Part 2: Upgrade Steps for SCSM 2016

The previous blog post went through the process to get ready for the upgrade and this blog will go through the steps for the upgrade.

The other blogs in this series are:

 

Step 1: Read the Release Notes and Research Upgrade Issues

You are already at this point as you have come to this blog. But look around for other blogs and check out the forums to see if others have had issues with the upgrade.

At the time of release there were a few known issues, of which some have been fixed in later Update Rollups. Check the UR release notes to see what has been fixed,.

Known Issues at Release

  • SQL Server 2014 Cardinality Estimation might affect the performance of Service Manager 2016
  • Microsoft Visual C++ 2012 Redistributable is a pre-requisite for installing Service Manager 2016 Authoring Tool
  • Create Exchange Connector wizard might crash
  • Browsing domain in AD connector wizard raises error
  • Creating a new Software type configuration item throws the error – “The form could not be submitted for the following reasons: Property Is Virtual Application must be set”
  • Manual steps to configure remote SQL Server 2014 Reporting Services
  • Service Manager Console installed on a VMM Server causes VMM connector failure
  • Data Warehouse Setup Might Fail if the Database or Log Path Includes a Single Quotation Mark Character
  • Setup Might Fail if the Service Manager Authoring Tool Has Been Installed
  • Setup Does Not Install the Report Viewer Language Pack
  • Service Manager Setup Fails if a SQL Server Instance Contains a $ Character
  • Orchestrator Connector Account Password Cannot Contain $ Characters
  • Information Linked from Setup Might Not Display Localized Content
  • Errors Might Occur When You Modify or Delete Service Request Template Items
  • Configuring the Reporting Server Might Take a Long Time
  • Double-Byte Characters Are Sent Incorrectly to Search Provider
  • Sorting Knowledge Articles by Date Does Not Work
  • Do not change Active Directory group expansion selection after upgrade until the connector has run at least one time

 

Update Rollup 2 fixed the following:

Note there was no Update Rollup 1 for Service Manger 2016

  • System Center Configuration Manager 1702 is now supported in this Service Manager update for Configuration Manager Connectors.
  • You as an administrator create a new Exchange Connector through the System Center 2016 Service Manager console. When you click the Test Connection button in the Server Connection pane of the Create Exchange Connector wizard, you receive an exception.
  • Requests that are created through the Self-Service Portal always have the Source field of the work item set as Portal and the Status field set as New. These values are not overwritten when a template or Request Offering input mapping is applied.
  • In the Self-Service Portal, the Request Offering forms display validation errors in English, even when a non-English language is selected.
  • The Self-Service Portal does not display the full name of users (such as the reviewers list for Review Activity and implementer for Manual Activity) but instead only displays the domain\user-name information for the user.
  • The My Requests and the My Activities pages do not load in the Self-Service Portal if the object associated to a work item class has duplicate properties that have the same name because of class inheritance.

 

Update Rollup 3 fixed the following:

  • System Center 2016 Service Manager now supports Microsoft SQL Server 2016 Service Pack 1.
  • Extending a class and adding a new property that has a default value causes Active Directory (AD) and System Center Configuration Manager (SCCM) connectors to create incorrect relationships for the extended class objects. This update fixes this problem for subsequent connector syncs, but the already existing incorrect relationships require manual update.
  • The file name extension of an attachment uploaded from the Self Service Portal changes when viewed from the Service Manager console.
  • Submitting a Request Offering fails in the Self Service Portal if the description form element contains “<” or “>” characters.
  • Self Service Portal fails to honor the attachment file size restriction specified in the Service Manager console settings.
  • The Request Offering page in Self Service Portal fails to load if that Request Offering contains a list form element with ServiceRequestSupportGroupEnum enumeration list.
  • System Center Configuration Manager 1706 is now supported for Configuration Manager Connectors in Service Manager

Step 2: Confirm Compatibility and Prerequisites

  • All SCSM servers need to be Windows 2012 R2 or higher.
  • Upgrade or move to SQL 2012 SP2
  • Moving the Service Manager Database
  • Moving Data Warehouse Databases
  • Confirm third party vendor support for SCSM 2016
  • Confirm any custom development code, workflows or management packs is compatible with SCSM 2016
  • Compatibility Notes
  • Confirm the hardware requirements Minimum Hardware Recommendations for System Center 2016.
  • Confirm the Software requirements: System Requirements for System Center 2016

Third Party Tools

  • Check with the vendor for the SCSM 2016 version. Most will need to be upgraded at the end of the SCSM Server Install process.

Custom Development

  • Any custom development involving code will need to be recompiled to use .Net 4.5.1. This is needs to be fully tested prior to the upgrade.
  • Any classes extensions and form redesign should be compatible with SCSM 2016, but test before hand.

 

 

Step 3: Backup Servers, SQL Databases and All Management Packs

Always have a current backup before you start an upgrade. Double check that the backups were successful and that they contained all the required data.

