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ca servicedesk upgrade from 11.2 to 14.1 using swing box method

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  • 1.  ca servicedesk upgrade from 11.2 to 14.1 using swing box method

    Posted 04-08-2019 04:16 AM
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    We are in the process of upgrading CA servicedesk 11.2 to 17.1 using swing box method but facing issues while replicating the production env on test. The issue is after db and app restore; we are able to login to servicedesk after restore but getting AHD04407 htmpl errors under Service Desk tab.

    We have followed this tech doc: https://comm.support.ca.com/kb/using-the-swingbox-method-for-upgradingmigrating-to-a-new-version-of-ca-service-desk-manager/kb000021143



  • 2.  Re: ca servicedesk upgrade from 11.2 to 14.1 using swing box method
    Best Answer

    Posted 04-08-2019 04:22 AM

    Hi Mahesh,

     

    It looks like you are missing some forms.

     

    Did you copy all the forms in the $NX_ROOT\side\mods...path from the current PROD to the new server?

     

    ===

    Kind Regards,

    Brian



  • 3.  Re: ca servicedesk upgrade from 11.2 to 14.1 using swing box method

    Posted 04-08-2019 11:18 AM

    You need to migrate the form prior to use them in 17.1.

     

    If the error appears right after login, my guess is that your roles use a custom menubar.

     

     

    You can check for your menu bar using this query :

     

    select * from usp_menu_bar

     

    htmpl_name column will help you find wich file you need.

     

     

    If you want to find wich role uses wich menubar, you need to use those 4 queries. I will let you join them

     

    select * from usp_role

    select * from usp_role_tab

    select * from usp_tab

    select * from usp_menu_bar

     

     

    Hope this helps



  • 4.  Re: ca servicedesk upgrade from 11.2 to 14.1 using swing box method

    Posted 04-10-2019 08:16 AM

    issue was with custom menubar. Removed the menubar customiztion and it worked. Thank You.