Steven Riley, Technical Field Enablement Workflow Solution

Symantec Technical White Paper Version 1.0 Released

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A Process for Backup and

Restore of Workflow Projects

and ServiceDesk

Workflow 7.1 and ServiceDesk 7.1: Backup and Restore Steven Riley, Technical Field Enablement Workflow Solution and ServiceDesk

Table of Contents

Introduction ........................................................................................................................................................................... 3

What to Back Up? ............................................................................................................................................................. 4

Before a Backup Starts .................................................................................................. 4 Process Manager Database ................................................................................... 4 SymQ Messaging Bus ............................................................................................... 5 Symantec Workflow ................................................................................................... 5 Internet Information Services 7.5 ......................................................................... 6

Steps for a Successful Backup ................................................................................ 10 When to Restore?.......................................................................................................................................................... 13

Database Failure ........................................................................................................... 13 ServiceDesk IIS or Workflow Failure ..................................................................... 16

Additional Reading and References ......................................................................................................... 21

White Paper: Workflow and ServiceDesk - Backup and Restore

A Process for Backup and Restore of

Workflow Projects and ServiceDesk

Workflow 7.1 and ServiceDesk 7.1: Backup and Restore

White Paper: Workflow and ServiceDesk: Backup and Restore

Introduction This paper presents the details about which pieces of a workflow or ServiceDesk are important to back up

to ensure a successful restore. It is important to understand that a number of architectural components of

a workflow cannot be backed up while the system is in use. This limitation is due to the nature of the

product. This means that ServiceDesk, which is built on the Symantec Workflow product, cannot simply be

backed up and restored with 100% of the data correctly in place. The details regarding these limitations

are explained in the appropriate sections of this document.

For the purposes of this document, the following infrastructure diagram provides the context on which

backup and restore methods are based.

DIAGRAM 1: INFRASTRUCTURE DIAGRAM

This paper focuses primarily on ServiceDesk, Symantec Workflow, IIS7.5, and the Process Manager

database.

Note: This paper does not discuss or account for failure of Symantec Management Platform. It also does not offer details about specialized configurations or customizations of ServicDesk. The paper does address basic concepts about backing up Symantec Workflow.


What to Back Up?

The following sections present the areas of the server that you must consider when performing a backup.

These sections provide the information to minimize data loss within ServiceDesk or any workflow projects.

Before a Backup Starts The environment of Symantec Workflow and ServiceDesk, as stated earlier in this document, includes

several architectural components and subcomponents that you must consider when performing a backup,

as follows:

• ProcessManager. The process manager database is used by ServiceDesk and Symantec Workflow

projects.

• SymQ. This sub-component of Symantec Workflow provides a messaging bus architecture that is

leveraged by all Symantec Workflow projects (in one way or another). ServiceDesk also uses this

message bus.

• Symantec Workflow Server. This windows service is the core engine of Symantec Workflow;

therefore, it is also used by ServiceDesk.

• IIS 7.5. Each workflow project, when published, creates a virtual folder on the IIS Server;

therefore, each running workflow is served by the Microsoft World Wide Web services (w3wp)

process of IIS.

The following sections go into a little more detail around the specifics to consider before you back up the

database server and the Workflow or ServiceDesk server. It also provides some suggested methods for

minimizing data loss during the backup process.

Process Manager Database Microsoft SQL can use the following recovery models when performing a backup:

• Simple

• Full

• Bulk-logged

For performance reasons Symantec recommends that customers of Altiris products use a simple recovery

model.

The simple model is defined as follows:

Model Description Work loss exposure Recover to point in

time?

Simple No log backups

Changes since the most recent backup are

unprotected. In the event of a disaster, those

changes must be redone.

Can recover only to the

end of a backup.


