| Task | Action | Additional information |
|---|
| Development system in-place upgrade |
| 1. | Capture a snapshot of server application objects. | Create a snapshot of the application objects on your current production system. The snapshot will be used when you Reconcile AR customizations. |
| 2. | Upgrade the platform on all the servers of a server group | Upgrade the BMC Remedy AR System components and BMC Atrium Core. Process overview | Order | Action | Additional information |
|---|
| 1 | Upgrade the Mid Tier. | | | 2 | Prepare the server group for an upgrade. | When you are performing a zero-downtime upgrade or an upgrade with an outage window, first check the following details: Start the non administrative servers one by one and ensure the following items: - Administration, CMDB, and Approval operations have the same ranking within a non administrative server.
For each server in a server group, ensure that the Server-Connect-Name option is set to the local AR server name, not the load balancer name or the server group name. For version 9.x or later, update the Server-Connect-Name setting on the
Centralized configuration
form. For versions prior to 9.x, update this setting in the ar.cfg (Windows) or ar.conf (UNIX) file. To update the Server-Connect-Name, see
Configuration settings S-Z
.
To prepare a server group for upgrade, do one of the following actions: | | 3 | Upgrade BMC Remedy AR System on the primary server. | The primary server in the context of upgrades is the server that has a rank 1 for administration operation in the AR System Server Group Operation Ranking form. You should first upgrade the server with the administration operation rank 1 because administration operations ownership is required to import workflows during an upgrade.
Process overview | Order | Action | Additional information |
|---|
| 1 | Perform the BMC Remedy AR System upgrade . | Components and plug-ins upgraded | Components | - BMC Remedy AR System server
- BMC Remedy Email Engine
- BMC Remedy Approval Server
- Assignment Engine
- Flashboards
|
|---|
| Plug-ins | - AR External Authentication (AREA) LDAP
- AR System Database Connectivity (ARDBC) LDAP
- Web Services
- Simple Network Management Protocol (SNMP)
- Full Text Search (FTS)
|
|---|
| | 2 | Perform the BMC Remedy Smart Reporting upgrade. | This step is required only if you have BMC Remedy Smart Reporting installed in your current environment. If you are upgrading from a version earlier than 9.0.x, you have to perform a fresh installation of the BMC Remedy Smart Reporting component. For instructions, see Preparing to install BMC Remedy Smart Reporting. | | 3 | Perform the BMC Remedy AR System client upgrades. | (Windows) You can upgrade clients before or after the AR System server upgrade. Use the BMC Remedy AR System installer (ARSuiteKitDeveloperWindows.zip) to upgrade the following clients: - BMC Remedy Developer Studio (and the Localization Toolkit)
- BMC Remedy Data Import
- BMC Atrium Integrator Spoon
Note: The clients can be installed on Windows only; they are not available for Linux or UNIX.
| | 4 | Perform the BMC Remedy Encryption Security upgrade. | Installing or upgrading a product on an encrypted BMC Remedy AR System server is not supported.
Before upgrading BMC Remedy ITSM applications, you must deactivate the BMC Remedy Encryption Security. For instructions, see Temporarily deactivating BMC Remedy Encryption Security. | | 5 | Install the offline documentation. | (Optional) If you are bound by a firewall or do not have access to internet, install the latest offline Help content. | | | 4 | Upgrade BMC Atrium Core on the primary server. | Process overview | Task | Action | Additional information |
|---|
| 1. | Perform the BMC Atrium CMDB upgrade. | Install BMC Atrium CMDB on the same computer on which the AR System server is installed. | | 2. | Perform the BMC Atrium Core Web Services upgrade. | If BMC Atrium Core Web Services is installed on a different computer than BMC Atrium CMDB, you must upgrade BMC Atrium Core Web Services after you upgrade BMC Remedy AR System and BMC Atrium CMDB. If BMC Atrium CMDB and BMC Atrium Core Web Services are on the same computer, they are upgraded together. | | 3. | Perform the Atrium Integrator upgrade.
