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Upgrade Guide for Multi-Site Deployment

A step-by-step guide for upgrading ServiceOps in a multi-site environment with a central application server and distributed components.

In a multi-site ServiceOps deployment, the main application server is located at a central site, while components like File Servers and Pollers are deployed at remote sites. This architecture is ideal for geographically dispersed organizations, as it helps reduce latency, manage large file attachments efficiently, and discover assets across different networks.

Upgrading a multi-site environment requires a specific order of operations to ensure minimal downtime and a smooth transition. This guide outlines the recommended procedure for upgrading the main application server and all remote components.

Upgrade Order​

To ensure a successful upgrade, it is critical to follow the correct order. The main application server must be upgraded first, followed by the remote components.

  1. Main Application Server: The central server that hosts the core ServiceOps application.
  2. File Servers: Remote servers used for patch and package management.
  3. Pollers: Remote servers used for asset discovery.

Pre-Upgrade Requirements​

System Requirements​

Ensure that all servers (main and remote) meet the system requirements for the new version of ServiceOps.

Pre-Upgrade Checklist​

Before initiating any upgrade, complete these essential steps for each component:

  • Application Backup: Backup the application and filedb folder.
  • Database Backup: Take a complete database backup (only for the main application server).
  • VM Snapshot: Take a snapshot of the virtual machine for recovery.
  • Verify Disk Space: Ensure sufficient space for upgrade files and backups.
  • Review Release Notes: Check for any breaking changes or new requirements.
  • Schedule Maintenance Window: Plan the upgrade during low-usage periods.
Backup Requirements

Backup Requirements: Always perform complete backups before upgrading. Refer to the Backup Procedure for detailed steps.

Step 1: Upgrade the Main Application Server​

Follow the Upgrade Guide for Standalone Deployment to upgrade the main application server at your central site.

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Do not proceed to the next steps until the main application server has been successfully upgraded and verified.

Step 2: Upgrade Remote File Servers​

After the main application server is upgraded, you can proceed with upgrading the remote File Servers. It is mandatory to upgrade all existing file servers to the latest build to ensure continued functionality for patch and package management.

Follow the Upgrade Guide for File Server to upgrade your remote file servers. The recommended method is to use the Bulk Upgrade feature from the ServiceOps portal.

Step 3: Upgrade Remote Pollers​

Once the File Servers are upgraded, the final step is to upgrade the remote Pollers. This is mandatory to ensure that asset discovery continues to function correctly.

Follow the Upgrade Guide for Poller to upgrade your remote pollers. This is a manual process that involves uninstalling the old version and installing the new one on each poller machine.

Post-Upgrade Verification​

After upgrading all components, perform the following verification steps:

  1. Main Application Server:
    • Log in to the ServiceOps portal and verify the application version from Admin > Organization > Account > License Details.
    • Perform sanity checks and verify the functionality.
  2. File Servers:
    • In the ServiceOps portal, navigate to Admin > Patch Management > Patch Settings > File Server.
    • Verify that the Version column for the upgraded servers reflects the new build number.
    • Use the Test Connection feature to ensure ServiceOps can communicate with each File Server.
    • Verify that each remote office is mapped to its correct File Server in the Remote Offices tab.
  3. Pollers:
    • On each poller machine, ensure that the Motadata ServiceOps Poller service is running.
    • In the ServiceOps portal, verify that the pollers are active and discovering assets.

System Health Checks​

  • Service Status: Verify all services are running on all servers.
  • Application Access: Test login and basic functionality.
  • Database Connectivity: Confirm database connections from the main application server.
  • File Operations: Test file upload/download functionality to and from remote File Servers.
  • Agent Communication: Verify agent connectivity and discovery from remote Pollers.

Troubleshooting Upgrade Issues​

If you encounter any issues during the upgrade, refer to the troubleshooting sections in the individual upgrade guides for each component.