The simple recovery model minimizes administrative overhead for the transaction log because the

transaction log is not backed up. However, the simple recovery model does create a work-loss exposure

risk if the database is damaged. For this reason the database should be located on a RAID 10 drive or

similarly configured drives to minimize exposure. Data is recoverable only to the most recent backup of

the lost data; therefore, a short backup interval should be put in place to prevent loss of significant

amounts of data.

Symantec recommends that you consider using Symantec NetBackup or Symantec Backup Exec,

depending on the specific needs of the environment.

Note: Just because a database backup has occurred, do not assume that all data has been collected to restore the Symantec Workflow project or ServiceDesk to its original state.

SymQ Messaging Bus The messaging bus within Symantec Workflow provides a robust mechanism for orchestrating data and

shuttling it through your environment A bus can point to files, memory, a database located on another

sever, or even to a NULL (empty) pointer.

The bus acts like a highway for data, and like any highway, there is a high probability of some traffic when

data travels between point A (the entry point) and point B (the exit point) at any given time.

In addition, you can modify this bus into numerous different configurations, so it is important to capture

the core configuration data of the message bus every time you perform a backup.

To capture the configuration details of SymQ for Symantec Workflow, always back up the following

directory:

• C:\Program Files\Symantec\Workflow\Data

Note: To minimize the amount of data that could be lost, ensure that you shut down the Web services and Symantec Workflow Server service before you perform this task. See the following sections for details.

Symantec Workflow The Symantec Workflow Service provides the core functionality to the Workflow engine. It ensures that

tasks are shuttled along within any particular workflow, such as writing task information in the database

and escalating events when a user does not respond in a timely manner. Because of the heavy processing

load that this service performs, you should shut it down so that it does not attempt to perform any specific

processing while the database or workflow messaging environment is being backed up.


Because the process flows rely on this service, when you shut it down some data will be left in SymQ. This

data may be lost during a restore because there is no way to ensure that it is flushed to the database;

however, only an insignificant amount of data should be lost.

Note: By shutting down the service, the amount of data loss that can occur is minimized as this prevents data being placed into the SymQ or being processed within the workflows themselves.

To verify that you have shut down the service, check Symantec Workflow Explorer. When you run Symantec Workflow Explorer, you see the following processes under the Current Running Processes menu selection:

When you shut down the Symantec Workflow Server service, the running processes completely disappear, indicating that no processing is occurring:

Internet Information Services 7.5 The core pieces of IIS that need to be considered are primarily the metadata that can be backed up using

the appcmd command, which is located in the following directory:

• C:\Windows\System32\inetsrv

To perform a backup run the following command from the C:\Windows\System32\inetsrv directory:

• %systemroot%\system32\inetsrv\APPCMD add backup The output will look like the following:

• BACKUP object "20110901T000430" added This will be located in the following directory:


• C:\Windows\System32\inetsrv\backup\20110901T000430 To list all backups run the following command:

• %systemroot%\system32\inetsrv\APPCMD list backups

To restore a backup run the following command:

• %systemroot%\system32\inetsrv\APPCMD restore backup "20110901T000430"

The following files are found in the directory located under %systemroot%\system32\inetsrv and are backed up by the APPCMD command:

• administration.config • applicationHost.config • MBSchema.xml • MetaBase.xml • redirection.config

Note: The Application Host Helper Service by default in IIS 7.5 performs backups of the Schema and Metabase. These backups are located in the History folder under the inetsrv directory. You can also run the �appcmd list backups� command to see all the backups.

