BMC Remedy ITSM checks
This topic provides information about the prechecks performed by the BMC Remedy Configuration Check utility for BMC Remedy IT Service Management (ITSM). It also describes the expected results of the checks and corrective actions to be taken, if a check fails.
BMC recommends that you run all the pre-upgrade checks before you upgrade to a higher version. If you encounter any error or warning, address the issue as it may prevent a successful upgrade.
The following checks are described:
Asset Management License Check
Description | This check validates the Application license and User Fixed license for BMC Asset Management. It validates the Application license first, and then validates the User Fixed license. User Fixed licenses are required to install sample data. For this license type, the minimum number of BMC Remedy Action Request (AR) Server User Fixed licenses and BMC Asset Management User fixed licenses that should be available is 15. This check also validates the BMC:Financial Mgmt Application licenses and its User Fixed licenses. The minimum criterion of 15 licenses also applies to the User Fixed licenses. |
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Type | Pre-upgrade check, configuration check |
Checks performed and expected result | If the BMC Remedy AR System server has a valid license for BMC Asset Management and there are 15 available User Fixed licenses (for both AR Server User Fixed license and BMC Asset Management User), the check is successful. The following conditions return an error:
The following conditions return a warning:
Note:
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Corrective actions |
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Atrium Integrator Check for ITSM
Description | This check validates whether Atrium Integrator is installed on the target computer. |
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Type | Pre-upgrade check |
Checks performed and expected result |
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Corrective action | Ensure that Atrium Integrator is installed on the target computer before you upgrade any BMC Remedy ITSM applications. |
CAI Plugin Check
Description | This check validates the Private-RPC-Socket configured for the CAI plugin. |
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Type | Pre-upgrade check, configuration check |
Checks performed and expected result |
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Corrective action |
Change Management License Check
Description | This check validates the Application license and User Fixed license for BMC Change Management and its dependent Change Management Dashboard. It validates the Application license first, and then validates the User Fixed license. User Fixed licenses are required to install sample data. For User Fixed licenses, the minimum number of AR Server User Fixed licenses and Change Management User fixed licenses that should be available is 15. This check also validates the licenses for the following applications and their User Fixed licenses:
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Type | Pre-upgrade check, configuration check |
Checks performed and expected result | If the BMC Remedy AR System server has a valid license for BMC Change Management and there are 15 available User Fixed licenses (for both AR Server User Fixed license and Application User Fixed license), the check is successful. The following conditions return an error:
The following conditions return a warning:
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Corrective actions |
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Change Request Threshold Check
Description | This check validates the number of open change requests in the CHG:Infrastructure Change form against the configuration value of Filter-Max-Total in the ar.cfg (ar.conf) file. For BMC Remedy ITSM 8.0 and later, approximately 50 filters are run for each change request. This check calculates the value of the threshold, say T, such that For example, if the number of open requests is 20,000, the threshold is 10,00,000 (20,000 * 50) . |
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Type | Pre-upgrade check, configuration check |
Checks performed and expected result |
The number of open change requests is displayed in the Errors/Warning tab of the BMC Remedy Configuration Check utility. |
Corrective action | Set a value of Filter-Max-Total that is greater than the threshold T in the Maximum Filters for an operation field from the AR System Administration Console > Server Information page > Advanced tab. Restore your pre-upgrade setting after the upgrade completes. |
Duplicate support Group and Permission Group records Check
Description | This check verifies whether any duplicate and invalid entries with the same support group or permission group ID and company name exist in the |
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Type | Pre-upgrade check, configuration check |
Checks performed and expected result |
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Corrective action |
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FTS Service Check
Description | This check validates if Full Text Search (FTS) service is installed and running on the target computer before installing BMC Remedy ITSM. |
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Type | Configuration check |
Checks performed and expected result |
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Corrective action | Ensure that the FTS service is installed and running on the target computer before installing BMC Remedy ITSM. For information on configuring FTS, see Configuring full text search . |
Incident Management License Check
Description | This check validates the Application license and User Fixed license for BMC Incident Management and its dependent application BMC:Financial Mgmt Application. It validates the Application license first, and then validates the User Fixed license. User Fixed licenses are required to install sample data. For User Fixed licenses, the minimum number of AR System server User Fixed licenses and Incident Management User Fixed licenses that must be available is 15. This check also validates the license check for Change Management Dashboard and its User Fixed licenses. |
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Type | Pre-upgrade check, configuration check |
Checks performed and expected result | If the BMC Remedy AR System server has a valid license for BMC Incident Management and there are 15 available User Fixed licenses (for both AR System server User Fixed license and Application User Fixed license), the check is successful. The following conditions return an error:
The following conditions return a warning:
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Corrective actions |
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PD Version Check for ITSM
Description | This check verifies whether BMC Remedy ITSM Process Designer installed on the target computer is at version 9.1. |
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Type | Pre-upgrade check |
Checks performed and expected result |
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Corrective action | Ensure that BMC Remedy ITSM Process Designer installed on the target computer is at version 9.1. |