| You must upgrade Atrium Integrator server before you install BMC Remedy ITSM or BMC Service Request Management. Upgrade the BMC Atrium Integrator server on the computer where you have upgraded the BMC Remedy AR System server. Process overview | Task | Action | Additional information |
|---|
| 1, | Upgrade Atrium Integrator server
| |
| | 4. | Install BMC Configuration Drift Management. | (Optional) Install BMC Configuration Drift Management. Note: The latest version of BMC Configuration Drift Management that you can install is version 8.1.xx. | | 5. | Install the offline documentation. | (Optional) If you have not already done so during the BMC Remedy AR System upgrade, install the offline Help. |
| | 5 | Reconcile AR customizations. | Reconcile once after you upgrade the platform on the primary server. See Adjusting customizations when upgrading. | | 6 | Upgrade Secondary Servers. | Repeat steps 1 to 4 for the Secondary servers. | | 7 | Verify platform upgrade status for the entire server group. | - From Mid Tier, select AR System Administration > AR System Administration Console > System > General > Server Information.
- On the Server Information page, verify the AR System server version and upgrade status. The status must be Done after AR System server is upgraded on all servers.
|
|
| 3. | Adjust customizations when upgrading. | Adjust your application customizations and assign the appropriate overlay type to the objects' granular sections before proceeding with the BMC Remedy application upgrades. This step is mandatory for version 8.0 or earlier and optional for version 8.1 or later. If you are upgrading from version 8.0 or earlier, this operation will significantly reduce the number of objects that you need to reconcile and will reduce the difficulty of that reconciliation. This operation is optional for anyone upgrading from release 8.1 or later since the granular overlay feature is present from that release forward; however, it can still help you optimize your overlays. |
| 4. | Upgrade the applications. | Upgrade BMC Remedy ITSM Process Designer, BMC Remedy ITSM core products, BMC Service Request Management, and BMC Service Level Management. - If your applications are already on version 18.05, apply the deployment package to upgrade all applications to version 18.08.
- If your application version is prior to 18.05, perform the following:
- Upgrade application to version 18.05.
- Complete the application upgrade.
- After completing the upgrade of all applications, apply the deployment package to upgrade all applications to version 18.08.
If you are upgrading only the platform, omit the steps to upgrade the applications. Process overview | Task | Action | Additional 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 to version 18.05. | 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 only after upgrading BMC Digital Workplace and upgrade Smart IT only after BMC Remedy ITSM is upgraded. Note that if ITSM is upgraded to version 18.05, Smart IT also must be upgraded to 18.05, because Smart IT 2.0 and earlier will not work with ITSM 18.05. The upgrade sequence is as follows: - Upgrade to BMC Digital Workplace
- Upgrade to Remedy ITSM Suite
- Upgrade to Remedy with Smart IT
| | 3. | Upgrade BMC Service Request Management to version 18.05. | Upgrades BMC Service Request Management and the Data Visualization modules. | | 4. | Upgrade BMC Service Level Management to version 18.05. | Upgrades BMC Service Level Management. | | 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. | | 6. | Reconcile customizations, if any. | (Optional) Reconcile the customization of objects. | | 7. | Validate the upgrade | Ensure that the upgrade is successful. Check the application install log files for successful installation message. For example, the BMC Remedy ITSM install log file located in the (Windows) TEMP or (UNIX) tmp folder shows the following message: BMC Remedy ITSM Suite 18.05.00 install succeeded.
If there are upgrade related errors in the log; fix the errors and then proceed to the next step. For more information, see Troubleshooting. | | 8. | Apply the application deployment packages to version 18.08 | Apply the BMC Remedy ITSM, BMC Service Request Management, and BMC Service Level Management deployment packages. |
After upgrading the applications, perform 3-way reconciliation to reconcile changes that you made in your overlays with changes introduced by BMC during an upgrade. For instructions, see Reconciling AR customizations. |
| 5. | Perform upgrade testing. | Perform functional validation and make any necessary fixes as recommended for the Development system. |
| 6. | Update the integrations. | Depending on your current deployment and whether or not you need to upgrade your integrations to the AR System server, such as BMC TrueSight Operations Management or BMC Service Resolution, decide whether you will perform a fresh installation, upgrade those products, or repoint them to the staging system. Refer to the documentation for those products if you need instructions. |
| 7. | Migrate the application customizations. | Choose the appropriate method to export and import the packing list to the QA and production systems as indicated. Back to top |
| QA system in-place upgrade |
8. | Upgrade the platform on all the servers in a server group | Upgrade the BMC Remedy AR System components and BMC Atrium Core. Process overview | Order | Action | Additional information |
|---|
| 1 | Upgrade the Mid Tier. | | | 2 | Prepare the server group for an upgrade. | When you are performing a zero-downtime upgrade or an upgrade with an outage window, first check the following details: Start the non administrative servers one by one and ensure the following items: - Administration, CMDB, and Approval operations have the same ranking within a non administrative server.