Symantec recommends that you stop the “Default Web Site” to ensure that all user interaction on the site is completely inactive while the environment is backed up. Following is the list of the Virtual Web sites that must exist, if you are restoring a database. Ensure that all these sites exist, at a minimum. Web Site and Virtual Directory with File Locations localhost/W3SVC/1/ROOT = "C:\inetpub\wwwroot" localhost/W3SVC/1/ROOT/SymWebInclude = "C:\Program Files\Symantec\Workflow\Shared\scripts" localhost/W3SVC/1/ROOT/SymWorkflowPages = "C:\Program Files\Symantec\Workflow\Workflow Pages" localhost/W3SVC/1/ROOT/SD.ReopenIncident = "C:\Program Files\Symantec\Workflow\WorkflowDeploy\Release\SD.ReopenIncident" localhost/W3SVC/1/ROOT/SD.KnowledgeBaseSearch = "C:\Program Files\Symantec\Workflow\WorkflowDeploy\Release\SD.KnowledgeBaseSearch" localhost/W3SVC/1/ROOT/SD.EmailServices = "C:\Program Files\Symantec\Workflow\WorkflowDeploy\Release\SD.EmailServices" localhost/W3SVC/1/ROOT/SD.DataServices = "C:\Program Files\Symantec\Workflow\WorkflowDeploy\Release\SD.DataServices" localhost/W3SVC/1/ROOT/SD.CloseIncidents = "C:\Program Files\Symantec\Workflow\WorkflowDeploy\Release\SD.CloseIncidents" localhost/W3SVC/1/ROOT/SD.AssetViewProject = "C:\Program Files\Symantec\Workflow\WorkflowDeploy\Release\SD.AssetViewProject" localhost/W3SVC/1/ROOT/SD.AttachProcessToChange = "C:\Program Files\Symantec\Workflow\WorkflowDeploy\Release\SD.AttachProcessToChange" localhost/W3SVC/1/ROOT/SD.LoginFailureForm = "C:\Program Files\Symantec\Workflow\WorkflowDeploy\Release\SD.LoginFailureForm" localhost/W3SVC/1/ROOT/SD.RoutingRules = "C:\Program Files\Symantec\Workflow\WorkflowDeploy\Release\SD.RoutingRules" localhost/W3SVC/1/ROOT/SD.BulletinBoardEntry = "C:\Program Files\Symantec\Workflow\WorkflowDeploy\Release\SD.BulletinBoardEntry" localhost/W3SVC/1/ROOT/SD.IncidentEscalation = "C:\Program Files\Symantec\Workflow\WorkflowDeploy\Release\SD.IncidentEscalation" localhost/W3SVC/1/ROOT/SD.ManageRecurringChanges = "C:\Program Files\Symantec\Workflow\WorkflowDeploy\Release\SD.ManageRecurringChanges" localhost/W3SVC/1/ROOT/SD.IMRemoveFromHold = "C:\Program Files\Symantec\Workflow\WorkflowDeploy\Release\SD.IMRemoveFromHold" localhost/W3SVC/1/ROOT/SD.CreateChatTask = "C:\Program Files\Symantec\Workflow\WorkflowDeploy\Release\SD.CreateChatTask" localhost/W3SVC/1/ROOT/SD.NotifyGroupsOnArticleCreation = "C:\Program Files\Symantec\Workflow\WorkflowDeploy\Release\SD.NotifyGroupsOnArticleCreation" localhost/W3SVC/1/ROOT/SD.ProblemManagement = "C:\Program Files\Symantec\Workflow\WorkflowDeploy\Release\SD.ProblemManagement" localhost/W3SVC/1/ROOT/SD.IncidentManagement = "C:\Program Files\Symantec\Workflow\WorkflowDeploy\Release\SD.IncidentManagement" localhost/W3SVC/1/ROOT/SD.ChangeManagement = "C:\Program Files\Symantec\Workflow\WorkflowDeploy\Release\SD.ChangeManagement" localhost/W3SVC/1/ROOT/SD.KBSubmission = "C:\Program Files\Symantec\Workflow\WorkflowDeploy\Release\SD.KBSubmission"


