This documentation supports the 18.08 version of Remedy Deployment.

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

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

    Form nameField nameField IDField length

    NTE:Notifier Log 

    Notification Text 



    NTE:Notifier Log

    Email Message Body 




    ID01 ReconciliationIdentity




    ID02 ReconciliationIdentity



    HPD:Help Desk




    HPD:Help Desk




  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  Synchronizing the BMC Asset Inventory forms with BMC Atrium CMDB .
    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


      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


For more information on archiving form data, see  Archiving data  in BMC Remedy AR System documentation.

The multi-tenancy utility might fail with timeout errors if you do not archive or purge the data from NTE:Notifier and NTE:Notifier Log forms.


Where to go from here

Next task

Go to Preserving your customized join forms and related views.

If you have completed the pre-upgrade tasks, go to Upgrading BMC Remedy ITSM.

Up to process

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

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