Plugin Server Port Check for ITSM
Description | This check gets the plug-in server port from the plug-in configuration file and verifies whether the port is valid. |
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Type | Pre-upgrade check, configuration check |
Checks performed and expected result |
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Corrective action | Configure the AR System Java plug-in with a valid network port. The pluginsvr_config.xml is located at <InstallDirectory>\ARSystem\pluginsvr. |
Problem Management License Check
Description | This check validates the Application license and User Fixed license for BMC Problem Management and its dependent application, BMC:Financial Mgmt. It validates the Application license first, and then validates the User Fixed license. User Fixed licenses are required to install sample data. For User Fixed licenses, the minimum number of AR System server User Fixed licenses and BMC Problem Management User fixed licenses that should be available is 15. |
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Type | Pre-upgrade check, configuration check |
Checks performed and expected result | If the BMC Remedy AR System server has a valid license for BMC Problem Management and 15 available User Fixed licenses (for both AR System server User Fixed license and Application User Fixed license), the check is successful. The following conditions return an error:
The following conditions return a warning:
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Corrective actions | Perform the following tasks:
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Product Catalog Check for ITSM
Description | This check validates the Product Catalog version installed on the target system. |
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Type | Pre-upgrade check |
Checks performed and expected result |
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Corrective action | Install Product Catalog 9.1 on the target system. |
RAM Availability Check for ITSM
Description | This check validates the required free physical memory for the BMC Remedy ITSM installation. A minimum of 3 GB of free physical memory is required. |
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Type | Pre-upgrade check, configuration check |
Checks performed and expected result |
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Corrective action | Increase the physical memory to make available a minimum of 3 GB free physical memory for installation. The runtime requirement of free physical memory is 6 GB. |
Schema Data Threshold Check
Description | This check gets the number of records present in the schema on the target BMC Remedy AR System and validates it against a given threshold. For more information, see the following Data Threshold values of various forms table. |
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Type | Pre-upgrade check |
Checks performed and expected result |
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Corrective action | Clean up your data or lower the number of records in the forms. Archive the records from the schema for which the check failed, and add those records back after the upgrade is complete. See Archiving data |
Data Threshold values of various forms
Name of form | Data threshold value |
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NTE:SYS-NT Process control | 2,500 |
NTE:Notifier Log | 5,000,000 |
SYS:Action | 100 |
Application Pending | 100 |
RE:Job_Runs | 1,000 |
RE:Job_Events | 10,000 |
Server Events | 1,000 |
SLM:SLAComplianceContracts | 1,000,000 |
DLD:Action | 100 |
TMS:AuditLog | 1,000,000 |
TMS:AuditLogSystem | 1,000,000 |
HPD:HelpDesk_AuditLogSystem | 1,000,000 |
HPD:Help Desk Audit Log | 1,000,000 |
CTM:People Audit | 1,000,000 |
CHG:ChangeRequest_AuditLogSystem | 1,000,000 |
CHG:Change Request Audit | 1,000,000 |
AST:AuditLogAttributes | 1,000,000 |
AST:AuditLogSystem | 1,000,000 |
AST:CI Audit Log | 1,000,000 |
Schema Field ID Violation Check
Description | This check compares the field and View User Interface (VUI) IDs and the database fields and VUI names from application definition files with those on the target BMC Remedy AR System. It ensures that there are no conflicting Name and ID combinations. This check compares the following items from the application definition files with the corresponding items on the target BMC Remedy AR System:
The check ensures that no conflicting name and ID combinations exist. |
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Type | Pre-upgrade check, configuration check |
Checks performed and expected result |
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Corrective actions |
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Server Connect Name Check
Description | This check validates that the Server-Connect-Name property in the ar.cfg (ar.conf) file has the same host address as that of the server host name. For example, Note: This check is performed irrespective of whether the given server is a server group member or not. |
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Type | Pre-upgrade check, configuration check |
Checks performed and expected result |
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Corrective action | Set Server-Connect-Name to the host name of the server. Ensure that the Server-Connect-Name is resolvable from every server group member and itself. For more information about server alias and host name, see Understanding the server name alias and host name. |
Server Group Primary Server Check
Description | This check validates whether a server is a member of a server group. If so, the check validates that the Primary Server name is set. |
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Type | Pre-upgrade check, configuration check |
Checks performed and expected result |
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Corrective action | Set the name of the primary server in the AR System Server Group Operation Ranking form and restart all AR System servers in the server group. |
Temp Space Availability Check for ITSM
Description | This check validates the free space available in the Temp directory. The minimum free space available must be 1.5 GB. Note: As an input to this check, provide the path of the Temp directory in one of the following ways:
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Type | Pre-upgrade check, configuration check |
Checks performed and expected result |
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Corrective action |
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Unique Index Violation Check
Description | During BMC Remedy AR System upgrade, if new indexes are applied on an existing form, the operation may fail due to data existing in the form. This check performs a SQL count of distinct values for the indexes against an unqualified search value using the same index. |
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Type | Configuration check |
Checks performed and expected result |
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Corrective action | Change the value of the violating fields so that the values are unique and the violating records comply with the index for the given field. |
Related Topics
BMC Remedy ITSM Process Designer checks
BMC Service Level Management checks
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