Stanum-Igalan Trusted Contributor.
Trusted Contributor.
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Expert Day: Is it actually supported the Upgrade from 9.34 (no PDCP) to 9.52 (Hybrid)

Hello Experts,,

In the past moving from SM 9.3X to 9.4X (Hydrid) required first to install the Process Designer Content Pack and then upgrading to SM 9.4X. I see in the documentation that this requirement is no longer in place, but I want to be sure that this is actually possible and that I will have an SM 9.52 in Hybrid mode (not 9.52 Classic), with Process Designer available to be used.

Also what will happen with the current Change Categories that I have? Are they automatically migrated to PD? What happens to customizations done in the related Change processess, for instance to automatically move forward a change when some conditions happen?

Thanks

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PLP Super Contributor.
Super Contributor.

Re: Expert Day: Is it actually supported the Upgrade from 9.34 (no PDCP) to 9.52 (Hybrid)

Hello

HPE Service Manager Hybrid is a mode of Service Manager in which Process Designer technology is fully implemented, yet that allows you to continue using legacy technology such as Format Control. Service Manager Hybrid eases the transition between Service Manager Classic and Service Manager Codeless by enabling you to continue to take advantage of your previous investments in legacy technology. This mode is available to customers who are upgrading from the following scenarios:
A Service Manager 9.3x system without PDCP installed
A Service Manager 9.3x system that has Process Designer Content Pack 9.30.2 (PDCP3) applied
A Service Manager 9.4x system (Classic mode or Hybrid mode)
A Service Manager 9.5x system (Hybrid mode)
Summary of changes when you migrate to Hybrid mode

The technology that underlies each business module in the Hybrid and Codeless modes of Service Manager is the same. However, the automated migration performed by the Applications Upgrade Utility migrates some Classic functionality and business logic to Process Designer (for example, the tool automatically generates Process Designer workflows that continue to use processes, format controls, and Classic states).

Service Desk

The Applications Upgrade Utility makes the following changes to the Service Desk module:

    Workflows: In addition to creating an out-of-box Process Designer Service Desk workflow, the Applications Upgrade Utility creates a migrated workflow (called "Migrated ServiceDesk") that is based on your Classic process configuration.
    Security: The Service Desk module profiles are migrated to Process Designer security roles and security rights.
    Object: The Classic Service Desk object (incident file) is migrated to the Process Designer-based object.
    Category records: Records in the Classic category, subcategory, and producttype tables are migrated to the Process Designer-based sdCategory, sdSubcategory, and sdArea tables, respectively.

Incident Management

The Applications Upgrade Utility makes the following changes to the Incident Management module:

    Workflows: In addition to creating an out-of-box Process Designer Incident workflow, the Applications Upgrade Utility creates a migrated workflow (called "Migrated Incident") that is based on your Classic process configuration.
    Security: The Incident Management module profiles are migrated to Process Designer security roles and security rights.
    Object: The Classic Incident Management object (probsummary file) is migrated to the Process Designer-based object.
    Category records: Records in the Classic category, subcategory, and producttype tables are migrated to the Process Designer-based imCategory, imSubcategory, and imArea tables, respectively.
    Alerts: Classic category-based alerts are migrated to the workflow phases.
    Solution matching: Classic solution matching is migrated to Process Designer-based solution matching (which is configured in Process Designer security roles).

Problem Management

Because of structural differences between the Classic and Process Designer-based Problem Management modules, Problem Management must be fully re-implemented on Process Designer. As such, the Applications Upgrade Utility makes the following changes to the Problem Management module:

    Workflows: Classic Problem Management processes are not migrated to Process Designer workflows. Instead, an out-of-box Process Designer Problem workflow is created.
    Security: The Problem Management module profiles are migrated to Process Designer security roles and security rights.
    Object: The Classic Problem Management object is not migrated to a Process Designer-based object. Instead, an out-of-box Process Designer Problem object is created.
    Category records: Records in the Classic category, subcategory, and producttype tables are migrated to the Process Designer-based pbmCategory, pbmSubcategory, and pbmArea tables, respectively.

Change Management

If you are upgrading to Service Manager Hybrid from a system that has PDCP3 applied, the Change Management module was already fully reimplemented on Process Designer when the content pack was applied. Therefore, there is no change to the Change Management module when you upgrade to Service Manager Hybrid.

If you are upgrading to Service Manager Hybrid from a system that does not have PDCP3 applied, the Applications Upgrade Utility makes the following changes to the Change Management module:

    Workflows: In addition to creating out-of-box Process Designer Change workflows, the Applications Upgrade Utility creates a migrated workflow for each of the existing Classic Change categories, based on your Classic process configuration.
    Security: The Change Management module profiles are migrated to Process Designer security roles and security rights.
    Objects: The Classic Change Management objects (change files) are migrated to Process Designer-based objects.

LPP

Global Support Delivery Software Support Expert

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Stanum-Igalan Trusted Contributor.
Trusted Contributor.

Re: Expert Day: Is it actually supported the Upgrade from 9.34 (no PDCP) to 9.52 (Hybrid)

Thanks,  I guess that this means that yes, I will have SM 9.52 in Hybrid mode after the upgrade even when PDCP 3 has not been previously installed.

This also clarifies some of my concerns particularly to what happens with legacy workflows.

It still does not address what happens with customizations done in processes. If someone can comment on that it will be very helpful.

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JD_Jinesta Outstanding Contributor.
Outstanding Contributor.

Re: Expert Day: Is it actually supported the Upgrade from 9.34 (no PDCP) to 9.52 (Hybrid)

Hi Stanum-Igalan,

Since Process Designer will activate and create new workflow based on the existent category and its phases, SM should still respect any customization added the to processes however it's possible that process designer now calls other processes and the customizations needs to be move to the new processes. Still we recommend to use ruleset and create new processes to calls those customizations so they will not affect fixes or process logic improvements and also during conflict resolution for upgrades those records will not be reported to be reconciliated.

Hope this helps!

 

Regards,

SM Support Engineer

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