This documentation supports the 18.05 version of Remedy ITSM Deployment.

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

Upgrading the applications

After you upgrade the platform on all the servers of a server group, upgrade your existing Remedy applications.


Upgrading BMC Remedy ITSM, BMC Service Request Management, and BMC Service Level Management overwrites any application customizations that are not in overlays or are not custom objects. If you are upgrading from 7.6.04. or later, you should have already converted your application customizations to overlays. You will be asked to confirm whether you have converted in each application upgrade.

If you have not yet upgraded to 7.6.04, revisit the upgrade paths in Planning an upgrade.

In this section

Before you begin

  • Before upgrading the application components on the primary server, ensure that the AR server is down on all the secondary servers.
  • Beginning with 9.1.04, when you perform upgrade for the platform components, you must upgrade AR, Atrium, and Atrium Integrator on all the servers of a server group. The AR System Administration > Server Information form, Platform tab displays the Upgrade status as Done after you upgrade the platform components on all the servers of a server group. ITSM installer cannot perform upgrade unless the platform components are upgraded on all the primary servers.
  • When you upgrade Remedy ITSM Suite to 9.1.00 or above, the upgrade process completes successfully but the BMC Remedy ITSM Maintenance tool > Install log displays an error regarding the CMDB extension loader. Error relevant to CMDB extension loader might occur if all of the following conditions are true: 
    • CMDB extension loader failed in the older version. 
    • You have manually created the CMDB extension.

As a workaround, before upgrading Remedy ITSM Suite to the latest version, update the Share:Application_Properties form as explained below:

  1. Open the Share:Application_Properties form.
  2. Search for Application ID = ID00C04FA081BAg7YTQwYNXncALwcA
  3. If the search results display the Failed Version property, delete the failed version.
  4. Update the failed State property to Successful.
  5. Click Save.

Remedy application upgrade process

Upgrade your Remedy applications in the recommended order for a staged or in-place upgrade. For each application upgrade, carefully review the pre-upgrade tasks and post-upgrade tasks that are part of each upgrade process.

Best Practice

Document and resolve all installation problems before upgrading the next component.
TaskActionAdditional information
1.Upgrade BMC Remedy ITSM Process Designer.

If BMC Remedy ITSM Process Designer is installed, the installer upgrades the Process Designer Integration and Configuration Tool (PDICT) and the Process Designer server.

Upgrade BMC Remedy ITSM Process Designer in the following order according to your version:

  • If BMC Remedy ITSM Process Designer is at version 8.3.02 or 8.3.03, upgrade it before you upgrade BMC Remedy ITSM, BMC Service Request Management, and BMC Service Level Management.
  • If BMC Remedy ITSM Process Designer is at version 8.3.04 or later, upgrade it after you upgrade BMC Remedy ITSM, BMC Service Request Management, and BMC Service Level Management.
  • If you are performing a fresh installation of BMC Remedy ITSM Process Designer along with the upgrade of other application components, you must install it after you upgrade the other application components.
2.Upgrade BMC Remedy ITSM.

Upgrades BMC Service Desk (includes BMC Incident Management and BMC Problem Management), BMC Asset Management, BMC Change Management, and BMC Knowledge Management.

If you are using BMC Digital Workplace and/or BMC Remedy with Smart IT, it is recommended that you upgrade the BMC Remedy ITSM Suite to only after upgrading BMC Digital Workplace.

The upgrade sequence is as follows:

  1. Upgrade to BMC Digital Workplace
  2. Upgrade to Remedy ITSM Suite
  3. Upgrade to Remedy with Smart IT
3.Upgrade BMC Service Request Management.

Upgrades BMC Service Request Management and the Data Visualization modules.

4.Upgrade BMC Service Level Management.

Upgrades BMC Service Level Management, BMC Service Level Management Collector, and BMC Service Level Management Collection Point.

5.Install the offline documentation(Optional) If you are bound by a firewall or do not have internet access, install the latest offline Help content.


Where to go from here

Next taskIf it is installed, start with Performing the BMC Remedy ITSM Process Designer upgrade. If not, start with Upgrading BMC Remedy ITSM.
Up to process

When you have finished upgrading the applications, return to the appropriate upgrade process:

Was this page helpful? Yes No Submitting... Thank you