This documentation applies to the 8.1 version of Remedy Action Request System, which is in "End of Version Support."

To view the latest version, select the version from the Product version menu.

Stage 7 - Upgrade applications and adjust customizations with new overlays

If you proceeded directly from stage 2 to stage 7 and you did not have overlays before performing stage 2, you do not have customizations captured in overlays. You can perform steps 1 and 2 of this stage, and then reapply your customizations as needed before moving to stage 8.

When you upgrade applications or system components, some objects that you have overlaid might be deleted, which means that your overlay is deleted as well. To preserve any such overlays, you must create a copy of your current staging server. This copy is called the upgrade comparison server (UpgradeComparisonServer).

Similarly, some of your customizations might interfere with upgraded behavior. You must adjust these customizations before using the application.

If you have performed stage 5 to migrate origin objects from ReferenceServer to your staging server, you no longer need the objects on ReferenceServer created in stage 4, so you can now employ that server as UpgradeComparisonServer.

If you did not migrate your unmodified origin objects to your staging server, then you want to preserve them. In this case, employ a different server as UpgradeComparisonServer.

The following figure shows the components that are upgraded in stage 7.

Full Size

To upgrade applications and adjust customizations

  1. If you completed stage 5, you can reuse ReferenceServer to be UpgradComparisonServer, as follows.
    1. Create a copy of the StagingServer database, which is at version 8.1. Writer's comment - Is this the same as creating a snapshot
    2. Restore the copy of the StagingServer database over the ReferenceServer database. ReferenceServer is now UpgradeComparisonServer.


      If you did not complete stage 5, copy StagingServer database and install a new AR System server configured to use the copy. The new server will be UpgradeComparisonServer.

  2. On StagingServer, run the BMC Remedy AR System installer again to upgrade BMC Remedy AR System components (such as BMC Remedy Approval Server, BMC Remedy Assignment Engine, and so on).
  3. On StagingServer, upgrade the BMC Atrium CMDB and BMC Atrium Integrator server.
  4. Using the snapshot plug-in of the Developer Studio, create a snapshot of the current state of the StagingServer. You must repeat this step after the BMC Remedy IT Service Management upgrade is complete.
    1. Download the Snapshot plugin from this BMC communities page.
    2. Follow the instructions provided on the page to install the plugin.
    3. In the Developer Studio, right-click the server name and select Generate Snapshot.
  5. On StagingServer, upgrade BMC Remedy ITSM. (See the links at the bottom of this topic.)
    This might modify and possibly delete some of your overlaid objects. Modifications to these objects performed by the upgrade do not affect your overlays and custom objects, but deletions do.
  6. Reconcile the overlays.
    1. Using the snapshot plug-in of the Developer Studio, create a snapshot of the current state of the StagingServer using the Create list of modified objects, that needs to be reconciled option.
    2. Double click Snapshot to view the list of modified objects.
    3. Reconcile the objects where the granule property is overwrite. Ignore objects which have the granule property Additive or No overlay.
      To reconcile forms, compare the base and overlay forms in Developer Studio, and view the Overlay or Custom fields on the overlay. To reconcile Active links, Filters, Menus, or Guides, open the overlay active links in Development Studio and compare the base and overlay to determine if overlay is required.
      Verify if the overlay is required, otherwise delete the overlay form. If an overlay is required, propagate the change from the Base to the Overlay.


      Before you manually delete any overlay forms, make sure there are no custom or overlay views or fields. Deleting the overlay will delete any custom fields and associated data.

  7. If any of your customizations were deleted during the upgrade of StagingServer, use BMC Remedy Developer Studio to restore them by creating custom objects on the staging server using the overlays still present on UpgradeComparisonServer.
    Normally, an overlay that is deleted should not be replaced by a custom object because it will not be used by the upgraded application. After reviewing the upgraded functionality, if you have overlaid objects that should be preserved, you can preserve them by saving them as custom objects.


    A custom field on a deleted form is not preserved, because there is no form to contain the field.

    Perform steps a and b to create custom objects for any overlaid objects that were deleted during the upgrade that you want to preserve.
    1. Compare the overlaid objects on StagingServer against the same objects on UpgradeComparisonServer:
      1. In BMC Remedy Migrator, select Tools > Options.
      2. In the BMC Remedy Migrator Options dialog box, expand Differences and select Display.
      3. Select the Display all missing objects option and make sure that all the other options are deselected.
      4. Open a new server window for StagingServer.
      5. In the navigation pane, click StagingServer to list all the objects on this server.
      6. Sort the object list on the Customization Type column and select all objects with the value Overlay or Custom in this column.
      7. Right-click and select Differences > UpgradeComparisonServer
        BMC Remedy Migrator generates a differences report.
    2. For every overlaid object that exists on UpgradeComparisonServer, but not on StagingServer, decide whether you need the object. If you need it, use Developer Studio to duplicate the overlay manually by saving it as a custom object on StagingServer.
  8. If you have overlaid objects that were changed during the upgrade, examine your overlays and add the functionality that was added to the overlaid objects, or remove overlays containing customizations that you no longer want.
    Removing an overlay exposes the upgraded object's functionality. To examine the overlays, compare each upgraded origin object that is overlaid on StagingServer to the same origin object on UpgradeComparisonServer, and compare each overlay and its overlaid origin object. You can then adjust the overlay to achieve the behavior that you want.
    Perform the needed comparisons as follows:
    1. Enable the required masking options if you haven't already done so in stage 6.
    2. Use BMC Remedy Migrator to compare overlaid objects on StagingServer and UpgradeComparisonServer to identify which objects were changed and what changes were made by BMC between the versions, as follows:
      1. Open a new server window for StagingServer.
      2. In the navigation pane, click StagingServer to display all the objects on this server in the object list.
      3. Sort the object list on the Customization Type column and select all objects with the value Overlaid.
      4. Right-click and select Differences > UpgradeComparisonServer.
        BMC Remedy Migrator generates a differences report.
        The differences report provides a list of objects that have changed.
    3. Keep this first instance of BMC Remedy Migrator open to examine objects in this report.
    4. Use a second instance of BMC Remedy Migrator to compare overlays to overlaid objects on UpgradeComparisonServer, as follows


      You need to have the BMC Remedy Migrator installed on a different computer to do this because you can only run one instance of Migrator on a single system.

      1. Open a new instance of BMC Remedy Migrator.
      2. Open a new server window for UpgradeComparisonServer.
      3. In the navigation pane, click nameOfUpgradeComparisonServer to display all the objects on this server in the object list.
      4. Sort the object list on the Customization Type column and select objects (in the previously created list) with the value Overlay.
      5. Right-click and select Differences > UpgradeComparisonServer.
      6. In the Source-Destination Mapping window, click Map Overlay To Base to populate the Destination Object Name column with the corresponding overlaid object for each overlay object.
      7. Click OK to generate the difference report.
    5. For each object in the difference report from step 4b, use the first Migrator instance to identify differences resulting from the upgrade. Use the second instance to see differences between the overlay and the overlaid object.
    6. Based on these differences, use Developer Studio to delete the overlay or modify it on StagingServer.
      • If you want to use the new features in the latest release, delete the overlay.
      • If you want to retain the customizations in your current production system when you upgrade to the latest release, merge the differences from the origin object into its overlay.

Related topics

Where to go from here

Stage 8 - Test and promote staging server to production with new overlays

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