Performing the BMC Remedy ITSM upgrade in phases

To minimize the scheduled outage window for an application upgrade, you can run the Remedy application upgrade installer in two phases:

Preparation phase – In the preparation phase, the installer captures the installation parameter values that you enter from the installation spreadsheet, runs the Remedy Configuration Checker utility to validate the environment, and deploys the required files in the installation directory. At the end of this phase, an options file is generated that contains the installation parameter values and the configuration details.

In the preparation phase of the installation, no outage is required. However, an outage is required in the second phase of the upgrade.
Upgrade phase – In this phase, the installer performs the installation and completes additional logging. Additionally, the hierarchical groups and escalations that are automatically disabled and enabled during an upgrade are now run simultaneously at the end of this phase.

When the installer is running these background operations, you might choose end the outage period to start using your system or proceed with upgrading BMC Service Request Management and BMC Service Level Management. For information about hierarchical group improvements, see BMC Remedy ITSM Suite installation and upgrade enhancements in Service Pack 3.

The following topics are covered in this section:

Before you begin
Phase 1: Generating the options file and resolving configuration check issues
Phase 2: Performing the upgrade during an outage window
After you upgrade BMC Remedy ITSM
Troubleshooting the BMC Remedy ITSM upgrade

Before you begin

If you have not done so already, prepare the system to run the installers. If you want to run in nonadmin mode on Windows, see Preparing a Windows environment. If you want to run in nonroot mode on UNIX, see Preparing a UNIX environment.

Phase 1: Generating the options file and resolving configuration check issues

Perform the following steps to capture your installations parameter values in an options file and perform the upgrade configuration checks. The input values are auto-populated in the installer based on your previous installation. However, you might modify these values if required. After the installer validates the parameters, the installer deploys the application installation files on your system.

At the end of the first phase, the installer saves the input values and parameters in a text file,which is then used during the Phase 2 of the upgrade. During phase 1 of the upgrade, no outage or downtime is required.

To generate the options file and run configuration checks

Open the command prompt and navigate to the <EPD_downloads_directory>/Disk 1 folder.
Depending on your platform, launch the installer by using one of the following commands:
- (Windows) setup.exe -ITSM_phase1
- (Linux) ./setup.bin -ITSM_phase1
  Tip
  
  If you want to install the product silently, use the following command:
  setup.exe -ITSM_phase1 -i silent DOPTIONS_FILE=<full path for silent property file>.
  For more information about how to generate the silent.txt file for silent installation, see Creating a silent.txt file for BMC Remedy ITSM installation.
Carefully specify the product name for the setup.exe installation command. If you are performing the phased BMC Remedy ITSM Suite installation, specify setup.exe -ITSM_phase<phase number>.
After a few seconds, the installer is initiated in GUI mode and the Welcome panel appears.
In the lower right corner of the Welcome panel, click Next.
Review the license agreement, click I agree to the terms of the license agreement, and then click Next.
In the BMC Remedy AR System User Inputs panel, perform the following steps:
1. Enter the administrator name and password.
2. Review the default installation directory.
  Navigate to the directory in which you want to install BMC Remedy ITSM Suite.
  The default locations are as follows:
  - (Windows) C:\Program Files\BMC Software\BMCRemedyITSMSuite
  - (UNIX) /opt/bmc/BMCRemedyITSMSuite
    The installer performs an environment validation and displays an appropriate message, indicating whether an error occurred.
3. Click Next.
In the Overlay Information panel, perform the following steps:
1. Select the I understand and agree that proceeding from this point will overwrite any customizations that are not in overlays or in custom objects check box if you agree.
  The upgrade overwrites all customizations unless you create them in overlays or custom objects. For more information about overlay objects, see About overlays.
2. Click Next.
  The installer validates the system resources of your computer and displays a list of BMC applications (such as BMC Asset Management, BMC Change Management, and so on).
Select one or more applications to upgrade (by default, the entire ITSM suite is selected), and then click Next.
On the Application Dependency Validation message screen, again click Next.
The installer runs the configuration checker.
On the BMC Configuration check report panel, perform the following steps:
1. Click the link to Open the BMC Configuration Check report.
2. If any errors or warnings are generated in your configuration check report, resolve those issues. In the Detail tab, click Help to be directed to information on how to resolve the error or warning, or go to Reviewing and resolving preupgrade and configuration issues.
3. After you have resolved the errors, re-run Phase 1 of the upgrade.
4. Check the I have reviewed the Configuration Check report, and any errors have been resolved box, and then click Next.
5. To view informational messages later, see Viewing configuration check reports.
On the Installation Preview page, click Next.
The installer starts to deploy the upgrade files.
On the Installation Summary page, click Done.
The BMCRemedyITSMSuite_Phase1_OptionsFile.txt file is written to the installation directory.
Navigate to your BMC Remedy ITSM installation directory and review the file to verify if the installation completed without errors.
For more information, see Troubleshooting an installation by using the log files.