localhost/W3SVC/1/ROOT/SD.CustomerServiceSurvey = "C:\Program Files\Symantec\Workflow\WorkflowDeploy\Release\SD.CustomerServiceSurvey" localhost/W3SVC/1/ROOT/SD.Feeder.ProblemCreation = "C:\Program Files\Symantec\Workflow\WorkflowDeploy\Release\SD.Feeder.ProblemCreation" localhost/W3SVC/1/ROOT/SD.Feeder.KnowledgeBase = "C:\Program Files\Symantec\Workflow\WorkflowDeploy\Release\SD.Feeder.KnowledgeBase" localhost/W3SVC/1/ROOT/SD.Feeder.ChangeManagement = "C:\Program Files\Symantec\Workflow\WorkflowDeploy\Release\SD.Feeder.ChangeManagement" localhost/W3SVC/1/ROOT/SD.Feeder.CloneChange = "C:\Program Files\Symantec\Workflow\WorkflowDeploy\Release\SD.Feeder.CloneChange" localhost/W3SVC/1/ROOT/SD.ReoccurringChangeMonitor = "C:\Program Files\Symantec\Workflow\WorkflowDeploy\Release\SD.ReoccurringChangeMonitor" localhost/W3SVC/1/ROOT/SD.Remediation = "C:\Program Files\Symantec\Workflow\WorkflowDeploy\Release\SD.Remediation" localhost/W3SVC/1/ROOT/SD.FollowTheSun = "C:\Program Files\Symantec\Workflow\WorkflowDeploy\Release\SD.FollowTheSun" localhost/W3SVC/1/ROOT/SD.Feeder.WindowsEventMonitor = "C:\Program Files\Symantec\Workflow\WorkflowDeploy\Release\SD.Feeder.WindowsEventMonitor" localhost/W3SVC/1/ROOT/SD.Feeder.TechnicianIncidentForms = "C:\Program Files\Symantec\Workflow\WorkflowDeploy\Release\SD.Feeder.TechnicianIncidentForms" localhost/W3SVC/1/ROOT/SD.Feeder.GeneralIncidentSubmitForm = "C:\Program Files\Symantec\Workflow\WorkflowDeploy\Release\SD.Feeder.GeneralIncidentSubmitForm" localhost/W3SVC/1/ROOT/SD.Email.Monitor = "C:\Program Files\Symantec\Workflow\WorkflowDeploy\Release\SD.Email.Monitor" localhost/W3SVC/1/ROOT/SD.Email.InboundManagement = "C:\Program Files\Symantec\Workflow\WorkflowDeploy\Release\SD.Email.InboundManagement" localhost/W3SVC/1/ROOT/SD.Feeder.CreateIncidentForAssetInNS = "C:\Program Files\Symantec\Workflow\WorkflowDeploy\Release\SD.Feeder.CreateIncidentForAssetInNS" localhost/W3SVC/1/ROOT/UpgradePIWSetup = "C:\Program Files\Symantec\Workflow\WorkflowDeploy\Release\UpgradePIWSetup" localhost/W3SVC/1/ROOT/SD.CreateSampleData = "C:\Program Files\Symantec\Workflow\WorkflowDeploy\Release\SD.CreateSampleData" localhost/W3SVC/1/ROOT/SD.MonitorMigratedIncidents = "C:\Program Files\Symantec\Workflow\WorkflowDeploy\Release\SD.MonitorMigratedIncidents" localhost/W3SVC/1/ROOT/SD.IncidentMigrator = "C:\Program Files\Symantec\Workflow\WorkflowDeploy\Release\SD.IncidentMigrator" localhost/W3SVC/1/ROOT/SD.Feeder.CABVoting = "C:\Program Files\Symantec\Workflow\WorkflowDeploy\Release\SD.Feeder.CABVoting" localhost/W3SVC/1/ROOT/SD.IncidentMigrationWizard = "C:\Program Files\Symantec\Workflow\WorkflowDeploy\Release\SD.IncidentMigrationWizard" localhost/W3SVC/1/ROOT/SD.CategoryMigrationWizard = "C:\Program Files\Symantec\Workflow\WorkflowDeploy\Release\SD.CategoryMigrationWizard" localhost/W3SVC/1/ROOT/SD.KBMigrationProcess = "C:\Program Files\Symantec\Workflow\WorkflowDeploy\Release\SD.KBMigrationProcess" localhost/W3SVC/1/ROOT/SD.KBMigrationWizard = "C:\Program Files\Symantec\Workflow\WorkflowDeploy\Release\SD.KBMigrationWizard" localhost/W3SVC/1/ROOT/SD.PlugIn.DiscussionsThreadNotification = "C:\Program Files\Symantec\Workflow\WorkflowDeploy\Release\SD.PlugIn.DiscussionsThreadNotification" localhost/W3SVC/1/ROOT/SD.ChatInvitationEventListener = "C:\Program Files\Symantec\Workflow\WorkflowDeploy\Release\SD.ChatInvitationEventListener" localhost/W3SVC/1/ROOT/SD.AccountEventListener = "C:\Program Files\Symantec\Workflow\WorkflowDeploy\Release\SD.AccountEventListener" localhost/W3SVC/1/ROOT/SD.DiscussionEventListener = "C:\Program Files\Symantec\Workflow\WorkflowDeploy\Release\SD.DiscussionEventListener" localhost/W3SVC/1/ROOT/SD.CalendarEventListener = "C:\Program Files\Symantec\Workflow\WorkflowDeploy\Release\SD.CalendarEventListener" localhost/W3SVC/1/ROOT/SD.ArticlesEventListener = "C:\Program Files\Symantec\Workflow\WorkflowDeploy\Release\SD.ArticlesEventListener" localhost/W3SVC/1/ROOT/SD.DocumentEventListener = "C:\Program Files\Symantec\Workflow\WorkflowDeploy\Release\SD.DocumentEventListener" localhost/W3SVC/1/ROOT/SD.CreateRoutingRules = "C:\Program Files\Symantec\Workflow\WorkflowDeploy\Release\SD.CreateRoutingRules" localhost/W3SVC/1/ROOT/SD.RequestAccessToNetworkShare = "C:\Program Files\Symantec\Workflow\WorkflowDeploy\Release\SD.RequestAccessToNetworkShare" localhost/W3SVC/1/ROOT/SD.ResetPassword = "C:\Program Files\Symantec\Workflow\WorkflowDeploy\Release\SD.ResetPassword" localhost/W3SVC/1/ROOT/ProcessManager = "C:\Program Files\Symantec\Workflow\ProcessManager"

