# hp OpenView service desk

## version 4.5 service pack
service pack installation on Sun Solaris

May 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 Solaris.

- Installing service packs on Sun Solaris using pkgadd
- Installing service packs on Sun Solaris using pkgadd silently
- Upgrading the service desk database on Sun Solaris
- Uninstalling service packs on Sun Solaris using pkgrm

## Installing service packs on Sun Solaris using pkgadd

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 Sun Solaris installation tools pkgadd and pkgrm. To install the service pack:

Step 1. Unpack the SDSK package on a Windows OS.
Step 2. Open the solaris folder from the folder where you unpacked the SDSK package.
Step 3. FTP the package files from this solaris folder to the /tmp folder, or to another mounted file system on the Solaris machine where the service desk components have been installed.
Remark: Rebooting the system removed the files in the /tmp folder.
Step 4. Log on as root.
Step 5. Run # pkgadd -d /tmp/<package file name> all, to install the service pack. The software will be installed in /opt/OV/sd/<component name>.
Step 6. If the message "Do you want to install these conflicting files [y,n,?,q]" appears select y to continue and update the conflicting files.
Step 7. The last message should be "Installation of <sdsrv45-sp> was successful.".

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 Sun Solaris 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 Sun Solaris using pkgadd 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 Sun Solaris installation tools pkgadd and pkgrm. To install the service pack silently:

Step 1. Unpack the SDSK package on a Windows OS.
Step 2. Open the solaris folder from the folder where you unpacked the SDSK package.
Step 3. FTP the package files from this solaris folder to the /tmp folder, or to another mounted file system on the Sun Solaris machine where the service desk components have been installed.
Remark: Rebooting the system removed the files in the /tmp folder.
Step 4. Log on as root.
Step 5. Run # pkgadd -n -d /tmp/<package file name> <package 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 Sun Solaris for details.

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

Note. In order to silently install the service pack package files it might be required to use the administration file option of pkgadd. More information can be found at "Using an Administration File" of Sun Solaris "AnwerBook 2".

## Upgrading the database on Sun Solaris

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 Sun Solaris using pkgrm

In order to uninstall the service pack you have to use pkgrm to uninstall the service desk component service pack.

Step 1. Log on as root.
Step 2. Run # pkgrm <package component name>
Step 3. A question will be shown asking you if you wish to remove this package. Type y and press return.
Step 4. You should see a removal was successful message.

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 | Package file name | Package component name
server | sdserver-4.5-sp.pkg | sdsrv45-sp
servicepages | sdservicepages-4.5-sp.pkg | sdsrvpgs45-sp
agent | sdagent-4.5-sp.pkg | sdagent45-sp
event | sdevent-4.5-sp.pkg | sdevent45-sp
ovo | sdovo-4.5-sp.pkg | sdovo45-sp