu choose Mark for install. You will get a notification that says that the service pack relies on the existing of a service desk component, in this case the application server, and that this service desk component is not included in this depot file. This is correct, since the service pack does not include the full versions of the service desk components, only updated and / or new files.

Step 7. From the Actions menu select Install (analysis):

If the analysis is successful, a confirmation dialog box will appear. Click "Yes" to start the installation. If not, check the log file to identify the problem. Correct the problem and restart the installation of the service pack.

When the installation starts, you could click the "Logfile" button to view the installation process.

Step 8. When the installation is completed, click "Done" to exit the install window.

Step 9. You can exit the program from the File menu by selecting the Exit command.

Note. The installation of the service pack does not upgrade the service desk database. The database has to be upgraded using the database configuration wizard. See upgrading the database on HP-UX for details.

Note. You will have to restart the hp OpenView service desk component to have it use the new service pack class files.

## Installing service packs on HP-UX using swinstall silently

The installation of the service desk service pack is available in a packaged form. You can install or uninstall the service pack with the standard HP-UX installation tools swinstall and swremove. To install the service pack silently:

Step 1. Unpack the SDSK package on a Windows OS.
Step 2. Open the hp-ux folder from the folder where you unpacked the SDSK package.
Step 3. FTP the depot files from this hp-ux folder to the /tmp folder, or to another mounted file system on the HP-UX machine where the service desk components have been installed.
Step 4. Log on as root.
Step 5. Run # swinstall -s /tmp/<depot file name> <depot component name>, to install the service pack silently. The software will be installed in /opt/OV/sd/<component name>

Note. The installation of the service pack does not upgrade the service desk database. The database has to be upgraded using the database configuration wizard. See upgrading the database on HP-UX for details.

Note. You will have to restart the hp OpenView service desk component to have it use the new service pack class files.

## Upgrading the database on HP-UX

After the service pack for the service desk application server has been installed, the database has to be upgraded. Start the database configuration wizard, for example by executing sd_dbconfwizard from the /opt/OV/sd/server/bin folder. Choose the "Upgrade Existing Database" option and check the account details if the correct database is selected. If this is the case click "Next". A database upgrade dialog box will appear asking if you wish to upgrade. Click "Yes" to upgrade the database.

Note. In the welcome screen of the database configuration wizard you can see what the service desk version is. If you applied a service pack you will see something like the following version: v4.5.0588.0x0y (SPx)
This means that service pack x has been installed. In the account screen you can also see the version of the currently selected database. This way it is easy so see whether or not the database has to be upgraded.

## Uninstalling service packs on HP-UX using swremove

In order to uninstall the service pack you have the option to run swremove and use the user interface to select the service desk component, mark it for remove, and uninstall it.

Step 1. Log on as root.
Step 2. Run # swremove
Step 3. Scroll through the installed software list and mark the service desk component, which can be identified using it's <depot component name>, for removal, by selecting the component and selecting Mark for Removal from the Actions menu.
Step 4. Perform this action for every service desk component that is installed on the system.
Step 5. After all service desk components have been marked for removal select Remove from the Actions menu.

An alternative way to uninstall a service desk component service pack is to specify the depot component name and the corresponding file set, in this case this is always servicepack, at the command line.

Step 1. Log on as root.
Step 2. Run # swremove <depot component name>.servicepack

Note. When removing a service pack there is a problem with the uninstall. The uninstall not only removes all files that we installed during installation, but also removes all files that where replaced during installation. The result is that the service desk component does not have all required files and is not able run properly. The current workaround is to install the service desk component using the original service desk package. A known problem is registered: ITSM005343.

## Service desk components

Component Name | Depot file name | Depot component name
server | sdserver-4.5-sp.depot | sdserver
servicepages | sdservicepages-4.5-sp.depot | sdservicepages
agent | sdagent-4.5-sp.depot | sdagent
event | sdevent-4.5-sp.depot | sdevent
ovo | sdovo-4.5-sp.depot | sdovointegration