If any of these sites are missing, then you must install the files again. Follow the instructions found in the knowledge base article HOWTO49691 on the Symantec Web site, starting at page 16. Warning! Run only the core workflow installer process. Do not run the Post Installation Wizard for ServiceDesk.


You can use the following script to generate the above information on your local IIS server. To generate the information, create a file called enumvdirs.cmd and copy the following information into the file: REM------------------------START OF CODE------------------------- @IF NOT DEFINED _ECHO ECHO OFF SETLOCAL SET CMD_ADSUTIL=CSCRIPT.EXE //Nologo %SYSTEMDRIVE%\Inetpub\Adminscripts\ADSUTIL.VBS SET PROPERTY_TO_FIND=Path SET SERVERS="%1" IF ?%1? EQU ?? SET SERVERS="%COMPUTERNAME%" IF EXIST %SERVERS% SET SERVERS=%SERVERS:~1,-1% SET NEED_HELP=%SERVERS:?=% IF /I "%NEED_HELP%" NEQ "%SERVERS%" GOTO :Help FOR /F %%A IN ( %SERVERS% ) DO ( FOR /F "usebackq skip=1 tokens=*" %%I IN ( `%CMD_ADSUTIL% FIND %PROPERTY_TO_FIND% -s:%%A` ) DO ( FOR /F "usebackq tokens=3,*" %%J IN ( `%CMD_ADSUTIL% GET %%I/%PROPERTY_TO_FIND% -s:%%A` ) DO ( ECHO %%A/%%I = %%K ) ) ) ENDLOCAL GOTO :EOF :Help ECHO %0 [servername ^| file-list] ECHO. ECHO Where: ECHO servername is the name of the server to query. %COMPUTERNAME% by default ECHO file-list is filepath to text file containing list of servers, one per line GOTO :EOF REM------------------------END OF CODE------------------------- Once you have created the command file with the above code in it, execute the file using the following syntax:

