The containerized Service Manager (SM) in SMA-SM 2018.02 is version 9.60, and the version is Service Manager 9.60p1 in SMA-SM 2018.05. You can use this upgrade utility to upgrade your SM content in the suite from SMA-SM 2018.02 to SMA-SM 2018.05.

Please refer to https://docs.microfocus.com/itom/Service_Management_Automation_-_SM:2018.05/Upgrade-the-Service-Management-applications_19897429 for more detail.

Operation toolkit provides below scripts to ease your operation efforts. The toolkit works for SMA2018.05 release only.

1. Backup and Restore

In this release, we support backup and restore following suite data:

• Kubernetes Configmap, which including the production configurations, such as LDAP, DATABASE, SAML, EMAIL configuration and so on.
• NFS, which contains the user data such as attachments in tickets.
• IDOL data and configs
• Certificates
• Internal PostgreSQL database for SMA-SM mix mode

For SMA-SM, please refer to https://docs.microfocus.com/itom/Service_Management_Automation_-_SM:2018.05/Back-up-and-restore_22184314for more details.

For SMA-X, please refer to https://docs.microfocus.com/itom/Service_Management_Automation_-_X:2018.05/Back-up-and-restore_22185863 for more details.

For external PostgerSQL database backup and restore, follow https://www.postgresql.org/docs/9.5/static/continuous-archiving.html instructions to backup and restore.

2. Change FQDN

Use the script in itom-sma-change-fqdn-2018.05.01.tar.gz to change the FQDN of the new environment to the FQDN of the old production environment.

For SMA-SM, please refer to https://docs.microfocus.com/itom/Service_Management_Automation_-_X:2018.05/Apply-a-version-update_13578301#Applyaversionupdate-ChangeFQDNandDNSmappingforProduction2

For SMA-X, please refer to https://docs.microfocus.com/itom/Service_Management_Automation_-_X:2018.05/Apply-a-version-update_23855187#Applyaversionupdate-ChangeFQDNandDNSmappingforProduction2

3. Update list of installed services and delete the pgha service

After upgrading from version 2018.02 to 2018.05, the value of the installedServiceList field in the itsma-common-configmap configmap is incorrect. Running the update_cmSvcList.sh script will correct this field value. Additionally, if your suite is using an external PostgreSQL instance, this script will ask you if you want to remove the pgha service from the list of installed services, because the pgha service is used only when the suite is using the internal PostgreSQL instance. You are recommended to remove the pgha service in this case.

Document for SMAX https://docs.microfocus.com/itom/Service_Management_Automation_-_X:2018.08/version_update_prerequisites

For SMA-SM https://docs.microfocus.com/itom/Service_Management_Automation_-_SM:2018.08/version_update_prerequisites

4. RabbitMQ Fixing tool

The script is used for fixing rabbitmq related issues with the SMA suite. This script supports SMA version 2018.05 or later. Please refer to the readme infix_rabbitmq-2018.08-b16.tar.gzfor detailed instructions on how to use this script.

5. PG Migration

The script is used to migrate suite databases for the SMA suites when they are upgraded from 2018.02 to 2018.05.

User Scenarios

After the SMA suite is upgraded from 2018.02 to 2018.05, use this script to do the database migration. If the SMA suite uses the external databases, use this script to migrate the autopass db from internal DB to external DB. If the SMA suite uses the internal databases, use this script to migrate the suite databases from internal singleton PG to internal PGHA.

For SMA-SM, please refer to https://docs.microfocus.com/itom/Service_Management_Automation_-_SM:2018.05/post_update_db_migration_cleanup

For SMAX, please refer to https://docs.microfocus.com/itom/Service_Management_Automation_-_X:2018.05/post_update_db_migration_cleanup

6. Password Change

There are tools provided in itom-sma-operation-tool-2018.05-b4.tar.gz as for password change listed below:

• The action_change_db_pwd.py can help you apply external Database changes to the suite if you change an external PostgreSQL password which is not managed by the SMAX suite. Please refer to this document for more information: https://docs.microfocus.com/itom/Service_Management_Automation_-_X:2018.05/Sync-updated-suite-component-database-passwords_19895590

Usage: action_change_db_pwd.py [-h] -d {UCMDB,Idm,Service Management,Suite Administration, SmartAnalytics, Autopass} [--version]

• The action_change_sysadmin_pwd.py script is used to synchronize sysadmin password into IDM after the UCMDB service changes the sysadmin password. Please refer to this document for more information: https://docs.microfocus.com/itom/Service_Management_Automation_-_X:2018.05/Administer-SMA-X_19895568/Sync_updated_sysadmin_user_password

The shell script in changeIntegrationUserPwd-2018.08-b01.tar.gz is used to reset the passwords for the following integration users of SMAX. Please find the packge in the same session "Operation Toolkit" of SMA2018.08 marketplace space.

