This documentation supports the 18.05 version of Remedy ITSM Deployment.

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

Issues that might arise during the Product Catalog Pre-upgrade check

When you are upgrading BMC Atrium Core from a version earlier than 7.5.00, the Product Catalog Pre-upgrade check verifies if all the instance IDs of records are unique in the SYS:Message form.

With BMC Atrium Core 7.5.00, the SYS:Message Box form was modified to ensure that the records in this form had unique instance IDs. In versions earlier than 7.5.00, the instance IDs of records were not necessarily unique. Since BMC Atrium Core 8.1 requires that the instance IDs of records in the SYS:Message Box form be unique, an upgrade from a version earlier than 7.5.00 might fail if a duplicate instance IDs are encountered by the Product Catalog Pre-upgrade check.

The Product Catalog Pre-upgrade errors are reported on the Pre-Checks for BMC Atrium Core panel with the following error message:

PC pre upgrade validation failed. It could be due to customer records that violate the form/table index constraints. check the logs for reason & take corrective action before performing upgrade.

To troubleshoot Product Catalog Pre-upgrade check

  1. Click Previous and come to the Thread Settings panel and then click Next
    This issue occurs as BMC Atrium Core installer behavior is dependent on the RIK utility output in this case. If the AR System server is busy, the RIK utility returns an error due to BMC Remedy AR System timeout that subsequently fails the pre-check that is run as part of the BMC Atrium Core upgrade installation. Clicking the Back button and then clicking Next causes the installer to invoke the RIK call. If the AR Server is not busy again, the precheck would succeed.
  2. If the above step does not resolve the issue, verify that all instance IDs of records in the SYS:Message Box form are unique.
    To verify:
    1. In BMC Remedy Mid Tier, open the SYS:Message Box form.
    2. Search for all records.
    3. Export these records to a .arx file.
      For more information on exporting data in arx format, see ARX File Input step.
    4. Open the .arx file in a text editor and search for identical instance IDs.
    5. Modify the instance IDs so that each one of them is unique.
    6. Save the .arx file.
    7. Import the .arxfile into the SYS:Message Box form.


      While importing the .arx file, set Handle Duplicate Request IDs By to Update Old Record with New Record's Data and Match Duplicate Request By to Custom Fields. Add the Message Tag and Locale fields.


      Ensure that there are no custom duplicates rows present, w.r.t composite key: Message Tag (1000000135) and Locale(160).

Once you ensure that all the instance IDs are unique, stop the upgrade and restart it again.

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