Preparing your BMC Remedy ITSM data for the upgrade

Perform the following steps to prepare your ITSM data for the upgrade.

1. If you have custom groups, review the Group IDs to make sure that they do not fall within the Group ID ranges that are reserved by BMC Remedy AR System.
   For a list of Group ID ranges, see Creating groups  in the BMC Remedy AR System documentation. 
2. Using the archgid utility, move Group IDs to a non-reserved range.
   For more information, see https://communities.bmc.com/docs/DOC-19172 .  

3. Ensure that the following form fields have a non-zero initial database size:

   Form name	Field name	Field ID	Field length
   NTE:Notifier Log	Notification Text	1000000820	3964
   NTE:Notifier Log	Email Message Body	1000000827	3964
   SYS:Action	ID01 ReconciliationIdentity	1000005892	255
   SYS:Action	ID02 ReconciliationIdentity	1000005893	255
   HPD:Help Desk	SLMEventLookupTblKeyword	301788500	255
   HPD:Help Desk	SLMLookupTblKeyword	301610100	255

4. (Optional) If the fields listed in the previous step have a database size of greater than zero, modify the fields before you perform the upgrade.

   If the AR System Server and BMC Remedy Developer Studio are at least version 7.6.04, modify the fields in Base Development Mode in Developer Studio.
   This action ensures that unnecessary Overlays are not created. Some of the fields might be hidden.
   

   To view hidden fields, in Developer Studio, click Show Fields Not In View.
   

5. If the fields are hidden, perform the following steps to view them: 

1. Go to the Form menu, and click Add/Remove Fields In View. 

2. Move the field into view, and click OK. 

3. Make the change to the field, and hide the field using the Add/Remove Fields In View option.

6. If you have customization on your Asset forms (AST forms), perform the following steps before you upgrade Remedy ITSM:
   
   1. Take a backup of your Asset customization.
   2. Export the form views. See Exporting object definitions, views, and applications .
   3. After upgrading the Remedy ITSM, run the Sync UI utlity. This utility creates the custom attributes on the form. For more information, see 

      Error rendering macro 'link-window'

      Failed to transform the HTML macro template for display. Nested message: The XML content could not be parsed. There is a problem at line 4, column 148. Parser message: Duplicate attribute 'bmc'. at [row,col {unknown-source}]: [4,148]

      .
   4. Import the views on the form and check if you have all the fields back. See  Importing object definitions
7. (Optional) Delete the data that is beyond the data retention period mandated by your organization as part of its audit compliance. 

8. (Optional) If the data is not required, archive or purge the data from the following forms that accumulate non-functional data:

• • NTE:Notifier
  • NTE:Notifier Log
  • CAI:Events
  • CAI:EventParams
  • CFG:Business Holidays Storage

  • Business Time Holidays
    
    

    Note

    If you delete all records from the Business Time Holidays form but keep records in the Business Time Workdays form for a support group, users from the support group will receive errors when creating incidents. BMC suggests that you either keep or delete records in both the forms.

  • DLD:SYS:DataWizardStatus
  • NTE:SYS-NT Process control (Remove only unprocessed records)
  • NTE:SYS-NTUnProcessedRecords (Remove only records older than one day)
  • SYS:Action
  • RE:Job_Runs
  • RE:Job_Events
  • Server Events
  • FB:History

  • SLM:SLACompliance

  • AR System Email Error Logs

  • AR System Email Error Messages

Where to go from here