• enumvdirs localhost > SD.VirtualDirs.txt Executing this command creates a TXT file called SD.VirtualDirs.txt that is 7,249 bytes in size if only ServiceDesk is installed on the machine you’re using. Study the output and ensure at a minimum that the information exists before you attempt a restore of any data in the environment.

Note: If you have installed or created workflows of your own, you will see them listed when you run this command. If you need to rebuild your environment you must republish any workflows that you have created.

REMEMBER that any customizations you have done within ServiceDesk will be lost if you run through the ServiceDesk installation process again. To restore custom data, you must create a backup of the directory path of all listed flows located through the above script so that you can restore them after the ServiceDesk installation process is finished.


Steps for a Successful Backup Following are recommended steps to perform a backup of your ServiceDesk environment and any

workflow projects you may have.

1. Shut down the “Symantec Workflow Server” service.

o Start the Microsoft Management Console

o Open “Services (Local)”

o Locate the “Symantec Workflow Server” service

o Click on “Stop the service”

2. Stop the “Default Web Site.”

o Start “Internet Information Services (IIS) Manager”

o Locate the “Default Web Site”

o Highlight the website

o Click on “Stop”

3. Run “%systemroot%\system32\inetsrv\APPCMD add backup” to ensure that you have a current

backup of the metabase.

4. Add the %systemroot%\system32\inetsrv to your backup directory path located on the

ServiceDesk server.


o See your vendor specific documentation on how to do this

5. Back up the directory path of SymQ C:\Program Files\Symantec\Workflow\Data.


6. Back up the location of your ServiceDesk workflows (typically located at C:\Program

Files\Symantec\Workflow\WorkflowDeploy). Remember to locate and back up any additional

workflows.


7. Now take a backup of the ProcessManager database located on the MS SQL Server.

o The database files can be located by looking at the properties of the database

“ProcessManager” from within the MS SQL Server Management Studio


8. Start the “Default Web Site.”




o Click on “Start”

9. Start the “Symantec Workflow Server” service.





o Click on “Restart the service”


When to Restore? The restore process can be a little more complex and time consuming depending on what has actually

failed in your environment. The following section outlines common scenarios with appropriate steps to

follow to assist with a successful restoration. Remember that a small amount of data will more than likely

be lost as described in the Backup section of this paper.

Database Failure In the event that the Process Manager database has been corrupted—either through application error or

hard drive failure—use the following steps to perform the restoration:

1. On the ServiceDesk server, shut down the “Symantec Workflow Server” service.





2. On the ServiceDesk server, stop the “Default Web Site.”




o Click on “Stop”

3. Run “%systemroot%\system32\inetsrv\APPCMD add backup” to ensure you have a current backup

of the metabase.


4. Add the %systemroot%\system32\inetsrv to your backup directory path located on the

ServiceDesk server.


5. Back up the directory path of SymQ C:\Program Files\Symantec\Workflow\Data.


6. Back up the location of your ServiceDesk workflows (typically located at C:\Program

Files\Symantec\Workflow\WorkflowDeploy). Remember to locate and back up any additional

workflows.