  • Backup each SCSM server. Make sure you have a backup of the encryption key created during the original install.
  • Backup both the Operational and Data Warehouse SQL Databases
  • Backup any unsealed Management Packs in Service Manager. These store a lot of the configuration details eg lists, templates views etc.
  • Backup all Sealed Management Packs (you should be fine without these, but just in case)
  • Backup any third party vendor Management Packs (unsealed and sealed) and any other related dll’s etc.
  • Backup any custom in-house code, management packs, workflows etc that you have created.

See “Prepare for Service Manager disaster recovery”  https://docs.microsoft.com/en-us/system-center/scsm/prepare-disaster-recovery for steps on backing up servers, management packs, encryption keys and databases.

It is also a good base document to upgrade your disaster recovery plans for SCSM 2016.

SCSM 2012 Disaster Recovery documentation can be found here: Disaster Recovery Guide for System Center 2012 – Service Manager  https://technet.microsoft.com/en-us/library/hh495602%28v=sc.12%29.aspx?f=255&MSPPError=-2147217396

 

Step 4: Upgrade the Data Warehouse Server

You cannot start an upgrade to System Center 2016 – Service Manager if any data warehouse jobs or workflows are running.

  • Disable the data warehouse jobs that are running.
    • Import the Data Warehouse PowerShell command lets
      cd 'C:\Program Files\Microsoft System Center 2012 R2\Service Manager' Import-Module .\Microsoft.EnterpriseManagement.Warehouse.Cmdlets.psd1

 

    • Disable the jobs
      cd (Get-ItemProperty -path 'HKLM:\SOFTWARE\Microsoft\Microsoft Operations Manager\3.0\Setup\').InstallDirectory
      Import-Module .\Microsoft.EnterpriseManagement.Warehouse.Cmdlets.psd1
      
    • Confirm in the console that the Status column for each of the Data Warehouse job is disabled.
    • Prevent MPSync jobs from failing. Run this SQL script on the DWRepository database to get the SQL scripts that drop and add a constraints on the primary key in fact tables.
      ;WITH FactName
      AS (
             select w.WarehouseEntityName from etl.WarehouseEntity w
             join etl.WarehouseEntityType t on w.WarehouseEntityTypeId = t.WarehouseEntityTypeId
             where t.WarehouseEntityTypeName = 'Fact'
      ),FactList
      AS (
          SELECT  PartitionName, p.WarehouseEntityName,
                  RANK() OVER ( PARTITION BY p.WarehouseEntityName ORDER BY PartitionName ASC ) AS RK
          FROM    etl.TablePartition p
             join FactName f on p.WarehouseEntityName = f.WarehouseEntityName
      )
      , FactPKList
      AS (
          SELECT  f.WarehouseEntityName, a.TABLE_NAME, a.COLUMN_NAME, b.CONSTRAINT_NAME, f.RK,
                  CASE WHEN b.CONSTRAINT_NAME = 'PK_' + f.WarehouseEntityName THEN 1 ELSE 0 END AS DefaultConstraints
          FROM    FactList f
          JOIN    INFORMATION_SCHEMA.KEY_COLUMN_USAGE a ON f.PartitionName = a.TABLE_NAME
          JOIN    INFORMATION_SCHEMA.TABLE_CONSTRAINTS b ON a.CONSTRAINT_NAME = b.CONSTRAINT_NAME AND b.CONSTRAINT_TYPE = 'Primary key'
      )
      , FactWithoutDefaultConstraints
      AS (
          SELECT  a.*
          FROM    FactPKList a
          LEFT JOIN FactPKList b ON b.WarehouseEntityName = a.WarehouseEntityName AND b.DefaultConstraints = 1
          WHERE   b.WarehouseEntityName IS NULL AND a.RK = 1
      )
      , FactPKListStr
      AS (
          SELECT  DISTINCT f1.WarehouseEntityName, f1.TABLE_NAME, f1.CONSTRAINT_NAME, F.COLUMN_NAME AS PKList
          FROM    FactWithoutDefaultConstraints f1
          CROSS APPLY (
                          SELECT  '[' + COLUMN_NAME + '],'
                          FROM    FactWithoutDefaultConstraints f2
                          WHERE   f2.TABLE_NAME = f1.TABLE_NAME
                          ORDER BY COLUMN_NAME
                      FOR
                         XML PATH('')
                      ) AS F (COLUMN_NAME)
      )
      SELECT  'ALTER TABLE [dbo].[' + f.TABLE_NAME + '] DROP CONSTRAINT [' + f.CONSTRAINT_NAME + ']' + CHAR(13) + CHAR(10) +
              'ALTER TABLE [dbo].[' + f.TABLE_NAME + '] ADD CONSTRAINT [PK_' + f.WarehouseEntityName + '] PRIMARY KEY NONCLUSTERED (' + SUBSTRING(f.PKList, 1, LEN(f.PKList) -1) + ')' + CHAR(13) + CHAR(10)
      FROM    FactPKListStr f
      