• saw-integration-external@dummy.com
• bo-integration@dummy.com
• saw-integration-internal@dummy.com

Please refer to this document for more information: https://docs.microfocus.com/itom/Service_Management_Automation_-_X:2018.05/ChangeSystemIntegrationUserPass

7. Move Tenant

The script in Manually move tenant tools.zip is for fixing the issues regarding moving tenants in SMAX. The support Versions are 2018.05.003 and its previous versions.

For details, please refer to https://docs.microfocus.com/itom/Service_Management_Automation_-_X:2018.05/2018.05.003

You may want to keep your existing implementation for some capabilities that were previously deployed in the classic manner while trying some new functions like the new service portal. We support mixed mode which enables you to use an external classic CMDB system and/or Service Manager system, together with containerized components (Chat, Service Portal, and Smart Analytics).  

Please download this package which contains files to help you enable the mixed mode to the different version of Service Manger:

• Service Manager 9.41: CompatibleForNG_SM941to952.unl and CompatibleForNG_Plus_SM941.unl. 
• Service Manager 9.5x: CompatibleForNG_SM941to952.unl
• Service Manager 9.60: CompatibleForNG_SM960.unl

Please refer to  https://docs.microfocus.com/itom/Service_Management_Automation_-_SM:2018.05/Deploy-the-suite-in-mixed-mode-scenario-1_19894846 here for more details

Regardless the SM version, if you are using Solr as knowledge search engine, please apply Solr plugin propel-solr-plugin_forSMA2017.11.zip which you can find from here(https://marketplace.microfocus.com/itom/content/service-management-automation-2017-11) , it will enable you to enjoy the new service portal capabilities on top of Solr search.  Every user can search out the published KM documents according to the user entitlement configuration in Service Management.  

Please refer to "Install Solr plugin for Service Portal Search"  from https://docs.microfocus.com/itom/Service_Management_Automation_-_SM:2018.05/Deploy-the-suite-in-mixed-mode-scenario-1_19894846 for more details. 

This toolset can help you import master data from an existing Classic SM system to SMA-SM NG. Please follow data on boarding steps described in the “Import master data” section under Administrate SMA-SM part from the doc portal here https://docs.software.hpe.com/wiki/display/ITSMA201711H/Use+the+data+onboarding+toolset+to+import+master+data 

The OPB integration with Sharepoint 2010 or 2013 does not change in SMA2018.05, please go to https://marketplace.microfocus.com/itom/content/sharepoint-connector to get the connector. 

For other OPB integrations, please go to Integration Home page in your SMAX to find related information. For more details, please refer to the documentation here:  https://docs.microfocus.com/itom/Service_Management_Automation_-_X:2018.05/Integrate_19895533 

Skype integration with SMA-SM Chat. The tool does not change in SMA2018.02, please download it from https://marketplace.microfocus.com/itom/content/service-management-automation-2017-11, search "Integration Support for SMA-SM2017.11" and click "DOWNLOAD" 

The containerized Collaboration provides an embedded Skype plugin and a standalone Skype agent to integrate with Microsoft Skype for Business 2016 only. When you start a conversation in Collaboration, the Skype plugin that is embedded in the Openfire server monitors all the messages. If a participant does not log on to the Openfire server, the Skype plugin will use the participant’s email address as his/her Skype account and then send the message to the Skype server. If the user is available to chat, the Skype agent will launch a conversation with the right user, and then forward the message to him/her on Skype. The detailed installation instruction can be found in the help document in the section of “Install->-Install the suite on-premises->Install CDF and the suite ->Deploy the suite in mixed mode scenario 1"

The SMA Virtual Agent (Chatbot) function can provide end user a tool to find answers related to their questions quickly. The virtual agent can understand messages from end user in nature language. Support ticket can be created via virtual agent if end user can not find answers from the knowledge base. This will save real agentís time from interaction with end users.Service Request can also be created via virtual agent if end user can not find correct service offering from within the portal. Please note this is a Beta feature in SMA2018.05 release, the feature can work only after SMAX 2018.05 or SMA-SM2018.05 is installed. 

