Upgrading Service Knowledge and Diagnostics

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Introduction

This document covers the steps involved with upgrading an Service Knowledge and Diagnostics (SKD) installation to the latest release.  PTC can only provide the general process for upgrading SKD.  The customer upgrade team must add the details of the deployment specific configurations and customizations.  This guide is a starting point for creating the site specific upgrade instructions.

The official PTC documentation should always be checked for release specific instructions before starting an upgrade.  The latest documentation guides can be found at ptc.com: https://support.ptc.com/appserver/cs/doc/refdoc.jsp

Upgrade Instructions

Existing installations of PTC Servigistics Knowledge and Diagnostics can be upgraded to a new release.

Use these instructions to upgrade your installation of PTC Servigistics Knowledge and Diagnostics:

1. Do the following to back up the existing installation.

     a. Use Servigistics KM Studio to back up the repository using the tool backup system.

     b. Create a database .dmp back up file by using your database software or the export bat file if using MySQL.

     c. Stop the Tomcat services for PTC SKD.

2. Uninstall the Advisor Service by calling <INSTALL_DIR>\bin\uninstall.bat as an Administrator.

3. Rename the existing PTC SKD folders to back up the configuration

4. Download the new release of PTC SKD. 

5. Unzip the download of the new release into the install directory on the server. 

If the SKM version being installed requires a newer version of the database, web components or browser, this is the point in the upgrade to perform those updates.  Refer to the installation documentation for those products for complete details.  For SKD, you must also perform the following steps:

• Merge the old tomcat\conf\server.xml with the new tomcat\conf\server-template.xml into the destination.
• Merge the old \conf directory with the new \conf directory.
• Merge the old \bin\kaidara.bat file with the \bin\kaidara.bat file.
• For each web application, merge the old web.xml with the new web.xml, the default timeout might have been updated.

6. Copy the JDBC driver from the backup directory in tomcat\lib to in the install directory in tomcat\lib.

7. Copy these folders from the backup directory to the installation loadpoint:

Copy From Directory	To Directory	Instructions
<BACKUP>\Tomcat\webapps\ROOT\UserFiles	<INSTALL>\Tomcat\webapps\ROOT\UserFiles	Replace all files.
<BACKUP>\data	< INSTALL>\data	Replace all files.

8. Do the following to clean the cache and re-install the production installation:

     a. Run this batch file:

<INSTALL_DIR>\bin\clean_cache.bat

     b. Run this batch file as administrator:

<INSTALL_DIR>\bin\install-x64.bat

     c. Start Tomcat (only Tomcat for Servigistics KM Studio, if modules are on different services).

9. Log in to Servigistics KM Studio to resolve any errors.

     a. Do the following if Servigistics KM Studio has detected errors:

          i. Click the Fix Errors button.

          ii. Click the Continue button in the warning message box that appears.

Note: It may take several minutes to complete the process. While the progress bar is shown, please do not close the browser.

For more explanation about the cause and resolution of errors refer to solution #K32982854.

     b. Log out of Servigistics KM Studio.

     c. Restart the Tomcat service.

10. Do the following to migrate the maps of the published versions:

     a. Log in to Servigistics KM Studio.

     b. Create a new version (tag) based on the current map.

     c. Stage and publish the new tag.

     d. Log out of Servigistics KM Studio.

11. Perform a full validation of the application before putting it into production.  Customers who have made customized changes to the PTC Servigistics Knowledge and Diagnostics system may have to perform additional steps to complete the upgrade process.

SKM 4.x Upgrade Instructions

Due to the new interface in SKD 5.x, any UI customizations and workflows will need to be re-implemented.

For upgrades from older releases of SKM, like 4.x, the follow points should be considered:

• Migrate the customization: if there are UI customizations, they might need to be rewritten because the UI libraries are not the same. Proper evaluation should be done before the upgrade.
• Merge the configuration files: review configuration files (in conf directory and web.xml files) for changes and merge carefully.
• Upgrade the web applications.
• Migrate the projects using the KM Studio migration.
• Enable, Disable or Configure the new features.

Upgrade Work Instructions

The upgrade team should create a Work Instruction document for the upgrade project.  An SKD upgrade Work Instructions document provides detailed steps (or work instructions) for the upgrade.  It is not intended to describe the theory or other material that is available in supporting documentation.  The iterative nature of an upgrade project requires consistency between upgrade rehearsals.  The procedure documented in the Work Instruction will help drive a consistent outcome, from rehearsal to production.  If procedural changes are needed, to refine or improve the procedure, they should be captured in this document for future reference.  It is the responsibility of the customer or services team to create and maintain the Work Instructions document and follow it during the upgrade project.

Upgrade Checklist

Plan for Your Upgrade

• Create a team that possesses the required set of skills. 
• Obtain any hardware necessary to run rehearsal and production upgrades.
• Download and review the most recent version of the upgrade documentation.
• Review any Technical Support articles.
• Create a detailed upgrade project plan.
• Rehearse the upgrade and perform verification testing.
• Create a Work Instructions document capturing all the detailed upgrade steps.
• Schedule an optimal time for the upgrade.