For each server in a server group, ensure that the Server-Connect-Name option is set to the local AR server name, not the load balancer name or the server group name. For version 9.x or later, update the Server-Connect-Name setting on the
Centralized configuration
form. For versions prior to 9.x, update this setting in the ar.cfg (Windows) or ar.conf (UNIX) file. To update the Server-Connect-Name, see
Configuration settings S-Z
.
To prepare a server group for upgrade, do one of the following actions: | | 3 | Upgrade BMC Remedy AR System on the primary server. | The primary server in the context of upgrades is the server that has a rank 1 for administration operation in the AR System Server Group Operation Ranking form. You should first upgrade the server with the administration operation rank 1 because administration operations ownership is required to import workflows during an upgrade.
Process overview | Order | Action | Additional information |
|---|
| 1 | Perform the BMC Remedy AR System upgrade . | Components and plug-ins upgraded | Components | - BMC Remedy AR System server
- BMC Remedy Email Engine
- BMC Remedy Approval Server
- Assignment Engine
- Flashboards
|
|---|
| Plug-ins | - AR External Authentication (AREA) LDAP
- AR System Database Connectivity (ARDBC) LDAP
- Web Services
- Simple Network Management Protocol (SNMP)
- Full Text Search (FTS)
|
|---|
| | 2 | Perform the BMC Remedy Smart Reporting upgrade. | This step is required only if you have BMC Remedy Smart Reporting installed in your current environment. If you are upgrading from a version earlier than 9.0.x, you have to perform a fresh installation of the BMC Remedy Smart Reporting component. For instructions, see Preparing to install BMC Remedy Smart Reporting. | | 3 | Perform the BMC Remedy AR System client upgrades. | (Windows) You can upgrade clients before or after the AR System server upgrade. Use the BMC Remedy AR System installer (ARSuiteKitDeveloperWindows.zip) to upgrade the following clients: - BMC Remedy Developer Studio (and the Localization Toolkit)
- BMC Remedy Data Import
- BMC Atrium Integrator Spoon
Note: The clients can be installed on Windows only; they are not available for Linux or UNIX.
| | 4 | Perform the BMC Remedy Encryption Security upgrade. | Installing or upgrading a product on an encrypted BMC Remedy AR System server is not supported.
Before upgrading BMC Remedy ITSM applications, you must deactivate the BMC Remedy Encryption Security. For instructions, see Temporarily deactivating BMC Remedy Encryption Security. | | 5 | Install the offline documentation. | (Optional) If you are bound by a firewall or do not have access to internet, install the latest offline Help content. | | | 4 | Upgrade BMC Atrium Core on the primary server. | Process overview | Task | Action | Additional information |
|---|
| 1. | Perform the BMC Atrium CMDB upgrade. | Install BMC Atrium CMDB on the same computer on which the AR System server is installed. | | 2. | Perform the BMC Atrium Core Web Services upgrade. | If BMC Atrium Core Web Services is installed on a different computer than BMC Atrium CMDB, you must upgrade BMC Atrium Core Web Services after you upgrade BMC Remedy AR System and BMC Atrium CMDB. If BMC Atrium CMDB and BMC Atrium Core Web Services are on the same computer, they are upgraded together. | | 3. | Perform the Atrium Integrator upgrade.