 

  • Install the Data Warehouse server prerequisites: Software Requirements for System Center 2016 – Service Manager
    • NET Data Services Update for .NET Framework 3.5 SP1 for Windows Server
    • SQL Server Native client
    • Microsoft Report Viewer Redistributable, which is available with the Service Manager media.
    • SQL Server Reporting Services (SSRS)
    • The SQL Server and Analysis Services collation settings must be the same for the computers hosting the Service Manager database, data warehouse database, analysis services database, and Reporting Services database
    • SQL Server Analysis Management Objects
  • Upgrade of the data warehouse management server. This should be a matter of excepting the prompts from the install wizard, see Part 3 for example screen shots.
  • After completing the install, wait 10 mins before upgrading the SCSM management servers.
  • Upgrade to the latest UR release
  • Do not restart the DW jobs until all the SCSM management servers have been upgraded and patched.

 

Step 5: Upgrade the Workflow SCSM Management server

The workflow server is usually the first SCSM Management Server that was install. Start with this server and then move on to the other management servers.

  • Stop the Self-Service Portal, if it is installed, and then wait 10 minutes to let any running workflows finish before you start the upgrade of the workflow and management servers.
  • Install the Management Server Prerequisites
    • NET Data Services Update for .NET Framework 3.5 SP1 for Windows Server
    • SQL Server Native client
    • Microsoft Report Viewer Redistributable, which is available with the Service Manager media.
    • SQL Server Reporting Services (SSRS)
    • The SQL Server and Analysis Services collation settings must be the same for the computers hosting the Service Manager database, data warehouse database, analysis services database, and Reporting Services database.
    • SQL Server Analysis Management Objects.
  • Install all the workflow management servers
  • Upgrade to the latest UR release
  • Optional: Clear Console Cache before opening for the first time – clear any old 2012 files and data:
    • Delete the contents of the folder C:\users\<YourName>\AppData\Local\Microsoft\System Center 2010
    • Delete the registry key:
      HKEY_CURRENT_USER\Software\Microsoft\System Center\ 2010\Console

 

Step 6: Upgrade the SCSM Management servers

In some cases you may decide to install new secondary SCSM Management Servers rather than upgrading the existing ones – eg when you want to upgrade the OS on the servers. In either case the process is essentially the same as the SCSM Workflow server:

  • Install the Management Server Prerequisites
    • NET Data Services Update for .NET Framework 3.5 SP1 for Windows Server
    • SQL Server Native client
    • Microsoft Report Viewer Redistributable, which is available with the Service Manager media.
    • SQL Server Reporting Services (SSRS)
    • The SQL Server and Analysis Services collation settings must be the same for the computers hosting the Service Manager database, data warehouse database, analysis services database, and Reporting Services database.
    • SQL Server Analysis Management Objects.
  • Install all the workflow management servers
  • Upgrade to the latest UR release
  • Optional: Clear Console Cache before opening for the first time – clear any old 2012 files and data:
    • Delete the contents of the folder C:\users\<YourName>\AppData\Local\Microsoft\System Center 2010
    • Delete the registry key:
      HKEY_CURRENT_USER\Software\Microsoft\System Center\ 2010\Console

 

Step 7: Upgrade the SCSM Portal servers

Usually I recommend having the SCSM Portal located on a server that is also a secondary SCSM Management Server, in which case the Portal will be upgraded along with the Management Server (as long as the Portal prerequisites were also met)

  • Refer to this document Upgrade configurations for the Service Manager Self-Service portal for more details https://docs.microsoft.com/en-us/system-center/scsm/upgrade-configs-portal
  • Install the Portal Server Prerequisites
    • Windows 2012 R2 server or Windows Server 2016
    • Join the server machine to the same domain where the Service Manager SDK Service is running. Ideally, on the primary or secondary server.
    • Enable the IIS role and ASP.NET 4.5
    • SQL Server Analysis Management Objects

 

Step 8: Upgrade third party tools or custom solutions

  • Refer to vendor instructions on upgrading.
  • Redevelop any custom code for SCSM 2016
  • Import the new Management Packs into Service Manager

 

Step 9:  Restart the data warehouse jobs

 

Step 10: Upgrade the Client Consoles

  • Remove the SCSM 2012 console from analyst computers
  • Deploy the SCSM 2016 console to analyst computers
  • Install latest UR release on analyst computers

 

 

This blog post is the second in a series of posts on upgrading to SCSM 2016:

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3 thoughts on “Part 2: Upgrade Steps for SCSM 2016

  1. Pingback: Part 1: Upgrading to Service Manager 2016 – Getting Ready | SCSMtools

  2. Pingback: Part 3: Screen Shots of the Microsoft System Center Service Manager 2016 Install | SCSMtools

  3. Pingback: Part 4: Service Manager 2016 Install/Upgrade Troubleshooting and Error Messages | SCSMtools

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