Moving a NetSupport ServiceDesk installation to new hardware

This document describes the recommended procedure for moving a NetSupport ServiceDesk (previously DNA Helpdesk) installation from one machine to another. This may be necessary when hardware is replaced, or the NetSupport ServiceDesk system outgrows the hardware on which it is currently installed.

There are two methods for moving the NetSupport ServiceDesk installation. One for systems where the SQL database for the ServiceDesk Server is on the ServiceDesk Server machine and another for situations where the SQL database for NetSupport ServiceDesk is hosted on a different server.

Moving the NetSupport ServiceDesk Server when it and the SQL database are on the same machine
Before proceeding with the installation, we recommend you access the server directly. You can do this using NetSupport Manager/School (or a third-party remote control program), via a virtual machine Console (if using VMWare or Hyper-V), or physically on the server itself.

If your only method of accessing the server is via Remote Desktop (RDP), ensure you start a Console RDP session by running the following command:

mstsc /V:ServerNameorIPAddress /Admin

Preparing the new server
Before you install NetSupport ServiceDesk, we recommend you prepare the new server by performing the following:

1. Fully patch the server – keep running the Windows Update until the server shows no updates available.
2. Install SQL Server – download and install the SQL software (this can be SQL Server Express or full SQL Server), along with the SQL Server Management Studio. The SQL Server will need to be configured to use the Mixed Authentication Mode – SQL Server and Windows authentication option. For information on how to configure the SQL Server for NetSupport ServiceDesk, click here.

Note: Do not manually add the Web Server (IIS) Role to the server. The ServiceDesk Setup.exe file will add the Role and configure it for use with ServiceDesk during the installation process.

Moving NetSupport ServiceDesk to the new server

1. Stop the three NetSupport ServiceDesk services on the existing NetSupport ServiceDesk Server. If you want to prevent any users from accessing the existing website, you can also stop the IIS service, providing no other websites are being hosted on the IIS server.
2. Run the NetSupport ServiceDesk Setup.exe installer file from the desktop of the new server.
3. If the Setup wizard does not start automatically after installation, you can run it from Start | Programs | NetSupport Service Desk | Service Desk Setup Wizard.
4. Enter the SQL Server machine/instance name and sa user name details to create a new blank ServiceDesk database on the new SQL Server.
5. When the Setup wizard has successfully completed, confirm that you can log into the new ServiceDesk database using the default Admin user name with dna as the password.
6. On the old SQL Server, take a full verified SQL backup of the ServiceDesk database. For instructions on how to backup the ServiceDesk database, click here.
7. On the new SQL Server, use the SQL Studio Management Tools to restore the database backup over the blank ServiceDesk database.
8. On the old server, copy the following folders and replace these onto the new server:

Data folder: C:\Program Files (x86)\NetSupport\NetSupport Service Desk\Data Unprocessed folder: C:\Program Files (x86)\NetSupport\NetSupport Service Desk\MailBox\Unprocessed

If you have added your own logo on your old server, you will need to copy the images folder:

C:\Program Files (x86)\NetSupport\NetSupport Service Desk\Document Root\images

Note: If you are moving from a 32bit to a 64bit OS, you will also need to edit the folder path in the “Admin | DB Options” and “Admin | Email | Settings | Incoming Email” pages to include the C:\Program Files (x86) value.

9. Log into the NetSupport ServiceDesk system and confirm that all of the existing items and users are seen.
10. Run services.msc and check the three NetSupport ServiceDesk services are running.
11. If your current NetSupport ServiceDesk users and operators access the system using a name rather than an IP address, you will need to update your name resolution to point the DNS name of ServiceDesk to the new hardware’s IP address. If you currently use an IP address to access the system, you will either need to ensure the new hardware has the same IP address or communicate the new address to users and operators.

Moving the NetSupport ServiceDesk Server when it and the SQL database are on different machines
Before proceeding with the installation, we recommend you access the server directly. You can do this using NetSupport Manager/School (or a third-party remote control program), via a virtual machine Console (if using VMWare or Hyper-V), or physically on the server itself.

If your only method of accessing the server is via Remote Desktop (RDP), ensure that you start a Console RDP session by running the following command:

mstsc /V:ServerNameorIPAddress /Admin

Preparing the new server
Before you install NetSupport ServiceDesk, we recommend you prepare the new server by performing the following:

1. Fully patch the server – keep running the Windows Update until the server shows no updates available.

Note: Do not manually add the Web Server (IIS) Role to the server. The ServiceDesk Setup.exe file will add the Role and configure it for use with ServiceDesk during the installation process.

Moving NetSupport ServiceDesk to the new server

1. Stop the three NetSupport ServiceDesk services on the existing NetSupport ServiceDesk server. If you want to prevent any users from accessing the existing website, you can also stop the IIS service, providing no other websites are being hosted on the IIS server.
2. Take a full verified SQL backup of the NetSupport ServiceDesk database. For instructions on how to backup the ServiceDesk database, click here.
3. Run the NetSupport ServiceDesk Setup.exe installer file from the desktop of the new server.
4. Close the NetSupport ServiceDesk Setup wizard if it opens at the end of the installation.
5. Click the desktop shortcut for NetSupport ServiceDesk and a page will be displayed showing:

Connect to Existing Database or Create New Database

6. Select Connect to Existing Database and enter the SQL Server details along with the SQL sa user name and password for your SQL Server.
7. On the old server, copy the following folders and replace these onto the new server:

Data folder: C:\Program Files (x86)\NetSupport\NetSupport Service Desk\Data Unprocessed folder: C:\Program Files (x86)\NetSupport\NetSupport Service Desk\MailBox\Unprocessed

If you have added your own logo on your old server, you will need to copy the images folder:

C:\Program Files (x86)\NetSupport\NetSupport Service Desk\Document Root\images

Note: If you are moving from a 32bit to a 64bit OS, you will also need to edit the folder path in the “Admin | DB Options” and “Admin | Email | Settings | Incoming Email” pages to include the C:\Program Files (x86) value.

8. Log into the NetSupport ServiceDesk system and confirm that all of the existing items and users are seen.
9. Run services.msc and check the three NetSupport ServiceDesk services are running.
10. If your current NetSupport ServiceDesk users and operators access the system using a name rather than an IP address, you will need to update your name resolution to point the DNS name of ServiceDesk to the new hardware’s IP address. If you currently use an IP address to access the system, you will either need to ensure the new hardware has the same IP address or communicate the new address to users and operators.