| You must upgrade Atrium Integrator server before you install BMC Remedy ITSM or BMC Service Request Management. Upgrade the BMC Atrium Integrator server on the computer where you have upgraded the BMC Remedy AR System server. Process overview | Task | Action | Additional information |
|---|
| 1, | Upgrade Atrium Integrator server
| |
| | 4. | Install BMC Configuration Drift Management. | (Optional) Install BMC Configuration Drift Management. Note: The latest version of BMC Configuration Drift Management that you can install is version 8.1.xx. | | 5. | Install the offline documentation. | (Optional) If you have not already done so during the BMC Remedy AR System upgrade, install the offline Help. |
| | 5 | Reconcile AR customizations. | Reconcile once after you upgrade the platform on the primary server. See Adjusting customizations when upgrading. | | 6 | Upgrade Secondary Servers. | Repeat steps 1 to 4 for the Secondary servers. | | 7 | Verify platform upgrade status for the entire server group. | - From Mid Tier, select AR System Administration > AR System Administration Console > System > General > Server Information.
- On the Server Information page, verify the AR System server version and upgrade status. The status must be Done after AR System server is upgraded on all servers.
|
|
9. | Upgrade the applications | Upgrade BMC Remedy ITSM Process Designer, BMC Remedy ITSM core products, BMC Service Request Management, and BMC Service Level Management. - If your applications are already on version 18.05, apply the deployment package to upgrade all applications to version 18.08.
- If your application version is prior to 18.05, perform the following:
- Upgrade application to version 18.05.
- Complete the application upgrade.
- After completing the upgrade of all applications, apply the deployment package to upgrade all applications to version 18.08.
If you are upgrading only the platform, omit the steps to upgrade the applications. Process overview | Task | Action | Additional 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 to version 18.05. | 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 only after upgrading BMC Digital Workplace and upgrade Smart IT only after BMC Remedy ITSM is upgraded. Note that if ITSM is upgraded to version 18.05, Smart IT also must be upgraded to 18.05, because Smart IT 2.0 and earlier will not work with ITSM 18.05. The upgrade sequence is as follows: - Upgrade to BMC Digital Workplace
- Upgrade to Remedy ITSM Suite
- Upgrade to Remedy with Smart IT
| | 3. | Upgrade BMC Service Request Management to version 18.05. | Upgrades BMC Service Request Management and the Data Visualization modules. | | 4. | Upgrade BMC Service Level Management to version 18.05. | Upgrades BMC Service Level Management. | | 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. | | 6. | Reconcile customizations, if any. | (Optional) Reconcile the customization of objects. | | 7. | Validate the upgrade | Ensure that the upgrade is successful. Check the application install log files for successful installation message. For example, the BMC Remedy ITSM install log file located in the (Windows) TEMP or (UNIX) tmp folder shows the following message: BMC Remedy ITSM Suite 18.05.00 install succeeded.
If there are upgrade related errors in the log; fix the errors and then proceed to the next step. For more information, see Troubleshooting. | | 8. | Apply the application deployment packages to version 18.08 | Apply the BMC Remedy ITSM, BMC Service Request Management, and BMC Service Level Management deployment packages. |
After upgrading the applications, perform 3-way reconciliation to reconcile changes that you made in your overlays with changes introduced by BMC during an upgrade. For instructions, see Reconciling AR customizations. |
| 10. | Import the reconciled customizations . | Import the packing list or package that you created in step 6. |
| 11. | Update the integrations. | Depending on your current deployment and whether or not you need to upgrade your integrations to the AR System server, such as BMC TrueSight Operations Management or BMC Service Resolution, decide whether you will perform a fresh install, upgrade those products, or repoint them to the staging system. Refer to the documentation for those products if you need instructions. |
| 12. | Perform upgrade testing. | Perform the following kinds of testing as recommended for the QA environment: - Out-of-the-box functionality testing
- End-to-end testing to validate data and to check that customized applications and integrations are working correctly
- Performance testing to confirm system performs as expected under load.
|
| 13. | Resolve issues uncovered during testing. | Fix application customizations on the development system, and then update the packing list and re-migrate customizations from the development system. On the QA system, re-import the customizations. Repeat this process until all issues are resolved. Back to top |
| Production system in-place upgrade |
| 14. | Upgrade the platform on all the servers of a server group | Upgrade the BMC Remedy AR System components and BMC Atrium Core. Process overview | Order | Action | Additional information |
|---|
| 1 | Upgrade the Mid Tier. | | | 2 | Prepare the server group for an upgrade. | When you are performing a zero-downtime upgrade or an upgrade with an outage window, first check the following details: Start the non administrative servers one by one and ensure the following items: - Administration, CMDB, and Approval operations have the same ranking within a non administrative server.
