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Has anyone ever needed to back out a Service Manager Portal upgrade?

David_HicksDavid_Hicks Customer IT Monkey ✭

I'm not anticipating it, but wondering what the procedure might be should the need come up.


  • Adam_DzyackyAdam_Dzyacky Product Owner Contributor Monkey ✭✭✭✭✭
    edited August 2019
    1. Have both installers ready (the current version you have and the one you are going to)
    2. Take a backup of the ServiceManagement DB

    Should something go awry in the portal, stop the IIS site (thus preventing new/existing traffic to the portal). Restore the database, re-run the installers for your original version. In doing so, you'll have rolled back to a previous version of cache builder, stored procedures in the DB, etc. Since the portal sits on top of core SCSM, your data loss is only temporary as Cache Builder gets all of the items back in sync to the DB. So there is a brief period of time where your Analysts may be celebrating/concerned thinking their Work Items are gone.

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