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Ubuntu 20.04 - ServiceNav Box migration

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Background

With the release of ServiceNav version 4.17, ServiceNav Boxes will now be able to migrate their OS version to Ubuntu 20.04 LTS, without the need to deploy a new Box.

Listening to your feedback following the previous OS upgrade (12.04 → 16.04), we were keen to work on a much more packaged approach, allowing for effortless and bulk updating.

Where it was previously necessary to provision a second box in order to migrate the configuration from the current ServiceNav Box, it is now possible to launch the upgrade from the ServiceNav interface for qualified ServiceNav boxes.

What are the prerequisites?

The requirements are checked by the migration script, which will prevent the ServiceNav Box from being upgraded if they are not met.

Checks can be put in place to assist you in validating the prerequisites, so that you can migrate your ServiceNav Box smoothly as soon as version 4.17 is available. These checks have been put in place for users of our SaaS platforms.

What is the impact?

The ServiceNav Box upgrade to Ubuntu 20 causes between 2 and 4 hours of total unavailability, this implies :

  • No notifications
  • No collections (no raw data)

We are aware that, even when planned, such unavailability is not feasible in some contexts.

For this reason, with the release of version 4.17, we are providing a new ServiceNav Box master Ubuntu 20.04, accompanied by a configuration migration script. This will allow the OS migration to be carried out in two steps (provision of the VM, then migration of the configuration), without downtime or loss of raw data.

What precautions should be taken?

Despite all the care taken in developing and testing this feature, there is still a risk that a specific configuration or scenario within the ServiceNav Box could generate an error and cause the upgrade to fail.

It is advisable to schedule these operations during business hours, in order to benefit from Coservit support in the event of problems. We also recommend you perform the migration graduallyon small numbers of ServiceNav Boxes, and perform backups/snapshots on your most critical ServiceNav Boxes, in order to facilitate rollback in the event of a problem. In the event of an failure during OS migration, Coservit support will be able to advise you to restore the snapshot and then provision a new VM based on our new Master ServiceNav Box and apply the configuration migration script.

Finally, in order to avoid time-consuming alerts/false positives, it is necessary to set maintenance's on ServiceNav Boxes for the duration of the update (recommended value: 4h).

Carrying out the migration

Procedure

The migration is launched from ServiceNav, in the list of boxes(Configuration > General > Box).

It is possible to display all the boxes of your sites or customers, by checking "Account and subordinates" in the company tree.

It is also possible to filter the list to only those boxes that are not up to date.

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Identify and select the boxes to be updated

These are the boxes in the status "Upgrade possible" or "Requirements not compliant".

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Start the update

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Selected and eligible ServiceNav Boxes will begin their upgrade.

Possible statuses and actions to be taken

StatusTypeCommentStatus of the ServiceNav BoxPossible actions
Possible updateInitialThis is the initial status a ServiceNav Box must be in to be eligible for migration.FunctionalStart the update
Update sentTransientThe update request has been sent to the ServiceNav Box.FunctionalNone
Update in progressTransientThe ServiceNav Box is being updated. This status can last from 2 to 4 hours.Not functionalNone
Updated versionFinalFinal status, the update is completed and the ServiceNav Box is in version 4.17.0.1, based on Ubuntu 20.04 LTSFunctionalNone
Update failedErrorUnsuccessful error that can have many causes.Not functionalContact support or restore a snapshot.
This error must be dealt with immediately as the ServiceNav Box may be in an unstable and non-functional state.
Non-compliant requirementsErrorFail error reported following an attempt to migrate a ServiceNav Box that does not meet the prerequisites (disk space/access to Ubuntu repository).FunctionalCorrect the requirements on the ServiceNav Box (see below), and restart the update

Important note Restarting RemoteOperationBox (scheduled daily overnight) resets the error status and makes the ServiceNav Boxes eligible for migration again. It is not sensible to attempt the migration of these ServiceNav Boxes again, unless the root cause of the error has been addressed.

Adressing non-compliant prerequisites

Disk

The free disk space required, before launching the migration, is 5 GB.

If this disk space is not available, it is necessary to add some on the VM and to extend the partition.

URL

The ServiceNav Box must be able to access the internet, and in particular the Ubuntu repository, in order to retrieve the installation sources at: en.archive.ubuntu.com.

In case you need to configure a proxy on the ServiceNav Box, please follow the specific guidance.

This may also be of interest to you

Grafana Integration

Replace a ServiceNav Box Ubuntu 16.04 with a ServiceNav Box 4.17 Ubuntu 20.04

Setting up a proxy on a ServiceNav Box

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