For each server in a server group, ensure that the Server-Connect-Name option is set to the local AR server name, not the load balancer name or the server group name. For version 9.x or later, update the Server-Connect-Name setting on the
Centralized configuration
form. For versions prior to 9.x, update this setting in the ar.cfg (Windows) or ar.conf (UNIX) file. To update the Server-Connect-Name, see
Configuration settings S-Z
.
To prepare a server group for upgrade, do one of the following actions: | | 3 | Upgrade BMC Remedy AR System on the primary server. | The primary server in the context of upgrades is the server that has a rank 1 for administration operation in the AR System Server Group Operation Ranking form. You should first upgrade the server with the administration operation rank 1 because administration operations ownership is required to import workflows during an upgrade.
Process overview | Order | Action | Additional information |
|---|
| 1 | Perform the BMC Remedy AR System upgrade . | Components and plug-ins upgraded | Components | - BMC Remedy AR System server
- BMC Remedy Email Engine
- BMC Remedy Approval Server
- Assignment Engine
- Flashboards
|
|---|
| Plug-ins | - AR External Authentication (AREA) LDAP
- AR System Database Connectivity (ARDBC) LDAP
- Web Services
- Simple Network Management Protocol (SNMP)
- Full Text Search (FTS)
|
|---|
| | 2 | Perform the BMC Remedy Smart Reporting upgrade. | This step is required only if you have BMC Remedy Smart Reporting installed in your current environment. If you are upgrading from a version earlier than 9.0.x, you have to perform a fresh installation of the BMC Remedy Smart Reporting component. For instructions, see Preparing to install BMC Remedy Smart Reporting. | | 3 | Perform the BMC Remedy AR System client upgrades. | (Windows) You can upgrade clients before or after the AR System server upgrade. Use the BMC Remedy AR System installer (ARSuiteKitDeveloperWindows.zip) to upgrade the following clients: - BMC Remedy Developer Studio (and the Localization Toolkit)
- BMC Remedy Data Import
- BMC Atrium Integrator Spoon
Note: The clients can be installed on Windows only; they are not available for Linux or UNIX.
| | 4 | Perform the BMC Remedy Encryption Security upgrade. | Installing or upgrading a product on an encrypted BMC Remedy AR System server is not supported.
Before upgrading BMC Remedy ITSM applications, you must deactivate the BMC Remedy Encryption Security. For instructions, see Temporarily deactivating BMC Remedy Encryption Security. | | 5 | Install the offline documentation. | (Optional) If you are bound by a firewall or do not have access to internet, install the latest offline Help content. | | | 4 | Upgrade BMC Atrium Core on the primary server. | Process overview | Task | Action | Additional information |
|---|
| 1. | Perform the BMC Atrium CMDB upgrade. | Install BMC Atrium CMDB on the same computer on which the AR System server is installed. | | 2. | Perform the BMC Atrium Core Web Services upgrade. | If BMC Atrium Core Web Services is installed on a different computer than BMC Atrium CMDB, you must upgrade BMC Atrium Core Web Services after you upgrade BMC Remedy AR System and BMC Atrium CMDB. If BMC Atrium CMDB and BMC Atrium Core Web Services are on the same computer, they are upgraded together. | | 3. | Perform the Atrium Integrator upgrade.