If you are SMAX customer, please refer to SMAX_201805_Virtual_Agent_Admin_Guide.pdf from the download package to install and enable the feature. 

If you are SMA-SM customer, please refer to SMA-SM_201805_Virtual_Agent_Admin_Guide.pdf from the download package to install and enable the feature.

For any question or issue, please go to SMA Customer Community to post a Topic. The function will be officially released and supported in upcoming release. 

The diagnostic tool system_check.sh in Diagnostic toolkit 2018.05.zip can help you to check SMA suite system information as well as suite service status, including hardware information, network, service status and Kubernetes service status.  It's recommend to run the script before SMA suite installation to make sure all the prerequisites are met. 

Usage: ./system_check.sh -l|--logfile

Example: ./system_check.sh -l system-check.log

In SMA2018.05, this feature provides key capabilities for SMAX customers to integrate with Service Manager (9.41, 9.50, 9.51, 9.52 and 9.60) to:

•        Aggregate catalogs from  Service Manager

•        Fulfillment of the requests in Service Manager

•        Tracking requests in SMAX portal(as a single systems of record)

In the future, the solution will be extended to allow customers easily integrate SMAX with other 3rd parties such as Micro Focus HCM suite, HR systems (like Workday), and other ITSM systems. 

Please follow the instruction to apply the unload https://docs.microfocus.com/itom/Service_Management_Automation_-_X:2018.05/Service_Catalog_Aggregation_white_paper. 

If you have any suggestion or  questions, please go to SMA Customer Community to post a Topic. 

Feature Tracker in SMA-SM provides enhanced capabilities to allow the management of an end-to-end development lifecycle. The module utilizes an integration into version control systems to keep track of all your application changes. It enables you to manage and maintain objects changed for tailoring purpose inside SMA-SM upon integration with a Git code repository.In addition the solution helps to simplify the CI/CD process for Service Manager releases. It offers capabilities to commit all code changes, but also deploy all code changes into different environments from within SMA-SM application itself. The solution also provides entitlement capabilities to ensure that a "Review Based Development" approach can be followed, which means that only users with special permissions are able to commit code or deploy code.

In order to enable this feature, you need go to  https://marketplace.microfocus.com/itom/content/sm-devops-support  to download the unload and apply it to your SMA-SM (either full mode in container or mixed-mode outside container). 

Please make sure to download the latest v1.10 package and refer to the documents packaged in it for more details on how to install and configure. 

There are multiple service portal enhancements made available in this release. Please go to Google play to search "Self-Service Portal" to find the APK or go to the link https://play.google.com/store/apps/details?id=com.mf.sma.mobile.app

Please refer to https://docs.microfocus.com/itom/Service_Management_Automation_-_X:2018.05/Service-Portal-mobile-app-for-Android_22186102 for more details on SMAX.

Please refer to https://docs.microfocus.com/itom/Service_Management_Automation_-_SM:2018.05/Service-Portal-mobile-app-for-Android_22185797 for more details on SMA-SM.

 Please go to Apple Store to search "Self-Service Portal" find the App or go to the link https://itunes.apple.com/us/app/self-service-portal/id1287863098. There is a new Notification function added in this release for iOS. 

Please refer to  https://docs.microfocus.com/itom/Service_Management_Automation_-_X:2018.05/Service-Portal-mobile-app-for-iOS_22186139 for more details on SMAX.

Please refer to https://docs.microfocus.com/itom/Service_Management_Automation_-_SM:2018.05/Service-Portal-mobile-app-for-iOS_22186006 for more details on SMA-SM.

Please get the Packer and CloudFormation scripts to start your AWS deployment. Starting from SMA2018.05 release, Multiple Availability Zone is supported.   Please refer to documentation here for more details. https://docs.microfocus.com/itom/Service_Management_Automation_-_X:2018.05/Install-the-suite-on-AWS_19895471 

AWS manual installation can be found here: https://docs.microfocus.com/itom/Service_Management_Automation_-_X:2018.05/Install_19895362/install_suite_aws_manually