During or after a ServiceDesk installation, issues occur that results in a failed install. You want to know how to repair the environment in order to perform a new clean install.
Important Notes - PLEASE READ AND PERFORM ALL INSTRUCTIONS CAREFULLY. All instructions are required, unless otherwise specified. If any of these steps are skipped, such as not deleting the ProcessManager database, then the install is no longer "clean", meaning the prior installation was not completely removed. If these instructions cannot be fully implemented, the installation may continue to fail until they are able to be completed.
1. On the ServiceDesk server, if you have any customized projects, backup the WorkflowProjects folder, located at <ServiceDesk_installation_drive>:\Program Files\Symantec\Workflow\WorkflowProjects, to a folder outside of the Symantec\Workflow folder, such as to the Windows Desktop.
2. In Windows Add or Remove Programs, uninstall the following: Note: The ServiceDesk install exe can also be run in uninstall mode.
a. Symantec Process Manager. b. Altiris ServiceDesk. c. Symantec Workflow Solution. d. Anything starting with "PM". e. Anything starting with "SD". f. UpgraderPIWSetup 7.1.
3. In Windows, delete the <ServiceDesk_installation_drive>:\Program Files\Symantec\Workflow folder. If there are other drives present, check these too for any \Symantec\Workflow folders. Delete any that are found. Additionally, delete the C:\ProgramData\Symantec\Workflow directory if it is present.
4. In Windows Services, ensure that Symantec Workflow Server service has been removed. If not, manually remove the service. This can be done in several ways such as removing the registry key for it under HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Services, or, from a command prompt by typing SC DELETE <service_name>.
5. Delete the "__Symantec_Workflow_Setup" folder if it exist:
a. Using Explorer, navigate to the C:\Documents and Settings\<logged_in_user>\Local Settings\Temp folder. Where "<logged_in_user>" should be the Installation User Account name, set up in KB HOWTO31346. b. If the __Symantec_Workflow_Setup folder exists, delete it.
6. Reboot the ServiceDesk server.
7. On the SQL Server, open SQL Server Management Studio and login as a SQL administrator.
8. Before continuing, for Steps 9 through 11, these request that the ProcessManager database be deleted. If this is a production database or otherwise the data needs to be kept, these steps may be able to be skipped. However, if the same issue occurs after the database is kept, it is strongly recommended to backup the ProcessManager database, then delete it, as a test, to verify if the issue is caused by database corruption. If so, there may not be very much that can be done other than installing a new database.
9. Delete the ProcessManager database by going to <server_name> > Databases > ProcessManager, right clicking on ProcessManager, and choosing Delete.
10. From the Delete Object window, click on Close existing connections to enable that, and then click on the OK button. Note: Alternatively, you can backup the ProcessManager database before removing it, or skip these steps. For a failed install, especially on a test or new production server, however, it is recommended to completely delete the ProcessManager database to ensure that the next install succeeds.
11. Search the SQL Server using the Start > Search function for "ProcessManager*.*". If any matches are found, evaluate these to determine if they were part of the ProcessManager database. There may be left over .mdf files or logs; if so, delete these.
12. Follow all prerequisites and installation directions from the following installation guide: Note: When pointing to an existing ServiceDesk database use the upgrade path as described in the HowTo.