| You must upgrade Atrium Integrator server before you install BMC Remedy ITSM or BMC Service Request Management. Upgrade the BMC Atrium Integrator server on the computer where you have upgraded the BMC Remedy AR System server. Process overview | Task | Action | Additional information |
|---|
| 1, | Upgrade Atrium Integrator server
| |
| | 4. | Install BMC Configuration Drift Management. | (Optional) Install BMC Configuration Drift Management. Note: The latest version of BMC Configuration Drift Management that you can install is version 8.1.xx. | | 5. | Install the offline documentation. | (Optional) If you have not already done so during the BMC Remedy AR System upgrade, install the offline Help. |
| | 5 | Reconcile AR customizations. | Reconcile once after you upgrade the platform on the primary server. See Adjusting customizations when upgrading. | | 6 | Upgrade Secondary Servers. | Repeat steps 1 to 4 for the Secondary servers. | | 7 | Verify platform upgrade status for the entire server group. | - From Mid Tier, select AR System Administration > AR System Administration Console > System > General > Server Information.
- On the Server Information page, verify the AR System server version and upgrade status. The status must be Done after AR System server is upgraded on all servers.
|
|
15. | Upgrade the applications | Upgrade BMC Remedy ITSM Process Designer, BMC Remedy ITSM core products, BMC Service Request Management, and BMC Service Level Management. During the application upgrade, you will need to schedule downtime. - If your applications are already on version 18.05, apply the deployment package to upgrade all applications to version 18.08.
- If your application version is prior to 18.05, perform the following:
- Upgrade application to version 18.05.
- Complete the application upgrade.
- After completing the upgrade of all applications, apply the deployment package to upgrade all applications to version 18.08.
If you are upgrading only the platform, omit the steps to upgrade the applications. Process overview | Task | Action | Additional 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 to version 18.05. | 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 only after upgrading BMC Digital Workplace and upgrade Smart IT only after BMC Remedy ITSM is upgraded. Note that if ITSM is upgraded to version 18.05, Smart IT also must be upgraded to 18.05, because Smart IT 2.0 and earlier will not work with ITSM 18.05. The upgrade sequence is as follows: - Upgrade to BMC Digital Workplace
- Upgrade to Remedy ITSM Suite
- Upgrade to Remedy with Smart IT
| | 3. | Upgrade BMC Service Request Management to version 18.05. | Upgrades BMC Service Request Management and the Data Visualization modules. | | 4. | Upgrade BMC Service Level Management to version 18.05. | Upgrades BMC Service Level Management. | | 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. | | 6. | Reconcile customizations, if any. | (Optional) Reconcile the customization of objects. | | 7. | Validate the upgrade | Ensure that the upgrade is successful. Check the application install log files for successful installation message. For example, the BMC Remedy ITSM install log file located in the (Windows) TEMP or (UNIX) tmp folder shows the following message: BMC Remedy ITSM Suite 18.05.00 install succeeded.
If there are upgrade related errors in the log; fix the errors and then proceed to the next step. For more information, see Troubleshooting. | | 8. | Apply the application deployment packages to version 18.08 | Apply the BMC Remedy ITSM, BMC Service Request Management, and BMC Service Level Management deployment packages. |
After upgrading the applications, perform 3-way reconciliation to reconcile changes that you made in your overlays with changes introduced by BMC during an upgrade. For instructions, see Reconciling AR customizations. |
| 16. | Import the reconciled customizations .
| Import the packing list or package that you created in step 6 or that you might have re-created in step 10. |
| 17. | Update the integrations. | Depending on your current deployment and whether or not you need to upgrade your integrations to the AR System server, such as BMC TrueSight Operations Management or BMC Service Resolution, decide whether you will perform a fresh install, upgrade those products, or repoint them to the production system. Refer to the documentation for those products if you need instructions. |
| 18. | Perform upgrade testing and go live. | Perform some basic sanity tests to ensure the system and applications are ready for access and go live. Back to top |
Comments
Link for "apply the deployment package" is broken, showing Page Not Found error.
Hello Jeniffer,
We have fixed the broken link.
Thanks,
Ashwini
Hi, at the step 9 when upgrade applications on server group environment, does it need to upgrade to 18.05 on every server of Server group (primary and secondary)? While to deploy the package 18.08 does it need on primary server only? thank you
1) Yes; you need to upgrade to 18.05 on every server in the server group.
2) Yes; you can deploy the 18.08 package on any server if that server is connected to the Mid Tier. It need not be the primary server.
Thank you so much Ashwini. Cristian
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