CA Service Desk Upgrade 17.3 to 17.4

[Robinson Morales P]

Hello Team.

We're planing our CA SDM 17.3 cum22 upgrade to 17.4 cum2

We have 6 servers:

1 BK, 1 ST and 4 Apps servers

We were wondering: Can we run upgrade wizards like this:

1. Upgrade BK
2. Upgrade ST
3. Upgrade all App Servers at the same time

Keeping in mind that BK and ST server updates do have MDB update step:

And, application servers do not have that step:

Regards,

Robin M.

[Jacques Geldenhuys]

Hi

I attempted this once and the one Application server failed.
Most of those steps still interact with the MDB.
Unfortunately (and I would like to be wrong), you need to do them one at a time.

Another reason is that troubleshooting will be a nightmare should/when something fails.

Cheers, all the best
Jacques

[David Negrey]

My only advice is DO NOT apply RU2, they made some changes for HTML code in the description field for Request/Incidents/Problems and Manual Notify, its buggee. When viewing the Manual Notify in Activity Logs there was HTMPL code. I got a test patch, and it corrected it.  Also, I here there are some problems with mail eater. 

If you use, the Reports on a ticket, the detail report still has HTML code in the report for manual notify, also hovering over the description of a manual notify in the Activity Log has html code also.  Both of these reported, but no ETA on test patch.  

Also, when working with scratch pad, the description does not transfer to the ticket, if hit the 'New' button.  Was fixed in 17.4.1, but may be broke again in 17.4.2

Broadcom is talking about having this resolved in RU3. 

[Charles Nack]

Robinson, thank you for your post. One advantage of having support is that we provide a pre-upgrade review for our customers to ensure your success with your upgrade. We understand that your time is important and we want to mitigate any possible failures by sharing our experiences on upgrade process and validating that your upgrade plan looks good. 

Remember that each version and RU patch introduces fixes and enhancements that may benefit you. When upgrading or planning to upgrade it is important to have a similar test environment to ensure you test key functionality for your business before moving to production.