Step 5: Develop an upgrade strategy

In standard Service Manager terminology:

  • Customization refers to changes to RAD applications.
  • Tailoring refers to changes made by using Service Manager tailoring tools, such as Forms Designer and Format Control.
  • Configuration refers to local settings (for example, in your environment records and the system information record).

The upgrade process affects different parts of the Service Manager system. Besides upgrading the standard Service Manager applications, an upgrade affects the RDBMS where Service Manager is running and any customized files or RAD applications. For more information, see How does customization affect the upgrade process?.

Tailored systems

A list of tailored files can help you resolve differences quickly between your existing files and new files. You can also use the SQL Compare utility to determine how dbdict files differ.

To list all upgrade files, click Tailoring > Differential Upgrade > Patch Records. Select SM96 in the drop-down list and then press Enter.

RDBMS-mapped systems

Because Service Manager tables (data files) must be mapped to an RDBMS, you must choose one of the following options before beginning the upgrade:

  • Allow the Upgrade Utility to modify your RDBMS tables for you.
  • Use SQL Compare utility to generate dbdict difference report and manually update the RDBMS databases before beginning the upgrade process.

The upgrade can affect certain mappings and tables. Contact your database administrator for assistance and to discuss the impact on the RDBMS.

Localized systems

You can upgrade a localized system with the Upgrade Utility. Before you begin to upgrade a localized system, ensure that you have the correct language pack for the language to which you will be upgrading. For more information and instructions on how to install the language pack, refer to Install language packs. The Upgrade Utility detects the presence of a localized system and runs the upgrade just as it would for an English system. You will have to make any customization and tailoring changes, based on the requirements described in this document for each of your system configurations.

Customized RAD applications and ScriptLibrary records

A list of customized RAD applications and ScriptLibrary records and the extent of the customization is useful. If it is not available, the programmer who made the changes may be able to supply information. Or, you may need to run a comparison between the existing applications or script and the new version.