# HP OpenView Service Desk

## version 4.5
Frequently Asked Questions (FAQ)

November 2004

© Copyright 2004 Hewlett-Packard Development Company, L.P.

## FREQUENTLY ASKED QUESTIONS

1. Q: What is the remote updater?
   A: A new feature for clients which allows automatic updates of the client using a hot fix and /or a service pack without user interaction.
2. Q: Will the remote updater be a replacement for the current patch mechanism?
   A: No, the remote updater will not be a replacement for the current patch mechanism. The remote updater can only be used in combination with the Service Desk client component, and has an additional limitation because it will only be a replacement for the hotfix.jar and / or servicepack.jar, if used that is. Please refer to "Known errors or limitations" for additional information on this.
3. Q: Is it possible to use the remote updater along side the current patch mechanism? So are you able to install the normal client msp patch on a set of clients, and use the remote update functionality to update a different set of clients?
   A: Yes! First of all, it is not required to use the remote updater. Second, which is actually more important, you will have to upgrade certain clients using the msp patch because of the reasons described in answer 2.
4. Q: Will it be possible to upgrade only a selective range of clients using the remote updater?
   A: No, but yes at the same. No because no option will be offered to select a selection of clients or users that can use the remote updater. And yes because you will always have the option to use the current patch mechanism. For example, clients that are on the same service pack version as the application servers will not receive the remote updater service pack update.
5. Q: Will it be possible to downgrade to a lower Service Desk version?
   A: No, this will in almost all cases not be possible. Why? Because during a service pack upgrade, the database is also upgrade and in almost all cases there are updates done to the database that cannot be easily rolled back because they add or change a certain feature in such a way that a roll back is simply not possible. With the exception off course if you still have a database dump that was created prior to upgrading to a newer service pack. In the future, all database statements that will be applied to the database during an upgrade will be included in the service pack documentation, including a statement whether or not it will be possible to downgrade to the previous service pack version. Note. With previous service pack version the version that was released prior to the installed service pack version is meant, which is not necessarily the version that you have!
6. Q: Is Windows Terminal Services supported?
   A: No, to support Windows Terminal Services the best and easiest way is to upgrade the client using the current patch mechanism, as all clients will then be upgraded in one go. The same goes for applying a hot fix.
7. Q: Is it possible to install more than one hot fix?
   A: No, this is not possible. An existing hot fix will be replaced. Note that a hot fix that was copied in the client lib folder, as has been the case and is the case if you do not use remote updater, that hot fix will be used, and not the hot fix in the users data folder!
8. Q: How can you upgrade a new and fresh client installation?
   A: First the new client should have to be installed with at least the official service pack 11 or higher regular msp patch. The easiest way to do this is create a new Client installation package that includes the latest official service pack patch. See the Windows Installation documentation for details. After that the client is remote updater prepared and can receive service packs and / or hot fixes using the remote updater feature.
9. Q: Is it possible to use this feature when user have limited access on their systems, e.g. a so called locked down system?
   A: Yes, that is if the users have normal write capabilities in their user data folder, e.g. <documents and settings>\Application Data\Hewlett-Packard\OpenView\Service Desk. This is where Service Desk client cache is stored, and is also the location for the hot fix and service pack that are retrieved from the application server.