Phase 2: Performing the upgrade during an outage window

After resolving any issues reported in by the configuration checker in Phase 1, you begin the second phase of the upgrade. In this phase the installer uses the options file, to perform the upgrade. During phase 2 of the upgrade, an outage or downtime is required.

To upgrade by using the options file

Open the command prompt and navigate to the <EPD_downloads_directory>/Disk 1 folder.
Depending on your platform, launch the installer by using one of the following commands:
- (Windows) setup.exe -ITSM_phase2
- (Linux) ./setup.bin -ITSM_phase2
  Tip
  
  If you want to install the product silently, use the following command:
  setup.exe -ITSM_phase2 -i silent DOPTIONS_FILE=<full path for silent property file>.
  For more information about how to generate the silent.txt file for silent installation, see Creating a silent.txt file for BMC Remedy ITSM installation.
Carefully specify the product name for the setup.exe installation command. If you are performing the phased BMC Remedy ITSM Suite installation, specify setup.exe -ITSM_phase<phase number>.

After a few seconds, the installer is initiated in GUI mode and the Welcome panel appears.
In the lower right corner of the Welcome panel, click Next.
Review the license agreement, click I agree to the terms of the license agreement, and then click Next.
In the BMC Remedy AR System User Inputs panel, perform the following steps if the auto-populated value does not match your credentials:
1. Enter the administrator name and password.
2. Review the default installation directory.
  Navigate to the directory in which you want to install BMC Remedy ITSM Suite.
  The default locations are:
  - (Windows) C:\Program Files\BMC Software\BMCRemedyITSMSuite
  - (UNIX) /opt/bmc/BMCRemedyITSMSuite
Click Next.

The Installation Preview screen appears.
Click Install.

A summary of the upgrade is displayed.
Click View Log to determine if any SEVERE error messages or warnings are generated in the log.

The default location for the log files are:
- (Windows) C:\Users\<installUser>\AppData\Local\Temp\bmcremedyitsmsuite_install_log.txt
- (Linux) /tmp/bmcremedyitsmsuite_install_log.txt
When you are done reviewing, close the log and click Done to exit the installer.

After you upgrade BMC Remedy ITSM

After you upgrade, check whether a patch or fix has been released in Release notes and notices. When you upgrade the product, you must install the latest service pack and then apply the latest patch (if available). Patches are not full installations and must be applied over the latest full installation (main release or a service pack).

Troubleshooting the BMC Remedy ITSM upgrade

If your upgrade fails at any point due to invalid field mappings in a join form, you must correct the invalid field mappings before you proceed with the upgrade. For more information, see Correcting invalid field mappings in join forms.

Consult the following topics for information about other issues that you might encounter during the upgrade:

Where to go from here

Next task

Go to Post-upgrade procedures for BMC Remedy ITSM.

Up to process

If you are finished installing, return to the appropriate upgrade process:

Related topics

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