This documentation supports the 20.02 version of Remedy Deployment.
To view an earlier version, select the version from the Product version menu.

Performing upgrade testing

Follow the guidance in this topic to understand what you should test and resolve in each of the upgrade environments: development, QA, and production.


In this topic

Upgrade test coverage

Upgrade systemTypes of testing to conductWhat to resolve in this stage

Test the upgrade process.

Test the functionality of the system with focus on ensuring that your application customizations are working with the enhancements or changes that have been introduced in this version of the applications.

Test upgrading with a copy of your production data, and test importing the customizations and fix packages that you will import to production for your final upgrade.
  • Perform out-of-the-box functionality testing.
  • Perform end-to-end user acceptance testing to validate data and to check that customized applications and integrations are working correctly.
  • Conduct performance testing to confirm system performs as expected under load.
  • (Optional for a staged upgrade) Test the delta data migration process.

Best practice

We recommend that you conduct full validation and performance testing in the QA environment to minimize the amount of time required for testing during the production upgrade.

  • As you conduct User Acceptance Testing (UAT), resolve issues related to application customizations and overlays. Return to the development system to fix those application customizations and to create another packing list with the corrections. On the QA system, re-import the customizations and re-test.
  • Resolve issues with OOTB product functionality. Check the Support Knowledge Base and the Release notes and notices of the specific component for known issues and workarounds. If needed, contact Support for fixes. Apply fixes to the development environment and create a fix package that you will import to production.

    Note: For a staged upgrade, create separate fix packages for data (.arx) fixes and non-data fixes. You will apply non-data fixes and apply data fixes in separate steps.

 ProductionPerform sanity tests to ensure systems and applications are functioning and to verify data integrity.

User Acceptance Test (UAT) cases for applications

The attached files contain sample scenarios for UAT.

ApplicationSample test matrix
Remedy Asset ManagementITSM_ProductUseCases-Validation-AM.pdf
Remedy Change ManagementITSM_ProductUseCases-Validation-CM.pdf
Remedy IT Service Management Suite FoundationITSM_ProductUseCases-Validation-FND.pdf
Incident ManagementITSM_ProductUseCases-Validation-IM.pdf
Problem ManagementITSM_ProductUseCases-Validation-PM.pdf
Release ManagementITSM_ProductUseCases-Validation-RM.pdf

Performance testing and tuning

For information on how to conduct performance testing, see Performance benchmarking guidelines for the Remedy platform and applications.

For tuning recommendations, see Performance tuning for Remedy.

Related topics

List of objects modified in 20.02

Where to go from here

Up to process

If you have finished testing, return to the appropriate task in the upgrade process:

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  1. Rodney Harris

    I think the script titled BMC Request Management actually refers to Release Management

    Mar 28, 2021 09:25
    1. Himanshu Raul

      Hi Rodney,

      Thank you for pointing out this issue. We have updated the topic.



      Apr 27, 2021 05:58