7. Stop the MS SQL Server Instance running the Process Manager or install MS SQL Server again if

required.

o If you had a hard drive failure you will need to install MS SQL Server 2008 R2, we suggest

you go to the Microsoft site http://msdn.microsoft.com/en-us/library/ms143219.aspx , if

you have a different version of MS SQL you will need to locate the correct installation

documentation from Microsoft

o If you have a corrupted database file then you will need to stop the MS SQL Server

Instance by performing the following steps

Start MS SQL Server Management Studio

•

Right click and Highlight the SQL Instance running on your MS SQL Server and

select “Stop”

•


10. Restore the ProcessManager MDF and LDF files.

o You should have located these files through the MS SQL Server Management Studio as

indicated in the backup section of this paper, following is the example

8. Start the MS SQL Server Instance and ensure that the database can be accessed and is attached.

o Start MS SQL Server Management Studio

o Right click and Highlight the SQL Instance running on your MS SQL Server and select

“Start”

9. Restore the directory path of SymQ C:\Program Files\Symantec\Workflow\Data from your backup

media.


10. On the ServiceDesk server start the “Default Web Site.”





o Click on “Start”

11. On the ServiceDesk server start the “Symantec Workflow Server” service.





ServiceDesk IIS or Workflow Failure In the event that your ServiceDesk server fails (either data disks or the whole operating system), you will need to run a base installation process.

In this case, we assume that the operating system is functioning and that IIS 7.5 Web Services have been installed and started again.

Perform the following restoration steps to get your ServiceDesk or Workflow up and running again:

1. Back up the current ProcessManager database; you will need this later in your restore process. See the section on Steps for a Successful Backup.




2. Detach the ProcessManager database and move it to a backup location on the disk.

o To detach a database start the MS SQL Server Management Studio

o Right click and Highlight the “ProcessManager“ database and select Tasks and Detach



o Store the LDF and MDF file in a location on your server hard drove so you can easily

accessible so that you can restore them later.

3. Perform a NEW Install of ServiceDesk.


o Follow the Knowledge Base Article HOWTO49691 to install ServiceDesk

4. On the ServiceDesk server shut down the “Symantec Workflow Server” service.





5. Stop the “WWW Services” on the ServiceDesk server.



o Locate the “World Wide Web Publishing Service” service


6. Delete the newly created ProcessManager database on the SQL Server.

o To delete a database start the MS SQL Server Management Studio

o Right click and Highlight the “ProcessManager“ database and select Delete


7. Copy the original ProcessManager database back onto the SQL Server.

o See step 2 above, copy the LDF and MDF files to the original location.


indicated in the backup section of this paper, following is the example location.

8. Attached the original ProcessManager database on the SQL Server.

o To detach a database start the MS SQL Server Management Studio

o Right click and Highlight the “Databases“ folder and select Attach

o Click Add and locate the ProcessManager MDF and LDF files and then click OK to attach

the files again.

9. Restore the directory “%systemroot%\system32\inetsrv” from your backup media


10. Restore the SymQ directory “C:\Program Files\Symantec\Workflow\Data” from your backup media


11. Restore your ServiceDesk workflows from your backup media to C:\Program

Files\Symantec\Workflow\WorkflowDeploy. You will overwrite some content here, which is

expected. This action should restore any original ServiceDesk changes you made to your system

as they were before the failure.

12. Start the “WWW Services” on the ServiceDesk server.




o Locate the “World Wide Web Publishing Service” service


13. On the ServiceDesk server start the “Symantec Workflow Server” service.






Summary

The process of backing up ServiceDesk and custom workflows is relatively easy. The complexity is in the

restoration process and the fact that you cannot capture all data because of the inherent workflow

architecture with the message bus. Due to this constraint, Symantec recommends that you use a

clustered MS SQL environment with appropriate failover along with fault-tolerant hardware for the

ServiceDesk. Using such an environment minimizes the total impact of an outage.

Additional Reading and References Symantec Backup: https://www-secure.symantec.com/business/index.jsp

Installing or Upgrading

ServiceDesk:http://www.symantec.com/business/support/index?page=content&id=HOWTO49691


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Documents

Steven Riley, Technical Field Enablement Workflow Solution