Hi All,
Can someone help with the steps for upgrading the ca service desk from 12.1 to the latest version.
Is necessary first update to 14.1?
From 12.1 to 17.x is not possible directly, you need to upgrade to an intermediary release (14.1). For the actual migration, take a look at the swing box method to migrate to a new system - it's in the Docs.
please take a look at
Upgrading - CA Service Management - 17.2 - CA Technologies Documentation
and yes, you could need to upgrade to 14.1x or 17.1x first before going to 17.2